Learning Management in ServiceNow

Presenter: Chris Dauw, Shane Brazeal & Sal Costa
Length: 28:25

Fruition Partners’ Director of Products & Platform, Chris Dauw, Senior Architect, Sal Costa and Principal Evangelist/Architect, Shane Brazeal will cover another product built out on top of the ServiceNow platform - a Learning Management System. Empower your workforce, deliver training, and manage your teams skill inventory. This system incorporates gamification principles and integrates with a few other ServiceNow applications including Social IT / LiveFeed & Skills Management.

Native Agent Based Monitoring in ServiceNow

Presenter: Chris Dauw & Chad Whaley
Length: 47:45

A discussion and demonstration of how ServiceNow can be coupled with an agent-based monitoring tool to enable event management that is 100% natively managed and used within ServiceNow. In the demonstration, we show a monitoring solution that leverages a custom-built agent to connect to ServiceNow for instructions and event forwarding. Once the event is forwarded, these events are enriched using information available within the ServiceNow instance to provide more streamlined event management meta-data that can cascade benefits into your other ITIL processes.

The ServiceNow Call Center

Presenter: Chris Dauw
Length: 1:02:28

The ServiceNow Call Center: Use cloud telephony to build call centers and embed rich communication into your apps allowing your ServiceNow instance to interact with traditional phone systems. Make and receive calls directly into ServiceNow enabling an evolution in SaaS based virtual call centers, field services, help desks, and more. Empower a remote workforce, use SNC workflow to facilitate advanced call routing, track call statistics and analytics in real time, and actively monitor the level of support and customer service your organization is providing. Empowering ServiceNow via cloud telephony enables your instance to make outgoing calls to support personnel if someone logs a high priority incident or if an SLA is about to breach. Additionally your users can acknowledge receipt of critical P1 issues via IVR or SMS. End users now have the ability to log a ticket in ServiceNow dynamically with a phone call when your help desk is over capacity or when users call after hours.

On-Call Rotation in ServiceNow

Presenter: Austin Buono
Length: 51:38

Austin Buono, Technical Analyst at Fruition Partners, discusses On-Call Rotation. He demonstrates how this application provides a way of rotating an on-call position within a group of people on a regular basis.

Throughout the hour Austin discusses:

• Creating a new On-call Rotation
• Managing notifications
• Defining schedules
• Escalation Guidelines
• Twilio Integration
• Tips and Tricks

Runbook Automation & ServiceNow

Presenter: Nate Anderson
Length: 31:31

Fruition Partners' Technical Analyst, Nate Anderson delivers an overview of Runbook Automation.

During the webinar, Nate covers:

• What is Runbook Automation?
• See Runbook Automation in action
• What can Runbook Automation do for you?

Import Knowledge

Presenter: Dustin Martin
Length: 14:55

Fruition's Technical Consultant, Dustin Martin, delivers an overview of Import Knowledge..

Throughout the hour, Dustin covers:

• Current Mass Import Process
• Introducing to the Knowledge Import Script
• Installing/Configuring the Knowledge Import Script
• Preparing Files to be Imported
• The Process
• The Results

Remote Support Integration for ServiceNow

Presenter: Shane Brazeal & Boatner Blankstein
Length: 44:26

Bomgar, the worldwide leader in secure, appliance-based remote support solutions, and leading ServiceNow implementation partner, Fruition Partners, have formed a strategic partnership to create an advanced integration between Bomgar's remote support solution and SaaS for IT service management from ServiceNow. The success of the integration now lets end-users communicate with the service desk using live chat and remote support - all from within one simple interface in ServiceNow.

The developers demonstrate how this works and answer your questions. Discover...

• Get support and chat live without leaving your ServiceNow Instance
• Easily screen share, pull back advanced system information, and transfer files with Bomgar
• Quickly start a Bomgar session from an incident in ServiceNow
• View the history of chat sessions and activity from the related incident record
• Build reports and pull back useful metrics from ServiceNow regarding Bomgar sessions

Success with Service Catalog

Presenter: Alex Shrewsbury
Length: 57:53

Fruition Partners' Technical Analyst, Alex Shrewsbury discusses all that is Service Catalog. Walk away with best practice advice and an understanding of the must-haves of Service Catalog.

Within the hour, Alex covers:

• Catalog Items
• Catalog Variables
• Order Guides
• Record Producers
• Service Catalog Categories
• Catalog Checkout/Cart Process

Custom Login Page in ServiceNow

Presenter: Jeff Pierce
Length: 55:06

Fruition's Professional Services Consultant, Jeff Pierce, walks you through how to create your very own custom login page in ServiceNow.

In this webinar, Jeff covered:

• Defining a custom layout
• Using stylesheets to modify visual design
• Adding custom components to a CMS page
• Establishing login rules for users

Custom Application Development in ServiceNow

Presenter: Shane Brazeal
Length: 27:07

Fruition's Senior Technical Consultant, Shane Brazeal, gives you an inside look into how to create custom applications in ServiceNow. Possibilities are limitless with the flexibility of this tool.

Shane covers:

• Creating new tables, application, modules
• Record generation - 'Create New' module, inbound email, web services, etc.
• Security - who should have access to create/read/write/delete records or specific fields
• Workflows/notifications/reporting
• Flexibility - creating a properties page to allow for easy customizations by setting values instead of altering scripts