Be the Belichick (or the McVay) Of Your ServiceNow Instance

You may or may not know that there is a football game this weekend. Or rather, you may or may not be particularly interested that Bill Belichick and Sean McVay are spending weeks building defensive and offensive gameplans and prepping the Patriots and Rams for a single big game.

But whether or not you care about football, whether you cheer for the Patriots or the Rams, you should be preparing just like Belichick and McVay. I don’t mean preparing to stand in the cold and yell unintelligible play numbers, but for your own ServiceNow playing field. It’s a field that is constantly changing, and you are always going to come across challenges and problems. But do you know that you also have a cheering crowd and amazing support team helping you along the way?

Like these great coaches, we at Acorio believe that prior preparation prevents poor performance and injury, and to that vein, we have put together this months #NOWTips, to lead you to ServiceNow victory and to crown you champion among your ServiceNow peers.

Add integrations and integration cards to Security Operations common functionality.

Integrations. Often considered a buzzword, it now seems like you can create an integration for just about anything! Not a bad thing by any means, but it does mean that developers need to be extra vigilant about processes, especially when creating third-party integrations.

But, we’re here to help. For this example, we’re going to walk through how to create an integration with the Security Operations integration configurations. If you just want to activate existing third-party integrations, check out this product documentation

  1. Before you begin, make sure you have the correct roles. This process requires sn_sec_cmn.admin
  2. In the navigation filter, type sn_sec_core_integration_item.list and press the Enter key.
  3. Click New.
  4. Fill in the fields on the form, as appropriate. Some potential fields that you will have to fill in include; integration name, plugin-ID (plugin must be activated to use the integration, see above for documentation), categories used for filtering the integration cards, and a short description.
  5. Right-click the form header and select Save.

The Integration and Configurations related list appears. You can use this related list to define configuration options for the integration. These options appear when you click the Configuration button on the associated integration card.

  1. Click New.
  2. Fill in the fields on the form, as appropriate. Some potential fields that you will have to fill in include; name of integration item, order of item appearance, type (selected from a list, string, integer, boolean etc.), and value associated with the type selected.
  3. Click Submit.

Use the right terms: UI vs. Service Portal vs. Agent Workspace.

Like the New England Patriots, here at Acorio, we have “a guy” for everything. The go-to coach, you might say, for questions, the person who will always jump in to discuss a certain topic. ITSM? Yup, we have a practice lead for that. Integrations? Yes to that too.

Well recently, our UX guy posted an article and just said “Finally! ServiceNow uses the term “Platform UI” in a very public way. Not “frameset”, not “default UI”.” Why was he so excited? Because using the right words matter, so, let’s help everyone understand which UI you are talking about by going over the common terminology associated with ServiceNow.

Here is a ServiceNow video with a Service Portal Overview and a User Interface (UI) guide.

If you, like our UX guy, are a little bit of a Service Portal enthusiast, be sure to also check out our newest Service Portal eBook. Available to download here, it features an overview of UX Design, ServiceNow’s UX capabilities and a look at some of Acorio’s very own Service Portal clients.

And of course – be on the lookout for Madrid!

The future of football is here, practically designed by Coach Sean McVay of the Los Angeles Rams. His new school offensive plans are so popular that every NFL team wants to adopt his style. ServiceNow is in the midst of their own revamp – everywhere you turn now, you’ll start hearing whispers and rumors about the future of ServiceNow, a.k.a. the upcoming Madrid release. It’s scheduled for March of 2019, but ServiceNow has already published the release notes, documentation, and made personal development instances (PDIs) available to the public. We will, of course, be doing a full cover of the updates and changes when the product is released, but in the meantime here are three of the new and exciting changes, as stated in the release notes.

  1. New Agent Workspace for ITSM. Agent Workspace for ITSM enables agents to get their work done faster and improve the back-end fulfiller experience. It integrates the platform functionality specific to ITSM tier 1 agents and puts these features into an easy-to-navigate interface to allow agents to handle assigning incidents, resolving incidents, or proposing an incident be escalated. Agents also handle creating problems or change requests from incidents. There will also be new Agent Workspace for Customer Service Management (CSM).
  2. New Field Service Management in CSM. The new Field Service Management in CSM helps the way that organizations manage work tasks (of any kind) that need to be performed on location. The application can be used to match tasks to agents based on geography, agent skills, and available inventory. On the agent side, they can use the application to record details of the assignment, including travel and work time.
  3. New License Workbench for Software Asset Management (SAM). As part of their SAM software reconciliation for compliance features, the new license workbench lets you review reconciliation results in a simplified workbench view. The workbench focuses the needs of your organization by trending the number of rights consumed against the number of active rights purchased. Features include; financial calculations on card, sort card functionality, active filtering, keyboard control and card drill-down to products results list.

The list for Madrid goes on and one, I would recommend taking a look at the ServiceNow product documentation – you’ll find everything from the new Mobile Studio to updated ITBM PPM dashboards.

Are you ready to take on your ServiceNow-Bowl? As you make your gameplan and get ready to go live, remember that you do have that cheering fan club in the ServiceNow community, plus tons of trainers to turn to when you need a little expert advice.

Talk to Expert

Continue Reading