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

One of the key design principles in CSM , whether in a B2B or B2C scenario, is that not every customer inquiry requires a case. Some inquiries are simple and can be resolved without utilizing case ...

I’ve been fortunate to work with ServiceNow customers for the past 11 years. Throughout this period, I’ve seen organisations fall into two camps: – those who use ServiceNow as a tool. – those who...

<P>I will use an imagined situation to demonstrate when and how to use staggered decomposition.</P> <P>&nbsp;</P> <P>Here it is: -</P> <P>&nbsp;</P> <P>I sat with&nbsp;Nadia, a Telecom Product Mana...

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...

Service Operations Workspace provides much simpler and intuitive view than the classical UI. as way to encourage users to adopt Service Operations Workspace in their day to day operation, you can ...

Service Operations Workspace provides much simpler and intuitive view than the classical UI. as way to encourage users to adopt Service Operations Workspace in their day to day operation, you can ...

If your core data has several duplicate entries, such as duplicate locations or departments, you might need to adopt IRE. Let's take a look at a typical issue: 'Duplicate Locations.' A typical is...

I’ve been using GlideRecord for the past nine years. The time has come to move on from GlideRecord and experiment with GlideQuery. This post will show you how to run a query using GlideQuery. Let ...

As part of the GRC implementation, organization ABC implements a bunch of control. All of them obviously need to be continuously monitored. The team uses indicators to constantly monitor all of the...

We can learn so many things from software development and architecture principles. In software development, writing clean code is crucial; if you are a software developer, you would 100% appreciate...

A few days ago I saw a question on the ServiceNow community about how inheritance works in a script include so I thought to write a short article about that. In Script include we can write a funct...

ServiceNow introduces Export Events \[isc\_export\_event\]table. The table stores export transactions that are performed by any user. The table gives information about what data is being exported, ...

In this article, we continue exploring ServiceNow platform Security. have a look at part one if you missed it. Every organization wants to ensure that their data is inaccessible for unauthorized u...

In some scenarios, we want to be able to generate on-demand assessments, that can be Service Portal or UI Action or Business rule ServiceNow AssessmentCreation API provides a way to generate asses...

ServiceNow Antivirus Scanning ServiceNow has built-in antivirus scanner that scans attachment table for viruses and other harmful items. Antivirus scanning moves the file to quarantine and marks t...

Bulk Case creation scheduled job was completely disabled in Rome and has been replaced by Create bulk HR cases script action which is triggered by sn\_hr\_core.process\_bulk\_case\_request event. T...