ServiceNow instances are complex. There are a great many ways in which they can be changed, and often, there are several ways to achieve the same goal using different techniques. These changes can be done through configuration and customization.
Configuration uses the ServiceNow interface to set up rules, conditions, and other configurations, like global system properties and filters. This is often made by using a series of drop-down lists.
We can see an example of this in a business rule as follows:
Figure 1.1: Configuration example from a business rule
In Figure 1.1 we can see filter conditions and and ...
