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Monthly Digest & Highlights

 

In December, ServiceNow Community hosted 4 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.    Webinar -  From Managing Servers to Managing Service... Easy with ServiceWatch

2.    Webinar -  Switch from Managing Servers to Managing Services

3.    Live Chat -  IT Asset Management:  Mining for Coal in a Diamond Mine

4.    Live Chat -  Automating Software Asset Management (SAM)

 

 

 

 

I. Webinar | From Managing Servers to Managing Service...Easy with ServiceWatch



Experts: Harel Segev, Ariel Gordon & James Neal

 

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Summary:  IT executives are critically interested in ensuring that internal and customer-facing business services like flight scheduling, phone billing and order taking services are working well.  After all, the business consumes services and not IT components.  IT operations struggle as they are intimately familiar with the health of the various IT components deployed in the data center but have little visibility into how they relate to a specific business service.


There is a solution to resolve the gap between business users and IT professionals via accurate mapping of service relationships from the application down to the database, server and network domains.  Watch this webinar to learn how to:


    • New thinking regarding ServiceNow ITOM service-centric portfolio
    • Application dependency mapping vs service mapping
    • Common pitfalls in service mapping and best practices for a successful project
    • Building effective service maps that complement and extend your ServiceNow CMDB


Register to watch on-demand

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II.  Webinar | Switch from Managing Servers to Managing Services

 

 

Experts: Stu Curtis & Ariel Gordon


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Summary: This webinar discusses the problematic gap between business users, who consume services, and IT professionals, who typically manage the combination of hardware, software and networking components which provide those services.  The experts described a solution to resolve the gap via accurate mapping of service relationships from the application down to the database, server and network domains.  This webinar covers the same topic as above but was conducted and tailored to the Americas audience.  The topics covered include:


    • The new thinking regarding ServiceNow ITOM service-centric portfolio
    • Application dependency mapping vs service mapping
    • Common pitfalls in service mapping and best practices for a successful project
    • Building effective service maps that complement and extend your ServiceNow CMDB



Register to watch on-demand

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III. Live Chat | IT Asset Management:  Mining for Coal in a Diamond Mine

 


Expert: Eric Ferrington


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Summary: IT Asset Management has traditionally focused on answering the IT question "What do we have?".  Delivery of that goal focuses on delivery of basic Asset Lifecycle Management and Software Compliance in order to achieve IT cost savings/avoidance.  At its core IT Asset Management business value is the management of financial, contractual, and technology component data


The focus of this presentation was on how to leverage ServiceNow's IT Asset Management-related modules in order to deliver value to the business that focuses on strategic visibility and increased tactical management for your organization's IT assets.  In this session, you will learn:


    • IT Asset Management
    • Asset Lifecycle Management
    • Software Compliance

 

Q&A Highlights:


David Klimas asks:

I have a question on the Procurement application and importing asset tags and serial numbers.  After a PO is created and the assets are received, my next step is to import the asset tags and serial numbers (for POs).  I know the asset tag and serial number can be entered at the time the Procurement Receive button clicked, but I prefer to scan the data into a file and import into ServiceNow.

 

After the asset tag and serial number is imported using the Excel import feature from the Hardware list view, the asset tag and serial number does not get added to the associated CI.

 

Is this by design? Do I have to then perform a second import to add the asset tag and serial number to the CI?


Eric Ferrington answers:

The CI would be created at the time of Discovery and you can set the values to coalesce on record (s) on, in this case asset and CI. 


One other thing to consider for populating asset records is importing in shipping reporting from a vendor.  This would allow you to generate the specific asset/serial data into a shell asset record pre-receipt.  The benefit to having that information earlier is the ability to define which serialized assets have been received / yet to be received via SN reporting.  Very handy if you find your business often partially receives orders frequently. 


This would allow you to modify the Procurement receive function (via button or import) in order to simply update your asset record.


Hope this helps.

 

 

Join the Discussion  | Post Questions | Read Q&A


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IV. Live Chat | Automating Software Asset Management (SAM)


    

Expert: Ben Sweetser

 

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Summary: When it comes to Asset Management, policy and process are some of the most important aspects.  This is no different with Software Asset Management (SAM).  The technology you use should support your process.  This session covers some of the basics of how SAM works in ServiceNow and how you can leverage platform capabilities to support your processes.  In this session, you will learn:


    • Software Request - Handle approvals, check for available licenses, and entitle software
    • Unauthorized Software - Deal with software discovered in the environment that is not entitled for use
    • Asset Retirement - Free up software licenses as part of an overall asset retirement process

 

Q&A Highlights:


Oscar Lopez asks:

How to manage software when licensing mode is per volume?


Ben Sweetser answers:

To work with a volume license where you install as needed and "true up" on a regular basis, I recommend using a Software License Contract, and set it to a type of Enterprise.  Apply the Contract to your Software Counter, and ServiceNow essentially keeps a running count of rights you are using.  It captures high level history information every time the counter runs (daily by default) which you can use when it comes to time to true up.


Andrew Last asks:

We are starting to look at using and tracking our inventory with the Hardware and Software Asset Management modules. We have been using Discovery and populating the CMDB for the last couple of years, but some of the data needs cleanup efforts especially in the Software side. What are your top recommendations for cleaning up CMBD data before implementing SAM?


Ben Sweetser answers:

Some places I would start, but certainly not the only approach:

    • Identify the information that needs clean up. Do spot checks of some computers to validate the software installations and hardware information that affects software licensing, such as CPU Count.  You could potentially use Data Certification to support this effort.
    • Focus on a small number of software titles and/or vendors for SAM initially. Only create Software Models for those titles initially and get yourself working with those titles effectively before you expand your SAM program.
    • Identify policies and processes around discovery, such as what to do when something is not discovered for a period of time.

 

 

Join the Discussion  | Post Questions | Read Q&A