Video: Change Management Overview

This video provides an introduction to change management as described by the Information Technology Infrastructure Library (ITIL) framework. Demonstrates change management in the ServiceNow platform. ...

Consider Mobile when using Catalog Client Scripts on Service Portal

When you move to Service Portal, there is a possibility that the client scripts defined on catalog items and record producers do not work on Service Portal. The reason is that Service Portal is a mobi...

Best practices for implementing the Incident Management application

Businesses suffer IT service disruptions every day — often resulting in lost revenue, reputation damage, and unhappy customers. To minimize the negative impact of these incidents, a combination of peo...

September Knowledge Base Digest: Service Catalog

The Knowledge Base is kept current with frequent edits and additions. Find out what is new and stay up-to-date on the latest ServiceNow Knowledge Base articles by reviewing the weeklyKB digest.The Ser...

Problem Management Overview

This video provides an introduction to problem management according to the Information Technology Infrastructure Library (ITIL) framework. It demonstrates problem management in the ServiceNow platform...

IT4IT is redefining how IT is managed from an end-to-end perspective

The IT4IT standard managed by the Opengroup, an open forum, helps to re-define how IT organizations are managed from an end-to-end perspective. IT4IT doesn't replace any existing standards such as ITI...

Best practices for implementing the Change Management application

IT organizations need to manage change and the risks that come with it. That change may be reactive, resolving errors and adapting to changing business circumstances. Or it may be proactive, reducing ...

3 changes to the SLA engine for domain-separated instances

If you have a domain-separated instance like managed service providers (MSP) and have service level agreements defined for individual domains, then you may have faced one or more of these issues:SLA n...

Incident Management Overview

This video provides an introduction to incident management according to the Information Technology Infrastructure Library (ITIL) framework. It also demonstrates incident management on the ServiceNow p...

TechBytes Episode 37: Benchmarks in Jakarta

This week, Manjeet Singh and Brian Hollandsworth discuss the value of Benchmarks and the latest features in the Jakarta release. Listen Subscribe to iTunes This episode covers: What's Benchmarks all a...

ServiceNow demonstrates leadership beyond ITSM in the Forrester SPM Wave

There's already a lot of buzz about the recently published Forrester Wave identifying ServiceNow as a leader in the Strategic Portfolio Management space but I wanted to share my insights - as a team m...

Set performance goals based on real-life IT benchmarks

Say you are in the technology industry and you recently brought down the time to resolve P1 incidents by 2 hours (from 10 to 8 hours). That's a big accomplishment. Now imagine what you could do if you...

Create read-only variable editors

Variable Editors are a popular feature on the platform. They are typically used to display information gathered from the requestor or end user using service catalog forms (catalog items and record pro...

Great Insight from the Field

James Ramsay spends a lot of time in the field talking with customers. So, when James shares his views people sit up and listen. He's done just that with a recent Service Matters blog, posted on Septe...