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Category: General knowledge

Advanced Incident Management

Thursday, 26 May, 2011 06:35 Written by Mark Stanger
6 Comments

I

had a great time presenting on Advanced Incident Management last week at Knowledge11. During that session I demonstrated a lot of very useful functionality that I’ve used and created to improve the standard incident management setup for technicians working in ServiceNow. Since most of my presentation was a demo, I promised the attendees that I would post information about the solutions we talked about there. Read on if you want to see some great ideas to improve incident management in your organization!

Incident Form

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Welcome to Knowledge11!

Monday, 16 May, 2011 06:26 Written by Mark Stanger
1 Comment

I‘m headed off to San Diego today to attend Knowledge11, the annual ServiceNow user conference! Sessions happen Tuesday-Thursday but there are already hundreds of ServiceNow admins and consultants participating in the pre-conference admin and scripting training. I wish I could be there for the trainings too but I’m looking forward to the sessions this week.

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Service-now.com Winter 2011 Release

Wednesday, 09 February, 2011 10:52 Written by Mark Stanger
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T

he Service-now Winter 2011 release started hitting customer instances a few days ago (February 4). I’ve been meaning to do a quick writeup on this release and some of the cool features that it includes. Chances are you’ve already heard about some of them…namely the Chat and Live feed functionality that compose what Service-now is calling ‘Social IT’. Overall, I think this release provides much more functionality that will be useful to the majority of Service-now customers than the previous one.

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Are YOU a ServiceNow Jedi?

Saturday, 27 November, 2010 12:30 Written by Mark Stanger
4 Comments

Whether you’re a new administrator or an experienced consultant, you need to know these things to become a master of the ServiceNow force.

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Welcome to the NEW SNCGuru.com!

Wednesday, 27 October, 2010 08:51 Written by Mark Stanger
2 Comments

ServiceNowGuru has undergone a complete redesign over the past week or so. There are lots of reasons why I chose to go through all of the effort to give a new look to the site but mostly I was bored with the old look and thought it would be fun to do something different. Read on for more details!!!

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Service-now.com Fall 2010 release

Thursday, 30 September, 2010 16:23 Written by Mark Stanger
4 Comments
Service-now.com has announced the upcoming Fall 2010 release!

I just got back from Solana Beach where I attended a training on the new Fall ’10 release of Service-now.com. There’s so much cool new stuff packed into this release. The Service-now Fall 2010 release is scheduled for October 1, 2010. It will be available for install or upgrade the following Monday, October 4. It will contain the following new or improved functionality.

  • Knowledge Management Wiki Support Plugin
  • Enhanced Backout for Update Sets
  • Employee Self-Service using the Content Management Plugin
  • Common Practice Plugins
  • Navigator Sprite Support
  • Parallel Homepage Rendering
  • Form Layout With Fixed Top Bar
  • Web Service Insert Multiple Plugin
  • Tiny URL Support Plugin
  • List v2 Plugin
  • I18N: Knowledge Management Internationalization Plugin v2
  • Reduce database load on large cyclic data sets

As always, the release will include a number of other minor changes and bug fixes.

Full release notes can be found here on the Service-now.com documentation wiki.

Webinar videos are also available on the following topics…

Service-now-Information Week: ITSM in the Cloud

Friday, 09 July, 2010 16:43 Written by Mark Stanger
0 Comments

I

nformation Week posted a great review today (along with a video demo/overview) of Service-now. You can watch the video below.
The full Information Week article can be found here.

The Best LDAP Integration Tip You’ve Never Heard Of

Wednesday, 30 June, 2010 10:49 Written by Mark Stanger
0 Comments

O

ne of the basic (but often forgotten) guidelines that should be followed whenever you consider importing any data into your Service-now instance is to only import the information that is actually necessary within the tool. Just because you CAN import the data into Service-now doesn’t necessarily mean that the data SHOULD be imported or that it has any value. Even if somebody thinks the data has value within Service-now, you should also consider if that value outweighs the work and trouble of importing and maintaining that data going forward. This is particularly true for CMDB and old ticket data but is also true of user data imported from LDAP. One thing that a lot of people don’t realize is that you can end up with ‘garbage’ data from LDAP but that it is also very simple to configure your system to prevent this from happening.

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Service-now.com Spring 2010 release

Tuesday, 01 June, 2010 09:26 Written by Mark Stanger
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Service-now.com has announced the upcoming Spring 2010 release!

T

he Service-now Spring 2010 release is scheduled for June 4, 2010. It will be available for install or upgrade the following Monday, June 7. It will contain the following new or improved functionality.

  • New Language Dictionaries for Spell Checking
  • Grant people only the rights they need to do their job
  • Embedding video files in HTML fields
  • Viewing and managing customizations in upgrade history
  • Role Delegation Plugin
  • Service Catalog UI Policy
  • SAML 2.0 Single Sign-On Plugin
  • Service Portfolio Management Plugin
  • Field Service Management Plugin
  • Project Management v2 Plugin
  • Cost Management Plugin

As always, the release will include a number of other minor changes and bug fixes.

Full release notes can be found here on the Service-now.com documentation wiki.

Knowledge10 is Under Way!

Monday, 19 April, 2010 07:42 Written by Mark Stanger
1 Comment

Greetings from sunny San Diego! I actually flew in Saturday night and the experience so far has been awesome. Most of the sessions actually happen Tuesday-Thursday but we’ve already kicked off the Admin training and the ITIL v3 bridge course (which I’m attending). I can say this; if I don’t pass the bridge exam today it won’t be because of the training. I can also say that if I don’t pass, I won’t be posting about it here! Consulting Portal has done an awesome job of presenting the material and making it interesting. I’m looking forward to learning more today.

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