IT Service Management

Automate core IT processes and manage incidents, problems, and changes with ITSM. Unify AI, data, and workflows purpose-built on the ServiceNow AI Platform to create exceptional IT service experiences for every corner of your business.

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Problem Management – What’s new in Yokohama
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Problem Management – What’s new in Yokohama

As Yokohama includes Service Operations Workspace (S...

mattlloyd
ServiceNow ITSM Q2 Store Release: Automate and accelerate IT Services
blog

ServiceNow ITSM Q2 Store Release: Automate and accelerate IT Services

Charlie Steiner
Unlock Agent Productivity with ITSM AI Agents (Agentic AI)
Article

Unlock Agent Productivity with ITSM AI Agents (Agentic AI)

darius_koohmare
Introducing AI Agents in the Yokohama Release for IT Service Management
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Introducing AI Agents in the Yokohama Release for IT Service Management

Charlie Steiner

Getting Started

Welcome Guide

ITSM Standard

Welcome Guide

ITSM Pro

Welcome Guide

Now Assist Quick Start Guide

Now Assist FAQ

Recommended Trainings

Configuration activities for Service Operations Workspace in ITSM

Incident Management

FAQs

Getting started with Incident Management

FAQs

Request Management and Service Catalog

Migration Utility for Service Operations Workspace

Measure and Grow

Measuring Success

Product Docs

Performance and Measurements

Value Measurement

Connect at events

LOSN: Unlocking the Power of ServiceNow Zurich Release—What's New...

Online 09/15/25

Live on ServiceNow: [APAC] What’s New in the Zurich release for N...

Online 09/17/25

Live on ServiceNow: Office Hours - Digital End-User Experience (E...

Online 09/18/25

Live on ServiceNow: What's New in the Zurich release for Digital ...

Online 09/18/25

On Demand Events

Live on ServiceNow: ITSM Webinars
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Live on ServiceNow: ITSM Webinars

Watch the latest Live on ServiceNow: ITSM webinars! ...

laurachaudhary
Live on ServiceNow: ITSM Webinars
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Live on ServiceNow: ITSM Webinars

Watch the latest Live on ServiceNow: ITSM webinars! ...

laurachaudhary
2025 ITSM Service Operations Workspace Events
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2025 ITSM Service Operations Workspace Events

We look forward to seeing you at our 2025 ITSM Servi...

iDigSN
Process Mining Academy
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Process Mining Academy

Come join us for a new series of live events focused on ServiceNow's in-platfo...

dangrady510
ITSM Recommended Trainings
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ITSM Recommended Trainings

ITSM Recommended Trainings ServiceNow training and c...

laurachaudhary

Resources

What's New Blog

Yokohama

What's New Blog

Release Notes

Entitlements

Store

How to configure incident management to align with CSDM

a leading practice guide

How to configure incident management to align with CSDM

Managing Outages within a Service Management Environment

SLA Engine

A developer's perspective of the logic

SLA Engine

Resolve incidents quicker and elevate user experiences with the Xanadu release of ITSM

Implementing Service Level Objectives within SOW

A Customer Use Case

Implementing Service Level Objectives within SOW

Utilizing variable information in notifications

When to use surveys vs. assessments

Understanding tasks table 'closed' states

What is agent assist?

Change Success Score (Gamification)

ServiceNow Skills Management

A Better Way to Manage your Workforce Skills

ServiceNow Skills Management

Activity in ITSM

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Featured Boost your teams’ ServiceNow skills and unlock your potential through Now Learning

Empower your teams to grow their ServiceNow skills in tandem with the pace of digital transformation Digital Transformation is a fundamental shift in IT infrastructure, customer experience, and business operations. In this post-pandemic era, organ...

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Service Operations Workspace

Featured Forecast the demand for your resources to resolve your ongoing influx of tasks

Have you wondered how you can staff the right number of agents to meet your expected demand to resolve tasks over time? SUMMARY In the Workforce Optimization for ITSM application, using historical data from multiple sources, you can accurately fo...

blog
Service Operations Workspace

Featured Unlock Agent Productivity with ITSM AI Agents (Agentic AI)

While the industry was abuzz in 2024 with the term 'Generative AI', 2025 will be the year for AI Agents. A recent LangChain research survey revealed over half of companies already use AI agents, with over 75% planning to do so in 2024. Are you consi...

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now assist

Featured Implementing Service Level Objectives (SLOs) within SOW: A Customer Use Case

In today's digitally dynamic environment, ensuring that services are always available and reliable is crucial, especially for high-traffic applications. One of our key customers, a leading app in the US food and beverage sector, faces this challenge ...

blog
Service Operations Workspace

Featured Change Enablement & Federation: Maintaining Change Velocity in Regulated Environments

With modern digital organizations transitioning to DevOps concepts for faster and higher volumes of change, creating a concept of modern change enablement is a new challenge for many teams. This issue can be more apparent in regulated environments wh...

blog
Change Management
Continual Improvement (CIM)

Execute operation on script include 'hr_caseOpenRequestFilterUtil' from scope 'Global' was denied.

Hi, We are trying to implement the Employee Center Out of the Box widget, 'My Items' which shows tasks, requests, surveys , and Today's Reservations to our custom portal. We are getting this error: ErrorExecute operation on script include 'hr_caseO...

Question

Resolved! How to generate Access Token from the OAuth Token URL for the Grant type client credentials

Hi Team, Could you please provide your support to generate the access token for SCIM integration with the grant type as client credentials in ServiceNow? Please check and provide your inputs. Thanks & RegardsRahul Chander

Question

Delete condition of decision table records whose answers field value is same

Hi All, In the Decisions table, there are thousands of records. Many of these records have the same answer and the same condition (for example, changerequest.location). If multiple records share the same answer and the same location condition, then ...

Question

Need to build form with user e signature input

Hi team ,I want to build a catalog item with some fields and signature field , user should fill the form and e sign the form to submit it. Once submitted , pdf should be generated with all variables and signature and should be attached to ritm. Is th...

Question

Map AD enable value to ServiceNow using LDAP

We're storing the AD admin account data in one of the custom table u_admin and the issue we're facing is when admin account in AD is inactive we're trying to get 'userAccountControl' values from AD and updating same account inactive in u_admin in Ser...

Question

Delete Action Captured in updateset

In my use case, I created a client script and captured it in the update set as an insert and update action. However, I no longer need that client script. Can I capture the delete action in the same update set? Also, is it considered best practice to ...

Question

Why is this so difficult? Creating an alert to show when a caller is a member of a particular group.

I have run this scenario in the community, Google and Copilot multiple ways and there are so many different ways this can be done I'm getting confused because each one I try does not work. Can someone provide a script to do the following: When a n...

Question

I am not sure why script include is not working

To get email based on the caller field. function onChange(control, oldValue, newValue, isLoading, isTemplate) {var name = g_form.getValue('caller_id');var gh = new GlideAjax('getEmail');gh.addParam('sysparm_user', 'getEmail');gh.addParam('sysparm_use...

Question

How to add the message on the particular page of portal

Hi, I created one Announcement for show the info message as in red colour in the employee center portal. it's visible at the top of entire portal. But I want to make it only visible for particular catalog item page. How can we achieve it, can someone...

Question

Updated work notes from the old value to the new value.

Hi @Ankur Bawiskar, I saw your earlier response in the community about updating work notes. I tried that method, and it successfully updates a single variable. However, I need to update multiple variables at once. For example, if there are 10 to 15 v...

Question

Record Producer not visible in Service Catalog search

I’m facing an issue with a particular Record Producer in Service Catalog.The record producer is available under the correct Category and I can open it from there.However, when I try to search in the Service Catalog (using the exact name of the record...

Question

What is the performance impact of activating platform analytics plugins on service now instance?

I was going through the documentation of platform analytics but couldn't find anything relevant performance impact of activating platform analytics on a service now instance on customer's end? Does the instance goes slow or any other impact?

Question

sc_task Business rule to move non agent comments from pending to work in progress.

Hi,I seem to be running into issues with trying to set up a business rule for sc_task. We want any non-agent replies to the sc_tasks to move the state from pending to work in progress. We only want this to work for 3 assignment groups. Another factor...

Question
Request Management

Transform Maps

Hi all,I’m running into unexpected coalesce behavior on a Transform Map. I have two coalesce fields: Field X (direct source-to-target) and Field Y (mapped from a column in the uploaded Excel through script). The Transform Map also has “Create new re...

Question

'Request' and 'Requested For' fields are empty for some of the RITM records

Hello AllI am facing issue when a new request is getting created via catalog item the Request and Requested For fields stay empty for the RITM record or request is not created while RITM record is created.I also saw the history of the records, showin...

Question

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I am not sure why script include is not working

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PowerShell script to create an incident using REST...

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Platform Analytics survey visualization

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Connect at events

LOSN: Unlocking the Power of ServiceNow Zurich Release—What's New...

Online 09/15/25

Live on ServiceNow: [APAC] What’s New in the Zurich release for N...

Online 09/17/25

Live on ServiceNow: Office Hours - Digital End-User Experience (E...

Online 09/18/25

Live on ServiceNow: What's New in the Zurich release for Digital ...

Online 09/18/25

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IT Service Management

Hot Topics

Problem Management – What’s new in Yokohama

mattlloyd

ServiceNow ITSM Q2 Store Release: Automate and accelerate IT Services

Charlie Steiner

Unlock Agent Productivity with ITSM AI Agents (Agentic AI)

darius_koohmare

Introducing AI Agents in the Yokohama Release for IT Service Management

Charlie Steiner

Getting Started

Welcome Guide

Welcome Guide

Now Assist Quick Start Guide

Now Assist FAQ

Recommended Trainings

Configuration activities for Service Operations Workspace in ITSM

Incident Management

FAQs

Request Management and Service Catalog

Migration Utility for Service Operations Workspace

Measure and Grow

Measuring Success

Product Docs

Performance and Measurements

Value Measurement

LOSN: Unlocking the Power of ServiceNow Zurich Release—What's New...

Live on ServiceNow: [APAC] What’s New in the Zurich release for N...

Live on ServiceNow: Office Hours - Digital End-User Experience (E...

Live on ServiceNow: What's New in the Zurich release for Digital ...

On Demand Events

Live on ServiceNow: ITSM Webinars

laurachaudhary

Live on ServiceNow: ITSM Webinars

laurachaudhary

2025 ITSM Service Operations Workspace Events

iDigSN

Process Mining Academy

dangrady510

ITSM Recommended Trainings

laurachaudhary

Resources

What's New Blog

Release Notes

Entitlements

Store

How to configure incident management to align with CSDM

Managing Outages within a Service Management Environment

SLA Engine

Resolve incidents quicker and elevate user experiences with the Xanadu release of ITSM

Implementing Service Level Objectives within SOW

Utilizing variable information in notifications

When to use surveys vs. assessments

Understanding tasks table 'closed' states

What is agent assist?

Change Success Score (Gamification)

ServiceNow Skills Management

Related Products

Service Operations Workspace

DevOps Change Velocity

Process Mining

Digital End User Experience

Digital Portfolio Manager

App Development

ServiceNow Impact

Digital Product Release

Now Assist & Generative AI

Platform Analytics

Employee Center

Source to Pay

Featured Boost your teams’ ServiceNow skills and unlock your potential through Now Learning

Featured Forecast the demand for your resources to resolve your ongoing influx of tasks

Featured Unlock Agent Productivity with ITSM AI Agents (Agentic AI)

Featured Implementing Service Level Objectives (SLOs) within SOW: A Customer Use Case

Featured Change Enablement & Federation: Maintaining Change Velocity in Regulated Environments

Resolved! How to generate Access Token from the OAuth Token URL for the Grant type client credentials

LOSN: Unlocking the Power of ServiceNow Zurich Release—What's New...

Live on ServiceNow: [APAC] What’s New in the Zurich release for N...

Live on ServiceNow: Office Hours - Digital End-User Experience (E...

Live on ServiceNow: What's New in the Zurich release for Digital ...