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Implementation Specialist Summary

Study this set online at: http://www.cram.com/flashcards/implementation-specialist-s


ummary-7020120

enables a single system of record with greater standardization and


Consolidation transparency(remove redundancy, remove fragmentation, increase
transparency)

creates an IT storefront and puts the knowledge in the hands of the


Self Service
business

eliminate Manual Processes (Workflows)(Remove manual, error- pro


Automation
ne processes → decrease cost, improve service)

Currently all customers will have their data stored in a primary and
Where is the data stored?
secondary datacenter known as paired datacenters
Implementation Specialist Summary
Study this set online at: http://www.cram.com/flashcards/implementation-specialist-s
ummary-7020120

Federal Information Security Management Act (FISMA) compliant dat


acenters which meet additional federal requirements
Where do government customers have their data stored? FISMA is U.S legislation that provides a comprehensive framework t
o protect government information, operations and assets against n
atural or man-madethreats

High Level automated failover steps:


1. Verify replication is synchronized between both data centers
2. Stop all application nodes associated with the customer instance
3. Reverse roles for each database from read-only to read-write, an
What are the six steps of the high availability failover process whic
d vice versa
h are invoked by the ServiceNow cloud platform?
4. Change the database pointer to the read-write database within th
e application nodes
5. Change the DNS associated with the customer instance TTL
6. Start all application nodes associated with the instance

- All instances have incremental backups nightly


When is the data backuped? - Full backups occur weekly
- Production instance backups are retained for 30 days

Each backup occurs locally in the primary and secondary datacente


r.
Where are the Backups stored? It’s important to note, only production instances are configured for
HA, meaning only the production instances have backups in two loc
ations.
Implementation Specialist Summary
Study this set online at: http://www.cram.com/flashcards/implementation-specialist-s
ummary-7020120

- Hot fix
Release Cycle - Patch Release
- Feature Release

- Supports existing functionality with a specific problem fix for a fea


ture release
Hot Fix
- May not include and previous fixes for a given release
- Does not include new features

- Supports existing functionality with a collection of problem fixes


Patch Release - Includes all previously issued hot fixes for a given release
- Does not include new features

- Introduces new features


- Includes all available fixes to existing functionality
Feature Release
- Is production-oriented; -> quality and stability are of the highest p
riority throughout the lifecycle
Implementation Specialist Summary
Study this set online at: http://www.cram.com/flashcards/implementation-specialist-s
ummary-7020120

The G2G3 Polestar Simulation is designed to demonstrate the value


G2G3 Polestar Simulation of ITSM best practice (ITIL) processes and tool with the context of a
business and technology model.

StartNow came from STrategic Alignment and Rapid Transformation.


StartNow provide:
StartNow Methodology - Leadership throughout the flexible project framework
- Guidance in ServiceNow Best Practices
- Modular approach to Rapidly Deploy for immediate results

- Plan
- Discover
- Prepare
StartNow Phases
- Deploy
- Operate
- Transform

- Single methodology for managing implementation and project


- Single place to store documentation and collateral
Benefits of StartNow
- Single place to track the project
- Historical record of why things were done in a particular way
Implementation Specialist Summary
Study this set online at: http://www.cram.com/flashcards/implementation-specialist-s
ummary-7020120

- Project Definition
- Project team setup
Plan (StartNow)
- Kickoff meeting
- Sys Admin training

- Requirements Workshop
- Data requirements & KPIs
Discover (StartNow)
- Integration requirements
- Document requirements as stories

- Core system setup


- LDAP integration
Prepare (StartNow)
- Common data integrations
- Scrum execution and project baseline

- Build functionality as defined in the Project and Scrum


Deploy (StartNow)
- Project Management
Implementation Specialist Summary
Study this set online at: http://www.cram.com/flashcards/implementation-specialist-s
ummary-7020120

- User Acceptance Testing (UAT)


- Validation of Update Sets
Operate (StartNow) - End user testing
- Go-Live checks
- Transition to Tech Support

StartNow is loaded into a customer instance


- Plugins required to be enabled
- Scrum Process Pack Plugin
How Do you Use StartNow? - Project Management Plugin
- One Update Set that builds the StartNow implementation Applicati
on
- One Update Set that contains sample StartNow data

- Project Plan (PPM)


What are the StartNow areas? - Scrum (Stories)
- RIDAC

Project Plan used to manage project


Implementation Specialist Summary
Study this set online at: http://www.cram.com/flashcards/implementation-specialist-s
ummary-7020120

is a deployment methodology
Scrum 4 Levels:
- Products -> Releases -> Sprint -> Stories

RIDAC used to manage risks, issues, decisions, actions, changes

What is required?
How is it done?
What are the activities in the Plan Stage?
Wo does what?
When will things happen?

- Kickoff with customer


- Deliverables reviewed with customer (Ergebnisse des Kickoffs)
- Approach agreed
1. What is required? - Instances spun up
- Project Plan loaded
- Training scheduled
- Security discussion happens NOW
Implementation Specialist Summary
Study this set online at: http://www.cram.com/flashcards/implementation-specialist-s
ummary-7020120

- Presentation to introduce the Methodology


2. How is it done? - Introduce Best Practices
- Walk through the sample project plan

- ServiceNow led engagenemts, the EM resource will kick off project


, spin up instances, install StartNow in the customer instance and ru
n kickoff meetings
- Customer Project Manager resource will re-iterate / confirm delive
3. Who does what?
rables. Project Plan reviewed and updated with Milestones/ drop-de
ad dates
- Customer Decision maker/ Exec sponsor in kickoff meeting to set t
he path

4. When will things happen? Usually 3-4 weeks after project signature

- Engagement Manager
- Technical Consultant
What does the ServiceNow Project Team consist of? - Business Process consultant
- Integration Consultant
- Cloud Infrastructure
Implementation Specialist Summary
Study this set online at: http://www.cram.com/flashcards/implementation-specialist-s
ummary-7020120

- Overall ServiceNow lied for deployment


Engagement Manager - Is a peer to the customer management and Project Manager
- Overall deployment success and customer value

- Helps Customers with knowledge Transfer


Technical Consultant
- Development help/support

- Leads the Process Workshops


Business Process Consultant
- Helps to define the backlog of requirements to be implemented

- Develops a strategy for integrations


Integration Consultant
- Development of the integration points to and from ServiceNow
Implementation Specialist Summary
Study this set online at: http://www.cram.com/flashcards/implementation-specialist-s
ummary-7020120

- Instance build and physical environment optimization


Cloud Infrastructure - Datacenter
- Network and Connectivity

- Executive Sponsorship
- IT Manager/Director
- Project Manager/Scrum Master
Customer Project Team
- System Administrator
- Business Process Owner
- Product Owner

- Visible, active and knowledgable


Executive Sponsorship
- able to clear road blocks

- Involved with driving priority


IT Manager/Director - Decision Maker
- Tracks scope creep and provides visibility
Implementation Specialist Summary
Study this set online at: http://www.cram.com/flashcards/implementation-specialist-s
ummary-7020120

- Co-ordinate, tracking escalation, prioritization


Project Manager/Scrum Master - Responsible for the success of the project
- Removes obstacles from the team

- Hands on
System Administrator
- Tailors the application to business requirements

- Complete definition of the current/future processes


Business Process Owner - Testing
- Ensures application maps to business

- Establishes and communicates product vision


Product Owner - Prioritizes features according to customer value
- Primary representative of business stakeholders
Implementation Specialist Summary
Study this set online at: http://www.cram.com/flashcards/implementation-specialist-s
ummary-7020120

- StartNow can be auto installed on a customer instance using ICE

- 2 Plugins are needed: Project Management and SDLC (Scrum Process Pack)

Load StartNow Implementation Application - 1 Update Set used to create the StartNow Application

- 1 Update Set used to import sample RIDAC records, sample project task and sample products,

releases, sprints and user groups

- add all scrum team members to the StartNow Implementation Gro


Steps after StartNow Implementation Application is loaded up
- Add all StartNow Implementation members to the group

Coordinated between the Engagement Manager and the customer's key stakeholders

- Introduction

- Discuss basic roles and responsibilities

- Initiate VPN and LDAP discussion

What happens in the Pre-Kickoff meeting? - Discuss demo instance what has been POC'ed

- Determine new instance names (Prod, UAT, Dev)

- Review Deployment Methodology

- Discuss Training

- Plan schedule onsite visit

Coordinated between the sales team that sold the solution and the
customers kex stakeholders
- Meet with key stakeholders
What happens in the Onsite Kickoff Meeting? - Introduce yourself and possibly team
- Get the right people involved early
- Define type of teployment (agile vs. waterfall)
- Understand high-level requirements
Implementation Specialist Summary
Study this set online at: http://www.cram.com/flashcards/implementation-specialist-s
ummary-7020120

- Update the Welcome Page


- Create different look for each instance (banner name and color)
- change the email properties/notifications to prevent users from ge
Steps after cloning back from Prod to Dev/Test tting messages from sub prod instances
- restrict user access and modify LDAP to disable imports and updat
es
- Disable active scheduled jobs such as imports and reports.

- the role of the user in the system


What does the story text include? - the need expressed by the user
- the benefit from implementing described feature

A story is a short description of a customer need, written in the voi


What is a story?
ce of the customer.

- Draft (not ready to be assigned or worked on)

- Estimation

- Ready (ready for work)

- Work in Progress

- Awaiting info
What are the story states?
- Ready for testing (work is complete and needs verification)

- Testing (usually conducted by customer)

- Complete (Work is verified and complete)

- Cancelled (team decides not to pursue the story)

- testing failed
Implementation Specialist Summary
Study this set online at: http://www.cram.com/flashcards/implementation-specialist-s
ummary-7020120

- VPN Connectivity (if nessecary)


- LDAP integration
- Groups
What are the elements of the core system setup? - Roles
- Security (ACLs)
- Calendars
- Schedules

- Form fields
- Business rules
- Client Scripts
What effects the performance?
- Related Lists
- Loading Data
- Reports

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