ServiceNow + AI use cases
Where AI actually earns its place on the platform — incident triage, knowledge, AIOps and more.
Writing
Insights
ServiceNow scripting and architecture, governed AI on the platform, and practical
operational improvement.
Rapid ROI from AI agents
Getting value fast: agents that take repetitive work off your team without losing control.
Governed AI
AI that passes a security review — MCP, scopes, GDPR and the EU AI Act.
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Claude and ServiceNow: a practical look
ServiceNow made Claude a default model and shipped a supported MCP server. Here's what that combination unlocks, and where it still needs your governance.
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MCP vs Traditional Integrations on ServiceNow
Two ways to connect AI to ServiceNow: traditional hand-built integrations, or the Model Context Protocol. When each one wins, and why I default to MCP now.
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AI Governance on ServiceNow, in plain terms
Before AI touches production ServiceNow, your security team wants answers to a few questions. Here's the governance that gets them to yes.
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AI Agents in ServiceNow: what they actually do
ServiceNow's AI Agents can work a ticket on their own, not just answer questions about it. Here's what that means in practice, and the one decision that makes them safe to turn on.
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Does the AI have my ServiceNow password?
The first question every security team asks when you connect an AI assistant to ServiceNow. The honest answer, and how OAuth and MCP keep the password out of it.
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ServiceNow APIs: A Restaurant Analogy
APIs explained with a restaurant. You tell the waiter what you want, the kitchen makes it, you get the dish. Here's how that maps to ServiceNow.
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ServiceNow CSDM vs CMDB: A City Analogy
The CMDB is the buildings. CSDM is the city plan that decides where they go. Here is the difference, explained with a city.
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Scoped vs Global Apps: A Shopping Mall Analogy
Scoped apps are the stores. Global is the mall's security office. Here is when each one is the right call in ServiceNow.
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5 Mistakes I Made as a ServiceNow Developer
Five things I got wrong in my first two years on ServiceNow, and how to skip the lessons I learned the hard way.
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How to Turn On ECMAScript 2021 in ServiceNow
ECMAScript 2021 brings modern JavaScript to the platform. Here are the exact steps to switch a scoped app over to it.
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Keep Your Prod, Test, and Dev Instances Aligned
Drift between instances is where deploys break. Here is why keeping Prod, Test, and Dev in sync saves you painful debugging.
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ServiceNow Reference Lists: Don't Make This Mistake
A small change to a reference qualifier can change what every user sees. Here is the reference-list mistake worth avoiding.
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The One Trait Every Great ServiceNow Developer Needs
What separates good ServiceNow developers from great ones is how much responsibility they are willing to take.
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How to Crush Your ServiceNow Interview
The interview is where your CV meets pressure. Here is how I prepare so the spotlight works for me instead of against me.
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GlideAggregate vs GlideRecord: Faster Queries
When to reach for GlideAggregate instead of GlideRecord, and why it matters for performance (and interviews).
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ServiceNow .get() vs .next(): Querying a Single Record
Why .get() is the efficient way to pull a single GlideRecord, and what .next() costs you when you use it for that job.
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ServiceNow ITSM, Explained Like a Hospital
ITSM as a hospital, where intake and triage map onto how ServiceNow handles IT services. Here is the walkthrough.
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ServiceNow Dynamic Filters, Explained
Dynamic filters make reference fields and reports far more flexible. Here is how they work and where they earn their keep.
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10 Must-Know Tips for Better ServiceNow Scripting
Ten scripting habits that make your ServiceNow code easier to read and quicker to debug.
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ServiceNow ITOM, Explained Like a City
ITOM is the brain of a city that keeps services and networks running. Here is ITOM in plain terms.
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3 Tips for a Smooth ServiceNow Instance Upgrade
Upgrades go wrong when you skip the boring steps. Three things I do to keep a ServiceNow upgrade calm and predictable.
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ServiceNow Service Portal: A Beginner's Guide
What the Service Portal is and how to start building your own. A plain guide for people new to it.
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What ServiceNow Actually Does for a Business
Past the buzzwords: what ServiceNow is really for, and where it earns its place in an organization.
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Naming Variables in ServiceNow: Is 'var gr' Dangerous?
Is naming a GlideRecord 'gr' a real problem? How I think about variable names, and why moving code into functions pays off.
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ITSM: Incident, Problem, and Change, Without the Jargon
Incident, Problem, and Change are the backbone of ITSM. Here is what each one does, explained without the jargon.
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Optimize Your ServiceNow Queries
Why 'is one of' usually beats 'is not' when a field has several values, and how that one change speeds up your queries.
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8 Quick ServiceNow Tips for Every Administrator
Eight small habits that speed up everyday admin work in ServiceNow, from faster incident resolution to cleaner config.