I'm sharing what I created and use to get a good understanding of what the End User Experience is for Request Fulfilment. I combined UX concepts with Process Mapping . It helps outline what users do, how they interact with technology , what the techn...
Service Operations Workspace provides much simpler and intuitive view than the classical UI. as way to encourage users to adopt Service Operations Workspace in their day to day operation, you can create a simple UI action that can take ITIL users ...
Introduction Although every organization is different, there are several points of prescriptive guidance when advising customers on configuring categories. Please also refer to the Incident Management Implementation Workshop deck and Incident Managem...
Overview We are setting up our Service Catalog and I'm exploring ways to make the catalog "one stop shopping". One obstacle to "one stop shopping" is that some types of requests are hosted on ServiceNow and some are not. Sometimes you can move an app...
Did you know that you have access to a tool making it easy for admins to discover, install, and configure ServiceNow products and applications? Best of all is it’s available to all current customers. What Is Admin Center? Admin Center, a part of Se...
Maintaining a high quality CMDB is crucial for enterprise management solutions as CMDB is a central piece supporting critical processes and services. Fortunately ServiceNow ships as a platform component capabilities that allow you to monitor and imp...
The secret of Multirow Variable Set – Configurations & Client Scripts Reference: Article Link Multirow variable sets (MRVS) are a fairly recent addition to the Service Catalog in ServiceNow, having been introduced in the London release. Unlike a tra...
In contrast to the classic UI, Agent Workspace does not have the option of cell editing, but you can select multiple records and edit content simultaneously. There was a question in the community whether this feature would also be available for Re...
Hello Community, Now I know there is a lot of information available on docs and learning content for SLA's, but recently I got a feeling that there should be a one-stop shop for SLA information. That is the reason I am drafting this article, so tha...
Make selected attachments invisible to non-ITIL users on a task form I’m writing this article based on my recent experience with one of my client's requirements. When an attachment is uploaded to a task record, that is visible to all users by default...
Introduction Walk-up Experience comes with the ability to integrate with Microsoft Exchange Online to create Outlook calendar events when appointments are scheduled. This is achieved by two flows associated with the Walk-up application in Flow Design...
Finding missing and/or incorrect relationships within the CMDB is challenging as ServiceNow is not an OLAP reporting platform. The reporting/dashboards it has are great for 95% of operational requirements, but there are some things that slip between ...
I was once a spelling bee champion and I still consider myself excellent when it comes to spelling, but I have just been blown away by this article: https://writingexplained.org/canceled-or-cancelled-difference What does this have to do with ServiceN...
Success maps give an at-a-glance view of how to implement ITSM from foundations to go live, to how to measure success to suggesting next steps. Review the success map prior to starting your project. Modernize ITSM Success Map ITSM Intelligent Au...
Following are instructions for a custom action to create a hyperlink in Flow Designer. In this case I'm creating a hyperlink to a table record but I'll follow up with a description of a custom action to create an external hyperlink. The action inpu...
ServiceNow provides De-duplication tasks to remediate duplicate CIs that have been identified via CI Identifier rules. Step 1 - Setup the workflow Create a workflow and assign it to the Reconcile Duplicate Task [reconcile_duplicate_task] tableMake su...
Understanding the performance of your business is key to establishing whether your objectives are being realized. Often the starting point for this is the ‘wrong way’ with the available products driving the business requirements and how performance ...
Configuring the columns and its order of the list of a table in the List Layout in Workspace view will be displayed only when we click on the list/module in Agent Workspace. When we are searching for something(May be Change Request, Incident, Case, R...
ITSM Pro Assist Series Attendee Forum Predictive Intelligence Meet Up: How Predictive Intelligence helps Create Tickets via Agent Workspace and Service Portal Please use this space to ask questions and share information related to the PI Meet Up ses...
There was a time when the only role of an IT guy in an organization was to fix computers as and when they broke down. IT departments were understaffed, underutilized and underperforming; primarily because they did not have any processes/plans involv...
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