Vendor Management 101 - Part 2

Let’s talk about other key capabilities of vendor management. Measuring Vendor PerformanceNow that you have all the data in one place, the next question is: how do you measure whether a vendor is perf...

Vendor Management 101

This is a series of blogs to cover everything you need to know about vendor management in ServiceNow. Over the next couple of posts, we’ll deep dive into key features of vendor management, planning an...

Get your voice heard: Participate in ITSM UX Research Panel now!

2m ago We're inviting ITSM users to be a part of our UX Research Panel and help shape the future of ServiceNow's ITSM products. Your voice matters—and we want to hear it. Your insights will play a key...

Conditionally Customize the Recommendations Tab in Service Operations Workspace

This is how the Recommendations tab (bell icon) appears on the SOW Incident record page today. In this article, we’ll walk through how to control the visibility of the entire Recommendations tab, and ...

Fine-Tune Your ServiceNow Navigator: Say Goodbye to Irrelevant Search Results

These off-base matches happen because of how the platform ranks and filters navigation results. By default, a system property called glide.ui.polaris.nav_filter_accuracy_score is set to 75, which allo...

Navigating the ServiceNow - Azure DevOps Integration Landscape: Choosing the Right Path

"How do you integrate ServiceNow with Azure DevOps (ADO)?" This seemingly simple question often leaves me with a hundred follow-up questions. That's because ServiceNow offers a rich array of out-of-th...

ServiceNow ITSM Q2 Store Release: Automate and accelerate IT Services

We’re excited to introduce the Q2 Store release, packed with powerful enhancements to help you move faster and more confidently in a constantly evolving digital world. We’re thrilled to walk through a...

Understanding Changes, RITMs, and Standard Change Models in ServiceNow ITSM

What’s a Change? In ServiceNow, a Change is a formal request to modify something in your production environment. This could be a code deployment, patch update, or infrastructure tweak—anything that al...

When Features Sleep: Uncovering the Untapped ITSM Potential

Introduction Many organizations invest in the ServiceNow ITSM suite with the goal of transforming their IT operations. However, it's not uncommon for them to leverage only a small portion of the capab...

Problem Management – What’s new in Yokohama

As Yokohama includes Service Operations Workspace (SOW) 6.x, problem management models are enabled by default for new customers.Last time we looked at what was new in Xanadu.What’s new at a glance in ...

How to Set Principal Classes for ITSM

The 'Configuration Item' (CI) field on a form may appear simple, but it offers numerous options that can significantly impact your workflows in Incident, Problem, and Change management. Selecting a re...

Introducing AI Agents in the Yokohama Release for IT Service Management

We’re thrilled to announce the latest updates in the Yokohama release, bringing forward significant enhancements to the IT Service Management (ITSM) capabilities that will automate and your IT service...

Help us improve our ITSM documentation!

I'd love to have you involved in our next research project to help us build a better ServiceNow product documentation experience for all ServiceNow users. It would be great if you'd consider signing u...

SLA Engine - a developer's perspective of the logic

What is the SLA Engine? What is it made up off? Is it really an Engine? All these questions and more are answered from the perspective of a developer working and supporting the SLA Engine. The SLA Eng...