Create a service contract

A service contract record stores information about the type of support that is provided to a designated company. A contract can include a company and contact and the specific assets that are covered. A contract can also include multiple service entitlements and SLAs.

Before you begin

Role required: admin

About this task

The Customer Service Management application leverages the existing ServiceNow Contract application to create and maintain service contracts. The Customer Service Management application uses the Contract form and adds the Company field so customer service agents can quickly see the company associated with a contract.

Procedure

  1. Navigate to Customer Service > Contracts > Service Contracts.
  2. Click New.
  3. Fill in the fields on the Contract form, as appropriate.
    Table 1. Contract form
    Field Definition
    Number The automatically created contract number.
    Account The name of the company associated with this contract.
    Contract administrator The individual who is responsible for managing the contract.
    Approver The user who approves or rejects the contract.
    Contract number The number assigned to the contract by the customer.
    State The current state of the contract:
    • Draft
    • Active
    • Expired
    • Canceled
    Starts The date that the contract starts.
    Ends The date that the contract ends.
    Short description A brief description of the contract.
  4. Click Submit.
    You can also click Submit For Review to place the contract in the Draft state and send an email to the Approver to review the contract.