[Music] in order to subscribe to my channel please click here or click here please share comment and like my videos and channel hello guys welcome to SAS word service now this is ServiceNow system administrator training this training has been recorded in Orlando version of ServiceNow course journey let me start with course journey the topics of this training are introduction of the course platform overview and architecture user interface and branding lists and filters forms task management notifications knowledge management service catalog tables and fields access control lists data import CMDB integration events update sets platform stats scripting in ServiceNow custom application development and last we will recap the whole training with all the topics we are learning introduction of the course about this course this course is about ServiceNow admin training and ServiceNow fundamentals this is a starting point of ServiceNow journey this training will help you to prepare for ServiceNow admin exam and interviews after this course once you will complete the training you will have knowledge of ServiceNow platform features you will be able to perform configuration and customization in ServiceNow platform you will be able to get yourself ready ServiceNow admin certification exam you will be able to understand platform architecture you will be able to begin your ServiceNow journey and grow your career in ServiceNow platform overview and architecture ServiceNow platform ServiceNow is an American company which has a product called ServiceNow platform this company provides an application platform as a service which is called a pass it is a cloud-based computing model which provides the infrastructure needed to develop run and manage applications ServiceNow platform is not limited to any business functions of any organization and can be utilized in different areas of an organization like IT HR finance security organizations can utilize ServiceNow to automate manual repeatable processes and standardize their service delivery service now was known to be a ticketing tool however now it is an automation platform in which you can automate different business processes ServiceNow architecture ServiceNow platform is an application platform as a service that means it is a single platform to automate business processes across the enterprise by providing the infrastructure needed to develop and manage applications it is a single data model which is built on a flexible table schema and delivers a common set of score capabilities and reusable components ServiceNow platform has a multi instance architecture rather than multi-tenant architecture was used by other cloud companies and multi-tenant your data is commingled with other customers on data bases these large and complex databases that require hardware and software maintenance on a regular basis which can lead to availability issues for customers if cloud companies have to take any action that affects this multi-tenant database and affects all other customers whose data is residing on that database infrastructure ServiceNow cloud is built on an advanced architecture called multi instance in this architecture your organization's data applications and customizations reside in a unique software stack called an instance your organization may have more than one instance each instance is isolated from every other instance but they can still communicate with each other ServiceNow provides high advanced availability data centers in any situation there is an operational failure or outage your instance traffic can be quickly rerouted to redundant servers to provide continuous availability ServiceNow provides for weekly full backups of your data with six date of days of different daily backups this is multi-tenant architecture in which all three companies have shared app infra of the service provider and this is multi instance architecture which is provided by ServiceNow in which every organization has their own instance whose maintenance will be different from others back up it is very important to know how ServiceNow makes sure that they are taking the right backup of your instances as I mentioned earlier ServiceNow provides for weekly full backup of your data and six days of daily differential backups we need backup as it might happen that you can break something in your instance and ServiceNow can restore everything back in your instance with the help of backup this backup is also used in cloning activity as lower instances are copied from production instances you can see on the screen we have main instance and you have backup instance security service now can also be integrated with single sign-on services that are compliant with sam'l 2.0 is standard you can further secure your applications and fields using role based access which we will learn later platform interface ways of interacting with ServiceNow ServiceNow provides three ways to interact with the platform user interface which is also called as native UI ServiceNow mobile apps which are mobile applications to access service now platform and its features from mobile and last is service portal which is a kind of advanced UI for ServiceNow platform all of these interfaces acts as the same single system of record and common data model of the ServiceNow platform example you have one instance one ServiceNow instance now all these interfaces can access the same instance with the same data native UI this is the native UI of ServiceNow native UI is the main way to interact with the applications and information in ServiceNow instance ServiceNow platform user interface features include real-time form updates user presence enhanced activity streams and an application navigator designed with tabs for favorites and history this is my ServiceNow personal developer instance I have got this instance from ServiceNow free as they provide demo instances for admins and developers to practice practically in service now and this is the native UI supported browsers ServiceNow supports most of the major browsers like chrome Microsoft edge Firefox and Apple Safari if I can talk about my personal experience then Chrome and Safari are the best mobile apps ServiceNow offers three different mobile applications ServiceNow agent now mobile and ServiceNow onboarding ServiceNow administrators can configure these applications as for the business requirement these applications help employees and users working in ServiceNow to work more efficiently and productively on the go ServiceNow agent app is developed for agents working in service now as a full Philip so that they can access the requests raised by different users and respond to them quickly now mobile targets employees and users who request different services in ServiceNow ServiceNow onboarding app is developed for managing new hires it helps to facilitate the tasks required to be done before employees start in the organization users can download these applications from the app store of iOS and Android service portal service portal provides a user-friendly self-service experience it is an advanced UI of ServiceNow platform which provides access to specific features by using different widgets which can be customized and developed by ServiceNow developers users can search knowledge articles request for any service and much more on service portal you can open ServiceNow poedel by adding SP in the URL soafter domain name of service now if you add SP slash SP press enter you will be able to see service portal which is an advanced UI now here users can search anything like Outlook so they can search for any information they are looking for they can also access the catalog that means they can request something directly from service portal they can see their own request if they have raised some incidents or requests in ServiceNow platform they can see them you can also go to home from here so here you can click and request for any service you can search for knowledge base you can get some help and you can just go for the community these are the different links which users can access now these features now these options are available as per the access given to the user and you can see we have lot of other options on the top so this is service portal interface supported authentication service now can support different types of user authentication first is local database in which user and password it's saved in ServiceNow instance in the related user racket and user needs to put username and the password on welcome screen which I just showed you earlier the next supported authentication is single sign-on in which the user is authenticated with details provided by identity provider for example you have okhta which is an identity provider which you can configure in ServiceNow and you xur has to login via single sign-on then we have a lap in which user is authenticated by a lightweight Active Directory account o earth 2.0 which is also supported and it's an open authentication and it is authenticated by a client ID and secret a client ID and secret is provided by a service now to the consumer whenever consumer will head service now in order to authenticate he will send client ID and secret and ServiceNow will identify the user and will authenticate with the help of the auth client ID and secret died is token encrypted user name and password in the form of a token is also supported and that is digest token lastly we have multi-factor in which authentication is done via an OTP code provided by Google Authenticator role-based access once you are logged in into ServiceNow the next level of access is based on the roles provided to the users these roles are assigned to the users on the basis of their functions responsibility as an example title admin knowledge admin approval the information which can be accessed by the user is based on these roles this ensures that people have access to the information which they are allowed to access it is very important to protect sensitive data components in order to understand how role based access works in the platform it is important to first understand its components a user a user is an individual that has been granted access to your ServiceNow instance group a group is a set of users who are part of the same team or may share same responsibilities members of groups perform similar tasks or need access to similar information for various purposes in the platform such as approving change request resolving incidents receiving email notifications or administering the Service Catalog users working in ServiceNow are typically assigned to one or more groups role a role is a collection of permissions which can be assigned to a group so that whole group members can have the same access related to that role in ServiceNow platform example ITIL admin etc ServiceNow has an out of the box user table which is source data of users in application navigator go to users module under system security maybe under system administration you will find users if you will click here you will see all the users of your ServiceNow instance let's open one of the user racket maybe this one you can see the details of the user and the local database which we were talking about that is this one so here I have the user ID and here I have password once I will set the password and user ID for a particular user user can log in with the help of that username and the password if he can see that welcome screen service now also has an out-of-the-box group table which restores the data of different groups of teams in the organization in the application navigator you need to type groups and at the bottom you will see under system security or maybe under user administration you will see crypts once you will click on groups you will see the list of groups available in your instance now as of now these are out-of-the-box groups when I say out-of-the-box o OB that means that particular feature element is already provided by service now nobody has created it manually ServiceNow has given the ready instance to you whatever comes with ServiceNow platform that says out-of-the-box so here you have list of groups let's open all of the group racket this is the name of the group is application development here is the manager and here are the details of this particular group now at the bottom you can see we have some some details more details about this group that means here you have roles so if you want to provide some access to this particular group you can add roles here we have group membership that means in this particular group you have these six members now this is what group is here we have groups if you have any child groups under this particular group you can also assign skills and any locations so these are the details related to a group then we have roles which is also an out-of-the-box table of service now which stores different roles which can be assigned to different users and is created for different types of access in the system for roles you can again go to system security under system security you will see roles module click on that module you will see the list of roles available in your system now as of now I have not done any customization so these 336 roles are out-of-the-box roles let's open one of the role maybe admin one when you will click on that particular role you will be able to see details of the role here the name of the role and it says about the description that this is system administrator role this role has access to all system features functions data regardless of security constraint here you can see very what what roles this particular rule contains you can see here or what applications we have assigned this role to then what modules custom tables subscribed users these are some other information which you can see just to see the details of the roles but what additional elements what additional functionalities have been assigned to this particular role roles assigned to a group once you are done with defining a role with relevant permissions it can be assigned to a group or user as a best practice you should always add roles to groups rather than individual users which will be easy from a maintenance perspective as an example you have X group where we have added two roles role X and roll-y roll-y X might have different permissions like permission 1 permission - permission 3 and rule Y can have different permissions - like permission one again permission - in that case X group the members of X group will have all these files permissions and the reason behind it because you have added these two roles in the group so even if you add hundred group members into this X group they all those hundred members will have all these five permissions so in that case it is pretty much easy to maintain the groups and roles and if you don't want to give access to any particular person or maybe five people let's say an example in that case you just need to remove those five people from X group in that case all these five permissions will be removed as well otherwise if you will add individual roles to individual users then you have to remove the roles separately from all five users invidual e and that's pretty much I would say not for not good from maintenance perspective based system roles service now comes with baseline roles for out-of-the-box applications and features as an example admin role which will provide you the access for the whole platform and this role is basically added to all the administrators and developers of ServiceNow instance then we have approver underscore user that is also one of the type of role which provides access to approve the tasks ITIL role which provides read and write access to ITSM applications like incident change and problem catalog underscore admin which provides access to managed service catalog and many more roles users can still log in into ServiceNow even if they don't have any role assigned to them and access some of the applications and elements like homepage raising off incident and request accessing the Service Catalog these users are also called as self-service users ServiceNow has one of the major features that is impersonate that means you can get the view of any user if you have proper rights as I have admin access I'm going to impersonate a user who does not have any role so let me search for that user first or maybe let me create it so we will go to user table so I'm going to users module and here I have new button so let me create a new user I'm clicking on new and here I will give the ID is this demo user first name I can give demo last name I can give user I don't have to fill other details password if I want for now so I will give demo maybe I will just I won't say that password but I will just give a random password for now and I'm going to save this now I'm not going to give any role to this particular user and this user has not been added to any group as well as you can see at the bottom we have groups and roles so no roles no groups as of now what I'm going to do I'm going to impersonate this user but before that let me show you because I have logged in as an admin I can see all these applications on most all the applications where I have access to as an administrator now I will impersonate to impersonate you need to click on your profile and here you will find these options now one of the option is impersonate user click on impersonate here it will ask you to search for the users now I can search maybe I will type demo here is the user it is showing its first name last name and also the user ID so I will click here and now this will show me the view that how that user will really see it so you can see now in the left-hand side do you think I have same application so answer is no so as you can see I have different dashboard here I cannot change the dashboard here because I don't have any any role into my account I have just these few applications which are basically allowed me allowed to see so I can I can quickly see these applications however I cannot access anything else so this is what a self-service user is now let me show you an idle user who has pretty much more access than self-service user so I will click here rather than and impersonation I will click on impersonate user and I will search for ITIL there should be a title user so I do have an idle user here I will click on that now this time it will impersonate ITIL user which I have in my ServiceNow instance and you can see the access is pretty much different what we had in self-service user where we didn't have a single role into that particular account but here because it's an idle user so he has ITIL role in his account so in that case I have access to more modules you can see pretty much more modules we I have access to these applications as well like change problem configuration and many more I have access to this different home pages as well and here you can see I can select as well they're self-service user does not have that option that he can select any home page but we have this functionality available for itíll user so this is how access level varies in different users account if it is a self-service user if it is a itíll user the access level the visibility of the modules and applications and home page will be different from others users