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Ahmed Drar
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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...
Shape Your ServiceNow Platform for Quality and Success
ServiceNow – I'm Ahmed
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10 months
ahmeddrar.me
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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...
Overcoming the Complexity of CSM Case Outsourcing
New article articles in ServiceNow Community
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11 months
www.servicenow.com
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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...
Aligning Sold Products and Install Base Items with CMDB
ServiceNow – I'm Ahmed
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11 months
ahmeddrar.me
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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 ...
Simple design for Webhook inbound integration
New article articles in ServiceNow Community
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11 months
www.servicenow.com
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a simpler, smarter way to integrate third-party systems with ServiceNow using webhooks. In this article, I explore basic design for webhook integration
A Simple Design for Webhook Integration
New article articles in ServiceNow Community
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11 months
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Are you looking for small but impactful thing you can do to encourage your customer service agents to use the CSM Configurable Workspace?
One simple solution is to create a UI action that lets ag...
Encouraging CS Agents to Embrace CSM Workspace
New article articles in ServiceNow Community
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12 months
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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 ...
Consistent experience across omnichannel with interactions -Yokohama release
New article articles in ServiceNow Community
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about 1 year
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<P>I will use an imagined situation to demonstrate when and how to use staggered decomposition.</P>
<P> </P>
<P>Here it is: -</P>
<P> </P>
<P>I sat with Nadia, a Telecom Product Mana...
Understanding when to use staggered decomposition
New article articles in ServiceNow Community
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over 1 year
www.servicenow.com
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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...
Aligning Sold Products and Install Base Items with CMDB
Import
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almost 2 years
www.servicenow.com
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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 ...
Switch an incident from classical UI to Service Operations Workspace in one click
ServiceNow – I'm Ahmed
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over 2 years
ahmeddrar.me
cache
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 ...
Switch an incident from classical UI to Service Operations Workspace in one click
Import
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over 2 years
www.servicenow.com
cache