Documenti di Didattica
Documenti di Professioni
Documenti di Cultura
Author:
Alta de Beer
November 2013
Table of Contents
1.
2.
3.
3.1.
3.2.
4.
5.
5.1.
5.2.
5.3.
5.4.
5.5.
5.6.
6.
6.1.
6.2.
6.3.
6.4.
6.5.
6.6.
6.7.
RELEASE MODULE....................................................................................................................................................... 13
6.8.
6.9.
6.10.
7.
VIEWS ............................................................................................................................................................................. 15
7.1.
OVERVIEW .................................................................................................................................................................. 15
7.2.
7.3.
7.4.
7.5.
SEARCH OPTIONS............................................................................................................................................................ 18
8.1.
8.2.
8.3.
8.4.
8.5.
8.6.
9.
10.
ATTACHMENTS ........................................................................................................................................................... 25
10.1.
10.2.
11.
REPORTS ..................................................................................................................................................................... 26
11.1.
11.2.
11.3.
11.4.
11.5.
11.6.
12.
MY PROFILE ................................................................................................................................................................ 32
12.1.
12.2.
1. Service-Now at a glance
Service-Now is the IT Service Management tool designed to meet service management needs for Anglo
American IT end users.
All Anglo American employees will be using Service-Now to submit and track
Service-Now is integrated with Active Directory (AD) hence your Service-Now (SNOW) password will be
same as your domain password.
2. Accessing Service-Now
Open Internet Explorer
Type the Service-Now URL in the address bar
by clicking the
icon OR
click Favourites and then
Add to favourites.
https://hclangloprod.service-now.com
The login page will be displayed.
3. User Roles
There are two types of users in Service-Now:
End User All Anglo American users will be able to access the Service-Now Employee
Self-Service portal.
all users will be able to access the portal by using their normal Active directory id and
password.
Users can log incidents and service requests from the SNOW ESS portal.
Anglo
American Service Owners can also use the portal to approve changes or service requests.
Support User IM support staff that has to manage IM services e.g. managing Incidents will
have access to Service-Now IT Service Management Suite.
Service-Now license is issued to the user and the ITIL role allocated to the user profile.
3.1.
When a person with the End User role access Service-Now they will have be routed to the Employee
Self-Service Portal.
From here they can request IM Services or track progress of existing tickets /
3.2.
When a person with the Support role access Service-Now they will have be routed to the Service-Now
IT Service Management Suite (ITIL Homepage).
4. ITIL Homepage
There are three different types of color tags being used in Service-Now forms:
5.2.
Predictive search
The system searches and prompts various possible options as you type information in a field. This
predictive search capability is available for fields which have search icon besides them.
Requestor field allows searching by name or email id.
5.3.
You can see more information about the subject in the field by hovering over Information icon next to
the field.
This icon is present near multiple fields, (requester, company, assignment group, etc..)
5.4.
Tool tips
5.5.
Activity Log
5.6.
Journal fields
Additional Comments:
Entries made in the Additional comments field are viewable by the Customer.
Work Notes:
Entries made
10
6. Service-Now Modules
6.1.
Default Modules
6.2.
Self Service
11
6.3.
Service Desk
6.4.
Incident Module
12
6.5.
Problem Module
6.6.
Change Module
6.7.
Release Module
13
6.8.
Configuration Module
6.9.
14
7. Views
7.1.
Overview
15
7.2.
Personalised Columns
7.3.
Basic Filtering
16
7.4.
7.5.
Exporting results
17
8. Search Options
8.1.
18
8.2.
19
8.3.
Adding filters
20
8.4.
Saving filters
21
8.5.
22
8.6.
23
9. Creating Labels
Depending on the module there are different actions available on selected rows.
When you select Assign Label a new label will be created under the Navigation panel.
Be careful you cannot delete these labels later (only Administrator can remove them)
24
10. Attachments
10.1. Adding Attachments
25
11. Reports
11.1. Default view
26
27
28
29
30
31
12. My Profile
32
33
34