Introduction to Service Now User Guide

GLOBAL INFORMATION MANAGEMENT

Author: Alta de Beer

November 2013

Introduction to Service-Now (SNOW)

User Guide


Table of Contents

1. SERVICE-NOW AT A GLANCE ............................................................................................................................................. 4

2. ACCESSING SERVICE-NOW ................................................................................................................................................ 4

3. USER ROLES ...................................................................................................................................................................... 5

3.1. END USER ACCESS VIA THE EMPLOYEE SELF-SERVICE PORTAL ...................................................................................... 5

3.2. SUPPORT USER ACCESS VIA SERVICE-NOW ................................................................................................................... 6

4. ITIL HOMEPAGE ................................................................................................................................................................ 7

5. SYSTEM FIELDS AND OPTIONS .......................................................................................................................................... 8

5.1. COLOUR TAGS ON FORMS ............................................................................................................................................ 8

5.2. PREDICTIVE SEARCH ..................................................................................................................................................... 8

5.3. HOVER OVER CAPABILITIES .......................................................................................................................................... 9

5.4. TOOL TIPS ..................................................................................................................................................................... 9

5.5. ACTIVITY LOG ............................................................................................................................................................. 10

5.6. JOURNAL FIELDS ......................................................................................................................................................... 10

6. SERVICE-NOW MODULES ................................................................................................................................................ 11

6.1. DEFAULT MODULES .................................................................................................................................................... 11

6.2. SELF SERVICE .............................................................................................................................................................. 11

6.3. SERVICE DESK ............................................................................................................................................................. 12

6.4. INCIDENT MODULE ..................................................................................................................................................... 12

6.5. PROBLEM MODULE .................................................................................................................................................... 13

6.6. CHANGE MODULE ...................................................................................................................................................... 13

6.7. RELEASE MODULE ....................................................................................................................................................... 13

6.8. CONFIGURATION MODULE ......................................................................................................................................... 14

6.9. SERVICE REQUEST CATALOGUE MODULE ................................................................................................................... 14

6.10. KNOWLEDGE BASE MODULE ...................................................................................................................................... 15

7. VIEWS ............................................................................................................................................................................. 15

7.1. OVERVIEW .................................................................................................................................................................. 15

7.2. PERSONALISED COLUMNS .......................................................................................................................................... 16

7.3. BASIC FILTERING ......................................................................................................................................................... 16

7.4. GROUPING AND SORTING .......................................................................................................................................... 17

7.5. EXPORTING RESULTS .................................................................................................................................................. 17


8. SEARCH OPTIONS............................................................................................................................................................ 18

8.1. HOMEPAGE SEARCH OPTIONS .................................................................................................................................... 18

8.2. GENERAL SEARCH OPTIONS ........................................................................................................................................ 19

8.3. ADDING FILTERS ......................................................................................................................................................... 20

8.4. SAVING FILTERS .......................................................................................................................................................... 21

8.5. RUN SAVED FILTERS .................................................................................................................................................... 22

8.6. EDIT SAVED FILTERS .................................................................................................................................................... 23

9. CREATING LABELS ........................................................................................................................................................... 24

10. ATTACHMENTS ........................................................................................................................................................... 25

10.1. ADDING ATTACHMENTS ............................................................................................................................................. 25

10.2. REMOVING ATTACHMENTS ........................................................................................................................................ 26

11. REPORTS ..................................................................................................................................................................... 26

11.1. DEFAULT VIEW ........................................................................................................................................................... 26

11.2. VIEW, CHANGE AND SAVE A REPORT .......................................................................................................................... 27

11.3. CREATE A NEW REPORT .............................................................................................................................................. 28

11.4. SCHEDULE A REPORT .................................................................................................................................................. 29

11.5. SCHEDULED REPORTS ................................................................................................................................................. 30

11.6. ITIL KPI REPORTS ........................................................................................................................................................ 31

12. MY PROFILE ................................................................................................................................................................ 32

12.1. NOTIFICATION PREFERENCES ..................................................................................................................................... 32

12.2. ADDING DELEGATES ................................................................................................................................................... 33


Introduction to Service Now User Guide v1.0 4

1. Service-Now at a glance

Service-Now is the IT Service Management tool designed to meet service management needs for Anglo

American IT end users. All Anglo American employees will be using Service-Now to submit and track

their service requests and incidents. Service-Now is a web based tool and can be easily accessed

through any web-browser.

Service-Now is integrated with Active Directory (AD) hence your Service-Now (SNOW) password will be

same as your domain password.

2. Accessing Service-Now

Open Internet Explorer

Type the Service-Now URL in the address bar

https://hclangloprod.service-now.com

The login page will be displayed.

Enter you r Active Directory user ID and password

Click Login

Add it to your favourites bar

by clicking the icon OR

click Favourites and then

Add to favourites.



3. User Roles

There are two types of users in Service-Now:

End User All Anglo American users will be able to access the Service-Now Employee

Self-Service portal. Service-Now is integrated with the Anglo American Active Directory and

all users will be able to access the portal by using their normal Active directory id and

password. Users can log incidents and service requests from the SNOW ESS portal. Anglo

American Service Owners can also use the portal to approve changes or service requests.

Support User IM support staff that has to manage IM services e.g. managing Incidents will

have access to Service-Now IT Service Management Suite. This type of access requires that a

Service-Now license is issued to the user and the ITIL role allocated to the user profile.

3.1. End User access via the Employee Self-Service Portal

When a person with the End User role access Service-Now they will have be routed to the Employee

Self-Service Portal. From here they can request IM Services or track progress of existing tickets /

Accept or Reject solutions and complete the Satisfaction Survey. Service Owners will be able to

approve changes from the portal.



3.2. Support User access via Service-Now

When a person with the Support role access Service-Now they will have be routed to the Service-Now

IT Service Management Suite (ITIL Homepage).



4. ITIL Homepage



5. System fields and options

5.1. Colour Tags on forms

There are three different types of color tags being used in Service-Now forms:

5.2. Predictive search

The system searches and prompts various possible options as you type information in a field. This

predictive search capability is available for fields which have search icon besides them.

Requestor field allows searching by name or email id.



5.3. Hover Over capabilities

You can see more information about the subject in the field by hovering over Information icon next to

the field.

This icon is present near multiple fields, (requester, company, assignment group, etc..)

5.4. Tool tips



5.5. Activity Log

The activity log captures entries and changes on the ticket.

5.6. Journal fields

Additional Comments: Free text field. Entries, once saved, are appended to the Activity log.

Entries made in the Additional comments field are viewable by the Customer.

Work Notes: Free Text field. Entries, once saved, are appended to the Activity log. Entries made

in the Work Notes field are NOT viewable by the Customer.



6. Service-Now Modules

6.1. Default Modules

6.2. Self Service



6.3. Service Desk

Labeled Service Desk but used by all support staff. You will have access to all tickets assigned to you

or your group as well as your pending approvals.

6.4. Incident Module



6.5. Problem Module

6.6. Change Module

6.7. Release Module



6.8. Configuration Module

6.9. Service Request Catalogue Module



6.10. Knowledge Base Module

7. Views

7.1. Overview



7.2. Personalised Columns

7.3. Basic Filtering



7.4. Grouping and sorting

7.5. Exporting results



8. Search Options

8.1. Homepage Search Options



8.2. General Search Options



8.3. Adding filters



8.4. Saving filters



8.5. Run saved filters



8.6. Edit saved filters



9. Creating Labels

Depending on the module there are different actions available on selected rows.

When you select Assign Label a new label will be created under the Navigation panel.

Be careful you cannot delete these labels later (only Administrator can remove them)

Documents

Introduction to Service Now User Guide