Products

Featured Unlock Agent Productivity with ITSM AI Agents (Agentic AI)

While the industry was abuzz in 2024 with the term 'Generative AI', 2025 will be the year for AI Agents. AI Agents represent a transformative leap beyond traditional ML, Virtual Agents & GenAI. Here's why this is such a important step forward: ...

Article
Now Assist

Featured Boost your teams’ ServiceNow skills and unlock your potential through Now Learning

Empower your teams to grow their ServiceNow skills in tandem with the pace of digital transformation Digital Transformation is a fundamental shift in IT infrastructure, customer experience, and business operations. In this post-pandemic era, organ...

blog
Service Operations Workspace

Featured Platform Analytics Academy - September 3rd, 2025 - What's New in Zurich - PA/UXA

We hosted an exciting and insightful session on September 3rd, 2025, spotlighting the latest innovations in Platform Analytics and User Experience Analytics—direct from Zurich! This session was designed to provide: Fresh perspectives on how analyt...

blog

Featured The Impact Store App - What's in it for You, and How to Get Started!

Earlier this year, we introduced the Impact Store Application, a new way to consume all the benefits of ServiceNow Impact - right within your own instance. How does the Impact Store App benefit you? In two simple ways: 1️⃣ It's more convenient - ...

Article
ServiceNow Impact

Featured Introducing Knowledge Center with Advanced Editing, powered by Now Assist

Introducing Knowledge Center Smarter Knowledge Management with Now Assist AI and Advanced Editing Knowledge has never mattered more—especially with AI depending on accurate, fresh, well-structured content. Today, December 11th 2025, ServiceNow relea...

Article
AI Search
Best Practices
KCS
Now Assist

Scripting vs Flow Designer

Hi All, As our company continues to enhance and standardize our ServiceNow configurations, I would like to understand team preferences and experiences regarding custom scripting versus Flow Designer for automation and logic.Please share your perspec...

Question
Service Mapping
Service Operations Workspace

Traffic Based Service Mapping data validation

I am validating the data for the service mapping but keep getting same error message on running the discovery on one of the applications. I have validated patterns and creds but no issue found. Any suggestions?

Question

Workplace Reservations AI Agent: Built for the Hybrid Workplace

This blog is a deep dive into the new AI Agent for the November release of the Workplace Service Delivery Now Assist application.    Persona: Employee, Reservation Manager Roles: sn_wsd_rsv.manager, sn_wsd_core.workplace_user Plugins: Workplace Re...

blog

Taxonomy Topics are not visible on Employee Center Portal even though i have added Connected Content

Hi Folks,I am trying to configure Taxonomy Topics for Employee Center Portal. I have created two new Child Topics inside the OOB Taxonomy Employee. (Please refer to the below Screenshot) Also I have created Connected Contents for these two custom top...

Question

Regarding Groups Sync from prod to lower instances

We are building a controlled group-synchronization process in ServiceNow where group records are fetched from another instance (via a REST-based custom data source), loaded into an import set, and then transformed into the sys_user_group table using ...

Question

How to create a Deletion Policy for redundant CIs in CMDB Data Manager

Hi, I need to create a Deletion policy for redundant CIs in CMDB Data Manager. Which filter conditions would work for this? Thanks.

Question

“In Tag Governance, delete records from the cmdb_key_value table through a remediation plolicy?

“In Tag Governance, is it possible to delete records from the cmdb_key_value table through a remediation policy? Or does the remediation policy only allow clearing or updating values rather than fully deleting the record?”

Question

Getting Started with Omnichannel

Getting Started with Omnichannel in ServiceNow CSM This guide walks you through the core concepts and capabilities required to successfully enable and scale CSM omnichannel. Overview This hub consolidates the most relevant resources across the...

Article

MID server response code when using MID Web Service Listener

Hi Everyone, I have a query for a webhook integration, we have setup a MID web service listener to receive events from external source. There is a gateway between the source and MID server. The endpoint url(containing MID IP and port) will be setup o...

Question
Event Management

Merge HTTP(s) entry point based map with tag based to get a single hybrid map

We want to have a https point based map and tag based map, we want to have a single hybrid map for both.As a separate both both working fine but when we add the manual entry of tag based into entry based to have both map in single console then child ...

Question

Change URI IDP direction

Evening all. We now have users from different IDPs accessing ServiceNow. We have a need to have the URI link in emails directing them to the right IDP based on their SSO source, which is a field on the user table. Can anyone advise on how we might do...

Question
Incident Communication Management
Incident Management

Employee Directory Profile Card

I first apologize because I am not a developer or coder in any way. But I'm looking for some assistance. We use EC Pro for our organization's intranet, and we have our profile cards for the employee directory. There are hyperlinks in it that call ou...

Question

ServiceNow – Migrated records not initializing UI correctly until a field is changed

I have migrated data from a legacy system into a custom table in ServiceNow using Load Data / Import Set.When I open a migrated record for the first time, the form does not behave as expected:Normally, most fields should be read-only except Assigned ...

Question

Conditionally Customize the Recommendations Tab in Service Operations Workspace

This is how the Recommendations tab (bell icon) appears on the SOW Incident record page today. In this article, we’ll walk through how to control the visibility of the entire Recommendations tab, and also how to selectively show/hide the "Recommended...

blog
Predictive Intelligence
Service Operations Workspace

Using Data Service Instances to represent System Integrations: A Good Idea?

When managing integrations between systems or services, one recurring question is:Where should we store integration information in ServiceNow? In this discussion, we focus on the operational aspects of integrations, as opposed to the design aspects...

blog
Change Management
Incident Management
Problem Management
Reference Architecture