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SNOW Knowledge Management_SSP.ppt

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ChakrapaniGunti

The document describes a ServiceNow CMS implementation workshop over multiple days. Day 1 focuses on introducing the employee self-service portal concept and goals, assessing the current state, and reviewing best practices. The workshop approach is explained as understanding how the portal can help and documenting requirements. An executive summary states the workshop will provide support for a basic employee self-service portal implementation over 60 hours. The implementation approach covers planning and design, creating sites/layouts/pages, navigation, and testing/training.

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ServiceNow Implementation Workshop CMS Self Service Portal
Workshop Day 1 Description The ServiceNow The Employee Self-Service application gives supported end users a clean, simple front end to their IT support organization. Introduction & Roles Objectives & Outcomes Current State Assessment Employee Self Service Portal Best Practice Overview • Brief introduction by the team members, and understanding roles in the workshops • Brief overview of workshop deliverables and high level goals of each attendee • Current state review, challenges, opportunities, controls and measures • Level setting and overview of what CMS and Self Service Portal is, benefits, and roles & responsibilities
Workshop Approach • Understand how Employee Self Service Portal can help your organization • Understand the roadmap to get the most value out of the Employee Self Service Portal • Document requirements and design based on workshop participation
Executive Summary Alcor understands that UCSD intends to design and configure a basic Employee Self Service(ESS) Portal. Given the Alcor’s current understanding of UCSD’s maturity in CMS, as part of this engagement, Alcor will provide necessary support throughout the lifecycle of this phase with best practices and technical expertise. Alcor estimates the implementation effort not to exceed 60 hours for this activity, but this can be adjusted on request from UCSD • Review a basic checklist of prerequisites that will be useful in setting expectations, scoping out deliverables, and making reasonable design timelines.• Form Fields and values such as Category, Priority, State, User Information • Create the sites, layouts and content pages. Individual content pages• Notifications for end users, managers, business owners, service owners, and support groups • Define navigation through the site to ensure consistent user experience, and ease of use.
ServiceNow Enterprise Cloud Cloud Management Orchestration Discovery Event Management Service Mapping HR Facilities Marketing Legal Finance Change Incident Problem Financial Management Risk Audit Vendor SDLC Demand Resource Project Security Operations Customer Service Field Asset Test More CMDB Security Application Logic Application Development Analytics User Experience Vulnerability Response
Process Review 1.Lets review the process framework. 2.Don’t hesitate to ask questions.
• Organizing Instance Data • Organizing Content • Prototyping/Rapid Web Design • Prototype Reviews, Updates and Sign- Offs • Create the sites, layouts and content pages. • Navigation Menus • Creating Navigation Menu Blocks • Testing, Training, and Signoff Alcor CMS Implementation Approach Planning and Design Sites, Layouts & Content Pages Create Navigation Testing, Training & Sign Off
ServiceNow CMS The Content Management System (CMS) is a ServiceNow application that primarily enables users to create a custom interface for the ServiceNow platform and ServiceNow applications. The CMS application is powerful and flexible, so customers have used it for a wide variety of projects from creating entire websites to integrating with other products. The CMS application is included in the base instance. A CMS typically requires a systems administrator or a web developer to set up and add features, but non-technical users can use the application as a website maintenance tool to make changes to a website Goals The primary goal of designing and implementing a CMS portal is to provide an intuitive and user friendly user experience with customer’s ServiceNow instance that reflects customer’s corporate brand image and supports the adoption of the system Description
Planning and Design Approach Activity Name Description Organizing Instance Data Our first step is to review a basic checklist of prerequisites that will be useful in setting expectations, scoping out deliverables, and making reasonable timelines. • We will ensure necessary data and content are in the instance • We will ensure that the data effectively represents the applications being used • We will ensure that the hierarchies and categories in the system are logical. • We will document all instance data planning & design principles. Organizing Content • System information, such as knowledge base articles and catalog items • CMS site information, such as site pages, images, and menus • Review Client LA's Web Style guidelines • We will document all instance content planning & design principles Prototyping/Rapid Web Design • We will define the site map for the entire site. • We will define links, link destinations, content, page names, and page descriptions. • When prototypes have been analyzed and then used to create pages, revisions to the published pages are minimal. Design revisions are the most time consuming and expensive phase of site design Prototype Reviews, Updates and Sign-Offs • Review of prototype designs with steering committee through up to three iterations • Updates to design based on feedback through up to three iterations • Sign-off Planning and Design Sites, Layouts & Content Pages Create Navigation Testing, Training & Sign Off
Sample Planning and Design Discussion
Creating Sites, Layouts and Content Pages Activity Name Description Create the sites, layouts and content pages. Layouts are UI elements that define how blocks of content can be added to a page. Layouts are used for homepages, Content Pages. Layouts' defines the overall structure of the page by arranging where on the page drop zones appear. We will work with your team to: Layouts • Define layouts for each page • Define drop zones for each page • Defining custom actions required on each page • Creating Layouts (if custom layout is needed) or leverage existing layout • Document all layout information. Creating Pages • Define/Create Content Blocks • Define Pages • Define Layout to be used • Create pages using Content Blocks • Assigning Pages to Sites • Customizing Page to follow design guidelines • Leveraging Update Sets if needed (Content Pages are not added to update sets by default) • All aspects of CMS may not be able to leverage update sets, this process will require creating in the production environment. • Document all page creation information. Planning and Design Sites, Layouts & Content Pages Create Navigation Testing, Training & Sign Off
Sample Sites, Layouts and Content Pages
Sample Sites, Layouts and Content Pages
Create Navigation Activity Name Description Navigation Menus Once the layouts and pages are created, we can begin to define navigation through the site to ensure consistent user experience, and ease of use • Build Menu Block - The menu block defines the entire menu block and how it is displayed. • Build Menu Section - The menu sections define groups of links displayed within the block. • Build Menu Items - The menu items define the links within the block. • Document all navigation menu configuration. Creating Navigation Menu Blocks • Define all navigation elements required within the system • Select navigation menu system (style) for all the menus • Create Menu Section • Create Menu Items • Customizing menu styles • Adding menus to pages • Document all navigation menu block information. Planning and Design Sites, Layouts & Content Pages Create Navigation Testing, Training & Sign Off
Sample Navigation Creation
Testing, Training, and Signoff Activity Name Description Testing, Training, and Signoff The final step is a complete review and test of the work, build the training materials and initiate the knowledge transfer, and get formal sign off that the final product has met all requirements. • Test on the browsers and platforms your site visitors use • Test on a variety of monitors (for example, LCD and CRT) • View pages using different screen resolutions • View pages using different color settings • Test all navigation and links • Test items that can be downloaded (for example, PDF files) • Test the search functionality • Test site security • Knowledge transfer for trainers, in support of end users Planning and Design Sites, Layouts & Content Pages Create Navigation Testing, Training & Sign Off
Alcor ServiceNow CMS Design Samples
Landing Page Samples 1. Landing page is a Homepage for the portal. 2. Communicates the purpose of the site. 3. Provides clear path to common actions within the system. 4. Can be customized based on clients corporate theme and branding.
Infoblox
Cal State LA
Toyota
Beachbody
WILLIAMS-SONOMA
Walmart
CISCO
HGST
RMS
Request & Incident Form Samples 1. Used to submit a request. Ex: Reset my Password 2. Used to log an Incident. Ex: Laptop is Broken
RMS
HGST
Sample Knowledge Base View 1. Used to view company related articles and news
HGST
RMS
Murad
Sample Form
Service Catalog - Access Request Form
Service Catalog - Access Request Form..contd.
Service Catalog – RAS Service Request Example

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SNOW Knowledge Management_SSP.ppt

  • 2. Workshop Day 1 Description The ServiceNow The Employee Self-Service application gives supported end users a clean, simple front end to their IT support organization. Introduction & Roles Objectives & Outcomes Current State Assessment Employee Self Service Portal Best Practice Overview • Brief introduction by the team members, and understanding roles in the workshops • Brief overview of workshop deliverables and high level goals of each attendee • Current state review, challenges, opportunities, controls and measures • Level setting and overview of what CMS and Self Service Portal is, benefits, and roles & responsibilities
  • 3. Workshop Approach • Understand how Employee Self Service Portal can help your organization • Understand the roadmap to get the most value out of the Employee Self Service Portal • Document requirements and design based on workshop participation
  • 4. Executive Summary Alcor understands that UCSD intends to design and configure a basic Employee Self Service(ESS) Portal. Given the Alcor’s current understanding of UCSD’s maturity in CMS, as part of this engagement, Alcor will provide necessary support throughout the lifecycle of this phase with best practices and technical expertise. Alcor estimates the implementation effort not to exceed 60 hours for this activity, but this can be adjusted on request from UCSD • Review a basic checklist of prerequisites that will be useful in setting expectations, scoping out deliverables, and making reasonable design timelines.• Form Fields and values such as Category, Priority, State, User Information • Create the sites, layouts and content pages. Individual content pages• Notifications for end users, managers, business owners, service owners, and support groups • Define navigation through the site to ensure consistent user experience, and ease of use.
  • 5. ServiceNow Enterprise Cloud Cloud Management Orchestration Discovery Event Management Service Mapping HR Facilities Marketing Legal Finance Change Incident Problem Financial Management Risk Audit Vendor SDLC Demand Resource Project Security Operations Customer Service Field Asset Test More CMDB Security Application Logic Application Development Analytics User Experience Vulnerability Response
  • 6. Process Review 1.Lets review the process framework. 2.Don’t hesitate to ask questions.
  • 7. • Organizing Instance Data • Organizing Content • Prototyping/Rapid Web Design • Prototype Reviews, Updates and Sign- Offs • Create the sites, layouts and content pages. • Navigation Menus • Creating Navigation Menu Blocks • Testing, Training, and Signoff Alcor CMS Implementation Approach Planning and Design Sites, Layouts & Content Pages Create Navigation Testing, Training & Sign Off
  • 8. ServiceNow CMS The Content Management System (CMS) is a ServiceNow application that primarily enables users to create a custom interface for the ServiceNow platform and ServiceNow applications. The CMS application is powerful and flexible, so customers have used it for a wide variety of projects from creating entire websites to integrating with other products. The CMS application is included in the base instance. A CMS typically requires a systems administrator or a web developer to set up and add features, but non-technical users can use the application as a website maintenance tool to make changes to a website Goals The primary goal of designing and implementing a CMS portal is to provide an intuitive and user friendly user experience with customer’s ServiceNow instance that reflects customer’s corporate brand image and supports the adoption of the system Description
  • 9. Planning and Design Approach Activity Name Description Organizing Instance Data Our first step is to review a basic checklist of prerequisites that will be useful in setting expectations, scoping out deliverables, and making reasonable timelines. • We will ensure necessary data and content are in the instance • We will ensure that the data effectively represents the applications being used • We will ensure that the hierarchies and categories in the system are logical. • We will document all instance data planning & design principles. Organizing Content • System information, such as knowledge base articles and catalog items • CMS site information, such as site pages, images, and menus • Review Client LA's Web Style guidelines • We will document all instance content planning & design principles Prototyping/Rapid Web Design • We will define the site map for the entire site. • We will define links, link destinations, content, page names, and page descriptions. • When prototypes have been analyzed and then used to create pages, revisions to the published pages are minimal. Design revisions are the most time consuming and expensive phase of site design Prototype Reviews, Updates and Sign-Offs • Review of prototype designs with steering committee through up to three iterations • Updates to design based on feedback through up to three iterations • Sign-off Planning and Design Sites, Layouts & Content Pages Create Navigation Testing, Training & Sign Off
  • 10. Sample Planning and Design Discussion
  • 11. Creating Sites, Layouts and Content Pages Activity Name Description Create the sites, layouts and content pages. Layouts are UI elements that define how blocks of content can be added to a page. Layouts are used for homepages, Content Pages. Layouts' defines the overall structure of the page by arranging where on the page drop zones appear. We will work with your team to: Layouts • Define layouts for each page • Define drop zones for each page • Defining custom actions required on each page • Creating Layouts (if custom layout is needed) or leverage existing layout • Document all layout information. Creating Pages • Define/Create Content Blocks • Define Pages • Define Layout to be used • Create pages using Content Blocks • Assigning Pages to Sites • Customizing Page to follow design guidelines • Leveraging Update Sets if needed (Content Pages are not added to update sets by default) • All aspects of CMS may not be able to leverage update sets, this process will require creating in the production environment. • Document all page creation information. Planning and Design Sites, Layouts & Content Pages Create Navigation Testing, Training & Sign Off
  • 12. Sample Sites, Layouts and Content Pages
  • 13. Sample Sites, Layouts and Content Pages
  • 14. Create Navigation Activity Name Description Navigation Menus Once the layouts and pages are created, we can begin to define navigation through the site to ensure consistent user experience, and ease of use • Build Menu Block - The menu block defines the entire menu block and how it is displayed. • Build Menu Section - The menu sections define groups of links displayed within the block. • Build Menu Items - The menu items define the links within the block. • Document all navigation menu configuration. Creating Navigation Menu Blocks • Define all navigation elements required within the system • Select navigation menu system (style) for all the menus • Create Menu Section • Create Menu Items • Customizing menu styles • Adding menus to pages • Document all navigation menu block information. Planning and Design Sites, Layouts & Content Pages Create Navigation Testing, Training & Sign Off
  • 16. Testing, Training, and Signoff Activity Name Description Testing, Training, and Signoff The final step is a complete review and test of the work, build the training materials and initiate the knowledge transfer, and get formal sign off that the final product has met all requirements. • Test on the browsers and platforms your site visitors use • Test on a variety of monitors (for example, LCD and CRT) • View pages using different screen resolutions • View pages using different color settings • Test all navigation and links �� Test items that can be downloaded (for example, PDF files) • Test the search functionality • Test site security • Knowledge transfer for trainers, in support of end users Planning and Design Sites, Layouts & Content Pages Create Navigation Testing, Training & Sign Off
  • 17. Alcor ServiceNow CMS Design Samples
  • 18. Landing Page Samples 1. Landing page is a Homepage for the portal. 2. Communicates the purpose of the site. 3. Provides clear path to common actions within the system. 4. Can be customized based on clients corporate theme and branding.
  • 25. CISCO
  • 26. HGST
  • 27. RMS
  • 28. Request & Incident Form Samples 1. Used to submit a request. Ex: Reset my Password 2. Used to log an Incident. Ex: Laptop is Broken
  • 29. RMS
  • 30. HGST
  • 31. Sample Knowledge Base View 1. Used to view company related articles and news
  • 32. HGST
  • 33. RMS
  • 34. Murad
  • 36. Service Catalog - Access Request Form
  • 37. Service Catalog - Access Request Form..contd.
  • 38. Service Catalog – RAS Service Request Example