ITSM blog

Getting Started with the Virtual Agent in Rome

Learn how to activate the Virtual Agent in the Rome release. Use the Guided Setup to activate plugins, add the Virtual Agent to portal, configure branding, and personalize the greeting.

Workforce Optimization for ITSM - Rome features

Workforce Optimization for ITSM is a solution for managers and their team(s) of agents to improve efficiency, engagement, and collaboration through focused training, skills growth, and performance man...

Automate Citrix session resets with new Virtual Agent integration

Check out the new Virtual Agent integration with Citrix ITSM Connector for automating common Citrix requests and improving the employee experience around incident resolution! The new solution plugs in...

Join us for Now Learning Live – ITSM Pro Assist series! Register Today

Do you want to expand your ServiceNow skills and grow your knowledge of the ITSM Pro Suite? There’s no better way than Now Learning Live – ITSM Pro Assist series! Join us beginning November 9 - 11 for...

Shape the Future of ServiceNow’s Chat Collaboration!

Calling all IT agents! We are excited to extend the invitation to participate in a unique research opportunity! We want to understand how IT agents prefer to use multiple chat tools vs all-in-one solu...

Research Opportunity! Shape the Future of ServiceNow's ITSM

Calling all IT experts! We are pleased to extend the invitation to participate in a unique research opportunity! Efforts are underway among our product teams to reimagine our ITSM products. As part of...

Research Opportunity! Shape the Future of ITSM

Calling all IT experts! We are pleased to extend the invitation to participate in a unique research opportunity! Efforts are underway among our product teams to reimagine our ITSM products. As part of...

Service Catalog Features - What have you missed?

A couple of weeks ago, I was having a conversation with a colleague about the Service Catalog work I was doing for a client. Despite their vast experience with Service Catalog, having worked in the sp...

Problem Management – What’s new Rome

Improve the problem life cycle. Last time we looked at what was new in Quebec. What’s new at a glance in Rome: Renamed Start Fix to FixMark duplicate can move over associated Problem TasksEnhancement ...

Now on Now: How ITSM's CIM+Coaching are driving improvement within IT Ops

ITSM CIM and Coaching instill an agile mindset of iterative and incremental process improvements that drive operational excellence. We've seen these results internally in our CIM/Coaching adoption. Yo...

Virtual Agent Overview video - Updated for Quebec

Check out the new Virtual Agent Overview video, updated for Quebec. It shows how Virtual Agent can provide self-service and automation to users. Virtual Agent is powered by a low-code conversation des...

ServiceNow When In Rome – CAB delegate improvements and standard change evaluation

Some might say that's not sexy enough for a video feature, but consider: - Almost everyone does #changemanagement on ServiceNow - Everyone SHOULD be using the CAB meeting interface - Standard Changes ...

ServiceNow GlideRecord tutorial 3| ServiceNow GlideRecord | Common Glide Record Methods and Stages

ServiceNow GlideRecord tutorial | ServiceNow GlideRecord | Common Glide Record Methods and Stages Hello and welcome back. Now let's go through a list of common glide record methods. This is not an exh...

ServiceNow GlideRecord tutorial 2 | ServiceNow GlideRecord | What is GlideRecord in ServiceNow

Hello All, We have already gone through the glide record part 1 to go through the basics of glide record api and welcome back and this video will go over the concept of dot walking will introduce the ...

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