Out of the box, every ServiceNow user can set up delegation for themselves. Head to your profile, pick a delegate, set the date range, choose which areas to delegate (Approvals, Assignments, All Notifications, Meeting invitations - done. The problem ...

When you build a Service Portal as the front door for end users, routing logic becomes critical. The goal is simple - end users land on the portal, everyone else lands on UI16. In my experience, getting that baseline working is straightforward. Keepi...

Most teams standing up ServiceNow ITSM treat Problem Management as an afterthought. Incident is the priority, change gets attention, and problem gets switched on with the assumption that if your team can work incidents they can work problems. In my e...

ServiceNow ITSM and CSM are designed to serve different audiences. ITSM serves your internal employees, CSM serves your external customers. On the surface, sharing a group across both seems harmless - one team handling two channels. In my experience,...

Email is one of those integrations that looks simple on paper until you're knee-deep in bounced notifications and nobody can figure out where the message died. Email integration is one of the first things stakeholders notice when it breaks and one of...