OVERVIEW OF ECOSTRATUS SERVICENOW AND ITSM CAPABILITIES

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Planning, Building, and Testing Your NEW ServiceNow CMS: Part 1

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EcoStratus – CMS Series Part 1 of 5


content-management-systems-101-how-to-pick-a-cms

This is part 1 of a 5 part series focused on the end-to-end processes needed to successfully complete a ServiceNow CMS Project.

Part 1: Pre-Planning & Planning, Designed to equip you with tools to get started with your Planning efforts.

Part 2: Let’s Build!

Part 3: Testing Time

Part 4: Launch It!

Part 5: Support & Training for Ongoing Maintenance

Overview

The ServiceNow Content Management System (CMS) is a powerful application which enables you to create a customized user interface for your instance and extend the look and feel of the (OOB) ServiceNow Employee Self-Service (ESS) Portal.

ServiceNow CMS Design
ServiceNow CMS Design

The ServiceNow CMS application is fully customizable and allows you to meet your corporate branding strategy (colors, fonts, styles) for a truly unique look and feel while delivering an enjoyable user experience. That said, asking the right questions upfront will help you set the stage for a shorter and more enjoyable experience through your project life cycle.

PART 1: PRE-PLANNING / PLANNING

Does this sound familiar? Client” This what we want…” “and we need done by XYZ”. All before they’ve gathered or performed any analysis with user feedback, customer requirements, or scope and level of effort for undergoing a project, let alone one with the magnitude of a custom CMS project.

So PLEASE, before jumping in and building your awesome new ServiceNow CMS site make sure you have a sound understanding of what needs to be built and why your building it the first place. Yes, I understand that you’ve been told it needs to be done by x-Date and needs to include XYZ functionality. But doing so will likely co$t you in the end.

Save yourself and your organization a lot of time and money spent on wasted resources, activities, and lost faith from user community by doing some upfront due diligence. Get to the bottom of it, the core problem or issues your solving by understanding “Why, What, Where” first, before jumping into the “How”, this will be worked out once”Why, What, Where” have been addressed.

In short, don’t overlook the importance of the User Experience (UX/UI) or the people who will be using your new and awesome looking CMS site. Otherwise you’ll be left scratching your head and asking yourself “Why aren’t people using the new CMS/ESS site we just built?” Instead of hearing the sound of happy users for bringing them a great looking and useable CMS they’ve been asking for.

To get you started i’ve listed a few of the questions below, however stop here. Do your Homework. Research and Reach out to users, form small testing groups, understand and fix process gaps, and make sure everyone agrees on a strategy.

  1. Process (Standards & Support Mechanisms)
  2. Overall Architecture (Scope)
  3. What Key Functionality is needed? (Start with Must Have’s and then add Nice to Have’s)
    1. Are there any special features needed?
    2. What browsers are supported?
    3. Should end users see the regular interface?
    4. What devices will be supported?
  4. Look and feel: Are the layouts, colors and style guides already defined and inline with organizational standards. (Corporate Style Guide).
  5. Develop your CMS site on a sub-production instance where you can safely test, find bugs, and fix them.

Example of the ServiceNow Service Management Portal

800px-Sm_cms_example_portal_servicenow_2016

 

I Highly recommend reading these great resources:

The goal of this series is the end-to-end development of a CMS from a development perspective and each organization will have their own set of unique scope of requirements. I will not be expanding on the Planning phase. Especially since the Pre-Planning/Planning “starter kit” is aimed at getting you started on the right path with the above understanding in mind.

However, if you have questions or comments please let me know and I will do my best to respond in a timely manner. Be sure to check back every Tuesday & Friday for updated posts and/or follow me to receive the latest email updates and information.

Please – If you enjoyed this post please “LIKE” and/or “SHARE” below and make sure to Following EcoStratus Technologies   to stay up to date on everything ServiceNow.


ABOUT JAMES

Screen Shot 2015-10-07 at 9.25.08 PMJames is the founder of Ecostratus Technologies and Principal ServiceNow Consultant.

James has more than 20 years experience within complex enterprise IT environments, 50+ successful ServiceNow implementations across various industries and has trained more than 400+ ServiceNow System Admin. James is passionate about technology, happy customers, and building lasting customer relationships.

SERVICENOW, ITIL, AND PMI CERTIFICATIONS:
* ServiceNow Knowledge 14 & 15 Trainer
* Certified ServiceNow System Admin, Implementation Specialist, and System Admin Trainer
* Certified ITILv3 Foundations, RCA, and OSA
* Certified PMI CAPM

How to contact me: ——– Send me a LinkedIn message or use Contact sheet below.

 

ServiceNow Admin 101: Observations on Database Views, Part I

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Posted by Steve Bell (Cloud Sherpas) in Developer Community on May 1, 2016 2:13:38 PM

NOTE: ON APRIL 1, 2016 ACCENTURE COMPLETED THE ACQUISITION PROCESS OF CLOUDSHERPAS.  AT THAT TIME THE CLOUDSHERPAS BLOG SITES WERE DOWNED FOREVER.

 

THIS IS THE RE-PUBLICATION OF STEVE BELL’S ARTICLE FROM July 14, 2014 ON THE CLOUDSHERPAS SERVICENOW SCRIPTING 101 BLOG.

____________________________________________________________________________

 

 

Database Views are useful for filling an important gap in ServiceNow: joining two or more tables together. In a normal report, you can only select a single table, but Database Views allow you to pull together data from two or more tables into a single “table” to report against.

 

Given the importance of Database Views, I wanted to take the opportunity to share some observations I have either read about, stumbled across or just plain hit-and-miss created from scratch.

 

To start off, check out the introduction to Database Views in the wiki

 

 

Some Techno-babble:

 

  • Constrain / Constraint – to limit the View
  • Where Clause – references the Constraint part of a SQL query. For example:

SELECT * FROM cmdb_ci WHERE install_status = 1

 

The “*” means to retrieve all fields. This example returns all records from the cmdb_ci table where the install_status field has a value of one.

 

  • Join – to bring together two related tables into a single View.
  • Union – to bring together two not necessarily related tables into a single View.
  • Alias or Variable Prefix – a short descriptor that identifies a table and is used to designate that table’s fields in a Where Clause.
  • Null – Empty field. Note that this is not the same as an empty string, which has to be checked for separately.
  • Operators – &&, ||, AND, OR, !=, = – Are used to chain constraints together. Note that && and AND mean the same, as do || and OR.

 

Caveats:

 

For all of the examples, I use the CMDB CI table structure. Of course you can use any database available for your views. Rather than showing how to use specific fields in the view output, I will demonstrate techniques for joining or union-ing multiple tables together.

_________________________________________________________________________

CLICK HERE TO CONTINUE READING THIS ARTICLE

 

HOW TO DRIVE A SUCCESSFUL SERVICENOW IMPLEMENTATION – PART 1

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Screenshot 2015-11-02 20.27.48
#LearnNOW & EcoStratus

STEP 1: PRE-PLANNING: 

Get to know the tool you’ve just purchased and the resources available to you and your organization.

  • Research IT! For tips on learning ServiceNOW and/or resources available. Review my post “5 Steps To Learning ServiceNOW, NOW!”
  • Use IT! Most customers who’ve purchased ServiceNow will have at least a PROD and DEV instance available for there organization. If you’d like to stay away from using your DEV instance for playtime; then my recommendations would be to either navigate to the ServiceNow DEMO site or ServiceNow Developer site.
  • Populate IT! Get your stakeholders on-board and in the tool.

STEP 2: PLAN

  1. Make Sure Everyone Understands and Agrees on Strategy. 
  2. Identify, Examine, and Correct Process Gaps (Where You Can)
    1. Before you start a “project” to implement ServiceNow take a few steps back and really examine your supporting cast. You wouldn’t build a house without making sure the foundation was solid. Well the same goes for implementing ServiceNow. Yes, ServiceNow is a powerful platform for your business but its not the genie in the lamp and you don’t get three wishes!
    2. Every Step is a Training Opportunity!
  3. Communication is the KEY!
    1. People need to understand “Why”
      1. Send out a community newsletter or set up regular town hall meetings with users so they understand project items and goals.
    2. Schedule internal workshops
    3. Establish internal user groups
      1. These groups should meet at least twice a week for starters and then twice a month post GO-Live for enhancements and improvements.
    4. Groups should be made up of stakeholders from various business areas and titles.
      1. HR, HR Manager
      2. IT Finance, IT Associate
    5. Every Step is a Training Opportunity!
      1. Train users to be internal SME for “X Group” and empower them train this groups users
  4. Assign A Business Analyst and Project Manager 
    1. This may seem like a no brainer but I cant begin to tell you how many projects I’ve been on where the client decided NOT to have a BA or PM assigned and label themselves as BAPM along with Project Sponsor, while you might be able to get away with this for small projects isolated to just your group of 5 people. This is a bad idea when we are typically talking about supporting and coordination efforts for multiple groups all while you do your day to day duties.
    2. Below are a few more reasons I’d recommend assigning a BA and PM to project team
      1. Conduct, Collect Analysis, Assist with training and testing procedures.
      2. Communicate with Stakeholders
      3. Schedule the work
      4. Manage time
      5. Manage Project Risks
      6. Handle Procurement issues
      7. Closure of Project
    3. Interview stakeholders at all levels not just IT team.
      1. After initial interviews have been completed establish a cadence for regular check ins with these stakeholders to ensure project success beyond GO-LIVE.
      2. Ensure interview representation covers all effected business areas.
      3. Every Step is a Training Opportunity!
  5. Start Small; Small wins NOW pay big dividends later
    1. Immature IT Organizations:
      1. Defined as having multiple asset process libraries, where none are the organizational standard.
      2. Start with Incident and Problem, only adding Change Management once you’ve completed and fully understand processes in place and those where you see opportunity for improvement.
    2. Mature IT Organizations:
      1. Defined as having established and defined process standards that are accepted and followed organizational wide.
      2. Start with Incident, Problem, Change, and Configuration (Business Services)
    3. REMEMBEREvery Step is a Training Opportunity! This is your opportunity to enhance or replace ineffective and/or inefficient processes and provide a superior level of service to your customers.
  6. Leverage Templates: There’s no need to reinvent the wheel when you can simply improve its performance.
    1. Example - Project Plan
      Example – Project Plan

      Understand and leverage best practices – ITSM, ServiceNow, and/or COBIT

    2. The terms “OOB” or “Baseline” should be removed from your Project language, its simply not a reality. Every project has its own requirements and unique situations which require organizations to customize even a little bit.
      1. You can use these to start
        1. BASE LDAP INFORMATION
        2. SETTING UP A LOCAL MID-SERVERSuit_Man_pointing-right
        3. sys_user_group
        4. Incident Management Requirements Dictionary (ServiceNow)
    3. Every Step is a Training Opportunity! Your Implementation is only as good as the processes its supporting and the people supporting them.


EXCERPT FROM PART 2: HOW TO DRIVE A SUCCESSFUL SERVICENOW IMPLEMENTATION

Step 3: Build

  1. Now that we have our Plan taken care of lets starting BUILD!
    1. For Starters; I’d recommend activating the SDLC/SCRUM Plugins within ServiceNow.
    2. Example – Project Plan “Build
    3. Every Step is a Training Opportunity!

Step 4: Test

  1. Establish regression testing tools and processes
  2. UAT – Plan Documentation
  3. Every Step is a Training Opportunity!

Step 5: Deploy

  1. Every Step is a Training Opportunity!

Step 6: Support

  1. Every Step is a Training Opportunity!

Step 7 : Training 

  1. Send System Administrators to ServiceNow System Administrator Training.
  2. Every Step is a Training Opportunity!

Step 8: Post Implementation Review

  1. Every Step is a Training Opportunity!


ABOUT ME

Screen Shot 2015-10-07 at 9.25.08 PMI am an Independent ServiceNow Consultant, SME, Engagement Manager, Developer, System Admin, Trainer & documentation expert, and the Principal Consultant for EcoStratus Technologies. We Specialize in ServiceNow utilization beyond IT and across the enterprise.

I have more than 15 years experience within complex enterprise IT environments, 50+ successful ServiceNow implementations across various industries and have trained more than 400+ ServiceNow System Admin.

I am a focused self-starter who is passionate about technology, happy customers, and driving continued customer success by understanding customer requirements, promoting a full view of products/services within ServiceNow portfolio as a trusted advisor and then follow it up with the right mix of tenacity, ingenuity, and integrity resulting in deeper relationships, extension of ServiceNow throughout customer ecosystem, higher retention rates, and increased customer satisfaction scores.

SERVICENOW, ITIL, AND PMI CERTIFICATIONS:
* ServiceNow Knowledge 14 & 15 Trainer
* Certified ServiceNow System Admin, Implementation Specialist, and System Admin Trainer
* Certified ITILv3 Foundations, RCA, and OSA
* Certified PMI CAPM

How to contact me: ——– Send me a LinkedIn message or use Contact sheet below.

5 STEPS FOR LEARNING SERVICENOW

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Do you remember when you first heard about ServiceNow? Or the first time you were asked to use ServiceNow?

How did you learn to use it?

What resources were available to you? And what were your biggest struggles?

If you’ve been working in ServiceNow for a couple of years then you’ve likely been asked on more than one occasion “Where can I find good information on ServiceNow?” from colleagues, connections, or anyone else you meet or know that is interested in gaining deeper insight and experience either learning or using and developing in ServiceNow.

In this post I share a few of the resources I use myself and sometimes on a daily basis and others that I feel are great resources to have at your fingertips as you dive deeper into ServiceNow and the supporting ecosystem on your way to becoming a ServiceNow Jedi!

STEP 1: Build A Solid Foundation.

Review the ServiceNow Training website. For those that have the mean$ and can enroll in formal ServiceNow Training Classes, I highly recommend these as your first step.

Now, having said that my guess is that the majority of those reading this post are in one of three camps.

  1. Your Organization has limited budget and they are not able to send you to formal training classes
  2. You have taken formal ServiceNow training classes and you are now looking to expand your ServiceNow knowledge.
  3. You are taken formal ServiceNow classes at a later time/date and getting a head start on learning ServiceNow.

Whatever your situation is, I wanted to let you know you’re in luck!

STEP 2: Start With The BASICS:

  1. ServiceNow Home Page
  2. ServiceNow WIKI:
    1. Basically the Bible for ServiceNow. Here you will find all the product documentation you can handle.
  3. ServiceNow Books  (ServiceNow Wiki)
    1. Build books from product documentation and save them as pdf’s for easier reading on your iPad, iPhone, or other mobile device.
  4. ServiceNow Community / SNUGS or ServiceNow User Groups
    1. Signup for a SNUG near you & get involved!
  5. ServiceNow Foundations Courses

STEP 3: Expand Your ServiceNow Knowledge:

  1. ServiceNow Blog
  2. ServiceNow DEMO Instance
    1. SNC has public demo instance for anyone to use. It is refreshed every night, so break it if you want to.
  3. ServiceNow Useful Scripts:
  4. ServiceNow Slideshare
  5. ServiceNow Vimeo
  6. ServiceNow Brighttalk
  7. SNC GURU
    1. Former ServiceNow employee who started CrossFuze (ServiceNow Partner)
  8. ServiceNow Youtube 
  9. ServiceNow Community YouTube Videos
  10. EcoStratus: A Collection of ServiceNow Tutorials & Videos (My ServiceNow YouTube Playlist), Explore the #EcoStratus Technologies BLOG, Contact me for further resources.
  11.  Knowledge Base: New HI Improvements
    1. This landing page points to resources will help you become familiar with HI (ServiceNow Support Page). This is also where you will go to file service requests related to your (insert company) service-now.com instances.
  12. Knowledge Base: Solutions Resources Pages
    1. Solutions resource pages list Knowledge Base articles and additional support resources that cover common topics.
  13.  Product Documentation: Getting Started
    1. Review training, term glossaries, introductory books and an overview of the product in the ServiceNow product documentation.
  14. ServiceNow Developers Site

STEP 4: Connect With Other ServiceNow Professionals.

  1. Join various ServiceNow LinkedIn Groups
  2. As mentioned above – Join the ServiceNow Community & local SNUGS or ServiceNow User Groups
    1. Signup for a SNUG near you & get involved
  3. Lastly – Get to KNOWLEDGE 16!
    1. This is ServiceNow’s biggest event of the year and a chance for you to network with other ServiceNow professionals, take certified training classes, and have fun!

STEP 5: Hold On & Enjoy The Ride!

Welcome to YOUR ServiceNow Community!!

ADDED BONUS CONTENT:

So those are my tips for anyone interested in learning ServiceNow. If you have others you’d like to share please let me know and I will add them to the list.

If you liked this post please Like It, Share it!

 


 

ABOUT ME

Screen Shot 2015-10-07 at 9.25.08 PMI am an Independent ServiceNow Consultant, SME, Engagement Manager, Developer, System Admin, Trainer & documentation expert, and the Principal Consultant for EcoStratus Technologies. We Specialize in ServiceNow utilization beyond IT and across the enterprise.

I have more than 15 years experience within complex enterprise IT environments, 50+ successful ServiceNow implementations across various industries and have trained more than 400+ ServiceNow System Admin.

I am a focused self-starter who is passionate about technology, happy customers, and driving continued customer success by understanding customer requirements, promoting a full view of products/services within ServiceNow portfolio as a trusted advisor and then follow it up with the right mix of tenacity, ingenuity, and integrity resulting in deeper relationships, extension of ServiceNow throughout customer ecosystem, higher retention rates, and increased customer satisfaction scores.

SERVICENOW, ITIL, AND PMI CERTIFICATIONS:
* ServiceNow Knowledge 14 & 15 Trainer
* Certified ServiceNow System Admin, Implementation Specialist, and System Admin Trainer
* Certified ITILv3 Foundations, RCA, and OSA
* Certified PMI CAPM

How to contact me: ——– Send me a LinkedIn message or use Contact sheet below.

 

SERVICENOW PASSWORD RESET AND ORCHESTRATION INTEGRATION

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Automation_OrchestrationWhat is the ServiceNow Orchestration Application?

Orchestration automates simple or complex multi-system tasks on remote servers that are normally done manually. An Orchestration process can cross all management disciplines and interact with all types of infrastructure elements, such as applications, databases, and hardware. Orchestration combines the ServiceNow graphical workflow with the MID Server to run Orchestration-specific workflow activities.

ServiceNow Orchestration helps you:

  • Increase Efficiency. Improve operational IT efficiencies, speed up problem resolution and increase service availability by automating manual, routine, error-prone tasks to produce fast, predictable results.

  • Speed up Time-to-Value. Realize value quickly from ServiceNow Orchestration’s SaaS model, intuitive graphical workflow designer, library of pre-built orchestration activities, ready-to-use orchestration applications and automatic integration with the ServiceNow enterprise IT cloud.

  • Grow into Additional Value. As value is demonstrated, expand your ServiceNow Orchestration by adding activity packs, custom activities and other applications as your organization demands.

Learn more: ServiceNow Wiki – Orchestration


What is the ServiceNow Password Reset Application?

The Password Reset application helps organizations implement and monitor a customizable self-service or service-desk process for resetting and changing passwords on the local ServiceNow instance. Subscribing to the Password Reset Orchestration Add-on provides the ability to reset passwords on Active Directory and other credential stores. To see an introductory video on Password Reset, go to Introducing Password Reset (Video).

Password reset is available starting with the Dublin release.

ServiceNow has created an application that provides the familiar password reset experience of consumer Internet applications to enterprise IT, and has made it extensible to support custom credential stores and verification methods.

Example:

Setting up the ServiceNow Password Reset for Active Directory Password Reset. (Automated Active Directory Password resets using ServiceNow).

  1. Enabling end users the opportunity to reset their password on the login page of ServiceNow as shown below. The End user selects “Reset your password here”.
  2. Verify that the end user is actually a person (Using a reCAPTCHA image) and then determine who you are and the proper AD domain (by providing their e-mail address and user name).
  3. reCAPTCHA gives the user a challenge and a token that identifies the challenge.  If too many failures occur, a password-reset lockdown based on the following message will occur.
  4. Once the reCAPTCHA answer, username, and email match, ServiceNow reaches out to a ServiceNow Table (or external SQL server database) containing the challenge questions and pull back the questions related to this user.
    1. To verify that the end user is who they say they are, a number of challenge questions are provided that must be submitted correctly.
    2. The challenge answer is passed back to ServiceNow which then communicates with the ServiceNow table (or SQL server) to verify authenticity. Once again, running count is kept to prevent brute force attacks and time locks account if necessary.
    3. If the error threshold is reached, an incident is logged to document the source IP address and account attempting to be accessed if a lock occurs.
  5. As the final end user input, the individual must provide their new password.
  6. It’s at this point that the ServiceNow orchestration engine kicks in to integrate with Active Directory to make the change and an incident ticket is automatically opened and closed to document the password change.
  7. Upon successful completion, the end user is notified of success.

Learn more: ServiceNow Wiki – Password Reset

Why self-service password reset in ServiceNow?

Although ServiceNow’s primary focus is driving IT transformation leveraging their full Suite of ITSM applications, the automation component of ServiceNow called “Orchestration” provides the capabilities to implement password reset not only for ServiceNow itself but also other credential stores such as Active Directory or Lotus Notes.

The major business advantages of self-service password reset leveraging ServiceNow are:

  • Significantly reduces IT costs due to reduction in support resources required for completing password reset or unlocking activities.
  • Reduces the amount of time and effort required by end users to receive password reset support.
  • Allow an organization to leverage their investment in the ServiceNow platform licensing and ServiceNow administration resources and eliminate the need for a standalone password reset tool.
  • Provide end-users with the same streamlined process for resetting passwords across ServiceNow and other credential stores.

Whats installed with the ServiceNow Password Reset Orchestration Add-On? 

The following components are installed with the Password Reset plugin:

The Password Reset Orchestration Add-on provides additional options within the Password Reset application. However, no additional components are installed.

Learn More: ServiceNow Wiki – Password Reset Orchestration Add-On

AutomationWhy is self-service password reset important?

Password reset is the process of a user having a new password set for a user account that they can no longer access due to forgetting the password or being “locked out” which is usually from too many incorrect password attempts.  Unless a high quality (and often expensive) single sign-on (SSO) solution is in place, individuals at most organizations have many different passwords that they need to use to gain access to the systems used every day.  Often, the process for how passwords are reset varies by organization and then even by system requiring the password.

For example: Some password resets may be performed only by authorized administrators, others may be reset by authorized Service Desk resources, and in some cases self-service password reset may be available.

As password complexity has become more important, passwords have gotten longer and more complicated.  As a result, Gartner estimates that in many organizations, manual password resets alone can account for up to 30 percent of Help Desk work.  This keeps IT resources from other critical tasks and represents incredible inefficiencies in time and resources.

In addition to burdening IT resources, a PasswordResearch.com 2013 survey of US respondents (Link to http://passwordresearch.com/stats/statistic294.html) indicates that 54% of participants say it took a long time to reset their username or password one or more times over the past 2 years.  This is a clear indication of the inefficiencies that are experienced by the business end users as well.

What are the typical steps to setting up a successful Password Reset Processes?

Many people think of the password-reset tool as the solution, but having a successful process is much more than buying and configuring the tool.

Typically there are four steps to setup the password-reset process.

  • Planning to ensure that all applicable organizational guidelines, security policies, and areas of the organization are considered – This plan could include a Service Desk model (users reset their passwords with the assistance of a Service Desk employee) either by phone or in person. The plan could also include a self-service model (users reset their password over the Internet using a browser). Using both models together can often provide the greatest amount of flexibility while still maintaining a high level of security.
  • Setting up the password reset workflow processes according to the plan.
  • Resetting passwords – Depending on your organization’s password reset requirements, users can reset their passwords through a publicly accessible web page, or Service Desk employees with the proper password reset role can perform password resets on behalf of users.
  • Monitoring password reset activity to identify security threats and to ensure compliance with the organization’s password policy requirements.

What components make up a self-service password reset solution?

Self-Service can be done many different ways, but typically all methods involve these entities:

  • Enrollment or Auto-enrollment in the password reset program – This provides the setup of security questions or other authentication methods.
  • Create the Request for the password to be reset for a specific account.
  • Authenticate the user is valid.
  • Some password reset systems merely ask users to answer security questions, but more advanced password reset systems may also leverage a sequence of authentication steps such as:
    • Ask users to complete a reCAPTCHA, to demonstrate that they are human.
    • Ask users to enter a PIN, which is sent to their personal e-mail address or mobile phone.
    • Require use of another technology, such as a one-time-password token.
    • Leverage biometrics, such as a voiceprint.
    • Reset the Password.
    • Enable a secure method to provide the end user with their new or temporary password.

 


EcoStratus ServiceNow Resources

 ServiceNow Community Post: Password Reset Application

ServiceNow – Password Reset Book

ServiceNow Community Post: Ask the Expert

 

 

Screen Shot 2015-10-08 at 9.52.37 PM


ABOUT ME

Screen Shot 2015-10-07 at 9.25.08 PM

I am an Independent ServiceNow Consultant, SME, Engagement Manager, Developer, System Admin, Trainer & documentation expert, and the Principal Consultant for EcoStratus Technologies. We Specialize in ServiceNow utilization beyond IT and across the enterprise.

I have more than 15 years experience within complex enterprise IT environments, 50+ successful ServiceNow implementations across various industries and have trained more than 400+ ServiceNow System Admin.

I am a focused self-starter who is passionate about technology, happy customers, and driving continued customer success by understanding customer requirements, promoting a full view of products/services within ServiceNow portfolio as a trusted advisor and then follow it up with the right mix of tenacity, ingenuity, and integrity resulting in deeper relationships, extension of ServiceNow throughout customer ecosystem, higher retention rates, and increased customer satisfaction scores.

SERVICENOW, ITIL, AND PMI CERTIFICATIONS:
* ServiceNow Knowledge 14 & 15 Trainer
* Certified ServiceNow System Admin, Implementation Specialist, and System Admin Trainer
* Certified ITILv3 Foundations, RCA, and OSA
* Certified PMI CAPM

How to contact me: ——– Send me a LinkedIn message or use Contact sheet below.

 

 

WHAT HAPPENED TO MY KNOWLEDGE BASE ARTICLE’S AFTER UPGRADING TO FUJI VERSION OF SERVICENOW

Aside Posted on Updated on

ServiceNow Knowledge Base
ServiceNow Knowledge Base

Lately I have seen a fair amount of talk on the ServiceNow Community around challenges felt by customers migrating from ServiceNow Knowledge Base Eureka V2 to Fuji V3.

So rather than write up a long winded blog post displaying various business cases and examples “I’ve” seen, i’ve decided to simply present my findings and let you use them as you see fit. Whether you’ve already embarked on this migration or are in planning mode for future, I am sure you will find value at some level you can apply today, even if that value is more time.

Below is a collection of Knowledge Base Resources pertaining to differences within ServiceNow Knowledge Base Eureka V2 vs Fuji V3 (PDF version at bottom of page).


SERVICENOW KNOWLEDGE BASE V2 (EUREKA) VS V3 (FUJI)

KNOWN ERRORS IN V3
PRB632565: Knowledge v3 search results do not obey ACLs https://hi.service-now.com/kb_view.do?sysparm_article=KB0551111

PRB632565: Knowledge v3 search results do not obey ACLs

Login

Number: KB0551111

Because Knowledge v3 does not use ACLs to restrict access, knowledge search includes results that are restricted via ACLs for the current user.

Steps to Reproduce

1. Create ACLs that prevent a certain user from accessing knowledge articles. 2. Log in as the restricted user.
3. Search for a restricted article.

The article appears in search results but you cannot view the full article. Workaround

Do not use ACLs to restrict articles when using Knowledge v3. In v3, security is handled strictly by user criteria:

http://wiki.servicenow.com/index.php?title=Migrating_to_Knowledge_Management_v3#Key_Differences

If you need to prevent certain users from seeing knowledge articles, move those articles to a separate knowledge base with more strict user criteria.

For more information, see: KB0550924: Understanding User Criteria and ACLs in Knowledge v3. Related Problem: PRB632565

Seen In Fixed In

Eureka Patch 8 Fuji Patch 3 Fuji Patch 6

There is no data to report.

Associated Community Threads

Community Thread

https://community.servicenow.com/issues/3611

Article Information
Last Updated:2015-08-24 01:35:20

Published:2015-08-24 Copy Permalink

Title Responses

Restricted KB articles still showing in Fuji

Upvotes

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Knowledge Management

125 views Description

PRB632565: Knowledge v3 search results do not obey ACLs

Login

Number: KB0551111

Because Knowledge v3 does not use ACLs to restrict access, knowledge search includes results that are restricted via ACLs for the current user.

Steps to Reproduce

1. Create ACLs that prevent a certain user from accessing knowledge articles. 2. Log in as the restricted user.
3. Search for a restricted article.

The article appears in search results but you cannot view the full article. Workaround

Do not use ACLs to restrict articles when using Knowledge v3. In v3, security is handled strictly by user criteria:

http://wiki.servicenow.com/index.php?title=Migrating_to_Knowledge_Management_v3#Key_Differences

If you need to prevent certain users from seeing knowledge articles, move those articles to a separate knowledge base with more strict user criteria.

For more information, see: KB0550924: Understanding User Criteria and ACLs in Knowledge v3. Related Problem: PRB632565

Seen In

Eureka Patch 8

Fuji Patch 3

Fuji Patch 6

Fixed In
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Associated Community Threads

Community Thread

https://community.servicenow.com/issues/3611

Article Information
Last Updated:2015-08-24 01:35:20

Published:2015-08-24 Copy Permalink

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Restricted KB articles still showing in Fuji

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Understanding User Criteria and ACLs in Knowledge v3

https://hi.service-now.com/kb_view.do?sysparm_article=KB0550924

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Understanding User Criteria and ACLs in

Knowledge v3 286 views

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With the Fuji release, knowledge functionality is upgraded to Knowledge v3. Prior to Knowledge v3, ACLs and roles were used to determine who can view and create knowledge content. With Knowledge v3, this functionality was replaced with User Criteria.

User criteria allows knowledge managers to implement and modify security without a system administrator’s involvement, as well as define separate security configurations for different knowledge bases.

Refer to the ServiceNow product documentation for more information about these topics.

Knowledge v3 User Criteria

Basic Principles

Several basic principles apply to all instances when configuring user criteria in knowledge.

A knowledge manager can specify which users Can read and Can contribute to a knowledge base by creating and selecting user criteria.
A user must have at least one role to contribute. This requirement is independent of any user criteria selected for a knowledge base.

If no user criteria is selected for a knowledge base, all users can read and all users with roles can contribute to that knowledge base.
Selecting a single user criteria record in the Can read and Can contribute related lists restricts the audience and contributors of that knowledge base to those users.

Users included in the Can contribute user criteria can also read articles. You do not need to explicitly grant these users read- access.
Knowledge search results include articles from all knowledge bases the current user has access to. If user criteria prevents a user from viewing an article, that article does not appear in search results for that user.

User criteria records are shared between Knowledge and the Service Catalog.

ACLs in Knowledge v3

Knowledge v3 is intended to be used with user criteria alone. For best results, do not use ACLs to control access in Knowledge v3. Though ACLs control access in lists and forms, only user criteria is respected when you browse or search knowledge; ACLs are not. If you use ACLs to restrict content in Knowledge v3, these ACLs apply only when a user opens an article.

Recommendations for Adopting Knowledge v3

Follow these recommendations when configuring Knowledge v3:

Remove custom ACLs from the kb_knowledge table and replace them with user criteria. Mixing ACLs and user criteria may result in unexpected behavior.
Do not restrict access to knowledge bases for the purpose of targeting search results. Instead, create categories within the knowledge base to allow users to filter content when browsing or searching knowledge.

Example Use Cases

Several use cases are available describing pre-Fuji knowledge configurations that use ACLs, and how to migrate these configurations to Knowledge v3 using user criteria.

Example 1

“ACME North America has a knowledge base with articles visible to users based on the department that they work in. If the user is part of the HR department, there are articles that only they can see. Everyone can read IT department articles but only the IT department and Knowledge department can write them. Additionally there are articles that all users can read. “

You can implement this configuration in Knowledge v3:

1. Createtheseknowledgebases: Company Knowledge Base

HR Knowledge Base

IT Knowledge Base
2. Createausercriteriarecordwiththefollowingvalues.

Name: ACME North America

Company: ACME North America.
3. Createasecondusercriteriarecordwiththefollowingvalues.

Name ACME North America Knowledge Department Company: ACME North America
Department: Knowledge Department
Match All: Selected

4. Createathirdusercriteriarecordwiththefollowingvalues. Name: ACME North America IT Department Company: ACME North America
Department: IT Department

Match All: Selected
5. Configuretheusercriteriafortheknowledgebasesusingthetablebelow.

Using this configuration the Company Knowledge Base articles are visible to all users, the HR Knowledge Base is completely private to the HR department, and the IT Knowledge Base is available to all users but maintained only by the IT and Knowledge departments.

Example 2

“ACME Europe has a knowledge base where some articles are visible only to internal users. On each knowledge article record, Knowledge department members can control if the article is for internal or external users. ACME Europe users can see all articles. Only the Knowledge department can create articles.”

You can implement this configuration in Knowledge v3:

1. Createtheseknowledgebases: Internal Knowledge Articles

External Knowledge Articles 2. Createtheseusergroups:

Internal Users

External Users
3. Specifyifeachuserisinternalorexternalbyaddingthatusertotheappropriategroup. 4. Createausercriteriarecordwiththesevalues:

Name: ACME Europe

Company: ACME Europe
5. Createasecondusercriteriarecordwiththesevalues:

Name: ACME Europe Knowledge Department Company: ACME Europe
Department: Knowledge Department
Match All: Selected

6. Createathirdusercriteriarecordwiththesevalues: Name: Internal users

Groups: Internal Users
7. Createafourthusercriteriarecordwiththesevalues:

Name: External Users

Groups: External Users
8. Configuretheusercriteriafortheknowledgebasesusingthetablebelow.

Number: KB0550924

Knowledge base

Can read

Can contribute

Company Knowledge Base

ACME North America

ACME North America Knowledge Department

HR Knowledge Base

ACME North America HR Department

ACME North America HR Department

IT Knowledge Base

ACME North America

ACME North America IT Department and ACME North America Knowledge Department

Knowledge base

Can read

Can contribute

Internal Knowledge Articles

ACME Europe and Internal Users

ACME Europe Knowledge Department

External Knowledge Articles

ACME Europe and External Users

ACME Europe Knowledge Department

Using this configuration the Knowledge department does not need to indicate if each article is internal or external. Access is managed automatically by publishing to the correct knowledge base.

Article Information

Last Updated:2015-08-12 07:22:29 Published:2015-08-12

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These links may be helpful. With the new V3 in Fuji – ACL’s have been replaced with User Criteria Records.

User Criteria – ServiceNow Wiki

Getting familiar with Knowledge Management v3 in Fuji

ServiceNow KB: Understanding User Criteria and ACLs in Knowledge v3 (KB0550924)

ACLs in Knowledge v3

Knowledge v3 is intended to be used with user criteria alone. For best results, do not use ACLs to control access in Knowledge v3. Though ACLs control access in lists and forms, only user criteria is respected when you browse or search knowledge; ACLs are not. If you use ACLs to restrict content in Knowledge v3, these ACLs apply only when a user opens an article.

ServiceNow KB: PRB632565: Knowledge v3 search results do not obey ACLs (KB0551111)

Re: Restricted KB articles still showing in Fuji

Migrating to Knowledge Management v3 – ServiceNow Wiki

2 Key Differences

These key differences exist between the legacy and v3 knowledge management functionality.

Legacy Knowledge

Knowledge v3

One knowledge base.

Multiple knowledge bases.

A single publishing workflow shared by all articles.

Separate, customizable workflows available for each knowledge base.

Two-level organizational structure with Topic andCategory. A single organizational taxonomy shared by all articles.

Category structure with any number of levels. Each knowledge base has a unique category taxonomy.

Permissions defined per article using roles and ACLs.

Permissions defined per knowledge base using user criteria.

PDF with listing of KB PRB from ServiceNow as it relates to Eureka V2 and how this effects a migration to Fuji release and V3.

SERVICENOW KNOWLEDGE BASE V2 -EUREKA- VS V3 -FUJI-


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