Service Portfolio in the Agentic World

A traditional Service Portfolio per ITIL includes all services managed by an organization: those currently live, those in development, and those retired. In the agentic context, however, the portfolio...

Decoding Your Now Assist Readiness Evaluation Scores

 So You’ve Run Your Readiness Evaluation — Now What? If you’ve installed and configured the Now Assist Readiness Evaluation (NARE) in ServiceNow, you’ve already taken the first big step toward deploy...

Configuring the Now Assist Readiness Evaluation: An Implementor's Walkthrough

If you’re working with ServiceNow’s Now Assist platform, the Now Assist Readiness Evaluation is your first stop to gauge how prepared your instance is for Now Assist and agentic AI capabilities. Befor...

Accelerating AI Adoption: The Power of Now Assist Readiness Evaluation App

What Is the Now Assist Readiness Evaluation? The Now Assist Readiness Evaluation is a powerful Store app that does exactly what the name promises. It leverages advanced algorithms and structured asses...

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...