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...
We've got some exciting news to share: G2 has named ServiceNow ITSM the #1 Best Software for IT Management Products in its 2026 Best Software Awards. And this one means a lot because it came directly ...
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...
When managing integrations between systems or services, one recurring question is:Where should we store integration information in ServiceNow? In this discussion, we focus on the operational aspects o...
Think of Change Management as the traffic light at an intersection controlling each vehicle (change) for safety. Release Management is the city traffic planner, orchestrating the overall flow, managin...
We’ve all been there: you’re trying to open a massive table—syslog, sys_audit, sys_email, anything with millions of rows—and you get greeted by that lovely pop-up: “Running transaction…” And then you ...
Many organizations use SLAs to measure process performance in ServiceNow, there are even out-of-the-box SLAs in the platform that are active by default. However, in most cases metrics are a more appro...
After years of working with IT teams, I’ve seen change management become both a catalyst and a constraint. When done right, it builds trust and speed. When done poorly, it creates fear and bottlenecks...
I’ve seen organizations buy ServiceNow thinking it will automatically fix their IT processes. It never does. The platform is powerful — but it’s still just a tool. If the process behind it is unclear,...
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The Pitfall: Dynamic Conditions in SLA Definitions
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🔎 Troubleshooting & Preventing Duplicate Task Num...
