Managing APIs as Configuration Items (CIs) using Configuration Management principles provides several benefits for organisations relying on software development. A structured approach with a well-defined API catalogue, change management process, version control, and testing and validation ensures proper tracking, management, and integration of APIs, thereby reducing the risk of API-related system failures. An API catalogue […]
Author: Maxi
Navigate Edge Cases in ServiceNow Implementations
When implementing ServiceNow, edge cases could be run into that, if left unchecked, can potentially impact the overall project success. Edge cases are scenarios that fall outside the norm or standard use cases of a system, in this case ServiceNow. They can be particularly tricky to navigate, and they often require customisations, workarounds, or some […]
The role of data analytics in digital government
Governments around the world are increasingly turning to electronic means to improve their service delivery and streamline their workflows. This shift towards digital government has revolutionised the way citizens interact with their governments, making it faster, more efficient, and more transparent. However, with the increase in data generated through digital government workflows, it has become […]
Time-limited authentication: ServiceNow Utah release highlight
Time-limited authentication (TLA) is a new feature that ServiceNow has introduced to further enhance the security of ServiceNow instances from the Utah release. First things first. What exactly is TLA? TLA is an authentication mechanism that allows access to a system or service for a limited period. This is essential in scenarios where users need […]
Help industry better respond to your engagement platform RFx
This is an open letter to those who prepare RFx documentation for engagement platforms seeking responses from industry. Please tell us more about the integrations you need. Help us help you! All too often I see functional requirements in an RFx that outline, sometimes in minute detail, how something like a simple ITSM incident ticket […]
The Constituent CX
5 key ways ServiceNow technology supports high quality customer experience when dealing with constituents. Constituent experience is more than just providing an outcome. It also includes how the engagement transpires, which drives a perception of the overall service. When constituents need to interact with government they’re often doing it out of necessity, therefore the user […]
ServiceNow in an external shared services role for government
How ServiceNow enables the provision of external facing inter-agency shared-services, at scale, for government use cases. For time immemorial government has been hamstrung from sharing data between agencies by slow processes such as email as the ‘official’ channel. Deployment of ServiceNow to act as the interface between other government agencies and departments has demonstrated that […]
ServiceNow for Government Services
Many government agencies already have, and others continue to look to the fundamental capability that ServiceNow provides as an enterprise-wide workflow toolset. ServiceNow, when considered as a strategic platform, provides government with the ability not only to manage their internal processes but to interact with constituents, provide insights into those dealings, and manage and monitor […]