1. ServiceNow Implementation Workshop
CMS Self Service Portal

2. Workshop Day 1
Description
The ServiceNow The Employee Self-Service application gives
supported end users a clean, simple front end to their IT
support organization.
Introduction &
Roles
Objectives &
Outcomes
Current State
Assessment
Employee Self
Service Portal
Best Practice
Overview
• Brief introduction by the team
members, and understanding
roles in the workshops
• Brief overview of workshop
deliverables and high level goals
of each attendee
• Current state review, challenges,
opportunities, controls and
measures
• Level setting and overview of
what CMS and Self Service
Portal is, benefits, and roles &
responsibilities

3. Workshop Approach
• Understand how Employee Self Service Portal can help your organization
• Understand the roadmap to get the most value out of the Employee Self Service Portal
• Document requirements and design based on workshop participation

4. Executive Summary
Alcor understands that UCSD intends to design and configure a basic Employee Self
Service(ESS) Portal.
Given the Alcor’s current understanding of UCSD’s maturity in CMS, as part of this
engagement, Alcor will provide necessary support throughout the lifecycle of this phase
with best practices and technical expertise. Alcor estimates the implementation effort not
to exceed 60 hours for this activity, but this can be adjusted on request from UCSD
• Review a basic checklist of prerequisites that will be useful in setting expectations, scoping out
deliverables, and making reasonable design timelines.• Form Fields and values such as
Category, Priority, State, User Information
• Create the sites, layouts and content pages. Individual content pages• Notifications for end
users, managers, business owners, service owners, and support groups
• Define navigation through the site to ensure consistent user experience, and ease of use.

5. ServiceNow Enterprise Cloud
Cloud Management
Orchestration
Discovery
Event Management
Service
Mapping
HR
Facilities
Marketing
Legal
Finance
Change
Incident
Problem
Financial
Management
Risk
Audit
Vendor
SDLC
Demand
Resource Project
Security
Operations
Customer
Service
Field
Asset
Test
More
CMDB
Security
Application
Logic
Application
Development
Analytics
User
Experience
Vulnerability
Response

6. Process Review
1.Lets review the process framework.
2.Don’t hesitate to ask questions.

7. • Organizing Instance
Data
• Organizing Content
• Prototyping/Rapid
Web Design
• Prototype Reviews,
Updates and Sign-
Offs
• Create the sites,
layouts and content
pages.
• Navigation Menus
• Creating Navigation
Menu Blocks
• Testing, Training,
and Signoff
Alcor CMS Implementation Approach
Planning and
Design
Sites, Layouts &
Content Pages
Create Navigation
Testing, Training &
Sign Off

8. ServiceNow CMS
The Content Management System (CMS) is a ServiceNow application that primarily enables users to create a custom
interface for the ServiceNow platform and ServiceNow applications. The CMS application is powerful and flexible, so
customers have used it for a wide variety of projects from creating entire websites to integrating with other products.
The CMS application is included in the base instance.
A CMS typically requires a systems administrator or a web developer to set up and add features, but non-technical
users can use the application as a website maintenance tool to make changes to a website
Goals
The primary goal of designing and implementing a CMS portal is to provide an intuitive and user friendly user
experience with customer’s ServiceNow instance that reflects customer’s corporate brand image and supports the
adoption of the system
Description

9. Planning and Design Approach
Activity Name Description
Organizing Instance Data Our first step is to review a basic checklist of prerequisites that will be useful in
setting expectations, scoping out deliverables, and making reasonable timelines.
• We will ensure necessary data and content are in the instance
• We will ensure that the data effectively represents the applications being used
• We will ensure that the hierarchies and categories in the system are logical.
• We will document all instance data planning & design principles.
Organizing Content • System information, such as knowledge base articles and catalog items
• CMS site information, such as site pages, images, and menus
• Review Client LA's Web Style guidelines
• We will document all instance content planning & design principles
Prototyping/Rapid Web
Design
• We will define the site map for the entire site.
• We will define links, link destinations, content, page names, and page descriptions.
• When prototypes have been analyzed and then used to create pages, revisions to
the published pages are minimal. Design revisions are the most time consuming and
expensive phase of site design
Prototype Reviews, Updates
and Sign-Offs
• Review of prototype designs with steering committee through up to three iterations
• Updates to design based on feedback through up to three iterations
• Sign-off
Planning and
Design
Sites, Layouts &
Content Pages
Create Navigation
Testing, Training &
Sign Off

10. Sample Planning and Design Discussion

11. Creating Sites, Layouts and Content Pages
Activity Name Description
Create the sites, layouts and
content pages.
Layouts are UI elements that define how blocks of content can be added to a page.
Layouts are used for homepages, Content Pages. Layouts' defines the overall structure
of the page by arranging where on the page drop zones appear. We will work with your
team to:
Layouts
• Define layouts for each page
• Define drop zones for each page
• Defining custom actions required on each page
• Creating Layouts (if custom layout is needed) or leverage existing layout
• Document all layout information.
Creating Pages
• Define/Create Content Blocks
• Define Pages
• Define Layout to be used
• Create pages using Content Blocks
• Assigning Pages to Sites
• Customizing Page to follow design guidelines
• Leveraging Update Sets if needed (Content Pages are not added to update sets by
default)
• All aspects of CMS may not be able to leverage update sets, this process will require
creating in the production environment.
• Document all page creation information.
Planning and
Design
Sites, Layouts &
Content Pages
Create Navigation
Testing, Training &
Sign Off

12. Sample Sites, Layouts and Content Pages

13. Sample Sites, Layouts and Content Pages

14. Create Navigation
Activity Name Description
Navigation Menus Once the layouts and pages are created, we can begin to define navigation through
the site to ensure consistent user experience, and ease of use
• Build Menu Block - The menu block defines the entire menu block and how it is
displayed.
• Build Menu Section - The menu sections define groups of links displayed within the
block.
• Build Menu Items - The menu items define the links within the block.
• Document all navigation menu configuration.
Creating Navigation Menu
Blocks
• Define all navigation elements required within the system
• Select navigation menu system (style) for all the menus
• Create Menu Section
• Create Menu Items
• Customizing menu styles
• Adding menus to pages
• Document all navigation menu block information.
Planning and
Design
Sites, Layouts &
Content Pages
Create Navigation
Testing, Training &
Sign Off

15. Sample Navigation Creation

16. Testing, Training, and Signoff
Activity Name Description
Testing, Training, and Signoff The final step is a complete review and test of the work, build the training materials
and initiate the knowledge transfer, and get formal sign off that the final product
has met all requirements.
• Test on the browsers and platforms your site visitors use
• Test on a variety of monitors (for example, LCD and CRT)
• View pages using different screen resolutions
• View pages using different color settings
• Test all navigation and links
• Test items that can be downloaded (for example, PDF files)
• Test the search functionality
• Test site security
• Knowledge transfer for trainers, in support of end users
Planning and
Design
Sites, Layouts &
Content Pages
Create Navigation
Testing, Training &
Sign Off

17. Alcor ServiceNow CMS Design
Samples

18. Landing Page Samples
1. Landing page is a Homepage for the portal.
2. Communicates the purpose of the site.
3. Provides clear path to common actions within the
system.
4. Can be customized based on clients corporate
theme and branding.

19. Infoblox

20. Cal State LA

21. Toyota

22. Beachbody

23. WILLIAMS-SONOMA

24. Walmart

25. CISCO

26. HGST

27. RMS

28. Request & Incident Form
Samples
1. Used to submit a request. Ex: Reset my
Password
2. Used to log an Incident. Ex: Laptop is Broken

29. RMS

30. HGST

31. Sample Knowledge Base
View
1. Used to view company related articles and news

32. HGST

33. RMS

34. Murad

35. Sample Form

36. Service Catalog - Access Request Form

37. Service Catalog - Access Request Form..contd.

38. Service Catalog – RAS Service Request Example