Export Sets, the forgotten ones

OverviewOver the years I haven see customers struggling to export data thinking all they can do is either do it manually or via a web service, but they forget about “Export Sets”, a feature that if I ...

Minute Mondays for Partners: Connect the workflows, lead the Automotive market

Become an expert-level Automotive sales representative in ServiceNow University:https://learning.servicenow.com/lxp/en?id=learning_course_prev&course_id=41c2b6b4473c36904f97dc84f16d437d Partners can e...

2026 MVP Applications are open—we invite you to apply today!

Nomination forms are live for the 2026 ServiceNow MVP program. You may apply any day from Dec 1st - Dec 31st Apply now  Earlier this year, we reached a new milestone—815K community members. Today, we...

Cooks and Chaos: Turning a Self-Inflicted P1 into a Culture Win

With a customer events fresh from last week, the timing is relevant to share how P1s can be learning opportunities. It’s the dreaded P1 situation with war rooms, hotlines, and heated sentiment across ...

Making use of AI Skills: Problem Affinity

OverviewAI has been a thing for a few years in the IT ecosystem and ServiceNow is no exception. Things have evolved and been improved over time, but some organisations still don’t know how to make use...

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...