What Are Some Overlooked but Powerful Features in ServiceNow?

[moetechie]

Hi everyone,

As a beginner in ServiceNow administration, I’ve gone through the foundational courses, 

ServiceNow is huge, and I’m sure there are hidden gems that aren’t covered in beginner courses.

What are some underrated features or tools that made your job easier?

Anything you wish you had learned earlier in your ServiceNow journey?

Would love to hear your insights—what do you wish you knew when you were starting out?

Thanks in advance!

[SakshamSahu]

Hi @moetechie

Great question! ServiceNow is a massive platform, and while the foundational courses cover the basics, there are definitely some lesser-known features and best practices that can make your life as an administrator much easier. Here are some underrated tools and concepts I wish I had learned earlier:

1. Advanced GlideRecord Techniques & Query Optimization

• Most people start with basic GlideRecord queries, but optimizing them is critical, especially in instances with large datasets.
• Instead of using addQuery(), leverage encoded queries to make scripts more compact and readable.
• Avoid full table scans—use indexed fields (e.g., sys_id, sys_created_on) and avoid inefficient constructs like addQuery('short_description', 'CONTAINS', 'test').
• Use GlideAggregate for efficient data summarization instead of looping through records.

2. Business Rules vs. Flow Designer vs. Script Includes

• One of the biggest early mistakes is overusing Business Rules when other options are more efficient.
• Flow Designer is great for low-code automation.
• Script Includes allow you to write reusable functions, making scripts cleaner and more efficient.

3. Personal Developer Instance (PDI) & Community Resources

• Setting up a PDI gives you a safe space to experiment without affecting a real instance.
• The ServiceNow Community and SN Docs are great resources when you're stuck or looking for best practices.

4. REST API Explorer & IntegrationHub

• REST API Explorer lets you quickly test and understand ServiceNow APIs without external tools like Postman.
• IntegrationHub (part of Flow Designer) makes integrating with third-party systems easier without extensive scripting.

5. Update Sets & Scoped Applications

• Understanding Update Sets early on is crucial for tracking and migrating changes between instances (Dev → Test → Prod).
• Scoped applications help keep customizations modular and prevent conflicts with out-of-the-box functionality.

6. Advanced Client-Side Optimization

• Minimize GlideAjax Calls: Too many AJAX calls slow down the UI; batch calls where possible.
• Use g_scratchpad for Passing Data: Instead of calling the server multiple times, populate g_scratchpad in a Business Rule.
• Use Data Policies Instead of Client Scripts: Data Policies apply across UI, API, and integrations—making them more flexible.
• Use Script Includes for Reusable Functions: Instead of writing redundant client scripts, call Script Includes for better maintainability. 

7.  Security & Access Control Best Practices

• Use Explicit ACLs Instead of Role-Based Permissions: Instead of giving broad roles, fine-tune permissions at the field and table level.
• Enable Debug Security Rules: If users are seeing unexpected permission issues, this tool shows what’s blocking access.
• Use User Criteria Instead of Simple Roles: For better access control in Service Portal and Knowledge Base.

Hope this helps you in your future endeavours!

[Dr Atul G- LNG]

Hi @moetechie 

As a ServiceNow trainer, I’ve noticed several features that are often overlooked but not widely used, based on my personal experience:

• Shortcut Keys
• VTB (Virtual Task Board)
• SN Utils
• Granular Delegation
• Targeted Communication
• System Application > ServiceNow Products
• User Preference -- Related List Load

Anything you wish you had learned earlier in your ServiceNow journey?

Atul: The core architecture and SN Utils.