Packt+ | Advance your knowledge in tech

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

Configuration and customization

ServiceNow provides a great deal of functionality. However, the platform is also designed to be adaptable to specific requirements that are not available out of the box. The platform and any ServiceNow apps can be configured or customized to make them work as desired.

But there is always a tension when building new functionality: can I make it it secure? Will it be fast? Can I maintain it easily? Will platform upgrades be straightforward? As discussed in the previous section, ServiceNow has designed scoped applications to help as much as possible, and if you build in an application, the risk of your app doing something 'bad' is low.

But what happens when you build in the global scope? Unlike some other software, it is difficult to define the difference between configuration and customization. It is generally accepted that the former is less at risk of you regretting it later, and the latter is something you should only do if you have to.