M04 - Part 2 Assignment - Complete Now Learning Portal Modules - SNAF Modules 2 & 3

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ITT Tech *

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Course

205

Subject

Computer Science

Date

Feb 20, 2024

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8

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Matthew Houser ITSP 175 M04 Service Now
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Questions What applications were demonstrated, and how do you see them as useful in the Modernized Work Experience? Case and Knowledge Management was demonstrated in module 2. This application would be useful because it would help save time while you work on HR-related issues. What could you take from this week's labs and apply to work in a help desk environment? I think the biggest thing I could take from this would be that you can customize the workspace and the forms however you need them to be to streamline the work. I also would look into applications that are available to see how they could make the work easier. What is the Classic Environment, and how does it utilize lists and filters? The Classic Environment is the default setup. You can sort lists and use filters to get down to what you want to work with. If you worked in a helpdesk, what three specific forms would you see as useful? Please include the potential name for the forms, what fields they would contain, and why you would want to use them. I would want an incident form that recorded what the issue was on every call. I would want it to contain the person calling, when they called, what hardware/software they had the issue with. I would want to use this form as a good way to track work done and to reference back to if similar situations occur. The second form I would want would be the Caller form. This form I would want linked to the other form to track issues that the same caller has had previously. On this form I would want Name, phone number, hardware, and software that they use and the business they are working for. This would be useful for times that you get the same caller on a very regular basis, and they seem to have the same problem all the time. It would be a faster quick reference to what may fix their problem. A third form that I would want to have is an organization form. Something that would be used to sort out people of certain business units that way I can see what issues that business was having so I could see how 1 problem may cause another problem. On this form I would want the business name and anyone who works for the business that may be calling in. I would also want info on what hardware/software they use so I know what I would be working with.

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