Understanding Service-Now's self-service application
Service-Now's Self-Service module is available for all users, whether it's an end user or any ITIL role holder. The self-service application is the best place from to manage major tasks.
Getting ready
To step through this recipe, all you need is a Service-Now instance address and valid credentials.
How to do it...
The Self-Service application module is available in the IT view for all users. To view this application module, the user doesn't need role. This self-service application has many modules but let's take a look at some key ones:
- Watched Incidents: As a support group member, usually you want to denote your reporting manager or lead or any other user regards to the incident so in such a case you can add their name in watched list field. Once users are added on the incident form, they will start getting all email notification for each and every update regards to the task like incident, problem, and change and so on:
Service-Now self-service module
- Homepage: Mostly, the resolver manager wants to see the overview of all calls; so, in such a case, Service-Now provides out of the box modules where any manager, lead, or team member can view the overall status of all calls, which can be customized based on the requirement:
The ITIL Homepage
See also
- To read more about the Self-Service application click on https://docs.servicenow.com/bundle/geneva-servicenow-latform/page/use/employee_self_service/reference/r_EmployeeSelfService.html
