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Home | Agenda | Lab Sys Admin

THUR

Continual Service Improvement (CSI): Las Vegas
Chris Walker,
Room : Juniper 4
Subject : Continual Service Improvement
Lab : Sys Admin

We are all familiar with the Deming Cycle: Plan, Do, Check, and Act. But in IT we seem to have our own Deming Cycle: Plan, Do, STOP! Rarely do we go back and look at how we can drive more business benefits. Why is that? Well generally it is because legacy tools and lack of time have held us back. ServiceNow removes these barriers and makes it easy to adopt CSI in your organization.

In this interactive lab you will learn how to:
* Develop process-coaching loops that automate the review of data entered into ServiceNow to allow mentors to proactively deliver feedback quickly
* Determine the real value of metrics available in ServiceNow that allow you to make decisions that help you improve processes
* Create dashboards and reports to track the progress of your process improvement projects

Prerequisites: ServiceNow admin training.