The Echelon Blog
Product updates, field notes from live instances, and practical guides from the team automating ServiceNow delivery.
Latest articles
Moveworks vs Now Assist: how ServiceNow merged the two.
Compare Moveworks vs Now Assist after ServiceNow's acquisition. Learn how Otto and EmployeeWorks fit into ServiceNow packaging, tiers, and contracts.Read
Echelon is coming to SAP.
Echelon is expanding AI-native delivery from ServiceNow to SAP, built on workflows across 150 enterprise systems. Early access opens September 8, 2026.Read
Now Assist vs Now Assist for Creator: what you are buying
Compare Now Assist and Now Assist for Creator, now renamed ServiceNow Otto. Creator needs a separate subscription. Covers tiers, assists, and pricing gaps.Read
7 Questions to Ask Before You Renew ServiceNow
Five ServiceNow tiers became three in April 2026. Ask these seven questions about Assist pools, escalators, and notice windows before you sign a renewal.Read
What Now Assist for CSM Needs From Your Data Model: A Prerequisites Checklist
Map which sn_customerservice_case fields, CSDM records, and extension tables Now Assist for CSM reads before you activate a single summarization skill.Read
How to Run an Effective AI POC on ServiceNow
A four-step framework for scoping, building and measuring an AI proof of concept on ServiceNow, from the Echelon on the Road roundtable in Chicago.Read
How to Migrate ServiceNow CSM to OOTB in weeks: Discovery, Design, and Build Walked Through Live
Walk through a live ServiceNow CSM migration: discovery, case type design, and Flow Designer intake, with the outputs and timings observed at each phase.Read
Six ServiceNow CSM Customizations You Might Not Need, and Where Each Native Feature Stops
Case Types, entitlements, escalation, AWA, playbooks and Predictive Intelligence: what CSM does natively, and which customs still earn their place.Read