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.

[Jan Vromant1]

Welcome to the Casanova 605 ITSM Fundamentals training!  I am looking forward to meeting you on Sunday morning.

[User192788]

Hi everyone and welcome to the Knowledge19 ITSM Fundamentals course! Please don't hesitate to post your questions here and we'll be happy to answer your question. I will also be posting helpful links for this course so stay tuned.

[Aaron W_ Smith]

Good Morning and welcome to ITSM fundamentals at K19!!

[Jerry Enstrom]

Good morning everyone! Welcome to K19 and ITSM Fundamentals!

[JonathanJacob]

Welcome all!

[Royal Sirrine1]

Welcome all from DFW TX

[Justin33]

hey there, Justin PayPal, SNOW for about 5 years, NERD.

[Karn Smith]

Karn Smith,   Creating a new ITSM system.  This is my second Knowledge.

[baronvonimel]

Hello, my name is Scott Imel, I'm the product manager for ticketing and communications at Rackspace, the managed hosting company.
I've had a bit of experience with ServiceNow but not hands on - that's why im taking this class - I need to understand how to it works to implement it. 

A fun fact is that i meant to take a different class but it filled up first so this was my second choice - sorry Aaron!

[jason_marcell]

Hello Everyone,

I am Jason Marcell and I work from Sub-Zero Group, Inc.

I am an Application Systems Analyst 2 which means that I am the techical owner for SNOW in my company

My company has been using SNOW since 2015

I am looking to brush up on the ITSM stack in SNOW and learn some new things

I am a sports nut so you will probably find me in the Sports Book at some point this week

[Donald Rampley]

Donald Rampley, IBM.  I have been working with ServiceNow for about 1 year.  I work with customers who want to install ServiceNow.

[shirleyc]

Hi... Shirley Connell with Shell, we've implemented ITSM but interested to see what a more 'out of the box' version looks like

[Bryon Ingermann]

Howdy! Attending from Dallas and working for Capital One. I have been using Service Now in some form or fashion for about 5 years over a couple companies.

[Gwendolyn Morga]

Hey, all ... super new to all things ServiceNow.  

Current position -- IT Sr Knowledge & Communication Mgr, Key in on that "Knowledge" part ..... that was just added to my plate and looking to utilize ServiceNow to it's fullest in that realm.

Here to soak up as much info as possible.

[jonathandrury]

Good morning. 

I have owned our install of BMC Remedy for the last 5 years.   Looking to move to SN this year.    

Fun fact:  you'll see me at the craps tables!

[balcells]

Hi everyone!

My name is Albert Balcells, first time at Knowledge. I work for Spruce Technology, a systems integrator based out of NY/NJ.

Looking forward to broadening and deepening our knowledge of the platform so we can continue to help our customers.

[charris-greatam]

Hello from Iowa, DevOps Engineer

[Cheryl3]

Hello - I'm Cheryl Nowlin for Houston.  I work for Shell Oil and we implemented ITSM in 2017. 

[Gary Hood]

Hi All.

My name is Gary Hood.  I'm the Director of Support Services for the State of Alabama Office of Information Technology.

[Jan Vromant1]

The ITSM Glossary can be found here:

https://www.axelos.com/corporate/media/.../glossaries/itil_2011_glossary_gb-v1-0.pdf

[Jan Vromant1]

Correct link:

https://www.axelos.com/corporate/media/files/glossaries/itil_2011_glossary_gb-v1-0.pdf

[User192788]

WMATA Site: https://www.wmata.com/

[Robson Carmo]

Hello from Brazil, I work for Equinix as Sr Architecture, first time at Knowledge!

[User192788]

Base system roles in ServiceNow (including roles outside the IT Service Management): https://docs.servicenow.com/bundle/madrid-platform-administration/page/administer/roles/reference/r_...

[M F]

Hello all! This is my second KNOW conference and first time in a training session. I'm a process owner at Fiserv.

[M F]

Hello everyone! I work for Fiserv and this is my second Knowledge conference.

[Maverick E]

Hello! I'm Maverick and I am a ServiceNow Developer and Admin. I work for a great company called Technology Spa, and we are based in Dallas Tx. I'm looking forward to learning a lot this week and especially these two days!

[KennethPaz]

Thank you Jan!

[deanarrington]

Dean Arrington Eastman Chemical Corp. First time at Knowledge. 

We have been using ITSM for a year. We have not fully utilized Knowledge and Problem. Starting to grow these. Here to learn more on them.

[bwilliams77]

From University of Kentucky

Service Desk Supervisor, looking to increase understanding to in ITSM and work toward implementation.

[deanarrington]

Dean Arrington

Eastman Chemical Corporation

Have been using ITSM incident, change, service request, and some knowledge for a year. 

[JonathanJacob]

Benchmarks info for specific customer types:

All ServiceNow customers are allowed to participate in the Benchmarks program by opting in from their ServiceNow production instance, except:

• Express customers
• Federal customers
• Customers with on-premise instances

Note: You must have a production instance to opt into the Benchmarks program.

Managed Service Providers (MSPs) and MSP-managed instances are supported, but with restrictions. MSP data is not included in global Benchmarks calculations, however, global Industry, Number of users, and geographical Region benchmarks can be downloaded for comparison in the Benchmarks dashboard.

Changing KPI configuration within the month requires one to two months of data collection before your monthly values reflect that change.

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

[Jan Vromant1]

Bem vindo!

[Rhonda Schmidt]

Hi I'm Rhonda Schmidt and I work for Erie Insurance.  I'm here to gain knowledge on the "whole" ITSM suite.  I currently work with the Service Center team where they do Service Requests and Knowledge.  I'm new to the team so my knowledge is based on what they've share within these areas only. 

[JonathanJacob]

Question regarding types of benchmarks:

• 26 available KPIs (20 ITSM, 3 ITOM, 3 Security Operations).

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

[Keith Couch]

How integrated is Continual Service Improvement with Problem Management?

Will Problem Management and Continual Service Improvement be covered in this class?

[JorgeD]

Hi all, 

I come from Panama, I work on Brinks' NOC, and have been using service now for the last 7 years. Trying to learn new things.

[User192788]

Hi Keith, that's an excellent question. Continual Service Improvement is integrated with Problem Management. Please take a look at this link for more information: https://docs.servicenow.com/bundle/madrid-it-service-management/page/product/continual-improvement-m....

We will be covering Problem Management tomorrow morning. We have a dedicated module for that. However, we don't have a deeper discussion on Continual Service Improvement. You can take a look at the link above for more info.

[Todd Schlett]

ITSM packages -- can the 4 modules included only with professional also be subscribed to individually?

[jason_marcell]

Will we be covering Service Desk Call at all?  We have a custom built "Ticket" transfer app and I was curious to see how call worked.

[Aaron W_ Smith]

LOL  I won't take it personally 😛  Maybe it is fate and this class will be way better! 🙂

[User192788]

Hi Todd! Great question. Unfortunately, I do think that it's not possible but you can always confirm this with your Accounts Executive.

[Aaron W_ Smith]

Jason, Call is not included in the scope of the class but any of us should be able to answer your questions about this plugin

[Keith Couch]

Lab says the caller is responsible for setting the priority... shouldnt that have something to do with the criticality of the CI and the busienss impact of the incident?

[deanarrington]

Hello,

My Name is Dean Arrington. I have been using ServiceNow for almost a year. I am currently leading a Knowledge project. Happy to try and answer questions you might have. 

[ChristinaMiller]

[zachfleener]

Hi All, Zach Fleener, Technical Services Manger for Progenity Inc. I run the Service Desk, Break/Fix, Help Desk, Purchasing, Change Management Departments. I'm based out of Ann Arbor Michigan with offices in Dallas and San Diego also. I own ServiceNow for our company, we run Incident, Change, Asset and are just building out Discovery.

[User192788]

Ideally, we do get the input of the caller first for us to determine their take on the right priority for their incident. The fulfillers/Service Desk agents can just simply modify that afterwards and provide an explanation in the Work Notes field why the change in priority is necessary.

Baseline, that automatic calculation of the priority value from the criticality and business impact is not yet available out of the box. That's one of the cases wherein you will need to perform some configurations in your instance to fulfill that scenario that you have presented.

[Todd Schlett]

Are the 'overview' dashboards being used in class out of box?

[Keith Couch]

in the demo data, i see a lot of unassigned tickets.   Is that indicative of how SNow typically works?  Seems like a bad idea!