Zurich IT Service Management

Release: zurich
ft:locale: English
ft:publication_title: Zurich IT Service Management
ft:clusterId: itsm
bundleId: itsm
workflow: Technology

IT Service Management
Script includes and customization
ML solutions for ITSM
Request PI for Incident Management
Request PI for MIM
PI for Incident management
Request PI for Incident
PI for incident
Asset Management
ITSM Software Asset Management
Legacy Software Asset Management plugin
Legacy Software Asset Management plugin Overview module
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
Determine where software is installed using the legacy Software Asset Management plugin
Find software on the network using the legacy Software Asset Management plugin
Scan software installations with the system scheduler
Software licenses in the legacy Software Asset Management plugin
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
Software license entitlements for 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
License upgrade and downgrade with the legacy Software Asset Management plugin
Upgrade a license using the legacy Software Asset Management plugin
Downgrade a license using the legacy Software Asset Management plugin
Identify a downgrade child
View a list of unallocated software licenses for the legacy Software Asset Management plugin
Merge software licenses using the legacy Software Asset Management plugin
Manage software models using the legacy Software Asset Management plugin
Create and manage software suites using the legacy Software Asset Management plugin
License calculations with 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
Software discovery models in the legacy Software Asset Management plugin
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
Legacy Software License Compliance Checker
Check your software license compliance
Software license reconciliation counters for the legacy Software Asset Management plugin
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
Legacy IBM PVU Process Pack
Activate the legacy IBM PVU Process Pack
Validate requirements for 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
Software contracts for the legacy Software Asset Management plugin
Create software contracts for the legacy Software Asset Management plugin
Legacy Oracle process pack
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
Validate requirements for Oracle mappings
Run the Oracle software counter
Software Asset Management Foundation plugin
Exploring Software Asset Management Foundation plugin
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
Setting up Software Asset Management Foundation plugin
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
Configuring Software Asset Management Foundation plugin workspace
Create a Software Asset Management Foundation entitlement
Create a Software Asset Management Foundation software model
Configuring the classic Software Asset Management Foundation plugin
Create an entitlement
Create an entitlement allocation
Create a software model
Manually normalize a discovery model
Manually override an edition value
Using Software Asset Management Foundation plugin workspace
Software asset overview for Software Asset Management Foundation plugin dashboard
License usage view for Software Asset Management Foundation plugin
Run Software Asset Management Foundation plugin software reconciliation in workspace
License Operation view for Software Asset Management Foundation plugin
View discovery models in workspace
Using Software Asset Management Foundation plugin classic
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
Software Asset Management Foundation plugin Administration
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
Software Asset Management Foundation plugin migration
Overwrite customizations for Software Asset Management Foundation plugin migration
Contract Management
Use the Asset Contract Overview module
Components installed with Contract Management
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
Contract renewal workflow
Create a contract renewal request
Renew multiple child contracts
Supply contract renewal information
Add or remove 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 approval flow
Contract Management use
Contract life cycle
Contracts
Create a contract
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
Adjust a contract
Renew a contract
Cancel a contract
Verify contract administrator assignment for notification
Send the contract for approval
Approve or reject a contract
View approval history on contracts
Terms and conditions
Create a terms and conditions record
Add terms and conditions to a contract
Build a terms and conditions document within a contract
Create a contract rate card
Contract Rate Card form
Create a new expense line
Generating expense lines based on assets or users
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
Monitor a contract
Run a contract report
Condition check definitions
Define a condition check
Domain separation and Contract Management
Procurement
Procurement roles
Procurement workflows
Use the Procurement Overview module
Activate Procurement
Components installed with Procurement
Business rules installed with Procurement
Client scripts installed with Procurement
Script includes installed with Procurement
Tables installed with Procurement
User roles installed with Procurement
Sourcing items in a service catalog request
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
Procurement purchase order management for assets
Track a request from the service catalog
Cancel a request from the service catalog
View and edit a catalog task
Create a purchase order
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 assets
Receive an asset
Create a receiving slip
Create a receiving slip line
Consumable assets
Integrating with external procurement applications
Install Asset Management - Procurement Integration
Components installed with Asset Management - Procurement Integration
Domain separation and Asset Management - Procurement Integration
Integrating with Coupa
Create a Coupa integration profile
Create a requisition on Coupa through Procurement application
Reference data synchronization
Deleting an external procurement application integration profile
Domain separation and Procurement
Product Catalog
Components installed with Product Catalog
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
Models
Model form fields
Create hardware models
Add compatible models to a hardware model
Add substitute models to a hardware model
Create consumable models
Bundled models
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
Vendor catalog items
Synchronize information
Create a vendor catalog item
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
Product catalog items
Create a product catalog item
Activate a product catalog item
Deactivate a product catalog item
Import a Product Catalog item
Model categories
View model categories
Create model categories
Create assets manually
Edit model categories
Delete model categories
Domain separation and Product Catalog
Benchmarks
Explore
Configure
Enable Benchmarks
Getting started with the ITSM Success Dashboard admin console
Assign roles for Benchmarks users
Opt out of Benchmarks
Benchmark KPIs
Configure KPI participation
Configure resolved incident Benchmarks KPIs
Link or customize a benchmark KPI
Use Benchmarks data for value management analysis
Analyze
Use Benchmarks data for value management analysis
New Benchmarks Dashboard
View benchmark KPI data
Benchmarks KPI performance trend
Reference
Benchmarks roles
Troubleshooting Benchmarks errors
Domain separation and Benchmarks
Change Management
Explore
Change models
Properties
Create user criteria
Change types
State progression for change models
Modify email notification
Change approval policies
Change Advisory Board (CAB) workbench
Upgrade
Configure
Plugins
Request ITSM Roles- Change Management
Components installed
Activate Business Stakeholder
Installed with Business Stakeholder
Activate Change Management - State Model
Update change request states
Components installed
Activate Change Management - Collision Detector
Components installed
Activate Best Practice - Change Risk Calculator
Components installed
Activate Change Management - Change Schedule
Components installed
Activate Change Management - Risk Assessment
Activate Change Management - Standard Change Catalog
Tables installed
Activate Change Management - Change Success Score
Components installed
Activate Change Management - Mass Update CI
Components installed
Activate Change Management -Approval policy
Components installed
Activate Change Management - CAB Workbench
Components installed
Activate Change Management ATF Tests
Activate Change Management - Core
Components installed
Request Change Management - Risk Assessment
Components installed
Request Change Management - Standard Change Template Intelligence
Components installed
Change Management - Predictive Intelligence Core
Components installed
Activate Change Management - Change Flows
Activate Change Management - Change Velocity dashboard
Activate Change Management - Change Models
Activate Change Management Success Probability
Activate Change Management - Data Archiving
Standard change catalog
Properties
Create a standard change task template
Propose a standard change template
Attach files to a standard change template
Modify or retire a standard change template
Change schedules
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
Style rules definition
Define default style rules
Define style rules from Change Schedule Definitions
Define style rules from Change Schedules View
Property 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 model and transitions
Add a state to the state model
State transitions using UI policies or script includes
Create a Change model
Create predefined transition condition types
Attach a process for Change model states
Conflict detection
Detect change conflicts
Create schedules
Assign a maintenance schedule to configuration items
Configure change request to monitor conflicts
Conflict calendar
Manage your change schedules and resolve conflicts
Enable automatic change conflict detection
Detect conflicts manually and review conflict details
Change success score
Success score indicators
Success score calculation
Modify score calculation
Success score rating
Predictive Intelligence for Change Management
Intelligent solutions system properties
Train the Risk Intelligence solution
Train the clustering solution for standard change proposal
Applying CSDM guidelines to Change Management
Change Management and CSDM tables
Change Management use case
Change Management considerations
Use
Create a change request
Create using a list of CIs
Create using the catalog
Copy a change request
Create a change task
Unauthorized change request
Disable the creation of an unauthorized change request
Unauthorized change properties
Process a change request
Associated CIs on a change request
Mass Update CI
Use Mass Update CI
Place a change request on hold
Refresh impacted services and CIs for Change
System properties
Create change approval policies
Create approval definitions
Define policies
Create policy inputs
Create Decision records
Workflow activity
Manage change approval policy workflow activity
Use the Apply Change Approval Policy flow action
Use decision builder
Working with the CAB Workbench
Create a CAB definition
View the CAB calendar
Create a single CAB meeting occurrence
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
Mobile experience for Change Management
Download the Mobile Agent mobile application
Get started with Change Management mobile tasks
View change tasks
Add comments to your change tasks
Resolve or close a change task
Legacy: Change Management Platform Analytics Solutions
Legacy: Change Premium dashboard
Legacy: Change Management dashboard
Legacy: Open Changes Reports dashboard
Legacy: Open Changes State Monitor dashboard
Legacy: Age of Open Changes Monitor dashboard
Legacy: Change Velocity dashboard
Change Management troubleshooting properties
Manage the workspace configuration for a Change request in Service Operations Workspace
Use agentic AI
Reference
Configuring maintenance schedules - Best practices
Change Management properties
Analyze change request risk and impact rating
Risk conditions and calculation
Risk Calculator property
Add or modify risk and impact conditions
Risk assessment
Define risk assessments
Perform risk assessment
Migrate to legacy change risk assessments
Migrated risk assessment components
Success Probability definitions
Calculated Risk Score
Change management integrations
Change Management integration with ITOM Visibility
Change Management integration with Software Asset Management
Change Management integration with Hardware Asset Management
Domain separation and Change Management
Tutorial: add a new change management state
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 flows
Change Management Workflow Studio actions
ITSM Enhanced Security Features for Change Management
Activate ITSM Enhanced Security Features for Change Management
Coaching
Explore
About
Configure
Request Coaching
Define trigger conditions for a coaching opportunity
Identify and add course items for a virtual coach
Setting up
Create a survey and associate with a Coaching opportunity
Training agents using Coaching with Learning
Coaching your trainee
Assess a trainee
Assign skills after completing an assessment
Managing your coaching assessments
Work with your coach
Reference
Roles
Coaching properties
Field descriptions
Integrating Coaching with other applications
Resolve issues
Domain separation
Quick start tests
Continual Improvement Management
Overview
Integrated applications
Create improvement initiatives from integrated applications
Create application records from improvement initiatives
Configure CIM integration property
Integrate CIM using API
Domain separation in CIM
Install
Monitor and plan improvements
Requesting improvements
Create an improvement request
Managing improvements
Accept an improvement
Prepare an improvement
Assess an improvement for approval
Review and close an improvement
Reference
CIM roles
Improvement field descriptions
Components installed with CIM
Quick tests for CIM
Updates after improvement initiative creation from integrated applications
Updates after application record creation from improvement initiatives
Expense Line
Components installed with Expense Line
View an expense
Expense lines and expense allocations
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
DevOps Change Velocity
Explore
User journey
Integrations
Dashboards
Configure
Install
Assign roles and tasks using workspace
Set up integration user account
Onboard using workspace
Integrate
Azure DevOps
Onboard Azure DevOps using Workspace
Onboard Azure DevOps using Service Catalog
Onboard Azure DevOps using Classic
Setting up Azure DevOps OAuth 2.0 credential
Model an Azure pipeline in DevOps
Associate Azure pipeline steps in DevOps
Configuring the Azure pipeline for DevOps
Configuring change control using the Azure Invoke REST API
Use the ServiceNow DevOps extension for Azure DevOps and Azure DevOps custom actions
Azure DevOps PAT scopes for DevOps
Configure SonarQube scans on Azure DevOps pipelines
Restarting failed build or release pipeline jobs and stages
Execution sequence and waiting logic for rerun jobs
Parallel stages in Azure DevOps release pipelines
DevOps work item import for Azure Boards
Track specific pipelines in Azure DevOps
Managing Azure DevOps artifacts
Get and update change request details in Azure DevOps pipeline
ServiceNow DevOps change request state in Azure DevOps pipeline logs
Configure and test webhooks
GitHub
Onboard GitHub using Workspace
Onboard GitHub using Service Catalog
Onboard GitHub using Classic
Setting up GitHub OAuth 2.0 credentials for DevOps Change Velocity
OAuth 2.0 credentials for GitHub Apps - JWT
OAuth 2.0 credentials for GitHub Apps - Authorization Code
GitHub Actions configurations
ServiceNow DevOps custom actions from GitHub marketplace
GitHub Deployment Gates for ServiceNow DevOps Change
Configure webhooks in GitHub manually
GitLab
Onboard GitLab using Workspace
Onboard GitLab using Service Catalog
Onboard GitLab using Classic
Setting up GitLab OAuth 2.0 credentials for DevOps
GitLab pull request configurations
Model a GitLab basic CI pipeline in DevOps
Bulk commits in GitLab
Configure webhooks in GitLab manually
Change acceleration in GitLab
GitLab pipelines with parallel jobs
Change acceleration for manual jobs
Jenkins
Onboard Jenkins using Workspace
Onboard Jenkins using Service Catalog
Onboard Jenkins using Classic
Model a Jenkins pipeline in DevOps
Additional information - Jenkins
Configure Jenkins plugin
Connect to Jenkins using API token authentication
Reduce calls from Jenkins to ServiceNow DevOps to fetch pipeline information
Using a declarative or scripted pipeline in DevOps
Configure SonarQube scans on Jenkins pipelines
Configure JFrog in Jenkins
Log change request rejections in pipeline.
Notify ServiceNow DevOps change request number to Jenkins pipelines
Get change request number in Jenkins pipeline
Update change request details in Jenkins pipeline
Log change request state
Nested and parallel stages in Jenkins pipelines
Jenkins log levels and Log Recorders
Argo CD
Onboard Argo CD using Workspace
Onboard Argo CD using Service Catalog
Onboard Argo CD using Classic
Configure webhooks in Argo CD manually
Jira
Onboard Jira using Workspace
Onboard Jira using Service Catalog
Onboard Jira using Classic
Configure webhooks in Jira manually
Rally
Onboard Rally using Workspace
Onboard Rally using Service Catalog
Onboard Rally using Classic
Configure webhooks for Rally manually
Agile Development 2.0
Onboard Agile Development 2.0 using Workspace
Onboard Agile Development 2.0 using Service Catalog
Onboard Agile Development 2.0 using Classic
Bitbucket
Onboard Bitbucket using Workspace
Onboard Bitbucket using Service Catalog
Onboard Bitbucket using Classic
Set up OAuth 2.0 Authorization Code for Bitbucket Cloud
Configure webhooks in Bitbucket manually
JFrog
Onboard JFrog using Workspace
Onboard JFrog using Service Catalog
Onboard JFrog using Classic
Associate steps from GitHub, GitLab, and Azure DevOps with JFrog
Configure Azure DevOps for JFrog
Sample pipeline to upload and download artifacts for GitHub
Sample pipeline to upload and download artifacts for GitLab
Integration with JFrog AppTrust application
Associate business application
SonarQube
Onboard SonarQube using Workspace
Onboard SonarQube using Service Catalog
Onboard SonarQube using Classic
Split
Enable integration with ServiceNow DevOps in Split tool
Onboard Split using Classic
Veracode
Onboard Veracode using Workspace
Onboard Veracode using Service Catalog
Onboard Veracode using Classic
Configure Veracode scans on your pipeline
Associate orchestration tool with Veracode
Additional info - Veracode
Security scan results
Change policies based on security summary tables
Checkmarx
Onboard Checkmarx using Workspace
Onboard Checkmarx using Service Catalog
Onboard Checkmarx using Classic
Configure Checkmarx scans on your pipeline
Associate orchestration tool with Checkmarx
Harness
Onboard Harness using Workspace
Configure webhooks in Harness manually
User created
DevOps test tool integration
Configure a test tool in DevOps
Add test results to change requests using test API
Add attachments to change requests using attachment API
DevOps user-created security tool integration
Configure user-created security tool
Integrate security tools with GitLab
DevOps user-created orchestration tool integration
Create a DevOps tool integration
Creating DevOps subflows
Add custom fields for a planning tool integration
Create a tool integration from the DevOps Change Workspace
Send inbound events using token
Update third-party tool credentials
Notifications on tool credential expiration
Applications
Create an application - Workspace
Associate tool objects to applications - Workspace
Create an application - Classic
Associate tool objects to applications – Classic
Accelerate your DevOps change process
Customizing DevOps flows
Automate DevOps change request creation
DevOps change request in Workspace
DevOps change request in Classic UI
DevOps change request without mandating category as DevOps
Change request creation with DevOps data retrieval errors
Artifacts and packages
Commits included in DevOps change request
DevOps Pipeline UI
Configuring DevOps change request details within the pipeline
DevOps change models
Update change model in pipeline
Retrieve change request data
Manage pull or merge requests
DevOps change request attributes
Import based evidence collection
Manage
Onboard a new tool using DevOps generic playbook
Onboarding tools and apps
Importing historical data for DevOps tools
Cloning guidelines
Check permissions and update credentials
Permissions required for DevOps tools
Configure webhooks from the tool record
Test webhooks manually
Tool throttling
Retry errored inbound events
Customized lists
Deleting a record
Map spoke alias as parent alias for new DevOps tool
Delete orphan connection and credential aliases
Docker image for custom actions
Run health scans
Manual configuration mode in DevOps
Inbound event table data archiving and cleanup
Data archiving rules for DevOps tables
DevOps Retry Policy
Commits and task executions in DevOps
Associating multiple work items to a commit in DevOps
Filter ignorable DevOps events
Disable recommendation prompts
Insights reports
DevOps Insights dashboard - Workspace
Group DevOps applications into a product
DevOps Insights properties
Reference
Installed components
Properties
DevOps System Health dashboard
DevOps log levels
Common errors
Software Quality Results
Domain separation
DevOps Insights Standard dashboard - Classic
DevOps health scans
APIs
DevOps Config
Explore
DevOps Config and DevOps Change Velocity
Using an app in DevOps Config
DevOps Config powered by CDM and PaCE
DevOps Config terms
Configure
Install DevOps Config
Install DevOps Config Policy content pack
Install DevOps Config Exporter content pack
Create an application in DevOps Config
Create a CDM application that generates a new service in the CMDB
Create a CDM application that is based on an existing service in the CMDB
Create and update a deployable
Delete a deployable
Uploading your config data
Preparing an application for config data upload
Add the nodes that will contain config data to a new CDM application
Parsing of XML files in CDM
Parsing of CSV files in CDM
Define policies in DevOps Config
Mapping policies in DevOps Config
Map policies to a deployable
Define exporters in DevOps Config
Configure your pipeline in DevOps Config
Run validation in DevOps Config
Fix the data that caused a validation failure
CDM system properties
Integrate
Azure DevOps pipeline tasks
Jenkins pipeline actions
GitHub pipeline actions
Use
Viewing and editing config data
Define or update a component
Define or update a collection in an application
Create or update a variable CDI
Manage files in the config data model using file nodes
Compare config data of two CDM applications
Types of differences between CDM applications
Changesets and version control in CDM
Open a changeset to update config data
Conflicts between changeset commits
View the history of changes to a changeset
Delete a changeset
Delete a CDM application
Compare changesets from the same or different CDM applications
Validating and correcting configuration data
Validate a snapshot manually
View the results of snapshot validation
View the execution record for a policy run
Adding warning and failure messages to validation results — CdmPolicyUtil
Sharing components among applications — Component libraries
Working on component libraries with a unified view
Create or update a component library
Activate a component library
Delete a component library
Add or update a shared component in a component library
Publish or unpublish a shared component version
Request to include a component to a component library
Accept or reject a component request for inclusion in a component library
Manage shared components in a CDM application
View snapshots
Publish or unpublish a snapshot
Compare snapshots from the same or different applications
Compare two snapshots of a deployable
Export a snapshot
Test an exporter and export a snapshot
Generate API invocation code for an exporter
Create a custom exporter
View the history of exporter executions
Delete an exporter
Archive an exporter
Set the purge period for records of exporter executions
Investigate an alert that involves a change to config data
Analytics and reporting
Reference
Update the associations for a deployable
Types of configuration data supported by DevOps Config
CDM data model
Contextual variables for config data
APIs and DevOps Config
DevOps Config roles
Roles in CDM
How encrypted data is handled
Domain separation and DevOps Config
Domain separation and CDM
Default DevOps Config policies
Generic policies
Kubernetes policies
OpenShift policies
Default DevOps Config exporters
Digital Product Release
Explore
Digital Product Release Workspace
Release for a product or service
AI-powered release notes generation
Release dashboards
Release Overview dashboard
Release Quality dashboard
Release dashboard for a multi-product release
Release Overview dashboard for a multi-product release
Holiday schedules in a release
Digital Product Release flow actions
DPR and GRC integration for release compliance
Managing releases in Service Operations Workspace
Associating change requests with releases in Service Operations Workspace
Configure
Install Digital Product Release
Migrate data from Release Management v2 to Digital Product Release
Integrate external tools from Digital Product Release Workspace
Create a release calendar
Create a release readiness target
Create an approval definition in Digital Product Release
Define policies in Digital Product Release
Create a release template
Use
Request a new product or service
Manage product hierarchy using Included products
Create a release for a product or service
Create a release with a wizard
Define release scope
Add product features
Add enhancements
Add enhancements from an epic
View and manage data from external tools
Plan product enhancements into different releases
Manage releases for digital products and services
Timeline-oriented releases
Work on a single product or service release
Work on a multi-product release
Stage-oriented releases
Work on a single product or service release
Work on a multi-product release
Managing multiple releases through release bundles
Create a release bundle
Track multiple releases from a release bundle
Review and update release details
Add a product to a multi-product release
Remove a product from a multi-product release
Update the release scope
Manage configuration items in a release
Manage change requests in a release
Generate AI-powered release notes for a release
Manage artifacts in a release
Approve or reject a release task
Retarget a release
Close a release
View releases planned in a release readiness target
Digital Product Release Policy Content Pack
Data collectors
Policies
Reference
Components installed
System properties
Approval definition form
Email notifications for release management
Policy status aggregation
Release readiness target form
Request new product or service form
Release form
Release key date form
Risk score for a release
Domain separation
Digital End-User Experience
Explore
DEX Architecture
DEX subscription
DEX or SAM for app monitoring
Configure
System requirements
Getting started
Install DEX
Create an ACC registration key
Test your instance connectivity
Install ACC on Windows
Run ACC from a local account
Run ACC from a managed group
Install ACC on macOS
Test ACC connectivity
Bulk deploy ACC on Windows
Bulk deploy ACC on macOS
Enable browser extension
Enable DEX browser extension on multiple Windows devices
Enable DEX browser extension on multiple macOS devices
Initiate application monitoring
Configure MID-less ACC
Convert to MID-less ACC
Set up a proxy server
Switch ACC to another instance
Map a device user to a ServiceNow DEX user
Managing application monitoring
Add an application for monitoring
Edit application details
Add a logo for your application
Enable application monitoring
Turn off application monitoring
Delete an application from the list
View DEX administrators
Set up page-level monitoring
Metrics collection and metric rules
Create metric rules
Specify the configuration item for metric rules
Define alert metric criteria
Add an alert action
Define metric rule name and status
Edit metric rules
Activate or deactivate metric rules
Delete metric rules
Collecting DEX metrics
Change metrics collection frequency
Create a child policy
Managing DEX Agent policy
Create an agent policy
DEX remedial actions
Remediate an issue on the device
Create a remedial action
Creating and executing a PowerShell script-based remedial action
Create an ACC plugin package
Sign ACC plugin
Create check definition for remedial action
Test a check definition
DEX system tables for remedial actions
Terminate a process on your device
Manage remedial actions in DEX device page Playbook
Monitoring non-persistent VDIs
Configure non-persistent VDIs monitoring
DEX Insights
Set up Windows registry keys
Set up file management
Manage your system compliance report
Build custom queries
Set up Desktop Assistant
Download and install
Download installer for Windows
Download installer for macOS
Update URL in configuration file
Configure OAuth
Uninstall
Customize home page
Customize theme
Enable or disable Desktop Assistant notifications
Enable Virtual Agent or chat
Create a hyperlink card
Map a card to a section
Delete a card
Add a section
Delete a section
Configuring DEX for Microsoft 365
Register a custom application in Microsoft Azure portal
Configure a connection for DEX for Microsoft 365
Configuring DEX for Zoom
Create a connected Zoom application
Add Zoom connection
Device location determination
DEX Alerts
Incidents from alerts
Alert grouping
Deactivate alert grouping
Monitor
Application and Device Health
Open DEX
Landing page
DEX Insights
Applications
Devices
Device details
DEX Administration
Monitor system performance
View actions in Action Library
Trigger bulk remediation from Insights
View remedial action execution
Monitor apps network
View installed application metrics
View web application metrics
View collected metrics with Metrics analyzer
MCM monitoring overview
View client health with MCM
View web application URL
View agent policies
Microsoft Teams call quality monitoring overview
Microsoft Teams call quality
Zoom call quality
View Zoom room metrics
View system compliance
Use metric rules for DEX
View metric rules alerts
Use agentic AI
Desktop Assistant
Open and log in
Notifications
Customize recipient list for Major Incident Management updates
Chat using Now Assist in Virtual Agent
View notifications
Test device network connection
Open Employee Center
View outages
View usage metrics
Reference
DEX Application and Device Health reference
Installed with DEX
Landing page cards
DEX Insights reports
Applications list
Web application — Overview page
Web application — Performance page
Web application — Devices page
Web application — Trends page
Installed application — Overview page
Installed application — Performance page
Installed application — Client health page
Installed application — Devices page
Application and Device Health usage monitoring
Devices list
Device details pages
Device health page
Applications page
Running processes page
Application performance pages
Advanced app metrics page
Device metrics page
Network experience pages
Access page
Administration cards
Application management card
New web or installed application form
Edit web or installed application form
Metric rules page
Agent policies list
DEX remedial actions
Metrics analyzer form
Metrics monitored by DEX
Metrics monitored by DEX for Zoom
Zoom call quality metrics on the Details page
DEX Content Playbook reference
DEX policies for macOS
DEX policies for Windows
DEX check definitions for macOS
DEX check definitions for Windows
DEX Desktop Assistant reference
Usage metrics
Components installed with Desktop Assistant
Application Registries form
API parameters to customize notifications
Theme variables
Resolve screen loading error
Digital End-User Experience properties and settings
Custom reporting on DEX tables
Digital Experience Score
Explore
Metric components
Configure
Install
Load demo data
Delete demo data
Customize metric configurations
Define qualitative mapping for a metric
Update survey configuration
Track experience scores
Track consolidated application experience scores
Track individual application experience scores
Track consolidated device experience scores
Track individual device group experience scores
Reference
Installed components
Components installed with Digital Experience Feedback Survey
System properties for DEX Score
Metric definitions
Metric definition form
Survey configuration form
Metrics calculation
Normalization formulas for metrics
Data collection frequency
Proactive Engagement
Explore
Configure
Setting up Proactive Engagement
PE Resolutions
Email notification
User Criteria Settings
Use
Employee engagement experience through Proactive Engagement
Agent experience through Proactive Engagement
Proactive Engagement solution
Metric rule triggering Proactive Engagement through alerts
Proactive Engagement life-cycle management
Reference
Components installed
Resolution
Remedial action
Input parameters for Remedial action in Proactive Engagement
Engagement Settings for Proactive Engagement
Limitations
Use case
Employee Self-service
Explore
Configure
Activate Proactive Engagement resolutions
Enable issue configurations
Customize issue configurations
Create issue configurations
Configure categories and subcategories
Configure device actions
Use
Check device health from Employee Center
Check device health from Desktop Assistant
Monitor device health using Virtual Agent
Reference
Installed components
Device health categories form
Issue configuration field descriptions
Device actions form
Base system issue configurations
Device heath check calculation
DEX for service desk agents
Incident diagnostics and suggested resolutions
Device health overview for incident investigation
Review top processes by resource usage
Suggested resolutions and remedial actions
Execute suggested resolutions
Run remedial actions from the Action library
Playbook for remedial actions in incident investigation
Manage remedial actions in DEX incident investigation Playbook
Digital Portfolio Management
Explore
Homepage
Life-cycle management
View service and service offering details
View business application details
View service instance details
KPI groups
DevOps value stream metrics in Digital Portfolio Management
Configure
Activate
Configure the Admin Center
Configure page headers
Configure Info tab
Configure scheduled email reports
Configure personal portfolio solution cards
View related records
CSDM guidelines
CSDM terms
Integrate Digital Portfolio Management with other ServiceNow applications
View service and service offering data in Digital Portfolio Management
View business application data in Digital Portfolio Management
View service instance data in Digital Portfolio Management
Configure KPI groups
Create KPI groups and mappings
Configure KPIs with example
Copy a KPI group
Update KPIs
Configure Needs attention panels
Configure the experience
Relate business capabilities to view in Digital Portfolio Management
Configure Digital Portfolio Management to integrate with Process Mining
Create Process Mining projects for KPI groups in Digital Portfolio Management
Get started
Personalize the home page
Create custom record views
Navigate enterprise portfolios
Work with portfolios
Personal portfolios
Create a personal portfolio
Enterprise portfolios
DPM Portfolio Builder Overview
Navigating portfolio types
Navigate service enterprise portfolio templates
Create enterprise service portfolios using a template
Create enterprise portfolios
Work with solution data
Work with Needs attention panels in Digital Portfolio Management
View relationship maps
Create demand from Digital Portfolio Management
Create an improvement initiative from Digital Portfolio Management
List modules
Work with lists
Reference
Roles
Digital Portfolio Management homepage default solution cards
Personal and enterprise portfolio reference
KPI groups installed with Digital Portfolio Management
Digital Portfolio Management related applications and data sources
PO components
Persona
Digital Portfolio Management views
Domain separation and Digital Portfolio Management
ITSM Virtual Agent
Explore
Set up
Set up ITSM Virtual Agent
Set up the Local Admin Access topic
Set up actionable notifications for ITSM Virtual Agent
Set up Issue Auto Resolution for ITSM Virtual Agent
Dialog intelligence
Use pre-built topics
IT Issues pre-built topics for ITSM Virtual Agent
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
Fulfiller pre-built topics for ITSM Virtual Agent
Reusable ITSM Virtual Agent pre-built topic blocks
Employee Experience topic blocks
Pre-built actionable notifications
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
Issue Auto Resolution for ITSM Virtual Agent
Enable AI Search
Track deflections
ITSM Virtual Agent Lite
Set up
ITSM Virtual Agent Lite pre-built topics
Walk-up Experience
Explore
Key features
Devices required
Configure
Administration
Activate
Portal security and access
Configure the portal
Configure the service channel
Create or modify schedules
Book Walk-up Experience appointments
Walk-up Experience appointment booking administration
Enable Walk-up Experience appointment booking
Configure 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
Create or modify a Walk-up Experience appointment booking service configuration
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
Configure variable time slots for appointment booking
Configure maximum multiple appointments
Configure appointment type
Create or modify a Walk-up Experience stockroom
Create or modify Walk-up Experience locations
Walk-up Experience kiosk
Create a kiosk at a location
Configure skill-based routing in Walk-up Experience
Route walk-up tasks to skilled agents
Create or modify Walk-up Experience notifications
Configure Walk-up Experience customer satisfaction surveys
Create or modify a Walk-up Experience customer satisfaction survey
Remove a Walk-up Experience location
Integrate Microsoft Office 365 calendar with Walk-up Experience
Set up Microsoft Office 365 integration for Walk-up Experience
Register an application using the Microsoft Azure portal
Register Microsoft Exchange Online as the OAuth provider
Create credential records for the Microsoft Exchange Online spoke
Create connection records for the Microsoft Exchange Online spoke
Badge Reader Integration for Walk-up Experience
Activate Badge Reader Integration
Installed with Badge Reader Integration
Walk-up Experience Badge Reader Integration setup and configuration
Create or modify Badge Reader Integration event handlers
Define and register a badge reader device using the badge reader client
Define and register a badge reader device manually
Define a user badge configuration
Request activation approval for a badge reader device
Configure Walk-up Experience for Badge Reader Integration
Customize badge Reader Integration
Enable Self-Service online check-in for Walk-up Experience
Configure Walk-up Experience online check-in icon to appear on Service Portal
Manage queue and interaction
View Walk-up Experience inbox
View assigned Walk-up Experience locations
Manage automatically assigned Walk-up Experience interactions
Manage Walk-up Experience interactions manually
View Walk-up Experience location stockroom and assets
Use platform view to fulfill a Walk-up Experience request from a stockroom
Use Agent Assist to expedite Walk-up Experience fulfillment
View and manage Walk-up Experience appointments in Agent Workspace
Work on Walk-up interaction
Create an appointment through incident
View and manage Walk-up Experience appointments from application navigator
Plan your walk-up experience visit with Employee Center
Monitor performance
Mobile experience
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
Reference
Domain separation and the Walk-up Experience application
Components installed with Walk-up Experience
Quick start tests for Walk-up Experience
View Badge Scanner Integration scan logs
Workforce Optimization for ITSM
Explore
Getting started
Activate
Configuring groups
Assign a primary assignment group for each agent
Admin Console
Define groups as WFO assignment groups
Define access to each application
Channels
Example for using channel management
Setting up Channels
Add service channels and queues
Create assignment rules and groups
Configure KPIs for service channels
Configure KPIs for agents
Configure KPIs for queues
Configure supervisor lists for service channels
Schedule the generation of a daily report
Channel Management extension point
Routing work items
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
Using Voice
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
Channel Management components
Scheduling
Example
Setting up
Configure the due date logic for shift approval flows
Configure event categories for the ITSM Manager Workspace
Configure an event load order
Create or enable access to event types to add them to the team calendar
Event type extension points in Workforce Optimization for ITSM
Synchronize agent calendar with the Microsoft Outlook calendar
Set up
Scheduling your teams' work
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
Understanding user criteria for event types
Create user criteria
Include or exclude user access for event types
Verify access criteria for a group or a team member
Add events to the team calendar
Swap your agents' shifts
Scheduling components
Schedule Adherence
Monitor schedule adherence of your agents
Use time-worked summary to analyze agent schedule adherence and conformance
Schedule adherence extension points
Configure properties for schedule adherence and conformance
Demand Forecast
Setting up
Configure
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 components
Work scheduler
Setting up
Customize a Work Scheduler card using the Next Experience UI Builder
Set up a work configuration
Create a Work scheduler card using the Next Experience UI Builder
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
Assigning work
Assign work based on your teams' skills and capacity
Create a criteria for a matching rule in Work scheduler
Matching criteria for work items in Work scheduler
Work Scheduler components
Teams
Example
Setting up
Add a system property to set default date range
Create KPI groups to monitor team performance
Copy a KPI group
Create a threshold for each KPI in a KPI group
Add managers to a KPI assignment group
Analyzing team performance
Add KPI targets for agents
Analyze the performance trends for your teams
Get insights into performance of your team
View the performance data of your team for a specific date
Teams components
Coaching
Example
Setting up
Configure an indicator to display in the Overview tab
Configure a list menu to display in the Learning tab
Integrate Coaching with Learning with third-party learning management systems
External Content Integration Sources
Training your teams
Overview page
Learning
Create a course catalog
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
Assign a learning path to agents
Create a learning task
Analyze quiz details
Surveys
Assess the quality of your agent's completed tasks
Create a survey
Assign a survey to agents or groups
Coaching components
Skills Management
Setting up skill prediction
Use extension points
Adding skills to agents' skill set
Add or update skills
Approve or reject recommended skills
Initiate a skill review for teams or groups
Approve or reject a skill review request
Routing work based on skills
Automatically add skills to incidents or interactions
Skill review request components
Skill Recommendation components
Advanced configurations
Reference
ITSM Manager Workspace components
Components
Domain separation
Global Search
Requesting time-off using the ITSM Mobile Agent
Notifications
Make a request to swap shifts or take time off
Approve or reject a shift swap
Track and manage your agent's schedule
Landing pages
Manager landing page
Channels landing page
Coaching landing page
Customize a page using the Next Experience UI Builder
Configure filters for ITSM Manager Workspace
Add or remove access to assignment groups in manager workspace
Using extension points to include access for specific groups
Exclude access for specific groups
Verify the display of the right groups
Incident Communications Management
Explore
Incident communication plan state model
Incident communication plan state model (old)
Configure
Install and activate Incident Communications Management
Manage
Communication plan definition
Communication task definition
Communication contact definition
Communication channel definition
Create adhoc incident communication plan
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
Incident Communications Management and Contacts
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
Reference
Components installed with Incident Communications Management
Domain separation and Incident Communications Management
Incident Communications Management integrations
Notify with Incident Communications Management
Incident Management
Explore
Life cycle of an Incident
Configure
Quick start tests for Incident Management
Incident Management properties
Incident categories and subcategories
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
Incident templates and record producers
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 incident notifications
Email notification redirection
Configure default user for auto-closing incidents
Applying CSDM guidelines to Incident Management
Incident Management and CSDM tables
Incident Management use case
Set up the Incident Management form
Incident Management considerations
Incident ticketing integrations
Uni-directional incident ticketing integrations
Bi-directional incident ticketing integrations
Configuring Microsoft Outlook to create incidents and VTB tasks
Activate the ServiceNow Add-in for Microsoft Office
Deploy the ServiceNow Add-in for Microsoft Outlook
Manage
Logging an incident
Create an incident
Working with incident record form
Capture affected CI information
Create a template from the incident form
Apply a template in the Incident form
View VIP status for a caller in incident
Use Microsoft Outlook to create incidents and VTB tasks
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
Create knowledge article
Create a knowledge article from an incident
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
Incident resolution and closure
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
Incident standard ticket page
Configure incident ticket page
Manage major incidents
Major Incident Management process
Major Incident Management plugins
Activate Incident Management - Major Incident Management
MIM components
Slack notification installed with Major Incident Management
Quick start tests for Major Incident Management
Create trigger rules for major incidents
Working on major incident management
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 major incident candidates
Demote a major incident
Close a major incident
View major incident information on the Incident form
Major incident workbench
Major incident workbench UI elements
Major Incident workbench — Summary tab
Major Incident workbench — the Post Incident Report tab
The Communicate tab in the Major Incident workbench
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
Legacy: Major incident overview dashboard
Analytics and reporting
Legacy: Incident Management Platform Analytics Solutions
Legacy: ITIL dashboard
Legacy: Incident Overview dashboard
Legacy: Incident Management dashboard
Legacy: Incident Premium dashboard
Legacy: Incident Daily 7d - 28d dashboard
Legacy: Open Incidents Age Monitor dashboard
Legacy: Open Incident State Monitor dashboard
Legacy: Open Incidents Reports dashboard
Legacy: Incident SLA Management Platform Analytics Solutions
Legacy: Incident SLA Management dashboard
Legacy: Overdue by State dashboard
Legacy: Overdue by Age dashboard
Legacy: Overdue Reports dashboard
Use agentic AI
Reference
Domain separation and Incident Management
Incident Management data model
Incident Management plugins
Incident Management Best Practice – San Diego
Activate Incident Management Best Practice – San Diego
Activate Incident
Components installed with the Incident plugin
Request Incident Management — Core
Request ITSM Roles — Incident Management
Components installed with ITSM Roles — Incident Management
Activate Business Stakeholder
Installed with Business Stakeholder
Activate KCS Integration for Incident Management
Component installed with KCS Integration for Incident Management plugin
Activate Incident Management Notification
Activate Incident Updates
Activate Incident Management — ATF Tests
Enhanced security model features
Activate ITSM Enhanced Security Features for Incident Management
Incident Management integrations
Universal Request integration - Incident Management
Request Universal Request integration for Incident Management
Create incident from Universal Request
Transfer incident
Create an associated ticket from an incident
Manage associated incidents
Customize fields copied from Universal Request to incident
Restrict an incident access
Now Assist for IT Service Management (ITSM)
Explore
Configure
Skill inputs and triggers
Supporting information
Configure in Virtual Agent
Virtual Agent topics
Customize a topic
Customize a skill
Customize the incident summarization skill
Customize the resolution notes generation skill
Customize the Incident activity response generation skill
Customize the change summarization skill
Customize the change risk explanation skill
Customize Request Management skills
Use agentic AI in IT Service Management
Important considerations
Agentic AI in the ITSM application
Triage and categorize ITSM incidents
Investigate and resolve ITSM incidents
Manage Microsoft 365 group members
Generate post incident reviews
Generate change request plans
Notify users with Twilio
Incident assist
Voice
Agentic AI in the Virtual Agent application
Agentic AI in the Change Management application
Assess conflicts for a change request
Assess quality of a change request
Explain SLA
Schedule a change agentic workflow
Suggest configuration items for a change request
Create outages for a change request
Create standard change request
Create standard change template proposal
Agentic AI in the DEX application
Diagnose and resolve issues on DEX monitored devices
Agentic AI in the Incident Management application
Wrap-up and resolve incidents
Use generative AI skills
Summarize a chat conversation
Summarize a Sidebar discussion
Summarize an incident
Summarize an incident on reassignment
Summarize a change request
Explain a change request risk
Generate the resolution notes
Generate a knowledge article
Generate a chat reply recommendation
Generate an email response
Generate a Major Incident email recommendation
Ask questions on an incident
Request generative AI capabilities
Deflect an incident with self-service
Analyze sentiments
Generate suggested steps
Generate a response in the activity stream
Generate release notes for a release
Generate a response to Request Management records
Summarize Request Management records
Investigate Zoom call issues
Investigate boot time issues
Use ITSM Virtual Agent analytics dashboard
Track metrics
Chat
Customer satisfaction
Topics
Resources
Reference
Use the ITSM MCP Server
Activate
Manage incidents
On-Call Scheduling
Explore
On-Call Scheduling capabilities
On-Call Scheduling new schedule engine
On-Call Scheduling new trigger engine
Configure
Activate On-Call Scheduling
Setting up Slack as a contact method
Setting up SMS and voice messaging as contact methods
Set up MS Teams
Set up mobile push
Custom channel integration
View schedules and request time-off
View On-Call schedules
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
Manage schedules and shifts
Enable users to subscribe to the On-Call calendar
Configure preferences for a user group
Configure On-Call communication channel
Override contact preferences for a shift
Configure or update an On-Call shift
Configure a roster
Update shift details from the On-Call calendar
Send or resend reminders of an upcoming shift
Configure the lead time for email reminders
Manage requests for time off
Resolve gaps, conflicts, and time-off requests in a shift
Managing roster members
Add a new or returning employee to a roster
Modify the order of a member in a roster
Remove a member from a roster
Configure or update an On-Call schedule
Updating an On-Call schedule
Update a schedule entry
Configure contact sources
Manage shifts from the Calendar view
Manage shifts from the Timeline view
Set a shift to Draft mode while waiting for info
Delegate the shift manager [rota_admin] role
Generate and view reports
Run an Escalations report to view who is on call
Run a Schedule report to view my schedule
Legacy: Viewing Escalation Overview reports
Legacy: Viewing the Performance reports for escalations
Legacy: Viewing Group Overview reports
Define escalation process
Escalations in On-Call Scheduling
Designing an escalation process
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
Assigning On-Call Scheduling roles
Create a shift template to simplify configuring shifts
Create a group template to simplify configuring schedules
Mobile experience
Getting started with the On-Call Scheduling mobile app
Mobile On-Call Scheduling overview
Manage work with ITSM Mobile Agent
Manage team with ITSM Mobile Agent
Reference
Definitions of On-Call Scheduling terms
Components installed with On-call scheduling
Tables installed with On-Call Scheduling
Scheduled jobs installed with On-Call Scheduling
Quick start tests for On-Call Scheduling
System properties for On-Call Scheduling
On-Call Scheduling subflows
Subflows installed with On-Call Scheduling
On-Call Scheduling workflows
Workflow Activities for On-Call Scheduling
Domain separation and On-Call Scheduling
Problem Management
Explore
Problem Management process
Life cycle of a problem
Life cycle of a problem task
Problem Management models
Configure
Migration Utility
Introducing activities for migration
Preparing for migration
Migration job
Resolve blocking modifications
Review warning modifications
Map problem states
Map problem task states
Activate Problem Management Best Practice — Madrid — State Model
Prepare base plugins
Restore base plugins
Resolve blocking and warning modifications
Migrate active records
Migrate inactive records
Migrated
Modifications
Activities to clean up after migration
Update dashboard overview
Problem Management plugins
Activate Problem Management
Components installed with Problem Management
Activate Problem Management Best Practice — Jakarta
Request ITSM Roles — Problem Management
Components installed with ITSM Roles — Problem Management
Activate Problem Management Best Practice — Madrid
Components installed with Problem Management
Activate Business Stakeholder
Installed with Business Stakeholder
Activate Problem Management Best Practice — Madrid — State Model
Activate Problem Management Best Practice — Madrid — Knowledge Integration
Components installed with Problem Management
Activate Problem Management — ATF Tests
Configure the problem form
Configure the problem form layout
Add a field in the assess mandatory field dialog
Redesign the problem form
Configure problem categories
Define an assignment rule for problems
Categorize a problem as a major problem
Enable Problem Management models
Create a problem model
Create a problem task model
Applying CSDM guidelines to Problem Management
Problem Management and CSDM tables
Problem Management use case
Problem Management considerations
Manage
Create a problem
Create a problem (legacy)
Assess a problem
Add multiple incidents to a problem
Extension point for Problem Management
Associate CIs with Problem
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
Communicate
Communicate workaround for Problem
Communicate a fix
Knowledge articles from problems
Use the knowledge check box
Create a known error article
Post knowledge
Reference
Problem form
Problem Task form
Problem model form
Problem task model form
Problem Management model state transition condition form
Legacy Problem form
Known error article form
Data lookup for prioritizing problems
Problem management properties
Quick start tests for Problem Management
Domain separation and Problem Management
Data for problem resolution
Synchronization between incident and problem records
Working with contextual search
Legacy: Problem Management Platform Analytics Solutions
Legacy: Problem Overview dashboard
Legacy: Problem Management dashboard
Legacy: Problem Premium dashboard
Legacy: Problem daily 7d - 28d dashboard
Legacy: Open Problem Age Monitor dashboard
Release Management
Explore
Key concepts
Business stakeholder role
Configure
Activate
Use
Product hierarchy
Define a product
Define a release
Define a release phase
Define scope of a release
Reference
Components installed
Default state categories
Software control distribution
Domain separation
Request Management
Explore
Request Management architecture
Configure
Request Management integration with Universal Request
Create a request from Universal Request
Requested item state mapping
Transfer a request to another department
Using Request Management
Create a catalog request in Agent Workspace
Reference
Domain separation in Request Management
Request ITSM Roles - Request Management
Components installed with ITSM Roles — Request Management
Activate Business Stakeholder
Installed with Business Stakeholder
Service Builder
Install
Roles installed with Service Builder
Service Builder approval flow
Create a service
Create a service offering
Service Operations Workspace for ITSM
Explore
Access Service Operations Workspace for ITSM
Service Operations Workspace for ITSM user interface
Service Operations Workspace for ITSM landing page
Exploring Recommended Actions for ITSM
Exploring On-call Scheduling in Service Operations Workspace
Configure
Migration from ITSM Agent Workspace to Service Operations Workspace for ITSM
Install the Migration Utility for Service Operations Workspace
Configure the migration of a custom ITSM table from ITSM Agent Workspace to Service Operations Workspace for ITSM
Create a basic authentication configuration
Migrate from ITSM Agent Workspace to Service Operations Workspace for ITSM
Configure and customize the migration to SOW
Migration of UI actions and layouts from ITSM Agent Workspace to Service Operations Workspace for ITSM
Perform post-migration tasks for UI actions and layouts
Ribbons migration from ITSM Agent Workspace to Service Operations Workspace for ITSM
Perform post-migration tasks for ribbons
Migration of view rules from ITSM Agent Workspace to Service Operations Workspace for ITSM
Perform post-migration tasks for view rules
New record menu items migration from ITSM Agent Workspace to Service Operations Workspace for ITSM
Perform post-migration tasks for new records
Highlighted fields in lists and forms
Post migration tasks
List actions migration from ITSM Agent Workspace to Service Operations Workspace for ITSM
Migrate the client script from ITSM Agent Workspace to Service Operations Workspace for ITSM
Migrate the server script from ITSM Agent Workspace to Service Operations Workspace for ITSM
Migrate the client action from ITSM Agent Workspace to Service Operations Workspace for ITSM
Migrate the UI component from ITSM Agent Workspace to Service Operations Workspace for ITSM
Perform post-migration tasks for list actions
List categories and modules migration from ITSM Agent Workspace to Service Operations Workspace for ITSM
Perform post-migration tasks for list categories and modules
Migration of form headers from ITSM Agent Workspace to Service Operations Workspace for ITSM
Perform post-migration tasks for form headers
Migration of search configurations from ITSM Agent Workspace to Service Operations Workspace for ITSM
Perform post-migration tasks for search configurations
Migration of Agent assist from ITSM Agent Workspace to Service Operations Workspace for ITSM
Perform post-migration tasks for Agent assist configuration
Migration of Related list declarative actions from ITSM Agent Workspace to Service Operations Workspace for ITSM
Migrate the client script from ITSM Agent Workspace to Service Operations Workspace
Migrate the server script from ITSM Agent Workspace to Service Operations Workspace
Migrate the client action from ITSM Agent Workspace to Service Operations Workspace
Migrate the UI component from ITSM Agent Workspace to Service Operations Workspace
Perform post-migration tasks for related list declarative form actions
Migration of field decorators from ITSM Agent Workspace to Service Operations Workspace for ITSM
Client script
Server script
Client action
UI component
Post migration tasks
Getting started with Service Operations Workspace for ITSM
Roles in Service Operations Workspace for ITSM
Users in Service Operations Workspace for ITSM
Configure the theme for Service Operations Workspace for ITSM
Access controls in Service Operations Workspace for ITSM
Types of landing pages in Service Operations Workspace for ITSM
Configure the audience for the SOW landing page
Configure service desk groups to access the Service Operations Workspace landing page
Landing page redirection in Service Operations Workspace for ITSM
Redirect non-admin users to Service Operations Workspace
Redirect agents of a specific group to Service Operations Workspace
Disable auto-redirection for all agents to Service Operations Workspace
Landing page configurations in Service Operations Workspace for ITSM
Configure record creation from the new tab menu in Service Operations Workspace
Restore the greeting banner on the landing page
Configure the header message on the landing page
Configure the space man on the landing page
Configure the donut color in the Overview section
Configure the donuts in the tier 1 landing page
Configure the donuts in the tier 2 landing page
Configure the visibility of landing page sections
Configure the Announcements section on the landing page
Configure the Upcoming section on the landing page
Record page configurations in Service Operations Workspace for ITSM
Configure the incident record page in SOW for ITSM
Configure the change record page in SOW for ITSM
Contextual side panel configurations in Service Operations Workspace for ITSM
Configure contextual side panel tabs in Service Operations Workspace
Configuring Recommended Actions for ITSM
Configure the Agent Assist tab in Service Operations Workspace
Edit the table configuration for Agent Assist in Service Operations Workspace
Customize the on-call support group recommendations
Configure notifications in Service Operations Workspace for ITSM
Configure search resources for an interaction in Service Operations Workspace for ITSM
Setting up Major Incident Management in Service Operations Workspace
Activate Major Incident Management in Service Operations Workspace
Configuring Major Incident Management in Service Operations Workspace
Assign the Major incident manager role
Configure major incident trigger rules
Setting up communication templates and plans in Major Incident Management
Configure a communication template for email in Major Incident Management
Configure a communications template for SMS in Major Incident Management
Configure a communication plan in Major Incident Management
Assign a playbook to Major Incident Management
Designing a major incident playbook
Configure email notifications in Major Incident Management
Configure the timeline events for a Post Incident Report
Configuring Problem Management in Service Operations Workspace
Configure the problem form layout in Service Operations Workspace
Configure the problem task form layout in Service Operations Workspace
Configure problem modals shown during state transitions
Configure problem task modals shown during state transitions
Configure properties for Problem Management in Service Operations Workspace
Create a task type for problem or change in Service Operations Workspace
Define priority lookup rules for Problem Management in Service Operations Workspace
Enable Problem Management models in Service Operations Workspace
Create a problem model in Service Operations Workspace
Create a problem task model in Service Operations Workspace
View the SLA details for problems
Configure IT Agent Dashboard in Service Operations Workspace for ITSM
Enable collaboration services for configurable workspaces
Migrate the collaborate and Microsoft Teams import screens to new Collaboration services screens
Setting up integrations in Service Operations Workspace for ITSM
Setting up Investigation Framework in Service Operations Workspace
Investigation using Agent Client Collector
Install Agent Client Collector for Investigation
Investigation using Microsoft Endpoint Configuration Manager
Install MECM
Configuring CI metrics for MECM
Configure system overview - msinfo32 metrics
Configure system overview - dsregcmd metrics
Configure asset utilization metrics
Configure processes metrics
Configure services metrics
Configure logged in users metrics
Configure Installed application metrics
Configure remedial action - Restart Service
Configure remedial actions - End Process
Create a script in Microsoft Endpoint Configuration Manager
Extend hardware inventory
Verify a CMPivot entity
Configure a metric definition
Configure CI Actions
Configure the Remedial Actions Framework
Setting up Service Desk assisted Password Reset in Service Operations Workspace
Assign the Password Reset Service Desk role to the user
Create credential store for Password Reset in Service Operations Workspace
Create password reset process in Service Operations Workspace
Configure verification methods
Create verification settings
Map the password reset process
Map the UXF routes
Configure the password policies
Configure the session properties
Setting up Recommended Actions for ITSM
Setting up AI Search in Service Operations Workspace for ITSM
Install Universal Request for Service Operations Workspace
Install Universal Task for Service Operations Workspace
Admin Center in Service Operations Workspace for ITSM
Manage configurations in Service Operations Workspace for ITSM
Migrate the existing charts to PAR dashboard in Service Operations Workspace for ITSM
Configuring Service Operations Workspace for ITSM to improve your experience
Assign the service desk agent role to the user in Service Operations Workspace
Reorder the navigation pane modules in Service Operations Workspace for ITSM
Configure the inbox in Service Operations Workspace
Enable automatic assignment of interactions to an agent
Configure alerts in Service Operations Workspace
Configure the list page in Service Operations Workspace for ITSM
Configuring record pages in Service Operations Workspace for ITSM
Configure a record page tab in Service Operations Workspace
Configure a task record form in Service Operations Workspace
Define and customize activity stream tags
Assign or Resolve dialog box
Configure the experts On-call panel for an incident
Create a task type for problem or change in Service Operations Workspace
Configuring Standard Record Page in Service Operations Workspace
Adding Declarative Actions on the Standard Record Page
Custom Modal Migration in Standard Record Page
Modify the Record Page in the Service Operations Workspace using the Standard Record Page
Agent Assist tab
Table configuration
Task record information in the MS Teams Import tab
Specify the refresh duration for user presence in Service Operations Workspace
Configuring Interaction Management in Service Operations Workspace
Duration to view requester's activities
Hide the inbox in Service Operations Workspace
Automatically close an interaction in Service Operations Workspace
Display of requester related records
ITSM Configurable Workspace chat session tabs in SOW
Configure chat session tabs in SOW
ITSM voice interaction record page
Configuring Notify in Service Operations Workspace
Configure a provider for Notify in Service Operations Workspace
Configure Notify properties for SOW
Configure Notify connector for Microsoft Teams from Service Operations Workspace
Enable Computer Telephony
Customize
Create a copy of the Service Operations Workspace landing page
Customize Service Operations Workspace landing page
Customize the incident record page
Operate
Play a guided tour in Service Operations Workspace
Add a user-specific quick link on the ITSM landing page
Create a list in Service Operations Workspace
Live Agent chat in Service Operations Workspace
Interaction Management in Service Operations Workspace
Create an interaction in Service Operations Workspace
Work on an interaction in Service Operations Workspace
Collaborate using Microsoft Teams from an interaction record in Service Operations Workspace
Associate an interaction with a task record
Interaction wrap up with modeless dialog
Incident Management in Service Operations Workspace
Create an incident in Service Operations Workspace
View and update incident information on the Overview tab in SOW
Viewing incident record
Work on an incident list page in Service Operations Workspace
Work on an incident record in Service Operations Workspace
Remedial actions using Playbook
Close resolved incident
Reopen an incident in Service Operations Workspace
Incident Management in Service Operations Workspace reference
Components installed
Components installed
Components installed with Remedial Actions Framework
Components installed with Metrics and CI Actions Framework
Features of the Investigation tab
Viewing the historical data of CI metrics
Digital End-User Experience and Service Observability UI experience on investigate tab
Extension points for batch processing in Service Operations Workspace
Quick start tests for Incident Management in Service Operations Workspace
Request Management in Service Operations Workspace
Create a catalog request in Service Operations Workspace
View and approve records in Service Operations Workspace
Change Management in Service Operations Workspace
Create a change request in Service Operations Workspace
Work on a change request in Service Operations Workspace
Standard change catalog
Propose a standard change template
Modify a standard change template
Create a change task in Service Operations Workspace
Work on a change task in Service Operations Workspace
Create a Change Advisory Board (CAB) definition
Create a CAB meeting
Add an agenda item to a CAB meeting
Manage attendees in a CAB meeting
Conduct a CAB meeting in the CAB workbench
Manage
Knowledge Management in Service Operations Workspace
Work on a knowledge article in Service Operations Workspace
Major Incident Management in Service Operations Workspace
Major Incident Management process in Service Operations Workspace
Managing a major incident record
Propose a major incident
Managing major incidents using playbooks
Manage major incidents using the MI playbook
Manage major incidents using the Advanced MI playbook
Promote a major incident
Communicating about incidents and major incidents
Compose communications for incidents and major incidents
Manage recipients in a communication task
Create an adhoc communication task
Manage an announcement
Collaborate with stakeholders during a major incident
Create communication and collaboration
Resolve and close a major incident
Review and update a post incident report
On-Call Scheduling in Service Operations Workspace
Configuring On-Call Scheduling in Service Operations Workspace
Create new form
Create and edit shift in Service Operations Workspace
Create notification preference rule
Edit On-call team preference using Teams menu
Manage delivery channel
Escalation triggers and policies
Create escalation trigger rules and policy from team record
Scheduling in service operation workspace
Manage your work and schedule absence
Manage shifts in service operation workspace
On-call support for an incident in Service Operations Workspace
Problem Management in Service Operations Workspace
Create a problem in Service Operations Workspace
Work on a problem in Service Operations Workspace
Problem Management models in Service Operations Workspace
Create a problem task in Service Operations Workspace
Work on a problem task in Service Operations Workspace
Problem Management in Service Operations Workspace reference
Problem form
Problem task form
Recommendation Framework in Service Operations Workspace
Recommendation rules for an incident in Service Operations Workspace
Recommended Actions for ITSM in Service Operations Workspace
Get Guidance based recommendations
Get field recommendations
Recommended Actions for ITSM reference
Contexts in Recommended Actions for ITSM
Rules in Recommended Actions for ITSM
Guidance based recommendations in Recommended Actions for ITSM
Field level recommendations in Recommended Actions for ITSM
Guidances in Recommended Actions for ITSM
Resource generators in Recommended Actions for ITSM
ServiceNow integrations with Microsoft Teams in Service Operations Workspace
Collaborate on a task record using Microsoft Teams in Service Operations Workspace
Service Level Management in Service Operations Workspace
Walk-up Experience management in Service Operations Workspace
Work on Walk-up interaction in Service Operations Workspace
Create an appointment through incident
Collaboration in Service Operations Workspace
Notify in Service Operations Workspace
Use Twilio to make conference calls in Service Operations Workspace
Start and end a conference call from Twilio in Service Operations Workspace
Join or leave a conference call from Twilio in Service Operations Workspace
Administer an existing Twilio call in Service Operations Workspace
Reinitiate a conference call from Twilio in Service Operations Workspace
View a conference call recording from Twilio in Service Operations Workspace
Use Webex for conference calls in Service Operations Workspace
Start a conference call using Webex in Service Operations Workspace
Add participants to an existing Webex call in Service Operations Workspace
Reinitiate a conference call from Webex in Service Operations Workspace
Use Zoom to make conference calls in Service Operations Workspace
Start a conference call using Zoom in Service Operations Workspace
Manage Zoom conference calls in Service Operations Workspace
Add participants to an existing Zoom call in Service Operations Workspace
Join a conference call from Zoom in Service Operations Workspace
Mute participants from a Zoom conference call in Service Operations Workspace
Leave a Zoom conference call in Service Operations Workspace
End a Zoom conference call in Service Operations Workspace
Reinitiate a conference call from Webex in Service Operations Workspace
Use Microsoft Teams to make conference calls in Service Operations Workspace
Start a conference call using Microsoft Teams in Service Operations Workspace
Manage Microsoft Teams conference calls in Service Operations Workspace
Add participants to an existing Microsoft Teams call in Service Operations Workspace
Join a conference call from Microsoft Teams in Service Operations Workspace
Mute participants from a Microsoft Teams conference call in Service Operations Workspace
Leave a Microsoft Teams conference call in Service Operations Workspace
End a Microsoft Teams conference call in Service Operations Workspace
Reinitiate a conference call from Microsoft Teams in Service Operations Workspace
View a conference call recording from Microsoft Teams in Service Operations Workspace
Initiate a chat from Sidebar in Service Operations Workspace
Computer Telephony Integration in Service Operations Workspace
Universal Request in Service Operations Workspace
Create a Universal Request in Service Operations Workspace
Cancel a Universal Request in Service Operations Workspace
Use Agent assist in Service Operations Workspace
Transfer a primary ticket in Service Operations Workspace
Restrict or unrestrict universal request access in Service Operations Workspace
Mark the universal request as unrestricted in Service Operations Workspace
Universal Request in Service Operations Workspace reference
Universal Task in Service Operations Workspace
Create a universal task for a universal request in Service Operations Workspace
Universal Task in Service Operations Workspace reference
Reset password
Reset password using service-desk assistance
Unlock the user account
Password Reset in Service Operations Workspace reference
Optimize
Workforce Optimization for ITSM in the Service Operations Workspace
Access your profile in Service Operations Workspace
Service Operations Workspace - Scheduling
Manage your schedule using the Service Operations Workspace
Approve or reject
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
Service Operations Workspace - Learning
Learning path and course item discovery in Service Operations Workspace
Enroll in learning
Complete learning tasks using the Service Operations Workspace
Review skills to add to your skill set
Take a survey in Service Operations Workspace
Reference
Terminology in Service Operations Workspace for ITSM
Version compatibility between Service Operations Workspace for ITSM and Service Operations Workspace ITOM
Additional roles for SOW admin
Service Operations Workspace for ITSM data model
Components installed with Service Operations Workspace ITSM Applications
Service Portfolio Management
Explore
Services
Portfolios
Configure
Activate
Service Portfolio Management activation administration
Applying the CSDM guidelines to Service Portfolio Management
Set up services and commitments in Service Portfolio Management
Quick start tests
Install the Service Portfolio Management Sample Content Pack
Installed with Service Portfolio Management Premium
View sample IT services portfolio content
Use
Create a portfolio
Service Portfolio Management taxonomy
Create taxonomy layer definitions
Create taxonomy nodes
Create a service
Apply a scope to a service
Edit and manage service portfolios in Service Portfolio Management
Manage CSDM life cycle fields
Remap service portfolio taxonomy nodes
Service offerings in Service Portfolio Management
View a service offering
Create a service offering
Add a commitment to a service offering
Assign teams to a service offering
Subscribe users to a service offering
Create catalog items for service offering subscribers
Reporting for services and service offerings
Service Portfolio Management service offering price
Service Portfolio Management Premium notifications
Log outages
View availability results in Service Portfolio Management
Set the time zone for availability
Convert services in bulk in Service Portfolio Management
View Service Level Agreement (SLA) results in Service Portfolio Management
Reference
Installed with Service Portfolio Management
Domain separation and Service Portfolio Management
Service Level Management
Explore
Service Level Management concepts
Define a service contract
Service Level Agreement (SLA) breakdown definitions
Service Level Agreement (SLA) processing
Actual and business elapsed times
SLA timer
Configure
Plugins
Activate Service Level Management
Installed with Service Level Management
Activate SLA Breakdown definitions
Installed with SLA breakdown definitions
Activate SLA timeline
Script includes installed with SLA timeline
Activate Service Level Management - SLA Timer Config API
Installed with Service Level Management - SLA Timer Config API
Script Includes installed with SLA Timer Config API
Define and manage configuration
Create and manage definition
Create an SLA definition
Configure SLA retroactive start and pause
Configure the SLA timer
Extend SLA condition rules
Create a custom SLA condition rule
Invoke an SLA condition rule globally
Invoke SLA condition rules on a specific SLA definition
Create SLA breakdown definitions
Use
SLA calculation
Run the 2011 SLA engine asynchronously
Recalculate SLA times automatically
Use exact times in SLA calculations
Repair Service Level Agreement (SLA)
Configure SLA repair
Repair SLA from a form
Repair SLAs from a list
View SLA timeline
Add custom business rules to Service Level Agreement (SLA)
Add custom business rules
Monitoring Service Level Agreement (SLA)
Verify SLA definition using SLA timeline
Reference
Flows for SLA
SLA notifications
SLA duration types
Schedules within SLA
SLA duration and schedules
Time zones in SLAs
SLA conditions
SLA transitions
SLA condition rules
SLAConditionBase script
SLAConditionSimple script
Service Level Agreement (SLA) process example
Scheduled jobs for SLA
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
Service Level Agreement (Legacy) engines
Legacy SLA fields
Upgrade SLA to 2011 engine
Organize the migration process
Convert an SLA to an SLA Definition
Reactivate escalation engine
Task SLA table
Service level management overview dashboard
Legacy: Platform Analytics Solutions for Service Level Management
Service level management PA dashboard
Domain separation and Service Level Management
Quick start tests for Service Level Management
Configure Service Level Agreement (SLA) properties
Migrate to service level management
ITSM Success Dashboard indicators
Explore
ITSM Success Dashboard indicators components
ITSM Success Dashboard indicators KPI definitions and formulas
Performance overview
Service Quality
Operational Success
Configure
Install ITSM Success Dashboard indicators
ITSM Success Dashboard Admin console
Set the refresh interval for Success Dashboard indicators
Configure the knowledge base for ITSM Success Dashboard indicators
Configure Virtual Agent topics for ITSM Success Dashboard
Configure Virtual Agent topics for ITSM Success Dashboard indicators
Configure Virtual Agent topics for ITSM Success Dashboard using self-service analytics
Update the live agent script include
Set fulfillment automation level of catalog item for the Success Dashboard indicators
Activate Performance Analytics jobs for ITSM Success Dashboard indicators
Configure Success Dashboard indicators KPIs
Add contributing indicators
Add time savings
Update more information cards
Create a cost savings indicator for ITSM Success Dashboard
Modify the currency code for ITSM Success Dashboard indicators
Operational Success Admin Console
Create an operational success dashboard
Benchmarks admin console
Run Update formula script for ITSM Success Dashboard indicators
Identify the automation opportunities on ITSM Success Dashboard
Maximise the benefits
Monitoring the KPIs of your ITSM implementation
Share the Success Dashboard indicators
Benchmarks for Success Dashboard indicators
Estimated Cost Savings for Success Dashboard indicators
View metrics for selected period in ITSM Success Dashboard indicators
Create target for the KPI in the Success Dashboard
Reference
Success Dashboard indicators user roles and responsibilities
Task Outage
Activate Task-Outage Relationship
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
Task Intelligence for ITSM
Explore
Admin Console
Configure
Install
Manage
Create an incident prediction model
Set up
Create a similar records prediction model
Set up
Define the purpose
Train
Assess
Deploy
Edit an incident prediction model
Export an incident prediction model
Monitoring and Analytics
Reference
Components installed
Collaboration services
Explore
Process flow for Slack communication
Add a collaborative communication task
Create a Slack channel for a collaborative communication task
Configure
Install Collaboration services
Components installed with Collaboration services
Setting up Slack for communication
Configure Slack as a communication channel for a communication task
Create slack channel for an incident
View or join slack channel from an incident
Add form section to view slack channels
Set up slack for a user or group
Associate existing slack channel with a group
Open slack from an incident
Use
Import messages from an incident
Reference
Slack integration - Incident Management
Slack slash commands
Vendor Management Workspace
Explore
Vendor KPI Groups in Vendor Management Workspace
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
Configure
Activate Vendor Management Workspace
Customize a Vendor Management Workspace page using 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
Add a formula indicator to track vendor score
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
Setting up Vendor Success Indicators in Vendor Management Workspace
Set up table attributes in Vendor Management Workspace
Set up indicator attributes in Vendor Management Workspace
Manage
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
Identifying bottlenecks using Process Mining integration with Vendor Management Workspace
Create a Process Mining project for a KPI group
Get insights into your vendors' performance
ITSM Vendor Management Mobile for Vendor Management Workspace
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
Reference
Installed with Vendor Management Workspace
Installed with Vendor Success Indicators in Vendor Management Workspace
Vendor KPI Groups in Vendor Management Workspace reference
Domain separation and Vendor Management Workspace
Configure domain separation for Vendor Management Workspace
Quick start tests for Vendor Management Workspace in configurable workspace
ITSM dashboards
IT Agent dashboard for Service Operations Workspace
Manage the dashboard in Service Operations Workspace
Platform Analytics KPIs and dashboards
Incident management dashboard
Major incident dashboard
Change dashboard
Request dashboard
Service Catalog dashboard
Interaction dashboard
Problem dashboard
On-call dashboard
Legacy: Performance Analytics ITSM Dashboards
Legacy: IT Executive dashboard
Legacy: IT Manager dashboard
Legacy: IT Agent dashboard
ITSM Mobile Agent
Explore
User roles and personas in ITSM Mobile Agent
ITSM Mobile Agent features and plugins
AI Search in ITSM Mobile Agent
Get started with AI search in new or zBoot instances
Get started with AI search in upgraded instances
Switch back to Zing search in ITSM Mobile Agent
Enable dark theme in ITSM Mobile Agent
Filter records
Collaboration Services for ITSM Mobile Agent
Add deep linking support to ITSM Mobile Agent
Configure
Install ITSM Mobile Agent
Migration from ITSM Mobile to ITSM Mobile Agent
Migration to ITSM Mobile Agent 5.0.3
Configurable actionable notifications for ITSM Mobile Agent
Enable Push notification categories for ITSM Mobile Agent
ITSM Mobile email notification redirection via web
Set custom alert tones in ITSM Mobile Agent for different incident priority
Enable Override do not disturb to receive critical alerts
Configure critical notification
Configure a customized notification for critical alert
Configure a ringtone for critical alerts
Log in
My Work applet
Create an incident from app landing page
Generating task summarization for incident records
My incidents
Collaboration with incidents
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
Collaboration with incident tasks
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
View active and inactive participants in the conference call
End a conference call
Incidents at risk
Process an incident at risk
Breached Incidents
Process a breached incident
Change tasks
View catalog tasks
View upcoming shifts with On-Call Scheduling
Request time off with On-Call Scheduling
View on-call group members
My Team applet
My team dashboard
Overdue changes
Unassigned incidents
Manage upcoming shifts with On-Call Scheduling
Manage time-off requests with On-Call Scheduling
Manage gaps and conflicts with On-Call Scheduling
Performance metrics
Major Incident applet
Active major incidents
Major incident candidates
Review and work on a major incident candidate
Major incident dashboard
Collaboration with major incidents
Initiate a chat with the caller from a major incident
Initiate chat with assignment group
View active collaborations
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
Reference
Domain Separation for ITSM Mobile Agent
Settings

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