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Learning ServiceNow

Learning ServiceNow

By : Hauser
4.9 (19)
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Learning ServiceNow

Learning ServiceNow

4.9 (19)
By: Hauser

Overview of this book

This book shows you how to put important ServiceNow features to work in the real world. We will introduce key concepts and examples on managing and automating IT services, and help you build a solid foundation towards this new approach. We’ll demonstrate how to effectively implement various system configurations 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 alerts and notifications, security, reporting, and custom development. You will learn how to improve your business’ workflow, processes, and operational efficiency. By the end of this book, you will be able to successfully configure and manage ServiceNow within your organization.
Table of Contents (14 chapters)
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Configuring service portal UI


The service portal in ServiceNow Helsinki is rather new; not available in Geneva or earlier versions. It is generally used as a front page for IT, and allows users (even those without any permissive roles in ServiceNow) to submit tickets for IT (or other departments) to handle. The service portal is effectively a replacement for the CMS, and includes many enhancements over the old Jelly-driven CMS application, but many companies will still be on a legacy CMS until they have a reason to convert/upgrade to the service portal for their self-service interface.

To create your own Service Portal, start by navigating to System Definition | Plugins to activate the Service Portal for Enterprise Service Management plugin (ID: com.glide.service-portal.esm) plugin by searching for it from the list, then right-clicking on it, and choosing Activate/Upgrade. Since this is your personal instance, go ahead and load demo data.

After activation, refresh the page again, and navigate...

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