Virtual Agent for IT Service Management

What is the ServiceNow Virtual Agent? ServiceNow Virtual Agent is a chatbot solution native to the Now Platform, which was launched as part of our London release. With Virtual Agent you can build conv...

Give your IT support the human touch with a walk-up operation

In this automated age, the walk-up approach for IT support is a popular one. Users love being able to walk into a “tech lounge” any time and get help on the spot from a real live person. And your comp...

Best practices for making your Benchmarks reports more useful

If your organization has opted-in to Benchmarks, you probably know that the up-to-date monthly Benchmarks peer comparison report is available right in your Instance to help you improve your service an...

Using Embedded Help to Provide Contextual User Information

For those unfamiliar with the feature, embedded help is a great feature for providing contextual information to users, depending on where they are on the platform and what roles they contain. You can ...

ITSM Professional Explained : Inspired by experiences of Service Desk Owners (a hypothetical use case)….

"Thank you for all the hard work in running the service desk so well", said the CIO, as he opened the monthly meeting with various service desk owners in his company. A little brief on the company. Th...

Kingston Service Catalog form Issues and How to Workaround them

Starting with Kingston, Service Catalog was introduced with a newer version of “g_form.” Due to this new version of g_form, you may face some unexpected challenges when using catalog forms on an insta...

What to do if Catalog client script isn’t working in Order Guides in Service Portal after upgrading

Users in Jakarta Patch 9, 9a, 9b, 9c and Kingston Patch 6 Versions might run into issues with Order Guides in Service Portal where the client script doesn’t load. This issue is only isolated to Order ...

Create a new manufacturer / Como criar um novo fabricante

Como criar um novo fabricante Create a new manufacturer

Submit ServiceNow incidents using this Windows app to enrich your tickets

Increase end user productivity and help your IT service desk teams using this Windows application

Create an attachment with submitted variables as its content

Not sure how often we come across a request where we need get list of variables submitted for a request to be placed in a file to be auto generated (possibly xls, xlsx etc. format) as an attachment & ...

ITSM Highlights in London

A star service-desk agent Meet Trevor! Trevor is a star service desk agent at Acme Corp. He is very dedicated and loves helping employees, but is growing frustrated with the barrage of requests and in...

The New Service Level Agreement (SLA) Landing Page for 2018.

Take a look at the new Service Level Agreement (SLA) Landing page: http://bit.ly/SLAresourcepg The page contains all of the up-to-date and common issues encountered by Customers and TSEs, with Known E...

ServiceNow SLA reporting. Useful or not?

Almost in any action movie, there’s bound to be a moment where the main character, let it be John McClane, defuses a ticking time bomb. If he doesn’t do it in time, dreadful consequences will follow. ...

Filtering CI's: A Reference Qualifier Example

So you've worked hard getting your CMDB populated with all the objects that should fall under configuration management and/or be part of your service management processes like incident, problem, and c...