K23 ITSM Implementation - Galileo 1007

[ChristinaMiller]

If you are in the K23 ITSM Implementation class in room Galileo 1007, please introduce yourself and post any comments or questions here using the COMMENT button. Classroom staff will be monitoring this conversation during class on May 14-15, 2023, and will answer to the best of their ability.

We will share an instance reservation link with you during class!

The reservation code to reserve your instance is: 66XXC

The password on your instance is: ypmQxAMuuhpn

Please do not change your password! 

SCHEDULE:

Day 1

Introductions

Course structure and overview
Classroom logistics
Module 1: Overview and Context
Module 3: Service Portfolio Management

BREAK
Module 4: Service Catalog and Request Management

LUNCH

Module 4: Service Catalog and Request Management (continued)

BREAK
Module 6: Incident Management

Day 2

Module 7: Problem Management

BREAK

Module 7: Problem Management (continued)

Module 8: Change Management

LUNCH

Module 8: Change Management (continued)

BREAK

Module 8: Change Management (continued)

TIPS WE HEARD IN CLASS:

• Don't forget to check system properties! 
  • Check for specific 'Properties' modules in the navigator
  • Review the System Properties (sys_properties) table and use filters to search by application scope or package.

CONTINUE YOUR LEARNING:

At Knowledge 23

After Knowledge 23

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

Additional LIVE instructor-led courses: https://www.servicenow.com/community/training-and-certifications/looking-for-instructor-led-training...

Now Learning contains tons on-demand training courses: https://nowlearning.servicenow.com/lxp

On Demand ecommendations we discussed in class: 

• Knowledge Management Fundamentals
• Knowledge Management Implementation
• Major Incident Management Fundamentals
• Major Incident Management Implementation
• ITSM Implementation Simulator
• Common Service Data Model Fundamentals
• Configuration Management Database Fundamentals
• Flow Designer Essentials (A path of several courses)
• Performance Analytics Essentials

[Daniel Choisser]

We utilize problem management not only to track re-occurring issues, but we also use it as a way to track work towards some event in the future that we know may have issues or conflicts. If we are planning an upgrade and we know that this may have an issue with another system, without a known solution, we spin up a problem record to track investigation and work toward mitigating any issues.

[Phil Scherry]

TIP: Roles & Groups

You should ONLY ever assign roles to Groups and not directly to Users.  Users receive their roles by being added to a group.  This includes ADMINISTRATOR.

Also, filtering of Assignment Group and Assigned To should be based on Role and not group membership.

Roles can be nested, and you can create your own role.

[Phil Scherry]

TIP: Flow Designer

This was a GREAT YouTube Series by The DUKE on Flow Designer basics.  He covers the topics in 10-15min videos, and the series is 15 videos long.

https://youtube.com/playlist?list=PLkQDoKoP0MAOMa7o_B8_hhtzoXMA7ZQaJ

[Phil Scherry]

I found no IDEA for adding a search function to Flow Designer Data Pill picker, so I created one: https://support.servicenow.com/now?id=view_idea&sysparm_idea_id=3e34f9ca93fe2590f2167de86cba106b&sys...

[Phil Scherry]

Nice graphic to understand CSDM

Documentation at: https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/product/csdm-implementation/concep...

[Phil Scherry]

This is an OLD graphic from ServiceNow about the Customization risk level, but it's still valuable today.

[Clayton Bagwell]

Hello,

My name is Clayton Bagwell and I work for the National Energy Research Scientific Computing center (NERSC) at Lawrence Berkeley National Laboratory in California. This is my fourth in-person Knowledge conference. I work with User Engagement and am working on a staff onboarding process.

[ChristinaMiller]

Problem Management resources provided by David Banghart. Thank you David!

• How ITIL® Differentiates Problems and Incidents by Barry Corless​
• Incident Management vs Problem Management: Differences Explained by Joseph Mathenge​
• Problem Management Defined by Doug Tedder​
• Getting Started With Problem Management by Ken McGunigle​
• Proactive Problem Management​
• The Best Way to Prevent Incidents by Stuart Rance​
• Want to predict and prevent major incidents? Stop looking for them! by Martijin Maas​
• Tips​
• 10 Top Tips For Problem Management by Lois McConnachie​
• 10 practical ITIL problem management tips to help you get started by Stephen Mann​
• 19 Tips for Problem Management Success in 2019 by Joe The IT Guy​
• ITIL problem management: can ITIL 4 finally fix the problem? by Stephen Mann​
• ROI​
• Problem Management: Major Payback for the Data Center by Mark Levin​
• Calculating the ROI of ITIL: Case Studies, Issues and Results by Doug Tyre​

[Phil Scherry]

Where can I see which subflows are called by which flow?

https://www.servicenow.com/community/now-platform-forum/where-can-i-see-which-subflows-are-called-by...

[Phil Scherry]

How do I get a list of all flows where the Trigger is ...

https://www.servicenow.com/community/developer-forum/how-do-i-get-a-list-of-all-flows-where-the-trig...

[Pierre_B]

Let us not forget that despite being an amazing tool, ServiceNow alone will not cure all of that ails us.

We need 4 key elements to succeed. 

1. People, educated and trained on the processes + they need to comply to the processes
2. Processes that are defined, documented, as simple as possible. They should be good enough to handle the vast majority of the situations. The exceptions should be handled via procedures.
3. Technology - hey we are in IT are we not 🙂
4. Partners, we need good, solid relationships with our suppliers and vendors with little to no "us vs. them" culture. Contracts should be win-win.

[kgdaug]

If ServiceNow is encouraging the use of other roles besides ITIL that offers limited visibility and usage, are they also looking at modifying ITSM licensing to include licenses beyond approver and fulfiller? If a user isn't using the all the functions within ITSM, a fulfiller license is overkill

[dpearson]

Hi, everyone.

My name is Darlene Pearson from Regeneron Pharmaceuticals, Inc. in Tarrytown, NY.  I started using ServiceNow in 2013 and am the SME/POC within my department, responsible for ensuring workflows are developed.  I work/support the business areas for collecting requirements for workflow implementations, dashboards, etc.  

Currently, looking to build an "external portal" for our business area and welcome any feedback.  Business users often need information that would require ITIL access and looking for ways for them to track requests, have visual dashboards, etc. without the ITIL access....gotta love the "business needs".

Great meeting a lot of you and thank you to the instructors and contributors in the workshop.

Kind regards,

Darlene

P.S.  I have learned they are looking to use the Employee Center module for this "external portal", but not familiar with that module - any thoughts?

[Phil Scherry]

TIP: If you haven't installed them yet, install the CSDM and CMDB Dashboards

https://docs.servicenow.com/en-US/bundle/utah-servicenow-platform/page/product/configuration-managem...

AND activate the jobs too (don't forget this part).

[kgdaug]

If ServiceNow is encouraging people to give users other roles besides ITIL to limit what they can see/access, are they looking to modifying their license offerings to more than "approver" and "fulfiller"? ITSM fulfiller is expensive if a user is only leveraging a portion of the product.

[Phil Scherry]

If you aren't familiar with the non-ITIL roles, the DOCS are hard to find.

https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/incident-management...

[ChristinaMiller]

Hi @dpearson !

Q: Currently, looking to build an "external portal" for our business area and welcome any feedback.  Business users often need information that would require ITIL access and looking for ways for them to track requests, have visual dashboards, etc. without the ITIL access....gotta love the "business needs".

A: You can create custom portals via UI Builder. These can contain reporting widgets, dashboards, etc. It may also be that a custom dashboard would suffice. Depending on the widgets you wish to include, you may still have to consider read (& write access) so your users are able to review the data. If you are not already leveraging the ITSM Business stakeholder roles for each of the process areas, I encourage you to do so. These granular roles were created for just this kind of use case! (For example sn_incident_read or sn_change_read, etc. You can find these listed on the roles table in each of the modules in your eBook!) You may also find this useful: https://docs.servicenow.com/bundle/utah-it-service-management/page/reuse/itsm/reference/installed-wi...
and
https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/incident-management...

[ChristinaMiller]

Hi @kgdaug 

Q: If ServiceNow is encouraging the use of other roles besides ITIL that offers limited visibility and usage, are they also looking at modifying ITSM licensing to include licenses beyond approver and fulfiller? If a user isn't using all the functions within ITSM, a fulfiller license is overkill

A: I encourage you to discuss licensing implications with your ServiceNow rep, but I wanted to ensure you knew about the granular roles for each of the ITSM modules, as well as the Business Stakeholder role. You can find information about the granular roles within each of the modules (chapters) in your eBook on the 'roles' page, usually near the front of the chapter. You may also want to review this from Product Docs: https://docs.servicenow.com/bundle/utah-it-service-management/page/reuse/itsm/reference/installed-wi...
and
https://docs.servicenow.com/en-US/bundle/utah-it-service-management/page/product/incident-management...

[David Banghart]

Question: One outcome of a Problem Record is Accepted Risk. Can this risk be tracked in (or connected to) the Integrated Risk Management (IRM) application or anywhere else?

[Manas Madan]

@David Banghart Hi David, 

• The use of "Accept Risk" is for, If a fix for a problem cannot be discovered or the fix cannot be implemented, the Problem Coordinator can use the Accept Risk button and provide the reason why they are accepting the risk of not fixing this problem.
• For Risk tracking, after you click on the button "Accept Risk" on the Problem form, the "Accept Risk Dialog Form View" Form Section is displayed and you must provide a valid reason in the form field "Risk accepted Reason". After submitting this form section which can also be configured to include new fields(navigate to ALL > Form Sections > Accept Risk Dialog Form View), this particular Problem Record automatically appears in the module "Risk Accepted" also part of the Problem Application
• For Integration with ServiceNow IRM, please check the below links: 
• https://docs.servicenow.com/en-US/bundle/utah-governance-risk-compliance/page/product/grc-risk/conce...
• https://www.servicenow.com/community/grc-forum/what-modules-can-irm-grc-integrate/m-p/1299093

• .