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...
I want to use SLA to track response "comments" from assignment group to their customers for incidents they have created. I want to maintain a good level of updates and communication such that the Assi...
Opinion · IT Strategy & Frameworks · ServiceOps · May 2026 · 3 min read ITIL. COBIT. IT4IT. VeriSM. SIAM. SAFe. DORA. Respected frameworks, all of them — but are they able to keep pace? ServiceNow is ...
What's new in ITSM: Australia release Your L1 team is probably handling the same password resets they were three years ago. Your analysts still triage device issues one endpoint at a time. And your ch...
ServiceNow customers have always had access to one of the most powerful IT operations platforms ever built. The capabilities are there — CMDB, Discovery, Service Mapping, Now Assist, Modern Change, Ma...
Q. What is best approach to having an approval (someone to review email content before it is sent). I am thinking add approval field and flow. SOW's Major Incident Management uses communication templa...
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...
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The Pitfall: Dynamic Conditions in SLA Definitions
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🔎 Troubleshooting & Preventing Duplicate Task Num...
