ServiceNow is a powerful cloud platform that streamlines work, eliminating silos and improving efficiency across an organization through automation. Despite its sophisticated and comprehensive solutions for various enterprise needs such as ITSM (IT Service Management), ITOM (IT Operations Management), SAM (Software Asset Management), and GRC (Governance, Risk & Compliance), to name a few, you might not be getting the maximum value from ServiceNow.
Small steps pave the way to improvement, and we have a few tips to help you make the most of ServiceNow.
1. Avoid Over Customization
Just because you can drive down a different road, doesn’t always mean you should. Similarly, just because you can create custom ServiceNow code, it’s not always the best choice. Many ServiceNow customers over customize by altering source code on their solutions or adding new functionality that is not part of the out-of-the box (OOB) ServiceNow software.
While customizations can seem convenient, they can do long-term damage. Remember that every change you make is one extra thing to must be maintained and tested for every new ServiceNow release, every 6 months. What seems like a few customizations, can easily snowball into an unmanageable amount of work when it’s time to upgrade ServiceNow.
It is unfortunately a widespread practice for organizations to over-customize their ServiceNow instances, at various stages of their ServiceNow evolution. In fact, during Knowledge ’18, John Donahoe, the ServiceNow CEO, asked customers to avoid customization during his keynote speech.
It’s better to avoid over customization, and some research or talking to an expert ServiceNow partner can guide you, and maybe shed some light on how things will pan out if you simply wait for the next release of ServiceNow.
2. More Script Includes
When you use global business rules, or even worse, choose to write the code in multiple places, you are breaking the sanctity of centralization and making ServiceNow maintenance harder. Instead of either of these options, it is better to use script includes that define a function or object class.
The advantages of doing so are that script includes are only loaded on request, and if you ever need to edit them, you can easily do it in one location, rather than searching for multiple pieces of code.
3. Make Sys IDs Editable
ServiceNow is actually designed to require minimal maintenance. However certain habits can complicate things and lead to more maintenance requirements. So, instead of hardcoding in scripts it is a best practice to put them into system properties, so they are easily manageable.
If you require any support with ServiceNow, please feel free to contact us. Our experts at abhra Inc. are experienced ServiceNow implementation partners for all things ServiceNow, such as ServiceNow implementations, MSPs, CMDB and modules for GRC, SAM and more.