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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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Can't believe it's already been 6 years. Thank you to our amazing guests and specially our listeners. In this season finale episode, Juan and Tim rant about the honest no-bs discussions they've had in 2026 and what are the topics they are looking forward to cover in the next season.
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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
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Jason Doerr has spent years watching governance programs undermine themselves by cataloging everything without a use case, naming data stewards who have nothing to actually do, and building central teams that become blockers instead of enablers. In this episode, he walks through what pragmatic governance actually looks like: start with use cases, give stewards real work to action on, and let the central team set principles rather than police behavior. He also digs into PADU (Preferred, Acceptable, Discouraged, Unacceptable) as a practical roadmap framework, how LLMs can accelerate semantic layer creation without generating vanity metrics, and why the governance operating model is shifting toward agentic management ... whether the governance community is ready for it or not.
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This is the takeaway episode with Jason Doerr who has spent years watching governance programs undermine themselves. He walks through what pragmatic governance actually looks like and digs into PADU (Preferred, Acceptable, Discouraged, Unacceptable) as a practical roadmap framework.
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Bob Seiner has spent decades in data governance, and in this episode he joins Juan and Tim to unpacks his new framework, Data Catalyst Cubed, which multiplies data governance by change management and data fluency. Miss any one of them, and you get zero. The problem is that leadership has never treated behavior change as part of the governance mandate, and most data programs have never connected with the change management expertise that already exists inside their organizations.
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Takeaway episode with Bob Seiner where he unpacks his new framework, Data Catalyst Cubed: multiplies data governance by change management and data fluency. Miss any one of them, and you get zero.
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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Most organizations are treating AI governance as a compliance checkbox. Victoria Gamerman argues it's the gateway that finally forces organizations to confront the human side of AI adoption. In this episode, Victoria breaks down why the POC-to-operationalization gap is so hard to close, why people, process, and data each carry more human weight than most leaders acknowledge, and what "AI-ready data" actually means and a reminder that AI isn't a technology problem. It never was.
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This is the takeaway episode with Victoria Gamerman who argues that AI Governance is the gateway that finally forces organizations to confront the human side of AI adoption.
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Everybody wants AI. AI adoption conversations are dominated by tools, models, and metrics. Far fewer organizations have figured out what to do with it once it's inside the building. The harder question, one that most leaders are avoiding, is what happens to the humans? Diana Wu David, Director of Futures at ServiceNow joins Juan and Tim to unpack what leaders should and should not be doing.
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This is the takeaway episode with Diana Wu David, Director of Futures at ServiceNow where we discuss AI adoption, the metrics and how far fewer organizations have figured out what to do with AI once it's inside the building.
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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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Juan and Tim's Friday rant covers a lot of ground, from Juan's TED takeaways on AI's unprecedented speed and what it means for humanity, to the uncomfortable shift data teams need to make: work and decisions are the point, not pipelines and gold layers. They dig into what Medallion Architecture 2.0 looks like (feedback loops, insights to action, agent governance), why organizational design theory applies directly to agent swarms, and what library science can teach us about the future data stack. The thread running through all of it: the humans who thrive in this moment won't be the ones who build the most, but the ones with taste.
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Data teams spend enormous energy building pipelines, platforms, and governance frameworks but often skip the most fundamental step: truly understanding what people are actually asking for. In this episode, Juan and Tim sit down with data librarians Jenna Jordan and Amalia Child to explore why library science may be the missing lens for data work.
At the heart of the conversation is the reference interview, a structured technique librarians use to uncover a user's "true information need," which almost never matches the first question they ask. From establishing trust and listening without judgment, to asking open-ended questions and verifying whether the need was actually met, the reference interview offers a rigorous, repeatable framework for anyone serving data users.
If you've ever wondered why data projects deliver less value than expected, this episode will reframe the problem entirely and give you a practical toolkit to start closing the gap.
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Data teams obsess over pipelines and platforms but often skip the most fundamental step: truly understanding what people are actually asking for. We chat with data librarians Jenna Jordan and Amalia Child who share a framework for exactly that; it's called the reference interview, and it might be the most practical toolkit data teams have never used.
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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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There's a gap at the heart of most organisations and data hasn't filled it. Pete Williams, an experienced data leader, has spent years watching companies build sophisticated data capabilities, only to see insight stall before it reaches action. In this episode, we diagnose why: organisations still make decisions along traditional vertical lines, while data sits in a horizontal layer that was never given real authority. AI doesn't solve this misalignment, it exposes it! Pete makes a compelling case for why fixing this structural void is the defining challenge for data leadership today.
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This is the takeaway episode with Pete Williams, an experienced data leader, who argues that organisations still make decisions along traditional vertical lines, while data sits in a horizontal layer that was never given real authority. Pete makes a compelling case for why fixing this structural void is the defining challenge for data leadership today.
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Juan and Tim have a rant session with a special guest in person, Jesús Barrasa, well known in the knowledge graph space. We covered AI trends, the balance between operational vs. strategic work, knowledge graphs, context graphs. The most valuable part of our rant was our pragmatic discussion about ontologies stripping them down to what they actually are and why they matter.
Starting to work with ontologies? Think about these two dimensions: WHAT (Formal, Explicit and Shared Meaning) and WHY (Interoperability, Automation).
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Most organisations know they're not getting value from their data and AI investments, but few are willing to name the real culprit: the boardroom. In this episode, Kyle Winterbottom joins Juan and Tim to argue that the mandates handed to CDAOs are fundamentally broken because the people hiring them don't understand what good looks like. Boards continue to build capability without starting with the end in mind, creating a culture where data leaders are rewarded for building things rather than delivering outcomes. The result? An entire industry that has learned to play the wrong game.
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This is the takeaway episode with Kyle Winterbottom where he argues that the mandates handed to CDAOs from the board are fundamentally broken because the people hiring them don't understand what good looks like. The result? An entire industry that has learned to play the wrong game.
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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
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Stop treating AI governance like a compliance checkbox handed down from the boardroom. Kierra Dotson joins Juan and Tim to argue that the chasm between ambitious AI strategy and messy technical reality exists precisely because we've made governance someone else's problem. The fix? Empower engineers, data scientists, and product owners to own their role in shaping ethical, sustainable AI — not as a burden, but as the thing that makes the work actually matter.
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This is the takeaway episode with Kierra Dotson where she argues that the chasm between ambitious AI strategy and messy technical reality exists precisely because we've made governance someone else's problem.
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AI is the New UI… But Is Anyone Getting Value?
Big summer. New roles. Same obsession with transformation.
In this episode, Pete and Kat compare notes on what happens when you step into new gigs right as AI goes from “this is cool” to “okay… but is it actually doing anything?”
They get into:
- How AI is still, inconveniently, a people problem
- Why “AI is the new UI” is about to stop being a slogan
- Why most organisations don’t have an AI problem… they have a focus problem
- And yes… the AI reckoning that’s coming when everyone looks up and goes “oh no...what have we done?”
- A sneak peek at what’s coming at Knowledge (it’s big 👀)
- And Pete bravely preparing for a life without proper Australian coffee (thoughts and prayers)
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What does dentistry have to do with data analytics? More than you'd think. Thais Cooke went from cleaning teeth to cleaning datasets and her unconventional path turned out to be a superpower. In this episode, Thais joins Juan and Tim to talk about why subject matter expertise is the ultimate force multiplier, how to build trust with stakeholders (hint: "I don't know" is a valid answer), and why the best data professionals aren't technical specialists — they're problem solvers.
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This is the takeaway episode where Thais Cooke joins Juan and Tim to talk about why subject matter expertise is the ultimate force multiplier. Oh, and what does dentistry have to do with data analytics? More than you'd think!
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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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Want to get the honest no bs scoop of what happened at the Gartner Data & Analytics in Orlando, then this short and sweet episode is for you. This was an impromptu recording where Sanjeev Mohan and Ryan Dolley join Juan and Tim to share what they learned.
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Juan and Tim rant about whats on their mind going into Gartner Data and Analytics conference: "Context" is going to be the word of the week, The Execution Gap, Decision intelligence might be the bridge and the thing nobody's talking about yet: context lock-in.
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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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Most data and AI initiatives don't fail on technology — they fail on meaning. In this episode, Juan and Tim chat with Säde Haveri, who makes the case that metadata is the bridge between systems and people: the language and structures that help humans understand, trust, and use data in their daily work. Her focus isn't on building smarter pipelines, but on turning complexity into shared understanding so that data actually drives decisions and behavior change. Because if your data doesn't speak your language, it simply won't work for you.
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This is the takeaway episode with Säde Haveri where she makes the case that metadata is the bridge between systems and people. Most data and AI initiatives don't fail on technology — they fail due to the lack of meaning. If your data doesn't speak your language, it simply won't work for you.
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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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Juan and Tim are back for a LIVE episode with Nachiket Mehta, an experienced data leader who has lived and breathed the “shift left”. In this episode we unpack how ontology, events and culture unlock enterprise AI.
We discuss the gap between what your systems think is happening and what's actually happening on the ground and dive into real world examples: a trailer with expensive merchandise sat forgotten in a yard for weeks. $35M in delayed orders. The math added up, but nobody saw it coming. Why? Because we're obsessed with cleaning data and building dashboards, but nobody mapped the happy path vs. the exceptions actually happening on the ground. What is delivery when the customer isn't home? What's "lost in transit" versus "sitting in our own yard"?
The solution? Send your ontologist to the fulfillment center. Build tiger teams. Shift your data teams left to act like software product teams. And most importantly: connect the five why's back to your OKRs, or you're just building features nobody needs.
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This is the takeaway episode with Nachiket Mehta, an experienced data leader who has lived and breathed the “shift left”. In this episode we will unpack how ontology, events and culture unlock enterprise AI. We discuss why your ontologist needs to visit the fulfillment center, how to shift data teams from afterthought to proactive partner, and why the five why's matter more than your tech stack.
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Tim and Juan unpack why Vaibhav Gupta, co-creator of BAML, states that most agentic AI code out there is dumb. It's ugly, fragile, and built by people who've never had to wrestle with probabilistic systems before. But here's the thing: we've seen this movie before. Remember when building websites was painful? Then jQuery showed up... then React... then Tailwind. Abstraction always wins. It just takes time (and about 50 bad frameworks for every good one). The gaming industry also figured out about unreliable systems decades ago. The takeaway is that the real bottleneck isn't abstracting the AI, instead it's abstracting the failure. Oh, and this episode has a live demo (first time we ever do this!).
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This is the takeaway episode with Vaibhav Gupta, co-creator of BAML, where we unpack why most agentic AI code out there is dumb. If you like what you hear, you should listen to the full episode.
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Juan and Tim grab a beer and rant about decision intelligence and context graphs, MCP vs Skills, and how companies really have a work problem (not a data/AI problem) and what is the maturity model to get that work done
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Tired of executives breathlessly asking "what's our AI strategy?" while your data team drowns in 1,000 dashboards that nobody uses? In this episode, Juan and Tim cut through the noise with Juan Gorricho a data and analytics executive with more than 25 years of experience delivering business value at TD Bank, Visa, The Walt Disney Company
We cover: Why do data leaders keep building vanity metrics instead of business value? How do you go from being an "order-taking reporting team" to a trusted decision intelligence partner? And why does every data governance initiative feel like building policies nobody wants to follow?
The secret? Do it by slice. Not top-down. Not bottom-up. By slice—connecting each data product to real business outcomes while building reusable foundations underneath.
If you're ready to turn your data team's NPS around and build trust that actually sticks, this one's for you.
Spoiler: It starts with being brave enough to tell executives the truth. And btw, "I bet 40 columns drive 90% of your business."
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This is the takeaway episode of our chat with Juan Gorricho, a data and analytics executive with more than 25 years of experience delivering business value at TD Bank, Visa, The Walt Disney Company. We cover: Why do data leaders keep building vanity metrics instead of business value? How do you go from being an "order-taking reporting team" to a trusted decision intelligence partner? And why does every data governance initiative feel like building policies nobody wants to follow? And so much more. If you liked these takeaways, listen to the full episode!
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Juan and Tim got together for a beer to rant about what's on their mind, the latest in the data world and share Data Day Texas takeaways
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Dr. Irina Steenbeek is a data practitioner, and author of multiple books including Data Lineage from a Business Perspective. In this episode, Juan and Tim discuss with Irina the practical realities of implementing data lineage and its relationship to Data and AI governance. For example, do you really need to have a comprehensive technical lineage? A lot of honest no-bs nuggets in this episode!
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This is the takeaway episode with Dr. Irina Steenbeek, a data practitioner, and author of multiple books including Data Lineage from a Business Perspective. In this episode, Juan and Tim discuss with Irina the practical realities of implementing data lineage and its relationship to Data and AI governance.
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A conversation with Jody Elliott, Head of IT Risk and Sustainability at National Grid, on embedding responsible AI and sustainability at scale.
In this episode of the ServiceNow Executive Circle Podcast, Jody Elliott, Head of IT Risk and Sustainability at National Grid, explores how sustainability, risk, and AI can work together to create real business value. Operating across critical national infrastructure in the UK and US, Jody shares why “good green operations are just good operations” and why sustainability and responsible AI must be embedded by design, not treated as standalone initiatives.
The conversation covers:
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How IT sustainability, e-waste policy, emissions reduction, and regulatory compliance can drive efficiency, trust, and innovation
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Practical, real-world AI use cases, including how generative AI can improve compliance and risk oversight by analysing large volumes of unstructured data
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The importance of AI literacy, human-in-the-loop governance, and strong control frameworks
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How organisations should prepare for emerging regulation, including the EU AI Act and CSRD
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What’s next—from rising energy demand and supply chain risk to the next wave of responsible technology
Tune in now for a practical, real-world look at how responsible AI and sustainability can drive efficiency, trust, and innovation at scale.
If you’ve got an idea for a topic, would like to propose a guest for the show or discuss any of the points raised in this episode with a ServiceNow representative, just send an email to executivecircleuki@servicenow.com
And if you are not already an EXECUTIVE CIRCLE member and would like to learn more about our exclusive membership and all the benefits it brings, please visit.
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AI, Skills, and the Future of Work at Aviva
In this episode of the ServiceNow Executive Circle podcast, Kat Finch is joined by Dan Godfrey, Group People Transformation and Talent Director at Aviva, to explore how people strategy, technology, and AI are coming together to reshape the future of work. Dan shares how Aviva’s scale, legacy, and long history influence its approach to transformation, and why operational readiness, adoption, and change management are just as critical as the technology itself. From learning and recruitment to people technology and data analytics, the conversation highlights how HR and IT must work in lockstep to deliver meaningful outcomes for both colleagues and customers.
The discussion also dives into the evolving role of AI in skills development, workforce planning, and customer experience. Some key topics include:
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The evolving role of AI in skills development, workforce planning, and customer experience
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Highlighting how Aviva is using AI to surface skills and support “squiggly careers”
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Showing how AI helps colleagues navigate future career paths and learning opportunities
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Emphasising the importance of human-in-the-loop governance, trust, and responsible use of AI
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Looking ahead to how AI could democratise financial services by making financial knowledge more accessible
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Reinforcing why investing in peoples capability remains the most critical transformation for organisations
If you’ve got an idea for a topic, would like to propose a guest for the show or discuss any of the points raised in this episode with a ServiceNow representative, just send an email to executivecircleuki@servicenow.com
And if you are not already an EXECUTIVE CIRCLE member and would like to learn more about our exclusive membership and all the benefits it brings, please visit.
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Ontologies are suddenly everywhere but they didn’t come out of nowhere.
In this episode, Juan and Tim chat with Professor Oscar Corcho, who has been doing ontology engineering since the early 2000s (check out his book Ontological Engineering from 2003), to demystify what ontologies actually are, where they came from, and why that history still matters today.
If you’re new to ontologies or feeling lost in the current hype, this episode gives you the grounding you didn’t know you needed to understand where the field has been and where it should be going next.
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This is the takeaway episode of our conversation with Professor Oscar Corcho, who has been doing ontology engineering since the early 2000s where we demystify what ontologies actually are, where they came from, and why that history still matters today.
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Juan and Tim rant about Context Graphs and categorizations of how companies work with data.
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Tim and Juan chat with Tony Baer and Matt Housley, hosts of the “It’s About Data” podcast about what are the trends they are seeing with the start of 2026. We talked about AI magical thinking, Agentic architectures, Graphs, careers and much more.
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This is the takeaway episode about the chat that Tim and Juan have with Tony Baer and Matt Housley, hosts of the “It’s About Data” podcast about what are the trends they are seeing with the start of 2026. We talked about AI magical thinking, Agentic architectures, Graphs, careers and much more.
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In the opening episode of 2026, Juan and Tim discuss what happened in the data world during 2025 and what they are looking forward to in 2026. We discuss semantics, ontologies, context, tool/vendor consolidation, data teams, platform convergence, governance, and of course... AI!
In the episode we mention the talk we gave at BigDataLDN "Why Data Teams Must Lead the Next AI Revolution" which you can find here: https://www.youtube.com/watch?v=ULfcjlXxyXg
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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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Tim and Juan chat with Lena Hall, the Senior Director of Developer Relations at Akamai, and an AI practitioner where we dive into what it means to build AI agents.
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This is the takeaway episode with Lena Hall, the Senior Director of Developer Relations at Akamai, and an AI practitioner where we dive into what it means to build AI agents. If you like what you heard, you should check out the full episode!
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Tim and Juan chat with Arielle Rolland, a Data & AI Strategy Manager and Data Product Enthusiast and dive into how many teams are overcomplicating data products. We discuss what makes a good data product initiative and a good data product. Is a waterfall approach actually that bad? And how to balance between strategy and delivery. If you are scratching your head about data products and feel lost, this episode is for you!
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This is the takeaway episode with Arielle Rolland, a Data & AI Strategy Manager and Data Product Enthusiast where we dive into how many teams are overcomplicating data products. We discuss what makes a good data product initiative and a good data product. Is a waterfall approach actually that bad? And how to balance between strategy and delivery. If you are scratching your head about data products and feel lost, this episode is for you! If you like what you heard, you should check out the full episode!
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Tim and Juan chat with Danielle Crop is the EVP Digital Strategy & Alliances at WNS, former Chief Data Officer of Albertson and also the former Chief Data Officer of American Express about how data leaders and practitioners need to be thinking about AI and how to focus on what truly provides business value. We get into who will be building models, and how roles will be evolving in organizations. If you want to learn what is going through the mind of an executive data leader, this episode is for you!
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This is the takeaway episode with Danielle Crop is the EVP Digital Strategy & Alliances at WNS, former Chief Data Officer of Albertson and also the former Chief Data Officer of American Express where we chat about how data leaders and practitioners need to be thinking about AI and how to focus on what truly provides business value, who will be building models, and how roles will be evolving in organizations. If you want to learn what is going through the mind of an executive data leader, this episode is for you. If you like what you heard, you should check out the full episode!
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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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Jessica Zuñiga is the Head of AI Readiness & Data Governance at BlueYeti and one of the most important voices in data governance in Mexico and Latin America. Tim and Juan discuss with Jessica about when data and AI governance truly becomes a business enabler and how to use frameworks like DAMA effectively.
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This is the takeaway episode with Jessica Zuñiga is the Head of AI Readiness & Data Governance at BlueYeti and one of the most important voices in data governance in Mexico and Latin America. Tim and Juan discuss with Jessica about when data and AI governance truly becomes a business enabler and how to use frameworks like DAMA effectively. If you like what you heard, you should check out the full episode!
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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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A few months ago, Netflix engineering published a blog post titled “Model Once, Represent Everywhere: UDA (Unified Data Architecture)” which is an RDF knowledge graph connecting domain models to data through mappings, all grounded in-house metamodel. In this episode, Tim and Juan sit down with Alex Bertails to understand the motivations behind UDA, how it’s implemented and the value that Netflix is deriving from it. If you are interested in how to take metadata, knowledge graphs and RDF to the next level, this episode is for you!
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Listen to the Tim and Juan's takeaways from our discussion with Alex Bertails about Netflix's Unified Data Architecture. If you like what you heard, listen to the full episode!
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A conversation with HR leader Davis Aguilar on Diageo’s shift toward simplicity, agility, and world-class HR excellence.
In this episode, Davis Aguilar—Global Head of HR Operations at Diageo, the global spirits company behind brands like Guinness, Johnnie Walker, Baileys, and Captain Morgan—shares how the organisation is transforming HR through operational excellence, cultural alignment, and smarter technology. He discusses the shift toward simplified workflows using ServiceNow and Workday, the importance of leadership sponsorship, and why cultural readiness is crucial when delivering change across 29,000 employees in 67 markets.
Davis also explores the realities of transformation on the ground, from unexpected digital adoption among remote field workers in Mexico to the evolving needs of a diverse, multi-generational workforce. He reflects on Diageo’s cautious but intentional approach to generative AI, the enduring relevance of human skills, and the company’s ambition to create an internal experience as strong as its world-famous brands.
If you’ve got an idea for a topic, would like to propose a guest for the show or discuss any of the points raised in this episode with a ServiceNow representative, just send an email to executivecircleuki@servicenow.com
And if you are not already an EXECUTIVE CIRCLE member and would like to learn more about our exclusive membership and all the benefits it brings, please visit.
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Tim and Juan chat with the honest no-bs analyst Sanjeev Mohan to discuss the latest trends in the data & analytics space. We go over the vendor unification, the focus on semantics and metadata, what trends have survived and much more.
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Tim and Juan chat with the honest no-bs analyst Sanjeev Mohan to discuss the latest trends in the data & analytics space. We go over the vendor unification, the focus on semantics and metadata, what trends have survived and much more. If you like this short takeaway episode, you should listen to the full episode.
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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
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In this episode of the ServiceNow UK&I Executive Circle Podcast, host Kat Finch speaks with Nick Pearson, CIO of Ricoh Europe, about how the company has successfully evolved from a traditional manufacturer to a technology-driven services business. Nick discusses the complex macro trends impacting European organisations, from shifting business models and tightening margins to the growing need for operational agility. He reflects on Ricoh’s 20-year transformation journey, highlighting how the company has remained resilient by continually pivoting, empowering change-makers, and fostering a culture of innovation.
The conversation explores the intersection of people and technology in driving digital transformation. Nick shares Ricoh's forward-thinking approach to AI governance and responsible innovation, alongside key themes such as:
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The rise of technical roles reshaping today's workplace.
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Building the skills and mindsets needed for a digital-first workforce.
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Simplifying processes and using sentiment analysis to enhance document management.
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Ricoh's vision to make work easier, smarter, and more human.
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How leadership, collaboration, and curiosity are shaping the workplace of the future.
Tune in for a thoughtful discussion on how leadership, collaboration, and curiosity are shaping the digital workplace of the future.
If you’ve got an idea for a topic, would like to propose a guest for the show or discuss any of the points raised in this episode with a ServiceNow representative, just send an email to executivecircleuki@servicenow.com
And if you are not already an EXECUTIVE CIRCLE member and would like to learn more about our exclusive membership and all the benefits it brings, please visit.
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In this Community Week special, host Lauren McManamon is joined by fellow advocate Kristy Merriam and guest Dharti Shah, a Certified Technical Architect, to discuss the intersection of career, community, and parenting. From Dharti’s journey through the CTA program to the shared experiences she and Kristy have as mothers of children on the autism spectrum, the conversation explores how personal challenges shape professional growth, how ServiceNow skills translate into life lessons, and the importance of support systems, both at home and in the developer community.
⏱️ Timestamps
- 00:00 Introduction of Hosts
- 01:43 Introduction of Guest, Dharti Shah
- 05:29 Discussing the ServiceNow Certified Technical Architect (CTA) Program
- 09:27 Balancing Work, Parenting, and Going Above and Beyond
- 18:16 New Perspectives Offered By Parenting
- 19:31 The Importance of "The Village" We Surround Ourselves With
- 21:30 Misconceptions About Being Working Parents
- 26:16 Advice For Women In Tech
- 31:28 Tech Trends Impacting Work Life, Home Life, and the Neurodivergent Community
- 37:51 Final Words of Wisdom
- 39:43 Conclusion
🔗 Links
- The Certified Technical Architect Application
- The ServiceNow World Forums
- The ServiceNow Developer Site
- The Developer Advocate Blog
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If Caleb Hammer hosted a show for CIOs, this would be the episode. 💥
Kat and Pete sit down to deliver the roast every IT leader needs - unpacking how technical debt quietly drains innovation, creates risk exposure, and costs you 27% interest on every “quick fix”.
In this episode:
🚨 Why tech debt isn’t an IT issue - it’s an organizational problem
💸 The real cost of duplicate platforms, workarounds, and “Jimmy’s app”
🧱 How to renovate your tech foundations without stopping innovation
🤖 Why ignoring integration points will haunt your AI strategy
🧭 Practical steps to measure, manage, and reduce tech debt for good If your IT architecture looks like a house with rotting walls - this is your sign to call an intervention.
🎧 Subscribe to The Change Agents Podcast for more brutally honest takes on digital transformation, AI, and the future of enterprise agility.
--- Hosted by ServiceNow's human agents: Peter McDonnell, Chief Transformation Officer and Katrina Read, Director of Transformation APJ
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After 5 years of doing the podcast, time to revisit the past. Juan and Tim look at where this all started, how we are making progress in data, and where is history repeating itself. Listen for some #HonestNoBS takes about the data world!
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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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This episode's co-host, Laszlo Balla, and Lauren McManamon sat down with Thomas Richter and Luis Caroll to unpack RaptorDB: the new database technology powering ServiceNow’s future. They shared the story from startup roots to acquisition, and explained how Raptor DB delivers faster performance, real-time analytics, and AI-ready scale, all while staying seamless for developers and customers.
⏱️ Timestamps
- 00:00 Introduction of Hosts
- 02:37 Introduction of Guests: Thomas Richter & Luis Carril
- 07:14 What IS RaptorDB? 10:14 How Is RaptorDB Different?
- 21:09 Has AI Changed Prioritization of RaptorDB’s Needs?
- 23:21 Origin of the Name “RaptorDB”
- 27:18 How Do I Get Access as a Customer?
- 29:35 Why Choose Pro Over Standard?
- 30:43 How Can I Tell If My Instance Is Running RaptorDB Already?
- 44:53 Recommended Education
- 46:22 What’s Next for RaptorDB SAFE HARBOR
- 50:16 Conclusion
🔗 Links
- RaptorDB Product Hub
- RaptorDB Zurich Docs
- The ServiceNow World Forums
- The ServiceNow Developer Site
- The Developer Advocate Blog
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On September 30th, ServiceNow's AI Experience launched, and with it came one of the most transformative new features: Web Agents! On this week's episode of Break Point, Lauren McManamon was joined by returning guest, Jingfei Chen, to unveil how Web Agents automate tasks by navigating browser UIs like a human. Learn how this catch-all agent works, where it fits alongside APIs and RPA, and why it’s set to change how developers approach automation.
⏱️ Timestamps
- 00:00 Introduction
- 02:37 What ARE ServiceNow Web Agents?
- 07:09 So, Web Agents Are Not ONLY Accessible Through Chat?
- 09:41 How Are Web Agents Similar/Different From RPA?
- 12:25 What Are Some Cornerstone Use Cases for Web Agents?
- 17:19 What Are the V1 Capabilities / Limitations of Web Agents?
- 18:47 What Are Web Agent Best Practices? 22:18 Where Can People Try Out Web Agents?
- 23:55 What’s On the Roadmap for Web Agents? SAFE HARBOR
- 27:01 How Have Priorities Changed to Meet Market Expectations?
- 29:50 What Are Initial Customer Thoughts on Web Agents?
- 31:11 Where Can People Provide Feedback on Web Agents?
- 32:02 Call to Action
- 33:57 Conclusion
🔗 Links
- Jingfei Chen's LinkedIn
- AI Experience Release Event
- Get to Know Now Assist AI Web Agent
- The ServiceNow World Forums
- The ServiceNow Developer Site
- The Developer Advocate Blog
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In this episode of the ServiceNow Executive Circle Podcast, Jacqueline McGirr, VP of Global Change & Employee Experience at Kerry Group, shares her journey and insights on transforming HR service delivery through technology, automation, and AI. Drawing from over two decades at Kerry, Jackie discusses the evolution of their Global Business Services (GBS) model, the importance of integrating IT and HR functions, and how they're using platforms like ServiceNow to streamline and enhance employee experiences globally.
Jackie also reflects on the role of AI in enabling more human-centred support—balancing automation with empathy, upskilling employees for the future, and preparing for agentic AI. She highlights Kerry’s forward-looking approach, including their newly formed AI Governance Forum and how GBS can evolve from a transactional hub to a strategic engine room for innovation and operational excellence.
If you’ve got an idea for a topic, would like to propose a guest for the show or discuss any of the points raised in this episode with a ServiceNow representative, just send an email to executivecircleuki@servicenow.com
And if you are not already an EXECUTIVE CIRCLE member and would like to learn more about our exclusive membership and all the benefits it brings, please visit.
See omnystudio.com/listener for privacy information.
You can buy the best platform, hire the best consultants, and build the best plan - but if your leadership is flaky and your culture is toxic, all you’ve upgraded is your failure rate.
In this episode of The Change Agents, Kat and Pete unpack why culture is the operating system of every transformation -and why leadership is the version update that determines whether change sticks or stalls. From “change theatre” to genuine leadership, trust, and vulnerability, this one’s a must-listen for anyone leading digital or AI-driven transformation in 2025.
#Leadership #Culture #DigitalTransformation #ServiceNow #AILeadership #ChangeManagement #WorkCulture
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In this Advocate-only special, Lauren is joined by fellow team members, Earl Duque and Laszlo Balla, to dive deep into the big, upcoming month-long event: HACKTOBERFEST! From the history of ServiceNow's involvement to what participants can expect this year, they covered everything in detail in hopes that you will take to your keyboard and join in on the fun.
⏱️ Timestamps
- 00:00 Introduction
- 00:59 What is Hacktoberfest?
- 03:06 What is the advantage of developing open source applications?
- 06:12 What is ServiceNow's history with Hacktoberfest?
- 09:52 What can Hacktoberfest participants expect?
- 14:07 What should Hacktoberfest participants learn beforehand?
- 17:52 What projects can participants collaborate on this year?
- 23:59 Can someone start participating after October 1st?
- 25:33 What dictates "completing" Hacktoberfest?
- 27:28 What are the rewards for completing Hacktoberfest 2025?
- 29:36 What are common mistakes for beginners to avoid?
- 35:48 What are 3 steps to take prior to starting Hacktoberfest?
- 36:56 How can participants stay connected with one another?
- 38:22 Conclusion
🔗 Links
- ServiceNow Hacktoberfest 2025 Blog
- ServiceNow Hacktoberfest 2024 Retrospective Blog
- Digital Ocean Hacktoberfest Home
- The ServiceNow World Forums
- The ServiceNow Developer Site
- The Developer Advocate Blog
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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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Welcome to Break Point: the ServiceNow Developer Podcast! Join host, Lauren McManamon, and guest, Hardit Singh, as they dive into ServiceNow’s Rising Star program - how it supports new contributors, builds community, and opens doors to future MVP recognition. Hardit shares his journey from early content creation to becoming a Rising Star, along with practical advice for anyone looking to give back and grow their career. With the 2025 class of Rising Stars officially announced, this episode is the best way to prepare yourself for next year's application cycle if that has become a goal.
⏱️ Timestamps
- 00:00 Introduction
- 06:53 What IS ServiceNow's Rising Star Program?
- 08:56 Where Was Hardit In His Career When He Made Rising Star?
- 10:13 What Are the Privileges of the Rising Star Program?
- 13:23 What Kind Being a Rising Star Done For Hardit's Career Trajectory?
- 15:15 Has the Proximity to Internal ServiceNow Resources Helped Being a Better Community Member?
- 16:39 What Are the Social Benefits to Being a Rising Star?
- 18:37 Have There Been Mentorship Opportunity As a Rising Star?
- 19:53 How Can One Prepare For the 2026 Rising Star Application Cycle?
- 25:05 Advice For Those Hesitant to Put Themselves Out There
- 27:55 Advice For Dealing With Valid Negative Feedback and Trolls
- 34:07 Final Words of Wisdom / Challenges For Potential Applicants
- 41:19 Closing
🔗 Links
- Hardit's YouTube Channel
- 2025 Rising Star Class
- ServiceNow World Forums
- ServiceNow Developer Site
- Developer Advocate Blog
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What’s the real difference between innovation and transformation—and why do so many leaders get it wrong? 🤔
In this episode, Kat and Pete break it down with simple analogies (including The Wizard of Oz 👠), real-world examples like Kodak, Netflix, and Uber, and a few laughs about gym memberships and ruby slippers along the way.
Key insights you’ll learn:
💡 Why innovation = new ways of doing things (products, services, customer experience)
💡 Why transformation = the cultural, process, and technology shifts that make innovation stick
💡 The dangers of “innovation without transformation” (and vice versa)
💡 Practical tips for executives: how to measure success, empower people, and balance both for sustainable growth
Whether you’re a CEO, business leader, or transformation strategist, this conversation will help you rethink how to drive change, embrace AI, and build future-ready organizations.
Hosted by ServiceNow's human agents: Peter McDonnell, Chief Transformation Officer and Katrina Read, Director of Transformation APJ
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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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In this solo episode, Lauren shares a practical crash course on getting started with content creation as a ServiceNow developer. From choosing your audience and generating ideas to scripting, recording, editing, and promotion, she breaks down simple, low-cost strategies to help you create engaging, consistent content.
⏱️ Timestamps
- 00:00 Introduction
- 03:27 Part 1 - Ideation
- 09:44 Part 2 - Construction
- 16:12 Part 3 - Recording
- 21:39 Part 4 - Editing
- 33:41 Part 5 - Promotion
- 37:14 Conclusion
🔗 Links
- World Forums Registration
- The ServiceNow Developer Site
- The Developer Advocate Blog
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When we think about digital transformation, most people picture engineers, coders, or the CIO. But the real heroes often sit outside of IT - people like Becky in Finance, HR leaders, procurement teams, and legal advisors.
In this episode, Kat and Pete dive into why transformation only sticks when organisations empower these unsung heroes. From employee experience to automation, self-service, and AI, we explore how everyday change agents are driving sustainable innovation.
👉 What you’ll learn:
- Why transformation is enterprise-wide - not just IT’s job
- How HR and finance are shaping employee experience and business outcomes
- The power of self-service and AI to unlock capacity for teams
- How to measure impact and sustain change beyond phase one
- Why recognising and empowering your “Beckys” is critical to success
Whether you’re in finance, HR, legal, or IT, this conversation shows how transformation is about people first, technology second.
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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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Kat and Pete take to the Melbourne office golf course to discuss four game-changing shifts in how organisations are thinking about the role of technology - because nothing says “serious business” like holding a putter while talking about AI.
In between questionable golf swings and champagne references, they share real stories from the field, ideas that might just blow up your old playbook, and a few jokes that should probably have been left in the clubhouse.
⛳️ If you’re still playing by the old rules, this is your official intervention.
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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
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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.
Welcome to Break Point: the ServiceNow Developer Podcast! In this episode of Break Point, we had the pleasure of interviewing Sr. Manager of Inbound Product Management, David Murch, about the creation of the C3 app: the now very famous collectible card experience built for ServiceNow events like Knowledge and the World Forums. They dive into how mobile capabilities were essential to the app's success, its rapid development timeline, and the collaborative effort behind it. The episode ALSO previews new mobile features in the Zurich release and offers guidance for developers looking to get started with mobile app development on ServiceNow.
⏱️ Timestamps
- 00:00 Welcome & Introductions
- 09:43 What Is C3?
- 14:29 The Construction of the C3 Experience
- 16:39 What Was the Hardest Part About Making C3?
- 24:05 What Do You Want People Walking Away From C3 Knowing?
- 26:29 C3 V2 Plans
- 29:07 Mobile Platform Zurich Enhancements
- 35:24 Mobile SDK and Builder Experiences Zurich Enhancements
- 41:37 Where to Start Your Mobile Enablement Journey 4
- 3:08 Conclusions & Outro
🔗 Links ServiceNow Mobile App Building
- Mobile App Building Product Docs
- Mobile App Academy Playlist
- TechNow EP100 Registration
- The ServiceNow World Forums
- The ServiceNow Developer Site
- The Developer Advocate Blog
See omnystudio.com/listener for privacy information.
We all know someone who thinks GenAI can do literally everything (probably the same person who says “let’s circle back” in every meeting). 🙄
In our latest episode, Pete & Kat dive into:
✅ Why “AI-washing” is the new greenwashing
✅ Use cases that ACTUALLY matter (and save your weekends!)
✅ How guardrails and trust will make or break your AI strategy
✅ Why the future is human-led, AI-augmented
If you’re still waiting on the platform, this train is leaving the station FAST. Winners won’t be those with the flashiest tools - they’ll be the ones with trustworthy AI and people on board.
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Did your CRM promise a utopia but delivered a fancy Rolodex with a UX degree?
Join Pete and Kat as they bravely poke the sacred cow of CRM and ask the tough questions like:
❓ Why does your telco need seven days and a séance to fix your modem?
❓ Why does your virtual agent sound like a confused intern filling out a colour chart?
❓ And why does it still take 5.2 days to solve a problem that should take 30 minutes?
It’s the CRM roast you didn’t know you needed - with real data, real frustration, and a really broken Wi-Fi modem.
🧠 Expect:
• Insights from the customer service research report
• Tales of tech trauma and loyalty on life support
• A vision for fixing the “messy middle” with workflow orchestration and GenAI
• ...and a heartfelt plea: "Do it for Kat. Please. She’s still on hold."
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In this episode of the ServiceNow Executive Circle podcast, Kat Finch sits down with Alex Hunter — global brand expert and former Global Head of Digital at Virgin Group — for a fast-paced, deeply insightful conversation on customer experience, AI, and why brand trust still matters more than ever.
Drawing on stories from his time launching Virgin America to helping brands today navigate generative AI, Alex urges businesses to start with the problem, not the platform. He explores how AI can be used to deepen human connection, not dilute it, and why the brands that succeed are those that focus on making life easier — not noisier — for their customers.
Whether you're in marketing, digital, or C-suite leadership, this is a masterclass in keeping brand experiences human at a time when everything feels increasingly automated.
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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.
PSA for anyone still thinking transformation = tech upgrade: You’re doing it wrong!
Join Pete and Kat as they kick off The Change Agents Podcast with a spicy convo on why people are the real engine of transformation. From HR to the help desk, they're putting the human back in the digital.
Expect:
👩💻 A reality check on tech-led change
🧠 Why understanding the why matters
🤝 Leadership lessons in trust, transparency, and co-design
🧯 A light roasting of change theatre (yes, we're looking at you, PowerPoint warriors)
🚀 How to avoid automating chaos and start building real momentum
If you've ever sat through a transformation initiative that forgot to invite the people actually affected... this one’s for you. Let’s stop pretending culture change comes from a software install.
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Welcome to Break Point: the ServiceNow Developer Podcast! We are delighted to be joined by the Senior Director of Community and Developer Relations at ServiceNow, Mark Obee, to dive deep into the series of CreatorCon events happening all over India in the next week. What is it like hosting these behind the scenes? What curriculum and exhibits can guests expect to experience? What did the team take away from doing this all last year? Learn all of that and more in today's episode!
⏱️ Timestamps
- 00:00 Welcome & Introductions
- 02:27 What Can Attendees Seek to Experience at CreatorCon India?
- 03:39 What Is It Like Behind the Scenes Planning CreatorCon India?
- 07:21 Who From the Community Team Is Hosting CreatorCon India?
- 07:30 Describe CreatorCon India In One Sentence
- 08:39 What Can Be Expected From the Curriculum?
- 11:38 What Are the Keynote Plans For CreatorCon India?
- 12:45 What Were the Biggest Positives from CreatorCon 2024?
- 12:58 What Is the HackZone?
- 17:50 What Is Being Improved Upon From CreatorCon 2024?
- 18:40 What Are Fun Plans For This Trip to India?
- 22:27 What Is the Plan POST CreatorCon Season 2025?
- 25:20 How Should Attendees Prepare for CreatorCon India?
- 28:27 Conclusions & Outro
🔗 Links
- The ServiceNow World Forums
- The ServiceNow Developer Site
- The Developer Advocate Blog
See omnystudio.com/listener for privacy information.
At TechNetCyber24, Francis Rose explored pressing cybersecurity challenges and strategies within the government sector with cyber experts, included ServiceNow's Mike Rohde. Discussions emphasized the need for effective data management and AI integration, the importance of adopting Zero Trust Architecture to combat sophisticated threats, and innovative strategies for retaining skilled cybersecurity professionals. Automation and AI were highlighted as crucial for enhancing efficiency and job satisfaction, while industry collaboration was noted as vital for driving innovation and knowledge transfer. A unified approach to these issues is essential for bolstering cybersecurity resilience across sectors.
Link to YouTube Video: https://youtu.be/fmUXk-enrIg?feature=shared
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In today's episode, Break Point ushers in a fresh, new era, shaped by the voices of our listeners. Join us as we go through their feedback and craft what Break Point 3.0 will be together.
Topics
- 00:00 Welcome & Introductions
- 03:00 Would you listen to Break Point more frequently if there was a video component on the Dev Program YouTube channel?
- 04:30 How frequently do you listen to new episodes of Break Point?
- 08:46 What are your favorite types of episode?
- 12:38 What are your favorite aspects of Break Point that you want to see remain constant through this next phase?
- 16:47 What are aspects of Break Point that need improvement?
- 23:28 Are there any topics / guests you would like to see featured in the near future?
- 25:30 Conclusion & Outro
Links
-
BuildWithCreatorStudio
- Hacktoberfest 2024
Check Out the Other ServiceNow podcasts.
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Hear Jonathan Alboum, Federal CTO at ServiceNow, as he discussed the transformative impact of AI on cybersecurity in government agencies. He emphasized the use of AI to maintain a strong cyber defense, detect anomalies, and respond to incidents more effectively. Alboum highlighted the ability of AI to reduce false positives and focus human resources on high-value tasks. He pointed out that while AI can significantly enhance cybersecurity measures, it is crucial to ensure transparency and human oversight in AI-driven processes. He also stressed the importance of balancing the rapid adoption of AI technologies with maintaining a skilled cybersecurity workforce.
Link to YouTube Video: https://youtu.be/xzgLyRn75FM?feature=shared
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In this episode, Guillaume Seynhaeve (G), SVP of Partnerships and Alliances at 3CLogic. He advises and supports the organization's strategic initiatives, including the oversight of 3CLogic's ServiceNow offerings. With over 20 years of experience in both sales and customer service, he has held leadership in the financial and communication industry, and he's a recognized expert in SAS, CSAS, AI, and CX, a ServiceNow enthusiast of 12 years. He holds his bachelor's degree from Boston College and an MBA from the University of Maryland. Welcome to the show.
The Customer Connection Podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Creator, and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Sohail Ali
Key highlights of the episode:
6:58 - Guillaume shares an incident about his personal experience with customer service
14:45 - How ServiceNow helped 3CLogic efficiently resolve complex customer service issues?
20:22 - How AI comes into the equation to improve customer experience, both for the customer and probably at the agent interface?
24:20 - How 3CLogic and ServiceNow are trying to better optimize AI to effortlessly solve customer problems faster?
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Health IT – is it about healthcare or security or is it IT? Is it about Clinicians, Nurses or Patients? What about the technologies and the core systems? Who’s minding the store on PII and PHI? AI and GenAI are here, can we start on that journey?
YES!
None of these are less important than the other and compete for an organization’s attention. But how many, how much, how complex are further questions that arise. How many different systems? How much time is an individual spending when health is at stake? How complex is the navigation through all of this causing an undesirable experience and inefficient process, not to mention increased costs.
Speakers:
Jonathan Alboum, Federal CTO, ServiceNowArunkumar
(Arun) Iyer, Principal Executive Architect and Field CTO, ServiceNow
Link to YouTube recording: https://youtu.be/pAt0twuhnPk
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To respond and adapt at speed to evolving mission requirements, the government must modernize delivery by using a digital-first approach, incorporating automated workflow technologies to deliver standout workforce experiences, and achieve objectives quickly and securely. Tune in to this session to hear real-world perspectives on modernizing mission systems, applications and experiences.
Featured Speakers:
• Kinga Ulery, Director, Federal Civilian, ServiceNow
• Veronica Brown, Branch Chief, Office of Program Management Food, and Nutrition Services, Office of Information Technology, Department of Agriculture
• Terry Carpenter, Chief Information Officer and Chief Technology Officer, National Science Foundation
Click here to view recording
See omnystudio.com/listener for privacy information.
In this episode of the ServiceNow Executive Circle podcast, Gina Gill, Chief Strategy Officer at The Cabinet Office, discusses how technology transformation offers organisations a unique opportunity to reevaluate and realign their strategic vision, values, and employee skill sets. Gill highlights the need for a unified digital vision across departments and the removal of barriers like outdated funding models and lack of incentives for collaboration.
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In this episode, we chat with one of our service portfolio managers to learn about the service offerings available to help you get the most value from the ServiceNow platform.
Have a question or comment about the Accelerate Podcast series? Email us at accelerate-podcast@servicenow.com.
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Federal agencies are deploying innovative solutions to manage human capital and administrative goals such as recruitment, developing employees, and keeping a skilled and motivated workforce. Listen to this session to hear how ServiceNow is helping to connect systems of record and modernize the business of human capital management.
Featured Speakers:
• Kevin Brooks, Chief of Staff, Global Public Sector, ServiceNow
• Brett Einsidler, Talent Operations Manager, Kessel Run, U.S. Air Force
Click here to view recording
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In this episode of the Innovation Today Podcast, host Spencer Beemiller chats with Stefan Klang, Partner at Deloitte, about the evolving landscape of supply chain management. Stefan shares his journey from manufacturing logistics to digital transformation, discussing how companies can manage disruptions, enhance efficiency, and prioritize sustainability. With real-world examples and forward-thinking strategies, this episode offers valuable insights for businesses aiming to innovate their supply chain processes.
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In this episode of Innovation Today, Julia Martensen, Innovation Officer at ServiceNow, interviews Will Loving, CEO and Founder of Servos. Will shares his journey from starting a consulting firm during the early 2000s to becoming a key player in digital transformation within the public sector. He discusses the impact of ServiceNow in modernizing state and local government services, emphasizing customer and citizen experiences. Will highlights significant projects, including the rapid response to Hurricane Ian in Florida and the modernization of Medicaid applications in Missouri, demonstrating the power of technology in improving public services.
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In this episode of the Innovation Today Podcast, Spencer Beemiller from ServiceNow talks with Stephanie Otto, the Global Director of Strategy and Innovation at Cask, about the transformative power of AI in business. They discuss the importance of having a clear strategy, the potential of Gen AI to revolutionize industries, and the necessity of upskilling the workforce to adapt to new technologies. The conversation touches on the need for a holistic approach to AI implementation and the significance of failing fast and learning from mistakes to drive innovation.
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In this episode of the InnovationToday Podcast, host Spencer Beemiller welcomes Jinu Koshy, Vice President and Global Head of Domain Consulting, Communications, Media, and Technology at Infosys. They discuss innovation in the telecom industry, focusing on the transformation in customer service. Jinu shares his insights on the impact of AI and GenAI in enhancing customer experience and the strategic collaborations between Infosys and ServiceNow. Key topics include the importance of proactive customer care, the concept of Service Bridge, and the role of AI in modernizing telco infrastructure.
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While learning the technical ins and outs of ServiceNow are important for your career, there's more to being a great ServiceNow dev than knowing how to hack XML files or all the JavaScript APIs. In this episode, Lauren and I have a chat about some key moments in our lives that changed our careers.
Topics
- 00:00 Welcome
- 03:50 Lauren's #5
- 08:26 Chuck's #5
- 11:31 Lauren's #4
- 16:49 Chuck's #4
- 21:09 Lauren's #3
- 26:26 Chuck's #3
- 31:14 Lauren's #2
- 35:21 Chuck's #2
- 38:51 Lauren's #1
- 43:39 Chuck's #1
- 48:16 Outro
Links
- Book: The Art of Simple Living
- Manager Tools/Career Tools podcasts
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
Join Fred Champlain and James Ramsay as they explore how strategic portfolio management (SPM) and enterprise architecture (EA) are crucial in successfully implementing AI across an organization.
By prioritizing AI use cases that deliver the most business value and understanding their impact on the technology landscape, companies can mitigate risks and enhance compliance. This discussion sheds light on the importance of modeling AI integrations and information flows, enabling businesses to make informed, risk-aware decisions as they adopt AI technologies.
See omnystudio.com/listener for privacy information.
Join Fred Champlain and James Ramsay as they dive into how enterprise architecture (EA) is essential for driving successful AI transformations.
By actively integrating EA with strategic portfolio management (SPM), organizations can align AI initiatives with business objectives, moving from experimentation to impactful implementation. This discussion highlights the importance of strategic planning and prioritization in unlocking AI's full potential and overcoming challenges in digital transformation.
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Tune in as we explore opportunities to modernize IT and deliver exceptional citizen services with low-code tools. A Federal agency customer will share best practices and examples of how ServiceNow’s low-code platform enables rapid application development – streamlining workflows, reducing costs, improving collaboration, and more.
Featured Speakers:
- Mike Rohde, Deputy Chief Information Security Officer, Federal, ServiceNow
- Dr. Allan Friedman, Senior Advisor and Strategist, Cybersecurity and Infrastructure Security Agency
Click here to view recording
See omnystudio.com/listener for privacy information.
Listen as we explore opportunities to modernize IT and deliver exceptional citizen services with low-code tools. A Federal agency customer shares best practices and examples of how ServiceNow’s low-code platform enables rapid application development – streamlining workflows, reducing costs, improving collaboration, and more.
Featured Speakers:
• Robert Jennings, Senior Advisor Operations and Technology, Defense Counterintelligence and Security Agency Chief Strategy Office
• Gus Pastore, Director of Creator Workflows, Federal, ServiceNow
Click here to view recording
See omnystudio.com/listener for privacy information.
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
Producer – Christopher Price
For more information head over to our documentation site.
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The Developer Advocacy team continues to change – this time we've got a new team member and we're eager to get to know her better. So have a listen.
Topics
- 00:00 Welcome/Introductions
- 07:10 Platform passion
- 07:53 Advocacy ideas
- 11:26 Challenges for Kristy
- 18:41 Any surprises?
- 19:36 Getting prepared for this role
- 21:29 Words of advice
- 22:30 Contact info
- 23:03 Outro
Links * Kristy's LinkedIn
Check out the other ServiceNow podcasts. See omnystudio.com/listener for privacy information.
In this episode, we interview Amanda Justice (AJ), Director of Enterprise Architecture at ServiceNow. AJ has a rich background in technology, having worked at Trilogy Software, EMC, and CyrusOne before joining ServiceNow. She has extensive experience in enterprise architecture and modernization in energy and utility operations globally.
Key highlights of the episode:
04:30 - How AJ fell into the role of enterprise architecture and what inspired her to pursue it
07:15 - How ServiceNow's enterprise architecture team supports and shapes the organization
10:20 - How ServiceNow's architecture facilitates scalability and flexibility for large enterprises with complex IT environments
14:45 - Security considerations organizations should be aware of when deploying ServiceNow, especially with the advent of Generative AI
18:00 - How ServiceNow supports governance and compliance requirements across various industries and regions
21:30 - AJ's biggest takeaways for listeners about ServiceNow implementation, security, and enterprise architecture
See omnystudio.com/listener for privacy information.
AI brings exponential positive benefits to Federal missions, but bad actors are also putting AI to work in cyber attacks. As agencies evolve cyber strategies, this new layer of sophistication demands new approaches. Hear how agencies can navigate the new cyber landscape and protect against AI-driven cyber threats.
Featured Speakers:
• Jason Beland, Senior Security Solution Sales Executive, ServiceNow
• David Carroll, Associate Director for Mission Engineering, Cybersecurity and Infrastructure Security Agency
Click here to view recording
See omnystudio.com/listener for privacy information.
Our military should be able to securely perform their core and essential mission, business, and personal digital tasks in connected (as well as disconnected) modes. Armed forces logistics, maintenance, IT, HR, and other requests cannot wait for a connection to the cloud and must be able to carry out their tasks whether connected or not, using the same user interface, ensuring that your world works even when others don’t want it to.
Featured Speakers:
• Mark Matzke, Area Vice President, Department of Defense, ServiceNow
• Adam Prem, Solution Consulting Manager, ServiceNow
• Captain Jeffrey Quinn, Force Chaplain, Submarine Force Atlantic
• Eric Silverstein, Senior Manager, Solution Consulting Architecture, ServiceNow
Click here to view recording
See omnystudio.com/listener for privacy information.
We've added a lot of AI features in the platform over the past few years, and in this episode we've got all the Developer Advocates to share their thoughts on Generative AI.
Topics
- 00:00 Welcome/Introductions
- 02:07 Current uses for AI
- 17:07 ServiceNow shift in positioning
- 25:22 Barriers to using AI
- 35:08 Favorite Xanadu AI features
- 42:37 Recap
- 44:07 Outro
Links * Prompt Library
Check out the other ServiceNow podcasts. See omnystudio.com/listener for privacy information.
Join Fred Champlain and Mark Castoe as they break down the various steps that successful organizations take to technological maturity.
Synthesizing the learnings and understandings of the customer journeys you are supporting is a critically important part of any strategy. Application portfolio management is the gathering point to bring together asset management, IT service management and many other tools to uplevel demands and planning.
Listen now to hear how you can up level your enterprise capabilities.
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In today’s dynamic environment, the Department of Defense (DoD) must align operations with the PMA and Presidential EOs to enhance CX. To meet these demands, the DoD needs a platform for innovative, secure, and agile workflows supporting mission-focused initiatives. This session will explore tools enabling the DoD to enhance service delivery through process automation, personalized services, improved trust and satisfaction, and innovation through data and analytics.
Featured Speakers:
• Mark Matzke , Area Vice President, Department of Defense, ServiceNow
• Douglas Enfield, Public Works Systems Branch Chief, G-4 Infrastructure Sustainment, IMCOM HQ
Click here to view the on-demand recording
See omnystudio.com/listener for privacy information.
Join Fred Champlain and Mark Castoe as they tackle governance and risk in the context of technical debt.
There will always be technical debt, due to the fact that it is part of the technology landscape. Managing this debt as a business risk is where organizations can maintain business continuity and ensure continuous visibility.
Listen now, and check out Fred's recent blog, " Technical Debt: A Hidden Blocker to Business Transformation."
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Join Fred Champlain and Mark Castoe as they take a look at the different lenses of technical debt, and how application portfolio management plays a crucial part in addressing this complex enterprise issue.
Do you know how your information architecture is structured? Having a clear model to understand and manage your hardware and software technical components is a key step towards organizational success.
Press play now to get insights from the ServiceNow practicioners.
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Prioritizing employee experience in the Federal government is a strategic imperative for achieving organizational goals, delivering quality public services, and attracting and retaining top talent. To help rebuild, empower, and support the Federal workforce, agencies need solutions to align operations and get to outcomes faster. This conversation will discuss the most recent collaboration efforts between ServiceNow and the government, as well as highlight real-world examples of technology helping agencies improve organization-wide employee services across IT, HR, and Facilities.
Featured Speakers:
• Pamela Graulich, Manager Solution Consulting for Federal, ServiceNow
• Bill Daniels, Director of Application Development and Digital Services, Office of the Secretary, Department of Commerce
• Steve Krauss, Senior Advisor for the HR Quality Services Management Office and HR Line of Business, Office of Personnel Management
• Liz Persell, Director of Human Resources Information Systems, U.S. International Development Finance Corporation
Click here to view the on-demand recording
See omnystudio.com/listener for privacy information.
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
For more information head over to our documentation site.
Subscribe today!
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I've said it before and I'll say it again, we have some really cool people in the ServiceNow developer ecosystem. This time we talk with someone who has been using the platform for 14 years, is a 3X MVP, is a CTA - AND she leads a very full personal life.
Topics
- 00:00 Welcome/Introductions
- 07:38 How Susan found ServiceNow
- 09:56 Being a CTA
- 10:56 Platform experience
- 14:57 Opportunities for improvement
- 16:05 Dev meetups
- 16:52 Susan's passion
- 17:36 Career highlight
- 18:41 Words of advice
- 20:00 Contact info
- 20:18 Outro
Links
- Susan on LinkedIn
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
In this episode of the Innovation Today podcast, host Spencer Beemillerr welcomes Jason Wojahn, CEO of Thirdera, a Cognizant company, to chat about the expanding field of service operations. Jason shares his journey from co-founding one of the first ServiceNow partners to leading Thirdera through multiple acquisitions and a successful merger with Cognizant. The discussion covers the significance of agile methodologies, the impact of AI, and the crucial role of consultative partnerships in driving digital transformation.
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In this episode of the Innovation Today Podcast, host Matt Metten sits down with Dr. Ralf Altmeyer, Consulting Director at agineo GmbH, to delve into the dynamic world of IT service operations and innovation. Dr. Altmeyer brings over 22 years of experience to the table, sharing insights on the evolution of IT service management, the impact of AI on service operations, and the challenges and opportunities within various industry verticals. Listeners will gain valuable perspectives on how to navigate the fast-changing landscape of IT services and leverage cutting-edge technologies to drive efficiency and effectiveness.
See omnystudio.com/listener for privacy information.
In this episode, host CK Tan interviews Carey Blunt, the Global Head of ServiceNow Solutions at Fujitsu. Together, they dive into the world of service operations, AI integration, and the convergence of IT and OT. Carey gives real world examples on how to optimize and automate your service operations to stay ahead in a competitive industry landscape.
See omnystudio.com/listener for privacy information.
Dive into digital transformation in the public sector with Sean Dawson, Client Architect, Cask and Jonathan Alboum, federal CTO for ServiceNow. This episode covers the evolution of legacy applications, creative workflow solutions, and the role of ServiceNow’s App Engine in federal agencies. Jonathan shares practical strategies from his time at the USDA and discusses the impact of generative AI on improving service delivery. Learn how to modernize your digital strategy and achieve better outcomes for both internal customers and constituents.
Click here to view the on-demand recording
See omnystudio.com/listener for privacy information.
Federal agencies manage a greater variety and volume of physical assets than ever before in support of operations, maintenance, and facilities management. This session will discuss the best practices and tools needed to achieve secure end-to-end lifecycle management and, importantly, complete transparency of all physical assets to meet your operational and mission objectives.
Featured Speakers:
• Kevin Adler, Industry Solutions Executive, U.S. Federal, ServiceNow
• Eric Ferrington, Senior Director of Product Management, IT Asset Management, ServiceNow
• Andrew Scherer, IT Transformation Solution Sales Manager, Federal, ServiceNow
Click here to view the on-demand recording
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They say all good things must come to an end. In this episode we'll explain what that means – for you, for me, and for our developer community.
Topics
- 00:00 Welcome/introductions
- 01:28 Reasons for retiring
- 02:44 The future of Break Point
- 06:09 Looking back
- 08:05 Between now and September 6
- 10:08 Plans after September 6
- 12:53 Challenges in retiring & other topics
- 24:23 Call to action
- 25:48 Thanks
- 30:36 Contact info
- 32:32 Outro
Links * Chuck's site
Check out the other ServiceNow podcasts. See omnystudio.com/listener for privacy information.
This session will showcase the experiences of agencies who have successfully delivered custom mission applications using modern tools. Explore how these agencies rapidly developed digital solutions to address unique mission challenges and learn about the high value provided by a low-code approach to app development.
Featured Speakers:
• Chris Geer, Creator Workflows SC Technical Director, ServiceNow
• Howard Pope, Business Owner for ServiceNow Platform, Federal Deposit Insurance Corporation
• Justin Staples, ServiceNow Program Manager, United States Citizenship and Immigration Services
Click here to view the on-demand recording
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Join Fred Champlain and Andy Jordan as they break down how technical debt affects your business, and what to look for in remediation.
Business initiatives already walk a tenuous line in ensuring on-time delivery to meet strategic objectives. It's important to maintain the flow of value for customers, and remain flexible for decisions as determined by the market.
Listen now to get the inside scoop on technical debt strategies from the experts.
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This session will highlight the importance of unifying ITSM and ITOM on a single platform, with AI to support it. We’ll provide real-world examples of how integrating AI into Service Operations will help you reduce costs and deliver extraordinary employee experiences and productivity. We will explore: deflecting incidents with AI-powered Virtual Agents, identifying anomalies before end users are impacted using AIOps, and improving efficiency with Gen AI tools. And, we’ll share examples of ServiceNow customers solving Service Operations issues and empowering employees.
Featured Speaker:
• Steve Emerson, Director, ITOM Outbound Product Management, ServiceNow
• RJ Jainendra, Vice President and General Manager for ITSM, ServiceNow
• Aaron Zuber, Global Area Vice President, Service Operations, ServiceNow
Click here to view the on-demand recording
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Join Fred Champlain and Andy Jordan as they discuss the various steps and methods organizations can take to manage their technical debt.
How do you discover and find your technical debt? Whether it's by using Application Portfolio Management or simply looking for the integration points, it's important to note that technical debt is a dynamic concept.
Listen now to learn about how you can take a holistic look at your risks.
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Unlocking the full potential of AI and automation is no longer about streamlining tasks — it's about reimagining entire processes. That’s why global information services company Experian is transforming the way it serves customers, through a comprehensive strategy that touches every aspect of operations.
In this episode we sit down with Sally Anne Hicks, Global VP of Automation at Experian, to learn how the organisation is taking automation beyond task-level improvements. Tune in for insights around how to identify AI use cases for adding value to operations — from accelerating software delivery to enabling one-click customer onboarding — all as part of a holistic approach.
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The Devvies is our annual App Of The Year Award created to recognize outstanding achievements by the ServiceNow practitioners who build new apps on our platform. In this episode we'll be talking to our 2024 Devvies App Of The Year winners about their experience.
Topics
- 00:00 Welcome/introductions
- 09:01 Inspiration for the app
- 11:13 What was built
- 12:35 Outcomes
- 15:15 Challenges
- 19:43 The roadmap
- 21:50 How did you hear about The Devvies?
- 25:46 Advice for future applicants
- 27:17 Contact info
- 27:49 Outro
Links
- Kristina's LinkedIn
- Josh's LinkedIn
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In this episode, host Jim Van Over, Field Innovation Officer at ServiceNow, welcomes Melissa Cohoe, Global Practice Strategist for Strategy, Risk, and Resilience at New Rocket. Melissa shares her expertise on cyber risk, discussing how organizations can navigate the complex landscape of risk management and resilience.
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In this episode of the Innovation Today podcast, host Jim Van Over welcomes Andrew VanWagoner, EMA ServiceNow Platform Lead and a ServiceNow Certified Master Architect at KPMG and a ServiceNow certified master architect, to discuss the critical importance of operational resilience in today’s dynamic business environment.
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In this episode of the Innovation Today Podcast, host Jim Van Over, Field Innovation Officer at ServiceNow, sits down with Geoff Hauge, Financial Services Leader at Edgile, to discuss the evolving landscape of risk management and the impact of artificial intelligence (AI) in the financial services industry. Geoff shares his extensive experience in cybersecurity and risk management, shedding light on the challenges and opportunities that AI presents. Whether you’re a seasoned professional or new to the field, this episode offers valuable insights into staying ahead of industry dynamics and leveraging technology for enhanced productivity and compliance.
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In this episode, host Jim Van Over, Field Innovation Officer at ServiceNow, interviews Dan Prior, Partner, Risk Technology at EY. Together, they discuss the challenges and opportunities in operational resilience and the transformative impact of AI on risk management and business operations.
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Join Fred Champlain and Andy Jordan as they discuss what it means to be in technical debt.
Like any debt, technical debt is only a problem if it isn’t managed and if it is taken on without the ability or will to pay it back. If the debt isn’t quantified, or tracked, and the cost of "repayment" is under-estimated, the longer and more expensive it becomes to unwind the debt.
Listen now to hear from the experts about what technical debt can mean for your organization.
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Generative AI (Gen AI) is already redefining traditional workflows. ChatGPT, Siri, Google Assistant, among others, streamline processes, accelerate productivity, and optimize workflows. In this session, we discussed what’s needed to give employees access to emerging Gen AI tools while ensuring our most critical networks and data remain protected.
Featured Speakers:
• Gaine Nazareth, Director, Solution Consulting, ServiceNow
• Alexis Bonnell, Chief Information Officer, Director of the Digital Capabilities Directorate, Chief AI Officer, Air Force Research Laboratory
• David Larrimore, Executive Director of the Chief Technology Officer Directorate, Office of the Chief Information Officer, Department of Homeland Security
• John Lau, Senior Strategic IT Operations Advisor, United States Patent and Trademark Office
• Catherine Manfre, Chief Transformation Officer, Office of Personnel Management
Click here to view the on-demand recording
https://www.nowfedforum.com/on-demand-videos/?campaign=ServiceNow
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Engaged employees create positive experiences for their customers. Leading agencies use the concept of total experience (TX) to unite citizen and employee experiences across channels, creating the best possible outcomes. Listen to this session to learn how to implement TX improvements that fulfill your commitment to innovate, adapt, and prioritize citizen experience, while also supporting employees.
Featured Speakers:
• Diana Keohane, Senior Manager, Solution Consulting - Federal, ServiceNow
• Javier Inclán, Assistant Inspector General for Management and Chief Information Officer, National Science Foundation Office of Inspector General
• Mark James, Director of the OIT Enterprise Cloud Services Division, U.S. Customs and Border Protection
• James Johnson, Program Executive Officer, DLA Information Operations
• Col. Kris Saling, Acting Director, Innovation Directorate, U.S. Army Recruiting Command
Click here to view the on-demand recording
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We never get tired of sharing amazing success stories about ServiceNow developers. In this episode we've got someone who made a transition in a few months from being a hard worker to ServiceNow MVP and appearing on the big stage at Knowledge (twice).
Topics
- 00:00 Welcome/introduction
- 07:30 Thoughts on the platform
- 09:35 Thoughts on first year as ServicNow MVP
- 13:11 Knowledge 24 experience
- 16:58 Aylee's ServiceNow "comfort zone"
- 18:20 Career pivot
- 21:24 Future plans
- 21:54 Career highlight
- 23:50 Words of advice
- 26:47 Contact info
- 27:41 Outro
Links
- ayleeandersen.com
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Harshdeep Garg and Raghu Moorthy join the podcast to share their views on challenges businesses face to ensure customer success, the role of AI and automation in customer success strategies and how customer expectations are evolving.
Have a question or comment about the Accelerate Podcast series? Email us at accelerate-podcast@servicenow.com
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With AI bringing extraordinary opportunities for innovation, the U.S. Federal government faces a leadership imperative. How can the Federal government serve as a catalyst for advancing AI safely – crucial for U.S. global economic leadership and national security? And how are agencies developing and deploying responsible AI to create simple, intuitive interactions that build trust in government and deliver better results for Americans, including in response to Executive Order 14110 on the Safe, Secure, and Trustworthy Development and Use of Artificial Intelligence?
This panel explores how agencies are:
• Preparing to implement enhanced AI
• Using the latest technologies to build citizen trust and strengthen partnerships
•Ensuring AI is developed and deployed to strengthen and expedite processes
Featured Speakers:
• Mark Abramowitz , Senior Vice President of Product and Solutions Marketing, ServiceNow
• Brian J. Peretti Esq., Deputy Chief Artificial Intelligence Officer, Director, Domestic and International Cybersecurity Policy, Office of Cybersecurity and Critical Infrastructure Protection, Department of the Treasury
Click here to view the on-demand recording
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Jason Smith, Director of Outbound Product Management, ITOM, discusses the steps to measure AIOps as a product and an offering. Hear him explain specific metrics and success indicators to help with AIOps implementation. You can see the full AIOps 101 series here.
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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
For more information head over to our documentation site.
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As Federal leaders accelerate time to value for new solutions, building on top of current investments (versus ripping and replacing) is key. Seamless innovation involves smooth integration of new technologies and processes into existing frameworks, fostering a culture of continuous improvement and sustainable innovation at Federal agencies. Listen to this session as we explore a strategic approach to innovation that accelerates progress and maximizes investments in new and legacy technologies.
Featured Speakers:
• Edward Titus, Area Vice President – National Security Aerospace & Defense, ServiceNow
• Reshea Deloatch, Executive Director for the Solutions Development Division (SDD), Office of the Chief Information Officer, Department of Homeland Security
• Lorelie Diestro, Deputy Director, Digital Innovations, Center for Naval Analyses
• Jesse White, Chief Executive Officer, Intact Technology
• CDR Jonathan White, Cloud and Data Branch Chief, U.S. Coast Guard, C5ISC Infrastructure Services Division
Click here to view the on-demand recording
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Join Fred Champlain and Andy Jordan as they discuss the most effective solutions and strategies for mapping and discovery of value streams in an organization.
Listen now to get the inside track on how your organization can best utilize ServiceNow for Value Stream Management.
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As business processes and customer needs evolve, one-time digital transformation is no longer enough. That’s why Smart CT, a leading IT services provider, is on a continual journey of growth and change to remain at the forefront of its industry.
In this episode, we sit down with Andy Morgan, CEO of Smart CT, to find out how the organisation has redefined the concept of digital transformation. From setting KPIs for continuous improvement to celebrating employee-driven enhancements, tune in for practical examples of making constant innovation a company-wide culture.
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Recently, ServiceNow announced Creator Studio. As a developer, you probably have questions about what it is, why we built it, and what's in it for you. In this episode, we talk to someone who can provide answers.
Topics
- 00:00 Welcome/Introductions
- 06:12 What Creator Studio is (and is not)
- 10:39 How to get it
- 11:22 Who is the persona for Creator Studio
- 15:26 Best practices
- 17:34 Files created by Creator Studio
- 20:07 Compatibility with other studios
- 24:01 Takeaways
- 26:11 Outro
Links
- Docs: Creator Studio
- Email: chris.haas@servicenow.com
Check out the other ServiceNow podcasts.
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Automation plays a key role in supporting the cyber workforce and building operational resiliency. During this session, we emphasized the pivotal role automation, artificial intelligence (AI), and Zero Trust Architectures (ZTA) play in staying a step ahead of sophisticated, evolving cyber threats to deliver resilient government services.
Featured Speakers:
• Arunkumar (Arun) Iyer, Principal Executive Architect/Field CTO, ServiceNow
• Bob Cunningham, Executive Director for Enterprise Command Operations, D
• Richard Driggers, Cyber Practice Lead, Accenture Federal Services
• Savanrith "Savan" Kong, Customer Experience Officer (CXO), Department of Defense
• Dr. Tiina Rodrigue, Chief Information Security Officer, Bureau of Consumer Financial Protection
• Davon Tyler, Chief Information Security Officer (CISO) and Director of Enterprise Cybersecurity Group, U.S. Department of Education Technology Directorate Office of Federal Student Aid (FSA)
Click here to view the on-demand recording
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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
For more information head over to our documentation site.
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Join Fred Champlain and Andy Jordan as they dive into how organizations can actually implement business focused value streams.
While talking value stream may come naturally for most leaders, walking the walk is often harder, as reimagining your business is no small feat. You must asses your organization and find where there opportunities for improvement, sort out business processes, and many other steps. Often through this process you may find organizational friction or conflict of ownership
Listen now to hear what surprises to be on the look out for when getting ready to take the plunge.
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In this episode of the Innovation Today Podcast, Spencer Beemiller from ServiceNow interviews Richard Motteram, Chief Digital Officer at Eviden, about ERP modernization. Richard discusses integrating modern SaaS platforms like ServiceNow with legacy ERP systems, highlighting the urgency due to SAP's 2027 S/4HANA migration mandate. He shares a case study on automating a payment remittance process using ServiceNow, resulting in significant time and cost savings. Richard emphasizes AI's role and suggests organizations conduct candidate assessments to optimize processes.
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In this episode of the Innovation Today Podcast, Spencer Bemiller from ServiceNow interviews Abhi Joshi, Senior VP at NTT Data Services, about ERP modernization. Abhi discusses challenges with transitioning to SAP's S/4HANA, such as high costs and project timelines. He emphasizes using technologies like ServiceNow to streamline processes and enhance automation, sharing a case study from the medical devices sector. Abhi envisions enterprise-wide automation leveraging advanced technologies for digital transformation and improved customer experiences.
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In this episode of the Innovation Today Podcast, Spencer Beemiller from ServiceNow interviews Girish Srinivasan, Partner at Deloitte, about ERP modernization. Girish emphasizes the need for businesses to migrate from on-premises ERP systems to cloud-based solutions like SAP S/4HANA. He discusses how combining ERP with platforms like ServiceNow can streamline workflows, save time, and enhance efficiency. Girish also highlights the role of AI in automating tasks and encourages starting with small projects to achieve significant digital transformation.
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Chris Bedi, Chief Digital Information Officer for ServiceNow talks to the power of platforms to unlock digital acceleration. This presentation includes live demos of the ServiceNow platform functionalities illustrating how it supports experience, speed, and AI. Chris is joined by Venice Goodwine, CIO, Department of the Air Force, who talked about how she’s used ServiceNow to build a “coalition of the willing” to transform how IT is managed and how work gets done within the Air Force.
Featured Speakers:
- Steve Walters, Senior Vice President and General Manager, Public Sector, ServiceNow
- Chris Bedi, Chief Digital Information Officer, ServiceNow
- Venice Goodwine, Chief Information Officer, Department of the Air Force
Click here to view the on-demand recording
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Join Fred Champlain and Andy Jordan as they break down the misconceptions and provide light around value stream management.
Many people think value stream starts and ends with development, but what about the more important aspects: the business architecture value stream. At the end of the day businesses whether they are product or service focused run along value streams. By going through the discovery process, value stream management optimization brings clarity to the broader organization.
Listen now to hear from our experts about how better understanding value stream management can provide enterprise-wide benefit.
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In this episode, we discuss how to get started on your AIOps journey. Learn from Alexander and Akif as they share the tips and tricks to build an AIOps team, get sponsorship, and start your first use cases. Grab this ebook to learn more. https://www.servicenow.com/lpebk/deliver-digital-services-predictive-aiops.html
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Knowledge 24 is in the books. This episode is just Lauren and me reflecting on some of our favorite memories while they're still fresh.
Topics
- 00:00 Welcome/Intro
- 02:27 Writing a lab
- 09:31 Putting together keynote
- 18:47 The new developer theme
- 22:36 Hackathon
- 24:23 MVPs
- 27:27 The Japan closing session
- 31:58 Pranav's contributions
- 33:45 Closing party
- 35:21 Dev Advocate Photo Op
- 37:53 Taking a look at
- 42:34 Call to action
- 48:45 Outro
Links
- This episode's blog link
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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
For more information head over to our documentation site.
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Knowledge 24 is is our big ServiceNow event each year, and it includes our developer event CreatorCon which is specifically for devs, admins, architects – the practitioners of the platform – most of which I suspect are listeners to this podcast. To help you navigate CreatorCon, we've got all four developer advocates to share their combined wisdom to help you get the most out of the conference this year.
Topics
- 00:00 Welcome/Intro
- 02:35 What the advocates are doing
- 15:44 Dos and Don'ts for Knowledge
- 24:00 What we would attend if we could
- 34:01 Outro
Links
- Advocate content
Check out the other ServiceNow podcasts.
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Join Sankhadeep Dhar and Andy Jordan as they take a look at enterprise Gen AI trends and look forward with Servicenow.
From drafting release notes to helping developers create code more quickly and efficiently, ServiceNow is bringing to life the tools necessary take full advantage of Gen AI. Product Managers can even get succinct product feedback summarization without leaving the tools they use every day.
Listen now to hear more about specific ServiceNow Gen AI features and how every persona can benefit.
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Join Sankhadeep Dhar and Andy Jordan as they recap our last podcast, and then dive into how ServiceNow is helping organizations execute their AI strategy.
Analysts have stated that 2023 was the year of Gen AI experimentation. Now, 2024 is when companies are putting AI to production and everyone is looking beyond the hype. Clearly, technology and business leaders have a critical role to play here, so how can you become a first mover and ensure that you can execute your strategy and bring it to life?
Join us now to find out how ServiceNow can help you execute for success.
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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
For more information head over to our documentation site.
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Join Sankhadeep Dhar and Andy Jordan as they discuss the current state of Gen AI in enterprises, and how they are adopting and/or responding to this technology.
With Gen AI being such a disruptive and groundbreaking technology, wading through what is fact and what is fiction can often seem a tall task. Everyone knows that this technology will effect the work being done, but leaders should really be measured in creating the strategy behind the implementation. In order to not miss out on the most relevant use cases, thinking about the outcomes before putting Gen AI in place can be a critical step to success.
Join us now to find out what our experts are hearing from industry leaders in this fast-changing landscape of Gen AI.
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As a developer, demos can be a powerful way to validate your work, get management to make a decision, or even build your band. In this episode, we've got two experts to share ideas how you can make powerful demos
Topics
- 00:00 Welcome/Introductions
- 12:18 Why demos?
- 14:25 The audience
- 17:19 Good demos vs bad demos
- 21:08 Preparation planning
- 28:21 Delivering the demo
- 30:53 After the demo
- 34:32 Contact info
- 35:33 Outro
Links
- Anoosha Garimella
- Amit Kumar
Highlights
- Who - Know your audience size, their depth on the subject, and their expectations
- When - Know your time allotted and shoot for 10-20% less time to allow for Q&A
- Why - Understad the purpose/objetive of the demos
- What - Know the subject you are expected to demonstrate
- Where - Determine if your demo is being delivered remotely in-person, the venue location, etc.
- How - Understand the technology required. Zoom, recordings, mics, projectors, adapters and so on.
- Practice, practice, practice and follow up!
Check out the other ServiceNow podcasts.
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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
For more information head over to our documentation site.
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Join us as we chat with Mo Fagir and Robert Pastore about the investments ServiceNow is making into generative AI and how ServiceNow Impact can help customers get started on their GenAI journey.
Have a question or comment about the Accelerate Podcast series? Email us at accelerate-podcast@servicenow.com
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Our community is very special to us and our software releases bring a lot of innovation. In this episode we combine the two with a live on-stage conversation celebrating our MVPs and Washington DC release.
Topics
- 00:00 Welcome
- 01:21 Intros and Thoughts on Washington DC release
- 04:31 Thoughts on AI
- 07:16 ServiceNow career storiees
- 12:29 Advice for people starting their ServiceNow journeys
- 15:41 Outro
Links
- Video: Full keynote
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Join Fred Champlain and Andy Jordan as they hypothesize on what we will see happen to hybrid work in the years ahead.
Measuring performance through OKRs and value measurement has become an important part of team success. A focus on value delivery is also the driver behind hybrid adoption – moving away from standard methods that make it easy to measure tactical execution metrics (and hard to measure anything else), in favor of adaptive approaches that better align with optimized ability to achieve business benefits.
Listen now to find out what topics are top of mind for our experts as they look forward.
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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
For more information head over to our documentation site.
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Join Fred Champlain and Andy Jordan as we discuss the changing landscape of hybrid work, and what our experts are seeing across the industry.
It’s no wonder that hybrid is becoming more popular. In the recently concluded ServiceNow World of Work survey, 51% of respondents said that they felt it was the most effective approach to work delivery, up from 46% the previous year. But there are still barriers to its adoption, largely around the inability of organizations to track and manage work in a hybrid fashion.
Listen now to learn more about how teams are shifting in response to evolving environment.
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It's our 100th episode of Break Point and to celebrate Lauren turned the tables and interviewed Chuck.
Topics
- 00:00 Introduction
- 01:59 History of Break Point
- 04:16 Relationship with Siblings
- 06:51 Chuck's Wife, Donna
- 13:09 Conventions
- 16:16 Exploratory Career Path
- 21:11 Story of "The Bowtie"
- 26:43 Battle with Cancer
- 32:36 Knowledge
- 38:57 Lasting Impact at ServiceNow
- 42:15 Finding Passion in a Career
- 45:20 Conclusion & Surprise!
Links Check out the other ServiceNow podcasts.
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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
For more information head over to our documentation site.
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Join Jim Tisch and Andy Jordan as we discuss Hybrid work, an approach to delivering work that combines elements of both traditional and agile methodologies.
Today, aligning your digital strategy with business objectives to boost efficiency and innovation in hybrid project delivery is critical. Adopting a hybrid project delivery model can often elevate organizational performance and agility.
Listen now to learn more, and be sure to sign up for our upcoming webinar, "Elevate your digital strategy with ServiceNow SPM and hybrid project delivery," on Tuesday, March 26 from 8-9 AM PT, 11AM-12PM ET.
You'll hear first-hand from industry leaders about their journeys in leveraging ServiceNow SPM to foster an environment of continuous improvement and strategic agility. We’ll also recap the results of our 2nd Annual World of Work Global Survey, which showed that high performers are more likely to focus on strategic planning and resource planning, with more than half (51%) of respondents believing hybrid is the most effective approach to delivering work. Register now!
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In this episode, we chat with Cesar Augusto Negri de Oliveira, a product owner at British Telecom, about how they've chosen to invest in training to RiseUp with ServiceNow.
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Join Madhuri Manikonda from the Digital Technologies and Rani Tzur to what is new in AIOps and how is Generative AI helping to improve resolution efforts. Hear about the new Now Assist for ITOM feature and how it can help you.
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In this latest podcast, we talk with Kelley Steven-Waiss, Chief Transformation Officer at ServiceNow on the launch of her latest book “Valley Girls: Lessons From Female Founders in the Silicon Valley and Beyond”. The booksheds light on the challenges faced by women founders, providing insights into their journeys, successes, and the path forward.
Kelley's personal journey, coupled with the stories from her book, paints a vivid picture of the struggles and triumphs that female founders encounter in the tech industry. Underscored by International Women's Day 2024, this podcast will address the urgent need for greater inclusivity, diversity, and support for women in the workplace.
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Flow Designer is one of our most popular features for automating work on the Now Platform - and our Washington D.C. release brings some very nice updates. On this episode, we have one of the key people in charge of its success.
Topics
- 00:00 Intro/Welcome
- 05:33 Flow Designer overview
- 09:17 Why Workflow Studio
- 11:34 FAQs
- 14:35 Support for legacy workflow editor
- 16:08 The roadmap
- 23:18 Advice for newcomers
- 25:01 Contact info
- 26:11 Outro
Links
- Jingfei Chen on LinkedIn
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
Join Newsha Sharif, Adam Smith-Cairns and Andy Jordan as we close out our series on optimizing technology spend and mitigating risk.
Taking a combined technology management approach allows IT leaders to ensure that they are always controlling costs as much as possible, and that they are eliminating unnecessary technology risks.
Check out the episode to learn more about the solution approach to tackling this enterprise issue.
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Customer experience is no longer just about service. It’s about the entire customer journey. Every single interaction your customer has with your organisation forms their overall experience, so it’s vital to get it right. Doing so relies on making the best use of insights and data, delivering intelligent, ‘proportional’ service, and building processes that allow you to resolve issues quickly.
In this episode, we’re joined by Simon Cox, Chief Transformation Officer at ServiceNow, for an in-depth discussion about what experience is, what it isn’t, and what organisations can do to build long-lasting relationships with their customers
See omnystudio.com/listener for privacy information.
Join Newsha Sharif, Adam Smith-Cairns and Andy Jordan for the second episode of the series on optimizing technology spend and mitigating risk.
With the prevalence of "shadow IT" becoming more and more common, organizational risk is being increased in multiple ways. Enterprises have to be aware of compliance, capacity, licensing and upgrade issues on a day-to-day basis.
Check out the episode to learn more, and view the corresponding webinar that takes a deep dive into the three phases or optimizing technology spend and mitigating risk.
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We talk a lot about low-code tools. Now there's something for pro-coders to get excited about. Today's guests give us more info on what that is.
Topics
- 00:00 Welcome/introductions
- 12:57 SDK Overview
- 18:40 Who is it for?
- 23:25 How it works
- 27:04 Recommendations for using the SDK
- 29:39 Syncing
- 32:34 Security
- 34:31 Supported NPM packages
- 36:41 The roadmap
- 40:23 SDK at CreatorCon 2024
- 42:21 Contact info
- 43:39 Outro
Links
- @servicenow/sdk - npm
- LinkedIn Jay Couture
- Install the ServiceNow SDK
- LinkedIn Patrick Wilson
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
Part 2 of our discussion with John Stein, ServiceNow senior engagement manager, about how the NHL and Expert Services are working together to ensure games run smoothly throughout the season.
Have a question or comment about the Accelerate Podcast series? Email us at accelerate-podcast@servicenow.com
See omnystudio.com/listener for privacy information.
Join Newsha Sharif, Adam Smith-Cairns and Andy Jordan for a new series on optimizing technology spend and mitigating risk.
The question that companies that are spending lots of time answering these days is, "who is actually responsible for tackling the challenge of cost and risk?" Which teams and personas are taking the time to dive into this task in support of emerging business capabilities?
Listen now to hear why this issue has become a problem worth solving and how our experts are thinking through it.
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In a discussion with John Stein, ServiceNow senior engagement manager, find out how the NHL and Expert Services are working together to ensure games run smoothly throughout the season.
Have a question or comment about the Accelerate Podcast series? Email us at accelerate-podcast@servicenow.com
See omnystudio.com/listener for privacy information.
Washington D.C. is available in Early Access so get your personal developer instance upgraded and start exploring because in this episode, we're going to share our top 5 favorites from our latest release.
Topics
- 00:00 Intro/Welcome
- 01:39 #5
- 07:26 #4
- 14:21 #3
- 20:34 #2
- 25:19 #1
- 32:12 Outro
Links
- Content calendar
- Washington D.C. Release Notes
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
Join Newsha Sharif and Andy Jordan for the final part of our series on strategic planning.
Delivering value with the PMO is a highly scrutinized process. PMOs have a number of critical functions in ensuring that strategic planning is effective and efficient, and that the planning results in a portfolio that can not only be delivered, but can also achieve the strategic goals of the organization.
Listen now to hear what those functions are, and how to deliver value in strategic planning with this important group.
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Join Newsha Sharif and Andy Jordan for part two of our three part series on strategic planning.
Operating environments are constantly evolving, with shifting customer expectations, emerging technological capabilities, and global competition all impacting the ability to maintain strategic plans. Organizations must therefore not only be willing and able to commit to continuous and adaptive planning, they must be able to change any aspect of the strategy lifecycle – plans, investments, work, etc. with minimal disruption and maximum effectiveness.
Join us now to hear from our experts what it takes to compete in this rapidly changing macroeconomic climate.
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Join Newsha Sharif and Andy Jordan in our first podcast episode for 2024 as they dive into the rapidly evolving world of strategic planning.
Though strategic planning has been in practice for quite some time, most organizations do not effectively utilize this process. The big question to answer is how do you remediate the main disconnect between establishment of goals/objectives and approval timelines?
Click play now to hear from our experts how organizations are improving strategic planning within their ranks.
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It doesn't matter what your background is - if you're thinking about getting into ServiceNow or know someone who is, we have a story for you...
Topics
- 00:00 Welcome/Introduction
- 08:19 Career transition to ServiceNow
- 09:48 The different programs
- 13:56 Author
- 16:02 Success stories
- 25:40 Career highlight
- 28:28 Words of Advice
- 31:50 Contact info
- 32:29 Outro
Links
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
We can’t solve today’s problems with yesterday’s solutions. Tackling the complex challenges businesses face right now requires us to question the assertions that have worked in the past — establishing the broader consequences of a rapidly changing world and adapting our strategy accordingly.
In this podcast, we’re joined by Simon Morris, UKI Area VP at ServiceNow, to do just that — discussing key trends, how leaders should approach them, and the opportunities presented by new technologies.
See omnystudio.com/listener for privacy information.
To go from ServiceNow Admin to Certified Master Architect is an incredible journey. Our guest today shares his insights on how he made that happen and why.
Topics
- 00:00 Welcome/Introduction
- 06:38 Before ServiceNow
- 08:06 Getting started on ServiceNow
- 09:16 Best part of the job
- 11:02 From admin to CMA
- 13:10 Motivation
- 17:32 The ServiceNow Magician
- 22:03 Career highlight (so far)
- 24:01 Continuous improvement
- 26:11 What did you learn this week
- 27:56 Words of advice
- 29:49 Contact info
- 30:37 Outro
Links
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
In this episode, we have a conversation with Charles Muhlbach to find out why he wanted to pursue a career in technology and how he transitioned from a successful Army career to a bright future with ServiceNow.
Have a question or comment about the Accelerate Podcast series? Email us at accelerate-podcast@servicenow.com
See omnystudio.com/listener for privacy information.
2023 has been quite a busy year for us all. In this episode, we're joined by our fellow dev advocates to go over our own top 5 lists and a quick peek at what we're looking forward to in 2024.
Topics
- 00:00 Welcome/intro
- 02:03 Number Five
- 09:32 Number Four
- 17:34 Number Three
- 24:55 Number Two
- 35:19 Number One
- 47:39 Looking forward
- 50:31 Outro
Links
- Kali Alexander's 100 days of ServiceNow
- Beyond The Title Podcast
- Offline with the Radio Bros
- ServiceNow Portfolio Development Group Discord
- Service Ducks Podcast
- CJ & The Duke Podcast
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
Join Doug Page and Andy Jordan in our final podcast episode for 2023 as they discuss the organizational actions that provide the biggest returns after gathering the right information.
While accurate and complete analysis is essential, it doesn’t deliver the cost reductions that organizations need. That only happens when the analysis results in investments that are executed effectively and efficiently to achieve the required outcomes.
Listen now to hear from our experts how to ensure that cost optimization is truly being achieved.
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Since the launch of the DOD Software Modernization Strategy in 2022, groups across the Department of Defense have accelerated building the capabilities and ecosystem necessary to continuously deliver software to production. These software factories, from the Air Force’s Kessel Run and Kobayashi Maru to the Army Software Factory, are working to build, learn and deploy software at the pace of emerging global and domestic threats. Core to these efforts are practicing DevSecOps, implementing automated optimization, and adopting the cloud. But overcoming challenges around legacy systems, entrenched culture, and talent retention can prove costly and time consuming at a time when speed is crucial.
During this webcast, government and industry leaders will explore the people, processes and technology required to run a successful software factory and share how federal agencies can apply lessons learned from the Department of Defense.
See video recording here: link to YouTube (https://youtu.be/yExwpO38Fz4)
See omnystudio.com/listener for privacy information.
Join Doug Page and Andy Jordan on this podcast episode as they dive into the ways that enterprises are addressing company goals while also optimizing costs.
There are many different solutions in the marketplace when it comes to consolidating business applications. Selecting the right solutions and applications that both meet IT standards and provide best value is a task that can seem impossible at times.
Listen now to hear from our experts how to create a cost-optimized and connected application environment.
See omnystudio.com/listener for privacy information.
A glance at a job listing board and a little hard work could lead you to a career, MVP status, speaking opportunities, and even winning a hackathon. Our guest today shares her story.
Topics
- 00:00 Welcome / Introduction
- 07:01 Career Beginning
- 09:05 Passions on the Platform
- 10:02 Growing Alongside the Platform
- 11:28 Knowledge23 Experience
- 15:38 Career Goals and Trajectory
- 17:41 ServiceNow MVP Program
- 19:02 Words of Advice
- 20:33 Outro
Links
- Slack Channel Profile
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
Transformation — it’s a word that’s tossed around in government leadership meetings all the time, but what does it really mean? Is it about process improvements, technology modernization, or workforce changes? All the above?
Join us as our government and industry experts define what transformation means for government and walk through examples of agencies that have achieved true transformation.
Specifically, you’ll learn: What transformation means in the context of individual roles.How to get funds for your own modernization priorities.How successful organizations have made big and small transformations at their agencies.
Speakers:
Jonathan Alboum, Federal CTO, ServiceNow
Susan Little, Director, Division of Records and Information Systems, Center for Medicare and Medicaid Services
Fredy Diaz, Deputy Chief Data Officer, U.S. Department of Agriculture
Glorimar Ripoll Balet, Director of Product, United States Digital Service, Executive Office of the President (Invited)
See video recording here: link to YouTube (https://youtu.be/G0BLIPmNW2Q)
See omnystudio.com/listener for privacy information.
Join Doug Page and Andy Jordan on this podcast episode as they discuss how organizations are thinking of their priorities in order to minimize their costs.
The struggle for many companies in today's economy come down to disconnected cost management and enterprise planning strategies. With such a cautious outlook for the near future, being able to assist your customers spend more intelligently will prove to be a key differentiator.
Listen now to hear from our podcast guests on why planning in isolation is never a good idea, and be sure to join us next week for more on cost optimization.
See omnystudio.com/listener for privacy information.
In this episode, we chat with Dr. Cyndi Kaye Lambach, College Professor - Information Technology at Waukesha County Technical College about how she’s helping drive a skills revolution, and equipping students for the jobs of today and tomorrow.
Have a question or comment about the Accelerate Podcast series? Email us at accelerate-podcast@servicenow.com
See omnystudio.com/listener for privacy information.
Improving Public Sector Customer Experience will focus on how agencies are delivering great customer service and memorable customer experiences. We will cover what is working, what is new and the associated challenges of improving customer experience across the public sector. Delivering great customer service along with seamless customer experiences is paramount. CX needs to be a shared responsibility across the agency with everyone involved in giving citizens the best experience across all touchpoints. Memorable CX and great customer service are intertwined. Although each are different concepts, they work hand in hand when it comes to building brand loyalty.
See omnystudio.com/listener for privacy information.
Join Irene Vieth and Andy Jordan on this podcast episode as they address the various levers and importance of financial planning.
Stakeholders must have visibility into their entire portfolio in order to properly address the budgeting needs of their organizations. In conjunction, they must also have reporting and analytics functionality to synthesize and disseminate critical information.
Listen now to hear from our podcast guests on how organizations can see the full picture of their finances.
See omnystudio.com/listener for privacy information.
Our 2023 World Forum conferences and CreatorCon have wrapped up. While I was out, I had the opportunity to speak to a number of terrific people. I invite you to join me as I travel to four cities in four weeks and share their stories.
Topics
- 00:00 Welcome and introduction
- 01:30 Saaniya Chugh
- 04:32 Ram Prasath Thirubalan
- 08:41 Viorica Bolohan
- 11:40 Jerin Thenayan
- 14:37 Carleen Carter
- 18:07 Martin
- 19:18 Raff
- 20:34 Shae
- 22:20 Zina Naghmouchi
- 29:11 Kopal Garg
- 34:23 Abey Ahmad
Links
- Abey Ahmad
- Ram Prasath Thirubalan
- Jerin Thenayan
- Zina Naghmouchi
- Viorica Bolohan
- Carleen Carter
- Saaniya Chugh
- Kopal Garg
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
Join Irene Vieth and Andy Jordan on this podcast episode as they take a look at the different methodologies for ranking and scoring.
Organizations must have the ability to use each of the different models in parallel, providing different perspectives on proposed investments and providing a comprehensive modeling approach that helps ensure that the most appropriate investments are approved and funded, giving the portfolio the best possible launch in pursuit of the organization’s goals and objectives.
Listen now to hear from experts on how to select the right priorities in the right way.
See omnystudio.com/listener for privacy information.
Join Irene Vieth and Andy Jordan on this podcast episode as they explore how organizations can better manage their people resources.
Organizations often find themselves with the right number of people but the wrong mix of skills because they only have visibility into resource capacity, not resource capability.
Listen now to hear about the tools that allow users to view all work across all resources in a single pane to effectively and proactively manage resources across the organization.
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With continuing market uncertainty, global business services (GBS) have become a business imperative. In this episode of Innovation Today, Jessica Constantinidis, ServiceNow Field Innovation Officer, discusses the value of global business services, the path to optimizing the customer and employee experience, and what comes next with Dr. Scott Mason, Partner & COO Switzerland, EY.
See omnystudio.com/listener for privacy information.
In this episode, we sit down with Aniesh Myneni, Industry Principal/Director with Infosys to continue our conversation on GBS. Spencer and Aniesh discuss the complexities of GBS, what a simplified user experience looks like, the proper steps of implementation and much more. Listen in as we continue on our GBS series.
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As we kick off our exciting series on GBS, host Spencer Beemiller sat down with Roy Scholte, Sr Manager Enterprise Service and Process Management with Deloitte. In this episode they discuss how to define GBS, what Roy and his team are seeing in the industry and implementation and measurement best practices.
See omnystudio.com/listener for privacy information.
Join Lilly Souksamlane and Andy Jordan on this podcast episode as they look behind the flashy statistics to see how organizations drive efficiency with strategic portfolio management.
To deliver effective strategic portfolio management, organizations need the right people with the right skills, and the right processes to enable work to be prioritized against goals and objectives, approved, funded, delivered and to achieve the expected benefits. For that to happen there must be consistent access to complete and accurate information.
Listen now to see what areas our experts think need to be covered for a solution to be viable.
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An agency’s ability to execute on its mission comes down to the people supporting that mission: the workforce. Without a backbone of human capital with the passion, drive, and innovative force to translate new ideas to reality, any overhaul in customer service delivery falls flat. In this session, experts in customer experience and employee engagement make the case for a holistic approach to CX, starting with the employees, and share their roadmap for success in treating employees as customers.
Speakers:
- Nicole "Niki" French, Customer Service Branch Manager, Transportation Security Administration, Department of Homeland Security
- Pam Van Meter, Principal CIAM Specialist, Okta
- Ron Vickery, Area VP, Customer & Industry Workflows, Government, Healthcare & Higher Education, ServiceNow
- Amber Chaudhry, Chief Experience Officer (Acting), Department of Housing and Urban Development
See omnystudio.com/listener for privacy information.
In this episode of Operation Automation, John Almeida and Anne Musial will explore the transformative capabilities of automation in the world of wealth and asset management (WAM). In a time of rapid technological advancements, the wealth and asset management sector can make existing talent more productive and empower new talent with the tools they need to be successful.
See omnystudio.com/listener for privacy information.
App Engine is one of ServiceNow's flagship products for low-code and pro-code developers. In this episode, we talk to a VP who can give us a hint of what's coming.
Topics
- 00:00 Welcome/Introduction
- 05:23 App Engine defined
- 06:23 App Engine products
- 07:36 What goes into each release
- 09:37 Gen AI and low-code
- 13:36 Washington D.C. and beyond
- 16:25 New skills required
- 17:47 Changes in developer's world
- 21:01 Compliance
- 22:24 Words of advice
- 24:23 Contact info
- 24:59 Outro
Links
- AI-Powered Coding Tools Are Here to Help - Not Harm - Your Job, Insist IT Experts - WSJ
- Email: jithin.bhasker@servicenow.com
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
Join Lilly Souksamlane and Andy Jordan on this podcast episode as they dive into utilizing strategic portfolio management in pursuit of ROI.
The ability to drive efficiency through improved internal processes has incremental benefits through everything from improved throughput and faster workflows, to less time capturing, entering and analyzing data.
Listen to see the astounding return on investment that can be achieved through a single integrated solution.
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Join Lilly Souksamlane and Andy Jordan on this podcast episode as they break down the importance of reducing organizational time to value.
Whether it’s delays in surfacing the idea, problems getting it approved, scheduled and resourced, execution and delivery delays, or challenges operationalizing the solution, there are many places where things can slow down in the pursuit of value.
Listen now to find out more on the bottom line impact of minimizing the value timeline.
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Today's guest is Yolanda Inchauregui, Senior Manager, Support Account Management Services at ServiceNow. Based in Washington DC, Yolanda is a Project and Relationships Manager with over ten years of experience in enhancing processes and key relationships, reducing operating expenses, and eliminating unused resources.
Yolanda is focused on the management of diverse teams, relationships, and expectations with record of success in high-pressure environments. She is a producer and presenter of data visualizations and briefs, to senior civilian and military leadership, that precisely lay out strategies for improvement, change management and successful execution.
In this episode, Yolanda discusses:
• How she got into the world of ServiceNow
• An insight into her role as Support Account Manager
• Bringing success through a great team, trust, prioritization and handing pressure
• How ServiceNow supports veteran inclusion and career development
• Challenges in helping veterans transition to corporate jobs
• How international exposure enhances open-mindedness, curiosity and acceptance
See video recording here: https://youtu.be/eEBd4lhFj7s
To find out more about all the great work happening at ServiceNow, check out the website www.servicenow.com or follow them on LinkedIn, Instagram and X @ServiceNow. You can also connect with Yolanda directly on LinkedIn.
This episode is hosted by Mark Kelly CCO at Alldus
See omnystudio.com/listener for privacy information.
By May 28, 2024, routine securities trades will need to be settled in one day. Aimed at addressing market volatility, the new rule by the SEC means capital market firms and wealth and asset managers will need to reduce manual processes and ensure lower cost of operation. Join ServiceNow’s John Almeida in conversation with Ryan Clare of Jefferies to discuss and understand how to take a comprehensive view of existing operational processes and technology to ensure they are ready for T+1 and intelligent automation.
See omnystudio.com/listener for privacy information.
In this episode, we chat with Anu Kapoor, senior technical consultant, about what his role entails and why he loves keeping customers happy.
For more information, check this out: https://www.servicenow.com/content/dam/servicenow-assets/public/it-it/doc-type/resource-center/infographic/info-ignite-transformation-or-streamline-it-processes.pdf
Have a question or comment about the Accelerate Podcast series? Email us at accelerate-podcast@servicenow.com
See omnystudio.com/listener for privacy information.
As agencies work to keep pace with the digital expectations of their users – both employees and citizens – hyperautomation may prove to be an effective modernization approach.
Hear Gus Pastore, Director, Creator Workflows - US Federal, ServiceNow, explore how hyperautomation is not only achievable, but how it can transform the way organizations operate.
See video recording here: link to YouTube
See omnystudio.com/listener for privacy information.
Generative AI is all the rage in 2023. Our guest today is here to discuss all the hot features we've got in our Vancouver release.
Topics
- 00:00 Welcome/Introduction
- 08:59 The ServiceNow AI journey
- 10:55 Where to find generative AI
- 20:36 But wait, there's more
- 23:52 Where Gen AI doesn't apply
- 26:54 Governance
- 29:57 The release cycle
- 31:20 Dev skills
- 34:05 The roadmap
- 37:17 Advice for new devs
- 39:24 Contact info
- 40:31 Outro
Links
- ServiceNow Developer YouTube channel
- NowLearning
- Email: chris.stoll@servicenow.com
- Live Coding Happy Hour - Gen Ai Controller
- Developer Portal
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
This session will highlight several applications created by Federal agencies using ServiceNow Creator Workflows. Join us to find out how agencies quickly developed digital solutions to meet their unique mission challenges. Learn how a low code approach provides high value for app development.
Featured Speakers:
• Chris Geer, Creator Workflows SC Technical Director, ServiceNow
• Brian Given, Director, Business Support Division, Federal Emergency Management Agency
• Steven Lock-Campbell, Project Manager, Department of Agriculture
• Michael Lovaas, Branch Chief, Federal Emergency Management AgencyGlen Wood, Analytics Operations Officer, U.S. Navy Chaplain Corps
See video recording here: link to YouTube
See omnystudio.com/listener for privacy information.
In this episode, we chat with Sandeep Tandon about his role as a principal solution architect and how he translates the promise we make when you purchase a ServiceNow product into reality.
For more information about solution architects, check this out: https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource-center/infographic/info-today-needs-design-future.pdf
Have a question or comment about the Accelerate Podcast series? Email us at accelerate-podcast@servicenow.com
See omnystudio.com/listener for privacy information.
In this episode, we will interview Mark Tognetti, the Senior Director for Creator Workflows Product Success at ServiceNow. Mark was previously Managing Director at PWC for 4 years, where he assisted with cloud and global payment processor transformation.
The Customer Connection Podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Creator, and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Shanna Grier.
Key highlights of the Episode:
08:05- What is the Citizen Developer Program?
09:45 - What skills do you need to get started with the Citizen Developer Program?
11:02 - How does ServiceNow’s app engine differ from other low-code systems and how does it help customers?
16:10 - What are the top priorities and business objectives for customers implementing the Citizen Developer Program?
17:51 - What role does Generative AI play with the Citizen Developer Program?
To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at customerconnection@servicenow.com
See omnystudio.com/listener for privacy information.
The Biden administration’s executive order on transforming customer experience (CX) put people at the center of everything government does. To rethink government service delivery and create lasting change, agencies must take a holistic view, spanning financial, human resources, legal, data, and technology teams; empower employees; create seamless workflows; and more. Join this session to gain variety of perspectives on CX best practices and learn how one agency built constituent trust through efficiencies and transparency using Public Sector Digital Services from ServiceNow.
Featured Speakers:
• Ron Vickery, Senior Sales Leader, ServiceNow
• Maria Bertucci, System Administrator, National Finance Center, Department of Agriculture
• Doug Freeman Director of Customer Experience & Human-Centered Design, Department of Commerce
• Pamela Scruggs ePermits Program Lead, U.S. Fish and Wildlife Service
See video recording here: link to YouTube
See omnystudio.com/listener for privacy information.
We know you're working hard to build awesome apps on the Now Platform. Did you know, we've got a contest where you can showcase what you've done and win some prizes? In this episode, we speak with some former winners to get their insights to help you be a contender for the future.
Topics
- 00:00 Welcome/Introductions
- 08:19 The Devvies Defined
- 09:46 The winning application
- 11:28 The submission process
- 13:15 The video
- 15:44 The grill session
- 16:38 What can we improve?
- 19:06 Defending the title
- 20:16 Words of advice
- 25:35 Contact info
- 26:18 Outro
Links
- LinkedIn: Guilherme Henriques
- SNUtils
- The Devvies Application Form
- LinkedIn: Nia McCash
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
Today's guest is David Hegarty, Director, Success Architecture – Federal at ServiceNow.
David is responsible for developing and maintaining C-Level executive relationships to help the client's product adoption and expansion of the ServiceNow platform. He leads a strong team to ensure proper practices, methodologies and tools to best serve their customers and their success. David is also responsible to lead a team of success architects, platform architects, and customer success managers to drive value for their customers across the Federal landscape.
In this episode, David will talk about:
• Focusing on customer value & promoting system efficiency
• Expanding ServiceNow across the enterprise for centralized efficiency
• Common trends such as analysis paralysis, silos, benchmarking and metrics focus
• Support pillars such as the success architect, platform health, upgrades & training
• Successfully saving $18 million in software licenses through collaboration
• Generative AI as an augmentation for developers
• How AI streamlines processes, prepares implementation and offers training
• Encouraging communication and collaboration among users and peers
See video recording here: Link to YouTube
This episode is hosted by Mark Kelly CCO at Alldus.
See omnystudio.com/listener for privacy information.
In this episode of Innovation Today, host Spencer Beemiller talks with John “Rook” Jones, Senior Solutions Architect at Beyond20. During the interview Rook explains the complexities of CMBD, how technology plays a role in services and the importance of taking an organizational approach to ensure success.
See omnystudio.com/listener for privacy information.
Join us for an exciting episode of Innovation Today, as host Spencer Beemiller, engages in a compelling conversation with Vinny Viola, VP of Product and Innovation, and Derek Truesdell, CTO, at Intact Technology. Get ready to explore the fascinating journey of rapid IT modernization and discover invaluable insights on how businesses can successfully navigate this transformative process. Tune in now to gain expert perspectives from Vinny and Derek.
See omnystudio.com/listener for privacy information.
If your competitor is innovating at a faster rate than you are, what will you do? Join Jim Van Over, ServiceNow Field Innovation Officer and Sunny Raina, Associate Vice President at Hexaware to see how service operations—service management and IT operations, along with AI and automation—drives productivity and innovation so you can keep your competitive edge.
See omnystudio.com/listener for privacy information.
In this episode, we will interview Matt Wilson. He began with an engineering degree but transitioned to a military career, serving for six years in combat deployments. Eventually, he embarked on a customer experience (CX) journey which highlights his adaptability and willingness to learn, which has led to a successful and diverse career path.
The Customer Connection Podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Creator, and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Shanna Grier.
Key highlights of the Episode:
17:12 - What ServiceNow products did you implement and what were the business problems or objectives you were trying to solve?
20:47 - How did you accomplish your implementation and was it self implementation with your own developers? Do you co-delivery with ServiceNow or partner implementor?
23:54 - What other tech stacks did you bring along, incorporate alongside ServiceNow and how well did these systems integrate in getting to where you needed to be for your business?
To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at customerconnection@servicenow.com
See omnystudio.com/listener for privacy information.
Today's guest is Nichole Francis Reynolds, Vice President and Global Head of Government Relations at ServiceNow. In her role, Nichole is responsible to build and manage ServiceNow's global government relations team and budget, and works closely with C-Suite executives. She develops, leads and executes ServiceNow’s global government relations, public policy, advocacy and communications objectives.
Nichole's responsibilities also include to develop and lead alignment strategies to help grow the public sector business, and work closely with business units to accomplish corporate objectives. She helps develop strategies to educate governments about ServiceNow’s NOW Platform and technology solutions, ways their solutions protect IT infrastructure, and modernizing the delivery of employee processes and citizen services around the world.
In this episode, Nichole will talk about:
• How she got into the world of ServiceNow
• An insight into the team and her day-to-day role with ServiceNow
• Prioritizing global initiatives, staying accountable and focusing efficiently
• How ServiceNow builds relationships and supports military personnel
• Aiding government missions efficiently such as natural disaster response
• How the government relations team shapes AI legislation
• Seeking global AI law harmonization and promoting diverse development
See video recording here: link to YouTube
To find out more about all the great work happening at ServiceNow, check out the website www.servicenow.com or follow on LinkedIn, Instagram and Twitter @ServiceNow. You can also connect with Nichole directly on LinkedIn or follow her on X @NicholeFrancisR.
This episode is hosted by Mark Kelly CCO at Alldus.
See omnystudio.com/listener for privacy information.
There's a lot to consider when you first start building an app or configuring a process on the platform, not least of which is how you are going to test those changes. In this episode, we have two returning guests to help us understand how to navigate those thoughts.
Links
- NowCreate
- LinkedIn: Harshdeep Garg
- NowLearning ATF Micro-cert
- ServiceNow Docs: ATF
- LinkedIn: Raghuveer Moorthy
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
In this episode, Ryan Lounsbury, head of ServiceNow Impact Product Management, discusses the Impact Vancouver release and its new features.
Learn more about ServiceNow Impact here: https://www.servicenow.com/impact.html
Have a question or comment about the Accelerate Podcast series? Email us at accelerate-podcast@servicenow.com.
See omnystudio.com/listener for privacy information.
Welcome to our bonus episode of Real Time Resilience, in this episode we share insights from our recent webinar with banking veteran Hasintha Gunawickrema and ServiceNow’s VP of Risk & ESG Business, Anna Mazzone. Hasintha, the former Chief Control Officer at HSBC shares her extensive experience with third party governance programs in enabling an organisation, in any industry, to have competitive advantage. We think as a Risk Leader you will find this conversation of real benefit as you continue to drive operational resilience within your organisation
It’s time, let’s talk real time resilience…
See omnystudio.com/listener for privacy information.
Join Fred Champlain (Agile Evangelist) and Andy Jordan on this podcast episode as they explore the push from organizations to align investments to value streams.
A key feature of using Agile for cross-functional teams is investing in the correct priorities to avoid fragmentation. By applying lean portfolio management principles, companies can greatly improve value delivery and create greater business agility, starting with the teams doing the work. In addition, allowing teams to be involved in the planning process for improved value streams creates more seamless digital transformation.
Listen now to find out more about how you can get to the core of value stream alignment.
See omnystudio.com/listener for privacy information.
Today's guest is Chris Dilley, CTO/Chief Architect – State & Local Government – Higher Education at ServiceNow. Chris is a highly driven business technology executive with a career of positively disrupting and creating organizations that improve the customer/citizen experience, optimize, automate, grow influence, services, and customer satisfaction. He has a proven record of identifying innovative solutions that enable evolution and organizational change to serve both their employees and their customers.
Chris has direct experience with strategic leadership and accountability for re-engineering and modernizing of processes supporting enterprise and customer and citizen service management, IT and business operation automation, sales and marketing automation, product development and management, business intelligence, and analytics. His key strengths include successful strategic development and leadership abilities, project and program management, and a strong ability to build and improve customer experiences.
In this episode, Chris will talk about:
• His background and day-to-day role with ServiceNow
• Examples of Digital Transformation in government and higher education
• Understanding from the user perspective
• Challenges in introducing ServiceNow to government bodies
• How ServiceNow integrates with existing systems
• Helping organizations upskill on ServiceNow
• Using ServiceNow to combat societal problems
This episode is hosted by Mark Kelly CCO at Alldus.
See video recording here: Link to YouTube
See omnystudio.com/listener for privacy information.
In this episode, we will interview Jeremy Barnes, the vice president for platform product AI at ServiceNow. Jeremy was previously Chief Technology Officer and Chief Architect at Element AI, where he worked at Bridge AI Research to help customers solve everyday problems.
The Customer Connection Podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Creator, and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Shanna Grier.
Key highlights of the Episode:
07:15 - How the GenAI was born into ServiceNow world?
09:32 - How has the AI been instrumental in enhancing the user experience within the ServiceNow platform and what innovations do you think we can expect in the future?
13:32 - How does ServiceNow address data security and privacy concerns while leveraging AI to drive efficiency and productivity?
19:46 - As AI technology evolves rapidly, how does ServiceNow stay at the forefront of AI innovations to continue delivering value to its customers?
22:03 - How do you think the increasing integration of AI into our daily lives will shape our understanding of creativity, innovation, and the very essence of being human?
24:41 - How do we really align, and what models do we pick up and teach that will help benefit our, ServiceNow customers and align to their values of the ServiceNow customer?
To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at customerconnection@servicenow.com
See omnystudio.com/listener for privacy information.
Join Fred Champlain (Agile Evangelist) and Andy Jordan on this podcast episode as they discuss architectural runway and the importance for decision-makers on thinking through Enterprise Architecture as part of strategic planning.
In typical IT organizations, there many separate practices and disparate repositories used to manage IT, from strategic planning through operations. The reality is that if you are not clearly defining and working towards your enablers, blockers will be able derail your best laid plans. So what can be done to help Enterprise Architects accelerate their work, be more integrated, and deliver greater value to their organizations?
Tune in to find out more about the Enterprise Architecture Workspace and best practices for product leaders.
See omnystudio.com/listener for privacy information.
Today's guest is Herb Thompson, Senior Program Manager – Veteran Programs at ServiceNow, where his mission is to grow the veteran talent pool in the ServiceNow ecosystem. Herb is also the author of the best-selling and award-winning book, The Transition Mission, from his perspective as a retired Special Forces (Green Beret) leader. He is the only person in US Army history to have earned the Green Beret and Drill Sergeant of the Year awards.
Herb is actively involved in the SkillBridge program, which is an intensive, 40hrs a week, 16 week, cohort based virtual training program. The mission of the program is to help transitioning service members, Veterans and Military spouses into meaningful employment. While they do not guarantee employment, their measure of success is to place participants into meaningful employment upon successful completion of the program.
In this episode, Herb will discuss:
• How he got into the world of ServiceNow
• His role as Senior Programs Manager
• Transitioning from the military into the corporate world
• An overview of the Skillbridge program
• Commitment, mindset and overcoming imposter syndrome
• Success stories of the program
• Advice for people looking to transition into this space
This episode is hosted by Mark Kelly CCO at Alldus
See video recording here: Link to YouTube
See omnystudio.com/listener for privacy information.
Join Fred Champlain (Agile Evangelist) and Andy Jordan on this podcast episode as they discuss the product feedback capability and why it is so critical to delivering for your customers.
With businesses seeking to improve on time to market and organizations seeking to improve on time to value, Product Managers are under even more pressure to perform. Product feedback allows those Product Managers to synthesize the many inputs from different channels while remaining customer-centric.
Listen to find out more about how to Product Feedback can allow you to cut through the noise.
See omnystudio.com/listener for privacy information.
Bringing your authentic-self to work can be a very positive experience. In this episode, we talk to one of our MVPs who is not afraid to try new things and is reaping the rewards.
Topics
- 00:00 Welcome/Introduction
- 09:03 Big mistake
- 11:29 Platform passion
- 14:19 The other side of the world
- 16:34 MVP
- 21:29 Belonging groups
- 25:18 Career Highlight
- 26:27 What's next?
- 27:54 Words of advice
- 29:11 Contact info
- 29:47 Outro
Links
- Belonging groups
- Website
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
Today's guest is Jonathan Alboum, Federal Chief Technology Officer at ServiceNow. In his role with the Federal Government at ServiceNow, Jonathan works with federal agencies to deliver digital workflows that create great experiences and unlock productivity. Prior to ServiceNow, Jonathan was the Public Sector CTO for Veritas Technologies, where he helped government, healthcare, and education organizations manage, secure and identify business value from data on premises or in multi-cloud environments.
Jonathan's Federal government tenure includes serving as the CIO for the U.S. Department of Agriculture (USDA). He led the development of the USDA’s IT Modernization strategy, including Cloud computing, network modernization, and enhanced cyber security for a $3 billion annual technology spend. In addition, he served as a leader in USDA’s Acquisition community, supporting the oversight, assessment, and strategic planning of national programs comprising an acquisition portfolio of more than 70,000 awards worth $6 billion annually.
In this episode, Jonathan will discuss:
• His background working in federal government
• How ServiceNow is being utilized in the federal sector
• A Case study of ServiceNow in the Fish and Wildlife service
• Overcoming challenges of implementing ServiceNow
• How ServiceNow integrates with existing systems and technologies
• The role of ServiceNow in Cybersecurity & Data Privacy
• ServiceNow’s RiseUp program
• How ServiceNow will continue to evolve in federal government
This episode is hosted by Mark Kelly CCO at Alldus.
See video recording here: Link to YouTube
See omnystudio.com/listener for privacy information.
In this episode, we will interview Amanda Grady, the VP and GM of Platform Foundations at ServiceNow.
Amanda has close to 20 years of experience working with enterprise security software and cloud solutions at organizations such as Symantec, Salesforce, and ServiceNow. She was with Symantec for 12 years wearing different hats before she moved to work with Salesforce for 5 years.
The Customer Connection podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer, Creator, and Workflows-Leading Practices, Jerry Campbell, and Portfolio Manager Shanna Grier.
Key highlights of the Episode:
08:21 What is ServiceNow Vault?
11:40 How does ServiceNow adapt and improve the Vault’s security?
14:25 How does ServiceNow integrate with Identity Access Management?
To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at customerconnection@servicenow.com
See omnystudio.com/listener for privacy information.
Today's guest is Ivy Ryerson, Principal Strategist - U.S. Federal Inspire Value at ServiceNow. Ivy has over 15 years of experience working with federal and commercial organizations to develop and execute digital transformation and business strategy initiatives that are aligned with policy, business priorities, and risk management programs. In her current role, Ivy is responsible to engage with executives to define and manage bespoke industry-aligned digital transformation advisory engagements at select key customers.
Ivy leads discovery workshops with customer leadership and their teams to understand key business objectives, challenges, desired outcomes, and future state of service delivery modernization. She also communicates strategic alignment, presents multi-year roadmaps, and documents the full business case to justify action and investment. Ivy also provides full lifecycle business outcomes and offers value realization advisory to senior leadership.
In this episode, Ivy will discuss:
- Her background and journey into the world of ServiceNow
- Helping federal agencies improve services and efficiency through Digital Transformation
- Understanding the problems they’re solving for customers
- Case study of simplifying tools and processes for call center agents
- Providing a single platform for seamless access to information
- Utilizing ServiceNow to positively impact people’s lives
See video recording here: https://youtu.be/77Wsu2qXOqo
See omnystudio.com/listener for privacy information.
Regardless of who you are, you've likely gathered with others for many different reasons and occasions. Sometimes these gathers are effective, and sometimes not. In this episode, we'll be covering a book we recently read with everyone.
Topics
- 00:00 Welcome/Introduction
- 04:06 Purpose
- 08:19 Who
- 10:54 Location
- 15:45 The role of the host
- 28:22 Timelines
- 34:41 What's in it for devs?
- 39:50 Resources
- 40:40 Outro
Links
- Amazon link to the book
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
Expert Services helps you plan and implement ServiceNow products, faster with less risk. Learn more in our chat with Kirni Munohur, a principal engagement manager on the Expert Services team.
For more information, check this out: https://www.servicenow.com/content/dam/servicenow-assets/public/it-it/doc-type/resource-center/infographic/info-accelerate-innovation-or-reduce-risk.pdf
Have a question or comment about the Accelerate Podcast series? Email us at accelerate-podcast@servicenow.com
See omnystudio.com/listener for privacy information.
Organisations across every industry are looking to harness AI, as CEOs become increasingly exposed to the opportunities for unparalleled productivity.
That said, many businesses are still at the start of their automation journey, and there’s a long way to go to reach the level of digital maturity where they can adopt the latest AI developments.
In this podcast, we’re joined by James Neilson, Senior Sales Director, Consumer at ServiceNow, and Richard Ellis, Senior Sales Director, Telco, Media and Technology at ServiceNow, who give us insight into the key priorities and use cases to harness automation and AI as innovation enablers.
See omnystudio.com/listener for privacy information.
Utilizing and managing an Authority to Operate (ATO) is a common struggle across Federal agencies. In this fireside chat, learn how a unified enterprise ATO helped the Navy and Marine Corps create increased transparency, visibility, and efficiencies inside their agencies.
Featured Speakers:
• David Perodin, Cloud Security SME, Office of the CISO, ServiceNow
• Alex Beachy, Enterprise Account Executive, ServiceNow
• Van Chapman, ServiceNow Services, Program Executive Office Digital and Enterprise Services, ServiceNow
See video recording here: link to YouTube
See omnystudio.com/listener for privacy information.
In accelerating digital transformation, experience is key, while modern service delivery means anticipating issues before they arise and empowering constituents to quickly get what they need. In this session, we will align those concepts in a Total Experience journey, in which we will discuss utilizing design thinking concepts to define desired outcomes, coming together in a shared vision, driving innovation, and leveraging the breadth of ServiceNow’s capabilities to deliver a transformative user experience. Join us to learn how to design the experience your employees and constituents need to deliver on your mission.
Featured Speakers:
Jonathan Alboum, Federal CTO, ServiceNow
AJ Siegel, Experience Strategist, ServiceNow
See video recording here: link to YouTube
See omnystudio.com/listener for privacy information.
We've got another legend of ServiceNow joining us today. She's been working on the platform since 2009 and continues to grow her knowledge and her community while still taking care of the family at home.
Topics
- 00:00 Welcome/intro
- 06:12 Life before ServiceNow
- 07:40 Carleen's start with ServiceNow
- 08:38 MVP - sharing and training
- 11:24 CMA and its meaning
- 15:17 The next generation
- 18:38 RiseUp!
- 19:21 Knowledge memories
- 23:50 Keynote speaker
- 24:37 Career highlight and forecast
- 27:00 Words of advice
- 28:16 Contact info and outro
Links
- RiseUp
- Website
- RiseUp Community
- Titans of Now podcast
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
From forecasting and acquisition to deployment and maintenance, managing the life cycle of non-IT assets can be a daunting challenge. Disjointed systems, inconsistent processes, and limited data provide insufficient insight and make it difficult to determine costs and spending. Join this session to explore how ServiceNow can provide a powerful solution, with better insight and governance, as well as more effective outcomes for your organization.
Featured Speakers:
• Kevin Adler Sales Manager, Customer & Industry Workflows ServiceNow
• Eric Ferrington Product Management Director, Enterprise & IT Asset Management ServiceNow
• Brian Philbin Senior Advisory Solution Consultant - Field Service Management ServiceNow
• Andrew Scherer IT Transformation Solution Sales Manager, Federal ServiceNow
See video recording here: link to YouTube
See omnystudio.com/listener for privacy information.
Today’s Federal government only leverages a fraction of its current talent because agencies have no way to see the full range of employee experience and expertise. This untapped potential leads to myriad missed opportunities for the workforce, reduces employee engagement, and increases turnover. Agencies need new, innovative, and agile ways to visualize their “workforce gold.” Join this session to learn how to use skills intelligence to power the Federal workforce and create great employee experiences that inspire mission-critical outcomes.
Featured Speakers:
Kelly Kent, SVP, Global People Operations, ServiceNow
Kimberly Steide, Associate Deputy Assistant Secretary – Human Capital, Department of Health and Human Services
See video recording here: link to YouTube
See omnystudio.com/listener for privacy information.
The Vancouver release is here – at least in Early Availability. Once again we have all four dev advocates to share their favorite features from App Engine, Automation Engine, and Platform – so come on along!
Topics
- 00:00 Welcome/introductions
- 01:22 Our top 5 list of favorite features
- 32:48 Call to action
- 34:08 Outro
Links
- Vancouver content calendar
- Vancouver release notes
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
Zero Trust is more than a mandate, it’s a framework and maturity journey. It’s also not achieved with a single technology. During this session, we’ll explore how a platform-based approach, coupled with automation and orchestration, enables agencies to move their Zero Trust plans forward to secure their missions.
Featured Speakers:
• Ben de Bont Chief Information Security Officer ServiceNow
• Ann Dunkin Chief Information Officer Department of Energy
• Dr. Kelly Fletcher Chief Information Officer Department of State
• Jamie Holcombe Chief Information Officer United States Patent and Trademark Office
See video recording here: link to YouTube
See omnystudio.com/listener for privacy information.
Hello and welcome to Real Time Resilience, a series of podcasts from ServiceNow that will explore key top of mind topics for CROs.
In this 3-part series we will focus on Operational Resilience, DORA and Monitoring Controls. Our experts will share their insights and learnings to help you navigate your IT risk management journey.
In this final podcast in this series, we will explore the topic of Monitoring Controls.
It’s time, let’s talk real time resilience…
See omnystudio.com/listener for privacy information.
Hello and welcome to Real Time Resilience, a series of podcasts from ServiceNow that will explore key top of mind topics for CROs.
In this 3-part series we will focus on Operational Resilience, DORA and Monitoring Controls. Our experts will share their insights and learnings to help you navigate your IT risk management journey.
In the second podcast in this series, we will explore the topic of DORA.
It’s time, let’s talk real time resilience…
See omnystudio.com/listener for privacy information.
Expert Services helps you plan and implement our products, faster with less risk. Learn more by listening to our chat with Tony Huynh, a senior business process consultant on the Expert Services team.
https://www.servicenow.com/content/dam/servicenow-assets/public/en-us/doc-type/resource-center/infographic/info-optimize-for-today-or-innovate-for-tomorrow.pdf
Have a question or comment about the Accelerate Podcast series? Email us at accelerate-podcast@servicenow.com
See omnystudio.com/listener for privacy information.
Hello and welcome to Real Time Resilience, a series of podcasts from ServiceNow that will explore key top of mind topics for CROs.
In this 3-part series we will focus on Operational Resilience, DORA and Monitoring Controls. Our experts will share their insights and learnings to help you navigate your IT risk management journey.
In the first podcast in this series, we will explore the topic of Operational Resilience.
It’s time, let’s talk real time resilience…
See omnystudio.com/listener for privacy information.
Employee wellness, a major priority even before the pandemic, is now widely considered inseparable from employee effectiveness and efficiency. During this session, we’ll examine how Federal agencies are using digital services to evolve their missions and support employee wellbeing. We will share examples, including a ServiceNow digital partnership with the Department of Defense to support suicide prevention and other sensitive areas of need.
Featured Speakers:
Kevin Brooks, Field CTO and Executive Strategist for Defense and National Security, ServiceNow
John Carbone, Deputy Director of the Civilian Force Management Directorate, U.S. Air Force
Andrea Goldstein, Acting Director, Force Resiliency, Department of the Navy
See video recording here: link to YouTube
See omnystudio.com/listener for privacy information.
Join host Lisa Wolfe and guest Damien Davis, ServiceNow Service Operations Senior Leader in the latest episode of Finding Water.
Damien shares his advice and best practices on how to land successful digital transformations after working for years with global enterprises to guide them on their journey.
Damien and his team have been innovating solutions to help organizations move from manual processes to self-healing IT.
See omnystudio.com/listener for privacy information.
In this episode, hear from Miguel Meza as we discuss the cloud trends. We focus on how Microsoft customers are adopting Azure and what are some of the best practices. Go here http://your.servicenow.com/microsoft. to learn about ServiceNow and Microsoft’s joint offerings.
See omnystudio.com/listener for privacy information.
With two major ServiceNow family releases per year, it's important to have a playbook when it comes to upgrades. In this episode we've got not one, but TWO subject matter experts who have certainly seen their share of upgrades to share their insights.
Topics
- 00:00 Welcome/introductions
- 04:46 Upgrades in the early days
- 11:30 Upgrade improvements today
- 17:57 Products requiring more focus on upgrades
- 20:59 When things go awry
- 25:56 Upgrade timeframe
- 30:44 What to do when you find a show stopper
- 33:38 Advice for newcomers
- 37:58 Contact info
- 38:53 Outro
Links
- CJ's LinkedIn
- news.jace.pro
- Jace's LinkedIn
- Jace's YouTube
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
The business of building a more resilient Federal government is proceeding apace, as the nation assesses the pandemic’s lessons for ensuring that government works under any conditions. Join Federal agency leaders to explore what enhanced technology and expanding digitization mean for government business continuity – and how this continuity helps secure citizen and employee trust.
Featured Speakers:
Jonathan Alboum, Federal CTO, ServiceNowDonald
Remy, Deputy Secretary, Department of Veterans Affairs
John Tien, Deputy Secretary, Department of Homeland Security
See video recording here: link to YouTube
See omnystudio.com/listener for privacy information.
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
Your feedback helps us serve you better – please leave us a comment.
Subscribe today!
- Apple Podcasts
- Google Podcasts
- Spotify
- Stitcher
- TuneIn
- RSS
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Are your field service teams optimized for every business scenario—from global pandemics to cutting CO2 emissions? In this Innovation Today podcast, Jim Van Over, ServiceNow Field Innovation Officer speaks with Nicholas Lee, VP of Innovation Consulting & Solutions at Fujitsu about how to best allocate and optimize field teams for today and perform scenario planning that can help you maximize the field for the future.
See omnystudio.com/listener for privacy information.
How can you pave the path to profits for franchisees? In this episode of Innovation Today, Jim Van Over, ServiceNow Field Innovation Officer speaks with Jill Weber, Global Partner Executive at Capgemini, about how to connect and automate manual business processes and keep franchisees from losing thousands of dollars to errors and other preventable mistakes.
See omnystudio.com/listener for privacy information.
Is your field service team as effective as they can be? The value of field service management cannot be overstated. In this Innovation Today podcast, David Wilson, ServiceNow Global Area VP talks with Dean Fairchild, General Manager & Global Partner Development Lead of the ServiceNow Partnership at Wipro. They’ll discuss how you can automate and transform field services using data to provide a next-level customer experience.
See omnystudio.com/listener for privacy information.
Listen in as COO Ryan Gallagher and Director of Technology Workflows Terrell Pursley explain Volteo Digital provides exceptional co-delivery experience to help accelerate ServiceNow implementations bringing speed to market value to the customer. These gentlemen also provide an inside glimpse of how Volteo experience and expertise allows ServiceNow to help the most challenging situation customer face today.
See omnystudio.com/listener for privacy information.
Cybersecurity is everyone’s responsibility, which means that Capitol Hill is taking a hard look at the role legislation can play in our collective defense. This bipartisan congressional panel will discuss what congressional action is needed to ensure a resilient, secure Federal government – from FedRAMP to FISMA, to other critical cyber considerations. It will also review cyber measures passed in the recent National Defense Authorization Act, such as the reauthorization of the National Computer Forensics Institute.
Featured Speakers:
Nichole Francis Reynolds, Vice President and Global Head of Government Relations, ServiceNowRep.
Mark Green, R-TN 7th District House of Representatives
See video recording here: link to YouTube
See omnystudio.com/listener for privacy information.
Doing away with data siloes enables unified insights, while also allowing effective risk management across your organization. In this Innovation Today podcast, ServiceNow Global Area VP David Wilson sits down with Dan Prior and Chris Lucado, partners within the consulting practice at EY, to discuss trends around risk—and what to do when generic risk platforms no longer cut it.
See omnystudio.com/listener for privacy information.
You've been asked to do a presentation. You've listened to part 1 of this series to prepare and part 2 to avoid the top 10 – now it's time to craft the message so your audience understands the purpose. We've got a returning guest here to help with that.
Topics
- 00:00 Welcome/introductions
- 04:45 CMA/CTA programs
- 09:14 Crafting your message
- 11:16 Horses for courses
- 12:44 Short presentations
- 14:51 Example: Key messages
- 16:04 Example: Supporting statements
- 19:52 Example: Objection Handling
- 23:07 Example: Other concerns
- 24:34 Example: Closing
- 25:23 Example: Call to action
- 27:09 Bonus tips
- 34:03 Planning stage vs building stage
- 34:53 The summary
- 35:52 Contact info
- 36:29 Outro
Links
- Effective Presentations - Part 2
- Email: julian.mills@servicenow.com
- devlink.sn/cma
- Effective Presentations - Part 1
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
Delivering frictionless citizen services, enhancing workforce efficiency, and empowering secure innovation are all part of the Federal digital transformation agenda. What’s next? Join this session to recognize the substantial progress government innovators have made and discuss what agencies can prioritize to accelerate digital transformation and sustain innovation.
Featured Speakers:
- Dan Wallace, Area Vice President – Federal Civilian, ServiceNow
- Lauren Boas Hayes, Senior Advisor for Technology and Innovation, Cybersecurity and Infrastructure Security Agency
- Chris Brazier, Deputy IT Director (Acting), Defense Threat Reduction Agency
- Sean Brune, Chief Information Officer and Deputy Commissioner for Systems, Social Security Administration
- Kevin Corcoran, Principal, Deloitt
- Gary Novotny, Chief of Program Management Office, Central Intelligence Agency
See video recording here: link to YouTube
See omnystudio.com/listener for privacy information.
In this episode, you’ll hear from our guests Kim Haslam and Chris Glitzer about ServiceNow Career Journeys. Find out how you can join a global community of individuals who are actively pursuing their passions with ServiceNow.
Learn more at https://nowlearning.servicenow.com/lxp
Have a question or comment about the Accelerate Podcast series? Email us at accelerate-podcast@servicenow.com
See omnystudio.com/listener for privacy information.
Top priority for Federal leaders: Make government service delivery and operations more human and citizen-centric, taking direction from the President’s Management Agenda and the customer experience Executive Order. This means putting experience first and rearchitecting how work gets done. Agencies must improve all interactions, citizen AND employee, confirming the undeniable link between great citizen experiences and great employee experiences. This session will explore Total Experience (TX), a strategy that unites citizen and employee experiences across all service delivery channels to create the best possible outcomes.
Featured Speakers:
Arunkumar Iyer, Principal Executive Architect/Field CTO, ServiceNow
John Boerstler, Chief Veterans Experience Officer, Department of Veterans Affairs
Pamela Powers, Managing Director, KPMG Federal Consulting
See video recording here: link to YouTube
See omnystudio.com/listener for privacy information.
Ted Turner's mantra for success says "Early to bed, early to rise, work real hard, and advertise." It doesn't matter how smart you are if nobody else knows it. As a developer, one way you can advertise your expertise and grow your status in the ecosystem is through blogs, videos, podcasts, or other content. Our guest today shares his insights on all aspects of creating community content in the ServiceNow space.
Topics
- 00:00 Welcome/Introduction
- 03:30 Rob's content
- 04:58 The idea vault
- 08:59 How to get started
- 13:37 How to stay motivated
- 17:02 The long tail and defining success
- 21:04 Creative inspiration and thumbnail everything
- 26:33 What works and what doesn't on LinkedIn
- 31:36 Content you would like to do
- 32:35 When is the end?
- 34:22 Why do it?
- 38:01 The MVP program
- 39:10 Words of advice
- 39:51 Contact info
- 40:30 Outro
Links
- Website
- Email: rob@theduke.digital
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
Hear about today’s cyber challenges and how modernizing compliance efforts can improve productivity, reduce technical debt/costs and bring stakeholders together. In this Innovation Today podcast with Paul Hardy, EMEA Innovations Officer at ServiceNow talk with Angie Leggett, Managing Director at KPMG, we discuss risk and the value of modern GRC platforms.
See omnystudio.com/listener for privacy information.
What are the greatest areas of risk in your organization and how can you effectively manage them amid constantly evolving regulations? Join David Wilson, ServiceNow Global Area VP, and Hunter Freeman, Senior Manager at Edgile, in this Innovation Today podcast about how there’s never been a more important time to think about risk, its impact on operations, and how it’s all part of a broader business strategy.
See omnystudio.com/listener for privacy information.
How does IRM, business continuity, and operational resiliency fit together and what does it mean for your organization's risk management? Join Paul Hardy, ServiceNow Innovations Officer/EMEA in this Innovation Today podcast as he talks with Melissa Cohoe, Global Director of Global Security, Risk & Resiliency at New Rocket. Together, they’ll dive deep into risk and resilience and unveil the key success factor for managing risk.
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A 30-year national security leader and former principal deputy director of national intelligence, Sue Gordon joined the 2023 ServiceNow Federal Forum program as this year’s keynote speaker. Being one of the most accomplished leaders in the history of national security, Sue Gordon has led at every level of the intelligence community with roles spanning numerous organizations and disciplines. Listen as Gordon provides an analysis on the future of national security, cyber security, and more.
Featured Speakers:
Sue Gordon, 30-Year National Security Leader, Former Principal Deputy Director of National Intelligence
Kevin Haverty, Vice Chairman, Global Public Sector, ServiceNow
See video recording here: link to YouTube
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ServiceNow and Federal innovators are partnering to change how government delivers on its mission. Join ServiceNow executives to discover how we’re accelerating digital transformation so government can better serve the American people.
Featured Speakers:
Steve Walters, Vice President, US Federal Sales, ServiceNow
Nick Tzitzon, Chief Strategy Officer, ServiceNow
See video recording here: link to YouTube
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With this episode we kick off our set of interviews with some of our brightest and most innovative partners at Knowledge 23. For the first episode, Spencer Beemiller, welcomed Edua Dickerson, VP of ESG & Finance Strategy at ServiceNow to talk through some of the biggest takeaways of our time at K23 and more.
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Regardless of the process you are trying to automate, it's likely that you are migrating from another system, be it Excel, email, or a legacy application. In this episode we have two subject matter experts that discuss the importance of modifying the process vs. modifying the platform to maximize your outcomes and minimize your risks.
Topics
- 00:00 Welcome/Introduction
- 04:59 Overview
- 09:10 Developer awareness
- 12:24 Examples
- 15:19 What works
- 17:21 Business smart customization and the customization register
- 23:05 Metrics
- 24:44 Where to find out more
- 27:48 Balancing the transformation
- 31:07 Contact info
- 31:52 Outro
Links
- LinkedIn: Raghuveer Moorthy
- LinkedIn: Harshdeep Garg
Check out the other ServiceNow podcasts.
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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
Your feedback helps us serve you better – please leave us a comment!
Subscribe to iTunes
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The technology landscape is constantly changing. I sat down with Josh Goldstein, VP of Product Strategy at ServiceNow, to learn what he’s hearing from customers about cloud adoption.
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Rising up with ServiceNow means you can take your career to the next level by leveraging Now Learning. Cheyenne Saulnier, Associate Partner at Beniva Consulting group – an elite ServiceNow partner – is the definition of what it means to RiseUp with ServiceNow.
Cheyenne joins us to discuss how she invested in her training with ServiceNow to accelerate her career.
Have a question or comment about the Accelerate Podcast series? Email us at accelerate-podcast@servicenow.com
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Technical governance isn't something most developers typically think about until it's too late. Our guest today helps us understand what it is and why devs should prioritize it to make their lives easier.
Topics
- 00:00 Welcome/Introduction
- 04:47 Governance defined
- 05:47 Resistance
- 09:28 Personas
- 10:11 Technical debt and low-code
- 12:41 Tips for avoiding issues
- 15:48 Inherited debt
- 20:20 From theory to real stories
- 22:45 Advice for new devs
- 24:27 Summary
- 25:58 Contact info
Links
- Utah Technical Best Practices
- CreatorCon 2023 Digital Labs
- Email rushikesh.mandhane@servicenow.com
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
Data and visibility are at the core of our future — helping us see, understand, and fix the problems we face on a daily basis, both inside and outside of work.
The talent crisis is no exception. Skills gaps today are made worse by the simple fact that businesses can’t fully understand what skills employees have and what training they need to get to the next level.
In this podcast, we’re joined by Kelley Steven-Waiss, Chief Transformation Officer at ServiceNow and Founder of Hitch Works, who gives us some insight into how tech is impacting the rapidly changing world of talent: how we find it, how we use it, and how we keep it fit for the future.
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Experience remains front of mind for business leaders — and few would deny the vital role it plays in building, maintaining, and strengthening both customer and employee relationships.
But a turbulent economic environment is fundamentally transforming what experience is. Increasingly, good experience goes far beyond just customers and employees in their silos. Businesses looking to succeed in this area must be willing to create a holistic, truly total experience with roots across the entire business.
In this podcast, we’re joined by Dave Wright, Chief Innovation Officer at ServiceNow, who gives us some insight into Total Experience: what it is, what it means, and how businesses can get started on the path to making it a reality.
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You never know where your next opportunity to change your life will come from. Our guest today shares her amazing story of what happened and what it resulted in - along with some other great insights.
Topics
- 00:00 Introduction/Welcome
- 08:07 How Ebony got started with ServiceNow
- 12:14 How ServiceNow has changed Ebony's life
- 16:14 From a non-tech perspective
- 19:50 If you had to do it over
- 22:10 Career highlights
- 25:44 Advice for new developers
- 28:59 Favorite ServiceNow feature or product
- 30:07 Contact info
- 30:34 Outro
Links
- Email ebonylakkebala@gmail.com
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
Get beyond the Generative AI hype with host Lisa Wolfe and Sean Hughes, AI ecosystem Director and AI expert at ServiceNow. Lisa and Sean discuss the amazing potential and the risks of transforming the enterprise with Generative AI.
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To get the most out of a conference like Knowledge, there's a lot to consider, from what you wear, to what you bring, and even following up afterwards. Get your favorite note-taking tools because in this episode, Lauren and I talk about some things to consider to maximize your value and hopefully convince your organization to send you again next year.
Topics
- Before the conference
- At the conference
- After the conference
Links
- Knowledge home page
Check out the other ServiceNow podcasts.
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In this episode, we discuss our annual user conference and what you can expect to see at the Value Acceleration and RiseUp with ServiceNow zones.
Have a question or comment about the Accelerate Podcast series? Email us at accelerate-podcast@servicenow.com
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It should come as no surprise that there are some really amazing people in the ServiceNow ecosystem. A few weeks ago I heard another outstanding story about a young man who got his CSA cert at age 16 – he's now a little older and a little wiser. I said to myself, "We must have him on Break Point!"
Topics
- 00:00 Welcome/introduction
- 02:22 Origin story
- 09:45 Failure is not a bad thing
- 12:05 For fun...
- 13:47 Learning new information
- 15:05 A family affair
- 16:10 Your friends thoughts
- 19:19 Career aspirations
- 20:42 Holding the title
- 22:39 Punching above his weight
- 23:42 Advice for others
- 25:55 Questions for us
- 31:32 Contact info
- 32:27 Outro
Links
- NowLearning
- Udemy: The Complete ServiceNow System Administrator Course
- The 7 Habits of Highly Effective Teens
- Email: youssef.mahmoud.tech@gmail.com
- Developer Portal
- Udemy: The Complete ServiceNow Developer Course
- ServiceNow Community
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
In this episode, Aaron Fulkerson, Vice-President and General Manager of Impact, joins us to discuss the Impact Utah release and its newest capabilities supporting our customers’ digital transformation initiatives.
If you haven’t heard about ServiceNow Impact, check out earlier episodes for an introduction of the product, and deeper dives into the Impact Squad and Impact Accelerators.
Have a question or comment about the Accelerate Podcast series? Email us at accelerate-podcast@servicenow.com
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Antonia Watson has seen it all on her journey to Chief Executive Officer, ANZ Bank NZ - career resilience, imposter syndrome, fear of failure. But she knows better than most that change doesn't happen by chance, and is on a mission to Watch Women Win in sport and beyond.
This podcast is hosted by the ANZ Women@Now leadership team.
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The CreatorCon experience at Knowledge is nothing short of amazing, and we realize there are a lot of people out there that have not been to CreatorCon. You have questions, we have answers. Join all four ServiceNow Developer Advocates as we discuss what to expect and how to get the most out of CreatorCon.
Topics
- 00:00 Welcome/intro
- 03:16 What is CreatorCon?
- 06:16 Types of activities
- 11:50 Who will be at CreatorCon?
- 14:45 Meeting new people
- 20:52 Call to action
- 21:46 Outro
Links
- Knowledge website
Check out the other ServiceNow podcasts.
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Check out this episode of Innovation Today to hear Spencer Beemiller talk with James Patten, Managing Director at KPMG. Together they will discuss the importance of governance within the ongoing ESG journey. James dives into embedded sustainability, final mile reporting, how to be actionable about ESG, and more.
DISCLAIMER
Some or all of the services described herein may not be permissible for KPMG audit clients and their affiliates or related entities
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Existing data can be a helpful resource when pursuing your ESG goals. In this episode of Innovation Today, host Spencer Beemiller talks with Carey Blunt, Global Head of ServiceNow Solutions at Fujitsu, to dive into how to use resources you already have to set actionable goals. Carey dives deep into ESG, its impact between businesses, and its future in the world.
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ESG is a journey, not just a one-time transformation. Listen in to this episode of Innovation Today to hear Spencer Beemiller talk with Saurabh Dubey, Global GTM leader for ServiceNow Sustainable, Climate and Equity Offerings at Deloitte. Saurabh and Spencer dig deeper into the specfics of beginning and sustaining an effective ESG journey.
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In this episode of Innovation Today, host Spencer Beemiller talks with Alexey Klimenko, Co-founder and CEO of EmissionBox, about his personal passion for environmental efforts. Alexey will share his insights into not only the environmental aspect of ESG, but also what actionable steps can be taken to pursue a more sustainable impact.
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ESG is a highly talked about topic in today's world. In this episode of Innovation Today, Spencer Beemiller talks with Trish Beltran, Manager of ESG Advisory Services at RSM, to dive into why companies should care about ESG and how they can take steps toward better ESG practices.
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In this episode, Platform Architects Sameer Kumar Pandey and Kasthuri Nagappan discuss what it means to be trusted advisors to ServiceNow customers and help them adopt our platform and realize their business outcomes.
For more information about Impact, visit this page.
Have a question or comment about the Accelerate Podcast series? Email us at accelerate-podcast@servicenow.com
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Our modern mobile developer experience has been around since our Madrid release in early 2019. It's now 2023 and the Utah release – and we continue to make the developer and admin experience better, which ultimate results in a better user experience and adoption. Our guest today spotlights some of the new features in the our latest release.
Topics
- 00:00 Welcome/Introduction
- 05:03 The mobile origin story
- 09:22 Utah features - Theming
- 11:58 Admin features
- 14:27 Agent features
- 16:16 Action based location tracking
- 17:38 Usability
- 24:03 Accessibility
- 24:41 For the developers
- 28:58 Where to find more info
- 30:30 The roadmap
- 32:18 Inbal's favorite feature
- 33:39 Contact info
- 34:04 Outro
Links
- Email inbal.litvin@servicenow.com
Check out the other ServiceNow podcasts.
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The Trans-Tasman Business Circle, in partnership with ANZ, ServiceNow and pead, proudly hosted the inaugural New Zealand Women Leaders’ Summit: Reimagining Wāhine Leadership in Aotearoa in Auckland on Monday 13th March.
We took the ANZ Podcast to the streets to capture some of the inspirational stories and learnings from the event.
This podcast is hosted by the ANZ Women@Now leadership team.
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ERP or Enterprise Resource Planning – the name may conjure up images or memories of large systems that can take years to implement, or perhaps even longer to upgrade. In this episode, we'll talk to someone who shares with us how we, as ServiceNow Developers, can become close partners with our ERP brethren by leveraging the power of our platform.
Topics
- 00:00 Welcome/introductions
- 07:05 What is an ERP?
- 09:26 Who are the ERP vendors?
- 12:55 ECM defined
- 21:52 Other similar vendors
- 25:18 How ECM works
- 29:00 Implementation time
- 34:50 What's in it for ServiceNow Devs
- 37:56 Roadmap
- 39:12 Words of advice
- 40:00 Contact info
- 40:48 Outro
Links
- Email jens.strandbygaard@servicenow.come
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
For many people, security on their ServiceNow instance ends with ACLs – maybe encryption if they have the need, but there's more – oh, so much more. Joining me in this episode is someone to shed some light on the full spectrum of ServiceNow security capabilities as of 2023.
Topics
- 00:00 Welcome/Introductions
- 07:32 Introduction to product family
- 09:51 Authorization and authentication
- 10:52 Security, identity, and privacy
- 18:25 Product overview
- 22:52 Data filtration plugin
- 23:58 Protected tables plugin
- 24:46 Log export service
- 25:33 MFA
- 26:00 Adaptive authentication
- 28:42 Data classification and data certification plugins
- 33:31 Vault
- 36:19 SCIM
- 39:30 Final grouping
- 42:28 Mile wide, inch deep
- 43:09 Words of advice
- 44:40 Outro
Links
- Trust Site
- Verizon Data Breach Investigations Report
- Docs: Platform Security Landing Page
- Trust Center
- IDPro Body of Knowledge
- Email jarod.mundt@servicenow.com
- Security Best Practice Guide
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
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
Your feedback helps us serve you better – please leave us a comment!
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Rising up with ServiceNow means you can turn your career dreams into a reality in the high-growth ServiceNow ecosystem. Gene Manuel did. Listen to Gene’s story and how he leveraged Now Learning and the ServiceNow Community to become a Certified System Administrator and an ITSM Certified Implementation specialist.
Have a question or comment about the Accelerate Podcast series? Email us at accelerate-podcast@servicenow.com.
See omnystudio.com/listener for privacy information.
Join the four Developer Advocates as we go around the table and share what we're most excited about in Utah.
Topics
- 00:00 Welcome/introductions
- 02:16 Workspace Builder
- 03:41 RPA on PDIs
- 05:48 Dark theme
- 08:06 Script editor enhancements
- 09:32 ERP customization mining
- 13:18 Automation Center
- 15:20 Flow updates
- 18:28 Next Experience updates
- 21:29 Table builder
- 23:17 REST step updates
- 25:33 ECMAScript default for new apps
- 28:40 Mobile multi-instance switching
- 30:44 Lightning round
- 33:30 Outro
Links
- Release notes
Check out the other ServiceNow podcasts.
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Our ServiceNow developer ecosystem continues to grow - and to address demand in one of our fastest growing regions, I'm joined by one of our newest team members.
Topics
- 00:00 Welcome/introduction
- 02:39 Pranav's schooling
- 04:45 Locations
- 06:19 Early career
- 09:06 Inspiration
- 12:27 For fun
- 15:09 Things Pranav has built
- 18:00 Looking forward
- 19:50 Knowledge 23
- 21:30 Words of advice
- 25:04 Contact info
- 25:29 Outro
Links
- Email: pranav.bhagat@servicenow.com
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
Do you know what Impact accelerators are? If not, this conversation with Principal Portfolio Manager Brandi Will, will be of interest to you. Discover how Impact accelerators can help you accelerate your time to value when and where you need it.
Find out more about ServiceNow Impact and accelerators.
Got a question or comment about the Accelerate Podcast series? Email us at accelerate-podcast@servicenow.com.
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ServiceNow thrives in any environment where you find departmental processes and workflows. A classic example of this is higher education. What's it take to be a developer and architect in higher ed? Today's guest gives us her story.
Topics
- 00:00 Welcome/introduction
- 04:33 Transformation
- 05:20 Working in higher ed
- 06:48 Sharing tips from higher ed
- 09:24 Current projects
- 13:49 Staying up to date
- 16:15 Best career advice
- 19:07 Worst career advice
- 20:30 Greatest achievement
- 23:38 Words of advice
- 24:11 Contact info
- 24:51 Closing
Links
Check out the other ServiceNow podcasts.
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2022 has been a mixed up year. There have been some really great highs along with some interesting challenges. In this episode, I'll share some of what I've observed.
Topics
- Listenership is up
- Goodbye Brad, Hello Lauren and Pranav
- Knowledge 22
- San Diego and Tokyo content
- Did You Know and Get To the Point
- Updated low-code apps for dummies
- Holiday SNUG
- Looking forward to 2023
- More great content for Utah and Vancouver
- New group of dev MVPs
- Mentorship
- Knowledge 23
- Return to in-person meetups
- Closing remarks
Links
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
It might not seem like an important topic at first, but if you choose to ignore data governance as you do an implementation, it can get extremely costly later on. Our guests today discuss what data governance is and why it's important to every developer.
Links
- Debugging best practices
- Secrets management
- LinkedIn: Sameer Kumar Pandey
- Data anonymization
- LinkedIn: Kasthuri Nagappan
- Data Governance White-paper
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
It might not seem like an important topic at first, but if you choose to ignore data governance as you do an implementation, it can get extremely costly later on. Our guests today discuss what data governance is and why it's important to every developer.
Links
- Debugging best practices
- Secrets management
- LinkedIn: Sameer Kumar Pandey
- Data Governance White-paper
- Data anonymization
- LinkedIn: Kasthuri Nagappan
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
In this episode, we interview Nicholas Lee, the Vice-Head of Fujitsu, a ServiceNow partner, and he talks about FlexForce.
Nicholas Lee is the Senior Director for AI and Quantum and has spent the last 18 years as a solution innovation consultant and digital transformation professional. He has been the Vice-Head of Solution Innovation & Consulting, AI/ML, Quantum-Inspired, & Blockchain for the past three years and has worked with Fujitsu for close to 16 years.
The Customer Connection podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Workflow, Jerry Campbell, and the Portfolio Managers, Gareth Millwood, Rozmin Parpia, and Nick Derbawka.
Key highlights of the Episode:
04:30 Fujitsu FSM offering.
10:45 How FlexForce differentiates itself from ServiceNow.
18:18 Workload management and optimization.
To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at cutomerconnection@servicenow.com.
See omnystudio.com/listener for privacy information.
She's experienced the highs and lows of the tech industry, but ultimately Katrina Read fell in love with finding simple solutions to complex problems. And pockets. She really loves pockets!
This podcast is hosted by the ANZ Women@Now leadership team. Make sure to connect with Kate and Kat to continue the conversation on the ANZ Women@Now LinkedIn group: https://bit.ly/ANZWomen.
See omnystudio.com/listener for privacy information.
Join Fred Champlain (Agile Evangelist) and Doug Page on this podcast episode as they discuss why shared goal frameworks are important and how Agile teams approach them.
Objectives and Key Results (OKRs) is a widely popular framework with Agile teams as it’s encompassed in the Scaled Agile Framework (SAFe). OKRs encourage businesses to shift from task-based work to goal-orientated work while focusing on value delivery.
Listen to find out more about how to best use OKRs and align different objectives.
To learn more, you can read our eBook Goals: How strategy gets delivered with ServiceNow and check out our blog.
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Check out this episode of Innovation Today to hear Spencer Beemiller talk with Ben Bendre, an associate partner with the Global Center of Competency for telecom, media, and entertainment at IBM. Together they will discuss the complexities of order management and the various challenges that companies may face today.
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The world of order management can be a complex, to say the least. In this episode of Innovation Today, host Spencer Beemiller meets with Vicki Harris, Director, Business Development at Thirdera to discuss the ins and outs of Order Management and how digitization and automation drive change in the industry
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In this episode of Innovation Today, we're excited to speak with Jinu Koshy, Vice President, Global Head of Domain Consulting at Infosys. Together, Jinu and host Spencer Beemiller discuss digital transformation and the crucial role it plays in the telco world. As an industry veteran, Jinu gives unmatched insight into various challenges that are faced in the modern telco landscape.
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Join us as we speak to ServiceNow Community lead Celina Zamora. Hear about the new and improved Community experience and the best way for you to engage with and learn from others in the ServiceNow ecosystem.
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Join ServiceNow risk experts Matt Fisher and Hassan Javed as they discuss the evolution of risk management. Acknowledging that risk is becoming increasingly embedded in every facet of the work we do, Matt and Hassan point out how organizations are now looking for a complete, centralized, and simplified picture of risk in order to effectively meet objectives. Tune in as they share insights on how Government agencies can achieve this connected view and proactively manage risk.
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Join Fred Champlain (Agile Evangelist) and Doug Page on this podcast episode as they discuss which Agile value metrics to use to deliver value to customers.
You can’t improve what you don’t measure, and you also need to measure the right things. Using relevant Agile value metrics are essential for businesses to evaluate and improve their Agile work methodologies. Flow of business value, outcomes, and competency are just a few examples.
Listen to find out more about the objective what metrics you should and shouldn’t use to best measure value delivery.
To learn more about Agile value metrics, you can check out our blog.
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Process mining may not sound like the sexiest thing to a developer, but today's guest is going to convince us otherwise why you really want to consider it in your overall platform strategy.
Topics
- 00:00 Welcome/introduction
- 07:06 In-platform processing mining overview
- 08:31 Benefits of in-platform
- 14:02 Performance Optimization on PDIs
- 15:24 How it makes work better
- 18:09 The ski map
- 21:17 Finding definitions
- 24:14 Connecting with Automation Center
- 27:26 Sidebar: Single platform
- 30:43 Roadmap
- 35:24 Enablement
- 36:59 Contact info
- 37:27 Outro
Links
- Process Optimization Blog
- Developer portal
- Process Optimization videos
- Email dan.grady@servicenow.com
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
In this episode, we will discuss Evora IT, a ServiceNow partner for over two years, and how ServiceNow changed how they handle their processes.
Christian Bartels is Co-Founder and CEO of Evora IT, and has previously worked with SAP and ENERGY4U for a combined total of over ten years. He co-founded Evora IT in 2011 and has been the CEO since 2014. He is currently the Managing Director of Evora IT Solutions Group GmbH.
They are joined by Beau Gibbs and Joey Punneo. Beau Gibbs is the Executive Vice President of Evora IT. He has worked in the technology solutions field for close to 7 years.
Joey Punneo is currently working as a Solutions Architect at Ness Digital Engineering, a ServiceNow Practice. He has worked with companies like Aptris, Capgemini, Seagate Technology, and more for a combined experience of over 17 years.
The Customer Connection podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood, Rozmin Parpia, and Nick Derbawka.
Key highlights of the Episode:
07:08 Evora IT offerings.
16:57 Lift and shift mentality for customers.
18:10 Field Service Management structure.
To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at cutomerconnection@servicenow.com.
See omnystudio.com/listener for privacy information.
A broken ankle may have prevented her visit to Australia this month, but it wasn't going to stop Vanessa Smith sharing her wisdom on tech careers, digital wallets and the life of a basketball mum.
This podcast is hosted by the ANZ Women@Now leadership team. Make sure to connect with Kat and Vanessa to continue the conversation on the ANZ Women@Now LinkedIn group: https://bit.ly/ANZWomen.
See omnystudio.com/listener for privacy information.
As many long time listeners know, I've always been fascinated by integrations. It's a way to make one plus one equal 100 when it comes to driving value from our systems. In this episode, we'll find out what's new in our Tokyo release when it comes to Integration Hub.
Topics
- 00:00 Welcome/introduction
- 04:36 Automation Engine with Michael Meiner
- 04:52 Integration Hub defined
- 07:22 Connection overrides
- 09:38 Integration Hub Imports Mapping Updates
- 12:56 Matching reference fields
- 14:18 Dynamic outputs on Integration Hub Import
- 16:13 Roadmap
- 21:41 Contact information
- 22:10 Outro
Links
- Ep 62: Automation Engine Pre-Built Solutions with Michael Meiner
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
In this episode, we will discuss how the state of South Dakota used the ServiceNow platform to give an easy-access channel to citizens wanting to do business with, or consume services provided by the state.
Pat Snow is the Chief Technology Officer for the state of South Dakota. He has been delivering IT services to the executive branch of state government, K-12 in South Dakota, as well as higher education since 1997 in various capacities, including telecommunications, data centers, and endpoints.
The Customer Connection podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.
Key highlights of the Episode:
03:32 Public sector digital transformation in South Dakota and expected outcomes.
09:52 Unrealized outcomes of value on implementation.
12:28 The single most important thing for potential customers.
To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at cutomerconnection@servicenow.com.
See omnystudio.com/listener for privacy information.
Her Marketing lecturer advised her not to get sucked into sales, and we're so glad she ignored him! A sales leadership career spanning eight countries has led Michelle Mitchelhill to the perfect blend of sales and marketing in the world of channels and alliances.
This podcast is hosted by the ANZ Women@Now leadership team. Make sure to connect with Kat and Michelle to continue the conversation on the ANZ Women@Now LinkedIn group: https://bit.ly/ANZWomen.
See omnystudio.com/listener for privacy information.
The ServiceNow native mobile apps have been out for several years – so what's new in the Tokyo release? You might be surprised to find out as my guest and I have some fun finding fascinating features
Topics
- 00:00 Welcome/introduction
- 04:50 How mobile got where it is
- 11:12 The mobile SDK
- 14:13 What's new in Tokyo
- 22:29 Why do we have multiple apps?
- 27:06 Lightning round
- 29:58 Roadmap
- 31:02 Words of advice
- 32:39 Contact info
- 33:12 Outro
Links
- Docs: Mobile hierarchy
- Email: adam.golab@servicenow.com
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
Our guest Aaron Fulkerson takes us on a tour of Tokyo and Impact! In this episode, listen to Aaron talk about the enhancements to Impact in the Now Platform Tokyo release.
Find out more about ServiceNow Impact here.
Got a question or comment about the Accelerate Podcast series? Email us at accelerate-podcast@servicenow.com
See omnystudio.com/listener for privacy information.
In this episode, we will interview Veterans of the United States army for the upcoming Veterans Day about what they do at ServiceNow and how transition programs help upskill veterans.
Herb Thompson is a retired Special Forces (Green Beret) leader and the only person in the US Army history to have earned the Green Beret and Drill Sergeant of the Year award. He has worked as a Program Manager for the Veteran Programs at ServiceNow since November 2021 and is the author of the best-selling and award-winning book, The Transition Mission.
Javier Chen is a US Navy Veteran who has worked with ServiceNow since August of 2018 and is currently the Senior Technical Recruiter and Staffing Representative.
The Customer Connection podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood, Rozmin Parpia, and Nick Derbawka.
See omnystudio.com/listener for privacy information.
NextGen graduate, Huma Saleem, speaks two languages: business and tech. She also loves learning new technology, breaking stereotypes and ALL four seasons of Aussie weather!
This podcast is hosted by the ANZ Women@Now leadership team. Make sure to connect with Kat and Huma to continue the conversation on the ANZ Women@Now LinkedIn group: https://bit.ly/ANZWomen.
See omnystudio.com/listener for privacy information.
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
Your feedback helps us serve you better – please leave us a comment!
Subscribe to iTunes
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From the outside, you’d think digital transformation in technology companies would have higher success rates than other industries, but the data doesn’t support that. In this episode, John Spencer and George Humphrey, VP and Managing Director, TSIA, explore new TSIA research on why that is and how technology companies can unlock operational efficiency and enable new experiences in the era of XaaS.
See omnystudio.com/listener for privacy information.
More than ever, manufacturers are are forced to increase productivity with what they have now - essentially do more with less. In this episode of Innovation Today, host Spencer Beemiller talks with Graeme Wright, Chief Digital Officer for Manufacturing & Utilities at Fujitsu to dive into operational technology. Graeme dives deep into what manufacturers can do today and beyond to increase effeciency with operational technology.
See omnystudio.com/listener for privacy information.
In this episode of Innovation Today, host Spencer Beemiller talks with Sumeet Kaul, Senior Manager at Deloitte about all things disruption in the supply chain industry. Sumeet will share his inisghts into not only technology disruption but also what we face with inflation, the current workforce challenges as well as risk and efficiencies.
See omnystudio.com/listener for privacy information.
The President’s Management Agenda (PMA) aims to make every federal job a “good job.” It emphasizes employee engagement at a critical time when many Americans are interacting with government in new ways. It also challenges agency leaders to think differently about recruiting and retention, to look beyond the numbers and build a workforce that reflects the population it serves. In this program we explore the challenges and opportunities to transform the federal workforce and meet or exceed PMA workforce goals.
Appearing on this program with Mimi Geerges, Government Matters Thought Leadership Network:
- Gen. Larry Spencer, USAF (Ret.), Former Vice Chief of Staff, U.S. Air Force
- Kevin Brooks, Field CTO and Executive Strategist, Defense and National Security, ServiceNow
- Catherine Emerson, Chief Human Capital Officer, Department of Justice
- Jennifer Ackerman, Acting Chief Human Capital Officer, Department of the Interior
- Elias Hernandez, Chief Human Capital Officer, Small Business Administration
See omnystudio.com/listener for privacy information.
Join Fred Champlain (Agile Evangelist) and Doug Page on this podcast episode as they discuss Agile funding and how it compares to traditional finance operations.
Agile funding is a flexible budgeting model that allows businesses to respond to changing circumstances and invest or reallocate where the most value is achieved. With its value-focused approach, Agile funding aligns with the importance of enterprise agility and ensures the continuous delivery of value.
Listen to find out more about the objective of Agile funding, who the main stakeholders are, and how to transform your budgeting process from a traditional model to Agile.
To learn more, you can read our eBook Agile finance: Getting what you pay for or check out our blog.
See omnystudio.com/listener for privacy information.
In San Diego we introduced the Next Experience which made using the platform ever easier than ever. Today's guest takes us through some of the Tokyo features and beyond including a few tips that you may not know about.
Topics
- 00:00 Welcome/introductions
- 04:26 Introduction to Next Experience
- 06:03 Unified navigator
- 09:23 New Tokyo features
- 10:58 Blockers
- 12:59 Themes
- 13:54 Roadmap
- 15:17 Enablement
- 16:01 Words of advice
- 17:30 Contact info
- 18:00 Outro
Links
- Next Experience Center of Excellence
- Amanda's LinkedIn Page
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
In today's ever changing landscape, it's more important than ever to be able to adapt quickly to operational challenges. In this episode of the Innovation Today podcast, host Spencer Beemiller talks with Vamshi Rachakonda, Vice President and Sales Leader Capgemini Americas. The two will discuss how to stay at forefront of the strategic and operational challenges in pursuit of higher business goals.
See omnystudio.com/listener for privacy information.
In this episode, we will discuss User Experience (UX), User Interface (UI), and Human Center Design (HCD) which bring value to the customers and partners.
Arnold June is a Director of Design Programs. He focuses on design operations, and AJ Siegel is a Senior Staff Product Designer. He focuses on the workflow design studio in pre-sales organization, working directly with customers on unique innovations and digital transformation at the ServiceNow platform.
The Customer Connection podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.
Key highlights of the Episode:
05:33 Providing value to our customers and partners
06:21 User Experience (UX) plays an important role
07:53 Introducing user-centric design for ServiceNow customers
To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at cutomerconnection@servicenow.com.
See omnystudio.com/listener for privacy information.
From watching his Mum thrive in a supportive workplace, to being the leader that advocates and opens doors. From creating his first workflow for a friend's business in high school, to working for the World's greatest workflow company. The only thing that hasn't come full circle for Eric Swift is his golf game - that's only just beginning!
This podcast is hosted by the ANZ Women@Now leadership team. Make sure to connect with Kat and Eric to continue the conversation on the ANZ Women@Now LinkedIn group: https://bit.ly/ANZWomen.
See omnystudio.com/listener for privacy information.
Hear Matt Schmitt, Mission Account Manager, ServiceNow, and Dave McDonald, CIO – Plans and Programs, Naval Computer and Telecommunications Area Master Station, Pacific (NCTAMS PAC), as they explore how the command’s approach to modernization has been evolving to meet mission needs and mandates during the Defense One State of the Navy. McDonald will share how they are navigating the technological as well as culture aspects of modernization.
See omnystudio.com/listener for privacy information.
In this episode, Andy Ho – VP of Learning Experience and Innovation – joins us to discuss robots, virtual reality, and all the latest training innovations from the ServiceNow team.
If you want to find out more about Now Learning, click here.
Got a question or comment about the Accelerate Podcast series, email us at accelerate-podcast@servicenow.com.
See omnystudio.com/listener for privacy information.
Finding, recruiting, and retaining the right talent are top challenges for the Army. Listen as Dan Kunze, Mission Account Manager, ServiceNow, and LTC Kristin Saling, Director of the Commanding General's Innovation Cell, U.S. Army Human Resources Command, discuss how a people-first strategy drives recruitment and retention.
See omnystudio.com/listener for privacy information.
Buy vs. Build is a challenge every developer faces at some point. When it comes to automation and integration, it's good to know your way around the available options before making a decision that could potentially create technical debt. This episode's guest brings some light to the pre-built options for ServiceNow Automation Engine.
Topics
- 00:00 Welcome/Introduction
- 04:40 Defining Automation Engine
- 07:09 No/Low/Pro-code
- 09:49 Bullet 1: Spokes
- 13:13 Bullet 2: Flow templates
- 17:02 Bullet 3: Solutions
- 20:52 Bullet 4: Embedded solutions
- 23:20 Partner contributions
- 25:35 Roadmap
- 29:24 Words of advice
- 33:02 Contact info
- 33:36 Outro
Links
- Email michael.meiner@servicenow.com
- Developer Portal
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
In this episode, we will discuss the ServiceNow platform, Technology, and how customers can maximize the use of the ServiceNow platform.
Nick Tzitzon is a Chief Strategist and Corporate Affairs Officer who has worked in the public sector in the local government, state government, and then at the national level for the US government. He spent eight years at SAP, and then became the CEO of SAP and decided to become the CEO of ServiceNow.
The Customer Connection podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.
Key highlights of the Episode:
03:21 Best team-building activity.
04:10 Key differentiators for ServiceNow versus cloud-based software.
10:47 How can ServiceNow customers maximize the use of the platform?
To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at cutomerconnection@servicenow.com.
See omnystudio.com/listener for privacy information.
Some great advice from Alethea Murphy is to "step into things you're unsure of - you'll be surprised that you tend to swim rather than sink". But then she also enjoys swimming with sharks on the reefs of Ningaloo - so it's no surprise she's thriving in the fast-paced world of tech!
This podcast is hosted by the ANZ Women@Now leadership team. Make sure to connect with Kat and Alethea to continue the conversation on the ANZ Women@Now LinkedIn group: https://bit.ly/ANZWomen.
See omnystudio.com/listener for privacy information.
Join Fred Champlain (Agile Evangelist) and Doug Page on this podcast episode as they discuss the value of Scaled Agile Framework (SAFe) and how to launch a SAFe transformation in your organization.
Businesses have always been planning. However, as technology quickly evolves, organizations need to accelerate their processes to test, design, develop, and deliver software. SAFe enables organizations to be more efficient and deliver value faster to respond to volatile market conditions.
Scaled Agile Framework is a collection of organizational and workflow values, constructs, and practices used to implement agile practices at an enterprise level. By transforming the planning approach from traditional (waterfall) to Agile, businesses have shorter timeframes to build smaller amounts of work. This allows them to be more customer-centric by having more check-ins to ensure they’re building products that customers really want.
To learn more, you can watch our webinar Using the Scaled Agile Framework to drive global digital marketing. You can also read our eBook or blog to further explore SAFe.
See omnystudio.com/listener for privacy information.
As more organizations adopt low-code strategies and enable their citizen developers, governance and insight to the apps is critical. Today's guest shares her thoughts on one of our capabilities to help with that.
Topics
- 00:00 Welcome and introduction
- 04:35 What is AEMC?
- 07:11 Pipelines
- 09:19 Configuring pipelines
- 10:39 Installation and licensing
- 11:42 Controller instance
- 12:48 Cloning considerations
- 13:44 Roadmap
- 15:04 Words of advice
- 15:38 Contact info
- 16:20 Outro
Links
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
Her passions, her career, her podcast - everything about Tess Dunlop is the perfect blend of technical and human interaction. She loves the fast paced world of solution engineering to keep her on her toes - which are fortunately being kept toasty warm by her IOT-connected heater!
This podcast is hosted by the ANZ Women@Now leadership team. Make sure to connect with Kat and Tess to continue the conversation on the ANZ Women@Now LinkedIn group: https://bit.ly/ANZWomen.
See omnystudio.com/listener for privacy information.
With the NextGen program, ServiceNow provides access and opportunity to build new skills. Join us as we chat with the owner of the program and learn more by contacting NextGen@servicenow.com.
See omnystudio.com/listener for privacy information.
In this episode, we will discuss Customer Service Practice, which provides on-site support to customers' issues and also helps customers with domain separation.
Kirsten Brandenburg is the Director of Global ServiceNow CSM Centre of Innovation at NewRocket. She focuses on Field Service Management to help customers’ issues onsite. She also contributes to the Managed Service Provider industry, which allows data separation and segregation.
The Customer Connection podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.
Key highlights of the Episode:
03:15 What is NewRocket, and what do they offer?
06:52 Extensive Disney or Starbucks experience
09:31 Key players in breaking down barriers
To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, send us an email to customerconnection@servicenow.com
See omnystudio.com/listener for privacy information.
In June, 2022, the federal government announced that $100 million from the Technology Modernization Fund will be allocated specifically for projects that improve the citizen experience. The idea, according to the TMF’s board, is to improve the public’s ability to access and manage government services by delivering self-service digital tools and services and improving non-digital channels like customer call centers.
Featured Speakers: Jonathan Alboum, Federal CTO & Principal Digital Strategist, ServiceNow, Steven Boberski, Business Development Executive, Genesys, Jessie Posilkin, Customer Experience Portfolio Lead, Technology Modernization Fund, U.S. General Services Administration
See omnystudio.com/listener for privacy information.
Tokyo marks the fourth release for our App Engine Studio. What could we possibly add next? In this episode, I talk with Matthew Ripley about some of the new features in this release.
Topics
- 00:00 Welcome/introduction
- 05:02 AES Overview
- 07:52 Flow Designer integration to table builder
- 11:15 Formula builder
- 14:01 Template sharing
- 15:37 Notifications
- 17:19 AES Roadmap
- 23:57 Advice
- 24:23 Contact info
- 24:55 Outro
Links
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
She runs in the Singapore humidity, she bakes cakes, and she makes sure the people, the process and the plan across Asia Pacific & Japan are all humming along nicely - is there anything Jillian Wood can't do? Turns out there is: eat a whole biscuit, or agree with her partner on who should win the Bledisloe Cup!
This podcast is hosted by the ANZ Women@Now leadership team. Make sure to connect with Kat and Jillian to continue the conversation on the ANZ Women@Now LinkedIn group: https://bit.ly/ANZWomen.
See omnystudio.com/listener for privacy information.
The pandemic era of the past two years has highlighted the value of health IT. How have agencies been utilizing IT to improve health care and health care services?
During this exclusive edition of Federal Executive Forum, you will learn how top government technology executives are meeting the demands of the evolving IT landscape of health care.
See omnystudio.com/listener for privacy information.
In this episode, we will discuss Citizen’s Service Solutions, which provides emergency and non-emergency support to citizens.
Will Loving is the co-founder and the CEO of Servos. He focuses on implementing Citizen's Services Solutions on the ServiceNow customer workflow platform and leveraging his 30 years of SAP and other enterprise solutions implementation experience.
The Customer Connection podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.
Key highlights of the Episode:
05:42 How Servos enhances ServiceNow's offerings?
07:30 Various government projects and its experiences and benefits
13:20 Citizen-helping key players
To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, send us an email at cutomerconnection@servicenow.com
See omnystudio.com/listener for privacy information.
Siloed systems, manual processes, risk exposure, evolving ways of working: these are all challenges the IC faces when it comes to its technology. Tune in as ServiceNow thought leader and head of creator workflows, Gregg Aldana, and IC advisory solution consultant, Tyler Robinson, discuss these common challenges, and the future-forward thinking that’s going to help solve them.
See omnystudio.com/listener for privacy information.
One of the biggest announcements for developers in our Tokyo release is the update to our ECMAScript engine. Today's guest gives some inside information behind this update.
Topics
- 00:00 Welcome and introduction
- 05:57 Overview of ECMAScript 2021
- 09:04 Is this THE ECMAScript 2021?
- 11:02 Suggesting enhancements
- 12:35 The global scope
- 15:42 Where it's enabled
- 16:42 The roadmap
- 21:34 Contact information
- 22:16 Outro
Links
- JavaScript engine feature support
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
Like a scene from her favourite movie, Gen Fields' life has moved pretty fast through the corridors of Parliament House, but she knows "if you don't stop and look around once in a while, you could miss it". She's the first weight-lifting, hiking, yogi sloth solution-extraordinaire you'll ever meet!
This podcast is hosted by the ANZ Women@Now leadership team. Make sure to connect with Kat and Gen to continue the conversation on the ANZ Women@Now LinkedIn group: https://bit.ly/ANZWomen
See omnystudio.com/listener for privacy information.
Having a skilled and capable workforce is essential for mission success. However, attracting, training, and retaining the talent necessary is not easy. In fact, it's getting harder, as increased workloads lead to burnout, falling morale and lower employee engagement scores. What can be done? In this lightning keynote, you will hear from Kevin W. Brooks, Field CTO and Executive Strategist, Defense and National Security, ServiceNow, about strategies to better prepare the workforce of the future.
See omnystudio.com/listener for privacy information.
In this episode, we will discuss Customer Service Management, IVR, and KPIs that are really the key to customer service management.
Steve Zirkel is a Global Vice-President of Customer Service Management, where he works on creating value through technology innovations. He provides us insights into the SaaS industry and many elements of customer service technology, including customer service and marketing solutions.
The Customer Connection podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.
To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an e-mail to customerconnection@servicenow.com
See omnystudio.com/listener for privacy information.
Service delivery has a whole new meaning for Federal agencies thanks to Biden’s new Customer Experience EO. The end goal: eliminate friction in customer interactions with government organizations. This panel session with Robert Brown, Chief Technology Officer at USCIS Office of Information Technology / Management Directorate, Barbara Morton, Deputy Chief Veterans Experience Officer, Department of Veterans Affairs, and Venkatapathi Puvvada, Chief Executive Officer, NetImpact focuses on how government organizations can meet the goals outlined in the EO by using process automation and analytics, enhancing enterprise software delivery with low-code development, and revolutionizing citizen experiences.
See omnystudio.com/listener for privacy information.
The Tokyo release is here and it's time to find out what our developer advocates think are their favorite features – this time on Break Point.
Topics
- 00:00 Welcome and introductions
- 02:00 App Engine Management Center
- 04:18 Upgrade center/Upgrade plans
- 06:38 ECMAScript 2021
- 09:04 App template governance
- 10:58 Formula builder (with low-code editorial)
- 14:55 OAuth for non-admin users
- 16:49 Document Intelligence
- 20:13 Next Experience
- 22:45 Translated notifications
- 25:30 Honorable mentions
- 30:25 Words of wisdom
- 33:09 Outro
Links
- TechNow Ep 94: Take a look at the Tokyo release Now Platform features
- Tokyo Content Schedule
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
Do you know what an Impact Squad is? Find out from Sam Loveland, Vice President of Customer Success, how this team of experts helps customers accelerate their time to value.
Learn more about Impact here.
See omnystudio.com/listener for privacy information.
President Biden’s recent DEIA EO calls for the Federal workforce to act as a model for diversity and inclusion for organizations across the country. National Science Foundation’s Javier Inclán, GSA’s Traci DiMartini, and US Government Accountability Office’s Zina Daché Merritt, sit down with Karen Pavlin, Chief Equity and Inclusion Officer at ServiceNow at the Federal Forum to speak on cultivating environments of diversity in agencies.
See omnystudio.com/listener for privacy information.
In this episode, we will learn about Cask and discuss product management, process optimization, and development strategy from both the business and consulting perspectives.
Kylie Harris is a Workplace Service Delivery Leader and a member of the ServiceNow exclusive partner Cask, where she focuses on improving employee experience in the connected workplace.
The Customer Connection podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.
Key highlights of the Episode:
04:35 ITSM integration
07:35 Opportunities while working at 7 Eleven
10:00 What is Cask?
12:03 Workplace service delivery practice
To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, send us an email to cutomerconnection@servicenow.com.
See omnystudio.com/listener for privacy information.
Don't ask Kate Tulp to give up her customers, she might wrap you in a haptic suit and make you go a few rounds with Mike Tyson. For a self-described "unlikely candidate for a career in ICT", she's certainly proved herself and one very horrible boss wrong.
This podcast is hosted by the ANZ Women@Now leadership team. Make sure to connect with Kat and Kate to continue the conversation on the ANZ Women@Now LinkedIn group: https://bit.ly/ANZWomen.
See omnystudio.com/listener for privacy information.
As modernization mandates mount, Federal agencies have big shoes to fill in 2022. Hear Representatives Gerald Connolly, Derek Kilmer, and Jim Langevin address how they plan to support government agencies in executing these mandates, what future modernization efforts need to be achieved, and how to establish a secure and resilient Federal government.
See omnystudio.com/listener for privacy information.
In this episode, we chat about ServiceNow's new YouTube travel series where we experience the world with our colleagues and get to the heart of what connects us all. Check it out at OurWorldOurWork.com
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I love hearing our developers' stories about the different journeys they have taken in their careers and today's is no exception.
Topics
- 00:00 Welcome and introduction
- 03:32 Before ServiceNow
- 04:44 How did you get your start?
- 07:17 How has ServiceNow changed your career?
- 09:13 Career influence
- 10:57 Speaking at Knowledge
- 16:43 What do you like best about your job?
- 17:42 Words of advice
- 19:16 Contact info
- Outro
Links
- SN Devs
Check out the other ServiceNow podcasts.
See omnystudio.com/listener for privacy information.
As government leaders envision the future with increased cloud adoption, aging technology, and a higher demand for enabling access to systems via any device especially in this era, they need to ensure their networks and employees stay secure from growing outside threats. In this session, we offer a real-world example of how an agency is modernizing legacy applications and implementing a seamless zero trust cybersecurity strategy to combat these challenges. Hear from Gerald Caron, CIO at the Office of Inspector General - Department of Health and Human Services, and Ben de Bont, CISO at ServiceNow, address common roadblocks, explore adoption strategies, and discuss how zero trust is instrumental in strengthening cybersecurity.
See omnystudio.com/listener for privacy information.
Record numbers of prospective customers want fast, efficient help with investment and life event planning and they expect personalized, digital experiences. Join John Almeida, Global Head of Wealth and Asset Management at ServiceNow, and Steve Gresham, CEO of The Execution Project, as they discuss how Wealth and Asset Management firms can accelerate their digital adoption, so financial advisors can provide differentiated services combined with in-depth analysis and expert advice for all-round fulfilling customer experiences.
See omnystudio.com/listener for privacy information.
In this episode, we discuss the role IVR can play in simplifying entrepreneurial processes.
Denis Seynhaeve is the chairman and CEO of ServiceNow innovation partner 3CLogic. He shares his insights and discusses features of IVR that can prove helpful to entrepreneurs.
The Customer Connection podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.
Key highlights of the Episode:
04:36 What 3CLogic is and how it can benefit customers.
07:17 Partnership between ServiceNow and 3CLogic
08:46 Why voice is important for ServiceNow customers
14:53 What exactly is an IVR?
To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, send us an email at cutomerconnection@servicenow.com
See omnystudio.com/listener for privacy information.
How can government agencies leverage modern technology to carry out missions of any caliber? Hear from Lt. Gen. Rob Skinner, Director of DISA and Commander of Joint Force Headquarters-Department of Defense Information Network (JFHQ-DODIN), and Nick Tzitzon, Chief Strategy and Corporate Affairs Officer at ServiceNow, explore how to stay ahead of adversaries and reduce operational risk due to digital disruption, the pandemic, and high-profile cyberattacks.
See omnystudio.com/listener for privacy information.
It's 2022 and our UI/UX landscape continues to evolve and you've got questions like when to turn on our new UI or when it's best to use UI Builder vs Service Portal. Our guest today is here to help answer questions like this.
Topics 00:00 Welcome/Introduction 02:39 Considerations before activating Next Experience 07:04 Agent Workspace and Configurable Workspace 10:41 Using UI Macros & UI Pages 12:36 UI Builder product strategy 14:41 When to use UI Builder vs Service Portal 20:45 Next Experience roadmap 25:04 Where to learn about Next Experience 29:08 Brad's contact info 30:10 Outro
Links Now Learning CreatorCon Lab LinkedIn Email brad.tilton@servicenow.com Next Experience Community forum Twitter UI Builder Bytes
Check out the other ServiceNow podcasts.
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Join us as Aaron Fulkerson, General Manager of ServiceNow Impact, talks about the product with a mission and capability to accelerate the value of your ServiceNow investment.
See omnystudio.com/listener for privacy information.
To meet the requirements outlined in the President’s Management Agenda, government organizations must strive to strengthen and empower their workforce. But how do they get there? Hear from this panel of IT leaders from Department of State, Department of Defense Education Activity, and ICF, as they discuss how agencies can adopt hyper-automation technologies to transform the services and systems their employees rely on.
See omnystudio.com/listener for privacy information.
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
Your feedback helps us serve you better – please leave us a comment!
Subscribe to iTunes
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In this episode, we will discuss how Now Learning’s courses and certification programs can help you build your expertise and advance your career.
Amanda Johnson, a member of the ServiceNow Training and Certification Organization and Master Technical Curriculum Developer, provides us with insights into every phase of certification and training.
The Customer Connection podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.
Key highlights of the Episode:
04:20 Importance of the training and certification
08:14 How to structure and design your training
10:31 What point is training effective for the customer
To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, send us an email at cutomerconnection@servicenow.com.
See omnystudio.com/listener for privacy information.
It’s time to transform the future of work. The ServiceNow Platform delivers interoperability across the enterprise, applies hyper-automation, and modernizes legacy systems to strengthen and empower the Federal workforce. Hear from Kevin Haverty, Chief Revenue Officer, ServiceNow as he kicks off ServiceNow Federal Forum 2022.
See omnystudio.com/listener for privacy information.
Wealth and Asset Management firms are facing a shortage of key talent, making attracting and retaining the best and brightest people, a key management issue. Join John Almeida, Global Head of Wealth and Asset Management at ServiceNow, and Kerry Gross, Director of Research Intelligence at Arizent, as they share highlights from new research discussing how wealth and asset management firms can make their teams more attractive by digitally transforming operations to integrate front-to-back-office workflows and using state-of-the-art tools that eliminate manual processes and repetitive paperwork.
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One of the things that sets apart ordinary from extraordinary devs is the side projects they involve themselves with. Some may choose to learn a new language to satisfy a solve a personal interest, others may construct a server farm in their home to learn more about networking. Whatever the case, the outcome is almost always a direct benefit to their future career. Today's guest is going to share with us some of his personal projects and how they have affected him.
Topics 00:00 Welcome/Introduction 04:23 Superhero power 05:29 How Jace got started with ServiceNow 07:44 news.jace.pro 13:29 Jamstack 15:33 News with Jace 22:14 Lessons learned 27:32 Words of advice 29:30 Contact info 30:19 Outro
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Mike Rohde, Deputy CISO – Federal at ServiceNow, and Troy Schneider, President at GovExec 360, discuss how agencies should plot out their Zero Trust journey based on understanding their starting point. They discuss the importance of inventory, visibility, and interaction in realizing the promise of Zero Trust.
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In this episode, your co-hosts chat with Will Giammona, Senior Director Certification and Recognition Programs at ServiceNow. Will joins us to tell you about starting your path to certification by signing up for the ServiceNow Fundamentals On-Demand Course, complimentary with the Certified System Administrator Exam Voucher until August 31st, 2022. Don’t miss out on this great opportunity to grow your ServiceNow skills and advance your career.
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Many Navy stakeholders and business units have unique issues or gaps that are not sufficiently supported by current or existing functionality, including the need for timely and relevant insights and data. Situations like these call for rapid development of focused, data-driven metrics and visualizations. The Navy would benefit from a more clearly defined process by which business units can incubate and execute digital solutions.
Hear Captain Mike ""Moe"" O'Leary, Chief Digital Transformation Officer, Chief of Naval Operations Office, and Alex Beachy, Account Executive, ServiceNow, discuss mission-focused app development for US Navy stakeholders and business units.
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We all know the ServiceNow ecosystem needs more developers and admins. Well, this time I talk to someone to share information about a program that can change the lives of your friends and family.
Topics 00:00 Welcome and introductions 02:46 NextGen program overview 05:48 Program structure 08:51 Approach 12:24 Communities 13:27 Resources 14:59 Listener action item 16:14 Backgrounds 19:54 A little history 20:52 Instructors 22:13 Contact info 23:26 Outro
Links Email tracy.miller@servicenow.com NextGen Program application NextGen Email nextgen@servicenow.com LinkedIn
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Across the DoD, organizations are looking for ways to improve efficiency in all kinds of tasks, from the mundane to the mission critical. Hear from tech leaders about their successes and challenges modernizing how work gets done.
Featured Speakers: Dave McDonald, CIO, NCTAMS Frank Hudson, Chief Technology/Data Officer, PACAF Col Peter Chiou, Chief, Integrated Warfighting Network, USAF LTC Woody Caulder, INDOPACOM
Moderated by: Kevin Brooks, Field CTO and Executive Strategist – Defense and National Security, ServiceNow
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Whitney Anderson, a customer care vendor manager, and Terrance Pleasant, a CX project manager, talk to us about the overall implementation process of ServiceNow’s Customer Service Module (CSM).
The Customer Connection podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.
Key highlights of the Episode:
06:56 - ServiceNow CSM implementation
10:20 - The Medallia integration and its customization
13:41 - The customer service portal and 3CLogic implementations
18:39 - Instant wins after the implementation
To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at customerconnection@servicenow.com.
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Operational technology supporting Industrial Control Systems challenges traditional operations management teams.
To support modernization efforts, operators need visibility into their OT and ICS environments. Having this visibility helps them create upgrade paths of supporting hardware and software. More importantly this data helps them determine when devices have vulnerabilities that increase their environment risk posture and provides a path toward mitigation.
This session, presented by Bill Musson, Advisory Solution Consultant, ServiceNow, provides an understanding of OT & ICS environments and how the ServiceNow platform in conjunction with our operational technology capabilities provides solutions which enable customers to operate efficiently and proactively manage their environments.
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Often times, the first thing a potential employer learns about you is by looking at your resume. In this episode, I'm joined by a special guest to discuss some basic ways to make your resume more effective.
Topics 00:00 Welcome/Introduction 01:25 Starting with the basics 10:43 Does it belong? 19:25 Source material 25:54 Not a lot of experience 29:03 What are the goals 32:27 Social media 40:04 Contact info 40:33 Outro
Links Sample resume LinkedIn Twitter YouTube
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In this episode, your co-hosts chat with Ken Sheridan – a ServiceNow employee – who leveraged Now Learning and the ServiceNow Community to get him from the Marine Corps to becoming a Senior Software Development Engineer at ServiceNow.
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Every mission, whether operational or business, does not stop being digital at the tactical edge. Hear from Alex Beachy, Navy Account Manager, ServiceNow, and learn how to empower teams on the tactical edge to perform their core and essential mission, business, and personal digital work in connected AND disconnected modes, using the same user interface, on any device.
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In this episode, we bring experiences from Maik Skoddow, a 2022 ServiceNow Community MVP, who has answered 7500 questions on the ServiceNow Community and has helped many solve their implementation challenges. Maik shares his experience on why implementors should leverage the ServiceNow community and how they can make the best use of it to get the solutions quickly. He also explains getting involved with the Now Community, his process around creating knowledge source documents, and how someone can get started with the community today.
The Customer Connection podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.
Key highlights of the Episode:
05:11 - Maik's approach to working with ServiceNow developers
06:34 - The Idea behind the knowledge source document
08:21 - The importance of the knowledge source document
09:28 - The Content Creation Process
To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at customerconnection@servicenow.com.
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Agencies have been working on improving how they deliver services to citizens for a number of years. While progress has been made, there is still much more to do. With the PRESIDENT’S MANAGEMENT AGENDA and the EXECUTIVE ORDER on Transforming Federal Customer Experience and Service Delivery to Rebuild Trust in Government, the federal government is making a strong statement on their recommitment to being “of the people, by the people, [and] for the people.” Learn how ServiceNow is digitizing and delivering word-class customer experiences today at a variety of agencies featuring omni-channel solutions, and what is in on the Horizon.
Hear from Justin Brooks, Director, Customer and Industry Workflows, Federal, ServiceNow, as he discusses: The President’s Executive order on CX Where ServiceNow is delivering modernization for government to deliver services to their customers What’s next for ServiceNow in Customer Service Management
Click here to watch this session on-demand.
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Have you ever wanted to ask a CEO what they look for when hiring developer talent? Our guest today gives us HIS insight on this and more.
Topics 00:00 Welcome/Introduction 04:03 Going from Architect to CEO 06:44 Basis for success 09:57 Words of advice 16:59 About experienced full-stack developers? 19:35 What skills does a CEO look for 22:29 Career highlight 25:37 Contact info 26:10 Outro
Links Email info@glidefast.com YouTube LinkedIn
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Technology has transformed healthcare and clinical research in extraordinary ways. It has also created some of the biggest challenges as beneficiaries, providers, and researchers must navigate many systems in the service delivery lifecycle. Hear from Chris Anello, Federal Healthcare Solution Consulting Leader, ServiceNow, and learn how ServiceNow empowers healthcare organizations by integrating workflows to streamline operations, manage assets, deliver a human-centered experience, and reduce security risks.
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In a new era of digital business, staying ahead of the competition looks very different than it did previously. There are new pressures on innovation, operational excellence, and employee experience that have increased the competitive stakes. Transformational leaders are beginning to employ a business strategy called hyperautomation to deliver on these outcomes.
At the same time, we find ourselves in a new, exciting era of intelligent automation technology that promises to not only democratize automation for everyone, but also maintain healthy IT governance, all while delivering a better employee experience. Is this too good to be true?
Join Jason Bloomberg of Intellyx and Derek Birdsong from ServiceNow as they discuss a practical approach to adopting hyperautomation, including: What is hyperautomation, anyway? Does hyperautomation help with digital transformation? Is this any different from the ERP and BPM eras of automation? How do enterprises get started on a path to achieving hyperautomation?
SPEAKERS:
Jason Bloomberg, President of Intellyx
Derek Birdsong, Director of Product Marketing, ServiceNow
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This podcast episode provides profound insights into ServiceNow implementations in process and risk management and ingeniously architecture to cater to business needs.
David Farrell, Director of leading practices for technology workflows, shares his experience with ServiceNow Implementation Partners to help their customers and partners deliver successful implementations and get to value fast by publishing specific process guides and other leading practice content.
The Customer Connection podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.
Key highlights of the Episode:
00:44 - David’s background and how he got into ServiceNow Workflows
07:26 - ServiceNow implementation journey
09:38 - Challenges in creating value for the customers
11:56 - Unique characteristics of Now Creates leading practice content
To learn more about the implementation and adoption of the ServiceNow Platform, subscribe to the Customer Connection Podcast on Apple Podcasts or wherever you listen to podcasts. For feedback, please send us an email at cutomerconnection@servicenow.com.
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Looking at the current state of technology in the IC through the lens of the past, ServiceNow’s Kevin Brooks, Field CTO and Executive Strategist for the DOD at ServiceNow, explores how eliminating silos has been a longtime aspiration of the IC. While progress has been made since the release of a Bush-era report recommending the IC use technology to transform how it works, the silos that remain challenge the IC to make full use of powerful new technologies.
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Being your authentic self at work is important, and showing it can really open up career opportunities for you. Our guest today has some stories about how this worked for her.
Topics 00:00 Introduction/Welcome 05:15 How she found ServiceNow 07:49 How ServiceNow changed her career 12:00 Tips on doing demos 15:40 It’s all about the audience 16:28 What do you do? 18:46 Dealing with assumptions 21:14 The best part of the job 25:24 A tough challenge 31:28 Words of advice 36:44 Outro
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In this episode, we will see how Now Create is helpful for every persona involved in the planning and delivery of a ServiceNow implementation project.
Sandra Gagnon, Director of Content Production and Creator of the Now Create Methodology, provides us with insights into all touchpoints in the implementation journey.
The Customer Connection podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood, and Nick Derbawka.
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Hear from Kevin Adler, US Army Digital Transformation Advisor, ServiceNow and Doug Rezabek, Director of Strategic Initiatives, SOFtact Solutions, as they discuss the Army Maintenance Application, known as ArMA, and uncover how the US Army deployed a modern application in 12 weeks to service soldiers and their families living in Army housing units.
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In the final episode of this 2-part series, your co-host continues her conversation with the Engagement Manager at the center of the project for the vaccine solution implemented by the New South Wales Health department.
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Hear Jonathan Alboum, Federal CTO and Principal Digital Strategist, ServiceNow, as he joins La'Tanya Burton, CIO, NIAMS and Mike Tartakovsky, CIO, NIAID, as they discuss individual missions and shared priorities in healthcare, public health, research, and more.
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One question we get a lot is developers asking for a roadmap to success. My guest this time gives his insight to how you can get there… and it may not be the answer you expect.
Topics 00:00 Welcome and introduction 07:06 The mythical roadmap 08:34 The fallacy of the golden path 10:47 The fallacy of the “efficient learner” 12:36 The necessity fo failure 16:13 The fallacy of future maximization 17:36 Niches are riches 20:50 The volume of space 27:01 Just Build It 29:00 Recognizing the problem 36:13 Infinitely transferrable 39:01 The legend of Ana Tomboulian 40:16 Words of advice 43:33 Outro
Links LinkedIn Website Twitter Email rob@theduke.digital
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Experience Design is crucial in delivering and driving value for ServiceNow Customers.
Victor Chan, Product Success Architect, shares his experience with ServiceNow Implementation Partners to help them craft their own signature experience design and delight the customers in the first pass.
The Customer Connection podcast helps you learn the implementation and adoption of the ServiceNow platform. This show is led by a Customer Experience Expert and Director of Customer Workflows, Jerry Campbell, and the Portfolio Managers, Gareth Millwood and Nick Derbawka.
Key highlights of the Episode:
03:09 - Victor’s background and how he got into Product Management
05:08 - Delivering and driving value for ServiceNow Customers
06:48 - Experience Design at ServiceNow
09:54 - The biggest challenge with Experience Design
13:52 - One piece of advice for the Implementation Partners
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Digital transformation is a critical focus across DoD. Simply implementing modern technology alone is not the answer to building a ready force. The force itself has to be closely considered and involved. Attention must be paid to how end users want and need to interact with systems and the data they hold.
Click here for the video recording: https://www.youtube.com/watch?v=J8t_Qyj_T7o&list=PLkGSnjw5y2U53pWSEoL5ucA93AfI2iltQ&index=2
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This is part 2 of the CIO priorities podcast with Khalid Kark where we’re discussing emergence of Service. Download this 5 priorities infographic to get actionable guidance.
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Listen to this fascinating on-demand fireside chat featuring CISA Chief of Staff Kiersten Todt, Suzanne Spaulding from CSIS, and ServiceNow's Nichole Francis Reynolds as they explore the evolution of the DHS cybersecurity mission, public-private partnership to enhance critical infrastructure protection, and the importance of a diverse and inclusive cyber workforce.
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In part 1 of this series, join your co-host as she uncovers how the Health department of New South Wales, Australia was able to stand up a Vaccine Administration Management solution in record time with the help of a dedicated ServiceNow Expert Services team.
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What do you do when you've got an application that only works under human power? It's got no APIs, yet you still need to automate a process involving this software. Well, we've got an answer for you on this episode of Break Point.
Topics 00:00 Welcome/introductions 03:15 What is RPA Hub 06:07 Components of RPA Hub 08:33 The ServiceNow instance 11:35 Communications between instance and bots 15:30 Example use cases 19:01 The roadmap 23:31 Contact info 24:04 Outro
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The old saying, “make new friends, but keep the old. One is silver and the other gold,” can be applied to how we work with data. Agencies need to make the most of the legacy investments in the technology and systems that hold troves of valuable data. At the same time, those agencies are looking to (and being asked to) move to a more anticipatory style of service – seeing citizens as customers and meeting their expectations for personalized and efficient service. This session will discuss how to make data available to new AI and Machine Learning technologies to power decision making with contextual insights that are hidden in current data stores.
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In this first episode of 2022, we start by talking CIO priorities with Khalid Kark. We’ll recap 2021 in part 1 and where CIOs are heading in 2022. Stay tuned for part 2, where we’ll talk about the emergence of Service Operations and autonomous teams. Also, download this 5 priorities infographic to get actionable guidance.
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The current volume of work and changing landscape of the Intelligence Community mission has meant that systems, people and processes must be able to quickly adapt. In the simplest terms, agencies must be able to do more with less to respond at the speed of mission.
Doing more with less can be achieved through the combination of technology, people and processes – no more and no less. Using automated workflow technologies is about enabling the execution of work at a faster pace, deriving insights into the data and process to produce more powerful results, and enhancing the digital experience. This session will focus on the importance of automation and workflow connecting disparate tools (legacy and new) and offices in a way that supports how the IC workforce works and meets the need to do more with less.
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Join us for a bonus episode celebrating the launch of the Now Platform San Diego release. You’ll hear about the Next Experience UI and Customer Service Management (CSM) and Field Service Management (FSM) highlights from one of our portfolio experts.
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Want to reduce maintenance time on your instance changes? Data-driven design is the key. Julia Perlis joins me to talk about decision tables and the updates to Decision Builder in the San Diego release.
Topics 00:00 Welcome/Introductions 04:22 Decision tables 14:29 Before decision tables existed 16:28 Decision Builder 21:20 Compatibility 23:10 V2 Availability and features 28:29 The roadmap 32:36 Contact info 33:43 Outro
Links Email julia.perlis@servicenow.com Academy Session #10: Getting Started with Decision Builder Decision Builder with Julia Perlis - Creator Toolbox LinkedIn Profile
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For years the government has struggled with information silos. In the final episode of the Transforming Government Experiences podcast, James Hanson, group publisher for Federal and Technology Markets at GovExec, speaks with ServiceNow’s Global Head of State, Local and Regional Government Solutions Tom Yeatts, and Enterprise Architect John Spirko, about how to break down these silos, update information sharing and improve how government does business.
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In this episode, your co-hosts chat with a Now Learning expert to uncover all the new functionality available in the Now Learning platform.
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Constituents often reach out to the government when seeking assistance. But contacting the right person can be a challenge. In this week’s episode of the Transforming Government Experience podcast, James Hanson, group publisher for Federal and Technology Markets at GovExec, sits down with ServiceNow’s Field Chief Technical Officer for State and Local Government, Chris Dilley, and Federal CTO Jonathan Alboum, to discuss the current challenges facing constituent services, how agencies can improve and the importance of good customer service.
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In this episode, a colleague in Hong Kong boldly shares her experiences in caring for her own mental health. She’ll first lead us through a powerful guided meditation. Then we’ll hear about her journey with clinical depression, how she took control of her life, and how she uses her story to help others care for their own mental health. We share this conversation to make space for all of us to consider our own mental health, seek help when needed, and ultimately create a better workplace.
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With so many new features and enhancements in the San Diego release, it's easy to miss some of the things in the tools we use every day. Join me as I talk to Chairng Lin, Sr. Principal Product Manager at ServiceNow about the developer tools and what's new in San Diego.
Topics 00:00 Welcome/introductions 03:18 Application authoring and deployment 06:08 Migrate legacy apps to leverage CI/CD 09:31 Diff based updates 11:30 On-prem app repo 13:07 Studio updates 15:17 Clone Management Console 19:48 ATF Updates 23:39 Future roadmap 25:22 ServiceNow hosted browsers 28:39 Next Experience and ATF 29:54 Upgrade plans 32:13 Contact info 33:27 Outro
Links LinkedIn Email: chairng.lin@servicenow.com
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Employees are the lifeblood of any organization. In this week’s episode of the Transforming Government Experience podcast, James Hanson, group publisher for Federal and Technology Markets at GovExec, chats with ServiceNow’s Principal Digital Strategist for DoD Kevin Brooks and the Intelligence Community and Senior Principal Product Success Manager for Employee Workflows, Kevin Hall, about the President’s Management Agenda Vision.
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In this episode Lisa Wolfe speaks with ServiceNow’s Client Executives Judy Biondo and Joe Fox who share best practices on how they guide global enterprises to achieve successful employee and IT digital transformation and how you can do the same.
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Brush up on your knowledge of the public sector landscape this year by tuning into the Transforming Government Experience podcast. Over the course of four episodes, host James Hanson, group publisher for Federal and Technology Markets at GovExec, is joined by a medley of experts from ServiceNow that are willing to share advice on how federal leaders can prepare for the year ahead. This week’s topic: The Cybersecurity Executive Order.
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When we started this podcast we never really introduced ourselves. We just started talking about stuff right out of the gate. So we got together to talk about who we are, where we’re from, and all that jazz. It was fun and we actually learned a few things about each other.
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Nerys Mutlow, Evangelist in the Chief Innovation Office for ServiceNow, chats with Ollie O’Donoghue, Senior Analyst at Teknowlogy, about ongoing transformation within businesses, why digital innovation journeys are continuing at a fast pace and what kinds of transformation can be expected in the year ahead.
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The world of work is changing. Companies are inviting employees to bring more of their whole selves to work. And we are all complex individuals with myriad thoughts, feelings, opinions, and beliefs. What happens when we don’t agree with each other or with company policies? Today…we go there…in hopes of learning to hear each other better.
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Hey Fladvocates – Are you ready? Flow Designer has several new features in the San Diego release and I've got a product manager making another appearance to tell us all about it in this episode.
Topics 00:00 Welcome/Introduction 03:42 Error Handling 10:03 Save as template 16:38 Flow Diagrammer 24:08 Roadmap 35:26 Contact info 36:13 Outro
Links LinkedIn Email Twitter @bimschleger
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In this episode, your co-hosts chat with the platform owner of long-time customer Becton Dickinson. Tune in to find out how training and certification and expert services have helped BD grow the value of its existing ServiceNow applications. And listen to our guest share her experience with leading practices, tools, and product documentation and pass on advice for other customers embarking on a ServiceNow implementation project.
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In this episode of Inside Work, we continue the conversation about the deeper meaning behind our work. We all take different paths to finding a career that works for us. We hear from a few colleagues about what guided them down their path.
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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
Your feedback helps us serve you better! Did you find this podcast helpful? Please leave us a comment to tell us why or why not.
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In the relentless race for innovation, how can tech companies streamline what they do and overcome the hurdles of operational complexity to drive faster time to market? In this episode, John Spencer speaks to Rohit Batra, VP and Head of Product, Telecommunications, Media and Entertainment, ServiceNow, about the need for speed in the XaaS era.
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Every six month's ServiceNow has a new major family release and as developers, you've got early access to these releases. Well it's that time of year again when we explore the cool new toys you get to explore. Join Andrew Barnes and me as we discuss a few of our favorites in the San Diego release.
Topics 00:00 Welcome/introduction 05:06 Application Templates 10:02 Form builder 12:16 PAD and Decision Builder 15:23 UI Builder JSON Editor 18:35 UI Builder Repeater 19:58 ATF Breakpoints 24:22 ATF pause before rollback 26:02 Catalog order guide sequencing 27:15 Studio stashing improvement 29:34 Studio app repo improvement 31:06 Flow Designer 33:05 Flow Diagrammer 35:57 Flow try/catch 37:42 Integration Hub Imports Excel in AES 39:58 Next Experience 46:09 Contact info 46:27 Outro
Links LinkedIn Mail - andrew.barnes@servicenow.com Twitter
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In this episode, learn about a brand new set of leading practice resources including reference architectures, and leadership insights designed to help you get value from ServiceNow solutions.
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SN Utils is a very useful Chrome extension that provides ServiceNow developers with several useful utilities and shortcuts. On this episode of Break Point, I sit down with the author to get some inside information.
Topics 00:00 Welcome/introductions 06:44 What is SN Utils? 09:55 Was this your first Chrome extension? 10:57 Chrome extension dev process. 12:55 Arnoud’s dev ops 16:01 Introducing sn-scriptsync 17:27 Comparing sn-scriptsync with ServiceNow Visual Studio Code Extension 20:59 Maintenance and staying up to date 24:34 Arnoud’s favorite SN Utils feature 27:07 Underdog feature 30:44 How can we get these standard in the platform? 31:50 What’s on the roadmap? 34:41 Where to find SN Utils and sn-scriptsync 37:10 Outro
Links Website: Arnoud Kooi Twitter SN Devs Slack
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The journey to become a ServiceNow Developer can take a number of paths and result in a variety of destinations. In this episode, I talk to one of my closest friends and fellow ServiceNow coworker about his adventures.
Topics 00:00 Welcome and introduction 01:22 A look at CloudLabs 06:15 Kreg’s personal profile 08:23 Recent promotion 09:17 Kreg’s origin story 15:51 Typical work day 16:48 Best part of the job 18:30 Career transformation 20:56 What’s next? 25:14 Career highlight 26:48 Words of advice 28:28 Contact info 30:03 Outro
Links LinkedIn Technorama Podcast Twitter The Topic is Trek Podcast
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Becoming a ServiceNow developer MVP can be a significant accomplishment in your developer journey, but just how does one become a ServiceNow developer MVP and why?
Topics 00:00 Welcome/introduction 01:02 Benefits of being an MVP 03:55 What it takes to be an MVP 06:53 Timing and scale 09:53 Where to find out more 11:20 Where to find Brad 11:35 Outro
Links Developer MVP 2022 Call for Candidates
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Do you need to have a ServiceNow certification to get a job in the industry? And if so, how many and which ones? The answer may surprise you. Brad joins me again for another thoughtful conversation on ServiceNow certifications and experience. Topics 00:00 Welcome and introductions 01:19 Where to find certifications, the CMA and CTA 06:08 Why would someone want a certification 09:13 Show your experience 16:16 Coming up 16:39 Outro
Links https://github.io https://nowlearning.servicenow.com https://linkedin.com
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In a world of disruption, agencies need the digital tools that will allow them to weather rapid change. We sat down with Joshua Bateson, a Director of Solution Consulting at ServiceNow in Australia, to discuss how agencies are approaching digital transformation among disruption, and what efforts are making the biggest impact.
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ITBM Hybrid Project Management (HPM) allows you to combine more traditional and Agile development practices to best accommodate varied project requirements and business circumstances. In this episode, find out how a new Now Create success pack can help you deploy this solution.
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One of the strongest assets ServiceNow has is its community – and we mean MORE than just the online forums. In this episode, Brad and I discuss the value of community and how you can be a part of this extraordinary family.
Topics 00:00 Welcome 00:51 Community resources 08:48 Etiquette and good questions 14:42 Giving back 17:50 Benefits of community 21:07 Coming up 21:22 Outro
Links Developer meetups Twitter Developer Portal LinkedIn Knowledge/CreatorCon SN Devs Slack
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Saying "I want to be a ServiceNow Developer" is like saying "I want to be a Doctor" or "I want to work in construction". That's too broad! Brad and I discuss why this is a problem and how you can fix it to ensure your ServiceNow Developer career is satisfying and rewarding. Topics 00:00 Welcome 00:53 Why is being non-specific a problem and what you can do? 04:22 The process angle 07:06 Personal projects 09:46 Keep a portfolio 12:16 Next episode info 12:33 Outro
Links Developer Portal GitHub
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After years of needed to be present in an office to be considered productive, the way work gets done in government has fundamentally changed. But is the new, hybrid workforce model here to stay? We sat down with Alethea Murphy, who runs the Public Sector and Higher Education business at ServiceNow in Australia, to discuss the future of adaptive workplaces in government.
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In this episode of Inside Work we explore the deeper meaning behind our work. Of course, most of us are working to get a paycheck, but what else do we want to get out of our work? How does our relationship with our work impact our happiness? We talked to some colleagues around the world to see what drives them and to reflect on why we work.
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A Chinese proverb states that the journey of 1000 miles begins beneath one's feet. Becoming a ServiceNow Developer may seem like a 1000 mile journey to some. Brad Tilton joins me again to help you find out how to take those first few steps. Topics 00:00 Welcome 00:52 Where to start and fundamental skills 04:19 Brad's resources 07:26 Chuck's resources 09:00 Recognized opportunities & community 13:26 More about the developer Site 15:44 What's next 16:07 Outro
Links Learn JavaScript on the Now Platform Developer Portal YouTube: ServiceNow Essentials Training/Now Learning YouTube: User Interface
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This is the first episode in a series to help you on your journey to becoming a ServiceNow Developer ServiceNow. Sr. Developer Advocate Brad Tilton joins me to explore the various resources and paths you may take. This episode explains what a developer is and serves as an overview for the rest in the series. Topics 00:00 Welcome and introductions 03:13 What is a ServiceNow Developer? 07:09 Other parts of this series 08:14 Outro
Links Developer Portal
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Listen to my guest describe how the ServiceNow Assure program allows you to blend the expertise from your chosen partner with the guidance from our own Expert Services professionals to successfully implement your project.
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This Defense One State of Defense session features a discussion with Glenn Jones, ACIO, NSWC Dahlgren Division, as he shares his experiences with modernizing NAVSEA/NSWC Dahlgren Division processes via digital, integrated workflows that provide enhanced data visibility and improved efficiency. Learn about his successes and lessons learned and how other DoD organizations can apply the same approach to create a modern IT environment to deliver a competitive edge and 21st century readiness.
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Hear from ServiceNow’s Shawnna Hoffman, IT Transformation Solution Sales Manager and Professor Derek Reveron, Chair of the National Security Affairs Department of the US Naval War College, as they discuss lessons learned from previous cyberattacks and hear best practices for managing cyber risk and analyzing weak links in your supply chain.
*Comments are not reflective of official U.S. Government, DoD, Navy, or Naval War College views.
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If you're still wondering if your career choice of ServiceNow can change your life – well wonder no more because my guest on this episode of Break Point has a great story to tell. Topics 00:00 Welcome and introductions 08:29 Sex, Drugs, and Rock & Roll 13:48 How has ServiceNow changed your career? 17:32 What does a typical day look like for you? 20:23 What do you like best about your job? 23:17 What do you want to do next? 24:17 Never have I ever... 28:45 Advice for new developers 33:29 Contact info 34:11 Closing (and don't skip the outtakes)
Links LinkedIn Twitter
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Part 2 of the Panel Discussion: Transitioning Out of Military with ServiceNow and USO.
Bob Osborn, CTO Global Governments at ServiceNow and Alex Beachy, Enterprise Account Executive at ServiceNow, discuss tips and tricks for transitioning out of the military.
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The personalization trend being driven by online retail, streaming media and other industries is also a front-of-mind issue for banks and credit unions.
Greg Kanevski, global head of banking at ServiceNow, discusses a personalization strategy for financial institutions that has an optimal mix of people and technology.
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Part 1 of the Panel Discussion: Transitioning Out of Military with ServiceNow and USO.
Bob Osborn, CTO Global Governments at ServiceNow and Alex Beachy, Enterprise Account Executive at ServiceNow, discuss tips and tricks for transitioning out of the military.
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James Neale is probably best known for his popular ServiceNow add-on Xplore, however there's more to the man. Have a listen and find out how his career and life have been transformed in the past few years. Topics 00:00 Welcome and introductions 10:18 How did you get your start in ServiceNow? 11:38 How has ServiceNow changed your career? 12:40 How did ShareLogic come about? 15:15 A little bit about Unifi 17:13 The origin of Xplore 20:40 James' most underutilized feature of Xplore 23:24 What are you passionate about? 24:32 Promo 25:31 Never have I ever... 34:11 Advice for new developers 40:14 Contact info 41:01 Outro (don't miss the bloopers)
Links Twitter Download Xplore LinkedIn
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In this podcast series, ServiceNow’s John Asquith speaks with government experts, examining a few of the major forces impacting government today. Together they explore how agency leaders are driving digital initiatives to meet today’s internal and external challenges.
Citizens and customers want their government experiences to be smoother, more integrated, and faster. Long delays and in-person processes are fading (especially in the light of the pandemic). In this episode, John speaks with Paul Starmans and explores how governments can move fast and not just respond to people’s needs but anticipate them.
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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
Your feedback helps us serve you better! Did you find this podcast helpful? Please leave us a comment to tell us why or why not.
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Join us for Part Two of a recent GovExec conversation on The American Rescue Plan (ARP) to hear federal technology leaders discuss challenges and best practices for changing the way agencies think about legacy systems and creating a more efficient government.
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Listen to a recent GovExec conversation on The American Rescue Plan (ARP) to hear federal technology leaders discuss challenges and best practices for changing the way agencies think about legacy systems and creating a more efficient government.
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Listen to Deloitte’s Global GBS leaders talk about the global trends within the GBS market and how GBS on Now will define the new experiences for GBS leaders in enhancing the User Experience and breaking the silos within multifunctional organizations.
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Take a listen to learn about the powerful implementation assets available to you in Now Create.
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In this episode, Karlis Peterson and Matt Morris join to continue the AIOPs discussion and get deeper into different use cases to reduce event noise utilizing correlation techniques. Also, check out the new Tag-based alert correlation capability in ServiceNow Store.
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We continue our series on effective presentations. We'll share our top 10 common mistakes people make while presenting and how you can avoid them to give you a better chance of people receiving your message. Topics 00:00 Welcome and introductions 03:17 Presenting in edit mode 06:44 Doing demonstrations poorly 11:25 Turning your back 15:39 Lack of practice 18:58 Reading the slides to the audience 21:22 Lack of confidence and energy 24:07 Turn off notifications 27:23 Mistakes with virtual presentations 29:24 Mistakes with hybrid (in-person and remote) 33:28 Boring PowerPoints 38:04 Starting and ending late 40:55 Contact information 41:23 Outro and outtakes
Links Certified Master Architect/Certified Technical Architect programs Contact Julian Mills: julian.mills@servicenow.com
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The nature of the workplace is changing. The pandemic and the response to it has led for a need to find better ways to address employee well-being. We’re interacting with one another in new ways and organizations need to ensure that the culture and expectations can continue to be cultivated and enforced in the new hybrid environment. Hear how ServiceNow's Kevin Brooks, Principal Digital Strategist – DoD & US Intelligence Community, spoke about this at the recent ACT-IAC CX Summit.
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Join Anna Kotliarevskaia (Sr. Principal Product Manager) and Andy Jordan on this podcast episode as they discuss the value and importance of developing better dynamic strategy management with roadmaps.
The world’s changing. Fast. And organizations have to keep up, or risk falling behind and losing out to their competitors. That need to evolve rapidly is driving a lot of activity – agile transformations, organizational agility, digital transformations and so on. But even as things change rapidly, they have to change in accordance with a plan. Organizations have to know what they need to do and how they need to do it. The challenge is, keeping that plan up to date in this fast-paced environment.
Enter the roadmap. An increasingly popular tool in organizations today that supports comprehensive planning easily. It is easy to adjust, simple to understand and fast to update. It can be communicated to all stakeholders without the need for a detailed explanation, and it can support everything from the current goals and objectives to the long-term vision.
You can also attend the webinar Oct 7, at 9 am PDT/ 12 noon EST to learn more. Register here: https://info.servicenow.com/WBR-ITBM-StrategyMgmt-07OCT21-AMS_LP.html
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Hear from Dan Kunze, Mission Account Manager - Army, ServiceNow, about how ServiceNow delivers capabilities through our cloud-based platform that accelerate innovation across the Army in this session from the 2021 Defense One State of Defense Digital Series.
The NOW platform offers a platform of action that delivers enhanced data visibility, improves inefficient, manual, or otherwise outdated workflows, and allows the Army to meet the challenges of the modern world and keep its competitive edge when it comes to delivering 21st century readiness. With ServiceNow’s support, the Army can improve how it plans, sources, and delivers mission information, materials, personnel, and systems to meet the Army’s strategy for readiness, modernization, and reform.
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ServiceNow may not be the first thing you think of when you hear the words "Open Source". Have a listen because my guests will tell you how you can share work and contribute to open source projects using your favorite platform. Topics 00:00 Intro and welcome 02:48 Hacktoberfest overview 04:55 Things to work on 12:08 Getting started 16:55 Prior projects 18:11 Your own new ideas 19:39 Contact info 20:14 Outro 21:06 Outtakes
Links Git Repo: Code snippets SNDevs Slack Git Repo: Instance Scan Checks Digital Ocrean Hacktoberfest page
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Forrest Knight joined us this week to discuss customer challenges around application delivery and how Lightstep solves it via Observability. And, check out this excellent overview of Lightstep by Forrest.
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Listen to ServiceNow's Mike Rohde, Deputy Chief Information Security Officer – Federal, Office of the CISO as he discusses Cybersecurity and how it relates to FedRAMP for a recent FCW FedRAMP Summit.
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Listen to ServiceNow's Mike Rohde, Deputy Chief Information Security Officer – Federal, Office of the CISO as he discusses Cybersecurity and how it relates to FedRAMP for a recent FCW FedRAMP Summit.
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In partnership with USO, former service members who are now part of the ServiceNow family, got together for an information session that was open to all Active Duty, Reserve & National Guard & Their Spouses to discuss transition services and their experiences with transitioning.
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We all start our careers and discover our passion with the First Job! In this special episode we're joined by Seoyeong Lee, Data Analyst, Holden Schaffer, Data Science Intern and Himanshu Singh, Data Analyst intern who have started their career off to an amazing start with ServiceNow.
To learn more about Data & Analytics team, visit us at: https://www.servicenow.com/analyticsatnow
To explore other ServiceNow podcasts: https://www.servicenow.com/podcast
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Host Aaron Zuber, ServiceNow sales leader, sits down with Mike Luessi, General Manger - ServiceNow Healthcare and Life Sciences. In this conversation, they discuss the concept of convergence and how the times that we are living in are not a recipe for disaster but our ticket to unimaginable growth. The idea that multiple factors are present at the same time represents an opportunity like no other for those that are in tune enough recognize it.
To learn more, check out Aaron’s blog: https://www.linkedin.com/pulse/harnessing-power-storm-aaron-zuber
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There are many ways you can elevate your visibility and build your brand in the ServiceNow ecosystem. Creating, blogs, videos, meetups, podcasts, webinars, presenting at conferences… and my guest on this episode sets a great example. Topics 00:00 Welcome and introduction 03:30 How Dhruv got his start 05:34 Favorite thing built on ServiceNow 09:35 Typical day for Dhruv 12:12 Th secret to Dhruv's superpower 14:12 Dhruv's meetups, podcast, and more 21:10 How ServiceNow changed Dhruv's career 26:23 One thing Dhruv would like to see changed 29:20 The highlight of Dhruv's career so far 31:19 Words of advice to new developers 38:00 Contact info 38:20 Outro
Links LinkedIn
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Do you struggle to understand the ROI of AIOps? Gab Menachem, Senior Director, Product Management, shares the quantified benefits of the ServiceNow AIOps solution. Download this report to learn more.
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In partnership with USO, former service members who are now part of the ServiceNow family, got together for an information session that was open to all Active Duty, Reserve & National Guard & Their Spouses to discuss transition services and their experiences with transitioning.
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Conversation with Padma Jaganathan, Sr. Manager of Master Data Management, brings you an in-depth overview of managing, enriching and continually monitoring health of the data for the entire enterprise, to ensure smooth operation across the organization.
To learn more about Data & Analytics team, visit us at: https://www.servicenow.com/analyticsatnow
To explore other ServiceNow podcasts: https://www.servicenow.com/podcast
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Sarath Tamminani, Manager of Data Integrations, and Naveen Sanka, Staff Data Engineer joins this episode to break-down the evolution and the hype of latest and greatest data integrations and best-practices.
To learn more about Data & Analytics team, visit us at: https://www.servicenow.com/analyticsatnow
To explore other ServiceNow podcasts: https://www.servicenow.com/podcast
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Join Debbra McGrath and Greg Sahnd for a discussion about why hybrid project management is needed and how organizations can best enable it. The episode features Greg Sahnd (ServiceNow PreSales Solution Consultant) sharing insights based on his first-hand experience as a hybrid project management practitioner. Hear why Greg believes Agile transformation efforts alone are not enough; how organizations can assess and establish the best approach for their own company; and what the value of a hybrid project management approach is to the organization –and personally. Be sure to listen until the end for 5 key steps to enable hybrid project management with ServiceNow ITBM.
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Hear what is beyond AIOps. Gab Menachem, Senior Director, Product Management, shares customer journeys into AIOps and beyond. He talks about Predictive AIOps, becoming proactive in finding issues and resolving them via AI and ML.
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We've got a new developer advocate on the team. Here's a chance to get to know him better.
Topics 00:00 Welcome and introductions 15:39 Earl when he's not working 17:56 Board games 20:19 Being a developer advocate 22:42 Mentorship 27:40 Biggest influence 28:42 Words of advice to new developers 30:41 Outro
Links LinkedIn Twitter Email: earl.duque@servicenow.com
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Join Conversations with hands on Digital Transformation Champions and gain key insights from leaders who have transformed their companies and organizations. Join your host Lisa Wolfe and Digital Transformation Leaders: Penelope Prett, Accenture’s CIO and ServiceNow Digital Transformation Leaders who have led the transformation of IT, Customer, Employee experiences and more.
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IT modernization is becoming a continuous process in the current digital environment and preventing IT outages from happening is crucial to successful mission delivery. Join host Francis Rose from Government Matters, David Catanoso, Director of Enterprise Cloud Solutions at the Department of Veteran Affairs, and Christian Malone, Principal Solutions Architect at ServiceNow as they discuss challenges to, and best practices for, IT Operations Management.
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As IT leaders across government look to shift to proactive operations, they must migrate from legacy systems and take down the data silos that come with it. Join host Francis Rose from Government Matters, David Catanoso, Director of Enterprise Cloud Solutions at the Department of Veteran Affairs, and Christian Malone, Principal Solutions Architect at ServiceNow as they discuss challenges to, and best practices for, IT Operations Management.
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Demand is an area where manufacturers are doing a lot of reinvention. Many manufacturers want more control over the relationship with their end customers. However, this is hard to do when working through an intermediary—a dealer, distributor, or reseller. Tune into our third episode of the Connected Manufacturing podcast where we discuss the role of digital workflows in managing dealer and customer experiences.
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Automated Test Framework is your key to reducing the time it takes to do major upgrades and deployments. But what do you REALLY know about ATF? I've got Daniel Draes to help. Topics 00:00 Welcome and introductions 08:11 ATF Overview 08:57 What ATF can and cannot test 12:13 Customer feedback 13:20 The payoff of investing in ATF 16:10 Skills needed to implement ATF 18:28 Structuring your tests 20:09 New features in Rome 23:06 Best practices 24:19 Roadmap 25:46 The process to go from customer idea to product release 27:01 Daniel's contact info 27:25 Outro
Links LinkedIn Email: daniel.draes@servicenow.com
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Host Aaron Zuber, ServiceNow sales leader, sits down with Drew Koerner, ServiceNow Healthcare Provider CTO. In this conversation, concepts of innovation and creativity, the differences and similarities of both, and how you, as a leader, can successfully recognize, leverage, and implement at your healthcare organization.
To learn more about innovation vs creativity, check out Aaron’s blog: https://www.linkedin.com/pulse/innovation-vs-creativity-aaron-zuber
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The technology to do nearly anything is available today. If applied with a user-centric view, any solution will live up to its hype. Hear how CIOs can get started.
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Host Aaron Zuber, ServiceNow sales leader, sits down with Vishakha Sant, ServiceNow Global Head of Healthcare Providers. In this conversation, they discuss the costs, both tangible (fiscal) and intangible (cultural precedence) in two different approaches, do nothing and technical debt. In unprecedented times we find that, more often than not, the cost of doing nothing for fear of overinvesting is actually more costly than over engineering.
To learn more about technical debt, check out Aaron’s blog: https://www.linkedin.com/pulse/dont-let-sleeping-dogs-lie-aaron-zuber/
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In this Episode, Debbra McGrath is joined by two ServiceNow team members, Nick Tudisco (Agile Transformation Lead) and Anand Ramchandani (Principal Product Manager, IT Workflow)for a discussion about ServiceNow’s own agile transformation journey, including the challenges we faced –to which many organizations can also relate– and how our transformation is positively impacting our organization and our customers. Listen to find out what those common challenges are; the approach ServiceNow is taking to overcome them; the success metrics we’ve achieved; and our ongoing plans to continue to enhance our own enterprise agility.
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We’ll de-buzz the hype around Machine Learning (ML) and Artificial Intelligence (AI) by defining key challenges and then applying ML and AI solutions as tools to solving them.
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Flow Designer is a great low-code way to automate your proceses, and IntegrationHub is the perfect companion to connect systems together. Both have been around for several releases - so what's new in the Rome release? I've got the person who can tell us in this episode of Break Point. Topics 00:00 Welcome and introduction 03:54 Flow Designer 10:00 IntegrationHub 13:00 Introspection 16:01 OpenAPI Support 18:57 Single platform 21:44 New in Rome 24:11 Process Automation Designer 27:18 A couple last things 29:39 On the roadmap 37:31 Takeaways 39:11 Contact info 39:51 Outro
Links LinkedIn Email: jake.burman@servicenow.com All ServiceNow Podcasts
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Fragmentation, manual processes and piecemeal digitalization stand between your organization and
a better customer experience. Listen to this podcast to find out how to connect your operations to provide a seamless customer experience.
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Join Debbra McGrath with Andrew Haugland (Sr. Advisory Solution Consultant, ServiceNow ITBM) and Joe Offenberg (Sr. Advisory Solution Consultant, ServiceNow DevOps) on this podcast episode as they discuss how organizations are enabled to align their entire value stream – from ideation to delivery of business value – with ServiceNow Agile Development and DevOps. Learn how ServiceNow ITBM ties into DevOps; what it means to scale Agile and DevOps across the enterprise; and how ITBM + DevOps enables continuous delivery with frictionless change management. And to learn more about this topic, listen to our next Podcast, “ITBM + DevOps: Now on Now story” available by August 6, where you’ll hear about ServiceNow’s own agile transformation journey.
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The CIO Evolution Episode 5: Tech Can Take Care of Our People
Meeting the DoD strategic goal of taking care of our people means introducing human-centered design into how we build technology solutions. Hear about the impact of designing for people’s needs vs the “building’s” needs can make in creating more efficient workflows and enabling better data sharing. All of this feeds into the ability to recruit and retain top talent. The best and brightest want technology to work for them and won’t tolerate less.
The CIO Evolution: How Platforms Have Become Core to the Mission
This series delves into challenges and priorities facing today's CIOs. Retired Lieutenant General, Susan Lawrence and Bill Marion, former US Air Force, Deputy Chief Information Officer share their own experiences and unique perspective. With host, Aaron Kinworthy, Vice President of Federal Sales for ServiceNow, we talk through the tools, processes, and tactics that will prove useful in meeting these challenges, both individually and holistically. This includes delving into a new way of viewing software-as- a-service and platform that enables an enterprise approach to better utilizing data.
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Manufacturers are embracing digital transformation to increase business agility across their value chain. But how can they use digital workflows to address production challenges? Tune into episode two of the Connected Manufacturing podcast where we will be discussing how there is still plenty of untapped potential in how technology can be used to optimize processes and tackle production-related challenges.
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The CIO Evolution Episode 4: Focus on End-User Experiences
Hear how Department of State improved service delivery for employees by systematically moving everyday activities into a platform solution that provided a more holistic view for both the employee and the teams that served them. We’ll talk through other applications of this approach across government and how improving user experience builds a groundswell of support for implementing platform approaches across the enterprise.
The CIO Evolution: How Platforms Have Become Core to the Mission
This series delves into challenges and priorities facing today's CIOs. Retired Lieutenant General, Susan Lawrence and Bill Marion, former US Air Force, Deputy Chief Information Officer share their own experiences and unique perspective. With host, Aaron Kinworthy, Vice President of Federal Sales for ServiceNow, we talk through the tools, processes, and tactics that will prove useful in meeting these challenges, both individually and holistically. This includes delving into a new way of viewing software-as- a-service and platform that enables an enterprise approach to better utilizing data.
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Manufacturers are embracing digital transformation to increase business agility across their value chain. But how can they use digital workflows to address supply chain challenges? Tune into episode one of the Connected Manufacturing podcast to learn how a single system of action can help manufacturers reimagine how supply processes.
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The ServiceNow Rome release is now available in early access! Join me as I talk to Adam Stout, Director of Product Management on the hottest platform features for developers. Topics
- 00:00 Welcome and introductions
- 04:16 Adam’s Favorite Rome feature
- 06:07 Flow Designer
- 07:45 ATF
- 09:23 Source Control
- 10:55 CLI
- 15:15 UI Builder
- 20:00 Process Automation Designer and Playbooks
- 23:14 Enablement
- 25:09 IntegrationHub
- 30:22 Adaptive authentication and security
- 34:26 The one thing
- 38:12 Contact info
- 38:35 Outro
Links
- Break Point: Command Line Interface with Chiarng Lin
- Adam on ServiceNow community
- More ServiceNow Podcasts
- @adamstoutnow
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The CIO Evolution Episode 3: Balancing Innovation, Efficiency, and Security
Innovation is now a stated goal of most every organization, but how do we make efforts meaningful and impactful? Learn how automation and virtualization using a platform approach to modernization introduces new ways of doing business without feeling like dramatic change.
The CIO Evolution: How Platforms Have Become Core to the Mission
This series delves into challenges and priorities facing today's CIOs. Retired Lieutenant General, Susan Lawrence and Bill Marion, former US Air Force, Deputy Chief Information Officer share their own experiences and unique perspective. With host, Aaron Kinworthy, Vice President of Federal Sales for ServiceNow, we talk through the tools, processes, and tactics that will prove useful in meeting these challenges, both individually and holistically. This includes delving into a new way of viewing software-as- a-service and platform that enables an enterprise approach to better utilizing data.
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Who picks the technology to run your data? In this episode we speak with Sunil Saini, Sr. Data Architect, and Varun Malyala, Sr. Manager, Center of Excellence, who are the masterminds in selecting the right technology that works for you and me.
To learn more about Data & Analytics team, visit us at: https://www.servicenow.com/analyticsatnow
To explore other ServiceNow podcasts: https://www.servicenow.com/podcast
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Insurers are under a lot of pressure due to operational inefficiencies. Insurers have to get a handle on operational efficiencies if they want to improve customer experiences and decrease operational expenses. Listen to learn more.
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- CCW Digital's Principal Analysts Brian Cantor and Matt Wujciak sit down with ServiceNow’s Industries Director, Manufacturing, Joe Mulrooney to discuss:
- The increasing importance of after sales support, specifically in manufacturing (and what other industries can learn as well)
- Challenges and obstacles to focus on such as: process optimization, complex processes and silos across departments, and a changing workforce
- What the answers and lessons learned from manufacturers and service employees who have matured some of these
- As well as more specific customer service topics such as cloud technology, increasing customer satisfaction scores, and so much more
- For a deeper dive into this topic, check out ServiceNow’s whitepaper on Digitization: the fuel for after-sales services growth.
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The CIO Evolution Episode 2: Moving from Vertical to Horizontal Technology Solutions
Platforms are being implemented in government but, are still being used in very siloed ways. How and why should we help agencies to use the platforms as they were intended to move between organizations.
The CIO Evolution: How Platforms Have Become Core to the Mission
This series delves into challenges and priorities facing today's CIOs. Retired Lieutenant General, Susan Lawrence and Bill Marion, former US Air Force, Deputy Chief Information Officer share their own experiences and unique perspective. With host, Aaron Kinworthy, Vice President of Federal Sales for ServiceNow, we talk through the tools, processes, and tactics that will prove useful in meeting these challenges, both individually and holistically. This includes delving into a new way of viewing software-as- a-service and platform that enables an enterprise approach to better utilizing data.
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Mahesh Bhumralkar, Director of Portfolio Management, and Navin Maben, Sr. Program Manager, share an in-depth perspective in managing and running the entire analytics portfolio by keeping a close watch from bird eye view and laser focus to ensure promises made are promises kept and delivered.
To learn more about Data & Analytics team, visit us at: https://www.servicenow.com/analyticsatnow
To explore other ServiceNow podcasts: https://www.servicenow.com/podcast
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ServiceNow partnered with EMA Research to understand the state of DevOps and Site Reliability Engineering (SRE) industry. This video offers a synopsis of key findings. Download these DevOps and SRE reports to learn about the complete results.
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Demand for ServiceNow developers is high. That means you don't always have time to work on some of the smaller projects that business users need. That's when it's time to look at the citizen developers.
Topics
- 00:00 Welcome and introductions
- 07:49 Why start a citizen developer program
- 12:54 Avoiding shadow IT
- 14:33 One development platform
- 15:55 Low-code capabilities are for everyone
- 16:41 A look at ServiceNow's citizen dev program
- 18:34 Some example apps and opportunities
- 21:18 Tips for working together
- 22:48 What have we learned
- 28:14 How a customer would launch a citizen dev program
- 31:52 Consider licensing
- 32:27 Where to find out more
- 33:00 Get in touch
- 34:00 Outro
Links
- Now Learning: ServiceNow Citizen Developer Advanced Skills
- Developer Portal: ServiceNow Application Developer Learning Plan
- Now Learning: Getting started with ServiceNow Citizen Developer Training
- Developer Portal Home Page
- Community Blog: Democratizing development with Citizen Developer training
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If you are not sure How do you teach data, look no further and tune-in to Mike O’Dea, Manager of Analytics Enablement and Asha Allen, Sr. Analytics Enablement Analyst, who teach how to be data-driven across ServiceNow to ensure no employee is left behind the data.
To learn more about Data & Analytics team, visit us at: https://www.servicenow.com/analyticsatnow
To explore other ServiceNow podcasts: https://www.servicenow.com/podcast
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The CIO Evolution: How Platforms Have Become Core to the Mission
This series delves into challenges and priorities facing today's CIOs. Retired Lieutenant General, Susan Lawrence and Bill Marion, former US Air Force, Deputy Chief Information Officer share their own experiences and unique perspective. With host, Aaron Kinworthy, Vice President of Federal Sales for ServiceNow, we talk through the tools, processes, and tactics that will prove useful in meeting these challenges, both individually and holistically. This includes delving into a new way of viewing software-as- a-service and platform that enables an enterprise approach to better utilizing data.
The CIO Evolution - Episode 1: Futureproof Responses to Today’s Challenges
Scale and speed are common challenges for government CIOs. Commercial solutions have the ability to meet both of these and do so securely. The hurdle is getting over the mindset that commercial technology cannot be easily plugged into government systems. Learn how this traditional resistance is waning and how to begin the movement to as-a-service solutions.
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Can you build a dataset that scales enterprise-wide? Don't feel intimidated but join the conversation with Anik Dasgupta and Imran Mohammed, Managers of Data Engineering. Who build datasets as a gift that keeps on giving insights!
To learn more about Data & Analytics team, visit us at: https://www.servicenow.com/analyticsatnow
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In this Episode, ServiceNow’s EMEA President, Paul Smith, is joined by Michael Davison, Deputy CEO at Hogan Lovells, to explore the value of gaining disproportionate ROI from digital investment. Find out what integrated steps businesses should be adopting to make more money out of their expenditure.
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Regardless of your technical expertise, sooner or later you're going to be asked to do a presentation - and preparation is the key to success. Before you reach for PowerPoint, there are a few things you need to know. Topics
- 00:00 Welcome and introduction
- 10:39 Preparation is key
- 13:24 Key considerations
- 14:34 Know your audience
- 17:52 Know your outcome or purpose
- 20:12 Time management
- 22:39 How much practice
- 24:22 Longer presentations and flexibility
- 27:55 Time management planning
- 28:55 Planning for the venue - virtual
- 33:54 In-person venues
- 37:00 Technology prep
- 40:15 Presentations are integrations
- 42:43 Contact info and sign off
Links
- Integration Series
- Email: julian.mills@servicenow.com
- CMA Program
Lists mentioned
- What might they already know about the topic?
- Virtual venues:
- The venue set up: theater, classroom, horseshoe, round tables, conference tables
- What is their typical role?
- Audience interaction: chatting and muting?
- Have a technology plan
- How experienced are they?
- Bandwidth for you and the viewer
- Who is your audience?
- Rehearse! Rehearse! Rehearse!
- Keep it short and remember to take breaks
- What language do they understand?
- Audience connections? Mobile?
- Tailor the room to be most effective
- How senior are they?
- Deck only or demo? Videos?
- What is the purpose of the presentation?
- Know your technology before presenting
- What motivates them?
- Watch the clock!
- In person presentations
Check out the other ServiceNow podcasts.
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True transformation is about understanding the problems that need fixing and finding new ways to solve them. Find out why prioritising the human side of digital transformation was so critical to initiatives led by NHS Digital during the pandemic. Chris Pope, VP of Innovation at ServiceNow is joined by Sally Bogg, Head of Live Solutions at NHS Digital
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How do you tell your data story? What genre(s) do you tell your data stories in? Tune-in for an in-depth conversation with Meredith Machovoe, Head of Research & Insights and Arnab Palit, Data Viz Developer and Winner of Data Viz Competition 2020! Who create and curate data stories in all genres, and make data sing along the way!
To learn more about Data & Analytics team, visit us at: https://www.servicenow.com/analyticsatnow
To explore other ServiceNow podcasts: https://www.servicenow.com/podcast
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In this episode of Finding Water, Conversations with Digital Transformation Champions: Lisa Wolfe speaks with Mary Johnston Turner, Vice President of the Future of Digital Infrastructure at IDC. Mary shares IDCs research on how the most successful organizations going forward will be those who focus on transforming their operational environments, making use of AI and automation, are policy driven, and give both business and IT consistent access to data from a common source of truth. IDC’s research confirms that while the shift of workloads to the cloud continues 90% of the enterprises interviewed will continue to have workloads on premise while pivoting to more intelligent, autonomous, and predictive digital infrastructure.
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In prior episode we learned about Data Science and what does it look like to be a Data Scientist and we learned that there are more to it that happens behind the scene.
We sat down with Sibanjan Das, Manager ML Ops and Atul Shukla, Sr. Data Engineer to learn more what happens behind data science practices.
To learn more about Data & Analytics team, visit us at: https://www.servicenow.com/analyticsatnow
To explore other ServiceNow podcasts: https://www.servicenow.com/podcast
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Move over GlideRecord, there's a new API in town that's taking the ServiceNow developer community by storm. Join Peter Bell as he talks about all things GlideQuery and find out why all the cool kids are adopting it. Topics
- 00:00 Welcome and introductions
- 06:31 The genesis of GlideQuery
- 09:59 Failing is a first class feature
- 14:05 Product status
- 16:12 What about rebuilding it in Java?
- 20:05 Advantages of GlideQuery
- 23:49 Deep dive into GlideQuery objects
- 30:53 Performance
- 35:46 Advice to getting started with GlideQuery
- 38:46 Roadmap
- 42:47 Contact information
- 43:46 Outro
Links
- SN Devs
Check out the other ServiceNow podcasts.
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In this episode, I sat down with Tameem Hourani at RapDev to discuss the state of DevOps and the SRE industry. Hear how the industry is progressing and how to solve everyday challenges.
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John Almeida, Global Head of Wealth Industry Solutions at ServiceNow, shares the biggest challenges facing the wealth management industry today and how the financial advisors who embrace technology will be able to scale, grow, and ultimately win. Listen to learn more.
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Curious what it is like to be a Data Scientist? What is the buzz around Data Science? and who really has a shot in becoming a data scientist?
Join the episode with Michael Alton and Mark Meloon to uncover their unexpected journey towards data science.
To learn more about Data & Analytics team, visit us at: https://www.servicenow.com/analyticsatnow
To explore other ServiceNow podcasts: https://www.servicenow.com/podcast
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Conversation with Manjeet Singh and Nick Borgwardt who introduced Analytics to its other half Workflows to drive productivity to new levels! Let’s hear how…
To learn more about Data & Analytics team, visit us at: https://www.servicenow.com/analyticsatnow
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Our ServiceNow CEO, Bill McDermott, has a key principle that states "Trust is the ultimate human currency". But as a developer, how do you establish and build that trust – especially if you're new? I've got someone here who can help. Topics
- 00:00 Welcome and Introduction
- 03:20 Trust is the ultimate human currency
- 05:19 The experienced developer
- 10:05 Virtual vs. in-person
- 12:44 The new developer
- 16:19 Common mistakes
- 19:21 When you lose trust in someone else
- 22:19 Rehearsal
- 26:02 Takeaways/Contact info
- 26:53 Outro
Links
- Email shellie.grieve@servicenow.com
- Shellie on LinkedIn
Check out the other ServiceNow podcasts.
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Conversation with Avery Lautmann and Cheris Bhatia who are Rockstar Business Insights Analysts who finds a needle from a haystack day-in day out, tune-in to learn more!
To learn more about Data & Analytics team, visit us at: https://www.servicenow.com/analyticsatnow
To explore other ServiceNow podcasts: https://www.servicenow.com/podcast
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A conversation with Parker Blackburn, a Rockstar Account Executive at ServiceNow who uses data-driven decision-making everyday to identify and help Customers in need of digital transformation.
To learn more about Data & Analytics team, visit us at: https://www.servicenow.com/analyticsatnow
To explore other ServiceNow podcasts: https://www.servicenow.com/podcast
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Sarah Toulson is a ServiceNow Developer at Glidefast, mother of two, and has made the transition from a non-IT career. Join me for an interesting discussion with Sarah on this episode of Break Point. Topics
- 00:00 Welcome and introduction
- 03:35 Challenges of transitioning from a non-IT career
- 05:44 Where Sarah sees herself in the future
- 09:05 Example challenges of goverments
- 11:56 Design is not an after thought
- 16:37 User centric design
- 22:53 Sarah's sons
- 25:30 Selfie at DragonCon
- 28:15 One thing Sarah would change in the platform
- 31:48 Words of advice for someone getting started
- 32:43 Contact info
- 33:08 Outro
Links
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Vipul Agochiya hosts Alex Sanginov to deep-dive into analytics product building by activating the 5-Pillars of analytics strategy. What does it take to transition into Product Thinking?
To learn more about Data & Analytics team, visit us at: https://www.servicenow.com/analyticsatnow
To explore other ServiceNow podcasts: https://www.servicenow.com/podcast
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Conversation centered on "the What, the When, the Why, and the How" to lead data analytics team with Brian Hoffman, Director of Data Science, and Marina Schubow, Head of Marketing Analytics at ServiceNow.
To learn more about Data & Analytics team, visit us at: https://www.servicenow.com/analyticsatnow
To explore other ServiceNow podcasts: https://www.servicenow.com/podcast
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An insightful conversation with Vijay Kotu, SVP of Analytics at ServiceNow to get mindshare on structuring the Analytics team and behind the scene decision-making.
To learn more about Data & Analytics team, visit us at: https://www.servicenow.com/analyticsatnow
To explore other ServiceNow podcasts: https://www.servicenow.com/podcast
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Hello and Welcome back to Analytics at ServiceNow with your host Alex Sanginov! We're excited to bring you the best of “A Day in a life of an Analytics Roles” such as Analytics Product managers – growing new field, Data Viz Designers, Insights Analysts, Data Scientists, Data Engineers, Data Integrations, Data Architects, Master Data Quality Analysts, and those who are early in career in the Analytics space, to bring you closer to reality and what to expect in each role. Finally, highlight how each role contributes to add value to fuel the company’s growth.
To learn more about Data & Analytics team, visit us at: https://www.servicenow.com/analyticsatnow
To explore other ServiceNow podcasts: https://www.servicenow.com/podcast
Just wanted to take a second to mention one of the best FREE resources we offer here at ServiceNow – the Customer Success Center. If you aren’t already a regular user – you’ve got to check it out. The Customer Success Center is a one-stop shop for prescriptive actionable resources designed to make you more successful – and everything is completely free and available to consume at your leisure. Get there by going to servicenow.com/success and thank me later!
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Developers need more than technical skills to have a successful career. Dan Bolena joins me for a discussion to undertand the best way to communicate with executives. Join us for some fun examples and important tips you won't want to miss! Topics
- 00:00 Introductions
- 05:15 Topic overview
- 06:09 The first thing to know
- 09:28 Using visuals on slides
- 10:34 Bad example of a verbal status update
- 12:46 The problem-solution-value model
- 14:42 Better example of a verbal status update
- 15:57 Breakdown of the status example
- 17:01 The triangle
- 21:55 Relating this to written communications
- 24:43 An example email
- 28:12 Breakdown of the email
- 30:25 Summary
- 31:47 A challenge
- 32:55 Contact info
- 33:57 Closing
Links
- Career Tools podcast
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Jason McKee, Director of Developer Evangelism joins me again to talk about all things CreatorCon 2021. We'll look at what's new, what's interactive, what's recorded, some fun sessions, and things you just don't want to miss. Have a listen! Topics
- 00:00 Welcome and introduction
- 03:02 What is CreatorCon
- 03:39 Some fun projects
- 05:08 The schedule of events
- 07:11 Live sessions
- 07:58 This year's highlights
- 11:24 Evolution of ServiceNow Development Panel
- 13:54 Breakout sessions
- 14:46 More interactive sessions
- 16:11 Fun sessions
- 19:02 New features of the registration site
- 20:59 What is Jason looking forward to?
- 21:57 How to get in touch with Jason
- 22:15 Outro
Links
- Jason on LinkedIn
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2021 Developer MVP Ashley Snyder joins Chuck to talk about how ServiceNow found her, what it has meant to her career, her favorite feature, and a few laughs along the way. Have a listen. Topics
- 00:00 Introductions
- 05:01 ServiceNow found Ashley
- 06:00 Where Ashley finds help
- 06:52 How ServiceNow impacted Ashley's career
- 07:43 Becoming a specialist
- 09:40 Ashley's Favorite feature
- 12:24 Ashley's super hero story
- 14:50 Funnest thing ever built
- 16:28 First Knowledge
- 19:22 Looking forward to CreatorCon 21
- 22:07 One thing to change
- 23:36 Ashley's dream job
- 24:24 Contact Ashley
- 24:49 Outro
Links
- Ashley's Blog
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For customers thinking about their digital strategy with fresh eyes, following the impact of the pandemic, what benefits can the Now Platform bring to enabling agility and resilience? Derek Du Preez, influencer and editor at Diginomica is joined with VP & GM UKI Jordi Ferrer and Innovation Evangelist Paul Hardy
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Now we know what a Workflow is, how can companies think about this in terms of adjusting to distributed work, and how can automation and AI help here? Derek Du Preez, influencer and editor at Diginomica is joined with VP & GM UKI Jordi Ferrer and Innovation Evangelist Paul Hardy
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