Module 1: Introduction and Overview Service-now.com Foundations Course

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Service-now.com Foundations CourseFive Online Modules

This 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.

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Service-now.com Foundations CourseRole-Based Scenario

In 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.

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Foundations CourseFive Module Introduction to Service-now.com

End User Role (ESS)

Introduction and

Overview

User Interface

IT User Role (ITIL)

System Administrator Role (Admin)

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Foundations Course ObjectivesAt the end of the Foundations Course learners will be able to 5

• Explain what Service-now.com is and what it does

• Navigate through Service-now.com and search for items

• Work with links, lists, and forms to create an Incident as an End User (ESS)

• Investigate a Problem, recommend and implement a Change as an IT User (ITIL)

• Perform system configurations and personalization as a System Administrator (Admin)

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What is Service-now.com?

Overview – who we are and what we do

Industry Terminology – Web 2.0, SaaS, ITIL v3,

PaaS, IT 3.0

How does Service-now.com work?

All you need is a browserFacilitate the delivery of services - "services" in this sense could be:

• Something doesn't work, please fix it (Incident, possibly leading to Problem, possibly leading to Change)

• Something doesn't do what I want it to do, please change it (Change Management)

• Can I have a new iPhone? (Service Catalog, single item)

• Please do what is required to onboard a new hire (Service Catalog, ordering predefined goods and services)

What are some features and benefits of Service-now.com?

Focused development on current release and future functionalityThree releases a year at no extra cost to customers

Module 1Introduction and Overview

What is Service-now.com?

Service-now.com: CommunityMore than just software! 8

Blogs Forums

Conferences Wiki

Community

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What is Service-now.com − OverviewAn on-demand IT service management solutions platform

Service-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.

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How is Service-now.com Architected?Service-now.com is built on Web 2.0 + SaaS + ITIL v3 + PaaS + IT3.0

Web 2.0 + SaaS + ITIL v3 + PaaS + IT 3.0

But what do these terms mean?

Web 2.0Industry Terminology 11

Service-now.com is built on the web to provide:

– Usability

– Simplicity

– Customer 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

Web 2.0

Social Affiliation

Sharing

Inter-operability

Web as platform

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Software as a Service Industry Terminology

Software as a Service provides remote access to IT management software through a web-based interface.

SaaS

Service-now.com is the pioneer of On Demand IT Service Management

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ITILIndustry Terminology

The 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

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Service-now.com usesITIL as a Framework

transition

designstrategy

operations

Continual Service Improvement

Service-now.com uses ITIL as a framework:• Providing a platform of applications• Designed to manage ITIL processes• Architected to streamline IT operations

15IT 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 guidelines

what to do

Service portfolio

Project portfolio

IT cost management

how to do it

Service catalog

Service level

Availability

put into production

Change

Release

Knowledge

Project

keep it running

Request

Incident

Problem

Event

Asset

Field service

Reporting

transition

designstrategy

operations

Continual Service Improvement

ITIL Process Model

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Platform as a Service Industry Terminology

Platform 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

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IT 3.0Industry Terminology

It is not just about the process, it is about the people!

• IT 1.0: Technology separate from the business

• IT 2.0: An attempt to “align” using process

• IT 3.0: Not just about the process; about the people

IT 3.0The Service-now.com platform

with chat, live feed, community!

How Does Service-now.com Work?

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Customers Get Multiple Instances

An 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

Production Dev

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Instance 1

Data is stored within the platform as records, stored in tables

An Instance Contains Multiple Applications

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Instance 1

Instance 2

Instance 3

Number of Applications Can Vary by InstanceEach instance can have different applications installed

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Modify, Add, Remove ApplicationsApplications can be added, removed, or modified from within the platform

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Create New ApplicationsCreate new applications in the platform to meet unique, changing business

requirements

NewApplication 2

NewApplication 1

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How Does Service-now.com Work?All you need is a Browser and an Internet connection!

Desktop/Laptop Mobile

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IncidentAn 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

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Incident

Problem

Change

Service Catalog

Something doesn't work, please fix itIncident, possibly leading to Problem, possibly leading to Change

Something doesn't do what I want it to do, please change it

Change Management

Can I have a new iPhone?Service Catalog, single item

Please do what is required to onboard a new hire

Service Catalog, ordering predefined goods and services

Facilitate the delivery of services – "services" in this sense could be:

How Does Service-now.com Work?Incident, Probem, Change and Service Catalog

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Features and Benefits ofService-now.com

A complete single platform – Natively integrated suite with an extensible platform

Automatic upgrades – Preserve customizations & secure your investment

Rapid innovation – Three major releases per year

Web 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 customizable

Inspired by:

Service-now.com Benefit: Availability28

Availability

Proven 99.97% availability

Automated upgrades

Geographically separated disaster recovery

Redundant, resilient SAS 70 Type II data centers

Always-on user experience

Service-now.com Benefit: Scalability29

Scalability

Proven massive scalability

Dedicated database and application set

Architected to scale horizontally

Tightly integrated, small footprint

Organic development, no acquisitions

Designed from the ground up for web-based transactions

Architected for the largest enterprises

Availability

Proven 99.97% availability

Automated upgrades

Geographically separated disaster recovery

Redundant, resilient SAS 70 Type II data centers

Always-on user experience

Security

HTTPS/SSL/TLS

Role-based security

Contextual security

Password, data encryption

Data center physical security

VPN tunneling

Trusted from the user to the data center

Scalability

Proven massive scalability

Dedicated database and application set

Architected to scale horizontally

Tightly integrated, small footprint

Organic development, no acquisitions

Designed from the ground up for web-based transactions

Architected for the largest enterprises

Availability

Proven 99.97% availability

Automated upgrades

Geographically separated disaster recovery

Redundant, resilient SAS 70 Type II data centers

Always-on user experience

Service-now.com Benefit: Security30

Business Continuity

Further InformationWebsites, Classes and Other Resources 31

service.now.com

wiki.service-now.comdemo.service-

now.com

community.service-now.com

Service-now.com Admin 101Three Day

Instructor-Led Training

Book: ITIL V3: A Pocket Guide (ITSM Library)