ServiceNow Administration: A Comprehensive Guide

Explore how ServiceNow, a cloud-based IT management platform built on a relational database, enables asset management and IT service management under ITIL, including incident, problem, change, and service request management.

Discover why ServiceNow, a cloud-based platform, simplifies incident resolution with intuitive forms, knowledge articles, and out-of-the-box reporting while enabling tailored enterprise apps and automatic ticket assignment.

Explore how to build a training management application in service now, from catalog items and portal requests to automation, slas, access controls, dashboards, and knowledge articles.

Learn how to obtain your personal developer instance, explore the ServiceNow user interface, and configure it; this section also covers quizzes, exercises, and downloadable resources.

Learn how to obtain your free ServiceNow personal developer instance, activate it, access the instance URL and credentials, and switch to admin to start building apps.

Explore the back end user interface of ServiceNow, mastering the unified navigation header, content frame, favorites, history, workspaces, admin tools, update sets, and global versus scoped apps.

Configure the banner by changing the logo, editing the header text, and adjusting the banner color. Access basic configuration UI 16 under system properties, upload a logo, and save.

Obtain a ServiceNow instance and explore the user interface, including the banner, application navigator, and content frame, while learning to configure the banner color, logo, and page header.

Discover how to configure and manage a ServiceNow application, exploring data tables, forms, layout, and related lists; build the application and set access controls using filters and views.

Discover how tables in ServiceNow organize data, including base, extended, and reference tables, and see how to access and identify them in the ServiceNow instance using the Application Navigator.

Create a custom training orders table in ServiceNow by extending the base task table, configuring fields and columns, enabling autonumbering, and setting access controls and module options in application navigator.

Explore how forms display and edit incident data in ServiceNow, navigate form headers, fields, sections, and related records, and configure notifications, resolution details, and repair SLA links.

Configure the incident form using form design to add a location field and a contact details field, remove the subcategory, and set mandatory options with drag-and-drop, settings, and save.

Configure the incident form layout in ServiceNow with two columns and slush buckets to add and arrange fields like working hours, then save and update choices.

Configure forms using the form builder to drag, drop, and tailor labels, data types, and validation rules in a ServiceNow incident form, adding a reopen count to improve issue tracking.

Learn to toggle between default and self-service views in incident forms and configure the related lists by adding a tasks tab to support multiple assignment groups.

Explore the elements of ServiceNow lists, including the title bar, list controls, search by field, and navigation. See how lists display records from tables like incident, problem, and change.

Learn to edit list views in ServiceNow by changing fields directly from the list, add the close by column, and adjust column headings through list configuration, saving changes.

Explore how to build and save filters in ServiceNow using the condition builder, with field, operator, and value, and manage them via breadcrumbs, quick filter, and wildcard search.

Create a training management custom application in ServiceNow using Application Studio. Create a scoped training lists table linked to the training order table.

Open the studio, select the training management application, and adjust the app name and modules. Create a pending module by filtering training order records where state is pending.

Review tables, forms, lists, related lists, and filters; learn to create an application and associate it with an existing table, and prepare for next section on users and groups management.

Learn to manage users, groups, and roles in ServiceNow, create user accounts, assign roles, and configure email notifications for ticket updates through practical demos.

Create a new ServiceNow user by opening the application navigator, going to user administration, filling the user form with ID, name, email, time zone, and enabling password reset, then saving.

Create a new group named training management support and add members, including existing users, in the groups module; the parent field lets the child inherit roles.

Create a global role named training order in ServiceNow, switch from training management to global scope, and prepare for assigning it to the Training Management Support group.

Assign the Training Order role to the Training Management Support group so members inherit the role and save time, then verify changes in the groups module and group members tab.

Learn to assign the training order role to the training management application so only group members gain access, then test access via impersonation.

See how ServiceNow uses email notifications to inform end users and admins about new incidents. Learn to create and configure notifications, with previews since emails are disabled in personal instances.

Create an email notification in ServiceNow for training orders and route alerts to the training management support group, then preview, customize the subject and message, and save templates.

Learn inbound email actions in ServiceNow, implement a JavaScript-based action using prebuilt scripts, and apply it to a training order by replying to emails.

Create a user named King Canute and set up an assignment group. Attach a role to the group and training management app, and implement custom email notifications and inbound actions.

Explore form activities and automations using business rules, client scripts, and script includes. Auto assign training tickets by user location and auto populate priority and assignment group.

Apply business rules, server-side scripts that run on display, insert, update, delete, or query. Use them to automatically change form fields, trigger email notifications, or restrict access to certain fields.

Configure a ServiceNow business rule to automatically assign training tickets and set priority by location, and include location and assignment group on the training management form for Miami.

Explore client scripts and script includes in ServiceNow to run JavaScript on the client and server, avoiding redundant code and improving form behavior and performance.

Create a client script in ServiceNow to restrict special characters in the training name field using onchange. The beginner tutorial provides setup steps and a downloadable code resource.

Reuse JavaScript with script includes to automate tasks across 100 catalogue items in ServiceNow. Create a server development script include like training management utils and call it from client scripts.

Master form activities by exploring business rules, client scripts, and script includes, then apply concepts through three complex demonstrations, with the next focus on SLAs.

Explore how service level agreements (sla) drive service quality by defining targets, responsibilities, and monitoring through service level management, with Ola and underpinning contracts as examples.

Explore how to define and customize SLA definitions in ServiceNow, including fields like name, type, target, table, and flow, using a one-hour priority one example.

Set up a priority one SLA in ServiceNow to resolve active tickets within four hours, with logging and retroactive start counting from creation.

Explore service level agreements and organization level agreements underpinning contracts, compare definitions, dive into an out-of-the-box sla, and create a custom sla to track support resolution time for training tickets.

Explore the basics of access control lists, their purpose, components, and evaluation, using a training management scenario to grant read access for support members and full access for catalog admins.

Explore access control list components and the evaluation process in ServiceNow administration, detailing objects, operations, permissions, and contextual security to determine access to data and tables.

Learn to create and configure access control lists in ServiceNow using a use case with training order and training list tables, including role management and impersonation testing.

Manage access control in ServiceNow by exploring the purpose and components of ACLs, understanding the evaluation process, and performing hands-on tasks creating users, roles, new ACLs, editing ACLs, and testing.

Explore the service catalog as an in-house IT e-commerce platform, including catalog categories, items, and variables, and compare workflows with Flow Designer for seamless request fulfillment.

Automate item requests—from hardware to rooms—using workflows, learn to create or modify workflows with the workflow editor, and navigate published, checked out, and core options to configure automation.

Create and add a new service catalog category in ServiceNow by defining a title, uploading a small 80x80 image, saving, and linking it to the Service Catalog home page.

Create a ServiceNow service catalog item for training management access, configure a variable for the group, and build a simple workflow with notification and approval tasks.

Explore the service catalog workflows, including types and utility, and learn to create one from scratch using the workflow editor, with hands-on practice on catalog categories, items, and variables.

Explore ServiceNow dashboards and widgets to create a customizable home page with reports, including a dashboard for upper management to monitor priority one training tickets and open unassigned tickets.

Create a training dashboard in ServiceNow using the inline editor, add a data visualization widget from cis_reports, and set the start page to dashboards.

Create, share, and add reports to dashboards using ServiceNow data visualizations in platform analytics. Build reports for the incident table (priority 1 unassigned) and training order, with filters and charts.

Create a ServiceNow dashboard, enhance it with widgets, and build two custom reports to explore reporting depth and the potential of the platform analytics application, with knowledge management coming next.