The Structure of the Program: The program spanned 12 weeks, with weekly live sessions every Friday for two hours. Depending on the number of groups in the cohort, the chance to present in a live sessi...
Every ServiceNow implementation eventually faces a critical integration design decision: which pattern to use when connecting the platform to external systems. ServiceNow offers dozens of integration ...
The Question That Won't Stay AnsweredSpend time in the ServiceNow community and a consistent pattern surfaces. Questions about CMDB CI ownership recur at every maturity level, from organisations build...
Balancing OOTB Principles with Legislative RealityIn the ServiceNow ecosystem, "Out-of-the-Box" (OOTB) is the Holy Grail. Every Australian Federal Government RFT (Request for Tender) mandates an OOTB ...
Many organisations invest heavily in building a CMDB to support a broad range of operational and strategic outcomes from processes including Incident and Problem Management to Change Enablement, Opera...
Strategic Implementation Roadmapping for the Public SectorOne of the most common pitfalls in ServiceNow implementations is the "Big Bang" failure—which is attempting to go live with everything at once...
Winning the Work through Architectural IntegrityResponding to an Australian Federal Government RFT (Request for Tender) is an exercise in precision. In the public sector, it isn't always the cheapest ...
Navigating the High-Assurance Cloud for the CommonwealthThe Australian Federal Government is currently witnessing a significant migration trend: the move toward the ServiceNow Protected Platform (SPP)...
Security is Not a Feature; It is the FoundationIn the Australian Federal Government, security is the lens through which every architectural decision is viewed. As a Lead Architect, navigating the Info...
The Strategic Shift to Intelligence-First ArchitectureAs we move through 2026, the conversation surrounding Artificial Intelligence in the Australian Federal Government has matured. The conversation a...
/Retrospective Implementation of Domain Separation in ServiceNow / ContentsExecutive summaryUnderstanding Domain SeparationWhy retrofitting is fundamentally differentMajor risk areasWhen is retrofitti...
Introduction In ServiceNow, data can be classified into several broad categories depending on its nature, how it is created, updated, and used across the platform. These classifications help in: Desig...
---Please consult security and risk organizations before proceeding with the design below. In an ideal scenario, we don't want retirees to access employee information. The following approach was socia...
Executive Summary ServiceNow does not natively support AVRO file ingestion. Import Sets accept CSV, Excel, XML, and JSON only. However, the problem should not be framed as “how do I get AVRO into Serv...
Naming conventions are one of the first things architects define and one of the first things delivery teams quietly abandon. In theory, naming standards bring clarity, consistency, and easier support....
Governance in ServiceNow rarely fails because it is absent. More often, it fails because it is designed in isolation from delivery reality. I’ve seen governance models that look excellent in steering ...
Every organisation wants a clean ServiceNow instance. In practice, no mature platform ever truly is—and that’s not a failure. It’s a by-product of real use. The idea of a permanently “clean” instance ...
Somewhere along the way, “customisation” became a dirty word in ServiceNow conversations. I understand why—but the platform was never designed to be used without customisation. It was designed to be e...
Technical debt in ServiceNow is rarely dramatic. It doesn’t usually come from one bad decision; it comes from hundreds of reasonable ones made under pressure. What hurts long term isn’t that debt exis...
Future-state architectures are often beautifully drawn—and are mostly quietly ignored. In many programs, the future-state design represents an ideal world where constraints don’t exist: clean data, al...
On paper, scoped apps are the safer choice. Isolation, namespace protection, upgrade resilience—it all sounds compelling. In practice, the decision between scoped and global is rarely that simple. I’v...
Every architecture decision involves trade-offs. Yet in most design documents, those trade-offs are either hidden or sanitised away. What gets documented is the decision, not the cost of making it. I’...
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Instance Strategy Mistakes I See Repeated Across E...
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Article: CTA Series - The Journey from Code to Str...
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CTA Series - The Journey from Code to Strategy (Pa...
