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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

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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

Styling the CMS

While this book will focus primarily on current-generation technology, we would be remiss to completely leave out the CMS. The Service Portal is only available for post-Geneva ServiceNow instances. For Geneva instances and the versions prior, ServiceNow uses the Content Management System (CMS) for users without ITIL/fulfiller roles to submit tickets through the system. CMS will continue to be supported through Istanbul, but support may be discontinued in later versions.

The CMS and Service Portal are very similar, in that they are both meant to facilitate something of a "front-end" for business users to submit service requests, log Incidents, and get some basic information about their tickets. They differ though, in that the service portal is based on Angular (a library based on JavaScript, for building powerful web-apps), whereas the CMS is based on Jelly (a little-known multi-phase executable XML language, developed by Apache).

The Service Portal also provides a simple...