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ServiceNow Cookbook

Book Description

Over 50 practical and immediately applicable recipes to help you manage services in your enterprise environment efficiently

About This Book

  • 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

Who This Book Is 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

In Detail

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.

Style and approach

This book follows a recipe-based problem-solution approach to address and dispel challenges faced when implementing and using ServiceNow on a regular basis.

It will act as a quick solution when trying to solve specific problems without having to read an exhaustive tutorial.

Downloading the example code for this book. You can download the example code files for all Packt books you have purchased from your account at http://www.PacktPub.com. If you purchased this book elsewhere, you can visit http://www.PacktPub.com/support and register to have the code file.

Table of Contents

  1. ServiceNow Cookbook
    1. ServiceNow Cookbook
    2. Credits
    3. About the Author
    4. About the Reviewer
    5. www.PacktPub.com
      1. Why subscribe?
    6. Customer Feedback
    7. Preface
      1. What this book covers
      2. What you need for this book
      3. Who this book is for
      4. Sections
        1. Getting ready
        2. How to do it…
        3. How it works…
        4. There's more…
        5. See also
      5. Conventions
      6. Reader feedback
      7. Customer support
        1. Downloading the example code
        2. Downloading the color images of this book
        3. Errata
        4. Piracy
        5. Questions
    8. 1. Getting Started with Service-Now
      1. Introduction
      2. Service-Now prerequisites
      3. Service-Now and the ITIL framework
        1. How it works...
        2. See also
      4. Understanding Service-Now procurement
      5. Understanding Service-Now roles and licensing
        1. There's more…
      6. Understanding the Service-Now setup
      7. Accessing the Service-Now application
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more…
        5. See also
      8. Microsoft Active Directory authentication
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more...
      9. Logging in to the Service-Now application portal or end user view
        1. Getting ready
        2. How to do it...
        3. There's more…
        4. See also
      10. Creating service requests from the Service-Now portal
        1. Getting ready
        2. How to do it...
        3. There's more…
      11. Understanding the Service-Now IT view
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more…
        5. See also
      12. Understanding Service-Now's self-service application
        1. Getting ready
        2. How to do it...
        3. See also
      13. Understanding Service-Now's service desk application
        1. Getting ready
        2. How to do it...
      14. Understand unique record identifier
        1. Getting ready
        2. How to do it...
        3. There's more…
        4. See also
      15. Using the incident management application
        1. Getting ready
        2. How to do it…
        3. How it works…
        4. There's more…
        5. See also
      16. Using the related lists of applications
        1. Getting ready
        2. How to do it...
        3. See also
      17. Using the problem management application
        1. Getting ready
        2. How to do it...
        3. How it works...
        4. There's more…
      18. Using the change management application
        1. Getting ready
        2. How to do it...
        3. There's more…
        4. See also
      19. Creating the change/problem task from the incident task
        1. Getting ready
        2. How to do it...
    9. 2. Performing Core Configuration and Management Tasks
      1. Introduction
      2. Setting up basic configuration
        1. Getting ready
        2. How to do it...
      3. Understanding LDAP servers
        1. Getting ready
        2. How to do it...
      4. Understanding user administration
        1. Getting ready
        2. How to do it...
      5. Understanding group administration
        1. Getting ready
        2. How to do it...
      6. Using service-now plugins
        1. Getting ready
        2. How to do it...
      7. Configuring the Service-Now form
        1. Getting ready
        2. How to do it...
        3. There's more…
        4. See also
      8. Configuring UI policies on Service-Now forms
        1. Getting ready
        2. How to do it...
      9. Configuring UI actions on forms
        1. Getting ready
        2. How to do it...
      10. Understanding deployments or update sets
        1. Getting ready
        2. How to do it...
        3. There's more…
        4. See also
      11. Getting into CMDB
        1. Getting ready
        2. How to do it...
        3. There's more…
        4. See also
      12. Setting up an SLA/OLA/underpinning contract
        1. Getting ready
        2. How to do it...
        3. See also
      13. Setting up system rules
        1. Getting ready
        2. How to do it...
        3. There's more…
      14. Understanding the system dictionary
        1. Getting ready
        2. How to do it...
      15. Understanding the Service-Now tables schema
        1. Getting ready
        2. How to do it...
      16. Getting into system security
        1. Getting ready
        2. How to do it...
        3. There's more…
    10. 3. Building Data-Driven Application
      1. Introduction
      2. Starting a new application
        1. Getting ready
        2. How to do it…
      3. Getting into new modules
        1. Getting ready
        2. How to do it…
      4. Getting into the client script
        1. Getting ready
        2. How to do it…
      5. Getting into the server-side script
        1. Getting ready
        2. How to do it…
      6. Understanding the team development plugin
        1. Getting ready
        2. How to do it…
      7. Understand web services
        1. Getting ready 
        2. How to do it... 
        3. See also
      8. Understanding development best practice
        1. Getting ready
        2. How to do it...
    11. 4. Configuring Alerts and Notifications
      1. Introduction
      2. Understanding the Service-Now system mailbox
        1. Getting ready
        2. How to do it…
      3. Creating a new e-mail notification
        1. Getting ready
        2. How to do it…
      4. Creating an e-mail template
        1. Getting ready
        2. How to do it…
      5. Creating an e-mail notification script
        1. Getting ready
        2. How to do it…
      6. Setting up an inbound e-mail action
        1. Getting ready
        2. How to do it…
      7. Inbound e-mail action - new
        1. Getting ready
        2. How to do it…
      8. Inbound e-mail action - forward
        1. Getting ready
        2. How to do it…
      9. Inbound e-mail action - reply
        1. Getting ready
        2. How to do it…
        3. There's more...
      10. E-mail Notification by event registry
        1. Getting ready
        2. How to do it…
      11. E-mail notification troubleshooting
        1. Getting ready
        2. How to do it…
    12. 5. Building and Configuring Reports
      1. Introduction
      2. Viewing and running reports
        1. Getting ready
        2. How to do it...
      3. Creating new reports
        1. Getting ready
        2. How to do it...
      4. Scheduling reports
        1. Getting ready
        2. How to do it...
        3. There's more…
      5. Sending multiple reports in one e-mail
        1. Getting ready
        2. How to do it...
      6. Creating a table-specific report module
        1. Getting ready
        2. How to do it...
      7. Creating a dashboard
        1. Getting ready
        2. How to do it...
      8. Including the date in a report's e-mail notification
        1. Getting ready
        2. How to do it...
      9. Working with the report's header and footer template
        1. Getting ready
        2. How to do it...
      10. Working with the report sources
        1. Getting ready
        2. How to do it...
      11. Working with the report range
        1. Getting ready
        2. How to do it...
      12. Creating a database view
        1. Getting ready
        2. How to do it...
    13. 6. Creating and Configuring Workflow Activities
      1. Introduction
      2. Understanding the Service-Now workflow
        1. Getting ready
        2. How to do it...
      3. Attaching a workflow with the service catalog
        1. Getting ready
        2. How to do it...
      4. Attaching workflows with current/new modules
        1. Getting ready
        2. How to do it...
        3. There's more…
      5. Workflow troubleshooting
        1. Getting ready
        2. How to do it...
      6. Setting up an approval activity
        1. Getting ready
        2. How to do it...
      7. Working with condition activities
        1. Getting ready
        2. How to do it...
      8. Working with task activities
        1. Getting ready
        2. How to do it...
      9. Working with workflow utilities
        1. Getting ready
        2. How to do it...
      10. Setting up e-mail notifications from workflows
        1. Getting ready
        2. How to do it...
      11. How to configure a timer in workflows
        1. Getting ready
        2. How to do it...
      12. Understanding the approval engine
        1. Getting ready
        2. How to do it...
    14. 7. Auditing and Diagnosing Service-Now
      1. Understanding auditing in Service-Now
        1. Getting ready
        2. How to do it...
      2. Working with auditing tables
        1. Getting ready
        2. How to do it...
        3. There's more…
        4. See also
      3. Understanding Service-Now upgrades
        1. Getting ready
        2. How to do it...
      4. Working with system logs
        1. Getting ready
        2. How to do it...
        3. There's more…
        4. See also
      5. System diagnostics
        1. Getting ready
        2. How to do it...
      6. Working with background scripts
        1. Getting ready
        2. How to do it...
      7. Working with Field Watcher
        1. Getting ready
        2. How to do it...
      8. Working with JavaScript logs
        1. Getting ready
        2. How to do it...