Agenda Introduction What is Servicenow Benefits of Servicenow

Agenda • • Introduction What is Servicenow Benefits of Servicenow Why is Servicenow Who uses Servicenow Products of Servicenow Who can learn Servicenow foundation course

Introduction • Service. Now is a software platform that supports ITSM and automates common business processes (ITBM). • This is a platform-as-a –service (Paa. S) provider of service management • This software as a service (Saa. S) platform contains a number of modular applications • It was founded in 2003 by Fred. Luddy David. Loo 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

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 Service. Now • 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.

Service. Now Foundation Course Introduction and Overview 1 System Administrato r Role (Admin) End User Role (ESS) 2 User Interface 3 4 IT User Role (ITIL) 5

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 • Knowledge catalog allows users to - Content. Base frame create, edit and view knowledge articles to share information across organization.

2. Content Frame and information formats - Home Pages and service catalog 2. Forms are used to display information from a record in a data table 2. Lists display information in a table, 2. 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. UEGENCY 1 URGENCY 2 URGENCY 3 IMPACT 1 PRIORITY 2 PRIORITY 3 IMPACT 2 PRIORITY 4 IMPACT 3 PRIORITY 4 PRIORITY 5

Incident An incident means something stopped working and needs to be fixed immediately. For example an employee Problem A problem means investigating why the laptop can’t print. Change A change means what’s done to fix the problem. The change might be as simple as a software upgrade, or a new

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