Category: Blog

In recent months, two major EU regulations — DORA (Digital Operational Resilience Act) and NIS2 (Network and Information Security Directive 2) —have made waves in the regulatory landscape. Both aim to enhance digital resilience but target different sectors and challenges. Understanding these differences is important for businesses to ensure compliance and protect their operations. At Devhd, as a Premier ServiceNow Partner, we can help streamline this process by leveraging the power of the ServiceNow platform.

What is DORA? 

DORA is a regulation designed to bolster the operational resilience of financial institutions in the EU. It aims to ensure that these entities can continue functioning during and after disruptions, whether from cyberattacks or other operational challenges. DORA focuses on ICT (Information and Communication Technology) risk management, incident reporting, resilience testing, third-party risk management, and information sharing.

Key sectors under DORA: 

• Banks and other non-banking financial institutions 
• Insurance companies 
• Investment firms 

What is NIS2? 

NIS2 is an updated directive aimed at improving cybersecurity across various critical sectors in the EU, expanding on the original NIS directive. Unlike DORA, which is narrowly focused on the financial sector, NIS2 applies to a broader range of industries. The directive seeks to unify cybersecurity requirements across EU member states and mandates measures for risk management, incident reporting, and information sharing. 

Key sectors under NIS2: 

• Energy 
• Transportation 
• Healthcare 
• Digital infrastructure 
• Water services 

Differences Between DORA and NIS2  

While both DORA and NIS-2 aim to enhance cybersecurity, they differ in several key aspects. Here’s a breakdown of how these regulations differ in their scope, regulatory approach, focus areas, and penalties: 

1. Objectives: NIS-2 aims for a broader societal goal of improving overall cybersecurity and it covers a wide range of critical infrastructure sectors, including healthcare, energy, and transport, while DORA focuses specifically on the resilience of the financial sector and its ICT service providers. 
2. Requirements: Besides cybersecurity, the regulations differ in specific requirements. For example, NIS-2 focuses on supply chain security, while DORA emphasizes risk management of third-party technology providers. 
3. Legal Form: NIS-2 is a directive, requiring individual member states to implement it into their national laws. DORA, as a regulation, becomes automatically applicable in all member states on the specified date. 
4. Compliance Audits: NIS-2 requires security audits every two years, while DORA mandates stricter testing, including threat-based penetration tests every three years and annual resilience testing. 
5. Affected Organizations: NIS-2 covers 18 critical sectors, while DORA specifically targets financial institutions and related entities. 
6. Precedence: In case of overlap, DORA takes precedence over NIS-2 due to its status as a "lex specialis" (specific law) for the financial sector. 
7. Focus Areas: 
   • DORA emphasizes operational resilience, with stringent requirements for ICT risk management and resilience testing. 
   • NIS2 focuses more broadly on cybersecurity and applies across multiple sectors with varying degrees of regulatory requirements. 
8. Penalties: NIS-2 outlines predefined financial penalties for non-compliance, that vary by country, while DORA leaves sanctions up to individual member states but aims for dissuasive fines. 

How ServiceNow can help

Navigating the complexities of both DORA and NIS2 can be challenging, especially for organizations operating across multiple sectors. ServiceNow offers a unified platform that can simplify compliance with both frameworks. From unified asset management through the CMDB to integrated risk management and incident response, the platform provides the tools needed to align with regulatory demands:

1. Unified CMDB: With a centralized Configuration Management Database (CMDB) on ServiceNow, organizations can track and manage assets across their entire infrastructure, ensuring that they meet both DORA and NIS2 requirements.

2. Integrated Risk Management: ServiceNow’s GRC (Governance, Risk, and Compliance) solutions enable organizations to manage risk effectively, providing the tools needed for continuous monitoring and reporting as required by both DORA and NIS2.

3. Incident Response and Reporting: ServiceNow’s Security Incident Response module helps organizations quickly address and report incidents, ensuring compliance with the stringent reporting requirements of both regulations.

4. Third-Party Risk Management: With the rise of ICT supply chain risks, ServiceNow offers solutions for managing third-party risks, which is crucial for both DORA and NIS2 compliance.

However, simply having the right tools isn’t enough. The real value comes from knowing how to implement and optimize them effectively.

Why choose Devhd, Premier ServiceNow Partner? 

At Devhd, we focus on what we do best: leveraging our deep expertise in the ServiceNow platform to help you meet your specific compliance needs. As a boutique partner, we bring a level of attention and detail that larger firms may overlook. We understand the intricacies of the platform inside and out, ensuring that you’re not just compliant, but also making the most of your ServiceNow investment. 

Whether it’s streamlining your risk management processes, improving incident response times, or ensuring third-party risks are managed effectively, we’re here to guide you every step of the way. 

Conclusion 

DORA and NIS2 present new challenges for organizations across the EU, but with the right partner, navigating these regulations becomes far more manageable. Get in touch with us today at contact@dev-hd.com to see you can make the most out of ServiceNow for your DORA and NIS2 compliance journey. 

Modern digital enterprises rely heavily on IT, demanding accurate real-time visibility into their IT environment. However, the dynamic nature of information technologies—characterized by software proliferation, virtualized infrastructure, cloud services, containers, and rapid changes—makes visibility into infrastructure like tracking a moving target.

In this article, we will provide an overview of the ServiceNow Configuration Management Database (CMDB) population strategy and explore various methods to maintain its health and reliability. Drawing on our experience with ServiceNow Service Graph Connectors for Microsoft System Center Configuration Manager (SCCM) and Microsoft Intune, we will share recommendations and insights with contributions from Florin Danis, one of our Certified Technical Architects, and Liviu Scarlat, one of our consultants at Devhd.

The role of CMDB and the genesis of Service Graph  

A CMDB serves as the foundation for IT operations by maintaining accurate and up-to-date information about IT assets and their relationships. ServiceNow’s CMDB provides end-to-end service and infrastructure visibility, built on a single data model with predefined semantics and consistent format. This ensures interoperability with all ServiceNow applications, fostering out-of-the-box integration across the entire IT value stream.  

Traditionally, the CMDB has focused primarily on infrastructure, assets, and dependencies. However, as organizations began embracing agile methods and modern technologies, they needed a more consistent, data-driven approach to the entire technology stack, from infrastructure to the application layer. Service Graph strategy is an evolution of the ServiceNow CMDB and extends to include data from areas such as planning, application development, DevOps pipeline and deployment, performance, cost, portfolio optimization, and other business processes.

CMDB population strategy

To ensure your CMDB has business context and remains healthy and trustworthy, we at Devhd and ServiceNow recommend populating it in an automated fashion. ITOM Visibility, using Discovery, Agent Client Collector, and Service Graph connectors provides the fastest time to value for gaining visibility of your entire operations estate and drives differentiated outcomes with a vast set of solutions.

Info: Service Graph strategy includes the Service Graph connectors, the first of them being released back in 2020, with many more added since.

What are Service Graph Connectors (SGCs)? 

Service Graph Connectors are a plug-and-play method to quickly and accurately bring third-party data into the CMDB. Built by ServiceNow or its partners, these connectors are validated by ServiceNow, leverage the new multisource engine, are jointly supported, and are available through the ServiceNow Store.  

These pre-defined integrations ingest data from various domains such as security, servers, software or monitoring, internet of things (IoT), and Cloud. This data complies with the Common Service Data Model (CSDM) strategy and architecture, ensuring the correct tables are populated with the right relationships, allowing customers to achieve the desired business outcomes without worrying about duplicates or corrupting the CMDB. 

Should you bring data in CMDB via the Connectors or/and via Discovery? In specific scenarios, ServiceNow recommends using specific Service Graph Connectors for comprehensive coverage, as Discovery alone may not capture all necessary data. For example, computers are best populated in the CMDB using Service Graph Connectors.  

Integrating endpoint data into your CMDB: SCCM and Intune

In the early phases of adopting ServiceNow or any implementation involving endpoint management, integrating endpoint data into your CMDB is crucial. Two of the most used Service Graph Connectors for this purpose are the Service Graph Connector for Microsoft SCCM (SG-SCCM) and the Service Graph Connector for Microsoft Intune (SG-Intune).

SG-SCCM is ideal for environments with extensive on-premises infrastructure, providing detailed management of computers and software. In contrast, SG-Intune is perfect for cloud-first organizations, offering superior mobile and remote device management capabilities.

They collect information from SCCM and Intune and transform it into the correct format for the CMDB. The connectors also check for duplicates with the Identification and Reconciliation Engine (IRE) and can even record differences in the details of a CI depending on where the data came from using MultiSource CMDB.

Why is this important? Populating the CMDB with comprehensive information about computers and assets provides a solid foundation for effective IT service management. It helps in tracking assets, managing configurations, and resolving issues more efficiently.

* Main types of CIs that can be pulled into the CMDB from SCCM and Intune 

Devhd’s customers and Service Graph Connectors 

At Devhd, we've successfully integrated both the SCCM and Intune connectors for our customers, helping them populate their CMDBs with crucial endpoint data. If your organization is looking to modernize its IT management and ensure a comprehensive and up-to-date CMDB, we can provide the expertise and support you need.  

Recommendations for Service Graph Connectors (SG-SCCM and SG-Intune) 

Based on our experience, here are essential insights, cautions, and advantages when implementing the ServiceNow Service Graph Connectors for SCCM and Intune: 

• Leverage Existing Data: Service Graph connectors utilize existing enterprise data, such as SCCM-managed endpoints, to enhance your CMDB. Why not capitalize on this valuable resource? 

• Complement Discovery: While Discovery is a primary source for data center assets, Service Graph connectors offer additional visibility for assets that Discovery might miss. 

• Two-Step Process: Service Graph Connectors follow a two-step process. First, systems like SCCM bring data into their management database (e.g. an SQL Server database). Then, the connectors pull data from that database into the CMDB. Unlike Discovery, the CMDB is not directly populated. 

• Data Quality is Crucial: Always validate data with your SCCM and Intune teams before moving the solution to production. This helps avoid transferring incorrect data and associated problems into ServiceNow. 

• External Data: The connector does not control data in external repositories. Poorly managed data can result in duplicates or incomplete information in ServiceNow’s CMDB, affecting the accuracy of relationships within your infrastructure. 

• Avoid Duplicates: Depending on your SCCM data retention policy, avoid importing historical data that could lead to duplicates in the CMDB. Instead, apply filters in the SQL statement to receive only recent data, such as devices discovered by SCCM in the last 90 days. 

• Configure Reconciliation Rules: In case data is populated from multiple sources configure reconciliation rules. This is to prevent undesired updates of CIs and stop attribute flapping. Defining which data source is going to update what attribute increases the quality of data. 

• Define Lifecycle Processes: Connectors do not update the state of a Configuration Item (CI). Each customer should define their lifecycle process for data attestation. For example, we defined with one customer that if data stops coming from SCCM import for a specified number of weeks, the CI is automatically marked as “retired.” 

• Use IntegrationHub ETL: IntegrationHub ETL is recommended for configuring Service Graph Connectors. It integrates Identification and Reconciliation Engine (IRE) processes, automates data processing, and provides a guided setup with a user-friendly interface. Additionally, it offers an integration test with a small data set to review and adjust settings before scheduling recurring integrations.  

• Monitor the Source Table: Keep an eye on the Source table, as identification might not always go through the IRE if a match is found there. 

Configuration management projects often face false starts, prolonged implementations, and ongoing maintenance challenges, resulting in limited business value. Want to discuss about your CMDB population strategy? Whether your organization wants to populate the CMDB through Discovery and/or through Service Graph Connectors, you can benefit from our expertise built over more than 10 years on the ServiceNow platform. Reach out to us at contact@dev-hd.com and let’s start the conversation. 

Info: You can check the official documentation from ServiceNow about Service Graph Connector for Microsoft SCCM and Service Graph Connector for Microsoft Intune. 

ServiceNow has infused GenAI capabilities into every workflow on the Now Platform, branded as Now Assist, helping companies boost productivity and efficiency across the organization.  

At Devhd, your boutique ServiceNow partner with over 10 years of experience, the team continually studies the Now platform and stays updated with all the advancements introduced with each release. This approach ensures we can quickly adopt new capabilities to maximize ServiceNow's potential for our valued customers.  

Despite the current hype surrounding GenAI, adoption among customers is still in its early stages. However, there is a growing curiosity about how these capabilities can benefit organizations, as all companies are focused on adopting GenAI. We've dedicated time to researching and testing Now Assist capabilities, with insights contributed by Eduard Nitoi, one of our ServiceNow consultants at Devhd. This article aims to introduce you to ServiceNow’s GenAI capabilities and explore its core features in business terms. 

What is the difference between AI and GenAI in ServiceNow? 

Before delving into Now Assist, it's important to clarify a common misconception. Many people mix up GenAI and AI, but they are not the same and they serve different purposes. AI encompasses various technologies that enable machines to perform tasks requiring advanced reasoning capabilities. ServiceNow employs AI capabilities such as predictive intelligence, document intelligence, and task intelligence.   

​On the other hand, GenAi is a type of AI that creates original content from training or existing data. It is used in the Generative AI Controller and Now Assist, generating knowledge articles, enhancing chatbots, and optimizing workflows. Additionally, it offers valuable data insights, and it helps in text summarization, prompt enhancements, and features like text-to-code conversion. These applications streamline workflows, minimize errors, and expedite decision-making processes, benefiting users across diverse industries. 

AI embedded in the DNA of the Now Platform 

Every vendor out there is racing to deliver GenAI capabilities. GenAI requires Large Language Models, and most vendors can integrate general LLMs like OpenAI at best. 

Here’s where the Now Platform and ecosystem stand out. ServiceNow’s GenAI strategy offers customers broad and secure LLM support, either through general-purpose LLMs or ServiceNow-developed models: 

• General‑purpose LLMs provide customer flexibility and currently include access to Microsoft Azure OpenAI Service LLM and OpenAI API.  

• ServiceNow’s domain-specific LLMs are built into the platform, tailored specifically for ServiceNow workflows, use cases, and processes. These models cater to agents, employees, customers, and IT administrators using ServiceNow, ensuring context accuracy and cost-effectiveness compared to generic LLMs. ServiceNow’s approach delivers an exceptional end-user experience, accelerates time-to-market, and upholds high levels of transparency and governance. 

Current GenAI functionalities and their applicability in ServiceNow 

Let's focus on the primary pillars: Generic Content Creation, Generic Prompt action, Sentiment Analysis, and Summarize action. These form the foundation of GenAI capabilities integrated across various product lines including CSM, FSM, HRSM, ITOM, SPM, ITSM, and Creator. ServiceNow's strategy includes expanding these functionalities across additional products. 

For example, Summarization and Sentiment Analysis are utilized in ITSM for Incident Management, while CSM and HR use these functionalities during chat interactions if the Virtual Agent plugin is enabled. Both Flow Designer and Virtual Agent Designer incorporate these functionalities, allowing users to implement them via drag-and-drop actions. 

Flow Designer Example 

Virtual Agent Designer Example 

In the following part of the article, we are going to break down the core features of Now Assist in business terms:  

Case or Incident Summarization functionality 

This is the official goal: “You can quickly learn the details of a case or incident from a case or incident summarization generated by Now Assist. By reading a case or incident summarization, you can get details about a case or incident and can save your requester from having to repeat the same information that the requester has already provided to Virtual Agent.” 

The provider for this functionality is Now LLM, which is based on StarCoder large language model family and has been fine-tuned on ServiceNow Platform specific data. For deeper insights into its workings, algorithms, and technical details beyond merely relying on 'black magic AI', you can refer to the detailed documentation available at the provided reference link here.  

The content of summarization is generated by the following fields: Short Description, Description, State, Priority, Work Notes, Additional Comments and Resolution Notes (for a resolved incident).  

According to ServiceNow documentation, a minimum input data requirement of 200 words is required. Through testing, Devhd team found that these 200 words are mandatory. Specifically, it requires the completion of an incident with detailed information for the process to work effectively. Failure to meet this requirement results in a response indicating insufficient information to generate content. 

The good part is that it could come really handy in day to day activities that require pulling information from a different place, like of course, an integration or used in an e-mail inbound action where the user sometimes tends to overcomplicate the situation with huge texts coming into incidents.  

Chat Summarization functionality 

The official goal is: “The chat summarization is a condensed version of the conversation between live agents or between a requester and Virtual Agent. Chat summarizations are generated in these situations.” 

The provider of this functionality is the same Now LLM, the transcript is read from the interaction and the output is a condensed summary of the entire conversation while the core points are kept.  

From previous experiences with the chat support, as an ex-Tier 1 level support, our colleague Eduard admits that it was extremely frustrating to re-write the exact same thing that was discussed with the user inside a different window, like an Incident Description, on top, at the time there was no Virtual Designer available, and the conversation took place in a different tool. Now, there is a combination between Virtual Designer that has the internal transcript already and a ready to go text that comes with the interaction.  

As a tool that is most heavily used by Tier 1 level of support let’s try to think this process through. The interaction comes, you deal with the conversation and then log it, categorize it, resolve or escalate it. You basically start from the middle because a few steps are already taken care of.  

The test results were promising, the generated content is usually useful information, but let’s keep in mind that each of these functionalities relies on something extremely important which is rough data, the output quality would be as good as the provided input.  

Sentiment Analysis functionality 

This functionality can be used through Flow Designer or Virtual Agent. The customer selects the LLM provider from various options (e.g. Now LLM, OpenAI, Azure), meaning the output depends on the chosen provider. 

The output of Sentiment Analysis is straightforward: based on an input text, it responds with either a positive or negative bias of the situation. Combined with other ServiceNow tools, this functionality can be extremely useful. For instance, you could redirect an interaction with a negative bias to teams that are better equipped with soft skills to de-escalate tense situations. 

Resolution Notes Proposal / Record Resolution  

The official goal for this one is: “Automatically update the resolution notes for an incident. You can improve the quality of the resolution notes by providing a summary of the steps taken to resolve the issue. By generating the resolution notes, you can provide information about the incident resolution to other agents who might encounter similar issues.” 

After testing this functionality, Eduard wished he had it available during his time in customer support. Based on the record information, the resolution notes functionality generates a Wrap Up resolution proposal. While you can modify the content, the generated notes are accurate and align well with the actual logs of the record.  

The only consideration is that generating the resolution notes can take around 2-3 seconds, based on our tests in a sandbox environment. In a production instance, the response time may vary. 

Virtual Agent (VA) Designer  

The official goal for this enhanced version of the VA is: “Now Assist capabilities bring generative AI to Virtual Agent. Using LLMs for topic discovery simplifies the amount of setup and configuration required for Virtual Agent. Topics that use keyword and Natural Language Understanding (NLU) discovery often require months of development and the involvement of dedicated subject matter experts. Unusual issues or questions may lead a user to contact a live agent instead.”

When Now Assist on Virtual Agent is activated, the chat support receives new branding. It looks different and clearly indicates that Now Support is in charge. 

The main difference between Now Support chat and the usual Virtual Agent lies in the ‘autopilot’ mode and LLM Model Type. In autopilot mode, the Now Support window, combined with the Search capability, can detect your intent when searching for information. It will provide results from relevant KB articles or Service Catalogs and even assist you in filling out Service Catalog questions without redirecting you. 

If the autopilot does not detect any useful information, it looks for models. These models are configurations within the Virtual Agent Designer that can be built to address specific needs. 

While we could design a model to answer questions about the weather, our focus is more on resolving issues related to ServiceNow. The model responds to the user’s intent based on the LLM model. When configuring such a model, you only need to write a few words about its purpose. 

Then, capabilities come into action. You can use one or a combination of these capabilities to reach the final result based on the collected input and decisions. The content can be displayed to the user or captured in a record, such as an incident or any other relevant record. 

Keep in mind that these capabilities are linked with your chosen LLM provider, such as OpenAI or Azure, and the response will be tailored for your best use. It is also beneficial to build these models with care and guide the input to ensure optimal results. 

In the example below, Eduard used a capability called content creation to generate ad-hoc knowledge articles. The input might look something like, "Please help me by creating an article with step-by-step instructions for the following issue: {insert user’s collected issue}." This approach helps mitigate the risks of hallucination. 

Combining these capabilities creates a robust intent detector for any user’s questions and provides a guide to deliver the correct answer or direction. 

There's no magic wand; it's an assist. Configure it, and let it do its work. Used correctly, it can be highly useful for deflection, alleviating pressure on valuable resources from many Tier 1 queries. 

Recommendations for how to get started with GenAI in ServiceNow 

Firstly, it's important to note that GenAI capabilities require separate licenses: Pro PLUS or Enterprise PLUS. These premium features are available to customers using Pro/Enterprise versions of ServiceNow products. But this is not the main topic of this article, and we encourage you to contact us at contact@dev-hd.com for further details about packages and pricing.  

For successful and responsible ServiceNow GenAI navigation, a strategic approach is important. We recommend making sure your organization is prepared. Educate employees to understand data and the potential and limitations of AI and make sure your data is clean and organized to maintain its quality and availability.  Correct data is the fuel that powers AI, so it is crucial to have a solid foundation of accurate and relevant data and CMDB. 

After that, identify where GenAI can add value through content generation, automation, or data analysis and define some business cases. To first evaluate some outcomes and check the effectiveness of GenAI in your organization start with a pilot, a small project and after that you can expand to more complex functionalities, gradually scaling up the usage of GenAI across different departments or processes.   

These functionalities enhance ServiceNow to the next level for both developers and business customers. They reduce time spent on mundane tasks for everyone, leveraging existing smart features to bring even more value and ensure seamless communication with deflection capabilities. Are you interested in how these capabilities can benefit your organization? Reach out to us at contact@dev-hd.com to explore ServiceNow’s GenAI solutions. 

There's a lot of excitement surrounding GenAI and we, at Devhd, are enthusiasts for what AI can deliver and enhance. We noticed the amazing changes AI did in our lives since 2020, yes THAT special year, because it was, as far as we consider it, the tipping point of what we witness today.

The Rise of Enterprise Automation

In the last decade, there has been a significant shift towards enterprise automation, with organizations embracing robotic process automation (RPA), machine learning (ML), and artificial intelligence (AI). These technologies reduce manual efforts, minimize errors, and accelerate business processes. However, the challenge has constantly been integrating these technologies seamlessly into existing workflows and deriving meaningful insights from the data generated.

But, even though Generative AI (GenAI) is often perceived as a groundbreaking new technology, it's been around for quite some time. As Mirella Lapata, a professor of natural language processing, pointed out in a September 2023 talk at the Royal Institution in collaboration with The Alan Turing Institute, GenAI's roots extend back, and earlier innovations were Siri and Alexa. These technologies, introduced years ago, were early examples of GenAI at work, enabling voice-activated assistance and natural language understanding. Google's predictive text features and search suggestions further exemplify how GenAI has been subtly integrated into everyday tools, gradually enhancing user experiences.

So, what changed? What’s the fuss?

The leap from basic predictive text to advanced models like ChatGPT marks a significant transformation in GenAI capabilities. Today's GenAI can perform many sophisticated tasks, offering extensive applications at an enterprise level. This advancement not only boosts productivity and efficiency but also significantly reduces costs. The rapid adoption of ChatGPT, which reached 100 million users in just two months—as you can see in the picture below - compared to the slower adoption rates of earlier tools like Google Translate and Uber, underscores this revolutionary shift. This speed of adoption highlights the profound impact and utility of these advanced GenAI models in both personal and professional spheres.

Incredible potential contribution to the global economy

There is also an astonishing economic potential of GenAI features, with McKinsey's research indicating a potential annual contribution of up to $4.4 trillion to the global economy.

Gartner, on the other hand, foresees a substantial rise in the use of foundation models, projecting their involvement in 70% of natural language processing (NLP) use cases by 2027, a notable leap from a mere 5% observed in 2022.

Generative AI is proving to be crucial in reshaping operational landscapes and driving efficiencies across diverse industries. As an active player in the tech industry for years, we at Devhd see the impact of AI being more evident and faster in healthcare, financial services, manufacturing, and a few more industries than in others.

Healthcare

Digital assistants providing concise medical summaries are reducing administrative burdens and boosting productivity for healthcare providers. For example, an AI-powered chatbot could aid healthcare providers in extracting patient information from internal documents and electronic health records.

Gartner's prediction that over 30% of new drugs and materials will be discovered using gen AI techniques by 2025 underscores the technology's potential impact on drug development. Generative AI has been successfully applied in designing drugs for diverse purposes within a few months, presenting the pharmaceutical industry with substantial prospects to decrease both the expenses and duration of drug discovery.

Financial Services

Financial services, highly regulated and risk-conscious, stand to benefit significantly from emerging AI technology. In the banking sector, the pivotal question no longer revolves around whether generative AI will significantly influence the industry, but rather focuses on the way it will do so.

Within this sector, the technology has the potential to provide value equivalent to an additional annual sum ranging from $200 billion to $340 billion if the full implementation of use cases were realized according to a McKinsey report.

Accenture's research suggests a potential 30% increase in employee productivity across the sector by 2028: 90% of all working hours in the banking industry can be impacted by large language models (LLMs).

Gen AI is expected to enable financial institutions to generate well-structured, coherent, and informative financial reports. Banks can harness customer intelligence for a better understanding of customer purposes and preferences. This, in turn, facilitates the enhancement of customer interactions across various channels such as digital, phone, and in-person servicing and sales.

In terms of operations transformation, Gen AI solutions offer substantial potential to streamline various operational processes encompassing consumer duty, knowledge management, complaints, KYC, and controls. Gen AI can also contribute to improving bank supervisory practices by providing guidance that promotes sound risk management and ensures compliance with laws, regulations, internal policies, and procedures.

Manufacturing

Gartner research shows that 80% of CEOs are increasing digital technology investments to counter current economic pressures. According to the same report, one of the technologies that is most likely to be implemented by 2025 is Artificial Intelligence.

Generative AI offers unique capabilities that empower manufacturers to automate and enhance factory activities, supporting their workforce in innovative ways. Generative AI draws insights from diverse data sources, including customer behavior, previous sales, industry trends, and seasonal patterns.

Potential use cases include product design and development, predictive maintenance, quality control, or production planning.

Technology

Gen AI is revolutionizing how software developers approach code writing, enhancing productivity across the IT value chain. McKinsey estimates that corporate IT organizations could realize a productivity lift worth $485 billion, or 31% of global IT spending, by utilizing intelligent coding assistants powered by large language models (LLMs).

Education

The strategic and deliberate implementation of generative AI models presents an exciting opportunity to catalyze transformative advancements in educational innovation, making possible scenarios where intelligent assistants dynamically adapt course content in response to the unique learning processes of each student.

Educators, empowered by the capabilities of Gen AI, can craft personalized teaching plans, and efficiently manage administrative tasks, thereby fostering a more dynamic and adapted educational experience for students.

It all comes with challenges

Acknowledging the promise of Generative AI requires a thorough examination of potential challenges. Two critical facets demand attention: security and ethics.

Gen AI introduces security and privacy risks, including misuse in cyber-attacks, data poisoning, and the potential for data exfiltration. An effective AI governance strategy is vital to comprehensively manage risks.

Generative AI also introduces ethical concerns, spanning misinformation, plagiarism, copyright infringements, and the potential for worker displacement. Managing data governance, transparency, and accountability becomes crucial to mitigate these risks It becomes imperative to have a healthy platform to handle all these. If you use ServiceNow GenAI capabilities, these facets are covered safely, but more in a future article.

ServiceNow GenAI capabilities

ServiceNow has one of the most ambitious GenAI roadmaps in the industry. In the last seven years, they’ve intentionally executed more than 10 strategic AI acquisitions to gain world-class AI technology and talent.

AI is floating through the NOW platform. These acquisitions equipped ServiceNow with critical, complementary AI capabilities. From machine learning to natural language understanding (NLU) to AI-based search, the next logical step was adding GenAI. ServiceNow was ready as soon as the technology was. And when the technology was ready, so was ServiceNow.

Interested in more details? Follow us at Devhd, your Boutique ServiceNow Partner, as we continue the Generative AI series. Next week, in our following article, you'll read more about GenAI capabilities infused into every workflow on the Now Platform, called Now Assist. Until then, if you have any questions, reach out to us at contact@dev-hd.com, and let’s start the conversation.

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.

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. 

Conclusion 

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 contact@dev-hd.com. 

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 

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. 

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. 

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 empathy, hard 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. 

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. 

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.   

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 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. 

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.   

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. 

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 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.