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...

ServiceNow: On a Roll, Because Our Customers ROCK!

'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...

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...

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 ...