K24 – Now Learning - IT Service Management Implementation (ITSMI)

[Jan Spurlin]

Welcome to IT Service Management Implementation 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 be monitoring this article until May 24.

[Jan Spurlin]

Greeting students - Gavin and I are really looking forward to meeting you and working with you on the ITSM Implementation class at the Knowledge conference. It's almost here!!

Please take a minute and respond/reply to this post and introduce yourself AND let us know if there are any specific questions or topic areas that you are hoping will be covered by this training. We have a full packed agenda - but we usually can make time to explore things.

See you soon in Vegas!

[Kyle J]

Kaile (Kyle) Johansen

Olathe, Kansas USA

Married no kids

been using and administering ServiceNow since Eureka (7 Years now)

I work for Honeywell Federal Manufacturing and Technology

I am looking for as many out of the box best practices as possible.  I am with my 3rd employer in my ServiceNow journey and all the previous had already gone live before I started.  We taking a two step approach to ITSM go-live, we will do the first part in May 15th and then the second July 31st.  ITOM and others will come end of year and next year

Question: are there any digital textbooks we need to have pre-loaded and ready?  

[Rob Bushrod]

Hi,

Rob Bushrod here, I'm coming over from England for Knowledge and this course. Current job title is Senior ServiceNow Admin at Bell Integration. This will be my second Vegas Knowledge event having been last year and done the App Developer course in the pre-conference training.

Our instance is already up and running, so I'm looking for learning new skills and knowledge as there is always chatter going on about looking at the partner program and what that needs.

See you on Sunday

[Bill18]

Hello!

Bill Pyles

Head of Enablement Technologies

Oxford, Ohio USA

Married, kids, dogs, cats, and Forged In Fire Champion

I have been on ServiceNow since about 2007 (long before cities, lol).  Domain Separation expert / architect. coming back into classes as refreshers and of course the cert (never bothered in the past to take the tests).

Cant wait to meet you all!

[KerriOC]

Kerri O'Connor

Phoenix, Arizona, USA

User/Admin of ServiceNow for 6 Years

Super excited for K24 and the pre-conference training! I'm the Manager of Tools and Infrastructure for our team which encompasses our ServiceNow instance.

We are a small team who inherited a highly customized instance. Goals include moving back toward more out of the box functionality and laying a strong foundation for the capabilities for the Now Assist features to enhance what we do rather than use custom scripting. (Like what was done in the past).

No questions at this time. Really excited to learn and enjoy K24 since this is my first experience! See everyone Sunday.

[Jan Spurlin]

Be sure and check out the onsite certification opportunities at K24.  All the details are on this page:

https://servicenow.swoogo.com/Knowledge24Certification

After taking this ITSM Implementation course at K24 you will have a voucher that can be used to take the exam.

[Heidi Presteen]

Hello everyone, 

I am Heidi Presteen and I will be one of your TAs in class. I've been at ServiceNow for 9 years and have never missed a Knowledge!  You are all in for an amazing class led by Jan and Gavin. Looking forward to meeting you all and see you on Sunday. I am flying in from Minneapolis, Minnesota, USA. 

Heidi 

[gavinsn]

Hello everyone!! Please register for your instance for class here. 

https://clabs.link/itsmi-may-9367

[Kyle J]

@gavinsn what is the code for the SN Lab instance??

[Scott_Bockhop]

Hello,

My name is Scott Bockhop and I have been working with ServiceNow for almost 4 years now.  I work for a MSP called Core BTS and I am in charge of our instance.

My company is looking to expand our services to support ServiceNow for other companies.  I am looking to help cement my knowledge around ITSM for any future implementations. 

[gavinsn]

Reservation code: TSRT3

[gavinsn]

Article on Universal Request 

Employee experience

Enhance the experience by eliminating the employee confusion when figuring out which department to reach out to for help. Hide the complexities of the service delivery process by handling request transfers across the enterprise behind the scenes.

https://docs.servicenow.com/bundle/vancouver-employee-service-management/page/product/universal-requ...

[Amie Macejkovic]

Question about Catalog Item Builder:

It appears that the catalog item goes through a Publishing process with Catalog Item Builder, however if the catalog item is edited within the classic UI it doesn't require this publishing process?  So, you can edit a catalog item that is published?

[Heidi Presteen]

@Amie Macejkovic 

Here are the instructions from Docs. 

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/product/service-catalog-man...

[gavinsn]

Dynamic Translation

https://docs.servicenow.com/bundle/vancouver-platform-administration/page/administer/dynamic-transla...

[gavinsn]

Password:vELPeYwFML8C

[Heidi Presteen]

Good morning everyone!

Welcome to Day 2. 

As Jan announced at the start of class and in case you missed it, please:
1. Check your email to find your exam voucher. Jan marked you all as "completed" for the class which triggered the workflow to send you the exam voucher. Please let us know if you didn't receive it. 

2. If you are ready to take the exam, you can redeem your exam voucher to take the exam while you are attending Knowledge! Here is the link for more info: https://servicenow.swoogo.com/Knowledge24Certification

3. We thrive on class feedback! Please fill-out the class survey when it hits your inbox. We appreciate it!

[gavinsn]

ITSM Exam Prep Guide

Exam Prep Guide for ITSMI

https://nowlearning.servicenow.com/lxp/en/credentials/certified-implementation-specialist-it-service...

[Kyle J]

When I click the link to accept the terms for the EXAM voucher, it makes me log in, which is fine.  But then it comes up and says what is in the following screenshot.

I don't get a button to accept terms and I have not received another email with the voucher info.  I also check my NowLearning profile under My Vouchers and it isn't listed.

[gavinsn]

If anyone is interested in downloading my ISTM Quiz. I created an account on my instance for you to download the PDF. We can't add a PDF here. 

https://itsmi-may-9367-002-instructor.lab.service-now.com/

username: gavin.lowe

password: todayisITSMI**100

Search for this article KB0010001

[Heidi Presteen]

SWAG has arrived!

Go to room 202 during a break or lunch. The tech kits have arrived 🙂

[Heidi Presteen]

@Kyle J  I submitted an incident and will keep you posted. 

[Scott_Bockhop]

Hello,

I just wanted to post some appreciation for everything you showed us during training and share that I was able to pass my CIS-ITSM.  Thank you for all your help and for answering all my questions!

Scott Bockhop

[Jan Spurlin]

@Scott_Bockhop - Woo Hoo - so glad you got your certification. Now make sure you keep it up to date with the annual delta exam!  If you don't know what this is - let me know and I'll give details.

Jan

[KerriOC]

Congrats @Scott_Bockhop! Well done!