Why Drive a Cadillac?

Why Drive a Cadillac? Part 1

Posted inArchitecture, Business Strategy, Design, Implementation, ITIL, ITSM, PlatformNo Comments
What do you want out of your Service Management? I had a client recently refer to ServiceNow as a “Cadillac Escalade”, and that they “just needed a Kia”. This is certainly a long way from when I started at ServiceNow in 2010 and the company and the platform was still just emerging from its “gutsy startup” phase. We've now reached the point where ServiceNow has become a “gold standard” in cloud platforms and Service Management, and customers are having to decide if they can afford such a high-end solution. Anyone who has spent time in business realizes that many decisions…
Where, When and Why

The Three Ws of Development

Posted inArchitecture, Configuration, Custom Applications, Customization, Design, PlatformNo Comments
Where, When and Why you should do your development In journalism, there’s the concept of the Five W questions whose answers are fundamental to getting the information needed: Who What When Where Why I want to talk about what I call the “Three Ws of Development” in the ServiceNow realm. These three are: When, Where and Why. We’re going to skip the questions “Who” and “What”. Why? Because “who” is a question for hiring managers, recruiting, and resource vetting. And “what” is (too often) the focus of most if not all training and documentation. Do you need to get the…
Citizenry

A Good Leader Fears the Citizenry

Posted inArchitecture, Custom Applications, Design, Platform, UpgradesNo Comments
“a camel is a horse designed by a committee” - Proverb Over the past few years, there’s been a movement in the business world to espouse the concept of “citizen development”. Gartner defines a citizen developer in this way: A citizen developer is an employee who creates application capabilities for consumption by themselves or others, using tools that are not actively forbidden by IT or business units. A citizen developer is a persona, not a title or targeted role. They report to a business unit or function other than IT. Gartner: Definition of Citizen Developer ServiceNow has espoused this concept…