Module End-User Playbooks — كل الأدوار بكل الموديولات

Platform target: ServiceNow Australia (Sep 2026) · next EA: Brazil
URLs: ../../SERVICENOW_DIRECT_URLS_CATALOG.html · 1-week: ../../SERVICENOW_ONE_WEEK_STUDY_DEPLOY_AUSTRALIA.html
HR Leave: Scope x_786686_hr_leave

دلائل المستخدم النهائي عبر جميع الموديولات

Single reference for every persona across every module — what they do in a day, where they click, what scripts power their work.

مرجع موحّد لكل شخصية في كل موديول — ما هي مهامها اليومية ومن أين تعمل.

§1 — How to use this document / كيفية الاستخدام

Each module file has a deep §17 — Power User Playbook with full scripts. This file is the cross-module index + quick reference.

§2 — Universal personas / الأدوار الشاملة (cross-module)

§3 — Employee (across modules)

3.1 Day-in-Life

3.2 Top 5 employee actions

1. Browse Topics (Catalog + KB)
2. Open a case / request / leave
3. Track their requests
4. Acknowledge policies / training
5. Update their profile

3.3 What powers it

• Service Portal /esc + widgets
• Mobile App (Now Mobile)
• Notifications (email + push)
• Virtual Agent (24/7 self-service)
• KB Suggester (when typing description, suggest articles)

§4 — Manager (universal approval persona)

4.1 Day-in-Life

4.2 Top 5 manager actions

1. Approve / reject in inbox
2. Delegate authority during travel
3. Review team metrics (utilization, on-time, SLA)
4. Submit demand for new initiatives (SPM)
5. Complete control attestations (GRC)

4.3 Mobile-first

Most manager actions happen on mobile via the Approval card UX — single-tap approve, swipe to reject.

§5 — IT Service Desk Agent (ITSM)

5.1 Day-in-Life

Refer to ITSM.md §17.2 for full detail. Quick recap:

1. Workspace inbox (/now/sow/home)
2. Triage P1/P2/P3 — assign to self or escalate
3. Investigate, run KB, knowledge-suggest
4. Apply fix, log activity, attach evidence
5. Resolve + close + survey

5.2 Pro tips

• Use Alt+1..9 keyboard shortcuts
• Pin top 3 customer-impact dashboards
• Run “Bulk update” for known mass events

§6 — HR Agent (HRSD)

See HRSD.md §17.2-17.4 for full playbook (20 scripts).

Quick: handle HR cases with PII redaction, COE escalation, criteria-based hiding, Workday sync, KB suggestion.

§7 — CSR / Customer Service Rep (CSM)

See CSM.md §17.3 for full day-in-life (8 steps from queue to reply).

Quick: identify account via email domain, check entitlement, route to right team, use AI to summarize past cases, send branded reply.

§8 — Field Technician (FSM)

See FSM.md §17.3 for full mobile-centric day.

Quick: travel → arrive → start → consume parts → complete with signature → next WO.

§9 — Dispatcher (FSM)

See FSM.md §17.2.

Quick: map view, drag-drop WOs to technicians, optimize routes, handle emergencies.

§10 — Risk / Control Owner (GRC)

See GRC.md §17.2.

Quick: complete attestations on time, upload evidence, sign off controls.

§11 — SOC Analyst T1 (SecOps)

See SECOPS.md §17.2.

Quick: triage SIEM alerts, validate true/false positive, enrich IoCs, escalate to T2.

§12 — Vulnerability Owner (SecOps VR)

Quick: receive new VIs by team, prioritize, drive remediation within SLA, document accepted risks.

§13 — Project Manager (SPM)

See SPM.md §17.2 for hybrid waterfall/agile day-in-life.

Quick: review plan, update %complete, manage risks, run sprints, log timecards.

§14 — Resource Manager (SPM)

See SPM.md §17.3.

Quick: capacity heatmap, allocate, resolve over-allocations.

§15 — Citizen Developer (App Engine)

See APP_ENGINE.md §17.2.

Quick: describe app in plain English → AI generates → adjust → preview → share.

§16 — Pro Developer (App Engine + DevOps)

See DEVOPS.md for full DevOps workflow.

Quick: commit → CI runs → auto-CR → approve → deploy → monitor DORA metrics.

§17 — Executive (Cross-module)

17.1 Daily 5-min view

All on one UI Builder Executive Dashboard.

17.2 Weekly digest

Auto-emailed Monday 7am with one-pager from each module.

§18 — CMDB Steward

18.1 Day-in-Life

1. Open CMDB Workspace
2. Review CMDB Health score
3. Investigate stale CIs (no update >30 days)
4. Resolve duplicate CIs (IRE conflicts)
5. Add new authoritative source (e.g., Azure)

18.2 Top 5

1. Identification rules (IRE)
2. Reconciliation conflicts
3. Stale CI cleanup
4. CSDM compliance check
5. Relationship maintenance

See CMDB.md for full playbook.

§19 — Asset Manager (ITAM)

19.1 Day-in-Life

1. Process receiving — match PO to incoming
2. Allocate assets to users
3. Investigate “Missing” assets
4. Run reclamation report (SAM)
5. Plan refresh cycle

See ITAM.md §17 for the full deep-dive.

§20 — Auditor (Internal/External)

20.1 Day-in-Life

1. Open Audit Engagements list
2. Plan walkthrough (process owners)
3. Test controls (sample, test, document)
4. Raise findings with evidence
5. Track remediation

See GRC.md §17 sub-section on auditor persona.

§21 — Common workflows for each persona

21.1 Approve / Reject

21.2 Search

21.3 Notifications channels by preference

§22 — Persona engagement levels

§23 — Persona-to-feature mapping (one-look)

§24 — Top 10 cross-persona scripts (reusable)

Each module file has its own scripts in §17. These are common patterns reused across:

Reusable Script Includes live in your scoped app or global scope, and each module references them.

§25 — Training resources by persona

§26 — Persona scorecard template

After 30 days post go-live, measure each persona: