Complete Guide On Servicenow-fundamentals

By Author: srikanthbollu
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Let’s move a step ahead and learn some basics of ServiceNow. In this chapter, we will go through users/groups/roles, lists, forms, applications, modules and a few more concepts.

The ServiceNow developer instance has ample of dummy data like users, incidents, groups etc., which we can refer to gain good understanding about the concept. Throughout the remaining chapter, we will take our old example of BookWorm ltd. and try to understand where, ServiceNow fits in the internal functioning of the organisation.

Applications and Modules
ServiceNow defines Application as, a collection of files and data that deliver a service and manage business processes and Modules are, children of application linking to other pages or records in the platform.

For example, we have an “Incident” application, which has modules like “Create new” to create a new incident for any department in BookWorm ltd. “Open” module lists all the open incidents within BookWorm ltd. (This module may only be visible to system administrators).

Similarly, there are other important applications like Problem, Change, Workflows, ...
... etc. and its respective modules like “Create New”, “Open”, “WorkFlow editor”, etc.

Applications and Modules
Lists and Forms
Here, you will understand what are the lists and forms in ServiceNow.

Lists
It displays the set of records (based on certain conditions) from the data table. It could be a list of incidents assigned to a certain group, from the incident table or list of problems not assigned to any group from problem table, etc.

Below is an example, of the Incident list having incidents, which are resolved from the incident table.

Lists
This List is generated via the “Resolved” module of “Incident” application. This is a default module provided with ServiceNow. To open this module and explore this list, search “Incident” in application navigator and inside the Incident application find “Resolved” module.

Forms
It displays one record from the data table or it can be used to enter/update a record in a data table. For example, an incident form will display details related to a single selected incident or it can also be used to enter details of a new incident in an incident table.

The form which have details of existing incident record and form to enter the details of the new incident record are given below respectively.

Forms
Forms1
To access the first form in the above example, go to “Resolved” module inside Incident application. A list of resolved incidents will appear. Click on any incident number, to open the form. The second screen in the above example, having a form to enter new incident details, can be accessed via “Create New” module of Incident application.

Users, Roles and Groups
The users, roles and groups in ServiceNow are explained below in detail.

Users
are the individuals who use the ServiceNow within an organisation. The system administrator has the authority to create a new user, browse through the list of existing users, delete a user and impersonate a user.

To open the list of existing user, go to “Users” module inside User administration application.

(Search user in application navigator and click on “Users” under User Administration)

Users
To create a new user, click on the New button in top left of the content frame. Following form will open to enter a new data record for the user table.

Users1
A system administrator can also impersonate a user, which means that system administrator can login to ServiceNow as another user. There is an option in the banner frame, to impersonate as any other user.

Users2
Roles
are associated with the task that a user performs within an organisation. The role is assigned based on the work profile. For example, there can be an incident manager role, application developer role, incident analyst role, etc.

The roles control the access to the features and capabilities in applications and modules. So, a system administrator role may have access to a few applications which incident manager role may not have. The list of roles and form to add a new role can be found in System security application under Users and Groups.

For more information click on:servicenow fundamentals