1.3 Explore the Modernized Work Experience

Question 1

The intelligent platform for end-to-end digital transformation. obr. str 34

Answer 1

Customer Workflows
Industry Workflows
Employee Workflows
Finance & Supply Chain Workflows
Technology Workflows

Creator Workflows

Now Platform -> Single platform, One data model, One architecture ->

Automation
Engagement
AI & ML
Low code
Secure

I m p a c t

Question 2

ServiceNow is the intelligent platform for end-to-end digital transformation. The ServiceNow Platform is an Application Platform-as-a-Service.

Answer 2

This means the platform resides in the cloud. Companies no longer have to buy and manage the equipment necessary to host these applications.

Question 3

ServiceNow

Answer 3

• SN provides services to its users from a configurable web-based user interface, built on top of a flexible database schema.
• The Platform and the applications that run on it use a single system of record to consolidate an organization’s business processes.
• The single data model allows sharing of data between applications and departments.
• The Platform integrates with other enterprise systems and supports a wide variety of plug-and-play applications.
• With ServiceNow, you can also build custom applications

Question 4

ServiceNow

Answer 4

It’s a single platform with automation, engagement, and AI built in and serves as the foundation for our Workflow solutions, which are pre-built, intelligent, and easily configurable work solutions.

Question 5

ServiceNow Platform Applications

Answer 5

ITSM Incident Management
Service Operations Workspace Employee Center Portal

Question 6

Service Operations Workspace

Answer 6

provides a unified experience for multiple IT Service Management workflows. It is used to manage the lifecycle of task records such as incidents, requests, and walk-ups in IT Service Management work flows.

Question 7

The Employee Center portal provides

Answer 7

a one-stop-shop for internal employee needs (e.g. , HR, IT, Legal , et c.). It is a ServiceNow Store application that is available to all customers by default . Employee Center Pro extends the standard capabilities and requires additional licensing.

Question 8

Note: The ITSM application suite includes

Answer 8

many applications including Incident Management, Problem Management, Change Management, and Service Catalog.

Question 9

Note: the field types - Mandatory, String field, Choice lists, Reference fields

Answer 9

• Mandatory – marked with an asterisk, must be completed before the record can be saved or submitted.
• String field – accept open text of varied lengths. The lengths are specified in the baseline application and when you add fields.
• Choice lists – show a pre-defined list of choices. These are marked with a down arrow for revealing the choices.
• Reference fields – are linked to tables in ServiceNow, which contain the list of valid choices.

Question 10

Service offerings

Answer 10

are services that users can request to help do their job, like working on Conference Event Planning and Execution. This work could be planning room layouts, food menus, and mobile offerings to support staff and attendees at the events.

Service is the overall service that needs to support parts of the business. For example, the Conference Event Service supports the marketing department when planning and hosting events.

Question 11

Related lists

Answer 11

contain information related to the record, like the Service Level Agreements (Task SLAs), Impacted Services, and Service Offerings. They are not the same as items found in the Related Links list which are UI Actions and will be discussed later in the course.

Question 12

1. Knowledge Check
   What are some of the ways to interact with the ServiceNow Platform?

Answer 12

• Workspaces
• Serv ice Catalog
• Dashboards
• Lists
• Forms
• Knowledge Bases

Question 13

2. Knowledge Check
   What are some of the features of Employee Center?

Answer 13

• Easy to configure options
• Easy scalability
• Customizable portal pages
• Unified browser for all content types
• Built-in extensibility
• Integrated workflows
• Pre-enabled widgets
• Curated pages for popular topics
• Employee-centric navigation
  *Intranet-like engagement and communication

Question 14

Note: My Groups Work

Answer 14

includes any work assigned to the group(s) you are a member of, but have not been assigned to a specific person.

Question 15

Service Operations Workspace

Answer 15

is a purpose-built workspace designed to meet the needs of Service Desk agents. The sections of the classic form view have been rearranged so less scrolling is required by the agent.

Question 16

Note: Notice the two types of notes.

Answer 16

Work notes are used to document internal notes related to working the incident. Additional comments are visible to the customer.

Question 17

Related lists contain information related to

Answer 17

the record, like the Service Level Agreements (Task SLAs), Impacted Services, and Service Offerings. They are not the same as items found in the Related Links list which are UI Actions and will be discussed later in the course.