Servicenow 简明教程

ServiceNow - Quick Guide

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 5

现在，单击请求实例。

Now, click on request 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.

ServiceNow - Fundamentals

让我们更进一步，了解 ServiceNow 的一些基础知识。在本章中，我们将介绍用户/组/角色、列表、表单、应用程序、模块和更多其他概念。

Let’s move a step ahead and learn some basics of ServiceNow. In this chapter, we will go through users/groups/roles, lists, forms, applications, modules and a few more concepts.

ServiceNow 开发人员实例具有大量的虚拟数据，如用户、事件、组等，我们可以引用它们来深入理解该概念。在本章的剩余部分，我们将采用 BookWorm ltd 的旧示例，并尝试理解 ServiceNow 在组织内部运作中的位置。

The ServiceNow developer instance has ample of dummy data like users, incidents, groups etc., which we can refer to gain good understanding about the concept. Throughout the remaining chapter, we will take our old example of BookWorm ltd. and try to understand where, ServiceNow fits in the internal functioning of the organisation.

Applications and Modules

ServiceNow 定义了 Application ，即提供服务和管理业务流程的文件和数据集合，而 Modules 是链接到平台上的其他页面或记录的应用程序的子项。

ServiceNow defines Application as, a collection of files and data that deliver a service and manage business processes and Modules are, children of application linking to other pages or records in the platform.

例如，我们有一个名为“事件”的应用程序，其中包含“创建新事件”等模块，以便为 BookWorm ltd 的任何部门创建一个新的事件。 “打开”模块列出了 BookWorm ltd. 中的所有打开的事件。（此模块可能仅对系统管理员可见）。

For example, we have an “Incident” application, which has modules like “Create new” to create a new incident for any department in BookWorm ltd. “Open” module lists all the open incidents within BookWorm ltd. (This module may only be visible to system administrators).

类似地，还有其他重要应用程序，如问题、变更、工作流等及其各自的模块，如 “创建新事件”、“打开”、“工作流编辑器”等。

Similarly, there are other important applications like Problem, Change, Workflows, etc. and its respective modules like “Create New”, “Open”, “WorkFlow editor”, etc.

Lists and Forms

在此，您将了解什么是 ServiceNow 中的列表和表单。

Here, you will understand what are the lists and forms in ServiceNow.

Lists

它显示了数据表中的一组记录（基于某些条件）。它可以是分配给 BookWorm ltd 中某个组的事件列表，或者是从问题表中分配给任何组的问题列表，等等。

It displays the set of records (based on certain conditions) from the data table. It could be a list of incidents assigned to a certain group, from the incident table or list of problems not assigned to any group from problem table, etc.

下面是一个示例，从事件表中显示了已解决的事件的事件列表。

Below is an example, of the Incident list having incidents, which are resolved from the incident table.

此列表是通过“事件”应用程序的“已解决”模块生成的。这是 ServiceNow 提供的一个默认模块。若要打开此模块并浏览此列表，请在应用程序导航器中搜索“事件”，然后在事件应用程序中找到“已解决”模块。

This List is generated via the “Resolved” module of “Incident” application. This is a default module provided with ServiceNow. To open this module and explore this list, search “Incident” in application navigator and inside the Incident application find “Resolved” module.

Forms

它显示数据表中的一条记录，或者它可用于输入/更新数据表中的记录。例如，事件表单将显示有关单个选定事件的详细信息，或者它还可以用于在事件表中输入新事件的详细信息。

It displays one record from the data table or it can be used to enter/update a record in a data table. For example, an incident form will display details related to a single selected incident or it can also be used to enter details of a new incident in an incident table.

下面分别给出包含现有事件记录详细信息的表单和输入新事件记录详细信息的表单。

The form which have details of existing incident record and form to enter the details of the new incident record are given below respectively.

若要访问上述示例中的第一种形式，请进入事故应用程序内的“已解决”模块。将出现已解决事故的列表。点击任何事故编号以打开该表单。通过事故应用程序的“创建新内容”模块可以访问上述示例中的第二个屏幕，其中有一个用来输入新的事故详细信息的表单。

To access the first form in the above example, go to “Resolved” module inside Incident application. A list of resolved incidents will appear. Click on any incident number, to open the form. The second screen in the above example, having a form to enter new incident details, can be accessed via “Create New” module of Incident application.

Users, Roles and Groups

下文将详细说明 ServiceNow 中的用户、角色和组。

The users, roles and groups in ServiceNow are explained below in detail.

Users

是使用组织中 ServiceNow 的个人。系统管理员拥有创建新用户、浏览现有用户列表、删除用户和模拟用户的权限。

are the individuals who use the ServiceNow within an organisation. The system administrator has the authority to create a new user, browse through the list of existing users, delete a user and impersonate a user.

若要打开现有用户的列表，请进入用户管理应用程序中的“用户”模块。

To open the list of existing user, go to “Users” module inside User administration application.

（在应用程序导航器中搜索用户，并点击用户管理下的“用户”）

(Search user in application navigator and click on “Users” under User Administration)

若要创建新用户，请点击内容框架左上角的新建按钮。将打开以下表单以输入用户表的新的数据记录。

To create a new user, click on the New button in top left of the content frame. Following form will open to enter a new data record for the user table.

系统管理员还可以模拟用户，这意味着系统管理员可以作为另一个用户登录到 ServiceNow。横幅框架中有一个选项可模拟为任何其他用户。

A system administrator can also impersonate a user, which means that system administrator can login to ServiceNow as another user. There is an option in the banner frame, to impersonate as any other user.

Roles

与用户在组织中执行的任务相关联。基于工作档案分配角色。例如，可以有事故经理角色、应用程序开发人员角色、事故分析员角色等。

are associated with the task that a user performs within an organisation. The role is assigned based on the work profile. For example, there can be an incident manager role, application developer role, incident analyst role, etc.

角色控制对应用程序和模块中功能和能力的访问。因此，系统管理员角色可以访问事故经理角色可能没有的几个应用程序。可在“用户和组”下的“系统安全”应用程序中找到角色列表和添加新角色的表单。

The roles control the access to the features and capabilities in applications and modules. So, a system administrator role may have access to a few applications which incident manager role may not have. The list of roles and form to add a new role can be found in System security application under Users and Groups.

Groups

组是执行类似任务的用户集合。例如，可能有一组更改经理，他们可以批准生产中的变更，或者可能有一个采购组，他们有权提出采购订单等。可以通过系统安全性→用户和组→组访问该组。

Groups are the collection of users, which perform a similar task. For example, there can be a group of change managers, who can approve the changes in production, or there can be a procurement group, who have the access to raise the purchase order, etc. The group can be accessed via System security → Users and groups → Groups.

最佳实践始终是将用户分配给组或反之亦然，并将角色进一步分配给组。通常不建议将用户直接分配给角色。原因通过以下示例进行说明：-

It is always best practise to assign users to groups or vice versa, and further assign roles to groups. Generally, it is not recommended to assign users directly to the roles. The reason is explained using the below example −

假设在 BookWorm ltd. 中的许多组中。(在 ServiceNow 中)，有一个组适用于 IT 团队，在 IT 团队下有一个子组适用于“全栈工程师”。除此之外，还有几个角色，即“后端 IT 服务”和“前端 IT 服务”。必须将全栈工程师分配到这两个角色，以便他们拥有针对前端和后端 IT 服务的访问权限和许可特权。

Suppose among many groups in BookWorm ltd. (in ServiceNow), there is one group for the IT team and under the IT team there is a child group for ‘Full stack engineers’. In addition to this, there are a couple of roles i.e., ‘Backend IT services’ and ‘Frontend IT services’. The Full stack engineers need to be assigned to both the roles so that they have accesses and licence privileges meant for both, Frontend and Backend IT services.

一位全栈工程师加入了 BookWorm ltd.，他精通后端技术和前端技术。因此，与其将此用户分别分配给两个角色(后端 IT 服务和前端 IT 服务)，不如创建一个全栈工程师组，并将此组分配给两个角色，即后端 IT 服务和前端 IT 服务。

A full stack engineer joined BookWorm ltd. who is expert in both backend technologies and frontend technologies. Therefore, instead of assigning this user to two roles (Backend IT services and Frontend IT services) separately, it would be a good idea to create a group of full stack engineer and assign this group to two roles, i.e., Backend IT services and Frontend IT services.

现在，对于加入 BookWorm ltd. 的所有全栈工程师，管理员只需将该全栈工程师用户分配给全栈工程师组，该组是 IT 团队的子组。

Now, for all the full stack engineers joining the BookWorm ltd., the administrator only has to assign that full stack engineer user to the full stack engineer group, which is a child group of the IT team.

为了更好地理解这个概念，我们用 ServiceNow 来实际实施上述示例。

Let’s implement the example mentioned above practically in ServiceNow, to understand this concept better.

Practical

首先，我们将创建一个组，即 IT 团队及其子组全栈工程师。在导航过滤器中，搜索“用户管理”并在用户管理下选择“组”模块。以下屏幕将在内容框架中打开。

First, we will create a group, i.e. IT team and its child group Full stack engineers. In the navigation filter, search “User administration” and select “Group” modules under user administration. The following screen will open in the content frame.

单击“新建”按钮并填写详细信息。只需名称就足以识别组。您还可以提供组电子邮件并从用户列表中选择经理。父标记用于在组中创建层次结构，因此，对于 IT 团队组，我们可以将其留空，对于全栈工程师组，我们可以将 IT 团队组指定为父组。

Click on the New button and give the details. Only Name is sufficient to identify the Group. You can also give Group email and select the manager from the list of users. The parent tag is used to create a hierarchical structure in the group, so for the IT team group, we can leave it blank and for Full stack engineers group, we can give IT team group as the parent.

现在我们已经创建了这些组，让我们继续前进并创建两个角色 - 后端 IT 服务和前端 IT 服务，它们将被分配给全栈工程师组。在“用户管理”中，转到“角色”模块。

Now that we have created the groups, let’s move ahead and create two roles - Backend IT services and Frontend IT services, which will be assigned to the group Full stack engineers. Inside “User administration”, go to “Roles” module.

单击“新建”按钮并输入角色名称。将应用程序保留为“全局”，以允许为 ServiceNow 中的每个应用程序实现此角色。授予“提升特权”意味着分配给此角色的用户将获得比标准用户更高的访问权限/特权。他们可能需要管理某些功能。

Click on the New button and give the name of the role. Keep the application as Global to allow this role to be implemented for every application in your ServiceNow. Granting “elevated privilege” means that, the user assigned to this role, will be given accesses/privileges more than a standard user. They may require administering certain functionality.

现在，我们必须将这些角色分配给我们的组。再次转到“组”模块并在内容框架顶部“新建”按钮旁边搜索我们的组“全栈工程师”。

Now, we have to assign these roles to our group. Go to “Groups” module again and search our group “Full stack engineers” at the top of content frame beside New button.

打开组“全栈工程师”，现在您将看到一个新部分以添加角色或组成员。在角色选项卡中，单击编辑按钮，如下屏幕所示。

Open group “Full stack engineers” and now you will see, a new section to add roles or Group members. In the roles tab, click edit button and below screen will appear.

在集合框中搜索角色，我们刚刚创建了“前端 IT 服务”。选择该角色并单击箭头按钮以将该角色添加到此组中。最后，按“保存”按钮。您将返回组模块的主屏幕。使用右上角的“更新”按钮更新记录。同样，对后端 IT 团队服务重复此过程。

Search the role, we have just created “Frontend IT services” in the collection box. Select the role and click on the arrow button to add the role in this group. Finally, press the Save button. You will be taken back to the main screen of the Group module. Update the record, using the update button in the top right corner. Similarly, repeat the process for Backend IT team services.

让我们继续在 ServiceNow 中添加一些用户。导航到“用户管理”应用程序中的“用户”模块，然后单击“新建”按钮。

Let’s move ahead and add some users in ServiceNow. Navigate to “users” module in “user administration” application and click on New button.

输入新用户的详细信息并按提交按钮。类似地，您可以添加更多用户。我们在此处添加了两个新用户，John Newman 和 Cindy Davis。

Enter the details of the new user and press submit button. Similarly, you can add a few more users. We have added two new users here, John Newman and Cindy Davis.

要将组“全栈工程师”分配给这些用户，请再次打开新创建的用户，并在用户底部滚动。您将看到一个新部分以向此用户添加角色或组。

To assign the group “full stack engineer” to these users, open the newly created users again and scroll at the bottom of the user. You will see a new section to add roles or groups to this user.

转到组选项卡并单击编辑按钮。将出现以下屏幕：-

Go to Groups tab and click on edit button. Following screen will appear −

在收集框中搜索“全栈工程师”组，选择组并点击箭头按钮添加该组到用户 John Newman。对 Cindy Davis 重复类似过程。所以，终于我们创建了用户、组和角色。然后我们向组添加了角色，并向用户添加了组。

Search the group “full stack engineers” in the collection box, select the group and click on the arrow button to add this group to the user John Newman. Repeat the similar process for Cindy Davis. So, finally we have created users, groups and roles. We have then added the roles to the group and group to the user.

Tables, Columns and Fields

让我们学习在 ServiceNow 中的表、列和字段是什么。我们将从理解表开始。

Let us learn, what are tables, columns and fields in ServiceNow. We will begin by understanding about the tables.

Tables

表是 ServiceNow 中数据的集合。应用程序和模块使用表来存储、显示和处理数据。例如，“事件”应用程序有一个事件表。类似地，还有用户表、变更请求表等。

Tables are the collection of data in ServiceNow. The applications and modules use tables to store, display and process the data. For example, the “Incident” application has an incident table. Similarly, there is a user table, change request table, etc.

若要检查表结构或更新表结构，请使用“系统定义”应用程序的“表”模块。

To check the structure or update the structure of any table make use of the “Tables” module of “System Definition” application.

表名可以在内容屏幕的顶部部分进行搜索。

The table name can be searched in the top section of the content screen.

让我们探索事件表。一旦我们点击所需的表，我们可以在该表中找到所有列、列类型（整数、字符串等）、最大长度等。可以使用新建按钮向表中添加新列。

Let’s explore the incident table. Once, we click the desired table, we can find all the columns in the table, column type (integer, string, etc.), maximum length, etc. The new column can be added to the table, using the New button.

这里要注意的重要一点是，表中的每一行都指向唯一记录。例如，如果在 BookWorm ltd. 中针对全面堆栈工程师组报告数据库连接问题而发出了事件 IN3325643 。事件表中将添加一个特定于事件记录 IN3325643 的新行。

The important point to note here is that, every row in the table points to the unique record. So, for example, if an incident IN3325643 is raised in BookWorm ltd., for the full stack engineers group reporting the database connectivity issue. There will be a new row added in the incident table, which is specific for the incident record IN3325643.

若要浏览数据，请在导航栏中搜索“<表名>.list”（在本例中为 incident.list）。

To browse the data, in the table search “<tablename>.list” in the navigation bar (incident.list in this case).

如果我们关注此事件记录，则此记录中的每一列都代表具有特定值的字段。例如，此事件记录 IN3325643 具有“呼叫方”列为 Abel Tuter，这是此记录的一个字段。若要打开任何记录，请从列表中点击事件号。

If we focus on this incident record, every column in this record represents the field having a specific value. For example, this incident record IN3325643 is having column “Caller” as Abel Tuter, this is one of the fields of this record. To open any record, click on the incident number from the list.

类似地，您可以探索其他表，如用户、问题、变更等。我们甚至可以根据业务需求为我们的定制应用程序创建新表。可以从内容框架顶部部分的表模块 → 新建按钮创建新表。

Similarly, you can explore other tables like users, problem, change, etc. We can even create a new table, for our custom applications as per the business requirements. The new table can be created from the Table module → New button in the top section of the content frame.

ServiceNow - ITIL

ITIL 代表 Information Technology Infrastructure Library 。它是由英国政府的中央计算机和电信局 (CCTA) 在 20 世纪 80 年代引入的。

ITIL stands for Information Technology Infrastructure Library. It was introduced by the UK government’s Central Computer and Telecommunications Agency (CCTA) during the 1980s.

ITIL 是一系列书籍，其中包含了实现高效的 IT 服务 IT (Information Technology) Service Management (ITSM) 所规定的流程和最佳实践，并详细阐述了在任何组织中提供端到端 IT 服务所需的所有活动。

ITIL is a collection of books having processes and best practises laid down in order to achieve efficient IT (Information Technology) Service Management (ITSM) and elaborating all the activities required for delivering end to end IT services in any organisation.

ITIL 将服务定义为“通过促进客户希望实现的结果来提供价值的方法，但没有特定成本和风险的所有权。”ITSM 陈述了组织内设计、交付和管理 IT 服务的系统方法。

ITIL defines service as “means of delivering value to customers by facilitating outcomes customers want to achieve, but without the ownership of specific costs and risks.” ITSM states the systematic approach to design, deliver and manage IT services within the organization.

Stages of ITIL

ITIL 分为五个主要阶段。每个阶段都在服务生命周期中发挥特定的作用，并形成 ITIL 的骨架。让我们简单了解每个阶段。

ITIL is divided into five main stages. Every stage has a specific role to play in a service life cycle and form the skeleton of ITIL. Let’s look into each stage briefly.

Service Strategy

这是 ITIL 的第一阶段，它制定了新服务（或现有服务的更改）的蓝图。在这一阶段制定了服务的恰当计划和路线图。本阶段讨论了服务的各个方面，如价值创造、资源、能力、投资、投资组合等。

It is the first stage of ITIL, which lays down the blueprint of a new service (or changes in an existing service). The proper plan and roadmap of the service is prepared in this stage. All the aspects of services like value creation, resources, capabilities, investment, portfolio, etc. are discussed in this phase.

Service Design

这是 ITIL 的下一阶段，其中根据服务策略制定新服务或更改后的服务的架构。它还根据业务要求制定流程、政策和解决方案。

This is the next phase of ITIL, wherein, architecture of the new or changed service takes place, as per the service strategy. It also lays down the processes, policies and solutions as per the business requirements.

Service Transition

这是 ITIL 的第三个阶段，这一阶段的主要目标是在生产（现实世界）中规划、管理、构建和部署新服务或更改后的 IT 服务。该阶段还起草了风险管理和退出计划。变更管理是在服务过渡中出现的重要的流程之一，稍后将对此进行解释。

This is the third stage of ITIL and the main objective of this stage is plan, manage, build and deploy the new or changed IT service in the production (real world). This stage also drafts the risk management and back out plans. Change management is one of the important processes which comes under service transition, which is explained later.

Service Operation

ITIL 的这个阶段专注于向客户交付的日常 IT 服务。它确保高效交付每项 IT 服务，尽可能减少（或根本没有）中断。这一阶段引入了各种流程，这些流程在发生服务中断时需要执行，其中服务中断管理和问题管理尤为重要。

This stage of ITIL focuses on the day to day IT services, which are delivered to the customers. It makes sure that; every IT service is delivered efficiently without any (or at minimum possible) disruption. This stage introduces various processes, which need to be carried out in case of service disruption, incident management and problem management being important among them.

Continual Service Improvement (CSI)

该阶段突出了可以采取的提高总体服务效率和性能的步骤。CSI 与所有其他阶段紧密配合，并采用指标驱动的方法找出改进机会。

This stage highlights the steps that could be taken, to increase the overall efficiency and performance of the service. The CSI works closely with all the other stages and identifies improvement opportunities with metrics driven approach.

Processes in ITIL

现在我们来看看 ITIL 中的三个主要流程。 Change Management 属于服务过渡， Incident Management *and *Problem Management 属于服务运营。

Now let’s look into the three main processes in ITIL. The Change Management comes under Service Transition and Incident Management *and *Problem Management comes under Service operation.

Change Management

这是一种方法，指导如何准备、管理和支持服务中的过渡。它处理组织中的任何类型变更。可能是技术变更、流程变更、组织重组、物理数据中心相关变更、软件相关变更、服务器相关变更等。

It is an approach which guides on how to prepare, manage and support transition in the service. It deals with any kind of change within the organisation. May it be technological change, process change, organisational restructuring, physical datacenter related changes, software related changes, server related changes, etc.

在 ServiceNow、Remedy 等任何 ITIL 工具中都会针对特定变更请求进行提出，以跟踪变更。变更请求会经历评审、审批、预算、文档等多个阶段，这些阶段会根据组织的策略而有所不同。

specific change request is raised in any ITIL tools like ServiceNow, Remedy, etc. to track the change. The change request undergoes several stages like review, approval, budgeting, documentations, etc. which may vary as per the organisation’s policies.

Incident Management

这是一种识别、分析、管理和恢复任何服务中断的方法。事件管理确保服务的性能达到标准，并尽快恢复服务质量的任何中断。

It is an approach to identify, analyse, manage and restore any disruption caused in the service. Incident management ensures that the performance of the service is up to the mark and any interruption in the quality of the service is restored as soon as possible.

支持/服务台主管会针对每个报告的中断在 ITIL 工具中创建一个具有唯一工单号的特定事件记录。对应的团队会进一步分析并恢复服务，并相应地在 ITIL 工具中更新事件工单。

A specific incident record with unique ticket number is raised in ITIL tool, by support/service desk executive for each and every disruption reported. The corresponding team further analyses and restore the service and updates the Incident ticket accordingly in ITIL tool.

Problem Management

问题管理的目的是找到反复事件的永久根源。问题管理减轻了反复事件对服务的影响。根据 ITIL 实践，会针对反复类型事件创建一个问题记录。

The purpose of problem management is to find a permanent root cause for the recurring incidents. Problem management mitigates the impact of the recurring incidents in the services. As per the ITIL practice, a problem record is raised for recurring types of incidents.

对应的团队会找到确切的根源，并针对事件的永久解决提出变更或修复建议。针对建议的修复/变更提出了一个变更请求，并通过变更管理流程在生产中实施。

The corresponding team finds the exact root cause and proposes change or fix in the service for the permanent resolution of the incident. A change request is raised for the proposed fix/change and it is implemented in production through change management process.

Example of entire ITIL process

我们以在线通过其网站销售书籍的初创公司 BookWorm ltd. 为例。该公司计划在选定的城市推出图书租赁服务。此服务提供上门送书和归还租赁图书的便利服务。自成立以来，该公司就采用了 ITIL 框架，并且由于这是一项新服务，因此应该经历 ITIL 的各个阶段。

Let us take an example of a startup BookWorm ltd., which sells books online through their website. The company is planning to launch a book rental service in selected cities. This service provides facility for doorstep delivery and return of the rented books. The company has adopted an ITIL framework, since its establishment and since, this is a new service, it should undergo various stages of ITIL.

Service strategy

首先向利益相关者介绍服务提案。在此阶段讨论客户基础、投资回报 (ROI)、价格、市场研究、竞争对手和商业模式。

The service proposal is first presented to the stakeholders. The discussions on customer base, return on investment (ROI), prices, market research, competitors and business model takes place in this phase.

Service design

该领域的专家准备服务的蓝图。此阶段最终确定用于向客户交付服务的技术、订阅计划、付款方式、在线门户设计、交付和归还模式及费用。

The blueprint of the service is prepared by the experts in the respective fields. The technology that will be used to deliver the service to the customer, subscription plans, payment method, online portal design, delivery and return model and charges are finalised in this stage.

Service transition

在此时刻，服务范围和设计已经定义。在服务过渡中，开始准备实施服务。针对新服务提出了变更请求，相应团队会执行软件开发、预算、审批、采购、库存管理等活动。最终确定服务的路线图，并为服务上线设定里程碑日期。

At this point of time, scope and design of the service is already defined. In service transition, the preparation to implement the service starts. The change request is raised for the new service and activities like software development, budgeting, approval, acquisitions, inventory management is undertaken by the respective teams. The roadmap for the service is finalised and milestone dates are set for the service to go live.

Service operation

服务现在已投入生产，客户、用户或内部团队在服务交付期间报告的每个问题（无论是临时性还是反复性）均由服务运营进行跟踪和管理。

The service is now in production and each and every issue (whether one time or recurring) reported during the service delivery by the customers, users or internal team is tracked and managed by the Service operation.

Continual Service Improvement

在这个持续过程中，会发现改善服务的机会，例如，内部 IT 团队建议为其网站使用新的 CMS（内容管理系统）工具，该工具提供改进的指标、易于访问和增强的功能。

In this continuous process, the opportunities are identified to make service better, for example, internal IT team suggests a new CMS (content management system) tool for their website, which provides improved metrics, easy access and enhanced features.

Change, Incident and Problem Management

下面讨论了 BookWorm Ltd. 在变更管理、事件管理和问题管理方面的示例：

An example of BookWorm Ltd. with respect to change management, incident management and problem management is discussed below −

BookWorm ltd. 已提出一个想法，将新的 CMS 作为持续服务改进的一部分实施。服务改进计划经历 ITIL 的各个阶段 - 服务战略、服务设计、服务过渡，最后在生产中实施新的 CMS，并作为服务运营的一部分进行监控。新 CMS 按预期执行，并提供增强的功能。

The BookWorm ltd. has taken forward the idea to implement the new CMS as a part of continual service improvement. The service improvement plan undergoes various stages of ITIL - Service strategy, Service design, Service transition and finally the new CMS is implemented in production and is being monitored as part of Service operation. The new CMS is performing as expected and is providing enhanced features.

有一天，使用图书租赁服务的一位客户打电话给客服并报告说，他选择了其基本计划的月度订阅，但按高级计划向他收取了费用。客服主管在 ITIL 工具中为该问题创建了事件工单，并将其转发给相关团队。这是 Incident management phase 。IT 团队检查问题，并直接从后端（数据库）纠正账单金额和计划，并将事件标记为已解决。

One fine day a customer using book rental service calls up the customer care and reports that, he had opted for the monthly subscription of their basic plan, but he was billed as per the premium plan. The customer care executive creates an Incident ticket for the issue in ITIL tool and forwards it to the respective team. This is the Incident management phase. The IT team checks the issue and corrects the bill amount and plan from the backend (database) directly and marks the incident as resolved.

一段时间后，多个客户报告了类似事件。在通过后端手动调整解决问题后，IT 团队决定找到永久根源并解决此问题。他们在 ITIL 工具中为此反复事件打开了一个问题记录，并开始调查。这是一项 problem management phase 。经过调查，团队在其脚本中发现了一个错误，并确定了解决方案的一部分所需要的 скрипт中的所需要的变更。

With time, several similar incidents got reported by multiple customers. After resolving the issue by manual adjustment from the backend, the IT team decides to find a permanent root cause and fix this issue. They open a problem record for this recurring incident in an ITIL tool and start the investigation. This is a problem management phase. After an investigation, the team spots a bug in their script and identifies the changes required in the script as a part of fix.

IT 团队现在在 ITIL 工具中提出更改请求，修复新 CMS 脚本并开始处理代码更改。这是 change management phase 。更改请求将经历各种审批、优先级和预算编制阶段，最后根据商定的日期在生产中实施。

The IT team now raises a change request in ITIL tool to fix the script of the new CMS and starts working in the code changes. This is the change management phase. The change request goes through various approval, prioritisation and budgeting phase and finally, gets implemented in production as per the agreed date.

ServiceNow - Cloud Services

提供云计算的供应商称为云服务。“云”在云计算中是指互联网。因此， cloud computing refers to providing computing services like storage, CPU, networking, RAM, servers, etc. over the Internet 。但是，云计算多年来不断发展，因此提供了一系列服务，如软件开发平台、工具、增强型基础设施管理等。

The vendors providing Cloud computing are called Cloud services. The “cloud” in cloud computing refers to the internet. Therefore, cloud computing refers to providing computing services like storage, CPU, networking, RAM, servers, etc. over the Internet. However, cloud computing has evolved over the years and thereby, providing a range of services like software development platforms, tools, enhanced infrastructure management, etc.

市场上的主要云服务提供商包括谷歌、亚马逊、IBM、甲骨文、SAP 等。一个云计算的完美示例是 Google 文档。所有文档都存储在 Google 云中，可以从任何地方、任何时间和任何设备访问文档，无需在系统中安装任何特定软件（文档查看器/编辑器）。可通过用于访问文档的文档和应用程序在云中使用。

The major cloud service providers in the market include Google, Amazon, IBM, Oracle, SAP, etc. A perfect example of cloud computing is Google docs. All your documents are stored in Google cloud and you can access your documents from anywhere, anytime and from any device without having any specific software (Document viewer/editor) installed in your system. Your documents and application through which you can access your documents, both are available in the cloud.

下图给出了云计算的总体视图。

The below figure gives an overall view of cloud computing.

可以基于组织或个人的要求和业务需求以多种方式实施云计算。云基础架构可以以多种方式设置，称为云部署模型。

Cloud computing can be implemented in a number of ways based on the organisation’s or individual’s requirement and business needs. Cloud infrastructure can be setup in a number of ways, which are referred to as cloud deployment models.

Types of deployment models

部署模型的类型如下−

The types of deployment models are as follows −

Public cloud

此类云可免费供公众使用。它可以归属于提供免费服务的大公司或政府组织。例如 - Gmail、Dropbox、Microsoft Azure 等。

This type of cloud is freely available for public use. It can be owned by big companies or government organisations providing free of cost services. For Example - Gmail, Dropbox, Microsoft Azure, etc.

Private cloud

私有云由单个组织专属用于其内部目的。一般来说，与防火墙相伴，限制了公众使用云。例如，一个大型跨国公司运营私有云，以便其多个子公司或业务部门用于其内部计算/共享资源。

Private cloud is used exclusively by a single organisation for their internal purposes. They are generally, accompanied by firewalls restricting the general public from using the cloud. For example, a big MNC operating private cloud for its multiple subsidiaries or business unit for their internal computing/sharing resources.

Community cloud

它是公有云和私有云之间的模型。只有选定的组织或拥有相同业务领域或相同议程的用户社区才能访问此类云。例如，所有银行都维护着一个公共云，其中包含贷款违约者的数据库，在发放新贷款时在银行之间共享以供参考。

It is a model between public and private cloud. Only selected organisations or communities of users having the same line of business or same agenda have access to this type of cloud. For example, all the banks maintaining a common cloud having the database of loan defaulters, which is shared among the banks to refer while issuing a fresh loan.

Hybrid cloud

此类云基础架构是上面讨论的任何部署模型（公有、私有和社区）的混合体。例如，一家大公司维护了一个由公有和私有组成的混合云。公司的所有敏感信息，如未来战略、内部政策等，都存储和处理在私有云中，而产品详情、价格、订单等公开信息则处理和存储在公有云中。

This type of cloud infrastructure is a mixture of any of the deployment models discussed above (Public, Private and Community). For example, a large company maintaining a hybrid cloud of public and private. All the sensitive information of the companies like future strategies, internal policies, etc. are stored and processed in private cloud while public information such as product details, prices, orders are processed and stored in a public cloud.

Cloud Service Models

还有云服务模型，其分类基于云服务提供商提供的服务。我们在下面讨论了云的三种服务模型−

There are also cloud service models, which are categorised based on the services offered by the cloud service providers. We have discussed the three service models of cloud below −

Infrastructure as a service (IaaS)

这是云服务最基本的层面，在该层面中，客户只从云服务提供商处获取计算资源或虚拟硬件，如存储、CPU、RAM 等。客户完全负责管理云中的应用程序、操作系统、软件、数据库等。例如 - Rackspace、Digital ocean 等。

This is the most fundamental level of cloud service, where in customer only takes computing resources or virtual hardware like storage, CPU, RAM, etc. from the cloud service providers. The customer takes complete ownership of managing applications, operating systems, software, databases, etc. in the cloud. For example − Rackspace, Digital ocean, etc.

Platform as a service (PaaS)

这是 IaaS 的进一步一级。在这里，除计算资源/虚拟硬件外，云服务提供商还提供操作系统、一些软件服务和工具。客户负责使用这些软件服务/工具开发应用程序并进行维护。例如 - Google App Engine、Apache Stratos、ServiceNow 等。

This is one level further to IaaS. Here, along with the computing resources/virtual hardware, operating system, some software service and tools are also provided by the cloud service providers. The customer takes ownership of developing application using those software services/tools and maintaining it. For example − Google App Engine, Apache Stratos, ServiceNow, etc.

Software as a service (SaaS)

此服务模型通过互联网提供功能齐全、可随时使用的软件。服务提供商完全负责管理软件、服务器、数据库、基础架构等。SaaS 服务可能是免费的，也可以按月/年付费使用。例如：Salesforce、Google Apps、ServiceNow 等。

This service model offers fully functional, ready to use software over the internet. The service provider takes the complete ownership of managing the software, servers, database, infrastructure, etc. The SaaS services can be free or available at monthly/yearly prices. For example: Salesforce, Google Apps, ServiceNow, etc.

我们可以根据下图总结基于云的部署模型和服务模型。

We can summarise the deployment model and service model of the cloud based on the below figure.

ServiceNow 是一个高度灵活的应用程序，提供 PaaS 和 SaaS 选项。其 SaaS 产品提供全功能工作流自动化和 ITSM 工具，而其 PaaS 产品允许用户根据业务要求在现有套件之上开发自定义应用程序。我们将在后面的章节中详细研究这一点。

ServiceNow is a highly flexible application which provides the option of PaaS as well as SaaS. Its SaaS offering provides fully functional workflow automation and ITSM tools, while its PaaS offering, allows the user to develop a custom application on the top of existing suite, as per the business requirement. We will study more about this in later sections.

ServiceNow - Administration

ServiceNow 管理涉及对组织的 ServiceNow 平台进行一般支持、管理和维护。

ServiceNow administration deals with general support, administration and maintenance of the ServiceNow platform for the organisation.

它还包括自定义用户界面、保持版本最新、配置应用程序和模块、管理安全和用户访问、监视系统性能并定期执行运行状况检查、管理工作流、UI 政策、UI 操作等。

It also includes customising user interface, keeping versions up to date, configuration of applications and modules, managing security and user access, monitoring the system performance and doing regular health checks, managing workflows, UI policies, UI actions, etc.

ServiceNow 管理员还负责设置 ServiceNow、将初始数据加载到 ServiceNow、设置组、角色、用户、SLA 等。

ServiceNow administrators are also responsible for setting up the ServiceNow, loading ServiceNow with the initial data, setting up groups, roles, users, SLAs, etc.

ServiceNow Configuration

初始配置 ServiceNow 的最佳方法是使用“ITSM 引导式设置”应用程序。通常，只有系统管理员才能访问 ITSM 引导式设置应用程序。

The best way for the initial configuration of the ServiceNow is to use the “ITSM guided setup” application. Generally, only system administrators have access to ITSM guided setup application.

ITSM 引导式设置提供了一系列任务，可帮助您从头开始在 ServiceNow 实例上配置 IT 服务管理 (ITSM) 应用程序，包括公司名称、徽标、配色、字体、横幅、表单布局、要在表单、列表中显示的字段等。

ITSM guided setup provides a sequence of tasks that help you configure IT Service Management (ITSM) applications on your ServiceNow instance from scratch including company name, logo, colour combinations, fonts, banner, form layout, fields to be displayed in forms, lists, etc.

此外，ITSM 引导式设置还协助配置主要应用程序，如事件、变更、问题等。要打开 ITSM 引导式设置，请在导航栏中搜索 ITSM 并打开第一个搜索结果“ITSM 引导式设置”，然后单击开始按钮，如下所示。

Moreover, the ITSM guided setup also assists in configuring the major applications like Incident, Change, Problem, etc. To open ITSM guided setup, search ITSM in the navigation bar and open the first search result “ITSM guided setup” and click on the Get started button, as shown below.

整个设置分为公司、连接性、基础数据、CMDB 等类别。我们必须使用交互式引导菜单逐个配置每个类别。每个类别的完成进度都显示在内容框架旁边，并且总体完成状态也显示在内容框架的顶部。

The entire setup is organised into categories like Company, Connectivity, Foundational data, CMDB, etc. We have to configure each category one by one using an interactive and guided menu. The completion progress for each category is displayed, beside the content frame and also, the overall completion status is displayed at the top of content frame.

我们可以按照任何顺序配置类别，也可以跳过任何特定类别的配置。从头开始配置 ServiceNow 的任务非常庞大，因此，我们可以将配置每个类别的任务分配给各个管理员用户。

We can configure the category in any order and we can skip the configuration of any specific category as well. The task for the configuration of the ServiceNow from scratch is very big and, therefore, we can assign the task to configure each category to the individual admin user.

引导式设置中的步骤非常详细且不言自明。您可以使用引导式设置并尝试配置各种类别。每个类别中都有可供参考的说明和帮助。

The steps in guided setup are very detailed and self-explanatory. You can play around with the guided setup and try to configure the various categories. There are instructions and help available in every category for the reference.

Import sets

导入集用于从 Excel、JDBC 等外部来源将数据导入 ServiceNow。数据导入 ServiceNow，然后映射到相关的 ServiceNow 表中。数据可以手动导入一次，或者我们也可以计划定期导入以自动进行。让我们用示例帮助逐一讨论两个导入过程。

The import sets are used to import the data in ServiceNow from external sources like excel, JDBC, etc. The data is imported in the ServiceNow and then, mapped in the relevant ServiceNow tables. The data can be imported manually one time, or we can schedule the periodic import to happen automatically. Let’s discuss, both the imports one by one with the help of an example.

Manual Import

可以使用“系统导入集”应用程序的“加载数据”模块手动导入数据。我们举个例子，我们必须在 ServiceNow 中导入 5 个组。在 ServiceNow 中存储组的表是 sys_user_group。要浏览此表中的数据，只需在导航栏中键入“sys_user_group.list”即可。

The data can be imported manually using the “Load data” module of “System import set” application. Let’s take an example, we have to import 5 groups in ServiceNow. The table, which stores the group in the ServiceNow is sys_user_group. To browse the data in this table, simply type “sys_user_group.list” in the navigation bar.

假设我们在 Excel 中有 5 个组的数据，我们想要将其上传到 ServiceNow 中。

Suppose, we have data of five groups in the excel, which we want to upload in the ServiceNow.

Name

Description

Active

Oracle DBA

ITSM group for Oracle DBAs

True

Middleware

ITSM group for Middleware Team

True

File Transfer

ITSM group for File Transfer Team

True

ITSM group for MQ Team

True

Performance testing

ITSM group for performance testing team

True

为“系统导入集”应用程序打开“加载数据”模块。在导入集表中，单击“创建表”，因为我们没有用于导入用户组的任何现有导入表。导入表基本上是中间表或暂存表。

Open the “Load data” module for “System import set” application. In the import set table, click on the “Create table”, as we do not have any existing import table for importing user groups. The import tables are basically the intermediate tables or the staging table.

在导入文件时，数据首先加载到此表中，然后我们可以将数据从此导入表加载到 ServiceNow 中的实际目标表（在本例中为 sys_user_group）。

As we import the file, the data is first loaded in this table and then, we can load the data from this import table to the actual target table in the ServiceNow (sys_user_group in this case).

然后，在“标签”字段中输入新表名称。在此处要注意的一点是，所有由用户创建的表名称中都有前缀“u_”，所有 ServiceNow 系统表名称中都有前缀“sys_”。

Then, give the name of the new table in the Label field. The important point to note here, is all the tables, which are created by the user, have the prefix of “u_” in the name and all the system tables of ServiceNow have prefix “sys_” in the name.

从资源管理器中选择文件。此外，还可以指定工作表编号（与 Excel 中的选项卡对应）和标题行（Excel 中的列名）。在本例中，这两个值均为“1”。最后，单击提交。

Select the file from the explorer. Additionally, you can give the sheet number, which corresponds to the tab in the excel and header row (column name) in the excel. Both of them are “1” in our case. Finally, click on submit.

流程完成后，将看到上述屏幕（状态为已完成）以及需要执行的后续步骤。首先，让我们转到“后续步骤”下的导入集。

Once the process is complete, you will see the above screen with state as complete and the next steps which have to be followed. First, let us go to the Import Sets under Next steps.

可以看到导入集已创建，状态为“已加载”，这意味着 Excel 文件中的数据已加载到中间表“u_user_group_import”中。可以通过在导航栏中搜索 u_user_group_import.list 来查看此中间表中的数据。

You can see that the import set has been created with the state as “Loaded”, which means that the data in our excel file, has been loaded in our intermediate table “u_user_group_import”. You can check the data in this intermediate table, by searching u_user_group_import.list in the navigation bar.

现在，让我们继续操作，为此导入的数据创建转换映射。在转换映射中，我们主要创建中间表和目标表（sys_user_group 系统表）之间的映射，即中间表的哪一列对应于目标表的哪一列，以便可以相应地将数据加载到目标表。

Now let’s move ahead and create a transform map for this imported data. In the transform map, basically, we create the mapping between intermediate table and target table (sys_user_group system table), that means which column of intermediate table corresponds to which column of target table, so that data can be loaded in target table accordingly.

转到“系统导入集”应用程序下的“创建转换映射”模块，为转换映射指定任意名称。选择源表（在本例中为 u_user_group_import），以及目标表（为 sys_user_goup）。由于我们必须保持此转换映射处于活动状态，请选中“活动”框并选中“运行业务规则”。业务规则是一组规则，在对表进行任何插入或更新操作时运行。

Go to the “Create transform map” module under the “System import set” application and give any name for the transform map. Select the source table, which is u_user_group_import in our case and the target table, which is sys_user_goup. Since, we have to keep this transform map active, check the active box and check “Run business rule” as well. The business rules are a set of rules, which runs when any insert or update is made on the table.

例如，如果用户未在某个字段中输入任何数据，则会自动设置默认值。如果要在将数据插入目标表之前对其进行处理，甚至可以提供自己的脚本，为此请选中“运行脚本”框。

For example, if a user does not enter any data in a field, the default values are set automatically. You can even give your own script, if you want to process the data before inserting it to target table, for this check the Run script box.

现在，我们已经创建了转换映射，我们可以将源表映射到目标表，或者允许 ServiceNow 自动为我们执行映射。转到“系统导入集 → 管理 → 转换映射”下的“转换映射”模块。

Now, that we have created a transform map, either we can map the column of source table to target table, or allow ServiceNow to do the auto mapping for us. Go to “Transform maps” module under System import sets → Administrations → Transform maps.

选择刚刚创建的转换映射，并查看“相关链接”部分。有两个选项：自动映射和映射助手。单击“自动映射匹配字段”，你将发现“字段映射”选项卡中已完成所有自动映射。

Select the transform map, which we have just created and check for the section “Related links”. There are two options, auto mapping and mapping assist. Click on Auto map matching fields and you will find all the mapping done automatically in the Field map tab.

你还可以通过单击“映射助手”尝试手动执行映射。

You can also try to do the mapping manually, by clicking on Mapping assist.

让我们运行此转换映射，将数据加载到目标表中。这是我们的最后一步。转到“系统导入集”中的“运行转换”模块。选择我们刚刚创建的转换映射，然后单击“转换”。

Let us run this transform map to load the data in our target table. This is our final step. Go to “Run transform” module inside “System import set”. Select the transform map, we have just created and click Transform.

将看到如下屏幕。

We will get the below screen showing the .

现在，我们将转到 sys_user_group 表并检查是否已成功导入组。

Now, we will go to sys_user_group table and check that our groups are imported successfully.

由于我们第一次导入用户组，因此我们需要创建导入表、转换映射等。由于我们已有导入表和转换映射，因此后续所有用户组导入工作量都会减少。

Since, we were importing the user groups for the first time, we were required to create an import table, transform map, etc. These efforts will be reduced in all the subsequent imports of the user groups, as we already have an import table and transform map.

Scheduled Data Import

如果我们的 ServiceNow 从某个外部系统接收数据，则计划数据导入非常有用。ServiceNow 可通过 FTP、HTTP、SCP 等方式连接到其他系统。我们还可以在 ServiceNow 中定期上载文件，以便计划的导入流程拾取。

Scheduled data import is very useful if, our ServiceNow is receiving data from some external system. ServiceNow can be connected to other systems via FTP, HTTP, SCP, etc. We can also upload the file periodically in ServiceNow, so that, it can be picked up by the scheduled import process.

让我们举个例子，其中我们有一个基于 UNIX 的外部系统，该系统将每天生成一个文件（在固定路径中），其中包含加入 BookWorm ltd 的新员工详细信息。

Let us take an example, wherein, we have some external system based on UNIX, which will daily generate a file (in the fixed path), having details of the new employee joining the BookWorm ltd.

ServiceNow 应从外部系统中提取此文件，处理此文件，最后将数据导入 sys_user 表中。我们按步骤执行此操作。首先，我们必须创建一个数据源，导航到“系统导入集”应用程序下的“数据源”模块。

The ServiceNow is supposed to pull this file from the external system, process this file and finally, import the data in the sys_user table. Let’s implement this step by step. First of all, we have to create a data source, navigate to the “Data source” module under “System import set” application.

输入数据源名称、导入集表（将创建新表）、ServiceNow 将提取的文件格式 (CSV、XML、Excel、Jason 等)。此处，我们采用 csv 的示例，因此我们还必须输入 csv delimiter ，在本例中为“,”（逗号）。现在，选择文件检索方法，此处我们使用 FTP，且我们必须输入服务器、要从中提取文件的文件名、FTP 用户名和密码。

Give the name of data source, import set table (new table will be created), format of the file which ServiceNow will pull (CSV, XML, Excel, Jason, Etc). Here, we are taking the example of csv, so we have to give csv delimiter as well, which would be “,” (comma) in our case. Now select the file retrieval method, here we are using FTP and we have to give the server, pathname where, file will be available for pull, FTP username and password.

单击提交按钮后，再次打开数据源，并在相关链接部分中单击“测试加载 20 条记录”。ServiceNow 现在会尝试通过 FTP 测试加载记录，因此请确保文件位于所建议的位置。

After clicking the submit button, open the Data source again and click on “Test load 20 records” in the Related link section. ServiceNow will now try to test load the records via FTP, so make sure that, the file is present in the mentioned location.

现在，经过测试加载后，我们必须创建转换映射。导航到转换映射，然后单击新建，以创建新的转换映射。输入源表名称（我们已在数据源定义期间创建）和目标表 sys_user。

Now, after the test load, we have to create the transform map. Navigate to Transform map and click on new, to create a new transform map. Give the name of the source table, which we created during data source definition and target table as sys_user.

提交后，打开新创建的转换映射，并转到相关链接部分。在此处，如果自动映射无法正确检测字段，则可以使用自动映射或使用映射辅助（进行手动映射）。

After submitting, open the newly created transformed map and go to Related links sections. Here, you can use auto mapping or use mapping assist (for manual mapping), if auto mapping is unable to detect the fields properly.

单击更新以确认映射。

Click on the update to confirm the mapping.

现在，是时候创建计划导入。请在“系统导入设置”应用程序中导航到“计划导入”模块，然后单击新建以创建新的计划导入。选择我们创建的数据源，并选择运行此计划导入的频率。它可以是每日、每周、每月或定期。让我们将其设置为每天 08:00 运行。

Now, it’s time to create the scheduled import. Navigate to “Scheduled import” module inside “System import set” application and click on new to create a new scheduled import. Select the data source, which we have created and select the frequency of running this scheduled import. It can be daily, weekly, monthly or periodically. Let us make it run daily at 08:00 hrs.

单击提交，并在计划导入运行后检查用户表。数据应导入到 sys_user 表中。

Click on submit and check the user table after the scheduled import run. The data should be imported into the sys_user table.

SLAs Configuration

SLA 代表 Service Level Agreement ，这是服务提供商和服务消费者（客户）之间的承诺或合同，或者也可以是组织内各个部门之间的承诺。此合同明确规定了提供商应提供的服务级别、响应时间、事件解决时间、罚金（如果有）、正常运行时间、系统性能等。

SLA stands for Service Level Agreement, which is a commitment or contract between the service provider and the service consumer (customer), or it can also be commitment between various departments within an organisation. This contract clearly states the level of service that, the provider should give, the response time, the resolution time of incidents, penalties (if any), uptime, system performance, etc.

例如，BookWorm ltd. 已在其组织内实施了 ITIL，以确保该组织内报告的每个事件都应记录在 ServiceNow 中并归入以下四类中的任何一类：关键、高、中和低。

For example − BookWorm ltd. has implemented ITIL within its organisation, in such a way that, each incident reported within an organisation should be recorded in ServiceNow and categorised in any of the following four categories - Critical, High, Medium and Low.

IT 和 BookWorm ltd. 业务部门签订了 SLA，其中明确定义了解决每一类事件的时间限制 −

A SLA is signed between the IT and business of BookWorm ltd., which clearly defines the time limit to resolve incidents in each category −

Critical - 6 hrs, High - 24 hrs, Medium - 48 hrs and Low - 72 hrs

这称为解决时间。ServiceNow 系统中，以类似的方式，还有响应时间 SLA，其中定义了确认事件的时间限制（或将事件分配给相应组）。

This is called as resolution time. In a similar manner, there is a response time SLA, which defines time limit to acknowledge the incident (or assign the incident to respective group) in ServiceNow system.

Critical - 30 mins, High - 60 mins, Medium - 5 hrs and Low - 8 hrs.

为了定义 SLA，我们有一个“SLA 应用程序”内的“SLA 定义”模块。若要定义新的 SLA，请打开 SLA 定义模块并单击新建按钮。

For defining the SLA, we have a module called “SLA definition” inside “SLA application”. To define a new SLA, open SLA definition module and click on New button.

让我们在事件表中创建 SLA。我们还可以选择在变更、问题等任何其他表中创建 SLA。首先，从关键事件的响应时间开始。输入 SLA 的名称，将类型选作 SLA，将目标选作响应，将表选作事件。工作流用于升级目的。

Let’s create a SLA in the incident table. We can also choose to create SLA in any other table like change, problem, etc. First, start with Response time for critical incidents. Give the name of SLA, select type as SLA, select Target as Response and Table as Incident. Workflow is used for escalation purposes.

例如，如果 SLA 时间的 50% 已过，并且事件尚未解决/确认，我们可以选择向该团队的负责人发送警报电子邮件。然后，如果 SLA 时间的 75% 已过，我们可以选择向该团队的经理发送电子邮件，依此类推。我们将在下一部分更详细地了解工作流。

For example, if 50% of SLA time is over and the incident is not resolved/acknowledged, we can choose to send an alert email to the leader of that team. Then, if 75% of SLA time is over, we can choose to send email to manager of that team and so on. We will take a look at workflow in more detail in the next section.

现在，将持续时间选为用户定义，并将持续时间设置为 30 分钟，因为它适用于关键事件。然后，选择计划，这意味着，如果我们希望计算 24 X 7 的 SLA 时间，请排除周末、仅排除星期日等。

Now, select duration as User defined and give duration as 30 minutes, as it is for Critical incident. Then select the schedule, which means, if we want to calculate the SLA time 24 X 7, exclude weekends, exclude only Sundays, etc.

现在让我们设置条件，以便此 SLA 附加到每个新的关键事件。向下滚动到下一部分，在那里你可以提供开始条件，如下所述，

Now let’s put the conditions, so that this SLA gets attached to every new critical incident. Scroll down to the next section and there, you can give the Start conditions, as given herewith,

Incident is active.
Incident is new.
Priority of incident is critical.

此外，对于停止条件，我们选择在事件分配并移动到“进行中”状态后停止 SLA。

Further, for the Stop condition we choose to stop the SLA, once the incident is assigned and moved to “in progress” status.

最后，单击提交。现在，我们将创建一个新的 critical incident，并检查此 SLA 是否附加到该事件中。

Finally, click submit. Now, we will create one new critical incident and check if, this SLA gets attached to the incident.

从 incident 列表中再次打开 incident，并向下滚动到“Tasks SLA”部分。你可以看到，附加了我们的新 SLA，并显示了违反响应 SLA 的剩余时间。

Open the incident again from the incident list and scroll down to the “Tasks SLA” section. You can see that, our new SLA is attached and showing the time left to breach the response SLA.

同样，还可以创建 Resolution SLA，之后，你可以在 Tasks SLA 部分中看到附加到事件中的两个单独 SLA，即 Response 和 Resolution。

Similarly, Resolution SLA can also be created, post which, you can see two separate SLAs namely Response and Resolution, attached to the incidents in Task SLA section.

Workflows

ServiceNow 将工作流定义为用于自动执行应用程序中流程的活动序列。它基本是一个流程图，记录所有将在预期事件发生后按步骤触发的活动。我们尝试通过 BookWorm ltd 的示例来理解这一点。

The ServiceNow defines workflow as sequence of activities to automate processes in applications. It is basically a flowchart, which records all the activities to be triggered step by step, once the desired event has occurred. Let us try to understand this, with an example of BookWorm ltd.

我们必须为分配给前端 IT 团队的每项更改请求添加一个新工作流，该工作流包括两项活动 −

We have to add a new workflow to every change request, that is assigned to the Frontend IT team, the workflow includes two activities −

If the Assignment group is selected as “Frontend IT team” in the change request, then, the value in the Service field should be automatically set to “IT Services”.
Each change request for the Frontend IT team required approval from its Manager Cristina Sharper.

对于工作流，我们有一个名为“Workflow editor”的模块。在导航栏中搜索并单击 Workflow editor。单击新建以创建新工作流。在此屏幕中，我们还可以看到现有工作流，我们还可以对其进行编辑。你可以看到下面的屏幕 −

For Workflows we have a module called “Workflow editor”. Search in the navigation bar and click on the Workflow editor. Click on new to create a new Workflow. In this screen, we can also see the existing workflows and we can edit them as well. You can see the screen below −

为工作流和我们必须为其创建工作流的表命名。我们还可以在此时间点给出工作流的条件，但我们也可以稍后给出条件。

Give the name of the Workflow and table for which, we have to create the workflow. We can also give, the conditions for workflow at this point of time, but we can also give the conditions later.

现在，工作流已创建，让我们在此工作流中添加条件和活动。单击左上角的菜单栏，然后转到属性。

Now that, the workflow is created, let us add conditions and activities in this workflow. Click on the top left menu bar and go to properties.

从属性中，转到条件选项卡以给出触发工作流的条件。在这里，我们将选择“如果分配组是前端 IT 团队”。我们可以组合添加多个条件与 AND/OR。然后，单击更新。

From the properties, go to Conditions tab to give the condition for the workflow to be triggered. Here, we will select “If assignment group is Frontend IT team”. We can add multiple conditions combined with AND/OR. Then, click on Update.

在右侧框架中，转到“核心”选项卡。在这里，你将看到可以添加到工作流中的活动列表，例如批准、条件、任务等。你可以继续尝试它们。对于此示例，我们将使用批准主活动下的“Approval user”和实用程序主活动下的“Set values”。

In the right frame, go to “Core” tab. Here, you will see a list of activities, which we can add in our workflow, like approval, conditions, tasks, etc. You can go ahead and try them. For this example, we will use “Approval user” under Approval main activity and “Set values” under Utilities main activity.

首先，让我们将 Set values 拖动到我们的工作流中。拖动“Set values”活动后，将弹出一个弹出窗口，我们必须提及需要为其设置值的字段。我们将选择“Services”字段并将值设置为 IT 服务。

First, let’s drag Set values in our workflow. Once you drag the “Set values” activity, a popup will open and we have to mention, the fields for which we need to set the value. We will select the “Services” field and set value as IT services.

现在，你将在工作流中看到我们的活动，但它目前未通过任何箭头连接。因此，我们首先必须删除 Begin 和 End 活动之间的现有箭头，并在 Begin 和 End 之间插入 Set values 活动。

Now, you will see our activity in the workflow but, it is not connected as of now by any arrow. So first, we have to delete the existing arrow between Begin and End activity and insert our Set values activity between Begin and End.

选择 Begin 和 End 之间的现有箭头，然后单击键盘上的删除按钮。然后，从 Begin 活动的黄点拖动箭头到 Set value 活动。将生成一个新箭头。

Select the existing arrow between Begin and End and click delete button from the keyboard. Then drag an arrow, from the yellow dot of Begin activity to the Set value activity. A new arrow will be generated.

现在，我们必须为审批用户添加另一个活动。拖动 approval-user 活动并执行与上面相同的操作。

Now, we have to add another activity for the approval-user. Drag the approval-user activity and perform the same as above.

这是我们最终工作流的样子 −

This is how our final workflow looks like −

现在，单击左上角的菜单栏，然后单击发布以使我们的工作流程生效。

Now, click on the top left menu bar and click on Publish to make our workflow live.

发布后，我们的工作流将变为活动状态，当任何更改请求被分配给前端 IT 团队时，我们的新工作流将被触发。

After publishing, our workflow will become active and when any change request will be assigned to the Frontend IT team, our new workflow will get triggered.

Notifications

通知用于在发生某些事件（如事件优先级发生更改、事件状态发生变更）时通知或向用户发送警报。通知通常通过电子邮件发送。

Notifications are used to notify or send an alert to the user on the occurrence of certain events, like change in the priority of incident, change in the state of incident, etc. Notifications are generally sent via emails.

首先，要开始设置通知，请检查 ServiceNow 中是否配置了电子邮件设置。转到系统邮箱的“电子邮件属性”模块，并选中“电子邮件发送已启用”框和“电子邮件接收已启用”框。单击“保存”。

First of all, to start setting up the notification, check whether the email settings are configured in the ServiceNow. Go to “Email properties” module of System mailboxes and check on “Email sending enabled” box and “Email receiving enabled” box. Click Save.

现在，让我们创建一个通知，只要任何严重事件被分配给“前端 IT 团队”组，就会向团队经理 Cristina Sharper 发送电子邮件。转到“系统通知”应用程序下的“通知”模块。

Now, let’s create a notification that whenever, any Critical incident is assigned to the ‘Frontend IT team’ group, an email will be sent to the manager of the team Cristina Sharper. Go to “Notification” module under “System notification” application.

现在，填写通知的名称，其次是为此通知创建的表格，然后在“发送时机”标签下设置条件。

Now, give the name of the notification, followed by the table for which this notification is created and then under the “When to send” tab set the conditions.

现在，转到“谁将接收”标签，并设置将接收电子邮件的用户。

Now, go to “Who will receive” tab and set the users who will receive the email.

最后，在“其中将包含什么”标签中，我们可以填写电子邮件正文/文本。

Finally, in the “What it will contain” tab, we can give the body/text of the email.

现在，一旦任何严重事件被分配给前端 IT 团队，其经理都会收到一封关于此事件的电子邮件通知。

Now, once any critical incident is assigned to the Frontend IT team, its manager will receive an email notification regarding the same.

Reporting and Scheduled Jobs

报告用于根据 ServiceNow 中可用的数据创建报告。报告可以提供与事件、用户、更改、问题等相关的信息。我们可以以条形图、饼图、图形格式或根据业务需求生成报告。报告也可以根据定义的频率通过计划作业自动生成。

Reporting is used to create a report based on the data available in the ServiceNow. The report can give information related to incident, user, change, problem, etc. We can generate the report in bar chart, pie chart, graphical format or as per the business requirement. The reports can also be generated automatically by the scheduled jobs based on the defined frequency.

让我们为 BookWorm ltd 创建一个报告，其中，前端 IT 团队经理将收到每周报告（通过计划作业），其中包括前端 IT 团队分配和打开的若干严重、高、中和低优先级事件。

Let us create a report for BookWorm ltd. wherein, the manager of the Frontend IT team will receive the weekly report (via scheduled job) having a number of Critical, High, Medium and Low priority incidents open and assigned to the Frontend IT team.

让我们从创建报告开始。导航到“报告”应用程序下的“创建新”模块。填写报告名称。在“来源类型”中，选择“表格”，因为我们要从事件表格中提取数据。最后，单击“运行”。你将会看到表格中的全部数据。

Let’s start by creating the report. Navigate to “Create new” module under “Report” application. Give the report name. In the Source type, select table, as we have to extract data from the incident table. Finally, click Run. You will see entire data from the table.

现在，我们可以添加过滤器来添加条件，以便仅提取基于我们要求的特定数据。

Now, we can add the filters to add the conditions so that only specific data, based on our requirements should be extracted.

单击“下一步”并选择你需要的报告类型，如 - 条形图、饼图、时间序列，等等。我们这里将使用条形图。选择条形图并单击“下一步”。

Click next and select the type of report you need, like - bars, pie chart, time series, etc. We will use bars here. Select bar and click Next.

单击“下一步”，你现在就可以配置报告了。在“分组依据”选项中，我们将选择“优先级”，在“聚合依据”中，我们将选择“计数”。

Click on next, you will now be able to configure the report. In the ‘group by’ option, we will select ‘priority’ and in the ‘aggregation by’, we will select ‘count’.

单击“下一步”，系统将要求你自定义报告的样式。你可以更改条形图的颜色、标题的字体、标题的位置，等等。

Click next and you will be asked to customise the style for your report. You can change the colour of bars, fonts of heading, location on heading, etc.

最后，单击“保存”以保存此报告。你可以通过使用右上角的按钮运行报告以查看结果。

Finally, click on Save to save this report. You can Run your report by using, the button at the top right to see the result.

接下来，我们必须使用计划作业按周安排此报告。转到“系统定义”应用程序下的“计划作业”模块，并单击“新建”。

Next, we have to schedule this report weekly using the scheduled jobs. Go to ‘scheduled jobs’ module under ‘System definition’ application and click on New.

在下一屏幕上，选择“自动生成和分发报告”。然后填写计划作业的名称，选择我们刚刚创建的报告，并添加接收报告的用户。更改“运行”字段以使其按周运行。我们还可以提供有关报告的附言信息。最后，单击“提交”。

On the next screen, select “Automate the generation and distribution of a report”. Then give the name of the scheduled job, select the report which, we have just created and add the user receiving the report. Change the “Run” field to make it run weekly. We can also give the introductory message about the report. Finally, click on submit.

你可以在计划作业模块的报告列表中找到此新报告。

You can find this new report in the list of reports inside the scheduled jobs module.

Service Catalogs

服务目录为用户提供自助服务机会。用户可以选择列表（目录）中的所需服务并提交请求。这感觉就像网上购物一样，用户可以在购物车中添加服务（硬件、软件或任何其他列出的服务），并最终对它们进行订购。

Service catalogs provide self-service opportunities to the users. The users can select the desired services from the list (catalog) and submit the request. It has look and feel like online shopping, wherein, users can add the services (hardware, software or any other listed services) in the cart and finally order them.

我们还可以将物品打包并直接订购包裹。例如，在 BookWorm ltd.，如果一名新成员加入前端 IT 团队，他/她可以简单订购“前端 IT 组件包”，其中包括团队内使用的软件，如 Rational developer、记事本 ++、Winscp 和 Sql developer。

We can also bundle the items under the package and order the package directly. For example, in BookWorm ltd., if a new member joins the Frontend IT team, he/she can simply order a package “Frontend IT kit”, which has software used within the team like Rational developer, Notepad ++, Winscp and Sql developer.

因此，用户将提出一个包含四个项目（Rational developer、记事本 ++、Winscp 和 Sql developer）的请求。对于每个项目，可能会有不同的任务，例如，采购团队可能有获取软件新许可证的任务，然后 IT 团队可能有在机器上安装软件的任务或为某些软件征求额外批准的任务等。

So, the user will be raising one request, which has four items in it (Rational developer, Notepad ++, Winscp and Sql developer). For each item, there may be different tasks like, there can be task for procurement team to get the new license of the software, then a task for the IT team to install the software in the machine or a task for additional approval for some software, etc.

相应的，ServiceNow 服务目录中有三个表格，用于此目的 -

Accordingly, there are three tables in ServiceNow service catalog for this −

The Requests table
The Items table
The tasks table

所有这些表格都是相互关联的，您可以在服务目录应用程序 → 打开记录模块中找到这些表格。

All these tables are co-related and you can find these tables in the Service catalog application → Open records module.

ServiceNow 提供了一些默认类别和项目。转到自助服务应用程序的服务目录模块。您可以在内容框架中找到服务目录的主页。

ServiceNow has provided some default categories and items. Go to Service catalog module of Self-service application. You can find the homepage of service catalog in content frame.

让我们为 Microsoft access 和 Cisco jabber 下达一个示例请求。转到软件并单击 Microsoft access。您可以将其添加到购物车或直接订购该项目。

Let’s place a sample request for Microsoft access and Cisco jabber. Go to Software and click on Microsoft access. You can add to the cart or directly order the item.

在此，我们还必须添加 Cisco jabber，因此我们将选择“添加到购物车”并继续购物。按照类似步骤添加 Cisco jabber，最后单击“继续结账”。提交请求后，您将看到以下页面和三个表格中的条目。

Here, we have to add Cisco jabber as well, so we will choose ‘Add to cart’ and continue shopping. Follow similar steps to add Cisco jabber and finally, click on ‘Proceed to check out’. After submitting a request, you will see the following page and entries in the three tables.

打开请求表格并选择您的请求。您将看到附加到此请求的项目。单击项目，您将看到与该项目关联的任务。

Open the request table and select your request. You will see the items attached to this request. Click on the items and you will see the tasks associated with the item.

您还可以使用我的目录、我的类别和我的项目模块内的“目录定义”应用程序在 ServiceNow 中创建自己的服务目录和项目。

You can also create your own service catalog and items in ServiceNow using “Catalog definition” application inside My catalogs, My categories and My items modules.

Diagnostics and Troubleshooting

系统管理员的职责并不限于应用程序和模块的设置和配置。系统管理员还负责系统性能和响应时间，方法是参考日志、状态、内存利用率、CPU 占用率等。

The responsibility of system administrator is not limited to the setup and configuration of applications and modules. The system administrator is also responsible for the performance and response time of the system by referring to the logs, stats, memory utilization, CPU consumption, etc.

ServiceNow 提供了一个名为系统诊断的应用程序，其中包含许多对系统管理员有用的模块。称为“诊断页面”的模块列出了服务器、数据库的状态等整个配置。诊断页面分为四个主要部分 -

ServiceNow has provided an application called System diagnostics which is a collection of many useful modules for the system administrators. A module called “Diagnostics page” lists the entire configuration of server, database, stats, etc. The diagnostics page is divided in four main parts −

Cluster node status
System overview
Database overview
Database connections

集群是一组节点，节点是一个单一系统，负责存储和处理数据。在集群节点状态部分，您将找到内存利用率、命中的交易数、登录用户、JVM 正常运行时间等的详细信息。系统概述部分列出了与事件、POP3、SMTP 等相关的详细信息。

The cluster is a collection of nodes and node is a single system, which is responsible to store and process the data. In the cluster node status section, you will find the details of memory utilisation, number of transactions hit, logged in users, JVM uptime, etc. The system overview section lists the details related to events, POP3, SMTP, etc.

数据库概述部分给出了与数据库版本、驱动程序、类型等相关的详细信息，最后，数据库连接给出了 ServiceNow 中执行的查询的日志、连接详细信息等。

The database overview section gives the details related to the database version, driver, type, etc. and finally, the database connections give the logs of the queries executed in ServiceNow, connection details, etc.

另一个重要的应用程序是“绩效分析”。它在故障排除下的“诊断”模块列出了 ServiceNow 中接收到的每一项错误和异常。

Another important application is “Performance analytics”. Its “Diagnostics” module under the troubleshooting lists down each and every error and exception received in ServiceNow.

单击任何错误以查找导致错误的底层脚本。

Click on any error to find the underlying script which caused the error.

ServiceNow - Development

ServiceNow 提供了许多内置功能和应用程序，我们可以轻松使用它们在任何组织中实施 ITSM。同时，存在设置不同流程和特性的业务需求。ServiceNow 具有高度可定制性，开发人员可以使用 Javascript 原则轻松地根据客户需求创建应用程序和模块。

ServiceNow provides a lot of inbuilt features and applications, which we can easily use to implement ITSM in any organisation. At the same time, there are business requirements to set up different processes and features. ServiceNow is highly customisable and developers can easily create applications and modules based on customer’s requirements using principles of Javascript.

Javascript 是 ServiceNow 脚本的必需品。在本部分中，我们将概述 ServiceNow 开发。

Javascript is mandatory for ServiceNow scripting. In this section, we will give you an overview of ServiceNow development.

Application Creation Overview

ServiceNow 提供了一个名为“工作室”的应用程序，您可以在其中创建新的应用程序、提供源代码、为您的应用程序创建新表等。该工作室为创建新应用程序提供了指导性和易于使用的界面。让我们为 BookWorm ltd. 的以下案例创建一个新应用程序。

ServiceNow provides an application called “Studio”, where you can create your new applications, give the source codes, create new tables for your applications, etc. The Studio provides guided and easy to use interface for creating new applications. Let’s create a new application for the following case of BookWorm ltd.

前端 IT 团队需要一个 ServiceNow 应用程序，经理可以在其中发布轮班 ROTA（轮班轮换）。每个员工将有 6 小时的轮班，团队必须 24 X 7 全天候提供支持。

The Frontend IT team needs an application in ServiceNow wherein the Manager can publish the shift ROTA (shift rotation). There would be a 6 hrs shift for each employee and the team has to support 24 X 7.

从导航器进入工作室，将打开一个新窗口。点击创建应用程序。系统将提示您输入应用程序名称和描述。最后，点击创建。

From the navigator goto Studio, a new window will open. Click on Create application. You will be prompted to enter the application name and description. Finally, click Create.

您将在下面找到应用程序页面。现在，是为我们的应用程序创建表的时候了。转到“创建应用程序文件”。

You will find the application page below. Now, it is time to create a table for our application. Go to “Create application file”.

在数据模型下点击表并点击创建。系统将提示您输入新表的详细信息。给出表名并将其他详细信息保留为默认值。

Click on Table under Data model and click create. You will be prompted to enter the details for the new table. Give the name of the table and keep remaining details as default.

现在向下滚动并开始定义这些表的列。我们有以下列定义，这里要注意的重要一点是，我们已经在成员列中选择了 sys_user 的引用。

Now scroll down and start defining the columns for these tables. We have below column definition, the important point to note here is that, we have selected reference of sys_user in Member column.

现在，点击轮班列并选择“创建选项列表”，因为在这里，我们将创建 6am-12pm、12pm-6pm、6pm-12am 和 12am-6am 等轮班选项。

Now, click on the Shift column and select “Create choice list” as here, we will create choices of shift like 6am-12pm, 12pm-6pm, 6pm-12am and 12am-6am.

因此，现在我们已经创建了表，在工作室中的应用程序看起来是这样。

So, now that we have created the table our application in the studio looks like this.

工作室已经为我们自动创建了表单、列表、模块、应用程序菜单。我们可以从创建应用程序文件选项创建其他模块、表、UI 等，就像我们为创建 ROTA 表所做的那样。

The studio has automatically created Form, list, module, application menu for us. We can create additional modules, tables, UI etc. from the create application file option, as we did for creating the ROTA table.

现在让我们看看我们的应用程序在现有的服务中是什么样子。在导航栏中搜索 Frontend_IT_ROTA，并进入我们的新模块。

Now let’s see how our application looks in service now. Search Frontend_IT_ROTA in the navigation bar and go to our new module.

让我们继续在应用程序中添加一些新的 ROTA 记录。单击新建按钮。

Let’s go ahead and add some new ROTA records in our application. Click on the New button.

UI Policy and Actions

ServiceNow 将 UI 策略定义为一种工具，我们通过该工具可以动态更改表单中信息的处理方式，并控制任务的自定义流程。另一方面，UI 操作用于使 UI 更具交互性、更个性化且更贴合用户活动。让我们借助一个示例来理解这一点。

ServiceNow defines UI policies as a tool through which, we can dynamically change the behaviour of information on a form and control custom process flows for tasks. UI action on the other hand is used to make the UI more interactive, customised, and specific to user activities. Let’s understand this with the help of an example.

假设，我们必须配置事件表单，使其在任何事件被分配到前端 IT 团队分配组时，服务字段将变为不可见，配置项应被禁用。此处的 UI 策略是：“如果分配组选为前端 IT 团队”，此处的 UI 操作是：“服务字段将变为不可见，配置项字段应被禁用”。

Suppose, we have to configure the Incident form in such a way that, if any incident is assigned to the Frontend IT team assignment group then, the Services field should become invisible and Configuration items should get disabled. The UI policy here is, “if assignment group is selected as frontend IT team” and UI actions here, is “Services field should become invisible and Configuration item field should get disabled”.

UI 操作可以通过一种简单的方法来实现，使用界面，也可以通过客户端脚本来实现。编写客户端脚本将帮助我们对字段执行高级操作。我们还将在本节后面展示客户端脚本。

The UI action can be implemented through, an easy way to use interface and also through the client script. Writing client script will help us, to do advanced operations in the fields. We will also demonstrate the client scripting later in this section.

这里需要注意的重要一点是，UI 操作更快并且会先执行，然后是客户端脚本。让我们针对我们的用例创建一个 UI 策略和操作。在导航栏中，在“系统 UI”应用程序下打开“UI 策略”模块，然后单击“新建”按钮。

The important point to note over here is that, UI actions are faster and executed first, followed by client scripts. Let’s create an UI policy and action for our use case. From the navigation bar, open “UI policy” module under “System UI” application and click on New button.

填写表的名称，在我们这里为 Incident。将应用程序保留为 Global。如果您找不到全局选项，请导航到右上角的齿轮，然后在开发人员选项卡中将应用程序选择为全局。

Give the name of the table, it is Incident in our case. Keep application as Global. If you can’t find the option of global, navigate to the cog wheel in the top right corner and from developer tab select application as global.

现在，开始在下一节中给出条件。在我们的示例中为“分配组是前端 IT 团队”。接下来，这里有几个复选框，如下所示：

Now, start giving the conditions in the next section. It would be “Assignment group is Frontend IT team” in our case. Next, there are some checkboxes, which are as follows −

Global − tick if you want, your UI policies to be implemented globally.
On load − tick if you want, to run your UI policy every time the page is refreshed.
Reverse if false − tick if you want, to reverse all the actions which we created if the conditions are changed.
Inherit − tick if you want, the table (in which UI policy is created) that extend the specified table inherit this UI Policy.

填写所有必需的详细信息并按提交。

Fill all the required details and press submit.

现在，再次打开 UI 策略，您将找到输入 UI 操作的选项。让我们根据我们的用例提供 UI 操作。单击 UI 操作部分中的“新建”按钮。

Now, open the UI policy again and you will find the option to enter the UI actions. Let’s give the UI actions as per our use case. Click on the New button in the UI action section.

我们将选择服务和配置项字段的以下操作。

We will select the following actions for Services and Configuration items fields.

services and configuration items fields1

单击提交以确认您的 UI 操作，最后，单击“更新”以保存 UI 策略中的更改。您现在可以转到事件表单并验证您的 UI 策略和操作。

Click submit to confirm your UI actions and finally, click ‘Update’ to save the changes in UI policy. You can now go, to incident forms and verify your UI policy and actions.

ServiceNow Scripting

ServiceNow 中有两种类型的脚本，即客户端和服务器端。服务器端脚本表示处理发生在 Web 服务器上，而客户端脚本表示处理发生在用户计算机上。有特定的任务可以通过每种类型的脚本来完成。让我们讨论一下这两个脚本的示例：

There are two types of scripting in ServiceNow, which are Client side and Server side. The server side scripting means that, processing takes place at the web server, while client scripting means, processing takes place at the user’s machine. There are specific tasks, which could be accomplished by each type of script. Let’s discuss, examples of both the scripts −

Client side scripting

客户端脚本可用于各种场景，例如填充表单字段中的某些默认值、显示某些警报消息、根据表单中另一个字段中的用户响应在某个字段中设置值、更改选项列表等。一共有三种主要类型的客户端脚本。

The client side scripting can be used in various scenarios like populating some default values in the field of form, displaying some alert message, setting value in one field based on the response by the user in another field in a form, altering the choice list, etc. There are three main types of client scripts.

Onload() - This gets executed, when the form is loaded.
Onchange() - This gets executed, when particular field in the form is changed.
Onsubmit() - This gets executed, when form is submitted.

让我们为两个用例创建客户端脚本。在我们新的应用程序“Frontend IT team ROTA”中，应用程序加载后我们将实现一条警报“请每周使用此应用程序一次，以设置班次轮换”。然后，如果班次时间选择为 12am-6am，我们将显示一条警报“该成员有资格获得轮班补贴”。

Let’s create a client script for two use cases. In our new application, “Frontend IT team ROTA”, we will implement an alert “Please use this application once a week, to set shift rotation”, once the application is loaded. Then, we will display an alert “The Member is entitled for shift allowance”, if the shift timing is selected as 12am-6am.

导航至 Studio 模块，打开应用程序并单击“创建应用程序”文件。然后，选择客户端开发选项下的客户端脚本，并提供如下所需详细信息：

Navigate to Studio module, open the application and click ‘Create application’ file. Then, select client script under client development option and give the required details as below −

向下滚动并提供脚本。我们将在下方提供一条警告。

Scroll down and give the script. We will give an alert as below.

Function onLoad() {
alert (“Please use this application once a week to set the shift rotation”);
}

单击提交并加载您的新应用程序以查看结果。

Click submit and load your new application to see the result.

现在，让我们实现下一个用例。在此，我们将使用 onChange。onChange 函数自动由 ServiceNow 传递 5 个参数。

Now, let us implement the next use case. Here, we will use onChange. The onChange Function is automatically passed with 5 arguments by ServiceNow.

Control − It is the field for which the Client Script is configured
OldValue − It is the value of the field, when the form is loaded (prior to the change).
newValue − It is the value of the field after the change.
isLoading − It is the boolean value indicating whether, the change is occurring as part of a form load. Value is true if, change is due to a form load. When form loads, all the field values on the form changes.
isTemplate − It is the boolean value indicating whether, the change that occurred, is due to the population of the field by a template. Value is true if, change is due to population by a template.

function onChange(control, oldValue, newValue, isLoading, isTemplate) {
   if (isLoading || newValue === '12am-6pm') {
      alert("The member is entitled for shift allowance");
      return;
   }
}

Glideform (g_form) class

glideform 是用于控制表单及其字段的类。我们可以执行任务，例如隐藏字段的值，根据其他字段的响应设置字段的值，将字段添加到选项列表中等。

The glideform is the class which is used to control the forms and the fields of the forms. We can perform tasks such as Hide a value of field, set the value of field based on the response on the other fields, add fields to choice list, etc.

glide form 类附带许多方法。一些重要的方法是 addOption()、clearOptions()、showFieldMsg()、clearMessages()、clearValue()、setValue() 等。

The glide form class comes with many methods. A few important methods are addOption(), clearOptions(), showFieldMsg(), clearMessages(), clearValue(), setValue(), etc.

让我们在事件表单中创建一个客户端脚本，以便在将分配组选择为 Frontend IT team 的情况下填充说明字段中的一些信息。转到 UI 策略并创建新策略。在“应用到何处”部分中给出条件为“分配组是 Frontend IT 团队”。

Let’s create a client script in incident form to populate some message in the description field, if the assignment group is selected as the Frontend IT team. Go to UI policies and create a new policy. Give the condition in the “Where to apply” section as “Assignment group is Frontend IT team”.

提交 UI 策略，再次打开它，然后单击高级视图。稍后，您将找到提供脚本的选项。

Submit the UI policy, open it again and then, click on the advanced view. Later, you will find the option to give the script.

此脚本将自动填充 function onCondition()。一旦我们给定的 UI 策略条件满足，将自动执行 onCondition 函数。要记住的另一点是，有两个脚本，“如果为真执行”和“如果为假执行”。

The script is automatically populated with function onCondition(). The onCondition function will be executed automatically once, the condition we have given in UI policy is met. Another point to note is that there are two scripts, “Execute if true” and “Execute if false”.

当条件匹配时，“如果为真则执行”脚本将执行一次；如果我们更改字段中的值，使得所述条件不再满足，则将执行“如果为假则执行”中的脚本。

The ‘execute if true’ script will execute once the condition is matched and if, we change the values in the fields such that, condition we have mentioned is no longer met, then the script in ‘execute if false’ will execute.

我们为两者编写一个脚本。这里，我们将使用 setValue 和 clearValue 方法。要获取字段名（需要在脚本中提及），请打开事件表单并右键单击所需的字段，你可以在“显示 - <字段名>”格式中找到字段名。

Let’s write a script for both. Here, we will use setValue and clearValue methods. To get the field name, which needs to be mentioned in the script, open the incident form and right click on the desired field, you can find the field name in format “Show - <fieldname>”

On true script

function onCondition() {
   g_form.clearValue('description');
   g_form.setValue(‘description’,'**Please mention server name, instance name and error code**');
}

On false script

function onCondition() {
   g_form.clearValue('description');
}

现在，打开事件表单并查看结果。

Now, open the incident form and check the result.

Server Side Scripting

服务器端脚本在 ServiceNow 服务器或数据库上执行。服务器端脚本具有两个类别−

Server-side scripts execute on the ServiceNow server or database. Server side scripting has two categories −

Business rules
Script include

让我们逐个研究每个类别。

Let us take a look into each category one by one.

Business rules

业务规则模块可以在系统定义应用程序中找到。要创建业务规则，请单击“新建”。我们可以使用业务规则操作创建简单的业务规则，该操作有一个简单的下拉界面。

The business rules module can be found in System definition application. To create a business rule, click on new. We can create a simple business rule using business rule actions, which have a simple dropdown interface.

你可以使用业务规则操作来设置字段的值或在表单中添加消息。我们可以选择在以下情况下运行业务规则：

You can use business rule action to set the values of the field or to add a message in the form. We can choose, when to run the business rule as below −

Before − The logic in business rule executes before the database operation
After − The logic in the business rule executes after the database operation
Async − Async Business Rules executes their logic after a database operation occurs but the scheduler queues the task to be run as soon as possible but not necessarily immediately after the database operation.
Display − Display Business Rules executes their logic, when a form loads and a record is loaded from the database.

我们还可以选择业务规则应该执行的数据库操作。让我们在上一节创建的前端 IT 团队 ROTA 应用程序中创建业务规则操作。

We can also choose the database operation, at which the business rule should execute. Let us create a business rule action, in the Frontend IT team ROTA application, we created in the last section.

如果轮班时间为凌晨 12 点至凌晨 6 点，则必须将备注字段中的值设置为“监视 XO887 批处理作业”。输入名称和表 frontend_it_rota。在内部，选择“何时运行”选项卡，给出条件（班次为凌晨 12 点至凌晨 6 点）并勾选“插入”和“更新”框。

We have to set the value in the Remark field as “Monitor XO887 batch jobs” if the shift timing is 12am to 6am. Give the name and table frontend_it_rota. Inside, when to run tab give the condition, as shift is 12am to 6am and check ‘insert’ and ‘update’ box.

在操作选项卡内，给出备注字段的条件。

Inside Action tab give your condition for the remark field.

我们还可以在此业务规则中给出自定义脚本。要开始编写自定义脚本，请勾选“高级”复选框，你将看到用于编写脚本的新“高级”选项卡。

We can also give our custom script in this business rule. To start writing the custom script, check the Advanced checkbox and you will see, the new Advanced tab to write the script.

让我们编写一个脚本，当没有给出成员、时间或日期字段时中止插入事务。为此，我们将使用“当前”和“上一个”对象。

Let us write a script, to abort the insert transaction when the member, time or date field is not given. We will use ‘current’ and ‘previous’ objects for this purpose.

(function executeRule(current, previous /*null when async*/)) {
   if((current.member = ' ') || (current.date = ' ') || (current.shift = ' '){
      current.setAbortAction(true);
   }
}

Script Include

使用脚本包括，我们可以编写自定义函数或类，然后在其他脚本中多次使用它们。它们是可重复使用的脚本；我们可以在其他客户端端或服务器端脚本中使用它们。但是，只有当其他脚本明确调用它们时，它们才会执行。要创建新的脚本包含，我们有一个模块“ Script include ”，它位于“系统定义”应用程序下。单击“新建”以创建新的脚本包含。

Using script includes, we can write custom functions or classes and then, use them in other scripts as many times we need. They are sort of reusable scripts; we can use in other client-side or server side scripts. However, they get executed only, when called by the other scripts explicitly. To create a new script include, we have a module “Script include” under the “System definition” application. Click on new to create a new script include.

在脚本包含表单中，给出脚本包含的名称。API 名称字段是脚本包含的内部名称，当从其他应用程序调用此脚本包含时，将使用该字段。如果您要在客户端脚本中使用此脚本包含，请勾选客户端可调用复选框。在应用程序中，给出使用此脚本的应用程序。在“可从……访问”字段中，给出应用程序范围。

In the script include form, give the name of the script include. The API name field is the internal name of the script include and it is used, when this script include is called from other applications. Check the client callable checkbox, if you want to use this script include in client-side scripts. In the application, give the application for which this script is used. In the ‘accessible from’ field, give the application scope.

让我们为前端 IT 团队 ROTA 应用程序中的以下情况编写一个脚本。首先，我们将编写一个脚本包含，该脚本包含将检查任何字段中的无效字符。我们将定义一个函数，该函数将以字符串形式获取参数，并根据字符串中的字符返回 true 或 false。

Let us write a script for the following case in Frontend IT team ROTA application. First, we will write a script include, which will check an invalid character in any field. We will define a function, which will take the argument as a string and return true or false, based on the characters in the string.

我们将在业务规则脚本中使用此函数来验证在提交表单时（在前台 IT 团队 ROTA 应用程序中），“成员”（名称）字段中给定的值是否没有任何无效字符。

We will use this function in our business rule scripting to validate, if the value given in the Member (Name) field (in frontend IT team ROTA app), does not have any invalid character while submitting the form.

打开脚本包含模块，以下是我们将使用的脚本。

Open the script include module, below is the script which we will use.

function validatefieldcharacters(fieldinput) {
   var validcharacters = /^[a-zA-Z]+$/;
   if(fieldinput.value.match(validcharacters)) {
      return true;
   } else {
      return false;
   }
}

现在，让我们写下业务规则脚本来验证成员字段。打开业务规则模块，并为我们的应用程序前端 IT 团队 ROTA 创建一个新的业务规则。

Now, let us write down the Business rule script to validate the Member field. Open business rule module and create a new business rule for our application Frontend IT team ROTA.

var memberfieldstatus = validatefieldcharacters(current.member)
   if(memberfieldstatus == false) {
   gs.addErrorMessage(" Special characters not allowed in member field");
   current.setAbortAction(true);
}

Debugging

如果我们的脚本未按预期执行，或者我们遇到一些错误，我们可以使用各种调试技术。让我们讨论我们可以调试客户端和服务器端脚本的各种方法。

We can use various debugging techniques, if our script is not performing as per the expectations, or if we are getting some error. Let’s discuss various ways in which, we can debug client side and server side script.

Debugging client scripts

调试客户端脚本的最佳方法是参考日志。Javascript 提供 jslog() 方法来在 Javascript 日志中写入消息。jslog() 方法接受消息，我们希望在参数中的日志中包含这些消息。以下是有关如何实现 jslog() 的示例。您可以在业务规则脚本中使用以下脚本。

The best way to debug the client script is referring to logs. The Javascript provides jslog() method to write messages in Javascript logs. The jslog() method accepts messages, which we want in the logs in the argument. Below is an example on, how we can implement the jslog(). You can use the below script in the business rule script.

function onLoad(){
   jslog("This log is displayed from jslog().");
   jslog("The value of Member field is = " + g_form.getValue('Member'));
}

这将在日志中给出成员字段中给定的值。在本例中，我们使用了 getvalue 方法来检索成员字段的值。现在，下一步是打开日志。转到位于右上角的设置选项，然后单击开发人员选项卡。打开“Javascript 日志和字段观察器”选项。

This will give the value given in the member field in the logs. In this case, we have used the getvalue method, to retrieve the value of the member field. Now, the next step is to turn the logs on. Go to setting option on the top right corner and click on developer tab. Turn on the “Javascript log and Field watcher” option.

JavaScript 日志将在 ServiceNow 浏览器主窗口底部的某个新部分中打开。

The JavaScript Logs will open in a new section at the bottom of the main ServiceNow browser window.

除了 jslog() 之外，我们还可以使用 try/catch 语句，通常我们在 Javascript 中使用这些语句来调试脚本。

Apart from jslog() we can also use try/catch statements which we generally use in Javascript to debug the scripts.

Debugging server side script

调试服务器端脚本最常见的方法是使用“脚本调试器”模块。脚本调试器可用于放置断点、逐步遍历代码、查看变量值等。要访问脚本调试器，请在导航栏中找到“脚本调试器”。它位于“系统诊断”应用程序中。

The most common way of debugging server side script is using “Script debugger” module. The script debugger can be used to place breakpoints, traverse the code step by step, view value of variables, etc. To access script debugger, find “script debugger” in the navigation bar. It is present inside “System Diagnostics” application.

除此之外，我们还可以参考“应用程序日志”模块，该模块位于“系统日志应用程序”中。

Apart from this, we can also refer to “Application logs” module, which is present inside “System log application”.

ServiceNow - Mastering and Certification

ServiceNow 是一个企业云生态系统，它彻底改变了在组织内实施 ITSM 的方式。由于其灵活、质量更高、生产力更高、集成方便的特点，它非常受欢迎。

ServiceNow is an enterprise cloud ecosystem, which has revolutionised the way ITSM is implemented within the organisation. Due to its flexibility, better quality, improved productivity and easy integration, it is in very much demand.

我们的 ServiceNow 教程应该为您提供扎实的根基和足够的知识，开始您的 ServiceNow 专业人士之旅。您可以开始在您的开发人员实例中创建新应用程序，用于假设用例，因为动手实践非常必要，以掌握每个主题并对每个主题建立良好的理解。

Our ServiceNow tutorial, should have given you a strong base and sufficient knowledge to start your journey as a ServiceNow professional. You can start creating new applications in your developer instances, for hypothetical use cases, because hands on is very necessary, to grasp each and every topic and to build good understanding on each topic.

您在 ServiceNow 领域有两个职业选择，如下所示 -

You have two career options in the field of ServiceNow, which are as follows −

ServiceNow developer
ServiceNow administrators

尽管在管理或开发方面具有专业化非常有益。许多组织更喜欢雇用同时了解两个领域的资源。我们已经尝试在本教程中涵盖管理和开发的重要概念。

Although having a specialisation in administration or development is very beneficial. Many organisations prefer to hire resources having knowledge of both fields. We have tried to cover the important concepts of both administration and development in this tutorial.

但是，您可以通过浏览 ServiceNow 文档来提高熟练度。ServiceNow 非常系统地组织了其产品的文档，您可以使用此链接 https://docs.servicenow.com/ 来参考它们。

However, you can gain more proficiency by going through ServiceNow documentations. ServiceNow has organised the documentation of their products very systematically and you can refer to it, using this link https://docs.servicenow.com/ .

接下来，我们要强调的是，您可以通过 ServiceNow 认证展示您的 ServiceNow 技能。要获得 ServiceNow 认证，必须首先完成 ServiceNow 付费培训，之后您将收到免费认证券。

Next thing, we want to highlight is that, you can showcase your ServiceNow skills through ServiceNow certification. To earn a ServiceNow certification, it is mandatory to complete the ServiceNow paid training first and post which, you will receive a free certification voucher.

ServiceNow 已将认证分为四个主要类别，如下所示：

ServiceNow have divided the certifications in four main categories, which are as follows −

Certified implementation specialist (CIS)
Certified application developer (CAD)
Certified application specialist (CAS)

您可以在此 URL www.servicenow.com 上找到有关 ServiceNow 认证和 ServiceNow 授权培训合作伙伴的更多详细信息。

You can find more details on ServiceNow certifications and ServiceNow authorised training partners on this URL, www.servicenow.com