TechNow Ep 9 | Extending Approvals

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 Key to IT and Business Transformation: More and Better Training

"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...

Make Attending Knowledge14 Your Professional New Year Resolution

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...

Multigeography Or Multilingual (IT) Service Desk Good Practice - Part 2

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...

Index of PaaS Activity drops 8.0% in November but concludes first full year up 4.3%

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...

Multigeography Or Multilingual (IT) Service Desk Good Practice - Part 1

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...

Some food for thought from your ServiceNow Training team

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...

The "Decline" Of Corporate IT - A Personal Journey

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...

SolveNOW Session 1: Demystification of Reporting in ServiceNow + Performance Analytics

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...

Latest JSON Web Service Update - JSONv2

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 ...

Getting the ServiceNow IBM Netcool Plugin to work with IBM Netcool/OMNIBUS 7.4 with Socket Writer Gateway

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...

An Integrated Approach to ITGRC and ITSM - 6 Steps for Success

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...

Accessing Email Record from Inbound Email Actions

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...

Inbound Email Actions Sanity Check

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...

IT Asset Management

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 ...

Your Knowledge14 Presentation: The Gift That Keeps On Giving - To You!

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 ...

Team Development: release higher quality apps faster while your competitors crown the next boy band

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...

My Top 21 Tools I Use For Developing Integrations

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...

Answer: 59% So what's the question?

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 ...

SIAM - More Than Just The Latest IT Acronym

Service integration and management (SIAM), service integration, or multi-sourcing services integration (MSI) isn't new. Global research firms, such as Forrester and Gartner, were producing SIAM-relate...