my name is Michael Lombardo with GLAAD fast consulting and today I'll be doing a quick overview of ServiceNow just around the user interface and some basic functionality and service now as you see as soon as I log in right away we have this dashboard homepage functionality of service level right up you can set a default homepage for pretty much everyone in IT if you'd like based on their role we can choose which homepage we'd like them to see so right now we're looking at just the basic idle homepage which is basically everyone in IT when they first log in this is what they would see so you can set this we can customize this by default in any way we'd like and maybe have some key performance indicators maybe you have you know your work queue listed here so it's it's really powerful you can set this by default you can also set it maybe just the service desk sees a certain homepage it's and it's fully customizable per user so you'll see as soon as I drag this over to the right over here you'll see the the title of the home page changes to my idle home page and now this becomes completely owned by me I can delete reports off here I can add new reports maybe there's some others plenty of out of box reports but maybe there's been some customized reports per your organization and it's really really simple pretty much any user can navigate their way through this and again you can create your own home pages I went ahead and just created a quick example of a service desk home page you can also add in refresh interval if you automatically to refresh it another great piece of functionality is is the chat so it's very similar like a Google Hangouts type of functionality where it's it's a pop-up window right in your screen there's also desktop notifications so if your browser is minimized and somebody send you a message it will pop up on the browser just to give a quick example here if I wanted to send an email to David Liu I can type that in and you know obviously you can chat hey what's the status of this incident and what I really like about this let's say if I go to this incident here if I just just from the simple fact of typing in an incident number let's go here so I'll just type it in here i and see one two three four five five oh so just from typing in the number and hitting Enter the system is intelligent enough to recognize that that's a record number in the system a unique identifier and it automatically creates a link for it so if I browse away from this incident for a second if I actually click on this will take me right into that incident pull the system you know recognize that to a system number and takes you directly into that another very important functionality of ServiceNow is the search functionality so let's say occasionally you'll have a user call in let's say on the Service Desk if I'm from a service desk agent and a user calls in and says hey my manager Beth called in you know I wasn't sure what the incident number is and maybe shouldn't even know the last name I can just search for Beth and you'll see I get results right away so I have incident results change results you know really searches pretty much everything in the system even search of knowledge catalog items maybe I actually found Lee user record itself maybe we had a change of phone number or something so very very great functionality if I typed in something like si P again it's going to search every every we have the ability to add pretty much any form and service now or any table and service now into the search another very useful feature of service now is just the basic list layout functionality so what I'm what I'm looking at right now is a list of incidents and just from this view right here I have the power to do so much so it's it's very similar Excel where I can auto you know double click into a cell and modify it directly sample incident number two right so I have the modified I also have the ability to modify multiple rows at once so if I just hold down the shift key similar to excel obviously and just press the down arrow I can I can modify multiple fields at once so if I wanted to say you know all these assignment groups should be servicedesk they can go ahead and do that click Save and now just like that very quickly seamlessly I've just updated multiple incidents at once and that's pretty much available for every single field on the form there's also I really love the show matching functionality so if I wanted to see okay show me all the incidents that are signed to the Service Desk in other systems you may have to go in you know run a custom report or things like that with with ServiceNow you can easily just right click and hit show matching and now you'll see at the top here the filter we have originally was active is true now it's just added in assignment group is service desk and now I'm looking at all the instance that are active and assigned to the service desk similar to that we have the ability to do the opposite right filter things out so if I want to say you know what I want to see everything not assigned to the service desk I can just right-click and filter out I also have the ability to add bookmarks and ServiceNow so I can you know I can do I can add pretty much anything that's a link in ServiceNow anything that's clickable I can create a bookmark from that so if I grab this I can if I want to grab this whole filter right where I I want maybe I look at this every day every incident that's not assigned the service that's maybe that's part of my job I can just grab this and drop it over here and if I go to the star functionality have the ability you know to go into an incident and I can go back to that query every time same thing with an incident if I wanted to save a particular incident or any record in service now I can just drag that that link because this is something I can click on I can drag that over the left-hand side and now it's a bookmark for later I also have the ability to modify these so if I wanted to you know maybe this was a web cue this was again this was part of my job web cue monitoring right I have the ability to just save that now I know what it is I can actually even change the icon change the color of it and then also I can get rid of this lift navigator and it kind of just just had my bookmarks so if I'm you know trying to save as much real estate on the screen as possible it's also very powerful feature for that let's go back to our list of incidents to show all records here same way I do the right-click and filter out things I also have this very nice search functionality where I can search pretty much any fill that's here I can type in uh let me see Outlook now it shows me everything without related to Outlook there there's also this filter functionality if you want to get a little bit deeper and more complex into what you're searching for I want to search for the customer or the caller is Beth I don't know if we have any of those but we'll find out and she looks like she did column once if we go into this record you see if I can if I just hover over this I I can see pretty much get a nice preview of that record so Beth England is the caller obviously on that record what's also really nice I'm actually looks like I've already customized this I'm going to reset this to the column defaults and then show you what what that was so you know out of the box you have or you know your organization may customize your list layouts to be a certain way you know the number on the first column the priority state but maybe you as a service desk agent as an end-user as a you know tier 2 level support person you know you care about different information so you can digest as much information as quickly as possible you have the ability as any user to modify the list layout so maybe I want the state moved up here maybe I really don't care who's assigned to maybe I really need to know what category it is and you'll see a category back in here and once I click OK here you'll see this icon now has a dot next to it and that means I personalized it and obviously the changes that I just made out there what's also really powerful about the list views is I can run a report right from this view so let's say I want to run a report on priority let's say I just want to see quick pie chart show me all the incidents that I'm looking at right now grouped by priority in a pie chart just in one click I'm able to view those that information and then what's really nice about the majority of reports in service now is these are all drillable meaning I can if I wanted to see all these low priority incidents I can just click right in here and now it takes me to that list filtered to that to whatever I just clicked on which is in this case priority is for and if we talk if we were using the dashboard I can go but I can just in one click I can say hey you know I really like this report let me add this to my home page and now with just one click that reports been added to the home page ok everyone that will conclude this demo thank you very much and if anyone has any questions they can feel free to email me at Mike at Glide fast comm thank you so much