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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

Summary

This long chapter moved away from the foundations of ServiceNow and dealt with understanding how you can get work done in ServiceNow in more detail. The Task table is the basis of most applications-it provides the single place that all tickets are stored in. Over 60 fields have already been created, with logic built around them. This means reporting is much easier, consistency is improved, and implementation time is reduced.

The Graphical Workflow can control any table but is especially useful for Tasks. It provides a drag-and-drop interface, allowing you to chain activities together. It is integrated into the SLA system and is the best way to deal with approvals. Users and groups can be asked for their opinion, which the workflow can then use to decide the course of a task.

The Service Catalog presents a different interface to end users. Record Producers can collect information that then gets turned into a task or any other record.

Some Service Catalog items also make heavy use of...