ServiceNow: Building Powerful Workflows by Martin Wood

Key FeaturesLeverage ServiceNows capabilities to achieve improved service management and excellent results in your IT operations by following step-by-step, practical instructionsBuild core administration, management, and maintenance skills with IT service management and IT operations managementImprove your workflow efficiency by designing and creating responsive and automated workflowsBook DescriptionServiceNow 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. Well then focus on using web services and other mechanisms to integrate ServiceNow with other systems.Further on, youll 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 ServiceNowServiceNow CookbookMastering ServiceNow, Second EditionWhat you will learnAcquire and configure your own free personal developer instance of ServiceNowRead (and write!) clear, effective requirements for ServiceNow developmentAvoid common pitfalls and missteps that could seriously impact future progress and upgradeabilityUse the ServiceNow plugins to manage developmentBuild and publish custom applications for service managementWrite efficient and effective client-side JavaScriptFind out how to authenticate and secure Web ServicesIntegrate and exchange data with people and systemsCreate and secure your systems with proper access controlAbout the AuthorTim Woodruff has spent his entire adult life working in IT systems and development, with over a decade of experience in both. Hes worked for a wide variety of companies in many industries, each with their own unique processes, systems, and needs. When Tim was introduced to ServiceNow in 2010, IT Service Management suddenly seemed not simple, but at least simpler.Tim now runs a start-up ServiceNow development and architecture consulting company, and writes custom ServiceNow apps, which he licenses or gives away for free through his companys website.When hes not working, Tim can be found exploring abandoned nuclear power plants and other forgotten landscapes, researching obscure and arcane programming trivia, studying physics, and flying his drone with his wife (Kim) and their Beagle (Seven of Nine).Ashish Rudra Srivastava is an ITIL and Service-Now Certified Professional who has assisted multiple global organizations in ITSM, CRM, BPM, and Infrastructure Management implementations and solutions delivery. He holds a bachelors degree in Computer Science and Engineering and is a dabbler in Artificial Intelligence, big data, cloud and mobile application development, Enterprise architecture frameworks, and ITSM applications.He works as a Service-Now consultant, developer, and trainer and has trained numerous industry professionals in ITSM tools such as Service Now, BMC Remedy, and JIRA in administration, development, and implementation areas. He is a strategic partner to clients in the Insurance, Banking, and Manufacturing domains.His research interest lies in Artificial Intelligence based network security systems. He has propounded an innovative concept of PMA-Hardware utilising an indigenous framework called NFCL model. His research paper on this titled Hardware Based Total Secured Networks was published in IJFCC journal in 2012.I would like to express my gratitude to Lord Ganesha for giving me strength, my father Rudra Pratap Srivastava, and my mother Reeta Srivastava who have nurtured me into the person who I am today. My special thanks to Mehvash Fatima for editing and composing the book. Last but not least, my thanks to all those people I have been associated with whose names dont find mention here but have contributed in shaping this.Martin Wood has spent almost 10 years spreading the word about ServiceNow. He has been lucky enough to see the company and platform grow from the very start, beginning as one of the earliest customers in 2008, when he built one of the first custom applications. He enjoyed the experience so much that he joined the company in 2009. There onwards, he worked with a variety of clients, from blue-chip enterprises to SMEs, helping them harness the power that the platform brings.More recently, he has taken that experience and used it to shape the latest services and products that ServiceNow creates. Martin has always been passionate about helping people make informed decisions, whether that is at the ServiceNow user conference, or over a pint in a pub.Martin lives in the beautiful Berkshire countryside in the UK with his wife Sarah. They both love exploring the world and enjoying good food—and great wine!Table of ContentsThe InterfaceLists and FormsUI CustomizationUnderstanding Data and RelationshipsTasks and WorkflowsUI and Data PoliciesUser Administration and SecurityIntroduction to ScriptingThe Server-side Glide APIThe Client-side Glide APIServer-side ScriptingClient-side ScriptingDebuggingPro TipsGetting Started with Service-NowPerforming Core Configuration and Management TasksBuilding Data-Driven ApplicationConfiguring Alerts and NotificationsBuilding and Configuring ReportsCreating and Configuring Workflow ActivitiesAuditing and Diagnosing Service-NowServiceNow FoundationsDeveloping Custom ApplicationsServer-Side ControlClient-Side InteractionGetting Things Done with TasksEvents, Notifications, and ReportingExchanging Data – Import Sets, Web Services, and other IntegrationsSecuring Applications and DataDiagnosing ServiceNow – Knowing What Is Going OnPackaging with Applications, Update Sets, and UpgradesMaking ServiceNow Beautiful with Service Portal and Custom InterfacesBibliography