Thoughts on Gamification at Omnicare

I just listened to the Gamification of the Service Desk webinar presented by Kim Liston, Michael Slabodnick and Tim Deniston from Omnicare.It's a story that I followed on Twitter through Michael and I...

Application to Import Remedy Knowledge Articles

I recently helped a customer start the process of importing their Remedy Knowledge records into ServiceNow for a one-time bulk upload process.I was able to create a generic integration to import Remed...

ITSM Social : au-delí  des processus (en Français)

ITSM Social : au-delí des processusDans le monde traditionnel de l'ITSM, la plupart des applications « ITIL » historiques sont encore conçues sur des architectures client-serveur âgées de 20 ans. Or n...

An admin can add Domain separation to a table

If you are an admin, you can add Domain separation to a custom or out-of-box table that isn't currently separated. Just create a new field in that table, when personalizing the list or form for that t...

Large Teams (Part 3 of 3) - Naming Standards and Overrides

In part 1 and part 2 of my series on large teams, I talked a lot about scripting. There's one more item to cover on scripting and a couple other items to make you work easier in the months and years t...

Handling VIP support within Incident Management

Over at The ITSM Review I blogged about handling VIP Support.One of the outcomes of IT Service Management is the regulation, consistency and predictability in the delivery of services.I remember worki...

Large Teams (Part 2 of 3) - Code Style Guide

In part 1 of this series I mentioned scripts, so let's stick with that again. When working on a team, I recommend every programmer come to an agreement on, and document, a coding style guide. The larg...

Don't have UI11? Use Labels

I love UI11. One of my favorite features is that wonderful edge on the left to quickly navigate through the system the favorite items that I choose. Unfortunately, not all ServiceNow customers have UI...

Service Catalog : Dynamic Rule Base Generation - Order Guide

This post will explain on how you can generate a dynamic rule base for an Order Guide of a Service Catalog.Suppose you have four options given to you in an Order Guide form, A,B,C and D. You will have...

A Customer-centric model for handling Incidents

A few weeks ago we launched a new set of enhancements to our internal ITSM processes at ServiceNow.As customers you won't see this work filter through to your own instances with the Berlin release thi...

Class Question (CQ) Workflow Versions and Contexts: How Do They Relate to Each Other?

IntroductionA workflow can be likened to the Six Million Dollar Man-it can be rebuilt, with new activities improving the automation of a process. During the lifespan of a workflow, many versions and c...

UK ServiceNow User Group meeting - Tea and cakes at Harrods

Today I went to the ServiceNow UK User Group hosted by Harrods and Focus Group Europe.It was my first outing to a user group and it was a really great opportunity to meet customers and make new contac...

Large Teams (Part 1 of 3) - Debugging

For the past year or so I've been working with large customers with large deployment teams. This differs greatly from when I was a customer with a team of two people configuring the platform. As a res...

Edit a Workflow Directly from a Task

A couple of weeks ago, I saw a great idea from Alex Yupanqui, who works for ServiceNow, to create UI actions to allow users to directly edit a graphical workflow from the associated record. I've taken...

Returning multiple values with GlideAjax

I've heard a number of questions on how to use GlideAJAX to return multiple values. It wasn't clear in the wiki (until now) how to do this so most people were sending a string array of values to be pa...

Point de vue en Français : Software as a Service, les faux a priori

Software as a Service, plus connu sous l'acronyme SaaS, est l'offre qui tire l'ensemble des concepts du fameux Cloud. Avec une croissance í deux chiffres, celle-ci est néanmoins freinée en raison de n...

Comparing Client Dates

I just came across a case where someone was comparing two date fields on the client to validate that the one was later than the other. To accomplish this they created a script include to compare dates...

Walking to find all tasks.. for all relationships..

I had an interesting challenge set to me by Paul Hardy of Informa recently.He has a CMDB in his ServiceNow instance which defines his applications and its dependancies on his Infrastructure.His reques...

Show a Table Schema Map from any Form

Table schema maps are a very useful tool to aid in visualizing the setup of a table and its relationships to other tables and fields in ServiceNow. This functionality is something that every ServiceNo...

Planning for Major Incidents

Over at "The ITSM Review" I talk about Major Incident planningThe topic came up during a conversation with a customer about the best way to handle Major Incidents. We agreed that it doesn't require a ...