A cloud-based platform called ServiceNow offers IT service management and streamlines routine corporate procedures. It contains a number of unique characteristics that change depending on the user and instance. It was founded in 2004 by Fred Luddy, former CTO of software companies such as Remedy Corporation and Peregrine Systems. It is a unified cloud solution that integrates services into a single system of record.
Why do we need service now?
With the help of the effective tool ServiceNow, businesses can create models that are future-proof and prevent obsolescence. Through a single cloud platform, ServiceNow creates a location where every machine, client, and employee connected to the business can submit requests. When working on these requests, several departments can prioritise, coordinate, and delegate information to spot issues and come up with inventive solutions. TThis raises our service levels and results in better staff service. ServiceNow streamlines and improves the efficiency of our work.
ServiceNow provides better hosting for your customers with lower maintenance costs.
Easy to customize.
It provides direct reporting and monitoring.
It is associated with honesty and privacy of data.
This allows for better internal monitoring.
Service Now Architecture
Today almost all cloud contributions are implemented on old-fashioned multi-tenant architecture like Azure, AWS, Oracle, Salesforce. A multi-tenant architecture produces a single instance that supports multiple customers. Generally, it deals with databases that demand routine maintenance, which provides access to resources to users. For this reason, ServiceNow chose a multi-instance architecture.
A multi-instance is a separate instance that we create for each employee that has an individual resource stack. Multi-instances give us the freedom to deal with the basic needs of each user, allowing us to deal with a customer-to-customer base.
The following list of components makes up the ServiceNow architecture:
J2EE App Server
Database: MySQL, Oracle
Service Now capabilities
Through ServiceNow, we can orchestrate or automate simple or complex tasks on remote servers. When we implement orchestration in an organization, less effort and expertise is required to complete the task. It automates systems like Microsoft Exchange mail servers, VMware etc.
Companies use active directories for a variety of purposes. We may use it to provide access to applications or to manage an Outlook distribution list. LDAP integration is a cakewalk for ServiceNow, and the highlight is that we don't have to code anything. Through simple configuration, we can do integration.
ServiceNow Training in Bangalore platforms provide the ability to concurrently consume or publish an API. ServiceNow supports WSDL, SOAP, REST API protocols. We can create scripted API or codeless API.
Today everyone wants an enterprise service/application/solution to be mobile-ready. They have to make changes along the way. ServiceNow's forms and applications are mobile-friendly, and we can publish them on mobile without developing specifically for mobile. ServiceNow offers a web-based application for mobile app for Android and iOS.
The most important requirement for any enterprise is to have a web portal through which we want to service, access and report. The service portal provides wings to various organizations. Organizations today are building a dedicated ServicePortal to showcase their ServiceNow capabilities.
Following are the services offered by ServiceNow:
#1 HR management
We can use ServiceNow for all HR delivery services like timesheet management, performance management, employee document management and leave management.
#2 IT Service Management
We may use ServiceNow as a ticketing tool to manage issues, changes and incidents. It has various advanced analytics, insights and features that impact IT delivery.
#3 Financial management
ServiceNow manages all operations related to finance and automates financial operations. In addition to the aforementioned collaborations, ServiceNow offers services for IT security operations, virtual chatbots, and business management.
#4 Service Now example
A ServiceNow instance is a group of databases, virtual machines, and applications assembled together to provide services to a customer. We develop the ServiceNow customer instance in a multi-instance architecture. The key point is that each user has customized applications and separate databases running on shared hardware resources.
ServiceNow User Interface (UI)
ServiceNow's user interface has default elements. The user interface is highly customizable and we can customize it as per business requirements.
Following are the components of the user interface:
Application navigator allows us to browse all modules and applications under applications. We provide the module name or application in the navigation filter and ServiceNow will automatically display all matching modules and applications.
In the right sidebar of the banner frame there are setting options, logo, user profile, option and global search bar to switch between help and conversation.
By default, the sidebar does not exist. User has to trigger it from banner frame. The sidebar displays help or conversation options. Through the conversation feature, we chat with our peers and browse using the chat history. The help option allows us to suggest articles that admins add.
The Content Frame is the primary component of the ServiceNow portal, which records the complete content of modules and applications. This frame also contains the main menu of applications, which is essential from an administration point of view.
Service Now Administration
The ServiceNow Administration sidebar automates routine administration, management, and support of the ServiceNow platform for enterprises. It also includes user interface customization, versioning, updating applications and modules configuration, managing user access, monitoring system performance, UI procedures, etc.
ServiceNow administrators are responsible for setting up ServiceNow, loading initial data into ServiceNow, setting up roles, groups and users.
The best method for initial configuration of ServiceNow is the “ITSM Guided Setup” application. Typically, a system administrator has access to the ITSM Guided Setup application.
ITSM Guided Setup provides a series of tasks that allow us to configure IT service management applications from scratch in our ServiceNow instance, including fields displayed on logo, company name, banner, lists, forms, etc.
Furthermore, ITSM Guided Setup also helps in configuring core applications like change, incident etc. To open ITSM Guided Setup, browse ITSM in the navigation bar and open “ITSM Guided Setup” and click the Start button.
We group the entire setup into many areas, such as connectivity, business, data, etc. We must configure each category through a guided menu. The total progress for each category we display and the content frame displays the entire completion status at the top of the content frame.
We can set up an order category and we can jump to the configuration of any particular category. The task of configuring ServiceNow from scratch is enormous, therefore, we can assign a job to an individual admin user for each category of configuration.
The guided setup steps are self-explanatory and very detailed. We can fool around with the prescribed setup and try to setup different factions.
We use import sets to import data into ServiceNow from external sources like JDBC, excel etc. We import the data into ServiceNow and then, we map the data into the appropriate ServiceNow tables. We can manually import data one time or schedule regular import to happen automatically.
We can manually import the data through the “Load Data” module of the “System Import Set” application.
Open the “Load Data” module of the “System Import Set” application. In Import Set Table, press “Create Table” as we don't have any current import table to import user groups. Typically, import tables are staging tables or intermediate tables.
As we import the file, we first load the data in this table and then, we load the table from this import table to the actual purpose table in ServiceNow.
After that, we give the name of the new table in the label field and the important thing is that all the tables that the user creates will have the prefix of “u_” in the system table and the prefixed ServiceNow name table. “sys_” in the name. We need to select the file from the explorer.
After completing the process, we can see the state completed in the above screen and the next steps we need to follow. In the subsequent phases, we will import the sets first.
We can see that the import set we created with the state is Loaded, which indicates that the data of the Excel file is loaded into the middle table; The important name is “u_user_group_import”. We can check the data in the middle table by entering “u_user_group_import.list” in the navigation bar.
After that, we'll go ahead and create a transformation map for the imported data. Generally, in a transform map, we create a map between the target table and the mid-table, indicating which column in the central table corresponds to which column in the target table. We can consequently load the data into the target table.
Select the “Transform Maps” module under “Import Sets/Managements/Transform Maps.” Select source table “u_user_group_import” in our target table and case sys_user_group. We need to maintain this transition map, be active, validate the active box and “execute the business rule”. Business rules are a group of rules that run when we insert or update something in a table.
For example, if the user does not type data into the field, default values are automatically established. If we want to process the data before inserting it into target table we can provide middle script. To run our script, we need to check the Run Script box.
After creating the transform map, we either map the source table column to the target table or enable ServiceNow to do the automapping. Select the “Transform Maps” module under “Import Sets/Managements/Transform Maps.”
Select the transition map and go to the “Related Links” section. There are two choices in the Related Links area. Mapping Help and Auto Mapping. Tap Automap Matching Fields and you will find all the mappings of the Field Map tab.
Since we are importing user groups for the first time, we need to create a transition map, import table, etc. All these efforts should be minimized in following imports of user groups as we already have transition map and import table.
Service Now Installation
Step 1: Use the following URL to download the setup
Step 2: Provide registration details and press submit.
Step 3: Check the inbox. We will receive a mail to activate our account.
Step 4: Once your account is active, login through our credentials.
Step 5: Accept the service agreement.
Step 6: Accept the Developer Agreement.
Step 7: After completing the survey press the submit button.
Step 8: After form submission, ServiceNow dashboard will emerge, tap on “Request Instance”.
Step 9: Type a reason for using the instance.