Best Practices
ITIL
It's not an excuse not to do your job.
PPM
Why would you try and implement ServiceNow PPM using the same crappy processes you use for managing every other failed project? Expecting different results?
Problem Management
What the heck is a Candidate Incident???? If you aren't sure, maybe you don't know your role or your environment!
Anyone can be a Problem Owner. Arbitrary organizational limits are nonsensical.
If you have tried the same rollout in Change Management that has repeatedly failed and impacted your customer, it is time to look to Problem Management
When you have a 'problem', does it make sense to send your problem manager home first?
CMDB
Best Practice is to get all of your crap in there, not just what is easy
Change Management and Change Control
Removing a Standard Change Template because a Standard Change was canceled borders on moronic. Now, if a Standard Change fails - yep, remove the template.
Patching is a CHANGE dopey. It still needs Change Control.
Don't invoke Change blackout periods, fix your Change process. Learn to Test. If your deployment process sucks, fix it.
Incident Management
Incident Management process and platform should not be more complicated than the incidents themselves.
It is NOT a best practice to continually change the IM process without engagement. IM is a service that has customers, not a source of absolutes.
If the root cause of the issue is not explicitly known, opening the communication and discussion to a larger audience is the appropriate method.
ITSM
You don't get to change the process for friends
Problem tickets should not start with the solution. It should start with a description of the problem.
Just because you are certified, does not mean you know anything about your environment or how your business runs. It just means you passed a test. Ask a couple of questions before going off and writing unusable policies by yourself.
ITSM Communications
Read emails before responding to them. If three people on the same team respond without scrolling down - you all failed the IQ test
SaaS
Why on earth would you force anyone on the planet to go through Citrix to get to a SaaS app - ServiceNow no less. Does ITIL say that you should know nothing about IT to be in IT?
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