Book description
Master the management of IT Service using full potential of ServiceNow.
About This Book
- Leverage ServiceNow's capabilities to achieve improved service management and excellent results in your IT operations by following step-by-step, practical instructions
- Build core administration, management, and maintenance skills with IT service management and IT operations management
- Improve your workflow efficiency by designing and creating responsive and automated workflows
Who This Book Is For
This course is for IT professionals, ServiceNow administrators, and developers who would like to gain greater control of ServiceNow and its architecture to design and create automated workflows. You should be familiar with JavaScript and basic computing technologies, but you can be new to ServiceNow.
What You Will Learn
- Acquire and configure your own free personal developer instance of ServiceNow
- Read (and write!) clear, effective requirements for ServiceNow development
- Avoid common pitfalls and missteps that could seriously impact future progress and upgradeability
- Use the ServiceNow plugins to manage development
- Build and publish custom applications for service management
- Write efficient and effective client-side JavaScript
- Find out how to authenticate and secure Web Services
- Integrate and exchange data with people and systems
- Create and secure your systems with proper access control
In Detail
ServiceNow is a SaaS application that provides workflow form-based applications. It is an ideal platform for creating enterprise-level applications, giving requesters and fulfillers improved visibility and access to a process. ServiceNow-based applications often replace email by providing a better way to get work done.
This course will show you how to put important ServiceNow features to work in the real world. We will introduce key concepts and examples on managing and automating IT services, and help you build a solid foundation towards this new approach. You will then learn more about the power of tasks, events, and notifications. We'll then focus on using web services and other mechanisms to integrate ServiceNow with other systems.
Further on, you'll learn how to secure applications and data, and understand how ServiceNow performs logging and error reporting. At the end of this course, you will acquire immediately applicable skills to rectify everyday problems encountered on the ServiceNow platform.
The course provides you with highly practical content explaining ServiceNow from the following Packt books:
- Learning ServiceNow
- ServiceNow Cookbook
- Mastering ServiceNow, Second Edition
Style and approach
This pragmatic guide follows problem-solution based approach to help you configure the ServiceNow and eliminate the challenges faced when implementing and using ServiceNow. It enables you to configure and manage ServiceNow, and learn the fundamentals of the ServiceNow platform.
Table of contents
- Module 1
- The Interface
- Lists and Forms
- UI Customization
- Understanding Data and Relationships
- Tasks and Workflows
- UI and Data Policies
- User Administration and Security
-
Introduction to Scripting
- To script, or not to script?
- Client side versus server side APIs
-
Where scripting is supported
- Access controls-executes on: server
- Business rules-executes on: server
- Client scripts and catalog client scripts-executes on: client
- Condition builder (and the URL)-executes on: server
- Default value-executes on: server
- Script Includes-executes on: server
- UI actions-executes on: client and/or server
- UI policies and catalog UI policies-executes on: client
- UI scripts-runs on: client
- Workflow activities-executes on: server
- Integrated development environment
- Summary
-
The Server-side Glide API
- The structure of an API class
- Server-side APIs
-
GlideRecord
- Initialize
- addQuery()
- addNullQuery() and addNotNullQuery()
- canRead(), canWrite(), canCreate(), and canDelete()
- deleteRecord() and deleteMultiple()
- get()
- getDisplayValue()
- getValue() and getUniqueValue()
- hasNext()
- initialize() and insert()
- next()
- orderBy() and orderByDesc()
- query()
- setAbortAction()
- setLimit()
- setValue()
- setWorkflow()
- update() and updateMultiple()
- GlideElement
- GlideDateTime
- GlideSession
- GlideSystem
- GlideUser
- Client-side APIs
- GlideAjax
- GlideForm (g_form)
- Summary
- The Client-side Glide API
- Server-side Scripting
- Client-side Scripting
- Debugging
- Pro Tips
- Module 2
-
Getting Started with Service-Now
- Introduction
- Service-Now prerequisites
- Service-Now and the ITIL framework
- Understanding Service-Now procurement
- Understanding Service-Now roles and licensing
- Understanding the Service-Now setup
- Accessing the Service-Now application
- Microsoft Active Directory authentication
- Logging in to the Service-Now application portal or end user view
- Creating service requests from the Service-Now portal
- Understanding the Service-Now IT view
- Understanding Service-Now's self-service application
- Understanding Service-Now's service desk application
- Understand unique record identifier
- Using the incident management application
- Using the related lists of applications
- Using the problem management application
- Using the change management application
- Creating the change/problem task from the incident task
-
Performing Core Configuration and Management Tasks
- Introduction
- Setting up basic configuration
- Understanding LDAP servers
- Understanding user administration
- Understanding group administration
- Using service-now plugins
- Configuring the Service-Now form
- Configuring UI policies on Service-Now forms
- Configuring UI actions on forms
- Understanding deployments or update sets
- Getting into CMDB
- Setting up an SLA/OLA/underpinning contract
- Setting up system rules
- Understanding the system dictionary
- Understanding the Service-Now tables schema
- Getting into system security
- Building Data-Driven Application
-
Configuring Alerts and Notifications
- Introduction
- Understanding the Service-Now system mailbox
- Creating a new e-mail notification
- Creating an e-mail template
- Creating an e-mail notification script
- Setting up an inbound e-mail action
- Inbound e-mail action - new
- Inbound e-mail action - forward
- Inbound e-mail action - reply
- E-mail Notification by event registry
- E-mail notification troubleshooting
-
Building and Configuring Reports
- Introduction
- Viewing and running reports
- Creating new reports
- Scheduling reports
- Sending multiple reports in one e-mail
- Creating a table-specific report module
- Creating a dashboard
- Including the date in a report's e-mail notification
- Working with the report's header and footer template
- Working with the report sources
- Working with the report range
- Creating a database view
-
Creating and Configuring Workflow Activities
- Introduction
- Understanding the Service-Now workflow
- Attaching a workflow with the service catalog
- Attaching workflows with current/new modules
- Workflow troubleshooting
- Setting up an approval activity
- Working with condition activities
- Working with task activities
- Working with workflow utilities
- Setting up e-mail notifications from workflows
- How to configure a timer in workflows
- Understanding the approval engine
- Auditing and Diagnosing Service-Now
- Module 3
- ServiceNow Foundations
- Developing Custom Applications
-
Server-Side Control
- Deciding to write code
- Running background scripts
- Using GlideRecord (and its friends)
- Counting records with GlideAggregate
- Scripting in scoped apps
- Business rules
- Script Includes
- Enforcing data
- Scripting reference qualifiers
- Rhino - the JavaScript engine powering ServiceNow
- Summary
-
Client-Side Interaction
- Building a modern interface
- Choosing a UI Action
- Managing fields with UI Policy
- Running client-side scripts
- Manipulating forms with GlideForm
- Client-side scripting
- Efficiently transferring data to the client
- Controlling lists with Context Menus
- Customizing and extending the platform
- Taking control of the browser
- Summary
-
Getting Things Done with Tasks
- Introducing tasks
- Organizing groups and users
- Using additional comments and work notes
- Understanding the State field
- Drag-and-drop automation with Graphical Workflows
- Approving tasks
- Using the Service Catalog
- Understanding Request Fulfilment
- Service Level Management
- Summary
-
Events, Notifications, and Reporting
- Dealing with events
- Scheduling jobs
- Sending e-mail notifications
- Delivering an e-mail
- Receiving e-mails
- Recording metrics
- Flattening data with Database Views
- Reporting
- Building homepages
- Summary
-
Exchanging Data – Import Sets, Web Services, and other Integrations
- Beginning the web service journey
- Bringing it in using Import Sets
- Importing users and groups with LDAP
- Building web service Import Sets
- Connecting to web services
- Building custom interfaces
- Working inside the data center - introducing the MID server
- Authenticating and securing web services
- Designing integrations
- Summary
-
Securing Applications and Data
- Understanding roles
- Protecting data with contextual security rules
- Building security rules
- Using Scoped Administration
- Encrypting data
- Introducing Domain Separation
- Authenticating users
- Securing web services
- Summary
-
Diagnosing ServiceNow – Knowing What Is Going On
- Building a methodology
- Looking at the system log
- Using the debugging tools
- Enabling the JavaScript client side log
- Tracking each page request
- Going through other logs
- Finding slow database transactions
- Dealing with other performance issues
- Auditing and versioning
- Optimizing hardware resources
- Accessing the system internals
- Summary
- Packaging with Applications, Update Sets, and Upgrades
-
Making ServiceNow Beautiful with Service Portal and Custom Interfaces
- Making it self – service
- Starting with Service Portal
- Digging into Jelly
- Using Angular and Jelly
- Including Jelly in the standard interface
- Summary
- Bibliography
Product information
- Title: ServiceNow: Building Powerful Workflows
- Author(s):
- Release date: August 2017
- Publisher(s): Packt Publishing
- ISBN: 9781788628730
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