Month: December 2023

Trust Batteries – 101

The term ‘trust battery’ as a metaphor is often used to describe the dynamic and evolving nature of trust in relationships between people. It’s often a great way of expressing why you trust some people you interact with more than others, but if you haven’t heard the term before here’s a ‘101’ breakdown of the concept:

1. Trust as Energy:

   – The term “battery” implies a source of energy. In this context, trust can be seen as a form of emotional or relational energy that powers a connection between people.

2. Accumulation and Depletion:

   – Trust, like energy in a battery, can accumulate over time through positive interactions, shared experiences, and consistent reliability.

   – Conversely, trust can be depleted through broken promises, betrayal, or a lack of transparency.

3. Recharging and Draining:

   – Just as a battery needs to be recharged, trust also requires ongoing effort and positive actions to maintain and strengthen the bond between individuals.

   – Negative experiences or breaches of trust can act like a drain on the trust battery, requiring intentional efforts to rebuild. It is often the case that the rebuilding process is infinitely longer when a battery between two people has been completely drained.

4. Vulnerability and Openness:

   – Trust often involves vulnerability and openness. When people share their thoughts, feelings, and experiences with each other, it contributes to the trust-building process.

   – Being reliable, consistent, and transparent fosters an environment where trust can thrive.

5. Communication:

   – Effective communication plays a crucial role in maintaining and building trust. Clear and honest communication helps avoid misunderstandings and fosters a sense of transparency.

6. Mutual Understanding:

   – Trust batteries are charged when there is a mutual understanding of each other’s values, intentions, and expectations.

   – Taking the time to understand and empathize with the perspectives of others contributes to the development of trust.

7. Forgiveness and Repair:

   – Inevitably, there may be times when trust is damaged. Forgiveness and a commitment to repair the breach are essential for rebuilding trust.

   – Recognizing mistakes, apologizing sincerely, and taking corrective actions contribute to the process of trust repair.

8. Long-Term Investment:

   – Building and maintaining trust is a long-term investment. It requires ongoing effort, commitment, and a willingness to invest time and energy in the relationship.

The concept of trust batteries illustrates the dynamic and evolving nature of trust in relationships. Like a battery, trust can be charged through positive interactions and depleted through negative experiences. Nurturing trust involves ongoing effort, communication, vulnerability, and a commitment to repair when trust is damaged.

If I have any advice from my own experiences, it is to make sure that you take action to prevent batteries from being fully depleted, because once you have completely depleted that battery it can rarely ever hold a charge again.

What makes a great ServiceNow Architect?

A good ServiceNow architect possesses a combination of technical expertise, strategic thinking, and effective communication skills. Here are some key qualities and skills that contribute to making a good ServiceNow architect:

Technical Proficiency:

  • ServiceNow Platform Knowledge: A good architect should have in-depth knowledge of the ServiceNow platform, including its various modules, components, and functionalities.
  • Scripting and Development Skills: Proficiency in JavaScript, GlideScript, and other scripting languages used in ServiceNow is crucial for customizations and development.
  • Integration Skills: Experience in integrating ServiceNow with other systems using REST, SOAP, and other integration methods is essential.
  • Data Modelling and CMDB: Strong understanding of data modelling principles and configuration management database (CMDB) implementation.

ServiceNow Certifications:

  • Certifications: ServiceNow offers various certifications for different roles, including System Administrator, Implementation Specialist, and Application Developer. A good architect often holds relevant certifications to demonstrate their expertise.

ITIL Knowledge:

  • ITIL Framework: Understanding of ITIL (Information Technology Infrastructure Library) practices is important, as ServiceNow is often used to implement IT service management processes aligned with ITIL.

Problem-Solving Skills:

  • Analytical Thinking: The ability to analyse complex business requirements and translate them into effective ServiceNow solutions.
  • Troubleshooting: Proficiency in identifying and resolving issues in ServiceNow configurations and customizations.

Communication Skills:

  • Stakeholder Communication: A good architect must effectively communicate with technical and non-technical stakeholders, understanding their needs and translating them into technical solutions.
  • Documentation: Strong documentation skills to create clear and comprehensive documentation for configurations, customizations, and processes.

Project Management Skills:

  • Project Planning: Ability to plan and manage ServiceNow implementation projects, ensuring that they are completed on time and within budget.
  • Resource Management: Efficiently allocate resources, including development teams and infrastructure, to meet project goals.

Continuous Learning:

  • Stay Updated: ServiceNow regularly releases updates and new features. A good architect stays informed about the latest developments within the ecosystem and incorporates them into their knowledge base.

Leadership and Collaboration:

  • Team Collaboration: Collaborate effectively with development teams, administrators, and other stakeholders to ensure the successful implementation of ServiceNow solutions.
  • Leadership Skills: Provide leadership in guiding teams through the ServiceNow implementation process and making decisions that align with organizational goals.

Business Acumen:

  • Understanding Business Processes: The ability to understand and align ServiceNow solutions with the broader business objectives of the organization.


  • Adapt to Change: The IT landscape is constantly evolving. A good ServiceNow architect is adaptable and can adjust to changes in technology and business requirements.

Customer-Focused Mindset:

  • Customer Satisfaction: Prioritise customer satisfaction by ensuring that ServiceNow solutions meet the needs of end-users and stakeholders.

Overall, a successful ServiceNow architect combines technical expertise with effective communication, leadership, and problem-solving skills to deliver solutions that align with organizational objectives. Continuous learning and staying current with ServiceNow advancements are crucial for long-term success in this role.