I’m a big fan of Gregor Hohpe’s work. I recently read his book _Platform Strategy_, which explores a strategic and systems-thinking approach to building and scaling digital platforms. One of the c...

If you’re working in the Technology, Media, and Telecommunications (TMT) space, you’ll notice that many organizations outsource portions of their case management operations—whether by region, by ac...

In CSM, Modelling sold product, install base items, product models, and integrating them into CMDB may be a complicated activity, so what I’m trying to accomplish here is to reflect on how to do it...

I've been dealing with a lot of third-party integration that demands ServiceNow to be ready to accept webhooks whenever an event occurs. The objective of this article is to highlight a few inbound ...

a simpler, smarter way to integrate third-party systems with ServiceNow using webhooks. In this article, I explore basic design for webhook integration