2.2.1. Installing Applications and Plugins

💡 First Principle: Extending platform functionality by activating pre-built applications and plugins ensures that your ServiceNow instance can meet diverse business requirements efficiently and scalably, adhering to the principle of "Configuration over Customization."

Scenario: Your organization has decided to implement HR Service Delivery (HRSD) on ServiceNow. As the administrator, your first step is to enable the core HRSD functionality.

The core ServiceNow platform provides a robust foundation, but its true power is unlocked by activating specific applications and plugins. The fundamental 'why' of installing these is to expand your instance's capabilities to support specific business functions (e.g., HR Service Delivery, Security Operations) or enable advanced features (e.g., Service Mapping, Event Management) without requiring you to build these complex functionalities from scratch. This embodies "Configuration over Customization" by leveraging ServiceNow's extensive out-of-the-box solutions.

Key Concepts and Processes for Installing Applications and Plugins:

• Applications (Apps): These are large, standalone sets of features designed for a specific business domain (e.g., ITSM, HRSD, CSM). They often come with their own tables, modules, roles, and workflows. They are managed through the Plugins or All Applications module.
• Plugins: Smaller, modular components that add specific features or functionalities to the platform. A single application might consist of multiple plugins. Plugins are activated through the Plugins module in the Application Navigator (filter for "plugins").
• Activation Process:
  1. Navigate: Go to System Definition > Plugins (or System Applications > All Applications).
  2. Locate: Search for the desired application or plugin.
  3. Review: Understand the dependencies and potential impact. Some plugins are irreversible.
  4. Activate: Click "Activate/Install" and confirm. The system will load the necessary files and tables.
  5. Monitor: Activation can take time; monitor progress from the System Logs > Events or the plugin list.
• Dependencies: Many plugins have dependencies on other plugins. ServiceNow typically manages these automatically during activation, but understanding them is important for troubleshooting.
• Subscription vs. Core: Some applications require a separate subscription (e.g., HRSD), while others (like core ITSM) are part of the base platform. This impacts licensing.
• Impact: Activating a plugin or application can:
  • Add new tables, fields, modules, roles, and scripts.
  • Change existing UI or functionality.
  • Potentially impact performance during activation.

As a CSA, you'll frequently activate plugins to enable new features or troubleshoot issues. Knowing this process ensures your instance is correctly configured to meet evolving business needs, efficiently expanding its utility without resorting to complex custom development.

💡 Tip: Always activate new plugins in a non-production environment (e.g., a Personal Developer Instance or a Dev sub-production instance) first. This allows you to test the impact of the plugin and familiarize yourself with its new features without affecting your live production environment. Be aware that some plugins are irreversible.

⚠️ Common Pitfall: Activating plugins directly in a production environment without prior testing in a sub-production instance. Some plugins are irreversible and can significantly alter instance behavior.

Key Trade-Offs:

• Functionality vs. Complexity: Activating more plugins adds functionality but can also increase the complexity of the instance and potentially impact performance.

Reflection Question: How does the ability to install applications and plugins align with the "Configuration over Customization" principle, and what are the benefits of this approach for extending platform functionality?