Why Naming Conventions Break Faster Than ACLs

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 Models That Look Good on Slides but Fail in Delivery

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 ...

The Myth of a “Clean” ServiceNow Instance

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 ...

Why Customisation Is Not the Enemy—Unowned Customisation Is

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: What Actually Hurts Long Term

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...

Why Most “Future-State Architectures” Never Become Reality

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...

Scoped Apps vs Global: Lessons from Real Upgrade Nightmares

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...

The Architecture Trade-offs No One Documents in Design Decisions

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’...

Why Your Platform Feels Slow Even When Performance Analytics Looks Green

One of the most frustrating conversations I’ve had with stakeholders goes something like this: “The platform feels slow, but the dashboards say everything is fine.” And technically, they’re often righ...

Instance Strategy Mistakes I See Repeated Across Enterprises

Instance strategy is one of those topics everyone thinks they understand—until it’s too late to change. I’ve walked into multiple organisations where the instance strategy was treated as a one-time te...

The Content Archive: Leveling Up Your Content Creation with the ServiceNow Community

Hey there, ServiceNow Community! Thinking about creating content around the topics you’re passionate about? That’s awesome! Sharing what you know is a great way to help others, and helps you grow your...

How I Learned to Create Content (and How You Can, Too)

Everyone starts somewhere with content creation, including all of us Developer Advocates! First and foremost, we are experts in ServiceNow who, over time, have done our best to learn the tricks of the...

Is That a Robot Writing? When and how to use AI without losing your voice

AI is here. AI is there. AI is everywhere. When it comes to writing, we have a new tool that promises to help: Artificial Intelligence. When generative AI started to appear a couple years ago, it felt...

How to elevate the quality of your blog articles

Blogging is more than just putting words on a page. There is an art to creating a well written article. Done well, an article can influence, educate, entertain, or inspire others. Fortunately, this is...

How to get started with a blog

Blogging is one of the simplest ways to get started in sharing your knowledge, experiences, and insights about the ServiceNow platform. As a technical professional, you likely already have everything ...

Your Content Deserves Better: Choosing the right format for the max impact

Hi Community! This blog post is for those who are interested in content creation and for those who are interested in how to determine what format your content should be in. I’ve spent years creating c...

Podcast: Break Point - Lauren's Crash Course on Content Creation

In this solo episode, I dig into a practical crash course on getting started with content creation as a ServiceNow developer. From choosing your audience and generating ideas to scripting, recording, ...