Innovation: What Does It Really Mean?

"Innovation" is popular word in management-speak but IMO it's often overused, abused, or misused: "The IT organization needs to deliver more innovation" or "We need to think innovatively about this ch...

Think like a ServiceNow Employee: Automation, Application Administration and Integration Solutions

It's a Tuesday afternoon and that 2:30 feeling is starting to sink in. You've been working all day to figure out a way around this ServiceNow implementation issue. You suddenly think to yourself, "wou...

From the Knowledge Base: Integration Solutions.

ServiceNow does its best to empower the customer. The Wiki, Community and Knowledge Base are all tools to help transform IT processes from a place of "No" to a world of "Now." These self-service resou...

20 Blogging Tips, Straight From The Horse’s Keyboard, Part 2

In my previous blog I offered up practical on advice on getting started with and writing blogs. This blog takes you to the point of publishing and everything beyond, well not quite everything. Assessi...

20 Blogging Tips, Straight From The Horse’s Keyboard, Part 1

Are you blogging? If not, why not? It's networking on steroids, your chance to make friends and to influence people. Everyone wins when you blog ... well hopefully. With the new ServiceNow Community i...

TechNow Ep 10 | Faster Access Control List Rules

Performance can suffer when your ACLs use a script to query the database over and over to get the same result. Andrew and Chuck show you a way to make the system "remember" repeat queries and cache th...

Think “Consumerization Of Service” Over “Consumerization Of IT”

According to Wikipedia, the Consumerization of IT will, somewhat amazingly, be 10 years old this June; and of course everything we read on the internet is true. Again quoting Wikipedia: "Consumerizati...

Dublin: The Lowdown

The ServiceNow Dublin release was announced to the world on November 12, 2013 — the second release of 2013 following Calgary earlier this year. And, in case you're wondering, ServiceNow releases are n...

Implementation Critical Success Factors

I was recently presenting for a prospect when I displayed our talking points about what we call our 'critical success factors' (CSF) namely: People, Process, Technology, Strategy and Governance in no ...

Getting Started with CMDB

"We want a CMDB" is a statement I hear frequently as a consultant for ServiceNow. Usually it is followed by "Where do we start?" There are almost as many answers to that question as there are organiza...

Introducing Context-Sensitive Help (Video)

ServiceNow's help icon allows you to connect current list, form, or record using context-sensitive help. ServiceNow offers predefined contexts but your administrator can customize it to connect differ...

The Top 10 Most Important ITSM Events Of 2013?

As 2014 starts, and we continue to see the annual influx of enterprise IT prediction lists, it's worth looking back on last year to remind ourselves of some of the important "events" of 2013. There is...

Jello - Version 0.2 released

First, terribly sorry for my silence. It's been a rocky 2 months November and December...I finally got some time to work on Jello V 0.2 and I'm releasing it(finally) today.If you have missed Jello ann...

2014: The Year of the BAADaaS Platform

For the 30-plus years I was an IT industry analyst and pundit before joining ServiceNow almost two years ago now, there were two eternal verities. One was that every good pundit is sometimes wrong, bu...

How to do Mutual Authentication with ServiceNow

Anytime anyone wants to talk about security, certificates, and certificate authorities most people zone out as if they were on a dinner date and everyone started to talk about religion or politics (an...

App'y Christmas From Informa And ServiceNow

In NowForum: ServiceNow CreateNow Hackathon Comes to Europe I've written about the power of the ServiceNow Service Automation Platform and App Creator application for custom app creation. This seasona...

Prevent Redundant Approval Requests in ServiceNow

If you're like many of the customers I've worked with, you may have dealt with the frustration of having excess or redundant approval requests come to you from ServiceNow. This happens very often simp...

How to Cheat on your Certification: Insider secrets to prep for ServiceNow Certification (old version)

NOTE: There is a newer version available here: https://community.servicenow.com/community/blogs/blog/2017/04/27/how-to-cheat-even-better-on-your-certificationShhh! Don't tell anyone that I'm about to ...

IT Service Modeling. What do you really know about your business?

My team had a great discussion today with one of our customers regarding IT Service Modeling. I think it is important to understand some of the key considerations that drive should drive practical phi...

ServiceNow promotes Programming at San Diego office for Computer Science Education Week

On Saturday, December 7th, about 100 Future Programmers gathered at ServiceNow's San Diego offices for 2 hours of hands-on Programming Education as a part of Computer Science Education Week promoted b...