K19 ITSM Fundamentals Class - Cassanova 505

[ChristinaMiller]

If you are in the K19 ITSM Fundamentals class in room Cassanova 505, please post your comments and questions here using the COMMENT link. Classroom staff will be monitoring this conversation during class on May 5-6, 2019 and will answer to the best of their ability.

[Jason Nichols]

Good morning everyone! Welcome to Knowledge19 and to our ITSM Fundamentals class!! 

I'm a trainer for ServiceNow, based in Germany, teaching in Europe, originally from Sydney, Australia. Let's go!

[Jason Nichols]

Login for training instances:

Username: admin

Password: itsmf-a-334#K19

[mstarita]

Marisa - Ironwood Pharmaceuticals - IT Program Management (using ServiceNow PPM)

We currently use ITSM at my company so I have some experience as a user but limited in any other capacity. 

My goal for this class it to have a solid foundational understanding of the ITSM functionality.  Then I need to leverage that to assess if we are using it the best way at our company because I'll be taking additional responsibility for change management in my role.

Fun fact:  I love hiking and backpacking and I'm currently planning my next trip to Iceland. 

[Chuck Pierce]

Chuck Pierce - Teradata

Sr Manager Service Delivery 

Been a user of ServiceNow but recently have been task with the ownership of the platform.

We are building a new instance and I want to make sure I understand ITSM Fundamentals. I hope to take a more solid foundation out of this class.

Fun Fact - I love to golf!

[ScottB]

Scott Bertolino, I work at J. P. Morgan Chase

I am the platform architect for ServiceNow

I have 7 years experience with ServiceNow, and 20+ with IT Operations and ITIL

I am attending this class so i can get my certification, i used to have my cert in Fuji, but it expired and i need to take this class to be allowed to take the certification test.

My fun fact i am not fun

[Jolene]

My role is IT Service Lead for a team of technical analysts who host/service DevOps applications for Software Developers across the Enterprise.

My team is an "Early Adopter" of ServiceNow, which began its deployment of Service Catalog and Incident Management at the end of 2018. We're pushing to be an early adopter of Knowledge, Problem, and Event as they are exposed to the Enterprise.

I'm attending this class, so that I can continue to be the ServiceNow and ITSM "expert" on my team - providing the tools, resources, and assistance to my teammates when they need it. I specifically want to learn how we can improve our current implementation of Catalog and Incident, as well as how to weave in "newer" content as it becomes available.

Fun Fact: I am a Rocket Scientist by college degree, and I transitioned from Aircraft Structural Engineering into IT last year.

[Mark Andrade]

Mark Andrade

JPMorgan Chase

Platform Architect/ITAM Process Owner

6+ years ServiceNow ITSM/ITAM/ITAM experience

Attending as a refresher and to learn about Madrid updates

I'm a rock musician stuck in the 80's hair metal era

[rstockma]

Rolland Stockmann

Engineering Manager @adobe  working in Germany

- i met Leon Spinks yesterday...

[Jodi Delmour]

Hi, I am Jodi Delmour.  I am a Sr. Service Management Manager for Stryker.

I am the Servicenow Infrastructure manager and own the Asset and Knowledge process.

I am attending this class to get a better understanding on the persona experience.

Fun Fact:  I like to white water raft.  My first and best experience was rafting the middle fork of the Salmon River in Idaho.

[kevinalbers]

Kevin - Emerson

Director - IT Planning & Development

We have used ServiceNow initially to build custom workflows but have recently begun to use the Service Catalog, Service Portal, Problem Management and Incident Management.

I would like to gain a better understanding of the entire ITSM suite in ServiceNow and how it all works together.

Fun Fact - I have over 100 first cousins.

[JensJ]

Jens Jerschor

I working for Daimler AG /Mercedes in Germany

I'm interested in ITSM because we move from a other tool to ServiceNow right now

[ZacharyW]

Do we post introductions here? Name/company: Zack Whelan / Wynn Role: Admin Experience: Assisted with SNOW adoption. Reason: Learn more Fun fact: I am a stand up comedian in my free time.

[Gary Hood]

My name is Gary Hood.

I am the Director of Support Services for the State of Alabama Office of Information Technology. 

We have been using ServiceNow and the ITSM Suite for 4+ years.

I am attending the class as a refresher for ITSM to help prevent over customization in our instance.

Fun Fact - I am Certified Instructor in Taekwondo and a 1st Degree Level 3 Black Belt.  Both of my sons out rank me though.  One is a 3rd Degree Level 1 Black Belt and the other is a 2nd Degree Level 4 Black Belt.

[ReneW1]

Rene Wiesmüller - amasol AG (Munich Germany)

Sr. Consultant

I am just new to ServiceNow. So do not have a lot experience with the ITSM Application so far.

Our company would like to replace the current ticket system and the ITSM Application of ServiceNow looks like a good opportunity to do that.

[Jessica Montano]

Jessica Montano

IT Analyst, County of Fresno

Project Managment, Implementation, Training, Application Support for Internal Services

No experience with ITSM, we just bought the product

Learn everything I can to help with our initial implementation to start out with the best practices to hopefully minimize issues.

Fun Fact: Served in United States Marine Corps for 7yrs (1997-2004), currently on the board for several veterans organizations, I am the coordinator for Toys for Tots in Fresno County.

[lisa_haworth]

Hi! I am Lisa Haworth and I work for Emerson. I lead the team that supports our instance of ServiceNow. 

We have implemented the ServiceNow Service Catalog, Portal, Problem, and Incident applications, as well as built custom applications. 

Since we have implemented these applications and are actively using them, I am hoping get a fresh perspective on how the applications are designed to work together (Especially Change Management) so that I can better support our users.

I enjoy spending weekends on the Lake Erie Islands.

[Aaron Corneliso]

Aaron Cornelison with Healthnow New York,

We just started using ServiceNow and I'll be the platform administrator.

I'm taking the course to get a better understanding of the Now platform.

Fun Fact:  I use to be a mobile DJ

[Tracy Sykora]

Tracy Sykora, HollyFrontier - ITSM Manager

Been a user of ServiceNow for 6+ years.  However, I am standing up a new platform for my organization utilizing ServiceNOW

I want to have a clear understanding on how ITSM fundamentals work and align using ServiceNOW. 

Fun Fact - I own a horse ranch

[Nina Quinones]

Hi, my name is Nina Quinones, my role is Process Owner for IT-Help Desk.  Just started with ServiceNow.  I would like to have a robust understanding of all the tools within ServiceNow.

[Issa Akroush]

My name is Issa Akroush. I work for Chemical Bank. SewrviceNow Developer/Admin. Been working with SN for 4 years. Looking to learn more about the whole ITSM components and how they work together.

[Alex Nordan]

Hi, I'm Alex Nordan, currently working for the Center for Bioinformatics and Information Technology with the National Cancer Institute. I'm excited to learn more about the capabilities of ServiceNow to create processes that will better support the needs of our cancer researchers. Fun Fact: I hand assembled the engine in my Ford Mustang.

[Jenny P_]

Jennifer Peterson

Spectrum Health

Information Systems Supervisor for the Service Desk

- we are brand new to ServiceNow, just starting our implementation 🙂

- we are here to gain as much information as possible about the ServiceNow basics

[rparlett]

Robert Parlett

South Central Regional Information Center

Service Desk Manager

We have been using Service Now for 10 years

I'm particularly interested in Knowledge Sharing and Knowledge Management processes

[Ulrika Johansso]

Ulrika Johansson, Saab AB

IT Service Manager and Catalog Manager

ITSM in ServiceNow experience for two years

Refreshing now to get certified

[Ashley Lockyer]

Ashley Lockyer, Senior Analyst Service Management at Presidio - Orlando, FL. (Managed Services Division)

Looking forward to a refresher as well as new Madrid highlights, including Problem Management Module.

[Hardeep5]

Hello Keeners,

Nothing like an 8am "Sunday" training event.  I am from Vancouver, Canada and currently in a planning stage to move off BMC to ServiceNow.

Any tips and tricks would be greatly appreciated. 

Fun Fact: I am born in Nairobi, Kenya and worked as a lion tamer

[Christian Henni]

Christian Henning, Program Manager ServiceNow Implementation at Boehringer Ingelheim - Germany (Pharmaceutical Company)

We are setting the ServiceNow foundation in 2019, implementing ITSM, HR, Reporting+Performance Analytics by recplacing our heterogenous legacy system landscape.

Familiar with ITIL +10years, now interested to learn how the OOTB ITSM processes in ServiceNow do look like.

Fun fact: Get to know new people / other ServiceNow clients.

[Matt15]

Matt Holcomb, Managing Director, Accenture....Client Account Lead for several accounts in California.

Taking the ITSM Fundamentals course with Matt Couter!  It is my first introduction so I am GREEN.

I am here because I always tell my client's how intuitively simple the ServiceNow platform is.  Today I plan to prove it to myself.

Fun Fact:  My superpower is that I am irrationally optimistic.  I believe everything will turn out all right....and amazingly, I am typically right.  Hoping today is no exception!

[ChristinaMiller]

[Jason Nichols]

Just a reminder: If you have any questions at all, no matter how big or small, please post them here. 🙂

[Jason Nichols]

Here is the link to the WMATA site (a ServiceNow portal): https://www.wmata.com/

This site is a good way to think about service management in general (not necessarily ITSM).

[Jason Nichols]

Base system roles

https://docs.servicenow.com/bundle/madrid-platform-administration/page/administer/roles/reference/r_...

This page provides a summary of the main roles in the ServiceNow platform, but some roles for specific applications are not listed here (such as Problem). The latter are documented in the respective doc pages for the application.

[Jason Nichols]

Benchmarks

https://docs.servicenow.com/bundle/madrid-it-service-management/page/product/benchmarks/concept/c_Be...

This page contains a short introductory video.

[ChristinaMiller]

Hi Robert,

I am curious what version of ServiceNow your organization is currently on. There have been a TON of updates to Knowledge Management since London. The lab for knowledge in this course is fairly basic so if you're looking for more information, feel free to find me after we go through that section! 

[Jason Nichols]

Need a new professional photo?

If you answered "Yes", you're in luck. Go to room 306 for a free professional photo. Yes, I said "free"! Shots are taken against a light blue or light pink background (your choice).

[rparlett]

Our production instance is on London. I'll definitely pick your brain about Knowledge Mgmt as I have a ton of questions from our team. Thanks!

[lisa_haworth]

Hi Jason, 

Early on in the course there was a slide presented with the ServiceNow training roadmap. Would be it possible to share that slide?

Thanks!

Lisa

[Jason Nichols]

Get a developer instance!

https://developer.servicenow.com

You only need to create an account on this site, and then you can request an instance for free!

Free instances and photos! What more could you want?

[Jason Nichols]

Hi Lisa! That slide is included in the Learning Paths PDF available on the ServiceNow website. The direct link to it is:

https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/infographic/learning-...

The ITSM learning path is on page 9.

[Christian Henni]

Seeing the Virtual-Agent demo, is it planned to integrate NLP (Natural Language Processing) and if yes, any idea in which Release - New York maybe?

Thanks

[Suzanne Davis]

In the Mobile application if you have created a custom application for your ITIL users is it easy to enable that custom application to be view-able in the mobile application?

[lisa_haworth]

thanks!! 

[Jason Nichols]

Hi Christian! I don't have the latest details, but on the Virtual Agent feature page (https://www.servicenow.com/products/virtual-agent.html, scroll down to Feature Details > Natural Language Processing), it states that NLP will be introduced in a future release. I don't know what the exact roadmap is, however. Perhaps we will hear something about this during the keynotes.

[Jason Nichols]

Hi Suzanne! The answer is: Yes. Note that ServiceNow currently has two mobile apps. 🙂 ServiceNow Classic and Agent. The Agent is the latest and greatest, and this app will be expanded considerably in the New York release. Among other things, it supports offline functionality.

[ChristinaMiller]

You may also be interested in learning about Agent Intelligence in ServiceNow as well, take a look at this link:
https://www.servicenow.com/products/agent-intelligence.html

[ChristinaMiller]

You may also be interested in learning about Agent Intelligence in ServiceNow as well, take a look at this link:
https://www.servicenow.com/products/agent-intelligence.html

[Jason Nichols]

Bookmarking a question from Rolland: Is it possible to have more predictive search results in the incident form to take into account other inputs, for example, the user's location, to enable more accurate and relevant search results?

[ScottRobinson]

It is planned but I haven't been able to find anything definitive as to the release it will be in. 

https://www.servicenow.com/products/virtual-agent.html

Natural Language Processing

Understand complex intents and entities using 3^rd party NLP technologies such as IBM Watson, Microsoft Luis, and Wit.ai.

With the recent acquisition of Parlo, ServiceNow plans to bring native NLP capabilities to the Now Platform in future product releases.

[Zenobia Maknoji]

Is there anyway we can touch on a brief overview of Asset Management?

[Avery L_ Logan]

Name: Avery Logan
Company: Adient
Role: Admin / Business Analyst
Experience: Just passed our 1 year ServiceNow anniversary.
Reason: Assist my organization with further adoption of ServiceNow.
Fun fact: Newlywed 6 weeks in.