ServiceNow Resources for ITIL Users

Guides

• ServiceNow – The Basics (PDF)
• Am I an ITIL User? (PDF)
• Assigning Approval and Task Delegates in the ServiceNow ITIL View (PDF)
• Available Wildcards for Searching a List (PDF) – Wildcards provide different results when searching a term in ServiceNow. If you enter text in a search box without using a wildcard, search results will only be records that start with the text searched.
• Customer Portal User Guide (PDF)
• Dashboards in the ServiceNow ITIL View (Video)
• Exporting List Data to Excel (PDF)
• Notification Settings for ServiceNow ITIL Users (Video)
• Searching and Filtering in the ServiceNow ITIL View (Video)
• Submit vs Save vs Update (PDF)
• Guidance for Workday-Related Calls, Incidents and Requests (PDF)
• Contract Management Guide (PDF) – The contract management module is only visible to a small group of users.

Process

• Call Management – Creating and Completing a CALL Record (PDF)
• Creating and Completing an Incident Record (PDF)
• Incident Management and Call Process Guides (Box)
• Major Incident Process

Instructor-Led Training Materials

• Incident Management Training Presentation (PDF)
• Incident Management Training Recording (Learn@Work)
• Service Desk Call Training Presentation (PDF)
• Service Desk Call Training Recording (Learn@Work)

Quick Guides

• Configuration Items in Incidents (PDF)
• The Five W’s of a ServiceNow Incident (PDF)
• Impact, Urgency, Priority, and Target Resolution Times on Incidents (KB Article)
• Incident Templates in ServiceNow (Video)
• How to find a Person’s Assignment Group for a ServiceNow Incident (PDF)
• How to Promote an Incident to a Major Incident in ServiceNow (Video)
• Parent and Child Incidents (PDF)

Web-Based Training

Achieving Service Excellence – The SLA Component – Interactive web-based training in Learn@Work to bring awareness to Incident SLAs: 

• Their purpose
• Their importance
• Their indication in ServiceNow 

Note: The training encompasses information about email notifications that are sent when 50%, 75%, and 100% of an incident’s SLA elapses.

All assignment groups within WashU IT End User Services (EUS) receive these notifications. Other assignment groups will not receive the notifications unless requested. To request the email notifications for your assignment group(s), please submit a request for a ServiceNow Platform Config.

Process

• Service Request Management – Creating and Working Requests (PDF)

Instructor-Led Training Materials

• Service Catalog Request & Fulfillment Training Presentation (PDF)
• Service Catalog Request & Fulfillment Training Recording (Learn@Work)

Quick Guides

• Approvals in the ServiceNow ITIL View (PDF)
• Basic Request Fulfillment in the ServiceNow ITIL View (PDF)

Process

• Knowledge Management Process Guides (Box)

Instructor-Led Training Materials

• Knowledge Management Training Presentation (PDF)
• Knowledge Management Training Recording (Learn@Work)

Quick Guides

• Article Editing in ServiceNow (Video)
• How to Create Knowledge from an Incident (Video)
• How to Create New Knowledge (PDF)

Process

• Asset Management Process Guides (Box)
• Configuration Management Process Guides (Box)

Instructor-Led Training Materials

• Overview of Asset, Configuration, and Problem Management Training Presentation (PDF)
• Overview of Asset, Configuration, and Problem Management Training Recording (Learn@Work)

Practice

• Change Control Practice Guides (Box)

Instructor-Led Training Materials

• Change Control Practice Training Presentation (PDF)
• Change Control Practice Enhancements Presentation (video) on May 4, 2023

Quick Guides

• Assignment Group and Assigned to Fields in an RFC (PDF) – Assignment Group is used for initial approvals for Normal changes
• How to Join and Add the CAB Meeting in Microsoft Teams (PDF)
• CAB Meeting Instructions for Voting Members (PDF)
• Copy a Change Record or Create one from an Incident (PDF)
• The Conflict Detector for Change Requests in ServiceNow (Video)
• Requesting ServiceNow Change Blackout Dates (PDF) – Instead of informational changes, request blackout dates
• Standard Change Template Proposals in ServiceNow (Video) – Standard changes can only be submitted using  a pre-approved template
• Secure Enclave Change Request Board (CAB) Process (PDF)
• Taking your RFC to the CAB (Video)

Quick Guides

• Finding Reports in the ServiceNow ITIL View (PDF)
• The Basics on Running and Editing Reports in the ServiceNow ITIL View (Video)
• Related Fields and Dot Walking in ServiceNow Reporting (Video) – Related Fields are available for reporting when a field in your source table is linked to another table. Using these related fields in reports is called “dot-walking.”
• ServiceNow List Reports (Video) – How to customize, filter, and favorite lists, such as “Open Incidents.”

Process

• Problem Management Process Guides (Box)

Instructor-Led Training Materials

• Problem Management Training Presentations (Box)
• Overview of Asset, Configuration, and Problem Management Training Recording (Learn@Work)

Quick Guides

• Problem Management for ITIL Users (video)
• Problem Management in ServiceNow (PDF)

Regular updates ensure ServiceNow is utilizing the latest performance, stability, and security resources. These update include:

• Monthly vendor-managed patching.
• Two (2) major releases annually.