ServiceNow is a cloud-based platform that provides a range of modules for IT service management, IT operations management, and IT business management. ServiceNow administration involves managing the various modules, configuring the platform to meet the specific needs of the organization, and ensuring that the platform is secure, stable, and scalable.
In this document, we will provide a detailed overview of ServiceNow administration, covering the following topics:
- ServiceNow architecture
- ServiceNow roles and responsibilities
- ServiceNow instance management
- ServiceNow user management
- ServiceNow configuration management
- ServiceNow security management
- ServiceNow performance management
- ServiceNow integration management
- ServiceNow upgrade management
- ServiceNow best practices
ServiceNow is a cloud-based platform that runs on the Amazon Web Services (AWS) cloud infrastructure. The platform consists of three main components:
- User Interface: the user interface is the part of the platform that users interact with. It includes web-based interfaces for different modules, such as incident management, service request management, and change management.
- Database: the database is the part of the platform that stores all the data related to the different modules. ServiceNow uses a relational database management system (RDBMS) to store data.
- Application Server: the application server is the part of the platform that processes user requests, retrieves data from the database, and generates responses to users.
ServiceNow Roles and Responsibilities
ServiceNow administration involves several roles and responsibilities, including:
- ServiceNow Administrator: responsible for managing the ServiceNow platform, including configuring modules, managing users, and maintaining the platform's stability and security.
- ServiceNow Developer: responsible for developing and customizing the platform, including creating new modules, workflows, and integrations.
- ServiceNow Architect: responsible for designing the platform's architecture, ensuring that it is scalable, secure, and meets the organization's needs.
- ServiceNow Project Manager: responsible for managing ServiceNow implementation projects, including planning, budgeting, and resource allocation.
ServiceNow Instance Management
ServiceNow instances are separate environments within the ServiceNow platform that can be used for development, testing, and production purposes. ServiceNow administration involves managing instances, including:
- Creating new instances: ServiceNow administrators can create new instances for development, testing, and production purposes.
- Managing instances: ServiceNow administrators can manage instances by configuring instance settings, monitoring usage, and performing backups.
- Upgrading instances: ServiceNow administrators can upgrade instances by installing new releases and patches.
ServiceNow User Management
ServiceNow user management involves managing user accounts, roles, and permissions. ServiceNow administrators can perform the following tasks related to user management:
- Creating and managing user accounts: ServiceNow administrators can create new user accounts, assign roles, and manage user access.
- Creating and managing groups: ServiceNow administrators can create new groups and assign roles and permissions to groups.
- Configuring user roles: ServiceNow administrators can configure user roles and permissions to restrict access to sensitive data and functionality.
- Configuring user access: ServiceNow administrators can configure user access to modules, applications, and data.
ServiceNow Configuration Management
ServiceNow configuration management involves configuring the various modules and applications within the ServiceNow platform. ServiceNow administrators can perform the following tasks related to configuration management:
- Configuring modules: ServiceNow administrators can configure modules, including incident management, service request management, and change management, to meet the specific needs of the organization.
- Configuring workflows: ServiceNow administrators can configure workflows to automate processes and ensure that tasks are completed in a timely and efficient manner.
- Configuring notifications: ServiceNow administrators can configure notifications to inform users of important events and updates.
- Configuring forms and fields: ServiceNow administrators can configure forms and fields to ensure that data is captured accurately and efficiently.