1NH15MCA46.pdf - MASTER OF COMPUTER APPLICATIONS

UPGRADATION TO SERVICENOW

A Dissertation submitted in partial fulfillment of the requirements for the award of degree of

MASTER OF COMPUTER APPLICATIONS

By

SANTHOSH N

1NH15MCA46

Under the Guidance of

PROF. S P SREEJA

DEPARTMENT OF MASTER OF COMPUTER APPLICATIONS

Ring Road, Near Marathalli,

Bangalore – 560 103

2017-2018

UPGRADATION TO SERVICENOW

A Dissertation submitted in partial fulfillment of the requirements for the award of degree of

MASTER OF COMPUTER APPLICATIONS

By

SANTHOSH N

1NH15MCA46

Under the Guidance of

Internal Guide: External Guide: Prof, S P SREEJA Srinivas Boyapati

Sr. Asst. Professor QA Manager,

Department of MCA, NHCE EFI, Bangalore

DEPARTMENT OF MASTER OF COMPUTER APPLICATIONS

Ring Road, Near Marathalli,

Bangalore – 560 103

2017-2018

ACKNOWLEDGEMENT

I articulate my sincere gratitude to all those who helped me in making this venture a

grand success, without whose constructive criticism as well as words of inspiration

this project of mine would not have seen the light.

I take this opportunity to thank Dr. Mohan Manghnani, Chairman, New

Horizon Educational Institutions, Dr. Manjunath, Principal, NHCE, Bangalore, for

permitting me to undertake this project as part of my curriculum.

I would like to mention my sincere gratitude to Dr. V. Illango, HOD, MCA Dept, for

the guidance and encouragement that has been a source of inspiration for me.

I would like to express my gratitude to my internal guide Mrs. S P SREEJA, Prof.,

MCA Dept, for giving me the valuable information and advices that helped me a lot

for the successful completion of my project work.

I acknowledge my heart felt gratitude to my Project Guide Mr. Srinivas Boyapati,

QA Manager, EFI Bangalore and colleagues for their valuable assistance and

suggestions too.

Last but not the least, my thanks goes to my parents, GOD and friends whose

support and enthusiasm helped me greatly to make the project work a memorable

event.

Santhosh N

COMPANY PROFILE

Electronics for Imaging, Inc. (EFI) is an international company based in Silicon

Valley that specializes in digital printing technology. EFI develops technologies for

the manufacturing of signage, packaging, textiles, ceramic tiles, and personalized

documents, with a wide range of printers, inks, digital front ends, and a

comprehensive business and production workflow suite.

Formerly located in Foster City, California, the company is now based in Fremont.

EFI™ is a global technology company, based in Silicon Valley, and its corporate goal

is to lead the worldwide transformation from analogue to digital imaging.

EFI develops technologies for the manufacturing of signage, packaging, textiles,

ceramic tiles, and personalized documents, with a wide range of printers, inks, digital

front ends, and a comprehensive business and production workflow suite that

streamlines the production process.

On July 1, 2015, EFI entered the textile printing marketing with the acquisition of

Italian digital textile company Reggiani Machine. On June 19, 2016, EFI

acquired Optitex, a 3D digital workflow provider.

TABLE OF CONTENTS

Chapter

No. Title Page No

ABSTRACT

LIST OF TABLES

LIST OF FIGURES

(i)

(ii)

(iii)

1 1.1

1.2

1.3

1.4

1.5

1.5.1

1.5.2

1.6

1.6.1

1.6.2

1.6.3

INTRODUCTION General Introduction

Problem Statement

Existing System

Objective of the Work

Proposed System with Methodology

Proposed System

Methodology

Feasibility Study

Technical Feasibility

Financial Feasibility

Operational Feasibility

1

1

2

3

3

4

4

4

6

6

6

2 2.1

REVIEW OF LITERATURE Review Summary

7

7

3 3.1

3.2

SYSTEM CONFIGURATION Hardware requirements

Software requirements

9

4 4.1

4.2

4.3

4.4

4.4.1

4.4.2

4.5

MODULE DESCRIPTION Module 1: Login

Module 2: Home page

Module 3: Report an incident

Module 4: Change request of incidents

4.4.1: Normal Change Request

4.4.2: Emergency Change

Module 5: Knowledge base

10

11

11

14

14

15

16

5 5.1

SYSTEM DESIGN DFD / UML Diagrams

17

17

6 6.1

SYSTEM IMPLEMENTATION Implementation

Pre – Implementation Technique

Post – Implementation Technique

22

22

23

Screen Shots 24

7

7.1

7.2

7.2.1

7.2.2

7.2.3

7.3

7.3.1

7.3.2

7.3.3

7.4

7.5

SYSTEM TESTING Testing and implementation

Testing methodology

Unit testing

Integration Testing

System Testing

Description of Language/ Tools used for testing

Selenium IDE

Selenium Remote control (RC) Architecture

Test Cases

Maintenance

36

36

37

37

37

39

39

40

41

42

43

47

8

8.1

8.2

8.3

RESULTS AND DISCUSSIONS Conclusion

Limitations

Future Enhancements

48

48

49

50 9

9.1

9.2

REFERENCES Text Reference

Web Reference

51

51

52

10

PUBLICATIONS

Conference Presentation & Publications

Journal Publications

53

ABSTRACT

Service Now began its journey with IT Service Management applications providing

Service Catalog Management. Later, other project management applications followed

which helped in managing the entire projects when the magnitude of the incident,

problem or change is more. Today Service Now has apps for both IT Service

Management Processes and IT Enterprise such as HR Management, Security

Management. When it comes to resolving issues that cause disturbance in everyday IT

processes, it wouldn’t be an exaggeration to say that a solve worth just a few minutes

can save loads of time, effort and money. And that is the main reason for businesses to

adopt quality ticketing systems. If we approach Service Now as one of such ticketing

systems, there are a few points we need to cover: how Service Now ticketing tool is

done, what kinds of tickets there are, what else Service Now has to offer, and how it

all works in real life.

LIST OF TABLES

Sl. No. Table No. Title Page

No.

1 7.4.1 Mandatory Fields Test case

43

2 7.4.2 Incident module Test case 44

3

7.4.3 ITIL User module Test case

45

4 7.4.4 Assigned group module Test case 46

LIST OF FIGURES

Sl. No. Figure No. Title Page No.

1 1.1 Agile methodology

5

2 5.1.1 ACTIVITY DIAGRAM 17

3 5.1.2 USE CASE DIAGRAM 18

4

5.1.3 NORMAL CHANGE REQUEST OF

INCIDENT(DFD)

19

5 5.1.4 EMERGENCY CHANGE REQUEST

OF INCIDENT(DFD)

20

6 5.1.5 STANDARD CHANGE REQUEST OF

INCIDENT(DFD)

21

7 6.2.1 LOGIN PAGE 24

8 6.2.2 HOME PAGE 25

9 6.2.3 REPORT AN INCIDENT PAGE 26

10 6.2.4 REPORTED INCIDENT 27

11 6.2.5 CHANGE REQUEST OF INCIDENT 28

12 6.2.6 CHANGE REQUEST MODULE 29

13 6.2.7 CREATE CHANGE ENHANCEMENT 30

14 6.2.8 FILL OUT RISK ASSESSMENT 31

15 6.2.9 SCHEDULING FIELDS 32

16 6.2.10 Executive dashboard 33

17 6.2.11 EXECUTIVE GRAPHICAL

DASHBOARD

34

18 6.2.12 KNOWLEDGE BASE

35

Sl. No. Figure No. Title Page No.

19 6.2.12 KNOWLEDGE BASE

35

20 7.3.1 Selenium Remote control

40

21 7.3.2 WEB DRIVER 41

22 7.3.3 Architecture

42

Upgradation To ServiceNow 1NH15MCA46

Department of Master of Computer Applications, NHCE, Bangalore 2017-2018 1

CHAPTER 1

INTRODUCTION

1.1 General Introduction

Service Now is basically a ticketing tool, which is cloud based IT

management solution. ServiceNow is used to support an end to end transformation of

any IT organization. This tool is intended for extending its services and infrastructure

management. It achieves this by using single cloud based platform. It provides its

service as platform as a service.

Anyhow few customization need to be made in order to use the tool in any

organization. This customization is required to make sure that the tool meets the

organizational requirements.

After the customization, the testing process starts to test the functionalities of the

tool against the requirements. This ensures all the modifications on the tool will match

with the requirements.

Testing the application helps in removing the bugs, before the application goes live.

It ensures the error free application for the users. So that the users will not face any

type difficulties while using the tool.

ServiceNow tool has the following modules

Login

Home

Incident

Request

Change Management

Problem Management



1.2 Problem Statement

The main goal of implementing ServiceNow, ticketing tool is to serve the

organizational needs to help the employee with their issues in a fast and efficient

manner. By providing faster access to employee to raise their issues which they are

facing in their daily work process.

By using ServiceNow any employee can raise the issues which they are going

through and can request for the task need to be done. This saves up the time of the

overall process which has been carried out earlier, using the „JIRA‟ tool.

ServiceNow is implemented to overcome the limitations of „JIRA‟. ServiceNow

is used to solve IT helpdesk operations like service request and issues.

ServiceNow is offered as SaaS (Software as Service) and PaaS (Platform as

service).

It focuses on ITIL based IT service. ServiceNow provides a wide range of features

which extends its services in various departments like

HR Management

IT Service Management

Legal Management

ServiceNow not only provides its offerings in the above mentioned areas, but

also extends its services in other organizations within the enterprise. This tool is

intended for extending its services and infrastructure management. It achieves this by

using single cloud based platform. It provides its service as platform as a service.



1.3 Existing system

In the existing system, JIRA was being used to raise the ticket. JIRA was not able

to Provide ITIL capabilities. In the Existing system keeping track of the issues raised

by the employees in a particular. It is very difficult to set up because of the

complexity in understanding it. JIRA‟s UI is not user friendly. It requires more time to

learn about it and use it effectively. There are few add-on‟s needs to be used which

costs money. Some features are not available for free of cost. Some features in the

core products are only available as paid add-on‟s. It‟s very difficult to troubleshoot

the performance issues and hard to understand the configuration of the model.

Employees were not satisfied with the interface. There was a lack of customizing

options.

1.4 Objective of the Work

Testing is important because software bugs could be expensive or even dangerous.

Testing is carried out to make sure to make the application bug free. The bugs which

occurs in the application can effect the normal outcomes of the application. So testing

the application can ensure that it is running efficiently and it doesn‟t cause any

difficulties when the user is using it. Testing can also evaluates whether the

application meets all the requirements or not. Any slippages that have occurred can

also be detected in testing phase. Testing also checks the actual results matches the

expected results. Testing minimizes the possibilities of the application failure. It also

help to identify missing requirements. Testing can be done by using manual or

automated tools. Execution of software components are involved here.



1.5 Proposed System with methodology:

1.5.1 Proposed system

As mentioned above JIRA has several drawbacks. To overcome the drawbacks

of JIRA, our company is implementing the ServiceNow tool. This tool has many

features which makes the employee comfortable to raise the request/issues.

ServiceNow is the relatively low amount of configuration required to get up and

running in an enterprise. ServiceNow helps to operate faster and be more scalable

than ever before. It is flexible, and also exceedingly powerful in every aspect of its

design. ServiceNow enables the service domains to define services, provide an

intuitive service experience, deliver service, assure service availability and analyze

critical service metrics. ServiceNow is ubiquitous, and it is designed for large

organization.

1.5.2 Methodology: Agile

Agile methodology follows an iteration process for development and as well as for

testing process. In Agile both development and testing are done parallelly. So by this

if any changes are needed to be done to an product which is being developed it can be

easy to implement the changes. Errors in the product can be detected by the tester

earlier when they are using the agile model. It can also be said that agile uses the

incremental model in the software development lifecycle.

Agile methodology is not an structured one that is it is not properly

structured. For each iteration of the development they will be a testing phase in this

methodology. So each time the new enhancements are added it will fall under the

regression testing. And user acceptance testing is carried out at the end of each

iteration.



Figure 1.1: Agile methodology

The diagram above illustrates the complete process of the agile methodology and also

the different phases its goes through. As it is discussed before by using the agile

methodology the changes that are needed to made for an application in between the

development process will be easier when compared all other software development

life cycle models. In this diagram it is clearly shown how the development process

takes place in an iteration way and also we can see how the software is implemented

after the completion of the each iteration.



1.6 Feasibility Study

This study is made to check if the project is feasible and what all things we need to

consider to make the project possible. The enhancement that we wanted to implement

in this working product of ours needed a very careful handling. We needed to add a

complete new feature without disturbing any existing features of our product.

Our planned and organized work and services helped us a lot to complete this project

and fix any issue that arose on the way.

1.6.1 Technical Feasibility

Technically feasible project refers to the hardware and software and other resources to

be available and utilized properly. These resources need to be updated and be

available when ever needed. This project is being developed using ServiceNow tool

which is cloud technology and system does not require big team to develop.

1.6.2 Financial Feasibility

Economically feasible project refers that the project is easily developed within the

specified budget for it. It should be productive and should be able to collect enough

revenue to make the development profitable. The resources that were used were

utilized efficiently to avoid useless expense to the project. As the system is on cloud,

so that the cost will be less, as we already know cloud is pay per use technology.

1.6.3 Operational Feasibility

The project also needs to be feasible in operation. The users who would be working

on it should be able to operate it without any confusions. As there was an existing

system already to replace that system we are testing the customized features that has

been added to the system.



CHAPTER 2

REVIEW OF LITERATURE

2.1 Review Summary

There are a few articles on ServiceNow. Because every company have their

own requirements and customization is done according to that.

Change is a vital piece of keeping up a homeostatic business. Homeostasis

ought not be understood as absence of development, for it must be kept up by

response to change (e.g. change in the commercial center), and those responses ought

to be profitable. Looking after homeostasis, or a "pattern" for an organization,

requires that organization to respond to each change with a progression of adjustments

equivalent and inverse to those that prompted the change [22]. In the event that

change is performed well through appropriate channels and procedures, in a perfect

world, a level of dynamic solidness can be come to and a characteristic condition of

pacing will happen with times of vast and little change happening at sensible interims.

This enables the association to have times of "rest" in which to end up plainly

acclimated to the more critical times of progress while as yet making little yet

important modifications. Observing and overseeing changes that happen in a business'

IT framework is important to keep up natural honesty and secure imperative

enlightening resources, and additionally consent to government controls. Change

administration is extensively characterized as an arrangement of procedures set up to

guarantee the deliberate, methodical, and controlled execution of huge changes

[29].An issue or opportunity is assessed, and conceivable arrangements are talked

about and also the methods required to execute them. Through a hierarchy of

leadership, these progressions are made ought to those included concur that the final

product legitimizes the methods required to play out the essential activities.

A "change" can be anything from including or erasing a client from a system to



rebuilding bunch arrangement, and a great deal more. The immense distinction of

association sort and organization objectives will characterize what changes are

sufficiently huge to be gone through this prepare. Changes to client rights, changes to

information get to, and changes to resources constitute critical changes[17]. Since this

application is already working and active, we had a huge help in understanding the

application and its functionality. We got a huge help by our seniors to understand the

workflow of the application. They explained the details of the application and the

tools and skills.[30]

we needed to test the enhancement features. It was a challenge to

understand this huge application and complete functionality. Since it is ticketing tool,

we needed to understand the organization work flow too. We needed to understand

the complete workflow of a organization and how and where our application helps

them in a organization. We have learnt the real time help that our application provided

to the employees of the organization during their day to day work. We understood the

need of this enhancement that we had to add to the application and how it would help

the employees while raising the tickets.

We understood gradually how our enhancement would help the employees to raise

the ticket regarding the particular issues more efficiently. And how this would help

the admin to resolve the issues and get back to the employee who raised it. We needed

both knowledge equally to complete this project. The knowledge about the

organizational workflow and the technical knowledge to complete the given task.



CHAPTER 3

SYSTEM CONFIGURATION

3.1 Hardware Requirements

• Processor-Any processor after Pentium III.

• RAM-512 MB.

• Storage-40GB

• Keyword-105 standard

3.2 Software Requirements

• Operating System: Win 7/8/9/10 MAC

• Web browser: Google Chrome, Mozilla, Safari, Opera

• Tools used: ServiceNow,

• Tools used for testing: Selenium with java

• Tools used: Eclipse



CHAPTER 4

MODULE DESCRIPTION

4.1 Module 1: Login

The very first module in the ServiceNow is the login page where any user should

enter their valid credentials like username or user-Id and password to enter the

application. Here different user/employee have different roles enabled like few

employees have enabled as just an normal user and few employees are assigned with

the admin privileges so by entering the valid credentials one can enter the application

as an normal user, as an admin, and also an ITIL user.

The operation which can be performed by the Admin are meant to be

performed the admin itself and those operation cannot be performed by the normal

user. And the employees with the privileges to look and solve any of the incident

which has been raised by the employees are the one who will solve any incident

which has been raised.

So in order keep track of the user logins and to open the application for any employee

with the assigned privileges the login module is the most important thing.

The different types of user of the application are as follows:

1.Normal user

2.Admin

3.ITIL user



4.2 Module 2: Home page

After the login is done it directs the user to home page of the application. In

homepage user will able to see all the available features of the application. The

homepage will contain the search bar, report an incident, place an order, Access the

knowledge base and all other option. In addition to this option it will also contain the

following options on the top those are as follows:

1.My incidents

2.My request

3.Dashboard

4.Quicklinks

In this my incidents and my request will change for every individual user. It

represents the incidents and request which are raised by that particular user/employee.

4.3 Module 3: Report an incident

Employee will be navigated to the report an incident page when he login into the

application and click on the report an incident button in the homepage. Report an

incident is a module where an employee raise an incident/issue which he/she is facing

that is like some technical error occurred in the system or in the system environment.

An employee can raise an issue by filling all the mandatory fields in the report

an incident page and by clicking the submit button. Employee needs can also fill all

the other fields which are present in the page so that the problem can be better

understood by the people who are responsible for solving that issues.

All the fields which are marked with „*‟ symbol are mandatory fields in the page

without filling all or any one of the mandatory fields user will not be able to submit

the issue.



The fields which are present in this module are as follows:

1.Short description

2.Requester

3.Service category

4.Business service

5.Impact

6.Urgency

7.Description

8.Watch list

In addition to that we also have Add attachments option and an submit button.

The mandatory fields here in this module are as follows:

1.Short description

2.Business service

Apart from the above mentioned fields the other option we have in this module is Add

attachment and submit button. If any attachments are available which is related to the

incident then the attachments can be added by using the add attachment option. After

filling all the details the employee can report an incident by using the submit button.

Once when the issue is raised the „incident number‟ is created for that particular

incident.

The following explains the what is each field is meant for:

1.Short description: Here the employee can write a very brief description about the

incident which he/she is going to report. This gives a very basic idea of the actual

issue.

2.Requester: This field is auto-filled with the employee name who is logged in with

his/her credentials. But the requester field can be edit with any valid employee name.



Requester field provides a suggestion list of all the employees when you try to edit

that field and one can select any employee name by clicking on any particular

employee name. This field is important to know or keep track of the details like who

raised an incident.

3.Service category: In service category there will many option present from which

employee can select the service area. The example for the service category can be

given as „IT‟, „HR‟ and many other as well.

4.Business service: It is an mandatory field. Some of the business service present here

are like Application license, Application development, Application infrastructure,

desktop apps, Data ware house, Finance. This business service may vary from

company to company.

5.Impact: In this field there are three options like high, medium, low so this state the

impact of the issue on the work process and in which level it affect the ongoing work

in any department or business unit and may be an individual work of that particular

employee.

6.Urgency: In this field also there will be three options like high, medium, low which

state the action that should be taken immediately or can solved as per the standard

time which will be allotted to solve an issue that is reported.

7.Description: Description field is different from the short description. Here an

employee can write all the details regarding the incident or issue that he/she is

reporting. Employee can write according is knowledge not just brief but in an detailed

manner.

8.Watch list: In this field employee can add the other employees for whom the

reported incident should be visible apart from the assigned ITIL user.



9.Add attachments: Here employee can add any file attachments which can help

understand the issue in a better way. The attachments like images, word/excel file,

PPT presentations, screenshots, video or any other attachments which are valid.

4.4 Module 4: Change request of incidents

Change request on the incidents that are reported is done by the ITIL user. When a

new incident is created it should be closed after solving the issue. And this is done by

the person who is responsible for the handling that issue. The newly created incidents

are assigned to a particular person based on the assignment group. The change request

on the incident can be done by the assignee who is assigned with that particular

incident. The change request can be created in three ways and those are as follows.

1.Normal change

2.Standard change

3.Emergency change.

4.4.1 Normal Change Request

This type of request process will start when user selects normal change in‟ change

type‟ category. When User Clicks on Submit button the request number will be

created and displayed at the left top corner of the form. Requester can attach the

documents, he may know the activity stream, and also he can tag somebody who is

concerned with this.

When user is requested for new normal change, the state of the request will be in

„New‟ and employee needs to fill all the mandatory fields. Some mandatory fields are

auto filled. There will be „Fill out Risk Assessment‟ which consists of some quarries

and answers. User need to fill that assessment. After filling and submitting, user can

calculate the risk. Once the employee fills all the mandatory fields and click on save,

the request state will move to „Asses‟. Here in this state user needs to fill planning



field which appears as mandatory. After filling the field and saving the document,

employee needs to click on Request approval. Request will be sent to the person

whom we mentioned in „Assigned to field‟. If respective assignee approves the

request, the state will be moved to the „Authorize‟ state. When Employee saves the

information, state will be moved to „Scheduled‟. User need to click on implement in

this state and the request state will be moved to „Implement‟. In Implement state user

need to click on CTASK and need to fill mandatory fields in CTASK. When user

saves that, the request state will be moved to the „Review‟ state. In review state, User

need to review the changes and Close the request. At last request state will be

„Closed‟ state.

If the user wants to cancel the request, he can cancel it before sending to the

approval. When the user cancels the request, it will be moved to „Cancel‟ state.

4.4.2 Emergency Change

This type of request process will start when user selects emergency change

in „change type‟ category. And user should fill the information in the way as same as

normal change.

This process will be carried out same as normal change. But „Fill Out Risk

Assessment will be missing in this process. And the process is same as normal change

till sending the request for approval. After the approval, state is directly move to the

„Scheduled‟ from „Asses‟. „Authorize‟ state will be skipped. Then the process takes

place same as normal change.

When a change request is created it will be in the „new‟ state and before closing

the incident it has to go through different phases. Those different phases are as

follows.

1.New

2.Assess

3.Authorize

4.scheduled



5.Implement

6.Review

And finally, the incident will be closed and also before closing an incident at any of

the phase mentioned above the ITIL user who is assigned with that incident can

cancel the incident. The incident will be in a canceled state after that. For canceling an

incident the ITIL user as to mention the reason for cancelling the incident.

4.5 Module 5: Knowledge base

Knowledge base module is very helpful in this application. Knowledge base consists

of many articles related to various business services present in the company,

particular „tools‟ that are used in the company. And also the articles in this module is

categorized as per the different sectors where that particular service or tool belongs to

When any employee wants to report an incident on any particular issue which he/she

is facing before that they can check for the articles in the knowledge base so that they

can get an idea of the issue which they are facing. This knowledge base articles are

useful for employees to understand the things in a better way. And also the articles in

this are categorized as follows.

1. Business Intelligence & Reporting

2. Corporate Enterprise Applications

3. Desktop

4. Productivity & Collaboration

5. Network & Connectivity

6. Service & HR Applications

7. Business Intelligence & Reporting

8. Email & Calendar

9. Policies

10. Security

https://efisnqa.service-now.com/efi_ess?id=kb_category&kb_category=8584368adb2043002989341f9d9619db

https://efisnqa.service-now.com/efi_ess?id=kb_category&kb_category=30a78e11db6836009d8e572e5e961909

https://efisnqa.service-now.com/efi_ess?id=kb_category&kb_category=3346fe8adb2043002989341f9d9619a5

https://efisnqa.service-now.com/efi_ess?id=kb_category&kb_category=33c6320edb2043002989341f9d961926

https://efisnqa.service-now.com/efi_ess?id=kb_category&kb_category=46b6760edb2043002989341f9d961964

https://efisnqa.service-now.com/efi_ess?id=kb_category&kb_category=4ef63a0edb2043002989341f9d9619fa

https://efisnqa.service-now.com/efi_ess?id=kb_category&kb_category=8584368adb2043002989341f9d9619db

https://efisnqa.service-now.com/efi_ess?id=kb_category&kb_category=8676b20edb2043002989341f9d961937

https://efisnqa.service-now.com/efi_ess?id=kb_category&kb_category=ac862cfddbf2364020e030cf9d9619a1

https://efisnqa.service-now.com/efi_ess?id=kb_category&kb_category=b1e6760edb2043002989341f9d961967



11. Sales & Marketing Applications

CHAPTER 5

SYSTEM DESIGN

5.1 DFD/UML DIAGRAM

Employee Login:

Figure 5.1.1 ACTIVITY DIAGRAM

This diagram shows the how the login activities takes place and how the flow will

continue after the user/employee logs in. Once when the employee logs in to the

application he/she has many other options. And the further flow continues as the

employee selects the different options available in it.

LOGIN

Report an

incident

HOME PAGE

Place an

order

Access

knowledge

base

Submit

request

Logout

https://efisnqa.service-now.com/efi_ess?id=kb_category&kb_category=b7ac2fe1dbf0c300b91b38ff9d961931



USE CASE DIAGRAM:

Figure 5.1.2 USE CASE DIAGRAM

Use case diagram shows how the different users have different access to the

application. And also represents the work done by those users.

Report an

incident

Place an Order

Knowledge

base

Submit

request

Employee

Change

request of

incident

Create

enhancement

request

Problem

Management

ITIL user



FIGURE 5.1.3 NORMAL CHANGE REQUEST OF INCIDENT(DFD)

The above diagram explains the data flow of the normal change request of the

incident with various phases it goes through and how it will go through when each

action is performed.



FIGURE 5.1.4 EMERGENCY CHANGE REQUEST OF INCIDENT(DFD)

The above diagram explains the data flow of the Emergency change request of the





FIGURE 5.1.5 STANDARD CHANGE REQUEST OF INCIDENT(DFD)

The above diagram explains the data flow of the standard change request of the





CHAPTER 6

SYSTEM IMPLEMENTATION

6.1 Implementation

System implementation is the validation of the system that checks the

implementations of the project. It checks if the implementation is practical and would

be implemented to the system easily without any complications. This phase checks if

any complications are there in the implementation of the project. The economic,

technical or any other hurdle in implementing it is solved in this phase

6.1.2 Pre-Implementation

At the time of implementation all the related data has to be collected with the help of

the integration and should be processed with respect to the inputs provided by the

users in different prospective. The first step of this project was requirements.

The main aim was to customize the ServiceNow application as per the requirements

of the organization. Gathering requirements involves collecting view of how the

customization should be done. After gathering the requirements, next comes the

planning phase where the complete outline was drawn to describe how the

customization should be processed. This involves the drag and drop of the required

fields in their respective modules and followed by the code modification that has to be

done for those fields.



6.1.3 Post-Implementation

This is the phase where we validated the project implementation. This phase is

mainly dedicated to check if the project can be implemented in the working system.

The validation check is the check that revolves around the validity of the project in

the current working system.

The process of finally implementing it in the released application is the last phase

in a project. It involves all the possible steps needed in implementing the project. We

just updated our original application with this enhancement and released it as a new

updated service pack. The service pack after all the testing and validations, is finally

transferred to the employees for their use.



6.2 SCREEN SHOTS

6.2.1 LOGIN

Figure 6.2.1 LOGIN

The above screenshot is of the login page of the application. Login page is the first

and most important module of the application because for this application there are

different user like normal user that is an employee of the organization and ITIL user.

So through login page one can enter the application as an normal user and ITIL user

by entering the credentials which are given to them. And login page will also acts as

the security check for the application. Because the unauthorized access will be denied

in the very first module.



6.2.2 HOME PAGE

Figure 6.2.2 HOME PAGE

The above screenshot is of the home page of the application. Employee is navigated

to this page. When he /she is logged-in into the application and clicks on the portal

option. Home page is an main module of an application because its displays all the

available options to the user/employee and later the employee is navigated to the

modules of their interest, when they select an particular option.



6.2.3 REPORT AN INCIDENT PAGE:

Figure 6.2.3 REPORT AN INCIDENT PAGE

The above screenshot is of the report an incident page of the application. In this

module an employee of the organization can report an incident that is the technical

issues which is being with the system or application or software. The employee as to

fill all the required fields which are displayed in the above screenshot.



6.2.4 REPORTED INCIDENT

Figure 6.2.4 REPORTED INCIDENT

The above screenshot is of the reported incident view from the ITIL user of the

application. All the reported incident can be seen by the ITIL user, so this screenshot

represents the view from the ITIL user side of all the incidents which have been

reported.



6.2.5 CHANGE REQUEST OF INCIDENT

Figure 6.2.5 CHANGE REQUEST OF INCIDENT

The above screenshot is of the change request of incident option. This screenshot

explains how to create the change request of incident in the application. As it can be

seen in the above screenshot it displays the all the option which are available. The

main option which we focussed are the create normal change, create Emergency

change and create standard change options.



6.2.6 CHANGE REQUEST MODULE

Figure 6.2.6 CHANGE REQUEST MODULE

The above screenshot is of the change request of incident module and it explains

how the change request of an incident can be created and also explains the fields

which are to be filled in order to create an change request and move further to all

other phases in order to close the incident.



6.2.7 CREATE CHANGE ENHANCEMENT

Figure 6.2.7 CREATE CHANGE ENHANCEMENT

This screen shot displays how the create change enhancement can be created on a

incident. The all the required fields in the form should be filled which appears on the

page and we should click on „ok‟ to confirm the create change enhancement and can

click on cancel if the enhancement is not needed.



6.2.8 FILL OUT RISK ASSESSMENT

Figure 6.2.8 FILL OUT RISK ASSESSMENT

This screenshot explains the options that have to be selected and submitted in

order to proceed further in the change request process of closing an incident.



6.2.9 SCHEDULING FIELDS

Figure 6.2.9 SCHEDULING FIELDS

This screenshot displays the mandatory fields in the scheduling options. There are two

mandatory fields which are planned start date and planned end date. Scheduling is an

important thing in the change request of an incident.



6.2.10 Executive dashboard

Figure 6.2.10 Executive dashboard

This screenshot represents the executive dashboard which displays all the details of

the incidents, open incidents, requests, and all other details of the status of all the

reported incidents, requests and all other things.



6.2.11 EXECUTIVE GRAPHICAL DASHBOARD

Figure 6.2.11 EXECUTIVE GRAPHICAL DASHBOARD

This screenshot is the graphical representation of the on-going process on all the

incidents, request and their present status.



6.2.12 KNOWLEDGE BASE

Figure 6.2.12 KNOWLEDGE BASE

This screenshot is an sample of the knowledge base module and represents how does

this module look like. There will be many articles which is related to different

business service, applications, tools.



CHAPTER 7

SYSTEM TESTING:

System testing is one of the most important stage in developing a software. System

testing is the final stage in a development lifecycle of a software. It tests the whole

system after a development is done. For an enhancement performed in any existing

system, there are various tests that needs to be performed. They are:

Functional testing

Regression testing

Exploratory testing.

7.1 TESTING AND IMPLEMENTATION:

Before these system level testing is performed, the most basic and important Unit

testing is being done. Testing is one of the most important stage during the

development cycle of a software.

The testing phase is further divided into various levels.

Unit testing level

Integration testing level

System testing level

Testing is implemented as early as possible in agile development process. Testers

work together with the developers to create test cases and test steps as early as

possible. This helps in completion of development cycle to be completed at an early

stage.



7.2 TESTING METHODOLOGY

Testing methodology explains the process of testing that was used in the project. It

explains the method of using various testing techniques in the project.

7.2.1 Unit testing level

It the most basic level and most detailed testing. It consists of code level testing. The

code is tested thoroughly at this basic level to find any possible error in the code. This

type of testing is also referred as “White Box Testing”. Since these testing cares about

the internal coding and all the internal working are visible for testing, thus referred as

white box testing. These testing are mostly done by the developers itself. The

developers are the one who wrote these codes making them the best person to test it.

This testing needs a tester to be technically skilled. Then only they can test these

properly.

7.2.2 Integration Testing

The next level of testing is the integration testing. This testing refers to the combined

testing of various modules developed by different individuals. This testing mainly

concentrates on the compatibility of the various modules. It tests whether the different

modules are compatible to each other and can work together as a single unit.

7.2.3 System Testing

This is the last stage of testing but takes most of the time in the testing phase. This

testing is done by experienced testers and is tested thoroughly before handing it over

to the clients. This testing is also referred to as “Black box Testing”. This is because

the testing does not bother about the internal coding of the system. It is only

concerned about the functionality of the system.



Functionality testing: it concentrates only on the functionality or the

enhancement. It tests only the added feature of the system ignoring all other

features of the system.

Regression testing: it is the type of testing that concentrates on and areas

around the enhancement. This testing tests the new functionality as well as the

impacted area of the new function. This testing mainly concerns with the

impact made by the new added feature of the system. It checks whether the

impacted area of the project is working properly or not. If the impacted area

working as earlier or not.

Exploratory testing: once all the above testing is completed, exploratory testing

is done. it is the last test that needs to be done for a project. This testing

concentrates on testing the whole system again and finding any issues or errors

in the system. This testing need a high level of testing skills and high level

knowledge on the product and client‟s requirements.

Earlier we used to do these testing manually, but nowadays to speed up the

testing process various automation testing tools have been introduced. These

testing tools need more of a technical skill to operate.

For our system testing, we have used Selenium with java as an automation

tool.



7.3 Description of Language/ Tools used for testing:

Selenium with java for Automation testing

Selenium is a open source software testing framework for web application.

Selenium provides a record and playback tool for authoring testing (Selenium IDE). It

also Provides a test-domain language to write the tests in a various popular

programing language.

It includes C#, python, java, Perl, PHP, Ruby and few other language . The test can

done against the web browsers. It deploys on Windows, Linux and OS X platforms.

Selenium Has Four components:

1.Selenium IDE

2.Selenium RC (Remote Control)

3.Web driver

4.Selenium Grid

Selenium suite

Selenium IDE Selenium RC Web driver Selenium Grid

Merged

Selenium2

7.3.1 Selenium IDE:

It is a Simplest tool in selenium suite. Selenium IDE is a Firefox add-on that

creates tests quickly through its record and playback functionality. Selenium IDE is

only be used as a prototyping tool, but not as an overall solution for developing and

maintaining complex test suites.



Selenium IDE supports auto complete mode, for following purpose

It helps the tester to enter commands quickly.

It restricts the user from entering invalid commands

7.3.2 Selenium Remote control (RC):

It is a testing tool which allows you to write the automated web application.

Selenium RC comes in two parts.

1. A server which automatically launches and kills browsers, and acts as a

HTTP proxy for web requests from them.

2. Client libraries for your favorite computer language.

Figure 7.3.1 Selenium Remote control



Web Driver:

Figure 7.3.2 WEB DRIVER

Web Driver is a web automation framework that allows to execute the test against

various kinds of browsers. It is a tool for automating web application testing, and in

particular to verify that they work as expected. It is aimed to provide a friendly API,

so that the tester can explore the application easily and also it is easy to understand



Following programming languages are supported by Web Driver:

Java

.Net

PHP

Python

Perl

Ruby

7.3.3 Architecture :

Figure 7.3.3 Architecture

The diagram explains the architecture and the work flow of the Selenium tool. By

using the selenium commands the test execution starts by picking any one of the

browsers. Python, java, .net any of such kind of language is used with selenium to

automate.



7.4 Test Cases:

Table 7.4.1 Mandatory Fields

Test case ID Test case Description Test steps

Expected

results

Snow_Incident_001

Verifying mandatory

fields in the incident

creation page On page load

Short

description,

Requester,

Business

service, Impact

and urgency are

the mandatory

fields

Snow_Incident_002

Verifying error

message for not filling

mandatory fields

With out filling any

one or any

combination of the

following fields

click on submit

Short description,

Requester,

Business service,

Impact and urgency

are the mandatory

fields

Error message

should be

thrown for the

non filled fields

Snow_Incident_003

Verifying the incident

creation

1. Enter short

description

User allowed

enter a valid

value

2. Enter Business

service

User allowed

enter a valid

value



Table 7.4.2 Incident module

Snow_Incident_004 Verifying the open incident widget

On Home page load after incident creation

The incident number and short decription should be listed in the open incidents untill the incident goes to resolved state

Snow_Incident_005

Verifying the watched incident option from the "My Incident" menu option

Create an incident and add user x as a watcher in the list

If user x is a valid user, they can be added as a watcher to the incident

Log in to the application as a user x

user x can be log in to the application

On home page click on my incidents menu option and click on watcher list

All the incidents added as a watcher list should be listed

Snow_Incident_006

Verify open incident menu option in the "My Incident" page

Click on "Open Incident" menu option

All the open incident should be listed

Snow_Incident_007

Verify resolved

incident menu option in

the "My Incident" page

Click on "Resolved Incident" menu option

All the resolved incident should be listed



Table 7.4.3 ITIL User module

Snow_Incident_008

Verifying the fields in the incident creation page from the native view for ITIL user -Service category On page load

It should be default value "IT"

Snow_Incident_009

Verifying the fields in the incident creation page from the native view for ITIL user -Business service On page load

It should be a dynamic drop down, by seraching the value user can get any value from the suggestion

Snow_Incident_010

Verifying the fields in the incident creation page from the native view for ITIL user -category On page load

This should be a list, on click on this field user can search or select from the list

Snow_Incident_011

Verifying the fields in the incident creation page from the native view for ITIL user -Watch list On page load

User can add any EFI user as watcher to the application.

Snow_Incident_012

Verifying the fields in the incident creation page from the native view for ITIL user - State On page load

It should be a drop down field and by default it should be new user can select any value from the dropdown



Table 7.4.4 Assigned group module

Snow_Incident_013

Verifying the fields in the incident creation page from the native view for ITIL user - Urgency On page load

It should be a drop down and the options should be 1. High 2. Medium 3. Low

Snow_Incident_014

Verifying the fields in the incident creation page from the native view for ITIL user - Priority On page load

Priority should be read only and its value should be changed based on impact and urgency

Snow_Incident_015

Verifying the fields in the incident creation page from the native view for ITIL user - Assigned to On page load

User can search and select the user according to the assigned group selected

Snow_Incident_016

Verifying the fields in the incident creation page from the native view for ITIL user - Assigned group On page load

User can search and select the user groups

Snow_Incident_017

Verifying the fields in the incident creation page from the native view for ITIL user - Description On page load

It should be text field and the system should accept any values given



7.5 MAINTENANCE

Maintenance is phase where the software which is implemented is maintained for its

efficient working. software Maintenance is should be done for managerial and for

technical as well.

In technical maintenance of the application, the person with the complete knowledge

of the application that assist the users if they are facing any issues to use the

application.

Proper planning should have been made for maintenance as it is the most important

phase in the software lifecycle. Maintenance comes into picture in the following

scenarios.

1.When New releases for the application are planned

2.When bugs are raised for the testing team

3.When some new features or functionalities to be added to the existing application

Adaptive maintenance: In adaptive maintenance few modifications are done to

the software so that the existing software can easily match or can fit into the

working environment.

Perfective maintenance: If any functional enhancements are to be done for the

software then that is done to meet the user requirements.

Corrective maintenance: Fixing of any bugs or defects in the software which

may cause the software to not to work in an normal or expected way.

Preventive maintenance: Preventive maintenance is done so that problems that

can be occur in the future can be avoided.



CHAPTER 8

RESULTS AND DISCUSSIONS

8.1 Conclusion

The venture entitled "ServiceNow" has effectively been planned, created, tried.

The given targets are met with fulfillment. It has been an extraordinary joy for me to

chip away at building up an energizing and testing item. This item demonstrated

bravo as it gave down to earth learning of how to test an item by utilizing distinctive

advancements and device Java with selenium.

ServiceNow device has been created to diminish the worry of the workers. It is a

cloud based application for which the required customization is finished. This will

give better openings and direction in future in creating application autonomously.

This application is recognized by the benefits of the framework offered to the client.

For the most part it decreases the time and enhances the productivity.

This project can be finish up by undertaking and expressing that this improvement

will be extremely valuable for the administration work area and additionally

representatives of the organization. It encourages the representatives to report an

episodes or demand in regards to their issues. This application encourages workers to

get their issues unraveled as quickly as time permits.

And have endeavored to give a superior office to the representatives of the

organization which would help them in getting settled their issues speedier.



8.2 Limitations

•Although the upgrade was intended to diminish the endeavors of the ITIL clients, It

is not able totally evacuate a few weaknesses of our venture.

•The greatest confinement for our item is the good issue with old web programs.

•Our application does not completely perfect with web pioneer which is a deficiency

that are taking a shot at it right now.

•Since a considerable lot of our representatives does not utilize web pilgrim, It is not

confronted any huge issue on account of it from our worker side.



8.3 Future Enhancement

• Have kept a rundown of improvements that we are anticipating contemplating

soon in future.

•First and first, improvement that have just begun taking a shot at is the

similarity issue.

•And working as of now on it and changing over the item codes to make it

good with the all the web programs.

•The next improvements that is concentrated on work not long after are to give

the entrance of the application in all sort of stages

•And have made arrangements for adding a push notice to every one of the

workers who raised an issue or who asked for the change through messages

and messages

•In future, It might likewise want to see our application as a versatile

application.

• our representative to become acquainted with the work procedure of their

demand or episode which they have raised. So, we need to improve the

information base module, with the goal that the work process will be known by

every one of the representatives.



CHAPTER 9

REFERENCES

9.1 TEXT REFERENCE

[1] A Practitioner‟s Guide to Software Test Design, Lee Copeland, 2003

[2] The Art of Software Testing, 2nd edition, Glenford Myers, et. el., 2004

[3] Software Testing Techniques (2nd Edition, Boris Bezier)

[4] Testing Object-oriented Systems: Models, Patterns, and Tools (Robert V. Binder)

[5] Lessons Learned in Software Testing: A Context-Driven Approach

[6] How to Break Software: A Practical Guide to Testing (James Whittaker)

[7] Software testing (Ron Patton)

[8] The Art of Software Testing (2nd Edition, Glenford Myers)

[9] Beautiful Testing: Leading Professional Reveal How They Improve Software.

[10] Head First Java, 2nd Edition

[11] Thinking in Java (4th Edition)

[12] Introduction to Java by Sedgewick

[13] Core Java Volume I--Fundamentals (9th Edition) (Core Series): Cay S

[14] Java How To Program (late objects) by Paul Deitel, Harvey Deitel

[15] Effective Java (2nd Edition): Joshua Bloch

http://www.amazon.com/gp/product/158053791X/ref=pd_sxp_elt_l1/102-6179150-6556164?n=283155

http://www.amazon.com/gp/product/0471469122/ref=pd_sim_b_1/102-6179150-6556164?_encoding=UTF8&v=glance&n=283155



9.2WEB REFERENCE

[16] http://toolsqa.com/selenium-tutorial/

[17] http://www.fujitsu.com/global/services/application-services/saas/servicenow/

[18] https://www.udemy.com/selenium-automation-with-java/

[19] https://www.airpair.com/selenium/posts/selenium-tutorial-with-java

[20] http://artoftesting.com/selenium-tutorial.html

[21] http://seleniummaster.com/sitecontent/index.php/selenium-web-driver-

[22] https://www.scnsoft.com/blog/servicenow-ticketing-and-beyond

[23] http://www.seleniumeasy.com/selenium-webdriver-tutorials

[24] https://www.swtestacademy.com/selenium-tutorial-java-junit/

[25] https://www.guru99.com/manual-testing.html

[26] https://fruitionpartners.eu/blog/2016/10/12/5-must-read-books-successful-

servicenow-projects/

[27] https://www.amazon.com/Mastering-ServiceNow-Administration-Martin-

Wood/dp/1782174214

[28] https://en.wikipedia.org/wiki/ServiceNow

[29] https://www.servicenow.com/products/it-service-management.html

[30] https://www.servicenow.com/enterprise/it/modernize.html

https://fruitionpartners.eu/blog/2016/10/12/5-must-read-books-successful-

https://www.amazon.com/Mastering-ServiceNow-Administration-Martin-



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