Recently Linkedin ServiceNow Learning Community contacted the evaluation of ServiceNow related posts through Linkedin and selected the top most popular ServiceNow posts loved by Linkedin members. This evaluation process has been performed based on the following categories:

1. The post must be ServiceNow OOB features, configuration and technical scripts.
2. The like score - must be top 15 and have high repost

Top 13 most popular posts and authors are summarized below:

• UN Utils slash command: /rnd -asnull

• The feature to use he double asterisks (**) in reference fields

• Modify OOTB dictionary records in #ServiceNow without changing them

• The Read-only reference field -Read Icon (pop-up)

• New feature - log context map

• Diagrams and outline five critical areas of the ServiceNow ITOM Suite

IT Operations Management (#ITOM) is an essential discipline within Service Management and has been a significant focus for ServiceNow since the early days of the #nowplatform!

As technology is increasingly interwoven with the services and applications we use daily, ITOM's role in businesses becomes more crucial.

However, the task is challenging, especially with the expansion of IoT devices and Artificial Intelligence. In this context, 𝐒𝐚𝐭𝐲𝐚 𝐍𝐚𝐝𝐞𝐥𝐥𝐚, Microsoft’s CEO, aptly stated, "𝐸𝑣𝑒𝑟𝑦 𝑐𝑜𝑚𝑝𝑎𝑛𝑦 𝑖𝑠 𝑎 𝑠𝑜𝑓𝑡𝑤𝑎𝑟𝑒 𝑐𝑜𝑚𝑝𝑎𝑛𝑦. 𝑌𝑜𝑢 ℎ𝑎𝑣𝑒 𝑡𝑜 𝑠𝑡𝑎𝑟𝑡 𝑡ℎ𝑖𝑛𝑘𝑖𝑛𝑔 𝑎𝑛𝑑 𝑜𝑝𝑒𝑟𝑎𝑡𝑖𝑛𝑔 𝑙𝑖𝑘𝑒 𝑎 𝑑𝑖𝑔𝑖𝑡𝑎𝑙 𝑐𝑜𝑚𝑝𝑎𝑛𝑦." ️

This quote highlights the importance of ITOM in modern business operations, where even a minute of downtime can cost 𝓂𝒾𝓁𝓁𝒾ℴ𝓃𝓈!

The following diagrams outline five critical areas of the ServiceNow ITOM Suite, now a part of Technology Excellence:

𝘿𝒊𝙨𝒄𝙤𝒗𝙚𝒓𝙮:: Integrated into the Now Platform from its early days, it helps collect information from devices and populates the #cmdb

𝙀𝒗𝙚𝒏𝙩 𝙈𝒂𝙣𝒂𝙜𝒆𝙢𝒆𝙣𝒕: This involves collecting events from monitoring systems, correlating them, and generating alerts.

𝑺𝙚𝒓𝙫𝒊𝙘𝒆 𝑴𝙖𝒑𝙥𝒊𝙣𝒈: This feature enables the creation or discovery of Service impact models, attaching events to the nodes of these models. Service Mapping was the second ServiceNow acquisition of the company Neebula in 2014, and their flagship product, ServiceWatch, was fully reimplemented on the platform. ️

𝑪𝙤𝒓𝙚 𝘼𝒖𝙩𝒐𝙢𝒂𝙩𝒊𝙤𝒏: This plugin underpins the technical capabilities required for discovery.

𝙈𝑰𝘿 𝙎𝒆𝙧𝒗𝙚𝒓: It serves as the foundation for the functioning of the Management, Instrumentation, and Discovery server, supporting discovery and many other capabilities. ️

• GenAI data model as an essential subject for exploration and comprehension.

The advent of #genai capabilities within the #nowplatform is currently one of the most engaging topics of discussion, positioning the ServiceNow GenAI data model as an essential subject for exploration and comprehension.

GenAI symbolizes a pivotal moment for any organization, underscoring the realization that systems that integrate 𝒕𝒉𝒆 𝒊𝒏𝒕𝒆𝒍𝒍𝒆𝒄𝒕 𝒐𝒇 𝒉𝒖𝒎𝒂𝒏𝒔 𝒂𝒏𝒅 𝒄𝒐𝒎𝒑𝒖𝒕𝒆𝒓𝒔 are poised to surpass those powered solely by either. This observation highlights the impact of GenAI in propelling 𝐨𝐩𝐞𝐫𝐚𝐭𝐢𝐨𝐧𝐚𝐥 𝐞𝐟𝐟𝐢𝐜𝐢𝐞𝐧𝐜𝐢𝐞𝐬 and 𝐝𝐞𝐜𝐢𝐬𝐢𝐨𝐧 𝐦𝐚𝐤𝐢𝐧𝐠 to new heights.

Incorporating GenAI into the ServiceNow architecture enriches its existing AI/ML capabilities. It aims to facilitate a myriad of tasks, including 𝑠𝑢𝑚𝑚𝑎𝑟𝑖𝑧𝑎𝑡𝑖𝑜𝑛, 𝑡𝑒𝑥𝑡-𝑡𝑜-𝑐𝑜𝑑𝑒, 𝑡𝑒𝑥𝑡-𝑡𝑜-𝑤𝑜𝑟𝑘𝑓𝑙𝑜𝑤, ️ 𝑣𝑖𝑟𝑡𝑢𝑎𝑙 𝑎𝑠𝑠𝑖𝑠𝑡𝑎𝑛𝑡 𝑐𝑜𝑛𝑣𝑒𝑟𝑠𝑎𝑡𝑖𝑜𝑛𝑠, ️ 𝑓𝑜𝑟𝑚 𝑎𝑢𝑡𝑜𝑐𝑜𝑚𝑝𝑙𝑒𝑡𝑖𝑜𝑛, and more, through seamless integration with both native (#NowLLM) and third-party Large Language Models (#llms ).

Attention might gravitate towards elements like the 𝗚𝗲𝗻𝗔𝗜 𝗖𝗼𝗻𝘁𝗿𝗼𝗹𝗹𝗲𝗿. Yet, the essence of the GenAI data model is predominantly housed within 𝑮𝒍𝒊𝒅𝒆 𝑶𝒏𝒆𝑬𝒙𝒕𝒆𝒏𝒅, 𝑮𝒍𝒊𝒅𝒆 𝑪𝒐𝒏𝒗𝒆𝒓𝒔𝒂𝒕𝒊𝒐𝒏 𝑮𝒆𝒏𝒆𝒓𝒂𝒕𝒊𝒗𝒆 𝑨𝑰, and the 𝑵𝒐𝒘 𝑨𝒔𝒔𝒊𝒔𝒕* packages.

The diagram provided below outlines all the entities and relationships in those packages, offering valuable insights

for those keen on delving deeper into the product through documentation and available training resources:

𝐆𝐞𝐧𝐀𝐈 𝐂𝐚𝐩𝐚𝐛𝐢𝐥𝐢𝐭𝐢𝐞𝐬: The foundational capabilities of the GenAI model, crafted through configurations, definitions, and attributes.

𝐆𝐞𝐧𝐀𝐈 𝐕𝐚𝐥𝐢𝐝𝐚𝐭𝐨𝐫𝐬: Employing validator scripts to enhance the quality and format of responses.

𝐆𝐞𝐧𝐀𝐈 𝐋𝐨𝐠𝐬: The logbook of all GenAI interactions, pivotal for subsequent analysis and gaining insights.

𝐍𝐨𝐰 𝐀𝐬𝐬𝐢𝐬𝐭 𝐒𝐤𝐢𝐥𝐥: Detailing the configuration of available skills.

𝐕𝐀 𝐆𝐞𝐧𝐀𝐈 𝐒𝐤𝐢𝐥𝐥: Illustrating the specific skills related to virtual assistants.

A 𝐡𝐢𝐠𝐡-𝐫𝐞𝐬𝐨𝐥𝐮𝐭𝐢𝐨𝐧 𝐯𝐞𝐫𝐬𝐢𝐨𝐧 of the diagram is accessible via a 𝒍𝒊𝒏𝒌 𝒊𝒏 𝒕𝒉𝒆 𝒄𝒐𝒎𝒎𝒆𝒏𝒕𝒔 for those interested in a more detailed exploration. If you find this overview beneficial, please consider 𝘭𝘪𝘬𝘪𝘯𝘨, 𝘤𝘰𝘮𝘮𝘦𝘯𝘵𝘪𝘯𝘨, 𝘢𝘯𝘥 𝘴𝘩𝘢𝘳𝘪𝘯𝘨 this post with your network!

P.S.: The analogy of GenAI with clocks and alarms might stem from its inherent urgency and potential for immediate impact. Echoing 𝐒𝐭𝐞𝐩𝐡𝐞𝐧 𝐇𝐚𝐰𝐤𝐢𝐧𝐠, AI will be “𝑒𝑖𝑡ℎ𝑒𝑟 𝑡ℎ𝑒 𝑏𝑒𝑠𝑡 𝑜𝑟 𝑡ℎ𝑒 𝑤𝑜𝑟𝑠𝑡 𝑡ℎ𝑖𝑛𝑔 𝑒𝑣𝑒𝑟 𝑡𝑜 ℎ𝑎𝑝𝑝𝑒𝑛 𝑡𝑜 ℎ𝑢𝑚𝑎𝑛𝑖𝑡𝑦.” We must navigate its development with careful governance to unlock [Gen]AI's vast benefits

• Script how to determine all Flows which are attached to a table.
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