ServiceNow Knowledge Sources - 2021 09 01

Knowledge Sources to Go
Release: Quebec
Author: Maik Skoddow
Updated: September 2021
© 2020 ServiceNow, Inc. All rights reserved.
ServiceNow and the ServiceNow logo are trademarks of ServiceNow, Inc. All other brand and product names are trademarks or registered trademarks of their respective holders. 1
Contents
About this Document................................................................................................................................ 7
Introduction ................................................................................................................................................ 9
Overview / Fundamentals .................................................................................................................... 9
Locations / Resources ......................................................................................................................... 10
Configurations vs. Customizations ..................................................................................................... 13
Establishing and Running a ServiceNow Platform ........................................................................... 15
Releases .................................................................................................................................................... 19
Rome (2021) *** .................................................................................................................................... 19
Quebec (2021) ..................................................................................................................................... 21
Paris (2020) ............................................................................................................................................ 24
Platform Administration .......................................................................................................................... 25
Overview / Fundamentals .................................................................................................................. 25
Basic Configurations & Maintenance ............................................................................................... 25
Instance Health **** ............................................................................................................................. 27
Internationalization / Localization / Translation ............................................................................... 29
Upgrading & Patching ........................................................................................................................ 31
Transferring Data between ServiceNow Instances ......................................................................... 34
Instance Data Replication (IDR) .................................................................................................... 35
Remote Instance Spoke .................................................................................................................. 35
XML-based data transfers ............................................................................................................... 36
Update Sets ...................................................................................................................................... 37
Import Data from external Sources ................................................................................................... 38
Performance ........................................................................................................................................ 39
Cloning .................................................................................................................................................. 42
Security .................................................................................................................................................. 42
Domain Separation ............................................................................................................................. 45
Instance Management at Now Support .......................................................................................... 47
Subscription Management & Licensing ............................................................................................ 48
Now Platform & App Engine .................................................................................................................. 50
Overview / Fundamentals .................................................................................................................. 50
Advanced Work Assignment ............................................................................................................. 52
Agent Workspace................................................................................................................................ 53
AI Search............................................................................................................................................... 54
Automated Test Framework (ATF) ..................................................................................................... 56
Common Service Data Model (CSDM) ............................................................................................ 58
Communication & Collaboration ...................................................................................................... 60
Configuration Management Database (CMDB) ............................................................................ 62
Overview / Fundamentals .............................................................................................................. 62
Identification and Reconciliation engine (IRE) *** ....................................................................... 65
CMDB Health .................................................................................................................................... 65
IntegrationHub ETL ........................................................................................................................... 66
Query Builder .................................................................................................................................... 67
Dashboards .......................................................................................................................................... 68
Flow Designer & IntegrationHub ........................................................................................................ 70
Flow Designer.................................................................................................................................... 70
Flow Designer vs. Workflows ............................................................................................................ 72
IntegrationHub ................................................................................................................................. 73
Guided Tours ........................................................................................................................................ 76
Knowledge Management .................................................................................................................. 77
MID Server ............................................................................................................................................. 80
Mobile Experiences ............................................................................................................................. 82
Now Mobile App .............................................................................................................................. 83
Mobile Agent App ........................................................................................................................... 83
Mobile Onboarding App ................................................................................................................ 85
Natural Language Understanding (NLU) .......................................................................................... 86
Orchestration ....................................................................................................................................... 87
Performance Analytics (PA) ............................................................................................................... 88
Predictive Intelligence (PI) .................................................................................................................. 93
Process Automation Designer (PAD) ................................................................................................. 96
Reporting .............................................................................................................................................. 97
Service Catalog & Request Management..................................................................................... 101
Service Portal ...................................................................................................................................... 102
Overview / Fundamentals ............................................................................................................ 102
Development ................................................................................................................................. 104
Surveys ................................................................................................................................................ 110
Virtual Agent ...................................................................................................................................... 110
Visual Task Boards .............................................................................................................................. 113
Workflows ............................................................................................................................................ 114
Workflows vs. Flow Designer .......................................................................................................... 115
Development ......................................................................................................................................... 116
Overview / Fundamentals ................................................................................................................ 116
Create Platform Applications .......................................................................................................... 117
Create Mobile Applications ............................................................................................................. 120
Tools ..................................................................................................................................................... 123
Visual Studio Code ......................................................................................................................... 123
ServiceNow Studio ......................................................................................................................... 124
App Engine Studio ......................................................................................................................... 125
UI Builder .......................................................................................................................................... 126
Technologies ...................................................................................................................................... 127
Logging & Debugging ................................................................................................................... 127
JavaScript ....................................................................................................................................... 129
Jelly .................................................................................................................................................. 130
Server-side Scripting ....................................................................................................................... 130
Client-side Scripting ....................................................................................................................... 132
Scripted REST APIs ........................................................................................................................... 132
Now UI Experience Framework .................................................................................................... 133
Customer Service Management (CSM) ............................................................................................. 135
Proactive Customer Service Operations ........................................................................................ 138
Communities ...................................................................................................................................... 139
IT Service Management (ITSM) ............................................................................................................ 141
Service Level Management ............................................................................................................. 142
Incident Management ..................................................................................................................... 144
Problem Management ..................................................................................................................... 146
Change Management ..................................................................................................................... 146
Continual Improvement Management (CIM) ............................................................................... 148
Walk-up Experience .......................................................................................................................... 149
IT Business Management (ITBM) ........................................................................................................... 151
Agile Development 2.0 & SAFe ........................................................................................................ 152
Test Management 2.0 ....................................................................................................................... 154
Application Portfolio Management (APM) .................................................................................... 154
Investment Funding ........................................................................................................................... 156
Project Portfolio Management (PPM) ............................................................................................. 157
Portfolio Management .................................................................................................................. 160
Alignment Planner Workspace *** ............................................................................................... 161
Demand Management ................................................................................................................. 162
Innovation Management .............................................................................................................. 163
Resource Management ................................................................................................................ 164
Time Card Management .............................................................................................................. 167
IT Operations Management (ITOM) .................................................................................................... 168
ITOM Visibility ...................................................................................................................................... 169
Agent Client Collector for Visibility............................................................................................... 169
Discovery ......................................................................................................................................... 170
Service Mapping ............................................................................................................................ 173
Certificate Inventory and Management .................................................................................... 175
ITOM Health ........................................................................................................................................ 176
Event Management ...................................................................................................................... 176
Agent Client Collector for Monitoring ......................................................................................... 178
AIOps ............................................................................................................................................... 179
ITOM Optimization ............................................................................................................................. 181
Cloud Provisioning and Governance .......................................................................................... 181
Cloud Insights ................................................................................................................................. 182
IT Asset Management (ITAM) ............................................................................................................... 184
Hardware Asset Management (HAM) ............................................................................................ 185
Software Asset Management (SAM) ............................................................................................... 187
Security Operations ............................................................................................................................... 190
Vulnerability Response (VR) .............................................................................................................. 191
Security Incident Response (SIR) ...................................................................................................... 194
Employee Service Management ........................................................................................................ 196
HR Service Delivery (HRSD) ............................................................................................................... 196
Enterprise Onboarding & Transitions ............................................................................................ 198
Employee Service Center ............................................................................................................. 198
Journey Accelerator ...................................................................................................................... 200
Legal Service Delivery (LSD) ............................................................................................................. 201
Governance, Risk & Compliance (GRC) ........................................................................................... 203
Audit Management........................................................................................................................... 205
Policy & Compliance Management ............................................................................................... 205
Risk Management (RM) .................................................................................................................... 208
Vendor Risk Management (VRM) .................................................................................................... 209
Business Continuity Management (BCM) ....................................................................................... 212
Field Service Management (FSM) ....................................................................................................... 215
DevOps ................................................................................................................................................... 218
Financial Services Operations (FSO) ................................................................................................... 222
Telecommunications............................................................................................................................. 224
Telecommunications Service Management .................................................................................. 224
Order Management for Telecommunications ............................................................................... 225
Telecommunications Network Performance Management ........................................................ 225
About this Document
Motivation
When I started my ServiceNow journey, I was overwhelmed by the vast amount of information
about that ecosystem and therefore I had no idea where to start. It took several months to
crawl through all the web sites, online courses, videos and articles concerning ServiceNow, but I
cannot expect every new onboarded team member to spend as much time on it as I did. And
so, I started to sort and write down all the sources I had found. As a result, the following
collection of knowledge sources was created. And I decided to use a text document as output
media since it is easier to publish and transport a single file than to offer and maintain
everything online.
Selection criteria
Since it is impossible to list all existing sources, it was necessary to undergo a selection process
for all findings. The most important criterion was the free and unrestricted availability via a
permanent internet URL. Nevertheless, it may happen that you need a (free) ServiceNow
account for certain content, but basically this is a pre-condition if you want to get closer to
ServiceNow. The second selection criterion was topicality. It makes no sense referencing
content that is outdated by now. And finally, the selection is always somewhat subjective,
which is quite normal in my opinion. If you have different selection criteria feel free to take this
document as a basis and adopt it to your needs.
Chapter Structure
After playing around for a while I decided to align the chapter structure largely to the
ServiceNow product portfolio. I hope that this way the reader will quickly find his orientation and
get to the information he is looking for.
Updates
The knowledge around ServiceNow grows daily, so this document will never be finished. As far
as I can, I will continue to maintain it and publish a new version in regular intervals at
ServiceNow Community.
Feedback
If you have any sources that are not listed in this document yet or you have any suggestions for
improvement, please let me know at my Community article or write an email to
maik.skoddow@t-systems.com so I can take care of it. And of course I am also pleased about a
click on "Helpful" at my Community article .
Hints
At entries concerning Now Learning courses you will find the following icons, which indicates
special aspects:
• A lab tube icon indicates that the course offers a pre-configured and personalized
ServiceNow instance.
• The lock icon indicates that this course is only available for users with a partner login and
the contents of these courses mainly address the Pre-Sales and the Sales role.
• Courses marked with an icon are not free and have to be paid.
• Entries ending in (K20) or (K21) represent Knowledge Sessions from the corresponding year.
For the current year, the sessions are available on the NowLearning portal as a lab including
a lab instance.
Introduction
ServiceNow was founded in 2004, stepped foot in the ITSM (Information Technology Service
Management) field and provided competition to established players like IBM and HP. Today it is
not just limited to ITSM, even though it still forms a major part of its revenue. Now, it is diversified
into 5 major services which include IT, Security, HR Service Delivery, Customer Service and
Business Applications. ServiceNow is an integrated cloud solution which combines all these
services in a single system of record.
Overview / Fundamentals
What Where to find Description
What is Youtube Introduces the ServiceNow platform to new users.

ServiceNow and Explains essential concepts such as cloud-based,
How Can It Help platform as a service, instance, integrated
Me Do My Job? applications, and single source of record.
Demonstrates how workflow automation
facilitates work, by role.
What is Youtube Michael Lombardo, CEO of GlideFast Consulting

ServiceNow? and Pharicode, explains what ServiceNow is. This
video will help you understand the ServiceNow
platform and what can be done with it.
Platform Youtube Provides a technical overview of the ServiceNow

Architecture platform architecture, explaining the concepts of
application platform as a service, system of
action, enterprise cloud, multi-instance
architecture, availability, redundancy, backups,
security, and domain separation.
ServiceNow Youtube Two valuable video series to get a quick overview

Foundations & • Foundations of what ServiceNow is and what it can do for its
Essentials • Essentials customers.
Get Started with ServiceNow An introduction to the Now Platform to help most
the Now Platform Learning Portal users learn the essentials. This is the ideal course to
serve as a prerequisite to other courses and
classes, especially for process users.
Get Started with ServiceNow From searching, to creating records, viewing them
the Now Platform Learning Portal as a list or generating a report. This simulator will
Simulator provide you the practise to get started with using
the Now Platform.
ServiceNow Basics ServiceNow In this module, you will learn the basics of the
Developer Portal ServiceNow user interface which includes UI
components, navigation, lists, and forms.
Locations / Resources
What / Where to find Description
by ServiceNow
ServiceNow Website Here you can learn more about the ServiceNow products
and explore solutions to common problems, by use case or
by industry. You can also find out about the benefits of the
ServiceNow platform and view demos.
ServiceNow WebSite: Find and download data sheets, white papers, case
Resource Center studies, webinars, videos and more.
ServiceNow WebSite: Listen to ServiceNow on‑demand webinars at any time.

On-demand webinars
ServiceNow WebSite: The ServiceNow Customer Success Center provides

Customer Success Center playbooks, answers, roadmaps, role-specific content, and
essential resources, all easily accessible through an
advanced, filter-enhanced search engine. Along with
these advantages, the Customer Success Center
incorporates the Now Value Methodology, proven to
accelerate success. Combining valuable resources and
expert content all in one place, the customer success
center is your destination for customer success.
ServiceNow Workflow Blog “At Workflow, we cover the evolving relationship between
people and technology at work. We seek to understand
how companies and individuals can prosper by harnessing
the immense power of big data, machine learning and
advanced analytics. We publish regular insights about the
future of work, backed by original research and reporting.”
ServiceNow Experiences Explore these interactive examples of how customers are

using the Now Platform to transform their business
processes into digital workflows that create great
experiences and unlock productivity.
ServiceNow Support Portal Use the search field to search multiple resources like
product documentation, knowledge base, community,
(formerly known as HI Portal) and more. When you sign in with your customer account
you can create and manage cases, upgrade and
manage your customer instances as far as activate and
deactivate plugins for them.
For more information about using the HI Portal see
Knowledge Article or watch a video on Youtube.
ServiceNow Community Portal The Community It’s an interactive space for customers,
partners, and employees to engage, connect, collaborate
and share their knowledge of ServiceNow products and
services. The Idea Portal allows you to collaborate and
vote on top ideas for ServiceNow product enhancements.
For more information about using the Community watch a
video on Youtube.
ServiceNow Developer Portal The Developer Portal supports the efforts and growth of the
ServiceNow developer community with self-paced training,
documentation and more. You can also sign up for a free
ServiceNow developer instance (PDI) to test and improve
your skills.
ServiceNow Documentation All the product documentation for the ServiceNow

Portal platform and ServiceNow applications you can find here.
Normally this portal is your very first starting point for diving
deeper into ServiceNow knowledge.
ServiceNow Learning Portal With Now Learning, you can improve your skills and
accelerate your career. Access all the training activities
you want including on-demand content, micro-
certifications, hands on labs, and a full portfolio of
instructor led courses.
Further information can be found at under a Blog post by
ServiceNow
ServiceNow Now Create Portal Now Create provides a prescriptive methodology, leading
practices, and accelerators, through an intuitive user
experience to create exceptional business outcomes faster
and with less risk.
For more information about using Now Create attend
corresponding course at the ServiceNow Learning Portal.
ServiceNow Partner Portal Sign-in to access the latest information, tools, and
resources for partners.
ServiceNow Store Check out the ServiceNow store to see what other
companies have developed and get inspired. If you need
something right away you can purchase certified, ready-
to-deploy apps right here.
ServiceNow Share Share is a dedicated section of the Developer Site for

members to share their utilities, scripts, and applications
created on the Now Platform. Share is a community of
developers freely sharing their content, questions, and
solutions with one another. Engagement and community
culture are what make Share a great place for developers
who are building applications on the Now Platform.
ServiceNow Podcasts ServiceNow Podcast Program hosted by various

ServiceNow experts and professionals covering different
focus areas and a broad variety of topics. Come listen to
our experts talk about what's going on at ServiceNow. Join
the conversation!
ServiceNow Company Blog Read how ServiceNow makes work, work better for people
on the Official ServiceNow Blog.
ServiceNow Developer Blog Written with heart by the developer program team.
Youtube Channels Follow or subscribe to all the ServiceNow channels on

• ServiceNow Youtube and always get the latest news and updates.
• ServiceNow Support
• ServiceNow Community
• ServiceNow Dev Program
• ServiceNow Events
Social Media Channels Connect with ServiceNow on your favorite social media
• Facebook platform.
• Twitter
• Instagramm
• LinkedIn
ServiceNow Developer Meet up with colleagues in your area to learn the tips and
Meetups tricks of ServiceNow Application Development. Get
support from the community of developers, the Developer
Program, and ServiceNow employees and partners. Think
of it as a year-round CreatorCon that happens in your own
town. Network with, learn from, and bond with the
community of like-minded professionals in the ServiceNow
developer ecosystem.
by others
Slack Developer Community Get an invitation over http://snowslack.herokuapp.com/
Blogs & Articles

• ServiceNow Elite
• snhackery
• SN Pro Tips
• jace.pro
• serviceportal.io
• SNC Development
• ServiceNow Interests
• ServiceNow Think
• snScholar
• cloudminus89.com
• Andrew Albury-Dor
• Code Creative
• parsec
• Pathways Consulting Group
• Nelson Frank
• ServiceNow Tipps
• AshleySN
• Glide Center
• Sam’s ServiceNow
Adventures
• SN Scout
• snow underground
Configurations vs. Customizations

With business-smart customization, your decisions about customization always start with a value
perspective: Does the business value promised by customization outweigh the risk it presents, in
terms of your technical debt and upgradeability? Customers who adopt this approach are able
to take better advantage of the Now Platform’s powerful capabilities while maintaining a
healthy and well-managed instance.
Instance ServiceNow Important aspects of Customizations given by

Customization Support Portal ServiceNow
FAQ & Guidelines
Business-smart ServiceNow When you complete the steps in this workbook, you’ll
customization WebSite have:
• Clearly defined governance measures that limit
customization to clear business needs
• An application development strategy that allows
you to scale development in support of new
customization that also keeps your keep technical
debt and complexity to a minimum
• A portfolio management strategy that keeps
customization limited to current business need and
that eliminates any unnecessary customization
“Business-smart” Youtube This video provides an overview of how to balance

customization value and risk with platform customizations.
What are the ServiceNow • What criteria should I use to determine whether to
best practices for Website customize?
customization? • If I do decide to customize, what technical best
practices should I follow?
• What best practices should I follow for custom
integration requirements?
• How do I deal with customizations when I upgrade?
ServiceNow ServiceNow Article by pierrondi:

Definition of Community
“When considering enterprise software of any type, it is
Customization Portal
important to understand the difference between
and
configuration and customization as well
Configuration
personalization in the right context.”
Customization - a ServiceNow Article by Dhruv Gupta:

thing one should Community
“Recently I was with one of the clients. I will not be
not be afraid of !! Portal
disclosing her name but for the sake of convenience
let us call her Ms. Annie. We were in a discussion of a
story related to ITSM implementation. Therefore, for
that story, I told her this would be minor customization
and we can easily achieve this. And as soon as she
heard the word “CUSTOMIZATION” she was like …”
Configuration vs. Youtube Customization — the most dreaded word on the

customization: ServiceNow platform. But what exactly makes a
Which is it? configuration a configuration, and a customization?
The rules aren't always clear. In this session, we'll move
beyond the traditional argument and instead explore
criteria by which we can properly assess the risk of an
implementation choice.
Establishing and Running a ServiceNow Platform
Where to start the ServiceNow This Success Playbook will show you how to
implementation Website correctly approach the implementation roadmap,
journey with build adoption momentum and capture early ROI,
ServiceNow sustain and grow value by implementing the right
reference architecture and prerequisites.
Achieve business ServiceNow ServiceNow’s Best Practice Center of Excellence,

outcomes with Support provides prescriptive, actionable advice to help
ServiceNow's proven Portal you maximize the value of your ServiceNow
best practices investment. Think of these expert-validated
resources as the collective advice of the
ServiceNow ecosystem, extending the power to
your team.
Get started with ServiceNow When you complete the steps in this workbook,
ServiceNow Website you’ll have ServiceNow governance that:
governance • Structures how your decision-making groups (i.e.
governance boards) make informed decisions
that guide how you deliver value with the Now
Platform.
• Ensures that ServiceNow projects and
investments align with your strategy, oversees
how you manage your ServiceNow portfolio,
and defines what policies must be followed to
ensure platform stability;
• Improves over time – by measuring and
improving governance process efficiency – to
ensure that governance delivers value without
becoming burdensome ‘red tape’.
ServiceNow ServiceNow To properly support current and future service

Governance WebSite offerings, transform and elevate the use of
Framework ServiceNow with strategy and management of the
ServiceNow program rather than simply
implementing yet another tool. This guide is
intended to provide a holistic recommendation for
proper governance, which will enable
organizations to be strategic in the use of
ServiceNow.
Establish ServiceNow Youtube This video provides an overview of how to establish

Governance ServiceNow governance at your organization.
Build organizational ServiceNow This Success Playbook provides effective methods

support for enterprise Website to gain support, sponsorship, and, ultimately,
services adoption of enterprise services among business
transformation partners and executives beyond IT, by showing you
how to:
• Understand your partners’ business challenges
and how they can be addressed with
enterprise service management (ESM)
• Identify the targeted use cases tied to business
priorities and make them tangible through
prototypes, proofs of concept, and pilots
• Make your organization aware of your
successful ESM initiatives to gain support from
executive sponsors and increase demand
across the enterprise
Build a dedicated, ServiceNow This Success Playbook will teach you how to
dynamic governance Website establish governance so you can be certain that
process, policies, and the way you’re using ServiceNow achieves your
team business objectives. You’ll learn to:
• Assign the people who need to be involved and
responsible for setting up ServiceNow
governance authorities, processes, activities,
and policies
• Define how key decisions are made with respect
to how you define - and adhere to - your
ServiceNow roadmap, your platform
management and stability, and how you
manage your portfolio of ServiceNow
capabilities
• Plan to continually improve your ServiceNow
governance over time
Stand up a ServiceNow This Success Playbook will guide you in developing

ServiceNow Center of Website a blueprint for a ServiceNow Center of Excellence
Excellence and and Innovation (CoEI), including:
Innovation • How to define a charter, organizational
structure, and operating model that will drive
your vision for ServiceNow to digitize workflows.
• How to position the CoEI to engage effectively
with key stakeholders who will help you realize
value from ServiceNow: your business partners,
service owners, and process owners.
• How to resource and run your CoEI so it can
improve scale, velocity, and risk management
for ServiceNow.
Manage application ServiceNow This Success Playbook will teach you how to build
development on the Website your organization’s ability to realize value from
Now Platform application development on the Now Platform.
You’ll learn:
• How to build effective capabilities for managing
application development
• How to scale your application development
capabilities on ServiceNow
Managing application Youtube This video outlines how to deliver workflow apps at
development on the scale on the Now Platform.
Now Platform
Build an internal team ServiceNow Get ready to learn the effective methods for
of ServiceNow experts Website building ServiceNow and service management
and train users expertise at your organization. This playbook will
help you manage ServiceNow as a program of
action and transformation, and it’ll help you:
• Determine the team of experts you need to
support the Now Platform and the training
required to build this team’s ServiceNow
expertise
• Identify what you need to know to train process
users and the broader organization of users
• Understand the need for career development
and learning as ongoing activities
Build a ServiceNow Youtube This video outlines the challenges associated with
platform team building a platform team and how to overcome
them.
Stand up a Youtube This video provides an overview of how to stand up

ServiceNow Center of a ServiceNow Center of Excellence and Innovation
Excellence and (CoEI).
Innovation
Developing a center Youtube Discover how governance and the Center of

of excellence and Excellence for ServiceNow drive business outcomes
innovation to support across your enterprise. This will be a prescriptive
your enterprise session on how to build a strong executive steering
committee, governance operating model, and
center of excellence. We'll share lessons learned
from several organizations — across people,
process, and technology.
Managing Now Youtube This video provides an overview of the ServiceNow-

Platform Demands recommended approach to managing Now
Platform demand – be it for new products, or
enhancements.
Implementing Youtube
integrations with
ServiceNow
Releases
Versions of ServiceNow stretch back over two decades, when the company (which had
recently changed its name from Glidesoft) rolled out a version labeled ‘Summer 2007’. What
followed was a periodic release schedule, which saw the release of up to three different
versions of ServiceNow each year. At this point, between 2007 and 2011, ServiceNow releases
had not yet adopted a city-based naming scheme and were instead named after the seasons
(later months) in which they were released. After October 2011, the naming convention of
ServiceNow versions changed to follow a different pattern. The new approach sees each
edition receive its designation based on a city and following alphabetical order. The first world
city to be honored was Aspen in 2012 with Berlin following.
Rome (2021) ***

..
Release Notes ServiceNow Entry point to the official release notes

Documentation Portal documentation.
Removed features ServiceNow Cumulative release notes summary on features

and products Documentation Portal that were removed from Quebec features and
products.
Changes to plugins ServiceNow That page lists new plugins in the Quebec
Documentation Portal release and existing plugins that were
deprecated, planned for deprecation, renamed,
or changed in some way.
Fact Sheet ServiceNow

Community Portal
Collected Links of ServiceNow

Interest Community Portal
Developer ServiceNow This post is being continually updated with links

Resources Developer Blog to our Rome Release topic blog posts, Break
Point podcasts, and Creator Toolbox (CTB), Live
Coding Happy Hour (LCHH), and other video
content.
TechNow Ep 88 | Youtube The Rome release is coming! This is your chance

Welcome to the to find out what hot new platform features are
Now Platform coming to make building on the platform easier
Rome release than ever before. Join us as we take a look at
features some new features as well as updates to your
favorites to make them even better!
Preview Trainings ServiceNow Learning Portal

• Upgrades
• Now Platform
• CMDB / CSDM
• IT Service Management (ITSM)
• IT Business Management (ITBM)
• IT Operations Management (ITOM)
• IT Asset Management (ITAM)
• Customer Service Management (CSM)
• Security Operations (SecOps)
• Field Service Management (FSM)
• GRC: Integrated Risk Management (IRM)
• HR Service Delivery (HRSD)
• Financial Services Operations (FSO)
• Legal Service Delivery (LSD)
• Procurement Service Management (PSM)
• Connected Operations
• Telecommunications (Telco)
• Workplace Service Delivery (WSD)
• DevOps
Delta Trainings ServiceNow Learning Portal

• Now Intelligence
• Cloud Insights
• Governance, Risk and Compliance (GRC)
• Customer Service Managment (CSM)
• Field Service Operations (FSO)
• Workplace Service Delivery (WSD)
• DevOps
• Telecommunications (Telco)
Quebec (2021)
The Now Platform is the platform of platforms for 21st century enterprises that helps organizations
build the future of IT at speed, proactively manage security, risk and cost, create engaging
employee experiences, boost customer loyalty and build connected cross-enterprise workflow
apps fast. With the Quebec release, organizations are even more empowered to deliver digital
workflows that connect people, functions and systems to:
• Accelerate innovation
• Increase agility
• Enhance productivity

Documentation documentation.
Portal
Removed features ServiceNow Cumulative release notes summary on features that

and products Documentation were removed from Quebec features and products.
Portal
Changes to plugins ServiceNow That page lists new plugins in the Quebec release
Documentation and existing plugins that were deprecated, planned
Portal for deprecation, renamed, or changed in some way.

Community
Portal
Collected Links of ServiceNow

Interest Community
Portal
Quebec Upgrade Kit ServiceNow We created this upgrade kit to make it easy for you
Website to learn about the exciting new features in the
Quebec release. Here’s what’s included:
• A ready-to-use presentation that will give you
and your team and overview of the latest
innovations
• A playlist of links and demos to help you get up
to speed fast
• A complete list of resources to ensure a seamless
upgrade experience
Blog posts from ServiceNow

ServiceNow Developer Blog
Developers
TechNow Ep 83 | Youtube Our Quebec release puts more power at your

Welcome to the fingertips with new and updated Now Platform
Quebec Now features. Join the TechNow team as they discuss
Platform features Quebec features like: Improved ways to integrate
between systems, Enhancements that make it easier
to create and maintain workflows, new UI builder
tools, many additional enhancements to make it
easier and faster to develop
Platform Foundation Youtube This week's session will be a Review of what was new
Academy Session #1: in the Quebec release for the Now Platform.
What's new in
Quebec for the Now
Platform?
Quebec Quickies Youtube Series of short videos to introduce the new features
in Quebec.
Let's Workflow IT - Youtube Series of videos which go more into detail regarding
Quebec Updates Quebec updates across the ServiceNow products.
Quebec Process Youtube On this episode, join Andrew, and Brad as they
Optimization explore the new Process Optimization application
available in Quebec.
Quebec Upgrade Youtube Join Brad Tilton as he shows us preview upgrade

Features feature introduced in Paris, and some of the new
upgrade capabilities in the Quebec release.
AI Search in Quebec Youtube On this episode, we will explore setting up and using
the new AI Search capability released in Quebec.
TechByte – What’s Youtube

new in Quebec … • Integrated Risk Management
• IT Asset Management
• Security Operations
• ITOM Cloud Provisioning and Governance
• ITOM Visibility & Health
• IT Business Management
Preview Trainings ServiceNow Learning Portal

• Highlights
• Now Platform
• App Engine
• CMDB
• Now Upgrades
• Customer Service Management (CSM)
• Integrated Risk Management (IRM)
• Financial Services Operations (FSO)
• Procurement Service Delivery
• Telecommunications
• Safe Workplace Suite
• Workplace Service Delivery
• DevOps
Delta Trainings ServiceNow Learning Portal

• Now Platform / App Engine / Workflows
• CMDB and CSDM
• Governance, Risk and Compliance (GRC)
• Customer Service Managment (CSM)
• Workplace Service Delivery
• Safe Workplace Suite
Paris (2020)
Organizations today need to fuel business agility and resilience to drive growth, strengthen
business continuity, and enhance employee productivity. With the Now Platform Paris release,
organizations can optimize IT productivity and cost, drive customer loyalty, deliver employees
the right experiences anywhere, and create new workflow apps fast.

Portal

Community Portal
Collected links of ServiceNow

interest Community Portal
TechNow Ep77 | Review jacep.ro A written review of the features shown

of Paris Features at TechNow Episode 77
Blog posts from ServiceNow

ServiceNow Developers Developer Blog
Now Platform Paris ServiceNow Partner

Release Resources Portal
Platform Administration
This chapter summarizes all administrational topics related to the operation of a ServiceNow
platform.
ServiceNow Basics ServiceNow In this module, you will learn to:

Developer • Obtain and log into a Personal Developer
Portal Instance (PDI)
• Identify the components of the ServiceNow user
interface
• Open modules using the Application Navigator
• Use lists to open records for editing
• Use filters to display a subset of a table's records
• Open and use forms to create and edit records
ServiceNow ServiceNow ServiceNow Fundamentals is the starting point for all

Fundamentals Learning roles to begin their ServiceNow journey. Whether
Portal you are looking for a quick introduction to the Now
Platform, or are preparing for your Certified System
Administrator (CSA) exam, this path is designed to
target your exact needs. Based on your role, you
can decide how far you want to explore this FREE
on demand course.
Additional ServiceNow Attend this course to learn the fundamentals of

ServiceNow Learning administering and developing.
Fundamentals Portal
Content
Basic Configurations & Maintenance
Configuring your Youtube Provides an overview on how to setup your

instance with instance, using guided setup.
guided setup
Branding ServiceNow Learn about how to apply specific branding to the

Overview Learning Portal Now Platform. Branding the Now Platform creates a
shared identity to build trust and rapid adoption. It
also offers an easy way to distinguish between
instances, such as the development and
production instances. This course provides the steps
needed to complete the branding tasks.
Introduction to ServiceNow Themes apply style settings to a portal to give your

ServiceNow Learning Portal site a consistent look and feel across all pages.
Themes Themes serve to provide consistent branding across
your entire portal. This course will explore the
different methods that you can use to apply
Themes to your ServiceNow instance.
How can I see ServiceNow Article by ServiceNowPerformanceGTS:

statistics Community
“The Paris release now supports viewing metrics for
(xmlstats.do & Portal
all nodes in one place and this article describes
stats.do) for all
how to configure it.”
my nodes?
All the logs ServiceNow The System Logs module provides a variety of logs
Support Portal that you can use to troubleshoot and debug
transactions and events that take place within the
instance
Logs and Queues ServiceNow Reviewing queues and logs during development
Best Practices Developer Portal can help identify any issues that may not be
immediately apparent. Uncorrected issues can
cause performance problems and unexpected
results. The goal is to achieve zero error and
warning log entries to ensure the highest quality
development.
Options to ServiceNow If you note that sys_json_chunk table is one of

maintain/cleanup Support Portal the top 10 tables (by disk size) using the Service
Flow Designer Catalog - Database footprint or if Support has
table reached out to you via a case on Disk space alerts
sys_json_chunk where sys_json_chunk table is a fast-growing
table, please review the options in this KB to
mitigate the growth and/or cleanup.
Dataloss ServiceNow The goal of this article is to educate customers and

Prevention / Support Portal provide comprehensive information on Data
Reduction Manipulation. It includes unintended mass deletes
or updates.
How should I ServiceNow

archive my Website
historical data?
Instance Health ****

We all have had that question, "Is there something wrong with the ServiceNow Instance?" A
coworker may ask this question because of a slow machine or issues with the network. System
administrators still have to hunt down the reason for their inquiry and it's time-consuming.
Wouldn't it be nice to have data that points out issues that potentially could be a problem?
Health Scan
Fact Sheet "How ServiceNow ServiceNow HealthScan is a system for evaluating

does HealthScan WebSite the configuration and customization of ServiceNow
help me manage instances. HealthScan delivers both insights into the
my instance health of the Now Platform as well as guidance in
health?" key areas related to upgradeability, manageability,
user experience, performance, and security.
Introduction to ServiceNow ServiceNow HealthScan and Platform Health

ServiceNow Learning Portal Center are tools that can help answer questions
HealthScan and about the health of the instance and drive
Instance Scan informed decisions.
Instance Scan
Product ServiceNow Entry point to the official product documentation.

Documentation Documentation
Portal
Overview of Youtube Paul Grupe gives a demonstration on Instance

Instance Scan Scan, a new feature in the ServiceNow Quebec
Release.
Instance Scan in Youtube On this episode, join Chuck, Andrew, Mark, and
Quebec Brad Cai as they explore Instance Scan in Quebec.
Creating New Youtube On this episode, Developer MVP Mark Roethof will
Instance Scan join us to explore how we can automated instance
Spokes scan through new IntegrationHub spokes.
Writing custom ServiceNow Instance Scan to interrogate your instance for

instance scan Learning Portal configurations that indicate health issues and
checks (K21) identify opportunities to address best practices. In
ServiceNow this session, we will learn how to create custom
Developer Portal Instance Checks specific to your Custom Apps or
Organization.
Instance Troubleshooter
Instance ServiceNow This application allows system administrators to

Troubleshooter Support Portal detect issues in the instance on their own instead of
User Guide opening a case and waiting for assistance from
Technical Support. The process of detecting issues is
automated on the instance. The administrators run
diagnoses themselves which provide crisp and
clear recommendations and related Knowledge
Base articles for the issue detected on the instance.
If the issue is still not resolved, administrators can
create a case for Technical Support.
List of Checks for ServiceNow This KB article lists all the checks in versions 1 and 2
Instance Support Portal of the Instance Troubleshooter application.
Troubleshooter
Instance Youtube Paul Grupe of GlideFast Consulting gives an

Troubleshooter overview of a new Instance Troubleshooter. This was
Demo released recently by ServiceNow and is free at the
time of this recording for all customers.
Ask the Expert - Youtube Join for a demo and Q&A on Instance
Instance Troubleshooter v2.0! In this live session, the
Troubleshooter application product team will show you how the
Application app can help diagnose common issues within your
ServiceNow instance.
Internationalization / Localization / Translation
Localization is an important part of your ServiceNow globalization strategy if you currently - or
will - have users whose preferred language isn’t English. Localization makes sure that your
implementation will offer a frictionless interaction for your users, improve your outcomes by
reducing the impact of miscommunication, and comply with regulation.
Support your Youtube This video provides an overview of how to

globalization with implement multiple languages on the Now
well-planned Platform.
localization
Support your ServiceNow This workbook will help you to identify how to
globalization with Website structure your platform team to implement
well-planned localization, what your accountability and
localization decision-making structure should look like, how to
approach translation, and how to develop, build,
and test so your localization approach provides a
consistent user experience that’s easy to scale.
TechNow Ep 70 | Youtube As your organization grows, it's common that you

Translating your will need to address multiple languages on your
instance instance. Activating plugins is only part of the
solution - there are tables to be aware of,
properties to learn, and scripting practices to
follow. Join the TechNow team as they guide you
through everything you need to know to support a
multi-lingual instance.
Localization ServiceNow As the platform of platforms, ServiceNow provides

Journey Learning Portal powerful capabilities for businesses to present users
with information in the format and language that is
established for their profile. This course provides
guidance on why and how to localize information
for your ServiceNow users. This includes establishing
business objectives and meeting business needs,
details on tables used in the localization process,
demonstrations on localizing with and without
scripting, and finally how to manage long term
scalability of your localized content and
interfaces.
Localization ServiceNow Localization is a platform feature used to configure

Fundamentals Learning Portal the ServiceNow instance to a user's language,
culture or location. Localization settings in
ServiceNow control translation, currency and
locale settings, like date and time in the instance.
Dynamic Translation

Portal
Dynamic Translation Youtube Explains how to use translate forms, emails, and
Overview knowledge articles using Dynamic Translation.
Dynamic Translation Youtube Learn how to enable and use the Dynamic
with ServiceNow Translation feature in ServiceNow platform (in the
New York release). Use Machine Translation to
translate dynamically generated text fields (like
Short description or Activity Stream/log) in Platform
UI and Service Portal.
Integrating with Youtube This video shows how to configure and integrate
Microsoft Azure Microsoft Azure Translator as the main translation
translation service service provider in the Dynamic Translation plugin.
Integrate with IBM Youtube This video shows how to configure IBM Language
translation service Translator as the main translation service provider
in the Dynamic Translation plugin.
Integrate with Youtube A look at how the Dynamic Translation feature

Agent Chat enables a user who speaks one language to chat
with a support agent who speaks another.
Provide global Youtube Today Samantha Santo and Victor Chen of

support with ServiceNow Product Management, give an
Dynamic Translation overview of Dynamic Translation before getting
for Agent Chat into an exercise of how to enable Dynamic
Translation with Agent Chat. This allows agents to
seamlessly support employees from around the
world.
Upgrading & Patching
Upgrading and patching your instance requires planning, testing, and validation. To ensure a
safe and effective upgrade, read the release notes, create upgrade plans, and test your
upgrade on non-production instances before upgrading your production instance.
The ServiceNow ServiceNow The ServiceNow release cycle is designed to

Release Cycle Support Portal provide optimal stability and quality, with the
flexibility to quickly address problems and deliver
new features.
Upgrade Center ServiceNow Entry point to the official product documentation.

Documentation
Portal
Community Forum ServiceNow Ask your questions and get helped.

Community
Portal
Success Pack ServiceNow Now A success pack is a collection of Processes and

Create Portal Assets that, when executed by qualified
ServiceNow practitioners, will deliver successful
outcomes for your project.
Patching and Youtube Overview of the Patching and Upgrade

Upgrades fundamentals on the Now Platform.
Fundamentals
Patching Program Youtube Overview of the ServiceNow Patching Program,

Overview which ensures that customer instances are
optimized for security, performance, and
functionality.
Patching Program ServiceNow This presentation provides an overview of the

Overview Support Portal ServiceNow Patching Program, including logistics
and resources.
Patching Program ServiceNow The ServiceNow Patching Program (SPP) updates

FAQs Support Portal customer instances to required patch versions
throughout the year. With this program, instances
get the latest security, performance, and
functional fixes. Most importantly, patching
remediates known security vulnerabilities and is an
essential component of any patch management
process.
Fact Sheet "How ServiceNow Upgrading to new ServiceNow releases is crucial

do I perform Website to your success. When you stay current, you can
ServiceNow take full advantage of the new products and
upgrades?" capabilities and get the highest levels of security,
availability, and performance.
Perform ServiceNow For faster, effective upgrades, you need proven

ServiceNow Website upgrade processes and tools as well as a
upgrades knowledge of the best ways to make changes to
quicker and more your baseline system, when that's required.
effectively
Perform ServiceNow Each new ServiceNow release brings exciting new

ServiceNow Website capabilities. But when the rubber hits the road,
Upgrades Quicker and it’s time to do the upgrade, customers can
and More get “upgrade anxiety” –they’re unclear on the
Effectively right steps or best practices, and they’re worried
that it’s going to be too time‑consuming. And if
they’ve made significant customizations or
configurations–they’re worried about how those
will affect their upgrade.
Chuck and team will cover a variety of topics on
how to do an effective upgrade, including:
• The five stages of upgrade best practices
• The Automated Testing Framework
• And we have tools and services that can help
customers move forward when they’ve made
significant customizations
Upgrading to a Youtube Describes the process for planning, testing,

new Release communicating, and applying a ServiceNow
release family upgrade.
ServiceNow ServiceNow The important skills for delivering instance changes

Upgrade Essentials Learning Portal effectively include reviewing skipped records, the
Automated Test Framework (ATF), and Debug
Upgrade. You can master the ServiceNow
Upgrade Essentials with the help of the on-
demand courses in this Learning Path. The
Automated Test Framework (ATF) Micro-
certification is also included in the path.
How to manage ServiceNow You can upgrade and patch your instance by
and schedule Support Portal request, as described below, or be automatically
instance upgrades upgraded or patched by ServiceNow.
What’s the process ServiceNow

to review and Website
address skipped
changes?
Best practices for Youtube How do I upgrade twice a year? What can I do to
ServiceNow make ServiceNow upgrade easier? What should I
upgrades do after my instance is upgraded? Get all such
questions answered in this lab. We'll go over
ServiceNow upgrades in a guided step-by-step
process, discuss how upgrades work, cover best
practices, and talk about things to watch out for.
Best Practices for Youtube

Upgrading your
ServiceNow
Instance
How to Use Youtube We discuss when upgrading a ServiceNow

ServiceNow's instance to the latest version, you are going to
Upgrade Monitor want to check out the Upgrade Monitor. We will
cover the Upgrade Monitor and the options it
gives for resolving upgrade conflicts.
TechNow Ep 79 | Youtube Join the TechNow team and their very special
Simplify your next guest, Jivanjot Kaur, Sr. Product Manager for
upgrade upgrades at ServiceNow, as she takes you on a
deep dive into the game changing capabilities to
help you upgrade and fast track your digital
initiatives. We'll look at the new Upgrade Center
and Automated Test Framework.
Quebec Upgrade Youtube Join Brad Tilton as he shows us preview upgrade

Features feature introduced in Paris, and some of the new
upgrade capabilities in the Quebec release.
Managing and Youtube Join upgrade experts from Now Platform to share
planning best practices on planning, scheduling and
upgrades on the managing upgrades on the Now Support Portal.
Now Support Learn how programs such as Early Release and
Portal Upgrade Assist can help you streamline upgrades
and get ahead of the pack. We will show you the
experience live in Now Support, provide best
practices, and take your questions during this
session!
Simplify how you Youtube Join one of our resident upgrade experts as they
preview, assess, share best practices on simplifying how you preview,
and monitor assess, and monitor upgrades using tools like the
upgrades! Upgrade Center which runs on the Now Platform.
Upgrade Center allows you to preview and assess
impact prior to an upgrade, help plan resources for
upgrades, manage skips, assign tasks, track progress
with a Visual Task Board, and more. Once your
upgrade is complete, the Upgrade Center provides a
summary that gives you a visual way of seeing your
skipped changed profile, including a break down by
application.
Transferring Data between ServiceNow Instances
TechNow Ep 71 | Youtube Common questions often asked by Developers and

Move It! Getting Architects "Where's the missing update?", "Why can't
Data and Code my user see what they should?", "What order do these
Moved with Ease update sets go in?". Join the December TechNow
session to learn best practices in code and data
movement between instances. Examples of things
you'll hear about: Retrieved XML vs Remote Instances,
Multi-Table Export Tool, Batch vs Merge, and more!
Remember, best practice starts before the first bit of
code is saved!
Instance Data Replication (IDR)
Instance Data Replication gives administrators the ability to define and sync data across 2+
ServiceNow instances. IDR supports the replication of field-level data between instances and
ensures changes are persisted from producer to consumer instances. Setting up replication
between producers and consumers on each instance is as simple and easy. IDR can be used to
replicate specific fields or tables across production instances, test instances, or between test
and production. This session includes an intro and overview of instance data replication
capabilities, example use cases, and an overview of the admin interface to configure
replication.
Product Documentation ServiceNow Entry point to the official product

Portal
Getting started with Youtube Explains how to set up instance data

Instance Data Replication replication between multiple instances on
the ServiceNow platform.
TechNow Ep 82 | Youtube Join us for this webinar to find out how fast
Exchange data between and easy it is to configure a ServiceNow-
ServiceNow instances to-ServiceNow data integration with
with IDR Instance Data Replication (IDR). Every day
more customers like you are increasing the
number of instances they use. Additionally,
they are exchanging data with other
ServiceNow customers. Why not
supercharge your efficiency while making
things easier, too?
Remote Instance Spoke

Integrate your local and remote ServiceNow instances to export, import, and manage records
from your local instance.

Portal
ServiceNow Remote ServiceNow This article explains how to configure

Instance Spoke Support Portal ServiceNow Remote Instance Spoke.
Configuration
Orchestrate workflows Youtube Discover how IntegrationHub Remote

across instances to Process Sync can help you orchestrate
improve IT efficiency seamless workflows across instances to boost
operational efficiency.
How to export an incident ServiceNow This article demonstrates how to use the
record from Local Support Portal Export Incident Record from a Local
Instance to Remote Instance to Remote instance
instance using Remote
Instance Spoke
Integrate Two Instances ServiceNow In this lab, you will use Flow designer and
with the ServiceNow Learning Portal IntegrationHub with the new remote
Remote Instance Spoke instance spoke to sync data between two
(K21) instances.
XML-based data transfers

There are several methods for moving data from one instance to another. All of these methods
assume you need to periodically move a collection of records from a table on one instance to
a table on another instance.

Portal
XML Data Transfer ServiceNow To occasionally migrate data from one

Technical Best Practices Developer Portal instance to another, you can export the
XML data from one instance and import it
to another. This method ensures that all
fields and values are transferred exactly.
Migrating data in an XML file saves time for
unscheduled data imports since there is no
need to build an import set or a transform
map.
Update Sets
An update set is a group of configuration changes that can be moved from one instance to
another. This feature allows administrators to group a series of changes into a named set and
then move them as a unit to other systems for testing or deployment.
Product ServiceNow Entry point to the official product

Documentation Documentation documentation.
Portal
Retrieving Update ServiceNow An update set is a group of configuration

Sets from Remote Learning Portal changes that can be moved from one instance
Instances to another. You will learn how to retrieve update
sets from remote instances and apply them to
new instances.
Update Set ServiceNow Covered in this guide:

Technical Best Developer Portal • Update Set Application Order
Practices • Additional Data Migration
Update Set ServiceNow This article is a quick reference guide to the

Resources Page Support Portal Knowledge Base articles and additional support
resources that cover common update set issues
and topics.
Update set Youtube • How update set works

administration in • How you can use Parent/Child relationship
ServiceNow between them
• How to move updates between different
update sets
• How to use Merge update sets.
Update Set Best Youtube Join us for a webcast as we discuss best

Practices practices to ensure clean deployments and
lessen confusion when dealing with update sets
in ServiceNow.
Update Sets - ServiceNow Article by Ashley Snyder:

Things I wish I knew Community Portal
“This article includes some basic best practice
points about update sets and things I've learned
over the years. The information here has been
gathered from various sources which I have
attempted to reference to, and my own
personal experience on the platform.”
Import Data from external Sources
Import Sets allow administrators and developers to pull in data from different sources and import
them into the ServiceNow platform. During a normal import from an external source, the data is
first stored in an import set table and then copied to the target table based on a transform
map. Most commonly, the import set tool can be used to perform the following tasks:
• Manual import of data from a file source, such as CSV, XLS, or XML, and optional parse and
process of data through a script.
• Manual import of data from an online data source, such as HTTP, FTP, LDAP, or JDBC.
• Import data periodically from a data source by defining scheduled imports.
• Import data from a web service.

Portal
Importing Data into ServiceNow In this module you will practice importing legacy
ServiceNow Developer Portal records for the NeedIt application. The import
data set will include different data types such as
strings, choice lists, and dates.
Simplified Import ServiceNow Easy Import is a simplified import process that

Process Learning Portal provides the ability to use an Excel template
containing the columns and data to be
imported. Watch a ServiceNow System
Administrator demonstrate the 5 steps to
perform an Easy Import.
How to Load Data Youtube In this ServiceNow Tutorial, Chris Sanford gives a
into an Import Set demonstration on How to Load Data Into an
Import Set in ServiceNow.
Learn Integrations Youtube This video series guides you through many of the
on the Now Platform concepts, techniques, and best practices
regarding importing and exporting data with
various types of ServiceNow integrations.
Robust Transform Youtube Showing a quick tour on how to use the new
Engine & Extract functionality in ServiceNow's Orlando Release.
Transform Load in The Robust Transform Engine (RTE) & Extract
ServiceNow Transform Load (ETL) is a new powerful way to
handle the import of data.
A Guide to ServiceNow Article by cesar.sandoval:

Troubleshooting Community
“The purpose of this article is to introduce new
Import Set Issues Portal
users to this feature and gives them a blueprint
on how to begin to troubleshoot issues that may
arise while using Import Sets.”
Transform Map Best ServiceNow Article by Alikutty Abdulrazak:

Practices Community
“While working with transform maps, we
Portal
generally have a habit of creating temporary
tables for the load and leave it later once the
job is done. If you have plans to reuse the
import set or if they are being configured for a
real time integration, it is always better to follow
certain best practices which can improve its
efficiency and reduce the future maintenance
overhead. Here I am listing out some of the best
practices that has helped me out.”
Performance
Ensure system optimization through performance monitoring and diagnostics.
• Application server response: Time for the application server to process a request and render
the resultant page.
• Network latency and throughput: Time for the network to pass your request to the server and
the response back.
• Browser rendering and parsing: Time for your browser to render the HTML and parse/execute
JavaScript.
• Instance Cache: The amount of system resources available for processing.

Portal
Fine-tune your ServiceNow This Success Playbook will help you keep your
ServiceNow platform Website ServiceNow instance running at optimal
with regular performance by explaining how to:
performance • Perform the activities your instance needs to
administration give you the most value
• Review your log data for errors and warnings
• Maintain your tables for peak performance
Instance ServiceNow Article by ServiceNowPerformanceGTS:

Performance Community
“The purpose of the recommendations made in
Maintenance and Portal
this document is to enable customers to
Administration
proactively prevent their instances getting into a
critical state in the first place.”
Database ServiceNow Article by ServiceNowPerformanceGTS:

Performance: Community
“This document will discuss various methods to
Improving Slow OR Portal
solve two problems. The first problem is when
and JOIN Queries
there is a query against a single table with
conditions against multiple fields joined by an OR.
The second problem is when a query requires a
JOIN between two tables.”
Best Practices to ServiceNow Article by ServiceNowPerformanceGTS:

manage and Community
“Task table is one of the core tables in the
maintain Task table Portal
ServiceNow platform. It provides a series of
standard fields used on each of the tables that
extend it, such as the Incident [incident] and
Problem [problem] tables. In addition, any table
which extends task can take advantage of task-
specific functionality for driving tasks. By default,
“task” table is in “Table per Hierarchy” model on
most of the instances. It is usually the biggest
table by size and the busiest table by usage.”
Demystifying table ServiceNow Article by ServiceNowPerformanceGTS:

rotation, extension, Community
“One of the areas of the ServiceNow platform
and table cleaner Portal
which doesn't appear to be particularly well
understood (or documented) is table rotation.
This article will attempt to demystify this concept
as well as discussing its relationship to table
cleaner. In some cases, this might help improve
the performance/scalability of new ServiceNow
implementations and, even if this doesn't apply
directly to the reader, it is always good to
understand how things work under the covers.”
Reducing the burden ServiceNow Article by ServiceNowPerformanceGTS:

of home pages Community
“ServiceNow support teams often review the
Portal
performance of various customer instances. One
item which comes up time and again are poorly
performing and/or extremely expensive home
page loads (/home.do transactions). Home
pages aren't generally seen as being central to
an organizations key business indicators or
objectives so there is a tendency to ignore their
cost - the reality, however, is that poorly
performing home pages can cause major
impediment to the success of a ServiceNow
instance.”
Performance Best ServiceNow Article by ServiceNowPerformanceGTS:

Practice for Efficient Community
“The goal of this article is to address some
Queries - Top 10 Portal
common types of configuration issues that can
Practices
lead to slow query performance problems on the
database.”
Improve ServiceNow Article by Ankit K:

performance: Community
“Performance Degradation of a transaction
database indexes Portal
could possibly reside on the Network, Browser or
and slow queries
the Server. When the slowness is on the database
server it is usually slow due to non-optimal queries
which take most of the transaction time. A quick
way to optimize these queries is by creating
indexes on them to improve query response time.
Creating indexes on the queries will improve the
overall transaction time. Adding the appropriate
indexes to the slow queries can drastically
improve the overall instance slowness issues.”
How to identify ServiceNow This article can be referenced to identify trends

network latency Support Portal indicating slow performance due to network
indications leading to overhead/latency.
slow end-user
performance
experiences
Good practices to ServiceNow The performance of a ServiceNow instance can

improve instance Support Portal be impacted by user preferences in a number of
performance through ways, and this KB details three of the more
Row Count, Related common settings that can be set as default
Lists and Dashboards values for users and/or to reset values for your
user base to quickly change the user experience.
Cloning
Cloning is typically used to copy a production instance to a pre-production instance to test
changes. Cloning data comes from the most recent, nightly backup.

Portal
System Clone good Youtube This week's session will be an Introduction into
and best practices System Clones and feature good and best
practices around Instance cloning.
Cloning Resources ServiceNow This article is a quick reference guide to the

Page Support Portal Knowledge Base articles and additional
support resources that cover common cloning
issues and topics.
Cloning FAQs ServiceNow The goal of this article is to answer generic

Support Portal frequent requests/questions ServiceNow
Technical Support receives in relation to
clones.
Security
Security is built into all levels of the Now Platform. Implement the security features that are
appropriate for your organization, from managing failed logins and encrypted password
protection, to access control rules and audit logs.

Portal
ServiceNow Security ServiceNow This document gives guidance on some of the

Best Practice Guide Website main areas which should be considered, links to
comprehensive resources, and best practice
recommendations for each topic. You can ensure
your instance has a good security foundation by
understanding and acting on the
recommendations in this guide.
Cloud Security ServiceNow ServiceNow’s security team has compiled a list of

Frequently Asked Website frequently asked questions about
Questions our cloud security processes and the physical,
administrative, and logical controls
we have in place.
Pre-Sales Core ServiceNow This course takes you through the following topics:
Security Learning Portal Edge Encryption; OAuth; Authentication; and,
Authorization.
Secure Instance ServiceNow The ServiceNow infrastructure and platform are

Best Practices Guide Learning Portal intentionally built and operated with high levels of
baseline security. To compliment the security
features of the platform, customers must also
make informed decisions around configuration of
their instances. ServiceNow provides
comprehensive set of recommendations in the
ServiceNow Best Practices Guide.
Introduction to the ServiceNow The Instance Security Center, or ISC, is a security

Instance Security Learning Portal product from ServiceNow. From the Instance
Center Security Center, you can assess the current
security state of an instance using real-time
metrics. Watch this video for an overview!
Security ServiceNow The Security Foundations series is designed to

Foundations: How Learning Portal guide you to a deeper understanding of how
ServiceNow Secures ServiceNow effectively secures its cloud, and how
its Cloud our security directly relates to your specific
business needs and concerns. Each journey
follows a specific logical order with the aim of
each stage building on the last, culminating in a
broad but robust understanding of the systems
and controls that ServiceNow has in place to
protect its customers' data.
Security Top Tips ServiceNow Series of articles by ashok-sn concerning security

Community at ServiceNow.
Portal
Access Controll Lists (ACL)

Portal
Securing ServiceNow In this module, you will secure the NeedIt

Applications Against Developer application against access by unauthorized users:
Unauthorized Users Portal application, modules, access control, and scripts.
You will test and debug the security you
implement.
Demystifying ServiceNow Access controls can seem very intimidating when

Access Controls Support Portal you are trying to configure your instance security
rules. This article is intended to help understanding
and eventually mastering the ACLs usage.
How to Use Access Youtube In this ServiceNow Tutorial, Aaron Elder gives a
Control List (ACL) demo on How to Use Access Control List (ACL)
Rule Rule in ServiceNow.
Edge Encryption
Product Information ServiceNow Entry point to the official product information

Website pages.

Portal
Data Encryption ServiceNow ServiceNow is a software as a service (SaaS)

White Paper WebSite company that provides robust data security and
privacy capabilities to modern enterprises,
transforming those businesses to run in the cloud.
In today’s environment, there is no single
encryption solution that addresses all data
protection needs. Instead, the approach
ServiceNow has taken is to provide customers with
a suite of encryption options that can be used
individually or in tandem to address a variety of
data confidentiality use cases.
Edge Encryption ServiceNow Collection of links to information resources, articles

Resources Support Portal and know issues.
Edge Encryption ServiceNow Explore the fundamentals of Platform Encryption

Overview Learning Portal and learn how it utilizes the Key Management
Framework to encrypt and decrypt sensitive
application data.
Edge Encryption ServiceNow Discover how Edge Encryption encrypts and

Fundamentals Learning Portal decrypts sensitive data as it travels between the
customer data center and the ServiceNow cloud.
Review the components and how to install and
configure Edge Encryption. Learn how to encrypt
fields and attachments, how to maintain and
upgrade the proxy, as well as basic
troubleshooting.
Apply and ServiceNow Get first-hand experience with the deepest and
Automate Developer most powerful data encryption products, Edge
Encryption to Secure Portal Encryption and Column-level encryption,
Your Sensitive Data available for the Now Platform. Understand what
(K20) these encryption products are, why you would
need them and how to use them to secure your
sensitive data. The focus will be on:
1. Applying encryption across the Now Platform to
ensure data protection while it is in different
states; in transit, in use and at rest.
2. Understanding encryption key controls as it
relates to the encryption products
3. Understanding the overall cybersecurity
climate driving the need for data encryption
This lab session will conclude with capability
updates for encryption in general for the Now
Platform.
Edge Encryption ServiceNow This is an advanced course designed for technical

Proxy Installation Learning Portal consultants and architects who have had prior
and Configuration experience with Edge Encryption, or who have
completed the L100/L200 accreditation.
Domain Separation
Domain separation allows you to separate data, processes, and administrative tasks into logical
groupings called domains. You can then control aspects in each domain, including which users
can see and access the data.

Portal
Application Support ServiceNow Many ServiceNow applications support domain

for Domain Documentation separation in the base system but not all. Some
Separation Portal supported applications include limitations on the
data and administrative settings that can be
domain-separated. These definitions delineate
the domain separation support levels from the
perspective of actual use cases and the people
who use them.
Domain Separation Youtube Explains what domain separation is, discusses its
Overview benefits and alternative approaches, and
provides implementation resources for service
providers.
Understanding Youtube It's a big decision, but an important one, if your

Domain Separation organization needs to separate data, processes,
in ServiceNow and administrative tasks. In this webinar, you will
learn the pros and cons of domain separation
and how your organization can evaluate it in
comparison to alternative solutions such as
separate instances, custom query business rules,
or customer service management.
Service Provider ServiceNow Engage in several types of training options to

Implementer Learning Portal learn and demonstrate your skills for Domain
Separation basics, configuration,
implementation, and troubleshooting.
Tips for Domain ServiceNow There are some tables/applications that should
Separating 'Non Out Support Portal never be Domain separated, while some other
of the Box Domain tables/applications where just adding the
separated' Tables sys_domain field is not adequate to achieve
domain separation and therefore domain
separating such tables is not recommended by
ServiceNow. This document attempts to detail
this information.
Understanding ServiceNow
Domain Separation - Support Portal
Basics
Domain Separation - ServiceNow

Advanced Support Portal
Concepts and
Configurations
Developing Domain- ServiceNow In this module, you will activate Domain

Separated Developer Portal Separation in an instance, learn how Domain
Applications Separation works, and update the NeedIt
application to support Domain Separation.
Domain Separation ServiceNow Series of articles by David Skowronek concerning

Community Domain Separation
Portal:
• Part 1
• Part 2
• Part 3
8 Best Practices for ServiceNow Article by shruti.tyagi:

Supporting Domain Community
“In the next few sections, I will explain some best
Separation Portal
practices for admins to consider when
supporting domain separation.”
Instance Management at Now Support

Now Support is your launchpad to access self-help content, get technical support, and
manage your ServiceNow instances. Whether you are in the office, working from home, or on
the go, Now Support has you covered.
About the Now ServiceNow Short introduction to the Support Portal.

Support portal Support Portal
Tips for getting ServiceNow These onboarding tasks will help you get started as a
started with Support Portal Now Support Administrator, so you can get the most out
Now Support of Now Support. To keep track of your progress,
download and print this PDF and mark off the tasks as
you complete them.
Introduction Youtube Get started on your ServiceNow Administrator journey

Videos for using with Now Support learning demos of tools and
Now Support technology that empower you to self-serve and move
at your own pace. Video demos will cover features on
Now Support and include our Now on Now
implementation of key Customer Service Management
applications and other products within ServiceNow.
Including but not limited to: Virtual Agent, Service
Catalog, Community, Mobile, Service Portal and more!
Community ServiceNow Ask your questions and get helped.

Forum for Community
Customer Portal
Administrators
Roles and ServiceNow Customer Administrators are Now Support (HI) users with
Responsibilities Support Portal the customer_admin role. They create and manage
of Customer users on Now Support und that article explains how it
Administrators works.
on Now Support
Now Support ServiceNow The reimagined Now Support portal went live in May of
FAQs Support Portal 2021. Here are answers to frequently asked questions
about the redesigned experience.
Now Support ServiceNow Introduction of the latest changes of the Now Support
Releasse Notes Support Portal Portal.
Now Support ServiceNow New Now Support administrators should take this course
Administrator Learning to ensure that they are equipped to manage their
Portal company's instance on Now Support.
Instance ServiceNow ServiceNow has created an automated workflow to

Backup & Support Portal support the instance restore process. Customers request
Recovery an instance restore via a Service Catalog item to create
a Change, which is completed using end-to-end
automation
Subscription Management & Licensing

With the Subscription Management application, review and manage how your ServiceNow
subscriptions are used on your production instance. Subscriptions are downloaded to
production instances only and not to development or QA instances.

Portal

Topic Community
Portal
Getting Started Youtube Demonstrates how subscription management works

with Subscription in the ServiceNow platform to give customers visibility
Management into their subscriptions, so that they can allocate users
to subscriptions, track subscription usage over time,
identify compliance issues, and make informed
decisions about subscription purchases.
ServiceNow ServiceNow This course provides an overview of ServiceNow's

Subscription Learning Portal Subscription Model. Specifically, learners will focus on
Model how different usage option with the Platform
capacity, understand how to maintain control on the
Platform Capacity and what the options are
available for implementers, system administrators,
and developers.
Subscription ServiceNow Subscription Management works in the Now Platform

Management Learning Portal to give customers visibility into their subscriptions
Overview licenses so they can allocate users to subscriptions,
track license usage over time, identify compliance
issues, and make informed decisions about
subscription purchases.
Using ServiceNow Customers need a way to monitor the usage of

Subscription Support Portal subscriptions within their instance.
Management to
Monitor Usage
Role Mapping to ServiceNow The purpose of this KB is to provide mapping of all

Role Type, Support Portal known Standard ("out-of-box") roles to their
Application & corresponding Applications and Suites they belong to
Suite as well as to assist with Subscription Management
setup.
Now Platform & App Engine
Designed to be a highly flexible and easy-to-use development environment, the Now Platform
enables nearly anyone – no-code to professional coders – to digitize and automate
departmental and cross enterprise workflows, create mobile-first applications, streamline work
with AI-powered experiences, and measure and optimize business processes, while mitigating
risk. Enterprise organizations of every size and industry use the Now Platform’s wide variety of
best in class out-of-the-box workflow applications for IT, security operations, customer service,
and human resources.
Product ServiceNow Entry point to the official product information

Information Website pages.

Portal

Forum Community Portal
Introduction to Youtube In this three-part video series, we'll take a look at

App Engine • Build apps fast how App Engine's unique platform approach to
with App low code development can help you build cross-
Engine enterprise apps fast, deliver experiences your end
• Deliver users love, and scale apps without sprawl. In this
experiences first session, we'll focus on building apps fast by
users love with empowering more creators, reducing
App Engine development effort, and improving business
• Scale without alignment, collaboration, and re-use.
sprawl with App
Engine
App Engine ServiceNow To accelerate digital transformation, businesses

Foundations Learning Portal need more apps built to automate critical work
processes, at both speed and scale required for
enterprise-class service delivery. ServiceNow App
Engine accelerates low-code application delivery
by making it easy for anyone to build apps and
deliver them at scale across the enterprise.
Learning Path of ServiceNow Start your journey as an Accredited Pre-Sales

a Pre-Sales Learning Portal Expert
Expert for the
Now Platform
Learning Path of ServiceNow Start your journey as an Accredited Sales Expert

a Sales Expert for Learning Portal
the Now Platform
Platform ServiceNow ServiceNow Platform Implementation (SNPI)

Imnplementation Learning Portal training enables attendees to successfully
implement core Now Platform functionality and
serves as a prerequisite before learning to
implement specific ServiceNow product lines.
Intro to the Now Youtube Rethink how you build apps. This session will give
Platform you an overview and cover the basics of the
ServiceNow platform. With the Now Platform,
developers of all skill levels can significantly
reduce time to market and delivery. You’ll get full
stack dev power—none of that painful traditional
setup and configuration here—with a turnkey
application structure that’s ready to rock right out
of the box.
Platform ServiceNow The Now Platform Reference Guide provides a

reference guide Website tour of its key features and functionality. The Now
Platform supports a wide variety of plug-and-play
apps for ITSM, security operations, customer
service, and human resources. It is also a flexible,
easy-to-use development environment that allows
business operations users and developers to
quickly automate tasks and workflows.
Advanced Work Assignment

Use the Advanced Work Assignment (AWA) feature to automatically assign work items to your
agents, based on their availability, capacity, and optionally, skills. AWA pushes work to qualified
agents using work item queues, routing conditions, and assignment criteria that you define.
Agents see their assignments in their Agent Workspace inbox.
Product ServiceNow Entry point to the official product documentation

Portal
Community Topic ServiceNow Ask your questions and get helped.

Community
Portal
Ask the Expert: Youtube In this session, we will introduce you to the latest in
CSM Advanced our ServiceNow platform innovations for routing and
Work Assignment assigning work. Advanced Work Assignment
enables organizations to manage work proactively
by availability, capacity, and skills. By attending this
webinar, you will see the power behind Advanced
Work Assignment and use it to optimize the
customer experience while driving operational
efficiency.
Resolve Customer ServiceNow Attend this lab to learn how using AWA in Customer
Issues Faster with Developer Service Management can simplify assignments to
Advanced Work Portal resolve customer problems faster.
Assignment and
Agent Workspace
(K20)
Agent Workspace
Agent Workspace is a configurable service desk application that provides agents with an
integrated and graphically intuitive user experience.

Website pages.

Documentation Documentation documentation
Portal

Community
Portal
Workspace Youtube Explains what Workspace is, shows the user

Overview interface, and demonstrates how agents use it
to find, research, and resolve issues.
Agent Workspace Youtube Overview of Agent Workspace and activating

for ITSM the ITSM workspace plugin.
Resolving an Youtube Overview of how to use Agent Intelligence and

Incident in Agent Agent Assist in Agent Workspace to resolve an
Workspace incident.
ITSM Agent Youtube Demonstrate how to open incidents in Agent

Workspace | Workspace, view and attach resources, and
Incident duplicate an incident.
ITSM Agent Youtube How to access Problems in Agent Workspace,

Workspace | create a problem task, and attach a
Problem knowledge article using Agent Assist.
ITSM Pro Series: Youtube Deep dive into Workspaces.

Workspaces
Get Started with ServiceNow Attend this course to learn about the navigation
Agent Workspace Learning Portal and features of Agent Workspace. 
Agent Workspace ServiceNow Attend Agent Workspace Fundamentals to

Fundamentals Learning Portal receive an introduction to this configurable
service desk application.
Agent Workspace ServiceNow Attend Agent Workspace Implementation to

Implementation Learning Portal learn the power of configuring this service desk
application.
Agent Workspace: Youtube A deep dive into the Agent Workspace -

Modern Experience problems, current features, getting started and
for Modern Agents configuration setup, plus upcoming designs.
Live Coding Happy Youtube On this episode, we will create a new

Hour: Creating a workspace for our Artifact Manager app. We
workspace for a use artifact manager to coordinate content in
custom app the developer program across the blog,
Youtube, and community.
TechNow Ep 84 | Youtube Join the TechNow team as they go through

Configuring the Now everything you need to know about the most
Platform Workspace efficient way to get work done on the Now
Platform: Workspace. In this episode the team
will cover: An overview of Workspace,
Understanding the personas involved with the
Workspace experience, Exploring and
configuring Workspace, Insights into the
Workspace roadmap.
AI Search
The ServiceNow AI Search application provides a modern consumer-grade search engine for
Service Portal, Mobile Experiences, and Virtual Agent. Intelligent query features enable users to
quickly find the answers they need.
Product ServiceNow Entry point to the official product information pages.

Information Website

Portal

Topic Community
Portal
Data Sheet ServiceNow Summarized overview in one PDF file.

Website
AI Search in Youtube On this episode, we will explore setting up and using

Quebec the new AI Search capability released in Quebec.
Introduction to AI ServiceNow Attend this course to see how AI Search extends the
Search Learning Portal capabilities of the Now Platform and Service Portal.
Make some ServiceNow Article by Lener Pacania:

room Zing, AI Community
“In this article I’ll speak to three key reasons why you
Search is coming Portal
should consider switching to AI Search.”
to Quebec!
Get started with ServiceNow Join us for an introduction to AI Search, the game-
AI Search (K21) Learning Portal changing feature of the ServiceNow platform
launched in Quebec. You’ll learn how AI Search
works to put the right information in front of the right
people at the right time by leveraging Natural
Language Understanding (NLU) and Machine
Learning (ML), whether delivered via an attractive,
intuitive web UI, within Virtual Agent chat
conversations or via the NowMobile app. You’ll learn
about AI Search’s key features, such as ML-based
relevancy across both ServiceNow and external
sources of data, query intent detection, and Genius
Results.
Customizing AI ServiceNow Join us to learn how to create custom search

Search (K21) Learning Portal experiences for end-users. In this session, we'll learn
how to make a ServiceNow table searchable using
ServiceNow AI Search by defining a new Indexed Source and
Developer adding it to an existing Search Profile. We'll review
Portal field mapping, indexing, and cover how to customize
the display of results in the Service Portal.
Additionally, we create a custom Genius Result
which will be displayed whenever a certain search
term is entered. We'll review how to trigger the
Genius Result, how to format the content to be
displayed, and how to tune the look and feel when
displayed in the Service Portal.
Automated Test Framework (ATF)
Create and run automated tests to confirm that your instance works after making a change. For
example, after an upgrade, during application development, or when deploying instance
configurations with update sets. Review failed test results to identify the changes that caused
the failure and the changes that you should review.

Website pages.

documentation Documentation
Portal
Process Guide ServiceNow Provides detailed guidance on the way that

Now Create ServiceNow intends the process to-be.
Portal
Frequently asked ServiceNow The goal of this article is to answer generic

Questions (FAQ) Support Portal frequent requests/questions ServiceNow Technical
Support receives in relation to Automated Test
Framework
Getting Started with Youtube Covers the basics of the Automated Test
the Automated Test Framework (ATF) in the ServiceNow platform.
Framework
Setting Up Your First Youtube Demonstrates how to set up and run your first
ATF Test Automated Test Framework (ATF) test plan in the
ServiceNow platform.
Quick start tests Youtube Provides an overview of quick start tests for the
overview Automated Test Framework.
Getting started with Youtube This video demonstrates how to install and
quick start tests customize quick start test templates that are
available for the Automated Test Framework.
ATF Fundamentals ServiceNow Attend this course to learn how ATF in providing
Learning Portal stronger value, lower costs, and manage the risk
of your ServiceNow investment.
Using the ServiceNow In this module, you will use the Automated Test
Automated Test Developer Framework to create and run tests and test suites.
Framework Portal You will interpret the results of the tests.
A Guided Tour of the Youtube In this session, we will take a tour of the
Automated Test Automated Testing Framework. Learn how to write
Framework tests for your forms, service catalogs and REST APIs
that seamlessly integrate client-side and server-
side components. Scale up to hierarchies of test
suites, schedule nightly runs, and integrate test
authoring and execution into development tasks.
Perform Test Driven Development (TDD) and test
failure troubleshooting within your instance.
TechNow Ep 65 | Youtube In this episode, we'll cover what Automated Test

ATF Custom UI and Framework (ATF) is and why your organization
Parameterized Tests needs to be using it. We'll also spotlight the latest
Madrid features around testing custom UI pages
and using parameterized tests to reduce the
number of tests you need to build. Come learn
how to accelerate application delivery cycle and
reduce upgrade testing time using ATF.
What's new in the Youtube If you want to know what's new in the Automated
Automated Test Test Framework (ATF) and apply those new
Framework features within your ServiceNow environment, this
workshop is for you! In this session, you will get
hands on with ServiceNow Automated Testing
framework. Learn when, why and how to use ATF.
Try out some old and all new features of ATF
through a use case driven lab exercise, and also
have an opportunity to get your questions
answered by our ATF experts.
Testing the Service Youtube Become a master in Automated Test Framework

Portal with the (ATF) for Service Portal by learning how to use the
Automated Test new and cutting-edge functionality recently
Framework added to the platform. Learn how to:
• Test portal pages against existing ATF tests with
newly improved to Custom UI testing
capability
• Easily check if your Service Portal pages can
be accurately tested by ATF and if not, learn
how to make the necessary updates to ensure
accurate tests
• Use parameterized testing to quickly improve
the coverage and efficiency of your ATF tests
on the Service Portal
Creating custom test Youtube On this episode, join Brad. Chuck, and guest
steps Daniel Draes as they dive in to ATF and create
some custom test steps.
How to leverage ATF Youtube

for upgrades and SN
Use Cases Best
Practices
Ensure functional ServiceNow In this session, you’ll learn the fundamentals of

quality in your Learning Portal creating a no-code automated test for your
application (K21) application to ensure it meets functional
ServiceNow requirements before deployment. Additionally,
Developer the same tests can be used to speed up
Portal upgrades!
Common Service Data Model (CSDM)

The Common Services Data Model (CSDM) represents a shared set of service-related definitions
that span the ServiceNow product portfolio and the Now platform. They are being standardized
to ensure accurate service reporting, consistent use of standard terms and to provide more
prescriptive guidance on service modeling. The data model includes the recommended
mappings for the service-related tables and CI class mappings.

Website pages.

Portal

Community
Portal
Process Guide ServiceNow Now Provides detailed guidance on the way that
Create Portal ServiceNow intends the process to-be.
Common Service ServiceNow This is the Common Service Data Model course,
Data Model Learning Portal ServiceNow's prescriptive guidance on how to
Fundamentals use our CMDB effectively across all products
with the platform. The ServiceNow CMDB is
leveraged by multiple ServiceNow products,
and by partner products in our App Store and
available elsewhere.
Common Service ServiceNow Official release of the CSDM 3.0 White Paper.
Data Model 3.0 Community
White Paper
Drive Real Value ServiceNow What is a service? How should my CMDB be

with Common Developer Portal modeled to support APM, incident, change,
Service Data Model service portfolio, ITOM, and ITSM? Answer these
and CMDB (K20) questions and more with this K20 Lab. Learn how
to drive real value in stages: Crawl, Walk, Run,
Fly. Get hands on experience building out the
CMDB model to support capabilities to reduce
risk, improve mean time to resolution, and
automate previously manual activities.
Evolution of CSDM Website of Data That blog post illustrates the evolution of CSDM
Content since it was published in 2018. Furthermore it
Manager contains links to additional resources and
videos.
CSDM 3.0 Best Youtube

practices
Breaking Down the Youtube In this webinar, we'll discuss the different areas of
Common Service the Common Service Data Model. We'll help
Data Model you better understand what makes up the
CSDM, translate CSDM language into common
terms, and ensure the right data is in the correct
place.
Ask the Expert: ITSM Youtube Join us for another session of Ask the Experts! In
Common Services this session, we'll be covering ITSM Common
Data Model Services Data Model.
Data Foundations Youtube The ServiceNow CSDM and CMDB Data

Dashboards for Foundations Dashboards store app contains
CSDM and CMDB dashboards which provide insights into the key
foundational indicators of your CMDB and
Common Service Data Model. This app provides
recommendations to ensure that the CMDB and
CSDM are properly configured for optimal
usage and to mitigate any potential risks.
Breaking Down the Youtube In this webinar, we'll discuss what's new in the
Common Service Common Service Data Model 3.0 (CSDM 3.0).
Data Model 3.0 We'll help you better understand what's
changed in the latest release, look at some of
the ways to track your progress, model
examples that are easily applicable to your
organization, and share specific use cases for
applying CSDM.
Platform CSDM 3.0 Youtube
CSDM 3.0 Crash Youtube This 20 min video runs through 3 perspectives of
Course an end-to-end CSDM model. Furthermore the
author provides a script to create sample
records for the most important tables.
Communication & Collaboration

Chat enhances collaboration, communication effectiveness, and efficiency by facilitating
communication within the Now Platform
Overview
What are the ServiceNow ServiceNow has three chat features, each
ServiceNow chat Website with functions that can be used
features and their simultaneously.
uses?
Connect Chat

Portal
Connect Chat Youtube This video provides an overview of Connect

overview Chat functionality in the Geneva release of
ServiceNow.
Connect Chat - Youtube This video shows the complete functionality of

Complete Demo for ServiceNow Connect chat.
Admins and IT Users
Connect Chat and ServiceNow The Frequently Asked Questions are related to
Support FAQ Support Portal the ServiceNow Connect Chat and Connect
Support.
Workspace Agent Chat

Portal
Workspace Agent Youtube Introduction to Workspace Agent Chat, what

Chat Overview the benefits are, and examples of questions
users can ask.
Getting started with Youtube Explains how to set up Agent Chat in three
Workspace Agent steps: installing a plugin, configuring chat
Chat setup, and configuring a Service Portal Agent
Chat record.
Workspace Agent Youtube Configure Workspace Agent Chat to enable

Chat Setup Steps customers to ask questions and receive
information by chatting with a live agent.
Through Agent Chat, agents communicate
with customers, create incident or case
records, or transfer chats to another agent or
queue.
Provide global support Youtube Today Samantha Santo and Victor Chen of
with Dynamic ServiceNow Product Management, give an
Translation for Agent overview of Dynamic Translation before
Chat getting into an exercise of how to enable
Dynamic Translation with Agent Chat. This
allows agents to seamlessly support
employees from around the world.
Migrate from Connect ServciceNow ServiceNow continues to support existing

Support to Advanced Community Connect Support customers on the Now
Work Assignment and Portal Platform for current and upcoming releases
Workspace Agent but further feature development is not
Chat planned for the future. We strongly
encourage customers to make the move from
Connect Support to Advanced Work
Assignment (AWA) and Workspace Agent
Chat as we’re focused on continuing to invest
in innovation within Advanced Work
Assignment and Workspace Agent Chat.
Configuration Management Database (CMDB)
With the ServiceNow Configuration Management Database (CMDB) application, build logical
representations of assets, services, and the relationships between them that comprise the
infrastructure of your organization. Details about these components are stored in the
configuration management database (CMDB) which you can use to monitor the infrastructure,
helping ensure integrity, stability, and continuous service operation. Use core features such as
CMDB Health, CMDB Identification and Reconciliation, and CMDB CI Lifecycle Management to
monitor and detect health issues, reconcile data integrity issues, and manage data life cycle.

Website pages.

Portal

Community
Portal

Website
Plan your successful ServiceNow Behind every successful CMDB deployment is a

CMDB deployment Website detailed configuration management plan for
implementing, designing, and sustaining a
configuration management capability. And
when you take the time to develop a
configuration management plan, the result is
greater business service performance. This
Success Playbook will help you articulate your
goals, form a configuration management
team, establish a governance structure,
understand configuration item design,
integrate with key business processes.
Configuration Youtube Most organizations face challenges when

Management and implementing a configuration management
CMDB for Dummies capability. Watch the video to learn basics of
configuration management and how to
approach your configuration management
journey.
Configuration ServiceNow This book shares in‑depth insights and

Management and WebSite prescriptive guidance to enable IT Operations
CMDB for Dummies teams to meet these challenges including how
to:
• Create a configuration management plan.
• Build a healthy configuration management
database.
• Align your plan to business use cases.
Configuration ServiceNow This Learning Path is comprised of the on-

Management Learning Portal demand courses and assessment simulator that
Database will teach you how to implement a successful
Fundamentals CMDB, configure rules to prevent duplicates,
and populate data from various sources.
CMDB Delta and ServiceNow Find out new features for each release as well
Supporting Content Learning Portal as suggested content that support your CMDB
learning path
Ask the Expert: CMDB Youtube The following topics will be covered: CMDB
Basics with Steven Table Structure, Field Inheritance, What is a CI?,
Bell, Part 1 CI Relationships, Classification of CIs, Useful tips
when creating CIs, the use of CIs in ITIL, and in
Discovery.
Ask the Expert: CMDB Youtube Continuing from Part 1, come review with
Basics with Steven Steven Bell, the Configuration Management
Bell, Part 2 Database in ServiceNow - the core repository
for Configuration Items. He will cover more
configuration topics and need-to-know CMDB
structures.
Ask the Expert: ITSM Youtube This session provides to all Administrators and
Related CMDB best Platform Asset Management Individuals that
practices workout they can see all opportunities across CMDB
session and how they should relate the best way ITSM
resolution Effectiveness procedures for
ServiceNow best Implementation Plan.
Ask the Expert: Youtube Solving for all CMDB questions can feel like
Solving the CMDB quite the brain teaser. That’s why Champion
Puzzle Enablement is pleased to announce a special
edition Ask the Expert session with special guest
speaker, Rob Pickering, who will answer these
questions and even share experiences from his
time as a customer executive!
Ask the Expert: Real- Youtube As service architectures evolve and become
Time CMDB more dynamic, how can you keep your CMDB
healthy and relevant? Join Ben Yukich for a
discussion of the techniques you can use to
keep your CMDB up to date in near real time.
Specific product areas discussed will include
Discovery, Service Mapping, CMDB, and
Scripted REST APIs. These parts of the platform
work together seamlessly to provide a dynamic
CMDB that can keep pace with even the most
demanding operational requirements.
Data Foundations Youtube The ServiceNow CSDM and CMDB Data

Dashboards for CSDM Foundations Dashboards store app contains
and CMDB dashboards which provide insights into the key
foundational indicators of your CMDB and
Common Service Data Model. This app
provides recommendations to ensure that the
CMDB and CSDM are properly configured for
optimal usage and to mitigate any potential
risks.
Uplift Your CMDB Youtube To effectively manage and improve your

Experience systems, you need to know exactly what assets
are in your IT environment and have current,
accurate configuration data. With an accurate
(CMDB), it's easy to understand your
organization's IT environment, particularly in the
areas of service impact analysis, asset
management, compliance, and configuration
management. In this demo, we’ll show you
how ServiceNow helps you populate the CMDB
worry-free, then gain insights quickly and easily
to support critical infrastructure and service
decisions.
CMDB Workshop Youtube A 3-hour webinar covering pretty much

everything on the topic of CMDB.
Populate your CMDB Youtube Service Graph is the next-generation system of

with Service Graph record for digital products and services. It is the
Connectors or digital data foundation for using ServiceNow's
Discovery, why not platform and products.
both?
Identification and Reconciliation engine (IRE) ***

IRE is an underlying key component in Identification and Reconciliation, providing a centralized
framework to perform identification and reconciliation processes across different data sources.
IRE uses identification rules, reconciliation rules, and IRE data source rules when processing
incoming data before inserting that data to the CMDB.
Product Documentation ServiceNow Entry point to the official

Documentation Portal product documentation
How the CMDB Identification ServiceNow Support This article explains how
and Reconciliation Engine works Portal exactly the Identification and
when passing a CI (as payload) Reconciliation Engine works
to the createOrUpdateCi() when a CI (as payload) is
being sent to the IRE.
CMDB Identification and ServiceNow Blog post by richardbrounstein

Reconciliation Community Portal
CMDB Health
Monitoring and maintaining the health of the CMDB is essential to an effective and continuous
use of the product. Health indicators such as duplicate CIs, required CI fields, and audits
contribute to the calculation of health scorecards at the CI, class, and CMDB level.

Portal
Ask the Expert: Setting Youtube Join us for a Presentation on setting up CMDB
up the CMDB Health health metrics and how to apply them. It's an
metrics and applying opportunity to see how the new CMDB Health
them to a real world Dashboard can help you manage the data
CMDB quality of server and network device data.
This new dashboard provides an actionable
view of CI health and a remediation
framework to take corrective actions
How do I use the ServiceNow The Configuration Management Database

CMDB health Website (CMDB) health dashboard aggregates key
dashboard? performance metrics and offers actionable
insights that enable you to monitor and
improve the performance and health of your
CMDB information pages.
IntegrationHub ETL
Use the IntegrationHub ETL store app to manage ETL transform maps which integrate third-party
data into the CMDB. IntegrationHub ETL provides a simplified user interface that guides you
through the integration process end-to-end, including a test run of sample data. You can also
customize pre-defined ETL transform maps provided by ServiceNow or vendors.

Portal
IntegrationHub ETL | Youtube How to use ServiceNow’s IntegrationHub ETL

Importing resources application to import configuration items from a
into the CMDB third-party source into your CMDB.
Use IntegrationHub ServiceNow IntegrationHub ETL is a new UI tool to that enables

ETL to Import Data Developer customers to import data fast and easy. Use this
(K20) Portal Knowledge 2020 lab session to learn what the tool
has to offer and how to use it.
ServiceNow
Learning Portal
Import CMDB Data ServiceNow Learn how IntegrationHub ETL uses Concurrent
Safely Using IH-ETL Learning Portal Import Sets, Robust Transform Engine (RTE), and
(K21) the Identification and Reconciliation Engine (IRE)
to ensure three things: 1. An efficient import of
data 2. The proper mapping of complex,
hierarchical data sets to the appropriate
configuration item classes and 3. The data stored
in CMDB is aligned with the appropriate data
model, and appropriate relationships between
data entities are automatically created.
Robust Transform Youtube Showing a quick tour on how to use the new
Engine & Extract functionality in ServiceNow's Orlando Release. The
Transform Load in Robust Transform Engine (RTE) & Extract Transform
ServiceNow Load (ETL) is a new powerful way to handle the
import of data.
IntegrationHub ETL in Youtube Mark Harper and Robert Geen of GlideFast

ServiceNow Consulting give an overview and demo on how to
boost CMDB data quality with IntegrationHub ETL
in ServiceNow.
Integration Hub - ETL Youtube This is a demo of a new Quebec feature in

nested payload Integration Hub ETL that natively processes nested
feature demo payloads without scripting by Siyou Li. This
powerful new feature can process structured data
from data sources like XLM or JSON for example.
Query Builder
The CMDB Query Builder allows you to easily build complex infrastructure and service queries,
that span multiple CMDB classes, non-CMDB tables, and that involve many CIs that are
connected by different relationships.

Portal
Make Better ServiceNow This Knowledge 20 lab introduces Students to

Decisions with Developer Portal Query Builder and the key use cases it tackles.
Query Builder (K20) Students will learn basic query design, multi-level
ServiceNow connectors, and joining non-CMDB tables with
Learning Portal CMDB tables. Additionally, you will be trained on
how to export and import queries across
instances, setup reports with scheduling, and
assigning tags to queries.
Intro to CMDB Youtube What is the CMDB Query Builder? Can I leverage
Query Builder with it in Reporting & Performance Analytics? In this
Reporting Office Hours, we discussed how and why you
should use the CMDB Query Builder as another
tool when building out Reporting & Performance
Analytics in ServiceNow.
Dashboards
Dashboards enables you to display multiple performance analytics, reporting, and other
widgets on a single screen. Use dashboards to create a story with data you can share with
multiple users.

Portal
Dashboards Youtube
Overview Page
Working with Youtube Provides an overview of the Dashboard feature

Dashboards
Responsive ServiceNow Attend Responsive Dashboards Overview to learn

Dashboards Learning Portal how to create, configure, and administer
Overview performance improvement dashboards.
Tell a Story with ServiceNow Effective data visualizations should tell a meaningful
Dashboards with Developer story and leave the audience with a clear idea of
Reporting (K20) Portal actions they should take. This lab is all about building
and sharing those stories through ServiceNow
ServiceNow dashboards. In this lab, we discuss how to set up an
Learning Portal engaging dashboard that tells a story and is tailored
for a specific audience. You'll learn how to create a
new dashboard from scratch, style the dashboards
and visualizations, make your dashboards interactive
with filters, and then share the dashboards with your
intended audience.
Interactive Filters ServiceNow Article by Ashutosh Munot:

and Reports Community
“Reporting plays an important role in most of the
Dependency Portal
organizations. Many people want their reports to be
as dynamic as possible and show only relevant data
which they are interested in. To achieve this
ServiceNow has provided many options out of which
One is Interactive filters. Where user can filter out the
data as per this input. So I thought why don’t I create
a simple document which will show how to use
interactive filters on dashboard and make report to
show data depending upon selection of values in
that filters.”
Interactive Filters Youtube In this video, we give a demo of Interactive Filters in

Demo ServiceNow. Performance Analytics Interactive Filters
allow you to filter report widgets directly from a
homepage or dashboard without modifying reports
Identifying ServiceNow Article by Adam Stout:

Impactful Slow Community
Want to look good and make your users happy? Fix
Reports Portal
or get rid of the performance hog reports that cause
poor UX and then get ready for smiling users. But how
do you figure out which reports are the most
impactful to performance? You may have 1,000
reports, you may have 10,000 reports, you may even
have 50,000 reports on your instance... where should
you focus your attention? Let’s dig into what we can
to track report performance.
Flow Designer & IntegrationHub
Flow Designer is a Now Platform feature that enables rich process automation capabilities in a
consolidated design environment. It enables process owners to use natural language to
automate approvals, tasks, notifications, and record operations without having to code. You
can expand the Flow Designer solution to integrate with external instances and third-party
applications with a separate subscription to IntegrationHub.
Make Work Flow.... Youtube Create end-to-end digital workflows on the Now
with Flow Designer Platform integrated with any external apps or
and platforms. Automate manual, unstructured processes
IntegrationHub for higher speed and lower cost. Includes a demo of
automating an everyday IT service request – create
a new Microsoft Team – with Virtual Agent, Service
Catalog trigger, Flow Designer, res-usable subflows,
and Azure AD, MS Team Graph, and MS Teams
IntegrationHub spokes.
Automation and Youtube Automation and Integration on the Now Platform

Integration on the with IntegrationHub and Flow Designer.
Now Platform with
IntegrationHub
and Flow Designer.
Blog Posts from ServiceNow Get the latest topics, tips and trends about Flow
Developer Portal Developer Designer and IntegrationHub - written by ServiceNow
Portal legends
Flow Designer

Website pages.

Portal
Introduction to Flow Youtube Provides an overview of Flow Logic and it’s

Designer benefits and purpose.
Flow Designer ServiceNow Make applications more powerful by

Course Developer Portal automating processes. In this course, you will
use Flow Designer to make your application
complete actions as part of an automated
flow. You will also build actions and subflows to
create reusable operations to use in your flows.
Create your first Youtube Demonstrates how to create a flow in the Flow
Flow Designer.
Editing and Testing Youtube Demonstrates creating actions within a flow in

an Existing Flow the Flow Designer and testing a flow.
Flow Designer Youtube This session takes you through the basics you
Basics need to get comfortable building business
logic using Flow Designer.
Flow Designer ServiceNow Attend Flow Designer Fundamentals to learn

Fundamentals Learning Portal: basic concepts.
• Create a flow
• Create subflows
and actions
Flow Designer Youtube: Come join us with Steven Bell, Community MVP
basics in the New • Part 1 with Accenture to demonstrate Flow Designer
York Release • Part 2 vs. Workflows, constructing a basic flow,
• Part 3 executing the flow from code, the baseline
• Part 4 Actions, what you can do, what is available,
how to test, how to view the results of tests in
the New York release.
New Flow Youtube Going through some of the new flow

functionalities in functionalities in the Orlando release.
Orlando release
Flow Designer, It's Youtube Have you ever wanted to get more
All About Re-Usable discoverability and re-use out of your common
Actions Platform scripts and Business Rules? The
ServiceNow Platform dev team wants to show
you how. We will take you through a step by
step on how we exposed Connect and VTB
Actions in Kingston to the Flow Designer and
explain how you can construct no-code flows
that solve real world business problems by using
a simple Trigger-Action paradigm.
Quebec Flow Youtube On this episode, join Andrew, Chuck, Philip, and
Designer Dhruv as will work on some flows for our artifact
manager and explore some of the new features in
flow designer that have come with Quebec.
Is your work ServiceNow Article by Lisa Holenstein:

flowing? What Support Portal
“This blog will provide you with a range of benefits
makes Flow
in using the latest ServiceNow Platform
Designer and
Technology to help you bridge the gap and build a
IntegrationHub
future-proof workflow and integration foundation
better and why you
for your organization.”
should migrate now
Error Handling with Youtube The video explores the new Rome feature on
Flow Designer error handling with flow designer and action
designer.
Flow Designer vs. Workflows
Success Meetup: Youtube Success Meetup: Community MVP Steven Bell -

Flow Designer vs. Implementing Flow Designer vs. Workflows. Is there
Workflows parity? What are the differences?
Answering the Youtube What’s a Flow Designer? Are we going to have to

Age-Old Question: convert all of our workflows? Can Flow Designer do all
Flow Designer or the things that Workflow Editor did? Is Flow Designer
Workflow Editor? better? If you have asked yourself any of these
questions, this session is for you. We will cover the key
design philosophies behind each tool and give some
examples where each one shines. Not all workflows
are created equal and this session should help you
determine the best tool to fit your needs.
IntegrationHub

Information Website

Portal
IntegrationHub – Youtube Digital workflows drive digital transformation. With

natively integrate IntegrationHub in Flow Designer you can create end-
ServiceNow with to-end digital workflows and automate processes
anything that natively integrate the Now Platform with any 3rd
party app, platform, or data. IT can create, publish,
and discover re-usable integrations and components
to boost developer speed and productivity, and
empower business process analysts with no-code
integrations. See what’s new in IntegrationHub New
York, the biggest release for IntegrationHub ever –
dynamic inputs with API introspection, SSH and JDBC,
data streaming and pagination APIs, retry policies,
complex objects for JSON dot-walking, more Spokes
in the ServiceNow Store, and codeless XML parser.
IntegrationHub in Youtube Sheikh Kamarah of GlideFast Consulting gives an

ServiceNow overview and demonstration of IntegrationHub in
ServiceNow.
IntegrationHub ServiceNow Attend IntegrationHub Fundamentals to quickly

Fundamentals Learning Portal develop custom integrations using common
protocols and package integration actions into user-
friendly, reusable 'actions' for use in Flow Designer.
Configure ServiceNow Attend Orchestration, Flow Designer, and

Orchestration, Learning Portal IntegrationHub to bridge the gap between
Flow Designer, Orchestration, Flow Designer, and Integration Hub.
and
IntegrationHub
Creator Toolbox - Youtube On this episode, join Brad and Chuck as they
Creating custom demonstrate how easy it is to create reusable blocks
spokes of logic with Flow Designer actions.
Building your first ServiceNow Flow Designer and IntegrationHub come with a series
Spoke (K20) Developer of out-of-box collections of actions called "Spokes",
Portal but did you know that you can build your own? In this
session, we will cover the process of building a Spoke
from scratch. We will teach techniques and best
practices for the entire process. By the time this
session is over, the developer should be ready to
tackle their own Spoke for their own company or
customer. You will learn about topics including
Action and Step Inputs and Outputs, Dynamic Inputs
and Outputs, Retry Policies and more. You will
configure Connections and Connection Aliases and
utilize the REST step to make calls to external APIs.
Building a ServiceNow In this session you will learn how to build code-less,
WhatsApp Developer reusable spoke for WhatsApp integration. The main
IntegrationHub Portal advantage of bringing WhatsApp integration spoke
spoke and is that you can communicate with your customers via
publish it to store their favorite messaging app. You will also learn
(K20) about topics including Action Inputs and Outputs,
Action Steps, Step Inputs and Outputs, Rest Step,
Connections and Connection Aliases, create a flow
and more.
TechNow Ep 56 | Youtube Join Kreg Steppe - Sr. Curriculum Developer, Chuck

Extend Tomasi - Sr. TPMM, and Stacey Bailey – Principal
IntegrationHub Curriculum Developer, for a lesson in building custom
with Custom spokes to go beyond the standard ServiceNow
Spokes integrations. Create reusable blocks of code that
non-developers can use in Flow Designer to quickly
build powerful solutions.
TechNow Ep 74 | Youtube Simplify and speed up your ServiceNow CI/CD

Automate your development pipeline. Join our special guest
ServiceNow presenter, Chris Faulkner from ServiceNow, as he
CI/CD pipeline shows you how you can automate your ServiceNow
deployment pipeline using the Now Platform CI/CD
tools in the Orlando release. Integrate with existing
tools like Jenkins using the scripted REST APIs or use
the IntegrationHub spoke to trigger actions on source
control, Automated Test Framework, the App Repo,
Health Scan, and more.
TechNow Ep 76 | Youtube We show off some of our favorite Flow Designer and
Flow Designer / IntegrationHub features that were added in Madrid,
IntegrationHub New York, and Orlando. Our special guest Michael
2020 Update Slabodnick explains and demonstrates what's new to
help you be more productive creating digital
workflows.
Developing a Youtube Provides an overview of the process for developing a

Flow Designer Flow Designer spoke and setting up an Automated
Spoke with an Test Framework (ATF) test concurrently to
ATF Test automatically test its functionality
IntegrationHub Youtube On this live coding episode, the band is all back
and Auth together: Dave Slusher, Josh Nerius, Chuck Tomasi
features and Andrew Barnes will work on utilizing some of the
features for IntegrationHub and Auth that can be
found in Orlando Release. Crack a beverage and
come join us!
REST in ServiceNow In this module, you will learn to create, test, and
IntegrationHub Developer debug IntegrationHub actions that interact with REST
Portal APIs.
Use the Youtube Identify structured data from a JSON payload

IntegrationHub without having to write a script. Map incoming JSON
JSON Parser content to a complex object output that you can
use in other steps or actions. At runtime, values from
a JSON payload populate the complex object
output.
How To - Use the Youtube Start a flow from an inbound API call or webhook
IntegrationHub from an external system. Configure the trigger start
Inbound REST API conditions without having to write or maintain
Trigger custom code.
Automate ServiceNow Leverage Orlando platform capabilities for

ServiceNow Developer automating ServiceNow development between
CI/CD (K20) Portal instances. Automate deployment, testing, and more
with CI/CD REST APIs and IntegrationHub Spokes and
learn the methods to integrate with other CI/CD tools
your organization already leverages.
Using Data ServiceNow In this lab, you will learn how to build a Data Stream
Stream Action to Developer action and use it to load a large dataset into the
load large Portal platform. The action will also be configured to split
datasets into and parse records from the retrieved data and
ServiceNow transform them into a stream of Objects. Finally, we
(K20) will build an end-to-end flow that uses this action
load data into a staging table. The lab will give you a
deep understanding of Data Stream action
concepts and common considerations around it and
how to use this action in a flow or using API.
Migrating Youtube Chuck takes us through a recent example of turning

scripted a scripted outbound REST API into an IntegrationHub
integrations to spoke and subflow for easier maintenance and
IntegrationHub reuse.
IntegrationHub: Is Youtube In this session, we’ll cover some of the advantages of

the Investment ServiceNow IntegrationHub in comparison to
Worth It For My traditional System Web Services and demonstrate
Organization? how to leverage pre-built spokes to build low-code
solutions to common business problems.
Guided Tours
Use the Guided Tour Designer to create tours that demonstrate to users how to use a feature.
For example, an administrator can create a task demo with callouts to demonstrate how to
perform the task.

Website pages.

Portal
Creating Guided Youtube How to create guided tours to help users learn to
Tours perform tasks in ServiceNow applications.
TechNow Ep 53 | Youtube Cut down on your training material and give users
How to Get Started a great experience with Guided Tour Designer.
with the Guided Tour Guided Tours give the user step-by-step, click-by-
Designer click instructions how to use a form or list. Tours
can be automatically or manually launched and
tailored to each persona's role. For admins, there
is a convenient dashboard to monitor tour usage.
Guided Tours | Youtube Jonathan Jackson of GlideFast Consulting

Overview presents ServiceNow Guided Tours.
Guided Tours Youtube On this episode, Chuck will be creating some

Guided Tours to help karaoke customers use the
karaoke Service Portal app more effectively
Train Users at Scale ServiceNow Preparing end user documentation and training
with Guided Tour Developer materials for new software can be time
Designer (K20) Portal consuming, especially when you rely on in person
meetings and paper materials. With ServiceNow's
ServiceNow Guided Tour Designer, you can easily create step
Learning Portal by step instructions that walk users through
important features and functions without leaving
the Now Platform! Attend this lab where we will
introduce you to the Guided Tour Designer. Using
the lecture and demonstration, you'll be able to
request your own lab instance to create, edit, and
publish guided tours.
Knowledge Management
The Knowledge Management (KM) application enables the sharing of information in
knowledge bases. These knowledge bases contain articles that provide users with information
such as self-help, troubleshooting, and task resolution.

Information Website

Portal

Topic Community
Portal

Portal
Knowledge Youtube The Knowledge Management application enables

Management the sharing of information in knowledge bases. These
Demo knowledge bases contain articles that provide users
with information such as self-help, troubleshooting,
and task resolution.
How to use the Youtube Demonstrates the knowledge base from the end-user
Knowledge Base self-service perspective. Introduces the knowledge
home page from a portal view. Shows how to browse
and search for articles, view articles and provide
feedback, and post questions.
Knowledge ServiceNow These Knowledge Fundamentals courses provide an

Management Learning Portal overview of the Knowledge Management process,
Fundamentals the Knowledge-Centered Service methodology, and
how the Now Platform supports both. These courses
focus on getting started with the basics of
Knowledge Management.
Knowledge ServiceNow This course leverages the Knowledge Management

Management Learning Portal Guided Setup and discusses general knowledge
Implementation administration, configuring the Knowledge
Management Service Portal, configuring Knowledge-
Centered Service (KCS) functionality, and
configuring translation management.
Knowledge ServiceNow You can check out the FAQs on the following
Management Community aspects of Knowledge Management to help use the
FAQs application efficiently:
• User criteria
• Article versioning
• Knowledge Management Service Portal
(including knowledge-related FAQs on a service
portal)
• Feedback tasks
• Miscellaneous features such as translation
management, duplicate articles, and so on
Knowledge Youtube This video enables the creation and updating of

Author Training useful and searchable knowledge articles for on-
demand consumption, by following the prescribed
Style Guidelines, using appropriate templates, and
applying strategies for writing clear and effective
articles.
How to Control Youtube Demonstrates how to create user criteria records and
Knowledge apply them to control user access to knowledge
Access Through bases.
User Criteria
Versioning in ServiceNow The Article Versioning feature allows knowledge

Knowledge Support Portal contributors to create multiple versions of a
Management knowledge article. They can create a new version of
FAQs an article from an existing published version. This
existing version can be either the latest published
version or an older outdated version. All changes are
stored in the new version of the article and the
information in the existing article remains the same.
Here you will find some Frequently Asked Questions
related to Versioning and tips to get started.
Ask the Expert: Youtube Join us to learn how you can leverage knowledge
What's new in capabilities in Agent Workspace like article
Orlando for authoring, translation, version compare and more.
Knowledge We will present an exciting new feature which helps
Management you detect knowledge gaps using machine learning.
We will also show you how to schedule your
knowledge articles, and walk you through
enhancements in knowledge security, notifications,
and feedback.
Define Hyperlinks ServiceNow Article by Maik Skoddow:

to Anchors within Community
“Knowledge articles can become so extensive that
a Knowledge Portal
you lose track of their contents. Here it would be
Article
helpful to have navigation aids at the beginning of
the article (for example, a table of contents) to
navigate to the relevant part of the article with one
click. Unfortunately, the rich text editor does not offer
the possibility to do this, but you can write the
necessary HTML code yourself and this article will
demonstrate how to do it.”
How to add a ServiceNow Article by Miguel Donayre:

video to a Community
“With the world rapidly changing and the need for
Knowledge Portal
more remote work, videos have become an essential
article
part of the remote work world. The need to post
them within ServiceNow Knowledge articles is
growing. I will show you how to post a video from the
ServiceNow video table (db_video) and with a
YouTube video.”
Harness the ServiceNow Article by Sarup Paul:

power of Community
“Time is of the essence when customers come to
Knowledge Portal
your Support portal, and more often their eyes try to
Search
locate the search box instead of browsing through
text-heavy pages. If you are promoting self-service,
search is an important vehicle for achieving that
goal. The ServiceNow platform provides a rich set of
features to tune Knowledge Search. This post covers
how to make search work better for your
implementation.”
MID Server
The Management, Instrumentation, and Discovery (MID) Server is a Java application that runs
as a Windows service or UNIX daemon on a server in your local network. The MID Server enables
communication and the movement of data between a ServiceNow instance and external
applications, data sources, and services. It is core to many successful implementations as it is
used with several ServiceNow products such as Discovery, Service Mapping, Integration Hub,
Orchestration, Cloud Provisioning and Governance, Event Management, and Operational
Intelligence and can provides support for integrations with LDAP, Active Directory, and 3rd
party integrations using SOAP or REST.

Portal
MID server secure ServiceNow Often referred as “MID Server Hardening Guide”
deployment guide Documentation
Portal
MID Server Youtube Overview of the ServiceNow MID Server.

Overview
Introduction to the ServiceNow Are you new to MID Servers and want to know how
MID Server Learning Portal they can be used with your ServiceNow instance?
Attend this course for a high-level overview.
MID Server ServiceNow This course explores how to install, configure, and
Fundamentals Learning Portal troubleshoot a MID Server on both Windows and
Linux operating systems.
Setting Up a MID Youtube How to use the ITOM MID Server Guided Setup to
Server install a MID Server.
Mid Server Youtube This video will show you how to do Mid Server
Installation and Installation and Configuration.
Configuration
TechNow Ep 60 | Youtube Accessing resources from inside an organization's

How a MID server physical or cloud firewall can be challenging. A
can help connect Management, Instrumentation, and Discovery (MID)
your data, apps and server offers a direct, secure solution. It's a Java
resources application that runs as a Windows service or UNIX
daemon on a server in your local network. You can
communicate and move data faster, easier, and
more securely between a ServiceNow instance and
external applications, data sources, and services.
Making the most of Youtube Let’s face it, the MID Server is one of the most
the ServiceNow MID powerful yet underutilized features of ServiceNow.
Server In this session, learn how to take control of your MID
Server. And, with a little Java code, see how you
can unlock the massive potential of the ServiceNow
platform. Discover how to implement custom
machine learning algorithms with R and create a
streaming WebSocket server all with the existing
functionality of the MID Server.
Execute PowerShell Youtube We will look at using ECC queue and Custom
Scripts in Service PowerShell activity to execute PowerShell
Now commands on MID server
How to deploy a Youtube

containerized a MID
Server in Kubernetes
MID Server ServiceNow Article by Maik Skoddow:

Troubleshooting Support Portal
“The MID Server is a key building block in the
Resources
ServiceNow architecture and a fascinating piece of
technology. During installation and daily operation,
a wide variety of problems can occur, for which
there are corresponding articles somewhere in the
depths of the knowledge base or the community.
And in both the support portal and the community,
it's still hard to find anything despite the massive
improvements to the search engine. In addition,
there are individual overview pages, but they are
not complete. For this reason, in the following article
I started to collect everything about error handling
on MID Server and grouped it thematically.”
Mobile Experiences
ServiceNow has purpose-built experiences for three personas: Employees, Service agents & New
hires. They’re designed for use cases relevant to those personas to streamline the user
experience. But you also can create new engaging mobile experiences for your users, without a
single line of code. Build the mobile apps your business needs - without an army of developers.
Personalize native mobile apps by applying your branding with logo, color theme, and splash
screen.

Portal

Community Portal
ServiceNow Mobile Youtube Provides an overview of ServiceNow mobile

Apps Overview apps available in the New York release.
Mobile App Youtube Every two weeks, there is a Mobile App

Academy Academy that lets you ask some of the
world's experts around the Mobile Platform.
This is a great place to join mobile gurus in live
building sessions or learn skill building
fundamentals to help you through your own
mobile implementations.
Mobile Branding Youtube Provides an overview of requesting a custom

branded mobile app for the ServiceNow
platform.
Mobile Publishing ServiceNow Mobile Publishing allows customers to create

FAQ Support Portal a custom Mobile application using their
corporate brand, and supported MAM
(Mobile Application Management) vendors,
on any of Servicenow's Native Mobile apps
(Agent, Now Mobile, Onboarding)
Mobile App Resource ServiceNow Tons of links to further resources for all mobile
Page Support Portal experiences
Now Mobile App
Let’s employees perform basic ServiceNow tasks from their mobile devices, such as submitting
and viewing incidents and requests, submitting approvals, and searching for answers to
common questions.
Product Information ServiceNow Entry point to the official product

Website information pages.

Portal
Getting Started with the Now Youtube Demonstrates getting started with the
Mobile App ServiceNow Now Mobile app.
Offline Mode in the Youtube Demonstrates how offline mode works

ServiceNow Mobile App in the ServiceNow mobile app.
Now Mobile App Youtube Demonstrates adding shortcuts, called

Configuration | Adding Quick quick actions, to applet launcher
Actions pages in the Now Mobile App.
Now Mobile App Youtube Demonstrates configuring service

Configuration | My Requests, catalogs, knowledge bases, and My
Service Catalogs, and Requests in the Now Mobile App.
Knowledge Bases
Mobile Agent App

Let’s service agents work on the go by providing them the right tools and information to
prioritize and fulfill tasks across the enterprise (e.g., updating records, coordinating with co-
workers).

Information Website

Portal
Getting Started Youtube Demonstrates how to get started with the

with the Mobile ServiceNow Mobile Agent app in the New York
Agent App release to perform work tasks on the go.
Mobile Applications per Use Case
Request ServiceNow As an ITSM agent or technician, you can use the

Fullfilment Documentation mobile app when connected online to accomplish
Portal the following:
• Accept or reject the pending approval requests.
• View the completed approval requests.
The request experience is not available in this mobile
app.
Incident ServiceNow The new ITSM Mobile Agent app delivers out of the
Management Documentation box mobile-first experiences designed for agents to
Portal triage, act on, and resolve incidents on the go. ITSM
Mobile Agent improves productivity with an intuitive
interface to manage all the work, view schedules,
check who is on-call, respond to major incidents, and
more.
Change ServiceNow Manage your change tasks from anywhere using

Management Documentation the ServiceNow Agent mobile application. With this
Portal mobile application, you can stay connected and
access the information in real time to complete your
tasks.
Customer Service Serv+iceNow Customer service agents can use the Customer
Management Documentation Service Management mobile application to review
Portal case details and quickly complete case tasks.
Event ServiceNow You can manage Event Management alerts and

Management Documentation services from anywhere using the Event
Portal Management mobile application. The mobile
interface displays alerts and services, each of which
is organized by top and high severity and top and
high priority. You can also view alert and service
details, perform various actions on alerts and
services, create incidents, and add work notes.
Field Service ServiceNow Manage your field service tasks from anywhere using
Management Documentation the Field Service Management mobile application.
Portal When not connected to the Internet, you can still
plan, work on, and complete tasks. Your device will
sync information when it next connects.
Governance, Risk ServiceNow Manage your work, task assignments, requests,

& Complience Documentation approvals, and other follow-up actions for GRC
Portal applications directly from your mobile device.
Receive timely notifications for current alerts, as well
as risk and compliance status for your critical assets,
vendors, and impacted essential business services.
Security Incident ServiceNow Use your mobile device to manage your security
Response Documentation operations center (SOC) tasks.
Portal
Vulnerability ServiceNow As a remediation owner, you can access

Response Documentation the Vulnerability Response (VR) application with
Portal your Android or iOS mobile device.
Mobile Onboarding App

Allows new hires to complete onboarding tasks, such as verifying an address or setting up direct
deposit.


Portal
Getting Started Youtube Describes getting started with Mobile

with Mobile Onboarding, and shows a demo of a new hire
Onboarding using the ServiceNow Mobile Onboarding app.
Ask the Experts: Youtube In this session, we will show you how the
Mobile ServiceNow Mobile Onboarding App allows new
Onboarding App hires to get relevant content, ask questions, and
complete to do’s right from their mobile device.
We will demonstrate the app experience and talk
about how to configure and deploy the app.
Configuring Youtube Demonstrates how to configure Mobile

Mobile Onboarding and test the Mobile Onboarding
Onboarding app.
Natural Language Understanding (NLU)
Natural Language Understanding provides a workbench and an NLU inference service that you
can use to enable the system to learn and respond to human-expressed intent. By entering
natural language examples into the system, you help it understand word meanings and
contexts so it can infer user or system actions.

Portal

Community
Portal
Natural Language ServiceNow Attend Natural Language Understanding (NLU)

Understanding Learning Portal Fundamentals to learn how to enable your system
Fundamentals to learn and respond to human-expressed intent.
Primer on natural Youtube This session will provide an introduction to natural

language language understanding (NLU), and how it can be
understanding applied in the enterprise to improve work
experiences. An overview of the NLU capability that
will be available in Now Platform in the New York
release will be provided.
Natural Language Youtube

Understanding
Model Tuning
Introduction to Youtube In this video we will get familiar with NLU Model and
ServiceNow NLU its terminologies. Secondly, which plugins to
Model Builder activate and lastly create our first model.
Virtual Agent Youtube Today Marcelle Goodsell, David van Heusden,

Academy: NLU in Victor Chen, and Paul van Nistelrooij of ServiceNow
Quebec - Overview Product Management walk us through the exciting
& Use Cases new NLU enhancements in the Quebec release!
We get started off by walking through the
enhancements before getting into a little demo of
tangible IT and HR use cases which demonstrate
these enhancements.
Orchestration
Orchestration automates simple or complex multi-system tasks on remote services, servers,
applications, and hardware. Orchestration can make calls outside of a ServiceNow instance,
directly to web services or through a MID Server to systems within corporate firewall.

Website pages.

Portal

Community Portal
Orchestration ServiceNow Large collection of links to further resources.

Landing Page Support Portal
Introducing Youtube
Orchestration
Orchestration Demo Youtube
Execute PowerShell Youtube We will look at using ECC queue and Custom
Scripts in Service PowerShell activity to execute PowerShell
Now commands on MID server
Learn Windows Youtube Series of small videos to learn PowerShell from

PowerShell in a scratch
Month of Lunches
PowerShell Tutorial tutorialspoint.com
Orchestration ServiceNow Series of articles by Ashutosh Munot

Articles Community Portal:
• Part 1
• Part 2
• Part 3
• Part 4
Performance Analytics (PA)
Performance Analytics is an in-platform process optimization solution to create management
dashboards, report on KPIs and metrics, and answer key business questions to help increase
quality and reduce the costs of service delivery.

Website pages.

Portal

Community
Portal
Learning Path of a ServiceNow Start your journey as an Accredited Pre-Sales

Pre-Sales Expert Learning Portal Expert
Learning Path of a ServiceNow Start your journey as an Accredited Sales Expert

Sales Expert Learning Portal
Baseline and track ServiceNow This Success Playbook explains the effective
performance, usage Website methods and actions you should take to build a
KPIs, and metrics ServiceNow key performance indicator (KPI) and
metrics program. You’ll find guidance on how to:
• Build consensus on the most important
business outcomes and objectives that your
KPIs should capture
• Limit your reporting to a small number of KPIs
that best reflect the progress you’re making
toward your business objectives
• Set usage targets that clearly articulate the
adoption you need to get the most
ServiceNow value
• Track diagnostic metrics or leading indicators
of success that are both actionable and
clearly identify the risks to your business
outcomes
• Use playbooks that include the actions you
can take to respond to any red flags your
diagnostic metrics raise
Performance Youtube David Tapia of GlideFast Consulting give an

Analytics in overview of Performance Analytics in ServiceNow
ServiceNow in this Share the Wealth session.
Introduction Youtube Introduction to Performance Analytics (PA),

including a sample business scenario and how PA
supports that scenario.
Getting started with ServiceNow Resources and Guides available to help get you
Performance Community started in implementing and maximizing
Analytics Performance Analytics and Reporting with
ServiceNow
First steps with ServiceNow Performance Analytics delivers real-time look at

Performance Developer business performance. It provides visibility and
Analytics Portal insight for application data and processes to help
developers meet and exceed performance goals.
Get Started with ServiceNow This lab uses the complimentary version of
Performance Developer Performance Analytics for Incident Management
Analytics (K20) Portal to deliver a better understanding of the concepts
and value of Performance Analytics. You'll learn
ServiceNow how to analyze performance results and uncover
Learning Portal bottlenecks in your service delivery process by
working with dashboards, widgets, scorecards,
indicators, and breakdowns. You'll walk away with
an understanding of how to analyze your own
organizational data with Performance Analytics,
and how to identify opportunities for
improvement.
Performance ServiceNow In this self-paced technical training attendees

Analytics Learning Portal learn to manage and optimize the performance
Fundamentals of their business processes and services. The
course guides through enabling best practice
content, analyzing visualizations to spot early
trends, and configuring metric-rich dashboards.
This course is a mix of on-demand lecture and self-
paced hands-on experiences.
Performance ServiceNow This simulator-style micro-certification exam is

Analytics Simulator Learning Portal designed to assess your knowledge of
Performance Analytics architecture, deployment,
and configuration to enable out-of-box content
and provide process optimization insights to
process owners and managers within your
organization. Throughout this simulator, you will be
directed to perform the tasks and functions of the
Performance Analytics Administrator working in
your own ServiceNow instance, a safe sandbox.
Performance ServiceNow Attend Performance Analytics Essentials to learn

Analytics Essentials Learning Portal about Performance Analytics, a performance
optimization solution which helps reduce costs,
identify bottlenecks, and improve the efficiency of
your processes and services.
Performance ServiceNow In this simulator you create and manage

Analytics Learning Portal indicators with targets for executive dashboards
Implementation while using time series charts with indicator
Simulator relationships, breakdown dashboards, and
workbenches to deliver service owner dashboard
needs. You use text analytics and Spotlight to
provide front-line workers with dashboards that
connect to the executive-level goals. We help you
walk away knowing how to deliver the perfect set
of indicators and dashboards to help each
persona stay focused on achieving organizational
objectives.
Performance ServiceNow Come join us for our regular Performance

Analytics Office Community Analytics Office Hours event, happening every
Hours other Wednesday at 9 AM Pacific Time. We'll have
Youtube
product experts on hand to provide guidance
and answer your questions in a live setting.
Personas and Youtube Performance Analytics dashboards for different

dashboards user personas.
Comparing trends Youtube

from operational
reports and
snapshots
Analytics Hub Youtube Learn how to use Analytics Hub to analyze,

explore, and compare Performance Analytics
indicator data.
Using Performance Youtube Learn how to use Performance Analytics with

Analytics with external data, including how to configure an
external data external indicator and external breakdown.
Spotlight Youtube Provides a conceptual understanding of the

Performance Analytics Spotlight.
Getting Started with Youtube This video covers activating Spotlight plugin, set
Spotlight up Spotlight group and criteria &
TechNow Ep 46 | Youtube The logical follow on from episodes 42 and 43 on

Performance reporting is to go to Performance Analytics with
Analytics Dan Kane. Even if you're not using PA today, you
can still start the data collector and gather
information for the out-of-the-box indicators and
breakdowns. As a ServiceNow System
Administrator, Dan provides you with the
information to feel comfortable getting started
with the very powerful feature.
Jump-start your ServiceNow Building and implementing an advanced

Performance Developer analytics solution often takes organizations months
Analytics Journey Portal or years, but it doesn't have to be so hard.
(K20) Performance Analytics ships with finely tuned
dashboards and more than 650 KPIs for your IT,
customer service, and HR service delivery
processes. This lab looks at how you can unlock
immediate value by using a combination of these
out-of-the-box solutions and key analytical
capabilities. In this lab, you'll activate out-of-the-
box content for different solutions, configure the
phrases, stop words, and widgets for text
analytics, set up and manage Spotlight, and
embed dashboards in everyday work using in-
form analytics. You'll walk away with a great
understanding of the out-of-the-box content and
how your organization can take advantage of
key features like text analytics, Spotlight, targets
and thresholds.
Visualize ServiceNow Attend this lab for a deep dive into the best
Hierarchical Data in Developer practices for visualizing these hierarchical data
your Dashboards Portal structures in your ServiceNow dashboards. You'll
with Performance learn how to use the breakdown matrix, roll up
Analytics (K20) ServiceNow hierarchical scores with a script, embed the
Learning Portal hierarchy structure in your ServiceNow instance,
build parent-child relationships between
breakdowns, and protect breakdowns with
security permissions. By the end of this session,
you'll be able to create the appropriate
configuration to support your organizational
structures and hierarchy with the right scores,
visualizations, and dashboards.
KPI Composer ServiceNow KPI Composer accelerates the planning and

Overview Learning Portal requirements gathering and bridges the gap
between the Performance Analytics functional
specifications and the technical implementation
stages. KPI Composer enables business analysts
and process owners with light knowledge of
Performance Analytics to define the technical
requirements and design a set of performance
measurements and a dashboard prototype.
Formula Indicators ServiceNow This training explores the Performance Analytics

Overview Learning Portal Formula indicators. The training begins with an
introduction to the Formula indicator type, use
cases, and benefits. Further, an overview of the
indicator configuration and the formula creation
techniques is presented. Also discussed is the use
of Time Series and Breakdowns to tailor the
Formula indicator behavior. The training
concludes with an overview of Formula APIs to
implement advanced business logic and gain
further insight into KPI performance.
Performance ServiceNow Performance Analytics widgets define

Analytics Widgets Learning Portal visualizations for Indicator scores. Multiple widgets
are shown on a dashboard to present a historical
overview or a summary of a business process. This
series of training modules explores the available
widget types, the business and data requirements
they address, how to configure, and when to use
them. Each widget type is covered in a
dedicated deep-dive module.
Dive Deep with ServiceNow This highly technical lab is for all the Performance
Performance Developer Analytics and reporting administrators out there,
Analytics for Portal and will focus on behind-the-scenes configuration
Reporting Admins tasks. In this lab, you'll manage indicator sources,
(K20) configure data collection jobs, do a deep dive on
formula indicators, move dashboards between
instances, enable advanced scheduling features,
manage dashboard and reporting permissions,
and use diagnostics to troubleshoot configuration
problems. You'll walk away from this lab with the
skills to effectively manage Performance Analytics
and reporting in your ServiceNow instance.
Achieve Continual ServiceNow This lab is an end-to-end look at how you can use
Service Developer leading and lagging indicators with Performance
Improvement with Portal Analytics to build dashboards tailored to each
Performance type of stakeholder, ensuring all levels of the
Analytics (K20) organization are working together to achieve your
desired outcomes. You'll create and manage
indicators with targets for executive dashboards
while using time series charts with indicator
relationships, breakdown dashboards, and
workbenches to deliver service owner dashboard
needs. You'll use text analytics and Spotlight to
provide front-line workers with dashboards that
connect to the executive-level goals. We help you
walk away knowing how to deliver the perfect set
of indicators and dashboards to help each
persona stay focused on achieving organizational
objectives.
Building smarter ServiceNow Empower pro developers to expose Performance

applications - Using Learning Portal Analytics and Predictive Intelligence to No Code
analytics in your developers to create Intelligent Workflows that are
workflows (K21) ServiceNow driven by and leverage Now Intelligence.
Developer
Portal
Predictive Intelligence (PI)

Predictive Intelligence (PI) is a platform function that provides a layer of artificial intelligence
that empowers features and capabilities across ServiceNow applications to provide better work
experiences.

Website pages.

Portal

Community
Portal

Now Intelligence for ServiceNow In this eBook you discover how advanced
Dummies Website technologies work together in the Now platform to
deliver better business outcomes, including
getting done work easier and faster, predicting
issues and automating actions and helping your
organization make smarter business decisions.
Make machine ServiceNow Machine learning (ML) holds significant promise

learning simple with Website for IT service management and customer service
Predictive management, particularly for incident
Intelligence categorization, routing, and case assignment. In
this Success Playbook, you’ll learn how to:
• Use Predictive Intelligence (now available in
Agent Workspace) to improve incident
categorization, routing, case assignment, and
solutions
• Demystify machine learning and get your
service desk team in the comfort zone
• Create pilots with Predictive Intelligence
• Refine and scale your use of Predictive
Intelligence for better incident and case
management
Intro into Predictive Youtube Predictive Intelligence enables you to leverage in-
Intelligence platform machine learning to empower features
and capabilities across ServiceNow applications
to provide a better work experience.
Get Started with ServiceNow Welcome to this introduction to ServiceNow

Predictive Learning Portal Predictive Intelligence (PI). In this course, you will
Intelligence learn how to define and execute Machine
Learning (ML) models. These models may be used
to explain the behavior of, or predict a value for,
the target. They also find previously unknown
patterns or relationships in data. In addition, you
will learn how to prepare input data for effective
use with ML models.
Predictive ServiceNow In this course, you will learn how Machine Learning
Intelligence Learning Portal (ML) and Artificial Intelligence (AI) are used to
Fundamentals categorize, route, and prioritize issues
automatically, and how to find and group similar
records. Predictive Intelligence learns from
patterns in historical data, becoming increasingly
accurate in its predictive recommendations.
Predictive ServiceNow Attend Predictive Intelligence Implementation to

Intelligence Learning Portal learn how to implement Predictive Intelligence,
Implementation which is used to categorize, route, and prioritize
issues automatically, and how to find and group
similar records.
TechNow Ep 59 | Youtube Does your organization struggle with an ever-

Work smarter with increasing volume of tickets? Are your agents
machine learning- inundated with tickets that are categorized and
driven automation routed incorrectly? ServiceNow Agent Intelligence
enables you to decrease resolution times and
increase customer satisfaction using machine-
learning algorithms to set field values during
record creation, such as setting the incident
category and assignment group based on the
short description – letting your agents focus on
what they do best.
Tuning Predictive ServiceNow Articles by Lener Pacania:

Intelligence Models Community
“You're sold on using Predictive Intelligence to
Portal
route work more efficiently, help drive faster
• Part 1
resolution, and recommend major incidents
• Part 2
before they become a serious problem.
AWESOME! Then, you run your first classification,
similarity, or cluster solution definition and the
results aren’t what you expected. What do you
do? Part 1 of this article will break down some of
the most common tuning patterns we see in the
field for classification. Part 2 will provide similar
tuning recommendations for similarity and
clustering.”
Predictive ServiceNow
Intelligence FAQ Support Portal
Accelerate Incident ServiceNow Drive faster incident resolution for your agents by
Resolution for Learning Portal configuring Agent Workspace to use AI/ML
Agents using AI/ML (Predictive Intelligence) with a no-code approach
and Flow Designer (Flow Designer). You will learn how to:
(K21) • Identify where AI can help drive automation
• Build AI/ML models to address identified areas
of improvement
• Implement Agent Assist workflows that
leverage AI/ML models
• • Monitor model effectiveness over time
Process Automation Designer (PAD)
Process Automation Designer is a application that will elevate your business processes to the
next level. PAD is based on the technology of Flow Designer and allows you, as a business
process owner, to organize flows into unified cross-enterprise processes and provide your users
with a guided path through the process lifecycle with playbooks.

Website pages.

Portal
Process Automation ServiceNow

Designer Community
Introduction Portal
TechNow Ep 80 | Youtube Arriving in the Now Platform Paris release, the new
Process Automation Process Automation Designer app empowers
Designer/Playbook process owners to author cross-enterprise
Part 1 workflows and create a unified process. In
addition, you can use Playbook to provide users
with a simplified, task-oriented view of your
process.
TechNow Ep 81 | Youtube Join us for the second of this two-part series on

Process Automation how the new Playbook app makes it easier than
Designer/Playbook ever to visualize cross-enterprise workflows.
Part 2 Playbook is a new in-platform capability to
visualize processes built with Process Automation
Designer and help everyone be more effective.
Process Automation Youtube ServiceNow Process Automation Designs quickly

Designer Playbook tied into your Workspace via Playbook.
setup Walkthrough the configuration of doing just that.
Citizen Developer Edition guidance
Introduction to ServiceNow In this course, you will familiarize yourself with the
Playbooks and Learning Portal Playbooks and PAD interfaces, use cases, in
Process Automation addition to a basic overview of each topic.
Designer Playbooks is a way to visualize your business
process, with configurations and inner-workings
taking place in Process Automation Designer.
Playbooks and ServiceNow If you are interested in building or authoring cross-

Process Automation Learning Portal enterprise workflows in a single, unified process,
Designer you've come to the right place. Using a kanban
Fundamentals board-like interface, you can provide end users
with a task-oriented view or your process. In
addition to PAD, you will use Playbooks to
customize the default Playbook user experience
to create a visualized business process workflow.
Build cross- ServiceNow In this hands-on training, you'll learn how to create
enterprise workflows Learning Portal custom, drag-and-drop processes using Process
with process Automation Designer that can then be visualized
automation ServiceNow and interacted with in real-time using Playbook
designer and Developer Experience. Build custom Activity Definitions that
playbook (K21) Portal are powered by Flow Designer to perform tasks
such as creating specific tasks, performing
updates to records, and collecting user input to
be used in integrations.
Reporting
Reporting enables you to create and distribute reports that show the current state of instance
data, such as how many open incidents of each priority there are. Reporting functionality is
available by default for all tables, except for system tables.


Portal

Community
Portal
Getting started Youtube Shows how to create and distribute reports using
with reports the ServiceNow Report Designer.
Reporting ServiceNow ServiceNow includes 25 standard report types to

Overview Learning Portal display data from any instance. Learn to create
new reports, utilize existing reports, and share
reports. Metrics and dashboards are also discussed.
The interactive lessons and hands-on activities will
guide you through the core concepts, and the on-
demand format allows you to work at your own
pace.
Get Started with ServiceNow This course provides an introduction to ServiceNow

Reports Learning Portal Reporting, an application to organize, summarize,
and present data to convey information in a
meaningful way. Placing your organizational data
in a single system of action allows you to be more
efficient, act consistently, and extract insights that
improve how you work.
Data Visualization ServiceNow Visualizations convey complex data, which can be

Developer difficult to describe in words, using a chart or graph.
Portal The Now Platform's data visualization options help
developers present data to users in easily
consumable ways. Reports, percent complete
fields, chart fields, on-demand charts, and
Dashboards are used to present sophisticated
information using visual strategies.
Make Complex ServiceNow Article by Adam Stout:

Reporting Easier Community
“ServiceNow has an amazing report builder that lets
using Query Portal
normal users quickly and safely perform complex
Techniques
queries leveraging the relationships in the system.
With the addition of Related List Conditions, we are
able to perform even more complex queries with a
simple UI. In addition to what we can do with the
standard condition builder, we can leverage the
power of the NOW Platform when we need to use
even more complex logic.”
How to access Youtube Provides an overview of how to generate reports

fields on extended using extended tables and dot-walking.
tables
TechNow Ep 42 | Youtube Join Kreg Steppe, Dave Slusher, and Chuck Tomasi
Basic Reporting as Kreg demonstrates the reporting features of
ServiceNow. Take a look at the ServiceNow Report
Writer and it's features. Leverage data we all collect
in our systems and turn them into reports as well as
mix it up into various styles and see how many ways
we can look at our data.
TechNow Ep 43 | Youtube Following up on TechNow episode 42, we dive a

Advanced little deeper into ServiceNow reporting and taking a
Reporting look at some advanced features. Now that we are
visualizing our data in reports, let’s make our reports
a little more robust by exploring drilling down,
interactive dashboards, related lists, and database
views.
Advanced Report Youtube Items demonstrated/discussed in this video:

Features in • Create a report from a list
Orlando • Utilized Data Sets to show tasks from different
tables assigned to the same individuals
• Implemented Related List Filter to show tasks with
a breached SLA
• Created Report Ranges to display records
created within a specific time range
• Displayed Database View Report which allows
user to access fields from the table that extends
the task table and the task_sla table
• Illustrated how a pie chart can be used as a filter
for other reports on a dashboard
• Scheduled reports to be emailed on a regular
interval and how to remove the email field
• Created a Report (Data) Source, showed how it
displays in the report, where to find it after
creation and the UI Action (Reports using this
report source) at the bottom of the form.
Dynamic recipient Youtube: Let's stop sending scheduled reports to everyone

list for scheduled • Part 1 (you know, just in case!) and only send them to the
reports • Part 2 people, teams, and managers that have items in
the report.
Advanced ServiceNow This advanced lab is jam-packed with the

Reporting (K20) Developer knowledge you need to bring your reports to the
Portal next level. We'll show you how to connect multiple
datasets, arrange report data in effective ways,
and deliver your reports to stakeholders through
dashboards and scheduled emails. You'll also learn
how to answer questions quickly with the ad-hoc
capabilities of Interactive Analysis. In this lab you'll
discover how to use related list conditions and
filters, leverage report data sources, group and
stack data in charts, display multiple sources on a
single chart, import external Excel data, create
report ranges, schedule report emails, and launch
Interactive Analysis from any list view.
Get started with ServiceNow This Lab covers the essentials of gathering and
Reporting (K20) Developer filtering your ServiceNow data to produce
Portal meaningful information for you and your
stakeholders. In this lab, you'll get an introduction to
the different reporting capabilities in ServiceNow
and learn best practices for your own reports. You'll
work with list filters, the report designer, report
sources, and different visualizations types to
understand how to effectively share a story through
visual information. You'll walk away with the
foundational knowledge and confidence to create
meaningful and actionable reports.
Reporting for ServiceNow As a reporting administrator or guru, your

Administrators Developer organization looks to you when they need to find
and Expert (K20) Portal the right data for their report, when they need to
create and use database views, and when they
are stuck trying to create an advanced report. This
lab focuses on some of the most complex and
powerful reporting concepts to ensure you can
always produce the perfect report. In this lab, you'll
manage report data sources and report ranges,
add reports to the Service Portal, create and use a
database view, manage metric instances, create
geographical maps, and tune your reports for the
best possible performance. You'll also be able to
access bonus exercises that focus on scripted filters
and functions.
Advanced Youtube In this session some of the features that are only
Reporting Features available to the report_admin role are presented.
for Report Admins If you have curiosity around Report Statistics, Report
Sources, Report Ranges, Creating Maps, using
Coloring rules in Multilevel Pivot reports or Single
Scores and many other things you should join.
Service Catalog & Request Management
With the Service Catalog application, create service catalogs that provide your customers with
self-service opportunities. Customize Service Portals where your customers can request catalog
items such as service and product offerings. You can also standardize request fulfillment to
ensure the accuracy and availability of the items in the catalogs.

Information Website: pages.
• Service
Catalog
• Request
Management

Portal

Topic Community
Portal:
• Service
Catalog
• Request
Management
Design a world- ServiceNow This Success Guide will help you create a world-
class service Website class service catalog design, governance, and
catalog maintenance process that:
• Optimizes customer experience and process
efficiency
• Builds a robust catalog structure to improve
search and set the right expectations
• Streamlines fulfillment workflows for faster
delivery time and issue diagnosis
• Provides flexibility to make changes to the
catalog for relevance
• Defines the right measures of success and
predictive metrics to identify performance gaps
8 Steps for sncdevelopment This checklist is for customers without an

Creating a .com implementation plan yet and are interested in what
Service Catalog they need to prepare. The use of this checklist
Users Will Enjoy depends on the status of your implementation
Using project plan, desired timelines, objectives, and
defined success criteria. The effectiveness of this
checklist is dependent on the level of commitment
demonstrated by all involved.
Catalog Builder Youtube Series of videos regarding the Catalog Builder

introduced with the Quebec release.
Getting started Youtube Series of video about the Service Catalog and how
with Service to setup it.
Catalog
Tips and Tricks - Youtube GlideFast presents tips and tricks for Catalog Items
Catalog Items in ServiceNow.
Dynamic Youtube In this video it is demonstrate that how we can

Approval customize the existing service catalog item
Configuration for workflow and configure dynamic approval into it.
Catalog Items The procedure we can use for other ServiceNow
applications and modules.
Next-Level ServiceNow You will learn in this course how Service Catalog
Service Catalog Developer Portal codelessly automates workflows and approvals to
with Dynamic enable organizations to improve the customer
Workflows (K20) experience.
Service Portal
A Service Portal is a portal framework that allows administrators to build a mobile-friendly self-
service experience for users. It interacts with parts of the ServiceNow platform, so users can
access specific platform features using Service Portal.
Product ServiceNow Website Entry point to the official product information

Information pages.

Portal
Service Portal ServiceNow In this module you will create a portal using
Introduction Developer Portal baseline widgets and functionality. You will
configure widget options, create a page
layout, and modify portal branding.
Service Portals ServiceNow Learning This simulator will test your Service Portal skills
Simulator Portal as you read through customer requirements
and implement a new portal. It will assess your
knowledge of the following topics:
• Creating a new portal with custom
branding, theme, and menu
• Creating a header and footer
• Creating new pages containing both
existing and custom widgets
• Creating search sources, both simple and
advanced
• Creating Announcements
• Implementing internationalization within a
portal
• Implementation of login and user redirect
processes
Service Portal Youtube Demonstrates the ServiceNow Service Portal

Overview from the end user perspective.
Getting started codecreative.io This guide will help you get started with basic
with Service configuration of the IT Service Portal.
Portals
5 Essentials All Youtube There are a few key factors that determine
Great Service whether your company’s portal will engage
Portals Have in users or frustrate them. Join for an in-depth
Common look at 5 essential elements of a great Service
Portal experience, and what you can do to
ensure that your portal saves your company
time, money, and headaches.
Building a Service servicenowelite.com By following these steps and adding a few

Portal minor enhancements, you can build an
awesome Service Portal!
Service Catalog Youtube Provides an overview of configurable options

on Service Portals in the Service Catalog on the Service Portal
and explains how to perform those
configurations.
Creating Simple ServiceNow Learning Attend this course to learn about enabling
Search Sources in Portal search sources in Service Portal.
a Service Portal
Creating Simple ServiceNow Learning A Search Source enables Service

Search Facets in a Portal Portal users the ability to perform keyword
Service Portal searches against a particular data
source. Within a Search Source, Search
Facets can be defined to allow users to further
filter the search results. This video will
demonstrate how to create three different
types of Search Facets for a Simple Search
Source within a Service Portal. The intended
audience for this video is System
Administrators and Service Portal developers.
Problems with Youtube In this episode, I discuss some of the issues with
Making Public creating public forms on ServiceNow and
Forms Service Portal. There's more to it than the
issues most are familiar with such as getting UI
Policies, Client Scripts, and submission to work
correctly. We often overlook the security
implications of creating public forms such as
denial of service vulnerability and exposure of
data. It's the latter issues that I tackle in this
episode focusing particularly on denial of
service and how improper implementations of
Google ReCaptcha fail to protect.
Development
Documentations Serviceportal.io “Here you will find the unofficial documentation

for the ServiceNow Service Portal technology. This
material was originally created by the Service
Portal development team. However, the original
documentation on GitHub has since been
removed, so we have decided to pick up where
they left off.”
TechNow Ep 68 | Youtube When you think of developing apps on the Now

Deconstruct! Platform, your first thought may not be an app to
Advanced Service play the popular game show Jeopardy. Chuck
Portal App Tomasi did just that - and demonstrated the app
live at Knowledge 19. In this episode, Chuck takes
you on a "tear down" of the platform capabilities,
challenges, and solutions in his Jeopardy app
Deep Dive Into The Youtube Come join us and Community MVP, Pranav
World Of Portals • Part 1 Bhagat, for a 4 part series on the world of
• Part 2 ServicePortal and the variety of components.
• Part 3
• Part 4
Debugging Tips Youtube Provides debugging tips for troubleshooting

Service Portal configuration issues.
CSS
Cascading Style Sheets, fondly referred to as CSS, is a simple design language intended to
simplify the process of making web pages presentable.
CSS tutorialspoint.com This CSS tutorial will help both students as well as
Tutorial professionals who want to make their websites or personal
blogs more attractive.
SASS
SASS (Syntactically Awesome Stylesheet) is a CSS pre-processor, which helps to reduce
repetition with CSS and saves time. It is more stable and powerful CSS extension language that
describes the style of document structurally.
SASS tutorialspoint.com This tutorial will help both students as well as professionals,
Tutorial who want to make their websites or personal blogs more
attractive.
SCSS
SCSS is a subset of the Syntactically Awesome Style Sheets (SASS) specification and is an
extension of CSS. Every valid CSS style sheet is valid SCSS.
Service Portal ServiceNow Entry point to the official product documentation.

CSS Documentation
Portal
The ultimate ServiceNow Article by dylan.lindgren:

Service Portal Community Portal
“In this article, I’m going to explain some of the
CSS Guide
fundamental concepts of CSS, the various ways to
create that CSS in Service Portal, and best
practices when doing so.”
SCSS Variables serviceportal.io Learn how to streamline your stylesheets in Service

in Service Portal by utilizing the full power of SCSS.
Portal
Using SCSS serviceportal.io

Variables in
Widgets
SCSS Variables GitHub Find here all SCSS Variables used in Bootstrap for
for Boostrap Service Portals.
Bootstrap
Twitter Bootstrap is the most popular frontend framework in the recent time. It is sleek, intuitive,
and powerful mobile first front-end framework for faster and easier web development. It uses
HTML, CSS and JavaScript.
Boostrap tutorialspoint.com This tutorial has been prepared for anyone who has a
Tutorial basic knowledge of HTML and CSS and has an urge to
develop websites. After completing this tutorial, you will
find yourself at a moderate level of expertise in developing
web projects using Twitter Bootstrap.
AngularJS
AngularJS is a very powerful JavaScript Framework. It is used in Single Page Application (SPA)
projects. It extends HTML DOM with additional attributes and makes it more responsive to user
actions. AngularJS is open source, completely free, and used by thousands of developers
around the world.
AngularJS homepage angularjs.org Entry point to the official product

documentation.
AngularJS Tutorial tutorialspoint.com This tutorial is designed for software

professionals who want to learn the basics of
AngularJS and its programming concepts in
simple and easy steps. It describes the
components of AngularJS with suitable
examples.
Building Apps with ServiceNow In this course, you will use your existing
AngularJS Developer Portal AngularJS skills to develop applications on
ServiceNow's powerful application platform
using AngularJS and Bootstrap. Note: This
course does not teach AngularJS.
Understanding Youtube This session will explore why, when, and how to
Angular Providers use Angular Providers in Service Portal. We’ll
take a look at the anatomy of services and
directives, analyze some out-of-box examples,
and build a few from scratch.
Using and Youtube Now Community MVP, Pranav Bhagat, and Sr.
Customizing Angular ServiceNow Consultant at Nike, discusses what
Components in are Angular Components and how to use
ServicePortal custom components in ServicePortal.
Service Portal ServiceNow Article by dylan.lindgren:

fundamentals: Community Portal
“Apart from the basic concepts of HTML, CSS,
AngularJS scopes
and JavaScript, one of the most powerful
things you can learn to really feel comfortable
in Service Portal is AngularJS scopes. Once you
understand scopes, the amount of road blocks
you'll hit when developing widgets will
dramatically lower, and you'll be well on your
way to becoming a Service Portal master!”
Widgets
Widgets are what define the content in your portal. You can use the base system widgets
provided with Service Portal, clone and modify widgets, or develop custom widgets to fit your
own needs.
Widget ServiceNow Entry point to the official product documentation.

developer guide Documentation
Portal
Anatomy of a Youtube Provides an overview of service portal widgets and

Widget their components, and the life cycle of a widget.
Creating Custom ServiceNow In this module you will use your existing JavaScript,
Widgets Developer Portal AngularJS, HTML, and ServiceNow development skills
to create, test, and debug custom widgets using the
Widget API. You will communicate between the
widgets by broadcasting AngularJS events. You will
create user-settable widget options and define a
directive. You will use a Record Watch to listen for
record changes outside of Service Portal.
Communicating Youtube In this tutorial, there is a widget created to

between the demonstrate how the UI and Client Script can
Client Script and communicate with the Server Script.
the Server Script
of a widget
Making a Youtube Showing how to use the spUtil.recordwatch to

responsive have a widget with action buttons that shows and
"action" widget hides depending on the state of the ticket.
Secrets of the serviceportal.io By now, you’ve probably already used the Simple
Simple List List widget. It is one of the default widgets on the
Widget OOB portal homepage. Similar to the Data Table
widget, it is used to display a list of records from a
table. However, there is a lot more to this widget
than you might think. In this post, we will cover some
of the secrets of the simple list widget.
Code Decoded - Youtube Watch this video to learn the basics of building a
Service Portal custom Service Portal widget. Chuck covers the
widgets fundamentals of server side, client, and HTML code
and how to pass information between them.
Code Decoded - Youtube Learn how to create Service Portal widgets that
Service Portal automatically update based on data changes.
Live Widgets These are great for dynamic dashboards that don't
require a constant refresh. Bonus - this episode will
also show you how to make an widget reusable
using the option schema.
Localizing your Youtube On this episode, we will tackle the task of making
Service Portal widgets multi-language-ready. There are several
widgets methods for getting your text translated. We're'
going to dig in and get something working. Crack a
beverage and come join us!
Real Time To Do Youtube One of the powerful features of the new Helsinki
App using Service Portal is the integrated "record watcher"
Service Portal & capability. This allows widgets to update in near
Record Watchers real-time as the data changes in the database. In
this tutorial we will build a sample To Do (task ) app
that uses two widgets, one for creating records, and
the second for showing the list of tasks.
Building a Youtube Watch that webinar, presented by the Portal Guru

Service Portal himself, Jeff Pierce, as he takes a highly technical
Widget from look at building a basic widget from scratch, and
Scratch how to get started on creating a custom experience
for your users and your organization.
TechNow Ep 27 | Youtube Join Chuck Tomasi and Dave Slusher as they walk
Service Portal 1/2 you through creating and using a Service Portal
widget on the Helsinki release. They will demonstrate
how to code the widget itself with the real time
editor, how to set up a Service Portal page to
include that widget, and how to make that page
available to end users.
TechNow Ep 28 | Youtube Join Chuck Tomasi and Dave Slusher as they

Service Portal 2/2 continue their discussion on Service Portals based on
users’ input! They get into some more advanced
topics around creating widgets and solving
problems.
Surveys
With the ServiceNow Survey Management application you can create, send, and collect
responses for basic surveys. If installed, you can also use the Survey widget to set up a survey
within Service Portal.

Information Website

Portal
Assessments, Youtube Explains the differences among assessments, surveys,

Surveys, and and quizzes, and when to use each. It also provides a
Quizzes quick look at the three stages in the survey process:
designing, sharing, and evaluating.
How to Embed Youtube You can use the Outlook Actionable Messages plugin
ServiceNow to have your surveys embedded into outlook email
Surveys in messages. This allows for customers to fill out the
Outlook survey without having to log back into your
instance. Note that this feature only works with
Outlook on Windows right now.
Virtual Agent
Virtual Agent is a platform for providing user assistance through conversations within a
messaging interface. Use Virtual Agent to design and build automated conversations that help
your users quickly obtain information, make decisions, and perform common work tasks.


Portal

Community
Portal
ITSM Virtual Agent Youtube

Demo
First Steps with ServiceNow Virtual Agent is a conversational bot platform for
Virtual Agent Developer providing user assistance through conversations
Portal within a messaging interface. Use Virtual Agent to
build automated agents (bots) and design bot
conversations that help your users quickly obtain
information, make decisions, and perform common
work tasks.
Virtual Agent ServiceNow Very detailed and in-depth series of articles on this
Overview Community subject.
Portal
Virtual Agent Youtube Demonstrates the Virtual Agent in the ServiceNow

Overview platform.
Virtual Agent ServiceNow Attend Virtual Agent Overview to learn how Virtual
Overview Learning Portal Agent can increase the effectiveness of employee
self-service.
Virtual Agent ServiceNow Attend Virtual Agent Fundamentals to learn about

Fundamentals Learning Portal Virtual Agent's benefits, how you can leverage it in
your ServiceNow environment, and its
components.
Virtual Agent ServiceNow Use Virtual Agent to design communications that

Implementation Learning Portal help your users quickly obtain information, make
decisions, and perform everyday work tasks like HR
requests, or customer service questions.
Virtual Agent ServiceNow Virtual Agent can leverage and integrate with
Integrations Learning Portal other platform capabilities and applications,
making the Virtual Agent Experience extremely
powerful.
Virtual Agent ServiceNow The Virtual Agent Simulator will assess the learner's
Simulator Learning Portal ability to implement Virtual Agent and Natural
Language Understanding. In order to take the
simulator, you must complete the Virtual Agent
Fundamentals, Implementation and Natural
Language Understanding course first.
Scripting in Virtual ServiceNow Watch a ServiceNow System Administrator

Agent Learning Portal demonstrate how to create a Virtual Agent topic
that incorporates scripting and then test it in the
Preview mode, Service Portal, and Now Platform.
Virtual Agent ServiceNow Attend this course to learn how to configure

Advanced Topics: Learning Portal complex functionality for Virtual Agent.
Keyword to NLU
Virtual Agent ServiceNow Pre-chat surveys simplify the user experience

Advanced Topics: Learning Portal through a process of reducing the number of
Surveys available service options based on the user’s
current needs. Post-chat surveys gather feedback
based on the user's experience with both Virtual
Agent and live agents. Watch this 4-minute video
to discover the power of these surveys and learn
how to configure them
Virtual Agent ServiceNow Attend this course to learn how to configure

Advanced Topics: Learning Portal complex functionality for Virtual Agent Analytics.
Analytics
Developing Virtual ServiceNow In this module, you will activate Virtual Agent in an
Agent Topics Developer instance, learn how Virtual Agent works, and
Portal create Virtual Agent topics for the NeedIt
application.
Virtual Agent & ServiceNow Article by Victor Chen

Agent Chat FAQ Community
Portal
Ask the Experts: Youtube ServiceNow added natural language

Understanding the understanding (NLU) capabilities to Virtual Agent in
NLU Capabilities in New York, making chatbot conversations more
Virtual Agent natural and improving work experiences for your
employees and customers. Join this session to get a
review of Virtual Agent as well as a technical
introduction to NLU and a demo of how easy it is to
use the NLU Model Builder to create models for
understanding the intention and context of user
input.
Virtual Agent Youtube Series of monthly sessions about building and

Academy configuring Virtual Agents.
Virtual Agent for ServiceNow Take advantage of Virtual Agent to build a bot
ServiceNow Developer capable of helping guide ServiceNow developers
developers Portal find the right place to put their logic on the
platform. At the end of this session you will have a
working Virtual Agent that can be customized to
your company's particular preferences on when to
use which tools in the platform for any given
problem. We will utilize flow designer, integrations,
and decision tables.
Creating an ServiceNow Learn how to create a delightful user experience

Intelligent Service Developer for your customers in a Service Portal, using the
Portal with Virtual Portal Agent Intelligence and Virtual Agents capabilities
Agent and of the Now Platform. Say goodbye to huge multiple
machine learning drop-down lists on Incident forms, and instead,
learn how Agent Intelligence can apply machine
learning to intelligently categorize and assign
Incidents. Say goodbye to waiting to chat to an
online agent with Virtual Agent. Use Virtual Agent
on the Service Portal to find answers to your
questions, reset your password, and submit and
track Service.
Add a chatbot to ServiceNow In this session, you’ll learn how to create a chatbot
your application Learning Portal and deliver an interactive conversation to your
(K21) end-users. No coding skills required as you give
ServiceNow users a simple way to create and update records
Developer as if they were chatting with a live age.
Portal
Deliver a great ServiceNow During this workshop you’ll learn how to design a
conversational Developer virtual agent conversation that interacts with your
experience to Portal customers, collects information from your
your customers infrastructure and deliver a great user experience.
(K20) Combining solutions (CSM+ITOM) with the platform
core capabilities (Virtual Agent) makes possible to
give a quicker and better response to the users,
increasing their satisfaction and agent productivity.
Visual Task Boards

Visual Task Boards (VTB) transform the navigation of lists and forms into an interactive graphical
experience. With Visual Task Boards, you can view and update multiple task records, which
appear as cards that can be moved between lanes. An activity stream on the board displays
recent activity so you can easily track changes to tasks. You can add task cards from any table
that extends Task to intuitively and easily track updates and edit records directly from the board
Product Information ServiceNow Website Entry point to the official product

information pages.

Portal
Visual Task Boards Youtube Overview of ServiceNow Visual Tasks Boards

Overview in the New York release.
Everything you need Youtube This is a crash course for learning about
to know about Visual everything in VTB and it will help you setup
Task Boards VTB for your team and how to use it.
Workflows
Workflow provides a drag-and-drop interface for automating multi-step processes across the
platform. Each workflow consists of a sequence of activities, such as generating records,
notifying users of pending approvals, or running scripts. The graphical Workflow Editor represents
workflows visually as a type of flowchart. It shows activities as boxes labeled with information
about that activity and transitions from one activity to the next as lines connecting the boxes.

Portal
Workflow course ServiceNow In this module, you will use the Workflow Editor
Developer Portal to create, test, and debug a workflow to
manage the NeedIt request approval process.
Workflow Best ServiceNow Article by Tiago M

Practices Community Portal
Workflow ServiceNow Support

Resources Page Portal
Workflows vs. Flow Designer
Success Meetup: Youtube Success Meetup: Community MVP Steven Bell -

Flow Designer vs. Implementing Flow Designer vs. Workflows. Is there
Workflows parity? What are the differences?
Answering the Age- Youtube What’s a Flow Designer? Are we going to have to
Old Question: Flow convert all of our workflows? Can Flow Designer do
Designer or Workflow all the things that Workflow Editor did? Is Flow
Editor? Designer better? If you have asked yourself any of
these questions, this session is for you. We will cover
the key design philosophies behind each tool and
give some examples where each one shines. Not all
workflows are created equal and this session should
help you determine the best tool to fit your needs.
Configure ServiceNow This course bridges the gap between Orchestration,

Orchestration, Flow Learning Flow Designer, and IntegrationHub comparing how
Designer, and Portal each are used and how Flow Designer can
IntegrationHub leverage workflows built using Orchestration.
Development
Low-Code development platforms allow IT and business professionals to create business
application software through graphical user interfaces, instead of traditional computer
programming. Coding is replaced by building apps visually by dragging and dropping UI
components. All of the project's components, such as frontend and backend code and
configuration files, are automatically generated based on standard best practices.
Personal ServiceNow ServiceNow offers free Personal Developer

Developer Developer Portal Instances (PDIs) to Developer Program members
Instance (PDI) who want to develop applications or improve their
Guide skills on the Now Platform. PDIs provide members
Introduction with a sandbox environment to experiment with
the Now Platform and build greater value for their
businesses.
Professional Partner Success Guide to developing custom business applications

Developer Guide Center on the Now Platform
to the Now
Platform
Application GitHub This is a prescriptive approach on development

Development methodology created by a committee of experts
Methodology & that have worked with various customers and
Best Practice internal groups to give you the best guidance
based on experience.
Available script ServiceNow Scripts can be used in many places. The most
types Documentation important detail is whether the script runs on the
Portal client or the server. That page gives an overview
of the most important script types of ServiceNow.
Introduction to ServiceNow In this module, you will learn how scripts can
Scripting Developer Portal increase an application's capabilities, where to
Objectives find information about the ServiceNow APIs, and
how to use the Script editor.
Developing as a ServiceNow This guide is aimed at professional developers and

Team Developer Portal development teams. It aims to help those
developers and teams adopt forward-looking,
future-proof practices for team management,
instance and application configuration, and
source control usage
Scripting Best Youtube: Steven will review several best practices you, as a
Practices • Part 1 developer, should be observing when you are
• Part 2 creating/updating your ServiceNow scripts.
• Part 3
• Part 4
Exploring Youtube Exploring why Xplore is the most downloaded and

ServiceNow with highest rated app on ServiceNow Share. This 5
Xplore minute videos to save you HOURS.
Creator Toolbox - Youtube On this episode, join Andrew, Brad, and Chuck as
Managing Dev on they take a look at how to manage your
ServiceNow Part 1 development on the Now Platform and deploy
code changes. Part 1 will focus on the older
methods of using Update Sets
Creator Toolbox - Youtube On this episode, join Andrew, Brad, and Chuck as
Managing Dev on they take a look at how to manage your
ServiceNow Part 2 development on the Now Platform and deploy
code changes. Part 2 will explore source control
and the application repository capabilities and
when and how to leverage them.
Create Platform Applications

ServiceNow provides all the underlying cloud functionality to support any process – user
interface, forms designer, security, workflow engine, notifications, configurable database,
reporting and analytics amongst others. It also provides a modern development environment
that enables you to extend the supplied applications or to create your own custom
applications

Website pages.

Portal
Manage ServiceNow This Success Playbook will teach you how to

application WebSite build your organization’s ability to realize value
development on the from application development on the Now
Now Platform Platform. You’ll learn:
• How to build effective capabilities for
managing application development
• How to scale your application development
capabilities on ServiceNow
Professional ServiceNow Learn how anyone can automate, extend, and

Developer Guide for Developer Portal build digital workflow apps across the enterprise
the Now Platform with the Now Platform.
Low-Code Apps for ServiceNow This book guides you through building your own
dummies Website apps quickly, regardless of skill or experience
level, including:
• The types of apps you can build
• Best practices from low-code experts
• A proven development plan you can follow
Builder Series Youtube The ServiceNow Builder series walks through the
process of building a no-code app using a
sample use case. You'll discover how easy it is to
go from unstructured work to a system of record
with workflow, chatbot, and more to create a
great user experience and increase productivity
in your organization without writing a single line
of code.
No-Code ServiceNow Attend No-Code Application Development to

Application Learning Portal learn how ServiceNow No-Code Developers can
Development build great applications without writing any
code, to keep innovation moving forward.
Application ServiceNow The Application Creation via Guided Application

Creation via Guided Learning Portal Creator course empowers Business Process
Application Creator Analysts, System Administrators, and Developers
of all levels to drive digital transformation and
make work better. This self-paced course guides
students through the creation of a new
ServiceNow custom application via Guided
Application Creator without the use of code.
No-Code Guide for ServiceNow This guide gives prescriptive guidance to citizen
the Now Platform Developer Portal developers, builders, and no/low-coders to build
custom business applications on the Now
Platform. When developing on the Now Platform
there is typically more than one way to build
something, and this guide aims to give builders
the tools they need to make the right choices at
those decision points
Team Development ServiceNow Team Development supports parallel

Documentation development on multiple, non-production
Portal ServiceNow instances. It provides the following
features:
• Branching operations, including pushing and
pulling record versions between instances.
• The ability to compare a development
instance to other development instances.
• A central dashboard for all Team
Development activities.
Securing ServiceNow In this course you will learn to secure

Applications Developer Portal applications, modules, and tables from
unauthorized user access. You will also learn to
secure application tables against access by
other scoped applications or web services.
Securing an ServiceNow Blog post by Pradeep Sharma:

application using Community
“In this post, I will show you how to utilize Cross
Cross Scope Portal
Scope Access, Application access setting and
Access, Application
Restrict Table Choices to secure your scoped
Access Settings &
apps against other applications. I'll give you
Restrict Table
examples of how to use Application Access
Choices
Setting, Restrict Table Choices, Cross Scope
Access to enable access, disable access, and
track your scoped apps across the platform.”
Application ServiceNow In this module, you will learn to create

Properties Developer Portal application properties, use application
properties with the GlideSystem
getProperty() method and create a
properties module for an application.
Context-Sensitive ServiceNow Add Embedded Help to your apps to provide

Help Developer Portal users with timely and convenient assistance,
drive application adoption, and avoid support
calls. Help your users love your apps.
Using Global Scope ServiceNow Article by Jochen Larbig:

Apps to make Community
“In case a Global Scope Applications like
Customizations in Portal
Incident Management needs to be modified,
Global Scope easier
this is usually done by just directly updating the
objects in question. However, by utilizing Global
Scope App developers are able to
• easier keep track of what has been changed
on the platform for each process or use case
• use the Studio UI for development
• unlock Source Control capabilities via git
• make deployment easier by moving away
from Update Sets”
Create Mobile Applications

Mobile Development for ServiceNow's three mobile applications is completed within Studio and
the Now Platform. The mobile apps provide persona-focused, mobile-first experiences for
agents, requestors, and new hires. The feature-rich apps include offline read/write access
(Mobile Agent only), actionable push notifications, UI policy configuration, AI search, Virtual
Agent, native web bridges, and more. The applications can be customized and configured for
the needs of the business, including the creation of new applets. There are also base system
applications for the lines of business to help get started with the mobile applications.
What Where to Description

find

Website pages.
[Quebec] Mobile ServiceNow This guide will highlight new features in Quebec as
Migration Guide Community well as lay out steps you should consider in order to
Portal migrate to the new ServiceNow mobile apps in
Quebec.
find
[Quebec] Mobile ServiceNow The Quebec release of the Mobile Implementation

Implementation Guide Community Guide will walk you through the process of getting
Portal your company ready to implement mobile. You’ll
learn all of the declarative (point-and-click) tools
needed to configure a personalized mobile
experience for your organization including:
• Getting started with out-of-the-box mobile apps
• Modifying pre-existing mobile workflows using
Mobile Studio for ServiceNow Agent and Now
Platform UI for Now Mobile
• Creating new mobile workflows using Mobile
Studio, Guided App Creator, the Now Platform
UI
• Optimizing your custom mobile workflow
How to Start Creating Youtube Demonstrates how to start creating an application

an Application for a for a mobile device.
Mobile Device
Mobile Studio | Youtube Demonstrates how to create a mobile app for the
Creating a mobile app ServiceNow Agent mobile app using the Guided
using the Guided Application Creator in the New York release. Other
Application Creator videos in this series will show you how to add
functionality via applets and functions.
Mobile Studio | Build a Youtube Demonstrates how to build an application in Studio

List App for a mobile device that displays a list of records
with details about each record, and provides smart
buttons to access related KB articles, and call an
associated phone number.
Mobile Studio | Youtube Demonstrates how to configure a navigation

Configuring navigation function that directs your users to another list applet
from one list applet to when they tap a record from a list.
another
Mobile Studio | Build a Youtube Demonstrates how to build an application in Studio

Map App that displays map locations on a mobile device.
Mobile Studio | Youtube Demonstrates how to configure a list applet and

Configuring a list create smart buttons in a ServiceNow Agent mobile
applet in a mobile app app.
Mobile Studio | Youtube Demonstrates how to create and configure a map

Configuring a map applet and create smart buttons in a ServiceNow
applet in a mobile app Agent mobile app.
find
Mobile Developer Youtube A series of videos demonstrating how to develop

Fundamentals mobile applications.
Mobile Development ServiceNow Attend this course to learn about the fundamentals
Fundamentals Learning of Mobile Development in ServiceNow.
Portal
Get started with Mobile ServiceNow This lab session provides knowledge and hands-on
Studio (K21) Learning experience to put the power of mobile app
Portal development in developers’ hands. Customize the
mobile apps to display the appropriate information
for the organization in ways employees recognize.
Learn to configure new mobile applications in
Studio using a graphical, no-code interface,
customize the mobile applets to display information
to help employees get their work done faster and
easier, create parameterized applets to display
dynamic information, use mobile filters to limit the
return of records to those most relevant, and
increase efficiency with functions. This session
requires a mobile device to test mobile app
configurations.
Create a mobile ServiceNow Deliver the consumer-like mobile experience to

experience for your Learning your enterprise apps without writing any code. In
app (K21) Portal this session, you’ll learn to use Mobile Studio to build
a mobile application as an extension to an existing
ServiceNow ServiceNow app. Your app will have access to
Developer geolocation, swipe actions, and other apps all
Portal without writing a single line of code!
Advanced Mobile ServiceNow This lab is for those who have the basics down and
Studio (K20) Developer are ready to develop advanced mobile
Portal experiences. Learn how to extend existing
performance analytics and platform reports on
ServiceNow mobile to allow end users to view and interact with
Learning these KPIs and metrics on mobile. The newly
Portal improved grouped list and how to configure an
advanced multi-segment list applet are also
covered.
Personalize Mobile ServiceNow Now that you know how to work with Mobile Studio,
Experiences for Your Developer it's time to build the app your business needs. In this
Business (K20) Portal lab we'll assume the role of a company just getting
started with Now Mobile that wants to customize
ServiceNow the application landing pages, navigations
Learning between screens, and quick actions.
Portal
find
Create Mobile Push ServiceNow Within this course, learn how to configure push
Notifications Learning notifications for the mobile apps, enable
Portal notifications &understand differences within the
branded apps.
Tools
Visual Studio Code

The ServiceNow extension for Microsoft Visual Studio Code will:
• Support the development of multiple ServiceNow projects, such as packages, custom apps,
stored apps and plug-ins, as well as offline development and sync back so that developers
can work whenever and wherever they choose, without being connected to their instance
all the time.
• Enable advanced script editor features like IntelliSense and linting support, as well as
JavaScript and HTML syntax validation, code-completion for Glide APIs, Jelly tags and
attributes.
• Support basic and OAuth authentication and allow for two-way synchronization of files
between Visual Studio Code and instance and a unified diff tool for viewing differences.

Documentation documentation
Portal
VS Code Crash Course Youtube A full course about getting started with Visual
Studio Code.
VS Code Extension Youtube See the new ServiceNow VS Code Extension

Overview in this quick overview.
Leveraging VS Code to ServiceNow This is a deep-dive session from Knowledge

build on Now Platform Developer 2020 to enable you to increase your
(K20) Portal productivity using VS Code.
FAQs ServiceNow Permanently updated list of questions and

Community answers concerning VS Code Extension.
ServiceNow Studio
ServiceNow Studio provides an Integrated Development Environment (IDE)-like interface for
application developers to work on custom applications in one centralized location. It offers a
simple way to create, review, and update application files from a tabbed environment.


Portal
Guided App ServiceNow In this module, you will use Guided App Creator
Creator and Developer Portal to create a custom, scoped application. After
ServiceNow Studio testing the application, you will use ServiceNow
Studio to enhance the application.
TechNow Ep 73 | Youtube Kreg Steppe, Services Program Manager at

Build Apps Faster ServiceNow, leads you through everything you
with Studio 101 need to know to get started using Studio,
ServiceNow's built-in Integrated Development
Environment (IDE). Learn how to build apps fast,
manage your application files, and deploy your
app to other instances.
Source Control ServiceNow In this module, you will link Studio to GitHub to use
Developer Portal source control for your application files.
App Engine Studio
App Engine Studio is a guided, low-code tool for developing rich web applications to store
information, automate business processes, and solve business problems. This means that you
can delegate development work once assigned to administrators to employees with little to no
training. By delegating development to business units in your organization, administrators are
freed up to address more strategic, system-wide priorities.
• Build powerful apps fast to fit any business need by leveraging a suite of development tools,
including guided workflows and templates.
• Create experiences users love with UI Builder, Catalog Builder, Mobile Studio, and Flow
Designer.
• Scale apps without sprawl with straight-forward governance and tools that support both
citizen and pro developers.


Portal

Website
Introduction to ServiceNow The Introduction to App Engine Studio course

App Engine Studio Learning Portal empowers the ServiceNow Citizen Developer to
drive digital transformation and make work better.
This self-paced course guides students through the
creation of a new ServiceNow custom application
without the use of code.
Create Apps with ServiceNow In this Learning Plan you will learn to:
App Engine Studio Developer Portal • Create applications using App Engine Studio
• Create application data models to store and
manage application data
• Create user experiences for users to interact
with an application
• Automate application processes
• Secure applications against access by
unauthorized users
TechNow Ep 85 | Youtube Check out one of the hottest new features in the
Create apps fast Now Platform! Join product manager Valerie
with App Engine Myers Christensen as she explains and
Studio demonstrates the features in App Engine Studio
(AES). You'll learn how low-coders and
experienced developers can create apps faster
than ever before with a beautiful user interface.
Building from App Youtube In this episode, we build a portal and workspace
Engine Studio experience from App Engine Studio and explore
the created experiences.
Build a killer portal ServiceNow In this session, you’ll begin with a starter portal
experience for Learning Portal experience created from App Engine Studio, and
your custom app customize it using UI Builder to create the front end
(K21) ServiceNow for a blogging application.
Developer Portal
Build a killer ServiceNow In this session, you’ll begin with a starter

workspace Learning Portal workspace experience created from App Engine
experience for Studio, and customize it using UI Builder to create
your custom app ServiceNow an authoring experience for a blogging
(K21) Developer Portal application.
UI Builder
The Now Experience UI Builder is a web user interface builder and was introduced in Quebec
release. Use UI Builder to build pages for workspace, portal, or custom web experiences using
Components and custom web components.

Portal
UI Builder Quick ServiceNow This guide will walk you though the steps to get up
Start Guide Community Portal and running with the new UI Builder (UIB) released
in Quebec. The article contains some
foundational content and then serves as your
table of contents for the other UIB. This content will
be updated and expanded so that you can use it
as your one-stop-shop for becoming proficient
with UIB.
UI Builder Bytes Youtube In this series we will focus on exploring the Quebec
Release version of UI Builder by looking at different
pieces of the tool and putting those pieces
together to solve some problems. We'll look at and
explore concepts like pages and variants, data
resources, client state parameters, client scripts,
EVAM, components, data binding, and more.
UI Builder Series Youtube In this short video series, we are going to create a
new Portal using ServiceNow latest UI Builder
Building a Portal Youtube On this episode, join Andrew, Brad, and guest Maria
with UI Builder Gabriela as we work on Quebec UI Builder! We will
craft a page for our artifact program.
Introduction to ServiceNow Explore the basics of Now Experience UI Builder and

Now Experience Learning Portal how it can be used to build pages for workspace or
UI Builder custom portal experiences within ServiceNow using
web components.
UI Builder Blog ServiceNow

Posts Developer Portal
Technologies
Logging & Debugging

Debugging can provide information to help you understand system processes. There are several
different debugging features you can use within a ServiceNow instance. Many browsers also
feature a console log, which you can use for additional debugging.
Introduction to Youtube Basic introduction for how to get starting using

ServiceNow Script breakpoints and the ServiceNow Script
Debugger Debugger.
Debugging Best ServiceNow Debugging best practices can be classified into

Practices Developer Portal two main areas: Server-side vs. Client-side
practices.
Using the JavaScript ServiceNow If you've ever run into trouble creating any client
Executor to test Community side scripts in your ServiceNow instance (Client
Client Scripts Scripts/UI Policies etc.) you may find the
following tool very useful. It's known as the
JavaScript Executor and is one of the
ServiceNow support team's first points of call
when investigating any client side issues or
questions that our customers may raise.
TechNow Ep 54 | Youtube Hunting down bugs can be a real time killer. Find
Save Time and out how you can develop complex solutions
Headaches with faster using a scripting debugger in this fun,
ServiceNow's Script informative webinar.
Debugger
Debugging Best Youtube: Series of short videos on how to use the script
Practices • Part 1 debugger
• Part 2
• Part 3
• Part 4
Forget about ServiceNow Article by Mark Roethof:

adding log Community
“Ok don't forget completely about adding log
statements to Server Portal
statements to Server Side script :-) Though I
Side script, use
wanted to highlight a really nice small addition
logpoints!
made in the Orlando release on the Script Editor.
A small addition called "logpoint". When
enabled you could simply add a "logpoint" -
similar like a breakpoint - on which you could
add a temporary log statement, without
updating/changing the actual script!”
Quebec Script ServiceNow One of the coolest developer tools in the

Tracer Developer Portal Quebec release is the Script Tracer. Script tracer
helps you identify scripts that perform the
GlideRecord operations down to the exact line
of code during execution. This reduces the
number of scripts that may have issues and need
to be debugged.
Quebec Script Youtube Join the toolbox team as Andrew Barnes

Tracer demonstrates his favorite Quebec developer
feature - script tracer. Discover how this tool can
help you uncover the layers of logic quickly.
Why is my perfectly ServiceNow This lab session will cover multiple techniques for
written code not Learning Portal debugging scripts in ServiceNow. Some of the
working? (K21) topics covered will include:
ServiceNow • Script Tracer (new from the Quebec release)
Developer Portal • Business Rule & Script Include debugging
• Alert and logging statements
• Debugging parameters
• Robust coding techniques
• Test harnesses
TechNow Ep 86 | Youtube Join us as we dig in to the "wizardly ways" of

Debugging Your debugging your code. There are several places
ServiceNow Code you can write code on the Now Platform. And
when you find yourself getting unexpected, or
no results, it's time to reach for some debugging
tools.
JavaScript
JavaScript is a lightweight, interpreted programming language. It is designed for creating
network-centric applications. JavaScript is very easy to implement because it is integrated with
HTML. It is open and cross-platform.
JavaScript tutorialspoint.com This tutorial has been prepared for JavaScript

Tutorial beginners to help them understand the basic
functionality of JavaScript to build dynamic web
pages and web applications.
JavaScript Youtube JavaScript is one of the most popular, it is easy to learn

Tutorial for and it is extremely powerful. In this video, you will learn
Beginners the fundamentals of JavaScript including Variables &
Data Types, Operators & Equality, Logic & Control
Flow, and Functions. This course is written in modern
JavaScript including all of the newest features.
Learn Youtube A lot of tutorial videos inclusive practice examples. At

JavaScript the beginning pure JavaScript topics and later some
with Chuck aspects concerning the Now Platform
Tomasi
JavaScript Github Airbnb has one of the most popular JavaScript style
Style Guide guides on the internet. It covers nearly every aspect of
JavaScript as well.
Jelly
Apache Jelly is a Java-based and XML-based scripting and processing engine for turning XML
into executable code. In the ServiceNow instance, the Apache Jelly engine renders items such
as forms, lists, and UI Pages.

Documentation Documentation Portal documentation
Project commons.apache.org Entry point to the project documentation

Homepage
ServiceNow Youtube: Learn to use basic Jelly scripting techniques in

Jelly Scripting • Part 1 ServiceNow with senior technical consultants,
• Part 2 Chuck Tomasi and Andrew Kincaid.
• Part 3
Server-side Scripting
Server scripts run on the server or database. They can change the appearance or behavior of
ServiceNow or run as business rules when records and tables are accessed or modified. Server-
side Glide APIs (Application Programming Interfaces) provide classes and methods that you
can use in scripts to perform server-side tasks.

Portal
Introduction to Server- ServiceNow In this module, you will learn to write, test, and
side Scripting Developer debug Business Rules and Script Includes. You
Portal will use the GlideRecord, GlideSystem, and
GlideDateTime APIs.
Scripting Technical ServiceNow Building strong functionality in ServiceNow

Best Practices Developer begins with writing high-quality code. Take steps
Portal to make your code manageable, efficient, and
scalable from the early stages. This helps to
ensure good performance, reduces the
chances of problems, and simplifies the
debugging process.
Business Rules ServiceNow A Business Rule is JavaScript code which run

Technical Best Developer when a record is displayed, inserted, updated,
Practices Portal or deleted, or when a table is queried. Follow
these guidelines to ensure that Business Rules
work efficiently and to prevent unpredictable
results and performance issues.
Advanced Scoped ServiceNow Develop and use a Scoped Script Include

Development Developer library! Learn best practices and benefits of
Techniques (K20) Portal developing with Studio. The student will learn
approaches for creating reusable Scoped Script
Includes and how they can be utilized to
improve standards, maintainability, and quicker
future project development completion through
Script reuse. Topics covered will include:
Architecture and design best practices for
creating Scoped Function Libraries, Function
exposure, Deployment Best Practices, and
Code reuse.
A GlideRecord Survey Youtube: Join us with Steven Bell MVP as he demonstrates

– Beginner • Part 1 constructing various GlideRecord queries in
Walkthrough of • Part 2 ServiceNow. Starting simple and moving a to a
GlideRecord • Part 3 bit more complex.
• Part 4
Observations When Youtube In the previous sessions Steven Bell covered the
Using GlideAggregate basics of GlideRecords. With this session he will
be diving in a little deeper and exploring more
in-depth on Operators, try/catch, the new
statement, more on combining WHERE clause
info, and Stuff that Doesn't Work!
Introduction of the ServiceNow GlideQuery is a modern, expressive, and safer

GlideQuery API Developer interface to the Now platform. You use it where
Portal you might typically use server-side GlideRecord.
As a wrapper over GlideRecord, it can catch
mistakes earlier in the development process
and simplify many queries.
Client-side Scripting
Run JavaScript on the client (web browser) when client-based events occur, such as when a
form loads, after form submission, or when a field changes value.

Portal
Getting Started with Youtube Basic concepts and tips for client-side
Client Scripts scripts.
Introduction to ServiceNow In this module, you will learn to write, test,

Client-side Scripting Developer Portal and debug Client Scripts and UI Policies. You
will use the GlideForm and GlideUser APIs.
Client Scripting ServiceNow Follow these best practices to ensure Client

Technical Best Developer Portal Scripts work efficiently.
Practices
Scripted REST APIs

The scripted REST API feature allows application developers to build custom web service APIs.
You can define service endpoints, query parameters, and headers for a scripted REST API, as
well as scripts to manage the request and response.

Portal
Learn JavaScript on Youtube This lesson builds on the skills you've learned thus
the Now Platform: far to create a custom REST API using a
Lesson 36 - Scripted ServiceNow Scripted REST API. You'll learn about
REST APIs REST services and resources as well as how to
pass information to your REST resource and
return a result. This lesson also covers the basics
of the REST API Explorer to help test your code.
TechNow Ep 49 | Youtube On this episode of TechNow Dave Slusher,

REST API Explorer Chuck Tomasi and Kreg Steppe highlight a built-
in development tool that can get overlooked -
the REST API Explorer. Whether you are building
a Scripted REST API from scratch or integrating
to built in APIs via CURL or anything in between,
the REST API Explorer can make the job easier.
Now UI Experience Framework

Components are reusable building blocks that you use to create a custom user interface. The
Now Experience Design System comes with a set of customizable components that you can
drag-and-drop into your custom Workspace UI. Develop your own components if you can't find
what you need in the Now Experience Design System library.

Documentation Documentation Portal documentation
Now Experience ServiceNow Developer Building blocks for creating a user interface
Design System Portal on Now Platform. New components are being
library added with every release.
Getting Started ServiceNow Developer Now Experience is the new way to build and
with Now Portal design amazing experiences your users will
Experience love. As part of Now Experience, you’ll tinker
with the Now Experience UI Framework to
build your own web components or extend
your apps with out-of-the-box Now
Experience Components. Continue reading
for our recommendations on how to work with
our UI Framework and components in this
modern UI.
Getting started ServiceNow Developer To familiarize our development community

with the Now Portal with the Now UI Experience Framework and
Experience UI provide foundational knowledge to build
Framework (K21) ServiceNow Learning consumable components. The Now
Portal Experience UI Framework enables you to build
custom web components to create a modern
UI for your users.
Introduction to ServiceNow Learning This course provides specifications and

External Portal guidance on how to develop an external
Component component and deploy it to a ServiceNow
Development instance. The course will discuss the tools and
and Deployment process necessary to getting started.
TechNow Ep 78 Youtube Join the TechNow team and their very special
| Building Now guest, Wolfgang Wedemeyer, Staff Software
Experience Engineer at ServiceNow as he takes you
Components through the process of building, publishing,
and presenting a Now Experience
component that interacts with ServiceNow
instance data.
Now Experience pishchulin.medium.com Now Experience framework was originally

UI Framework: introduced in 2020 as a new tool for building
landscape of ServiceNow custom UI/UX and web
the future applications. At that time we did not have a
chance to dig deep into the architecture
since the initial rollout was very limited, but
everything changed with a Quebec release.
Quebec release introduced a complete
toolset for building modern web applications
on the ServiceNow platform - starting from a
low-code UI Builder to a fully updated CLI for
creating custom web components.
Now Experience pishchulin.medium.com There are some basic concepts developers

Framework: App have to understand before building web
Shell and applications with the Now Experience
Routing Framework. Two of them are the most
important and play a fundamental role for all
of the apps: App Shell and Routing.
Customer Service Management (CSM)
ServiceNow Customer Service Management (CSM) goes beyond traditional customer service
solutions to serve your customers faster and more effectively. CSM transforms external customer
support by applying Service Management principles. CSM covers the range of products to be
used by the Customer Service function of an organization and is designed to support external
customers or stakeholders.

Website pages.

Portal

Community
Portal
Customer Service ServiceNow Now Provides detailed guidance on the way that
Portal Process Create Portal ServiceNow intends the process to-be.
Design Guide


CSM Foundations ServiceNow ServiceNow Customer Service Management

Learning Portal solves customer problems by bringing together
front, back, and middle office functions. This
allows customers to proactively address issues
and instantly handle common requests.
Customer Service ServiceNow The CSM product serves both B2B (business-to-
Management Roles Support Portal business) and B2C (business-to-consumer)
and FAQs business purposes. There can be many different
possible relationships and directions of
engagement required by our users. Therefore, to
ensure data access while maintaining data
security for all types of business relationships, the
CSM security model created the following nine
primary roles.
Customer ServiceNow This book blends the concepts of using the

Operations for Website traditional customer service technology that you
Dummies may already be familiar with and the customer
operations philosophy and mindset with the
technology to support it. Deploying this
technology significantly reduces costs and
provides a memorable customer experience.
ITSM --> CSM ServiceNow The audience for the paper is intended for
Migration Community employees/partners/customers, to assist them in
Whitepaper Portal the tactical considerations and steps involved in
migrating from ITSM --> CSM
Customer Service ServiceNow This path is targeted to the process user. The
Management on Learning Portal series of courses introduces the Customer Service
the Now Platform Management process on the Now Platform and
includes each stage of the CSM lifecycle:
Creation and Scope, Investigation and
Diagnosis, and Resolution and Closure. The
course provides an overview of Agent
Workspace and how to create records and
investigate cases using Agent Workspace.
Introductory content on major issue
management is also provided.
Customer Service ServiceNow In this on demand course, attendees master the

Management Learning Portal setup, configuration, and usage of the
Fundamentals ServiceNow Customer Service Management
application by a combination of self-study and
lab work. This course is designed for system
administrators, implementers, developers, and
application specialists responsible for configuring
and managing the Customer Service
Management application.
Customer Service Youtube This series of small videos provides an overview of

Management Customer Service Management.
Customer Workflows Youtube In this Share the Wealth session, Top Tanti of
Demo GlideFast Consulting gives a demonstration of
ServiceNow Customer Service Management
Customer Service ServiceNow Learn how CSM with Service Management

Management with Learning Portal resolves customer service issues. Get a high level
Service overview of the CSM and Service Management
Management for process, examine the benefits of the feature,
Business Process what it does, and how it works to provide
Consultants (BPC) superior customer service.
Customer Service ServiceNow This particular course focuses on Customer

Management with Learning Portal Service Management integrated with Service
Service Management. It is aimed at implementation
Management for specialists.
Implementers
Improve Service ServiceNow As a Knowledge-Centered Service (or KCS) v6

Using the Developer Portal verified product, Knowledge Management in
Knowledge Customer Service Management provides
Centered Support features to improve knowledge, such as article
(KCS) Methodology quality reviews, in-context knowledge capture,
in Customer Service and feedback management. Attend this lab to
Management (K20) learn how using KCS methodology is a game
changer in customer service.
Harnessing the ServiceNow Add a chatbot to the customer service team.

power of Now Community Help agents get work done smarter and faster.
Intelligence in Portal Predict issues and automate action. Make better
Customer Service business decisions. Attend this session to learn
Management how all of this is possible when you use the Now
Intelligence capabilities available in Customer
Service Management.
Ask the Expert: Youtube Join us to learn how the latest enhancements in
What's new in Orlando, help you deliver better experiences
Orlando for CSM through Customer Portal and Communities.
Portal and Highlights for Communities include - Scheduling
Community Blogs and Events, Disabling Comments and
Enhancements to Search and Events.
Additionally, in the Portal we have added the
following capabilities - Customer Project
Management, External user approvals and
Proactive Case updates.
Proactive Customer Service Operations
Proactive Customer Service Operations enables you to track the digital services sold to and in
use by your customers. This is referred to as install base. If you identify any service disruptions to a
customer's install base, you can proactively create a case to notify them. These cases are
resolved and closed in the same way as customer-reported cases. When multiple customers are
affected, you can use the major issue management process.

Portal
Proactive ServiceNow Proactive Customer Service Operations Overview

Customer Service Learning Portal and Fundamentals is a two-part series designed for
Operations Implementers, ServiceNow Administrators, Business
Essentials Process Consultants, customers and others who are
interested in learning about the Proactive Customer
Service Operations solution. Detailed lessons, use
cases, and configuration demonstrations guide you
through the concepts needed to get started with
Proactive Customer Service Operations - and the on-
demand format allows you to work at your own
pace.
Making proactive ServiceNow Imagine being able to monitor your customers'

service possible Community products and services to identify issues proactively
with Customer Portal using IT Operations Management or using analytics
Service to quickly identify issue trends and notifying the
Management affected customers. And what if you could fix issues
quickly–perhaps before customers even know there is
a problem? Attend this session to learn how this is
possible using Customer Service Management.
Communities
ServiceNow Customer Service Communities provides an engagement platform, where users
can ask their questions, collaborate with other users and get quick responses from experts. It
allows Community managers to easily convert unanswered questions to cases and harvest
formal Knowledge out of solved answers. Along with Knowledge and Service Catalog,
Communities is an essential component of your Self-Service strategy.

Portal

Community
Portal

Portal
Communities in Youtube Matt Dumont of GlideFast Consulting presents

ServiceNow ServiceNow communities.
Improving Youtube In this session the following topics are covered:

customer • Why Communities is important for your
experience organization
through • Learn about the capabilities of the Product
Communities • Understand how ServiceNow itself has leveraged
CSM Communities
• Learn from practitioners about
rollout/Implementation best practices
Activating your ServiceNow What if you could connect and collaborate with your
customer Community customers, partners, and prospects, providing
community Portal solutions to their problems while also gaining valuable
insights? You can, with Communities in Customer
Service Management. Learn how to add this
essential component to your self-service strategy.
Customer ServiceNow Enroll in this path to learn about Customer

Communities Learning Portal Communities and gain skills to administer and set up
Essentials a new community implementation. This path
contains three courses. It begins with Communities
Overview where you are given a high-level overview
of the application. The second course builds from the
overview course. Your level of understanding of the
Customer Communities application is increased in
the Customer Communities Administration course. In
this course you learn how to administer the Customer
Community, learn about forum administration, get a
look into forum moderation, and finally gamification
administration. You get to apply forum administration
skills by completing guided labs using an on-demand
instance. In Customer Communities Implementation
you gain more a technical understanding of how the
application works and about the individual
components. You get to apply Customer
Communities Implementation skills by completing
guided labs using an on-demand instance.
IT Service Management (ITSM)
IT Service Management (ITSM) is the name for a collection of products that are used for the
support and management of technical services. Technical services are a combination of
internal technical services offered to the employees of an organization and commercial
technical services that are sold to external customers of the business.


Portal

Forum Community Portal


ITSM Foundations ServiceNow Our customers often struggle to keep up with the
Learning Portal sheer volume of IT service requests they receive
from their employees. ServiceNow IT Service
Management helps our customers deliver high
quality IT services and support to their employees,
so they can meet their business objectives.
ITSM Overview | Youtube Provides a quick overview of the information

Process technology service management (ITSM) process,
as implemented in the ServiceNow platform.
Demonstrates how the core applications—
Incident, Problem, Change, Service Catalog, and
Configuration—come into play as fulfillers handle
and track service requests through to resolution.
ITSM Overview | Youtube Provides a quick look at the ITSM Guided Setup
Guided Setup application, explaining what it is, who should use it,
and how to use it.
What is ITSM? Youtube ITSM explained in relation to ServiceNow by John

Helebrant of GlideFast Consulting
ITSM ServiceNow In this course users will learn the ServiceNow ITSM
Fundamentals Learning Portal process lifecycles and the value of ServiceNow
ITSM applications for managing IT Services. This self-
paced course focuses on the baseline capabilities
and the touch points between these ITSM
applications and processes: Service Catalog and
Request Fulfillment, Change Management,
Incident Management, Problem Management.
This course also provides information on the
Configuration Management and Knowledge
Management applications, as they are used to
support the other applications covered in this
course.
ITSM Simulator ServiceNow In this simulator you will focus on common

Learning Portal configuration updates for the incident, change,
problem, and service catalog applications. Each
task will provide a requirement for you to configure
within the ServiceNow instance. Helpful hints and
tips are provided along the way, including links to
supporting documentation.
Service Level Management

The Service Level Management (SLM) application helps to gather service requirements as well
as monitor and report with regards to agreed service levels (SLAs). SLM can be used across the
organization in departments such as HR, Facilities, and IT. Service Level Managers are
responsible for negotiating a set of agreements between a service provider and customer that
define the scope, quality and speed of the services being provided and ensuring that the
agreed service levels are met.

Website pages.

Portal

Community
Portal
Best Practices for IT ServiceNow Service Level Management (SLM) can be a

with Service Level Developer Portal challenge if you don't know where to begin. In this
Management (K20) lab, we'll look at SLM best practices learned from
thousands of implementations, and some of the
ways to get started with configuring SLM to service
your IT shop. We'll also examine the creation,
maintenance, and reporting of SLAs, as well as
other parts of the full SLM experience.
Understanding How ServiceNow Article by NikEng:

and When SLAs Are Community
“Have you ever viewed an SLA record, only to
Calculated, and Portal
have the values for elapsed percentage and time
How It Might Affect
suddenly increase by multiple units? Or have you
Your Reports
ever refreshed a list of SLA:s, without seeing the
values of elapsed time change at all, even
though time has passed since you last refreshed
the list?”
SLA in ServiceNow Youtube Round trip through all SLA topics
How to create SLA Youtube How to create 4 distinct SLA Report Types
Reports including: Single Score, Line Chart, Bar Chart,
Trendbox Average Time
How to Create a Youtube Items demonstrated/discussed in this video:

Custom SLA Time • Added a Time Zone Source Choice to the SLA
Zone Source in Definition Table
Quebec • Modify OOB SLA Time Zone Script Include
• Added a Time Zone Field to the Group Table
• Add Choices to Group Time Zone Field
• Populate Group Time Zone Field Data
• Demonstrated SLAs firing on incident table
Your SLA FAQs Youtube Items demonstrated/discussed in this video:

Answered in
Quebec • My SLA won’t fire. What should I check?
• My SLA won’t stop. What should I check?
• I see duplicates in the Incident SLA Table. How
can I get rid of them?
• What does the Flow/Workflow Control?
• The SLA Duration in the SLA Definition appears
to be wrong. How do I correct it?
• I can’t find a table in the drop down in the SLA
Definition form. What does that mean?
• How can I add conditions based on data from
other tables?
Incident Management
The goal of Incident Management is to restore normal service operation while minimizing
impact to business operations and maintaining quality.

Portal

Topic Community
Portal

Portal
Incident Youtube Provides an introduction to incident management

Management according to the Information Technology Infrastructure
Overview Library (ITIL) framework and demonstrates incident
management on the ServiceNow platform.
Major Incident Management (MIM)

Portal
Major Incident ServiceNow This course teaches users how to leverage ServiceNow
Management Learning Portal Major Incident Management to increase employee
Fundamentals productivity and minimize disruption to end users by
ensuring business continuity with streamlined service
restoration and communication activities.
Major Incident ServiceNow Explore the key components of Major Incident

Management Learning Portal Management (MIM) in the ServiceNow platform.
Implementation Activate and configure the MIM application to fit your
business needs, which will prepare your organization to
resolve a major incident fast and efficiently.
Demo - Major Youtube A major incident (MI) is an incident that results in

Incident significant disruption to the business and demands a
Management response beyond the routine incident management
process. Major incidents have a separate procedure
with shorter timescales and urgency that is required to
accelerate resolution process for incidents with high
business impact.
Resolve Critical ServiceNow Join us to learn how critical issues are escalated and
Issues Faster Developer resolved faster with Major Incident Management. We'll
with Major Portal review how there is single pane workbench for IT to
Incident make informed decisions, real time status updates to
Management service owners and consumers, and automated
(K20) documents processes with post-incident reviews.
ServiceNow makes collaboration across teams and
tracking major issues more agile than ever by having
in-workbench communications and conferences to
bring in the appropriate people at the right time.
Problem Management
Problem Management helps to identify the cause of an error in the IT infrastructure, reported as
occurrences of related incidents. Problem Management is responsible for managing the life
cycle of all problems and to prevent problems and resulting incidents from happening. It also
aims at eliminating recurring incidents and minimizing the impact of incidents that cannot be
prevented. Resolving a problem includes the activities required to diagnose the root cause of
incidents and to determine the resolution for the problem. Problem resolution and elimination of
root cause often calls for applying a change to the configuration item in the existing IT
environment.

Portal

Topic Community Portal
ITSM Problem Youtube

Management
Demo
Change Management
The Change Management application provides a systematic approach to control the life cycle
of all changes, facilitating beneficial changes to be made with minimum disruption to IT
services.

Portal

Community
Portal

Website
Change Youtube Provides an introduction to change management as

Management described by the Information Technology
Overview Infrastructure Library (ITIL) framework. Demonstrates
change management in the ServiceNow platform.
Minimize Risk and ServiceNow Fasten your seatbelt and discover the power and
Impact with Developer Portal flexibility of ServiceNow Change Management. This
Change lab tackles some of the common misconceptions
Management associated with legacy change management and
(K20) shares proven techniques for balancing change risk
and agility. We'll explore setting up change schedules,
detecting and remediating conflicts, using workflows
for dynamic multi-stage approvals, and demonstrate
the agility that comes with using Standard Changes.
Insight is key, so this lab will also teach you how easy it
is to create your own change dashboard.
Achieve Velocity ServiceNow Over the past few releases, we have introduced
at Scale with Learning Portal dynamic Change Approval Policies allowing change
Multimodal managers to easily tailor automated approvals to
Change (K21) individual change conditions. In Paris, Change
Success Score was introduced which is an incredibly
powerful way to capture change success history when
applying automation rules or evaluating change risk.
In Quebec, we introduced another level of
automation with “Multimodal Change” which delivers
“fit-for-purpose” Change Models along with the ability
to Predict Change Risk using machine learning.
Change Youtube Join us on the Webinar to learn about how to get up

Management: and running with Change Management application in
How to get up and Now platform.
running quickly
Change Approval Youtube How can I configure approvals for my change

Policies requests in Service Now? This video shows you how.
Overview of the Youtube Provides an overview of the CAB Workbench, defining

CAB Workbench and explaining its purpose.
Change Advisory Youtube Learn how the Change Advisory Board (CAB)
Board maximizes collaboration and productivity across the
transformation and enterprise by having all the information needed to
workbench make approval decisions in one place. You'll see how
ServiceNow leverages the CAB workbench to
schedule, plan, and manage CAB meetings to reduce
administrative overhead for change members,
improve CAB facilitation, and give time back to CAB
members.
Workshop on CAB Youtube We will all go hands-on with development instances

Workbench and walk through the implementation and use of the
CAB workbench together. When you are done you
should have the skills that you need to truly transform
change management.
Change Approval ServiceNow Article series by Jason Occhialini:

Policies Community
“Change Approval Policies are a new feature of the
Portal:
Change Management application in the Madrid
• Part 1
release. They allow approvals to be tailored for your
• Part 2
change management processes through
• Part 3
configuration.”
Continual Improvement Management (CIM)

Continual Improvement Management enables you to proactively drive continuous optimization
across People/Process/Service/Technology to increase business efficiency, innovation, and
competitive advantage. How CIM capability bring chaos to order using a lightweight process,
ability to set SMART goals, alignment with business strategy and bring continual improvement as
culture in your organization.

Website pages.

Portal

Community Portal
Continual Youtube Provides an overview of the set-up process for

Improvement Continual Improvement Management
Management
Overview
Continual Youtube Proactively drive continuous optimization

Improvement across People/Process/Service/Technology to
Management Demo increase business efficiency, innovation, and
competitive advantage
Walk-up Experience
Walk‑up Experience is a simple way to manage face‑to‑face IT support requests. With online
check‑in via the web or Now Mobile app, geo location capabilities, and accurate queue
estimates, this application provides a satisfying walk‑up support experience for end users and
service desk agents. Real‑time inventory data allows technicians to deliver faster, more
predictable service. And IT service managers can use dashboards for insights into average wait
times, service times, and CSAT scores to guide staffing and other business decisions.

Website pages.

Portal

Community
Portal
Walk-up in the Youtube In this special-edition episode, Darius gives us a

ServiceNow Tech walk-through of the ServiceNow Tech Lounge, a
Lounge good model for implementing the Walk-up
Experience.
Walk Up Experience: Youtube

Overview & Best
Practices
Walk-up Experience Youtube This video will show you how Walk-up is
Demo administered at the physical locations with OOTB
portal pages and how students can virtually
check-in to the queue. The most important part
is the data available to the student centre staff
members - a student 360 - student details, their
cases and a direct link to create a request on
their behalf in the service catalog. An effortless
and connected experience for all.
Deploy a Walk-Up ServiceNow Learn how the ServiceNow Walk-up Experience

Contact Channel for Developer Portal converges physical space, culture, and
Improved Employee technology to provide an in-person support
Experience (K20) model to your users. Employee productivity and
customer satisfaction (CSAT) is elevated further
with appointment scheduling and on-line check-
in on desktop and mobile. With this new feature,
we’ve pre-built an end-to-end "genius bar" type
experience that is conducive to employees
walking in and receiving service around
incident, requests, stockroom consumables, or
any other business line issue. From visual queues
to tablet-focused exit surveys, this lab will show
how you can quickly implement a walk-up
contact channel in your organization.
IT Business Management (ITBM)
Align work with business goals to deliver product and services in a way that supports your
strategic priorities. IT Business Management (ITBM) helps IT demonstrate value to the
organization and rationalize investments to focus more on innovation. ITBM also helps transform
the delivery of new products and services through lean execution methodologies.

Website pages.

Portal

Community
Portal


ITBM Foundations ServiceNow ServiceNow IT Business Management enables

Learning Portal enterprise agility by prioritizing, planning and
tracking technology investments and ensuring
they are aligned to objectives, so IT successfully
enables the business to realize the most value.
What’s New in ITBM Youtube So you want to know what’s new in Orlando
in the ServiceNow across our IT Business Management applications?
Orlando Release? Then join us during our second "Last Thursday
Webinars" with IT Business Management, when we
will be providing an overview and demo of key
new ITBM features in our Orlando release including
Scrum Programs, Agile Dashboards, Technology
Portfolio Hardware Lifecycles, Program Status
Report, RIDAC, Agile 2.0 Mobile App.
What’s New in ITBM Youtube Are you excited to find out what’s new with ITBM
in the ServiceNow in our Paris Release? Then join us for an overview
Paris Release? and demo of a variety of new ITBM features in the
Paris Release including: Scenario Planning,
Resource Planning and Change Management,
Agile Development Integrations, SAFe & Scrum
Program Enhancements, APM Enhancements.
ITBM Demos Youtube Series of small videos introducing the main

applications of the ITBM product suite.
Agile Development 2.0 & SAFe

The ServiceNow Agile Development 2.0 application provides an agile software development
environment for product-based or project-based efforts, using the Scrum framework. It offers
you the flexibility to implement a pure agile approach over the entire life cycle of a product, or
a hybrid approach using agile methods within a traditional project structure.

Website pages.

Documentation documentation
Portal
Agile & ServiceNow Provides detailed guidance on the way that

Testmanagement Now Create ServiceNow intends the process to-be.
Process Guide Portal
Agile Introduction Youtube Introduction to the ServiceNow ITBM Agile 2.0

application.
Product vs. Project Youtube Comparison of product-based and project-

based development efforts using the
ServiceNow ITBM Agile 2.0 application.
Agile Process Flow Youtube Features for managing Agile development

efforts using the ServiceNow ITBM Agile 2.0
application.
ITBM Agile – Paris Youtube

Functionality Overview
Best Practice Overview Youtube

of Agile & Agile
Reporting in ITBM
ITBM Agile Development Youtube This video shows how ServiceNow Agile
Development enables you to manage and
track your software development lifecycle
through an iterative, incremental, and flexible
approach.
ServiceNow Agile Youtube Take advantage of this opportunity to see an

Development and interactive demo of ServiceNow’s Agile and
Hybrid Project Project Management solutions and learn how
Management - Webinar you can effectively manage agile and hybrid
projects natively on a single platform.
Agile Development 2.0 ServiceNow In this course, you will learn how to implement
and Test Management Learning Portal Agile Development 2.0 and Test
2.0 Implementation Management 2.0 based upon a customer's
current processes and configuration of future
needs. Attendees will also gain insights and
knowledge into each application's
architectural framework, tables and
properties, role administration, what questions
to ask during implementation, and explore
ad-hoc requirements.
Agile Development 2.0 ServiceNow Learn the fundamentals of ServiceNow's Agile

Fundamentals Learning Portal Development 2.0 application including how
to create products, agile groups, releases,
personalized backlogs, and sprints. It also
includes tracking progress and scrum
programs.
SAFe Process Guide ServiceNow Provides detailed guidance on the way that
Portal
Scaled Agile Framework ServiceNow Discover the fundamentals of Scaled Agile

(SAFe) Fundamentals Learning Portal Framework (SAFe) in ServiceNow.
Organizations use SAFe in order to adapt to
changing technology. SAFe methodology
provides best practices for lean development
and allows organizations to overcome the
challenge of building software that works well
and answers real market needs. Target
audience: SAFe Scrum Master, SAFe Product
Owner, SAFe Portfolio User, SAFe ART User,
and SAFe Scrum User.
Test Management 2.0
The ServiceNow Test Management 2.0 application streamlines the management of testing
processes to help you deliver software products more efficiently and with fewer errors. You can
create multiple versions of a test and integrate with Agile Development 2.0.

Portal
Agile & ServiceNow Now Provides detailed guidance on the way that
Testmanagement Create Portal ServiceNow intends the process to-be.
Process Guide
Agile Development ServiceNow In this course, you will learn how to implement
2.0 and Test Learning Portal Agile Development 2.0 and Test Management
Management 2.0 2.0 based upon a customer's current processes
Implementation and configuration of future needs. Attendees
will also gain insights and knowledge into each
application's architectural framework, tables
and properties, role administration, what
questions to ask during implementation, and
explore ad-hoc requirements.
Application Portfolio Management (APM)

Use the Portfolio Management (APM) application to gain a comprehensive understanding of
the applications used in your organization so you can identify redundancies and decrease
budgetary costs. By consolidating applications within the same business function, you can
identify applications to modernize or upgrade. APM also helps you decide whether to invest,
sustain, or replace applications based on the business need aligned towards the organization
goal.

Website pages.

documentation Documentation
Portal

Portal

Website
APM | The Big Youtube How the Application Portfolio Management (APM)
Picture application fits into the ServiceNow applications
for managing IT resources.
Application Portfolio ServiceNow Attend Application Portfolio Management

Management Learning Portal Fundamentals to learn the basics of APM,
Fundamentals including the features and benefits, as well as how
to set up APM in ServiceNow.
Application Portfolio ServiceNow Discover the power of Application Portfolio

Management Learning Portal Management (APM). This eLearning series takes
Implementation you on a journey of implementing APM using a
four level maturity model along with a
rationalization process. Learn how APM provides
different viewpoints for focusing on your business
applications by reviewing the alignment to the
business, the technologies consumed, and the
information that is used.
Application Portfolio ServiceNow The APM Implementation simulator will test your
Management Learning Portal ability to complete a variety of APM
Implementation implementation tasks, including activation,
Simulator configuration, policy creation and customizations,
all within the Application Portfolio Management
application.
Demo - ITBM Youtube Use the ServiceNow Application Portfolio

Application Portfolio Management application to gain a
Management comprehensive understanding of the applications
used in your organization so you can identify
redundancies and decrease budgetary costs. By
consolidating applications within the same
business function, you can identify applications to
modernize or upgrade. APM also helps you decide
whether to invest, sustain, or replace applications
based on the business need aligned towards the
organization goal.
Application Portfolio Youtube Ashley Snyder and Chris Yang of GlideFast

Management in Consulting give an overview and demonstration of
ServiceNow Application Portfolio Management in ServiceNow.
Application Portfolio Youtube Take advantage of this opportunity to see an

Management Demo interactive demo of ServiceNow’s Application
Portfolio Management solutions and learn how you
can effectively rationalize and manage your
critical business applications. Key topics covered
during this webinar will include business capability
planning, application analysis and rationalization,
application discovery and mapping & technology
roadmap planning.
Application Portfolio Youtube In this webinar, you will learn the key components
Management of APM and help you understand different ways
Overview and Best APM can be utilized to reduce redundancy and
Practices improve efficiency.
Align Business and ServiceNow Back by popular demand, this lab will educate
Drive Decision Learning Portal you about key pillars of successful Application
Making with Portfolio Management. For anyone who missed this
Application Portfolio outstanding lab last year, this updated session will
Management (K21) cover how to develop an inventory of digital
assets along with foundational information on
each of those assets, how to identify relationships
between digital assets and business capabilities,
including cross-technology dependencies, and
how to rationalize and manage the application
portfolio to improve performance and better
support related business and technology functions.
Investment Funding
ServiceNow enables you to plan and manage investments by allocating funds to investment
entities such as Business Units, Products, Teams, and the like. Prioritize your investments based on
business needs and strategic objectives of your organization.

Portal
Investment Funding ServiceNow In this course you will learn the difference
Fundamentals Learning Portal between top-down funding, bottom-up
funding and generic funding along with how
to create, request and fund investments.
Last Thursdays with Youtube Learn how to plan and manage investments
ITBM: Investment by allocating funds to entities such as business
Funding units, products and teams; and prioritize
investments based on evolving strategies and
business needs.
Project Portfolio Management (PPM)

Project Portfolio Management provides a simplified, team-oriented approach to Project
Portfolio Management and IT development by combining several individual applications.

Website pages.

Portal

Portal
Project Portfolio ServiceNow Attend this course to learn about ServiceNow's

Management Learning Portal Project Portfolio Management (PPM) application
Fundamentals and discover how to efficiently manage the
project lifecycle from initiation to closeout.
Project Portfolio ServiceNow The PPM Implementation simulator will test your
Management Learning Portal ability to complete a variety of PPM
Simulator implementation tasks, including activation,
configuration, policy creation, and customizations,
all within the Project Portfolio Management
application.
Project Portfolio Youtube Project Portfolio Managers must balance their

Management project/demand backlog with available financial
Webinar and human resources while at the same time
delivering maximum value to business
stakeholders. In our May store release, we will offer
clients a new Scenario Planning app that helps
them do just that!
How to Invest and Youtube Take advantage of this opportunity to see an

Optimize Financial interactive demo of the latest ServiceNow
Outcomes with Demand and Project Portfolio Management
ServiceNow PPM solutions and learn how you can optimize your
project portfolio investments.
PPS Overview - Youtube Brian Wissinger of Pharicode presents Project

Project Portfolio Portfolio Suite in ServiceNow.
Suite in ServiceNow
Delivering Value Youtube Aurora Gaimon Greoles, ServiceNow ITBM Advisory

with PPM Solution Consultant, discusses how you can
leverage ServiceNow Project Portfolio
Management from strategy, through alignment
and execution to deliver optimal business value.
Enhance Youtube ResultsPositive demonstrate how you can enhance

ServiceNow Value the delivery of business strategies through project
with Demand and intake workflows and portfolio "what if" scenario
PPM Workflows capabilities across business and technology
projects. Join the webinar as they demonstrate
how ServiceNow PPM provides:
• Demand Management practices that can be
automated to ensure investment on the right
value generating projects.
• Project Portfolio "What if" Planning and Analysis
capabilities to easily create and manage a
value-based investment portfolio.
• Resource and Project Management workflows
to optimize resource utilization and project
performance.
• Traditional, Agile and Hybrid project delivery
practices seamlessly across the ServiceNow
platform.
Demo - ITBM Scale Youtube Align work with business goals to deliver product
Work To Deliver and services in a way that supports your strategic
Faster priorities. IT Business Management helps IT
demonstrate value to the organization and
rationalize investments to focus more on
innovation. ITBM also helps transform the delivery
of new products and services through lean
execution methodologies.
Create Visibility ServiceNow Learn how ITBM capabilities such as Roadmap

Across Your Learning Portal Planning and Scenario Planning, provide visibility
Investment across strategic and operational initiatives,
Portfolios with IT facilitate portfolio planning, and align funding and
Business resources to enterprise strategies and goals. Then
Management (K21) use ServiceNow Demand and Portfolio
Management capabilities to seamlessly prioritize
and track work execution to achieve desired
business outcomes.
Portfolio Management
With the ServiceNow Portfolio Management application, you can create portfolios which are
collections of related programs, projects, and demands. You can then perform financial
planning and monitor the status and progress of these portfolios.


Portal
Portfolio Youtube Introduces the Portfolio Management application

Management and shows you how to create a portfolio and
Overview program.
ITBM webinar: Youtube Project Portfolio Managers must balance their

Project Portfolio project/demand backlog with available financial
Management and human resources while at the same time
delivering maximum value to business
stakeholders. In our May store release, we will
offer clients a new Scenario Planning app that
helps them do just that! Scenario Planning allows
portfolio managers to:
• Analyze their project and demand backlog
• Simulate multiple scenarios based on cost,
resources, and strategic alignment
• Compare multiple project portfolio scenarios
• Approve the scenario that best aligns with
organizational objectives
• Track progress of approved projects and
demands
Demo - ITBM Adapt Youtube

Planning to
Embrace
Uncertainty
Alignment Planner Workspace ***
Alignment Planner Workspace (APW) brings everyone on the same page to align on outcomes, roadmaps and
investments throughout the enterprise. It cascades plans down from the Enterprise Portfolio Management
Office (EPMO) through Portfolio and Product Managers – all the way down to teams.

Portal
Introduction to ServiceNow This video will provide an overview of the Alignment

Alignment Planner Learning Portal Planner Workspace and cover basic navigation.
Alignment Planner ServiceNow This course is designed to guide new users with the
Workspace Learning Portal APW_Workspace_Planner_Admin role in configuring
Fundamentals planning hierarchy and populating org table data
in the Alignment Planner Workspace Environment
app within a ServiceNow instance.
Alignment Planner ServiceNow This course is designed to guide new

Workspace Learning Portal APW_sys_admin users in configuring and supporting
Implementation the bottom-up strategic alignment for an Enterprise
Portfolio Management Office (EPMO).
Roadmap Planner

Information Website

Portal

WebSite
Roadmap Youtube Visualize and communicate product deliverables

Planning Overview with ServiceNow Alignment Planner Workspace with
Roadmap Planning. Plan initiatives from top down;
align work to strategies for better outcomes; and
communicate plans to align the organization.
Get started with ServiceNow Roadmap Planning allows users to create a visual,
Roamap Planner Learning Portal highly interactive space dedicated to planning for
upcoming initiatives (projects, strategies, etc.) while
aligning with business objectives. In addition, users
may share these visual plans with other stakeholders
across the organization, drive meaningful
conversations, and validate common
understandings.
Roadmap Youtube he webinar will include a presentation and live

Planning Webinar demo of Roadmap Planning features and
functionality provided by ServiceNow ITBM subject
matter experts
Demand Management
The Demand Management application consists of tools for capturing, centralizing, and
assessing strategic and operational demands. It also provides a single location for managing all
the demand information. As a demand manager, assess the ideas submitted through the Idea
Portal or ideation module and promote the feasible ideas to demands.

Website pages.

Portal
Demand Youtube Paul Grupe of GlideFast Consulting gives an

Management overview of the Demand Management
Overview application in the ServiceNow New York release.
Overview of Youtube Join for a discussion and demo of key

Demand fundamentals to consider when implementing
Management ServiceNow Demand Management including
Types of Demand (Which ones have different
process flows?), Assignment Groups,
Stakeholders, Assessments (Including sizing),
Approvals, Leveraging Idea (Surface unmet
needs; organization; prioritization)
What to consider Youtube Organizations are recognizing the need for a

when implementing single, centralized view of all their strategic and
Demand operational demands in order to determine the
Management right investments to make. But how do you
accomplish that? There can be multiple ways to
achieve the same process goal and some are
better than others.
Last Thursdays with Youtube Join us for a discussion and demo of key
ITBM Webinar: fundamentals to consider when implementing
Demand ServiceNow Demand Management including:
Management • Types of Demand (Which ones have different
process flows?)
• Assignment Groups
• Stakeholders
• Assessments (Including sizing)
• Approvals
• Leveraging Idea (Surface unmet needs;
organization; prioritization)
Last Thursdays with Youtube Learn how you can align your demand
ITBM Webinar: management strategy to business value by using
Demand ITBM as a single “front door” for all demand.
Management We’ll discuss how you can align your demands
to strategy; simplify demand intake and
processing; and provide visibility and insights to
stakeholders throughout the demand process.
Demand Youtube
Management Best
Practice Overview
Innovation Management
The Ideas application enables you to gather and evaluate ideas efficiently, and to quickly
identify and process the ideas with the greatest potential for implementation. The Idea Portal
accelerates and organizes idea gathering, evaluation, selection, and execution. The idea
manager or demand manager evaluates submitted ideas and promotes accepted ideas to
demands, epics, features, or stories.


Portal
Get started with ServiceNow In this course, you will explore the ServiceNow
Innovation Learning Portal Idea Portal, learn about the personas associated
Management with innovation management, review the
different states an idea may transition through,
and follow an idea from creation to artifact
conversion.
Idea Portal - Youube Paul Grupe of GlideFast Consulting gives an

Overview overview of Idea Portal, included in the
ServiceNow New York release.
Idea Portal – Best Youtube

Practices
Resource Management
The Resource Management application enables resource requesters, such as project managers
or change managers, to create resource plans, request resources, and analyze resource
availability and utilization. Resource managers use the application to allocate resources to
tasks. The Resource Management application can be used in conjunction with any task on the
platform, including project tasks, incidents, problems, or changes.


Portal
Resource Youtube Explains how to a project manager can create a

Management | resource request in the ServiceNow Resource
Overview Management application.

Resource Plans Management application.

Allocation Management application.
Workbench
Resource ServiceNow This course is designed for Demand, Resource and

Management for Learning Portal Project managers. It outlines the processes for
Project Portfolio requesting resources, managing and allocating
Management resources and assigning resources to project tasks.
Fundamentals
ITBM Webinar: Youtube Every business needs to be sure that it is spending its
Resource limited resources in the best possible way –
Management preserving its current operations, preparing for the
future, and remaining as efficient and effective as
possible. But how? Join us to learn how to leverage
ITBM resource management data so you know
where to prioritize or delay projects to better
manage near-term investment decision making,
centralize new demand and create projects to
support desired business outcomes.
London Youtube Project and Resource Managers can view resource

upgrades to request & plan data on the same interface, freshly
Resource upgraded to a beautiful grid view. This video also
Interfaces covers the new Allocation Console for Resource
Managers, making availability reporting a breeze.
Resource Youtube
Managers –
Welcome to Paris
Alignment of Youtube
Resource Plans
to Enhancements
Skills and Roles Youtube
Prioritizing Youtube
Resources
Planning Youtube
Resources
Resource Youtube
Planning &
Prioritization
Resource Youtube Mehdi Benni discusses how IT Business Management

Management - enables and supports organizations in their
The Balancing continuous digital transformation by providing real-
Act time visibility into their resource capacity and
allocation. It does not matter if it’s waterfall, agile or
hybrid way of working, #ServiceNow allows you to
get insights in operation and strategic work, rights
skills and acing in the allocation process
Resource ServiceNow Article by Harsha Lanka:

Allocation Community
“Resource allocation workbench is one stop for
Workbench - Portal
resource managers to view resource plans & take
Features,
required actions on the resource plans.”
Troubleshooting
Guide and Best
Practices
Resource Plan ServiceNow Article by Rae Ann Prasnicki:

Cost Calculations Community
“How are costs calculated for Resource Plans? That
Portal
is the million-dollar question. Hopefully this article will
reveal some of the mystery.”
Operational ServiceNow Article by Namita Mishra:

Resource Plan - Community
“In recent past I have noticed questions on
All That You Portal
operational resource plans via multiple posts. To
Need to Know
answer all those questions, I have created this
article.”
Resource ServiceNow Article by Abhinay Kumar Nandagiri

Aggregates - All Community
“This article is to provide all details about resource
that you need to Portal
aggregates.”
know

Capacity in Community
“This article provides complete details of resource
Resource Portal
capacity”
Management

Management - Community
“This article provides detailed steps for
Troubleshooting Portal
troubleshooting aggregate-related issues and using
Guide
Resource Diagnostics to identify data anomalies.”
Time Card Management
The Time Card Management feature enables time card users such as task assignees to report
and track their time for the assigned tasks.

Portal
Time Tracking Youtube H ow set up and use the time tracking feature
Overview for projects.
Time Tracking Youtube

Methodology - How
this impacts PPM
IT Operations Management (ITOM)
Get better visibility into your infrastructure and services, prevent service outages, and expand
your organization's operational agility with ServiceNow IT Operations Management.

Information Website

Portal

Community
Portal
Learning Path of a ServiceNow Start your journey as an Accredited Pre-Sales Expert

Pre-Sales Expert Learning Portal

ITOM Foundations ServiceNow For modern enterprises to meet their business

Learning Portal objectives, their information technology systems must
deliver stable, reliable, continuous service.
ServiceNow helps transition to proactive digital IT
operations by predicting issues before they occur,
preventing issues before they impact users, and
automating fixes and cross-team workflows to
improve speed and efficiency.
Powering IT ServiceNow This 9-page white paper with illustrations, graphics,

operations in a Website and screenshots to support the text written by
cloud-first world experts will help you understand how ServiceNow
ITOM can power your IT operations in a cloud-first
world.
To the optimal Youtube In the recording of our first webinar in the ITOM
ITOM roadmap webinar series, our ITOM Lead Fabian Kunzke and
after Discovery Alex Ljungström from our partner company Einar &
implementation Partners show you how the various ITOM modules
can be used intelligently, and pitfalls can be
avoided. It will benefit platform owners, budget
decision makers or technical architects who want to
know the big picture and the realistic effort behind
the individual ITOM modules to create successful
models for ITOM implementation. This provides insight
into realistic implementation times, ROI,
organizational challenges, and technical pitfalls not
mentioned in ITOM product documentation.
ITOM Visibility
Agent Client Collector for Visibility

Agent Client Collector  for Visibility (ACC-V) is a  ServiceNow  Agent installed on your  Windows 
and Linux servers to run push-based Discovery on a host. ACC-V deploys Ruby scripts that
execute OS Query commands and OS-specific commands to gather the information. You can
discover data from various file systems and storage devices, TCP connections, running
processes, and other information about target hosts.

Portal
Agent Client Youtube Learn about the latest agent-based solution for the
Collector Visibility Now Platform. Agent Client Collector Visibility will
Overview Video provide reliable and scalable discovery of End User
Computing devices, agent based server discovery
in the datacenter while removing security related
implementation roadblocks, software discovery
and license management.
How To - Youtube
Deploying Agent
Client Collector for
Itom Visibility
ServiceNow Agent Youtube The Agent Client Collector for Visibility, in other
Client Collector for words, Agent Based Discovery has been
Visibility announced two weeks ago - enough time for
Michel to get his hands dirty and share his findings
with you.
Discovery
ServiceNow Discovery searches for applications and devices on your network and then
updates the CMDB with the information it finds.

Information Website

Portal

Portal
Populate and ServiceNow This Success Playbook will show you how to set up
maintain your Website ServiceNow Discovery in a way that keeps your
CMDB with CMDB current and reliable.
Discovery
Discovery ServiceNow This course is designed for ServiceNow administrators

Fundamentals Learning Portal and consultants who need to implement and
administer ServiceNow Discovery.Discovery
Fundamentals lays the groundwork for mature
infrastructure operations management. Using
probes, sensors, and discovery patterns, this ITOM
application captures IP-enabled configuration items
(CIs), and maps their relationships and
dependencies, in your ServiceNow CMDB.
Discovery Extras ServiceNow Attend Discovery Extras to review supplemental

Learning Portal topics to the Discovery Fundamentals course.
Discovery Basics ServiceNow This course explores using the integration between
for Software Asset Learning Portal ServiceNow Discovery and ServiceNow Software
Management Asset Management (SAM) Professional to
(SAM) automatically find and populate software installation
information within your data center for later
normalization and reconciliation in Software Asset
Management (SAM) Professional.
Turning the Lights ServiceNow This session is designed to discuss best practices to
on - Learn how to Developer establish a reliable CMDB through basic discovery as
enhance your Portal well as practicing how to extend discovery with
CMDB data by advanced use of the flow designer to process, react
Discovery & Flows and enrich the data collected. The session is around
(K20) sample customer scenarios such as deep network
device discovery or discovery of shared file access
and discusses how the joint use of discovery, flow
designer as well as CMDB enable real deep visibility.
Discovery in Youtube Mike Desmond of GlideFast Consulting explains

ServiceNow Discovery in ServiceNow in this Share the Wealth
session.
Planning for Youtube Provides an overview of Discovery on the

Discovery ServiceNow platform, additional capabilities
available with Service Mapping, and planning for
Discovery.
Setting Up Youtube Describes how to set up Discovery on the

Discovery ServiceNow platform
Running Youtube This video demonstrates setting up Horizontal

Discovery with Discovery using Patterns and applies to ServiceNow
Horizontal Pattern releases starting with Helsinki.
Probes to Patterns ServiceNow Probes and patterns are complementary

with IT Operations Learning Portal technologies that provide greater flexibility for the
Discovery (K20) Discovery capabilities and its administrators to
build/ship Discovery content. It's imperative to
understand the technological differences between
probes and patterns. Customers leveraging
Discovery with probes can be migrated to patterns.
In this Knowledge 20 Lab1225, you'll learn the best
practices and methodology to migrate the strategy
from probes to pattern.
Probe to Pattern ServiceNow This article describes the procedure for switching
Migration Support Portal from probe-based Discovery to pattern-based
Discovery for instances running on New York or later.
Extending Youtube In this ServiceNow Tutorial, Chris Tessier of GlideFast

Discovery/Service Consulting gives an overview of extending Discovery
Mapping Patterns and Service Mapping Patterns in ServiceNow.
Troubleshooting a Youtube Series of videos about handling various problems

failed Discovery during Discovery runs.
Common Pitfalls ServiceNow Article series by Charles Keown

and How to Avoid Community
Them Portal
• Part 1
• Part 2
• Part 3
Introduction to Youtube Provides an overview of Cloud Visibility.

Cloud Discovery
File based Youtube Showing how to setup File-Based discovery with tips
Discovery tips and tricks
and tricks
Managing and Youtube This demonstration shows how to utilize the

visualizing Azure ServiceNow platform along with Discovery and
Kubernetes Service Mapping to manage and visualize Azure
Service, Kubernetes Service resources throughout their
application lifecycle.
lifecycle with
ServiceNow
Agent Client Youtube Learn about the latest agent-based solution for the
Collector Visibility Now Platform. Agent Client Collector Visibility will
Overview Video provide reliable and scalable discovery of End User
Computing devices, agent-based server discovery in
the datacenter while removing security related
implementation roadblocks, software discovery and
license management. Agent Client Collector Visibility
will be live and available on the ServiceNow Store on
April 15, 2021 for Discovery SU model and v2 ITOM
Visibility customers.
Service Mapping
The ServiceNow Service Mapping application discovers all application services in your
organization and builds a comprehensive map of all devices, applications, and configuration
profiles used in these business services. Service Mapping maps dependencies based on a
connection between devices and applications. This method is referred to as top-down
mapping. The top-down mapping helps you immediately see the impact of a problematic
object on the rest of the application service operation.


Portal

Portal
Service Mapping ServiceNow During this on demand training course, attendees

Fundamentals Learning Portal will gain in depth knowledge and practice in
configuring and using ServiceNow Service
Mapping. A combination of course content and
lab work will help attendees learn to gain a clear
understanding of the ServiceNow Service Mapping
solution and its capabilities and how it differs from
the ServiceNow Discovery solution. Learn the
concepts and value of ServiceNow Service
Mapping top down discovery that allows
ServiceNow administrators to model an entire
service by providing a single entry point to the
service such as a web URL or host address and port.
Service Mapping ServiceNow The Service Mapping Simulator will test your
Simulator Learning Portal understanding of Service Mapping and the
creation of an application service from start to
completion. Building the application service
requires a solid working knowledge of Service
Mapping along with creating new patterns using
the Discovery Pattern Designer to define
identification and connection steps. Helpful hints
and tips are provided along the way, including links
to supporting documentation.
How to Use a Youtube

Service Map
Service Mapping Youtube Describes how to define a business service, which is

Part 1 | The Basics a set of interconnected applications and hosts
configured to offer a service to the organization.
Also describes how to read service maps in the
ServiceNow Service Mapping application, which
discovers all business services within your
organization, and builds a comprehensive map of
all devices and applications used in these business
services.
Service Mapping Youtube Describes how to effectively troubleshoot the most

Part 2 | common problems that may occur during service
Troubleshooting mapping.
Service Mapping Youtube Describes how to view business service changes on

Part 3 | Advanced service maps. A business service is a set of
features interconnected applications and hosts which are
configured to offer a service to the organization.
Describes how any change to configuration items
(CIs) within a business service is reflected on the
History scale of Service Mapping, and how to view
network paths between CIs.
Service Mapping Youtube This video tries to explore on the basics of Service
Basics Mapping by discovering the service map of a 2 tier
Java based web application and discuss over the
following topics:
• Explore the basics of Service Mapping

• Application services and Types of service maps
• Discovering service map for a 2 tier Java based
web application
• 4. How pattern based discovery is used to
discover service maps
ITOM & Service Youtube Overview of Service Mapping presented by

Mapping GlideFast Consulting.
Demo - ITOM Tag Youtube A tag is a label that consists of a key-value pair.
Based Service Your organization may use tags to categorize its
Mapping assets, to enhance query and reporting
capabilities. Discovery and Cloud Provisioning and
Governance can discover tags used by all major
cloud providers and container ecosystems. Once
the tags are discovered, Service Mapping can
create application services based on these tags.
Typically organizations use tagging in virtualized,
hyper-converged, or multi-cloud infrastructures.
What’s new in Youtube Service-aware / Application context-aware data in

Service Mapping the ServiceNow platform drives AI-Powered Service
Operations with ITSM/CSM/AIOps outcomes. The
service mapping narrative has evolved and ITOM
Visibility service mapping technology enables
customers to map infrastructure to application
services. Top-down mapping allows customers to
identify applications with URL entry points. Tag-
based mapping simplified mapping journey for
cloud and containers. Imagine if Service Mapping
technology allows you to create service maps with
the no-code option with Machine learning? What If
we can generate content on the fly with ML and
what if we can train the system to identify important
connections and suggest to the customer to add
them to the map. ML Powered service mapping
feature is a reality with Quebec Release.
Certificate Inventory and Management

The Certificate Inventory and Management application allows you to discover, take inventory
of, and proactively manage all your TLS certificates.

Portal
Certificate ServiceNow Learn how to configure and use the Certificate

Inventory and Learning Portal Inventory and Management application. This
Management course provides all required training and exams
Administration covering the most essential elements of
managing and maintaining the Certificate
Inventory and Management application. This
course is intended for IT Operations
Management Administrators who are responsible
for managing TLS Certificates.

Website
TLS Certificate Youtube The Certificate Inventory and Management

Management application allows you to discover, take
inventory of, and proactively manage all your TLS
certificates.
TLS Certificate URL Youtube Certificate Inventory and Management allows

Discovery Discovery to automatically scan for certificates
on specific ports through your existing CI-based
Discovery schedules. In addition, you can create
new Discovery schedules to scan individual URLs.
ITOM Health
Event Management
The ServiceNow Event Management application helps you to identify health issues across the
datacenter on a single management console. It provides alert aggregation and root cause
analysis (RCA) for discovered services, application services, and automated alert groups.
Product ServiceNow Website Entry point to the official product information

Information pages.

Portal
Getting Started Youtube

with Event
Management
Event and Flow ServiceNow The alert management feature has been
in Action Developer Portal significantly enhanced in the London, Madrid,
and New York releases, replacing alert
management rules. This course explains the new
capabilities and includes examples for practical
implementations. This course is primarily
targeted to Implementation specialists
responsible for the setup and configuration of
the Event Management application, alert
management features. Also, for anyone
interested in automated remedial action
capabilities using flows.
Overview of Youtube Mike Desmond of Pharicode gives an overview

Event and demonstration of Event Management in
Management in ServiceNow in this Share the Wealth session.
ServiceNow
Event Youtube Overview of the ServiceNow Event

Management • Overview Management and Operational Intelligence
Video Series • Setup applications.
• Event Rules
• Collecting Events
and Metrics
• Grouping Alerts
• Alert Action Rules
Measure ServiceNow Article by Rahul Priyadarshy:

Availability for Community Portal
“Event Management also supports the creation
Critical CIs /
of SLAs for application services and for CIs. This
Application
helps in mesuring availability KPIs. The Event
Services
Management application uses Event
Management SLA [em_ci_severity_task] table.
We will see the configuration of SLA for Both CIs
and Application Services.”
Operational ServiceNow Learning Operational Intelligence (OI) is an application

Intelligence Portal that lets your IT team spot and analyze
Fundamentals performance issues in your IT infrastructure and
applications before service outages occur. It
enables you to collect raw operational metrics
data from monitoring sources and use machine
learning intelligence to proactively identify
performance issues that might cause service
outages. As an add‑on application to
ServiceNow Event Management, OI is a key
preventive ingredient to help eliminate service
outages. This course is designed for IT
Operations Management personnel and others
in a company who work with events and alerts
and need to proactively identify performance
issues that might cause service outages in the
data center, and those who want to prepare
for the Event Management Certified
Implementation Specialist (CIS) Exam.
Agent Client Collector for Monitoring
Agent Client Collector monitoring enables you to monitor your service availability, examine the
health of your environment, and ensure that your infrastructure and its applications are running
properly.

Portal
Agent Client Collector ServiceNow Several three letter acronyms are in use for
Acronyms and Support Portal Agent Client Collector and the various
Abbreviations applications that use it, often with the
explained assumption that you know what we are talking
about. If you don't, this will help.
Agent Client Collector ServiceNow Agent Client Collector monitoring enables you
Fundamentals Learning Portal to monitor your service availability, examine
the health of your environment, and ensure
that your infrastructure and its applications are
running properly. Take this course to learn to
install, configure, and integrate the Agent
Client Collector with your Event Management
and Operational Intelligence applications.
The Agent Client Youtube Learn how you can consolidate multiple
Collector. Monitor monitoring tools on a single platform Richard
your critical services Brounstein, Senior Advisory Solutions Architect
with the Now Platform! will cover:
• Using Agent Client Collector to monitor your
service availability
• How you can better examine the health of
your environment by consolidating
monitoring tools on the Now Platform.
Monitor your critical Youtube: This video series will show you how to quickly
Services with Part 1 standup the ServiceNow Monitoring Agent
ServiceNow (ACC) in your environment. It will show you
Monitoring how to quickly begin monitoring your critical
infrastructure and Services using the Now
Platform.
Let’s Workflow IT with Youtube Let’s Workflow IT with ACC Spoke, ServiceNow’s
OSQ Spoke a.k.a ACC approach to workflow removes bottlenecks
Spoke a.k.a Agent and integrates processes and activities
Client Collector Spoke between people and systems. Simplified with
automated workflows using a drag and drop
interface of Flow Designer (IntegrationHub) -
ACC spoke provides a framework to write
customized workflows or automations to
execute on Agents (ACC) or Configuration
Items (CI). With ACC spoke workflows, you will
improve business outcomes by making work
more efficient.
Agent Client Collector LinkedIn Article by Alexander Ljungström

– an in-depth analysis
If I had a dollar for every time I stated
of the future
“ServiceNow is not a monitoring tool in itself”, I
would be making money in a very odd way.
Luckily for my revenue model, that statement is
no longer true, in a matter of fact; ServiceNow
is de-facto entering the space of the lucrative
monitoring market. The question is, what
footprint will it create? What will it mean for the
AIOps value proposition? All of a sudden puzzle
pieces are coming together, and I am excited
to present this in-depth analysis of the future
Agent Client Collector.
AIOps
Artificial Intelligence for IT Operations (AIOps) uses big data and machine learning to optimize
operations. ServiceNow helps maintain service health by distilling event and performance data
down to prioritized alerts with actionable insights. Reduce event noise by removing
redundancy. Proprietary machine-learning algorithms prioritize alerts. Relevant past data,
metrics, and rich insights guide you to the causal conditions and root cause—eliminating the
need to work across multiple tools. Your solution should also guide you to meaningful actions to
fix the root cause. ServiceNow takes this to the next level with remediation options that can be
automatically orchestrated and presents opportunities for automation across different IT teams.
Execute tasks faster and more efficiently across systems and teams while significantly improving
operational metrics for the services you deliver.

Information Website
AIOps & Visibility ServiceNow This complimentary eBook lays out the challenges
for Dummies Website that AIOps helps you overcome—offering strategies
for implementation. You’ll also get valuable use
cases, strategies, best practices, and more helping
to guide you for better insights and enhanced IT
Operations.
Demo - Predict Youtube With the Now Platform, IT has full control over IT
failures before resources, both on-premises and in the cloud.
they happen with ServiceNow IT Operations Management (ITOM)
AIOps delivers comprehensive AIOps capabilities built
seamlessly on the Now Platform. ITOM delivers the
intelligence you need to rapidly find service
degradations and outages, understand and resolve
issues, automate problem remediation, and
optimize cloud spend.
Demo: Eliminate Youtube IT operations management systems need to

Outages with become intelligent to pinpoint service and
AIOps infrastructure issues, accelerate remediation, and
drive service quality improvement. For years,
ServiceNow has been applying machine learning
and analytics with AIOps to help you:
• Cut through event noise to create actionable
signals
• Rapidly identify service outages and
degradations
• Remediate service and infrastructure issues
accurately
• Drive continuous improvement in service quality
Artificial Youtube Mike Desmond of GlideFast Consulting explains AI

Intelligence Operations in ServiceNow in this Share the Wealth
Operations AIOps session.
in ServiceNow
No CMDB? No Youtube: Learn how to deploy ITOM Health - AIOps without a

Problem. ITOM • Part 1 CMDB in this three-part series.
Health & AIOps • Part 2
without a CMDB • Part 3
Predictive AIOps Youtube Watch this Live demo which is relevant to any digital
and Observability customer looking to get predictive. Customers
looking at other AIOps vendors which focus primarily
on Event Management (alert correlation) will never
get you more than reactive. ServiceNow has
algorithms and collectors to collect and surface up
insights on metrics, logs, and alerts and see how the
platform enables SREs to balance agility and
availability like no other vendor in the marketplace.
AIOps & Anomaly Youtube How can we remove the hype and buzz from
Detection - AIOps? In this masterclass between Einar & Partners
Operating Model and AIMS we expand on topics such as
& Business • What AIOps tries to resolve (relation to profit- &
loss)
• Market development of AIOps & Anomaly
Detection
• The building blocks of AIOps
• Impact on the business
• Changes to operating model
Predictive AIOps Youtube The Health Log Analytics application predicts IT

with Health Log issues before they impact users. The application
Analytics helps you solve issues faster by ingesting, analyzing,
and correlating machine-generated log data in real
time. When Health Log Analytics detects a deviation
from a normal pattern, it alerts you of a possible
business-impacting issue. Health Log Analytics (HLA)
is a new ServiceNow ITOM Health application in the
Quebec release.
Health Log ServiceNow Attend Health Log Analytics (HLA) Fundamentals to

Analytics (HLA) Learning learn to install, deploy, configure, and use log
Fundamentals Portal analytics to prevent issues before your users are
affected.
ITOM Optimization
Cloud Provisioning and Governance

With the Cloud Provisioning and Governance application (formerly Cloud Management), you
can use a single interface to access cloud resources, publish cloud offerings to a catalog, and
manage the usage of those resources. You can also manage the life cycles of those resources.
Cloud Provisioning and Governance is integrated with both private and public cloud providers,
including Amazon Web Services, Microsoft Azure, and VMware offerings.


Portal

Portal

Website
Cloud Youtube Introduces Cloud Management in the ServiceNow

Management platform, and covers top-level use cases: cost and
Introduction visibility, self-service, governance, and the cloud
blueprint designer.
Cloud Alerts for ServiceNow This course teaches how to configure AWS and
Amazon Web Learning Portal ServiceNow, so that the ServiceNow Cloud
Services (AWS) Management application will receive cloud alerts
whenever AWS EC2 Instances are provisioned,
stopped, started or de-provisioned.
What’s new in Youtube In this session led by the head of ITOM Optimization
Cloud product management, we'll cover the new
Management capabilities as part of our most recent releases of
Platform and Cloud Management platform as well as provide a
introducing Cloud view into our new Cloud Insights capability.
Insights
Cloud Insights
The Cloud Insights application, available in the ServiceNow Store, helps you to analyze the full
range of costs that are associated with cloud assets so you can identify and take action on
opportunities to save money and optimize operations.


Portal

Website
Ensuring Resilient IT Youtube Ensuring Resilient IT Operations with Visibility in the

Operations with Cloud
Visibility in the
Cloud
Cloud Insights ServiceNow This course provides an overview of ServiceNow

Learning Portal Cloud Insights, review of necessary prerequisites
and plugins, configuration guidance for
discovering and evaluating Cloud Insights data,
and instruction for creating Cloud Insights policies.
Don't be like Youtube The ServiceNow Cloud Insights application,

"Uncle Phil"... Get available in the ServiceNow Store, helps you to
smart about cloud analyze the full range of costs that are associated
spend with Cloud with cloud assets so you can identify and take
Insights action on opportunities to save money and
optimize operations.
Reduce your Youtube As more and more workloads move to the cloud,
Cloud Spend with organizations need to make a concerted effort to
Cloud Insights keep tabs on the ever-increasing cloud spend.
Usually multiple teams are provisioning workloads
using their own service accounts with minimal
oversight. In this demo, see how Cloud Insights
provides visibility, management, and governance
for your cloud infrastructure and your business.
How to terminate Youtube The ServiceNow Cloud Insights application,

unused machines available in the ServiceNow Store, helps you to
in the cloud analyze the full range of costs that are associated
with cloud assets so you can identify and take
action on opportunities to save money and
optimize operations. The Unused Machines feature
recommends termination or power-off for
resources that are wasting money because they
are not being used. Use the Settings page to
configure Unused Machines processes and specify
the potential savings that triggers notifications.
IT Asset Management (ITAM)
Get to business outcomes faster with a CMDB driven IT lifecycle. Modernize and simplify ITAM
processes with workflow. Optimize hardware, software, and cloud costs while mitigating
software license compliance risk. Automate intuitive workflows to fuel productivity and connect
cross functional teams.

Portal

Community
Portal
Learning Path of a ServiceNow Start your journey as an Accredited Pre-Sales Expert

Pre-Sales Expert Learning Portal

ITAM Foundations ServiceNow In this course you will learn about the problems that
Learning Portal IT Asset Management solves for our customers. You'll
also learn how to target this solution according to
personas and the features of IT Asset Management.
The Gorilla Guide ServiceNow Read this eBook and learn how the best practices
to Getting Started Website for getting started with ITAM can benefit your
with ITAM organization. You’ll learn how you can:
• Eliminate overspending for software licenses
• Help solve for unnecessary and avoidable risk,
including “shadow IT”
• Reduce team inefficiency while boosting overall
productivity
ITSM & IT Asset Youtube

Management
See How Hardware ServiceNow Join us for a hands-on session to learn how Asset
and Software Asset Learning Portal Managers can manage and automate the end-to-
Lifecycle are Better end lifecycle of software and hardware assets from
Together (K21) request through to retirement. Learn the positive
impact on Application Portfolio Management, get
an overview of compliance management and
practically allocate assets and manage their
transfers during in-life service and then eventually
retire them from the estate using native workflows in
ServiceNow’s SAM and HAM solutions.
Hardware Asset Management (HAM)

The Hardware Asset Management application is a licensable application that on activation
provides advanced workflow, automation, and mobile capabilities to maintain your assets.

Website pages.

Portal

Website
Hardware Asset Youtube Provides an overview of the Hardware Asset

Management Management for ServiceNow.
Overview
Hardware Asset ServiceNow Attend Hardware Asset Management (HAM)

Management Learning Portal Fundamentals to learn how to set up an
Fundamentals effective Hardware Asset Management
practice with key milestones, and a variety of
people and departments.
Hardware Asset ServiceNow Assess the student on Hardware Asset

Management Learning Portal Management including configuration,
Simulator importing asset data, catalog management,
stockroom management, and contracts and
rate cards.
Hardware Asset Youtube ServiceNow Hardware Asset Management

Management makes makes its debut as part of the ServiceNow
its debut as part of family of products in the Paris release. HAM
the Paris release provides increased visibility of the asset estate
and automates the IT lifecycle on a single
platform. Watch our pre-recorded webinar to
hear how your organization can Automate the
IT lifecycle on a single platform.
Hardware Asset Youtube

Management - Paris
Update
Demo - HAM Youtube Automate the update of your asset records

Professional - throughout its life cycle and remove the effort
Hardware Asset of manually maintaining asset accuracy.
Lifecycle Automation
Demo - HAM Youtube Audit hardware assets on your mobile device.

Professional - Mobile
Audit
Demo - HAM Youtube Asset Management Hardware Model

Professional - Normalization enables users to normalize the
Hardware Model details, such as manufacturer, product, model,
Normalization and device type, of your hardware and
consumable models. Data from the models is
compared against the data in the Hardware
Model Normalization Content Service.
Software Asset Management (SAM)
ServiceNow Software Asset Management uses a single system of action that helps seamlessly
transform operations from reactive software asset management practices to a proactive
culture that is audit‑ready and optimizes license spend.

Website pages.

Portal

Portal
Normalize ServiceNow This best practice guide will help you get the most
discovered software Website out of software normalization by:
for effective • Explaining SAM normalization processes and
Software Asset the importance of normalization in the software
Management asset management ecosystem
• Helping you establish smart manual
normalization processes, including determining
how much effort you should put into
normalizing outliers and selecting publishers
that might require special attention.
Learning Path for a ServiceNow Start your journey as an Accredited Pre-Sales

Pre-sales Expert Learning Portal Expert
Software Asset ServiceNow Explore the basics of managing software assets

Management | Learning Portal and their lifecycles in an effort to track, evaluate,
Getting Started and control software license rights using Software
Asset Management (SAM) Professional.
Software Asset Youtube Provides an overview of Software Asset

Management Management for ServiceNow.
Overview
Software Asset ServiceNow In this interactive course, you will master the setup,
Management Learning Portal configuration, and usage of the Software Asset
Fundamentals Management Professional application, with a
focus on:
• Managing software licenses (models,
entitlements, and metrics)
• Controlling the cost of purchasing and
managing software assets
• Managing the software asset lifecycle from
planning to disposal
• Using software discovery and normalization
• Reconciling and achieving software
compliance
• Controlling software usage and reclamation
• Improving IT software asset services to end
users
• Creating standards and processes for
managing software assets
Software Asset ServiceNow The Software Asset Management (SAM) Simulator

Management Learning Portal will assess your understanding of Software Asset
Simulator Management.
Software Asset Youtube Will Young of GlideFast Consulting gives an

Management overview of Software Asset Management
Professional in Professional (SAMP) in ServiceNow in this Share the
ServiceNow | Wealth session.
Overview
Software Asset Youtube Will Young of GlideFast Consulting gives a

Management demonstration of Software Asset Management
Professional in Professional (SAMP) in this Share the Wealth
ServiceNow | Demo session.
Discovery Basics for ServiceNow This course explores using the integration between
Software Asset Learning Portal Discovery and Software Asset Management
Management Professional to automatically find and populate
software installation information within your data
center for later normalization and reconciliation in
Software Asset Management Professional.
Entitlement Import ServiceNow In this course we will explore using the ServiceNow
Basics for Software Learning Portal Software Asset Management (SAM) Professional
Asset Management entitlement import feature to automatically
upload your software entitlement data, from
populating the entitlement import template
through importing the template and resolving
common errors that occur during the import.
Leveraging Youtube Is your organization struggling to control license

ServiceNow’s SAM compliance? Do you have minimal visibility of IT-
Pro to Control IT related spend across your organization? Ever
Spend and considered implementing SAM Pro? Software
Compliance asset experts from GlideFast will share how they
have helped organizations identify and track
software installations across various IT assets to
maintain compliance.
Leverage the new ServiceNow Achieve compliance for multiple enterprise

Quebec Software Learning Portal software products in perpetual, hybrid, and SaaS
Asset Management environments with Software Asset Management
Features (K21) (SAM) from ServiceNow. Join us to learn how SAM
managers and administrators can drive software
license optimization with bring your own license
(BYOL) to public cloud – features that determine
the compliance of Microsoft products Windows
Server and SQL Server across hybrid infrastructures
including AWS and Azure. Track and optimize
license positions for Red Hat Enterprise Linux and
Virtual Datacenter products with the enhanced
SAM Publisher Pack for IBM. Identify cost
avoidance opportunities in the cloud with new
SaaS License Management capabilities
supporting new direct and single sign on (SSO)
integrations.
Security Operations
ServiceNow Security Operations brings incident data from your security tools into a structured
response engine that uses intelligent workflows, automation, and a deep connection with IT to
prioritize and resolve threats based on the impact they pose to your organization.

Website pages.

Portal

Community
Portal


Sales Expert Learning Portal Expert
SecOps Foundations ServiceNow Cyber resilience requires building a mature

Learning Portal security organization that can deal with all
threats and vulnerabilities—not only driven by
the pandemic, but also by things like wildfires,
political unrest, and cyberattacks. With
ServiceNow Security Operations, customers
can identify, prioritize, and respond to threats
and vulnerabilities quickly to reduce risk.
Advanced Security ServiceNow Whether you're a security architect looking to

Playbook Design with Developer Portal design and automate your security playbooks
Flow Designer and or simply someone who wants to learn how to
IntegrationHub (K20) automate repetitive, manual tasks, you won't
want to miss this session. In this lab, we'll build
custom playbooks as flows within Flow Designer
and also build your own integration with
IntegrationHub for use with ServiceNow
Security Operations.
An Introduction to Youtube How can the Security Operations module

Security Operations in secure the future? ServiceNow experts explore
ServiceNow the benefits SecOps provides as a security
orchestration, automation, and response
engine.
Security Operations Youtube Andrew Carlson of GlideFast Consulting

Overview explains Security Operations in ServiceNow.
Security Operations Youtube Learn how to help empower your teams to

Overview implement more efficient security measures
with ServiceNow Security Operations.
ServiceNow Security Youtube How can you improve Security Operations

Operations and the KPIs? In this webinar, join Covestic as we
CMDB - Better highlight how the ServiceNow Security
Together Operations platform and central Configuration
Management Database can help.
SecOps Notifications Youtube Learn how the Security Operations

applications leverage notification functionality
on the ServiceNow platform to ensure
stakeholders are made aware of important
updates to Security Incidents and
Vulnerabilities as they progress through the
remediation process.
Vulnerability Response (VR)

The National Vulnerability Database (NVD) and other sources collect information about known
vulnerabilities. These vulnerabilities can include weaknesses in software, operating systems that
malware can exploit, and other attacks. The ServiceNow Vulnerability Response application
aids you in tracking, prioritizing, and resolving these vulnerabilities.

Portal

Community
Portal

Portal
Vulnerability Youtube Provides an overview of the typical vulnerability

Response response within an enterprise versus the vulnerability
Overview response with ServiceNow, and defines vulnerable
items, vulnerability groups and their lifecycle.
Vulnerability Youtube
Response
Architecture &
Data Model
Overview
Vulnerability Youtube Within 15 minutes, Don Harlan, Advisory Solution

Response for Consultant at ServiceNow takes us through the
beginners fundamental concepts, a product demo and the
next steps to set up the application and start
lowering your risk profile.
Improve Security ServiceNow Are you interested in learning how you can help
with Vulnerability Learning Portal your organization mitigate security risks by
Management automating vulnerability remediation efforts within
(K20) ServiceNow? If so, join our security experts at the
Vulnerability Response lab to see what we can do
and how it works. You'll learn the basics of
integration with vulnerability scanners, how to
prioritize their results based on impact to the
business, as well as exploring new features such as
solution management and exposure analysis.
Speed up Your ServiceNow In this lab, you will learn basic configuration of
Remediation Learning Portal Vulnerability Response to help automate your
Process with remediation process. Topics include reviewing out
Vulnerability of the box dashboards, creating assignment rules,
Response (K21) vulnerability groups, remediation targets, and
prioritization rules. You will also review the
remediation process and also see how machine
learning can be leveraged for assignment
recommendations.
Quickstart Guide ServiceNow Article by julian.azaret:

for Vulnerability Community
“The attached guide provides a list of the high-level
Response Portal
steps needed to get started with Vulnerability
Response. Alongside each step are links to product
documentation with step-by-step guides and
technical details. We have also included quick links
to other important resources to help with customer
conversations.”
The critical Youtube The success of your Vulnerability Response

importance of implementation relies heavily on your Configuration
your CMDB for Management Database (CMDB). Learn why and
Vulnerability how to get properly set-up in 10 minutes.
response
CI Matching for Youtube The matching of your CMDB's Configuration Items

Vulnerability (CIs) to the list of hosts and vulnerabilities brought in
Response - How to by your scanner is key to the success of your
get it right Vulnerability Response (VR) implementation. Learn
how this works and how to do it right in 20 minutes.
Series of videos ServiceNew “We want your business to be protected and we

about Community want you to be successful. This is why we have
implementing Portal started here in the Security Operations Community
Vulnerability Forum, a new series of tutorials dedicated to
Response and newcomers.”
Security Incident
Response
You need Youtube You already have the application in your tool kit.
Vulnerability Your organization is paying for it. Here is why you
Response to help need to use it and how to get started, today, it is
your organization easy.
and to grow your
career in Security
Application Youtube This video walks through the exciting application

Vulnerability vulnerability response capabilities introduced as
Response part of ServiceNow Vulnerability Response.
Integrate your ServiceNow By installing the Tenable for Vulnerability Response

Tenable.io and Website application into your ServiceNow instance, you can
Tenable.sc with import your vulnerability data and act on it directly
ServiceNow within ServiceNow to reduce your overall attack
Vulnerability surface. This Success Playbook will help you get
Response started on your vulnerability management journey
with ServiceNow by:
• Outlining what’s required prior to installing the
Tenable application into your ServiceNow
instance
• Walking you through the steps to integrate
Tenable.io and/or Tenable.sc with ServiceNow
• Offering guidance on how to properly configure
the Tenable application
Security Incident Response (SIR)

The ServiceNow Security Incident Response application tracks the progress of security incidents
from discovery and initial analysis, through containment, eradication, and recovery, and into
the final post-incident review, knowledge base article creation, and closure.

Portal
Quickstart Guide for ServiceNow Article by Alex Cox:

Security Incident Community Portal
“The attached guide is focused on the user
Response
reported phishing use case, as a quick-win,
and provides a high level walk through of the
steps needed to get started. It also includes
links to more detailed implementation steps, a
demo video and ideas for taking the
deployment further.”

Community Portal
What is Security ServiceNow Attend this course to explore a few important

Incident Response? Learning Portal Security Incident Response topics.
Handle Attacks with ServiceNow Join ServiceNow cyber security experts in this
Security Incident Developer Portal lab to learn how Security Operations empowers
Response and security teams to quickly and effectively tackle
Threat Intelligence security incidents, while also providing security
(K20) managers and leaders with increased visibility.
Supercharge your Youtube • Leverage customizable playbooks to

Security Response accelerate response
• Use automation and orchestration
throughout speed and time to resolution
• Intelligently manage security analyst work
How to integrate Youtube

Security Incident
Response with
Microsoft Graph
Security API
Employee Service Management
Delivering easy access to employee services is more important than ever. Employee Service
Management provides connected digital workflows, such as automated onboarding processes,
that give your new hires everything they need to succeed from day one. As employees
continue their journey with your organization, you can provide HR and IT support that makes it
easy for them to request time off, relocate to a different facility, or upgrade equipment. Your
employees can get what they need, when they need it by maintaining communication through
Slack, Virtual Agent for HR Service Delivery, and other channels. Whether your employees are
working from home or on-site, intuitive workflows make it easy to break down siloed processes
and build bridges between departments. In a constantly changing workforce, using Employee
Service Management to clear logistical obstacles provides a painless employee experience
and optimum employee productivity.

information pages.

Documentation Documentation Portal documentation.
HR Service Delivery (HRSD)

Unlock enterprise productivity and give your employees the service experience they deserve
with ServiceNow HR Service Delivery. By providing employees with a single place to manage
their work needs while shielding them from back-end complexity, you can deliver a great
experience to meet the demands of a modern-day workforce.

Website pages.

Portal

Community
Portal
Human Resources Youtube David Self of GlideFast Consulting gives an

Overview overview of Human Resources in ServiceNow
in this Share the Wealth session.
Learning Path of a Pre- ServiceNow Start your journey as an Accredited Pre-Sales

Learning Path of a ServiceNow Start your journey as an Accredited Sales

HR Foundations ServiceNow Keeping talented employees happy is one of

Learning Portal the most significant competitive advantages
an organization can have. Delivering the right
experience for employees from anywhere
allows employees to do their best work. HR
Service Delivery (HRSD) provides employee
services across any department, allowing
organizations to meet their business
objectives.
Human Resources ServiceNow In this course, participants work as HR

Fundamentals Learning Portal Administrators to gain in-depth knowledge
and practice in configuring and using the
ServiceNow Human Resources Service
Delivery (HRSD) application.
HR Case Management ServiceNow HR Case Management holds the details of HR

on the Now Platform Learning Portal requests, such as requests for information, and
HR processes, such as onboarding and
offboarding. Courses in this path address roles
involved in HR case management processes,
how to create an HR case and HR task, how
to resolve and close a case, and the use of
HR case dashboards. The final course
demonstrates the Chat process as it is initiated
from the Employee Service Center.
Employee Document ServiceNow Discover why Employee Document

Management: How to Community Management is critical to your HR Service
securely manage Portal Delivery strategy. Want to ensure you remain
sensitive employee compliant under regulations like GDPR and
documents ensure your employee documents are
securely stored and managed – let’s explore
how EDM allows you to centralize documents
against the employee profile. Leveraging pre-
defined document types, security rules and
retention policy’s to effectively cater to
country specific requirements.
Human Resources ServiceNow This simulator will test your understanding of

Simulator Learning Portal the application, including Security, Case
Management, HR Profiles, and HR Services.
Enterprise Onboarding & Transitions
The Enterprise Onboarding and Transitions application allows you to easily automate
onboarding and other employee lifecycle events that span multiple departments, which helps
to improve employee satisfaction and efficiency across HR and other departments.

Website pages.

Portal
Build an enterprise ServiceNow This Success Playbook will teach you how to
onboarding Website prepare for and start building an enterprise
service onboarding service using ServiceNow. You’ll
learn how to:
• Define and scope an onboarding service
that’s aligned to your business objectives
• Develop a repeatable blueprint for designing
onboarding activities
• Provide the right testing, training, and
promotion to drive adoption of your service
Evaluate your initial phase and look for
improvement opportunities as you extend your
service
Employee Service Center

The Employee Service Center allows you to provide a single, unified portal for employees to get
all the information, services, and help that they need. It is available as part of HR Service
Delivery or as a standalone application

Website pages.

Portal

Portal
Employee Service Youtube Provides an overview of the Employee Service

Center | Overview Center.
Employee Service Youtube Demonstrates options for configuring the

Center | Employee Service Center in the base system for
Configuration the HR needs of your organization.
Employee Service Youtube Demonstrates how to submit service requests in

Center | Requesting the Employee Service Center, and how an agent
and Supporting HR can manage such requests.
Services
Build a Unified ServiceNow In this lab, discover how the Employee Service
Employee Service Developer Center provides organizations with the ability to
Experience with Portal provide a one-stop shop for employees, not only
Employee Service to submit requests and see knowledge articles,
Center (K20) ServiceNow but also provide an authentic experience with
Learning Portal targeted communications and step-by-step
guidance.
Ask the Experts: Youtube In this session, we will show you how the Employee
Employee Service Service Center can provide a centralized
Center for Service destination for employees to access help and
Delivery services across IT, HR, Facilities, Finance, and
Legal. Employee Service Center provides
capabilities and an experience that will exceed
employee expectations for how they get services
delivered at work. Those capabilities will be
explained, demonstrated, and we will show you
how to get started in setting up your Employee
Service Center to drive better employee service
delivery and value.
Ask the Expert: Drive Youtube Join this session to learn about Employee Forums,
Collaboration & a feature available to customers licensed for the
Case Deflection with Employee Service Center, which provides a space
Employee Forums for employee collaboration, blogging,
gamification, and more. Common use cases,
FAQs, and configuration options will all be
covered so you can understand how this could
benefit your organization.
Human Resources Youtube In this Share the Wealth session, Todd Brady of
Portal in ServiceNow GlideFast Consulting gives an overview and
demonstration of the Human Resources Portal
(Employee Service Center) in ServiceNow.
Understanding and ServiceNow Article by Allison French:

Using Campaigns Community
“Campaigns are a feature of our Employee
Portal
Service Center that allow you to deliver proactive,
targeted messages to your employees.”
Create Amazing ServiceNow In this lab, discover how Targeted Content can
Experiences for Learning Portal provide your organization the ability to reach out
Employees with to new hires, employees, and alumni to give an
Campaigns and authentic experience leveraging campaigns. With
Listening Posts (K21) ServiceNow Listening Posts, you can engage your
audience with pulse surveys to capture touch
points and gain insights from employee feedback.
In this lab, you will configure these items for an
organization.
Journey Accelerator
You can use the Journey Accelerator application to create templates that enable managers to
develop and publish customized plans for key employee transitions. Managers, employees, and
mentors can access the plans from the Employee Service Center (ESC).

Portal
HR Service Delivery Youtube Learn how to configure and use Journey

Academy: Accelerator, a new application available on the
Understanding & ServiceNow store that enables managers to
Using Journey create plans for employee transitions, such as a
Accelerator promotion or transfer. This session will include a
brief overview of the app, a live configuration
walk-through, and time for questions.
Unlock Employee ServiceNow Employees undergoing a transition, such as

and Manager Learning Portal onboarding, have standard tasks to complete,
Productivity with but the process can lack the personalization and
Journey Accelerator clarity necessary for a successful transition. The
(K21) experience could be improved if specific plans
and tasks were created by their direct manager.
In this lab, you will build templates that
managers can use to create role-based plans,
assign mentors, and task other team members to
help guide the employee through their journey.
You will see improved productivity from
employees as they navigate through their plans
and transitions more seamlessly.
Legal Service Delivery (LSD)

Legal Service Delivery provides a unified experience between the employees requesting legal
support and the legal teams serving them. Employees can request legal services from an
interface with guided intelligent workflow. Legal departments can automate or streamline
routine legal requests so they can focus on higher value work. The legal teams can use the
Legal Counsel Center which provides the request visibility, prioritized work queue, and practice-
specific tools to manage complex legal affairs.

Website pages.

Portal

Community
Portal


Legal Service Youtube Provides an overview of the Legal Service

Delivery Overview Delivery framework for ServiceNow.
Legal Service ServiceNow ServiceNow Legal Service Delivery provides a

Delivery Learning Portal unified experience between the employees
Fundamentals and requesting legal support and the legal teams
Implementation serving them. Employees can request legal
services from an interface with guided intelligent
workflow. Legal departments can automate or
streamline routine legal requests so they can
focus on higher value work. While this course will
cover the installation and set up of Legal Service
Delivery applications, it will focus mainly on
accessing and using the functions of the various
applications.
Gain Insight into ServiceNow A key factor in improving the legal operations of
your Legal WebSite any business is providing visibility into business
Operations demand, service quality, and performance. This
eBook explains how you can gain greater insight
into your legal operations as the first step in
improving the services and support legal teams
can provide to your organization.
ServiceNow Legal On24.com To avoid being seen a bottleneck to the

Service Delivery, business, legal operations teams everywhere
from intake to increasingly feel the pressure to deliver services
insights faster and reduce risk. Learn how your team can
help increase its efficiency and meet demands
by replacing slow, manual processes. Watch this
webinar and learn how ServiceNow Legal
Service Delivery can help your organization’s
legal team across the business by:
• Creating structured legal intake forms to
minimize qualification
• Prioritizing work streams with visibility and
insight into legal workload
• Accelerating turnaround through automated
legal workflows
Governance, Risk & Compliance (GRC)
ServiceNow GRC helps manage business risk by providing continuous monitoring and real-time
dashboards to get actionable information about high risk areas, noncompliance, vendor status,
and significant audit findings. GRC transforms inefficient processes across your extended
enterprise into a unified GRC program built on the Now Platform. Through continuous
monitoring, prioritization, and automation you can respond to real risks in real time. GRC
embeds risk management, compliance activities, and intelligent automation into digital
business processes to continuously monitor and prioritize risk.

Website pages.

Portal

Community
Portal
Learning Path of a Pre- ServiceNow Start your journey as an Accredited Pre-Sales

Learning Path of a Sales ServiceNow Start your journey as an Accredited Sales

Expert Learning Portal Expert
GRC: Integrated Risk ServiceNow This course explores the primary features and
Management (IRM) Learning Portal roles included in GRC: Policy and
Fundamentals Compliance, GRC: Regulatory Change
Management, GRC: Risk Management, GRC:
Advanced Risk, and GRC: Advanced Audit
applications. This course is a prerequisite to
attending GRC: Integrated Risk Management
(IRM) Implementation. GRC: Vendor Risk
Management is covered in a separate GRC
learning path.
GRC Portfolio Overview Youtube

Demo
Store Releases, Family Youtube Are you wondering how the Store Releases
Releases and Versions - play out with Family Releases and Versions of
How they all come the GRC applications? Jan Spurlin explain it
together all in a few words with very clear graphics.
Continuous Monitoring ServiceNow Complete this lab to learn how ServiceNow

across the Enterprise Developer Portal GRC utilizes the Now Platform to monitor
with ServiceNow GRC compliance across HR, IT, and Customer
(K20) Service, as well as cyber risk introduced by
vulnerabilities. By applying ServiceNow's
continuous monitoring capabilities, identify
changes as they occur and quickly respond
to maintain a strong risk and compliance
posture.
Governance, Risk, and Youtube John Gilaspy of GlideFast Consulting explains

Compliance in Governance, Risk, and Compliance in
ServiceNow ServiceNow in this session.
Are you headed for Youtube Why are some GRC implementations are
GRC success? more successful than others? Do you want
Principles, your GRC implementation to be successful?
recommended Come and learn how the most successful did
practices and it.
scorecard
Profiles (Entities) for Youtube Learn the importance of Profiles (also called
GRC: why you need Entities) and how to make the best of them.
them and how to set This tool sometimes creates uncertainty with
them up some users. Yet it is essential to master it. And
you will master it after you watch this 30
minutes video tutorial.
Entities (fka Profiles) - A Youtube On the occasion of the renaming of Profiles

simple explanation: All to Entities, Scott Ferguson, Director of
people, places and Outbound Product Management, takes
things another look at the concept and boils it all
down to a few words and some very
practical examples.
Entity Scoping, Types Youtube Four GRC Community contributors and

and Classes. How they experts share their tips and experience to
do it. 17 tips from the help you plan and structure your Entities,
GRC Community Entity Types, Entity Classes. This is a must see
experts. whether you are about to get started with
your Entity Scoping exercise or reviewing your
existing structure.
Audit Management
The Audit Management application involves a set of activities related to planning audit
engagements, executing engagements, and reporting findings to the audit committee and
executive board. Engagement reporting assures key stakeholders that the organization's risk
and compliance management strategy is effective.

Portal
Audit ServiceNow This course is designed for technical consultants

Management Learning Portal and others who are implementing Audit
Implementation Management. This course provides best practices
for implementation, common configurations, and
detailed information about Audit Management.
Manage Internal Youtube Learn about the new features in Orlando for GRC
Audit Policy and Risk.
Policy & Compliance Management

The Policy and Compliance Management product provides a centralized process for creating
and managing policies, standards, and internal control procedures that are cross-mapped to
external regulations and best practices. Additionally, the application provides structured
workflows for the identification, assessment, and continuous monitoring of control activities.

Portal

Community
Portal

Portal
Policy & Compliance Youtube John Gilaspy of GlideFast Consulting gives an

Management in overview and demonstration on Policy and
ServiceNow Compliance Management in ServiceNow.
How to efficiently Youtube Businesses are under increased regulatory

manage IT pressure to satisfy higher safety standards while
Compliance with at the same time the universe of risks they are
ServiceNow: 70% exposed to, driven by digital transformation, is
faster! growing like never before. In the middle of all this
we find dedicated professionals and teams with
limited resources who need to keep businesses
compliant: they need the right tools. In this 13-
minute video, Anushree Randad, Principal
Product Manager in the Risk Business Unit at
ServiceNow, takes us step by step through all the
challenges that IT Compliance professionals
have to contend with and explains how the
ServiceNow applications deliver value.
Getting started with Youtube A step by step guide to get you ready for
Policy, Compliance & implementation of Policy & Compliance, Risk
Risk Management: Management. The focus is purely on the pre-
How to prepare for implementation phase and its 5 critical steps.
implementation
How to implement Youtube Following the pre-implementation episode, in this

Policy & Compliance 6 minutes tutorial, Shauna and Donna are back
and Risk to present a step-by-step guide to get you and
Management your team up and running with Policy &
Compliance and Risk. This is a must watch to
reduce your "time to value" as you are looking to
roll out the application. The guide will help you
hit the ground running and waste no time or
resource.
Continuous Youtube Reduce unplanned work and unpleasant

Application compliance surprises by combining GRC Policy
Monitoring with APM and Compliance and Application Portfolio
Management (APM) to deliver a complete
picture of your application portfolio with real-
time monitoring of app compliance.
Policy and Youtube Learn about the new features in Orlando for
Compliance - GRC Policy and Risk.
Governance
Framework
The Unified Youtube For users and practitioners of the ServiceNow

Compliance Governance, Risk and Compliance applications.
Framework (UCF) and An overview and get-started guide of the United
ServiceNow: Get Compliance Framework (UCF) in 21 minutes.
started quickly
The UCF to IRM Youtube One more take on the UCF-ServiceNow

integration walk- integration. This time by Scott Ferguson, Director,
through IRM/Risk Product Management.
Compliance Scoring: Youtube In this tutorial, Anne Marie Fernandez Sr.

a powerful feature Education Advisor with many hours of GRC
that explains the instruction, explains Compliance Scoring in very
importance of Entities. simple terms. As an added bonus, this simple
explanation brings a simple view on Entities,
what they are and why you need them.
Controls: Attestations, Youtube 17 minutes to clarify and disambiguate once

Indicators and and for all the concepts and terminology around
Control Tests Controls, Attestations and Tests. These are so
explained important to make the best of ServiceNow's GRC
solution. This video tutorial is essential before
GRC Fundamentals training, after training,
before implementation and even if you feel that
you mastered it all already.
Policy and Youtube

Compliance -
Continuous Controls
Monitoring
Explore Audit and Youtube There are more great features that have been
Policy Management added for Policy and Compliance Management
Enhancements in and Audit Management. Join us to see how
Quebec we’re utilizing ServiceNow Project Portfolio
Management (PPM) even more to provide
greater planning capabilities within Audit and
how we’ve continued to automate policy and
compliance to help your organization achieve
an even better compliance posture.
Risk Management (RM)
The Risk Management application provides a centralized process to identify, assess, respond to,
and continuously monitor Enterprise and IT risks that may negatively impact business operations.
The application also provides structured workflows for the management of risk assessments, risk
indicators, and risk issues.

Portal

Community
Portal
Integrated Risk ServiceNow In this course you will learn about the the problems
Management Learning Portal that Integrated Risk Management solves for our
Foundations customers. You'll also learn how to target this
solution according to personas and the features
of Integrated Risk Management.
Risk Assessment ServiceNow Attend this course to learn how to process risks
Fundamentals Learning Portal and configure the classic risk assessment process
installed with the Risk Management application.
Advanced Risk ServiceNow Learn how the advanced risk assessment engine
Assessment for Learning Portal creates an integrated risk platform and how to
Implementers implement the advanced risk assessment feature,
including how to build risk assessment
methodologies and scope risk assessments on
entities and objects across the ServiceNow
Platform.
Risk Management Youtube John Gilaspy of GlideFast Consulting gives an

in ServiceNow overview and demonstration of Risk Management
in ServiceNow.
Advanced Risk Youtube

Assessment
Discover new Youtube Join us to see the power of our Advanced

enhancements for Assessment Engine. We'll describe the flexibility of
GRC Risk the engine to address a variety of types of
assessments and methodologies and walk you
through, in a live demo, new enhancements such
as how we automate response collection and
can now assess the risk of any object regardless of
whether it is associated with an Entity in GRC.
Discover new Youtube Join to see the newest enhancements to the

enhancements for Advanced Risk Assessment Engine. With this new
Advanced Risk release you can now execute Project Risk
Management Assessments and Application Risk
Assessments. We’ll walk you through those
capabilities in conjunction with our manual and
automated factors, and much more. The goal is
to provide an integrated and data-driven
approach to managing risk
Continuous Risk Youtube See how GRC continuous monitoring, Vulnerability

Monitor for Response, and ITSM work together in one platform
Vulnerabilities to identify the risk of unpatched vulnerabilities and
resolve them quickly.
Risk Register ad Youtube Learn about the new features in Orlando for GRC
Assessments Policy and Risk.
Defining Risk Youtube Learn about the new features in Orlando for GRC
Indicators Policy and Risk.
Vendor Risk Management (VRM)

The Vendor Risk Management application provides a centralized process for managing your
vendor portfolio, assessing vendor risk and tiering, and for completing the remediation life cycle.

Website pages.

Documentation Documentati
on Portal

Community
Portal

Portal
Vendor Risk ServiceNow The Vendor Risk Management Fundamentals

Management Learning course provides an introduction to the Vendor Risk
Fundamentals Portal Management application, which is part of the
Governance, Risk, and Compliance (GRC) suite.
The Vendor Risk Management application
provides a centralized process to continuously
monitor, assess, mitigate, and remediate risks in
your third-party ecosystem. This course is designed
for vendor risk managers, vendor assessors, and
other risk and compliance professionals managing
third-party risk.
Vendor Risk ServiceNow The Vendor Risk Management (VRM) simulator is

Management Learning intended to help you prepare for the Vendor Risk
Simulator Portal Management Implementation certification exam.
Scale Trust and ServiceNow Join this hands-on lab to learn how organizations
Resilience for Third Developer are gearing up to meet the challenge of
Parties with Vendor Portal managing third-party risk with ServiceNow Vendor
Risk Management Risk Management.
(K20)
Vendor Risk Youtube John Gilaspy of GlideFast Consulting gives an

Management in overview and demonstration of Vendor Risk
ServiceNow Management in ServiceNow in this Share the
Wealth session.
Vendor Risk Overview Youtube

Demo
Getting started with Youtube If you are a Vendor Risk Manager or a Vendor
Vendor Risk Manager, this tutorial will show you a step-by-step
Management in-product guide to get started and quickly get
value from your ServiceNow Vendor Risk
Management application.
IT Vendor Risk Youtube If you are a Vendor Risk Manager or a Vendor

Management - Solve Manager dealing with IT Vendors, this tutorial will
your top 3 problems show you how to solve your top 3 problems with
your ServiceNow Vendor Risk Management
application.
ServiceNow's Vendor Youtube In 5 minutes, Jorge Garcia, Technical Product

Portal: What it does, Manager explains how to use this essential tool, the
how to use it in 5 min. time it saves and the efficiencies it offers.
Discover new Youtube Join us to see all the enhancements to our Vendor
enhancements for Risk Management application. We’ve made some
Vendor Risk significant updates and want to show you how you
Management can now create vendor hierarchies and assess
vendors based on engagements. We’ve also
added risk areas to pinpoint where your risk is
coming from. And there’s more.
Manage Vendor Youtube Gain a single destination to view vendor

Performance and Risk performance and risk with the Vendor Manager
Workspace (ITSM Pro), where you can monitor the
performance of your vendors, as part of the
vendor management lifecycle, while managing
the risk with Vendor Risk Management.
Vendor Engagements Youtube

and Risk Areas
Ask the Experts: Youtube We made significant enhancements to Vendor

Discover New Risk Management in June and now we’ve made
Enhancements for some more. Join us to see all the new
Vendor Risk enhancements in action as we continue to embed
Management third-party risk management into enterprise
workflows to drive risk-informed business decisions.
Untangle Vendor Risk ServiceNow Today more than ever, third parties are key
Complexity via Learning partners in business success. Enterprises continue to
Hierarchy, Portal increase reliance on third parties to help
Assessment, and accelerate innovation, digital transformation, and
Score Roll-up (K21) growth. Engaging with these third- parties creates
a complex inventory of vendors and the type of
relationship held with those vendors. How do you
manage those relationships? In this lab, you will
learn how the new hierarchy and vendor
engagements organize your global relationships.
You will learn how the third party can respond to
assessments in real-time. Finally, you will see how
the results of those engagements impact the
overall risk score roll-up.
Business Continuity Management (BCM)
ServiceNow Business Continuity Management provides a consistent, repeatable process to
prevent and minimize business disruptions across the enterprise by automating the
identification, prioritization, and tracking of risks to critical business processes. This includes
performing business impact analysis (BIA) to set recovery time objectives (RTO) and recovery
point objectives (RPO), Business Continuity and IT Disaster Recovery planning and exercising, as
well as Crisis Management at the time of an actual event.
Built on the ServiceNow Now Platform, Business Continuity Management has access to
enterprise data, workflows, and the entire ServiceNow product suite. This allows for automation
of plan development and updates directly from the Configuration Management Database
(CMDB), while providing configuration flexibility, security, and scalability.

Website pages.

Community
Portal

Portal
Business Continuity ServiceNow Whitepaper for ServiceNow Business Continuity &

101 Website Disaster Recovery
Plan Building with ServiceNow Whitepaper

ServiceNow Website
Business Continuity
Management
Manage Enterprise ServiceNow Whitepaper

and BCM Risk with Website
ServiceNow
Business Continuity
Management
Business Continuity ServiceNow In this on demand course, attendees gain the skills
Management for Learning for effective implementation of the Business
Implementers Portal Continuity Management application.
Business Continuity ServiceNow This simulator is designed to assess your knowledge

Management Learning and expertise in implementing ServiceNow's
Assessment Portal Business Continuity Management application.
Simulator
Business Continuity Youtube Get a high brief overview of Business Impact

Management Analysis, Dependency Planning, Threat Assessment,
Overview Business Continuity Planning, Business Recovery
Planning, Recovery Management, and Recovery
Tasks.
Execute a Better BIA Youtube The Business Impact Analysis (BIA) forms the basis of
with Business business and IT recovery strategies. Gain visibility
Continuity into the risk to your business of worst-case scenarios,
Management determine recovery time objectives and criticality
for business processes so you can recover critical
systems and processes more quickly, and minimize
the cost of the disruption with planning around
recovery point objectives.
Building Better Youtube Plans are developed to address each of the

Business Continuity business continuity disciplines. The data from the BIA
plans with Business and the strategies developed form a baseline for
Continuity plan development. Learn how good planning can
Management help minimize your risk exposure, optimize resources
for recovery efforts, and increase the speed of your
process recovery.
Realize the Value of Youtube Threat assessments provide guidance for selecting
Threat Assessments effective mitigation strategies and allow you to
with Business make better decisions with the visibility it grants into
Continuity the likelihood and severity of business disruptions
Management such as natural disasters, security events,
pandemics. Learn how it can also help improve
business continuity planning and minimize the cost
of a disruption.
Plan for Disaster Youtube Disaster Recovery is the discipline within Business
Recovery with BCM Continuity that focuses on the protection, recovery,
and restoration of an organization’s critical
technology systems and data. While the loss of key
systems and data do not pose a threat to physical
safety, Information technology outages can cripple
an organization’s ability to provide products and
services. Learn how disaster recovery planning can
help minimize your risk exposure, optimize resources
for recovery efforts, and increase the speed of your
application recovery.
Create a recovery Youtube The sequence for recovery activities and recovery
strategy that works strategies are chosen and implemented based on
with BCM data gathered in the analyze phase (the BIA). The
strategies selected will guide the development of
recovery plans. Learn how recovery event
management can minimize risk during an event,
strengthen organizational response and recovery
capabilities through exercises, and help you
execute educated, risk-informed decisions and
tradeoffs.
Ask the Expert: Youtube Join us to see the newest enhancements to Business
Discover New Continuity Management. With the Paris release we
Enhancements for have completely redesigned the user experience
Business Continuity including the following four key use cases: Business
Management Impact Analysis, Business Continuity Planning, Plan
Exercise & Crisis Management. We will demonstrate
these use cases so you can experience the new
look and feel. You’ll also learn how ServiceNow
combines BCM and our suite of integrated risk
management solutions to deliver operational
resilience.
Explore Business ServiceNow What you will learn in this lab session:
Continuity Learning • Complete a Business Impact Analysis, including
Management with Portal the assessment of each impact category and
ServiceNow (K21) dependency category
• Complete a Business Continuity Plan, including
all key planning sections
• Complete a functional exercise to test the
recovery procedures in a plan
• Access key landing pages and reports
• Export reports in both pdf and excel formats
Field Service Management (FSM)
The Field Service Management application helps organizations manage work tasks performed
on location. Match tasks to agents based on skills, geographic territory assignments, and
available inventory. Agents can record details on assigned tasks like completion status, travel
time to jobs, and time spent.

Information Website

Portal

Forum Community
Portal

Portal
Learning Path of ServiceNow Start your journey as an Accredited Pre-Sales Expert

a Pre-Sales Learning Portal
Expert
Learning Path of ServiceNow Start your journey as an Accredited Sales Expert

a Sales Expert Learning Portal
FSM Foundations ServiceNow ServiceNow Field Service Management manages

Learning Portal location-based work efficiently and safely by sending
the right people and equipment to complete work
the first time, maximizing uptime by fixing problems
before customers know they have them, and
improving technician efficiency to meet service level
agreements.
Field Service ServiceNow In this self-paced, on demand course, attendees

Management Learning Portal master the usage of ServiceNow Field Service
Fundamentals Management applications and modules. This course
is designed for field service process users or fulfillers
who will use the Field Service application and
modules, as well as administrators or implementers
responsible for configuring or maintaining the Field
Service application and modules. A combination of
process overviews, use cases, how-to steps,
demonstration videos, and simulations helps
attendees develop a holistic view of the core field
service persona roles and responsibilities.
Optimize Work ServiceNow In this lab, you will match tasks to agents based on
Orders with Field Developer skills, geographic territory assignments, and available
Service Portal inventory. Agents can record details on assigned
Management tasks like completion status, travel time to jobs, and
(K20) time spent.
Create a ServiceNow Join us to learn how to create a seamless customer

Seamless Learning Portal experience with ServiceNow Field Service
Customer Management. Leverage appointment booking and
Experience with the service portal to create an effortless, self-service
Field Service experience for customers to book a service
Management appointment. Dispatch tasks quickly and efficiently
(K21) to available field agents with the right parts and skills.
From their supported smartphones and tablets, field
agents can manage tasks and inventory, view
knowledge, complete questionnaires, and record
customer sign off. Provide customers with relevant
notifications about task progress and agent status.
Extend Your ServiceNow Today, dispatchable work is often focused on

Existing Learning Portal applying, coordinating, implementing, and settling
ServiceNow tasks. In reality, this work spans multiple departments
Investment with and is integrated into organizations’ customer
Field Service service, project management, and asset
Management management workflows. Join us to learn how
(K21) ServiceNow Field Service Management integrates
with other parts of the Now Platform. You’ll get
hands-on experience connecting work orders to
customer projects to provide contextual service
offerings and greater transparency.
Planned ServiceNow This course is designed for field service management

Maintenance for Learning Portal process owners, administrators, implementers, and
Field Service others who are interested in learning how to use
Planned Maintenance for Field Service
Management.
Dynamic ServiceNow Dynamic Scheduling Fundamentals is designed for

Scheduling Learning Portal field service managers, dispatchers, administrators,
Fundamentals implementers, and others who are interested in
learning about the Field Service Management (FSM)
dynamic scheduling feature and how it works.
Dynamic ServiceNow Dynamic Scheduling Implementation is designed for

Scheduling Learning Portal field service management implementers,
Implementation administrators, and others who are interested in
learning how to configure the dynamic scheduling
feature to meet unique requirements.
DevOps
The ServiceNow DevOps solution connects your existing DevOps toolsets to the work you
already manage in ServiceNow. We can then gather and link information from the entire
delivery toolchain from ideation or defect to delivery and production. This can provide unique
insights into your DevOps activities and the data can be used to drive the automated creation
and approval of change tickets.

Website pages.

Portal

Community
Portal
DevOps Foundations ServiceNow In this course you will learn about the feature
Learning Portal updates for DevOps in the Paris Release.
DevOps Fundamentals ServiceNow This course will introduce and explain the
Learning Portal benefits of the ServiceNow DevOps
application.
DevOps ServiceNow This course will explain the technical aspects

Implementation Learning Portal of DevOps and provide step-by-step
instructions on how to implement the DevOps
application in your ServiceNow environment.
DevOps Simulator ServiceNow The ServiceNow DevOps Micro Certification

Learning Portal exam is a Simulator assessment. It allows the
test taker to show their knowledge by reading
a scenario, doing the work to meet a set of
requirements based on the scenario, and
verifying their work is done correctly
Continuous Integration ServiceNow After successfully completing this course, you

and Continuous Learning Portal will have used the Continuous Integration and
Delivery (CI/CD) Continuous Delivery (CI/CD) APIs, wrapped
Fundamentals via ServiceNow CI/CD GitHub Actions to
create CI/CD pipelines that automate the
validation and deployment of your
applications based on Source Control
branching mechanics.
DevOps: A View from ServiceNow Read this 2021 ebook from Enterprise
the Enterprise Website Management Associates to gain insights into
what's driving DevOps today and maturity
trends across large and mid-size enterprises,
as well as the importance of change
management and value stream
management in DevOps success.
DevOps Overview Youtube Overview of the ServiceNow DevOps

application for managing and streamlining
the software development process.
DevOps Podcast Series Youtube
TechTalk - Youtube The demo shows how you can deploy

Infrastructure as Code infrastructure and application through the
in ServiceNow DevOps Pipeline with automated governance from
the ServiceNow Platform using DevOPs,
Sweagle, ITOM, ITSM, CMP and GRC
Demo - ServiceNow Youtube Site Reliability Operations application

Site Reliability simplifies service registration, health
Operations monitoring and incident response for DevOps
and SRE teams running modern operations.
TechNow Ep 74 | Youtube Simplify and speed up your ServiceNow

Automate your CI/CD development pipeline. Join our special
ServiceNow CI/CD guest presenter, Chris Faulkner from
pipeline ServiceNow, as he shows you how you can
automate your ServiceNow deployment
pipeline using the Now Platform CI/CD tools in
the Orlando release. Integrate with existing
tools like Jenkins using the scripted REST APIs
or use the IntegrationHub spoke to trigger
actions on source control, Automated Test
Framework, the App Repo, Health Scan, and
more.
TechNow Ep 87 | Youtube Your most valued time is in creating solutions,

Exploring ServiceNow not administrative tasks like promoting and
DevOps validating changes. Since the Now Platform is
all about automation, why not automate your
deployment process? Learn how you can
save time, gain control, and deploy your
changes into production faster.
Delight your DevOps Youtube Join ServiceNow expert, Eric Ledyard, Sr.
teams by accelerating Technical Product Marketing Manager, and
change ServiceNow Partner, Tameem Hourani, from
RapDev as they discuss how DevOps teams
can reduce the internal friction that slows
effective change management.
Setting up your first Youtube:

CI/CD pipeline with… • GitHub
Actions
• GitLab
• Jenkins
• Azure Pipelines
Creating a DevOps Youtube This session details how security for IoT devices
pipeline for IoT can be improved using ServiceNow to build a
applications using DevOps pipeline for automated patch
ServiceNow deployment. Join us to learn how the Now
Platform feature IntegrationHub can be used
to develop an IoT application in a browser,
sync the changes to Git, automatic code
scanning, test execution, and also over the air
(OTA) deployment of the updated code to
IoT devices.
Using DevOps to Youtube Have you ever wished for a truly automated
automate build build pipeline for ServiceNow, with one-click
pipelines for deployments and automated test
ServiceNow verification? Come to this session to see how
applications more than 300 of Accenture's internal
ServiceNow developers use agile DevOps
tooling to implement a much simpler
deployment experience. Hear about the
pains and journey to using real CI/CD tools
and testing frameworks for ServiceNow
application development.
Automate Change ServiceNow This lab will simulate the collection of data
Management with Developer Portal from an existing CI/CD pipeline through a
Enterprise DevOps pipeline execution simulator that provides
(K20) random code commits, work items from agile
planning tools and pipeline executions from
Jenkins. In the ServiceNow DevOps product
real integrations are utilized to collect real-
time data from these tools.
Breaking the Change ServiceNow ServiceNow is allowing DevOps to be agile

Management Barrier Developer Portal and intelligently automate change
with Automation (K20) management workflows. The Now Platform is
built for complete workflow processes and
views across IT with the common goal of
integration to development tools. In this lab,
see how we're integrating change with
DevOps using out-of-the-box REST APIs,
accelerating change by automating
approvals based on risk thresholds, and
enabling better governance with a clear
audit trail.
Setting up a pipeline ServiceNow In this lab session, attendees will learn how to
using CI/CD APIs (K21) Developer Portal use GitHub Actions wrapping the CI/CD APIs
to set up pipelines that validate changes,
ServiceNow merge feature branches into master
Learning Portal branches, and ultimately deploy them into
production.
How to Automate ServiceNow In this lab you will simulate the collection of
Change Management Learning Portal data from an existing toolchain through a
with ServiceNow pipeline execution simulator that provides
DevOps (K21) random code commits, work items from agile
planning tools, and CI/CD pipeline executions
from Jenkins. In the ServiceNow DevOps
product, out-of-box integrations are utilized to
collect real-time data from these tools.
Financial Services Operations (FSO)
ServiceNow Financial Services Operations enables financial services institutions (FSIs) to securely
automate core operational processes through pre-built digital applications and workflows. FSO
connects operations across all departments - front, middle, and back-office - for financial
institutions with one platform.

Website pages.

Portal

Community
Portal

Portal
Demonstrating ServiceNow ServiceNow Financial Services Operations digitizes

ServiceNow Learning Portal core processes across financial institutions on a
Financial Services single platform – which helps to deliver great
Operations customer and employee experiences, build
resilient operations, and unlock productivity for
those institutions. This training module provides
demonstration videos for four key offerings within
ServiceNow FSO.
How to Configure, ServiceNow This module was created to provide you with the
Implement and Learning Portal technical direction you need to configure,
Deliver ServiceNow implement and deliver ServiceNow's Financial
Financial Services Services Operations offering.
Operations (FSO) -
Quebec Release
Streamline Your ServiceNow Achieve end-to-end digital transformation of your

Bank's Core Learning Portal core bank, credit union, or lending processes. Join
Operations with us to learn how Financial Services Operations,
ServiceNow FSO ServiceNow's first purpose-built Industry product,
(K21) takes the power of our platform to the next level
by combining Customer Workflows and Creator
Workflows with out of the box financial services
data model and pre-built applications and
workflows. It empowers admins to become true
business partners by helping you drive faster
digitization across your firm using standard best
practices and help combine the front-middle-
back office of banks, credit unions, or lenders.
ServiceNow’s Youtube Introducing the ServiceNow Financial Services

Financial Services Operations solution.
Operations solution
The Future of Youtube Introducing the ServiceNow Financial Services

Payment operations Operations solution.
in the Finance
Industry
ServiceNow Youtube Live Demo

Financial Service
Operations
Building the Future: ServiceNow During a recent webinar sponsored by ServiceNow

Connecting Website and hosted by American Banker, Keith Pearson
Financial Services and Darren Murby shared their insights about why
Operations Front to operational resiliency is imperative for financial
Back services organizations and how organizations can
embed operational resiliency into their culture,
technology, and processes for competitive
advantage. Read the webinar recap and find out
how to connect financial services front to back for
greater resilience.
Telecommunications
ServiceNow Telecommunications connects the customer to the network with end-to-end
visibility. It consists of Telecommunications Service Management, Order Management for
Telecommunications, and Telecommunications Service Operations Management.

Learning Path of a ServiceNow Learning Start your journey as an Accredited Pre-

Pre-Sales Expert Portal Sales Expert
Learning Path of a ServiceNow Learning Start your journey as an Accredited Sales

Sales Expert Portal Expert
Introduction to ServiceNow Learning This course introduces key functions and

ServiceNow Portal capabilities of ServiceNow
Telecommunications telecommunication applications, which
makes workflow better across the value
chain by connecting service delivery,
customer care, and operations workflows
on one platform.
Telecommunications Service Management

ServiceNow Telecommunications Service Management connects your entire telecom
operation, from the network to the customer, with one platform to deliver proactive care and
maximize the availability and quality of service.

information pages.


Community Portal
Order Management for Telecommunications
Order Management for Telecommunications empowers service providers to reduce operational
costs and increase customer satisfaction. Working together, Order Management for
Telecommunications and ServiceNow Field Service Management can connect field service
agents with service fulfillment teams to speed order delivery and resolution of issues.

Get Started with TSM ServiceNow Learning Hands-on lab session covering how Order
and Order Portal Management for Telecommunications
Management for transforms order management from being
Telecommunications an inherently fragmented and complex
(K21) process into a streamlined, automated
workflow that orchestrates all the systems
and tasks involved.
Telecommunications Network Performance Management

Telecommunications Network Performance Management offers two features: Event
Management and Operational Intelligence.

information pages.


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© 2020 ServiceNow, Inc. All rights reserved.

© 2020 ServiceNow, Inc. All rights reserved.

© 2020 ServiceNow, Inc. All rights reserved.

© 2020 ServiceNow, Inc. All rights reserved.

© 2020 ServiceNow, Inc. All rights reserved.

© 2020 ServiceNow, Inc. All rights reserved.

© 2020 ServiceNow, Inc. All rights reserved.

© 2020 ServiceNow, Inc. All rights reserved.

What Where to find Description

What is Youtube Introduces the ServiceNow platform to new users.

What is Youtube Michael Lombardo, CEO of GlideFast Consulting

Platform Youtube Provides a technical overview of the ServiceNow

ServiceNow Youtube Two valuable video series to get a quick overview

© 2020 ServiceNow, Inc. All rights reserved.

What / Where to find Description

ServiceNow WebSite: Listen to ServiceNow on‑demand webinars at any time.

ServiceNow WebSite: The ServiceNow Customer Success Center provides

ServiceNow Experiences Explore these interactive examples of how customers are

© 2020 ServiceNow, Inc. All rights reserved.

ServiceNow Documentation All the product documentation for the ServiceNow

© 2020 ServiceNow, Inc. All rights reserved.

ServiceNow Share Share is a dedicated section of the Developer Site for

ServiceNow Podcasts ServiceNow Podcast Program hosted by various

Youtube Channels Follow or subscribe to all the ServiceNow channels on

Slack Developer Community Get an invitation over http://snowslack.herokuapp.com/

© 2020 ServiceNow, Inc. All rights reserved.

Blogs & Articles

Configurations vs. Customizations

What Where to find Description

Instance ServiceNow Important aspects of Customizations given by

© 2020 ServiceNow, Inc. All rights reserved.

“Business-smart” Youtube This video provides an overview of how to balance

ServiceNow ServiceNow Article by pierrondi:

Customization - a ServiceNow Article by Dhruv Gupta:

Configuration vs. Youtube Customization — the most dreaded word on the

© 2020 ServiceNow, Inc. All rights reserved.

What Where to find Description

Achieve business ServiceNow ServiceNow’s Best Practice Center of Excellence,

ServiceNow ServiceNow To properly support current and future service

Establish ServiceNow Youtube This video provides an overview of how to establish

© 2020 ServiceNow, Inc. All rights reserved.

Build organizational ServiceNow This Success Playbook provides effective methods

Stand up a ServiceNow This Success Playbook will guide you in developing

© 2020 ServiceNow, Inc. All rights reserved.

Stand up a Youtube This video provides an overview of how to stand up

Developing a center Youtube Discover how governance and the Center of

Managing Now Youtube This video provides an overview of the ServiceNow-

© 2020 ServiceNow, Inc. All rights reserved.

© 2020 ServiceNow, Inc. All rights reserved.

Rome (2021) ***

What Where to find Description

Release Notes ServiceNow Entry point to the official release notes

Removed features ServiceNow Cumulative release notes summary on features

Fact Sheet ServiceNow

Collected Links of ServiceNow

Developer ServiceNow This post is being continually updated with links

© 2020 ServiceNow, Inc. All rights reserved.

TechNow Ep 88 | Youtube The Rome release is coming! This is your chance

Preview Trainings ServiceNow Learning Portal

Delta Trainings ServiceNow Learning Portal

© 2020 ServiceNow, Inc. All rights reserved.

What Where to find Description