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