ServiceNow Cookbook - Second Edition

Over 60 practical and immediately applicable recipes to help you manage services in your enterprise environment efficiently
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ServiceNow Cookbook - Second Edition

John Benedetti, Ashish Rudra Srivastava

Over 60 practical and immediately applicable recipes to help you manage services in your enterprise environment efficiently

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Book Details

ISBN 139781788834056
Paperback296 pages

Book Description

ServiceNow is the ideal platform from which to create enterprise-level applications, giving both requesters and fulfillers better visibility and access to a process. With this book, we'll guide you through the world of ServiceNow, letting you take on the best the platform offers you with the least amount of hassle.

Starting with core configuration and management tasks, this book will help you build data-driven apps and also explores development best practices. You will learn to set up email notifications for users and work with the database view for reporting. Next, you will build/design data-driven apps where you will learn to implement the new Automated Testing framework. You will also be guided through creating various tasks from workflows and how to make the most of workflow utilities available in ServiceNow. Following this, you will learn about Service Portal (new with Helsinki) where you will learn how to configure the portal and how to perform integrations with different cloud platforms, along with tips and tricks on using the portal effectively. Finally, you will learn to use paid plugins such as Discovery, Orchestration, and Service Mapping.

By the end of this book, you will have acquired immediately applicable skills to rectify everyday problems encountered on the ServiceNow platform.

Table of Contents

Chapter 1: Getting Started with ServiceNow
Introduction
First steps with ServiceNow application
ServiceNow frontend navigation
ServiceNow backend navigation
ServiceNow essential modules (ITIL)
Managing your profile in ServiceNow
Chapter 2: Performing Core Configuration and Management Tasks
Introduction
Setting up your basic configuration
Configuring ServiceNow forms
Configuring UI policies on ServiceNow forms
Configuring UI actions on forms
Using ServiceNow plugins
Understanding ServiceNow tables schema
Getting into the CMDB
Understanding the system dictionary
Setting up an SLA or other contracts
Setting up system rules
Understanding deployments or update sets
Chapter 3: Building and Designing Data-Driven Applications
Introduction
Starting a new application
Adding new components to your application
Publishing a new application
Using the Team Development plugin
Getting into client scripting
Getting into server scripting
Understanding development best practices – script includes
Understanding web services
Implementing automated testing
Chapter 4: Configuring Alerts and Notifications
Introduction
Setting up email notifications for users
Working with email templates
Getting into notification scripts
Understanding email watermarking
Email troubleshooting
Configuring delegates
Chapter 5: Building and Configuring Reports
Introduction
How to view and run reports
Creating custom reports
Getting into reporting templates
How to schedule a report
Creating a dashboard
Working with the database view for reporting
Chapter 6: Creating and Configuring Workflow Activities
Introduction
Setting up workflow conditions
Setting up approval activities
Adding a task activity
Adding notifications
Subflows – triggering a workflow from another workflow
Using timer activities
How to use workflow utilities
Chapter 7: Auditing and Diagnosing ServiceNow
Introduction
Understanding auditing in ServiceNow
Working with auditing tables
Understanding ServiceNow upgrades
Working with system logs
Session debugging
Background scripts
Chapter 8: Service Portal
Introduction
Configuring a portal
Why mobile matters
Branding and themes
Portal pages
Portal widgets
Building a new widget
Chapter 9: Overview of Additional Modules and Kingston
Introduction
Understanding Discovery
Understanding Orchestration
Service Mapping
Cloud Management
Governance, Risk, and Compliance
Human Resources
Edge Encryption
Kingston – Flow Designer
Kingston – Agent Intelligence

What You Will Learn

  • Grasp the basics, such as entering and navigation, required to implement ServiceNow
  • Use ServiceNow plugins to manage development
  • Build and publish custom applications for service management
  • Design data-driven apps to connect with the outside world by getting into client and server scripting
  • Start using the Service Portal to easily create portals for end users
  • Configure alerts and notifications and understand e-mail troubleshooting and watermarking
  • Build and configure reports to set up your dashboard as per requirements

Authors

Table of Contents

Chapter 1: Getting Started with ServiceNow
Introduction
First steps with ServiceNow application
ServiceNow frontend navigation
ServiceNow backend navigation
ServiceNow essential modules (ITIL)
Managing your profile in ServiceNow
Chapter 2: Performing Core Configuration and Management Tasks
Introduction
Setting up your basic configuration
Configuring ServiceNow forms
Configuring UI policies on ServiceNow forms
Configuring UI actions on forms
Using ServiceNow plugins
Understanding ServiceNow tables schema
Getting into the CMDB
Understanding the system dictionary
Setting up an SLA or other contracts
Setting up system rules
Understanding deployments or update sets
Chapter 3: Building and Designing Data-Driven Applications
Introduction
Starting a new application
Adding new components to your application
Publishing a new application
Using the Team Development plugin
Getting into client scripting
Getting into server scripting
Understanding development best practices – script includes
Understanding web services
Implementing automated testing
Chapter 4: Configuring Alerts and Notifications
Introduction
Setting up email notifications for users
Working with email templates
Getting into notification scripts
Understanding email watermarking
Email troubleshooting
Configuring delegates
Chapter 5: Building and Configuring Reports
Introduction
How to view and run reports
Creating custom reports
Getting into reporting templates
How to schedule a report
Creating a dashboard
Working with the database view for reporting
Chapter 6: Creating and Configuring Workflow Activities
Introduction
Setting up workflow conditions
Setting up approval activities
Adding a task activity
Adding notifications
Subflows – triggering a workflow from another workflow
Using timer activities
How to use workflow utilities
Chapter 7: Auditing and Diagnosing ServiceNow
Introduction
Understanding auditing in ServiceNow
Working with auditing tables
Understanding ServiceNow upgrades
Working with system logs
Session debugging
Background scripts
Chapter 8: Service Portal
Introduction
Configuring a portal
Why mobile matters
Branding and themes
Portal pages
Portal widgets
Building a new widget
Chapter 9: Overview of Additional Modules and Kingston
Introduction
Understanding Discovery
Understanding Orchestration
Service Mapping
Cloud Management
Governance, Risk, and Compliance
Human Resources
Edge Encryption
Kingston – Flow Designer
Kingston – Agent Intelligence

Book Details

ISBN 139781788834056
Paperback296 pages
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