IT Service Management

Introduction

The IT Service Management app is designed for use with your ServiceNow instance. Although it mostly relies on out-of-the-box tables and fields and is ready to go, you may find the need to make changes to some of the filter conditions or fields based on the way that you have customized your instance. You might remove some views and add new ones by editing the application using the same steps explained in Creating Analytical Applications.

Installation

In this section, we'll go over the prerequisites and steps for setting up the IT Service Management app.

Prerequisites

For a successful deployment of the IT Service Management app, the following prerequisites must be reviewed and provided as needed.

Permissions

The views of the app access certain ServiceNow tables, and access to these tables is controlled using roles and access control lists.

Required Roles

You should grant the following roles to the user (service account) that is used by the Explore Analytics data source to connect to ServiceNow.

itil, itil_admin, survey, survey_reader, financial_mgmt_admin, financial_mgmt_user, catalog_admin, knowledge, knowledge_admin, workflow_creator, content_admin, soap_script

If you grant new roles, you will need to refresh the Explore Analytics data source.

ACLs

In most cases, you will not need to add any new ACLs. However, note that out-of-the-box, ServiceNow has no ACL on the "task" table which is required for the IT Service Management app. You may need to add read access to the task table to some role and grant that role to the user that's used by Explore Analytics. The same may be true for the "cmdb_ci_outage" table.

Granting Access to Users

The "explore_analytics_itsm_user" role.

⇦ Creating Analytical Applications

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