Where Does All The Code Hide?

Have you ever wondered about all the different locations in ServiceNow where code can be present?Bet it just keeps you up at night doesn't it?Well, I was wanting a comprehensive list of coding locatio...

Whose Incident Priority Is It Anyway?

Ah "incidents." That IT service management (ITSM) word we in IT use to describe customer issues that, rather awkwardly, means absolutely nothing to them — unlike IT "failure," "issue," and "problem" (...

Development Process in ServiceNow

Maybe an alternative title would be "Evening ServiceNow Musings With Steve" or some such?Anyway, I was reviewing our ServiceNow development process for the umpteenth time, and decided I would share wh...

SCOM 2012 - Consuming ServiceNow Web Services with Microsoft Orchestrator

Many our our customers upgrading to SCOM 2012 may have encountered some issues using the ServiceNow 2007 R2 plugin. I have been told by SCOM experts and consultants that we should stop using the conne...

NowForum: The ServiceNow CreateNow Hackathon Comes To Europe

Who said IT service management (ITSM) tools aren't interesting (or flexible)? One of the highlights of ServiceNow's Knowledge 13 global customer event in Las Vegas last May was the inaugural ServiceNo...

7 Practical Tips For Marketing IT To Business Stakeholders

Most internal IT organizations are focused on protecting and growing the business. The people who work in IT — and IT service management (ITSM) professionals in particular — are often passionate, inte...

Announcing the CreateNow Developer contests in Paris, Frankfurt and London

I have two exciting pieces of news to share with you.Firstly I celebrated my 2nd anniversary with the ServiceNow this week.From my first blog post in September 2011 to today — I've had an amazing expe...

NowForum: Valuable Content, Peer-Networking, and the Art of the ITSM-Possible

There's no doubt that we in the IT service management (ITSM) community have long-benefitted from ITSM best practice frameworks, standards, and methodologies such as ITIL, ISO 20000, COBIT, USMBOK (Uni...

Create your own REST-based ServiceNow Web Service

ServiceNow boasts a wide range of capabilities in their out-of-box SOAP and REST web services. There are times, however, where you need something that is totally custom, and not found out of the box. ...

I don't normally do this - but this is useful.

My colleague Jason Petty created a very useful update set, that allows users to configure an export of table data in any format you define. It uses a mid server to create and FTP this file to a FTP so...

Performance Analytics elearning available

Our Performance Analytics (formerly Mirror42) elearning has been on the Learning Center site for a couple of weeks now, and getting some great interest as well as generating some interesting questions...

50+ Tweets of Calgary Recap

In case you missed some or all of the #50TweetsOfCalgary series, here's the list of my favorite highlights in the Calgary release.What's your favorite feature?And yes, I'm already gathering the #Dubli...

Using System Properties to control your application configuration

I saw a conversation in the Google+ ServiceNow community this week about a tweak that Carrie Padian wanted to make to her incident management process.The conversation led to the topic of using system ...

A different way of dereferencing a GlideRecord

I have been meaning to post this for a while now. Most of us are aware and use the dot walk method for dereferencing GlideRecord. It goes something like this:myFunction();function myFunction() { var g...

Putting the Indicator back in KPI

I like to ride my bicycle. In fact, I like to ride it well. I use an app on my iPhone called Strava to track how well I ride it. Using the magic of GPS, I can compare my times on certain stretches of ...

ServiceNow's First TweetChat: What Got Said and What It Means

On July 30, ServiceNow had its first formal TweetChat, which is exactly what it sounds like — a moderated, open, multi-participant chat held via tweets on Twitter. The primary topic: IT transformation...

Displaying if a Record has an Attachment

If you want to simply display in a list view when a record has an attachment, you can easily do it with a Field Style:The following Field Style is based on the VIP one for the Caller field:Table: Inci...

10 Tweet Chat Tips: Social Learnings From the First KPMG/ServiceNow Tweet Chat

"Tweet chats" (or "tweetchats") — some people love them, and some people loathe them for clogging up their personal Twitter streams. Some organizations do them well, some not so much. And as ServiceNo...

So what do you want to be when you grow up? Here's our answer.

I met the CIO of a prospective customer last week. He looked me in the eye mid-way through the conversation and, with 40 years of IT wisdom and cynicism, asked an astute question I've never been asked...

Importing CSV Data with Custom Delimiters

Although ServiceNow has the capability of importing data in the CSV format using a custom delimiter, very few people know about it or understand how to get this to work. There is actually a great litt...