Chapter 1. Getting Started with Service-Now
Service-Now, probably is the most spoken IT Operation / IT Service Management application/tool these days. So what exactly is Service-Now and what does it does? Service-Now is the cloud-based enterprise application which offers everything-as-a-service, Service-Now has large portfolio of services including platform as service, finance, marketing, field operation and so on. Service-Now holds vital position in the market of IT service management, IT operations management and IT business management applications. If anyone asks me what it is, then I always say that it may be an application/tool which might address most of your IT operational issues. If we go the little further on application level then we can say that Service-Now application is the collection of many small applications which are committed to different processes. Service-Now does provide the capability to application developers to develop a desired application in less time as well, which makes it more powerful and preferred to the customers. Many IT and non IT companies are moving from their legacy service management suites / help desk tools to the cloud-based Service-Now. So, the question that arises is, why is Service-Now attracting many IT and non IT customers? To answer this question, we should go to the ground zero of Service-Now, which will help to understand Service-Now from delivering business values. I will start with the ground zero of Service-Now and will gradually move toward the top with some very interesting recipes.
In this chapter, we will cover the following recipes:
- Service-Now prerequisite
- Service-Now and ITIL framework
- Understanding Service-Now procurement
- Understanding Service-Now roles and licensing
- Understanding Service-Now setup
- Accessing Service-Now application
- Microsoft Active Directory authentication
- Logging in to the Service-Now application portal or end user view
- Creating service requests from the Service-Now portal
- Understanding the Service-Now IT view
- Understanding Service-Now self-service application
- Understanding Service-Now service desk application
- Understand Unique record identifier
- Using the incident management application
- How to use create related lists of applications
- Using the problem management application
- Using the change management application
- Creating the change / problem task from incident task
