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Agenda

Agenda. I n tro d uction W h at is Ser v ic e now Be n e f its of S e r vi c e n ow Why is Ser v ic e n o w W h o u s es Se r vi c e n ow Pro d u c ts of S e r vi c e n ow Who c a n lea r n Ser v ic e n o w Ser v ic e n o w f o u n d a tion c o u r se. I n t r od u cti on.

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Agenda

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  1. Agenda • Introduction • What is Servicenow • BenefitsofServicenow • Whyis Servicenow • WhousesServicenow • ProductsofServicenow • Whocan learnServicenow • Servicenowfoundationcourse

  2. Introduction • ServiceNowisasoftwareplatformthatsupportsITSMand • automatescommonbusinessprocesses(ITBM). • Thisisaplatform-as-a–service(PaaS)providerofservicemanagement • Thissoftwareasaservice(SaaS)platformcontainsanumber • ofmodularapplications • Itwasfoundedin2003byFredLuddy • DavidLooDonGoodliffe • BowRuggery • HeadquarteredinSantaClara,California

  3. CEOofServicenow FrankSlootman-May2011

  4. WhatisServicenow • ServicenowisaITServiceManagementtool • designedasperITILguidelines. • Thisiscloudplatformwithoneuserinterface • andonedatamodel. • Themainvisionofservicenowisbuildacloudbasedplatformthatwouldenableregularpeopletocreateameaningfulapplicationtorouteworkthroughenterprise

  5. BenefitsofServicenow • Hostedinthecloud • BasedonITIL • Customizable • Dataconfidentialityandintegrity • Improvedoperationaltracking • Continuityofservice • OndemandITServiceManagement • Customerselfservice • Powerfulreporting

  6. Whousesservicenow? • Employees-TorequestITbusinessservices. • ITsupportstaff-Tomanageservicerequests,incidentsandproblems. • Administrators-Tomanageapplicationsavailabletoselectedusers,grantingthemrolesandotheraccesscontrols. • Implementers-Todeployprocessapplicationsandplatformfeaturesthataddressanorganizationbusinessneeds. • Developers-Tocreatenewfunctionalitywithscriptsorcustomapplicationstoextendstandardconfigurations.

  7. ProductsofServiceNow • ITServiceautomationApplication– HelpsITspendmoretime deliveringinnovativebusinesssolutions. • ProjectportfolioManagementApplications– Includesdemand,projectportfolio,resoursemanagementandSDLC. • Customapplicationdevelopment-developerscanrapidlyturnideasintoworkingapplications. • Workmanagement-helpsorganizationsmanageworkstasksofanykindthatneedtobeperformedonthatlocation. • Performanceanalytics– aneasytouse,cloudbasedITandbusinessintelligence,applicationsdesignedforreportingandanalyzingperformanceinservicenow.

  8. Whocanlearnservicenow? • 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.

  9. ServiceNowFoundationCourse IntroductionandOverview SystemAdministratorRole(Admin) EndUserRole(ESS) 4 5 1 2 3 UserInterface ITUserRole(ITIL)

  10. 1.IntroductionandOverviewObjectives • ExplainwhatService-now.comisandwhatitdoes • NavigatethroughService-now.comandsearchforitems • Workwithlinks,lists,andformstocreateanIncidentasanEndUser(ESS) • InvestigateaProblem,recommendandimplementaChangeasanITUser(ITIL) • Performsystemconfigurationsandpersonalizationas aSystemAdministrator(Admin)

  11. 2.UserInterface • 1.Welcomescreenandhomepagesbyrole • Homepagesbyrole • Servicecatalog • -BannerFrame • ApplicationNavigator • Contentframe - • KnowledgeBasecatalogallowsuserstocreate,editandviewknowledgearticlestoshareinformationacrossorganization.

  12. ContentFrameandinformationformats • HomePagesandservicecatalog • Formsareusedtodisplayinformationfrom • arecordinadatatable • Listsdisplayinformationinatable, • organizedinasortablecolumns

  13. 3.EndUserrole Whatwecanseeanddoasaservicenowenduser: • Employeeselfservice(ESS)roleistorequestanewsoftware. Endusercan: -Makerequest -Viewknowledgebasearticles -Reportproblemsandlogincidents • UsetheStandardSelfServiceInterface(SSI)isusedtocreateanewIncidenttoreportaproblem.

  14. 4.ITILUSER Twomajorroles: HandlingincidentsandInvestigatingproblems. Scenarios.

  15. HandlingincidentsandInvestigatingproblems. • Classificationandinitialtriage • Investigatinganddiagnosis • Resolutionandrecoveryoftheservice • Incidentclosure,monitoring,tracking, • ownershipandcommunication.

  16. Change Achangemeanswhat’s done to fix theproblem. Thechangemightbeassimpleasasoftwareupgrade,oranewnetworkprintermayberequired. Incident Anincidentmeanssomethingstoppedworkingandneedstobefixedimmediately. Forexampleanemployee can’t printfromtheirlaptop. ProblemAproblemmeans investigatingwhythe laptop can’t print.

  17. Scenarios: • Scenario1 • Viewincidentthanescalate • Scenario2 • Escalatetheproblemtoachange • Performariskcalculation.

  18. 5.SystemAdmin • ThisisthelastmoduleofServicenowSystem • admin • ITILuser+abilitytocustomizeservicenow • customizetheForms • impersonateaUser

  19. SystemAdministrator:Applications • SelfServiceApplication • sameasanEnd-users • StandardITapplications • Incident,problemandchange • sameasITILuser(Fulfiller) • SystemAdministrationApplications

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