Insights
What's changing on ServiceNow, with sources and dates.
Cited articles for leaders of global capability centers (GCCs) and GBS organizations, from GCC Now™, the ServiceNow Accelerator by ANSR × inMorphis.
Latest
Run and change
ServiceNow vendor cost and SI contracts: what's shifting
What it costs to run and change ServiceNow, and who does the work.
Deflection
How to measure ticket deflection without fooling yourself
Getting a person's need resolved on ServiceNow without anyone handling a ticket, and measuring it honestly.
AI governance
Assists and the AI meter: who owns the bill?
Counting, budgeting and stopping AI agents on ServiceNow.
Topics
Deflection
Getting a person's need resolved on ServiceNow without anyone handling a ticket, and measuring it honestly.
Deflection on ServiceNow →Ownership and mandate
Who owns the ServiceNow platform in a global capability center, and how that mandate gets earned.
Ownership and mandate →
Start with these
The ServiceNow Accelerator
What it is, what it does and what's outside it.
The Renewal Clock
Why to start nine months early.
Can your India center run this?
The case for HQ, in four claims.
Ticket deflection on ServiceNow
What it means and how to measure it.
Questions about Insights
How often do you publish?
Regularly, with a dated source on every figure. Meridian Notes sends new pieces every other Thursday.
Can we quote an article?
Yes, with attribution and a link. Quote figures with their owner and date.
Have a question we haven't covered?
By ANSR × inMorphis. A named lead from each firm joins your first call.