Istanbul packs some goodness for ITSM

Istanbul is finally here and it packs quite a bit of ITSM goodness. The Istanbul release for ITSM brings you Actionable Insights and Better Service Experiences so you can drive greater value from your...

3 symptoms of SAM License Counter running long scheduled jobs

In ServiceNow, the SAM (Software Asset Management) License Counters job scans the instance for software installations. Software counters allow asset managers to verify compliance by reconciling the nu...

How do YOU manage Software Assets? We want to know!

Calling all Asset Managers!Are you managing Software Assets? Our product teams are conducting research into how our customers are doing Software Asset Management (SAM). Please take a few minutes to an...

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...