Service Management -- Service Management (SM) refers to the ServiceNow service management applications you install, such as Facilities Service Management. Each of these applications allow you to manage business functions that require a request-type workflow where requests are approved, qualified, assigned, and completed.
Activate Service Management -- The Service Management Core plugin is activated automatically when you activate any service management application.
Activate other Service Management applications -- After the Service Management Core plugin has been activated, you can activate other SM applications, such as Field Service management and facilities service management. You can also activate CMS portals for each of these SM applications to add them to the Service Management Portal.
Service management states -- From creation until closure, SM application requests for work (for example, work orders and facilities requests), and their respective tasks follow a life cycle tracked by the State field in Field Service Management and Facilities Service Management.
State flow customization -- State flows control the sequence in which records transition between states in Service Management applications.
State flow dictionary overrides -- A dictionary override in a state flow defines the starting state for all new records in a specific table. You set an override in tables that extend a base table only, so that your customizations are applied only to the extended table.
Work notes in state flows -- Work notes are an important part of the state flow process and are used to communicate information about state transitions.
Field controls in state flows -- You can define controls for individual fields that are enforced when a record transitions between states.
Trigger events on state changes -- You can configure a state flow to trigger a registered system event when a task transitions from a starting state to a specified end state. For example, you can use events to trigger email notifications and create script actions.
Rebuild state flows -- You can rebuild state flows when a mismatch between existing and new sys_ids occurs.
State flow cleanup -- The business rules, client scripts, and UI actions that the system creates automatically to perform custom transitions exist only while the state flow records that use them are present.
State flow example -- Your business processes might require work order tasks to be accepted automatically when dispatched to an agent.
Implications of disabling SM state flows -- State flows are used by SM applications to control how a work order or request automatically transitions from one state to the next. When state flows are disabled, various aspects of the ServiceNow system are also changed, as described here.
Re-enable state flows -- When service management state flows have been disabled, they cannot be re-enabled from the user interface.
Service Management Core installation reference -- Service Management Core includes several feature plugins. Each of these plugins installs several types of components in support of the service management process.
Planned Maintenance -- The Planned Maintenance application is not a Service Management application, but it works with Service Management applications to help organizations manage regular preventive maintenance of assets.
Managing maintenance plans -- Planned Maintenance allows you to create, maintain, and schedule maintenance for equipment that requires regular maintenance.
Create a maintenance plan -- When creating a maintenance plan, options on the form help to determine how and when maintenance should be performed.
Configure a maintenance schedule -- After creating a maintenance plan, define specific criteria for determining when the plan should be executed.
Changes to maintenance schedules -- If you make and save changes to an existing maintenance schedule, any previously associated records are updated accordingly.
Associate a maintenance plan to filtered records -- You can configure a maintenance plan with filtering criteria. For example, you can apply a maintenance plan to all records containing computers that start with "apple".
Associate a schedule template to matching records -- The instance adds templates to a maintenance schedule so the appropriate requests and tasks, such as work orders and facilities requests, can be auto-generated when a maintenance schedule runs.
Run a scheduled job to execute a maintenance schedule -- Maintenance schedules are executed whenever the meter, duration, script, or condition criteria is met. You can also use the Schedule ad-hoc feature to run a maintenance schedule manually.
Run a maintenance schedule on demand -- Maintenance schedules are typically run using the scheduled job named Planned Maintenance Nightly Run. However, you may want to run the schedule immediately or change the date when a schedule runs.
View a maintenance log -- You can view all maintenance performed on a particular CI, the next scheduled maintenance, and the last time maintenance was performed.
Maintenance plan examples -- You can define maintenance plans using model-based, meter-based, or duration-based selection criteria.
Domain separation and Planned Maintenance -- Domain separation is supported in Planned Maintenance. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
Facilities Service Management -- With the ServiceNow Facilities Service Management application, you can request changes to the operation and maintenance of your facilities, track these requests, and make the necessary changes.
Facilities Service Management overview -- The Facilities Service Management application lets users request changes to the operation and maintenance of your facilities. The facilities staff can then track these requests and make the necessary changes.
Activate Facilities Service Management -- The Facilities Service Management plugin (com.snc.facilities_service_automation) is now deprecated and no longer supported or available for new activation.
Create a group -- Set up groups and assign the necessary roles and users. The users in the group inherit the roles of the group, so you do not have to assign roles to each user separately.
Configure Facilities Service Management -- Facilities administrators can set facilities configurations to determine how the system handles daily operations.
Activate Facilities Move Management -- The (com.snc.facilities_service_automation) and the (com.snc.facilities_service_automation.move) plugins are now deprecated and no longer supported or available for new activation.
Configure Enterprise Move -- Facilities or Move administrators can set configurations to determine how the system displays colors on the move planning tool.
Activate Facilities Visualization Workbench -- The (com.snc.facilities_service_automation) and the (com.snc.facilities_service_automation.fvw) plugins are now deprecated and no longer supported or available for new activation.
Facilities visualization workbench configuration -- Space administrators configure properties on the workbench. In the application navigator, Facilities Workbench Configuration contains the configuration settings divided into sections.
Space Management properties -- Space Management Properties are available to configure floor plan, parsing, and space management defaults settings. You can control default settings like the color for selected space, compass on a floor plan, and logos and titles to appear.
Facilities service management process -- The facilities administrator creates the campus and configures the application with workflow, agent assignment, and other considerations. Employees make facilities and move requests that are tracked to specific locations anywhere on the campus.
Facilities requests -- A facilities request is a record in the system that tracks a proposed change to the physical facility of the organization. Typical facilities requests include the reporting of something bring broken or an issue like a beeping smoke alarm.
Facilities request creation -- Facilities service management uses the common service management request management process. Any user can submit a facilities request through the Facilities catalog. Users with the facilities_staff role can also create and update facilities requests from the Facilities Request form.
Create a request through the facilities catalog -- Employees use the Facilities catalog to submit requests. The catalog provides several different categories so users can choose the one that closely relates to their request.
Create a request with the facilities request form -- Facilities staff members create requests using the Facilities Request form, allowing them to associate the request with a configuration item (CI), like printers or projectors.
Facilities request approvals -- Approving a facilities request means that the request has been reviewed and is ready to be qualified for facilities task creation and assignment. When a request is sent to a user with the facilities_approver_user role, the approver has several choices.
Facilities agent assignment -- Depending on your settings in the facilities configuration screen, you can assign agents manually or using auto-assignment.
Schedule blackout periods -- A blackout period prevents work from being performed in a defined area for a scheduled time period. Blackout periods can be defined for spaces, levels, buildings, campuses, and zones.
Create a facilities schedule blackout -- Blackout periods can be defined for spaces, levels, buildings, campuses, and zones. The Facilities_admin can override blackout period requests.
Collaborate on a request -- Within a request, you can enter comments that are visible to the submitter, allowing for collaboration between the two of you. For collaboration with other agents, you can enter comments that are not visible to the submitter.
Close a request -- When you close a request, you can add details that you want the submitter to be aware of.
Closed and completed requests -- When the Request lifecycle option is set to request-driven, the assigned agent can complete and close the request once all the tasks in the request are complete.
Facilities request tasks -- A facilities request contains one or more tasks. These tasks allow qualifiers to define separate activities that must be done to complete a facilities request.
Task windows -- A task window is the time period, bordered by start and end times, in which a task is performed.
Clone a request task -- Existing tasks can be cloned to create tasks with the same populated fields.
Task template for common tasks -- If you have tasks that are often repeated across multiple jobs, you can create and reuse a task template in multiple request templates. You can also use it on a Work order request to pull common and repeatable information into a request.
Auto-dispatch a task -- When a task is auto-dispatched, the application matches the task with a nearby agent having the necessary skills and schedule that can accommodate the task.
Domain separation and Facilities Service Management -- Domain separation is supported in Facilities Service Management. Domain separation allows you to separate data, processes, and administrative tasks into logical groupings called domains. You can then control several aspects of this separation, including which users can see and access data.
Space management -- The concept of space is part of the Facilities Service Management application. Space provides a definition at all levels with the same unit measure, and presents metrics that are readily available for analysis. These metrics include occupancy percentage, total space available, and so on.
GeoJSON map files -- The floor plan visualization feature uses files in the GeoJSON format, an open standard for representing geographical features.
Community file -- The community file contains information about the campus, including the number of buildings and the number of floors for each building.
Building information -- Each drawing in the campus map file represents a building or campus overview. The campus overview is a map that shows the entire campus, and is included for multi-building campuses only.
Level information -- Each building (drawing) has a list of levels. Each level is a map and represents one floor, though that is not a rule.
Level geometry file -- The level geometry file contains all the geometry for a given level. Each file is one map that can be rendered in the ServiceNow platform.
Valid classes -- There are certain classes and class types that are valid for the level geometry file.
Process GeoJSON map files -- Processing GeoJSON map files includes parsing data from a map and importing that information to the campus space management tables. Use this process to set up your spaces or update bulk changes to your campus without having to enter each change manually.
Customer-created maps -- Creating a map begins with the addition of the campus, then the buildings, floors, and other spaces.
Space roll up calculations -- The Facilities Service Management application can roll up occupancy, area, and usage information from lower to higher levels in the space hierarchy. Roll ups apply to spaces that are designated as 'occupiable'. The occupancy values from that space are rolled up to the level above them.
Add or edit a campus -- A campus represents the top level in the organization space, and contains buildings and map sets. Details include its location, manager, gross area, and usable area. Occupancy and utilization metrics are calculated using these details.
Add or edit a building -- Buildings are assigned to campuses with a unique name, and contain floors or levels, a location, and utilization thresholds.
Add or edit a floor or level -- A floor is a level in a structure that contains spaces. It can be a floor of a building, the basement, levels in a parking lot, or outdoor areas.
Add or edit a space -- Spaces are assigned to floors or levels, and can be cubicles, conference rooms, restrooms, gymnasiums, elevators, parking spaces, and so on. Spaces are assigned users and assets, and have the most data defined.
Add or edit a zone -- Zones are a logical collection of spaces that can be shared across campuses, floors, or buildings. Examples of zones are: Chiller 4 Zone, Guest Wi-Fi Zone, AC 1 Zone, Power Circuit 3 Zone, and so on.
Delete a campus -- Delete all buildings assigned to a campus, before deleting the campus itself.
Delete a building -- Before deleting a building, delete any floors or levels defined for it.
Delete a floor or level -- Before you can delete a floor, you must first delete any spaces defined for it.
Delete a space -- Spaces can be deleted from any floor or from another space as long as the space you want to remove does not have other spaces associated with it. For example, if you want to delete a space that contains several offices, those spaces must be deleted before the parent space can be deleted.
Delete a zone -- When deleting a zone, any associated assets or spaces is also deleted.
Run transform to update data -- Running a transform exports information from your records into an .xls file. That data can be imported into the ServiceNow space management application.
Transform map -- A transform map is an .xls file that allows you to add spaces or details about spaces from other sources into the space management application.
Facilities move management -- Employees and managers can request single user moves. Members of the facilities staff can use the enterprise move tool to plan and execute large move scenarios involving multiple people, assets/CIs, and departments.
Facilities move requests -- Both employees and managers can request a move, which initiates the workflow of tasks to complete that move. Any user can submit a move request through the Facilities catalog. Users with the Facilities staff role can also create and update facilities requests using the move request form directly.
Facilities move request templates -- The facilities staff adds templates to the facilities catalog, so users can select from subcategories for their request type.
Enterprise move -- Facility teams use Enterprise Move to plan and execute move scenarios in support of large or complex employee move requests.
Move planning tool -- The Move Planning tool displays occupancy totals by campus and floor. Facilities and move administrators can add or remove users to and from scenarios while planning a move. Groups of people are selected and moved by department (department on sys_user record) or by direct manager (manager on sys_user record).
Enterprise move scenarios -- Move scenarios are used by the Facilities team to see the implications of a move in relation to other moves. Multiple scenarios can be created.
Plan a move scenario -- Facilities administrators create move scenarios when planning and executing large-scale moves. When people are added to the scenario, move_detail records are created. These records contain all the information about the potential move for a specific person, such as the reference to the sys_user, destination floor, and destination building.
Lounge -- When a facilities administrator sets up a move scenario without specifying the destination building or floor, the users are moved to the lounge.
Activate a delegator -- Delegators assign users to seats in a scenario. Activating the delegator sends an email notification request that they assign seats using Move Details.
Move delegators -- Facilities administrators assign move delegators to assign users to locations.
Assign users to seats -- Delegators receive an email notification requesting that they assign seats using Move Details.
Enterprise move details -- Enterprise move details are created when people are added to the scenario. Move details contain information about the move for a specific person, such the destination floor, destination building, need for moving boxes, or a security badge update.
Enterprise move requests -- Enterprise move requests are managed by a workflow, which contains required approvals from facilities_admin or move_admin. State changes are handled by UI actions.
Enterprise move tasks -- Before a move can be executed, destination locations for all users must be complete. Move tasks are based on check boxes on the request form.
Interactive facility maps -- The interactive facility maps, including the Workbench and the Floor Plan, provide a campus-level hierarchy, improving your facilities request tracking and space management. Decision makers in your organization can track, manage, and analyze spaces in support of organizational needs and users can find other users and assets.
Map filters -- Users can filter the map to determine how various spaces are colored.
Simple filters -- Simple filters are available for the Workbench and the floor plan.
Saved filters -- A saved filter allows advanced filtering when you want to highlight spaces, based on conditions not supported by a simple filter.
Create a map filter in Facilities Service Management -- Create a custom filter to highlight spaces on a map for fast and easy recognition. You can create custom filters for any mappable space (fm_space), asset, associated user, CI, or task with a location defined.
Enhanced labels -- Enhanced labels allow the end user to show any information on any mappable space (fm_space), as the space label. Users choose to display the occupant name, the department name, or other custom field as the default label.
Map settings -- Map settings allow the facilities staff or users to choose the appearance of their floor plan.
Find a space or user -- All users in your organization, regardless of their role, can search for other users and spaces. The results are ordered by current level or floor, current campus, and other campuses.
Find an asset or CI -- All users in your organization, regardless of their role, can search for assets and CIs. The results are ordered by current level or floor, current campus, and other campuses.
Show any task on a map -- Custom tables that are extended from task can be created, shown, and managed on the interactive map. The location field on the task, must be a mappable space (fm_space). There are some location fields on task that may have a reference qualifier that does not allow fm_space be used.
Facilities Floor Plan -- Users use the floor plan find other users, spaces, and assets. Users can also create facilities requests from any space on the floor plan.
Create a facility request from the floor plan -- All users in your organization can create any facility requests that your facilities admin [facilities_admin] has enabled on the floor plan view.
Facilities Workbench -- Members of the facilities staff use the workbench to interact dynamically with the floor plan. Users have access to the floor plan (but not the workbench), from which they can find other users and spaces.
Find a move request -- Facilities and move staff can locate and manage move requests from the Moves tab within the workbench.
Find a facilities request -- Facilities administrators can locate and manage requests from the Requests tab within the workbench.
Edit a zone -- Facilities administrators and staff can edit existing zones from the Zones tab within the workbench.
Request Management in a Service Management application -- Agents regularly access request records as they resolve requests and correspond with the submitters. They can also access built-in reports to see information like the number of active or unassigned requests for an SM application.
Request creation -- Requests are created differently based on the role that has been granted to the user. Department administrators can create requests differently than an employee can.
Create a request through a catalog -- The catalog provides several different categories so users can choose the one that closely relates to their request.
Request creation using inbound email actions -- Requests can be automatically created or updated from the information in inbound emails as long as the functionality has been enabled on the configuration screen of SM application. The emails are also to be sent to a mailbox defined by criteria in the appropriate inbound email action.
Create a request from an inbound email -- Requests can be automatically created from the information in inbound emails as long the functionality has been enabled on the configuration screen of SM application. The emails are also to be sent to a mailbox defined by criteria in the appropriate inbound email action.
Create a request from a forwarded inbound email -- Requests can be automatically created from the information in forwarded inbound emails as long the functionality has been enabled on the configuration screen of SM application. The emails are also to be sent to a mailbox defined by criteria in the appropriate inbound email action.
Update a request from an inbound email -- Requests can be automatically updated from the information in inbound email replies as long the functionality has been enabled on the SM application's configuration screen. The emails must also be sent to a mailbox defined by criteria in the appropriate inbound email action.
Request states -- Service Management requests follow a specific life cycle and move through a series of states, which are displayed in the State field on the request record.
Request approvals -- Approving a request in an SM application means that the request is ready for task creation and assignment.
Agent assignment methods -- Depending on your settings in the SM application's configuration screen, you can assign agents manually or using auto-assignment.
Agent auto assignment -- When auto assignment is enabled and a task is qualified or marked as Ready for Work, an appropriate agent is automatically assigned to the task and it is moved to the Assigned state. If the task cannot be auto-assigned, a user with the dispatcher role must adjust the values in the request or task form and then save the record.
Agent auto assignment using rating-based criteria -- Rating-based methods, such as location, skills, and time zones, help to auto assign agents based on configuration settings and optional properties. The calculated ratings are used to determine the best agent to perform the task.
Agent auto assignment using location -- Agents can be auto assigned based on the location defined in their user record and the location of the tasks.
Agent auto assignment using skills -- Agents can be auto assigned based on the skills of an agent, and the skills required to perform the task. Assign skills to an agent user records using Skills Users .
Agent auto assignment using time zones -- Agents can be auto assigned based on the time zone defined in their user records and the time zone of the tasks.
Agent auto assignment using time-based criteria -- Time-based methods, such as schedules and priority assignment, help you auto assign agents based on configuration settings and optional properties. The calculated ratings are used to determine the best agent to perform the task.
Agent auto assignment using priority assignment -- The priority assignment feature enables you to configure auto assignment so that agents can be assigned to perform tasks or provide services on a continual, 24x7x365 basis. Priority assignment is triggered when the priority of a task matches the priority set in the application configuration page.
Agent auto assignment using multiple selection criteria -- At its simplest, auto assignment involves identifying a set of selection criteria and automatically assigning the task to the agent who most closely meets the criteria. You can, however, select multiple sets of criteria, including both rating-based and time-based criteria.
Collaborate on a request -- Within a request, you can enter comments that are visible to the submitter, allowing for collaboration between the two of you. For collaboration with other agents, you can enter comments that are not visible to the submitter.
Close a request -- When you close a request, you can add details that you want the submitter to be aware of.
Closed and completed requests -- When the Request lifecycle option is set to request-driven, the assigned agent can complete and close the request once all the tasks in the request are complete.
Request task management -- A request contains one or more tasks. These tasks allow qualifiers to define activities that must be done to complete a request.
Request task states -- Like requests, the associated request tasks follow a specific life cycle and move through a series of states, which are displayed in the State field on the task record.
Task windows -- A task window is the time period, bordered by start and end times, in which a task is performed.
Task template for common tasks -- If you have tasks that are often repeated across multiple jobs, you can create and reuse a task template in multiple request templates. You can also use it on a Work order request to pull common and repeatable information into a request.
Clone a request task -- Existing tasks can be cloned to create tasks with the same populated fields.
Request Management Platform Analytics Solutions -- Platform Analytics Solutions contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.
Open Requested Item State Monitor dashboard -- Use this dashboard when you wish to dive into open requests for items divided by State: Pending, Work in Progress, or all Open requests.