Autonomous IT Clinics and Office Hours

On-call failures are silent SLA killers. When a major incident fires and no one can reach the right resolver, every minute of escalation delay compounds downtime cost and erodes stakeholder confidence.

This clinic will guide you through all the steps to activate ServiceNow On-Call Scheduling and operate at full effectiveness, so your team is always reachable, rotations are always current, and escalations happen automatically.

A service-aware CMDB is the foundation of effective IT operations — but keeping services current as infrastructure evolves is a constant challenge. ServiceNow Service Mapping automates the discovery and visualization of relationships between your applications and infrastructure, giving your teams the Service visibility they need to act with confidence.

This clinic series will walk platform administrators and ITOM teams through the key steps to activate and operationalize Service Mapping. This first of two clinics will guide you through one of the most impactful mapping approaches: Tag-Based Mapping, which builds service maps quickly using existing infrastructure tags, and the second clinic will focus on ML-Based Mapping, which uses machine learning to identify service relationships automatically — no manual tagging required.

This session will provide an overview of the 3 pillars of CMDB, along with tips and tricks to be successful in your setup. We will teach you how to configure Technology Management Services and how to engage the teams that own those CIs.

Change is the primary lever for controlled improvement but can unintentionally also cause service disruption. ServiceNow Modern Change Management puts structure, automation, and risk intelligence at the center of every change decision.

This clinic series will walk platform administrators and change process owners through the key steps to activate and operationalize Modern Change Management. This first clinic will guide you through creating a custom Change Model — using Cloud Provisioning as a practical example.

Alert noise is one of the biggest obstacles to effective IT operations — when every alert looks equally urgent, nothing is. ServiceNow Event Management addresses this head-on by automatically grouping and correlating related alerts into meaningful groups, so your teams can focus on what actually impacts services.

This clinic series will walk platform administrators and IT operations teams through the key steps to activate and operationalize Event Management. This first clinic will guide you through configuring Alert Grouping and Correlation — using a multi-source monitoring environment as a practical example — to dramatically reduce alert volume and accelerate incident response.