ServiceNow

ServiceNow
Fundamentals
participant guid
 COPYRIGHT 2021 SERVICENOW, INC. ALL RIGHTS RESERVED.

ServiceNow provides this document and the information therein as is and ServiceNow

assumes no responsibility for any inaccuracies. ServiceNow hereby disclaims all

warranties, whether written or oral, express or implied by law or otherwise, including

without limitation, any warranties of merchantability, accuracy, title, non-infringement

or fitness for any particular purpose.

In no event will ServiceNow be liable for lost profits (whether direct or indirect), for

incidental, consequential, punitive, special or exemplary damages (including damage to

business, reputation or goodwill), or indirect damages of any type however caused even

if ServiceNow has been advised of such damages in advance or if such damages were

foreseeable.

TRADEMARKS

ServiceNow and the ServiceNow logo are registered trademarks of ServiceNow, Inc. in

the United States and certain other jurisdictions. ServiceNow also uses numerous other

trademarks to identify its goods and services worldwide. All other marks used herein

are the trademarks of their respective owners and no ownership in such marks is

claimed by ServiceNow
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 ServiceNow Fundamentals

Table of Contents

Module 1: User Interface and Navigation ................................... 7

Lab 1.1: Applications and Modules ..................................................31

Lab 1.2: Lists and Filters.............................................................. 51

Lab 1.3: Form Configuration ....................................................... 78

Lab 1.4: Branding the Instance .................................................... 95

Module 2: Collaboration ............................................................. 101

Lab 2.1: Task Management......................................................... 115
Lab 2.2: Notifications .................................................................. 130

Lab 2.3: Reporting ........................................................................... 149

Module 3: Database Administration ........................................ 157

Lab 3.1: Create an Extended Table ............................................... 168

Lab 3.2: Application and Access Controls ..................................... 187

Lab 3.3: Import Data from Excel .................................................. 204

Lab 3.4: Configuration Management Database (CMDB) ................ 227

Module 4: Self-Service and Automation ..................................... 236

Lab 4.1: Knowledge Management ............................................... .244

Lab 4.2: Create a Catalog Item ..................................................... .264

Lab 4.3: Create a Flow Designer Flow...................................................... 289

Module 5: Introduction to Development .................................. 303

Lab 5.1: Script a UI Policy and a Business Rule ............................ 313

Lab 5.2: System Update Sets .....................................................................324

Lab 5.3: Update Source Update Sets.................................................... 338

Module 6: Capstone Project.................................................... 346

Lab 6.1: Capstone Project Challenge Format ................................ 351

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 ServiceNow Fundamentals
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ServiceNow Fundamentals

The Quick Look into the

ServiceNow Story

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 When I started ServiceNow in 2004, my

vision was to build a cloud-based platform

that would enable regular people to route

work effectively through the enterprise.

Fred Luddy, Founder

Who better to explain what ServiceNow is than its founder, Fred Luddy and CEO, Bill McDermott.

What is ServiceNow? Its a platform; a piece of technology that lets people automate

workflow in a business. It was infuriating to me that IT people could make regular business

people feel so silly or ignorant. So for the first 9 months, we built a platform, showed it to a

number of people and it was received with a resounding, yawn. Now, its almost 15 years on,

and theyre using the platform exactly as we had envisioned.

An entrepreneur is somebody who cares so deeply about solving a problem. I will guarantee

you that pretty much everybody that has been one of the tech-types over the past decade and

a half was more interested in solving the problem than they were in making money. Thats

entrepreneurial; doing something which is disruptive and is going to surprise the world in a

very wonderful way.

Everything Ive ever done in technology has been inspired by something Ive seen somebody

doing, struggling to do, wishing they could do differently.

There is no better experience than giving someone a piece of technology

that lets them do something theynever thought they could do. - Fred Luddy

The secular tailwinds of digital transformation, cloud computing, and business model innovation

have all intersected at the perfect moment in time. ServiceNow is the platform for digital

business, enabling seamless workflows that create the great experiences people deserve.

Bill McDermott, ServiceNow President and CEO

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 Module 1: User Interface & Navigation

User Interface and Navigation Module Objectives

Demonstrate how to navigate to applications and modules in

Collaboration
ServiceNow using the Application and Filter Navigators

Create views and filters for a table list

Database Administration
Update records using inline editing

Self-Service and Automation Configure a form view using Form Layout and Form Design

Describe how to create and update records in a form view

Introduction to Development Understand how to modify the look & feel in an instance for the

logged-in user as well as for all users in the instance

Capstone Project

Labs and Activities

Lab 1.1: Applications and Modules

Lab 1.2: Lists and Filters

Lab 1.3: Form Configuration

Lab 1.4: Branding the Instance

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 Section 1.1:
ServiceNow Overview

User Story

As users of ServiceNow, we want to

become familiar with the Now Platform

interface, so we can easily locate

applications and modules and make

work, work better for us.

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 Now Platform

The Now Platform provides an Application Platform-as-a-Service

(aPaaS), a cloud-based computing model that provides the

infrastructure needed to develop, run, and manage applications.

It is not limited to a specific department or function but

encompasses the entire enterprise.

A leader in Enterprise Service Management (ESM), the ServiceNow Service Automation Platform

provides a modern, easy-to-use, service management solution in the cloud allowing your

organization to automate manual repetitive setup tasks (workflows), manage your core IT processes,

standardize service delivery, and focus on your core business, not just ITSM infrastructure.

ServiceNow provides all of this to users from a configurable web-based user interface, built on top

of a flexible database schema.

The ServiceNow platform and the applications that run on it use a single system of record and a

common data model to consolidate your organizations business processes. ServiceNows single

data model integrates easily with other enterprise systems and supports a wide variety of plug-and-play

applications. Another advantage to this single system is that it can be leveraged to build custom

applications. Choose from four workflows (IT workflows, Employee Workflows, Customer

Workflows, or Creator Workflows) or build any workflow app.

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 Now Platform Interfaces

Now Platform User Interface Now Mobile App Service Portal

o Access lists, form, updates, o Real-time updates and information o Search for articles, catalog

user presence, applications, o Access to Service Catalog, etc. items, and records

links, history, and activity o Collaborate with others o Submit requests

streams o Browse the corporate news

NOTE: Some users use the ServiceNow feed

Classic Mobile App

The Now Platform User Interface is the primary way to interact with the applications and

information in a ServiceNow instance.

The Now Mobile App (what users started using after Madrid) enables employees to submit

incidents and requests, manage tasks, and access company resources from anywhere. Through the
Now Mobile App, a user can also:

Upload images and attachments

Sign documents

Take surveys

The Service Portal provides a user-friendly self-service experience by providing access to specific

features using widgets. When accessing the portal via web browser,

https://<instancename>.service-now.com/sp> users can:

Search for articles, catalog items, records

Submit requests

Browse the corporate news feed, and more!

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 What is the ServiceNow Instance?

When you are accessing ServiceNow, you are accessing an instance of the platform. An

organization can have several instances (e.g. Dev, QA, Test, Prod) and each instance is a
single implementation of the ServiceNow platform.

What it is... Why its cool...

Independent, changeable, and highly configurable If you can dream it, you can do it!

Not shared with other ServiceNow customers Your data isnt mingled in the same database as another

(single-tenant) organizations data.

Each instance has applications You choose which products you want to purchase so you

dont have the overhead of the entire suite.

Each instance has customer data that can be Its easy to migrate data from Dev to QA to test to stage to

exchanged between instances production.

Upgrades are made on individual instances Upgrade a non-production instance to complete testing

before upgrading production.

A load-balanced instance is located (hosted) in one of the ServiceNow Data Centers around the

world, or for a very, very small percentage of our customers, an instance can be implemented onsite

at the customers location. Each ServiceNow instance has a unique URL that uses a format similar to

https://<instance name>.service-now.com

ServiceNow utilizes an advanced, multi-instance, single-tenant architecture as the default offering

for customers, meaning an instance features an individually isolated database containing data,

applications, and customizations.

The ServiceNow multi-instance architecture, organized in an instance stack, provides these distinct

advantages:

The multi-instance architecture allows ServiceNow to perform actions on individual

customer instances such as performing an upgrade, on a schedule that fits the compliance

requirements and needs of your enterprise.

Data is truly isolated in their own databases, making hardware and software maintenance on

these unique customer instances far easier to perform and issues can be resolved on a

customer-by-customer basis.

Each customer organization receives a minimum of two instances of ServiceNow: production and

sub-production. They have the ability to obtain additional sub-production instances to be used for

User Acceptance Testing (UAT), Review, Development, or Quality Assurance (QA).

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 Logging in to the Now Platform User Interface

1. Navigate to instance URL: https://snf-rome-2021-student.lab.service-now.com

Ex. https://...student.lab.service-now.com

(student instance URLs will vary)

2. Enter User name

3. Enter Password

4. (Optional) Check Remember me

5. Select Login

User authentication is the first level of security

applied for accessing data in ServiceNow.

To access the platform interface, a user navigates to a secure, unique URL:

https://<instance_name>.service-now.com from a supported web browser. For information on

supported browsers, visit the ServiceNow documentation website, https://docs.servicenow.com

and search for Browser support. The ability to use a custom URL is not supported. However, an

administrator can associate a custom URL that resolves to the instance name.

Users are authenticated by various methods, including:

Local database: The user name and password in their user record in the instance database

Multi-provider Single Sign-on: Allows the selection/use of several identity providers (IdPs) to

manage authentication as well as retain local database authentication.

Multifactor: The user must enter a passcode or token in addition to the password. A mobile

application, Google Authenticator, on a user mobile device generates the passcode.

LDAP: The user name and password are accessed via LDAP in the corporate directory, which

has a matching user account in the ServiceNow database

SAML 2.0: The user name and password configured in a SAML identity provider account,

which has a matching user account in the database

OAuth 2.0: The user name and password of OAuth identity provider, which has a matching

user account in the database

Digest Token: An encrypted digest of the user name and password in the user record

Visit ServiceNow Product Documentation to learn more about different types of authentication
that support a more enhanced and secure user experience.

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 Users and Groups

Within a ServiceNow instance, users are: A collection of users is a group.

Updating records Groups share a common purpose such as

Importing data users approving change requests or users
receiving e-mail notifications
Requesting items

Implementing flows Examples of Groups include:

Approving knowledge content Service Desk

Running reports Knowledge Base Authors

Developing applications HR Administrators

Users are represented by a record on the User [sys_user] table.

A group is represented by a record on the Group [sys_user_group] table.

Manage the individuals who can access ServiceNow by defining them as users in the platform. User

IDs are unique identifiers for the users ServiceNow login user name. A group is part of the user

hierarchy, and a user is part of a group. Groups may be imported from a corporate directory (LDAP)

or created manually in ServiceNow.

Add a user to your instance by navigating to User Administration > Users > and select New.

Add a group to your instance by navigating to User Administration > Groups > and select New. To

add a user to a group, select Edit in the Group Members related list and select a the name of your
choice in the list collector. Once you select Add, select Save.

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 Roles

catalog_admin
A role is a collection of permissions used to:
Role

permissions

Grant access to applications and other

contains

parts of the platform, and

user_criteria_admin

Role
Assign security rights.
permissions

contains

catalog
It can be assigned to a group* or a single Role

user; permissions

a user can have more than one role.

catalog_admin

user_criteria_admin catalog

Roles are represented by a record on the

Role [sys_user_role] table

Once access has been granted to a role, all of the groups or users assigned to that role are granted

the same access.

Additionally, a role may contain other roles and any access that is granted to one role is

automatically granted to any role that contains it. By assigning a role to a group, all the users in the
group inherit all of the roles within that role. Later in the course, you will learn how roles are used in

conjunction with users and groups as the second level of security for accessing data in ServiceNow.

*TIP: Rather than adding roles to individual users, add the user to a group and assign the role to the

group. This method of role assignment makes maintenance easier when people transfer to different

roles in the organization. A user can be removed from one group and added to a new group;

inheriting all the permissions needed to perform their duties.

NOTE: You cannot delete roles that are assigned to the group from a user record. You must remove
the user from the group record. The admin role provides access to all features and capabilities.

For a complete list of Base system roles, navigate to ServiceNow Product Documentation: Base

system roles.

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 Roles (continued)

In this example, we see the catalog_admin role contains five roles:

Ex. the user_criteria_admin role and the catalog role.

Application/Module access is controlled by roles.

Roles may contain other roles.

user_criteria_
Application > Module catalog catalog_admin
admin
access role role
role

Service Catalog

Service Catalog > User Criteria

Knowledge > User Criteria

Contextual Search

Item Designer

Service Creator

The table illustrates the following:

A user who is assigned the catalog role only has access to the Service Catalog application

and its associated modules.

A user with the user_criteria_admin role only has access to two modules: Service Catalog >

User Criteria and Knowledge > User Criteria.

A user with the catalog_admin role has access to all of the applications and modules of both

roles plus any permissions (access) specific to the catalog_admin role.

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 Persona Types in the Platform

System Specialized
Process User Approver Requester
Administrator Administrator

The system Users with specialized Users with the process The approver can Also known as

administrator provides administrator roles may user role may fulfil ITIL perform all requester Employee Self Service

access to all platform manage specific activities associated actions and allows (ESS) users, these users

features, applications, functions or with the ITIL workflow, users to view or modify do not have roles but

functions, and data applications, including: including incident and approval records can submit and manage

change management directed to them their own requests,

Assignment Rules access public pages,

etc.
Knowledge Base

Human Resources

Reports

Web Services

ServiceNow baseline includes many base system roles; some of which are shown here.

The System Administrator (admin) role has almost all roles and access to all platform features,

functions, and data, with some exceptions such as HR and Security Operations constraints. Grant

this privilege carefully. Users holding the admin role can create and modify user roles, as well as
impersonate other users. However, not even users with the admin role can impersonate a

security_admin role and elevate privileges while impersonating to access higher security

functionality.

Specialized Administrator roles have broad access but generally manage specific functions

or applications.

Process Users have clearly defined paths and workflows in the platform and have one or

more roles, including the itil and approver_user roles. They can access all functionality

based on assigned roles.

Approvers have the approver_user role, but no other roles.

Requesters use the Service Catalog and Self Service applications. They can make requests
only on their own behalf, and are not assigned roles.

NOTE: The impersonator role can be assigned to a user to allow impersonation of other users,

excluding admins, for testing and visibility purposes.

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 Impersonate a User
1
Users with the admin or impersonator

role can impersonate other users for

testing purposes.
2

To impersonate a user:

1. Open the user menu by clicking your

user name

2. Select Impersonate User

3. Select a user from the recent 3

impersonations list or enter the users
name to search for the user

*NOTE: For impersonations, the log

file glide.sys.log_impersonation
needs to be added and set to true.

When impersonating a user, the impersonator can:

Access exactly what that impersonated user can access (applications, modules, data)

Test what different users can do in ServiceNow

Not all users can be impersonated. If an admin attempts to impersonate a user with a specialized

administrator role for Human Resources or Security Incident Response, they will not be able to

access features granted by that role.

TIP: It is recommended to create logins for the following roles to effectively test the system:

admin to do work

itil to test as a process user

ess (employee self service) to test as an end user

*NOTE: Impersonations are logged in the System Log. The glide.sys.log_impersonation would
need to be added first and set to true. This log file enables (true) or disables (false) impersonation

logging for interactive sessions. Take a look at ServiceNow Product Documentation: Impersonate
a User.

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 End a User Impersonation

For users with the admin or

impersonator role, there is also an
option to end the impersonation.
1

To end the impersonation:

1. Open the user menu by clicking the 2

user name

2. Select End Impersonation and

continue in the platform with your

assigned role

You can end a user impersonation by impersonating another user, or choosing End Impersonation
or Logout in the user menu.

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 Elevate Roles

The base system admin can elevate to a 1

privileged role to access features of High
Security Settings.

2
To elevate roles:

1. Open the user menu by clicking your

user name

2. Select Elevate Roles

3. Select an elevated role and click OK.

This role grants the user elevated
privileges to all resources controlled
3
by the role for the remainder of the
session

Elevated roles grant modification access, allowing users to modify the Access Control List (ACLs

restrict access to data by requiring users to pass a set of requirements before they can interact with

the list).

NOTE:When elevated privileges are activated, the lock icon near the user name will become
unlocked. You will learn more about ACLs and security in Module 3: Database Administration.

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 Now Platform User Interface

Banner Frame

Content Frame
Application
Navigator

The User Interface (UI) is the main way for users to interact with the applications and information in

a ServiceNow instance. Notable ServiceNow features include real-time form updates, user presence,

an application navigator designed with tabs for favorites and history, and enhanced activity streams

all of which you will explore in this training. This is an example of the System Administration

homepage.

The ServiceNow user interface is divided into three areas:

1. Banner Frame: The Banner Frame highlights important tools and settings that apply to your

instance.
2. Application Navigator: The components of the Application Navigator, are based upon your

assigned role(s). The navigator may be expanded (as shown above) or collapsed. The

navigator provides links to all application menus and modules, based on your permissions.

3. Content Frame: The Content Frame displays information, such as lists, forms, dashboards,

knowledge bases, and service catalogs depending on where you navigate within the

platform. This also impacts how the information is visually represented.

NOTE: The position of these components on your screen may vary depending on your region.

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 Banner Frame

1 2 3 4 5 6

1. Click the logo image to return to the homepage

2. Open the User menu to access profile information and other options

3. Use Global Search ( ) to search for information across applications and records

4. Communicate with other users in real-time with Connect Chat ( )

5. Get help ( ), including product documentation and user guide

6. Personalize instance settings ( )

Across the top of the platform interface, the banner frame is displayed. The banner frame contains

the following components:

1. Logo image (can be modified for the instance) returns the user to the homepage when

clicked.

2. User menu provides options to access your profile. Administrators can impersonate users

and elevate their security role from the User menu.

3. Global text search icon: Finds records from multiple tables (quickest way to locate an

individual record).

4. Connect sidebar icon: Lets you begin or continue conversations. This icon is visible if Connect

is enabled.
5. Embedded Help icon: Opens the help panel with embedded help, feedback, and related

articles where available. If there is no embedded help, you can either select the three dots

in the top-right corner of the help panel to select User Guide or search ServiceNow Product

Documentation.

6. Gear icon: Opens the system settings for the user interface (UI). For more information on

system settings, navigate to ServiceNows Product Documentation: System settings for the
user interface (UI).

NOTE: Changes made to the system settings using the Gear icon are applicable only to the

logged-in user.

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 Application Navigator

The Application navigator is a list

of available applications and their

corresponding modules.

The following four components

can be used to locate applications

and modules:

Filter navigator

All applications tab

Favorites tab

Your history tab

The application navigator, or left navigation bar, provides access to all applications and the modules

they contain. An application is a group of modules, or pages, that provide related information and

functionality in an instance. For example, the Incident application contains modules for creating and

viewing incidents. The Configuration Management application contains modules for configuring

servers, databases, and networks.

There are four components in the application navigator which help a user quickly find information

and services:

View Filter navigator

All applications

Favorites

Your history

Tip: Double-click the All applications icon to expand or collapse all applications in the navigator.

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 Application Navigator: Filter Navigator
Filter navigator

Above the application list, use the Filter navigator to

quickly navigate to applications and modules

Simply begin typing the application or module name*

View the results:

All modules with the keyword display

All modules within an application that contains the

keyword display

NOTE: Treat the filter navigator like a GPS.

Type in the application/module name and

let it take you where you need to go!

*All, or part, of any module name

Using the Filter navigator, a user can:

Quickly navigate to applications or modules by typing all, or part, of the application or module

name (e.g. Typing ge ba in the filter navigator displays the Knowledge Bases module)

Navigate directly to a table using:

<table name>.list displays a list of records in the table

<table name>.form displays a blank form for creating a new record in the table

Just for fun! Try kb_knowledge.LIST in the filter navigator. Notice a separate tab opens in your

browser window. What kind of information is shown for the table?

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 Application Navigator: Favorites tab

The Favorites tab, represented by a

star icon, displays items you have
added as favorites.

Favorites can be re-ordered,

edited, or
Favorites display as
removed from the
icons in the
Favorites tab by
collapsed view.
clicking on the edit
(pencil) icon.

Favorites can be added when you:

Click the star icon by a module

Click the star icon by an application

Select Create Favorite from a list or form context menu

Drag a breadcrumb to the Favorites tab of the application navigator

Every user can collapse and expand the application navigator by clicking on the arrow icon at the

bottom left of the application navigator. When the application navigator is collapsed, the filter

(funnel) icon and the favorites icons are displayed at the left of the user interface. To expand the

application navigator, click the filter icon or the arrow icon.

More information for adding/editing favorites can be found by navigating to ServiceNows

Product Documentation: Use the UI16 navigator.

Tip: Admins can view favorites set by any user by navigating to System Definition > Bookmarks.

NOTE: Users can remove favorites from the list by deselecting the star next to the application

that was favorited. You can also remove a favorite by hovering over a favorited item and

selecting the minus symbol to the right.

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 Application Navigator: Your History

Your History, represented by a clock icon, is a

scrolling view of recent activities including:

Forms and lists accessed

Catalog items

Homepages visited

Click on any recent activity to open the item

in the Content Frame.

By default, the maximum number of activities displayed in the history tab of the application

navigator is 30. Administrators can configure this setting in the system properties table

(sys_properties.list) by modifying the value in the glide.ui.nav.history_length property.

The system creates history entries for many types of content, including lists, records, and
homepages. Some content types are not tracked in the history, such as UI pages and other non-standard

interfaces.

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Common Types of Interfaces

Homepage List Form

Dashboard Knowledge Base Service Catalog

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 ServiceNow Mobile Apps

Now Mobile App ServiceNow Classic Mobile App

The Now Mobile app is a mobile-first, fully native Access lists and forms

experience where mobile users can:

Save favorite lists and records to the app home screen

Submit and view requests and issues

Access the Service Catalog from your device
Submit approvals

View and complete tasks Communicate with other users while using Connect

Upload images and attachments Chat for mobile

Sign documents
Share your location
Request help from Agent Chat

NOTE: Although organizations are now being encouraged to use the Now Mobile App, some

organizations continue to use the ServiceNow Classic Mobile App (documentation can be found

in ServiceNows Product Documentation: ServiceNow Classic Mobile app).

Documentation regarding Now Mobile App can be found by searching ServiceNows Product

Documentation for the article titled Now Mobile app. From there you can learn how to:

Monitor Asset Management

Enable notifications

View and complete tasks

Submit and track requests

Search for articles, people, and services

Report an issue

Ask for help

The ServiceNow Classic Mobile App (currently available in the Google Play Store and iTunes, what

users used prior to Madrid) provides the user with the ability to:

Respond quickly to requests, no matter where they are

Stay informed with real-time updates and information

Access the Service Catalog

Use Connect Chat to collaborate with others

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 Useful Links: Docs and Community

https://community.servicenow.com/ https://docs.servicenow.com/

Tip: Bookmark these sites!

If anything in this class seems interesting, we highly encourage you to explore the topic in more

detail through either of the following websites:

docs.servicenow.com is the official documentation resource for ServiceNow, with content

produced by ServiceNow. From features to functionality, and even release notes, this resource

should have all of the information needed to get the most out of the platform.

community.servicenow.com is similar to the Docs website, in that it provides useful information

about the ServiceNow platform. However, where Community really excels is by bringing together
actual ServiceNow users to collaborate, share, and produce ideas, content, and even answers to

questions you may have!

This is a great resource to learn from users with real-life experience on the platform!

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 Lab 1.1:
Applications and
Modules

As users of ServiceNow, we

want to become familiar with

the Now Platform interface,

so we can easily locate

applications and modules

Log in to your training instance
Time Use the Application Navigator and its filter to
and make work, work better
access different areas of ServiceNow
10-15m Add Knowledge and Service Catalog modules
for us.
to Favorites

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 Lab
Applications and Modules 1.1
610-15m

Lab Objectives

You will achieve the following objectives:

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

Be sure to look below the Lab Verification to find the ServiceNow Fundamentals Class Lab Files.

Scenario

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 Dimensions

employees throughout this courses labs.

To start, you will assume the System Administrator identity to accomplish a series of tasks.

A. Log on to Your Student Instance

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

choice. Bookmark or save the instance URL, you will be using it throughout the

course.

Note: Your instructor will provide you with a registration URL for requesting a student instance.

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 2. Log on using the System Administrator (admin) credentials provided when you

requested your student instance using the registration URL.

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 incident modules.

3. Navigate to Incident > Open

Note: The Application Menu > Module name

formatting indicates the navigation path to use in the

expanded Application Navigator; for this step,

navigate to the Incident application and select the

Open module. This shorthand instruction will be used

going forward in the class.

Notice how the information displayed in the Content

Frame changed from a homepage to a list.

4. Incident > Create New

Note: Notice how the information displayed in the Content Frame changed 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-into the Filter navigator.

Note: A single application menu,

Self-Service, appears with many

modules. Scroll down to see all of

the modules under the Self-Service

application.

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 6. Self-Service > Service Catalog

Note: 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. As the System Administrator, open the User menu on the Banner Frame and take a

look at the available options: Profile, Impersonate User, Elevate Roles, and Logout.

You can navigate the platform as another user (Role required: impersonator) by selecting

Impersonate User in the User menu.

2. Take some time to scroll through the Application navigator and notice the available

application menus and modules for the System Administrator.

3. Filter the Application Navigator using the keyword self.

4. Self-Service > Knowledge

5. 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.

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 Note: Upon selection, the Add To Favorites star will appear filled in and the favorite will display

at the top of the Application Navigator. You can also remove a favorited item by clicking the

filled star.

6. Repeat this step for the Service Catalog module.

Note: In addition to application menus and modules, the Filter navigator will display favorites

based on keywords.

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

navigator.

8. Next, navigate to the Favorites tab of the Application Navigator to see the module

favorites you have created:

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 Note: You will also see a Home option by default in your Favorites.

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

icon.

Note: The Set up your favorites screen displays in the Content Frame. A favorite can be

customized to have any name, color, and icon.

10. Select the Self-Service > Knowledge favorite in the Application navigator.

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

12. Repeat steps 10 and 11 to add Self-Service > Service Catalog as a favorite.

13. Click the Done button:

14. Minimize (collapse) the Application Navigator by selecting the Minimize Navigator

icon (circled arrow) at the bottom of the Navigator:

15. 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.

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 16. Navigate to the homepage by selecting the Home favorite displayed on the

minimized Navigator:

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

Lab Verification

Note: The Lab Verification section displays one, or more, screenshots of what you should have created

during this lab. Sometimes the lab verifications have been shown in earlier steps as is the case below.

Self-Service Favorites

IMPORTANT: For ServiceNow Fundamentals Class lab files and other resources, navigate to

your Self-Service Knowledge favorite and select the ServiceNow Fundamentals Class

knowledge base. Then, select Class Lab Files KB article.

Congratulations on completing the Applications and Modules lab!

Now you know how to create and maintain application and module favorites!

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Knowledge Check

What are the different interfaces for What are the components of the

accessing a ServiceNow instance? Application Navigator?

- Now Platform User Interface - All applications

- Service Portal - Favorites
- Now Mobile App - Your history
- Filter navigator

What is a collection of users who

What are the three components of share a common purpose?

the Now Platform User Interface? - Group

- Banner Frame
Where can you locate Product
- Application Navigator Documentation?
- Content Frame - docs.servicenow.com

NOTE: These are not practice questions for the Certified System Administrator exam.

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 Section 1.2:
Lists and Filters

User Story

As the Service Desk Manager, I need

an Infinity specific list view of

incidents so senior resources can limit

time spent finding and updating

Infinity incident records.

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 Viewing Table Data: Lists

Alist displays a set of records from a table within the content frame

Each row
represents one

record

Each column
represents one

field

Lists and forms are the most common ways to interact with data. A list displays a set of records from

a table. Lists can be filtered and customized to display the information you need.

In this example, the system administrator is accessing the User Administration application and a list

of users through the Users module. Other roles, such as user_admin, grant users the permissions to

manage users, groups, and roles.

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 Context Menus

Context menus provide

1
different levels of controls

for a given list view 2

1. List Context Menu

2. Column Context Menu

3

3. Record Context Menu*

Context menus can be accessed

by clicking the list menu icon or

by right-clicking the list header

and column headers respectively

*Right-click in a rows cell

List Context (or control) menus, also sometimes called Additional Actions, can be accessed from

lists, columns, or on records by using right-click menus which provide different levels of controls:

List Context Menu: Click the list context menu icon next to the title of the list (Knowledge in

this example) to access options related to viewing and filtering the entire article list.

Column Context Menu: Click the column context menu icon in the desired column header to
display actions related to that column, such as creating quick reports, configuring the list,

and exporting data.

Record Context Menu: Right-click in a rows cell to see a menu with actions related to the

values in that cell, such as filtering options, assigning tags, and more.

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 List Anatomy
Column Headings

1
Title Bar

List Filters / 2 4
Breadcrumbs

Column Header Search Field Values

Although lists display data captured in different tables, their interface remains consistent

with common features.

1. Title Bar: Displays the list title and view name (when not on the default view), as well as

search list values and a record count

2. List Filters/Breadcrumbs: Offers a quick form of filter navigation

3. Column Headings: Displays column (table field) labels and provides some list controls

4. Column Header Search: Provides a search within a specific column

5. Field Values: Right-click on a field value to access additional actions

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 Finding Information

Find information quickly in ServiceNow with

Wildcard Syntax Search Type
any of the available search functions.
*searchTerm contains
Wildcards

Phrase Searches !*searchTerm does not contain

Searching Lists
searchTerm% starts with
Boolean Operators

%searchTerm ends with

Attachment Searches

International Character Sets =searchTerm equals

Punctuation
!=searchTerm does not equal

greater than or
searchTerm
equal to

Find information quickly in ServiceNow by using any of the available searches:

Wildcards: Use a symbol to represent zero or more characters

Phrase Searches: Find a phrase with multiple terms

Searching Lists: Control the query for list searches of a specific field

Boolean Operators: Refine searches with operators such as AND and OR

Attachment Searches: Search in files that are attached to Knowledge Article records

International Character Sets: Perform searches with any Unicode characters

Punctuation: Perform searches that contain punctuation

Wildcards use a symbol to represent zero or more characters and are available for searches. Various

wildcards can be used to refine the search in lists (text searches of all fields), the global text search,
and the Knowledge Base. Results with using wildcards may vary depending on the search method

used.

Searches are not case sensitive. Use advanced options for more specific queries.

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 List Filters

Afilter is a set of conditions applied to a table list to isolate a subset of the data

Three components that make up

a filter condition include:

1. Field

2. Operator
1 2 3

3. Value

Click the show / hide filter icon to add, remove, or edit filter conditions and apply them.

Tip: Add filters to your Favorites by dragging the breadcrumb to the navigator.

All users can apply, create, modify, and save filters. You may start with a list of all incidents but filter
to only view active incident records assigned to you.

Select Run to see the results of your filter displayed in the list. To save a filter, click Save. A new field

will appear where you can name your filter. After naming the filter, select who it will be visible to,

then click the Save button to the right of the name and visible to options. The new filter will be

available by selecting Filters from the list context menu.

Filter conditions applied to the list are summarized in the breadcrumbs, shown in green letters

across the top of the list. Not only do the breadcrumbs provide an at-a-glance view of the filters

conditions, but you can modify conditions and add to your favorites directly from the breadcrumbs.

The three parts of a filter condition are:

1. Field: A choice list based on the table and user access rights. The choice list includes fields on

related tables by dot-walking, which will be covered in Section 2.2: Notifications.

2. Operator: A choice list based on the field type. For example, in the incident table, the greater

than operator does not apply to the Active field but it does apply to the Priority field.

3. Value: A text entry field or a choice list, depending on the field type. For example, in the

incident table, the Active field offers a choice list with the values true, false, and empty,
while the Short description field offers a text entry field.

Filter operators will change depending on field data type. Example field operators:

Text value: is, is not, contains, is one of, starts with, ends with
Numeric: is, is not, greater than, less than, greater than or is, less than or is

Date: on, before, after, between, is more than, is less than

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Lists: Natural Language Query (NLQ)

The Natural Language Query

allows you to filter the list data

Show/hide natural
using natural language, instead of
language filter icon
the condition builder.

As you type, auto-suggestions for

text will appear so you can click

the suggestion before typing the

complete filter.

Select Ask, and you will see the

filter applied to the breadcrumb.

The Natural Language Query can be activated by installing the Natural Language Query

(com.snc.nlq) and Predictive Intelligence (com.glide.platform_ml) plugins. Administrators will

be able to turn this feature off by using the list control.

To turn this feature off, navigate to sys_properties.list, search for *nlq under Name. For

com.snc.listv2.nlq.lists.append_query, set the Value to false.

NOTE: To demonstrate this concept, navigate to incidents. Click the natural language filter

icon. Type "incidents per category" as depicted on the slide. Click the Ask button.

Each query created appears as a record in the NLQ Logs table. To view your logs, navigate to

NLQ > Logs. Review your logs to see the effectiveness of your queries and see if you need to

make new keywords or synonyms. Example: "incidents by category" would be stored,

associated with the incident table, and marked as successful or not.

To learn more about the NLQ and activation information, navigate to ServiceNow Product
Documentation: Natural Language Query

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 List Editing

The List Editor allows a field value to

be edited in a list without opening the

record

1
Locate a record with the field value to

change:

1. Double-click in an empty area of

the field for in-line editing

3
2. Enter the appropriate value(s)
2
3. Save the record by clicking the

save icon
Clicking the cancel icon X or pressing

the Escape key retains the original

value

Users can edit data in lists using various methods but certain field types cannot be edited.
Additionally, administrators can configure the list editor and by default, list editing is disabled for

some tables. Please note that list editing allows for contiguous and non-contiguous editing (you can

make edits to values that belong to different records, at the same time). You will practice editing

values from different records in Lab 1.2 Lists and Filters.

The list editor is the quickest method to update a field on multiple records.

Procedure

1. Select the record(s) to be edited.

2. Open the list editor by double-clicking (or clicking, depending on setup) in an empty area of

the field. The number of selected rows that will be edited is indicated. If any row cannot be
edited due to security constraints, that is indicated.

3. Enter the appropriate values and click the save icon. If you would like to cancel the changes,

select the cancel icon (x) or press the escape key to retain the original value.

Quick edit functions may also be used to edit records. Right-click a field and select the appropriate

function:

Assign to me: For records that use assignments, places the logged-in user's name into the

Assigned to field

Approve: For records that use approvals, changes the approval state of the record
to Approved

Reject: For records that use approvals, changes the approval state of the record to Rejected

Assign tag: For records that are to be tracked based on a user-defined label

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 Tags

Use tags to categorize, flag, and locate records

Tags can be created against any record from a

list or form view

New tags can be made visible to:

The current logged in user (Me)

Groups and Users

Any user (Everyone)

Edit personal tags by using the My Tags module and

view tagged records by using the My Tagged

Documents modules.

There are a few ways to assign tags to records:

From the list view using inline field editing

From a list using the record context menu

Configuring tags to assign automatically

Use the Viewable by field when editing a tag to control how it is shared: visible only to the owner

(Me), visible to the owner and specific groups or users (Groups and Users), or visible to everyone

(Everyone).

To use the Everyone option under Viewable by, a user must have the admin or tags_admin role.

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 Views

A view is a version of a customized list or form which defines which fields appear
and in what order. Different views can be created and used for different roles.

For list views, the same number of records for that particular table display, but
different fields may be visible and display in a different order.

Views enable users to quickly display the same list or form in multiple ways. System administrators
can create views for lists or forms. For example, different views can be created and used on Incident

for an ESS user, an ITIL user, and a mobile user.

To switch between the different views of columns on a list (as shown here), open the List Context

Menu then select View. Then, select the name of the desired view.

The view name appears in brackets beside the table list title and form record type when a view

other than the Default view is selected.

NOTE: Switching views on a form will attempt to save all changes made to the record. A message

displays asking to save or discard all changes made to the record, before the form reloads and
displays the selected view.

Sort Controls: Alist that is displayed to a user for the first time will be sorted by one of the

following:

The order field, if one is present in the table

The number field, if one is present in the table

The name field, if one is present in the table

The field specified as the display field for the table

NOTE: The following are other sort controls in the Platform but are beyond the scope of this class:

ORDERBY arguments found in the URL.

The <table>.db.order and <table>.db.order.direction user preferences.

The isOrder dictionary attribute.

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 Views: Layout Configuration (all users)

Configure the List Layout to show or

hide fields from a view and change

the list column order.

Click any column context menu icon

and select Configure > List Layout

List collector
interface

Users with the admin or personalize_list role can add or remove columns (fields) from a list or
change the order in which the columns appear in the list for all users.

To configure the List Layout for a table:

1. Navigate to the list

2. Click any column context menu

3. Select Configure > List Layout

The list collector interface opens and has multiple sections: the available items on the left (in red),

and the selected items on the right (in green). Items from the available section can be added to the

list and items from the selected section can be removed from the list. Once items are in the selected

box, you can adjust their order (up or down) on the list. The List view (in orange) is where you can

add new, custom fields on the table by giving the new field a name, type, and field length.

NOTE: To create a new list view, select New... from the View name choice list on the list
configuration page. Ensure the List view shows the list to be modified (in orange).

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 Views: Personalization (logged-in user)

Personalizea list to show or hide fields on a

view, as well as change the list column order

for the current logged-in user.

Click the Personalize List (gear) icon in the list

column header.

Use the list collector interface to

add/remove/reorder columns for the

personalized list and save.

Personalize List icon

The Personalize List (gear) icon changes to

show the list has been personalized.

Once a list is personalized, the icon
will appear with a green dot

Where the List Layout configuration affects everyone*, the Personalize List modifies the layout of a
list for an individual user. It does not affect the platform default.

*except individuals using personalized layouts for the view created using Personalize list

The following can be done through Personalize List Columns:

Add Columns: In the available section, select the columns to add and select the add icon
Remove Columns: In the selected section, select each column you want to remove and press

the remove icon

Rearrange Columns: In the selected section, select the column(s) you want to reorder and

use the up or down icons to place the columns in the desired order

Reset Column Defaults: Return the lists columns to the default lists view definition

NOTE: Personalization should be used for temporary situations. Any global changes that occur at the

system level will not be reflected in a personalized list. When you personalize your settings and

make a change to the default list view, you will not see those newly added default changes. You will

need to return to the default view to see those changes.

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 Lab 1.2:
Lists and Filters

As the Service Desk

Manager, I need an Infinity

specific list view of incidents

so senior resources can limit

time spent finding and

Create a new Infinity list view on the Incident
Time table updating Infinity incident
Apply and save a filter on a list of records
15-20m Locate and update incident records using records.
inline editing

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 Lab
Lists and Filters 1.2
615-20m

Lab Objectives

You will achieve the following objectives:

Create a new Infinity list view on the Incident table

Apply and save a filter on a list of records

Locate and update incident records using inline editing

Scenario

One goal of Cloud Dimensions with using ServiceNow is handling Infinity support.

Before the product is launched, however, Cloud Dimensions employees are actively testing

Infinity devices.

Winnie Reich manager of the Service Desk has requested help from the Cloud Dimensions

System Administrator in creating a new Infinity view on the incident table.

This view will be configured to include the necessary fields for supporting Infinity, for both

internal and external users alike.

Winnie has also asked her direct report, Kevin Edd, to create and share a list filter that will

filter active incidents and display only those submitted by Infinity employee testers.

A. Create the Infinity List View

The System Administrator user has the appropriate permissions for creating a new list view on

incident we will assume they have already received the requirements from Winnie Reich.

1. As the System Administrator, complete the following steps.

2. Incident > Open

Note: You may want to add the Incident > Open module as a favorite!

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3. From the List Layout, the list collector interface will be used to create a new list

view. Complete the following steps:

a) Select a Column Context Menu (any column context menu will work)

b) Select Configure

c) Select List Layout

Note: Selecting any column

context menu will work; Number

was used in this example

b c

4. Beneath the Available and Selected buckets, open the View name drop-down menu

from the List view section.

5. Select New... at the bottom of the list:

Note: Select New... to create a

new list view. Choosing an

existing list view will allow you

to modify it.

6. Enter the View name: Infinity List

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7. Select OK.

Nothing appears to have happened to the page, but you should now notice Infinity

List as the selected List view:

8. Working with the Available and Selected buckets, use the Add and Remove buttons

(> and < icons, respectively) to create the Infinity list view with the following

fields:

Number

Priority
Note: Verify the fields are listed in the order
State
shown at the left. Use the Move-up and Move-down
Caller
arrows (at the right of the Selected box) to
Category set the correct order.

Subcategory

Short description TIP: Multiple fields may be selected using the Ctrl

Assignment group (or Command) key and moved or removed with

Assigned to one click.

Tags

Updated

9. Once the fields have been added to the Selected bucket, select the Save button.

10. Impersonate Kevin Edd to confirm the view is available for the Service Desk group.

Note: In the Search for user field, type Kevin Edd and select this user.

11. As Kevin Edd, navigate to Incident > Open.

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 12. Open the List Context Menu and select View, then finally select Infinity List:

Note: The list view name now

appears at the top of the list in

square brackets after the table name

13. Confirm the fields appear in order, from left to right, as listed in step 8 above.

B. Apply and Save a Filter

Filters allow users to locate specific data quickly, and filters are also reusable. Kevin Edd will

apply a filter that displays Cloud Dimensions Infinity incidents related to employee testing,

then save the filter to share with his team (Service Desk) for future use.

1. Open the filter condition builder by selecting the Show / hide filter icon (funnel):

2. Add the following AND condition: Tags | EIT underneath Active | is | true

Note: This will search for all active incident records with EIT as one of its tags. The EIT tag is

something Cloud Dimensions employees have created to help distinguish internal testing

incidents from customer incidents it stands for Employee Infinity Testing.

3. Select Run to apply the filter - there should be two incident records returned.

4. Open the filter condition builder again to save the filter for later use.

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5. Click Save...

6. Enter Infinity Testing into the Save as field.

7. Next, select Group for Visible to.

Note: The ability to select a group to share with others is provided by additional user

permissions. For this exercise, the Service Desk group was granted the filter_group role.

8. Input Service Desk into the group reference field to share this filter with its

members.

9. Select Save.

10. Impersonate Megan Burke, another member of the Service Desk group, to confirm

the filter is now available for the Service Desk group.

11. Incident > Open

12. Open the List Context Menu and select View > Infinity List.

13. Open the List Context Menu and select Filters, then finally select Infinity Testing:

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 14. The filtered incident list, containing two records, appears:

C. Locate a Missing Incident

Winnie Reich has emailed Megan Burke to report an incident submitted by another employee

that did not follow the current EIT tagging convention.

INC0000061 was submitted by Alissa Mountjoy and will need to be updated to include the EIT

tag as the incident reports an error found with the Infinity holographic settings page.

1. As Megan Burke, using methods of your choice, locate and open Alissas incident

record: INC0000061.

HINT: Try performing a global search for INC0000061.

2. With the INC0000061 record displayed, open

More options (ooo) from the form header:

3. Click Add Tag.

4. Type EIT into the Add tag... field.

5. Press Enter on your keyboard to add the tag to the incident record.

6. Update the record.

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 Note: Depending on how you searched for the missing record, you will be returned to that

filtered list. To see all incidents with the EIT tag, navigate to Incident > All and then apply the

Infinity Testing filter.

Challenge: Now that you know how to assign tags to a specific record, heres a shortcut!

Navigate to a list view, right-click on any record and select Assign Tag (above Archive

Record).

7. Confirm all three Infinity testing records display:

D. Update Infinity Incident Records

Now that all Infinity incident records are accounted for, Winnie Reich has asked Megan Burke

to ensure all records categories are accurate based on the issue reported and described.

Use the inline editor to update a records category value right from the list.

1. Ensure the Infinity Testing filter is applied by opening the List Context Menu and

selecting Filters > Infinity Testing. Find INC0000042 and double-click on the

category, Database:

2. Use the Category drop-down to select Inquiry / Help.

3. Click the Save icon (green checkmark) to update the record:

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4. Select multiple records to update field values with one set of steps:

a) Press Shift and click the Network category for INC0000061

b) Hold Shift + Ctrl (Shift + Command on Mac) and click the Inquiry / Help category

for INC0000023

Note: Hold down Shift + Control (or Shift + Command on a Mac) on your keyboard first and

click on the first category. While the keys on your keyboard are still depressed, click on the

second category.

5. Double-click on the Inquiry / Help category value for INC0000023 to open the

Category drop-down.

6. Notice it indicates two records will be updated:

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 7. Use the Category drop-down to select Software.

8. Click the Save icon (green checkmark) to update both records:

9. Your Infinity incident list should look like the following:

Lab Verification

1. Impersonate Kevin Edd

2. Incident > Open

3. Verify the Infinity List view is visible

4. Verify the Infinity Testing filter is available

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5. Verify there are three Infinity records (Tag is EIT). End the impersonation.

Congratulations on completing the Lists and Filters lab!

Now you understand how to create/edit list views and use filters

to provide information in an order that makes it easier to use!

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Knowledge Check

What can be applied to a table list to What are the three different types
isolate a subset of the data? of context menus in a list view?
- Filters - List, Column, and Record

What can be used to categorize, flag, What are the three components of

and locate records? a filter condition?

- Tags - Field
- Operator
A row represents what in the - Value
ServiceNow database?

- Record What defines which fields appear in

a list and the order of said fields?

- View

NOTE: These are not practice questions for the Certified System Administrator exam.

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 Section 1.3:
Form Configuration

User Story

As the Service Desk Manager, I need

testing-specific information on the

incident form so we can maintain the

quality of data needed to accurately

identify and resolve employee testing

issues.

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 Viewing Single Records: Forms

A form displays fields from one record users can view and edit the record data.

In the next few examples, we will be

exploring Knowledge forms.

A form displays information from one record in a table. The specific information depends on the
type of record displayed. Users can view and edit records in forms. Administrators can configure

what appears on forms.

In addition to fields, the form can also contain sections and Related Lists. Related Lists show records
in tables that have a relationship to the current record. For example, the User form features Roles

and Groups Related Lists. Related Lists do not appear on a form until a record has been saved to the

database.

A form is loaded by searching on a record number in the Global Text Search or by clicking a record in

a list.

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 Header Icons

1 2 3 4 5
7
6

1. Form Context Menu: Options related to viewing and filtering form data

2. Add or remove files with Manage Attachments

3. Show the Activity Stream for a real time, sequential display of record activities

4. Personalize form: show/hide fields on the form for the selected view

5. Open the More Options menu for additional form tools like templates and tags

6. Form UI actions (e.g. Retire, Update, Delete, Save, etc.)

7. Cycle through records by using Next record and Previous record

Each form has different fields, UI actions, and options specific to the application within which it was
created.

However, all forms have certain icons and functionalities in common:

The Form Context Menu provides additional options specific to the form. Save can be found

in the Form Context Menu and be used to save a form while remaining on the page.

Depending on which form you are on, the Form Context Menu may vary.

Use the paperclip icon to attach, remove, or rename files on a form.

Show Activity Stream will display a time stamped history of all actions taken within a record.
Use the sorting icon in the activity stream to choose the most recent/oldest post.

Personalize a form to show or hide fields. NOTE:Mandatory fields cannot be hidden.

All fields marked with an asterisk are mandatory and must be filled out prior to saving the
form. The asterisk is red prior to filling out the field and grey once information has been

entered.

Click More options to tag a form, use templates, send an email, and more.

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 Field Types

1. Reference Query that 4

displays records from

another table 1

2. Date/Time Populated
5

with the day and time of

2
day of selected date
3
3. String Freely populated

using letters, numbers,

and special characters

4. Choice Drop-down

menu with multiple values

5. True/False Boolean field

that appears as a

checkbox

Forms include various field types, each with unique attributes.

ServiceNow supports over 30 different field types. Some common field types include:

1. Reference: Query that displays records from another table.

2. Date/Time: Day and time of day, which can be selected with a calendar widget. Depending

on the record, some calendar widgets may not display the time and will only display the date

(as seen in the image above).

3. String: Freely populated using letters, numbers, and special characters. For 254 characters or

less, the string field will be a single-line text field. Anything 255 characters or over will
appear as a multi-line text box.

4. Choice: Drop-down list of choices that can be configured.

5. True/False: Boolean field that appears as a check box.

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 Formatters

Formatter Formatter Examples

Aformatter is an element used to display Some Formatters included in the base

information that is not a field in the record. platform are:
Activity
Process
Parent breadcrumbs
Approval summarizer
CI relations

The Activity Stream is an example of a formatter; it

displays a list of activities.

Examples of formatters in the base platform include:

Activity formatter: Displays the list of activities, or history, on a task form. It provides an

easy way to track items not saved with a field in the record, for example, journal fields like

comments and work notes

Process flow formatter: Displays the different stages in a linear process flow across the top
of a record

Parent breadcrumbs formatter: Provides breadcrumbs to show the parent or parents of

the current task

Approval summarizer formatter: Displays dynamic summary information about the request

being approved
CI relations formatter: Displays on the CI form and allows for the viewing of relationships

between the current CI and related CIs.

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 Form Design and Layout (Configure for all users)

Quickly create new or change existing form layouts

Change the order/location of fields on a form for

different form views

Add fields to appear on the form

Configure field properties

To configure a form for all users, take advantage of

Form Design

Form Layout

There are two ways to modify the design of a form. As noted in the image above you can use Form
Design, but you can also use Form Layout to configure what appears on the form.

Warning: It is not recommended to add the same field to more than one section of a form unless

the field displays read-only data. Having two or more instances of an editable field can cause data
loss and prevent the proper functioning of UI and data policies.

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 Form Design Interface

Page Header

Form Layout

Field Navigator

There are 3 main components of the form designer:

Page header: select the table and view from the page header. Other actions, Undo and Save,

also appear on the page header after changes have been made to the form

Field navigator

Fields tab - existing fields for the selected table which can be added to the form
Field Types tab - field types which can be added to the form. Adding a field to the

form this way adds a field to the selected table

Filter: allows you to search fields or field types

Form layout: graphic representation of the fields, sections, and other elements on the form

Fields can be dragged and dropped to different locations on the form and new fields can be added
to the form by dragging and dropping from the Fields tab or the Field Types tab.

NOTE: When navigating to Configure > Form Design, the Form Designer opens in a separate tab.

Documentation regarding the form designer can be found by navigating to ServiceNows Product

Documentation: Using the form designer.

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 Form Design: Sections

Sections are used to break up

the form and group like

information together.

Sections can be:

One or two columns

Added to a form (+)

Removed from a form (x)

You can also reorder the sections by using the Handle icon to the left of the section label. If the
section is named, it then becomes a tab on the form. Otherwise, if it does not have a name it will

appear as part of the previous section.

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 Form Design: Fields

Handle icon Settings icon Remove icon

Each field is represented by

a cell on the form which
contains (left to right):
Handle icon
Field label
Settings icon
Remove icon

Field label

Cell components:

Handle icon: use for moving the field to a different location on the form

Field label: read-only to identify the field

Settings icon: use to modify the field settings (label, mandatory, read only, reference,

choices, etc.)
Remove icon: use to remove the field from the form (not from the database)

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 Form Layout: Configuring forms

Dot-walk icon

Reorder the
fields here.

Move a field from

one list to the other.

Click the form context menu icon and select Configure > Form Layout to

configure a form; show or hide fields from a view, as well as change their position

on screen using the Available and Selected lists.

To use Form Layout, simply navigate to a form and click the context menu icon. Select Configure >
Form Layout. Using the list collector, select the fields and the order in which you want them to

appear. Available items that are green and followed by a plus (+) sign represent related tables.

To access the fields on these tables, use dot-walking. Dot-Walking gathers information from a series
of tables through reference fields and will be covered more in Section 2.2: Notifications. While you

can use the dot-walking feature when using Form Layout, you cannot dot-walk to a field when using

Form Design.

Practice using Form Layout in Lab 1.3: Form Configuration.

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Related Lists

Related lists show records in tables that have a relationship to the current
record. Related lists are presented as tabs at the bottom of the form view.

From a related list, a user can

select records using the Edit...

button or create new records

using the New button.

As with other lists, a user can

personalize the columns or

filter the list using the gear icon

or the funnel icon.

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 Form Configuration: Related Lists

Using the list collector interface, related lists can be added, removed, or moved on the form view.

To add a related list to the form, locate the list item in the Available column and double-click

the list item to move it to the Selected column.

To remove a related list from the form, locate the list item in the Selected column, then

double-click the list item to move it to the Available column.

To change the display order for the related lists, click on the list item in the Selected field,

then use the arrows at the right to move the item up or down in the list. Top to bottom in

the Selected column corresponds to tabs being shown left to right in the related lists section

of the form.

NOTE: Ensure the View name is correct for the form you are modifying.

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 Form Views: Personalize Form

Click the Personalize

Form icon to personalize
which fields display.

Personalizing a form will

affect only what you see
on a form others will
not be affected.

To personalize a form, open any record and select the personalize form icon. A cleared check box
indicates a field that you previously hid. You can clear a check box or click the hide field icon to hide

a field. Mandatory fields cannot be hidden. If you navigate away from the form, the next time you

go to personalize the form, you must reset your customizations to show fields that you have hidden.

To disable personalize form for the itil role, navigate to sys_properties.list find the

property glide.ui.personalize_form.role and set the Value to admin (to specify the role that can
access form personalization).

NOTE: Only the fields that the form is configured to display are available in the Personalize Form
menu. To add fields to the form, you must configure form layout or use the form design feature.

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 Templates

Templates allow fields to be populated

automatically, simplifying the process of
generating new records

Click the More options icon ( ) from the

form header, then Toggle Template Bar
to work with templates

Use the template bar at the bottom of

the form to manually apply, create, or
edit templates

To use a template, populate the most-used fields for a specific table, save it as a template, and then
make the template accessible to users. Users can manually apply a template when creating records,

or an administrator can define scripts to apply templates automatically. Fields updated by the

application of a template will have a checkmark icon next to the field label.

Create templates for the forms that are used frequently, such as incident, problem, and change.

There is no limit to the number of templates that a user can create or access, but having many

templates for each form makes the templates more complex to manage.

NOTE: Template creation should be restricted to select groups as it can be used to by-pass process,

like mandatory fields, UI policies, etc. This is especially important for any record using condition

based flows (or workflows if applicable).

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 Add or Update Records

Add or Update records by using one of the following methods:

Changes
Click Submit to insert a record
Made

on a new form and return to

the previously viewed page

Changes
Click Update to save changes on
Made
an existing record and return to
the previously viewed page

Select the Form Context menu Changes

icon in the header bar, then Made

select Save to save changes

without exiting the form view

NOTE: If you make changes to an existing record and then attempt to leave the form (whether using
web browser controls such as the Back button, or through the ServiceNow user interface), you will

be prompted with a message asking if you are sure you want to leave the record without saving.

Once enabled, select the Form Context menu icon in the header bar then select Insert or Insert and

Stay to save a new record to the database instead of updating the current item. Insert will exit the
form returning to the previously viewed page, but Insert and Stay will remain on the form.

There is no Save As in ServiceNow but Insert closely emulates this functionality.

Please note that the Insert and Insert and Stay options are disabled by default for task-based

records (ex. Incidents and Change Requests). You can override this behavior by setting a system

property to show these options for task records.

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 Lab 1.3:
Form Configuration

As the Service Desk

Manager, I need testing-specific

information on the

incident form so we can

maintain the quality of data

needed to accurately identify

Time Create and configure a new form view using and resolve employee testing
Form Design
15-20m Create and update Infinity incident records
issues.

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 Lab
Form Configuration 1.3
615-20m

Lab Objectives

You will achieve the following objectives:

Create and configure a new form view using Form Layout and Form Design

Create and update Infinity incident records

Scenario

Internal employee testing of Infinity has proven worthwhile for a number of reasons.

Winnie Reich will lead an initiative to further improve and organize Infinity testing support by

requesting a new form view on the incident table that contains appropriate fields for

accurately identifying reported issues.

Lab Dependency: Requires the completion of Lab 1.2

A. Create the Infinity Form View

1. Verify you are logged in as the System Administrator.

Note: End the impersonation for Kevin Edd if you havent already from Lab 1.2

2. Incident > Open

3. Open the record for INC0000061

4. Open the Form Context Menu and select Configure, then finally select Form Layout:

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 The Configuring Incident form page displays:

5. Find and highlight the Location field under the Available list:

Note: The Location field may not be

where you expect it to be.

Try highlighting the first field in the

Available column and start typing

Location to find it quickly

6. Click the Add button (>) between the Available and Selected list:

Note: Adding a field to the form this

way adds it to the bottom of the

Selected list.

To move the field, the Move up and

Move down buttons must be used.

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 7. Use the Move up button (^) to move the Location field under Configuration item.

Challenge: Another way to organize and reorder configuration items is to first select the
field in the Available list, then select the field under which you want to put the item in the

Selected list, and arrow over. This allows you to place the item where you would like

without using the up and down arrows.

8. Select Save to return to the incident form.

9. Verify Location appears under the Configuration Item field:

B. Modify Form View Using Form Design

While Form Layout can be used to modify the form view, the Form Designer offers an

improved experience. Because of its graphical user interface, it makes it easier to visualize the

form views end result. Several additional configuration options are available in Form Design.

1. Open the Form Context Menu and select Configure, and then Form Design.

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2. The Form Designer will open in a new tab or window. The page should look like this:

Note: At the top left of the page are two drop-down menus in the header; the menu on the left

indicates the table the form view is associated with, and the menu on the right includes the

various views defined for the selected table.

3. Open the view (right) menu and select New... at the bottom of the list.

4. Enter the View name: Infinity Form

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5. Select OK.

Note: The new Infinity Form view is automatically selected in the view menu on the pages

header:

6. On the Fields tab of the Field Navigator on the left, scroll down to locate the Created

by field.

Note: You can search for a field or field type by using the search function in the Field Navigator.

In the Platform, it is pre-populated with the word Filter.

7. Add the Created by field to the form view:

a) Click and hold on the Created by field.

b) Drag Created by to the form layout, between Caller and Category.

c) Drop the field in the desired location on the form.

8. Repeat these steps to add the Updated and Updated by fields to the form within the

Incident section.

Note: We will be reordering fields later.

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9. Find the Service field on the form layout, then click the Remove field Service (X icon)

to remove it from the view:

10. Remove these additional fields: Service offering, Universal Request, and Transfer

reason.

Note: The X icon name changes based on the field. In this example, the tooltip text

shows Remove field Service when hovering over the Xicon. For the caller field, the

tooltip text shows Remove field Caller.

Removing a field returns it to the Fields tab of the Field Navigator, so it may be re-added

to the form if desired.

11. Click and drag the Contact type field to be displayed beneath the Number field:

Note: You can reorganize the fields by selecting this icon

12. Repeat this step to reorganize the fields in the Incident section to match this layout:

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C. Define a New Field

1. From the Field Navigator, click the Field Types tab to add a new field to the form

layout:

2. Scroll down to find the True/False field type or search for it using the Filter.

3. Add the field to the form layout under the Caller field:

4. Click the Edit field New True/False (gear icon) to configure the fields properties.

5. Input the following values:

Label: Employee
Name: u_employee

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 Note: The name features the prefix u_ to indicate it is a user-created item. This is a common

naming convention used throughout ServiceNow.

6. Close the Properties window by clicking the close icon (x).

Note: Clicking the close icon (x) automatically saves newly modified field properties.

7. Select the Save action from the page header to save the form view:

8. Close the Form Design tab/window and return to the ServiceNow lab instance.

9. Select Reload form from the Form Context Menu to

reload the form and update the View options

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 10. Open the Form Context Menu, select View, and select Infinity Form to display the

form as designed!

D. Create and Update Incident Records

With the new form view defined, the next steps are to update Infinity testing records by

inputting the information into the correct fields. These steps will be completed by Kevin Edd.

Kevin Edd also received a new incident from Buster Wubbel in person. Submit a new incident

to capture the details provided by Buster Wubbel.

1. Impersonate Kevin Edd.

2. Incident > Create New

3. Populate the (mandatory) Caller and Short Description fields first with the following:

Caller: Buster Wubbel

Short description: Issue discovered with two step authentication

4. Open the Form Context Menu and select Save.

5. Then apply the Infinity Form view and fill out the rest of the form with the following:

Contact type: Walk-in

Employee: [checked]

Category: Software
State: In Progress

Assignment group: Service Desk

Description: Authentication requirements for logging in to Infinity are not working

as expected.

Note: The Location field should have populated automatically because of the Caller value input.

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 6. Choose Save by opening the form context menu or by right-clicking the form header.

7. Open More options from the form header, select Add Tag.

8. Start typing EIT in the search and add the EIT tag.

9. Update the record

10. If the active incidents list does not display, navigate to Incident > Open

11. Apply the Infinity Testing filter. There are now four total open Infinity employee

testing incident records. (The incident number may be different than shown):

Challenge: (REQUIRED) Update records to change the state, assignment group, and

Employee checkbox values as shown in the table, below.

HINT: Using the Personalized List gear icon, you can add the Employee field to the list view.

Use the strategies of your choice to update the following records Save the record when done:

Number Employee State Assignment group

INC0000023 True In Progress Service Desk

INC0000042 True In progress Service Desk

INC0000061 True On Hold Service Desk

NOTE: If required, set the value for the On hold reason and Additional Comments (Customer

visible) fields to Awaiting Caller. End the impersonation when done.

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Lab Verification

1. Impersonate Megan Burke (a member of the Service Desk group)

2. Navigate to Incident > Open and apply the Infinity Testing list filter. In addition,

apply the Infinity List view if not already selected.

3. Verify there are four (4) open Infinity Incidents:

4. Select New to create a new incident

5. After populating the Caller and Short Description fields, Save the record. Use the

Form Context Menu to select the Infinity Form view, and the format matches the

screenshot below:

Note: Incident Number may be displayed differently. End the impersonation of Megan Burke.

Well done! You have created a new form view which can be used

by the members of the Service Desk group!

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Knowledge Check

Which field type displays as a check What are the three main components
box on the form? of Form Design?
- True/False - Page Header
- Field Navigator
Which field type displays information - Form Layout
from another table?

- Reference What allows fields to be populated

automatically when applied?

Which tool can be used to change the - Template

layout of the form view for all users?

- Form Design Which UI action saves information for

a new record and leaves the form?

- Submit

NOTE: These are not practice questions for the Certified System Administrator exam.

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 Section 1.4: Branding

User Story

As a change enablement specialist, I want

the branding of our ServiceNow instance

to align with the rest of the organization so

users have a seamless transition to the

ServiceNow platform and will more readily

adopt the solution.

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 Instance Personalization

Click the Settings icon from the

banner frame to personalize your
instance.

These settings affect only your user

account and are retained each time
you log in.

The Settings icon (gear) in the upper-right side of the Banner Frame contains additional settings and
options for personalizing your view of the platform.

NOTE: Users may be limited to what settings they have access to based on their role.

After selecting the Settings icon, the categories on the left (General, Theme, Accessibliity, Lists,
Forms, Notifications, and Developer) provide different settings, including:

General Tab: Compact the user interface optimizes the UI to display more information in the

browser window when this setting is enabled.

Theme Tab: Select a theme for the user interface. Select the System theme to return to the

default theme. Administrators can take advantage of changing the theme to easily

distinguish between sub-production instances of ServiceNow.

Accessibility Tab: Settings for user preferences that meet specific accessibility needs.

Lists Tab: Wrap longer text in list columnsallows for long strings to wrap in list columns

instead of appearing as one long line.

Forms Tab: Form sections and related lists appear in tabs when the Tabbed forms setting is

enabled. Also Related list loading is used to determine when Related Lists load on forms.

Notifications Tab: Allows you to enable various notification channels, as well as manage

your notification subscriptions.

Developer Tab: Settings for ServiceNow application developers.

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 Instance Branding

Many branding options are

accessible from:
System Properties > Basic

Configuration UI16

Different than personalizing an instance, configuring the system branding is something an

administrator can do to change the look and feel of the instance for any user who logs in.

Customization and branding options include:

Banner image, text and colors

Navigator background and text colors

Features which can also be customized:

Browser tab title

Color: Use the built-in color pickers to dynamically pick and preview branding options

System date/time formatting

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 Configuring logos, colors, and system defaults

Brand your instance with your company

logo and colors, as well as set basic system

defaults for:

Page header caption

Browser tab title

Time zones

Banner image for UI16

Format date and time

Header background color...and many

more options!

To complete basic configuration, you will need to gather the following information:

Obtain the company banner image (scaling to a maximum of 20px high)

Obtain the brand color hex or RGB numbers of your company. Use them to decide how to

configure the UI background colors.

The role required to make these changes is the admin role.

Another way to brand your instance is to navigate to System Properties > My Company.

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 Lab 1.4: Branding

As a change enablement

specialist, I want the

branding of our ServiceNow

instance to align with the

rest of the organization so

users have a seamless

transition to the ServiceNow

Time platform and will more

Use the UI16 and My Company modules to

10-15m brand the ServiceNow instance for all users readily adopt the solution.

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 Lab
Branding the Instance 1.4
65-10m

Lab Objectives

You will achieve the following objectives:

Use the My Company module to update the logo for Cloud Dimensions

Use the UI16 module to update the colors to match the Cloud Dimensions brand for all

users

User Story

As a change enablement specialist, I want the branding of our ServiceNow instance to align

with the rest of the organization so users have a seamless transition to the ServiceNow

platform and will more readily adopt the solution.

Required Resource(s): CloudDimensionsLogo-W.png available to download from the

ServiceNow Fundamentals class Knowledge Base

A. Locate the My Company module

As the System Administrator, you will modify the logo, text, and colors to match Cloud

Dimensions branding. The image has been provided by the Training and Certification

eLearning team and was included in the Class Lab Files article.

The first step will be to modify the logo and banner text for the instance.

1. As the System Administrator, enter the

keyword company in the Filter Navigator

2. Select the My Company module within the

System Properties application

3. Select [Update] for the UI16 Banner Image

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4. Select Choose File to browse your computer and select the

CloudDimensionsLogo-W.png file

Note: To select the file, double-click the file

name or click on the file name and select Open

5. Select OK.

6. Enter Cloud Dimensions <YourFirstName YourLastName> in the Banner Text field

Note: Replace <YourFirstName YourLastName> with your own first and last name. This example

will display the name Sys Admin.

7. Update the record and refresh the browser

8. Verify the UI banner image and banner text have been updated

Well done! Now that the logo and instance name (banner text) have been updated, it is

time to update the color scheme to match the Cloud Dimensions brand.

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B. Modify Instance using the UI16 Module

1. Use the Filter Navigator to locate the Basic Configuration UI16 module. (System

Properties > Basic Configuration UI16)

2. Verify the fields on the form match the following (modify if necessary):

Page header caption: Cloud Dimensions <YourFirstName YourLastName>

Browser tab title: Cloud Dimensions ServiceNow

Banner image for UI16: [CloudDimensionsLogo-W.png]

3. Modify the fields according to the following color scheme:

Note: It may be easier to enter the color (e.g. #1d3341) in the first field in the list, then copy the

number and paste it into the other fields with that color assignment.

As you enter values, especially for color fields, changes may or may not display in real-time.

Some changes may not be visible until the form is saved, and the page refreshed.

Color Applies to

#1d3341 - Header background color

- Navigation header/footer

- Navigation background expanded items

- Navigation selected tab background color

- Navigation unselected tab divider bar color

- Navigation separator color

#ffffff - Border color for UI16

#388ac7 - Header divider stripe color

- Unselected navigation tab icon and favorite icons color

#2de8e4 - Navigation selected tab divider bar color

- Currently selected Navigation tab icon color for UI16

#293e40 - Background for navigator and sidebars

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 4. When finished, click the Save button.

Lab Verification

1. Verify the color scheme, banner, and text matches the Cloud Dimensions System

Theme by returning Home.

Note: You can access Home by selecting the Cloud Dimensions logo in the top-left corner or by

navigating to the Home under Favorites.

Congratulations!

You have branded the instance to align with the rest of Cloud Dimensions!

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Knowledge Check

Which icon on the banner frame is What are some reasons for changing
selected to customize an the look and feel of a ServiceNow
individuals instance? instance?
- System settings (gear icon) - To distinguish between
production and non-production
instances
Which module allows an admin to - To comply with corporate
change the look and feel for an branding and themes
instance? - To increase user acceptance
- System Properties > Basic - Any others?
Configuration UI16

NOTE: These are not practice questions for the Certified System Administrator exam.

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 Module 2: Collaboration

User Interface and Navigation Module Objectives

Discuss when the My Work and My Groups Work modules should

Collaboration
be used

Demonstrate how to use work notes, additional comments, and

Database Administration
connect chat to collaborate on a task

Self-Service and Automation Create a new email notification

Create a report by modifying an existing report using the Report

Introduction to Development Designer

Share a report with a group

Capstone Project

Labs and Activities

Lab 2.1: Task Management

Lab 2.2: Notifications

Lab 2.3: Reporting

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 Section 2.1:
Task Management

User Story

As the Service Desk Manager, I need to

support partner testers with finding

knowledge and the ability to submit

incidents so my team can more quickly

resolve unknown issues.

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 What is a ServiceNow Task?

Within ServiceNow, all work to be

done is handled through tasks

Task
A task is any record that can be
[task]

assigned or completed by a user in

ServiceNow
Incident

[incident]

A task record is created from a

table that extends the Task [task] Problem

[problem]
table

Change Request
Work is performed upon a task
[change_request]

and it is eventually moved to a

closed state ...

Tasks are created by users who are requesting the task to be performed, and are then updated as

the work defined by the task is completed. Tasks can be assigned to specific users or user groups.

The Task [task] table is one of ServiceNows core tables and provides a series of standard fields used

on each of the tables that extend it, such as the Incident [incident] and Problem [problem] tables. In
addition, any table which extends Task can take advantage of task-specific functionality for driving

tasks, including:

Approvals: Approvals can be generated to a list of Approvers, either manually or

automatically, according to Approval Rules. Approvals can be incorporated into flows (or
workflows) or can stand alone.

Assignments: Assignment rules can automatically assign tasks to users or groups, ensuring

that tasks are handled by the most appropriate team members.

Service Levels: Service level agreements can track the amount of time that a task has been

open, to ensure that tasks are completed within an allotted time.

Inactivity Monitors: Inactivity monitors ensure that tasks do not fall by the wayside by

notifying users when tasks have been untouched for a predefined period of time.

Flow: An administrator can specify a specific process to apply to tasks that meet certain

conditions. After a task is created that meets the conditions, the flow applies an automated

process to the task. The process is defined in Flow Designer or the Workflow editor.

NOTE: Table extensions will be discussed in detail in Module 3: Table Relationships.

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 Task Assignment

1 2 3

Add Users to Groups Apply Roles to Groups Assign Tasks to Groups

Service Desk 1 Service Desk

4
schedule_admin
Service Desk Assign Tasks to Users

itil
1 2

catalog

Group Roles Grant Users Access to Tasks

Users can belong to more than one group, and groups identify a subset of users based on roles.

Users in groups can be assigned permissions to:

approve, change, or resolve incidents and requests

provide a reference for alerts and notifications

receive email notifications

Every user belonging to a group inherits that group's roles, so the preferred method of role

management is:

add users to groups

assign roles to groups

When removing a user from a group, roles inherited by that group are revoked for that user.

Similarly, a group may contain other groups, where a child group inherits all roles owned by its

parent. Users added to child groups gain roles of that child group plus any parent groups.

NOTE: Group names are unique in ServiceNow.

With groups defined, tasks can be assigned to groups and then to single users belonging to that

group. In other words, a task record can be assigned to an assignment group and an assigned user.

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 Task Assignment: Assignment Rules

Assignment rules can automatically set a value in the assigned_to and assignment_group fields of a task record.

Conditions defined in the assignment rule determine when the rule will trigger and what values it will set.

Create an assignment rule by navigating to the System Policy > Rules > Assignment module.

An assignment rule must also meet these additional criteria to run:

The task record has been created or updated. Assignment rules do not apply to unsaved

changes on a form.

The task record must be unassigned. That is, the record cannot have an existing value for

either the assigned_to or assignment_group fields. Assignment rules cannot overwrite

existing assignments (including assignments set by a default value or a previously run

assignment rule).
The assignment rule is the first rule that matches the table and conditions. If more than one

assignment rule matches the conditions, only the rule with the lowest order value runs

Additionally, assignment rules can be scripted, giving even more flexibility on the trigger and

outcome.

Assignment lookup rules is another type of assignment rule that can be created by navigating to the

System Policy > Rules > Assignment Lookup Rules module. These rules only apply to incident

records and have fewer options, compared to the other assignment rules.

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 Task Assignment: Predictive Intelligence

Predictive Intelligence uses

Predictive

Intelligence machine-learning algorithms to set

Requester Intelligent
field values during record creation
Action

Improve efficiency and quality, and

resolves requests
reduce cost by:
Categorizes Assigns

faster requests requests

Reducing task resolution times
Makes 100,000+

requests using the Reducing the number of interactions

Short Description Prioritizes

required to resolve tasks
requests

Reduce the error rates of

categorizing and assigning work

Decreases time

to resolution
Learn more about Predictive

Reduces error Intelligence in Now Learning

rates and cost

Users with the admin or ml_admin role will be able to initiate the setup of Predictive Intelligence.

Once activated and defined, Predictive Intelligence is truly personalized machine learning tailored

to your data.

For example, when an incident is created, ServiceNow will automatically assign the correct

category, priority and assignment group based on the records short description. A requester no

longer has to scroll down multiple lists to choose the most appropriate category. Additionally, the

incident created gets the right attention and SLA it deserves, thus increasing the overall service

level satisfaction.

This functionality does require multiple plugins more information about setup and initial
configuration can be found by searching ServiceNow Product Documentation: Activate Predictive

Intelligence.

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 Accessing Tasks: My Work / My Groups Work

The Service Desk application menu My Work

allows you to locate all work assigned
List of all active tasks assigned to you,
to your group(s) or to you.
including:
Change Request

Group Approval

Incident

Knowledge Base Submission

Request

Security Case

Visual Task Board Task

My Groups Work
The itil role is required to access the
List of all active tasks assigned to your
My Work and My Groups Workmodules
group(s) but not yet to an individual
in the Service Desk application

There are various features for managing and closing task records.

You can quickly locate all work assigned to your group or to you specifically in ServiceNow, using the

Service Desk application.

When an active task (which might include work such as incidents, problems, changes, and more) is

routed to your group, it can be located under the Service Desk > My Groups Work module. From

there, a group member or manager may assign the task to an individual within the group.

At that point, locate any active task specifically assigned to you under the Service Desk > My Work

module.

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 Connect Chat and Workspace

Chat
Connect Chat is a messaging

tool that lets you work with

others in real-time

Workspace

The Connect Workspace

provides a full-screen view

of all your Connect Chat

conversations in one place

Click the Open Connect

standalone interface icon
to open the Workspace

ServiceNow provides several tools to help you communicate with your team in real-time, based on

information within the platform. Connect Chat is accessible from the Connect icon in the Banner

Frame (opens a sidebar within the Content Frame). You can create new conversations with

individual ServiceNow users or create custom chat groups. A green dot indicates participants who

are currently online. Additional options allow you to add attachments to the chat, customize your

notifications to stay in the loop on the conversation, and easily view and update related records.

The Connect Workspace provides a full-screen view of all your Connect Chat and Connect Support

conversations in one place, plus additional tools to help keep track of important information in
conversations. To open the Connect Workspace, navigate to Connect > Connect Chat or click the

Open Connect standalone interface icon from the Connect Sidebar. If you do not have any recent

conversations, a screen appears with helpful information about Connect.

The Connect Workspace interface is made up of three major components:

Connect Sidebar: Provides access to conversations. The Connect Sidebar behaves the same

way in the Workspace as it does in the Connect overlay. The only difference is that the

sidebar appears on the left edge of the Connect Workspace.

Conversation Pane: Displays the currently selected conversation.

Conversation Tools: Provide quick access to key information, conversation members,

attachments, and notification preferences for the currently selected conversation. Some of

the conversation tools vary depending on the type of conversation.

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 User Presence

The User Presence feature facilitates synchronous collaboration within one record.

See who is online, view their current status, and what they are viewing or editing, all in real -time.

Imagine a scenario in which you have a critical issue documented in a Priority 1 record. Multiple

stakeholders may need to view and update the record simultaneously. The User Presence feature

facilities that collaboration, showing you who is viewing the record, displaying the record activity

stream, and even allowing you to customize notifications alerting you to record updates.

The number of active viewers is listed in the form title bar. Click for a list of viewers.

NOTE: If you do not see this icon, you are the only viewer on this record.

Click the Show Activity Stream icon to jump to the record Activity section, which includes the

record history and updates by you and other viewers.

Follow the record to receive notifications when the record is updated. OpenConnect to customize

these notification or start a real-time conversation with record viewers and other stakeholders.

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 User Presence: Real-Time Editing

Edit records in real-time and see edits saved by other users, improving collaborative efforts.

Real-time editing is an extension of User Presence. It allows you to work with others on the same

record, indicating their state (editing or viewing) as well as what their edits are (shown through the

blue "pulse" icons in this screen capture).

User Presence enables you to work on task records seamlessly with others using entirely different
interfaces or devices to perform tasks. This is achieved when using Visual Task Boards (VTBs),

Connect Chat, Apple Watch, and more.

User Presence is about working with others in real-time - reducing record resolution from days to

mere minutes.

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 Notes Tab: Work Notes and Additional Comments

Use the Notes tab in a record to communicate to stakeholders

and document task activities throughout the task's lifecycle

The Show all journal fields

icon allows you to

display multiple fields under

the Notes tab, including

Work notes and Additional

comments

Once enabled, you can then

click the Show one journal

field icon to only display

the Work notes field

The Notes tab allows you to document task activities throughout the tasks lifecycle for both an

external and internal audience. Depending on the task record type, additional fields may be

available to accomplish similar outcomes including, but not limited to, the Additional comments

field. In the example seen here, an incident records Notes tab is displayed.

1. The Work notes field provides a way to document all the technical and behind-the-scenes

work on a task. Upon saving, Work notes are stored in the record Activity section, where

they can be viewed by users with permissions to view the record. Fully documenting work

notes is beneficial for Knowledge Management and critical for continuity in the task
management process. Work notes are only visible to process users and are not available to

external users or customers.

2. Use the Additional comments (Customer visible) field to communicate back and forth with

the requester and other stakeholders directly in ServiceNow. For example, you may want to
keep the customer apprised of progress on their record or request additional information.

Upon saving, the additional comments (including the updated information and comments

history) are emailed directly to the requester. When the requester receives an email

notification containing additional comments, they can respond directly to the email and

their feedback will be documented in the Activity log of the record, along with your
additional comments.

NOTE: When responding to an email from ServiceNow, do not change the Subject as it may not

be saved to the correct record.

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 Notes Tab: Activity

Who?
The Activity section

located under the Notes

tab provides a complete
history of a record.
What?

It details:

Who made an update?

What was the update?

Whenwas the update

made?

Selecting the filter (funnel)

When?
icon allows activity
information to be filtered.

From creation through to closure, the entire history of an task record is automatically tracked and

recorded in the task Activity section, located within the Notes tab.

The Activity section, which is read-only, documents when a change was made and by whom. These

changes include assignment and reassignment, additional comments and work notes, updated field
values, state changes, and more.

The funnel icon in the top-right of the Activity section allows you to filter your view to see only your

desired categories of information.

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 Activity Stream Inline Editing

The activity stream inline editor enables users to contribute to actual work within a record
without opening a form interface.

3
2

Just like real-time editing on a form, inline commenting on the activity stream means you can

annotate records as updates are made, allowing multiplied efforts across several pieces of work

simultaneously.

To do so, navigate to a list of active task records, then:

1. Click Show activity stream in a flyout window from the list header

2. With the window open, scroll down to browse the records recently updated and hover over

an update you wish to comment, then click Comment

3. Enter your comment into the text field, (select the checkbox for Additional comments
(Customer visible) if applicable) then click the Post button

A benefit of activity stream inline editing is that you are able to update multiple active records

without having to open a single record.

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 Visual Task Boards
Taskboard tools

Quick Panel
Transform your lists and forms into

an interactive graphical experience Lanes

using Visual Task Boards (VTBs)

Visual Task Boards allow you to: Cards

Manage your tasks through a

visual, drag-and-drop interface

Identify process bottlenecks at

a glance, in real-time

Track embedded activity screens

to view updates all in one place

Use Visual Task Boards (VTBs) to create a personal to-do list, collaborate in real-time with group

members on assignments, and more. Displayed graphically as lanes and cards, VTBs provide a

landing page to view and organize work in ServiceNow.

There are two types of VTBs:

Freeform: Use Freeform boards as your personal organizer, creating individual tasks of any

kind and freely adding, removing, and modifying cards and lanes

Data Driven: Allows you to add tasks to a flexible or guided task board. Create filters to

display specific records from a table.

To get started with a Visual Task Board, navigate to Self-Service > Visual Task Boards and follow the

displayed instructions for creating a board.

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 Lab 2.1:
Task Management

As the Service Desk

Manager, I need to support

partner testers with finding

knowledge and the ability to

submit incidents so my team

can more quickly resolve

Browse the Service Portal

Time unknown issues.
Submit an incident from the Service Portal

10-15m Use work notes, comments, and chat to

cooperatively manage an incident

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 Lab
Task Management 2.1
610-15m

Lab Objectives

You will achieve the following objectives:

Browse the Service Portal

Submit an incident from the Service Portal

Use work notes, comments, and chat to cooperatively manage an incident

User Story

In addition to internal testing, Cloud Dimensions has begun allowing major partners to test

Infinity devices.

Before submitting an incident to report a problem, these partner users have been instructed to

first browse the Knowledge Base in the Cloud Dimensions Service Portal.

If the user is unable to find a solution to their problem, they are instructed to submit an incident

so they can receive support by an agent in the Infinity Customer Support group.

The Infinity Customer Support group has defined processes for incident assignment and

resolution, which uses assignment rules and connect chat to ensure the best help is offered to an

end-user.

A. Browse the Service Portal

Start this lab by logging into the Cloud Dimensions Service Portal as a partner user experiencing

problems during Infinity testing.

1. Navigate to Service Portal > Service Portal Home.

Note: Service Portal will open in a new window.

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 You should be brought to the Service Portal login screen:

4. Log in using the following user credentials:

User name: jon.floyd

Password: floydpass

5. Type infinity holograph broken into the How can we help? search bar on the home

page; then press enter on your keyboard.

No Results will display:

Note: Typing either infinity or Infinity will result in No Results.

Assume Jon Floyd continued browsing the Knowledge Base but was unable to discover a

solution for the issue he is experiencing. As established by partner procedure, he will now

submit an incident to receive help from Cloud Dimensions.

6. Click the ServiceNow logo in the top-left corner to return to the homepage where you

will submit an incident.

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B. Submit an Incident

1. Select Get Help:

2. Locate and select Create Incident.

3. Fill out the form as follows:

Urgency: 3 Low

Please describe your issue below: The Infinity is having trouble displaying clearly.

4. Select Submit.

5. Log out of the instance as Jon Floyd using the User menu.

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 Note: If you opted to use another browser for these steps, return to the original session and move

to step 1 of the Update the Incident section below. Otherwise, continue on to the next step.

6. From your instance URL, remove the /sp suffix (including everything that follows) to

exit the Service Portal and return to your instance.

7. Press Enter on your keyboard to return to the normal login screen.

C. Update the Incident

1. Log into the instance as the System Administrator.

Note: If you experience issues with the interface caching, refresh the browser and click on the

ServiceNow logo.

2. Impersonate Rita Center.

Note: Rita is a Customer Support Agent on the Infinity Customer Support group specializing in

software-related issues.

3. Service Desk > My Groups Work.

Note: The incident was automatically assigned to Ritas group (Infinity Customer Support) by

an existing assignment rule created for the purpose of this exercise.

4. Locate and open the most recently created incident record (submitted by Jon Floyd) and

update the following:

State: In Progress

Assigned to: Rita Center

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5. Save the record using the form context menu.

Note: Assume Rita has remotely accessed Jons

device and found no apparent issues so she will

assign this to her colleague.

6. Update the incident as follows:

Category: Hardware

Assigned to: Trey Tout

7. From the form header, click the Follow button:

Note: Rita will now receive notices when any new comments or work notes are added.

Additionally, Rita can now use chat to facilitate the resolution of this incident with peers.

8. Open the Connect Sidebar to locate the conversation around the incident:

9. Update the incident record to inform Jon that it must be escalated to another team:

a) From the Notes tab, check the Additional comments (Customer visible) checkbox.
In the Additional comments field, type: Hello Jon, I was not able to find anything

on my end, but this incident will be escalated appropriately.

Note: Confirm the Work notes field label changed to Additional comments (Customer visible

before posting.

b) Click the Post button

10. The comment now appears under the Activity section:

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 11. Save (do not Update) the record.

12. Select the Infinity is having trouble

conversation from the Connect Sidebar to a

open a chat window.

13. Add Trey Tout to the conversation:

b
a) Click the Add User icon
c
b) Search for Trey Tout

c) Select his name

14. With Trey added to the conversation, type the following message into the Worknote

text field at the bottom of the chat window:

Hello Trey, I thought you could help with this as there are no software issues

detected. Thanks!

15. Press Enter on your keyboard to send the message.

D. Update the Incident

1. Impersonate Trey Tout.

Note: Trey is an Engineer on the Infinity Customer Support group. If you are unable to find his

name while impersonating Rita, switch back to System Administrator before impersonating again.

2. Open the Connect Sidebar to view the conversation from Rita:

3. Click on the conversation to view the chat history.

4. Open the incident by selecting the View Document icon on the chat window header.

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5. Once the record form is visible, close the chat window and collapse the Connect

Sidebar.

6. Under the Notes tab, click the Show all journal fields icon to the right of Work notes:

Note: The Show all journal fields displays both Work notes and Additional comments, making it

easy to add both internal and external comments to the record.

7. Update the Work notes with the following:

Not enough information provided, contacting the customer to request more.

8. Click the Post button. Your Work notes field should look like this:

9. Change the record State to On Hold.

10. Select the Awaiting Caller as the On hold reason.

11. Notice the asterisk next to Additional comments field. Update the Additional

comments (Customer visible) field to say the following:

Hello Jon, I have been added to help resolve your issue. Could you please provide

additional information about what you are experiencing? Thank you.

Your Additional comments field should look like this:

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 12. Scroll down and click Update.

13. Notice the Connect Sidebar icon has changed, indicating new messages have been

received:

14. Click on the new message and review the messages. Click View Document to review

the changes.

Note: Although the incident was not resolved at this time, Jon will be able to respond to Treys

inquiry and provide more information to identify a solution.

LAB VERIFICATION

Updates to an Incident

Review the updates made to the Activity section, recognizing internal (work notes) and

external (additional comments) communication:

Congratulations, you have completed

the Task Management lab! Youve

learned how easy it is to submit an

incident from the Service Portal, locate

the incident in ServiceNow, and

collaborate using Connect Chat to

resolve the incident!

12
Knowledge Check

Which module displays a list of tasks Which tab contains the activity

assigned to a users group, but not stream for a task?

yet assigned to an individual? Notes

My Groups Work

What is the difference between Which tool enables users to

Work notes and Additional collaborate on a task real-time and

Comments? links conversations to records?

Work notes are visible to only Connect Chat

those who can view the task

Additional comments are visible

to the customer (requestor)

NOTE: These are not practice questions for the Certified System Administrator exam.

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 Section 2.2:
Notifications

User Story

As the Data Security Manager, I want the

assignment group manager, and me, to be

notified whenever a critical (P1) security

incident is created so we can reduce our

exposure by properly prioritizing resources

to resolve the incident quickly.

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 Email Notifications

Notifications can be triggered by events

in the platform and require no scripting

knowledge. Use notifications to notify

users about activities in ServiceNow (i.e.

updates to incidents or change

requests).

A notification is a tool for alerting users when events that concern them have occurred through the

following methods:

Email

SMS

Meeting Invitation

Notifications are received by configured users and voluntary recipients and can notify of specific

activities in the platform, such as updates to incidents or change requests. To access a new

notification record, navigate to System Notification > Email > Notifications

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 Creating Notifications

1 2 3
Choose When to Send Choose Who will Receive Choose What it will Contain

HR may use notifications to communicate an office closure due to inclement weather

Inform customers of the latest information on their open incident
Feature
An account executive is notified that a contract is expiring
Use
Cases

Creating notifications allows administrators to specify:

When to send the Notification

Who receives the Notification

What content is in the Notification

What Digest will contain (if the Allow Digest checkbox is selected on the Notification form)

Notifications can be sent when a record is Inserted or Updated (or both) into a table, only if the

specified conditions are met. They can also be sent when an event is fired in the Platform.

Notifications can also be triggered and configured using scripts.

Send notifications to specific users and/or groups. If you address the Notification to a user with an

inactive record in the User [sys_user] table, the system does not send the notification to that user.

TIP: Consider limiting the recipient list of any notification to 1000 users. By default, if a notification
has more than 100 intended recipients, the system creates multiple notification messages with up

to 100 recipients each. If you want to change the recipient limit, set the system
property glide.email.smtp.max_recipients.

If using an Email Template then Subject andMessage will be used from the template unless

overridden with a different (new) subject and/or message.

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 Notifications: Dot-Walking

Dot-Walking gathers information from a series of tables through reference fields.

1. From Users/Groups in fields, select the

reference field you will dot-walk through

2 3
2. Clickthe ExpandItemicon( +) 1

3. Select the field which holds the value to be 4

referenced

4. Clickthe Add Itemicon ( >)

Starting Incident [incident] User [sys_user]

Table Caller Field: David Loo Manager Field: Bud Richman

Imagine sending a notification when an update is made to an incident.

The recipients of this notification include the user who is experiencing an issue and the user that is

assigned to resolve the incident. In the base system, this is easily achievable because the fields
representing these users are a part of the incident record by default (Caller and Assigned to,

respectively).

A variation of this could include sending the notification to the callers manager as well, but this

would require dot-walking because the Manager field (and value) is not found on the incident table.

To achieve this while defining a notification, dot-walk through the Caller field to the User table. This

is possible because the value stored in the Caller field is simply a user record, referencing data

stored on the User table. After dot-walking to the User table, all of this tables fields (and their

stored data) is accessible, including the Manager field.

In the example illustrated above, the caller of an incident is David Loo. Davids manager, Bud
Richman, is also able to receive the notification because of dot-walking.

Another benefit to using dot-walking is that notifications do not rely on hardcoded data instead,

the values are automatically populated based on the fields selected. In other words, this notification

will automatically identify the caller and the callers manager (if applicable) based on the

information provided within the incident.

NOTE: Dot-walking can be used across the Platform in places such as Form Layout, List Views,

Reports, Flow Designer, etc.

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 Notifications: Subscriptions

Subscriptionsallow users to be informed of

various activity occurring in the platform,

whether it directly relates to them or not.

In addition to email notifications, Short

Message Service (SMS) is supported, also

known as text messages on mobile devices.

The Notifications page of Settings is where users can define notification channels (methods of
receiving notifications), as well as manage their subscriptions to system notifications.

SMS (Short Messaging Service) is the standard protocol used to deliver short text messages to

mobile devices. Most mobile phones support SMS, even if they do not support more sophisticated
messaging, like email notifications.

Notifications to SMS devices are particularly useful when critical events require immediate

attention, and waiting for an email notification to be accessed and viewed is too slow.

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 Lab 2.2:
Notifications

As the Data Security Manager, I

want the assignment group

manager, and me, to be notified

whenever a critical (P1) security

incident is created so we can

reduce our exposure by

properly prioritizing resources

Time
Develop a new email notification
to resolve the incident quickly.
10-15m Test the notification

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 Lab
Notifications 2.2
610-15m

Lab Objectives

You will achieve the following objectives:

Develop a new email notification

Test the notification

Scenario

Buster Wubbel manager of Infinity Security has requested that a notification be created to

alert him and his team whenever a critical employee Infinity incident is active and categorized

with Security. Additionally, the notification should alert any manager of the assigned group,

seeing as the incident is urgent.

A. Develop a Notification

We will assume Buster Wubbel has shared the notification requirements with the System

Administrator whom you will impersonate to create the new notification.

1. End the impersonation for Trey Tout.

2. Navigate to System Notification > Email > Notifications.

3. Select New.

4. Select the More options menu, then select Toggle annotations on / off.

Note: Annotations appear on various

forms and contain useful information. It

is always recommended to read them

before toggling them off.

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 5. Set the Name to P1 Infinity Incident.

Note: This notification will be defined to inform the Infinity Security group and the assignment

groups manager whenever a critical (Priority 1) employee Infinity security incident is active as a

result of being created or updated.

6. Select Incident [incident] from the Table field.

Once the table has been identified, you will configure When to send the notification, Who will

receive the notification, and What the notification will contain.

7. Under the When to send tab, set the following values:

Inserted: [checked]

Updated: [checked]

Conditions:
Active | is | true AND

Priority | is | 1 Critical AND

Category | is | Security AND

Short description | contains | Infinity OR

Short description | contains | infinity

Note: The Security category choice was previously defined for this exercise.

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8. Select the Who will receive tab.

9. Click the Unlock icon (closed lock) for Users/Groups in fields:

Note: Instead of selecting a user by

name and hardcoding a specific user to

the notification, select a field that

contains the data of a user account.

Doing so will require dot-walking tables.

10. Select Assignment group (+) under the Available bucket and click the (+) to expand.

Note: The (+) icon indicates a field is a reference field, which can be used to dot-walk from one

table to another.

11. Scroll down and select Manager [+] under Assignment group

12. Select the Add Item icon (>).

13. Select the Lock Users/Groups in fields button (open lock) to lock the selection.

Note: This adds Assignment group.Manager to the Selected bucket or, in other words, the

notification will be sent to the manager of the incidents assignment group.

14. Click the Edit Groups icon (closed lock) on the Groups field:

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 15. Type Infinity in the Search box

16. Select Infinity Security.

17. Select the Lock Groups button (open lock) to lock the selection.

Now that you have configured who will receive the email notification, its time to configure

what the email notification will contain.

18. Select the What it will contain tab.

19. Type the following into the Subject field:

IMPORTANT! P1 Infinity Security Incident Created

20. Add a dynamic value placeholder to the subject:

a) From Select variables, expand the Fields list by clicking the + icon

b) First select the Message HTML field, and then scroll down and select the Number

field variable.

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 c) Highlight ${number} in the Message HTML field and copy the text to your clipboard

d) Place your cursor at the end of the text in the Subject field

e) Press the spacebar on your keyboard once

f) Paste the ${number} text from your clipboard

Note: The ${number} placeholder is added to the end of the subject text and is dynamic,

meaning it will automatically populate with the incident number value of the record that

triggers the notification. Additional placeholders can be found and added from the Select

variables section to the subject and Message HTML fields.

21. Update the Message HTML field to include the following text, replacing any existing
text:

Critical Incident ${URI_REF} has been created with an Infinity Security category.

Note: The ${URI_REF} placeholder includes an upper-case i after the UR text. Check to see

how this placeholder behaves after the notification is generated.

22. Click Submit to save the notification.

B. Test and Verify the Notification

Create an incident to trigger the notification, then check to verify it was sent.

Note: Email is not enabled for the ServiceNow Lab Instance.

1. Impersonate Buster Wubbel.

2. Incident > Create New.

3. Fill out the record as follows:

Caller: Buster Wubbel

Category: Security

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 Impact: 1- High

Urgency: 1- High

Priority: 1 Critical (autofills)

Assignment group: Service Desk

Short description: Testing P1 Infinity Security Notification

4. Submit the incident.

5. End the impersonation.

LAB VERIFICATION

Email is disabled on the student instance, so you will need to impersonate the System

Administrator to check the instance email logs.

1. Navigate to System Mailboxes > Outbound > Outbox

2. Locate the record with the Subject IMPORTANT! P1 Infinity Security Incident

Created INC#######, then click on the Created timestamp to open the record.

2021-01-09

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3. Scroll down to the Related Links section of the form and select Preview Email to

display a preview of the message received by the recipients:

4. Verify the correct incident number is displayed and that it links to the incident form.

Note: The ${URI_REF} placeholder renders as a direct link to the incident record. Click it to

review the incident submitted by Buster Wubbel. The incident number may be different in your

instance.

Great work! You have successfully created and tested a new email notification.

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Knowledge Check

What can trigger a notification? Which three tabs are used to

configure an email notification?
Record inserted or updated

Event is fired
When to send

Who will receive

A script
What it will contain

What is used to get information from Where can users define notification
tables through referenced fields? channels and manage subscriptions?

Dot-Walking System Settings > Notifications

NOTE: These are not practice questions for the Certified System Administrator exam.

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 Section 2.3:
Reporting

User Story

As the Service Desk Manager,

I want a report that provides a high-level

summary of all incidents assigned, by

priority and category, so I can understand

the incident backlog and provide

additional support where needed.

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 What is ServiceNow Reporting?

Real World Use Cases

Management needs to have a report

Reports, prepared on an ad-hoc basis, show
automatically generated and delivered to
results by allowing users to view and analyze
her division for all P1 incidents that
ServiceNow data.
happened overnight

Vendor management needs to see a

Run predefined reports or create new custom
quarterly roll up of Service level
reports with the Report Designer.
compliance of their third party service
providers
Configure data visualization components in
HR may use reports to measure average
workspaces through Display and Component
Benefits Case load by assignee during
settings, making reports easier to navigate.
open enrollment

An agent needs to have evidence of his

performance managing cases over the last
quarter in preparation for his quarterly
review

Reports can be visually represented in many different ways, including bar charts, pie charts, dials,
lists, pivot tables, donuts, and more. Reports can be run manually or scheduled to be run

automatically. There are a range of predefined reports that pertain to applications and features like

Incident Management and Service Catalog requests, including Key Performance Indicator (KPI)

reports.

ServiceNow reports are interactive. Users with access can drill down into the report gauges to view

and manipulate the underlying data.

If none of the predefined reports meet your needs, you can create your own reports by navigating to

the Reports > View / Run module. Alternatively, you can simply click most column context menus in

any list to generate a report directly from the data in that list.

ServiceNow Reporting can easily answer such questions as:

Did I meet an SLA?

How many incidents did my team close in a month?

Metric Reporting: What was the average time from Incident open to Incident closed for each

Service Desk team?

For more information, navigate to Reports > Getting Started using the Application Navigator.

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 Report Types

The ServiceNow base instance comes with over 25 standard report types,
including:

Donut Pareto Heatmap

Other report types include: Speedometer, Dial, Single Score, Pie, Semi Donut, Bubble, Multi-Level

Pivot Table, Line, Column, Area, Spline, Bar, Histogram, Horizontal Bar, List, Funnel, Calendar,
Pyramid, Box, Trend, Control, Trendbox, Map, Pivot Table, and Text Analytics.

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 Create and Edit Reports

Creating a New Report from a List

1. Define and run a filter, displaying only the data to report on. 2. Open the Column Context Menu,
then choose Bar Chart or Pie Chart

Creating a New Report or Edit an Existing Report

Navigate to Reports > View / Run to create a new report with the Report Designer or open an existing report.

You can build reports from scratch, but it is often easier to start with a filtered list or an existing
report. When you start with an existing report, reporting configuration choices will be provided for

you. By modifying the provided options, you can configure the report to meet your needs. It is a

best practice to copy a base report then edit your copy.

Use the ServiceNow Report Designer to:

Leverage reporting visibility and available report types

Use multi-level filters, filter operators, and sort order to refine reports

View, create, edit, and schedule reports

Work with reporting roles

Use Related Tables (dot-walking and Database Views)

Advantages to modifying an existing report:

You can start with a report that already has the basic information and make minor changes

to get what you need

Browsing existing reports helps you learn which of the tables are relevant to the work you do

Helps you learn different uses for the various report types

You can leverage ITIL best practices by using Key Performance Indicator (KPI) reports

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 Report Visibility Controls

My reports Group Global All

Created by you and Reports that are Available to List of all personal,

only visible to you visible to everyone everyone group, and global

in your group(s) (all Process Users) reports

The Reports > View / Run module contains a library of reports which you can run and use to create
your own custom reports. Many of these reports came with the platform and others were created

by your reporting administrators specifically for your company. Head to the Reports > Getting

Started module to learn more about how to create and distribute reports.

The Reports page contains different sections for reports which are visible to different audiences.

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 Report Designer: Creating a Report

Report Designer is an interface used for creating or modifying ServiceNow reports.

It features four sections which provide reporting configuration options: Data, Type, Configure, and Style.

Each section of the Report Designer provides different configuration options:

Data: Provide a name for the report, as well as select the source from where your data

comes from. You can choose a data source, which is a predefined data set used for creating

reports; or a ServiceNow table.

Type: Select the visualization of your report by choosing a report type. There are 28 different
types to choose from!

Configure: Do things like group the data by a specific field(s) and run calculations against the

data.

Style: Adjust the look of your report, from coloring to titles, as well as making adjustments

to the report legend.

System tables are, by default, restricted from the reporting module. These tables include, but are

not limited to the following: syslog, syslog_transaction, sys_attachment, and sys_email.

NOTE: Every time you make an adjustment through these controls, remember to click the Run

button in the top-right to redraw the report with your changes.

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 Report Designer: Report Actions and Options

Report info Save report; options to Save,

Sharing Menu
Update, Insert, Insert and Stay,

and Save as data source

Delete report

Run report, does

not save/update

Update

Insert

Insert and Stay

Save as data source

Report actions become available once the report has been saved and they depend on your role.
Many of the actions are easily understood; therefore only some of them are detailed here:

Update: Overwrite report, return to the report list

Insert: Save a duplicate copy of the report, return to the report list

Insert and Stay: Save a duplicate copy of the report, remaining on the report
Save as report source: Allows you to create a pre-defined data set that can be used for

creating reports

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 Report Designer: Report Distribution

Share Publish

To make a report visible to a Steps to publish and view a report:

particular group or user, use
the Share option to select
Groups and/or Users 1. With desired report displayed click the

Sharing menu icon, then click Publish

2. Click the Copy report link icon from the

report header to copy the URL to your

clipboard

3. Open URL in browser

NOTE: The sys_property glide.report.published_reports.enabled needs to be set to true in order

to see the Publish option shown in the slides. For more information, please refer to the
ServiceNow Product Documentation: Publish a report.

When distributing a report, sharing has the ability to make the report visible to authenticated
users within ServiceNow.

From the Sharing menu, the following options are available:

Share: Specifies who can see the report. Options include:

Me (the user who created the report)

Everyone (all ServiceNow users)

Groups and Users (specific groups and/or specific users)

Schedule: Creates a scheduled email of the report as an attachment

Add to Dashboard: Adds directly to a Dashboard you choose. If the Dashboard has multiple

tabs, you can select a specific tab.

Export to PDF: Converts the report to a PDF which can be generated immediately or sent as
an email
Publish: Creates a URL for the report which can be used by internal and external audiences.
However, users may need to log into ServiceNow to view all of the data. Published reports
can be unpublished and no longer accessible.

For more information on options available under the sharing menu in Report Designer,
please refer to the ServiceNow Product Documentation: Share a report.

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 Reports and Performance Analytics

Number of New Incidents

When you report on a table
(for example, Incident or
Problem), information about
the current state of platform
data displays

Open Incidents by Age

Create management
dashboards, report on KPIs

and metrics, and increase

quality and reduce the costs

of service delivery using

Data
Performance Analytics.
Widgets Tables Collector Dashboards

Performance Analytics (PA) allows users to create dashboards with widgets to visualize data over
time in order to identify areas of improvement. With PA, users can learn to identify the metrics that

matter for business objectives, using out-of-the-box ServiceNow capabilities and content to address

measurement and reporting scenarios.

Unlike running a report in the Platform, developing and using an analytics solution is an ongoing and

iterative process that users can improve over time. Review performance indicators, monitor metrics,

and make improvements to organizational decision-making.

The Performance Analytics Architecture:

Widget Saved view of indicator or breakdown

Tables: Indicator Source calculates scores

Data Collector recurring jobs taking data snapshots

Dashboard Custom arrangement of widgets

For a basic overview of PA, enroll in Performance Analytics Essentials in Now Learning or take a

look at Performance Analytics in ServiceNow Product Documentation.

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 Dashboards

Dashboards enable
you to display multiple
Performance Analytics,
reporting, and other
widgets on a single screen.

Use dashboards to create a

story with data that can be
shared.

Dashboards may be responsive or non-responsive. Responsive dashboard functionality is enabled by

default from the New York release. Non-responsive dashboards have limitations including who can

create, view, and edit them. If your instance requires non-responsive dashboard functionality, you

can disable responsive dashboards by navigating to System Properties > Dashboard Properties, and

clearing the Enable responsive dashboard.

With dashboards you are able to:

Share Performance Analytics and Reporting visualizations on both Workspaces and classic

dashboards
Create and edit Performance Analytics reports and other widgets directly from the

dashboard

Use the Add Widgets pane to quickly find and preview widgets, then add them to the

dashboard

Easily share dashboards with other users from the integrated sharing pane

Use quick layouts to snap widgets into a predefined layout, then adjust the layout as desired

Set dashboards as your homepage so you can quickly access information that you use

frequently

NOTE: There is a lot you can do with dashboards so it is encouraged that you find more

information in the ServiceNow Product Documentation: Dashboards.

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 Lab 2.3:
Reporting

As the Service Desk Manager, I

want a report that provides a

high-level summary of all

incidents assigned, by priority

and category, so I can

understand the incident backlog

and provide additional support

Time
Create a report of assigned incidents
where needed.
10-15m Share the report to a group

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 Lab
Reporting 2.3
610-15m

Lab Objectives

You will achieve the following objectives:

Create a report for a group

Share the report to a group

Scenario

Members of the Service Desk would like a report built which provides a high-level summary of

all incidents assigned to their group, organized by incident Priority and State.

Winnie Reich will create a report and then have the System Administrator share it to her team.

A. Create a Report

1. Impersonate Winnie Reich.

2. Open the list of available Reports by navigating to Reports > View / Run.

Note: Although the first part of the lab is completed as Winne Reich, any user with the correct

role can access the Reports application menu and modules to create and share reports.

3. Click on All from the header options.

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4. Use the search bar at the top-right to search for reports containing incidents by

priority in their title.

5. Once the results display, select Incidents by Priority and State to open the report:

6. The Report Designer loads with the report displaying information:

Note: Your report may look different than the screenshot provided.

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7. Select the Data breadcrumb title from the panel on the left, then update the name

of the report to Incidents by Priority and State (Service Desk).

8. From the main reporting area, where the data is displayed, click the Open condition

builder icon (funnel) to apply a filter on the data:

9. Use the drop-down menus to set a single filter condition:

Assignment group | is | Service Desk

10. From the Report Designer header, click the Run button:

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 11. Notice the reports data has updated:

Note: The Incidents by Priority and State (Service Desk) report may look different in your

instance.

12. Open the Save menu by clicking the downward-facing arrow next to the Share icon,

then select Insert to save a copy of the new report you created:

B. Share the Report

1. End the impersonation.

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2. As the System Administrator, navigate to Reports > Administration > All

3. Locate and open the record for the Incidents by Priority and State (Service Desk)

report.

4. Click the Edit Report button:

5. From the Report Designer, open the Sharing menu:

6. Select Share.

7. Choose Groups and Users, then add the Service Desk to the Groups list:

8. Click OK to close the Sharing settings window.

9. Save the report.

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Lab Verification

Access Report from Group Category

1. Impersonate Kevin Edd.

2. Reports > View / Run

3. From the Reports list, select the Group category:

4. Select the Incidents by Priority and State (Service Desk) report to verify you (as

Kevin) have access to run the report.

5. After reviewing the report, End the Impersonation.

Wonderful! In this lab you have learned how to modify an existing report

and share it with members of a group well done!

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Knowledge Check

Which module opens the Report What are the four tabs used to guide

Designer interface? the user through creating a new

Reports > View / Run report in the report designer?

Data, Type, Configure, and Style

Name three ways of sharing a What should you consider when

report with other people in the exporting a report to PDF and

organization. sharing the exported file?

Scheduled email Information may be obsolete

Export to PDF Access control is not enforced

Publish on exported data

NOTE: These are not practice questions for the Certified System Administrator exam.

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 Module 3: Database Administration

User Interface and Navigation Module Objectives

Explain the hierarchy of tables, records, and fields

Collaboration
Differentiate the classes of tables in ServiceNow
Identify different field types in a record
Database Administration
Demonstrate how to create access control rules

Self-Service and Automation Discuss how access controls are evaluated

Explain how to use import sets to populate data in a table

Introduction to Development Describe the purpose of the CMDB along with relationships

to other configuration items (CIs)

Capstone Project Introduce the Common Service Data Model (CSDM)

Labs and Activities

Lab 3.1: Create an Extended Table

Lab 3.2: Application and Access Controls

Lab 3.3: Import Sets

Lab 3.4: CMDB

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 Section 3.1:
Data Schema

User Story

As the Infinity Testing Coordinator, I

want to be able to store data for

tracking the assignment of Infinity

devices in ServiceNow so I can

effectively support the Infinity beta

testing efforts.

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 What is the ServiceNow Infrastructure?

Everything in ServiceNow is built on a

relational database containing data

which can be accessed through the

Now Platform User Interface.

The ServiceNow Infrastructure includes

tables, records, and fields.

Tables contain records. Records

correspond to rows in a table.

A field is an individual piece of data in a

record and corresponds to a column in
the table.

Data in ServiceNow is stored and managed according to a database structure that administrators

can view and configure:

Tables are a data structure or database component, which contain records

Records are the data stored on tables, which contain fields

Fields are individual pieces of data within a record

The System Dictionary contains the definition for each and every table and field in the database.

Navigate to System Definition > Dictionary to access the system dictionary to modify table and field

attributes.

Tables can be accessed using the following modules within the System Definition application:

Dictionary - defines every table and field in the system. Table records are identified as a

Collection type.

Tables & Columns - lists existing tables in the database. Selecting a table name will display its

contents.

Tables - contains a record for each table in the database. Custom tables can be created when

the New button is selected.

Lists and forms provide a friendly user interface (UI) for managing tables, records, and fields.

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 Table Components

A table is a collection of records in the database.

Records Users

Each record corresponds User ID Name Email Location

to a row in a table
abel.tuter Abel Tuter abel.tuter@ Brasilla

In this case, information adela.cervantsz Adela Cervantsz adela.cervantsz@ Miami

about a single user aileen.mottern Aileen Mottern aileen.mottern@ Rome

alejandra.prenatt Alejandra Prenatt alejandra.prenatt@ Paris

Fields

Each field corresponds to a column In this case, one element such as

in a table and represents individual the user s name or email address

pieces of data in a record

Records are identified by a 32-character, globally unique ID, called a sys_id.

Record numbers are automatically incremented, and the number format per table in the system can

be changed by visiting the System Definition > Number Maintenance application.

For example, the default problem record number prefix is PRB but can be redefined as PRBLM.

Fields are available in a variety of different types, including: Choice, Date/Time, Journal, Reference,

and more. Field types define how a field is interacted with through the interface, as well as the type

and format of data it can store.

In addition to the System Dictionary, use the System Definition > Tables & Columns module to view

the field settings and attributes for a table.

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 Field Attributes

Each field has three key attributes: Field Label

a label, a name, and a value The label is a user-friendly term which allows people to
identify the field in the user interface

Users
Field Name
User ID Name Location
The name is a unique term that the system uses to

abel.tuter Abel Tuter Brasilla identify the field in scripts and automated business

processes (identify User ID as user_id, the system

adela.cervantsz Adela Cervantsz Miami

name)
aileen.mottern Aileen Mottern Rome

alejandra.prenatt Alejandra Prenatt Paris

Value
alejandro.mascall Alejandro Mascall Frankfurt
The values are actual data

alene.rabeck Alene Rabeck London

Examples of a field label seen above includes User ID, Full Name, and Location.

The field name is a unique term that does not always match a fields label.

For example, the name attribute of the Location field on the User table is sys_user.location. Do not

confuse the name attribute with the Name field on the user table, which is a label. The name
attribute of the Name field on the User table is sys_user.name.

NOTE: The Name field is a combination of the First name and Last name fields of the user record.

Values are the actual data, such as this users name, Aileen Mottern, or her location, Rome. In some

cases, the value may be null (empty).

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 Reference Fields
Source Table
Incident
Reference fields are identified with the
Number Caller Category
reference lookup icon
INC0000015 Fred Luddy Software

INC0000016 Bow Ruggeri Hardware

The reference lookup icon opens a
INC0000017 Joe Employee Inquiry / Help
dialog box for locating a record to
reference, presented as alist of the
Reference
referenced (target) table.

Target Table
If a record is specified in the reference
User
field on the source table, you can
Name User ID Department
select the reference icon i to
Bow Ruggeri bow.ruggeri Development
preview the referenced record (on the
Fred Luddy fred.luddy Development
target table).
Joe Employee employee Sales

A reference field stores a unique system identifier (known as the sys_id) of a record on another
table which is what establishes the reference relationship. For example, the Caller field on the

Incident table is a reference to a record on the User table.

When you define a reference field, the platform creates a relationship between the two tables.
Adding a reference field to a form makes the other fields in the referenced table available to the

form.

Administrators can create new reference fields and configure several options for reference fields.

NOTE: A reference field can refer only to records from one other table. To add a field that can refer

to records on any table in the platform, regardless of a shared reference, use the Document ID

element type.

Additionally, wildcard searches can be used in reference fields.

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 Table Relationships

Tables can be related to each other in various ways

One-to-Many Many-to-Many Database Views Extensions

Role A Group A

Requested Incident Table

Item1
CMDB Uptime Extended Table
Group
Request
CI Metrics
Requested Roles

Item2
Task Table
Parent Table

Role B Group B

Within a table, a field Two or more tables Two tables that can A table that extends

can hold a reference that can be related in be joined using the another table.

to a record on a bi-directional same Database Views

another table. relationship. plugin.

One-to-Many: There are three one-to-many relationship fields:

1. Reference Fields - Allows a user to select a record on a table defined by the reference field.

Example: Caller field on the Incident table allows a user to select any record on User table.

2. Glide List - Allows a user to select multiple records on a table defined by the glide list.

Example: The Watchlist field on the Incident table allows the user to select any record or
records on the User table.

3. Document ID Fields - Allows a user to select a record on any table in the instance. Example:

Document field on the Translated Text table.

Many-to-Many: Two or more tables can be related in a bi-directional relationship, so that the

related records are visible from both tables in a related list. Example: software vendors can sell

multiple products and products can be sold by multiple vendors.

Database Views: Two tables can be joined virtually using the Database Views Plugin to allow for

reporting on data that might be stored in more than one table. The data in the virtual table created

by a database view is read-only. Create Database Views by navigating to System Definition >

Database Views.

Extensions: The extended table includes unique fields plus all of the fields and their properties from

the parent table.

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 Table Relationships: Extended Tables

Tables can extend Parent Class Child Class

other tables, creating
Task Incident
parent and child tables.
Number Location Number Location Caller

A table that extends

another table is a child
class

The table it extends is A child table inherits A child table may also

the parent class the fields of its parent contain fields that are

unique to that child class

You can create a new table that stands alone or that extends another table.

The Task table and Configuration Item table are examples of parent classes that are extended to

child classes.

For example, child tables extended from the Task table include Change Request, Incident, and
Problem. Child tables extended from the Configuration Item table include Database, Hardware, and

Software.

Extending a table incorporates all of the fields of the original table and allows for unique fields to be
created on the new table. The inheritance of the fields of the original table is used to create

subcategories of data. Examples include the Incident, Problem, and Change Request tables, which

are all subcategories of the Task [task] table.

Using the Dictionary overrides feature provides the ability to define a field on an extended table

differently from the field on the parent table. Examples include overriding the default values, field

dependencies, or read-only status of a field.

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 Table Types: Base Tables

Child Classes

If a table is extended but itself is not Incident Problem Change Request

extending another table, it is called a

base table

Base

Task

The task table is such a table, making

it both a parent and a base class

Parent, Base Class

If a field is on a base parent table such as the Task [task] table, for example, a different label can be
defined for each extended table, such as Incident or Problem. To add a different label for an

extended table, navigate to System Definition > Language File, then create a new entry for the

extended table.

Every child table is a specialization of the previous base table or previous child table. The Task [task]
table provides a series of standard fields used on every table that extends it.

To extend a table, select the table to extend in the Extends Table field on the table record. Table

extension is about deriving fields from one table to another, and replicating records. Its used for

tables that contain similar data.

NOTE: This option is available only when you are creating a table, but not all tables are extensible.

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 Table Types: Core vs. Custom

Parent, Base, Core Custom (Parent, Base)

Task Team Celebrations

Tables that Tables created

Child, Core exist in the by admins or Custom (Child)

Incident base system developers are Holiday Party

are called called custom

core tables tables

Core Custom (Child)

User Team Awards

Although custom tables are not in the base system, they can still interact with existing core tables or
other custom tables.

For example, a reference field on a custom table can access data stored on a core table. By doing so,

a relationship between the tables is created which makes them related tables. This relationship is
not exclusive between just a custom table and a core table. Related tables can be a combination of

multiple core tables and/or multiple custom tables.

To recap, its important to reiterate that Base tables are not extended from another table. Core

tables exist in the base system. Child tables (incident, problem, and change) extend Parent tables

(Task).

NOTE: When creating a new custom table, the table name is automatically populated based on the

table label and a prefix. If the table is being created in a scoped application, the name is prefixed

with a namespace identifier: x_, indicating that it is a part of an application. Otherwise, custom

tables in the global application feature u_ as their prefix, and then the table name.

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 Schema Map

The Schema Map

provides a graphical
representation of other
tables related to a
specific table.

Relationships can be
filtered by extension or
reference classes by
checking the appropriate
boxes at the top of the
map.

In this example map, you will see the Task table as the focus of the map (highlighted in yellow).

NOTE: The schema map is available to those users with the personalize_dictionary role as well as

those with the admin role.

Tables with blue bars, including Problem and Change Phase, are tables that extend the Task table.

Demonstrated with the Problem table, you can use the Schema Map to identify which columns

(fields) originate on the Problem table, and which columns are inherited from the Task table.

Additionally, you can see what field type they are.

Tables with red bars, including Location and User, are tables that are referenced by the Task table.

A series of filters at the top of the Schema Map allow you to show/hide tables based on criteria such

as whether they are referenced by the Task table, reference the Task table, are extended by the Task
table, or extend the Task table.

The Tables window on the far right of the screen provides a summary of all the tables presented and

their relationships.

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 Lab 3.1:
Create an Extended

Table

As the Infinity Testing

Coordinator, I want to be able

to store data for tracking the

assignment of Infinity devices in

ServiceNow so I can effectively

Create a new table support the Infinity beta testing

Time
Configure the table form view
efforts.
15-20m Update the application menu and create new

modules

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 Lab
Create an Extended Table
3.1
615-20m

Lab Objectives

You will achieve the following objectives:

Create a new table

Configure the table form view

Update the application menu and create new modules

Scenario

With an active procedure of testing Infinity devices, Cloud Dimensions needs a method for

managing inventory and tracking how many devices have been issued and to whom.

The various teams involved with Infinity testing have come up with a solution but will need the

help of the System Administrator to implement it.

Their plan is to have this information accessed through an application menu with a series of

modules.

The primary data point being tracked will be the Infinity devices but information about the

users, such as name and email, will also be available.

A. Create a New Table

1. Ensure you are logged in as the System Administrator, then navigate to System

Definition > Tables to create a new table.

2. From the list header, click the New button.

Note: You may close the message about ServiceNow recommending creating custom tables in

scoped applications.

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 3. Fill out the top of the Table form with the following information:

Label: Infinity

Name: u_cmdb_ci_hardware_infinity (change the default value u_infinity to

u_cmdb_ci_hardware_infinity)

Extends table: Hardware [cmdb_ci_hardware]

New menu name: Infinity (auto fills)

Note: The Name field automatically populates with u_infinity. The table name can be changed,

as long as it starts with the u_ prefix indicating it is a custom table. It is considered good

practice to rename the table to indicate it is a custom CMDB CI table.

4. Select Save.

B. Add Fields to the Infinity Form

1. Use the Application Navigator filter field to navigate to Infinity > Infinities.

Note: During the creation of the Infinity

table, the Create module checkbox was

selected.

As a result, a new module, Infinities (or

Infinity s- a pluralized form of the table

name) was created.

Alist with No records to display is shown with default fields.

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 Note: In a future lab, you will modify the Infinities list layout before importing device records

from spreadsheets. For this requirement, you will modify the form layout.

2. Select New to open a form displaying default fields.

3. Open the Form Context Menu, select Configure > Form Layout.

4. Remove the Assigned to, Category and Fault count fields, keeping Name, Asset tag,

Installed, and Status in the Selected list.

5. Add the Owned by and Support group fields to the Selected list .

6. Using dot-walking, add Owned by.Email to the Selected list:

a) From the Available list, locate and select Owned by.

b) Click the Expand selected reference field icon.

c) Locate the .Owned by-->User fields and add Email to the Selected list.

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 You should now see Owned by.Email under the Selected list:

Note: The Owned by.Email fields value

represents the email of the devices

owner, and will automatically populate

when a value is entered into the Owned

by field, as long as the user record

includes an email address.

7. Next, in the Create new field section, enter:

Name: Device Number

Type: String (autofills)

Field length: Small (40) (autofills)

8. Select Add.

9. Add two additional fields.

Name Type Field Length/Reference

Device Version String Small (40)

Device Notes Journal

10. After adding the new fields, rearrange the fields under the

Selected list to look like the image to the right:

11. Select the Save button.

12. Close the Saving Form Section window.

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 13. The Infinity New record form displays:

C. Update the Infinity Application Menu

Now that the Infinity form layout has been configured, it is a good time to modify the

application menu name (Infinity) as well as the existing module name (Infinities) to more

user-friendly names.

1. In the Application Navigator, hover your curser over Infinity and click the Edit

Application icon (pencil):

2. Notice, this brings up the Application Menu record for Infinity.

Note: You could alternately access this record by navigating to System Definition > Application

Menus and searching for Infinity in the list.

3. Update the Title to Infinity

Inventory.

4. Save the record.

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 5. Navigate to System Definition > Modules. Search for and open the Infinities record:

6. Update the record as follows:

Title: All Devices

Order: 200 Note: Notice the Role, u_infinity_user

shown under the Visibility tab. This role

was created automatically when the

Infinity table was created.

In a future lab, you will see how this role

is used to manage visibility of the Infinity

Devices application and its modules.

7. Click Update.

D. Configure a new Infinity Module

Now, a new module will need to be configured so users can create new Infinity device

records (using the form you have just designed).

1. Select New from the Modules section.

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2. Fill out the form using the following information:

Title: Add Inventory

Application menu: Infinity Inventory

Order: 100

3. Click the Link Type* tab and fill out the fields as shown:

Link type: New Record

Table: Infinity [u_cmdb_ci_hardware_infinity]

4. Verify the Title, Order, Link type, and Table are complete, as shown:

5. Submit.

Note: Before creating any table in ServiceNow, the question to always start with is: should the

table be created from scratch or by extending an existing table?

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Lab Verification

1. Verify the application menu, Infinity Inventory, and associated modules are visible in

the application navigator.

2. Confirm the Add Inventory form has the correct fields in the correct order.

Congratulations on completing the lab!

Thanks to you, Cloud Dimensions has its first custom table

that can be used to manage Infinity inventory!

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Knowledge Check

Which modules can you use to How can you edit the title of an
create a new table? application menu?

Tables Click the Edit Application

(pencil) icon
Tables & Columns
Update the Title field on the
form

What is created by default when you If a table is extended but itself is not
create a new table? extending another table, it is called

Application Menu with the same what?

name as the table Label (e.g. - Base table

Infinity)

Module with the plural of the

table Label (e.g. Infinities)

NOTE: These are not practice questions for the Certified System Administrator exam.

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 Section 3.2:
Application/Access Control

User Story

As the Data Security Manager, I want

to restrict access to the Infinity

Inventory application menu and

modules and control which fields can

be updated so I can ensure the

integrity of the inventory data.

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 User Permissions Summary

User
Authentication/ User Interface Database
Login

Users Applications and Tables

Modules (Records and Fields)

Groups
Governed by Roles Governed by

Global System

Roles Properties

Governed by
Access Control Rules

ServiceNow provides several levels of security before an end user has the capability to perform
CRUD (Create, Read, Update, Delete) operations on a table:

User Authentication/Login: Users, Groups, and Roles

Application and Modules Access: Controlled by roles configured at the Application and

Module level
Database Access: Access to tables and their records and fields are controlled via globally

defined system properties (deny access is the default behavior) as well as table and field

level access controls

There are three security modules typically used by the System Administrator:

System Properties > Security

System Security > Access Control (ACL)

System Security > High Security Settings

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 What is an Access Control?

These rules restrict ServiceNow-specific

and CRUD operations

An Access Control is a security rule defined to

C
restrict the permissions of a user from viewing

and interacting with data.

reate
It is executed when attempting to access any

ServiceNow table and may be set at the:

Read
row-level and/or column-level

Update (write)

the
(access
record)
to (access
the field)
to
Delete

Most security settings are implemented using Access Controls.

In addition to restricting CRUD operations, Access Control rules can restrict ServiceNow-specific

operations on tables and fields.

Additional ServiceNow operation examples include:

execute: user cannot execute scripts on a record or UI page

Edit_ci_relations: user cannot define relationships between Configuration Item [cmdb_ci]

tables

Save_as_template: controls the field that should be saved when a template is created

Report_on: user cannot create reports on the object

Personalize_choices: user cannot right-click a choice list field and select Configure Choices

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 Access Control List (ACL)

The Access Control List (ACL) contains all of an instances Access Control rules.

Users with the appropriate permissions can modify rules and their definitions.

Users with the admin role have special access to all platform features , functions, and data because

admins can override Access Controls and pass all role checks, so grant the admin privilege carefully!

However, not even users with the admin role can impersonate a security_admin role (an elevated

privilege role) and elevate privileges while impersonating to access higher security functionality.

In the base system, only the default System Administrator has the security_admin role. For others

that are granted the admin role, they would also need to be granted the security_admin role to be

able to maintain ACLs.

For more information on using and applying this role, please refer to the ServiceNow Product

Documentation: security_admin role.

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 Access Control Definition: Permission Requirements

Each Access Control rule specifies:

1. The object being secured

(e.g. table, field) 3

2. The permissions required to

1
access the object
Roles

Conditional Expressions

Scripts 2

3. Operation - a valid action the

system can take (CRUD)

In this example, a user with the itil role is granted permission to write (update) records in the
change_request table.

Object Name Operation Permissions

table change_request.None write itil role

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 System Created Access Controls

When a custom table is created, the

system creates four access control rules
by default (create, delete, read, write).
1
A role is also created by default and

associated with the access control

rules.

2
To view the Access Controls
associated with a table:

1. Type <table name>.CONFIG

2. Select the Access Controls

tab

With System-created Access Controls, it is rare to have a table with no access control rules. This will
be important to remember when we review how these rules are evaluated.

When a table is created, access controls are automatically created. In lab 3.1, the table,

u_cmdb_ci_hardware_infinity, was created. In addition to the table, the following were created:

u_infinity_user role

Table Access Control Rules

create

delete

read

write

This image shows the default access

control on u_cmdb_ci_hardware_infinity

granting create, delete, read, and write

access to users with the u_infinity_user

role. Users in groups with the

u_infinity_user role will have the ability

to create, delete, read, and

write (update) the records in the

u_cmdb_ci_hardware_infinity table.

NOTE: The image to the right shows an

example of the Create access control rule,

but remember, the system also creates

rules for Delete, Read, and Write.

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 Table Access Control Evaluation

When a session requests data, the

system looks for matching access
control rules.

Record ACL rules are processed in the

following order:

1.
1
Match the object against table ACL
rules - most specific to most general.

2
2. Match the object against field ACL
rules - most specific to most general.

A user must pass both table and field

ACL rules to access a record object.

Access controls are evaluated in the order shown in the image above. This processing order ensures
a user has access to the table (most specific table rules to most general) before evaluating access to

the field (most specific to most general).

If a user fails a table access control rule, the user is denied access to all fields in the table,

even if the user would pass a field ACL rule

If a user passes a table ACL rule, but fails a field ACL rule, the user cannot access the field

described by the field ACL rule

If there is a matching access control rule (which is almost guaranteed by system-created access

controls), the system evaluates if the user has the permissions required to access the object and

operation (role, conditions, script). If an access control rule specifies more than one permission,

then the user must meet all permissions to gain access to the object and operation. Failing any one

permission check prevents the user from accessing the matching object and operation.

If a user does not meet the permissions of the first matching rule, the system evaluates the

permissions of the next matching access control rule as specified by the access control processing

order. If the user fails to meet the permissions of any matching access control rule, the system

denies access to the requested object and operation.

NOTE: Were restricting access at the high point and then trickling down to most general.

For more information on Access Control Evaluation, look up ACL Rule Types in ServiceNow

Product Documentation.

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 Access Control Definition: Rule Types

table.None table.field table.*

No specific field selected - this This rule applies to only one field Wildcard this rule applies to

rule applies to the whole table on a record and in this case, the every field on a record without a

including all of its records Caller field on an incident record table.field rule

Example: Think of a house. house.None as the entire house, house.field as a specific

room in the house, and house.* as all the other rooms in the house.

Each Access Control specifies the table or type of record (including fields), operation being secured,
and unique object identifier.

Access Control rules are defined for and applied to a specific table so that the rule is within the

context of the table and the type of data stored.

See example explanation below:

table.None applies to the entire table. Instead of a table in the platform, imagine a house. A house

has rooms (fields on a record). The record table.none is house.None in our example.

table.field is one specific field on the table or a specific room in the house (such as a living room)

house.field (living room)

table.* represents all other fields in the table or all other rooms in the house, not defined with a
house.field rule house.* This method reduces the number of ACLs that need to be written for a

table in the system, as it closes off any additional permissions.

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 Using the Wildcard Example

itil_admin role sees:

Wildcard ACL rules reduce the amount

of rules required to control access.

Access itil_admin itil

change_request.None read read

change_request.* read

itil role sees:

change_request.type read

One of the real benefits of using the wildcard type of rule is to reduce the amount of rules
required to control access, which also results in less required maintenance.

For example, taking the same series of rules above it could accomplish the same end results

without a wildcard rule. The role definition for the change_request.* rule grants access to all
fields except those with a specific rule (change_request.type in this example)

Without a wildcard rule, five separate rules would be required to control access. That is a

significantly greater number of rules to manage, should changes be needed in the future.

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 Lab 3.2:
Application and

Access Controls

As the Data Security Manager, I

want to restrict access to the

Infinity Inventory application

menu and modules and control

which fields can be updated so I

Update a role
can ensure the integrity of the
Time Provide application menu and module access
for a specified role inventory data.
20-25m Create an Access Control rule to grant data

permissions

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 Lab
Application and
3.2
Access Controls
620-25m

Lab Objectives

You will achieve the following objectives:

Create a new role

Provide application menu and module access for a specified role

Create an Access Control rule to grant data permissions

Scenario

After much deliberation, Cloud Dimensions management have decided to limit access to

Infinity device data to only those teams actively supporting the product.

The result is a requirement to restrict access to the Infinity Inventory application menu and

modules, as well as controlling which fields the users can update.

A. Create and Add the Infinity Support Role

As the System Administrator, you will act upon the requirements provided by Cloud

Dimensions management to successfully secure Infinity device data.

The first step will be to create a new role for the group supporting the infinity product

and add it to the Infinity table.

1. Verify you are logged in as the System Administrator.

2. Navigate to System Security > Users and Groups > Roles.

3. Verify you see the u_infinity_user role record.

Note: This role was automatically created when the Infinity table was added to the database,

along with the creation of four table Access Control rules. All of these are optional during the

table creation process and can be avoided through settings.

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4. Select New

5. Type into the Name field: u_infinity_support.

6. Type into the Description field: Support role for the Infinity.

7. From the Form Context Menu, select Save.

8. In the Application Navigator, navigate to Infinity Inventory and select the Edit icon.

9. Select the Edit User Roles icon.

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10. Add the u_infinity_support role from the Available to the Selected list.

11. Select Done.

12. Select Update.

13. Navigate to All Devices and select the Edit icon.

14. Select the Visibility tab and select Roles.

15. Add the u_infinity_support role from the Available to Selected list.

16. Select Done.

17. Select Save.

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 18. Navigate to System Security > Users and Groups > Roles, locate and select the

u_infinity_support role. Verify this Role is associated with the Infinity Inventory

Application and the All Devices Module.

Note: Two infinity roles (u_infinity_support AND u_infinity_user) now exist which will allow

for access provisioning in the future. Now that the roles have been created, they can be used to

configure access to the Infinity Inventory application.

B. Update the Service Desk Group

Roles have been created, but they are not yet assigned to a group. Lets fix that!

1. Select Groups under System Security > Users and Groups.

2. Locate and open the Service Desk group record.

3. Select the Roles tab, if needed, then select Edit...

4. Search for and select the u_infinity_support role (type u_infinity_support in the

search field below Collection). Then select the Add icon (>) to add it to the Service

Desk Roles List.

5. Select Save.

6. The Service Desk Roles list should look like this:

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 Note: After adding the

u_infinity_support role to the

Service Desk group, multiple

information messages will

display indicating the role was

added to the individual members

of the group.

C. Test the Visibility Settings

Now that the u_infinity_support role has been added to the Service Desk group, all

members of the Service Desk group should have access to the Infinity Inventory

application menu. Users who are not members of the Service Desk group should not

have access.

We will test visibility of the Infinity Inventory application by impersonating users who

are, and are not, assigned to the Service Desk group.

1. Impersonate Rita Center.

2. Enter Infinity Inventory in the Filter navigator.

3. Confirm Rita Center cannot access the Infinity Inventory application and its

modules.

Discussion: Why is Rita unable to see the Infinity Inventory application?

4. Impersonate Kevin Edd.

5. Locate the Infinity Inventory application menu and expand it to confirm both

modules are displayed:

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 6. Select the Add Inventory module.

Note: Although Kevin Edd has inherited the u_infinity_support role because he is a member of

the Service Desk group, which has access to the Infinity Inventory Application, the role does not

currently have the rights for creating new data.

As a result, the Infinity New record page is blank when Kevin attempts to access it.

D. Update Roles and Groups

Access Control rules can be created to allow users (who belong to a group with a certain

role) access to work with a tables data, but first let us update Rita and Kevins group

permissions so Service Desk AND Infinity Customer Support group members are granted

access to the application and all of its modules.

1. End the impersonation. As System Administrator, navigate to User Administration >

Roles.

2. Locate and open the u_infinity_support record. Note: You have added the u_infinity_user

role and its permissions under the

3. Under the Contains Roles section, select Edit... u_infinity_support role. This means all

users with the u_infinity_support role

4. Add u_infinity_user to the Contains Roles List. now automatically inherit the

permissions found with u_infinity_user.

5. Select Save.

Now, the u_infinity_support role contains u_infinity_user role (which has read, write,

update, and delete access to the Infinity application and its modules) so Kevin Edd can

create new records.

Next, you need to add the u_infinity_user role to the Infinity Customer Support group so

Rita (and other members of the group) will have access as well.

6. Navigate to User Administration > Groups.

7. Locate and open Infinity Customer Support.

8. On the Roles tab, select the Edit... button.

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 9. Add the u_infinity_user role to the Infinity Customer Support Roles List.

10. Select Save.

11. Impersonate Rita Center.

12. Confirm the Infinity Inventory application menu is accessible, and its two modules

display.

13. End the impersonation.

Note: Both Rita Center and Kevin Edd can now access both of the Infinity Inventory modules.

Additionally, they can now create new records and update existing ones.

E. Create an Access Control Rule

Now that the group permissions have been set and only the right groups of users can

access the application, create an Access Control rule that allows only the System

Administrator, and no other role, to update the Asset tag field on the Infinity record.

1. As the System Administrator, open the User menu.

Note: The base system admin can

2. Select Elevate Roles.
elevate to a privileged role to have

access to the features of High

Security Settings.

If you grant additional users the

admin role, they cannot elevate to a

privileged role.

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3. Select the checkbox next to security_admin.

4. Select OK.

5. Notice the page refreshes and there is now an unlocked pad icon next to the user

name on the User menu.

With the elevated security_admin role, you can now create access controls.

6. Navigate to System Security > Access Control (ACL).

7. Filter the list of rules to find the four u_cmdb_ci_hardware_infinity rules.

Discussion: What are two ways you could locate the u_cmdb_ci_hardware_infinity rules

you created most recently?

8. Open the rule with the write operation by selecting the information icon and Open

Record or the table name link.

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9. Locate the Name field, select the drop-down to the right of the selected table

Infinity [u_cmdb_ci_hardware_infinity].

10. Select Asset tag.

11. Open the forms Context Menu and select Insert and Stay.

12. From the Verify Security Rules window, select Continue.

13. Scroll down to the Definition section and locate Requires role.

14. Double-click on Insert a new row...

15. Enter admin, then select the Save icon to add the role.

16. Update the Access Control record.

Note: The u_cmdb_ci_hardware_infinity.asset_tag rule was created and added to the Access

Control List.

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LAB VERIFICATION

1. Navigate to System Security > Access Control (ACL) and verify there are five access

controls for the u_cmdb_ci_hardware_infinity table.

2. Impersonate Rita Center.

3. Navigate to Infinity Inventory > Add Inventory.

4. Verify you can Add a new Infinity device, then end the impersonation.

Note: All fields but Asset tag and Email should be editable. These same fields would also not be

editable for existing records, for all users in Service Desk or Infinity Customer Support groups. As

system administrator, all fields on the form are editable.

Challenge: (Optional) As the System Administrator, create a new record for the Infinity and

take a look at the editable fields.

With this lab, application and module access was adjusted, and an Access Control rule was

created to limit permissions to table data.

This is not an easy topic nor lab congratulations on completing it!

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Knowledge Check

What is specified in an access control In what order are access controls

list rule? evaluated?

Object and Operation being Table-level: most specific to most

secured general then field-level: most

Permissions required to access

specific to most general

the object

Which object grants access to all

What types of permissions can be
table records?
configured in an access control rule?
<table>.None
Roles
Conditions
Which elevated role is required
Script that sets the answer
tomodify access control rules?
variable to true or false
security_admin

NOTE: These are not practice questions for the Certified System Administrator exam.

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 Section 3.3:
Importing Data

User Story

As the Infinity Product Owner, I want a

simple way to import new inventory

data into ServiceNow and update

existing inventory data so I dont have

to manually maintain inventory items.

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 Importing Data: What are Import Sets?

Import Set Table Target Table

Data Sources Transform

An Import Set is a tool used to import

data from various data sources, and

CMDB
map that data into ServiceNow tables. JDBC

HTTP /

User
FTP

HR Implementers may use Import Sets

EXCEL IMPORT SET
Incident

to copy a large number of HR Stories TABLE

TRANSFOR

into the Development instance

CSV

Groups
during implementation

Security department does not

XML

approve an integration with a data

Location

source vital to IT operations,

therefore, Import Sets are used to

periodically update a significant

number of records

Import Sets provide a mechanism to pull data into ServiceNow. Import Sets store data in Import Set

tables. Any user logged in with the admin or import_admin role can manage all aspects of Import

Sets.

Data Sources are records in ServiceNow that contain information regarding an Import Set data
source. You can import data from a local source (i.e. XML, CSV, Excel) or from a network server by

providing a path and authentication information. A data source can come from a file, an LDAP

connection, or a JDBC connection.

The Import Set Table acts as a staging area for records imported from a data source.

Transform Maps provide a guide for moving data from Import Set tables to Target tables; field

mapping provides direct field-to-field data moves.

A Transform Map is a set of field maps that determine the relationships between fields in an Import

Set and fields in an existing ServiceNow table (such as Incidents or Users). Once defined, existing
Transform Maps can be reused for mapping data from an Import Set to a ServiceNow table. The

Transform Map Module enables an administrator to define destinations for imported data on any
ServiceNow tables. Transform mapping can be as simple as dragging and dropping to specify linking

between source fields on an Import Set table and destination fields on any ServiceNow table.

The Target Table is an existing table where the data will be placed, post-transformation.

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 Import Set Table

Import Set Table

Data Sources
The import set table is a staging area for

JDBC records imported from a data source.

HTTP /
Fields on these tables are generated
FTP automatically based on imported data.

EXCEL IMPORT SET Importing Best Practices

TABLE
Understand what data you are bringing in and
where it should be placed.
CSV

Plan time before an import to verify your data:

XML Remove obsolete data

Easier to fix inaccurate data before import

Before importing any data, it is important to understand what data you are bringing in and where
that data should go.

You should verify the data before you import it since bad data will complicate things later in the

import and transform processes. Extra time spent planning and examining data before import will
save time and potential problems later.

Some things to keep in mind: Data should not be imported in extremely large chunks. Creating an
extremely large Import Set can cause extensive delays. The imported file label is used to determine

the name for the Import Set table that data will be loaded into. It is also possible to schedule

imports. For more information on scheduling data imports, navigate to ServiceNow Product

Documentation: Schedule a data import.

NOTE: It is also possible to choose an existing Import Set table to use for loading data from the
same source, or data that has the same field/column designations. When an existing Import Set

table is chosen, the table fields are added when the incoming source of data contains
fields/columns that do not exist.

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 Transform Maps

A transform map is a set of field maps that define the relationships between
fields in an import set table and fields on a target table.

Transform Map

Table Fields Table Fields

Username First name

[username] [first_name]

Import Set
First Name Last name
User Table
Table
[first_name] [last_name]
(Target)
(Source)

Surname User ID

[last_name] [user_name]

Transform mapping is flexible; the specification can be as simple as having the application auto-match
field names from source and destination, or mapping can use advanced logic and leverage

the full power of the ServiceNow scripting environment. A single Import Set field can also be

mapped to multiple fields on a target table. Any table is a potential destination for transformation of

an Import Set, and any field within a table can serve as a potential destination for transformation

from a field within an Import Set.

Select the ServiceNow table where you want transformed data to be placed. You can select only

tables within the currently selected application scope, the global scope, or tables that grant write

access to other applications. Name and Source table are set based on the label which was assigned

to the Import Set. It is necessary to assign a target table into which the data can be transferred.

Automatic Mapping Utility: The simplest mapping method is where all of the field names of the

Import Set match the name of the fields on the Target table where the data will be transformed. In

this case, simply click Auto Map Matching Fields in the related links in the Table Transform Maps

form and confirm proper matching.

Mapping Assist Utility: The Mapping Assist utility provides a visually intuitive environment for

specifying mapping between Import Set fields and Target table fields. With the Mapping Assist utility

it is possible to map a single source field (field on an Import Set table) to multiple destination fields
(fields on a Target table). If there are any discrepancies in terms of how fields were automatically

matched, these can easily be corrected using the Mapping Assist utility. When all fields are matched

properly, click Transform in the related links to begin transforming data onto the destination table.

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 Coalesce Fields

Coalescing a field (or multiple fields) means the field will be used as a unique
key during imports

If a match is found using the If a match is not found using the

coalesce field(s), the existing coalesce field(s), then a new

record will be updated with the record will be inserted into the

information being imported database

There are several possible configurations you can use to coalesce data in Import Sets:

No coalesce: If no coalesce is defined, all imported rows are treated as new records. No

existing records are updated. If the import is executed again, duplicate records will be

created.

Single-field coalesce: You can coalesce on a single field to update an existing record. If a
target table record exists with the same value in the coalesce field as the staging table record,

the target table record is updated using the Import Set record values.

Multiple-field coalesce: You can coalesce on multiple fields to update an existing record. If a

target table record exists with the same values in all coalesce fields as the staging table

record, the target table record is updated using the staging table record values. All coalesce
field values between the target and staging tables must match to coalesce with multiple

fields.

Conditional coalesce: You can use a script to determine if a staging table row should coalesce

to a target record. Most conditional coalesce scripts are defined in the source script field of a

field map for the sys_id field. To update a target record using the staging table record values,
the script must return the sys_id of the target table record.

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 Lab 3.3:
Import Sets

As the Infinity Product

Owner, I want a simple way

to import new inventory

data into ServiceNow and

update existing inventory

data so I dont have to

Time
Modi fy a list layout as preparation manually maintain inventory
Create an Import Set Table and Transform Map

20-25m Transform multiple imports items.

Clean up import data

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Import Data from Excel Lab
3.3
620-25m

Lab Objectives

You will achieve the following objectives:

Modify a list layout as preparation

Create an Import Set Table and Transform Map

Transform multiple imports

Clean up import data

Required Resources: infinity-data.xlsx and infinity-updates.xlsx

Lab Dependency: Requires the completion of Lab 3.1

Scenario

In this lab, you will use Import Sets to load data that has been collected outside of ServiceNow

into the Infinity table.

The data will represent asset registration by Cloud Dimensions employees and partners, and

include information about the user and their registered Infinity device.

This lab has three parts:

1. An initial load, with all of the foundational work required.

2. An incremental load.

3. A data cleanup.

In the initial load, you will:

Gather Excel data files

Organize a list layout for the Infinity table

Create a new Import Set by importing data from an Excel spreadsheet to a staging table,

then validate the data

Create a Transform Map based on the staging table: use automapping and mapping

assist to establish the mapping between the source and the target tables

Complete the transform and verify the resulting data

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 In the incremental load, you will:

Upload a second Excel spreadsheet, reusing the staging table and Transform Map

Identify a coalesce (key) field to ensure that existing records are updated from the new

imported data and not duplicated

In the data cleanup, you will: Clean up the Import Set Tables data.

Part 1 - Initial Data Load

A. Gather Excel (.xlsx) data for lab

1. Verify you have downloaded the two Infinity Excel files: infinity-data.xlsx and

infinity-updates.xlsx

Note: In the event the files have not been downloaded, navigate to the ServiceNow

Fundamentals Class Knowledge Base.

2. Open both the infinity-data.xlsx and infinity-updates.xlsx files to review the

contents of each file including columns, fields, and data types.

B. Modify the Infinity All Devices List Layout

Modify the Infinity All Devices list layout to ensure we can clearly examine the new records

after they are imported into ServiceNow.

1. As the System Administrator, navigate to Infinity Inventory > All Devices

2. Open the Column Context Menu from any field, then select Configure > List Layout

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 3. Using the list collector, organize the Selected field list to include the following fields

in the order seen here:

4. Click Save.

5. Verify the order of the fields in Infinities list header:

C. Create a New Import Set

1. System Import Sets > Load Data

Note: The following steps (process) can be completed by any user with the role import_admin

or import_set_loader and import_transformer.

2. Populate the Import Set form:

Import set table: Create table (auto selected)

Label: Infinity Imports

Name: u_infinity_imports (automatically populates)

Source of the import: File (auto selected)

File: Choose file, then select infinity-data.xlsx

3. Click Submit.

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 4. Review the Progress screen, you should see 7 inserts:

D. Validate Data in Import Set

1. To verify the data in the new Import Set, in the Next Steps... section of the Progress

screen, select the Loaded data link:

2. Confirm the seven Infinity Imports records are shown with a state of Pending:

Note: You may notice the records in a different order than shown

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E. Create Transform Map

1. System Import Sets > Create Transform Map

2. Fill out the form as shown:

Name: Infinity Assets

Source table: Infinity Imports [u_infinity_imports]

Target table: Infinity [u_cmdb_ci_hardware_infinity]

3. Save (do not Submit) the record.

4. Scroll to Related Links, then select Auto Map Matching Fields.

Note: A verification message displays at the top of your form that Field maps were created.

5. Verify four fields are auto mapped: Name, Device Number, Device Version, and

Support Group:

Note: Your field order may be different.

6. In the Related Links list, select Mapping Assist

7. From the Source: Infinity Imports staging table, move Device Owner and Owner

Location into the Field Map.

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 8. From the Target: Infinity table, move Owned by and Location into the Field Map

9. Under the Field Map, drag each item and verify the Source: and Target: fields are

mapped properly

10. Select Save and verify there are now six mapped fields:

Name, Device Number, Device Version, Support Group, Owned by, and Location

F. Run the Transform

1. From Related Links of the Infinity Assets Transform Map, select Transform

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 2. Verify the Infinity Assets u_cmdb_ci_hardware_infinity map is selected

3. Select the Transform button.

4. The Progress screen displays the transformation confirmation messages:

G. Verify Infinity Inventory import

1. Navigate to Infinity Inventory > All Devices.

2. The list should display seven total records.

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Part 2 - Incremental Data Load

Using the existing import set table (Infinity Imports) and existing transform map, you will load

additional data from the infinity-updates.xlsx file.

A. Upload the Data

1. System Import Sets > Load Data

2. For Import set table, select the

Existing table radio button

3. Fill out the form as shown:

Import set table: Infinity Imports

[u_infinity_imports]

Source of the import: File

(auto selected)

File: Choose file and select

infinity-updates.xlsx

4. Click Submit.

5. You should see 19 inserts.

Note: The import of the Infinity data to the staging table is complete, but you are not ready to

run the transform yet because you need to add a coalesce. That is, the key field should be

defined to ensure existing records are updated rather than added as new records.

To add a coalesce field, we will need to modify the existing Transform Map.

B. Define the Coalesce Field

1. System Import Sets > Administration > Transform Maps

2. Open the Infinity Assets Transform Map.

3. Scroll to the Field Maps Related Lists.

Note: The device number (u_device_number) field seems to be the best candidate as the

coalesce because it will contain a unique value. If a match is found for the value of this field,

then the record will be updated instead of a new record being created.

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 4. From the u_device_number row, in the Coalesce column, double-click the word

false, then select true from the list:

5. Select Save (green checkmark) to update the value to true.

Note: A system message displays at the top of the form.

C. Prepare and Run the Transform

1. Under the Related Links section, select the Transform link.

2. In the Selected maps box, verify you are using the correct Import Set and Transform

Map: Infinity Assets u_cmdb_ci_hardware_infinity

3. Select Transform

4. Confirm the transformation complete message is displayed.

CI. Verify Infinity Inventory Import Updates

1. Infinity Inventory > All Devices.

2. Confirm there are 19 total records in the Infinities list.

Note: Notice that some of the records have an updated time from the initial upload (infinity-data.xlsx)

and some have an updated time from the incremental upload (infinity-updates.xlsx).

Also notice that in the infinity-updates.xlsx spreadsheet, in record CDE0100102, there was no

Owner Location information. Compare this to the same record in the infinity-data.xlsx

spreadsheet, which had Owner Location information.

If you had Copy empty fields checked and active in the Transform Map, it would have removed

the location data for this record. Since Copy empty fields was not active, the data from the

original import still remains in the table.

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Part 3 Clean up Import Set Tables

1. System Import Sets > Import Set Tables > Cleanup.

2. Add the Infinity Imports [u_infinity_imports] table to the Delete these tables box.

3. The checkbox for Delete related transform maps should be unchecked.

4. The checkbox for Delete data only (preserve table structure) should be selected.

Note: This will remove the data collected in the Infinity Imports staging table.

5. Click the Cleanup button you should see a Cleanup completed verification message

and actions taken displayed in an Import Log.

Note: If you wanted to delete the Import Set table and any reference to it, including the Infinity

Assets Transform Map, you would have checked the Delete related transform maps checkbox.

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Lab Verification

1. Navigate to System Import Sets > Administration > Transform Maps and select the

Infinity Assets record to verify the six (6) Field Maps records are visible in the Infinity

Assets Transform Map and the Coalesce field for the u_device_number is true.

2. Review the imported Infinity Inventory data (Infinity Inventory > All Devices) and

verify there are 19 records.

Congratulations on completing the Import Sets lab!

Because of you, Cloud Dimensions has visibility of the current inventory

previously stored in the legacy system way to go!

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Knowledge Check

Which module is used as the first Which option allows you to update
step for importing data? existing target table records when

Load Data importing data from an import set?

Coalesce

What are the steps for importing Which tool is used to determine
data using an import set? relationships between fields in an

Load the data import set and an existing table?

Create a transform map Transform Map

Transform the data

Clean up the import table

NOTE: These are not practice questions for the Certified System Administrator exam.

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 Section 3.4:
CMDB

User Story

As the Configuration Manager, I want a

way to track the Infinity devices and

their relationships with other

configuration items so I can understand

the impact of adding the configuration

items to our existing infrastructure.

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 The CMDB and Configuration Items

The Configuration Management Database is Configuration Items can be tangible or intangible

a series of tables and fields that contain all devices or applications in the CMDB such as firewalls,

of the Configuration Items (CIs) controlled computers, email services, and services.
by your company, as well as their attributes

and relationships. Computers Devices on the network

Access to the CMDB tables and underlying

data requires certain permissions, such as

the following roles:

asset

itil Applications Services

itil_admin

cmdb_read

NOTE: Key system tables: cmdb,

cmdb_ci, and cmdb_rel_ci

The Configuration Application provides core functionality for the Configuration Management
Database (CMDB), including modules for hardware and other configuration items. This functionality

is part of the CMDB plugin, which is activated in a base install.

The CMDB provides a logical model of your company infrastructure by identifying, controlling,
maintaining, and verifying the configuration items (CIs) that exist.

A configuration item is any component that needs to be managed in order to deliver services. CIs

typically include services and their underlying components, such as business applications and

hardware.

ServiceNow's CMDB, in contrast to a static list, not only tracks the CIs within your platform, but also

the relationships between those items. Over time as the number of CIs grow, performance and

health of the CMDB can be impacted. Use the CMDB Data Manager tool to create, publish, and

manage CI policies to help maintain the CMDB in an efficient and operational state. Find more

information on the CMDB Data Manager in ServiceNow Product Documentation.

Three key CMDB tables are Configuration Item [cmdb], Configuration Item [cmdb_ci] which

contains CI data, and CI Relationship [cmdb_rel_ci] which contains CI relationship data.

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 Configuration Item Form

Toggle between CI
Health Dashboard

view and Formview

CI Attributes

Related Items
toolbar

Relationships

to other CIs

Click the reference icon ( i ) to the right of the Configuration item field to be redirected to the
selected configuration item record in ServiceNow.

A CI record contains all of the relevant attribute data about an item such as name, version,

descriptions, ownership, etc., which are documented in fields on the form.

Toggle between the CI Health Dashboard view and the form view using the options in the form title

bar.

The form also contains information about the relationships between items. Search for configuration
items, add new relationships, view the CI Map, or adjust the relationship view settings using the

options in the Related Items toolbar.

ServiceNow relationship rules use separate tables to define the relationships between specific CI

base classes and dependent classes. When you extend a table in the CMDB, this table also inherits

relationships from the table it is extending. You can create a new relationship rule in Configuration >

Relationships > Suggested Relationships.

You can view relationships between the current item and other items. An advanced feature is the

Related List in configuration item records which displays additional components.

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 Service Processes: Using the CMDB

Service Processes
Benefits
Request Change Problem Incident
Typically in businesses, a high
percentage of incidents are
caused by failed changes.

The ServiceNow Database Benefits of having an accurate

and up-to-date CMDB include:
Request
Locating failed changes and
Change Servers
associated incidents
Problem NetworkDevices
Facilitating quick analysis of
Incident Hardware
Extended Table Extended Table
impact, helping reduce or
Task Table CMDB CI Table eliminate downtime
Parent Table Child Table

Field: Configuration Item Field: Configuration Item

The Configuration Management Database is a repository of information related to all of the

components of an information system. Although repositories similar to CMDBs have been used for

years in IT, the origin of the CMDB stems from the Information Technology Infrastructure Library

(ITIL). CMDBs help monitor and discover what system components are needed for effective and

efficient business processes and IT service management.

All service management processes relate to and involve the CMDB. For example: someone calls with

an issue, and you want to do a root cause analysis, the CMDB gives you insights to effectively

troubleshoot.

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 CI Relationship Editor

The CI relationship editor uses a

concept of suggested
relationships to help users see

reasonable relationships
between configuration items.

Examples:

A database runs on a server

A rack provides power for a

server

Use the CI relationship editor to create configuration item relationships. It is accessed from the

Related Items toolbar on a configuration item form.

The CI record where the editor was launched is designated as the base CI. You can select one or

more items to include in the relationship. Depending on the selected relationship type, the base CI
can become the parent CI or the child CI in a new relationship.

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 ServiceNow Discovery and Service Mapping

Discovery finds devices and applications on

?
your network and updates the CMDB with the

information it finds. This product is available as

a separate subscription.

NOTE: ServiceNow Service Mapping

discovers and models the relationships ?

and dependencies between discovered

CI s and automatically populates this

information into the CMDB.

Discovery uses our MID (Management, Instrumentation, and Discovery) server, a lightweight java
process that can run on a customers linux, windows server, or in their public cloud. It is the MID

servers job to gather information about devices and applications and return results back to the

instance for processing. This all takes place during Discovery. The product engages a horizontal

method of uncovering devices on the network.

Discovery finds devices on your network and the important attributes of those devices (operating

system, software, memory, etc.). It creates a relationship between applications and devices and

between applications that communicate with each other. These relationships are visualized using

the Dependency Viewer.

NOTE: The MID server can also be communicated through a Proxy server, if required.

ServiceNow Service Mapping uses a top-down approach to overlay service maps onto existing

configuration data to connect CIs underlying a given service, making the CMDB service aware. For
example, the loss of disk drives may take a database instance down, which affects the requisition

service the HR department uses to order equipment for new employees.

ServiceNow Service Mapping discovers and models the relationships and dependencies between

discovered CIs and automatically populates this information into the CMDB.

For more information on ServiceNow Discovery and Service Mapping, visit ServiceNow Product

Documentation.

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 Configuration Items: Dependency View

Dependency Views graphically display an infrastructure view for a configuration

item and the services that it is part of and that it supports

Dependency Views indicate the status of configuration items, and allow access to the CI's
related alerts, incidents, problems, changes, and services

The Dependency View mapping interface is powered by D3 and Angular technology, providing a
modern interactive graphical interface to visualize configuration items and their relationships.

Use the Dependency View to view other configuration items upstream that feed data into an

email service, for example, and then downstream, where you can view all of the other items that
the email service is dependent on.

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 Dependency View: Map Icons

Hover over

connection line to

view the current

relationship
Icons: View lists of active
Active Incident problem, incident, or
change records for this CI

Active Problems

Affected CIs for a task

Right-click on

CI icon to
view menu

options

In a Dependency View, icons and glyphs indicate whether a CI has an active, pending issue. You can

investigate the tasks that are connected to a configuration item to get more details. The map

collapses and expands clusters to make them easier to view. Dependency views indicates the status

of its CIs, and allows access to CI related alerts, incidents, problems, changes, and services.

Understanding the dependencies and other relationships among configuration items will enhance

the operational delivery of incident, change, and problem management processes.

For more information on Dependency View Map Icons, visit ServiceNow Product Documentation.

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 Common Service Data Model (CSDM)

The CSDM is a CMDB-based framework

that identifies where to place data for

the products you are using.

CS Common Service

A standard and shared set of service related definitions across our products and platform that will

enable and support true service level reporting.

DM Data Model

A CMDB Framework across our products and platform that will enable and support multiple
configuration strategies.

The CSDM is a set of terms and definitions that can be used with all ServiceNow products on the

Now Platform. CSDM definitions enable service reporting and provide prescriptive guidelines for
service modeling within the CMDB. You can use the CSDM as a blueprint to map your IT services to

ServiceNow. Following the CSDM framework ensures that the data that your ServiceNow

application requires maps correctly to the appropriate CMDB tables.

Use the CSDM to:

Show you how to do a specific activity.

List the in-scope and out-of-scope activities.

Details the tables and configuration items (CIs) associated with the use case.

Describes the benefit (value proposition) of the use case.

Track assets through their life-cycle transitions.

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 CSDM: What it is, what is it not, and whats in it for you

Whats in it for you:

What it is: What it is NOT: Consistently modeled service

Standard terms and Not a process or offerings enable:

definitions implementation guide for Better understandings of

Best Practice for CMDB Data ITSM, SPM, APM, EM, or service costs
Modeling and Data Other products More accurate reporting
Management Not a set of reports Consistent use of service

Out of the box CMDB core Not code to install across applications;
tables Not a SKU or product to buy reduction of duplication and

Guidance on service Not an automatic fix for past confusion

modeling implementations Less overhead when
Recommended mappings maintaining services

Some products such as APM

have a dependency on CSDM

tables being populated

Where do I find CSDM in the Now Platform?

The CSDM is part of the Now Platform out of the box. Type CSDM in the Application Navigator to

learn more.

Learn More

Product Documentation search: Common Service Data Model

ServiceNow Community

Now Learning - Common Service Data Model (CSDM) Fundamentals

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 Lab 3.4:
CMDB

As the Configuration Manager, I

want a way to track the Infinity

devices and their relationships

with other configuration items

so I can understand the impact

of adding the configuration

items to our existing

Time Create a new CI class in the CMDB for Infinity
devices infrastructure.
10-15m Define CI relationships

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 Configuration Management Lab
Database (CMDB) 3.4
610-15m

Lab Objectives

You will achieve the following objectives:

Create a new CI class in the CMDB

Define CI relationships

Lab Dependency: Requires the completion of Lab 3.2 and 3.3

Scenario

All Infinity devices rely upon a media server, to process and stream data, which will require

tracking in the CMDB.

The media server can be categorized under the existing CI Server Class.

With both the Infinity and media server being tracked in the CMDB, a relationship between the

two CI Classes will be established this relationship could be used by Cloud Dimensions to

potentially identify an impact of a change management request or outage.

A. Explore the CI Class Manager

To begin, explore the CI Class Manager interface. The CI Class Manager displays the entire CI

Class hierarchy in a tree-view format, consolidating class definitions into a central location. It

enables an easier method for viewing, modifying, or extending CI Classes.

A CI Class represents a type of Configuration Item or essentially a table collecting certain data,

such as Applications, Computers, Printers, Servers, etc.

In Lab 3.1, a new CI Class was defined for the Infinity categorizing it as a Hardware CI

because of the cmdb_ci_hardware table extension.

1. Impersonate Darrel Tork.

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 Note: This user is the Configuration Manager of Cloud Dimensions. They were provided the itil

role, in order to access the CI Class Manager. If your company does not have a Configuration

Manager, this responsibility could fall onto the System Administrator.

2. Navigate to Configuration > CI Class Manager.

3. Select the Hierarchy button:

4. Search for Infinity in Search CI Classes

Note: There are 19 records in the Infinity CI Class. These were created when the

u_cmdb_ci_hardware_infinity table was populated with the imported data (Lab 3.3).

Note: This confirms that the Infinity table and its consequential data records are tracked in the

CMDB, even though they are accessed from their own application menu and respective

modules.

B. Add a New Infinity Device to the CMDB

Unlike existing CI Classes, the CI Relationships section is not visible on the new Infinity CI Class.

The form needs to be configured to display this section

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1. Infinity Inventory > Add Inventory.

2. From the Form Context Menu select Configure > Form Layout.

3. A Configure view null? window will appear. Select No, configure the Default

view.

4. Scroll down the list of Available fields to locate CI Relations:

Note: This field displays after the alphabetically sorted list of available fields, as it is a formatter

rather than a standard field. It will not display on the form layout until the record has been

saved.

5. Add the CI Relations field to the bottom of the Selected list.

6. Select the Save button.

7. Fill out the Infinity New Record form as shown:

Device Number: CDE0100999

Name: Infinity Beta Prototype

Device Version: BP01

Support Group: Service Desk

Installed: [todays current date and time] (Select the Select date and time icon > Go

to Today > Save )

Owned by: Darrel Tork

Email: [email protected] (auto-fills)

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 8. Select Save to view related items.

Note: The Related Items area is currently empty, but you will create new CI relationships in the

next section of this lab.

9. End the impersonation.

C. Create a New Suggested CI Relationship

Switching back to System Administrator, you will create a new suggested CI relationship

between Infinity and the Infinity Media Server, using the Infinity record created by Darrel.

The Infinity Media Server is responsible for sending content to Infinity devices.

With a CI relationship defined, tools like the CI dependency view can be used by Infinity

Support agents to identify the level of impact when issues occur.

1. Navigate to Configuration > Relationships > Suggested Relationships.

2. Select New.

3. Fill out the form as shown:

Base class: Infinity

Relationship: Receives data from (parent)

Dependent class: Server

4. Submit.

5. Navigate to Configuration > Servers > All.

Note: Make sure you do not select the All option under Application Servers.

6. New.

7. Name: Infinity Media Server

8. Select Save to stay on the form.

9. Scroll down to the Related Items section, and select the Add CI relationship icon:

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10. In the Suggested relationship types field, select * Sends data to (Child)...

11. From the Configuration Items section, use the Updated field to sort the records in

ascending order.

12. Use the checkbox to select the Infinity Beta Prototype record:

Note: While only the Sends data to (Child) relationship was created, suggested relationships

also accounts for the converse relationship: Receives data from (Parent).

13. Scroll down to the Relationships section and add Infinity Media Server by selecting

the Create new relationships icon (+).

14. Select the Save and Exit button.

15. A Save Confirmation message may display. Select OK.

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LAB VERIFICATION

New Infinity Media Server CI and Relationships

1. Infinity Inventory > All Devices.

2. Locate and open the Infinity Beta Prototype record: CDE0100999.

3. Verify the Related Items section looks like this:

4. Open the Dependency View by Selecting the Show dependency views icon from

the Related Items toolbar:

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 5. The Infinity Testing Device Dependency View displays in a new browser

tab/window:

Note: This displays an example relationship between the Infinity device and Infinity Media

Server CI Classes.

Excellent work! You have learned how to create a new CI class, add a CI to the CMDB, and use

Suggested Relationships to create relationships between configuration items!

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Knowledge Check

What is defined as a series of tables Which ServiceNow product can be

containing assets and services used to populate the CMDB?

controlled by a company? Discovery

Configuration Management
Database (CMDB)

What is a CI? What are the three key tables in the

CMDB?
Configuration Item
Can be tangible (hardware, cmdb
software, servers, etc.) or cmdb_ci
intangible (services, email, etc.) cmdb_rel_ci

NOTE: These are not practice questions for the Certified System Administrator exam.

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 Module 4: Self-Service and Process Automation

User Interface and Navigation Module Objectives

Create a knowledge base article by importing a Word document

Collaboration
Explain how to locate and approve knowledge base articles

Define, apply, and test user criteria on a knowledge base

Database Administration
Demonstrate how to create a catalog item with variables

Self-Service and Automation Use the Try It functionality to test catalog item ordering

Create a Flow Designer Flow and associate it with a service

Introduction to Development catalog item

Test the flow by ordering a catalog item

Capstone Project

Labs and Activities

Lab 4.1: Knowledge Management

Lab 4.2: Create a Catalog Item

Lab 4.3: Create a Flow Designer Flow

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Section 4.1:
Knowledge Management

User Story

As the Knowledge Manager, I want to

be able to publish knowledge articles

visible to only Cloud Dimensions

employees, so I can advertise Infinity

employee testing opportunities and

guidelines to Cloud Dimensions

employees.

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 What is Knowledge Management?

Knowledge Management allows users to

create, categorize, review, approve, and Real World Use Cases

browse important information in a
HR administrators can limit access to
centralized location that is shared by the
Knowledge articles with User Criteria, for
entire organization.
example Benefits for EMEA employees are
only visible to employees who reside in EMEA
Knowledge content exists within a
Include HR policies, calendars, and detailed
Knowledge Base, which is managed by
instructions for reporting violations to reduce
one or more Knowledge Managers. security cases

In conjunction with Event Management,

Administrators and those with the
Knowledge Base articles containing resolution
knowledge_admin role have the ability
instructions can be generated from Events to
to manage multiple Knowledge Bases. fix an issue with a CI

With Knowledge Management, each organization can have their own Knowledge Base (KB) with

flexible controls over who can see the information and who can help develop its content.

To view knowledge content, navigate to Self-Service > Knowledge to display knowledge articles

organized by Knowledge Base and Category, as well as Featured Content, and popular articles (Most
Useful and Most Viewed).

From the Knowledge homepage you can browse or search for articles, then sort by relevancy, most

recently updated, and the number of views.

Once an article has a category and is accessible in the knowledge base, there are a number of

features that allow the organizations users to provide their feedback whether adding comments to

the article or flagging it, which will bring the article to the attention of the KB administrators.

Some ServiceNow applications, such as Incident, allow contextual searching of Knowledge Base

content. This gives users the ability to troubleshoot their issue before submitting an incident by

displaying potentially relevant articles.

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 Knowledge Base Architecture

The Knowledge homepage displays knowledge articles and social questions (Q&A)

organized by Knowledge Base and Category

IT Knowledge Base

To see a list of roles required to use Knowledge Management functionality,

see docs.servicenow.comand search Knowledge Management roles.

From the homepage, users with the correct permissions can import a Word document to a

Knowledge Base using the Import Articles button, create a new article using the Create an Article

button, or ask a question using the Post a Question button.

Administrators can create multiple Knowledge Bases and assign them to individual managers
responsible for controlling the behavior and organizational schema of each Knowledge Base. Every

Knowledge Base can have unique lifecycle workflows, user criteria, category structures, and

management assignments.

Category Hierarchy:

Knowledge articles within a Knowledge Base are grouped by category

Category groups can help you define the Knowledge Base taxonomy, and can help users find

articles within a Knowledge Base

Knowledge Managers can define knowledge categories to pre-populate the list of available

categories, and knowledge contributors can select categories, and add or edit categories, if

enabled, for a Knowledge Base

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 Knowledge Base: Import a Word document

To import a Word document

into the Knowledge base:

1. Navigate to Knowledge >

Articles > Import Articles

2. Select the Knowledge Base

3. Select the Category*

4. Add the Word file (drag and

drop or browse for the file)

5. Click Import

The Import a Word Document feature allows you to upload

more than one document at a time. When uploading multiple

documents, one article is created for each uploaded item.

When importing a Word document, the following styles and elements are preserved:

Titles

Headings

Images (Images might not be aligned exactly as in the Word document you import)

Links
Bold text

Italic text

Underlined text

Ordered and unordered lists

Tables

*Optional steps. Check the Publish check box to initiate the publishing workflow after the import

completes.

NOTE: If the publish checkbox is not visible, the system administrator will need to modify a system

property. To show the Publish check box, navigate to Knowledge > Administration> Properties and

activate the Show publish checkbox on the knowledge import pop-up property.

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 Knowledge Base: Workflows

The publishing and retirement processes for a knowledge article are controlled by workflows
defined for the Knowledge Base that the article belongs to.

You can assign different workflows

to each Knowledge Base.

You can use one of the default

workflows, or create your own

workflow to define custom

Approval

Publish publishing and retirement processes

Workflow
for different types of knowledge.

The Knowledge Base workflows available in the ServiceNow baseline instance include:

Knowledge Approval Publish: Requests approval from a manager of the Knowledge Base

before moving the article to the published state. The workflow is canceled and the article

remains in the draft state if any manager rejects the request.

Knowledge Approval Retire: Requests approval from a manager of the Knowledge Base
before moving the article to the retired state. The workflow is canceled and the article

remains in the published state if any manager rejects the request.

Knowledge Instant Publish: Immediately publishes a draft article without requiring an

approval.

Knowledge Instant Retire: Immediately retires a published article without requiring an

approval.

Knowledge Publish Knowledge: A subflow that moves the knowledge article to the

published state. You can use this subflow when defining your own workflow.

Knowledge Retire Knowledge: Moves a knowledge article to the retired state.

NOTE: This is only a selection of the base instance workflows to choose from, as designed for

Knowledge Base management.

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 Knowledge Security: User Criteria

User Criteria defines conditions that are evaluated against users to determine
which users can create, read, write, and retire knowledge articles.

You can apply several

user criteria records to

knowledge content.

User Criteria is applied at

the Knowledge Base level.

Knowledge bases use user criteria records to determine which sets of users can read or contribute
knowledge within that Knowledge Base. If a Knowledge Base has no user criteria selected, articles

within that Knowledge Base are available to all users.

User Criteria outcomes include:

canRead: users who can read all Knowledge Base articles

cantRead: users who cannot read, create, or modify articles in the Knowledge Base

canContribute: users who can read, create, and modify articles in the Knowledge Base

cantContribute: users who cannot create or modify articles in the Knowledge Base

To implement user criteria, navigate to Knowledge > Knowledge Bases and select a knowledge base.

User Criteria records are accessed from the Can read or Can contribute related lists.

When creating user criteria, the Match All check box is used to determine whether all elements

from each populated criteria field must match. If selected, only users who match all criteria are
given access. If cleared, the user must meet one or more of the set criteria to be given access. By

default, this check box is cleared so that any condition met provides a match.

Learn more about Knowledge Management by visiting the ServiceNow Product Documentation on

Knowledge Management or Now Learning.

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 Virtual Agent

Virtual Agent is a conversational platform that provides assistance to help users obtain

information, make decisions, and perform common work tasks within a messaging interface.

This includes information stored in the Knowledge Base, Service Catalog, and more!

Through live agent support, users have the option to switch to speak with a human

agent for assistance, at any time, making sure they receive the help they need.

The biggest benefit to implementing a virtual agent is so your users can get immediate help, day or

night. Walk through the steps for configuring your instance with Virtual Agent through Guided Setup.

Offer a personalized customer experience with a virtual agent by automating typical Tier 2 support

tasks to be accomplished, including:

Answering FAQs

Providing tutorial (how to) information

Querying or updating records for example: get the status on cases or incidents

Gathering data, such as attachments, for the agent

Performing diagnostics

Resolving multi-step problems

Working with file attachments during live chat

Virtual Agent offers a web-based interface available for Service Portal, iOS and Android mobile

environments, and also supports Flow Designer flows as well as third-party messaging applications

through ServiceNow adapters for Slack and Microsoft Teams.

Learn more about Virtual Agent by visiting the ServiceNow Product Documentation site or Now

Learning and searching for: Virtual Agent.

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 Lab 4.1:
Knowledge
Management

As the Knowledge Manager, I

want to be able to publish

knowledge articles visible to

only Cloud Dimensions

employees, so I can advertise

Infinity employee testing

Create a knowledge base article by importing
Time a Word document
opportunities and guidelines to
Approve the article for publishing
10-15m Define, apply, and test user criteria on the
Cloud Dimensions employees.
knowledge base

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 Lab
Knowledge Management
4.1
610-15m

Lab Objectives

You will achieve the following objectives:

Create a knowledge base article by importing a Word document

Approve the article for publishing

Define, apply, and test user criteria on the knowledge base

Scenario

After a few positive rounds of Infinity testing, the product has been greatly improved and the

testing audience is ready to be expanded to include interested Cloud Dimensions employees.

Working with members of the Human Resources group, the Infinity testing coordinator will

provide guidelines for enrolling in Infinity testing to be published in the HR knowledge base.

Appropriate members of the HR group will be granted the appropriate authoring permissions

by the System Administrator so that they may create, review, and publish articles.

The System Administrator will assist with ensuring the article remains secure and accessible

only by Cloud Dimensions employees.

Required Resource(s): Infinity_Open_Enrollment.docx

A. Exploring the Human Resources Group

1. As the System Administrator, navigate to User Administration > Groups.

2. Search for and select the Human Resources group.

3. Under Description, type the following: This group now contains the individuals with

the Knowledge Manager role.

4. Use the Form Context Menu or right-click the header to select Save to remain on the

Human Resources group record.

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B. Assign a New Role to the Human Resources Group

1. In the Roles tab (under Related Lists), click Edit...

2. Using the list collector, move the knowledge_manager role to the Roles List by

double-clicking on the role (or using the Add icon).

3. Click Save.

4. Under the Group Members tab (under Related Lists), verify that Gracie Ehn and

Jasmin Gum are the two members of the Human Resources Group.

5. Click Update in the Human Resources group record.

C. Create a new IT Knowledge Base Article

1. Impersonate Jasmin Gum.

2. Navigate to Knowledge > Articles > Import Articles.

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 Note: Jasmin Gum has the knowledge and knowledge_manager roles. The

knowledge_manager role allows users to administer knowledge bases and request new

knowledge bases for the knowledge_admin to approve.

3. Fill out the form as follows:

1) Knowledge Base: Human Resources

2) Category: [leave empty]

3) Click the Browse Files button and browse your computer for the

Infinity_Open_Enrollment.docx file

4) Double-click the file name or highlight the file name and select Open (#4 not

shown in the image below)

5) Click the Import button

1 2

4. Click Continue in the Uploading Knowledge Articles dialog box.

Note: Multiple files can be imported when you drag and drop multiple files into the Import a

Word File box.

The Short Description is the same as the file name of the imported Word document. If you do

not wish to have special characters in the article description, you can remove them here.

5. Click the knowledge article Record Number link in the Import Completed dialog
box.

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 Note: The record number may be different than what is shown. When selecting the knowledge

base article, it opens in a new tab.

6. Click the Edit button from the header.

7. Click the Publish button.

Note: The default publish workflow for the Human Resources Knowledge Base is Knowledge

Approval Publish. This means after an author selects the Publish button on their article, it goes

into a Review state. Other users with the correct permissions can view the article and determine

if any changes are needed before approving and publishing the article.

8. Verify the information message is displayed stating This knowledge item is in review.

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 9. Close the current browser tab.

10. Close the Import Completed dialog box.

D. Approve the Article for Publishing

1. Impersonate Gracie Ehn, manager of Jasmin Gum and Knowledge Manager for the

Human Resources Knowledge Base.

Note: Gracie Ehn is also a member of Human Resources and acts as the approver for new

content submitted to be published.

2. Navigate to Service Desk > My Approvals.

3. Locate the requested approval record and click the Requested link:

4. Scroll down to see a summary of the item being approved.

5. Assume the content looks good, then click Approve from the form header.

Note: The information message, Approved Knowledge: KB0010... is displayed and the State of

the Approval record is Approved.

6. Navigate to Self-Service > Knowledge.

7. Open the Human Resources Knowledge Base to confirm the article appears:

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E. Create and Apply User Criteria

The Human Resources Knowledge Base is currently public to all users who log into the Cloud

Dimensions instance and access the Self-Service > Knowledge module.

The System Administrator will create user criteria and apply it to the Knowledge Base to

appropriately control who can view the content.

1. As Gracie Ehn, select End Impersonation.

2. As the System Administrator, navigate to Knowledge > Administration > User

Criteria.

3. Click New.

4. Fill in the form as follows:

Name: Cloud Dimensions Employees

Companies: Cloud Dimensions

Note: To select Cloud Dimensions, click on the Unlock Companies (padlock) icon, type cloud,

select Cloud Dimensions, and click on the Lock Companies (open padlock) icon.

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5. Click Submit to create the Cloud Dimensions Employees User Criteria record.

6. Navigate to Knowledge > Administration > Knowledge Bases.

7. Locate and open the Human Resources record.

8. Scroll down and beneath the Related Links, click the Can Read tab:

9. Click Edit... to add an existing User Criteria record to the Can Read list.

10. Add Cloud Dimensions Employees to the Can Read List using the list collector

interface

11. Click Save.

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LAB VERIFICATION

1. Impersonate Jon Floyd.

Note: Remember, Jon Floyd works for a partner company of Cloud Dimensions. We will use his

user account to verify the Human Resources Knowledge Base is unavailable to access because

of the user criteria applied to it.

2. Navigate to Self-Service > Knowledge.

3. Verify the Human Resources Knowledge Base is not visible.

4. Impersonate Megan Burke, an employee of Cloud Dimensions.

5. Repeat step #2 to verify the Human Resources Knowledge Base is visible.

6. Select the Human Resources Knowledge Base.

7. Open the Infinity_Open_Enrollment knowledge article to view its content.

8. From the User Menu, End Impersonation

Add another feather to your cap you have learned how easy it is

to import Word articles into a ServiceNow Knowledge Base!

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Knowledge Check

What is the module used to import Word Which role can manage multiple

documents as articles? knowledge bases?

Knowledge > Articles > Import Articles knowledge_admin

What access does a user need to be able What tool controls the publishing
to import articles to a knowledge base? and retiring process for knowledge

Can contribute articles?

Workflows
Which module is used to view

knowledge content by category? What is used to determine user

Self Service > Knowledge access to knowledge bases or a
knowledge article?

User Criteria

NOTE: These are not practice questions for the Certified System Administrator exam.

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 Section 4.2:
Service Catalog

User Story

As the Infinity Product Owner, I want a

simple way for employees to order an

Infinity device through our Service

Catalog so I can track orders and

inventory in one convenient location.

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 What is Service Catalog?

The Service Catalog is a robust ordering

system for services and products offered
by various departments for users:

Categories organize catalog items

One stop shopping offered to users

Access to the Service Desk

Help and Training Portal

Multiple catalogs are supported

The Service Catalog lets users see a list of things they might need (to create a request for) or would

like to have usually, but not limited to: IT products and services. Administrators and users with one

of the various catalog roles can define catalog items, including formatted descriptions, photos, and

prices.

Categories define the organization for Service Catalog items. Categories organize service catalog

items into logical groups. Categories can have a parent-child relationship, such as IT and Laptops. A

child category is a subcategory of its parent category. Each Catalog Item, Order Guide, Record

Producer, Content Item, and subcategory appears as a single item within the category.

The ServiceNow platform supports multiple Service Catalogs. Users with the admin or

catalog_admin role canmanage multiple Service Catalogs and provide services to different teams

within the organization. Examples include: IT Services, Human Resources, and Facilities

Management. Views can be defined for groups that view a Catalog, and Catalog Items can be shared

by multiple catalogs. This results in the ability to dynamically control the ordering options from user

to user.

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 Service Catalog Major Components

Items are the building blocks of the Service Catalog, Record Producers are a form that produces a task record.
including:

Hardware

Software

Services
Order Guides assist customers in ordering a complete

set of needed items and help users identify the item

relationships.

Variablesprovide questions to help the requester

specify what item, option, or service to order.

Flows run behind the scenes and communicate the

stages of the approval process to the requester, as

well as drive the request fulfillment.

Variable Sets are a modular unit of variables that can

be shared between catalog items.

Items: In the Service Catalog, users locate a category for an item or service they want to order, and

then click the subcategory link. Use the Catalog Builder to create or edit a catalog item (or record
producer type) using a visual and guided experience along with specified restrictions. You can create

a template that can be used to create catalog items, and specify restrictions for those items.

Variables: Provide options to gather specific information related to the customer's needs. Questions

that define item options can be added to ask the end user ordering the catalog item. Variables can

affect the order price. Service Catalog variables are flagged as "Global" by default and will display in

all the execution tasks of a requested item. A variable is defined once and can be used in multiple

places. The Service Catalog allows you to attach individual variables to a catalog item, or multiple

variables collected in a Variable Set.

Record Producer: An interface used as an alternative to lists and forms. Each Record Producer

focuses on a specific process or task and can be used anywhere in the ServiceNow platform. In the

Service Catalog, Record Producers are presented in categories along with catalog items. Users can
use Record Producers to create an incident, request an emergency change, and more. This enables

the Service Catalog to be used as a complete front-end UI.

Order Guides: Provide the ability to order multiple, related items as one request. Questions can be

used to present item options, and present users with only relevant questions and choices at the
appropriate time in the ordering process.

Flows: When you create a new service catalog item, you can create a new corresponding flow at

the same time. This flow is used to drive complex fulfillment processes and can send notifications

to defined users or groups.

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 Service Catalog Items and Variables

To create a new item or modify an existing item, navigate Variables

to Service Catalog > Catalog Definitions > Maintain Items Global by default

Define the questions to ask

the end user ordering the

catalog item

Question choices can define

the available options and

might affect the order price

Examples:

Which monitor size?

Who is the hiring manager?

What is the budget code?

Once an item is published to the Service Catalog, users

will be able to order it.

Service Catalog variables are global by default and provide options to tailor a catalog item to the

customer's needs. For example, a computer might be available with different operating systems.

The Service Catalog variables help define the structure of a catalog item form that is displayed to the

customer (ex. You can define variables as Hardware Type, Color, or Price, etc.)

Common Variable Types

Multiple Choice: Creates radio buttons for user-defined question choices.

Select Box: Creates a choice list of user-defined question choices.

Single Line Text: Creates a single-line text input field.

Reference: Specifies a record in another table, similar to a reference field.

Checkbox: Creates a checkbox which may be selected or cleared; list checkboxes in order

under a label to create an options question.

Functionally, a Variable Set is just a container, so it has only two fields: Name and Description. From

the Application Navigator, select Service Catalog > Catalog Variables > Variable Sets, and create a

new variable set. After you save the variable set, you will get a Related List at the bottom where you

can add as many variables as you want.

Used by items and variables, the Order field establishes the sequence for displaying information. For

example, an item with 100 in the Order field, displays first in the list. An item with 200 in the Order

field will display second.

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 Service Catalog: Catalog Builder

Catalog administrators

create templates

Business or service owners

gather catalog

requirements and create

catalog items from

templates

All advanced capabilities

are added by the catalog

administrators or

developers

Using the Catalog Builder you can:

Create a catalog item and item templates

View the available catalog items and item templates

View catalog items that are recently updated

View the configured content that describes the catalog building process in your organization

Create or edit catalog items using Catalog Builder. This visual and guided experience enables you to

delegate the creation and maintenance of the catalog. When using the Catalog Builder to create

templates, you can specify values or restrictions for items created using the template (ex.

Restrictions to catalogs, categories, variable types, and portal settings).

There are limitations to what you can do in Catalog Builder as it does not allow the creation and

editing of certain entities. However, those entities can be created and edited in the Platform. To

view a list of what cannot be created or edited using Catalog Builder, visit Product Documentation.

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 Record Producers

Record Producers appear as simplified forms, allowing users to provide information that is

translated into task-based records being added or modified in the database.

When employees use the Service

Catalog on the HR Service Portal to

submit a request for Direct Deposit

setup, a record producer transfers the

request into an HR case

Incident management might use a

record producer for users who need to

open an incident easily via the web

Facilities management uses a record

producer for users to open requests for

printer service

A Record Producer focuses on a specific process or task and can be used anywhere in the

ServiceNow platform. In the Service Catalog, Record Producers are presented in categories along

with catalog items where each table has its own record-identifying designation.

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 Order Guides

Define an Order Guide to assist customers in

Order Guide
ordering a complete set of needed items and to
help users see item relationships What do you need?

X Option 1
Questions can be used to present item options to
users with only relevant questions and choices X Option 2

at the appropriate time in the ordering process Option 3

RITM# RITM#

Request Item Request Item

SCTASK# SCTASK#

Catalog Task Catalog Task

SCTASK#

Catalog Task

Items are the building blocks of the Service Catalog. Once you have built a complete item with

variables and a delivery flow, you can do a number of things with it, such as add it to an Order

Guide.

Order Guides provide the ability to order multiple, related items as one request. Remember that
variables are presented by the Order field number.

Use an Order Guide to assist users in determining what items they need.

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 Service Catalog Item Request Output

Service Catalog

REQ#
Summary of order, Request State
Request

RITM# RITM#
Item Ordered, Quantity, Stage
Request Item Request Item

SCTASK# SCTASK#
What to do, Assignment Group,
Catalog Task Catalog Task
Assigned to, Task State, Work Notes

SCTASK# SCTASK#

Catalog Task Catalog Task

For Catalog Items, a request, an item, and a task are all created when an order is placed, each on a

corresponding table:

REQ# Request [sc_request] table: Arequest number generated to keep track of an order.

RITM# Requested Item [sc_req_item] table:Within a request generated from a catalog order, each

discrete item ordered is given a specific Requested Item Number known as an RITM (number).

SCTASK# Catalog Task [sc_task] table: In the Catalog Tasks section for an ordered item, the different

tasks display for what has to be done to get the item ready for delivery to the user, for example: the

Assignment group, the Due date, Work start, and Work end dates.

In this example, a manager orders two new computers for the team.

The first requested item is a desktop computer with two catalog tasks associated to it: order

equipment and configure equipment.

The second requested item is a laptop computer with two catalog tasks associated to it: order

equipment and configure equipment.

Although the requested items share similarly named catalog tasks, these tasks are tied directly to

their respective item because the required steps for completion might be different from item to

item.

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 Progress Stages for a Requested Item

While viewing the requested item, you can expand the workflow stages which provide

summary-level feedback about the progress or state of an item in the delivery process.

After an request has been submitted, users are able to easily track it by navigating to Self-Service >
My Requests and opening the record associated with the request.

Flow stages attached to an item indicate the progress or state of an item in the delivery process with

one of the following stages:

Waiting for approval (In Progress)

Approved
Pending (has not started)

Fulfillment (In Progress)

Deployment/Delivery

Completed

Additionally, flow stages can have multiple rounds of approval actions as it relates to Service Catalog

requests. Each approval action can share the same stage value or their own separate stages. Stages

can be grouped into a Stage Set for convenience of applying related stage values from stage to stage.

You can also configure stages in Flow Designer. In doing so, you can create any number of stages,

change the stage names and labels, set durations, and even import a copy of a pre-defined stage

from the Stage Sets table. For more information, see ServiceNow Product Documentation: Flow

Designer stages.

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 Service Catalog Security: User Criteria

User Criteria defines conditions that are evaluated against users to determine
which users can access Service Catalog items.

You can apply several User

Criteria records to a single

catalog item or category.

To apply user criteria to an item or category, open the respective record and navigate to the
Available For or Not Available For related lists.

NOTE: These related lists are not on the form by default and must be added by configuring the form.

Next, click Edit to add an existing user criteria record, or click New to create a new one.

Save the record to associate the user criteria record with the item or category.

NOTE: The Not Available For settings override the Available For settings. A user on the Not

Available For list cannot access an item or category, even if that user is also on the Available For list.

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 Lab 4.2:
Create a Catalog Item

As the Infinity Product Owner, I

want a simple way for

employees to order an Infinity

device through our Service

Catalog so I can track orders

and inventory in one

Time Create an Infinity service catalog item
Add item variables
10-15m convenient location.
Validate functionality with Try It option

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 Lab
Create a Catalog Item 4.2
610-15m

Lab Objectives

You will achieve the following objectives:

Create an Infinity service catalog item using the Catalog Builder experience

Add item variables

Validate your work with Try It

Scenario

Up until now, the employee ordering and fulfillment process for an Infinity has been entirely

off the books unofficial, to say the very least.

With the availability of the Service Catalog, Cloud Dimensions would like to improve the

process and ensure every employee has a chance to receive an Infinity device. Additionally,

tracking orders and inventory in one convenient location is appealing.

Infinity is offered to employees in either Crimson or Silver, with optional, additional

specifications to choose from.

Required Resource(s): CloudDimensions-Infinity-Logo.png

A. Create New Service Catalog Item

1. From the User Menu, impersonate Asset Manager.

Note: This user account is provided the catalog_admin role, which grants them access to the

Maintain Items module to complete Service Catalog administration tasks.

2. Navigate to Service Catalog > Catalog Builder.

Note: The Catalog Builder interface will open in a new window.

3. Select Create a new catalog item.

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4. Select Continue on the Getting Started screen.

5. Under the Catalog item templates, select Standard items in Service Catalog to

preview the Template Details.

6. Select Use this item template.

7. Fill out the form as shown:

a) Item Name: Infinity

b) Short description: VR, but without the glasses

c) Image (under Item details): select Attach File and upload CloudDimensions-Infinity-Logo.png

d) Description:

The Infinity is a portable holographic projector (PHP) that is capable of

projecting immersive environments around you. What are you waiting for? Get

Infinity!

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8. Select the Continue to Location link (found at the bottom right-hand side of the

screen).

Note: Service Catalog is already selected as it was defined in the Item Template.

9. There are several Categories already selected, but you will only need the Hardware

category selected for this activity. Select Edit.

10. Remove all categories, except the Hardware category from the Selected list.

11. Select Save selections.

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 Note: Category is used to determine where a catalog item appears within the Service Catalog.

From the left navigation pane, under Service Catalog > Maintain Categories, additional

categories can be created, and categories can be created hierarchically.

12. Select the Continue to Questions link.

13. Select Insert new question.

14. Under the Question tab, fill out the form with the following:

a) Question Type: Choice

b) Question subtype: Dropdown (fixed values)

Note: Notice next to the Question tab, you will also see Choices and Annotation.

c) Question label: How much memory do you want in your Infinity?

Note: The Name auto-fills with how_much_memory_do_you_want_in_your_infinity. Replace

this with the name, memory. You may have to scroll down to do this.

The corporate-approved version of the Infinity is available in both 256GB and 512GB models.

d) Name: memory

e) Mandatory checkbox: selected

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15. Select the Choices tab.

16. Under Available Choices, hover over the plus (+) sign and select Insert.

17. Enter 256 GB for the Display name and 256 for the Value.

Note: The Value automatically populates to 256_gb. Remove _gb.

18. Select the Insert icon to add another choice.

19. Enter 512 GB for the Display name and 512 for the Value.

20. Select the drop down under the Question Preview, make sure your question and

choices display correctly. If so, select Insert Question.

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21. Hover over the plus (+) sign and select Insert. Then, select New question.

22. Under the Question tab, fill out the form with the following:

a) Question Type: Choice

b) Question subtype: Dropdown (fixed values)

c) Question label: What color Infinity would you like?

d) Name: color

e) Mandatory checkbox: Selected

23. Select the Choices tab or the Continue to Choices link.

24. Under Available Choices, hover over the plus (+) sign and select Insert.

25. Enter Crimson for the Display name and crimson for the Value.

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26. Add a second color option. Select Insert and enter Silver for the Display name and

silver for the Value.

27. Under the question preview, make sure your question and choices display correctly.

If so, select Insert Question. Your screen should look like the image below:

28. Select Continue to Settings.

29. Select Continue to Access.

30. Select Continue to Fulfillment.

31. Under Fulfillment method, click on the Selected flow* field and select Service

Catalog item request.

Note: This is a sample flow to complete this lab. You will be modifying the selected flow in Lab

4.3: Flow Designer.

32. Select Continue to Review and Submit.

33. Select Preview to make sure every looks good.

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 34. The Portal view is automatically selected.

35. If the Preview matches what you input in the previous steps, you may close out of

the Preview window. Select Submit.

Note: To close the preview, select the close button (X) at the top right of the window.

In the next section, you will verify the Service Catalog Item Creation, and add pricing to the

Infinity.

36. Close the browser tab for the Catalog Builder and return to the Platform view.

B. Verify the Service Catalog Item Creation

1. Navigate to Self-Service > Service Catalog.

2. Select the Hardware category header.

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 3. Select the Infinity item from the list to open the order screen. The view should

match the Preview you saw in the Catalog Builder.

C. Add Pricing to the Infinity

In the Service Catalog, the Infinity is orderable but the form does not yet have a price

associated with the device. Let us fix that!

1. Navigate to Service Catalog > Catalog Definitions > Maintain Items

2. Locate the Infinity using whatever method you choose.

3. Select the checkbox to the left of the Infinity record.

4. Select the Deactivate button.

Note: This button deactivates the catalog item(s) selected on the list, making them inaccessible

to users in the Service Catalog. Until we finish defining our item, keep it deactivated.

5. Open the Infinity record.

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6. Select the Pricing tab and add in the Price field, enter 395.99 (the currency symbol

may be different in your instance) as the Default price for the Infinity.

7. Save the Infinity Catalog Item form.

8. Under the Variables related list, click Select Box for the question: How much

memory do you want in your Infinity?

9. Under Question Choices, select 512 GB.

10. For the Price, enter 100 since there is an additional cost associated with more

memory for the Infinity.

11. Select Update.

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Lab Verification

Test the Catalog Item

1. Return to the Infinity Catalog Item form, select the Active checkbox to activate the

item.

HINT: Navigate to Service Catalog > Maintain Items and locate the Infinity catalog item.

2. Save the record.

3. Next, click the Try It button from the form header to view the item order screen,

with the new variable options added.

Note: The Try It button is only available if the item is active.

4. Choose 512 GB and notice how the item Price changes (due to increased memory).

5. From the User Menu, End Impersonation

Congratulations! Now that you have created the Infinity in the Service Catalog,

youre ready to create the flow to fulfill a new Infinity request!!

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Knowledge Check

What is created when an order is What represents questions asked

placed for a catalog item? when ordering a catalog item?

REQ# (Request) Variables

RITM# (Requested Item)

SCTASK# (Service Catalog Task) What represents multiple related

items grouped as one request?

Order Guide
Which module is used to add, update,
or remove catalog items?

Maintain Items What appears as a simplified form to

create a record in a table?

What is attached to a catalog item and Record Producer

determines the fulfillment process?

Workflow or Flow Designer Flow

NOTE: These are not practice questions for the Certified System Administrator exam.

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 Section 4.3:
Flow Designer

User Story

As the Asset Manager, I want to

automate the procurement process for

Infinity devices so employees can

receive their devices in a timely manner

and we can improve our teams CSAT

scores.

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 What is the Flow Designer?

The Flow Designer, Process Automation > Flow Designer,

is a non-technical interface for building and enabling process automation

capabilities, known as flows.

Flows automate business logic for a particular application or process such as

approvals, tasks, notifications, and record operations.

Launch the Flow Designer by navigating to Process Automation > Flow Designer in the Application

Navigator. You will have the option to take the tour or skip the tour upon creating a new flow. The

following roles might be required to work with the Flow Designer in one capacity or another:
flow_designer, flow_operator, and action_designer.

A flow consists of a trigger and one or more actions.

NOTE: You can expand the Flow Designer solution to integrate with external instances and third-party

applications with a separate subscription to IntegrationHub.

For more information, see ServiceNow Product Documentation: IntegrationHub

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 Flow Components: Triggers

Triggers can be record-based,

date-based,

or application-based.

Record-based triggers run a

flow after a record has been

created or updated

Date-based triggers run a

flow at the specified date
and time or at scheduled
intervals

Application-based triggers
start a flow when
application-specific
conditions are met

Triggers instantiate the flow and can be record-based, date-based, or application-based.

Record-based triggers run a flow after a record has been created, updated, or deleted.

When using a record-based trigger, the triggering record can be used later in the flow as

input for actions.

Date-based triggers run a flow at the specified date and time: daily, weekly, monthly, etc.
The execution time can be used as an input for actions in the flow.

Application-based triggers are added when the associated application spoke* is activated. In

some instances, a plug-in might need to be activated as well (System Definition > Plugins).

*A spoke contains Flow Designer triggers and actions dedicated to a particular application. For

example, the ITSM Spoke contains actions for managing Task records such as the Create Task action.

Spokes are activated when their parent application is activated.

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Flow Components: Trigger and Condition

Specific conditions can be set to identify when a flow should be instantiated.

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 Flow Components: Actions

Actions are operations executed by the system, such as looking up a record, updating a
field value, requesting an approval, or logging a value.

In Flow Designer under Actions, you can view the most recent and most popular actions that have

been used in the last 7 days for all Flow Designer users.

Some ServiceNow Core actions include:

Ask for Approval create approvals on any record, including rules for an approval, rejection,

or cancellation, and a due date

Create Record create a record on any table with configurable fields and field values

Delete Record - delete a record on any table

Look Up Record look up a single record on any table, confirming whether or not it exists
and using the information from the record in subsequent actions within the flow.

Wait for Condition - Pause the flow until the record conditions are met. For example, wait

for the State to change to Pending...and many more!

For a full list of ServiceNow core actions, visit the Actions page in ServiceNow

Product Documentation

In addition to these core actions, new application-specific core actions can be

created by activating the associated spoke.

NOTE: Under Not Installed Spokes, the system displays spokes available in

the ServiceNow Store based on compatibility with the ServiceNow version

and application dependency on Flow Designer.

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 Flow Components: Data

Each time you add an action to a flow, Flow Designer adds a data pill to store its results.

The Data section of the Flow Designer contains data pills that can be used in subsequent
actions. To reference the data stored in the data pill, drag and drop the data pill from the
Data section to the appropriate field in the flow or click on the Data Pill Picker icon.

When designing a flow, you can use the results of an action as inputs for other flows, actions, or

subflows. Using the sequence value (Trigger, 1, 2, 3, etc.), you can ensure you are using the correct

data pill as an input value.

When a flow runs an action, it generates the data pill runtime value, which remains the same for the
duration of the flow. For example, a data pill for [Trigger->Incident record] always contains the

incident record values from when the flow started.

NOTE: When using the Data Pill Picker icon, use the arrow keys to dot-walk to fields in other tables.

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 Flow Designer: Help Panel

?
To open (and close) the Flow Designer help panel,

select the question mark icon in the main header.

The help panel offers information about working

with data and spokes, building actions and flows,

and guided tours.

Next to the name for any action in the flow, select

the Open help panel icon. ?

To practice, open any flow from the list of example flows to enter the Flow Designer environment.

Select the Open help panel icon to access information about the action and how to use inputs and

outputs in your flow. If no help content is available for the selected action, the panel will display No

help content found for: [action name here].

By opening the help panel icon, you can also access guided tours while in the Flow Designer

environment. To do so, locate a help card beginning with Tour: and select the card to start the

tour.

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 When to Use Flow Designer vs. Workflow

Real World Use Cases

Flow Designer Workflow Project manager has tasks

automatically created and

Existing logic already added to a Visual Task Board

To orchestrate business
when a specific record is
developed using Workflow
processes across services
created
with little technical user
If the process requires Customer Service develops a
knowledge
complex/scripted flow logic flow to communicate incident

To reduce technical debt; resolution through the end-user

support channel
reduced script and script Steps required do not exist

reuse to simplify upgrades yet in Flow Designer Change Manager creates an

and deployments outage record and links it to an
You are on an instance incident when the primary

When integrating with 3rd prior to Orlando and SLA email server goes offline

party systems Timer is required

Other benefits of using flows:

Single environment to build and visualize business processes

Configuration and runtime information available to create, operate, and troubleshoot flows

from a single interface

Provides natural-language-descriptions of flow logic

Promotes process automation by enabling subject matter experts to develop and share

reusable actions

Allows extending Flow Designer content by subscribing to IntegrationHub or installing spokes

Create a flow with an SLA Task trigger

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Introduction to Integrations

To share data between ServiceNow and an external system, ServiceNow integrates

with many third-party applications and data sources.

Standard integrations for ServiceNow include:

Login (Single Sign-On)

LDAP

Communications

Monitoring

Discovery & Systems Management

The most common processes required for integration are the CMDB, Incident Management,
Problem Management, Change Management, User Administration, and Single Sign-On.

A variety of techniques can be used, most notably Web Services, LDAP, Excel, CSV and email.

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 IntegrationHub

IntegrationHub provides a single solution to quickly integrate with third

party services to build and share content. Integrations are referred to as

spokes and can be easily configured to integrate without scripting.

Examples:

Post a message and details in a Slack channel when P1 incident is created

Create users and groups in Microsoft Active Directory

Retrieve, create, update, or delete data on a server using REST

Synchronize data across multiple production instances

One major benefit of IntegrationHub is that it reduces the need for code, while ensuring

discoverability and reuse. Within IntegrationHub are natural-language-descriptions of integration

logic to help guide you through triggers, actions, inputs, and outputs.

It also features scale and control mechanisms that are designed to never fail, including an

extensibility framework which enables Applications to easily plug and play providers.

Use IntegrationHub to extend the Flow Designer to call 3rd party systems such as automating
Microsoft Services and infrastructure using PowerShell or REST.

NOTE: Starter spokes are included with the subscriptions. Standard, Professional, and Enterprise

spokes require a subscription. To locate these spokes, visit the ServiceNow Store. The numbers near

the different types of subscriptions represent the maximum transactions per year.

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Process Automation Design

Main
Show/hide
header
properties

Activity

design space

With the Process Automation Designer on the Now Platform, process owners

are able to author cross-enterprise workflows within a single, unified process.

Guide your end users and help them focus on tasks information that matters.

The Process Automation Designer in the Now Platform allows you to organize content built
in Flow Designer and unify cross-enterprise processes. Benefits of using the Process

Automation Designer include:

Connecting multiple flows and actions

Guiding end users to complete a process in a task-oriented interface

Consolidating separate business processes across your organization

Defining a consistent record lifecycle from beginning to end

Passing data between activities and stages of business processes

Specifying the conditions and the order for activities and stages

Visualizing and managing activities and stages in a Kanban-style board

NOTE: Familiarize yourself with any features that your business uses to automate operations

on the Now Platform (Flow Designer, business rules, and workflows). Doing so can help you

avoid creating any conflicting logic in your processes.

In order to practice using the Process Automation Designer, navigate to System Definition >

Plugins, then search for and Install the Process Automation Designer plugin (check the Load

demo data box). You can also search Now Learning for the Introduction to Playbooks and

Process Automation Designer course, as well as Playbooks and Process Automation Designer

Fundamentals.

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Using UI Builder

Enable users to accomplish tasks

Choose from a library of

components

Build simple web experiences

Create complex data-driven

experiences

NOTE: You can only apply themes to CSM Configurable Workspaces

and the Workspace and Portal experiences for App Engine Studio.

UI Builder allows you to build out the functionality within a page by choosing from a library

of components (buttons and data visualizations) and selecting layouts that are needed for

the user experience. Prior to building out a fully customized workspace, you can preview the

interface to see the different configurations in action. Using UI Builder, you can create fully

functioning pages and customize layouts, themes, and work with data resources, and events.

For Customer Service Management (CSM) Configurable Workspace specifically, some

configurations are also performed in forms and lists. Using UI Builder, you can create a theme

to apply to your experiences and discover what similarities and differences the visual styles

of each experience should have. IT Service Management Workspace (ITSM) can be

customized and used to track and resolve IT issues.

Add functionality to a page using event mapping with each component. You can add

buttons, data resources, or notifications when pages are done loading to enhance the user

experience.

NOTE: UI Builder is not yet capable of building or configuration out-of-the-box Service

portals, like Employee Service Center. Continue to use the Service Portal Designer instead.

ServiceNow aims to invest in features to increase usability for Citizen Developers in future

releases.

Learn more by visiting ServiceNow Product Documentation: Explore CSM Configurable

Workspace (Working in UI Builder)

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 Lab 4.3:
Create a Flow

Designer Flow

As the Asset Manager, I want to

automate the procurement

process for Infinity devices so

employees can receive their

devices in a timely manner and

Create a new flow from scratch we can improve our teams

Time
Associate the flow to the Infinity Service
CSAT scores.
20-25m Catalog item

Test the flow

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 Lab
Create a Flow Designer Flow 4.3
620-25m

Lab Objectives

You will achieve the following objectives:

Create a new flow from scratch

Associate the flow to a Service Catalog item

Test the flow

Lab Dependency: Requires the completion of Lab 4.2: Create a Catalog Item

Scenario

Now that Cloud Dimensions has opened enrollment for testing the Infinity across the entire

organization and the Infinity has been created in the Service Catalog, it is time to implement

procurement automation through a Flow.

A. Create a Flow Designer flow from scratch

1. As the System Administrator, navigate to Process Automation > Flow Designer.

Note: The Flow Designer opens and displays in a separate tab or browser window.

2. Click the + New button:

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3. Next, choose Flow.

4. Complete the form as follows:

Name: Infinity Item Request

Run As: System User

5. Select Submit.

6. Select Take Tour to see how you can create, test, and run automated flows.

7. When done with the tour, select Complete to get started.

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 8. Verify the Flow Designer interface appears:

B. Define a Trigger

1. Choose Select to add a Trigger:

2. Choose Service Catalog from the Application section:

3. Select Done to complete the Service Catalog trigger.

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C. Add an Action to Update a Requested Item Record

1. Select the plus (+) icon to the left of Add an Action, Flow Logic, or Subflow.

2. Select Action.

3. Select the Update Record default action type under ServiceNow Core.

4. Choose the Requested Item record to update:

a) In the Data Panel, expand the Trigger - Service Catalog section, if necessary.

b) Drag the Requested Item Record pill from the Data Panel to the Record field.

c) Release your mouse to drop the pill into the Record field.

Note: This will automatically populate the Table field with Requested Item [sc_req_item].

5. Select the + Add Field Value button:

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 6. Set State to Pending

7. Select Done.

8. Save the changes you have made to the flow.

D. Add a Create Catalog Task Action

1. Select the plus (+) icon to the left of Add an Action, Flow Logic, or Subflow.

2. Select Action.

3. Select the Create Catalog Task action within ServiceNow Core > Service Catalog:

4. Drag and drop the Requested Item Record pill from section 1 - Update Record to

the Requested Item [Requested Item] field.

5. Update the Short Description field to Infinity Delivery.

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 6. For Fields, select + Add Field Value and add the following:

Assignment Group | Service Desk

State | Open

Note: Notice the Wait field (not shown above) is checked by default. This pauses the flow until

the task completes and is no longer active (e.g. when the task is marked Closed Complete)

7. Select Done.

E. Send an Email to the Requester

Once the task is marked Closed Complete, the flow will resume, and an email

confirmation will need to be sent to the requester.

1. Select the plus (+) icon to the left of Add an Action, Flow Logic, or Subflow.

2. Select Action.

3. Under ServiceNow Core > Default, locate and select the Send Email action type.

Note: We will use dot-walking to locate the email address of the requester, so we can send

a confirmation when their order has been fulfilled.

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4. Select the Data Pill Picker icon at the right of the To field (not the Target Record

field).

Note: Selecting the Data Pill Picker icon will open a search box where you can dot-walk to

select the email address of the requester for the requested item.

5. With Trigger - Service Catalog highlighted, select the right arrow icon on your

keyboard to highlight Requested Item...

6. Select the right arrow icon again to dot-walk to the Requested Item table.

7. Arrow down to Request, then select the right arrow icon to dot-walk to the

Request table.

Note: Rather than arrow down to a specific field, you can start typing the name of the field

and then press the right-arrow key to dot-walk to the next table.

8. Arrow down to Requested for, then select the right arrow icon to dot-walk to the

User table.

9. Finally, arrow down to Email and press the Enter key on your keyboard.

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 You should see the following in the To field:

10. Complete the rest of the action as follows:

Subject: Your Infinity is on its way!

Body: Greetings!

Get ready to be immersed in new worlds with your Infinity Portable

Holographic Projector (PHP)!! Your requested item has been shipped and is

expected to arrive soon.

Challenge: Use the Data Pill Picker icon to add fields to the email body! Place your
cursor where you want to dot-walk and use the Data Pill Picker for Body to dot-walk to the

correct fields.

11. Select Done.

F. Add an Action to Update the Requested Item Record

Now that the catalog task is complete and the email notification has been sent, the

State of the Requested Item needs to be updated to Closed Complete.

Remember the Request Management hierarchy:

Request -> Request Item -> Catalog Task

1. Select the plus (+) icon to the left of Add an Action, Flow Logic, or Subflow.

2. Select Action.

3. Select the Update Record default action type under ServiceNow Core.

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 Note: You can also navigate to Most Recent, found above the Installed Spokes.

4. Choose the Requested Item record to update:

a) In the Data Panel, expand the 1 Update Record section.

b) Drag the Requested Item Record pill from the Data Panel to the Record field.

c) Release your mouse to drop the pill into the Record field.

Note: This will automatically populate the Table field with Requested Item [sc_req_item].

5. Select the + Add Field Value button:

6. Set State to Closed Complete.

7. Select Done.

8. Save the changes you have made to the flow.

G. Add an Action to Update the Request Record

The next step is to update the Request State for the Request to Closed Complete.

1. Select the plus (+) icon to the left of Add an Action, Flow Logic, or Subflow.

2. Select Action.

3. Select the Update Record default action type under ServiceNow Core.

4. Choose the Request record to update:

a) In the Data Panel, expand the 1 Update Record section, if necessary.

b) Expand the Requested Item Record data pill.

c) Drag and drop the Request pill from the Data Panel to the Record field.

Note: This will automatically populate the Table field with Request [sc_request].

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 5. Select the + Add Field Value button:

6. Set Request State to Closed Complete.

7. Select Done.

8. Save the changes you have made to the flow. Your flow should look like this:

H. Activate and associate flow to Service Catalog Item

At this point, the Infinity Item Request flow features one catalog task: to deliver the item

to the requester.

Additional actions can be added to the flow to enhance the process and experience but

for now, we will activate and associate the flow to the Infinity Service Catalog item.

1. Click the Activate button:

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 Note: A message will appear confirming you would like to activate the flow select Activate.

2. Return to the main ServiceNow window and navigate to Service Catalog > Catalog

Definitions > Maintain Items

3. Locate and open the Infinity item record:

4. Scroll down and select the Process Engine tab. Change the Flow from Service Catalog

item request to Infinity Item Request into the Flow field.

5. Update the Infinity item record.

LAB VERIFICATION

Test the Flow Order an Infinity

1. Impersonate Joe Employee.

2. Self-Service > Service Catalog.

3. Select the Hardware Category, then select Infinity.

4. You can request either color, and if desired, additional memory.

5. Select the Order Now button to make the request and initiate the flow.

6. Confirm an information message verifying the request was submitted is displayed at

the top of the form.

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Test the Flow Complete Delivery Tasks

We can review the progress of the Infinity Item Request flow by confirming the Item

Delivery catalog task was created. Then, as a Service Desk member, close the task.

1. Impersonate Beth Anglin

2. Service Desk > My Groups Work

3. Locate and open the Service Catalog Task (SCTASK00100...) associated with the

Delivery flow task. HINT: Search the Short description column for Infinity Delivery,

using the appropriate wildcard character.

4. Assume the item is in stock and can be delivered. Select Close Task

Note: This will mark the catalog task as Closed Complete for the Requested Item. It will also

trigger the email notification to Joe Employee.

Test the Flow Confirm email notification is in the Outbox

1. From the User Menu, End Impersonation

2. System Mailboxes > Outbound > Outbox

3. Confirm an email with subject Your Infinity is on its way! was created.

Impressive! You created your first Flow and associated it with a Service Catalog item!

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Knowledge Check

What subscription do you need to Where is the data from an action

integrate Flow Designer with external stored so it can be used in

instances and third-party applications? subsequent actions in the flow?

IntegrationHub Data Pill

What are the components of a Flow

Which module is used to create or edit Designer flow?
flow designer flows?
Trigger
Process Automation >
One or more Actions
Flow Designer

NOTE: These are not practice questions for the Certified System Administrator exam.

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 Module 5: Introduction to Development

User Interface and Navigation Module Objectives

Demonstrate how to create a UI Policy and UI Policy Action to make a field

Collaboration
read-only, mandatory, or visible

Database Administration Explain how a business rule can be used to display messages to the user

Understand which changes are captured in Update Sets

Self-Service and Automation

Create an update set to capture form changes

Outline the process of completing and exporting an update set

Introduction to Development
Identify the steps to retrieve, preview, and commit an update set

Capstone Project Introduce available ServiceNow tools for application development

Labs and Activities

Lab 5.1: Create a UI Policy and a Business Rule

Lab 5.2: System Update Sets

Lab 5.3: Update Source - Update Sets

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 Section 5.1:
Basic Scripting

User Story

As the Service Desk Manager, I want to

require specific support data for

Infinity employee incidents, so I can

speed up resolution time for those

participating in the beta testing efforts.

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 What is Scripting in ServiceNow?

Scripting in ServiceNow or Platform Scripting is the customization of an instance and/or

applications using JavaScript.

JavaScript may execute on the client side (web browser) or the server side (ServiceNow

database) and can fundamentally alter the baseline instance and user experience.

Request

Response

Internet
Web Browser (Client) Application ServiceNow

Server Database

Client refers to an application or system that accesses a remote service or another computer
system, known as a server. A server is the computer program running as a service; a physical

computer dedicated to running one or more services, or a system running a database.

ServiceNow uses an Application Platform as a Service (aPaaS) model; the web browser is the client.
The web browser is the only thing that is installed on the client. The application server and the

database live at the Data Center. Client scripts run on the client browser. Server scripts run on the

server (which includes the database).

Client to server round-trips take time and make the end-user wait for the round-trip to complete.

Request + Response = Round trip.

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 UI Policy and UI Policy Actions

A User Interface (UI) Policy is a rule Once a UI Policy is saved, UI Policy

that is applied to a form to dynamically Actions determine what happens on

the form, including:

change information or the form itself.

Setting a field as mandatory

UI Policies execute on the client side. requiring a value in order to save
the record

Setting a field as hidden no

longer displaying a field on the
form

Web Browser Setting a field as read-only

preventing a user from updating

(Client)
its value

To immediately implement updates and changes to forms and lists, you can use UI Policies which
allow you to add sophisticated controls without having to write scripts and define custom process

flows for tasks.

Use a UI Policy to set fields on a form to:

Mandatory or Optional

Hidden or Visible

Read-only or Editable

To apply a UI Policy to all views, set the Global setting to true.

NOTE: UI Policies are not about security, they are about managing the user experience and data

integrity.

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 Data Policies

A Data Policy is a rule that enforces data

consistency by setting fields as mandatory

and/or read-only.

Data Policy controls are similar to UI Policies

but UI Policies are only enforced on data
Internet Application ServiceNow entered into a form (passing through the UI).
Server Database

Data Policies are applied to all data entered

into the platform: form (UI), Import Sets, or

NOTE: Data Policies are similar to UI policies, but UI Web Services.

policies only apply to data entered on a form

A Data Policy executes on the server side but

through a standard browser. Since UI policies can can also run as a UI Policy on the client side.

also manage the visibility of fields on a form, you

may want to augment UI policies with Data Policies.

A Data Policy enforces requirements on field and record data when the data is inserted into
ServiceNow or when the data in an Import Set is submitted through an external system. Data

Policies can be opted out for Web Services and Import Sets. A Data Policy is used to set mandatory

and read-only states on form fields. Data Policies can be used on lists to make a field read-only; the

field will appear to be editable, but the update will fail.

The purpose of a Data Policy is to standardize the same data across ServiceNow applications.

NOTE: Data Policies are not about security, they are about managing the integrity of the information
stored in the database. Defining a Data Policy enforces the policy when a record is submitted from

the UI. This behavior cannot be changed.

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 UI Actions

User Interface (UI) Actions add buttons,

links, and context menu items on forms and
lists, making the UI more interactive,
customizable, and specific to user activities.

Adding a Create Problem button to an

existing incident form is an example of a UI
Action.

UI Actions can contain scripts that define custom functionality. UI Actions can be server or client

side depending on the 'client' check box selection. This setting determines when a UI Action can
appear.

UI Actions include:

Form buttons
Form context menu items (right-click the header)

Form links (Related Links in a form)

List buttons

List context menu items (right-click a record)

List choices (at the bottom of a list)

List links (Related Links at the bottom of a list)

When Order 100 is specified, UI Actions with Order numbers greater than 100 will display after this
UI Action, while UI Actions with Order numbers less than 100 will display before this UI Action in the

user interface.

NOTE:When the UI Actions Active box is checked, the UI Action is visible and can be interacted with

by a user.

TIP: To turn on the Save button/UI Action, navigate to System Properties > UI Properties and select

Show Save, Insert, and Insert and Stay buttons on forms.

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 Client Script

Client Scripts make real-time changes to the

appearance of the user interface, especially
forms.

Client Scripts can be created to do the following:

Automatically update the location field to reflect

the value (user) entered into the caller field

Disable the attachment link of a closed record

when the form is loaded so a user is unable to

add or modify attachments

Display a notice at the top of the page to

confirm a catalog request was submitted

Client Scripts execute on the client side.

Client Scripts allow for browser/form manipulation and verification such as making fields visible on a
condition. An example of this would be an alert appearing when a user changes the priority of an

incident. Client Scripts get executed on the browser, but you may also run a Client Script when a

database lookup is needed; if you think you need database info, and you need the info frequently

(such as every form load) then ask: Is it a field you can add to the form but hide? Is it something you

really, truly need?

Several types of scripts are supported:

onCellEdit(): runs when a cell on a list changes value through use of the list editor

onChange(): runs when a particular field changes value

onLoad(): runs when a form is loaded

onSubmit(): runs when a form is submitted

Unlike onLoad() or onSubmit() scripts, onChange() scripts apply to a particular field on a form, rather

than to the form itself. They are fired when a particular field on the form changes. An onLoad()

script runs when a form is first drawn and before control is given to the user to begin typing.

Typically you use an onLoad() script to perform some client side manipulation of the document on

screen. An onSubmit() script runs when a form is submitted. Typically you use an onSubmit() script

to validate things on the form to make sure the submission makes sense. As such, onSubmit() scripts

can potentially cancel a submission by returning false.

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 Script Types: Business Rule

A Business Rule is configured to run when Business Rules can be set to run beforeor after
a record is displayed, inserted, updated,
the database action has occurred
deleted, or when a table is queried.

The When setting determines when the

Business Rule executes and has the following

choices:

Beforea record is saved to the database

After a record is saved to the database

Async (queued); client and server work

independently so the client is not waiting

for the server

Display before the record is displayed

Business Rules execute on the server side

Although there are multiple ways to control behaviors in the ServiceNow application, most
customization of platform behavior is done using Business Rules. Business Rules are loaded and

initialized at the beginning of each interaction between a user and the platform. Every business rule

is assigned either to an application scope (use scoped APIs when scripting in a scoped application) or

to the global environment (application scope that identifies applications developed prior to

application scoping, or applications intended to be accessible to all other global application).

Every Business Rule includes what table to run against and timing (before or after insert and more),
what conditions to evaluate, and what script to run based on the evaluation.

Business Rules are consistently applied to records regardless of how they are accessed; through
forms, lists, or web services. The application of business rules through forms, lists, or web services

and client scripts when fields are modified on a form is the primary difference between Business
Rules and Client Scripts.

Unlike UI Policies, Business Rules are NOT real-time:

They do not monitor fields on a form

They monitor records as they are inserted or updated

The primary objective of display Business Rules is to use a shared scratchpad object,

"g_scratchpad", which is also sent to the client as part of the form. This is useful when you need to
build client scripts that require server data that is not part of the record being displayed.

NOTE: Before scripting a business rule, consider whether you can accomplish the same goal in

Flow Designer.

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 Scripting Areas in ServiceNow

UI/Data Policies
Business Rules Client Scripts
UI Actions

UI Macros

UI Scripts
ACL Scripts SCRIPTING
UI Properties

UI Pages

Flow Scripts Transform Maps Script Includes

ServiceNow has over 30 places where code can be inserted to change the behavior of the platform.

JavaScript is used almost everywhere and it is a very flexible and powerful language commonly

known for its inclusion in most modern web browsers. This has made it almost mandatory for web

development these days, with its simple syntax allowing many people to quickly add simple logic to

web pages with minimum effort. Taking advantage of this familiarity, ServiceNow uses JavaScript

both on the server and on the client.

More information about scripting can be found by searching ServiceNow Product Documentation:
Scripting or developer.servicenow.com.

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 What are Plugins?

Before adding script to

ServiceNow, administrators
should check the list of
available plugins.

Plugins provide additional

optional functionality within
a ServiceNow instance.

System Definition > Plugins

System administrators have control over when to activate plugins.

Some plugins include demo data - sample records that are designed to illustrate plugin features for

common use cases. Loading demo data is a good policy when first installing the plugin on a

development or test instance. Demo data can loaded after the plugin is activated by repeating this

process and selecting the checkbox. If the plugin depends on other plugins, these plugins and their

activation status are listed.

Most plugins are published, and system administrators can activate any published plugin. But, some

plugins are available only by request due to operational considerations making the plugin only

appropriate for certain deployments. In these cases, to activate the plugin, make a Service Catalog

request to ServiceNow Technical Support using the Request Plugin Activation form at

https://support.servicenow.com.

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 Lab 5.1:
Create a UI Policy
and a Business Rule

As the Service Desk

Manager, I want to require

specific support data for

Infinity employee incidents,

so I can speed up resolution

Create a UI Policy with a UI Policy Action
Time requiring the Assigned to field be populated time for those participating in
for employee incidents
10-15m Create a Business Rule to display an Incident the beta testing efforts.
submitted message

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 Lab
Create a UI Policy and a
5.1
Business Rule
610-15m

Lab Objectives

You will achieve the following objectives:

Create a UI Policy with a UI Policy Action

Create a Business Rule

Lab Dependency: This lab uses the Employee field configured in Lab 1.3

Scenario

Cloud Dimensions would like to continue using base functionality and available features in

ServiceNow as much as possible.

One requirement for Cloud Dimensions process improvement is to require important Infinity

support data, with the goal to speed up resolution time by requiring the Assigned to field to be

populated for all employee incidents. A confirmation for each submitted incident has also

been requested.

A. Create a UI Policy Condition

The first step when creating a UI Policy is to identify the condition(s) under which the UI

Policy should be applied and then configure the condition(s).

1. Ensure you are logged into the instance as System Administrator.

2. Incident > Create New.

3. From the Form Context Menu, select Configure > UI Policies.

4. Select New.

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 5. Fill out the UI Policy form information as shown:

Table: Incident [incident] (already selected)

Short description: Mandatory Assigned to if Employee = True

Under the When to Apply tab, Conditions:

Employee | is | true

6. Save the UI Policy record.

B. Create a UI Policy Action

The UI Policy condition has been created, now the action(s) to take place when the

conditions are met should be configured (i.e. Assigned to is Mandatory)

1. Scroll down to the UI Policy Actions section, then select New.

2. Enter the following information on the UI Policy Action form:

Field name: Assigned to

Mandatory: True

3. Select Submit to create the UI Policy Action.

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C. Create a Business Rule

In this section of the lab, you will create a Business Rule to display the alert,

Your incident has been successfully submitted to all users who submit an incident, thus

improving the overall user experience.

1. Open any incident form, select Configure > Business Rules from the form context

menu.

2. Select New.

3. Fill out the Business Rule form as shown:

Name: Alert - Incident Submitted

Table: Incident [incident]

Insert: [check the box] (you can find the Insert under the When to run tab)

4. Add a message:

a) Click the Actions tab.

b) Check the Add message checkbox.

c) Add message text: Your incident has been successfully submitted.

5. Select Submit.

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Lab Verification

Confirm New UI Policy is Working

1. Navigate to Incident > Open and open any active incident record.

2. Make sure the Employee field is on the form.

Note: If the Employee field is not visible, select the Infinity Form view from the form context

menu.

3. Select the Employee field.

4. Notice that the Assigned to field is now mandatory (an asterisk appears).

5. Uncheck the Employee field and notice the Assigned to field is no longer mandatory.

Test Your Business Rule

1. Incident > Create New.

2. Fill out the incident form, including values for all mandatory fields.

3. Select Submit.

4. The new Business Rule displays your message at the top of the list:

Fantastic! You created a UI Policy and UI Policy action for employee incidents and

a Business Rule to display a message for new incidents!

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Knowledge Check

What is the language used for Does a business rule run on the
scripting in ServiceNow? client side or the server side?
- JavaScript - Server

Which type of scripts run on the What attributes of a field can a UI

browser? Policy Action change on a form?

- Client-side scripts: UI Policies and - Mandatory

Client Scripts - Visible/Hidden
- Read Only
Which script runs when a record is

displayed, inserted, updated, What provides additional

deleted, or when a table is queried? functionality within an instance?

- Business Rule - Plugins

NOTE: These are not practice questions for the Certified System Administrator exam.

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 Section 5.2:
Migration and Integration

User Story

As a System Administrator, I want to

move configuration changes from one

instance to another so I can easily

implement updates in our production

instance of ServiceNow.

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 System Update Sets

An Update Set is a group of

customizations that can be moved from

one instance of ServiceNow to another.

Update Sets allow administrators to

group a series of changes into a named

set and then move them as a unit.

Every instance of ServiceNow has a

Default Update Set, however, admins Development Production

should use named update sets for

moving customizations between

instances.

An Update Set example:

A set of enhancements to Incident Management can be grouped in an Update Set called

Incident Management 2.0

While Incident Management 2.0 is marked as the current Update Set, all process changes are

tracked in it
Once the Update Set is marked as complete, it is ready to be moved to a test or production

instance

Basically an Update Set record is a point in time XML snapshot of process records. An Update Set

works by writing changes from tracked tables to the Customer Update [sys_update_xml] table.

An Update Set is used to apply changes that have been checked and verified in another instance.

When merging multiple Update Sets, if several Update Sets have modified the same object, (for

example: the Incident form), the most recent change will be the one moved to the new, merged
Update Set.

An Update Set is a container for configuration records. By navigating to System Update Sets > Local

Update Sets, you can create a new Update Set or set an existing one as your current Update Set.

Use an Update Set to migrate your code. When an Update Set is completed, you can transfer it to
another instance to move customizations from development, through testing, and into production.

The default update set captures changes made to the instance without adding those changes to any
user-created update sets. It is recommended to avoid using the Default Update Set for moving

customizations between instances. Instead, use a named Update Set (user-created).

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 What is Captured in an Update Set?

Process Records Data

Business Rules New Data Records

Client Scripts Modified Data Records

Fields Tasks

Forms and Form Sections Modified CIs

Report Definitions New Users and Groups

Tables Schedules

Views Scheduled Jobs

Roles Dashboards*

Published Workflows

What is captured in an Update Set is typically a customization or a configuration change and does

not include changes to data records. For example, update sets track report definitions and related

data such as data source, report type, style, and sharing settings. However, the actual data and

report output are not tracked in an update set.

*Dashboards are also not captured in an Update Set but can be manually added by using the Unload

Dashboard Function. Using this functionality requires extra steps, so be sure to determine whether

or not the extra steps are applicable. For steps on how to do this, navigate to ServiceNow Product

Documentation: Move a dashboard with an update set.

NOTE: Data is not captured in an Update Set. Examples: a new incident or new change record would

not be in an Update Set.

When completing work, you may want to move data records with your updates. These records can

be useful for testing or training. Data (such as user records, CIs, or locations) can be moved using the

Export XML function.

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 Applying an Update Set

1. Retrieve 2. Preview

a. System Update Sets > Retrieved Update Sets

b. Click Import Update Set from XML

c. Choose a file to upload

d. Upload the file

3. Commit

The typical process of retrieving an Update Set includes:

1. Retrieve

2. Preview

3. Commit

IMPORTANT: You will still be able to load update sets that were created on an older family release

to an instance running a newer family release. However, if you load an update set created on a

newer family release to an instance on an older family release, additional testing will be required to

determine compatibility.

Determine the changes to make in a single Update Set since ServiceNow recommends limiting

Update Sets to a maximum of 100 records to reduce the number of potential conflicts and make it

easier to identify and review changes.

Ensure that all platform records have matching sys_id fields since some platform records are created
on an instance after provisioning and do not match between different instances, leading to

problems with Update Sets. You can clone the production instance onto the sub-production

instance.

NOTE: Newest change will always overwrite older changes.

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 Retrieval from a Remote Instance

To retrieve an update set from a remote instance, in the Production

instance, navigate to System Update Sets > Update Sources and select
the sub-production/development instance with the completed update
set you want to commit.

NOTE: You will need to establish connectivity

to each sub-production instance you will use

to retrieve update sets. Navigate to System

Update Sets > Update Sources > New

As noted in the previous page, the steps to apply an update set are 1) Retrieve, 2) Preview, 3)
Commit. With remote instances, the update sets are already previewed during the retrieval. The

platform does it for you!

Click the Retrieve Completed Update Sets button or related link. Any update sets marked as

Complete are transferred from the source (sub-production) instance to the target (production)

instance.

Select the Retrieved Update Sets Related list to access the Retrieved update set; you will see it was

already previewed.

Select the Update Set you want to commit and click the Commit Update Set button.

NOTE: The first time you connect to a remote instance you will need to specify the connections

setting as described on the form (including Name, Type, Active, URL, Username, Password, and

Short Description). Select Test Connection to ensure a successful retrieval. Save the new remote
instance record.

For more information on how to retrieve update sets from remote instances, navigate to Retrieve

an update set in ServiceNow Product Documentation.

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 Lab 5.2:
System Update Sets

As a System Administrator, I

want to move configuration

changes from one instance to

another so I can easily

implement updates in our

Review an Update Set

Time production instance of
Create a new Update Set

10-15m Make platform changes and capture them in

ServiceNow.
the new Update Set

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 Lab
System Update Sets 5.2
610-15m

Lab Objectives

You will achieve the following objectives:

Review an Update Set

Create a new Update Set

Make platform changes and capture them in a new Update Set

Scenario

As Cloud Dimensions System Administrator, review the Default Update Set to identify

configuration changes that have been captured throughout class.

Then create a new Update Set and capture additional changes that will be transferred to

another ServiceNow instance in the next lab.

A. Review an Update Set

Throughout class, a lot of work you have completed has been captured in the instances

default update set. We will review some of these updates to better understand what is

captured in an update set.

1. Logged into the instance as System Administrator, open Settings from the banner

frame:

2. Select the Developer tab.

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3. Toggle on the switch for Show update set picker in header:

4. Close out of the System Settings window (select the X) and return to your main

instance screen. You will now see a drop-down menu in the banner frame, next to

the user menu:

This is the Update Set Picker menu. It allows you to quickly select an Update Set to

capture platform configuration changes.

5. Navigate to System Update Sets > Local Update Sets

6. Locate and open the Default Update Set within the Global Application:

Note: Alternatively, you could click on the View current Update Set icon, located next to the

Update Set Picker to quickly open the current Update Sets record:

7. Notice how many total Customer Updates have been collected.

How many updates are there?

What items are captured in the Update Set that were created in class?

What items are not captured in the update set but were created in class?

HINT: Sort the Customer Updates using the Updated by column.

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B. Create an Update Set

Now that you have seen the types of configuration changes Update Sets capture, create a new

Update Set and make additional configuration changes.

1. Navigate to System Update Sets > Local Update Sets.

2. Select New to create a new local update set.

3. Complete the form as follows:

Name: Catalog Item Form Changes

Description: Updated and Updated by fields added after Active field on Catalog

Item form.

4. Select Submit and Make Current

5. Close the confirmation message indicating the current update set has been changed

6. Confirm the Catalog Item Form Changes update set

is shown in the Update Set picker:

C. Modify the Catalog Item Form

1. Service Catalog > Catalog Definitions > Maintain Items.

2. Find and open the Infinity item record.

3. From the Form Context Menu, select Configure > Form Design

4. Make the following layout changes:

Add Updated after Active

Add Updated by after Updated

5. Save the form configuration changes.

6. Close the Form Designer and return to the previous tab in your browser. Reload the

form to verify your changes were made correctly.

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D. Mark Update Set Complete

1. Click the View current Update Set icon, next

to the update set picker, to open the update

set record.

2. Notice on the Customer Updates tab that a new record is captured:

Note: The number of Customer Updates captured may vary. Verify you have at least 1 Form

Layout update.

3. Change the Update Set State from In progress to Complete.

4. Save (do not Update) the update set record.

Note: With the status of Complete, this Update Set is now ready to be exported and later

retrieved from another ServiceNow instance.

5. In the Related Links section, select Export to XML.

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Lab Verification

1. Verify you have at least one Form layout update on the Catalog Item table.

Note: The number of Customer Updates will depend on if you made the form changes using

Form Layout or Form Design.

2. Confirm the exported .xml update set file is saved to your local computer. The file

name should begin with: sys_remote_update_set_

For example: sys_remote_update_set_0b6eb5c77d1fb7007f44f6e0330f520a.xml

Wow! Now you know how to create a local update set and make it the current update set,

view platform changes in the update set, complete the update set, and export it to XML

so it can be retrieved by another ServiceNow instance IMPRESSIVE!

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Knowledge Check

What is used frequently to move What are the steps for applying an

customizations from one instance to update set to an instance?

another? - Retrieve

- Update Sets - Preview

- Commit

Which types of records are not

captured in an update set? The first time you connect to a

- Data records remote instance, what do you need to

do to ensure a successful retrieval?

- Test Connection

NOTE: These are not practice questions for the Certified System Administrator exam.

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Section 5.3:
Developer Tools

User Story

As an Application Developer, I want to

retrieve configuration changes from an

XML file that has been exported from

another instance of ServiceNow, so I can

preview and commit the changes to my

Production instance.

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 ServiceNow Guided App Creator and Studio

Create

The ServiceNowGuided Application Creator (GAC) is the new way to set up

applications on the Now Platform. Once setup is complete, Studio provides an
IDE-like interface for application developers to create custom applications.
Application developers can also access Studio to import or open applications.

Use the GAC to create an application record, define roles, designate data tables, and designate the
application for different user experiences. Once you are done with the application setup, you can

use Studio to further develop the application.

ServiceNow Studio offers a simple way to identify and interact with application files, create files as
you develop, and modify existing application files in a tabbed environment. Accessing Studio

requires an admin or a delegated developer role.

With Studio, application developers can:

See exactly what files comprise their application in the Application Explorer

Add new files to their application using a singleCreate Application File interface
Navigate to files using familiar search-by-name or by-type behavior with the Go To dialog

Find code both within and outside an application using the Code Search tool

Operate on multiple files at once using the tabbed interface

Operate on multiple applications at once using multiple studio windows

Publish the application to company instances or the ServiceNow Store

View information about the current application from the Status Bar

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 App Engine Studio (AES)

View and search created

applications

Explore tutorials and helpful

resources to get started

Add data, experience, logic,

and security to our app

Use App Engine Studio for low-code development, automating business processes, and solving
business problems. AES allows you to delegate development work that was once assigned to

administrators, with little to no training. As a result, administrators are freed up to address more

strategic, broader issues in the platform.

With App Engine Studio, you can leverage development tools and build apps quickly using templates

for pre-built solutions. Engage with real-time data and empower employees in your organization

when in this intuitive app development environment.

Using AES, you can also:

Create applications from scratch

Access a list of recent applications you have built

Access links to add objects to apps, browse app templates, and learn more about the available

tools

Browse through a list of templates you can use to create an app with preconfigured data,

experience, automation, and security

NOTE: App Engine requires a separate purchase.

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 Delegated Developers

Delegated developers

are non-administrator
users and groups which
are assigned one or
more permissions to
develop applications.

Each permission grants

one or more delegated-development-specific

roles to retain control

over the system without
having the admin role.

In addition to deployment permissions, delegated developers can be granted the following

permissions:

All File Types: Grants the developer access to all application file types including some not

granted by the other options

Integrations: Grants the developer access to web service APIs, REST APIs, and data sources
Reporting: Grants the developer access to reports and scheduled reports

Workflow: Grants the developer access to the Workflow Editor and Activity Creator

Service Catalog: Grants the developer access to catalog related file types such as catalog

items, record producers, and variables

Service Portal: Grants the developer access to Service Portal editors and tools
Flow Designer: Grants the developer access to the Flow Designer design environment to

create flows and actions. Script action steps require the Allow Scripting permission

Tables & Forms: Grants the developer access to model and layout related file types such as

table columns, form layout, and list layout

Manage ACLs & Roles: Grants the developer access to security-related file types such as
access controls and user roles

Allow Scripting: Grants the developer write access to script fields such as those in business

rules, client scripts, and Flow Designer script action steps

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 Application Scopes

Application scoping protects applications by identifying and restricting access to available

artifacts and data.

Applications developed prior to application scoping are in the global scope.

All custom applications have a private scope that uniquely identifies them and their

associated artifacts.

Administrators can specify what parts of an application are accessible to other applications from the
custom application record and each application table record.

For example, suppose that you create a conference room booking application in its own application

scope. By default, the application can access and change its own tables and business logic but not
other applications unless you give them explicit permission.

The application scope ensures:

The conference room booking application does not interrupt core services

Other applications do not interfere with its normal functioning

By default, the application can access and change its own tables and business logic but not other

applications unless the receiving application allows access. The application scope prevents naming

conflicts and allows the contextual development environment to determine what changes, if any,

are permitted. Application developers specify an application scope when they create an application.

The global scope is a special application scope that identifies applications developed prior to

application scoping or applications intended to be accessible to all other global applications.

The system adds a namespace identifier to the front of application artifacts such as tables, scripts,
and configuration records.

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 Automated Test Framework

Consider using the Automated Test Framework (ATF) to create and run
automated tests on your ServiceNow instance after modifying it.

These tests provide enough flexibility to help confirm the instance still

Not works as designed, including:

- Mimicking user actions with no scripting, such as opening a form, setting field
values, etc.
- Searching for a catalog item, adding an item to a shopping cart, etc.
Tech
- Testing business rules, script includes, etc.
- Using REST requests to create, retrieve, update, or delete records

Tests include a series of steps that the test attempts to execute when ran. Once run, the Automated
Test Framework creates a Test Results record, which is available through a related list on the test

record.

Additionally, all test records are defined with test steps - the individual steps and the order in which
the test should execute them. A test step includes an action to take and the data needed to take

that action. ATF includes a number of a default set of step types (or step configurations), but custom

types can also be defined.

If a test includes steps that involve a form or other user-interface element, it will run the steps in a

browser tab or window on-demand, or scheduled at a set time. Running tests in a browser is

especially useful to watch the test execute in real-time.

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 Documentation: Developer

developer.servicenow.com is a great resource for developers, but also anyone interested in

developing applications within ServiceNow.

There are great resources here related to development, including: scripting API references, free

training and documentation, communication with other developers in your community, shared
projects, and access to a free, personal developer instance.

To claim a brand new instance, navigate to the Developer site and create an account!

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 Lab 5.3:
Update Source -
Update Sets

As an Application Developer, I

want to retrieve configuration

changes directly from a

Development instance of

ServiceNow so I preview and

Sign up for a developer instance commit the changes to my

Time
Define an Update Source

10-15m Retrieve, preview, and commit the update set Production instance.
from your student instance

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 Lab
Update Source Update Sets 5.3
610-15m

Lab Objectives

You will achieve the following objectives:

Sign up for a developer instance

Define an Update Source

Retrieve an Update Set, Preview and Commit platform changes to the developer

instance

Scenario

To end class, you will sign up for a developer instance on the ServiceNow Developer Portal.

You will also practice the procedure of retrieving a completed update set from one instance of

ServiceNow and committing the platform changes to the developer instance.

This emulates the experience of taking configuration changes made to a development instance

and pulling them into a production instance.

Lab Dependency: Requires the completion of Lab 5.2: System Update Sets

A. Register for the ServiceNow Developer Program

Even if you are not a developer or plan to create custom applications in ServiceNow, you

can still enjoy access to your very own instance of ServiceNow! Your developer instance

will be used to complete the Capstone Project (Lab 6), plus you can revisit topics covered

in the class at any time!

1. From your web browser, navigate to https://developer.servicenow.com/

2. Select Sign up and Start Building on the home page, fill out the form, and agree to

terms of use before selecting Sign Up.

3. You will receive an email to activate your account and validate your address. Then,

select Sign In.

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4. In the Getting Started window, select Yes, I need a developer oriented IDE. Then,

select Next.

5. Select the check box to agree to the ServiceNow Developer site terms of use. Then,

select Finish Setup. Your instance will be prepared with the latest family instance.

6. Capture the Username and Password shown in My Instance.

IMPORTANT: These credentials will not be displayed again once you leave this page.

https://devexample.service-now.com

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 7. You can either select Your instance URL to login or select Open Instance for your

instance to open in another tab.

Note: You may need to use the password captured in step 6 to sign into your instance as System

Administrator.

If you inadvertently leave this page or forget your password, select Your Profile > Manage

instance password and select the link to reset instance password.

B. Define an Update Source

1. Within your developer instance, navigate to Service Catalog > Catalog Definitions >

Maintain Items

2. Find and open any item record with a Category of Hardware

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 3. Observe the Updated and Updated by fields are not displayed on the form.

C. Import Update set from XML

1. In your developer instance, navigate to System Update Sets > Retrieved Update

Sets.

2. Scroll to the Related Links section and select Import Update Set from XML

3. Select Choose File

4. Locate the file downloaded in Lab 5.2 when you exported the update set to XML.

5. Select Upload.

6. Select the Catalog Item Form Changes update set with the state of Loaded.

7. Select the Preview Update Set button.

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 Note: Previewing compares an update set retrieved from a remote instance to updates on the

local instance to detect potential problems. For the purpose of this lab, we are using the update

set retrieved in Lab 5.2 to ensure a successful preview.

8. Select the Close button from the Update Set Preview dialog box once the preview is

complete.

9. Select Commit Update Set.

Note: Committing an update set applies all changes to the instance and creates a local copy of

the update set that contains an update record for every change.

10. Close the Update Set Commit progress pop-up once it has reached 100%.

D. Locate Retrieved Update Sets

1. System Update Sets > Retrieved Update Sets.

2. You should see the Catalog Item Form Changes update set with a Committed state:

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LAB VERIFICATION

1. Navigate to Service Catalog > Catalog Definitions > Maintain Items

2. Select any item record with a Category of Hardware (e.g. Standard Laptop)

HINT: You can also get back to this catalog item easily by using the History tab.

3. Verify the Updated and Updated by form fields are visible:

Good job! You have learned how to bring over configuration changes from another

instance by retrieving, previewing, and committing the update set!

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Knowledge Check

Which ServiceNow tool is used by What protects applications by

developers to create custom identifying and restricting access to

applications? available files and data?

- Studio - Application Scoping

A non-administrator user who is How can a user display the current

assigned one or more permissions application scope in the banner

to develop applications is called: frame?

- Delegated Developer - System Settings (gear icon)

- Developer tab
Which site offers help and training to - Show application picker in header
ServiceNow developers?

- https://developer.servicenow.com

NOTE: These are not practice questions for the Certified System Administrator exam.

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Module 6

Capstone Project

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 Capstone Project

Show off your skills!

To help reinforce the various topics

presented in ServiceNow

Fundamentals, we present the final

course component: a take-home, eight-task

Capstone Project.

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 Formats

The Capstone Project is available in two formats:

1 2

Challenge Step-by-Step

Included in your participant guide Downloadable from your instance

Provides minimum assistance to Provides full assistance to achieve

achieve end results; objectives end results; detailed instructions

are given but how you get there is are given to walk you through the

mostly up to you completion of each task

The Capstone Project: Challenge Format is included in your participant guide. We strongly

recommend that you try to solve each Capstone Project task using just the Challenge format. If you

have difficulty completing a task, you can refer back to slides, notes, and labs.

If you find yourself still struggling, or prefer to complete the tasks by the book then no worries!

Step-by-Step task solution guides are available. Locate and download these solution guides from

your class lab instance. They are located with the lab materials on your Instance information page.

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 Scenario for the Capstone Project

Cloud Dimensions has developed and tested a series

of Infinity devices, used as an example throughout

this course

After great success demonstrating said devices at

various trade shows and conferences, Cloud

Dimensions has officially begun production on a new

product: the Handheld Holographic Display

ServiceNow will act as a Support Portal for HHD.

Handheld Holographic Display

Cloud Dimensions needs a software solution to support new business processes, which are still

being developed, and requires that the solution be able to scale appropriately in order to support

ongoing, rapid growth.

ServiceNow has proven to be the best solution to meet Cloud Dimensions current requirements and
support plans for ongoing expansion. Therefore, Cloud Dimensions is ready to move forward with a

ServiceNow implementation for their latest product, the Infinity Handheld Holographic Display

(HHD).

A worldwide product launch date is aligned with the ServiceNow Go-Live date, so as a Cloud

Dimensions System Administrator, you have been tasked with the responsibility to customize the

Cloud Dimensions instance in support of technical needs for employees and customers alike!

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 Completing the Capstone Project

Working within a developer instance of

ServiceNow, you will be a system
administrator (unless impersonating another
user) and use the knowledge gained from
this course to complete eight tasks.

These tasks include topics discussed here in

detail as well as new topics giving you the
opportunity to explore ServiceNow.

The ServiceNow Fundamentals Capstone Project is meant to be completed on a developer instance

of ServiceNow. Refer to Lab 5.3: Update Source Update Sets in the course for registering in the

developer program.

Remember once you start the Capstone Project: this is suppose to be a fun exercise! It is meant to

test the knowledge you gained in class and, most importantly, give you a chance to look around in

the ServiceNow platform.

If you start with the Challenge format as suggested, remember to use all of the resources

discussed in class, including docs.servicenow.com.

Enjoy!

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 Lab
Capstone Project -
6.1
Challenge Format
6120-150m

Capstone Tasks Overview

The Capstone Project has been divided into eight task categories to guide your deployment:

1. Instance Customization

2. Incident Management Configuration

3. User Administration

4. Service Catalog Item Fulfillment Automation

5. Knowledge Base Management

6. Mobile UI

7. Task Assignment and Communication

8. Scheduled Reports

These tasks correlate to topics found in the ServiceNow Fundamentals materials.

To successfully complete the Capstone Project, you must select the Capstone Project article in

the ServiceNow Fundamentals Class Knowledge Base of your lab instance. This will download a

zip file to your local machine titled Capstone Project which contains relevant task files, as well as

the Step-by-Step Solution guides for every task.

Task 1: Customize Your Instance

Customize the instance to feature Cloud Dimensions branding styles that are familiar to both

employees and customers. To accomplish this, you will create an organization company record to

include contact information and new welcome page content.

A. Configure Company Settings and Welcome Page

Configure the following system properties for the Now Platform User Interface:

Page header caption: HHD Service Portal

Browser tab title: HHD Service Portal

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 Banner image for UI16: CloudDimensions_App.png

Header background color: #68a0ae

Header divider stripe color: #ffffff

Create new Welcome Page Content text for all users on the login page to say:

Short description: Welcome to Cloud Dimensions

Text: Welcome to the home of Handheld Holographic Display! If you are an employee of

Cloud Dimensions, please use your company login credentials to enter.

B. Create New Organization Company Record

Use the Organization Application to create a company record with the following company

information:

Name: Cloud Dimensions

Phone: 800-555-5555

Street: 3260 Jay Street

City: Santa Clara

State / Province: CA

Zip / Postal code: 95054

TASK VERIFICATION

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Task 2: Update Incident Management

Modify the Incident form so that it can support a new process for troubleshooting technical

issues reported by HHD users.

A. Modify the Incident Form

1. Create a new field and add it to both the Default and Mobile View of the Incident

form with the following properties:

Name: HHD Model

Type: String

Field length: Small (40)

2. Configure the Default View and place the HHD Model field beneath the Configuration item

field

3. Configure the Mobile View and place the HHD Model field beneath the Caller field

4. Modify the Category field on the Incident form to include a new HHD choice.

TASK VERIFICATION

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Task 3: User Administration

Create a new user group that is responsible for troubleshooting HHD incidents and fulfilling

Service Catalog HHD requests.

A. Create Users, Groups, and Roles

Under the existing Service Desk group, create a new child group called Infinity Support that

includes the itil role and has Fred Luddy as the group manager.

Create or add the existing users to the group:

Beth Anglin

Bud Richman

David Loo

Kara Prince

Waldo Edberg

Additionally, set Fred Luddy as the Manager under Kara Princes user record.

TASK VERIFICATION

Task 4: Automate Service Catalog Item Fulfillment

Process automation can be accomplished using Flow Designer Flows. Create a flow to automate

the fulfillment process for a service catalog item.First, you will import an HHD Prototype item into

the Service Catalog to be requested, and develop a Flow Designer flow to support and complete

the fulfillment process.

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 Configure your developer instance to accomplish the following:

A. Import a Service Catalog Item

Import an Update Set (cd_hhd_catalog_item.xml) containing the HHD Prototype Service Catalog

item into the instance. Remember to retrieve, preview, and then commit!

B. Create a New Flow Designer Flow

Develop an automated process to fulfill internal HHD Service Catalog requests. It should feature

the following activities in this particular sequence:

Approval by the requesters manager

The Approved path marks the requested item as approved with an

Approval Action

The Rejected path marks the requested item as rejected, sends a

rejection email to the requester, and then ends the workflow

Continuing the Approved path are three Catalog Tasks:

Catalog Task 1 details the steps for ordering the HHD item and is

assigned to the Procurement group

Catalog Task 2 details the steps for configuring the HHD and is

assigned to the Software group

Catalog Task 3 details the steps for delivering the HHD and is also

assigned to the Service Desk group

Upon completion of all three catalog tasks, mark the requested item complete

TASK VERIFICATION

A. Test the Flow Order an HHD Prototype

To test the Flow, impersonate David Loo and order the HHD Prototype. Then

impersonate Davids manager to approve the request.

NOTE: Before impersonating David Loo, navigate to sys_properties.list and locate the

com.snc.process_flow.reporting.level property. Set the Value to ON.

1. Impersonate David Loo

2. Navigate to Self-Service > Service Catalog

3. Select the Hardware category.

4. Locate and select the HHD Prototype item.

5. Confirm the title, description, and picture are displayed.

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 6. Select Order Now.

7. Write down the RITM number to be used later.

8. End Impersonation.

9. Impersonate Bud Richman (Davids manager).

10. Navigate to Service Desk > My Approvals

11. Open the approval request by selecting the Requested hyperlink.

12. Select Approve.

13. End Impersonation.

B. Complete the Tasks to Fulfill the Request

As the System Administrator, you will test the flow logic by completing the catalog tasks

rather than impersonating users in the fulfillment groups.

1. Navigate to Service Catalog > Open Records > Tasks

2. Open the task with the short description, Order the Infinity HHD

3. Select Close Task.

4. From the List Context Menu, select Refresh List (or refresh your browser).

5. Open the task with the short description, Configure the Infinity HHD.

6. Select Close Task.

7. Refresh the list.

8. Open the task with the short description, Deliver Infinity HHD.

9. Select Close Task.

C. Review Flow Execution

1. Navigate to Flow Designer > Designer

2. Select Todays Executions.

3. Open the Infinity Workflow execution.

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 4. Review the status of the workflow (Completed) and the State of each step. Is it what

you expect? If not, troubleshoot and work through the Lab Validation steps again.

Task 5: Update Knowledge Base

Populate the Knowledge Base with a new category that will contain two articles to support

internal requesters and process users. Additionally, you must abide by company security

protocols and ensure the information is accessible by the appropriate parties.

Note: By default, all Knowledge Base articles must go through a Review Process before they are

published. You will enable automatic publishing on the Knowledge Base level.

A. Enable Automatic Publish

Adjust the settings for the IT Knowledge Base to allow for Knowledge Base articles to instantly

publish upon submission using a publish workflow to bypass any review period.

B. Create a Requester Article

Create an article containing instructions for requesting an HHD through the ServiceNow Catalog.

This article must be available to all users and located in the IT Knowledge Base under the HHD

category. It should contain the following properties:

Short description:

Requesting an HHD from the Service Catalog

Text:

To request an HHD, navigate to Self-Service > Service Catalog.

Next, click on the Hardware category and locate the HHD item. You may also use

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 the Service Catalog search field to locate the item.

Click on the HHD item name to open the ordering screen where you can

customize your request. Once satisfied, click the Order Now button on the right-hand

side.

C. Create a Process User Article

Create an article containing instructions for supporting inquiries about HHD requests through the

ServiceNow Catalog. This article must be available to all users with the itil role and located in the

IT Knowledge Base under the HHD category. It should contain the following properties:

Short description:

Supporting HHD Service Catalog Requests

Text:

If the requester has a question about requesting an HHD, redirect them to the

other Knowledge Base article: Requesting an HHD from the Service Catalog.

If the requester has placed an order and would like to know about their request,

please have them contact [email protected].

TASK VERIFICATION

Task 6: Configure the Mobile UI

Configure the Mobile UI to allow users to request an HHD from the Service Catalog and create a

custom application menu with a module to track and manage active HHD incidents.

A. Publish a Service Catalog Item to the Mobile Interface

Update the HHD Service Catalog item and set its availability to display in both the Desktop

and Mobile User Interfaces.

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B. Develop an Application Menu for the Mobile Interface

The application menu should be named HHD Incidents and limited in access to only those users

with the itil role. It should contain one module named Active that displays all incident records

that are active and associated with the HHD category.

Create a test incident by Kara Prince which has the HHD category and a short description My HHD

will not turn on.

TASK VERIFICATION

Task 7: Enhance Task Assignment and Communication

Define an assignment rule that automatically assigns incidents to the Infinity Support group, if the

category is HHD.

Then, develop an email notification related to new critical HHD incidents assigned to the Infinity

Support group. Afterwards, test to ensure the email sends correctly.

A. Define an Assignment Rule

Define an assignment rule with the following details:

Name: HHD Incidents

Condition: Category | is | HHD

Assignment group: Infinity Support

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B. Create an HHD Priority 1 Incident Notification

Create an email notification containing details about newly opened Priority 1 incidents that have

HHD as the category. This notification should go to the current Infinity Support Manager only

when a new Priority 1 HHD incident is created and assigned to the Infinity Support group. The

notification should contain the following properties:

Name: P1 HHD Incident

Subject: A new P1 HHD Incident has opened: ${number}

The Message HTML text should contain a collection of dynamic information listing:

o when the incident was opened

o who opened the incident

o the description of the incident

Verify the email is sending to the Infinity Support Manager by creating a new Priority 1 HHD

incident assigned to the Infinity Support group and checking the System Outbox.

TASK VERIFICATION

Task 8: Schedule a Report

Work with the Report Designer to create a report which displays the number of incidents that are

active and tied to the HHD category. Additionally, group the data by priority.

Schedule the report by sharing it with the Infinity Support group every Monday to coincide with

their incident review meeting.

A. Create a Report

Set the following properties for the new report:

Name: Active HHD Incidents by Priority

Source type: Table

Table: Incident [incident]

Type: Pie

Group by: Priority

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B. Schedule the Report

Schedule the Report to run weekly, every Monday at 8:30am, and sent to the Infinity Support

group.

Add the following schedule details which will appear within the email containing a copy of the

report:

Subject:

Current HHD Active Incidents Count

Introductory message:

Please find included the current count of all active HHD incidents grouped by

priority.

This information will be discussed during the teams incident review meeting

today at 9:00am.

TASK VERIFICATION

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