Content Items are the catalogue items that provide information instead of goods or services.

You may use Content Items for multiple purposes:

•  Link to a Knowledge Base Article,
• Link to Catalogue Content, and
• Link for a Module and External Content.

Learn more here!

The user in the Opened By field of a Requested Item [sc_req_item] record has read access to it.

Requested For user has read access to his/her requested item, same as the approver when he/she is required to approve.

Requester's manager does not have access to the requested item unless he/she is the 'opened by' user, the approver or a fulfiller.

If a change advances to the Review state before the predefined, automated tasks are completed, the tasks are automatically cancelled.

You create an incident record to document a deviation from an expected standard of operation.

An incident is defined as one of the following, according to ITIL (which is a global framework of best practices for IT Service Management):

  1) Unplanned interruption to an IT service

  2) Reduction in the quality of an IT service

  3) Failure of a configuration item (CI) that has not yet affected service

  4) An event that has not yet impacted the service to the customer.

The underlying cause of one or more incidents is a definition of a Problem.

Screenshot 1: Configuring the Incident form to allow the information required for a business to resolve an incident

Screenshot 2: Creating an Incident from the Service Portal

Learn more here!

Agenda Management allows you to determine which changes are included in a CAB meeting using the filter criteria.

• Using Related Schedules, you can ensure the CAB schedule considers specific working hours, public holidays, etc.
• Schedule Entries allows you to specify when the CAB meeting is held, on which days, and how often.
• Via Refresh CAB Meetings, you can update CAB meetings and invites based on changes to the definition or schedule.
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Learn more here!

Problem Management supports the ITIL process to find and fix the root cause of issues that result in incidents. You can record problems, associate incidents, and assign them to appropriate groups. You can create knowledge from problems, request changes, escalate and manage problems to their resolution and reporting.

When the cause of an incident is an error or widespread issue, you can create a problem record to track the root cause of the issue.

You can create a problem record from an incident to conduct a root cause analysis of the underlying issue that caused this incident.

• You can generate a problem record manually from the problem module.
• You can generate a problem from an incident.
• You can create a record producer to log problems from the service catalogue.
• You can also generate a problem from an email when an appropriate inbound email action is configured.

Image: Root Causing in Problem Management

Screenshot: Creating a problem from an incident

Learn more here!

When submitting a catalogue item request, you can upload an attachment for a question of the item defined as a variable with the Attachment type.

After you upload the attachment, you can also download, update, and delete it. Even when fulfilling the request, you can download, update, and delete the attachment in a requested item or catalogue task.

You can specify restrictions for file size and extensions using the max_file_size and allowed_extensions variable attributes.

Screenshot 1: Creating an Attachment variable

Screenshot 2: Example of an Attachment variable

Learn more here!

First introduced: Paris release

Change managers can use the Change models feature to tailor change activities and flows for specific use cases conveniently.

This feature is an extension to the existing IT Infrastructure Library (ITIL) OOB Change types and workflows. You can use it to transit to fit-for-purpose models and ServiceNow Flow Designer without compromising on existing capabilities.

Change models enable you to define:

• Fit-for-purpose state models
• State transitions
• State transition conditions

Screenshot 1: Model State Transitions for the ‘Authorize’ Model State in Change Requests

Screenshot 2: Change Model Condition Type for when ‘Unauthorized’ is false

Learn more here!

SLA conditions determine when a task SLA record is attached, paused, resumed, reset, canceled, and completed.

When an incident is paused, this pauses the SLA, but only when the On hold reason field is set to Awaiting Caller.

The responsibility for the incident shifts temporarily to another entity to provide further information, evidence, or a resolution. The On hold reason list appears when you select the On Hold option. If the On hold reason is Awaiting Caller, the 'Additional comments' become mandatory.

Screenshot: Pause conditions in the SLA definition for Incident P1 resolution

Diagram: SLA Conditions Methods when the cancel and resume conditions are selected

Learn more about SLA conditions here!

Learn more about SLA transitions here!

The State of a normal change is updated to 'New' when a member of the assignment group or CAB Approval group rejects the change.