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

Introducing tasks

ServiceNow is a forms-based workflow platform. The majority of applications running on ServiceNow can be reduced to a single, simple concept: the management of tasks.

A task in ServiceNow is work that is assigned to someone. You may ask your colleague to make you a cup of tea, or you may need to fix a leaking tap in a hotel guest's bedroom. Both of these are tasks. There are several parts to each of these tasks:

  • A requester is someone who specifies the work. This could be a guest oreven yourself.

  • A fulfiller is someone who completes the work. This may, less frequently, be the same person as the requester.

  • The fulfiller is often part of a group of people. Perhaps someone among them could work on the task.

  • Information about the task itself is included-perhaps a description or a priority, indicating how important the task is.

  • The status of the task-is it complete? Or is the fulfiller still working on it?

  • There is a place to store notes to record what has happened.

  • An identifier is...