Know a student who's ready to do more than just attend class?   The ServiceNow University Campus Leaders program is now accepting applications for 2026-27. Campus Leaders are students at our Academic Partner institutions who help their peers access free ServiceNow courses and certifications — while building their own skills and leadership experience along the way. If you work with, mentor, or know a student at one of our partner schools in the US, Canada, or Mexico, send this their way. The program is a great on-ramp for students who want real-world tech experience before they graduate.   Applications are open now. Students can check if their school is a partner and apply here: https://servicenow.swoogo.com/campusleaders   ServiceNow Academic Partnerships is investing in our higher education customers and the workforce of the future through curriculum, continuing education, and student programming. Your student IT employees can also expand their skills and get certified for free as part of our program. Reach out to academicpartnerships@servicenow.com for more info.  ... View more

Skilling the next generation of ServiceNow Application Developers! ... View more

You are invited to attend the upcoming 5th annual virtual Holiday SNUG event on Tuesday, December 16 th !    Join me and developer evangelist extraordinaire Lauren McManamon hear from amazing customer presenters and be entertained by an AMAZING mentalist -magician you don’t want to miss! Share your reactions and chat with ServiceNow customers, developers, and partners from across the globe.   Forward the registration to friends and collogues- ALL ARE WELCOME. This is the biggest SNUG of the year- you won’t want to miss it.   REGISTER TODAY  *You must register in advance to receive Zoom login information   Agenda 8:00 am - 9:30 am PT Platform AI Workshop   9:00 am - 9:15 am PT Break   9:15 am - 10:00 am PT Welcome – Tracy O’Brien and Lauren McManamon   10:00 am - 10:30 am PT Now Assist Virtual Agent Adoption & Integrations Ken Bristol, Bristol Meyers Squibb   10:30 am - 11:00 am PT How herding cats helped consolidation efforts at AFRL Tauf Chowdhury, AFRL (Airforce Research Laboratory)   11:00 am - 11:30 am PT Identity and Access Management into ServiceNow Christopher Smith, UNC Health   11:30 am PT - 12:00pm PT KeyBank’s journey with ServiceNow and custom app development with App Engine Adam Stockton, Robert Parry, Seth Nauman-Shamatta, KeyBank   12:00 pm PT - 12:30pm PT Mentalist and Magician Performance Gary Ferrar    12:30 pm PT Closing Remarks     Registered attendees will be provided a link to attend prior to the event with Zoom login credentials. You might be asked to login and/or register for Zoom to enter the virtual meeting.        REGISTER TODAY   * The virtual event will be delivered via Zoom Webinar. Use these links to access information about Zoom Webinar Language and Accessibility features.    Tracy O'Brien SNUG Program ... View more

Hey everyone!    I've been bouncing around for the last couple of months, trying to figure out how best to fit ServiceNow to our particular institution's needs. Sadly, I got here too late to see the workshops and presentations that have been put on in the past... so I figure an open conversation should work as well.   My main questions are: - As a College or University, how do you break down your "Customers?" For instance - we have the student body, faculty, staff, prospective students, library patrons, decentralized/college based IT shops, people who attend football games, conferences, and so on. How do you properly represent all of these audiences and views?  - Related to the above: The CSDMv5 cays "Business Services" are orderable by business users, while "Technology Management Services" underpin the business services and are published to service owners. How do you split up your various applications and services into those two categories, especially when a given individual can fit into multiple roles and audiences in the University?    So a bit more of a deep dive to explain the questions and what I'm getting at:   We have recently implemented ServiceNow ITSM in order to replace our older ITSM software. We have around 12 IT shops on campus - one that focuses on the administrative side of the house (including managing ERPs, networking services, and datacenter/provisioning services), one that focuses on the student affairs side of the house, and then a myriad of college-specific IT shops with a few people in them. This also includes our library, as well as two "Lab schools" we maintain which are actually K-12 schools.    For the most part, we moved over our existing CMDB into the new system, trying our best to link up the existing application instances and CIs as much as we could. However, we never really had the concept of University-wide (or even departmental) services locked down.    My research says that while this works, it is not the way ServiceNow is designed. ServiceNow assumes you'll pin the logical/discovered application instances and CIs up to the services and service offerings, mapped out per the CSDMv5. So with a "blank slate" so to speak, I've been trying to figure out how to make this map so that we can then tie groups and ownership to various elements.   As I'm learning more about Enterprise Architecture, I'm also discovering the higher portfolio management elements - such as business capabilities and the like. I'm trying to "describe" what we do, and what would be considered our products and so on.    To that end, I'm trying to anchor to standard models out there. The first one I was looking at was the "Technology Business Management" taxonomy v5.0.1 . This got referenced a couple times in ServiceNow as a good model to use, as it places things into financial perspectives - an important thing for Universities to track! However, the ServiceNow to TBM mapping/integration document looks a little out of date. It also only provides a few examples of service offerings, and no clarification on if things are considered business or technology management services.  There is an area over there to look into Higher Education uses and possibly extending the TBM model, but it seems to have stalled with no real updates I can see in the last few years.   The other big model I'm referencing is the Educause Higher Education IT Service Catalog . This document is a bit older, having been published in 2019. It also goes down the route of categories, then services, then offerings. However, it breaks down in that it doesn't do the ServiceNow split into Technology Management and Business Services. Still, it is likely a better overall reference, because it has specific needs that Universities face, which your typical business wouldn't. It's less broken down than the TBM taxonomy, which may be simpler for others to understand.    At the end of the day, I'm trying to follow the CMDB implementation strategy ServiceNow provides, following Crawl/Walk/Run/Fly staging. That means identifying our most important business applications (easy enough), then technical management services/offerings (harder), and finally for my purposes, our business services/offerings. I just want to demonstrate that this is the right way to go, so I can get buy-in for others to help map this out. But if I could come to my higher ups with concrete examples of how other Universities have adopted the CSDM and service portfolio management to their institutions, then it would go a LONG way.    (And I'm more than willing to help put in the work to develop that if no one's really approached it yet.) ... View more