Skilling the next generation of ServiceNow Application Developers! ... View more

You are invited to attend the upcoming 5th annual virtual Holiday SNUG event on Tuesday, December 16 th !    Join me and developer evangelist extraordinaire Lauren McManamon hear from amazing customer presenters and be entertained by an AMAZING mentalist -magician you don’t want to miss! Share your reactions and chat with ServiceNow customers, developers, and partners from across the globe.   Forward the registration to friends and collogues- ALL ARE WELCOME. This is the biggest SNUG of the year- you won’t want to miss it.   REGISTER TODAY  *You must register in advance to receive Zoom login information   Agenda 8:00 am - 9:30 am PT Platform AI Workshop   9:00 am - 9:15 am PT Break   9:15 am - 10:00 am PT Welcome – Tracy O’Brien and Lauren McManamon   10:00 am - 10:30 am PT Now Assist Virtual Agent Adoption & Integrations Ken Bristol, Bristol Meyers Squibb   10:30 am - 11:00 am PT How herding cats helped consolidation efforts at AFRL Tauf Chowdhury, AFRL (Airforce Research Laboratory)   11:00 am - 11:30 am PT Identity and Access Management into ServiceNow Christopher Smith, UNC Health   11:30 am PT - 12:00pm PT KeyBank’s journey with ServiceNow and custom app development with App Engine Adam Stockton, Robert Parry, Seth Nauman-Shamatta, KeyBank   12:00 pm PT - 12:30pm PT Mentalist and Magician Performance Gary Ferrar    12:30 pm PT Closing Remarks     Registered attendees will be provided a link to attend prior to the event with Zoom login credentials. You might be asked to login and/or register for Zoom to enter the virtual meeting.        REGISTER TODAY   * The virtual event will be delivered via Zoom Webinar. Use these links to access information about Zoom Webinar Language and Accessibility features.    Tracy O'Brien SNUG Program ... View more

Hey everyone!    I've been bouncing around for the last couple of months, trying to figure out how best to fit ServiceNow to our particular institution's needs. Sadly, I got here too late to see the workshops and presentations that have been put on in the past... so I figure an open conversation should work as well.   My main questions are: - As a College or University, how do you break down your "Customers?" For instance - we have the student body, faculty, staff, prospective students, library patrons, decentralized/college based IT shops, people who attend football games, conferences, and so on. How do you properly represent all of these audiences and views?  - Related to the above: The CSDMv5 cays "Business Services" are orderable by business users, while "Technology Management Services" underpin the business services and are published to service owners. How do you split up your various applications and services into those two categories, especially when a given individual can fit into multiple roles and audiences in the University?    So a bit more of a deep dive to explain the questions and what I'm getting at:   We have recently implemented ServiceNow ITSM in order to replace our older ITSM software. We have around 12 IT shops on campus - one that focuses on the administrative side of the house (including managing ERPs, networking services, and datacenter/provisioning services), one that focuses on the student affairs side of the house, and then a myriad of college-specific IT shops with a few people in them. This also includes our library, as well as two "Lab schools" we maintain which are actually K-12 schools.    For the most part, we moved over our existing CMDB into the new system, trying our best to link up the existing application instances and CIs as much as we could. However, we never really had the concept of University-wide (or even departmental) services locked down.    My research says that while this works, it is not the way ServiceNow is designed. ServiceNow assumes you'll pin the logical/discovered application instances and CIs up to the services and service offerings, mapped out per the CSDMv5. So with a "blank slate" so to speak, I've been trying to figure out how to make this map so that we can then tie groups and ownership to various elements.   As I'm learning more about Enterprise Architecture, I'm also discovering the higher portfolio management elements - such as business capabilities and the like. I'm trying to "describe" what we do, and what would be considered our products and so on.    To that end, I'm trying to anchor to standard models out there. The first one I was looking at was the "Technology Business Management" taxonomy v5.0.1 . This got referenced a couple times in ServiceNow as a good model to use, as it places things into financial perspectives - an important thing for Universities to track! However, the ServiceNow to TBM mapping/integration document looks a little out of date. It also only provides a few examples of service offerings, and no clarification on if things are considered business or technology management services.  There is an area over there to look into Higher Education uses and possibly extending the TBM model, but it seems to have stalled with no real updates I can see in the last few years.   The other big model I'm referencing is the Educause Higher Education IT Service Catalog . This document is a bit older, having been published in 2019. It also goes down the route of categories, then services, then offerings. However, it breaks down in that it doesn't do the ServiceNow split into Technology Management and Business Services. Still, it is likely a better overall reference, because it has specific needs that Universities face, which your typical business wouldn't. It's less broken down than the TBM taxonomy, which may be simpler for others to understand.    At the end of the day, I'm trying to follow the CMDB implementation strategy ServiceNow provides, following Crawl/Walk/Run/Fly staging. That means identifying our most important business applications (easy enough), then technical management services/offerings (harder), and finally for my purposes, our business services/offerings. I just want to demonstrate that this is the right way to go, so I can get buy-in for others to help map this out. But if I could come to my higher ups with concrete examples of how other Universities have adopted the CSDM and service portfolio management to their institutions, then it would go a LONG way.    (And I'm more than willing to help put in the work to develop that if no one's really approached it yet.) ... View more

ServiceNow Academic Partnerships offers a transformative solution for state and local governments and higher education institutions seeking to address critical IT workforce shortages while creating meaningful career pathways for students. Secure your seat to see how this innovative program brings together academia, government, and industry through a comprehensive approach that provides students with free access to in-platform experiential learning, industry-recognized certifications, and real-world work experience.   With over 48,000 ServiceNow jobs posted monthly globally and a median advertised salary of $118K, this partnership creates a powerful ecosystem that simultaneously helps public sector organizations achieve their digital transformation objectives while developing a pipeline of skilled talent ready to fill high-demand roles in IT service management, application development, and system administration.   Join this webinar to learn how implementing ServiceNow Academic Partnerships can help your institution forge connections across sectors, drive economic development through workforce expansion, and provide students with valuable credentials that lead directly to meaningful employment opportunities in your community.   Don't miss out - Register Now! ... View more

Hello!   We are excited to be hosting a 2-Part Webinar - ServiceNow Best Practice Workshop on CMDB Accuracy, ITOM Discovery & Asset Management on Tuesday, June 3 rd and Tuesday, June 10 th  @12-3pm ET / 9am-12pm PT   Be sure to check out the details and register here   Full Details: Join us for a dedicated technical practitioner’s workshop focused on how to build up your Asset Management program starting with Core, CMDB, and Inventory data which can accelerate your Asset Management initiatives on the ServiceNow platform.   Hear directly from our Asset Management Experts and take away best practices, skills, and knowledge to be successful as you build up your Asset Management program.    Session 1: Tuesday, June 3 rd  will cover: Core Data Checkpoints – what is it and how does it affect Asset Management CMDB Accuracy Checkpoints – review and discuss the importance of the partnership between the CMDB and Asset resources and how the two areas in the platform work together ITOM Discovery and Inventory Collection – why do you need it, how is it used, and how the collection of ”operational” data can assist in maintaining lifecycle information for your Assets/CIs   Session 2: Tuesday, June 10 th  will cover: Hardware Asset Management – Where do you start, and how Hardware Asset Management Pro can accelerate your maintaining your hardware inventory Software Asset Management – We will show you how ServiceNow Software Asset Management helps pull all the data together to put the puzzle pieces together Enterprise Asset Management - learn how to manage non-IT Assets across the business Cloud Cost Management – gain insights into understanding, monitoring, and controlling expenses associated with an organization's public cloud infrastructure and services Register today: HERE ... View more