ServiceNow Resources for ITIL Users

Guides

• ServiceNow Next Experience Demo -January 9, 2024 (Learn@Work)
• ServiceNow Next – Unified Navigation, Personalization, and Preferences
• ServiceNow – The Basics (PDF)
• Am I an ITIL User? (PDF)
• Assigning Approval and Task Delegates in the ServiceNow ITIL View (PDF)
• Working with Lists in ServiceNow
• 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)
• Exporting List Data to Excel (PDF)
• Submit vs Save vs Update (PDF)
• Contract Management Guide (PDF) – The contract management module is only visible to a small group of users.

Process

• Service Operations Workspace Guide (PDF)

Process

• Creating, Editing, and Completing an Interaction Record (PDF)

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

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)
• How to find a Person’s Assignment Group for a ServiceNow Incident (PDF)
• 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

• Creating and Working Requests in the Core UI (PDF)
• Creating and Working Requests in the Service Operations Workspace (PDF)

Quick Guides

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

Process & Quick Guides

• Creating a Knowledge Article

Process

• Asset Management Process & Quick Guides

Practice

• Change Control Practice Guides (Box)

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)
• Requesting ServiceNow Change Blackout Dates (PDF) – Instead of informational changes, request blackout dates
• Secure Enclave Change Request Board (CAB) Process (PDF)

Quick Guides

• Finding Reports in the ServiceNow ITIL View (PDF)

Process

• Problem Management Process Guides (Box)

Quick Guides

• Problem Management in ServiceNow (PDF)

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

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