Yes / No Type Catalog Variable Changes In Zurich Upgrade
In the latest ServiceNow update, Zurich (released Q4 2025), a change was made to the way Yes/No type Catalog Variables are interpreted. Yes now resolves to true, and No resolves to false. ServiceNow has documented this behavior change in their Support and Troubleshooting Knowledge Base. You can find the full details of the change and […]
Beyond the Basics: How ServiceNow CSM Elevates Customer Service
What keeps your customers coming back, time and again? Exceptional customer service. Yet it’s still common to find organizations relying on fragmented systems, manual processes, and siloed teams that create delays and disconnects for their clients. ServiceNow’s Customer Service Management (CSM) transforms your customer service management from reactive ticket handling into a customer retention powerhouse. […]
Unifying Channels: Achieving Omnichannel Support with ServiceNow CSM
Picture this: A frustrated customer calls your support line about a billing issue they’ve already discussed via chat, then emailed about, and finally posted on social media. Your agent opens three different systems, asks them to repeat their story, and still can’t see the full picture. This isn’t just poor service, it’s revenue hemorrhaging in […]
A Guide to Navigating Your ServiceNow CSM Implementation
Is your ServiceNow Customer Service Management implementation delivering on the promise? A 170% ROI in three years isn’t just possible; it’s what ServiceNow expects you to achieve. But results like that don’t come from simply starting up the platform and hoping for the best. They come from a strategic implementation that transforms customer service from […]
Reduce risk, increase control: The power of proactive IT asset management
What don’t you know about your assets? The average organization wastes nearly 30% of its IT budget due to poor visibility into hardware and software assets. From unsanctioned IT software to unmonitored endpoints, many companies are sitting on risks for audit failures, security breaches, and more. Fortunately, these risks are avoidable. With a proactive approach […]
Investing in Your Future: The Strategic Advantage of Post-Production Support Services
According to a report by the Project Management Institute, 11.4% of all investment in projects is wasted due to poor performance. A successful ServiceNow implementation is a massive achievement, but to avoid becoming part of that statistic, you must maintain momentum. After go-live, your platform becomes a living, ever-changing part of your ecosystem. And without […]
Pathways Consulting Group Recognized by ISG in the 2025 ServiceNow Ecosystem Partners Report
Independent research firm recognizes Pathways for Consulting, Implementation & Integration and Managed Services excellence in the ServiceNow ecosystem. Iselin, NJ (May 20, 2025) – Pathways Consulting Group has been recognized as a Contender in the ISG Provider Lens 2025 – ServiceNow Ecosystem Partners. The firm earned this distinction across all three evaluation categories: Consulting Services, […]
How to automate HR processes using HR Service Delivery
Is your HR team overwhelmed by paperwork and administrative tasks? According to Gartner (2024), organizations spend an average of 35% of their HR team’s time on administrative tasks. But when HR teams are bogged down by manual, repetitive work, their focus shifts away from strategic initiatives. With ServiceNow’s HR Service Delivery solution, your organization can […]
Why You Should Invest in ServiceNow Post-Production Support Services
You launched ServiceNow. Now what? A successful ServiceNow implementation feels like the finish line. But in reality, it’s just the beginning. After go-live, your platform needs more than basic maintenance. It needs regular, ongoing support to stay secure, scalable, and aligned with your goals. Without that, performance slips, bugs pile up, and innovation starts to […]
From roadmapping to the overview: How roadmaps are incorporated into the ServiceNow implementation process
A complete digital transformation isn’t just a once-and-done deal; it’s a journey. And like any worthwhile journey, it starts with a map. Modern organizations can’t afford to treat ITSM implementation as a one-size-fits-all project. There are simply too many variables. They need a plan–or, in this case, a roadmap. It all begins with a smarter […]