Articles

ServiceNow Safe Workplace Suite

ServiceNow Safe Workplace Suite

As Australia continues to establish it’s new COVID normal, the time has never been better to consider the utilization of ServiceNow’s Safe Workplace Application suite. With JDS expertise on the Now Platform, you can set up a Health application for your employees in a fraction of the time a traditional Health & Safety solution would take to configure! By using …
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Performance Testing of Large Scale National Sales Event Website

Performance Testing of Large Scale National Sales Event Website

Summary JDS was engaged to performance test a National Sales Event at a very large scale in 2020. There are multiple events which happen throughout different periods of the year but this particular engagement was in preparation for the largest sales event of the year. Test Scenario Approach and Modelling Typical performance load tests would start off with a conservative …
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/ Blog, Performance Testing
Working With ACLs In ServiceNow

Working With ACLs In ServiceNow

ACLs or Access Control Lists are the process by which ServiceNow provides granular security for its data and can be applied to individual records, as well as fields within those records. When working with ACLs, it is extremely important to note that the order in which an ACL definition is evaluated has performance implications. These are:

  1. Roles
  2. Criteria
  3. Script

  4. Read More

/ ACL, Blog, security, ServiceNow, ServiceNow
How ServiceNow's 'Virtual Agent' can assist your organisation: Part 4

How ServiceNow’s ‘Virtual Agent’ can assist your organisation: Part 4

This blog entry is part of a four-part blog series on how ServiceNow’s Virtual Agent can assist your organisation. See Part 1 HERE See Part 2 HERE See Part 3 HERE Part 4: Experiences Matter Through this blog series I have spoken about, through Virtual Agent, it is easier to empower users, create more opportunities for contactless resolution and create …
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/ Blog, ServiceNow, ServiceNow, virtualagent
How ServiceNow's 'Virtual Agent' can assist your organisation: Part 3

How ServiceNow’s ‘Virtual Agent’ can assist your organisation: Part 3

This blog entry is part of a four-part blog series on how ServiceNow’s Virtual Agent can assist your organisation. Part 3: Operational Insight & Accuracy Every day that a service desk is operational, it creates data, both useful and not so useful. As time continues though it can become quite overwhelming and the data that was once useful can be …
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How ServiceNow's 'Virtual Agent' can assist your organisation: Part 2

How ServiceNow’s ‘Virtual Agent’ can assist your organisation: Part 2

This blog entry is part of a four-part blog series on how ServiceNow’s Virtual Agent can assist your organisation. Part 2: Contactless Resolution Contactless resolution, no contact resolution and zero contact resolution are three ideas that are similar in concept, but are all trying to get essentially the same result. This concept is not new at all, despite it getting …
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How ServiceNow's 'Virtual Agent' can assist your organisation: Part 1

How ServiceNow’s ‘Virtual Agent’ can assist your organisation: Part 1

This blog entry is part of a four-part blog series on how ServiceNow’s Virtual Agent can assist your organisation. If you talk to someone about the present state of the IT industry, artificial intelligence, virtual agent and chatbots are topics that commonly surface in one way or another. From forcibly having to “deal” with it while trying to raise a …
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How Field Service Management can help your customers

How Field Service Management can help your customers

The Challenge Field agents are typically the face of most organisations, yet for many businesses, those resources and their day-to-day duties have been overlooked when it comes to workflow optimisation. Customer service centres and help desks are rarely aligned with the technicians responsible for addressing issues in the field, which can result in multiple calls, emails and at times, tickets …
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Micro Focus

ServiceNow Upgrade Process

With ServiceNow committing to two major releases a year and only allowing customers to operate on n-1, having a well understood upgrade process is not a luxury, it’s a necessity. To reduce the risk of disruption to the business during upgrades, JDS recommends organisations adopt a clearly defined strategy for upgrades.

  1. Prepare Environments
/ ServiceNow, ServiceNow