Demand outstrips supply, which means inflated CVs are common. Here's how to screen for the real thing.
Probe out-of-the-box thinking
Ask a candidate how they'd solve a requirement. The strong ones reach for configuration and platform capability first; the risky ones jump straight to custom script. Over-customisation is the leading cause of painful upgrades.
Verify certifications properly
Certifications can be checked. Do it. And remember a cert proves knowledge, not delivery — pair it with real project questions.
Ask about upgrades and failures
Anyone who's done real ServiceNow work has survived a hairy upgrade or a project that went sideways. The honesty and lessons in that answer tell you more than any happy-path success story.
The best ServiceNow people will talk you out of the wrong solution. That's the signal you're looking for.
Or skip the screening lottery entirely — I pre-qualify every specialist before you ever see a CV. That's the whole point of an independent, specialist practice.
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