What is ServiceNow Tool? Use & Reporting Tutorial

What is ServiceNow?

ServiceNow is a cloud-based software platform for IT Service Management (ITSM) which helps to automate IT Business Management. It is designed based on ITIL guidelines to provide service-orientation for tasks, activities, and processes. It uses machine learning to leverage data and workflows to help businesses become faster and scalable.

It offers the flexibility, power, and dependability to achieve the goals of the incident and problem management. Moreover, users are free to select their most comfortable support interface. It provides all the information to the technician to diagnose and repair issues while removing the dependency on spreadsheets and emails.

Why use ServiceNow?

Here are the prime reasons for using ServiceNow software:

• All stakeholders including employee and customer make changes to the same platform which streamlines operations and provides a single version of the truth
• Allows your employee to perform better, and the service levels will eventually improve
• Helps to reduce ITSM costs up to 60%
• Helps you to replace unstructured work patterns/business processes with intelligent workflows
• It offers many ways to get help including forms, questionnaires, chat, email, etc.
• Web services and email actions handle events from various monitoring tools and external sources.
• ServiceNow technology will help you work very quickly which makes your work process smarter and faster.
• Being SaaS, you do not need to worry about configuration, deployment, updates, and maintenance.
• You can offer a customer friendly self-service portal with your branding.

Key Features of ServiceNow

• Ease of customization
• Better Support to your customers with low maintenance cost
• Real time analysis and reporting
• Data confidentiality and integrity
• Improved operational tracking
• On-demand IT Service Management
• Instance-based implementation
• Low configuration requirement to quickly running within an enterprise

History of ServiceNow

Fred Luddy founded ServiceNow in 2004. He was former CTO of Peregrine Systems and Remedy Corporation. The company is headquartered in San Diego. CA with offices throughout the US, Asia, Australia, and customers spanning across more than 48 countries.

Historic Milestones

2006- The company is named as ServiceNow

2007- ServiceNow opened their first Silicon Valley office

2011- The company established a partnership with Accenture

2012- ServiceNow comes with US$210 million IPO and become a publicly traded company

2017- The company acquired Telepathy a UX UI Firm

Release Cycle

ServiceNow has a 10-12 month release cycle, launching new UI, apps, and features with every release. They also ship hotfix, patch release to address maintenance issues.

Who uses ServiceNow?

Following stakeholders use ServiceNow tool to achieve their business goals:

• Employees – Use it to request their related IT business services.
• IT support Team– Use it to manage service requests or incidents.
• Administrators – ServiceNow helps administrators user access, roles & privilege management
• Implementers – Use it to deploy process applications and platform features which fulfills an organization business needs.
• Developers – Create new functionality with scripts to extend standard configurations.

Products of ServiceNow

ServiceNow ticketing tool offers ranges of products which is design according to the need of a specific user’s need.

IT Service Management:

This ServiceNow product offers visibility into end-to-end business services by understanding the relationship with the underlying IT resources. It also helps to enhance the availability by knowing service health and reducing event loss time by quickly finding disruptions in the system.

IT Operations Management:

Optimize IT operations across on-premises and cloud environments with full-stack visibility. Understand impacts on applications and services, predict issues, and automate resolutions effortlessly using generative AI for seamless performance and business alignment.

HR management:

HR management service tool helps you to improve employee satisfaction. It is a single access point for efficient, personalized HR services. It also helps you to improve HR productivity, streamline employee transactions and optimize service delivery.

Customer Service Management:

The tool allows you to connect customer service with other departments to identify and resolve issues. It significantly reduces the cost and increases customer satisfaction. It helps you to increase customer satisfaction, boost efficiency and improve productivity.

Enterprise Asset Management:

Enterprise Asset Management helps streamline asset lifecycles with automated workflows, boosting productivity, extending asset longevity, and minimizing costs and risks. It ensures efficient operations and better decision-making across business functions at scale.

ServiceNow Automation Tools

1) testRigor

testRigor is an industry-leading tool when it comes to ServiceNow testing. Its biggest advantages are simplicity and robustness. Tests are created in plain English, no coding skills required. Advanced AI engine behind the scenes optimizes processes and helps to minimize maintenance. Tests are very stable too, which means you can truly rely on your test coverage.

testRigor has a built-in recorder plugin, which simplifies test creation even further, allowing you to record test case steps, and then transform them into an automated test.

Visit testRigor >>

Lifetime Free Basic Plan

How to get access to ServiceNow

Now in this ServiceNow developer tutorial, we will learn how to get access to ServiceNow:

Step 1) Go to https://developer.servicenow.com/dev.do

Step 2) Enter Registration Details and Click Sign Up

Step 3) You will see a message to activate your account. Check your inbox and click on the link in email to verify.

Step 4) Once Account is activated, sign in using the credential created above.

Step 5) Read and Accept the Developer site terms of use.

Step 6) Click on create instance button

Step 7) Instance will be processed which may take some time. In the dashboard, you will see the login credentials and login link.

Step 8) Open the link and log in using the credentials provided above. You will be required to change the default password provided by ServiceNow

Step 9) Finally, you will see the Dashboard.

Create a Report in ServiceNow

Step 1)

1. Filter “Reports” in the Navigator.
2. You will get lots of preconfigured reports.
3. Click on Create Report

Step 2) In the next screen,

1. Enter Report Name
2. Choose Data Source (Table)
3. You may see a message that report is already configured. Ignore it
4. Click Next

Step 3) In next screen

1. Click the Report Type
2. Click Next

Step 4) In next screen-

1. Select the Measurement. In our case, we selected Escalation
2. Click Run Button
3. Report is generated
4. Click Save to save the report

Best Practices of using ServiceNow

• You need to replace spreadsheets and email with collaborative workspaces.
• The goal should be to automate ALL business processes of your company
• You should develop a modern work environment using ServiceNow
• The focus should be to improve, structure and automate the workflow to streamline service delivery

ServiceNow Tutorial Summary

• ServiceNow is a software platform which supports IT Service Management (ITSM). It helps you to automate IT Business Management (ITBM).
• ServiceNow architecture helps to reduce ITSM costs up to 60%
• Being SaaS, you do not need to worry about configuration, deployment, updates, and maintenance.
• ServiceNow tool enables Real time analysis and reporting, Data confidentiality & integrity, improved operational tracking
• ServiceNow has a 10-12 month release cycle, launching new UI, apps, and features with every release.
• ServiceNow is used by 1) Employees, 2) IT Support Team, 3) Administrators, 4) Implementers, 5) Developers
• ServiceNow Product suite consists of IT Service Automation, Business Management, Custom Service Management, HR management