Episodes
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 ServiceNowHost - Steve MillerEpisode Producer - Chris Price
For more information head over to our...
Published 05/08/24
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...
Published 04/24/24
This episode of TechBytes delves into the importance of linguistics in making AI successful, focusing on large language models and emotionally intelligent customer interactions. Experts from ServiceNow discuss applying linguistics to enhance AI's human-like communication, emphasizing empathy, humor, and trust-building. The conversation highlights the significance of language in bridging the gap between users and AI technology.
Published 04/10/24
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...
Published 03/27/24
This episode of TechBytes features a discussion between Di Le, Human Centered & Responsible AI Design Strategist at ServiceNow and Hayley Morton, 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...
Published 03/20/24
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...
Published 07/20/23
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...
Published 06/05/23
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...
Published 02/21/23
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...
Published 07/05/22
In this episode, product manager Jina Li and lead engineer Sravani Nuti talk about App Engine Studio, which helps everyone build ServiceNow apps, not just developers. This episode covers:
Overview and history of AES
Getting started with AES
Scaling up
Collaborating to develop apps more effectively
Flexibility in deploying apps
Plans for the future
For more information, see:
Product documentation: App Engine Studio
Community forum
Community blog: Where to start with App Engine...
Published 05/23/22
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...
Published 02/11/22
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...
Published 10/22/21
In this episode, product owner Greg Morrison talks about a new feature for Change Management. Change Success Score measures the success rate for each change team over time to help improve their performance and refine your change process. This episode covers:
Background: Change Management
Change Success Score (CSS) overview
Good ways to use CSS
What CSS values mean
Getting started
Behind the scenes: how CSS works
For more information, see:
Product documentation: Change Success Score
Your...
Published 01/26/21
In this episode, product manager Raghu Vemuri talks about the PI Workbench application, new in the Paris release. PI Workbench helps you add machine learning (ML) to your ServiceNow workflows, and monitor and manage the results. This episode covers:
What is PI Workbench all about?
Common use cases
Pretrained ML models
Using Guided Setup to create ML models
Help with implementing ML
Performance analytics for ML
Getting started
For more information, see:
Product documentation: ITSM Predictive...
Published 10/15/20
In this episode, product owners Rohan Tyagi and Julian Flores talk about managing and optimizing concurrent software licenses using the ServiceNow Software Asset Management (SAM) application, including the integration of the OpenLM license management solution in the Orlando release. This episode covers:
Quick overview of Software asset management
How does the SAM app help?
Using the SAM app to optimize the use of concurrent licenses
OpenLM integration with the SAM app
Tips for getting...
Published 01/07/20
In this episode, product owners Lawrence Eng and Chaya Kornreich talk about the new Idea Portal in the Now Community. Based on the Now Platform’s Idea Portal feature, the Community portal lets members suggest enhancements to ServiceNow products, and search, vote and comment on suggestions from other members. This episode covers:
What is the ServiceNow Idea Portal feature?
Implementing the Idea Portal in the Now Community
Suggesting enhancements
Searching, commenting and voting
Community...
Published 10/18/19
In this episode, product manager Niki Patel talks about the new Vendor Manager Workspace application. This app helps vendor managers by aggregating vendor data from across the platform and providing analytics to help monitor and evaluate vendor performance. This episode covers:
What is vendor management?
What does Vendor Manager Workspace do?
Beyond the old Vendor Performance app
Aggregating vendor data and evaluating performance
Getting started
What’s in store in future releases?
For more...
Published 09/30/19
In this episode, product manager David Thigpen talks about the new Service Owner Workspace application. This app helps vendor managers by aggregating vendor data from across the platform and providing analytics to help monitor and evaluate vendor performance. This episode covers:
Service Owner Workspace and Service Portfolio Management
What does Service Owner Workspace do?
Metrics on performance and trends
Spend estimates and change impacts
Integration with other ITSM apps
Getting...
Published 09/13/19
In this episode, Manjeet Singh talks about the Skills Management application. This app makes it easy to track and manage your people’s skills and proficiency to guide training and work assignments, and to show the real value of your coaching and training efforts. This episode covers:
What is skills management?
Managing skills for individuals, teams and projects
Automating skills assessment and management
Evaluating skill gaps and training efforts
Automating work assignments
Getting...
Published 08/19/19
In this episode, Darius Koohmarey and Nabil Asbi talk about the Virtual Agent feature with natural language understanding. Virtual Agent lets your apps interact with users in human conversations, and NLU helps the system figure out what they really want. This episode covers:
Virtual Agent components
What makes the Virtual Agent workbot different?
How does NLU enhance Virtual Agent?
Virtual Agent Designer
What’s new in the New York release?
For more information, see:
Product documentation:...
Published 08/02/19
In this episode, Darius Koohmarey talks with product manager Jason Occhialini about the Change Management application, which helps organizations govern the introduction of changes to improve their capabilities and services with minimal risk and impact to operations. Jason tells us about:
The value of change management to an organization
Change types: standard, emergency and normal
Managing the risks of changes
The Change Advisory Board
For more information, see:
Product Documentation: Change...
Published 04/29/19
In this episode, product manager Darius Koohmarey tells us about the ITSM Walk-Up Experience in the Madrid release. London streamlined the walk-up experience for people requesting IT service. In Madrid, the focus is on the fulfillers, and Darius tells us about the highlights. He also gives us some tips for migrating Walk-Up from London to Madrid. This episode covers:
New features for requestors
Agent Workspace for walk-up technicians
Advanced Work Assignment for routing work
Tips for smooth...
Published 04/08/19
In this episode, product manager Manjeet Singh talks about the new Coaching application on the Now Platform. Coaching helps you train service desk agents and other employees at critical moments in their job processes, with conditional automated virtual coaching right when they need it. This episode covers:
Roles: coach and trainee
The coaching process
Virtual coaching
Building coaching into a workflow
Integrating other ServiceNow capabilities
For more information, see:
Product Documentation:...
Published 03/26/19