SERVICENOW

PPT BY PAVANKUMAR
……..861(SsS)
Agenda
• Introduction
• What is Servicenow
• Benefits of Servicenow
• Why is Servicenow
• Who uses Servicenow
• Products of Servicenow
• Who can learn Servicenow
• Servicenow foundation course
 Introduction
• ServiceNow is a software platform that supports ITSM and
automates common business processes (ITBM).
• This is a platform-as-a –service (PaaS) provider of service
management
• This software as a service (SaaS) platform contains a number
of modular applications
• It was founded in 2003 by
FredLuddy
DavidLoo
Don Goodliffe
Bow Ruggery
• Headquartered in Santa Clara, California
CEO of Servicenow

Frank Slootman-May 2011

 What is Servicenow
• Servicenow is a IT Service Management tool
designed as per ITIL guidelines.
• This is cloud platform with one user interface
and one data model.
• The main vision of servicenow is build a cloud
based platform that would enable regular
people to create a meaningful application to
route work through enterprise
 Benefits of Servicenow
• Hosted in the cloud
• Based on ITIL
• Customizable
• Data confidentiality and integrity
• Improved operational tracking
• Continuity of service
• On demand IT Service Management
• Customer self service
• Powerful reporting
 Why is ServiceNow?
• Reduction of ITSM costs by 60% to 80%.
• Uses technology as a tool.
• Process improvements with agility and low
risk.
• Uses servicenow technology as a tool not a
barrier.
• Don’t have to choose between upgrading and
configuring
 Who uses service now?
• Employees - To request IT business services.
• IT support staff - To manage service requests, incidents
and problems.
• Administrators - To manage applications available to
selected users, granting them roles and other access
controls.
• Implementers - To deploy process applications and
platform features that address an organization business
needs.
• Developers - To create new functionality with scripts
or custom applications to extend standard
configurations.
 Products of ServiceNow
• IT Service automation Application – Helps IT spend more time
delivering innovative business solutions.

• Project portfolio Management Applications – Includes demand,

project portfolio,resourse management and SDLC.

• Custom application development - developers can rapidly turn

ideas into working applications.

• Work management - helps organizations manage works tasks of

any kind that need to be performed on that location.

• Performance analytics – an easy to use, cloud based IT and

business intelligence ,applications designed for reporting and
analyzing performance in servicenow.
 Who can learn servicenow?
• There are no prerequisites to learn service now.
• Although awareness of programming knowledge
would be little helpful during the course.
• Every API feature used, will be based on the
servicenow platform.
 ServiceNow Foundation Course

Introduction System
and End User Administrator
Overview Role (ESS) Role (Admin)

1 2 3 4 5
User IT User
Interface Role (ITIL)
 1.Introduction and Overview
Objectives
• Explain what Service-now.com is and what it does
• Navigate through Service-now.com and search for
items
• Work with links, lists, and forms to create an Incident
as an End User (ESS)
• Investigate a Problem, recommend and implement a
Change as an IT User (ITIL)
• Perform system configurations and personalization as
a System Administrator (Admin)
 2.User Interface
1. Welcome screen and home pages by role
• Homepages by role
• Service catalog -
- Banner Frame
- Application Navigator
- Content frame
• Knowledge Base catalog allows users to create,
edit and view knowledge articles to share
information across organization.
2. Content Frame and information formats
- Home Pages and service catalog
- Forms are used to display information from
a record in a data table
- Lists display information in a table,
organized in a sortable columns
 3.End User role
What we can see and do as a servicenow end user:
• Employee self service(ESS)role is to request a new
software.
End user can:
-Make request
-View knowledgebase articles
-Report problems and log incidents
• Use the Standard Self Service Interface(SSI) is
used to create a new Incident to report a
problem.
 4.ITIL USER
Two major roles:
1. Handling incidents and Investigating
problems.
2. Scenarios.
Handling incidents and Investigating problems.
• Classification and initial triage
• Investigating and diagnosis
• Resolution and recovery of the service
• Incident closure, monitoring, tracking,
ownership and communication.

UEGENCY1 URGENCY2 URGENCY3

IMPACT1 PRIORITY1 PRIORITY2 PRIORITY3

IMPACT2 PRIORITY2 PRIORITY2 PRIORITY4

IMPACT3 PRIORITY3 PRIORITY4 PRIORITY5
 Incident Problem Change
An incident means A change means
something A problem what’s done to fix
stopped working means the problem.
and needs to be investigating why
fixed immediately.
The change might
the laptop can’t be as simple as a
print. software upgrade,
For example an
employee can’t or a new network
print from their printer may be
laptop. required.
Scenarios :
• Scenario 1
- View incident than escalate
• Scenario 2
- Escalate the problem to a change
- Perform a risk calculation.
 5.System Admin
• This is the last module of Servicenow System
admin
• ITIL user + ability to customize servicenow
- customize the Forms
- impersonate a User
System Administrator :
Applications
• Self Service Application
- same as an End-users
• Standard IT applications
- Incident, problem and change
- same as ITIL user(Fulfiller)
• System Administration Applications