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by Pavankumar ..861 (SSS) : Service

The document provides an overview of the ServiceNow platform. It discusses that ServiceNow is a cloud-based IT service management platform that automates common business processes. It then summarizes the key benefits of ServiceNow including being hosted in the cloud, being customizable, and improving operational tracking. The document also outlines the main products and roles in ServiceNow such as the IT service automation application, project portfolio management applications, and the system administrator role. Finally, it provides an overview of the ServiceNow foundation training course which teaches the user interface, end user role, ITIL user role, and system administrator role.

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sreekanth
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194 views25 pages

by Pavankumar ..861 (SSS) : Service

The document provides an overview of the ServiceNow platform. It discusses that ServiceNow is a cloud-based IT service management platform that automates common business processes. It then summarizes the key benefits of ServiceNow including being hosted in the cloud, being customizable, and improving operational tracking. The document also outlines the main products and roles in ServiceNow such as the IT service automation application, project portfolio management applications, and the system administrator role. Finally, it provides an overview of the ServiceNow foundation training course which teaches the user interface, end user role, ITIL user role, and system administrator role.

Uploaded by

sreekanth
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
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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

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