更新时间：2021-07-09 19:23:13
封面
版权信息
Credits
About the Author
About the Reviewer
www.PacktPub.com
Customer Feedback
Preface
Chapter 1. Getting Started with Service-Now
Introduction
Service-Now prerequisites
Service-Now and the ITIL framework
Understanding Service-Now procurement
Understanding Service-Now roles and licensing
Understanding the Service-Now setup
Accessing the Service-Now application
Microsoft Active Directory authentication
Logging in to the Service-Now application portal or end user view
Creating service requests from the Service-Now portal
Understanding the Service-Now IT view
Understanding Service-Now's self-service application
Understanding Service-Now's service desk application
Understand unique record identifier
Using the incident management application
Using the related lists of applications
Using the problem management application
Using the change management application
Creating the change/problem task from the incident task
Chapter 2. Performing Core Configuration and Management Tasks
Setting up basic configuration
Understanding LDAP servers
Understanding user administration
Understanding group administration
Using service-now plugins
Configuring the Service-Now form
Configuring UI policies on Service-Now forms
Configuring UI actions on forms
Understanding deployments or update sets
Getting into CMDB
Setting up an SLA/OLA/underpinning contract
Setting up system rules
Understanding the system dictionary
Understanding the Service-Now tables schema
Getting into system security
Chapter 3. Building Data-Driven Application
Starting a new application
Getting into new modules
Getting into the client script
Getting into the server-side script
Understanding the team development plugin
Understand web services
Understanding development best practice
Chapter 4. Configuring Alerts and Notifications
Understanding the Service-Now system mailbox
Creating a new e-mail notification
Creating an e-mail template
Creating an e-mail notification script
Setting up an inbound e-mail action
Inbound e-mail action - new
Inbound e-mail action - forward
Inbound e-mail action - reply
E-mail Notification by event registry
E-mail notification troubleshooting
Chapter 5. Building and Configuring Reports
Viewing and running reports
Creating new reports
Scheduling reports
Sending multiple reports in one e-mail
Creating a table-specific report module
Creating a dashboard
Including the date in a report's e-mail notification
Working with the report's header and footer template
Working with the report sources
Working with the report range
Creating a database view
Chapter 6. Creating and Configuring Workflow Activities
Understanding the Service-Now workflow
Attaching a workflow with the service catalog
Attaching workflows with current/new modules
Workflow troubleshooting
Setting up an approval activity
Working with condition activities
Working with task activities
Working with workflow utilities
Setting up e-mail notifications from workflows
How to configure a timer in workflows
Understanding the approval engine
Chapter 7. Auditing and Diagnosing Service-Now
Understanding auditing in Service-Now
Working with auditing tables
Understanding Service-Now upgrades
Working with system logs
System diagnostics
Working with background scripts
Working with Field Watcher
