ITSM articles

Modern Change Adoption Guide

Autonomous IT · Zero Touch IT Support Journey This guide walks platform administrators and change process owners through creating a custom Change Model — using Cloud Pr...

Restrict Change Submission When Planned Dates Fall in Freeze, Blackout, or Maintenance Windows

In many organizations, change management windows like freeze, blackout, and maintenance periods are very important to avoid risks during critical times. However, users can sometimes by mistaken select Planned Start Date or Planned End Date that fall ...

Get Change Models working again: Start with the right diagnosis

Change Models can fail in ways that look similar on the surface but require completely different fixes. A missing Change Model field and a Change Model your team can't see are two separate problems with two separate causes. And the steps that solve ...

Change Models not appearing on the Change Request form? Check these four settings

You activated the Change Management plugin. You confirmed the activation completed but the Change Model field still isn't showing up on the Change Request form. What's actually going on is that plugin activation is only part of the setup. Four other...

SLA vs OLA vs UC… What do these actually mean (in real life)?

Over the years, I’ve worked with a lot of different organizations, and almost every time this topic comes up, I see the same reaction. Most customers are familiar with SLAs… kind of.They usually think of it as “that timer on my ticket.” But when you ...

Standard Change Proposal : Default Assignment and Approval Group

Hey Everyone, This articles explains the process to remove the default assignment group set while proposing/modifying any standard change template. OOB Standard change templated are sent to Change Management assignment group as use Change Manager a...

Modern Change Management - Open Office Hours - Best Practices & Challenges

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...

Activities / Journal Entries Synchronization/Bi-Directional update between Parent & Child Tables

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...

SLA in ServiceNow (Complete Course): From Fundamentals to Reporting and Breach Management

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...

What Is ITSM in ServiceNow? An Operating Model With Demo Insights

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...

Custom Widget To Show Additional Change Request Details in Service Portal

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"...

One Size Fits None: The Case for Multi-Modal Change

In today's enterprises, not all teams work the same way - and not all changes carry the same level of risk. Development teams move quickly, operations teams prioritize stability, and regulated environments require more oversight. Yet many organizatio...

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[HowTo] Enable Mandatory Approval Comments on the Service Portal in one minute (/w eSignuature support) - Not Required: Cloning, Global Scope

Want this?Please fork the following GitHub repository:https://github.com/kr4uzi/ServiceNow-Portal-ApprovalNote: As this scoped app does not add neither tables nor fields, you are "safe" in licensing terms. Then create a new scoped app by importing fr...

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Digital Portfolio Management: What are KPI groups?

KPIs stands for key performance indicators. Use KPIs for quantifiable measures of performance over time. ServiceNow's KPI groups within Digital Portfolio Management (DPM) provide a structured framework for evaluating and measuring various aspects of ...

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How to Create a ServiceNow Change Dashboard (Step-by-Step Guide)

Building an effective change dashboard in ServiceNow is essential for IT service management (ITSM) operations. Properly configured dashboards enhance your data visualization capabilities, giving you a clear, single point of truth for all change activ...

How to Create Change Reports in ServiceNow (Step-by-Step Guide)

If you work with change management in ServiceNow, you spend a lot of time looking at lists of change requests. At some point you need more than a list. You need a clear change report you can share with managers, directors, or your own team. This gu...

Modern Change Management - Adoption Playbook & Maturity Journey

Modern Change Management: Adoption Playbook & Maturity Journey Table of Contents IntroductionPersonasTechnical specificationsDefining key Modern Change concepts/capabilities Change ModelsWorkflow vs Fl...

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Modern Change Academy

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,...

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ITSM Maturity Model

ITSM Adoption Posture Maturity Model Maturity is a measurement of the ability of an organization for continuous improvement in a particular discipline. It helps assess the current effectiveness of a discipline and supports figuring out what capabi...

Coding/Scripting assignments for freshers and entry level servicenow devs

Sharing some coding/scripting assignment for entry level ServiceNow developers and freshers. Below are the attached assignments for reference. I'll try to add more assignments sooner. To prepare for ServiceNow interview you can refer this article S...