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SNOW is a swearword at my job, we botched the rollout and have been spending the last 5 years trying to fix it, 72K users also all functions use it for tickets (it, hr, legal, procurement) you have to basically hope whoever's "turf" you're on was set up by someone competent
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Mar 18, 2024 00:18
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xzzy posted:Except it gets slower the more you put into it. This is my hate/love relationship with SNOW. I love how it has a clean crisp UI and nearly instantly loads unlike BMC Remedy or MS Dynamics. The Fool posted:At my current job I'm directly responsible for the requirement to have an application defined in BMC before resources can be deployed via terraform, and by god I'd do it again. This is... really freaking cool, how does this integration work exactly?
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Mar 18, 2024 00:20
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Che Delilas posted:I did this before I had another job lined up - I wouldn't recommend that on general principles my sister did this and ended up unemployed for two years and her career never recovered, strongly recommend having something else lined up first
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Mar 18, 2024 00:20
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Gucci Loafers posted:This is... really freaking cool, how does this integration work exactly? It's actually super straightforward, all the hard work was political. App teams can't deploy directly to azure, they need to use TFE, but all of it is self service, so if they want a new environment they just add it to the configuration of the onboarding module. One of the arguments the module takes is the app code, which is a 3 character code that represents the team that owns the infrastructure being deployed. The BMC integration has two parts. The first looks up the app code and fails if the code doesn't exist. The second looks up a bunch of info about the app, including but not limited to the full name of the app, the owner, and a contact dl for the team that manages it. All of that info is applied as tags to all of the resources the app owns. The actual interaction with BMC is just curl one liners
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Mar 18, 2024 03:41
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LochNessMonster posted:Did the new teams client kill the option to get a notification when a coworkers status changes, or is that something that can be disabled on tenant level. Yes, this option is currently missing from Teams 2.0. It’s on the roadmap to get re-added, but I have no idea when.
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Mar 18, 2024 04:04
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Why do Microsoft do stuff like that
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Mar 18, 2024 10:37
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Thanks Ants posted:Why do Microsoft do stuff like that It’s 4D chess from the Teams Product Owner who wants to tank the average user happiness so he can make improving it a KPI for next years performance cycle.
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Mar 18, 2024 10:42
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Mad Wack posted:my sister did this and ended up unemployed for two years and her career never recovered, strongly recommend having something else lined up first Explain gaps by saying you had to take time off to care for an ailing relative. No way to verify it.
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Mar 18, 2024 14:15
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We've got a SNOW Senior Developer role open here at my company, pay range is 87k - 133k. I don't feel like that's enough to have to work in the backend of that software.
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Mar 18, 2024 14:37
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Seems like a decent enough alcohol stipend, but it really depends on what the salary is. 
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Mar 18, 2024 14:46
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Organic Lube User posted:Explain gaps by saying you had to take time off to care for an ailing relative. No way to verify it. you're still at a huge disadvantage compared to people with no gaps, there are definitely ways to mitigate but they aren't silver bullets and its much better to just have something lined up
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Mar 18, 2024 15:57
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You can also "strengthen" gaps by taking courses or doing some sort of self directed learning during that period which definitely helps when you're asked about them during an interview.
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Mar 18, 2024 16:05
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mattfl posted:We've got a SNOW Senior Developer role open here at my company, pay range is 87k - 133k. I don't feel like that's enough to have to work in the backend of that software. That's a poo poo range for a senior ServiceNow developer. I pay mine between 120 to 160k. Its possible to find higher paid roles as both SN Senior Dev or SN Architect.
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Mar 18, 2024 16:06
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Thanks Ants posted:It's a platform not a product, and a company buying into it without committing to giving it full time developer resources is going to have a bad time That is pretty much how we've handled the last 3 ticket platforms here. They don't want to dedicate enough people to it, or have experienced people hired for it. So we get Yet Another Half Assed system that we'll use for 8 years.
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Mar 18, 2024 16:36
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oh rly posted:That's a poo poo range for a senior ServiceNow developer. I pay mine between 120 to 160k. Its possible to find higher paid roles as both SN Senior Dev or SN Architect. And I know for a fact you're walking into a shitshow of a product too because that team has had such a high turnover rate since we went live on it 7 years ago.
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Mar 18, 2024 17:15
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CitizenKain posted:That is pretty much how we've handled the last 3 ticket platforms here. They don't want to dedicate enough people to it, or have experienced people hired for it. So we get Yet Another Half Assed system that we'll use for 8 years. This is the part that kills these deployments. If you are putting in a platform like ServiceNow, you need to prep the groundwork before you ever pull that trigger. If you aren't going to resource it appropriately and integrate/automate everything, don't loving buy it. Go buy some lovely small/mid sized business ticketing system that does the basics. I also work at a place where we wasted huge amounts of $ and didn't resource the team. I just don't hook my automation into the drat thing and it's basically a manual virtual paperwork engine for the unfortunates who live in that world. If it ever gets resourced, we can automate just about anything but jesus christ that's the entire value prop for buying something like that. Self service automated everything with an audit trail.
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Mar 18, 2024 20:46
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Nuclearmonkee posted:This is the part that kills these deployments. At my shop, there are a ton of features that are just loving locked down for permissions. Have ten tickets all with the same thing? Nope, can't bulk close tickets, ya gotta go into each one and spend 45 seconds filling out the forms to properly resolve it.I can SEE the 'bulk resolve' button there, its taunting me all greyed out and inaccessable. Same thing for changes. Got ten changes? Gonna be going into each one and hitting that 'approve' button. Oh, and I have to approve EVERY change, because all the CIs hit my group since I'm a unix SA and the hosts are defined CIs. Doesn't matter if the business is rolling out improved java code, I gotta hit the 'approve' button.
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Mar 18, 2024 21:59
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I mean FreshService seems like the happy middle ground to me. You can automate most things, you’ve just got to have people who can educate the business and set your service requests up in a way that makes sense E: pretty easy to manage without insane training too and their API documentation is solid as hell tehinternet fucked around with this message at 01:16 on Mar 19, 2024 |
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Mar 19, 2024 00:48
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Mad Wack posted:you're still at a huge disadvantage compared to people with no gaps, there are definitely ways to mitigate but they aren't silver bullets and its much better to just have something lined up It oddly seemed to work in my favor at my current job. But I also did take college courses at the same time, so yeah, I ticked the self-improvement box probably.
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Mar 19, 2024 01:36
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Susat posted:I was talking with the other person doing support this morning and we did a quick comb through sailpoint and some separations tickets, found out a total of 12 people across our entire division got let go this friday under 5 months of our division's lifespan. Our division total was only 50 people at the start across Service Desk, IPNT, Access and License Management. That is a lot no matter where you're at, that's rough. Hope it's been mostly cool otherwise, or at least you're getting good experience and are somewhat treated like an adult, at the minimum.
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Mar 19, 2024 03:55
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After five months of doing seemingly very little work I got told to apply for the specialist position contingent on me finishing my last two classes for my degree. It’ll be a promotion and a pay bump if this goes through. Also they’ll repost my current position but they want to fill it with someone based out of the SLC metro
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Mar 19, 2024 04:16
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tehinternet posted:I mean FreshService seems like the happy middle ground to me. You can automate most things, you’ve just got to have people who can educate the business and set your service requests up in a way that makes sense Seconding this, FreshService rules for my small team and midsize company. 1k or so employees, IT team of 8 and split off a small part for another team who just needed a place to centralize job change orders from the field. Low development costs, pretty extensible, good automation. Processed 17.5k tickets in about two years.
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Mar 19, 2024 04:48
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Freshservice is great but it is not in the same category of product as BMC and ServiceNow
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Mar 19, 2024 04:54
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The Fool posted:Freshservice is great but it is not in the same category of product as BMC and ServiceNow It's not, but that's the point. If you don't have the resources to properly develop service now, you're probably more in the FS category than the SNOW category, or you need to realign your priorities.
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Mar 19, 2024 05:35
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Correct! It's the difference between acquiring an application and a platform. FreshService is an application. ServiceNow is a platform that has a ticketing system installed by default.
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Mar 19, 2024 05:53
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mllaneza posted:Correct! It's the difference between acquiring an application and a platform. FreshService is an application. ServiceNow is a platform that has a ticketing system installed by default. Things we use SNOW for   And that's just the stuff as a lead tech I have access too, managers/directors/above have even more crap.
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Mar 19, 2024 13:27
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Something that *~AI~* feels like it should be good for would be learning as tickets are assigned to categories and then making suggestions for future tickets as to what category and application they apply to, but everyone seems like they just want to make chat bots or auto-generate responses to questions which feels like a waste of time.
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Mar 19, 2024 13:32
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Thanks Ants posted:Something that *~AI~* feels like it should be good for would be learning as tickets are assigned to categories and then making suggestions for future tickets as to what category and application they apply to, but everyone seems like they just want to make chat bots or auto-generate responses to questions which feels like a waste of time. The purpose of service chatbots is to create as many diversions as possible. A manager receives no credit for unmeasured metrics like "tickets correctly auto-categorized"
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Mar 19, 2024 13:49
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We are absolutely doing ML on ticket data.
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Mar 19, 2024 13:56
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Potato Salad posted:The purpose of service chatbots is to create as many diversions as possible. A manager receives no credit for unmeasured metrics like "tickets correctly auto-categorized"
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Mar 19, 2024 14:22
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If everybody in a sector is using chatbots and it's impossible to get hold of a person, then nobody suffers a competitive disadvantage from sacking 90% of their service teams  Within five years we will see "we don't use bots" being advertised as a selling point in the same way "we brought our call centres back on-shore" was.
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Mar 19, 2024 14:23
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I was dealing with that yesterday. Took me over an hour to get Logitech support to send me a cheap and lovely key cap for a $160 keyboard. It broke with normal use, literally never seen that before. Chat, email, phone, their helpful AI was going to walk me through diagnosing the problem.
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Mar 19, 2024 14:51
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We're using AI for auto-remediation of tickets in our SOC and my understanding is it's very very good with a low amount of incorrectly closed tickets.
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Mar 19, 2024 14:57
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I wonder if sending a letter on dead tree is the more reliable method to get support nowdays…
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Mar 19, 2024 14:59
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Antigravitas posted:I wonder if sending a letter on dead tree is the more reliable method to get support nowdays… Nobody's going to pay attention to it for a few weeks minimum
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Mar 19, 2024 15:04
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Antigravitas posted:I wonder if sending a letter on dead tree is the more reliable method to get support nowdays… no, the best method is to go viral on twitter. If you can get ars technica to cover it you won.
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Mar 19, 2024 15:04
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Sepist posted:We're using AI for auto-remediation of tickets in our SOC and my understanding is it's very very good with a low amount of incorrectly closed tickets. At a high-level, what kind of tickets is it resolving?
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Mar 19, 2024 15:05
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Vulture Culture posted:Agreed. The main role of technology in customer service, especially under a service monopoly, is to frustrate people so deeply that they don't even try to ask for help anymore. This company isn't just indifferent to your problems, they actively hate you. Do you really want to talk to a person? *Sadly* culture's right
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Mar 19, 2024 15:05
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tokin opposition posted:Nobody's going to pay attention to it for a few weeks minimum How is that different from regular requests
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Mar 19, 2024 16:16
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Been working with a couple other guys in my group over the past few weeks running down an issue with lovely vendor software spinning the CPU out of control on some workstations. Finally got a hotfix from the vendor and on Friday the guys asked me to create a custom script/package to deploy the hotfix. Finished all that jazz yesterday morning and the guys tested it and it works great. Got some internal "atta boy" points out of it too. (We have an internal reward system where employees can send each other points which you can bank and are redeemable for various things.)
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Mar 19, 2024 16:42
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