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ServiceNow Cookbook
ServiceNow Cookbook

ServiceNow Cookbook: Acquire key capabilities for the ServiceNow platform

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Profile Icon Ashish Rudra Srivastava Profile Icon Turner
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€18.99 per month
Full star icon Full star icon Full star icon Half star icon Empty star icon 3.7 (3 Ratings)
Paperback Feb 2017 376 pages 1st Edition
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€26.98 €29.99
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Arrow left icon
Profile Icon Ashish Rudra Srivastava Profile Icon Turner
Arrow right icon
€18.99 per month
Full star icon Full star icon Full star icon Half star icon Empty star icon 3.7 (3 Ratings)
Paperback Feb 2017 376 pages 1st Edition
eBook
€26.98 €29.99
Paperback
€36.99
Subscription
Free Trial
Renews at €18.99p/m
eBook
€26.98 €29.99
Paperback
€36.99
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ServiceNow Cookbook

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:

  • Service-Now prerequisite
  • Service-Now and ITIL framework
  • Understanding Service-Now procurement
  • Understanding Service-Now roles and licensing
  • Understanding Service-Now setup
  • Accessing Service-Now application
  • Microsoft Active Directory authentication
  • Logging in to the Service-Now application portal or end user view
  • Creating service requests from the Service-Now portal
  • Understanding the Service-Now IT view
  • Understanding Service-Now self-service application
  • Understanding Service-Now service desk application
  • Understand Unique record identifier
  • Using the incident management application
  • How to use create related lists of applications
  • Using the problem management application
  • Using the change management application
  • Creating the change / problem task from incident task

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:

  • Service design
  • Service transition
  • Service operation

The following phases are not supported by Service-Now:

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.

Understanding Service-Now roles and licensing

Each and every company has its own license model, or to put it a better way, a method whereby a company will charge customers for using its products or services. There are various types of licenses available in the market, such as, for example, named user licenses, volume licenses, and client access licenses. Service-Now, has a role-based license model. For instance, if in your company 1,000 employees are working, then all employees will have access to Service-Now as an end user, which means they are allowed to raise requests or incidents on Service-Now, but for handling all those service tickets there are one 100 IT employees and all have Service-Now ITIL role access: According to for the Service-Now licensing model, your company would need to pay for 100 licenses only.

In an IT operational environment, a requester may be referred to as an end user who can do any of these tasks:

  • Create, view, or modify their own request
  • Search service catalog
  • Access knowledge base
  • Access public pages
  • Undertake surveys
  • Set own notification preferences
  • View assets assigned to a user
  • Initiate a chat session, or access and post to live feed.

In an IT operational environment, a fulfiller may be referred to as a support group member who can perform all the tasks of a requester, as well as the following tasks:

  • Create, delete, and modify any record
  • View, create, delete, and modify any report
  • Perform development and administrative activities, and approve requests routed to a user

In an IT operational environment, an approver is a manager, a lead, or a high-level management person who can perform all the tasks of requesters and can also approve or deny a routed record.

In my experience, many customers don't want to purchase an approver license for various reasons.

Approval by e-mail is counted as a license. In such special cases, you can deactivate the my approval module from the self-service application so that the module won't be visible to users and can create approval e-mails for all kinds of requests with the help of e-mail templates.

There's more…

As a Service-Now application administrator, you should be always careful before giving role to any user as there may be some approvals are required from higher management. This is why it's very important to know the roles in Service-Now.

Note

In my experience, many customers don't want to purchase an approver licenses due to for various reasons. Usually Approval by e-mail is not counted as license but clients contracts varies as well. In such special cases, you can deactivate the My Approval module from Self-Service Application so that the module won't be visible for users and can create approval e-mails for all kinds of requests with the help of Email Templates module.

Understanding the Service-Now setup

Service-Now is a cloud-based application; that's why your client is not required to set up any infrastructure to support Service-Now in their environment. By reading the Understanding Service-Now procurement recipe, you should know that Service-Now provides three environments (one production and two non-production). As a setup, these environments are called instances and may be classified as development, testing, and production. Consider the following examples of Service-Now instances or web addresses:

  • packtprod.service-now.com
  • packtdev.service-now.com
  • packtest.service-now.com

If the customer is Amazon and has requested more than three instances from Service-Now, then the web addresses may look similar to the following:

  • amazon.service-now.com
  • amazondev.service-now.com
  • amazonqa.service-now.com
  • amazondev2.service-now.com

Each Service-Now instance has a unique, secured web address, but administrators are allowed to create a custom URL which can redirect to the original URL.

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Key benefits

  • Solve problems and challenges encountered while implementing or using ServiceNow in your organization
  • Helps you build core administration, management, and maintenance skills to automate and orchestrate your IT environment
  • Comes with recipes to improve the way you design and create automated workflows

Description

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.

Who is this book for?

This book targets IT professionals and administrators who have some experience of working with ServiceNow already and are looking to solve regular or unique problems that surface when using ServiceNow. It’s advisable to have a basic level of administration experience with ServiceNow. Familiarity with JavaScript is assumed.

What you will learn

  • Grasp the basics, such as entering and navigation, required to implement ServiceNow
  • Perform core configuration and management tasks
  • Use the ServiceNow plugins to manage development
  • Build and publish custom applications for service management
  • Design data-driven apps to connect with outside worlds by getting into Client and server scripting
  • Configure alerts and notifications and understand e-mail troubleshooting and watermarking
  • Build and configure reports to set up your dashboard as per the requirement
  • Create and configure workflow activities

Product Details

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Publication date, Length, Edition, Language, ISBN-13
Publication date : Feb 28, 2017
Length: 376 pages
Edition : 1st
Language : English
ISBN-13 : 9781785880520
Vendor :
ServiceNow
Tools :

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Product Details

Publication date : Feb 28, 2017
Length: 376 pages
Edition : 1st
Language : English
ISBN-13 : 9781785880520
Vendor :
ServiceNow
Tools :

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Table of Contents

7 Chapters
1. Getting Started with Service-Now Chevron down icon Chevron up icon
2. Performing Core Configuration and Management Tasks Chevron down icon Chevron up icon
3. Building Data-Driven Application Chevron down icon Chevron up icon
4. Configuring Alerts and Notifications Chevron down icon Chevron up icon
5. Building and Configuring Reports Chevron down icon Chevron up icon
6. Creating and Configuring Workflow Activities Chevron down icon Chevron up icon
7. Auditing and Diagnosing Service-Now Chevron down icon Chevron up icon

Customer reviews

Rating distribution
Full star icon Full star icon Full star icon Half star icon Empty star icon 3.7
(3 Ratings)
5 star 0%
4 star 66.7%
3 star 33.3%
2 star 0%
1 star 0%
Amazon Customer Mar 28, 2017
Full star icon Full star icon Full star icon Full star icon Empty star icon 4
Best for them who want to switch to the Service-Now and don't know how to start so this book can answer most of them. It has a nice balance of theory and examples which you will able to easily understand.
Amazon Verified review Amazon
V.A. Murphy Aug 29, 2017
Full star icon Full star icon Full star icon Full star icon Empty star icon 4
Useful to understand the ServiceNow platform and prepare for basic development.
Amazon Verified review Amazon
Manish Upadhyay Oct 15, 2017
Full star icon Full star icon Full star icon Empty star icon Empty star icon 3
For topicwise need to includes GlideAjax and GlideRecord also.Need some defitions also
Amazon Verified review Amazon
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