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 …

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 …

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 …

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
   • Back up any update sets …
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Recently, a customer asked us to remove their Get Help catalog item from the list of Popular Items in the Service Portal because it’s not really an item (it’s a record producer) and it’s accessed from the home page as well as being in the menu bar so it doesn’t really belong under Popular Items. The challenge was, how could this be done WITHOUT changing/modifying the …

Modal popups are an effective way of interacting with users when more information is required than would ordinarily be available on a screen. For example, confirming a deletion or getting more information when someone is submitting a record. ServiceNow has a client-side API called GlideModal but the documentation is focused around displaying records or lists from ServiceNow rather than ad-hoc modal details …

It’s common for organisations to want something a little bit more than what is on offer by ServiceNow in its service portal, but without breaking any core functionality. In this article, we’ll look at how you can manipulate an existing out-of-the-box widget WITHOUT modifying it. One option is to clone the widget and change it but that causes your cloned …

Don’t underestimate the importance of user satisfaction If there’s one defining characteristic of the social media revolution it’s “make life easy.” Why did Facebook win out over MySpace? Facebook made it easy to connect, easy to post, easy to find people, easy to interact. Amazon, Google, Twitter and Facebook have spent the last decade refining their technology to lower the …

ServiceNow’s service portal offers a lot of flexibility for customers wanting to offer complex and sophisticated offerings to their users. Catalog client scripts can run on load, on change and on submit, but often there’s a need for a common library of functions to be shared by these scripts (so they’re maintained in just one place and produce consistent results) …