September 2017
Intermediate to advanced
408 pages
9h 25m
English
Content preview from ServiceNow Application Development
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Service Management applications
ServiceNow instance comes with many Service Management applications, which follow the ITIL v3 framework and allow you to manage processes such as incident management, change management, problem management, knowledge management along with configuration and assets management and service-level management.
These processes help in managing the life cycle of a ticket and are used in almost all IT service organizations. When you call your IT service desk and tell them that your Microsoft Outlook or some other software on your computer is not working properly, you are actually reporting an incident.
The Service Desk member (agent) will log an incident (ticket) on your behalf (IT customer) - provide you with an incident ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.