r/servicenow

I've been in the Servicenow Ecosystem for 13 years, started December 2012 in a small servicenow shop. Over the years I attained cis itsm, df, hr, csm, but for the last 3 years I have been a team leader and 3rd party product owner for the sns team at CDW (quality clouds, and pager duty specifically). So I have not done a ton of direct Servicenow support outside internal uses and customizations.

I am scared I dont have the chops anymore for being a Technical Consultant or really what I should do now. Any advice?

Hi All,

I'm NOT a ServiceNow admin, so that's a huge disclaimer before I proceed.

I'm very keen on having our ticketing system be able to ingest OCR-extractable text from image files that are attached to support tickets.

I'm thinking that extracted text could be stored in the 'Activity' stream of a ticket, perhaps labelled as having been 'extracted automatically'.

I find it SO valuable when the actual text of screenshot error messages or user prompts is recorded AS text, because it is then SO USEFUL to search.

I've been playing around with these methods to get OCR:

1. Wrote a PowerShell script around Windows' own built in OCR engine.
2. Set up a Microsoft Teams "Workflow" that uses OCR to extract text from images I drop in a specific subfolder within my OneDrive, the engine creates a text file containing the extracted text in same folder.
3. Using apps like TechSmith SnagIt Editor to simply right-click on an image, "Grab Text".

I realise for some people this is like "Huh, who cares?", but for those of us who appreciate information being documented and wanting to be more targeted in our troubleshooting, this information is very handy to have.

If anyone knows if such OCR automation might be possible in context of ServiceNow, perhaps running on one of those 'MID Servers' I've heard of; I'd love to know!

Cheers from Australia

Hello, recently in the last year I have been able to obtain a CSA & CAD yesterday. I have some about 5 years in SN experience, what certification(s) should I go for now?? I’m not sure where I go from here

Hello everyone,

A few days ago, I was working on what should have been a simple visualisation using Platform Analytics. All I wanted to do was visualise SLAs for incidents where Assignment Group is on one axis, and Business Elapsed Percentage (grouped into three buckets) on the other.

Just to get that basic grouping, I had to create an indicator, a scheduled job, breakdowns, and a bucket group. The whole process felt heavy and slow.

This led me to build a Chrome extension called SN-Viz.

With SN-Viz, you can generate visualisations in seconds without any Platform Analytics configuration. It captures your current table and filter context instantly and drops you into a dashboard.

Here are the core features:

• Zero Config Launch: Open it directly from the extension popup, or type `/viz` (or `/viz generate`) from any ServiceNow list view to automatically generate a dashboard scoped to your current list.
• Query & Visual Editor: Write queries in a clean, pipe-delimited DSL (e.g., `table=incident | filter=active=true | stat=COUNT | viz=bar`). You can also use the simple UI dropdowns in the Visual Editor instead. For the SLA problem I mentioned above, it just takes one query in SN-Viz `table=task_sla| filter=task.sys_class_name=incident^ORDERBYDESCsys_updated_on | stat=COUNT | by= task.assignment_group| bucket= business_percentage [<50, 50-100, >100]| viz= table | `
• RLC & Drilldowns: Easily filter parent records based on data in their child records using Related List Conditions (RLC). Click on any segment in your visual to instantly drill down to that exact filtered list in native ServiceNow.
• Dot-Walking & Autocomplete: Dot walking support for all fields in DSL and autocomplete support everywhere (for both field names and values).
• Custom Dashboards: Build multi-panel dashboards mixing any chart types. Resize panels with drag handles. Reorder by dragging. Save to browser storage or export as JSON to share with your team.

You can check it out and install it here:
Here is the link for Website and Chrome Web Store

A quick note on security and privacy:

I know security is the #1 concern when installing extensions in a ServiceNow environment. SN-Viz is 100% secure and safe. It has been reviewed and published on the Chrome Web Store, and it does not make calls to any external servers. The extension runs entirely locally in your browser and simply uses your current, authenticated ServiceNow session to query the native Aggregate API. Your data never leaves your instance.

I’d love for you guys to try it out and let me know what you think or what features you'd like to see next!

Dashboard created with SN-Viz

Hi guys! I have my CIS tomorrow night, I have studied a lot but there is a practice question that I can really answer with clarity because some sources say it is one answer and some other say it’s the other.

the question is:

A CMDB Administrator utilizing the CMDB Data Foundations Dashboard sees an issue and wants to run a playbook. Which types of documentation can they expect to be provided in a playbook?

And the answers are

Root Cause
Automated remediations
Problem Analysis
Problem overview

I think it is Problem Analysis and Root Cause but one Udemy test said Problem Overview and another test I found said Problem Analysis. Can somebody help me please?

Thank you

has anyone recently left a position with ServiceNow, where their salary where commission and bonus? If you payout dates are for first half of the year, with bonus payments targeting AUG31st - wondering if ServiceNow paid you out? Or did ServiceNow, act like ServiceNow and not pay out the commissions and bonuses? I am hearing it both ways. Offer late states "employed the last day of the quarter." But I have also heard from some people that servicenow applied the "must be an employee in good standing clause" and people where not paid out as they where told they had to be employed on and up to the dates of payout. Given how ServiceNow has been treating their employees lately, guessing they will NOT honor the payouts.

How are you all upskilling these days?

I have close to 3 YOE as a ServiceNow developer, and lately I've been thinking a lot about where to invest my learning time outside of work.

So far, I've mostly worked on:

• Custom applications
• Integrations (REST, etc.)
• Flow Designer and automation
• Primarily ITSM, with some exposure to CSM, SPM, and GRC
• Currently implementing Playbooks

The thing is, I'm struggling to decide what the next logical step should be.

On one hand, AI is everywhere right now. It feels like every company wants to say they're using AI, whether it's actually solving a problem or not. From what I've seen so far, I'm still not convinced the Now Platform's AI offerings justify the licensing cost and implementation effort for many organizations (at least today). Maybe that'll change over the next couple of years, but that's my current impression.

On the other hand, there are so many directions to go—ITOM, IRM/GRC, AI, Agentic AI, Automation Engine, integrations, platform architecture, scripting, performance optimization, etc.—that it's hard to know what will provide the best long-term value.

For those with more experience:

• What are you currently learning outside of work?
• If you had ~3 YOE again, what would you focus on?
• Are you doubling down on core platform expertise, moving into architecture, or betting heavily on AI?
• Is there any skill you wish you had picked up earlier?

I'm looking for ideas from people who have been through this stage and what has actually paid off in their careers.

PS: Used chatGPT to phrase the post better.

Estou esperando dinheiro para conseguir pagar o exame, pelo alto preço no Brasil ainda não fiz, porém estou preparado para passar. Hoje trabalho como Analista N1 em uma Central de serviços, era para estar acompanhando os Devs(ServiceNow) da empresa para em 2 meses entrar na equipe, porém com mudanças de visão da empresa fui colocado nessa posição. Minha dúvida seria, após o CSA se contínuo na empresa estudando e tirando mais certificações ou se já me aplico em processos de Dev Junior em outros lugares enquanto estou nesse período pre passar. Tenho experiência como JS e já estou iniciando a trilha de developer da plataforma de ensino da ServiceNow.

Hey all, I'm happy to share that I've passed the CSA (on my second attempt). However, I have some complaints about some aspects of it.

An ideal certification demonstrates deep conceptual and practical knowledge of the subject matter, and above all feels challenging but fair. Here's some ways I think the CSA exam fails this:

1. Broken Grammar Questions

I counted 6 questions (10% of the exam) that had glaring grammatical issues in either the question or the answers. These problems range from sentences being only particulates, to dependent clauses being the whole statement, to overly confusing and nested structures.

2. Confusing/Misleading Verbiage

I'll provide an example for this one: A question asked something like, "which tool allows you to provide articles in a natural language chat?" But the choice field clearly indicated that it meant 'which tool allows you to receive articles.' This sort of confusing wording exists on quite a few questions, and while it's pretty easy to parse the true meaning of the question, it comes off unprofessional and unfair to the examinee.

3. Niche Question Subjects

This one is a pretty personal complaint, but I feel like too many questions focused on mincing words and it detracted from the exam's ability to gauge actual platform literacy. For example, a question's choice list might look like this (not real just an example):

a) Needs permissions

b) requires permissions

c) needs permission

b) permissions

Like, what? I bet even seasoned experts on the platform would get tripped up by a question like this.

Anyways, I just wanted to share my experience with the CSA path because I found it extremely frustrating and worrisome as I was taking the exam.

I'm excited to join the ecosystem and use my skills but this was not a great introductory experience. Has anyone else felt this way?

I passed my first exam today. It was the CSA. So proud.

Any suggestions as to what to do ??? I need to study..

Hi everyone,

I'm planning to switch jobs and wanted some advice on salary expectations and interview preparation.

Background:

4 years of total IT experience

2 years of ServiceNow development experience

Current CTC: 4 LPA

Certified System Administrator (CSA)

Planning to complete CAD in the next 1–2 months

I work on ServiceNow development and support, mainly in ITSM, with experience in scripting, flows, client scripts, business rules, and day-to-day development activities.

A few questions:

Considering my profile, what CTC should I realistically target while switching?

How much hike do companies usually offer for someone in my situation?

What topics are most commonly asked in ServiceNow developer interviews for 2 YOE?

Are there any resources, mock interviews, or preparation strategies you'd recommend?

I'm based in India. Any advice or recent interview experiences would be greatly appreciated.

Thanks!

Was reading that ServiceNow crossed a billion dollars in AWS marketplace transactions and the part that stuck with me was an AWS exec basically saying that companies aren't experimenting with AI anymore, they're actually running it in production

Which is kind of wild because a year ago pretty much everything I saw in this space was pilots. "let's test an agent in a sandbox," POC after POC, nothing really shipped. Now it sounds like enterprises are putting AI agents into actual governance, security, IT ops workflows, not just demoing them.

But I keep wondering if the reliability side is actually keeping pace with the pricing part. A billion in marketplace transactions tells you that the budget is real. It doesn't really tell you if these agents can be trusted with real workflows without someone babysitting them.

So genuinely curious, does anyone here work somewhere that's past the pilot stage and running this in production. Is it actually holding up or is it still more hype than people admit?

https://preview.redd.it/3vcb9bjr80bh1.png?width=2508&format=png&auto=webp&s=635fb943aae380febf9d8a11fb16af70c326b685

is there anyone in the community who enrolls this course in udemy ,
i want to enroll this course , what's your opinion on this is this worth it?

or else any other best sources than this? can anyone tell me Master Servicenow Admin & Development from basic to pro 2026

Hi, I tried to write my exam this morning. When I finished the check in I was 72nd in the queue. 15 minutes later I was 57. So ... 1 minute per queue position, 15 minutes + another 57 minutes, I left. Has anyone had this problem? I've opened cases at both PearsonVue and ServiceNow Learning.

When creating an extra approval for a RITM outside the flow execution, regardless of the stage or state the RITM is in, it gets stuck at the 'Not Yet Requested' state and is not sent to the approver. I checked the 'state' field in the Approval table ('sysapproval_approver') and found that its default value is 'Not Yet Requested'. My question is: how is the 'state' value changed from 'Not Yet Requested' to 'Requested', and why do manually created records not have their state changed?
To investigate, I searched for scripts or business rules that change this value to 'Requested'. I started by looking for Before Insert Business Rules and found one named 'Add Approver If Process Guide running', which seemed relevant. However, I discovered it is not currently used because the tables it depends on are no longer in use. Therefore, I am asking...

I've only used servicenow at my current organization and it has been an afterthought. Multiple third party module development. Jr analysts.

It is kluge at best. Reporting is terrible.

To report against catalog tasks and incidents, we use the Task table but the statuses don't match/map. Example, when the INCs mature to Closed, the task table reports show them all as Closed Skipped.

Is that:

1. Our poor design? Can we map INC closed to Closed Complete?

2. Poor software design?

If you say you have to report against the specific ticket type tables, how do you look at all ticket types related to a specific CI or Tag?

When it comes to using GenAI for ServiceNow development often the usage of MCP server is being advised. However it's not explained further which MCP server setup is referred to.

Therefore the questions towards those already using MCP server for ServiceNow development:

Which MCP server setup are you actually using? The official ServiceNow MCP server or some custom one?

For which scenarios the MCP server is used and how is it integrated (e.g. VS Code + Github Copilot)?

What tools/action the MCP server is capable of?

Also other thoughts or experience with MCP servers for ServiceNow development are appreciated :)

I’m starting a new role as a leader of a small ITSM team at a medium sized company that’s using ServiceNow. I’ve worked within ITSM processes at large companies for many years but this will be my first time being responsible for the ITSM function. Any suggestions on what can help me get up to speed for leading an ITSM team/function? Thank you!