'Tis the season to be thankful, grateful and hopeful. And professionally, I am most thankful, grateful and hopeful for our amazing customers.Any software company can tout its own advantages, actual or...
Wouldn't it be nice to have a way to ask a requester for "More Information" or "Justification" without really approving or rejecting it? It would be so easy to just add an option to the workflow activ...
"The artist is nothing without the gift, but the gift is nothing without work." — Émile ZolaRemember the very first time you were plunked down in front of a desk with a PC on top of it? Remember all o...
Christmas and the New Year are often times to reflect upon the previous twelve months and to look forward to the next. So it seemed timely to look back to Knowledge13, ServiceNow's annual global custo...
In Part 1 I looked at some of the challenges of, and good practices to consider with, multi-language and multi-geography (IT) service desk operations. In this second blog I cover some of the technolog...
Let's just assume the Index of PaaS Activity (IPA) was triptophaned in November when it slumbered downward 8.0% to 104.3. Stock prices were up a scant 1.1% but all other categories in the index includ...
In the last five years there has been much talk about IT, or business function, service desk consolidation. However, as with most things we talk about in IT, one size doesn't fit all. For many organiz...
The Thanksgiving holiday is upon us here in the United States. As I look back on this year, I am thankful for all of the great employees, partners, and customers that I get to work with on a daily bas...
This morning I watched an on-demand webinar from Gartner analyst Jarod Greene called What Foursquare, Facebook and Final Fantasy Can Teach I&O Organizations. One slide and concept, in particular, reso...
Reporting is central to Service Management. ServiceNow captures very rich data, but how can you leverage the reporting in ServiceNow to get more value from the ServiceNow platform?In the first Custome...
One of the upcoming features of the Dublin Release at ServiceNow is an updated JSON Web Service processor. While it is still not an official REST API for the platform, it is a huge improvement on the ...
I have been involved with a number of integrations with customers with IBM Netcool/OMNIBUS with the Socket Writer Gateway as the Inbound communication method recently and wanted to share what we had t...
The enterprise IT organization is awash with operational silos that touch IT service management (ITSM) — and in many ways one could argue that some could and should be part of corporate ITSM activitie...
I talked about performing a sanity check on Inbound Email Actions in my last blog entry - Inbound Email Actions Sanity Check.The Inbound Email Action would fire an event if there were more than 20 lin...
I've been pretty busy lately with my switch over to Crossfuze Solutions and my blogging time has suffered a lot so I thought it was time to post a couple articles.A client of ours has an integration u...
On the 21st of November 2013, we at ServiceNow presented a webinar entitled "Winning The IT Asset Management Challenge". I was joined by my esteemed colleagues David D'Agostino and Andy Crosby and we ...
My esteemed colleague Stephen Mann has waxed eloquently about why you should speak at Knowledge14 next April in San Francisco. Stephen argues persuasively that the conference gives you an opportunity ...
Every Boeing 767 has 3.1 million parts of which about a million are screws. Developing enterprise software makes me yearn for simpler pursuits like building airplanes. Let's just say the mechanics uni...
When working with customers on integrations, I have noticed that there are quite a few tools that I was taught about by both my trainer (John Andersen) and co-worker (Chris Maloy) that I use every day...
I'm a big fan of game shows and when I was a full-time trainer, I used to incorporate games like Amazing Race and Jeopardy into my classes. If I gave you the answer of 59%, which one of the following ...
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Cooks and Chaos: Turning a Self-Inflicted P1 into ...
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Buy or Build: What to do?
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"Future-Proofing": Preparing for What’s Next on th...
