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Step 1- Under Incident in the Navigation Pane, select New Call

Step 2- Begin typing the last name of the person you are creating the ticket for. Service-Now will show you a drop down list of matches, based on your entry

NEXT STEPS…..

• After selecting the user in “Requested For”, Caller Information is filled in for you

• Enter a Call Description. This is the equivalent of Short Description in Remedy

• Select the Call Type- Incident or Request as appropriate• Click the Route Button

EASE OF USE

• The Alternate Email field will override primary email in communications with the user for this ticket only

• Impact and Urgency are determined based on ITIL specs. Priority is then calculated

SELECTING A SERVICE

The affected Service can be searched for by clicking the icon or as you become familiar with the categories, typing will auto-complete based on your entry. If you use search, just click on the desired entry to populate the field.

SELECTING A SERVICE COMPONENT

The Service selection will determine the Service Components. Service Component may be entered the same way as Service, through searching or typing with auto-complete.

ADDING THE CATEGORYAfter adding the Service Component, the Category field becomes visible to be completed in the same manner as the prior two items. Categories are determined by the previous entries.

FAMILIAR AND NEW FEATURES

1. Assignment group is automatically set; you can override that.2. Watch list allows you set up email notifications for other interested

parties3. Additional comments are emailed to the customer when you

Update. Customer replies to that automated email are automatically added to that field in the ticket.

4. Work notes are internal notes to the ticket.5. Additional comments and Work notes both have a spell check

button.

AND FINALLY…..

You’ll see Service-Now automatically tracks activity and time the ticket has been worked on.

Clicking the New button in the Incidents section allows you to create a child ticket to the parent

And the New button in the Appointments section lets you create a desktop appointment

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REQUESTSStep 2- Begin typing the last name of the person you are creating the ticket for. Service-Now will show you a drop down list of matches, based on your entry

Step 1- Under Incident in the Navigation Pane, select New Call

NEXT STEPS…..

• After selecting the user in “Requested For”, Caller Information is filled in for you

• Enter a Call Description. This is the equivalent of Short Description in Remedy

• Select the Call Type- Request as appropriate• Click the Route Button

Select Request in the Call Type field

SELECTING A SERVICE• The affected

Service can be searched for by clicking the icon

• As you become familiar with the categories, typing will auto-complete based on your entry.

• Click on the desired entry to populate the field.

SELECTING A COMPONENT

• The Service selection will determine the Service Components.

• Service Component may be entered the same way as Service, through searching or typing with auto-complete.

ENTER FIELDS BEFORE UPDATE

• Fields from previous screen gets carried to this screen: Service, Service Component etc

• Select a Requested for date

• Type in a Description

• If requests have a cost associated, Price will auto fill.

• Whether Approvers are required for this request depends on a pre-determined Workflow.

• Click Show Workflow to see the work flow

AND FINALLY…..

• Click the Update button to Save the Request