Understanding Service-Now's service desk application
Out of the box, Service-Now provides a service desk application from which you can manage all your tasks and your group tasks. To view this application, you should have an ITIL/Fulfiller role that is licensed.
Getting ready
To step through this recipe, you should have an active Service-Now instance and valid login credentials and an ITIL or admin role.
How to do it...
- Open any browser standard browser.
- Type the Service-Now instance web address (
http://{instance_name}.service-now.com) provided by your organization in the address bar, now enter your credentials in respective fields and press enter button - On the left-hand side in the search box type Service Desk and Service-Now will search out application for you or navigate to Service Desk application. In the Service Desk application, many modules are available, but let's take a look at key ones only:
Searching the Service Desk application
- As a support team member, you will receive your all your task in My work. If you want to see all the calls that are assigned to you, then you can simply click on My Work. The My Work module records all calls that are assigned to you regardless of the type of task. So, for example, if you have a problem, incident, or catalog task in your queue, then by clicking on My Work you can view all the calls that are in your bucket:
Service-Now Service Desk
- Every support person belongs to some support group, but in many cases, a support group member may belong to more than one support group as well; so, to view all group's support tickets, My Groups Work is the best place to manage all calls that are assigned to your groups.
- Service Level Agreements (SLAs), contracts between service providers and end users that define the level of service expected from the service provider, are critical for any resolver group or any service company, where the service company has an agreement with the clients that if any issues come to them they will resolve the issues in the agreed timeframe. So, by clicking on SLAs (My Work) you can monitor your own SLA, and by clicking on SLAs (My Groups Work) you can view your group's SLA.
- Approval is one of the key functions of any service management tool. On a daily basis, we raise many requests and most of them require a manager's approval, so managers can directly go to the Service-Now instance; but if your client wants to avoid the approval license cost, then you can configure the e-mail approval functionality.
