General availability • September 10, 2026 ServiceNow Launches Out-of-the-Box MCP Servers for Claude, Copilot, Gemini, and Other AI Clients The AI client orchestrates. ServiceNow remains the governed s...
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...
Thank you to everyone who joined our Autonomous IT Academy session on Activating AI Skills and Agents for Incident Management! Here's a full roundup of what the community asked, organized by topic inc...
General availability • September 10, 2026 ServiceNow Launches Out-of-the-Box MCP Servers for Claude, Copilot, Gemini, and Other AI Clients The AI client orchestrates. ServiceNow remains the governed s...
Whatever’s on your to-do list right now—a CMDB that gets more complex by the hour, alert noise that never quiets down, or a backlog of tickets that keeps growing—there’s a good chance someone solved i...
Nisarg Shah is VP of IT Operations Management at ServiceNow, responsible for AIOps and Service Graph Before I became a Vice President at ServiceNow—before I started managing the software products that...
https://www.servicenowresearch.com/productlab/m6hPbDPT
Out of the box, every ServiceNow user can set up delegation for themselves. Head to your profile, pick a delegate, set the date range, choose which areas to delegate (Approvals, Assignments, All Notif...
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...
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ServiceNow Launches Out-of-the-Box MCP Servers for...
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The Pitfall: Dynamic Conditions in SLA Definitions
