Service-now.com Foundations Module 1
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This online training module provides an introduction to the ServiceNow platform through five modules. It will teach learners about the ServiceNow interface and how to perform tasks in various roles. The training uses role-playing scenarios to demonstrate how issues are reported, investigated, and resolved through the ServiceNow workflow. It is intended to prepare students for an in-person administrator training course.
Service-now.com Foundations Module 1
- 1. Module 1: Introduction and Overview Service-now.com Foundations Course
- 2. Service-now.com Foundations CourseFive Online Modules 2This Foundations online learning course has five modules available for you to explore and learn what Service-now.com is, how it works, and what you can do on the platform. This online training was developed as a prerequisite for the Admin 101 three day class and for others to use as an introduction to Service-now.com.
- 3. Service-now.com Foundations CourseRole-Based Scenario3In this course you will learn about the Service-now.com interface and use various features and applications. You will experience Service-now.com in various roles (end user, IT user and system administrator) to learn about creating an incident, investigating a problem, and recommending a change. We are using role-based scenarios to show the workflow and interactivity of the Service-now.com platform.
- 4. Foundations CourseFive Module Introduction to Service-now.com 4System Administrator Role (Admin)Introduction and OverviewEnd User Role (ESS)45123User InterfaceIT User Role (ITIL)
- 5. Foundations Course ObjectivesAt the end of the Foundations Course learners will be able to5
- 6. Module 1Introduction and Overview
- 8. Service-now.com: CommunityMore than just software!8
- 9. What is Service-now.com − OverviewAn on-demand IT service management solutions platform9Service-now.com’s IT management software helps companies and organizations manage their diverse IT operations, including Service Desk functions, by offering a single system of data management for all IT disciplines and technology assets.
- 10. How is Service-now.com Architected?Service-now.com is built onWeb 2.0 + SaaS + ITIL v3 + PaaS + IT3.010Web 2.0 + SaaS + ITIL v3 +PaaS + IT 3.0But what do these terms mean?
- 11. Web 2.0Industry Terminology11Service-now.com is built on the web to provide:UsabilitySimplicityCustomer integrations that leverage flexible design principles of web-native Service Oriented Architecture (SOA) so integrations can be achieved in significantly less time than a typical enterprise solution
- 12. Software as a Service Industry Terminology12Software as a Service provides remote access to IT management software through a web-based interface.SaaSService-now.com is the pioneer of On Demand IT Service Management
- 13. ITILIndustry Terminology13The Information Technology Infrastructure Library (ITIL) is the standard for best practice in the provision of information technology services.Service-now.com provides a modern set of ITIL-based service management applications on a single, extensible development platform
- 14. Service-now.com usesITIL as a Framework14strategyContinual Service ImprovementdesignoperationsService-now.com uses ITIL as a framework:Providing a platform of applications
- 15. Designed to manage ITIL processes
- 16. Architected to streamline IT operationstransition
- 17. IT Infrastructure Library (ITIL) process model: guidance on how to set up and carry out your implementation project. Service-now.com is based on these best practice guidelines15what to dostrategyService portfolioProject portfolioIT cost managementContinual Service Improvement how to do itkeep it runningAssetField serviceReportingRequestIncidentProblemEventService catalogService levelAvailabilitydesignoperations put into productionKnowledgeProjectChangeReleasetransitionITIL Process Model
- 18. Platform as a Service Industry Terminology16Platform as a Service refers to the delivery of a “solution stack”Cloud computing has evolved to include platforms for building and running custom applications, a concept known as “platform as a service” (PaaS). PaaS applications are also referred to as on-demand, Web-based, or software as a service (or SaaS) solutions.PaaSThe Service-now.com platform is Java-based, using a Tomcat web server running on Linux
- 19. IT 3.0Industry Terminology17It is not just about the process, it is about the people!IT 1.0: Technology separate from the businessIT 2.0: An attempt to “align” using processIT 3.0: Not just about the process; about the peopleIT 3.0The Service-now.com platform with chat, live feed, community!
- 20. How Does Service-now.com Work?
- 21. Customers Get Multiple Instances19ProductionDevAn instance is an individual implementation of the platform with a unique URL; many customers have multiple instances (e.g. sandbox, test, development, & production)Everyone gets at least two instances
- 22. Instance 1Data is stored within the platform as records, stored in tablesAn Instance Contains Multiple Applications20
- 23. Instance 1Instance2Instance 3Number of Applications Can Vary by InstanceEach instance can have different applications installed21
- 24. Modify, Add, Remove ApplicationsApplications can be added, removed, or modified from within the platform22
- 25. Create New ApplicationsCreate new applications in the platform to meet unique, changing business requirements23NewApplication 2NewApplication 1
- 26. How Does Service-now.com Work?24All you need is a Browser and an Internet connection!Desktop/LaptopMobile
- 27. 25IncidentAn incident means something stopped working and needs to be fixed immediately. For example an employee can’t print from their laptop.ProblemA problem means investigating why the laptop can’t print.ChangeA change means what’s done to fix the problem. The change might be as simple as a software upgrade, or a new network printer may be required.Service-now.com Applications
- 28. How Does Service-now.com Work?Incident, Probem, Change and Service CatalogFacilitate the delivery of services – "services" in this sense could be: Something doesn't work, please fix itIncident, possibly leading to Problem, possibly leading to ChangeSomething doesn't do what I want it to do, please change it Change ManagementCan I have a new iPhone?Service Catalog, single itemPlease do what is required to onboard a new hire Service Catalog, ordering predefined goods and services26
- 29. Features and Benefits ofService-now.comA complete single platform – Natively integrated suite with an extensible platformAutomatic upgrades – Preserve customizations & secure your investmentRapid innovation – Three major releases per yearWeb 2.0 architecture – The Internet is both the Service-now.com development environment and delivery vehicle Based on ITIL v3 guidance – Built from the ground up, but extremely customizableInspired by:27
- 30. Service-now.com Benefit: Availability28AvailabilityAlways-on user experienceProven 99.97% availabilityAutomated upgradesGeographically separated disaster recoveryRedundant, resilient SAS 70 Type II data centers
- 31. Service-now.com Benefit: Scalability29ScalabilityAvailabilityArchitected for the largest enterprisesAlways-on user experienceProven massive scalabilityDedicated database and application setArchitected to scale horizontally Tightly integrated, small footprintOrganic development, no acquisitionsDesigned from the ground up for web-based transactionsProven 99.97% availabilityAutomated upgradesGeographically separated disaster recoveryRedundant, resilient SAS 70 Type II data centers
- 32. ScalabilitySecurityAvailabilityArchitected for the largest enterprisesTrusted from the user to the data centerAlways-on user experienceProven massive scalabilityDedicated database and application setArchitected to scale horizontally Tightly integrated, small footprintOrganic development, no acquisitionsDesigned from the ground up for web-based transactionsProven 99.97% availabilityAutomated upgradesGeographically separated disaster recoveryRedundant, resilient SAS 70 Type II data centersHTTPS/SSL/TLSRole-based securityContextual securityPassword, data encryptionData center physical securityVPN tunnelingService-now.com Benefit: Security30Business Continuity
- 33. Further InformationWebsites, Classes and Other Resources31