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Knowledge articles aren't just text. Ours had SharePoint links, intranet portals, Viva Engage pages, external docs — all embedded as raw <a href> tags in the article HTML. When we built the agent, ...
Handling Embedded Hyperlinks in ServiceNow Knowledge Articles with a Custom AI Agent
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This video will walk you through the steps to add related records in Enterprise Modeling and Visualization
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Add Related Records in Enterprise Modeling and Visualization
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Cut through the hype. This ...
AI Essentials Webinar - Demystifying Generative AI
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Lab Objecti...
Now Assist Skill Kit Walkthrough: RMA Auto Approver
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Lab Objecti...
Now Assist Skill Kit Walkthrough: RMA Auto Approver
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Is your AI Agent actually working for you? This session introduces a practical, field-tested framework for measuring AI Agent value using real customer data. Built from 25+ early adopter organizati...
From Go-Live to Value — Measuring AI Agent Impact
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Most organisations have architecture principles. These principles provide guidance for decision-making, support governance processes, and help maintain consistency across projects. However, one pat...
Why Successful Platforms Have Fewer Architecture Principles Than You Think
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Automation is one of the most powerful capabilities available within ServiceNow. Workflow automation, AI, integrations, orchestration, and digital experiences all help organisations improve efficie...
Why Not Every Manual Process Should Be Automated
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Most ServiceNow projects invest considerable effort in understanding business stakeholders, process owners, project sponsors, and end users. While these groups are undoubtedly important, one stakeh...
The Forgotten Stakeholder in Every ServiceNow Project: Support Teams
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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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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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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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