Day 1

Prerequisites

The sysadmin course assumes you understand the material in the foundations course, which is available free online: Foundations Course Materials(external link)

Applications Overview

• ServiceNow is a suite of applications. Someone with the sysadmin role can add/remove apps from the baseline instance.
• The baseline product includes almost everything except the MID Server product (Discovery & Runbook Automation).
• The architecture is apache/tomcat/mysql.
• Some customers host on-premises and use Oracle, but this is the exception rather than the rule.

Does Yale want to use the old or the new (2011) interface? Do we allow users to choose, or force one?
Will Yale use Social IT?
Should we attempt to partially integrate/sync Social IT with existing Yammer network?

Other Sources of SN Information

• SN Gurus – unofficial, though it's run by SN employees.
• SNAUG – user group.
• JJA blog – a power user w/ a SN-specific blog.

Important Takeaways

"When in doubt, right-click."--context menus rule in SN.
Scroll down--pagination is used inconsistently, sometime content doesn't completely fit into the visible part of the frame.

Core Concepts

• sys-id - a GUID behind each SN record. This allows you to, for instance, modify the number field of an incident record, since it's not the key field. Also might mean that moving/syncing records between instances could be tricky.
• by default, the "Go to" search dialog (present when there is a list) is a begin search. You can make it a contains search by prefixing the search term with an asterisk.
• possible to Update All records by selecting this option in the list header context menu (e.g., assign all open tickets to the Network group... even tickets not on the current page).

How will Yale set default list columns? These can be set by admin and personalized by users.
How does Yale plan to use instances, migrate configurations, and refresh data?