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ServiceNow: Building Powerful Workflows

You're reading from ServiceNow: Building Powerful Workflows Automating IT Service Management

Product type Course

Published in Aug 2017

Publisher Packt

ISBN-13 9781788628730

Length 1330 pages

Edition 1st Edition

Languages

JavaScript

Tools

ServiceNow

Concepts

IT Service Management

Authors (3):

Tim Woodruff

Martin Wood

Ashish Rudra Srivastava

View More author details

Table of Contents (39) Chapters

Title Page

Credits

Preface

1. Module 1 FREE CHAPTER

Learning ServiceNow

2. The Interface

3. Lists and Forms

4. UI Customization

5. Understanding Data and Relationships

6. Tasks and Workflows

7. UI and Data Policies

8. User Administration and Security

9. Introduction to Scripting

10. The Server-side Glide API

11. The Client-side Glide API

12. Server-side Scripting

13. Client-side Scripting

14. Debugging

15. Pro Tips

16. Module 2

ServiceNow Cookbook

17. Getting Started with Service-Now

18. Performing Core Configuration and Management Tasks

19. Building Data-Driven Application

20. Configuring Alerts and Notifications

21. Building and Configuring Reports

22. Creating and Configuring Workflow Activities

23. Auditing and Diagnosing Service-Now

24. Module 3

Mastering ServiceNow

25. ServiceNow Foundations

26. Developing Custom Applications

27. Server-Side Control

28. Client-Side Interaction

29. Getting Things Done with Tasks

30. Events, Notifications, and Reporting

31. Exchanging Data – Import Sets, Web Services, and other Integrations

32. Securing Applications and Data

33. Diagnosing ServiceNow – Knowing What Is Going On

34. Packaging with Applications, Update Sets, and Upgrades

35. Making ServiceNow Beautiful with Service Portal and Custom Interfaces

36. Bibliography

Introduction

Communication and notification are two essential pillars of the IT service management application. Therefore, Service-Now has an inbuilt functionality to send or receive e-mails from mailboxes or user accounts like other enterprise applications. To send an e-mail notification from a Service-Now instance, you will have to configure the e-mail notification to trigger end users. In many cases, customers ask for a functionality to log a ticket via e-mail, but you should not worry as Service-Now provides this functionality out of the box.

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Authors (3)

Ashish Rudra Srivastava

Ashish Rudra Srivastava

Ashish Rudra Srivastava is an ITIL and ServiceNow Certified Professional who has assisted multiple global organizations in ITSM, CRM, BPM, and Infrastructure management implementations and solution delivery. He works as a ServiceNow consultant, developer, and trainer and has trained numerous industry professionals in ITSM tools such as ServiceNow, BMC Remedy, and JIRA in the administration, development, and implementation arenas. He is a strategic partner to clients in the insurance and banking domains.

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Martin Wood

Martin Wood

Martin Wood has spent almost 10 years spreading the word about ServiceNow. He has been lucky enough to see the company and platform grow from the very start, beginning as one of the earliest customers in 2008, when he built one of the first custom applications. He enjoyed the experience so much that he joined the company in 2009. There onwards, he worked with a variety of clients, from blue-chip enterprises to SMEs, helping them harness the power that the platform brings. More recently, he has taken that experience and used it to shape the latest services and products that ServiceNow creates. Martin has always been passionate about helping people make informed decisions, whether that is at the ServiceNow user conference, or over a pint in a pub. Martin lives in the beautiful Berkshire countryside in the UK with his wife Sarah. They both love exploring the world and enjoying good foodand great wine!

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Tim Woodruff

Tim Woodruff

Tim Woodruff is a ServiceNow architect and developer who has spent his entire adult life working in IT systems and development, with over a decade of experience in both. Tim has written several books on ServiceNow, and runs a ServiceNow development blog called SN Pro Tips. Tim writes ServiceNow apps which he gives away through his development blog. When he's not working, Tim can be found researching obscure and arcane programming trivia and studying physics. You can fi nd Tim on Twitter at @TheTimWoodruff.

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