K19 ITSM Fundamentals Class - Cassanova 605

[ChristinaMiller]

If you are in the K19 ITSM Fundamentals class in room Cassanova 605, 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.

[Keith Couch]

Which 3 peices of info are needed to allow the Conflict Checker to do its thing?

[User192788]

ServiceNow Release List:

Summer 2008
Winter 2009
Spring 2009
Fall 2009
Spring 2010
Winter 2011
11-Jun
Aspen
Berlin
Calgary
Dublin
Eureka
Express
Fuji
Geneva
Helsinki
Istanbul
Jakarta
Kingston
London
Madrid

Future Releases:

New York - Q3 2019
Orlando - Q1 2020
Paris - Q3 2020

[Keith Couch]

[ChristinaMiller]

Oswald has got it! Just for your ease of reference, as of Aspen, ServiceNow has 2 releases each year. Each release is named after a city and the release names are in alphabetical order. 🙂 

[Todd Schlett]

Perfect!  Thank you, Oswald!

[ChristinaMiller]

Technically speaking, you COULD have hyperlinks, but from a maintenance and best practice perspective, I think you will find an Order Guide, or maybe bundling as Oswald suggested, more beneficial long term. 

[deanarrington]

What is the benchmark for using the post implementation task? Is there value in using this step?

[Todd Schlett]

Thanks, Christina!

[User192788]

Yes, Brooke. You can just simply import all CIs first and then manually set up the connection between the CIs. If you already have the relationships established from the third-party application, you can just simply import the CI relationships if the CIs are already in there.

[charris-greatam]

Ok, I'll ask the hard questions. What happens when you get to Z?

[mvenema]

We service as KPN 5000+ companies with a lot of different Service requests. Not all of these Service requests, which in fact are standard changes, are standard. Most of these predefined change requests need some extra information from the customer to give the change manager enough information too handle the request. We want to avoid that the 'end' user needs to fill in an excel document or something and attach that to a record producer like 'Report a change request'. So, in these cases we changed the way to request such a change by giving the end user the possibility to fill in a change form based on questions and answers, which leads to the change they request. The form is generic, but the answers to the questions make it a different request. So, the change depends on the answers of the end user. The answers to the questions will be visible in the change itself (variable summarizer)

[Keith Couch]

Zanzibar

[User192788]

The CAB Manager is the only person that can start the meeting in the CAB Workbench. More info on this link: https://docs.servicenow.com/bundle/madrid-it-service-management/page/product/change-management/conce...

[Keith Couch]

ITIL has separate processes for Change and Release.  This class covers change in SNOW which seems to encompass what ITIL calls change and release.  I am led to beleive there is a separate Release module, but it may be underdeveloped or deprecated...

Can you comment on how SNOW handles ITIL Release?

[User192788]

Interesting question Keith! ServiceNow recently released Release Management v2 which requires a separate license. Please check out our documentation of Release Management for more insights: https://docs.servicenow.com/bundle/madrid-it-service-management/page/product/release-management/conc...

[ChristinaMiller]

I've thought about this too.. perhaps country names? Luckily they have about 6 years to figure it out!

[charris-greatam]

Should've clarified 🙂

After Z...

[User192788]

Maybe ServiceNow will move from cities to countries (although some might already be wondering how they'll handle Release country X and W [probably Wakanda?]) then to regions, continents, planets, galaxies. We'll see.

[Justin33]

hi there, a little of f to the side  - I would like to try to add VTB to Dashboards and can only seem to be able to get the iFrame method. Is there a more recent process that you are aware of?

[User192788]

Unfortunately, this is the only way that we know either since VTB doesn't fall under both gauges, widgets or reports.

[Justin33]

Thanks Oswald, looks like I have some permission discussions to have with my Admins. 

[User192788]

Good luck with that implementation Justin!

[User192788]

Synonym Dictionary - https://docs.servicenow.com/bundle/madrid-platform-administration/page/administer/search-administrat...

[jason_marcell]

Thank you for this

[Chris Carswell]

Can you provide a list of activated plugins needed to recreate our training environment once we are back in the office?

[Jenner Guzman]

If I have the role to update knowledge and from the Service Portal I found a knowledge article that needs to be updated, is there any way I can edit such article from there without switching to the ITIL view?

[User192788]

Unfortunately, you can only modify an article if you are in the platform view. You will not be able to do it in the Service Portal.

[User192788]

No worries

[User192788]

Certification Guide: https://www.servicenow.com/content/dam/servicenow/other-documents/training/tp-certification-guide.pd...

[User192788]

Another more detailed guide: https://www.serview.de/fileadmin/redakteur/medien/downloads/whitepaper/tp-certification-guide.pdf

[Karn Smith]

Where any plug ins added to the training instances?

[ChristinaMiller]

As Oswald said, there currently isn't a way to edit a knowledge article from a portal view, but depending what your organization has enabled, users on the portal have the ability to flag a knowledge article with a comment, and / or provide comments on the knowledge article. To find more information about knowledge feedback, check out our product documentation site:

https://docs.servicenow.com/bundle/madrid-servicenow-platform/page/product/knowledge-management/refe...

[ChristinaMiller]

The following plugins are activated in the student instances for ITSM:

• Agent Workspace
• Agile Development 2.0
• Automated Test Framework
• Change Management – Risk Assessment
• Continual Improvement Management (CIM)
• Guided Tour Designer
• ITSM Workspace
• Knowledge Management Advanced Installer
• Knowledge Management – External Content Integration Scoped API
• Problem Management Best Practice – Madrid – Knowledge Integration
• Quiz Designer
• Service Level Management guided tour

For personal instances, I believe Risk Assessment, CIM, Knowledge, and Problem plugins need to be activated. Note, that the labs will still not work exactly in your personal instance as the demo data will not be the same. 

[ChristinaMiller]

The following plugins are activated in the student instances for ITSM:

• Agent Workspace
• Agile Development 2.0
• Automated Test Framework
• Change Management – Risk Assessment
• Continual Improvement Management (CIM)
• Guided Tour Designer
• ITSM Workspace
• Knowledge Management Advanced Installer
• Knowledge Management – External Content Integration Scoped API
• Problem Management Best Practice – Madrid – Knowledge Integration
• Quiz Designer
• Service Level Management guided tour

For personal instances, I believe Risk Assessment, CIM, Knowledge, and Problem plugins need to be activated. Note, that the labs will still not work exactly in your personal instance as the demo data will not be the same.