What these technologies collect and what can be brought in varies. As a side note, ServiceNow has a product called Discovery which will conduct scans on your other IP-discoverable devices. You can also import from other database systems. There are also other technologies that do scanning that can be used in the same way. Oftentimes, you’ll have a scheduled job that runs and brings in data on a scheduled basis so it's up to date, and you'll have all that data available to you. Crossfuze has used that to populate CMDB. There's a plugin for SCCM that can attach to ServiceNow and can consume and map the data from SCCM into the appropriate database table within ServiceNow. Let's say you’re using SCCM to gather information about all of your workstations and laptops that are in your networks.
When you’re talking about Configuration Management Database within ServiceNow (CMDB is the ITIL term for that, and ServiceNow uses a lot of ITIL best practices), it can be populated in a variety of ways, for example, individual configuration items within your network. There are all kinds of creative applications for that use case with reporting and other useful mechanisms to go along with that. Another great use of surveys with CSM is with your partners/vendors. The Customer Service Management (CSM)application within ServiceNow comes with the capability to survey customers. All in all, it’s easy to set up surveys in ServiceNow. So, if you can build a report on Incident, you can also build one for Problem or Change. And, because it’s all the same platform you get the same type of reporting and dashboards. There are many ways the survey feature can be used. Another example of how to use surveys is to send them out to all employees to get feedback about their experience with the Service Desk (or IT in general). You can build surveys into your ticket workflow so that they automatically get sent upon close of a ticket. One of the most common ITSM-specific use cases for surveys is for rating employee satisfaction with how their request/ticket was handled by the Service Desk. ServiceNow ITSM Monthly Demo Questions and ResponsesĬan you use ServiceNow to survey employees? Have a question about ServiceNow that you don’t see featured here? Check back soon for our updated ServiceNow Live Demo schedule for 2019 to join in on the live action and get instant answers! So, be sure to bookmark this page so that you can stay in the conversation and learn from the curiosity of others in positions and situations similar to yours. Each time we do a live ServiceNow demo for ITSM or CSM, we gather up the questions attendees asked and include them in this blog. Once a month, Crossfuze opens up their doors of experience to anyone interested in learning about ServiceNow and the power of the platform to transform their organization.
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