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: ...
Modern Change Management: Adoption Playbook & Maturity Journey Table of Contents IntroductionPersonasTechnical specificationsDefining key Modern Change concepts/capabilities Change ModelsWorkflow vs Fl...
1. Add The following field to be copied when a new change is created using "Copy Change" functionality: Implementation plan 2. Add The following field to be copied when a change task is copied: Change Task Type
Come join us for a new series of live sessions focused on simplifying and streamlining your change and release processes, while enhancing governance for each. The series covers multiple products, such as Change Management, Digital Product Release,...
The secret of Multirow Variable Set – ServiceNow MRVS on Change Reference: Article Link In previous part, we have gone through the basic configuration for Multirow Variable Set (MRVS). In this article, I will cover the secret to catch ServiceNo...
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...
IT Service Management has several dozen out-of-the-box (OOB) conversations and actionable notifications for Virtual Agent (VA). We encourage you to download and install the latest plugin from the ServiceNow store and explore our product documentation...
Executive SummaryIdentity and Access Management (IAM) sits at the intersection of security, compliance, and productivity. Many organizations struggle with fragmented access request processes — some requests go through email, others through legacy por...
Executive SummaryIncident categorization is one of the most critical design choices in IT service management. For years, most organizations have relied on a simple Category and Subcategory model. While this can appear sufficient at first, I’ve seen i...
I looked for information on using the Multi Row Variable Set and how can I make use of a script to access the MRVS and its variables. Although there are articles available, I thought I make it an easy read for people here; thus this article. I am pre...
I recommend bookmarking this article so that you are automatically notified by email when changes are made by me.If you miss any content, please leave it as a comment and I will add it to this article. Table of Contents What is Digital Product Rel...
What is the purpose of the SOW in ITSM? The Service Operations Workspace (SOW) presents a modern, intelligent interface designed to enhance the agent experience. Being customized for distinct user personas, it ensures that individuals can access th...
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...
This document provides a comprehensive guide on how to create a scheduled report in ServiceNow. Scheduled reports are useful for automatically generating and distributing reports at specified intervals, but we should aim to create dashboards with rep...
Do you want your agents to receive a push notification with different ringtone when a VIP caller raise an incident OR a different ringtone for some combination of category/subcategory? If yes, follow the article 1. Open the Push Message Content rel...
ServiceNow allows you to track Service Level Agreements (SLAs) for incident tasks (iTasks) by leveraging the fact that SLAs can be applied to any record in the Task table or tables that inherit from Task. This functionality helps organizations monit...
Hello Community, Recently, I implemented a feature in my project that I thought might be worth sharing. The requirement was straightforward but interesting: Send each user a weekly summary email containing all their active Incident tickets in a si...
Authentication Clock Skew | Playbook Use Case KB Number: KB0639127 Overview The number in seconds before notBefore constraint, or after notOnOrAfter constraint, to consider whether it is still valid. Update the SAML property glide.authenticate.sso...
Intro The IT Service Management (ITSM) solution in ServiceNow provides scalable workflows to manage and deliver IT services to your users all through a single cloud-based platform. The ITSM solution can help increase your agents' productivity, resolv...
This is a Agent Mobile Application which allows Walkup Admins/Walkup Managers to easily manage entire walkup management on mobile apps. This is a applet which allows : Create a walkup reason in wu_reason table.Associate the newly added walkup reas...
Integrating ServiceNow with Salesforce using REST API and OAuth 2.0 Are you working with both ServiceNow and Salesforce? Integrating these two platforms can streamline your processes and boost efficiency. Here's a step-by-step guide to help you int...
seanflack
Dan Bruhn
Lindsey G-Prada
ServiceNow
Lisa Latour
Steph Morillo
