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) …

Splunk is a software platform designed to search, analyze and visualize machine-generated data, making sense of what, to most of us, looks like chaos. Ordinarily, the machine data used by Splunk is gathered from websites, applications, servers, network equipment, sensors, IoT (internet-of-things) devices, etc, but there’s no limit to the complexity of data Splunk can consume. Splunk specializes in Big …

ServiceNow uses a special type of super flexible variable to store information in what appears like a single field, but is actually a complex storage/management system with a database column type called glide_var.As each record can have a different number of variables stored as key/value pairs, there’s no easy way of dot-walking to the name of the variable within the …

ServiceNow has implemented Governance, Risk and Compliance (GRC) based on the OCEG (Open Compliance & Ethics Group) GRP Capability Model. What is GRC?

• Governance allows an organisation to reliably achieve its objectives
• Risk addresses uncertainty in a structured manner
• Compliance ensures business activities are undertaken with integrity

Whether organisations formally recognize GRC or not, they all need to …

Effective ICT departments are increasingly reliant on solid software and hardware asset management, yet the concept can often strike fear into the hearts of organisations as the complexity and work involved can seem endless. Indeed, Asset Management can be like trying to reach the moon with a step ladder! New advances in ServiceNow seek to change that ladder into a …