I want to share my experience about passing the brand new ServiceNow Certified Implementation Specialist – IT Service Management (CIS-ITSM) exam in late November 2017.
In 2013, I passed the previous ServiceNow Certified Implementation Specialist (CIS) exam. It was a difficult certification, and many had to take the five day training boot camp to prepare for it. I choose not to follow that expansive path, but that required me to study some of less common ServiceNow features that I was not familiar with.
Last month, this certification was deprecated as too generic, and replaced by six specialized certifications: Service Mapping, Financial Management, HR, Customer Service Management, “Security Operation – Vulnerability Response” and IT Service Management (ITSM).
ServiceNow consider that CIS-ITSM is the closest certification to the deprecated CIS. This article focusses the new ITSM exam from the perspective of a previous generic CIS holder. Continue reading “Exam Review: Certified Implementation Specialist – ITSM”
Six months ago I published a preview of the Jakarta release and the article was well received. Today we will focus next major ServiceNow release, named Kingston, the capital city of Jamaica. This much more detailed article showcases many of the new features to be excited about in this release. Kingston market launch is currently planned for January 2018 but Early Access will open as soon as mid November.
Continue reading “A Sneak Peek into Kingston”
ServiceNow contains a hidden treasure of almost 300 icons than can be used to convey better visual distinctiveness to your users’ bookmarks, service portals and system info messages. This distinctiveness can be used to ensure that your contextual messages receive more attention and to facilitate navigation in your instance. Continue reading “Great UX Trick: Field decorations with 295 hidden icons”
ServiceNow contains a hidden treasure of almost 300 icons than can be used to convey better visual distinctiveness to your users’ bookmarks, service portals and system info messages. This distinctiveness can be used to ensure that your contextual messages receive more attention and to facilitate navigation in your instance.
Those icons are dingbats characters grouped in a special web font included in your instance, and can be applied in your html content via CSS classes, applied to the italic or emphasis tag. Example: <i class=”icon-name”>i>. This web font was compiled by ServiceNow, using the open source Grunt-Webfont project. As of June 2017, the version included in Jakarta is called retina_icons_2017_1_17.woff and contains 295 distinct icons.
You can access a nice preview with all the characters included in the web font via a hidden URL that is available in any instances, even HI: https://YOUR_INSTANCE.service-now.com/styles/retina_icons/retina_icons.html
Continue reading “Great UX Trick: 250 hidden icons to use with bookmarks”
As a software platform, ServiceNow has a great and modern GUI that works with any web browser. Yet there is one glaring missing UI feature from modern HTML: HTML Placeholders. Let me present you my ninj’admin trick to implement them in your instance.
What are HTML Placeholders?
Placeholders are the ghost texts present in many web sites’ input fields. They are an old trick, introduced with the HTML5 standard in mid 2011.
The most common usage is with Search input fields.
As soon as you type something in the box, the placeholder text will disappear, to be replaced by your own input. Used in the Service Catalog, or in your Forms, they can add useful information without being obnoxious for the users.
Continue reading “Great UX Trick: HTML Placeholders”
ServiceNow is soon to release a new version of ServiceNow, code-named Jakarta. This article showcases just some of the new features to be excited about in this new release.
If you are a ServiceNow Partner or Employee, you can learn all about the new features via several video presentations from the Jakarta Partner Release Curriculum available at the SabaCloud learning portal. For everyone else, here is a list of some of the new features to be excited about. I’ll add pictures once I have better ones, as the published ones are very blurry. Continue reading “Preview of Jakarta changes”
One of the most exciting feature of the ServiceNow Istanbul release, is the new Automated Testing Framework (ATF).
Why so excited over automated testing?
- Custom test frameworks are very expensive to implement.
- Most customers only do manual tests.
- Every time customers upgrade their instance, weeks of works are needed to test against regressions. The time spent bug-fixing is often tiny compared to the large amount of time spent on manual testing. Anything that has automated tests will consume almost no resource at all and will benefit of better reliability.
- Because of this resource burden many customers don’t upgrade their instance as often as they could. Instead of having a steady process of continuous improvements, they focus all their resources over testing and ignore new functionalities that could benefit their processes and users.
- ITIL best practices recommend continuous improvements. Yet, customers don’t like to implement changes, or experiments with new features, because it is too heavy on costly resources when not automated.
- Major UI changes tend to break documentation made for testers, or break tests implemented in custom test frameworks, like Selenium. Istanbul’s automated tests are UI agnostic.
- We now have a free, out-of-the-box, automated test framework specialized for ServiceNow.
Continue reading “Istanbul automated testing”
In this article, I’ll focus on those interface improvements, and show how to implement the same contextual feedbacks in your Enterprise instance.
Continue reading “When ServiceNow Express have better UI than the Enterprise version”
As most new ServiceNow administrators that I meet, I started with the 3 days “ServiceNow System Administration Training” ($2100), that you can pass with ServiceNow or one of its official certified training partners. As an alternative you may also consider this Udemy 7 hours online course “ServiceNow 101: Administration” as an economic alternative.
Now, how do you improve on your technical knowledge of the platform, and what steps could you apply to assert your experience?
After this introduction course, you’re expected to gain experience on the field, while administering your instance. Many administrators stop their curriculum here, but you many opportunities to improve. Let’s me present you some possible next steps…
Continue reading “How to progress from ServiceNow Administrator to Implementation Specialist”