Tim Woodruff - Learning ServiceNow: Administration and development on the Now platform, for powerful IT automation, 2nd Edition
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Copyright 2018 Packt Publishing
All rights reserved. No part of this book may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, without the prior written permission of the publisher, except in the case of brief quotations embedded in critical articles or reviews.
Every effort has been made in the preparation of this book to ensure the accuracy of the information presented. However, the information contained in this book is sold without warranty, either express or implied. Neither the author, nor Packt Publishing or its dealers and distributors, will be held liable for any damages caused or alleged to have been caused directly or indirectly by this book.
Packt Publishing has endeavored to provide trademark information about all of the companies and products mentioned in this book by the appropriate use of capitals. However, Packt Publishing cannot guarantee the accuracy of this information.
Commissioning Editor: Vijin Boricha
Acquisition Editor: Rahul Nair
Content Development Editor: Devika Battike
Technical Editor: Mohd Riyan Khan
Project Coordinator: Judie Jose
Indexer: Tejal Daruwale Soni
Graphics: Tom Scaria
Production Coordinator: Shantanu Zagade
First published: March 2017
Second edition: June 2018
Production reference: 1180618
Published by Packt Publishing Ltd.
Livery Place
35 Livery Street
Birmingham B3 2PB, UK.
ISBN 978-1-78883-704-0
www.packtpub.com
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Tim Woodruff is a ServiceNow architect and developer who has spent his entire adult life working in IT systems and development, with over a decade of experience in both. Tim has written several books on ServiceNow, and runs a ServiceNow development blog called SN Pro Tips.
Tim writes ServiceNow apps which he gives away through his development blog. When he's not working, Tim can be found researching obscure and arcane programming trivia and studying physics. You can find Tim on Twitter at @TheTimWoodruff.
Thanks to Kim, Roger, Ciel, Chuck, and Genie, for their support and general awesomeness.
Thanks to Gary and Georgia for their inspiration and total radness.
Thanks to Seven for being a good dog.
Special thanks to John Helebrant and Mike Hade for their invaluable contributions, technical expertise, and content editing.
John Helebrant has been in the IT industry for over 20 years. He started a small computer business in his hometown of Austin, MN, and eventually moved to the Twin Cities to continue his career in technology. He worked as an Application Developer and an IT Service Management expert while earning several certifications and a BA in Professional Writing. He now works as a ServiceNow Developer and Administrator after discovering what an exciting set of challenges and opportunities ServiceNow has to offer.
In his spare time, he enjoys playing bass, writing and editing, walking his dogs, watching movies, continuing to evolve as a developer, and spending time with his better half: Jen.
Michael Hade is a Senior ServiceNow Architect with over 9 years of development experience on the platform. He specializes in designing and creating dynamic and efficient ServiceNow solutions. He has worked on over 100 different ServiceNow instances including both commercial and government clients. Mike designed and created the Best Practice Engine app available on the ServiceNow Store which validates that all developers on the platform are following ServiceNow best practices and company standards.
Mike lives in Fort Wayne, IN with his wife Trisha and his two boys, Danny and Jacob.
If you're interested in becoming an author for Packt, please visit authors.packtpub.com and apply today. We have worked with thousands of developers and tech professionals, just like you, to help them share their insight with the global tech community. You can make a general application, apply for a specific hot topic that we are recruiting an author for, or submit your own idea.
ServiceNow is a powerful and versatile cloud-based IT Service Management (ITSM) platform that supports Incident, Problem, Change, and Knowledge management, as well as a great many other IT processes. With Information Technology Infrastructure Library (ITIL) processes baked right in, powerful workflow-driven processes, and a robust scripting engine for both client-side and server-side customizations, ServiceNow can provide fairly comprehensive ITSM functionality right out of the box, or it can be extensively customized to suit the needs of any business.
If you're reading this, then there's a good chance you are, or aim to be, a ServiceNow administrator or developer. This means that it'll be your responsibility to extend and modify ServiceNow's existing functionality to meet the needs of your business' users. This book will help get you up to speed on how ServiceNow works, what its capabilities are, and how to customize its functionality and appearance!
While expert ServiceNow developers, administrators, and architects can expect to learn much from this book, it is geared toward people with less than 2 years of experience as ServiceNow developers/administrators.
Whether you're getting the hang of things, are just starting out, or even if you haven't yet begun your ServiceNow career, this book is for you.
, The Interface , learn about the different interfaces of ServiceNow (including UI15 and UI16), and pick up pro tips on how to fly around the interface like a seasoned pro.
, Lists and Forms , see the differences between the new and old style of lists (both of which are present in ServiceNow), and learn how to customize them as well as the form view and related lists.
, UI Customization , customize your ServiceNow instance's user interface, using themes, System Properties, UI Properties, and custom CSS.
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