Browse Mergen content

Every ITOM use case fails when CMDB is rotten. Three principles for CMDB hygiene that survive engineering velocity.

Quarterly digest from Mergen — recap of the Industry Summit, new specialty practices, customer wins, and Q4 roadmap.

End-of-year wrap from Mergen — 2026 highlights, the State of Engineering report findings, and 2027 roadmap.

A 60-minute deep-dive on migrating from BMC Remedy, Cherwell, or Jira Service Management to ServiceNow without disrupting operations.

A practical session on CMDB design + hygiene patterns from production deployments at tier-1 financial services and healthcare clients.

How to scale Now Assist from a 100-user pilot to 10,000 production users — the patterns that work and the anti-patterns that stall most organizations.

A 28-page playbook covering BFSI-specific ITSM patterns — regulatory considerations, change-management for trading systems, FCA/SEC audit alignment.

A global insurer deployed Now Assist on 2,400 claims-handler workstations. AI-assisted triage routes claims with 91% accuracy; handle time down 33%.

A telecom carrier embedded Now Assist into the NOC workflow — summarizing related-incident chains and suggesting next-best diagnostic actions. Engineer onboarding-to-productive time halved.

A state government deployed federated HRSD across 14 departments with department-specific catalogs but unified onboarding and policy enforcement.