While the industry was abuzz in 2024 with the term 'Generative AI', 2025 will be the year for AI Agents. AI Agents represent a transformative leap beyond traditional ML, Virtual Agents & GenAI. Here's why this is such a important step forward: ...
If your ServiceNow users can't see the right SLA on the incident ticket, you don't just lose time, you lose trust. The agent guesses priority, the vendor relationship gets murky, and leadership only hears about the breach after it happens. In this ...
ServiceNow has made several changes to how incidents integrate with CSDM. This lays the foundations for Service Portfolio Management, Digital Portfolio Management, and ability to tie Events to Business Services. Ensuring first line agents capture a...
For IT leaders managing SAP at enterprise scale, stability is not optional. It directly impacts financial close, supply chain continuity, payroll execution, revenue recognition, and regulatory exposure. Yet in many organizations, SAP instability ...
The Autonomous IT Academy is your guide to mastering ServiceNow's Autonomous IT framework. This series takes you through the full transformation journey, centered on achieving two critical outcomes: zero service outages and zero-touch IT support. Eac...
The OOB Esignature Approval functionality is available on Classic UI, wherein while approving, the approver need to authenticate using username and password. The same functionality is not available on the Service Operations workspace (SOW) OOB as the...
Hello, I have often seen this basic question about fetching display value of choice field so here is the working short solution. If we use getValue it will show only backend value of Choice value but below code will display front end value of Cho...
Background: As a new Flow Designer user, coming from years of having more or less mastered workflows in the now legacy Workflow Editor, one of the first obstacles I ran into was how to use / re-use a flow for more than one Catalog Item, since Actions...
Hello Everyone ! I am explaining ACL. It's very important topic in ServiceNow. ACL(Access Control List): An instance uses access control list (ACL) rules, also called access control rules, to control what data users can access and how they can acc...
ServiceNow provides an easy way to send your survey to multiple people through email using the the Outlook Actionable Messages plugin. Users can answer the survey questions and submit the survey from the email client instead of opening the survey in ...
The other day, I was helping someone who needed to attach a .har file to an incident in ServiceNow. Simple enough, right? Just drag and drop the file. But nope — ServiceNow wasn’t having it. The upload was blocked, and the user was stuck. At first, I...
I have gone through many articles & community queries on how to copy the activities/journal entries between parent & child tables [Bi-Directional]. Either it can be RITM & SCTASK (Or) CHANGE REQUEST & CHANGE TASK (Or) PROBLEM & PROBLEM TASK etc., Bu...
Here are some frequently asked questions related to ITSM Walk-Up Experience, answered by ServiceNow Product Managers. If you don't see your question, feel free to let us know and we will work to incorporate more frequently asked questions with ou...
Questions still often arise around whether the Incident table should be extended to support very high-volume use cases, as well as the potential impact of that decision on the platform’s future state. To address this, the following provides a high-le...
ServiceNow ITSM Best Practices: Building the Right Foundations for Scalable IT Service Management ServiceNow ITSM is often the first capability organizations implement on the platform. Yet many ITSM implementations struggle over time, not because S...
Introducing support for Events API for Notify Connector for Microsoft Teams in v2.10 Introduction The Events API in Microsoft Teams provides enhanced capabilities for managing calendar events and meetings and offers capabilities related to Trans...
Problem Management in ServiceNow: Aligning Incidents, Problems, and Services in ITSM If your ServiceNow ITSM dashboards stay green but the same incidents keep coming back, you’re not running operations, you’re replaying them. That’s the common conf...
An IT outage is when computer systems or networks stop working correctly, often due to hardware issues, software glitches, or other unforeseen events. This disruption can lead to downtime, impacting productivity and business operations. To minimize s...
SLA in ServiceNow (Complete Course): From Fundamentals to Reporting and Breach Management Service Level Agreements (SLAs) are a core part of delivering reliable IT services in ServiceNow. However, in many real implementations, SLAs are misunderstoo...
Hi all. It took me a bit to find out how to make script for New York which can be used in scoped application and I would like to share it with you, so maybe you will not lose your time. I am using this script in Web Services Operation (REST Scripted ...
ServiceNow Knowledge Management succeeds or fails based on one thing: whether your knowledge is treated as an operational system, or as a dumping ground for documents. Most teams think they’re “doing knowledge” because articles exist. Then adoption s...
seanflack
Dan Bruhn
ServiceNow
Lindsey G-Prada
LisaLatour
Steph Morillo
