Purpose
My ServiceNow page demonstrates my ability to design, build, and narrate enterprise workflows, with a focus on IT operations, monitoring, and data‑driven decision support. Having worked extensively with BMC Helix, this is about adapting to a new interface and understanding the nuances of a different vendor ecosystem.
By using a personal development ServiceNow instance, I’m demonstrating hands‑on experience with automation, dashboards, and portfolio‑grade solutions that reflect both my problem‑solving mindset and my ability to deliver scalable, industry solutions.
Developer Account
Spin up a Developer Account here: https://developer.servicenow.com/
When you subscribe to developer.servicenow.com, you get a free personal ServiceNow instance along with access to training, documentation, APIs, and a developer community to build, test, and showcase apps. Think of it as a personal sandboxing site.
To expand a bit:
- Free personal instance: You can spin up your own ServiceNow environment to experiment, prototype, and practice without needing a corporate license.
- Learning resources: Guided learning paths, hands-on labs, and documentation help you master ServiceNow development.
- Community & tools: You gain access to forums, sample code, APIs, and app-building tools to accelerate development and portfolio projects.
- Showcase potential: It’s designed for developers to build and narrate apps, workflows, and integrations that can later be deployed in enterprise environments
Incident Management
ServiceNow Incidents can be created from the Service Desk channel. Typically:
- Phone calls
- Service Portals
- Chat and chatbot
- Emails (In-bound Actions)
- Walk-in (Service Desk)
Incident States and (DB Value) in ServiceNow are:
- New ( 1 )
- In Progress ( 2 )
- On hold ( 3 )
- Resolved ( 6 )
- Closed ( 7 )
- Cancelled ( 8 )
The incident priority matrix is:
| Impact / Urgency | Impact-High | Impact-Medium | Impact-Low |
| Urgency-High | Priority 1 – Critical | Priority 2 – High | Priority 3 – Moderate |
| Impact-Medium | Priority 2- High | Priority 3 – Moderate | Priority 4- Low |
| Impact-Low | Priority 3 – Moderate | Priority 4- Low | Priority 5 – Planning |
Other notes – each incident requires a category and a sub-category. This can be performed manually bur risks misconfiguration particularity in large organisations. An alternative is to rely on the Configuration Item (CI) Class adding an automated structure and standardised configuration to the process. The downside of this is automation is to ensure CI’s are fully and accurately populated and maintained.
From the ServiceNow home page. Select [All] and search for “incident‘. Then click on Incidents under the Service Desk section.
The Incidents Page with appear
Open an incident and right click on the Category first and later Sub-Category to add new Categories manually.
Click on Configure Choices and a new window will appear allowing you to add, remove and create new categories.
Alternatively, use the Incident Dictionary pages.
Employee Center / Employee Service Center (ESC)
To access the Employee Center (formally Employee Service Center) go to your development environment and append “esc” to the URL. For example, my development environment is here: https://dev181488.service-now.com/esc Note, this page won’t open unless the credentials are entered.
