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 & ...
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...
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...
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. ...
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...
In this blog, I’m excited to share some insights and proof of concepts around a technology that’s been making waves in the consumer space: Augmented Reality. In this blog covering a POC I've named the...
Once you have identified improvements opportunities that you want to make, where do you capture them today? Are you using Problem/Demand/Project records or tracking them outside of ServiceNow in Excel...
For those at Knowledge18, you may have glimpsed the upcoming London Walk-up Experience application during either the IT Keynote or one of the speaker breakout sessions. For those not at the event, you...
Is your organization running IT like the airline counter after a canceled flight? Are IT service requests from users like the crowds of passengers that descend on the one or two agents behind the coun...
Join Astound's Rob Young for a live discussion about key themes from Knowledge18 and how they relate to the future of work. Hear why AI-driven automation is making employees more productive and suppor...
I define a fit organization as ‘a dynamic, constantly-improving, customer-focused entity that delivers superior performance and results over the long-term horizon’. ‘Fit’ organization don’t get that w...
This is part 3 of a three part series on Major Incident Management (MIM). Part 1 covered Activation and Properties. In Part 2 we discussed the Major Incident Management Process. In this blog we will t...
Here is an overview of the Major Incident Management in the ServiceNow Platform. which applies to all supported software releases starting with Kingston. Role required: major_incident_manager, itil
This is part 2 of a three part series on Major Incident Management (MIM). In Part 1 we discussed Activation and Properties. In this blog we will talk about MIM features and process. However, before th...
on:
Trigger NowAssist Summarization for incident, prob...
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Conditionally Customize the Recommendations Tab in...
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Problem Management – What’s new in Yokohama
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SLA Engine - a developer's perspective of the logi...
