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…
Service Requests

Not All Requests for Service are Service Requests

Posted inBusiness Strategy, ITSM, PlatformNo Comments
This is a topic as old as the ServiceNow platform. Since the initial applications built on ServiceNow were ITSM, from the ITIL framework, Service Request has been a point of interest for years. The generally accepted ITIL definition of a Service Request is “request from a user or a user’s authorized representative that initiates a service action which has been agreed as a normal part of service delivery”. (This differentiates from Incident, in that it doesn’t involve a restoration of Service.) The key part of this is “agreed as a normal part of service delivery”. Companies often struggle with what…