With a customer events fresh from last week, the timing is relevant to share how P1s can be learning opportunities. It’s the dreaded P1 situation with war rooms, hotlines, and heated sentiment across the org. To make matters worse, it was a self-infl...

A common question when evaluating how to execute demands. Do I build or buy? Often, customers only think of the initial investment and what is the path with the least amount of friction. Often, not always, the tactical and technical needs overpowers ...

"Future-proofing," if there is ever such a thing, is about creating scalability rather than predicting every possibility (e.g. build for the general, not exception). A well-architected ServiceNow platform should absorb new capabilities without costly...

A CMDB is valuable only when decisions improve because of it. Start by defining critical services and the CIs required to support incident impact assessment, change risk, and asset lifecycle. Limit scope to high-value layers first (business services,...

ServiceNow holds high-signal operational data—requests, approvals, incidents, changes, assets, identities. Treat it as a first-class data product. Define a shared data model: normalize key entities (user, service, offering, CI, vendor), apply consist...