As IT races to do more with less, the pressure to deliver reliable services without friction has never been higher. We'd like to invite you, our ServiceNow ITSM and ITOM customers, to ServiceNow Nexus for Service Operations 2026: an exclusive thre...
AUTONOMOUS IT SERVICE OPERATIONS The journey from reactive to remarkable Autonomous IT ServiceOps is your structured path to zero-touch support and zero unplanned outages. Our program takes you through three stages - Insight, Automation, and Auton...
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: ...
Hello everyone, Today, I’m going to write an article about Script Includes and GlideAjax. I know there are already several articles available on Script Includes and GlideAjax, but I want this one to be a little different. I’m not going to cover ...
This guide outlines the default templates and their corresponding GenAI variables used to compose email content recommendations for Major Incident Management (MIM) communication. Default Templates & GenAI Variable Mapping Template NameSectionGenAI ...
On-Call Scheduling ensures the right person is notified when an incident, task, or case needs attention outside normal workflows. This article walks through the setup sequence in the order each piece actually needs to exist, so escalations work the ...
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...
To all my new users, and those switching to the Auto IT Journey, we know that there is a lot of detail on the amazing journey map. To help many of you out (and for those who keep asking me), I have highlighted where 'Change Management' is on the jour...
On-call scheduling touches sensitive information: who to call at 2am, personal phone numbers, and which team owns which outage. Roles exist so access matches responsibility—the person who sets up rotations for the whole company isn't the same person ...
Welcome to the Now Assist for ITSM Quick Start Guide This resource is designed to help you swiftly activate and derive value from Now Assist for ITSM. Whether you're an IT administrator or a solution consultant, this guide offers a concise overview t...
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...
As IT races to do more with less, the pressure to deliver reliable services without friction has never been higher. We'd like to invite you, our ServiceNow ITSM and ITOM customers, to ServiceNow Nexus for Service Operations 2026: an exclusive thre...
Hello Developers, Have you observed that sometimes you receive emails in your instance even if you are not a member of any group that receives emails or have subscribed to any notifications? It is as a result of ServiceNow's Delegate functionality. ...
After talking to our customers about their ITSM experience, one common theme continuously came up. How do we help our employees become more efficient while maintaining an exceptional user experience for them? We focused our discussions on Requesto...
Welcome to the Digital Portfolio Management (DPM) Community series! As you get started with your DPM implementation, it is essential to know these key features that will help you achieve your desired outcomes. Understand and deep-dive into featu...
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...
Now's the time Transforming the IT service experience isn’t a one-shot sprint, it’s an ongoing ultra-marathon. Today, your IT teams need to not only deliver fast and personal services at scale, they also must constantly pivot to meet challenges i...
Hey team, The most common question I get from legacy users is 'how do I know what new models I can create'. So, I wanted to share a general guide to give everyone a baseline to start from. Don't forget to sign up and join us at the clinics. Lat...
A big thank you to everyone who registered and came to our Change Management and release 'Open Office Hours' - where we address adoption issues and hold an open Q&A related to modern change. Attached are the Modern Change decks for reference, alon...
Hi, Appendix for this article can be found Here We use assessments to evaluate, score, and rank records from any table in the system. In this article we shall see how to configure assessment, create stakeholders and then generate assessments. Step 1:...
Playing with Attachments in ServiceNowAttachment Tables:1. Sys_attachment2. Sys_attachment_docs"sys_attacment" has got ONE-TO-MANY relationship with "sys_attachment_docs" tableAttachment in ServiceNow - Overview:a) Parent transactional record referen...
Granular admin roles in Notify:When you create a new role, it doesn’t automatically follow the same security restrictions as existing roles. So, if there are certain tables—like the Notify tables—that should remain restricted, you need to handle that...
Problem When working with a custom table that extends the Task table, you may notice that field value changes (for example, changing the State from Work in Progress to Pending) are reflected correctly on the form but are not displayed in the Activity...
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ServiceNow
LisaLatour
Steph Morillo
