The need to securely segment data between groups, departments, or even locations is constant, even within IT organizations. What organization doesn’t have a particular group that is subject to extenuating compliance requirements that necessitate that their data remain hidden from the rest of the organization? As we delve deeper into the world of Enterprise Service […]
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How to prevent ServiceNow Update Set Migration error: Cannot commit Update Set – Update scope id is different than update set scope id ‘global’
There are times were we have to work with multiple application scopes in ServiceNow. There are usually no problems with this. But a problem might arise during the migration of update sets to another instance (for example from UAT to Prod). The following error might be encountered: Cannot commit Update Set – Update scope id […]
Continue readingUsing different Schedule for same SLA Definitions
A Service Level Agreement (SLA) definition may need to apply only during the business hours of an associated group or organization. To define business hours, you need a schedule with entries for the working hours and exceptions for holidays. Since 8AM to 5PM in London is going to be 3AM to 12PM in New […]
Continue readingGetting display values for reference field in ServiceNow REST calls
ServiceNow provides access to instances through a set if RESTful APIs. Here is one tip on how to use a GET request to obtain display values for reference fields in ServiceNow. Use case: Given the sys_id of a user in ServiceNow, you want to know the name of the department the user belongs to. […]
Continue readingUsing Advanced Reference Qualification in Catalog Variables
In this blog I’m explaining however we can use reference qualification dynamically. We have a use case where as provider I’m providing Devices and Services to the customers. Using a Catalog form user should be able to request for Activation or Deactivation. Basically forms remains same only difference that based on the request type I […]
Continue readingCommon ITOM (Discovery) Implementation Project Pain Point – Part 2
When we implement an ITOM discovery project these are some of the common pain points and pitfalls which affects the overall project timeline. Discovery tools are not perfect. Especially when it comes to discovering new device type (in-house developed). So be clear on explaining the possibility on discovering these devices. In Discovery process, minimum […]
Continue readingWMI Access for Non-Admin Accounts
Getting an administrator account for discovery purpose is always a difficult part. In Linux/Unix environment commands can be controlled by using sudoer file. Whereas windows it is very hard. Most of the discovery tools uses WMI queries to collect information. The following steps helps to setup WMI access for a non-administrator account. 1.Enable WMI […]
Continue readingCommon ITOM (Discovery) Implementation Project Pain Point – Part 1
When we implement an ITOM discovery project these are some of the common pain points and pitfalls which affects the overall project timeline. Understand the environment Clearly define the scope and expected outcome and exit criteria Don’t accept bigger scope (like 100’s of servers). If needed split it into multiple phases Involve customer to […]
Continue readingServiceNow for the Financial Services Industry Part 2
Our Industry Specific Solution consists of a set of applications built on ServiceNow Platform. Each application is based on real-life FSI requirements for a business department. The departments we have catered for are: Contact Centre Complaints / Service Quality Compliance Finance Policy Service / Financial Services Consultant Service These departments have a high inter-department operability […]
Continue readingCustomer Service Management Application Plugins
Customer Service Management (CSM) is a application built on SNOW platform which enable you to provide service and support for your external customers through communication channels such as web, email, chat, telephone, and social media. Create cases as needed and route cases to available customer service agents with the necessary skill sets. Below are steps […]
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