Rahul Tripathi is SVP & GM of the Service Operations Business Unit at ServiceNow, responsible for ITSM, ITOM, and CMDB/ServiceGraph. Previously he served as CPTO at Skytap and CTO at Nutanix. I've spe...
In today's digitally dynamic environment, ensuring that services are always available and reliable is crucial, especially for high-traffic applications. One of our key customers, a leading app in the ...
Have you wondered how you can staff the right number of agents to meet your expected demand to resolve tasks over time? SUMMARY In the Workforce Optimization for ITSM application, using historical dat...
Empower your teams to grow their ServiceNow skills in tandem with the pace of digital transformation Digital Transformation is a fundamental shift in IT infrastructure, customer experience, and busine...
With modern digital organizations transitioning to DevOps concepts for faster and higher volumes of change, creating a concept of modern change enablement is a new challenge for many teams. This issue...
When organizations transition from legacy systems to ServiceNow, one of the most important responsibilities of a consultant or developer is to deeply understand the platform’s Out-of-the-Box (OOB) cap...
We all know that we need to automate IT support. Let’s face it—ticket volumes are still going up and budgets are tighter than ever. The question isn’t whether we should do it, but how. You can’t just ...
Listed below are the questions raised during our Now Assist for ITSM Q&A session with answers. Use this as a starting point for your implementation planning. Q. What is the difference between AI Agent...
Rahul Tripathi is SVP & GM of the Service Operations Business Unit at ServiceNow, responsible for ITSM, ITOM, and CMDB/ServiceGraph. Previously he served as CPTO at Skytap and CTO at Nutanix. I've spe...
Service Operations Workspace (SOW) can significantly modernize the agent experience: faster triage, cleaner navigation, and more context in fewer clicks. But implementations stumble because teams unde...
Attached is a white paper I have authored which shares an approach to deploying Now Assist for ITSM. This should be useful for anyone unsure of where to begin, and identifies some key challenges to wa...
If your fulfillment team works primarily from Catalog Tasks (sc_task), forcing them to open the parent RITM (sc_req_item) just to find attachments slows everything down and increases the chance that k...
45-60% of employees still pick up the phone even when digital channels exist and those calls cost 2-5x more than digital interactions. AI Voice Agents let you change that! This FAQ breaks down some of...
Troubleshooting & Preventing Duplicate Task Numbers in ServiceNow A complete guide to understanding, detecting, and enforcing unique numbering on Task and Task child tables Duplicate numbering on Ta...
We've got some exciting news to share: G2 has named ServiceNow ITSM the #1 Best Software for IT Management Products in its 2026 Best Software Awards. And this one means a lot because it came directly ...
Every Autonomous IT story from a vendor follows the same three‑act script: services and operations are manual and reactive...then AI and automation are implemented.. then zero‑touch nirvana is achieve...
When managing integrations between systems or services, one recurring question is:Where should we store integration information in ServiceNow? In this discussion, we focus on the operational aspects o...
Think of Change Management as the traffic light at an intersection controlling each vehicle (change) for safety. Release Management is the city traffic planner, orchestrating the overall flow, managin...
We’ve all been there: you’re trying to open a massive table—syslog, sys_audit, sys_email, anything with millions of rows—and you get greeted by that lovely pop-up: “Running transaction…” And then you ...
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🔎 Troubleshooting & Preventing Duplicate Task Num...
