Attribute Inheritance in CI Classes

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Sometimes it is important to understand the impact of a CI in the big service delivery picture. In such a case you could investigate all CI´s that are affected by this CI, but it is also possible to summarize this impact into a number of attributes, such as SoX relevance and Security Level.

In this article I will show a relatively simple concept of making sure that these attributes are inherited and calculated from the parents to their children (and in turn to their children… etc).

The setup used in this example is as follows:

  • A customer has several Applications in his CMDB.
  • Each of these applications has a number of instances (for instance Production, Development, etc).
  • Each of these Application Instances is supported by one or more Servers.
  • Each Server supports one or more Application Instances.
  • Each Server also resides in one Data Center.

The goal of this exercise is to make sure that – at any time – you know if a certain Server or Data Center is supporting a SoX compliant Application Instance and what the maximum Security Level (0, 1, 2, 3, 4 or 5) of the supported Application Instances is.
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Some quick first thoughts on Service-now.com as junior Technical Consultant

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In this topic I like to share my first thoughts on Service-now .com as junior Technical Consult and my recommendations for getting started with Service-now.com.

This blog-article is not about technical details.

I am working as a junior Technical Consultant for almost a year now, delivering the SNC solution at multiple different companies. 
My first impression on Service-now.com is very good and I have to admit that I’m impressed with its highly customizable platform, quick & flexible implementations and the way it is all structured.

Currently I’m still exploring, learning, and amazed at the unlimited opportunities Service-now has to offer.

One of my first assignments was to write a company specific Service-now.com User Manual.
The assignment was very helpful for me to discover what Service-now.com is about, the basic fundamentals and how it could be useful.
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Reporting from the Service Catalog – 2 steps giving infinite possibilities…..

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Reporting is one of the easiest and most straight forward things to do in Service-now.com. No training needed, just a little understanding and a hint will do.
When you know the ‘shortcuts’, it is really easy to do.
Let me give you an example:

If you are in a list view of a table you want to report on and you have made a query to show what you need, you might want to have that set of data in a report.
Right clicking on the header bar and selecting ‘Pie Chart’ will create a report (a Pie Chart of course).
Now, to enable the report to be saved and edited, simply click the ‘+’ sign on the left top corner and the reporting header will show!
Of course you need to have the correct rights and roles to be able to do this….

In pictures:

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Service Catalog: Automate CI selection/creation in a Catalog Task

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Having implemented Service-Now for several customers I noticed that quite often customers like the Service Catalog philosophy in Service Now. However some customers are missing some kind of intelligence when it comes down to ordering hardware (CIs). Imagine you’re a task performer/resolver. Somebody ordered a laptop and you would get a catalog task assigned to you. You probably begin with finding out which model is ordered. Then you would search for a CI that is in stock and when found, update its status to “Pending Installation” or “In Order”. If there is no stock you would probably manually create a new CI in the CMDB. In some cases a defined process could make your life a bit harder by having you create a change. Now let me show you how to make your life just a little bit easier J…..

Wouldn’t it be great if you could just click a button and a CI that is in stock is found and updated with the available information? Or when no stock is available an entry in the CMDB is created for you already?

Steps to perform:

  1. Remove the quantity field on the Catalog Item
  2. Add a reference variable
  3. Create a simple workflow on sc_req_item
  4. Make the product model table visible in the Configuration App
  5. Modify the product model table form
  6. Add number maintenance on CI tables
  7. Create UI Actions

Each step is detailed below.
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Altering the DOM (Document Object Model) with Javascript

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About me

I’m working in the support area of Service-Now.com. I have a history in Service Management that dates back to the early 90’s of the previous century. I worked on both ends of the line, as customer and as vendor of Service Management solutions.
Back in 2000, we only could dream of the Service-Now solution!

About my Blog post

Service-Now pages are displayed in a browser. All you need to connect to the system is a compliant browser (like IE/Firefox/Chrome or Safari). If you know the output is generated as standard (X)HTML and is accessible through DOM, you also can figure how to adjust (some of) the display characteristics. All you need to do is insert some JavaScript (accessing the DOM) inside the generated web pages, and voila: your output is altered the way you want it!

Remark: the changes discussed here, will be executed only inside your browser. No scripts will be executed on the Service-Now server!

But first I will give you some background on the Document Object Model….

What is DOM?

“The Document Object Model (DOM) is a cross-platform and language-independent convention for representing and interacting with objects in HTML, XHTML and XML documents. Aspects of the DOM (such as its “Elements”) may be addressed and manipulated within the syntax of the programming language in use. The public interface of a DOM is specified in its application programming interface (API).”
(source: Wikipedia)

Ah, so it is cross-platform. That means, it should be available in different brands of browsers on different brands Operating Systems….
Hmm, it also claims to be the way to access elements inside HTML, and even manipulate them!
And it uses the “programming language in use”, which is JavaScript for the browsers we know; we use JavaScript all the time in Servive-Now’s Client Scripts and Business Rules.
That gives us nice possibilities to alter information displayed on screens!

Knowing this, we can start working with the DOM…..
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Introduction to a Managed Services Provider implementation

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In this article I would like to tell you about some of the particularities of an MSP implementation.

From Wikipedia:

A managed services provider (MSP), is typically an information technology (IT) services provider, who manages and assumes responsibility for providing a defined set of services to their clients either proactively or as they (not the client) determine that the services are needed. Most MSP’s bill an upfront setup or Transition and an ongoing flat or near-fixed monthly fee, which benefits their clients by providing them with predictable IT support costs.

I am currently involved as the lead technical consultant for a large MSP implementation in The Netherlands for worldwide operating IT company and want to share some lessons learned and best-practices. To give you an idea of the size of this implementation: when all customers are migrated to service-now.com we’re expecting to process around 1.000.000 tickets per month.
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