Cheatsheet
2
Getting Started with ServiceNow Problems? Contact [email protected] ServiceNow creates a single system of record for all IT processes within a company. It brings together IT strategy, design, transition and operation on a simple cloud platform. Before you begin to work in ServiceNow, you should have attended the process and tool training. If you have not yet attended the process and tool training, you can read more about them and register here: http://itservices.uchicago.edu/strategies/itsm/training/ If a course that you need to attend has a waiting list, sign up to be on the waiting list, and we will try to accommodate you and/or schedule additional sessions. However, if you have not yet attended the process and tool training sessions now that the tool is live, here are some instructions and helpful tips on getting started below. Important Terms to Remember Incident: Unplanned interruption to a service. Problem: The underlying (root) cause of one or more Incidents. Service Request: Request from user for information, advice, access to a service. Impact: The number of users affected; or, how badly this affects University business. Urgency: How quickly resolution is needed before making an impact on the business. Getting Started Log in to http://uchicago.service-now.com with your CNetID and password. Have a question? Information is continually being added to Knowledge Base: http://answers.uchicago.edu Tips and Tricks Reference Fields: Hover over a reference field icon to see a preview of the information in that related record. Viewing Lists: Quickly change which columns are displayed in lists by using the cog icon at the left of the header bar. Return to original default view by using the cog and select Reset to column defaults box. Right click on header bar to see options related to that column, such as sorting, charting, or exporting. Group a list: right click on the column header and select Group By from the context menu. Examples: Group By Severity, Group By Assignment Group. Save versus Submit: select Save to save the record and stay where you are; select Submit (or Update in some cases) to save the record and return to the list. Assigned to me: click this module to view a list of records that have been assigned to you directly. Quick Filters: filter easily by clicking on a field value and select Show Matching or Filter Out. Logout: Make sure to close your internet browser completely to end your ServiceNow session. Logging in with an Android or iPhone l Go to http://uchicago.service-now.com l Log on with your username and password l Shibboleth will redirect you to http://uchicago.service-now.com/home.do l Edit the URL to remove “home.do” and reload This will provide a very basic interface to view tickets.
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Transcript of Cheatsheet
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Getting Started with ServiceNow
Problems? Contact [email protected]
ServiceNow creates a single system of record for all IT processes within a company. It brings together IT strategy, design, transition and operation on a simple cloud platform.
Before you begin to work in ServiceNow, you should have attended the process and tool training. If you have not yet attended the process and tool training, you can read more about them and register here:
http://itservices.uchicago.edu/strategies/itsm/training/
If a course that you need to attend has a waiting list, sign up to be on the waiting list, and we will try to accommodate you and/or schedule additional sessions.
However, if you have not yet attended the process and tool training sessions now that the tool is live, here are some instructions and helpful tips on getting started below.
Important Terms to Remember
Incident: Unplanned interruption to a service.
Problem: The underlying (root) cause of one or more Incidents.
Service Request: Request from user for information, advice, access to a service. Impact: The number of users affected;or, how badly this affects University business.
Urgency: How quickly resolution is needed before making an impact on the business.
Getting Started
Log in to http://uchicago.service-now.com with your CNetID and password.
Have a question? Information is continually being added to Knowledge Base:http://answers.uchicago.edu
Tips and Tricks
Reference Fields: Hover over a reference field icon to see a preview of the information in that related record.
Viewing Lists: Quickly change which columns are displayed in lists by using the cog icon at the left of the header bar. Return to original default view by using the cog and select Reset to column defaults box. Right click on header bar to see options related to that column, such as sorting, charting, or exporting. Group a list: right click on the column header and select Group By from the context menu.
Examples: Group By Severity, Group By Assignment Group. Save versus Submit: select Save to save the record and stay where you are; select Submit (or Update in some cases) to save the record and return to the list. Assigned to me: click this module to view a list of records that have been assigned to you directly.
Quick Filters: filter easily by clicking on a field value and select Show Matching or Filter Out.
Logout: Make sure to close your internet browser completely to end your ServiceNow session.
Logging in with an Android or iPhone
l Go to http://uchicago.service-now.coml Log on with your username and passwordl Shibboleth will redirect you to http://uchicago.service-now.com/home.dol Edit the URL to remove home.do and reload
This will provide a very basic interface to view tickets.
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The following email addresses are forwarded to ServiceNow:
