Transaction Call Chains

A recurring theme in the roles that I have held over the last decade or so in the ServiceNow ecosystem is the need to support developers and administrators in tackling performance issues experienced w...

Collaborative Work Management

I have been finding recently that the number of context switches I am doing in my role is becoming tricky to manage, and the way I organise my tasks and prioritise some elements of my work is not work...

Transformation: Rethinking How the Business Actually Works

This post is part of a 4-part blog series: Rethinking Transformation with ServiceNowWe Digitised. We Didn’t TransformIteration: Clean Up the ChaosInnovation: When Doing It Better Isn’t EnoughTransform...

Innovation: When Doing It Better Isn’t Enough

This post is part of a 4-part blog series: Rethinking Transformation with ServiceNowWe Digitised. We Didn’t TransformIteration: Clean Up the ChaosInnovation: When Doing It Better Isn’t Enough ← you ar...

Iteration: Clean Up the Chaos

This post is part of a 4-part blog series: Rethinking Transformation with ServiceNowWe Digitised. We Didn’t TransformIteration: Clean Up the Chaos ← you are hereInnovation: When Doing It Better Isn’t ...

Rethinking Transformation with ServiceNow - We Digitised. We Didn’t Transform

This post is part of a 4-part blog series: Rethinking Transformation with ServiceNow1. We Digitised. We Didn’t Transform ← you are here!2. Iteration: Clean Up the Chaos3. Innovation: When Doing It Bet...

The "HR for HR" HRSD Case Security use case - without the horrible tech debt

A common requirement I've either been asked to implement, or review over the years, is an implementation of "HR for HR" case visibility restrictions. In other words, if a case is raised and is relevan...

Process Mining: It's too easy to get started!

I had a wonderful demonstration recently of ServiceNow's process mining by a colleague in the wider Platform Architect team in the UK & Ireland (we love to share). Part of the conversation was about h...

5 Common Pitfalls in ServiceNow Implementations (And How to Avoid Them)

In my 15 years of leading and guiding ServiceNow implementations across a variety of industries, I've seen many organisations struggle with similar, avoidable challenges. Drawing from this extensive h...

Thoughts on monitoring ServiceNow integrations (part 4): Bringing it all together

We now have all our integrations documented, recorded in ServiceNow both in terms of the details of APIs, applications providing and consuming those APIs, and we have alerts that are flowing to the Se...

Thoughts on monitoring ServiceNow integrations (part 3): The building blocks

Following on from the first two posts in this short set, we have now an understanding of what we need to record and measure. Now we move on to the how. How should record that an integration is not wor...

Thoughts on monitoring ServiceNow integrations (part 2): Governance & Preparation

Following on from the first post in this short set, where we set the scene about wanting to create a "single landing page" showing the state of all outbound and inboard integrations into ServiceNow, w...

A thought on Monitoring ServiceNow Integrations (part 1): Intro

I was asked recently by a customer how they might bring together all the integrations relevant to their ServiceNow platform together in one place. So they could have a single pane of glass through whi...

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 fo...

Join Our UX Research Study: Share Your Experience with Now Assist Skill Kit

Are you an implementation partner who has built and implemented custom skills for Now Assist Skill Kit? We want to hear from you! Our UX Research team is conducting a study to better understand your e...

Provide your thoughts on our reimagined Product Documentation experience!

Join us for a 1 hour interview where you will walk through new designs for our reimagined Product Documentation experience and provide your thoughts and feedback. We are looking forward to your help a...

5 Organizational Change Management Tips for Successful ServiceNow Implementations

The ‘People’ element – The most undervalued workstream in ServiceNow implementations. It’s easy to see why. Implementation teams are typically built of technology experts and reduce ‘Organizational Ch...

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 Kan...

Swarming Support Models with ServiceNow

The transition from traditional tiered support to a swarming model represents a significant shift in IT service management. Here I look at AC3's experiment in implementing a swarming support model usi...

Yokohama new stuff: Personal Data Rights in HRSD

One of the new capabilities added in the Yokohama release, is the ability for Employees and Alumni to request a personal information report. So what does it do? It provides a new, simple, requestable ...