Business Critical versus Security Critical

Your first question is likely "Security Critical?" It was mine! Our cyber group wants to assess the business applications and have something akin to Business Criticality. Requirements aren't yet completely clear, but they were simply looking for an i...

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Learning APM and IRC in an expedited fashion

How can I learn the below 2 modules at my earliest?  1. Application Portfolio Management (APM)2. Integrated Risk Management We have project starting in APM in a few days and I need to get up to speed ASAP.  I have almost a decade of experience workin...

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Problem Management - SLAs

Hello,Our leadership wants to implement Service levels for problem management process. Can someone provide guidance here?. what Service levels are appropriate/standard for Problem tickets. any help will be greatly appreciated.  Thanks

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Interactive filter for 2 fields on the same table

HI:I am looking to have an interactive filter on the incident table Caller id field as well as Assigned to field but only one of them seems to work. Can you tell me what I'm doing wrong?  but interactive filter is only filtering on the assigned to no...

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Sharing real World CSDM Data?

Someone eager to share real world data of their CSDM Tech Services/Offerings? Over time i saw a lot of different approaches how to model the Technical part of the CSDM and more i know the more i get confused. Is someone willing to share some excel ex...

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Customer dedicated offerings or general offerings?

Hi everyone,In my organization, we develop and host applications that are deployed on an instance level — very similar to how ServiceNow itself operates. Each customer gets their own instance (environment), and those instances are managed separately....

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Dynamic CI Group: show Incidents and Changes for CI in the Dynamic CI Group

Is there a way to create a report to show incidents (changes, problems, or any other tasks) that were created for CIs listed in a Dynamic CI Group. If not, what are the alternatives? How else can I group CI and then perform analysis on CI in that gro...

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How to test applying multiple templates using ATF in a single test case

Hi all,I'm trying to test the template functionality on the Incident form using ATF. At the bottom of the form, there's a 3-dot button that opens a pop-up list of templates (e.g., "Incident Call Type", "Major Incident", etc.).My goal is to create one...

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Service Commitment SLA

We are trying to update the SLA Definition by using Service commitment. I have a few queries to ask regarding it right now. We measure SLA by three bands (1,2 and 3). Performance band 1 would be >= 90%. Performance band 2 would be between <= 85% and ...

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glide.integrations.active.session.life_span sys_property clarity

Hello, I have a directive to enact the suggestions made on my impact scorecard  When I go to update the glide.integrations.active.session.life_span property we had it set to 0 ( never expire) and we need to change it an actual value to be in complian...

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Servicenow learning

Hello,I am new to the ServiceNow platform and eager to begin my journey in both ServiceNow Administration and Development. I would greatly appreciate guidance in helping me understand the best way to learn everything from the ground up.Please suggest...

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Has anyone noticed that the OOB "Problem worknoted (unassigned)" notification conditions are wrong?

You would think that this notification should be sent when a work note is added while there is an assignment group but no assigned to on the problem. Instead it sends any time a problem is updated without assigned to populated. Easy fix, but surprisi...

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AI Capabilities in ServiceNow

Hi All, I’m exploring the AI capabilities available in ServiceNow and would like to understand them in detail. Could someone please share:A list of the current AI features/capabilities in ServiceNowThe official ServiceNow documentation links for each...

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Hi all, starting by learning journey

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Knowledge Article not searching on SelfService page and on Incident page

Dear Team,On the incident form, next to short description we have knowledge search option basis the short description of that incident . But in my prod instance, that search is not working. When I am removing the short description from the search bar...

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