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During some quiet time today I did some research on [Skills Based Routing.](http://en.wikipedia.org/wiki/Skills-based%5Frouting)This is a concept firmly understood and adopted in Call center/Teleph...

Skills based routing

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Matt Gaide, Brad Tilton, and myself \[edit\](Matt Beran)\[/edit\] have started a Service-Now video podcast. Think of it like webinars or show-and-tells without all the pain of having to be marketed...

SnappCast - service-now podcast call for guests

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![image](https://community.servicenow.com/community/image/serverpage/image-id/158231iFFA2405B8FD6A0E8/image-size/large?v=v2&px=999)Sometimes the most innocent-looking code can really bend your mind...

Unexpectedly Variable...

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Build A Simple SNMP Classifier

Build A Simple SNMP Classifier

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Glen O'Donnell revealed some early numbers from his, soon to be released, [Forrester survey on the impact of IT Service Management in organisations.](http://www.zdnet.com/blog/forrester/new-study-y...

We're on the right track!

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The ITILv3 Problem Management process diagram does a nice job of showing the lifecycle of a Problem - generation, categorisation, prioritisation - Workaround, Known Error and hopefully resolution. ...

Problem Management swim flow diagram

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My award winning loaner request system is public. I was honored that this entry won first place at the inaugural Innovation of the Year Award at Knowledge '10\. After negotiations with my former em...

Loaner Request System

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My Heart Will Go On – Recorder by Candle Light Video

My Heart Will Go On – Recorder by Candle Light

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Really cool!

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One of the barriers to learning about ITIL, is the sheer volume of text.I don't know exactly how many words are contained within the 5 books, but aside from that raw number the text can be dense an...

ITIL in 140 characters (or less!)

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One of the bloggers that I follow - the anonymous [ITILGirl](http://itilgirl.wordpress.com/) ([follow her on Twitter](http://twitter.com/!/itilgirl)) - posted an [interesting account of a service f...

A tricky position - made easier by communication

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I am now in my 7th week at ServiceNow — feeling a bit like a seasoned veteran with all the new folks starting after me. It's no secret that we are on an incredible growth trajectory — you feel it a...

Getting Cozy

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Braindump: Problem Management

Braindump: Problem Management

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Create an Attachment UI Action

Create an Attachment UI Action

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My last couple of blog posts have been about Change Management and the idea of checking for conflicting RFCs. ( [Part 1](http://community.service-now.com/blog/simonmorris/change-management-conflict...

Why organisations declare Change blackout windows

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Tyler Jones and Myself gave a brief preview of CMS and the recent development that went into the October 2011 release. We went over content types and the addition of global search results. Thank yo...

CMS Overview Deck for New England User Group

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Last week [I wrote about the Change Management conflict checking.](http://community.service-now.com/blog/simonmorris/change-management-conflict-checking-part-1)The example I showed was the Conflict...

Change Management conflict checking - Part 2

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Recently, a customer asked me if it is possible to write a probe and sensor to get an XML file from a Windows target. Getting the file was the easy part. Parsing the returned results in the sensor ...

Discovery: Parsing retrieved XML files

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Adding ESS Chat Capability to a Standard Homepage

Adding ESS Chat Capability to a Standard Homepage

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Has anyone customized help the help desk to pull more information? Please comment, or contact me (signature)

Help the help desk customization

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Adding ESS Chat Capability to a Standard Homepage

Adding ESS Chat Capability to a Standard Homepage

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Highlight Selected Navigation Module

Highlight Selected Navigation Module

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How to add a Highlight to the Selected Navigation Module in ServiceNow

How to add a Highlight to the Selected Navigation Module in ServiceNow

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From time-to-time I'd like to tap into the ServiceNow community (i.e. you lot) to get feedback and crowdsource some information. This would really help as the AppDev team move between products. It...

Crowdsourcing: Why do you declare Blackout Windows?

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Rather that forgoing the pains of brain surgery so that my thoughts on Content Management System (CMS) can be seen by the ServiceNow community, I took some time this past week to add to the CMS Wik...

Take a look at the CMS Tutorial Just added to the WIKI

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