Implementation from book Flashcards
What does the backup cycle consist of for ServiceNow instances
- Four weekly full backups and the last six days of daily differential backups that together provide 28 days of backups
What kind of archtecture is ServiceNow and what does this mean?
Single-instance meaning each customer has their own database and application set
Service now is Single Tenancy meaning there is only one customer on each server
What are the five core stages of the StartNow methodology?
Plan, Discover, Prepare, Deploy, and Operate
StartNow is essentially a combination of what two processes?
Agile developement (formerly SDLC/Scrum Process Pack), and Project and Portfolio Management
What happens during the Plan Stage?
- Official kickoff
- Project plan setup
- Team(s) setup
- Customer training
- Plan Requirements Workshops
What happens during the Discover Stage?
- Requirements workshop(s)
- Data requirements and KPIs
- Integration requirements
- Document requirements as stories
- Develop backlog
What happens during the Prepare Stage?
- Core system setup
- LDAP(s) integration
- Common data built
- Scrum planning for releases and Sprints
- Security and compliance
What happens during the Operate Stage?
- Acceptance testing
- Use and validation of Update sets
- End-User training
- Go-Live
- Go-live support
What happens during the Deploy Stage?
- Build functionality as defined in the Project and Scrum
- Project Management
- Sprint planning, stand-ups, reviews
- ACE report reviews
What are the four levels of the product development methodology
Products > Releases > Sprints > Stories
According to both StartNow and the Scrum methodology a Product is defined as what?
connects the potentially shippable Product increment to the project.
According to both StartNow and the Scrum methodology a Product Backlog is defined as what?
lists everything that a customer might want to do in a story format, ranked by the Product Owner, made visible by the Scrum Master, and added to a Release and Sprint. If a requirement is not defined in the Product backlog, it does not exist.
According to both StartNow and the Scrum methodology a Release is defined as what?
includes one or more changes to services that are built, tested and deployed together.
According to both StartNow and the Scrum methodology a Epic is defined as what?
is work that may not be done within a single sprint. All stories in an Epic must be completed to realize the business value
According to both StartNow and the Scrum methodology a Sprint is defined as what?
is a fixed duration during which the Scrum team has committed to complete work selected in the Sprint Backlog. This scope of work included in the Sprint does not change once it has been set. Sprints can have a duration of one-four weeks, but the duration of each Sprint should be consistent once set.
According to both StartNow and the Scrum methodology a Sprint Backlog is defined as what?
consists of stories selected for a given Sprint (i.e. work the team has committed to do right now). This work should not change once the Sprint is underway. Work is selected by the Scrum team through negotiations and disucssions with the Product Owner during Sprint Planning.
According to both StartNow and the Scrum methodology a Story is defined as what?
is an independent, negotiable, valuable, estimable, small, testable requirement that usually comes out of a requirements workshop. Stories may have individual tasks defined.
What are the components of RIDAC?
- Risk
- May or may not happen - anticipate and mitigate!
- Decrease probability and impact of threats
- Potential to impact scope, schedule, resources, or hours
- Issue
- Has already happened or is happening now
- Identify corrective action, owner, and resolution
- Decision
- Decision made that impacts scope, schedule, resources, or hours
- Log details and cite evidence of decision (email, verbal, etc.)
- Action
- Key actions (outside of development or project management)
- Follow-up required to ensure follow-through
- Change
- Change to scope, schedule, resources, or hours with no financial impact
- Change to scope, schedule, resources, or hours with financial impact
What are the qualities of a story?
- Independent
- Negotiable
- Valuable
- Estimable
- Small
- Testable
What do you have when a sprint is completed
potentially shippable product
What are the characteristics of Waterfall (project management)
- Is a project management methodology
- Has a start date and an end date
- Is the process of defining scope, deciding on the optimum strategy for delivery, and creating teams. It is a methodical task-oriented approach.
- Is still about delivering optimum value based on a predefined framework of time, cost, and output and managing changes within this structure
- Waterfall fixes scope and allows time and cost to vary
What are the characterisitcs of the Scrum (Product Management) methodology
- Is a product developement methodology
- Useful for delivering work in an iterative and incremental way
- Has requirements and solutions that evolve through collaboration
- Values self-reflection, self-management, transparency and customer satisfaction
- Scrum fixes time and allows scope to be flexible
How long after the project signature does the Plan stage usually start?
3-4 weeks
What are the responsibilities of an Engagement Manager (EM) / Scrum Master and what team are they part of
- Overall ServiceNow lead for deployment (peer to the customer Project Manager)
- Accountable for delivery of ServiceNow implementation in alignment with SOW
- Accountable for overall deployment success and customer value
- Initially fulfills the secondary role of Scrum Master
- Transitions Scrum Master role to customer Project Manager when customer is ready
- This can be the same person as the Business Process Consultant
Part of the ServiceNow project team
What are the responsibilities of a Technical Consultant (TC)
Also what team are they a part of?
- imparts technical best practices and knowledge to the customer administrator
- develops and documents solutions to meet requirements
Part of the ServiceNow project team, can be the same person as the technical consultant
What are the responsibilities of the Business Process Consultant (BPC)
- Leads the process / requirements workshops
- Tailors process guides for customers
- Helps to define the initial backlog of requirements
ServiceNow project team, can be the same person as the Engagement Manager / Scrum Master
What are the responsibilities of an Integration Consultant?
What team are they a part of
- Technical Consultant with specialized integration skills
- Develops a strategy for integrations and implements integrations
Part of the ServiceNow Project Team, can be same person as TC
What are the responsibilities of a Specialist
May include a number of roles such as Advisor, Architect, or UI designer
What are the responsibilities of a Project Manager / Scrum Master
- responsible for the success of the project
- Assumes scrum master role from the engagement manager when ready
- coordinates, tracks, escalates, prioritizes, removes road-blocks
- part of customer project team
What are the responsibilities of an executive sponser
represents business stakeholders
clears road-blocks, chapions the project, and makes decisions
provides signoff and approvals
What are the responsibilities of a Manager / Director
- drives priority and making decisions
- tracks scope creep and provides visibility
- Part of the customer project team
What are the responsibilities of a Platform owner
Establishes and communicates product vision
Prioritizes features according to value
Represents business stakeholders
What are the responsibilities of quality assurance
- build test plans
- ensure product is fit for use and fit for purpose
Part of the customer project team
Upon becoming a ServiceNow customer what do most customers recieve and what are they collectively called
2-3 instances referred to as a stack.
1 is prod, the others are sub prod
What data does servicenow use to clone and how old is this data?
the most recent nightly backups which are at most 36 hours old
What are the five ways to look view tables
- list - primary ui
- tables - module
- tables and columns
- schema map
- dictionary
Do clones always capture everything in an instance?
not neccessarily. You can chose not to include table data so that only the configuration is included.
What are the two work streams in the Discover stage?
- Process Requirements
- includes the requirements to determine the “to be” processes to be implemented for a specific ServiceNow application - whether by the customers, by ServiceNow or by both.
- Technical System Requirements
- includes data, integration, system configuration requirements; relates to all non-application related technical specifications
What is the purpose of a Roadmap Workshop?
to create an actionable roadmap that answers the following questions: where would we like to be, where do we start, and how do we get there
What is the purpose of a Process workshop?
- discuss best practices
- identification of existing processes and areas for improvement
- review of how these processes are supported by the ServiceNow applications
- align customer workflows to servicenow best practices
What is the purpose of a technical workshop
- outline config options to control scalability, maintenance and performance
- tailored to customer objectivse and cover implementation and maintenance
What is the purpose of a requirements workshop
often a combination of process and technical workshops
incldue both process and technical aspects and focus on aligning customer process with platform capabilities
Who from the partner team attends the requirements workshop?
- Business Process Consultant
- facilitates and leads the workshop
- aligns custmoer processes and requirements to platform capabilities
- constantly emphasizes process efficiency and effectiveness
- tailors process guides and documents initial story backlog
- makes sure the group feels that the decisions are theirs
- Engagement Manager
- makes sure everyone feels comfortable participating
- encourages participation while remaining aligned to scope
- tracks time and assists in note taking
- Technical Consultant
- demonstrates existing functionality, as needed
- documents gaps as draft requirements or stories
- does not code on the fly or design solutions in the workshop
- Integration Consultants and Specialists
- may provide insight and expertise as needed based on scope of the engagement
who should participate in the requirements workshop from the customer side
participants should have a knowledge of their existing service-automation process and have the authority to make process-improvement design decisions.
At least two customer participants should have completed system admin training
The three parts of a requirements workshop are inputs, sessions, outputs. what is involved in each of these parts
- inputs
- questionnaires, input from stakeholders
- existing process documentation
- current metrics
- session
- identify current challenges
- review process best practices
- determine “to-be” processes
- explore high-level requirements
- outputs
- tailored process definitions and flows
- RIDAC items
- draft stories or input for story creation
What is a story?
A short description of what a customer needs written in the voice of the customer.
“As a <who>, I want <what> so that <why>"</why></what></who>
A good story should reflect what model?
INVEST
- Independent
- Negotiable
- Valuable
- Estimated
- Sized
- Testable
stories in what state should not be added to the sprint backlog?
If stories lack ___ ___ do not add them to the sprint backlog
draft
acceptance criteria
How should story acceptance criteria be written?
“Given <pre-conditions>, when <action> then <expected>"</expected></action></pre-conditions>
What are the story states
- Draft
- Product Owner is defining the story/requirement
- Estimation
- Product Owner works with the team to size the story
- Ready
- Story is ready to be assigned to a sprint
- Entrance criteria: Use case documented clearly, story points assigned, and acceptance criteria documented
- Story is assigned to a Sprint, but work has not begun
- Story is ready to be assigned to a sprint
- Work in Progress
- Story is actively being worked on by a Scrum team member
- Ready for Testing
- Work is complete and needs verification by product owner
- Testing
- Product Owner or representative of the product owner will test the story
- Complete
- Product Owner has verified the story meets acceptance criteria
- Cancelled
- Product Owner deems the story is no longer valid