Service Management

Note: This article applies to Fuji and earlier releases. For more current information, see Service Management at http://docs.servicenow.com The ServiceNow Wiki is no longer being updated. Visit http://docs.servicenow.com for the latest product documentation.

Overview

Service Management (SM) helps you organize the applications you use to run your business. SM applications, such as field service management and facilities service management allow you to manage business functions that require a request-type workflow where requests are approved, qualified, assigned, and completed.

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When Service Management is activated, SM applications can be activated, as well as other features such as the Service Management Application Designer and the Service Management Portal.

Menus and Modules

Although SM does not have its own module that displays in the application navigator, there are a few modules that are related to SM that display when the plugin is activated. For example:

• System Applications > Applications > New

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• Content Management > Sites > Service Management

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Activating Service Management

The Service Management Core plugin is required to use any SM applications, such as field service management and facilities service management.

Note: Service Management may require a separate subscription. Contact your ServiceNow account manager for more details.

Click the plus to expand instructions for activating a plugin.

If you have the admin role, use the following steps to activate the plugin. Navigate to System Definition > Plugins. Right-click the plugin name on the list and select Activate/Upgrade. If the plugin depends on other plugins, these plugins are listed along with their activation status. {{#if: | {{{1}}} }} [Optional] If available, select the Load demo data check box. Some plugins include demo data—sample records that are designed to illustrate plugin features for common use cases. Loading demo data is a good policy when you first activate the plugin on a development or test instance. You can load demo data after the plugin is activated by repeating this process and selecting the check box. Click Activate.

The Service Management application also activates the following plugins if they are not already active.

• Asset Management
• Process Flow Formatter
• State Flows
• Knowledge Management V3
• Skills Management
• Territory Management

Activating Other SM Applications

After the Service Management Core plugin has been activated, you can activate other SM applications, such as field service management and facilities service management. You can also activate CMS portals for each of these SM applications to add them to the Service Management portal.

Plugin	ID	Description
Facilities Service Management	com.snc.facilities.core	Manages facilities requests and enables users to report and track requests by their location on a floor plan. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details
Facilities Service Management CMS Portal	com.snc.facilities.core.cms	Displays the Facilities Service Management SM application on the Service Management portal. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.
Field Service Management	com.snc.work_management	Provides support for scheduling and managing on location work.
Field Service Management CMS Portal	com.snc.work_management.cms	Displays the Work Management SM application on the Service Management portal. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.
Finance Service Management	com.snc.finance_service_automation	Provides support for managing finance requests and enabling users to report and track those requests. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.
Finance Service Management CMS Portal	com.snc.finance_service_automation.cms	Displays the Finance Service Management SM application on the Service Management portal. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.
Human Resources Service Management: Core	com.snc.hr.core	Provides a basic data and security model for HR systems.
Human Resources Service Management: Core CMS Portal	com.snc.hr.core.cms	Displays the Human Resources Service Management SM application on the Service Management portal. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.
Legal Service Management	com.snc.legal_service_automation	Provides support for managing legal matters and enabling users to report and track matters. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.
Legal Service Management CMS Portal	com.snc.legal_service_automation.cms	Displays the Legal Service Management SM application on the Service Management portal. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.
Marketing Service Management	com.snc.marketing_service_automation	Provides support for managing marketing requests and enabling users to report and track those requests.. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.
Marketing Service Management CMS Portal	com.snc.marketing_service_automation.cms	Displays the Marketing Service Management SM application on the Service Management portal. Activation of this plugin on production instances may require a separate license. Contact ServiceNow for details.