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ServiceNow: Revolutionizing IT Service Management and Enterprise Workflows
ServiceNow is a leading cloud-based platform that specializes in delivering digital workflows that create great experiences and unlock productivity across enterprises. Since its inception in 2004, ServiceNow has transformed the way organizations handle IT Service Management (ITSM), automates business processes, and improves overall operational efficiency. Its cloud-native architecture, combined with robust integration capabilities, makes it a versatile platform for businesses of all sizes.
ServiceNow was founded by Fred Luddy in 2004 with a vision to provide enterprises a platform to manage IT services more efficiently. Initially focused solely on IT Service Management, the platform has evolved into a full-fledged enterprise service management solution. Its journey from ITSM to a multi-faceted enterprise platform reflects the growing demand for automation and digital transformation across industries.
Over the years, ServiceNow has expanded its offerings beyond ITSM to include IT Operations Management (ITOM), IT Business Management (ITBM), Customer Service Management (CSM), Human Resources Service Delivery (HRSD), Security Operations (SecOps), and more. The company went public in 2012, and today, it serves thousands of enterprises worldwide across sectors such as finance, healthcare, telecommunications, and government.
IT Service Management (ITSM):
ServiceNow is best known for its ITSM capabilities, which streamline IT service delivery. The platform allows organizations to manage incidents, problems, changes, and service requests in a structured and automated manner. Key ITSM modules include Incident Management, Problem Management, Change Management, Request Management, and Configuration Management Database (CMDB).
Incident Management: Quickly resolves IT issues, minimizing downtime and impact on business operations.
Problem Management: Identifies root causes of recurring incidents, helping prevent future disruptions.
Change Management: Ensures that changes to IT systems are implemented in a controlled manner to minimize risk.
CMDB: Acts as a central repository for IT assets and their relationships, improving visibility and governance.
IT Operations Management (ITOM):
ITOM enhances an organization’s ability to monitor, optimize, and manage IT infrastructure. It provides tools for event management, cloud management, discovery, and service mapping. This ensures better performance monitoring, proactive issue resolution, and improved operational efficiency.
IT Business Management (ITBM):
ITBM bridges the gap between IT projects and business outcomes. It helps organizations prioritize projects, allocate resources effectively, and measure performance against strategic goals. Modules like Project Portfolio Management, Agile Development, and Resource Management enable better decision-making and alignment between IT and business objectives.
Customer Service Management (CSM):
ServiceNow extends beyond IT to manage customer-facing operations. CSM helps organizations deliver faster, more personalized customer support by connecting customer service with other departments like IT and HR. This reduces friction and enhances customer satisfaction.
Human Resources Service Delivery (HRSD):
HRSD streamlines HR processes such as onboarding, offboarding, and case management. Employees can submit service requests, track status, and receive automated updates, which reduces administrative overhead for HR teams and improves the employee experience.
Security Operations (SecOps):
ServiceNow’s SecOps capabilities allow organizations to detect, respond to, and resolve security incidents efficiently. By integrating with security tools, ServiceNow automates incident prioritization and workflows, ensuring faster mitigation of risks and vulnerabilities.
Governance, Risk, and Compliance (GRC):
The GRC module helps organizations manage risks, ensure compliance, and maintain governance standards. Automated workflows, dashboards, and reporting tools provide real-time insights, enabling proactive risk management.
Integration and Extensibility:
ServiceNow’s platform supports extensive integration with third-party tools and enterprise systems through APIs, web services, and connectors. Its Now Platform App Engine enables developers to create custom applications tailored to business needs, making ServiceNow a versatile solution for digital transformation.
ServiceNow is a cloud-native platform built on a single-instance, multi-tenant architecture. This design provides scalability, security, and consistent performance for enterprise applications. Its architecture includes several layers:
User Interface (UI): Provides a modern, responsive interface accessible via web browsers and mobile devices.
Application Layer: Hosts core applications and workflows such as ITSM, HRSD, and CSM.
Database Layer: Centralized database stores all records, configurations, and transactional data, enabling accurate reporting and analytics.
Integration Layer: Facilitates seamless connectivity with external systems and data sources.
The platform also includes built-in analytics and reporting tools, enabling organizations to gain actionable insights and make data-driven decisions.
Automation and Efficiency:
ServiceNow automates repetitive tasks and workflows, reducing manual effort and human error. For example, automated incident routing and approval workflows streamline service delivery, saving time and costs.
Enhanced Visibility:
Through its CMDB and reporting tools, ServiceNow provides real-time visibility into IT assets, services, and processes. This helps organizations make informed decisions and improve governance.
Improved Collaboration:
ServiceNow fosters collaboration across departments by connecting IT, HR, customer service, and other functions on a single platform. This breaks down silos and ensures faster resolution of issues.
Scalability:
As a cloud-based solution, ServiceNow can scale according to organizational needs, accommodating growing user bases and expanding processes without significant infrastructure investments.
Compliance and Risk Management:
With modules like GRC and SecOps, ServiceNow ensures that organizations comply with regulatory standards while proactively managing risks.
Customizability:
The Now Platform allows businesses to build custom applications, tailor workflows, and configure modules according to specific requirements, ensuring a highly adaptable solution.
Finance: Automating regulatory compliance, risk management, and IT operations.
Healthcare: Streamlining patient services, HR processes, and IT operations to improve care delivery.
Telecommunications: Managing network incidents, customer requests, and service provisioning efficiently.
Government: Enhancing citizen services, IT operations, and HR processes while maintaining security and compliance standards.
While ServiceNow offers significant advantages, organizations may encounter challenges during implementation. These include:
Complexity: Customization and integration can be complex and require skilled personnel.
Cost: Licensing and implementation costs can be high, particularly for large enterprises with multiple modules.
Change Management: Shifting from traditional processes to automated workflows requires proper training and change management strategies.
Answer:
ServiceNow is a cloud-based IT Service Management (ITSM) platform that automates enterprise IT operations. It provides applications and tools to manage IT services, automate workflows, and improve business efficiency.
Answer:
Incident Management
Problem Management
Change Management
Asset Management
Knowledge Management
Service Catalog
CMDB (Configuration Management Database)
Workflow automation
Reports and dashboards
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Incident: Unplanned interruption of an IT service.
Problem: Root cause of one or more incidents.
Change: Planned modification to IT infrastructure or service.
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CMDB (Configuration Management Database) is a repository that stores information about IT assets (CIs) and their relationships. It helps in understanding the impact of changes and incidents.
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CIs are components of an IT infrastructure that are tracked in CMDB. Examples: Servers, Applications, Networks, Databases.
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UI Policy: Used to dynamically change the behavior of forms like making fields mandatory, read-only, or visible. Does not require scripting for simple tasks.
Client Script: Requires JavaScript and is used for more complex client-side logic.
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onLoad() – Runs when a form loads.
onChange() – Runs when a field value changes.
onSubmit() – Runs when submitting a form.
onCellEdit() – Runs when editing a cell in a list.
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Business Rules are server-side scripts that execute when a record is displayed, inserted, updated, or deleted. They help in automating backend processes.
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Before: Runs before saving the record.
After: Runs after saving the record.
Async: Runs asynchronously after saving.
Display: Runs when retrieving a record to display on the form.
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UI Action: Adds buttons, links, or context menu items to a form or list for user actions.
UI Policy: Controls form behavior like mandatory, read-only, or visibility without buttons.
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GlideRecord is a server-side object in ServiceNow used to perform database operations like querying, updating, inserting, and deleting records.
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Tables store data in ServiceNow. Each table contains columns (fields) and rows (records). Examples: incident, problem, change_request.
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A dictionary defines the attributes of a field in a table. It contains information like field type, max length, default value, and reference table.
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ACL (Access Control List) defines security rules to control access to tables, fields, and records. Types:
Table-level
Field-level
Record-level
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Approval Workflow – Manages approvals for requests.
Incident Workflow – Manages the lifecycle of an incident.
Custom Workflow – Designed based on specific business requirements.
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Service Catalog is a collection of services offered by IT to end users. Users can submit requests, which go through approval and fulfillment workflows.
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Catalog Item: Standard request item in Service Catalog.
Record Producer: Creates records in a specific table from a catalog-like form.
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A Scoped Application is an application developed in a separate namespace to avoid conflicts with global applications.
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Update Sets capture configuration changes in ServiceNow. They help migrate customizations from one instance to another.
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Update Set: Captures configuration changes (not data).
Data Export: Moves actual data between instances.
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Flow Designer is a low-code tool to automate workflows using a drag-and-drop interface, replacing traditional workflow editor in some scenarios.
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Workflow: Older interface, more code-based.
Flow Designer: Modern, low-code, easier for non-developers, integrates actions easily.
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New
In Progress
On Hold
Resolved
Closed
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Knowledge Management helps capture, store, and share information across the organization. Articles can be categorized and accessed by users.
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MID Server (Management, Instrumentation, and Discovery) is a Java application that communicates between ServiceNow and external systems behind the firewall.
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Discovery identifies devices, applications, and services on your network and populates the CMDB with accurate information.
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Event: Triggered when something happens (e.g., incident creation).
Notification: Sends alerts (email, SMS) based on events or conditions.
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Global: Accessible everywhere, can cause conflicts.
Scoped: Limited namespace, safer, more controlled development.
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Scheduled Job: Executes server-side logic at scheduled intervals.
Business Rule: Executes logic on record insert/update/delete events.
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ServiceNow: ITSM, workflow automation, cloud platform.
Jira: Primarily a project management and issue tracking tool.
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UI Policy: Client-side, affects forms in the UI.
Data Policy: Server-side, enforces data integrity even if accessed via API.
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Tables: Store data (rows/columns).
Extended Tables: Inherit fields and behaviors from a parent table.
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A field that refers to another table. Example: Caller in incident table refers to the User table.
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A dropdown field where users can select a value from predefined options.
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GlideAjax allows client scripts to call server-side scripts asynchronously to fetch data without refreshing the page.
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Reusable server-side scripts that can be called from other scripts, client scripts (via GlideAjax), or business rules.
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Script Include: Reusable code library.
Business Rule: Executes automatically on CRUD operations.
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Used during data import to map source fields to target fields in ServiceNow tables.
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A staging table used to import data from external sources before mapping it to target tables using Transform Maps.
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Domain Separation allows ServiceNow to segment data and configurations across business units while using a single instance.
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Global Role: Available across the instance.
Scoped Role: Limited to a specific application scope.
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REST API allows ServiceNow to communicate with external applications using HTTP methods like GET, POST, PUT, DELETE.
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Pre-installed applications provided by ServiceNow, such as Incident, Problem, Change, Knowledge, and Service Catalog.
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List
Pivot
Chart (Bar, Pie, Line)
Dashboard
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Draft → Review → Published → Retired/Archived
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SLA (Service Level Agreement) defines the time within which a service must be provided. Example: Incident should be resolved within 4 hours.
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SLA Definition: Sets target times for completion.
SLA Workflow: Tracks and manages SLA lifecycle automatically.
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Scoped: Only accessible within the application scope.
Global: Accessible across the instance.
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When a table extends another table, it inherits all its fields and functionality.
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Inherited Field: Comes from the parent table.
Custom Field: Created specifically in the child table.
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Centralized IT service management
Automated workflows
Improved reporting and dashboards
Better compliance and audit tracking
Scalable and cloud-based solution
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ServiceNow is a cloud-based ITSM platform used to automate IT workflows, manage incidents, problems, changes, and other IT operations. In my projects, I have implemented Incident, Problem, Change, CMDB, Service Portal, and Integration with third-party tools like LDAP, Jira, and SCCM to streamline operations.
Answer:
ServiceNow follows a multi-instance architecture and is built on a single data model:
User Interface: Web, Mobile, and Service Portal
Application Layer: Business Rules, Client Scripts, UI Actions, Script Includes, Flow Designer
Database Layer: Tables, Fields, CMDB, Relationships
Integration Layer: REST, SOAP, LDAP, JDBC
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Scoped Applications are isolated applications in ServiceNow with their own namespace to avoid conflicts.
Used to develop custom apps without affecting global tables.
Managed using roles, scoped roles, and update sets.
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CMDB (Configuration Management Database) stores configuration items (CIs) and their relationships.
Best practices:
Only relevant CIs should be added.
Maintain CI relationships accurately.
Use discovery tools for automated population.
Avoid duplicate entries.
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Discovery identifies infrastructure and services.
MID Server communicates with internal networks.
Uses probes, sensors, and patterns.
Populates CMDB with accurate CIs.
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Incident: Reported by user → Assigned → In Progress → Resolved → Closed
Problem: Root cause analysis for recurring incidents → Known Error → Fix
Change: Request → Approval → Implementation → Review → Close
Followed ITIL standards and configured SLAs for automation.
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Business Rules execute server-side on database operations.
Examples of complex use:
Auto-assign incidents based on location and priority.
Update related records using GlideRecord.
Trigger SLA start/stop based on conditions.
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GlideRecord is a server-side API to interact with database tables.
Example: Auto-closing incidents older than 30 days:
var gr = new GlideRecord('incident');
gr.addQuery('state', '!=', 7);
gr.query();
while(gr.next()){
if(gr.opened_at.getDaysAgo() > 30){
gr.state = 7;
gr.update();
}
}
Answer:
UI Policies: Make fields mandatory, read-only, or visible dynamically without scripting.
Client Scripts: Handle complex validations, data calculations, or fetch server-side info via GlideAjax.
Example: On Incident form, mark Assignment Group mandatory for High Priority incidents.
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Reusable server-side JavaScript functions.
Use case: Create reusable functions to fetch CIs or calculate SLA metrics across multiple modules.
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Workflow: Legacy tool, graphical interface, often complex for approval processes.
Flow Designer: Low-code, easier to manage, integrates with sub-flows, approvals, and REST/SOAP actions.
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Update Sets track configuration changes for migration.
Managing conflicts:
Avoid working on the same object across instances.
Check for prior update sets.
Test in sub-prod before moving to production.
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Configure record-level, field-level, and table-level ACLs.
Use roles and conditions to ensure least privilege access.
Example: Only managers can close high-priority incidents.
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REST: Integration with Jira for incident sync.
SOAP: Integrating with HR or legacy payroll systems.
Used Import Sets and Transform Maps to process data.
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Service Catalog: Users request IT services, which trigger workflows.
Record Producer: Used to create records in tables like Incident, Change via catalog forms.
Example: Employee onboarding record producer creates multiple tasks automatically.
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SLA Definition: Set target time for resolution.
SLA Workflow: Starts, pauses, or stops based on conditions.
Example: Auto-reopen incidents when SLA breached.
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Java service installed on-premises.
Communicates with internal systems securely.
Supports Discovery, Orchestration, and IntegrationHub actions.
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Automates IT processes like password reset, VM provisioning, user creation.
Uses activities, PowerShell, SSH, and IntegrationHub spokes.
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Custom widgets using HTML, AngularJS, CSS.
Use Service Portal Designer for forms, catalog, and dashboards.
Example: Dynamic Incident submission form.
Answer:
Use indexed fields in queries.
Avoid nested GlideRecord calls inside loops.
Use asynchronous scripts for heavy operations.
Clean old update sets and records.
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Enforce mandatory, read-only, or field validation on server side.
Ensures data integrity even via API.
Example: Incident Priority cannot be blank on insert via REST.
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Based on Events or Record Conditions.
Email, SMS, or push notifications.
Example: Email to manager on high-priority incident assignment.
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Import Sets: Staging table for bulk data import.
Transform Map: Maps source fields to target table fields.
Example: Import CSV of user data into cmn_location table with mapping rules.
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Follow Update Set Migration.
Validate scripts in Dev → Test → Production.
Use source control integration (Git) for scoped apps.
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Segments data by business unit.
Scoped apps and tables can be domain-specific.
Example: Multiple subsidiaries with same instance but isolated data.
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Use Dependency Views to visualize relationships.
Populate relationships via Discovery, Service Mapping, or manual linking.
Example: Server → Application → Business Service relationships.
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Discovery: Discovers devices and infrastructure.
Service Mapping: Maps applications to underlying CIs to understand service dependencies.
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Custom REST endpoints with scripting to fetch, create, or update records.
Example: Fetch incidents by priority and return JSON response.
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Calls server-side scripts asynchronously from client scripts.
Example: Auto-fill Assignment Group based on selected category without page reload.
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Scheduled Job: Legacy, GUI-based scheduling.
Scheduled Script Execution: Server-side script scheduled via cron for automation.
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Use gs.log(), gs.error(), gs.warn() in scripts.
Implement try-catch blocks for error handling.
Notify via logs or email in case of critical failures.
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Analyze release notes for new features.
Test custom scripts, workflows, integrations in sub-prod.
Perform regression testing and document issues.
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Use Flow Designer or Workflow for multi-level approvals.
Include conditions for auto-approval, rejection, or escalation.
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Use GitHub integration.
Maintain branches for Dev, Test, Prod.
Commit updates regularly and track changes in update sets.
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Auto-assign incidents based on category and location.
Trigger SLA calculation automatically.
Notify users and managers based on incident priority.
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Draft → Review → Publish → Retire.
Categorize by department and service.
Control access via roles and domains.
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Use Conditions and If-Else branches in Flow Designer.
Example: For high-priority incident → Notify manager → Assign to senior team.
Low-priority → Auto-resolve with knowledge base article.
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Automate user provisioning/de-provisioning.
Sync roles and groups from Active Directory.
Example: Auto-create user in ServiceNow with required roles on onboarding.
Answer:
Developed using HTML, AngularJS, CSS, Client Scripts.
Example: Dynamic dashboard to display user incidents, approvals, and requests.
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Configure indicators, breakdowns, and data sources.
Create dashboards with trends and KPIs.
Example: SLA compliance report over last 6 months.
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Use scoped roles and ACLs.
Limit global table access.
Avoid hard-coded user IDs.
Encrypt sensitive data fields.
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Probes: Collect data from network devices.
Sensors: Process probe data and update CMDB.
Used for automated inventory and mapping CIs.
Answer:
Used spokes for REST, SOAP, JDBC, and FTP integrations.
Example: Auto-create Jira tickets from high-priority incidents.
Enables codeless automation for external integrations.
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Configure events for alerts.
Map events to CIs.
Trigger notifications and auto-remediation scripts.
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Use .addQuery() filters instead of querying all records.
Avoid nested loops on queries.
Use gr.setLimit() for large datasets.
Async scripts for heavy data processing.
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Review Import History and Transform Logs.
Validate mappings and scripts.
Use Coalesce to prevent duplicate records.
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Configured Agile Development plugin.
Created Scrum boards, sprints, user stories, and epics.
Generated velocity and burndown reports.
Answer:
Identified slow queries using Stats, Query Debugging.
Optimized GlideRecord calls, added indexes.
Removed unnecessary business rules or scripts on high-volume tables.
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Created reports (list, pivot, charts).
Scheduled emails to users/managers with conditions.
Example: Daily SLA compliance report to IT manager.
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Suggested articles appear during incident creation.
Reduces duplicate incidents and provides solutions to end users.
Knowledge articles can be auto-linked to incidents upon resolution.
Answer:
Enable auditing on critical tables.
Configure roles and ACLs for data security.
Generate audit reports for ITIL processes.
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Compare update sets before moving to Prod.
Merge conflicting records manually.
Use Naming conventions to avoid conflicts.
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Track hardware/software assets lifecycle.
Integrate with CMDB for relationship mapping.
Example: Auto-decommission asset when CI is retired.
Answer:
Used for CI/CD integration with tools like Git, Jenkins.
Automates deployment pipelines for Scoped Apps.
Monitors build and release statuses from ServiceNow.
Answer:
Prioritize tickets based on impact and urgency.
Investigate root cause using logs, scripts, and CMDB.
Implement fixes or coordinate with developers.
Document resolution and close with SLA compliance.
