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

DavidLooDon GoodliffeBow 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 and

Overview

1User

InterfaceIT User

Role (ITIL)

2 3 4 5

End User Role (ESS)

System Administrator Role (Admin)

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 PRIORITY4IMPACT3 PRIORITY3 PRIORITY4 PRIORITY5

ProblemA problem means investigating why the laptop can’t

print.

IncidentAn incident means something stopped working and needs to be fixed immediately.

For example an employee can’t print from their laptop.

ChangeA change means what’s done to fix the problem. The change might be as simple as a software upgrade, or a new network printer may be 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