Overview Reporting provides the ability to visualize data so it can be consumed more easily so you can relate that to the business. When considering reporting the level within the organization c...

An IT outage is when computer systems or networks stop working correctly, often due to hardware issues, software glitches, or other unforeseen events. This disruption can lead to downtime, impactin...

Service Operations Workspace is a key element of your Service Operations journey. To guide customers along that journey, we’ve created a one-page recommended implementation sequence for our Servic...

Now Create provides a wealth of resources for Implementers of ServiceNow, developed by the Leading Practices team. The Incident Management Process Workshop has recently been refactored to put Serv...

Introduction Although every organization is different, there are several points of prescriptive guidance when advising customers on configuring categories. Please also refer to the Incident Manage...

Understanding the performance of your business is key to establishing whether your objectives are being realized. Often the starting point for this is the ‘wrong way’ with the available products dr...

Performance measurement and analytics is a key part in ensuring your business is operating effectively and efficiently. There are four simple recommendations to consider :- Measure outcomes from ...

Why is Problem Management important? The goal of zero-incidents to improve the resiliency and efficiency of enterprise IT is one shared by many. This becomes harder to achieve as enterprises adop...

Deflection of customer calls toward self-service, IVR (Interactive Voice Response) and chatbots is a sound investment to improve the efficiency of your IT Service Desk. Customers can quickly self-r...