When I first started as a Business Process Consultant (BPC) in the ServiceNow ecosystem, I often wished there was a guide that went beyond the technical aspects — something that captured the real challenges, the messy workshops, the dashboards no one uses, and the resistance that comes with change. At that time, I had to learn most of it the hard way: project by project, mistake by mistake, lesson by lesson.
Over time, I realized that being a BPC is not only about frameworks or requirements gathering. It’s about people. It’s about listening carefully, asking the uncomfortable questions, and sometimes protecting the client from their own urgency. The platform is powerful, but what makes the difference is how we guide organizations through the process of adopting it.
That realization led me to write my book: “Letters to a ServiceNow BPC.” Instead of a traditional technical manual, it is written as personal letters — reflections and stories from projects I’ve lived, challenges I’ve faced, and lessons I’ve learned along the way. Each letter explores a different moment: the automation that created fear instead of relief, the MVP that turned into a giant, the workshop that almost became a battlefield, and even the project that ended unexpectedly.
My goal was to share the human side of ServiceNow projects, because that’s the part we often don’t talk about. You’ll still find references to practical tools — 5 Whys, SWOT, MoSCoW, Lean Inception — but always grounded in reality, not theory. It’s the kind of book I wish I had on my desk when I started: not a checklist, but a companion.
This project is deeply personal to me. It’s a way to give back to the ServiceNow community that has given me so many opportunities, connections, and lessons. More than anything, I hope it resonates with other BPCs, Engagement Managers, and professionals who sometimes feel unseen in their roles. Because the truth is: our work matters, even if it’s often invisible.
“Letters to a ServiceNow BPC” is now available for pre-order on Amazon.
I’d love to hear your stories too. What lessons have you learned as a BPC or Engagement Manager? What challenges shaped you the most? Let’s keep this conversation going — because the more we share, the stronger our community becomes.
https://www.amazon.com/dp/B0FQQNBDRK
