Merge Course PDF Training Modules

Module 1 Wednesday, July 31, 2024 1:26 PM Les formations Page 1 Les formations Page 2 Les formations Page 3 Créer un nouveau role séparément Les formations Page 4 Les formations Page 5 D'où vient les autres rôles ??...

Module 1 Wednesday, July 31, 2024 1:26 PM Les formations Page 1 Les formations Page 2 Les formations Page 3 Créer un nouveau role séparément Les formations Page 4 Les formations Page 5 D'où vient les autres rôles ?? Les formations Page 6 Les formations Page 7 Les formations Page 8 Module 2 Wednesday, July 31, 2024 5:14 PM Explore the Modernized Work Experience Portal Knowledge check Explore the Power of the ServiceNow Platform Lesson Les formations Page 1 Les formations Page 2 Les formations Page 3 Les formations Page 4 Les formations Page 5 Module 3 Friday, August 2, 2024 9:21 AM Les formations Page 1 All> Self service Les formations Page 2 Les formations Page 3 Les formations Page 4 Les formations Page 5 Les formations Page 6 Les formations Page 7 Les formations Page 8 Les formations Page 9 Les formations Page 10 Module 4 Monday, August 12, 2024 5:59 PM Les formations Page 1 Les formations Page 2 Les formations Page 3 Import Demo: Les formations Page 4 Comme on va faire l'import avec des fichiers Excel, on va utiliser ça So we know the target table. We know the source data. And we know that the process for this is to bring things in via what's called an import set. Now it's true that there is a module called Data Sources here, and this is where we can configure more sophisticated things. And there are example records for us to start from. The good news is, we don't need this. Not for just bringing in some dumb old spreadsheets. OK. So how do we load the data? Heh. Happily! Look at the name of the module, it's called Load Data. Isn't that nice? Now remember, during this process our values go to a temporary staging table called the import set table. This is our chance to verify the data, hose it off a little bit, and provide some instructions for where it's going to wind up. And this divides the import really into two steps. First, get the data into the platform, period. Get it into a ServiceNow table so it's all the same data type. We're working with ServiceNow tables to ServiceNow tables at that point. Fantastic. And then, we can provide a set of instructions called a transform map to clean up the data, massage it, validate it, and send it to its final place. I'm going to be moving quickly here, folks. Let's do this. I don't have an import set table for this yet, but I can create one. And it's not like creating a typical table, we just do it right here and ServiceNow will create a whole bunch of other columns about the import for us. This radio button shows all those fancy data sources, but we just want to bring in a spreadsheet and it asks us about the sheet number and the header row. Briefly put, the sheet number is down here. Les formations Page 5 Les formations Page 6 Faire la minip pour tous les champs, puis save Check Looks good Les formations Page 7 Looks good Upload le deuxième fichier -> vérifier qu'il n'y a pas de duplicates après Check Les formations Page 8 No duplicate Il y a des mot spelled So what is the Configuration Management Database? Well. It's a data model -- a series of tables and fields that contain any of the configuration items or Cls that we control and that help provide our services. You can see on the slide, a short list of permissions required for this to pan out. And at the bottom of the slide, some of the real progenitor tables of this idea -- the CMDB table, the CMDB CI table -- from which branches off a whole slew of other tables to store those Cls or Configuration Items alongside a sibling table that stores those relationships, that's the CMDB Rel CI table. Les formations Page 9 Les formations Page 10 The CSDM is a CMDB-based framework that identifies where to place data for the products you are using. Les formations Page 11 Les formations Page 12 Module 5 Wednesday, August 14, 2024 5:00 PM Les formations Page 1 Les formations Page 2 Les formations Page 3 Demo: Les formations Page 4 Les formations Page 5 Les formations Page 6 Les formations Page 7 here, we can see it was marked as useful. It was given three stars. And it was given a comment to which we may reply. Les formations Page 8 Let's look at some in-progress incidents. This one looks pretty good. I'll add some notes here. I'll mark it as resolved. And in so doing, I'll make sure that once the resolution is accepted and this becomes fully closed, a draft knowledge article is created by clicking this box under Resolution Information. Les formations Page 9 is. it there And unpublished be to likely It's it. find can't we if see let's N'est plus dans la liste Les formations Page 10 was no approval. But there was an approval last time. Well, I think I know what's going on here. Let's take a look at our knowledge properties. Look at this one, the sys_id of the knowledge base when creating knowledge from task records. So it's actually this system property, where we tell ServiceNow where to dump those records that are created from closing out tasks when we check the Knowledge checkbox. So it's a -- I'm a little out of date on my knowledge of this stuff. But that's a KCS knowledge-centered support thing, isn't it? Les formations Page 11 isn't it? So there might have been a quicker way to do this. But what I want you to see is that system properties will never go away. We'll always need to know how to find them. And system properties are not always as user friendly as something that would be facing a customer. We as admins will occasionally do things like, OK, we have to go find the sys_id of a record. But I have a hunch already. Let's see. This ends in -- it starts in dfc and ends in 39ab. Les formations Page 12 If we go to our Knowledge Bases, let's see what the sys_id is here if I copy the sys_id for the knowledge knowledge base. Hey, look at that. And I just pasted it in here to have a quick place to paste. It's the same number. So our knowledge management in this instance is set up to take any task-derived automatically-created knowledge records and dump them in this knowledge base. And this knowledge base uses an instant publish workflow, not an approval one. So I hope you took away some themes there. It's not above our capability to begin wrangling our employees' vast amount of knowledge. We can import stuff. We can create stuff by hand. We can create stuff automatically. And we've got a lot of fine-tuned control over who sees what, how things get published, and the like. Rock and roll. Les formations Page 13 We can also use the Service Catalog as the point of entry into tables like the incident table and other Service Desk offerings as well. This way, it really is a one-stop shop, where whether the user wants to order a new monitor stand for their home work setup or if they manage to lock themselves out of their time card again, ugh, they can put in a request and be assured that it'll get routed to the right folks to get the issue taken care of. It's important to understand the data model that goes on here. The Service Catalog itself you can think of like building a virtual store. And of course, you wouldn't open a brick and mortar business with nothing to offer. So of course, part of our task here is to populate an items table with the items that are on offer and to figure out how to organize them. Each item in the Service Catalog item table represents like an abstract idealized version. Chances are the picture that you are going to choose to represent the item or service isn't the exact same physical object that they might receive. Hopefully, it's just a perfectly good representative thereof. So for example, I like sneakers. And I go onto my favorite sneaker maker's website. I see that they're having a sale. And this explains why my credit rating is lower than my triglycerides. But really though, each individual item that's on offer at the sneaker store represents the model of the sneaker that I want to order. But the logistics of tracking what I wind up ordering is another matter altogether. Les formations Page 14 So we browse the Service Catalog. We add items to our shopping cart. And we place the order. At this point, the discipline changes to request management. We're not keeping the store running at this point. We're handling the logistics of provisioning, procuring, providing. I'm sure there's some other plosive p words. And this is how the structure breaks down. That shopping cart order becomes a request record. And from here, we have a series of parent/child relationships. Each item that we've ordered is represented with a requested item record. And that's meant to keep tabs on the actual thing that I'm supposed to get. Furthermore, each item might have a fulfillment process, in our case, dictated by the flow designer, to handle the assignment of fulfillment tasks, which we call catalog tasks. Of course, depending on the fulfillment flow that's created for each item, it might create one, two, three, or however many tasks assigned to the right people in order to make sure that the item winds up in the requester's hands. And this is all true too of things that are intangible, like, say, a software license. Once each task that's dictated by the fulfillment flow is complete for a particular item, that item will also be marked as complete. And once all the items are marked as complete, so too shall the request be marked as complete. They roll up as tasks get knocked out and things get fulfilled. So these major building blocks of the Service Catalog have already been partially addressed. We know that we need to populate our virtual store with items on offer. Additionally, if we have some other business process or a custom application that we've got and we want to make sure that people can have access to the services provided by that process or application in the Service Catalog, in order to make it truly a one-stop shop, we can use something called a record producer to do that. Les formations Page 15 Les formations Page 16 Les formations Page 17 Les formations Page 18 Les formations Page 19 Les formations Page 20 Les formations Page 21 SAVE Les formations Page 22 Les formations Page 23 Les formations Page 24 SAVE Les formations Page 25 Les formations Page 26 Les formations Page 27 Module 6 Wednesday, August 21, 2024 4:47 PM Les formations Page 1 Les formations Page 2 But what's it mean to publish the report? Well, it generates a permalink. And this is one of those examples of where the authentication layer of security of ServiceNow becomes less relevant. In fact, the idea of publishing a report is to do so with the intent of making anyone with the permalink able to see that report. And the benefit of this is that any time they refresh the link, they'll see the latest version of the report, something that's not really possible with an exported PDF. Les formations Page 3 Les formations Page 4 DEMO we'll look at the incidents without an assignment group by right-clicking any empty assignment group and choosing Show Matching. And I said that I want to break stuff up by category. So I can start by opening up the column-level options. And look, I can choose a Bar Chart or a Pie Chart. I try not to do my work from a bar. So I'm going to go to a Pie Chart instead. Les formations Page 5 the only module with a space, a forward slash, another space, and an r Les formations Page 6 Les formations Page 7 Consulter un KPI report et faire une copie Les formations Page 8 Les formations Page 9 Les formations Page 10 Les formations Page 11 Module 7 Thursday, August 22, 2024 2:39 PM Les formations Page 1 Les formations Page 2 Les formations Page 3 An update set : est un enregistrement qui, par le biais de relations avec la base de données, assure le suivi des modifications considérées comme des modifications de personnalisation ou de configuration. Je développerai cette déclaration dans la diapositive suivante. Mais l’idée est que vous choisissiez à quel ensemble de mises à jour vos modifications seront associées et quand demander à ServiceNow d’arrêter d’associer ce que vous faites à cet ensemble de mises à jour. Les formations Page 4 You see it's dashboards. And there's an asterisk there. You always know something is afoot when you see that asterisk, don't you? Well, dashboards are a special case. Dashboards, if we remember that everything in ServiceNow is a record in a table, are actually put together from lots and lots and lots of records with many to many relationships. Update sets won't capture all that unless you tell them to. And on a dashboard record, in the context menu, there is a Ul action called unload dashboard. And that must be done if you want to capture the dashboard in the update set, even if you had been running the update set actively while working on it. There's documentation about this very process. Les formations Page 5 Une fois qu'on exporté l'update set sous format de fichier, faire la suite ci-dessous Les formations Page 6 DEMO So my goals are as follows. I want to create an update set, create a few quick low code or no code form configuration changes. In particular, I'll make a UI policy and a business rule. We'll see what the update set does with those and with what I do while testing the script. This way, I can show you the ropes of those things all in one smooth process. I think they all kind of go together nicely. I got to say this has been a pleasure. Let's do this. First things first, let's get that update set started to capture my changes. I'll go to a module called Local Update Sets, give it a name, click Submit, and Make Current. Les formations Page 7 I'm going to do some client side validation here where, as soon as Emergency gets checked, both Impact and Urgency will be locked with values of 1. I'm also going to make the Description field mandatory. If there's an emergency, you better tell us what's happening. And because those are client side and especially because those are Ul policies, these changes where, if emergency is true, lock Impact and Urgency to 1 and make Description mandatory. They'll all be fast, and they'll all be toggleable. Don't know if that's a word, but you'll be able to switch them back and forth. Les formations Page 8 Les formations Page 9 Les formations Page 10 Les formations Page 11 Now, I told you I wanted to force impact and urgency to 1. And there's, in a UI Policy, no way to do that without script. This will be fast. Update Les formations Page 12 CASE 2: Les formations Page 13 Dans la partie " Les formations Page 14 Les formations Page 15 Now if I wish to install this update set. I need to jump into another instance. So I've brought up another instance. I know it looks the same. I'm going to run over to Retrieved Update Sets. And I'm going to impor my update set from XML. I've grabbed my update set file. We'll bring it in. Les formations Page 16 Extra ressources Les formations Page 17 Les formations Page 18 Les formations Page 19 Les formations Page 20 Module 8 Friday, August 23, 2024 4:38 PM Les formations Page 1 Les formations Page 2 Les formations Page 3 Les formations Page 4 Les formations Page 5 Les formations Page 6 Les formations Page 7 Les formations Page 8 Les formations Page 9 Les formations Page 10