K18 ServiceNow Fundamentals - Koster [Room D]

[mferich]

Course: ServiceNow Fundamentals
Dates: May 6 & 7
Rooms: Galileo 902/903
Primary Instructor: Jonathan Koster

This forum is for the Knowledge18 Pre-Conference Training of ServiceNow Fundamentals - Room D.

Communicate with your classmates and ask questions to our staff.

[Garrison Ball]

Hi Michael,

ServiceNow typically provides hard-copy manuals for in-person classes, or ebooks for online classes.  I do not believe there is currently a plan to provide ebooks to this class.  However, ServiceNow's entire docs library is available online, and may be exported as PDFs if desired.  You may access that library at https://docs.servicenow.com/ 

[Machelle Chandl]

Agreed, the screenshots are too difficult to read on the soft copy.

[Machelle Chandl]

Name & company : Machelle Chandler, Evergreen Systems

Role & Responsibilities: Engagement Manager responsible for being the customer liaison/project manager for ServiceNow Implementations

Experience w/ServiceNow: 9 years

Expectations: Prep for the CSA exam

Favorite movie:  Shawshank Redemption

[Garrison Ball]

Hi Machelle!  Glad to have you in class!

[mgt]

With HR scoped app, does it have its own security administrator role? Any difference in managing security between the non-scoped app and the scoped app?

[Garrison Ball]

Hi Michael! 

The HR app indeed has its own hr_admin role.  After configuring the HR app, ServiceNow recommends removing this role from our System Administrators as described here.

You may learn more about HR roles here: https://docs.servicenow.com/bundle/kingston-hr-service-delivery/page/product/human-resources/concept...

Please let us know if there is more you'd like to discuss!

Thank you,

Garrison

[mgt]

We are planning on having my team be the ongoing HR Admin for all HR user access and content management. Another team is the role of the overall system admin. Is there an issue you're aware caused by not removing the hr_admin role?

We are on Jakarta now, non-scoped app.

[Garrison Ball]

If you leave the hr_admin role contained in the admin role, it simply means all of your Sys Admins will also have access to administer the Human Resources application and view sensitive HR data.  

In most organizations I've run across, IT administrators are not granted access to view this HR data (which can include SSNs, pending terminations, etc). 

If this is acceptable, you may leave it in place.

I hope this is helpful!  Please let me know if you'd like to discuss further.

[mgt]

Thanks Garrison. Yes, would like to discuss further - we'll come find you between today and tomorrow.

[Garrison Ball]

Day 1 Review

3 Key Platform UI components:

Banner, Application Navigator, and Content Frame

3 Main Features of the Application Navigator:

Filter, Favorites, and History

Define a List:

A collection of records from a table.

What is the difference between List Configuration and Personalization?

Configuration is done by the Admin and applies to all users.  Personalization is done by each user and only applies to themselves.

3 Components of a List Filter:

Field, Operator, Value

What is a Form used for?

Creating or modifying records on a table.

True or False?  Guided setups help configure applications in the ServiceNow instance

True

Is it suggested to assign roles to Users or Groups? Why?

Assign roles to groups because it's easier to manage.

What is the primary benefit of Presence?

You can see who's online, their status, and what they are viewing/editing in real time.

What are the steps for creating an email notification?

- When to send

- Who to send to

- What to send

What is dot-walking used for?

Get data from referenced records and from further related records.

Definitions and Terms:

It is extended but does not extend another table itself - a Base Table.

It exists in the base system - a Core Table.

It is created and does not exist in the base system - a Custom Table.

It is a child class - Extended Table.

How do reference fields work?

They store the sys_id of the referenced record from another table.

True/False? Access control rules can only be set at the row-level.

False.  They may be set at both the row (table) and column (field) level.

3 Types of Access Control Rules:

table.None

table.field

table.*

[AlanK]

Hi Garrison

Walking around yesterday some of the group were having issues allocating roles to applications. Here is a great demo i found on youtube.

Application menus and modules

[melissahill]

I wanted to point out the challenge of Requested For in using requests which we ran into in our envionment.  When you use current.requested for, it is using the native field requested for associated to the REQ, not the REQITM.  This means there is only 1 requested for for all items on the request.  In our environment, we allow requested items to go to multiple requested for individuals, so we have to use variables to store the requested for current.variables.requested_for.

[Garrison Ball]

Good morning!

Thomasz mentioned that some of you have asked about ServiceNow's other training offerings.  There is a guide located at the following site: https://www.servicenow.com/services/training-and-certification.html#course

Simply click 'Read More' under each listed course to get detailed information.  By clicking 'Register', you'll be directed to the Saba portal where you can find dates and locations of upcoming offerings and actually sign up for the class.  In many cases, you may sign up for the 'Virtual' version of a class if none are located near you.

There are also Certifications offered for many areas.  You can see an overview of the offered certifications here: https://www.servicenow.com/content/dam/servicenow/other-documents/training/tp-certification-guide.pd...

I couldn't find a centralized location of all the Certification Exam blueprints, but hopefully this Google search can get you started in the right direction if you want more detail about what the exam looks like.  Adding the specific name of the certification you're interested in could help narrow the results down further.

If you're confident in your understanding of this ServiceNow Fundamentals course, I encourage you to consider getting certified!  Although this document was created for a previous version of the exam (When it was called 'Certified System Administrator'), it should still be relevant to the Fundamentals certification: https://www.servicenow.com/content/dam/servicenow/other-documents/training/ServiceNow-Sys-Admin-Exam...

When you're ready to get your first Certification, sign up for your exam on WebAssessor at https://www.webassessor.com/wa.do?page=publicHome&branding=SERVICE_NOW.  Like classes, exams may be taken in-person or remote.  If you're taking the exam remotely, be sure to set up a testing area according to the requirements listed on the site.  I've done several remote exams and they've worked well for me 🙂

[AlanK]

Found these great videos on the structure of Service Catalogues and Requests...

Request and Service Catalogue structure

Creating a workflow using Flow Designer

Putting the Service Catalogue on the Portal

An overview of Variables for Requests

Creating Record producers

[AlanK]

Service Level Agreements

this video is from an older version but is still relevant 

Service Level Agreements

[AlanK]

Flow Designer 

How to work in Flow designer is out of the scope of the course, but here are two videos for you to get more context 

Creating your first flow

Creating actions in Workflow

[Pierre Bernard]

I recommend to everyone to visit the Service Now channel on YouTube

Make all Service Now sites a favorite in your preferred browser.

[AlanK]

Knowledge Management

Working with Knowledge Bases

[Scott Eudy]

Is there a repository of knowledge base articles that can be imported into your Service Now instance that would be pertinent to your line of business?

[AlanK]

If you are looking for more information on reports, go to your instance:

got to 

Click All Help and go to Reporting

If you want to present your report on a homepage or dashboard, then watch this video

Homepages and Dashboards

[Garrison Ball]

Couldn't agree more, Pierre! Thanks for the awesome idea! 😄

[Garrison Ball]

If you have not received your survey yet, please respond to this comment with your full name & email address. Thank you!!

[AlanK]

Some more information on Field types

Reference fields 

Choice Lists 

ACLs 

Some best practices on Choice Lists, Client Scripts, UI policies and Business rules

 UI Policies

Business Rules

Client scripts

UI Actions

Script Includes

[Pierre Bernard]

no surveys in my app 

pierre.bernard@iko.com

[Chad Burton]

no surveys in my app

chad.burton@getgsi.com

[Pierre Bernard]

pierre.bernard@iko.com

Pierre Bernard

[Chad Burton]

no surveys in my app

chad.burton@getgsi.com

[Todd Burton]

Todd Burton

Todd.Burton@GetGSI.com

[Garrison Ball]

Thomasz mentioned that some of you have asked about ServiceNow's other training offerings.  There is a guide located at the following site: https://www.servicenow.com/services/training-and-certification.html#course

Simply click 'Read More' under each listed course to get detailed information.  By clicking 'Register', you'll be directed to the Saba portal where you can find dates and locations of upcoming offerings and actually sign up for the class.  In many cases, you may sign up for the 'Virtual' version of a class if none are located near you.

There are also Certifications offered for many areas.  You can see an overview of the offered certifications here: https://www.servicenow.com/content/dam/servicenow/other-documents/training/tp-certification-guide.pd...

I couldn't find a centralized location of all the Certification Exam blueprints, but hopefully this Google search can get you started in the right direction if you want more detail about what the exam looks like.  Adding the specific name of the certification you're interested in could help narrow the results down further.

If you're confident in your understanding of this ServiceNow Fundamentals course, I encourage you to consider getting certified!  Although this document was created for a previous version of the exam (When it was called 'Certified System Administrator'), it should still be relevant to the Fundamentals certification: https://www.servicenow.com/content/dam/servicenow/other-documents/training/ServiceNow-Sys-Admin-Exam...

When you're ready to get your first Certification, sign up for your exam on WebAssessor at https://www.webassessor.com/wa.do?page=publicHome&branding=SERVICE_NOW.  Like classes, exams may be taken in-person or remote.  If you're taking the exam remotely, be sure to set up a testing area according to the requirements listed on the site.  I've done several remote exams and they've worked well for me 🙂

[Garrison Ball]

Hi LaNetta!  Glad to have you in class!

If you're interested in Development, be sure to check out the Developer page at https://developer.service-now.com/.  You can find official API documentation, training, and links to the Developer Community.  I use these resources all the time!

[Garrison Ball]

Hey Gregg!  Glad to have you in class! 

[Garrison Ball]

Hi Pierre!  Glad to have you in the class!

[Garrison Ball]

Hi Jeff!  Glad to have you in the class!  I'll let Grant know we saw you! 🙂

[Garrison Ball]

Very good point Melissa.  I like that solution!  😄

[Garrison Ball]

Hi Scott!  I am not aware of such content... that would be cool if we could find it somewhere though!

[jonokoster]

If you are trying to do the capstone project (Module 6) after your lab instance has been decommissioned you will need this zip file.

[kats_hats]

I haven't received a survey. Katherine Navarrete knavarrete@ondeck.com

[Garrison Ball]

Hey Patrick!  Welcome to the ServiceNow community.  It was great to have you!

[Garrison Ball]

Hey Stefan!  Thanks for joining us!

[Garrison Ball]

Hi Cindy!  Thanks for joining us!

You might be interested in the ServiceNow developer site.  There you'll find self-guided training, API documentation, and a link to the developer portion of the community.  If you're interested, you can access it at https://developer.servicenow.com.

[jonokoster]

If you did not get the survey in your app, you can go to the mobile app support desk near the dining hall, they will help you sort it out.

[Lemmy1]

Where can I get a plug-in for Predictive service intelligence ?

[Garrison Ball]

Hi Lemmy,

This topic is not covered by this course... unfortunately I do not know the answer.  You may have better luck posting this as a new question on the Community.  Best of luck!

[Rick V]

Thanks Jono!