Book Image

Learning ServiceNow. - Second Edition

5 (1)
Book Image

Learning ServiceNow. - Second Edition

5 (1)

Overview of this book

This book is an updated version of Learning ServiceNow, that will cover the new and updated features of the ServiceNow platform. It will show you how to put important ServiceNow features to work in the real world, while introducing key concepts via examples of managing and automating IT services. It'll help you build a solid foundation of knowledge, and will demonstrate how to effectively implement and configure modules within ServiceNow. We'll show you how to configure and administer your instance, and then move on to building strong user interfaces and creating powerful workflows. We also cover other key elements of ServiceNow, such as notifications, security, reporting, and custom development. You will learn how to improve and automate your business' workflow and processes. By the end of this book, you will be able to successfully configure and manage ServiceNow like a pro.
Table of Contents (19 chapters)
Learning ServiceNow Second Edition

To script, or not to script?

Once you learn how powerful scripting can be in ServiceNow, it would be easy to try and do everything with custom scripts. A wise person once said "When all you have is a hammer, everything looks like a nail"; however, this is quite often not the best solution for a few reasons:

  • If the functionality or API are updated or deprecated, any unnecessary custom code means more maintenance costs during upgrades

  • Increased custom code increases complexity, increasing the cost of development overall

  • Custom code being used in lieu of out-of-the-box functionality can make it more difficult to identify the source of a given issue, making troubleshooting cumbersome

  • Out-of-the-box (OOB) functionality, when it is available, is often faster and more efficient than custom code, even using extant APIs.

In the Where scripting is supported section of this chapter, we'll learn about the various fields and records in which scripting is supported. However, it is important to keep in mind...