Service-Now Training Manual - PDF - Wiki - Databases
Service-Now Training Manual - PDF - Wiki - Databases
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System Administra
Training G
service-now.com
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TABLE OF CONTENTS
TRAINING MANUAL............................................................................................................................
CLASS INSTANCE INFORMATION ..................................................................................................
MODULE 1—INTRO TO SERVICE-NOW.COM ...................................................................................
LOG ONTO SERVICE-NOW.COM ...................................................................................................
THE SERVICE-NOW.COM N AVIGATION ..........................................................................................
SERVICE-NOW APPLICATIONS AND MODULES ..............................................................................
FORMS, LISTS, AND T ABLES........................................................................................................
EXERCISE: QUICK SEARCH TIPS ..............................................................................................
EXERCISE: CREATING AN INCIDENT ..........................................................................................
MODULE 2 – CONFIGURING USERS AND GROUPS........................................................................
USERS ......................................................................................................................................
GROUPS ...................................................................................................................................
ROLES ......................................................................................................................................
EXERCISE: CREATE A GROUP ..................................................................................................
EXERCISE: CREATE OUR USER ................................................................................................
MODULE 3: BASIC FORM AND LIST MODIFICATIONS....................................................................
PERSONALIZING FORMS .............................................................................................................
PERSONALIZING LISTS................................................................................................................
INTRO TO FIELDS .......................................................................................................................
DICTIONARY UI..........................................................................................................................
EXERCISE: MODIFYING OUR FORM ...........................................................................................
EXERCISE: DEPENDANT FIELD .................................................................................................
EXERCISE: ADD A VALUE TO CHOICE LIST.................................................................................
EXERCISE: CREATE A NEW FIELD ............................................................................................
MODULE 4 – UI POLICY, UI ACTION,AND SCRIPTING ....................................................................
UI POLICY .................................................................................................................................
EXERCISE: UI POLICY .............................................................................................................
CLIENT SCRIPTS ........................................................................................................................
BUSINESS RULES .......................................................................................................................
UI ACTION .................................................................................................................................
EXERCISE: UI ACTIONS ...........................................................................................................
MODULE 5 – TABLES & COLUMNS...................................................................................................
T ABLES .....................................................................................................................................
EXERCISE: SCHEMA M AP ........................................................................................................
EXERCISE: CREATING A T ABLE ................................................................................................
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MODULE 6 – APPLICATIONS & MODULES......................................................................................
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EXERCISE: RENAME MODULE...................................................................................................
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EXERCISE: ASSIGNED TO ME MODULE ......................................................................................
EXERCISE: TURNING ON/OFF AN APPLICATION.........................................................................
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Service-Now.com Tools:
Service-now.com provides its customers with an informational WIKI page with answers to most of your admin
We also provide you with a customer forum to share information.
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TRAINING MANUAL
Service-now.com is unique in that we maintain all or documents online within our wiki. This living document is
source for all information regarding Service-now.com tool. The following manual is a high level summary of the
we will cover in the class with links back to our wiki for in-depth details.
This manual allows you to follow along and take notes, but also refer back to our wiki for the latest information
topic ensuring you have the most up-to-date access to our documentation.
There are a number of instances we use and share across the class; at the beginning of class you will be give
instance you should log into:
• https://demo.service-now.com/
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In this module you will learn the basics of Service-Now.com. After you have completed this Module you will:
• Log in to Service-Now.com
• Review the Dashboard
• Navigate around the tool
• Understand Applications, Forms, Lists, and Tables
• Create a Incident
Each of Service-Now.com client’s has a secure WWW site to log onto their instance of the product. During se
define your users and permissions.
When a user logs into Service-now.com, they'll be taken immediately to their homepage. If the user has a pers
homepage, that's what they'll see. If they don't, they'll see the homepage for their role (admin, ITIL, etc.). If the
no homepage, they'll see the default blank "My home" page that they can customize.
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Supporting article: http://wiki.service-now.com/index.php?title=Introduction_to_Navigation
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Quick Filter
Applications
Applications control most of the platform's functionality, and can be navigated using the Application Navigator
side of the screen. The navigator can be customized by an administrator to provide different modules to differe
and users can use filters, perspectives, or the collapse/expand control to alter which modules are visible at an
time..
• Incident process aims to restore normal service operation as quickly as possible and minimize the ad
impact on business operations. This ensures that the best possible levels of service quality and availa
maintained.
• Problem diagnoses the underlying cause of the incidents identified by the Service Desk. It arranges fo
errors in the IT infrastructure and performs proactive problem prevention.
• Change process ensures that standardized methods and procedures are used for efficient and promp
of all changes to minimize the impact of change related incidents on service quality.
• Service Catalog application is a way for customers to order pre-defined, bundled goods and services
IT organization or other departments. It offers a consistent and intuitive online ordering experience wit
flexibility as you need.
Service-now.com ITIL-based applications are built on a single platform and include common workflow, busines
notifications, reporting, customization, and administration facilities. The Service-now.com System operates co
across all applications and roles. It is designed to be deployed in a modular fashion. This allows you to implem
applications that solve your immediate business needs and also provides the ability to easily activate applicati
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extensions as your organization's needs grow and evolve.
RelatedSupporting
titles Article: http://wiki.service-now.com/index.php?title=Fields%2C_Forms%2C_Lists_%26_Tables_po
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In the upper left hand corner there is a Quick Search field. This is a short cut to find your applications etc.
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1. Login as admin.
2. Type “Incident” in the quick search box.
You can also quickly find items like tables and fields by typing their names in the box, try: cmdb.field and cmdb
1. Navigate Incident > Create New. (Or use quick search and type in Incident)
2. Click in the Caller field to fill in the caller information.
3. Click on the Magnifying glass to the right of the Caller Box to see the users that are loaded into
4. Right click on the Incident bar and choose Save to save the incident.
5. Fill out the rest of the fields and then click Update to go back to the Incident listing screen.
Incident
Application
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Modules under Incident
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Service-now.com ITIL-based applications are built on a single platform and include common workflow, busines
notifications, reporting, customization, and administration facilities. The Service-now.com System operates co
across all applications and roles. It is designed to be deployed in a modular fashion. This allows you to implem
applications that solve your immediate business needs and also provides the ability to easily activate applicati
extensions as your organization's needs grow and evolve:
USERS
Service-Now administrators can add users to their Service-Now instance. A newly added user must be assoc
group. Full, complete profiles are the most useful. Administrators should consider which fields are
mandatory. Administrators should use a unique user ID when creating new items or updating existing items. I
updated by admin, it becomes difficult to track what was configured and by whom. Consider creating an ITIL-b
for each administrator for these types of tasks. This role is helpful when interacting with Service-Now as a use
large numbers of users at once, consider Import Sets
GROUPS
A group is a set of users who share a common purpose, offering an easy way to refer to those users collective
may do things like approve change requests, have incidents assigned to them, receive e-mail notifications, etc
business rules, assignment rules, system roles, or attributes that refer to the group will automatically apply to a
users in that group.
ROLES
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By default, a user has limited access to information in the Service-now.com suite. Users can be assigned syst
of 51 Even ones that do no
that allow more complete access, as their position requires. An admin user has all roles.
you test for whether an admin user has the "asdfjkl" role, he/she does. Supporting article:
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We are creating a group that will be used for our administrators. This group will grant all members of the grou
role. This will allow us to easily give users a role, while only having to maintain the group members.
Now we have our admin group set so that a member added to it will inherit the admin role. Again, we
administer our admins by adding members to this group. This same approach should be used for all of you us
are easier to administrate then individual users.
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In this exercise you will create an additional user. In most cases your users will be imported via LDAP integr
that are out of box are Admin, ITIL, Employee, and various other Service-now.com employees to use for demo
1. Navigate to User Administration > Users or if you are still in the group form scroll down to Users and
2. Fill out the user form. At a minimum the following items
a. User ID: (your first and last name)
b. First Name: (your first name)
c. Last Name: (your last name)
d. Password: (we need this for this class, but in your instance this would be granted from
password 12345)
3. Now we need to add the user to our group. (If you clicked on NEW for the group all you have to do is
do it for you)
a. On the left navigation click on Groups (User Administration > Groups)
b. Find our Training Admin group > click on it
c. Scroll down to users and click the EDIT button
d. In the search, type in your user name and save.
4. Our user is now part of the group and should have the admin role. Let’s check just to be sure.
a. Navigate System Security > Role Allocation. Click on this report
b. Now we see a report of all our roles and what users have them. Click on the plus next to
check to see if our user is there.
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Tip: Role Allocation can be a great tool for troubleshooting, and also seeing who has what roles. I can
and then click on the user, which takes me to their record. Once at the user record I can see what groups t
and or what roles they have and how that role was granted to them.
Now we have our user and group created. From here we will use our user we just created. It is important to
users, this especially true when you are working with other admins. When we create new items or update thi
it to reflect our own user id. This helps when you want to know whom did what and what did they touch.
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The forms throughout the system are capable of being tailored to the needs of the user. Unnecessary fields ca
and necessary fields can be added or modified.
PERSONALIZING FORMS
To modify our form we are going to navigate to our newly created Training application and open a new form.
PERSONALIZING LISTS
Service-now.com lets users with the "personalize_list" role (including admins) personalize the columns in any
only the information you want. You can:
The individual pieces of data in a record are called fields These fields can be modified using the Record List e
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The individual pieces of data in a record are called fields. These fields can be modified using the Record List e
using a form. On the form, the fields appear asoffields
51 in the form, and in the Record List
view they appear as c
data on the table. For more on filling in fields, visit Navigating Record Lists.
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DICTIONARY UI
The UI for the system dictionary form has been improved as part of an effort to make the system easier to use
Many fields which used to be freeform text have been replaced with drop-down (select) widgets instea
•
at a "string" type field, we won't show you fields like "reference" or "reference qualifier"
The various "roles" fields (read/write/delete/create) have been changed from freeform text to the newe
•
widget.
Fields now have more reasonable labels instead of using "raw" field names as labels.
•
Hints have been supplied for many common fields if you hover over the labels.
•
To modify our form we are going to navigate to our newly created Training application and open a new form.
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You will now see Subcategory on your form, below the category field. Check out subcategory, and look at the
of 51 at the sub category fields again…
display. Now, change the category field, and look
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In some cases you would want to make field’s dependant on other fields for reporting, accessing a knowledge
or to find related incidents. To do this you would:
%# You should see a field called Dependent. If you don’t follow the steps starting at a.
We are going to add the value of anti-virus to subcategory. We also want to be sure that it is available when
the category of software.
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Now that we have Category and Subcategory, lets create a new field.
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Once you have your forms created you are asked to have things happen automatically. To do this we have a n
options, including UI Policy’s, Client Scripts, Business Rules and UI Actions. A question that is asked shortly a
of these methods should I use to accomplish x. In this modules we will discuss these options to help you bett
the solution that will meet your needs. In this module you will learn:
• What is a UI Policy
• How to create UI Policy
• Introduction to Client Script
• Basic Client Script Example
• Introduction to Business Rules
• Basic Business Rule Example
• Introduction to UI Actions
• Basic UI Action Example
UI POLICY
UI Policy offers an easy and powerful alternative to Client Scripts to dynamically change information on a form based on
of the form. This helps organizations easily define custom process flows for tasks to meet their needs.
For example, you could create a UI Policy to implement the following: If the Incident state changes to Resolved, do the f
Make a Close Notes field mandatory
•
•
EXERCISE: UI POLICY
Now that we have our form the way we want lets set up some control. In this example we want to require
fie
out when the state is set to resolved. To do this we will use UI Policy This document is...
1.
Related titles Right click the form header, choose Personalize > UI Policies
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1. Click New
2. Choose the field we want to set mandatory, Category
3. Mandatory: True
4. Then click Submit
We have now set Category mandatory when the Incident State is set to resolve. For our form, we want to m
have a good amount of detail filled out. Please set the following to mandatory as well; Caller, Location, C
Description.
Once complete go to your form, and try and set it to resolved and save. We should get a warning telling us we
out the fields before we can save the form.
CLIENT SCRIPTS
You can define JavaScript to run in the client browser. Three types of scripts are supported:
onLoad() -- Runs when a form is loaded
•
Note: Best practice for performance reasons is to limit the amount of code sent to the client. Yo
always be aware of the impact on the client when adding client scripts.
Script:
function onChange(control, oldValue, newValue, isLoading) {
if (isLoading) {
return;
}
var gr = g_form.getReference('caller_id');
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g_form.setValue('location', gr.location);
}
RelatedSupporting
titles
article http://wiki.service-now.com/index.php?title=Client_Scripts
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BUSINESS RULES
A business rule is a piece of JavaScript code that is executed after a specific action. For example, you can hav
business rule that gets executed after an incident or change is updated, or a business rule that modifies a field
before an update.
UI ACTION
UI Actions are an easy way to put buttons, links, and context menu items on forms and lists, making the UI more interac
customizable, and specific to user activities. These buttons, links, and context menu items can be scripted, making them
powerful.
UI Actions include:
Form buttons
•
List buttons
•
A single UI Action can provide any or all of these. UI Actions are found by navigating to System Definition > UI Action
EXERCISE: UI ACTIONS
UI Actions is a way to put buttons, links, and context menu items on forms and lists. These items can be scrip
them more powerful.
In this EXERCISE we want to add a save button to the header bar in our incident form.
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4. Click Update
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In this module we will explore the Tables and Columns that are in the tool. Database tables are the foundation
now.com. You can extend tables from tables that are already created or to enhance the data being collected b
tables.
TABLES
A table is a collection of records in the database. The table is divided into columns, which correspond
in the records which contain it. Many of the applications on the platform use tables and records to con
data and processes, such as the ITIL processes and CMDB. Tables can be extended by other tables, c
parent tables and child tables. For more on extending tables, visit Tables and Classes.
Only administrators have access to the Schema Map and the Tables and Columns module.
You will now see all the tables linked to the Training Application. All of the tables hold the data that you can vie
magnifying glass for example:
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If you click back on our Training Application and click Create New. You can see the table relation: Category fie
to the category table.
We are now going to create an additional table and application off of the current Incident table to use for the tr
could do this to add support to a different area of the business. Let’s say that the Training department wants th
incident screen.
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Your page will automatically be refreshed and you will now see Training in the Applications.
Now you will want to personalize that Application for the Training department.
7. Click on your training application. You will now see the training table
8. Right click on the table bar and choose Personalize > List Layout
9. The training department wants to see the Follow up filed: add that to the right hand side.
Your table will refresh and you will now see the Follow up field
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Application Modules appear as links under each application's navigation bar heading. They have the purpose of presentin
functionalities that make up an application. In this section we fill cover the following:
When we created the Training application and table (create a new table) we also created a module titled “T
looks like a new incident window. In this step we will rename that one and create a few more modules to he
our application.
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If you look at the incident application you will see an assigned to me module. We want to duplicate that for our
Your applications should refresh and now you should see the Assigned to Me under Training Application.
Service-now.com comes with many applications Out-of-the-Box, including Incident, Problem, and Change.
like to turn one of these applications on or off for viewing (per user) you can do so by following the below instr
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1. Expand the System Definition Application.
2. Click on Applications.
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3. Find the application name you’d like to make active or not active and click on it. For this exercis
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The system will refresh and you should no longer see Change in your Application area. To make an appli
you would check the active check box.
In some instances you would want your users to only view certain applications when they log into the system.
restrict the roles that can see an application you would:
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Automatic, events-based email notifications can be generated by a pre-set system policy. By default, users wh
enabled email notification will be notified when an incident is:
Notification emails can be responded to, which will be processed according to inbound email actions.
In this EXERCISE we want to create an email notification to the caller when an incident is set to resolved.
j. Subject: Your incident '${number}' has been resolved but we need your feedback.
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k. Message: You can use the Select Variables box to add variables such as ‘${number}’ or
‘${short_description}’ that will ofinput
51 the value from the incident ticket into
the email message.
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l. Click Update
If you’d like to use the out-of-box notifications you will click on the notification you’d like to use:
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An Update Set is a collection of customizations made by a customer to their system. The update itself is store
Customer Updates (sys_update_xml table). The Update Set (sys_update_set table) groups these customizatio
can be transferred as a unit between systems. For example, you might be working on enhancing your Incident
Management system to bring on another set of users. You can create an update set called "Incident Managem
and indicate that it is your current update set. Once this is done, any customizations you make will be recorde
Customer Updates table and will be associated with your current Update Set.Create an Update Set
This example is to show the update set functionality. If you are not live yet you do not need to utilize the
feature, as we will clone the development instance to your production for initial implementation. Update se
post go live for development work.
breaking it up in manageable updates. i.e. one set for forms and another for the business rules and client scrip
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g p g p p
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EXERCISE: COMPLETE OUR UPDATE SET
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Now that we have completed all of our tasks let’s finish our update set and move to our new instance.
We need to login to the instance we will be applying the update sets to.
Now we need to grab the completed update set. If you are not still in the newly create update set. Do the follow
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Import Sets is a powerful tool used to import data from various data sources, and then map that data into Se
tables. The Import Sets table acts as a staging area for records imported from a data source.
A Transform Map determines the relationships between fields displaying in an Import Set table to fields in an
Service-now table such as the Incidents or Users table.
In this exercise we will learn how to manually add users to your Service-Now instance from an excel spreadsh
import sets.
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3. Click Go
Now that our data is loaded, we want to create a transform map to relate the fields in our uploaded table to fie
user table in Service-Now.
2. On the Table Transform Map page fill in the fields as follows to begin transforming
your newly import
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the users table in Service-Now.
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5. Click Save
6. Click Run Transform under Related Links
7. Click Go to run the transform map
8. View your transformed data by clicking Transform data under next steps. You should also be able to
User Administration > Users to see your newly imported data.
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MODULE 10 – SLA
The SLA Plugin is a greatly enhanced version of the out-of-box SLA engine. Tasks can now run multiple SLAs
simultaneously, the escalation concept has been replaced with the more robust Workflow Engine, and reportin
significantly improved. To start using this SLA engine, load the SLA plugin.
• Create a SLA
• Link an SLA to a workflow
In this exercise we are going to create an 8-hour priority 1 response SLA for Incidents
1. Navigate SLA
2. Click New > Fill out the SLA form with the following information
a. Name: Priority 1 response – doesn’t mean anything to the back end of Service-Now
b. Type: SLA – doesn’t mean anything to the back end of Service-Now
c. Duration: 8 Hours
d. Table: Incident [Incident]
e. Workflow: Default SLA
f. Retroactive Start: Check box > select created to retroactively start the SLA at the incidents c
3. Now we want to set conditions to run the SLA
a. We want the SLA to start when Incident is created and priority is set to 1:
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b. We want the SLA to stop when the Incident state is set to resolved:
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Graphical workflow allows you the ability to visually map out workflow within Service-now.
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End users will see all the goods and services they can order (a new laptop, an office desk, business cards...)
into categories (IT, Facilities, Office and Printing...) and subcategories (Computer Hardware, Furniture and De
Document Services...).
Once an order is placed, the customer can track its progress against the execution plan. Approvers will autho
order if necessary, and Fulfillment Groups perform any tasks related to item/service delivery, based on the tic
orders) generated by the order.
In this module we will learn the basics to creating and automating a Service Catalog.
We are going to create a new catalog item and make it available to our end-users. In this exercise, lets mak
iPhone available to all of our employees.
f Description: Add anything you’d like your users to see before beginning the iPhone request p
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f. Description: Add anything you d like your users to see before beginning the iPhone request p
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4. Add a picture by clicking Add under the Description field text box > Browse for a picture and click Ok
5. Right click header > click Save
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6. Click the Preview Item link to see what your new catalog tem looks like
Now that we’ve created our new iPhone catalog item, we want to give our users the choice between the 8gb a
models. In this exercise we will create a 8gb and 16gb multiple-choice option:
1. Navigate Service Catalog > Maintain Items and click on the iPhone item you just created
2. Scroll down to Variables > click New
3. Fill out the Variable form with the following information:
a. Type: Multiple Choice
b. Name: iphone_type
c. Order : 100
d. Cat item: already filled out
e. Questions: Which model would you like?
f. Right click the header and save
4. Scroll down to Question Choices > Click New
5. Fill out the Question Choice fields with the following information:
a. Price: 0
b. Order: 100
c. Question: Leave as is
d. Text: 8 GB
e. Value: 8
f. Click submit to save and bring you back to the variable
6. Add the 16 GB option; Scroll down to Question Choices > Click New
7. Fill out the Question Choice fields with the following information
a. Price: 100
b. Order: 200
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c. Question: Leave as is
d. Text: 16 GB
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e. Value: 16
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f. Right click header > click Save
8. Now we need to add a default value soof 51 specifying a model it w
that when an iPhone is ordered without
8 GB.
a. In the default value text box, set the value to 8
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9. Now we want to add a help box to the multiple-choice question “What model would you like?” that tells
that the 8GB model only comes in black and the 16GB model only comes in white.
a. Click “What model would you like?” variable for the iPhone Item.
b. Fill out the following information:
i. Show Help: Check box
ii. Help Tag: More information
iii. Help Text: 8GB model only comes in black, 16GB model only comes in white
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Now that we have a catalog item created, we want to associate it with a workflow. In this example we will link
to a Service Catalog item Request workflow that has already been created.
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Now that we’ve learned how to create a single, distinct, orderable item (iPhone), we’re going to move on to cre
bundle. A bundle is a collection of items that can be ordered as a single unit. For this example, lets create a
the ordering of a new iPhone, which consists of the iPhone we’ve just created, a car charger, and a skin.
1. Because the only item we have created is the iPhone, go back to the previous exercises and create ite
iPhone Car Charger and the iPhone Skin
2. Navigate Service Catalog > Maintain Bundles
3. Click New
4. Fill out the item bundle view form with the following information:
a. Name: iPhone Bundle
b. Category: Search Icon > Request computers and handhelds
c. Short Description: iPhone, Car Charger, and Skin
d. Right click header > save
5. Scroll down to the Includes table > click edit
6. Double click the items in the collections box that you want to include in your bundle; iPhone, iPhone S
Car Charger > Click Save
Now that we know how to create items for single entities and bundles for a collection of items that can be ord
single unit, this exercise will show you how to create a more complex ordering process using Order Guides.
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7. Click Rule base tab > add conditions based on what action you want each variable to perform.
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Example
In this example, if the user checked the “Business Cards” checkbox, then the business cards appear in their o
then they don’t.
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MODULE 12 – SECURITY
As a on-demand solution provider, we recognize that data security and system integrity are foremost in ou
customer's minds. Service-now.com offers years of ITSM experience, and we deliver secure service in six
Physical, communications, data, application, data/code isolation, and audit and compliance Since our Fal
release, Service-now.com contextual security enables you to secure even a specific table, field, report, or
connection. We know successful partnerships are built on our ability to provide secure platforms and app
your ITSM organization, which is why we provide the widest range of security features available. Imperson
Each user in the system can have specific views the admin may set up for them. You can use the impersonate
see what other users see. While you can see their “view” it doesn’t mean each user has their own view. True v
management such as form views and list can be set according to role, and can be changed by the user if they
rights to see or select that view.
1. Login as admin.
2. Next to the System Administrator title on upper left hand side of the screen click on the on th
hand corner near the Welcome area.
3. You will then see a pop up listing of your users.
4. Click on the user you would like to impersonate.
5. Your system is automatically refreshed to that users view.
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1. Right click on the field you want to change, in this case the Caller field.
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6. When you log the incident for user Beth Anglin, you can click on the button to the right of the field
information.
CUSTOMER/CALLER INFORMATION
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When you first set up your system you and your team will decide what informationyou attachto the system an
presented on your incident screen.
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If you want to have two different fields for first and last name you can do so. This information is usually pulled
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systems like, AD or LDAP.
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Debug is a valuable tool in helping you to determine “what’s wrong.” In this exercise we will debug security on
incident form. Note: enabling the debug tool only affects your user account. No other user will see the debug
logging in.
2. After enabling debug security you can navigate back to an open incident and click on the bugs next to
to see the security associated with that field.
3. In this exercise we can see that the Escalation field is read only and that the Assignment group field is
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and write.
4.
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Service-now.com provides a basic set of core metric reporting that demonstrates the broad reporting capabilit
reporting can be customized to deliver your essential metrics. Reporting is very simple in Service-now.com. In
you will learn
We are going to access the reports that are currently available in your instance.
1. Navigate Reports
2. Click on View/Run
3. Choose the Report you want to run
4. Click Run Report in the upper left hand corner of the page
To create a new report, we are going to navigate to the Reports application and choose View/Run.
1. Click New
2. Fill out the parameters of the report you want to generate. In this case, we want to create a pie chart
open incidents by priority.
a. Name: Open Incidents by Priority
b. Visible to: Everyone
c. Type: Pie Chart
d. Table: Incident [incident]
e. Grouped by: Priority
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f. Chart size: Large
g. Other Threshold: System Default
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3. Set the Filter and Order by clicking the add symbol and changing the drop down lists to A
‘ ctive’, ‘is’, ‘t
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You can also get bar and pie charts simply by right clicking on the area you want to report from.
Click on one of the areas of the pie chart. You will now see those Incidents listed.
Now that we’ve created our first report we want to schedule it to be emailed to relevant employees on a daily b
your Reports applications still open, find Scheduled Reports in the sidebar and click on it.
When a user logs into Service-Now they are automatically directed to their home page that is assigned to them
Homepages can be customized per user. For this exercise we will add content to the ITIL Homepage
1. Click on the on the upper right hand corner of the screen to go to your
home area
2. Choose the dropdown arrow that says “Switch to Page…” to view all of your
available homepages and choose the ITIL Homepage
3. On the upper left hand corner of the ITIL homepage you will click on the Add Content to get the add c
screen
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A gauge is visible on a Service-now.com homepage and can contain up-to-the-minute information about curre
records that exists on Service-now tables. You can drag and drop gauges from the homepage from the page i
diagram below.
Use these tools to Edit (Create New), Refresh App, and Close the App.
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In this module you will learn about some additional features of Service-Now.com and valuable resources for co
your education.
INTEGRATION PLUG-INS
Plugins are additional functionality that can be activated within a Service-now.com instance. Many plug-ins are
so that administrators can see and install them. Unpublished plugins must be installed by Service-now.com Cu
Support or Professional Services. WARNING: Plug-ins cannot be backed out of when activated! To activate a
plug-in:
ADDITIONAL EDUCATION
Service-Now.com Wiki (http://wiki.service-now.com/index.php?title=Main_Page)
The Wiki is a great place to find pretty much anything there is to know about Service-Now.com from basic adm
training questions to advanced scripting.
Join the Service-Now.com community! The community is a forum of information where you can ask questions
feedback, or just show off a cool script you created. Skill levels range from beginner to advanced so ask away
W3 Schools (http://www.w3schools.com/)
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W3 Schools is a great JavaScript resource whether you’re learning for the first time
or brushing
up on your adv
scripting
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