Editors Note: Little known fact, as you can see from the enhanced view, both Kevin and Jonothan served in the same area in different capacities.
For my first month of work in CSS User Consulting, I was given the opportunity to pursue a few projects that would help me integrate into my new role. I selected the three that I hoped would provide immediate value to my new team: a re-organization of the UC Team Wiki, a webform used to order the new Husky OnNet service option, and documenting our current software license fulfillment processes. These projects gave me valuable experience writing documentation, mapping service fulfillment, and the opportunity to work more in-depth with ServiceNow while designing a BSR (Basic Structure Request). An additional project, which my manager graciously let me pursue, allowed me to learn a bit of Python while automating our team’s process for creating MSCA Endorsement Groups. Thanks to Steven Kurle for letting me work on this, and to Ian Walsh for letting me shamelessly pilfer some of his code.
I appreciated that the 3 in 30 process afforded me the opportunity to work on these projects and provide meaningful contributions to my group. I plan to continue building and improving on them. Thanks to the UC Team for putting up with my endless questions.
UC Team Wiki Update
Our UC Team Wiki was a maze of outdated articles surrounding loads of useful tidbits and suggestions from team members going back nearly a decade. Interestingly, the most referenced areas (by far) were personal Wiki pages, aptly titled “information for backups,” used to help someone who is backing up an absent team member. I decided to change the Wiki layout into a service-oriented structure, where relevant information and tasks could be found in their respective categories rather than being owned by a single team member. It’s hard to update someone’s personal page; it feels like a violation of some unspoken boundary. Like editing someone’s personal blog without permission. By moving to this new structure, I hope to lower the barrier of entry for those interested in amending and updating these pages. The switch to a topic-based knowledge repository also makes it easier to convert Wiki articles into ServiceNow KB articles, which will become increasingly useful as the Service Portal makes knowledge more visible to customers.
Software Licensing Documentation
Our software license fulfillment documentation (including sales statistics), created after asking Eugene and Rennie a million questions, can be found at: http://wiki.cac.washington.edu/pages/viewpage.action?pageId=81666517
Husky OnNet BSR
A good webform is worth its weight in gold. If gold isn’t your thing, think of something you value and assign an arbitrary weight to it (I suggest a tonne). That’s about what it is worth. However, as I learned through my BSR project, simple is better. I initially had a long, complicated form, with a zillion different conditional questions and a boatload of scripts and doo-dads that only existed for me to pretend like I was good at making BSRs. While this was fun to make and I learned a lot about ServiceNow’s capabilities (as well as its technical limitations and frustrations), it was definitely worse for the customers who would ultimately submit the form. Thankfully, honest critiques from the Husky OnNet System Team managed to save me and the customers from myself. The form can be found at https://uw.service-now.com/uwc.do?sysparm_direct=true#/catalog_order/f25e1ca913518b00c20bb9004244b0bf