I'm doing R&D for more mailing list & Youtube Channel content. There's a couple things I could really use your feedback and stories on. No need for a survey or anything, please feel free to reply back to this direclty.

The deeper I dig, the bigger the nightmare. Almost every customer I've given architectural guidance to this year has had significant issues understanding what's been done on their system. This results in solutions that don't scale or last (at best) and depleted confidence in upgrades or the platform (at worst). I'm curious what your experiences are, so...

If you're a ServiceNow customer: Have you suffered because a partner / contractor didn't document or provide a hand-off experience? Can you articulate the harm that came from that?

If you're a ServiceNow partner: Can you describe a situation where you provided documentation that had a greater than expected positive outcome?

As you know this is a favorite topic of mine, especially around reporting personas, purposes, and the illusive "one report to rule them all". I'm looking for stories of where reporting isn't a strategic asset, but should be. Processes where leadership or important stakeholders either aren't involved, or significant repeated manual efforts are needed to provide monthly or quarterly reports. I'm looking for stories where data unnecessarily leaves the platform, or where distributing reports (like project status) are difficult.

Again, just reply to this message if you have the time and inclination. I remain yours truly,

Robert "The Duke" Fedoruk