What is ServiceNow? (A Hands-on ServiceNow Tool Demo)

Introduction

To understand what ServiceNow is and how it functions, the best approach is to engage with the platform directly. This article will provide a detailed overview of ServiceNow through a demonstration, highlighting its key features and user interface. Additionally, step-by-step instructions will be provided towards the end on how you can create your own instance of ServiceNow for hands-on experience.

Logging into ServiceNow

To get started with ServiceNow, you will need to log into your instance using your preferred web browser, such as Google Chrome. Enter the URL for your ServiceNow instance to reach the login screen.

When a company purchases a ServiceNow license, they gain access to a cloud-based platform that offers a suite of applications designed for IT services. This service replaces the need for an in-house IT department, as ServiceNow manages all computing resources, scaling, security, failovers, databases, and backups. Companies can then focus more on their core business objectives.

Once logged in, users must have an account created on the instance, and they are granted specific roles that determine their access and privileges within the platform. For this demonstration, I will log in with an admin role for full visibility.

Navigating ServiceNow's User Interface

Upon logging in, the interface defaults to what ServiceNow refers to as the "Next Experience User Interface." This is where users will spend most of their time, but other alternatives exist, such as mobile applications and a service portal for specific users.

Key Features of the User Interface:

• User Menu: Accessible on the right, showing your logged-in status and any personal configurations.
• Notifications: Keep track of notifications related to tasks and updates.
• Contextual Help: Access knowledge-based articles for troubleshooting help within the platform.
• Global Search Bar: A powerful tool to find users, incidents, and other records easily.
• Favorites & History: Easily navigate to frequently used screens and view previously accessed modules.
• All Applications Menu: Offers access to all out-of-the-box applications and custom-built applications.

Applications in ServiceNow

ServiceNow organizes its applications into four primary workflows:

1. IT Workflows: 79 applications for internal IT functions.
2. Employee Workflows: 43 applications designed for employee needs.
3. Customer Workflows: 93 applications aimed at customer service and management.
4. Creator Workflows: 23 applications intended for developers to create custom applications.

Each application includes modules that perform specific functions, making it easy to navigate through myriad tasks and options.

Exploring Lists and Forms

Within ServiceNow, you will frequently encounter lists and forms. A list shows multiple records from a database table, while a form displays a single record, allowing for details and modifications.

For instance, upon accessing the "Incident" application from the All menu, you will see:

• List Controls: Options to create views, filter lists, and favorite views for quick access.
• Condition Builder: Craft sophisticated filters to pinpoint specific records.
• Contextual Menus: Each column and row in a list has options for sorting and customizing the view.

Forms provide capabilities such as editing records, viewing related lists, and attaching files. Depending on your assigned roles, you may have varying levels of access to modify records.

Knowledge Management in ServiceNow

The Knowledge Base in ServiceNow serves as a repository for creating and sharing informative articles among users. Categorized into knowledge bases and articles, users can search and access resources to assist with common issues.

Understanding the ServiceNow Database

Comprising nearly 5,000 tables, ServiceNow operates on a single integrated database that allows efficient data management across all applications. With appropriate permissions, users can explore and modify tables, extending and customizing as necessary.

To summarize, ServiceNow is a comprehensive cloud-based platform designed to streamline IT services and workflows, offering a user-friendly interface with a plethora of applications and functionalities.

---

Keywords

• ServiceNow
• Cloud-based platform
• IT services
• User interface
• Applications
• Incident management
• Knowledge base
• Database tables
• Workflows

FAQ

Q1: What is ServiceNow used for?
A1: ServiceNow is primarily used for IT service management (ITSM) and includes various applications designed to streamline and automate IT processes.

Q2: How can I access ServiceNow?
A2: You can access ServiceNow by logging into your instance through a web browser using the URL provided by your organization.

Q3: What are the primary workflows in ServiceNow?
A3: The four primary workflows in ServiceNow include IT workflows, employee workflows, customer workflows, and creator workflows.

Q4: Can I create custom applications in ServiceNow?
A4: Yes, ServiceNow allows developers to create custom applications to meet specific business needs.

Q5: What is the Knowledge Base in ServiceNow?
A5: The Knowledge Base is a library of articles and documentation that helps users find information and resolve issues related to services and processes within the platform.