ServiceNow Overview LAB

Lab Goal
1.1
10 – 15 minutes
This lab will show you how to do the following:
• Log on to your training instance
• Use the Application Navigator and its filter to access different areas of ServiceNow
• Add Knowledge and Service Catalog modules to Favorites

This course builds on a scenario where you work for a division of a fictitious electronics
company called Cloud Dimensions.

Upon the reveal of their Infinity product; a portable holographic projector, you support a team
of department Subject Matter Experts (SMEs) with the implementation of ServiceNow.

ServiceNow will initially be used by Cloud Dimensions for tracking Infinity inventory, order
fulfillment, and customer support.

You will be required to impersonate various user personas – representing Cloud Dimension
employees – throughout this course’s labs.

To start, you will assume the system administrator identity to accomplish a series of tasks.

NOTE: Screen shots are often cropped so what you see in the participant guide may not
match exactly what you see in your instance.

A. Log on to Your Training Instance

1. Navigate to your assigned ServiceNow Lab Instance in the web browser of your
choice.

NOTE: Your instructor provides you with your own instance URL.

2. Log on using the System Administrator (admin) credentials provided by your

instructor.

ServiceNow internal use only. Please do not copy or distribute.

B. Use the Filter Navigator
1. Take some time to scroll through the Application Navigator and notice the available
application menus and modules.

2. Set the Application Navigator view to display all applications in an expanded view
(double-click the All applications navigator icon to expand/collapse all), then locate
the Incident application to view the 9 incident modules.

3. Incident > Open.

NOTE: The Application Menu > Module Name formatting indicates the navigation path
to use in the expanded Application Navigator. This shorthand will be used in the lab
instructions going forward. For this step, select the Incident Open module:

Notice how the user interface changed in the Content Frame from the System
Administrator homepage to a list of open incident records.

4. Incident > Create New.

Notice how the user interface has changed in the Content Frame from a list of
incident records to an individual incident record/form.

5. From the Application Navigator, use the Filter navigator to filter the list of
application menus and modules by typing self-service into the Filter navigator:

ServiceNow internal use only. Please do not copy or distribute.

 NOTE: A single application menu, Self-Service, appears with many modules. Scroll down
to see all of the modules under the Self-Service application.

6. Self-Service > Service Catalog.

Notice yet another user interface type displayed in the Content Frame.

7. From the Application Navigator, type the keyword service into the Filter navigator.

NOTE: Scroll to see all of the applications and modules that contain the text “service”
display.

C. Set Module Favorites

1. Open the User menu on the Banner Frame, then select Impersonate User:

2. Impersonate the Cloud Dimensions employee Joe Employee by typing their name
into the Search for user field.

NOTE: After selecting their name from the drop-down list, ServiceNow should reload
and you are now impersonating Joe Employee:

3. Take some time to scroll through the Application Navigator and notice the available
application menus and modules (comparatively to the system administrator’s list).

4. Filter the Application Navigator using the keyword self.

5. Self-Service > Knowledge.

ServiceNow internal use only. Please do not copy or distribute.

6. Open the ServiceNow Fundamentals Class Knowledge Base:

7. Download the necessary lab files for class by selecting the Class Lab Files article.

NOTE: Selecting the Class Lab Files article will download a zip file to your local machine
titled ServiceNow Fundamentals Class Lab Files. At your convenience, upzip the file.

8. Next, hover over the Knowledge module, then add the Knowledge module as a
favorite by selecting the Add to Favorites icon (star) to the right of Knowledge:

NOTE: Upon selection, the module star will appear filled in.

9. Repeat this step for the Service Catalog module.

ServiceNow internal use only. Please do not copy or distribute.

 NOTE: In addition to application menus and modules, the Filter navigator will also
display favorites based on keywords:

10. Clear the Filter navigator keyword by selecting the X to the right of the Filter
navigator.

11. Next, navigate to the Favorites tab of the Application Navigator to see the module
favorites you have created:

12. On the bottom-right of the Application Navigator, select the Edit Favorites icon
(pencil):

NOTE: The Set up your favorites screen displays in the Content Frame. A favorite can be
customized to have any name, color, and icon.

13. Select the Self-Service - Knowledge favorite in the Application Navigator.

ServiceNow internal use only. Please do not copy or distribute.

14. Select any color and icon for the Self-Service - Knowledge favorite.

15. Repeat steps 13 and 14 for the Self-Service > Service Catalog favorite.

16. Click the Done button:

17. Minimize (collapse) the Application Navigator by selecting the Minimize Navigator
icon (circled arrow) at the bottom of the Navigator:

18. From the minimized Application Navigator, notice that the two favorites appear in
the color and icon you have selected:

NOTE: Your color and icon choices may vary from what is shown here for demonstration
purposes.

19. Navigate to the homepage by selecting the Home favorite displayed on the
minimized Navigator:

ServiceNow internal use only. Please do not copy or distribute.

 20. Select Maximize Navigator at the bottom of the minimized Navigator:

LAB VERIFICATION
The Lab Verification displays screen shots of what you should
have created during this lab. Sometimes the Lab Verifications
have already been shown in earlier steps – as is the case
below.

Self-Service Favorites

Congratulations on completing our first lab, ServiceNow Overview!

ServiceNow internal use only. Please do not copy or distribute.