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Knowledge Management in ServiceNow provides an out of box, integrated knowledge experience to the customers and employees as well as the agents who services

It allows users to create, edit, and view knowledge articles to share information across the organization.

ServiceNow knowledge management lets we create new articles manually or from existing incidents or problems. Administrators can extend and enhance the knowledge management functionality by setting up.
Knowledge articles are pieces of knowledge, such as a policy or release notes. Each article exists within a knowledge base, which is managed by one or more knowledge managers.
A public knowledge base is accessible to everyone, no login required and A private knowledge base requires users to log in before they can access any articles.
Users can browse and search knowledge using a knowledge homepage or contextual search from other Service Now applications.
By implementing this knowledge management practices in the service now workplace, IT managers can improve their teams and provide better service to their customers.
  • It reduces the number of errors that are made by team member and you can avoid negative feedback on their performance.
  • It allows IT professionals to respond to customer needs faster and more effectively and your employees will know how to answer customer questions.
  • Knowledge Management saves the amount of time that must be spent on training employees and team players will constantly receive accurate and up to date information, they will require fewer formal training sessions to continue to meet and exceed performance expectations in organisations.
We can conclude that knowledge management increases staff productivity, product, service quality, and deliverable consistency by capitalizing upon codified intellectual and knowledge based assets.
The breach comes just few weeks after the Wanna Cry attacks that hits more than 150 countries including UK, US,Japan,China etc, Keep up with the recent news from the attack here.
Based on early analysis of a few publicly available samples, the window of opportunity for response is extremely short. The malware automatically reboots systems after completing its encryption and propagation routines. Early research indicates this occurs within an hour post-infection
Wanna Cry Vs Petya:
The important difference between Wanna Cry and Petya is Wanna Cry was likely deployed onto a small number of computers and then spread rapidly, where as Petya seem to have been deployed onto a large number of computers and spread via local network, therefore, in this instance there is low risk of new infections more than 1h after the attack.

Service now & Petya Ransomware:

Servicce Now noticed that Service now does not use Windows-based computers in its production environment and as well there is no direct threat to customer data hosted within Service Now’s subscription service. Nevertheless, Service Now has implemented IDS signatures, SPAM filters, and firewall rules to prevent, monitor and detect for signs of Petya attack related activities.
It recommends that all customers running Windows patch their systems for MS17-010 as soon as possible.
For further read:
Malware tech and Service now
Event Management: 
In Service now, Event Management automatically creates actionable alerts from infrastructure events captured by third party monitoring tools. When used with Service now service mapping and service now Configuration Management Database, the application maps alerts to configuration items and services.
Event Identification:
Each event is uniquely identified by the following characteristics Source, Type, Node, Resource, Event Class, and Message Key.
Message Key The event’s unique key generated by combining the source, type, node, and resource values.
The event monitoring tool generates the values of the source and resource fields and the event management implementer’s can define event types and register nodes to help uniquely identify incoming events and create alerts for the specific needs of the enterprise.
 External Event Sources:
Event Management can import events from the external sources.
The system offers native support for the following event sources,
1. Net cool/OMNIbus, Object Servers and Impact Servers.
2. Microsoft System Center Operations Manage servers.
3. Solar winds Log and event manager servers.
Users can import events from these sources with a connector definition. Event management can process SNMP traps as events, Event management can pull events from MID server periodically and MID server acts as a collection endpoint in configuration.
 Event transform rules: 
Administrators can use following rules: Identify events to transform based on a set of matching conditions, Identify which events should be ignored and Specify what event field values to add or update.
The event transform rule’s Event Class field matches the event’s class value.
The regular expressions in the Event Match Fields, embedded list match to either event fields or name value pairs in the Additional Information field.

There you go I have covered a few aspects on event management, we have been helping our costumers implementing event management Should you need any assistance in getting your event management, contact us and we should able to help you. if you like this Blog Share and Subscribe for more such blogs your way.
Jakarta introduces an exciting new feature called the Guided Tour Designer. Guided tours interactively walk users through the major components of an application. Here’s a 30 second animation that demonstrates a Guided Tour in action on the SLA Definition table.

The Guided Tour Designer allows you to build tours like the one you saw in the animation into the applications you create. In this post, I’m going to walk through the process of creating a simple guided tour for the “NeedIt” application used in the Developer Training content.

If you want to follow these steps on your own, you can fork and import the NeedIt application into your own instance. For instructions on how to do this, see the Exercise: Create the NeedIt Application from Source Control section of the Build the NeedIt Application course. After forking and importing the application, switch to the NeedItApp branch to load all of the NeedIt application artifacts. This is entirely optional, and you’re welcome to just read along as well (I’ll include plenty of screenshots).

Create a New Guided Tour

Users with the sn_tourbuilder.tour_admin or admin role can create new guided tours.

  1. Navigate to Embedded Help > Guided Tour Designer > Create Tour.

  2. Set the Tour Name to “NeedIt Tour”.

  3. Set the Application Page Name to “x_58872_needit_needit”.

  4. Specify the roles that should have access to this tour.

  5. Click the Create button


The Guided Tour Designer interface will open and you can start building tour components.



Add Tour Steps

To add a tour step, click and drag the desired callout and drop it onto the UI element you wish to call out. In the Step Instructions dialog that opens, enter the text you want the user to see and select the trigger type you wish to use. The trigger determines when the step is “complete”. This could be triggered by entering text in an input field, clicking something, clicking the “next” button on the tour among other options.



Continue adding tour steps

You can add callouts to a number of UI components and use a variety of trigger conditions. Some examples:

  • The header of a record, triggered (completed) on right-click.

  • A form section (tab).

  • A module or menu in the Navigator.

  • Elements of the ServiceNow UI header such as the profile, search and other buttons.

Here’s what the finished NeedIt tour looks like:



Test the Tour

You can test the tour at any time by clicking the Play button in the right-hand pane of the Guided Tour Designer. This will launch the tour in a new tab. Walk through the tour steps and return to the Guided Tour Designer to continue building.



Launch the Tour as an End User

Users can launch tours by clicking the Help icon in the ServiceNow header and then clicking the Take a Tour button.



Note: this button will only show up if the user is on a form that has a tour associated with it (remember when we picked the Application Page Name earlier?).

RF Process starts when a service request arrived by the user. It will handled by the service desk, using self-help tools where they can easily choose the service they require from a standard menu of selections you have predefined.
This process lets administrators automate requesting approvals, assigning requests, and fulfilling requests, using tools similar to those used else where in task administration or workflow.
For Defining the Fulfillment process, Administrators Need to be:
Set up fulfillment groups to perform the work.
Define the fulfillment processes those groups use to perform the work.
Request Closure and Evaluation:
The main objective is to submit the Request Record to a final quality control before it is closed. The aim is to make sure that the Service Request is actually processed and that all information required to describe the request’s life cycle is supplied in sufficient detail. In addition to this, findings from the processing of the request are to be recorded for future use.

Request Logging and Categorization:
The objective of the process is to record and categorize the service request with appropriate diligence and check the requester’s authorization to submit the request, in order to facilitate a swift and effective processing.
Request Monitoring and Escalation:
To continuously monitor the processing status of outstanding Service Requests, so that counter-measures may be introduced as soon as possible if service levels are likely to be breached.
Service now is typically recommends using workflows for request fulfillment processes.

There you go i have covered a few aspects on Request fulfillment, we have been helping our costumers implementing Request. Should you need any assistance in getting your Request Fulfillment, contact us and we should able to help you. if you like this Blog Share and Subscribe for more such blogs your way.

Service Transition: 
It makes sure that new or changed service satisfies the needs of customers and business expectations as documented in the service strategy and service design life cycle stages.
The Change Management is a part of Service Transition transitioning is something newly developed from the Service Design phase into service operation. Its objective is to ensure that standardized methods and procedures are used for efficient handling of all changes. Service now is implemented these processes.
Change management:
The Change Management provides a systematic approach to control the life cycle of all changes, facilitating beneficial changes to be made with minimum disruption to IT services in an organization, Change management aim is to improve the day to day operations in an organization. Network related changes that may affect one or many customers are tracked with change management.
Asset Management:
Asset Management is a process of monitoring processes, organizations, people, information, applications, infrastructure, and financial capital within an organization. This allows the organization to collect accurate records of these business components, making them available for both internal and external auditing processes.
Knowledge Management: 
It enables the sharing information to the departments,Teams and all employees in the organization in knowledge bases. These knowledge bases consists articles that provide users with information such as self help, troubleshooting, and task resolution. It supports processes for creating, categorizing, reviewing, and approving articles. Users can search and browse articles as well as provide feedback.
Configuration Management:
Release Management:

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