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Contents
 SNOW Basics
 SNOW Introduction
 Overview of User Interface
 Implementation of User Administration
 Configuration Management
 Introduction to Configuration Item (CI)
 Creation of CI & Build relationship between CIs
 Introduction of Schema Map
 Integrate CI with Change and Incident Management
 Asset Management
 Different Asset Types
 Managing asset life cycle
 Building workflow for asset management for various process like asset service request approval,
deployment, repair/lost/damaged, Retire
 How are Locations, departments mapped to Assets
 Service Level Management
 How is SLM build and SLA created
 Integrate SLM with CI
Contents
 Data Handling
 Import and Export mechanism
 Defining rules at DB level
 Building validations on the data entered at the DB level
 Data Migration using advanced Data Sets
 Reporting
 Overview on Reporting module
 Creating different types of reports on various CI and Assets
 Creating views for complex reporting
 Creating dashboards
 Scripting Possibilities
 Basic scripting possibilities in SNOW
 Advance Topics
 Job Scheduling
 Working with System Properties
 Web Services
 Overview of discovery and MID server
 Integrating with Discovery tools
Workflow Development

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Overview of Workflow
Overview
 The Graphical Workflow engine automates multi-step processes.
 Each workflow generates a sequence of activities, such as generating records or
running scripts, and transitions between them based on conditions.
 When the workflow runs out of activities, the workflow is complete.

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Getting Started with Workflow Application
Workflow application contains following modules:

 Workflow Editor
 Scheduled Workflows
 Workflow Stage
 Active Contexts
 All Contexts
 Executing Activities
 History
 Activity Definition
 Workflow Versions
 Activities
 Transitions
 Properties

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Workflow Editor
The Graphical Workflow Editor is an interface for defining and modifying
workflows by arranging and connecting activities to power processes.

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Workflow Editor

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Scheduled Workflows
Workflows can also be scheduled to perform at a particular time, similar to a
scheduled job.

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Workflow Stage
A Workflow Stage field displays the status of a task as it is being driven by a
workflow. The workflow automatically updates the stage field to indicate its
progress.

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Workflow Context
When a record is created that matches the conditions of a defined Workflow,
a Workflow Context is generated for that record. The Workflow Context
performs all of the activities and transitions defined in the Workflow with the
new record as current.

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Workflow Context (Cont.)
Active Contexts
Active context module displays all executing workflows for each and every records under the
SNC.

All Contexts
All context module displays all running and finished workflows for each and every records
under the SNC.

Executing Activities
Executing Activities module displays all running activities across all the workflows under the
SNC.

History
History module displays all running and finished activities across all the
workflows under the SNC.

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Workflow Administration
Activity Definitions
You can create your own custom activity definition or you can modify existing
activity definition with the help of Activity Definitions module.

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Workflow Administration (Cont.)
Transitions
Transitions modules contains all transition records between each and every
activities for all checked out and published versions of workflows available in
SNC.

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Workflow Administration (Cont.)
Properties
With the help of Properties module admin can enable, disable various workflow
related logs like error, warning, info, approval and many more.

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Getting Started with Workflow Activities
What is workflow activities?
Workflow activities are the individual actions the workflow performs as it runs.
Service Now provides following activities:
 Approval Activities
 Condition Activities
 Notification Activities
 Timer Activities
 Task Activities
 Utility Activities
 Subflows

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Approval Activity
Overview
Approval Activities allow workflows to generate and manage approvals while
driving a record to fulfillment .

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Conditions Activity
Overview
Condition activity helps to run the transition based on condition. If condition is
true then true side transition will be implement otherwise else side transition
will be implement.

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Notification Activity
Overview
Notification Activities allow workflows to notify users of events that occur
during the workflow.

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Task Activity
Overview
Task Activities create and modify tasks. Note that these activities are only
available when the workflow is defined to run on a table which extends Task.

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Timer Activity
Overview
The Timer activity pauses the workflow for a set period of time.

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Utilities Activity
Overview
Utilities Activities provide useful controls over the path of the workflow, and
other useful tools .

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Subflows
Overview
A workflow can launch another workflow as an activity. The parent workflow
will trigger the subflow, and wait for the subflow to complete before continuing.

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Service Level Management
Service Level Management
Overview
 In any IT process, it is imperative to guarantee a certain level of service to
customers. In order to do so, the IT desk must also receive guarantees of certain
levels of service from both internal and external providers. These guarantees are
Service Level Agreements, Underpinning Contracts, and Operational Level
Agreements.
 The ServiceNow platform allows these guarantees to be codified within the
system, and dynamically tailored to specific contexts.
Defining Service Guarantees
The SLA engine, out-of-box, is a timer defined by:
 Start conditions - when the timer should start counting.
 Stop conditions - when the timer stops counting.
 Pause conditions - when the timer should pause. So long as this condition is true,
the timer will pause, but as soon as it becomes false the timer will resume counting.
 Duration - how long the SLA should continue counting before it is marked
Breached.
 Escalation - At what intervals should the escalation of the task be promoted, from
Moderate to High to Overdue.
 SLAs have color coding on their duration and escalation fields, so that wherever
they are displayed, it is easy to see what progress has or has not been made.
Breached SLAs and Overdue escalations display red, signaling the need for their
attention.
Getting Started with Service Level Management
Application
Service Level Management application contains following modules:
 Getting Started
 Service Contract
 SLA Definitions
 SLA Homepage Application
 SLA Properties
 SLA Condition Rules
Modules
 Workflow Editor
Getting Started with Service Level Management
Application (Cont.)
Getting Started module contains wiki link of Service Level Agreement
document.

SLA Wiki Doc

Getting Started with Service Level Management
Application (Cont.)
Service Contracts module is used to create and update service contracts. Single
service contract can contains number of service Level Agreement.

Service Contract

Service Level Agreement

Getting Started with Service Level Management
Application (Cont.)
SLA Definitions module is used to create and update service level agreement
(SLA), operation level agreement (OLA) and Underpinning Contract (UC).

Type of Agreement
Getting Started with Service Level Management
Application (Cont.)
To create new Service Level Agreement record click on new button and fill
required information and then press submit button. Follow the same procedure
to create OLA and UC record, we just need to change the Type field on the
form.
Agreement Type
Getting Started with Service Level Management
Application (Cont.)

Incident Record

Attached SLA with Incident Record

Getting Started with Service Level Management
Application (Cont.)
OLA Achieved

SLA Breached
Getting Started with Service Level Management
Application (Cont.)
SLA Homepage module gives the quick information about SLA like SLA by stage,
Achieved SLA by Type, Breached SLA by Type etc.
Getting Started with Change Management Application
(Cont.)
With the help of SLA Properties module administrator can change internal
settings of SLM.
Getting Started with Change Management Application
(Cont.)
Workflow Editor module open the workflow page in a separate window. With
the help of Workflow Editor we can create new workflow for the SLA or we can
update default workflow Default SLA Workflow.

Default Workflow
Update Sets
Update Sets
Overview
An Update Set is a group of customizations that can be moved from one
instance to another. This allows administrators to group a series of changes into
a named set and then move this set as a unit to other systems. In most cases,
this allows customizations to be developed in a development instance, moved to
a test instance, and then applied to a production instance.
Planning the Update Process
Before working with Update Sets, it is important to create a standard process for
moving customizations from instance to instance. Review the following items to
ensure that there are no problems during the update set process:
 Ensure that both instances are the same version.
 Identify a common path for update sets to move from instance to instance and
maintain that model. 
 Never migrate the same update set from multiple sources. Best practice is to move
update sets from dev to test, and then from test to production.
 Plan for when to apply the update set to production. Update sets should not be
applied to a production instance during business hours. The instance may perform
slower temporarily as the update set applies.
 Update Sets do not remove columns or fields. If removing columns or fields are crucial
to the customization, perform those tasks manually on the target instance.
 Before making any customizations, double-check that the correct Update Set is
selected.
Things to Avoid
In addition to planning the process according to the points in previous
slide, make sure to avoid the common pitfalls listed below:
 Do not delete update sets.
 Do not mark an update set as Complete until it is ready to migrate.
 Don't manually merge updates into an update set .
 If a committed update set has a problem in the test instance, build the fix in
another update set in the development instance. 
Getting Started with Update Sets Application

Update Sets application contains following modules:

 Update Source
 Retrieved Update Sets
 Update Log
 Local Update Sets
 Merge Update Sets
 Enable Update Set Picker
 Disable Update Set Picker

Application

Modules
Getting Started with Update Sets Application (Cont.)

Local Update Sets module is used to create a new update set.

To Create New Update Set

Getting Started with Update Sets Application (Cont.)
 Once an update set has been specified as current using the Update Set Picker,
any customizations made will be added to the current update set.
 To check on what customizations have been associated with an update set,
navigate to the update set and check the related list.
 For example, the following screenshot shows an update set that includes a
customizations on the Incident form.

Selected Update Set

Related List which contains

customizations
Getting Started with Update Sets Application (Cont.)
Once all of the customization is finished, then the update set should have its
status changed from "In progress" to "Complete". When an update set is flagged
as complete:
 The update set will become available for other instances to retrieve.
 No other customizations will be placed in the update set.
Update Source module is used to retrieve an update set from another instance.

To Create New Update Source

Getting Started with Update Sets Application (Cont.)
 To retrieve the completed update sets from the source instance click on
Retrieve Completed Update Sets button on the Update Source form.
 This will bring any Update Sets marked Completed from the source instance to
the target instance.
Retrieved Update Sets module contains completed update sets from the
source instance.

Click on this link to retrieve

completed update sets
Getting Started with Update Sets Application (Cont.)
Saving Customizations in a Single XML File
There is a simple method for saving customizations to a single XML for:
 Transferring update sets between two instances that can't use data-sources.
 Sharing customizations without needing to give password access to people
outside of the company.
 Backing up important customizations locally.

Click on link to save customization on

xml file locally
Loading Customizations from a Single XML File
To load the customizations from the XML file click on Retrieve Update Sets
module and then click on Import Update Set from XML link.

Loading customizations from a XML file click on

To Select XML File

Backing out Update Sets
 Changes applied by an update set to existing records can be backed out by clicking the Back
Out button.
 Once the back out is complete, the Update Set will be deleted.
 Backing out update sets will reverse all changes.
 The Default and Baseline Update Sets should not be backed out, because this will damage the
configuration of the instance.
 The back out button reverses both record-level updates and changes to the dictionary.
 The back-out button is available only on the most recent update set.
 If backing out an update set as described above is not sufficient, another solution is to create and
apply a new update set to reverse the customizations.

To Backout Applied Changes

Backing out Update Sets (Cont.)
The following table helps to illustrate the expected behavior of backing out an
update set that is committed:
Getting Started with Update Sets Application (Cont.)

Update Log module stores logs of the Update Set process. After importing of
update sets we can check the status of the update set process (info, warning,
error).

Process Status
Deleting Update Sets
You can delete update sets but deleting update sets is not recommended for
following reasons:
 It does not undo the updates.
 It removes any record of who applied customizations to any instance.
 Deleting an Update Set removes all of the sys_update_xml associated with
it
next time the instance is upgraded, customizations will be overwritten,
because the system uses the sys_update_xml records to protect
customizations from being written.
Getting Started with Update Sets Application (Cont.)
Note:
 To undo customizations, use the Backing out Update Sets method.
 The only situation in which an update set should be deleted is if the
customization needs to be overwritten in order to successfully upgrade.

To Delete Update Sets

Getting Started with Update Sets Application (Cont.)

Merge Update Sets module is used to merge the Update Sets. Update Sets can
be merged, so that if two users are working on separate update sets they can be
combined into one update set for easy transfer.

To merge update sets

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