My name is Scott Fabel, and I am a senior corporate training consultant. I have over 25 years of experience working with various Fortune 1000 companies on ServiceNow Implementations, Service Desk Implementations, Microsoft Technologies, IT Service Management, Business Analysis, and Project Management. This includes both consultative services and customized training programs. I am HDI certified, PMP certified, CBAP certified, and an ITIL Expert. I am also a ServiceNow Certified Systems Administrator and a Certified Implementation Specialist. I have been teaching others business skills, professional skills, and technical skills for more than 20 years. I am a faculty fellow at the University of Delaware, speak three languages, and have been inducted into the International Martial Arts Hall of Fame. I look forward to an informative, lively, and interactive session with all of you!
My name is Jenny Grosche and I am a Senior Training and Adoption Lead, ServiceNow Custom Training. I joined ServiceNow three years ago after spending over 15 years as a middle school teacher. I am passionate about the “human” side of technology integration and leading people through complex changes. Certifications include ITIL v3 and ServiceNow System Administrator, and I am excited to be part of Knowledge 19!
My name is Jared Shafton I'm the Director of IT/Sr. ServiceNow Developer at GlideFast Consulting. I've been an admin/developer on the ServiceNow platform going on 5 years, and have been focused on PPS for the past year. I am a Certified Systems Admin, Certified Developer as well as a Certified Implementation Specialist. I'm excited to be here at K19 and to assist you all!
My name is Sharon Gaudino. I am the Director of Learning Service at CAI, a ServiceNow partner. For the last 6 years, ServiceNow has consumed my life (in a good way!) and I've had the pleasure of working on many implementations, teaching many classes, and working with thousands of wonderful individuals throughout the ServiceNow community. I am looking forward to meeting you all this week at Knowledge! You are in great hands with our amazing K19 PPM training team. We are here to help you so please don't hesitate to throw your questions here on the Community any time! See you all Sunday!
For those using Portfolio SAFe instead of Agile 2.0, may we install this plug-in and will it perform as needed for the Agile requirements of this pre-conference training?
Note on Ideas, Create other UI Actions on Idea to transfer Ideas to Requests, Stories, Features, Changes or Incidents. Only about 1% of submitted Ideas we receive are something that would become a Demand. the rest are much more minor and usually, go elsewhere.
We have also found that Projects and Demands run a bit more parallel than serial. We often find we need to do a lot of scoping, discovery or research in order to asses the demand. Which then is really the beginning of projects discovery, so they overlap a bit.
One thing to keep in mind...if you create a project from a demand but then go back and update the demand, that information is NOT pushed forward to the already existing project. So if you are not working in a linear fashion IDEA -> DEMAND -> PROJECT, you may choose to start working directly in project. Once the demand is moved to project, the expectation is that the demand will not continue to be updated.
Not out of the box as part of the baseline implementation. I have seen some organizations use categories to help with this issue. The baseline form is very simple, you can configure the form to include other baseline fields to help with this process.
Good morning all, My name is Howard Richter and I work at Cox Enterprises as the Sr. ServiceNow admin. I have over 4 years with the ServiceNow tool (as a customer/admin) and before that 20 years Remedy (and before that, well that would show my age). We went live with PPM about 2 years ago, and it has not been a fun ride. Our hope is SN can resolve the issues caused by a bad implementation.
Is it possible to 'gate' access to Ideas? This is more of a case of limiting access to users who spam requests, submit repeat requests, or consistently post somewhat absurd request (see wollman's first comment.) I heard someone mention a "Three strikes and you're out" mentality. Is it possible to enforce this in some way and revoke access to Ideas (out of the box it requires no license to access, just wondering if there was a way to lock a user out.) Obviously this isn't ideal, but based on how many comments/questions were raised I suspect this isn't an unlikely scenario.
I have seen organizations build custom stage gate workflows as part of the demand process. Again...not baseline configuration but it is possible.
Regarding “locking people out” — I would be more inclined to build some process here. Perhaps you only open the Submit an Idea catalog item to a select group of individuals rather than making it accessible to the world. Then you could establish some liaisons who are responsible for reviewing and doing a certain degree of light vetting before the idea comes through.
In case you use the service portal for your end users (and not backend), couldn't you just simply add these users to the "Not Available For" by creating a user criteria for users who aren't allowed to submit Ideas?
@Fredrik - yes, exactly. This would allow you to control who has the ability to submit an idea and put some process around ideas. I’d prefer this over the “three strikes and you’re out” approach.
We will be implementing Service Now PPM later this year. There has been talk about limiting who can submit ideas. Or having the manager need to “approve” the idea before it goes to the application/process owner to approve/defer/delete. I’m wondering for those that are using this already, do you “limit” who can submit ideas?
Good morning. Not a PM. I manage software engineers. Since we're an isolated group in our company, we often manage our own projects independently of the PM group. We recently moved to SN PPM from Innotas and the uptake has been a little rocky. Hoping this class will ease the effort.
I'll take this suggestion back to my team, we'll have to see how things go when PPM goes live for us. If we decide we need to implement then I'll see about this approach. Thank you.
If you have this in the Service Portal it's a good idea to have a description telling what kind of ideas that should be submitted, and examples of things that shouldn't go as an idea (like I need a new phone).
I prefer to have it open to start with, but if it becomes a problem you could look in to limiting who can submit an idea. It's good to think about it beforehand as you're doing, since this is a risk for sure.
I know its possible to crate projects directly without going through demand management. We've decide for new projects that are already approved that we would forgo demand management. Are there any advantages with creating demands before projects in this case?
Actually, in addition to, or instead of, I'd recommend setting up a contextual search based on the Title field on the Record Producer for submitting ideas, that searches the Service Catalog, Knowledge Base and possible open ideas to avoid duplicate entries, and entries that are actually already available as items to order or as knowledge articles.
How to setup Contextual Search can be found here on docs!
We are interested in this as well. Fortunately, some of our business process today on Ideation submission (currently through SharePoint) has this in place. It is intended to carry that forward, wherein only authorized or approved users submit. For us, that will primarily be a role similar to a Business Planner, Manager and/or Leadership only.
Well it obviously will depend on the culture at your company, even for projects that you know are going to be done, doing the work in demand first will give you the opportunity to prioritize all of the demands. At my organization we will be having a group called our portfolio management team approving demands to become projects. This step also approves the resources. It makes sure you don’t always say yes to everything and have a good idea of what is going on across the organization.
One thing you miss by going directly to project is the assessment piece of the demand process. Assessments are associated to the demand process. Many of the other activities that happen in Demand can also be done in Project (ie: cost planning, resource planning, etc) but the demand assessment is solely associated with the demand record.
It is not unusual, however, to have projects that skip the demand state. If the project is a regulatory project or something that must be completed the demand step holds less value because it is a foregone conclusion that regardless of the assessments, the project must happen. Some organizations are very strict about moving a project ONLY if a demand exists. Other organizations allow for the project to originate in the project app.
Matthew Wollman, Senior IT Service Management Analyst and ServiceNow DevOps, Currently at Northeastern University and working with ServiceNow for 9 years and Remedy for 5 years before that.
Madhukar Kakaraparthi, Senior Manager, Applications. Working at Tapestry, have been using the Service Now Platform for 8 years. Looking to gain more knowledge on PPM module. Interested to see if there is anyone actively using this in their companies currently.
For me, the issue is that you do start collecting some user stories in demand. Also stakeholder requirements, which are there already in demand. But there's no OOTB way to link Requirements to Epics or User Stories (or if there is I haven't found it)
Update: Unfortunately it is not an option to get an electronic copy of the course. Since you signed up for a live class, the only option is the hard copy of the materials. Online training options comes with an electronic version of the book; live classes come with a paper copy. Sorry for the inconvenience.
Ah...yes, Requirements are for waterfall projects. Stories are for agile project. Never the two shall meet. 🙂 You could build something custom to create a story from a requirement but there is no baseline option (that I know of) to link the two. Good suggestion for an enhancement!
Yes, the “Submit an Idea” record producer can be restricted to specific users/groups. This would need to be done by the system administrator. This is very common.
There is PPM Process documentation, which contains some of this detail. This documentation is available for partners that are doing PPM implementation. For partners, if you have access to the Partner Portal, you will be able to find them in the Tools and Resources section.
There was a question about reporting in PPS. Here is an article that details the baseline reports that are available with the PPS module: https://docs.servicenow.com/bundle/madrid-it-business-management/page/product/project-management/concept/c_ProjectReporting.html
There are also several dashboards that come with PPS:
Program Manager dashboard: https://docs.servicenow.com/bundle/madrid-it-business-management/page/product/program-management/concept/c_ProgramManagerDashboard.html
