Post on 14-Jan-2017
transcript
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