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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 experiences. While these conversations are important, they ofte...
Artificial intelligence is rapidly becoming a core component of enterprise technology strategies. Within ServiceNow, capabilities such as Now Assist, AI Agents, intelligent sear...
When people think about architecture, they often imagine solution diagrams, technical decisions, integration patterns, and design reviews. While these activities are certainly i...
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 ...
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...
Architecture discussions often focus on technical skills. We talk about integrations, scalability, security, performance, and governance. However, one of the most important arch...
When integration challenges arise during a ServiceNow implementation, the immediate assumption is often that the technology is the problem. Teams discuss APIs, authentication me...
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 ...
In architecture workshops, there is one phrase that consistently signals hidden complexity: "We've always done it this way." This statement often appears durin...
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 stakeh...
![Market_Man_A_view_of_turntables_in_the_Las_Vegas_Sphere_from__25e2ffc7-6ffc-49d2-98c8-2baa89bcbbff_3.png](https://www.servicenow.com/community/image/serverpage/image-...
![Jami Tucker, Data Foundations Outbound Product Manager](https://www.servicenow.com/community/image/serverpage/image-id/525240i6D985BA9AD82427C/image-size/small?v=v2&px=200 "Mi...
![Gian Mario DeLuigi, Outbound Product Manager](https://www.servicenow.com/community/image/serverpage/image-id/525234i934255B4C34DBF87/image-size/small?v=v2&px=200 "MichaelHanse...
![Victoria Lo, ITOM Outbound Product Manager](https://www.servicenow.com/community/image/serverpage/image-id/525227iD03B18736347DF51/image-size/small?v=v2&px=200 "MichaelHansen\...
![Derek Kitzleman, ITOM Outbound Product Manager](https://www.servicenow.com/community/image/serverpage/image-id/525136i3440CCD25D383640/image-size/small?v=v2&px=200 "MichaelHan...
Voice AI sounds simple until you try to deploy it at scale — across airports, accents, languages, and thousands of employees at once. In this episode of ServiceNow Insights, hos...
Overflowing call queues? AI Voice Agents deliver intelligent Tier Zero self-service across IT, HR, Customer Service and more—resolving issues before they reach a live agent. In ...
Discovery is only as good as its access. ServiceNow Discovery and Service Mapping have to authenticate to thousands of target servers, network gear, databases, and cloud account...
Your AI Has Been Busy. Now Assist Center Monitoring Can Prove It. Overview In this Academy, we walk through the solution for this scenario: you know your AI is working. But ...
Dominando o Pilar de Compliance — Certifica çã o e Auditoria Automatizada de Dados 📌 Este é o terceiro artigo da nossa série exclusiva sobre a engenharia de dados d...
The average enterprise IT team handles thousands of alerts a day — most of them noise. Here's how AI-powered ServiceNow ITOM cuts through it.
📌 _Este é o segundo artigo da nossa série exclusiva sobre a engenharia de dados do CMDB Health Dashboard. Se você perdeu o primeiro texto, onde exploramos a arquitetura do paine...
Learn how to seamlessly integrate external applications with ServiceNow using REST APIs. In this session, we’ll cover the fundamentals of REST integration, authentication method...
Welcome to the July 2026 edition of the ITOM Academy! In this session, you will learn how to master each of the key use cases that ITOM LEAP offers as of its July 2026 release. ...
AI is delivering most value when built with purpose and dimension properly. Sometimes, either classic or agentic AI can achieve the same outcomes. AI also shines best when ...
