Nomination forms are live for the 2026 ServiceNow MVP program. You may apply any day from Dec 1st - Dec 31st Apply now Earlier this year, we reached a new milestone—815K community members. Today, we...
At ServiceNow, we believe that truly understanding customer needs is the key to creating tools and experiences they’ll love. The team I lead, the UX Research and Insights team (UXRI), dives deep into ...
The Adaptive Governance Framework An extension of The Governance Topology Table of Contents 1 - Introduction 2 - Disclaimer 3 - Ideation types 4 - Demand Dimensions 4.1 - On Normal and Minor demands 4...
We’ve seen that one of the hottest topics at ServiceNow Knowledge 2025 (K25) is how to put AI to work in ServiceNow. The AI Agent, AI Workflow Data Fabric are the key approaches ServiceNow is taking t...
The Governance Topology A Fundamental Framework for Mapping out Governance Table of Contents 1 - Introduction 2 - Disclaimer 3 - Why Introduce The Governance Topology 4 - What is The Governance Topolo...
OverviewIn any organisation data architects need to be able to report on classification given to fields in ServiceNow. This helps control how data can be handled, who can access it and what can we do ...
Recently, a client was asking about security best practices when implementing Discovery. Here are five best practices I have used for securing IT infrastructure when using ServiceNow Discovery. Are th...
OverviewOver the years I haven see customers struggling to export data thinking all they can do is either do it manually or via a web service, but they forget about “Export Sets”, a feature that if I ...
Become an expert-level Automotive sales representative in ServiceNow University:https://learning.servicenow.com/lxp/en?id=learning_course_prev&course_id=41c2b6b4473c36904f97dc84f16d437d Partners can e...
Nomination forms are live for the 2026 ServiceNow MVP program. You may apply any day from Dec 1st - Dec 31st Apply now Earlier this year, we reached a new milestone—815K community members. Today, we...
With a customer events fresh from last week, the timing is relevant to share how P1s can be learning opportunities. It’s the dreaded P1 situation with war rooms, hotlines, and heated sentiment across ...
OverviewAI has been a thing for a few years in the IT ecosystem and ServiceNow is no exception. Things have evolved and been improved over time, but some organisations still don’t know how to make use...
A common question when evaluating how to execute demands. Do I build or buy? Often, customers only think of the initial investment and what is the path with the least amount of friction. Often, not al...
"Future-proofing," if there is ever such a thing, is about creating scalability rather than predicting every possibility (e.g. build for the general, not exception). A well-architected ServiceNow plat...
OverviewBack in 2023 I talked about the Access Analyzer plugin that had just been published. Lots of things have changed since and there are many of them that are quite interesting.Initially this feat...
Lol @raravind47 / @gliriel, Why have you created two new accounts? @Dan Bruhn
OverviewBack in 2023 I talked about the “Data Filtration” plugin, but ServiceNow have decided to retire it in favour of Security Data Filters, which come enabled by default in new instances. These wil...
A CMDB is valuable only when decisions improve because of it. Start by defining critical services and the CIs required to support incident impact assessment, change risk, and asset lifecycle. Limit sc...
ServiceNow holds high-signal operational data—requests, approvals, incidents, changes, assets, identities. Treat it as a first-class data product. Define a shared data model: normalize key entities (u...
Even the best workflow will fail if the organization isn’t enabled to use it. Treat enablement as non-negotiable scope. Build a change plan that addresses awareness (why this matters), ability (how to...
Portals succeed when they mirror how people think and act, not your org chart. Start by mapping end-to-end journeys (e.g., new hire, laptop break/fix, role change, vendor onboarding). Identify moments...
A ServiceNow KPI architecture should begin with experience and flow, not activity counts. Establish a layered model: Level 1 outcomes (e.g., CSAT, EX, NPS, cost-to-serve), Level 2 flow metrics (lead t...
Good governance accelerates delivery by clarifying what’s allowed, what’s reviewed, and what’s automated. Define tiers: low-risk changes flow with automated tests and approvals; medium-risk changes ge...
Platform underfunding is value starvation. Treat ServiceNow as a product with roadmaps, not a cost center. Shift from episodic project funding to capacity-based funding aligned to value streams (e.g.,...
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Cooks and Chaos: Turning a Self-Inflicted P1 into ...
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Buy or Build: What to do?
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"Future-Proofing": Preparing for What’s Next on th...
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CMDB that Executives Trust
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Data as an Asset: ServiceNow’s Role in the Enterpr...
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Landing Change: Enablement as a First-Class Capabi...
