Before diving into using ServiceNow, it’s helpful to have a foundational understanding of several key concepts. ServiceNow is an IT service management (ITSM) platform, and while its applications are wide-ranging (like IT operations, HR services, security operations, etc.), here are some basic things you should know before you start:
1. Basic ITIL Concepts (IT Infrastructure Library)
- ServiceNow is largely based on ITIL processes, which are a set of best practices for IT service management (ITSM). Some important ITIL concepts to know are:
- Incident Management: Handling unplanned interruptions to services.
- Problem Management: Identifying and resolving the root causes of incidents.
- Change Management: Managing changes to the IT infrastructure in a controlled manner.
- Service Request Management: Handling requests from users for IT services.
- Configuration Management: Keeping track of IT assets and their relationships (CMDB – Configuration Management Database).
Familiarity with these ITIL concepts will help you understand how ServiceNow facilitates IT service management.
2. Basic Navigational Skills in ServiceNow
- User Interface (UI): Understand how to navigate the ServiceNow platform, including the main components:
- Homepage: Customizable dashboards with widgets and information.
- Application Navigator: Used to search and navigate to different modules and applications.
- Records and Forms: Interact with individual records (e.g., incidents, service requests) that are structured as forms.
- Lists and Filters: Learn how to view, filter, and manipulate lists of records.
3. Core Modules in ServiceNow
- ServiceNow has several key modules, and knowing some of the core ones is a good start:
- Incident Management: How incidents are logged, tracked, and resolved.
- Change Management: The lifecycle of a change request, approvals, and deployment.
- Service Catalog: The interface where users request IT services.
- Knowledge Management: A repository for articles and solutions to common issues.
4. Basic Role-based Security Model
- ServiceNow uses a role-based access control (RBAC) model to control permissions. Understanding roles (e.g., end-user, administrator, ITSM user, etc.) and how permissions are granted will help you navigate ServiceNow effectively.
5. Workflow and Automation
- ServiceNow uses Workflows and Flow Designer to automate business processes and tasks. Understanding how workflows automate processes like incident resolution, approval chains for changes, or service request fulfillment will be beneficial.
6. ServiceNow Data Model
- Tables: ServiceNow is built on a relational database, and everything in the platform (incidents, requests, changes, users) is stored in tables. You don’t need to be an expert in databases, but it’s useful to know that each record is stored in a table, and tables are related to one another.
- Relationships: Learn about the CMDB (Configuration Management Database) and how various IT assets (e.g., servers, applications) are tracked and related in ServiceNow.
7. Basic Knowledge of Scripting in ServiceNow (Optional for Advanced Use)
- ServiceNow uses JavaScript for scripting (in Business Rules, UI Actions, Script Includes, etc.). For deeper customization or automation, basic JavaScript knowledge will be beneficial.
8. Reports and Dashboards
- Learn how to create and configure reports and dashboards to visualize data and track key performance indicators (KPIs). Reporting in ServiceNow is a powerful feature for monitoring service performance and user activity.
9. ServiceNow Best Practices
- Understand best practices for implementing and using ServiceNow, such as:
- Designing user-friendly service catalogs.
- Ensuring data integrity in the CMDB.
- Following ITIL-based workflows for incident and change management.