Nomination forms are live for the 2026 ServiceNow MVP program. You may apply any day from Dec 1st - Dec 31st Apply now Earlier this year, we reached a new milestone—815K community members. Today, we...
At ServiceNow, we believe that truly understanding customer needs is the key to creating tools and experiences they’ll love. The team I lead, the UX Research and Insights team (UXRI), dives deep into ...
The Adaptive Governance Framework An extension of The Governance Topology Table of Contents 1 - Introduction 2 - Disclaimer 3 - Ideation types 4 - Demand Dimensions 4.1 - On Normal and Minor demands 4...
We’ve seen that one of the hottest topics at ServiceNow Knowledge 2025 (K25) is how to put AI to work in ServiceNow. The AI Agent, AI Workflow Data Fabric are the key approaches ServiceNow is taking t...
The Governance Topology A Fundamental Framework for Mapping out Governance Table of Contents 1 - Introduction 2 - Disclaimer 3 - Why Introduce The Governance Topology 4 - What is The Governance Topolo...
Nomination forms are live for the 2026 ServiceNow MVP program. You may apply any day from Dec 1st - Dec 31st Apply now Earlier this year, we reached a new milestone—815K community members. Today, we...
With a customer events fresh from last week, the timing is relevant to share how P1s can be learning opportunities. It’s the dreaded P1 situation with war rooms, hotlines, and heated sentiment across ...
OverviewAI has been a thing for a few years in the IT ecosystem and ServiceNow is no expection. Things have evolved and been improved over time, but some organisations still don’t know how to make use...
A common question when evaluating how to execute demands. Do I build or buy? Often, customers only think of the initial investment and what is the path with the least amount of friction. Often, not al...
"Future-proofing," if there is ever such a thing, is about creating scalability rather than predicting every possibility (e.g. build for the general, not exception). A well-architected ServiceNow plat...
OverviewBack in 2023 I talked about the Access Analyzer plugin that had just been published. Lots of things have changed since and there are many of them that are quite interesting.Initially this feat...
Lol @raravind47 / @gliriel, Why have you created two new accounts? @Dan Bruhn
OverviewBack in 2023 I talked about the “Data Filtration” plugin, but ServiceNow have decided to retire it in favour of Security Data Filters, which come enabled by default in new instances. These wil...
A CMDB is valuable only when decisions improve because of it. Start by defining critical services and the CIs required to support incident impact assessment, change risk, and asset lifecycle. Limit sc...
ServiceNow holds high-signal operational data—requests, approvals, incidents, changes, assets, identities. Treat it as a first-class data product. Define a shared data model: normalize key entities (u...
Even the best workflow will fail if the organization isn’t enabled to use it. Treat enablement as non-negotiable scope. Build a change plan that addresses awareness (why this matters), ability (how to...
Portals succeed when they mirror how people think and act, not your org chart. Start by mapping end-to-end journeys (e.g., new hire, laptop break/fix, role change, vendor onboarding). Identify moments...
A ServiceNow KPI architecture should begin with experience and flow, not activity counts. Establish a layered model: Level 1 outcomes (e.g., CSAT, EX, NPS, cost-to-serve), Level 2 flow metrics (lead t...
Good governance accelerates delivery by clarifying what’s allowed, what’s reviewed, and what’s automated. Define tiers: low-risk changes flow with automated tests and approvals; medium-risk changes ge...
Platform underfunding is value starvation. Treat ServiceNow as a product with roadmaps, not a cost center. Shift from episodic project funding to capacity-based funding aligned to value streams (e.g.,...
We’re excited to announce an important change in how we deliver implementation guidance and resources to our teams and customers. On December 5th, the Now Create portal will be retired and replaced by...
A strong operating model balances speed with safety. Clarify roles: Product Owners for each core service, Platform Owner for cross-cutting standards and capacity, Enterprise Architect for alignment to...
OverviewLarge organisations typically have different needs in terms of languages depending on the type of persona consuming services provided in a shared platform like ServiceNow. Employees and contra...
Winning business cases focus on time-bound, evidenced value rather than tool enthusiasm. Establish the “current cost of work” with a defensible baseline: labor hours per case, rework rates, waiting ti...
Sarah G_
on:
2026 MVP Applications are open—we invite you to ap...
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...
on:
Landing Change: Enablement as a First-Class Capabi...
on:
Measuring What Matters: The KPI Architecture
on:
Platform Governance Without Red Tape
