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The Touchless Enterprise, Part 2: Read the Instance Before You Design the Agent

New article articles in ServiceNow Community · Aug 18, 2026 · article

A pattern tells you what to look for. It does not tell you what to fund. This part is the method we use to close that gap — harvest, filter, score, visualise, strictly in that order — including the six things you can measure on your own instance today with nothing but reports and queries. Plus the two questions that produce wildly different answers on the same data, and why conflating them makes you wrong twice.

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https://www.servicenow.com/community/servicenow-otto-articles/the-touchless-enterprise-part-2-read-the-instance-before-you/ta-p/3588006