Field notes from the frontier of applied AI.
What we're learning building Claude and ServiceNow systems in production — shared openly, so your team can move faster and avoid the expensive mistakes.
Putting Claude into production: what actually breaks, and how to prevent it
The gap between a convincing demo and a system you can trust at scale is mostly engineering discipline. Here's the checklist we run on every deployment.
Buy, build, or integrate: an AI decision framework for leaders
How to decide where to invest — and where to wait — across an AI roadmap.
Cutting resolution time with AI inside ServiceNow
Where generative AI actually moves the needle on service management metrics.
Claude to anything: patterns for connecting AI to your stack
MCP, secure APIs and the integration patterns that keep AI close to your data.
AI governance for regulated industries: a practical baseline
A minimum viable framework for shipping AI in finance, healthcare and the public sector.
Designing agentic workflows enterprises can trust
Autonomy is easy to demo and hard to govern. The guardrails that make agents safe.
Now Assist and Otto: where ServiceNow’s AI earns its keep
A grounded look at which AI features deliver ROI today...