Episodes
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
In this episode, product manager Josh Russ talks about the mobile platform and Mobile Studio, an easy way to bring ServiceNow apps to the mobile world. This episode covers:
Mobile capabilities and features
Using native phone functionality
Using Mobile Studio to create mobile apps
Using Virtual Agent on the mobile platform
Roadmap for the future
For more information, see:
Product Documentation: Mobile navigation and configuration
Product Documentation: ServiceNow mobile release notes -...
Published 03/15/19
In this episode, Michael Slabodnick and Jake Burman talk about Flow Designer, a simple way to create automated workflows using natural language - no code! This episode covers:
Flow Designer vs Workflow
IntegrationHub for integrating third-party APIs
Evolution – past, present, and future
New features for the Madrid release
For more information, see:
Product Documentation: Flow Designer
Product Documentation: Flow Designer release notes – Madrid
Community blog post: Best Practices for Flow...
Published 03/07/19
In this episode, Michael Thompson and Grant Hulbert talk about using the powerful capabilities of IBM Watson in applications you develop for the Now Platform. This episode covers:
What can Watson do for you?
How is Watson integrated into the Now Platform?
How to start using Watson
Watson use cases
For more information, see:
Community blog post: Easily Connect ServiceNow to IBM Watson Services
Community white paper: ServiceNow Integration with IBM Watson Conversation Service
Download at...
Published 12/17/18
In this episode, Darius Koohmarey and Daryl Rodrigues talk about the the walk-up approach to IT support and how the ServiceNow Walk-Up application can support that approach. This episode covers:
What is a “walk-up”?
What is a walk-up like for users and technicians?
How does the Walk-Up application support a walk-up operation?
How do you set up a walk-up operation with the Walk-Up app?
For more information, see:
Product documentation: Walk-Up Experience
Blog post: Utilizing a walk-up contact...
Published 09/28/18
In this episode, Sree Subramaniam talks about new codeless Discovery patterns for discovering new resources and delivering new content through stores. This episode covers:
Using patterns for codeless discovery
Delivering new discovery patterns faster through stores
Near-real-time discovery for Kubernetes containers
New Discovery content for S3 storage, cloud resources, and more
Use case: Discovery and Software Asset Management (SAM) deep dive
Event-driven discovery for Kubernetes...
Published 09/11/18
In this episode, Darius Koohmarey and Nathan Holm talk about Virtual Agent (VA), a ServiceNow chatbot that streamlines the interactions between a company and its customers and employees. This episode covers:
What does VA do?
What does VA look like to users?
How do developers build VA into their systems?
How about natural language capabilities?
How do customers get started with VA?
For more information, see:
Product documentation: Virtual Agent
Your feedback helps us serve you better! Did...
Published 08/28/18
In this episode, Manjeet Singh talks about the Continual Improvement Management application to help organizations manage their continual-improvement efforts. This episode covers:
Challenges of managing continual improvement
Spotting opportunities for continual improvement
Differences from change management and demand/project
Integration with other applications
For more information, see:
Product documentation: Continual Improvement Management
Your feedback helps us serve you better! Did you...
Published 08/13/18
In this episode, Darius Koohmarey and Sameep Kodia talk about the Embedded Help and Guided Tour features to give users helpful info while they're using the product. This episode covers:
What is embedded help?
Context sensitivity: domain, product screen, and user role
Supported media types
What is a guided tour?
Guided Tour Designer
For more information, see:
Product documentation: Embedded help and guided tours
Blog post: Embedded Help and Guided Tours in Jakarta
Your feedback helps us...
Published 06/25/18
In this week's podcast, Chuck Tomasi talks about ways to streamline the process of upgrading to a new ServiceNow release. This episode covers:
The benefits of upgrading
Using project management practices
Following the documented process
Reviewing skipped changes
Creating a thorough test plan
Considering customizations
For more information on upgrades, see:
Product documentation: Upgrade your instance
Blog post: Tips for streamlining ServiceNow upgrades
Videos:
Upgrading an...
Published 03/16/18
Tips and tricks for activating plugins
Published 01/16/18
ServiceNow Service Catalog in Service Portal
Published 12/18/17
Learn about ServiceNow's new information experience!
Published 12/06/17
Learn about the value and latest features of Benchmarks
Published 09/26/17
Developing custom apps for ServiceNow
Published 08/16/17
Reporting tips and tricks
Published 07/18/17
ServiceNow Web Services
Published 07/05/17
ServiceNow Service Portal in the Istanbul release
Published 03/21/17
Tips for keeping ServiceNow instances at peak performance
Published 01/31/17
Learn about new videos on the Express site
Published 01/16/17
Learn about the Quarterly Patching Program and how to prepare for new patches
Published 11/07/16
Integrations in ServiceNow
Published 10/24/16
How Edge Encryption can make your ServiceNow data more secure
Published 10/03/16
ServiceNow Service Portal in Helsinki
Published 08/30/16