ServiceNow System Administration

From 0 to Hero
Professional Experience

• 7 years in the industry

• 4 years of interacting with
ServiceNow
• 2 years of ITSM Consulting

About me

• Teaching
• Hiking
• Water Polo
• Animals
ServiceNow Agenda
1 Course Overview

2 Introduction to ServiceNow
3 ServiceNow User Interface
4 Configure / Manage Applications
5 Users and Groups
6 Form Activities

7 SLA
8 Access Control Lists
9 Service Catalog
10 Reports and Dashboards
11 Knowledge Base
12 Summary
 Outcome

A Who is this course for? B Master ServiceNow basic activities C ServiceNow CSA

• Beginners • Application Management • Resources

• ServiceNow Admin • Security • Quiz
• ServiceNow Developers • Forms • Closer to the real
• SLA exam
 What is ServiceNow?
ITSM Platform (PaaS) OOB Application Suite
Link real-time data with activities, Maintaining Day to Day Activities
tasks and processes

Infrastructure Relational Database

Handles Asset Management Highly Customizable

ITSM- IT Service Management Up to date

Aligned to ITIL Framework 14+ Releases so far

 Use Case - Training

Training Catalog Dashboards

Users Automations OLA/SLA ACL KAs
Management Items & Widget
User Interface

Configure
ServiceNow User
the
Instance Interface
banner
Configure the Banner

Change the Logo /Banner

image

Edit the Page header

caption

Adjust Color of the banner

frame
Obtaining your ServiceNow Instance

Navigate to : https://developer.servicenow.com.

Select “Register”

Fill in the form

Confirm your email address

Sign In with your provided credentials

Read & Accept the License Agreement

Request Instance

Select version

Login & Change the initial password

Make use of your own Instance

Configuring and Managing Applications
Application Management

Tables

Forms Design & Layout

Lists

Filters

Application Development

Application Access

Quiz

Summary
What are the Tables?

A table is a The tables are Every record

collection of divided into corresponds to
records in the columns which a row from a
DB. correspond to table.
fields in the
records.
Table categories:

Base
Extended Reference
tables/Parent
Tables Tables
Tables
About Forms

Displays Information from a record

Different Information based on the record

Editable

Configurable
Application Development

Components

Application
Tables UI Elements Dependencies Integrations
Files
• Base table • Menus • Business Rule • Table • Rest
• Custom table • Modules • Workflows • Application WebServices
• Lists • UI Actions files • JSON
• Forms WebServices
• SOAP
WebServices
Application Management - Summary

Tables Forms Lists

Filters Application
Managing Users and Groups – User Administration

Email
User Group Role
Notifications
User Every person within the Organization that has access to

Administration User ServiceNow is defined as a user.

Entity that can be authenticated.

Assigned with roles that match their job.

Collection of users that are commonly performing

Group activities related to their job.

A user can be assigned to multiple groups.

Identity assigned to users or groups.

Role
Multiple users and groups can be assigned with the
same role.

OOB roles included + possibility of creating new ones.

Assign the role to a group and not to a user.

Email Notifications
Managing Users and Groups - Summary

User Group Role

Email
Email
Assign Role Inbound
Notifications
Actions
Form Activities - Automation

Business Client
Rules Scripts

Script
JavaScript
Includes
Business Rules

What? When?
• Server Side Script • Automate fields
• Run on the • Create events for
customer browser notifications
• Access/Modify • Restrict fields
Record
Client Scripts and Script Includes

Client Scripts Script Includes

• What?
• What?
• System to run JavaScript on the client side
• Form submission; Form loads; field changes value • Script includes are used to store JavaScript that runs on the
server.
• Create script includes to store JavaScript functions and classes
• Why? for use by server scripts. Each script include defines either an
object class or a function.
• We will want to consider using script includes instead of global
• Configure forms or form fields business rules because script includes are only loaded on
• Automation request.

• Types: • Why?

• OnLoad • Avoid redundant code

• OnChange • Improved Performance
• OnSubmit • Identify issues faster
• OnCellEdit
Client Scripts and Script Includes

Client Scripts Scripts Includes

What? What?
• System to run JavaScript on the client side; • Script includes are used to store JavaScript that
• Form submission; Form loads; field changes value runs on the server.
• Each script include defines either an object class
Why? or a function.
• We will want to consider using script includes
• Configure forms or form fields instead of global business rules because script
• Automation includes are only loaded on request.

Types: Why?
• OnLoad
• Avoid redundant code
• OnChange
• Improved Performance
• OnSubmit
• Identify issues faster
• OnCellEdit
Introduction to SLA

SLM

SLA OLA

UC
Introduction to SLA

SLM

Responsible
Negotiate SLA and Quality of
for monitoring
Design Services Services
sub processes
Introduction to SLA

OLA

Defines responsibilities and

Internal Agreement
services
Introduction to SLA

UC

Printer maintenance but

Contract between an IT provider and a
with parts from the
3rd Party
manufacturer
Introduction to SLA

SLA

Defines Monitor the

Agreement between IT
responsibilities amount of time for
Service Provider and a
and services for a task to be
customer
both parties completed
Access Control Lists

Training Management Catalog

End User
Support Group Members Administrators

Training Training List

Order Table Table

Information
about Training
Training Names
tickets
SLA - Summary

SLA OLA UC

SLA
Workflows
Definitions
ACL - Components

Object Operation

Permission
ACL - Evaluation Process Access to Object or Operation is
requested

Search for matching ACL Rule

Evaluate required permissions for

Object or Operation

User has No
No role?

Condition No
is true?

Script is No
true?

Allow access to the object and Deny access to the object

operation and operation
ACL - Summary

Access
Components
Control List

Evaluation
Demonstration
Process
Service Catalog - Intro

Service Catalog Workflow

Categories Items Variables

Reporting, Dashboards and Widgets – Intro

Dashboards Widgets

Reports
Dashboards, Widgets and Reporting – Summary

Dashboards

Widgets

Reports
Knowledge Management - Intro

Knowledge
Management

Knowledge Knowledge
Base Articles

Create Create Retire

Knowledge Management – Summary

Knowledge
Base

Retire Create
Knowledge Knowledge
Article Article
Form Activities – Summary

Business
Rules

Scripts Client
Include Scripts