Service-now.com Foundations Module 1

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  • This Foundations course has five modules available for you to explore and learn what Service-now.com is, how it works, and what you can do on the platform.

    This module is available as online training and was developed as a prerequisite for the Service-now.com Admin 101 three day class and for others to use as an introduction to Service-now.com.
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  • Image source: http://druggles.wordpress.com/2007/03/15/what-is-itil/itil-process-overview/
  • Source: http://www.xconomy.com/san-diego/2011/01/11/service-now-ceo-fred-luddy-sees-a-clear-path-to-1-billion-in-annual-revenue/2/
  • Service-now.com Foundations Module 1

    1. 1. Module 1: Introduction and Overview <br />Service-now.com Foundations Course<br />
    2. 2. Service-now.com Foundations Course<br />Five Online Modules <br />2<br />This Foundations online learning course has five modules available for you to explore and learn what Service-now.com is, how it works, and what you can do on the platform. <br />This online training was developed as a prerequisite for the Admin 101 three day class and for others to use as an introduction to Service-now.com.<br />
    3. 3. Service-now.com Foundations Course<br />Role-Based Scenario<br />3<br />In this course you will learn about the Service-now.com interface and use various features and applications. <br />You will experience Service-now.com in various roles (end user, IT user and system administrator) to learn about creating an incident, investigating a problem, and recommending a change. <br />We are using role-based scenarios to show the workflow and interactivity of the Service-now.com platform. <br />
    4. 4. Foundations Course<br />Five Module Introduction to Service-now.com <br />4<br />System Administrator Role (Admin)<br />Introduction and Overview<br />End User Role (ESS)<br />4<br />5<br />1<br />2<br />3<br />User Interface<br />IT User Role (ITIL)<br />
    5. 5. Foundations Course Objectives<br />At the end of the Foundations Course learners will be able to<br />5<br />
    6. 6. Module 1<br />Introduction and Overview<br />
    7. 7. What is Service-now.com?<br />
    8. 8. Service-now.com: Community<br />More than just software!<br />8<br />
    9. 9. What is Service-now.com − Overview<br />An on-demand IT service management solutions platform<br />9<br />Service-now.com’s IT management software helps companies and organizations manage their diverse IT operations, including Service Desk functions, by offering a single system of data management for all IT disciplines and technology assets.<br />
    10. 10. How is Service-now.com Architected?<br />Service-now.com is built onWeb 2.0 + SaaS + ITIL v3 + PaaS + IT3.0<br />10<br />Web 2.0 + SaaS + ITIL v3 +PaaS + IT 3.0<br />But what do these terms mean?<br />
    11. 11. Web 2.0<br />Industry Terminology<br />11<br />Service-now.com is built on the web to provide:<br />Usability<br />Simplicity<br />Customer integrations that leverage flexible design principles of web-native Service Oriented Architecture (SOA) so integrations can be achieved in significantly less time than a typical enterprise solution<br />
    12. 12. Software as a Service <br />Industry Terminology<br />12<br />Software as a Service provides remote access to IT management software through a web-based interface.<br />SaaS<br />Service-now.com is the pioneer of On Demand IT Service Management<br />
    13. 13. ITIL<br />Industry Terminology<br />13<br />The Information Technology Infrastructure Library (ITIL) is the standard for best practice in the provision of information technology services.<br />Service-now.com provides a modern set of ITIL-based service management applications on a single, extensible development platform<br />
    14. 14. Service-now.com uses<br />ITIL as a Framework<br />14<br />strategy<br />Continual Service Improvement<br />design<br />operations<br />Service-now.com uses ITIL as a framework:<br /><ul><li>Providing a platform of applications
    15. 15. Designed to manage ITIL processes
    16. 16. Architected to streamline IT operations</li></ul>transition<br />
    17. 17. IT Infrastructure Library (ITIL) process model: guidance on how to set up and carry out your implementation project. Service-now.com is based on these best practice guidelines<br />15<br />what to do<br />strategy<br />Service portfolio<br />Project portfolio<br />IT cost management<br />Continual Service Improvement<br /> how to do it<br />keep it running<br />Asset<br />Field service<br />Reporting<br />Request<br />Incident<br />Problem<br />Event<br />Service catalog<br />Service level<br />Availability<br />design<br />operations<br /> put into production<br />Knowledge<br />Project<br />Change<br />Release<br />transition<br />ITIL Process Model<br />
    18. 18. Platform as a Service <br />Industry Terminology<br />16<br />Platform as a Service refers to the delivery of a “solution stack”<br />Cloud computing has evolved to include platforms for building and running custom applications, a concept known as “platform as a service” (PaaS). PaaS applications are also referred to as on-demand, Web-based, or software as a service (or SaaS) solutions.<br />PaaS<br />The Service-now.com platform is Java-based, using a Tomcat web server running on Linux<br />
    19. 19. IT 3.0<br />Industry Terminology<br />17<br />It is not just about the process, it is about the people!<br />IT 1.0: Technology separate from the business<br />IT 2.0: An attempt to “align” using process<br />IT 3.0: Not just about the process; about the people<br />IT 3.0<br />The Service-now.com platform with chat, live feed, <br />community!<br />
    20. 20. How Does Service-now.com Work?<br />
    21. 21. Customers Get Multiple Instances<br />19<br />Production<br />Dev<br />An instance is an individual implementation <br />of the platform with a unique URL; many customers have multiple instances (e.g. sandbox, test, development, & production)<br />Everyone gets at least two instances<br />
    22. 22. Instance 1<br />Data is stored within the platform as records, stored in tables<br />An Instance Contains Multiple Applications<br />20<br />
    23. 23. Instance 1<br />Instance2<br />Instance 3<br />Number of Applications Can Vary by Instance<br />Each instance can have different applications installed<br />21<br />
    24. 24. Modify, Add, Remove Applications<br />Applications can be added, removed, or modified from within the platform<br />22<br />
    25. 25. Create New Applications<br />Create new applications in the platform to meet unique, changing business requirements<br />23<br />New<br />Application 2<br />New<br />Application 1<br />
    26. 26. How Does Service-now.com Work?<br />24<br />All you need is a Browser and an Internet connection!<br />Desktop/Laptop<br />Mobile<br />
    27. 27. 25<br />Incident<br />An incident means something stopped working and needs to be fixed immediately. For example an employee can’t print from their laptop.<br />Problem<br />A problem means investigating why the laptop can’t print.<br />Change<br />A change means what’s done to fix the problem. <br />The change might be as simple as a software upgrade, or a new network printer may be required.<br />Service-now.com Applications<br />
    28. 28. How Does Service-now.com Work?<br />Incident, Probem, Change and Service Catalog<br />Facilitate the delivery of services – "services" in this sense could be: <br />Something doesn't work, please fix it<br />Incident, possibly leading to Problem, possibly leading to Change<br />Something doesn't do what I want it to do, please change it <br />Change Management<br />Can I have a new iPhone?<br />Service Catalog, single item<br />Please do what is required to onboard a new hire <br />Service Catalog, ordering predefined goods and services<br />26<br />
    29. 29. Features and Benefits of<br />Service-now.com<br />A complete single platform – Natively integrated suite with an extensible platform<br />Automatic upgrades – Preserve customizations & secure your investment<br />Rapid innovation – Three major releases per year<br />Web 2.0 architecture – The Internet is both the Service-now.com development environment and delivery vehicle <br />Based on ITIL v3 guidance – Built from the ground up, but extremely customizable<br />Inspired by:<br />27<br />
    30. 30. Service-now.com Benefit: Availability<br />28<br />Availability<br />Always-on user experience<br />Proven 99.97% availability<br />Automated upgrades<br />Geographically separated disaster recovery<br />Redundant, resilient SAS 70 Type II data centers<br />
    31. 31. Service-now.com Benefit: Scalability<br />29<br />Scalability<br />Availability<br />Architected for the largest enterprises<br />Always-on user experience<br />Proven massive scalability<br />Dedicated database and application set<br />Architected to scale horizontally <br />Tightly integrated, small footprint<br />Organic development, no acquisitions<br />Designed from the ground up for web-based transactions<br />Proven 99.97% availability<br />Automated upgrades<br />Geographically separated disaster recovery<br />Redundant, resilient SAS 70 Type II data centers<br />
    32. 32. Scalability<br />Security<br />Availability<br />Architected for the largest enterprises<br />Trusted from the user to the data center<br />Always-on user experience<br />Proven massive scalability<br />Dedicated database and application set<br />Architected to scale horizontally <br />Tightly integrated, small footprint<br />Organic development, no acquisitions<br />Designed from the ground up for web-based transactions<br />Proven 99.97% availability<br />Automated upgrades<br />Geographically separated disaster recovery<br />Redundant, resilient SAS 70 Type II data centers<br />HTTPS/SSL/TLS<br />Role-based security<br />Contextual security<br />Password, data encryption<br />Data center physical security<br />VPN tunneling<br />Service-now.com Benefit: Security<br />30<br />Business Continuity<br />
    33. 33. Further Information<br />Websites, Classes and Other Resources<br />31<br />

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