ServiceNow System

Administrator – From
0 to Hero
IT LIFE CLUB Learning
 Meet and Greet Agenda
Course
Introduction
Learning
Achievements
Objectives
Course Introduction
Professional Experience

• 11 years in the IT industry

• 8 years of interacting with
ServiceNow

About me

• Teaching
• Motorcycles
• Football
Agenda Theory Demonstration Quiz Exercise
Agenda

Introduction
Course Access
to SLA
Overview Control Lists
ServiceNow

ServiceNow Configure /
Service Reports and
User Manage
Catalog Dashboards
Interface Applications

Users and Form Knowledge

Summary
Groups Activities Base
Learning Outcome

Who is this Master ServiceNow

course for? ServiceNow Certified
• Beginners • Application • Resources
• ServiceNow Management • Quiz
Admins • Security • Close to the
• ServiceNow • Forms official exam.
Developers administration
• SLA
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 20+ Releases so far

Why ServiceNow?
Fast 3
Configurable and
• Built to manage everything 5
as a service Customizable
Develop your own
• Reliable and solid
applications
architecture
Forms, Rules and Scripts

Cost Effective 2
• Cloud-Based solution
• ITSM automation Complete 4
• OOTB solutions
• Reliable

Simple 1
User friendly for all
stakeholders
• Support teams
• Management
• End Users
Use Case

White collar Training Blue collar

• Order trainings in a • ServiceNow • Order trainings in a
digital format digital format
• Access • Access
• Track progress • Track progress
 Use Case

Training Catalog Dashboard

Users Automations OLA/SLA ACL KAs
Management Items s & Widget
ServiceNow User Interface - Intro
Obtain a ServiceNow User User Interface
ServiceNow PDI Interface Configuration
ServiceNow User Interface - Intro
Navigate to : https://developer.servicenow.com

Select “Sign up and Start Building”

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

ServiceNow User
Interface
Obtain your Personal Developer
Instance
ServiceNow User
Interface
Exploring the User Interface Exploring
the User Interface
Configuring the Banner
Change the Logo /Banner Edit the Page header Adjust Color of the banner
image caption frame
ServiceNow User Interface - Summary
Obtain a ServiceNow User Banner
ServiceNow PDI Interface Configuration
Application Management

Forms
Application Application
Tables Design & Development Access
Layout

Lists Filters Quiz Summary

What are the Tables?
The tables are divided into
A table is a collection of columns which correspond to Every record corresponds to
records in the DB fields in the records a row from a table
Table Categories
Base tables/Parent Tables

Extended Tables

Reference Tables
ServiceNow User
Interface
Creating a table
The ServiceNow Forms

Displays Information from a record

Different Information based on the

record

Editable

Configurable
ServiceNow User
Interface
Configuring Forms Design
ServiceNow User
Interface
Configuring Forms Layout
ServiceNow User
Interface
Configuring Forms with Form Builder
Configuring Forms with Form Builder

Form
Builder

Form Form
Layout Design
Configuring Forms with Form Builder

Add a reopen count field to the

Incident form
ServiceNow User
Interface
Configuring Related Lists and Views
Configuring Related Lists and Views

Learn about Add a new

the differences element to a
between views related list
Configuring Related Lists and Views

• Wait for

Task 1 Assignment
Group 1 to
fulfil the task

• Wait for

Task 2 Assignment
Group 2 to
fulfil the task

• Wait for

Task 3 Assignment
Group 3 to
fulfil the task
Configuring Related Lists and Views

Create multiple tasks at the same

time and have them assigned to
different assignment groups
ServiceNow Lists

Information
about records
from tables

Each column
Elements of a list corresponds to a
field

Search/Edit/Sort
ServiceNow User
Interface
Editing the Lists View
ServiceNow User
Interface
Working with Filters
 A filter/condition is applied to a
table in order to obtain certain
information from it
Working with Filters
Condition Wildcard
Breadcrumbs Quick Filters
Builder Search
Field Operator Current
Filter
Left>Right Show
Matching
Filter Out % =
Value Remove
Filters !
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 Development

Why do we need an
application?

Application Elements

Studio
An application is a collection of
files and data that will deliver
services and manage the business
processes
Application Development
Create a Training
Management Track the number
custom of training orders
application

Track the amount

of time (SLA)
needed to deliver
the training
ServiceNow User
Interface
Creating a Custom Application with
ServiceNow Studio
Creating a Custom Application with ServiceNow
Studio

Create a custom Training

Management Application
• Associate it with the Training Order table
• Create a dedicated table
ServiceNow User
Interface
Application Settings
Summary

Tables Forms Lists Filters Application

ServiceNow User
Interface
Managing Users and Groups
Managing Users and Groups

Users Groups Roles Email

notifications

Training
Management

46
Managing Users and Groups
Users
• An entity that can be authenticated and that has a role
associated with his/her profile

Groups
• Multiple users that are commonly performing various
activities as resolving incidents or working on Training
Orders

Roles
• An identity assigned to users or groups to enable them
access various data or functions of the platform with
the goal of fulfilling their daily tasks
47
Best practice: Assign roles to a
group and not to a user because in
case you will want to remove a
user from a group his access to
that group will be automatically
removed.
 ServiceNow
Managing Users
and Groups
Creating a User Account
 ServiceNow
Managing Users
and Groups
Creating a Group
Creating a Group

Create an
Assignment Add users to it
Group
 ServiceNow
Managing Users
and Groups
Creating a Role
Creating a Role

User Group Role

53
Creating a Role

Application Application
B c

Application Application Scoped Scoped

Application
A D
Global
Creating a Role

Application Application
B c

Application Application Scoped Scoped

Application
A D
Global
 ServiceNow
Managing Users
and Groups
Assigning a Role to a Group
 ServiceNow
Managing Users
and Groups
Assign a Role to an Application and its
Modules
Assign a Role to an
Application and its Modules

Created a
Group
role
Assigned it to the
Support Group

Assign it to the
Training
Added users Management
User Application
to the group
 ServiceNow
Managing Users
and Groups
About Email Notifications
 About Email Notifications

Email sent to End

User / Requested For
Create a custom
New Incident • “Incident INC0000060
was created”

notification for the

Training Management Email sent to End
User / Requested For
Incident state has
Application
changed • “Incident INC0000060
state changed”
Info: Email services are disabled
on all Personal Developer
Instances.
The sent emails can be seen in
System Logs > Emails instead of in
your email client
 ServiceNow
Managing Users
and Groups
Creating an Email Notification
Creating an Email Notification

End User Request ServiceNow

Start 1. 1

Training Email notification

1

Training Ticket Missed SLA/OLA

Management 2 3 4 Fulfill ticket 5 Resolved
assigned ticket? Breach
Support
 ServiceNow
Managing Users
and Groups
Defining an Inbound Action
Defining an Inbound Action

Send Email "Ticket was

From ServiceNow Notifications to created/updated/
stakeholders resolved"

From Stakeholders
Send Emails to ServiceNow

ServiceNow updates
the record(s) / create
new ones
Defining an Inbound Action

User User
• ServiceNow • Receives
notification ServiceNow
• Receives notification • Replies to email
ServiceNow and asks for a
notification dedicated
resource as well
as a high priority
New training ticket
Group
has been raised
Summary

User Account
Assignment Group
Roles
Email Notification

Inbound Actions
ServiceNow Form
Activities and
Automations
Intro
 ServiceNow
Business
Rules

Form
Activities and
Automations - Demonstrations

Intro Script
Includes
Client
Scripts
 Priority
ServiceNow
Form
Activities and Location
Automations -
Intro
Assignment
Group
 Priority
ServiceNow
Form
Activities and Location
Automations -
Intro
Assignment
Group
ServiceNow Form
Activities and
Automations
Business Rules
 • Server-Side Script
• Displayed

What • Inserted
• Updated
• Deleted
Business Rules • Query table

• Automate fields
• Create events for

When notifications
• Restrict fields
ServiceNow Form
Activities and
Automations
Creating a Business Rules
 ServiceNow Priority

Form Activities
and
Automations - Location
Creating a
Business Rules
Assignment
Group
ServiceNow Form
Activities and
Automations
About Client Scripts and Script
Includes
About Client Scripts and Script Includes

Client Scripts Script Includes

What Why Types What Why
• System to • Configure • OnLoad • Store JavaScript • Avoid redundant
run forms or • OnChange that runs on the code
JavaScript form fields • OnSubmit server. • Improved
on the • Automation • Each script include Performance
• OnCellEd
client side defines an object • Identify issues
• Form class or a function. faster
submission • Script includes are
• Form loads only loaded on
• Field request.
changes
value
ServiceNow Form
Activities and
Automations
Creating a Client Script
 • Restrict the
special
characters in the
Client Script "Training Name"
field
• onChange
Creating a
Client Script Table
• Training Lists
Prerequisite
ServiceNow Form
Activities and
Automations
Creating a Script Include
 • Restrict the
Creating a Client Script
special
characters in the
Script Include "Training Name"
field
 Catalog
Item
Catalog Catalog
Item Item

Catalog Catalog

Creating a
Item Item

100
Script Include Client
Scripts?
Catalog Catalog
Item Item

Catalog Catalog
Item Item
Catalog
Item
 Catalog
Item
Catalog Catalog
Item Item

Catalog Catalog

Creating a
Item Item

One
Script Include Script
Include
Catalog Catalog
Item Item

Catalog Catalog
Item Item
Catalog
Item
 Priority

Creating a Location
Script Include

Assignment
Group
Summary
Form
Activities

Business
Rules

Client
Scripts

Script
Include
 ServiceNow
Service Level
Agreement - SLA
Intro
ServiceNow Service Level Agreement - Intro
Service Level
Management

SLA - Service
Underpinning
Level
Contract
Agreement

Organizational
Level
Agreement
ServiceNow Service Level Agreement - Intro

Service Level Management

Negotiate SLA and Design

Services
Responsible for monitoring sub
processes

Quality of Services
ServiceNow Service Level Agreement - Intro

OLA

Internal Agreement

Defines responsibilities and

services

Timesheet submission
ServiceNow Service Level Agreement - Intro

UC

Contract between an IT
provider and a 3rd Party

Printer maintenance but with

parts from the manufacturer
ServiceNow Service Level Agreement - Intro

SLA

Agreement between IT Service

Provider and a customer
Defines responsibilities and
services for both parties
Monitor the amount of time for a
task to be completed
ServiceNow Service Level Agreement - Intro

SLA 1
Training
Management
SLA 2
ServiceNow Service Level Agreement - Intro

Timely Implement
Raised Ticket manner SLA
resolution definitions
ServiceNow
Service Level
Agreement
SLA Definitions
ServiceNow
Service Level
Agreement – Track elapsed Send Email
and remaining notifications
SLA time through Flows
Definitions
ServiceNow SLA Definition
Service Level
Agreement – Flow
SLA Events
Definitions
Notifications
ServiceNow
Service Level
Agreement
SLA Definitions - Demo
ServiceNow Service
Level Agreement
SLA Definitions - SLA Definition
If Priority = P1 and
Assignment Group =
Training
Resolution < 4 Hours

Demo Management
ServiceNow Service
Level Agreement Leverage
Retroactive start
SLA Definitions - Priority 3
Incident has
Priority changes to determine:
to 1
Demo been raised When the Incident
was first created
Elapsed time
 Configuration Item = Low Priority/Impact

ServiceNow Service
Level Agreement
SLA Definitions - Configuration Item is attached to the Ticket

Demo

Reset SLA Definition

Summary
Service Level
Agreements

Organization
Level Agreements

Underpinning
Contracts
Summary

Access Control
Lists
ServiceNow Access
Control List
Intro
 What
Access are ACLs?List -
Control
Components
ServiceNow
Access What are ACLs used for?

Control List
Access Control List -
Relationship with Training
Evaluation Process
Management
ServiceNow Access Control List
Training
Management Catalog
End User
Support Administrators
Group

Training Training
Order List

Store Store
training training
User Group
tickets Role name
records records
ServiceNow Access Control List
Training
Management Catalog
End User
Support Administrators
Group

Training Training
Order List

Store Store
training training
tickets name
records records
ServiceNow Access
Control List
Components and Evaluation Process
The Access Control Lists are security
rules which control the user’s access
to data in system tables
ACL rules restrict access to tables or to
individual fields within a table

The security method for Access

Control Lists is called Contextual
Security
 Object Operation
ServiceNow -
ACL
Components Permission
 Object
• Data in a table, a client
ServiceNow - callable script or a processor
ACL • A unique value which
Components identifies a particular field a
table or record
• E.G. : Securing the training list
table entirely
 Operations
ServiceNow - • A valid action that the
ACL system may take on a
Components particular object
• E.G. : Prevent certain users
to create new records on it
 Permissions
ServiceNow - • The user should pass all the
permissions given in the access
ACL control list to obtain access to
the object and the operation
Components • The permission settings can be
modified by security
administrators
 Access to Object or Operation is
requested

Search for matching ACL Rule

Evaluate required permissions

ServiceNow - for Object or Operation

ACL User has No

No
role?
Evaluation
Process Condition
is true?
No

Script is No
true?
Deny access to the
Allow access to the object and object and
operation operation
ServiceNow Access
Control List
Creating and configuring
an Access Control List
Summary
Access Control List

Components

Evaluation Process

Demonstration
•Table
•User
•Group
•Role
•Access Control List
Summary

Service Catalog
 ServiceNow
Service Catalog
Intro
 Service Catalog

ServiceNow Workflows

Service Catalog Categories

Catalog -
Intro Catalog Items

Variables
 • Legacy App?
• Still being used by
Workflows multiple
ServiceNow applications

Service
Catalog - • Newer Application
Intro Flow • No-Code
Approach
Designer
 Catalog Administrator
ServiceNow Maintain
Training Custom
List Role
Service
Catalog -
Intro New Access Control List
Restrict Data access

9/3/20XX Presentation Title 120

 Colleague #1
• Work with the Catalog Administrator

ServiceNow
Service Colleague #2

Catalog -
• Work with the fulfillers on the training
tickets

Intro
Need Access to the Tables
(ROLE)
• Request Access through ServiceNow
• Track the number of times a Catalog
Item has been requested
 Service Catalog

ServiceNow E-commerce

Service
Catalog - IT Products and Services
Intro Hardware Software Desktops Mobiles
Office
supplies

Task
3

Task
2
Task 1
ServiceNow
Service
Catalog -
Intro
ServiceNow Service Catalog - Intro
Standard Catalog Item
Phone
Software request
Access request
ServiceNow Service Catalog - Intro

Order Guides

Bundle request for multiple

catalog items.

E.G. : Bulk equipment renewal

once every three years
ServiceNow Service Catalog - Intro
Content Items

Similar to / may point to a

Knowledge Article
Provides information on the defined
topic instead of goods or services
E.G. : Information about corporate
gym membership
ServiceNow Service Catalog - Intro

Record Producer

Provide a better end-user experience

for creating records

E.G. : You can create a new incident

record, change your existing password
or request a new knowledge article
ServiceNow
Service
Catalog -
Intro
 ServiceNow
Service Catalog
Workflows
 Automate Processes
ServiceNow Request Request
Request Roles
Book a

Service Hardware Software meeting room

Catalog - Workflows Can

Workflows Automatically accept
tasks
Automatically reject
tasks
Send notifications
 ServiceNow
Service Catalog
Creating a Service Catalog Category
 ServiceNow
Service Catalog
-Creating a
Service Catalog
Category
 ServiceNow
Service Catalog
Creating Service Catalog Items and
Variables
 Category

ServiceNow
Service Catalog Catalog Item - Access to
Training Management

- Creating Application

Service Catalog
Items and Variable

Variables
Create a Workflow
Summary
Workflows

Catalog
Categories

Catalog Items

Variables

Demonstration
Summary

Reports and
Dashboards
 ServiceNow
Reporting,
Dashboards and
Widgets
Intro
 Create
Create a
ServiceNow a
dashboard
Reporting, Report
Dashboards and
Widgets - Monitor Displays
Limited the P1 open and
Intro Access training unassigned
tickets tickets
 ServiceNow
Reporting,
Dashboards and
Widgets
Creating a Dashboard
Creating a Dashboard
Training Management
Assignment Group:
• Create a dashboard
• Add a widget
 ServiceNow
Reporting,
Dashboards and
Widgets
Creating a custom Report
 Dashboard
ServiceNow
Reporting, Create Share
Dashboards and
Widgets -
Creating a Reports
custom Report
Incident Table Training Order
 Report
ServiceNow
Reporting, Data
Dashboards and
Widgets -
Creating a Incident
custom Report
Incident A Incident B Incident C
 ServiceNow
Reporting, Report
Dashboards and
Widgets -
Creating a Assigned
custom Report Priority = 1
to = Empty
Summary
Dashboard

Widget

Reports
Summary

Platform Analytics
Workspace
Summary

Knowledge
Management
ServiceNow
Knowledge
Management
Intro
 Knowledge
ServiceNow Management
Knowledge
Management -
Intro Knowledge Knowledge
Base Article
 Create a Knowledge Base

ServiceNow
Knowledge
Create a Knowledge Article
Management -
Intro
Retire a Knowledge Article
The Knowledge Management application
enables the sharing of information in
knowledge bases

Knowledge bases contain articles with

information such as self-help, troubleshooting,
and task resolution

Knowledge Management supports processes

for creating, categorizing, reviewing, and
approving articles
 Knowledge Management

ServiceNow Virtual Database

Knowledge
Management -
Intro Knowledge Articles
Updated Retired
 Knowledge Manager

ServiceNow
Knowledge Knowledge Management
Management - Virtual Database
Intro
Knowledge Articles
Updated Retired
 ServiceNow
Knowledge
Management
Creating a Knowledge Base
 Knowledge Base
ServiceNow
Knowledge
Management - Knowledge Owner
Creating a
Knowledge Base
Knowledge Manager
 ServiceNow
Knowledge
Management
Creating and Retiring a Knowledge
Article
 ServiceNow
Knowledge
Management - Retire a
Creating and Knowledge Article
Create a • Outdated Product
Retiring a Knowledge Article • Outdated Tool
Knowledge • Outdated Training

Article
Summary
Knowledge
Management

Knowledge Base
• Knowledge Owner
• Knowledge Manager

Knowledge Article
• Tests
• Contextual Search
• Knowledge Article Retirement
 ServiceNow
System
Administrator -
Flow Platform More Course
Designer Analytics suggestions Updated

Summary