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...

Change Management conflict checking - Part 2

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 ...

Discovery: Parsing retrieved XML files

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...

Help the help desk customization

Has anyone customized help the help desk to pull more information?Please comment, or contact me (signature)

Adding ESS Chat Capability to a Standard Homepage

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...

How to add a Highlight to the Selected Navigation Module in ServiceNow

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...

Crowdsourcing: Why do you declare Blackout Windows?

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...

Take a look at the CMS Tutorial Just added to the WIKI

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. ...

We welcome anyone, unless you are not welcome

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...

Change Management conflict checking - Part 1

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 ...

Incident and Change - never the two shall meet.

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...