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...
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...
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...
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...
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...
Last week I wrote about the Change Management conflict checking.The example I showed was the Conflict checker ensuring that the Change is scheduled to start and finish within the Maintenance Window.I ...
Recently, a customer asked me if it is possible to write a probe and sensor to get an XML file from a Windows target. Getting the file was the easy part. Parsing the returned results in the sensor was...
Has anyone customized help the help desk to pull more information?Please comment, or contact me (signature)
If you're reading this you've probably already seen the chat capability that ServiceNow provides. This is a great feature but it's only currently available if you deploy the ServiceNow content managem...
I received a client request last night asking if there was any way to provide some sort of additional highlighting to the currently-selected module in the left navigation. You're probably already awar...
From time-to-time I'd like to tap into the ServiceNow community (i.e. you lot) to get feedback and crowdsource some information. This would really help as the AppDev team move between products.It woul...
Rather that forgoing the pains of brain surgery so that my thoughts on Content Management System (CMS) can be seen by the ServiceNow community, I took some time this past week to add to the CMS Wiki. ...
Basic Authentication is the standard, out of the box authentication mechanism for SOAP Requests into ServiceNow. A few months ago I ran into a scenario where a customer wanted to maintain a "Restricte...
Today I've been testing our Change Management conflict detection functionality.This feature allows Change Managers, and Change Advisory Boards to spot potential issues, and be more aware of the risks ...
As we revisit our core ITSM applications I've been diving back into the ITIL books, both version 3 and 2011.We are all familiar with the ITIL "magic roundabout" - a visualisation that demonstrates how...
The credit for this post is given to Hima Chalimadugu. Thanks to her, I am just spreading the knowledge 3.1Layered Approach The approach designed to handle dynamic approvals is layered into 3 concent...
Hello there,My name is Simon Morris, the newest member of the Application Development team at ServiceNow in London.Previously I was a ServiceNow customer (read on below...) and a certified Community l...
I learn a lot from my co-workers, and I learn a lot from our customers too. About a year ago I was on a conference call with a customer working on an import set and transform map when she showed me a ...
About a year (and half?) ago, I made the effort to consolidate the Help the Help Desk script (the one where a user clicks on the "Help the Help Desk" module under the "Self-Service" application) and t...
The Automation team has started to build out a set of user management activities. Our end goal is to enable customers to automate their on-boarding/off-boarding processes with auditable, self-document...
on:
Calling all Servicenow Developers! How can we impr...
