ServiceNow's saved-a-month claim needs a formula
Raleigh's CIO says ServiceNow AI saved a month of time. The number only means something once you know whose month, measured how.
Topic coverage
ITSM
Source-linked reporting and practical patterns organized around a shared enterprise applications question.
Latest reading
Analysis and architecture
Release Radar: the quarter ServiceNow's release notes got longer
A ledger of what you skipped and a five-line summary do more for ServiceNow release review than reading the whole document ever will.
What a ServiceNow catalog entry owes the support desk
A catalog entry for a Power Platform flow should name who gets paged, what to check first, and who can switch it off. The design document stays where it is.
What a blank Service Cloud escalation reason is telling you
A blank escalation reason usually marks a case that skipped its normal owner. Name what the blank means and route it before you make the field required.
Related guides
What your ServiceNow CMDB needs before an agent reads it
An agent assessing change impact trusts every CI and relationship it finds. Fix class ownership and identification rules before it goes live.
The first thirty minutes of a Power Automate incident
When a shared Power Automate flow fails, find the work that stopped, name one lead, and write the ServiceNow record before anyone resubmits a run.