Approval SLAs in ServiceNow

One of the interesting challenges that often comes up during ServiceNow implementations is how to track Approval SLAs — especially when you have multiple levels of approvals (User, Line Manager, Group...

Endorsement/Custom Approvals for Service Requests in ServiceNow

In many organizations, the standard ServiceNow approval model works well — an approver reviews a request and either approves or rejects it.But in real-world scenarios, especially for service requests ...

Incident Routing Across Support Tiers Using ServiceNow and CSDM Principles

One of the most overlooked aspects of Incident Management is how efficiently tickets get routed to the right support team. It sounds simple — assign to the correct group — but when you’re running a mu...

The Case Against Catalog Consolidation

When dealing with your Service Catalog, consolidation is more often than not the goal for simplicity. The thinking goes, the fewer items your end users have to choose from the better the user experien...

Out-of-the-Box Recommended Actions in ServiceNow ITSM

ServiceNow provides the following Recommended Actions out-of-the-box (OOB) for ITSM, particularly for modules like Incident, Problem, and Change. Recommended Action Plugin Capability AI Search Recomme...

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...

Trigger NowAssist Summarization for incident, problem record automatically using Flows/BR

Ever wonder how to trigger GenAI Auto-summarization for incident, problem tickets, from the Flows / BRs? Though this may not be a use case with your implementation or customer, I thought of tinkering ...

Vendor performance management - 2

Continued from the last blog. Automate Vendor Score MeasurementServiceNow automatically gather performance data from across the platform: SLA records, survey results, Service Availability, etc.Perform...

Vendor performance management

Previously, we covered key benefits, features and relationship between various entities involved in setting up foundation for vendor management. Managing vendor performance is crucial for ensuring tha...

ITSM without CMDB

If you have been in ServiceNow ecosystem for a long time, you already know that CMDB is true digital foundation for the success of ServiceNow project. Whether it is ITSM, IT asset management, GRC or S...

Using the 'Requested For' Variable in ServiceNow Catalog Items

Many organizations enhance their ServiceNow catalog items by creating a variable set that includes a 'Requested For' field. This allows users to specify who the request is for directly on the catalog ...

AI for Change, self-service with Voice, and Digital End-User Experience - new in Zurich for ITSM!

The Zurich release for IT Service Management (ITSM) introduces a host of AI innovations designed to modernize operations, elevate user experiences, and streamline change processes. With a focus on pro...

Speed vs. Resilience? You Don’t Have to Choose with ServiceNow + JFrog

Releasing software quickly shouldn’t mean compromising on security, compliance, or resilience. That’s why ServiceNow and JFrog are deepening their integration to help organizations deliver innovation ...