Meet The Team Behind the Scenes: Daniel Domnescu

Introducing Daniel Domnescu, one of our tenacious ServiceNow developers at Devhd! With a background in IT and English teaching, Daniel chose to focus on development within the ServiceNow ecosystem more than four years ago. As a Business Analyst and ServiceNow Developer, Daniel brings a unique set of skills to our team, and he plays an important role in ensuring our projects run smoothly. 

Daniel's experience includes a significant project where he led the migration of the request management solution from HPSM to ServiceNow. He also conducted training sessions for regional managers worldwide, helping them manage the new solution effectively. Daniel has actively engaged in various IT Service Management – Operation projects, collaborating closely with clients to tailor solutions according to their specific needs. His versatility extends to exploring advanced technologies like Predictive Intelligence and Machine Learning. 

Daniel’s Super-Now-Powers are best reflected in his doggedness, problem-solving abilities, and fascination with the unknown, which drives his passions. Planning, making diagrams, brainstorming, and creating mind maps help Daniel organize his thoughts and ideas. With his thirst for exploring health science and artificial intelligence to solve healthcare problems, Daniel adds an innovative edge to our team. 

His soft skills, such as communication and listening, make him an effective collaborator and problem solver. Moreover, Daniel’s sense of humor nurtures a positive energy in our team. 

In his free time, Daniel has a wide range of hobbies and interests. He's an avid gamer and science fiction enthusiast: exploring new worlds, solving complex problems, and imagining the possibilities of the future. In his words: “I can see how technology could be used to solve some of the world's most pressing problems”. 

He enjoys woodworking, gardening, hiking, and biking. Woodworking allows Daniel to express his creativity, savoring the process of creating something from scratch. Being outside allows him to connect with nature and to clear his mind. He is always on the lookout for new places to explore and loves the feeling of being surrounded by beauty. 

Daniel's fascination with the unknown drives his passions. Whether it's exploring urban decay, reading neuroscience books, or the thrill of debugging complex issues, he's always seeking answers and pushing boundaries. 

At Devhd, we're fortunate to have Daniel as a dedicated member of our team. His determination, creativity, and thirst for knowledge contribute positively to our projects and work environment.

From House to Home

Balancing Configuration and Customization for Optimal Solutions

ServiceNow, a robust platform designed to streamline enterprise operations, is often described as a powerful tool that can automate and optimize various business processes. But have you ever imagined ServiceNow as something even more relatable? Imagine ServiceNow as a house – a structure with implicit functionality that can be enhanced and personalized to serve your unique needs. In this blog post, we dive into this intriguing analogy crafted by Alexandru Aluchi, one of our senior technical architects at Devhd and we'll explore the distinction between ServiceNow configuration and customization. Lastly, we'll provide practical guidelines to strike the right balance between these two approaches, ensuring an optimized ServiceNow experience. 

From House to Home 

Just as a house provides shelter, ServiceNow offers a framework to streamline business operations. However, like a house, the platform's real value is unlocked when it's personalized to suit specific needs. Here's how Alexandru describes it: 

"We all rely on ServiceNow to bring value and improve the way our business works but what is ServiceNow really, how can we relate to it so we can understand its capability and optimize it to our needs? 

Well, ServiceNow is like a house. And a house is a box that has a shape like other boxes and a structure like other structures, but it’s your box, and it’s a place where you keep your stuff. 

You can use this house as it was designed, and that is just fine, but then it won't make you feel at home, and it will not work to complement your needs. 

So, you will paint it, put furniture in it, hang pictures, and sometimes add a new window or maybe even tear down a wall as long as it's not a structural one. 

Wouldn’t you prefer a house that is aligned with your needs and makes your life easier, rather than just a big house full of things? That would truly feel more like a home. 

When we look at our business, we know it needs flow, systems to integrate with minimal intervention, simplicity, and efficiency, to remove as much clutter as possible. 

Like a home, ServiceNow should be a place of comfort that is aligned with business needs and makes life easier. 

To achieve that, out-of-the-box & configuration is desired and should be the first option as long as it serves the needs of the business. But you shouldn't be afraid to bring down those walls. Customization can make a difference and make a tool become an experience. We just need to correctly assess risks and make sure we don't bring down those structural walls. 

To concentrate this in thought, Joel Spolsky said, 'Design adds value faster than it adds costs.' 

Embark on a self-discovery journey and make ServiceNow a lovely home for your organization. With Devhd you can make ServiceNow a fulfilling experience tailored to your needs. We sell you the house, but we also help make it into your home. Make it simple but significant."  

Configuration versus customization 

ServiceNow distinguishes between configuration and customization to guide users in effectively optimizing the platform: 

Configuration: is the process of tailoring an instance using ServiceNow's best practices and APIs. It involves leveraging ServiceNow's built-in tools and capabilities to adapt the system to the existing needs. This includes changing field names, adjusting behavior, and modifying preferences within the platform. Configurations should be data-driven and reversible without altering the core codebase and utilize native tools within the platform to modify behavior or features. 

Customization: involves making changes to the baseline install of a ServiceNow instance. It requires custom coding or implementation outside the platform's out-of-the-box (OOTB) context. This involves creating new features to modify existing core elements such as UI actions, scripts, ACLs, and business rules. While customization offers flexibility, it may impact future upgrades and requires careful consideration.

Let's explore the differences through two examples: 

  • Example of a configuration: Before an incident is submitted, the resolution code must be a mandatory field. If it is not completed, the record should not be updated. A UI Policy can be used to meet this requirement which is one of the many tools within the platform that are used to tailor specific functionality to meet specific requirements.   
  • Example of customization: You are in the process of implementing the Service Catalog and have a requirement to add additional fields to gather data on the catalog checkout page. The catalog checkout page is a UI Macro that is part of the baseline installation of an instance. A change to this code would be considered a customization. Someone builds a new "custom" feature into the product (e.g. custom applications, 3rd party widgets, etc.). ServiceNow support will provide troubleshooting guidance, but the customer is responsible for ownership of maintaining and fixing the feature. 

Considerations and implications 

When it comes to balancing configuration and customization in ServiceNow, our team at Devhd recommends keeping in mind and carefully examining important considerations and implications. These factors directly influence the long-term success and sustainability of your ServiceNow instance. 

  • One critical aspect to keep in mind is the maintenance and upgrade aspect of customizations. Customizations, while offering valuable flexibility, come with responsibilities. After each upgrade, it's crucial to ensure that your custom code remains functional. Neglecting this maintenance can lead to compatibility issues that could disrupt your business operations. 
  • Support is another significant consideration. While customizations can be supported, it's essential to be aware that if an issue arises, support might recommend reverting to the baseline code to troubleshoot. Striking the right balance between leveraging custom features and maintaining a stable environment is crucial. 
  • Moreover, the integrity of the ServiceNow framework is paramount for consistency in development and support. Excessive customizations may compromise this integrity, leading to a more complex and challenging environment to manage. It's important to assess the overall framework integrity when considering customizations. 

By thoughtfully considering these implications, we are helping customers ensure that their customizations align with the business goals and that they can manage them effectively. 

Guidelines for effective customization 

In the world of ServiceNow, customization provides a powerful tool to align the platform with specific business requirements. However, to ensure the best outcomes for our valued customers, we follow certain guidelines: 

  • The first rule of thumb is to prioritize configuration over customization whenever possible. Configuration leverages ServiceNow's built-in tools and capabilities, allowing us to adapt the system to customer needs without altering the core codebase. This approach simplifies maintenance, ensures compatibility during upgrades, and reduces the risk of technical debt. 
  • Before making any customizations, it's essential to back up the original records. This step acts as a safety net, allowing us to restore the original state if needed. 
  • Evaluating the value and risk of customization is crucial. Consider the impact on upgrades, performance, and user experience. Engage with stakeholders to ensure that the changes align with business needs and goals. 
  • Maintaining a record of the customizations made and their impact is also essential. This tracking helps streamline future assessments, making decisions about customization more informed and efficient. 

We, at Devhd, adopted a pragmatic approach to customization, as recommended by ServiceNow, meaning that instead of focusing solely on whether an action falls into one category or the other, we shifted the approach to asking the right questions:  

  • What are the risk and impacts of updating a particular element? 
  • What is the value of the change? 
  • What is the technical debt associated with the customization? 

With business-smart customization, the decisions about customization always start with a value perspective: Does the business value promised by customization outweigh the risk it presents, in terms of technical debt and upgradeability? Customers who adopt this approach can take better advantage of the Now Platform’s powerful capabilities while maintaining a healthy and well-managed instance. 


ServiceNow offers a dynamic platform that can be tailored to meet diverse business needs. Alexandru's analogy of ServiceNow as a house resonates with the idea that customization when done thoughtfully, can transform a tool into a seamless experience. Striking the balance between configuration and customization requires considering value, risk, and technical debt. We guide customers to understand these concepts and following recommended guidelines, businesses that work with us can effectively leverage ServiceNow to optimize their organization's operations.

About Devhd  

Devhd, founded in 2016, is a pure-play ServiceNow professional services company, specializing in delivering custom, practical, and sustainable digital workflow solutions. Our key focus is on enterprise application development and integration, and we are proud to be the first Romanian company committed to delivering enterprise digital transformation through the ServiceNow platform.  

Devhd is a Premier ServiceNow Partner, we have successfully completed more than 120 ServiceNow projects and developed 40+ applications, all delivered on time and within budget. With offices in Romania and Germany, we are well-equipped to deliver first-class ServiceNow solutions. Our commitment to great results has earned us a 4.67/5 CSAT (Customer Satisfaction) from both local and international enterprises. 

As a ServiceNow Partner on all three modules – Resale, Consulting & Implementation, and Build – at Devhd, we cover the entire cycle of adopting the ServiceNow platform and its powerful capabilities. This means we offer end-to-end professional services including licensing, consulting, and implementation services, and building custom apps that are published on the ServiceNow store. If you want to learn more about our services for ServiceNow solutions, contact us at 

For more information about ServiceNow configuration and customization, here are some useful resources*:

What Where to find Description
Instance Customization FAQ & Guidelines ServiceNow Support Portal  Important aspects of Customizations given by ServiceNow
Business-smart customization ServiceNow website  When you complete the steps in this workbook, you’ll have:
• Clearly defined governance measures that limit
customization to clear business needs
• An application development strategy that allows
you to scale development in support of new customization that also keeps your keep technical debt and complexity to a minimum
• A portfolio management strategy that keeps customization limited to current business need and that eliminates any unnecessary customization
“Business-smart” customization YouTube This video provides an overview of how to balance value and risk with platform customizations.
What are the best practices for customization? ServiceNow website  • What criteria should I use to determine whether to customize?
• If I do decide to customize, what technical best practices should I follow?
• What best practices should I follow for custom integration requirements?
• How do I deal with customizations when I upgrade?
ServiceNow Definition of Customization and Configuration ServiceNow Community Portal Article by pierrondi:
“When considering enterprise software of any type, it is important to understand the difference between configuration and customization as well personalization in the right context.”
Customization - a thing one should not be afraid of !! ServiceNow Community Portal Article by Dhruv Gupta
Configuration vs. Customization? - Wrong Question! ServiceNow Developer Portal  Article by Chuck Tomasi

* Table from “Knowledge Sources to Go”, Author Maik Skoddow, April 2022 

Meet The Team Behind the Scenes: Liviu Scarlat

Introducing Liviu Scarlat, our organized and open-minded ServiceNow Developer at Devhd. Liviu's journey in the world of IT is marked by his commitment to learning and a desire to take on diverse challenges. With prior experience in Customer Support and a strong foundation in ITIL processes and JavaScript, he joined our team two years ago and continues to be a valuable member today. 

Liviu’s main responsibilities are configuring, developing, enhancing, and troubleshooting the ServiceNow Platform for our valued customers. He has worked on several significant projects, including integrating Leading 2 Lean with ServiceNow and migrating SCCM to Service Graph, adapting prior customizations to the new solution. His recent work on complex widgets has expanded his knowledge in HTML, Angular, and CSS, reinforcing the idea that every day brings an opportunity to learn something new. 

Liviu's Super-Now-Powers are best reflected in his versatility, continuous improvement mindset, and ability to stay organized while approaching each project with meticulous attention to detail. This ensures top-notch service and satisfaction for our customers while meeting the highest standards of quality. Furthermore, his emotional intelligence and openness to feedback make him a great team player.  

While Liviu believes he is on the path to mastering several important items in his life, he enjoys the lifestyle of learning and growing stronger in a wide variety of skills and experiences. He uses this quote “A jack of all trades is a master of none, but oftentimes better than a master of one to highlight his versatility. Having said that, he appreciates the opportunities to learn from and alongside the diverse professionals on our team and their willingness to share knowledge. 

Outside of work, Liviu enjoys traveling, reading books, working out, and playing the guitar. He finds balance in life through his hobbies, adding to his overall positive and open-minded approach. 

At Devhd, we are fortunate to have Liviu as a dedicated member of our team. His adaptability, commitment to continuous improvement, and attention to detail contribute positively to our projects and customer satisfaction. Together, we aim to continue delivering top-quality service and exceeding customer expectations. 

Meet The Team Behind the Scenes: Robert Alexandru Mate

Introducing Robert Mate, our enthusiastic and resourceful QA Tester and Developer at Devhd. His journey with ServiceNow started almost four years ago when he began as a Technical Support Engineer. Over time, Robert took on roles such as Process Analyst and QA Developer. Nearly two years ago he made the move from a larger corporation to join our boutique ServiceNow team. Robert has proven to be a valuable addition to our growing team. 

Robert plays an important client-facing role, serving as a key point of contact for one of our main customers, working closely with the business to tailor solutions according to customer needs. 

Robert's Super-Now-Powers are best reflected in his great communication skills and his ability to approach each project with patience and in-depth analysis. Robert diligently ensures that our customers receive top service and satisfaction and that our projects meet the highest standards of quality and precision 

While he might not always have a fixed source of motivation, Robert remains captivated by the ever-evolving world of technology. Each innovation manages to raise his eyebrows in curiosity and keeps him engaged in the dynamic IT world. 

One of the things Robert values most about being part of the Devhd Team is the spirit of unity. He appreciates the willingness of his colleagues to help, and the sense of integrity that spread through every project. Robert values our company culture, which emphasizes training and encourages team members to shape their careers. His positive attitude and communication skills create strong connections with both clients and colleagues. 

In a single phrase, Robert describes himself as "content, yet eager to learn and know about anything I stumble upon.”  

Outside of work, Robert's favorite hobby is gaming. He's also passionate about sports, particularly football and handball. Sometimes, you might find him digging into geographical and historical trivia or losing himself exploring maps as a cartophile. Robert has a cute canine companion and an adventurous spirit, often seeking quick and reasonable getaways via train or plane, trying to "hunt" special locations and explore! 

At Devhd, we are fortunate to have Robert as a valuable member of our team. His great communication skills, patience, curiosity, and adventurous spirit infuse positive energy into our work. Together, we ensure that our customers receive top service and satisfaction and that our projects meet the highest standards of quality and precision

Devhd, ServiceNow partner: Artificial intelligence will profoundly change the way companies work

Press article published in June 2023, now featured on our blog

Romanian company Devhd, specialized in providing consultancy and digital transformation services through the American platform ServiceNow, is counting on the unprecedented automation of operations in companies, in the middle of the growing adoption of artificial intelligence at the business level. 

Participating in the annual ServiceNow conference – “Knowledge23” which recently took place in Las Vegas, in the United States, Devhd proudly salutes the groundbreaking partnership between ServiceNow and NVIDIA. This partnership aims to develop powerful generative AI capabilities for enterprises, with the goal of transforming business processes with faster, more intelligent workflow automation. Using NVIDIA software, services, and accelerated infrastructure, ServiceNow is developing custom large language models trained on data specifically for its ServiceNow Platform, the intelligent platform for end-to-end digital transformation.  

This will expand ServiceNow’s already extensive AI functionality with new uses for generative AI across the enterprise — including for IT departments, customer service teams, employees, and developers — to strengthen workflow automation and rapidly increase productivity.  

“Partnering with NVIDIA represents a tremendous opportunity for the IT industry. The integration of Generative AI into the ServiceNow platform has the potential to revolutionize the operations of large and very large companies and open new horizons for improving productivity and efficiency. We are proud to be part of this innovative alliance, as a Premier ServiceNow Partner and to offer cutting-edge solutions for our customers on the ServiceNow platform,” says Adrian Herdan, Devhd CEO. 

How will generative AI impact the life of a company?  

Reshaping digital businesses 

The alliance is exploring a number of generative AI use cases to simplify and improve productivity across the enterprise by providing high accuracy and higher value in IT.  

This includes developing intelligent virtual assistants and agents to help quickly resolve a broad range of user questions and support requests with purpose-built AI chatbots that use large language models and focus on defined IT tasks.  

To simplify the user experience, enterprises can customize chatbots with proprietary data to create a central generative AI resource that stays on topic while resolving many different requests. 

These generative AI use cases are also applicable to customer service agents, allowing for case prioritization with greater accuracy, saving time and improving outcomes. Customer service teams can use generative AI for automatic issue resolution, knowledge-base article generation based on customer case summaries, and chat summarization for faster hand-off, resolution, and wrap-up. 

Employees can learn faster and easier  

In addition, generative AI can improve the employee experience by helping to identify growth opportunities. For example, delivering customized learning and development recommendations, like courses and mentors, based on natural language queries and information from an employee’s profile.  

More customers, lower costs 

According to a study by the Harvard Business Review, companies that incorporate artificial intelligence into sales and marketing processes have seen a 50% increase in the number of leads generated through campaigns, while simultaneously reducing the time spent on calls with customers by 60%-70% and reduced overhead costs associated with these activities by 40-60%. 

The success of AI is evident in companies around the world, but a number of challenges should not be neglected: 

  • AI implementation needs more specialists. 59% of companies believe that there is a severe deficit in this area, according to a study. 
  • A massive professional retraining process (re-skilling/up-skilling) will be necessary. According to the World Economic Forum, the impact of AI in the coming years will be significant: 85 million jobs will be replaced, but another 97 million jobs will emerge as a result of AI’s influence. 

Following the phenomenon known as the Great Resignation, the Great Re-skill/Up-Skill will follow. This boom in the use of AI, particularly within the IT industry, will generate numerous jobs that can be categorized as “new software for a new age”, almost similar to the birth of mobile telephony or cloud computing. We should be prepared for this phenomenon”, explains Adrian Herdan. 

About Devhd 

Devhd, founded in 2016, is a pure-play ServiceNow professional services company, specializing in delivering custom, practical, and sustainable digital workflow solutions. Our key focus is on enterprise application development and integration, and we are proud to be the first Romanian company committed to delivering enterprise digital transformation through the ServiceNow platform.    

Devhd is a Premier ServiceNow Partner, we have successfully completed more than 120 ServiceNow projects and developed 40+ applications, all delivered on time and within budget. With offices in Romania and Germany and a team of over 20 employees, we are well-equipped to deliver first-class ServiceNow solutions. Our commitment to great results has earned us a 4.67/5 CSAT (Customer Satisfaction) from both local and international enterprises.  

As a ServiceNow Partner on all three modules – Resale, Consulting & Implementation, and Build – at Devhd, we cover the entire cycle of adopting the ServiceNow platform and its powerful capabilities. This means we offer end-to-end professional services including licensing, consulting, and implementation services, and building custom apps that are published on the ServiceNow store. If you want to learn more about our services, contact us at 

Meet The Team Behind the Scenes: Ada Visan 

Introducing Ada Visan, our ambitious and diligent Talent, People, and Culture Manager at Devhd. Being a law and psychology graduate with considerable experience in HR as well as business development, Ada brings a unique perspective to her work. Since joining the team, she has been a driving force behind our growth and success, continuously ensuring that everyone remains motivated, engaged, and aligned with our core values. With Devhd since 2019, we are fortunate to have Ada as one of our inspiring team members. 

Ada's Super-Now-Powers are best reflected in her courage, ability to make things happen, and creativity in overcoming challenges. We value her unique talent for connecting with people, understanding individual strengths and motivations, and tailoring the work experience to enable each team member to shine. Ada highlights the importance of building strong relationships and creating a supportive and empowering environment for success. 

Her empathyhard work, and cheerful personality make her an excellent teammate. Ada blends strategic thinking with hands-on execution. Whether it's legal, financial, learning, training, or human resources, her ability to handle multiple projects simultaneously is truly impressive. 

Ada wears multiple hats, contributing her skills in diverse areas. From HR strategies, and nurturing a positive and empowering work environment, to addressing team needs, and coordinating internal development programs, to financial coordination, company policies, and other operational aspects, Ada is well equipped to consistently deliver exceptional work. 

Dealing with such diverse challenges, from finding new and innovative ways to attract talent to establishing internal procedures, it's never a dull day,” says our colleague, Ada. 

Furthermore, she has brought a significant contribution to the development and success of our first-ever STAR | Devhd program. As a Program Manager, Ada was involved in every aspect of the program, from selection and interviewing prospective students to working closely with trainers in the development of the program's comprehensive curricula, ensuring its effective delivery. 

Ada finds motivation in continuous learning and collaboration with our diverse colleagues. What Ada loves most about her work is the tangible impact she can see, firsthand. From the results of improvements and changes to the growth of individuals and the company itself, her dedication and contributions drive meaningful progress within the organization. 

Outside of work, Ada has a deep passion for psychology and understanding the human mind. She enjoys reading, taking long walks, and listening to podcasts. Currently, she is also working on writing her first book. 

Ada is a strong individual and a valuable team member at Devhd. With her courage, hard work, and her ability to make things happen, she always goes above and beyond with every project she works on. Together, we empower the team to succeed and thrive. 

Collaborating for Local ServiceNow Projects

Empowering digital transformation together 

At Devhd, we take pride in being a Premier ServiceNow Partner, supporting businesses in their digital transformation journey. ServiceNow, a powerful cloud-based platform, offers a comprehensive suite of services that streamline and automate processes, enhance collaboration, and drive efficiency across organizations. With its powerful capabilities, including IT Service Management (ITSM), IT Asset Management (ITAM), IT Operations Management (ITOM), Customer Service Management (CSM), and more, ServiceNow empowers enterprises to elevate their operations to new heights. Moreover, it seamlessly integrates with other business-critical tools, making it an essential part of any modern workplace.   

In Romania, Microsoft has established a strong presence, fostering innovation and driving digital advancement. As a long-standing Microsoft partner, Devhd has now the opportunity to collaborate with Account Executives in Romania to raise awareness about the immense power of the ServiceNow platform within the local market. Our shared goal is to provide enterprises based in Romania and international enterprises with a significant presence in the country, with a local ServiceNow boutique partner.  

As a ServiceNow Partner on all three modules – Resale, Consulting & Implementation, and Build – at Devhd, we cover the entire cycle of adopting the ServiceNow platform and its powerful capabilities. This means we offer end-to-end professional services including licensing, consulting, and implementation services, and building custom apps that are published on the ServiceNow store. 

Furthermore, we gratefully embraced Microsoft's commercial marketplace, to showcase our ServiceNow services, connect with a broader audience and strengthen our presence in the local market. 

Embracing Microsoft commercial marketplace  

Microsoft commercial marketplace is a vibrant platform that hosts a wide array of applications, solutions and services offered by Microsoft partners. By joining these marketplaces, Devhd gains visibility, extended reach, and access to potential customers seeking ServiceNow expertise.  

Partnering up with Microsoft Account Executives further enhances our reach and ability to provide tailored ServiceNow solutions to enterprises across Romania, solidifying our commitment to driving digital innovation in the region. 

Two examples of Devhd's services on the Microsoft commercial marketplace are: 

  • ServiceNow IT Service Management ITSM Suite is a comprehensive cloud-based IT service management solution that helps organizations to optimize their IT operations and improve service delivery. It offers a range of features, including incident management, problem management, change management, configuration management, and service catalog management. It also provides advanced reporting and analytics capabilities, enabling users to monitor their IT services and operations in real time and make data-driven decisions. 
  • ServiceNow IT Asset Management ITAM Suite is a comprehensive solution designed to help organizations efficiently track, manage, and optimize all their IT assets. With this powerful tool, IT teams can gain a single platform for asset management and complete visibility and control over their Cloud, Software, Hardware, and Enterprise Assets, from procurement to retirement. 

Concluding the Collaboration 

At Devhd, we are committed to providing first-class ServiceNow solutions to businesses in Romania. Through our strengthened collaboration with Microsoft, we've amplified our reach and impact within the local market.  We are excited about the opportunities ahead and look forward to helping enterprises enter their successful digital transformation journey with the power of ServiceNow and Microsoft's innovative technologies. 

About Devhd  

Devhd, founded in 2016, is a pure-play ServiceNow professional services company, specializing in delivering custom, practical, and sustainable digital workflow solutions. Our key focus is on enterprise application development and integration, and we are proud to be the first Romanian company committed to delivering enterprise digital transformation through the ServiceNow platform.  

Our team consists of over 20 certified consultants, including 2 Certified Technical Architects and our ServiceNow capabilities include IT Service Management (ITSM), IT Asset Management (ITAM), HR & Employee Experience, Integration & Automation. Together, we have successfully completed more than 120 ServiceNow projects and developed 40+ applications, all delivered on time and within budget. With offices in Romania and Germany, we are well-equipped to deliver first-class ServiceNow solutions. Our commitment to great results has earned us a 4.69/5 CSAT (Customer Satisfaction) from both local and international enterprises. If you want to learn more about our services, you can contact us at, or visit

About ServiceNow 

ServiceNow (NYSE: NOW) makes the world work better for everyone. Our cloud‑based platform and solutions help digitize and unify organizations so that they can find smarter, faster, better ways to make work flow. So, employees and customers can be more connected, more innovative, and more agile. And we can all create the future we imagine. The world works with ServiceNow™. For more information, visit 


Meet The Team Behind the Scenes: Lorena Hodrea 

We proudly present Lorena, our dynamic Account Executive at Devhd. With 6 years of experience as a consultant in HR and 2 years navigating the ServiceNow ecosystem, she brings a fresh perspective and positivity to everything she does. Being dedicated to continuous learning and with a go-getter attitude, Lorena is a valuable member of our team, playing an important role in our expansion. 

Using her extensive market research skills, initiatives, and passion for building customer relationships, Lorena navigates the world of business development, finding innovative ways to connect clients with our exceptional consulting services. Her proficiency in German adds a global touch to our interactions, driving our business forward in the DACH region. She is also working closely with Marketing, and crafting sales strategies that align with our business goals.  

Lorena's Super-Now-Powers are best reflected in her optimism, quickly adaptable personality, and outside-the-box thinking. She is not afraid to take on new challenges and approaches each one with a relaxed and adaptable mindset. In addition, Lorena is a master at preparing and delivering persuasive sales presentations and nurturing relationships with potential clients.  

One of Lorena's inspiring thoughts that perfectly captures her approach to life is: "When we strive to become better than we are, everything around us becomes better too." It's this spirit that keeps her motivated, always looking for ways to generate leads, provide exceptional value to clients and build lasting, meaningful connections. 

Outside of her work, Lorena's love for animals shines brightly, especially for her devoted companions - a dog and two cats. Besides cuddling with her furry friends, Lorena enjoys being outside during the weekends, especially in the country or seaside, and doing sports (cycling or going to the gym). She is always ready to explore new horizons and embrace diverse experiences. 

As Lorena continues her mission to create meaningful connections and spread positivity, we're fortunate to have her as a pillar of our expanding team. Her go-getter attitude and ability to bridge connections with a refreshing and adaptable mindset make a significant difference and keep us inspired. 

Meet The Team Behind the Scenes: Florin Dascalu   

Introducing Florin, our enthusiastic and ambitious ServiceNow Developer at Devhd. Having spent almost 2 decades in Sales & Marketing, his ServiceNow journey began with a personal initiative when Florin decided to explore this innovative platform. He started learning the platform by himself and earned his first ServiceNow before joining the team two years ago. With a focus on continuous learning, Florin quickly became a valuable member of our team.  

His Super-Now-Powers are best reflected in his perseverance, enthusiasm, proactiveness and resilience. The most important lesson in Florin’s professional life came after making the career shift from Sales & Marketing to IT. With self-motivation, embracing new knowledge and adapting to a new environment with flexibility, he overcame all the challenges that came his way. As in one of his favorite quotes: “Success is a journey, not a destination, so never stop learning.” 

Florin draws motivation both from challenging projects that give him the chance to dive deep and acquire new skills, as well as from a positive work environment with supportive leadership. He has been involved in multiple ServiceNow development activities and projects mainly related to IT Service Management, ServiceNow integrations with external tools and custom app development. Currently, Florin is also actively involved in the development team for our upcoming app, which will be soon published in the ServiceNow store.   

Beyond work, Florin is passionate about space and flights, his dream being to get the Private Pilot License. He enjoys traveling, outdoor activities, and socializing.   

His proactive nature, dedication, and innovative spirit make Florin a valuable member of our team. His ambition to make a change, proving that it's never too late to chase new dreams inspires us all.   

Meet The Team Behind the Scenes: Oana Florea

Introducing Oana, our dynamic and dedicated IT Project Manager at Devhd. With almost 10 years of experience in the IT Industry and over 7 years involved in ServiceNow projects, Oana brings her passion and positive energy into every project she handles.  

Her journey in IT started in the automotive industry, where she gained valuable knowledge about ITIL, IT Service Management, and training. After experiencing different roles, she embraced IT Project Management, efficiently planning and coordinating various projects. Furthermore, she was one of the Program Managers of our first STAR | Devhd successful program.  

Oana's Super-Now-Power lies in her exceptional communication and project management skills, making sure everyone remains informed about the project scope, goals, progress, and any concerns that may arise. Her ability to understand business needs and technical requirements and work closely with customers and developers ensures timely delivery of tailored services to our customers.  

The perfect combination of a great team, a supportive environment, challenging projects, and the opportunity to work with smart and professional individuals is what keeps Oana motivated. She thrives on challenging projects, pushing the boundaries of her comfort zone and appreciates projects that require innovative problem-solving, encourage creativity and have a meaningful impact.  

Outside of work, Oana is a dedicated and proud mother of two wonderful boys. She cherishes the importance of maintaining a work-life balance. Oana deeply appreciates the time spent with her kids, friends and family and taking long walks to connect with nature. Additionally, she is passionate about reading books, which provide endless opportunities for learning, self-reflection, and personal growth. 

Oana's dedication to continuous learning extends beyond her IT career. She is enthusiastic about holistic health and natural solutions, particularly exploring the benefits of essential oils to support overall wellness. Oana is dedicated to learning more about their properties and benefits, and she finds great joy in sharing the knowledge with others. Moreover, being able to help people and make a positive impact in their lives has become a rewarding part of Oana’s journey.   

In the spirit of appreciation and gratitude, she values all the small gestures and appreciates the time and effort people invest in each other's lives. She encourages everyone to seize opportunities and find positivity in every aspect of life. 

We are delighted to have Oana as part of our team, contributing her expertise and positive energy to every project she handles. Oana is a valuable member of our team, and she inspires us with her focus on continuous improvement and her dedication to delivering exceptional and timely projects. 

Meet The Team Behind the Scenes: Eduard Nitoi

Introducing Eduard, one of our talented technical consultants at Devhd! With over 8 years of experience in the IT industry, Eduard made a shift four years ago, choosing to focus on development within the ServiceNow ecosystem. Joining our team over one year ago, he left behind a big company to take on a new journey with our boutique ServiceNow team. Eduard has proven to be a great addition to our team.

His experience with ServiceNow includes IT Service Management – Operation projects, working closely with the business in order to tailor solutions according to customer needs. Other examples of projects Eduard has worked with are Domain Separation on multi-tenant platforms, custom reports through Performance Analytics, and custom app development. Furthermore, he is a versatile developer capable of handling diverse challenges. 

Eduard's Super-Now-Powers are best reflected in his natural ability to understand business needs, determination, and problem-solving abilities. No matter the complexity, Eduard persists until he finds the best solution. In addition, his "easy-to-work-with" nature adds a touch of magic to every project he handles, and it cultivates collaboration. 

He is a great team player, appreciating the camaraderie and shared goals with all our colleagues. Eduard values the trust that people have in each other and appreciates the high level of knowledge within the team. His high standards and dedication are evident in everything he does, both at work and in life. He understands the significance of treating everything he engages with respect. 

One of the things that keep Eduard motivated is the power of knowledge. He feels empowered whenever he discovers something new and explores its possibilities, always wanting to put his knowledge to good use. As in martial arts, Eduard is focused on his progress and continuously strives for self-mastery and self-improvement. This shows resilience, discipline, and a deep sense of satisfaction derived from consistently striving for excellence. 

Eduard wisely encourages everyone to find something beyond their daily job that brings fulfillment. Even if we are represented by our work, he recognizes that we are not defined solely by it. Time is a precious currency, and we should not waste it; we should value making the most of it by investing in meaningful pursuits. 

In his free time, Eduard's favorite hobby is sports: short and simple. He enjoys staying active and fit, and he even sees a potential career as a sports teacher if his current path ever changes. 

We are fortunate to have Eduard on the team. With his problem-solving skills, strong discipline, and natural ability to understand business needs he is an ambitious individual and a valuable member of our team. Together, we drive success to any projects we undertake, no matter the complexity.  

Meet The Team Behind the Scenes: Stefania Aungurencei

Meet Stefania, one of our talented developers at Devhd! She joined our team almost two years ago and immediately began working on the Now Platform, very quickly becoming a valuable member of our team. With her passion for learning, Stefania is always eager to expand her knowledge and skills. Her main responsibilities include offering support to our customers, maintaining existing ServiceNow applications, and developing software solutions on demand. Currently, she is the lead developer for our upcoming app, which will be published in the ServiceNow store.  

Stefania’s Super-Now-Powers are best reflected in her natural adaptability and her determined attitude to get the best out of any challenge she encounters. Her positive energy and contagious smile make her a joy to work with. Overall, the thrill of tackling challenging projects, the opportunity to constantly learn new things, and to experience the sense of accomplishment that comes with successfully completing projects, keep her eager to deliver high-quality results. 

Stefania completed her studies at the University Politehnica of Bucharest, Faculty of Automatic Control and Computers. The quote, "If you can't fly, then run. If you can't run, then walk. If you can't walk, then crawl. But by all means, keep moving," reflects her perseverance and belief in continuous progress, no matter the circumstances.   

Stefania draws motivation from projects that present complex problems and push her beyond her current knowledge and experience. She particularly enjoys integrating ServiceNow with external tools, databases, or APIs, harnessing the power of integration to create smooth data flows. Additionally, she takes pleasure in investigating bugs & issues, troubleshooting, and ultimately resolving them.  

Two key lessons that have shaped Stefania’s professional journey are "constantly challenge yourself" and "collaboration drives success." She believes that by working together, leveraging diverse perspectives, and combining individual strengths, remarkable outcomes can be achieved. She encourages others to seek help when needed and to be honest about their limitations, for personalized guidance and continuous learning are essential in achieving swift and remarkable progress. And when the time comes, teaching others is also a valuable way to continue learning. 

In her free time, Stefania enjoys reading and drawing while listening to music. As a child, her grandmother used to read her a lot and this formed her love for books. She loves the feeling of getting lost in a good book, the thrill and excitement of the unknown and the temptation of "just one more chapter".  

Stefania's unique qualities include her ever-present smile, a strong sense of empathy, artistic inclination, and a touch of perfectionism. While perfectionism can be both a blessing and a curse, it drives her to pursue excellence and accuracy in everything she undertakes. 

We are thrilled to have Stefania as part of our team, continuously pushing boundaries and bringing her creative flair to every project she works on. Her determination, perseverance and positive energy make her a wonderful member of our team. 

Meet The Team Behind the Scenes: Bogdan Ionescu

Allow us to introduce Bogdan Ionescu, one of our talented technical consultants at Devhd. He has been working with ServiceNow for more than 5 years, developing end-to-end automated applications, loving to resolve tough problems and make customers happy. We are proud to have him. By becoming one of our Technical Team Leads at the early age of 25, his rapid growth and dedication are evident. 

Bogdan’s passion for IT started when he was a kid, and he was captivated by computers and technology. He taught himself how to code, following his interest in IT all the way through school and work. Bogdan got his degree in computer science, and he worked as a software engineer for some cool companies before joining Devhd and ServiceNow world. 

His Super-Now-Powers are best reflected in his passion for teaching others how to learn and succeed in their careers. That’s why he created the Devhd | STAR program, where he served as the Master Trainer and primary guide for the participants. Our first-ever STAR program was a success, delivering a comprehensive learning experience about the ServiceNow platform. The program covered technical topics like scripting, integration, security, automation, and testing, while also focusing on the development of essential soft skills. 

Moreover, Bogdan oversees the growth of junior developers, contributing to our team's growth. Embracing the dynamic nature of working with ServiceNow's diverse tools and tricks and leveraging his inclination toward modern technologies helps him rapidly adopt new trends and share knowledge. Bogdan believes that new technologies can provide numerous benefits and opportunities for improving business processes, customer service, decision-making, and innovation. As such, he is consistently searching for ways to integrate the latest technologies into our projects and to learn from the best practices in the field. 

When he is not working, Bogdan likes to spend time with his family and friends. He likes traveling, reading, hiking, and watching movies. He is also into sports, especially snowboarding and tennis. With a positive outlook on life, Bogdan tries to make the most of every moment. One of his favorite quotes is: “You’ve got to dance like there’s nobody watching, love like you’ll never be hurt, sing like there’s nobody listening, and live like it’s heaven on earth.” ― William W. Purkey.  

Furthermore, Bogdan's energy and cheerful personality make him an enjoyable presence to both our customers and colleagues, as he radiates positivity and creates a pleasant atmosphere wherever he goes. He is a great example of how passion for IT and business systems can lead to fun and fulfillment. 

Bogdan is not only a valuable team member at Devhd but also an inspiration to many people. With his thirst for modern technologies, passion for teaching others, and enthusiasm, he always goes above and beyond every project he works on. Together, we empower the team to succeed, and we deliver successful projects.   

Meet The Team Behind the Scenes: Claudiu Zvîncă

Introducing Claudiu, a valued member of our team and a talented Technical Architect at Devhd. With over 12 years of experience in the IT industry, Claudiu has spent nearly 8 years specializing in developing and implementing end-to-end automated applications and integrations within the ServiceNow ecosystem. His expertise plays a vital role in our successful projects.  

His Super-Now-Power lies in seamlessly integrating and automating applications within our clients' ServiceNow instances, delivering efficient end-to-end solutions. Claudiu’s mastery of building robust integrations and technical processes ensures smooth data flow and synchronization across diverse systems. His work empowers us to drive productivity for our clients, amplifying their operational efficiency. 

Moreover, Claudiu oversees the growth of junior developers, helping with our team's growth and serving as a key point of contact for one of our main customers. As projects are successfully completed and automation runs smoothly for our valued customers, Claudiu finds great satisfaction in seeing the outcomes of his efforts. He has a very analytical mindset and loves to find solutions for complex requirements. 

In addition to his technical expertise, Claudiu's great communication skills and positive attitude create strong connections with both clients and coworkers. Empowered by his thirst for knowledge and driven by curiosity, Claudiu embraces continuous learning and understands the importance of communication and collaboration in achieving success. On top of that, four of his other driven forces are passion, self-sufficiency, ambition, and determination. 

Claudiu is also a dedicated and proud father of two wonderful girls. During his free time, he enjoys spending quality moments with his family, finding balance and joy. Fishing is one of his favorite hobbies, as it offers a peaceful and relaxing atmosphere to unwind and recharge. 

Whether discussing technical solutions or engaging in casual conversations about fishing, barbecue, or other diverse interests, Claudiu's broad knowledge and cheerful personality make him relatable and approachable to everyone. 

At Devhd, we are proud and fortunate to have Claudiu as a valuable member of our team. His cheerful personality, thirst for knowledge, and exceptional communication skills bring positive energy to our team. With Claudiu's expertise, we deliver robust integrations and tailored end-to-end applications to our customers, driving the success of our projects. 

Meet The Team Behind the Scenes: Florin Danis

Introducing Florin Danis, one of our Certified Technical Architects and a proud co-founder of Devhd. With an extensive background of more than 15 years in the IT industry, including nearly 9 years dedicated to developing and implementing ServiceNow solutions for enterprise customers, Florin's contributions are essential to our ongoing success and growth.

His Super-Now-Powers are best reflected in our CMDB (Configuration Management Database) deployments, ensuring the health and effectiveness of this crucial component. Furthermore, his expertise and ability to find practical solutions make him our go-to person when faced with complex challenges. Florin embraces a holistic approach to every challenge he encounters.

Florin believes in the value of continuous learning. It is important to stay updated with the latest industry trends and to expand each one’s knowledge base to deliver exceptional solutions. By constantly improving his skills, he ensures that our solutions are always innovative and effective. Due to his commitment, he became known for his pragmatic mindset and his ability to consistently produce top-quality work.

His role in our early projects exemplifies the exceptional level of client satisfaction we strive for at Devhd. By understanding the unique needs of our first customer and leveraging his technical expertise, Florin played an important role in achieving great results. This successful partnership not only laid a solid foundation for Devhd but also positioned us as a trusted advisor and valued partner within the ServiceNow ecosystem. 

Florin's modesty and wisdom add to his qualities. His calm attitude has a great impact on our team, creating a harmonious atmosphere that promotes collaboration and encourages growth.

Outside of work, Florin loves spending time with family. He is a dedicated and proud father of two wonderful boys. They constantly remind him of the importance of balance in life. Whether he is on the football field with his sons or enjoying a peaceful fishing expedition, he finds joy in these activities, allowing him to relax and recharge.

At Devhd, we are proud to have Florin as part of the team: a CMDB master, a devoted father, and an inspiration to us all.

Meet The Team Behind the Scenes: Alexandru Aluchi

Meet Alex, one of our top talented Sr. Technical Consultants at Devhd. With 10 years in the IT Industry and over 5 years developing and implementing ServiceNow solutions for enterprise customers, Alex is critical to the success of our large-scale implementation projects.

His Super-NOW-Power lies in amazing our customers with beautiful user experiences, crafted meticulously using the Service Portal technology. When it comes to UI/Portal projects, he finds joy in exploring new components and functionalities, pushing boundaries to create remarkable user experiences. Alex’s keen eye for detail and dedication ensure that he continues working on a project until he achieves outcomes that truly satisfy him.

Alex passionately believes in the power of loving what one does, as it fuels the motivation necessary to excel. Some of the lessons learned throughout his journey are to go the extra mile, avoid doing things half-measure, and keep working and learning as these will make anyone valuable.

In addition to his technical expertise, Alex has a remarkable talent for narratives. When delivering presentations, he effortlessly captivates the audience with his skillful use of analogies. By employing relatable comparisons, he ensures that complex concepts are easily understood, leaving a lasting impact on his listeners.

Furthermore, he embraces life’s endless possibilities with determination and curiosity, knowing that each holds the potential for extraordinary growth and impact. As Carbon aka NarcoBranco wisely said, ‘Maybe life doesn’t have any meaning, but the beauty lies in giving it a purpose.’

Alex is a proud father to a wonderful girl and finds joy in spending his free time with family, playing football, and mountain hiking. Exploring the great outdoors allows him to relax, to find inspiration and a balance in his busy life.

At Devhd, we consider ourselves fortunate to have Alex as a valuable member of our team. With his creative mindset, passion for UI/Portal projects, and delightful sense of humor, Alex brings a distinctive energy that keeps us motivated and inspired. Together, we craft extraordinary experiences and drive the success of our projects.

Exciting Partnership Announcement!

Devhd and Wrangu are pleased to announce a new partnership that brings enhanced services and expertise to our valued customers. The partnership combines Devhd’s deep knowledge of the ServiceNow platform with Wrangu's niche specialization and industry-leading knowledge of Integrated Risk, Security, and Data Privacy Management.

We are excited about the opportunities this partnership presents and we are confident that our combined strengths will deliver exceptional value to our customers. Together, Devhd and Wrangu are committed to driving innovation, delivering excellence, and helping organizations thrive in the digital era.

At Devhd, our mission has always been to provide exceptional services and solutions to our valued customers. Through this partnership, we are expanding our capabilities and broadening the range of solutions to better serve our customers.


About Wrangu

Wrangu is a proud Elite ServiceNow Partner that works with businesses to help them navigate the complexities of the data protection and privacy industry. They provide tailored-made software and solutions for Governance, Risk and Compliance (GRC), and Security Operations (SecOps) based on the ServiceNow platform.


About Devhd

Devhd | Premier ServiceNow Partner is a pure-play ServiceNow professional services company. Founded in 2016, we specialize in delivering custom, practical and sustainable digital workflow solutions, with a key focus on enterprise application development and integration. We are proud to be the first Romanian company to take on the challenge of delivering enterprise digital transformation through the ServiceNow Platform. Our ServiceNow capabilities include IT Service Management (ITSM), IT Operation Management (ITOM), IT Asset Management (ITAM), HR & Employee Experience, and Customer Service Management (CSM).


If you have any questions or would like to learn more about how our partnership can benefit you, feel free to reach out. We're here to help and we look forward to serving you with even greater capabilities.

#PartnershipAnnouncement #ServiceNowPartners #DigitalTransformation

Making a Difference: Our Giving Back Journey

True success lies not only in business achievements but also in making a positive impact on the communities we are part of. At Devhd, we are passionate about giving back and extending a helping hand to those in need, particularly focusing on children and the elderly.

"Giving back to those in need is a lifelong value we learned as children. Today, part of our mission is to make a meaningful difference in the lives of others." - Adrian Herdan,  Founder and CEO at Devhd | Premier ServiceNow Partners.

Mia's Children: A Home with Hope

In our ongoing journey of corporate social responsibility (CSR), partnering with Mia's Children, an extraordinary association in Romania was a privilege. Their mission is to rescue children and young people in need, providing them with a loving and nurturing home and environment. Their vision goes beyond mere shelter, aiming to educate and empower generations to become happy, healthy contributors to society—both physically and emotionally.  Their dedication is truly commendable.

It was an indescribable experience to have the opportunity to connect with the incredible children there. Witnessing their united big family of over 40 individuals was heart melting. These children, with their immense talent, gifts, and education, radiate a light that is simply captivating.

Recognizing the ongoing needs within this organization, Devhd joined forces to support their cause, even in a small way. We ensured that all children have access to safe drinking water by donating a filtered water dispenser. This simple contribution will improve their overall health and well-being. Additionally, the children received summer sports equipment for their physical activity, and joy. 

"I strongly believe that every child carries in his being a treasure. It is our duty to discover it, and through the force of love and the skill of the grinder to make it vibrate by stretching its wings in front of humanity. Every child raised by us is a living proof of the treasures found and harassed, given to society." says Mia Scarlat, the founder of Mia's Children, with an enourmous heart & ambition.

You are more than welcome to join this alliance of change. To learn more about Mia's Children and their inspiring work, please visit their website at Together, we can create a brighter future for these children.

Caring for Children and the Elderly

Significant changes in our society require a joint effort from businesses and the NGO sector. When we come together, combining our brainpower, heart, effort, and resources, the circle of good becomes even larger. At Devhd, we hold a deep sense of responsibility towards both children and the elderly, acknowledging their vulnerability and the importance of their well-being. We believe that every person, regardless of age, deserves access to basic necessities and the opportunity to feel loved and supported.

In the past year, we had the privilege of participating in other two community initiatives: "Incalta un Inger" and "Fondul Varstnicului." Through our partnership with Asociatia Dragoste Desculta, we contributed to the "Incalta un Inger" project. Witnessing the joy and gratitude on the faces of these children reminded us of the power of a simple act of kindness.

We also collaborated with Fundația Regală Margareta a României for the "Fondul Varstnicului" initiative, which focuses on supporting the elderly. Together, we provided care packages containing essential items such as food, personal hygiene products, and warm clothing for those in need. Witnessing the smiles and appreciation from the elderly was truly heartwarming.

To learn more about the organizations we partnered with, Asociatia Dragoste Desculta ( and Fundatia Regala Margareta a Romaniei (, and their work, please visit their websites. They are making a difference all year round and we encourage others to get involved and make a positive impact as well.

Community Involvement

Giving back is not a one-time effort but an ongoing commitment; corporate social responsibility is not merely a box to tick but a continuous journey. Whether it's providing basic necessities, education, or emotional support, by collaborating with organizations like Mia's Children, Asociatia Dragoste Desculta, and Fundația Regală Margareta a României, we aim to make a lasting and meaningful impact on the communities we are part of.

We deeply appreciate the chance to make a difference. It is through collective efforts, with other successful companies, NGOs, and volunteers, that we have the power to transform lives and contribute to a more equitable and compassionate world. Join us in Inspiring Change Together!

“No act of kindness, no matter how small, is ever wasted.” – Aesop

Devhd is attending ServiceNow Knowledge 23!

We are thrilled to announce that our founder, Adrian Herdan and Technical Lead, Bogdan Ionescu will be attending this years, ServiceNow Knowledge 23 conference in Las Vegas, Nevada, from May 14 to May 18, 2023. This is a huge opportunity for us to learn, discuss and share our knowledge with the very best in the industry, network with other ServiceNow enthusiasts, and showcase our innovative solutions for the ServiceNow platform.

ServiceNow Knowledge 23 is the largest gathering of ServiceNow customers, partners, experts, and developers in the world. It's the place where shared learning happens, connections are born, and new ideas come to life. With hundreds of content-packed sessions, inspirational keynotes, hands-on demos, and immersive experiences, attendees will seehow the ServiceNow platform makes it possible to transform their business.

As a Premier ServiceNow partner and leading Consulting and Implementation partner, we at Devhd are always looking for ways to stay up to date with the latest trends and best practices in the ServiceNow ecosystem. That's why we are excited to participate in the pre-conference training and CreatorCon events at Knowledge 23.  Pre-conference training will be a great way to accelerate our skills at Knowledge—lots of fun and learning in store - and finally it's all live at the event. This year we decided to takle Security Operations. Stay tuned for more!

CreatorCon is also on our list.  It is the ultimate event for anyone who wants to build apps on the ServiceNow platform. We will get step-by-step guidance on building low-code apps with little to no help from our experts. We may also have the chance to compete in the CreatorCon Hackathon, where we can showcase our creativity and problem-solving skills by building an app that solves a real-world challenge.

We are looking forward to attending Knowledge 23 and sharing our insights and experiences with you. We believe that this event will help us grow as a company and as individuals, and enable us to deliver better solutions for our clients. We hope to see you there!

If you want to learn more about ServiceNow Knowledge 23 and register for the event, visit

We are looking forward to meeting you at Knowledge 23 and sharing our insights and experiences with you. If you are interested in learning more about our services and products, or if you want to schedule a meeting with us during the event, please contact us at We would love to hear from you!

2022 in Review

2022 has been a memorable year for Devhd as we achieved significant milestones and accomplishments. We are a proud ServiceNow Technology, Services, and Sales Premier Partner, we expanded our footprint by opening a new office in Germany allowing us to better serve our clients and tap into new markets and our commitment to providing the highest quality service is reflected in our impressive customer satisfaction score of 4.95 out of 5.

Here’s to an even more successful 2023!


Devhd is Great Place to Work® Certified: Our Commitment to Employee Satisfaction and Growth

Devhd is proud to announce that it has been certified as a "Great Place to Work" by the Great Place to Work Institute, which is a reflection of our dedication to creating a work environment that prioritises positivity, inclusivity, and employee satisfaction. With an impressive score of 100% in areas such as equal opportunities and inclusion, employee recognition, supportive culture, and interesting and innovative projects, we are honoured to be acknowledged for our dedication to our team.


At Devhd, we understand that the key to our success as a company lies in the satisfaction and happiness of our employees. That's why we place a strong emphasis on fostering a positive and supportive work environment. From offering competitive compensation and benefits, to providing opportunities for professional development, we are dedicated to ensuring that our team members can thrive.


Obtaining the Great Place to Work® certification is a rigorous process that involves an in-depth evaluation of the company culture. Results are determined by the real-time reports of the employees, who are surveyed on various aspects of the work environment, including trust in leadership, fairness, camaraderie, and more. The survey results are then compared to those of other companies in the same industry. Only companies that meet the high standards set by the Great Place to Work Institute are awarded this certification. The survey respondents indicated that Devhd excels in areas such as equal opportunities and inclusion (100%), management genuinely seeks and responds to suggestions and ideas (100%), and people are encouraged to balance their work and personal life (93%). Our dedication to these core values is what sets us apart.

As a certified Great Place to Work®, we are able to attract and retain top talent, which in turn provides clients with the highest level of service and expertise. Our commitment to creating a positive and supportive work environment means that our employees are engaged, motivated, and invested in the success of our clients. Additionally, a focus on equal opportunities and inclusion, employee recognition, and a supportive culture builds a diverse and innovative team, that brings fresh perspectives and ideas to the table. Choosing Devhd as a partner means that clients can trust they are working with a team that is dedicated to their success and is committed to delivering the best possible results.


It's an honour to have received this certification and we will continue to strive to make Devhd an even better place to work. Our team members are the driving force behind our success, and we are grateful for their contributions. We look forward to continuing to grow together as a team, and to providing our clients with the highest level of service and expertise.


Great Place to Work® is an international research and consulting institute that supports companies in around 60 countries in developing their corporate and workplace culture. A culture focussed on trust and performance not only ensures motivation and loyalty from employees, it also strengthens the economic performance of a company. It makes a significant contribution to successfully managing change processes such as digital transformation or demographic change. Each year, Great Place to Work® grants certification to very good international, national, regional and sector-specific employers in recognition of their performance on the basis of anonymous employee surveys and the corporate culture analysis.

Team building, 2022 - A December to Remember


Building strong teams for better outcomes.

There are many creative ways to build team spirit and morale in the workplace and the most impactful one is organizing team building activities. They can help foster teamwork and improve communication and collaboration within a team.

A shared understanding is essential for effective collaboration; it provides a common foundation for the group to reference, enables accurate interpretation of situations and choices, helps people understand one another better, and greatly increases efficiency.

What are the key elements of a successful team building? 

As the saying goes, a change of scenery can do wonders for the mind and body. That is why Devhd team decided to take our team building to new heights - literally - by heading to the mountains for a unique and engaging experience. 

As the winter team building kicked off, we gathered to review the achievements and lessons learned from the past year. It was a valuable opportunity to reflect on the progress made in 2022 and to identify areas for improvement in the coming year. We were excited to share our accomplishments with each other and to learn from each other's experiences. It was the perfect time to set goals for the future and to discuss our strategies for achieving them.

At Devhd, we place a strong emphasis on both professional and personal growth. In this team-building exercise, we had the opportunity to learn from our friend Alex Aninosanu from Think Backwards through a live training session. We got to know each other better and learn how to work together more creatively and effectively. This day was a productive and inspiring start to our team building.  

"Devhd is one of my favorite clients! I feel so proud when I see a local entrepreneurial company that invests so much in the development of its team. Keep rocking and being awesome guys! This is one of the main reasons why you attract the best talent and bring so much value to your customers." Alex Aninosanu, trainer at Think Backwards.

It is important to find a balance between having a clear purpose and enjoying the experience. Therefore, we continued with a traditional dinner in the beautiful city of Brasov, Transylvania. This was designed to break the ice, come together as a team, and welcome our partners who joined the team building.  

The fun did not stop there. The next day, our team gathered for what they thought would be a typical Developer Showcase. Little did they know, we had a special surprise in store for them – the very first ServiceNow Hackathon in Romania! 

What is a hackathon you may wonder? A hackathon is an event in which teams come together to collaborate on and develop innovative ideas, often using a specific platform or technology. These events are a fantastic way to bring people together, encourage creativity, and provide team members with an opportunity to learn from each other and build new skills.  

First ServiceNow Hackathon in the World

A little bit of history: at Knowledge15, the ServiceNow annual conference, held in Las Vegas, in 2015, they launched the first edition of the CreatorCon Hackathon, an add-on event specifically designed for ServiceNow developers. About 1,250 of them dedicated 2 days to (learning about) creating applications on the ServiceNow platform. It was easy, it was fun and it was central to the founder’s vision.  

Fred Luddy founded ServiceNow in 2004 and this is what he had in mind about the Creators: “When I started ServiceNow,” he said, “my vision was to build a cloud-based platform that would enable regular people to create meaningful applications to route work through an enterprise.”  

So, I asked Adrian Herdan, Devhd founder: What inspired you to organize the first Hackathon in Romania? 

“Together with Florin Danis, my partner, we had a dream to build a ServiceNow community in Romania, as there was none when we first started to work on the Now Platform. We wanted to put Romania on the map through our dedication and hard work in this field. The first hackathon, the formation & the continuously growing Devhd team are key milestones in achieving this dream.” 

First ServiceNow Hackathon in Romania 

The team was prepared to present & demo new ServiceNow capabilities in a typical Developer Showcase. However, during a brainstorming session, our colleague Bogdan Ionescu challenged us with the idea of organizing a surprise Hackathon. The proposal sparked excitement and enthusiasm within the team, so we quickly rallied around the new plan. 

Getting back to our special day, instead of the Showcase, imagine waking up to the following plot twist: 

“100 years in the future, humanity will be able to explore other solar systems across the galaxy thanks to advanced technology. The World Space Center (WSC) is close to completing the first-generation ship for interstellar travel. To efficiently manage the operation of space travel, WSC has invited companies to pitch and demo ideas to solve operational problems. The winning company will receive the contract and be a part of the journey. Your start-up, which builds and implements digital workflows for enterprises, plans to take on this challenge and believes Service Management principles can be applied to create applications for managing space exploration operations in ServiceNow. As part one of the 4 teams tasked with ideating, building, and pitching a prototype app, you will work on a topic that will be part of the Space Service Management Application Suite (SSM).”   

Four teams were formed, each chose a name and challenge, and they built an app in ServiceNow:  

  • Space Cheese – supply chain management  
  • Space Rangers – training and certifications  
  • Sirius Explorers - star navigation  
  • Now Mercenaries - weapons and ammunition  

The Hackathon was a true exercise in teamwork and dedication. Everyone brought their A-game, brainstormed and coordinated to develop some fantastic projects that centered on space travel and resource management. Thoroughly watched and guided by Adrian Herdan, Alex Aninosanu and Titus Schoebel, our three judges, this activity created surprising learning opportunities and increased trust in our own judgment. We were able to leverage the powerful resources of the ServiceNow platform to bring our prototypes to life, and the results were nothing short of amazing.  

Throughout the day, we were constantly reminded of the value of togetherness and trust in the workplace. It was an intense day where we needed all the technical expertise, critical thinking and business knowledge we had. This was a reminder that when we all work together towards a common goal, success is sure to follow. 

What were the most innovative apps?  

The winners of the Hackathon - Space Rangers, created an automated training & certification program in the Now Platform. Utilizing the SkillFit wearable device, the system evaluated each crew member's skills and assigned custom training tailored to their abilities. The data was centralized for efficient knowledge transfer and analyzed through a predictive intelligence clustering tool to identify top skills for everyone. The system also featured an Idea Portal for feedback, a custom dashboard and pie chart for crew analysis, and a training application called Space Training. This was built with App Engine Studio and included data models, user interfaces, automated workflows & user role management for enhanced productivity, security, and access delegation. 

Coming up next, the Sirius Explorers team presented an innovative Space Event Management system which was sending a probe years ahead of light and analyzing the data received. Additionally, in case of a dangerous space event, all ships on that route were notified. This app stood out by integrating with the other apps built during the hackathon, offering location services for weaponry, training, and logistics. 

The star of their project was the successful implementation of the virtual agent chat bot using a Natural Language Understanding NLU Model, which enabled the bot to understand, process, and respond accordingly to the queries and requests of the user. The team made a live demo of the chatbot, where members of the audience could engage with the bot by asking questions and interacting with it. 

Other ServiceNow capabilities tackled by the teams when building their prototype apps were Hardware Asset Management, Service Catalog, Risk Assessment, Change Management, Event Management, Purchase Orders, Employee Center (custom widgets), Asset Management, Request Management - Order Guides, Custom Service Portal Widget, Knowledge Management and more. 

“If we ever actually have to build a Space Service Management module, Devhd | Premier ServiceNow Partner is now prepared,” said Adrian Herdan, our founder. 

We left the Hackathon feeling inspired and motivated, knowing that the ServiceNow platform will always be a playground for innovative and creative work. We are already looking forward to the next edition, knowing that with the right team and focus, the sky is the limit.  

The importance of working towards a common goal

The following day, we relaxed and went on a hike, putting our teamwork and problem-solving abilities to the test by escaping from four escape rooms. Later, we came together around a campfire, watching the world cup semi-final, singing and dancing, and creating cherished memories with our team. 

Our co-founder, Florin Danis, used an analogy, saying "if Devhd | Premier ServiceNow Partner - were a footbal team, we would compete in the major league" following the semi-finals.  

Overall, it was a truly special and engaging team building that brought the team closer together and reminded us of the importance of working towards a common goal. Together, we can achieve more than we could individually. And with the right tools and resources, our team will continue to make progress and improve performance.  

The beautiful surroundings, combined with the excitement of the first ServiceNow Hackathon in Romania and other team building activities, made for an unforgettable experience. We, as a team, are grateful for the chance to come together once more and we are looking ahead to a bright future. Who knows what fresh ideas we will come up with next time? One thing is certain: the future looks bright when you aim for the stars. 

Highlights and takeaways from Knowledge 22

Recently we attended Knowledge 2022, the flagship event of ServiceNow, bringing together experts, customers, and partners from all over the world around the latest industry trends and platform upgrades. 

After the pause due to Covid-19, this year’s Knowledge included four in-person events in New York, Las Vegas, Sydney, The Hague, and was also available online. 

Although smaller than the events we previously attended in the US, the event in The Hague felt more powerful than ever. The message and content reassured us that the business opportunities in the ServiceNow environment are on a growing path over the coming years. 

The event took place between 11-12 May and included a keynote session, panel discussions, demos, and roundtables, all of which we found very insightful not just for the work we’re currently offering to our clients, but also for our future projects.

During the keynote, ServiceNow CEO Bill McDermott talked about the growing industry need to develop business apps, and how low-code can play a key role in the global shortage of expert developer support.  

This was followed by an App Engine challenge where two participants showed how easy it is to build apps in the ServiceNow environment, one building an app to book pet care services, and the other a travel booking app.  


The talk of town was around AI and Hyperautomation/ RPA, the Service Operations Workspace, Citizen Development, and ESG. 

The ServiceNow RPA space now comprises four main features: the RPA management hub where you can manage and orchestrate robots, native integration (similar to the Flow Designer), the Desktop Design Studio where you can setup robot workflows, and ready-built components and tools.

The Service Operations Workspace is a new platform addition that offers different teams at an organization a unified experience to prevent and resolve incidents contextually and quickly. 

Regarding Citizen Development, we learned that more and more companies are looking at making this a reality in their workplaces, and that traditional developers play a key role in facilitating this transition.  

NN’s Ashutosh Munot offered some really interesting insights into this topic during his talk 007 A bond stratedy to enable citizen development, where he elaborated on the concept and on the advantages that companies should look for when working with citizen developers.

Environmental, Social, and Governance (ESG) is becoming hotter by the day, as companies realize that although factors here are not necessarily financial, this approach minimizes risk and can positively impact their ROI in the long run. 

Lightstep is another new platform addition that offers developers and site reliability engineers agility and real-time overview when pinpointing the source of issues in incident resolution, helping teams reduce downtime more efficiently. 

And the new Customer Engagement Messenger provides an improved low-code approach to embed self-service functions in a web page or via links in other content such as email. Companies can add functions such as proactive recommendations, configurable cards, intelligent AI search, knowledge management, helping to increase self-service ROI by reducing the customer journey effort.  


At the event we also joined several one-on-one sessions with ServiceNow experts for the designer, integration, and service owner workspace, which helped us gain first-hand advice for using these features in our implementations. 

We’re happy to see that ServiceNow stays committed to ‘making the world work’ and that the excitement remains high among the NOW professionals and community.

The continued demand for workflow automation on a platform that offers customers simplicity and clear investment perspectives and ROI are some of the factors for which we advocate Bill McDermott’s statement that ServiceNow is on the path to become the ‘defining enterprise software company of the 21st Century’.

Want to find out more about how we can help your organization optimize productivity, cost and resilience in IT service, business, and operations management? 

Get in touch with us and start your digital transformation journey today! 

ServiceNow Portal Widget Bookmark feature

Introducing Bookmark Service Portal Feature.

Employee Experience is at the core of DevHd – Service Portal solutions, the Servicenow Knowledge, Catalog and employee driven records (incidents, requests, etc.) can have considerable size and navigating them is time consuming, so we use multiple access points to enhance UX and reduce clutter.

Quick access to your favorite Catalog Items, Knowledge articles or tickets you follow closely has never been easier.

Our Bookmark feature gives you the power to save any of those to your favorite’s custom menu and access them at anytime from anywhere within the Service Portal.

Paris release top 5 new enhancements

Last week, we shared with you our top 5 new applications available in the Paris release and because this release brings a lot of enhancements in this article we would like to share with you our top 5 enhancements available in the Paris release. In the Flow Designer interface, action numbers now start with 1 and then increment by 1 as you add more actions to your flow. Legacy action numbering incremented by 1 for each main section and then incremented by .1 for each nested subsection, such as in a Do the following in parallel flow logic block.

1. Flow Designer

The new Paris release comes with a major release regarding Flow Designer and it brings to the table a lot of new features that will speed up your development by creating reusable content that can be used in any flow.

In the Flow Designer interface, action numbers now start with 1 and then increment by 1 as you add more actions to your flow. Legacy action numbering incremented by 1 for each main section and then incremented by .1 for each nested subsection, such as in a Do the following in parallel flow logic block. If your flow actions contain any inline scripts that reference legacy action numbers, you have the option to automatically update your scripts according to the new numbering method.

As we looked up all the new features for the flow designer, we tried to come up with a list of our favorites but all the new features bring a new perspective about the Flow Designer and increase its usability even more. If you do not take our word look for yourself at this cool new features 😉

Important information for upgrading Flow Designer to Paris 

Specify what content a user can access based on the user’s role. 

Create flows and subflows that run with specific roles. Assigning roles enables you to create user-initiated flows that run with their own roles rather than the user’s roles. 

Save complex objects as templates for use as outputs in steps or actions. 

Look up and delete multiple existing records as a single action. Using this action removes the need to separately look up a list of records and then delete the list with For Each flow logic.

Duplicate an action or subflow within a flow.

Get multi-row variable sets when accessing ServiceNow®Service Catalog variables. 

Use a transform function to return a value associated with a matching data-pill key. 

Send an SMS text message to specified users or groups as an action in a flow. 

Create a requested item [sc_req_item] on a Service Catalog Request [sc_req]. 

Use the Run test in background option to test a flow, subflow, or action asynchronously in background. 

Look up and update multiple records as a single step. Using this step removes the need to separately look up a list of records and then process the list with a Script step. Set field values with a template or add and configure them using data pills. 

Look up and update multiple records as a single action. Using this action removes the need to separately look up a list of records and then process the list with For Each flow logic. Set field values with a template or add and configure them using data pills. 

In an inline script or Script step, use the hasApprovals() method in the FlowAPI class to determine if a flow contains any Ask for Approval actions. 

Collect data from agents interacting with a Workspace playbook. Use this data to create reusable activities for process owners using Process Automation Designer. 

If adding flows with actions or ServiceNow®IntegrationHub spokes to an instance with those actions or spokes missing, the flow will successfully open and provide a warning for each missing action. 

2. Integration Hub

In Integration Hub we have JSON Streaming Builder and XML Streaming Builder APIs that will help developer lives even more. In these APIs you can build a large streaming or non-streaming JSON or XML payload to use in a REST or SOAP request to send bulk data to a third-party API. For example, you can use these APIs to create a JSON payload in the ServiceNowFlow Designer Script step and pass the returned value to the REST step to send the request to a third-party service. 

Other new features introduced in the Paris release are: 

Add the JSON parser step in ServiceNow®Action Designer to map inbound JSON payloads to complex object outputs. Access these outputs as data pills in your flows for outbound integrations. 

Apply an IP access control to outbound traffic, inbound traffic, or bidirectional traffic. 

View and configure your connection and credential aliases through a simplified interface. Add new connections, edit existing connections, and view connection details. 

Support several connections to a single integration provider. Select connections for flows, subflows, and actions directly from a flow. 

And in case the user cannot find what he is looking for, there is a suggestion at the end allowing him to open an incident or browse the request catalog.

Example of XMLStreamingBuilder 

3. Evaluate expressions in runtime

long awaited update for the Script Debugger console finally reach out to make the debugging easierwe don’t know about you, but the fact that we weren’t able to change the variables within the script debugger console was a bit frustrating, and now this is solved. 

Let us get started on how evaluate expressions in runtime using Console. 

#1 First you need to open the System Diagnostics > Script Debugger. 

#2 Setup a breakpoint and trigger the script 

#3 Start debugging and after the script is triggered you will see that the script paused at the first breakpoint. 

#4 Click the upward arrow to expand the console pane. To start evaluating an expression you just write it in the console and press enter, to enter multiple lines of expression, press Shift + Enter after each line. For example you can define a new variable var x = 10, you can change a variable that is already defined in the script and you can call any function that is defined which I think it is pretty cool. 

4. Mobile push notifications

In Paris release mobile push notifications become even more user friendly as they give the user an actionable push notification that can be configured to contain up to 3 actions. The actions that are currently supported are: 

Action item 



Chat launcher 

The buttons can either be configured to open the app into the desired location or be actioned from the notification pane. The action from the notification pane can be instantaneous or with a free text field to comment your action. 

5. Enable external users to self-register to your ServiceNow instance

The external user self-registration feature enhances identity verification to improve customer experiences and supports commonly used registration flows. 

External user self-registration enables a large group of users to register to a ServiceNow app without the help of an administrator. For example, your visitors can register themselves to the parking app. Each visitor can complete an automated registration process. This system could generate a parking number, unique to each visitor, and ensure they have a parking space. 

To use this feature, you must activate the External User Self-Registration plugin and enable the blacklist property if you are upgrading to Paris. 

After configuring an app with necessary tables, you should configure the registration, including a pre-registration flow, field mapping, post registration mapping, captcha, role mapping and post registration flow. 

ServiceNow Paris release top 5 new applications

We are happy to be among the first who are knowledgeable about the new release and we found some great features and improvements in the Paris release.

Early Availability is a ServiceNow early release program that allows qualified, existing customers and select partners to upgrade to a ServiceNow new release before Market Launch, when it then becomes generally available.

We consider the Early Availability a good chance to learn about the new features and enhancements, and to review and test them to always stay up to date and to be able to share them with the customers.

In this article we are sharing with you our preferred top 5 new applications available in the Paris release we think you should know about:

1. Process Automation Designer

Starting with the first, Process Automation Designer is a new application that enables the process owners to create a single, unified process. You can also use Process Automation Designer to provide end users with a simplified, task-oriented view of your process.

With Process Automation Designer you can:

#1 Connect multiple flows and actions into an end-to-end business workflow.

#2 Reuse existing Flow Designer flows, subflows, or actions to automate process activities.

#3 Organize process activities in a digitized task board interface.

#4 Guide end users to complete a process in a task-oriented interface, such as a playbook.

To get the Process Automation Designer in your platform you must have a Now Platform App Engine subscription.

To create a Process Automation, you will have to navigate to Process Automation > Process Automation Designer and click New.

After you define the Process it will run when all the trigger conditions are met. As a result, the system creates a Process Execution record and renders any previously configured user-facing views of your process.

2. Natural Language Query

Natural Language Query is a new application in the Now platform that promise to bring an easier way for the users to find the answers to all their questions. It enables you to quickly get answers from data in your instance by entering plain-language questions into the user interface.

Natural Language Query is a simple powerful application that could bring a lot of benefits to a company. The features that this application have are the following:

Create custom synonyms for keywords and semantic shortcuts with conditional definitions to increase positive query results for NLQ users. The synonyms and conditions you create are key components that help the system respond accurately to your records-related questions.

Get answers to your records-related queries by entering plain-language questions directly into the Analytics Q&A user interface. You can ask questions such as “How many open cases are assigned to me?” to get an immediate answer

3. ServiceNow Upgrade Center application

ServiceNow Upgrade Center is a new application that is active by default in the Paris release and can be used to plan and manage your upgrades.

The application comes with some useful features:

Upgrade Preview

Allows you to explore and preview upgrades to different ServiceNow release versions and see how your instance might be impacted with your current configurations. The Upgrade Preview utility helps you to plan, schedule, and prepare for an upgrade.

Preview skipped list prediction

This feature allows you to reduce post-upgrade review time by previewing the records that have been customized and are different from the upgrade version being previewed and might get skipped due to your customizations in the instance.

Upgrade Monitor module

Here you can view the upgrade summary and the list of records causing conflicts in your instance once the upgrade is complete.

Upgrade History module

The module tracks every upgrade made to an instance. You can also view the complete report of an old upgrade or a recently completed upgrade version using this module.


This module contains properties for managing Upgrade Center.

4. Hardware Asset Management

This is a new application in which you will need a license to activate it in your Now platform, but it comes with some powerful capabilities for workflows and automations to maintain your assets.

Hardware Asset Management comes with the following features which we think will improve quite a lot the way your company manages their hardware assets:

Keep your asset data accurate by automating the update of your asset records throughout the asset’s life cycle. Automated workflows and asset tasks help you to keep accurate records of your assets and reduce manual updates to assets and their associated CIs. Hardware Asset dashboard

Get a comprehensive view of your hardware assets through the entire asset life cycle. You can get insights into your asset inventory, disposal status of assets, approaching timelines for end of life stages, and pending purchase orders. Hardware model normalization

Get visibility and control of your hardware models and assets throughout your IT environment. You can use the hardware library and normalization rules to gauge your hardware assets and plan for a refresh when an asset approaches its end of life. You can also normalize details, such as the manufacturer, product, model, and device type of your hardware and consumable models. Auditing your asset inventory

Conduct scheduled or unplanned audits of your stockrooms and other locations such as offices or datacenters. You can use the ServiceNow® Agent mobile app to scan hardware assets for the audit. You can also view detailed audit results to see the assets that are expected at the location and the assets that are found. Quick start tests for Hardware Asset Management

After upgrades and deployments of new applications or integrations, run quick start tests to verify that Hardware Asset Management still works. If you customized Hardware Asset Management, copy the quick start tests, and configure them for your customizations.

5. Workforce Optimization for ITSM

ServiceNow Workforce Optimization for ITSM is a new application in the Paris release, that can be used to improve the quality and efficiency of service teams and enhance team satisfaction.

It allows you to assess the needed skills for your organization and to use Predictive Intelligence to identify skill gaps and recommend coaching and training needs for your team.

This application is part of the new ITSM Enterprise offering and it comes with the following features:

Customizing the Workforce Optimization landing page

You can customize your home page to monitor metrics and trends that matter most to you and you can use the User Interface (UI) Builder to add data visualization components to display widgets and reports that you want to track and monitor.


This feature allows to manage the scheduling for your organization from a central location.

The managers can plan and manage shifts, add breaks, preview schedules, and time-off requests for the team.

The agents can manage their own schedules by swapping shifts with their colleagues or create time-off requests.


Teams can be used to track and analyze performance trends for the teams from a single location. You can monitor the trends for each agent within your team and compare your agents or team members with one another. With Teams, you can identify skill gaps so that you can recommend which skills are needed to coach your agents.

Predictive intelligence for coaching and training

Gain visibility into how your teams are performing in real time. You can use skill recommendations and continual coaching cycles to enhance your agents’ skills.


Use the Coaching application to do the following:

Identify coaching opportunities from critical points in the process that need improvement.

Automatically generate assessments to measure the quality of completed tasks.

Use surveys to apply consistent, measurable scores that highlight exceptional moments of service or areas that need attention.

Channel Management

Use channels to route work to specific queues. You can review the real-time performance of your team members as they actively work on tasks across channels.

Roles added to Workforce Optimization for ITSM

Use the new roles added to Workforce Optimization for ITSM to monitor your teams’ performance, manage queues, schedule, coach, and train your agents.

Domain Separation

Separate data, processes, and tasks into logical groupings in Workforce Optimization for ITSM with domain separation. You can then control aspects in each domain, including which users can see and access the data.

Get Back to work with ServiceNow Safe Workplace

The companies are trying to find the best solutions on how to prevent the spread of COVID-19 in the workplace, to enable workers to return to work safely while keeping the risk of contamination as low as possible. Getting employees back to the workplace requires careful planning, execution, and agility on the part of organizations.

Organizations using digital transformation with automation and digital workflows in place will find faster solutions to get back to work more efficiently, productively, and safely.

ServiceNow Safe Workplace is a four-app suite and dashboard that aims to help you manage the essential steps for returning employees to the workplace and support everyone’s health and safety.

Employee Readiness Surveys

An application designed to help you address a series of questions and gather feedback from your employees about their health and readiness to get back to the workplace, including preferred return timeframe. Based on the feedback received, you can determine the actions you need to take to ensure you find the solutions that helps them feel safe and secure.

Get the application from the ServiceNow store:

Employee Readiness Surveys app

Employee Health Screening

This application allows you to check if the employees meet all health and security requirements before they enter the workplace, according with your site’s entry rules, including temperature check and appropriate personal protective equipment. The application can be used by a receptionist, a professional nurse or any other individual assigned to manage your facility.

Get the application from the ServiceNow store:

Employee Health Screening app

Workplace Safety Management

This application helps workplace service managers to coordinate the return process by using shifts and assigning employees to pre-configured safe workspaces, automating cleaning tasks to ensure shifts readiness and gives you an overview on the workspace availability and cleaning history.

Get the application from the ServiceNow store:

Workplace Safety Management app

Workplace PPE Inventory Management

The Workplace PPE Inventory Management application enables the organization to manage and monitor personal protective equipment stock by location and facility and it gives you a historical data on equipment needs and levels over time.

Get the application from the ServiceNow store:

Workplace PPE Inventory Management app

We are here to help you implement and configure the apps fast and tailored to your needs.