ITSM Scenarios (use cases) | practice assignments to start with in ServiceNow

ITSM Scenarios (use cases) | practice assignments to start with in

Hardev Singh

Dexian Asia Pacific

Try the scenarios given below to improve your ServiceNow development skills :

SECTION 1 Business Rules

Assignment # 1

- Create a table called 'incident_temp' with below two fields ? ? ? Incident Number ? ? ? Short Description - Create a business rule, this should execute only whenever any new incident created on 'Incident' table,? ? ? ? ? ? ? ?- Create a new record in 'incident_temp' table from above newly created Incident record and set Incident Number and short description values and save the record in 'incident_temp' table Assignment # 2 - Create a business rule 'Remove Temp Incident??Rule' , This should execute only whenever any record removed from 'Incident' table. ? ? ? ? ? ? ?- Query the incident number from 'incident_temp' table based on removed Incident Number record from 'Incident' table ? ? ? ? ? ? ?- Remove the corresponding incident record from 'Incident_temp' table Assignment # 3 ?- Create a business rule called ' Update Temp Incident Rule' - This should execute only whenever any incident updated in 'Incident' table. ? ? ? - Update the corresponding incident in 'Incident_temp' table and update Short description.

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TRANSFORMATION MAPS

Assignment # 1

- Customize 'Group'(sys_user_group) Form by adding a new field called 'Parent Group' and reference this field to Groups table (sys_user_group) - Export all the existing groups from?sys_user_group table into CSV file. - Update the CSV file 'Parent Group' field with any random existing group? - Upload the updated CSV file into?sys_user_group , and map ONLY newly updated 'Parent Group' field using Transformation Map - After successful upload, Open any Group record and verify 'Parent Group' field is populated correctly as per the CSV file.

SECTION 1

1.)Create an excel spreadsheet with 6 columns and consisting of data up to 20 records using import operation in service now go ahead and load data into ServiceNow with Import set option.

2.) Write down the list of steps to be performed in order to import any user from an LDAP Server.

3.) Create one of header menu and footer menu in a page using CMS features under ServiceNow.

4.) Create one of UI Page with a feature to go ahead and ask the user to enter a username?

5.) Create a new table to store information of employees (With five fields at least) and generate a child table (Employee department) we should have relations ship between employee and employee department?

6.) Define navigation steps to go ahead and view

Business Service map diagram with CI Items.

7.) List out at least one Glide record and access data from that Glide Record.

8.) Design code to go ahead and count records with Glide Aggregate.

9.) With one of example go ahead and perform manipulating of form with Glide Form.

10.) Define the difference between metrics and SLA?

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SECTION 2

1.) Go ahead and define the related list of any records you want at the bottom of the form.(For example, A simple

defined related list may be placed on the room from that lists other rooms on the same floor).

Related lists appear on forms and show records in tables that have relationships to the current record.

Users can view and modify information in related lists like any other list.

2.) Go ahead and 2 different columns in one of the existing user tables. Consider any datatype for newly added fields. created two different types of data fields, Time/date and True/False.

3.) Define navigation steps to identify dictionary of any table in ServiceNow.

Navigator->Tables->Select required table from the table->Right click on the bar->Select configure->Click on Dictionary.

4.) Create a report with one of bar graph and export that?a generated report in jpg format.

5.) What are steps to be followed to deliver an e-mail when any of record is being updated in respective object or table?

Navigate to System Notification -> Email -> Notifications. Select the name and Table. Select the filer condition when to send, who will receive and What will contain. Then submit and run

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SECTION 3 Service Catalog Assignment 1

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SECTION 4 SLA

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1. Create?an SLA the on the incident table for priority 1( i.e. high) duration should be 30 mins and 1 day for both types listed below with without schedule.

Responsive: Should start when incident active is true and assignment group is your group (select a group of your own), stop when assign to is not empty and pause when on hold.

Resolution: Should start when incident active is true and assignment group is your group (select a group of your own), stop when the state is resolve and pause when on hold.

1. Create an SLA the on the incident table for priority 4? duration should be 4 hours and? 5 days for both types listed below with schedule.

Schedule should be mon to Fri 9:00 am to 5:00pm

Responsive: Should start when incident active is true and assignment group is your group (select a group of your own), stop when assign to is not empty and pause when on hold.

Resolution: Should start when incident active is true and assignment group is your group (select a group of your own), stop when the state is resolve and pause when on hold.

(observe the change on weekend)

1. The SLA should stop on public holidays how can this be achieved?

1. Create an SLA the on the incident table for priority 1 duration should be 30 mins and 1 day for both types listed below with schedule.

Schedule should be mon to Fri 9:00 am to 5:00pm

Responsive: Should start when incident active is true and assignment group is your group (select a group of your own), stop when assign to is not empty and pause when on hold.

Resolution: Should start when incident active is true and assignment group is your group (select a group of your own), stop when the state is resolve and pause when on hold.

When SLA has reached 50% breach notification should go to assign the to person,? assign to person manager and assignment groups manager.

1. Create an SLA report for the incident and mention those records for which SLA has breached for a particular assign them to the person of that assignment group.

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SECTION 5 Form Customizations

1. Create an application called “NeedIT” it should be visible to ITIL users.

1. The application should have a table call “NeedIT” custom table

1. Fields are as follows:

??????? - Number String

- impact same as the incident

- urgency same as the incident

??????? - Priority Choice list same as incident

??????? - Requested For Reference

??????? - What needed? Choice list Notepad ++, Clarity and CoreDB.

??????? - When needed? Date/Time

??????? - State Choice list

??????? - Assignment Group

??????? - Assign to Users according to the assignment group

??????? - Short Description String

??????? - Description String

??????? - Additional

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1. There must be a related list which gives all the active incident of the mentioned “Requested For” user.

1. Number field must be read-only, Priority should depend on impact and urgency, State should read only

1. Make 3 sections in the form

???????????? - Title: Note It includes field Work notes and Additional comments.

???????????? - Related time (fields to add Opened and closed both field type as date and time)

???????????? - Close notes (closure details make mandatory when close button is clicked in the form)

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1. State value will be New, Work In Progress, Pending, resolve and closed state values to be managed by buttons.

1. Work In Progress button won’t be visible when the ticket is about to be created.

After creation of a record, the button should be visible. Only the assignment group member can see the button work In progress.

1. When the ticket is in work in progress state then pending and resolve should appear and make work notes as mandatory when changing the status to pending. and when it is placed in pending it can be again placed in progress state.

1. When resolve additional comments field should be mandatory, there should be a button to put the status back in progress.

1. After resolve, there should be a button of close.?

SECTION 6 ORDER GUIDE

1. Create an order guide

Name Software Request.

1. ??Variables required as follows

-??????????Requested by (Auto-populated by login user)

-??????????Requested for (User reference)

-??????????Location (Auto-populated according to requested by region(read - only))

-??????????Location of requested for (Populated according to a request for the user (read-only) if requested for changes location also changes.)

-??????????Software required (drop down) - Notepad ++, Clarity, Visual Studio, Pulse secure.

If Notepad++ selected one field to show one field “Version” – drop-down

-??????????The version has 2 values in drop down Older, Latest.

3? ? ?Catalog items need to be created.

4? ? ??For rule base, if software required = Notepad++ then that catalog item should be displayed.

5? ? ?Make Notepad++ catalog item mandatory.?

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SECTION 7 RECORD PRODUCER

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1? ? ??Create record producer should be linked to change request.

2? ??Variables are as follows:

-??????????Type (Standard)

-??????????Short Description

-??????????Description

These variables should be linked to change request table. The value entered in record producer of this variables should be reflected in the change request record.

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3? ? ?Create a workflow, whenever a type is Standard approval should go requested by manager.

4??? ??Approved- It should go to scheduled state. If rejected – it should go to canceled state.

5? ? ??After Schedule, it should go to Implement state.

6? ??When the state is in “Review” it should only wait for 3 days, after that it should get automatically closed. With close code = Automatically closed and close notes = Review not completed.?

7? ?In close code include one more option (Automatically closed)

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SECTION?8 REPORTS

1. Create a report on incident table fields number, caller, state , priority assignment group and assign to share it with group service desk. Service desk users should be able to modify this report.

1. In the same report make the color changes for priority.

???? 1 = Red

???? 2 = Yellow

???? 3 = Green

???? 4 = Blue

???? 5 = Grey

1. Get a report of all the incident opened last moth of priority 3 and 4.

1. Add the report of point 1 with all the changes from point 1 and 2 in a dashboard. That dashboard should be editable to 3 users of your choice.

1. Create a report on change tableof?type Emergency where there is?NOT?a related Incident or Problem.

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Try these scenarios and obviously it will improve your skills

if this article helped you in any way then mark it helpful and bookmark it for future use also if any help/concern feel free to?raise in comment box.