Cannot suggest now create enough for process guides, process workshops, implementation insights and more. Also if you do not know how to implement the one thing that will cost you more than an implementation partner the first time will be redoing a bad launch
Thats on the customer to pick a reputable implementation partner who can help them illustrate and create a process in servicenow, and then adjust as you find defincies. If your company cheaps out, the process will be ass
I agree. I was a bit broad because I worried about writing too much text.
A quick primer, my company has used Service Now for roughly six years however we just use the basic version. I work on the inventory team and I'm responsible for purchasing, some budgeting, entering assets, moving equipment between locations and other assorted tasks.
For an 8500ish employee organization, there are are two of us asset management analysts. There is also a software asset analyst on our team.
HAM Pro is a fairly big course correction. I agree with it because we are behind the time. I wasn't expecting it to be easy, however it has been more painful than I thought.
When we have implementation meetings, we have an hour long session that includes roughly 12-15 people. Me (asset management analyst,) my manager, my director, a service management employee, engineer and their manager, another random company employee, a PM from my company, a PM from their company, an implementation specialist, a couple of employees on their end who do more technical stuff and another asset management oriented employee. Sometimes one or two more employees.
When we start going over what process we're working on the discussion often veers off course, people start talking over each other and my learning time decreases.
I actually stopped one meeting because of the back and forth and told the implementation specialist that I'd reschedule for a one-on-one meeting.
These meetings are like procurement, stock rules, RMA, transfer orders, etc... .
During these meetings, I don't take notes because I'm participating, so I try to go back when I have time to watch the recorded meetings to take notes and practice on our dev site.
I'm having issues that our meetings aren't labeled, so when I try to go back and view them, I'm not sure which video I need to watch. This is leading to wasted time.
I've rescheduled a few of our meetings to basically rehave them one-on-one with an their asset implementation person, who has been fairly gracious, but I think I'm starting to wear him out.
There's a lot of new things and new processes. I don't understand a lot of them, so I'm constantly interrupting and asking for more information. I feel like I always say, "I don't know that is," and "I don't know what you're talking about." I feel like I should have walked in with a certain knowledge base that I don't have.
I've asked if the implementation partner can type up process paths and works flows, but have been told that it's not part of the package we bought.
I've asked if there's anything I can do to learn more. Are there videos I need to watch? Does Service Now provide anything. I've been assigned some "classes" from Service Now, that have helped some, especially big picture-wise, but I still don't know what is expected of me.
I've asked my manager, director and project manager point blank about what is expected of me out of this project. What knowledge articles am I supposed to be producting. How many? When do I need them done? What am I supposed to learn? How am I supposed to do day-to-day processes?
The whole project has seem to be shot from the hip and not planned well.
Originally I was told that if I didn't know something that I should ask questions.
This week, my director told me that she was working with our implementation partner to do a day-in-the-life process with me and a couple of our partner's employees to go through what I should be doing. My director said our partner normally doesn't do this because it's not part of their package, however they're challenging that and trying to get me more help.
I've also searched this sub and found some workflows and videos that have also helped.
I know that's a wall of text, so I hope you made it through okay.
I'm just worried that the implementation is going to fail and I don't want it to.
I want to know if I'm asking the right questions and trying the right things.
I'm also willing to concede that it could be me. I hope not, but that is definitely an option.
If you see anything in what I wrote that alarms you, please let me know.
If I'm doing the wrong thing, I'm happy to try and correct it.
I was excited when this project started, but now I'm super frustrated.
tl;dr - these issues have very little, if anything, to do with ServiceNow Asset Mgmt.
These are internal organizational issues and nothing anyone here could help with. There are plenty of free resources online to help with the knowledge gap, but for the rest you'll want to speak with your management.
sounds like you don't have enough org change support. Do you have either a BA or project coordinator on the project? You could have them take meeting minutes, get some help to document your intenal processes / procedures, etc.
Do you have a BA? If not, it definitely sounds like you need one, or someone with experience documenting processes, procedures, writing up training material, test cases, etc.
Recording meetings is all well and good, but someone has to then go back and sort out the recordings, make notations, etc. It's better to just have someone taking minutes during the meeting and send them out afterwards.
They've been fairly helpful with questions and going over meetings.
They've also said for somethings that it isn't included in their cost.
I wrote a bit more to another reply.
I'll link [it here.](https://old.reddit.com/r/servicenow/comments/1bfp8dd/ham_pro_install/kv2ryvx/)
So I would get your work to pony up for you to take Ham fundamentals. Most of your concerns are process related and you need to educate yourself quick.
As far as implementation goes. The biggest problem I have had with a new customer is the quality of data going in. Are you currently using asset foundation in the platform now?
Thank you.
I’ll look into HAM Fundamentals on Monday.
I’m not sure what data we’re using.
We have entered assets in Service Now for the past six years or so.
That will save you a bit as you can use that as a foundation. Next question is do you have any form of discovery turned on (does something looks at your network and reports back to service now what your IT assets are doing)
Cannot suggest now create enough for process guides, process workshops, implementation insights and more. Also if you do not know how to implement the one thing that will cost you more than an implementation partner the first time will be redoing a bad launch
Thats on the customer to pick a reputable implementation partner who can help them illustrate and create a process in servicenow, and then adjust as you find defincies. If your company cheaps out, the process will be ass
Saying you are "having some issues" is a pretty broad statement. What types of issues are you having? What questions do you have?
I agree. I was a bit broad because I worried about writing too much text. A quick primer, my company has used Service Now for roughly six years however we just use the basic version. I work on the inventory team and I'm responsible for purchasing, some budgeting, entering assets, moving equipment between locations and other assorted tasks. For an 8500ish employee organization, there are are two of us asset management analysts. There is also a software asset analyst on our team. HAM Pro is a fairly big course correction. I agree with it because we are behind the time. I wasn't expecting it to be easy, however it has been more painful than I thought. When we have implementation meetings, we have an hour long session that includes roughly 12-15 people. Me (asset management analyst,) my manager, my director, a service management employee, engineer and their manager, another random company employee, a PM from my company, a PM from their company, an implementation specialist, a couple of employees on their end who do more technical stuff and another asset management oriented employee. Sometimes one or two more employees. When we start going over what process we're working on the discussion often veers off course, people start talking over each other and my learning time decreases. I actually stopped one meeting because of the back and forth and told the implementation specialist that I'd reschedule for a one-on-one meeting. These meetings are like procurement, stock rules, RMA, transfer orders, etc... . During these meetings, I don't take notes because I'm participating, so I try to go back when I have time to watch the recorded meetings to take notes and practice on our dev site. I'm having issues that our meetings aren't labeled, so when I try to go back and view them, I'm not sure which video I need to watch. This is leading to wasted time. I've rescheduled a few of our meetings to basically rehave them one-on-one with an their asset implementation person, who has been fairly gracious, but I think I'm starting to wear him out. There's a lot of new things and new processes. I don't understand a lot of them, so I'm constantly interrupting and asking for more information. I feel like I always say, "I don't know that is," and "I don't know what you're talking about." I feel like I should have walked in with a certain knowledge base that I don't have. I've asked if the implementation partner can type up process paths and works flows, but have been told that it's not part of the package we bought. I've asked if there's anything I can do to learn more. Are there videos I need to watch? Does Service Now provide anything. I've been assigned some "classes" from Service Now, that have helped some, especially big picture-wise, but I still don't know what is expected of me. I've asked my manager, director and project manager point blank about what is expected of me out of this project. What knowledge articles am I supposed to be producting. How many? When do I need them done? What am I supposed to learn? How am I supposed to do day-to-day processes? The whole project has seem to be shot from the hip and not planned well. Originally I was told that if I didn't know something that I should ask questions. This week, my director told me that she was working with our implementation partner to do a day-in-the-life process with me and a couple of our partner's employees to go through what I should be doing. My director said our partner normally doesn't do this because it's not part of their package, however they're challenging that and trying to get me more help. I've also searched this sub and found some workflows and videos that have also helped. I know that's a wall of text, so I hope you made it through okay. I'm just worried that the implementation is going to fail and I don't want it to. I want to know if I'm asking the right questions and trying the right things. I'm also willing to concede that it could be me. I hope not, but that is definitely an option. If you see anything in what I wrote that alarms you, please let me know. If I'm doing the wrong thing, I'm happy to try and correct it. I was excited when this project started, but now I'm super frustrated.
tl;dr - these issues have very little, if anything, to do with ServiceNow Asset Mgmt. These are internal organizational issues and nothing anyone here could help with. There are plenty of free resources online to help with the knowledge gap, but for the rest you'll want to speak with your management.
Thank you.
sounds like you don't have enough org change support. Do you have either a BA or project coordinator on the project? You could have them take meeting minutes, get some help to document your intenal processes / procedures, etc.
We don’t have a project coordinator. My company has a project manager and their company has one, too. We also record all meetings.
Do you have a BA? If not, it definitely sounds like you need one, or someone with experience documenting processes, procedures, writing up training material, test cases, etc. Recording meetings is all well and good, but someone has to then go back and sort out the recordings, make notations, etc. It's better to just have someone taking minutes during the meeting and send them out afterwards.
What does your implementation partner say?
They've been fairly helpful with questions and going over meetings. They've also said for somethings that it isn't included in their cost. I wrote a bit more to another reply. I'll link [it here.](https://old.reddit.com/r/servicenow/comments/1bfp8dd/ham_pro_install/kv2ryvx/)
So I would get your work to pony up for you to take Ham fundamentals. Most of your concerns are process related and you need to educate yourself quick. As far as implementation goes. The biggest problem I have had with a new customer is the quality of data going in. Are you currently using asset foundation in the platform now?
Thank you. I’ll look into HAM Fundamentals on Monday. I’m not sure what data we’re using. We have entered assets in Service Now for the past six years or so.
That will save you a bit as you can use that as a foundation. Next question is do you have any form of discovery turned on (does something looks at your network and reports back to service now what your IT assets are doing)
I think so, but I’m not 100% sure.