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Monthly Digest & Highlights

 

In October, ServiceNow Community hosted 8 Ask the Expert Sessions. Here are the summaries with Q&A highlights of each session. These sessions are available on-demand to watch at your convenience. And, if you still have questions regarding the topic, you can still post them in the discussion thread to get answers directly from the experts!

 

 

1.    Webinar -  Now on Now – Inside ServiceNow

2.    Webinar - Increase IT and Business Results with Performance Analytics

3.    Webinar -  DemoNow - Enable Service Automation Across any Department

4.    Live Q&A - System Clone - What is Cloning, How it Works & Best Practices

5.    Live Chat -  Ask The Expert: Live Chat TechNow | Eureka REST API

6.    Live Chat - Ask The Expert: Live Chat CMS Implementation - Best Practices

7.    Live Chat - Ask The Expert: Live Chat Workflow | Credentials, Run Powershell & Run SSH Activities

8.    Live Q&A - Ask The Expert: Live Q&A CMS & User Interface and Experience

 

 

 

 

I. Webinar | Now on Now: Inside ServiceNow


Experts: Alison Quattrocchi

 

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Summary: Here at ServiceNow, we leverage our own ServiceNow Service Automation Platform, including built-in and custom applications to extend the IT service model to almost every department across the enterprise. Find out how ServiceNow and a structured IT service model help us deploy new services faster while expediting adoption across departments. Watch this webinar to learn:

    • To deploy an IT service model outside of IT to empower the business
    • Provide transparency into work being completed and opportunities for process improvements
    • Custom apps can increase efficiencies across and between departments
    • Integration with departmental systems of record and ServiceNow facilitate data sharing


Register to watch on-demand

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II.  Webinar | Increase IT and Business Results with Performance Analytics

 


Expert: David van Heusden & Alison Quattrocchi


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Summary: How can you improve performance, increase enterprise agility and show the business value of IT if you don't have visibility into the performance of your organization? Enter Performance Analytics. With ServiceNow Performance Analytics you can bridge the gap between operational, real-time information and monthly SLA-type reporting with mobile-enabled analytics that provide powerful “in advance” insight that allows you to accomplish desired outcomes. Learn how to leverage the world’s largest KPI library and access out-of-the-box KPIs for all major IT processes as well as how to:

    • Get a grip on your processes and services to drive performance improvements
    • Make informed decisions that allow you take corrective action before failing to meet your SLA targets
    • Save time, resources and money by using performance scorecards and intuitive, graphical dashboards

 

Register to watch on-demand

 

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III. Webinar | DemoNow - Enable Service Automation Across any Department

 

Expert: Keyvan Berenjian


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Summary: Many departments within an organization, from Human Resources to Marketing and everything in-between, are service providers to internal “customers”. These departments are often bogged down by email requests and manual processes. As an IT professional, you have the power to change all of this by enabling your entire business to work within the IT framework of workflows, automation and self service. In this webinar, we will show you how ServiceNow enables your HR and Facilities Department right out of the box, as well as any other department with our Service Creator feature. During this webinar we will demonstrate:

    • HR Service Automation: Enable your HR team to get out of email requests and into automation and self service
    • Facilities Service Automation: Give your facilities team the tools they need to keep the business running
    • Service Creator: Learn how to create a new application for any department in your enterprise


Register to watch on-demand

 

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IV. Live Q&A | Cloning - What is Cloning, How it Works & Best Practices

 

Experts: Xuejia Lu & Xiaoyi Ye

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Summary: Experts will provide a brief overview of ServiceNow System Cloning:

    • What is System Clone
    • How does it work?
    • How to plan for a clone
    • How to submit a clone request
    • Common issues
    • Best Practices

 

Q&A Highlights:


Jim Coyne (CompuCom) asks:

(1) How can we find out the backup schedule for the instances so we can schedule the clones right after a production backup?

 

(2)How does the sub-production backup schedule affect the cloning process?

 

(3) Are the username and password on the Clone Target records used at any other point after that record is initially authenticated and created?  If not, why bother saving them?  Just authenticate like when we schedule a clone.  If so, then it's safe to assume we need to maintain the password whenever the user changes it, correct?


xiaoyi ye answers:

(1) Thanks Jim, backups are taken during non-core business hours daily. Once you checked in your code, we recommend you wait 24 hours to schedule your clone.

(2) If sub-prod is your target, there is no affect. The next backup schedule will backup your target instance with the new cloned data.


Xuejia Lu answers:

(3) Yes, the username and password on the Clone Target records are used (later) when the clone node needs to talk to target database for authentication in order to write data. User needs to update the username and password for the clone target record if user changes username and password.


Join the Discussion  | Post Questions | Read Q&A's


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V. Live Chat | TechNow - Eureka REST API


Experts: Chuck Tomasi & Andrew Kincaid


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Summary:  Join Chuck Tomasi and Andrew Kincaid as they guide you Eureka's REST API.

 

Q&A Highlights:

 

Deepak Ingale asks:

(1) I would like to know whether JSONv2 is essential for using REST API. Also would like to know in details functionality of each method associated with REST like PUT, POST etc. How do we retrieve the Response of REST methods in scrits like BR. What are the properties and functions associated with REST.


Chuck Tomasi answers:

No JSONv2 is not required for using REST API. A lot of people were previously using JSONv2 as a workaround to REST, but the Eureka RESTful API is much more robust that I recommend it as the "go to" protocol if it's available on both ends. Much simpler than SOAP, yet much more powerful that JSONv2. I mentioned this in the video if you get a chance to watch it.


Tariq Rashid asks:

(2)I'm interested to know if ServiceNow has tool or capability to generate java stub class for table, e.g. cmdb_ci_server. I would like to use GSON serialized api to create/populate this binding automatically after executing REST getRecord api call.


Chuck Tomasi answers:

No JSONv2 is not required for using REST API. A lot of people were previously using JSONv2 as a workaround to REST, but the Eureka RESTful API is much more robust that I recommend it as the "go to" protocol if it's available on both ends. Much simpler than SOAP, yet much more powerful that JSONv2. I mentioned this in the video if you get a chance to watch it.


Join the Discussion  | Post Questions | Read Q&A's


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VI.  Live Chat | CMS Implementation - Best Practices


Experts: Brad Tilton


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Summary: Join Brad Tilton from Cloud Sherpas to gain deeper insights into how Cloud Sherpas utilizes ServiceNow platform to roll now CMS sites.


Join the Discussion  | Post Questions | Read Q&A's


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VII. Live Chat Workflow | Credentials, Run Powershell & Run SSH activities


Experts: Russ Sarbora

 

Summary: The topic this month: Credentials and the Run Powershell and Run SSH activities

    • How PowerShell and SSH activities execute,
    • How credentials are used
    • How the MID server is involved
    • Review some common pitfalls users encounter due to the differences between Powershell and SSH execution.


Join the Discussion  | Post Questions | Read Q&A's


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VIII. Live Q&A | CMS & User Interface and Experience


Experts: Adam Mills


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Summary: CMS & User Interface and Experience | CardsNow - Rendering Data for an improved User Experience


Join Adam Mills from Imperial College London  as he leads a new Ask the Expert Live Chat series on the topic of CMS & User Interface and experience using CSS3, JQuery and Javascript to render data from ServiceNow tables in a more visually pleasing and, more importantly, user-centric manner.  For this month's area of focus, Adam will talk about Rendering Data for an Improved User Experience, CardsNow.

 

Chances are that your ServiceNow implementation is a data-rich platform with information on everything from people to software, to servers and more. Searching and sorting through thousands of rows of data can be cumbersome and time consuming. What if that data could instantly searched in real time and rendered in a more accessible and intuitive fashion? This is where 'Cards' comes in, or as Adam calls it: CardsNow.

 

Join the Discussion  | Post Questions | Read Q&A's


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