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...

Successfully navigate your zero-touch IT support journey with this primer

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 ...

Implementation office hours Q&A - Now Assist for ITSM

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...

Earned, Not Announced: Why Customers Should Bet on Proof Over Promise

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 implementation is not a UI migration endeavor

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...

Now Assist for ITSM: A recommended approach to implementation

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...

Show RITM Attachments on a Catalog Task Using a Relationship

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...

Voice is your most expensive IT support channel. Here's how to make AI handle it with ServiceNow

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

 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...

ServiceNow ITSM Is the #1 Best IT Management Software on G2 — and You Made It Happen

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 ...

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 Data Service Instances to represent System Integrations: A Good Idea?

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...