Practical tips, tutorials, and insights — free every week.
Otto, AI Control Tower, Action Fabric, Autonomous Workforce, Project Arc — everything announced at KN26 explained for practitioners who need to understand what it means for their work.
Otto unifies Now Assist, Moveworks, and AI Experience into a single AI-native interface. Here is what it is, how it works, and what it means for your instance.
AI Control Tower is now built into every ServiceNow product package. Here is what it does across five dimensions, how it governs AI agents, and what admins and developers need to know.
Action Fabric opens ServiceNow's system of action to any MCP-compatible agent — Claude, Copilot, or your own stack. Here is the technical architecture and what it means for developers.
From L1 IT Service Desk to CRM, HR, Finance, and Security — ServiceNow's AI Specialists now cover every major enterprise function. Here is what each one does and what is available now.
Project Arc is a joint ServiceNow and NVIDIA autonomous desktop agent that completes complex multi-step work without pre-built workflows. Here is how it works and what secures it.
The Australia release delivers the KN26 announcements — Action Fabric GA, expanded AI Control Tower, Autonomous Workforce expansion. Here is what changed and how to prepare for the upgrade.
ServiceNow just replaced its database engine — moving from MariaDB to RaptorDB. Here is what it means for developers, admins, and your instance performance.
One small change that makes your scripts noticeably faster. Most developers do this without thinking — here is why getValue() is always the right call.
Everyone says use Flow Designer for everything. But there are still real cases where a Business Rule is the right tool. Here is exactly when to use which — and why.
Stop chaining addQuery() calls. Encoded queries are faster to write and easier to read. Here is everything you need to know.
GlideAggregate lets you query aggregated data directly from the database — no loops, no memory overhead. Here is how to use it properly.
Script Includes are reusable server-side code libraries. Here is how to write them correctly, call them from different contexts, and avoid the common mistakes.
GlideAjax is how you get data from the server without refreshing the form. Here is the complete pattern — Script Include setup, client call, and response handling.
Most developers know Business Rules exist. Fewer know exactly when each type fires — and why choosing the wrong one causes subtle, hard-to-debug problems.
current and previous are the most used objects in Business Rules — and the most misunderstood. Here is exactly what each contains in every Business Rule type.
Four Client Script types. Each fires at a different moment. Understanding exactly when each fires stops you from writing scripts that silently do nothing.
gs is the global server-side utility object in ServiceNow. Here is a practical reference of every method you will actually reach for in real development.
Debugging in ServiceNow is not obvious. Here is a full walkthrough of every debugging tool available — from simple logging to the interactive Script Debugger.
Poorly written GlideRecord queries are the number one cause of slow ServiceNow instances. Here are the patterns to avoid and the fixes to use instead.
Record-based, Schedule-based, Application-based, Inbound Email — every Flow Designer trigger type with real-world examples of when to use each.
Subflows are reusable automation blocks you call from a parent flow. Here is how to design them properly, pass inputs and outputs, and avoid the common mistakes.
IntegrationHub spokes are pre-built connectors for Slack, Jira, ServiceNow, and dozens of other tools. Here is how to use them inside Flow Designer without writing a line of code.
Unhandled errors in flows cause silent failures. Here is how to implement try/catch blocks, fault handlers, and retry logic so your automations fail gracefully.
Data pills are how information moves between steps in a flow. Understanding how they work — and their limitations — stops a whole class of confusing bugs.
The Table API is the most-used ServiceNow REST endpoint. Here is the full developer reference — endpoints, parameters, authentication, filtering, and pagination.
Client Credentials, Authorization Code, Resource Owner Password, JWT Bearer — all four OAuth 2.0 flows supported by ServiceNow, with step-by-step configuration for each.
MID Server is the bridge between ServiceNow and systems on private networks. Here is what it actually does, how it works, and when you need one vs when you don't.
The Table API covers most use cases. But sometimes you need custom logic, custom response shapes, or specific authentication. Here is how to build Scripted REST APIs.
Import Sets are how you load bulk data into ServiceNow from CSV, Excel, JDBC, or REST. Here is the full process — staging tables, transform maps, coalesce fields, and transform scripts.
Hardcoding credentials in scripts is a security risk and a maintenance nightmare. Connection and Credential Aliases are the ServiceNow-approved way to manage integration credentials.
RESTMessageV2 is the API you use for scripted outbound REST calls. Here is the complete reference — creating messages, setting authentication, handling responses, and error logging.
200, 201, 400, 401, 403, 404, 429, 500 — what each HTTP status code means in the context of ServiceNow integrations, and how to handle each one properly in your scripts.
Access Control Lists are how ServiceNow controls who can read, write, create, and delete records. Here is how they actually work — evaluation order, script ACLs, and common patterns.
Update Sets are how configuration changes move from development to test to production. Here is how they work, what they capture, and the mistakes that corrupt them.
Scoped apps isolate customisations in a private namespace to prevent conflicts and enable proper packaging. Here is what they are, how they affect scripting, and how to navigate them.
Roles and Groups are related but different. Confusing them leads to access control issues that are hard to diagnose. Here is exactly how each works and how they interact.
Instance slowness has a small set of root causes. Here is a systematic approach to diagnosing and fixing performance issues — from slow list views to timeouts on complex queries.
Instance Scan is a built-in health checking tool that identifies technical debt and anti-patterns in your instance. Here is how to run it and what to do with the results.
Cloning is how you refresh your sub-production instances from production. But not everything copies cleanly — here is what gets preserved, what gets wiped, and how to prepare properly.
Scheduled Jobs run server-side scripts on a timer. Here is how to create them, what context they run in, and the performance pitfalls to avoid with high-frequency jobs.
The CMDB is both essential and notoriously difficult to maintain. Here is what it actually is, why it degrades over time, and the practices that keep it healthy.
Now Assist is ServiceNow's AI layer. Here is what it actually does across Incident Management, HRSD, and development — with a clear breakdown of what requires a separate licence.
Activation is not one button — it involves plugins, entitlements, and configuration steps. Here is the complete step-by-step process to get Now Assist live.
Now Assist for ITSM summarises incident work notes and suggests resolution notes automatically. Here is how it works, what it needs, and what the output actually looks like.
AI Search replaces the old ServiceNow Search with natural language understanding. Here is what it changes, how to configure it, and how it compares to the previous search experience.
Now Assist can generate, explain, and review GlideRecord scripts directly inside the ServiceNow IDE. Here is how to use it effectively and where it still falls short.
No job listings require zero experience — but every senior developer started somewhere. Here is the realistic path from zero to your first ServiceNow developer role.
The Certified System Administrator exam tests broad platform knowledge. Here is what the exam actually covers, what to prioritise, and the fastest path to passing on your first attempt.
The CAD exam is harder than the CSA and tests real development knowledge. Here is what it covers, the topics that trip most people up, and how to prepare efficiently.
Junior, mid-level, senior, architect — what ServiceNow developers earn at each level, across different regions, and how certifications affect total compensation.
Scripting questions come up in every ServiceNow technical interview. Here are the 15 most common ones — with the answers interviewers are actually looking for.
Many ServiceNow admins want to move into development but don't know where to start. Here is the exact skills gap to close and the fastest way to close it.
ITSM is the core of most ServiceNow implementations. Here is what Incident, Problem, and Change Management actually do, and the scripting patterns specific to each module.
Service Portal uses AngularJS 1.x widgets to build user-facing portals. Here is how to create custom widgets, pass data between client and server, and style them properly.
Discovery populates the CMDB by scanning your network. Here is how the probes and sensors work, what gets discovered, and why your CMDB data still ends up wrong.
SLAs measure response and resolution time but they are notoriously difficult to configure correctly. Here is how they work, why they breach unexpectedly, and how to debug them.
Performance Analytics turns ServiceNow data into charts, dashboards, and trend analysis. Here is how indicators and scores work, and how to build a dashboard that actually gets used.
A practical breakdown of what actually changed in ServiceNow Xanadu — GlideQuery improvements, Flow Designer updates, Now Assist expansions, and what you need to update in your instance.
The patterns and anti-patterns that separate well-built Flow Designer automations from ones that break in production. From trigger design to error handling to performance.
Everything you need to build, test, and debug ServiceNow REST integrations — Table API, Scripted REST APIs, authentication methods, and common patterns from production environments.
How Access Control Lists actually work in ServiceNow — evaluation order, common patterns, debugging access issues, and the mistakes that create security vulnerabilities.
Everything you need to know about Update Sets — what gets captured, what doesn't, merge strategies, conflict resolution, and the deployment patterns that avoid production incidents.
How to build Performance Analytics dashboards that operations teams actually use — the right KPIs, breakdown patterns, and the common mistakes that make dashboards misleading.
How ServiceNow notifications actually work under the hood — notification triggers, templates, email digests, device routing, and the debug techniques that find delivery issues fast.
How to use Import Sets and Transform Maps to load data into ServiceNow reliably — coalesce keys, field mapping, transform scripts, and handling large-volume imports without breaking your instance.
How to design, build, and secure custom REST endpoints in ServiceNow — resource design, request/response handling, versioning, and authentication patterns.
A practical guide to Now Assist implementation — which features deliver real value, activation requirements, the configuration that avoids common pitfalls, and honest expectations.
Everything you need to know about gs.getUserID() in ServiceNow — how it works, when to use it, common patterns, and the difference between getUserID, getUser, and getUserName.
A complete guide to counting records in ServiceNow using GlideAggregate — COUNT, COUNT DISTINCT, groupBy, orderBy, and the performance difference vs GlideRecord.
How to use gs.getProperty() to read system properties in ServiceNow scripts — with defaults, type handling, caching behaviour, and the patterns used in production Script Includes.
A complete study guide for the ServiceNow Certified System Administrator (CSA) exam — what topics are tested, how to prepare, practice questions, and tips from people who have passed.
How GlideAjax works in ServiceNow — making asynchronous server calls from Client Scripts, building Script Includes that extend AbstractAjaxProcessor, and the patterns that work reliably in production.