Welcome to the 100 Days of ServiceNow Challenge!!

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Introduction to ServiceNow

🧠 Objective:

By the end of this lesson, you’ll understand what ServiceNow is, its core modules, and how to navigate the platform.

📌 1. What is ServiceNow?

ServiceNow is a cloud-based platform for automating and managing IT services, business processes, and workflows.

💡 Think of it as:

• A digital hub for handling IT issues, HR requests, customer service, etc.
• A platform where tickets (tasks, incidents, requests) are created, assigned, tracked, and resolved.

🛠️ 2. Key Terminology

Term	Meaning
Incident	Something is broken and needs fixing.
Request	A user needs something (like software or access).
Change	A formal process to make changes in systems.
Knowledge Base	Articles that provide solutions and info.
Catalog Item	A predefined request (e.g., request a laptop).
Workflow	A sequence of tasks/actions tied to a process.

🖥️ 3. Navigating the Interface

🔍 Steps:

1. Login to your ServiceNow instance (demo available at https://developer.servicenow.com)
2. Explore the Application Navigator on the left:
   • Search for “Incident”, “Request”, or “Change”
3. Open Incident > Create New
4. Observe the fields: Short Description, Description, Priority, etc.
5. Submit an incident and track its number

✅ Activity: Create a new incident titled “Cannot connect to Wi-Fi”. Submit it and take note of the incident number.

🧭 4. Basic Modules Overview

Module	Purpose
Incident Management	Resolve issues affecting normal operations.
Problem Management	Investigate root causes of recurring incidents.
Change Management	Track system changes to minimize risks.
Service Catalog	Users request items/services from a menu.
Knowledge	Store and share solutions and guides.

🧪 5. Homework / Practice

• Log in to a personal developer instance on developer.servicenow.com
• Create one Incident, one Request, and browse the Knowledge Base
• Watch an intro video on YouTube like “ServiceNow for Beginners”