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Yokohama IT Service Management

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Table of contents
  • IT Service Management
    • Script includes and customization
    • Machine learning solutions for IT Service Management
      • Request Predictive Intelligence for Incident Management
      • Request Predictive Intelligence for Major Incident Management
      • Predictive Intelligence for Incident Management
      • Request Predictive Intelligence for Incident
        • Predictive Intelligence for Incident
    • Asset Management
      • Mobile app for Hardware Asset Management
        • ServiceNow Agent app
        • Now Mobile app
      • Asset and CI management
      • Manage various assets through asset classes
        • Create an asset class
        • Add depreciation to an asset
        • Create license assets
        • Set asset states and substates
      • Create fixed assets
      • Consumables life cycle
      • Create pre-allocated assets
      • Stockrooms
      • Transfer orders for Asset Management
      • Create a transfer order for Asset Management
      • Perform bulk updates for transfer order lines
      • Transfer order line asset tracking
      • Example Asset Management process
      • CSDM framework for HAM
      • ITSM Software Asset Management
        • Legacy Software Asset Management plugin
          • Legacy Software Asset Management plugin Overview module
            • Use the legacy Software Asset Management plugin Overview module
            • Legacy Software Asset Management plugin roles
            • Installed with the legacy Software Asset Management plugin
          • Legacy Software Asset Management plugin setup process
          • Determine where software is installed using the legacy Software Asset Management plugin
            • Find software on the network using the legacy Software Asset Management plugin
            • Scan software installations with the system scheduler
          • Software licenses in the legacy Software Asset Management plugin
            • License management with the legacy Software Asset Management plugin
            • Add a software license using the legacy Software Asset Management plugin
            • Create and manage an enterprise license using the legacy Software Asset Management plugin
            • Create and manage a subscription license using the legacy Software Asset Management plugin
            • Software license entitlements for the legacy Software Asset Management plugin
              • Create an entitlement for the legacy Software Asset Management plugin
              • Create a software user license entitlement for the legacy Software Asset Management plugin
              • Entitle a license to a configuration item using the legacy Software Asset Management plugin
              • Entitle a license to a user or location using the legacy Software Asset Management plugin
            • License upgrade and downgrade with the legacy Software Asset Management plugin
              • Upgrade a license using the legacy Software Asset Management plugin
              • Downgrade a license using the legacy Software Asset Management plugin
                • Identify a downgrade child from a software license record using the legacy Software Asset Management plugin
            • View a list of unallocated software licenses for the legacy Software Asset Management plugin
            • Merge software licenses using the legacy Software Asset Management plugin
          • Manage software models using the legacy Software Asset Management plugin
            • Create and manage software suites using the legacy Software Asset Management plugin
          • License calculations with the legacy Software Asset Management plugin
            • Calculate software licenses using the legacy Software Asset Management plugin
            • License calculation types supported by the legacy Software Asset Management plugin
            • Create a custom license type for the legacy Software Asset Management plugin
            • Create a custom script for a legacy Software Asset Management plugin license type
          • Software discovery models in the legacy Software Asset Management plugin
            • Edit a software discovery model using the legacy Software Asset Management plugin
            • Automatically match to an existing model using the legacy Software Asset Management plugin
            • Create new models using the legacy Software Asset Management plugin
          • Legacy Software License Compliance Checker
            • Check your software license compliance using the legacy Software License Compliance Checker
          • Software license reconciliation counters for the legacy Software Asset Management plugin
            • Get started with software counters for the legacy Software Asset Management plugin
            • Schedule a software count for the legacy Software Asset Management plugin
            • Use a software counter for the legacy Software Asset Management plugin
            • Create a software counter for the legacy Software Asset Management plugin
            • Set up quick counters for the legacy Software Asset Management plugin
            • View software counter results for the legacy Software Asset Management plugin
            • View software counter summaries for the legacy Software Asset Management plugin
            • View software counter details for the legacy Software Asset Management plugin
            • View usage counter results for the legacy Software Asset Management plugin
          • Legacy IBM PVU Process Pack
            • Activate the legacy IBM PVU Process Pack
            • Validate legacy IBM PVU Process Pack requirements for associating software installations with PVU mappings
            • IBM PVU mapping preparation for the legacy IBM PVU Process Pack
            • Refresh your legacy Software Asset Management plugin processor definitions
            • Legacy Software Asset Management plugin processor definitions
            • View IBM PVU mappings for the legacy IBM PVU Process Pack
            • Use software counters with the legacy IBM PVU Process Pack
            • Installed with the legacy IBM PVU Process Pack
          • Software contracts for the legacy Software Asset Management plugin
            • Create software contracts for the legacy Software Asset Management plugin
          • Legacy Oracle process pack
            • Using software counters with the legacy Oracle Process Pack
            • Software models for the legacy Oracle Process Pack
            • Request the legacy Oracle Process Pack
            • Installed with the legacy Oracle Process Pack
            • Create an Oracle software license for the legacy Oracle Process Pack
            • Validate legacy Oracle Process Pack requirements for associating software installations with Oracle mappings
            • Run the Oracle software counter for the legacy Oracle Process Pack
        • Software Asset Management Foundation plugin
          • Exploring Software Asset Management Foundation plugin
            • Software Asset Management Foundation plugin roles
            • Software Asset Management Foundation plugin software discovery and normalization
            • Software Asset Management Foundation plugin discovery models and software installations
            • Software Asset Management Foundation plugin software reconciliation for compliance
          • Setting up Software Asset Management Foundation plugin
            • Request Software Asset Management Foundation plugin
            • Manage a SAM Foundation software suite
            • Customize a Discovery pattern for Software Asset Management Foundation plugin
            • Get started with Software Asset Management Foundation plugin
          • Configuring Software Asset Management Foundation plugin workspace
            • Create a Software Asset Management Foundation entitlement in workspace
            • Create a Software Asset Management Foundation software model in workspace
          • Configuring Software Asset Management Foundation plugin classic
            • Create a Software Asset Management Foundation plugin entitlement in classic
              • Create a Software Asset Management Foundation plugin entitlement allocation in classic
            • Create a Software Asset Management Foundation plugin software model in classic
            • Manually normalize a SAM Foundation software discovery model in classic
            • Manually override SAM Foundation edition value in classic
          • Using Software Asset Management Foundation plugin workspace
            • Software asset overview for Software Asset Management Foundation plugin dashboard
            • License usage view for Software Asset Management Foundation plugin
              • Run Software Asset Management Foundation plugin software reconciliation in workspace
            • License Operation view for Software Asset Management Foundation plugin
              • View discovery models in workspace
          • Using Software Asset Management Foundation plugin classic
            • Software Asset Management Foundation dashboard
            • Run Software Asset Management Foundation plugin software reconciliation in classic
            • View Software Asset Management Foundation plugin software model results in classic
          • Software Asset Management Foundation plugin Administration
            • Add a Software Asset Management Foundation plugin custom software product
            • Add a Software Asset Management Foundation plugin custom license metric
            • Migrate Software Asset Management Foundation plugin software installations
            • Software Asset Management Foundation plugin properties
            • Software Asset Management Foundation plugin migration
              • Overwrite customizations for Software Asset Management Foundation plugin migration
      • Organization Management
      • Installed with Model Management
      • Installed with Asset Management
      • Domain separation and Asset Management
        • Domain separation and lifecycle reports
      • Quick start test for Asset Management
      • Contract Management
        • Use the Asset Contract Overview module
        • Components installed with Contract Management
          • Tables installed with Contract Management
          • User roles installed with Contract Management
          • Script includes installed with Contract Management
          • Client scripts installed with Contract Management
          • Business rules installed with Contract Management
        • Contract renewal workflow
          • Create a contract renewal request
          • Renew multiple child contracts
          • Supply contract renewal information
          • Add or remove assets for a contract renewal
          • Add or remove entitlements for a contract renewal
          • Update terms and conditions
          • Add rate cards to the new contract
          • Review contract renewal details
          • Approve or reject a contract renewal request
          • Receive a purchase order for contract assets
          • Results of canceling a contract renewal process
        • Contract Management use
          • Contract life cycle
          • Contracts
            • Create a contract
              • Create a software maintenance contract example
              • Add an asset to a contract
              • Add a user to a contract
              • Add a configuration item to a contract
              • Add a document to a contract
            • Adjust a contract
              • Renew a contract
              • Cancel a contract
            • Verify contract administrator assignment for notification
            • Send the contract for approval
              • Approve or reject a contract
              • View approval history on contracts
            • Terms and conditions
              • Create a terms and conditions record
              • Add terms and conditions to a contract
              • Build a terms and conditions document within a contract
            • Create a contract rate card
              • Contract Rate Card form
              • Create a new expense line
              • Generating expense lines based on assets or users
                • Add a user or asset to a contract
                • Create a rate card and assign a user or asset
                • Configure rate card expense generation
              • View contract expense lines
            • Monitor a contract
              • Run a contract report
        • Condition check definitions
          • Define a condition check
        • Domain separation and Contract Management
      • Procurement
        • Procurement roles
        • Procurement workflows
        • Use the Procurement Overview module
        • Activate Procurement
          • Components installed with Procurement
            • Business rules installed with Procurement
            • Client scripts installed with Procurement
            • Script includes installed with Procurement
            • Tables installed with Procurement
            • User roles installed with Procurement
        • Sourcing items in a service catalog request
          • Create a purchase order from a request
          • Create a transfer order from a request
          • Source requests from local stockrooms
          • Add an assignment from a request
        • Procurement purchase order management for assets
          • Track a request from the service catalog
          • Cancel a request from the service catalog
          • View and edit a catalog task
          • Create a purchase order
            • Create a purchase order line item
            • Purchase order status
            • Purchase order expected delivery date
            • Cancel a purchase order
            • Cancel a purchase order line item
            • Reorder a purchase order
            • Reorder a purchase order line item
          • Create an asset and reserve it for the requester
        • Receive assets
          • Receive an asset
          • Create a receiving slip
          • Create a receiving slip line
          • Consumable assets
        • Integrating with external procurement applications
          • Install Asset Management - Procurement Integration
            • Components installed with Asset Management - Procurement Integration
          • Domain separation and Asset Management - Procurement Integration
          • Integrating with Coupa
            • Create a Coupa integration profile
            • Create a requisition on Coupa through Procurement application
              • Reference data synchronization
          • Deleting an external procurement application integration profile
        • Domain separation and Procurement
      • Product Catalog
        • Components installed with Product Catalog
          • Tables installed with Product Catalog
          • Roles installed with Product Catalog
          • Script includes installed with Product Catalog
          • Client scripts installed with Product Catalog
          • Business rules installed with Product Catalog
        • Models
          • Model form fields
          • Create hardware models
            • Add compatible models to a hardware model
            • Add substitute models to a hardware model
          • Create consumable models
          • Bundled models
            • Add model components to a bundle
            • Remove model components from a bundle
            • Publish bundled models to product catalog
          • Software models
          • Create application models
          • Work order models
          • Models created for VMware support and Amazon EC2
          • Add skills to a model
          • Publish models to the hardware or software catalog
          • Delete models
        • Vendor catalog items
          • Synchronize information
          • Create a vendor catalog item
            • Link an item to the hardware catalog
            • Link an item to the software catalog
            • Publish an item to the hardware catalog
            • Publish an item to the software catalog
          • View a vendor list
        • Product catalog items
          • Create a product catalog item
          • Activate a product catalog item
          • Deactivate a product catalog item
        • Model categories
          • View model categories
          • Create model categories
          • Create assets manually
          • Edit model categories
          • Delete model categories
        • Domain separation and Product Catalog
    • Benchmarks
      • Benchmarks overview
      • Benchmarks roles
      • Enable Benchmarks
        • Getting started with the ITSM Success Dashboard admin console
        • Opt out of Benchmarks
      • Benchmark KPIs
        • Enable a benchmark KPI
          • Configure resolved incident Benchmarks KPIs
        • Link or customize a benchmark KPI
        • Use Benchmarks data for value management analysis
      • Deprecated Benchmarks dashboard
        • View benchmark KPI data (deprecated)
        • Benchmarks KPI performance trend and recommendations (deprecated)
        • Drill down within benchmark KPI data (deprecated)
      • New Benchmarks Dashboard
        • View benchmark KPI data
        • Benchmarks KPI performance trend
      • Benchmarks troubleshooting
      • Domain separation and Benchmarks
    • Change Management
      • Exploring Change Management
        • Change models
          • Change Models properties
          • Create a user criteria record for Change Management
        • Change types
        • State progression for normal, standard, and emergency changes
        • Modify the email notification for change request state changes
        • Change approval policies
        • Change Advisory Board (CAB) workbench
        • Upgrade Change Management
      • Configuring Change Management
        • Change Management plugins
          • Request ITSM Roles- Change Management
            • Components installed with ITSM Roles - Change Management
          • Activate Business Stakeholder
            • Installed with Business Stakeholder
          • Activate Change Management - State Model
            • Update change request states
            • Installed with Change Management - State Model
          • Activate Change Management - Collision Detector
            • Installed with Change Management - Collision Detector
          • Activate Best Practice - Change Risk Calculator
            • Installed with Best Practice - Change Risk Calculator
          • Activate Change Management - Change Schedule
            • Installed with Change Management - Change Schedule
          • Activate Change Management - Risk Assessment
          • Activate Change Management - Standard Change Catalog
            • Installed with Change Management - Standard Change Catalog
          • Activate Change Management - Change Success Score
            • Components installed with Change Management - Change Success Score
          • Activate Change Management - Mass Update CI
            • Installed with Change Management - Mass Update CI
          • Activate Change Management -Approval policy
            • Components installed with Change Management -Approval policy
          • Activate Change Management - CAB Workbench
            • Installed with Change Management - CAB Workbench
          • Activate Change Management ATF Tests
          • Activate Change Management - Core
            • Installed with Change Management - Core
          • Request Change Management - Risk Assessment
            • Components installed with Change Management - Risk Intelligence
          • Request Change Management - Standard Change Template Intelligence
            • Components installed with Change Management - Standard Change Template Intelligence
          • Request Change Management - Case Intelligence
          • Change Management - Predictive Intelligence Core
            • Components installed with Change Management - Predictive Intelligence Core
          • Activate Change Management - Change Flows
          • Activate Change Management - Change Velocity dashboard
          • Activate Change Management - Change Models
          • Activate Change Management Success Probability
          • Activate Change Management - Data Archiving
        • Standard change catalog
          • Configure standard change catalog properties
          • Create a standard change task template
            • Propose a standard change template
          • Attach files to a standard change template
          • Modify or retire a standard change template
        • Change schedules
          • Change schedules view
          • Create a change schedule from the Change Schedules page
          • Create a change schedule from the change schedule definition
          • Add related tasks to a change schedule
          • Style rules definition
            • Define default style rules
            • Define style rules from Change Schedule Definitions
            • Define style rules from Change Schedules View
        • Configure ability to copy a change request
        • Create a change request template
        • Create a change request assignment rule
        • Add a new change request type
        • Extend or disable multiple CI association
        • State model and transitions
          • Add a state to the state model
          • Configure state model transitions
        • Create a Change model
          • Create predefined transition condition types
          • Attach a process for Change model states
        • Conflict detection
          • Configure conflict analysis properties
          • Create blackout and maintenance schedules in Change Management
            • Assign a maintenance schedule to configuration items
          • Configure a change request to monitor outside maintenance schedule conflicts
          • Conflict calendar
            • Manage your change schedules and resolve conflicts
          • Enable automatic change conflict detection
          • Detect conflicts manually and review conflict details
        • Change success score
          • Success score indicators
          • Success score calculation
            • Modify score calculation
          • Success score rating
        • Predictive Intelligence for Change Management
          • Intelligent solutions configurations
          • Train the Risk Intelligence solution
          • Train the clustering solution for Standard change proposal
        • Applying CSDM guidelines to Change Management
          • Change Management and CSDM tables
          • Change Management use case
          • Change Management considerations
      • Using Change Management
        • Create a change request
          • Create a change request from a configuration item (CI)
          • Create a standard change request from the catalog
          • Copy a change request
          • Create a change task
          • Unauthorized change request
            • Disable the creation of an unauthorized change request
            • Unauthorized change properties
        • Process a change request
          • Associated CIs on a change request
          • Mass Update CI
          • Use Mass Update CI
          • Place a change request on hold
          • Refresh impacted services and CIs for Change
            • Refresh impacted services properties
        • Creating change approval policies
          • Create approval definitions
          • Create change approval policies
            • Create policy inputs
            • Create Decision records
          • Change Approval Policy workflow activity
          • Use the Change Approval Policy workflow activity
          • Use the Apply Change Approval Policy flow action
          • Create a Change approval policy using decision builder
        • Working with the CAB Workbench
          • Create a CAB definition
          • View the CAB calendar
          • Create a single CAB meeting occurrence
            • View CAB meeting details
            • Modify CAB meeting details
            • Send CAB meeting request to attendees
          • CAB meeting attendance using the CAB workbench
          • Add new CAB meeting agenda items
          • CAB meeting management using the CAB workbench
        • Mobile experience for Change Management
          • Download the Mobile Agent mobile application
          • Get started with Change Management mobile tasks
            • View change tasks
            • Add comments to your change tasks
            • Resolve or close a change task
        • Legacy: Change Management Platform Analytics Solutions
          • Legacy: Change Premium dashboard
          • Legacy: Change Management dashboard
          • Legacy: Open Changes Reports dashboard
          • Legacy: Open Changes State Monitor dashboard
          • Legacy: Age of Open Changes Monitor dashboard
          • Legacy: Change Velocity dashboard
          • Change Management troubleshooting properties
        • Manage the workspace configuration for a Change request in Service Operations Workspace
      • Reference section for Change Management
        • Configuring maintenance schedules - Best practices
        • Change Management properties
        • Analyze change request risk and impact
          • Risk conditions and calculation
            • Risk Calculator property
            • Add or modify risk and impact conditions
          • Risk assessment
            • Define risk assessments
            • Perform risk assessment
          • Migrate to legacy change risk assessments
            • Migrated risk assessment components
        • Success Probability definitions
        • Calculated Risk Score
        • Change management integrations
          • Change Management integration with ITOM Visibility
          • Change Management integration with Software Asset Management
          • Change Management integration with Hardware Asset Management
        • Domain separation and Change Management
        • Tutorial: add a new change management state
          • Create a new choice
          • Create a custom field
          • Add a UI policy
          • Create an ACL
          • Update the state handler script include
          • Update the state model script include
          • Create a UI action
          • Create a process flow record
          • Update the change request workflow
        • Change flows
          • Change Management Workflow Studio actions
        • ITSM Enhanced Security Features for Change Management
          • Activate ITSM Enhanced Security Features for Change Management
    • Coaching
      • Request Coaching
      • Coaching roles
      • Coaching overview
        • Domain separation and Coaching
      • Setting up Coaching and surveys
        • Define trigger conditions for a coaching opportunity
        • Identify and add course items for a virtual coach
        • Create a survey and associate with a Coaching opportunity
      • Coaching your trainee
        • Assess a trainee
        • Assign skills after completing an assessment
      • Training your agents using Coaching With Learning
      • Managing your coaching assessments
        • Work with your coach
      • Coaching reference
        • Coaching field descriptions
        • Coaching troubleshooting
      • Quick start tests for Coaching
    • Continual Improvement Management
      • Request Continual Improvement Management
      • Continual Improvement Management overview
        • Domain separation and Continual Improvement Management
      • Continual Improvement Management roles
      • Monitor and plan improvements
      • Requesting improvements
        • Create an improvement request
      • Managing improvements
        • Accept an improvement
        • Prepare an improvement
        • Assess an improvement for approval
        • Review and close an improvement
      • Continual Improvement Management reference
        • Improvement integration with other applications
        • Improvement field descriptions
        • Components installed with Continual Improvement Management
        • Quick tests for Continual Improvement Management
      • Deprecated Continual Improvements dashboard
        • View improvement reports (deprecated)
    • Expense Line
      • Components installed with Expense Line
      • View an expense
      • Expense lines and expense allocations
        • Create an allocation rule
        • Automatic expense line creation
        • Create expense lines manually
        • Delete an expense line
        • Create a sample allocation rule
        • Use a scripted allocation
      • Domain separation and Expense Line
    • DevOps Change Velocity
      • Exploring DevOps Change Velocity
        • User journey for DevOps Change Velocity
        • DevOps Change Velocity integrations
        • DevOps dashboards
      • Getting started with DevOps Change Velocity
        • Install DevOps Change Velocity
        • Assign roles and tasks using workspace
        • Set up integration user account in DevOps Change Velocity
        • Onboard to DevOps Change Velocity using Workspace
      • Integrating DevOps Change Velocity with third-party tools
        • Azure DevOps integration with DevOps Change Velocity
          • Onboard Azure DevOps to DevOps Change Velocity — Workspace
          • Onboard Azure DevOps to DevOps Change Velocity — Service Catalog
          • Onboard Azure DevOps to DevOps Change Velocity — Classic
          • Setting up Azure DevOps OAuth 2.0 credential
          • Model an Azure pipeline in DevOps
          • Associate Azure pipeline steps in DevOps
          • Configuring the Azure pipeline for DevOps
            • Configuring change control using the Azure Invoke REST API
            • Use the ServiceNow DevOps extension for Azure DevOps and Azure DevOps custom actions
          • Azure DevOps PAT scopes for DevOps
          • Configure SonarQube scans on Azure DevOps pipelines
          • Restarting failed build or release pipeline jobs and stages
            • Execution sequence and waiting logic for rerun jobs
          • Parallel stages in Azure DevOps release pipelines
          • DevOps work item import for Azure Boards
          • Track specific pipelines in Azure DevOps
          • Managing Azure DevOps artifacts
          • Get and update change request details in Azure DevOps pipeline
          • ServiceNow DevOps change request state in Azure DevOps pipeline logs
          • Configure and test webhooks
        • GitHub integration with DevOps Change Velocity
          • Onboard GitHub to DevOps Change Velocity — Workspace
          • Onboard GitHub to DevOps Change Velocity — Service Catalog
          • Onboard GitHub to DevOps Change Velocity — Classic
          • Setting up GitHub OAuth 2.0 credentials for DevOps Change Velocity
            • OAuth 2.0 credentials for GitHub Apps - JWT
            • OAuth 2.0 credentials for GitHub Apps - Authorization Code
          • GitHub Actions configurations
          • ServiceNow DevOps custom actions from GitHub marketplace
          • GitHub Deployment Gates for ServiceNow DevOps Change
          • Configure webhooks in GitHub manually
        • GitLab integration with DevOps Change Velocity
          • Onboard GitLab to DevOps Change Velocity — Workspace
          • Onboard GitLab to DevOps Change Velocity — Service Catalog
          • Onboard GitLab to DevOps Change Velocity — Classic
          • Setting up GitLab OAuth 2.0 credentials for DevOps
          • GitLab pull request configurations
          • Model a GitLab basic CI pipeline in DevOps
          • Bulk commits in GitLab
          • Configure webhooks in GitLab manually
          • Change acceleration in GitLab
            • GitLab pipelines with parallel jobs
            • Change acceleration for manual jobs
        • Jenkins integration with DevOps Change Velocity
          • Onboard Jenkins to DevOps Change Velocity — Workspace
          • Onboard Jenkins to DevOps Change Velocity — Service Catalog
          • Onboard Jenkins to DevOps Change Velocity — Classic
          • Model a Jenkins pipeline in DevOps
          • Additional information - Jenkins
            • Configure Jenkins plugin
            • Connect to Jenkins using API token authentication
            • Reduce calls from Jenkins to ServiceNow DevOps to fetch pipeline information
            • Using a declarative or scripted pipeline in DevOps
            • Configure SonarQube scans on Jenkins pipelines
            • Configure JFrog in Jenkins
            • Notify change request rejection or cancellation reason to Jenkins pipeline
            • Notify ServiceNow DevOps change request number to Jenkins pipelines
            • Get change request number in Jenkins pipeline
            • Update change request details in Jenkins pipeline
            • ServiceNow DevOps change request state in Jenkins pipeline logs
            • Nested and parallel stages in Jenkins pipelines
            • Jenkins log levels and Log Recorders
        • Argo CD integration with DevOps Change Velocity
          • Onboard Argo CD to DevOps Change Velocity – Workspace
          • Onboard Argo CD to DevOps Change Velocity — Service Catalog
          • Onboard Argo CD to DevOps Change Velocity — Classic
          • Configure webhooks in Argo CD manually
        • Jira integration with DevOps Change Velocity
          • Onboard Jira to DevOps Change Velocity — Workspace
          • Onboard Jira to DevOps Change Velocity — Service Catalog
          • Onboard Jira to DevOps Change Velocity — Classic
          • Configure webhooks in Jira manually
        • Rally integration with DevOps Change Velocity
          • Onboard Rally to DevOps Change Velocity — Workspace
          • Onboard Rally to DevOps Change Velocity — Service Catalog
          • Onboard Rally to DevOps Change Velocity — Classic
          • Configure webhooks for Rally manually
        • Agile Development 2.0 integration with DevOps Change Velocity
          • Onboard Agile Development 2.0 to DevOps Change Velocity — Workspace
          • Onboard Agile Development 2.0 to DevOps Change Velocity — Service Catalog
          • Onboard Agile Development 2.0 to DevOps Change Velocity — Classic
        • Bitbucket integration with DevOps Change Velocity
          • Onboard Bitbucket to DevOps Change Velocity — Workspace
          • Onboard Bitbucket to DevOps Change Velocity — Service Catalog
          • Onboard Bitbucket to DevOps Change Velocity — Classic
          • Set up OAuth 2.0 Authorization Code for Bitbucket Cloud
          • Configure webhooks in Bitbucket manually
        • JFrog integration with DevOps Change Velocity
          • Onboard JFrog to DevOps Change Velocity — Workspace
          • Onboard JFrog to DevOps Change Velocity — Service Catalog
          • Onboard JFrog to DevOps Change Velocity — Classic
          • Associate steps from GitHub, GitLab, and Azure DevOps with JFrog
          • Configure Azure DevOps for JFrog
          • Sample pipeline to upload and download artifacts for GitHub
          • Sample pipeline to upload and download artifacts for GitLab
        • SonarQube integration with DevOps Change Velocity
          • Onboard SonarQube to DevOps Change Velocity — Workspace
          • Onboard SonarQube to DevOps Change Velocity — Service Catalog
          • Onboard SonarQube to DevOps Change Velocity — Classic
        • Split.io integration with DevOps Change Velocity
          • Enable integration with ServiceNow DevOps in Split tool
          • Onboard Split to DevOps Change Velocity — Classic
        • Veracode integration with DevOps Change Velocity
          • Onboard Veracode to DevOps Change Velocity - Workspace
          • Onboard Veracode to DevOps Change Velocity - Service Catalog
          • Onboard Veracode to DevOps Change Velocity - Classic
          • Configure Veracode scans on your pipeline
          • Associate orchestration tool from Veracode tool record and vice-versa
          • Additional info - Veracode
            • Security scan results
            • Change policies based on security summary tables
        • Checkmarx integration with DevOps Change Velocity
          • Onboard Checkmarx to DevOps Change Velocity - Workspace
          • Onboard Checkmarx to DevOps Change Velocity - Service Catalog
          • Onboard Checkmarx to DevOps Change Velocity - Classic
          • Configure Checkmarx scans on your pipeline
          • Associate orchestration tool from Checkmarx tool record and vice-versa
        • Harness integration with DevOps Change Velocity
          • Onboard Harness to DevOps Change Velocity - Workspace
          • Configure webhooks in Harness manually
        • User-created integrations in DevOps Change Velocity
          • DevOps test tool integration
            • Configure a test tool in DevOps
            • Add test results to change requests using test API
            • Add attachments to change requests using attachment API
          • DevOps user-created security tool integration
            • Configure user-created security tool
            • Integrate security tools with GitLab
          • DevOps user-created orchestration tool integration
          • Create a DevOps tool integration
          • Creating DevOps subflows
          • Add custom fields for a planning tool integration
          • Create a tool integration from the DevOps Change Workspace
            • Creation of webhooks to send inbound events to DevOps Change Velocity using token
        • Update third-party tool credentials in DevOps Change Velocity
          • Notifications on tool credential expiration
      • Applications in DevOps Change Velocity
        • Create an application - Workspace
        • Associate tool objects to applications - Workspace
        • Create an application - Classic
        • Associate tool objects to applications – Classic
      • Accelerating your DevOps change process
        • Customizing DevOps flows
        • Automate DevOps change request creation
        • Create a DevOps Change request and associate existing DevOps data — Workspace
        • Create a DevOps Change request and associate existing DevOps data — Classic
        • DevOps change request without mandating category as DevOps
        • Change request creation with DevOps data retrieval errors
        • Artifacts and packages
          • Commits included in DevOps change request
        • DevOps Pipeline UI
        • Configuring DevOps change request details within the pipeline
        • DevOps change models
          • Update change model in pipeline
        • Retrieve change request data using DevOpsChangeRelationshipHelper script
        • Manage Pull Requests (PR) or Merge Requests in DevOps Change Velocity
        • DevOps change request attributes
      • Managing DevOps Change Velocity
        • Onboard a new tool using DevOps generic playbook
        • Additional information for onboarding DevOps tools and apps using the Service catalog
          • Importing historical data for DevOps tools
        • Cloning guidelines for DevOps Change Velocity
        • Check permissions and update credentials for tools — Workspace
          • Permissions required for DevOps tools
        • Configure webhooks from the tool record
        • Test webhooks manually
        • Tool throttling
        • Retry errored inbound events
        • Customized lists
        • Deleting a record in DevOps Change Velocity
        • Map spoke alias as parent alias for new DevOps tool
        • Delete orphan connection and credential aliases
        • Implement custom actions for pipelines using generic Docker container image
        • Run health scans for DevOps Change Velocity
        • Manual configuration mode in DevOps
        • Inbound event table data archiving and cleanup
        • Data archiving rules for DevOps tables
        • DevOps Retry Policy
        • Commits and task executions in DevOps
        • Associating multiple work items to a commit in DevOps
        • Filter ignorable DevOps events
        • Disable recommendation prompts
      • DevOps Insights reports
        • DevOps Insights dashboard - Workspace
        • Group DevOps applications into a product
        • DevOps Insights properties
      • DevOps Change Velocity reference
        • Components installed with DevOps Change Velocity
        • DevOps Change Velocity properties
        • DevOps System Health dashboard
        • DevOps log levels
        • Common errors in DevOps Change Velocity
        • Software Quality Results
        • Domain separation and DevOps Change Velocity
        • DevOps Insights Standard dashboard - Classic
        • DevOps Change Velocity APIs
    • DevOps Config
      • Exploring DevOps Config
        • DevOps Config and DevOps Change Velocity
        • Using an app in DevOps Config
        • DevOps Config powered by CDM and PaCE
        • DevOps Config terms
      • Configuring DevOps Config
        • Install DevOps Config
          • Install DevOps Config Policy content pack
          • Install DevOps Config Exporter content pack
        • Create an application in DevOps Config
          • Create a CDM application that generates a new service in the CMDB
          • Create a CDM application that is based on an existing service in the CMDB
        • Create and update a deployable
          • Delete a deployable
        • Uploading your config data
          • Preparing an application for config data upload
          • Add the nodes that will contain config data to a new CDM application
          • Parsing of XML files in CDM
          • Parsing of CSV files in CDM
        • Define policies in DevOps Config
        • Mapping policies in DevOps Config
          • Map policies to a deployable
        • Define exporters in DevOps Config
        • Configure your pipeline in DevOps Config
        • Run validation in DevOps Config
        • Fix the data that caused a validation failure
        • CDM system properties
      • Integrating your pipeline in DevOps Config
        • Azure DevOps pipeline tasks
        • Jenkins pipeline actions
        • GitHub pipeline actions
      • Using DevOps Config
        • Viewing and editing config data
          • Define or update a component
          • Define or update a collection in an application
          • Create or update a variable CDI
          • Manage files in the config data model using file nodes
        • Compare config data of two CDM applications
          • Types of differences between CDM applications
        • Changesets and version control in CDM
          • Open a changeset to update config data
          • Conflicts between changeset commits
          • View the history of changes to a changeset
          • Delete a changeset
          • Delete a CDM application
        • Compare changesets from the same or different CDM applications
        • Validating and correcting configuration data
          • Validate a snapshot manually
          • View the results of snapshot validation
          • View the execution record for a policy run
          • Adding warning and failure messages to validation results — CdmPolicyUtil
        • Sharing components among applications — Component libraries
          • Working on component libraries with a unified view
          • Create or update a component library
          • Activate a component library
          • Delete a component library
          • Add or update a shared component in a component library
          • Publish or unpublish a shared component version
          • Request to include a component to a component library
          • Accept or reject a component request for inclusion in a component library
          • Manage shared components in a CDM application
        • View snapshots
          • Publish or unpublish a snapshot
        • Compare snapshots from the same or different applications
        • Compare two snapshots of a deployable
        • Export a snapshot
          • Test an exporter and export a snapshot
          • Generate API invocation code for an exporter
          • Create a custom exporter
          • View the history of exporter executions
          • Delete an exporter
          • Archive an exporter
          • Set the purge period for records of exporter executions
        • Investigate an alert that involves a change to config data
      • Analytics and reporting using the DevOps Config Insights dashboard
      • DevOps Config reference
        • Update the associations for a deployable
        • Types of configuration data supported by DevOps Config
        • CDM data model
          • Contextual variables for config data
        • APIs and DevOps Config
        • DevOps Config roles
          • Roles in CDM
        • How encrypted data is handled
        • Domain separation and DevOps Config
          • Domain separation and CDM
        • Default DevOps Config policies
          • Generic policies
          • Kubernetes policies
          • OpenShift policies
        • Default DevOps Config exporters
    • Digital Product Release
      • Exploring Digital Product Release
        • Digital Product Release Workspace
        • Release for a product or service
        • Holiday schedules in a release
        • Release dashboards in Digital Product Release
          • Release Overview dashboard
          • Release Quality dashboard
          • Release dashboard for a multi-product release
          • Release Overview dashboard for a multi-product release
      • Configuring Digital Product Release
        • Install Digital Product Release
        • Migrate data from Release Management v2 to Digital Product Release
        • Integrate external tools from Digital Product Release Workspace
        • Create a release calendar
        • Create a release readiness target
        • Create an approval definition in Digital Product Release
        • Define policies in Digital Product Release
        • Create a release template
      • Using Digital Product Release
        • Request a new product or service
        • Manage product hierarchy using Included products
        • Create a release for a product or service
        • Create a release with a wizard
        • Define release scope using product enhancements
          • Add a product feature to a product or service
          • Add an enhancement to a product or service
          • Add a product enhancement from an epic
        • View and manage data from external tools
        • Plan product enhancements into different releases
        • Manage releases for digital products and services
          • Managing a timeline-oriented release
            • Work on a timeline-oriented release for a single product or service
            • Work on a timeline-oriented release for multiple products
          • Managing a stage-oriented release
            • Work on a stage-oriented release for a single product or service
            • Work on a stage-oriented release for multiple products
          • Managing multiple releases through release bundles
            • Create a release bundle
            • Track multiple releases from a release bundle
          • Review and update release details
          • Update the scope of a release
          • Manage change requests in a release
          • Manage artifacts in a release
          • Retarget a release
          • Close a release
        • View releases planned in a release readiness target
      • Digital Product Release Policy Content Pack
        • Digital Product Release data collectors
        • Digital Product Release policies
      • Digital Product Release reference
        • Components installed with Digital Product Release
        • Digital Product Release properties
        • Approval definition form
        • Release readiness target form
        • Request new product or service form
        • Release form
        • Release key date form
        • Policy status aggregation
    • Digital End-User Experience
      • Exploring Digital End-User Experience
        • DEX Architecture
        • DEX Subscription
      • Configuring Digital End-User Experience
        • DEX system requirements
        • DEX installation and initial configuration
          • Install Digital End-User Experience
          • Create an ACC registration key
          • Test connectivity to the ServiceNow instance
          • Install Agent Client Collector for DEX on Windows using a one-line installer
            • Run Agent Client Collector as a local system account user
            • Run Agent Client Collector as a managed group user
          • Install Agent Client Collector for DEX on macOS using a one-line installer
          • Test Agent Client Collector connectivity
          • Enable DEX browser extension for monitoring web applications
          • Onboard for DEX Application & Device Health
          • Configure MID-less Agent Client Collector for DEX
          • Convert MID-based ACC to MID-less ACC
          • Configure Agent Client Collector to use a proxy for all traffic
          • Switch ACC from one instance to another
        • DEX administration
          • Manage your system compliance report
          • Add an application for monitoring
          • Edit application details
          • Add a logo for your application
          • Enable application monitoring
          • Turn off application monitoring
          • Delete an application from the monitoring list
          • View application administrators
          • Terminate a process on your device
          • Create metric rules
            • Specify the configuration item for metric rules
            • Define alert metric criteria
            • Add an alert action
            • Define metric rule name and status
          • DEX alert grouping
          • Deactivate DEX alert grouping
          • Activate or deactivate metric rules
          • Edit metric rules
          • Delete metric rules
          • Managing the collection of the DEX metrics
            • Change the metrics collection frequency
            • Modify the collected metrics for specific criteria
          • Set up file management
          • Set up Windows registry keys
        • Setting up DEX Desktop Assistant
          • Download Desktop Assistant
            • Download Desktop Assistant for Windows
            • Download Desktop Assistant for Mac
          • Configure OAuth details
          • Uninstall DEX Desktop Assistant
          • Change Home page title and description
          • Enable or disable notifications
          • Enable Virtual Agent or chat
          • Map a card to a section
          • Delete a card from the Home page
          • Add a section in the Home page
          • Delete a section from the Home page
      • Monitoring devices and applications with DEX Application & Device Health
        • Accessing DEX Application & Device Health
          • Landing page
          • DEX Insights
          • Users
          • Applications
          • Devices
          • User and device details
          • DEX Administration
        • Open DEX Application & Device Health
        • DEX application and device health
          • Monitor system performance
          • View actions in the Digital End-User Experience Action Library
          • Monitor your user apps network
          • View metrics of an installed application
          • View metrics of a web application
          • View client health with MCM
          • View the user device details
          • View the domain or URL for a web/SaaS application
          • View application publisher
          • View the support group for an application
          • View agent policies
        • DEX insights and lists
          • View all active users
          • View system compliance
        • Using metric rules for Digital End-User Experience
          • View alerts generated from metric rules
      • Using DEX Desktop Assistant
        • Accessing Desktop Assistant
        • Open Desktop Assistant
        • Desktop Assistant notifications
          • Update the recipient list for Major Incident Management updates based on application usage
        • Chat using Now Assist with Virtual Agent
        • View notifications
        • Test the internet connection of your system
        • Open Employee Center
        • Open outages
        • View Desktop Assistant usage metrics
      • Digital End-User Experience reference
        • DEX Application & Device Health reference
          • Installed with DEX
          • Landing page cards
          • DEX Insights reports
          • Users list
          • Applications list
            • Web application Overview page
            • Web application Performance page
            • Web application — Users section
            • Web application — Trends section
            • Installed application Overview page
            • Installed application Performance page
            • Installed application — Client health page
            • Installed application — Users section
          • Devices list
          • User and device details pages
            • Device health page
            • Applications page
            • Running processes page
            • Application performance pages
            • Advanced app metrics page
            • Device metrics page
            • Network experience pages
            • Access page
          • Administration cards
            • Application management card
            • New web or installed application form
            • Edit web or installed application form
            • Metric rules page
        • DEX Content Playbook reference
          • DEX policies for Mac
          • DEX policies for Windows
          • DEX check definitions for Mac
          • DEX check definitions for Windows
        • DEX Desktop Assistant reference
          • Desktop Assistant usage metrics
          • Components installed with Desktop Assistant
          • Application Registries form
          • Resolve the loading failure of your DEX Desktop Assistant screen
          • API parameters to customize Desktop Assistant notifications
        • Digital End-User Experience properties and settings
      • Digital Experience Score​
        • Exploring Digital Experience Score​
          • Metric scores in Digital Experience Score​
        • Configuring Digital Experience Score​
          • Install Digital Experience Score​
            • Load Digital Experience Score​ demo data
            • Delete Digital Experience Score​ demo data
          • Customize DEX score metric definitions
          • Define qualitative mapping for a DEX Score metric
          • Update DEX Score survey configuration
        • Tracking digital experience using Digital Experience Score​ dashboard
          • Track application experience scores
          • Track experience scores of an individual application
          • Track device experience score
          • Track experience scores of an individual device group
        • Digital Experience Score​ reference
          • Components installed with Digital Experience Score​
          • Components installed with Digital Experience Feedback Survey
          • Digital Experience Score​ properties
          • DEX Score metric definitions
          • DEX Score metric definition form
          • DEX Score survey configuration form
          • DEX Score metrics calculation
          • DEX Score normalization for metric scores
          • Data collection frequency for DEX Score metrics
      • Proactive Engagement
        • Exploring Proactive Engagement
        • Configuring Proactive Engagement
          • Setting up Proactive Engagement
          • Configuring Proactive Engagement resolutions with DEX
          • Configuring Email as a notification channel for Proactive Engagement
          • User Criteria Settings
        • Using Proactive Engagement
          • Employee engagement experience through Proactive Engagement
          • Agent-experience-through Proactive Engagement
          • Proactive Engagement solution
          • Metric rule triggering Proactive Engagement through alerts
          • Proactive Engagement life-cycle management
        • Proactive Engagement reference
          • Components installed with Proactive Engagement
          • Resolution for Proactive Engagement
          • Remedial action
          • Input parameters for Remedial action in Proactive Engagement
          • Engagement Settings for Proactive Engagement
          • Limitations in Proactive Engagement
          • Proactive Engagement use cases
      • Digital End-user Experience Self-service
        • Exploring Digital End-user Experience Self-service
        • Configuring Digital End-user Experience Self-service
          • Enable DEX Self-service for issue configurations
          • Customize DEX Self-service issue configurations
          • Configuring DEX Self-service categories and sub-categories
          • Configuring DEX Self-service device actions
        • Using Digital End-user Experience Self-service
          • Check your device's health using Employee Center
          • Check your device's health using Desktop Assistant
          • Check your device’s health using Now Assist for ITSM
        • Digital End-user Experience Self-service Reference
          • Components installed with DEX Self-service
          • DEX Self-service categories form
          • DEX Self-service issue configuration form
          • DEX Self-service device actions form
          • Issue config in Digital End-user Experience Self-service
          • Device heath check calculation
    • Digital Portfolio Management
      • Exploring Digital Portfolio Management
        • Digital Portfolio Management Workspace homepage
        • Digital Portfolio Management life-cycle management
          • View service and service offering details
          • View business application details
          • View application service details
        • KPI groups in Digital Portfolio Management
        • DevOps value stream metrics in Digital Portfolio Management
      • Configuring Digital Portfolio Management
        • Activate Digital Portfolio Management
        • Use the Admin Center in Digital Portfolio Management
          • Configure page headers in the DPM Admin Center
          • Configure the Info tab in the DPM Admin Center
          • Configure personal portfolio solution cards in the DPM Admin Center
          • Configure scheduled email reports in DPM Admin Center
          • View relationships of business applications and application services in the DPM Admin Center
        • Apply the CSDM guidelines to Digital Portfolio Management
          • CSDM terms for Digital Portfolio Management
        • Integrate Digital Portfolio Management with other ServiceNow applications
          • View service and service offering data in Digital Portfolio Management
          • View business application data in Digital Portfolio Management
          • View application service data in Digital Portfolio Management
        • Configure KPI groups in Digital Portfolio Management
          • Create KPI groups and mappings in Digital Portfolio Management
          • Configure KPIs in Digital Portfolio Management with service availability example
          • Copy a KPI group to create a new KPI group in Digital Portfolio Management
          • Update KPIs in Digital Portfolio Management
        • Configure Needs attention panels in Digital Portfolio Management
        • Configure the Digital Portfolio Management experience
        • Relate business capabilities to view in Digital Portfolio Management
        • Configure Digital Portfolio Management to integrate with Process Mining
        • Create Process Mining projects for KPI groups in Digital Portfolio Management
      • Getting started with Digital Portfolio Management
        • Personalize the Digital Portfolio Management Workspace homepage
        • Create custom record views
        • Navigate enterprise portfolios in Digital Portfolio Management
      • Work with portfolios in Digital Portfolio Management
        • Personal portfolios
          • Create a personal portfolio in Digital Portfolio Management
        • Enterprise portfolios
          • Navigate portfolio types in Digital Portfolio Management
          • Navigate service enterprise portfolio templates
          • Create enterprise portfolios
          • Create enterprise service portfolios using a template
      • Work with solution data in Digital Portfolio Management
        • Work with Needs attention panels in Digital Portfolio Management
        • View relationship maps in Digital Portfolio Management
        • Create demand from Digital Portfolio Management
        • Create an improvement initiative from Digital Portfolio Management
        • List modules
        • Work with lists in Digital Portfolio Management
      • Digital Portfolio Management reference
        • Roles for Digital Portfolio Management
        • Digital Portfolio Management homepage default solution cards
        • Personal and enterprise portfolio reference
        • KPI groups installed with Digital Portfolio Management
        • Digital Portfolio Management related applications and data sources
        • Process Mining components for Digital Portfolio Management
        • Digital Portfolio Management persona
        • Digital Portfolio Management views
        • Domain separation and Digital Portfolio Management
    • ITSM Virtual Agent
      • Exploring ITSM Virtual Agent
      • Setting up ITSM Virtual Agent
        • Set up ITSM Virtual Agent
        • Set up the Local Admin Access topic
        • Set up actionable notifications for ITSM Virtual Agent
        • Set up Issue Auto Resolution for ITSM Virtual Agent
        • Enabling dialog intelligence
      • Using ITSM Virtual Agent pre-built topics
        • IT Issues pre-built topics for ITSM Virtual Agent
        • Self-Service pre-built topics for ITSM Virtual Agent
        • Citrix session pre-built topics for ITSM Virtual Agent
        • Password management topics for ITSM Virtual Agent
        • Microsoft Office 365 Group pre-built topics for ITSM Virtual Agent
        • Microsoft Active Directory pre-built topics for ITSM Virtual Agent
        • Microsoft Exchange Online meeting management pre-built topic for ITSM Virtual Agent
        • Microsoft Exchange Server meeting management pre-built topics for ITSM Virtual Agent
        • Virtual machine pre-built topics for ITSM Virtual Agent
        • Pre-built setup topics for Virtual Agent
        • Fulfiller pre-built topics for ITSM Virtual Agent
        • Reusable ITSM Virtual Agent pre-built topic blocks
          • Employee Experience topic blocks
      • ITSM Virtual Agent pre-built actionable notifications
        • Actionable notifications for incidents in ITSM Virtual Agent
        • Actionable notifications for Service Catalog requests in ITSM Virtual Agent
        • Actionable notifications for approvals in ITSM Virtual Agent
        • Actionable notifications for Password Reset for Virtual Agent
        • Actionable notifications for virtual machines in ITSM Virtual Agent
        • Actionable notifications for Issue Auto Resolution in ITSM Virtual Agent
        • Issue Auto Resolution for ITSM Virtual Agent
          • Enabling AI Search in Issue Auto Resolution
        • Tracking deflections in ITSM Virtual Agent
    • ITSM Virtual Agent Lite
      • Setting up ITSM Virtual Agent Lite
        • ITSM Virtual Agent Lite pre-built topics
    • Walk-up Experience
      • Exploring Walk-up Experience
        • Key features of Walk-up Experience
        • Devices required to deliver Walk-up Experience
      • Configuring Walk-up Experience
        • Walk-up Experience administration
          • Activate Walk-up Experience
        • Walk-up Experience portal security and access
        • Configure the Walk-up Experience portal
        • Configure Walk-up Experience service channel
        • Create or modify Walk-up Experience schedules
        • Book Walk-up Experience appointments
          • Walk-up Experience appointment booking administration
            • Enable Walk-up Experience appointment booking
            • Configure Walk-up Experience appointment booking
              • View or modify a Walk-up Experience appointment booking configuration
              • Create a record producer to capture Walk-up Experience appointment records
              • Create or modify a Walk-up Experience appointment booking service configuration
                • Configure day-level appointment booking
              • Configure daily schedules for Walk-up Experience appointment booking
              • Configure excluded hours for Walk-up Experience appointment booking
              • Activate and configure appointment booking reminders for Walk-up Experience
            • Configure Variable time slots for appointment booking
              • Configure variable time slots for appointment booking
            • Configure maximum multiple appointments
            • Configure appointment type
        • Create or modify a Walk-up Experience stockroom
        • Create or modify Walk-up Experience locations
        • Walk-up Experience kiosk
          • Create a kiosk at a location
        • Configure skill-based routing in Walk-up Experience
          • Route walk-up tasks to skilled agents
        • Create or modify Walk-up Experience notifications
        • Configure Walk-up Experience customer satisfaction surveys
          • Create or modify a Walk-up Experience customer satisfaction survey
        • Remove a Walk-up Experience location
        • Integrate Microsoft Office 365 calendar with Walk-up Experience
          • Set up Microsoft Office 365 integration for Walk-up Experience
            • Register an application using the Microsoft Azure portal
            • Register Microsoft Exchange Online as the OAuth provider
            • Create credential records for the Microsoft Exchange Online spoke
            • Create connection records for the Microsoft Exchange Online spoke
        • Badge Reader Integration for Walk-up Experience
          • Activate Badge Reader Integration
            • Installed with Badge Reader Integration
          • Walk-up Experience Badge Reader Integration setup and configuration
            • Create or modify Badge Reader Integration event handlers
            • Define and register a badge reader device using the badge reader client
            • Define and register a badge reader device manually
            • Define a user badge configuration
            • Request activation approval for a badge reader device
            • Configure Walk-up Experience for Badge Reader Integration
            • Customize badge Reader Integration
        • Enable Self-Service online check-in for Walk-up Experience
        • Configure Walk-up Experience online check-in icon to appear on Service Portal
      • Plan your walk-up experience visit with Employee Center
      • Manage Walk-up Experience queue and interaction
        • View Walk-up Experience inbox
        • View assigned Walk-up Experience locations
        • Manage automatically assigned Walk-up Experience interactions
        • Manage Walk-up Experience interactions manually
        • View Walk-up Experience location stockroom and assets
          • Use platform view to fulfill a Walk-up Experience request from a stockroom
        • Use Agent Assist to expedite Walk-up Experience fulfillment
        • View and manage Walk-up Experience appointments in Agent Workspace
          • Work on Walk-up interaction
          • Create an appointment through incident
        • View and manage Walk-up Experience appointments from application navigator
      • Monitoring Walk-up Experience performance
      • Walk-up Experience on Now® Mobile
        • Book an appointment at a Walk-up Experience Tech Lounge
        • Modify an appointment at the Walk-up Experience Tech Lounge
        • Join a queue at the Walk-up Experience Tech Lounge
        • Leave a queue at the Walk-up Experience Tech Lounge
      • Walk-up Experience reference
        • Domain separation and the Walk-up Experience application
        • Components installed with Walk-up Experience
        • Quick start tests for Walk-up Experience
        • View Badge Scanner Integration scan logs
    • Workforce Optimization for ITSM
      • Exploring Workforce Optimization for ITSM
      • Getting started with Workforce Optimization for ITSM
        • Activate Workforce Optimization for ITSM
        • Configuring groups in Workforce Optimization for ITSM
          • Assign a primary assignment group for each agent
        • Admin Console in Workforce Optimization for ITSM
          • Define groups as WFO assignment groups in the Admin Console in Workforce Optimization for ITSM
          • Define access to each application in the Admin Console in Workforce Optimization for ITSM
      • Channels in Workforce Optimization for ITSM
        • Example for using channel management in Workforce Optimization for ITSM
        • Setting up Channels in Workforce Optimization for ITSM
          • Add service channels and queues
          • Create assignment rules and groups
          • Configure KPIs for service channels
          • Configure KPIs for agents
          • Configure KPIs for queues
          • Configure supervisor lists for service channels
          • Schedule the generation of a daily report
          • Channel Management extension point in Workforce Optimization for ITSM
        • Routing work items using Channels in Workforce Optimization for ITSM
          • Monitor ongoing work in service channels and queues​
          • Manage service channels and queues
          • Assist agents by joining their chat conversation
          • Allocate work items manually to agents
          • Track and analyze agent's performance
          • Override channel capacity for an agent
          • Using Voice with Workforce Optimization for ITSM
            • Associate Amazon Connect queues for ITSM to a ServiceNow instance
            • Listen in to an agent call
            • Analyze transcripts and sentiments for the Amazon Connect phone channel
          • Analyze skills for your teams in Workforce Optimization for ITSM
        • Channel Management components in Workforce Optimization for ITSM
      • Scheduling in Workforce Optimization for ITSM
        • Example for using scheduling in Workforce Optimization for ITSM
        • Setting up Scheduling in Workforce Optimization for ITSM
          • Configure the due date logic for shift approval flows
          • Configure event categories for the ITSM Manager Workspace
            • Configure an event load order in Workforce Optimization for ITSM
          • Create or enable access to event types to add them to the team calendar
          • Event type extension points in Workforce Optimization for ITSM
          • Synchronize agent calendar in Workforce Optimization for ITSM with the Microsoft Outlook calendar
            • Set up the Workforce Optimization for ITSM agent calendar integration with their Microsoft Outlook calendar
        • Scheduling your teams' work in Workforce Optimization for ITSM
          • Create a shift plan
          • Create a schedule plan
          • Enable your teams to sign up for work shifts
          • Publish a schedule plan for visibility into team coverage
          • Track and manage your teams' schedule
          • Analyze your staff alignment using Demand Forecast
          • Understanding user criteria for event types in Workforce Optimization for ITSM
            • Create user criteria for event types in Workforce Optimization for ITSM
            • Include or exclude user access for event types​
            • Verify access criteria for a group or a team member in Workforce Optimization for ITSM
          • Add events to the team calendar
          • Swap your agents' shifts in Workforce Optimization for ITSM
        • Scheduling components in Workforce Optimization for ITSM
        • Schedule Adherence in Workforce Optimization for ITSM
          • Monitor schedule adherence of your agents
          • Use time-worked summary to analyze agent schedule adherence and conformance
          • Schedule adherence extension points in Workforce Optimization for ITSM
          • Configure properties for schedule adherence and conformance
        • Demand Forecast in Workforce Optimization for ITSM
          • Setting up Demand Forecast in Workforce Optimization for ITSM
            • Configure Demand Forecast
              • Define the minimum and maximum number of agents to forecast demand
            • Modify forecast parameters to visualize forecast data
            • Create a manual adjustment for a forecast
            • Demand Forecast components in Workforce Optimization for ITSM
      • Work scheduler in Workforce Optimization for ITSM
        • Setting up Work scheduler in Workforce Optimization for ITSM
          • Customize a Work Scheduler card using the Next Experience UI Builder
          • Set up a work configuration
          • Create a Work scheduler card using the Next Experience UI Builder
            • Create a client state parameter for Work scheduler
            • Create page scripts for Work scheduler
            • Define the workItem property in the Work scheduler page configuration
            • Define event mappings for Work scheduler
            • Configure container components for Work scheduler
            • Configure a Work scheduler card heading component
            • Configure a display type component for a Work scheduler card
            • Configure an avatar component for Work scheduler
            • Associate a work scheduler card to the work configuration
          • Create extension points for Work scheduler
        • Assigning work using Work Scheduler in Workforce Optimization for ITSM
          • Assign work based on your teams' skills and capacity
          • Create a criteria for a matching rule in Work scheduler
            • Matching criteria for work items in Work scheduler
        • Work Scheduler components in Workforce Optimization for ITSM reference
      • Teams in Workforce Optimization for ITSM
        • Example for using teams in Workforce Optimization for ITSM
        • Setting up Teams in Workforce Optimization for ITSM
          • Add a system property to set default date range in Workforce Optimization for ITSM
          • Create KPI groups to monitor team performance
          • Copy a KPI group
          • Create a threshold for each KPI in a KPI group
          • Add managers to a KPI assignment group
        • Analyzing team performance using Teams in Workforce Optimization for ITSM
          • Add KPI targets for agents
          • Analyze the performance trends for your teams
          • Get insights into performance of your team
          • View the performance data of your team for a specific date
        • Teams components in Workforce Optimization for ITSM
      • Coaching in Workforce Optimization for ITSM
        • Example for using Coaching in Workforce Optimization for ITSM
        • Setting up Coaching in Workforce Optimization for ITSM
          • Configure an indicator to display in the Coaching Overview tab in Workforce Optimization for ITSM
          • Configure a list menu to display in the Learning tab in Workforce Optimization for ITSM
          • Integrate Coaching With Learning with third-party learning management systems
            • External Content Integration Sources
        • Training your teams using Coaching in Workforce Optimization for ITSM
          • Coaching Overview page
          • Learning in Workforce Optimization for ITSM
            • Create a course catalog in Workforce Optimization for ITSM
            • Create a learning library
            • Create internal learning content
            • Access external courses using Coaching with Learning
            • Assign a course item to agents
            • Create a learning path in Workforce Optimization for ITSM
            • Assign a learning path to agents
            • Create a learning task
            • Analyze quiz details in Workforce Optimization for ITSM
          • Surveys in Workforce Optimization for ITSM
            • Assess the quality of your agent's completed tasks
            • Create a survey in Workforce Optimization for ITSM
            • Assign a survey to agents or groups
        • Coaching components in Workforce Optimization for ITSM
      • Skills Management in Workforce Optimization for ITSM
        • Setting up skill prediction in Workforce Optimization for ITSM
          • Use extension points for skill prediction
        • Adding skills to agents' skill set in Workforce Optimization for ITSM
          • Add or update skills using Workforce Optimization for ITSM
          • Approve or reject recommended skills in Workforce Optimization for ITSM
        • Initiate a skill review for teams or groups
        • Approve or reject a skill review request
        • Routing work based on skills in Workforce Optimization for ITSM
          • Automatically add skills to incidents or interactions in Workforce Optimization for ITSM
        • Skill review request components in Workforce Optimization for ITSM
        • Skill Recommendation components in Workforce Optimization for ITSM
      • Applaud in Workforce Optimization for ITSM
        • Recognize your teams using Applaud in Workforce Optimization for ITSM
          • Give your teams or teammates applause in Workforce Optimization for ITSM
          • Analyze your teams' recognition activity in Workforce Optimization for ITSM
        • Applaud components in Workforce Optimization for ITSM
        • Extension points for Applaud
      • Integrating Process Mining with Workforce Optimization for ITSM
        • Setting up the integration of Process Mining with Workforce Optimization for ITSM
          • Create Process Mining templates
          • Workforce Optimization for ITSM integration with Process Mining components
        • Identifying bottlenecks using Process Mining integration with Workforce Optimization for ITSM
          • Create a Process Mining project for a KPI group
      • Advanced configurations for Workforce Optimization for ITSM
        • Workforce Optimization for ITSM reference
          • Workforce Optimization ITSM Manager Workspace components
          • Workforce Optimization for ITSM components
        • Domain separation and Workforce Optimization for ITSM
        • Global Search in Workforce Optimization for ITSM
        • Requesting time-off using the ITSM Mobile Agent for Workforce Optimization for ITSM
          • Notifications in ITSM Mobile Agent for Workforce Optimization for ITSM
          • Make a request to swap shifts or take time off using the Mobile Agent application
          • Approve or reject a shift swap using the ITSM Mobile Agent application
          • Track and manage your agent's schedule using the ITSM Mobile Agent application
        • Workforce Optimization for ITSM landing pages
          • Workforce Optimization for ITSM manager landing page
          • Workforce Optimization for ITSM Channels landing page
          • Workforce Optimization for ITSM Coaching landing page
        • Customize a Workforce Optimization for ITSM page using the Next Experience UI Builder
        • Configure filters for ITSM Manager Workspace
        • Add or remove access to assignment groups in Workforce Optimization for ITSM manager workspace
          • Using extension points to include access for specific groups in Workforce Optimization for ITSM manager workspace
          • Exclude access for specific groups in Workforce Optimization for ITSM manager workspace
          • Verify the display of the right groups in Workforce Optimization for ITSM
    • Incident Communications Management
      • Exploring Incident Communications Management
        • Incident communication plan state model
          • Incident communication plan state model (old)
      • Configuring Incident Communications Management
        • Install and activate Incident Communications Management
      • Managing Incident Communications
        • Communication plan definition
        • Communication task definition
        • Communication contact definition
        • Communication channel definition
        • Create adhoc incident communication plan
          • Create adhoc incident communication plan from Incident Communications Management
          • Create adhoc incident communication plan from incident
        • Create adhoc incident communication task from Incident Communications Management
        • Incident Communications Management and Contacts
          • Responsibilities for Incident Communication Plan
          • Define contact responsibilities
          • Create a contact definition
          • Create a default override
          • Add a user as a contact
        • Close an incident communication plan
        • Initiate conference call on incident communication task
        • Join or end conference call on incident communication task
        • Send communication updates
        • Run an incident communication plan report
        • Subscribe to incident communication notifications
      • Incident Communications Management reference
        • Components installed with Incident Communications Management
        • Domain separation and Incident Communications Management
        • Incident Communications Management integrations
          • Notify with Incident Communications Management
    • Incident Management
      • Exploring Incident Management
        • Life cycle of an Incident
      • Configuring Incident Management
        • Quick start tests for Incident Management
        • Incident Management properties
        • Incident categories and subcategories
          • Configure incident category or subcategory
          • Add a category or a subcategory
          • Delete a category or a subcategory
        • Define priority lookup rules
        • Define assignment rules for incidents
        • Incident templates and record producers
          • Create incident template
          • Create a module that uses incident template
          • Create a record producer to log incidents
          • Create a record producer using a template
        • View incident notifications
          • Email notification redirection for incident and major incident
        • Configure default user for auto-closing incidents
        • Applying CSDM guidelines to Incident Management
          • Incident Management and CSDM tables
          • Incident Management use case
          • Set up the Incident Management form
          • Incident Management considerations
        • Incident ticketing integrations
          • Uni-directional incident ticketing integrations
          • Bi-directional incident ticketing integrations
        • Configuring Microsoft Outlook to create incidents and VTB tasks
          • Activate the ServiceNow Add-in for Microsoft Office
          • Deploy the ServiceNow Add-in for Microsoft Outlook
      • Managing incidents
        • Logging an incident
        • Create an incident
        • Capture information on affected configuration items in an incident
        • Create a template from the incident form
        • Apply a template in the Incident form
        • View VIP status for a caller in incident
        • Use Microsoft Outlook to create incidents and VTB tasks
        • Create an incident task
        • Synchronization between an incident and its incident tasks
        • Create a record from incident
        • Create a request from an incident
        • Copy an incident or create a child incident
        • Synchronization between a parent and a child incident
        • Enable the display of incident special handling notes
        • Create a knowledge article from an incident using an article template
          • Create a knowledge article from an incident
        • View affected CIs in the dependency views map
        • Refresh impacted services and CIs for incident
        • Associate CIs with incident
        • Update the resolved incident notification template
        • Incident resolution and closure
          • Resolve and close an incident
          • Configure incidents to close automatically
          • Close multiple incidents from list
          • Create a UI action to close multiple incidents
        • Reopening an incident
        • Incident standard ticket page
          • Configure incident ticket page
      • Managing major incidents
        • Major Incident Management process
        • Major Incident Management plugins
          • Activate Incident Management - Major Incident Management
            • Components installed with Incident Management - Major Incident Management
            • Slack notification installed with Major Incident Management
        • Quick start tests for Major Incident Management
        • Create trigger rules for major incidents
        • Working on major incident management
          • Create a major incident candidate
          • Create a major incident
          • Major incident assignment
          • Accept or reject a major incident candidate
          • Associate multiple incidents with a major incident
          • Reject multiple major incident candidates using the Actions menu
          • Demote a major incident
          • Close a major incident
          • View major incident information on the Incident form
        • Major incident workbench
          • Major incident workbench UI elements
            • Major Incident workbench — Summary tab
            • Major Incident workbench — the Post Incident Report tab
            • The Communicate tab in the Major Incident workbench
            • Major Incident workbench — the Collaborate tab
          • Associate a new post incident report
          • Add communication plan from the major incident workbench
          • Add similar incidents from major incident workbench
          • Access on-call escalation path from major incident workbench
        • Legacy: Major incident overview dashboard
      • Reporting incidents
        • Legacy: Incident Management Platform Analytics Solutions
          • Legacy: ITIL dashboard
          • Legacy: Incident Overview dashboard
          • Legacy: Incident Management dashboard
          • Legacy: Incident Premium dashboard
          • Legacy: Incident Daily 7d - 28d dashboard
          • Legacy: Open Incidents Age Monitor dashboard
          • Legacy: Open Incident State Monitor dashboard
          • Legacy: Open Incidents Reports dashboard
        • Legacy: Incident SLA Management Platform Analytics Solutions
          • Legacy: Incident SLA Management dashboard
          • Legacy: Overdue by State dashboard
          • Legacy: Overdue by Age dashboard
          • Legacy: Overdue Reports dashboard
      • Reference section for Incident Management
        • Domain separation and Incident Management
        • Incident Management data model
        • Incident Management plugins
          • Incident Management Best Practice – San Diego
            • Activate Incident Management Best Practice – San Diego
          • Activate Incident
            • Components installed with the Incident plugin
          • Request Incident Management — Core
          • Request ITSM Roles — Incident Management
            • Components installed with ITSM Roles — Incident Management
          • Activate Business Stakeholder
            • Installed with Business Stakeholder
          • Activate KCS Integration for Incident Management
            • Component installed with KCS Integration for Incident Management plugin
          • Activate Incident Management Notification
          • Activate Incident Updates
          • Activate Incident Management — ATF Tests
        • Features of enhanced security model adoption for incident tables
          • Activate ITSM Enhanced Security Features for Incident Management
        • Incident Management integrations
          • Universal Request integration - Incident Management
            • Request Universal Request integration for Incident Management
            • Create incident from Universal Request
            • Transfer incident
            • Create an associated ticket from an incident
            • Resolve, reopen, or close incident associated with universal request
            • Customize fields copied from Universal Request to incident
            • Restrict an incident access
    • Now Assist for IT Service Management (ITSM)
      • Exploring Now Assist for IT Service Management (ITSM)
        • Supporting information for Now Assist for IT Service Management (ITSM)
      • Configure Now Assist for IT Service Management (ITSM)
        • Skill inputs and triggers for Now Assist for IT Service Management (ITSM)
        • Configure Now Assist in Virtual Agent for ITSM
          • ITSM Virtual Agent pre-built LLM topics
          • Customize a Now Assist Virtual Agent topic
        • Customize a Now Assist for IT Service Management (ITSM) skill
        • Customize a change risk explanation skill
      • Using agentic workflows in IT Service Management (ITSM)
        • Triage and categorize ITSM incidents agentic workflow
        • Investigate and resolve ITSM incidents agentic workflow
        • Manage Microsoft 365 group members agentic workflow
        • Generate post incident reviews agentic workflow
        • Generate change request plans agentic workflow
        • Notify users with Twilio agentic workflow
      • Using Now Assist for IT Service Management (ITSM)
        • Summarize a chat conversation
        • Summarize a Sidebar discussion
        • Summarize an incident
        • Summarize a change request
        • Summarize an incident when reassigning it
        • Explain the risk of a change request
        • Generate the resolution notes for an incident
        • Generate a knowledge article
        • Generate a chat reply recommendation
        • Generate an email response
        • Generate a Major Incident Management email content recommendation
        • Ask questions about an incident by using the Now Assist panel
        • Request the generative AI capabilities in ITSM by using the Now Assist panel
        • Deflect incidents with self-service
        • Analyze sentiments
        • Suggested steps generation
    • On-Call Scheduling
      • Exploring On-Call Scheduling
        • On-Call Scheduling capabilities
        • On-Call Scheduling new schedule engine
      • Configuring On-Call Scheduling
        • Activate On-Call Scheduling
        • Setting up Slack as a contact method
        • Setting up SMS and voice messaging as contact methods
        • Set up Microsoft Teams as a contact method for an on-call escalation
        • Set up mobile push as a contact method for an on-call escalation
      • Viewing schedules and request time-off
        • View On-Call schedules
        • Configure my availability and contact preferences
        • View my group schedules
        • View my personal schedule on the My Schedule report
        • Request time off and suggest who can cover
        • View my On-Call calendar on my calendar app
      • Managing schedules and shifts
        • Enable users to subscribe to the On-Call calendar
        • Configure preferences for a user group
        • Override contact preferences for a shift
        • Configure or update an On-Call shift
          • Configure a roster
          • Update shift details from the On-Call calendar
          • Send or resend reminders of an upcoming shift
          • Configure the lead time for email reminders
          • Manage requests for time off
          • Resolve gaps, conflicts, and time-off requests in a shift
          • Managing roster members
            • Add a new or returning employee to a roster
            • Modify the order of a member in a roster
            • Remove a member from a roster
        • Configure or update an On-Call schedule
          • Updating an On-Call schedule
          • Update a schedule entry
          • Specify the sources of contact information for schedule notifications
          • Manage shifts from the Calendar view
          • Manage shifts from the Timeline view
        • Set a shift to Draft mode while waiting for info
        • Delegate the shift manager [rota_admin] role
      • Viewing On-Call Scheduling reports
        • Run an Escalations report to view who is on call
        • Run a Schedule report to view my schedule
        • Legacy: Viewing Escalation Overview reports
        • Legacy: Viewing the Performance reports for escalations
        • Legacy: Viewing Group Overview reports
      • Defining On-Call Scheduling escalation process
        • Escalations in On-Call Scheduling
          • Designing an escalation process
            • Configure a table for escalation trigger rules
            • Create an escalation trigger rule
            • Create an escalation policy
            • Escalation and reminder settings for rosters
            • Example escalation reports
          • Track the progress of an escalation
          • View details in an escalation log
        • Assigning On-Call Scheduling roles
        • Create a shift template to simplify configuring shifts
        • Create a group template to simplify configuring schedules
      • Mobile experience for On-Call Scheduling
        • Getting started with the On-Call Scheduling mobile app
        • Mobile On-Call Scheduling overview
        • Manage work with ITSM Mobile Agent
        • Manage team with ITSM Mobile Agent
      • Reference for on-call scheduling
        • Definitions of On-Call Scheduling terms
        • Components installed with On-call scheduling
          • Tables installed with On-Call Scheduling
          • Scheduled jobs installed with On-Call Scheduling
        • Quick start tests for On-Call Scheduling
        • System properties for On-Call Scheduling
        • On-Call Scheduling workflows
          • Workflow Activities for On-Call Scheduling
        • Domain separation and On-Call Scheduling
    • Problem Management
      • Exploring Problem Management
        • Problem Management process
          • Life cycle of a problem
          • Life cycle of a problem task
        • Problem Management models
      • Configuring Problem Management
        • Migration Utility
          • Introducing activities for migration
          • Preparing for migration
          • Migration job
            • Resolve blocking modifications
            • Review warning modifications
            • Map problem states
            • Map problem task states
            • Activate Problem Management Best Practice — Madrid — State Model
            • Prepare base plugins
            • Restore base plugins
            • Resolve blocking and warning modifications
            • Migrate active records
            • Migrate inactive records
            • Migrated
            • Modifications
          • Activities to clean up after migration
            • Update dashboard overview
        • Problem Management plugins
          • Activate Problem Management
            • Components installed with Problem Management
          • Activate Problem Management Best Practice — Jakarta
          • Request ITSM Roles — Problem Management
            • Components installed with ITSM Roles — Problem Management
          • Activate Problem Management Best Practice — Madrid
            • Components installed with Problem Management
          • Activate Business Stakeholder
            • Installed with Business Stakeholder
          • Activate Problem Management Best Practice — Madrid — State Model
          • Activate Problem Management Best Practice — Madrid — Knowledge Integration
            • Components installed with Problem Management
          • Activate Problem Management — ATF Tests
        • Configure the problem form
          • Configure the problem form layout
          • Add a field in the assess mandatory field dialog
          • Redesign the problem form
          • Configure problem categories
        • Define an assignment rule for problems
        • Categorize a problem as a major problem
        • Enable Problem Management models
        • Create a problem model
        • Create a problem task model
      • Managing Problems
        • Create a problem
          • Create a problem (legacy)
        • Assess a problem
        • Add multiple incidents to a problem
          • Extension point for Problem Management
        • Associate CIs with Problem
        • Investigate root cause of a problem
        • Resolve and complete a problem
        • Create change request from a problem
        • Add multiple change requests to a problem
        • Create a problem task
        • Assess a problem task
        • Complete a problem task
        • Resolve related incidents from a problem
      • Communicating the outcome of a problem
        • Communicate workaround for Problem
        • Communicate a fix
        • Knowledge articles from problems
          • Use the knowledge check box
        • Create a known error article
        • Post knowledge
      • Legacy: Problem Management Platform Analytics Solutions
        • Legacy: Problem Overview dashboard
        • Legacy: Problem Management dashboard
        • Legacy: Problem Premium dashboard
        • Legacy: Problem daily 7d - 28d dashboard
        • Legacy: Open Problem Age Monitor dashboard
      • Reference section for Problem Management
        • Problem form
        • Problem Task form
        • Problem model form
        • Problem task model form
        • Problem Management model state transition condition form
        • Legacy Problem form
        • Known error article form
        • Data lookup for prioritizing problems
        • Problem management properties
        • Quick start tests for Problem Management
        • Domain separation and Problem Management
        • Data for problem resolution
        • Synchronization between incident and problem records
        • Working with contextual search
    • Release Management
      • Activate Release Management
        • Components installed with Release Management
      • Business stakeholder role for Release Management
      • Domain separation in Release Management
      • Release Management concepts
        • Default state categories for Release and Release task tables
      • Using Release Management v2
        • Product hierarchy in Release Management
        • Define a product in Release Management
        • Define a release in Release Management
        • Define a release phase in Release Management
        • Define scope of a release in Release Management
      • Software control distribution
    • Recommendation Framework
      • Exploring Recommendation Framework
      • Configuring Recommendation Framework
      • Integrating Recommendation Framework with other applications
    • Request Management
      • Request Management architecture
      • Domain separation in Request Management
      • Agent Workspace for Request Management
        • Create a catalog request in Agent Workspace
      • Request Management integration with Universal Request
        • Create a request from Universal Request
        • Requested item state mapping
        • Transfer a request to another department
      • Request ITSM Roles - Request Management
        • Components installed with ITSM Roles — Request Management
      • Activate Business Stakeholder
        • Installed with Business Stakeholder
    • Service Builder
      • Install Service Builder
      • Roles installed with Service Builder
      • Service Builder approval flow
      • Create a service in Service Builder
      • Create a service offering in Service Builder
    • Service Operations Workspace for ITSM
      • Exploring Service Operations Workspace for ITSM
        • Access Service Operations Workspace for ITSM
        • Service Operations Workspace for ITSM user interface
        • Service Operations Workspace for ITSM for ITSM landing page
        • Exploring Recommended Actions for ITSM in Service Operations Workspace
        • Exploring On-call Scheduling in Service Operations Workspace
      • Configuring Service Operations Workspace for ITSM
        • Migration from ITSM Agent Workspace to Service Operations Workspace for ITSM
          • Install the Migration Utility for Service Operations Workspace
          • Configure the migration of a custom ITSM table from ITSM Agent Workspace to Service Operations Workspace for ITSM
          • Create a basic authentication configuration to migrate from ITSM Agent Workspace to Service Operations Workspace for ITSM
          • Migrate from ITSM Agent Workspace to Service Operations Workspace for ITSM
            • Configurations and customizations that can be migrated from ITSM Agent workspace to SOW for ITSM
              • Migration of UI actions and layouts from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Perform post-migration tasks for UI actions and layouts
              • Ribbons migration from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Perform post-migration tasks for ribbons
              • Migration of view rules from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Perform post-migration tasks for view rules
              • New record menu items migration from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Perform post-migration tasks for new records
              • Migration of highlighted fields in lists and forms from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Perform post-migration tasks for highlighted fields in list and forms
              • List actions migration from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Migrate the client script from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Migrate the server script from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Migrate the client action from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Migrate the UI component from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Perform post-migration tasks for list actions
              • List categories and modules migration from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Perform post-migration tasks for list categories and modules
              • Migration of form headers from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Perform post-migration tasks for form headers
              • Migration of search configurations from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Perform post-migration tasks for search configurations
              • Migration of Agent assist from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Perform post-migration tasks for Agent assist configuration
              • Migration of Related list declarative actions from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Migrate the client script from ITSM Agent Workspace to Service Operations Workspace
                • Migrate the server script from ITSM Agent Workspace to Service Operations Workspace
                • Migrate the client action from ITSM Agent Workspace to Service Operations Workspace
                • Migrate the UI component from ITSM Agent Workspace to Service Operations Workspace
                • Perform post-migration tasks for related list declarative form actions
              • Migration of field decorators from ITSM Agent Workspace to Service Operations Workspace for ITSM
                • Migrate the client script from ITSM Agent Workspace to Service Operations Workspace for field decorators actions
                • Migrate the server script from ITSM Agent Workspace to Service Operations Workspace for field decorators actions
                • Migrate the client action from ITSM Agent Workspace to Service Operations Workspace for field decorators actions
                • Migrate the UI component from ITSM Agent Workspace to Service Operations Workspace for field decorators actions
                • Perform post-migration tasks for field decorators form actions
        • Getting started with Service Operations Workspace for ITSM
          • Roles in Service Operations Workspace for ITSM
          • Users in Service Operations Workspace for ITSM
          • Configure the theme for Service Operations Workspace for ITSM
          • Access controls in Service Operations Workspace for ITSM
            • Types of landing pages in Service Operations Workspace for ITSM
            • Configure the audience for the SOW landing page
            • Configure service desk groups to access the Service Operations Workspace landing page
          • Landing page redirection in Service Operations Workspace for ITSM
            • Redirect non-admin users to Service Operations Workspace
            • Redirect agents of a specific group to Service Operations Workspace
            • Disable auto-redirection for all agents to Service Operations Workspace
          • Landing page configurations in Service Operations Workspace for ITSM
            • Configure record creation from the new tab menu in Service Operations Workspace
            • Restore the greeting banner on the landing page
            • Configure the header message on the landing page
            • Configure the space man on the landing page
            • Configure the donut color in the Overview section
            • Configure the donuts in the tier 1 landing page
            • Configure the donuts in the tier 2 landing page
            • Configure the visibility of landing page sections
            • Configure the Announcements section on the landing page
            • Configure the Upcoming section on the landing page
          • Record page configurations in Service Operations Workspace for ITSM
            • Configure the incident record page in SOW for ITSM
            • Configure the change record page in SOW for ITSM
          • Contextual side panel configurations in Service Operations Workspace for ITSM
            • Configure contextual side panel tabs in Service Operations Workspace
            • Configuring Recommended Actions for ITSM in Service Operations Workspace
            • Configure the Agent Assist tab in Service Operations Workspace
              • Edit the table configuration for Agent Assist in Service Operations Workspace
            • Customize the on-call support group recommendations
          • Configure notifications in Service Operations Workspace for ITSM
          • Configure search resources for an interaction in Service Operations Workspace for ITSM
          • Setting up Major Incident Management in Service Operations Workspace
            • Activate Major Incident Management in Service Operations Workspace
            • Configuring Major Incident Management in Service Operations Workspace
              • Assign the Major incident manager role
              • Configure major incident trigger rules
              • Setting up communication templates and plans in Major Incident Management
                • Configure a communication template for email in Major Incident Management
                • Configure a communications template for SMS in Major Incident Management
                • Configure a communication plan in Major Incident Management
              • Assign a playbook to Major Incident Management
                • Designing a major incident playbook
              • Configure email notifications in Major Incident Management
              • Configure the timeline events for a Post Incident Report
          • Configuring Problem Management in Service Operations Workspace
            • Configure the problem form layout in Service Operations Workspace
            • Configure the problem task form layout in Service Operations Workspace
            • Configure problem modals shown during state transitions
            • Configure problem task modals shown during state transitions
            • Configure properties for Problem Management in Service Operations Workspace
            • Create a task type for problem or change in Service Operations Workspace
            • Define priority lookup rules for Problem Management in Service Operations Workspace
            • Enable Problem Management models in Service Operations Workspace
            • Create a problem model in Service Operations Workspace
            • Create a problem task model in Service Operations Workspace
            • View the SLA details for problems
          • Configure IT Agent Dashboard in Service Operations Workspace for ITSM
        • Setting up integrations in Service Operations Workspace for ITSM
          • Setting up Investigation Framework in Service Operations Workspace
            • Setting up investigation framework using Agent Client Collector for Investigation
              • Install Agent Client Collector for Investigation
            • Setting up investigation framework using Microsoft Endpoint Configuration Manager for Investigation
              • Install Microsoft Endpoint Configuration Manager for Investigation
              • Configuring CI metrics for Microsoft Endpoint Configuration Manager for Investigation
                • Configure system overview - msinfo32 metrics
                • Configure system overview - dsregcmd metrics
                • Configure asset utilization metrics
                • Configure processes metrics
                • Configure services metrics
                • Configure logged in users metrics
                • Configure Installed application metrics
                • Configure remedial action - Restart Service
                • Configure remedial actions - End Process
                • Create a script in Microsoft Endpoint Configuration Manager
                • Extend hardware inventory
                • Verify a CMPivot entity
            • Configure a metric definition
            • Configure CI Actions
            • Configure the Remedial Actions Framework
          • Setting up Service Desk assisted Password Reset in Service Operations Workspace
            • Assign the Password Reset Service Desk role to the user
            • Create credential store for Password Reset in Service Operations Workspace
            • Create password reset process in Service Operations Workspace
            • Configure the verification methods for service desk process in Service Operations Workspace
              • Create verification settings
              • Map the password reset process
              • Map the UXF routes
            • Configure the password policies
            • Configure the session properties
          • Setting up Recommendation Framework in Service Operations Workspace
            • Configure Recommendation Framework for an incident in Service Operations Workspace
          • Setting up Recommended Actions for ITSM
          • Setting up AI Search in Service Operations Workspace for ITSM
          • Install Universal Request for Service Operations Workspace
          • Install Universal Task for Service Operations Workspace
        • Admin Center in Service Operations Workspace for ITSM
          • Manage configurations in Service Operations Workspace for ITSM
          • Migrate the existing charts to PAR dashboard in Service Operations Workspace for ITSM
        • Configuring Service Operations Workspace for ITSM to improve your experience
          • Assign the service desk agent role to the user in Service Operations Workspace
          • Reorder the navigation pane modules in Service Operations Workspace for ITSM
          • Configure the inbox in Service Operations Workspace
            • Enable automatic assignment of interactions to an agent
          • Configure the list page in Service Operations Workspace for ITSM
          • Configuring record pages in Service Operations Workspace for ITSM
            • Configure a record page tab in Service Operations Workspace
            • Configure a task record form in Service Operations Workspace
            • Define and customize activity stream tags
            • Configure the Assign or Resolve dialog box for an incident or change request in Service Operations Workspace
            • Configure the experts On-call panel for an incident
            • Create a task type for problem or change in Service Operations Workspace
            • Configuring Standard Record Page in Service Operations Workspace
              • Adding Declarative Actions on the Standard Record Page
              • Custom Modal Migration in Standard Record Page
              • Modify the Record Page in the Service Operations Workspace using the Standard Record Page
              • Configure the Agent Assist tab in Service Operations Workspace using the Standard Record Page
                • Edit the table configuration for Agent Assist in Service Operations Workspace using the Standard Record Page
          • Configure the task record information in the MS Teams Import tab
          • Specify the refresh duration for user presence in Service Operations Workspace
          • Configuring Interaction Management in Service Operations Workspace
            • Configure the duration to view the requester's activities for an interaction in Service Operations Workspace
            • Automatically close an interaction in Service Operations Workspace
            • Configure the display of requester related records in an interaction
          • Enable Computer Telephony Integration providers to interact with the Service Operations Workspace
          • Configuring Notify in Service Operations Workspace
            • Configure a provider for Notify in Service Operations Workspace
            • Configure Notify properties for SOW
      • Customizing Service Operations Workspace for ITSM to align with your requirements
        • Create a copy of the Service Operations Workspace landing page
        • Customize Service Operations Workspace landing page
        • Customize the incident record page
      • Operating IT services in your organization
        • Play a guided tour in Service Operations Workspace
        • Add a user-specific quick link on the ITSM landing page
        • Create a list in Service Operations Workspace
        • Live Agent chat in Service Operations Workspace
        • Interaction Management in Service Operations Workspace
          • Create an interaction in Service Operations Workspace
          • Work on an interaction in Service Operations Workspace
          • Collaborate using Microsoft Teams from an interaction record in Service Operations Workspace
          • Associate an interaction with a task record
        • Incident Management in Service Operations Workspace
          • Create an incident in Service Operations Workspace
          • View and update incident information on the Overview tab
          • Viewing incident record information using the Contextual side panel
          • Work on an incident list page in Service Operations Workspace
          • Work on an incident record in Service Operations Workspace
          • Close resolved incident
          • Remedial actions using Playbook
          • Reopen an incident in Service Operations Workspace
          • Incident Management in Service Operations Workspace reference
            • Components installed with Agent Client Collector for Investigation
            • Components installed with Microsoft Endpoint Configuration Manager for Investigation
            • Components installed with Remedial Actions Framework
            • Components installed with Metrics and CI Actions Framework
            • Features of the Investigation tab
              • Viewing the historical data of CI metrics
            • Extension points for batch processing in Service Operations Workspace
            • Quick start tests for Incident Management in Service Operations Workspace
        • Request Management in Service Operations Workspace
          • Create a catalog request in Service Operations Workspace
          • View and approve records in Service Operations Workspace
        • Change Management in Service Operations Workspace
          • Create a change request in Service Operations Workspace
          • Work on a change request in Service Operations Workspace
          • Standard change catalog
            • Propose a standard change template
            • Modify a standard change template
          • Create a change task in Service Operations Workspace
          • Work on a change task in Service Operations Workspace
          • Create a Change Advisory Board (CAB) definition
          • Create a CAB meeting
            • Add an agenda item to a CAB meeting
            • Manage attendees in a CAB meeting
          • Conduct a CAB meeting in the CAB workbench
      • Managing IT services in your organization
        • Knowledge Management in Service Operations Workspace
          • Work on a knowledge article in Service Operations Workspace
        • Major Incident Management in Service Operations Workspace
          • Major Incident Management process in Service Operations Workspace
          • Managing a major incident record
            • Propose a major incident
            • Managing major incidents using playbooks
              • Manage major incidents using the MI playbook
              • Manage major incidents using the Advanced MI playbook
            • Promote a major incident
            • Communicating with stakeholders about incidents and major incidents
              • Compose communications for incidents and major incidents
              • Manage recipients in a communication task
              • Create an adhoc communication task
              • Manage an announcement for communicating about major incidents
            • Collaborate with stakeholders during a major incident
              • Create adhoc communication and collaboration using the Related record tab
            • Resolve and close a major incident
            • Review and update a post incident report
        • On-Call Scheduling in Service Operations Workspace
          • Scheduling in service operation workspace
            • Manage your work and schedule absence
            • Create and edit shift in Service Operations Workspace
            • Create new form
            • Manage shifts in service operation workspace
          • Create notification preference rule
            • Edit On-call team preference using Teams menu
            • Edit delivery channel
          • Escalation triggers and policies
            • Create escalation trigger rules and policy from team record
          • On-call support for an incident in Service Operations Workspace
        • Problem Management in Service Operations Workspace
          • Create a problem in Service Operations Workspace
          • Work on a problem in Service Operations Workspace
          • Problem Management models in Service Operations Workspace
          • Create a problem task in Service Operations Workspace
          • Work on a problem task in Service Operations Workspace
          • Problem Management in Service Operations Workspace reference
            • Problem form
            • Problem task form
        • Recommendation Framework in Service Operations Workspace
          • Recommendation rules for an incident in Service Operations Workspace
        • Recommended Actions for ITSM in Service Operations Workspace
          • Get Guidance based recommendations
          • Get field recommendations
          • Recommended Actions for ITSM reference
            • Contexts in Recommended Actions for ITSM
            • Rules in Recommended Actions for ITSM
            • Guidance based recommendations in Recommended Actions for ITSM
            • Field level recommendations in Recommended Actions for ITSM
            • Guidances in Recommended Actions for ITSM
            • Resource generators in Recommended Actions for ITSM
        • ServiceNow integrations with Microsoft Teams in Service Operations Workspace
          • Collaborate on a task record using Microsoft Teams in Service Operations Workspace
        • Service Level Management in Service Operations Workspace
        • Walk-up Experience management in Service Operations Workspace
          • Work on Walk-up interaction in Service Operations Workspace
          • Create an appointment through incident
        • Collaboration in Service Operations Workspace
          • Notify in Service Operations Workspace
            • Use Twilio to make conference calls in Service Operations Workspace
              • Start and end a conference call from Twilio in Service Operations Workspace
              • Join or leave a conference call from Twilio in Service Operations Workspace
              • Administer an existing Twilio call in Service Operations Workspace
              • Reinitiate a conference call from Twilio in Service Operations Workspace
              • View a conference call recording from Twilio in Service Operations Workspace
            • Use Webex for conference calls in Service Operations Workspace
              • Start a conference call using Webex in Service Operations Workspace
              • Add participants to an existing Webex call in Service Operations Workspace
              • Reinitiate a conference call from Webex in Service Operations Workspace
            • Use Zoom to make conference calls in Service Operations Workspace
              • Start a conference call using Zoom in Service Operations Workspace
              • Manage Zoom conference calls in Service Operations Workspace
                • Add participants to an existing Zoom call in Service Operations Workspace
                • Join a conference call from Zoom in Service Operations Workspace
                • Mute participants from a Zoom conference call in Service Operations Workspace
              • Leave a Zoom conference call in Service Operations Workspace
              • End a Zoom conference call in Service Operations Workspace
              • Reinitiate a conference call from Webex in Service Operations Workspace
            • Use Microsoft Teams to make conference calls in Service Operations Workspace
              • Start a conference call using Microsoft Teams in Service Operations Workspace
              • Manage Microsoft Teams conference calls in Service Operations Workspace
                • Add participants to an existing Microsoft Teams call in Service Operations Workspace
                • Join a conference call from Microsoft Teams in Service Operations Workspace
                • Mute participants from a Microsoft Teams conference call in Service Operations Workspace
              • Leave a Microsoft Teams conference call in Service Operations Workspace
              • End a Microsoft Teams conference call in Service Operations Workspace
              • Reinitiate a conference call from Microsoft Teams in Service Operations Workspace
              • View a conference call recording from Microsoft Teams in Service Operations Workspace
          • Initiate a chat from Sidebar in Service Operations Workspace
        • Computer Telephony Integration in Service Operations Workspace
        • Universal Request in Service Operations Workspace
          • Create a Universal Request in Service Operations Workspace
          • Cancel a Universal Request in Service Operations Workspace
          • Use Agent assist in Service Operations Workspace
          • Transfer a primary ticket in Service Operations Workspace
          • Restrict or unrestrict universal request access in Service Operations Workspace
          • Mark the universal request as unrestricted in Service Operations Workspace
          • Universal Request in Service Operations Workspace reference
        • Universal Task in Service Operations Workspace
          • Create a universal task for a universal request in Service Operations Workspace
          • Universal Task in Service Operations Workspace reference
        • Resetting password using Service-desk assisted Password Reset in Service Operations Workspace
          • Reset password using service-desk assistance
          • Unlock the user account
          • Password Reset in Service Operations Workspace reference
      • Optimizing IT services in your organization
        • Workforce Optimization for ITSM in the Service Operations Workspace
          • Access your profile in Service Operations Workspace
          • Service Operations Workspace - Scheduling
            • Manage your schedule using the Service Operations Workspace
            • Approve or reject a shift-swap in Service Operations Workspace
            • Request time off using ITSM Virtual Agent
            • Clock-in and clock-out your work shift in Service Operations Workspace
            • Sign up for your preferred shifts
          • Service Operations Workspace - Learning
            • Learning path and course item discovery in Service Operations Workspace
              • Enroll in Learning to take a learning course or complete a learning path
              • Complete learning tasks using the Service Operations Workspace
          • Review skills to add to your skill set
          • Take a survey in Service Operations Workspace
          • Give your teammates applause in Service Operations Workspace
          • Analyze your teammates' recognition activity in Service Operations Workspace
      • Service Operations Workspace for ITSM reference
        • Terminology in Service Operations Workspace for ITSM
        • Version compatibility between Service Operations Workspace for ITSM and Service Operations Workspace ITOM
        • Service Operations Workspace for ITSM data model
        • Components installed with Service Operations Workspace ITSM Applications
    • Service Portfolio Management
      • Exploring Service Portfolio Management
        • Use Service Portfolio Management services
        • Service Portfolio Management portfolios
      • Configuring Service Portfolio Management
        • Activate Service Portfolio Management
        • Service Portfolio Management activation administration
        • Applying the CSDM guidelines to Service Portfolio Management
        • Set up services and commitments in Service Portfolio Management
        • Install the Service Portfolio Management Sample Content Pack
          • View Service Portfolio Management sample IT services portfolio content
      • Using Service Portfolio Management
        • Create portfolios in Service Portfolio Management
          • Service Portfolio Management taxonomy
            • Create taxonomy layer definitions
            • Create taxonomy nodes
        • Create a service in Service Portfolio Management
        • Apply scope to a service in Service Portfolio Management
        • Edit and manage service portfolios in Service Portfolio Management
          • Manage the CSDM life cycle fields in Service Portfolio Management
          • Remap service portfolio taxonomy nodes in Service Portfolio Management
        • Service offerings in Service Portfolio Management
          • View a service offering in Service Portfolio Management
          • Create a service offering in Service Portfolio Management
          • Add a commitment to a service offering in Service Portfolio Management
          • Assign multiple teams to support a service offering
          • Subscribe users to a service offering in Service Portfolio Management
          • Create catalog items for service offering subscribers in Service Portfolio Management
          • Reporting for services and service offerings in Service Portfolio Management
          • Service Portfolio Management service offering price
        • Log outages in Service Portfolio Management
        • View availability results in Service Portfolio Management
        • Set the time zone for availability results in Service Portfolio Management
        • Convert services in bulk in Service Portfolio Management
        • View Service Level Agreement (SLA) results in Service Portfolio Management
      • Service Portfolio Management reference
        • Installed with Service Portfolio Management
        • Domain separation and Service Portfolio Management
    • Service Owner Workspace
      • Exploring Service Owner Workspace
        • Service Owner Workspace performance metrics
      • Setting up Service Owner Workspace
        • Activate Service Owner Workspace
          • Installed with Service Owner Workspace
        • Quick start tests for Service Portfolio Management Premium
        • Service Owner Workspace Migration Dashboard
        • Service Owner Workspace integrations
        • Configure Service Owner Workspace metric definitions
        • Configure Service Owner Workspace portfolio metrics
        • Generate a service offering availability
        • Change scope to Service Portfolio Management Premium
        • Create indicators in Service Portfolio Management Premium
      • Using Service Owner Workspace
        • Access Service Owner Workspace
        • Service offering to catalog item relationships
        • Service Portfolio Management Premium notifications
        • Service Owner Workspace Service Offering survey
        • Financial Management for Service Owner Workspace
          • Configure the estimated spend offering cost source
    • Service Level Management
      • Exploring Service Level Management
        • Service Level Management concepts
        • Define a service contract
        • Service Level Agreement (SLA) breakdown definitions
        • Service Level Agreement (SLA) processing
          • Actual and business elapsed times
        • SLA timer
      • Configuring Service Level Management
        • Service Level Management plugins
          • Activate Service Level Management
            • Installed with Service Level Management
          • Activate SLA Breakdown definitions
            • Installed with SLA breakdown definitions
          • Activate SLA timeline
            • Script includes installed with SLA timeline
          • Activate Service Level Management - SLA Timer Config API
            • Installed with Service Level Management - SLA Timer Config API
            • Script Includes installed with SLA Timer Config API
        • Configure Service Level Agreement (SLA)
          • Service Level Agreement (SLA) definition
            • Create an SLA definition
        • Configure SLA retroactive start and pause
        • Configure the SLA timer
        • Extend SLA condition rules
          • Create a custom SLA condition rule
          • Invoke an SLA condition rule globally
          • Invoke SLA condition rules on a specific SLA definition
        • Create SLA breakdown definitions
      • Using Service Level Management
        • SLA calculation
          • Run the 2011 SLA engine asynchronously
          • Recalculate SLA times automatically
          • Use exact times in SLA calculations
        • Repair Service Level Agreement (SLA)
          • Configure SLA repair
          • Repair SLA from a form
          • Repair SLAs from a list
        • View SLA timeline
        • Add custom business rules to Service Level Agreement (SLA)
        • Add custom business rules to Service Level Agreement (SLA) considerations
        • Monitoring Service Level Agreement (SLA)
          • Verify SLA definition using SLA timeline
      • Service Level Management reference
        • Flows for SLA
        • SLA notifications
        • SLA duration types
        • Schedules within SLA
        • SLA duration and schedules
        • Time zones in SLAs
        • SLA conditions
        • SLA transitions
        • SLA condition rules
          • SLAConditionBase script
          • SLAConditionSimple script
        • Service Level Agreement (SLA) process example
        • Scheduled jobs for SLA
        • SLA timeline
          • Understand why an SLA did not trigger as expected
          • Use SLA timeline to determine business schedule
          • Use SLA timeline to understand SLA stage change
          • Use SLA Timeline to validate a new SLA definition
        • Service Level Agreement (Legacy) engines
          • Legacy SLA fields
          • Upgrade SLA to 2011 engine
          • Organize the migration process
          • Convert an SLA to an SLA Definition
          • Reactivate escalation engine
        • Task SLA table
        • Service level management overview dashboard
        • Platform Analytics Solutions for Service Level Management
          • Service level management PA dashboard
        • Domain separation and Service Level Management
        • Quick start tests for Service Level Management
        • Configure Service Level Agreement (SLA) properties
        • Migrate to service level management
    • ITSM Success Dashboard indicators
      • Exploring ITSM Success Dashboard indicators
        • ITSM Success Dashboard indicators components
        • ITSM Success Dashboard indicators KPI definitions and formulas
          • Performance overview
          • Service Quality
          • Operational Success
      • Configuring ITSM Success Dashboard indicators
        • Install ITSM Success Dashboard indicators
        • ITSM Success Dashboard Admin console
          • Set the refresh interval for Success Dashboard indicators
            • Configure the knowledge base for ITSM Success Dashboard indicators
          • Configure Virtual Agent topics for ITSM Success Dashboard
            • Configure Virtual Agent topics for ITSM Success Dashboard indicators
            • Configure Virtual Agent topics for ITSM Success Dashboard using self-service analytics
          • Update the live agent script include
          • Set fulfillment automation level of catalog item for the Success Dashboard indicators
          • Activate Performance Analytics jobs for ITSM Success Dashboard indicators
          • Configure Success Dashboard indicators KPIs
            • Add contributing indicators
            • Add time savings
            • Update more information cards
            • Create a cost savings indicator for ITSM Success Dashboard
            • Modify the currency code for ITSM Success Dashboard indicators
        • Operational Success Admin Console
          • Create an operational success dashboard
        • Benchmarks admin console
        • Run Update formula script for ITSM Success Dashboard indicators
        • Identify the automation opportunities on ITSM Success Dashboard
      • Maximise the benefits of using the ITSM Success Dashboard indicators
        • Monitoring the KPIs of your ITSM implementation
        • Share the Success Dashboard indicators
        • Benchmarks for Success Dashboard indicators
        • Estimated Cost Savings for Success Dashboard indicators
        • View metrics for selected period in ITSM Success Dashboard indicators
        • Create target for the KPI in the Success Dashboard
      • ITSM Success Dashboard indicators reference
        • Success Dashboard indicators user roles and responsibilities
    • Task Outage
      • Activate Task-Outage Relationship
        • Components installed with Task-Outage Relationship
      • Add the Outage UI action to another task form
      • Associate a task with an outage
      • Create an outage from a task
      • Domain separation and task outage
    • Task Intelligence for ITSM
      • Exploring Task Intelligence for ITSM
        • Task Intelligence for ITSM Admin Console
      • Configuring Task Intelligence for ITSM
        • Install Task Intelligence for ITSM
      • Managing Task Intelligence for ITSM models
        • Create an incident prediction model in Task Intelligence for ITSM
          • Set up your incident prediction model
        • Create a similar records prediction model in Task Intelligence for ITSM
          • Set up similar records prediction model
            • Define the purpose
            • Train the similarity model
            • Assess the similarity model
            • Deploy the similarity model
        • Edit an incident prediction model in Task Intelligence for ITSM
        • Export an incident prediction model
      • Monitoring and Analytics for Task Intelligence for ITSM
      • Task Intelligence for ITSM reference
        • Components installed with Task Intelligence for ITSM
    • Collaboration services
      • Install Collaboration services
        • Components installed with Collaboration services
      • Setting up Slack for communication
      • Configure Slack as a communication channel for a communication task
      • Import messages from an incident
      • Process flow for Slack communication
        • Add a collaborative communication task
          • Create a Slack channel for a collaborative communication task
      • Slack integration - Incident Management
        • Create slack channel for an incident
        • View or join slack channel from an incident
          • Add form section to view slack channels
        • Set up slack for a user or group
          • Associate existing slack channel with a group
        • Open slack from an incident
        • Slack slash commands
    • Vendor Management Workspace
      • Exploring Vendor Management Workspace
        • Vendor KPI Groups in Vendor Management Workspace
          • Understanding Vendor KPI Groups setup and use in Vendor Management Workspace
          • Example for Vendor Management Workspace setup
        • Vendor Success Indicators in Vendor Management Workspace
        • Service Credits in Vendor Management Workspace
      • Configuring Vendor Management Workspace
        • Activate Vendor Management Workspace
        • Customize a Vendor Management Workspace page using UI Builder
        • Integrating Vendor Management Workspace with other ServiceNow applications
        • Create a vendor in Vendor Management Workspace
        • Generate the Vendor Satisfaction Assessment in Vendor Management Workspace
        • Add a formula indicator to track vendor score
        • Create KPI groups to track metrics for your vendors
        • Create an improvement in Vendor Management Workspace
        • Create a service credit in Vendor Management Workspace
        • Create a vendor ticket in Vendor Management Workspace
        • Setting up Vendor Success Indicators in Vendor Management Workspace
          • Set up table attributes in Vendor Management Workspace
          • Set up indicator attributes in Vendor Management Workspace
      • Managing vendors using Vendor Management Workspace
        • Vendor Management Workspace landing page
        • Analyze Vendor KPI Groups
        • Compare your vendor characteristics with high-performing vendors in Vendor Management Workspace
        • Compare vendor performance within a vendor KPI group
        • Add targets for vendor score KPIs
        • Associate contracts with vendors
        • Associate SLAs and Service Commitments with Vendors
        • Identifying bottlenecks using Process Mining integration with Vendor Management Workspace
          • Create a Process Mining project for a KPI group
          • Get insights into your vendors' performance
        • ITSM Vendor Management Mobile for Vendor Management Workspace
          • ITSM Vendor Management Mobile dashboard
          • Access Vendor Management Mobile on your ServiceNow agent app
          • Get notified about the vendors you manage using the Vendor Management Mobile application
          • Access information related to your vendors using the Vendor Management Mobile application
      • Vendor Management Workspace reference
        • Installed with Vendor Management Workspace
        • Installed with Vendor Success Indicators in Vendor Management Workspace
        • Vendor KPI Groups in Vendor Management Workspace reference
        • Domain separation and Vendor Management Workspace
          • Configure domain separation for Vendor Management Workspace
        • Quick start tests for Vendor Management Workspace in configurable workspace
    • ITSM Predictive Intelligence Workbench
      • ITSM Predictive Intelligence Workbench administration
        • Activate ITSM Predictive Intelligence Workbench
          • Components installed with ITSM Predictive Intelligence Workbench
        • Domain separation and Predictive Intelligence Workbench
        • Configure ITSM Predictive Intelligence Workbench settings
        • ITSM Predictive Intelligence Workbench notifications
        • Create an ITSM Predictive Intelligence Workbench user group
        • Predictive Intelligence Workbench Migration Utility
      • Predictive Intelligence Workbench pretrained use cases
      • Predictive Intelligence Workbench integration and customization
      • ITSM Predictive Intelligence Workbench implementation
        • Predict Assignment Group for incoming incidents
        • Predict Category for incoming incidents
        • Predict Change risk
        • Predict Configuration Item for incoming incidents
        • Predict Service for incoming incidents
        • Similar Business Applications
        • Similar Demands
        • Similar Ideas
        • Similar Projects
        • Suggest relevant Incidents for an Incident
        • Suggest relevant Incidents for a Major Incident
        • Suggest relevant Major Incident for an Incident
        • Suggest relevant KB articles for an Incident
        • Suggest relevant Open incidents for an Incident
        • Suggest relevant Resolved Incidents for an Incident
        • Suggest relevant Open Change requests for an Incident
        • Suggest relevant Open Problems for an Incident
        • Suggest skill assignment by comparing completed work with skills
      • Manage ITSM Predictive Intelligence Workbench use cases
      • ITSM Predictive Intelligence Workbench dashboard
    • Platform Analytics ITSM Dashboards
      • IT Agent dashboard for Service Operations Workspace
        • Manage the dashboard in Service Operations Workspace
      • Platform Analytics KPIs and dashboards
        • Incident management dashboard
        • Major incident dashboard
        • Change dashboard
        • Request dashboard
        • Service Catalog dashboard
        • Interaction dashboard
        • Problem dashboard
        • On-call dashboard
      • Legacy: Performance Analytics ITSM Dashboards
        • Legacy: IT Executive dashboard
        • Legacy: IT Manager dashboard
        • Legacy: IT Agent dashboard
    • ITSM Mobile Agent
      • Exploring ITSM Mobile Agent
        • User roles and personas in ITSM Mobile Agent
        • ITSM Mobile Agent features and plugins
        • AI Search in ITSM Mobile Agent
          • Get started with AI search in new or zBoot instances
          • Get started with AI search in upgraded instances
          • Switch back to Zing search in ITSM Mobile Agent
        • Enable dark theme in ITSM Mobile Agent
        • Filter records
        • Collaboration Services for ITSM Mobile Agent
          • Add deep linking support to ITSM Mobile Agent
      • Configuring ITSM Mobile Agent
        • Install ITSM Mobile Agent
        • Migration from ITSM Mobile to ITSM Mobile Agent
        • Migration to ITSM Mobile Agent 5.0.3
        • Configurable actionable notifications for ITSM Mobile Agent
        • Enable Push notification categories for ITSM Mobile Agent
        • ITSM Mobile email notification redirection via web
        • Set custom alert tones in ITSM Mobile Agent for different incident priority
        • Enable Override do not disturb to receive critical alerts
          • Configure critical notification
          • Configure a customized notification for critical alert
          • Configure a ringtone for critical alerts
      • Log in to ITSM Mobile Agent
      • Managing incidents and tasks using My Work applet
        • Create an incident from app landing page
        • Generating task summarization for incident records
        • My incidents
          • Collaboration with incidents
            • Initiate a chat with the caller from an incident
            • Initiate a chat with the assignment group from an incident
            • Initiate a conference call with the caller from an incident
            • Add participants to a conference call from an incident
            • Join an active conference call from an incident
            • View active collaborations
            • View active and inactive participants in the conference call
            • End a conference call
          • Collaboration with incident tasks
            • Initiate a conference call from an incident task
            • Add participants to a conference call from an incident task
            • Join an active conference call from an incident task
            • View active and inactive participants in the conference call
            • End a conference call
        • Incidents at risk
          • Process an incident at risk
        • Breached Incidents
          • Process a breached incident
        • Change tasks
        • View catalog tasks
        • View upcoming shifts with On-Call Scheduling
        • Request time off with On-Call Scheduling
        • View on-call group members
      • Managing teams and incidents using My Team applet
        • My team dashboard
          • Overdue changes
        • Unassigned incidents
        • Manage upcoming shifts with On-Call Scheduling
        • Manage time-off requests with On-Call Scheduling
        • Manage gaps and conflicts with On-Call Scheduling
        • Performance metrics
      • Managing major incidents using Major Incident applet
        • Active major incidents
        • Major incident candidates
          • Review and work on a major incident candidate
        • Major incident dashboard
        • Collaboration with major incidents
          • Initiate a chat with the caller from a major incident
          • Initiate a chat with the assignment group from a major incident
          • View active collaborations
          • Add participants to a conference call from a major incident
          • Join an active conference call from a major incident
          • End a conference call from major incident
      • Reference
        • Domain Separation for ITSM Mobile Agent
        • Settings
HomeYokohama IT Service Management IT Service Management Service Operations Workspace for ITSMManaging IT services in your organizationRecommended Actions for ITSM in Service Operations WorkspaceRecommended Actions for ITSM referenceContexts in Recommended Actions for ITSMCurrent page
Table of Contents

Contexts in Recommended Actions for ITSM

  •  
    • Yokohama
    • Xanadu
    • Washington DC
    • Vancouver
  • UpdatedJan 30, 2025
  • 1 minute read
    • Yokohama
    • IT Service Management

The ITSM base system includes the following context.

Table 1. Contexts description
ContextDescription
Incident context This will show all valid recommendations on incidents based on the active recommendations in the Service Operations Workspace.
Incident task

This will allow you to search for AI powered recommendations for incident tasks in Service Operations Workspace.
Problem

This will allow you to search for AI powered recommendations for problems in Service Operations Workspace.
Problem task

This will allow you to search for AI powered recommendations for problem tasks in Service Operations Workspace.
Change request

This will allow you to search for AI powered recommendations for change requests in Service Operations Workspace.
Change task

This will allow you to search for AI powered recommendations for change tasks in Service Operations Workspace.
Interaction

This will allow you to search for AI powered recommendations for interactions in Service Operations Workspace.
Request

This will allow you to search for AI powered recommendations for requests in Service Operations Workspace.
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