When exposing data externally to customers, the risk of security breaches and data leakage increases, especially on a platform that houses both internal and customer data. ServiceNow operates as a ...

As ServiceNow has evolved over the last 20 years, many customers have built custom solutions on the platform before dedicated products existed. One common scenario is organizations using ITSM to su...


The competition in the CRM market just got a lot more interesting. If I were Benioff, I’d be rethinking Salesforce’s two-decade dominance. At ServiceNow’s SKO last week, they made waves with a bol...

For the last six years, I’ve had the privilege of implementing Customer Service Management (CSM) for over 20 customers. Each project has brought its own unique challenges, but some lessons have con...