Quick Reference Guide

Introduction to ServiceNow PPM

• Provider of cloud-based software that automates IT Service Management (help-desk ticket system) and Project Portfolio Management (PPM) headquartered in Santa Clara, CA. • It is a Software-as-a-Service (SaaS) business model with web

interface.

Who and What is ServiceNow?

One ITBM Platform

Cloud Management

Discovery

HRFacilities

MarketingLegal

Finance

Change & Release

Incident

Problem

FinancialManagement

Risk

Audit

AgileDevelopment

& Test

Demand

Resource

Project& Portfolio

SecurityIncident Response

CustomerService Field

Services

Asset

VulnerabilityResponse

Compli-ance

Orchestration

ServiceMapping

EventManagement

Service

Management

IT Business

Management

Customer ServiceHR

SecOps & G

RC

App Portfolio

Vendor

Threat Intelligence

IT Operations

Management

ServiceNowPlatform

Workflow

ServiceCatalog Knowledge

Base

DeveloperTools

ContextualCollaboration

SingleDatabas

e

ServicePortal

Subscription &

Notification

Reports & Dashboard

s

ServiceLevels

Orchestration

Performance Forecasting

Predictive Modeling

PeerBenchmarking

Anomaly Detection

Demand Management Portfolio Management Agile Development Test Management

Application Portfolio Management

Resource Management

Financial Management

Bring Together All Strategic Planning

Visibility Alignment Velocity

DemandManagement

ResourceManagement

TestManagement

ProjectPortfolio

AgileDevelopment

Financial Modeling

FinancialPlanning

Application Portfolio

FinancialShowback

Project and Portfolio Management

IT FinancialManagement

Agile DeliveryApplication Portfolio Management

Common CMDB, Common Resources, Platform Capabilities

Platform Structure

Real-time Visibility

Common Platform, Data Model, Workflow, and Service Framework

Resource and Financial Management

Strategy and Goals

Ensure onlyright ideasproceed

Align to strategyand goals

Optimize portfolio in line with priorities and constraints

WaterfallAgile Hybrid

Estimate demand

Idea Portal

Application Portfolio

Technology Portfolio

Business Capabilities

Idea Demand Portfolio

Project

Enhancement

Change Release Run the business

ServiceNow Release Roadmap

Service PortalGeneral LayoutApplication NavigatorFavorites and HistoryProject Portfolio Modules

General Navigation

Service Portal

ServiceNow Layout

Application Navigator

Application Navigator

Project Portfolio Links (1)

Project Portfolio Links (2)

Project Portfolio Links (3)The Time Sheets application contains Time Sheets, Time Cards, and My Time Sheets.

Field Icons on FormsSave vs. Update vs. SubmitGeneral IconsContext Menu

NavigationBanner FrameHomepage Layout and Content

Icons and Buttons

Icons and Buttons (1)

General Icons – Records/FormsField Icons on Forms

Save vs. Update vs. Submit General Icons - Homepage

Reference Icon (more details)

Suggestion (contextual lookup)

Knowledge Base Search

Edit Currency Value in More Detail

Multi-Select

List Lookup (browse)

Manage Attachments

Activity Stream (audit trail)

Personalize Current Form

More Options (template bar, tags)

Save record; stay on current page

Save record; return to previous page

Submits the record; return to previous pageExport to PDF Homepage

SettingsRefresh

Icons and Buttons (2)

Custom FiltersPersonalizingSearching Lists

List Views

Creating Custom FiltersTo create custom filters:

1. Click on the Filter icon.2. Set conditions.3. Name the filter.4. Click the Save button.5. Access your saved filters for a given page

from the List Controls menu

Personalizing List ViewsTo edit list views:

1. Highlight the desired field(s) 2. Move them between the Available and

Selected lists with the right and left arrow buttons.

3. Highlight the Selected field(s) and change the order of fields in the list with the up and down arrow buttons.

4. Set other options.5. Click the OK button.

Searching• Use the Global List Search

feature to search in all columns within the list view.• Use the Column Search feature

to search for specific text in any given visible column.