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Latest Episodes:

Episode 53: Skills Management Aug 19, 2019

Show notes

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 started
Sneak peak at future enhancements

For more information, see:

Product documentation: Skills Management

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Episode 51: Change Management Apr 29, 2019

Show notes

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 Management
Product Documentation: Change Management release notes for Madrid
Videos: Change Management

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To catch clips behind the scenes with our guests and hear about new episodes before they’re published, follow @NOWsupport on Twitter. You can also search Twitter using #SNtechbytes for previous podcasts, video clips and pictures.

See omnystudio.com/listener for privacy information.

Episode 50: Walk-Up in Madrid Apr 08, 2019

Show notes

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 migration to Madrid

For more information, see:

Product Documentation: Walk-Up Experience
Product Documentation: Walk-Up Experience release notes
Video: ITSM Walk-Up Experience
Podcast: Episode 45: The Walk-Up Experience (London)

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Episode 49: Coaching application Mar 26, 2019

Show notes

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: Coaching
Product Documentation: Coaching release notes

Your feedback helps us serve you better. Did you find this podcast helpful? Please leave a comment!

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Episode 48: Mobile Platform and Mobile Studio Mar 15, 2019

Show notes

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 - Madrid

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Episode 47: Flow Designer Mar 07, 2019

Show notes

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 Designer

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Episode 46: IBM Watson on the Now Platform Dec 17, 2018

Show notes

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 ServiceNow Developers > Share: IBM Watson Services

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Episode 45: The Walk-Up experience Sep 28, 2018

Show notes

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 channel

Your feedback helps us serve you better! Did you find this podcast helpful? Please leave a comment to tell us why or why not.

To catch clips behind the scenes with our guests and hear about new episodes before they’re published, follow @NOWsupport on Twitter. You can also search Twitter using #SNtechbytes for previous podcasts, video clips and pictures.

See omnystudio.com/listener for privacy information.

Episode 44: New content for Discovery Sep 11, 2018

Show notes

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 containers

For more information, see:

Product documentation: Discovery

Your feedback helps us serve you better! Did you find this podcast helpful? Please leave a comment to tell us why or why not.

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Episode 43: ITSM Virtual Agent Aug 28, 2018

Show notes

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 you find this podcast helpful? Please leave a comment to tell us why or why not.

See omnystudio.com/listener for privacy information.

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