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.
Table of contents
-
ServiceNow Cookbook
- ServiceNow Cookbook
- Credits
- About the Author
- About the Reviewer
- www.PacktPub.com
- Customer Feedback
- Preface
-
1. 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
-
2. 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
- 3. Building Data-Driven Application
-
4. 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
-
5. 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
-
6. 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
- 7. Auditing and Diagnosing Service-Now
Product information
- Title: ServiceNow Cookbook
- Author(s):
- Release date: February 2017
- Publisher(s): Packt Publishing
- ISBN: 9781785880520
You might also like
book
GitOps Cookbook
Why are so many companies adopting GitOps for their DevOps and cloud native strategy? This reliable …
book
AWS Cookbook
This practical guide provides over 70 self-contained recipes to help you creatively solve common AWS challenges …
book
Terraform Cookbook
Discover how to manage and scale your infrastructure using Infrastructure as Code (IaC) with Terraform Key …
book
Learning ServiceNow
IT Service management at your fingertips About This Book Leverage ServiceNow’s capabilities to achieve improved service …
