1. Module 1: Introduction and Overview Service-now.com Foundations Course

2. Service-now.com Foundations Course Five Online Modules 2 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. 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.

3. Service-now.com Foundations Course Role-Based Scenario 3 In this course you will learn about the Service-now.com interface and use various features and applications. 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. We are using role-based scenarios to show the workflow and interactivity of the Service-now.com platform.

4. Foundations Course Five Module Introduction to Service-now.com 4 System Administrator Role (Admin) Introduction and Overview End User Role (ESS) 4 5 1 2 3 User Interface IT User Role (ITIL)

5. Foundations Course Objectives At the end of the Foundations Course learners will be able to 5

6. Module 1 Introduction and Overview

7. What is Service-now.com?

8. Service-now.com: Community More than just software! 8

9. What is Service-now.com − Overview An on-demand IT service management solutions platform 9 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.

10. How is Service-now.com Architected? Service-now.com is built onWeb 2.0 + SaaS + ITIL v3 + PaaS + IT3.0 10 Web 2.0 + SaaS + ITIL v3 +PaaS + IT 3.0 But what do these terms mean?

11. Web 2.0 Industry Terminology 11 Service-now.com is built on the web to provide: Usability Simplicity 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

12. Software as a Service Industry Terminology 12 Software as a Service provides remote access to IT management software through a web-based interface. SaaS Service-now.com is the pioneer of On Demand IT Service Management

13. ITIL Industry Terminology 13 The Information Technology Infrastructure Library (ITIL) is the standard for best practice in the provision of information technology services. Service-now.com provides a modern set of ITIL-based service management applications on a single, extensible development platform

15. Designed to manage ITIL processes

16. Architected to streamline IT operationstransition

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 15 what to do strategy Service portfolio Project portfolio IT cost management Continual Service Improvement how to do it keep it running Asset Field service Reporting Request Incident Problem Event Service catalog Service level Availability design operations put into production Knowledge Project Change Release transition ITIL Process Model

18. Platform as a Service Industry Terminology 16 Platform as a Service refers to the delivery of a “solution stack” 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. PaaS The Service-now.com platform is Java-based, using a Tomcat web server running on Linux

19. IT 3.0 Industry Terminology 17 It is not just about the process, it is about the people! IT 1.0: Technology separate from the business IT 2.0: An attempt to “align” using process IT 3.0: Not just about the process; about the people IT 3.0 The Service-now.com platform with chat, live feed, community!

20. How Does Service-now.com Work?

21. Customers Get Multiple Instances 19 Production Dev An instance is an individual implementation of the platform with a unique URL; many customers have multiple instances (e.g. sandbox, test, development, & production) Everyone gets at least two instances

22. Instance 1 Data is stored within the platform as records, stored in tables An Instance Contains Multiple Applications 20

23. Instance 1 Instance2 Instance 3 Number of Applications Can Vary by Instance Each instance can have different applications installed 21

24. Modify, Add, Remove Applications Applications can be added, removed, or modified from within the platform 22

25. Create New Applications Create new applications in the platform to meet unique, changing business requirements 23 New Application 2 New Application 1

26. How Does Service-now.com Work? 24 All you need is a Browser and an Internet connection! Desktop/Laptop Mobile

27. 25 Incident An incident means something stopped working and needs to be fixed immediately. For example an employee can’t print from their laptop. Problem A problem means investigating why the laptop can’t print. Change A change means what’s done to fix the problem. The change might be as simple as a software upgrade, or a new network printer may be required. Service-now.com Applications

28. How Does Service-now.com Work? Incident, Probem, Change and Service Catalog Facilitate the delivery of services – "services" in this sense could be: Something doesn't work, please fix it Incident, possibly leading to Problem, possibly leading to Change Something doesn't do what I want it to do, please change it Change Management Can I have a new iPhone? Service Catalog, single item Please do what is required to onboard a new hire Service Catalog, ordering predefined goods and services 26

29. Features and Benefits of Service-now.com A complete single platform – Natively integrated suite with an extensible platform Automatic upgrades – Preserve customizations & secure your investment Rapid innovation – Three major releases per year Web 2.0 architecture – The Internet is both the Service-now.com development environment and delivery vehicle Based on ITIL v3 guidance – Built from the ground up, but extremely customizable Inspired by: 27

30. Service-now.com Benefit: Availability 28 Availability Always-on user experience Proven 99.97% availability Automated upgrades Geographically separated disaster recovery Redundant, resilient SAS 70 Type II data centers

31. Service-now.com Benefit: Scalability 29 Scalability Availability Architected for the largest enterprises Always-on user experience Proven massive scalability Dedicated database and application set Architected to scale horizontally Tightly integrated, small footprint Organic development, no acquisitions Designed from the ground up for web-based transactions Proven 99.97% availability Automated upgrades Geographically separated disaster recovery Redundant, resilient SAS 70 Type II data centers

32. Scalability Security Availability Architected for the largest enterprises Trusted from the user to the data center Always-on user experience Proven massive scalability Dedicated database and application set Architected to scale horizontally Tightly integrated, small footprint Organic development, no acquisitions Designed from the ground up for web-based transactions Proven 99.97% availability Automated upgrades Geographically separated disaster recovery Redundant, resilient SAS 70 Type II data centers HTTPS/SSL/TLS Role-based security Contextual security Password, data encryption Data center physical security VPN tunneling Service-now.com Benefit: Security 30 Business Continuity

33. Further Information Websites, Classes and Other Resources 31