ServiceNow User Guide: Making the Most of It


Key Takeaways:



  • ServiceNow is a platform that enables users to report incidents or request products and services. It can be accessed from anywhere via the web and is mobile-friendly with a free app available for download. It should be used if supported by EOTSS or if EOTSS supports/provides the requested product/service. The VPN is not required. Users can utilize SharePoint forms for Citrix, new hires, etc. which will be submitted to the Service Desk as ServiceNow does not replace them.
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  • The Service Catalog is an essential feature of the ServiceNow platform and should be used to request services. Cookies should be enabled for optimal platform performance. Contact Zoomin Software for any support required.
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  • Intermedia Unite and PagerDuty can be integrated with ServiceNow. Intermedia Unite can be accessed by end-users in the Filter navigator. End-users should select their default calling device in ServiceNow before making and receiving calls. Multiple calls can be made simultaneously, and notifications for incoming calls will be displayed. Contact and company names will be shown, and clicking on them will open the corresponding record in ServiceNow. PagerDuty’s latest version of ServiceNow integration allows users to utilize Add Responders, Conference Bridge, Response Plays, and Status Update capabilities,

Introduction to ServiceNow User Guide

ServiceNow is a robust platform designed to streamline IT service and workflow management for businesses. The ServiceNow User Guide is a critical tool for users looking to maximize the platform’s benefits. In this section, we will introduce the guide and discuss its importance. We will also provide an overview of ServiceNow to demonstrate how it can enhance efficiency and productivity for organizations.

Overview of ServiceNow

ServiceNow is a cloud-based platform that provides an overview of IT workflows. It’s available 24/7 and can be accessed from any part of the world. Businesses of all sizes use it to efficiently manage their incidents, requests, changes, resources, and tasks related to IT services.

The ServiceNow User Guide is a great resource. It offers details on using various features of the platform. This covers reporting incidents, requesting products/services, and tips and tricks for optimizing the user experience. It also has best practices for using the platform effectively.

ServiceNow’s unique features, like the service catalog, make it stand out from other IT service management platforms. This catalog gives employees a centralized location to request the services or products they need. This can be anything from hardware and software to office supplies. It has VPN and mobile compatibility for increased accessibility. Plus, it’s integrated with Intermedia Unite and PagerDuty for more efficient incident management.

In conclusion, the ServiceNow User Guide is an invaluable resource. It provides an excellent overview of ServiceNow and is great for businesses looking to streamline their IT workflows or improve their current system. The user-friendly interface and comprehensive documentation makes the platform easy to get started with, regardless of skill level.

Importance of ServiceNow User Guide

The ServiceNow User Guide is key for users to get the most out of the platform. It provides comprehensive guidance, allowing users to take advantage of all the features and functions resulting in better productivity and workflows.

It gives users a clear and organized overview of how the platform works. It helps with reporting incidents and requesting products/services. The guide also provides access to features like the Service Catalog, VPN, mobile compatibility, Intermedia Unite integration and PagerDuty incident management.

Using the ServiceNow User Guide has numerous benefits. It increases efficiency and productivity in a workforce setting. Plus, users have all the resources and guidance they need to complete tasks successfully.

If you’re needing help with printer issues or using the ServiceNow platform, the ServiceNow User Guide is the ultimate resource. It has tips and tricks to make sure you get the most out of your experience.

Using ServiceNow to report incidents or request products/services

Do you need assistance navigating ServiceNow? This section will guide you through reporting incidents or requesting products/services on the platform. Our sub-sections will provide a step-by-step process to help you make the most of ServiceNow. This centralized platform caters to all your IT-related requirements, whether it’s requesting a new service or reporting an issue.

How to report incidents using ServiceNow

ServiceNow is the perfect tool for organizations worldwide, especially IT departments, to report incidents and request services. It offers a centralized location for incident management, change management, and asset management.

To log a report with ServiceNow, just follow these 4 steps:

  1. Log in with your credentials
  2. Select the ‘Incident’ option from the left-hand menu
  3. Complete the required fields like Short Description and Business Service
  4. Submit your report and track its progress through ServiceNow

Customization is a great feature – users can modify notification rules, workflow management, and task assignments to specific teams or individuals. This helps to reduce response time and enhance customer satisfaction.

HR, finance, legal, and other requests can also be managed. To get the best out of ServiceNow, make sure cookies are enabled on your browser. For additional training or support, contact Zoomin Software.

ServiceNow is user-friendly, making it easier and faster than ever to have service requests fulfilled. Get ready to experience the ultimate solution for incident and service requests.

Requesting products/services using ServiceNow

ServiceNow is great for requesting products and services quickly. Its user-friendly interface lets you access your organization’s Service Catalog easily. To request an item or service with ServiceNow, just follow these steps:

  1. Log in and select the Service Catalog tab.
  2. Browse the catalog and choose the desired product or service.
  3. Submit the necessary details in the request form, like purpose and quantity.
  4. Submit the request and track its progress in the My Requests section.

ServiceNow sends automatic notifications when requests are accepted or completed. Plus, users can attach files or notes for better communication.

Remember to enable cookies for the best ServiceNow experience. If you need help or guidance, contact Zoomin Software.

Key features of ServiceNow

ServiceNow is a robust platform with numerous capabilities. However, it can be overwhelming to determine where to begin. In this section, we will examine some of the essential features of ServiceNow that can enhance your workflow and effectiveness. These include the service catalogue, VPN and mobile compatibility, integration of Intermedia Unite with ServiceNow, and the PagerDuty integration for incident management.

Service Catalog

ServiceNow’s Service Catalog is great for users looking for IT services. It not only shows all services available in an org, but makes requesting them simple. It’s a one-stop shop for orgs to see their services.

There are columns such as Name, Description, Category, Price, Availability, and Request Form Availability to help users find what they need quickly. Some orgs even add Location and Business Unit columns to make categorization easier.

Users can use filters to look for features like mobile compatibility or VPN accessibility. This way, the Service Catalog helps users access their VPN and mobile devices faster than a Zoom call. It’s an essential feature of ServiceNow.

VPN and mobile compatibility

ServiceNow’s VPN and mobile compatibility offer users the luxury of accessing the platform securely from any device. This feature allows for on-the-go task management, with complete access to the workspace and tools. And with secure connections, confidential data remains protected. Plus, the mobile app provides real-time updates and alerts for incidents, tasks, and requests.

It’s essential for companies to adapt to new technology environments as remote working increases. ServiceNow’s VPN and mobile compatibility brings convenience and flexibility to users who are traveling or working remotely. Updates are available across different devices, empowering users to stay connected no matter where they are.

Adapting to this technology has various benefits. It ensures higher operational efficiency for remote workers, as well as accessibility and flexibility. Additionally, it provides management control over how work is conducted, with real-time reports into productivity optimization strategies.

Integrating Intermedia Unite with ServiceNow

Intermedia Unite is a cloud-based phone service. It offers features such as voice, videoconferencing and file sharing. With the integration of Intermedia Unite and ServiceNow, users gain a more streamlined experience. They can open and view tickets from the Intermedia Unite Console.

This integration improves tracking of incidents. It allows users to request service, track progress and communicate with IT support. An incident record is automatically generated when a call comes in on an Intermedia phone number. This saves time for IT personnel and ensures end-users are notified of any updates or resolutions.

Integrating Intermedia Unite with ServiceNow enhances efficiency. It automates tasks and reduces incident management and resolution times. The tools work together to generate better visibility for teams managing complex systems and applications across multiple technologies.

PagerDuty integration for incident management

Businesses looking to streamline their incident management process should integrate PagerDuty with ServiceNow. Together, these tools automate response procedures and ensure the right action is taken quickly. ServiceNow’s incident management system provides a centralized hub for tracking and resolving IT issues. PagerDuty sends targeted alerts to notify personnel of disruptions and schedules follow-up reminders until the issue is solved.

This integration helps organizations fix errors and avoid costly outages. It also keeps everyone informed in real-time. To make the most of it, companies should have ServiceNow and PagerDuty implemented independently first. Then, they should train their employees on how to use both systems efficiently.

Integrating PagerDuty with ServiceNow can maximize uptime, reduce MTTR, minimize manual troubleshooting costs, and increase efficiency in responding to issues. This leads to satisfied customers and business growth. With these tips and tricks, businesses can become ServiceNow experts quickly.

Tips and tricks for using ServiceNow effectively

Did you know that in order to fully utilize ServiceNow’s features, it’s important to do more than just log in and make simple requests? This section provides tips and tricks for using ServiceNow effectively, such as enabling cookies for improved results. Additionally, for more information about ServiceNow optimization, contact Zoomin Software. Stay tuned for ways to enhance your ServiceNow experience.

Enabling cookies for best results

Want the best ServiceNow experience? Enable cookies! It’s easy. Open your browser and go to the ServiceNow login page. Then, click the settings menu (top right corner) and select Options or Settings. Scroll down to Privacy & Security, then Cookies. Make sure “Accept cookies from sites” or “Allow third-party cookies” is selected.

This provides improved functionality and increased security. Different browsers may have slightly different ways of enabling cookies, so refer to the documents. If issues persist, try clearing your cache and browser history.

Enabling cookies for ServiceNow is simple and essential!

Contacting Zoomin Software for more details

For users searching for precise, comprehensive info on ServiceNow, Zoomin Software is a great choice. With loads of technical writing and knowledge management experience, Zoomin provides helpful resources to get the most out of the platform.

Connecting with Zoomin Software is perfect for acquiring specialist insights and training materials, thus gaining even more value from ServiceNow. Their specialists can give thorough guidance on configuration settings, customizing options, and incident management best practices. Plus, they can help set up new workflows, optimize existing ones, and integrate ServiceNow with other applications.

Also, Zoomin’s website has plenty of resources, including user guides, video tutorials, webinars, and more. Users can take advantage of these to gain a better understanding of ServiceNow’s abilities and align their usage with their business objectives efficiently.

Overall, any organization looking to improve operations and provide better service to internal and external customers should consider contacting Zoomin Software for details and utilizing their expertise and resources.

Conclusion: Making the most of ServiceNow

As your journey with ServiceNow comes to a close, take full advantage of the features it offers! Automation and streamlining solutions provided by ServiceNow can enhance productivity and efficiency.

One of its major benefits is that it simplifies managing IT incidents, service requests and project plans. User-friendly interface makes navigation easy through the modules. And you can customize the system to fit your business needs.

Plus, ServiceNow integrates with JIRA, Slack and Microsoft Teams. This simplifies communication and collaboration, eliminating organizational silos and makes working together easier.

Five Facts About ServiceNow User Guide: Making the Most of It:

  • ✅ ServiceNow is used to report incidents or request products/services. (Source:
  • ✅ ServiceNow can be integrated with Intermedia Unite. (Source:
  • ✅ ServiceNow requires users to enter characters to verify they are not a robot. (Source:
  • ✅ VPN is not needed to use ServiceNow as it is web-based. (Source:
  • ✅ The latest version of PagerDuty’s ServiceNow integration allows users to utilize various capabilities like Add Responders and Conference Bridge. (Source:

FAQs about Servicenow User Guide: Making The Most Of It

How do I optimize my ServiceNow experience?

To ensure the best results when using ServiceNow, make sure cookies are enabled and enter the characters required to verify that you are not a robot.

What is ServiceNow used for?

ServiceNow is used to report incidents or request products/services. It is recommended to use ServiceNow if your agency is supported by EOTSS or if EOTSS supports/provides the product/service being used/requested. You can submit a ticket to report a broken item, while the service catalog is for requesting something not currently owned.

Do I need a VPN to use ServiceNow?

No, a VPN is not needed to use ServiceNow because it is web-based.

Can I use ServiceNow on my mobile device?

Yes, ServiceNow is mobile-friendly and has a free app available for download.

How can I integrate Intermedia Unite with ServiceNow?

The administrator can integrate Intermedia Unite with ServiceNow, and end-users can access it in the Filter Navigator and sign in with their credentials. End-users need to select the default calling device for placing and receiving calls in ServiceNow and can use the click-to-call feature by clicking on the handset icon or using the dialpad in the Intermedia Unite plugin to make calls.

What PagerDuty features are available within the ServiceNow interface?

PagerDuty’s latest version of ServiceNow integration allows users to utilize Add Responders, Conference Bridge, Response Plays, and Status Update capabilities within the ServiceNow interface. To use these capabilities, users must have a new role added to their ServiceNow user record. To trigger an incident, users must search and select PagerDuty Incidents in the application navigator, enter the ServiceNow user mapped to their PagerDuty account, enter a short description, select the Assignment Group mapped to PagerDuty, and click submit. Resolving an incident involves selecting the Resolution Information tab, selecting the Resolution Code, entering Resolution Notes, and clicking Resolve. Users can also add responders from ServiceNow.