Category: Resources

eBonding Integration Between ServiceNow Instance

July 16, 2020July 27, 2020
by Nicole Bailey

What is eBonding?

With respect to ServiceNow, eBonding means the creation of bi-directional integration across ServiceNow applications.

Benefits:

The main benefit of an eBonded solutions is that they typically provide a “synchronised” exchange. This means that data is shared automatically and two applications will always have matching data. This can reduce the amount of manual intervention normally required to sync the systems.

Key Feature:

Automation and simplification are the keys to improving efficiency and saving both time and money. eBonding helps in this by simplifying an array of tasks and keep the required system in sync to deliver requests efficiently.

Capability:

ServiceNow out of the box (OOB) capability provides setting up of two eBonded systems using Integration Hub. It uses common integration patterns to synchronise incidents across different ServiceNow instances.

Availability out of the box OOB:

ServiceNow eBonding spokes provide out of the box actions which helps in the synchronisation:

Create Remote Incident action
Lookup Remote Incident action
Update Remote Incident action

Pre-Requisites

In order to have eBonding in place, a HTTP connection record should be created by providing the credential for authentication and details of the URL to be connected.

Subscription:

**The ServiceNow eBonding spoke is included by default in your instance and doesn’t require an Integration Hub or Orchestration subscription.

Written by:

Avinash Kumar Sharma

Senior Technical Consultant

Learn more about Avinash – follow on LinkedIn – https://www.linkedin.com/in/avinash-kumar-sharma-378a9466/

Resources

ServiceNow’s Orlando Release: What’s New?

May 20, 2020June 10, 2020
by Nicole Bailey

Orlando is around! The journey of ServiceNow, which started from Aspin, has reached to Orlando. We all know ServiceNow brings up a massive list of features with every release, so instead of composing a large file, I have highlighted some exciting features with some suggestion to consider for the upgrade. So, if you are planning your upgrade to Orlando, then this blog can help you utilize new features and mitigate any issues that may occur.

Here is the list of my favourites:

Agent Affinityis an “Advanced Work Assignment” feature that lets you assign work items by an agent’s work history, related task, or account team affinity. Agent Affinity ensures that the same agent is assigned to a similar work item instead of orienting a new agent every time. This feature is also available for an incident to route to agents based on historical affinity.
Workspace Agent Chat introduced a feature where managers can view ongoing chat conversations and join them to assist agents and requesters.
Agent workspace is now renamed to “Workspace Experience” and has brought up some of the most awaited features:
1. Custom Logos: You can now replace the ServiceNow logo with one of your own! Though there are some sizing limitations.
2. Custom Branding: You can now use up to 2 brand colours. ServiceNow introduced two system properties. One applies on the header, and the other property reflect on critical areas (list categories on the left, as a background colour when hovering over icons)
3. Custom Landing page: If you find that the default landing page does not meet your needs or that you are looking for more specific information, the UI Builder allows an administrator to set up a custom landing page.
4. Form Annotation: This is a huge step forward for customers who are looking to customize their form to provide context/clarity around specific fields.
5. Field modal: ServiceNow introduces two additional field types: glide_list and HTML. ServiceNow added a feature that informs the user that the field type is not supported when placed out on the form

HR Service delivery also introduced some cool features:
1. You can train a predictive model to auto-determine the correct HR service for a case.
2. You can train a predictive model to act as an HR agent to categorize HR cases submitted by email automatically.
3. Use Center of Excellence (COE) ACL Configuration to allow specific groups to read or write access to HR cases under a particular Center of Excellence(COE). For example, you might not want the Talent Management group to be able to view cases created by the Benefits group.

Widget diagnostics can be very helpful if a portal page is not working as expected. To identify the customization levels of widgets on a portal page, open the widget context menu and select Show Widget Customizations. Widgets show the following colour-coding
1. Green – base system widget
2. Yellow – cloned widget
3. Blue – new widget
4. Red – customized widget

Mobile Branding is finally here! Now customers and employees can recognize their company in the mobile App.

Extension for visual studio code brings some relaxation for developers. This feature enables you to edit applications within your ServiceNow instance. You can edit your applications offline and using Visual Studio Code JavaScript features reduces development time and improve code quality.
Source control integration enables the application developers to integrate with a GIT source control repository. It allows to save and manage multiple versions of an application from a non-production instance.

Some Considerations for Upgrade:

In Jakarta and later, Internet Explorer versions before IE11 are no longer supported. If you are using Internet Explorer 11, ensure that Protected Mode is disabled.
ServiceNow workspaces do not support mobile devices, and, starting with the Orlando release, Internet Explorer, or Microsoft Edge. Instead, use Microsoft Edge-Chromium or one of the other supported browsers listed in Generally supported browsers.
The Document Viewer Plugin (com.snc.documentviewer) is activated by default during the upgrade to the Orlando release.
The Flow Designer for service catalog (com.glideapp.servicecatalog.flow_designer) plugin activates during the upgrade.
If you have HR Service Delivery and upgrading from any release before Kingston and you have customizations that reference script includes, you might experience issues with Restricted Caller Access (RCA) errors. For more information, refer to the HR Service Delivery upgrade information.
The Knowledge Management with Knowledge Centred Support (KCS) plugin (com.glideapp.knowledge2) was deprecated in the Madrid release and support for this plugin is available until the Orlando release only.
In the Service Level Agreement (SLA) definition form, there is a new field added known as Flow that allows you to select a flow activity which runs for all task SLAs associated with it.
When you upgrade to Orlando, every time you create a new skill level type, the Default skill level is associated with it. You can change the skill level after you make the upgrade.

Want More?

Release notes:

https://docs.servicenow.com/bundle/orlando-release-notes/page/release-notes/release-notes-summaries.html

Pre and post-upgrade checks:

https://docs.servicenow.com/bundle/orlando-release-notes/page/release-notes/upgrades/reference/upgrade-and-migration-tasks.html

Written by –

Shakshi Gupta

SERVICENOW TECHNICAL CONSULTANT

Tribe – HR

Follow Sakshi : https://www.linkedin.com/in/sakshi-gupta-a30274124/

Resources

ServiceNow SLA Upgrade/Downgrade Scenario

April 27, 2020June 1, 2020
by Nicole Bailey

All you should know about how to achieve the SLA upgrade/downgrade scenario when priority changes.

ServiceNow SLM provides the capability of tracking and documenting all service commitments between IT, service providers, and customers. What if, there is a business scenario where SLA should upgrade or downgrade when the priority of incident/case changes. This article will enable you to understand all about how we can achieve this business scenario without any customization.

Business Requirement 1 (Upgrade):

Whenever priority changes from P4 to P3 or P3 to P2 or P2 to P1, then-new SLA should get attached as per current priority, and the SLA time should be priority changed time.

Business Requirement 2 (Downgrade):

Whenever priority changes from P1 to P2, P2 to P3, P3 to P4, then New SLA should get attached as per current priority, and the SLA time should be created time of the record (incident/case).

Challenge:

We cannot achieve this business requirement through one SLA for each priority, as one SLA can either be retroactive or not. Both at the same time is not possible and, we don’t have Changes, Changes to, and Changes from in SLA condition builder.

Solution:

Create 2 SLA for each priority, one with a retroactive start as ‘true’, and the other with retroactive start ‘false.’ Specify the different names for both SLA.

For example, P2 upgrade SLA is named as P2_Resolution_Upgrade, and P2 downgrade is named as P2_Resolution_Downgrade and creates one SLA called ‘Cancelled SLA’.

Now, as we have 2 SLA’s created for a priority OOB SLA Engine will create both task SLA whenever condition met for SLA.

The next step is to detach the incorrect task SLA when priority upgrade/downgrade.

To achieve this, create two business rules one would be running when priority is downgraded, and the second would be running when priority is upgraded or when any other changes are done on incident/case.

If priority is downgraded, then find the task SLA where “SLA name contains current priority AND name contains Upgrade and Stage is In Progress” and set state = Cancelled and SLA definition = Cancelled SLA, Active = false, task = ‘ ’ inside the business rule.
If priority is upgraded, then find the task SLA where “SLA name contains current priority AND name contains Downgrade and Stage is In Progress” and set state = Cancelled and SLA definition = Cancelled SLA, Active = false, task = ‘ ’ inside the business rule.
If some other attribute changes on the incident, then find the latest SLA which got attached, as per the-

- “SLA name contains current priority and orderByDesc with the created time of task SLA.”
- and set state = Cancelled and SLA definition = Cancelled SLA, Active = false, task = ‘ ’ inside the business rule script.

To avoid any impact on SLA reporting, create a table clean-up record on task_sla table with ‘sys_updated_on’ and age in seconds to 30 mins or one hour, and condition should be SLA Definition is ‘Cancelled SLA’.

This clean-up record will remove all the unwanted Cancelled SLA’s from the system. We achieved the upgrade/downgrade scenario without creating any new field on incident or case.

PFB screenshot which shows Task SLA’s in case of priority upgrade P4 – P3 – P2 (current)

PFB screenshot which shows Task SLA’s in case of priority downgrade P2- P3- P4 (current)

Written By:

Palash Mahajan
Technical Consultant

Events

Enablers out and about

February 24, 2020June 1, 2020
by Nicole Bailey

We love to see our Enablers out and about

At Enable, we believe that a change is as good as a holiday

Change is something that we ensure is that our Enablers have the chance to work on a variety of blue-chip logos.

You may not know that we have 250 consultants dedicated to our ServiceNow practice. This makes Enable to most qualified, certified and largest ServiceNow partner in the Asia Pacific region.

What sets us apart is that our company has the benefit of working on incredible blue-chip logos and exciting ServiceNow projects that are not just ITSM projects but include HR, ITOM, CSM, GRC, Service Mapping.

We are also a truly People First culture working hard to create a world-class employee experience that focuses on your professional development, and a positive and enjoyable work environment. This includes working for a variety of Blue Chip logos not just developing on the ServiceNow Platform but hosting a training session, conducting a project Kick-Off, social events, presenting and consulting.

Here are some of the roles that our team are involved with on a daily basis:

Krist Yong, Singapore – Running the ITIL4® Master Class Training at Banpu in Thailand

Sydney Team – Teams that lunch together. enjoy work together

Nidhin Jacobs and Ian White – Road tripping to present CASE to a lunch Australia council

Jyoti Salgotra- Hosting SerivceNow fulfiller training with a client in Melbourne

Bharat Rajora – Training a team in Melbourne

Nidhin Jacobs – Hosting a project Kickoff with a luck client in Sydney

Ian White – Hosting a client lunch on-site in Sydney

Jake Gillespie, Sachin Bhasin and Lokendar Singh – En route to Architecture training in the USA

Resources

4 key times that OCM can be used to…

February 3, 2020February 10, 2020
by Mark Galgsdies

A successful ServiceNow transformation starts long before the build commences, and training is conducted.

Preparation and planning are two key factors.

From the People and Organisational Change Management (OCM) perspective, there are 4 key times that OCM can be used to improve project success.

Enable’s approach to OCM has a laser-like focus on the People side of clients’ ServiceNow implementations in support of the technical aspects of Processes and Platform. Our OCM, adoption and training services align with The Enable Way – our project delivery methodology (Figure 1).

Figure 1: The Enable Way

Enable’s OCM adoption, and training activities run in parallel with, and across, the five delivery stages with inputs to and delivery outcomes from each stage.

Enable OCM adoption, and training efforts track across four key times of work (shown in Figure 2):

Readiness
Go Live Preparation
Go Live Transition
Sustainment

Figure 2: Enable’s 4 stages of OCM, adoption and training work

What Makes Enable Different?

We know that implementation occurs before, during and after Go Live. We also understand the importance of continued people support beyond Go Live, through Hypercare and Warranty periods. Mature organisations pay particular attention to supporting their staff 3, 6, 9 months or more after the implementation has moved from being a Project to being Business As Usual (BAU). Figure 4 depicts Enable’s OCM maturity model.

Enable can provide clients with the tools and support that assist with embedding and measuring the adoption rates of the new ways of working.

Figure 4: Enable’s OCM Maturity Progression

Experience Matters

So, what have we learnt over many years of successful ServiceNow solution installations?

Enable’s experience has highlighted seven fundamental key lessons learnt for successful ServiceNow implementations:

OCM starts BEFORE formally kicking off any deployment:

Dedicate a role(s) to designing and managing the OCM plan that considers all stakeholders and contexts
Research the organisational context (including the stakeholders, risks, etc.) to inform OCM planning
Use collected knowledge of the organisational change environment to design an OCM Plan that includes plans for how to communicate the organisational change with stakeholders, deliver needed training and enablement, and minimise the impact of organisational change

Assign a fully dedicated OCM lead + team. Ideally, the team would consist of:
- A communications person
- A systems trainer
- An administration person
OCM is a part of good governance and should be developed concurrently with any changes your work processes and policy. To ensure consistency, the OCM Program Team and Plan would be in alignment with, or a part of, the client’s governance program for the implementation
Enable and our clients agree on what “good” OCM looks like – expectations can be set at that point and then together we work in creating and driving the various Plans along with agreeing what the measures of success will be and how/when we will report them
Constant, visible, active sponsorship is the single most important factor in ensuring a successful implementation
Selection of Change Agents (eg SMEs) / Champions / Advocates / Stewards is the second most important factor. They are not selected just because they are available.
Change Agents need to be represented at every level of the organisational hierarchy to avoid ‘black holes’ of communication and support.

Written by –
Mark Galgsdies
Organisational Change Manager
Tribe – OCM

Resources

4 key questions to ask before your ServiceNow project…

February 3, 2020February 17, 2020
by Mark Galgsdies

4 key questions to ask before your ServiceNow project starts

4 key questions to ask before you start your ServiceNow project. A successful ServiceNow transformation starts long before the build commences and training is conducted.

Preparation and planning are key.

What are the 4 key questions to ask before you start with a significant change that can impact your business and the way people work

What typically causes changes to fail in our organisation?

Think about what your implementation history has been like previously – have you conducted similar rollouts?

What are the “correct” answers? 😊 Sometimes the answer is to simply not repeat the mistakes of the past – learn from them. The answers may lie in:

Planning better.
Identifying the right stakeholders.
Collaborating with the right stakeholders at the right times.
Investing in OCM maturity by embedding OCM roles and responsibilities content into leadership and management programs.
Placing a fulltime OCM lead on the Project and establishing a complete OCM team within the PMO including:
- Training lead
- Communications lead
- Change lead

A good place to start to answer this question is to do a formal assessment and analysis of previous, similar rollouts. Need a tool for this? Ask us.

The second question follows on from the first. It focuses on the current organisational climate – what’s going on currently that may impact the success of this implementation.

2. What other projects, resources and organisational changes are there that will compete with this ServiceNow implementation?

Doing a “stress test” will provide you and others in the organisation a good understanding of the context within which your ServiceNow implementation will operate. It’s a good practice to look back into the past and filter through the three lenses of People, Process and Platform.

The third question revolves around understanding who is going to be impacted by the implementation.

3. Are we considering Organisational Readiness in the context of the company’s ServiceNow roadmap…do we even have a roadmap?

Does the roadmap include specific personas (view of the roadmap based on who will be impacted by what, by how much and when?)

The answer here revolves around the three key OCM pillars: People, Process and Platform. Different people will be impacted in a number of different ways: the work they do may change, the business processes may change and certainly, the platform is changing. How do we communicate to, then train each of these people in ways that are relevant to them?

4. How do we break the habits formed over many years of working with the previous systems and processes?

The fourth question points to encouraging the new ways of working while ‘switching off’ the old ways. How do we break the habits formed over many years of working with the previous systems and processes?

In essence, we’re dealing with people needing to change their work habits and good sense would suggest we somehow reward working in the new ways and discourage working in the old ways. There are several things we can do to achieve this (once again keeping the People, Process, Platform pillars in mind):

Turn off or eliminate completely the old ways of working:
1. Decommission the old software
2. Eliminate the ability for workarounds
3. Harder, longer more difficult to do
Make the new ways a positive experience:
1. Easier, simpler, quicker platform
2. More efficient processes
3. More productive people

And do you know what? Even if people see this ServiceNow implementation as a wonderful thing there will still be a resistance of some sort. We’re human – it’s inevitable. There may be doubts over clarity or timing or some such, but there will be resistance. This resistance should be encouraged! Ask for it, raise it, encourage it and do something with that valuable information.

Doing a Readiness Assessment early on allows a formal way for potential sources of resistance to be uncovered from a range of different perspectives: Managers, Change Agents, End Users, Fulfillers and so on.

Critical to answering this question is to ask another question: how DO we reward, recognise and encourage the new ServiceNow ways of working?

Choosing a capable ServiceNow partner like Enable Professional Services ensures project success, in all ServiceNow project implementations we offer a series of Organisational Change Management tools to help your management and employees transition smoothly, painlessly and with a positive change to workflows to help enable your work.

Contact Enable today for your own ServiceNow implementation.

Written by –
Mark Galgsdies
Organisational Change Manager
Tribe – OCM

Resources

7 key ways to change behaviour at work –…

February 2, 2020February 17, 2020
by Mark Galgsdies

According to Culture Amp, if you strengthen your culture you can build a better company. If you want to change the behaviour or performance of your employees THE KEY PERSON is that person’s immediate, 1-up manager: their boss.

What is resistance management and what are reinforcement management strategies and how should you use them to promote the migration to the new ServiceNow solution?
The goal here is to move the needle so that the organisational and individual motivation, of moving to the ServiceNow solution, is greater than the motivation to remain using the old/current systems.

But how exactly do we do this? Well, this is where line managers and people leaders have the most important impact.

Motivation is a VERY personal thing.

What a manager thinks is a REWARD for a person may not, in fact, motivate that person. What motivates one person may not motivate the next.

Here are our top 7 ways to help change behaviour in your organisation.

There are dozens of ways to recognise and reward staff other than purely $, things such as:

Secondments and short term task reassignments
Training and Development opportunities
Increased responsibilities (even decreased responsibilities!)
Reduction of system and other controls – for example allowing more flexi-time or working from home arrangements
Recognition: Public/Private – be careful with this one: some people do not like being praised in public
Personal solutions – for example allowing an employee to alter their start and finish times on different days to cater for day-care or school drop-offs and pick-ups’
Intrinsic motivators – the challenge of doing a difficult task, doing interesting work

It’s critical therefore that line managers know what works for each employee. A Reinforcement Assessment is a great way to do this and can be done by the Manager and the staff member where they then sit and discuss similarities and differences in their responses.

If you would like to conduct a reinforcement assessment with your employees and don’t know where to start, contact Enable, we have an Organisational Change Management team who can step you through an impactful way to work with your staff.

Written by –
Mark Galgsdies
Organisational Change Manager
Tribe – OCM

News

A little bit about Enable’s approach to OCM

February 2, 2020February 3, 2020
by Mark Galgsdies

The key to Enable’s OCM approach is in our name – Enable – we work with our clients to:

enable their staff to adapt to, and be upskilled in, the new ways of working generated by their ServiceNow solution
generate a commitment to the new ways of working (rather than compliance)

Our goal is to eliminate or mitigate challenges, pain points and risks and to engage with our clients’ stakeholders who will be impacted by the change by:

making them aware of the changes
helping them understand the goals of the change
influencing them toward supporting, becoming involved in, and committing to the changes

We work with our clients to ensure relevant staff receive the appropriate, timely and ‘fit-for-purpose’ communications and training they need to reduce ‘time-to-capability’.

Enable has experience in a number of OCM implementation methodologies, such as:

PROSCI’s ADKAR
IMA’s Accelerating Implementation Methodology (AIM)
PCI – People Centred Implementation
Lewin’s Change Management Model
Kübler-Ross Five Stage Model
Change Management Book of Knowledge (CMBOK)

We work with our clients in understanding if there is a pre-existing change management framework being used and work within that framework. If there isn’t, we can help our client design an adaptive OCM, adoption and training strategy that fits with their organisation and culture.

Do you need to speak to an OCM Specialist about your ServiceNow implementation, contact Enable today.

Written by –
Mark Galgsdies
Organisational Change Manager
Tribe – OCM

News

12 ITSM Terms Defined

January 16, 2020January 7, 2020
by Nicole Bailey

How to be fluent in ITSM.

Terms referred to in the world of ITSM can be confusing, to say the least. Most experienced ITSM professional will roll off terms like AITSM and process workflow design so quickly that it can make your head spin. If you are new to the world of ITSM you may be joining project meetings and hearing terms sprouted out during daily “stand-ups” and left scratching your head.

Enable Professional Services are an Elite ServiceNow partner and we have guided more than 150 of Asia Pacific companies through to successful ITSM projects, so we know a thing or two about ITSM.

Here are a few terms and their definitions to help you discover your UI from your EU.

TERMS AND DEFINITIONS:

Incident and Problem Management:

Incident ticketing and problem management are required by all IT organizations that use ITSM tools. This enables them to manage the life cycles of IT incidents and problem records from recording to closing. These are core capabilities in which all ITSM tools must be competent.

Change and Release Management:

Integrated change and release management are important for organizations focused on intermediate and advanced IT service management capabilities to control the governance and risk of changes to I&O.

Configuration Management:

Configuration management is important for organizations focused on intermediate and advanced IT service management capabilities to maintain an overview of service assets to aid other processes such as change and incident management.

Self-Service/Request Fulfillment:

Service request fulfilment is important for IT organizations focused on providing business users with a convenient way to interact with the IT organization by presenting incident and request tracking services, technical IT components and IT services in the form of an orderable service catalog.

IT Knowledge Management:

Knowledge management is a key area of differentiation for all use cases. The knowledge portal should enable end-users (EU) to resolve simple incidents themselves. The tools should create knowledge bases for relevant, updated content that is useful for IT and business users.

Collaboration:

Collaboration features are key for digital workplace use cases to help IT staff work together to solve IT incidents and problems, and to enable business users to solve their own IT issues as well as to help their colleagues.

Reporting and SLA Management:

Reporting and dashboards are key for all use cases because they support, enhance and extend collaborative decision support (strategic and tactical) and communication with IT and business leaders.

“AITSM”:

AITSM is not an acronym; it is a term that refers to the application of context, assistance, actions and interfaces of AI, automation and big data on ITSM tools and practices to improve the overall effectiveness, efficiency and error reduction for I&O staff. It is important for intermediate and advanced use cases to automate and support complex environments.

Process and Workflow Design:

IT organizations in all use cases need out-of-the-box, preconfigured forms, fields, workflows and reports that are compatible with industry best practices and standards for IT service management.

Integration:

The tools’ abilities to integrate with other tools and the ability of those tools to integrate with ITSM tools is increasingly important, particularly for organizations that use software from other ITOM minisuites, development and artificial intelligence for operations (AIOps).

Overhead:

License and subscription costs for ITSM tools vary considerably, as do ongoing costs for support and administration. Many organizations overbuy when selecting an ITSM tool.

User Experience and Flexibility:

Product configuration flexibility is an important factor that distinguishes different ITSM tools for different maturity levels. IT service desk users, in particular, benefit from a streamlined and intuitive UI.

Source: ttps://www.gartner.com/doc/reprints?id=1-1OFVNYG1&ct=190830&st=sb

Resources

Orchestrate Software Distribution via ServiceNow

January 6, 2020January 7, 2020
by Abhishek Gupta

Today in the 21^st century, what human wants is automation. This tech generation wants to focus on innovation and invention. Thus, there comes the need to automate the runbook.

In any large organisation, employees need software to perform their daily jobs with effectiveness.

Organisations spend a lot of money on not just procuring the software but also provisioning it. Thus, comes a need to automate.

How can ServiceNow help automate this? ServiceNow has an application known as Client Software Distribution(CSD) which can help distribute software.

What is Client Software Distribution (CSD)?

Client Software Distribution(CSD) allows administrators to distribute software from the Service Catalog using third- party management systems like SCCM. You can use Client Software Distribution to deploy and revoke software deployments from SCCM and manage distributions on SCCM hosts.

How does it work?

To enable and configure Client Software Distribution, follow the below steps.

Configure the Application Administrator role on the SCCM Server
Configure the MID Server for integration with SCCM
Create Windows credentials for deployments through SCCM
Retrieve data from SCCM to be used for Client Software Distribution
Associate the software with a collection through an SCCM configuration.
Create a catalog item for the SCCM application you want to offer for distribution from the Service Catalog.

For the detailed information, please read here: LINK

Written by –
Abhishek Gupta
PRINCIPAL CONSULTANT
Tribe – CSM

Category: Resources

Here is the list of my favourites:

Some Considerations for Upgrade:

Want More?

What Makes Enable Different?

Experience Matters

4 key questions to ask before your ServiceNow project starts

What typically causes changes to fail in our organisation?

2. What other projects, resources and organisational changes are there that will compete with this ServiceNow implementation?

3. Are we considering Organisational Readiness in the context of the company’s ServiceNow roadmap…do we even have a roadmap?

4. How do we break the habits formed over many years of working with the previous systems and processes?

Here are our top 7 ways to help change behaviour in your organisation.

How to be fluent in ITSM.

TERMS AND DEFINITIONS:

Incident and Problem Management:

Change and Release Management:

Configuration Management:

Self-Service/Request Fulfillment:

IT Knowledge Management:

Collaboration:

Reporting and SLA Management:

“AITSM”:

Process and Workflow Design:

Integration:

Overhead:

User Experience and Flexibility:

What is Client Software Distribution (CSD)?

How does it work?