Define basic On-call rota schedule

In order to define a new On-Call rota, we can make use of the wizard which opens when selecting the Create New Schedule in the menu, under the On-Call Scheduling block.For this short tutorial we are g...

On-Call Scheduling changing a rotation start and/or end time

The Repeat Until attribute on Schedule Entries provides a way to alter the start and/or end time of a rota and how it repeats.Imagine a scenario where from a particular date, rotations should change f...

Use include/exclude Schedules to define comprehensible rosters

A sometimes ignored feature in the On-Call scheduling functionality is the ability to add child schedules, in order to include or exclude other schedules to build complex but clear rosters.To make the...

Utilizing Browser Add-ons For Added Instance Functionality

ServiceNow is a SaaS offering hosted in a high availability data center pair with industry leading uptime. But what does cloud architecture mean for your business? Primarily, it means that your IT des...

On-Call Scheduling Members available from and to

One of the new features released in Istanbul is the ability to modify an On-Call roster by changing, adding and removing users without affecting historical data. In previous releases, when a team memb...

The future of AI for customer support: panel discussion with ServiceNow, Neva, Zendesk, and Wipro

Here's a recording of a panel discussion about the future of artificial intelligence for customer support. It was moderated by Kate Leggett from Forrester Research. Panelists (left to right): Nitin Na...

Blackout & Maintenance Schedules in a nutshell

I have received quite a few questions about how to configure blackout and maintenance schedules over the last few months, so I thought an explanation of schedules may help someone else. Within the Cha...

Functions Do you use them?

Functions — this is something not used when coding • Catalog client scripts • Catalog UI Policies • UI Macros • UI Pages • UI Scripts In the world of coding functions are your Super Friends. Functions...

Mini-Lab: Displaying all Affected CIs on a Problem Form

NOTE: MY POSTINGS REFLECT MY OWN VIEWS AND DO NOT NECESSARILY REPRESENT THE VIEWS OF MY EMPLOYER, ACCENTURE. DIFFICULTY LEVEL: INTERMEDIATE Assumes basic knowledge and/or familiarity of ITIL, CMDB, an...

Mini-Lab: Displaying all Affected CIs on a Business Service Form

NOTE: MY POSTINGS REFLECT MY OWN VIEWS AND DO NOT NECESSARILY REPRESENT THE VIEWS OF MY EMPLOYER, ACCENTURE.DIFFICULTY LEVEL: INTERMEDIATEAssumes basic knowledge and/or familiarity of ITIL, CMDB, and ...

Mini-Lab - Implementing a Relationship Between the Software Package and SAM Software Installs

NOTE: MY POSTINGS REFLECT MY OWN VIEWS AND DO NOT NECESSARILY REPRESENT THE VIEWS OF MY EMPLOYER, ACCENTURE. DIFFICULTY LEVEL: INTERMEDIATE Assumes basic knowledge and/or familiarity of CMDB and CI Re...

Pragmatic Patterns — Hybrid Business Service Management Patterns

NOTE: MY POSTINGS REFLECT MY OWN VIEWS AND DO NOT NECESSARILY REPRESENT THE VIEWS OF MY EMPLOYER, ACCENTURE. DIFFICULTY LEVEL: INTERMEDIATE Assumes basic knowledge and/or familiarity of CMDB and CI Re...

Pragmatic Patterns — Basic Business Service Management Patterns

NOTE: MY POSTINGS REFLECT MY OWN VIEWS AND DO NOT NECESSARILY REPRESENT THE VIEWS OF MY EMPLOYER, ACCENTURE. DIFFICULTY LEVEL: INTERMEDIATE Assumes basic knowledge and/or familiarity of CMDB and CI Re...

New Pilot Program: Incident Categories automatically populated in the HI Service Portal!

Select users will notice that the HI Service Portal incident form has a new look! We have removed incident categories from the form during the incident submission process for selected Enterprise users...