The First Post

I never thought I would be the type of person to start a blog, but the more I’ve navigated the ServiceNow ecosystem, the more I’ve realized that I’ve learned more about the system from community members sharing knowledge through blogs than I have in almost any formal training. I’ve also recently found that the best way for me to understand a topic is to explain it out loud to someone, or write it down somewhere.

As for a quick introduction, my name is Adam - I started my career in ServiceNow development in a slightly sideways fashion. I, like probably many others in the community, had never heard about ServiceNow, ITIL, CMDB, Change Management, etc. before I fell into an internship on a IT Service Management team that lead those processes for the organization. I fell in love with the idea of a CMDB and by the time the organization made plans to move to ServiceNow I was hooked. Shortly after we went live with our ServiceNow implementation I found myself gravitating towards the development and administration side of the platform and suddenly found myself on the development team - and its been a whirlwind ever since.

Since I don’t want to constantly put my colleagues through extremely long phone calls discussing the finer points of data imports, CSDM, integrations, etc. I figured I’d create a corner of the internet to share my thoughts and experiences and maybe help someone along the way that may stumble through here.

Data Dump

To get started in my knowledge sharing, and wrap up this first post, I’ll start with a dump of links I’ve found useful along my journey. They span quite a few topics and vary from ServiceNow official articles and community created ones.

Discovery

• SNMP discovery Explained

• Credential-less Discovery with Nmap

• Discovery Playbook

CMDB

• List of all “Get Well Playbooks” (CSDM & CMDB)

• Hardware CIs without Serial Numbers

• Service Graph Connector for Microsoft SCCM - Partial payloads and IRE

• How the CMDB Identification and Reconciliation Engine works when passing a CI (as payload) to the createOrUpdateCi()

• How to Use IH-ETL

Platform Administration

General

• Demystifying table rotation, extension, and table cleaner

Performance

• Recommendations for Optimal Instance Performance

• Performance Troubleshooting Guide

MID Server

• MID Server Knowledge & Troubleshooting Resources

• Discovery MID Servers at 100% CPU - Good or Bad, Why and then what?

• MID Server Max Threads, Worker Groups , Priority and Queues

• How the ECC Queue works - from output ready, to input processed

Script Includes

General

Interface Design Patterns for Script Includes

GlideAjax

Demystifying GlideAjax (Infographic) GlideAjax Troubleshooting Guide

Virtual Agent

• Quick Start

• Undocumented Methods

• How do you improve the Virtual Agent from failed utterances?

• FAQ for Connect Chat and Connect Support

• Disable Chat transfers from Virtual Agent

• Labels in Virtual Agent User Input “Static Choice” are not shown correctly

• NLU Gotchas