old fashioned type writer next to a laptop on a wooden table

PD (Platform Disfunction) is Treatable – ServiceNow Edition

Posted inDesign, Out of the Box, PlatformNo Comments
A broader view of how ServiceNow’s changing priorities are seen in the platform, and what can be done about it. Introduction Today’s article is a little different than most I write. My thoughts today are around business strategy and how they relate to how ServiceNow conducts business, rather than specific design consideration, or technical implementations. I wrote previously about some of the little things ServiceNow should do to improve the platform for customers and admins alike, and I also covered how ServiceNow started as a platform and then reacted to market forces to get into the IT Service Management space.…
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…