expert-logo.pngMonthly Digest & Highlights

 

In August, ServiceNow Community hosted 5 Ask the Expert Sessions. Here are the summaries with Q&A highlights of each session. These sessions are available on-demand to watch at your convenience. And, if you still have questions regarding the topic, you can still post them in the discussion thread to get answers directly from the experts!

 

 

1.    Live ChatTechNow - Eureka Access Control List (ACL) Debugging

2.    Live Chat - Discovery | Troubleshooting, Configuration, & CMDB Data

3.    Live Chat -  Workflow | Versioning and Update Sets

4.    Webinar - From Problem Firefighting to Problem Management

5.    Webinar - Up Your Service Catalog Game

 

 

 

I. TechNow - Eureka Access Control List (ACL) Debugging


Expert: Chuck TomasiAndrew Kincaid

Summary: Experts guided audience through the improvements made to access control list (ACL) debugging in Eureka. Watch to find out how to quickly and easily resolve access control issues, what the different icons mean, and which ones get evaluated first.

 

Join the Discussion  | Post Questions | Read Q&A's

 

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II. Discovery | Troubleshooting, Configuration, & CMDB Data


Expert: Aleck LinAmit Dhuleshia

Summary: Experts shared best practices on Discovery and answered viewer's questions regarding the topic.

    • Trouble shooting common Discovery Issues
    • Configure what Discovery finds
    • Looking for CMDB data


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Resources:

ServiceNow Knowledge Base: How to restore MID Server Down (KB0535040)

ServiceNow Wiki - MID Server minimum requirements

ServiceNow Wiki: Information about Discovery Identifiers

 

Join the Discussion  | Post Questions | Read Q&A's

 

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III. Workflow | Versioning and Update Sets

 

Expert: Russ Sarbora

Summary: Expert addressed common issues customers are experiencing with Workflow & Orchestration, showed how to solve common problems with the workflow scratchpad, and shared workarounds.

    • Workflow versions
    • Moving workflows from instance to instance with update sets

 

Q&A Highlights:


Jim Coyne (CompuCom) asks:

Is having multiple "End" activities really a problem or is it fine?  I like using multiples in order to keep the clutter down to a minimum in the workflow - is this "safe"?


Russ Sarbora answers:

It's safe as far as how the Workflow engine executes the flow. It can create confusion for Workflow authors, so that validator is intended to alert you to the situation. You just need to be aware that the Workflow will end when the first End activity is hit, so there may be activities on other branches of your flow that get cancelled or never execute

 

Join the Discussion | Post Questions | Read Q&A's

 

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IV. Webinar -  From Problem Firefighting to Problem Management


Experts: Chris Pope & Stephen Mann

Summary: While corporate service desk and incident management activities commonly receive adequate investments in staff, technology and operations, many IT organizations struggle to justify the investment in problem management. Learn how to proactively identify, and address business-affecting problems and potential future issues. Watch this webinar to learn about:

    • The common barriers to starting proactive problem management and how to traverse them
    • Key industry problem management best practices
    • Customer problem management success stories
    • The continued evolution of problem management thinking
    • How technology is improving, and will continue to improve, problem management activities

 

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    Resources


Problem Management Webinar Q&A Responses

Problem Management Webinar Deck

6 Barriers To Proactive Problem Management

6 Problem Management Best Practices

 

Register to watch on-demand


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V. Webinar - Up Your Service Catalog Game

 

Expert: Mike Malcangio & Stephen Mann

Summary: The IT service catalog, or self-service portal, continues to be a focus for corporate IT organizations of all sizes. The service catalog can also provide a key building block in extending ITSM best practices, processes and technology to other business functions to achieve a consistent, enterprise approach to service delivery and service experience. As with the CMDB before it, the service catalog needs to be treated as so much more than the introduction of new IT service management (ITSM) technology. Attend this webinar to learn about:

    • The common barriers to delivering an effective, and well-adopted, service catalog and how to traverse them
    • How consumerization is raising the bar for IT service catalogs and self-service
    • Key industry service catalog implementation and management best practices
    • Customer service catalog success stories
    • How savvy IT organizations are providing service catalog or storefront capabilities to other lines of business as part of a consolidated approach to enterprise service management
    • How technology is improving, and will continue to improve, service catalog activities

 

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Resources:


Service Catalog Webinar Q&A

Service Catalog Webinar Deck

13 Service Catalog Best Practices

6 Barriers To Service Catalog Success

Service Catalog Webinar Deck

Service Catalog: Look Beyond The Tip Of The Iceberg

 

Register to watch on-demand

 

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