How to Write Smart GlideAjax Quickly [Part 2]

How to Write Smart GlideAjax Quickly Contents Part 1 - The Approach Part 2 - Reusability Part 3 - Extending Functionality Part 4 - Implementing GlideAjax with 1 LOC Reusability You've now been given a...

How To: Find Transformation Opportunities with the Hot Air Balloon Workshop

I wrote recently about the challenges of getting stakeholders to find consensus around strategic projects. This article describes how to run the workshop.Using Anchors and Winds to Solve the Right Pro...

Using Anchors and Winds to Solve the Right  Problems: How a hot air balloon can help you achieve your goals

If you've ever sat in a room with a bunch of stakeholders to do roadmap planning, or asked leaders to select their biggest roadblocks to a successful organization transformation, you've probably encou...

Looking Good vs. Working Well: How Design is Like Weightlifting

Looking Good vs. Working Well: How Design is Like Weightlifting At the gym the other day, while strength and conditioning training, I started thinking about a common challenge we have in the design fi...

Why Buy When You Can Build? A.K.A. What would Tim "The Tool Man" Taylor do?

A while back we were looking for a car. After some research and test drives my wife and I decided to get a Subaru. It was a great great car and when we came home and told me 2 pre-teen kids we had dec...

TechBytes Episode 38: ServiceNow's New Information Experience

In this episode, Darrin Ladd discusses the new ways for customers to find the information they need all in one spot.ListenSubscribeto iTunesThis episode covers:Improvements in organization of informat...

Updates to the Product Documentation Site

We updated the product documentation site (https://docs.servicenow.com) in response to user feedback. We aim to update site functionality every quarter. Content is updated monthly.Product Doc Highligh...

The Call for Speakers deadline is THIS Friday! (closed)

Don't miss the chance to submit your story!The Call for Speakers deadline for Knowledge18 and CreatorCon is quickly approaching! The last chance to make your submission is THIS Friday, December 1. So,...

Ok, you engaged me. What now???

For many years, customer engagement was messaged to be the epitome for customer service/support teams. "You need to engage the customer in a meaningful way", we said. "You need to engage them in their...

Registration for Knowledge18 Is Open!

Hello, Community! It's the most wonderful time of the year! Time for registration to open for Knowledge18! Already, you say? Yes!We are thrilled to announce that Knowledge18 registration is open and y...

Wiki Retirement Scheduled for December 10, 2017

The Wiki (wiki.servicenow.com) was the source of product documentation for early ServiceNow versions and it served us well. But, times have changed. We needed a site that could provide release-specifi...

Upcoming Webinar 11/15! Artificial Intelligence for Everyday Work

DescriptionITSM Value Realization Webinar SeriesArtificial Intelligence for Everyday WorkPlease register for the session November 15th at 8am PT Join us for a panel discussion with our resident Machin...

ServiceNow reporting - use report ranges for advanced grouping

I found the feature 'Report ranges' very powerful but it was rarely used or even discussed in our user community.Consider this use case:I want to create a single report for my incidents to understand:...

Save Time and Increase Efficiency with HI's New Unified Search

If you read darrinladd's blog about how we are transforming the ServiceNow information experience, you will know that we have many improvements and innovations planned. I'm writing today to let you kn...

Are You Familiar with the Expert Events on the Community?

Monthly, The community hosts "Ask the Experts!" events where we host experts and topics of ServiceNow Best Practices, Techniques, How To's, and other insights!Often it's a discussion page where a live...

Emergency! 911 Call-Handling Technology Company Delivers Responsive Customer Support to over 500 cases per day

Recently, the ServiceNow Global Services team and our partners had the pleasure of working with America's leading supplier of 911 call-handling technology. For almost 5 decades, they have been serving...

Transforming the ServiceNow Information Experience

At Knowledge, I sat down with many of you to discuss how you all felt about how we, at ServiceNow, present product information. That time with you, combined with hundreds of conversations at SNUGs, su...

Knowledge18: Share Your Story. Showcase Your Solution.(closed)

The Call for Speakers for Knowledge18 and CreatorCon is open! And you know what that means — it's time for you to share the amazing things you are doing with ServiceNow.We want to hear from people lik...

October Knowledge Base Digest: User Interface

The Knowledge Base is kept current with frequent edits and additions. Find out what is new and stay up-to-date on the latest ServiceNow Knowledge Base articles by reviewing the weekly KBdigest.The Ser...

Measuring Chat Agent Response Time

Chat can be an outstanding support tool because it allows for rapid response to customers. Conversely, waiting a long time for chat response (like sitting on hold on the phone) is a terrible customer ...