K24 – Now Learning - ITSM Fundamentals

[Marwa HAJLAOUI]

Welcome to ITSM Fundamentals at Knowledge24 Now Learning Pre Conference Training!

We will be using this forum to:

• Connect – You are welcome to introduce yourself using the COMMENT button and share your role within your organization and what you hope to get from this learning experience.
• Ask and answer questions - Please post comments or questions here using the COMMENT button. Classroom staff will respond to the best of their ability.
• Share resources – Let us share resources and links that will be valuable for future reference.

NOTE: Now Learning staff will stop monitoring this article on May 24.

[Manas Madan]

Hi Everyone,

Hope you all are looking forward to the K24 event in Las Vegas!

If you are in the K24 ITSM Fundamentals class in the room Galileo 901,  Please post any comments or questions here using the COMMENT button.

Below are links to some of the additional courses you can register on Now Learning to learn more about ITSM and other interesting topics in ServiceNow:

NowLearning

This is the official training web site for ServiceNow. You can get free trainings and extra knowledge

https://nowlearning.service-now.com/

CMDB Fundamentals

Training to obtain core understanding of configuration management data base

https://nowlearning.servicenow.com/lxp?id=learning_course_prev&course_id=e79cd6971bc01410ce5420622a4...

Knowledge Management Fundamentals

Learn how Knowledge Management on the Now Platform™ can increase self-service and satisfaction rates for customers and employees, while also boosting overall agent productivity.

https://nowlearning.servicenow.com/lxp/en/now-platform/knowledge-management-km-fundamentals-vancouve...

Knowledge Management (KM) Implementation

Get started with implementing and configuring the Knowledge Management application with Knowledge Management Implementation.

https://nowlearning.servicenow.com/lxp/en/now-platform/knowledge-management-km-implementation?id=lea...

Subscription Management Overview

Learn to manage and allocate subscriptions and understand how they are used in production and non-production instances.

https://nowlearning.servicenow.com/lxp/en/now-platform/subscription-management-overview?id=learning_...

ITSM Professional Suite

This Learning Path provides all required training and exams to become a ServiceNow Certified ITSM Professional.

https://nowlearning.servicenow.com/lxp/en/it-service-management/it-service-management-itsm-professio...

Get Started with NowCreate

Learn how to use NowCreate which provides step-by-step delivery guidance based on real-world experiences and proven leading practices

https://nowlearning.servicenow.com/lxp/en/now-platform/get-started-with-now-create?id=learning_cours...

Major Incident Management Fundamentals

Leverage ServiceNow Major Incident Management to increase employee productivity and minimize disruption to end users by ensuring business continuity with streamlined service restoration and communication activities.

https://nowlearning.servicenow.com/lxp/en/it-service-management/major-incident-management-fundamenta...

Major Incident Management Implementation

Learn how to configure the ServiceNow Major Incident Management application, including supporting integrations to collaboration tools.

https://nowlearning.servicenow.com/lxp/en/it-service-management/major-incident-management-implementa...

Flow Designer Fundamentals

Complete all courses on this path to learn and practice Flow Designer's core skills

https://nowlearning.servicenow.com/lxp/en/now-platform/flow-designer-fundamentals?id=learning_path_p...

Common Service Data Model (CSDM) Fundamentals

Get an introduction to the CSDM with Common Service Data Model (CSDM) Fundamentals.

https://nowlearning.servicenow.com/lxp/en/it-operations-management/common-service-data-model-csdm-fu...

ITSM Implementation Simulator

Assess your understanding of, and ability to configure, the IT Service Management product in ServiceNow with the IT Service Management Simulator.

https://nowlearning.servicenow.com/lxp?id=learning_course_prev&course_id=50cc03df970ea554524eb3cf915...

ServiceNow Docs

Official technical and process documentation for ServiceNow

https://docs.servicenow.com/

Developer website

Explore Learning plans, take tutorials, API References, Guides & More

https://developer.servicenow.com/

Tech best practices

Tips for Building strong functionality in ServiceNow by writing high-quality code.

https://developer.servicenow.com/dev.do#!/guides/rome/now-platform/tpb-guide/scripting_technical_bes...

Getting started with Next Experience

Harness the power of Now Experience to build and design amazing experiences your users will love.

https://developer.servicenow.com/dev.do#!/guides/next-experience

No Code Citizen developer Guide

Learn about the steps for Building an Application & More

https://developer.servicenow.com/dev.do#!/guides/rome/now-platform/citizen-dev-guide/citizen-dev-int...

NowCreate

step-by-step delivery guidance based on real-world experiences and proven leading practices

https://nowlearning.service-now.com/nowcreate

Get Started with Service Operations Workspace Simulator

This course is crafted for the process user (fulfiller) new to Service Operations Workspace, but is relevant to all those wishing to practice navigating in the workspace. 

https://nowlearning.servicenow.com/lxp/en/it-service-management/get-started-with-service-operations-...

[Abhinav37]

Follow the below link for the CSDM 4.0 White paper to learn more about CSDM!

https://www.servicenow.com/community/common-service-data-model/it-is-time-csdm-4-0-draft-white-paper...

[Manas Madan]

Hi All,

Below are few links to learn more about the topic 'CSDM':

• https://www.youtube.com/watch?v=EnlhMhP2FsM
• https://nowlearning.servicenow.com/lxp?id=learning_course_prev&course_id=eaa12d8d1bcb10505b2699f4bd4...
• https://docs.servicenow.com/bundle/vancouver-servicenow-platform/page/product/csdm-implementation/co...

[Manas Madan]

Below is the link which describes some examples regarding best practice to follow when documenting the 'short description' field on the Incident record: https://www.servicenow.com/community/itsm-articles/guide-to-servicenow-the-mighty-quot-short-descrip....

[Abhinav37]

ServiceNow Tech Kits

Please don't forget to take your ServiceNow branded tech kits from Room 202!! 

[bakers]

Almost all of the work me and my team do represents an ultimate, non-standard changes to production. We are responsible for application software enhancement and feature requests. We do not have a well functioning process for users to use ServiceNow to submit these kinds of requests. 

• Do you recommend that all hands-on work undertaken by an IT team be driven by tasks in ServiceNow? 
• Who usually enters change requests - IT staff or stakeholders?
• Is there an out-of-the-box catalog request item that stakeholders can use from the Service Portal or Employee Center to submit change requests?
• Is it recommend that change records be created for all requests (that aren't standard changes), no matter how trivial?
• Is there a way for normal changes to be approved outside of CCB review (but for which the CCB would have visibility)? One of the class participants mentioned dependency on a "change level."

[NathaniaS]

@bakers 

I'm not with the ServiceNow support folks at Knowledge but can tell you what I've seen done at a few organizations, some of these are really organizationally defined:

• Do you recommend that all hands-on work undertaken by an IT team be driven by tasks in ServiceNow? 
  
  • If you have a contract with SLAs, this would be one of the best ways to analyze whether they are on target, balance workload for the team, identify problems (repeated incidents), and standardize a process for a team to follow to make support consistent and easy, etc. This depends on the maturity of the organization, but ticket tracking ensures things are less likely to fall through the cracks, we can monitor issues based on urgency and other factors and captures lots of data for improvement of services and processes.
• Who usually enters change requests - IT staff or stakeholders?
  • In two organizations I've been with we have the Change Implementer (ex. Network Engineer, Server Admin, etc) submit the Changes. Sometimes they have team members that can submit on their behalf or a sponsor. If there are a lot of changes in your organization I highly recommend a Change Sponsor that can speak to the business need as the technical implementer may not be able to.

[jamespullen]

Beth and David both need a raise. 

[Marwa HAJLAOUI]

Thank you for asking these questions. Please find my answers below :

• Do you recommend that all hands-on work undertaken by an IT team be driven by tasks in ServiceNow? 
  • Using a task-based approach in ServiceNow to manage all hands-on work undertaken by an IT team can offer significant benefits. It is helpful for organizing, prioritizing, and assigning work to IT. Also, It allows everyone to see what work is being done, who is responsible, and when it's scheduled or completed, leading to better communication among team members and stakeholders.

• Who usually enters change requests - IT staff or stakeholders?
  • both can do it!  Stakeholders and business users can also initiate change requests in ServiceNow. This can happen via self-service portals.
• Is there an out-of-the-box catalog request item that stakeholders can use from the Service Portal or Employee Center to submit change requests?
  • yes it is called "Technical Catalog". Also, you can easily create you own catalog which a simple step and does not require any technical background.
• Is it recommend that change records be created for all requests (that aren't standard changes), no matter how trivial?
  • yes! it is recommended to maintain compliance, manage risks, and ensure proper documentation. It promotes consistency and accountability in the change management process, reducing the chance of errors and unintended impacts. This approach also enhances visibility and communication among IT teams and stakeholders.
• Is there a way for normal changes to be approved outside of CCB review (but for which the CCB would have visibility)? One of the class participants mentioned dependency on a "change level."
  • Yes it is possible! you can create different types of CABs and reviews (per region, technology, service..) and each CAB you can specify yourself what change models/types you want to include.

[Donny Techiera]

Greetings,

This dashboard and link to training courses is really helpful and a one stop shop for ITSM..

[Marwa HAJLAOUI]

happy to help @Donny Techiera  🙂