Live on ServiceNow Webinar: Incident Management and CSDM

Introduction

• Welcome to the webinar on Incident Management and its relationship with CSDM.
• Aim: Provide tips on optimizing implementation of incident management through ServiceNow platform.
• Reminder: Forward-looking statements may be made regarding ServiceNow products.
• Webinar series: Interactive events with various topics and speakers from ServiceNow and partner organizations.

Important Details

• Use Q&A section for questions during the session, not the chat function.
• Presentation will be shared and available on ServiceNow community post-session.
• Feedback survey will be sent out at the end; your input is important for improvement.

Speakers

• Scott Gamble: Principal in leading practices organization, specializes in IT operations management and implementation success.
• Chris Shakespeare: ServiceNow veteran with over 13 years of experience, focuses on making implementation smooth and efficient.
• Ryan Deuce (Flyform): Trusted partner with experience in various customer challenges within ServiceNow.

Agenda Overview

1. Definitions and Terms: Basic concepts around CSDM and incident management.
2. Data-Driven Decision Making: Presented by Chris.
3. Demo of the Platform: Showcasing the integration of incident management with CSDM, presented by Ryan.
4. Q&A: Open forum for questions and takeaways.

Basic Definitions

• Service: Means of delivering value to customers without ownership of specific costs and risks.
• Service Offering: Unique service commitment within a service (e.g., different levels like platinum, gold, silver).
• Configuration Item (CI): Logical and physical items that form the foundation of services in the CMDB.

Categories of Services

1. Technical Service: Published to service owners, underpins business/application services.
   • Example: Mail server.
2. Application Service: Logical representation of a deployed system or application stack.
   • Example: Microsoft Exchange.
3. Business Service: Available to business users/customers, supports business capabilities.
   • Example: Email communication through Outlook.

Incident Personas

• User Persona: Customers/users logging incidents via portals or service desk.
• IT Persona: Analysts, engineers, help desk members managing incidents.
• System Area: Systems communicating in the background about incidents.

Alignment with CSDM

• Simplifies the process for all personas involved.

Data-Driven Decision Making

• Focus on enhancing the incident management process to leverage available data effectively.
• Five Recommendations for streamlining the incident management process:
  1. Link service offerings to services consistently with CSDM.
  2. Consider key business services; start small with critical items.
  3. Minimize manual entry to reduce errors on the incident form.
  4. Designate principal CIs to filter available data in the incident management process.
  5. Ensure assignment groups are derived from service offerings or CIs.

Demonstration by Ryan

• Demonstrated how an agent raises an incident in the ServiceNow platform.
• Emphasized simplicity for users in the employee center while ensuring data-driven decisions for agents.
• Highlighted how minimal configuration can streamline incident logging and improve resolution times.

Wrap-Up

• Importance of defining clear organizational definitions around services and offerings.
• Aim to simplify the logging experience for agents.
• Encourage the audience to look at resources available on Now Create for more detailed information.
• Thank the attendees and speakers for their participation.
• Follow-up email will include additional materials and resources.