ServiceNow licensing: 7 things to keep in mind…

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ServiceNow is still one of the (if not THE) fastest growing software companies out there; really a phenomenal success!
And over the years the platform functionality and pricing changed of course – nothing you wouldn’t expect when dealing with a multinational company that is listed on the stock exchange (NYSE: NOW).
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Using the last input data from a journaled field

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brave Sometimes you get a request that sounds simple and you bravely tell the requester that arranging this won’t take more than just a few seconds.
And sometimes, shortly after your brave remark to the requester, you realize you’d better investigate just a little further before making brave statements 😉

Now if you think I’m talking about myself here, yep – you are absolutely right…..


And I’m a not a die-hard techie that spends his days implementing, so my ServiceNow knowledge is limited to functional knowledge with some experience in configuring.
Yes, I’m making excuses here, just to feel good about myself 🙂
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Single Sign On (SSO) and CMS: difficult or easy? An anecdote

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We are lucky to employ an impressive amount of ServiceNow consultants that are highly skilled, experienced and extremely clever (and that is not a joke). They are able to create solutions for complex situations and integration projects I would say in any accounts – small or enterprise.  Often the consultants have in-depth knowledge of more than only ServiceNow, and also know about protocols, technologies, infrastructures, networks, etc.

Quite honestly, they easily outsmart me with their technical skills (and they should because I’m more business development than implementation).

But every now and then an answer might be so obvious that they forget the basic and first taught rules and are ready to ‘over-engineer’ not only the question, but the solution too which they have at their hands.

A few days ago an appreciated implementation consultant colleague asked me the following question (and it often starts with “you’ve been working with ServiceNow for a long time, so you know a lot about it…..”)

A customer is using SAML SSO, and it works fine on the main instance URL. But it doesn’t work correctly in combination with the CMS site(s) they’ve created. And end users access requires SSO to the CMS site(s). Any idea what could be wrong?
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Something completely different and off-topic…

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This blog-post is completely off-topic, but I thought it would be fun to create this post anyway 🙂

Just a few days ago a had a conversation with my colleague while he was packing his bag to leave office.
When I saw him wrap his Mac laptop power-cord around the 2 clips on the edges of his powerplug I (nicely?) pointed out to him that he shouldn’t do that and that the clips were not meant for the purpose he was using them for.

I must admit that I didn’t really have a clue on how to properly use the clips in the Mac powerplug, but I was kind of convinced that what he was doing was wrong.
And I never took the time to look it up either……stupid, since most of this stuff is readily available on Youtube or some other Wiki webpage.

The next day I received an email from my colleague where he (nicely?) pointed out to me that the 2 clips on the edges of the Mac powerplug were meant to be used the way he used them….
Well, almost, because there was a special touch to it….one he was also not aware of…..

But he was clever enough to use Internet…..

Wanna know how to properly use the clips on the edges of your Mac powerplug?
Then see all about it here:

Just as often the case with ServiceNow, go and search for (ServiceNow) answers on Wiki, community and blogs and you’re likely to find useful info out there….

You can reach me on .img[at].img.

Integrating Chat in the UI11 GUI

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Important note: the UI11 Chat functionality described below can cause serious performance impact and we received a ServiceNow notice that this is unsupported ServiceNow functionality.
Therefore we don’t recommend using this functionality other than for e.g. demo purposes.

For quite some time now ServiceNow offers integrated Social IT functionalities and Chat is one of those functionalities.
As with all ServiceNow functionalities, Chat is completely integrated and doesn’t require the installation of an additional client or piece of local software.
Just available – straight from the GUI.
And you’ve probably seen it, it’s available in the GUI from the navigator-pane in the Social IT application.

Recently when talking to a colleague about Chat he mentioned he had seen a feature on integrating Chat into the UI11 GUI where it would show up in a navigation-pane on the right of the screen.
Sounds cool enough to wanna know more about it!
So I asked him what was needed to get this feature enabled and activated in our instance.

And – as with many ServiceNow things – it wasn’t too difficult; it only required 1 property to be added.
This property however is not mentioned in the ServiceNow Wiki in the Available System Properties list.

So I’m going to give it to you here of course, because I think you might also find it cool….
I’m not gonna explain how to add a system property, you can read how to do that HERE.
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2nd ServiceNow Benelux User Group meeting in November

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We are proud and enthusiastic to announce the 2nd ServiceNow Benelux User Group meeting and we would like to invite you to join us on this second meeting from many more to come.

Date/time: November 22, 2012 – 08:45am – 13:00
Location: Kromme Schaft 3, 3991 AR Houten, The Netherlands
(hosted by KPN Corporate Market)


08:45 – 09:00 Registration and Coffee
09:00 – 09:05 Welcome by Fred Kouwenberg, Chairman ServiceNow Benelux User Group
09:05 – 09:30 ServiceNow Benelux User Group: Questionnaire results on Organization & Goals
09:30 – 10:15 Creating a Self Service Portal using ServiceNow CMS – by KPN Corporate Market
10:15 – 10:45 ServiceNow Customer Success – Framing the Value
10:45 – 11:00 Coffee break
11:00 – 12:15 3 break-out/round tables session, 25min each, to discuss & share experience on:
– Best Practices Process Models
– Reporting
– Social IT
12:15 – 13:00 Closing – Lunch and opportunity to network

Speakers include:

  • Jacco van Leeuwen (Manager ICTO ServiceNow Support) – KPN Corporate Market
  • Jeff Buckham (Director Customer Success EMEA) – ServiceNow


  • Please send us an email on if you want to join this 2nd ServiceNow Benelux User Group meeting.
  • Email registration required to account for enough coffee and lunch.
  • ServiceNow business partners can send only 1 participant – the User Group is customer-focused.

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1st ServiceNow Benelux User Group meeting is a fact!

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We are proud and enthusiastic to announce the 1st ServiceNow Benelux User Group meeting and we would like to invite you to join us on this first meeting from many more to come.

Date/time: June 14, 2012 – 08:45am – 13:00
Location: Patrijsweg 90, 2289 EX Rijswijk, The Netherlands
(hosted by 2e2 Consulting)


08:45 – 09:00 Registration and Coffee
09:00 – 09:05 Welcome by Richard Poolman, Regional Director ServiceNow Benelux
09:05 – 09:30 ServiceNow Benelux User Group: Organization, Goals & Next Steps
09:30 – 10:30 Highlights & Feedback from Knowledge12 – New Orleans
10:30 – 10:45 Coffee break
10:45 – 11:30 Using ServiceNow as Timewriting system
11:30 – 12:00 Being a ServiceNow customer for more than 4 years…
12:00 – 13:00 Closing – Lunch and opportunity to network

Speakers include:

  • Richard Poolman (Regional Director Benelux)– ServiceNow
  • Rik Burgering (Senior ServiceNow Consultant) – 2e2 Consulting
  • Wouter Revenberg (Service Manager IT4IT) – NXP Semiconductors
  • Gerrit Zevenbergen (Senior Applicatiebeheerder) – PwC


  • Please send us an email on if you want to join this 1st ServiceNow Benelux User Group meeting.
  • Email registration required to account for enough coffee and lunch.
  • ServiceNow business partners can send only 1 participant – the User Group is customer-focused.

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When Print or Print-Screen just isn’t sufficient…..

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Printing from the web browser……. it’s nowadays better than it used to be.
But still you are every now and then faced with a situation where you want (need?) more than the standard functionality has to offer.

Now I recently received a customer question that looked so simple that I was somewhat disappointed that I couldn’t meet the requirement with the out-of-the-box ServiceNow functionality.

Interested? Got your attention now? Ok, here we go….

Question was: can I print (or save in a PDF-file) a CI with all of its relations included?

Sounds simple enough, I thought I could just do that with the out-of-the-box ServiceNow or web browser print functionality.
And that works just fine, but unfortunately the CI relations are not there.

Since I’m not so much into the daily ServiceNow implementation any more I asked my colleagues.

The disappointment-picture still applied; no such functionality is available out-of-the-box.
But guess what, my colleague-consultants are so eager to find out of this is possible that just a few days later a received an email from my colleague Bert Stapel.
Now he called it still draft code, not complete, needed work, etc.
He wanted to make this more perfect, etc.etc.
And I’m sure he will, when he finds some time.

But in the meantime I’m already giving it to you here.

As said, this is early draft – but it already provided me with an answer to the simple question from above: yes, sure you can – ServiceNow can do anything!  🙂

Included below are 2 screenshots.
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ServiceNow Wiki RSS-feed flooding

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Attach the flood...Don’t know how this is for you, but I’m struggling to keep up with the massive amount of ServiceNow Wiki updates. Now the updates are a good thing – it’s good to keep the documentation as up-to-date as possible. However, me struggling to keep up is not so good.
I sometimes even caught myself not looking at my RSS reader any more since the number of unread articles just gave me this no-control feeling.

Now a lot depends on the RSS reader you use and after diving into this a bit more I found that that are so many readers that I had no clue which one to choose.
I was using the Google RSS Reader and to be honest, I was quite happy with it.

Only the (lack of) filtering capabilities were kind of disappointing.
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Timecards and Timewriting: how to manage this as a process

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This is not going to be an article that holds ready-to-use scripting code or instructions. In this article I would like to share some experiences and new insights we gained at a customer of ours.
This customer is a well-respected name and runs an enterprise business in the manufacturing industry.
They’ve been using specialized Project & Portfolio management applications for some years now and they had a working process in place but were not too happy with how it all worked.
The costs for the application(s) and the management and functional adjustments to this were not pleasing them to say the least.

Since they got “exposed” to some time ago now, they are now fully aware of the SaaS-concept and the (cost)benefits this can bring.
And since the Project & Portfolio Management v2 functionality became available in the Spring 2010 release, this customer started exploring the project-related functionalities as well.

And they are right: if you have it, can use it (because you are auto upgraded) and are entitled to use it – why not spend some time to investigate!
Great attitude, I like it J.
And maybe there are cost-savings to be gained, you might never know if you don’t check it out…..

Soon this customer realized that they could split up the organization into 2 area’s when it concerns PPM functionality:

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