ServiceNow Podcasts

Building Trust in AI with ServiceNow's Now Assist Guardian Nov 20, 2024

In this episode of TechBytes, AI Governance Product Manager at ServiceNow, Louis Philip Morin, discusses the critical aspects of trust in AI. The conversation delves into the challenges of creating AI experiences free from toxic and malicious language, highlighting the role of Now Assist Guardian in customizing user experiences. The episode explores the nuances of offensive language, prompt injections, and hallucinations in AI, emphasizing the importance of user control, transparency, and the ethical considerations in handling AI-generated content. Morin explains the importance of trust, user feedback, and the collaborative efforts between ServiceNow and its customers to ensure AI tools are effective and reliable.

00:00 Introduction to AI Behavior Challenges
00:16 Welcome and Introduction to Louis Philip Morin
00:54 The Importance of Trust in AI
01:29 Understanding Now Assist Guardian
02:04 Challenges in AI User Experience
06:25 Dealing with Offensive and Toxic Content
10:11 Methods for Identifying and Handling Offensive Content
15:29 Cultural Sensitivity and Regional Differences
18:00 User Control and Transparency in AI
20:59 Balancing AI Accuracy and User Trust
21:54 Conclusion and Future Directions

Host - Bobby Brill
Guest - Louis Philip Morin

#servicenow #servicenowdemo #nowassist #nowassistguardian

ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html

ServiceNow Community: https://community.servicenow.com/community ServiceNow

TechBytes Podcast: https://www.servicenow.com/community/community-resources/servicenow-techbytes-podcasts/ta-p/2305455

For general information about ServiceNow, visit: http://www.servicenow.com/

See omnystudio.com/listener for privacy information.

Using AI to make Government more Human Nov 05, 2024

In this episode of the ServiceNow EXECUTIVE CIRCLE podcast, we speak with Dr Laura Gilbert CBE, globally respected technologist, head of No.10 Downing Street's Incubator for AI and Chief Analyst at the Cabinet Office.

In a fascinating conversation, Laura makes the case for AI in the public sector, to help enhance front line service delivery and improve interdepartmental collaboration and operational efficiencies; all with the ambition of making government departments more responsive, considered and 'human' in their interactions with the public and other stakeholders.

See omnystudio.com/listener for privacy information.

Embracing AI for Business Agility and Customer-Centric Innovation Oct 31, 2024

In this episode of the Enterprise Agility Podcast, Fred Champlain and Richard Knaster wrap up their discussion of the rapid evolution of AI. This evolution is reshaping business agility and competitiveness, with generative AI optimizing operations and enhancing customer experiences through faster decision-making and deeper insights into customer needs. Maintaining core business fundamentals while experimenting with AI and adopting hypothesis-driven strategies is key to staying competitive, allowing AI to handle routine tasks so humans can focus on creativity and innovation. Listen now to learn more.

See omnystudio.com/listener for privacy information.

The SDK and IDE in Xanadu with Patrick Wilson & Jay Couture Oct 30, 2024

In today’s episode, welcome back to Break Point two special guests to talk about the future of pro-coding on ServiceNow - Xanadu and beyond!

Topics

00:00 Welcome & Introductions
02:39 Defining the Many Acronyms (e.g. SDK, IDE)
08:19 Biggest Changes Between Washington and Xanadu for the SDK
16:41 The IDE's Improvements and Clarity on the Many "Studios"
21:05 Best Practices in Development Moving Forward
29:34 Where's the Roadmap Heading?
39:06 Where Can People Get Their Hands on It?
40:26 Conclusion & Outro

Links

Check out the other ServiceNow podcasts

See omnystudio.com/listener for privacy information.

Unlocking AI’s Potential for Enterprises and Responsible Growth Oct 25, 2024

In this episode of the ServiceNow Enterprise Agility Podcast, host Fred Champlain and Richard Knaster continue their conversation on the pressures and opportunities that GenAI and agentic AI bring to enterprises. Organizations face challenges in managing vast data and must adopt responsible AI practices to avoid issues like AI "hallucinations." Ensuring curated, trustworthy models, continuous training, and data quality is essential for creating valuable innovations while minimizing legal risks from inaccurate AI outputs. Join us to gain valuable perspectives on leveraging AI responsibly and effectively in your organization.

See omnystudio.com/listener for privacy information.

AI and Business Agility: Enhancing Human Intelligence Oct 21, 2024

In this episode of the ServiceNow Enterprise Agility Podcast, host Fred Champlain, ServiceNow Agile Evangelist, talks with Richard Knaster, a SAFe Fellow and author of The Lean Agile Way, about AI’s transformative impact on business agility. Richard highlights AI’s rapid integration into existing solutions, offering cost savings and enhanced agility. He discusses AI’s ability to detect weak signals from customer interactions, leading to better insights and improved customer service through automation. This discussion offers valuable insights for executives navigating AI’s role in business transformation.

See omnystudio.com/listener for privacy information.

Empathy in Action: Building Accessibility at ServiceNow with Eamon McErlean and Tony Morales Oct 16, 2024

Empathy in Action: Building Accessibility at ServiceNow

In this episode of TechBytes, host Bobby Brill is joined by Eamon McErlean and Tony Morales from ServiceNow to explore the vital role of accessibility in technology. As leaders in inclusive Gen AI, they emphasize the importance of integrating accessibility into product development from the ground up. Through personal experiences and industry insights, Eamon and Tony illustrate how empathy enhances accessibility awareness and drives change. The conversation highlights new initiatives at ServiceNow, the transformative role of AI in accessibility, and the importance of creating inclusive software that benefits everyone. This candid discussion also touches on personal experiences with disabilities and the business advantages of prioritizing accessibility in the tech industry.

To view this podcast with audio captions, please watch on YouTube -
https://youtu.be/mh8EZejKT4s

Check out our YouTube channel for more - https://www.youtube.com/@ServiceNowDocs/featured

Also, visit The Accessibility and Gen AI Podcast - https://www.youtube.com/@A11yGenAI

Guests -
Eamon McErlean - VP and Global Head of Accessibility
Tony Morales - Sr. Accessibility Inclusion Manager/Lead
Host -
Bobby Brill

00:00 Introduction to Accessibility
00:27 Meet Eamon McErlean
01:29 Understanding Accessibility at ServiceNow
02:32 Tony Morales' Journey
04:07 ServiceNow's Accessibility Initiatives
09:55 The Importance of Empathy in Accessibility
26:06 AI and Accessibility: A Game Changer
31:10 Conclusion and Final Thoughts

See omnystudio.com/listener for privacy information.

Cyber Insights with Mike Rohde, Deputy CISO - Federal at ServiceNow Oct 04, 2024

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

See omnystudio.com/listener for privacy information.

Break Point 3.0 Oct 02, 2024

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

Check Out the Other ServiceNow podcasts.

See omnystudio.com/listener for privacy information.

ServiceNow on Innovation in Government - TechNet Cyber Sep 27, 2024

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

See omnystudio.com/listener for privacy information.

Elevating Customer Experience with AI: ServiceNow and 3CLogic Sep 24, 2024

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?

See omnystudio.com/listener for privacy information.

Succeeding in Health IT During Uncertain Times Sep 20, 2024

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

See omnystudio.com/listener for privacy information.

ServiceNow Federal Forum 2024: ServiceNow for Government Missions: Innovative Solutions Sep 13, 2024

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.

Digital & AI transformation in the Public Sector Sep 11, 2024

In this episode of the ServiceNow Executive Circle podcast, Gina Gill, Chief Strategy Officer at the Governments Central Digital and Data Office (CDDO), 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.

See omnystudio.com/listener for privacy information.

Service offerings to help your organization achieve its business needs Sep 10, 2024

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.

See omnystudio.com/listener for privacy information.

ServiceNow Federal Forum 2024: Maximize Productivity and Mission Readiness and Deliver the Best EX Sep 06, 2024

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

See omnystudio.com/listener for privacy information.

From Disruption to Efficiency: Modernizing Supply Chains with Deloitte Sep 05, 2024

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.

See omnystudio.com/listener for privacy information.

From Tech Consulting to Public Sector Transformation: Insights from Will Loving Sep 05, 2024

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.

See omnystudio.com/listener for privacy information.

Unlocking AI's Potential with Stephanie Otto Sep 05, 2024

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.

See omnystudio.com/listener for privacy information.

Redefining Telco Customer Service: Insights from Jinu Koshy on AI and Digital Transformation Sep 05, 2024

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.

See omnystudio.com/listener for privacy information.

The Butterfly Effect with Chuck and Lauren Sep 04, 2024

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

Check out the other ServiceNow podcasts.

See omnystudio.com/listener for privacy information.

Shedding light on AI implementation Sep 03, 2024

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.

Driving successful AI transformation Aug 30, 2024

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.

See omnystudio.com/listener for privacy information.

ServiceNow Federal Forum 2024: Defending Software Supply Chain Integrity Aug 30, 2024

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.

ServiceNow Federal Forum 2024: Maximizing Value to the Enterprise Using Low- and No-Code Development Aug 23, 2024

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.

Generative AI at ServiceNow with Mark Hopper Aug 21, 2024

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.
Subscribe today!

See omnystudio.com/listener for privacy information.

Welcome Kristy Merriam Aug 21, 2024

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.

Navigating AI-Powered Enterprises Aug 20, 2024

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.

ServiceNow Federal Forum 2024: Protect Your Mission From AI-Driven Cyber Threats Aug 16, 2024

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.

ServiceNow Federal Forum 2024: Survivability in the Gap: Planning for When, Not If Aug 09, 2024

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.

AI with the Dev Advocates Aug 07, 2024

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.

Plan, build, run to a future state Aug 02, 2024

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.

See omnystudio.com/listener for privacy information.

ServiceNow Federal Forum 2024: Empowering the DoD To Deliver Memorable Customer Experiences (CX) Excellence Aug 02, 2024

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.

Recognizing the hidden blockers to business continuity Jul 31, 2024

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."

See omnystudio.com/listener for privacy information.

Knowing your dependencies with APM Jul 29, 2024

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 practitioners.

See omnystudio.com/listener for privacy information.

ServiceNow Federal Forum 2024: Aligning Federal Operations To Get To Outcomes Faster and Improve EX Jul 26, 2024

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.

Enhancing User Experiences with Words and AI - with Carol Valdez Jul 24, 2024

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!

See omnystudio.com/listener for privacy information.

Career Conversation with Susan Britt Jul 24, 2024

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.

Transforming Service Ops: Embracing Innovation and Continuous Evolution: Insights from Jason Wojahn Jul 23, 2024

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.

See omnystudio.com/listener for privacy information.

Transforming IT Service Management with Dr. Ralf Altmeyer Jul 23, 2024

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.

Unlocking Service Operations with AI: Insights from Carey Blunt Jul 23, 2024

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.

ServiceNow’s Federal CTO on Public Sector Modernization Jul 19, 2024

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.

ServiceNow Federal Forum 2024: Beyond IT - Mastering the Management of Enterprise Assets Jul 12, 2024

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

See omnystudio.com/listener for privacy information.

All Good Things with Chuck and Lauren Jul 10, 2024

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.

ServiceNow Federal Forum 2024: Low-Code Approach to Achieve Mission Value Jul 03, 2024

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

See omnystudio.com/listener for privacy information.

Removing technical debt roadblocks Jul 01, 2024

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.

See omnystudio.com/listener for privacy information.

ServiceNow Federal Forum 2024: Elevating and Integrating Service Operations with AI (ITSM + ITOM) Jun 28, 2024

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

See omnystudio.com/listener for privacy information.

Addressing your technical debt Jun 26, 2024

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.

See omnystudio.com/listener for privacy information.

Episode Eleven: Experian - Putting AI and automation to work Jun 26, 2024

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.

See omnystudio.com/listener for privacy information.

2024 Devvies Winners with Josh Barbour and Kristina Vinson Jun 26, 2024

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

Check out the other ServiceNow podcasts.

See omnystudio.com/listener for privacy information.

Mastering Cyber Risk and Resilience with Melissa Cohoe Jun 25, 2024

In this episode, host Jim Van Over, Field Innovation Officer at ServiceNow, welcomes Melissa Cohoe, Global Practice Strategist for Security, 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.

See omnystudio.com/listener for privacy information.

Operational Resilience: Beyond the Checkbox Jun 25, 2024

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.

See omnystudio.com/listener for privacy information.

Tackling AI and Risk in Financial Services with Geoff Hauge Jun 25, 2024

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.

See omnystudio.com/listener for privacy information.

Navigating Operational Resilience and AI in Modern Risk Management Jun 25, 2024

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.

See omnystudio.com/listener for privacy information.

What is Technical Debt? Jun 24, 2024

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.

See omnystudio.com/listener for privacy information.

ServiceNow Federal Forum 2024: Securing Intelligent Transformation with Gen AI Jun 21, 2024

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

See omnystudio.com/listener for privacy information.

ServiceNow Federal Forum 2024: Elevate Total Experience - A Holistic Approach to Mission Success Jun 14, 2024

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

See omnystudio.com/listener for privacy information.

A discussion about customer success Jun 12, 2024

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

See omnystudio.com/listener for privacy information.

Career Conversation with Aylee Andersen Jun 12, 2024

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

Check out the other ServiceNow podcasts.

See omnystudio.com/listener for privacy information.

ServiceNow Federal Forum 2024: Trust & Simplicity - How Government Can Lead the Way on AI Jun 07, 2024

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

See omnystudio.com/listener for privacy information.

AIOps Continual Improvement Jun 06, 2024

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.

See omnystudio.com/listener for privacy information.

Collaborative Work Management - with Doug Page and Irene Vieth Jun 05, 2024

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.
Subscribe today!

See omnystudio.com/listener for privacy information.

ServiceNow Federal Forum 2024: Seamless Innovation at Scale May 31, 2024

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

See omnystudio.com/listener for privacy information.

Bringing Your Value Together May 29, 2024

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.

See omnystudio.com/listener for privacy information.

Episode Ten: Smart CT - keeping innovation flowing for continuous improvement May 29, 2024

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.

See omnystudio.com/listener for privacy information.

Creator Studio with Chris Haas May 29, 2024

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
LinkedIn
Email: chris.haas@servicenow.com

Check out the other ServiceNow podcasts.

See omnystudio.com/listener for privacy information.

ServiceNow Federal Forum 2024: Building a Resilient Government with Secure Automation May 24, 2024

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

See omnystudio.com/listener for privacy information.

Controlled Friction and AI - wtih Di Le and Hayley Mortin May 22, 2024

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.

Subscribe today!

See omnystudio.com/listener for privacy information.

Value Stream: It's All About the Process May 21, 2024

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.

See omnystudio.com/listener for privacy information.

Building a better together approach to ERP modernization May 17, 2024

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.

See omnystudio.com/listener for privacy information.

Overcoming roadblocks and rethinking opportunities in ERP modernization May 17, 2024

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.

See omnystudio.com/listener for privacy information.

Leverage small wins to drive big gains in ERP modernization May 17, 2024

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.

See omnystudio.com/listener for privacy information.

ServiceNow Federal Forum 2024: ServiceNow Keynote May 17, 2024

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

See omnystudio.com/listener for privacy information.

How is Value Delivered? May 16, 2024

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.

See omnystudio.com/listener for privacy information.

Getting ready for the AIOps project May 16, 2024

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

See omnystudio.com/listener for privacy information.

CreatorCon 2024 Recap with Chuck and Lauren May 15, 2024

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

Check out the other ServiceNow podcasts.

See omnystudio.com/listener for privacy information.

Cloud Cost Management with Abhi Roy - TechBytes May 08, 2024

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.
Subscribe today!

See omnystudio.com/listener for privacy information.

Here Comes CreatorCon with the Dev Advocates May 01, 2024

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.

See omnystudio.com/listener for privacy information.

Navigating the waters ahead of Gen AI Apr 30, 2024

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.

See omnystudio.com/listener for privacy information.

What's the vision for AI strategy execution? Apr 26, 2024

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.

See omnystudio.com/listener for privacy information.

Episode Nine: Mitie - turning operational efficiency into public benefit Apr 25, 2024

Mitie is one of the UK’s leading facilities management and strategic outsourcing firms, delivering services anywhere from schools, to hospitals, transport hubs and commercial spaces. But as these environments — and the people in them — constantly change, Mitie needs to stay one step ahead.

That’s why, in this episode, we speak to Anindya Biswas, Chief Product Officer at Mitie, to find out how the business is using technologies like AI to soup up operational efficiency — and, ultimately, provide exceptional value for employees and customers across the UK.

See omnystudio.com/listener for privacy information.

Writing and AI with Katie Ott - TechBytes Apr 24, 2024

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.

Subscribe today!

See omnystudio.com/listener for privacy information.

Gen AI - The Importance of Strategy Apr 19, 2024

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.

See omnystudio.com/listener for privacy information.

Powerful demos with Anoosha Garimella and Amit Kumar Apr 17, 2024

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

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.

See omnystudio.com/listener for privacy information.

Linguistics and Language in GenAI Apr 10, 2024

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.

Subscribe today!

See omnystudio.com/listener for privacy information.

How ServiceNow Impact can help you get started on your generative AI journey Apr 09, 2024

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

See omnystudio.com/listener for privacy information.

Live from Washington DC with Allen Andreas and Kanika Tolver Apr 03, 2024

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

Check out the other ServiceNow podcasts.

See omnystudio.com/listener for privacy information.

The Future of Hybrid Mar 30, 2024

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.

See omnystudio.com/listener for privacy information.

UX Research and AI with Jessa Anderson Mar 27, 2024

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.

Subscribe today!

See omnystudio.com/listener for privacy information.

What's Driving Hybrid Trends? Mar 26, 2024

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.

See omnystudio.com/listener for privacy information.

Casual Conversation with Chuck Tomasi Mar 20, 2024

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.

See omnystudio.com/listener for privacy information.

Life After ChatGPT with Di Le and Hayley Mortin - Episode 68 Mar 20, 2024

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.

Subscribe today!

See omnystudio.com/listener for privacy information.

World of Work - The Rise of Hybrid Mar 19, 2024

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!

See omnystudio.com/listener for privacy information.

British Telecom accelerates innovation with ServiceNow Training Mar 19, 2024

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.

See omnystudio.com/listener for privacy information.

The role of Generative AI in AIOps Mar 07, 2024

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.

See omnystudio.com/listener for privacy information.

Episode Eight: Lessons from Female Founders Mar 06, 2024

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.

See omnystudio.com/listener for privacy information.

Flow Designer & Workflow Studio with Jingfei Chen Mar 06, 2024

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.

Integrated Technology Management - Putting it All Together Feb 29, 2024

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.

See omnystudio.com/listener for privacy information.

Episode Seven: Forget customer service, what makes a great experience? Feb 26, 2024

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.

Don't Let Your Technology Manage You Feb 22, 2024

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.

See omnystudio.com/listener for privacy information.

Our TOPPODCAST Picks

Follow Us

Stay Connected

Related Podcasts

Links

Stay Connected