If you’re a ServiceNow Architect, aim to become one, or work with Architects, this article could be useful for you!
I wanted to share with you my experience of the excellent ServiceNow Certified Master Architect (CMA) program that I’m lucky to be a part of.
Wait… What is that Certified Master Architect program?
ServiceNow has created a new “elite” program, to train and certify specialists, way above the “Implementation Specialist” level.
This is a six-month program, including 2 weeks of on-site trainings, and 4-6 hours per week of live webinars! This program is currently only offered to registered implementation partners and internal customer facing ServiceNow consultants. This program and certification is not intended for customers.
A typical participant is expected to be a veteran leader in the ServiceNow field, having successfully delivered many large, complex, global multi-product projects on the ServiceNow platform. They are required to have a special blend of technical expertise and soft skills in sales conversations and also post sales deliver domains allowing them to manage and communicate best practice advice and guidance with customers.
The curious may have a look at the CMA FAQ.
Continue reading “Participating in the ServiceNow Certified Master Architect program”
Possibly the most underrated, poorly documented, yet incredibly useful ServiceNow plugin!
If you are looking for a way to improve the learning speed of new hires, train whole groups to learn new process or simply make fulfillers better at their jobs, you’ll be interested by the Coaching loops functionality.
When you want to improve a team of fulfillers, you can put satisfaction surveys in place, have yearly training events or do some coaching during the yearly performance review. Those very common methods, may not the most efficient tool to use. Let me explain why… Continue reading “Coaching Loops”
Last year, I found a few ServiceNow online trainings on Udemy. Some of them are now on sale for the first time since I spotted them.
Those courses are usually priced 100$ each, but until the 11th of January they are heavily discounted at 11$ each for the New Year Sale.
I will probably review some them in much more details, but in the meantime, you may want to grab a copy for you, or recommend them to someone else, while they are on such discount.
ServiceNow 101: Administration
ServiceNow 201: Development
ServiceNow Administration (Latest Version – Nov 17)
Service Portal in ServiceNow – Kingston
ServiceNow IT Operations Management
Continue reading “ServiceNow Online Training Alternatives on Udemy”
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”
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”
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”