Use Case for Granular Delegation

Introduction A customer had a critical, finance related request type that needs fast approval (a couple of hours max.) and is subject to audit. If they cannot contact the approver in time, they need t...

Platform Academy 9/25 | What's new in Zurich - Upgrades and ATF

A Centralized, Guided Upgrade Process Zurich enhances Guided Upgrade, a new feature in Yokohama that provides a step-by-step console to manage your entire upgrade journey. This new experience centrali...

Increase resolution notes quality with custom Now Assist Skills in Playbooks

Playbooks are one of my favorite features of the ServiceNow AI Platform. And with the Zurich release, AI is now part of Playbooks in two ways. The first is Agentic Playbooks, where AI Agents can be in<!-- --><!-- --><!-- --><!-- -->...

Deciding Between Direct Integrations/Plugins and the Enterprise Bus in ServiceNow

One of the questions or trivia that comes up in almost every ServiceNow implemenration is:“Should we build this integration directly in ServiceNow or pass it through the enterprise integration layer?”...

Platform Academy 9/23 | What's new in Zurich - Agent Experiences

Redefining Agent Productivity: ServiceNow's Next-Gen Tools in Zurich The Zurich release is here, and with it comes a wave of features designed to improve the agent experience in ServiceNow. In our lat...

Join Our ServiceNow Knowledge Graph Research Study!

Are you passionate about shaping the future of ServiceNow’s Knowledge Graph tool? We’re conducting a research study to understand how customers set up or manage Knowledge Graph and to evaluate new des...

Connecting to Fivetran - Things to watch out for

Fivetran offers a pre-built connector into ServiceNow to grab data and send it out to other systems like Snowflake. From a recent setup, we wound up doing a bit of back and forth to get everything ali...

Should I Customize ServiceNow to solve my Business Problem? A real example

This is a question asked almost all the time, and if you're reading this article, it's likely your situation, too. While quick answers might be: No, we shouldn't add technical debt to our platform Yes...

🚀 Help Shape the Future of AI Engagement at ServiceNow

Are you responsible for monitoring ServiceNow’s Now Assist in Virtual Agent’s (NAVA) success and value? We want to hear from you! We’re conducting a research study to better understand how customers l...

Platform Academy: 08/14/2025 Confidence in Rapid Prototyping Agile Workspace Development Testing

If you've ever hesitated to migrate to Next Experience workspaces because of testing complexity or performance concerns, you're not alone. Our latest Platform Academy data reveals a perfect 50/50 spli...

Ask the Experts: UI Builder

Building a Custom Stopwatch in UI Builder — Live from Platform Academy  In this special Platform Academy “Ask the Expert” edition, we go hands-on with the brand-new Component Builder in UI Builder, p...

Platform Academy: Unlocking the Power of Controller Building in UI Builder

This week’s Platform Academy session brought an exciting deep dive into one of the most powerful tools for building modern, scalable experiences on ServiceNow: controller building in UI Builder. Led b...

Crafting Clarity: Customizing Now Assist Analytics

 Mastering Now Assist Analytics: The Admin’s Guide to Unlocking AI Insights in ServiceNow As ServiceNow continues to expand its AI footprint, understanding how your organization uses those capabiliti...

Ambiguous query detection

Are you fluent in GlideQuery or are you rather a stanch adherent of the classical GlideRecord like me? As I touched GlideQuery for the first time, I found out something interesting about how it treats...