ITOM blog

Getting Started: CMDB Health Automation

Management guru Peter Drucker noted that "you can't manage what you can't measure". I'm going to make a bold statement and say that every customer using the CMDB is struggling, or has struggled in the...

The value of Service Mapping and making it work for your applications

Introduction Over the last three decades working with hundreds of customers, I’ve yet to find an organisation who isn’t committed to improving their Service Assurance strategy and delivering excellent...

ServiceNow CMP - Advanced Training - Cloud Catalog to Service Catalog

A quick video to explain how to publish Cloud Catalog items into other Catalogs.

Webinar Q&A: Cultivating a DevOps Culture in a ServiceNow World

DESCRIPTION Wayfair has an extremely mature and well-defined DevOps culture in which the company was built on; and this introduced challenges on how to enable ServiceNow as the core platform for their...

Integrating New Relic and Event Management the Easy Way

Greetings Community! I had a recent opportunity to work with a ServiceNow customer on integrating their New Relic Infrastructure SaaS deployment with Event Management so I thought I'd share the simple...

Alert Suppression During Maintenance Windows and Change Implementations

Alert Suppression During Maintenance Windows and Change Implementations Most organizations have gotten proficient at monitoring their critical services and infrastructure. In the majority of the envir...

Embedding ServiceNow IT Ops into Slack

Slack has become the market leader in what Gartner calls the workstream collaboration space, and companies of all sizes are using Slack as their primary method of collaborating. ServiceNow's IT Operat...

Now on Now: How ServiceNow Uses IT Operations Management

New web series! Join CIO Chris Bedi and Director of IT Operations Joe Corpion for an informal discussion as they talk about how ServiceNow uses ITOM internally. Chris shares some impressive metrics as...

How to Retain Records Created by an ATF Test for Inspection

Introduction Sometimes it may be desirable to inspect a record or records created as part of an ATF test after that test is complete. Since all data created within an ATF test will be rolled back upon...

Service Mapping - It's a Collaboration

Last year I embarked on a customer Proof-of-Concept (PoC) involving mapping their Microsoft Exchange environment with Service Mapping. With the scope defined, it was time to gather information needed ...

Automate Management Console Launch in Context based on Event Payload Data

Ran into a situation recently with a customer where their monitoring solutions sent Launch in Context URL to the management console in the event payload and while they would see this data in the Servi...

Automating Log Retrieval for Faster Incident Resolution

When an incident is created and assigned to a technician, one of the first tasks the technician must complete is to look through log files for errors (at least when the incident relates to infrastruct...

Cloud Discovery: Supporting new cloud tech

Unless you've been under a rock for a while, you've probably noticed that cloud technology moves FAST. Well, being born in the cloud, so do we at ServiceNow, and so can YOU as a Discovery/Mapping cust...

Business Service Mapping Application Components that do not have Entry Points

(note: this solution only works for ServiceNow Jakarta version or later) Mapping Business Applications automatically is awesome. With Service Mapping, we can populate the CMDB during the discovery pro...

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