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Watch List
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Blog
- 2021: VP Harris Inauguration Elevates Diversity and Executive Leadership
- Covid Cyber Employment Fraud: $Millions in Job Fraud, $Billions in Unemployment Fraud. Recruiters and Jobseekers Paradigm shift
- Does Post Covid Demand, "Evolve or Fold" Data Strategy?
- World Talent Economy Forum on Global Competitiveness
- Jobs n Career Success: Employment News
- CMDB Corporate Governance for Publicly Held Companies
- Top Trends in Project Management
- Freshwork's Multichannel vision for FreshService (ITSM)
- Microsoft Teams Tripping Transcription Tenancy.
- Uber's Call Center Security Social Engineering Massive System Breach
- Community Crisis Resource Reference List
- Financial Services Operations
- AI: Knowledge Centered Support
- Review and Approve Knowledge
- Predictive Intelligent Situational Awareness
- ROI: Demand AI Service Management
- ChatGPT Ethics and FTC
- Imperative: Governance Risk Compliance
- Gamifying ITSM Excellence
- AI Revolutionizes Service Management
- GRC Industry Reference Matrix
- Walk Up Experience- Design-To-Deliver
- AI & GRC Defense Against Security-Data Breach
- 5-Star ITSM Solutions
- Remedy to ServiceNow Migration
- 5-Step Policy-Compliance Risk Management
- Vulnerability Remediation RACI
- Be Your Best-Self Strategies
- Knowledge is AI-Power
- Artificial-Intelligence in Employment-Fraud Exploits
- RIDAC Log Management
- Broad's AI COVID-19 Solutions
- KAUST: AI-Healthcare Innovation
- Embracing Equity in IT Service Management
- ITSMF: Erik Bock, Digital Business
- ServiceNow World: Chicago Wednesday, 11/02
- Today's HR Super Trends
- Empty Nester Creates Meaningful Mother's Day
- Constructive Feedback from Destructive Work Environment
- Noir and Grit: This is The Batman
- Jeffrey Nicoll, CEO of JIT and ServiceNow Executive Strategist
- March of International Women and Creating Ideas that bring Hope, Opportunity and Transformation
- IT Service Management News and Views
- Eye Strain: Modern Sources and Solutions
- Remembering Paradise by the iconic Meatloaf (Dead at 74 of COVID)
- Covid and Omicron 911, That was my Emergency
- Fresh Juicing for Healing: Dawn's COVID Part 2 (Omicron edition)
- Facebook's Response to "Whistleblower Protection Program" is new brand, MetaVerse
- Senate Hearing on Facebook Transparency an Accountability
- October 2021: Facebook's Platform Challenges
- Strategies to Stop Cyber Crime & Bullying
- San Francisco Bay Area: ITSMF News
- SNL lessons, hosted by Elon Musk
- 5 Ways to Create Opportunity with Social Leadership
- Happy Saint Patrick's Day
- INTERNATIONAL WOMEN'S DAY EDITION: Celebrating our World's Leaders
- Tribute In Memory: Heartland Rock Icon- Michael Stanley
- Middle East's Top CIO50 Innovation Leaders. #7 is the most visionary Healthcare CIO, I've worked with.
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ServiceNow
- Financial Services Operations
- Gamifying ITSM Excellence
- AI Revolutionizes Service Management
- GRC Industry Reference Matrix
- AI & GRC Defense Against Security-Data Breach
- Strategic Portfolio Management FAQs
- Service Catalog Process FAQs
- DevOps & Change Velocity
- Demystifying Taxonomy Categorization
- Email-to-Incident is Costly Inefficiency
- Role of CMDB-Management Service-Owner
- ServiceNow Virtual Agent Chatbot
- Vulnerability Response Workspace Module
- Best of ServiceNow Vancouver
- Enhancing End-User Service Experience
- Comparing ServiceNow-Strategic-PM to Microsoft-PM
- AI and Improved Knowledgebase-Search
- Washington ESC or Knowledge Portal?
- Introducing Security Incident Response
- Vulnerability Response Test Plan
- Efficient Workday to ServiceNow Integration
- AutomatePro AutoTest: Getting Started
- AutomatePro AutoTest Custom-Testing
- ServiceNow Executive Reporting Approaches
- SPM Gantt Chart Presentation
- CMDB Health Dashboard
- Incident On-call Best Practices
- BA Product Update Process
- Getting-Started ServiceNow Timesheet Management
- ServiceNow Service Catalog Builder
- 10 Cool Features Standard-to-Pro
- Comparing GRC & IRM
- Starting ServiceNow GRC Process
- Accelerate ServiceNow-Knowledge with Microsoft-Word
- Managing Incident Surge Problems
- High Volume Incident-Management Strategies
- SPM Risk Management Process
- Pinned KB-Articles & deflection
- ServiceNow Document Management System
- Mastering Knowledge Article Pinning
- Persona Use & Administration
- AI-Powered AutomatePro & ServiceNow
- AutoPlan Release Setup Simplified
- AI: Dawn’s Demos AutomatePro
- Raptor Workflow Data Platform
- ServiceNow Xanadu AI Advantage
- SPM Collaborative Workspaces
- AI-Powered Xanadu & RaptorDB
- Explore AutomatePro Release 8.0.0
- Accelerating IRM & GRC
- Roadmap CMDB-HAM-SAM Value Recognition
- AutomatePro & ServiceNow Automated-Test
- Remote Support Success Strategy
- CMDB Powered Digital Transformation
- ServiceNow's Generative AI Revolution
- Knowledge after-Party #100DaysOfServiceNow
- Generative AI in ServiceNow-SPM
- Knowledge is AI-Power
- ServiceNow World: Chicago Wednesday, 11/02
- Jeffrey Nicoll, CEO of JIT and ServiceNow Executive Strategist
- AI-powered ServiceNow Tests
- Xanadu Upgrade: ServiceNow SPM
- Xanadu Upgrade: CMDB Plan
- AI Test-Powered ServiceNow
- Transforming Healthcare Software Catalogs
- Predictive Intelligence in ServiceNow
- California Wildfires: Lessons in Public-Sector Portals
- Impactful Incident Management Knowledge
- Starting ITSM Predictive Intelligence
- TPRM Business-Analyst Guide
- Robotic Process Automation Workflows
- Mastering Zing Search Optimization
- A-Z Data Fabric Glossary
- Workflow Data Integration Fabrics
- New in Performance Analytics
- Predictive Intelligence & ITSM
- Predictive Change Mastery
- Optimize ServiceNow ML Training
- HAM & SAM Base
- Foundations for Asset Management
- Xanadu Upgrade Drives Innovation
- Upgrades: AutoTest from ATF
- RaptorDB for Data Owners
- AutomatePro: Greenfield ServiceNow Strategies
- Build ServiceNow Data Fabric
- Visualize Governance Empower Decisions
- Data Fabric Governance & Quality
- Automated Test Platform Health
- AutomatePro AutoDocument from AutoTest
- UC: AutoTest & AutoDocument
- ServiceNow Collaborative Workspace Management
- ServiceNow User Experience Analytics
- AutomatePro: Ditch Manual Agile
- Master Collaborative Workspace Planning
- Master Figma Developer Handoff
- Figma Based Design Tokens
- Known Error Process Essentials
- SAFe Release Planning Process
- Agile Automation’s Unexpected Value
- ServiceNow Workflow Data Platform
- Zero Copy Powers Performance
- Accelerate GenAI Workspace Delivery
- Careers Figma‑Powered ServiceNow
- Accelerate ServiceNow AutoDeploy Value
- Simplify CSDM Amplify Value
- Epic Chicago World Forum
- AutomatePro 9.0.2 Breakthrough Features
- Manual Deployment Defect Loops
- Setting Up Agile Boards
- RaptorDB Demo Data Anonymization
- Workspaces vs Service Portal
- Agile Center of Excellence
- ServiceNow Workspace Data Migration
- Agile Board or VTB
- ServiceNow Collaborative Workspace Strategies
- Trustworthy Data Faster Automation
- Comparing Demand Management Processes
- ServiceNow Test Automation Policy
- AutoMate Service Catalog Requests
- AutoTest Capability Maturity Model
- New in AutomatePro 9.2.1
- ServiceNow Dreams in Figma
- AutomatePro AutoTest 101
- Streamlining Service-Catalog Intake Success
- ServiceNow CMDB Storage Approach
- Toronto World-Forum Features DQ
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Getting Started
- Introduction to Knowledge Management
- Knowledge Categorization "Find-ability"
- Productivity: Service Operations Workspace
- Conduct A Windows-Security Scan
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- BMC Remedy ITSM Reference
- AI: ServiceNow Virtual-Agent Chatbot
- COE for Human Resources
- Getting Started: Engagement Manager
- One-IT: Effective Ticket Handling
- Service Catalog Order Guides
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- TikTok for Digital Leaders
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- Agent Assist Setup
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- Robotic Process Automation Workflows
- Optimize ServiceNow ML Training
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FAQs
- Knowledge Categorization "Find-ability"
- FAQs: Governance Risk Compliance
- Understanding Clop Ransomware Mitigation
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- Chat GPT FAQS
- Ticket Handling Infographic FAQs
- Service Catalog Process FAQs
- DevOps & Change Velocity
- Role of CMDB-Management Service-Owner
- Vulnerability Response Workspace Module
- How-To Import ServiceNow Stories 🚀
- Best of ServiceNow Vancouver
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- TikTok for Digital Leaders
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Strategic Portfolio Management
- Understand ServiceNow's 2 SPMs
- Comparing ServiceNow-Strategic-PM to Microsoft-PM
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- Timeline: ITBM to SPM
- SPM Project Templates
- SPM: Starting a Demand
- AutoMatePro AutoPlan Demand Management
- Strategic PPM Risk Management
- SPM Risk Management Process
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- Xanadu Upgrade Drives Innovation
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- Epic Chicago World Forum
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AutomatePro
- AutomatePro AutoTest Reference
- AutomatePro AutoTest: Getting Started
- AutomatePro AutoTest Custom-Testing
- Autotest: Test-Run Defects
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- AutoTest Case Planning
- AutomatePro Functions and Permissions
- AutoMatePro AutoPlan Demand Management
- Introducing AutomatePro Control Console
- Troubleshoot AutoTest Run Issues
- QuickStart-AI Service Catalog Test
- 8.2 New AutoTest Features
- AutomatePro AutoTest Operations Process
- Persona Use & Administration
- AutomatePro A-Z Terminology Glossary
- AI-Powered AutomatePro & ServiceNow
- AutomatePro Accelerated Agile Sprints
- Advanced ServiceNow Test Automation
- Costly Habit: Manual Test
- Transforming Healthcare Software Catalogs
- Upgrades: AutoTest from ATF
- BPC Heros & AutomatePro
- AutomatePro: Greenfield ServiceNow Strategies
- Automated Test Platform Health
- AutomatePro AutoDocument from AutoTest
- UC: AutoTest & AutoDocument
- AutomatePro: Ditch Manual Agile
- Agile Automation’s Unexpected Value
- Accelerate ServiceNow AutoDeploy Value
- Ignite Impact Driven CoE
- Epic Chicago World Forum
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- AutoTest Capability Maturity Model
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- Automate Agile Upgrade Better
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Glossary Reference
- Security and IT Glossary
- Guided After-Action Report
- Security-Operations GRC Glossary
- Artificial Intelligence A-Z Glossary
- Business Process Improvement Glossary
- HR Glossary
- Strategic Portfolio Management Glossary
- Service Catalog/Portal A-Z Glossary
- AutomatePro A-Z Terminology Glossary
- Healthcare Compliance Simplified Framework
- A-Z Data Fabric Glossary
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ITSM
- ITSM Capability Model- L1
- One-IT: Effective Ticket Handling
- Service Catalog Order Guides
- Email-to-Incident is Costly Inefficiency
- CMDB Health Dashboard
- Incident On-call Best Practices
- Managing Incident Surge Problems
- High Volume Incident-Management Strategies
- Pinned KB-Articles & deflection
- Stockroom Asset Management Mastery
- Starting ITSM Predictive Intelligence
- Predictive Intelligence Knowledge Service
- Predictive Intelligence & ITSM
- Predictive Change Mastery
- Xanadu Upgrade Drives Innovation
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- Epic Chicago World Forum
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Service
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Overview
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- AI: ServiceNow Virtual-Agent Chatbot
- Business Process Optimization Reviews
- Proper Ticket Handling Imperative
- Public Sector Digital Services
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UAT
- UAT- Approve or Reject Change
- Demo Service Catalog
- AutoTest Case Planning
- Strategies for Manual Test
- 8.2 New AutoTest Features
- Persona Use & Administration
- AutomatePro A-Z Terminology Glossary
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- Advanced ServiceNow Test Automation
- AutomatePro: Greenfield ServiceNow Strategies
- Epic Chicago World Forum
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Healthcare
- GRC Industry Reference Matrix
- Broad's AI COVID-19 Solutions
- KAUST: AI-Healthcare Innovation
- Eye Strain: Modern Sources and Solutions
- Covid and Omicron 911, That was my Emergency
- Fresh Juicing for Healing: Dawn's COVID Part 2 (Omicron edition)
- Transforming Healthcare Software Catalogs
- Healthcare Compliance Simplified Framework
- Epic Chicago World Forum
- AI-Prompts for Cognitive Recovery
- Alexa Productivity: Cognitive Focus
- Domestic Violence Long-Covid Fainting
- Long Covid/DV Syncope
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Chat GPT
- Chat GPT Awesomeness
- Prompt-Powered Business Solutions
- C-Suite CxO ChatGPT Prompts
- Brilliant Productivity ChatGPT Prompts
- ESL ChatGPT Prompt Tips
- AI-Prompts for Cognitive Recovery
- Expert COE Strategy Prompts
- ChatGPT Nonprofit Prompt Ideas
- ChatGPT Meeting Summary Automation
- Expert Business Process Overview
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Security Operations (SecOps)
- SecOps Vulnerability Response Lifecycle
- Vulnerability Response Workspace Module
- Vulnerability Remediation RACI
- Security Incident Response Introduction
- Introducing Security Incident Response
- Vulnerability Response Test Plan
- High Volume Incident-Management Strategies
- Understanding Security Encryption Standards
- TPRM: Solving Vendor Risk
- BA Guide: Vulnerability Response
- Epic Chicago World Forum
- Modern SecOps Incident Response
- Shai-Hulud NPM Worm Resurgence
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Agile
- Agile Scrum Master Guide
- DevOps Automated Test
- Quality Assurance Test Process
- Getting-Started ServiceNow Timesheet Management
- Optimized Sprint Capacity Plan
- Persona Use & Administration
- AutomatePro A-Z Terminology Glossary
- AutomatePro Accelerated Agile Sprints
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- AI-powered ServiceNow Tests
- 80% Outages: Unauthorized Change
- Upgrades: AutoTest from ATF
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- CAP Agile Story Grooming
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- Automated Test Platform Health
- AutomatePro AutoDocument from AutoTest
- AutomatePro: Ditch Manual Agile
- Agile Automation’s Unexpected Value
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Knowledge Management
- Productivity Tips for Knowledge-Users
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- Pinned KB-Articles & deflection
- ServiceNow Document Management System
- Mastering Knowledge Article Pinning
- Impactful Incident Management Knowledge
- Starting ITSM Predictive Intelligence
- Predictive Intelligence Knowledge Service
- Mastering Zing Search Optimization
- AI Demands: Data Stewards
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Workday
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Network Connectivity Solutions
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Business Process Methodologies
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- AI-Powered AutomatePro & ServiceNow
- Advanced ServiceNow Test Automation
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- Build ServiceNow Data Fabric
- Microsoft Sync Sanity Saving
- CAP Agile Story Grooming
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- Agile Automation’s Unexpected Value
- Ignite Impact Driven CoE
- Epic Chicago World Forum
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Service Catalog & Request Management
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Artificial Intelligence
- 10 Cool Features Standard-to-Pro
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Integrated Risk Management
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Microsoft
- Effortless Excel Mail Merge
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AI: Generative Artificial Intelligence
- Mastering iPhone 16 AI
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Global News & Views
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Digital Business Process
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Generative AI
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Jobs n Career
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Design
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Team
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Apple
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TikTok
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HRSD
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Data Management
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Financial and Procurement
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Figma
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Google
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Healthy Inspirations
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RaptorDB
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Neurodiversity
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Sales Order Management (SOM)
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Customer Service Management
Digital Excellence Through Collaboration
Digital Excellence Through Collaboration: our new Digital Center of Excellence is dedicated to enhancing skills in those driving trends in Artificial Intelligence, Business value and innovation & best practices, in a vibrant community.
Many Centers of Excellence focus on selling or using products, but we take a different approach. We believe that true digital excellence comes from understanding the process behind the product. Our Open Forum Digital Center of Excellence (CoE) offers a richer, more rewarding experience by emphasizing skill development and knowledge sharing.

Why Get Involved in a Digital CoE?
Engaging in a Digital Center of Excellence (CoE) offers unparalleled opportunities for personal and professional growth. By joining a vibrant community of experts and enthusiasts, you stay ahead of industry trends, contribute to innovative solutions, and enhance your skills. Collaborating with peers, you drive excellence, establish best practices, and solve complex challenges together. Your involvement not only advances your career but also strengthens the digital landscape, creating a more robust and innovative industry.
Sal Khan: How AI Will Revolutionize Education
Sal Khan, the visionary founder of Khan Academy, a nonprofit organization dedicated to the belief that education is a human right, exemplifies the social, ethical, and open use of best practices in education. What began as a simple act of tutoring a family member a few decades ago evolved into a revolutionary approach to learning, attracting an audience of enthusiastic learners worldwide. Khan identified gaps in the education process and innovatively filled them, demonstrating the profound impact of addressing real-world issues with practical solutions.
Driving Trends:
| Trend | Description | Business Examples |
|---|---|---|
| Hyperautomation | Integrating automation across business operations using RPA, machine learning, and AI. | Automating invoice processing at a manufacturing company. |
| Cybersecurity Transformation | Ensuring robust cybersecurity with zero trust architecture, AI-driven threat detection, and secure remote work practices. | Implementing zero trust architecture in a financial institution. |
| Artificial Intelligence (AI) | Evolving AI to impact customer service, supply chain optimization, and predictive analytics. | Using AI to advance Supply Chain Management. |
| Agility | Adopting agile methodologies, DevOps practices, and rapid prototyping to stay competitive. | Implementing DevOps and Automated Testing in a software development firm. |
| Low-Code Tools | Enabling faster application development with minimal coding, empowering business users. | Developing a sales tracking app using a low-code platform. |
| Increased IT Budgets | Allocating more resources to IT, with rising investments in cloud infrastructure, cybersecurity, and digital tools. | Expanding cloud infrastructure in a retail chain. |
| Data Democratization | Making data accessible to all stakeholders to foster better decision-making. | Implementing self-service analytics in a healthcare organization. |
| Sustainable Strategic Portfolio Management | Aligning projects and initiatives with sustainability goals and long-term strategic objectives. | Developing a green energy project portfolio. |
The Heartbeat of Best Practices
This spirit of innovation and dedication to improvement is the heartbeat of best practices and the core value of participating in an Open Forum Digital Center of Excellence (CoE). Just as Khan’s journey underscores the importance of addressing gaps and fostering learning, our CoE thrives on the collective efforts of its members to identify challenges, share knowledge, and develop effective solutions.
A Community of Learners, Teachers, and Leaders
In our CoE, we embrace the philosophy that we are all students, teachers, and leaders. Each member brings unique insights and experiences, contributing to a rich, collaborative environment where learning and innovation flourish. By participating, you not only enhance your own skills but also help shape best practices that drive digital excellence and benefit the entire community. Together, we can achieve remarkable outcomes, much like Sal Khan’s transformative impact on education.
Value of an Open Forum Digital Center of Excellence
An Open Forum Digital CoE offers immense value by serving as a hub for knowledge sharing and collaborative problem-solving. By bringing together a wide range of perspectives and expertise, the center accelerates learning and innovation. Participants can leverage collective intelligence to develop best practices, create comprehensive white papers, and document standards that drive industry-wide improvements.
Being an Open Forum Center of Excellence
Inclusivity and Accessibility
An Open Forum Center of Excellence (CoE) welcomes everyone, regardless of background or experience. This inclusivity ensures diverse ideas and perspectives enhance our collective knowledge and innovation.
Collaborative Environment
Members freely share insights and expertise, fostering a highly collaborative environment. This spirit of teamwork drives problem-solving and the creation of innovative solutions.
Transparent Communication
We operate with transparent communication channels. We share information, updates, and decisions openly, promoting trust and informed participation.
Continuous Learning and Improvement
Our open nature encourages continuous learning. Members engage in workshops, seminars, and projects, staying updated on the latest trends and technologies.
Community-Driven Standards and Best Practices
Our community establishes and upholds standards and best practices. These guidelines are shaped by collective experiences, ensuring practical and effective real-world applications.
Equal Opportunity for Contribution
Every member has an equal chance to contribute. We value and encourage active participation, whether it’s proposing ideas, leading projects, or sharing feedback.
Innovation and Creativity
The CoE’s diverse nature fuels innovation and creativity. Bringing together varied perspectives allows novel ideas and approaches to flourish.
Shared Responsibility
Success is a shared responsibility. Every member plays a role in driving initiatives, maintaining standards, and achieving goals.
Networking and Relationship Building
We provide ample networking opportunities. Members connect with peers, experts, and thought leaders, creating a strong professional network.
Focus on Real-World Solutions
We address actual challenges faced in various fields, ensuring developed solutions are relevant and actionable.
Why Get Involved?
Enhancing Personal and Professional Growth
Involvement in an Open Forum Digital CoE provides opportunities for personal and professional growth. Participants can learn from peers, stay updated on the latest trends, and gain insights from real-world experiences shared by others. This continuous learning environment helps individuals enhance their skills and advance their careers.
Driving Innovation and Excellence
By participating in the CoE, individuals contribute to the advancement of digital practices. Collaborative efforts lead to the development of innovative solutions and the establishment of standards that elevate the overall quality and effectiveness of digital initiatives.
Building a Stronger Community
Engaging with the CoE fosters a sense of community among professionals. This network of like-minded individuals supports each other in tackling challenges and celebrating successes, creating a stronger and more cohesive industry.
Types of Problems and Solutions Explored
Identifying Common Challenges
The CoE actively identifies and addresses common challenges faced by professionals in the digital space. For instance, these challenges can range from technical issues, such as integration difficulties, to strategic concerns, like aligning digital initiatives with business goals.
Developing Practical Solutions
Through open discussions and collaborative efforts, the CoE develops practical solutions to these challenges. Members continuously share their experiences, propose innovative ideas, and test new approaches, resulting in actionable solutions that can be implemented across various organizations.
Best Practices and Standards
Establishing Best Practices
One of the key activities of the CoE is to establish best practices that guide professionals in their work. These best practices, based on collective experiences and proven methodologies, ensure that they are both practical and effective.
Creating White Papers
The CoE focuses on creating white papers that provide in-depth analysis and recommendations on specific topics. These white papers serve as valuable resources for professionals seeking to understand complex issues and implement effective solutions.
Documenting Standards
In addition to best practices and white papers, the CoE meticulously documents standards that ensure consistency and quality in digital practices. These standards help organizations maintain a high level of performance and compliance with industry regulations.
Digital Transformation and AI
Tackling Challenges Together
The CoE thrives on the collaborative efforts of its members. By working together, participants can tackle complex challenges in business processes, digital transformation, and AI that might be difficult to solve individually. This collective problem-solving approach leads to more robust and sustainable solutions.
Enhancing Capabilities for Excellence
Through continuous collaboration and knowledge sharing, the CoE significantly enhances the capabilities of its members. By contributing their expertise and learning from others, participants collectively create a stronger practice that drives excellence in the digital space.

Resources for Digital Excellence Through Collaboration
These represent some of the resourceful thinkers, minds and programs driving our industry. Who should we add to this list?
- 5 Best Practices to Get Started With a Center of Excellence (reworked.co)
- Association of Artificial Intelligence (AI)
- Business Process Design Excellence
- CJ&TheDuke (cjandtheduke.com)
- Digital-Transformation Leadership
- Enterprise Global Cyber Fraud Prevention- Methods: Detection & Mitigation, & IS Best Practices
- Executive Women
- Global Recruiting Professionals
- How to Set Up an AI Center of Excellence (hbr.org)
- Khan Academy | Free Online Courses, Lessons & Practice
- Knowledge after-Party #100DaysOfServiceNow
- ITIL | IT Service Management | Axelos
- Lean Six Sigma Institute
- NVIDIA Executive Insights on AI | NVIDIA
- PRINCE2 6th edition Foundation Project Management | Axelos
- Project Management Institute | PMI
- ThinkHDI
- Titans of ServiceNow