ServiceNow

Using Common Functions in the Service Catalog

Using Common Functions in the Service Catalog

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).

For example, in this case, if the start date, end date or the SAP position changes, the same script needs to run to calculate who the approvers are for a particular request.

Rather than having three separate versions of the same script, we want to be able to store our logic in one place. Here’s how we can do it.

 

Isolate Script

Although the latest versions of ServiceNow (London, Madrid, etc) allow for scripts to be isolated or not, giving ServiceNow admins either the option of protecting (isolating) their scripts or accessing broader libraries, in practice, this can be a little frustrating to implement, so in our example, we’ll use an alternative method to introduce external javascript libraries.

 

UI Scripts

UI scripts, like the one listed below, are very powerful, but they’re also very broad, being applied EVERYWHERE and ALWAYS, so we’ll tread lightly and simply add a function that sets up the DOM for access from our client scripts.

As you can see, we now have some variables we can reference to give us access to the document object, the window object and the angular object from anywhere within ServiceNow.

In theory, we could attach our SAP position changes script here and it would be accessible but it would also be loaded on EVERY page ServiceNow ever loads, which is not good. What we want is a global function accessible only from WITHIN our catalog item, so we’ll put this in an ON LOAD script using our new myWindow object.

The format we’re using is…

myWindow.functionName = function(){

console.log('this is an example')

};

This function can then be called from ANYWHERE within our catalog item (on change or on submit). Also, notice the semi-colon at the end of the window function. Don’t forget this as it is important as we’re altering an object.

Now, though, any time we want to call that common function, we can do so with a single line of code.

 

Following this approach makes maintenance of the logic used by the approval process easy to find and alter going forward.

Conclusion

To learn more about how JDS can optimize the performance of ServiceNow, contact our team today on 1300 780 432, or email contactus@jds.net.au.

Our team on the case

Document as you go.

Peter Cawdron

Consultant

Length of Time at JDS

5 years

Skills

ServiceNow, Loadrunner, HP BSM, Splunk.

Workplace Passion

I enjoy working with the new AngularJS portal in ServiceNow.

Our ServiceNow stories

Posted by Jillian Hunter in Blog, ServiceNow, 0 comments
ServiceNow Archiving

ServiceNow Archiving

Picture this: you've had ServiceNow in your organisation for a couple of years, and you’re starting to notice the number of older records accrue, perhaps to the point where performance isn’t what it used to be. Not all of us have the processing power of the Matrix to handle everything at once!

Forgotten records are not isolated problems for businesses, but it’s an easy issue to address especially if you want to improve instance speeds and efficiency. Unlike overflowing filing cabinets in your office, the impact is easily missed until problems arise. Now is as good a time as ever to embrace the bright start of the new year, and consider refreshing your data to improve system performance.

ServiceNow can help with the System Archiving application. This allows you to configure archival and disposal rules specific to your business recordkeeping.

Archiving

Archiving data simply moves data to an archive table using rules configured to meet your retention requirements. These rules automatically run, ensuring data refresh is ongoing.  

In the example below, a SME business has over 5000 incident records and they’re keen to automate archive incidents which are inactive and closed over a year ago.

 

The key point to remember is to not archive records which are likely to be required for reporting. While archived records can be restored to their original tables, they are not designed to be reported on nor are they optimised for searching.

Disposal

Now our SME has archival rules, their next step would be to review the disposal rules. As with hard copies, no one wants records sitting in archive for all eternity. That’s a lot of filing cabinets!

Ideally, our SME would work closely with record managers and data owners to come to an agreement on when records can safely be disposed of. For example, it could be agreed that 2 years after the archival date of an incident record, it can safely be disposed. Government regulations are often 5 to 7 years for sensitive data, and when that date rolls around, disposal rules can automatically rid you of the load.

Conclusion

Is 2019 the year you consider the automated refresh of ServiceNow records for your business? JDS can work with you to review your ongoing needs and help determine safe archival and disposal rules that suit.

Conclusion

It doesn't need to be complicated! Reach out to us and we can help you.

Our team on the case

Nicole Harvey

Nicole Harvey

Length of Time at JDS

Since July 2018

Skills

Workplace Solutions

 

Workplace Passion

 

Our ServiceNow stories

Posted by Jillian Hunter in Blog, ServiceNow, 0 comments
Browser Console

Browser Console

When working on ServiceNow portal widgets, etc, it can be useful to write out information to the browser’s console log.

You can display the browser console by pressing F12 but, as you’ll notice, the console is a bit noisy. Writing information to the console is useful, but it can be difficult to spot the exact information you’re looking for.

There are a number of console commands, but in this article we’ll only focus on the log action and how that can be used to simplify debugging a service portal widget in ServiceNow.

In javascript, all that’s needed to write to the log is…

console.log('this is important information')

But try finding that in your log when the log extends for a few pages.

There are a couple of tricks to simplify this, one is to add a dash of color.

console.log('%cthis is important information','color:red')

You can even add different colors to highlight different pieces of information by adding multiple styling breaks.

var thisObject = {'name':'John Smith', 'address':'123 Eagle St', 'company':'JDS Australia', 'occupation':'ServiceNow consultant'}

for (var thisField in thisObject){
console.log('%c' + thisField + ' = %c' + thisObject[thisField], 'color:green', 'color:red');
}

As you can see, it’s very easy to find the debugging information we’re looking for, but there’s one other tip that might come in handy and that’s using the console filter.

At the top of the console log there’s a filter that can allow you to isolate exactly what you’re looking for, allowing you to remove all the noise.

If we add a unique preface to all our log statements, we can then filter on that to see only the information that’s important to us. In this example, we’ll use a double colon (highlighted in yellow in the image below).

console.log('%c::this is important information','color:red');
var thisObject = {'name':'John Smith', 'address':'123 Eagle St', 'company':'JDS Australia', 'occupation':'ServiceNow consultant'}

for (var thisField in thisObject){
console.log('%c::' + thisField + ' = %c' + thisObject[thisField],'color:green','color:red');
}

The console log is a useful way of streamlining portal development so use it to the fullest by filtering and/or coloring your inputs so you can debug your widgets with ease.

Conclusion

It doesn't need to be complicated! Reach out to us and we can help you.

Our team on the case

Document as you go.

Peter Cawdron

Consultant

Length of Time at JDS

5 years

Skills

ServiceNow, Loadrunner, HP BSM, Splunk.

Workplace Passion

I enjoy working with the new AngularJS portal in ServiceNow.

Our ServiceNow stories

Posted by Jillian Hunter in Blog, ServiceNow, 0 comments
Glide Variables

Glide Variables

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 glide_var as the names can change from record to record within the same table! You can, however, detect and retrieve variables from a glide_var by treating the gliderecord field as an object.

In this example, from an automated test framework step, you can see each of the variables and their values from the database glide_var column inputs.

var gr = new GlideRecord('the table you are looking at')
gr.get('sys_id of the record you are looking at')

for(var eachVariable in gr.inputs){
gs.info(eachVariable + ' : ' + gr.inputs[eachVariable])
}

If you run this in a background script you’ll see precisely which variables exist and what their values are.

Conclusion

It doesn't need to be complicated! Reach out to us and we can help you.

Our team on the case

Document as you go.

Peter Cawdron

Consultant

Length of Time at JDS

5 years

Skills

ServiceNow, Loadrunner, HP BSM, Splunk.

Workplace Passion

I enjoy working with the new AngularJS portal in ServiceNow.

Our ServiceNow stories

Posted by Jillian Hunter in Blog, ServiceNow, 0 comments
Governance, Risk & Compliance

Governance, Risk & Compliance

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 undertake some form of governance over their business activities or they will not be able to reliably achieve their goals.

When it comes to risk, recognising and addressing uncertainty ensures the durability of an organisation before it is placed in a position where it is under stress. Public and government expectations are that organisations will act with integrity; failure to do so may result in a loss of revenue, loss of social standing and possibly government fines or loss of licensing.

Governance, Risk and Compliance is built around the authority documents, policies and risks identified by the organisation as important.

Depending on the industry, there are a number of standards authorities and government regulations that form the basis for documents of authority, providing specific compliance regulations. ISO (the International Organisation for Standardization) has established quality assurance standards such as ISO 9000, and risk management frameworks such as ISO 31000, or ISO 27000 standards for information security management.

In addition to these, various governments may demand adherence to standards developed to protect the public, such as Sarbanes-Oxley (to protect investors against possible fraud), HIPAA (the US Health Insurance Portability and Accountability Act of 1996) and GDPR (the European Union’s General Data Protection Regulation). ServiceNow’s GRC allows organisations to manage these complex requirements and ensure they are compliant and operating efficiently.

The sheer number of documents and standards, along with the complexity of how they depend on and interact with each other, can make GRC daunting to administer. ServiceNow has simplified this process by structuring these activities in a logical framework.

Authority documents (like ISO 27000), internal policies and risk frameworks (like ISO 31000) represent a corporate library—the ideal state for the organisation. The question then becomes, how well does an organisation measure up to its ideals in terms of policies and risks?

ServiceNow addresses this by using profile types.

Profile types are a means of translating polices and risks into practice.

When policy types are applied to policy statements, they form the active controls for an organisation— that is, those controls from the library that are being actively monitored.

In the same way, when risks are applied to policy types, they form the risk register for the organization. This is the definitive list of those specific risks that are being actively measured and monitored, as opposed to all risks.

This approach allows organisations to accurately measure their governance model and understand which areas they need to focus on to improve.

The metrics supporting GRC profile types can be gathered manually via audit-styled surveys of employees and third-parties, or in an automated fashion using information stored elsewhere within ServiceNow (such as IT Service Management or Human Resources). In addition to this, GRC compliance metrics for the various profile types can be gathered using orchestration and automation, and by integrating with other systems to provide an accurate view of governance, risk and compliance.

If you would like to learn more about how ServiceNow can support your organisation manage the complexity of GRC, please speak to one of our account executives.

Conclusion

It doesn't need to be complicated! Reach out to us and we can help you manage your organizational risks.

Our team on the case

Document as you go.

Peter Cawdron

Consultant

Length of Time at JDS

5 years

Skills

ServiceNow, Loadrunner, HP BSM, Splunk.

Workplace Passion

I enjoy working with the new AngularJS portal in ServiceNow.

Our ServiceNow stories

Posted by Jillian Hunter in Blog, ServiceNow, 0 comments
Asset Management in ServiceNow

Asset Management in ServiceNow

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 rocket - here’s how.


Business Goals (Launch Pad): Truly understanding your business goals and processes is an important and often underrated start to successful asset management. Clarifying business requirements allows us here at JDS to recommend suitable approaches to customers and help realise benefits faster. A recurring challenge we address is reducing unnecessary costs in over-licensed software. Through the power of ServiceNow technology, we can help you automate the removal and management of licenses.

Accurate Data (Rocket Fuel): Accurate data is the fuel behind asset management. With asset data commonly scattered across multiple systems, trusted data sources are paramount; often with organisations reliant on these to track and extract information for reports and often crucial decisions. JDS is experienced in tools such as ServiceNow Discovery and integrations with third-party providers like MicroFocus uCMDB, Microsoft SCCM and Ivanti LANDESK – proven solutions to assist management teams with data for business strategy.Using ServiceNow, we can help plan data imports/transformations to ensure information is accurate. This means asset info can be normalised automatically to improve data quality and ensure accurate reporting.

 

Asset Management on ServiceNow (Rocket Engine): With clear business goals and a focus on accurate data, ServiceNow also has further capabilities to propel your asset management process. Customers can now manage the lifecycle of asset management with refined expertise. JDS are champions of this automation process, particularly as proven benefits include streamlining and having an entire lifecycle consolidated and managed from one location, to greatly improve visibility and overall management.

 

Ongoing Management (Control Panel): With robust asset management now implemented, customers need a suitable control panel to help maintain momentum and drive continuous process improvement. Utilising a mix of existing ServiceNow and customised reports and dashboards, organisations are now able to easily digest data like never before.

Example of Software Asset Management

Example of Hardware Asset Management

Our team here are experienced in assisting customers setup ongoing asset reviews and audits on these platforms. One example of how we’ve customised this process, is by automating regular asset stocktake tasks, which can then be monitored and reported on the ServiceNow platform.

Conclusion

Successful Asset Management can be a journey, yet well worth the effort by significantly improving on processes and reducing operational costs. Our team are experts in devising solutions with customers, to realise and maximise the value of efficient asset management; and help firmly plant your organisation’s foot and flag on the moon!

Conclusion

Need help in planning and implementing a robust asset management solution? Reach out to us with your current challenges, we would love to help.

Our team on the case

Nicole Harvey

Nicole Harvey

Length of Time at JDS

Since July 2018

Skills

Workplace Solutions

 

Workplace Passion

 

Our ServiceNow stories

Posted by Jillian Hunter in Blog, ServiceNow, 0 comments
Understanding Database Indexes in ServiceNow

Understanding Database Indexes in ServiceNow

ServiceNow uses the MySQL database to manage its information, so whenever users are looking at a list of records they’re looking at the results of a database query.

Like all databases, MySQL is designed to handle large volumes of information in the most efficient manner possible. To do this, MySQL has a concept known as indexes. These work very much like the index in the back of a book. Instead of flipping through every page looking for something, a quick trip to the index can let you find all the references for a subject in one spot. In the same way, table indexes increase the speed of database queries.

Real world example

Here’s a real world example of a user waiting upwards of a hundred seconds for the following query on a table with 200,000 rows.

On investigation, it became apparent that there was a database index that should cover this scenario, but it wasn’t being automatically picked up by ServiceNow because of the way indexes work.

Indexes are ONLY used if the columns within them are used seqentially, and this is an important point to understand.

Understanding index order

It doesn’t matter which order the columns are used within the query itself, but they MUST occur based on the order in which they have been put into the index as read from left to right. For example, when it comes to this particular index, the following holds true.

Also, it’s important to note that key columns (like Assignment Group) probably occur in several indexes, so just because this particular index isn’t used doesn’t mean no index will be used. Another index might pick up where this one leaves off.

When a query or report is run, the database engine will examine all the indexes on the table to determine which is most efficient index to use.

All the reference fields used in ServiceNow have an index applied to them, but these aren’t always the most efficient way to query the database. For example, consider these two indexes.

  1. Assigned To, Active
  2. Active, Assignment Group, Assigned To, Number

The first index is the default index for the Assigned To column as a reference field. Although it filters on Active, that is only applied AFTER the Assigned To.

The second index is the one we’re examining, but it can only be used if Assignment Group is also used (following the order of the index from left to right).

If you have a table with a million rows but only 20,000 of them are active, then which of these approaches will be more effective?

a) Select EVERY entry assigned to a person and only then filter on active records
b) Select ONLY active records and then filter on that person

As 98% of the records are inactive, option (b) will produce the best results as it will completely ignore 980,000 records before it starts filtering by name.

So in this case, querying by Active, Assignment Group and Assigned To will be considerably quicker than querying by Assigned To and then Active.

Going back to our real world example, we can see that our index is NOT being used because the very first column in the index hasn’t been included so none of the other parts of the index are being applied. By adding Active we’ll bring this index into play.

And the results?

We’ve gone from 100 seconds down to less than one second!

In this particular case, the results were exactly the same as this person was only actually interested in active records anyway but forgot to include Active in their query, but what if we wanted both active and inactive results? Ah, this is where it gets interesting…

Again, by including Active we’re allowing the MySQL database to use this index and improve performance, and look at the results.

Rather than waiting almost two minutes, we have our results in under a second.

In theory, this query is now exactly the same as the original (which didn’t specify whether a record was active or not) and yet look at how much faster it is because the database can use this index.

Also, it’s interesting to note, that in the absence of this index, the database would have used index (2) above, but because active was applied second it was grossly inefficient.

Trying this same approach on a table with 2.7 million rows, retrieving ALL the rows (with no query) took 21 seconds. Using the seemingly counterintuitive approach of "active=true or active = false" consistently reduced that to 13 seconds, and still returned all 2.7 million rows! That’s a reduction of 40% in the query time!

JDS doesn’t recommend using this "active=true or active=false" query. It’s included only as an example to help make the point. All list views should have a query behind them, and those queries should be based on the underlying database indexes.

The lessons from this are...

  • Don’t underestimate the importance of your database indexes.
  • Be sure to conduct an audit of your commonly used application modules and slow running transactions to make sure the queries in them leverage database indexes properly.

Find out more

To learn more about how JDS can optimize the performance of ServiceNow, contact our team today on 1300 780 432, or email contactus@jds.net.au.

Our team on the case

Document as you go.

Peter Cawdron

Consultant

Length of Time at JDS

5 years

Skills

ServiceNow, Loadrunner, HP BSM, Splunk.

Workplace Passion

I enjoy working with the new AngularJS portal in ServiceNow.

Our ServiceNow stories

Posted by Jillian Hunter in Blog, ServiceNow, 0 comments
Accelerate upgrades with ServiceNow Automated Test Framework

Accelerate upgrades with ServiceNow Automated Test Framework

Upgrade more often

In 2019, ServiceNow will move to “N-1” upgrades, meaning you can’t be more than one release behind before ServiceNow will force the upgrade to your platform, ready or not.

It’s nothing to be afraid of. The evolution of enterprise to the cloud means we can break free from the shackles of the old on-premise software model. ServiceNow takes care of all the back-end technical changes, which eliminates a lot of the burden that has made upgrades slow and expensive.

Your challenge now is to make sure that nothing in the upgrade process disrupts your business. Test automation with ServiceNow ATF can help – see our technical post here for more on that.

Accelerate test automation with JDS Kick Start

We can help you get started with ServiceNow ATF. In just a few days, the JDS ServiceNow ATF Kick Start engagement will provide you with the detail you need to scope and plan automation of testing across your platform.

JDS brings over a decade of experience in test automation, and our experienced ServiceNow team can help with a rapid assessment of your platform.

Register your interest

JDS Kick Start

JDS ServiceNow ATF Kick Start includes:

  • Identification of the top use cases that are candidates for automation
  • Joint review and refinement of use cases
  • Report and recommendations for automation

Call us

To find out more and to book a Kick Start – email servicenow@jds.net.au or call 1300 780 432 to reach our team.

We partner with leading technologies

Fast-track ServiceNow upgrades with Automated Testing Framework (ATF)

Fast-track ServiceNow upgrades with Automated Testing Framework (ATF)

Why automate?

ServiceNow provides two releases a year, delivering new features to consistently support best practice processes. ServiceNow has flagged they will move towards “N-1” upgrades in 2019, meaning every customer will need to accept each release in the future. To keep up, ServiceNow customers should consider automated testing. This can provide regression testing, completed consistently for each release, and reduce the time and effort needed per upgrade. Effective test automation on ServiceNow is provided by the Automated Testing Framework (ATF), which is included in the ServiceNow platform for all applications. It enables no-code and low-code users to create automated tests with ease. Aided by complementary processes and methodology, ATF reduces upgrade pain by cutting back on manual tests, reducing business impact and accelerating development efficiency.

What is the Automated Test Framework?

Testing frameworks can be viewed as a set of guidelines used for creating and designing test cases. Test automation frameworks take this a step further by using a range of automation tools designed to make the practice of quality assurance more manageable for testing teams.

ServiceNow’s ATF application combines the above into an easy to use and implement solution specifically for ServiceNow applications and functionality. Think of ATF as a tool to streamline your upgrade and QA processes by building tests to check if software or configuration changes have potentially ‘broken’ any existing functionality. It also means developers would no longer be required to start invasive activities like code refactoring to generate new test cases.

Overview of test creation in ServiceNow ATF - click to enlarge

ATF’s unique features include:

  • Codeless setup of test steps and templates (reusable across multiple tests)
  • Testing Service Catalog from end-to-end including submitting Catalog forms and request fulfilment
  • Module testing e.g. ITSM (Incident, Problem & Change Management)
  • Testing forms in the Service Portal (Included in London release)
  • Batching with test suites e.g. Execute multiple tests in a defined order and trigger based on a schedule
  • Custom step configurations & unit testing using the Jasmine test framework
       

Using the codeless test step configuration in ATF to set a Variable value on a Service Catalog form

Simplify your upgrades

For most software upgrades, testing is a burdensome and complicated process, with poorly defined test practices often leading to compromised software quality and potentially, failed projects. Without automation, teams are forced to manually test upgrades - a costly, time-consuming and often ineffective exercise. In most cases, this can be attributed to a lack of testing resources and missing test processes, leading to inconsistent execution.

To address these, ATF introduces structure and enforces consistency across different tests applied to common ServiceNow use cases. Test consistency is important, as this forms a baseline of instance stability based on existing issues, meaning defects caused by upgrades are more reliably determined. ATF allows for full automation of test suites, where the run order can be configured based on tests that depend on each other.  

The following illustrates a simple test dependency created in ATF:

An example ‘hierarchical’ test structure implemented within ATF

A common issue resolved by automated testing is the impact on Agile development cycles. Traditionally, developers would run unit tests by hand, based on steps also written by the developer, potentially leading to missed steps and incomplete scenarios. ATF can be used to run automated unit tests between each build cycle, saving time through early detection and remediation of software issues along with shortened development cycles. The fewer issues present before the upgrade, the fewer issues introduced during the upgrade.

A common requirement of post-upgrade activities is to execute a full regression test against the platform. This means accounting for countless business logic, client scripts, UI policies and web forms that may have been affected. Rather than factoring all of these scenarios into lengthy UAT/Regression cycles, ATF can reduce the load on the business by running those common and repetitive test cases involving multiple user interactions and data entry.

The below example shows how a common use case for testing, field ‘state’ validation on a Service Portal form, is applied using the test step module:

Validating visible & mandatory states of variables with ATF against a Record Producer in Service Portal

Unfortunately, not everything can be automated with ATF out of the box, there are some gaps that are a result of complex UI components, portal widgets and custom development work. It is also important to note custom functionality will add overhead to the framework implementation, and will require specialised scripting knowledge and making use of the ‘Step Configurations’ module to create custom test steps.

When configured properly, it’s possible to automate between 40-60% of test cases with ATF depending on environment complexity and timeframes. The benefits can largely be seen during regression testing post-upgrade, and unit testing during development projects.

In summary, implementing an ATF is a great way of delivering value to ServiceNow upgrade projects and enabling development teams to be more agile. Assessing the scope and depth of testing using an agreed methodology is a great way to determine what is required, and to achieve ‘buy-in’ from others, rather than taking the ‘automate everything’ approach.

JDS is here to help

Recognised as experts in the local Test Automation space for over 12 years, JDS' specialist team has adapted this experience to provide a proven framework for ServiceNow ATF implementation. 

We can help you get started with ServiceNow ATF. In just a few days, a ServiceNow ATF “Kick Start” engagement will provide you with the detail you need to scope and plan ATF on your platform.

Conclusion

Want to know more? Email servicenow@jds.net.au or call 1300 780 432 to reach our team.

Our team on the case

'Please accept change'—parking ticket machine at the shopping centre near me.

Hayden Knight

ServiceNow Technical Consultant

Length of Time at JDS

Since June 2017

Skills

  • ServiceNow Configuration and System Administration
  • ITIL (ITSM)
  • Web development/IT systems administration duties
  • Business process modelling (BPMN) and analysis
  • Programming knowledge/experience—JavaScript, AngularJS, PHP
  • PostgreSQL/MySQL query and command line database management
  • Linux-based virtual machines – build, configuration and system administration
  • Experience integrating automation software within existing software development environments
  • Software versioning and development collaboration using Gitlab/Github
  • Managing remote and local Linux-based virtual machines over secure networks

Workplace Passion

As a technical consultant at JDS, I assist end-users and client organisations in achieving their IT service management goals through the integration and technical support of ServiceNow ITSM products. I’m passionate about the ways in which process automation driven by software solutions, can assist organisations and individuals in delivering a better all-around experience for both their internal and external customers. In my view, technology should be there to assist us and make work more engaging by streamlining repetitive tasks rather than becoming a burdensome addition to the everyday.

Matt Stubbs

General Manager—QLD

Length of Time at JDS

2 years

Skills

Providing the best solutions to customers using industry-leading technology.

Workplace Solutions

Matt provides the best solutions possible for our customers in Queensland, delivered by dynamic and capable local consultants, supported by the national JDS team, and using industry-leading technology from our strategic partners.

Workplace Passion

Outside of his work with JDS, Matt is a volunteer lifesaver and has a strong interest in sustainable energy and application of technologies that will transform the energy sector. He holds an Executive MBA from AGSM, Diploma of Education and Bachelor of Business—Computing from QUT, Diploma of Climate Finance from Frankfurt School of Finance and Management, as well as MSP and PMP certifications.

Our ServiceNow stories

Posted by Jillian Hunter in Blog, ServiceNow, 0 comments
Now Forum 2018

Now Forum 2018

For the third year in a row, the NOW forum was held in Darling Harbour in Sydney, Australia over 9-10 October.

The first day was CreatorCon with half a dozen labs focusing on a wide variety of topics such as Service Mapping in the CMDB, accessing external web service APIs from the Service Portal, and using the Integration Hub within Flow Designer.

JDS had a strong showing with consultants, support staff and account managers from Sydney, Melbourne and Brisbane present. Our booth allowed us to catch up with current customers and talk to organisations interested in how ServiceNow can transform business practice.

New features in London

The conference keynote focused on enabling business users to manage their own content, looking at codeless to low code, and how professional coding can ensure the smooth delivery of services.

The introduction of the virtual agent (using AI) and the new agent workspaces in ServiceNow London will change the way businesses interact with their customers, streamlining the user experience. There were also breakout sessions, labs and informal chats bringing customers up to speed with more new features in this latest release.

As always, there were some fun, innovative ways of looking at how ServiceNow integrates with other systems and processes, including a 3D printer modified with a laser etching names on pens (sharks with lasers anyone?). After completing a short catalogue item, attendees were treated to watching the device engrave their names on a custom memento of the NOW forum.

 

Making the world of work, work better for people

Although most customers won’t be considering 3D fabrication, this interactive demo did highlight how ServiceNow can become an interface for automation.

A key theme throughout the conference was looking at ways ServiceNow can reduce the burden of mind-numbing manual processes, allowing users to focus on more intelligent activities. Integration and automation should be part of any business transformation strategy as it frees up existing staff to provide greater quality of service to customers without the need for staffing increases. Watch this space, as with the advent of the Integration Hub, ServiceNow concentrates on how it can automate previously tedious, manual processes.

No conference would be complete without giveaways, swag, great food and some drinks—NOW forum being no exception. We branded ‘pop-sockets’ for mobile devices (so long dropped phones and cracked screens!), along with a draw to win a Google Home and a Sony wireless speaker.

 

If you missed NOW forum this time around, be sure to mark it on your calendar for 2019 so you can stay up to date with the latest innovations from ServiceNow.

Conclusion

To find out more about how JDS can help you with your ServiceNow needs, contact our team today on 1300 780 432, or email contactus@jds.net.au.

Our team on the case

Document as you go.

Peter Cawdron

Consultant

Length of Time at JDS

5 years

Skills

ServiceNow, Loadrunner, HP BSM, Splunk.

Workplace Passion

I enjoy working with the new AngularJS portal in ServiceNow.

Our ServiceNow stories

Posted by Jillian Hunter in Blog, ServiceNow, 0 comments
Meet us at the ServiceNow Future of Work tour

Meet us at the ServiceNow Future of Work tour

As a Silver Services Partner with ServiceNow, JDS is proud to be a sponsor of the current ServiceNow Future of Work tour. This roadshow of events is taking place across Australia in February and March.

“The ServiceNow Future of Work Tour will help you start empowering employees to do their best work now. Wherever you are on your ServiceNow journey – an existing customer, prospective customer or just interested to know more about our technology, this is a great event for you!” —ServiceNow website

This event is a great opportunity for current and prospective ServiceNow customers to learn more about the technology and speak to our experts at JDS about how it can be implemented in your business.

We look forward to attending the Future of Work events in the following cities. We hope to see you there:

  • Brisbane: 1 March, 2-5pm at the Hilton Brisbane Register
  • Adelaide: 20 March, 2-5pm at the Hilton Adelaide Register
  • Sydney: 21 March, 2-5pm at the Sofitel Wentworth Sydney Register
  • Melbourne: 22 March, 2-5pm at the Grand Hyatt Melbourne Register

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