Mind Byte | TecMan Academy Presents:
Introduction to ServiceNow
with
Humza Naeem
ServiceNow Chief Consultant | RT Tech
&
Adan Saqib
ServiceNow Consultant | RT Tech
In this session, we will provide an overview of the ServiceNow platform’s key features, its wide range of applications (ITSM, ITAM, ITOM, SPM and other), its user interface, and how it supports various business functions beyond IT.
#ServiceNow #IntroToServiceNow #ServiceNowTraining #ServiceNowPlatform #ServiceNowEssentials #ITSM #DigitalWorkflows #ServiceNowBasics #ServiceNowLearning #CloudPlatform #IncidentManagement #ChangeManagement #ServiceCatalog #Workflows #EnterpriseIT #ITAutomation #ServiceNowForBeginners #ServiceManagement #PlatformAsAService #TechTraining #FutureOfWork #mindbyte #Sessions #tecman #Free
Introduction to ServiceNow
with
Humza Naeem
ServiceNow Chief Consultant | RT Tech
&
Adan Saqib
ServiceNow Consultant | RT Tech
In this session, we will provide an overview of the ServiceNow platform’s key features, its wide range of applications (ITSM, ITAM, ITOM, SPM and other), its user interface, and how it supports various business functions beyond IT.
#ServiceNow #IntroToServiceNow #ServiceNowTraining #ServiceNowPlatform #ServiceNowEssentials #ITSM #DigitalWorkflows #ServiceNowBasics #ServiceNowLearning #CloudPlatform #IncidentManagement #ChangeManagement #ServiceCatalog #Workflows #EnterpriseIT #ITAutomation #ServiceNowForBeginners #ServiceManagement #PlatformAsAService #TechTraining #FutureOfWork #mindbyte #Sessions #tecman #Free
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TechTranscript
01:34Okay, welcome guys.
01:35We are in the live session now, right?
01:39So overall, this is basically our second session.
01:44The first session we had on information security on MindBite.
01:48It's part of the MindBite series and today's session is basically regarding ServiceNow and it's a full series.
01:59In today's session, we will be, you know, knowing the basics about the ServiceNow, what ServiceNow is.
02:06So we have actually, let me tell you some of the details as well that basically we have some strategic partners as well, multiple partners, including Arctic Solutions, NodeCypher, OGMC, Delta One, and even the Techman is also our strategic platform on which you basically you are watching the live session on YouTube.
02:33So as I said, it's a first session on ServiceNow.
02:37We have with us a very competent and certified trainers, ServiceNow trainers.
02:45One is Mr. Alan John, the second one is Hamza Naim.
02:49And let me tell you in advance, I will give you the details at the end as well.
02:56So you can see all our upcoming session and events on our official pages on LinkedIn and Facebook.
03:05You can find our page on LinkedIn as Techman Academy and same as on the Facebook.
03:10We have Techman Academy as a website as well, where you can find events, sessions, and even the books which we have in this category.
03:23Already, you know, the Techman YouTube channel.
03:27The upcoming sessions will be definitely on information security, PMO governance, and ServiceNow.
03:34But as today is ServiceNow Day, so I would like to tell you that we have, you know, a couple of sessions on ITSM and ITOM in July.
03:46And in August, we have another couple of sessions that is ITAM and HRSD.
03:52In September, we will be talking about GRC and SPM, and in October, we will be on CSM and APM.
04:01So we have a full series of ServiceNow introductions about different modules, right?
04:07So I will not take much time now in introductions.
04:13I will be handing over this platform to Mr. Adhan John, and he will be presenting about ServiceNow, what actually it is.
04:22Over to you, Adhan.
04:30Good evening, and thank you.
04:32So my name is Adhan Sakit John, and today I'm here to present on Introduction to ServiceNow.
04:50Can you see the presentation?
04:52Yes, I think we can see.
05:00So let's start and understand what this platform actually is, why it's so widely adopted, and what kind of problems it solves for businesses.
05:10So today, firstly, we're going to look into what a ServiceNow, then we're going to have a section on the modules of ServiceNow.
05:27That's basically what business value ServiceNow provides, and then there's a section on the features, which is basically how the ServiceNow provides the business value.
05:38Then there's a short session on the implementation of ServiceNow, and in the end, there will be a Q&A session held by Hamza Naim on the questions you give us.
05:53So basically, ServiceNow is a cloud-based software as a service platform that helps organizations digitize and automate their workflows.
06:06Starting with IT and extending across the entire enterprise, ServiceNow is basically a software that can be used in any aspect of your organization.
06:17While it's best known for ITSM or IT service management, ServiceNow also supports HR, customer service, security operations, and many more functions.
06:28You can basically think of ServiceNow as your central brain of your modern business.
06:36It connects people, processes, and systems to ensure everything is flowing smoothly.
06:41What makes ServiceNow truly valuable is its ability to deliver measurable outcomes.
06:47For example, automating service tasks in ITSM reduces downtime and improves your productivity,
06:55which, in turn, helps companies increase their revenue.
07:00Also, ITOM allows organizations to prevent outages before they even happen, saving time and avoiding revenue losses.
07:09As for who uses this software, around 85% of the companies listed in Fortune 500 use ServiceNow.
07:19It's used by companies like NASA, Microsoft, Amazon, and even Netflix.
07:25Now that we've looked into what ServiceNow is, let's look into the main modules.
07:34They're basically like the building blocks of ServiceNow that drive the business value home.
07:42Firstly, we have ITSM or IT service management.
07:47ITSM is basically like the operational backbone of your company.
07:51It provides centralized systems to manage key processes like incident, problem, change, request, and even knowledge management.
08:02It replaces scattered tools and manual workflows with a structured and unified workflow.
08:07It reduces repetitive tasks like escalations and notifications, which are then automated using ITSM, helping teams stay focused and focus on what really matters, instead of being busy in mundane tasks.
08:26ServiceNow also enforces SLAs, ensuring that the requests are handled within a set timeline and according to predefined guidelines.
08:36ITSM also provides real-time dashboards, which help decision makers or leaders of your company to track your performance, spot bottlenecks, and make data-driven decisions on those bases.
08:52As for why it matters for business, from a business lens, ITSM is more than just fixing problems.
09:04It's about minimizing downtime and maximizing the productivity of your company.
09:08When tickets route automatically and teams know exactly what to do, work is done much faster and the end-users are much happier, which in turn leads to customer loyalty as well.
09:21That's where the real ROI of ITSM is realized.
09:23After ITSM, we have ITSM is all about giving your IT teams real visibility and control over the infrastructure that powers your business.
09:41It automatically discovers your servers and applications and any other cloud services and maps them out and also maps how they're interconnected with each other as well.
09:54This dynamic service mapping helps you understand dependencies and impact areas at just one glance.
10:00ITSM also continuously monitors the health of your services and when something goes wrong, it doesn't wait for users to submit complaints or file incidents.
10:16Instead, it detects the issue, maps out what's affected, and sends the alert to the right teams with the right information.
10:23All this often happens even before the end-users notice that anything is wrong.
10:33As for why it matters for a business, ITSM helps reduce downtime, which for most businesses, downtime equals money.
10:45The more your website or your services are down, the more your revenue is going to be affected and take a dip.
10:50ITSM helps you get ahead of that problem.
10:55It's basically an early warning system.
10:56With fewer incidents and faster responses, your operations stay smooth and your team stay focused.
11:06For an example, we can take a use case of a banking platform that starts seeing high CPA load on their servers.
11:13ITSM will detect that anomaly and cross-check related services using its service mapping to see if any other devices or any other factors of your business are affected by that server and then trigger an alert to the operations team.
11:29Within minutes, the team will scale the server and customers won't even face an issue.
11:34With this incident, incidents will be prevented, which in turn saves your company's revenue and your reputation.
11:44It actually improves your company's reputation by improving the service reliability you provide.
11:51After that, we have IT asset management or ITAM for short.
11:59This module basically helps answer some of the most important questions which are often overlooked in IT.
12:07Like, what assets do we own?
12:11Where are they and are we even using them effectively?
12:14With ServiceNow ITAM, you can track every hardware and software asset across entire life cycle, from procurement to retirement.
12:24But ITAM goes far beyond just in keeping inventory.
12:29ITAM ensures that your assets and your data is accurate.
12:34Your storage is compliant and your licenses and subscriptions are properly managed.
12:42ITAM also directly supports your financial planning.
12:44By identifying underused resources and helping you avoid audit risks, it brings structure and control to one of the largest cost-consuming things in IT.
13:01ITAM basically impacts your bottom line.
13:05When you have a full visibility into your assets, you stop buying what you already own and reduce license waste.
13:11You can easily pass audits with this, and then these aren't just operational wins, these are financial ones as well.
13:20For example, we can look into a company that was preparing to renew their software licenses, let's say, worth around $500,000.
13:29By using ServiceNow ITAM, they discover that nearly 20% of their licenses are already inactive.
13:39Instead of renewing everything, they re-harvest and reassign those licenses, which would save them about 20% of what they were going to spend.
13:4820% of $500,000 is basically $100,000 in just one cycle.
13:54So, the key takeaway is that through accurate data from ITAM, this leads to informed business decisions and not making mistakes on important decisions like this.
14:06Next up, we have HRSD, or Human Resource Service Delivery.
14:16This module basically brings Power of ServiceNow workflow, Power of ServiceNow's workflows into the HR space of your company, making every employee interactions much smoother and faster.
14:28It centralizes all HR case management and service requests into a single system, so employees don't need to guess where to go or who to contact for minute problems.
14:42Common lifecycle events like onboarding, offboarding, or job changes are fully automated using ServiceNow HRSD.
14:50This reduces manual work and delays in your, delays in the work.
14:59HRSD also provides a self-service HR portal for employees, where they can find answers, submit their requests, and track the status of any request without needing to trace down HR teams.
15:12The result is better employee experience, greater HR efficiency, and consistent service delivery.
15:20As for the business value, HR isn't just about policies, it's a key part of the employee experience of a company.
15:36With HRSD, you reduce frustration and friction, especially in moments that matter, like onboarding your job changes, like I said before.
15:45That translates directly into better employee engagement, which improves your employee satisfaction, and in turn reduces the company's labor turnover as well.
15:55For an example, we can take a new hire that receives a single onboarding task list in HR portal.
16:05With just one click, they can trigger workflows that provide them with their laptops and set up their payrolls, schedule orientations, and assign them required trainings.
16:15With this, no emails, no emails, no forms, just one smooth experience.
16:22The tasks, all of these tasks are 100% trackable through HRSD as well.
16:29Next up, we have GRC, or Governance, Risk, and Compliance.
16:38In ServiceNow, it brings together what are often fragmented, spreadsheet-driven processes into one unified system.
16:45It centralizes your risk registers, compliance checks, audits, policy, workflows, making them part of everyday operations rather than once-a-year events.
16:58With built-in automation, you can regularly test controls, perform risk assessments, check and flag issues that emerge rather than after they cause problems.
17:08Most importantly, GRC helps align your business processes with key regulatory frameworks like ISO or GDPR.
17:17That means fewer surprises during audits and stronger accountability for your company,
17:22which leads to more confidence in your organization that they are compliant and secure.
17:29GRC isn't just a box checking exercise, it's a proactive tool to avoid regulatory penalties and prevent reputational damage to your company.
17:43It also ensures that business is consistent in their service provision.
17:52With real-time data and automated assessments, leaders make much better and safer decisions on behalf of the company as well.
18:04So, so far, we have explored the core modules of ServiceNow and the business value they deliver.
18:11Now, let's take a look at how they deliver that value.
18:13Firstly, we have virtual agents, AI-powered virtual agents.
18:26In ServiceNow, virtual agents are a built-in conversational AI assistant.
18:31It handles routine tasks like password resets or access requests, even secure status checks.
18:37This means employees get instant help anytime without needing to wait for a support agent.
18:50For IT teams, that translates into real efficiency.
18:55Many organizations have seen a 30 to 50% reduction in their Tier 1 volume of tickets after deploying a virtual agent.
19:05That's fewer repetitive tasks for support teams and fewer resolution for users.
19:12Faster resolutions for the end users.
19:16It's also fully integrated into the platform, so it can trigger workflows across IT, HR facilities, or any other department.
19:24In short, it's a 24-7 digital assistant that improves response times and reduces workload on employees.
19:30Also, it helps enhance the overall support experience given to the employees and end users as well.
19:41After that, we have CMDB or Configuration Management Database.
19:46It's one of the most important parts of ServiceNow and is often referred as the single source of truth in IT infrastructure.
19:53It stores and tracks all your configuration items, whether it's physical hardware, virtual machines, or even cloud services.
20:03But it goes beyond just getting inventory.
20:06It also maps the relationships between these components, showing how systems depend on one another and how they're interconnected.
20:13This is what enables real-time impact analysis when incidents occur or changes are planned.
20:21For example, if a critical server goes down, the CMDB can immediately tell you which services and teams are affected by that.
20:29It powers key modules like ITSM, ITOM, SEC OPS, and even GRC by providing accurate and live context.
20:40A well-managed CMDB eliminates the guesswork from this.
20:44It speeds up the resolution time and gives your teams visibility and control they need to operate reliably.
20:59After that, we have Generative AI.
21:08Sorry.
21:10Gen AI in ServiceNow is all about accelerating the decision-making.
21:15It doesn't just analyze data, it understands the context.
21:19For example, it can take a long multi-thread incident or chat and summarize it instantly for the agent,
21:27including key actions and recommendations already given.
21:32It can even generate likely resolutions based on similar pass tickets,
21:37saving agents from digging through the entire history manually.
21:45This significantly boosts the productivity of your agents.
21:49In fact, ServiceNow reports up to a 35% reduction in average handling time thanks to Gen AI.
21:55What's important to understand is that Gen AI doesn't replace human agents.
22:01It augments them.
22:03It speeds up their repetitive tasks, helping teams respond faster with more consistency.
22:12That's real time saved and real value delivered through Gen AI.
22:16After that, we also have Integration Hub.
22:26Integration Hub is what allows ServiceNow to work seamlessly with the rest of your
22:32entire tech stack.
22:33It includes over 500 pre-built connectors or two popular tools like Slack,
22:41Teams, Jira, Zoom, and SAP, and many more.
22:45The best part is, it doesn't require deep coding.
22:48With a drag-and-drop interface, you can build a cross-system workflows,
22:53like notifying a team in Slack when an SLA is breached or automatically creating Jira issue when a ServiceNow
23:01change request is issued.
23:03So instead of forcing people to jump between systems, integration hubs can bring everything
23:12into a connected workflow, making work faster and more consistent and far less manual.
23:22After that, we have Automation Engine and Flow Designer.
23:27At the core of ServiceNow's effectiveness, there is Automation.
23:31And the Automation Engine with Flow Designer is how it's done.
23:35This tool lets you visually design workflows and drive approvals, escalations, notifications, and
23:43many more, without writing even a single line of code.
23:48Whether you're automating an IT change approval or a risk escalation in GRC, Flow Designer helps you
23:56build it in minutes.
23:59It ensures process runs the same way each and every time, so there is
24:04consistency in your company's work.
24:08It also avoids manual errors and also enforces compliance.
24:16And because it's deeply integrated with every module, ITSM, HRSD, CSM, and many more,
24:23you can automate processes end-to-end across the entire enterprise.
24:34Next up, we have Implementation.
24:39I'll be handing over from here to Hamza Naim.
24:48Thank you, Adan.
24:50So, I would need a little help for you navigating through the slides.
24:56So, when we are implementing ServiceNow project, it is necessary to identify which type we need to work
25:03upon.
25:03We have two types of implementation.
25:06One is Greenfield and the other one is Brownfield implementation.
25:11Greenfield implementation is basically an ideal situation for the new business or the new departments
25:17which are adopting the platform, and it's an ideal for the new ServiceNow customers.
25:23So, it's like starting from a scratch, starting from a fresh, which is a new setup and follows the best
25:30practices.
25:32So, Greenfield project is like building from a scratch with a clean slate, and you can follow
25:37ServiceNow's recommended configurations, which is comparatively easier than Brownfield implementation.
25:43Brownfield implementation is replacing or upgrading an existing system, which is a bit complex when
25:49you're trying to clean up badly implemented ServiceNow environments.
25:53So, Brownfield is more common when a company has an existing setup and they want to migrate.
25:59Like, projects tend to be more complex when you are dealing with the data migration and you have to
26:05retrain the users.
26:06So, whenever you are starting fresh or modernizing and older systems, choosing the right implementation
26:13approach sets the tone for the everything that follows.
26:17With the foundation in place, let's talk about how we actually move through a ServiceNow implementation from
26:23start to actual finish.
26:28And we have an implementation lifecycle for that.
26:31For every successful ServiceNow implementation, we have a structured lifecycle from planning till
26:37optimizations.
26:38So, the first step would be initiations.
26:41We begin defining the why.
26:43Like, why do we need this?
26:45Understanding the business goals, the KPIs, and identifying the stakeholders.
26:50Then we have another step, which is requirement gathering, which can be done
26:55through workshops, process mappings, and the writing of user stories, which helps us
27:03understanding the business pain point, what they're looking for, what they're aiming for.
27:07Then we have design and architecture.
27:09For that, we need to design how the workflow will function.
27:15Like we do it through the Visio and the other tools can be used for that.
27:19What data models are we going to use?
27:21And planning the integrations, how the connection will be built between two-party applications
27:26and how we are going to communicate.
27:27So that it is the point where it becomes our blueprint, basically.
27:31Then we have build and architecture, build and configure.
27:36I'm sorry.
27:37So when we are building an actual requirement, it is necessary using out-of-the-box features first.
27:44That is the best practice in ServiceNow.
27:46We configure the system only using the custom code when that is absolutely necessary.
27:52So using out-of-the-box features is the best practice and that should be our first preference.
27:58Because ServiceNow is a local tool and it prefers automation rather than using custom code.
28:04Then we have testing and validations.
28:06So we conduct UAD, user acceptance testing, fixing defects if we have found any within the current
28:13development and perform the regression testing to make sure we are fulfilling the quality of work
28:19that we have developed.
28:21And it is the accurate point where we can bring customers in to do the testing on their own.
28:25And it's an early engagement from their end, which is the best practice.
28:31Then we have training and go-live sessions in which we train end users and we prepare
28:36for go-live with proper communications and the readiness checks.
28:41If there is any post-deployment stuff that we need to do, we should make sure we have done that
28:46once the deployment is done.
28:48And the hypercare and optimization, it's a post-go-live step.
28:53When we enter hypercare, we are closely monitoring things that we have developed.
28:57We are collecting feedbacks from the end users and making improvements within an existing platform.
29:05Once we have implemented everything, we need to make sure what are the best practices for
29:11implementations.
29:15We should take a look at the key practices that increase the chance of a successful implementation.
29:21So for that, we need to define clear outcomes early, like everyone should understand what
29:27success looks like, aligning the goals early to avoid any scope creep, use out-of-the-box functionalities
29:35rather than using a custom code, which will have a performance impact and out-of-the-box features are
29:41easier to upgrade and maintain.
29:43Then we have to make sure and establish a strong governance, defining roles, defining responsibilities,
29:51making sure changes are reviewed, changes are being through a cab approvals and approved through the
29:57proper channels.
29:58Like we have cab meetings.
29:59We need to make sure we are properly engaging change, creating change, and those change requests
30:05are getting approved by the appropriate approvals.
30:07Then engaging users early involves users in the testing and feedback loops.
30:15So they are the ones who live in the platform daily.
30:19So it's good to have them early into the platform.
30:21Make sure what we have developed satisfies them.
30:25There is nothing which lags.
30:26There is no design gap and it is working absolutely fine.
30:30So it's a good point to engage users early to test that thoroughly and get the UAT sign-off.
30:35Then we have to include the change management.
30:38ServiceNow, as you know, ServiceNow is not only a tool.
30:42It's a change in how works get done.
30:45So make sure your people are ready.
30:48They are aware of the change that you are going to make.
30:50Whatever things are going into a production should not impact anything that has already been there.
30:55So make sure your changes doesn't impact any current integration, any current configurations.
31:00And then create your go-live as just a beginning of your journey.
31:04Going live is not the end.
31:06It's the beginning of adoption, support and continuous improvement.
31:10So make sure you are improving your project that you have implemented.
31:18So that's all for the implementation.
31:21I believe next we have a QA session.
31:24And before the QA session we start, actually, I would like to take a couple of minutes from
31:33my side as well about ServiceNow.
31:36And thank you so much, Adhan Saqib.
31:39Thank you, Hamsa Naim for such, you know, effective information about ServiceNow.
31:46So, yes, guys, you are definitely aware that there are so many applications in the market.
31:54Some of you have heard as a SaaS category, basically, which is, you know,
32:02like Salesforce, you can say Google Workplace, Workspace,
32:08Microsoft 360, HubSpot, Trello, Zendesk.
32:13These are all SaaS applications.
32:15And in comparison, there are some PaaS applications as well.
32:21And in PaaS applications, you can say there is a category like AWS in Amazon,
32:30some Google Apps Engine, Adobe, Commerce, QuickBase, and OutSystems as well.
32:38But now, in these days, the focus has been shifted from the SaaS or PaaS to a PaaS.
32:47And a PaaS is basically an application platform as a service.
32:51And ServiceNow is one of the a PaaS category application.
32:57And definitely what I understand about the ServiceNow from these two guys,
33:03it's a delivery focused.
33:04Yes, it's a cloud based and very unified, very simplified applications
33:11where you can have, you know, so much service oriented.
33:19It's a well connected and even it's a very well documented.
33:23You can have a lot of knowledge on the Now Learning platform.
33:27And definitely it's helpful for automating the workflows because it's AI based.
33:34As Adan said, it's Gen AI.
33:36It's a predictive intelligence based application.
33:39And top of the all, it's basically evolving the platform that is ITIL.
33:46It's Information Technology Infrastructure Library.
33:49So very much service oriented, in fact.
33:52So yes, if innovation is critical for success,
33:57then ServiceNow is definitely one of the most innovative application.
34:02So thank you again.
34:04Thank you, Amsa.
34:06Thank you, Adan.
34:07We will move forward towards the questions now one by one.
34:11I hope, yes, there is one question.
34:17That can you explain what the ServiceNow platform actually is beyond just ITSM?
34:26Yes, Amsa.
34:27Yes, it's a good question.
34:29Yeah, it's exactly a good question.
34:32Now platform is a low code cloud platform which enables app development,
34:38integrating with third party applications like we can integrate ServiceNow with Jira
34:42to get the agile methodologies in line.
34:46Although we have our own agile platform in ServiceNow framework,
34:49but we can use Jira for enhancing the capabilities.
34:52We have GitLab.
34:53We can use ServiceNow to GitLab and ServiceNow basically provides integration hub,
35:00which can be used for out-of-the-box integrations,
35:04which are local just drag-and-drop integrations.
35:06And we have out-of-the-box for that, like creating an issue with Jira.
35:11Then we have orchestrations and RPA, AI and analytics,
35:15predictive intelligence, performance analytics.
35:19We have all a lot like HRSD.
35:23Within HRSD, we can implement off-boarding and onboarding flows.
35:27Like if the resource is onboarded, we'll automate the process.
35:31Like since the resource is onboarded, it will kick on the activities like
35:36hardware assets should be delivered to their respective resource at this date
35:41before the start of that specific resource.
35:44So we can integrate ServiceNow with vendor companies who can get the request of the asset
35:48and they'll deliver the asset and the whole process could be automated.
35:52So there's all a lot like we have CSM, HRSD, IT operations management,
35:57and even facilities and legal workflows that can be handled within ServiceNow other than ITSM.
36:04Yes, that's great.
36:06That's great.
36:07So well explained.
36:08Yes, we have another question by Mr. Adeel.
36:12He said, how does the ServiceNow differ from other ITSM platforms like BMC or Jira Service Management?
36:21A ServiceNow could be ServiceNow, you could say all in one cloud platform for ITSM
36:29plus HR plus security operations, GRC and more.
36:34So not just IT.
36:36So Jira and BMC are more reluctant towards ITSM through extendable.
36:42Like Jira is tightly integrated with software development, agile methodologies.
36:47Whereas ServiceNow is more user friendly as well with respect to BMC and Jira.
36:55Because in ServiceNow we have self service options.
36:57We have self service portal for that.
37:00So it's modern and user friendly UI.
37:03That's good.
37:05That's good.
37:07I hope we have some more questions as well.
37:10Yeah, there is one question by Mr. Eriswan Khan.
37:14And he said, what is the main problem ServiceNow is designed to solve is an enterprise environment.
37:24So basically in an enterprise environment.
37:27So it's very excellent question.
37:29He basically wants to know what is the reason
37:33it because why is the applications innovated?
37:40So the goal basically is to have a single system of action for enterprise services.
37:46Like in terms of automating the manual processes that we are doing today.
37:51We want to automate the business processes.
37:54We want to get out of that headache of manual workflows.
37:57So for that we need to digitize and automate the business processes across the enterprise.
38:03I can give you some common use case for that.
38:05Like within ITSM, we can log incidents.
38:09We can resolve incidents.
38:10We can manage change requests and problems.
38:13In HR service delivery, we had automated employee onboarding.
38:17So we can rather than having HR doing all those manual processes, requesting vendors to do this and
38:24that we can automate the process whenever the resources onboarded.
38:27The request goes to the vendor company and they are responsible for delivering the asset on time.
38:32And like even the acknowledgments can be received by the end users within a flow.
38:38We can configure a survey, getting the acknowledgement that you have received the asset.
38:43Either is that a correct asset or not, we can give the details and get the acknowledgement from that.
38:50So from that standpoint, I believe it is for automating the existing processes and getting out of manual workflows.
39:00So it means you want to say that basically this platform is resolving the multiple problems,
39:06multiple categories of the problems of the clients, like maybe the problems related to HRSD.
39:13Maybe it's related to operations.
39:14Maybe it's related to their governance, their risk, the compliance, and even the inventory management, asset management.
39:22So this is a one platform for a different kind of, you know, problems and their solution.
39:29Right.
39:30Exactly.
39:30Definitely.
39:31It started with the ITSM, but now it powers workflows with across ITH.
39:36It's a very good way to get to our customer service and more.
39:38Yes.
39:38That's good.
39:39So next question is by Aaron and he's saying that where can I find free or official resources to
39:47learn service now effectively?
39:51You can find resources at NounLearning.
39:54We have YouTube, Chuck Tomas's developer tips as well.
39:58You can follow that.
39:59You have developer portals.
40:02You can create your own personal developer instance to get some hands-on experience within the instance.
40:08And we have service now documentations, which is an official documentation, which provides each and everything there.
40:15And I will definitely add one thing from my side that the free resources can be also, they can find on
40:22our Techman Academy website as well.
40:25So yes, there are a lot of certifications courses and different materials there.
40:31Even the video courses.
40:33So that can also be utilized for knowledge understanding.
40:37Yes, there is another question by Kashan.
40:41And he's saying, what is the benefit of using Flow Designer over traditional server-side scripting?
40:48It's a very technical question.
40:51Yeah.
40:52So basically Flow Designer over traditional server-side scripting.
40:55Yep.
40:57But Flow Designer had a lot of benefits.
41:01It's an upgrade safe.
41:03It's a local tool, drag and drop.
41:05We can integrate with an external systems by just having drag and drop features through integration hub.
41:11It's provide easy to understand workflows.
41:14We have steps properly defined there.
41:17And it's although that traditional server-side script is basically error prone.
41:24And that is less maintainable as compared to Flow Designer.
41:29That's good.
41:30That's good.
41:30It's a bit technical.
41:32So one question by Talha.
41:35And he's asking, what certification should someone pursue to start a career in ServiceNow?
41:45Perfect question.
41:46So starting within ServiceNow, we should have CSA, Certified System Admin, which is a foundation for all the roles.
41:54Then we can move to role specific parts.
41:57Like we have application developer for development.
42:01And we have CIS and ITSM, HR, CSM.
42:04So that's a module specific.
42:06And we can use now learning for preparation, taking the practice exams to get comfortable.
42:12And I think you said CIS, that is the Certified Implementation Specialist.
42:18And that is a category which is also having maybe another 15 certifications inside.
42:25So that's good.
42:27And you can also, again, I will say, you can find that information on our website as well of Techman Academy.
42:33We have also designed the short courses for the certifications.
42:38And even we also provide certification as well.
42:42So any question, I think there will be, let's see, because we still have some time.
42:51Yes, there is Mr. Jamil Sohail.
42:54He said that from the business perspective, do we have any tools that can enhance overall visibility
43:02to business operations or services for better incident triage?
43:08For business perspective, do we have any tools like enhancing visibility to the business operations of service?
43:21We can use self-service.
43:25Service portal can be used for tracking down the incidents.
43:29You have opened up and you can see the statuses of the incidents.
43:33You can see the statuses right away from there and you can even pull up the incidents, whatever you want to.
43:40Like you have an issue with the Zoom with your laptop.
43:43You can create an incident and that could be assigned to the relevant team from just a single click.
43:48So we can have a better visibility through that.
43:51That's good.
43:53I think we are done with the questions.
43:56There are many other questions, but actually we need to take care of the time as well.
44:00So thank you once again, Hamza Naim.
44:03And thank you, Adan Saqib John for your, you know, sharing an effective information and such a nice presentation as well.
44:12And at this stage, I will be also, you know, thinking to share with you about the Techman Academy.
44:22And let me share my screen for that purpose.
44:24Just for a second.
44:36Just give me time to present.
44:49I hope you can see now.
44:54Right.
44:55Yes, we can see.
44:57Yes.
44:58Okay, good.
45:00So Techman Academy, that is Techman.Academy.
45:03This is our basically initiative to, you know, educate and share the knowledge with many students,
45:14many professionals who are basically looking towards this industry and this application specifically.
45:22So here you can find different, you know, courses here, which the courses are basically based on
45:30the outline of the ServiceNow itself.
45:32And it says these are the customized trainings and following the same, you know, parameters,
45:40which ServiceNow is basically advertising.
45:43And, you know, basically, this is basically the benchmark is the ServiceNow itself.
45:51And on this site, basically, you can log in here.
45:54You can you can sign up here and then you can log in into the system.
45:58It will be asking a very basic information for you from you.
46:02And after that, becoming a user, you can look into the different courses and certification available
46:10here.
46:11And if I move to the certification page, you can find how a different certification
46:20you can achieve from this site.
46:23Right.
46:24And also in the end of the page, you can go to the contact us page.
46:29And here you can connect with us, connect at the rate of techman.academy.
46:34And also you can approach our expertise experts for some advices which you need or any questions you have.
46:43So this is basically a good platform to, you know, utilize for your learning
46:50and for your even the professional career as well.
46:54So let me come back to the main again and here.
47:01Okay, so guys, thank you so much.
47:06This is basically this is our basically session today.
47:11ServiceNow and this is about the introduction and later on in the coming months in July,
47:21as I said, we have two session as well.
47:25And till October, we are having around six to seven sessions as well.
47:29So we will definitely posting all these sessions on different channels, different social media
47:36streams.
47:37And you can find on, as I said earlier, you can find those
47:42effective sessions information on our YouTube and Facebook as well.
47:47So thank you so much for joining us.
47:50Thank you so much for giving us time and please give us your feedback.
47:55You can watch this session later on on the YouTube as well, because it will be it's live streaming
48:00there and it will be posted.
48:02It will be available there even for the viewers who want to see later on.
48:07And definitely subscribe us and give us your feedback and comments.
48:12Thank you so much again and you know, have a good day.
48:17Take care.
48:17Bye bye.
48:20Bye bye.
48:32Bye bye.
48:33Bye bye.
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