Learning ServiceNow Second Edition

▶Book Description
This book is an updated version of Learning ServiceNow, that will cover the new and updated features of the ServiceNow platform. It will show you how to put important ServiceNow features to work in the real world, while introducing key concepts via examples of managing and automating IT services. It'll help you build a solid foundation of knowledge, and will demonstrate how to effectively implement and configure modules within ServiceNow. We'll show you how to configure and administer your instance, and then move on to building strong user interfaces and creating powerful workflows.

We also cover other key elements of ServiceNow, such as notifications, security, reporting, and custom development. You will learn how to improve and automate your business' workflow and processes. By the end of this book, you will be able to successfully configure and manage ServiceNow like a pro.

▶What You Will Learn
⦁ Read and write clear, effective code for the ServiceNow platform
⦁ Identify and avoid common pitfalls and missteps that could seriously impact future progress and upgradeability
⦁ Use debugging tools to troubleshoot when things go wrong
⦁ Discover tips and tricks from top ServiceNow developers, architects, and administrators. Find out what the pros wish they knew when they were starting out

▶Key Features
⦁ Learn to leverage ServiceNow’s capabilities for improved IT automation by following step-by-step, practical instructions
⦁ Build core administration, development, and maintenance skills with IT service management in ServiceNow
⦁ Improve your workflow efficiency by designing and creating responsive and automated workflows, business logic, and front-end automation

▶Who This Book Is For
This book is for IT professionals and administrators who are planning to or are already trying to implement ServiceNow in their organization for Enterprise IT service management tasks.

Some familiarity with web technologies (JavaScript) would be helpful. Prior ServiceNow experience is not necessary.

▶What this book covers
⦁ Chapter 1, The Interface, learn about the different interfaces of ServiceNow (including UI15 and UI16), and pick up pro tips on how to fly around the interface like a seasoned pro.

⦁ Chapter 2, Lists and Forms, see the differences between the new and old style of lists (both of which are present in ServiceNow), and learn how to customize them as well as the form view and related lists.

⦁ Chapter 3, UI Customization, customize your ServiceNow instance's user interface, using themes, System Properties, UI Properties, and custom CSS.

⦁ Chapter 4, Understanding Data and Relationships, understand table inheritance, and the different types of relationships that go into the underlying ServiceNow relational database structure; including one-to-one, one-to-many, and many-to-many relationships.

⦁ Chapter 5, Tasks and Workflows, expanding on the data relationship concepts we learned in the previous chapter, this chapter teaches specifically about Tasks in ServiceNow, and best practices surrounding their use. Herein, we also learn about workflows - closely tied with the Task table - and how to leverage them effectively.

⦁ Chapter 6, UI and Data Policies, learn about UI Policies, Data Policies, and best practice guidelines surrounding them. Pick up "Pro Tips" from industry experts, and learn how to debug potential issues.

⦁ Chapter 7, User Administration and Security, ServiceNow's security and access rights are determined by Access Control Lists (ACLs) also known as Security Rules. Learn to utilize these rules to define permissions for your users in your instance.

⦁ Chapter 8, Introduction to Scripting, scripting in ServiceNow has its own quirks and best practices. In this chapter, learn how (and when) to use custom scripted functionality.

⦁ Chapter 9, The Server-Side Glide API, learn about the server-side ServiceNow API, also known as the Glide API, built on top of Mozilla Rhino: a Java-based implementation of JavaScript.

⦁ Chapter 10, The Client-Side Glide API, see real-world examples while learning about the client-side Glide API, including how to avoid the major performance pitfalls using AJAX and asynchronous scripting.

⦁ Chapter 11, Server-Side Scripting, now that you understand the server-side Glide API, learn about scripting best practices, how and when to use server-side scripts, and what types of scripts are available.

⦁ Chapter 12, Client-Side Scripting, learn all about client-side script types and best practices, including how to access server-side data and functionality asynchronously, while preserving client-side performance.

⦁ Chapter 13, Service Portal Scripting, learn how to write and interact with scripts in the Service Portal, including some of the pitfalls to avoid in Service Portal code.

⦁ Chapter 14, Debugging, now that you know enough to be dangerous, this chapter teaches you how to debug your scripts to make sure they'll run without error, and handle potential issues as, or even before, they arise.

⦁ Chapter 15, Pro Tips, get tips and advice on how to avoid common pitfalls. Learn advanced tips, and what industry pros wish they'd known when they were first starting out as ServiceNow administrators and developers.