Insights
Practical guidance, not fluff
Short, practical reads for teams who need to ship outcomes—not theory. Real stories, playbooks, and patterns from ServiceNow, Snowflake, and AI work in the wild: what worked, what didn’t, and how to go faster with less risk.
Now Assist for Creators: Building Smarter not Harder – AI
Now Assist for Creators | Building Smarter Not Harder By: Antonio G. Now Assist is ServiceNow's new AI layer and it arms creators with more tools than a Swiss Army Knife. These tools are embedded throughout the platform in every nook and cranny to aid admins,...
Conversational AI in ServiceNow: Elevating Self-Service with Virtual Agent + GenAI – AI
Conversational AI in ServiceNow | Elevating Self-Service with Virtual Agent + GenAI By: Ethan B. Now Assist in Virtual Agent ServiceNow’s built-in generative AI feature, Now Assist, can be used with Virtual Agent to enhance multiple aspects of employee self-service....
AI-Powered Case Summarization & Content Generation: Eliminating Manual Work in ServiceNow – AI
AI-Powered Case Summarization & Content Generation | Eliminating Manual Work in ServiceNow By: Simon D. Features and Capabilities ServiceNow has expanded its generative AI to alleviate repetitive case work and decrease resolution time. One of the best ways it...
From Setup to Sustainment: What it Takes to Keep Discovery Working Long Term – Discovery
From Setup to Sustainment: What it Takes to Keep Discovery Working Long Term | Discovery By: Phil W. Why Do Discovery Results Drift After Go-Live? Once ServiceNow Discovery is live and scope is confirmed, many teams assume the heavy lifting is done. In practice, the...
CSM with GenAI: deflection without chaos
How to tune search, intents, and guardrails.
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