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...

Calendar widget appearing at top of screen instead of next to field

There are many field types in ServiceNow, including the Date field and the Date/Time field. When you add the Date or Date/Time field, users can click the calendar icon next to the field to see the cal...

ITSM Benchmark Solution: Opportunity for early Evaluation

Want to be part of something cool? ServiceNow is looking for a select few customers to do an early evaluation of the new ServiceNow Benchmarks capability. What is it, you ask? Read on. Community membe...

Building the ultimate ServiceNow platform team

You have decided to transform the service experience at your organization by implementing ServiceNow - what should be the next best step in this journey to realize full potential of the product and th...

On-Call Escalations: taken apart and put back together

On-call escalations allow you to inform your primary, secondary, tertiary, ... on-call engineer that an issue requires their immediate attention. I had a few customers ask me about on-call escalations...

Service Level Agreements - Overriding TaskSLAController Functions

When working with Service Level Agreements, you may run into situations where you have a business requirement which is not met by the base functionality of the 2011 SLA Engine. In this blog post I wil...

Ch-ch-ch-changes: customizations vs. configurations

Every company is different, so you might sometimes want to tweak an instance to meet your company's specific requirements. (Because many companies are similar, too, if you've come up with something co...