ITSM blog

Problem Management - Why do we need it?

Problem management can be one of the most beneficial IT service management disciplines, but it can also be one of the most difficult to justify and maintain. It investigates recurring incidents, the r...

3 Disastrous Errors Made on Most Surveys - Which ones do you make?

We know that many surveys are badly written and yield unwanted results. But the worse part in Surveys are when we ask 3 types of questions that manage the relationship with the survey taker. 1. Asking...

Frequently Asked Questions to get you started with Continual Improvement Management (CIM)

Continual Improvement Management is a new App released in London. In this post I am addressing some FAQs about the CIM app, process, best practices and how you can get started. What is Continual Impro...

Here's how you compare

Understanding your KPI performance is the first step toward cost saving and improving the employee experience. ServiceNow Benchmarks report explain your KPI performance, provide monthly Benchmarks com...

Variable Information of Catalog Item in Question and Value format.

Hello, https://hi.service-now.com/kb_view.do?sysparm_article=KB0714632.https://community.servicenow.com/community?id=community_question&sys_id=8fc10749db2aef806c1c02d5ca9619fb There is an issue report...

Importing Knowledge Article from MS Word

Best practices for writing effective surveys

In a famous study on organ donations, researchers found that simply changing the default option in Survey from checking a box to become an organ donor to checking a box to not be an organ donor vastly...

Best practices to adopt Continual Service Improvement

Why you need Continual Service Improvement (CSI)? CSI is one of the most important concepts in Service Management. When you design a new service, or a new process, or some new infrastructure, it’s nev...

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...

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