Introduction to ServiceNow

0:00Hi, Sean here and welcome to this course where we're going to be taking a look

0:03at the incredibly

0:04popular ServiceNow platform and how to use it. So if you're new to ServiceNow,

0:09whatever your

0:10eventual goal is, right, whether you're looking to become a full power user of

0:14ServiceNow or

0:15if you're just looking to, you know, finally be able to get things done in it,

0:19you've come to the

0:20right place. And I guess that's really the first thing that I'd like to start

0:23off by saying about

0:24this course is no matter what your eventual goal is with ServiceNow, there are

0:30lots of sort of

0:31fundamental concepts, right, basic interfaces, basic features of ServiceNow

0:36that you're going to

0:36be using on a regular basis. And that's really what this course is going to

0:40focus on. All right,

0:41so now that we've got that out of the way, let's move on to another question.

0:44And that question is,

0:45what is ServiceNow exactly, right? This is a surprisingly difficult question to

0:52answer,

0:52so much so that in my opinion, and I don't know, maybe I could get in trouble

0:55for saying this,

0:56I honestly don't think that even ServiceNow's website does a great job of

1:01explaining what it

1:02does, at least not on a high level. It does cover a lot of the features and it

1:06obviously hits on a

1:08lot of the core buzzwords that, you know, businesses are looking for when they

1:12're looking for a tool

1:13like this. But overall, there I think is a lot of confusion over what exactly

1:18ServiceNow is,

1:19right? It's a lot like that very often, too often quoted metaphor or parable,

1:25if you will, of the

1:26blind men feeling the elephant, right, where one thinks it's a tree, one thinks

1:30it's a snake, one

1:31thinks it's a fan, depending on which part of the elephant they're feeling. And

1:35ServiceNow is really

1:36very similar in that way, where, you know, one person might think it's a

1:40project management tool,

1:41one person might think it's just a timesheet tool, one person might think it's

1:45an automation tool,

1:46and really it's all of those things wrapped into one. So back to the original

1:51question,

1:51what is this thing exactly, right? Come on, Sean, just give me a sound bite to

1:56tell me what this

1:57thing is. Well, ServiceNow is essentially an all-in-one product for tracking,

2:02managing, and automating

2:04everything that's going on in your organization, right? All of those email

2:08threads that you have

2:09to sift through to find out what's going on in a particular project, all those

2:14times when

2:15customers give someone an order and that order gets lost somewhere or forgotten

2:20about. And all of

2:22the times when you've had to ask that question, "Hey, did anyone ever follow up

2:26on this?" All of those

2:28things are things that ServiceNow can really help you out with. Now, the way it

2:32does this, and this

2:33is really kind of the key concept of ServiceNow in general, is it gives you

2:39ways to centralize,

2:41organize, and automate all of these things, right? So really at its core, that

2:46's what ServiceNow is

2:47about. Centralization, organization, and automation. And we're going to take a

2:52look at all of these

2:53things throughout the rest of this course. All right, so before we move on,

2:56what I'd like to do

2:57here is make this a little bit more concrete for you by giving you a few

3:01examples of how ServiceNow

3:03can help, right? Situations, rather, where ServiceNow can really help you out.

3:07So first of all,

3:08imagine that you're doing something like onboarding a new employee, right?

3:13Maybe you've done this

3:14recently at your organization. Well, as you know, that process has a lot of

3:19very specific steps in

3:20it, right? Things that need to be done. The employee needs to get a laptop. The

3:23employee needs to get

3:24access to all of the company's software. The employee needs to, you know, meet

3:29their teammates,

3:30things like that. Right now, the problem with processes like this in most

3:33organizations is that,

3:35first of all, it requires lots of different teams to coordinate on this, right?

3:40You need to coordinate

3:41the HR team, the IT team, whatever team the employee is joining, and many other

3:47teams as well,

3:48in order to make that a successful onboarding and actually complete the onboard

3:53ing process.

3:54And most of the time without a specific way to track all of this stuff, right,

3:58make sure

3:59all of this stuff is getting done, the process just kind of turns into a haph

4:03azard and somewhat

4:04embarrassing mess, right? But what service now does is it gives you a way to

4:10basically define this

4:11process in a very concrete way. And also, it provides tools for making sure

4:16that the right

4:17tasks get assigned to the right people at the right time. So, you know, when

4:22the employee is about

4:23to start their first day of work, it makes sure that the IT department or

4:27whoever's in charge of

4:28that kind of thing in your organization knows that that employee is going to

4:32need a laptop to get

4:33started at work, right? Things like that. All right, so that's one example.

4:36Another example would be,

4:38you know, think about every time someone at your organization needs to get

4:42access to

4:44something sensitive, right? Maybe a piece of software, maybe a, maybe an

4:47account. Well,

4:48what's the process for that like? And is it actually specified in a concrete

4:54way somewhere in your

4:55organization, right? Or is it just in people's heads? Or is it just kind of

4:58this, this haphazard

5:00process where, you know, hopefully it's done right? No one really knows. Well,

5:06service now again,

5:07gives you the tools to actually define that process, right? Define the actual

5:12permissions that

5:13should be in place in order for an employee to get access to something

5:17sensitive like that.

5:18It documents that process and the decisions that were made. And it makes sure

5:22that the status of

5:23that process is visible without having to send out emails to a bunch of other

5:28people in your

5:28organization. All right, so to put all of this in another way, right, to give

5:33you kind of a sound

5:34bite here in order to understand what service now is, service now really gives

5:39you a way to get

5:40all of that work, right? Permissions, statuses of different projects out of

5:45your inbox where they

5:47often get lost in, you know, endless email threads and into a system where all

5:52of those things are

5:53highly visible and very easy to track.

0:00All right, so hopefully those examples helped you to understand a little bit

0:02more

0:03some of the capabilities or at least the main focus of ServiceNow and we'll be

0:07going into this

0:07in much more detail in later videos. But what I'd like to do first is get into

0:13the specifics a

0:13little more and give you kind of like a whirlwind tour of some of the things

0:17that we'll be covering

0:18in this course. All right, so I've had ServiceNow at behind me the whole time.

0:22Let's take a look

0:23at what this thing can do. So the first thing that I want to show you here is

0:26one of the major

0:28use cases for ServiceNow is keeping track of what are known as incidents in the

0:33ServiceNow world.

0:34And basically these are just something that happened that was bad, right? So

0:39you can see

0:39these are just some examples and we'll be working with this example environment

0:45in much more detail

0:46in later videos. But as you can see this thing has things like unable to access

0:50the shared folder,

0:51email server is down, unable to post content to a wiki page. Really it's just

0:56anything that went

0:57wrong anywhere in your organization is now tracked. And here's a cool thing

1:01that I think you might like.

1:02It's also very easy to create visualizations from this so that you can

1:06understand what's going on

1:08with all of this a little bit better. So just to give you an example, let's say

1:11that you want to know

1:12where all of these incidents are in case of priority, right? How many are

1:17critical or high or

1:18regular? Well, you can do that very easily by just going to pie chart and that

1:24's immediately

1:24going to show you a pie chart of where your incidents currently stand. And you

1:28can really do this with

1:29any kind of data. And that's one of the cool things about ServiceNow is just

1:34how flexible it is. So

1:35if we go back here, let's say that instead of the incident priority, we want to

1:39know who's reported

1:42the most incidents. Well, that's a really easy thing to find out here. We can

1:47just create a bar chart

1:48and that will show us, sure enough, this person over here on the left hand side

1:52definitely wins

1:52in that respect. All right, now besides that, there's also the ability to

1:57create different

1:59dashboards, right? So when you need a central view of multiple data sources

2:04like tasks, charts,

2:06and, you know, things like performance indicators, you can get that all in one

2:10place by either building

2:12your own dashboard or having someone else build it for you. Essentially, this

2:15just helps you to stay

2:17on top of what's happening and create an interface that's specific to your job.

2:22So, you know, let's

2:23take a look at this here. We're going to go into human resources overview. And

2:27as you can see,

2:28this immediately contains several different visualizations that really help

2:33someone in the

2:34human resources department understand what's going on on a day to day basis in

2:38their department.

2:40All right, besides that, there's also this ability to manage what's known as

2:44knowledge in ServiceNow.

2:46And this is basically just anything that's useful that someone knows ServiceNow

2:51provides you with

2:52a centralized place to put that. And it also makes it searchable. So let's say

2:55that we want to search

2:56for, you know, let's say that we just got our new computer and we're not

2:59familiar with Mac. And so

3:00we want to look up Mac related knowledge. Well, we can do that really easily

3:04here by searching that.

3:05And that immediately brings up everything that anyone's ever written or added

3:10to this knowledge base

3:11about working with Macs, right? Some common problems that you might encounter.

3:16And you can do the

3:16same thing with Windows too, right? So let's type in Windows. And that will

3:20give us all of our

3:21organization's knowledge that's been cataloged about working with Windows. All

3:24right, now,

3:25just to move on to the next thing here, we just saw that in ServiceNow it's

3:29possible to build

3:30custom dashboards. But sometimes you might need an entire interface that will

3:35be used by some sort

3:36of internal team or maybe even a customer. And ServiceNow actually provides you

3:41with something

3:42called the UI builder that makes it very easy to create those, right?

3:45Essentially, you can just

3:47drag and drop these things into place instead of having to get a development

3:51team in house

3:52to build that for you. All right, so just to show you what this might look like

3:55, let's go into

3:56experiences and then we're going to scroll down to HR agent workspace. All

4:01right, so this might be

4:02something used by of course an HR agent in your organization. And if we take a

4:06look at something

4:07like the landing page default, this is a custom interface that we can actually

4:11move around ourselves,

4:13right? So if we want to change the positions of things, we can do that very

4:16quickly and easily,

4:17again, without having to consult a programmer or get the development team to

4:21work on this for us,

4:22which provides you with a lot of capabilities as far as setting these things up

4:27. Now, in addition

4:27to being able to design these custom interfaces as part of ServiceNow, another

4:32thing that you can do,

4:34right? I talked earlier about processes like onboarding into employee, there's

4:38actually a

4:39specific editor for doing that as well, where you can actually design the flows

4:44that different

4:45things go through in your organization, such as employee onboarding. And you

4:50can modify those

4:51and link those to different parts of ServiceNow as well. All right, so let's

4:55browse over here to

4:57maybe let's do service catalog item request, right? So as you can see, this

5:01here contains all of the

5:04steps, right? The order that they're supposed to go in as well as things like

5:07branches, right? If

5:08you need to add in like an if then structure there into the flow, that would go

5:13along with

5:14requesting an item from the service catalog. And speaking of the service

5:18catalog, you don't know

5:19what that is yet. The service catalog, which is yet another part of ServiceNow,

5:24this is a

5:26comprehensive listing of all of the goods and services that your organization

5:31provides. And

5:33basically by interacting with this interface here, you can make sure that any

5:38incoming orders

5:39from customers or internally from employees are kept track of and addressed. So

5:44you can do things

5:45like, you know, if we go into hardware here, you can do things like request

5:49laptops for new sales

5:50people, right? If you're onboarding someone, you can go in here, you can even

5:54select like optional

5:55software. And of course, all of this is also configurable too. That's another

5:59thing that you'll

6:00find with ServiceNow as it's very tends to be very meta, right? Everything you

6:05see on the screen

6:06can be configured. And in many cases, even the screens for configuring other

6:10screens can also

6:11be configured. That's just one of the many fun things about ServiceNow as you

6:14'll see. And one last

6:16thing I want to show you here before we move on is in case you think that this

6:20interface here

6:21looks a little bit like a 1990s website. There's also a customer facing version

6:26of this, right?

6:27This is the internal facing version called the service portal. You can do the

6:32same basic things

6:32in here. And they'll also be automatically kept track of and assigned to the

6:36right people. So,

6:38you know, if we wanted to order the sales laptop through here, let's just look

6:42for it there. Sure

6:43enough, sales laptop in here, and we can do things like add it to our cart and

6:48check out. And ideally,

6:50within a few days, we'll see that new sales laptop show up. And of course, one

6:54last thing I want to

6:54add here again is that all of this can be configured too. So you can change

6:58anything that you're seeing

7:00in this customer facing portal to look different to behave differently, things

7:05like that. So anyway,

7:06that's just kind of a whirlwind tour of ServiceNow. So again, what we're going

7:12to be doing in the

7:12following videos and throughout the rest of the course is taking a deeper look

7:16at all of these

7:17interfaces that we've seen here, seeing how they can help your organization,

7:21and also, of course,

7:22seeing how to use these things to their fullest. So without further ado, let's

7:26jump in and get started.

0:00All right, so now that we've discussed the basic ideas behind service now and

0:05kind of

0:05the goals of service now and how it can help organizations, the next thing that

0:11I want

0:11to do before we jump in and take a look at ServiceNow's interface and kind of

0:15the basic

0:16layout of the platform is I want to talk about some similar tools to ServiceNow

0:23.

0:23Right, so the thing that, you know, the question that people usually ask at

0:27this point, once

0:28they've seen what ServiceNow does is, oh, well, isn't that just like something

0:33like

0:33Trello, all right, or isn't that just like, isn't that just like what Asana

0:38does, or,

0:39you know, insert your other project management tool that you've seen

0:43advertisements for on

0:44TV or online, right?

0:47So here's the thing, right?

0:50And I think that this will help kind of put everything in perspective here.

0:54These tools such as Trello and Asana, I'm sure that everyone has worked with at

0:58least

0:58one like Trello board, right?

1:00Most people are more than aware of what a Trello board is, right?

1:05But you may have also worked with things like basically any kind of like Kanban

1:10board or

1:11a similar, you know, similar task management tool.

1:15Here's the thing, those tools are primarily meant for smaller companies, right?

1:21So if you have a little company here with maybe like 20 people at it, then

1:26these tools

1:26here are going to be really the best fit for those companies, right?

1:31The fact is, as you'll see very soon, and just by the fact that there are

1:35courses out

1:36there on how to use ServiceNow in the first place, the fact is that ServiceNow

1:42is very

1:43complex, right?

1:45There's just a lot you can do with it.

1:47And for companies that are like this small, they don't really need that, right?

1:52They're perfectly fine, either just with like emailing back and forth because

1:55it's a small

1:56enough network or using tools like these in order to, you know, in order to

2:01make sure

2:02that things get done on time and that everyone can see what's going on.

2:07So that's really the biggest difference here is when you have a company that's

2:10maybe like,

2:12you know, 5,000 people, and that's not even a truly large company, these tools,

2:17right?

2:18Could you imagine 5,000 people using like trying to use a few Trello boards to

2:23keep track

2:24of things?

2:25That's really just not doable, especially when you start to have like multiple

2:29departments

2:30in this company that have to communicate with each other and, you know, things

2:35like compliance.

2:37These tools just don't have what it takes in order to do that.

2:40And that makes sense because they're not really trying to do that.

2:43They're trying to be something that helps teams, right?

2:46Pretty small teams keep track of tasks.

2:49All right.

2:50So you can kind of think of service now, right?

2:52Because service now does have tools that allow you to do pretty much the exact

2:56same thing

2:57as Trello or Asana or any of these other tools, Monday.com and so on.

3:03But it also has a lot more, right?

3:05There's just a lot more that you can configure.

3:08There's a lot more that you can customize.

3:11There's a lot more that you can add on to the process.

3:14And so that really is the main difference between service now and a lot of

3:18these other

3:19much smaller tools.

3:21It's just the scale and the complexity behind what service now is capable of.

3:26So hopefully that helps clarify this point because again, this is a question

3:30that comes

3:30up a lot at this point.

3:32[BLANK_AUDIO]

0:00Okay, well hopefully at this point you kind of are starting to wrap your head

0:03around what ServiceNow is, so it's time for us to jump in and start taking a

0:08look

0:08at what it looks like. Now probably the most confusing thing for a lot of

0:13people

0:13about ServiceNow is the fact that it looks different for pretty much anyone

0:19who's using it, right? So this thing that you see here, this is just the

0:23dashboard.

0:24Your dashboard on ServiceNow might look completely different from this. And by

0:29the way, for the demonstrations that I'm going to be doing in this course, I'll

0:33be

0:33using a ServiceNow simulator instance. Basically this is just an instance that

0:39ServiceNow has pre-configured for you to play around with the interface. Now if

0:45you want to do this as well, you can usually access these from ServiceNow's

0:49website. Oops, I have no idea why that wasn't showing up there. But if you go

0:54to

0:54just the homepage of ServiceNow and then go to learning and start learning,

0:59and then there's a few more steps here that you'll need to go through, right?

1:02So

1:02you'll need to go into like one of these things that actually walks you

1:07through ServiceNow. You can usually get to it. It is rather

1:12deeply nested by going to this thing here, and you should see like this

1:17button that says create an instance or something like that for just kind of

1:23learning purposes, right? So that's what I'm going to be using here. That's,

1:27you

1:27know, this instance that you see is just a simulator instance. So I wanted to

1:30point

1:30that out. And anyway, again, going back to the main point that I was making

1:37there,

1:37ServiceNow is a highly, highly configurable platform. Essentially, no matter

1:44what your large business or medium-sized business is trying to do, ServiceNow

1:50has

1:51tools for it. And in pretty much all cases can be configured to be what you

1:57need it to be, right? And again, the confusing part about this for many people

2:01is that it can look different depending on who's using it and what they're

2:04using

2:05it for. So, you know, if you're a salesperson using ServiceNow, the interface

2:10that you're used to is probably going to look completely different than what,

2:14you

2:14know, like a customer service agent's interface looks like. Just something to

2:20keep in mind. All right. So with all of that in mind, here's how we're going to

2:25go

2:25about this. We're going to start up here in the nav bar because frankly, the

2:30nav

2:30bar, right? These little things here, I'll talk about what these are in much

2:34more

2:34detail shortly. This menu bar here really contains the majority of the

2:39complexity that you're going to find in ServiceNow. As you can see, some of

2:44these

2:44menus are pretty large. And when a menu has a filter in it, right, a little

2:48search

2:48box, that's usually an indicator that you found like, you know, kind of like a

2:52central hub of the application. Okay. Now, first of all, let's talk about what

2:57this what this navigation bar is. ServiceNow is actually given this thing a

3:01specific name. This is called the next experience. All right, this is rather

3:09lengthy to write out here. The next experience user navigation. So,

3:14essentially, this is like, kind of like a nav bar on steroids, right? As you

3:20saw,

3:20it already has things like search bars and whatnot. And basically, the idea

3:25here

3:25is that anywhere you need to get in ServiceNow, any task you need to perform,

3:30you can get there through one of these five links. Okay. And if you're not an

3:37admin, right, this the current setup here for this simulator instance is that

3:44this

3:44is an admin user. You'll notice also that that is not my face in the top right

3:48hand corner. It's just kind of the default setup. So, you might not have this

3:52little admin thing there either. But anyway, the idea here being that this nav

3:57bar contains kind of the tools or it's kind of like a roadmap almost for how to

4:03get to the rest of the features of ServiceNow. All right. So, let's go through

4:08each

4:08of these and take a look at the different things you can do with them. First of

4:13all, if we click on this all button, this here is basically a list of all of

4:20the

4:20applications that you can access in ServiceNow. So, first things first, a

4:26little bit of terminology is in order. You'll hear the word application in the

4:32context of ServiceNow. And this is not referring to ServiceNow itself, right?

4:37ServiceNow is more of a platform, right? A collection of applications. And so,

4:42an

4:42application in ServiceNow really refers to a distinct core functionality of

4:50ServiceNow. So, I'll go through those in just one second. But inside each

4:55application, there are what are referred to as modules. And each module

5:02basically

5:03represents a specific thing that that application can do or a specific action

5:08that you might want to perform within that application. Again, that might be a

5:12little bit confusing. Really, just keep in mind they had to choose some kind of

5:16consistent terminology here. So, application and modules might not seem like

5:21the right choice to you after you've learned what these things do. But that's

5:24just what they're called. And so, to keep things consistent, we'll be calling

5:28them

5:28those as well. So, let's click on this all thing again. And what you'll see is

5:34that there are quite a few applications in ServiceNow. So, one thing that you

5:39might want to search for is something like incident, all right? If you search

5:45for incident, what you'll see is that first of all, incidents are modules in a

5:51few different applications. We'll talk about that shortly. But what we're

5:56looking for here is the incident application itself. So, the incident

6:00application, the purpose of this application is to track and manage

6:06incidents, right? So, things that go wrong, right? If there's a customer who's

6:10having trouble with your site or internally, right? If there's someone who

6:15is, you know, who's having trouble doing their job or needs help with

6:21something, that's what this application is going to be used to manage. So, if

6:26you

6:26click on this application here, well, what you'll notice is that that actually

6:29collapses it and extends it, right? Applications are a little bit more

6:34abstract than that, right? It's not like opening an iPhone app where the

6:38incident

6:39application comes up and it's got its own home page and stuff, right? Instead,

6:43when you want to do something with an application, you're usually going to

6:47have a specific thing, a specific action you're going to want to do. So, take a

6:50look at these modules that are available under incident. We have create new,

6:55assigned to me, open, open unassigned, resolved, all overview. There's lots of

7:01modules in there, right? So, let's just click on create new. This would be, you

7:07know, the action that we're taking here would be creating a new incident. Let's

7:11say that we're unable to access some key piece of software that we need to do

7:16our

7:17job, right? Well, we could come in here and create an incident and we'll go

7:21through

7:22this in much more detail in another skill, right? Obviously, these things are

7:26pretty complex or at least give you a lot of room for configuration, right? But

7:31that's the idea is this is an action that you would want to perform and notice

7:34what this action here, right? This module replaces, let's just scroll back here

7:41so

7:41I can draw this out again, what this module replaces is people at our company,

7:47these are supposed to be little person icons here, just kind of drawing them as

7:51quickly as possible. This specific create incident module replaces multiple

7:58people at our company emailing each other, right? Maybe this person is having

8:01trouble logging on to some key piece of software that they need to use, right?

8:06Right? So that person's having a problem? Well, that person's gonna maybe email

8:10this

8:11person and then that person doesn't email them back fast enough. So they email

8:15this

8:15person, then this person gets back to them and says like, "Hey, you need to

8:19email this

8:19person, this person emails that person, this person says, "Yeah, sure, I can do

8:24that

8:24for you." And it's just total confusion, right? So that's what this structure

8:29is

8:29meant to do. Instead of having all of those back and forth communications,

8:33things like that, this person simply creates an incident in service now, right?

8:39And whoever's in charge of that, they'll just automatically be able to see that

8:44and

8:45manage that. And then if a manager wants to know what happened, right? Like the

8:51manager maybe hears that 10 people weren't able to log on to this or that

8:54software, well, they can check where that's at by looking at those incidents,

8:58right?

8:58So this provides just a nice centralized place to manage things like that. And

9:04that's just one of many, many features in service now, all right? So anyway,

9:10getting back to this all thing, you know, you can obviously search through it

9:14with

9:15this filter and you know, you can also like refresh it. If your company adds

9:20new

9:20applications, you're gonna need to do that in order to see those. So, you know,

9:25these applications are flexible and applications can be added, modules can be

9:31added, things like that. So anyway, that is the basic structure of how things

9:38are

9:38done in service now is with this whole like application module structure. The

9:43next thing that we're gonna do is we're gonna take a look at things like

9:46favorites, history, workspaces and so on.

0:00Okay, so now that we've taken a look at the basic way that applications are

0:05organized

0:06in service now and how you can access them and the modules that they contain

0:10through

0:11this all menu, let's take a look at some of the other ones.

0:14So favorites, this one's probably not going to come as a huge surprise to you.

0:19This is basically where you can save the applications and modules that you use

0:23most often.

0:24Now it's no secret that when you have a list of different things like this,

0:28right, let

0:29me just go back there.

0:30When you have a list of different applications like this and each of those has

0:33like a lot

0:34of different things inside of it.

0:35Oops, I didn't mean to click on that.

0:37It's no secret that you're going to use some of those much more often than

0:40others, right?

0:41Some of those you might use daily.

0:43Some of those you might use maybe like once in a very long while or never.

0:50And so favorites provides you with a way to really create sort of shortcuts for

0:54the applications

0:56and modules that you use most often.

0:59So here's what you need to do in order to add favorites.

1:01Once you've identified which ones you want, all you need to do is go into all

1:05and click

1:06on the star next to it.

1:07So let's add a few to our favorites here.

1:10These are probably going to be the most useful ones and ones that will

1:13demonstrate in skills

1:15a little bit further down the line.

1:17So we'll start off with incident here.

1:19That was a very common one and we're just going to leave those things there.

1:23So you can see there are different locations.

1:26So just like how you can organize your favorites in your browser into different

1:30folders, you

1:31can do that with your favorites in service now.

1:34All right.

1:35So we're just going to leave top level selected.

1:37We're going to click done.

1:38I'll show you how we can kind of organize these in a minute.

1:42We'll also do this change thing, change management, right?

1:46Basically keeping track of things like switching over servers, things like that

1:51.

1:51That is a huge and very commonly used part of service now.

1:56So we'll click done there after adding that as a favorite password reset.

2:00We'll do that one as well.

2:01That's another example of something that service now allows you to keep track

2:05of and make sure

2:06that that's taken care of.

2:09And last but not least, we'll search for something here called knowledge and we

2:13're going to search

2:14for the application called knowledge.

2:16Basically this one as we'll see allows you to keep track of all of the

2:21different knowledge

2:23in your organization.

2:24So you know, if there are documented procedures or training materials, things

2:29like that, that's

2:30usually where they're going to be if people are using this feature correctly,

2:34right?

2:34So now that we've added all those, let's go over to favorites.

2:37And as you can see, those things are all in there.

2:40So those are going to be much easier to access now.

2:42So if you wanted to create a new incident, you just go into favorites.

2:45You don't have to search anymore to find it and you can just do create new

2:48right from

2:49there.

2:50All right.

2:51Now, another thing that I wanted to point out real quick, we'll go back to

2:54favorites

2:54and see how you can edit colors and change the symbols next to them, things

2:57like that.

2:58Very exciting stuff.

3:01Notice that as we navigate around service now, this little thing here, this

3:05little pill

3:06up at the top tells us where we're currently at, right?

3:10So this is sometimes referred to as like a context pill.

3:14And that just, you know, it really just helps you, helps keep you oriented with

3:19where you're

3:19currently at without that.

3:21It would be pretty easy to get lost in this, you know, in this platform.

3:25So that is the basic idea of favorites.

3:29If you go back into favorites, what you can see is if you click on this little

3:34edit button,

3:36that will actually bring up this wonderful little menu that allows you to edit

3:39different

3:40things and assign different colors, different symbols to different actions.

3:45So let's say that you wanted to, you know, let's say that you wanted to maybe

3:50highlight

3:51things in yellow or red that were important.

3:56So maybe something like, maybe if you go into assigned to me, maybe you want to

4:00change the

4:00color of that to yellow.

4:02Well, as you can see, that just changes the color of that icon.

4:05This can be used to help you kind of keep track of what's what.

4:09And one thing that we'll discuss in much more detail shortly is, you know,

4:15notice that each

4:16of these things here has sort of like a default icon assigned to it, right?

4:22So all has this little like list icon.

4:25So it is resolved and open and open, unassigned, things like that.

4:30And some of these other ones have like, you know, this picture icon next to it

4:34or this

4:34information icon.

4:36Well, basically those kind of give you a hint as to what you're going to find

4:40when you follow

4:41that link.

4:42So if we find or if we follow rather that assigned to me thing, and here we'll

4:47say leave, there

4:49we go.

4:50So if we go into favorites and follow this assigned to me thing, what you're

4:53going to

4:54see.

4:55Well, there's no records to display in this list, but ultimately this is a list

4:59and the

5:00same would be true if you were to go to like open, unassigned, right?

5:04This one does have some things in there.

5:07And again, this is all just kind of like default filler data provided for us by

5:11, by

5:12service now.

5:13But you can see that this is a list as well.

5:15So again, really those just serve as kind of like a hint to what you're going

5:18to find

5:19when you reach those now create new.

5:21We saw that that was a form here.

5:24If we go to overview, what are we going to see there?

5:28And that's actually a dashboard.

5:30If we take a look at one of these other things here with that little info sign,

5:34like incident

5:35properties, this is just going to be kind of like this, this other form that

5:40you'll see

5:41here as well.

5:42So really, you know, while that info icon might not be quite as consistent, a

5:47lot of

5:47these other things are especially that list one there.

5:50So anyway, that is kind of the basic idea of this favorites thing and how you

5:55can edit

5:56those.

5:57Let's take a look at some of these other ones.

5:58So history here, this is really just a, you know, a record of the different

6:04applications

6:05and the different modules that you've visited recently.

6:09So this can really be great if you were doing something maybe like 15 minutes

6:13ago and you

6:13close that tab by accident or something.

6:16And you're like, okay, how do I get back there?

6:17Or what was that exactly that I was using?

6:19That's a pretty common one in service now as well.

6:22It's because there's so many different, you know, apps and modules that it's

6:27very difficult

6:28to remember the names of all of them.

6:30But anyway, the last thing here is workspaces and workspaces.

6:35This is kind of an interesting concept.

6:37And in order to show you this, let me just go back to my little whiteboard here

6:43.

6:43So the idea of workspaces in service now is that depending on the role of the

6:48person

6:49using it, right, depending on the role of the person using service now, they're

6:53going

6:53to have completely different needs with regards to what they use on a regular

6:59basis, right?

7:00So you know, let's say that we have a collection of different applications and

7:04modules, things

7:05like that.

7:06I'll just draw these as little boxes here.

7:08All right.

7:09Well, the fact is that, you know, a manager over here, let's say that this is

7:14maybe a sales

7:15manager, and then over here we have maybe like a customer service agent.

7:21All right.

7:23And then over here, maybe we have like a software developer.

7:28Well, all of these are going to, you know, all of these different roles are

7:34going to have

7:34significantly different needs from this, you know, this pool of applications

7:39and modules,

7:40right?

7:41There's probably going to use the applications and modules for things like, you

7:47know, things

7:48like project management and features, right?

7:51Whereas the sales manager, they're probably going to want access to like the

7:55database

7:56of all of their contacts at different companies.

7:59And the customer service agent, they might need to have access to, I don't know

8:02, a few

8:03things like creating incidents if someone calls and is not able to access their

8:09account

8:09or something like that.

8:11So you know, because each of these people is going to have different and oft

8:15entimes overlapping,

8:18you know, needs in this software, in many cases, it's easiest to just create

8:22something

8:23called a workspace, which basically is just a custom interface that includes

8:31the most

8:32necessary tools for the job for that person.

8:35And usually it will include some sort of like custom dashboard as well.

8:39All right.

8:40So you, in this case, you would have like a sales manager workspace, you'd have

8:44a software

8:45dev workspace, you'd have a customer service agent workspace.

8:47And in that way, you'd have a lot more control over what each of those people

8:52is seeing.

8:53So if a new customer service agent, you know, joins the company, then you could

8:58just give

8:59them access to the workspace for their role.

9:02And they wouldn't have to go through the trouble of figuring out service now

9:06from scratch,

9:07like we're doing here, right?

9:09So anyway, that's the idea of workspaces.

9:11So you can see that I have a few workspaces in here in this simulator instance.

9:16If we click on any one of those things, so maybe like service operations

9:19workspace, you'll

9:20see that sure enough, this brings up sort of like a customized interface for us

9:26.

9:26That's going to make our job a lot easier.

9:28So you can see that the default here is that we have this nice little like list

9:33thing showing

9:33us the different interactions that are assigned to us.

9:37We'll go through what interactions are in another skill.

9:41But you can also see that over here on the left hand side, we have this really

9:45nice list

9:46that includes a lot of the most commonly used tools that we might need to

9:50access, right?

9:51So if we want to see what tasks are assigned to us, we can just go under

9:55catalog tasks assigned

9:57to you.

9:58We want to see incidents that are assigned to us.

9:59We can go there.

10:00If we want to see like, you know, any open changes that are in progress, we can

10:04go there.

10:05And this one actually has a lot of stuff displayed in that list.

10:08Ultimately, this is just sort of like a pre-configured setup that is going to

10:13make it much easier

10:14for someone in this role to get up and running without having to take the hours

10:19and hours

10:19necessary to set up their own custom, you know, their own custom flow for

10:26service now.

10:27And, you know, look through, find all the applications they'll need, specify

10:31their favorites, things

10:32like that.

10:34So that's the idea of workspaces.

10:36We'll go over workspaces in much more detail a little bit later as well.

10:40But let's go back for now to just a regular dashboard, right?

10:45You can get back to the admin dashboard just by clicking on the service now

10:48icon up here

10:49in the top left corner.

10:52And you know, if you find yourself using one of these menus very frequently, so

10:57if you

10:57want to have that all menu up at all times, instead of having to come up here

11:01and click

11:02it every time, you can actually select this little teeny tiny pin icon.

11:07And that will pin the menu over on the left hand side.

11:10All right.

11:11And, you know, if you wanted to do this with favorites instead, that's

11:13essentially going

11:14to replace all.

11:15And if you wanted to do it with history, that's going to replace favorites.

11:19Really, you can only have one of those up at a time.

11:21But let's just do all for now.

11:24Since that's probably what we'll be using for the near future.

11:28All right.

11:29So that's pretty much all I wanted to discuss about the basics of navigating

11:33service now.

11:35Obviously, from here, it's really just getting a taste and getting used to all

11:41of the different

11:42apps and modules that service now provides and things like how they all fit

11:48together.

11:49So anyway, that is the basic idea there.

11:52The next and final thing that we're going to talk about is how we can do things

11:56like

11:56customize our profile and also customize the instance that we're working on.

12:01[BLANK_AUDIO]

0:00All right, so we've taken a look at the main navigation structure of ServiceNow

0:06.

0:06And so the last thing that I want to do is show you a few little extras.

0:10You'll notice that over here on the right hand side, there's a lot of stuff

0:14that we

0:14haven't looked at.

0:15Now this stuff is pretty simple.

0:18So I'm just going to run through it pretty quickly with you.

0:20And really the focus of it is this little icon here, which gives you a few more

0:24options.

0:25So first of all, what you'll see here is you have the application scope and you

0:30can actually

0:30change this.

0:32What this allows you to do is have different settings for different

0:35applications in the

0:36platform.

0:38And the default, of course, is global, which means that by default, the

0:41settings you change

0:42will just be, you know, adopted by all the applications.

0:45All right, we'll take a look at that a little bit later in more detail.

0:50We have the sidebar discussions thing here.

0:52This is just like, you know, messages that you can send to other people in the

0:57platform.

0:58And then you have also the help center.

1:00This is where you can go if you have, you know, questions about different parts

1:04of the application.

1:06And finally, there's this notifications thing that will light up when, you know

1:10, something

1:11happens, right?

1:12Something like a task getting assigned to you.

1:15There's a lot of other things as well, but that's really kind of the main idea

1:18there is,

1:19when when there's something that needs your attention, you'll see a little

1:23notification

1:24button light up on that.

1:26All right, so let's go into this user profile thing here.

1:30There's a lot of different, a lot of different things here.

1:33Really, I guess, first of all, if you're serious about becoming a power user

1:38with service

1:39now, I'd highly recommend at least testing out some of these keyboard shortcuts

1:44, right?

1:44These are obviously going to depend on your operating system.

1:47So I'm using a Mac right now.

1:49So these might look a little bit different for you.

1:51But ultimately, these are just, you know, hotkeys for doing different things in

1:57service.

1:58Now that otherwise would require you to point and click.

2:01And ultimately, these can just speed up your, your usage of service now quite a

2:07bit.

2:08Now the thing I want to focus on here is this preferences link.

2:12If you click on that, what you'll see is that this gives you a pretty wide

2:16variety of

2:16different things that you can change about the application, right?

2:21Things about like how things appear, different, you know, preferences that you

2:25might have,

2:26right?

2:27You can obviously change your language and region.

2:29You can change your date, time and format if you are in, you know, a region

2:33that is

2:33a little bit different date, time wise.

2:36And you want to actually see that natively.

2:40And overall, there's just, there's a lot here.

2:41So we'll start off with this display option.

2:45This one here basically just controls how everything looks in the application.

2:49Now this is obviously just personal preference a lot of this.

2:54So you can obviously choose what to, you know, what you want to have this look

3:00like.

3:01But an example here is going to be the use compact spacing mode.

3:06If you turn that on, what that's going to do is that will actually make items

3:10in certain

3:11parts of the platform appear much smaller.

3:14So here, let's actually find a list here.

3:17All right.

3:18So we'll go back and we'll go and find our favorites.

3:21And we'll just go to one of those list pages here.

3:23All right.

3:24So let's go into maybe incident and we'll go to, I believe there was some in

3:28open.

3:28Let's just take a look here.

3:30We got to find something.

3:31There we go.

3:32All right.

3:33So if we adjust that now, if we go into preferences and display and then say

3:37use compact spacing

3:38mode, what you'll see, it might not be obvious at first what that does.

3:43But, you know, if you click it a few times and kind of toggle it, you can see

3:47things

3:47going on in the background there.

3:49All right.

3:50So if you activate this and then exit out, you'll see that everything, you know

3:54, if you

3:54watched closely, you could actually see that that changed behind the scenes,

3:58right, or behind

3:59that little window.

4:00And if we turn that off now, you'll see that everything gets just a little bit

4:03bigger.

4:04Really, it's, it's kind of too little to notice if you're not looking for it.

4:10But, you know, if you're a power user and also have good eyesight, I suppose

4:15that can

4:15be pretty helpful in allowing you to just sort of take in more information

4:20visually at

4:20the same time.

4:22So there's a lot of other things as well.

4:23I'm not going to really, you know, go into these in much more detail.

4:28You can feel free to play around with those and see what they do.

4:31There's other things as well.

4:32So like for the theme, you can change the color scheme if you want to.

4:37So if you want to change it to dark theme, you can do that, which is pretty

4:40nice.

4:40I'll change it back though, just for consistency.

4:43All right.

4:44And what else?

4:45Accessibility, right?

4:46If you, you know, have any accessibility needs, this is the place to find those

4:51for

4:51notifications.

4:52This is where you can adjust some of the, you know, some of the options that

4:55you have with

4:56those, right?

4:57So you can choose whether you want to receive notifications as email or next

5:01experience

5:01or in a workspace.

5:04What else here?

5:05So this is if you're going to develop applications for service now, you can

5:10just kind of leave

5:11that for now because we're not really going to be using that at all in this

5:15course.

5:15Language and region.

5:16I already took a look at that one.

5:17And finally user experience.

5:19This allows you to choose your, your starting page.

5:24So if you want to use like, you know, if you want to start off on your dash

5:28boards or

5:29if you want to start off on the page where you're at right now, let's say that

5:32the page

5:32you're on right now is, you know, is, is a very important one that you usually

5:39want

5:39to go to when you bring up service now, you can always select that one and that

5:43will change

5:44where you come back to.

5:45So there's just a lot of fine tuning things here that you can use in order to

5:49get the

5:49most out of this platform.

5:51[BLANK_AUDIO]

0:00All right, well, hopefully you gave these questions a try.

0:02Let's go through them one by one and see what the solutions are.

0:05So for the first one is if I want one of the N-E-U-N,

0:09that's next experience user navigation menus

0:13to be permanently shown on the left side,

0:15I can click the blank icon when I open the menu.

0:18For this one, it was the pin icon.

0:21We're going to just submit that there,

0:23and I can show you that here.

0:24There we go.

0:25And just ignore what's up here.

0:28This is from another course that I'm recording.

0:30So that's this little pin icon right there.

0:33So that's what makes it stick permanently over on the left hand side,

0:37and we can remove it by clicking that button again.

0:39Okay, so sure enough, we see that that one is correct.

0:42Next one is a workspace is the same as a module.

0:44This is definitely false.

0:46While there can be some similarities in between them, right?

0:49If we go to like a workspace here,

0:51this remember is more of a pre-configured setup for different roles,

0:57whereas a module is just a specific thing you can do,

1:00or a specific interface in service now.

1:04So sure enough, that's correct as well.

1:07The next thing here, the blank menu in the N-E-U-N bar

1:10lets you see the most recent modules you've visited.

1:13This is going to be the history menu, right?

1:15That was just one of the options there.

1:17Definitely isn't the all menu,

1:19and the other ones aren't even in that part of the app.

1:22And finally, we see that it says match up

1:24each of these modules here with the application

1:26that it belongs to.

1:27Feel free to use service now interface to figure this out.

1:30So those are already selected because I already,

1:32you know, I already went through and recorded this,

1:34and then I had to re-record it.

1:36But anyway, we see risk accepted.

1:38That is problem, personal backlogs, agile development,

1:40user functions formulas, and caller's service desk.

1:43And you could have gotten to all of those

1:45by just going into all and searching for the string up here.

1:50So for risk accepted, we could have just said risk accepted.

1:53And sure enough, we see that that's under problem there.

1:56So anyway, those are the solutions.

1:58Congratulations if you got all of these right.