ServiceNow TechBytes: Recent Episodes
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Voice AI sounds simple until you try to deploy it at scale — across airports, accents, languages, and thousands of employees at once.
In this episode of ServiceNow Insights, host Bobby Brill sits down with Midam Kim, an ML engineer and linguist at ServiceNow, to unpack what it actually takes to build voice AI as an enterprise product. From the out-of-vocabulary problem (why AI still struggles with names) to why turn-taking in conversation is a linguistic skill most people never think about, Midam breaks down the human science behind the technology.
In this episode:
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Why voice AI is replacing typing as the default way to interact with enterprise systems
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The difference between building for employees (B2B) vs. building for their customers (B2B2C)
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Why an airport is one of the hardest possible environments for voice AI — and what ServiceNow does about it
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The "out-of-vocabulary" problem: why AI still struggles with names, accents, and rare expressions
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Why ServiceNow's secret sauce is hiring linguists, not just engineers
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The linguistic framework behind every voice interaction: sounds, words, and turn-taking
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Why voice AI is like teaching a kid to speak for the first time
Chapters
00:00 — Welcome to ServiceNow Insights
00:22 — Meet Midam Kim, ML Engineer & Linguist
00:35 — Why voice is replacing typing
01:48 — What voice AI actually does for employees
03:40 — B2B vs. B2B2C: who's really using this?
05:11 — Desk employee vs. airport traveler: two different problems
06:42 — Building for an ever-changing environment
08:53 — Why airports are the hardest use case
09:54 — Accents, fluency, and the diversity problem
11:20 — "My Name Is. My Name Is. My Name Is." — the OOV problem
12:50 — The coffee shop name story
13:20 — How ServiceNow trains its models
14:59 — The 3 linguistic layers: sounds, words, interaction
16:38 — Midam's turn-taking story from Korea
18:33 — Why voice agents can't be "that person you avoid"
20:16 — "We can make it great"
Subscribe for more ServiceNow Insights episodes on AI, voice technology, and enterprise innovation.
Related episode: Voice AI Agent Evaluation — how ServiceNow measures whether voice AI meets human expectations. https://youtu.be/x7Ks932T18o
For more about voice in AI from Midam Kim - https://youtu.be/3NUf6W_FMWs?is=wGc7BfyhiDp8JlOW
#VoiceAI #EnterpriseAI #ServiceNow #ArtificialIntelligence #Linguistics #ConversationalAI #AIProduct #Podcast
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Most organizations deploying AI agents can’t answer a basic question: is it actually working? Not whether the agent runs — whether the process actually got better.
In Episode 3 of our process mining and process intelligence series, Damian Pascale and Roz Parpia join host Bobby Brill to go deep on what it actually looks like to run process intelligence with AI in the mix — from the AI Visibility Gap, to a four-step framework for finding the right AI use cases, to what “closed loop intelligence” really means once agents are governing agents.
This episode’s answer to the recurring question: don’t automate the chaos. Find it, understand it, improve it — then, and only then, streamline it.
CHAPTERS
0:00 Introduction — Damian Pascale & Roz Parpia
0:56 “Don’t automate the chaos” — where the phrase comes from
2:25 Process mining vs. process intelligence — what actually changed
4:21 The linchpin: where AI fits across all three layers
5:36 The AI Visibility Gap — what most organizations are missing
6:56 A real example: when agent metrics look great, but quality doesn’t
8:13 The four-step framework: Find, Understand, Improve, Streamline
11:27 Where AI comes into streamlining — sizing the right use cases
13:19 Does the order of the four steps actually matter?
14:04 Task Mining — the human side process mining can’t see
15:19 A concrete example: the procurement approval bottleneck
16:31 The closed loop — six steps to continuous improvement
17:30 Why you can never skip the ‘detect’ step
18:05 Measuring real impact with the compare feature
19:25 Governance and AI Control Tower, explained simply
20:46 Mining the agents themselves — a third layer of visibility
21:36 Closed loop intelligence — the three layers, confirmed
22:48 Day one: what to do after deploying your first agent
23:38 Closing thoughts from both guests
24:26 Wrap-up
IN THIS EPISODE
• Why an AI agent doesn’t fix a broken process — it just runs the broken process faster
• The real difference between process mining and process intelligence: three layers in one
• The AI Visibility Gap: why almost every customer has deployed an agent, but few can prove it’s working
• A real customer example — an agent that improved response time but quietly increased the reopen rate
• The four-step framework for AI-ready process improvement: Find, Understand, Improve, Streamline
• The 2–15 minute rule (and the 3–9 minute sweet spot) for sizing the right AI agent use cases
• Why skipping straight to automation is exactly how you end up automating the chaos
• Task Mining and the procurement approval example — 45 minutes across four systems, invisible to process mining alone
• The six steps of the closed loop, and why the ‘detect’ step is the one everyone skips
• Using the compare feature to measure whether an AI agent actually helped — or just moved the problem
• AI Control Tower, explained simply — and how it becomes a third layer of process intelligence
• Closed loop intelligence: the agent, the governance, and the agent’s own behavior — all observable, all improving
GET STARTED
If you’re a ServiceNow customer, you already have access to free evaluation projects — no license needed.
https://www.servicenow.com/au/products/process-mining/get-started.html
https://www.servicenow.com/docs/r/now-intelligence/process-mining/process-mining.html
https://www.youtube.com/watch?v=TVrU0TQ7ldM
https://www.youtube.com/watch?v=GLKROYqnc10
#ServiceNow #ProcessMining #ProcessIntelligence #AIAgents #AgenticAI #TaskMining #AIGovernance #AIControlTower #WorkflowAutomation #DigitalTransformation #ContinuousImprovement #ClosedLoopIntelligence #ServiceNowPodcast #EnterpriseAI #DontAutomateTheChaos
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Is process mining just Six Sigma with better software? Two former Lean Six Sigma consultants — now Product Managers at ServiceNow — answer that question. The answer is more interesting than you’d expect.
Tomas Galle (Six Sigma Black Belt) and Roz Parpia (Green Belt) join host Bobby Brill to trace process intelligence from factory floors and sticky-note whiteboards to process maps generated in under ten minutes from data you already own.
They cover the real cost of the old way, non-conformance, the ServiceNow Playbooks feature, Task Mining, and the question every AI agent deployment should be asking but usually isn’t: did the process actually get better?
CHAPTERS
0:00 Introduction — Tomas Galle & Roz Parpia
2:02 Is process mining just Six Sigma?
4:13 The belt system explained — Black Belt, Green Belt, and the punchline
4:58 Manufacturing observation: what process improvement looked like before
7:51 The real cost of the old way — six figures, six months, one process
8:46 Customer reaction: ten years of work, solved in ten minutes
9:03 Where ServiceNow sits in the Process Intelligence market
10:56 Annual physical vs. wearable — continuous vs. snapshot
13:13 Conformance checking and the happy path
14:10 Non-conformance: what it is and why everyone should care
16:58 Static statistics vs. analysis on the move
17:05 Playbooks: responding to non-conformance in real time
18:54 How to get started today — free evaluation projects, no license needed
20:26 Task Mining: the human layer process mining can’t see
22:00 You’re already sitting on a goldmine
22:53 Closing thoughts
IN THIS EPISODE
• Why “that’s just Six Sigma” is actually the right reaction — and what it’s still missing
• Frederick Taylor’s stopwatch, the Gemba walk, and how the factory floor became the IT service desk
• Why a single process improvement engagement used to cost six figures and take up to six months
• The Gartner Magic Quadrant for Process Intelligence — and Roz’s candid take on where ServiceNow really stands
• The wearable vs. annual physical: why continuous process mining beats the yearly audit
• Conformance checking and the happy path — what it means when your process deviates
• Non-conformance explained with a real change management example (87% vs. 98% CAB approval)
• How the ServiceNow Playbooks feature turns detection into real-time correction with one click
• Task Mining: what people do in Outlook, Teams, and Excel that never appears in your process map
• How to start mining your own data today — no license required, no IT admin needed
GET STARTED
If you’re a ServiceNow customer, you already have access to free evaluation projects — no license needed.
https://www.servicenow.com/au/products/process-mining/get-started.html
https://www.servicenow.com/docs/r/now-intelligence/process-mining/process-mining.html
https://www.youtube.com/watch?v=TVrU0TQ7ldM
https://www.youtube.com/watch?v=GLKROYqnc10
TAGS
ServiceNow #ProcessMining #ProcessIntelligence #SixSigma #LeanSixSigma #TaskMining #AIAgents #WorkflowAutomation #DigitalTransformation #ContinuousImprovement #NonConformance #Playbooks #ServiceNowPodcast #EnterpriseAI #ProcessImprovement #GembaWalk #ConformanceChecking
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Engineering teams are building ten times — even a hundred times — more than they could two years ago. That's a win, but one not without challenges. Because the cost of building the right thing has climbed exponentially. In this episode of the ServiceNow Insights podcast, host Bobby Brill sits down with three leaders who are living this tension from three distinct angles: the content and design leader who first spotted the productivity math problem, the design VP pushing for discernment over speed, and the research lead keeping the human at the center.
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IN THIS EPISODE
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DAVID HOARE — Group VP, Digital Content & Design, ServiceNow
ANAND THARANATHAN — Group VP, Product Research & Insights, ServiceNow
DANTLEY DAVIS — SVP of Design, ServiceNow ━━━━━━━━━━━━━━━━━━━━━━━━
CHAPTERS
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0:00 Introduction & Guest Intros
1:13 David: The AI Philosophy — ChatGPT as genuine inflection point
3:02 David: Economic viability — why AI unlocks what was never possible before
3:12 Anand: Three-person startups scaling to $100M+
3:45 Dantley: From 3D Studio Max to Jarvis — AI as human superpower
6:29 Anand: The customer north star hasn't changed
7:10 David: Engineering's survival problem — the 100x production gap
8:32 David: Andrew Ng's PM-to-engineer ratio + the cost of building wrong
9:40 Dantley: Nine concepts in an hour — design velocity and discernment
12:04 Dantley: The hip-hop tastemaker — slowing down as part of the process
14:20 David: Content governance — the fox guarding the hen house
16:21 Anand: Trust and the human-AI system
17:20 Dantley: AI surprise — UI tech stacks, feature completeness & hidden tech debt
20:21 18-Month Close — Anand, Dantley & David ━━━━━━━━━━━━━━━━━━━━━━━━
KEY TAKEAWAYS
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• Engineering is the first function to see massive AI productivity gains — but that creates a gap every other function has to survive
• The cost of building has dropped. The cost of building the wrong thing has climbed exponentially
• Discernment is the bottleneck — not speed. Nine concepts in an hour still needs a tastemaker
• AI quality is only as good as the content signals it receives — governance is not optional
• The customer north star hasn't changed. AI just changes how fast you can move toward it
• Customer value is the only metric that matters. Everything else is the path to it ━━━━━━━━━━━━━━━━━━━━━━━━
ABOUT THIS PODCAST
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Subscribe for new episodes on AI, product, engineering, and the future of work.
#ServiceNow #AI #ArtificialIntelligence #ProductDesign #SoftwareEngineering #ContentGovernance #DesignLeadership #AIStrategy #ProductManagement #EngineeringLeadership #TechLeadership #FutureOfWork #ServiceNowInsights #MachineLearning #Innovation #DesignThinking #TechPodcast #AIProductivity #DigitalTransformation #CustomerValue
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What does it actually mean to be AI native? Not the buzzword — the real thing. Host Bobby Brill brings together seven ServiceNow experts across six conversations for a complete picture of what AI native thinking, building, and working looks like right now.
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WHAT WE COVER
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DI LE — AI Ethicist & Human-Centered AI Strategist, ServiceNow
The clearest definitions you'll find anywhere of responsible AI, ethical AI, and human-centered AI — and why all three are required if you're going to do this right. Plus: why AI native means AI as the operating system, not a feature.
DR. ALAINA BEAVER — Global Head of Accessibility Customer Engagement, ServiceNow
ServiceNow built the world's first AI model accessibility checker with the Global Accessibility Awareness Day Foundation — and open-sourced it on GitHub for free. Because responsible AI native behavior means holding AI itself accountable.
ANAND THARANATHAN — Research Leader, ServiceNow
A framework from cognitive science every AI builder needs: use, disuse, misuse, and abuse. The four modes of AI interaction — and why proper use is the only one that delivers.
TARA BOGAVELLI & KATRINA STANKIEWICZ — Voice AI Research Team, ServiceNow
How ServiceNow built a rigorous open-source evaluation framework for voice agents from scratch — and what cascade failures, transcription errors, and prosody failures actually sound like in practice.
IAN THURLOW & ANDREW YAN — Software Engineering Manager & Software Engineer, ServiceNow
The daily ground-floor reality of being AI native: AI as accelerator, AI as the new Stack Overflow, the calculator analogy, and why fundamentals matter more than ever.
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LEARN MORE
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ServiceNow Responsible AI: https://www.servicenow.com/responsible-ai
AI Model Accessibility Checker: https://www.servicenow.com/accessibility-statement.html
ServiceNow AI: https://www.servicenow.com/artificial-intelligence
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ABOUT THIS PODCAST
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Hosted by Bobby Brill. A ServiceNow podcast exploring the people, technology, and ideas shaping the future of work.
AINative #ServiceNow #ResponsibleAI #HumanCenteredAI #AIEthics #EnterpriseAI #FutureOfWork #NowAssist #ArtificialIntelligence #Podcast
See omnystudio.com/listener for privacy information.
Day One Ready: What New Engineers Actually Need to Know About AI | Engineering Now Unlocked
Starting your first engineering role — or coming back for a return offer — and wondering what AI actually changes about the job? This episode gives you the real answer, from two engineers living it every day.
Jordan Shelton and Cynthia Mathenge sit down with Ian Thurlow (Senior Manager, Data Platform Software Engineering) and Andrew Yan (Software Engineer, Data Foundations) to talk about what day one looks like now, what AI tools actually do for early-career engineers, and what fundamentals still separate good engineers from great ones. If you’re about to start an internship, just got your return offer, or you’re a manager thinking about how to set new engineers up for success — this is the conversation you need before day one.
What you’ll learn
✔ What AI actually changes about day-to-day engineering work (and what it doesn’t)
✔ Why the fundamentals matter more than ever — not less
✔ How to build a network at a company like ServiceNow, even if you start remotely
✔ How to use AI as a sounding board, not a crutch
Chapters
00:00 Introduction — Engineering Now Unlocked
02:08 Meet Ian Thurlow and Andrew Yan
03:03 How AI is changing day-to-day engineering work
04:47 AI as an accelerator, not a replacement
09:04 AI as a sounding board
12:38 Leadership mindset in an AI-first team
13:46 Raising the bar for early-in-career talent 1
5:41 What your first 30 days should look like
17:43 This or That
19:16 Code reviews: the fastest way to learn that nobody talks about
20:57 Building your network — even fully remote
24:24 Ian and Andrew’s Work Advice
27:43 Outro
Guests
Ian Thurlow Senior Manager, Data Platform Software Engineering — ServiceNow
Andrew Yan Software Engineer, Data Foundations — ServiceNow
Hosts
Jorden Shelton Technical Program Manager, AI Engineering & Delivery — ServiceNow
Cynthia Mathenge Business Operations Manager, AI Engineering & Delivery — ServiceNow
Bobby Brill ServiceNow Insights
Links & Resources Learn more about ServiceNow Engineering → https://www.servicenow.com/company/careers/engineering.html
ServiceNow Docs → https://docs.servicenow.com
New to the channel? Subscribe so you never miss an episode of ServiceNow Insights.
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Voice AI agent evaluation — why it's fundamentally harder than text, how cascade failures derail conversations invisibly, and ServiceNow's open-source framework to establish industry evaluation standards. Featuring real audio examples showing authentication failures, leaked reasoning, and latency problems.
WHAT WE COVER
TARA BOGAVELLI — Research Engineer, ServiceNow
Leading the open-source voice agent evaluation framework. Explains why existing benchmarks don't measure what matters and what ServiceNow is releasing to establish industry standards.
KATRINA STANKIEWICZ — Staff Machine Learning Engineer, ServiceNow
Cascade model architecture expert. Breaks down STT → LLM → TTS failure modes, named entity transcription challenges, and real audio example analysis.
GABRIELLE GAUTHIER MELANÇON — Staff Applied Research Scientist, ServiceNow
Multi-language evaluation specialist. Reveals why Large Audio Language Models lag behind, the native speaker requirement, and bot-to-bot simulation methodology.
CHAPTERS
0:00 Introduction — The evaluation gap
1:11 ServiceNow's Open-Source Framework Announcement — Tara Bogavelli
2:43 Meet the Researchers
3:43 Voice-Specific Challenges — Tara Bogavelli
5:03 Cascade Architecture: STT → LLM → TTS — Katrina Stankiewicz
7:57 The Named Entity Problem — Katrina Stankiewicz
10:06 Evaluation Metrics: Accuracy vs Experience — Gabrielle Gauthier Melançon
11:23 Bot-to-Bot Testing at Scale — Gabrielle Gauthier Melançon
14:30 The LALM Gap: Why Audio AI Judges Struggle — Tara Bogavelli
16:57 Real Audio Example: Flight Rebooking Gone Wrong
21:58 Breaking Down the Failures — Katrina Stankiewicz 28:30 Wrap-Up & Resources
KEY INSIGHTS
The Cascade Failure Problem: STT → LLM → TTS errors propagate invisibly Named Entity Transcription: The #1 enterprise blocker—names, confirmation codes, emails break authentication Accuracy vs Experience: Perfect task completion means nothing if users hang up due to poor experience LALM Gap: Large Audio Language Models lag behind text LLMs—human evaluators remain essential Latency Kills Conversations: Five-second pauses make users think the call dropped, breaking the experience even when tasks complete Open-Source Framework: ServiceNow releasing evaluation tools, metrics, and bot-to-bot simulation methodology for the industry.
LEARN MORE
Website: https://servicenow.github.io/eva/ GitHub:
https://github.com/servicenow/eva Blog Post:
https://huggingface.co/blog/ServiceNow-AI/eva Dataset: https://huggingface.co/datasets/ServiceNow-AI/eva
ABOUT
Hosted by Bobby Brill. ServiceNow Insights podcast explores AI research, real-world applications, and the people building the future of work. #VoiceAI #AIEvaluation #ServiceNow #MachineLearning #OpenSource #ConversationalAI #STT #TTS #LLM #VoiceAgents #AIResearch #Podcast
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AI governance at scale — what it means, how to do it, and what regulations you need to know now. Host Bobby Brill brings together five ServiceNow experts across two conversations for a complete 20-minute briefing on governing AI in the enterprise.
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WHAT WE COVER
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RAVI KRISHNAMURTHY — VP, AI Platform, ServiceNow
Why hidden AI is one of the biggest unmanaged risks in the enterprise — and why governance is an accelerator, not a brake.
PETER WEIGT — Responsible AI, ServiceNow
The innovation paradox: how AI Control Tower makes governance a team sport and breaks down the silos that slow AI deployment down.
SAMPADA CHAVAN — AI Control Tower, ServiceNow
How AI Control Tower was built, what the discovery problem really looks like, and why compliance must be baked into the AI lifecycle — not bolted on at the end.
ANDREA LAFOUNTAIN — AI Legal, ServiceNow
The three regulatory frameworks every enterprise needs to know: EU AI Act, Colorado AI Act, and NIST. Plus: the compliance strategy that scales across all of them.
NAVDEEP GILL — Responsible AI, ServiceNow
The math on enterprise AI compliance — why it's exponential — and how AI Control Tower's automated discovery keeps you ahead of it.
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CHAPTERS
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0:00 Introduction
1:23 The Hidden AI Problem — Ravi Krishnamurthy & Sampada Chavan
5:33 AI Control Tower in Practice — Peter Weigt & Sampada Chavan
7:37 The Regulatory Landscape — Andrea LaFountain & Navdeep Gill
14:38 Compliance in Action & Key Deadlines
17:05 Wrap-Up
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KEY DATES TO KNOW
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EU AI Act enforcement: August 2026
Colorado AI Act enforcement: June 2026
NIST AI RMF: Voluntary framework, increasingly referenced by regulators
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LEARN MORE
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ServiceNow AI Control Tower: https://www.servicenow.com
NIST AI Risk Management Framework: https://www.nist.gov/artificial-intelligence
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ABOUT THIS PODCAST
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Hosted by Bobby Brill. A ServiceNow podcast exploring the people, technology, and ideas shaping the future of work.
AIGovernance #ServiceNow #AIControlTower #ResponsibleAI #EUAIAct #EnterpriseAI #AICompliance #FutureOfWork #NowAssist #Podcast
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What is Agentic AI — and what can it actually do for your business? In this episode of the podcast, host Bobby Brill brings together three conversations with the people building Agentic AI at ServiceNow into one 20-minute briefing.
Whether you're leading a team, managing a platform, or just trying to understand what your company is investing in - this episode gives you the full picture.
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WHAT WE COVER
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RITA CASTILLO — VP of Design, Platform & AI
The clearest explainer of Agentic AI you'll find. Rita walks through the full evolution from scripted automation to agentic systems, what makes agentic different, and how the orchestrator-and-agent hierarchy works at ServiceNow.
AMRUTHA RAMESH — Visiting Researcher, ServiceNow
Amrutha built Agent Ada — a real AI agent designed to turn enterprise data into actionable insights. She explains how Ada understands your goal, adapts to who's asking, and delivers analysis your team can actually use.
ISSAM LARADJI & ANITHA RAGHAVAN — Research Scientist & Product Manager, ServiceNow
How do you know if your AI's insights are trustworthy? Issam and Anitha built InsightBench — a benchmark that uses AI to evaluate AI — to answer exactly that question.
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CHAPTERS
0:00 Introduction
1:30 What Is Agentic AI? — Rita Castillo, VP of AI Design
6:00 How Agents Work as a Team
10:30 Meet Agent Ada — Amrutha Ramesh, Visiting Researcher
16:00 Can You Trust Your AI? — Issam Laradji & Anitha Raghavan
21:30 Wrap-Up
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GUESTS
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Rita Castillo — VP, AI Design at ServiceNow
Amrutha Ramesh — Visiting Researcher, ServiceNow
Issam Laradji — Research Scientist, ServiceNow
Anitha Raghavan — Product Manager, ServiceNow
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LEARN MORE
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ServiceNow Agentic AI: https://www.servicenow.com
More episodes:
Narrative Analytics with Agent Ada: https://youtu.be/k1P9o2glq90
InsightBench & AgentPoirot: https://youtu.be/0_ikQQ82qAk
Understanding Agentic AI with Rita Castillo: https://youtu.be/JyFdcQChYLs
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ABOUT THIS PODCAST
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Hosted by Bobby Brill. ServiceNow INsights podcast explores the people, technology, and ideas shaping the future of work.
#AgenticAI #ServiceNow #AIAgents #ArtificialIntelligence #FutureOfWork #EnterpriseAI #DataAnalytics #NowAssist #MachineLearning #Podcast
See omnystudio.com/listener for privacy information.
Your dashboards show you what's happening. Process mining shows you why — and what to do about it. In this episode, Bobby Brill sits down with Dan Grady to demystify process mining: what it is, how it works within the ServiceNow platform, and why organizations using it are uncovering years of hidden inefficiency they never knew existed.
Dan walks through real customer stories — from a double approval process for printer toner that was costing 2 days per request to a single form-field change that saved 7 years of manual work per month — and explains how process mining moves you from raw data to actionable insight faster than any traditional approach.
Dan Grady has a technology career that spans over 25 years. The last 10 spent at ServiceNow. In his current role as Director of Product Management, he is focused on helping customers identify process improvement opportunities through the use of ServiceNow's Process and Task Mining solution. Outside of the office, he enjoys spending time with his wife and 3 girls, public speaking, bad NY sports teams, a good happy hour deal, and storytelling.
Whether you're new to ServiceNow or a seasoned admin, this episode will change how you think about your workflows.
🔗 Get started with Process Mining: https://www.servicenow.com/community/process-mining-article/servicenow-process-mining-formerly-process-optimization-faq/ta-p/2309083
📄 Learn more about ServiceNow: https://www.servicenow.com/docs/
🎓 ServiceNow Docs YouTube Channel: https://www.youtube.com/channel/UCQjE37R-Y4DTq7kUWPO83Wg
Chapters
0:00 – Introduction & Dan Grady's Background
1:13 – What Is Process Mining? (The X-Ray for Your Business)
2:08 – Why Dashboards Alone Aren't Enough
3:56 – From Raw Data to Actionable Insights
4:59 – The Printer Toner Story: Removing a Step, Saving Two Days
6:01 – The Spaghetti Bowl: Visualizing Your Processes
7:34 – The "47 Years" Moment That Shocks Every Customer
8:43 – Finding Automation Opportunities with Process Mining
10:49 – Best Practices: How to Avoid Getting Overwhelmed
12:35 – Getting Started: First Steps on the Platform
15:11 – Real Customer Use Cases (Approvals, Routing & More)
17:59 – Why You Never Stop Needing Process Mining
20:50 – The Analytics Stack: Operational Reporting → Platform Analytics → Process Mining
22:45 – Closing & Where to Learn More
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The Human in the Loop | Ethical AI with Di Le
ServicveNow Insights Podcast - hosted By Bobby Brill
What does it actually mean to build AI responsibly? Not the buzzword version. The real version. In our latest episode, I sat down with Di Le — AI Ethicist and Human-Centered AI Strategist at ServiceNow — and she broke it down in a way I hadn't heard before.
Most people use Ethical AI, Responsible AI, and Human-Centered AI interchangeably, and Di breaks down exactly where each one lives and how they apply to building AI that aligns with our societal values. Fairness. Transparency. Bias. Beyond evaluation and technical talking points, these are also design decisions with real consequences for real people — and operationalizing them is harder than most organizations want to admit.
One line from Di that stopped me: "People have crossed oceans and built monuments in honor of our capability to think. And I just want people to preserve that and not surrender it so freely." That's the episode in one sentence.
To learn more about Ethical AI and reseatch from Di Le and more - https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1020&context=sighci2025
https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1025&context=sighci2024
https://www.youtube.com/watch?v=QhVY-85A-Wk&t=5s
ServiceNow Insights Podcast 🎧 The Human in the Loop — now available wherever you listen to podcasts.
0:00 – Introduction & Di Le's Background
1:35 – Is Ethical AI Just About Preventing Skynet?
2:22 – Responsible AI vs. Ethical AI vs. Human-Centered AI
6:34 – Why All Three Are Deeply Interconnected
8:39 – When "Amazing" Tech Goes Wrong: The Adobe Example
10:07 – Fairness, Transparency & Accountability Explained
12:06 – The Mug Factory: Understanding Bias in AI
14:52 – Transparency & Interpretability in AI Design
16:48 – Keeping Humans Genuinely in the Loop
18:06 – Accountability & Human Oversight
20:39 – Why Bias Isn't a Bug You Can Just Fix
22:30 – How ServiceNow Approaches Responsible AI
23:11 – Why Di Chose ServiceNow (The Origin Story)
27:09 – One Thing Everyone Should Do With AI 28:38 – Closing
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AI is transforming how businesses operate and how early-career talent grows. In this episode, UTG Unlocked, Mark Stockford (GVP, Global Cloud Operations) and Alyssa Gerhart (former intern, now full-time employee) share how AI is reshaping work at ServiceNow—from strategic impact to day-to-day execution. Our guest hosts Jorden Shelton and Cynthia Mathenge guide the conversation and explore real AI use cases like Unity, RAG-based duplicate detection, and intent detection, while emphasizing the importance of critical thinking and strong fundamentals.
In this episode, designed not just for recent interns, you’ll learn how AI is expanding career paths, how teams like Global Cloud Services power innovation behind the scenes, and what interns and early-career professionals can do now to grow: stay curious, use AI intentionally, seek mentors, and don’t just consume—contribute.
UTG is the engine behind the scenes here at ServiceNow — enabling innovation, maintaining production environments, supporting internal teams, and driving operational excellence. It connects strategy to execution by combining engineering, cloud operations, and technology operations to deliver stable, high-performing systems that allow the business and customers to succeed.
For more information about the Early Careers program visit - https://careers.servicenow.com/early-careers/
00:00 Welcome & What ‘UTG Unlocked’ Is All About
02:50 Meet the Panel: Mark, Alyssa, Jorden & Cynthia
04:29 Segment 1: How AI Is Impacting the Business (Customers vs. Employees)
06:26 Skills That Matter in an AI-Powered Workplace
09:52 Real AI Use Cases: Unity, Agents, and Faster Ops
13:57 AI and Career Growth: New Roles, New Paths, Partnering with AI
18:56 Advice for Early-Career Talent: Stay Curious, Build, Contribute
20:41 Segment 2 Kickoff: Rapid-Fire Fun
28:50 Pulling Back the Curtain: What is GCS
30:37 GCS as a Superhero: Operating in the Shadows Like Batman
31:35 The Hidden Work: Solving Customer-Created Problems & Root-Cause Hunting
33:37 Alyssa’s Journey: Intern to FTE, Mentorship, and Scaling Developer Productivity
35:38 What’s Next: Emerging Tech on the Radar (AI to Quantum Computing)
37:15 Closing Takeaways: Keep Learning, Use AI Wisely, Ask Questions, and Give Back
40:12 Final Words & Where to Learn More
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Exploring Leadership and AI with Anand Tharanathan
In this engaging episode of our podcast, we delve into the world of leadership and Artificial Intelligence with Anand Tharanathan, GVP of Product Research and Insights at ServiceNow. Anand shares his journey from an individual contributor to a leadership role, emphasizing the importance of empathy, mentorship, and learning from failure. He discusses his unique perspective on leadership drawn from his experiences in sports and how this has influenced his professional growth.
Anand also provides insights into the rapidly evolving field of AI, comparing it with human automation and highlighting the importance of keeping the human element in the loop. He addresses the challenges and nuances of designing AI systems that enhance human capabilities rather than replace them. Additionally, Anand discusses how to strike a balance between being product-centric and people-centric, and the crucial role of adaptability in navigating technological advancements.
Towards the end of the conversation, Anand outlines a framework for effectively using AI and advises on avoiding common pitfalls when integrating AI into new products. This episode is a must-watch for anyone interested in leadership, AI, and the future of technology. Join us and gain valuable insights from industry experts!
Guest - Anand Tharanathan, GVP of Product Research and Insights at ServiceNow
Guest Host - Apurva Korde
00:00 Introduction and Guest Welcome
00:24 Discussing UX Research and AI
01:18 Leadership Journey and Insights
03:45 The Role of Mentors and Managers
09:59 Design Leadership vs. Conventional Leadership
13:56 Balancing Product and People-Centric Leadership
17:55 Adapting to Rapid Technological Changes
18:56 Navigating the AI Revolution
19:14 Staying Calm and Curious in the AI Era
20:45 Insights from a Tech Leader on AI
21:42 Designing Human-Centric AI Experiences
26:32 The Importance of Human in the Loop
31:24 Frameworks for AI Use and Misuse
34:25 Building AI-Powered Products
36:37 Balancing AI and Business Goals
38:45 Concluding Thoughts on AI
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In this episode of the podcast, host Bobby Brill takes a break from hosting duties and introduces Shruti Shrivastava, Director of UX Research at ServiceNow in Bangalore, India. Shruti takes the reigns for this episode and interviews Averria Martin, Senior Director, UX Research. The conversation covers a range of topics including the application of AI in research, internal mobility at ServiceNow, and effective leadership strategies. Averria shares her personal and professional experiences, emphasizing the importance of work-life balance, growth mindset, and fostering a collaborative culture. The episode also highlights practical advice for transitioning from IC roles to leadership and the value of internal mobility and user-centric approaches in research.
Guest - Averria Martin, Senior Director, UX Research
Guest Host - Shruti Shrivastava, Director of UX Research
00:00 Introduction and Guest Introduction
00:13 Meet Shruti Shrivastava
01:10 Insights on AI in Research
01:51 Interview with Averria Martin
04:48 Work-Life Balance Tips
06:53 Career Advice for Researchers
09:27 Internal Mobility and Culture at ServiceNow
12:47 AI and Research Technologies
18:20 Collaboration and Leadership
26:04 Final Thoughts and Conclusion
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Sitting down with Amrutha Ramesh, visiting researcher at ServiceNow one of the minds behind Agent Ada, a data-focused AI agent, in the latest episode of the podcast. We talk about the gap in enterprise workflows: you upload data, ask questions, and expect clear, data-backed insights… but traditional LLMs weren’t designed for that.
Amrutha clarifies the distinction by explaining how Agent Ada surpasses merely inputting a dataset into ChatGPT or Gemini, employing personas and a library of reusable skills to analyze data in a more human-like manner. We also dig into turning raw analysis into a story and, most importantly, into actionable steps that people in the business can actually use.
Guest - Amrutha Ramesh
Host - Bobby Brill
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Join host Bobby Brill as he sits down with ServiceNow's AI legal and governance experts to break down the complex world of AI regulations. Andrea LaFontain (Director of AI Legal), Ken Miller (Senior Director of Product Legal), and Navdeep Gill (Staff Senior Product Manager, Responsible AI) explain how organizations can navigate the growing landscape of AI compliance.
In this episode, you'll learn about three major regulatory approaches: the risk-based EU AI Act, Colorado's algorithmic discrimination law, and the NIST voluntary framework. The experts discuss practical strategies for complying with multiple regulations simultaneously, using the EU AI Act as a baseline and measuring the delta for new requirements.
Key topics covered:
- Why proactive compliance matters before regulations fully take effect
- How AI Control Tower helps discover and manage AI systems across your enterprise
- The exponential math behind AI compliance (vendors, employees, third parties)
- Setting up governance policies for high-risk AI use cases
- Timeline for major compliance deadlines (Colorado June 2026, EU August 2026)
- The real costs of waiting for your first violation
Whether you're managing AI deployment, working in compliance, or trying to understand the regulatory landscape, this episode provides actionable insights on building responsible AI governance infrastructure.
Guests -
Andrea LaFountain -Director, AI Legal
Ken Miller - Senior Director, Product Legal
Navdeep Gill - Staff Senior Product Manager, Responsible AI
Host - Bobby Brill
Chapters:
00:00 Introduction to AI and Regulations
00:45 Meet the Experts
01:52 Overview of Key AI Regulations
03:03 Compliance Strategies for AI Regulations
07:33 ServiceNow's AI Control Tower
14:02 Challenges and Risks in AI Governance
16:04 Future of AI Regulations
18:34 Conclusion and Final Thoughts
See omnystudio.com/listener for privacy information.
In this episode, we dive deep into the world of medical referral management with insights from Drew Koerner, Healthcare CTO at ServiceNow, and Elevsis Delgadio, SVP Customer Success at KeenStack. We explore how these two industry leaders are partnering to address the challenges of referral leakage, improve hospital revenue, and enhance patient care through the power of automation and AI. Learn about the evolution of healthcare technology solutions, the role of ServiceNow in streamlining workflows, and how KeenStack builds on these capabilities to revolutionize the healthcare referral process. Don't miss this detailed discussion on how innovative technology is shaping the future of healthcare management.
For more information, visit:
https://www.servicenow.com/products/healthcare-life-sciences.html https://keenstack.com/
Guests: Drew Koerner - Chief Technology Officer, Healthcare at ServiceNow
Elevsis Delgadillo - SVP, Customer Success at KeenStack
Host: Bobby Brill
00:00 Introduction and Guest Welcome
00:28 Meet Drew Koerner: ServiceNow's Healthcare CTO
00:56 Meet Elev Delgado: SVP Customer Success at KeenStack
01:37 Understanding Medical Referral Management
01:53 ServiceNow's Role in Medical Referral Management
03:25 KeenStack's Contribution to Referral Management
04:03 Challenges in Referral Management
05:11 ServiceNow's Workflow Automation in Healthcare
13:55 Leveraging AI for Efficient Referral Management
21:11 Future Roadmap for KeenStack
22:46 Outro
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Dr. Alaina Beaver, ServiceNow's Global Head of Accessibility, is our guest on the podcast to discuss the latest developments in accessibility. Dr. Beaver explains that the world of accessibility is constantly evolving, and it's not a one-time task, but rather an ongoing process. She highlights that ServiceNow has made significant progress in accessibility, particularly with regards to conformance standards.
Publicly, ServiceNow has committed to aligning with the Web Content Accessibility Guidelines (WCAG) 2.2 AA, the most stringent guidelines globally for accessibility conformance. This is an upgrade from the previous standard, WCAG 2.1 AA, which is still adhered to by many legislations worldwide. Dr. Beaver notes that the new standard, WCAG 2.2 AA, was released recently, and it will take time for legislation to catch up.
More about accessibility at ServiceNow –
https://www.servicenow.com/accessibility-statement.html
To see ServiceNow’s Accessibility Tools in action -
https://www.youtube.com/playlist?list=PLCOmiTb5WX3q5qCG_QqYip2IZrvao7Bwp
Guest – Dr. Alaina Beaver, Global Head of Accessibility at ServiceNow
Host – Bobby Brill
00:00 Introduction and Guest Welcome
00:21 Understanding the Importance of Accessibility
00:55 What's New in Accessibility Standards
02:16 ServiceNow's Commitment to WCAG 2.2
04:11 Navigating the Transition to WCAG 2.2
09:12 Legislation and Global Standards
13:13 AI and Voice Input for Accessibility
16:01 Text Adjust: Enhancing Readability
19:31 AI Model Accessibility Checker
22:15 Wrap Up
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Exploring UXR at ServiceNow: Enhancing AI Control and ServiceNow University
In this episode, we delve into the realm of User Experience Research (UXR) at ServiceNow with guests Jesse Livingston, Eric Liu, and Tori Morrison. Eric Liu discusses the advancements and challenges in AI governance and the development of AI Control Tower to help companies manage their AI assets responsibly. Tori Morrison introduces ServiceNow University and its focused approach on enabling users to develop specific skills through personalized learning pathways and innovative tools like conversational AI chat. The episode highlights ServiceNow's commitment to integrating customer feedback into product development and providing robust learning resources to enhance user experiences.
For more information, please read Anand Tharanathan's Article: https://www.servicenow.com/community/in-other-news/how-customer-insights-shaped-servicenow-university-and-ai/ba-p/3317295
And to check out the Product Lab: https://servicenowproductlab.com/
On this episode -
Eric Liu: Sr. Staff UX Researcher, AI/ML
Tori Morrison: Senior UX Researcher
Jesse Livingston: Research Communication Manager
Bobby Brill: Host
00:00 Introduction to the Podcast and Guests
00:27 Understanding User Experience Research (UXR)
02:32 Introducing Eric Leo and AI Control Tower
06:44 Challenges and Solutions in AI Governance
12:23 ServiceNow University: Empowering Users
17:40 Personalization and Gamification in Learning
22:42 Conclusion and Further Resources
ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html
ServiceNow Community: https://community.servicenow.com/community
For general information about ServiceNow, visit: http://www.servicenow.com
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Governing AI – Welcome to AI Control Tower
Episode Overview
Governance accelerates AI success. Control enables innovation. In this premiere episode, we explore how ServiceNow governs AI at scale through AI Control Tower, a groundbreaking solution that transforms how enterprises manage their artificial intelligence landscape.
Host Bobby Brill brings together three visionary leaders. They reveal the hidden AI sprawl within enterprises. They expose the risks. And they illuminate a path forward - one where governance and innovation dance in perfect harmony, where control mechanisms become the very foundation of sustainable AI transformation.
The Conversation
AI is everywhere. Sometimes visible, often hidden, always expanding. Our experts navigate the complex terrain of enterprise AI governance, from shadow AI implementations that operate beyond IT oversight to the regulatory frameworks demanding immediate attention. Ravi Krishnamurthy, Vice President of Product Management for AI Platform and Responsible AI, unveils AI Control Tower—a solution that brings clarity to chaos. Sampada Chavan, Senior Principal Product Manager, demonstrates how regulatory compliance becomes achievable through systematic governance. Peter Weigt, Sr. Director of Inbound Product Management for Responsible AI, challenges conventional thinking about the innovation paradox and reveals governance as the strategic enabler organizations desperately need.
Discovery meets responsibility. Compliance meets creativity. Control meets capability.
Expert Panel
Ravi Krishnamurthy | Vice President of Product Management, AI Platform and Responsible AI
Sampada Chavan | Senior Principal Product Manager, AI Control Tower
Peter Weigt | Sr. Director, Inbound Product Management, Responsible AI
Host: Bobby Brill
00:00 Introduction to Governing AI at Scale
00:31 Meet the Experts
00:54 Hidden AI in Your Enterprise
02:56 Discovery and Responsible AI Practices
11:28 The Innovation Paradox
14:59 AI Control Tower and Governance
19:42 Conclusion and Final Thoughts
Links to AICT deep-dive blogs:
https://www.servicenow.com/community/now-assist-articles/part-0-our-journey-to-the-ai-control-tower-nbsp/ta-p/3280295
https://www.servicenow.com/community/now-assist-articles/part-1-the-gathering-storm-ai-s-rising-tension-nbsp/ta-p/3280309
https://www.servicenow.com/community/now-assist-articles/part-2-the-architecture-of-control-building-the-ai-control-tower/ta-p/3344257
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In this episode, get introduced to ServiceNow's latest offering, Horizon, the source of truth for experience design at ServiceNow, empowering creators to design better enterprise experiences. Joining the conversation are Brian Zaik and AJ Siegel from ServiceNow, who share their insights and experiences with this innovative design system. They discuss Horizon's role as a central resource for designing experiences on the ServiceNow AI platform, making it easier for both seasoned designers and those new to the field.
Brian elaborates on the significance of Horizon as a single destination for all things related to UX design within the ServiceNow ecosystem. He explains how Horizon simplifies the process of creating workflows and applications by offering detailed documentation and interactive examples. AJ adds to the discussion by emphasizing the platform's capacity to enhance user experience and productivity, reflecting on his decade-long journey at ServiceNow and the evolution in UX priorities.
The episode also covers how Horizon integrates AI capabilities into design strategies, providing a resource that remains updated with the latest trends and best practices. Brian and AJ discuss the expected future developments and additional resources that will be added to Horizon, ensuring it stays at the cutting edge of design and technology. Whether you're a developer, designer, or ServiceNow partner, this episode offers valuable insights into leveraging Horizon to create impactful and user-friendly solutions.
Find out more about Horizon - https://horizon.servicenow.com/
Watch on YouTube
Guests:
Brian Zaik - Principal Inbound Product Manager, Design System
AJ Siegel - Director, Design Enablement Strategy
Host: Bobby Brill
00:00 Introduction and Guest Introductions
01:37 What is Horizon?
04:07 The Importance of UX in ServiceNow
06:02 Design Systems and Their Impact
12:37 AI Integration in Horizon
22:29 Future Developments and Roadmap
26:58 Wrap up
See omnystudio.com/listener for privacy information.
Understanding Agentic AI with Rita Castillo In this episode of the podcast, we dive into the fascinating world of Agentic AI with Rita Castillo, VP, Design – AI Platform Experiences. Rita illuminates how AI is becoming seamlessly woven into our daily routines, elevating automation and tackling intricate challenges. Rita deconstructs the shift from deterministic workflows to agentic systems, which can independently manage tasks while upholding ethical and security standards. We uncover the capabilities of Now Assist, the orchestrator, and specialized AI agents that unite to deliver tailored, effective, and reliable solutions. Rita also delves into the future potential of AI to unleash human creativity and propel business metamorphosis. Check out this episode for a profound dialogue on the transformative influence of AI in our professional and personal spheres.
Guest - Rita Castillo, VP, Design – AI Platform Experiences
Host - Bobby Brill
00:00 Introduction and Guest Welcome
03:15 Introduction to Agentic AI
05:11 Examples and Applications of Agentic AI
08:12 Autonomy in AI Systems
11:12 Deterministic Workflows and AI Learning
13:16 AI Agents and Orchestrators
17:56 Future of Agentic AI and Ethical Considerations
23:56 Large Scale Applications and Business Transformation
26:37 Conclusion and Final Thoughts
ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html
ServiceNow Community: https://community.servicenow.com/community
For general information about ServiceNow, visit: http://www.servicenow.com
See omnystudio.com/listener for privacy information.
ServiceNow University and Jayney Howson - Unlocking Talent Transformation
In this episode of the podcast, host Bobby Brill interviews Jayney Howson, Senior Vice President, Global Head of Learning and Development at ServiceNow. They delve into the exciting world of ServiceNow University, a platform dedicated to talent transformation through innovative learning and development strategies. Jayney shares her journey from marketing to tech sales leadership and how she is now driving change in corporate learning to ensure equal opportunities for all. They also discuss the importance of reskilling for the future job market and the unique, personalized approach of ServiceNow University, which leverages AI to provide a gamified, engaging, and effective learning experience.
Check out ServiceNow University - https://www.servicenow.com/university/training-and-certification.html
Guest - Jayney Howson
Senior Vice President, Global Head of Learning and Development
Host - Bobby Brill
00:00 Introduction and Guest Welcome
00:25 Jayney's Career Journey
02:35 The Concept of Learning Enablement
04:02 The Importance of Reskilling
08:14 ServiceNow University Overview
13:54 Future of Learning at ServiceNow
16:47 Conclusion and Final Thoughts
ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html
ServiceNow Community: https://community.servicenow.com/community For general information about ServiceNow, visit: http://www.servicenow.com
See omnystudio.com/listener for privacy information.
Dive into the world of AI with special guests, Perouz Taslakian and Orlando Marquez, past winners of the NOW AI Conference. In this engaging episode, they share their unique journeys into AI, from Perouz's transition from theoretical computer science to AI in the industry, to Orlando's early fascination with AI systems and his work on integrating AI into ServiceNow's Flow Designer. They discuss the importance of crafting presentations that resonate with a diverse audience, balancing technical depth with practical value, and the innovative projects they've developed, including Text to Flow and Cross Context Caching. Learn how they tackle the challenge of making AI accessible and useful, and get insights into what makes a winning submission for the NOW AI Conference. Don't miss this insightful conversation—subscribe and hit the like button!
Guests -
Perouz Taslakian, Sr. Staff Research Scientist, Lead
Orlando Marquez, Sr. Staff Applied Research Scientist
Host - Bobby Brill
00:00 Introduction
00:38 Meet Perouz Taslakian
04:17 The Role of AI in Human Preferences
05:43 Meet Orlando Marquez
08:59 AI in Product Development at ServiceNow
12:47 Preparing for the NOW AI Conference
15:36 Crafting Effective Presentations about AI and its Uses
23:09 Balancing Technical and Business Audiences
24:58 Wrap up
Links to papers - Perouz Taslakian
https://aclanthology.org/2024.findings-emnlp.896/
Links to papers - Orlando Marquez
https://aclanthology.org/2024.naacl-industry.19/
https://arxiv.org/abs/2412.00239
https://arxiv.org/abs/2501.04652
https://arxiv.org/abs/2505.24189
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Get a glimpse into the future of data analytics and insights with InsightBench, a powerful combination of cutting-edge technology and strategic business intelligence. InsightBench is a pioneering benchmark specifically designed for evaluating AI models on their proficiency in conducting end-to-end data analytics. Also on this episode is an introduction to AgentPoirot, an LLM-powered autonomous business analytics agent that can skillfully navigate InsightBench’s complex datascape. Not only can AgentPoirot ask complex questions for any given dataset, but it can also automatically find answers to those questions, making it a truly end-to-end business analytics agent. Whether you’re a technology enthusiast or a business leader, this video provides a fascinating look at the next generation of data analytics tools and their impact on the way we work. Don’t miss out on the insights that could change the way you think about data!
To learn more about InsightBench and AgentPoirot - https://www.servicenow.com/blogs/2024/insightbench-multifaceted-data-analytics
00:00 Meet the Guests: Issam Laradji and Anitha Raghavan
00:53 The Challenge of Extracting Actionable Insights
02:07 Introducing InsightsBench
05:07 From Research to Product: Collaboration Insights
08:47 Real-World Use Cases of AI Insights
11:38 Technical Deep Dive: Evaluating AI Models
14:24 AgentPoirot: The Digital Detective
17:47 Ensuring Accuracy and Trustworthiness in AI Insights
23:07 Future of AI in Analytics
25:13 Conclusion and Final Thoughts
Guests - Issam Laradji and Anitha Raghavan
Host/Producer - Bobby Brill
ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html
ServiceNow Community: https://community.servicenow.com/community
For general information about ServiceNow, visit: http://www.servicenow.com
See omnystudio.com/listener for privacy information.
Dive into the world of ServiceNow UX Research and product development with Jessie Livingston, Tricia Wilson, and Molly Bowman as they unveil the secrets behind crafting user-centric features. In this engaging podcast episode, Tricia Wilson shares insights from her research on process mining, revealing how the team transformed a tool that often failed and frustrated users into a powerful solution for optimizing business processes. Molly Bowman then discusses the challenges and triumphs of creating Now Assist Voice, ensuring it's not just a novelty but a robust tool that supports diverse voices and environments, enhancing productivity and accessibility. Jessie Livingston joins host Bobby Brill to tie it all together, highlighting the importance of user feedback in driving meaningful product enhancements. Don't miss this eye-opening discussion on how ServiceNow is bridging the gap between user experience and product design.
To read more about these two stories, check out the blog post from ServiceNow’s EVP and Chief Experience Officer Amy Lokey - https://www.servicenow.com/blogs/2025/customer-feedback-shaping-user-experience
To learn more about Product Lab - https://servicenowproductlab.com/
00:00 Meet the UX Research Team
01:02 Understanding the Voice of the Customer with Jesse Livingston
03:25 Exploring Process Mining with Tricia Wilson
17:57 Voice for Now Assist: Enhancing Accessibility with Molly Bowman
32:29 How to Get Involved with the Product Lab
Guests - Jesse Livingston, Tricia Wilson, Molly Bowman
Host/Producer - Bobby Brill
ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html
ServiceNow Community: https://community.servicenow.com/community
For general information about ServiceNow, visit: http://www.servicenow.com
See omnystudio.com/listener for privacy information.
Immerse yourself in the realm of generative AI alongside ServiceNow's Spark team, where innovation converges with state-of-the-art technology. Host Bobby Brill engages Eduardo Nauiack and Dan Durller in a conversation about their journey of turning the ordinary into the extraordinary, especially for flagship events like Knowledge and Craft Summit. Learn how Midjourney and other innovative tools have streamlined their processes, enabling the creation of bespoke, high-caliber visuals in a fraction of the time, all while upholding the brand's essence. From developing cinematic graphics for large screens to infusing product demos with sophistication, the team shares their evolution from internal experiments to pivotal external showcases. Gain an insider's perspective on how they harmonize creative liberty with brand standards and discover how this "game changer" is revolutionizing their content creation approach.
Guests - Eduardo Nauiack, The Spark Team - Sr. Staff Communication DesignerDan Durller, The Spark Team - Sr. Staff Communication Designer
Host - Bobby Brill ServiceNow
Training and Certification: http://www.servicenow.com/services/training-and-certification.html ServiceNow Community: https://community.servicenow.com/community For general information about ServiceNow, visit: http://www.servicenow.com
See omnystudio.com/listener for privacy information.
In this episode of ServiceNow's Now Insights podcast, host Bobby Brill delves into the realm of usability and accessibility in enterprise software with special guests Aileen Hackett, Director of Product Management for Accessibility at ServiceNow, and Pratik Contractor, Senior Manager of Product Management for Accessibility and Platform Experience. The conversation covers the importance of integrating usability and accessibility, highlights innovative features like dark mode and keyboard shortcuts, and explores the role of AI in transforming and improving accessibility. Tune in to discover how ServiceNow is pioneering to make enterprise platforms more inclusive and user-friendly for everyone.
Host - Bobby Brill
Guests - Aileen Hackett, Pratik Contractor
00:00 Introduction and Guest Welcome
01:46 Understanding Accessibility and Usability
04:28 Examples of Accessibility Features
06:30 Innovations in Accessibility
11:04 AI and Accessibility18:52 Ethical Considerations in AI
21:31 Final Thoughts and Conclusion
See omnystudio.com/listener for privacy information.
In this episode, we dive into RaptorDB with Will Johnson, VP of Data Platform Engineering at ServiceNow. Will shares his background and elaborates on RaptorDB's role in optimizing ServiceNow's data platform, including its unique hybrid transactional and analytical processing (HTAP) capabilities. The episode also covers the rollout process, customer feedback, and future directions for scaling and improving RaptorDB.
Guest - Will Johnson, VP of Data Platform Engineering at ServiceNow
Host - Bobby Brill
00:00 Introduction
00:19 Background of Will Johnson at ServiceNow
01:16 Overview of RaptorDB
02:16 Types of Databases and HTAP
04:00 RaptorDB in Action
04:33 Customer Use Cases and Benefits
08:11 Technical Challenges and Solutions
10:29 Internal Testing and Customer Rollout
14:32 Future of RaptorDB
ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html
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Listen to this episode to learn about digital accessibility and compliance from ServiceNow's Global Head of Accessibility Customer Engagement, Alaina Beaver. She joins host Bobby Brill and they discuss conformance, legislation, and global standards in a clear and engaging way. You'll learn that accessibility is more than just following the rules. It's about making it easier for everyone, including people with disabilities, to use websites. They’ll also explain the importance of designing inclusively for a diverse range of users and how it can benefit your business. Finally, they’ll share insights into the latest advancements, challenges, and opportunities in digital accessibility. This video is a must-watch for any organization that wants to make accessibility a strategic priority and drive positive change in the digital space.
Guest - Alaina Beaver
Host - Bobby Brill
Check out the new video episodes on our YouTube channel - https://www.youtube.com/@ServiceNowDocs
ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html
ServiceNow Community: https://community.servicenow.com/community
For general information about ServiceNow, visit: http://www.servicenow.com/
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In this episode, ServiceNow’s multimedia team—Dana Haines, Macy Douglas, and Bobby Brill—discuss the process of creating high-quality video content for the company’s documentation site and YouTube channel. They explain how they use AI-powered tools like Gemini, Writer, and Well Said Labs to streamline their workflows and maintain a consistent tone and style across their videos. The team also reveals their ambitious goal of producing over 400 pieces of video content this year, including tutorials, product demos, and procedure videos, to better support customers and enhance the overall user experience.
Guests - Dana Haines and Macy Douglas
Host - Bobby Brill
ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html
ServiceNow Community: https://community.servicenow.com/community
For general information about ServiceNow, visit: http://www.servicenow.com/
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In this episode, Bobby Brill is joined by ServiceNow's Global Head of Accessibility Customer Engagement, Alaina Beaver and Accessibility Lead, Tony Morales to discuss accessibility at ServiceNow. They explore the concept of accessibility and its relationship to diversity, equity, and inclusion. Alaina shares her perspective on promoting accessibility to customers and the significance of customer engagement. Tony delves into internal accessibility initiatives and the advantages of having an accessibility product team. They both stress the importance of organizations making accessibility a priority, both internally and externally, to ensure an inclusive and accessible experience for all.
Guests - Tony Morales and Alaina Beaver
Host - Bobby Brill
Check out the new video episodes on our YouTube channel - https://www.youtube.com/@ServiceNowDocs
ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html
ServiceNow Community: https://community.servicenow.com/community
ServiceNow Now Insights Podcast:
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In this thought-provoking conversation, Roberto Bacci, Ryan Dux, and Midam Kim discuss why the humanities are more important than ever in the age of AI. They explore the importance of interdisciplinary collaboration in innovation. The conversation also highlights the role of the humanities in improving the capabilities of AI, making it more human-friendly, trustworthy, and responsible. Our guests share their insights on the skills required to transition from the humanities to technology, emphasizing the need for flexibility, adaptability, and a willingness to learn new tools and concepts. They conclude with advice to listeners in humanities and liberal arts fields on how to start and navigate a career in technology.
Guests - Roberto Bacci, Ryan Dux, Midam Kim
Host - Bobby Brill
Check out the new video episodes on our YouTube channel - https://www.youtube.com/@ServiceNowDocs
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In this episode of TechBytes, AI Governance Product Manager at ServiceNow, Louis Philip Morin, discusses the critical aspects of trust in AI. The conversation delves into the challenges of creating AI experiences free from toxic and malicious language, highlighting the role of Now Assist Guardian in customizing user experiences. The episode explores the nuances of offensive language, prompt injections, and hallucinations in AI, emphasizing the importance of user control, transparency, and the ethical considerations in handling AI-generated content. Morin explains the importance of trust, user feedback, and the collaborative efforts between ServiceNow and its customers to ensure AI tools are effective and reliable.
00:00 Introduction to AI Behavior Challenges
00:16 Welcome and Introduction to Louis Philip Morin
00:54 The Importance of Trust in AI
01:29 Understanding Now Assist Guardian
02:04 Challenges in AI User Experience
06:25 Dealing with Offensive and Toxic Content
10:11 Methods for Identifying and Handling Offensive Content
15:29 Cultural Sensitivity and Regional Differences
18:00 User Control and Transparency in AI
20:59 Balancing AI Accuracy and User Trust
21:54 Conclusion and Future Directions
Host - Bobby Brill
Guest - Louis Philip Morin
#servicenow #servicenowdemo #nowassist #nowassistguardian
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ServiceNow Community: https://community.servicenow.com/community ServiceNow
TechBytes Podcast: https://www.servicenow.com/community/community-resources/servicenow-techbytes-podcasts/ta-p/2305455
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Empathy in Action: Building Accessibility at ServiceNow
In this episode of TechBytes, host Bobby Brill is joined by Eamon McErlean and Tony Morales from ServiceNow to explore the vital role of accessibility in technology. As leaders in inclusive Gen AI, they emphasize the importance of integrating accessibility into product development from the ground up. Through personal experiences and industry insights, Eamon and Tony illustrate how empathy enhances accessibility awareness and drives change. The conversation highlights new initiatives at ServiceNow, the transformative role of AI in accessibility, and the importance of creating inclusive software that benefits everyone. This candid discussion also touches on personal experiences with disabilities and the business advantages of prioritizing accessibility in the tech industry.
To view this podcast with audio captions, please watch on YouTube -
https://youtu.be/mh8EZejKT4s
Check out our YouTube channel for more - https://www.youtube.com/@ServiceNowDocs/featured
Also, visit The Accessibility and Gen AI Podcast - https://www.youtube.com/@A11yGenAI
Guests -
Eamon McErlean - VP and Global Head of Accessibility
Tony Morales - Sr. Accessibility Inclusion Manager/Lead
Host -
Bobby Brill
00:00 Introduction to Accessibility
00:27 Meet Eamon McErlean
01:29 Understanding Accessibility at ServiceNow
02:32 Tony Morales' Journey
04:07 ServiceNow's Accessibility Initiatives
09:55 The Importance of Empathy in Accessibility
26:06 AI and Accessibility: A Game Changer
31:10 Conclusion and Final Thoughts
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In this episode of TechBytes, Mark Hopper from the platform product team talks about generative AI at ServiceNow (Now Assist). Gen AI technology accelerates work across the ServiceNow product spectrum, especially in the areas of agents and fulfillers, end-user self-service, and developing Now applications. Mark also describes how Now Assist supports enterprise-specific LLMs to drive customer outcomes and extend into the broader ServiceNow partner ecosystem. And he gives us a look at developments for Now Assist on the horizon.
Guest - Mark Hopper
Host - Steve Miller
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In this episode of Tech Bytes, host Bobby Brill talks with Carol Valdez, Director of Content Design at ServiceNow, about the intricacies of UX writing. They discuss the importance of clarity over cleverness in software interfaces, the evolving role of AI in content creation, and practical insights on designing user experiences with precision. Valdez highlights the collaborative nature of content design, the balance between human judgment and AI assistance, and the critical role of terminology. Aspiring UX writers will find valuable tips on simplifying complex concepts and working effectively with AI tools to enhance their content design processes.
00:00 Introduction and Host Welcome
00:15 The Role of Writing in UX
01:27 The Importance of Words in UI
02:42 Content Design at ServiceNow
04:18 Challenges in Writing for Interfaces
05:54 Collaborative Content Creation
12:32 AI in Content Design
14:23 Advice for New Writers
Guest - Carol Valdez
Host - Bobby Brill
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In this episode of TechBytes, product managers Doug Page and Irene Vieth talk about Collaborative Work Management (CWM), a new application to help plan, visualize, and collaborate on informal work tasks. CWM captures work that often falls through the cracks of formal project management by centralizing it in a user-friendly space with customizable features. Irene and Doug explain specific features like customizable columns, automations, and collaborative documents. They also provide insights into CWM’s development, future enhancements, practical use cases, and how to get started.
Guest - Doug Page and Irene Vieth
Host - Steve Miller
Episode Producer - Chris Price
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On this episode of TechBytes we discuss the concept of Controlled Friction in AI development going into detail about what it is and the importance of incorporating stopgaps and friction to ensure responsible and ethical AI design. Our guests, Di Le, an AI strategist and ethicist, and Hayley Mortin, a UX researcher, both at ServiceNow, delve into the role of corporations in improving AI, the need for realistic user expectations, and the significance of involving UX teams early in the development process.
Guests - Di Le, Hayley Mortin
Host – Bobby Brill
Producer – Chris Price
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Abhi Roy, Sr. Outbound Product Manager at ServiceNow, discusses Cloud Cost Management, its importance, challenges faced by companies, and how ServiceNow's cloud cost management product addresses these challenges. He also highlights the integration of cloud cost management into company operations and the future developments of the product.
Guest - Abhi Roy, Sr. Outbound Product Manager at ServiceNow
Host - Steve Miller
Episode Producer - Chris Price
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On this episode of TechBytes we discuss the significance of curiosity in understanding product use and the role of AI in technical writing. Our guest is Katie Ott, Senior Director, Content Operations and Experiences at ServiceNow, and shares her experience as a technical writer and manager, emphasizing the evolution of technical writing from formal to conversational style. She also highlights the value of AI as a tool to enhance efficiency and provide different perspectives. Katie also points out the importance of curiosity in technical organizations for seeking knowledge and gathering information.
Guest -
Katie Ott, Senior Director, Content Operations and Experiences at ServiceNow
Host -
Bobby Brill, Senior Multimedia Producer
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On this episode of TechBytes we talk with three experts in the field of language and linguistics and delve into the importance of linguistics in making AI successful. Our discussion includes Roberto Bacci, Manager, Content Development in ATG, along with Midam Kim and Ryan Dux, both Senior Linguists in ATG here at ServiceNow. We get a quick lesson in linguistics and how it is paramount in achieving the goal of making large language models more human-like and emotionally intelligent for customer interaction, and the application of linguistics in enhancing AI and LLMs at ServiceNow. The team also explores the role of emotion, empathy, friendliness, and trust in AI communication and interaction, highlighting the various challenges and strategies involved. The conversation provides insights into the evolving field of linguistics and its impact on AI technology.
Guests - Roberto Bacci, Midam Kim, Ryan Dux
Host - Bobby Brill
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In this episode of TechBytes we discuss the importance of human-centered AI, focusing on the collaboration between technology and humans. Jessa Anderson, manager UX Research at ServiceNow, talks about integrating UX research with generative AI, emphasizing transparency, feedback, and human oversight. We dive into the need to set realistic expectations, guide users on how to interact with AI, and elevate the human experience. Jessa also touches on the nuances of AI usability, the role of personas in UX research, and the significance of transparency in AI interactions.
We have some great episodes coming in the next few weeks featuring more discussions on GenAI, UX, and Linguistics with guests including Di Le, Hayley Mortin, Katie Ott, Roberto Bacci, Midam Kim, Ryan Dux, Abhi Roy and more.
Guest -
Jessa Anderson - Manager, UX Research, AI Experience Research Department
Episode host -
Bobby Brill
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This episode of TechBytes features a discussion between Di Le, Human Centered & Responsible AI Design Strategist at ServiceNow and Hayley Mortin, Sr. UX Researcher, AI/ML UX Research here at ServiceNow about the impact and evolution of AI, particularly ChatGPT, in various industries. They discuss the widespread adoption, ethical and societal concerns, public dialogue, and the transformative potential of AI in creative and bureaucratic processes. The conversation highlights the emerging roles and diverse skill sets that are gaining importance in the AI industry, along with the need for human oversight in AI decision-making.
Guests -
Di Le, Human Centered & Responsible AI Design Strategist
Hayley Mortin, Sr. UX Researcher, AI/ML UX Research
Host -
Bobby Brill, Senior Multimedia Producer
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In this episode, Product Managers Juliana Beauvais and Narayan Balabascarane tell us how ServiceNow Enterprise Asset Management extends traditional asset management to the enterprise level for all types of assets. This episode covers:
- What is enterprise asset management?
- How does Now EAM work?
- How did Now EAM get started and evolve?
- How does a company start thinking about enterprise asset management?
- How does a company get started with Now EAM?
- Tips for using Now EAM
- What’s in store for Now EAM down the road?
For more information, see:
- Product documentation: Enterprise Asset Management
- ServiceNow Community: EAM articles
- ServiceNow Community: EAM blog
- ServiceNow Community Webinar: Setting up for success with EAM
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In this episode, Product Manager Sibo Ding tells us how natural language understanding (NLU) capability improves performance and user experience for Virtual Agent, AI Search, and other ServiceNow user interface features. This episode covers:
- What is NLU?
- How does ServiceNow use NLU?
- How does ServiceNow NLU work?
- How does a company add NLU to its ServiceNow products?
- What’s in store for ServiceNow NLU in the future?
For more information, see:
- Product documentation: Natural Language Understanding
- ServiceNow Community: Virtual Agent & NLU
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In this episode, Product Manager Vaisakh Krishnan tells us how the Now ESG Management product helps companies develop, manage and report on their Environmental, Social, and Governance program. This episode covers:
- What is ESG and why is it important?
- ESG challenges
- Using ESG Management to develop an ESG program
- ESG Command Center
- Getting started
- For the future
For more information, see:
- Product documentation: Environmental, Social, and Governance Management
- Servicenow.com: ESG Management
- YouTube webinar: Introducing ESG Management
- YouTube webinar: What’s New in ESG Management
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In this episode, Portfolio Manager Mary Vanatta talks about the Common Service Data Model (CSDM), which brings all your data together across the entire platform to help your ServiceNow apps work together better, and enables enterprise-wide reporting. This episode covers:
- What is CSDM?
- A new way of operating
- Implementing CSDM
- Getting started
For more information, see:
- Product documentation: Common Service Data Model
- CSDM 4.0 White paper
- Now Create: CSDM Getting Started Workshop
- Now Create: CSDM Data Modeling Workbook
- Now Create: CSDM Data Model Examples
- Community article: 20 Steps to Align to CSDM
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In this episode, product manager Caitlin Morse and development lead Justin Hardin talk about Digital Portfolio Management (DPM), a new way to manage your company’s apps and digital services. This episode covers: Overview of DPM Enterprise and personal portfolios KPIs to monitor your apps and services Getting started Scaling up Plans for the future
For more information, see: Product documentation: Digital Portfolio Management Video: Digital Portfolio Management overview Digital Services Forum
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In this episode, product manager Jina Li and lead engineer Sravani Nuti talk about App Engine Studio, which helps everyone build ServiceNow apps, not just developers. This episode covers: Overview and history of AES Getting started with AES Scaling up Collaborating to develop apps more effectively Flexibility in deploying apps Plans for the future
For more information, see: Product documentation: App Engine Studio Community forum Community blog: Where to start with App Engine Studio ServiceNow Developer Program Citizen Development Program
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In this episode, product manager Manjeet Singh talks about Process Optimization, a ServiceNow native process-mining application to help process owners and business analysts identify, streamline, and automate workflows for their enterprise. This episode covers: What is process optimization? Identifying and streamlining processes Evolution of the Process Optimization app Integrating Process Optimization with other capabilities Getting started with Process Optimization Plans for the future
For more information, see: Product documentation: Process Optimization Community forum: Process Optimization
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In this episode, product manager Niki Patel talks about the Workforce Optimization application for IT service managers, including some new features for the Rome release to help companies take full advantage of today’s distributed workforce. This episode covers: What is Workforce Optimization? Flexible scheduling and on-call Forecasting agent demand Performance Analytics and KPIs for individual agents Using external learning resources for agents
For more information, see: Product documentation: Workforce Optimization for ITSM Community blog: Workforce Optimization for ITSM - Rome features Community article: Managing on-call and normal workshifts in Workforce Optimization for ITSM Community article: Driving Employee Engagement and Upskilling the Workforce through Coaching With Learning
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In this episode, product owner Greg Morrison talks about a new feature for Change Management. Change Success Score measures the success rate for each change team over time to help improve their performance and refine your change process. This episode covers: Background: Change Management Change Success Score (CSS) overview Good ways to use CSS What CSS values mean Getting started Behind the scenes: how CSS works
For more information, see: Product documentation: Change Success Score
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In this episode, product manager Raghu Vemuri talks about the PI Workbench application, new in the Paris release. PI Workbench helps you add machine learning (ML) to your ServiceNow workflows, and monitor and manage the results. This episode covers: What is PI Workbench all about? Common use cases Pretrained ML models Using Guided Setup to create ML models Help with implementing ML Performance analytics for ML Getting started
For more information, see: Product documentation: ITSM Predictive Intelligence Workbench Product documentation: HR Predictive Intelligence Workbench Predictive Intelligence Community: Predictive Intelligence
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In this episode, product owners Rohan Tyagi and Julian Flores talk about managing and optimizing concurrent software licenses using the ServiceNow Software Asset Management (SAM) application, including the integration of the OpenLM license management solution in the Orlando release. This episode covers: Quick overview of Software asset management How does the SAM app help? Using the SAM app to optimize the use of concurrent licenses OpenLM integration with the SAM app Tips for getting started
For more information, see: Product documentation: Software Asset Management Community: Software Asset Management
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In this episode, product owners Lawrence Eng and Chaya Kornreich talk about the new Idea Portal in the Now Community. Based on the Now Platform’s Idea Portal feature, the Community portal lets members suggest enhancements to ServiceNow products, and search, vote and comment on suggestions from other members. This episode covers: What is the ServiceNow Idea Portal feature? Implementing the Idea Portal in the Now Community Suggesting enhancements Searching, commenting and voting Community support – top suggestions Tips for starting your own Idea Portal
For more information, see: Product documentation: Idea Portal Now Community documentation: Idea Portal
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In this episode, product manager Niki Patel talks about the new Vendor Manager Workspace application. This app helps vendor managers by aggregating vendor data from across the platform and providing analytics to help monitor and evaluate vendor performance. This episode covers: What is vendor management? What does Vendor Manager Workspace do? Beyond the old Vendor Performance app Aggregating vendor data and evaluating performance Getting started What’s in store in future releases?
For more information, see: Product documentation: Understanding the Vendor Manager Workspace experience Community blog: Digital transformation and the role of your vendors Community blog: Vendor Management Workspace Overview
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In this episode, product manager David Thigpen talks about the new Service Owner Workspace application. This app helps service owners by aggregating service data from across the platform and providing analytics to help monitor and evaluate service trends and performance. This episode covers: Service Owner Workspace and Service Portfolio Management What does Service Owner Workspace do? Metrics on performance and trends Spend estimates and change impacts Integration with other ITSM apps Getting started What’s in store in future releases?
For more information, see: Product documentation: Service Owner Workspace premium experience Community topic page: Service Portfolio Management
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In this episode, Manjeet Singh talks about the Skills Management application. This app makes it easy to track and manage your people’s skills and proficiency to guide training and work assignments, and to show the real value of your coaching and training efforts. This episode covers: What is skills management? Managing skills for individuals, teams and projects Automating skills assessment and management Evaluating skill gaps and training efforts Automating work assignments Getting started Sneak peak at future enhancements
For more information, see: Product documentation: Skills Management
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In this episode, Darius Koohmarey and Nabil Asbi talk about the Virtual Agent feature with natural language understanding. Virtual Agent lets your apps interact with users in human conversations, and NLU helps the system figure out what they really want. This episode covers: Virtual Agent components What makes the Virtual Agent workbot different? How does NLU enhance Virtual Agent? Virtual Agent Designer What’s new in the New York release?
For more information, see: Product documentation: Virtual Agent Product documentation: Natural Language Understanding in Virtual Agent
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In this episode, Darius Koohmarey talks with product manager Jason Occhialini about the Change Management application, which helps organizations govern the introduction of changes to improve their capabilities and services with minimal risk and impact to operations. Jason tells us about: The value of change management to an organization Change types: standard, emergency and normal Managing the risks of changes The Change Advisory Board
For more information, see: Product Documentation: Change Management Product Documentation: Change Management release notes for Madrid Videos: Change Management
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In this episode, product manager Darius Koohmarey tells us about the ITSM Walk-Up Experience in the Madrid release. London streamlined the walk-up experience for people requesting IT service. In Madrid, the focus is on the fulfillers, and Darius tells us about the highlights. He also gives us some tips for migrating Walk-Up from London to Madrid. This episode covers: New features for requestors Agent Workspace for walk-up technicians Advanced Work Assignment for routing work Tips for smooth migration to Madrid
For more information, see: Product Documentation: Walk-Up Experience Product Documentation: Walk-Up Experience release notes Video: ITSM Walk-Up Experience Podcast: Episode 45: The Walk-Up Experience (London)
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In this episode, product manager Manjeet Singh talks about the new Coaching application on the Now Platform. Coaching helps you train service desk agents and other employees at critical moments in their job processes, with conditional automated virtual coaching right when they need it. This episode covers: Roles: coach and trainee The coaching process Virtual coaching Building coaching into a workflow Integrating other ServiceNow capabilities
For more information, see: Product Documentation: Coaching Product Documentation: Coaching release notes
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In this episode, product manager Josh Russ talks about the mobile platform and Mobile Studio, an easy way to bring ServiceNow apps to the mobile world. This episode covers: Mobile capabilities and features Using native phone functionality Using Mobile Studio to create mobile apps Using Virtual Agent on the mobile platform Roadmap for the future
For more information, see: Product Documentation: Mobile navigation and configuration Product Documentation: ServiceNow mobile release notes - Madrid
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In this episode, Michael Slabodnick and Jake Burman talk about Flow Designer, a simple way to create automated workflows using natural language - no code! This episode covers: Flow Designer vs Workflow IntegrationHub for integrating third-party APIs Evolution – past, present, and future New features for the Madrid release
For more information, see: Product Documentation: Flow Designer Product Documentation: Flow Designer release notes – Madrid Community blog post: Best Practices for Flow Designer
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In this episode, Michael Thompson and Grant Hulbert talk about using the powerful capabilities of IBM Watson in applications you develop for the Now Platform. This episode covers: What can Watson do for you? How is Watson integrated into the Now Platform? How to start using Watson Watson use cases
For more information, see: Community blog post: Easily Connect ServiceNow to IBM Watson Services Community white paper: ServiceNow Integration with IBM Watson Conversation Service Download at ServiceNow Developers > Share: IBM Watson Services
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In this episode, Darius Koohmarey and Daryl Rodrigues talk about the the walk-up approach to IT support and how the ServiceNow Walk-Up application can support that approach. This episode covers: What is a “walk-up”? What is a walk-up like for users and technicians? How does the Walk-Up application support a walk-up operation? How do you set up a walk-up operation with the Walk-Up app?
For more information, see: Product documentation: Walk-Up Experience Blog post: Utilizing a walk-up contact channel
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In this episode, Sree Subramaniam talks about new codeless Discovery patterns for discovering new resources and delivering new content through stores. This episode covers: Using patterns for codeless discovery Delivering new discovery patterns faster through stores Near-real-time discovery for Kubernetes containers New Discovery content for S3 storage, cloud resources, and more Use case: Discovery and Software Asset Management (SAM) deep dive Event-driven discovery for Kubernetes containers
For more information, see: Product documentation: Discovery
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In this episode, Darius Koohmarey and Nathan Holm talk about Virtual Agent (VA), a ServiceNow chatbot that streamlines the interactions between a company and its customers and employees. This episode covers: What does VA do? What does VA look like to users? How do developers build VA into their systems? How about natural language capabilities? How do customers get started with VA?
For more information, see: Product documentation: Virtual Agent
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In this episode, Manjeet Singh talks about the Continual Improvement Management application to help organizations manage their continual-improvement efforts. This episode covers: Challenges of managing continual improvement Spotting opportunities for continual improvement Differences from change management and demand/project Integration with other applications
For more information, see: Product documentation: Continual Improvement Management
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In this episode, Darius Koohmarey and Sameep Kodia talk about the Embedded Help and Guided Tour features to give users helpful info while they're using the product. This episode covers: What is embedded help? Context sensitivity: domain, product screen, and user role Supported media types What is a guided tour? Guided Tour Designer
For more information, see: Product documentation: Embedded help and guided tours Blog post: Embedded Help and Guided Tours in Jakarta
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In this week's podcast, Chuck Tomasi talks about ways to streamline the process of upgrading to a new ServiceNow release. This episode covers: The benefits of upgrading Using project management practices Following the documented process Reviewing skipped changes Creating a thorough test plan Considering customizations
For more information on upgrades, see: Product documentation: Upgrade your instance Blog post: Tips for streamlining ServiceNow upgrades Videos:
Upgrading an Instance End of Life Upgrades Quarterly Patching Program Overview
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In this week's podcast, Brenda Henry discusses some of the best tips and tricks for getting plugins activated on your instance.
This episode covers: What plugins are How to activate plugins How to view all plugins, both active and inactive on your instance Demo data
For more information on Edge Encryption, see: How do you plug in a plugin? The ins and outs of plugin activation List of plugins (Kingston) Activate a plugin Request a plugin Purchase a plugin
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In this episode, Allan discusses how ServiceNow monitors the health and performance of the enterprise cloud and your instance using open source, third-party tools and the ServiceNow Platform.
Join Bharath Padaki and Rohan Tyagi in this episode as they discuss new Kingston features for the Service Catalog in Service Portal.
This episode covers: - New Kingston features - Enhancements to current features - Tips on getting more out of your Service Catalog
For more information on the information experience, see: Product Documentation: Service Catalog Service Catalog on Service Portal
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In this episode, Darrin Ladd discusses the new ways for customers to find the information they need all in one spot.
This episode covers: - Improvements in organization of information - How the information is presented - How to search for information
For more information on the information experience, see: Transforming the ServiceNow Information Experience Save Time and Increase Efficiency with HI’s New Unified Search Updates to the Product Documentation Site
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Are you swimming in a Data Lake or flowing with a Data Stream? In this episode, Allan continues discussing digital transformation and the NOW Platform’s Intelligent Automation System. Use machine learning to customize and tailor data information to your business needs to accelerate productivity and revenues.
A survey report on the State of Work reveals that work is accelerating worldwide, that greater automation is needed to cope with rising work levels, and that automation delivers financial growth. Highly automated companies are 6x more likely to see revenue growth of 15%+
This week, Manjeet Singh and Brian Hollandsworth discuss the value of Benchmarks and the latest features in the Jakarta release.
This episode covers: - What's Benchmarks all about? - Benefits of benchmarking on the platform - New features for Jakarta - Customizing your KPIs
For more information on developing applications, see: Joys of Benchmarks in Jakarta New KPIs and cross platform functionality of Benchmarks in Jakarta Benchmarks Use Cases and Best Practices Benchmarks Community: IT Service Management Product Documentation: Benchmarks
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In this episode, Allan discusses digital transformation. Digital transformation is more than digital products and services; it's also about the processes that creates, enables, manages, and delivers them.
This week's podcast brings in the winners of ServiceNow's 2017 Hackathon, Lisa Slavin, Katrina Miller, and Tom Conklin, to talk about how they created an learning management system (LMS) in only one day.
This episode covers: - ServiceNow Hackathon - LMS and what it does - Developing an app - Issues and challenges - Tips and tricks for developing your own app
For more information on developing applications, see: Developer Community Product Documentation YouTube Playlist: Developing Applications on the ServiceNow Platform with Studio IDE
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In this podcast, Robert Barmentloo talks about how to create useful reports, data sources vs tables, sharing, the new report designer, and more.
This episode covers: - Creating useful reports - Staying in platform - Discouraging export to PDF - Using data sources instead of tables - Sharing reports - New report designer - Other new Jakarta features
For more information on Reporting, see: Performance Analytics and Reporting Community Product Documentation: Reporting YouTube Playlist: Reporting
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In this episode, Silas Smith and Bryan Barnard discuss Web Services, including content from Istanbul, Jakarta, and Knowledge 17.
This episode covers: - HTTP logging in Istanbul - Knowledge 17 and the rise of the internet of things (IoT) - Server name indication (SNI) in Jakarta - Web Services resources
For more information on Web Services, see: Developer Portal Developer Community Product Documentation: Web services Product Documentation: Server Name Indication for outbound web services YouTube Playlist: Web Services in ServiceNow
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In this episode, Allan discusses data sovereignty. How do we think about the regularity and compliance needs of the many data sovereignty laws across the world while using cloud computing to drive our company forward? Are data sovereignty and cloud computing at odds with each other or can we make them work together? I talk about a strategy here to make this work for the enterprise.
In this episode, Allan discusses his thought and highlights of the upcoming K17 show in Orlando! You'll gain some insights on the keynote speakers and the CreatorCon highpoints and the CreatorCon Challege.
As customers continue to leverage more and more of their ServiceNow instance, performance becomes critical. Herman Knief who is the Director for Performance Management talks about how to manage performance of instances in this podcast. He talks about what issues generally customers can encounter in the front-end Java application or in the back-end MySQL database where queries perform poorly. He also discusses issues where customers see they don’t have any worker nodes. He discusses how to identify the root cause of it and how to solve them.
Enterprise Architects have a challenging job since they have to understand various technologies and platforms/tools that are being used across the enterprise. They also need tools to manage the roadmap of the platforms and the application residing on them. Enterprise Architects at ServiceNow have the same need. In this podcast, Rajeev Sethi who is an Enterprise Architect at ServiceNow talks about how he does his work at ServiceNow using the ServiceNow platform. This gives an insight of the platform capabilities and how other customers can also leverage this platform for doing their Enterprise Architecture work.
In this episode, Brandon May and Jesse Adams discuss some best practices and tips and tricks for using Service Portal, including new features in Istanbul!
This episode covers: - How Service Portal differs from CMS - Search groups and search sources - Widgets options schema - Troubleshooting tips
For more information on Service Portal, see: Removing the New button from Service Portal List page TechBytes Episode 27: Service Portal Product Documentation: Service Portal
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In this episode, Ankit Khetarpal shares his best practices for keeping your ServiceNow instance at peak performance.
This episode covers: - Stats page - Semaphores - Schedule workers - Debugger - What's new in Istanbul
For more information on ServiceNow Express, see: Product documentation: platform performance Preserve performance by halting excessive logging in syslog tables Improve performance: database indexes and slow queries
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In this episode of TechBytes, Darius Koohmarey discusses a new video series on the Express Support site with tips to help system administrators configure the Express system.
This episode covers: · Initial configuration · Incident management · Service catalog · Asset and configuration management · Reporting
For more information on ServiceNow Express, see: Express Support Site Getting Started with ServiceNow Express Managing Configurations in One Instance - ServiceNow Express Support Using Control Charts for standard reporting TechBytes Episode 21: What's New in Express—Helsinki Release ServiceNow Express Vlogs Blog: Enforcing List Queries Video: ServiceNow Express Core Application Configuration | Application Menus and Modules
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In this 7th Episode of the Enterprise CloudCast, Allan Leinwand, ServiceNow CTO, discusses Cloud Architecture software as a service (Saas) model wins for the Enterprise.
How do you select the right platform for the enterprise?
Follow Shiva Ramachandran, Director Product Management, ServiceNow and other leaders, through this series of podcasts where details about the product and platform are detailed to help Enterprise Architects. Subscribe to this podast to know when the next podcast is posted.
In this podcast Shiva Ramachandran discusses with Robert Duffner as an Enterprise Architect what are the critical aspects to consider when selecting a platform for building enterprise level applications.
In this 6th Episode of the Enterprise CloudCast, @Allan Leinwand, ServiceNow CTO, discusses Multi-tenant versus Multi-instance cloud architectures. Find More on the ServiceNow Community https://community.servicenow.com/community/experts-corner/techbytes-podcasts
In this episode of TechBytes, Sarah Holberg discusses the quarterly patching program and how you can prepare for and implement new patches every quarter.
This episode covers: - Differences between an upgrade, patch, and hot fix - How release notes can help with patching - Testing on sub-production instances - Whether you can choose only part of a patch - How pinning is related to patching - Patching to a newer version than your target - The upgrade monitor
For more information on the QPP, see: Quarterly Patching Program Overview - YouTube Product Documentation: Q4 Patch Targets Patching Program Community HI Knowledge Base: Quarterly Patching Program - Customer FAQ
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This week's episode of TechBytes covers integrations. Cameron Stone and Gabriel Finney discuss their favorite integrations and answer some of the most common questions about integrations.
This episode covers: - What kind of integrations are possible? - How does integration work? - Planning and scoping integrations - Utilizing subject matter experts - Using import sets strategically - Trying the REST API Explorer - MID server - the Swiss Army knife of ServiceNow - Orchestration and integration - Using a sandbox
For more information on Integrations, see: Product Documentation: Integration with third-party applications and data sources Developer Community Community: Slightly Loony www.sncguru.com Blog - John Andersen
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In this new podcast, Mike Adler and Magaly Drant discuss Edge Encryption and how it can help keep your data more secure.
This episode covers: - Setting up Edge Encryption - Tokenization - Encryption Keys - Node Alerts
For more information on Edge Encryption, see: Product Documentation: ServiceNow Edge Encryption Edge Encryption Setup, Configuration and Rule Creation
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In this episode I speak with Katharine (Katy) Campbell, supervisor of our multimedia group.
In this week's podcast, Patrick Wilson explains how to use the new Service Portal, available in Helsinki.
This episode covers: - No code, low code, and pro code for all levels of users - Customizing widgets in the portal - Debugging Service Portal - Security in the portal
For more information on Service Portal, see: What’s in a Service Portal? How to communicate between widgets in Service Portal Adventures in Service Portaling: Introduction and Resources Adventures in Service Portaling: The Form Widget Product Documentation: Service Portal
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The migration from Knowledge Management v2 to v3 can be a tricky one. Let ServiceNow support help you out. In this podcast, Javier Heredia and Nathan Rensen discuss some of the hottest KM v3 topics.
This episode covers: - What's new in KM v3 - Categories and topics - Multiple knowledge bases - Import feature - Html sanitizer - Images, videos, and attachments - Search - List control
For more information on KM v3, see: The specified item was not found. Guide for moving from KM v2 to KM v3 ServiceNow Product Documentation: Knowledge Management Getting Started with Knowledge Management v3 - YouTube
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The developer site recently introduced a feature where instances will hibernate, or "sleep" when they go unused after a couple hours. In this podcast, Bryan Barnard and Jack Nguy discuss what this means for you and how to "wake up" your instance.
This episode covers: - Personal Development Instances (or PDIs) as the on-ramp to ServiceNow - Differences between the developer program and the technology partner program - Overview of hibernation - Hibernation vs instance reclamation - Troubleshooting issues - Instance versions and PDIs - Plugins and integrations for your PDI
For more information on hibernation and the developer site, see: Techbytes Episode 9: ServiceNow Developers Site ServiceNow Developers Site Developer Community ServiceNow Developer Site Walkthrough - YouTube
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In this episode of TechBytes, Martin Barclay chats with Markus Zirn, VP of Business Development at Workato
This episode covers: · Workato modern enterprise-grade integration platform · Recipes and integration apps · Slack and IBM Watson integration at CreatorCon Hackathon
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Heath Ramsey returns for a whole podcast about the new features in the ServiceNow Helsinki release. Learn how to improve your reports with an upgrade to Helsinki.
This episode covers: - Revamped homepages - Responsive canvas - New visualizations and the map widget - Real time Record Watcher widget
For more information on Helsinki Express, see: TechBytes Episode 15: Reporting in ServiceNow Performance Analytics and Reporting Welcome to Reporting and Performance Analytics on Helsinki! DemoNow | ServiceNow Product Documentation: Performance Analytics and Reporting
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In this podcast, Lisa Henderson and giora.tamir return to talk about new features for Security Operations in the Helsinki release.
This episode covers: - New features - Threat intelligence - Vulnerability response - Security incident response
For more information on Security Operations, see: Product Documentation: Security Operations Knowledge 16: Keynote Day 3 ServiceNow Community: Security Operations
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In this week's episode of TechBytes, Jason Aloia and Darius Koohmarey talk about some great new features for Express in the Helsinki release.
This episode covers: New features in Helsinki Business rules UI policies Insert and Stay feature Custom applications
For more information on Helsinki Express, see: Express Support Site ServiceNow Express Helsinki release notes Creating a New Application or Module ServiceNow Express Vlogs - YouTube
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With the new Service Portal in HI comes a new podcast! This week, kylin.follenweider talks about what's new with Hi's Service Portal, some cool features to look out for, and navigation tips and best practices.
This episode covers: Unauthenticated help page Tour feature for the new site Improved homepage Improved incident form Service portal mobile experience Stay up-to-date with Portal news in the ServiceNow Community
For more information on the HI Service Portal, see: HI Service Portal user experience revamped for Helsinki Access HI on-the-go with our new mobile app ServiceNow KB: Service Portal on HI (KB0547203) ServiceNow KB: Using the HI Service Portal (KB0547103) HI Service Portal Overview - YouTube
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In this 4th Episode of the Enterprise CloudCast, Allan Leinwand, ServiceNow CTO, continues discussing the multifaceted topics of Cloud Security.
Specifically, Allan addresses what’s beyond securing data, not just monitoring, but a more focused on operating the Enterprise Cloud in a secure manner. Learn more about ServiceNow's methods for operating securely, our Security Incident Response Process and the Security Suite application for clients to run their own tailored security incident procedures.
Be sure to subscribe to the TechBytes Podcasts so you will be notified of Allan's next podcast that will cover how ServiceNow operates our cloud securely.
Learn how to automate your functional, regression, and UAT testing to reduce time and increase quality with CapIO, the end-end testing tool for ServiceNow. Dave Slusher, ServiceNow Developer Evangelist and automated testing guru, asks Roger the questions you want the answers to if you’re in QA or DevOps.
Q&A with Roger Enriquez, Integration Architect at Cerna Solutions
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In this 3rd Episode of the Enterprise CloudCast, Allan Leinwand, ServiceNow CTO, discusses the multifaceted topic of Cloud Security.
As the first in the security series, he specifically addresses how we secure our customers' data to the highest measure.
Be sure to subscribe to the TechBytes Podcasts so you will be notified of Allan's next podcast that will cover how ServiceNow operates our cloud securely.
This episode of ServiceNow Techbytes features Mark Scoggins, a Senior Solutions Consultant at ServiceNow, as he explains what Software Development LifeCycle (SDLC) is and best practices to put it in place and use it.
This episode covers: How to integrate change management and SDLC Managing sprints Involving product owners in the process Using visual task boards with SDLC Sneak peek into Knowledge16
For more information on SDLC, see: SDLC integration with Project Portfolio Suite SDLC Scrum Process Plugin SDLC scrum process ServiceNow Share ServiceNow Demo Center
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In this episode you will hear about infrastructure and other things related to the availability of the Enterprise Cloud
In this episode of ServiceNow Techbytes, Amy Bowman, ServiceNow’s Senior Manager of Information Development, introduces us to the new ServiceNow Documentation site. She explains how to use the enhanced search capabilities, generate PDFs from the content, and provide feedback to the Information Development team.
This episode covers: The new and improved search engine How to generate PDFs from docs content How to use the feedback form
For more information on the Product Documentation, see: New documentation site: a more Powerful Search ServiceNow Product Documentation Move over wiki, the new product documentation site is live!
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In this episode of ServiceNow Techbytes, Heath Ramsey discusses how you can use Performance Analytics as the “face of your instance” to visualize data collected over time and improve your business processes.
This episode covers: The history of Performance Analytics How to obtain the application Using indicators Importance of time in Performance Analytics Using breakdowns and dashboards Sneak peek into Knowledge 16 and CreatorCon
For more information on Performance Analytics, see: Video Playlist: Performance Analytics Performance Analytics Plugins available in the Geneva release Add Twitter data to a Performance Analytics dashboard Performance Analytics and Reporting Product Documentation: Performance Analytics
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In this episode of ServiceNow Techbytes, Heath Ramsey discusses the Reporting application and the best ways to create and manage reports on the ServiceNow platform.
This episode covers: Streamlining reports Report administration Report security Multi-level pivot tables Conditional formatting Multi-level drill-down
For more information on Reporting, see: Video Playlist: Reporting in ServiceNow Getting Started with Reporting in ServiceNow Performance Analytics and Reporting Product Documentation: Reporting ServiceNow KB: Reporting Resources Page (KB0540923)
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Herbert Uhl explains how ServiceNow customers are realizing significant OPEX savings and gaining operational efficiencies with MobiChord’s Mobile Expense and Asset Management app.
See More Podcasts at https://community.servicenow.com/community/experts-corner/techbytes-podcasts
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In this episode of ServiceNow Techbytes, Mani Korada, Cory Seering, and Bianca Vaccarini talk about how you can get your burning ServiceNow product questions answered in our friendly and supportive online ServiceNow Community.
This episode covers: Overview of Community How to ask questions that get answered How referencing product documentation helps you get better answers When to write a blog post Tips on answering questions Community etiquette How to find content quickly on Community
For more information on the ServiceNow Community, see: Make it easy for others to answer your question. How To Top Contributors Tips and Tricks
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This week's podcast features servicenowkevin as he talks about how we use the Knowledge Base application on HI (the ServiceNow Customer Support instance) to provide searchable, high-quality content to customers.
This episode covers: Tagging and search optimization Pinning articles Reports Multiple-KB function (NEW in UI16!) Article view properties Feedback Mechanism Sneak peek at Knowledge 16
For more information on Knowledge Management, see: Product Documentation: Knowledge Management Product Documentation: Knowledge Administration ServiceNow KB: Viewing Knowledge Base articles (KB0538987) ServiceNow KB: Viewing public knowledge base articles (KB0540403)
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In this episode of ServiceNow Techbytes, bryanbarnard and cesar.sandoval talk about building an API for your ServiceNow app using the new Scripted REST APIs functionality available in the Geneva release.
This episode covers: An overview of Scripted REST APIs Versioning Scripted REST APIs Importance of documenting Scripting REST APIs Use cases for Scripted REST APIs
https://community.servicenow.com
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In this podcast we provide an update on what’s new with the ServiceNow Store. We also interview Don Casson the CEO of Evergreen Systems and learn more about their apps found on the ServiceNow Store.
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In this episode of ServiceNow Techbytes, patrickd talks about the benefits of the ServiceNow Developers Site and what it can do for you and your company.
This episode covers: An overview of the Developers Site Perks of joining the Developers Site What you can do with the Developers Site Sneak peek into CreatorCon 2016
For more information on ServiceNow Field Service Management, please see: ServiceNow Developers Site Developer Community ServiceNow Developer Site - YouTube
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In this episode of ServiceNow Techbytes, Lisa Henderson and giora.tamir provide details about the new Security Incident Response application that can track the progress of security-related incidents from initial analysis to containment, eradication, and recovery.
This episode covers: What to expect from the new Security Incident Response application Some features of the Security app Best practices when using the new Security app
For more information on ServiceNow Field Service Management, please see: Product Documentation: Security Incident Response Product Documentation: Get started with Security Incident Response
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In this episode of ServiceNow TechBytes, ServiceNow product manager mike.malcangio talks about using the Knowledge Management Application to view, create, edit, organize, share, and manage content across your organization.
For more information on ServiceNow Knowledge Management, please see: Product Documentation - Knowledge Management Product Documentation - Creating Knowledge Video: Getting Started with ServiceNow Knowledge Base
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In this episode of ServiceNow TechBytes, Sean Barrett discusses how you can use the Field Service Management application and geolocation to manage work tasks of any kind that need to be performed by agents in the field.
This episode covers: Ways to use Field Service Management Why and how to use the geo-tracking feature How Field Service Management relates to other applications in ServiceNow Offline support with mobile technology partners
For more information on ServiceNow Field Service Management, please see: Product documentation – Field Service Management Product documentation – Geolocation ServiceNow website - Field Service Management Six Ways To Improve Your Field Service Management Operations
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In this episode, you can find tips and tricks for using the powerful Discovery tool to identify, maintain, and get control of the configuration items in your Configuration Management Database (CMDB).
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In this episode, Jason Aloia and Darren Richards talk about using visual task boards, an interactive graphical application that makes it easy for teams to manage and collaborate on multiple tasks.
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In the latest episode of TechBytes, Grant Hulbert explains how developers can add their innovative applications to the ServiceNow Store and sell them or offer them for free to others in the ServiceNow ecosystem.
News Bulletin:
ServiceNow | Delivering Enterprise Value with Service Management
KPMG brings ServiceNow guru to New Zealand | Scoop News
Submit your ServiceNow Selfie!
For more information on the ServiceNow Technology Partner Program, see: ServiceNow Developer Portal CreatorCon at Knowledge16 ServiceNow Store Technology Partner Program NOWsupport - YouTube ServiceNow Developer Site
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Keyvan Berenjian on implementing ServiceNow Express quickly and using the product to automate processes from ITSM to human resources onboarding and more.
For more information on ServiceNow Express, see: ServiceNow Express Site Get a ServiceNow Express Demo Instance ServiceNow Express Community ServiceNow Express Documentation
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The ServiceNow Store presents a monthly podcast showcasing updates to the ServiceNow Store, app highlights, and interviews. This podcast offers customers insight into what’s new and available on the store.
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