Insights

Practical insights on ITSM, ServiceNow, and platform design.

Featured series: ServiceNow × Microsoft 365

A practical series on why, what, and how ServiceNow and Teams fit together without adding noise.

  1. Should You Integrate ServiceNow with Microsoft Teams? Start with Why
  2. Why I Recommend Moving ServiceNow Notifications from Outlook to Teams
  3. What ServiceNow for Microsoft Teams Actually Does for Employees and Agents
  4. A Practical Roadmap for Moving from Email Heavy ITSM to a Teams First Experience
  5. Outlook, Teams and the Service Portal should act like a single workspace – here’s how to design it

Featured series: Platform Teams & Capability

A practical insights on building the capability, visibility and maintenance rhythm needed to keep ITSM platforms manageable as they grow.

  1. What roles an ITSM platform team needs as it matures
  2. Three overlooked signals of ServiceNow platform health
  3. ATF is release confidence, not just testing
  4. Reporting should show what to improve, not just what happened
  5. The maintenance signals ServiceNow teams should not ignore

Featured series: Conversational ITSM & Virtual Agents

A practical series on moving from portals to conversations, launching intent-first virtual agents, and sustaining trust with governance.

  1. The Death of the Destination Portal
  2. The Inversion: Moving from Portal Centric to People Centric Service
  3. The Core Journey Launch Strategy
  4. The Anatomy of a High Trust Virtual Agent
  5. Why Bots Rot

Featured series: Portal Intake & Experience

A practical series on portal trust, intake design, and how to tell whether your next step is a reset or a rebuild.

  1. Why Service Portals Fail Quietly
  2. A Better Way to Assess and Improve ITSM Portals
  3. How to Tell if Your ITSM Portal Needs a Reset or a Rebuild

Featured series: GenAI Knowledge Readiness

A practical series on how knowledge article quality, structure, and governance shape GenAI answer quality and trust.

  1. Why better GenAI answers start with better knowledge articles
  2. What makes a knowledge article ready for GenAI answers
  3. Why weak knowledge governance breaks GenAI trust

Browse by focus:
ServiceNow × Microsoft 365 · Conversational ITSM & Virtual Agents · Portal Intake & Experience · GenAI Knowledge Readiness · Platform Teams & Capability · Client Work & Case Studies

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