ServiceNow Cookbook - Second Edition: Manage and automate your workflow for efficient IT service management

Over 60 practical and immediately applicable recipes to help you manage services in your enterprise environment efficiently

Key Features

• One-stop solutions to all the problems encountered while using ServiceNow
• Covers all the pillars of ServiceNow platform, that is, ITSM, ITOM, and so on
• Explore new and trending features such as ServiceNow cloud integration and end-to-end security

Book Description

ServiceNow is the ideal platform from which to create enterprise-level applications, giving both requesters and fulfillers better visibility and access to a process. With this book, 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 core configuration and management tasks, this book will help you build data-driven apps and also explores development best practices. You will learn to set up email notifications for users and work with the database view for reporting. Next, you will build/design data-driven apps where you will learn to implement the new Automated Testing framework. You will also be guided through creating various tasks from workflows and how to make the most of workflow utilities available in ServiceNow. Following this, you will learn about Service Portal (new with Helsinki) where you will learn how to configure the portal and how to perform integrations with different cloud platforms, along with tips and tricks on using the portal effectively. Finally, you will learn to use paid plugins such as Discovery, Orchestration, and Service Mapping.

By the end of this book, you will have acquired immediately applicable skills to rectify everyday problems encountered on the ServiceNow platform.

What you will learn

• Grasp the basics, such as entering and navigation, required to implement ServiceNow
• Use ServiceNow plugins to manage development
• Build and publish custom applications for service management
• Design data-driven apps to connect with the outside world by getting into client and server scripting
• Start using the Service Portal to easily create portals for end users
• Configure alerts and notifications and understand e-mail troubleshooting and watermarking
• Build and configure reports to set up your dashboard as per requirements

Who This Book Is For

If you are an IT professional or an administrator with some experience of working with ServiceNow already and are looking to solve regular or unique problems that surface when using ServiceNow, then this book is for you. It's advisable to have a basic level of administration experience with ServiceNow. Familiarity with JavaScript is assumed.

Table of Contents

1. Getting Started with ServiceNow
2. Performing Core Configuration and Management Tasks
3. Building and Designing Data-Driven Applications
4. Configuring Alerts and Notifications
5. Building and Configuring Reports
6. Creating and Configuring Workflow Activities
7. Auditing and Diagnosing ServiceNow
8. Service Portal
9. Overview of Additional Modules and Kingston