Implementation Mngmt Flashcards
(11 cards)
Which methodology is used by ServiceNow to manage Customer Service Management implementation projects?
Now Create
What are common types of application record data that are imported during a CSM data migration?
- Knowledge Article
- Core master data
- Cases
- Attachments for Case and KBs
During which Now Create stage are workshops conducted?
Plan
What are the 5 phase states and their corresponding activites when following the Now Create implementation process?
- Initiate
- Plan
- Execute
- Deliver
- Close
What is the benefit of phased release approach?
Delivery of core functionality quickly
What are the recommended guidelines for a customer during the scoping of data migration for a CSM project? (3)
- Ensure the Statement of Work is specific in both details and scope
- The need for historic data does not mean it has to be in SN
- Recommended only current data for phase 1
What type of external business applications often need a process integration with the CSM applications?
- Business Continuity Planning (BCP)
- Enterprise Resource Planning (ERP)
- Customer Relationship Management (CRM)
What is the primary output from the Requirements Gathering workshop?
Stories
What should be emphasized when designing solutions? (3)
- Focus on Out-of-the-box functionality
- Minimize customizations
- Design for Scalability
What should be part of the pre-engagement collateral?
Customer service roles template
Name the influencing factors that will help determine the type of customer support desk structure required: (8)
- Organizational structure (yours and your customers)
- Geographical location (yours and your customers)
- Language and cultural differences (yours and your customers)
- Time zones (yours and your customers)
- Industry sector (your customers)
- Knowledge and skills required
- Criticality or VIP status of contacts
- Number of agents required
