Buy or Build: What to do?

A common question when evaluating how to execute demands. Do I build or buy? Often, customers only think of the initial investment and what is the path with the least amount of friction. Often, not al...

"Future-Proofing": Preparing for What’s Next on the Platform

"Future-proofing," if there is ever such a thing, is about creating scalability rather than predicting every possibility (e.g. build for the general, not exception). A well-architected ServiceNow plat...

Advanced features of the "Access Analyser"

OverviewBack in 2023 I talked about the Access Analyzer plugin that had just been published. Lots of things have changed since and there are many of them that are quite interesting.Initially this feat...

Suspicious activity

Lol @raravind47 / @gliriel, Why have you created two new accounts? @Dan Bruhn

Understanding "Security Data Filters"

OverviewBack in 2023 I talked about the “Data Filtration” plugin, but ServiceNow have decided to retire it in favour of Security Data Filters, which come enabled by default in new instances. These wil...

CMDB that Executives Trust

A CMDB is valuable only when decisions improve because of it. Start by defining critical services and the CIs required to support incident impact assessment, change risk, and asset lifecycle. Limit sc...

Data as an Asset: ServiceNow’s Role in the Enterprise Data Fabric

ServiceNow holds high-signal operational data—requests, approvals, incidents, changes, assets, identities. Treat it as a first-class data product. Define a shared data model: normalize key entities (u...

Landing Change: Enablement as a First-Class Capability

Even the best workflow will fail if the organization isn’t enabled to use it. Treat enablement as non-negotiable scope. Build a change plan that addresses awareness (why this matters), ability (how to...

Experience by Design: Portals, Journeys, and Trust

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...

Measuring What Matters: The KPI Architecture

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...

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 ...