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Go Live Fast with ServiceNow ITSM

Go Live Fast with ServiceNow ITSM2

The CloudIt’s all about speed, agility, and fast time to value. That’s why you chose the cloud—you need solutions that are easy to deploy, configure, and use. Yesterday’s slow, labor-intensive applications simply aren’t an option—especially if you have to write reams of code just to get your “out-of-the-box” application up and running.

ServiceNow delivers on the promise of the cloud. With ServiceNow ITSM, you can easily go live in just a few weeks —or less. Using our intuitive graphical tools, you can quickly configure ServiceNow to do exactly what you need—without any installation or writing a single line of code.

And, with ServiceNow’s powerful, reliable enterprise cloud, you’ll never have to worry about maintaining and upgrading your ITSM platform.

That’s the power of truly modern ITSM. That’s the power of ServiceNow.

• Guided setup and contextual help

• Drag-and-drop form modification

• Single-click dashboards and reports

• Codeless automation rules

• Graphical Workflow Editor

• Intuitive Service Portal Designer

Configuration Made Easy


Let’s start with … getting started.

With ServiceNow’s Guided Setup, configuring your ITSM system is as easy as 1-2-3. Guided Setup walks you through all of the steps, showing you exactly what to do based on ITIL best practices and our experience with thousands of successful customer deployments.

ITSM Guided Setup starts with common platform settings and then helps you to set up all of your basic ITSM applications —including incident, problem, and change management. Once you’re ready, it will also guide you through configuring the CMDB, knowledgebase, service catalog, and other advanced ITSM capabilities.

You’ll also get a full, pre-setup checklist, so you and your team know what information to collect before you start.

With Guided Setup and Contextual Help,You’re Ahead of the Game


ServiceNow comes with a comprehensive set of standard forms built specifically for the ITIL processes it supports. You can use these forms as they are, but you can also tailor them to meet your unique business requirements. Perhaps you want to track additional information—or remove fields you don’t need.

ServiceNow’s drag-and-drop form designer makes this incredibly simple. To add an existing database field, just drag it onto the form. And, of course, you can delete fields just as easily.

You can also add entirely new fields. Simply drag the type of field you want—such as a date—onto the form, give the new field a name, and you’re done. ServiceNow takes care of everything else, including automatically adding the new field to the database so you can use it right away—there’s no need for a dedicated DBA.

With the form designer, you can also easily add new sections to the form—and then move them around to build the exact layout you want. You can also optimize the form views for different user experiences—for example, you can have an incident form for web browsers and another simplified incident form for mobile devices.

Add Unused Fields

Create Entirely New Fields

Design and Modify Forms with Just a Few Clicks


ServiceNow delivers the visibility you need to accelerate IT service delivery and dramatically increase IT service quality. You can easily create both executive dashboards and detailed reports—giving you deep insights into critical issues, ongoing workloads, and long-term trends.

With ServiceNow, there’s no need to struggle with heavy third-party reporting tools—or to write complex database queries. Our drag-and-drop reporting tools are simple to use, featuring straightforward pick lists, intuitive condition editors, and more. They’re also incredibly versatile, letting you easily configure reports to meet all of your business needs.

And, because our reporting tools run right on the ServiceNow platform, you always get accurate, up-to-date information. Instead of extracting data to an external database—which can take hours or days—your reports are updated in real time, so you instantly know where you stand. You can also schedule PDF reports and distribute them automatically, keeping everyone in the loop.

Drag-and-Drop Dashboards

Create Reports in Seconds

Stay Up to Date with Intuitive Dashboards and In-Depth Reports


Powerful Report Creation Tools Anyone Can UseResponsive Dashboard Canvas

With ServiceNow’s responsive dashboard canvas, you have total control.

• Add reports simply by dragging and resizing widgets.

• Use predefined layouts—or create your own with a few clicks.

• Create and edit reports directly from the dashboard.

• Set up multiple tabs to organize dashboard information.

• Share dashboards with specific users, groups, or roles.

Powerful, Easy-to-Use Report Designer

ServiceNow’s report designer is fast, fully featured, and easy to use.

• Create new reports in just a few simple steps.

• Enjoy powerful aggregation, filtering, and grouping capabilities.

• See your reports as you build them.

• Use or modify more than 200 predefined reports.

• Use an enormous range of report types, including line, column, bar, area, spline, pareto, histogram, pie, dial, maps, calendars, and much more.

Drag-and-Drop Widgets


You’ll also want to get approvals for certain types of user requests. ServiceNow lets you easily automate this using approval rules. Once you set up a rule, ServiceNow handles the entire approval process. For example, when a user requests a new laptop, ServiceNow can automatically ask their manager for approval—or it can ask your network engineering team to approve network changes.

It’s also important to let people know what’s going on. For example, you may want to notify key stakeholders when there’s a critical incident—or let a user know when their laptop will be delivered. With ServiceNow, you can automatically send these notifications simply by setting up a notification rule and message template.

When a user submits an incident or request, it has to be assigned to the right person or group. Doing this manually for every request is incredibly time consuming and leads to errors. That’s why ServiceNow lets you route user requests automatically—and it only takes a few minutes to set up an assignment rule. For example, you can have one rule to send software requests directly to the software group and another rule to send email issues to your email server expert.

Accelerate Service Delivery with Automated Assignment, Approval, and Notification RulesAssignment Rules

Approval Rules

Notification Rules


ServiceNow comes with preconfigured business rules for many common use cases. However, you can also easily enforce your own unique business and process standards by defining your own business rules. For example, you might want to automatically update a status when certain conditions are met or ensure that your staff enter a reason when they close an incident.

The Business Rule Condition Editor lets you build the most complex business rules without writing a single line of code. These business rules can carry out a wide range of actions, including setting field values, aborting updates, sending messages, and more. You can trigger these business rules when a record is inserted, updated, queried, or deleted, and you can also set up filter conditions that control whether the business rule is executed or not. For example, you might want to send a message once a change has been completed, rather than every time a change record is updated.

Ensure Process Standards with Configurable Business Rules


To deliver great IT services, you need well-defined end-to-end processes. That’s what ITIL Service Design is all about—creating repeatable processes that drive high-quality, responsive service delivery. By building robust, measurable processes, you’ll eliminate mistakes, accelerate delivery, and drive down costs.

With ServiceNow, you can easily create and automate these multistep service delivery processes. ServiceNow’s drag-and-drop Workflow Editor lets you actually see how your processes work, making them easy to visualize, configure, and manage.

Of course, ServiceNow comes with built-in incident, problem, change, and other best-practice ITIL processes. You can use these processes out of the box, or you can modify them with the Workflow Editor to meet your unique needs. You can also design brand-new service fulfillment workflows and users can execute them directly from the service catalog.

Easily Visualize, Configure, and Manage Your Processes with Drag-and-Drop Workflows


Once you’ve set up your ITSM applications, you’ll want to give your end users a portal where they can easily access your IT services. And not just any portal—one that reflects your business identity and delivers a truly delightful consumer experience.

ServiceNow’s codeless Service Portal Designer lets you easily create stunning service portals that are as simple to use as Amazon or eBay. Imagine having one place where your users can ask for help, raise incidents, order IT services, browse knowledgebase articles, and help each other out—that’s what ServiceNow delivers.

With the Service Portal Designer, you can modify the standard ServiceNow ITSM portal—or you can build your own from scratch using intuitive, drag-and-drop tools. You can even create multiple portals for different user communities.

Create Stunning Service Portals that Delight Your End Users


Design Portals In Minutes—No Code RequiredPowerful Portal Branding Tools

The Service Portal Designer includes a powerful branding editor, so you can easily project your corporate image to your end users. With the branding editor, you can add logos, background images, taglines, menu items, and more. There’s no need to write HTML, CSS, or JavaScript. Just fill in your branding information and you’re ready to go.

Drag-and-Drop Portal Layout

Configuring your portal layout is just as easy—just drag and drop design elements onto the portal canvas. Create multiple page sections, choose from different multicolumn layouts, and add functionality with drag-and-drop widgets. The Service Portal Designer comes with a huge number of built-in widgets, and you can also create your own. Configuring individual widgets is also a snap—just pull up the widget’s configuration menu and fill in the options.

The ServiceNow DifferenceOther ITSM systems ask you to make a painful choice. Either settle for limited, inflexible capabilities—or live with high costs and complexity. At ServiceNow, we think that’s unacceptable. We believe the cloud is all about agility, speed, and fast time to value—which is why we’re the number one cloud-based ITSM vendor.

Here’s the bottom line. With ServiceNow ITSM, you don’t have to compromise. You can go live in just a few weeks—without writing code or learning new skills. From guided setup to graphical workflows, ServiceNow is designed to make configuration easy while delivering powerful ITSM capabilities that modernize, accelerate, and transform your IT service delivery.

That’s the ServiceNow difference.

• Guided setup and contextual help

• Drag-and-drop form modification

• Single-click dashboards and reports

• Codeless automation rules

• Graphical Workflow Editor

• Intuitive Service Portal Designer

Configuration Made Easy


SN-EB-GOLIVEFAST-072016

© Copyright 2016 ServiceNow, Inc. All rights reserved. ServiceNow, the ServiceNow logo, and other ServiceNow marks are trademarks and /or registered trademarks of ServiceNow, Inc., in the United States and/or other countries. Other company and product names may be trademarks of the respective companies with which they are associated.


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