Learning ServiceNow

IT Service management at your fingertips
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Learning ServiceNow

Tim Woodruff

1 customer reviews
IT Service management at your fingertips
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Book Details

ISBN 139781785883323
Paperback356 pages

Book Description

This book shows you how to put important ServiceNow features to work in the real world. We will introduce key concepts and examples on managing and automating IT services, and help you build a solid foundation towards this new approach. We’ll demonstrate how to effectively implement various system configurations within ServiceNow. We’ll show you how to configure and administer your instance, and then move on to building strong user interfaces and creating powerful workflows.

We also cover other key elements of ServiceNow, such as alerts and notifications, security, reporting, and custom development. You will learn how to improve your business’ workflow, processes, and operational efficiency. By the end of this book, you will be able to successfully configure and manage ServiceNow within your organization.

Table of Contents

Chapter 1: The Interface
Frames
Filter text box
Favorites
Important application menus and modules
Content frame
UI settings and personalization
Summary
Chapter 2: Lists and Forms
List v2 versus List v3
Lists and Tables
Forms
Summary
Chapter 3: UI Customization
UI15 versus UI16
Branding your instance
Custom themes
UI-Impacting system properties
Configuring service portal UI
Creating a custom homepage
Styling pages and widgets
Styling the CMS
Summary
Chapter 4: Understanding Data and Relationships
One-to-many relationships in ServiceNow
Many-to-many relationships in ServiceNow
Enforcing one-to-one relationships
Defining custom relationships
Database table inheritance
Summary
Chapter 5: Tasks and Workflows
Important task fields
Journals and the Activity formatter
Extending the task table
Workflows
Approvals
Assignment
Creating Task fields
Summary
Chapter 6: UI and Data Policies
UI Policies
Reverse if False
Scripting in UI Policies
UI Policy Order
Data Policies
Converting between Data and UI Policies
Data Policies versus ACLs
Summary
Chapter 7: User Administration and Security
Groups and Roles
Emails and notifications
User preferences
ACLs - security rules
Summary
Chapter 8: Introduction to Scripting
To script, or not to script?
Client side versus server side APIs
Where scripting is supported
Integrated development environment
Summary
Chapter 9: The Server-side Glide API
The structure of an API class
Server-side APIs
GlideRecord
GlideElement
GlideDateTime
GlideSession
GlideSystem
GlideUser
Client-side APIs
GlideAjax
GlideForm (g_form)
Summary
Chapter 10: The Client-side Glide API
Client-side APIs
GlideAjax
GlideForm (g_form)
GlideUser (g_user)
GlideRecord
Summary
Chapter 11: Server-side Scripting
Dot-walking and GlideElement
Script Includes
Business rules
Summary
Chapter 12: Client-side Scripting
Client Scripts
Security
Compatibility
Build for performance
UI scripts
Scripts files from the server
Summary
Chapter 13: Debugging
Logging
Client-side debugging
Server-side debugging
JavaScript debugger (Istanbul)
General Debugging
Summary
Chapter 14: Pro Tips
Admin Pro Tips
Scripting Pro Tips
What the pros wish they knew
Summary

What You Will Learn

  • Acquire and configure your own free personal developer instance of ServiceNow
  • Read (and write!) clear, effective requirements for ServiceNow development
  • Avoid common pitfalls and missteps that could seriously impact future progress and upgradeability
  • Know how to troubleshoot when things go wrong using debugging tools
  • Discover developer “tips and tricks”
  • Pick up great tips from top ServiceNow development and administration professionals, and find out what they wish they knew when they were starting out

Authors

Table of Contents

Chapter 1: The Interface
Frames
Filter text box
Favorites
Important application menus and modules
Content frame
UI settings and personalization
Summary
Chapter 2: Lists and Forms
List v2 versus List v3
Lists and Tables
Forms
Summary
Chapter 3: UI Customization
UI15 versus UI16
Branding your instance
Custom themes
UI-Impacting system properties
Configuring service portal UI
Creating a custom homepage
Styling pages and widgets
Styling the CMS
Summary
Chapter 4: Understanding Data and Relationships
One-to-many relationships in ServiceNow
Many-to-many relationships in ServiceNow
Enforcing one-to-one relationships
Defining custom relationships
Database table inheritance
Summary
Chapter 5: Tasks and Workflows
Important task fields
Journals and the Activity formatter
Extending the task table
Workflows
Approvals
Assignment
Creating Task fields
Summary
Chapter 6: UI and Data Policies
UI Policies
Reverse if False
Scripting in UI Policies
UI Policy Order
Data Policies
Converting between Data and UI Policies
Data Policies versus ACLs
Summary
Chapter 7: User Administration and Security
Groups and Roles
Emails and notifications
User preferences
ACLs - security rules
Summary
Chapter 8: Introduction to Scripting
To script, or not to script?
Client side versus server side APIs
Where scripting is supported
Integrated development environment
Summary
Chapter 9: The Server-side Glide API
The structure of an API class
Server-side APIs
GlideRecord
GlideElement
GlideDateTime
GlideSession
GlideSystem
GlideUser
Client-side APIs
GlideAjax
GlideForm (g_form)
Summary
Chapter 10: The Client-side Glide API
Client-side APIs
GlideAjax
GlideForm (g_form)
GlideUser (g_user)
GlideRecord
Summary
Chapter 11: Server-side Scripting
Dot-walking and GlideElement
Script Includes
Business rules
Summary
Chapter 12: Client-side Scripting
Client Scripts
Security
Compatibility
Build for performance
UI scripts
Scripts files from the server
Summary
Chapter 13: Debugging
Logging
Client-side debugging
Server-side debugging
JavaScript debugger (Istanbul)
General Debugging
Summary
Chapter 14: Pro Tips
Admin Pro Tips
Scripting Pro Tips
What the pros wish they knew
Summary

Book Details

ISBN 139781785883323
Paperback356 pages
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From 1 reviews

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