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.
