Become confident with ServiceNow.
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Your first service workspaceUnderstand service work · 3 min
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Projects
Project: restore an email outage
Combine triage, internal investigation and evidence-based resolution. The whole saved result matters.
12 min · Combine your skillsProject: prepare an honest handoff
A handoff leaves unresolved work visible and preserves why it is waiting. Combine caller correction, routing, state and notes.
12 min · Combine your skillsProject: resolve using team knowledge
Use a runbook, preserve its link to the incident and document the verified result. Each piece of evidence serves a different purpose.
12 min · Combine your skillsProject: deliver new-starter equipment
Combine an authorized request, clear team ownership and completed fulfillment work. Parent and child records must agree.
12 min · Combine your skillsProject: plan a recurring-issue fix
Combine cause analysis with a related, reversible change plan. The result is a documented planning stage, not an implemented technical fix.
12 min · Combine your skillsLessons
12 skill categories · Beginner to advancedUnderstand service work
Your first service workspace · Something broke, or something is needed? · Find a record by its number
Lists, forms and queues
Return from a form to its list · Filter the incident queue · Restore the complete queue
Capture useful incidents
Create your first incident · Write a concise short description · Correct a caller reference
Triage and route work
Identify the affected service · Use impact and urgency · Read a configured priority result
Investigate and communicate
Begin an investigation · Add an internal work note · Send a caller-visible update
Resolve and verify
Resolve with useful evidence · Distinguish a workaround from a permanent fix · Reopen after a recurrence
Reuse team knowledge
Find relevant troubleshooting knowledge · Read the next troubleshooting step · Link the article used in an incident
Request standard services
Order a standard catalog item · Read a submitted request · Correct a request recipient
Approve and fulfill requests
Record an approval decision · Record a rejected request · Create a linked fulfillment task
Problems, changes and configuration
Capture a recurring cause investigation · Separate workaround from root cause · Plan a controlled service change
Report on service work
Read active work from the queue · Run a state-filtered report · Group a service report by team
Workplace projects
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