Service Now Knowledge Sources

Knowledge Sources
Release: Paris
Author: Maik Skoddow
Updated: February 2021
© 2020 ServiceNow, Inc. All rights reserved.
ServiceNow and the Service Now logo are tra demarks of Serv iceNo w, Inc. All other brand and product names are trademar ks or re gistere d trademark s of their respectiv e holders. 1
Contents
About this Document ...........................................................................................................6
Introduction .........................................................................................................................8
Overview / Fundamentals .................................................................................................8
Locations / Ressources ......................................................................................................9
Establishing and Running a ServiceNow Platform.............................................................. 13
Platform Administration ...................................................................................................... 17
Overview / Fundamentals ............................................................................................... 17
Basic Configurations & Maintainance .............................................................................. 17
Upgrading & Patching .................................................................................................... 19
Transferring Data............................................................................................................. 22
Performance .................................................................................................................. 25
Security .......................................................................................................................... 26
Domain Separation......................................................................................................... 28
Platform Capabilities .......................................................................................................... 30
Advanced Work Assignment ........................................................................................... 31
Agent Workspace........................................................................................................... 32
Automated Test Framework (ATF) .................................................................................... 34
Common Service Data Model (CSDM) ............................................................................ 36
Configuration Management Database (CMDB)............................................................... 38
Overview / Fundamentals ............................................................................................ 39
CMDB Health............................................................................................................... 42
IntegrationHub ETL ....................................................................................................... 43
Query Builder............................................................................................................... 44
Dashboards.................................................................................................................... 44
Flow Designer & IntegrationHub....................................................................................... 45
Flow Designer .............................................................................................................. 46
Flow Designer vs. Workflows.......................................................................................... 47
IntegrationHub ............................................................................................................ 47
Guided Tours .................................................................................................................. 51
Knowledge Management............................................................................................... 52
MID Server ...................................................................................................................... 55
Mobile Applications ........................................................................................................ 57
Implementation ........................................................................................................... 61
Performance Analytics (PA)............................................................................................. 63
Platform Applications...................................................................................................... 69
Predictive Intelligence (PI) ............................................................................................... 73
Process Automation Designer (PAD) ................................................................................ 75
Reporting ....................................................................................................................... 76
Service Catalog & Request Management ....................................................................... 79
Service Portal.................................................................................................................. 81
Development .............................................................................................................. 83
Surveys ........................................................................................................................... 88
Virtual Agent .................................................................................................................. 88
Visual Task Boards ........................................................................................................... 91
Workflows ....................................................................................................................... 91
Workflows vs. Flow Designer.......................................................................................... 92
Low-/Pro-Code Development............................................................................................. 93
Configurations vs. Customizations.................................................................................... 93
Visual Source Code ........................................................................................................ 95
Development ................................................................................................................. 96
JavaScript ................................................................................................................... 96
Jelly............................................................................................................................. 96
Server-side Scripting ..................................................................................................... 97
Client-side Scripting ..................................................................................................... 98
Scripted REST APIs ........................................................................................................ 99
Custom Workspaces .................................................................................................. 100
Now UI Experience Framework ................................................................................... 100
Customer Service Management (CSM) ............................................................................. 102
Overview / Fundamentals ............................................................................................. 102
Communities ................................................................................................................ 105
IT Service Management (ITSM) .......................................................................................... 107
Service Level Management .......................................................................................... 109
Incident Management.................................................................................................. 109
Problem Management.................................................................................................. 111
Change Management.................................................................................................. 112
IT Business Management (ITBM)......................................................................................... 114
Agile Development....................................................................................................... 116
Application Portfolio Management (APM) ..................................................................... 118
Investment Funding....................................................................................................... 120
Project Portfolio Management (PPM)............................................................................. 121
Overview / Fundamentals .......................................................................................... 121
Portfolio Management............................................................................................... 123
Demand Management.............................................................................................. 124
Innovation Management ........................................................................................... 125
Ressource Management............................................................................................ 126
Test Management......................................................................................................... 128
IT Operations Management (ITOM) ................................................................................... 129
Monitoring .................................................................................................................... 130
Cloud Management & Cloud Insights ............................................................................ 137
Discovery...................................................................................................................... 130
Certificate Inventory and Management ........................................................................ 134
Service Mapping .......................................................................................................... 132
Event Management...................................................................................................... 134
IT Asset Management (ITAM) ............................................................................................ 141
Hardware Asset Management (HAM) ............................................................................ 141
Software Asset Management (SAM) .............................................................................. 143
Security Operations.......................................................................................................... 146
Vulnerability Response (VR) ........................................................................................... 147
Security Incident Response (SIR) .................................................................................... 149
HR Service Delivery (HRSD)................................................................................................ 151
Employee Service Center .............................................................................................. 153
Governance, Risk & Compliance (GRC) ........................................................................... 155
Audit Management ...................................................................................................... 157
Policy & Compliance Management .............................................................................. 158
Integrated Risk Management (IRM) ............................................................................... 160
Vendor Risk Management (VRM)................................................................................... 162
Business Continuity Management (BCM)........................................................................ 164
Field Service Management (FSM)...................................................................................... 168
DevOps ........................................................................................................................... 170
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 NowLearning courses you will find the following two icons, which indicate
a special aspect:
• An icon indicates that the course offers a pre-configured and personalized ServiceNow
instance. But take care: After enrolling that instance will be available for only two weeks!
After that time ServiceNow will terminate the course instance without a chance of getting it
back.
• The 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.
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 ServiceNow Youtube Introduces the ServiceNow platform to new users.

and How Can It Explains essential concepts such as cloud-based,
Help Me Do My platform as a service, instance, integrated
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 Very valuable video series to get a quick overview

Foundations of what ServiceNow is and what it can do for its
customers.
Get Started with the ServiceNow Close follow-up to the previous YouTube series with
Now Platform Learning partly more detailed insights into individual topics.
Portal
ServiceNow Basics ServiceNow In this module, you will learn the basics of the
Developer ServiceNow user interface which includes UI
Portal components, navigation, lists, and forms.
Locations / Ressources
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 studies,
Ressource Center webinars, videos and more.
ServiceNow Support Portal Use the search field to search multiple resources like product
documentation, knowledge base, community, 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 The Community It’s an interactive space for customers,

Portal 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 The Developer Portal supports the efforts and growth of the
Portal 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 All the product documentation for the ServiceNow platform

Documentation Portal 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 Now Create provides a prescriptive methodology, leading

Portal 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 Written with heart by the developer program team.

Blog
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 Get an invitation over http://snowslack.herokuapp.com/

Community
Blogs & Articles

• ServiceNow Elite
• snhackery
• SN Pro Tips
• jace.pro
• serviceportal.io
• 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
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.
Quebec (2021)
Release Notes ServiceNow Entry point to the official release notes

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

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

ServiceNow Blog
Developers
Building a Portal Youtube On this episode, join Andrew, Brad, and

with UI Builder in guest Maria Gabriela as we work on Quebec
Quebec UI Builder! We will craft a page for our
artifact program.
Paris (2020)
Release Notes ServiceNow Entry point to the official release notes

Documentation documentation.
Portal
Fact Sheet ServiceNow

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
Preview Trainings ServiceNow Learning Portal:

• Highlights
• Now Platform
• Upgrade Center / ATF
• Service Provider
• 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)
• Governance, Risk, Compliance (GRC)
• HR Service Delivery (HRSD)
• CMDB
Delta Trainings for Pre- ServiceNow Learning Portal:

Sales • CMDB and CSDM
• Now Intelligence
• Mobile
• Service Provider
• IT Service Management (ITSM)
• IT Operations Management (ITOM)
• IT Business Management (ITBM)
• IT Asset Management (ITAM)
• HR Service Delivery (HRSD)
• Security Operations (SecOps)
• Governance, Risk and Compliance (GRC)
• Customer Service Managment (CSM)
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.
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

development on the
Now Platform
Build a ServiceNow Youtube

platform team
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.
“Business-smart” Youtube
customization
Implementing Youtube
integrations with
ServiceNow
Platform Administration
This chapter summarizes all administrational topics related to the operation of a ServiceNow
platform.
ServiceNow ServiceNow In this module, you will learn to:

Basics Developer • Obtain and log into a Personal Developer Instance
Portal (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 you
Portal 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
General
Configuring your Youtube Provides an overview on how to setup your instance,

instance with using guided setup.
guided setup
TechNow Ep 70 | Youtube As your organization grows, it's common that you will
Translating your 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 powerful capabilities for businesses to present users
Portal 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 the

Fundamentals Learning ServiceNow instance to a user's language, culture or
Portal location. Localization settings in ServiceNow control
translation, currency and locale settings, like date and
time in the instance.
Branding ServiceNow Learn about how to apply specific branding to the

Overview Learning Now Platform. Branding the Now Platform creates a
Portal 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.
Advanced
How can I see ServiceNow Article by ServiceNowPerformanceGTS:

statistics Community
“The Paris release now supports viewing metrics for all
(xmlstats.do & Portal
nodes in one place and this article describes how to
stats.do) for all my
configure it.”
nodes?
Logs and Queues ServiceNow Reviewing queues and logs during development can
Best Practices Developer help identify any issues that may not be immediately
Portal 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.
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.
General
Upgrade ServiceNow ServiceNow is committed to making the upgrade

Foundations Learning Portal process as simple and as frictionless as possible for
customers. ServiceNow offers in-platform
capabilities and tools, expert help, and programs
to help customers simplify upgrades, mitigate risk,
and achieve value faster.
Patching and Youtube Overview of the Patching and Upgrade

Upgrades fundamentals on the Now Platform.
Fundamentals
Fact Sheet "How ServiceNow ServiceNow HealthScan is a system for evaluating

does HealthScan WebSite the configuration and customization of
help me manage ServiceNow instances. HealthScan delivers both
my instance insights into the health of the Now Platform as well
health?" as guidance in key areas related to
upgradeability, manageability, user experience,
performance, and security.
Patching
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.
Upgrading
Upgrade Center ServiceNow Entry point to the official product documentation.

Documentation
Portal
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.
Transferring Data
TechNow Ep 71 | Youtube Common questions often asked by Developers

Move It! Getting Data and Architects "Where's the missing update?",
and Code Moved "Why can't my user see what they should?",
with Ease "What order do these 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
Product ServiceNow Entry point to the official product

Documentation Documentation documentation.
Portal
Getting started with Youtube Explains how to set up instance data replication
Instance Data between multiple instances on the ServiceNow
Replication platform.
Instance Data Youtube Get an early look at Instance Data Replication

Replication: coming in the New York release. Instance Data
Managing data Replication gives administrators the ability to
across multiple define and sync data across 2+ ServiceNow
ServiceNow instances 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.
TechNow Ep 82 | Youtube Join us for this webinar to find out how fast and
Exchange data easy it is to configure a ServiceNow-to-
between ServiceNow ServiceNow data integration with Instance Data
instances with IDR 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?
Cloning

Portal
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.
Move configurations/customizations to other ServiceNow instances via Update Sets

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 Technical ServiceNow Covered in this guide:

Best Practices Developer • Update Set Application Order
Portal • Additional Data Migration
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.
Transfer data between ServiceNow instances

Portal
XML Data Transfer ServiceNow To occasionally migrate data from one instance
Technical Best Developer to another, you can export the XML data from
Practices Portal 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.
Import data from external sources

Portal
Importing Data into ServiceNow In this module you will practice importing legacy
ServiceNow Developer records for the NeedIt application. The import
Portal 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.
Learn Integrations on Youtube This video series guides you through many of the
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.
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.
Product Documentation ServiceNow Entry point to the official product

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
administration to give you the most value
• Review your log data for errors and
warnings
• Maintain your tables for peak performance
Instance Performance ServiceNow Article by ServiceNowPerformanceGTS:

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

Improving Slow OR and Community
“This document will discuss various methods to
JOIN Queries Portal
solve two problems. The first problem is when
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.”
How to identify network ServiceNow This article can be referenced to identify trends
latency indications Support Portal indicating slow performance due to network
leading to slow end- overhead/latency.
user performance
experiences
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.
Pre-Sales Core ServiceNow This course takes you through the following
Security Learning Portal topics: Edge Encryption; OAuth; Authentication;
and, Authorization.
Secure Instance ServiceNow The ServiceNow infrastructure and platform are

Best Practices Learning Portal intentionally built and operated with high levels
Guide 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.
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
its Cloud how 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 Developer Portal application against access by unauthorized
Against users: application, modules, access control, and
Unauthorized Users scripts. You will test and debug the security you
implement.
Demystifying ServiceNow Access controls can seem very intimidating

Access Controls Support Portal when you are trying to configure your instance
security rules. This article is intended to help
understanding and eventually mastering the
ACLs usage.
Edge Encryption
Product Information ServiceNow Entry point to the official product information

Website pages.

Portal
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 Learning Portal most powerful data encryption products, Edge
Encryption to Encryption and Column-level encryption,
Secure Your available for the Now Platform. Understand what
Sensitive Data 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

Proxy Installation Learning Portal technical consultants and architects who have
and Configuration had prior 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
Domain Separation Youtube Explains what domain separation is, discusses

Overview its benefits and alternative approaches, and
provides implementation resources for service
providers.
Understanding Youtube It's a big decision, but an important one, if

Domain Separation your organization needs to separate data,
in ServiceNow processes, 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 HI There are some tables/applications that

Separating 'Non Out Portal should never be Domain separated, while
of the Box Domain some other tables/applications where just
separated' Tables adding the 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 HI
Domain Separation - Portal
Basics
Domain Separation - ServiceNow HI

Advanced 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

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

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

Website pages.
Product ServiceNow Entry point to the official product documentation.

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

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

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

Sales Expert for the Learning Portal
Now Platform
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 reference ServiceNow The Now Platform Reference Guide provides a

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
Ask the Expert: Youtube In this session, we will introduce you to the latest in
CSM Advanced our ServiceNow platform innovations for routing
Work Assignment and 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.
Advanced Work ServiceNow Attend this course to learn how AWA

Assignment Learning Portal automatically routes and assigns work to agents.
AWA works to improve performance of service
organizations, improve customer satisfaction, and
employee satisfaction. This course covers AWA
fundamentals and implementation.
Resolve Customer ServiceNow Attend this lab to learn how using AWA in
Issues Faster with Learning Portal Customer Service Management can simplify
Advanced Work assignments to resolve customer problems faster.
Assignment and
Agent Workspace
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 Topic ServiceNow Ask your questions and get helped.

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 knowledge
Problem 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 In this path, students will learn about the
Fundamentals and Learning Portal application features and how to use them, the
Implementation components of Agent Workspace and how to
configure them. Attendees will also learn about
other ServiceNow applications that integrate
with Agent Workspace, providing additional
functionality that help agents perform their
duties.
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.
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 The concepts described in this guide are to be

Now Create used as a baseline for successful Agile & Test
Portal Management. The guide is aligned with the ‘out
of the box’ functionality provided in the
ServiceNow Platform and the Agile & Test
Management Modules
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.
Accelerate ServiceNow Integrate Automated Test Framework (ATF) into

Application Learning Portal your development process to catch regressions
Development with faster and deliver more in terms of quantity as well
Automated Test as quality. In this lab, we will use a custom app,
Framework create ATF tests for the app and catch regressions
using these tests when we make any changes. We
will also make customizations to OOTB apps and
see how to use ServiceNow provided Quick Start
Tests to test these changes. Learn how ATF helps
you to develop and release at a higher velocity
and with better quality, improving customer
satisfaction and reducing delivery cost.
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 35 | Youtube Reduce the time it takes to upgrade! The Istanbul

Automated Test release introduces an Automated Test Framework
Framework included in the ServiceNow platform. In this session
we explore how test cases, test definitions and test
suites are organized; how to execute them and
what tests are included pre-built with the
framework. We also explore how to code your
own tests as well and show the abilities and
limitations of using the ATF to improve quality of
delivered applications.
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
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

Create Portal
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
CSDM 3.0 Best Youtube

practices
Drive Real Value ServiceNow What is a service? How should my CMDB be

with Common Learning Portal modeled to support APM, incident, change,
Service Data Model service portfolio, ITOM, and ITSM? Answer these
and CMDB 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.
Breaking Down the Youtube In this webinar, we'll discuss the different areas of
Common Service the Common Service Data Model. We'll help you
Data Model better understand what makes up the CSDM,
translate CSDM language into common terms,
and ensure the right data is in the correct place.
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.
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.
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 with
ServiceNow chat Website functions that can be used simultaneously.
features and their
uses?
Connect Chat

Portal
Connect Chat - Youtube This video shows the complete the functionality
Complete Demo for of 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 setup,
Chat 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.
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
Process Guide ServiceNow Now This process guide will provide a detailed
Create Portal explanation on how the configuration
management process is enabled within the
ServiceNow platform. It is intended that this
process will be followed as closely as possible
regardless of the level of maturity of the
customer.
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?
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
into the CMDB from a third-party source into your CMDB.
Use IntegrationHub ETL ServiceNow IntegrationHub ETL is a new UI tool to that

to Import Data Learning Portal enables customers to import data fast and
easy. Use this Knowledge 2020 lab session to
learn what the tool has to offer and how to
use it.
Robust Transform Youtube Showing a quick tour on how to use the new
Engine & Extract functionality in ServiceNow's Orlando
Transform Load in Release. The Robust Transform Engine (RTE) &
ServiceNow Extract Transform 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.
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 Learning Portal Query Builder and the key use cases it tackles.
Query Builder Students will learn basic query design, multi-level
connectors, and joining non-CMDB tables with
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 it
Query Builder with 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

Dashboards with Learning Portal meaningful story and leave the audience with a
Reporting clear idea of actions they should take. This lab is
all about building and sharing those stories
through ServiceNow dashboards. In this lab, we
discuss how to set up an 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.
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.
What Where to Description

find
Make Work Flow.... with Youtube Create end-to-end digital workflows on the Now
Flow Designer and Platform integrated with any external apps or
IntegrationHub platforms. Automate manual, unstructured processes
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.
find
Automation and Youtube Automation and Integration on the NowPlatform with

Integration on the IntegrationHub and Flow Designer.
NowPlatform with
IntegrationHub and
Flow Designer.
Flow Designer
Product ServiceNow Entry point to the official product information

Information Website pages.

Portal
Using Flow ServiceNow In this course, you will use Flow Designer to make
Designer and Developer Portal your application complete actions as part of an
develop for it 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 the
an Existing Flow Flow Designer and testing a flow.
Flow Designer Youtube This session takes you through the basics you need
Basics to get comfortable building business logic using
Flow Designer.
Flow Designer ServiceNow Attend Flow Designer Fundamentals to learn basic

Fundamentals Learning Portal concepts.
Flow Designer Youtube: Come join us with Steven Bell, Community MVP
basics in the New Part 1 with Accenture to demonstrate Flow Designer vs.
York Release Part 2 Workflows, constructing a basic flow, executing
Part 3 the flow from code, the baseline Actions, what
Part 4 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- discoverability and re-use out of your common
Usable 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.
Flow Designer vs. Workflows

find
Success Meetup: Youtube Success Meetup: Community MVP Steven Bell -

Flow Designer vs. Implementing Flow Designer vs. Workflows. Is there parity?
Workflows What are the differences?
Answering the Youtube What’s a Flow Designer? Are we going to have to convert
Age-Old Question: all of our workflows? Can Flow Designer do all the things
Flow Designer or that Workflow Editor did? Is Flow Designer better? If you
Workflow Editor? 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

Website pages.

Portal
IntegrationHub – Youtube Digital workflows drive digital transformation.

natively integrate With IntegrationHub in Flow Designer you can
ServiceNow with create end-to-end digital workflows and
anything automate processes 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

ServiceNow an 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, Flow Learning Portal IntegrationHub to bridge the gap between
Designer, and Orchestration, Flow Designer, and Integration
IntegrationHub Hub.
Building your first ServiceNow Flow Designer and IntegrationHub come with a
Spoke Learning Portal series of out-of-box collections of actions called
"Spokes", 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 WhatsApp ServiceNow In this session you will learn how to build code-
IntegrationHub Learning Portal less, reusable spoke for WhatsApp integration.
spoke and publish it The main advantage of bringing WhatsApp
to store integration spoke is that you can communicate
with your customers via their favorite messaging
app. You will also learn 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,

Extend Chuck Tomasi - Sr. TPMM, and Stacey Bailey –
IntegrationHub with Principal Curriculum Developer, for a lesson in
Custom Spokes building custom spokes to go beyond the
standard ServiceNow 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 CI/CD presenter, Chris Faulkner from ServiceNow, as he
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

Automate your and IntegrationHub features that were added
ServiceNow CI/CD in Madrid, New York, and Orlando. Our special
pipeline guest Michael Slabodnick explains and
demonstrates what's new to help you be more
productive creating digital workflows.
Developing a Flow Youtube Provides an overview of the process for

Designer Spoke with developing a Flow Designer spoke and setting
an ATF Test up an Automated Test Framework (ATF) test
concurrently to automatically test its
functionality
IntegrationHub and Youtube On this live coding episode, the band is all back
Auth features together: Dave Slusher, Josh Nerius, Chuck
Tomasi 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 Portal debug IntegrationHub actions that interact with
REST APIs.
Use the Youtube Identify structured data from a JSON payload

IntegrationHub JSON without having to write a script. Map incoming
Parser JSON 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.
Automate ServiceNow Leverage Orlando platform capabilities for

ServiceNow CI/CD Learning Portal automating ServiceNow development between
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 Stream ServiceNow In this lab, you will learn how to build a Data
Action to load large Learning Portal Stream action and use it to load a large dataset
datasets into into the platform. The action will also be
ServiceNow configured to split and parse records from the
retrieved data and transform them into a
stream of Objects. Finally, we 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.
Integration Hub in Youtube Sheikh Kamarah of GlideFast Consulting gives

ServiceNow an overview and demonstration of
IntegrationHub in ServiceNow.
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
Tours to perform tasks in ServiceNow applications.
TechNow Ep 53 | Youtube Cut down on your training material and give

How to Get Started users a great experience with Guided Tour
with the Guided Tour Designer. Guided Tours give the user step-by-
Designer step, click-by-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.
Train Users at Scale ServiceNow Preparing end user documentation and training
with Guided Tour Learning Portal materials for new software can be time
Designer consuming, especially when you rely on in
person meetings and paper materials. With
ServiceNow's Guided Tour Designer, you can
easily create step 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.
Product Information ServiceNow Entry point to the official product

Website information pages.

Portal

Community
Portal
Process Guide ServiceNow Now This process guide will provide a

Create Portal detailed explanation on how the
knowledge management process is
enabled within the Now Platform. It is
intended that this process be followed
as closely as possible regardless of the
level of maturity of the customer.
ServiceNow encourages simple, lean
ITSM processes and that is reflected in
the out-of-the-box design. Customers
may add additional functionality to
that offered however this should only
be in scenarios where there is a
required business outcome gained
that could not be achieved using an
out-of-the-box method. Following this
approach should also ease customer
upgrade paths and the ability to
expand their use of the platform.
Knowledge Management Youtube The Knowledge Management

Demo 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.
How to use the Knowledge Youtube Demonstrates the knowledge base

Base from the end-user 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 Management ServiceNow Knowledge Management includes the

Overview Learning Portal maintenance of knowledge bases, the
creation of knowledge articles, and
the management of the security
measures that control access.
Knowledge bases provide value in a
variety of ways, including
dissemination of information,
instructions, and product
announcements. This course provides
instructions on how to use a
knowledge base and create
knowledge articles.
Knowledge ServiceNow These Knowledge Fundamentals

Management Fundamentals Learning Portal courses provide an overview of the
Knowledge Management process, 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 Management on ServiceNow This path is targeted to the process

the Now Platform Learning Portal user. The series of courses introduces
the Knowledge Management process
on the Now Platform and includes
each stage of the Knowledge
Management lifecycle: Draft, Review,
Publish, and Retire.
Knowledge Management ServiceNow The Knowledge Management

Implementation: Admin, Learning Portal Implementation eLearning series
Portals, and KCS provide system and knowledge
administrators key steps on setting up
and configuring the Knowledge
Management application and the
components within it. This course
leverages the Knowledge
Management Guided Setup and
discusses general knowledge
administration, configuring the
Knowledge Management Service
Portal, configuring Knowledge-
Centered Service (KCS) functionality,
and configuring translation
management.
Knowledge Management ServiceNow You can check out the FAQs on the
FAQs Community following aspects of Knowledge
Management to help use the
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
Versioning in Knowledge HI Service Portal The Article Versioning feature allows

Management FAQs knowledge contributors to create
multiple versions of a knowledge
article. They can create a new version
of 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: What's new in Youtube Join us to learn how you can leverage
Orlando for Knowledge knowledge capabilities in Agent
Management Workspace like article authoring,
translation, version compare and
more. We will present an exciting new
feature which helps 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.
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.

Portal
MID Server Overview Youtube Overview of the ServiceNow MID Server.
Setting Up a MID Server Youtube How to use the ITOM MID Server Guided Setup
to install a MID Server.
Mid Server Installation Youtube This video will show you how to do Mid Server
and Configuration Installation and Configuration.
Troubleshooting a MID Youtube How to troubleshoot MID Server issues.

Server
Best practices on ServiceNow To get started with setting up your MID Server,
setting up your MID Support Portal review the following resources in order. These
Server resources will provide step-by-step instructions
on how to set up a MID Server on a local
network resource.
Troubleshooting Guide ServiceNow

for MID Server Support Portal
TechNow Ep 60 | How Youtube Accessing resources from inside an

a MID server can help organization's physical or cloud firewall can
connect your data, be challenging. A Management,
apps and resources Instrumentation, and Discovery (MID) server
offers a direct, secure solution. It's a Java
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 the Youtube Let’s face it, the MID Server is one of the most
ServiceNow MID Server powerful yet underutilized features of
ServiceNow. 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 Now PowerShell activity to execute PowerShell
commands on MID server
How to upgrade a MID ServiceNow When an instance is upgraded, the MID Server
Server that does not Support Portal needs to upgrade itself to match and needs
have access to the to Download Upgrade Files from
AutoUpgrade install https://install.service-now.com/ and if it does
server on the Internet not have access, it fails to upgrade. The
automatic Test MID Server connectivity
feature will check for and notify you if the MID
Server can't.
Mobile Applications
ServiceNow has purpose-built applications 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
ServiceNow Mobile Youtube Provides an overview of ServiceNow

Apps Overview mobile apps available in the New York
release.
New Mobile App Youtube

Features in Orlando
Release
Mobile Branding Youtube Provides an overview of requesting a

custom branded mobile app for the
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.


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

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

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

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


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 ServiceNow 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
Management Documentation using the Field Service Management mobile
Portal application. 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.
Implementation

Website pages.
How to Start Creating Youtube Demonstrates how to start creating an

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

Implementation Guide Community
“Our updated Mobile Implementation Guide is a
Portal
great place to get started with ServiceNow
mobile apps. We will walk you through the process
of getting your company ready to implement
mobile and talk through all of the concepts
needed to configure a personalized mobile
experience for your organization including:
• Mobile workflow basics
• Modifying pre-existing mobile workflows
• Creating new mobile workflows using Mobile
Studio, Guided App Creator, and outside of
Studio (Now Platform UI)
• Optimizing your custom mobile workflows.”
Mobile Studio | Build a Youtube Demonstrates how to build an application in

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

Map App Studio 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
applet in a mobile mobile app.
app
Mobile Studio | Youtube Demonstrates how to create and configure a

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

Fundamentals mobile applications.
Mobile App Academy Youtube Series of monthly sessions about building mobile
applications with ServiceNow.
Mobile Development ServiceNow Attend this course to learn about the

Fundamentals Learning fundamentals of Mobile Development within
Portal ServiceNow for the Orlando release and beyond.
Create a mobile ServiceNow Deliver the consumer-like mobile experience to

experience for your Learning your enterprise apps without writing any code. In
application Portal this session you'll learn to use Mobile Developer
Studio to build a mobile application as an
extension to an existing ServiceNow app. Your
app will have access to geolocation, swipe
actions, and other apps all without writing a single
line of code!
Get Started with ServiceNow Attend this session to learn how to get started with
Mobile Studio Learning Mobile Studio by building a new app from scratch
Portal through Guided App Creator. We will cover the
basics of navigating Mobile Studio, the different
types of mobile configuration elements, and
important considerations to make before you get
started. After building your first applet, we will
build an application landing page and create a
brand-new form that collects user input.
Advanced Mobile ServiceNow This lab is for those who have the basics down and
Studio Learning are ready to develop advanced mobile
Portal experiences. Learn how to extend existing
performance analytics and platform reports on
mobile to allow end users to view and interact
with these KPIs and metrics on mobile. The newly
improved grouped list and how to configure an
advanced multi-segment list applet are also
covered.
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.
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
Process Guide ServiceNow Now This guide will provide a detailed explanation
Create Portal on how the Orchestration process is enabled
within the ServiceNow platform. It is intended
that this process be followed as closely as
possible regardless of the level of maturity of
the customer. ServiceNow encourages simple,
lean processes which are reflected in the out-
of-the-box design

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

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

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

Sales Expert for Learning Portal Expert
Performance
Analytics
Baseline and track ServiceNow This Success Playbook explains the effective
performance, usage Website methods and actions you should take to build
KPIs, and metrics a 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
Performance Community you started in implementing and maximizing
Analytics Performance Analytics and Reporting with
ServiceNow
First steps with ServiceNow Performance Analytics delivers real-time look

Performance Developer Portal at business performance. It provides visibility
Analytics and 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 Learning Portal Performance Analytics for Incident
Analytics Management to deliver a better
understanding of the concepts and value of
Performance Analytics. You'll learn how to
analyze performance results and uncover
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 Attend Performance Analytics Essentials to

Analytics Essentials Learning Portal learn 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 Simulator Learning Portal 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 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
Youtube
have 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

Performance on reporting is to go to Performance Analytics
Analytics with 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 Learning Portal analytics solution often takes organizations
Analytics Journey months or years, but it doesn't have to be so
hard. 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 Hierarchical ServiceNow Attend this lab for a deep dive into the best
Data in your Learning Portal practices for visualizing these hierarchical data
Dashboards with structures in your ServiceNow dashboards.
Performance You'll learn how to use the breakdown matrix,
Analytics roll up hierarchical scores with a script, embed
the 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 Learning Portal Performance Analytics and reporting
Analytics for administrators out there, and will focus on
Reporting Admins behind-the-scenes configuration tasks. In this
lab, you'll manage indicator sources, 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
Service Improvement Learning Portal use leading and lagging indicators with
with Performance Performance Analytics to build dashboards
Analytics tailored to each type of stakeholder, ensuring
all levels of the 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.
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 application ServiceNow This Success Playbook will teach you how to
development on the WebSite build your organization’s ability to realize
Now Platform value from 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
AppEngine ServiceNow To accelerate digital transformation,

Foundations Learning Portal businesses 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.
Professional Developer ServiceNow Learn how anyone can automate, extend,

Guide for the Now Developer Portal and build digital workflow apps across the
Platform enterprise with the Now Platform.
No-Code Apps for ServiceNow Cool book about creating amazing apps
dummies Website without real coding.
Build your first app with Youtube In this session we start you out with the basics
ServiceNow and explore some of the no-code
capabilities of the Now Platform to help
transform legacy spreadsheet processes in to
valuable applications. The great part for
experienced admins and developers is that
you can delegate this work to your line of
business process owners and other "builders".
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.
Building a Custom Youtube Watch Aaron Johnson, GlideFast ServiceNow

Application with Push Architect, build a custom application for
Notifications chore management with push notifications
No-Code Application ServiceNow Attend No-Code Application Development

Development Learning Portal to learn how ServiceNow No-Code
Developers can build great applications
without writing any code, to keep innovation
moving forward.
No-Code Guide for the ServiceNow This guide gives prescriptive guidance to
Now Platform Developer Portal citizen 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
Guided App Creator ServiceNow In this module, you will use Guided App
and ServiceNow Studio Developer Portal Creator to create a custom, scoped
application. After testing the application, you
will use ServiceNow Studio to enhance the
application.
TechNow Ep 73 | Build Youtube Kreg Steppe, Services Program Manager at

Apps Faster with Studio ServiceNow, leads you through everything
101 you 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.
Build a Scoped ServiceNow The Story Testing Scripts Scoped Application

Application for Story Learning Portal lab will guide users how to use studio IDE to
Testing Scripts build out a custom application that helps
create test scripts for stories. Developers are
often confused on what requirements are
needed by the quality assurance team for
testing. This will break down the test script
process into what users they should be
impersonating, the steps they should be
taking and more. This lab will go over what
should be included in a best practice test
script and how to build a scoped application
to record test scripts in ServiceNow instead of
in Excel or another system. This lab will touch
developers on studio, story best practices,
scoped applications, and process
improvement.
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 Applications ServiceNow In this course you will learn to secure

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

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

Developer Portal users with timely and convenient assistance,
drive application adoption, and avoid
support calls. Help your users love your apps.
Source Control ServiceNow In this module, you will link Studio to GitHub to
Developer Portal use source control for your application files.
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
Make machine learning ServiceNow Machine learning (ML) holds significant

simple with Predictive Website promise for IT service management and
Intelligence customer service management, particularly
for incident 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
Learning Path of a Pre- ServiceNow Start your journey as an Accredited Pre-Sales

Sales Expert for Platform Learning Portal Expert
Intelligence
Get Started with Artificial ServiceNow Attend Getting Started with Artificial
Intelligence Learning Portal Intelligence to learn the method of analyzing
data through Artificial Intelligence (AI) and
Machine Learning (ML) and how it provides
automation by empowering the ServiceNow
platform.
Predictive Intelligence ServiceNow Welcome to this overview of ServiceNow

Fundamentals and Learning Portal Predictive Intelligence (PI). In this course, you
Implementation will learn how the implementation of Machine
Learning (ML) is used to 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.
TechNow Ep 59 | Work Youtube Does your organization struggle with an ever-

smarter with machine increasing volume of tickets? Are your agents
learning-driven inundated with tickets that are categorized
automation and 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.
Predictive Intelligence ServiceNow

FAQ Support Portal
Process Automation Designer (PAD)

Process Automation Designer is a new application in Paris 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.


Portal
Process Automation ServiceNow

Designer Introduction Community
Portal
Elevate your process ServiceNow This session will give a quick demo of the
design by building Learning Portal interface and capabilities available in Paris
cross-enterprise as well as a short lab on how to setup your
workflows instance to display the playbook
components in your custom workspace and
how to add and configure activities in your
custom process.
TechNow Ep 80 | Youtube Arriving in the Now Platform Paris release,

Process Automation the new Process Automation Designer app
Designer/Playbook Part empowers process owners to author cross-
1 enterprise 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

Process Automation on how the new Playbook app makes it
Designer/Playbook Part easier than ever to visualize cross-enterprise
2 workflows. Playbook is a new in-platform
capability to visualize processes built with
Process Automation Designer and help
everyone be more effective.
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 Lab covers the essentials of gathering and
Reporting Learning Portal filtering your ServiceNow data to produce
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.
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.
Reporting Articles ServiceNow Link collection to Community Articles & Blogs by

& Blogs Community Thomas Davis
Portal
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.
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 Learning Portal knowledge you need to bring your reports to the
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.
Reporting for ServiceNow As a reporting administrator or guru, your

Administrators Learning Portal organization looks to you when they need to find
and Experts 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.
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.

(Service Catalog) Website pages.

(Request Website pages.
Management)

Portal
Create Portal explanation on how the service catalog and
request management process is enabled within
the ServiceNow platform. It is intended that this
process be followed as closely as possible.
ServiceNow encourages simple, lean ITSM
processes and that is reflected in the out-of-the-
box design. Additional functionality can be
incorporated into what is offered; however, this
should only be in scenarios where there is a
required business outcome gained that could
not be achieved using an out-of-the-box
method.
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
Request ServiceNow This path is targeted to the process user.

Management on Learning Portal Complete this series of courses to learn how to
the Now Platform use the Now Platform to fulfill requests for goods
and services. This course demonstrates process
user procedures performed on an out-of-the-box
configuration of the Now Platform.
Service Catalog Youtube Provides an overview of ServiceNow service

administration catalog administration.
overview
Creating Service Youtube Introduces creating categories in a ServiceNow

Catalog Categories Service Catalog.
Creating Service Youtube Provides an overview of catalog items in the

Catalog Items Service Catalog: what they are, and how to
create them and define variables for them.
Creating Service Youtube Provides an overview of record producers in the

Catalog Record Service Catalog: what they are, and how to
Producers create them and define variables and templates
for them.
Creating Service Youtube Introduces request fulfillment in Service Catalog,

Catalog Execution provides a comparison of execution plans versus
Plans and workflows, and demonstrates creating an
Workflows execution plan and a workflow.
Service Catalog: Youtube Shows how an order guide works from the self-
How to Set Up an service user perspective, and demonstrates how
Order Guide to create an order guide.
Tips and Tricks - Youtube GlideFast presents tips and tricks for Catalog
Catalog Items Items in ServiceNow.
Dynamic Approval Youtube In this video it is demonstrate that how we can

Configuration for customize the existing service catalog item
Catalog Items workflow and configure dynamic approval into
it. The procedure we can use for other
ServiceNow applications and modules.
Next-Level Service ServiceNow You will learn in this course how Service Catalog
Catalog with Learning Portal codelessly automates workflows and approvals
Dynamic Workflows to enable organizations to improve the customer
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 Portals configuration of the IT Service Portal.
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.
TechNow Ep 68 | Youtube When you think of developing apps on the

Deconstruct! Now Platform, your first thought may not be
Advanced Service an app to play the popular game show
Portal App Jeopardy. Chuck 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
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.
Debugging Tips Youtube Provides debugging tips for troubleshooting

Service Portal configuration issues.
Problems with Youtube In this episode, I discuss some of the issues

Making Public with 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
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 angularjs.org Entry point to the official product documentation.

homepage
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 ServiceNow In this course, you will use your existing AngularJS
with AngularJS Developer Portal 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.
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.
Product ServiceNow Entry point to the official product information pages.

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,

Fundamentals, Learning Portal Implementation, and Natural Language
Implementation, Understanding to learn how to use Virtual Agent to
and Natural design communications that help your users quickly
Language obtain information, make decisions, and perform
Understanding everyday work tasks like HR request, 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 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.
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.
Activate Chatbot ServiceNow What if you could add a customer service agent to
Conversations Learning Portal the team who is available 24X7 and handles
Easily to Handle multiple conversations at once? You can, with
Unexpected Virtual Agent in Customer Service Management
Customer Call Professional. This lab will show how easy it is to use
Volumes out-of box conversations as well as design new
ones to address common customer problems.
Deliver a great ServiceNow During this workshop you’ll learn how to design a
conversational Learning Portal virtual agent conversation that interacts with your
experience to customers, collects information from your
your customers infrastructure and deliver a great user experience.
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.

Documentation Documentation Portal documentation
Visual Task Boards Youtube Overview of ServiceNow Visual Tasks

Overview Boards in the New York release.
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 i nformation
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
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.
Low-/Pro-Code 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.
Configurations vs. Customizations
What are the best ServiceNow • What criteria should I use to determine whether
practices for Website to 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
Customization and Portal
type, it is important to understand the difference
Configuration
between configuration and customization as well
personalization in the right context.”
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.
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. 5 minute
Xplore videos to save you HOURS.
Visual Source 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 a full course about getting started with
Visual Studio Code.
VS Code Extension Youtube See the new ServiceNow VS Code

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

build on Now Platform Portal Knowledge 2020 to enable you to
increase your productivity using VS
Code.
FAQs ServiceNow Permanently updated list of questions

Community and answers concerning VS Code
Extension.
Development
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 Jelly Youtube: Learn to use basic Jelly scripting

Scripting Part 1 techniques in ServiceNow with senior
Part 2 technical consultants, Chuck Tomasi and
Part 3 Andrew Kincaid.
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.

Documentation documentation
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 Best ServiceNow Building strong functionality in ServiceNow

Practices Developer begins with writing high-quality code. Take
Portal steps 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.
Advanced Scoped ServiceNow Develop and use a Scoped Script Include

Development Learning Portal library! Learn best practices and benefits of
Techniques 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.
TechNow Ep 54 | Save Youtube Hunting down bugs can be a real time killer.
Time and Headaches Find out how you can develop complex
with ServiceNow's Script solutions faster using a scripting debugger in
Debugger this fun, informative webinar.
Debugging Best Youtube: Series of short videos on how to use the script
Practices Part 1 debugger
Part 2
Part 3
Part 4
A GlideRecord Survey – Youtube: Join us with Steven Bell MVP as he

Beginner Walkthrough Part 1 demonstrates constructing various
of GlideRecord Part 2 GlideRecord queries in ServiceNow. Starting
Part 3 simple and moving a to a bit more complex.
Part 4
Observations When Youtube In the previous sessions Steven Bell covered

Using GlideAggregate the 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!
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 Youtube Basic concepts and tips for client-side scripts.
with Client Scripts
Introduction to ServiceNow In this module, you will learn to write, test, and
Client-side Developer Portal debug Client Scripts and UI Policies. You will use
Scripting the GlideForm and GlideUser APIs.
Client Scripting ServiceNow Follow these best practices to ensure Client

Technical Best Developer Portal Scripts work efficiently.
Practices
Using the ServiceNow If you've ever run into trouble creating any client
Javascript Community side scripts in your ServiceNow instance (Client
Executor to test Scripts/UI Policies etc.) you may find the following
client scripts 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.
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.
Custom Workspaces

find
Live Coding Happy Youtube On this episode, we will create a new workspace for
Hour: Creating a our Artifact Manager app. We use artifact manager
workspace for a to coordinate content in the developer program
custom app across the blog, Youtube, and community.
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.

Portal
Now Experience ServiceNow Building blocks for creating a user interface on

Design System Developer Portal Now Platform. New components are being
library added with every release.
Getting Started with ServiceNow Now Experience is the new way to build and
Now Experience Developer Portal design amazing experiences your users will 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 with ServiceNow To familiarize our development community with

the Now Learning Portal the Now UI Experience Framework and provide
Experience UI foundational knowledge to build consumable
Framework components. The Now Experience UI Framework
enables you to build custom web components to
create a modern UI for your users.
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 through
Components the process of building, publishing, and
presenting a Now Experience component that
interacts with ServiceNow instance data.
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 This process guide will provide a detailed

Management Now Create explanation on how the case management
Process Guide Portal process is enabled in the Customer Service
Management application. We recommend that
you follow this process as closely as possible
regardless of maturity level. Only add additional
functionality if there’s a required business
outcome gained that you could not achieve
using an out-of-the-box method. Following this
approach will make upgrades, as well as
expanding your use of the platform, simpler.
Customer Service ServiceNow This process guide will provide a detailed

Portal Process Now Create explanation on how the Customer Service Portals
Design Guide Portal enabled within the ServiceNow Customer Service
Management application. Customers may
decide to change the look and feel of the
Customer Service Portal add additional
functionality

Customer Service
Management

Sales Expert for Learning Portal
Customer Service
Management
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 This path is targeted to the process user. The series
Management on Learning Portal 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.
CSM | Overview Youtube Provides an overview of Customer Service

Management.
CSM | Setting Up Youtube Provides an overview of how to set up customer

Your Customer Data information for Customer Service Management.
Model
CSM | Omni- Youtube Provides an overview of Omni-Channel support

Channel Support capabilities within the ServiceNow platform.
CSM | Routing and Youtube Explains the various aspects of configuration for
Assignment routing and assignment
Configuration
CSM | Email Youtube Provides an overview of the inbound email flow

Process and Client process and quick message setup.
Enhancements
CSM | Proactive Youtube Provides an overview and demonstration of the

Customer Service proactive customer service operations for CSM.
Operations
CSM | Advanced Youtube Advanced Work Assignment enables

Work Assignment 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.
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 superior
Consultants (BPC) 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 Learning Portal verified product, Knowledge Management in
Knowledge Customer Service Management provides features
Centered Support to improve knowledge, such as article quality
(KCS) Methodology reviews, in-context knowledge capture, and
in Customer Service feedback management. Attend this lab to learn
Management how using KCS methodology is a game changer
in customer service.
Proactive Customer ServiceNow Proactive Customer Service Operations Overview

Service Operations Learning Portal and Fundamentals is a two-part series designed
Essentials for Implementers, ServiceNow Administrators,
Business 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.
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.
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
Communities ServiceNow Now This process guide provides a detailed explanation

Process Guide Create Portal on how the community management process is
enabled within the ServiceNow Customer Service
Management application. It is intended that this
process be followed as closely as possible
regardless of the level of maturity. It is intended
that this process be followed as closely as possible
regardless of maturity level. Additional
functionality should only be added if there is a
required business outcome gained that could not
be achieved using an out-of-the-box method.
Following this approach will also ease upgrades
and ease of expanding use of the platform
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
Customer ServiceNow Enroll in this path to learn about Customer

Communities Learning Portal Communities and gain skills to administer and set
Essentials up 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.

Website pages.

Portal

Community
Portal

IT Service
Management

Sales Expert for IT Learning Portal
Service
Management
ITSM Foundations ServiceNow Our customers often struggle to keep up with

Learning Portal the 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 Fundamentals ServiceNow In this course users will learn the ServiceNow ITSM
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
Best Practices for IT ServiceNow Service Level Management (SLM) can be a

with Service Level Learning Portal challenge if you don't know where to begin. In
Management this 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.
Incident Management
The goal of Incident Management is to restore normal service operation while minimizing
impact to business operations and maintaining quality.

Portal
Create Portal explanation on how the incident management
process is enabled within the ServiceNow
platform. It is intended that this process be
followed as closely as possible. ServiceNow
encourages simple, lean ITSM processes and
that is reflected in the out-of-the-box design.
Additional functionality can be incorporated
into what is offered; however, this should only be
in scenarios where there is a required business
outcome gained that could not be achieved
approach should also ease upgrade paths and
the ability to expand the use of the platform.
Incident ServiceNow The series of courses introduces the Incident

Management on the Learning Portal Management process on the Now Platform,
NowPlatform including the goals of Incident Management
and its lifecycle: creation and classification of
incidents, documenting the incident
investigation, and how incidents are resolved
and closed.
Major Incident Management (MIM)
Major Incident ServiceNow Attend Major Incident Management to learn

Management Learning Portal how to increase employee productivity and
minimize disruption to end users by ensuring
business continuity with streamlined service
restoration.
Resolve Critical ServiceNow Join us to learn how critical issues are escalated
Issues Faster with Learning Portal and resolved faster with Major Incident
Major Incident Management. We'll review how there is single
Management pane workbench for IT to make informed
decisions, real time status updates to service
owners and consumers, and automated
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.
Demo - Major Youtube

Incident
Management
Major Incident Youtube We break Major Incident Management in

Management in Orlando down into an easily digestible 8-minute
Orlando b(y)te size chunk! Please contact us to keep the
conversation going!
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
Create Portal explanation on how the problem management
platform. It is intended that this process be
followed as closely as possible. ServiceNow
encourages simple, lean ITSM processes and that
is reflected in the out-of-the-box design.
Additional functionality can be incorporated into
what is offered; however, this should only be in
scenarios where there is a required business
using an out-of-the-box method.
ITSM Problem Youtube

Management
Demo
Problem ServiceNow Complete this series of courses to learn how to use

Management on Learning Portal the Now Platform to create, assess, analyze,
the Now Platform resolve, and close problem records. This course
demonstrates Process User procedures performed
on an out-of-box configuration of the Now
Platform.
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
Create Portal explanation on how Change Management
platform
Change Youtube Provides an introduction to change management

Management as described by the Information Technology
Overview Infrastructure Library (ITIL) framework.
Demonstrates change management in the
Change ServiceNow This path is targeted to the process user. The series
Management on Learning Portal of courses introduces the Change Management
the Now Platform process on the Now Platform and includes each
stage of the Change lifecycle: Creation and
Scope, Approval, Implementation, and Review
and Closure. The course discusses normal,
standard, and emergency changes; and
provides details on using the Change Advisory
Board (CAB) Workbench.
Minimize Risk and ServiceNow Fasten your seatbelt and discover the power and
Impact with Learning Portal flexibility of ServiceNow Change Management.
Change This lab tackles some of the common
Management misconceptions associated with legacy change
management and 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.
Change Youtube Join us on the Webinar to learn about how to get

Management: How up and running with Change Management
to get up and application in 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,

CAB Workbench defining and explaining its purpose.
Change Advisory Youtube Learn how the Change Advisory Board (CAB)
Board maximizes collaboration and productivity across
transformation and the enterprise by having all the information
workbench needed to 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

Workbench instances 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
Portal
the Change Management application in the
Part 1
Madrid release. They allow approvals to be
Part 2
tailored for your change management processes
Part 3
through 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.

Portal

Portal
Process Guide ServiceNow This process guide will provide a detailed

Now Create explanation on how the Continual Improvement
Portal Management (CIM) process is enabled within the
ServiceNow platform. It is intended that this process
be followed as closely as possible. ServiceNow
encourages simple, lean ITSM processes and that is
reflected in the out-of-the-box design. Additional
functionality can be incorporated into what is
offered; however, this should only be in scenarios
where there is a required business outcome gained
that could not be achieved using an out-of-the-box
method
Continual Youtube Provides an overview of the set-up process for

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

Improvement People/Process/Service/Technology to increase
Management business efficiency, innovation, and competitive
Demo advantage
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

IT Business
Management

Business
Management
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
Orlando Release? applications? 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.
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.

Portal
Agile & ServiceNow Now The concepts described in this guide are to be
Testmanagement Create Portal used as a baseline for successful Agile & Test
Process Guide Management. The guide is aligned with the
‘out of the box’ functionality provided in the
Management Modules.
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 Youtube

Overview of Agile &
Agile Reporting in
ITBM
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.
Agile Development ServiceNow Learn the fundamentals of ServiceNow's Agile

2.0 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 Now The concepts described in this guide are to be
Create Portal used as a baseline for successful Scaled Agile
Framework (SAFe) implementations. The guide
is aligned with the ‘out of the box’ functionality
provided in the ServiceNow Platform and the
SAFe Module.
Scaled Agile ServiceNow Discover the fundamentals of Scaled Agile

Framework (SAFe) 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.
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 The concepts described in this guide are to be
Testmanagement Create Portal used as a baseline for successful Agile & Test
Process Guide Management. The guide is aligned with the
Management Modules.
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
Create Portal explanation on how the application portfolio
ServiceNow platform. It is intended that this
process be followed as closely as possible.
ServiceNow encourages simple, lean ITBM
processes and that is reflected in the out-of-the-
box design. Additional functionality can be
incorporated into what is offered; however, this
should only be in scenarios where there is a
required business outcome gained that could not
be achieved using an out-of-the-box method.
Following this approach should also ease
upgrade paths and the ability to expand the use
of the platform
APM | The Big Youtube How the Application Portfolio Management

Picture (APM) application fits into the ServiceNow
applications for managing IT resources.
Application ServiceNow Attend Application Portfolio Management

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

Portfolio Learning Portal Management (APM). This eLearning series takes
Management you on a journey of implementing APM using a
Implementation 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 ServiceNow The APM Implementation simulator will test your

Portfolio Learning Portal ability to complete a variety of APM
Management implementation tasks, including activation,
Implementation configuration, policy creation and customizations,
Simulator all within the Application Portfolio Management
application.
Demo - ITBM Youtube Use the ServiceNow Application Portfolio

Application Management application to gain a
Portfolio comprehensive understanding of the
Management 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 Youtube Ashley Snyder and Chris Yang of GlideFast

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

Portfolio interactive demo of ServiceNow’s Application
Management Portfolio Management solutions and learn how
Demo 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 Youtube In this webinar, you will learn the key components
Portfolio of APM and help you understand different ways
Management APM can be utilized to reduce redundancy and
Overview and Best improve efficiency.
Practices
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 ServiceNow In this course you will learn the difference

Funding Learning Portal between top-down funding, bottom-up
Fundamentals funding and generic funding along with how to
create, request and fund investments.
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.
Product ServiceNow Entry point to the official product information pages.

Information Website

Portal
Process Guide ServiceNow The concepts described in this guide align with
Now Create Project Management Institute, Inc. (PMI) standards
Portal 2013 and may reference capabilities that are
dependent on other ServiceNow applications.
Project Portfolio ServiceNow Attend this course to learn about ServiceNow's

Management Learning Portal Project Portfolio Management (PPM) application and
Fundamentals discover how to efficiently manage the project
lifecycle from initiation to closeout.
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 Youtube Take advantage of this opportunity to see an

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

Project Portfolio Suite in ServiceNow.
Suite in
ServiceNow
Enhance Youtube ResultsPositive demonstrate how you can enhance

ServiceNow the delivery of business strategies through project
Value with intake workflows and portfolio "what if" scenario
Demand and capabilities across business and technology projects.
PPM Workflows 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 Youtube Align work with business goals to deliver product and
Scale Work To services in a way that supports your strategic
Deliver 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.
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
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

Manegement 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.
Demand Youtube Join us for a discussion and demo of key

Management fundamentals to consider when implementing
Webinar 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)
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.

Website pages.

Portal
Resource Youtube Explains how to a project manager can create

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

Resource Plans Management application.

Allocation Workbench Management application.
Resource Allocation ServiceNow Article by Harsha Lanka:

Workbench - Features, Community
“Resource allocation workbench is one stop for
Troubleshooting Guide Portal
resource managers to view resource plans &
and Best Practices
take required actions on the resource plans.”
Resource ServiceNow This course is designed for Demand, Resource

Management for Learning Portal and Project managers. It outlines the processes
Project Portfolio for requesting resources, managing and
Management allocating resources and assigning resources to
Fundamentals project tasks.
ITBM Webinar: Youtube Every business needs to be sure that it is

Resource spending its limited resources in the best
Management possible way – 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 upgrades to Youtube Project and Resource Managers can view

Resource Interfaces resource request & plan data on the same
interface, freshly upgraded to a beautiful grid
view. This video also covers the new Allocation
Console for Resource Managers, making
availability reporting a breeze.
Resource Managers – Youtube

Welcome to Paris
Alignment of Resource Youtube

Plans to Enhancements
Skills and Roles Youtube
Prioritizing Resources Youtube
Planning Resources Youtube
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.

Documentation Portal documentation
Time Tracking Overview Youtube H ow set up and use the time

tracking feature for projects.
Time Tracking Methodology - Youtube

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.

Website pages.

Portal

Community
Portal

Pre-Sales Expert for IT Learning Portal Expert
Operations
Management

Operations
Management
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,

operations in a Website graphics, and screenshots to support the text
cloud-first world written by experts will help you understand how
ServiceNow ITOM can power your IT operations
in a cloud-first world.
ITOM Visibility
Discovery
ServiceNow Discovery searches for applications and devices on your network and then
updates the CMDB with the information it finds.


Portal
Process Guide ServiceNow This guide will provide a detailed explanation on

Now Create how the Discovery process is enabled within the
Portal ServiceNow platform. It is intended that this process
be followed as closely as possible regardless of the
level of maturity of the customer. ServiceNow
encourages simple, lean processes which are
reflected in the out-of-the-box design. Customers
may add additional functionality to that offered;
however, this should only be in scenarios where
there is a required business outcome gained that
could not be achieved using an out-of-the-box
method.
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 The Discovery Fundamentals Simulator will help the

Simulator Learning Portal learner establish key concepts from the Discovery
Fundamentals course with a goal of gaining hands-
on experience in a controlled environment.
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 Learning Portal establish a reliable CMDB through basic discovery
enhance your as well as practicing how to extend discovery with
CMDB data by advanced use of the flow designer to process,
Discovery & Flows react and enrich the data collected. The session is
around 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 Discovery Youtube This video demonstrates setting up Horizontal

with Horizontal Discovery using Patterns and applies to ServiceNow
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 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
Mapping Patterns Discovery and Service Mapping Patterns in
ServiceNow.
Introduction to Youtube Provides an overview of Cloud Visibility.

Cloud Discovery
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
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
Process Guide ServiceNow Now This guide will provide a detailed explanation on
Create Portal how the Service Mapping process is enabled
within the ServiceNow platform. It is intended that
this process be followed as closely as possible
regardless of the level of maturity of the customer.
ServiceNow encourages simple, lean processes
which are reflected in the out-of-the-box design.
Customers may add additional functionality to
that offered; however, this should only be in
How to Use a Youtube

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

Part 1 | The Basics is 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

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

Part 3 | Advanced on 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.
ITOM & Service Youtube Overview of Service Mapping presented by

Mapping GlideFast Consulting.
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.
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.
TLS Certificate Youtube Ensuring Resilient IT Operations with TLS Certificate

Management Discovery and Management
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.

Website pages.

Portal
Process Guide ServiceNow Now The goal of the Event Management Process is to
Create Portal design and implement service-based Event
Management and Monitoring solutions that
meet the requirements of the business and IT
support teams.
Getting Started with Youtube

ServiceNow Event
Management
Event and Flow in ServiceNow The alert management feature has been
Action Learning 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 Event Youtube Mike Desmond of Pharicode gives an overview

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

| Overview and Operational Intelligence applications.
Event Management Youtube Setup for the ServiceNow ITOM Event

| Setup Management application.
Event Management Youtube Overview of event rules for the ServiceNow ITOM
| Event Rules Event Management and Operational
Intelligence applications.
Event Management Youtube The event and metric collection processes for
| Collecting Events the ServiceNow ITOM Event Management and
and Metrics Operational Intelligence applications.
Event Management Youtube Grouping alerts for the ServiceNow ITOM Event
| Grouping Alerts Management and Operational Intelligence
applications.
Event Management Youtube Overview of alert action rules for the ServiceNow
| Alert Action Rules ITOM Event Management and Operational
Operational ServiceNow Operational Intelligence (OI) is an application

Intelligence Learning 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.
Demo: Eliminate Youtube IT operations management systems need to

Outages with AIOps become intelligent to pinpoint service and
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

Intelligence AI Operations in ServiceNow in this Share the
Operations AIOps in Wealth session.
ServiceNow
No CMDB? No Youtube: Learn how to deploy ITOM Health - AIOps

Problem. ITOM Part 1 without a CMDB in this three part series.
Health & AIOps Part 2
without a CMDB Part 3
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.
Agent Client Collector ServiceNow Take this course to learn to install, configure, and
Fundamentals Learning integrate the Agent Client Collector with your
Portal Event Management and Operational
The Agent Client Youtube Learn how you can consolidate multiple
Collector. Monitor your monitoring tools on a single platform Richard
critical services with the Brounstein, Senior Advisory Solutions Architect will
NowPlatform! 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 NowPlatform.
Monitor your critical Youtube: This video series will show you how to quickly
Services with Part 1 standup the ServiceNow Monitoring Agent
ServiceNow Monitoring (ACC) in your environment. It will show you how
to quickly begin monitoring your critical
infrastructure and Services using the
NowPlatform.
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.

Website pages.

Portal
Create Portal on how the Cloud Management process is
enabled within the ServiceNow platform. It is
intended that this process be followed as
closely as possible regardless of the level of
maturity of the customer. ServiceNow
reflected in the out-of-the-box design.
approach should also ease upgrade paths and
the ability to expand the use of the platform
Cloud Management Youtube Introduces Cloud Management in the

Introduction ServiceNow platform, and covers top-level use
cases: cost and 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 Cloud Youtube In this session led by the head of ITOM
Management Optimization product management, we'll cover
Platform and the new capabilities as part of our most recent
introducing Cloud releases of Cloud Management platform as
Insights well as provide a view into our new Cloud
Insights capability.
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.

Website pages.

Portal
Create Portal on how the Cloud Insights process is enabled
within the ServiceNow platform. It is intended
that this process be followed as closely as
possible regardless of the level of maturity of
lean processes which are reflected in the out-
of-the-box design. Customers may add
additional functionality to that offered;
however, this should only be in scenarios where
there is a required business outcome gained
that could not be achieved using an out-of-
the-box method. Following this approach
should also ease upgrade paths and the ability
to expand the use of the platform
Ensuring Resilient IT Youtube Ensuring Resilient IT Operations with Visibility in

Operations with the 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 "Uncle Youtube The ServiceNow Cloud Insights application,

Phil"... Get smart available in the ServiceNow Store, helps you to
about cloud spend analyze the full range of costs that are
with Cloud Insights associated with cloud assets so you can
identify and take action on opportunities to
save money and optimize operations.
Reduce your Cloud Youtube As more and more workloads move to the
Spend with Cloud cloud, organizations need to make a
Insights concerted effort to 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 in available in the ServiceNow Store, helps you to
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

Sales Expert for IT Learning Portal Expert
Asset Management

Sales Expert for IT Learning Portal Expert
Asset Management
ITAM Foundations ServiceNow In this course you will learn about the
Learning Portal problems that 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.
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
Process Guide ServiceNow Now The concepts described in this guide are to be
Create Portal used as a baseline for successful Hardware
Asset Management. This guide does not
contain a set of specific instructions for every
management scenario; rather it seeks to define
a procedural mechanism, which organizations
can utilize as a starting point for
refinement of their own Hardware Asset
Management process.
Hardware Asset Youtube Provides an overview of the Hardware Asset

Management Management for ServiceNow.
Overview
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.


Portal
Process Guide ServiceNow The concepts described in this guide are to be used
Now Create as a baseline for successful software asset
Portal management. This guide does not contain a set of
specific instructions for every Software Asset
Management scenario; rather it seeks to define a
procedural mechanism, which organizations can
utilize as a starting point for refinement of their own
software asset management process. In general,
the guide is aligned with the out-of-the-box
functionality provided in the Now Platform and the
Software Asset Management Professional Module.
Learning Path for a ServiceNow Start your journey as an Accredited Pre-Sales Expert
Pre-sales Expert in Learning Portal
Software Asset
Management
Software Asset ServiceNow Explore the basics of managing software assets and
Management | Learning Portal their lifecycles in an effort to track, evaluate, and
Getting Started control software license rights using Software Asset
Management (SAM) Professional.
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 Youtube Provides an overview of Software Asset

Management Management for ServiceNow.
Overview
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 session.
ServiceNow |
Demo
Discovery Basics ServiceNow This course explores using the integration between
for 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.
Normalize ServiceNow This best practice guide will help you get the most
discovered Website out of software normalization by:
software for • Explaining SAM normalization processes and the
effective Software importance of normalization in the software
Asset asset management ecosystem
Management • 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.
Entitlement Import ServiceNow In this course we will explore using the ServiceNow
Basics for Software Learning Portal Software Asset Management (SAM) Professional
Asset entitlement import feature to automatically upload
Management your software entitlement data, from populating
the entitlement import template through importing
the template and resolving common errors that
occur during the import.
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

Security Operations

Security Operations
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.
An Introduction to Youtube How can the Security Operations module secure

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

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

Notifications 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
Process Guide ServiceNow Now This document is intended to be used by

Create Portal Engagement Managers, Business Process
Consultants and Technical Consultants as a
detailed guide to the way ServiceNow
intends the vulnerability response process to
be implemented.
Vulnerability Response Youtube Provides an overview of the typical

Overview vulnerability response within an enterprise
versus the vulnerability response with
ServiceNow, and defines vulnerable items,
vulnerability groups and their lifecycle.
Vulnerability Response Youtube

Architecture & Data
Model Overview
Vulnerability Response Youtube Within 15 minutes, Don Harlan, Advisory

for beginners Solution Consultant at ServiceNow takes us
through the fundamental concepts, a
product demo and the next steps to set up
the application and start lowering your risk
profile.
Quickstart Guide for ServiceNow Article by julian.azaret:

Vulnerability Response Community
“The attached guide provides a list of the
Portal
high-level 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 importance Youtube The success of your Vulnerability Response

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

Vulnerability Response Items (CIs) to the list of hosts and
- How to get it right vulnerabilities brought in by your scanner is
key to the success of your Vulnerability
Response (VR) implementation. Learn how this
works and how to do it right in 20 minutes.
Series of videos about ServiceNew “We want your business to be protected and
implementing Community we want you to be successful. This is why we
Vulnerability Response Portal have started here in the Security Operations
and Security Incident Community Forum, a new series of tutorials
Response dedicated to newcomers.”
You need Vulnerability Youtube You already have the application in your tool
Response to help your kit. Your organization is paying for it. Here is
organization and to why you need to use it and how to get
grow your career in started, today, it is easy.
Security
Integrate your ServiceNow By installing the Tenable for Vulnerability

Tenable.io and Website Response application into your ServiceNow
Tenable.sc with instance, you can import your vulnerability
ServiceNow data and act on it directly within ServiceNow
Vulnerability Response to reduce your overall attack surface. This
Success Playbook will help you get 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 incid ents
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
“The attached guide is focused on the user
Response Portal
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.”
Process Guide ServiceNow Now

Create Portal

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 Learning Portal lab to learn how Security Operations empowers
Response and Threat security teams to quickly and effectively tackle
Intelligence security incidents, while also providing security
managers and leaders with increased visibility.
If you're interested in improving cyber security
operations through automation, orchestration,
and advanced reporting, this lab is for you.
Laptop computer required for this lab.
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
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.
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

Pre-Sales Expert in Learning Portal Expert
HR Service Delivery

Sales Expert in HR Learning Portal
Service Delivery
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.
Configuring Human ServiceNow The ServiceNow HR Service Delivery application

Resources Services Learning Portal improves the employee experience by
automating HR interactions and providing a
single portal for all HR services. HR Services are
the things HR offers to employees; such as
benefits enrollment or a payroll inquiry. In this
course, you will learn how to configure those HR
Services.
Configuring Human ServiceNow There are hundreds of Human Resources

Resources Learning Portal Software systems and many of them specialize
Integrations in a specific HR Service. ServiceNow can
provide a two-way synchronization with third-
party HR systems. In this course, you will explore
how HR Service Delivery can synchronize
employee profiles and other data housed in
third-party HR Management Systems with ease
using pre-configured integrations. Also, you will
familiarize yourself with how ServiceNow can
integrate with background check systems to
request background checks and gather results.
Configuring ServiceNow Attend Configuring Employee Document

Employee Learning Portal Management for Human Resources to learn
Document about how the Employee Document
Management for Management application meets organizational
Human Resources and company documentation challenges.
HR Case ServiceNow HR Case Management holds the details of HR

Management on the Learning Portal requests, such as requests for information, and
Now Platform 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.
Human Ressources ServiceNow This simulator will test your understanding of the
Simulator Learning Portal application, including Security, Case
Management, HR Profiles, and HR Services.
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

Portal
Create Portal on how the Employee Service Center process is
enabled within the ServiceNow platform. It is
intended that this process be followed as
closely as possible regardless of the level of
maturity of the customer. ServiceNow
reflected in the out-of-the-box design.
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
and Supporting HR agent can manage such requests.
Services
Build a Unified ServiceNow In this lab, discover how the Employee Service
Employee Service Learning Portal Center provides organizations with the ability to
Experience with provide a one-stop shop for employees, not
Employee Service only to submit requests and see knowledge
Center articles, but also provide an authentic
experience with targeted communications and
step-by-step guidance.
Ask the Experts: Youtube In this session, we will show you how the
Employee Service Employee Service Center can provide a
Center for Service centralized destination for employees to
Delivery access help and 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
Collaboration & Case Forums, a feature available to customers
Deflection with licensed for the Employee Service Center,
Employee Forums which provides a space 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.
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.”
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

Governance, Risk &
Compliance

Governance, Risk &
Compliance
GRC Portfolio Youtube

Overview 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 all
together in a few words with very clear graphics.
Continuous Monitoring ServiceNow Complete this lab to learn how ServiceNow

across the Enterprise Learning Portal GRC utilizes the Now Platform to monitor
with ServiceNow GRC compliance across HR, IT, and Customer
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) - Youtube On the occasion of the renaming of Profiles to

A simple explanation: Entities, Scott Ferguson, Director of Outbound
All people, places and Product Management, takes another look at
things 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 experts
and Classes. How they share their tips and experience to help you
do it. 17 tips from the plan and structure your Entities, Entity Types,
GRC Community Entity Classes. This is a must see whether you
experts. 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.
Process Guide ServiceNow Now This process guide provides a detailed explanation
Create Portal on how the audit management process is enabled
within the Now Platform. It is intended that this
regardless of the level of maturity of the customer.
ServiceNow encourages simple, lean GRC
processes that are reflected in the out-of-the-box
design. Customers may add additional
functionality to that offered, but this should only be
in scenarios when there is a required business
approach should also ease customer upgrade
paths and the ability to expand their use of the
platform.
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 co ntrol activities.

Portal

Community
Portal
Process Guide ServiceNow Now This process guide provides a detailed

Create Portal explanation on how the policy and
compliance management process is enabled
within the Now Platform. It is intended that this
regardless of the level of maturity of the
customer. ServiceNow encourages simple,
lean GRC processes and that is reflected in the
out-of-the-box design. Customers may add
additional functionality to that offered but only
in scenarios when there is a required business
platform
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

Policy & Compliance this 6 minutes tutorial, Shauna and Donna are
and Risk back to present a step-by-step guide to get
Management you and 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
Framework (UCF) and applications. An overview and get-started
ServiceNow: Get guide of the United Compliance Framework
started quickly (UCF) in 21 minutes.
The UCF to IRM Youtube One more take on the UCF-ServiceNow

integration walk- integration. This time by Scott Ferguson,
through Director, IRM/Risk Product Management.
Controls: Attestations, Youtube 17 minutes to clarify and disambiguate once

Indicators and Control and for all the concepts and terminology
Tests explained around Controls, Attestations and Tests. These
are so 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
Integrated Risk Management (IRM)

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

Website explanation on how the risk management
process is enabled within the Now Platform. It is
intended that this process be followed as closely
as possible regardless of the level of maturity of
lean GRC processes and that is reflected in the
out-of-the-box design. Following this approach
should also ease customer upgrade paths and
the ability to expand their use of the platform.
Customers may add additional functionality in
outcome that could not be achieved using an
out of the box method.
Integrated Risk ServiceNow In this course you will learn about the the
Management Learning Portal problems that Integrated Risk Management
Foundations solves for our customers. You'll also learn how to
target this solution according to personas and
the features of Integrated Risk Management.
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,

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

Portal

Community
Portal
Process Guide ServiceNow This process guide provides a detailed

Website explanation on how the vendor risk
management process is enabled within the Now
Platform. It is intended that this process be
followed as closely as possible regardless of the
level of maturity of the customer. ServiceNow
encourages simple, lean GRC processes and
that is reflected in the out-of-the-box design.
that offered, however this should only be in
scenarios when there is a required business
platform
Vendor Risk ServiceNow The Vendor Risk Management Fundamentals

Management Learning Portal course provides an introduction to the Vendor
Fundamentals Risk 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.
Scale Trust and ServiceNow Join this hands-on lab to learn how organizations
Resilience for Third Learning Portal are gearing up to meet the challenge of
Parties with Vendor managing third-party risk with ServiceNow
Risk Management Vendor Risk Management.
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 Youtube

Overview 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-
Management step 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,
how to use it in 5 min. the time it saves and the efficiencies it offers.
Discover new Youtube Join us to see all the enhancements to our

enhancements for Vendor Risk Management application. We’ve
Vendor Risk made some significant updates and want to
Management show you how you 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 performance and risk with the Vendor Manager
Risk 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 Youtube
Engagements 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
Management embed third-party risk management into
enterprise workflows to drive risk-informed
business decisions.
Business Continuity Management (BCM)

Disruptions are a persistent threat to any organization. Severe weather, natural disasters, supply
chain disruptions, IT and utility outages all have the potential to bring business operations to a
halt. ServiceNow Business Continuity Management enables business and technology operations
to plan, exercise, and effectively recover from business disruptions.

Website pages.

Community
Portal

Now Create explanation on how the business continuity
Portal management process is enabled within the Now
Platform. It is intended that this process be followed
as closely as possible regardless of the level of
maturity of the customer. ServiceNow encourages
a simple, lean GRC processes and that is reflected
in the out-of-the-box design. Following this
platform. Customers may add additional
functionality in scenarios where there is a required
business outcome that could not be achieved
using an out of the box method.
Business Continuity ServiceNow

101 Website
Plan Building with ServiceNow

ServiceNow Website
Business Continuity
Management
Manage Enterprise ServiceNow

and BCM Risk with Website
ServiceNow
Business Continuity
Management
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.
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.

Website pages.

Portal

Community
Portal
Create Portal explanation on how the work order
ServiceNow Field Service Management (FSM)
application. It is intended that this process be
followed as closely as possible regardless of the
level of maturity of the customer. Customers
may add additional functionality to that
offered however this should only be in scenarios
where there is a required business outcome
gained that could not be achieved using an
out of the box method. Following this approach
should also ease customer upgrade paths and
the ability to expand their use of the platform.

Field Service
Management

Sales Expert for Field Learning Portal
Service
Management
FSM Foundations ServiceNow ServiceNow Field Service Management

Learning Portal manages 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.
Optimize Work ServiceNow In this lab, you will match tasks to agents based
Orders with Field Learning Portal on skills, geographic territory assignments, and
Service available inventory. Agents can record details
Management on assigned tasks like completion status, travel
time to jobs, and time spent.
Dispatching Field ServiceNow Field Service Dispatchers learn how to operate

Work Learning Portal ServiceNow's most commonly-used field service
dispatching features to perform key dispatch
management tasks.
Dynamic Scheduling ServiceNow Dynamic Scheduling Fundamentals is designed

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

Implementation Learning Portal designed for field service management
implementers, 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
Process Guide ServiceNow Now The concepts described in this guide are to be
Create Portal used as a baseline for a successful DevOps
implementation. The guide is aligned with the
ServiceNow Platform and the DevOps
Applications
DevOps ServiceNow In this course you will learn about the feature
Foundational Learning Portal updates for DevOps in the Paris Release.
Training
DevOps Overview Youtube Overview of the ServiceNow DevOps

application for managing and streamlining the
software development process.
DevOps Podcast Youtube

Series
TechTalk - Youtube The demo shows how you can deploy

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

Site Reliability service registration, health monitoring and
Operations incident response for DevOps and SRE teams
running modern operations.
Breaking the ServiceNow ServiceNow is allowing DevOps to be agile and

Change Learning Portal intelligently automate change management
Management Barrier workflows. The Now Platform is built for
with Automation 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.
TechNow Ep 74 | Youtube Simplify and speed up your ServiceNow CI/CD

Automate your development pipeline. Join our special guest
ServiceNow CI/CD presenter, Chris Faulkner from ServiceNow, as
pipeline 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.
Delight your DevOps Youtube Join ServiceNow expert, Eric Ledyard, Sr.
teams by Technical Product Marketing Manager, and
accelerating ServiceNow Partner, Tameem Hourani, from
change RapDev as they discuss how DevOps teams can
reduce the internal friction that slows effective
change management.
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 verification?
ServiceNow Come to this session to see how more than 300
applications 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 from
Management with Learning Portal an existing CI/CD pipeline through a pipeline
Enterprise DevOps execution simulator that provides 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.

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What Where to find Description

What is ServiceNow 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 Very valuable video series to get a quick overview

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What / Where to find Description

ServiceNow Community The Community It’s an interactive space for customers,

ServiceNow All the product documentation for the ServiceNow platform

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ServiceNow Now Create Now Create provides a prescriptive methodology, leading

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

ServiceNow Podcasts ServiceNow Podcast Program hosted by various ServiceNow

ServiceNow Developer Written with heart by the developer program team.

Youtube Channels Follow or subscribe to all the ServiceNow channels on

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

Blogs & Articles

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What Where to find Description

Release Notes ServiceNow Entry point to the official release notes

Removed features ServiceNow Cumulative release notes summary on

Blog posts from ServiceNow Developer

Building a Portal Youtube On this episode, join Andrew, Brad, and

What Where to find Description

Release Notes ServiceNow Entry point to the official release notes

Fact Sheet ServiceNow

Collected links of ServiceNow

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

© 2020 ServiceNow, Inc. All rights reserved.

Blog posts from ServiceNow

Now Platform Paris ServiceNow Partner

Preview Trainings ServiceNow Learning Portal:

Delta Trainings for Pre- ServiceNow Learning Portal:

Establishing and Running a ServiceNow Platform

What Where to find Description

© 2020 ServiceNow, Inc. All rights reserved.

ServiceNow ServiceNow To properly support current and future service

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

Build organizational ServiceNow This Success Playbook provides effective methods

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

Managing application Youtube

Build a ServiceNow Youtube

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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.

What Where to find Description

ServiceNow ServiceNow In this module, you will learn to:

ServiceNow ServiceNow ServiceNow Fundamentals is the starting point for all

Additional ServiceNow Attend this course to learn the fundamentals of

Basic Configurations & Maintenance