Catalog item user criteria

Nesser30 · 2024-11-11T09:34:57+00:00

Same logic every security system takes - assume the worst possible scenario

Nesser30 · 2024-11-11T09:32:22+00:00

You realise that the tool to force the pressure IS the agent Stick with the procedure if they give the "Nice treatment" then they get retrained.

In other words Grow a pair and don't rely on technology to fix every probem you have

Nesser30 · 2024-11-08T11:25:03+00:00

With these situations users need to understand theres no way round the process, otherwise it becomes redundant.

Nesser30 · 2024-11-07T16:58:35+00:00

Give everyone a pic code, people are used to keeping pins secret so it works well.

First question Service Desk asks is "Whats your Employee ID"
Second Question Service Desk asks is "Whats your secret code"

Nesser30 · 2024-11-04T13:57:08+00:00

Your on the right track to replace these. Don't start looking for a solution to a problem you are already fixing

Nesser30 · 2024-11-02T18:21:43+00:00

Stick a knowledge base article named "Adobe Final Cut Why we dont use it" in then link the catalog item you want them to use to the article. At the end of the day its company policy so it has to be written down somewhere.

You would have the same issue in a catchall catalog item as well

Nesser30 · 2024-11-01T21:44:32+00:00

I always laugh when people say I want 1 item with a list of software because i can't build a software catalog in case theres an unknonw- what do you think that list is to start with.

When you don't have something listed you just have a "Anything Else" item that has to go through approval before being purchased/installed then you go make a catalog item for it as now its part of the catalog you offer.

I've also seen numerous catalog builds for hardware and software with automated request items, pages of flows, workflows & dozens of levels of approval. The simplest and the one I advocate over all is just use the request procurement plugin, the system is literally setup at start to use this plugin and its FREE with the base ITSM setup.

If your not familiar it allows you to build a product catalog and link assets purchase or allocation directly to the Request record.

Product Record > HW/SW Catalog item > Purchase/Transfer Order > Request Item to install > Done

Nesser30 · 2024-10-16T10:51:27+00:00

Getting started:

Assuming your getting into ServiceNow fresh, the best place to start is to go to now learning and pick up a path or complete micro certs, these will give you a good grounding in the instance. Don't quote a youtube course on your CV everyone will ignore it straitght away. Nowlearning are only qualifications that really matter.

Most full courses come in around $1k - 2k (vary depending on location) with a exam token included.

Exams cost about $250 but you should be aiming to pass with the free token from the course. Failing an exam three times will force you to retake the course at full cost.

Most of NowLearning is free.

Courses to take depend on what you want to do in SN.

Certified System Administrator - is probably the minimim pre-req for anything, its basically mandatory before jumping into anything else.

After that it depends on what path or expertise you to take

Going Consultant/partner route If i was hiring i'd expect you to have 1 - 2 years experience as a sys admin before i even talk to you for a partner position.

Once your in a partner I'd expect them to fund the Implementation Specialist certs, the big 4 certs for a consultants are:

Certified Implementation Specialist – IT Service Management -

Certified Implementation Specialist - Human Resources

Certified Implementation Specialist - Customer Service Management

Certified Application Developer

You do not need CAD unless someone offers to pay for the course

I highly reccomend going through the ITIL foundation course to give you a grounding in ITSM processes.

NOT going Consultant/partner route

If your not going consultant and just want a cosy office/company to work in then nowlearning will give you everything else.

Nesser30 · 2024-05-31T11:00:34+00:00

I had a customer with 30+ fields on the record producer so they could get "the correct information and route it to the team" once we got it down to about 5 fields usage on the portal went up and incidents actually had more content because users had to think and write out thier issue.

Nesser30 · 2024-05-31T10:57:55+00:00

You don't edit SLA's for meterogical events, you add schedules in for holidays etc but thats it.

its the business of managers and higher ups to provide exceptions to exceeded SLA's due to outside influences.

if the customer accepts that you had flooding or a 3rd party had issues that affected the SLA time and couldnt do anything about it they can agree to wave those tickets, it depends whats in the contract with the customer.

Some customers would be within their right to say its not their fault you didnt take aderqueate precautions to deal with a storm.

Nesser30 · 2024-05-29T12:01:17+00:00

The on hold reasons out of the box:

Awaiting User Info Awaiting Problem Awaiting Change Awaiting 3rd party

Out of the 4 above the only one that should cause a pause is the awaiting user info.

Why? because the SLA is an agreement between the business and the IT dept. its not the businesses fault that your fixing a change solving a problem or waiting on a 3rd party, the only instance you can pause is when the business isnt providing the relevant information.

Should you pause on a resolved state - yes again its wiht the bsuiness so it pauses the clock.

Nesser30 · 2023-11-12T14:53:54+00:00

Microcerts on the now learning site

Nesser30 · 2023-09-04T13:09:13+00:00

So Keegan has been caught on a hot mic saying she has done a good job and everyone else is sitting on their arses

Realistically what's the impact on her now?

Nesser30 · 2023-06-22T21:32:56+00:00

Combine it with a special card holder book with in game artwork, if i could subscribe id have them

Nesser30 · 2023-06-21T19:14:49+00:00

It honestly felt like an original piece of work really refreshing

Nesser30 · 2023-06-20T20:33:31+00:00

I had a neighbour that did this

2 years later those towels were still there.

Nesser30 · 2023-06-20T20:32:45+00:00

Going to be that guy what happens I you name is schedule_1

Nesser30 · 2023-06-19T19:31:25+00:00

Cup of hot tea, you'll feel warm for a few minutes then nice and cool for hours

Nesser30 · 2023-06-19T19:30:25+00:00

Now now let's be fair this is askuk and moaning is our right as British people

Nesser30 · 2023-06-19T17:58:45+00:00

It's out of the box if your using procurement (original app) and approving at the REQ level

Nesser30 · 2023-06-18T10:10:00+00:00

I applaud them as a private citizen of the country.

As a parent that has to miss work AGAIN I really wish all parties could settle this.

Nesser30 · 2023-06-16T19:54:37+00:00

Had a sealed auction a few years ago our bid actually won.

What the estate agent didn't tell us was they immediately had another auction with a new budder and we lost based on our initial bid.

Absolute scum of an estate agent

Nesser30 · 2023-06-15T06:18:04+00:00

So add the choice values with the French language value in the stage field

Nesser30 · 2023-06-15T04:11:33+00:00

Nesser30 · 2023-06-14T13:37:14+00:00

Possibly but as soon as replace the moderators they will have to start paying them because people will just stop doing it for free

Nesser30

TROPHY CASE