CSM Implementation Preparation Best Practice

Question 1

What is the name of methodology to help with ServiceNow implementations, upgrades and more?
What is the name of the former methodology?

Answer 1

• Now Create

* SIMS (ServieNow Implementation Methodology)

Question 2

What is the different collections of methodology and assets (charters, reports etc) called?

Answer 2

Success Pack

Question 3

What are the Phases in Now Create? (5)

Answer 3

1. Initiate (establish:project governance,team,kick-off)
2. Plan (workshops,define product backlog,release planning)
3. Execute (agile/scrum cycles, define processes,communication)
4. Deliver (System and UAT testing, Op readiness,training)
5. Close (handover,Hypercare support,Lessons Learned,close)

Question 4

What are the workstreams in Now Create? (7)

Answer 4

1. Value Management and Analysis
2. Project and Program Management
3. Architecture and Technical Governance
4. Desig, Build and Unit Test
5. Testing
6. Organizational Change Management
7. Support

Question 5

Mention some Good Practices for process and strategy in Workshops? (4)

Answer 5

• Engage with customer
• Give customer data for Informed Decisions
• Guide for Industry Best Practice
• Anticipate Resistance to Change

Question 6

What is the primary output from requirements gathering workshops?

Answer 6

Stories

Question 7

What are the different options regarding ServiceNow instance for customers? (3)

Answer 7

1. Customer Production Instance (full Instance)
2. Customer Non-Production Instance (e.g temporary Instance)
   3: Customer domain hosted on the Service Portal (Instance hosted by ServiceNow, seldom used)

Question 8

What is OCM short for?

Answer 8

Organizational Change Management

Question 9

What are the different types of integrations? (6)

Answer 9

1. Master Data from CRM system
2. Historical Data
3. Computer Telephony Interface (CTI)
4. Enterprise Resource Planning (ERP)
5. Store (plugins providing integrations)
6. Software Development Life Cycle (SDLC) services

Question 10

What is typically the master system in an organization to manage customer information (accounts, contacts and locations)?

Answer 10

ERP - Enterprise Resource Planning

Question 11

What are the common types of data you encounter during migration? (3)

Answer 11

• Core Master Data (users,products,assets,accounts,contacts)
• Cases (record data historical/current, reference list and reference table data)
• Attachments for Knowledge and Case records

Question 12

What is the number one critical success factor in integrations?

Answer 12

Data quality

Question 13

What can CSM Workspace-third party data integration feature provide for agents? (4)

Answer 13

• View data from 3party apps on SNow instace, one tab
• Read Only data seen on forms/list in Agent Workspace
• 3party apps loaded in iFrames popups/subtabs
• Deep link to 3party apps

Question 14

What provides the connection between SNow instance and third party application?

Answer 14

OAuth 2.0 - JWT. Bearer grant type (JSON Web Tokens)

Question 15

What plugins are required for CSM Workspace-third party data integration? (4)

Answer 15

Remote Tables (com.glide.script.vtable)
Transformation Service (com.glide.transform)
OAuth 2.0 (com.snc.platform.security.oauth)
Customer Service (com.sn_customerservice)

Question 16

What plugins are needed for Microsoft Outlook Add-in? (2)

Answer 16

CSM Extension for Proxy Contacts

ServiceNow Add-in for Microsoft Outlook

Question 17

What enables companies to model households and business locations to support industry verticals?

Answer 17

Industry Data Models

Question 18

What entities can Industry Data Models help define relationships between? (6)

Answer 18

Consumers
Households
Accounts
Contacts
Business locations
3rd party providers

Question 19

What formats can you exports files from Now Create success packs to? (3)

Answer 19

Microsoft Project (MPP)
Servie Now ITBM
CSV (excel)