ServiceNow Introduction

Information Technology Infrastructure Library - A set of best-practice publications for IT service management.
The essence of ITIL is to make IT services explicit and strictly focused on client needs.
Clearly defined responsibilities for service provision within the IT organization, and effectively designed IT processes.
As a result, the IT organization concentrates on the services required by the customer side, rather than being focused on technologies.
ITIL

Service is a means of delivering value to customers by facilitating outcomes customers want to achieve without the ownership of specific costs and risks.
Service management is a set of specialized organizational capabilities for providing value to customers in a form of service.
ITIL terms

Refers to the implementation and management of quality information technology services. IT service management is performed by IT service providers through people, process and information technology.
Tools and ITSM platforms:
BMC Software: BMC Remedy IT Service Management
CA Technologies: CA IT Service Management
IBM: IBM Tivoli Service Request Manager
ServiceNow
ITSM

Gartner: Magic Quadrant for IT Service Management Tools

SaaS model, PaaS, ITIL, Web 2.0
Rhino, HTML, CSS, JavaScript, Jelly
ServiceNow
Client Site
IPSEC
Firewall Cluster
Load Balancer
Web Server
J2EE App Server
DB
httpsssl

PaaS and SaaS are cloud computing service models.
PaaS (Platform as a service) provides you computing platforms which typically includes operating system, programming language execution environment, database, web server etc. Examples : AWS Elastic Beanstalk, Windows Azure, Heroku, Force.com, Google App Engine.
SaaS (Software as a service) model you are provided with access to application softwares often referred to as on-demand softwares. No need to worry about the installation, setup and running of the application as service provider will do that for you. Available to customers over a network, typically the Internet. Examples : Google Apps, Microsoft Office 365
SaaS & PaaS

Scripting in ServiceNow
To implement some Business logic you can use scripting ServiceNow tools.
There are 17 script types, they are pretty common
But most important differences :
- what it is used for
- client or server side

Glide Class Overview
Server-side Glide Classes
GlideRecord
GlideElement
GlideSystem
GlideAggregate
GlideDateTime
Client-side Glide Classes
GlideAjax
GlideDialogWindow
GlideForm
GlideList2
GlideMenu
GlideUser

User interface stack technology map

Some scripting examples
Client Side
Server Side
Glide Ajax
Client Side

https://developer.servicenow.com
https://community.servicenow.com
https://www.servicenowguru.com
http://www.servicenowelite.com
Links for self-studying