Yokohama new feature: configuring Appointment Booking

I recently configured the walk up experience in Yokohama in order to be able to demonstrate the new Appointment Booking (IT and HR) in the Employee Center and wanted to describe the process, and how s...

Yokohama new feature: Knowledge accessibility checker

In recent months I have had the pleasure of working with customers who take accessibility just as seriously with their implementation on the platform as we do at ServiceNow. The product is not perfect...

Proactive Code Check: Adding your own checks

I wrote a short article about how easy it is to get started with the Impact Health scanner for your update sets recently here. When I talk to customers about this, one of the first questions that is a...

Impact Platform Health

The Yokohama release brought with it a raft of new in instance capabilities for our impact customers. For me, one in particular stands out as something many customers would want to take a look at stra...

Discovery Lab basic setup - Agent Client Collector

I've written a couple of blogs on the topic of discovery in the last few days. Very simple stuff aimed at getting a basic home lab environment up and running and discovered. I'm now extending the cove...

Comparing AuditoriaAI with ServiceNow NOW Assist

I am actively working with a client to stand up a case management solution in support of their finance shared services, covering key functions of supply chain, AP, AR, vendor master data and travel & ...

Discovery - extending coverage of it in a home lab environment

I sat down recently to set up a lab environment again after years without one, and previously blogged about how incredibly easy the basic setup of discovery (MID Server Host, MID Server, Discovery sch...

Basic Discovery Setup - A lot easier to get started than you might think

A few years ago I had a baby lab set up at home running ESXi (when it was still free) and a few Linux virtual machines. It enabled me to stay up to date with a number of ServiceNow platform capabiliti...

My first impressions of the new ServiceNow Store experience

My first impressions of the new ServiceNow Store experience The ServiceNow Store has had a fresh new look — and I have to say, I’m really liking the changes. I’ll admit, I’ve got a bit of a soft spot ...

Performance Profiling key processes

If you've been a ServiceNow administrator or developer for any length of time, I would be prepared to bet that you've been asked more than once to look at an issue with a process or a form taking too ...

Next Experience Developer Tools (NED)

In the past, I've been asked to support customer developers to understand performance problems the are seeing in their instances. There are plenty of articles out there that talk about a variety of te...

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...