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- Herausgeber: Packt Publishing
- Kategorie: Fachliteratur
- Sprache: Englisch
ServiceNow is the ideal platform for you to create enterprise-level applications, giving borh requesters and fulfillers better visibility and access to a process. With this title 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 the core configuration and management tasks, this book will help you build data-driven apps and it will also explore development best practices. You will learn to set up email notifications for users and work with the database view for reporting. Next, the book will guide you through creating various tasks from the workflow and show you how to make the most of the workflow utilities available in ServiceNow. Finally, the book will drive you through the auditing and diagnosing aspects of ServiceNow.
By the end of this book, you will acquire immediately applicable skills to rectify everyday problems encountered on the ServiceNow platform.
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Seitenzahl: 215
Veröffentlichungsjahr: 2017
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Table of Contents
ServiceNow Cookbook
ServiceNow Cookbook
Copyright © 2017 Packt Publishing
All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, without the prior written permission of the publisher, except in the case of brief quotations embedded in critical articles or reviews.
Every effort has been made in the preparation of this book to ensure the accuracy of the information presented. However, the information contained in this book is sold without warranty, either express or implied. Neither the author, nor Packt Publishing, and its dealers and distributors will be held liable for any damages caused or alleged to be caused directly or indirectly by this book.
Packt Publishing has endeavored to provide trademark information about all of the companies and products mentioned in this book by the appropriate use of capitals. However, Packt Publishing cannot guarantee the accuracy of this information.
First published: February 2017
Production reference: 1240217
Published by Packt Publishing Ltd.
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ISBN 978-1-78588-052-0
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Credits
Author
Ashish Rudra Srivastava
Copy Editor
Safis Editing
Reviewer
Sukhwinder Wadhwa
Project Coordinator
Kinjal Bari
Commissioning Editor
Kartikey Pandey
Proofreader
Safis Editing
Acquisition Editor
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Indexer
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Content Development Editor
Mehvash Fatima
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About the Author
Ashish Rudra Srivastava is an ITIL and Service-Now Certified Professional who has assisted multiple global organizations in ITSM, CRM, BPM and Infrastructure Management implementations and solutions delivery. He holds a bachelor degree in Computer Science & Engineering and a dabbler at Artificial Intelligence, Big Data, Cloud & mobile application development, Enterprise architecture frameworks and ITSM applications. He works as a Service-Now consultant, developer and trainer and has trained numerous industry professionals in ITSM tools like Service Now, BMC Remedy and JIRA in administration, development and implementation areas. He is a strategic partner to clients in Insurance, Banking and Manufacturing domains.
His research interest lies in Artificial Intelligence based network security systems. He has propounded an innovative concept of PMA-Hardware utilising an indigenous framework called NFCL model. His research paper on this titled Hardware Based Total Secured Networks was published in IJFCC journal in 2012. http://www.ijfcc.org/papers/93-F0040.pdf.
You can find him on LinkedIn https://www.linkedin.com/in/ashishsrivastava03
I would like to express my gratitude to Lord Ganesha for giving me strength, my Father Rudra Pratap Srivastava and my mother Reeta Srivastava who have nurtured me into the person who I am today. My special thanks to Mehvash Fatima for editing and composing the book. Last but not least, my thanks to all those people I have been associated with whose names don’t find mention here but have contributed in shaping this.
About the Reviewer
Sukhwinder Wadhwa is currently working as a Senior Consultant - ServiceNow at Infosys Ltd. He has 8.5+ years of experience in IT Service Management Consulting, ITSM Tools Functional Consulting and Pre-sales. He has rich experience in Business Analysis, Solution Design, IT Service Delivery and Operations.
For his qualification, Sukhwinder has done B.Tech (IT) and MBA(IT) and is a ServiceNow Certified Administrator and ServiceNow Certified Implementation Specialist. In addition, he has certifications in, ITIL v3 foundation, CoBIT 4.1 and IBM Certified Solution Advisor - Cloud Computing Architecture V2.
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Preface
The genesis of this book owes to the fact that several students who attended my training programs in the last few years have been struggling with ITSM implementations or application support upon their initial assignments. They keep on texting and calling me to seek guidance and often solutions to roadblock which though unforeseen yet are very natural to any project. This paved way for the thinking that a concise yet comprehensive literature dealing with the practical and real life problems during implantation is needed. This book is my humble attempt to the goal. It provides step by step approach to ITSM implementation or resolving development or support using Service-Now, common pitfalls, impediments and errors and their possible solutions. Apart from the general framework for a Service-Now implementation to facilitate a robust design, it also provides general guidelines for planning implementation in such a way as to avoid most of the situations which may result in a not-so-clean design later on.
This book provides insights into the various stages from planning through implementation and maintenance with specific focus on what to expect at individual stages and how to be prepared or counter the common as well as rarely occurring pitfalls that arise from time to time by following best practices recommended by Service-Now.
What this book covers
Chapter 1, Getting Started with Service-Now, covers Service-Now basic modules and is focused on individuals who have never been associated with any ITSM applications and want to shift their career path in ITSM/Service-Now application.
Chapter 2, Performing Core Configuration and Management Tasks, deals with common issues, administration, database, contract configuration and other topics useful for deployments. It is focused on professionals who are working on ITSM applications or Service-Now already and want to enhance knowledge of Service-Now platform administration.
Chapter 3, Building Data-Driven Application, deals with development, enhancement and maintenance of new and existing custom applications. This includes server side, client side and web service side scripting with specific focus on best practices. On many occasions professionals struggle deciding the structure of the application. This chapter provides a general guideline for that.
Chapter 4, Configuring Alerts and Notification, deals with development and configuration of inbound and outbound alerts and notifications, dynamic and static content and watermarking.
Chapter 5, Building and Configuring Reports, explains how to develop and deploy reports for specific support group or team and developing relevant dashboards.
Chapter 6, Creating and Configuring Workflow Activities, this chapter covers development and configuration of application workflow activities, triggers, approval groups and usage of components like timer, switch and so on. This chapter is important for the entire audience of this book as this part is the heart and soul of Service-Now.
Chapter 7, Auditing and Diagnosing Service-Now, focus of this chapter hovers upon the troubleshooting capability in Service-Now. It deals with auditing, debugging and version control.
What you need for this book
Service-Now is cloud hosted enterprise level application so you require standard browser (Internet Explorer/Firefox/Safari/Google Chrome) only to access it. Apart of your organization Service-Now instance, you can claim your personal Service-Now instance by registering on at this link https://developer.servicenow.com.
Who this book is for
This book targets IT professionals and administrators who have some experience of working with ITSM or Service-Now already and are looking to solve regular or unique problems that surface when using Service-Now. It’s advisable to have a basic level of administration experience with Service-Now. Familiarity with JavaScript is assumed.
Sections
In this book, you will find several headings that appear frequently (Getting ready, How to do it, How it works, There's more, and See also).
To give clear instructions on how to complete a recipe, we use these sections as follows:
Getting ready
This section tells you what to expect in the recipe, and describes how to set up any software or any preliminary settings required for the recipe.
How to do it…
This section contains the steps required to follow the recipe.
How it works…
This section usually consists of a detailed explanation of what happened in the previous section.
There's more…
This section consists of additional information about the recipe in order to make the reader more knowledgeable about the recipe.
See also
This section provides helpful links to other useful information for the recipe.
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Questions
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Chapter 1. Getting Started with Service-Now
Service-Now, probably is the most spoken IT Operation / IT Service Management application/tool these days. So what exactly is Service-Now and what does it does? Service-Now is the cloud-based enterprise application which offers everything-as-a-service, Service-Now has large portfolio of services including platform as service, finance, marketing, field operation and so on. Service-Now holds vital position in the market of IT service management, IT operations management and IT business management applications. If anyone asks me what it is, then I always say that it may be an application/tool which might address most of your IT operational issues. If we go the little further on application level then we can say that Service-Now application is the collection of many small applications which are committed to different processes. Service-Now does provide the capability to application developers to develop a desired application in less time as well, which makes it more powerful and preferred to the customers. Many IT and non IT companies are moving from their legacy service management suites / help desk tools to the cloud-based Service-Now. So, the question that arises is, why is Service-Now attracting many IT and non IT customers? To answer this question, we should go to the ground zero of Service-Now, which will help to understand Service-Now from delivering business values. I will start with the ground zero of Service-Now and will gradually move toward the top with some very interesting recipes.
In this chapter, we will cover the following recipes:
Introduction
Many customers from different industries such as banking, insurance, manufacturing, oil, and gas are using Service-Now software, but please keep in mind that every practice or customer may have its own unique operational environment. So now let's begin the Service-Now journey! You know by now that Service-Now is a service management suite but if you are thinking that it is the only one in the service management applications market then you are not correct. Names that come to my mind when I think about the other service management tools include: BMC Remedy, HP Service Manager, and VMWARE Service Manager.
Service-Now is based on the Information Technology Infrastructure Library (ITIL) framework, which is an integrated, process based, best practice framework for managing IT services. The recipes in this chapter will give you a detailed overview of the Service-Now modules and the ITIL v3.0 framework, and we will also see how Service-Now is leveraging the ITIL framework.
Service-Now prerequisites
To start with Service-Now, you should have a basic understanding of Java scripting and SQL. Please keep in mind that as an admin or developer you are not allowed to access the database layer or application code layer but Service-Now provides its own classes, functions, and methods for development and other work. In addition, if we talk about the supporting technology behind this application, then Service-Now is Java-based and uses Oracle, MySQL, and SQL server databases and as a web server, Tomcat is being used.
Service-Now and the ITIL framework
Service-Now is an IT service management tool and it follows the ITIL v3.0 framework but, now Service-Now is currently expanding its footprint into many other portfolios as well, such as legal management, marketing management, and cost management and so on.
How it works...
The ITIL v3.0 framework has five phases, but Service-Now has supporting modules or applications for the following ITIL phases only:
The following phases are not supported by Service-Now:
ITIL v3.0 Framework - Reference: https://en.wikipedia.org/wiki/ITIL
ITIL v3.0 Framework
See also
To read more about the ITIL framework please follow:
Understanding Service-Now procurement
Service-Now is a cloud-based tool. The entire application infrastructure is maintained by Service-Now and many customers prefer to be in the Service-Now environment because of the cost constraint, but if a customer's security standards are very high, then Service-Now also gives an option to the client to opt for hosting Service-Now in their own environment. In addition, Service-Now provides the VPN connection option from Service-Now to the customer network. After processing the sales orders, Service-Now provides three environments (one production and two non-production). If any customer wants more than three environments, such as, for example, a training instance for training new end users, then the customer can ask Service-Now to provide an extra instance, but the customer may need to pay extra to Service-Now.
