Book Image

Learning ServiceNow. - Second Edition

5 (1)
Book Image

Learning ServiceNow. - Second Edition

5 (1)

Overview of this book

This book is an updated version of Learning ServiceNow, that will cover the new and updated features of the ServiceNow platform. It will show you how to put important ServiceNow features to work in the real world, while introducing key concepts via examples of managing and automating IT services. It'll help you build a solid foundation of knowledge, and will demonstrate how to effectively implement and configure modules within ServiceNow. We'll show you how to configure and administer your instance, and then move on to building strong user interfaces and creating powerful workflows. We also cover other key elements of ServiceNow, such as notifications, security, reporting, and custom development. You will learn how to improve and automate your business' workflow and processes. By the end of this book, you will be able to successfully configure and manage ServiceNow like a pro.
Table of Contents (19 chapters)
Learning ServiceNow Second Edition
Contributors
Preface
Index

What is a user?


User accounts in ServiceNow are, for the most part, just another type of record in the database. User records are stored in the Users [sys_user] table, and define the users that can log in and access the instance. Related tables (specifically, the Roles [sys_user_role] table) control our users' level of access, but it's the Users table that defines and contains the account itself, including additional data like the user's email address, phone number, user ID (which is used to log in to ServiceNow), and even password (stored as a one-way encrypted hash):

A user is a record that corresponds to a set of permissions (roles) and groups, and of course, to a real person! User accounts can also correspond to licenses which must be purchased from ServiceNow, if they have roles. As of right now, ServiceNow does not generally charge licensing fees for users that don't require fulfiller access or any special roles. These non-roled/non-ITIL users are referred to as self-service users,...