Trusted Advisor
Notes from real work, not theory
About Me
I work with ServiceNow.
I help teams make complex systems easier to live with.
Welcome
This site is not about selling services.
It is about understanding how work really happens inside ServiceNow.
What breaks.
What survives.
What should be simpler.
These are notes from real work.
Written slowly.
With intention.
Andre Costa Moreira
andre costa moreira
Featured article
A longer reflection from the field.
Not a tutorial.
Not documentation.
A real story about decisions,
trade-offs,
and what experience teaches
when the system is already live.
3 short advices
Things I learned by watching systems
and people
over time.
Advice
Start with the standard
Before building anything new,
take time to understand what is already there.
ServiceNow comes with opinions, defaults, and patterns for a reason.
They are not perfect, but they carry lessons learned from many real environments.
Most problems I see do not come from missing features.
They come from skipping this step.
When teams ignore the standard, they lose a shared language.
Maintenance becomes harder.
Knowledge stays in a few heads.
Starting with the standard is not about limitation.
It is about grounding decisions in something stable
before adding what truly matters.
01
Clarity beats complexity
A solution does not need to be impressive.
It needs to be understandable.
Systems are used by many people over time,
not only by the ones who built them.
Complexity often looks like intelligence in the beginning.
Later, it turns into silence, fear, and workarounds.
Clarity is different.
It shows intent.
It makes decisions visible.
If the next person opening the system
can understand what is happening without asking,
then the design did its job.
02
Advice
Advice
Good systems are quiet
When systems work well,
they do not ask for attention.
No alerts.
No explanations.
No heroics.
This quiet is not accidental.
It is the result of small, careful decisions made over time.
Good systems support work instead of interrupting it.
They allow people to focus on what matters
without constantly fighting the tool.
When something is quiet,
it usually means it was designed with respect
for the people using it.
That is often the best compliment a system can receive.
03
ServiceNow toolkit
Places I return to often.
Not because they are perfect.
But because they help
when work gets messy.
Products
Understanding what each product
is meant to solve — and what it is not.
University
Learning never stops.
Especially after many years.
Community
Real answers usually come
from people who made the same mistake.
Developers
Where ideas become real.
And where simplicity matters most.
Support
Because sometimes,
you just need help.
Documentation
Not to memorize.
But to understand patterns.
Best Practices
Not rules.
Guides.
Partner Portal
Context matters.
Especially in large environments.
Grateful
To teachers.
To colleagues.
To quiet systems that worked
when no one was watching.
This site exists because of that.
And because of everyone who shared the work.