Servicenow cookbook pdf download

If customer has not been given external authentication, then you will see a login page as follows, where you need to enter the User name and Password in the respective fields:. Now click on the Login button. If your credentials match, then Service-Now will allow you to move further and show the following application screen:. If your credentials do not match, then Service-Now denies access and shows you the following error message as follows:.

So, when you enter the username and password, Service-Now verifies the user's account against the user table and after successful verification, Service-Now allows you to move further. However, if Service-Now is not able to match the credentials you entered, then it does not allow you to login and show error message. It's not feasible to manually maintain a large set of users in any enterprise level application.

This is why every organization maintains a master source of all users on a server. So, Service-Now should be integrated with the master source to import users for user's access. In many organizations, the Microsoft Active Directory server is used as the master source of employee or user records. Users are allowed to log into the assigned laptop or desktop using active directory's or Windows username and password. To step through this recipe, all you need is an active Service-Now instance and valid credentials and an admin role.

Now, for instance, if Service-Now is integrated with Microsoft Azure , then you will see the following login page:. Now, on the login page, enter active directory's username and password to log in. Please note, active directory's username and password are commonly referred to as windows credentials, as by this, you are allowed to log in on your organization's machine. On successful authentication, Service-Now, will allow you to log in to move further but if the username and password are not matched, then Service-Now will show an error message.

Refer to the following screenshot to see what the user record looks like in active directory:. When the user enters the network domain credentials username and password on the login page, the Service-Now instance passes it to the LDAP server and the LDAP server responds with an authorized or unauthorized message which Service-Now determines whether to grant access or not.

It is important to note that Service-Now can allow new users to login to an instance even if the user does not have an account. When the new user tries to login in to Service-Now, it automatically issues a query to the LDAP server and if the user record is found, the integration tries to authenticate it with the password.

If the password is valid, Service-Now creates an account for the user. There are mainly two types of accounts — the network domain level account authorized by the LDAP server — active directory integration and the manual account which is directly created in the Service-Now user table.

So, for instance, if your customer's active directory server is not available or is down, then Service-Now will not allow any user to login on the instance because the LDAP query authentication fails.

However, if as an admin, you want to access Service-Now, then you can access it via the manual account which is not authenticated by LDAP server. It is important to note that as an admin, you should have a non-AD or manual account for critical situations. By using the CMS application, you can create web pages and enhance the look and feel of the Service-Now platform for the end users. It is a single place from where all users can raise incidents or requests.

If you are a beginner and you not aware of incidents or service requests, then read the following standard definitions:. A service request is a user request for information or advice, or for a standard change a pre-approved change that is low risk, relatively common, and follows a procedure , or for access to an IT service.

To step through this recipe, you should have an active Service-Now instance and valid credentials only. By default, upon login, you will see the home page but, depending on the login rule, you may be redirected to the Service-Now portal or end user view.

On the Service-Now platform, you are allowed to create more than one site but the URL suffix must be different for each and every site. It is important to note that the instance name must be same. The following screen shows the default portal of Service-Now, which the end user will see after login based on the landing page configuration:. Now after login, you are allowed to create a service ticket incident, task or service request.

It is important to note that every organization configures Service-Now as per their business requirements so sometimes only middle-level managers, such as team leader or manager, are allowed to create service requests on your behalf.

Often, a user wants to follow up on a service ticket so for fulfilling such a requirement, Service-Now provides a search facility by Zing, which is a text indexing and search engine.

For an example as an admin if you enter incident number INC in search box:. Service-Now allows for a text search on the CMS site as well. You can type the desired text in the search box and you will see a page similar to the following screenshot. As a beginner, you can co-relate the service requests with a web-based form like a movie booking, an exam form and so on, in which you need to enter your details only but depends on required information Service-Now form may be simple or complex.

In this recipe, you will learn about the service requests of Service-Now. Once you are on the main portal then in the Order Things section, click on the Hardware button:. After clicking on the Hardware button, you will be redirected to the catalog page where you can see all available catalogs.

Now select Sales Laptop Access form the options, after that you will be redirected to the following screen:. In the catalog item Sales Laptop Access request form, enter your name, describe your request, and click on Order Now.

You will now be redirected to the following screen where you can view your request number, delivery date, stage, and price:. Out of the box, Service-Now provides Service Catalog Application to support catalog itemandunder the application, Maintain Item module is available for viewing existing catalog item Sales Laptop or creating new catalog item.

Similar to other enterprise applications, Service-Now also maintains two views. The first is for the end user and another is for admins or ITIL or fulfillers. In this recipe, you will learn about the IT view of the Service-Now application. To step through this recipe, you should have an active Service-Now instance and valid login credentials.

The following screen is the IT view of Service-Now, where all the applications and modules are available:. Section 1 in the preceding screenshot is a search box where you type the name of the desired module.

If you know the table name, then you can simply type the table name, which works in two ways: If you want to open a new record of the table, then you can type table name. Section 2 is dedicated to applications; you can view all the applications, whether they are system or custom applications. Section 3 is dedicated to login user details; you can do the following tasks:. If you want to log out from Service-Now, then you can click on Logout :. Section 4 is a global search box, which is dedicated to finding records from multiple tables:.

Section 5 is a settings button from where you can customize your Service-Now view. The settings section is a combination of the following four items:. In the General section, you can customize the time zone, user interface, and so on:. In the Theme section, you can customize the look and feel of the backend. Out of the box, Service-Now provides eight themes and you are allowed to choose any one of them:. In the Forms section, you can customize forms layout at the IT view and the related list loading time as well.

Out of the box, Service-Now provides three options. If you want to load the related list with the form, it consumes more time to load as compared to the After Form Load and On-demand options:.

In the Developer section, Service-Now provides features to add current update sets and the current application in the backend:. Once you turn it on, you will able to view the current update set and application in the top banner:. As an admin, Service-Now provides you a way to directly open the new record or view record. It is important to note that you must know the table name for applying it.

If you want to open a new record of the table, then you can type table name. The self-service application is the best place from to manage major tasks. To step through this recipe, all you need is a Service-Now instance address and valid credentials. The Self-Service application module is available in the IT view for all users. To view this application module, the user doesn't need role.

This self-service application has many modules but let's take a look at some key ones:. Watched Incidents : As a support group member, usually you want to denote your reporting manager or lead or any other user regards to the incident so in such a case you can add their name in watched list field.

Once users are added on the incident form, they will start getting all email notification for each and every update regards to the task like incident, problem, and change and so on:.

Homep age : Mostly, the resolver manager wants to see the overview of all calls; so, in such a case, Service-Now provides out of the box modules where any manager, lead, or team member can view the overall status of all calls, which can be customized based on the requirement:.

Out of the box, Service-Now provides a service desk application from which you can manage all your tasks and your group tasks. To step through this recipe, you should have an active Service-Now instance and valid login credentials and an ITIL or admin role.

On the left-hand side in the search box type Service Desk and Service-Now will search out application for you or navigate to Service Desk application. In the Service Desk application, many modules are available, but let's take a look at key ones only:.

As a support team member, you will receive your all your task in My work. If you want to see all the calls that are assigned to you, then you can simply click on My Work. The My Work module records all calls that are assigned to you regardless of the type of task. So, for example, if you have a problem, incident, or catalog task in your queue, then by clicking on My Work you can view all the calls that are in your bucket:.

Every support person belongs to some support group, but in many cases, a support group member may belong to more than one support group as well; so, to view all group's support tickets, My Groups Work is the best place to manage all calls that are assigned to your groups.

Service Level Agreements SLAs , contracts between service providers and end users that define the level of service expected from the service provider, are critical for any resolver group or any service company, where the service company has an agreement with the clients that if any issues come to them they will resolve the issues in the agreed timeframe. Approval is one of the key functions of any service management tool.

The book is packed with advice from our ServiceNow-exclusive experts and is the perfect way to learn some new platform tips before the end of the year.

Our newest edition of hand-picked ServiceNow tips and tricks gives insights across the entire enterprise platform; from basic structural components like Configuration Items, Tables, and Glide Records, to tips on specific modules, like Incident Management. Consider this eBook our way of spreading some holiday cheer i.

ServiceNow knowledge. Join the Acorio mailing list and get updates delivered directly to your inbox. Happy holidays from our team to yours! Ready to skip the preview and head straight to the eBook? Download it here. Its record includes any and all relevant data like its manufacturer, vendor, and location. CIs also have dependencies and relationships with other CIs. If you are an IT professional or an administrator with some experience of working with ServiceNow already and are looking to solve regular or unique problems that surface when using ServiceNow, then this book is for you.

It's advisable to have a basic level of administration experience with ServiceNow. Familiarity with JavaScript is assumed. This site comply with DMCA digital copyright. We do not store files not owned by us, or without the permission of the owner. We also do not have links that lead to sites DMCA copyright infringement. If You feel that this book is belong to you and you want to unpublish it, Please Contact us.

ServiceNow Cookbook 2nd Edition.