ServiceNow Insights

Latest Episodes:

Episode 63: Digital Portfolio Management Jul 05, 2022

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In this episode, product manager Caitlin Morse and development lead Justin Hardin talk about Digital Portfolio Management (DPM), a new way to manage your company’s apps and digital services. This episode covers:

Overview of DPM
Enterprise and personal portfolios
KPIs to monitor your apps and services
Getting started
Scaling up
Plans for the future

For more information, see:

Product documentation: Digital Portfolio Management
Video: Digital Portfolio Management overview
Digital Services Forum

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Episode 62: App Engine Studio May 23, 2022

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In this episode, product manager Jina Li and lead engineer Sravani Nuti talk about App Engine Studio, which helps everyone build ServiceNow apps, not just developers. This episode covers:

Overview and history of AES
Getting started with AES
Scaling up
Collaborating to develop apps more effectively
Flexibility in deploying apps
Plans for the future

For more information, see:

Product documentation: App Engine Studio
Community forum
Community blog: Where to start with App Engine Studio
ServiceNow Developer Program
Citizen Development Program

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Episode 61: Process Optimization Feb 11, 2022

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In this episode, product manager Manjeet Singh talks about Process Optimization, a ServiceNow native process-mining application to help process owners and business analysts identify, streamline, and automate workflows for their enterprise. This episode covers:

What is process optimization?
Identifying and streamlining processes
Evolution of the Process Optimization app
Integrating Process Optimization with other capabilities
Getting started with Process Optimization
Plans for the future

For more information, see:

Product documentation: Process Optimization
Community forum: Process Optimization

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Episode 60: Workforce Optimization for ITSM Oct 22, 2021

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In this episode, product manager Niki Patel talks about the Workforce Optimization application for IT service managers, including some new features for the Rome release to help companies take full advantage of today’s distributed workforce. This episode covers:

What is Workforce Optimization?
Flexible scheduling and on-call
Forecasting agent demand
Performance Analytics and KPIs for individual agents
Using external learning resources for agents

For more information, see:

Product documentation: Workforce Optimization for ITSM
Community blog: Workforce Optimization for ITSM - Rome features
Community article: Managing on-call and normal workshifts in Workforce Optimization for ITSM
Community article: Driving Employee Engagement and Upskilling the Workforce through Coaching With Learning

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Episode 59: Change Success Score Jan 26, 2021

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In this episode, product owner Greg Morrison talks about a new feature for Change Management. Change Success Score measures the success rate for each change team over time to help improve their performance and refine your change process. This episode covers:

Background: Change Management
Change Success Score (CSS) overview
Good ways to use CSS
What CSS values mean
Getting started
Behind the scenes: how CSS works

For more information, see:

Product documentation: Change Success Score

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Episode 58: Predictive Intelligence Workbench Oct 15, 2020

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In this episode, product manager Raghu Vemuri talks about the PI Workbench application, new in the Paris release. PI Workbench helps you add machine learning (ML) to your ServiceNow workflows, and monitor and manage the results. This episode covers:

What is PI Workbench all about?
Common use cases
Pretrained ML models
Using Guided Setup to create ML models
Help with implementing ML
Performance analytics for ML
Getting started

For more information, see:

Product documentation: ITSM Predictive Intelligence Workbench
Product documentation: HR Predictive Intelligence Workbench
Predictive Intelligence Community: Predictive Intelligence

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Episode 57: Optimizing concurrent licenses using SAM Jan 07, 2020

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In this episode, product owners Rohan Tyagi and Julian Flores talk about managing and optimizing concurrent software licenses using the ServiceNow Software Asset Management (SAM) application, including the integration of the OpenLM license management solution in the Orlando release. This episode covers:

Quick overview of Software asset management
How does the SAM app help?
Using the SAM app to optimize the use of concurrent licenses
OpenLM integration with the SAM app
Tips for getting started

For more information, see:

Product documentation: Software Asset Management
Community: Software Asset Management

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Episode 56: Now Community Idea Portal Oct 18, 2019

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In this episode, product owners Lawrence Eng and Chaya Kornreich talk about the new Idea Portal in the Now Community. Based on the Now Platform’s Idea Portal feature, the Community portal lets members suggest enhancements to ServiceNow products, and search, vote and comment on suggestions from other members. This episode covers:

What is the ServiceNow Idea Portal feature?
Implementing the Idea Portal in the Now Community
Suggesting enhancements
Searching, commenting and voting
Community support – top suggestions
Tips for starting your own Idea Portal

For more information, see:

Product documentation: Idea Portal
Now Community documentation: Idea Portal

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Episode 55: Vendor Manager Workspace Sep 30, 2019

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In this episode, product manager Niki Patel talks about the new Vendor Manager Workspace application. This app helps vendor managers by aggregating vendor data from across the platform and providing analytics to help monitor and evaluate vendor performance. This episode covers:

What is vendor management?
What does Vendor Manager Workspace do?
Beyond the old Vendor Performance app
Aggregating vendor data and evaluating performance
Getting started
What’s in store in future releases?

For more information, see:

Product documentation: Understanding the Vendor Manager Workspace experience
Community blog: Digital transformation and the role of your vendors
Community blog: Vendor Management Workspace Overview

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Episode 54: Service Owner Workspace Sep 13, 2019

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In this episode, product manager David Thigpen talks about the new Service Owner Workspace application. This app helps service owners by aggregating service data from across the platform and providing analytics to help monitor and evaluate service trends and performance. This episode covers:

Service Owner Workspace and Service Portfolio Management
What does Service Owner Workspace do?
Metrics on performance and trends
Spend estimates and change impacts
Integration with other ITSM apps
Getting started
What’s in store in future releases?

For more information, see:

Product documentation: Service Owner Workspace premium experience
Community topic page: Service Portfolio Management

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