A New ServiceNow Era - Autonomous IT

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...

Implementation office hours Q&A - Major Incident Management for ITSM

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...

Why Understanding OOB in ServiceNow Is Critical for Successful Implementations.

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...

Autonomous IT: Zero Touch Support and Zero Service Outage Journey Maps

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...

Using Playbooks to Streamline Major Incident Management in ServiceNow

Major Incident Management (MIM) is a critical process in ITSM, designed to handle high-impact incidents that disrupt essential services. ServiceNow enhances this process with Playbooks—a powerful feat...

Major Incident Management - Common Pitfalls

Major Incident Management (MIM) in ServiceNow is designed to handle high-impact incidents that disrupt business-critical services. Unlike standard incidents, major incidents require rapid coordination...

Introducing AI Agents in the Yokohama Release for IT Service Management

We’re thrilled to announce the latest updates in the Yokohama release, bringing forward significant enhancements to the IT Service Management (ITSM) capabilities that will automate and your IT service...

Help us improve our ITSM documentation!

I'd love to have you involved in our next research project to help us build a better ServiceNow product documentation experience for all ServiceNow users. It would be great if you'd consider signing u...

Fast Incident Resolution with Notify and Webex

There are few things as challenging and threatening to an organization as a major service outage. Time is of the essence. The outage could be revenue-impacting, crater productivity across the organiza...

Service Operations - launch into a unique Service Owner Workspace {TOKYO}

Service Operations Workspace Predict, prevent, and resolve incidents proactively from a single workspace with clear visibility into context and impact, before services impact users. Eliminate incident...

Service Operations Workspace | ServiceNow ITSM Tokyo Release

(2 of 3 Demos)Service Operations Workspace from ServiceNow Predict, prevent, and resolve incidents proactively from a single workspace with clear visibility into context and impact, before services im...

How and Why to Conduct Incident Postmortems

When major incidents and service degradations occur, your first goal is to restore the levels to an acceptable norm. Modern organizations respond quickly using Site Reliability Engineering principles,...

AI Service Operations (ITSM + ITOM Collaberation)

A discussion of the new Service Operations Workspace and how this next experience solution helps deliver the right information at the right time for both ITSM and ITOM. . at the same time breaking dow...

DevOps Change Velocity - ServiceNow (San Diego Release)

Keep developers happy and boost productivity. Connect dev tools to change management for automatic ticketing and approval. Maintain reliability and compliance. [high level overview]