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...
This guide walks ServiceNow administrators and incident management teams through implementing on-call scheduling—the automated, predictable mechanism for routing incidents to the right responder at th...
Most teams standing up ServiceNow ITSM treat Problem Management as an afterthought. Incident is the priority, change gets attention, and problem gets switched on with the assumption that if your team ...
ServiceNow ITSM and CSM are designed to serve different audiences. ITSM serves your internal employees, CSM serves your external customers. On the surface, sharing a group across both seems harmless -...
Email is one of those integrations that looks simple on paper until you're knee-deep in bounced notifications and nobody can figure out where the message died. Email integration is one of the first th...
The service desk has three seats — the person who needs help, the person resolving the ticket, the person who built the whole thing. Most AI-for-IT stories focus on one role. ServiceNow — the platform...
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...
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The Pitfall: Dynamic Conditions in SLA Definitions
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🔎 Troubleshooting & Preventing Duplicate Task Num...
