Thoughts on design quality and its measurement

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Implementation of functionality can vastly differ between organizations and sometimes even between consultants from within the same organization. This is due to the fact that the mind is unique for everyone and decisions are based on a mix of facts and hunches. The variety that is caused by this, makes it difficult to determine the proper practices that are needed to maintain quality across tool functionality, or even across organizational implementations.

Quality is embedded in the way designs originate, are actualized and maintained. I’ve been working as an implementation consultant for quite some time now, and I have noticed that the rigors of proper quality management during development and design phases is often lost because of external factors, time pressure and/or lack of knowledge.

It is hard to define the concept of quality as one of measurements that are testable and iterable. Yet it is one of the key components in determining perception of quality for your customer. And it is not a new practice. We perform to provide the maximum amount of quality as long as we can remain in the boundaries that are set by time, money, effort, knowledge, etc. Quality, or the perception thereof, however differs greatly between designs.

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Social Media integration

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Social media and other online communities are becoming essential for organizations to improve their support and boost productivity. In this blog post I am asking for your opinion. We already have Social IT in ServiceNow but this plugin cannot be integrated with other social media such as Facebook, Twitter or LinkedIn.

The major parties all have the ability to integrate with their system. I am considering integrating the full API functionality of LinkedIn. I want to make it simple for professional audience to discover and distribute their content with ServiceNow users.

The screenshot shows an example I have made to integrate a basic LinkedIn functionality. By obtaining the Caller field I push a search to LinkedIn with my profile as result. I am interested in your opinion and would like to hear if your organisation will use such functionality in ServiceNow?

Enjoy and if you have any questions you can reach me at .img[at].img.

The smallest detail regarding your ServiceNow instance!

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This describes what’s needed for one of those extremely small details regarding your ServiceNow instance: the favicon.

“A favicon (short for “favorites icon”), also known as a page icon, is an icon associated with a particular website or webpage. ” ~ Wikipedia

Favicons are those semi-forgettable images that are actually a nice finishing touch on any website.

A little history of the ICO format

A common misconception is that an ICO is simply a bitmap image (BMP) with an ICO extension. Although, the ICO format stores the icons in a bitmap form, the format can actually store multiple bitmaps within it. Each bitmap can be a different size and of a different bit depth including support for alpha transparencies.


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Service Catalog versus Business Service Catalog

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The Service Catalog in ServiceNow is a list of predefined goods and services (catalog items) that customers can request.


In ServiceNow a Business Service Calalog can be defined after activating the Service Portfolio Management Plugin.


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