Incidents at risk

Australia IT Service Management
Release
australia
ft:locale
en-US
ft:publication_title
Australia IT Service Management
ft:clusterId
itsm
bundleId
itsm
workflow
Technology
  • IT Service Management
  • Script includes and customization
  • Machine learning solutions for IT Service Management
  • Request Predictive Intelligence for Incident Management
  • Request Predictive Intelligence for MIM
  • Predictive Intelligence for Incident Management
  • Request Predictive Intelligence for Incident
  • Predictive Intelligence for Incident
  • Simplified IT Service Management
  • Explore
  • Configure and integrate
  • Install IT Service Management
  • Configure integrations and ITSM experiences in Simplified IT Service Management
  • Configuring the employee experience in Simplified IT Service Management
  • Configuring the fulfiller experience in Simplified IT Service Management
  • Employee experience
  • Employee experience using Employee Center
  • Open an IT ticket in Employee Center
  • Submit a catalog item request in Employee Center
  • Search for a solution in Employee Center
  • Get chat support in Employee Center
  • Employee experience in Employee Slate
  • Submit a catalog request in Employee Slate
  • Submit an incident in Employee Slate
  • Fulfiller experience
  • Accept a live chat from a requester
  • Generating AI summary and next steps
  • Using the Service Desk Team Dashboard
  • Reference
  • AI agents and agentic workflows in Simplified IT Service Management
  • Catalog items installed with Simplified IT Service Management
  • 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
  • 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
  • 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 requirements for 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
  • Validate requirements for Oracle mappings
  • Run the Oracle software counter
  • 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
  • Create a Software Asset Management Foundation software model
  • Configuring the classic Software Asset Management Foundation plugin
  • Create an entitlement
  • Create an entitlement allocation
  • Create a software model
  • Manually normalize a discovery model
  • Manually override an 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
  • Overview
  • Benchmarks roles
  • 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
  • Deprecated Benchmarks dashboard
  • View benchmark KPI data (deprecated)
  • Benchmarks KPI performance trend and recommendations (deprecated)
  • Drill down within benchmark KPI data (deprecated)
  • New Benchmarks Dashboard
  • View benchmark KPI data
  • Benchmarks KPI performance trend
  • Troubleshooting Benchmarks errors
  • Domain separation and Benchmarks
  • Benchmarks
  • Explore
  • Benchmarks roles
  • Configure
  • Enable Benchmarks
  • Enable a benchmark KPI
  • Configure resolved incident Benchmarks KPIs
  • Use
  • Use Benchmarks data for value management analysis
  • New Benchmarks Dashboard
  • View benchmark KPI data
  • Benchmarks KPI performance trend
  • Drill down within benchmark KPI data
  • Reference
  • Benchmark KPIs
  • Opt out of Benchmarks
  • Domain separation and Benchmarks
  • Link or customize a benchmark KPI
  • Change Management
  • Explore
  • Change model management
  • Change Models properties
  • Create a user criteria record for Change Management
  • Change types
  • Change templates
  • State progression for change models
  • Modify email notification
  • Change approval policies
  • Approval with e-Signature for change requests
  • Change Advisory Board (CAB) workbench
  • Upgrade Change Management
  • Configure
  • 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
  • Tables installed
  • Activate Change Management - Change Success Score
  • Components installed
  • 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
  • Request Change Management - Standard Change Template Intelligence
  • Components installed
  • Change Management - Predictive Intelligence Core
  • Components installed
  • 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
  • Enhanced change data model
  • Create a Change model
  • Configure change model states
  • Create predefined transition condition types
  • Attach a process for Change model states
  • Create and propose a change template
  • Configure template categories
  • Modify a template
  • Review a change template
  • Retire a change template
  • Change template management flows
  • 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 assignment rule
  • Add a new change request type
  • Extend or disable multiple CI association
  • Conflict detection
  • Detect change conflicts
  • Create blackout and maintenance schedules in Change Management
  • Assign a maintenance schedule to configuration items
  • Configure change request to monitor 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 system properties
  • 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
  • Legacy: State model and transitions
  • Legacy: Add a state to the state model
  • Legacy: Configure state model transitions
  • Use
  • 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
  • Use agentic AI
  • Reference
  • Configuring maintenance schedules - Best practices
  • Change Management properties
  • Analyze change request risk and impact
  • 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
  • Explore
  • About
  • Configure
  • Request Coaching
  • Define trigger conditions for a coaching opportunity
  • Identify and add course items for a virtual coach
  • Setting up
  • Create a survey and associate with a Coaching opportunity
  • Training agents using Coaching with Learning
  • Coaching your trainee
  • Assess a trainee
  • Assign skills after completing an assessment
  • Managing your coaching assessments
  • Work with your coach
  • Reference
  • Roles
  • Coaching properties
  • Field descriptions
  • Integrating Coaching with other applications
  • Resolve issues
  • Domain separation
  • Quick start tests
  • Continual Improvement Management
  • Overview
  • Domain separation in CIM
  • Integrated applications
  • Integrate CIM using API
  • Continual Improvement Workbench
  • Install
  • Identifying improvement opportunities
  • Create an improvement request
  • Create improvement initiatives from integrated applications
  • Create application records from improvement initiatives
  • Configure CIM integration property
  • Monitor and plan improvements
  • Managing improvements
  • Accept an improvement
  • Prepare an improvement
  • Assess an improvement for approval
  • Review and close an improvement
  • Reference
  • CIM roles
  • Improvement field descriptions
  • Components installed with CIM
  • Quick tests for CIM
  • Updates after improvement initiative creation from integrated applications
  • Updates after application record creation from improvement initiatives
  • 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
  • Explore
  • User journey
  • Integrations
  • Dashboards
  • Configure
  • Install
  • Assign roles and tasks using workspace
  • Set up integration user account
  • Onboard using workspace
  • Integrate
  • Azure DevOps
  • Onboard Azure DevOps using Workspace
  • Onboard Azure DevOps using Service Catalog
  • Onboard Azure DevOps using 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
  • Onboard GitHub using Workspace
  • Onboard GitHub using Service Catalog
  • Onboard GitHub using 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
  • Onboard GitLab using Workspace
  • Onboard GitLab using Service Catalog
  • Onboard GitLab using 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
  • Onboard Jenkins using Workspace
  • Onboard Jenkins using Service Catalog
  • Onboard Jenkins using 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
  • Log change request rejections in pipeline.
  • Notify ServiceNow DevOps change request number to Jenkins pipelines
  • Get change request number in Jenkins pipeline
  • Update change request details in Jenkins pipeline
  • Log change request state
  • Nested and parallel stages in Jenkins pipelines
  • Jenkins log levels and Log Recorders
  • Argo CD
  • Onboard Argo CD using Workspace
  • Onboard Argo CD using Service Catalog
  • Onboard Argo CD using Classic
  • Configure webhooks in Argo CD manually
  • Jira
  • Onboard Jira using Workspace
  • Onboard Jira using Service Catalog
  • Onboard Jira using Classic
  • Configure webhooks in Jira manually
  • Rally
  • Onboard Rally using Workspace
  • Onboard Rally using Service Catalog
  • Onboard Rally using Classic
  • Configure webhooks for Rally manually
  • Agile Development 2.0
  • Onboard Agile Development 2.0 using Workspace
  • Onboard Agile Development 2.0 using Service Catalog
  • Onboard Agile Development 2.0 using Classic
  • Bitbucket
  • Onboard Bitbucket using Workspace
  • Onboard Bitbucket using Service Catalog
  • Onboard Bitbucket using Classic
  • Set up OAuth 2.0 Authorization Code for Bitbucket Cloud
  • Configure webhooks in Bitbucket manually
  • JFrog
  • Onboard JFrog using Workspace
  • Onboard JFrog using Service Catalog
  • Onboard JFrog using 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
  • Integration with JFrog AppTrust application
  • Associate business application
  • SonarQube
  • Onboard SonarQube using Workspace
  • Onboard SonarQube using Service Catalog
  • Onboard SonarQube using Classic
  • Split
  • Enable integration with ServiceNow DevOps in Split tool
  • Onboard Split using Classic
  • Veracode
  • Onboard Veracode using Workspace
  • Onboard Veracode using Service Catalog
  • Onboard Veracode using Classic
  • Configure Veracode scans on your pipeline
  • Associate orchestration tool with Veracode
  • Additional info - Veracode
  • Security scan results
  • Change policies based on security summary tables
  • Checkmarx
  • Onboard Checkmarx using Workspace
  • Onboard Checkmarx using Service Catalog
  • Onboard Checkmarx using Classic
  • Configure Checkmarx scans on your pipeline
  • Associate orchestration tool with Checkmarx
  • Harness
  • Onboard Harness using Workspace
  • Configure webhooks in Harness manually
  • User created
  • 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
  • Send inbound events using token
  • Update third-party tool credentials
  • Notifications on tool credential expiration
  • Applications
  • Create an application - Workspace
  • Associate tool objects to applications - Workspace
  • Create an application - Classic
  • Associate tool objects to applications – Classic
  • Accelerate your DevOps change process
  • Customizing DevOps flows
  • Automate DevOps change request creation
  • DevOps change request in Workspace
  • DevOps change request in Classic UI
  • 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
  • Manage pull or merge requests
  • DevOps change request attributes
  • Import based evidence collection
  • Manage
  • Onboard a new tool using DevOps generic playbook
  • Onboarding tools and apps
  • Importing historical data for DevOps tools
  • Cloning guidelines
  • Check permissions and update credentials
  • 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
  • Map spoke alias as parent alias for new DevOps tool
  • Delete orphan connection and credential aliases
  • Docker image for custom actions
  • Run health scans
  • 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
  • Insights reports
  • DevOps Insights dashboard - Workspace
  • Group DevOps applications into a product
  • DevOps Insights properties
  • Reference
  • Installed components
  • Properties
  • DevOps System Health dashboard
  • DevOps log levels
  • Common errors
  • Software Quality Results
  • Domain separation
  • DevOps Insights Standard dashboard - Classic
  • DevOps health scans
  • 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
  • Explore
  • Digital Product Release Workspace
  • Release for a product or service
  • AI-powered release notes generation
  • Release dashboards
  • Release Overview dashboard
  • Release Quality dashboard
  • Release dashboard for a multi-product release
  • Release Overview dashboard for a multi-product release
  • Holiday schedules in a release
  • Digital Product Release flow actions
  • DPR and GRC integration for release compliance
  • Managing releases in Service Operations Workspace
  • Associating change requests with releases in Service Operations Workspace
  • Configure
  • 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
  • Use
  • 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
  • Add product features
  • Add enhancements
  • Add enhancements from a work item
  • View and manage data from external tools
  • Plan product enhancements into different releases
  • Manage releases for digital products and services
  • Timeline-oriented releases
  • Work on a single product or service release
  • Work on a multi-product release
  • Stage-oriented releases
  • Work on a single product or service release
  • Work on a multi-product release
  • Managing multiple releases through release bundles
  • Create a release bundle
  • Track multiple releases from a release bundle
  • Review and update release details
  • Add a product to a multi-product release
  • Remove a product from a multi-product release
  • Update the release scope
  • 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
  • Data collectors
  • Policies
  • Reference
  • Components installed
  • System properties
  • Approval definition form
  • Email notifications for release management
  • Policy status aggregation
  • Release readiness target form
  • Request new product or service form
  • Release form
  • Release key date form
  • Risk score for a release
  • Domain separation
  • Digital End-User Experience
  • Explore
  • DEX Architecture
  • DEX subscription
  • DEX or SAM for app monitoring
  • Configure
  • System requirements
  • Guided setup
  • Installing DEX on your local machine
  • Install DEX
  • Create an ACC registration key
  • Test your instance connectivity
  • Install ACC on Windows
  • Run ACC from a local account
  • Run ACC from a managed group
  • Install ACC on macOS
  • Configure ServiceNow sudoers file
  • Test ACC connectivity
  • Enable browser extension
  • Deploying DEX to employees
  • Bulk deploy ACC on Windows
  • Bulk deploy ACC on macOS
  • Enable DEX browser extension on multiple Windows devices
  • Enable DEX browser extension on multiple macOS devices
  • Application monitoring setup
  • Initiate 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 list
  • View DEX administrators
  • Set up page-level monitoring
  • Alert rules
  • Creating a metric rule
  • Specify metric rule CI
  • Define alert criteria
  • Add an alert action
  • Define alert rule name and status
  • Creating an event rule
  • Select event rule filters
  • Define alert criteria
  • Define alert rule name and status
  • Edit alert rules
  • Activate or deactivate alert rules
  • Delete alert rules
  • Collecting DEX metrics
  • Change metrics collection frequency
  • Create a child policy
  • Managing DEX Agent policy
  • Create an agent policy
  • DEX remedial actions
  • Remediate an issue on the device
  • Create a remedial action
  • Creating and executing a PowerShell script-based remedial action
  • Create an ACC plugin package
  • Sign ACC plugin
  • Create check definition for remedial action
  • Test a check definition
  • DEX system tables for remedial actions
  • Terminate a process on your device
  • Manage remedial actions in DEX device page Playbook
  • Event monitoring with DEX
  • Add an event to monitor
  • Non-persistent VDI monitoring configuration
  • Manage logon and logoff scripts
  • DEX Insights
  • Set up Windows registry keys
  • Set up file management
  • Manage your system compliance report
  • Set up Desktop Assistant
  • Download and install
  • Download installer for Windows
  • Download installer for macOS
  • Update URL in configuration file
  • Configure OAuth
  • Uninstall
  • Customize home page
  • Customize theme
  • Enable or disable notifications
  • Enable Virtual Agent or chat
  • Create a hyperlink card
  • Map a card to a section
  • Delete a card
  • Add a section
  • Delete a section
  • 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
  • DEX Alerts
  • Incidents from alerts
  • DEX alert grouping
  • Deactivate DEX alert grouping
  • Advanced configuration
  • Map a device user to a ServiceNow DEX user
  • Device location determination
  • Set up a proxy server
  • Switch ACC to another instance
  • Configure MID-less ACC
  • Convert to MID-less ACC
  • Sudo banner validation
  • Configure sudo banner exclusion list
  • Monitor
  • DEX Application and Device Health pages
  • Landing page
  • DEX Insights
  • Applications
  • Devices
  • Device details
  • DEX Administration
  • Open DEX
  • Monitor system performance
  • View actions in Action Library
  • Monitor apps network
  • View installed application metrics
  • View web application metrics
  • Create an insights report
  • Trigger bulk remediation from Insights
  • View remedial action execution
  • View collected metrics with Metrics analyzer
  • MCM monitoring overview
  • View client health with MCM
  • View web application URL
  • View agent policies
  • Microsoft Teams call quality monitoring overview
  • Monitor Microsoft Teams call quality
  • Zoom call quality
  • View Zoom room metrics
  • View system compliance
  • Use metric rules for DEX
  • View metric rules alerts
  • Use agentic AI
  • Desktop Assistant
  • Open and log in
  • Desktop Assistant notifications
  • Customize recipient list for Major Incident Management updates
  • View notifications
  • Chat using Now Assist in Virtual Agent
  • Test device network connection
  • Open Employee Center
  • View outages
  • View Desktop Assistant usage metrics
  • Reference
  • DEX Application and Device Health reference
  • Installed with DEX
  • Landing page cards
  • DEX remedial actions
  • DEX Insights reports
  • Custom insights report form
  • 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
  • Metrics analyzer form
  • New DEX event 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 devices
  • DEX policies for persistent VDIs
  • DEX policies for non-persistent VDIs
  • DEX check definitions for macOS
  • DEX check definitions for Windows
  • DEX Desktop Assistant reference
  • Usage metrics
  • Components installed with Desktop Assistant
  • Application Registries form
  • API parameters to configure Desktop Assistant notifications
  • Theme variables
  • Resolve screen loading error
  • Digital End-User Experience properties and settings
  • Custom reporting on DEX tables
  • Digital Experience Score
  • Explore
  • Metric components
  • Configure DEX Score
  • Install DEX Score
  • Load demo data
  • Delete demo data
  • Customize metric configurations
  • Define qualitative mapping for a metric
  • Update survey configuration
  • Track experience scores
  • Track consolidated application experience scores
  • Track individual application experience scores
  • Track consolidated device experience scores
  • Track individual device group experience scores
  • Reference
  • Installed components
  • Components installed with Digital Experience Feedback Survey
  • System properties for DEX Score
  • DEX Score metrics
  • Metric definition form
  • Survey configuration form
  • Metrics calculation
  • Normalization formulas for metrics
  • Data collection frequency
  • Proactive Engagement
  • Explore
  • Configure
  • Setting up Proactive Engagement
  • PE Resolutions
  • Email notification
  • User Criteria Settings
  • Using
  • 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
  • Reference
  • Components installed
  • Resolution
  • Remedial action
  • Input parameters for Remedial action in Proactive Engagement
  • Engagement Settings for Proactive Engagement
  • Limitations
  • Use case
  • Digital End-user Experience Self-service
  • Explore
  • Configure
  • Activate Proactive Engagement resolutions
  • Enable issue configurations
  • Customize issue configurations
  • Create issue configuration
  • Configure categories and subcategories
  • Use
  • Check device health from Employee Center
  • Check device health from Desktop Assistant
  • Monitor device health using Virtual Agent
  • Reference
  • Installed components
  • Device health categories form
  • Issue configuration field descriptions
  • Base system issue configurations
  • Device actions form
  • Device heath check calculation
  • DEX for service desk agents
  • Incident diagnostics and suggested resolutions
  • Device health overview for incident investigation
  • Review top processes by resource usage
  • Suggested resolutions and remedial actions
  • Execute suggested resolutions
  • Run remedial actions from the Action library
  • Playbook for remedial actions in incident investigation
  • Manage remedial actions in DEX incident investigation Playbook
  • Digital Portfolio Management
  • Explore
  • Homepage
  • Life-cycle management
  • View service and service offering details
  • View business application details
  • View service instance details
  • KPI groups
  • DevOps value stream metrics in Digital Portfolio Management
  • Configure
  • Activate
  • Configure the Admin Center
  • Configure page headers
  • Configure Info tab
  • Configure scheduled email reports
  • Configure personal portfolio solution cards
  • View related records
  • CSDM guidelines
  • CSDM terms
  • 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
  • Create KPI groups and mappings
  • Configure KPIs with example
  • Copy a KPI group
  • Update KPIs
  • Configure Needs attention panels
  • Configure the 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
  • Get started
  • Personalize the home page
  • Create custom record views
  • Navigate enterprise portfolios
  • Work with portfolios
  • Personal portfolios
  • Create a personal portfolio
  • Enterprise portfolios
  • DPM Portfolio Builder Overview
  • Navigating portfolio types
  • Navigate service enterprise portfolio templates
  • Create enterprise service portfolios using a template
  • Create enterprise portfolios
  • Work with solution data in Digital Portfolio Management
  • Work with Needs attention panels in Digital Portfolio Management
  • View relationship maps
  • Create demand from Digital Portfolio Management
  • Create an improvement initiative from Digital Portfolio Management
  • List modules
  • Work with lists
  • Reference
  • Roles
  • 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
  • PO components
  • 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
  • Explore
  • Key features
  • Devices required
  • Configure
  • Administration
  • Activate
  • Portal security and access
  • Configure the portal
  • Configure the service channel
  • Create or modify 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
  • Plan your walk-up experience visit with Employee Center
  • 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
  • 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
  • Explore
  • Getting started
  • Activate
  • Configuring groups
  • Assign a primary assignment group for each agent
  • Admin Console
  • Define groups as WFO assignment groups
  • Define access to each application
  • Channels
  • Example for using channel management
  • Setting up Channels
  • 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
  • Routing work items
  • 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
  • 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
  • Channel Management components
  • Scheduling
  • Example
  • Setting up
  • Configure the due date logic for shift approval flows
  • Configure event categories for the ITSM Manager Workspace
  • Configure an event load order
  • 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 with the Microsoft Outlook calendar
  • Set up
  • Scheduling your teams' work
  • 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
  • Create user criteria
  • Include or exclude user access for event types
  • Verify access criteria for a group or a team member
  • Add events to the team calendar
  • Swap your agents' shifts
  • Scheduling components
  • Schedule Adherence
  • Monitor schedule adherence of your agents
  • Use time-worked summary to analyze agent schedule adherence and conformance
  • Schedule adherence extension points
  • Configure properties for schedule adherence and conformance
  • Demand Forecast
  • Setting up
  • Configure
  • 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
  • Work scheduler
  • Setting up
  • 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
  • Assigning work
  • 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
  • Teams
  • Example
  • Setting up
  • Add a system property to set default date range
  • 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
  • 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
  • Coaching
  • Example
  • Setting up
  • Configure an indicator to display in the Overview tab
  • Configure a list menu to display in the Learning tab
  • Integrate Coaching with Learning with third-party learning management systems
  • External Content Integration Sources
  • Training your teams
  • Overview page
  • Learning
  • Create a course catalog
  • 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
  • Assign a learning path to agents
  • Create a learning task
  • Analyze quiz details
  • Surveys
  • Assess the quality of your agent's completed tasks
  • Create a survey
  • Assign a survey to agents or groups
  • Coaching components
  • Skills Management
  • Setting up skill prediction
  • Use extension points
  • Adding skills to agents' skill set
  • Add or update skills
  • Approve or reject recommended skills
  • Initiate a skill review for teams or groups
  • Approve or reject a skill review request
  • Routing work based on skills
  • Automatically add skills to incidents or interactions
  • Skill review request components
  • Skill Recommendation components
  • Advanced configurations
  • Reference
  • ITSM Manager Workspace components
  • Components
  • Domain separation
  • Global Search
  • Requesting time-off using the ITSM Mobile Agent
  • Notifications
  • Make a request to swap shifts or take time off
  • Approve or reject a shift swap
  • Track and manage your agent's schedule
  • Landing pages
  • Manager landing page
  • Channels landing page
  • Coaching landing page
  • Customize a page using the Next Experience UI Builder
  • Configure filters for ITSM Manager Workspace
  • Add or remove access to assignment groups in manager workspace
  • Using extension points to include access for specific groups
  • Exclude access for specific groups
  • Verify the display of the right groups
  • 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
  • Explore
  • 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
  • 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 affected CI information
  • 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 knowledge article
  • 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
  • MIM components
  • 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 major incident candidates
  • 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
  • Use agentic AI
  • Reference
  • 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
  • Enhanced security model features
  • 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
  • Manage associated incidents
  • Customize fields copied from Universal Request to incident
  • Restrict an incident access
  • Now Assist for IT Service Management (ITSM)
  • Explore
  • Supporting information
  • Configure
  • Skill inputs and triggers
  • Configure in Virtual Agent
  • Virtual Agent topics
  • Customize a topic
  • Customize a skill
  • Customize the resolution notes generation skill
  • Customize the Incident activity response generation skill
  • Customize the incident summarization skill
  • Customize the change summarization skill
  • Customize the change risk explanation skill
  • Customize Request Management skills
  • Use agentic AI in IT Service Management
  • Important considerations
  • ITSM
  • Triage and categorize ITSM incidents
  • Investigate and resolve ITSM incidents
  • Manage Microsoft 365 group members
  • Generate post incident reviews
  • Generate change request plans
  • Notify users with Twilio
  • Incident assist
  • Voice
  • Virtual Agent
  • Change Management
  • Assess conflicts for a change request
  • Assess quality of a change request
  • Explain SLA
  • Schedule a change agentic workflow
  • Suggest configuration items for a change request
  • Create outages for a change request
  • Create standard change request
  • Create standard change template proposal
  • Incident Management
  • Wrap-up and resolve incidents
  • DEX
  • Diagnose and resolve issues on DEX monitored devices
  • Use generative AI skills
  • Summarize a chat conversation
  • Summarize a Sidebar discussion
  • Summarize an incident
  • Summarize an incident on reassignment
  • Summarize a change request
  • Explain a change request risk
  • Generate the resolution notes
  • Generate a knowledge article
  • Generate a chat reply recommendation
  • Generate an email response
  • Generate a Major Incident email recommendation
  • Ask questions on an incident
  • Request generative AI capabilities
  • Deflect an incident with self-service
  • Analyze sentiments
  • Generate suggested steps
  • Generate release notes for a release
  • Generate a response to Request Management records
  • Summarize Request Management records
  • Investigate Zoom call issues
  • Investigate boot time issues
  • Use ITSM Virtual Agent analytics dashboard
  • Track metrics
  • Chat
  • Topics
  • Customer satisfaction
  • Resources
  • Reference
  • 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 MS Teams
  • Set up mobile push
  • Custom channel integration
  • 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
  • Configure contact sources
  • 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
  • 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
  • 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
  • Release Management
  • Activate Release Management
  • Components installed with Release Management
  • Business stakeholder role for Release Management
  • Domain separation in Release Management
  • Release Management concepts
  • Default state categories for Release and Release task tables
  • 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
  • Software control distribution
  • Request Management
  • Explore
  • Request Management architecture
  • Configure
  • Request Management integration with Universal Request
  • Create a request from Universal Request
  • Requested item state mapping
  • Transfer a request to another department
  • Using Request Management
  • Create a catalog request in Agent Workspace
  • 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
  • Roles installed with Service Builder
  • Service Builder approval flow
  • Create a service
  • Create a service offering
  • 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 landing page
  • Exploring Recommended Actions for ITSM
  • 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
  • Migrate from ITSM Agent Workspace to Service Operations Workspace for ITSM
  • Configure and customize the migration to SOW
  • 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
  • Highlighted fields in lists and forms
  • Post migration tasks
  • 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
  • Client script
  • Server script
  • Client action
  • UI component
  • Post migration tasks
  • 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
  • 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
  • Investigation using Agent Client Collector
  • Install Agent Client Collector for Investigation
  • Setting up investigation framework using Microsoft Endpoint Configuration Manager for Investigation
  • Install MECM
  • Configuring CI metrics for MECM
  • 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 verification methods
  • Create verification settings
  • Map the password reset process
  • Map the UXF routes
  • Configure the password policies
  • Configure the session properties
  • 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
  • Redirect UI16 module links to 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
  • Assign or Resolve dialog box
  • 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
  • Agent Assist tab
  • Table configuration
  • Hide contextual side panel
  • Sharing record pages from Service Operations Workspace across workspaces
  • 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
  • Duration to view requester's activities
  • Hide the inbox in Service Operations Workspace
  • Automatically close an interaction in Service Operations Workspace
  • Display of requester related records
  • 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
  • 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
  • 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
  • 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
  • Components installed
  • 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
  • Create and propose a change template in Service Operations Workspace
  • Propose a single change to a CI 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 about incidents and major incidents
  • Compose communications for incidents and major incidents
  • Manage recipients in a communication task
  • Create an adhoc communication task
  • Manage an announcement
  • Collaborate with stakeholders during a major incident
  • Create communication and collaboration
  • 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
  • Manage 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
  • Reset password
  • 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
  • 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
  • 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
  • Additional roles for SOW admin
  • Version compatibility between Service Operations Workspace for ITSM and Service Operations Workspace ITOM
  • Service Operations Workspace for ITSM data model
  • Components installed with Service Operations Workspace ITSM Applications
  • Service Portfolio Management
  • Explore
  • Use Service Portfolio Management services
  • Service Portfolio Management portfolios
  • Configure
  • 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
  • Quick start tests for Service Portfolio Management Premium
  • Installed with Service Portfolio Management Premium
  • Install the Service Portfolio Management Sample Content Pack
  • View Service Portfolio Management sample IT services portfolio content
  • Use
  • Create a portfolio
  • Service Portfolio Management taxonomy
  • Create taxonomy layer definitions
  • Create taxonomy nodes
  • Create a service
  • Apply scope to a service
  • Service Portfolio Management Premium notifications
  • Edit and manage service portfolios
  • 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
  • Create a service offering
  • Add a commitment to a service offering
  • 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
  • Reporting for services and service offerings
  • Service Portfolio Management service offering price
  • Log outages
  • View availability results
  • Set the time zone for availability results
  • Convert services in bulk
  • View Service Level Agreement (SLA) results
  • Reference
  • Installed with Service Portfolio Management
  • Domain separation and Service Portfolio Management
  • 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
  • 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
  • Legacy: 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
  • Explore
  • ITSM Success Dashboard indicators components
  • ITSM Success Dashboard indicators KPI definitions and formulas
  • Performance overview
  • Service Quality
  • Operational Success
  • Configure
  • 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
  • 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
  • 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
  • Explore
  • Admin Console
  • Configure
  • Install
  • Manage
  • Create an incident prediction model
  • Set up
  • Create a similar records prediction model
  • Set up
  • Define the purpose
  • Train
  • Assess
  • Deploy
  • Edit an incident prediction model
  • Export an incident prediction model
  • Monitoring and Analytics
  • Reference
  • Components installed
  • 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
  • Import messages from an incident
  • Process flow for Slack communication
  • Add a collaborative communication task
  • Create a Slack channel for a collaborative communication task
  • Slack integration - Incident Management
  • 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
  • Slack slash commands
  • 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 chat with assignment group
  • 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

Incidents at risk

View a list of incidents at risk and work on them from your mobile.

Related tasks
  • Process an incident at risk
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