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…
professional woman facing a crossroads with two signs going in either direction that say CODE and NO CODE

To Code or Not to Code (this is the question!)

Posted inConfiguration, Customization, Design, Out of the Box, PlatformNo Comments
‘Tis it nobler to bend to false conventional wisdom or to follow the found truth; ay, there's the rub! Introduction Unless you’re brand new to the ServiceNow ecosystem or have completely ignored all talk and literature about the platform in recent years, you’ve heard the drumbeat of a couple of key messages (that I’ll paraphrase): Low and no code solutions are the future Stay “Out of the Box” as much as possible Out of the gate, the question I’ll pose is: does low code / no code matter? If so, why does it matter? In this article, I’m going to…
Improvement graph

PD (Platform Disfunction) is Treatable

Posted inConfiguration, Customization, Out of the Box, PlatformNo Comments
The things ServiceNow should change or enhance yesterday "Continuous improvement is not about the things you do well — that’s work. Continuous improvement is about removing the things that get in the way of your work. The headaches, the things that slow you down, that’s what continuous improvement is all about." - Bruce Hamilton I’ve written previously about the power of the platform, and my belief in its terrific original design and flexibility. In recent years, in its push to create and sell products, ServiceNow has sacrificed enhancements to the platform which us architects, developers and admins have to work…