Professional Documents
Culture Documents
Training Guide
Service-now.com training
TABLE OFCONTENTS
TABLES .................................................................................................................................................9
TABLES AND COLUMNS ...........................................................................................................................9
THE DICTIONARY .................................................................................................................................10
APPLICATIONS AND MODULES ...............................................................................................................10
EXERCISE: CREATE A NEW TABLE, APPLICATION, AND MODULE ...........................................................11
EXERCISE: SCHEMA MAP ..................................................................................................................11
EXERCISE: CREATE AND MODIFY MODULES ........................................................................................12
EXERCISE: COPY AN EXISTING MODULE .............................................................................................13
EXERCISE: INACTIVATING APPLICATIONS ............................................................................................13
EXERCISE: ADDING A ROLE TO AN APPLICATION .................................................................................13
MODULE 3 LIST AND FORMS ...................................................................................................................... 14
USERS ................................................................................................................................................19
GROUPS .............................................................................................................................................19
ROLES ................................................................................................................................................19
EXERCISE: CREATE A GROUP ............................................................................................................20
EXERCISE: CREATE A USER ..............................................................................................................21
MODULE 5 - UI POLICIES, UI ACTIONS AND SCRIPTING ............................................................................ 23
UI POLICIES ........................................................................................................................................23
CLIENT SCRIPTS ..................................................................................................................................23
BUSINESS RULES.................................................................................................................................23
UI ACTIONS .........................................................................................................................................24
EXERCISE: CREATE A UI POLICY .......................................................................................................24
EXERCISE: CREATE A CLIENT SCRIPT ................................................................................................25
EXERCISE: UI ACTIONS .....................................................................................................................25
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SERVICE-NOW.COM TRAINING
Class Description
This two day class provides an introduction to Service-now.com administration. The course is designed to enable new
administrators in building out and configuring their Service-now.com instances and covers the following items:
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TRAINING GUIDE
Service-now.com is unique in that we maintain all our documents online within our wiki. This living document portal is the
primary source for all information regarding the Service-now.com application. The following manual is a high level
summary of the material we will cover in the class with links back to our wiki for in-depth details.
This manual also allows you to follow along and take notes, but also be sure to refer back to our wiki for the latest
information for each topic ensuring you have the most up-to-date version of our documentation.
https://demo.Service-now.com/
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http://wiki.Service-now.com/index.php?title=Introduction_to_Navigation
http://wiki.Service-now.com/index.php?title=Global_Search
http://wiki.Service-now.com/index.php?title=Using_Record_Lists
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Global
Search
Home Page
Selection
Quick Filter
Modules
Applications
Incident - Aims to restore normal service operation as quickly as possible and minimize adverse impact on
business operations. This ensures that the best possible levels of service quality and availability are maintained.
Problem - Diagnoses the underlying cause of the incidents identified by the Service Desk. It arranges for
correcting errors in the IT infrastructure and performs proactive problem prevention.
Change - Process ensures that standardized methods and procedures are used for efficient and prompt handling
of all changes to minimize the impact of change related incidents on service quality.
Service Catalog - A way for customers to order pre-defined, bundled goods and services from your IT
organization or other departments. It offers a consistent and intuitive online ordering experience with as much
flexibility as you need.
Supporting article:
http://wiki.Service-now.com/index.php?title=Navigating_Applications
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You can also quickly find list the contents of a table by typing [table name].list in the box, try: incident.list
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TABLES
Database tables are the foundation of Service-now.com as they are used to control data and processes, such as the ITIL
processes and CMDB. Our application contains a few different interfaces that will allow you to view and manipulate table
definitions:
A list view which allows users to view and modify table data
The System Definition > Dictionary module
The System Definition > Tables & Columns module
The Schema Map tool
When creating a new table (typically done via the Tables & Columns module described below), it is possible to create
one that stands alone, or to create one that extends a base table. Extending a base table incorporates all of the fields of
the original table, and creates new fields for the new table. Out-of-box examples of extended tables include Incident,
Problem, and Change, which are all children of the Task table.
Supporting articles:
http://wiki.Service-now.com/index.php?title=Creating_a_Custom_Table
http://wiki.Service-now.com/index.php?title=Table_Administration
http://wiki.Service-now.com/index.php?title=Tables_and_Classes
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A Schema Map is a graphical representation of other tables related to a particular table either through class extension or
reference. Each color you see represents another level of class extension, and all entries at a given extension level will
have the same color. Tables linked through reference fields will appear gray. See exercise below for a screenshot.
Supporting articles:
http://wiki.Service-now.com/index.php?title=Schema_Map_for_Tables
THE DICTIONARY
The Dictionary module (often referred to as the System Dictionary) allows users to view and modify all table and column
definitions within a list view. The System dictionary contains information about a field's data type, character limit, default
value, dependency, and other attributes. You can view System dictionary information by navigating to System Definition
> Dictionary. As with other tables in Service-now, the information in the System dictionary can be filtered to give you just
the information about the records you're interested in.
Supporting article:
http://wiki.Service-now.com/index.php?title=Data_Dictionary
http://wiki.Service-now.com/index.php?title=Administering_Applications_and_Modules
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2. Within this form, you can rename the Module by double-clicking on the Title field. Modify the text to be Open
Incidents and click the green checkmark icon to save the change. You will need to refresh your navigation list to
see the change.
3. After it has been renamed, drill into the module record and define a filter of Active = True and click Update
4. Now create a new module that will allow users to quickly create a new incident. Start by clicking the New button in
the Modules related list, and fill out the following information and click Submit:
a. Title: Create New
b. Table: Incident SNC (use your custom table name)
c. Order: 50
d. Link Type: New Record
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Modifying forms
Personalizing lists
Personalizing list control
Creating new fields
Configuring dependent fields
PERSONALIZING FORMS
The forms throughout the system are capable of being tailored to meet the needs of the user. Unnecessary fields can be
hidden and necessary fields can be added or modified. To personalize any form, you can right-click on the form header
and select Personalize > Form Layout. This allows you to use the slush bucket to add and remove fields as desired.
Supporting article:
http://wiki.Service-now.com/index.php?title=Personalizing_Forms
PERSONALIZING LISTS
Service-now.com lets users with the "personalize_list" role (including admins) personalize the columns in any list to show
only the information you want. To personalize a list, bring up the list, right-click the list's header bar, and select
Personalize and select one of the following options:
List Layout
o Add/remove fields from a list or change the order in which fields appear in the list
List Calculations
o View total, minimum, maximum and average calculations for all numeric fields in the list.
List Control
o You can hide controls and define access conditions by role to existing controls
Each user can also create a personalized list with the columns they wish to see. This is done by clicking on the gear icon
in the upper-left corner of a list view it will let you do the following:
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Personalize the list columns you wish to see for that list
Specify whether you wish a condensed list view, which uses less vertical space to display list rows
Specify whether you to wrap column text
Enable or disable List Editing and whether it requires a double click or a single click
Supporting articles:
http://wiki.Service-now.com/index.php?title=Personalizing_Lists
http://wiki.Service-now.com/index.php?title=Creating_Personalized_Lists
http://wiki.Service-now.com/index.php?title=Using_Record_Lists
INTRO TO FIELDS
The individual pieces of data in a table record are called fields. New fields can easily be created and positioned
appropriately via the Personalize > Form Layout interface described above, and can be viewed and modified using lists
and forms. On the form they appear as fields in the form, and in the Record List view they appear as columns of data on
the table.
Supporting articles:
http://wiki.Service-now.com/index.php?title=Introduction_to_Fields
http://wiki.Service-now.com/index.php?title=Adding_Fields
DEPENDENT FIELDS
A field can be declared dependent on another field in the same form by specifying its field name in the Dependent field
using the System Dictionary interface. Dependent fields limit their available choice list values based on the value in the
dependent field. Only choice, pick lists, and reference fields support dependent value behavior. For example, the
Configuration Item field can be dependent on the Company field value in an Incident record and Subcategory values are
by default dependent on the Category value on Incident. The benefit of configuring dependent fields is that it provides the
ability to display fewer choices and further simplify a form..
In order to make a field dependent on another, right-click on the field label in the form and select Personalize Dictionary.
In the Dependent field, enter the name of the field you want this field to depend on and click Update when done.
Supporting article:
http://wiki.Service-now.com/index.php?title=Configuring_Dependent_Fields
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From the Open Incidents list view, click the New button to create a new incident
Within the form, right-click on the form header and select Personalize > Form Layout
In the Available bucket, find Subcategory and double click it to add it to the Selected bucket
Select the Subcategory field on the right and click the up arrow until it is placed underneath the Category field
Click Save
You will now see Subcategory on your form, below the Category field. Click the dropdown on Subcategory field to see the
values available. If you change the Category fields value, notice that the values available for Subcategory change. This
is because the Subcategory field is dependent on the Category field (see the following exercise).
Change a field label:
1. Navigate to Open Incidents in your new Incident application and click on New
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3. Scroll down to the bottom of the Selected slush bucket and find the newly created field
4. Highlight New field and click on the up arrow to place it underneath the Subcategory field
5. Click Save
Navigate to the your new Create New module to create a new incident record
Specify the Category value to be Software
Right-click on Subcategory and select Personalize Choices
Add Anti-virus in the Enter new item text box and click the Add button
Highlight the new value and use the up and down arrow buttons on the right to move it to the top of the list
Click Save
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Now test out the new field - you should only be able to see the Anti-virus value in Subcategory when you select
Software as the Category.
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USERS
Service-Now administrators can add users to their Service-Now instance. A newly added user must be associated with a
group. Full, complete profiles are the most useful. Administrators should consider which fields are mandatory and should
use a unique user ID when creating or updating user records. If all configurations are done by admin, it becomes difficult
to track what was configured and by whom. Consider creating an ITIL-based role for each administrator for these types of
tasks, this role is helpful when interacting with Service-Now as a user. To import large numbers of users at once, consider
using Import Sets.
Supporting articles:
http://wiki.Service-now.com/index.php?title=Creating_Users_and_Associating_to_a_Group
http://wiki.Service-now.com/index.php?title=Import_Sets
GROUPS
A group is a set of users who share a common purpose, offering an easy way to refer to those users collectively. Groups
may do things like approve change requests, have incidents assigned to them, receive e-mail notifications, etc. Any
business rules, assignment rules, system roles, or attributes that refer to the group will automatically apply to all of the
users in that group.
Supporting article:
http://wiki.Service-now.com/index.php?title=Creating_Groups
ROLES
By default, a user has limited access to information in the Service-now.com application. Users can be assigned system
roles that allow more complete access, as their position requires. An admin user has all roles, even ones that do not exist.
If you test for whether an admin user has the "asdfjkl" role, he/she does. Supporting article:
Supporting article:
http://wiki.Service-now.com/index.php?title=Out-of-Box_Roles
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Now we have our admin group set so that a member added to it will inherit the admin role. Again, we can easily
administer our admins by adding members to this group. This same approach should be used for all of your users. Groups
are easier to administer then individual users. You can add existing users to the the new group group by clicking on Edit
in the Group members related list.
a. Navigate to System Security > Role Allocation to view a report of all roles and what users are
associated to them.
b. Click on the plus next to admin, to check to see if our user is contained within the list.
Tip: Role Allocation can be a great tool for troubleshooting, and also seeing who has what roles. You can find a
user, drill into their record, then see what groups they are part and or what roles they have and how each role was
granted to them.
Now we have our user and group created, from here we will use our user we just created. It is important that each user
uses their own user, especially when multiple admins exist. When we create new items or update things, we want it to
reflect our own user id. This helps when you want to know who did what and when.
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UI Policies
Client Scripts
Business Rules
UI Actions
UI POLICIES
A UI Policy offers an easy and powerful alternative to using client scripts to dynamically change information on a form
based on content within the form. This helps organizations easily define custom process flows to meet their needs.
For example, you could create a UI Policy which states that if the Incident state field gets set to Resolved, do the
following:
CLIENT SCRIPTS
The application allows for administrators to create scripts using JavaScript that will run in the client browser. Three types
of scripts are supported:
Please refer to the wiki article below for further documentation on the functions available and to review plenty of example
scripts provided to address a variety of situations.
Note: For performance reasons, it is best practice to limit the amount of code sent to the client.
You should always be aware of the impact on the client when adding client scripts.
Supporting article:
http://wiki.Service-now.com/index.php?title=Client_Scripts
BUSINESS RULES
A business rule is a piece of JavaScript configured to run when a record is inserted, updated, or deleted, or when a table
is queried. A business rule can be set to run before or after the database action has occurred. In the case of a query, the
business rule should run before the database operation, so that the data returned to the user is appropriate to his system
privileges (user roles). A typical business rule might execute a script after a user updates an incident or escalates the
priority of a change request. You use business rules to create new events for email notifications and script actions.
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Supporting article:
http://wiki.Service-now.com/index.php?title=Business_Rules
UI ACTIONS
UI Actions are an easy way to put buttons, links, and context menu items on forms and lists, making the UI more
interactive, customizable, and specific to user activities. These buttons, links, and context menu items can be scripted,
making them more powerful.
UI Actions include:
Form buttons
Form context menu items (right-click the header)
Form links (navigation link at the bottom of a form)
List buttons
List context menu items (right-click a record)
List choices (at the bottom of a list)
A single UI Action can provide any or all of these items. UI Actions are found by navigating to System Definition > UI
Actions.
Supporting article:
http://wiki.Service-now.com/index.php?title=UI_Actions
2. Click Submit
We have now set the Category field to be mandatory when the Incident state is set to Resolved. For our form, we want
to make sure we have a good amount of detail filled out. Please set the following fields to be mandatory as well:
Caller
Location
Configuration Item
Short Description
Once complete, go to an Incident record, set the Incident state to Resolved, and hit Submit. This should prompt a
warning that you need to fill out the fields before the form can be saved.
To test that this works, create a new Incident record and add Beth Anglin as the Caller. Ensure that the Location field is
automatically populated.
EXERCISE: UI ACTIONS
In this exercise, you will add a save button to the header bar in our incident form.
1. Right-click on the All Incidents form header and select Personalize > UI Actions
2. Click New and fill out the UI Actions form:
Name: Save
Table: Incident [incident]
Order: 100
Action name: update_and_stay
Active: Check
Form button: Check
Condition: current.canCreate()
Script:
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action.setRedirectURL(current);
current.insert();
gs.include('ActionUtils');
var au = new ActionUtils();
au.postInsert(current);
3. Click Update
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Notification emails can also be responded to, and that email will be processed according to inbound email actions to
update existing records.
By the end of this module you should know how to:
Supporting articles:
http://wiki.Service-now.com/index.php?title=Email_Notifications
http://wiki.Service-now.com/index.php?title=Inbound_Email_Actions
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k.
Message: You can use the Select Variables box to add variables such as ${number} or
${short_description} that will input the value from the incident ticket into the email message.
l.
Click Update
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1.
2.
3.
4.
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7.
8.
9.
10.
11.
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3. Click Go
2. On the Table Transform Map page fill in the fields as follows to begin transforming your newly imported data to
the users table in Service-Now.
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u
3. Click Mapping Assist under Related Links
4. Match up the fields from your Source Data table and your Target Table by double clicking them or highlighting
and clicking the add arrow
5. Click Save
6. Click Run Transform under Related Links
7. Click Go to run the transform map
8. View your transformed data by clicking Transform data under next steps. You should also be able to navigate
User Administration > Users to see your newly imported data.
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MODULE 10 - SLA
The SLA plugin is a greatly enhanced version of the out-of-box SLA engine. Tasks can now run multiple SLAs
simultaneously, the escalation concept has been replaced with the more robust Workflow Engine, and reporting has
significantly improved. To start using this SLA engine, load the SLA plugin.
In this module you will learn how to:
Create a SLA
Associate a workflow to an SLA
b. We want the SLA to stop when the Incident state is set to resolved:
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Supporting Articles:
http://wiki.Service-now.com/index.php?title=Introduction_to_Service_Catalog
http://wiki.Service-now.com/index.php?title=Service_Catalog_Variables
http://wiki.Service-now.com/index.php?title=Service_Catalog_Workflow
6. Click the Preview Item link to see what your new catalog tem looks like
9. Now we want to add a help box to the multiple-choice question What model would you like? that tells the user
that the 8GB model only comes in black and the 16GB model only comes in white.
a. Click What model would you like? variable for the iPhone Item.
b. Fill out the following information:
i. Show Help: Check box
ii. Help Tag: More information
iii. Help Text: 8GB model only comes in black, 16GB model only comes in white
1.
2.
3.
4.
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7. Click Rule base tab > add conditions based on what action you want each variable to perform.
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Example
In this example, if the user checked the Business Cards checkbox, then the business cards appear in their order, if not,
then they dont.
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MODULE 12 - SECURITY
As an on-demand solution provider, we recognize that data security and system integrity are foremost in our customer's
minds. Service-now.com offers years of ITSM experience, and we deliver secure service in six key areas: physical,
communications, data, application, data/code isolation, and audit and compliance Since our Fall 2007 release, Servicenow.com contextual security enables you to secure a specific table, field, report, or service connection. We know
successful partnerships are built on our ability to provide secure platforms and applications to your ITSM organization,
which is why we provide the widest range of security features available.
In this module you will learn how to:
Impersonate a User
Add role based security
Set field security
Use the Debug Security module
1. Right-click on the field you want to change, in this case the Caller field.
2.
3.
4.
5.
6. When you log the incident for user Beth Anglin, you can click on the button to the right of the field to see more
information.
CUSTOMER/CALLER INFORMATION
When you first set up your system you and your team will decide what information you attach to the system and how it is
presented on your incident screen.
If you want to have two different fields for first and last name you can do so. This information is usually pulled in from your
systems like, AD or LDAP.
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2. After enabling debug security you can navigate back to an open incident and click on the bugs next to each field
to see the security associated with that field.
3. In this exercise we can see that the Escalation field is read only and that the Assignment group field is both read
and write.
4. To stop debugging and get rid of the bugs, Navigate System Security > Stop Debug
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Navigate Reports
Click on View/Run
Choose the Report you want to run
Click Run Report in the upper left hand corner of the page
1.
2.
3.
4.
1. Click on the
on the upper right hand corner of the screen to go to your home
area
2. Choose the dropdown arrow that says Switch to Page to view all of your
available homepages and choose the ITIL Homepage
3. On the upper left hand corner of the ITIL homepage you will click on the Add Content to get the add content
screen
A gauge is visible on a Service-now.com homepage and can contain up-to-the-minute information about current status of
records that exists on Service-now tables. You can drag and drop gauges from the homepage from the page itself. See
diagram below.
Return to Home
Use these tools to Edit (Create New), Refresh App, and Close the App.
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INTEGRATION PLUG-INS
Plugins are additional functionality that can be activated within a Service-now.com instance. Many plug-ins are published
so that administrators can see and install them. Unpublished plugins must be installed by Service-now.com Customer
Support or Professional Services. WARNING: Plug-ins cannot be backed out of when activated! To activate a published
plug-in:
1. Navigate to System Definition --> Plug-ins
2. Right-click the plug-in you want and select Activate/Upgrade
To view the list of Plug-ins, see the Service-Now.com Wiki Plug-ins
ADDITIONAL EDUCATION
W3 Schools (http://www.w3schools.com/)
W3 Schools is a great JavaScript resource whether youre learning for the first time or brushing up on your advanced
scripting skills
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