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Zurich IT Service Management

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Table of contents
  • IT Service Management
    • Script includes and customization
    • Machine learning solutions for IT Service Management
      • Request Predictive Intelligence for Incident Management
      • Request Predictive Intelligence for Major Incident Management
      • Predictive Intelligence for Incident Management
      • Request Predictive Intelligence for Incident
        • Predictive Intelligence for Incident
    • Asset Management
      • ITSM Software Asset Management
        • Legacy Software Asset Management plugin
          • Legacy Software Asset Management plugin Overview module
            • Use the legacy Software Asset Management plugin Overview module
            • Legacy Software Asset Management plugin roles
            • Installed with the legacy Software Asset Management plugin
          • Legacy Software Asset Management plugin setup process
          • Determine where software is installed using the legacy Software Asset Management plugin
            • Find software on the network using the legacy Software Asset Management plugin
            • Scan software installations with the system scheduler
          • Software licenses in the legacy Software Asset Management plugin
            • License management with the legacy Software Asset Management plugin
            • Add a software license using the legacy Software Asset Management plugin
            • Create and manage an enterprise license using the legacy Software Asset Management plugin
            • Create and manage a subscription license using the legacy Software Asset Management plugin
            • Software license entitlements for the legacy Software Asset Management plugin
              • Create an entitlement for the legacy Software Asset Management plugin
              • Create a software user license entitlement for the legacy Software Asset Management plugin
              • Entitle a license to a configuration item using the legacy Software Asset Management plugin
              • Entitle a license to a user or location using the legacy Software Asset Management plugin
            • License upgrade and downgrade with the legacy Software Asset Management plugin
              • Upgrade a license using the legacy Software Asset Management plugin
              • Downgrade a license using the legacy Software Asset Management plugin
                • Identify a downgrade child from a software license record using the legacy Software Asset Management plugin
            • View a list of unallocated software licenses for the legacy Software Asset Management plugin
            • Merge software licenses using the legacy Software Asset Management plugin
          • Manage software models using the legacy Software Asset Management plugin
            • Create and manage software suites using the legacy Software Asset Management plugin
          • License calculations with the legacy Software Asset Management plugin
            • Calculate software licenses using the legacy Software Asset Management plugin
            • License calculation types supported by the legacy Software Asset Management plugin
            • Create a custom license type for the legacy Software Asset Management plugin
            • Create a custom script for a legacy Software Asset Management plugin license type
          • Software discovery models in the legacy Software Asset Management plugin
            • Edit a software discovery model using the legacy Software Asset Management plugin
            • Automatically match to an existing model using the legacy Software Asset Management plugin
            • Create new models using the legacy Software Asset Management plugin
          • Legacy Software License Compliance Checker
            • Check your software license compliance using the legacy Software License Compliance Checker
          • Software license reconciliation counters for the legacy Software Asset Management plugin
            • Get started with software counters for the legacy Software Asset Management plugin
            • Schedule a software count for the legacy Software Asset Management plugin
            • Use a software counter for the legacy Software Asset Management plugin
            • Create a software counter for the legacy Software Asset Management plugin
            • Set up quick counters for the legacy Software Asset Management plugin
            • View software counter results for the legacy Software Asset Management plugin
            • View software counter summaries for the legacy Software Asset Management plugin
            • View software counter details for the legacy Software Asset Management plugin
            • View usage counter results for the legacy Software Asset Management plugin
          • Legacy IBM PVU Process Pack
            • Activate the legacy IBM PVU Process Pack
            • Validate legacy IBM PVU Process Pack requirements for associating software installations with PVU mappings
            • IBM PVU mapping preparation for the legacy IBM PVU Process Pack
            • Refresh your legacy Software Asset Management plugin processor definitions
            • Legacy Software Asset Management plugin processor definitions
            • View IBM PVU mappings for the legacy IBM PVU Process Pack
            • Use software counters with the legacy IBM PVU Process Pack
            • Installed with the legacy IBM PVU Process Pack
          • Software contracts for the legacy Software Asset Management plugin
            • Create software contracts for the legacy Software Asset Management plugin
          • Legacy Oracle process pack
            • Using software counters with the legacy Oracle Process Pack
            • Software models for the legacy Oracle Process Pack
            • Request the legacy Oracle Process Pack
            • Installed with the legacy Oracle Process Pack
            • Create an Oracle software license for the legacy Oracle Process Pack
            • Validate legacy Oracle Process Pack requirements for associating software installations with Oracle mappings
            • Run the Oracle software counter for the legacy Oracle Process Pack
        • Software Asset Management Foundation plugin
          • Exploring Software Asset Management Foundation plugin
            • Software Asset Management Foundation plugin roles
            • Software Asset Management Foundation plugin software discovery and normalization
            • Software Asset Management Foundation plugin discovery models and software installations
            • Software Asset Management Foundation plugin software reconciliation for compliance
          • Setting up Software Asset Management Foundation plugin
            • Request Software Asset Management Foundation plugin
            • Manage a SAM Foundation software suite
            • Customize a Discovery pattern for Software Asset Management Foundation plugin
            • Get started with Software Asset Management Foundation plugin
          • Configuring Software Asset Management Foundation plugin workspace
            • Create a Software Asset Management Foundation entitlement in workspace
            • Create a Software Asset Management Foundation software model in workspace
          • Configuring the classic Software Asset Management Foundation plugin
            • Create a SAM Foundation entitlement
              • Create a SAM Foundation entitlement allocation
            • Create a SAM Foundation software model
            • Manually normalize a SAM Foundation software discovery model
            • Manually override SAM Foundation edition value
          • Using Software Asset Management Foundation plugin workspace
            • Software asset overview for Software Asset Management Foundation plugin dashboard
            • License usage view for Software Asset Management Foundation plugin
              • Run Software Asset Management Foundation plugin software reconciliation in workspace
            • License Operation view for Software Asset Management Foundation plugin
              • View discovery models in workspace
          • Using Software Asset Management Foundation plugin classic
            • Software Asset Management Foundation dashboard
            • Run Software Asset Management Foundation plugin software reconciliation in classic
            • View Software Asset Management Foundation plugin software model results in classic
          • Software Asset Management Foundation plugin Administration
            • Add a Software Asset Management Foundation plugin custom software product
            • Add a Software Asset Management Foundation plugin custom license metric
            • Migrate Software Asset Management Foundation plugin software installations
            • Software Asset Management Foundation plugin properties
            • Software Asset Management Foundation plugin migration
              • Overwrite customizations for Software Asset Management Foundation plugin migration
      • Contract Management
        • Use the Asset Contract Overview module
        • Components installed with Contract Management
          • Tables installed with Contract Management
          • User roles installed with Contract Management
          • Script includes installed with Contract Management
          • Client scripts installed with Contract Management
          • Business rules installed with Contract Management
        • Contract renewal workflow
          • Create a contract renewal request
          • Renew multiple child contracts
          • Supply contract renewal information
          • Add or remove assets for a contract renewal
          • Add or remove entitlements for a contract renewal
          • Update terms and conditions
          • Add rate cards to the new contract
          • Review contract renewal details
          • Approve or reject a contract renewal request
          • Receive a purchase order for contract assets
          • Results of canceling a contract renewal process
        • Contract approval flow
        • Contract Management use
          • Contract life cycle
          • Contracts
            • Create a contract
              • Create a software maintenance contract example
              • Add an asset to a contract
              • Add a user to a contract
              • Add a configuration item to a contract
              • Add a document to a contract
            • Adjust a contract
              • Renew a contract
              • Cancel a contract
            • Verify contract administrator assignment for notification
            • Send the contract for approval
              • Approve or reject a contract
              • View approval history on contracts
            • Terms and conditions
              • Create a terms and conditions record
              • Add terms and conditions to a contract
              • Build a terms and conditions document within a contract
            • Create a contract rate card
              • Contract Rate Card form
              • Create a new expense line
              • Generating expense lines based on assets or users
                • Add a user or asset to a contract
                • Create a rate card and assign a user or asset
                • Configure rate card expense generation
              • View contract expense lines
            • Monitor a contract
              • Run a contract report
        • Condition check definitions
          • Define a condition check
        • Domain separation and Contract Management
      • Procurement
        • Procurement roles
        • Procurement workflows
        • Use the Procurement Overview module
        • Activate Procurement
          • Components installed with Procurement
            • Business rules installed with Procurement
            • Client scripts installed with Procurement
            • Script includes installed with Procurement
            • Tables installed with Procurement
            • User roles installed with Procurement
        • Sourcing items in a service catalog request
          • Create a purchase order from a request
          • Create a transfer order from a request
          • Source requests from local stockrooms
          • Add an assignment from a request
        • Procurement purchase order management for assets
          • Track a request from the service catalog
          • Cancel a request from the service catalog
          • View and edit a catalog task
          • Create a purchase order
            • Create a purchase order line item
            • Purchase order status
            • Purchase order expected delivery date
            • Cancel a purchase order
            • Cancel a purchase order line item
            • Reorder a purchase order
            • Reorder a purchase order line item
          • Create an asset and reserve it for the requester
        • Receive assets
          • Receive an asset
          • Create a receiving slip
          • Create a receiving slip line
          • Consumable assets
        • Integrating with external procurement applications
          • Install Asset Management - Procurement Integration
            • Components installed with Asset Management - Procurement Integration
          • Domain separation and Asset Management - Procurement Integration
          • Integrating with Coupa
            • Create a Coupa integration profile
            • Create a requisition on Coupa through Procurement application
              • Reference data synchronization
          • Deleting an external procurement application integration profile
        • Domain separation and Procurement
      • Product Catalog
        • Components installed with Product Catalog
          • Tables installed with Product Catalog
          • Roles installed with Product Catalog
          • Script includes installed with Product Catalog
          • Client scripts installed with Product Catalog
          • Business rules installed with Product Catalog
        • Models
          • Model form fields
          • Create hardware models
            • Add compatible models to a hardware model
            • Add substitute models to a hardware model
          • Create consumable models
          • Bundled models
            • Add model components to a bundle
            • Remove model components from a bundle
            • Publish bundled models to product catalog
          • Software models
          • Create application models
          • Work order models
          • Models created for VMware support and Amazon EC2
          • Add skills to a model
          • Publish models to the hardware or software catalog
          • Delete models
        • Vendor catalog items
          • Synchronize information
          • Create a vendor catalog item
            • Link an item to the hardware catalog
            • Link an item to the software catalog
            • Publish an item to the hardware catalog
            • Publish an item to the software catalog
          • View a vendor list
        • Product catalog items
          • Create a product catalog item
          • Activate a product catalog item
          • Deactivate a product catalog item
          • Import a Product Catalog item
        • Model categories
          • View model categories
          • Create model categories
          • Create assets manually
          • Edit model categories
          • Delete model categories
        • Domain separation and Product Catalog
    • Benchmarks
      • Exploring Benchmarks
      • Configuring Benchmarks
        • Enable Benchmarks
          • Getting started with the ITSM Success Dashboard admin console
          • Assign roles for Benchmarks users
          • Opt out of Benchmarks
        • Benchmark KPIs
          • Configure KPI participation
            • Configure resolved incident Benchmarks KPIs
          • Link or customize a benchmark KPI
          • Use Benchmarks data for value management analysis
      • Analyze Benchmarks
        • Use Benchmarks data for value management analysis
        • New Benchmarks Dashboard
          • View benchmark KPI data
          • Benchmarks KPI performance trend
      • Benchmarks reference
        • Benchmarks roles
        • Troubleshooting Benchmarks errors
        • Domain separation and Benchmarks
    • Change Management
      • Exploring Change Management
        • Change models
          • Change Models properties
          • Create a user criteria record for Change Management
        • Change types
        • State progression for normal, standard, and emergency changes
        • Modify the email notification for change request state changes
        • Change approval policies
        • Change Advisory Board (CAB) workbench
        • Upgrade Change Management
      • Configuring Change Management
        • Change Management plugins
          • Request ITSM Roles- Change Management
            • Components installed with ITSM Roles - Change Management
          • Activate Business Stakeholder
            • Installed with Business Stakeholder
          • Activate Change Management - State Model
            • Update change request states
            • Installed with Change Management - State Model
          • Activate Change Management - Collision Detector
            • Installed with Change Management - Collision Detector
          • Activate Best Practice - Change Risk Calculator
            • Installed with Best Practice - Change Risk Calculator
          • Activate Change Management - Change Schedule
            • Installed with Change Management - Change Schedule
          • Activate Change Management - Risk Assessment
          • Activate Change Management - Standard Change Catalog
            • Installed with Change Management - Standard Change Catalog
          • Activate Change Management - Change Success Score
            • Components installed with Change Management - Change Success Score
          • Activate Change Management - Mass Update CI
            • Installed with Change Management - Mass Update CI
          • Activate Change Management -Approval policy
            • Components installed with Change Management -Approval policy
          • Activate Change Management - CAB Workbench
            • Installed with Change Management - CAB Workbench
          • Activate Change Management ATF Tests
          • Activate Change Management - Core
            • Installed with Change Management - Core
          • Request Change Management - Risk Assessment
            • Components installed with Change Management - Risk Intelligence
          • Request Change Management - Standard Change Template Intelligence
            • Components installed with Change Management - Standard Change Template Intelligence
          • Change Management - Predictive Intelligence Core
            • Components installed with Change Management - Predictive Intelligence Core
          • Activate Change Management - Change Flows
          • Activate Change Management - Change Velocity dashboard
          • Activate Change Management - Change Models
          • Activate Change Management Success Probability
          • Activate Change Management - Data Archiving
        • Standard change catalog
          • Configure standard change catalog properties
          • Create a standard change task template
            • Propose a standard change template
          • Attach files to a standard change template
          • Modify or retire a standard change template
        • Change schedules
          • Change schedules view
          • Create a change schedule from the Change Schedules page
          • Create a change schedule from the change schedule definition
          • Add related tasks to a change schedule
          • Style rules definition
            • Define default style rules
            • Define style rules from Change Schedule Definitions
            • Define style rules from Change Schedules View
        • Configure ability to copy a change request
        • Create a change request template
        • Create a change request assignment rule
        • Add a new change request type
        • Extend or disable multiple CI association
        • State model and transitions
          • Add a state to the state model
          • Configure state model transitions
        • Create a Change model
          • Create predefined transition condition types
          • Attach a process for Change model states
        • Conflict detection
          • Detect change conflicts
          • Create blackout and maintenance schedules in Change Management
            • Assign a maintenance schedule to configuration items
          • Configure a change request to monitor outside maintenance schedule conflicts
          • Conflict calendar
            • Manage your change schedules and resolve conflicts
          • Enable automatic change conflict detection
          • Detect conflicts manually and review conflict details
        • Change success score
          • Success score indicators
          • Success score calculation
            • Modify score calculation
          • Success score rating
        • Predictive Intelligence for Change Management
          • Intelligent solutions configurations
          • Train the Risk Intelligence solution
          • Train the clustering solution for Standard change proposal
        • Applying CSDM guidelines to Change Management
          • Change Management and CSDM tables
          • Change Management use case
          • Change Management considerations
      • Using Change Management
        • Create a change request
          • Create a change request from a configuration item (CI)
          • Create a standard change request from the catalog
          • Copy a change request
          • Create a change task
          • Unauthorized change request
            • Disable the creation of an unauthorized change request
            • Unauthorized change properties
        • Process a change request
          • Associated CIs on a change request
          • Mass Update CI
          • Use Mass Update CI
          • Place a change request on hold
          • Refresh impacted services and CIs for Change
            • Refresh impacted services properties
        • Creating change approval policies
          • Create approval definitions
          • Create change approval policies
            • Create policy inputs
            • Create Decision records
          • Change Approval Policy workflow activity
          • Use the Change Approval Policy workflow activity
          • Use the Apply Change Approval Policy flow action
          • Create a Change approval policy using decision builder
        • Working with the CAB Workbench
          • Create a CAB definition
          • View the CAB calendar
          • Create a single CAB meeting occurrence
            • View CAB meeting details
            • Modify CAB meeting details
            • Send CAB meeting request to attendees
          • CAB meeting attendance using the CAB workbench
          • Add new CAB meeting agenda items
          • CAB meeting management using the CAB workbench
        • Mobile experience for Change Management
          • Download the Mobile Agent mobile application
          • Get started with Change Management mobile tasks
            • View change tasks
            • Add comments to your change tasks
            • Resolve or close a change task
        • Legacy: Change Management Platform Analytics Solutions
          • Legacy: Change Premium dashboard
          • Legacy: Change Management dashboard
          • Legacy: Open Changes Reports dashboard
          • Legacy: Open Changes State Monitor dashboard
          • Legacy: Age of Open Changes Monitor dashboard
          • Legacy: Change Velocity dashboard
          • Change Management troubleshooting properties
        • Manage the workspace configuration for a Change request in Service Operations Workspace
      • Agentic AI in change management
      • Reference section for Change Management
        • Configuring maintenance schedules - Best practices
        • Change Management properties
        • Analyze change request risk and impact rating
          • Risk conditions and calculation
            • Risk Calculator property
            • Add or modify risk and impact conditions
          • Risk assessment
            • Define risk assessments
            • Perform risk assessment
          • Migrate to legacy change risk assessments
            • Migrated risk assessment components
        • Success Probability definitions
        • Calculated Risk Score
        • Change management integrations
          • Change Management integration with ITOM Visibility
          • Change Management integration with Software Asset Management
          • Change Management integration with Hardware Asset Management
        • Domain separation and Change Management
        • Tutorial: add a new change management state
          • Create a new choice
          • Create a custom field
          • Add a UI policy
          • Create an ACL
          • Update the state handler script include
          • Update the state model script include
          • Create a UI action
          • Create a process flow record
          • Update the change request workflow
        • Change flows
          • Change Management Workflow Studio actions
        • ITSM Enhanced Security Features for Change Management
          • Activate ITSM Enhanced Security Features for Change Management
    • Coaching
      • Request Coaching
      • Coaching roles
      • Coaching overview
        • Domain separation and Coaching
      • Setting up Coaching and surveys
        • Define trigger conditions for a coaching opportunity
        • Identify and add course items for a virtual coach
        • Create a survey and associate with a Coaching opportunity
      • Coaching your trainee
        • Assess a trainee
        • Assign skills after completing an assessment
      • Training your agents using Coaching With Learning
      • Managing your coaching assessments
        • Work with your coach
      • Coaching reference
        • Coaching field descriptions
        • Coaching troubleshooting
      • Quick start tests for Coaching
    • Continual Improvement Management
      • Continual Improvement Management overview
        • Install Continual Improvement Management
        • Applications integrated with Continual Improvement Management
          • Create improvement initiatives from integrated applications
          • Create application records from improvement initiatives
          • Configure CIM integration property
        • Integrate CIM using extension point
        • Domain separation and Continual Improvement Management
      • Monitor and plan improvements
      • Requesting improvements
        • Create an improvement request
      • Managing improvements
        • Accept an improvement
        • Prepare an improvement
        • Assess an improvement for approval
        • Review and close an improvement
      • Continual Improvement Management reference
        • CIM roles
        • Improvement field descriptions
        • Components installed with Continual Improvement Management
        • Quick tests for Continual Improvement Management
        • Updates after improvement initiative creation from integrated applications
        • Updates after application record creation from improvement initiatives
      • Deprecated Continual Improvements dashboard
        • View improvement reports (deprecated)
    • Expense Line
      • Components installed with Expense Line
      • View an expense
      • Expense lines and expense allocations
        • Create an allocation rule
        • Automatic expense line creation
        • Create expense lines manually
        • Delete an expense line
        • Create a sample allocation rule
        • Use a scripted allocation
      • Domain separation and Expense Line
    • DevOps Change Velocity
      • Exploring DevOps Change Velocity
        • User journey for DevOps Change Velocity
        • DevOps Change Velocity integrations
        • DevOps dashboards
      • Getting started with DevOps Change Velocity
        • Install DevOps Change Velocity
        • Assign roles and tasks using workspace
        • Set up integration user account in DevOps Change Velocity
        • Onboard to DevOps Change Velocity using Workspace
      • Integrating DevOps Change Velocity with third party tools
        • Azure DevOps integration with DevOps Change Velocity
          • Onboard Azure DevOps to DevOps Change Velocity — Workspace
          • Onboard Azure DevOps to DevOps Change Velocity — Service Catalog
          • Onboard Azure DevOps to DevOps Change Velocity — Classic
          • Setting up Azure DevOps OAuth 2.0 credential
          • Model an Azure pipeline in DevOps
          • Associate Azure pipeline steps in DevOps
          • Configuring the Azure pipeline for DevOps
            • Configuring change control using the Azure Invoke REST API
            • Use the ServiceNow DevOps extension for Azure DevOps and Azure DevOps custom actions
          • Azure DevOps PAT scopes for DevOps
          • Configure SonarQube scans on Azure DevOps pipelines
          • Restarting failed build or release pipeline jobs and stages
            • Execution sequence and waiting logic for rerun jobs
          • Parallel stages in Azure DevOps release pipelines
          • DevOps work item import for Azure Boards
          • Track specific pipelines in Azure DevOps
          • Managing Azure DevOps artifacts
          • Get and update change request details in Azure DevOps pipeline
          • ServiceNow DevOps change request state in Azure DevOps pipeline logs
          • Configure and test webhooks
        • GitHub integration with DevOps Change Velocity
          • Onboard GitHub to DevOps Change Velocity — Workspace
          • Onboard GitHub to DevOps Change Velocity — Service Catalog
          • Onboard GitHub to DevOps Change Velocity — Classic
          • Setting up GitHub OAuth 2.0 credentials for DevOps Change Velocity
            • OAuth 2.0 credentials for GitHub Apps - JWT
            • OAuth 2.0 credentials for GitHub Apps - Authorization Code
          • GitHub Actions configurations
          • ServiceNow DevOps custom actions from GitHub marketplace
          • GitHub Deployment Gates for ServiceNow DevOps Change
          • Configure webhooks in GitHub manually
        • GitLab integration with DevOps Change Velocity
          • Onboard GitLab to DevOps Change Velocity — Workspace
          • Onboard GitLab to DevOps Change Velocity — Service Catalog
          • Onboard GitLab to DevOps Change Velocity — Classic
          • Setting up GitLab OAuth 2.0 credentials for DevOps
          • GitLab pull request configurations
          • Model a GitLab basic CI pipeline in DevOps
          • Bulk commits in GitLab
          • Configure webhooks in GitLab manually
          • Change acceleration in GitLab
            • GitLab pipelines with parallel jobs
            • Change acceleration for manual jobs
        • Jenkins integration with DevOps Change Velocity
          • Onboard Jenkins to DevOps Change Velocity — Workspace
          • Onboard Jenkins to DevOps Change Velocity — Service Catalog
          • Onboard Jenkins to DevOps Change Velocity — Classic
          • Model a Jenkins pipeline in DevOps
          • Additional information - Jenkins
            • Configure Jenkins plugin
            • Connect to Jenkins using API token authentication
            • Reduce calls from Jenkins to ServiceNow DevOps to fetch pipeline information
            • Using a declarative or scripted pipeline in DevOps
            • Configure SonarQube scans on Jenkins pipelines
            • Configure JFrog in Jenkins
            • Notify change request rejection or cancellation reason to Jenkins pipeline
            • Notify ServiceNow DevOps change request number to Jenkins pipelines
            • Get change request number in Jenkins pipeline
            • Update change request details in Jenkins pipeline
            • ServiceNow DevOps change request state in Jenkins pipeline logs
            • Nested and parallel stages in Jenkins pipelines
            • Jenkins log levels and Log Recorders
        • Argo CD integration with DevOps Change Velocity
          • Onboard Argo CD to DevOps Change Velocity – Workspace
          • Onboard Argo CD to DevOps Change Velocity — Service Catalog
          • Onboard Argo CD to DevOps Change Velocity — Classic
          • Configure webhooks in Argo CD manually
        • Jira integration with DevOps Change Velocity
          • Onboard Jira to DevOps Change Velocity — Workspace
          • Onboard Jira to DevOps Change Velocity — Service Catalog
          • Onboard Jira to DevOps Change Velocity — Classic
          • Configure webhooks in Jira manually
        • Rally integration with DevOps Change Velocity
          • Onboard Rally to DevOps Change Velocity — Workspace
          • Onboard Rally to DevOps Change Velocity — Service Catalog
          • Onboard Rally to DevOps Change Velocity — Classic
          • Configure webhooks for Rally manually
        • Agile Development 2.0 integration with DevOps Change Velocity
          • Onboard Agile Development 2.0 to DevOps Change Velocity — Workspace
          • Onboard Agile Development 2.0 to DevOps Change Velocity — Service Catalog
          • Onboard Agile Development 2.0 to DevOps Change Velocity — Classic
        • Bitbucket integration with DevOps Change Velocity
          • Onboard Bitbucket to DevOps Change Velocity — Workspace
          • Onboard Bitbucket to DevOps Change Velocity — Service Catalog
          • Onboard Bitbucket to DevOps Change Velocity — Classic
          • Set up OAuth 2.0 Authorization Code for Bitbucket Cloud
          • Configure webhooks in Bitbucket manually
        • JFrog integration with DevOps Change Velocity
          • Onboard JFrog to DevOps Change Velocity — Workspace
          • Onboard JFrog to DevOps Change Velocity — Service Catalog
          • Onboard JFrog to DevOps Change Velocity — Classic
          • Associate steps from GitHub, GitLab, and Azure DevOps with JFrog
          • Configure Azure DevOps for JFrog
          • Sample pipeline to upload and download artifacts for GitHub
          • Sample pipeline to upload and download artifacts for GitLab
        • SonarQube integration with DevOps Change Velocity
          • Onboard SonarQube to DevOps Change Velocity — Workspace
          • Onboard SonarQube to DevOps Change Velocity — Service Catalog
          • Onboard SonarQube to DevOps Change Velocity — Classic
        • Split.io integration with DevOps Change Velocity
          • Enable integration with ServiceNow DevOps in Split tool
          • Onboard Split to DevOps Change Velocity — Classic
        • Veracode integration with DevOps Change Velocity
          • Onboard Veracode to DevOps Change Velocity - Workspace
          • Onboard Veracode to DevOps Change Velocity - Service Catalog
          • Onboard Veracode to DevOps Change Velocity - Classic
          • Configure Veracode scans on your pipeline
          • Associate orchestration tool from Veracode tool record and vice-versa
          • Additional info - Veracode
            • Security scan results
            • Change policies based on security summary tables
        • Checkmarx integration with DevOps Change Velocity
          • Onboard Checkmarx to DevOps Change Velocity - Workspace
          • Onboard Checkmarx to DevOps Change Velocity - Service Catalog
          • Onboard Checkmarx to DevOps Change Velocity - Classic
          • Configure Checkmarx scans on your pipeline
          • Associate orchestration tool from Checkmarx tool record and vice-versa
        • Harness integration with DevOps Change Velocity
          • Onboard Harness to DevOps Change Velocity - Workspace
          • Configure webhooks in Harness manually
        • User-created integrations in DevOps Change Velocity
          • DevOps test tool integration
            • Configure a test tool in DevOps
            • Add test results to change requests using test API
            • Add attachments to change requests using attachment API
          • DevOps user-created security tool integration
            • Configure user-created security tool
            • Integrate security tools with GitLab
          • DevOps user-created orchestration tool integration
          • Create a DevOps tool integration
          • Creating DevOps subflows
          • Add custom fields for a planning tool integration
          • Create a tool integration from the DevOps Change Workspace
            • Creation of webhooks to send inbound events to DevOps Change Velocity using token
        • Update third-party tool credentials in DevOps Change Velocity
          • Notifications on tool credential expiration
      • Applications in DevOps Change Velocity
        • Create an application - Workspace
        • Associate tool objects to applications - Workspace
        • Create an application - Classic
        • Associate tool objects to applications – Classic
      • Accelerating your DevOps change process
        • Customizing DevOps flows
        • Automate DevOps change request creation
        • Create a DevOps Change request and associate existing DevOps data — Workspace
        • Create a DevOps change request and associate existing DevOps data — Classic
        • DevOps change request without mandating category as DevOps
        • Change request creation with DevOps data retrieval errors
        • Artifacts and packages
          • Commits included in DevOps change request
        • DevOps Pipeline UI
        • Configuring DevOps change request details within the pipeline
        • DevOps change models
          • Update change model in pipeline
        • Retrieve change request data using DevOpsChangeRelationshipHelper script
        • Manage Pull Requests (PR) or Merge Requests in DevOps Change Velocity
        • DevOps change request attributes
        • Import based evidence collection
      • Managing DevOps Change Velocity
        • Onboard a new tool using DevOps generic playbook
        • Additional information for onboarding DevOps tools and apps using the Service catalog
          • Importing historical data for DevOps tools
        • Cloning guidelines for DevOps Change Velocity
        • Check permissions and update credentials for tools — Workspace
          • Permissions required for DevOps tools
        • Configure webhooks from the tool record
        • Test webhooks manually
        • Tool throttling
        • Retry errored inbound events
        • Customized lists
        • Deleting a record in DevOps Change Velocity
        • Map spoke alias as parent alias for new DevOps tool
        • Delete orphan connection and credential aliases
        • Implement custom actions for pipelines using generic Docker container image
        • Run health scans for DevOps Change Velocity
        • Manual configuration mode in DevOps
        • Inbound event table data archiving and cleanup
        • Data archiving rules for DevOps tables
        • DevOps Retry Policy
        • Commits and task executions in DevOps
        • Associating multiple work items to a commit in DevOps
        • Filter ignorable DevOps events
        • Disable recommendation prompts
      • DevOps Insights reports
        • DevOps Insights dashboard - Workspace
        • Group DevOps applications into a product
        • DevOps Insights properties
      • DevOps Change Velocity reference
        • Components installed with DevOps Change Velocity
        • DevOps Change Velocity properties
        • DevOps System Health dashboard
        • DevOps log levels
        • Common errors in DevOps Change Velocity
        • Software Quality Results
        • Domain separation and DevOps Change Velocity
        • DevOps Insights Standard dashboard - Classic
        • DevOps Change Velocity APIs
    • DevOps Config
      • Exploring DevOps Config
        • DevOps Config and DevOps Change Velocity
        • Using an app in DevOps Config
        • DevOps Config powered by CDM and PaCE
        • DevOps Config terms
      • Configuring DevOps Config
        • Install DevOps Config
          • Install DevOps Config Policy content pack
          • Install DevOps Config Exporter content pack
        • Create an application in DevOps Config
          • Create a CDM application that generates a new service in the CMDB
          • Create a CDM application that is based on an existing service in the CMDB
        • Create and update a deployable
          • Delete a deployable
        • Uploading your config data
          • Preparing an application for config data upload
          • Add the nodes that will contain config data to a new CDM application
          • Parsing of XML files in CDM
          • Parsing of CSV files in CDM
        • Define policies in DevOps Config
        • Mapping policies in DevOps Config
          • Map policies to a deployable
        • Define exporters in DevOps Config
        • Configure your pipeline in DevOps Config
        • Run validation in DevOps Config
        • Fix the data that caused a validation failure
        • CDM system properties
      • Integrating your pipeline in DevOps Config
        • Azure DevOps pipeline tasks
        • Jenkins pipeline actions
        • GitHub pipeline actions
      • Using DevOps Config
        • Viewing and editing config data
          • Define or update a component
          • Define or update a collection in an application
          • Create or update a variable CDI
          • Manage files in the config data model using file nodes
        • Compare config data of two CDM applications
          • Types of differences between CDM applications
        • Changesets and version control in CDM
          • Open a changeset to update config data
          • Conflicts between changeset commits
          • View the history of changes to a changeset
          • Delete a changeset
          • Delete a CDM application
        • Compare changesets from the same or different CDM applications
        • Validating and correcting configuration data
          • Validate a snapshot manually
          • View the results of snapshot validation
          • View the execution record for a policy run
          • Adding warning and failure messages to validation results — CdmPolicyUtil
        • Sharing components among applications — Component libraries
          • Working on component libraries with a unified view
          • Create or update a component library
          • Activate a component library
          • Delete a component library
          • Add or update a shared component in a component library
          • Publish or unpublish a shared component version
          • Request to include a component to a component library
          • Accept or reject a component request for inclusion in a component library
          • Manage shared components in a CDM application
        • View snapshots
          • Publish or unpublish a snapshot
        • Compare snapshots from the same or different applications
        • Compare two snapshots of a deployable
        • Export a snapshot
          • Test an exporter and export a snapshot
          • Generate API invocation code for an exporter
          • Create a custom exporter
          • View the history of exporter executions
          • Delete an exporter
          • Archive an exporter
          • Set the purge period for records of exporter executions
        • Investigate an alert that involves a change to config data
      • Analytics and reporting using the DevOps Config Insights dashboard
      • DevOps Config reference
        • Update the associations for a deployable
        • Types of configuration data supported by DevOps Config
        • CDM data model
          • Contextual variables for config data
        • APIs and DevOps Config
        • DevOps Config roles
          • Roles in CDM
        • How encrypted data is handled
        • Domain separation and DevOps Config
          • Domain separation and CDM
        • Default DevOps Config policies
          • Generic policies
          • Kubernetes policies
          • OpenShift policies
        • Default DevOps Config exporters
    • Digital Product Release
      • Exploring Digital Product Release
        • Digital Product Release Workspace
        • Release for a product or service
        • DPR and GRC integration for release compliance
        • AI-powered release notes generation
        • Holiday schedules in a release
        • Digital Product Release flow actions
        • Release dashboards in Digital Product Release
          • Release Overview dashboard
          • Release Quality dashboard
          • Release dashboard for a multi-product release
          • Release Overview dashboard for a multi-product release
      • Configuring Digital Product Release
        • Install Digital Product Release
        • Migrate data from Release Management v2 to Digital Product Release
        • Integrate external tools from Digital Product Release Workspace
        • Create a release calendar
        • Create a release readiness target
        • Create an approval definition in Digital Product Release
        • Define policies in Digital Product Release
        • Create a release template
      • Using Digital Product Release
        • Request a new product or service
        • Manage product hierarchy using Included products
        • Create a release for a product or service
        • Create a release with a wizard
        • Define release scope using product enhancements
          • Add a product feature to a product or service
          • Add an enhancement to a product or service
          • Add a product enhancement from an epic
        • View and manage data from external tools
        • Plan product enhancements into different releases
        • Manage releases for digital products and services
          • Managing timeline-oriented releases
            • Work on a timeline-oriented release for a single product or service
            • Work on a timeline-oriented release for multiple products
          • Managing a stage-oriented release
            • Work on a stage-oriented release for a single product or service
            • Work on a stage-oriented release for multiple products
          • Managing multiple releases through release bundles
            • Create a release bundle
            • Track multiple releases from a release bundle
          • Review and update release details
          • Update the scope of a release
          • Manage configuration items in a release
          • Manage change requests in a release
          • Generate AI-powered release notes for a release
          • Manage artifacts in a release
          • Approve or reject a release task
          • Retarget a release
          • Close a release
        • View releases planned in a release readiness target
      • Digital Product Release Policy Content Pack
        • Digital Product Release data collectors
        • Digital Product Release policies
      • Digital Product Release reference
        • Components installed with Digital Product Release
        • Digital Product Release properties
        • Email notifications in Digital Product Release
        • Approval definition form
        • Release readiness target form
        • Request new product or service form
        • Release form
        • Release key date form
        • Policy status aggregation
        • Domain separation and Digital Product Release
    • Digital End-User Experience
      • Exploring Digital End-User Experience
        • DEX Architecture
        • DEX subscription
        • Using DEX or SAM for application monitoring
      • Configuring Digital End-User Experience
        • DEX system requirements
        • DEX installation and initial configuration
          • Install Digital End-User Experience
          • Create an ACC registration key
          • Test connectivity to the ServiceNow instance
          • Install ACC for DEX on Windows
            • Run ACC as a local system account user
            • Run ACC as a managed group user
          • Install ACC for DEX on macOS
          • Test Agent Client Collector connectivity
          • Install Agent Client Collector on Windows using Microsoft Intune
          • Bulk deploy Agent Client Collector on macOS using Jamf
          • Enable DEX browser extension
          • Enable DEX browser extension on multiple Windows devices
          • Enable DEX browser extension on multiple macOS devices
          • Onboard for DEX Application and Device Health
          • Configure MID-less Agent Client Collector using a single-line command
          • Convert MID-based ACC to MID-less
          • Configure ACC to use a proxy for all traffic
          • Switch ACC from one instance to another
        • Map a device user to a ServiceNow DEX user
        • DEX application monitoring
          • Add an application for monitoring
          • Edit application details
          • Add a logo for your application
          • Enable application monitoring
          • Turn off application monitoring
          • Delete an application from the monitoring list
          • View DEX administrators
          • Set up page-level monitoring
        • Managing DEX metrics collection and metric rules
          • Create metric rules
            • Specify the configuration item for metric rules
            • Define alert metric criteria
            • Add an alert action
            • Define metric rule name and status
          • Edit metric rules
          • Activate or deactivate metric rules
          • Delete metric rules
          • Collecting DEX metrics
            • Change metrics collection frequency
            • Modify collected metrics under a child policy
        • Managing DEX Agent policy
          • Create an agent policy
        • DEX remedial actions
          • Remediate an issue on the device
          • Create a remedial action
          • DEX system tables for remedial actions
          • Terminate a process on your device
          • Monitor or cancel remedial actions in DEX device page Playbook
        • Monitoring non-persistent VDIs
          • Configure non-persistent VDIs monitoring
        • DEX insights and lists
          • Set up Windows registry keys
          • Set up file management
          • Manage your system compliance report
          • Build custom queries
        • Setting up DEX Desktop Assistant
          • Download and install Desktop Assistant
            • Download Desktop Assistant installer on Windows devices
            • Download Desktop Assistant installer on macOS devices
            • Update instance URL in the Desktop Assistant configuration file
          • Configure Open Authorization details
          • Uninstall DEX Desktop Assistant
          • Customize Desktop Assistant home page
          • Customize themes for Desktop Assistant
          • Enable or disable notifications
          • Enable Virtual Agent or chat
          • Create a hyperlink card in Desktop Assistant
          • Map a card to a section
          • Delete a card from the Desktop Assistant home page
          • Add a section in the Desktop Assistant home page
          • Delete a section from the Desktop Assistant home page
        • Configuring DEX for Microsoft 365
          • Register a custom application in Microsoft Azure portal
          • Configure a connection for DEX for Microsoft 365
        • Configuring DEX for Zoom
          • Create a connected Zoom application
          • Add Zoom connection
        • Device location determination
        • DEX Alerts
          • Incidents from alerts
          • DEX alert grouping
          • Deactivate DEX alert grouping
      • Monitoring devices and applications with DEX Application and Device Health
        • DEX Application and Device Health
          • Open DEX Application and Device Health
          • Landing page
          • DEX Insights
          • Applications
          • Devices
          • Device details
          • DEX Administration
        • Monitor system performance
        • View actions in the Digital End-User Experience Action Library
        • Monitor your user apps network
        • View metrics of an installed application
        • View metrics of a web application
        • View collected metrics with Metrics analyzer
        • View client health with MCM
        • View the domain or URL for a web application
        • View agent policies
        • Monitor Microsoft Teams call quality
        • Monitor Zoom call quality using DEX
        • View Zoom room metrics
        • View system compliance
        • Using metric rules for Digital End-User Experience
          • View alerts generated from metric rules
      • Agentic AI in DEX
      • Use DEX Desktop Assistant
        • Open and log in to Desktop Assistant
        • Desktop Assistant notifications
          • Customize recipient list for Major Incident Management updates
        • Chat using Now Assist in Virtual Agent
        • View Desktop Assistant notifications
        • Test network connectivity of your device
        • Open Employee Center from Desktop Assistant
        • View outages from Desktop Assistant
        • View Desktop Assistant usage metrics
      • Digital End-User Experience reference
        • DEX Application and Device Health reference
          • Installed with DEX
          • Landing page cards
          • DEX Insights reports
          • Applications list
            • Web application — Overview page
            • Web application — Performance page
            • Web application — Devices page
            • Web application — Trends page
            • Installed application — Overview page
            • Installed application — Performance page
            • Installed application — Client health page
            • Installed application — Devices page
          • Application and Device Health usage monitoring
          • Devices list
          • Device details pages
            • Device health page
            • Applications page
            • Running processes page
            • Application performance pages
            • Advanced app metrics page
            • Device metrics page
            • Network experience pages
            • Access page
          • Administration cards
            • Application management card
            • New web or installed application form
            • Edit web or installed application form
            • Metric rules page
            • Agent policies list
            • Digital End-User Experience Remedial Actions
          • Metrics analyzer form
          • Metrics monitored by DEX for Zoom
          • Zoom call quality metrics on the Details page
        • DEX Content Playbook reference
          • DEX policies for macOS
          • DEX policies for Windows
          • DEX check definitions for macOS
          • DEX check definitions for Windows
        • DEX Desktop Assistant reference
          • Desktop Assistant usage metrics
          • Components installed with Desktop Assistant
          • Application Registries form
          • API parameters to customize Desktop Assistant notifications
          • Variables to customize a theme for Desktop Assistant
          • Resolve Desktop Assistant screen loading issue
        • Digital End-User Experience properties and settings
        • Custom reporting on DEX tables
      • Digital Experience Score​
        • Exploring Digital Experience Score​
          • Metric scores in Digital Experience Score​
        • Configuring Digital Experience Score​
          • Install Digital Experience Score​
            • Load Digital Experience Score​ demo data
            • Delete Digital Experience Score​ demo data
          • Customize metric definitions
          • Define qualitative mapping for a DEX Score metric
          • Update DEX Score survey configuration
        • Tracking digital experience using Digital Experience Score​ dashboard
          • Track application experience scores
          • Track experience scores of an individual application
          • Track device experience score
          • Track experience scores of an individual device group
        • Digital Experience Score​ reference
          • Components installed with Digital Experience Score​
          • Components installed with Digital Experience Feedback Survey
          • Digital Experience Score​ properties
          • DEX Score metric definitions
          • Metric definition form
          • DEX Score survey configuration form
          • DEX Score metrics calculation
          • DEX Score normalization for metric scores
          • Data collection frequency for DEX Score metrics
      • Proactive Engagement
        • Exploring Proactive Engagement
        • Configuring Proactive Engagement
          • Setting up Proactive Engagement
          • Configuring Proactive Engagement resolutions with DEX
          • Configuring Email as a notification channel for Proactive Engagement
          • User Criteria Settings
        • Using Proactive Engagement
          • Employee engagement experience through Proactive Engagement
          • Agent experience through Proactive Engagement
          • Proactive Engagement solution
          • Metric rule triggering Proactive Engagement through alerts
          • Proactive Engagement life-cycle management
        • Proactive Engagement reference
          • Components installed with Proactive Engagement
          • Resolution for Proactive Engagement
          • Remedial action
          • Input parameters for Remedial action in Proactive Engagement
          • Engagement Settings for Proactive Engagement
          • Limitations in Proactive Engagement
          • Proactive Engagement use cases
      • Digital End-user Experience Self-service for employees
        • Exploring Digital End-user Experience Self-service
        • Configuring Digital End-user Experience Self-service
          • Activate Proactive Engagement resolutions for DEX Self-service
          • Enable issue configurations for DEX Self-service
          • Customize DEX Self-service issue configurations
          • Create DEX Self-service issue configurations
          • Configure DEX Self-service categories and subcategories
          • Configure DEX Self-service device actions
        • Using Digital End-user Experience Self-service
          • Check device health using Employee Center
          • Check device health using Desktop Assistant
          • Check device health using Now Assist for ITSM Virtual Agent
        • Digital End-user Experience Self-service Reference
          • Components installed with DEX Self-service
          • DEX Self-service categories form
          • DEX Self-service issue configuration form
          • DEX Self-service device actions form
          • Issue configurations in DEX Self-service
          • Device heath check calculation
      • DEX for service desk agents
        • Incident investigation with DEX
          • Device health overview in incident investigation with DEX
          • Suggested resolutions in incident investigation with DEX
            • Execute suggested resolutions from incident investigation with DEX
            • Run remedial actions from the Action library
          • Monitor or cancel remedial actions in DEX incident investigation Playbook
    • Digital Portfolio Management
      • Exploring Digital Portfolio Management
        • Digital Portfolio Management Workspace homepage
        • Digital Portfolio Management life-cycle management
          • View service and service offering details
          • View business application details
          • View service instance details
        • KPI groups in Digital Portfolio Management
        • DevOps value stream metrics in Digital Portfolio Management
      • Configuring Digital Portfolio Management
        • Activate Digital Portfolio Management
        • Use the Admin Center in Digital Portfolio Management
          • Configure page headers in the DPM Admin Center
          • Configure the Info tab in the DPM Admin Center
          • Configure scheduled email reports in DPM Admin Center
          • Configure personal portfolio solution cards in the DPM Admin Center
          • View relationships of business applications and service instances in the DPM Admin Center
        • Apply the CSDM guidelines to Digital Portfolio Management
          • CSDM terms for Digital Portfolio Management
        • Integrate Digital Portfolio Management with other ServiceNow applications
          • View service and service offering data in Digital Portfolio Management
          • View business application data in Digital Portfolio Management
          • View service instance data in Digital Portfolio Management
        • Configure KPI groups in Digital Portfolio Management
          • Create KPI groups and mappings in Digital Portfolio Management
          • Configure KPIs in Digital Portfolio Management with service availability example
          • Copy a KPI group to create a new KPI group in Digital Portfolio Management
          • Update KPIs in Digital Portfolio Management
        • Configure Needs attention panels in Digital Portfolio Management
        • Configure the Digital Portfolio Management experience
        • Relate business capabilities to view in Digital Portfolio Management
        • Configure Digital Portfolio Management to integrate with Process Mining
        • Create Process Mining projects for KPI groups in Digital Portfolio Management
      • Getting started with Digital Portfolio Management
        • Personalize the Digital Portfolio Management Workspace home page
        • Create custom record views
        • Navigate enterprise portfolios in Digital Portfolio Management
      • Work with portfolios in Digital Portfolio Management
        • Personal portfolios
          • Create a personal portfolio in Digital Portfolio Management
        • Enterprise portfolios
          • DPM Portfolio Builder Overview
          • Navigate portfolio types in Digital Portfolio Management
          • Navigate service enterprise portfolio templates in DPM
          • Create enterprise service portfolios using a template
          • Create enterprise portfolios in Digital Portfolio Management
      • Work with solution data in Digital Portfolio Management
        • Work with Needs attention panels in Digital Portfolio Management
        • View relationship maps in Digital Portfolio Management
        • Create demand from Digital Portfolio Management
        • Create an improvement initiative from Digital Portfolio Management
        • List modules
        • Work with lists in Digital Portfolio Management
      • Digital Portfolio Management reference
        • Roles for Digital Portfolio Management
        • Digital Portfolio Management homepage default solution cards
        • Personal and enterprise portfolio reference
        • KPI groups installed with Digital Portfolio Management
        • Digital Portfolio Management related applications and data sources
        • Process Mining components for Digital Portfolio Management
        • Digital Portfolio Management persona
        • Digital Portfolio Management views
        • Domain separation and Digital Portfolio Management
    • ITSM Virtual Agent
      • Exploring ITSM Virtual Agent
      • Setting up ITSM Virtual Agent
        • Set up ITSM Virtual Agent
        • Set up the Local Admin Access topic
        • Set up actionable notifications for ITSM Virtual Agent
        • Set up Issue Auto Resolution for ITSM Virtual Agent
        • Enabling dialog intelligence
      • Using ITSM Virtual Agent pre-built topics
        • IT Issues pre-built topics for ITSM Virtual Agent
        • Self-Service pre-built topics for ITSM Virtual Agent
        • Citrix session pre-built topics for ITSM Virtual Agent
        • Password management topics for ITSM Virtual Agent
        • Microsoft Office 365 Group pre-built topics for ITSM Virtual Agent
        • Microsoft Active Directory pre-built topics for ITSM Virtual Agent
        • Microsoft Exchange Online meeting management pre-built topic for ITSM Virtual Agent
        • Microsoft Exchange Server meeting management pre-built topics for ITSM Virtual Agent
        • Virtual machine pre-built topics for ITSM Virtual Agent
        • Pre-built setup topics for Virtual Agent
        • Fulfiller pre-built topics for ITSM Virtual Agent
        • Reusable ITSM Virtual Agent pre-built topic blocks
          • Employee Experience topic blocks
      • ITSM Virtual Agent pre-built actionable notifications
        • Actionable notifications for incidents in ITSM Virtual Agent
        • Actionable notifications for Service Catalog requests in ITSM Virtual Agent
        • Actionable notifications for approvals in ITSM Virtual Agent
        • Actionable notifications for Password Reset for Virtual Agent
        • Actionable notifications for virtual machines in ITSM Virtual Agent
        • Actionable notifications for Issue Auto Resolution in ITSM Virtual Agent
        • Issue Auto Resolution for ITSM Virtual Agent
          • Enabling AI Search in Issue Auto Resolution
        • Tracking deflections in ITSM Virtual Agent
    • ITSM Virtual Agent Lite
      • Setting up ITSM Virtual Agent Lite
        • ITSM Virtual Agent Lite pre-built topics
    • Walk-up Experience
      • Exploring Walk-up Experience
        • Key features of Walk-up Experience
        • Devices required to deliver Walk-up Experience
      • Configuring Walk-up Experience
        • Walk-up Experience administration
          • Activate Walk-up Experience
        • Walk-up Experience portal security and access
        • Configure the Walk-up Experience portal
        • Configure Walk-up Experience service channel
        • Create or modify Walk-up Experience schedules
        • Book Walk-up Experience appointments
          • Walk-up Experience appointment booking administration
            • Enable Walk-up Experience appointment booking
            • Configure Walk-up Experience appointment booking
              • View or modify a Walk-up Experience appointment booking configuration
              • Create a record producer to capture Walk-up Experience appointment records
              • Create or modify a Walk-up Experience appointment booking service configuration
                • Configure day-level appointment booking
              • Configure daily schedules for Walk-up Experience appointment booking
              • Configure excluded hours for Walk-up Experience appointment booking
              • Activate and configure appointment booking reminders for Walk-up Experience
            • Configure Variable time slots for appointment booking
              • Configure variable time slots for appointment booking
            • Configure maximum multiple appointments
            • Configure appointment type
        • Create or modify a Walk-up Experience stockroom
        • Create or modify Walk-up Experience locations
        • Walk-up Experience kiosk
          • Create a kiosk at a location
        • Configure skill-based routing in Walk-up Experience
          • Route walk-up tasks to skilled agents
        • Create or modify Walk-up Experience notifications
        • Configure Walk-up Experience customer satisfaction surveys
          • Create or modify a Walk-up Experience customer satisfaction survey
        • Remove a Walk-up Experience location
        • Integrate Microsoft Office 365 calendar with Walk-up Experience
          • Set up Microsoft Office 365 integration for Walk-up Experience
            • Register an application using the Microsoft Azure portal
            • Register Microsoft Exchange Online as the OAuth provider
            • Create credential records for the Microsoft Exchange Online spoke
            • Create connection records for the Microsoft Exchange Online spoke
        • Badge Reader Integration for Walk-up Experience
          • Activate Badge Reader Integration
            • Installed with Badge Reader Integration
          • Walk-up Experience Badge Reader Integration setup and configuration
            • Create or modify Badge Reader Integration event handlers
            • Define and register a badge reader device using the badge reader client
            • Define and register a badge reader device manually
            • Define a user badge configuration
            • Request activation approval for a badge reader device
            • Configure Walk-up Experience for Badge Reader Integration
            • Customize badge Reader Integration
        • Enable Self-Service online check-in for Walk-up Experience
        • Configure Walk-up Experience online check-in icon to appear on Service Portal
      • Manage Walk-up Experience queue and interaction
        • View Walk-up Experience inbox
        • View assigned Walk-up Experience locations
        • Manage automatically assigned Walk-up Experience interactions
        • Manage Walk-up Experience interactions manually
        • View Walk-up Experience location stockroom and assets
          • Use platform view to fulfill a Walk-up Experience request from a stockroom
        • Use Agent Assist to expedite Walk-up Experience fulfillment
        • View and manage Walk-up Experience appointments in Agent Workspace
          • Work on Walk-up interaction
          • Create an appointment through incident
        • View and manage Walk-up Experience appointments from application navigator
        • Plan your walk-up experience visit with Employee Center
      • Monitoring Walk-up Experience performance
      • Walk-up Experience on Now Mobile
        • Book an appointment at a Walk-up Experience Tech Lounge
        • Modify an appointment at the Walk-up Experience Tech Lounge
        • Join a queue at the Walk-up Experience Tech Lounge
        • Leave a queue at the Walk-up Experience Tech Lounge
      • Walk-up Experience reference
        • Domain separation and the Walk-up Experience application
        • Components installed with Walk-up Experience
        • Quick start tests for Walk-up Experience
        • View Badge Scanner Integration scan logs
    • Workforce Optimization for ITSM
      • Exploring Workforce Optimization for ITSM
      • Getting started with Workforce Optimization for ITSM
        • Activate Workforce Optimization for ITSM
        • Configuring groups in Workforce Optimization for ITSM
          • Assign a primary assignment group for each agent
        • Admin Console in Workforce Optimization for ITSM
          • Define groups as WFO assignment groups in the Admin Console in Workforce Optimization for ITSM
          • Define access to each application in the Admin Console in Workforce Optimization for ITSM
      • Channels in Workforce Optimization for ITSM
        • Example for using channel management in Workforce Optimization for ITSM
        • Setting up Channels in Workforce Optimization for ITSM
          • Add service channels and queues
          • Create assignment rules and groups
          • Configure KPIs for service channels
          • Configure KPIs for agents
          • Configure KPIs for queues
          • Configure supervisor lists for service channels
          • Schedule the generation of a daily report
          • Channel Management extension point in Workforce Optimization for ITSM
        • Routing work items using Channels in Workforce Optimization for ITSM
          • Monitor ongoing work in service channels and queues​
          • Manage service channels and queues
          • Assist agents by joining their chat conversation
          • Allocate work items manually to agents
          • Track and analyze agent's performance
          • Override channel capacity for an agent
          • Using Voice with Workforce Optimization for ITSM
            • Associate Amazon Connect queues for ITSM to a ServiceNow instance
            • Listen in to an agent call
            • Analyze transcripts and sentiments for the Amazon Connect phone channel
          • Analyze skills for your teams in Workforce Optimization for ITSM
        • Channel Management components in Workforce Optimization for ITSM
      • Scheduling in Workforce Optimization for ITSM
        • Example for using scheduling in Workforce Optimization for ITSM
        • Setting up Scheduling in Workforce Optimization for ITSM
          • Configure the due date logic for shift approval flows
          • Configure event categories for the ITSM Manager Workspace
            • Configure an event load order in Workforce Optimization for ITSM
          • Create or enable access to event types to add them to the team calendar
          • Event type extension points in Workforce Optimization for ITSM
          • Synchronize agent calendar in Workforce Optimization for ITSM with the Microsoft Outlook calendar
            • Set up the Workforce Optimization for ITSM agent calendar integration with their Microsoft Outlook calendar
        • Scheduling your teams' work in Workforce Optimization for ITSM
          • Create a shift plan
          • Create a schedule plan
          • Enable your teams to sign up for work shifts
          • Publish a schedule plan for visibility into team coverage
          • Track and manage your teams' schedule
          • Analyze your staff alignment using Demand Forecast
          • Understanding user criteria for event types in Workforce Optimization for ITSM
            • Create user criteria for event types in Workforce Optimization for ITSM
            • Include or exclude user access for event types​
            • Verify access criteria for a group or a team member in Workforce Optimization for ITSM
          • Add events to the team calendar
          • Swap your agents' shifts in Workforce Optimization for ITSM
        • Scheduling components in Workforce Optimization for ITSM
        • Schedule Adherence in Workforce Optimization for ITSM
          • Monitor schedule adherence of your agents
          • Use time-worked summary to analyze agent schedule adherence and conformance
          • Schedule adherence extension points in Workforce Optimization for ITSM
          • Configure properties for schedule adherence and conformance
        • Demand Forecast in Workforce Optimization for ITSM
          • Setting up Demand Forecast in Workforce Optimization for ITSM
            • Configure Demand Forecast
              • Define the minimum and maximum number of agents to forecast demand
            • Modify forecast parameters to visualize forecast data
            • Create a manual adjustment for a forecast
            • Demand Forecast components in Workforce Optimization for ITSM
      • Work scheduler in Workforce Optimization for ITSM
        • Setting up Work scheduler in Workforce Optimization for ITSM
          • Customize a Work Scheduler card using the Next Experience UI Builder
          • Set up a work configuration
          • Create a Work scheduler card using the Next Experience UI Builder
            • Create a client state parameter for Work scheduler
            • Create page scripts for Work scheduler
            • Define the workItem property in the Work scheduler page configuration
            • Define event mappings for Work scheduler
            • Configure container components for Work scheduler
            • Configure a Work scheduler card heading component
            • Configure a display type component for a Work scheduler card
            • Configure an avatar component for Work scheduler
            • Associate a work scheduler card to the work configuration
          • Create extension points for Work scheduler
        • Assigning work using Work Scheduler in Workforce Optimization for ITSM
          • Assign work based on your teams' skills and capacity
          • Create a criteria for a matching rule in Work scheduler
            • Matching criteria for work items in Work scheduler
        • Work Scheduler components in Workforce Optimization for ITSM reference
      • Teams in Workforce Optimization for ITSM
        • Example for using teams in Workforce Optimization for ITSM
        • Setting up Teams in Workforce Optimization for ITSM
          • Add a system property to set default date range in Workforce Optimization for ITSM
          • Create KPI groups to monitor team performance
          • Copy a KPI group
          • Create a threshold for each KPI in a KPI group
          • Add managers to a KPI assignment group
        • Analyzing team performance using Teams in Workforce Optimization for ITSM
          • Add KPI targets for agents
          • Analyze the performance trends for your teams
          • Get insights into performance of your team
          • View the performance data of your team for a specific date
        • Teams components in Workforce Optimization for ITSM
      • Coaching in Workforce Optimization for ITSM
        • Example for using Coaching in Workforce Optimization for ITSM
        • Setting up Coaching in Workforce Optimization for ITSM
          • Configure an indicator to display in the Coaching Overview tab in Workforce Optimization for ITSM
          • Configure a list menu to display in the Learning tab in Workforce Optimization for ITSM
          • Integrate Coaching With Learning with third-party learning management systems
            • External Content Integration Sources
        • Training your teams using Coaching in Workforce Optimization for ITSM
          • Coaching Overview page
          • Learning in Workforce Optimization for ITSM
            • Create a course catalog in Workforce Optimization for ITSM
            • Create a learning library
            • Create internal learning content
            • Access external courses using Coaching with Learning
            • Assign a course item to agents
            • Create a learning path in Workforce Optimization for ITSM
            • Assign a learning path to agents
            • Create a learning task
            • Analyze quiz details in Workforce Optimization for ITSM
          • Surveys in Workforce Optimization for ITSM
            • Assess the quality of your agent's completed tasks
            • Create a survey in Workforce Optimization for ITSM
            • Assign a survey to agents or groups
        • Coaching components in Workforce Optimization for ITSM
      • Skills Management in Workforce Optimization for ITSM
        • Setting up skill prediction in Workforce Optimization for ITSM
          • Use extension points for skill prediction
        • Adding skills to agents' skill set in Workforce Optimization for ITSM
          • Add or update skills using Workforce Optimization for ITSM
          • Approve or reject recommended skills in Workforce Optimization for ITSM
        • Initiate a skill review for teams or groups
        • Approve or reject a skill review request
        • Routing work based on skills in Workforce Optimization for ITSM
          • Automatically add skills to incidents or interactions in Workforce Optimization for ITSM
        • Skill review request components in Workforce Optimization for ITSM
        • Skill Recommendation components in Workforce Optimization for ITSM
      • Advanced configurations for Workforce Optimization for ITSM
        • Workforce Optimization for ITSM reference
          • Workforce Optimization ITSM Manager Workspace components
          • Workforce Optimization for ITSM components
        • Domain separation and Workforce Optimization for ITSM
        • Global Search in Workforce Optimization for ITSM
        • Requesting time-off using the ITSM Mobile Agent for Workforce Optimization for ITSM
          • Notifications in ITSM Mobile Agent for Workforce Optimization for ITSM
          • Make a request to swap shifts or take time off using the Mobile Agent application
          • Approve or reject a shift swap using the ITSM Mobile Agent application
          • Track and manage your agent's schedule using the ITSM Mobile Agent application
        • Workforce Optimization for ITSM landing pages
          • Workforce Optimization for ITSM manager landing page
          • Workforce Optimization for ITSM Channels landing page
          • Workforce Optimization for ITSM Coaching landing page
        • Customize a Workforce Optimization for ITSM page using the Next Experience UI Builder
        • Configure filters for ITSM Manager Workspace
        • Add or remove access to assignment groups in Workforce Optimization for ITSM manager workspace
          • Using extension points to include access for specific groups in Workforce Optimization for ITSM manager workspace
          • Exclude access for specific groups in Workforce Optimization for ITSM manager workspace
          • Verify the display of the right groups in Workforce Optimization for ITSM
    • Incident Communications Management
      • Exploring Incident Communications Management
        • Incident communication plan state model
          • Incident communication plan state model (old)
      • Configuring Incident Communications Management
        • Install and activate Incident Communications Management
      • Managing Incident Communications
        • Communication plan definition
        • Communication task definition
        • Communication contact definition
        • Communication channel definition
        • Create adhoc incident communication plan
          • Create adhoc incident communication plan from Incident Communications Management
          • Create adhoc incident communication plan from incident
        • Create adhoc incident communication task from Incident Communications Management
        • Incident Communications Management and Contacts
          • Responsibilities for Incident Communication Plan
          • Define contact responsibilities
          • Create a contact definition
          • Create a default override
          • Add a user as a contact
        • Close an incident communication plan
        • Initiate conference call on incident communication task
        • Join or end conference call on incident communication task
        • Send communication updates
        • Run an incident communication plan report
        • Subscribe to incident communication notifications
      • Incident Communications Management reference
        • Components installed with Incident Communications Management
        • Domain separation and Incident Communications Management
        • Incident Communications Management integrations
          • Notify with Incident Communications Management
    • Incident Management
      • Exploring Incident Management
        • Life cycle of an Incident
      • Configuring Incident Management
        • Quick start tests for Incident Management
        • Incident Management properties
        • Incident categories and subcategories
          • Configure incident category or subcategory
          • Add a category or a subcategory
          • Delete a category or a subcategory
        • Define priority lookup rules
        • Define assignment rules for incidents
        • Incident templates and record producers
          • Create incident template
          • Create a module that uses incident template
          • Create a record producer to log incidents
          • Create a record producer using a template
        • View incident notifications
          • Email notification redirection for incident and major incident
        • Configure default user for auto-closing incidents
        • Applying CSDM guidelines to Incident Management
          • Incident Management and CSDM tables
          • Incident Management use case
          • Set up the Incident Management form
          • Incident Management considerations
        • Incident ticketing integrations
          • Uni-directional incident ticketing integrations
          • Bi-directional incident ticketing integrations
        • Configuring Microsoft Outlook to create incidents and VTB tasks
          • Activate the ServiceNow Add-in for Microsoft Office
          • Deploy the ServiceNow Add-in for Microsoft Outlook
      • Managing incidents
        • Logging an incident
        • Create an incident
        • Working with incident record form
        • Capture information on affected configuration items in an incident
        • Create a template from the incident form
        • Apply a template in the Incident form
        • View VIP status for a caller in incident
        • Use Microsoft Outlook to create incidents and VTB tasks
        • Create an incident task
        • Synchronization between an incident and its incident tasks
        • Create a record from incident
        • Create a request from an incident
        • Copy an incident or create a child incident
        • Synchronization between a parent and a child incident
        • Enable the display of incident special handling notes
        • Create a knowledge article from an incident using an article template
          • Create a knowledge article from an incident
        • View affected CIs in the dependency views map
        • Refresh impacted services and CIs for incident
        • Associate CIs with incident
        • Update the resolved incident notification template
        • Incident resolution and closure
          • Resolve and close an incident
          • Configure incidents to close automatically
          • Close multiple incidents from list
          • Create a UI action to close multiple incidents
        • Reopening an incident
        • Incident standard ticket page
          • Configure incident ticket page
      • Managing major incidents
        • Major Incident Management process
        • Major Incident Management plugins
          • Activate Incident Management - Major Incident Management
            • Components installed with Incident Management - Major Incident Management
            • Slack notification installed with Major Incident Management
        • Quick start tests for Major Incident Management
        • Create trigger rules for major incidents
        • Working on major incident management
          • Create a major incident candidate
          • Create a major incident
          • Major incident assignment
          • Accept or reject a major incident candidate
          • Associate multiple incidents with a major incident
          • Reject multiple major incident candidates using the Actions menu
          • Demote a major incident
          • Close a major incident
          • View major incident information on the Incident form
        • Major incident workbench
          • Major incident workbench UI elements
            • Major Incident workbench — Summary tab
            • Major Incident workbench — the Post Incident Report tab
            • The Communicate tab in the Major Incident workbench
            • Major Incident workbench — the Collaborate tab
          • Associate a new post incident report
          • Add communication plan from the major incident workbench
          • Add similar incidents from major incident workbench
          • Access on-call escalation path from major incident workbench
        • Legacy: Major incident overview dashboard
      • Reporting incidents
        • Legacy: Incident Management Platform Analytics Solutions
          • Legacy: ITIL dashboard
          • Legacy: Incident Overview dashboard
          • Legacy: Incident Management dashboard
          • Legacy: Incident Premium dashboard
          • Legacy: Incident Daily 7d - 28d dashboard
          • Legacy: Open Incidents Age Monitor dashboard
          • Legacy: Open Incident State Monitor dashboard
          • Legacy: Open Incidents Reports dashboard
        • Legacy: Incident SLA Management Platform Analytics Solutions
          • Legacy: Incident SLA Management dashboard
          • Legacy: Overdue by State dashboard
          • Legacy: Overdue by Age dashboard
          • Legacy: Overdue Reports dashboard
      • Agentic AI in Incident Management
      • Reference section for Incident Management
        • Domain separation and Incident Management
        • Incident Management data model
        • Incident Management plugins
          • Incident Management Best Practice – San Diego
            • Activate Incident Management Best Practice – San Diego
          • Activate Incident
            • Components installed with the Incident plugin
          • Request Incident Management — Core
          • Request ITSM Roles — Incident Management
            • Components installed with ITSM Roles — Incident Management
          • Activate Business Stakeholder
            • Installed with Business Stakeholder
          • Activate KCS Integration for Incident Management
            • Component installed with KCS Integration for Incident Management plugin
          • Activate Incident Management Notification
          • Activate Incident Updates
          • Activate Incident Management — ATF Tests
        • Features of enhanced security model adoption for incident tables
          • Activate ITSM Enhanced Security Features for Incident Management
        • Incident Management integrations
          • Universal Request integration - Incident Management
            • Request Universal Request integration for Incident Management
            • Create incident from Universal Request
            • Transfer incident
            • Create an associated ticket from an incident
            • Resolve, reopen, or close incident associated with universal request
            • Customize fields copied from Universal Request to incident
            • Restrict an incident access
    • Now Assist for IT Service Management (ITSM)
      • Exploring Now Assist for IT Service Management (ITSM)
      • Configure Now Assist for IT Service Management (ITSM)
        • Skill inputs and triggers for Now Assist for IT Service Management (ITSM)
        • Supporting information for Now Assist for IT Service Management (ITSM)
        • Configure Now Assist in Virtual Agent for ITSM
          • ITSM Virtual Agent pre-built LLM topics
          • Customize a Now Assist Virtual Agent topic
        • Customize a Now Assist for IT Service Management (ITSM) skill
        • Customize a Now Assist for IT Service Management (ITSM) Incident Summarization skill
        • Customize a Now Assist for IT Service Management (ITSM) resolution notes generation skill
        • Customize a Now Assist for IT Service Management (ITSM) Incident activity response generation skill
        • Customize a Now Assist for IT Service Management (ITSM) change risk explanation skill
      • Use agentic AI in Now Assist for IT Service Management (ITSM)
        • Important considerations for using Now Assist for IT Service Management (ITSM) agentic AI
        • Agentic AI in Now Assist for ITSM
          • IT Service Management AI agent collection Triage and categorize ITSM incidents agentic workflow
          • IT Service Management AI agent collection Investigate and resolve ITSM incidents agentic workflow
          • IT Service Management AI agent collection Manage Microsoft 365 group members agentic workflow
          • IT Service Management AI agent collection Generate post incident reviews agentic workflow
          • IT Service Management AI agent collection Generate change request plans agentic workflow
          • IT Service Management AI agent collection Notify users with Twilio agentic workflow
        • Using the IT Service Management Now Assist Voice AI agents
        • Requester AI Agents for Now Assist in Virtual Agent
        • Agentic AI Now Assist for change management
          • IT Service Management AI agent collection assess conflicts for a change request agentic workflow
          • IT Service Management AI agent collection assess quality of a change request agentic workflow
          • IT Service Management AI agent collection explain SLA agentic workflow
          • IT Service Management AI agent collection schedule a change agentic workflow
          • IT Service Management AI agent collection Suggest configuration items for a change request
          • IT Service Management AI agent collection Create outages for a change request
          • IT Service Management AI agent collection Create standard change request
          • IT Service Management AI agent collection Create standard change template proposal
        • Agentic AI in Digital End-User Experience
          • DEX issue diagnosis and resolution agentic workflow
        • Agentic AI Now Assist for Incident Management
          • IT Service Management AI agent collection Wrap-up and resolve incident agentic workflow
      • Using Now Assist for IT Service Management (ITSM) Generative AI skills
        • Summarize a chat conversation by using Now Assist for IT Service Management (ITSM)
        • Summarize a Sidebar discussion by using Now Assist for IT Service Management (ITSM)
        • Summarize an incident by using Now Assist for IT Service Management (ITSM)
        • Summarize a change request by using Now Assist for IT Service Management (ITSM)
        • Summarize an incident when reassigning it by using Now Assist for IT Service Management (ITSM)
        • Explain the risk of a change request by using Now Assist for IT Service Management (ITSM)
        • Generate the resolution notes for an incident by using Now Assist for IT Service Management (ITSM)
        • Generate a knowledge article from the Service Operations Workspace for ITSM and classic environment by using Now Assist
        • Generate a chat reply recommendation by using Now Assist for IT Service Management (ITSM)
        • Generate an email response by using Now Assist for IT Service Management (ITSM)
        • Generate a Major Incident email content recommendation by using Now Assist for IT Service Management (ITSM)
        • Ask questions about an incident by using the Now Assist panel
        • Request the generative AI capabilities in ITSM by using the Now Assist panel
        • Use self-service to deflect incidents in a ServiceNow portal using Now Assist
        • Analyze sentiments in Now Assist for IT Service Management (ITSM)
        • Suggested steps generation in Now Assist for IT Service Management (ITSM)
        • Generate a response in the activity stream
        • Generate release notes for a release
    • On-Call Scheduling
      • Exploring On-Call Scheduling
        • On-Call Scheduling capabilities
        • On-Call Scheduling new schedule engine
        • On-Call Scheduling new trigger engine
      • Configuring On-Call Scheduling
        • Activate On-Call Scheduling
        • Setting up Slack as a contact method
        • Setting up SMS and voice messaging as contact methods
        • Set up Microsoft Teams as a contact method for an on-call escalation
        • Set up mobile push as a contact method for an on-call escalation
        • Setting up custom providers as communication channel
      • Viewing schedules and request time-off
        • View On-Call schedules
        • Configure my availability and contact preferences
        • View my group schedules
        • View my personal schedule on the My Schedule report
        • Request time off and suggest who can cover
        • View my On-Call calendar on my calendar app
      • Managing schedules and shifts
        • Enable users to subscribe to the On-Call calendar
        • Configure preferences for a user group
        • Configure On-Call communication channel
        • Override contact preferences for a shift
        • Configure or update an On-Call shift
          • Configure a roster
          • Update shift details from the On-Call calendar
          • Send or resend reminders of an upcoming shift
          • Configure the lead time for email reminders
          • Manage requests for time off
          • Resolve gaps, conflicts, and time-off requests in a shift
          • Managing roster members
            • Add a new or returning employee to a roster
            • Modify the order of a member in a roster
            • Remove a member from a roster
        • Configure or update an On-Call schedule
          • Updating an On-Call schedule
          • Update a schedule entry
          • Specify the sources of contact information for schedule notifications
          • Manage shifts from the Calendar view
          • Manage shifts from the Timeline view
        • Set a shift to Draft mode while waiting for info
        • Delegate the shift manager [rota_admin] role
      • Viewing On-Call Scheduling reports
        • Run an Escalations report to view who is on call
        • Run a Schedule report to view my schedule
        • Legacy: Viewing Escalation Overview reports
        • Legacy: Viewing the Performance reports for escalations
        • Legacy: Viewing Group Overview reports
      • Defining On-Call Scheduling escalation process
        • Escalations in On-Call Scheduling
          • Designing an escalation process
            • Configure a table for escalation trigger rules
            • Create an escalation trigger rule
            • Create an escalation policy
            • Escalation and reminder settings for rosters
            • Example escalation reports
          • Track the progress of an escalation
          • View details in an escalation log
        • Assigning On-Call Scheduling roles
        • Create a shift template to simplify configuring shifts
        • Create a group template to simplify configuring schedules
      • Mobile experience for On-Call Scheduling
        • Getting started with the On-Call Scheduling mobile app
        • Mobile On-Call Scheduling overview
        • Manage work with ITSM Mobile Agent
        • Manage team with ITSM Mobile Agent
      • Reference for on-call scheduling
        • Definitions of On-Call Scheduling terms
        • Components installed with On-call scheduling
          • Tables installed with On-Call Scheduling
          • Scheduled jobs installed with On-Call Scheduling
        • Quick start tests for On-Call Scheduling
        • System properties for On-Call Scheduling
        • On-Call Scheduling subflows
          • Subflows installed with On-Call Scheduling
        • On-Call Scheduling workflows
          • Workflow Activities for On-Call Scheduling
        • Domain separation and On-Call Scheduling
    • Problem Management
      • Exploring Problem Management
        • Problem Management process
          • Life cycle of a problem
          • Life cycle of a problem task
        • Problem Management models
      • Configuring Problem Management
        • Migration Utility
          • Introducing activities for migration
          • Preparing for migration
          • Migration job
            • Resolve blocking modifications
            • Review warning modifications
            • Map problem states
            • Map problem task states
            • Activate Problem Management Best Practice — Madrid — State Model
            • Prepare base plugins
            • Restore base plugins
            • Resolve blocking and warning modifications
            • Migrate active records
            • Migrate inactive records
            • Migrated
            • Modifications
          • Activities to clean up after migration
            • Update dashboard overview
        • Problem Management plugins
          • Activate Problem Management
            • Components installed with Problem Management
          • Activate Problem Management Best Practice — Jakarta
          • Request ITSM Roles — Problem Management
            • Components installed with ITSM Roles — Problem Management
          • Activate Problem Management Best Practice — Madrid
            • Components installed with Problem Management
          • Activate Business Stakeholder
            • Installed with Business Stakeholder
          • Activate Problem Management Best Practice — Madrid — State Model
          • Activate Problem Management Best Practice — Madrid — Knowledge Integration
            • Components installed with Problem Management
          • Activate Problem Management — ATF Tests
        • Configure the problem form
          • Configure the problem form layout
          • Add a field in the assess mandatory field dialog
          • Redesign the problem form
          • Configure problem categories
        • Define an assignment rule for problems
        • Categorize a problem as a major problem
        • Enable Problem Management models
        • Create a problem model
        • Create a problem task model
        • Applying CSDM guidelines to Problem Management
          • Problem Management and CSDM tables
          • Problem Management use case
          • Problem Management considerations
      • Managing Problems
        • Create a problem
          • Create a problem (legacy)
        • Assess a problem
        • Add multiple incidents to a problem
          • Extension point for Problem Management
        • Associate CIs with Problem
        • Investigate root cause of a problem
        • Resolve and complete a problem
        • Create change request from a problem
        • Add multiple change requests to a problem
        • Create a problem task
        • Assess a problem task
        • Complete a problem task
        • Resolve related incidents from a problem
      • Communicating the outcome of a problem
        • Communicate workaround for Problem
        • Communicate a fix
        • Knowledge articles from problems
          • Use the knowledge check box
        • Create a known error article
        • Post knowledge
      • Reference section for Problem Management
        • Problem form
        • Problem Task form
        • Problem model form
        • Problem task model form
        • Problem Management model state transition condition form
        • Legacy Problem form
        • Known error article form
        • Data lookup for prioritizing problems
        • Problem management properties
        • Quick start tests for Problem Management
        • Domain separation and Problem Management
        • Data for problem resolution
        • Synchronization between incident and problem records
        • Working with contextual search
        • Legacy: Problem Management Platform Analytics Solutions
          • Legacy: Problem Overview dashboard
          • Legacy: Problem Management dashboard
          • Legacy: Problem Premium dashboard
          • Legacy: Problem daily 7d - 28d dashboard
          • Legacy: Open Problem Age Monitor dashboard
    • Release Management
      • Exploring Release Management
        • Release Management concepts
        • Business stakeholder role for Release Management
      • Configuring Release Management v2
        • Activate Release Management
      • Using Release Management v2
        • Product hierarchy in Release Management
        • Define a product in Release Management
        • Define a release in Release Management
        • Define a release phase in Release Management
        • Define scope of a release in Release Management
      • Release Management v2 reference
        • Components installed with Release Management
        • Default state categories for Release and Release task tables
        • Software control distribution
        • Domain separation and Release Management
    • Request Management
      • Exploring Request Management
        • Request Management architecture
      • Configuring Request Management
        • Request Management integration with Universal Request
          • Create a request from Universal Request
          • Requested item state mapping
          • Transfer a request to another department
      • Agent Workspace for Request Management
        • Create a catalog request in Agent Workspace
      • Request Management reference
        • Domain separation in Request Management
        • Request ITSM Roles - Request Management
          • Components installed with ITSM Roles — Request Management
        • Activate Business Stakeholder
          • Installed with Business Stakeholder
    • Service Builder
      • Install Service Builder
      • Roles installed with Service Builder
      • Service Builder approval flow
      • Create a service in Service Builder
      • Create a service offering in Service Builder
    • Service Operations Workspace for ITSM
      • Exploring Service Operations Workspace for ITSM
        • Access Service Operations Workspace for ITSM
        • Service Operations Workspace for ITSM user interface
        • Service Operations Workspace for ITSM for ITSM landing page
        • Exploring Recommended Actions for ITSM in Service Operations Workspace
        • Exploring On-call Scheduling in Service Operations Workspace
      • Configuring Service Operations Workspace for ITSM
        • Migration from ITSM Agent Workspace to Service Operations Workspace for ITSM
          • Install the Migration Utility for Service Operations Workspace
          • Configure the migration of a custom ITSM table from ITSM Agent Workspace to Service Operations Workspace for ITSM
          • Create a basic authentication configuration to migrate from ITSM Agent Workspace to Service Operations Workspace for ITSM
          • Migrate from ITSM Agent Workspace to Service Operations Workspace for ITSM
            • Configurations and customizations that can be migrated from ITSM Agent workspace to SOW for ITSM
              • Migration of UI actions and layouts from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Perform post-migration tasks for UI actions and layouts
              • Ribbons migration from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Perform post-migration tasks for ribbons
              • Migration of view rules from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Perform post-migration tasks for view rules
              • New record menu items migration from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Perform post-migration tasks for new records
              • Migration of highlighted fields in lists and forms from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Perform post-migration tasks for highlighted fields in list and forms
              • List actions migration from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Migrate the client script from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Migrate the server script from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Migrate the client action from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Migrate the UI component from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Perform post-migration tasks for list actions
              • List categories and modules migration from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Perform post-migration tasks for list categories and modules
              • Migration of form headers from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Perform post-migration tasks for form headers
              • Migration of search configurations from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Perform post-migration tasks for search configurations
              • Migration of Agent assist from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Perform post-migration tasks for Agent assist configuration
              • Migration of Related list declarative actions from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Migrate the client script from ITSM Agent Workspace to Service Operations Workspace
                • Migrate the server script from ITSM Agent Workspace to Service Operations Workspace
                • Migrate the client action from ITSM Agent Workspace to Service Operations Workspace
                • Migrate the UI component from ITSM Agent Workspace to Service Operations Workspace
                • Perform post-migration tasks for related list declarative form actions
              • Migration of field decorators from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Migrate the client script from ITSM Agent Workspace to Service Operations Workspace for field decorators actions
                • Migrate the server script from ITSM Agent Workspace to Service Operations Workspace for field decorators actions
                • Migrate the client action from ITSM Agent Workspace to Service Operations Workspace for field decorators actions
                • Migrate the UI component from ITSM Agent Workspace to Service Operations Workspace for field decorators actions
                • Perform post-migration tasks for field decorators form actions
        • Getting started with Service Operations Workspace for ITSM
          • Roles in Service Operations Workspace for ITSM
          • Users in Service Operations Workspace for ITSM
          • Configure the theme for Service Operations Workspace for ITSM
          • Access controls in Service Operations Workspace for ITSM
            • Types of landing pages in Service Operations Workspace for ITSM
            • Configure the audience for the SOW landing page
            • Configure service desk groups to access the Service Operations Workspace landing page
          • Landing page redirection in Service Operations Workspace for ITSM
            • Redirect non-admin users to Service Operations Workspace
            • Redirect agents of a specific group to Service Operations Workspace
            • Disable auto-redirection for all agents to Service Operations Workspace
          • Landing page configurations in Service Operations Workspace for ITSM
            • Configure record creation from the new tab menu in Service Operations Workspace
            • Restore the greeting banner on the landing page
            • Configure the header message on the landing page
            • Configure the space man on the landing page
            • Configure the donut color in the Overview section
            • Configure the donuts in the tier 1 landing page
            • Configure the donuts in the tier 2 landing page
            • Configure the visibility of landing page sections
            • Configure the Announcements section on the landing page
            • Configure the Upcoming section on the landing page
          • Record page configurations in Service Operations Workspace for ITSM
            • Configure the incident record page in SOW for ITSM
            • Configure the change record page in SOW for ITSM
          • Contextual side panel configurations in Service Operations Workspace for ITSM
            • Configure contextual side panel tabs in Service Operations Workspace
            • Configuring Recommended Actions for ITSM in Service Operations Workspace
            • Configure the Agent Assist tab in Service Operations Workspace
              • Edit the table configuration for Agent Assist in Service Operations Workspace
            • Customize the on-call support group recommendations
          • Configure notifications in Service Operations Workspace for ITSM
          • Configure search resources for an interaction in Service Operations Workspace for ITSM
          • Setting up Major Incident Management in Service Operations Workspace
            • Activate Major Incident Management in Service Operations Workspace
            • Configuring Major Incident Management in Service Operations Workspace
              • Assign the Major incident manager role
              • Configure major incident trigger rules
              • Setting up communication templates and plans in Major Incident Management
                • Configure a communication template for email in Major Incident Management
                • Configure a communications template for SMS in Major Incident Management
                • Configure a communication plan in Major Incident Management
              • Assign a playbook to Major Incident Management
                • Designing a major incident playbook
              • Configure email notifications in Major Incident Management
              • Configure the timeline events for a Post Incident Report
          • Configuring Problem Management in Service Operations Workspace
            • Configure the problem form layout in Service Operations Workspace
            • Configure the problem task form layout in Service Operations Workspace
            • Configure problem modals shown during state transitions
            • Configure problem task modals shown during state transitions
            • Configure properties for Problem Management in Service Operations Workspace
            • Create a task type for problem or change in Service Operations Workspace
            • Define priority lookup rules for Problem Management in Service Operations Workspace
            • Enable Problem Management models in Service Operations Workspace
            • Create a problem model in Service Operations Workspace
            • Create a problem task model in Service Operations Workspace
            • View the SLA details for problems
          • Configure IT Agent Dashboard in Service Operations Workspace for ITSM
          • Enable collaboration services for configurable workspaces
            • Migrate the collaborate and Microsoft Teams import screens to new Collaboration services screens
        • Setting up integrations in Service Operations Workspace for ITSM
          • Setting up Investigation Framework in Service Operations Workspace
            • Setting up investigation framework using Agent Client Collector for Investigation
              • Install Agent Client Collector for Investigation
            • Setting up investigation framework using Microsoft Endpoint Configuration Manager for Investigation
              • Install Microsoft Endpoint Configuration Manager(MECM) for Investigation
              • Configuring CI metrics for Microsoft Endpoint Configuration Manager for Investigation
                • Configure system overview - msinfo32 metrics
                • Configure system overview - dsregcmd metrics
                • Configure asset utilization metrics
                • Configure processes metrics
                • Configure services metrics
                • Configure logged in users metrics
                • Configure Installed application metrics
                • Configure remedial action - Restart Service
                • Configure remedial actions - End Process
                • Create a script in Microsoft Endpoint Configuration Manager
                • Extend hardware inventory
                • Verify a CMPivot entity
            • Configure a metric definition
            • Configure CI Actions
            • Configure the Remedial Actions Framework
          • Setting up Service Desk assisted Password Reset in Service Operations Workspace
            • Assign the Password Reset Service Desk role to the user
            • Create credential store for Password Reset in Service Operations Workspace
            • Create password reset process in Service Operations Workspace
            • Configure the verification methods for service desk process in Service Operations Workspace
              • Create verification settings
              • Map the password reset process
              • Map the UXF routes
            • Configure the password policies
            • Configure the session properties
          • Setting up Recommendation Framework in Service Operations Workspace
            • Configure Recommendation Framework for an incident in Service Operations Workspace
          • Setting up Recommended Actions for ITSM
          • Setting up AI Search in Service Operations Workspace for ITSM
          • Install Universal Request for Service Operations Workspace
          • Install Universal Task for Service Operations Workspace
        • Admin Center in Service Operations Workspace for ITSM
          • Manage configurations in Service Operations Workspace for ITSM
          • Migrate the existing charts to PAR dashboard in Service Operations Workspace for ITSM
        • Configuring Service Operations Workspace for ITSM to improve your experience
          • Assign the service desk agent role to the user in Service Operations Workspace
          • Reorder the navigation pane modules in Service Operations Workspace for ITSM
          • Configure the inbox in Service Operations Workspace
            • Enable automatic assignment of interactions to an agent
          • Configure alerts in Service Operations Workspace
          • Configure the list page in Service Operations Workspace for ITSM
          • Configuring record pages in Service Operations Workspace for ITSM
            • Configure a record page tab in Service Operations Workspace
            • Configure a task record form in Service Operations Workspace
            • Define and customize activity stream tags
            • Configure the Assign or Resolve dialog box for an incident or change request in Service Operations Workspace
            • Configure the experts On-call panel for an incident
            • Create a task type for problem or change in Service Operations Workspace
            • Configuring Standard Record Page in Service Operations Workspace
              • Adding Declarative Actions on the Standard Record Page
              • Custom Modal Migration in Standard Record Page
              • Modify the Record Page in the Service Operations Workspace using the Standard Record Page
              • Configure the Agent Assist tab in Service Operations Workspace using the Standard Record Page
                • Edit the table configuration for Agent Assist in Service Operations Workspace using the Standard Record Page
          • Configure the task record information in the MS Teams Import tab
          • Specify the refresh duration for user presence in Service Operations Workspace
          • Configuring Interaction Management in Service Operations Workspace
            • Configure the duration to view the requester's activities for an interaction in Service Operations Workspace
            • Hide the inbox in Service Operations Workspace
            • Automatically close an interaction in Service Operations Workspace
            • Configure the display of requester related records in an interaction
            • ITSM Configurable Workspace chat session tabs in SOW
              • Configure chat session tabs in SOW
            • ITSM voice interaction record page
          • Configuring Notify in Service Operations Workspace
            • Configure a provider for Notify in Service Operations Workspace
            • Configure Notify properties for SOW
            • Configure Notify connector for Microsoft Teams from Service Operations Workspace
          • Enable Computer Telephony Integration providers to interact with the Service Operations Workspace
      • Customizing Service Operations Workspace for ITSM to align with your requirements
        • Create a copy of the Service Operations Workspace landing page
        • Customize Service Operations Workspace landing page
        • Customize the incident record page
      • Operating IT services in your organization
        • Play a guided tour in Service Operations Workspace
        • Add a user-specific quick link on the ITSM landing page
        • Create a list in Service Operations Workspace
        • Live Agent chat in Service Operations Workspace
        • Interaction Management in Service Operations Workspace
          • Create an interaction in Service Operations Workspace
          • Work on an interaction in Service Operations Workspace
          • Collaborate using Microsoft Teams from an interaction record in Service Operations Workspace
          • Associate an interaction with a task record
          • Interaction wrap up with modeless dialog in Service Operations Workspace
        • Incident Management in Service Operations Workspace
          • Create an incident in Service Operations Workspace
          • View and update incident information on the Overview tab in SOW
          • Viewing incident record information using the Contextual side panel
          • Work on an incident list page in Service Operations Workspace
          • Work on an incident record in Service Operations Workspace
          • Remedial actions using Playbook
          • Close resolved incident
          • Reopen an incident in Service Operations Workspace
          • Incident Management in Service Operations Workspace reference
            • Components installed with Agent Client Collector for Investigation
            • Components installed with Microsoft Endpoint Configuration Manager for Investigation
            • Components installed with Remedial Actions Framework
            • Components installed with Metrics and CI Actions Framework
            • Features of the Investigation tab
              • Viewing the historical data of CI metrics
              • Digital End-User Experience and Service Observability UI experience on investigate tab
            • Extension points for batch processing in Service Operations Workspace
            • Quick start tests for Incident Management in Service Operations Workspace
        • Request Management in Service Operations Workspace
          • Create a catalog request in Service Operations Workspace
          • View and approve records in Service Operations Workspace
        • Change Management in Service Operations Workspace
          • Create a change request in Service Operations Workspace
          • Work on a change request in Service Operations Workspace
          • Standard change catalog
            • Propose a standard change template
            • Modify a standard change template
          • Create a change task in Service Operations Workspace
          • Work on a change task in Service Operations Workspace
          • Create a Change Advisory Board (CAB) definition
          • Create a CAB meeting
            • Add an agenda item to a CAB meeting
            • Manage attendees in a CAB meeting
          • Conduct a CAB meeting in the CAB workbench
      • Managing IT services in your organization
        • Knowledge Management in Service Operations Workspace
          • Work on a knowledge article in Service Operations Workspace
        • Major Incident Management in Service Operations Workspace
          • Major Incident Management process in Service Operations Workspace
          • Managing a major incident record
            • Propose a major incident
            • Managing major incidents using playbooks
              • Manage major incidents using the MI playbook
              • Manage major incidents using the Advanced MI playbook
            • Promote a major incident
            • Communicating with stakeholders about incidents and major incidents in SOW
              • Compose communications for incidents and major incidents
              • Manage recipients in a communication task
              • Create an adhoc communication task
              • Manage an announcement for communicating about major incidents
            • Collaborate with stakeholders during a major incident
              • Create adhoc communication and collaboration using the Related record tab
            • Resolve and close a major incident
            • Review and update a post incident report
        • On-Call Scheduling in Service Operations Workspace
          • Configuring On-Call Scheduling in Service Operations Workspace
            • Create new form
            • Create and edit shift in Service Operations Workspace
            • Create notification preference rule
              • Edit On-call team preference using Teams menu
              • Edit delivery channel
            • Escalation triggers and policies
              • Create escalation trigger rules and policy from team record
          • Scheduling in service operation workspace
            • Manage your work and schedule absence
            • Manage shifts in service operation workspace
          • On-call support for an incident in Service Operations Workspace
        • Problem Management in Service Operations Workspace
          • Create a problem in Service Operations Workspace
          • Work on a problem in Service Operations Workspace
          • Problem Management models in Service Operations Workspace
          • Create a problem task in Service Operations Workspace
          • Work on a problem task in Service Operations Workspace
          • Problem Management in Service Operations Workspace reference
            • Problem form
            • Problem task form
        • Recommendation Framework in Service Operations Workspace
          • Recommendation rules for an incident in Service Operations Workspace
        • Recommended Actions for ITSM in Service Operations Workspace
          • Get Guidance based recommendations
          • Get field recommendations
          • Recommended Actions for ITSM reference
            • Contexts in Recommended Actions for ITSM
            • Rules in Recommended Actions for ITSM
            • Guidance based recommendations in Recommended Actions for ITSM
            • Field level recommendations in Recommended Actions for ITSM
            • Guidances in Recommended Actions for ITSM
            • Resource generators in Recommended Actions for ITSM
        • ServiceNow integrations with Microsoft Teams in Service Operations Workspace
          • Collaborate on a task record using Microsoft Teams in Service Operations Workspace
        • Service Level Management in Service Operations Workspace
        • Walk-up Experience management in Service Operations Workspace
          • Work on Walk-up interaction in Service Operations Workspace
          • Create an appointment through incident
        • Collaboration in Service Operations Workspace
          • Notify in Service Operations Workspace
            • Use Twilio to make conference calls in Service Operations Workspace
              • Start and end a conference call from Twilio in Service Operations Workspace
              • Join or leave a conference call from Twilio in Service Operations Workspace
              • Administer an existing Twilio call in Service Operations Workspace
              • Reinitiate a conference call from Twilio in Service Operations Workspace
              • View a conference call recording from Twilio in Service Operations Workspace
            • Use Webex for conference calls in Service Operations Workspace
              • Start a conference call using Webex in Service Operations Workspace
              • Add participants to an existing Webex call in Service Operations Workspace
              • Reinitiate a conference call from Webex in Service Operations Workspace
            • Use Zoom to make conference calls in Service Operations Workspace
              • Start a conference call using Zoom in Service Operations Workspace
              • Manage Zoom conference calls in Service Operations Workspace
                • Add participants to an existing Zoom call in Service Operations Workspace
                • Join a conference call from Zoom in Service Operations Workspace
                • Mute participants from a Zoom conference call in Service Operations Workspace
              • Leave a Zoom conference call in Service Operations Workspace
              • End a Zoom conference call in Service Operations Workspace
              • Reinitiate a conference call from Webex in Service Operations Workspace
            • Use Microsoft Teams to make conference calls in Service Operations Workspace
              • Start a conference call using Microsoft Teams in Service Operations Workspace
              • Manage Microsoft Teams conference calls in Service Operations Workspace
                • Add participants to an existing Microsoft Teams call in Service Operations Workspace
                • Join a conference call from Microsoft Teams in Service Operations Workspace
                • Mute participants from a Microsoft Teams conference call in Service Operations Workspace
              • Leave a Microsoft Teams conference call in Service Operations Workspace
              • End a Microsoft Teams conference call in Service Operations Workspace
              • Reinitiate a conference call from Microsoft Teams in Service Operations Workspace
              • View a conference call recording from Microsoft Teams in Service Operations Workspace
          • Initiate a chat from Sidebar in Service Operations Workspace
        • Computer Telephony Integration in Service Operations Workspace
        • Universal Request in Service Operations Workspace
          • Create a Universal Request in Service Operations Workspace
          • Cancel a Universal Request in Service Operations Workspace
          • Use Agent assist in Service Operations Workspace
          • Transfer a primary ticket in Service Operations Workspace
          • Restrict or unrestrict universal request access in Service Operations Workspace
          • Mark the universal request as unrestricted in Service Operations Workspace
          • Universal Request in Service Operations Workspace reference
        • Universal Task in Service Operations Workspace
          • Create a universal task for a universal request in Service Operations Workspace
          • Universal Task in Service Operations Workspace reference
        • Resetting password using Service-desk assisted Password Reset in Service Operations Workspace
          • Reset password using service-desk assistance
          • Unlock the user account
          • Password Reset in Service Operations Workspace reference
      • Optimizing IT services in your organization
        • Workforce Optimization for ITSM in the Service Operations Workspace
          • Access your profile in Service Operations Workspace
          • Service Operations Workspace - Scheduling
            • Manage your schedule using the Service Operations Workspace
            • Approve or reject a shift-swap in Service Operations Workspace
            • Request time off using ITSM Virtual Agent
            • Clock-in and clock-out your work shift in Service Operations Workspace
            • Sign up for your preferred shifts
          • Service Operations Workspace - Learning
            • Learning path and course item discovery in Service Operations Workspace
              • Enroll in Learning to take a learning course or complete a learning path
              • Complete learning tasks using the Service Operations Workspace
          • Review skills to add to your skill set
          • Take a survey in Service Operations Workspace
      • Service Operations Workspace for ITSM reference
        • Terminology in Service Operations Workspace for ITSM
        • Version compatibility between Service Operations Workspace for ITSM and Service Operations Workspace ITOM
        • Additional roles for SOW admin
        • Service Operations Workspace for ITSM data model
        • Components installed with Service Operations Workspace ITSM Applications
    • Service Portfolio Management
      • Exploring Service Portfolio Management
        • Use Service Portfolio Management services
        • Service Portfolio Management portfolios
      • Configuring Service Portfolio Management
        • Activate Service Portfolio Management
        • Service Portfolio Management activation administration
        • Applying the CSDM guidelines to Service Portfolio Management
        • Set up services and commitments in Service Portfolio Management
        • Install the Service Portfolio Management Sample Content Pack
          • View Service Portfolio Management sample IT services portfolio content
      • Using Service Portfolio Management
        • Create portfolios in Service Portfolio Management
          • Service Portfolio Management taxonomy
            • Create taxonomy layer definitions
            • Create taxonomy nodes
        • Create a service in Service Portfolio Management
        • Apply scope to a service in Service Portfolio Management
        • Edit and manage service portfolios in Service Portfolio Management
          • Manage the CSDM life cycle fields in Service Portfolio Management
          • Remap service portfolio taxonomy nodes in Service Portfolio Management
        • Service offerings in Service Portfolio Management
          • View a service offering in Service Portfolio Management
          • Create a service offering in Service Portfolio Management
          • Add a commitment to a service offering in Service Portfolio Management
          • Assign multiple teams to support a service offering
          • Subscribe users to a service offering in Service Portfolio Management
          • Create catalog items for service offering subscribers in Service Portfolio Management
          • Reporting for services and service offerings in Service Portfolio Management
          • Service Portfolio Management service offering price
        • Log outages in Service Portfolio Management
        • View availability results in Service Portfolio Management
        • Set the time zone for availability results in Service Portfolio Management
        • Convert services in bulk in Service Portfolio Management
        • View Service Level Agreement (SLA) results in Service Portfolio Management
      • Service Portfolio Management reference
        • Installed with Service Portfolio Management
        • Domain separation and Service Portfolio Management
    • Service Owner Workspace
      • Exploring Service Owner Workspace
        • Service Owner Workspace performance metrics
      • Setting up Service Owner Workspace
        • Activate Service Owner Workspace
          • Installed with Service Owner Workspace
        • Quick start tests for Service Portfolio Management Premium
        • Service Owner Workspace Migration Dashboard
        • Service Owner Workspace integrations
        • Configure Service Owner Workspace metric definitions
        • Configure Service Owner Workspace portfolio metrics
        • Generate a service offering availability
        • Change scope to Service Portfolio Management Premium
        • Create indicators in Service Portfolio Management Premium
      • Using Service Owner Workspace
        • Access Service Owner Workspace
        • Service offering to catalog item relationships
        • Service Portfolio Management Premium notifications
        • Service Owner Workspace Service Offering survey
        • Financial Management for Service Owner Workspace
          • Configure the estimated spend offering cost source
    • Service Level Management
      • Exploring Service Level Management
        • Service Level Management concepts
        • Define a service contract
        • Service Level Agreement (SLA) breakdown definitions
        • Service Level Agreement (SLA) processing
          • Actual and business elapsed times
        • SLA timer
      • Configuring Service Level Management
        • Service Level Management plugins
          • Activate Service Level Management
            • Installed with Service Level Management
          • Activate SLA Breakdown definitions
            • Installed with SLA breakdown definitions
          • Activate SLA timeline
            • Script includes installed with SLA timeline
          • Activate Service Level Management - SLA Timer Config API
            • Installed with Service Level Management - SLA Timer Config API
            • Script Includes installed with SLA Timer Config API
        • Configure Service Level Agreement (SLA)
          • Service Level Agreement (SLA) definition
            • Create an SLA definition
        • Configure SLA retroactive start and pause
        • Configure the SLA timer
        • Extend SLA condition rules
          • Create a custom SLA condition rule
          • Invoke an SLA condition rule globally
          • Invoke SLA condition rules on a specific SLA definition
        • Create SLA breakdown definitions
      • Using Service Level Management
        • SLA calculation
          • Run the 2011 SLA engine asynchronously
          • Recalculate SLA times automatically
          • Use exact times in SLA calculations
        • Repair Service Level Agreement (SLA)
          • Configure SLA repair
          • Repair SLA from a form
          • Repair SLAs from a list
        • View SLA timeline
        • Add custom business rules to Service Level Agreement (SLA)
        • Add custom business rules to Service Level Agreement (SLA) considerations
        • Monitoring Service Level Agreement (SLA)
          • Verify SLA definition using SLA timeline
      • Service Level Management reference
        • Flows for SLA
        • SLA notifications
        • SLA duration types
        • Schedules within SLA
        • SLA duration and schedules
        • Time zones in SLAs
        • SLA conditions
        • SLA transitions
        • SLA condition rules
          • SLAConditionBase script
          • SLAConditionSimple script
        • Service Level Agreement (SLA) process example
        • Scheduled jobs for SLA
        • SLA timeline
          • Understand why an SLA did not trigger as expected
          • Use SLA timeline to determine business schedule
          • Use SLA timeline to understand SLA stage change
          • Use SLA Timeline to validate a new SLA definition
        • Service Level Agreement (Legacy) engines
          • Legacy SLA fields
          • Upgrade SLA to 2011 engine
          • Organize the migration process
          • Convert an SLA to an SLA Definition
          • Reactivate escalation engine
        • Task SLA table
        • Service level management overview dashboard
        • Platform Analytics Solutions for Service Level Management
          • Service level management PA dashboard
        • Domain separation and Service Level Management
        • Quick start tests for Service Level Management
        • Configure Service Level Agreement (SLA) properties
        • Migrate to service level management
    • ITSM Success Dashboard indicators
      • Exploring ITSM Success Dashboard indicators
        • ITSM Success Dashboard indicators components
        • ITSM Success Dashboard indicators KPI definitions and formulas
          • Performance overview
          • Service Quality
          • Operational Success
      • Configuring ITSM Success Dashboard indicators
        • Install ITSM Success Dashboard indicators
        • ITSM Success Dashboard Admin console
          • Set the refresh interval for Success Dashboard indicators
            • Configure the knowledge base for ITSM Success Dashboard indicators
          • Configure Virtual Agent topics for ITSM Success Dashboard
            • Configure Virtual Agent topics for ITSM Success Dashboard indicators
            • Configure Virtual Agent topics for ITSM Success Dashboard using self-service analytics
          • Update the live agent script include
          • Set fulfillment automation level of catalog item for the Success Dashboard indicators
          • Activate Performance Analytics jobs for ITSM Success Dashboard indicators
          • Configure Success Dashboard indicators KPIs
            • Add contributing indicators
            • Add time savings
            • Update more information cards
            • Create a cost savings indicator for ITSM Success Dashboard
            • Modify the currency code for ITSM Success Dashboard indicators
        • Operational Success Admin Console
          • Create an operational success dashboard
        • Benchmarks admin console
        • Run Update formula script for ITSM Success Dashboard indicators
        • Identify the automation opportunities on ITSM Success Dashboard
      • Maximise the benefits of using the ITSM Success Dashboard indicators
        • Monitoring the KPIs of your ITSM implementation
        • Share the Success Dashboard indicators
        • Benchmarks for Success Dashboard indicators
        • Estimated Cost Savings for Success Dashboard indicators
        • View metrics for selected period in ITSM Success Dashboard indicators
        • Create target for the KPI in the Success Dashboard
      • ITSM Success Dashboard indicators reference
        • Success Dashboard indicators user roles and responsibilities
    • Task Outage
      • Activate Task-Outage Relationship
        • Components installed with Task-Outage Relationship
      • Add the Outage UI action to another task form
      • Associate a task with an outage
      • Create an outage from a task
      • Domain separation and task outage
    • Task Intelligence for ITSM
      • Exploring Task Intelligence for ITSM
        • Task Intelligence for ITSM Admin Console
      • Configuring Task Intelligence for ITSM
        • Install Task Intelligence for ITSM
      • Managing Task Intelligence for ITSM models
        • Create an incident prediction model in Task Intelligence for ITSM
          • Set up your incident prediction model
        • Create a similar records prediction model in Task Intelligence for ITSM
          • Set up similar records prediction model
            • Define the purpose
            • Train the similarity model
            • Assess the similarity model
            • Deploy the similarity model
        • Edit an incident prediction model in Task Intelligence for ITSM
        • Export an incident prediction model
      • Monitoring and Analytics for Task Intelligence for ITSM
      • Task Intelligence for ITSM reference
        • Components installed with Task Intelligence for ITSM
    • Collaboration services
      • Exploring Collaboration services
        • Process flow for Slack communication
          • Add a collaborative communication task
            • Create a Slack channel for a collaborative communication task
      • Configuring Collaboration services
        • Install Collaboration services
          • Components installed with Collaboration services
        • Setting up Slack for communication
        • Configure Slack as a communication channel for a communication task
        • Create slack channel for an incident
        • View or join slack channel from an incident
          • Add form section to view slack channels
        • Set up slack for a user or group
          • Associate existing slack channel with a group
        • Open slack from an incident
      • Using Collaboration services
        • Import messages from an incident
      • Collaboration services reference
        • Slack integration - Incident Management
          • Slack slash commands
    • Vendor Management Workspace
      • Exploring Vendor Management Workspace
        • Vendor KPI Groups in Vendor Management Workspace
          • Understanding Vendor KPI Groups setup and use in Vendor Management Workspace
          • Example for Vendor Management Workspace setup
        • Vendor Success Indicators in Vendor Management Workspace
        • Service Credits in Vendor Management Workspace
      • Configuring Vendor Management Workspace
        • Activate Vendor Management Workspace
        • Customize a Vendor Management Workspace page using UI Builder
        • Integrating Vendor Management Workspace with other ServiceNow applications
        • Create a vendor in Vendor Management Workspace
        • Generate the Vendor Satisfaction Assessment in Vendor Management Workspace
        • Add a formula indicator to track vendor score
        • Create KPI groups to track metrics for your vendors
        • Create an improvement in Vendor Management Workspace
        • Create a service credit in Vendor Management Workspace
        • Create a vendor ticket in Vendor Management Workspace
        • Setting up Vendor Success Indicators in Vendor Management Workspace
          • Set up table attributes in Vendor Management Workspace
          • Set up indicator attributes in Vendor Management Workspace
      • Managing vendors using Vendor Management Workspace
        • Vendor Management Workspace landing page
        • Analyze Vendor KPI Groups
        • Compare your vendor characteristics with high-performing vendors in Vendor Management Workspace
        • Compare vendor performance within a vendor KPI group
        • Add targets for vendor score KPIs
        • Associate contracts with vendors
        • Associate SLAs and Service Commitments with Vendors
        • Identifying bottlenecks using Process Mining integration with Vendor Management Workspace
          • Create a Process Mining project for a KPI group
          • Get insights into your vendors' performance
        • ITSM Vendor Management Mobile for Vendor Management Workspace
          • ITSM Vendor Management Mobile dashboard
          • Access Vendor Management Mobile on your ServiceNow agent app
          • Get notified about the vendors you manage using the Vendor Management Mobile application
          • Access information related to your vendors using the Vendor Management Mobile application
      • Vendor Management Workspace reference
        • Installed with Vendor Management Workspace
        • Installed with Vendor Success Indicators in Vendor Management Workspace
        • Vendor KPI Groups in Vendor Management Workspace reference
        • Domain separation and Vendor Management Workspace
          • Configure domain separation for Vendor Management Workspace
        • Quick start tests for Vendor Management Workspace in configurable workspace
    • Platform Analytics ITSM Dashboards
      • IT Agent dashboard for Service Operations Workspace
        • Manage the dashboard in Service Operations Workspace
      • Platform Analytics KPIs and dashboards
        • Incident management dashboard
        • Major incident dashboard
        • Change dashboard
        • Request dashboard
        • Service Catalog dashboard
        • Interaction dashboard
        • Problem dashboard
        • On-call dashboard
      • Legacy: Performance Analytics ITSM Dashboards
        • Legacy: IT Executive dashboard
        • Legacy: IT Manager dashboard
        • Legacy: IT Agent dashboard
    • ITSM Mobile Agent
      • Exploring ITSM Mobile Agent
        • User roles and personas in ITSM Mobile Agent
        • ITSM Mobile Agent features and plugins
        • AI Search in ITSM Mobile Agent
          • Get started with AI search in new or zBoot instances
          • Get started with AI search in upgraded instances
          • Switch back to Zing search in ITSM Mobile Agent
        • Enable dark theme in ITSM Mobile Agent
        • Filter records
        • Collaboration Services for ITSM Mobile Agent
          • Add deep linking support to ITSM Mobile Agent
      • Configuring ITSM Mobile Agent
        • Install ITSM Mobile Agent
        • Migration from ITSM Mobile to ITSM Mobile Agent
        • Migration to ITSM Mobile Agent 5.0.3
        • Configurable actionable notifications for ITSM Mobile Agent
        • Enable Push notification categories for ITSM Mobile Agent
        • ITSM Mobile email notification redirection via web
        • Set custom alert tones in ITSM Mobile Agent for different incident priority
        • Enable Override do not disturb to receive critical alerts
          • Configure critical notification
          • Configure a customized notification for critical alert
          • Configure a ringtone for critical alerts
      • Log in to ITSM Mobile Agent
      • Managing incidents and tasks using My Work applet
        • Create an incident from app landing page
        • Generating task summarization for incident records
        • My incidents
          • Collaboration with incidents
            • Initiate a chat with the caller from an incident
            • Initiate a chat with the assignment group from an incident
            • Initiate a conference call with the caller from an incident
            • Add participants to a conference call from an incident
            • Join an active conference call from an incident
            • View active collaborations
            • View active and inactive participants in the conference call
            • End a conference call
          • Collaboration with incident tasks
            • Initiate a conference call from an incident task
            • Add participants to a conference call from an incident task
            • Join an active conference call from an incident task
            • View active and inactive participants in the conference call
            • End a conference call
        • Incidents at risk
          • Process an incident at risk
        • Breached Incidents
          • Process a breached incident
        • Change tasks
        • View catalog tasks
        • View upcoming shifts with On-Call Scheduling
        • Request time off with On-Call Scheduling
        • View on-call group members
      • Managing teams and incidents using My Team applet
        • My team dashboard
          • Overdue changes
        • Unassigned incidents
        • Manage upcoming shifts with On-Call Scheduling
        • Manage time-off requests with On-Call Scheduling
        • Manage gaps and conflicts with On-Call Scheduling
        • Performance metrics
      • Managing major incidents using Major Incident applet
        • Active major incidents
        • Major incident candidates
          • Review and work on a major incident candidate
        • Major incident dashboard
        • Collaboration with major incidents
          • Initiate a chat with the caller from a major incident
          • Initiate a chat with the assignment group from a major incident
          • View active collaborations
          • Add participants to a conference call from a major incident
          • Join an active conference call from a major incident
          • End a conference call from major incident
      • Reference
        • Domain Separation for ITSM Mobile Agent
        • Settings
Table of Contents

Add deep linking support to ITSM Mobile Agent

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  • UpdatedJul 31, 2025
  • 1 minute read
    • Zurich
    • IT Service Management

Deep linking enables instances to support direct communication to a messaging application from a particular record in the system.

Before you begin

Role required: itil, itil_admin, or admin

About this task

You need to assign the deep linking support on the Mobile Studio.

Procedure

  1. Log in to your instance.
  2. In the Navigation filter, enter sys_properties.list.
    The entire list of properties in the System Properties [sys_properties] table appears.
  3. Open the record for glide.sg.allowed_external_deeplinks.
  4. In the form, match the following values:
    Table 1. System Properties table
    Field Value
    Name glide.sg.allowed_external_deeplinks
    Type String
    Value Slack,Teams
  5. Click Save.

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