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 worl...
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 ...
The Adaptive Governance Framework An extension of The Governance Topology Table of Contents 1 - Introduction 2 - Disclaimer 3 - Ideation types 4 - Demand Dimensions 4.1 - On Normal and Minor demands 4...
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 t...
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 Topolo...
Portals succeed when they mirror how people think and act, not your org chart. Start by mapping end-to-end journeys (e.g., new hire, laptop break/fix, role change, vendor onboarding). Identify moments...
A ServiceNow KPI architecture should begin with experience and flow, not activity counts. Establish a layered model: Level 1 outcomes (e.g., CSAT, EX, NPS, cost-to-serve), Level 2 flow metrics (lead t...
Good governance accelerates delivery by clarifying what’s allowed, what’s reviewed, and what’s automated. Define tiers: low-risk changes flow with automated tests and approvals; medium-risk changes ge...
Platform underfunding is value starvation. Treat ServiceNow as a product with roadmaps, not a cost center. Shift from episodic project funding to capacity-based funding aligned to value streams (e.g.,...
We’re excited to announce an important change in how we deliver implementation guidance and resources to our teams and customers. On December 5th, the Now Create portal will be retired and replaced by...
A strong operating model balances speed with safety. Clarify roles: Product Owners for each core service, Platform Owner for cross-cutting standards and capacity, Enterprise Architect for alignment to...
OverviewLarge organisations typically have different needs in terms of languages depending on the type of persona consuming services provided in a shared platform like ServiceNow. Employees and contra...
Winning business cases focus on time-bound, evidenced value rather than tool enthusiasm. Establish the “current cost of work” with a defensible baseline: labor hours per case, rework rates, waiting ti...
Every IT team knows the pull of a growing backlog. It starts small, then suddenly everything is orbiting around urgent requests and the loudest stakeholders. Before long, your roadmap looks more like ...
Backlogs tend to accrete around vocal stakeholders and tactical requests. Executives must flip the gravity: value first, backlog second. Begin by articulating 3–5 outcome themes (e.g., “reduce time-to...
A portfolio is only governable if it is legible to executives. Too often, ServiceNow portfolios reflect organizational charts or tool modules rather than the services customers actually consume. This ...
ServiceNow is no longer merely a system of record for tickets; it’s a strategic platform for cross‑enterprise service delivery. Executives who still position it as “ITSM software” miss the broader opp...
Regulatory compliance requires organizations to meet certain standards and practices, often imposed by industry, government, or both (think SOX, GDPR, HIPAA, etc.). Achieving and demonstrating complia...
Brownfield implementation refers to modernizing an existing ServiceNow (or legacy ITSM) environment already in use—often heavily customized—rather than starting fresh (“greenfield”). Brownfield projec...
OverviewInevitably, at some point in the lifetime of your platform you will end up having duplicates. If those are just a few, you should rely on removing them with a preview before doing so to preven...
Security and speed are not opposites on ServiceNow. Define data domains and roles up front; require security review for new tables and external integrations; and standardize secrets management within ...
Measure outcomes, not outputs. Track cycle time from idea to production, reuse of shared components, incident density per release, and percentage of work using platform standards (tables, flows, spoke...
We’re designing a new workflow to make duplicate handling easier - featuring options to merge, draft new articles, retire or delete outdated ones, and AI-generated suggestions with helpful guidance. W...
Customer and field teams need orchestration across CRM, inventory, and scheduling. Use App Engine to extend data and experiences, Flow Designer to coordinate entitlements, parts checks, and technician...
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Experience by Design: Portals, Journeys, and Trust
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Measuring What Matters: The KPI Architecture
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Platform Governance Without Red Tape
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Funding the Platform as a Product
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ServiceNow Operating Model: Roles, Routines, and G...
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Strategic Roadmaps: From Backlog Gravity to Busine...
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Defining a Service Portfolio that Executives Can G...
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From Ticketing to Transformation: Reframing Servic...
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Regulatory compliance made easy with CSDM maturity...
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Brownfield implementation Approach
