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Many architecture discussions celebrate complexity. Large solution diagrams, intricate integrations, and sophisticated technical patterns can create the impression of architectural excellence. Howe...
Why Enterprise Architects Should Be Measured on Simplicity
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Many organisations invest significant time preparing for requirements workshops. Meeting invitations are sent, stakeholders are identified, and agendas are prepared. Yet despite all this preparatio...
Why Requirements Workshops Fail Before They Even Start
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Architects spend a significant amount of time thinking about how solutions will be implemented, scaled, and supported. However, one topic receives surprisingly little attention: how solutions will ...
Why Every Platform Team Needs an Exit Strategy
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One of the biggest shifts in my thinking over the years has been moving away from designing solutions around individual applications and instead focusing on business capabilities.
Early in...
Why Successful ServiceNow Architects Think in Capabilities, Not Applications
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When organisations evaluate ServiceNow, discussions typically focus on features. Stakeholders compare workflow capabilities, automation options, AI investments, integration frameworks, and user exp...
ServiceNow Success Is More About Operating Models Than Features
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Artificial intelligence is rapidly becoming a core component of enterprise technology strategies. Within ServiceNow, capabilities such as Now Assist, AI Agents, intelligent search, and automated co...
Why AI Will Not Fix Poor Service Management Processes
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Having worked across ServiceNow roles including developer, technical lead, architect, Certified Master Architect (CMA), and Certified Technical Architect (CTA), I have had the opportunity to observ...
What a Decade of ServiceNow Delivery Has Taught Me
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When people think about architecture, they often imagine solution diagrams, technical decisions, integration patterns, and design reviews. While these activities are certainly important, one of the...
Why Good Architects Spend More Time Listening Than Designing
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ServiceNow provides significant flexibility, which is one of the reasons it has become such a successful enterprise platform. However, that same flexibility can create problems when organisations b...
The Cost of Treating ServiceNow Like a Development Framework
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When organisations discuss user experience, the conversation often focuses on visual design, branding, portal layouts, and interface improvements. Architecture, on the other hand, is frequently ass...
Why User Experience Should Be an Architecture Concern
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19 days
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One of the most common misconceptions in digital transformation is the belief that technology is the hardest part of the journey. After working across ServiceNow implementations as a developer, tec...
Why Process Standardisation Is Harder Than Technology Transformation
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Shared configuration tables often appear to be a sensible design decision. They reduce duplication, centralise data management, and simplify administration amongst various actual and perceived bene...
The Hidden Risks of Shared Configuration Tables
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19 days
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Architecture discussions often focus on technical skills. We talk about integrations, scalability, security, performance, and governance. However, one of the most important architecture skills rare...
The Architecture Skill No One Talks About: Saying No
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A common request during ServiceNow engagements is to improve reporting. Stakeholders often believe new dashboards, additional KPIs, or enhanced Performance Analytics will solve visibility challenge...
Why Reporting Problems Are Usually Data Problems
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Many organisations begin their ServiceNow journey with a project mindset. They have a business problem, a delivery timeline, and a defined set of requirements. The objective is simple: deliver a so...
The Difference Between Building a Solution and Building a Platform
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When integration challenges arise during a ServiceNow implementation, the immediate assumption is often that the technology is the problem. Teams discuss APIs, authentication mechanisms, middleware...
Why Integration Complexity Is Rarely About Technology
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Many organisations treat upgrade readiness as a project that begins a few weeks before an upgrade. In my experience, upgrade readiness starts the day the first customisation is deployed on the inst...
Why Upgrade Readiness Starts on Day One
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In architecture workshops, there is one phrase that consistently signals hidden complexity:
"We've always done it this way."
This statement often appears during process reviews, i...
The Most Dangerous Words in ServiceNow: "We've Always Done It This Way"
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One of the biggest lessons I've learned over a decade of working with ServiceNow is that requirements are often wrong, incomplete, or interpreted differently by different stakeholders.
When I star...
Why Every Architect Eventually Learns That Requirements Are Wrong
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![Jami Tucker, Data Foundations Outbound Product Manager](https://www.servicenow.com/community/image/serverpage/image-id/525240i6D985BA9AD82427C/image-size/small?v=v2&px=200 "MichaelHansen\_0-17855...
157 Sources, 1 Truth: What's New in the CMDB in the Second Quarter of 2026
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![Gian Mario DeLuigi, Outbound Product Manager](https://www.servicenow.com/community/image/serverpage/image-id/525234i934255B4C34DBF87/image-size/small?v=v2&px=200 "MichaelHansen\_0-1785512066364.p...
Still solving the same issues twice? Stop it. Q2 updates to LEAP close the IT automation gap
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GMD
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![Victoria Lo, ITOM Outbound Product Manager](https://www.servicenow.com/community/image/serverpage/image-id/525227iD03B18736347DF51/image-size/small?v=v2&px=200 "MichaelHansen\_0-1785509243593.png...
From Spectacle to Standard: AIOps and Observability through July (Q2)
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19 days
VL
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![Derek Kitzleman, ITOM Outbound Product Manager](https://www.servicenow.com/community/image/serverpage/image-id/525136i3440CCD25D383640/image-size/small?v=v2&px=200 "MichaelHansen\_0-1785435773029...
Stop guessing your way around your IT Infrastructure: ServiceNow's Q2 Release for ITOM Visibility
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Earl's back but it's still Travis' show. DEAL WITH IT EARL Part 1 was... a learning experience. 🍿 After a minor fight with AI-generated code, a ZBooted instance, and pivoting on the fly from Subflo...
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Live Coding w/ Travis+Earl: Building an MCP Server on ServiceNow (part 2)
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