Title Page

Credits

Preface

1. Module 1 FREE CHAPTER

• Learning ServiceNow

2. The Interface

• Frames
• Filter text box
• Favorites
• Important application menus and modules
• Content frame
• UI settings and personalization
• Summary

3. Lists and Forms

• List v2 versus List v3
• Lists and Tables
• Forms
• Summary

4. UI Customization

• UI15 versus UI16
• Branding your instance
• Custom themes
• UI-Impacting system properties
• Configuring service portal UI
• Creating a custom homepage
• Styling pages and widgets
• Styling the CMS
• Summary

5. Understanding Data and Relationships

• One-to-many relationships in ServiceNow
• Many-to-many relationships in ServiceNow
• Enforcing one-to-one relationships
• Defining custom relationships
• Database table inheritance
• Summary

6. Tasks and Workflows

• Important task fields
• Journals and the Activity formatter
• Extending the task table
• Workflows
• Approvals
• Assignment
• Creating Task fields
• Summary

7. UI and Data Policies

• UI Policies
• Reverse if False
• Scripting in UI Policies
• UI Policy Order
• Data Policies
• Converting between Data and UI Policies
• Data Policies versus ACLs
• Summary

8. User Administration and Security

• Groups and Roles
• Emails and notifications
• User preferences
• ACLs - security rules
• Summary

9. Introduction to Scripting

• To script, or not to script?
• Client side versus server side APIs
• Where scripting is supported
• Integrated development environment
• Summary

10. The Server-side Glide API

• The structure of an API class
• Server-side APIs
• GlideRecord
• GlideElement
• GlideDateTime
• GlideSession
• GlideSystem
• GlideUser
• Client-side APIs
• GlideAjax
• GlideForm (g_form)
• Summary

11. The Client-side Glide API

• Client-side APIs
• GlideAjax
• GlideForm (g_form)
• GlideUser (g_user)
• GlideRecord
• Summary

12. Server-side Scripting

• Dot-walking and GlideElement
• Script Includes
• Business rules
• Summary

13. Client-side Scripting

• Client Scripts
• Security
• Compatibility
• Build for performance
• UI scripts
• Scripts files from the server
• Summary

14. Debugging

• Logging
• Client-side debugging
• Server-side debugging
• JavaScript debugger (Istanbul)
• General Debugging
• Summary

15. Pro Tips

• Admin Pro Tips
• Scripting Pro Tips
• What the pros wish they knew
• Summary

16. Module 2

• ServiceNow Cookbook

17. Getting Started with Service-Now

• Introduction
• Service-Now prerequisites
• Service-Now and the ITIL framework
• Understanding Service-Now procurement
• Understanding Service-Now roles and licensing
• Understanding the Service-Now setup
• Accessing the Service-Now application
• Microsoft Active Directory authentication
• Logging in to the Service-Now application portal or end user view
• Creating service requests from the Service-Now portal
• Understanding the Service-Now IT view
• Understanding Service-Now's self-service application
• Understanding Service-Now's service desk application
• Understand unique record identifier
• Using the incident management application
• Using the related lists of applications
• Using the problem management application
• Using the change management application
• Creating the change/problem task from the incident task

18. Performing Core Configuration and Management Tasks

• Introduction
• Setting up basic configuration
• Understanding LDAP servers
• Understanding user administration
• Understanding group administration
• Using service-now plugins
• Configuring the Service-Now form
• Configuring UI policies on Service-Now forms
• Configuring UI actions on forms
• Understanding deployments or update sets
• Getting into CMDB
• Setting up an SLA/OLA/underpinning contract
• Setting up system rules
• Understanding the system dictionary
• Understanding the Service-Now tables schema
• Getting into system security

19. Building Data-Driven Application

• Introduction
• Starting a new application
• Getting into new modules
• Getting into the client script
• Getting into the server-side script
• Understanding the team development plugin
• Understand web services
• Understanding development best practice

20. Configuring Alerts and Notifications

• Introduction
• Understanding the Service-Now system mailbox
• Creating a new e-mail notification
• Creating an e-mail template
• Creating an e-mail notification script
• Setting up an inbound e-mail action
• Inbound e-mail action - new
• Inbound e-mail action - forward
• Inbound e-mail action - reply
• E-mail Notification by event registry
• E-mail notification troubleshooting

21. Building and Configuring Reports

• Introduction
• Viewing and running reports
• Creating new reports
• Scheduling reports
• Sending multiple reports in one e-mail
• Creating a table-specific report module
• Creating a dashboard
• Including the date in a report's e-mail notification
• Working with the report's header and footer template
• Working with the report sources
• Working with the report range
• Creating a database view

22. Creating and Configuring Workflow Activities

• Introduction
• Understanding the Service-Now workflow
• Attaching a workflow with the service catalog
• Attaching workflows with current/new modules
• Workflow troubleshooting
• Setting up an approval activity
• Working with condition activities
• Working with task activities
• Working with workflow utilities
• Setting up e-mail notifications from workflows
• How to configure a timer in workflows
• Understanding the approval engine

23. Auditing and Diagnosing Service-Now

• Understanding auditing in Service-Now
• Working with auditing tables
• Understanding Service-Now upgrades
• Working with system logs
• System diagnostics
• Working with background scripts
• Working with Field Watcher
• Working with JavaScript logs

24. Module 3

• Mastering ServiceNow

25. ServiceNow Foundations

• Diving into the infrastructure
• Exploring the database
• Storing data
• Reference fields
• Building the interface
• Making the most of the UI
• Summary

26. Developing Custom Applications

• Developing applications in Studio
• Scoping out limits
• Enforcing the separation
• Building hierarchical tables
• Many-to-many relationships
• Cascading with reference fields
• Summary

27. Server-Side Control

• Deciding to write code
• Running background scripts
• Using GlideRecord (and its friends)
• Counting records with GlideAggregate
• Scripting in scoped apps
• Business rules
• Script Includes
• Enforcing data
• Scripting reference qualifiers
• Rhino - the JavaScript engine powering ServiceNow
• Summary

28. Client-Side Interaction

• Building a modern interface
• Choosing a UI Action
• Managing fields with UI Policy
• Running client-side scripts
• Manipulating forms with GlideForm
• Client-side scripting
• Efficiently transferring data to the client
• Controlling lists with Context Menus
• Customizing and extending the platform
• Taking control of the browser
• Summary

29. Getting Things Done with Tasks

• Introducing tasks
• Organizing groups and users
• Using additional comments and work notes
• Understanding the State field
• Drag-and-drop automation with Graphical Workflows
• Approving tasks
• Using the Service Catalog
• Understanding Request Fulfilment
• Service Level Management
• Summary

30. Events, Notifications, and Reporting

• Dealing with events
• Scheduling jobs
• Sending e-mail notifications
• Delivering an e-mail
• Receiving e-mails
• Recording metrics
• Flattening data with Database Views
• Reporting
• Building homepages
• Summary

31. Exchanging Data – Import Sets, Web Services, and other Integrations

• Beginning the web service journey
• Bringing it in using Import Sets
• Importing users and groups with LDAP
• Building web service Import Sets
• Connecting to web services
• Building custom interfaces
• Working inside the data center - introducing the MID server
• Authenticating and securing web services
• Designing integrations
• Summary

32. Securing Applications and Data

• Understanding roles
• Protecting data with contextual security rules
• Building security rules
• Using Scoped Administration
• Encrypting data
• Introducing Domain Separation
• Authenticating users
• Securing web services
• Summary

33. Diagnosing ServiceNow – Knowing What Is Going On

• Building a methodology
• Looking at the system log
• Using the debugging tools
• Enabling the JavaScript client side log
• Tracking each page request
• Going through other logs
• Finding slow database transactions
• Dealing with other performance issues
• Auditing and versioning
• Optimizing hardware resources
• Accessing the system internals
• Summary

34. Packaging with Applications, Update Sets, and Upgrades

• Using your instances
• Serializing records to XML
• Recording configuration in Update Sets
• Cloning instances
• Packaging with applications
• Sharing with Share
• Selling on ServiceNow Store
• Adding more with plugins
• Configuration and customization
• Upgrading ServiceNow
• Managing instances
• Summary

35. Making ServiceNow Beautiful with Service Portal and Custom Interfaces

• Making it self – service
• Starting with Service Portal
• Digging into Jelly
• Using Angular and Jelly
• Including Jelly in the standard interface
• Summary

36. Bibliography