DSS - Digital and Software Solutions

05/06/2026

Are you using only 20% of what you're paying for in ServiceNow? 🤔

Many organizations use ServiceNow for incident management and support tickets while overlooking a significant portion of the platform's capabilities.

The reality is that ServiceNow can help automate workflows, improve operational efficiency and transform experiences for both employees and customers.

In Part 1 of our ServiceNow Capability Map series, we explore the core IT and Customer Workflow capabilities that drive digital transformation across the enterprise.

✔️ IT Service Management (ITSM)
✔️ IT Operations Management (ITOM)
✔️ IT Asset Management (ITAM)
✔️ Customer Service Management (CSM)
✔️ Field Service Management (FSM)

Understanding the full capability map is the first step toward maximizing your ServiceNow investment and unlocking greater business value.

Read the full article here: https://dss.bg/news/servicenow-capability-map-it-customer-workflows-part-1

What ServiceNow capability has delivered the biggest impact for your organization?

Explore every module in the ServiceNow Capability Map. Part 1 covers ITSM, ITOM, ITAM, Customer Service Management, and Field Service Management.

04/06/2026

Yesterday, we hosted another inspiring Dеmo Day, where colleagues showcased innovative projects and shared ideas shaping the future of digital solutions.

Highlights included:

- AI Agent for Automated Knowledge Creation in ServiceNow
👨‍💼Presented by Bobi Ivanov

- Application for Diagnostics, Analysis and Personalized Treatment
👨‍💼Presented by Todor Milushev

- Digital Home Management Solution
- Customer Identity Verification (KYC) Platform
- Digital Pension Services
👩‍💼🧑‍💼Presented by Valentina Andreeva and Plamen Drumev

From AI-powered automation and healthcare innovation to customer-centric digital services, the presentations demonstrated how technology can simplify processes, improve user experiences and create real business value.

🩵A huge thank you to all presenters for sharing their expertise and passion. Dеmo Day continues to be a great opportunity to learn from each other, exchange ideas and celebrate innovation across our teams!

28/05/2026

So excited to see DSS - Digital and Software Solutions featured in The Recursive! 🎉

The article highlights our work, growth and the impact we create across industries and public sector initiatives.

Big thanks to our incredible team! 👏

https://therecursive.com/meet-dss-behind-bp-s-servicenow-and-national-education/

Somewhere inside the customer service infrastructure of a major European telecom, or running beneath the onboarding pipeline of a bank, or loaded on the

27/05/2026

Excited to see our Managing Director, Plamen Nakov, leading the conversation at The Recursive CEE Forum during ViennaUP.

As host of the workshop “Breaking Identity: Rethinking Digital Identification in the Age of AI and Wallets,” last week, he joined industry experts in exploring the growing challenges around AI-generated fraud, digital trust, EU Digital Identity Wallets and the real-world impact of eIDAS 2.0.

An important discussion on the future of digital identity and trust infrastructure -and one that is only becoming more relevant. 👏

https://www.instagram.com/reel/DYzeD58xwKc/?utm_source=ig_web_button_share_sheet

20/05/2026

🚨 Most companies have inactive users with ACTIVE access inside ServiceNow right now…

And that’s a massive security risk. 👀

In this new ServiceNow Zurich tutorial, we show how to AUTOMATE the entire inactive user cleanup process using the User Inactivity Tracker application.

✔️ Automatic user deactivation
✔️ Reminder notifications
✔️ Role & group cleanup
✔️ Task generation
✔️ Scheduled automation
✔️ Preserving critical groups

No more manual cleanup.
No more forgotten accounts.
No more unnecessary access risks.

If you're working with ServiceNow and still handling inactive users manually… you NEED to watch this.

🎥 Full tutorial now live: https://youtu.be/2fTWm11EXaE

✔️ Learn how to configure and utilize the User Inactivity Tracker application in ServiceNow Zurich.In this tutorial, we will walk through the complete setup ...

05/05/2026

🚨 STOP Guessing Your Data. Master ServiceNow Dashboards Now

Learn how to build a powerful Platform Analytics dashboard in ServiceNow (Australia release) and turn raw incident data into clear, actionable insights.

In this video, you’ll discover how to:

✔️ Set up Performance Analytics
✔️ Create a custom dashboard from scratch
✔️ Visualize incidents with time series charts
✔️ Track trends and improve IT operations visibility

If you're working with ITSM or looking to level up your ServiceNow skills, this is a must-watch.

🎯 Perfect for developers, admins and IT teams who want better control over incident management.

👉 Watch now & start building smarter dashboards
https://www.youtube.com/watch?v=wBD0LjmLrus

In this video, we demonstrate how to create a Platform Analytics dashboard in ServiceNow (Australia release) and configure visualizations based on the Incide...

29/04/2026

Big congratulations to the Technical University of Sofia for joining the ServiceNow Academic Partnership Program! 🎉

This is a fantastic opportunity for students to gain real-world skills and hands-on experience in some of the most in-demand tech areas today.

We’re especially proud that DSS is part of this journey. Our ServiceNow experts will be directly involved in teaching and mentoring students throughout the program, helping them turn knowledge into real career opportunities.

Exciting times ahead for the future tech talent in Bulgaria, we can’t wait to see what comes next!

-Sofia

🎉 We are happy to congratulate the Technical University of Sofia University of Sofia on becoming part of the ServiceNow Academic Partnership Program - a meaningful step toward advancing technology education in Bulgaria. As a leading institution in engineering and innovation, Technical University ...

27/04/2026

🤖 AI isn’t the future anymore. It’s a competitive advantage today.

ServiceNow Now Assist is changing how teams work across IT, customer support, HR and development.

What does that mean in practice?
✔ Faster incident resolution
✔ Lower operational costs
✔ Higher team productivity
✔ Less manual work

Now Assist doesn’t just automate workflows.

It understands context, summarizes information and generates solutions.

The result?
Less time spent on tickets. More time creating real value.

If you’re already using ServiceNow, the question isn’t whether you should adopt AI. It’s how fast you can implement it.

Read more: https://dss.bg/news/servicenow-now-assist-generative-ai-productivity

ServiceNow Now Assist uses generative AI to reduce costs, boost productivity and optimize ITSM, CSM and HR workflows with faster resolutions and ROI.

24/04/2026

Two days ago, big part of our team completed a really insightful training on Process Management, Risk & Compliance!

The session focused on building a shared understanding of how processes work, why they matter, and how risk and compliance fit into the bigger picture. We touched on topics like process basics, lifecycle thinking, and the importance of clear documentation - things that apply everywhere, not just in our daily work.

🌟It’s great to see how, alongside our day-to-day work, we keep pushing ourselves to grow and become even better at what we do 🔥

The best part? A fun, hands-on exercise based on an everyday task we normally don’t even think about. It was a great reminder that structured thinking can improve even the simplest things. 🙌

22/04/2026

🤖 AI agents are no longer the future; they’re already part of how we build in ServiceNow.

In this tutorial, we show how to build an AI Agent for a To-Do list using the Yokohama release of ServiceNow.

✔️ Create an AI Agent
✔️ Define roles and instructions
✔️ Build an Agentic Workflow
✔️ Automate task handling

If you're working with ServiceNow and not exploring AI Agents yet, you're already behind.

🎥 Watch the full video: https://youtu.be/lG9u_tZEWYk

Build an AI Agent for a To-Do List in ServiceNow (Yokohama Release) ✔️