*USER INTERFACE AND NAVIGATION* 20%

*SERVICENOW OVERVIEW

● Now platform is an Application Platform as a Service (aPaaS)

● Supports IT Workflows, Employee Workflows, Customer Workflows, and
Creator Workflows
● Single data model built on table schema (flexible)
● Multi-Instance cloud-based
o Each instance is a single software stack
● Advanced High Availability Architecture (AHA)
o AHA transfer in less than 7 minutes without downtime
● Check realtime instance availability on HI (Hosted Instance)
● Backups
o 4 weekly full backups
o 6 days of daily differential backup
● Domains (controls views/access)
o Global is the default domain and all users can see it
o Other domains: Access is limited to assigned users
● Roles: Collection of permissions granted to a user
● Groups: A group of people with shared tasks and permissions
● User: Individuals within an instance
● SN has 3 interfaces:
o Next Experience Unified Navigation (Primary interface)
o Service Portal
o Now Mobile Apps (Now Mobile, Now Mobile Agent)
● Next Experience UI:
o Content Frame: Where Forms and Lists display in an instance.
o Banner Frame: Contains base menus (All, Favorites, History,
Workspaces) as well as current location pill, Global Search,
Scope/Update Set, System Help, Notifications, and User Menu.
o Application Navigator: Complete list of Applications and Modules,
searchable by using Filter Navigator.
● Now Mobile: targeted at employees
o Persona-focused for intuitive use
o Mobile first and completely native
o Codeless and rapid development
 o Ability to submit, view, and update requests, issues, and tasks
o Includes Global Search feature
o Allows Offline access
o Includes push notifications
o Allows access to Knowledge Articles and Virtual Agent
o Has Role-based access
o Manageable from an MDM (Mobile Device Management) or MAM
(Mobile Application Management)
● Now Mobile Agent is targeted at fulfillers
o Has a few more capabilities than Now Mobile
● Service Portal: User-friendly self-service that provides access to specific
features using widgets
o Search for catalog items, knowledge articles, and records
o Allows submitting of requests
o Browse corporate news feed
● Base System Roles:
o Admin: System Administrator that has complete access (except for
some HR functions and Security functions)
o Specialized Admin: Specialized admin roles for specific functions.
Example – catalog_admin (can edit catalog items)
o Approvers: (approver_user) Can modify approval records
o ITIL: (itil) Can perform standard actions for an ITIL help desk
technician. By default, must have itil to have tasks assigned to them.
● User Authentication Types:
o Local Database: Authenticates based on user record in a
ServiceNow instance.
o External SSO: Authenticates user name and password configured in
identity providers that have a matching user account.
o LDAP (Lightweight Directory Access Protocol)
o OAuth 2.0: Authenticates name and password of OAuth identity
provider’s matching user account.
o Digest Token: Authenticates on an encrypted digest
o Multi-Factor: Uses Mobile Devices to authenticate by use of a
time-based one-time password (TOTP).

*LIST AND FILTERS

● Lists and filters help manage the records in a ServiceNow table.
● A list displays a set of records from a table.
● Users can search, sort, filter, and edit data in lists.
● Lists may be embedded in forms and may be hierarchical (have sublists).
● The list interface consists of a title bar, filters and breadcrumbs, columns of
data, and search capability.
o Each column in a list corresponds to a field in the table.
o Each row corresponds to a record in the table.

● Access list controls via the list title menu icon, or by right-clicking the title
bar.
● Can sort the list by any column, by clicking the column name. Clicking the
name again reverses the sort order.
● Can also access sort options through the list column context menu.
● WILDCARDS
o % = Ends With
o * = Contains
● Context menus provide three different levels of list control:
o The list title menu in the top right corner. (Hamburger Menu)
o The list column context menu, which appears for each column.
o The list fields context menu, which is available for each value in the
list.
● Show Visual Task Board allows you to create a new visual task board
based on the list of records.
o The visual task board is a collaboration tool with a special user
interface for presenting the tasks in the list. This option is only
available on lists of task records, such as incident, problem, or My
Work.
 ● Bar Chart and Pie Chart options allow you to view the list of records in a
bar or pie chart, also automatically grouped by values in the column.
● List Layout is where we configure the default column display for each
View.
● Import allows you to insert new records or update existing records in a list,
using data from a Microsoft Excel file.
● Export, you can save all currently displayed records and columns in
several formats, like Excel, CSV or PDF.
● Update Selected allows you to update one or more fields on multiple
records at a time.
o List Editor allows us to edit field values in a list without opening a
form by double-clicking beside the value to be changed.
o Select multiple consecutive values with Shift + Down/up arrow
(Windows) or Shift + Command (Mac).
o Select multiple non-consecutive values with Shift + Ctrl and click
(Windows) or Shift + Command and click (Mac).
● Assign Tag allows you to create a new tag or assign an existing one to the
record. Users can filter records by tags, and the system administrator can
configure notifications to be sent out when records with specific tags are
updated.
● The Natural Language Query allows you to filter the list data using natural
language instead of the condition builder. As you type, auto-suggestions
for text will appear so you can click the suggestion before typing the
complete filter. Click Ask, and you will see the filter applied to the
breadcrumb.
o The Natural Language Query can be activated by installing the
Natural Language Query (com.snc.nlq) and Predictive Intelligence
(com.glide.platform_ml) plugins.

*FORMS AND TEMPLATES

● Forms contain fields to collect and display data.

● The red asterisk identifies required fields
● You can enable or disable form tabs in the System Settings.
● Priority is calculated from the Impact and Urgency values
● Additional comments and Work notes are both Journal fields, where we
provide notes on a record, viewable by different users. Additional
 comments are visible by all users (customers), whereas Work notes are
viewable only by users with the itil role.
● Save updates the form and the form remains open.
● Submit saves the form and returns user to previous view.
● Insert copies the record and redisplays the list.
● Insert and Stay copies the record and keeps it open so that you can work
on the new copy immediately.
● Users with the view_changer role can switch their form view. This doesn’t
affect the views of other users.
● When the form personalization feature is activated, users with the itil or
personalize_form role can personalize which fields appear on a specific
form view according to their individual preferences. These changes don’t
affect other users.
● Form templates allow you quickly set form field values commonly used
together all at once.
● We access form templates through the More Options icon on the form
header.
● No special role is required to access the template bar or create
templates, but the ability to configure or apply templates created by
others depends on user access controls within the template.
● Form Designer: the graphical interface for configuring forms.
● The admin or personalize_form role is required to configure forms using
Form Designer.
● Field Types: used to find an appropriate data type for form function
● Field Name: used to identify field on a table
● Field Value: Displayed value of a field on a table
● Form Layout: used for form customization of forms, but allows Dot-Walking
to find fields from related tables.

*BRANDING

● As an admin user, you can configure the variables for colors, shapes,
fonts, and other aspects of the user experience.
● Branding Features that are configurable:
o Navigator background and text colors
o System date/time formatting
o Banner image, text and colors
 o Browser tab title
● Branding Features NOT configurable:
o Navigator Position
o Navigator Responses

*COLLABORATION* 20%

*TASK MANAGEMENT

● A task is any record that can be assigned or completed by a user in

ServiceNow. Users create tasks and are notified as the task moves along a
workflow. Tasks can be assigned to specific users or user groups.
● The power (and value) of tasks is that they are repeatable processes
across the enterprise.
● The Task table is one of ServiceNow’s core tables. It makes a series of
standard fields like, Created by and Due date, available to other tables
- Incident, Problem, Change Request, etc. In technical terms, these other
tables extend the Task table.
● The Incident table has a Resolution code field, which is used to categorize
the way that an incident was resolved. This additional information is used
for reporting purposes.
● The Problem table includes fields specific to Problem Management,
like Root Cause and Workaround. These fields are used for publishing
information for the Service Desk.
● The Change Request table has an Implementation Plan field to specify the
steps to be followed for implementing a change.
● Approvals can be generated to a list of Approvers, either manually or
automatically, according to approval rules. Approvals can be
incorporated into workflows or can stand alone.
● Assignment rules can automatically assign tasks to users or groups,
ensuring that tasks are handled by the most appropriate team members.
● Assignment rules are used to automatically set a value in the Assigned
to and/or Assignment group fields of a task record.
● You can view assignment rules by navigating to the All > System Policy >
Rules > Assignment module
● An assignment rule must meet the following criteria to execute:
 o The Task record has been created (or modified) and then saved on
a form..
o The Task record must be unassigned (no values in the Assigned
to or Assignment group fields).
o The assignment rule is the first rule that matches the specified table
and conditions. If more than one assignment rule matches the
conditions, only the rule with the lowest Order value runs.
● Assignment lookup rules are another type of assignment rule. These rules
only apply to incident records. They have fewer options than other
assignment rules that can be applied to any task. They can be created by
navigating to All > System Policy > Rules > Assignment Lookup Rules.
● Predictive Intelligence uses its machine-learning algorithms to populate
the following fields using the values entered in short description:
o Category
o Service
o Priority
o Assignment group
o Assigned to
● Service Level Agreements can track the amount of time that a task has
been open, to ensure that tasks are completed within an allotted time.
● Inactivity monitors ensure that tasks do not fall by the wayside by notifying
users when tasks have been untouched for a predefined period of time.
● Workflow processes are specified by administrators and apply to tasks that
meet certain conditions. After a task is created that meets the conditions,
the workflow applies an automated process to the task.
● There are four steps to assign tasks:
o Add users to groups
o Apply roles to groups
o Assign tasks to groups
o Assign tasks to users
● Groups identify a subset of users based on common purpose. A user can
belong to more than one group.
● Every user belonging to a group inherits that group's roles
● Collaborations Methods:
o The user presence feature facilitates synchronous collaboration
within one record.
 o Real-time editing is an extension of user presence and improves
collaboration by allowing you to edit records in real-time as well as
see edits (indicated by a pulse icon) saved by other users using
interfaces or devices such as Visual Task Boards, Service Portal,
ServiceNow Mobile apps, and Apple Watch.
o The Notes tab in a record allows you to communicate with
stakeholders and document task activities throughout the lifecycle
for internal and external audiences.
o Using the Activity Stream on a list view, you can monitor incoming
information from callers or other people working on the task.
o Work notes are only visible to those working on the task.
o Additional comments (customer visible) are visible to customers
(callers).
o Activity is a read-only record entry made when the record is
created or updated.
● Visual Task Boards allow you to:
o Manage your tasks through a visual, drag-and-drop interface
o Identify process bottlenecks at a glance
o Track activity to view updates all in one place
● While Visual Task Boards may vary in their exact configuration, there are
four elements common to each type: Cards, Lanes, Quick Panel,
Taskboard Tools
● Guided Task Board, when you move a card from the In Progress lane to
the Resolved lane, the Incident state updates automatically
● 3 types of Visual Task Boards
o Guided: boards can be created from a list and use the values of a
specified field (e.g. State) as lanes. Tasks in this list are updated
when cards are edited.
o Flexible: boards are also created from a list, but lane changes do
not update underlying task data.
o Freeform: boards can act as your personal organizer to manage
individual tasks of any kind. Lane changes do not update underying
task data.

*NOTIFICATIONS
 ● The system can act in response to email messages from users and send
notifications, such as email or text messages, to users.
● When the system receives a message from a user, it can respond based
on the contents of the message. This lets users perform system functions by
email, like creating or updating an incident or change request.
● The system can take two types of actions in response to a user’s message.
It can make changes to a system table, or it can send the user an email
message in reply.
● When the system creates a new incident, it uses information in the
message to populate fields in the new incident. The sender’s name goes
in the Caller field, and the subject line becomes the Short Description.
● The When to send tab shows the conditions that trigger the notification.
● The Who will receive tab shows who’ll get this notification. You can send
to individual users and to groups.
● If you do not want to specify notification recipients and want to let users
proactively subscribe, you can make the notification Subscribable.
o Users can set their notification subscription preferences by
navigating to User Menu > Preferences > Notifications.
o Users can create different channels, such as email and text for
notifications.
o Users can separate by category.
● The What it will contain tab shows the content of the notification.
● In the Select variables pane, you can choose field values from the record
to include within the message.

*REPORTING

● Creating Reports:
o 4 different report fields
▪ Data > Type > Configure > Style
o Data Tab
▪ Report Name
▪ Source Type (Data Source or Table)
▪ In a table, you need to provide all the conditions to select
report data from the table.
 ▪ A report source (data source) defines a standard set of
conditions for querying a particular table which can be
reused in other reports
o Type Tab
▪ Defines the type of visual report is generated
▪ Types include: Bar Charts, Pies and Donuts, Time Series,
Multidimensional, Scores, and Other.
o Configure Tab
▪ Contains Group by, stack by, aggregation, and max number
of groups
o Style Tab
▪ Contains Options for General format, Title, and Axis
▪ Allows adjustment of chart colors, display/hide data labels,
chart size, drilldown views, and decimal precision
● Report Sharing
o Can be accomplished by direct sharing to identified users, via a
schedule, add to dashboard, export to PDF, and publish
o Users must have access to see the data to view the report
o report_admin is required to use Share option
o Both report_publisher and report_admin are required to publish a
report.
o Schedule automatically runs a report at a defined time and emails
to listed users/groups
o Direct Sharing is preferred method
● Reports only display a current snapshot of information queried.
● Performance Analytics (PA) allows users to create dashboards with
widgets to visualize data over time in order to identify areas of
improvement. With PA, users can learn to identify the metrics that matter
for business objectives, using out-of-the-box ServiceNow capabilities and
content to address measurement and reporting scenarios.
o Unlike running a report in the Platform, developing and using an
analytics solution is an ongoing and iterative process that users can
improve over time. Review performance indicators, monitor metrics,
and make improvements to organizational decision-making.
● Widget: Saved view of indicator or breakdown
● Tables: Indicator Source - calculates scores
● Data Collector: Recurring jobs taking data snapshots
 ● Dashboard: Custom arrangement of widgets
● After you create a report, it appears in the All > Reports > View/Run
module under the My Reports list

*DATABASE ADMINISTRATION* 30%

*DATA SCHEMA

● Everything in ServiceNow is built on a relational database containing data

which can be accessed through the Now Platform Next Experience.
● The ServiceNow Infrastructure includes tables, records, and fields.
● Tables contain records. Records correspond to rows in a table.
● A field is an individual piece of data in a record that corresponds to a
column in the table.
● Applications use tables and records to manage data and processes, such
as Incident, Problem, and CMDB.
● Tables can extend other tables, creating Parent and Child tables.
● Schema Map: Provides a graphical representation of the relationships
between tables.
● Records are identified by a 32-character, globally unique ID, called a
sys_id
● Field Attributes:
o Field Name: System-friendly unique term that the system uses to
identify the field.
o Field Label: User-friendly name which allows people to identify the
field in the UI.
o Field Values: Actual data contained in the field.
● A reference field takes information from another table (target table) to
display on another table (Source Table)
● Table Relationships:
● One-to-many: (3)
o Reference Fields: Allows a user to select a record on a table
defined by the reference field.
o Glide List: Allows a user to select multiple records on a table defined
by the glide list.
o Document ID Fields: Allows a user to select a record on any table in
the instance.
 ● Many-to-Many (M2M): Two or more tables can be related in a
bi-directional relationship so that the related records are visible from both
tables in a related list.
● Database Views: A database view defines table joins for reporting
purposes. For example, a database view can join the Incident table to the
Metric Definition and Metric Instance tables. This view can be used to
report on incident metrics and may include fields from any of these three
tables.
● Extensions: The extended table includes unique fields plus all of the fields
and their properties from the parent table.
● Core Table: A table that exists in the ServiceNow Base system. Examples,
Task, Incident, User.
● Base Table: A table that serves as a “base” from which other tables may
extend. Base tables cannot be an extension of another table. Example,
Task Table
● Parent Table: A table that has children (extended by another table).
Example, Task table is extended by Incident and Problem tables.

*APPLICATION/ACCESS CONTROL

● ServiceNow provides several levels of security before an end user has the
capability to perform CRUD (Create, Read, Update, Delete) functions.
● User Authentication/Login: Refers to Users, Groups, and Roles.
● Application and Modules Access: Controlled by roles configured at the
Application and Module levels.
● Database Access: Access to tables and their records and fields are
controlled via globally defined system properties (deny access is default)
as well as table and field level access controls.
● There are THREE security modules
o All > System Properties > Security
o All > System Security > Access Control (ACL)
o All > System Security > High Security Settings
● Access Control: A security rule defined to restrict the permissions of a user
from viewing and interacting with data.
o Can also restrict specific operations on tables and fields.
▪ Examples: execute, Edit_ci_relations, Save_as_template,
Report_on, Personalize_choices.
 ● Access Control List (ACL): Contains all of an instances Access Control
rules. Managed by users with security_admin role.
● Users with the admin role cannot impersonate a security_admin
● Non-admin users can not impersonate users with admin role
● Role > Condition > Script is the order for ACLs
● Table.done ; Table.* ; table.field

*CMDB

● An added challenge to consolidating and maintaining the CMDB is

capturing unknown CIs, inconsistent data quality, and ill-defined
relationships.
● The CMDB is managed by the configuration management process and
serves as the foundation for all configuration management processes
such as Service Management, Asset Management, Operations
Management, and others.
● IT professionals use the ServiceNow CMDB to bring visibility to their IT
landscape, so they can focus attention on making fact-based decisions
and providing business-critical IT services that power the enterprise.
● Configuration Item (CI): Any component that needs to be managed in
order to deliver services. Typically include services and their underlying
components, such as business applications and hardware.
o CI record: contains attribute data and ownership info.
● CMDB: A logical model of infrastructure by identifying, controlling,
maintaining, and verifying the configuration items that exist.
● ROLES:
o Access to CMDB tables requires asset, itil, itil_admin, cmdb_read.
● Key System Tables: cmdb, cmdb_ci, cmdb_rel_ci.
● The origin of CMDB stems from the Information Technology Infrastructure
Library (ITIL)
● CI Relationship Editor: Allows updating of Configuration Item Relationships.
● Discovery: Scans the network to inventory devices and application and
updates the CMDB with the results for each unique type of hardware and
software.
● Service Mapping: (Top-down discovery) augments the CMDB with IT
relationships and dependencies between Cis to model the IT components
that comprise a Service.
 ● CSDM (Common Service Data Model): A set of terms and definitions that
can be used with all ServiceNow products on the Now Platform.
o Common Service: A standard and shared set of service-related
definitions across our products and platform that will enable and
support true service level reporting.
o Data Model: A CMDB framework across our products and platform
that will enable and support multiple configuration strategies.
● Use CSDM to:
o Show you how to do a specific activity.
o List the in-scope and out-of-scope activities.
o Details the tables and configuration items (CIs) associated with the
use case.
o Describes the benefit (value proposition) of the use case.
o Track the assets through their life-cycle transitions.
● Home for all CIs which is why tables will start with cmdb_ci_ whatever
name

*IMPORT SETS

● Import Set: A tool used to import data from various data sources, and
map that data into ServiceNow tables.
● ROLES
o admin or import_admin can manage all aspects of import sets.
● Data Sources: Records in ServiceNow that contain information regarding
an Import Set data source.
o Can import data from a local source (XML, CSV, Excel) or from a
network server (Git repository) by providing a path and
authentication information.
o Can come from a file (Lightweight Directory Access Protocol (LDAP),
Java Database Connectivity (JDBC)
● Import Set Table: acts as a staging area for records imported from a data
source.
● Transform Maps: provide a guide for moving data from Import Set tables
to “Target” tables. Field Mapping provides direct field-to-field data moves.
● Target Table: An existing table where the data will be placed,
post-transformation.
● BEST PRACTICES
 o Understand what data you are bringing in and where it should be
placed.
o Plan time before an import to verify your data.
o Remove obsolete data and fix inaccurate data.
● Automatic Mapping Utility: The simplest mapping method is where all the
field names of the Import Set match the name of the fields on the Target
Table. (Select Auto Map Matching Fields)
● Mapping Assist Utility: Provides a visually intuitive environment for
specifying mapping between Import Set and Target Table fields.
● Coalesce: Coalescing a field means the fields will be used as a unique
key during imports.
o If a match is found, the existing record will be updated with the
information being imported.
o If a match is not found, then a new record will be inserted into the
database.
● No-Coalesce: All imported rows are treated as new records. If import is
executed again, duplicate records will be created.
● Single-field coalesce: Updates an existing record in a single field.
● Mulitple-field coalesce: Updates an existing record in multiple fields.
● Conditional coalesce: Use a script to determine if an import table row
should coalesce to a target record.
● Cleanup: Deletes the import records but not the transform map after
import is complete.

*SELF-SERVICE AND PROCESS AUTOMATION* 20%

*KNOWLEDGE MANAGEMENT

● Knowledge management provides a centralized location for the creation,

categorization, viewing, and governance of information related to the
flow of work through ServiceNow
● There are two ways to access knowledge in the ServiceNow system:
Through the platform UI or through the Knowledge Management Service
Portal homepage, sometimes called the knowledge portal.
● Featured articles are selected by the system administrator or KB managers
for special attention.
● Most Useful ranks articles according to the percentage of readers who
marked them as helpful.
● Most Viewed shows the latest viewing trends.
● Can filter by Knowledge Bases, Category, Author, Rating, Last Modified,
and View Count.
● Can indicate whether or not the article was helpful.
● Can rate the article quality from one to five stars.
o The ratings for each article are averaged as a guide for users.
Articles marked as Helpful by the most viewers appear in the KB’s
Most Useful list and on the Knowledge home page.
● Can add a comment to help other users and knowledge managers.
● Share an article: copy its permalink and paste it into an email, a text
message, or elsewhere.
o Security and access settings will apply when users click the link.
● Flagging an article is a good way to suggest revisions to the knowledge
manager.
o These suggestions aren’t displayed to other users.
● If Social Q&A is active for a KB, you can ask questions and respond to
questions from other users. You can also vote on helpful questions and
answers. Questions posted in this way appear in the Social Q&A KB.
● A knowledge article is a record in a knowledge base that provides
information to knowledge consumers.
o Common examples of knowledge articles include policies, self-help
tips, troubleshooting, and resolution steps.
o Groups like Human Resources often use knowledge articles to share
information like company policies or benefits information.
● Article Types: Currently the options are HTML or Wiki.
● The following options can be used to populate your knowledge base with
knowledge articles:

● Create articles - Create articles using templates, and/or knowledge

blocks directly in ServiceNow
● Create articles from cases or incidents - Allow agents and resolvers to
quickly create and save knowledge to share with other users from
cases in Customer Service Management applications or incidents in IT
Service Management applications
● Import articles - Import Microsoft Word files into a knowledge base
 ● Integrate - Integrate to an existing, WebDAV (Web Distributed
Authoring and Versioning) compliant knowledge source outside of
ServiceNow
● Importing a Knowledge Article
o ServiceNow allows for multiple article documents to be imported at
one time with this module. Either drag and drop the files or browse
for the files you want to add. Click the Import button and a status
popup window will appear.
● When creating articles manually or by import, selecting Publish will trigger
the publish workflow assigned to the knowledge base. This may mean the
article is automatically moved to a Published state, or it may first require
approval(s).
● When importing a Word document, the following styles and elements are
preserved: Titles, Headings, Images, Links, Bold text, Italic text, Underlined
text, Ordered and unordered lists, Tables.
● ServiceNow also has the capability to integrate with WebDAV compliant
knowledge tools
● User Criteria: canRead, cantRead, canContribute, cantContribute.
● Virtual Agent:
o Answering FAQs, Providing tutorial information, Querying or
updating records, Gathering data, Performing diagnostics,
Resolving multi-step problems, Working with file attachments during
live chat.
o Supports Flow Designer and Third-party messaging apps (Slack,
Teams)
● Topic Blocks: Create reusable components to run common tasks in Virtual
Agent conversations.

*SERVICE CATALOG

● Products: like computer equipment, software, furniture, or office

supplies.
● Services: like work requests, password reset, or support requests to resolve
issues across different departments in the organization.
● Categories: The products and services in a catalog are organized into
categories and subcategories.
● A user can find a laptop computer through Request Something >
Hardware > (item).
● Catalog items: contains a picture, description, options or accessories, and
fields for ordering the item.
● To see a list of catalog items, navigate to All > Service Catalog > Catalog
Definitions > Maintain Items.
● Define a fulfillment process (or how the item is processed) via a flow or
workflow.
● Service requests: The service catalog also contains items that let users
request services, like reporting an IT issue or changing a password.
o Create Incident is in the “Can we help you?” category
o Forms are called record producers because they add a record to a
system table
● ROLES
o Administrators (admin) can manage all aspects of the Service
Catalog application, including catalogs, categories, catalog items,
and scripting functions, such as creating business rules.
o Catalog administrators (catalog_admin) also can manage all
aspects of the Service Catalog application, except scripting
functions.
o Catalog managers (catalog_manager) assigned to a service
catalog can edit and update it, including its categories and
catalog items. Catalog managers can also assign catalog editors
and assign the catalog to a different manager.
o Catalog editors (catalog_editor) assigned to a service catalog can
perform the same functions as a catalog manager, including
assigning other editors to the catalog, but they cannot reassign the
catalog manager.
o Catalog builder editors (catalog_builder_editor) can create and
maintain items in the Catalog Builder using the templates that the
user has access to.
● Create or edit catalog items using Catalog Builder. This visual and guided
experience enables you to delegate the creation and maintenance of
the catalog.
● Common Variable Types:
o Multiple Chioce: Creates radio buttons for user-defined choices.
o Select Box: Creates a user-defined choice list.
 o Single Line Text: Text input field.
o Reference: Specifies a record in another table.
o Checkbox: Creates a Boolean (true/false) check box
● Record Producer: An interface used as an alternative to lists and forms. Appear
as simplified forms, translated into task-based records being added or modified
in the database.
● Order Guides: Assist customers in ordering a complete set of needed items and
help users identify the item relationships.
● REQ# Request [sc_request]: A request number generated to keep track of an
order. Can contain one or many items.
● RITM# Requested Item [sc_req_item]: Records on this table begin with RITM
and manage the delivery of each individual item in the request.
● SCTASK# Catalog Task [sc_task]: Records on this table begin with SCTASK and
are the assigned tasks needed to complete the delivery of each Request item
from start to finish.

*FLOW DESIGNER

● Flow Designer is a non-technical interface for building and enabling

process automation capabilities, known as flows.
o Flows automate business logic for a particular application or
process such as approvals, tasks, notifications, and record
operations.
● Flow Designer helps you build time-saving applications quicker.
● Flow Designer provides (benefits):
o A single environment to build and visualize business processes.
o Configuration and runtime information to create, operate, and
troubleshoot flows from a single interface.
o Natural-language descriptions of flow logic.
o Process automation by enabling subject matter experts to develop
and share reusable actions.
o Extending flow content by subscribing to IntegrationHub or installing
spokes.
● Do Use:
o To orchestrate business processes across services with little technical
user knowledge.
o To reduce technical debt; meaning reduce scripting to simplify
upgrades and deployments.
 o To integrate with 3rd party systems.
● Don’t use:
o Existing logic already developed using the ServiceNow workflow
editor
o ServiceNow Instance is running Jakarta or prior
● Each flow consists of a trigger and one or more actions.
● Flow Designer help panel, click the question mark icon in the main
header.
o The help panel offers information about working with data and
spokes, building actions and flows, and guided tours.
● Trigger starts a flow when the conditions of the trigger are met.
o Triggers can be record-based, schedule-based, or
application-based.
● Record-based trigger initiates the flow when a new Incident record is
created
● Schedule-based triggers on a preset day/time.
● Application-based triggers when something like an email starts a flow.
Triggers when the associated application spoke is activated.
● Actions are operations executed by Flow Designer, such as looking up a
record, updating a field value, requesting an approval, or logging a
value.
● Conditions: Statements that determine when or how an action runs.
● ServiceNow Core spoke contains:
o Ask for Approval, Create Record, Delete Record, Look up Record,
Look up Records, Wait for Condition.
● The Flow Designer Data pane contains data pills, which can be used in
subsequent actions. Inputs are represented as data pills in the right-hand
pane.
● Data pills are added to the Data panel when you create Triggers and
Actions in your workflows.
● Each time you add an Action to a flow, Flow Designer adds a data pill to
store its output results.
● drag and drop the data pill from the Data section to the appropriate field
in the flow. You can also use the Data Pill Picker icon
o When using the Data Pill Picker icon, use the arrow keys (or > icons)
to dot-walk to fields in other tables.
 ● With the Process Automation Designer (PAD) on the Now Platform®,
process owners are able to author cross-enterprise workflows within a
single, unified interface.
o Connects multiple flows and actions, Guiding end users to
complete a process in a task-oriented interface, Consolidating
separate business processes across your organization, Defining a
consistent record lifecycle from beginning to end, Passing data
between activities and stages of business processes, Visualizing and
managing activities and stages in a Kanban-style board.
● Processes documented in the Process Automation Designer, are
called Playbooks.
● Standard Integrations include:
o Login (SSO)
o LDAP
o Communications (emails)
o Monitoring
o Discovery & System Management
● One major benefit of IntegrationHub is that it reduces the need for code,
while ensuring discoverability and reuse.

*INTRO TO DEVELOPMENT* 10%

*SCRIPTING

● Scripting in ServiceNow or Platform Scripting is the customization of an

instance and/or applications using JavaScript.
● JavaScript may execute on the client side (web browser) or the server
side (ServiceNow Database)
● User Interface (UI) Policy: A rule that is applied to a form to dynamically
change information or the form itself.
o UI Policies execute on the client side.
● UI Policies can immediately implement updates and changes to forms
and lists.
● Use UI Policies to set fields on a form to: Mandatory or Optional, Hidden or
Visible, Read-only or Editable.
 ● Data Policy: A rule that enforces data consistency by setting fields as
mandatory and/or read-only. Standardizes the same data across
ServiceNow Applications.
● UI Actions: Add buttons, links, and context menu items on forms and lists,
making the UI more interactive, customizable, and specific to user
activities.
o UI Actions can define custom functionality
o Include: Form buttons, Form Context Menus, Form Links, List Buttons,
List Context Menu Items, List Choices, List Links.
● Client Scripts: make “real-time” changes to the appearance of the user
interface, especially forms.
o Scripts Supported: onCellEdit(), onChange(), onLoad(), onSubmit().
● Business Rules: Configured to run when a record is displayed, inserted,
updated, deleted, or when a table is queried.
o Can be set to run before or after the database action has occurred.
o The When setting determines when the Business Rule executes,
▪ Before, After, Async (queued), Display.
o MOST CUSTOMIZATION HAPPENS VIA BUSINESS RULES.
o Business Rules are not real-time. They do not monitor fields on a
form. They monitor records as they are inserted or updated.
● Plugins: Offer additional system functionality within an instance.

*MIGRATION AND INTEGRATION

● Update Set: A group of customizations that can be moved from one

instance to another.
● Allow administrators to group a series of changes into a named set then
move it.
● What is captured in an Update Set: (customizations or configurations)
o Business Rules, Client Scripts, Fields (structure not data), Forms and
Form Sections, Report Definitions, Tables, Views, Roles, Published
Workflows.
● What is NOT captured by Update Sets: (Data Records)
o New Data Records, Modified Data Records, Tasks, Modified Cis,
New Users and Groups, Schedules, Scheduled Jobs, Dashboards.
● Processing an Update Set: Retrieve, Preview, Commit.
 ● Recommended to limit Update Sets to 100 records or fewer to reduce
potential conflicts.

*DEVELOPMENT

● Why Develop Custom Apps?

o Replace outdated, inadequate, custom business applications and
processes
o Extend service delivery and management to all enterprise
departments
o Extend the value of ServiceNow
o Bring greater levels of automation and consolidation to enterprise
services and their management
● App Engine Studio (AES) (or Studio): Low-code development, automating
business processes, and solving business problems.
o Can build apps quickly using templates for pre-build solutions.
o View and search created applications
o Explore tutorials and helpful resources to get started
o Add data, experience, logic, and security to an app
o Can create apps from scratch
o Access a list of recent applications you have built
o Access links to add objects to apps, browse app templates, and
learn more about the available tools
o AES may require a separate purchase, depending on licensing.
● Delegated Developers: non-administrator users and groups which are
assigned one or more permissions to develop applications
o In addition to deployment permissions, delegated developers can
be granted the following permissions:
▪ All File Types: Grants access to all application file types.
▪ Integrations: Grants access to web service APIs, REST APIs,
and data sources
▪ Reporting: Grants access to reports and scheduled reports
▪ Workflow: Grants access to Workflow Editor and Activity
Creator
▪ Service Catalog: Grants access to catalog related file types
such as catalog items, record producers, and variables
▪ Service Portal: Grants access to Service Portal editor
 ▪ Flow Designer: Grants access to Flow Designer environment to
create Flows and Actions. Script action steps require Allow
Scripting permission.
▪ Tables & Forms: Grants access to model and layout related
file types such as table columns, form layout, and list layout
▪ Manage ACLs & Roles: Grants access to security-related file
types such as access controls and user roles
▪ Allow Scripting: Grants access to script fields within Business
Rules, Client Scripts, and Flow Designer.
● Application Scopes: Protects applications by identifying and restricting
access to available artifacts and data.
o Global Scope is default
o All custom applications have a private scope that uniquely
identifies them and their associated artifacts.
o Prefix for scoped applications is x_
o Prefix for global scope custom application is u_
● Automated Test Framework (ATF): Create and run automated tests on
your ServiceNow instance after modifying it.
o Designed to ensure instance still works as designed
o Mimics user actions with no scripting such as opening a form or
setting field values.
o Searching for a catalog item or adding an item to shopping cart
o Testing Business Rules, Script Includes, etc
o Using REST requests to create, retrieve, update or delete records
o Creates a Test Result Record
● Documentation Developer: available through the Dev website.
● PDI: Personal Development Instance
● Recommended deployment cycle is Develop in Development Instance,
Test in Test Instance, deploy working/tested app to Production Instance.
Clone Production instance to Test and Development to keep both up to
date with current changes in use.
● Guided Application Creator (GAC): An intuitive development interface for
building applications on the Now Platform which provides a step-by-step
process to guide you through your initial application development.
o GAC does not support Edge, IE11 or older.