The Road to a full fledged CMS Course.

When we first announced the Content Management System we had no idea how popular it would become. Many have successfully built and deployed within the CMS that have gone live to production in a relati...

Added some insights on getting a mobile site working within the Content Management Sytem

Having launched a mobile friendly version of our www.service-now.com site, I wanted to make sure that the community had the tools they needed to successfully translate their sites into the mobile aren...

Labels Have Uses...

Yesterday, Snorklebogger (our developer at right) was working a tough problem: his code had a pair of nested loops, and he needed to handle a condition detected in the inner loop by skipping to the ne...

How to reuse an HTTP Session with outbound SOAP

You won't come across this often, but occasionally you will find a web service that requires that you authenticate in one call, and then use the Session ID of that initial call to act as the authoriza...

Functional Replacements...

The young lady at right is quite pleased with herself. Why, you ask? It's because she just discovered that JavaScript (by far her favorite programming language) lets you replace matches of a regular e...

New Activities - Install and Uninstall Windows Apps

Starting with the October 2011 Release Candidate, two new activities for installing and uninstalling Windows applications will be available in the Runbook - Powershell category of the workflow activit...

Tip: Server Side Functions and Client Scripts

For years I've been told by my colleagues to use server side scripts in ServiceNow when ever possible to keep from slowing down things like form loads. However, there are times when I need some server...

Skills based routing

During some quiet time today I did some research on Skills Based Routing.This is a concept firmly understood and adopted in Call center/Telephony environments, and is done in ITSM, but sometimes in a ...

SnappCast - service-now podcast call for guests

Matt Gaide, Brad Tilton, and myself [edit](Matt Beran)[/edit] have started a Service-Now video podcast. Think of it like webinars or show-and-tells without all the pain of having to be marketed to, th...

Unexpectedly Variable...

Sometimes the most innocent-looking code can really bend your mind — especially if it violates some deeply held notion you have about how things actually work inside a computer. That's exactly what's ...

We're on the right track!

Glen O'Donnell revealed some early numbers from his, soon to be released, Forrester survey on the impact of IT Service Management in organisations.It provides reassuring data-based results showing tha...

Problem Management swim flow diagram

The ITILv3 Problem Management process diagram does a nice job of showing the lifecycle of a Problem - generation, categorisation, prioritisation - Workaround, Known Error and hopefully resolution.( I ...

Loaner Request System

My award winning loaner request system is public. I was honored that this entry won first place at the inaugural Innovation of the Year Award at Knowledge '10. After negotiations with my former employ...

Really cool! - Not Service-Now related

I may be abusing the forum here, but this is one of the coolest things I've seen in a while:http://feltron.com/

ITIL in 140 characters (or less!)

One of the barriers to learning about ITIL, is the sheer volume of text.I don't know exactly how many words are contained within the 5 books, but aside from that raw number the text can be dense and h...

A tricky position - made easier by communication

One of the bloggers that I follow - the anonymous ITILGirl (follow her on Twitter) - posted an interesting account of a service failure, and the fallout between users, the servicedesk and external sup...

Getting Cozy

I am now in my 7th week at ServiceNow — feeling a bit like a seasoned veteran with all the new folks starting after me. It's no secret that we are on an incredible growth trajectory — you feel it as y...

Braindump: Problem Management

Since joining ServiceNow I've had the opportunity to re-read Incident, Problem and Change from the ITIL Service Operations and Transition books.As I went through the Problem Management process I thoug...

Why organisations declare Change blackout windows

My last couple of blog posts have been about Change Management and the idea of checking for conflicting RFCs. ( Part 1, Part 2 ).It's a great feature in ServiceNow that is available now and is enhance...

CMS Overview Deck for New England User Group

Tyler Jones and Myself gave a brief preview of CMS and the recent development that went into the October 2011 release. We went over content types and the addition of global search results. Thank you S...