Passenger in airport looking at flight information boards

Flight ServiceNow Now Boarding

Posted inArchitecture, Configuration, Design, Out of the Box, PlatformNo Comments
A truly great service management system uses organizational data to automate onboarding, and request history to automate transfers and offboarding. "Standardization does not mean that we all wear the same color and weave of cloth, eat standard sandwiches, or live in standard rooms with standard furnishings. Homes of infinite variety of design are built with a few types of bricks, and with lumber of standard sizes, and with water and heating pipes and fittings of standard dimensions." - W. Edwards Deming “If you don't know history, then you don't know anything. You are a leaf that doesn't know it is…
building where part of the outer wall is removed, exposing the structural framework inside

It’s the Platform, Stupid* (Part 3)

Posted inConfiguration, Customization, PlatformNo Comments
* - A play on the famous James Carville quote about the economy, not implying that ServiceNow folks are stupid It’s been a few years since I wrote Part 1 of this article, going through the history and evolution of the ServiceNow platform, and the morphing of the company strategy from platform to product. Part 2 delved further into the marketing of ServiceNow products and discussed how a good architect should think about implementing customer requirements by looking past the marketing and understanding the decision at a platform level. In this article we’ll get deeper into the fundamental structures of…
graphic of blue faceless people all following a red arrow

Unconventional Wisdom

Posted inConfiguration, Customization, PlatformNo Comments
The genesis of misconceptions, how they spread, and what to do about them Introduction I’ve written two previous articles about ServiceNow as a platform to-date, focusing on the vision of the founders of the company and how that translates to developing in and configuring it. While I focused on good practices and understanding what ServiceNow is at its core, I also touched on some of the misnomers that have spread throughout the ecosystem. As it has rapidly expanded in recent years, it seems these misnomers have become more pervasive and more ingrained. And unfortunately ServiceNow management and marketing don’t seem…