Blog
Practitioner writing on ServiceNow operational intelligence.
OperationsApril 2026
Why your ServiceNow upgrade is scary (and what to do about it)
Every major ServiceNow upgrade touches routing in ways that aren't documented. Here's how to find the risk before it finds you.
Full post coming soonInstance HealthApril 2026
The ghost group problem: 142 assignment groups, 0 with active members
In a real enterprise instance, nearly half of all assignment groups are ghosts — empty, but still referenced by routing rules and catalog items.
Full post coming soonFounderApril 2026
Building Zaptik: why I chose Drift Guard as the first product
I built the routing intelligence layer first, then realized the harder problem was operational drift. Here's why Drift Guard ships before everything else.
Full post coming soon