I help organizations reduce manual work and improve operations using ServiceNow, AI, and process design: identifying bottlenecks, automating repetitive work, and applying AI where it creates measurable business value.https://lukaszszumilas.com/https://lukaszszumilas.com/blog/claude-and-servicenow/https://lukaszszumilas.com/blog/claude-and-servicenow/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.Sat, 30 May 2026 00:00:00 GMThttps://lukaszszumilas.com/blog/mcp-vs-diy-servicenow-ai-integrations/https://lukaszszumilas.com/blog/mcp-vs-diy-servicenow-ai-integrations/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.Tue, 26 May 2026 00:00:00 GMThttps://lukaszszumilas.com/blog/ai-governance-in-servicenow/https://lukaszszumilas.com/blog/ai-governance-in-servicenow/Before AI touches production ServiceNow, your security team wants answers to a few questions. Here's the governance that gets them to yes.Sat, 23 May 2026 00:00:00 GMThttps://lukaszszumilas.com/blog/ai-agents-in-servicenow/https://lukaszszumilas.com/blog/ai-agents-in-servicenow/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.Tue, 19 May 2026 00:00:00 GMThttps://lukaszszumilas.com/blog/does-the-ai-have-my-servicenow-password/https://lukaszszumilas.com/blog/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.Tue, 12 May 2026 00:00:00 GMThttps://lukaszszumilas.com/blog/servicenow-api-a-restaurant-analogy/https://lukaszszumilas.com/blog/servicenow-api-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.Sun, 17 Dec 2023 00:00:00 GMThttps://lukaszszumilas.com/blog/servicenow-csdm-vs-cmdb-a-city-analogy/https://lukaszszumilas.com/blog/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.Sun, 03 Dec 2023 00:00:00 GMThttps://lukaszszumilas.com/blog/servicenow-scoped-application-vs-global-application-a-shopping-mall-analogy/https://lukaszszumilas.com/blog/servicenow-scoped-application-vs-global-application-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.Sun, 12 Nov 2023 00:00:00 GMThttps://lukaszszumilas.com/blog/5-mistakes-i-did-as-developer-in-servicenow-avoid-them/https://lukaszszumilas.com/blog/5-mistakes-i-did-as-developer-in-servicenow-avoid-them/Five things I got wrong in my first two years on ServiceNow, and how to skip the lessons I learned the hard way.Sat, 11 Nov 2023 00:00:00 GMThttps://lukaszszumilas.com/blog/how-to-turn-on-ecmascript-2021-in-servicenow/https://lukaszszumilas.com/blog/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.Sat, 11 Nov 2023 00:00:00 GMThttps://lukaszszumilas.com/blog/keep-your-prod-test-dev-instances-aligned/https://lukaszszumilas.com/blog/keep-your-prod-test-dev-instances-aligned/Drift between instances is where deploys break. Here is why keeping Prod, Test, and Dev in sync saves you painful debugging.Sat, 11 Nov 2023 00:00:00 GMThttps://lukaszszumilas.com/blog/servicenow-reference-lists-dont-make-this-mistake/https://lukaszszumilas.com/blog/servicenow-reference-lists-dont-make-this-mistake/A small change to a reference qualifier can change what every user sees. Here is the reference-list mistake worth avoiding.Mon, 30 Oct 2023 00:00:00 GMThttps://lukaszszumilas.com/blog/1-crucial-trait-every-great-servicenow-developer-must-have/https://lukaszszumilas.com/blog/1-crucial-trait-every-great-servicenow-developer-must-have/What separates good ServiceNow developers from great ones is how much responsibility they are willing to take.Thu, 26 Oct 2023 00:00:00 GMThttps://lukaszszumilas.com/blog/how-to-crush-your-interview/https://lukaszszumilas.com/blog/how-to-crush-your-interview/The interview is where your CV meets pressure. Here is how I prepare so the spotlight works for me instead of against me.Tue, 24 Oct 2023 00:00:00 GMThttps://lukaszszumilas.com/blog/glideaggregate-vs-gliderecord-how-to-leverage-both-for-better-performance/https://lukaszszumilas.com/blog/glideaggregate-vs-gliderecord-how-to-leverage-both-for-better-performance/When to reach for GlideAggregate instead of GlideRecord, and why it matters for performance (and interviews).Sun, 22 Oct 2023 00:00:00 GMThttps://lukaszszumilas.com/blog/maximizing-efficiency-in-servicenow-get-vs-next/https://lukaszszumilas.com/blog/maximizing-efficiency-in-servicenow-get-vs-next/Why .get() is the efficient way to pull a single GlideRecord, and what .next() costs you when you use it for that job.Sun, 22 Oct 2023 00:00:00 GMThttps://lukaszszumilas.com/blog/servicenow-itsm/https://lukaszszumilas.com/blog/servicenow-itsm/ITSM as a hospital, where intake and triage map onto how ServiceNow handles IT services. Here is the walkthrough.Sun, 22 Oct 2023 00:00:00 GMThttps://lukaszszumilas.com/blog/unleashing-the-power-of-servicenows-dynamic-filters/https://lukaszszumilas.com/blog/unleashing-the-power-of-servicenows-dynamic-filters/Dynamic filters make reference fields and reports far more flexible. Here is how they work and where they earn their keep.Sun, 22 Oct 2023 00:00:00 GMThttps://lukaszszumilas.com/blog/10-must-know-tips-for-better-scripting-in-servicenow-2/https://lukaszszumilas.com/blog/10-must-know-tips-for-better-scripting-in-servicenow-2/Ten scripting habits that make your ServiceNow code easier to read and quicker to debug.Sat, 21 Oct 2023 00:00:00 GMThttps://lukaszszumilas.com/blog/servicenow-itom-simply-explained/https://lukaszszumilas.com/blog/servicenow-itom-simply-explained/ITOM is the brain of a city that keeps services and networks running. Here is ITOM in plain terms.Sat, 21 Oct 2023 00:00:00 GMThttps://lukaszszumilas.com/blog/3-tips-for-a-smooth-servicenow-instance-upgrade/https://lukaszszumilas.com/blog/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.Wed, 11 Oct 2023 00:00:00 GMThttps://lukaszszumilas.com/blog/servicenow-service-portal-introduction-for-beginner/https://lukaszszumilas.com/blog/servicenow-service-portal-introduction-for-beginner/What the Service Portal is and how to start building your own. A plain guide for people new to it.Wed, 11 Oct 2023 00:00:00 GMThttps://lukaszszumilas.com/blog/unlocking-the-benefits-of-servicenow/https://lukaszszumilas.com/blog/unlocking-the-benefits-of-servicenow/Past the buzzwords: what ServiceNow is really for, and where it earns its place in an organization.Wed, 11 Oct 2023 00:00:00 GMThttps://lukaszszumilas.com/blog/what-are-the-best-ways-to-name-a-variable-in-servicenow/https://lukaszszumilas.com/blog/what-are-the-best-ways-to-name-a-variable-in-servicenow/Is naming a GlideRecord 'gr' a real problem? How I think about variable names, and why moving code into functions pays off.Wed, 11 Oct 2023 00:00:00 GMThttps://lukaszszumilas.com/blog/itsm-incident-problem-change/https://lukaszszumilas.com/blog/itsm-incident-problem-change/Incident, Problem, and Change are the backbone of ITSM. Here is what each one does, explained without the jargon.Tue, 10 Oct 2023 00:00:00 GMThttps://lukaszszumilas.com/blog/every-servicenow-developer-should-know-this-optimize-your-querries/https://lukaszszumilas.com/blog/every-servicenow-developer-should-know-this-optimize-your-querries/Why 'is one of' usually beats 'is not' when a field has several values, and how that one change speeds up your queries.Mon, 09 Oct 2023 00:00:00 GMThttps://lukaszszumilas.com/blog/8-quick-servicenow-tips-for-every-administrator/https://lukaszszumilas.com/blog/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.Sun, 08 Oct 2023 00:00:00 GMT