Book Image

Mastering ServiceNow - Second Edition

Book Image

Mastering ServiceNow - Second Edition

Overview of this book

ServiceNow is a SaaS application that provides workflow form-based applications. It is an ideal platform for creating enterprise-level applications giving requesters and fulfillers improved visibility and access to a process. ServiceNow-based applications often replace email by providing a better way to get work done. The book steps through the main aspects of the ServiceNow platform, from the ground up. It starts by exploring the core architecture of ServiceNow, including building the right data structure. To add business logic and control data, and interactivity to user interaction, you will be shown how to code on both server and the client. You will then learn more about the power of tasks, events and notifications. The book will then focus on using web services and other mechanisms to integrate ServiceNow with other systems. Furthermore, you will learn how to secure applications and data, and understand how ServiceNow performs logging and error reporting. You will then be shown how to package your applications and changes, so they can be installed elsewhere and ways to maintain them easily. If you wish to create an alternative simple interface, then explore ways to make ServiceNow beautiful using Service Portal. By the end of the book, you will know the fundamentals of the ServiceNow platform, helping you be a better ServiceNow System Administrator or developer.
Table of Contents (18 chapters)
Mastering ServiceNow Second Edition
About the Author
About the Reviewer

Chapter 1. ServiceNow Foundations

This opening chapter lays out the foundational aspects of ServiceNow, from the bottom up. Understanding the fundamentals of the ServiceNow platform is important. It provides insight into the concepts that determine how all the applications built on top work.


Although long, the chapter is not exhaustive and expects basic familiarity with the ServiceNow interface. Remember to refer to the ServiceNow documentation and any training material you may have.

Perhaps you've decided to build a new hotel, and you want to ensure it won't fall down. The architect's drawings need to be understood and the right building materials ordered. It's costly (and career limiting!) if it collapses in the opening week!

In this chapter, we review the blueprints. We will understand the important design aspects of ServiceNow so that we can build on them later. The data structure available to us is critical, since it enables us to model information and processes in the right way.

In this chapter, we will cover:

  • The physical components of the ServiceNow architecture

  • How everything you see and do is in the database

  • A review of the most important field types

  • The magic of reference fields

  • Using and building a good interface