Mastering ServiceNow

Conquer ServiceNow by getting to grips with the power behind the platform

Mastering ServiceNow

Mastering
Martin Wood

Conquer ServiceNow by getting to grips with the power behind the platform
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Book Details

ISBN 139781782174219
Paperback606 pages

About This Book

  • Dig into the foundations of the ServiceNow platform and build powerful custom applications
  • Design feature-rich, responsive, automated workflow systems
  • Leverage the vast capabilities of ServiceNow to super-power your business

Who This Book Is For

This book is intended for those who are familiar with web technologies such as JavaScript. We start from the computing fundamentals to understand how ServiceNow is architected, working from the ground up to really leverage the full capabilities of the platform.

Table of Contents

Chapter 1: ServiceNow Foundations
Diving into the infrastructure
Exploring the database
Building hierarchical tables
Storing data
Reference fields
Many-to-many relationships
Building the interface
Summary
Chapter 2: Server-side Control
A brief history of JavaScript
Running background scripts
Rhino – the JavaScript engine powering ServiceNow
Using GlideRecord (and its friends)
Counting records with GlideAggregate
Business Rules
Preventing colliding code
Script Includes
Special function calls
Enforcing a Data Policy
Scripting Reference Qualifiers
Summary
Chapter 3: Client-side Interaction
Building a modern interface
Choosing a UI Action
Running the client-side script
Managing fields with a UI Policy
Manipulating the form with GlideForm
Meeting Client Scripts
Efficiently transferring data to the client
Controlling lists with Context Menus
Customizing and extending the platform
Taking control of the browser
Summary
Chapter 4: Getting Things Done with Tasks
Introducing tasks
Understanding the State field
Drag-and-drop automation with Graphical Workflow
Approving tasks
Using the Service Catalog
Understanding Request Fulfilment
Service Level Management
Summary
Chapter 5: Events, Notifications, and Reporting
Dealing with events
Scheduling jobs
Sending e-mail notifications
Delivering an e-mail
Receiving e-mails
Recording Metrics
Flattening data with Database Views
Reporting
Building homepages
Summary
Chapter 6: Exchanging Data – Import Sets, Web Services, and Other Integrations
Beginning the Web Service journey
Bringing it in using Import Sets
Importing users and groups with LDAP
Building Web Service Import Sets
Connecting to Web Services
Building custom interfaces
Integrating with the ECC Queue
Introducing the MID server
Authenticating and securing Web Services
Designing integrations
Summary
Chapter 7: Securing Applications and Data
Understanding roles
Protecting data with Contextual Security
Encrypting data
Introducing Domain Separation
Authenticating users
Securing Web Services
Summary
Chapter 8: Diagnosing ServiceNow – Knowing What Is Going On
Building a methodology
Looking at the System Log
Using the debugging tools
Enabling the JavaScript Debugger
Tracking each page request
Going through other logs
Finding slow database transactions
Dealing with other performance issues
Auditing and versioning
Optimizing hardware resources
Accessing the system internals
Summary
Chapter 9: Moving Scripts with Clones, Update Sets, and Upgrades
Using your instances
Serializing records to XML
Recording configuration in Update Sets
Cloning instances
Packaging with the App Creator
Synchronizing with Team Development
Sharing with Share
Adding more with plugins
Upgrading ServiceNow
Managing instances
Summary
Chapter 10: Making ServiceNow Beautiful with CMS and Jelly
Designing a portal
Building a portal with CMS
Creating truly custom pages
Dynamically creating content with Jelly
Using Jelly in the CMS
Including Jelly in the standard interface
Summary
Chapter 11: Automating Your Data Center
Servicing the business
Building your own BSM with Discovery
Finding devices with Shazzam
Classifying CIs
Identifying the CI
Exploring the CI
Summing up Discovery
Automating services with Orchestration
ServiceNow Cloud Provisioning
Configuration Automation
Summary

What You Will Learn

  • Dig into the foundations of the ServiceNow platform and build powerful custom applications
  • Design feature-rich, responsive, automated workflow systems
  • Leverage the vast capabilities of ServiceNow to super-power your business
  • Design powerful data-driven applications
  • Control information flow and apply business logic with Business Rules
  • Write efficient and effective client-side JavaScript
  • Explore the working of the Task table
  • Integrate and exchange data with people and systems
  • Create and secure your systems with proper access control
  • Discover and automate other IT systems

In Detail

This book will help you to understand the fundamentals behind the ServiceNow platform. Throughout the book, we develop a simple example application that is designed to highlight the key capabilities of ServiceNow.

In the initial chapters, we build our foundations, walking through the data model, exploring how to write effective code to implement business logic, and avoiding the pitfalls that come with flexibility and choice in client-side scripting.

Then, we explore the Task table, a powerful kick-start to any application. To head off potential problems, we look at debugging and diagnosis techniques. And finally, we think about automation and orchestration—how ServiceNow can help control the rest of your IT environment. Packed with hints, tips, and examples, this book helps you to master ServiceNow quickly and efficiently.

Authors

Table of Contents

Chapter 1: ServiceNow Foundations
Diving into the infrastructure
Exploring the database
Building hierarchical tables
Storing data
Reference fields
Many-to-many relationships
Building the interface
Summary
Chapter 2: Server-side Control
A brief history of JavaScript
Running background scripts
Rhino – the JavaScript engine powering ServiceNow
Using GlideRecord (and its friends)
Counting records with GlideAggregate
Business Rules
Preventing colliding code
Script Includes
Special function calls
Enforcing a Data Policy
Scripting Reference Qualifiers
Summary
Chapter 3: Client-side Interaction
Building a modern interface
Choosing a UI Action
Running the client-side script
Managing fields with a UI Policy
Manipulating the form with GlideForm
Meeting Client Scripts
Efficiently transferring data to the client
Controlling lists with Context Menus
Customizing and extending the platform
Taking control of the browser
Summary
Chapter 4: Getting Things Done with Tasks
Introducing tasks
Understanding the State field
Drag-and-drop automation with Graphical Workflow
Approving tasks
Using the Service Catalog
Understanding Request Fulfilment
Service Level Management
Summary
Chapter 5: Events, Notifications, and Reporting
Dealing with events
Scheduling jobs
Sending e-mail notifications
Delivering an e-mail
Receiving e-mails
Recording Metrics
Flattening data with Database Views
Reporting
Building homepages
Summary
Chapter 6: Exchanging Data – Import Sets, Web Services, and Other Integrations
Beginning the Web Service journey
Bringing it in using Import Sets
Importing users and groups with LDAP
Building Web Service Import Sets
Connecting to Web Services
Building custom interfaces
Integrating with the ECC Queue
Introducing the MID server
Authenticating and securing Web Services
Designing integrations
Summary
Chapter 7: Securing Applications and Data
Understanding roles
Protecting data with Contextual Security
Encrypting data
Introducing Domain Separation
Authenticating users
Securing Web Services
Summary
Chapter 8: Diagnosing ServiceNow – Knowing What Is Going On
Building a methodology
Looking at the System Log
Using the debugging tools
Enabling the JavaScript Debugger
Tracking each page request
Going through other logs
Finding slow database transactions
Dealing with other performance issues
Auditing and versioning
Optimizing hardware resources
Accessing the system internals
Summary
Chapter 9: Moving Scripts with Clones, Update Sets, and Upgrades
Using your instances
Serializing records to XML
Recording configuration in Update Sets
Cloning instances
Packaging with the App Creator
Synchronizing with Team Development
Sharing with Share
Adding more with plugins
Upgrading ServiceNow
Managing instances
Summary
Chapter 10: Making ServiceNow Beautiful with CMS and Jelly
Designing a portal
Building a portal with CMS
Creating truly custom pages
Dynamically creating content with Jelly
Using Jelly in the CMS
Including Jelly in the standard interface
Summary
Chapter 11: Automating Your Data Center
Servicing the business
Building your own BSM with Discovery
Finding devices with Shazzam
Classifying CIs
Identifying the CI
Exploring the CI
Summing up Discovery
Automating services with Orchestration
ServiceNow Cloud Provisioning
Configuration Automation
Summary

Book Details

ISBN 139781782174219
Paperback606 pages
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