Authors

John Hennen

John Hennen

John is a Managing Architect in Concurrency’s Infrastructure Practice, where he focuses on server infrastructure and IT process improvement. Among John’s specific technology specializations are System Center, Windows Server, and Hyper-V. He helps clients design and implement IT services in accordance with ITIL standards, to align with strategic business needs while improving IT services and customer satisfaction and reducing costs.

Contributions by John Hennen

ServiceNow CSM - Consumer and Consumer User Craziness!

Leveraging Customer Service Management for Business-to-Consumer capabilities instead of (or as well as) Business-to-Business is a powerful way to expand the reach and capabilities of your customer service desk.  This post will review the Consumer user type in ServiceNow, and some gotchas to watch out for!

John Hennen by John Hennen

Updating the anonymous chat record producer in ServiceNow

Anonymous chat is a useful feature especially in Customer Service Management scenarios.  When an anonymous chat is requested by a user they are presented with a custom record producer to gather initial information.  This post will review how to update that record producer and things to consider if you wish to do so.

John Hennen by John Hennen

Duplicate Input Parameters in Orchestrator Runbooks

Hello everyone!  Recently I was working on a project for a client that required a parent runbook to call a child runbook that had a TON of input parameters.  I dutifully typed them in to the Initiali...

John Hennen by John Hennen

Validation in Service Manager Custom Forms

Building on my good buddy Christopher's recent blog posts about custom forms in Service Manager (Part 1, Part 2) today I'd like to talk about how to add validation to your custom forms.  This post as...

John Hennen by John Hennen