Blogs

Featured Congratulations 2025 ServiceNow Community Rising Stars!

We’re pleased to announce the long-awaited new wave of ServiceNow Community Rising Stars. You may wonder, what makes Rising Stars incredible? They are ServiceNow practitioners from all over the world who are setting a strong example for how to...

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Featured Agentic AI (AI Agent) Development Guidelines and Use Cases (Hands-on Experience)

With the Yokohama release, ServiceNow introduced specialized AI agents that optimize operations. These agents handle both repetitive and complex tasks, boosting efficiency and allowing employees to focus on strategic work. By adopting Agentic AI, org...

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Featured Useful ServiceNow AI Resources (Now Assist Skils, AI Agent and Workflow Data Fabric)

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 to deliver AI-powered solutions. After K25, I gathe...

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Featured How Customer Insights Shaped ServiceNow University and AI Control Tower

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 research to uncover those needs. This work transfo...

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Featured The Governance Topology V.1

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 Topology 4.1 - The Governance Onion 5 - The Referen...

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Yokohama new stuff: HR Triaging Dashboard

This new capability I absolutely love. The triaging dashboard is available in the HR Agent Workspace and allows an agent to review their teams cases - presented as cards in vertical lanes - like a Kanban board. You can drag cases between the lanes to...

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Workplace Service Delivery - Delivering the Future of Workplace Experiences with ServiceNow

Delivering the Future of Workplace Experiences with ServiceNow Last week, I hosted a live demo focused on Workplace Service Delivery (WSD) — and it was an exciting look into how organizations are transforming the way they manage hybrid work, emplo...

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Why Low‑Code on ServiceNow Is a Strategic Advantage

Low‑code isn’t a shortcut; it’s a strategy. On ServiceNow, low‑code translates into faster time‑to‑value with enterprise guardrails, thanks to App Engine’s governed development experience. You get reusable data models, cataloged integrations, and pla...

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The nudge you needed to move to Platform Analytics

OverviewPlatform analytics was released in Xanadu as the replacement for the standard Reporting used in ServiceNow. During the Yokohama and Zurich releases it has received multiple improvements, but many organisations still haven’t moved on. Let’s ha...

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Helping end-users not getting infected from malicious attachments

When it comes to security there is no thing such as "too many measures" we can take. Infected files spread viruses from one device to another rapidly and in an organisation this may result in massive loses, not just monetarily but also reputationally...

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Recognising the types of users that access your instance

OverviewAlthough the "Web service access only" checkbox in the user profile used to help us recognise which users were created for API calls, this was not powerful enough to differentiate if the user is an AI-agent, a regular human or a service accou...

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Congratulations 2025 ServiceNow Community Rising Stars!

We’re pleased to announce the long-awaited new wave of ServiceNow Community Rising Stars. You may wonder, what makes Rising Stars incredible? They are ServiceNow practitioners from all over the world who are setting a strong example for how to...

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Achieving Zero Service Desk

A zero service desk aims to eliminate manual ticket handling by support agents, leverage AI and automation for self-service, request fulfillment, and issue resolution. It also needs detect and fixing issues before users notice. Agentic AI refers to ...

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Applying Common Service Data Model (CSDM) in Customer Service Management (CSM)

CSDM is ServiceNow’s standardized, best-practice framework for organizing and relating service-related data within the ServiceNow platform. It provides a common language and structure for defining services, technical components, and relationships, en...

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Understanding ServiceNow Licensing Model

ServiceNow Licensing Models -> Licensing & Subscription Overview ServiceNow’s model is subscription-based and custom‑quoted, tailored to an organization’s size, geography, applications, and support needs. -> Licensing Model : ServiceNow define...

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What’s on Your CreatorCon Wishlist for Knowledge26?

What’s on Your CreatorCon Wishlist for Knowledge26? CreatorCon is the ultimate community-powered experience at Knowledge! It’s a high-energy space where developers, admins, architects, and tech enthusiasts come together to explore what’s possibl...

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Minute Mondays for Partners: Industry Journey Collection

Build industry selling expertise with ServiceNow solutions, and showcase your growth with stackable credentials: Associate, Practitioner, Professional, and Expert. Start learning on ServiceNow University: https://learning.servicenow.com/lxp/en?id=...

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Lead the AI Revolution in ServiceNow—Your Voice Shapes What’s Next

We value your expertise and insights! Help us shape the future of AI in ServiceNow by taking a 20-minute survey. Your feedback is crucial as we prioritize the development of new AI features and improvements. Who Should Participate: Platform owners...

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How ServiceNow IT Workflows + HR Solutions Drive a Truly Great Employee Experience

When you hear the words “employee experience”, what comes to mind? Most people I talk to about this think in terms of the Human Resources perspective – culture, benefits, perks, role responsibilities, etc. It’s true that all of these things contribut...

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Thought Leadership

Empower your hybrid workers' assets - ITAM demo of onboarding, reserving loaners, and offboarding

ServiceNow makes the hybrid world work. This demonstration shows how technology assets are managed through the Now® Platform and HR, IT, and Employee experience workflows. The demo covers three examples of when employees have a change in their assets...

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