ServiceNow is a cloud-based platform providing IT services.
Purpose: Allows companies to focus on their business instead of IT infrastructure.
Offers a suite of applications that support common IT services.
Accessing ServiceNow
Logging In: Open a browser, enter the ServiceNow instance URL, and log in with a user account (admin role recommended for full access).
Companies typically request multiple instances for production, testing, and development.
User Interface Overview
Next Experience UI
Primary interface for applications and the platform.
Other UIs: Mobile apps for Android and Apple, Service Portal, Employee Center.
Navigation Bar Elements
User Menu: Personal settings and preferences.
Notifications: Manage notifications for events/tasks.
Contextual Help: Access to knowledge articles based on current context.
Application Scope Picker: Limits view to specific applications, mostly for administrators.
Global Search: Search across the platform for users, incidents, etc.
Contextual App Pill: Displays current location within the platform.
Favorites: Save frequently used screens for quick access.
Workspaces: Custom screens with specific widgets for different tasks.
History: Track last 30 visited screens.
All Menu: Access to all applications, both out-of-the-box and custom.
ServiceNow Applications
Workflows
Workflows Overview: Organized into four primary categories:
IT Workflows: 79 applications for internal IT functions.
Employee Workflows: 43 applications for employee-related needs.
Customer Workflows: 93 applications for customer functions.
Creator Workflows: 23 applications to help developers build and enhance applications.
Application Examples
Self-Service, App Engine, Employee Center, Integration Hub, Service Desk, CMDB (Configuration Management Database), Asset Management, AI modules, and more.
ServiceNow Store: Additional applications available for download, some for purchase.
Certification Options
Various certifications for users and developers available to enhance skills and understanding of ServiceNow applications.
Working with Lists and Forms
Lists
Definition: Displays multiple records from a database table.
Views: Create tailored views for user needs.
Filters: Apply sophisticated filters to isolate records (e.g., by state or category).
Contextual Menus: Options for actions on selected records.
Forms
Definition: Displays a single record with fields for modification.
Sections and Related Lists: Additional info related to the record, such as roles and groups.
Context Menu: Options to save, edit, or create new records.
Knowledge Management in ServiceNow
Knowledge Bases: Libraries of articles to assist users in solving problems.
Categories: Organize knowledge articles into categories for easier access.
Article Features: Ability to flag, edit, or create incidents directly from articles.
ServiceNow Database Overview
Database Structure: Nearly 5,000 tables in a single database as a source of truth.
CMDB: Central to understanding IT infrastructure and services.
Conclusion
Encouragement to explore more through individual learning and certification options.
Announcement of a video guide for applying for a personal developer instance.
Engagement with the audience: request for feedback and subscription encouragement.