What adopting imaginary animals, a.k.a. ServiceNow is good for?

In the world of modern software development, platforms that streamline processes and reduce complexity have become essential. ServiceNow, a powerful platform-as-a-service (PaaS), stands out as one such tool, offering flexibility and scalability for a wide range of use cases. In a recent discussion between two developers, Endre Gábriel and Ricsi Sándorfi, they explored the platform’s capabilities and shared their experiences working with it. This article synthesizes their conversation, shedding light on what ServiceNow is, how it is used, and its potential benefits for businesses.

What is ServiceNow?

ServiceNow is a cloud-based platform originally designed as an IT Service Management (ITSM) tool, but over time, it has evolved into a full-featured platform for enterprise-level applications. As Ricsi explains, the platform was first developed by Fred Luddy in 2003 as a small, garage project. By 2005, ServiceNow had expanded significantly, and today it ranks among the top platforms in IT management.

Despite its growing importance, many people, even within IT sectors, may not be familiar with the platform. As Endre humorously notes, he initially thought “Snow” referred to something as whimsical as the movie Frozen, but later discovered it was the colloquial term for ServiceNow within his company.

At its core, ServiceNow enables companies to manage their IT infrastructure efficiently, offering out-of-the-box solutions for IT service management, customer service, and order management. However, as the developers highlight, its capabilities go far beyond these initial functions.

A flexible platform for development

ServiceNow’s flexibility lies in its ability to handle a wide range of business needs. Endre and Ricsi discuss how the platform allows developers to build custom applications tailored to specific requirements, thanks to its rich feature set and user-friendly interface. While Ricsi has a background in web development, he has spent the last four years working exclusively on ServiceNow projects. His team at Telekom has developed an order management tool on the platform, which helps automate and streamline the procurement process.

One of the key advantages of ServiceNow, as Ricsi notes, is its ability to simplify database management through a comprehensive user interface. Developers can create tables, manage records, and even customize forms without diving deep into backend development. This approach enables faster deployment of applications, making it ideal for businesses seeking rapid solutions.

Ricsi shared a fun example from when he first started working with ServiceNow. He recalled a tutorial project designed to teach the platform by allowing users to “adopt imaginary pets.” This internal application let users interact with virtual pets while they worked, offering a playful way to learn the platform’s features. While the project didn’t necessarily have “business value,” it was an engaging way to understand ServiceNow’s capabilities, such as managing data, building user interfaces, and automating simple processes.

This example perfectly illustrates how the platform encourages creative learning, allowing developers to explore its potential in unique and engaging ways.

Out-of-the-box features and customization

Ricsi emphasizes that one of the greatest strengths of ServiceNow is its out-of-the-box features. These include modules like ITSM and order management, which can be implemented quickly and customized as needed. Businesses that subscribe to these modules gain access to a suite of tools designed to automate common processes, such as customer requests, incident management, and order tracking.

Customization is another crucial feature of ServiceNow. Users can modify almost any aspect of the platform, from form fields to workflows, without writing extensive code. For example, Ricsi demonstrates how he can add new fields to a request form with just a few clicks. This simplicity makes ServiceNow accessible to teams with varying levels of technical expertise.

The power of integration

One of the points the developers touch on is ServiceNow’s ability to integrate with other tools and platforms. The platform’s modular architecture ensures that out-of-the-box components work seamlessly with custom-developed applications. Additionally, ServiceNow offers a range of APIs that developers can use to integrate the platform with third-party systems.

This flexibility is particularly important in large organizations like Telekom, where different teams may use various tools for different functions. ServiceNow provides a unified platform where these tools can communicate, and data can flow between systems efficiently.

The learning curve: is ServiceNow hard to master?

For developers new to ServiceNow, the learning curve can vary depending on the complexity of the project. Endre, intrigued by the platform’s ease of use, asks whether it is difficult to learn. Ricsi reassures him that ServiceNow offers extensive resources, including free tutorials, learning portals, and even temporary instances for practice.

The imaginary pet adoption tutorial Ricsi mentioned earlier is a great example of how the platform supports beginner-friendly learning experiences. Developers can explore ServiceNow’s functionalities in a low-stakes environment, gaining hands-on experience without the pressure of working on real business-critical applications.

However, he also points out that while junior developers can handle simpler tasks using the no-code environment, more complex projects may require deeper knowledge of JavaScript and the ServiceNow API. This blend of ease-of-use for beginners and advanced functionality for experienced developers is one of the reasons ServiceNow has become so popular.

A developer-friendly platform

From a developer’s perspective, ServiceNow offers several conveniences, including the ability to work almost entirely within a web browser. Ricsi mentions that while there is integration with tools like Visual Studio Code, much of the work can be done directly in ServiceNow’s own interface. This includes everything from setting up workflows to writing JavaScript code for custom actions.

While there are areas that could be improved—such as the platform’s integrated development environment (IDE), which Ricsi finds only “so-so”—the platform still offers robust tools for creating complex applications. Developers can manage tasks, assign responsibilities, and monitor progress through a series of customizable dashboards, making project management more efficient.

Conclusion

The conversation between Endre and Ricsi offers valuable insights into ServiceNow’s capabilities as a platform-as-a-service. From its origins as an ITSM tool to its current status as a flexible, powerful platform for enterprise application development, ServiceNow has proven itself as a go-to solution for companies looking to automate and streamline their processes. Whether through its out-of-the-box features, its ease of customization, or its support for both no-code and full-code development, ServiceNow offers something for every developer and business.

The playful imaginary pet adoption example shared by Ricsi not only demonstrates the platform’s versatility but also highlights how ServiceNow fosters creative and engaging learning experiences. For companies looking to optimize their workflows or for developers seeking a new platform to master, ServiceNow provides an impressive array of tools and features. As Ricsi demonstrated, the platform enables fast development and integration, making it an indispensable tool for the modern enterprise.

Listen to the episode here (Hungarian): https://www.deutschetelekomitsolutions.hu/podcasts/mire-jo-kepzeletbeli-allatokat-orokbefogadni-tudj-meg-mindent-a-servicenow-rol/