servicenow report on assignment group change

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Advanced Reporting in ServiceNow

This blog will help to learn how to create a Data Source and use advanced methods for building reports.

Using the following tools in the report designer, one can consolidate data to create reports that contain exactly what one wants to share with others:

• Report Sources
• Condition Builder
• Dot-Walking
• Related List Conditions
• Drilldown and Dataset

Report Source :

• It is recommended to use a Data Source instead of the table while building a report. Data Source one can create a standard set of conditions for querying a particular table that can be used in other reports.
• A Report source, also known as a Data source can be created by going to the report source module.
• Create a report source for active incidents assigned to the Software assignment group.
• Give the report source a logical name.
• Select the table where the data source can be used for reference.
• Add AND/OR conditions and submit to save it.
• One always need to create reports so that ServiceNow can provide the information needed for making decisions and take required actions.
• This allows reports to communicate multiple types of data for users.
• With the filter icon, additional conditions can be placed that would be built on top of the ones set in a data source created earlier without modifying the original data source.
• The data source and applied conditions remain visible throughout the report creation process so does the condition builder. One can access it at any time.

Condition Builder:

This can be achieved as follows:

• Select table as the source type and select the desirable table (In this case the incident table).
• Run a report and save it as a data source. This leads to a form for saving the report source.
• Again, let’s give it a logical name to make it easily identifiable in a report source list and submit it.
• The new data source is available for use.

Dot-Walking:

• It allows to include report data from fields and related tables.
• In the condition builder, select problem and extend the condition to active as true.
• Now, one can find the list of all active incidents with an active problem attached to them.
• There are number of fields on conditions that call reference related tables to allow expanding the reports at multiple levels. Just look for condition builder icon.
• It will give the option to Dot-Walk, so that one can include data from a related table for that field.

Related List :

• With related-list, connection between different tables for the same report can be made.
• This requires to access to two separate tables. The incident table and a Task SLA table.
• To achieve this, name the report accordingly and then proceed to build a report that will allow to see all active incidents.
• First, create a condition to show all incidents that are currently active and run it.
• Below it, set the Related-list conditions. Select the table to apply these conditions to.
• In this case, it’s going to be ‘Task-SLA’ table and in below condition filter, create the condition to be applied to that particular table for this report.
• Choose ‘Has-breached is true’ and then run it.
• One can see the incidents with the ‘breached-SLA’.
• The report here contains data from two separate tables.

Drilldowns and Datasets :

Drilldown adds value to reports, providing additional visualization to divide the data into subgroup while dataset can be used to view multiple tables and the same visualization.  One can create a drilldown mostly on existing reports that they have permissions to add. Drilldowns : For this walk through, let’s use the incident priority report.Go to the Report Application->view/run->search-> incident priority and locate it. Note : Simple report is already created with priority of incident.

• The ‘Source Type’ and ‘Data Source’ filled values get added by default to the corresponding values and the reports that one is adding a drilldown to. These can’t be changed when adding a drill down.
• The report visualization in the drilldown can be different than that of the top level report. The choice of the report should reflect the information shared. So here, if one select a horizontal bar and group a report, then it aggregates the records to provide a high level summary of data. In this case, by assignment group, one can achieve it.

• Further, the bar chart segment displays the summary of the underlying data and clicking any bar displays the drill down data.
• If one wants to add a Dataset to the report, they can open the report structure and click on the ‘add Dataset’ option.
• This will bring back the user to the guided workflow where user can name the Dataset.
• Select ‘Open’ problem for the data source.

• Let’s set the group by priority and click next. Save it and the high level report is displayed.
• Make the report easier to read by using one color with the option style .
• Click the report structure icon to view the current report structure and add new drilldown and datasets.
• Now, updated records are ready to share.

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Tokyo IT Service Management

Change management, table of contents.

• Script includes and customization
• Request Predictive Intelligence for Incident Management
• Request Predictive Intelligence for Major Incident Management
• Predictive Intelligence for Incident Management
• Predictive Intelligence for Incident
• ServiceNow Agent app
• ServiceNow Mobile app
• Asset and CI management
• Create an asset class
• Add depreciation to an asset
• Create license assets
• Set asset states and substates
• Create fixed assets
• Consumables life cycle
• Create pre-allocated assets
• Transfer orders for Asset Management
• Create a transfer order for Asset Management
• Perform bulk updates for transfer order lines
• Transfer order line asset tracking
• Example Asset Management process
• CSDM framework for HAM
• Use the legacy Software Asset Management plugin Overview module
• Legacy Software Asset Management plugin roles
• Installed with the legacy Software Asset Management plugin
• Legacy Software Asset Management plugin setup process
• Find software on the network using the legacy Software Asset Management plugin
• Scan software installations with the system scheduler
• License management with the legacy Software Asset Management plugin
• Add a software license using the legacy Software Asset Management plugin
• Create and manage an enterprise license using the legacy Software Asset Management plugin
• Create and manage a subscription license using the legacy Software Asset Management plugin
• Create an entitlement for the legacy Software Asset Management plugin
• Create a software user license entitlement for the legacy Software Asset Management plugin
• Entitle a license to a configuration item using the legacy Software Asset Management plugin
• Entitle a license to a user or location using the legacy Software Asset Management plugin
• Upgrade a license using the legacy Software Asset Management plugin
• Identify a downgrade child from a software license record using the legacy Software Asset Management plugin
• View a list of unallocated software licenses for the legacy Software Asset Management plugin
• Merge software licenses using the legacy Software Asset Management plugin
• Create and manage software suites using the legacy Software Asset Management plugin
• Calculate software licenses using the legacy Software Asset Management plugin
• License calculation types supported by the legacy Software Asset Management plugin
• Create a custom license type for the legacy Software Asset Management plugin
• Create a custom script for a legacy Software Asset Management plugin license type
• Edit a software discovery model using the legacy Software Asset Management plugin
• Automatically match to an existing model using the legacy Software Asset Management plugin
• Create new models using the legacy Software Asset Management plugin
• Check your software license compliance using the legacy Software License Compliance Checker
• Get started with software counters for the legacy Software Asset Management plugin
• Schedule a software count for the legacy Software Asset Management plugin
• Use a software counter for the legacy Software Asset Management plugin
• Create a software counter for the legacy Software Asset Management plugin
• Set up quick counters for the legacy Software Asset Management plugin
• View software counter results for the legacy Software Asset Management plugin
• View software counter summaries for the legacy Software Asset Management plugin
• View software counter details for the legacy Software Asset Management plugin
• View usage counter results for the legacy Software Asset Management plugin
• Activate the legacy IBM PVU Process Pack
• Validate legacy IBM PVU Process Pack requirements for associating software installations with PVU mappings
• IBM PVU mapping preparation for the legacy IBM PVU Process Pack
• Refresh your legacy Software Asset Management plugin processor definitions
• Legacy Software Asset Management plugin processor definitions
• View IBM PVU mappings for the legacy IBM PVU Process Pack
• Use software counters with the legacy IBM PVU Process Pack
• Installed with the legacy IBM PVU Process Pack
• Create software contracts for the legacy Software Asset Management plugin
• Using software counters with the legacy Oracle Process Pack
• Software models for the legacy Oracle Process Pack
• Request the legacy Oracle Process Pack
• Installed with the legacy Oracle Process Pack
• Create an Oracle software license for the legacy Oracle Process Pack
• Validate legacy Oracle Process Pack requirements for associating software installations with Oracle mappings
• Run the Oracle software counter for the legacy Oracle Process Pack
• Software Asset Management Foundation plugin roles
• Software Asset Management Foundation plugin software discovery and normalization
• Software Asset Management Foundation plugin discovery models and software installations
• Software Asset Management Foundation plugin software reconciliation for compliance
• Request Software Asset Management Foundation plugin
• Manage a SAM Foundation software suite
• Customize a Discovery pattern for Software Asset Management Foundation plugin
• Get started with Software Asset Management Foundation plugin
• Import Software Asset Management Foundation entitlements
• Create a Software Asset Management Foundation entitlement in workspace
• Create a Software Asset Management Foundation software model in workspace
• Create a Software Asset Management Foundation plugin entitlement allocation in classic
• Create a Software Asset Management Foundation plugin software model in classic
• Manually normalize a SAM Foundation software discovery model in classic
• Manually override SAM Foundation edition value in classic
• Software asset overview for Software Asset Management Foundation plugin dashboard
• Run Software Asset Management Foundation plugin software reconciliation in workspace
• View discovery models in workspace
• Software Asset Management Foundation dashboard
• Run Software Asset Management Foundation plugin software reconciliation in classic
• View Software Asset Management Foundation plugin software model results in classic
• Add a Software Asset Management Foundation plugin custom software product
• Add a Software Asset Management Foundation plugin custom license metric
• Migrate Software Asset Management Foundation plugin software installations
• Software Asset Management Foundation plugin properties
• Overwrite customizations for Software Asset Management Foundation plugin migration
• Organization Management
• Installed with Model Management
• Installed with Asset Management
• Domain separation and lifecycle reports
• Quick start test for Asset Management
• Use the Contract Management Overview module
• Tables installed with Contract Management
• User roles installed with Contract Management
• Script includes installed with Contract Management
• Client scripts installed with Contract Management
• Business rules installed with Contract Management
• Create a contract renewal request
• Renew multiple child contracts
• Supply contract renewal information
• Add or remove hardware assets for a contract renewal
• Add or remove entitlements for a contract renewal
• Update terms and conditions
• Add rate cards to the new contract
• Review contract renewal details
• Approve or reject a contract renewal request
• Receive a purchase order for contract assets
• Results of canceling a contract renewal process
• Contract life cycle
• Create a software maintenance contract example
• Add an asset to a contract
• Add a user to a contract
• Add a configuration item to a contract
• Add a document to a contract
• Renew a contract
• Cancel a contract
• Verify contract administrator assignment for notification
• Approve or reject a contract
• View approval history on contracts
• Create a terms and conditions record
• Add terms and conditions to a contract
• Build a terms and conditions document within a contract
• Contract Rate Card form
• Create a new expense line
• Add a user or asset to a contract
• Create a rate card and assign a user or asset
• Configure rate card expense generation
• View contract expense lines
• Run a contract report
• Define a condition check
• Domain separation and Contract Management
• Procurement roles
• Procurement workflows
• Use the Procurement Overview module
• Business rules installed with Procurement
• Client scripts installed with Procurement
• Script includes installed with Procurement
• Tables installed with Procurement
• User roles installed with Procurement
• Create a purchase order from a request
• Create a transfer order from a request
• Source requests from local stockrooms
• Add an assignment from a request
• Track a request from the service catalog
• Cancel a request from the service catalog
• View and edit a catalog task
• Create a purchase order line item
• Purchase order status
• Purchase order expected delivery date
• Cancel a purchase order
• Cancel a purchase order line item
• Reorder a purchase order
• Reorder a purchase order line item
• Create an asset and reserve it for the requester
• Receive an asset
• Create a receiving slip
• Create a receiving slip line
• Consumable assets
• Domain separation and Procurement
• Tables installed with Product Catalog
• Roles installed with Product Catalog
• Script includes installed with Product Catalog
• Client scripts installed with Product Catalog
• Business rules installed with Product Catalog
• Model form fields
• Add compatible models to a hardware model
• Add substitute models to a hardware model
• Create consumable models
• Create a service model
• Add model components to a bundle
• Remove model components from a bundle
• Publish bundled models to product catalog
• Software models
• Create application models
• Work order models
• Models created for VMware support and Amazon EC2
• Add skills to a model
• Publish models to the hardware or software catalog
• Delete models
• Synchronize information
• Link an item to the hardware catalog
• Link an item to the software catalog
• Publish an item to the hardware catalog
• Publish an item to the software catalog
• View a vendor list
• Create a product catalog item
• Activate a product catalog item
• Deactivate a product catalog item
• View model categories
• Create model categories
• Create assets manually
• Edit model categories
• Delete model categories
• Domain separation and Product Catalog
• Benchmarks overview
• Benchmarks roles
• Opt out of Benchmarks
• Configure resolved incident Benchmarks KPIs
• Link or customize a benchmark KPI
• Use Benchmarks data for value management analysis
• View benchmark KPI data
• Benchmarks KPI performance trend and recommendations
• Drill down within benchmark KPI data
• Benchmarks troubleshooting
• Domain separation and Benchmarks
• Change types
• Upgrade Change Management
• Components installed with ITSM Roles - Change Management
• Installed with Business Stakeholder
• Update change request states
• Installed with Change Management - State Model
• Installed with Change Management - Collision Detector
• Installed with Best Practice - Change Risk Calculator
• Installed with Change Management - Change Schedule
• Activate Change Management - Risk Assessment
• Installed with Change Management - Standard Change Catalog
• Components installed with Change Management - Change Success Score
• Installed with Best Practice- Bulk CI Changes
• Installed with Change Management - Mass Update CI
• Components installed with Change Management -Approval policy
• Installed with Change Management - CAB Workbench
• Activate Change Management ATF Tests
• Installed with Change Management - Core
• Components installed with Change Management - Incident Intelligence
• Components installed with Change Management - Risk Intelligence
• Components installed with Change Management - Standard Change Template Intelligence
• Request Change Management - Case Intelligence
• Components installed with Change Management - Predictive Intelligence Core
• Activate Change Management - Change Flows
• Activate Change Management - Change Velocity dashboard
• Activate Change Management - Change Models
• Change Management properties
• Configure ability to copy a change request
• Create a change request template
• Create a change request assignment rule
• Add a new change request type
• Extend or disable multiple CI association
• State progression for normal, standard, and emergency changes
• Add a state to the state model
• Configure state model transitions
• Modify the email notification for change request state changes
• Create a new choice
• Create a custom field
• Add a UI policy
• Create an ACL
• Update the state handler script include
• Update the state model script include
• Create a UI action
• Create a process flow record
• Update the change request workflow
• Change Management workflows
• Use the Apply Change Approval Policy flow action
• Change Models properties
• Create predefined transition condition types
• Attach a process for Change model states
• Create a change request from a CI
• Request a standard change from the catalog
• Copy a change request
• Create a change task
• Disable the creation of an unauthorized change request
• Unauthorized change properties
• Associated CIs on a change request
• Use Bulk CI Changes and Mass Update CI
• Place a change request on hold
• Perform bulk changes to CIs on a change request
• Bulk CI Changes and Mass Update CI
• Refresh impacted services properties
• Configure standard change catalog properties
• Propose a standard change template
• Attach files to a standard change template
• Modify or retire a standard change template
• Change schedules view
• Create a change schedule from the Change Schedules page
• Create a change schedule from the change schedule definition
• Add related tasks to a change schedule
• Define default style rules
• Define style rules from Change Schedule Definitions
• Define style rules from Change Schedules View
• Success score indicators
• Modify score calculation
• Success score rating
• Activate Change Management Success Probability
• Success Probability
• Intelligent solutions configurations
• Train the Risk Intelligence solution
• Train the clustering solution for Standard change proposal
• Risk Calculator property
• Add or modify risk and impact conditions
• Define risk assessments
• Perform risk assessment
• Migrated risk assessment components
• Success Probability definitions
• Calculated Risk Score
• Configure conflict analysis properties
• Assign a maintenance schedule to configuration items
• Configure a change request to monitor outside maintenance schedule conflicts
• Manage your change schedules and resolve conflicts
• Enable automatic change conflict detection
• Detect conflicts manually and review conflict details
• Create approval definitions
• Create policy inputs
• Create Decision records
• Change Approval Policy workflow activity
• Use the Change Approval Policy workflow activity
• Create a Change approval policy using decision builder
• Create a CAB definition
• View the CAB calendar
• View CAB meeting details
• Modify CAB meeting details
• Send CAB meeting request to attendees
• CAB meeting attendance using the CAB workbench
• Add new CAB meeting agenda items
• CAB meeting management using the CAB workbench
• Change Management integration with ITOM Visibility
• Change Management integration with Software Asset Management
• Change Management integration with Hardware Asset Management
• Download the Mobile Agent mobile application
• View change tasks
• Add comments to your change tasks
• Resolve or close a change task
• Domain separation and Change Management
• Change Premium dashboard
• Change Management dashboard
• Open Changes Reports dashboard
• Open Changes State Monitor dashboard
• Age of Open Changes Monitor dashboard
• Change Velocity dashboard
• Change Management troubleshooting properties
• Quick start tests for Change Management
• Request Coaching
• Coaching roles
• Domain separation and Coaching
• Define trigger conditions for a coaching opportunity
• Identify and add course items for a virtual coach
• Create a survey and associate with a Coaching opportunity
• Assess a trainee
• Assign skills after completing an assessment
• Training your agents using Coaching With Learning
• Work with your coach
• Coaching field descriptions
• Coaching troubleshooting
• Quick start tests for Coaching
• Request Continual Improvement Management
• Domain separation and Continual Improvement Management
• Continual Improvement Management roles
• Monitor and plan improvements
• View improvement reports
• Create an improvement request
• Accept an improvement
• Prepare an improvement
• Assess an improvement for approval
• Review and close an improvement
• Improvement integration with other applications
• Improvement field descriptions
• Components installed with Continual Improvement Management
• Quick tests for Continual Improvement Management
• Continual Improvements dashboard
• Components installed with Expense Line
• View an expense
• Create an allocation rule
• Automatic expense line creation
• Create expense lines manually
• Delete an expense line
• Create a sample allocation rule
• Use a scripted allocation
• Domain separation and Expense Line
• Service and service offering details
• Business application details
• Application service details
• Digital Portfolio Management landing page
• Digital Portfolio Management portfolios
• KPI groups in Digital Portfolio Management
• DevOps value stream metrics in Digital Portfolio Management
• Activate Digital Portfolio Management
• Create KPI groups, mappings, and visualizations
• Configure KPIs in Digital Portfolio Management with service availability example
• Configure record views
• Configure the Digital Portfolio Management experience
• Create a personal portfolio
• Work with Needs attention panels
• View relationship maps
• Create demand
• Create an improvement initiative
• Work with enterprise portfolios
• Work with lists
• Roles for Digital Portfolio Management
• KPI groups installed with Digital Portfolio Management
• Digital Portfolio Management related applications and data sources
• Digital Portfolio Management and CSDM reference
• CSDM terms for Digital Portfolio Management
• Domain separation and Digital Portfolio Management
• Set up ITSM Virtual Agent
• Fulfiller pre-built topics for ITSM Virtual Agent
• Set up the Local Admin Access topic
• Self-Service pre-built topics for ITSM Virtual Agent
• Citrix session pre-built topics for ITSM Virtual Agent
• Password management topics for ITSM Virtual Agent
• Microsoft Office 365 Group pre-built topics for ITSM Virtual Agent
• Microsoft Active Directory pre-built topics for ITSM Virtual Agent
• Microsoft Exchange Online meeting management pre-built topic for ITSM Virtual Agent
• Microsoft Exchange Server meeting management pre-built topics for ITSM Virtual Agent
• Virtual machine pre-built topics for ITSM Virtual Agent
• Pre-built setup topics for Virtual Agent
• Reusable ITSM Virtual Agent pre-built topic blocks
• Set up actionable notifications for ITSM Virtual Agent
• Actionable notifications for incidents in ITSM Virtual Agent
• Actionable notifications for Service Catalog requests in ITSM Virtual Agent
• Actionable notifications for approvals in ITSM Virtual Agent
• Actionable notifications for Password Reset for Virtual Agent
• Actionable notifications for virtual machines in ITSM Virtual Agent
• Actionable notifications for Issue Auto Resolution in ITSM Virtual Agent
• Set up Issue Auto Resolution for ITSM Virtual Agent
• Tracking deflections in ITSM Virtual Agent
• Set up ITSM Virtual Agent Lite
• ITSM Virtual Agent Lite pre-built topics
• Exploring Walk-up Experience
• Domain separation and the Walk-up Experience application
• Walk-up Experience portal security and access
• Installed with Walk-up Experience
• Quick start tests for Walk-up Experience
• Configure the Walk-up Experience portal
• Enable Self-Service online check-in for Walk-up Experience
• Configure Walk-up Experience online check-in icon to appear on Service Portal
• Configure Walk-up Experience service channel
• Create or modify Walk-up Experience notifications
• Create or modify Walk-up Experience schedules
• Enable Walk-up Experience appointment booking
• View or modify a Walk-up Experience appointment booking configuration
• Create a record producer to capture Walk-up Experience appointment records
• Configure day-level appointment booking
• Configure daily schedules for Walk-up Experience appointment booking
• Configure excluded hours for Walk-up Experience appointment booking
• Activate and configure appointment booking reminders for Walk-up Experience
• Configure variable time slots for appointment booking
• Create or modify a Walk-up Experience stockroom
• Configuring maximum multiple appointments
• Configure appointment type
• Create a kiosk at a location
• Create or modify Walk-up Experience locations
• Routing walk-up tasks to skilled agents
• Create or modify a Walk-up Experience customer satisfaction survey
• Remove a Walk-up Experience location
• Installed with Badge Reader Integration
• Download Badge Reader Integration client and configure hardware
• Create or modify Badge Reader Integration event handlers
• Use Badge Reader Client to define and register a badge reader device
• Manually define and register a badge reader device
• Define a user badge configuration
• Request activation approval for a badge reader device
• Configure Walk-up Experience for Badge Reader Integration
• View Badge Scanner Integration scan logs
• Badge Reader Integration customization
• Set up Microsoft Office 365 integration for Walk-up Experience
• View assigned Walk-up Experience locations
• View Walk-up Experience inbox
• Manage automatically assigned Walk-up Experience interactions
• Manage Walk-up Experience interactions manually
• Use platform view to fulfill a Walk-up Experience request from a stockroom
• Use Agent Assist to expedite Walk-up Experience fulfillment
• Work on Walk-up interaction
• Create an appointment through incident
• View and manage Walk-up Experience appointments from application navigator
• Plan your visit
• Walk-up Experience dashboard overview
• Book an appointment at a Walk-up Experience Tech Lounge
• Modify an appointment at the Walk-up Experience Tech Lounge
• Join a queue at the Walk-up Experience Tech Lounge
• Leave a queue at the Walk-up Experience Tech Lounge
• Components installed with ITSM Agent Workspace
• Viewing incident details and your incident tasks in ITSM Agent Workspace - Standard landing page
• ITSM Agent Workspace landing page
• Activate ITSM Workspace Landing Pages – Premium
• Set the default landing page
• Add field or related list to a workspace form
• Create an interaction record in ITSM Agent Workspace
• Create an outage from a task record in ITSM Agent Workspace
• Create an incident in ITSM Agent Workspace
• Create an incident from an interaction
• Create an incident from a chat
• Resolve an incident using knowledge
• Create a knowledge article from an incident
• Report a knowledge gap from an incident
• Capture information on affected configuration items in ITSM Agent Workspace
• Create a copy of an incident in ITSM Agent Workspace
• Propose an incident to be a major incident from a workspace
• Refresh impacted services and CIs
• Create a problem record from an incident
• Create a change request from an incident
• Create a knowledge article from an incident in ITSM Agent Workspace
• Create an improvement initiative from an incident
• Delete an incident
• Create incident from Universal Request in ITSM Agent Workspace
• Transfer incident in ITSM Agent Workspace
• Mark an incident as restricted
• Create and track a problem in workspace
• Create a problem from an interaction
• Create a problem task in a workspace
• Attach a knowledge article to a problem or problem task from Agent assist
• Create a change request from a problem
• Create an improvement initiative from a problem
• Delete a problem
• Create a change request in Agent Workspace
• Create a standard change from an interaction
• Link a change request to an incident through Agent Assist
• Delete a change request
• Disable creating an emergency change in Agent Workspace
• Access your profile in ITSM Agent Workspace
• ITSM Agent Workspace - Scheduling
• ITSM Agent Workspace - Coaching
• Example for using channel management in Workforce Optimization for ITSM
• Work scheduler in Workforce Optimization for ITSM
• Example for using scheduling in Workforce Optimization for ITSM
• Schedule Adherence in Workforce Optimization for ITSM
• Demand Forecast in Workforce Optimization for ITSM
• Example for using teams in Workforce Optimization for ITSM
• Example for using Coaching in Workforce Optimization for ITSM
• Before you begin implementing Workforce Optimization for ITSM
• Activate Workforce Optimization for ITSM
• Domain separation and Workforce Optimization for ITSM
• Workforce Optimization for ITSM manager landing page
• Workforce Optimization for ITSM Channels landing page
• Workforce Optimization for ITSM Coaching landing page
• Customize a Workforce Optimization for ITSM page using Next Experience UI Builder
• Assign a primary assignment group for each agent
• Setting up Channels in Workforce Optimization for ITSM
• Configure the due date logic for shift approval flows
• Configure an event load order in Workforce Optimization for ITSM
• Create event types to add to the team calendar
• Event type extension points in Workforce Optimization for ITSM
• Schedule adherence extension points in Workforce Optimization for ITSM
• Configure properties for schedule adherence and conformance
• Customize a Work Scheduler card using the Next Experience UI Builder
• Set up a work configuration
• Create a client state parameter for Work scheduler
• Create page scripts for Work scheduler
• Define the workItem property in the Work scheduler page configuration
• Define event mappings for Work scheduler
• Configure container components for Work scheduler
• Configure a Work scheduler card heading component
• Configure a display type component for a Work scheduler card
• Configure an avatar component for Work scheduler
• Associate a work scheduler card to the work configuration
• Create extension points for Work scheduler
• Add a system property to set default date range in Workforce Optimization for ITSM
• Create KPI groups to monitor team performance
• Add managers to a KPI assignment group
• Configure an indicator to display in the Coaching Overview tab in Workforce Optimization for ITSM
• Use extension points for skill prediction
• Configure a list menu to display in the Learning tab in Workforce Optimization for ITSM
• External Content Integration Sources
• Define the minimum and maximum number of agents to forecast demand
• Modify forecast parameters to visualize forecast data
• Create a manual adjustment for a forecast
• Demand Forecast troubleshooting
• Create Process Optimization templates
• Configure filters for ITSM Manager Workspace
• Monitor ongoing work in service channels and queues​
• Manage service channels and queues
• Assist agents by joining their chat conversation
• Allocate work items manually to agents
• Track and analyze agent's performance
• Override channel capacity for an agent
• Associate Amazon Connect queues for ITSM to a ServiceNow instance
• Listen in to an agent call
• Analyze transcripts and sentiments for the Amazon Connect phone channel
• Analyze skills for your teams in Workforce Optimization for ITSM
• Automatically add skills to incidents or interactions in Workforce Optimization for ITSM
• Create a shift plan
• Create a schedule plan
• Enable your teams to sign up for work shifts
• Publish a schedule plan for visibility into team coverage
• Track and manage your teams' schedule
• Analyze your staff alignment using Demand Forecast
• Add events to the team calendar
• Swap your agents' shifts in Workforce Optimization for ITSM
• Monitor schedule adherence of your agents
• Use time-worked summary to analyze agent schedule adherence and conformance
• Assign work based on your teams' skills and capacity
• Add KPI targets for agents
• Analyze the performance trends for your teams
• Get insights into your teams' performance
• Coaching Overview page
• Create a course catalog in Workforce Optimization for ITSM
• Create a learning library
• Create internal learning content
• Access external courses using Coaching with Learning
• Assign a course item to agents
• Create a learning path in Workforce Optimization for ITSM
• Assign a learning path to agents
• Create a learning task
• Skills Overview in Workforce Optimization for ITSM
• Add or update skills using Workforce Optimization for ITSM
• Initiate a skill review for teams or groups
• Approve or reject a skill review request
• Assess the quality of your agent's completed tasks
• Create a survey in Workforce Optimization for ITSM
• Assign a survey to agents or groups
• Notifications in ITSM Mobile Agent for Workforce Optimization for ITSM
• Make a request to swap shifts or take time off using the Mobile Agent application
• Approve or reject a shift swap using the ITSM Mobile Agent application
• Track and manage your agent's schedule using the ITSM Mobile Agent application
• Create a Process Optimization process project for a KPI group
• Components installed with Workforce Optimization ITSM Manager Workspace
• Components installed with Workforce Optimization for ITSM
• Channel Management in Workforce Optimization for ITSM
• Scheduling in Workforce Optimization for ITSM
• Work Scheduler in Workforce Optimization for ITSM reference
• Teams in Workforce Optimization for ITSM
• Coaching in Workforce Optimization for ITSM
• Skill review request in Workforce Optimization for ITSM
• Skill Recommendation in Workforce Optimization for ITSM
• Workforce Optimization for ITSM integration with Process Optimization
• Legacy - Example for Channel Management using Workforce Optimization for ITSM
• Legacy - Example for scheduling using Workforce Optimization for ITSM
• Legacy - Schedule Adherence in Workforce Optimization for ITSM
• Legacy - Demand Forecast in Workforce Optimization for ITSM
• Legacy - Example for teams using Workforce Optimization for ITSM
• Legacy - Example for Coaching using Workforce Optimization for ITSM
• Legacy - Activate Workforce Optimization for ITSM
• Legacy - Workforce Optimization for ITSM Reference
• Legacy - Domain separation and Workforce Optimization for ITSM
• Legacy - Setting up Channels in Workforce Optimization for ITSM
• Legacy - Setting up Scheduling in Workforce Optimization for ITSM
• Legacy - Setting up Teams in Workforce Optimization for ITSM
• Legacy - Configure an indicator to display in the Coaching Overview tab in Workforce Optimization for ITSM
• Legacy - Setting up skill prediction in Workforce Optimization for ITSM
• Legacy - Configure a list menu to display in the Learning tab in Workforce Optimization for ITSM
• Legacy - External Content Integration Sources
• Legacy - Define the minimum and maximum number of agents to forecast demand
• Legacy - Modify forecast parameters to visualize forecast data
• Legacy - Create a manual adjustment for a forecast
• Legacy - Demand Forecast troubleshooting
• Legacy - Configure filters for ITSM Manager Workspace
• Legacy - Workforce Optimization for ITSM manager landing page
• Legacy - Workforce Optimization for ITSM Channels landing page
• Legacy - Workforce Optimization for ITSM Coaching landing page
• Legacy - Using Channels in Workforce Optimization for ITSM
• Legacy - Associate Amazon Connect queues for ITSM to a ServiceNow instance
• Legacy - Listen in to an agent call
• Legacy Analyze transcripts and sentiments for the Amazon Connect phone channel
• Legacy - Automatically add skills to incidents or interactions in Workforce Optimization for ITSM
• Legacy - Analyze skills for your teams in Workforce Optimization for ITSM
• Legacy - Scheduling in Workforce Optimization for ITSM
• Legacy - Teams in Workforce Optimization for ITSM
• Legacy - Coaching in Workforce Optimization for ITSM
• Legacy ITSM - Mobile Agent for Workforce Optimization for ITSM notifications
• Legacy - Make a request to swap shifts or take time off using the Mobile Agent agent application
• Legacy - Approve or reject a shift swap using the ITSM Mobile Agent application
• Legacy - Track and manage your agent's schedule using the ITSM Mobile Agent application
• Components installed with Incident Communications Management
• Incident communication plan state model (old)
• Communication plan definition
• Communication task definition
• Communication contact definition
• Communication channel definition
• Create adhoc incident communication plan from Incident Communications Management
• Create adhoc incident communication plan from incident
• Create adhoc incident communication task from Incident Communications Management
• Responsibilities for Incident Communication Plan
• Define contact responsibilities
• Create a contact definition
• Create a default override
• Add a user as a contact
• Close an incident communication plan
• Initiate conference call on incident communication task
• Join or end conference call on incident communication task
• Send communication updates
• Run an incident communication plan report
• Subscribe to incident communication notifications
• Notify with Incident Communications Management
• Domain separation and Incident Communications Management
• Incident Management process
• Life cycle of an Incident
• Activate Incident Management Best Practice – San Diego
• Components installed with Incident
• Request Incident Management — Core
• Components installed with ITSM Roles — Incident Management
• Component installed with KCS Integration for Incident Management plugin
• Activate Incident Management Notification
• Activate Incident Updates
• Activate Incident Management — ATF Tests
• Quick start tests for Incident Management
• Incident management properties
• Configure incident category or subcategory
• Add a category or a subcategory
• Delete a category or a subcategory
• Define priority lookup rules
• Define assignment rules for incidents
• Create incident template
• Create a module that uses incident template
• Create a record producer to log incidents
• Create a record producer using a template
• View VIP status for a caller in incident
• View incident notifications
• Configure default user for auto-closing incidents
• Uni-directional incident ticketing integrations
• Bi-directional incident ticketing integrations
• Logging an incident
• Create an incident
• Capture information on affected configuration items in an incident
• Create a template from the incident form
• Apply a template in the Incident form
• Create an incident task
• Synchronization between an incident and its incident tasks
• Create a record from incident
• Create a request from an incident
• Copy an incident or create a child incident
• Synchronization between a parent and a child incident
• Enable the display of incident special handling notes
• View affected CIs in the dependency views map
• Refresh impacted services and CIs for incident
• Associate CIs with incident
• Update the resolved incident notification template
• Resolve and close an incident
• Configure incidents to close automatically
• Close multiple incidents from list
• Create a UI action to close multiple incidents
• Reopening an incident
• Configure incident ticket page
• ITIL dashboard
• Incident Overview dashboard
• Incident Management Dashboard
• Incident Premium dashboard
• Incident Daily 7d - 28d dashboard
• Open Incidents Age Monitor dashboard
• Open Incident State Monitor dashboard
• Open Incidents Reports dashboard
• Incident SLA Management dashboard
• Overdue by State dashboard
• Overdue by Age dashboard
• Overdue Reports dashboard
• Domain separation and Incident Management
• Major Incident Management process
• Components installed with Incident Management - Major Incident Management
• Slack notification installed with Major Incident Management
• Quick start tests for Major Incident Management
• Create trigger rules for major incidents
• Create a major incident candidate
• Create a major incident
• Major incident assignment
• Accept or reject a major incident candidate
• Associate multiple incidents with a major incident
• Reject multiple major incident candidates using the Actions menu
• Demote a major incident
• Close a major incident
• View major incident information on the Incident form
• Major Incident workbench — Summary tab
• Major Incident workbench — the Post Incident Report tab
• Major Incident workbench — the Communicate tab
• Major Incident workbench — the Collaborate tab
• Associate a new post incident report
• Add communication plan from the major incident workbench
• Add similar incidents from major incident workbench
• Access on-call escalation path from major incident workbench
• Major incident overview (dashboard)
• Request Universal Request integration for Incident Management
• Create incident from Universal Request
• Transfer incident
• Create an associated ticket from an incident
• Resolve, reopen, or close incident associated with universal request
• Customize fields copied from Universal Request to incident
• Restrict an incident access
• Activate the ServiceNow Add-in for Microsoft Office
• Deploy the ServiceNow Add-in for Microsoft Outlook
• Use the ServiceNow Add-in for Microsoft Outlook
• Tables installed with On-Call Scheduling
• Scheduled jobs installed with On-Call Scheduling
• Quick start tests for On-Call Scheduling
• Domain separation and On-Call Scheduling
• Definitions of On-Call Scheduling terms
• Assigning On-Call Scheduling roles
• Viewing Escalation Overview reports
• Viewing Group Overview reports
• Viewing the Performance reports for escalations
• Enable users to subscribe to the On-Call calendar
• Configure preferences for a user group
• Configure a table for escalation trigger rules
• Create an escalation trigger rule
• Create an escalation policy
• Escalation and reminder settings for rosters
• Example escalation reports
• Track the progress of an escalation
• View details in an escalation log
• System properties for On-Call Scheduling
• Configure a roster
• Delegate the shift manager [rota_admin] role
• Set a shift to Draft mode while waiting for info
• Update shift details from the On-Call calendar
• Send or resend reminders of an upcoming shift
• Create a shift template to simplify configuring shifts
• Configure the lead time for email reminders
• Manage requests for time off
• Resolve gaps, conflicts, and time-off requests in a shift
• Add a new or returning employee to a roster
• Modify the order of a member in a roster
• Remove a member from a roster
• View On-Call schedules
• Updating an On-Call schedule
• Update a schedule entry
• Specify the sources of contact information for schedule notifications
• Override contact preferences for a shift
• Manage shifts from the Calendar view
• Manage shifts from the Timeline view
• Create a group template to simplify configuring schedules
• Workflow Activities for On-Call Scheduling
• Setting up Slack as a contact method
• Setting up SMS and voice messaging as contact methods
• Set up Microsoft Teams as a contact method for an on-call escalation
• Set up mobile push as a contact method for an on-call escalation
• Configure my availability and contact preferences
• View my group schedules
• View my personal schedule on the My Schedule report
• Request time off and suggest who can cover
• View my On-Call calendar on my calendar app
• Run a Schedule report to view my schedule
• Run an Escalations report to view who is on call
• Getting started with the On-Call Scheduling mobile app
• Mobile On-Call Scheduling overview
• On-Call Scheduling
• Mobile My team On-Call Scheduling
• Life cycle of a problem
• Life cycle of a problem task
• Components installed with Problem Management
• Components installed with ITSM Roles — Problem Management
• Activate Problem Management Best Practice — Madrid — State Model
• Activate Problem Management — ATF Tests
• Activate Problem Management Best Practice — Jakarta
• Introducing activities for migration
• Preparing for migration
• Resolve blocking modifications
• Review warning modifications
• Map problem states
• Map problem task states
• Prepare base plugins
• Restore base plugins
• Resolve blocking and warning modifications
• Migrate active records
• Migrate inactive records
• Modifications
• Update dashboard overview
• Configure the problem form layout
• Redesign the problem form
• Configure problem categories
• Define an assignment rule for problems
• Categorize a problem as a major problem
• Data lookup for prioritizing problems
• Problem management properties
• Quick start tests for Problem Management
• Create a problem (legacy)
• Assess a problem
• Add a field in the assess mandatory field dialog
• Add multiple incidents to a problem
• Associate CIs with Problem
• Data for problem resolution
• Investigate root cause of a problem
• Resolve and complete a problem
• Create change request from a problem
• Add multiple change requests to a problem
• Create a problem task
• Assess a problem task
• Complete a problem task
• Resolve related incidents from a problem
• Synchronization between incident and problem records
• Communicate workaround for Problem
• Communicate a fix
• Use the knowledge check box
• Create a known error article
• Post knowledge
• Working with contextual search
• Domain separation and problem management
• Problem Overview dashboard
• Problem Management dashboard
• Problem Premium dashboard
• Problem daily 7d - 28d dashboard
• Open Problem Age Monitor dashboard
• Deprecated — Legacy Structured Problem Analysis
• Components installed with Release Management
• Business stakeholder role for Release Management
• Domain separation in Release Management
• Default state categories for Release and Release task tables
• Product hierarchy in Release Management
• Define a product in Release Management
• Define a release in Release Management
• Define a release phase in Release Management
• Define scope of a release in Release Management
• Software control distribution
• Exploring Recommendation Framework
• Configuring Recommendation Framework
• Integrating Recommendation Framework with other applications
• Request Management architecture
• Domain separation in Request Management
• Create a catalog request in Agent Workspace
• Create a request from Universal Request
• Requested item state mapping
• Transfer a request to another department
• Components installed with ITSM Roles — Request Management
• Install Service Builder
• Roles installed with Service Builder
• Service states and approval process in Service Builder
• Create a service
• Create a service offering
• Service Operations Workspace for ITSM landing page
• Install Service Operations Workspace ITSM Applications
• Configure service desk groups to access the Service Operations Workspace landing page
• Redirect agents of a specific group to Service Operations Workspace
• Disable auto-redirection for all agents to Service Operations Workspace
• Install Agent Client Collector for Investigation
• Configure Recommendation Framework for an incident in Service Operations Workspace
• Modify the greeting text on the landing page
• Customize the donut area color for first-level cards
• Modify the header label for a second-level card
• Modify the highlighted value color in second-level cards
• Modify the Announcements section on the landing page
• Modify the Upcoming section on the landing page
• Create a copy of the Service Operations Workspace landing page
• Configure record creation from the new tab menu in Service Operations Workspace
• Enable automatic assignment of interactions to an agent
• Configure a task record form in Service Operations Workspace
• Customize the incident record page
• Configure a record page tab in Service Operations Workspace
• Configure contextual side panel tabs in Service Operations Workspace
• Configure search resources for an interaction
• Customize the on-call support group recommendations
• Create a task type for problem or change in Service Operations Workspace
• Configure the display of requester related records in an interaction
• Configure the task record information in the MS Teams Import tab
• Specify the refresh duration for user presence in Service Operations Workspace
• AI Search in Service Operations Workspace for ITSM
• Add a quick link on the ITSM landing page
• Configure a filtered list in Service Operations Workspace
• Create a change request in Service Operations Workspace
• Work on a change request in Service Operations Workspace
• Create a change task in Service Operations Workspace
• Work on a change task in Service Operations Workspace
• Create an incident in Service Operations Workspace
• Work on an incident in Service Operations Workspace
• Create an interaction in Service Operations Workspace
• Work on an interaction in Service Operations Workspace
• On-Call Scheduling in Service Operations Workspace
• Create a problem in Service Operations Workspace
• Work on a problem in Service Operations Workspace
• Create a problem task in Service Operations Workspace
• Work on a problem task in Service Operations Workspace
• Recommendation Framework in Service Operations Workspace
• Create a catalog request in Service Operations Workspace
• Collaborate on a task record using Microsoft Teams in Service Operations Workspace
• Service Level Management in Service Operations Workspace
• Work on Walk-up interaction in Service Operations Workspace
• Access your profile in Service Operations Workspace
• Manage your schedule using the Service Operations Workspace
• Approve or reject a shift-swap in Service Operations Workspace
• Request time off using ITSM Virtual Agent
• Clock-in and clock-out your work shift in Service Operations Workspace
• Sign up for your preferred shifts
• Take a survey in Service Operations Workspace
• Complete learning tasks using the Service Operations Workspace
• Review skills to add to your skill set
• Components installed with Service Operations Workspace ITSM Applications
• Components installed with Agent Client Collector for Investigation
• Recommendation rules for an incident in Service Operations Workspace
• Service Portfolio Management overview
• Service Portfolio Management capabilities
• Service Portfolio Management services
• Service Portfolio Management portfolios
• Activate Service Portfolio Management
• Service Portfolio Management activation administration
• Service Portfolio Management users and roles
• Set up Service Portfolio Management
• View Service Portfolio Management sample IT services portfolio content
• Create portfolios
• Create taxonomy layer definitions
• Create taxonomy nodes
• Apply scope to a service
• Add a commitment to a service offering
• Subscribe users to a service offering
• Service Portfolio Management service offering price
• Set service offering price models and units
• Log outages
• View availability results
• Convert services in bulk
• Service Level Agreement (SLA) results
• Installed with Service Portfolio Management
• Service Portfolio Management and CSDM reference
• Domain separation and Service Portfolio Management
• Service Owner Workspace performance metrics
• Installed with Service Owner Workspace
• Quick start tests for Service Portfolio Management Premium
• Service Owner Workspace Migration Dashboard
• Service Owner Workspace integrations
• Configure Service Owner Workspace metric definitions
• Configure Service Owner Workspace portfolio metrics
• Generate a service offering availability
• Change scope to Service Portfolio Management Premium
• Create indicators in Service Portfolio Management Premium
• Access Service Owner Workspace
• Service offering to catalog item relationships
• Service Portfolio Management Premium notifications
• Service Owner Workspace Service Offering survey
• Configure the estimated spend offering cost source
• Service Level Management concepts
• Define a service contract
• Installed with Service Level Management
• Installed with SLA breakdown definitions
• Script includes installed with SLA timeline
• Installed with Service Level Management - SLA Timer Config API
• Script Includes installed with SLA Timer Config API
• Create an SLA definition
• Flows for SLA
• Workflows for SLA
• SLA duration types
• Schedules within SLA
• SLA duration and schedules
• Time zones in SLAs
• SLA conditions
• SLA transitions
• SLAConditionBase script
• SLAConditionSimple script
• Create a custom SLA condition rule
• Invoke an SLA condition rule globally
• Invoke SLA condition rules on a specific SLA definition
• Use SLA retroactive start and pause
• Configure Service Level Agreement (SLA) properties
• Service Level Agreement (SLA) process example
• Add custom business rules to Service Level Agreement (SLA)
• Add custom business rules to Service Level Agreement (SLA) considerations
• Create SLA breakdown definitions
• Actual and business elapsed times
• Run the 2011 SLA engine asynchronously
• Recalculate SLA times automatically
• Use exact times in SLA calculations
• Scheduled jobs for SLA
• Configure SLA repair
• Repair SLA from a form
• Repair SLAs from a list
• SLA Repair workflow
• Verify SLA definition using SLA timeline
• View SLA timeline
• Understand why an SLA did not trigger as expected
• Use SLA timeline to determine business schedule
• Use SLA timeline to understand SLA stage change
• Use SLA Timeline to validate a new SLA definition
• SLA timer configurations
• SLA notifications
• Legacy SLA fields
• Migrate to service level management
• Move from the 2010 Engine to the 2011 Engine
• Organize the migration process
• Task SLA table
• Reactivate escalation engine
• Service level management overview dashboard
• Service level management PA dashboard
• Domain separation and Service Level Management
• Quick start tests for Service Level Management
• Install the Site Reliability Operations application
• User roles and responsibilities in SR Ops
• Optional: Set up SMS and voice notifications
• Configure the change request type for SR Ops
• Import and commit the quick-start update set
• Activate the quick-start team catalog item
• Configure quick-start system properties
• Configure notifications and approval for team creation
• Set up the first SR Ops team
• Run script to load service map on the Service form
• Run script to load the Operator Workspace module on the SR Ops workspace
• Run fix scripts manually when you upgrade to Quebec from Paris 12.0
• SR Ops Workspace home page
• SR Ops system properties
• SR Ops notifications
• Set up on-call schedule and escalation policies for your team
• Manage your team details
• Manage your team members
• Manage services for your team
• Create an on-call schedule for your team
• View on-call schedule of a team
• View your on-call schedules
• Deactivate a team
• Create a web service account
• Create services and configure relationships between them
• Optional: Set up an On-Call schedule
• Remove a service from the service map
• Delete a service from the service map
• Use the command line interface to create and update services or relationships
• Edit the details of a service offering
• Delete a service offering
• Create an incident from a service
• Create a change request from a service
• Delete a service record
• Define a custom action
• Define a custom condition to trigger actions
• Create alert rules for a service
• Create alert rules for an integration
• Filter alerts, incidents, and change requests
• Approve a change request
• View the CMDB map of an SR Ops service
• Install Microsoft Teams Spoke for ServiceNow Integration Hub
• Create a Webhook URL for a channel in Microsoft Teams
• Create an alert rule configuration for Microsoft Teams
• View notifications for an event in a service
• Configuration Variables
• Install Slack Spoke for ServiceNow Integration Hub
• Create a Webhook URL for a channel in Slack
• Create an alert rule configuration for Slack
• View Slack notifications for an event in a service
• Configuration variables for Slack
• Create a webhook endpoint in SR Ops
• Configure webhook in Azure
• Sample payload from Azure
• Configure webhook in AWS
• Sample payload from AWS
• Configure alert rules and notification on Dynatrace
• Sample payload from Dynatrace
• Create a notification channel
• Create an alert policy
• Create alert conditions
• Sample payload from New Relic
• Configure webhook in Datadog
• Sample payload from Datadog
• Configure webhook in Google Cloud Platform
• Sample payload from Google Monitor
• Configure webhook in Grafana
• Sample payload from Grafana
• Domain separation and Site Reliability Operations
• Install Site Reliability Metrics
• Site Reliability Metrics basic terminologies
• User roles and responsibilities in SRM
• SRM system properties
• Source alerts from an APM tool
• Create a reliability indicator
• Edit a reliability indicator
• Delete reliability indicator
• Create action definitions
• Create an error budget policy
• SRM notifications
• Site Reliability Metrics change approval policies
• ITSM Success Dashboard indicators components
• Install ITSM Success Dashboard indicators
• Configure the knowledge base for ITSM Success Dashboard indicators
• Configure Virtual Agent topics for ITSM Success Dashboard indicators
• Set fulfillment automation level of catalog item for the Success Dashboard indicators
• Add contributing indicators
• Update more information cards
• Run Update formula script for ITSM Success Dashboard indicators
• Activate Performance Analytics jobs for ITSM Success Dashboard indicators
• Manage and configure the persona groups
• Set the refresh interval for Success Dashboard indicators
• Set the catalog item fulfillment to fully automated in Success Dashboard indicators
• Create a cost savings configuration for Success Dashboard
• Hide the cost savings in the Success Dashboard indicators
• Update the default currency code for Success Dashboard indicators
• Customize the contributing indicators in Success Dashboard indicators
• Configure the contextual help content for Success Dashboard
• Monitoring the KPIs of your ITSM implementation
• Share the Success Dashboard indicators
• Benchmarks for Success Dashboard indicators
• Success Dashboard indicators user roles and responsibilities
• ITSM Success Dashboard indicators KPI definitions and formulas
• Components installed with Task-Outage Relationship
• Add the Outage UI action to another task form
• Associate a task with an outage
• Create an outage from a task
• Domain separation and task outage
• Components installed with Collaboration services
• Setting up Slack for communication
• Configure Slack as a communication channel for a communication task
• Import messages from an incident
• Create a Slack channel for collaborative communication task
• Create slack channel for an incident
• Add form section to view slack channels
• Associate existing slack channel with a group
• Open slack from an incident
• Slack slash commands
• Understanding Vendor KPI Groups setup and use in Vendor Management Workspace
• Example for Vendor Management Workspace setup
• Vendor Success Indicators in Vendor Management Workspace
• Service Credits in Vendor Management Workspace
• Installed with Vendor Management Workspace
• Installed with Vendor Success Indicators in Vendor Management Workspace
• Vendor KPI Groups in Vendor Management Workspace reference
• Customize a Vendor Management Workspace page using Next Experience UI Builder
• Integrating Vendor Management Workspace with other ServiceNow applications
• Create a vendor in Vendor Management Workspace
• Generate the Vendor Satisfaction Assessment in Vendor Management Workspace
• Create KPI groups to track metrics for your vendors
• Create an improvement in Vendor Management Workspace
• Create a service credit in Vendor Management Workspace
• Create a vendor ticket in Vendor Management Workspace
• Set up table attributes in Vendor Management Workspace
• Set up indicator attributes in Vendor Management Workspace
• Configure domain separation for Vendor Management Workspace
• Quick start tests for Vendor Management Workspace in configurable workspace
• Vendor Management Workspace landing page
• Analyze Vendor KPI Groups
• Compare your vendor characteristics with high-performing vendors in Vendor Management Workspace
• Compare vendor performance within a vendor KPI group
• Add targets for vendor score KPIs
• Associate contracts with vendors
• Associate SLAs and Service Commitments with Vendors
• ITSM Vendor Management Mobile dashboard
• Access Vendor Management Mobile on your ServiceNow agent app
• Get notified about the vendors you manage using the Vendor Management Mobile application
• Access information related to your vendors using the Vendor Management Mobile application
• Legacy - Analyzing indicator scores in Vendor Manager Workspace
• Legacy - Sample Vendor Manager Workspace setup and use
• Legacy - Vendor Success Indicators
• Legacy - Vendor Manager Workspace user interface
• Legacy - Service Credits
• Legacy - Installed with Vendor Manager Workspace
• Legacy - Create a vendor in Vendor Manager Workspace
• Legacy - Generate the Vendor Satisfaction Assessment
• Legacy - Create a service credit
• Legacy - Calculating the vendor score
• Legacy - Setting up Vendor Success Indicators in configurable workspace
• Legacy - Use Vendor Manager Workspace
• Legacy - Configure domain separation for Vendor Manager Workspace
• Legacy - Quick start tests for Vendor Manager Workspace
• Add a vendor type
• Create a vendor record
• Assign vendor managers and other applicable roles
• Create a vendor contact
• Create vendor activity
• Vendor assessments
• Activate Vendor Performance
• Use the Vendor Performance Overview
• View a vendor scorecard
• Averages by vendor type
• Averages by categories
• Category metrics
• Head-to-head vendor comparison
• Vendor scorecard history
• Vendor decision matrixes
• Using vendor bubble charts
• Activate Vendor Ticketing
• Using Vendor Ticketing
• Configure SLAs for vendor ticketing
• View an incident from a vendor record
• Create a vendor credit manually
• Create a vendor credit from specific records
• Domain separation and Vendor Performance
• Components installed with ITSM Predictive Intelligence Workbench
• Domain separation and Predictive Intelligence Workbench
• Configure ITSM Predictive Intelligence Workbench settings
• ITSM Predictive Intelligence Workbench notifications
• Create an ITSM Predictive Intelligence Workbench user group
• Predictive Intelligence Workbench Migration Utility
• Predictive Intelligence Workbench pretrained use cases
• Predictive Intelligence Workbench integration and customization
• Predict Assignment Group for incoming incidents
• Predict Category for incoming incidents
• Predict Change risk
• Predict Configuration Item for incoming incidents
• Predict Service for incoming incidents
• Similar Business Applications
• Similar Demands
• Similar Ideas
• Similar Projects
• Suggest relevant Incidents for an Incident
• Suggest relevant Incidents for a Major Incident
• Suggest relevant Major Incident for an Incident
• Suggest relevant KB article for an Incident
• Suggest relevant Open incidents for an Incident
• Suggest relevant Resolved Incidents for an Incident
• Suggest relevant Open Change requests for an Incident
• Suggest relevant Open Problems for an Incident
• Suggest skill assignment by comparing completed work with skills
• Manage ITSM Predictive Intelligence Workbench use cases
• ITSM Predictive Intelligence Workbench dashboard
• IT Executive dashboard
• IT Manager dashboard
• IT Agent dashboard
• Migration from ITSM Mobile to ITSM Mobile Agent
• Install ITSM Mobile Agent
• Create an incident from app landing page
• Filter records
• Initiate a chat with the caller from an incident
• Initiate a chat with the assignment group from an incident
• Initiate a conference call with the caller from an incident
• Add participants to a conference call from an incident
• Join an active conference call from an incident
• View active collaborations
• View active and inactive participants in the conference call
• End a conference call
• Initiate a conference call from an incident task
• Add participants to a conference call from an incident task
• Join an active conference call from an incident task
• Process an incident at risk
• Process a breached incident
• Overdue changes
• Unassigned incidents
• Performance metrics
• Active major incidents
• Review and work on a major incident candidate
• Major incident dashboard
• Initiate a chat with the caller from a major incident
• Initiate a chat with the assignment group from a major incident
• Add participants to a conference call from a major incident
• Join an active conference call from a major incident
• End a conference call from major incident
• Domain Separation for ITSM Mobile Agent
• Enable Push notification categories for ITSM Mobile Agent
• Configurable actionable notifications for ITSM Mobile Agent
• Add deep linking support to ITSM Mobile Agent
• Updated Aug 4, 2022
• 1 minute read

The ServiceNow® Change Management application provides a systematic approach to control the life cycle of all changes, facilitating beneficial changes to be made with minimum disruption to IT services.

ServiceNow Change Management integrates with the Vulnerability response plugin to introduce extra functionality within Change Management.