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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
          • Consumable 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
        • 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
        • 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
      • Benchmarks dashboard
        • View benchmark KPI data
        • Benchmarks KPI performance trend and recommendations
        • Drill down within benchmark KPI data
      • New Benchmarks dashboard
        • View Benchmarks KPI data
        • Benchmarks KPI performance trend
      • Benchmarks troubleshooting
      • Domain separation and Benchmarks
    • Change Management
      • Exploring Change Management
        • Change types
        • Change models
          • Change Models properties
          • Create a user criteria record for Change Management
        • 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
        • Next Generation Change Risk
          • Success Probability
        • Predictive Intelligence for Change Management
          • Intelligent solutions configurations
          • Train the Risk Intelligence solution
          • Train the clustering solution for Standard change proposal
      • Using Change Management
        • Create a change request
          • Create a change request from a 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
        • Change Management Platform Analytics Solutions
          • Change Premium dashboard
          • Change Management dashboard
          • Open Changes Reports dashboard
          • Open Changes State Monitor dashboard
          • Age of Open Changes Monitor dashboard
          • Change Velocity dashboard
          • Change Management troubleshooting properties
        • Manage the workspace configuration for a Change request in Service Operations Workspace
      • Reference section for Change Management
        • 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 Management workflows
        • Change flows
          • Change Management Flow Designer actions
    • 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
      • View improvement reports
      • 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
      • Continual Improvements dashboard
    • 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
        • 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
          • 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
        • 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
        • 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
        • 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
        • Using DevOps Change Request Manual Approval flow
        • 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
        • Update DevOps change request attributes
      • 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
        • Retry errored inbound events
        • Customized lists
        • Cloning guidelines for 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
        • Deleting a record in DevOps Change Velocity
        • Software Quality Results
        • Check permissions and update credentials for tools — Workspace
          • Permissions required for DevOps tools
        • Manual configuration mode in DevOps
        • Configure webhooks from the tool record
        • Test webhooks manually
        • Tool throttling
        • Inbound event table data archiving and cleanup
        • Data archiving rules for DevOps tables
        • Map spoke alias as parent alias for new DevOps tool
        • Delete orphan connection and credential aliases
        • 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
        • Domain separation and DevOps Change Velocity
        • DevOps Insights Standard dashboard - Classic
        • DevOps Change Velocity APIs
        • Implement custom actions for GitLab and GitHub Actions pipelines using Docker container image
    • 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
        • Release dashboards in Digital Product Release
          • Release Overview dashboard
          • Release Quality dashboard
      • Configuring Digital Product Release
        • Install 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
        • Migrate data from Release Management v2 to Digital Product Release
      • Using Digital Product Release
        • Request a new digital product
        • Manage product hierarchy using Included products
        • Define release scope using product features and versions
          • Add a product feature to a product
          • Add a product feature from an epic
          • Request a new version for a digital product
        • View and manage data from external tools
        • Plan product features into different versions
        • Create a release for a product
        • Work on a timeline-oriented release
        • Work on a stage-oriented release
          • Restart a release phase
        • Manage artifacts in a release
        • Manage change requests in a release
        • Close a release
        • View releases planned in a release readiness target
        • Tracking multiple releases through release bundles
          • Create a release bundle
          • Track multiple releases from a release bundle
      • 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
        • Release form
    • 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
    • Digital End-User Experience
      • DEX Application & Device Health
        • Exploring DEX Application & Device Health
          • DEX Architecture
          • DEX Subscription
        • Configuring DEX Application & Device Health
          • DEX system requirements
          • Install DEX
          • Create ACC registration key
          • Install Agent Client Collector for DEX - Windows using one-line installer
          • Install Agent Client Collector for DEX - Mac using one-line installer
          • Enable DEX browser extension for monitoring web/SaaS applications
          • Onboard for DEX Application & Device Health
          • Configure MID-less ACC for DEX
          • Convert MID-based ACC to MID-less ACC
          • Convert ACC from one instance to another instance
          • Add a new application to monitor
          • Edit application details
          • Add a logo for your application
          • Enable application monitoring
          • Disable application monitoring
          • Delete an application from the monitoring list
          • View application administrators
          • Terminate process on your device
          • Metric rules
            • Create metric rules
              • Specify the configuration item for metric rules
              • Define alert metric criteria
              • Define metric rule name and status
            • View alerts generated from metric rules
            • DEX alert grouping
            • Deactivate DEX alert grouping
            • Activate or deactivate metric rules
            • Edit metric rules
            • Delete metric rules
        • Using DEX Application & Device Health
          • Accessing Application & Device Health
            • Home page
            • Users page
              • User details page
                • Users — Device health
                • Users — Applications
                • Users — Running processes
                • Users — Application Metrics
                • Users — Device Metrics
                • Users — Network
                • Users — Access
                • Users — Custom queries
            • Applications page
              • Web/SaaS application details page
              • Installed application details page
            • Devices page
              • Device details page
            • DEX Administration page
          • Open DEX Application & Device Health
          • View all active users
          • View the support group for an application
          • View metrics of an installed application
          • View metrics of a web application
          • View the details of a user device
          • View the domain or URL for a web/SaaS application
          • View application publisher
        • DEX Application & Device Health reference
          • Components installed with DEX
          • Home page cards
          • Application list
          • Users list
          • Web/SaaS application — Health section
          • Web/SaaS application — Users section
          • Web/SaaS application — Trends section
          • Installed application — Overview section
          • Installed application — Number of crashes section
          • Installed application — CPU, memory and I/O performance section
          • Installed application — Users section
          • Device health page
          • User applications
          • Running processes metrics page
          • Application metrics page
          • Device metrics page
          • Network page
          • Access page
          • Devices list
          • Administration cards
          • Custom application form
          • Metric rules page
        • DEX Content Playbook
          • Exploring DEX Content Playbook
          • Configuring DEX Content Playbook
            • Install DEX Content Playbook
            • Run Agent Client Collector as local system account
          • 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
        • Exploring DEX Desktop Assistant
        • Configuring DEX Desktop Assistant
          • Install 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 notifications
          • Enable Virtual Agent or chat
          • Create a Records View card
          • Create a Record Creator card
          • Create a Hyperlink card
          • 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
          • View Desktop Assistant usage metrics
        • Using DEX Desktop Assistant
          • Accessing Desktop Assistant
          • Open Desktop Assistant
          • View notifications
          • Open Virtual Agent or Chat in Desktop Assistant
          • View device health
          • Test the internet connection of your system
          • Open Employee Center
        • DEX Desktop Assistant reference
          • Desktop Assistant usage metrics
          • Components installed with Desktop Assistant
          • Records View cards form
          • Record Creator card form
          • Hyperlink card form
          • Application Registries form
    • 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
        • Apply the CSDM guidelines to Digital Portfolio Management
          • CSDM terms for Digital Portfolio Management reference
        • Integrate Digital Portfolio Management with other ServiceNow applications
          • View service and service offerings 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 portfolio types in Digital Portfolio Management
      • Work with portfolios in Digital Portfolio Management
        • Personal portfolios
          • Create a personal portfolio
        • Enterprise portfolios
          • Navigate enterprise portfolios
          • Create enterprise portfolios
      • 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 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
        • Domain separation and Digital Portfolio Management
    • ITSM Virtual Agent
      • Exploring ITSM Virtual Agent
      • Setting up ITSM Virtual Agent
        • Set up ITSM Virtual Agent topics
        • 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 pre-built LLM topics
    • ITSM Virtual Agent Lite
      • Setting up ITSM Virtual Agent Lite
        • ITSM Virtual Agent Lite pre-built topics
    • Walk-up Experience
      • Exploring Walk-up Experience
      • Domain separation and the Walk-up Experience application
      • Walk-up Experience portal security and access
      • Walk-up Experience administration
        • Activate Walk-up Experience
          • Installed with Walk-up Experience
        • Quick start tests for Walk-up Experience
        • Configuring Walk-up Experience
          • Configure the Walk-up Experience portal
          • Enable Self-Service online check-in for Walk-up Experience
          • Configure Walk-up Experience online check-in icon to appear on Service Portal
          • Configure Walk-up Experience service channel
          • Create or modify Walk-up Experience notifications
          • Create or modify Walk-up Experience schedules
          • Walk-up Experience appointment booking
            • Walk-up Experience appointment booking administration
              • Enable Walk-up Experience appointment booking
              • Walk-up Experience appointment booking configuration
                • 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
              • Variable time slots for appointment booking
                • Configure variable time slots for appointment booking
          • Create or modify a Walk-up Experience stockroom
          • Configuring maximum multiple appointments
          • Configure appointment type
          • Create a kiosk at a location
          • Create or modify Walk-up Experience locations
          • Skill-based routing in Walk-up Experience
            • Routing walk-up tasks to skilled agents
          • Walk-up Experience customer satisfaction surveys
            • Create or modify a Walk-up Experience customer satisfaction survey
          • Remove a Walk-up Experience location
      • 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
          • Use Badge Reader Client to define and register a badge reader device
          • Manually define and register a badge reader device
          • Define a user badge configuration
          • Request activation approval for a badge reader device
          • Configure Walk-up Experience for Badge Reader Integration
          • View Badge Scanner Integration scan logs
          • Badge Reader Integration customization
      • Walk-up Experience Microsoft Office 365 calendar integration
        • Set up Microsoft Office 365 integration for Walk-up Experience
      • Walk-up Experience queue and interaction management
        • View assigned Walk-up Experience locations
        • View Walk-up Experience inbox
        • 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
      • Walk-up Experience Employee Center
        • Plan your visit
      • Walk-up Experience dashboard overview
      • 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
    • ITSM Agent Workspace - Legacy
      • Exploring ITSM Agent Workspace
        • Components installed with ITSM Agent Workspace
        • Viewing incident details and your incident tasks in ITSM Agent Workspace - Standard landing page
        • ITSM Agent Workspace landing page
      • Setting up ITSM Agent Workspace
        • Activate ITSM Workspace Landing Pages – Premium
        • Set the default landing page
        • Add field or related list to a workspace form
        • Create an interaction record in ITSM Agent Workspace
        • Create an outage from a task record in ITSM Agent Workspace
      • Using ITSM Agent Workspace
        • ITSM Agent Workspace - Incident
          • Create an incident in ITSM Agent Workspace
          • Create an incident from an interaction
          • Create an incident from a chat
          • Resolve an incident using knowledge
          • Create a knowledge article from an incident
          • Report a knowledge gap from an incident
          • Capture information on affected configuration items in ITSM Agent Workspace
          • Create a copy of an incident in ITSM Agent Workspace
          • Propose an incident to be a major incident from a workspace
          • Report a knowledge gap from an incident
          • Refresh impacted services and CIs
          • Create a problem record from an incident
          • Create a change request from an incident
          • Create a knowledge article from an incident in ITSM Agent Workspace
          • Create an improvement initiative from an incident
          • Delete an incident
          • Incident Management integration with Universal Request in ITSM Agent Workspace
            • Create incident from Universal Request in ITSM Agent Workspace
            • Transfer incident in ITSM Agent Workspace
            • Mark an incident as restricted
        • ITSM Agent Workspace - Problem
          • Create and track a problem in workspace
          • Create a problem from an interaction
          • Create a problem task in a workspace
          • Attach a knowledge article to a problem or problem task from Agent assist
          • Create a change request from a problem
          • Create an improvement initiative from a problem
          • Delete a problem
        • ITSM Agent Workspace - Change Management
          • Create a change request in Agent Workspace
          • Create a standard change from an interaction
          • Link a change request to an incident through Agent Assist
          • Delete a change request
          • Disable creating an emergency change in Agent Workspace
    • Workforce Optimization for ITSM
      • Exploring Workforce Optimization for ITSM
        • Channels in Workforce Optimization for ITSM
          • Example for using channel management in Workforce Optimization for ITSM
        • Scheduling in Workforce Optimization for ITSM
          • Example for using scheduling in Workforce Optimization for ITSM
        • Schedule Adherence in Workforce Optimization for ITSM
        • Demand Forecast in Workforce Optimization for ITSM
        • Teams in Workforce Optimization for ITSM
          • Example for using teams in Workforce Optimization for ITSM
        • Work scheduler in Workforce Optimization for ITSM
        • Coaching in Workforce Optimization for ITSM
          • Example for using Coaching in Workforce Optimization for ITSM
        • Applaud in Workforce Optimization for ITSM
      • Configuring Workforce Optimization for ITSM
        • Before you begin implementing Workforce Optimization for ITSM
        • Activate Workforce Optimization for ITSM
        • Customize a Workforce Optimization for ITSM page using the Next Experience UI Builder
        • Configure filters for ITSM Manager Workspace
        • Assign a primary assignment group for each agent
        • 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
        • Setting up Channels 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
          • Schedule adherence extension points in Workforce Optimization for ITSM
          • Configure properties for schedule adherence and conformance
        • 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
        • 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
        • 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
          • Create a threshold for each KPI in a KPI group
          • Add managers to a KPI assignment group
        • Setting up the integration of Process Mining with Workforce Optimization for ITSM
          • Create Process Mining templates
        • Setting up Coaching in Workforce Optimization for ITSM
          • Configure an indicator to display in the Coaching Overview tab in Workforce Optimization for ITSM
          • Setting up skill prediction in Workforce Optimization for ITSM
            • Use extension points for skill prediction
          • 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
        • Extension points for Applaud
      • Manage your teams using Workforce Optimization for ITSM
        • 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
        • 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
        • Routing work based on skills in Workforce Optimization for ITSM
          • Automatically add skills to incidents or interactions in Workforce Optimization for ITSM
        • 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
          • Add events to the team calendar
          • Swap your agents' shifts in Workforce Optimization for ITSM
          • Monitor schedule adherence of your agents
          • Use time-worked summary to analyze agent schedule adherence and conformance
        • 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
        • 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
        • 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
          • Skills Management in Workforce Optimization for ITSM
            • 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
          • 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
        • Recognize your teams using Applaud in Workforce Optimization for ITSM
          • Give your team or teammates applause in Workforce Optimization for ITSM
          • Analyze your teams' recognition activity 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
        • Identifying bottlenecks using Process Mining integration with Workforce Optimization for ITSM
          • Create a Process Mining project for a KPI group
      • Workforce Optimization for ITSM reference
        • Domain separation and Workforce Optimization for ITSM
        • Workforce Optimization ITSM Manager Workspace components
        • Workforce Optimization for ITSM components
        • Channel Management components in Workforce Optimization for ITSM
        • Scheduling components in Workforce Optimization for ITSM
        • Demand Forecast components in Workforce Optimization for ITSM
        • Work Scheduler components in Workforce Optimization for ITSM reference
        • Teams components in Workforce Optimization for ITSM
        • Workforce Optimization for ITSM integration with Process Mining components
        • Coaching components in Workforce Optimization for ITSM
        • Skill review request components in Workforce Optimization for ITSM
        • Skill Recommendation components in Workforce Optimization for ITSM
        • Applaud components in Workforce Optimization for ITSM
    • Incident Communications Management
      • Incident Communications Management plugins
        • Activate Incident Communications Management
          • Components installed with Incident Communications Management
      • Incident communication plan state model (new)
        • Incident communication plan state model (old)
      • Working with Incident Communications Management
        • 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 integrations
        • Notify with Incident Communications Management
      • Domain separation and 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 VIP status for a caller in incident
        • View incident notifications
        • Configure default user for auto-closing incidents
        • 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
        • Create an incident task
        • Use Microsoft Outlook to create incidents and VTB tasks
        • 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
        • Major incident overview (dashboard)
      • Reporting incidents
        • Incident Management Platform Analytics Solutions
          • ITIL dashboard
          • Incident Overview dashboard
          • Incident Management Dashboard
          • Incident Premium dashboard
          • Incident Daily 7d - 28d dashboard
          • Open Incidents Age Monitor dashboard
          • Open Incident State Monitor dashboard
          • Open Incidents Reports dashboard
        • Incident SLA Management Platform Analytics Solutions
          • Incident SLA Management dashboard
          • Overdue by State dashboard
          • Overdue by Age dashboard
          • Overdue Reports dashboard
      • Reference section for Incident Management
        • Domain separation and Incident Management
        • Incident Management plugins
          • Incident Management Best Practice – San Diego
            • Activate Incident Management Best Practice – San Diego
          • Activate Incident
            • Components installed with Incident
          • 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
        • 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
    • On-Call Scheduling
      • Exploring On-Call Scheduling
        • On-Call Scheduling capabilities
      • 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
        • Viewing Escalation Overview reports
        • Viewing the Performance reports for escalations
        • 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
    • Proactive Engagement
      • Exploring Proactive Engagement
      • Configuring Proactive Engagement
        • Setting up Proactive Engagement
        • Configuring Proactive Engagement resolutions with DEX
      • Using Proactive Engagement
        • Employee engagement 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
        • Engagement Settings for Proactive Engagement
        • Remedial action
        • Limitations in Proactive Engagement
    • 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)
        • Inputs and triggers for skills in Now Assist for IT Service Management (ITSM)
      • Using Now Assist for IT Service Management (ITSM)
        • Summarize a chat conversation by using Now Assist for IT Service Management (ITSM)
        • Summarize an incident by using Now Assist for IT Service Management (ITSM)
        • Generate the resolution notes for an incident by using Now Assist for IT Service Management (ITSM)
        • Summarize an incident when reassigning it by using Now Assist for IT Service Management (ITSM)
        • Request the generative AI capabilities in ITSM by using the Now Assist panel
    • Problem Management
      • Exploring Problem Management
        • Understanding problem management
          • Problem Management process
            • Life cycle of a problem
            • Life cycle of a problem task
      • 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
      • 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
      • Problem Management Platform Analytics Solutions
        • Problem Overview dashboard
        • Problem Management dashboard
        • Problem Premium dashboard
        • Problem daily 7d - 28d dashboard
        • Open Problem Age Monitor dashboard
      • Reference section for Problem Management
        • Problem form
        • Problem Task 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
        • Service Operations Workspace for ITSM user interface
          • Service Operations Workspace for ITSM landing page
        • Exploring Recommended Actions for ITSM in Service Operations Workspace
          • Recommended Actions for ITSM overview
      • Configuring Service Operations Workspace for ITSM
        • Setting up Service Operations Workspace for ITSM
          • Install Service Operations Workspace ITSM Applications
          • Redirect an agent to the Service Operations Workspace landing page
            • Configure service desk group access to the Service Operations Workspace landing page
            • Redirect specific group agents to Service Operations Workspace
            • Disable auto-redirection for all agents to Service Operations Workspace
        • Manage customizations 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
        • Customize the Service Operations Workspace for ITSM landing page
          • Modify the greeting text on the landing page
          • Modify the first-level cards in the Overview section
            • Customize the donut area color for first-level cards
          • Modify the second-level cards in the Overview section
            • Modify the header label for a second-level card
            • Modify the highlighted value color in second-level cards
          • Modify the Announcements section on the landing page
          • Modify the Upcoming section on the landing page
          • Create a copy of the Service Operations Workspace landing page
          • Configure Service Operations Workspace landing page
        • Configure contextual side panel tabs in Service Operations Workspace
          • Configure the Agent Assist tab in Service Operations Workspace
            • Edit the table configuration for Agent Assist in Service Operations Workspace
        • Configure record creation from the new tab menu in Service Operations Workspace
        • Configure the inbox in Service Operations Workspace
          • Enable automatic assignment of interactions to an agent
        • Configure a task record form in Service Operations Workspace
        • Configure a record page tab in Service Operations Workspace
        • Configure notifications in Service Operations Workspace
        • Configure a Standard Record Page in Service Operations Workspace
          • Add declarative actions on the Standard Record Page
          • Modify the modal migration in the 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
        • Customization of the incident record page
        • Configuring Recommendation Framework in Service Operations Workspace
          • Configure Recommendation Framework for an incident in Service Operations Workspace
        • Configuring Recommended Actions for ITSM in Service Operations Workspace
          • Recommendation Framework replacement
          • Setting up Recommended Actions for ITSM
        • Configure the Assign or Resolve dialog box for an incident or change request in Service Operations Workspace
        • Configure search resources for an interaction
        • Customize the on-call support group recommendations
        • Create a task type for problem or change in Service Operations Workspace
        • Configure the display of requester related records in an interaction
        • Configure the task record information in the MS Teams Import tab
        • Specify the refresh duration for user presence in Service Operations Workspace
        • AI Search in Service Operations Workspace for ITSM
        • Enable Computer Telephony Integration providers to interact with the Service Operations Workspace
      • Using Service Operations Workspace for ITSM
        • Add a user-specific quick link on the ITSM landing page
        • Create a list in Service Operations Workspace
        • Incident Management in Service Operations Workspace
          • Remedial actions using Playbook
          • Create an incident in Service Operations Workspace
          • Work on an incident 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
        • Recommendation Framework in Service Operations Workspace
        • Recommended Actions for ITSM in Service Operations Workspace
          • Get Guidance based recommendations
          • Get field recommendations
        • Change Management in Service Operations Workspace
          • Create a change request in Service Operations Workspace
          • Work on a change request in Service Operations Workspace
          • Create a change task in Service Operations Workspace
          • Work on a change task in Service Operations Workspace
        • On-Call Scheduling 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
          • Create a problem task in Service Operations Workspace
          • Work on a problem task in Service Operations Workspace
        • Request Management in Service Operations Workspace
          • Create a catalog request in Service Operations Workspace
        • 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
        • 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
            • 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
                • Mute participants from a Zoom conference call in Service Operations Workspace
                • Join a conference call from Zoom 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
          • Initiate a chat from Sidebar in Service Operations Workspace
        • Computer Telephony Integration in Service Operations Workspace
        • Live Agent chat in Service Operations Workspace
        • Knowledge Management in Service Operations Workspace
          • Work on a knowledge article 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
        • 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
        • Components installed with Service Operations Workspace ITSM Applications
        • 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
        • Recommendation rules for an incident in Service Operations Workspace
        • 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
        • Features of the Investigation tab
          • Viewing the historical data of CI metrics
    • Service Portfolio Management
      • Exploring Service Portfolio Management
        • 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
        • Activate Service Portfolio Management Sample Content Pack
          • View Service Portfolio Management sample IT services portfolio content
      • Using Service Portfolio Management
        • Create portfolios
        • Service Portfolio Management taxonomy
          • Create taxonomy layer definitions
          • Create taxonomy nodes
        • Create a service
        • Apply scope to a service
        • Service offerings
          • View a service offering
          • Create a service offering in Service Portfolio Management
          • Assign multiple teams to support a service
          • Add a commitment to a service offering
          • Subscribe users to a service offering
          • Create catalog items for service offering subscribers
          • Reporting for services and service offerings
          • Service Portfolio Management service offering price
          • Set service offering price models and units
        • Log outages
        • View availability results
        • Convert services in bulk
        • View Service Level Agreement (SLA) results
      • 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
        • Workflows for SLA
        • 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 Repair workflow
        • 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
    • Site Reliability Operations
      • SR Ops setup guide
        • Install the Site Reliability Operations application
        • User role and responsibilities in SR Ops
        • Optional: Set up SMS and voice notifications
        • Configure the change request type for SR Ops
        • Quick-start set up for SR Ops
          • Import and commit the quick-start update set
          • Activate the quick-start team catalog item
          • Configure quick-start system properties
          • Configure notifications and approval for team creation
          • Set up the first SR Ops team
      • Upgrade from Paris
        • Run script to load service map on the Service form
        • Run script to load the Service Operations Workspace module on the SR Ops workspace
        • Run fix scripts manually when you upgrade to Quebec from Paris 12.0
      • SR Ops user guide
        • SR Ops Workspace home page
        • SR Ops system properties
        • SR Ops notifications
        • Working with teams, schedules, and escalations
          • Set up an SR Ops team
            • Set up on-call schedule and escalation policies for your team
            • Manage your team details
            • Manage your team members
            • Manage services for your team
          • Create an on-call schedule for your team
          • View on-call schedule of a team
          • View your on-call schedules
          • Deactivate a team
        • Working with services
          • Configuring and integrating a service
            • Create a web service account
            • Create services and configure relationships between them
            • Edit service details
              • Optional: Set up an On-Call schedule
            • Remove a service from the service map
            • Delete a service from the service map
            • Use the command line interface to create and update services or relationships
            • Edit the details of a service offering
            • Delete a service offering
            • Create an incident from a service
            • Create a change request from a service
            • Delete a service record
            • Integrate service with an APM tools
              • Define a custom action
              • Define a custom condition to trigger actions
              • Create alert rules for a service
              • Create alert rules for an integration
          • Filter alerts, incidents, and change requests
          • Approve a change request
          • View the CMDB map of an SR Ops service
        • Alert notification in Microsoft Teams
          • Install Microsoft Teams Spoke for ServiceNow Integration Hub
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      • Reference
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HomeVancouver IT Service Management IT Service Management On-Call SchedulingReference for on-call schedulingComponents installed with On-call schedulingCurrent page
Table of Contents

Components installed with On-call scheduling

  •  
    • Vancouver
    • Yokohama
    • Xanadu
    • Washington DC
  • UpdatedAug 3, 2023
  • 1 minute read
    • Vancouver
    • On-Call Scheduling
The Vancouver release is no longer supported. As such, the product documentation and release notes are provided for informational purposes only, and will not be updated.

Several types of components are installed with activation of On-call scheduling, including tables and user roles.

  • Tables installed with On-Call Scheduling

    On-Call Scheduling adds the following tables.

  • Scheduled jobs installed with On-Call Scheduling

    On-Call Scheduling includes scheduled jobs.

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Definitions of On-Call Scheduling terms

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Tables installed with On-Call Scheduling

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Tables installed with On-Call Scheduling

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