Service-now.

com
Contents
 SNOW Basics
 SNOW Introduction
 Overview of User Interface
 Implementation of User Administration
 Configuration Management
 Introduction to Configuration Item (CI)
 Creation of CI & Build relationship between CIs
 Introduction of Schema Map
 Integrate CI with Change and Incident Management
 Asset Management
 Different Asset Types
 Managing asset life cycle
 Building workflow for asset management for various process like asset service request approval,
deployment, repair/lost/damaged, Retire
 How are Locations, departments mapped to Assets
 Service Level Management
 How is SLM build and SLA created
 Integrate SLM with CI
Contents
 Data Handling
 Import and Export mechanism
 Defining rules at DB level
 Building validations on the data entered at the DB level
 Data Migration using advanced Data Sets
 Reporting
 Overview on Reporting module
 Creating different types of reports on various CI and Assets
 Creating views for complex reporting
 Creating dashboards
 Scripting Possibilities
 Basic scripting possibilities in SNOW
 Advance Topics
 Job Scheduling
 Working with System Properties
 Web Services
 Overview of discovery and MID server
 Integrating with Discovery tools
SNOW Basics
SNOW Introduction
ServiceNow is a cloud based software platform, which follows ITIL V3 guidelines
and supports IT service management and automates common business
processes.
Overview of User Interface
The primary user interface is divided into three areas:
 Banner frame - runs across the top of every page and contains a logo and global
navigation controls
 Application navigator, or left-navigation bar - provides links to all applications
and modules
 Content frame - displays information, such as lists, forms, homepages, and
wizards
Application Banner Frame
Navigator

Content Frame
Working with Applications and Modules
Administrators have the ability to create or modify applications and modules
within those applications. Modules appear as links under each application's
navigation bar heading. They have the purpose of presenting the functionalities
that make up an application.

Modules

Application
Working with Applications and Modules Cont.
Administrator can create , update and delete applications and module as per the
organization requirement. To create new application follow the diagram.

To Create New
Application
Working with Applications and Modules Cont.
Administrator can create modules and assign it in under the applications. To
create new module follow the diagram.

To Create New
Module
Working with Applications and Modules Cont.
Administrator can create modules and assign it in under the applications. To
create new module follow the diagram.

To assign module under application click on

lookup and select application name
Implementation of User
Administration
User Account Creation in SNC
From Users module under User Administration Application administrator can
manage ServiceNow User’s Accounts.

User Administration
User Account Creation in SNC Cont.
Administrator can create, update, delete users account, manage user’s
information like user id, password, email, notification type, time zone and many
more...
To Create User
Group Creation and Allotment in SNC
From User Administration Application administrator can manage ServiceNow
Groups. Administrator can create, update, delete groups, manage user
membership into groups.
To Create
Group
Group Creation and Allotment in SNC Cont.
Administrator can add and remove members from a group. Below example
shows David Loo and Don Goodlife are members of Capacity Management
group. They will get all the benefits which are allotted to Capacity Management
group.

To Add Members in a Group

Role Creation and Allotment in SNC
From User Administration Application administrator can manage ServiceNow
Roles. Administrator can create, update, delete roles, manage roles assignment
to the users.
To Create New
Roles
Role Creation and Allotment in SNC Cont.
Administrator can grant and revoke roles to the groups and users. Below
diagram shows the assignment of admin role to the users.

To Assign Role to the

Users
Role Creation and Allotment in SNC Cont.
Diagram shows the assignment of admin role to the groups.

To Assign Roles to the

Groups
Setting up Company, Department and Locations
Administrator can setup new company, department and locations from User
Administration module.

To create new
Company
Setting up Company, Department and Locations
Administrator can setup new company, department and locations from User
Administration module.

To create new
Company
Setting up Company, Department and Locations Cont.

To Create Department

To Create Location
Configuration Management
CI Definition and Categorization
What is Configuration Item?
Any Component that needs to be managed in order to deliver an IT Service. Information
about each CI is recorded in a Configuration Record within the Configuration
Management Application and is maintained throughout its lifecycle by Configuration
Management.

What is Configuration Management Objective?

Support efficient and effective Service Management processes by providing accurate configuration
information enable people to make decisions.

Major CI Types
People
Hardware
Software
Services
Documentation
Data Files
Environment
CI Definition and Categorization Cont.
CI has broadly categorized into three categories:

 Physical CI
such as a computer or router

 Logical CI
such as an instance of a database

 Conceptual CI
such as a Service Request
CI Creation and Relationship Management
We can create and store various compute and network types of CIs from the
CMDB like Server, Database Server, Router, Switch, Hub and many more.

To Create CIs of various

types
CI Creation and Relationship Management Cont.
Configuration Management stores CIs and relationships between CIs.
ServiceNow has provided so many default relationships under CMDB.
Administrator can create custom relationship as per organization’s need.

To Create and Update

Relationship
CMDB Navigation
We can create varieties of CIs like Server, Application Server, Web Server,
Database Server, Data Centers, Clusters, Network CIs, Infrastructure Services
and many more under Configuration Management.

CI Types
Introduction of BSM Map
BSM map (Business Service Map) is the key functionality of ServiceNow
CMDB. We can see pictorial relationship between CIs through BSM map.

Relationship Name
Creation of CI Relationship
We can create varieties of CIs like Server, Application Server, Web Server,
Database Server, Data Centers, Clusters, Network CIs, Infrastructure Services
and many more under Configuration Management.

Open .NET
Framework 2.0 CI
Creation of CI Relationship
To create relatationship between CIs follow the below steps:
 Open existing CI record.
 Click on BSM View.

BSM View
Creation of CI Relationship (Cont.)

Click to Create/Update
Relationship
Creation of CI Relationship (Cont.)

Add CIs from left to

right and click on
Apply
Creation of CI Relationship (Cont.)

Relationship
Name

You can apply conditions to

fetch CIs

Add CIs from left to

right and click on
Apply
Creation of CI Relationship (Cont.)

To apply conditions
click on Run Filter
Creation of CI Relationship (Cont.)

Relationship
CI- 1 Name Related CIs
Class Model of CMDB
 Configuration Management Database consist of number of classes/tables.
 cmdb_ci is the parent of all the classes available into CMDB. It is the base class of all classes under
CMDB. All other CMDB classes are derived from this class.
 CMDB also contains reference classes and tables. Reference classes are not direct part of CMDB, users
can refer data of these reference classes from inside the CMDB e.g. user, group, company etc.
 We can categorize CMDB into following three major categories:
 Base Class
 Derived Class
 Reference Class
 All Configuration Management classes start from prefix “cmdb_ci”, e.g. Software class system Name is
cmdb_ci_spkg.
 To create custom class under CMDB, we need to make custom class to child of any existing cmdb class.
Class Model of CMDB (Cont.)
 To show the all available ServiceNow classes go to System Definition -> Table
and Columns.

All Existing ServiceNow

Classes/Tables
Class Model of CMDB (Cont.)

Attributes/Fields/Columns Attribute
cmdb_ci class
available in cmdb_ci class Property
Class Model of CMDB (Cont.)
To create custom class under Configuration Management follow the below
diagram.

Custom Class Name

Introduction of Schema Map
 The Schema Map provides a graphical representation of other tables related
to that table, either through class extension or reference.
 To display the Schema Map of selected table click on Schema Map button
after selecting the table.

To Display Schema
Map
Introduction of Schema Map
 Schema map of Server class.

Schema Map of “Server”

Class
Reference Classes
Introduction of Schema Map
 Schema Map of IP Router Class
 To display the Schema Map of selected table click on Schema Map button
after selecting the table.

To Display Schema
Map
Introduction of Schema Map
 Schema map of IP Router class.

Schema Map of “IP

Router “class
Impact Analysis using CMDB
 We can use BSM map functionality to calculate the impact associated with
the ticket.
 If number of dependents count is very high, so definitely incident associated
with that CI should be very critical and will be high priority incident e.g.
incident associated with Server CI would be critical because so many clients
associated with the server and if server is not working so none of the clients
will be able to work.
CMDB Integration with other Applications
 Every application contains Configuration Item field. With the help of this
field we can integrate applications with CMDB.

Incident Management - CMDB

We can associate any

type of ticket with CI,
with the help of
Configuration Item field
THANK YOU