Customer service at the time of death.

Its never a good time for bad customer service. But its especially difficult to face bad customer service when you are already dealing with a huge personal loss like the death of a loved one. What you...

Running IT as a Business using IT4IT and ServiceNow

We've been talking for years about running IT as a business. Multiple industry standards have taken their shot a guiding customers down this golden path, with varying degrees of success. The latest, a...

Get Social with Performance Analytics at #Know18

Knowledge18 is upon us. This year the conference will host over 18,000 professionals who are looking to transform how work gets done at their organizations. Knowledge is always a great opportunity to ...

[Live Blog] CreatorCon Hackathon 2018 [ARCHIVED]

[wed 5/9, 12:30pm - END OF LIVE BLOG] And our 3 winners are: 1. Team Vocalize 2. Team Apoxxio 3. Team Scrantonicity The winning team claims the trophy: Team VOCALIZE. Congratulations!! [wed 5/9, 12:15...

Hiding the Benchmark client application module for ITIL users

Are you unable to hide the Benchmark client application module from ITIL users? Users that upgrade to Kingston from a previous release will notice “Benchmarks Client Application” in their left navigat...

What Customers can Expect from a Penetration Test

If there is anything I have learned as a security consultant, it is that what we sell to our customers is the Report. Instead of speaking about what a penetration test report should contain, I'll show...

Updated Community User Experience

Community Members, I want to thank everyone for your feedback on nested replies hindering your ability to best utilize the community. I'm excited to announce we released an update that simplifies your...

The ISV Purpose Tour: Global PartnerNow Summit at Knowledge18

Building an app business on the Now Platform? Want to understand how to capitalize on ServiceNow's vision for the future of work and how Intelligent Apps on the Now Platform will be a vital part of th...

The Async Fight - getReference and GlideRecord

So, you've spent a lot of time and drank a whole lot of coffee (yuck) and finally got your Client Script working. You know. That script that fetches values from another table and populates a field on ...

Why You Must Experience Knowledge 18!

With over 18,000 attendees expected at Knowledge 18, registrations are being booked faster than an 11,000 horsepower Top Fuel Dragster racing down the drag strip. For ServiceNow diehards, the exciteme...

Fast path to assist users with slow homepages

As a ServiceNow Admin, it is always a challenge to manage homepages and complaints about them. The fact is, any user can put a few ridiculously slow reports and widgets on their homepage and start com...

Seven steps to do a better discovery

To generate a stronger Value Proposition and boost the changes that your get the right initiatives started is increased by doing a proper discovery. This article will help in planning and executing a ...

ServiceNow Instance Performance - master document

ServiceNow platform is very diverse and a powerful platform. With the flexibility that comes with the platform comes certain challenges in terms of instance performance. The three prong approach that ...

Using Blockchain To Protect Your Audit Logs - A Theoretical Discussion

Introduction We are all aware of audit logs on systems and what they are used for. We all know various ways of protecting audit logs from tampering. One of the most popular ways of log protection is i...

3/13 Learn and ask questions about ServiceNow's Value Calculator for Security Operations.

Find Value. Piero DePaoli, Senior Director of Product Marketing for ServiceNow’s Security and Risk products will share insights into the ways in which ServiceNow Security Operations drives key busines...

Diversity, Inclusion, and Belonging: a Data and Analytics Perspective

In my time here at ServiceNow there has always been a cultural focus on Diversity, Inclusion and Belonging. Recently, we’ve added Chief Talent Officer, Pat Wadors, whose amplified that message to the ...

Future Of ITSM: Product Roadmap

Part of my role, in ITSM Product Management, is delivering roadmap sessions to our customers and partners. I really enjoy this part of the job; showcasing some of the latest features that will be comi...

What the hackers said -- ServiceNow PartnerNow Forum EMEA Hackathon

This week started in a flurry of activity at the annual PartnerNow Summit in Barcelona, Spain, as I joined 100 people from ServiceNow partner organisations as they competed in a their very own Hackath...

You're Doing It Wrong: What to Measure in Customer Service

Last week, I shared how early on in my career I managed a technical support and customer service center and service was considered a cost center and a necessary evil. How times have changed, and how f...

You're Doing It Wrong: Why Customer Service Is More Than A Cost Center

Several years ago, I got my start in customer service in a call center for a major software corporation. I didn't start at the top or even in the middle; I was a frontline technical support analyst. O...