S\s/ AN O~ ServiceNow System Administration participant guide VAN Rt-1 a (el ea aon ore) a a)Jere Bronce © COPYRIGHT 2012 SERVICE-NOW.COM ALL RIGHTS RESERVED. 12225 El Camino Real, San Diego, CA 92130, USA This document may not, in whole or in part, be copied, photocopied, reproduced, translated, or reduced to any electronic medium or machine-readable form without prior consent in writing from Service-now.com. Every effort has been made to ensure the accuracy of this document. However, Service- now.com makes no warranties with respect to this document and disclaims any implied warranties of merchantability and fitness for a particular purpose. Service-now.com shall not be liable for any error or for incidental or consequential damages in connection with the furnishing, performance, or use of this document or examples herein. The information in this document is subject to change without notice. TRADEMARKS ServiceNow, Service-now.com and the ServiceNow logo are trademarks of Service- now.com in the United States and certain other jurisdictions. Service-now.com also uses numerous other unregistered trademarks to identify its goods and services worldwide. All other marks used herein are the trademarks of their respective owners and no ownership in such marks is claimed by Service-now.com ServesNow © 2012SowiceNow® 2012ServiceNow System Administration Table of Contents Overall Course Scenario ..... Module 1: Foundations .. Lab 1.1: Create Incident. Lab 1.2: Enable New UI and Create Bookmark Module 2: Lists and Forms Lab 2.1: Personalize Lis' Lab 2.2: Create Filters... Lab 2.3; Personalize Form... Lab 2.4: Personalize Problem Lists and Form [Challenge] Module 3: Users, Groups and Roles Lab 3.1: Add User and Group . Lab 3.2: Add Roles... Module 4: Knowledge Base... Lab 4.1: Create KB Article. Lab 4.2: Attach a KB Article to an Incident. Module 5: Tables, Applications and Modules....... Lab 5.1: Dictionary Overrides... Lab 5.2: Create New Table, Application and Module. Lab 5.3: Extend Incident Table... Module 6: Reports and Homepages. Lab 6.1: Run Reports. Lab 6.2: Work with Gauges and Homepages Lab 6.3: Activating Plugins.......... Module 7: Import Sets ........ Lab 7.1: User Import Sets and Transform Maps Lab 7.2: Clean up Import Set Tables ServiceNow © 2012Module 8: CMDB Lab 8.1: Add and Map Cls Lab 8.2: Analyze Problems Using BSM Map....... Module 9: Service Catalog........ Lab 9.1: Create New Service Catalog Item Lab 9.2: Add Variables to a Catalog Item Lab 9.3: Add Variable Set to Catalog Item... .239 .258 Module 10: Workflows .. 7 Lab 10.1: Modify Service Catalog Item equest Workflow ....301 Lab 10.2: Create a New Workflow ... Module 11: SLAs. : cesses B25, Lab 11.1: Define SLA for iPhone 4S Catalog Request ......... 339 Module 12: UI Policies and UI Actions 342 Lab 12.1: Create UI Policy and Modify a UI Action. 351 Module 13: Customization............ 357 Lab 13.1: Customize Your Instance . 363 Module 14: Update Sets... Lab 14.1: Create Update Set 366 379 Module 15: Security. Lab 15.1: Create Access ‘ontro ule see 382 +392 Module 16: Events and Notifications .. Lab 16.1: Configure Email Notification Module 17: Instance Statistics... Lab 17.1: Establish Baselines Using System Logs. Lab 17.2: Establish Baselines Using stats.do ....... Module 18: Upgrades... Lab 18.1: View Current Upgrade Status Module 19: Social IT. Lab 19.1: Social IT: Chat. Lab 19.2: Configure Live Feec ServiceNew © 2012Module 20: Case Study......... ATT Appendix The Appendix files are available in your training instance as welll as online at: http://goo.gliqklo3 [Optional Module] Business Rules and Scripting [Optional Lab] Create Client Script [Optional Lab] Create Order Guide [Optional Lab] Create Assignment Rule SeniceNow @ 2012Overall Course Scenario servicenow nauseum ion RARER RICO ee EE The Cloud Dimensions Smart Devices HHD subdivision has developed a prototype Handheld Holographic Device (HHD) to be used at conferences and media events Cloud Dimensions Ltd. (zCloud) Mobile Phones Smart Devices Handhels Holographic Devices (HHO) 20loud Admin 2Cloud Marketing _2C0oudPmduet Oevebpment You 2Mark Marketing pPatty Product zCloud Admin Marketing Manager Product Development In this course, your role is that of a System Administrator in the zCloudAdmin for the Smart Devices Handheld Holographic Devices (HHD) subdivision Foundations (© 2012 ServiceNow All Rights Reserved 3 € Ey iy S aFoundations Objectives Review Foundations Online Course Module 1 Core Concepts Answer What is ServiceNow and How Does it Work Identify ServiceNow User Interface Key Elements Labs 1.1 Create Incident 1.2 Enable New UI and Create Bookmark servicenww It is not too late to take the online learning course! At approximately 5 minutes each, catch up today. On a break, visit http://community.service-now.com/learning-center from your computer. Alternately, visit http://community.service-now.com/foundations-course-mobile-version from your smartphone. Foundations (© 2012 ServiceNow Al Rights ReservedFoundations Course (Online) servicenow Ene http://community.service-now.com/learning-center sv Emer uindatons Course Mobile Version Module 0: How to Use the Foundations Course (~2 minutes) 4. Module 4: Introduction and Overview (~7 minutes) In Module 1 you get an introduction and overview of ServiceNow. 2. Module 2: User Interface (~6 minutes) In Module 2 you take a closer look at the welcome screen and homepages by role, as well as the content pane information formats. 3. Module 3: Navigation and Search (~7 minutes) In Module 3 you navigate using filters and breadcrumbs and learn about right and left mouse clicks. Finally, you will look at the five different methods of searching in ServiceNow. 4, Module 4: End User Role (~6 minutes) In Module 4 you view ServiceNow as an ESS (Employee Self Service) End User. 6. Module 5: IT User Role (~8 minutes) In Module 5 you learn what you can see and doas a ServiceNow IT User. An IT User has all of the capabilities of an end user but can also investigate and handle incidents. 6. Module 6: System Administrator (~5 minutes) In Module 6 you learn what you can see and doas a System Administrator. As a System Administrator you have all functionality of the ServiceNow platform. Foundations (© 2012 SewviceNow All Rights ReservedServiceNow Foundations Course — servicenww Role-Based Scenarios In the Foundations online learning course you experience ServiceNow in various roles (End User, IT User and System Administrator) to learn about creating an incident, investigating a problem, and recommending a change We use role-based scenarios to show the workflow and interactivity of the ServiceNow platform You will learn much more about users, groups, and roles in this class! Foundations (© 2012 SowiceNow AlRights ReservedFoundations Online Module Topics servicenow Py 2 Fy a 2 i a Module 1 Review Module 2 Review Module 3 Review What is ServiceNow ServiceNow Navigation & Search and How Does User Interface (UI) — Filters it Work? — New UI 2011 — Breadcrumbs — Instances — Icons — Quick Filters — Architecture — Welcome Screen — Right-Clicks — Terminology ~— Content by Role — Search Methods — Applications — UI Components + Banner * Application Navigator * Content Pane and Information Formats ‘Topics we will review in class from the Foundations online learning course. Foundations ©2012 SeniceNowAl Rights ReservedWhat is ServiceNow? servicenew @oere F8° G&G BUSINESS AUTOMATION APPS, DESIGN TRANSITION] [OPERATIONS IT Aust and Contact cma ‘change Request Manage Docs Service Level Discovery Release Incident Feld Service Soptea Cag Runbook Automation Problem Software Dev Lifegle Kowiedge SHARED DATA Tasks cues Iregratons The ServiceNow cloud service offers a broad set of automation tools. Beginning at the core of ITIL, we have expanded the definition of IT service management to include all the relevant components of IT transformation. ServiceNow applications are organically built on a single platform as a service. This increases automation across all IT disciplines, ensures the applications operate consistently and continuous improvement can be measured from the beginning to the end of a process. To simplify the presentation of our portfolio, we have aligned the applications to the ITIL disciplines of Strategy, Design, Transition, and Operations. Cloud Platform as a Service: Many of our customers have used the ServiceNow Platform as a Service to build custom applications that automate business processes outside of IT. We have absorbed their ideas and created a number of business service applications. In fact, our 2011 Innovation of the Year ‘Award customer contest highlighted more than 25 unique uses of the platform. The winner, VeriSign created a data center management application to track IP address and a granular map of data center resource including rack details. Blue Cross Blue Shied of Minnesota and ICW both use ServiceNow for claims management. Quest Software uses it for legal request management, The NBA uses it to manage the NBA schedule, shot clocks and arenas. Cricket Wireless manages all their cell towers in the system. Foundations (© 2012 ServceNow Al Rights ReservedCustomers Get Multiple Instances — servicenww Ere Te) At least two instances are installed Development Production SS Se | = oS a = Platform as a Service Platform as a Service An instance is an individual implementation of the platform with a unique URL; many customers have multiple instances (Sandbox, Test, Development, and Production) Each customer receives a minimum of two instances. Each instance is an individual implementation of the platform and has its own unique URL. Foundations (© 2012 ServiceNow AI Rights Reserved 7Applications Can Vary by Instance servicenow Each instance can have different applications installed Instance 1 Pr Knowiedga Seriat Instance 2 neident Problem Knowledge Change Release Asse Instance 3 Inadant Pe Know Applications can be added or modified from within the platform ‘An instance contains multiple applications, for example Incident, Problem, and Change. You can also create your own unique new applications in the platform. Foundations (© 2012 ServiceNow Al Rights ReservedWhat is ServiceNow? servicenew Pa Fi Fi Fy By ServiceNow is built on: Web 2.0 + SaaS + ITIL + PaaS + IT 3.0 | But what do these terms mean? ServiceNow is built using Web 2.0 technologies resulting in fast, flexible, affordable, simple, consistent software. Software as a Service (SaaS) provides remote access to IT management software through a web-based interface. ServiceNow is the leader of on-demand IT service management. The IT Infrastructure Library (ITIL) provides a platform of applications offering continual service improvement. ServiceNow uses ITIL as a framework. Platform as a Service (PaaS) refers to the delivery of an on-demand, web-based solution stack. The ServiceNow platform is java-based, using a tomcat web server running on Linux IT version 1.0 was pre-internet and communication was paper-based, people got in the way and IT and business were separate. Then we moved on to IT 2.0 using Internet processes; ‘communication was email based. Now in IT 3.0 we have added the social IT functionality to enhance communication. Is no longer just abcut the process, it's about the people Foundations (© 2012 ServiceNow Al Rights ReservedArchitecture servicenow SS xz ServiceNow Customer Site Here is a visual of what the ServiceNow architecture looks like, Outside the firewall, customers have users accessing ServiceNow using browsers. Information passes through the firewalls and is handled by the ServiceNow Data Center servers and database. Foundations (© 2012 ServiceNow Al Rights Reserved 10Incident An incident is opened when something stops working and needs to be fixed immediately For example an employee cannot print ServiceNow Applications servicenow Problem Change A problem means investigating why the employee can’t print A change means what is done to fix the problem The change might be as simple as a software upgrade, or a new network printer may be required Foundations (© 2012 ServiceNew Al Rights ReservedHow Does ServiceNow Work? servicenow Facilitate the delivery of services — "services" in this sense could be incident, problem, change just described and could also include the service catalog Incident For example: Service Catalog Can | have a new iPhone? ~ Service Catalog, single item Please do what is required to onboard a new hire ~ Service Catalog, ordering predetined goods and services Incident, Problem and Change are not the only applications to facilitate the delivery of services, ServiceNow also provides a Service Catalog application. For example: + Open an incident ticket. * Order a single item like a new iPhone from the Service Catalog. + Order a set of predefined goods and services for a new employee. Foundations (© 2012 ServiceNow Al Rights Reserved 2Types of ServiceNow Pages servicenow Welcome Screen The ServiceNow Welcome Screen displays when a user is not logged in Administrators can customize the Welcome Screen Orsivire User name: Password. Remember me The Welcome Screen is displayed before a user logs in and can be customized by Administrators. Foundations (© 2012 SenviceNow All Rights Reserved Err TL reyServiceNow Homepages servicenuow esac as EC SRO EE Content is Determined by Role Employee Role Admin Role Once you have logged in, your homepage is displayed. The homepage you see is determined by your role, Above are thumbnails of the Employee (ESS), IT (Process) user, and ‘Administrator (Admin) role homepages. Foundetions (© 2012 ServiceNow Al Rights ResoredHomepage: Banner servicenow rn TLS) service Ore Banner ‘ed bens eaten The banner frame runs across the top of every page. It contains a logo and the following information and controls: + Welcome message - shows the name of currently logged in user. + Impersonation key (administrators only) - allows administrator to switch user views without logging out; useful for testing security and role-specific setup functions. + Logout - returns to the Welcome page for subsequent login. + Homepage - provides links to various homepages. * Print - opens a printable version of the current content frame. * Help - opens the ServiceNow Wiki in another window or tab. * Debug (administrators only) - opens the client-side JavaScript Debug window. + Global Text Search - searches for text across the instance + Header Expand/Collapse - alters the amount of space the banner frame occupies. Wiki: http://wiki. service-now.com/index.php7title=Navigation_and_the_User_Interface Foundations (© 2012 ServiceNaw Al Rights Reserved 15Homepage: Application Navigator servicenow Application Navigator ‘An application is a group of modules, Applications are an organizational element in a ‘ServiceNow instance. An application can be expanded to display its modules and collapsed to display more applications within the Application Navigator. Each application has a name (for example, Incident and Self Service) and may have a divider line and heading to group modules. Foundations (© 2012 SeniceNow Al Rights Reserved 6Application Navigator Q) Homepage Ll service Catalog Components Soi ServiceNow instance My Requests Requested tems 6¢ Watched Requested tter | Related information and functionality are organized | 4 proto into applications, such as Incident, Problem, > Tako Survey and Change The Application Navigator provides links to all of the oa Applications and the Modules they comprise Open een Resolved Closed Users can use the Application Navigator to quickly ic find information and services aoveraow iS crtca ncidens Map ontiguatom < ‘The Application Navigator organizes the applications and modules you have access to in the ServiceNow instance. Foundations (© 2012 ServiceNow All Rights Reserved Proc TLS)Application Navigator servicenew | Type filter text Z Set-Sorvice a The Application Navigator contains a list of all of the {© Incidents applications and modules you <7 Watched Incidents have access to, so in some a 3 : 2 Incidents cases the list can become Incident 7 quite large | (2 create New | | Assigned tome Open Use Type filter text to quickly a access applications @ Closed | All eh Overview ® Critical Incidents Map To quickly sort through the applications and modules shown in the Application Navigator, click the Type filter text title and type the name of the Application or Module you are searching for. Instantly, the Application Navigator filters out all of the Applications and Modules that do not contain the filtered text. In the example above, Incident was entered in the Type filter text field, To create a new Incident, in ulab 1.18, you will be directed the following way: Incident > Create New This is shorthand for: 1. In the Application Navigator, type incident in the Type filter text field. 2. From the Incident Application, select the Create New module. Foundations (© 2012 ServiceNow Al Rights ReservedApplication Navigator servicenow Resize Text Use to make text larger or smaller Refresh Navigator Use to refresh Application Navigator to the default set of applications The resize text control changes all the GUI text sizes. Refresh Navigator refreshes the list of applications and modules. Administrators who are customizing the Application Navigator can test their work without refreshing the entire browser session. Foundations (© 2012 ServiceNow All Rights Reserved ry 2 5 iy S EdApplication Navigator servicenow Expand and Collapse Applications Use — to collapse and + to expand all applications nace] Switch Perspective Switch Perspective filters the available items by role ‘Admin Asset Management ‘cps mi Reports Al aA? Ele When you first open ServiceNow as an Admin, you see all of the Applications activated during implementation. To display only System Administrator applications select the highlighted Switch Perspective icon. You can, for example, select ITIL to show only ITIL items such as Incidents, and filter out Asset Management items such as Asset Portfolio. NOTE: You must have access rights to the items to see a perspective in the list. To see all available applications, click the arrow and select All. Administrators can customize perspecti Foundations (© 2012 ServiceNow All Rights ReservedHomepage: Content Pane servicenow Content Pane The Content Pane contains various types of information such as homepages, service catalog, schema map, business service map, forms and ists. In the next slides we will briefly review these Content Pane information formats. Foundations © 2012 ServceNow Al Rights Reserved aContent Pane Information Formats servicenow fs rs PP sR NT TTS The Service Catalog provides a portal for customers to order goods and services; similar to a homepage, where each gauge (Can We Help You, On Boarding Services, etc.) is a category of catalog items . =| 6 1 CanWe ate You? (F1 Raquoet Computers and Handhelds ‘ Top Reauests Len . [5 Development taco Blackbary Teleghore Exerion Executive Oeston Blackoery Repot a Patamarce Prion Executive Deskte Repo an Outage Prone etek Computer Loaner © On Beading Services Office Desktop a tice Printer Nowempoye Hi on Emergency Changes « eee (5) Request Application Infrastructure © Datbane Restore 5 Routine Changes ons change ‘Red SAN Storage Foundations (© 2012 ServiceNow Al Rights ReservedContent Pane Information Formats servicenew The Knowledge Base allows users to storage and publish information; similar to a Service Catalog, where each gauge (General, Email, News, etc.) is a topic in the Knowledge Base ‘The Knowledge Base is an application that is used to organize, store, and publish information NOTE: You will learn more about the Knowledge in Module 4. Founcations (©2012 SenviceNowAll Rights Reserved Eros)Content Pane Information Formats servicenuw Schema Map The Schema Map (available only to administrators) displays the relationships between tables in the database The Schema Map provides a graphical representation of all tables related to a specific table, either through class extension or reference. Foundations (© 2012 ServiceNow Al Rights ReservedBusiness Service Map navigational view Content Pane Information Formats servicenww The Business Service Map (BSM) displays configuration items and their relationships, such as computers on a network, in a ‘The Business Service Map is an additional information format you can view in the Content Pane. You will learn more about this in the CMDB module. Foundations (© 2012 ServiceNow Al Righis Reserved PrueContent Pane Information Formats servicenow Lists acomaRene secre cot met te ae ‘ection wonmenncemonaie) tn flew hw tenses Cmtmtrne enn tare (SPIE! Ae fentntenas S Koimercwatmet teu hoe Ae Dean mst tnn coy fone lon few te “inetyeecreen Somes -lny aw tee tovotoem vate feet tee Daan Et foe cee ASO ee RIE nr ae conan Smee Baha toe tte rena re beer oii Si noe tee (enema fame ior tee mone 3 former tae come mat (cones oy wt est ear ‘nate 2 tatererone ‘coe =a entanmante ‘ane tonto E ‘arate ino tt fe Stel ‘rep ie Sataad —Wosiipmrecn twee yep ‘nt contemane cone ihe A List is a structure that displays information from a table. Lists are the most common information format that displays in the Content Pane. Each record represents a record and each column represents a field. Column data can be sorted and you can search, sort, filter and edit list information. NOTE: You will learn more about Lists in the Lists and Forms module. Foundations (© 2012 SeniceNow Al Rights ReservedContent Pane Information Formats servicenow nor ‘sors nme oer wat coe ‘i eae 2% Opereby ‘Beaas Form displays a single record from a table. A form contains fields from the record, but not all fields from the record display on a list. User permissions control who can create, view or edit individual fields. NOTE: Forms will be discussed further in the Lists and Forms module. Foundations (© 2012 ServiceNow All Rights Resorved a a Py g Fy z & EsIcons servicenow (Homepage Click to load a homepage from the list Print > Formats the content frame contents in a printer- friendly format Help Displays the ServiceNow Wiki Main Page JavaScript Debugger Window Opens a window for the JavaScript Debug messages To the right of the Homepage icon, you can find the Print, Help and JavaScript Debug icons. These icons can be used in addition to the list icons. Foundations (© 2012 ServiceNow Al Rights ReservedForm Icons servicenow Py 2 5 a 2 s Ed [ Notes || Related Records || Closure information Watch ist ad ‘Work notes list % ‘Aditional comments (Customer visibiey Highlighted icons: Attachments: Use this icon to upload a file to an Incident, Knowledge Base article, Change Request or other record in ServiceNow. Email: Use this icon to notify selected users automatically via email about specific activities in the system Previous record: Go to previous record. Next record: Go to next record. Toggle Tabs on / off: Use tabbed forms to reduce scrolling. Collapse alll section. Foundations (© 2012 ServceNow Al Rights Reserved EyImpersonate Key servicenow fener fe gS cat Click the gold key icon to "impersonate" other users for testing purposes 6 This is an Administrator only feature This is a powerful testing feature. There are security implications since an action done while impersonating another user is recorded as having been done by that user. This includes transaction log entries, auditing, and record update stamping NOTE: This feature can be disabled. Foundations (© 2012 ServiceNow All Rights ReservedElevated Privilege Icon servicenow Errore) A© | *colect and activate elevated privileges for the Sett-Service yg fleurrent session | service Desk Users by Location When a user is assigned a role with elevated privileges, a lock icon appears next to the user's name in the header For more information on elevated privileges, refer to the High Security Settings article on the ServiceNow wiki: http:/Awiki. service-now.com/index.php? title=High_Security_Settings#Elevated_Privilege NOTE: Elevated privileges are further discussed in the Security module. Foundations (© 2012 SewiceNow All Rights ReservedLab Goal To kickoff our Cloud Dimensions (CloudD) Ltd scenario, the Product Manager from the Hancheld EN) el Holographic Device (HHD) New Products Division, Create zCloudProd Dey, is on the phone reporting a lost prototype! Incident Log on to Your Training Instance Instructor will provide you with your own instance URL. Log on with admin/admin credentials. NOTE: In the next lab you will learn how to enable and disable the new Ul. Create a New Incident 1. In the Application Navigator, type incident in the Type filter text box. 1 tnedents 6 Wiatcned cients 2. From the Incident Application, click the Create New module. NOTE: In subsequent labs, these steps will be abbreviated to Application Name > Module Name example: Incident > Create New 3. Create a new incident using the following Short description: Product manager has misplaced the handheld holographic display prototype! 4. Click the Submit button. Foundations © 2012 ServiceNow All Rights Reserved 32LAB VERIFICATION If you scroll to the last incident, your screen should look like this: Py FS Fy a = 3 a mcooto0g2 Pau mage as ry 8 Now ‘niplace ha 6 Planing oe Machol nolgraphie éealy pote eso lca ws) aq was Foundations (© 2012 ServiceNow All Rights ReservedHomepage: UI11 servicenow For more information on the UI11 User Interface, refer to the following wiki article: http:// Wiki service-now.com/index. phptitle=UI11 To get started with UI11 1. Activate the UI11 plugin and verify the glide.ui11.show_switch_link is set to true (default value). UI11 is automatically installed on instances as of the June 11 release. For more details on Administering UI11, refer to the following wiki article: http:// wiki.service-now.com/lindex.php7title=Administering_UI11 2. Inform users that a new interface option is available to them. All users must configure their own UI11 settings. For more information on Using UI11, refer to the following wiki article: http:// wiki.service-now.com/index.php’title=Using_UI11 Foundations © 2012 SenviceNow Al Righis Reserves 34Homepage: UI11 servicenow Ero Tue) Welcome to UI 2011 Inge y tone ae man tcl ee ‘yeti bannar ad nvignon montoyate The first time you click the Switch to the new UI link you are presented with the Bookmark and pane-based UI help window. Click (x) to close. Note that this feature remains active to toggle you back to the old Ul Foundations (© 2012 ServiceNow All Rights Reserved FeUI11 Elements: Power Edge servicenow conerton S Conan om by Mania Power Edge: Gray toolbar on the left side of the screen in the UI11 interface which provides the following functions: + Show or hide the Application Navigator or the banner frame. + Split the screen (content frame) vertically or horizontally into list and form panes. + Create and manage bookmarks. Wiki: http://wiki, service-now.com/index. phptitle=Using_UI11 Foundations (© 2012 ServceNow AI Righs ReservedUI11 Elements: Resize Controls servicenow Erie) 2 ORewee Resize Controls — : Resize Controls: Gray arrows on the pane dividers allow you to resize elements. Foundations (© 2012 Servicehow All Rights ReservedUI11 Elements: List Pane servicenow a GRewice extort List Pane: Pane on the top or left in the split-screen view. Module links open in the list pane. Bookmarks open in the list pane by default, but can be configured to open in the form pane. Foundations (© 2012 SewviceNow A Rights Reserved 38UI11 Elements: Form Pane servicenow b Opewice Form Pane: Pane on the bottom or right side/corner of the spilt-screen view. Links List Pane list open in the Form Pane. Foundations (© 2012 SeniceNow All Rights Reserved Er Tae)Lab Goal Enable UI11. As a System Administrator you vill be monitoring Live Feed frequently and creating a flyout (OE) By bookmark to enable access to Live Feed with a single click. Enable Enable New UI New UI and Create Bookmark 4. Click Switch to the new UI. = Notice the new Power Edge on the lef side of the screen, Selt-Service Gy Homepage U1 Service Catalog © Knowledge ‘= Help the Help Desk 2. The first time you turn on the new UI, the Bookmark and Help/Welcome flyout displays. 3. Click the (x) to close the flyout. Foundations © 2012 ServiceNow All Rights Reserved 40ry 2 5 a & S a ‘Welcome to Ul 201% Create and Manage Bookmarks 1, Social IT > Live Feed. NOTE: This notation is Application > Module Name. This is the navigation path to use in the Type filter text box. We will use this notational shorthand in the lab instructions. For this step, type Social IT then click the Live Feed module. 2. Click, hold and drag the Live Feed Module to the Power Edge. NOTE: The Live Feed bookmark displays in the Power Edge. Foundations © 2012 ServiceNow All Rights Reserved a3. Hover over the new bookmark and select Edit Bookmark. 4. Select the Flyout checkbox. Pee = Mion eed Ve ee end os ‘Us| [Const NOTE: A flyout is a window that opens on top of the current screen without navigating away from where you are. 5. Click Update. 6. Click the new Live Feed bookmark LAB VERIFICATION Your screen should look like this: Become Company Feed St Admin oF pln eg ar sr eerie a Sim lls mite cone oan a ty, a eae eg a eg Close the flyout by clicking the (X), highlighted above. Foundaticns © 2012 ServiceNow All Rights Reserved 4What is a Filter? servicenow z ry £ 5 Fy s a Incidents ~ [7] Goto _Numbe ~ All> Active = true Opened by = Syst Run save. yh OF Active oo Ltrue phe k ae aia e ha he 38 3 System Administrator ‘and Opened by & Run A filter is a set of conditions applied in order to find and work with a subset of data The current filter is indicated by a hierarchical list of conditions (called breadcrumbs) which display at the top of the list The breadcrumb in this example is All > Active = true > Opened by = System Administrator. Users can apply, modify, create and save filters. Foundations. (© 2012 SenvceNow All Rights ReservedQuick Filter To quickly filter a list by a value in a field, right-click the field and select either Show Matching or servicenow Filter Out a These functions naar add the condition 7 Softwa asa breadcrumb Hardwear to the current filter | softwae Inquiry? a a 2 Linh Aativen, Show Matching Filter Out Copy URL to Clipboard Copy sys_id Assign Label Assign tome Some items in the right-click menu provide a submenu of additional features. In this example, if Show Matching was selected, the breadcrumb would change to: All > Active = true > Opened by = System Administrator > Category = Software. Foundations (© 2012 ServiceNow Al Rights ReservedWhat is a Breadcrumb? servicenow A breadcrumb is a horizontal display of filter conditions hat show the hierarchy of the conditions used to display the form or list results Breadcrumbs are ordered from left to right, with the leftmost being the most general to the rightmost being he most specific Incidents ~ [7] Goro «number a | ~¥ All> Alive = true > Opened by = System Adminisvator Category = Sofware | Giek a bresserumb © |] Cloke > symbolnetore 2 remove al conations JF breadcrumb to rerove ust ater it tmat one cor Breadcrumbs offer a quick way to navigate and appear on forms and lists. NOTE: Once a breadcrumb is deleted, it can no longer be recovered, but can be recreated Foundations (© 2012 ServiceNow Al Rights Reserves ry 2 5 a Es é EdWhen in Doubt, Right-Click A whole new world becomes visible using right-clicks throughout the servicenow a Software Software ServiceNow platform | snes You can right-click on column headers, values in list views, form headers and more! 2-High 4-Low 2-High Sort (a to 2) Sot (2 toa) Group By Incident state Bar Chart Pie Chart Personalize > Export » Update Selected Update All Import XML Right-click to access several powerful features and functions such as personalizing lists and forms. In this example, you can view the incident jist as a bar or pie chart, and even sort and personalize the list. Foundations (© 2012 ServceNow AllRights Reserved 46Global Text Search servicenow Py g 5 = 3 Ed Click [=] (menu arrow) to see your search history (last 10 Click Enter or cen searches) or resubmit your your search on Even if you collapse ad the banner, global text search remains visible knowledge base change problem incident The Global Text Search is located in the upper-tight of the banner frame and is powered by Zing, which is the text indexing and search engine that performs all searches in the ServiceNow platform. Zing Global Text Search delivers fast and accurate text ‘searches using a results-scoring system. Benefits of Zing Global Text Search include faster results using new search engine logic and better results from a new results scoring system. There is also improved usability for search users including type-ahead suggestions and "Did you mean?" suggestions for the knowledge base and global search. Wildcard searching and Boolean operators are also allowed. ‘Administrative options have also been improved; with Zing, you can now control field level ‘weighting, global stop words and the ability to configure stop words for each index. Foundations (© 2012 ServceNow Al Rights ReservedModule Recap servicenow |e SSS SS SSS STO Core Concepts Real World Use Cases ServiceNow Instances, Why you would use this Architecture and Terminology When you would use this User Interface Navigation and Search How often you would use this Discuss: Why, when and how often would you use the capabilities shown in this module? Foundations (© 2012 SenviceNow Al Rights Reserved ryLists and Forms Objectives Module 2 Define a List and Use List Controls Define a Form and Use Form Controls In List and Forms, Use the Right-Click Menu Controls to Personalize, Filter, Sort and Report Een tS tg] Labs 2.1 Personalize List 2.2 Create Filter 2.3 Personalize Form 2.4 Personalize Challenge Lab servicenow Lists and Forms {© 2012 Servicehow All Rights Reserved ryWhat is a List? servicenow A list is an information format that displays content from a table o e The SAP Human Sftaare Reason Spkesion srt Rows Display as Individual Records Fields Display as Column Headers A table is a database element (data is stored in tables). A table organizes data by rows (records) and columns (fields). Each list displays content from a single table A field is a cell in a table (intersection of row and column). Each field holds an individual piece of data. A record is one set of all the fields in the table. Lists and Forms (©2012 ServiceNow All Rights ReservedList Interface Elements servicenow Main interface elements — title bar, breadcrumbs, column headings and fields ai o a 3 > e INCGGEON mame TSP Human Sota ‘Softwa Ere Lud ‘Mosman? Bugsciman «SAP Frac! Stare ‘Softaare ‘et cto ‘palcatonaopoon be down Hy INDOOR Goon Gre losuewthx wet Settee ‘software Beth Anatio e save INCODRONS Lee Emncuee User cant access Stans ‘stare on oot C RP Contating eccalon Key List Interface Elements. + Title Bar - The type of data that is displayed from the table is listed in the title bar. + Breadcrumbs — Offer a quick way to filter and sort. + Column headings — Display the table field names and the right-click menus for column data. Column headers can be used to quickly sort list contents. NOTE: You can sort in ascending or descending order. + Fields — Display field data and offer right-click menus adjusted for field data. These fields can be modified using the Record List editor, or using a form. Wiki: http://wiki.service-now.com/index.php?title=Using_Lists Lists and Forms © 2012 SenvceNaw Al Righs Reserved st TOPO ES |What is a Record? servicenow pss SS Sts i SEES Arecord is one set of table fields Each field represents a singular piece of data, characteristic of an object ee o o a CONDI NamaslGey The SAP Human Software INeaenos2 ud Butman «SAP Financial Soar ~~ pet appears ‘2s own ‘NOHDGODSY Joe Emuovee ———Useecant access Sotuare ‘SAP Contoing sreeston NOTE: Sorting is not available on time fields, such as Duration. Lists and Forms (© 2012 SeniceNow AlRights ReservedRecord Identifiers servicenow sys_id is a unique 32 character Globally Unique ID (GUID) used to identify a record within a table All tables have a sys_id column The sys_id field is used to reference a record within a table For example: 46e18cOfa9fe19810066a0083f76bd56 To determine a record's sys_id, view the record link: 1. Navigate to the record whose sys_id is required. 2. Right-click the header bar and select Copy URL. The sys_id is inside of the URL, after the parameter sys_id= For example, the following is a URL for an Incident: https:/hoox1 lab. service-now.com/nav_to.do?uri=incident.do? sys_id=46e18cOfa9fe19810066a0083f76bd56 Lists and Forms (© 2012 ServiceNow Al Rights Reserved Err CES ry]List Title Bar Incidents. Context Menu The title bar has the Context menu, New button and Go to menu search tool Goto Catecory Go to Menu servicenow Go to Search View » Filters > Group By > Show > Refresh List Incidents Cou » All Active = true G6 o NC0G0G053 Margar for text Number f caller f Short descriation category Q Priority Incigert state eF 3 al ‘Assignes to PIGrEn s The Title Bar displays the name of the list (table) and provides the following controls: + Context Menu — appears when you click the arrow next to the list title, + New - opens a blank form to create a new record, * Go to Search - finds information in the current list. Lists and Forms. (© 2012 ServiceNow Al Rights Reservedcustomized Personalize Lists and Columns Click the Personalize List gear slushbucket used to customize your individual list Once customized, the gear icon changes|#'| to indicate Budi personalize Let Columns EE EE EE servicenow ee to display the “tha SAP Human ‘elcome Prensa ‘Risin comments pet ‘ee ‘Repeal tay ‘ ‘emo tree ste Beams deter Ramoxe Assnmer reup ‘oon Busse ero te owed Caosed ty ere (Cpe Menuet rap conten !Camgset oma Eraoe it Monten nai ist et ADoubo ck oat ‘To access the Personalize List Columns window (also called the slushbucket), click the gear icon, You can personalize your list layout by adding, removing and reordering list columns. You can also use the Personalize List Columns window checkboxes to alter row spacing (compact), enable or disable column text wrapping, and enable or disable list editing ‘Once the list layout is customized, the gear icon displays a symbol to let you know that the list has been customized and does not match the default. You can select the checkbox to activate or clear the checkbox to deactivate these additional options NOTE: The gear is used to modify a list for an individual user; it does not affect the system default, Wiki: http://wiki,service-now.com/index.php?title=Creating_Personal_Lists Lists and Forms. (© 2012 ServiceNow Al Rights ReservedColumn Heading Menu Right-click a column header to access the menu list The Column Heading menu offers sorting, reporting, personalizing, exporting and global update options, as well as the option to import records into a table from an external XML file servicenow Sort (a to z) Sort (z to a) Group By Category Bar Chart Pie Chart Personalize Export Update Selected Update All Import XML. Sort options for ascending (a to z) and descending (z to a). Lists and Forms (©2012 ServicoNow AIRights ReservedGroup By Category servicenow Sort (a to z) Sort (2 to a) Group By Category’ Bar Chart Pie Chart Personalize Export Update Selected Update All Import XML. Group by groups rows and displays count per group Ungroup removes a group 80 a » Category: Database (2) » Category: Hardware (6) » Category: Inquiry / Help (10) » Category: Network (2) Category: Software (15) Group By aggregates, or groups a list by a field and displays the record count per group Grouping can help users find data quickly by organizing and providing a summary of search or filter results. Lists and Forms. (© 2012 ServiceNow All Rights Reserved 87 Seer cntsyQuick Reports servicenow Sort (a to z) Sort (z toa) Bar Chart and Pie Chart offer two ways of reporting on the ee in the li Group By Category incidents in the list Personalize » Export » Update Selected Update All import XML The Bar Chart and Pie Chart offer options for rezorting on the incidents in the list. You can generate both reports by using the defaults. After creating a Pie Chart or Bar Chart, you can view report criteria to change or save your settings. This course has a whole module on Reporting, so you will learn more later in the course. Lists and Forms (© 2012 ServiceNow Al Rights Reserved 58Personalize List Menu servicenow Sor (a to2) s The Personalize list menu Sort (2 to) : eee sotwae] displays a submenu of controls pee ieeen anes that act on list data for all users Bar Chart on | Pie Chart » Pst tayout —List Layout cen sulectes "7 te paelatons —List Calculations pdate Select ist Cont Update All All —List Control temport XML. Security Rules 5. Now Business Rules Planning Clont Seite Ut Policies Data Policies Ut Actions Dictionary Important: When you choose Personalize, the right-click menu (available to administrators or those with the personalize role) allows you to make changes to the system default, unlike the gear icon that affects your personal list display only. List Layout: This menu item displays the slusabucket for choosing list columns and their order, allowing you to change the default columns for a list view. List Calculations: This menu item allows you to choose to display the maximum or minimum values used to calculate a numeric field. A dialog box displays, enabling you to view minimum and maximum calculations for that field for all the records in the list. To see both the minimum and maximum calculations displayed, select both checkboxes. The totals appear in the column you selected, below the last record in the list. List Control: This menu item displays the List Control form. You can set which buttons are on the form, whether to display empty rows, and other settings. A number of elements in a list can be personalized, such as control buttons and filters. Right-click in the header bar then select Personalize > List Control from the submenu. Lists and Forms (© 2012 ServiceNow All Rights Reserves Ere PrCEs ty