Insights
Notes from the work,
not the marketing team.
What we've actually run into building ServiceNow platforms, agents on Claude, and product software. Specific enough to be useful, honest enough to be worth reading.
What an AI agent actually does on a ServiceNow instance
"Agentic AI" gets used to mean everything and nothing. Here is the concrete version: what an agent reads, what it writes, where it must stop, and how to tell a genuinely useful one from a chatbot with a new label.
ServiceNowAI Agents4 min readReadChoosing between a ServiceNow app and a standalone product
The same requirement can be a scoped app or a separate web and mobile build. Picking wrong is expensive in both directions. Here is the decision framework we use, including the cases where the obvious answer is the wrong one.
ServiceNowWeb & MobileArchitecture4 min readRead
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