- My View
And post your questions below by hitting the "reply" link..
This webinar provides an overview of different implementation options available to Express customers. Future and new customers will get an opportunity to know about the implementation process, get a sense of a typical timeline, understand how to best prepare and what resources are available to help.
If you have questions while watching the presentation, Post them on this discussion thread using the "Reply" link below for the experts to answer.
Ricky Urdaneta is a Remote Services NPI lead at ServiceNow. Ricky has several years of global project deployment experience and has been with ServiceNow for 3+ years. He has worked directly with ServiceNow customers and partners, leading over 200 deployments. Ricky maintains his certification for ITIL, and Certified Scrum Master (CSM) from the Scrum Alliance.
Alessandro Appiani is an ITSM Customer Success Manager at ServiceNow. Alessandro has 20+ years of experience in enterprise software, mainly in customer-facing roles. He's been with ServiceNow for about a year, and his current focus is to improve the overall experience for ITSM customers by aligning internal processes and external resources.
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As advised above, I am posting some questions for the experts.
I would like to put in a question on how will the assets/cmdb be handled. What if the customer is not going for the discovery tool. He uses a third party application which gather data in excel templates. For an insert, it would be fine for the first time. But when updates are required at regular intervals, it becomes tougher as updates with sys_id are not possible. So you need to be comparing an export from the SN instance with the new set of information. Then fix it into the Exported template and put it back. What is the best way to handle cmdb if imports are used? How are relationship managed? What is the best way to manage it?
I believe we answered your question during the webinar, but let me follow up with you on this. I asked our Express guru, and the process of handling updates in a situation like the one you depicted would be pretty manual. You can definitely export the list of existing catalog items with their sys_id, but to match them to whatever spreadsheet your 3rd party application generates, you will need to be creative (sorting alphabetically or by date might help you).
To quote him "Another good reason to buy our Discovery!".
How would be handle the service catalog items. Each of them would be having various variable attached to them. Is possible to provide a template for the same?
short answer: no. I'm told that in Enterprise there is the concept of a "variable set", which you can use to group together variables that serve a common purpose (e.g. CPU, RAM and HDD size as a "hardware specs" set), but unfortunately it's not exposed in Express.
Thank you all who attended today, we hope the webinar was useful and gave you an idea of how to best plan and run an Express implementation. As we discussed in the webinar, here's some resources that are freely available online:
Express Support "Start Here": Start Here Archives - ServiceNow Express Support
Champion Enablement: Champion Enablement
ITSM Guides: The specified item was not found.
Webinar Slides: 2017.02.15 Implementation Webinar for Express - Slides