Platform Governance Without Red Tape

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...

Funding the Platform as a Product

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.,...

Why Genuine Thought Leadership Matters

 

Now Create Retirement FAQs and Introduction to the Best Practices site

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...

ServiceNow Operating Model: Roles, Routines, and Guardrails

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...

Designing an environment that offers different languages on each UX

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...

The Business Case Executives Actually Approve

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...

Transforming Backlogs into Business Wins

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 ...

Strategic Roadmaps: From Backlog Gravity to Business Outcomes

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...

Defining a Service Portfolio that Executives Can Govern

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 ...

From Ticketing to Transformation: Reframing ServiceNow’s Role

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 made easy with CSDM maturity in ServiceNow

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 Approach

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...

Dealing with duplicate records in an effective and efficient manner

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, Compliance, and Guardrails—Without Losing Velocity

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 ...

Value, Risk, and What’s Next?

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...

Knowledge Management Research Invitation- Nov 4 - 11, 2025 | Topic: Duplicate Management

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 & Field Service—Low‑Code for the Last Mile

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...

HR Service Delivery—Onboarding as a Composable App

Onboarding spans identity, equipment, training, and compliance—perfect for low‑code composition. Model your data (roles, locations, equipment bundles), then create modular subflows: account provisioni...

Extending ITSM—From Tickets to Products With Low‑Code

ITSM is more than incident queues; it’s a product your employees use daily. With App Engine and Flow Designer, convert tribal knowledge into reusable actions, simplify request fulfillment, and enrich ...