ServiceNow Fundamentals

✔ ServiecNow Fundamentals Introduction

 Objective : Describe the ServiceNow Fundamentals learning path and what to expect from the learning path

 

< Contents >

 - You'll be able to identify how each one of these important features gives you the power to digitize the flow of work throughout the enterprise.

 - with service now i can deliver intuitive experiences while increasing productivity and ensuring satisfaction

 - CSA ( Certified System Administrator ) exam

 - while going through the course, start thinking about how, with some creativity and innovation, you could use what you learn to make work better.

 

 

 

✔ ServiceNow Platform Overview

 Objective : Recongnize how companies have made work better using ServiceNow

 

< Contents >

[ The ServiceNow story ]

 - ServiceNow is built upon the strong foundation of the Now Platform.

 - Upon completion of this course you will be able to

  : recognize how companies have made bettre using ServiceNow

  : identify how the Now Platform supports ServiceNow applications

  : Apply the differecnt Now Platform interfaces to their targeted purpose

  : analyze conceptually how roles, gruops, and users work together to provide role-based access

  : successfully log in and log out of ServiceNow

 

 - ServiceNow believes in the power of technology to reduce complexity in our jobs and make work, work better for people.

 - ServiceNow transform old, manual ways of working into modern digital workflows.

 - Fred Luddy created the Now Platform to automate the flow of work throughout a business

 - you have the power to build what we here at ServiceNow call "delightful" processes - ones that create a sense of satisfaction, confidence, and are just well "delightful" to experience

 - reinvented what we view as possible using ServiceNow ( ex. DELOITTE ASSIST, VODAFONE )

 

 

[ Now Platform overview ]

 - Now Platform from ServiceNow provides an Application Platform-as-a-Service (aPaas), means it is a cloud-based computing model which provides the infrastructure needed to developo, run, and manage applications. not limited to a specific department or function. it encompasses the entire enterprise

 - allows your organiztion to automate manual, repeatable processes, standardize service delivery, and focus on your core business

 - SerivceNow provides all of this from a configurable web-based user interface built on top of a flexible table schema. The applications that run on the Now Platform use a signel system of record and a common data model to consolidate business processes. Another advantage to this single system is that it can be leveraged to build custom applications.

 - the applications delivered by ServiceNow are divided into four different workflows

  : IT workflows

  : Employee workflows

  : Customer workflows

  : Creator workflows

 

 

 - Now Platform architecture takes care of all your application infrastructure requirements, such as service abailability, backups, and security. That allows you to focus on building, running, and managing great applications.

@ aPaas

 - The Now Platform ( Application platform as a service : aPaas ) = a single platform to automate business processes across the enterprise by providing the infrastructure needed to develop, run, and manage applications. Its single data model, built on a flexible table schema, delivers a common set of core capabilites and reusable components, eliminating data silos and enabling workflows.

@ System of Action

 - Cloud services help you manage IT strategy, operations, service delivery, and apps...automate, predict, digitize, optimize, monitor, and reslove secruity risks...connect customer service with other teams to solve issues faster, cut costs, and boost satisfaction...deliver fast, personal service to employees...and allow you to create your own applications quickly, using prebuilt libraries, tools, templates, scripts, and integrations.

@ System of Action

 - multi-tenant architecture = your data is co-mingled with tat of other customers...there's a reliance on large and complex databases that require hardware and software maintenance on a regular basis, resulting in availability issues for customers  BUT! ServiceNow cloud is built on an advanced architecture called multi-instance. In this architecture, your organization's data, applications, and customiztaions reside in a unique software stack called an instance. Each instance is isolated from every other instance, but they can still communicate with each other.

 - multi-instance architecture provides distinct advantages : Your organization's data is truly isolated, making hardware and software maintenance on these unique customer instances easy to perform...and issues can be resolved on a customer-by-customer basis.

 - multi-instance architecture allows to perform actions ( such as upgrading ) : on individual customer instances, on a schedule that fits the compliance requirements and need of that particular customer

 @ Availability and Redundancy

 - All ServiceNow global data centers are paired with another data center to provide redundancy with failover support

 - in the event of an operational fault, failure, outage or attack...customer traffic can be quickly rerouted using AHA ( Advanced High Availability ) capability to ensure that you maintain access to your instances and data

@ Backups and Security

 - provides four weekly full backups of your data, with six days of daily differential backups

 - secures the cloud and data using multiple technologies and levels of security that have been certified compliant by third-party organizations

 - data are encrypted in transit, while certifications for ISO27001, SSAE 16 SOC1 and SOC2 Type 2 attest to security, availability, and privacy in the cloud

 - can also integrate with sso that are compliant with the SAML 2.0 standard

@ Domain Separation ( = multi-tenancy )

 - allows to separate data, processes, and administrative tasks on an instance into logical gruopings, called domains

 - all users have access to the global domain, but access to other domain is limited to specific users

 

 

 - Management of all ServiceNow hosted instances, including upgrades, is performed using the Now Support ( HI : Hosted Instance ) ( formerly known as HI Service Portal ).

 

 

[ Identify the different Now Platform interfaces ]

 - There are 3 ways to interact with the Now Platform. Each approaches provides a different interface targeting different devices and purpose. All ot these interfaces access the same single system of record and common data model of the Now Platform.

  : Now Platform user interface

  : ServiceNow Moblie apps

  : Service Portal

 

@ Now Platform user interface

 - the primary way to interact with the applicataions and information in a ServiceNow instance

 - notable Now Platform user interface features : real-time form updates, user presence, enhanced activity streams, and an application navigator designed with tabs for favorites and history

 

@ ServiceNow Moblie apps

 - ServiceNow offers 3, persona-focused ServiceNow Moblie apps

  : ServiceNow agent

   > targeted to the role of fulfiller. It supports the needs of those fulfilling requests for products and services across the enterprise. It is also referred to as Moblie Agent.

  : Now Moblie

   > targeted to the needs of an employee. It includes functionality such as reporting broken items and finding available conference rooms.

  : ServiceNow Onboarding

   > targeted to the employee new hire. It helps facilitate tasks performed prior to the start of employment. It is also referred to as Moblie Onboarding.

 - These 3 apps can be downloaded from the app store and configured by application developers in the Now Platform with the features, functions, and details needed for your business. The same expectations you have for all your other moblie applications outside of work, now also apply to ServiceNow Moblie apps.

 

@  Top 10 reasons to use ServiceNow Moblie apps

 1. Persona-focused for intuitive use

 2. Moblie first and completely native, using the device's built-in features

 3. Codeless and rapid development of new applets

 4. Ability to submit, view, and update requests, issues, and tasks

 5. Global search to find people, service and items, and articles

 6. Offline access with Moblie Agent to enable fulfillers to complete work while not connected

 7. Push notifications for access to important information instantly

 8. Access to Virtual Agent, chat, and knowledge articles

 9. Role-based access to customized information

 10. Manageable from an MDM ( moblie device management ) or an MAM ( moblie application management )