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

Recording metrics

Metrics are a way to record information. It allows the analysis and improvement of a process by measuring statistics, based upon particular defined criteria. Most often, these are time based. One of the most common metrics is how long it takes to complete a task-from when the record was created to the moment the Active flag became false. The duration can then be averaged out and compared over time, helping answer questions such as "Are we getting quicker at completing tasks?"


Metrics provide a great alternative to creating lots of extra fields and Business Rules on a table. Of course, these can do calculations too, but what's the point in creating lots of code and fields that clutter up the table when you have a pre-built system to help?

Other metrics are more complex and may involve getting more than one result per task:

  • How long does each assignment group take to deal with the ticket?

  • How long does an SLA get paused for?

  • How many times does the incident get reassigned?