Elisabeth works at a company that’s just adopted ServiceNow. In this introductory course, we’re going to assume that Elisabeth is not a fulfiller — she’s going to be interacting with the service catalog, ordering things, checking on the status of her tickets, and giving feedback to Alice, the ServiceNow Administrator.
In a later course within this same series, Elisabeth will transition over into a job where she will begin working on tickets as an actual fulfiller. If you want to get jargon-y, that’s the point at which she will get a traditional ITIL license.
Just as a side note, one of the questions that I often get is why Elisabeth the End User’s Persona starts as a requester and then morphs into a fulfiller. The short answer is: that’s what often happens at companies! People will become familiar with the system through using the service catalog or creating Incidents. Then, over time, as the platform is adopted more fully by their company, their team will take on responsibilities for closing catalog tasks or contributing to HR cases or commenting on facilities tasks, or responding to missing CI’s that haven’t shown up in Discovery for a while.
It’s very common for Elisabeths to progress from pure end user to classic ITIL fulfiller, so we’re going to treat her like she’s on that journey. Plus, the context of how the platform operates is critical to understand for everyone
If Elisabeth sounds like you, then you’re in the right spot. If not, it might be worthwhile to check out some of the other courses and personas. Keep in mind that persona’s can often overlap in responsibilities. If you feel like you’ve got Service Catalog on lock, then maybe stick around to learn a little about ServiceNow’s history, then jump right over to a more advanced section where we talk about ticket lifecycles, reports, and dashboards.
Throughout this course, we’ll be focusing on what ServiceNow is and how to approach it as someone who needs something from it. We’ll talk about what ServiceNow is and how it came to be. We’ll talk about the Service Catalog, including the structure of the underlying tickets so you can better understand what’s happening with your order. We’ll talk about Incident management, one of the most commonly implemented parts of any ServiceNow instance and what you might expect when submitting an incident yourself. We’ll talk about some helpful strategies you can use with your company’s administrator while troubleshooting.
This is really where everyone starts with ServiceNow. I’m excited for you to start your journey!
Let’s get to it!