Who said IT service management (ITSM) tools aren't interesting (or flexible)? One of the highlights of ServiceNow's Knowledge 13 global customer event in Las Vegas last May was the inaugural ServiceNo...
Most internal IT organizations are focused on protecting and growing the business. The people who work in IT — and IT service management (ITSM) professionals in particular — are often passionate, inte...
I have two exciting pieces of news to share with you.Firstly I celebrated my 2nd anniversary with the ServiceNow this week.From my first blog post in September 2011 to today — I've had an amazing expe...
There's no doubt that we in the IT service management (ITSM) community have long-benefitted from ITSM best practice frameworks, standards, and methodologies such as ITIL, ISO 20000, COBIT, USMBOK (Uni...
ServiceNow boasts a wide range of capabilities in their out-of-box SOAP and REST web services. There are times, however, where you need something that is totally custom, and not found out of the box. ...
My colleague Jason Petty created a very useful update set, that allows users to configure an export of table data in any format you define. It uses a mid server to create and FTP this file to a FTP so...
Our Performance Analytics (formerly Mirror42) elearning has been on the Learning Center site for a couple of weeks now, and getting some great interest as well as generating some interesting questions...
In case you missed some or all of the #50TweetsOfCalgary series, here's the list of my favorite highlights in the Calgary release.What's your favorite feature?And yes, I'm already gathering the #Dubli...
I saw a conversation in the Google+ ServiceNow community this week about a tweak that Carrie Padian wanted to make to her incident management process.The conversation led to the topic of using system ...
I have been meaning to post this for a while now. Most of us are aware and use the dot walk method for dereferencing GlideRecord. It goes something like this:myFunction();function myFunction() { var g...
I like to ride my bicycle. In fact, I like to ride it well. I use an app on my iPhone called Strava to track how well I ride it. Using the magic of GPS, I can compare my times on certain stretches of ...
On July 30, ServiceNow had its first formal TweetChat, which is exactly what it sounds like — a moderated, open, multi-participant chat held via tweets on Twitter. The primary topic: IT transformation...
If you want to simply display in a list view when a record has an attachment, you can easily do it with a Field Style:The following Field Style is based on the VIP one for the Caller field:Table: Inci...
"Tweet chats" (or "tweetchats") — some people love them, and some people loathe them for clogging up their personal Twitter streams. Some organizations do them well, some not so much. And as ServiceNo...
I met the CIO of a prospective customer last week. He looked me in the eye mid-way through the conversation and, with 40 years of IT wisdom and cynicism, asked an astute question I've never been asked...
Although ServiceNow has the capability of importing data in the CSV format using a custom delimiter, very few people know about it or understand how to get this to work. There is actually a great litt...
During the ServiceNow Q2 2013 earnings call, CEO Frank Slootman spoke of the continued use of the ServiceNow service automation platform for service domains outside of enterprise IT, i.e. for lines of...
Thankfully this isn't one of those "The IT service desk is dead, long live the IT service desk" type blogs. Instead it's hopefully evidence that IT service desks and IT service management (ITSM) profe...
I met Norm at a customer event recently. He's a real guy with a great story that inspired me. If you've ever carried a pager or know the Bourne Shell isn't an action flick and killing daemons has noth...
The Index of PaaS Activity (IPA) went all A-Rod on us in the past month 'roiding up nearly 20% since June to 119.8. Nothing artificial about this growth: news headlines, social media mentions, and job...
on:
Cooks and Chaos: Turning a Self-Inflicted P1 into ...
on:
Buy or Build: What to do?
on:
"Future-Proofing": Preparing for What’s Next on th...
on:
CMDB that Executives Trust
on:
Data as an Asset: ServiceNow’s Role in the Enterpr...
