Servicenow 简明教程
ServiceNow - Introduction
ServiceNow 是一个基于云的平台，主要根据 ITIL 原则开发用于工作流和流程自动化。但是，它的自定义程度很高，也可以用于其他目的。ServiceNow 是一家总部位于美国的公司，由弗雷德·拉迪于 2004 年创立。它有自己独特的版本命名方式。他们根据世界主要城市来命名版本。ServiceNow 的最新版本是奥兰多。
ServiceNow is a cloud based platform, which was mainly developed for workflow and process automation as per the ITIL principles. However, it is highly customisable and also can be used for other purposes. ServiceNow is an American based company and was founded in 2004 by Fred Luddy. It has a unique way for naming its versions. They name the versions based on the major cities of the world. The latest version of ServiceNow is Orlando.
ServiceNow 为组织提供许多随时可用的解决方案、工作流和产品。组织可以使用 ServiceNow 脚本和现有工具根据业务要求开发定制的应用程序和模块。
ServiceNow offers many ready to use solutions, workflows and products for an organisation. The organisation can develop the customised applications and modules as per the business requirement using the ServiceNow scripting and existing tools.
Services of ServiceNow
下面解释了一些 ServiceNow 的重要产品和最广泛使用的服务：
Some of the important offerings and most widely used services of ServiceNow are explained below −
IT Service management
ServiceNow 主要用作工单工具，用于管理事件、问题和变更。它具有许多高级功能、分析和见解，这些功能、分析和见解会影响 IT 的速度和交付。
ServiceNow is mainly used as a ticketing tool to manage incidents, problems and changes. It has many advanced features, analytics and insights that impacts the speed and delivery of IT.
HR management
ServiceNow 可用于几乎所有 HR 交付服务，如请假管理、工时管理、员工文档管理、新入职管理、绩效管理等。
ServiceNow can be used for almost all HR delivery services like leave management, timesheet management, employee document management, new onboarding management, performance management, etc.
IT Asset management
借助 ServiceNow，我们可以管理我们的硬件和软件资产，以优化成本并提高效率。ServiceNow 具有许可证管理、保修管理、CI 管理、高级报告和见解等功能。
With ServiceNow, we can manage our hardware and software assets to optimise cost and increase efficiency. ServiceNow has features such as licence management, warranty management, CI management, advanced reporting and insights, etc.
Finance operation management
ServiceNow 管理与财务收盘相关的所有活动，并使财务流程自动化。
ServiceNow manages all the activities related to finance close and automates the financial processes.
除了上面提到的服务，ServiceNow 还提供 IT 业务管理、安全运营、虚拟聊天机器人等服务。
Apart from offerings mentioned above, ServiceNow also offers services for IT business management, security operations, virtual chatbots, etc.
ServiceNow 使用在 Linux 上运行的 Java 和 Tomcat Web 服务器构建而成。尽管在 ServiceNow 中开发新模块和应用程序时，JavaScript 知识已经足够。
ServiceNow is built using Java and Tomcat web server running on Linux. Although to develop new modules and applications in ServiceNow the JavaScript knowledge is sufficient.
ServiceNow Instance
ServiceNow 实例是一组数据库、应用程序、虚拟机、库，它们组合在一起为特定客户提供所需的服务。ServiceNow 客户实例构建在多实例架构上。
A ServiceNow instance is a set of databases, applications, virtual machines, libraries grouped together to provide the required services to a specific customer. ServiceNow customer instance is built on multi-instance architecture.
下图显示了多实例架构 −
The figure given below shows multi-instance architecture −
这里需要注意的重要一点是，每个客户都拥有单独定制的应用程序，以及在共享硬件资源上运行的单独数据库。客户数据已加密，因此完全安全。ServiceNow 的部署非常灵活，也可以在私有云中实施。
The important point to note here is that, each customer has a separate customised application(s) along with separate database(s) running on shared hardware resources. The customer data is encrypted and therefore, is completely secure. The deployment of ServiceNow is very flexible and it can also be implemented in a private cloud.
ServiceNow 还提供开发人员实例，这是一个免费的社区版。推出 ServiceNow 开发人员实例是为了推广 ServiceNow 的使用并提供资源，以便开发人员/管理员可以在 ServiceNow 中学习、构建、增强和定制应用程序。
ServiceNow also offers developer instance, which is a community edition free of cost. ServiceNow developer instance was launched, to promote the use of ServiceNow and to provide the resources, so that the developers/administrators can learn, build, enhance and customise the applications in ServiceNow.
Generating Developer Instance
在本次教程中，我们将使用 ServiceNow 开发人员实例，我们还建议您按照以下步骤生成开发人员实例 −
In this tutorial, we will use the ServiceNow developer instance and we also recommend you to generate a developer instance using the steps below −
Step 1
转到 URL https://developer.servicenow.com/ 并点击注册。您将看到如下所示的屏幕。
Go to the URL https://developer.servicenow.com/ and click on register. You will see a screen like the one shown below.
Step 2
ServiceNow 注册表将打开。填写您的详细信息并点击提交，如下所示。
ServiceNow registration form will open. Give your details and click submit, as given below.
Step 3
ServiceNow 将发送确认电子邮件。点击电子邮件中的链接以确认注册。请参考以下所示屏幕。
ServiceNow will send the confirmation email. Click on the link in email to confirm the registration. Kindly refer the screen given below.
Step 4
现在，登录您的 ServiceNow 帐户。您将看到下面的仪表板。前往管理 → 实例。
Now, login to your ServiceNow account. You will see the dashboard below. Go to Manage → Instance.
Step 6
单击 ServiceNow 的最新版本，然后单击请求实例。在编写本教程时，最新版本是 Orlando。
Click on the latest release of ServiceNow and click on Request Instance. At the time of writing this tutorial, the latest version is Orlando.
它大约需要 20 分钟，您的实例将准备就绪。在以下页面上，您将获得您实例的链接、管理员用户名和密码。点击实例链接并输入您的用户名和密码。登录后，您将需要更改 ServiceNow 给出的默认密码。
It will take around 20 minutes and your instance will get ready. On the following page, you will get the link for your instance, the admin username and password. Click on the instance link and give your username and password. After Login, you will be required to change the default password given by ServiceNow.
请记住，如果您连续 10 天不使用开发人员实例，那么它将变得不活跃，您必须重新申请该实例。登录到您的实例后，您将首次查看 ServiceNow 门户。
Please keep in mind that, if you do not use your developer instance for 10 consecutive days then, it will become inactive and you have to reclaim that instance back. After logging into your instance, you will get the first look of the ServiceNow portal.
现在，既然您拥有 ServiceNow 实例，您就可以使用本教程浏览各种应用程序和功能。
Now that, you have your ServiceNow instance, you can explore various applications and features along with this tutorial.
ServiceNow User Interface (UI)
ServiceNow 用户界面 (UI) 由默认元素组成。该界面非常灵活，可以根据业务要求进行定制。ServiceNow UI 的概述如下 −
ServiceNow user interface (UI) is made up of default elements. The interface is highly flexible and can be customised as per the business requirements. An overview of ServiceNow UI is mentioned below −
下面说明了 UI 中的所有组件。
All the components in the UI are explained below.
Banner frame
横幅框架有一个徽标、设置选项、用户个人资料、全局搜索栏，以及在右侧边栏中切换会话和帮助的选项。
The banner frame has a logo, setting options, user profile, global search bar, and option to toggle between conversation and help in the right side bar.
Application navigator
应用程序导航器允许我们浏览所有应用程序和应用程序下的模块。我们可以在导航过滤器中提供应用程序或模块的名称，ServiceNow 会自动向我们显示所有匹配的应用程序和模块。
The Application navigator allows us to browse through all the applications and modules under the applications. We can give the name of application or module in the navigation filter and ServiceNow will automatically show us all the matching applications and modules.
例如，“事故”是 ServiceNow 中的一个应用程序，“新建”是其下的一个模块，我们可以使用它来创建一个新的事故。类似地，“打开”是事故应用程序中的另一个模块，将列出所有未解决的事故。
For example, “Incident” is an application in service now and “Create new” is a module under it, using which, we can create a new incident. Similarly, “Open” is another module inside incident application, which will list all the open incidents.
ServiceNow 提供了一个选项来通过点击侧面的星星将应用程序或模块添加为收藏内容。这对于轻松导航我们最喜爱的应用程序或模块非常有用。
ServiceNow provides an option to add applications or modules as favourite by clicking in the star at the side. This is very helpful in navigating our favourite applications or modules easily.
Sidebar
默认情况下不提供侧边栏。用户必须从横幅框架中激活它。侧边栏可以显示对话或帮助选项。使用对话功能，我们可以与同事聊天并浏览聊天历史记录。帮助选项允许我们参考管理员添加的支持文章。
The sidebar is not provided by default. The user has to activate it from the banner frame. The sidebar can either display the conversations or the help options. Using the conversation feature, we can chat with fellow colleagues and browse through chat history. The Help option allows us, to refer to the support articles which are added by administrators.
Content frame
内容框架是 ServiceNow 门户的中心部分，它列出了应用程序和模块的全部内容。此处还包含应用程序的集中菜单，这从管理角度来看很重要。以下是显示集中菜单和显示事故应用程序中未决模块的内容的内容框架的示例。
The content frame is the centre part of ServiceNow portal, which lists the entire content of applications and modules. This also contains the centralised menu of the applications, which are important from the administration point of view. Below, are the samples of content frame displaying centralised menu and displaying content of the open module in incident application.
