Subash, Rajeswari (Cognizant)

SERVICENOW ADMIN

Unit 1
Sys_ID – 32 character – Value will not appear more than 1 table
List Editor – Changes field values without accessing to Form
List Control – Column control – Row Control
Order, Number , Name or the field specified
List View – Switching Views submits the forms
Configure list layout – Personalize_list role
Slush bucket – 2 columns (Available left, Selected right) – Add or remove or change the order of the field
Personalize list gear icon
Breadcrumbs – Hierarchical list of conditions
Smart filter conditions – Funnel symbol – three elements of filter – Field, Operator & Value
Sys_filter table
List control menu – filters> edit personal filter
Field Status indicators – unpopulated – Red, Populated – Unsaved – Light Red, Populated – saved – Grey
Search options:
1. List
2. Global text search
3. Knowledge base
4. Navigation filter
5. Live feed
6. Search screens
Searches are not case sensitive
Zing is the text indexing and search engine that performs all text searches in ServiceNow.

• Wildcards: Use a symbol to represent zero or more characters. • Phrase Searches: Find a phrase with multiple terms. •
Searching Lists: Control the query for list searches of a specific field. •
Boolean Operators: Refine searches with operators such as AND & OR. •
Attachment Searches: Search in files that are attached to records. •
Interna;onal Character Sets: Perform searches with any Unicode characters. • Punctuation: Perform searches that contain punctuation.

*contains – Start% - %Ends, !*doesn’t contains

Unit 2

Users Brought in SNOW: Sys_user table

Manually, LDAP, SSO (External Authentication)

Lightweight Directory Access Protocol (LDAP) is an application protocol for accessing and maintaining distributed directory information
services over an Internet Protocol (IP) network.
User data can be refreshed in timely manner via several methods including scheduled imports and LDAP listener (only available to A
ctive Directory deployments).
Read only connection – does not modify customer data

Two aspect of integration – Data population & Authentication

SSO – Integration – unencrypted HTTP header, Digest Token Authentication, SAML 1.0, SAML 2.0, Stateless Open ID with signature verification
Passwords – present in HTTP and are not kept – true for SSO

Groups – sys_user_group table

Task Assignment:
Assignment lookup rules – System policy > data lookup definitions based on categories, sub categories, location, CI
Assignment - based on conditions or scripts System policy>rules>assignment

Role: Sys_user_role table - Personlize_form, approvers_user, role_delegator

Grant access - Grants permission part of the system / Application
Assign security controls
New user created – roles, groups, delegates are related list

Assignment rule contains – applies to, ASSIGN TO, Script are related list
 Subash, Rajeswari (Cognizant)
SERVICENOW ADMIN

Unit 3

Every table has a common name & System name System definition > tables
Tools available to view & modify the database structure
1. Tables module – sys_db_object – system Definition > tables – View, add or modify, launch schema map, delete all records
2. Tables & Column module – (View only) – only administrators have access, primary for Schema map
3. Schema map Red- referenced, Orange – referencing, Green – Extended, Blue - extending
4. System dictionary sys_dictionary – modify tables & Fields
Task tools – SLA, Approval rules, Defining assignment rules

Table Relationship
1. One to many – Reference fields, Glide list, Document ID field (Translated Text table)
2. Many to Many – related list (Products Sold by/ sell Software Vendor) bidirectional relationship
3. Extensions
4. Database views - plugin
Every child class is a specialization of previous base class or previous child class
Extends table option is available only during creating a new table

Import set
External data sources – JDBC, HTTP/FTP, Excel, CSV, XML
Import set table – Staging
Transform – One to many, Reuse, System Import set application
Target tables – CMDB, User, Incident, Groups, location

Import a file from local source o from a network by providing path and authentication

Load data – Create new import set table, validate the fields – Check State, Completion code & Progress – System import sets>load data
Create Transform map – Auto Map, mapping assist, Coalesce – Unique key
Run Transform

CMDB
Series of Tables & Fields contains all CI’s, their attributes, relationship
CI’s – Tangible or intangible devices or applications (Firewall, email servers etc.,) Computer, network, Business services
2 key CMDB tables – CMDB_CI , CMDB_Rel_CI

Benefits of CMDB
1. Helps locate failed changes and associated incidents
2. Quick analysis of impact, helping reduce or eliminate downtime
3. Increase in cost savings to business
4. Maximize the alignment of people, process and technology

CI relationships – Configuration> suggested relationships while extending a table

Related items toolbar is at the bottom of a CI form

Ways to populate CMDB

 Discovery – Uses midserver to send out probes and sensors, hardware on the network, s/w on h/w and relationships..
 Import Set
 Integrate with external CMDB
 Web Services
 Help the helpdesk – Works only on Windows PC, not customizable, cannot identify servers without discovery
 Manual imput

Add CI’s
Configuration > Servers > ALL > new
 Subash, Rajeswari (Cognizant)
SERVICENOW ADMIN

Unit 6:
Update Set: Writing changes from tracked tables to customer tables(sys_update_xml)
Captured: BR, CS, Fields, Forms, reports, tables, Views, Workflows,-
Not captured: Modified CI’s, data records, New Users & Groups, Schedules
Homepages – Manually added – Homepages admin>pages
Compare versions and revert changes to objects on a table with Update_Synch attribute - -sys_update_versions
You cannot revert DB changes, older base version
You can compare before changing version, revert to most recent base version
System update sets>merge update sets
Plan – Create – Make customization – Mark complete-Retrieve – Preview-Commit Update sets…
2 BR’s that prevent users to rename, delete or create a second copy of the default update set
System update Sets>Local Update Sets – Create update sets.
System update Sets>update sources – retrieve

Upgrade:
Feature releases – New Features, fixes for existing functionalities – Automatic during rollout period, customer advance notification
Patch Releases – Support existing functionality with collection of problem fix – Patches for Current and previous 2 feature releases – no new
Hotfix Released- Support existing functionality with specific problem fix – Hotfixes for Current and previous 2 feature releases – no new
New Build created and assigned to instance-an hr later WAR Web application Archive assigned- Apache Tomcat WS restarted for changes in DB
Customers No upgrade request – no fewer than 5 BD shall be granted.

Customizations- sys_update_xml skipped during upgrade – Upgrade history module

System Diagnostics>Stats>Stats – Which release version
System diagnostics>upgrade logs
System logs > Events – confirm an upgrade system.upgraded event trigger notification System.patched event
System policy > notification – email for upgrade
Performance of SNOW instance:
1. Application Server response – Server and resultant page 800ms and below – AVG;total Server, browser, network – 3sec
2. Network latency and throughput – network to server and response back
3. Browser rendering and parsing – Parse / execute java script
4. Instant cache – system resources
Transaction log: Created, Created by, response time in milliseconds
Monitor servicenow servlet – Stats.do - Key baseline metrics below 3
1. Servlet Memory – 10-60% free
2. Response time
3. Available Semaphores –Controls no. of user transactions run in parallel
System overview chart
1. Business rule – synchronous or asynchronous BR, and is not currently executing a query(which would be DB)
2. Concurrency – can’t run because they are waiting on a semaphore
3. CPU – CPU count & H/W CPU utilization is not expected
4. DB – waiting for information from the DB
5. Network – writing data out of the network or network buffer to flush
Session chart – How many sessions, how many logged in, whose sessions are active – SOAP integrations…
Transaction – watch for Trending increases
Response time – spike 100 consistently contact technical support
Trouble shoot:
System diagnostics > system debug>debug Business rule(details) & Debug log – two debug scripts
Logit script Include function – to turn off occurrences of logging prior to go-live
Activating Social IT

Social IT>Feed administration >messages – remove a message from all feeds

 Subash, Rajeswari (Cognizant)
SERVICENOW ADMIN

Unit 5
Policies & Interaction
UI policy –can make read only fields on form / List – Alternate to CS – configure>UI policies
UI Action –can make save button visible on form for appropriate user – Button, link, context menu on forms & list – scripted (List choices)
system UI > UI actions
Data policy- can enforce mandatory data on form/import sets-Web services – Not for list- Standardize same data across
UI & Data policy – Not security but user experience

Client Script- can prompt that incident has been successfully submitted-Configure>client scripts - Oncelledit(), Onchange(),Onload(),onsubmit()
Business Rule –can trigger confirmation email trigger when incident is first submitted – Piece of JavaScript run when table is queried (b4/a4)
Do not monitor fields on form, Run on server, Client callable – client can use AJAX to call BR, Global BR ignores condition field, BR are not real
time, When to run BR – async(Client is not waiting for server),before, after, Display(g_scratchpad – CS requires server data that is not part of
display)- Global BR usage is NO, instead use Script include – Global BR used when the function is repeatedly used by a variety of scripts
Client – refers to an application / system that access a remote service or other computer system known as server (Sync)
Server – Computer pgm running as a service, a physical computer running services/DB (Async) Configure>Business rules / system definition>BR

Application security
1. User Authentication – Users, groups, roles
2. Application and module access - roles
3. Table & Field access –ACL system properties
Security controls:
1. System properties >Security: No ACL on table , deny access
2. System Security >Access Control
3. System Security >High Security settings:
Contextual Security: Dictated by ACL – Set maximum attachment size and specify the attachment file type
1. Protects record based on contents and table location
2. Data is acted upon Position of information in table hierarchy
3. Defines AC rules to any level in object hierarchy
4. Uses roles to implement AC and assigns permission for read, write and create
Access control: Defined by roles, conditional expression and scripts – Global security mechanism
ACL rule specifies
1. Object secured(table or record)
2. Permission required to access the object (read, write, update)
ACL rule order: Incident.Number, Task.number, *.number, incident.*, task.*, *.*

Events & Notification

Event: indication to SNOW processes that something has occurred.
Events caused by:
1. User actions: Logging in, approving a request
2. Scripts: BR, WF
More than 275 events exists in baseline implementation
Event definitions are in the event registry (sysevent_register table) - system policy > events > registry –
Event log – Displays record from event table – sysevent – system policy>events>event log ;

5 tasks for email notification: system policy > email > notification ;
1. Configure email properties – SMTP/POP
2. Create event and BR (optional)
3. Create notification
4. Configure email id and subscribe to notification
5. Create or update SNOW records thru email
${} – dynamic values <b> - bold, <img src=” “></img> - image
system policy > email > Templates –
SMS – navigate to cmn_notif_service_provider table or URl/.cmn_notif_service_provider_list.do

system logs>email – check email logs

system mailboxes>outbound>outbox – verify email in outbox
 Subash, Rajeswari (Cognizant)
SERVICENOW ADMIN

Unit 4
Knowledge Management – Admin & knowledge_admin
User should have at least one SNOW role to contribute content, if not only read access and submit feedback
Organized by categories, Featured content and popular articles(most useful and most used)
Search by: 1. KB homepage 2. Contextual search
Search filtered by: 1. KB 2. Categories 2. Authors
KB > flagged articles – review tagged articles
KB submission WF:
Knowledge – approval publish / retire - approval
Knowledge – Instant Publish / retire – no approval
Knowledge – Publish/retire knowledge – own WF

Knowledge>Administration>Knowledge Bases – Configuring workflow to instant publish

Self service>knowledge – review existing IT knowledge base categories
Knowledge>Articles>create new -

SLA
SLA is a record in Contract_SLA table – defines a set of amount of time for a task to reach a certain condition
Major components of SLA:
1. SLA definition
2. Task SLA
3. SLA workflow
4. SLA automation
5. SLA conditions and Script include
Task_SLA table stores each of the individual SLA’s attached to particular task
Retroactive start field: Allows the SLA to start time to a specific day/time field from an earlier event (Activated by SET START TO field)
Duration type, Schedule, Timezone
SLM>SLA>SLA definition – New SLA

ServiceNow reports – reports>View/Run or Create New

List, charts, calendar based view of data in a particular table
Reporting lifecycle:
1. Planning – Capture requirement
2. Execution – Build/customize reports and dashboards - Save
3. Sharing- Schedule report or distribute to group
System table are restricted from reporting module – sys_audit, syslog, syslog transaction,sys_attachment, sys_email
Report types: (23 types)
Time Series – Line, Column, Area, Spline
Pies & Donuts – pie, donut, semi-donut
Columns & Bars – Bar, Horizon,Pareto,Histogram
Dials – Speedometer, Dial
More – Pivot,Funnel,Calendar,Pyramid,Box, Trend,Control,Trend box

Guages- Mapped graphic image – Not all gauges are reports…All reports can be Guages
Creations of reports:
1. Filtered list – saved as JPEG/PNG – context menu- right click-Bar or pie chart
2. Existing report
Data – Type – Filter& Order
Common tables used for reporting : Incident, Catalog Task, Problem, Configuration Item,Change request, Approvals
Chart report types can be exported as – PNG,JPG,PDF
Non Chart types can be exported as – Excel, CSV,XML,PDF
Calendar reports cannot be exported
Published reports are visible without login
Add Guage to homepage – homepage admin> edit ITIL homepage
 Subash, Rajeswari (Cognizant)
SERVICENOW ADMIN

Service Catalog – Admin & Catalog Admin role to define catalog items
 An ordering system for goods & services
 On stop shopping for users
 Access to the Service Desk
 Help & Training portal
Record Producer – Build the system components associated with the request – alternative to list/forms – frontend UI, create incident, E-Change
Items – Building blocks of the service Catalog
Variables – provide questions to help the requestor specify what item, option or service to order
Order Guides – easier ordering of bundling items
Workflows- run behind the scene and provides stages of approval process to the requestor
Orders Generate various numbers – REQ#, RITM#, Task# - sc_request, sc_req_item,task tables
Process stages for RITM – Waiting for approval, approved, Pending, fulfilment, completed
SC variable types – Multiple choice, select box,single line text,reference,checkbox
Service catalog>catalog variables>Variable set (Name & Description)
Service catalog>catalog definitions>maintain items – create new SC item
Service catalog> catalog definitions>maintain categories –
Service catalog> catalog definitions>Order guides
Rule base – Order guide option – two step process which bypass the checkout screen (Describe needs, choose option,check out)

Workflows
Each step in WF, activity is processed – WF is primarily used to automate a sequence of activities
WF can be started by:
1. Schedule or SLA launch
2. Execute on a table interaction
3. Invoke from Script include or Business rule(startflow-workflowid,current,operation,vars)
4. Click start on workflow canvas (admin testing only)
5. Associate with a catalog item in service catalog
6. Call a Workflow from a workflow
Wf_history table – execution paths and rollback to locate activities left in unresolved state
Common conditions – Approved ,rejected, error,always – Skip& error
WF stages – progress updated in stage field
WF version properties
1. WF table association
2. Only one active version at any given time
3. WF model with activities & transitions
Graphical WF editor - Workflow>workflow editor
Canvas tab- Title bar-Palette tabs-Palette-Canvas
WF Context –trace execution path, compare contexts and trouble shoot
SC WF – WF on sc_request table
Attached to particular request by
1. Manually on the catalog item
2. Automatically based on condition
3. Automatically if there are no WF attached
After the approvals, activities activates mark item approved and a catalog item is launched – Available only against SC_req_item table
SC request submitted - WF stages – Waiting for approval,Fulfilment, delivery, completed, Request cancelled
Fulfilment process generates 3 basic components – approvals, notification task
Workflow>live workflows>history – view workflow history