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: ...
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...
Step 1 ) Create a business rule as below. (for Copying additional comments to SC Task from RITM) Table : sc_req_item When : After , update Filter condition : Additional comments : changes Advanced Script : (function executeRule(current, previous...
Introduction – Context and Promise "One of the biggest mindset shifts organizations struggle, it is no longer just about keeping systems alive." That line shows up in almost every ITSM reset. Teams can keep the lights on and still fail the business...
As ITSM Now Create users would of noticed the process diagrams in the Process Guides and Workshop presentations are embedded images. To make life easier the diagrams for the following are released on Now Create as zipped Visio files Incident, Change,...
Executive SummaryOver the years, I’ve seen Service Level Agreements (SLAs) become one of the most misunderstood features in ServiceNow. Everyone wants them — leadership wants proof of accountability, process owners want measurable targets, and agents...
How to Export Incidents from ServiceNow (The Right Way) If you’ve ever had to pull incident data out of ServiceNow for a weekly report, an audit request, or a downstream system, you know the export button is the easy part. The harder part is export...
Problem Management (PM) is one of the components in the ITIL Service Operations area. The primary focus of PM is to identify causes of service issues and commission corrective work to prevent recurrences. PM processes are both reactive and proactive ...
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...
Hi all, wanted to share this custom widget I created that shows a popup on the "approval" page in Service Portal. One complaint I've often heard is that an Approver doesn't see much information about a Change Request if they view the OOB "approval"...
The current "Embed link" option in ServiceNow results in having a link which does not use the Portal look & feel which is somewhat dissapointing as portals are branded, styled and optimized at most customers. The embed functionality is configured in...
Why the ServiceNow Incident Workflow matters (and what you’ll understand by the end) If your incident process looks clean on paper but feels messy in production, you’re not alone. In real ServiceNow implementations, incident records often move fast, ...
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...
Hello Community, ServiceNow Workspaces are designed for fast, focused work, but many use cases still require custom actions and guided user interaction. A common need is to let users click a button, select records from a list, and perform an action -...
Hey Everyone, Something that I have come across a few times is the request to allow users to relate closed incidents to Problems (although it could be anything). OOB ACL rules stop users from updating any fields on the incident, and if you add the in...
If you’ve ever needed a quick export of incident data and didn’t want to babysit a manual UI download, you already know the pain. You can export from list views in ServiceNow, but that approach is manual, easy to repeat incorrectly, and hard to sched...
You can memorize ITIL terms and still struggle the first week you run ServiceNow ITSM in production. That’s because the confusion usually isn’t about what an incident or change means. The confusion is about how ServiceNow ITSM turns those concepts in...
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...
If your ServiceNow ITSM practice feels like a ticket factory, it usually isn’t because your teams don’t know what an incident, problem, or change is. It’s because the platform can’t “see” what your tickets mean in the real world. When ownership is un...
seanflack
Dan Bruhn
Lindsey G-Prada
ServiceNow
Lisa Latour
Steph Morillo
