Platform – Page 2

Why Drive a Cadillac? Part 2

By Greg Mest April 20, 2022Architecture, Business Strategy, Design, Implementation, ITIL, ITSM, PlatformNo Comments

In Part 1, we examined the 5 Tiers of Service Management. This part focuses on the key differences between the tiers. Let's look at a couple of end-to-end processes through the lenses of tier 1 and 5 to illustrate the differences. Tiering Examples 1. User in building 3, floor 2, Accounting department reports an issue with accessing SAP. Root cause is a misconfigured switch port. Tier 1: User calls the Help Desk. A support agent opens a support ticket and does some basic troubleshooting - reboots, logs out and in. After 10 minutes, the agent tells the user they need…

Why Drive a Cadillac? Part 1

By Greg Mest April 20, 2022Architecture, Business Strategy, Design, Implementation, ITIL, ITSM, PlatformNo Comments

What do you want out of your Service Management? I had a client recently refer to ServiceNow as a “Cadillac Escalade”, and that they “just needed a Kia”. This is certainly a long way from when I started at ServiceNow in 2010 and the company and the platform was still just emerging from its “gutsy startup” phase. We've now reached the point where ServiceNow has become a “gold standard” in cloud platforms and Service Management, and customers are having to decide if they can afford such a high-end solution. Anyone who has spent time in business realizes that many decisions…

The Three Ws of Development

By Greg Mest January 3, 2022Architecture, Configuration, Custom Applications, Customization, Design, PlatformNo Comments

Where, When and Why you should do your development In journalism, there’s the concept of the Five W questions whose answers are fundamental to getting the information needed: Who What When Where Why I want to talk about what I call the “Three Ws of Development” in the ServiceNow realm. These three are: When, Where and Why. We’re going to skip the questions “Who” and “What”. Why? Because “who” is a question for hiring managers, recruiting, and resource vetting. And “what” is (too often) the focus of most if not all training and documentation. Do you need to get the…

A Good Leader Fears the Citizenry

By Greg Mest December 2, 2021Architecture, Custom Applications, Design, Platform, UpgradesNo Comments

“a camel is a horse designed by a committee” - Proverb Over the past few years, there’s been a movement in the business world to espouse the concept of “citizen development”. Gartner defines a citizen developer in this way: A citizen developer is an employee who creates application capabilities for consumption by themselves or others, using tools that are not actively forbidden by IT or business units. A citizen developer is a persona, not a title or targeted role. They report to a business unit or function other than IT. Gartner: Definition of Citizen Developer ServiceNow has espoused this concept…

To Scope or Not to Scope

By Greg Mest October 2, 2021Custom Applications, PlatformNo Comments

ServiceNow introduced the concept of Scoped Applications in the Fuji release. From their documentation: Application scoping protects applications by identifying and restricting access to application files and data. By default, all custom applications have a private scope that uniquely identifies them and their associated artifacts with a namespace identifier. The application scope prevents naming conflicts and allows the contextual development environment to determine what changes, if any, are permitted. Source: Application scope Each ServiceNow application has an application scope that determines which of its resources are available to other parts of the system. Application scoping ensures that one application does…

Breaking the Code – Designing for Configurable Maintenance

By Greg Mest July 7, 2021PlatformNo Comments

ServiceNow is nothing if not flexible. It certainly gives you options for achieving your business and development goals; some of these are obvious and well documented, and some feel like they’re on the “secret menu” for the die-hards only. Regardless, ServiceNow was designed as a flexible platform. Over the years I’ve seen this flexibility used in a myriad of ways, some really clever and some head-scratchers. Most fall somewhere in the middle. It’s also been the impetus for the rise of good and best practices, from tribal hearsay to attempted codification. But one thing I feel strongly about is using…

The Misconceptions of Upgradeability

By Greg Mest June 1, 2021PlatformNo Comments

The Blob is a 1958 American science fiction horror film whose storyline concerns a growing, alien amoeboid entity that comes to Earth from outer space inside a meteorite. It devours and dissolves citizens in small Pennsylvania communities as it grows larger, redder, and more aggressive each time it does so, eventually becoming larger than a building. In recent years in the ServiceNow ecosystem, one of the topics that has taken on a “blob-like” existence is upgradeability: the ability to perform an upgrade to the next ServiceNow release, how long it takes, how much it costs, how much remediation is required,…

It’s the Platform, Stupid*

By Greg Mest April 20, 2021Business Strategy, PlatformNo Comments

This is the one where I most run the risk of sounding like an old curmudgeon. However, I don’t think I’m wrong, and hopefully my explanation bears this out. * - A play on the famous James Carville quote about the economy, not implying that ServiceNow folks are stupid As many know, ServiceNow has been through 4 CEOs: Fred Luddy, Frank Slootman, John Donohoe, Bill McDermott; and as most know, Fred was the founder. Fred at his heart is a developer. (From Broke To Billionaire: How Fred Luddy Built The World’s Most Innovative Company) From Forbes: Luddy hit on a…

Not All Requests for Service are Service Requests

By Greg Mest March 1, 2021Business Strategy, ITSM, PlatformNo Comments

This is a topic as old as the ServiceNow platform. Since the initial applications built on ServiceNow were ITSM, from the ITIL framework, Service Request has been a point of interest for years. The generally accepted ITIL definition of a Service Request is “request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery”. (This differentiates from Incident, in that it doesn’t involve a restoration of Service.) The key part of this is “agreed as a normal part of service delivery”. Companies often struggle with what…

The State of State

By Greg Mest January 10, 2021PlatformNo Comments

I consider this my first “blog” about a ServiceNow platform issue, but one that formed itself as a customer email back in 2013. In the years since, the problem hasn’t gone away; in fact, it’s only grown as the platform has expanded. Background: Throughout ServiceNow's product history, there have been multiple ways to handle the "state" of a Task and its extended tables. At times, the state field that existed on Task served for all extended tables, and divergent values were done through the Choice list table. Extended tables use the Task level states unless "overridden" by table specific values…