Will The Real Shadow IT Please Stand Up?

May I have your attention please? * Ah "Shadow IT," it sounds so seedy and a little bit scary. And sadly the phrase has nothing to do with Blade Runner's rogue replicants. But it is in vogue, and even...

Understanding HR Case Management

Unresolved employee requests, wasted resources, mishandling of confidential information and inefficient processes are all risks faced by Human Resource (HR) organizations today. And they could have se...

IT to Business Alignment? Surely It’s Time To Move On From Just Talking About It

In a recent Computing.co.uk article, journalist Danny Palmer wrote about the results of a cloud research project conducted by EasyInsites on behalf of managed service provider Adapt. The headline was:...

Knowledge Base Weekly Digest: February 25, 2014

The Knowledge Base is kept current with frequent edits and additions. You can stay up-to-date on the latest by reviewing the weekly KB digest. Recently added and updated Knowledge Base articles: (Requ...

One of these things (is not like the others)

We have a curse jar in the office. Every time someone says "When I was at X, we Y", referencing prior employer X, 25 cents goes into the jar. ServiceNow is neither search engine nor online retailer. T...

How to Set Up a Service Desk-Assisted Password Reset Process

Since password reset requests are one of the most common requests in the IT support industry, it is important that support engineers have an easy and efficient way to fulfill them. This video explains...

How to Debug with Field Watcher

Nothing is more frustrating than encountering an unexpected error that interrupts your day and makes you fall behind. If you encounter a field level problem, you may find this video useful. It explain...

Knowledge Base Weekly Digest: February 18, 2014

The Knowledge Base is kept current with frequent edits and additions. You can stay up-to-date on the latest by reviewing the weekly KB digest. Recently added and updated Knowledge Base articles: (Requ...

How to Configure an LDAP Server

We've noticed that LDAP is a popular topic on the communities. So we decided to create a video on LDAP configuration to help answer some common questions.If you are going to integrate LDAP with your S...

TechNow Ep 11 | Mail Headers

Make your administrative tasks easier and quicker! Chuck and Andrew share a solution to reduce maintenance for one of the most common notification requirements - standardized outbound headers and/or f...

The New IT for the New Age of Service: from Inert Ticketing to Innovative Transformation

When I was a callow youth living in MIT's Baker House, I was a big fan of wall posters. One of my favorites was one that looked differently from this one, but carried the exact same message.Another fa...

SolveNow Episode 3: Platform Performance

Abstract:Performance and performance debugging is a topic that can intimidate a lot of us. But don't let it get you down! In this session, we'll dust off your mechanics gloves and get ready for a tune...

PII Best Practices for HR Service Automation

As enterprises continue to automate processes for the Human Resources (HR) organization, additional care must be taken to protect Personally Identifiable Information (PII). Definitions of PII vary, bu...

Utilizing Image Fields in UI Pages

I'm not sure how often you come across this or utilize Image Fields outside of a form but I needed to recently. When you add an Image Field to a form you are provided with an Add dialog first time and...

Knowledge Base Weekly Digest: February 11, 2014

The Knowledge Base is kept current with frequent edits and additions. You can stay up-to-date on the latest by reviewing the weekly KB digest. Recently added and updated Knowledge Base articles: (Requ...

Happy Birthday Facebook - You've Changed Corporate IT Forever

2014 marks the 10th birthday of Facebook; I like the joke about Mark Zuckerberg spending all of 2014 personally liking the "Happy birthday Facebook" posts of his one billion users. It will probably be...

Observations On ITSM, Or Should I Say Service Management, In Israel

Last week I was lucky enough to spend a week working in Israel. While there I met with a number of customers and potential customers along with two of my local ServiceNow colleagues Limor Afik and Gid...

Knowledge Base Weekly Digest: February 3, 2014

The Knowledge Base is kept current with frequent edits and additions. You can stay up-to-date on the latest by reviewing the weekly KB digest. Recently added and updated Knowledge Base articles: (Requ...

The Consumerization of HR? Yes, Consumerization Is Not Just An IT Thing

Last week while writing an article for the itSMF USA that touched on the Consumerization of IT I glibly typed: "Who has heard of the Consumerization of HR?" But as soon as the question appeared on my ...

Implementation Critical Success Factors - People

Implementation: Critical Success Factors - People As we continue the discussion about the pillars that are critical to implementation success, this post will take a deeper look at the people involved ...