Access to Expertise

  • Release version: Washingtondc
  • Updated July 30, 2024
  • 1 minute to read

    • The Access to Expertise Initiative connects Impact customers to ServiceNow subject matter experts via personalized virtual coaching sessions.

    Overview

    Access to Experts sessions offer specialized guidance on various ServiceNow product topics, aimed at accelerating value realization and outcomes on the ServiceNow platform.

    Receive prescriptive and actionable guidance on effective strategies to address platform obstacles, processes, and workflows.

    An intelligent intake experience matches Impact Customers with suitable experts for tailored sessions aligned with your needs and platform lifecycle stage. Each request focuses on addressing one specific topic or application area per session.

    Note:
    This Initiative is exclusively available as a restricted release in Impact Advanced and Total packages to select Impact squads and customers with the May 17, 2024 Impact SKUs.

    Topics

    Topics covered will primarily focus on the ServiceNow platform, with the potential to include discussions on the following:

    • Automated Test Framework (ATF)
    • Customer Service Management (CSM)
    • IT Operations Management (ITOM)
    • IT Service Management (ITSM)
    • Platform upgrades
    • Reporting, Performance Analytics
    • Service Portfolio Management
    • Virtual Agent, Now Intelligence (AI)
    Table 1. Request examples
    Topic Example topics or questions
    Leading Practices
    • IRM Auditing: General guidelines for conducting Information Risk Management audits to enhance security and compliance.
    • Policy and Compliance Risk Management: General guidelines for ensuring compliance and managing risks effectively within policy frameworks.
    Technical How-To How can we create a mapping in Extract Transform Load (ETL) map assistant for a custom table, such as a PC Hardware table?
    Product Capability Overview How should publisher part numbers be identified and how are software models created automatically in Software Asset Management (SAM)?
    Data Model Overview How do you best build out the Configuration Management Database (CMDB) data model to coincide with the Common Service Data Model (CSDM) service mapping?
    Implementation Guidance How do you set up the workflow for Mobile barcode scanning upon initiation of a request?

    Submit queries with detailed information using an intake form. See Request Access to Expertise for details on entering the request.