Introduction to the ServiceNow Common Services Data Model (CSDM) Learn more and register here for this live event on March 31, 2020. (Can't make it? Sign up now and automatically receive the post-event recording).


ServiceNow London

How to Move to ServiceNow London. Recorded live on October 23, 2018.

ServiceNow Knowledge Management

ServiceNow Knowledge Management Best Practices. Recorded on June 12 , 2018. 

Evergreen Instance Analyzer for ServiceNow (EIA)

ServiceNow Code Best Practices. Recorded on July 18, 2018. 

Evergreen Instance Analyzer 
45 Minute Demo - view demo and Q&A session here (no registration required!)

Get to ServiceNow Code Best Practices in 45 Days.  Recording from Dec. 7, 2018 coming soon!

Evergreen Evolve

Managing Your ServiceNow Demand (aka Creating a ServiceNow "Services Factory"). Recorded live on December 8, 2016.

Customer-Centric Service Management

How to Run ServiceNow as a Service. Recording coming soon! Recorded on Oct. 30, 2019.

A Plan for Success with IT Operations Management. Recorded on January 31, 2019.

Deliver Customer Self-Service Like Amazon. Includes demo of ServiceNow Customer Service Management (CSM) solution. Recorded live on March 29, 2018. 

Fresh Thinking on IT Service Management. Recorded live on May 3, 2017

Incident, Problem, Change, Knowledge…and Service Catalog? A Powerful Circle. Presented live on September 10, 2015.

Service Catalog, Service Portfolio and Service Taxonomy: The Big 3 of Customer-Centric IT. Presented live on May 15, 2015.


 Service Portal & Catalog

Service Catalog Project? Plan for Success! Recording coming soon! Recorded live on January 29, 2020. 

A Request Portal is NOT a Service Catalog. Recording coming soon! Recorded live on September 11, 2019.

ServiceNow CMS to Service Portal Migration Best Practices. Recorded live on June 21, 2018.

ServiceNow Service Portal - Kingston: Best Practices for Organizing Services. Recorded live on April 18, 2018. 

ServiceNow Service Portal- Think Self-Service First! Recorded live on March 8, 2018.  

ServiceNow Service Portal Project? Prepare Your Team for Success in 5 Steps! Recorded live on January 20, 2018.

ServiceNow Service Portal - 5 Keys for Success. Recorded live on December 12, 2017.

How to Deliver an "Amazon-like" IT Customer Experience with ServiceNow Service Portal. Recorded live on November 17, 2016.

ServiceNow Service Portal - Does it Equal a Great Service Catalog?  Recorded live on September 22, 2016.

ServiceNow Service Portal - How Do You Organize and Manage IT Services in the New Service Portal?  Recorded live on July 26, 2016.

IT Service Catalog Project? How Do You Get Ready? Presented live on April 7, 2016.

Is Your Service Catalog a Turkey? Presented live on November 24, 2015.

IT Service Catalog - 5 Project Traps and Failures... and How to Avoid Them! Presented live on January 21, 2016.

IT Service Catalogs – Apply Amazon's Secrets for Your Success. Presented live on February 11, 2016.

Higher Education IT Service Catalog Success with the EDUCAUSE ECAR Model. Presented live on March 31, 2016

How Service, Request, Business and IT Service Catalogs Fit Together. Presented live on July 30, 2015.

"Amazon-Like" IT Service Management. Presented live on July 9, 2015.

Separate IT & Business Service Catalogs? Is that the best idea? - Presented live on Wednesday, April 1, 2015.

How to Build a Successful Service Catalog - 5 Tips! Presented live on Tuesday, Dec. 16, 2014.

Leveraging Service Catalog to Transform Services Delivery at Argonne National Lab. Presented live on Thursday, Dec. 4th, 2014.

Service Catalog Balanced Design Yields Happy Customers and Automation of IT’s Work and the Enterprise App Store. Presented live on Wednesday, Nov. 5, 2014.

Beautiful Service Catalogs Customers Love: Five Core Design Principles to Ensure Success. Presented live on Wednesday, Oct. 8, 2014.

A Cool Use of a Service Catalog: Enterprise App Store Case Study. Presented live on Wednesday, Sep. 10, 2014.

Service Catalog vs Request Portal: 6 Characteristics that Set Them Apart. Presented live on Tuesday, Sep. 30, 2014.


 Service Ownership

Webinar: Managing an IT Service - A Day in the Life of an IT Service Owner. Presented live on March 16, 2016.

IT Service Ownership in the Age of Digital Workflows. Presented live on May 30, 2019.  Check back for recording and slides!

Service Taxonomy

Best Practices for Organizing Services in Your IT Service Catalog.  Recorded live on April 4, 2017.

How to Organize and Manage IT Services: 4 Challenges and How to Overcome Them.  Recorded live on April 21, 2016.

What is a Service Taxomony (and Why Do I Need One)? Presented live on September 24, 2015

Service Taxonomy Essentials: Who are the Customers? What are the Services? – Presented live on Wednesday, March 18, 2015

How to Build a Service Catalog Taxonomy. Presented live on Thursday, Jan. 15, 2015.


 Service Design Process

Service Portals versus Request Portals? Let's Clear the Confusion! Recorded live on Feb. 28, 2018.

What is an IT Service (and How Do We Build One)? Recorded live on August 31, 2017.

5 Keys to Good Service Design in IT Service Catalogs. Presented live on Oct. 30, 2015.

3 Surprising Keys to Great IT Services. Presented live on Friday, May 1, 2015.


 Service Portfolio

Service Catalog vs. Service Portfolio – Presented live on Friday, Feb 27, 2015.


Self Service + IT Automation

Eliminate IT Work (and Make Customers Happier) with Digital Workflows. Recorded June 26, 2019 - recording coming soon!

Enterprise Knowledge + Virtual Agent Supercharges Self-Service. Dec. 20th, 2018 - recording coming soon!

IT Service Management Nirvana. Recorded live on February 23, 2017.

Architecting ITSM for IT Self-Service Success. Presented live on October 21, 2015.

Service Catalog - 5 Keys to Great Employee Self Service. Presented live on Wednesday, Feb. 11, 2015.

Configuration, CMDB & Asset Management

4 Step Approach to Controlling Enterprise Software Licensing. Recorded live on May 1, 2019. 

When is CMDB Vital? When it is Aligned with IT Services! Recorded live on March 14, 2018.

IT Asset and Configuration Management - 5 Best Practices.  Recorded live on November 2, 2017.

Asset & Configuration Management Best Practices: 5 Simple Keys That Underpin Success. Recorded live on February 9, 2017.

CMDB's Role in the Design and Delivery of IT Services. Presented live on October 6, 2015.