ServiceNow TechBytes

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 -
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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

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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

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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
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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

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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

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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

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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

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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

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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

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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

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Episode 67: Enterprise Asset Management Jul 20, 2023

In this episode, Product Managers Juliana Beauvais and Narayan Balabascarane tell us how ServiceNow Enterprise Asset Management extends traditional asset management to the enterprise level for all types of assets. This episode covers:

What is enterprise asset management?
How does Now EAM work?
How did Now EAM get started and evolve?
How does a company start thinking about enterprise asset management?
How does a company get started with Now EAM?
Tips for using Now EAM
What’s in store for Now EAM down the road?

For more information, see:

Product documentation: Enterprise Asset Management
ServiceNow Community: EAM articles
ServiceNow Community: EAM blog
ServiceNow Community Webinar: Setting up for success with EAM

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Episode 66: Natural language understanding Jun 05, 2023

In this episode, Product Manager Sibo Ding tells us how natural language understanding (NLU) capability improves performance and user experience for Virtual Agent, AI Search, and other ServiceNow user interface features. This episode covers:

What is NLU?
How does ServiceNow use NLU?
How does ServiceNow NLU work?
How does a company add NLU to its ServiceNow products?
What’s in store for ServiceNow NLU in the future?

For more information, see:

Product documentation: Natural Language Understanding
ServiceNow Community: Virtual Agent & NLU

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Episode 65: ESG Management Feb 21, 2023

In this episode, Product Manager Vaisakh Krishnan tells us how the Now ESG Management product helps companies develop, manage and report on their Environmental, Social, and Governance program. This episode covers:

What is ESG and why is it important?
ESG challenges
Using ESG Management to develop an ESG program
ESG Command Center
Getting started
For the future

For more information, see:

Product documentation: Environmental, Social, and Governance Management
Servicenow.com: ESG Management
YouTube webinar: Introducing ESG Management
YouTube webinar: What’s New in ESG Management

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Episode 64: Bringing your data together with CSDM Oct 26, 2022

In this episode, Portfolio Manager Mary Vanatta talks about the Common Service Data Model (CSDM), which brings all your data together across the entire platform to help your ServiceNow apps work together better, and enables enterprise-wide reporting. This episode covers:

What is CSDM?
A new way of operating
Implementing CSDM
Getting started

For more information, see:

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Episode 63: Digital Portfolio Management Jul 05, 2022

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

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

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

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

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

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

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

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

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

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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Episode 53: Skills Management Aug 19, 2019

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 52: Virtual Agent and NLU Aug 02, 2019

In this episode, Darius Koohmarey and Nabil Asbi talk about the Virtual Agent feature with natural language understanding. Virtual Agent lets your apps interact with users in human conversations, and NLU helps the system figure out what they really want. This episode covers:

Virtual Agent components
What makes the Virtual Agent workbot different?
How does NLU enhance Virtual Agent?
Virtual Agent Designer
What’s new in the New York release?

For more information, see:

Product documentation: Virtual Agent
Product documentation: Natural Language Understanding in Virtual Agent

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Episode 51: Change Management Apr 29, 2019

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

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

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

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

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

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

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

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

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Episode 44: New content for Discovery Sep 11, 2018

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

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Episode 43: ITSM Virtual Agent Aug 28, 2018

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

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Episode 42: Continual Improvement Management Aug 13, 2018

In this episode, Manjeet Singh talks about the Continual Improvement Management application to help organizations manage their continual-improvement efforts. This episode covers:

Challenges of managing continual improvement
Spotting opportunities for continual improvement
Differences from change management and demand/project
Integration with other applications

For more information, see:

Product documentation: Continual Improvement Management

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Episode 41: Embedded Help and Guided Tours Jun 25, 2018

In this episode, Darius Koohmarey and Sameep Kodia talk about the Embedded Help and Guided Tour features to give users helpful info while they're using the product. This episode covers:

What is embedded help?
Context sensitivity: domain, product screen, and user role
Supported media types
What is a guided tour?
Guided Tour Designer

For more information, see:

Product documentation: Embedded help and guided tours
Blog post: Embedded Help and Guided Tours in Jakarta

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Episode 40: Upgrades Mar 16, 2018

In this week's podcast, Chuck Tomasi talks about ways to streamline the process of upgrading to a new ServiceNow release. This episode covers:

The benefits of upgrading
Using project management practices
Following the documented process
Reviewing skipped changes
Creating a thorough test plan
Considering customizations

For more information on upgrades, see:

Product documentation: Upgrade your instance
Blog post: Tips for streamlining ServiceNow upgrades
Videos:

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Episode 39: Activating Plugins Jan 16, 2018

In this week's podcast, Brenda Henry discusses some of the best tips and tricks for getting plugins activated on your instance.

This episode covers:

What plugins are
How to activate plugins
How to view all plugins, both active and inactive on your instance
Demo data

For more information on Edge Encryption, see:

How do you plug in a plugin? The ins and outs of plugin activation
List of plugins (Kingston)
Activate a plugin
Request a plugin
Purchase a plugin

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ITSM Cast: Service Catalog on the Kingston Service Portal Dec 18, 2017

Join Bharath Padaki and Rohan Tyagi in this episode as they discuss new Kingston features for the Service Catalog in Service Portal.
This episode covers:
- New Kingston features
- Enhancements to current features
- Tips on getting more out of your Service Catalog

For more information on the information experience, see:

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Episode 38: ServiceNow's New Information Experience Dec 06, 2017

In this episode, Darrin Ladd discusses the new ways for customers to find the information they need all in one spot.
This episode covers:
- Improvements in organization of information
- How the information is presented
- How to search for information

For more information on the information experience, see:

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Episode 37: Benchmarks in Jakarta Sep 26, 2017

This week, Manjeet Singh and Brian Hollandsworth discuss the value of Benchmarks and the latest features in the Jakarta release.
This episode covers:
- What's Benchmarks all about?
- Benefits of benchmarking on the platform
- New features for Jakarta
- Customizing your KPIs

For more information on developing applications, see:

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Episode 36: Developing Apps in ServiceNow Aug 16, 2017

This week's podcast brings in the winners of ServiceNow's 2017 Hackathon, Lisa Slavin, Katrina Miller, and Tom Conklin, to talk about how they created an learning management system (LMS) in only one day.
This episode covers:
- ServiceNow Hackathon
- LMS and what it does
- Developing an app
- Issues and challenges
- Tips and tricks for developing your own app

For more information on developing applications, see:

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Episode 35: Reporting Tips and Tricks Jul 18, 2017

In this podcast, Robert Barmentloo talks about how to create useful reports, data sources vs tables, sharing, the new report designer, and more.
This episode covers:
- Creating useful reports
- Staying in platform
- Discouraging export to PDF
- Using data sources instead of tables
- Sharing reports
- New report designer
- Other new Jakarta features

For more information on Reporting, see:

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Episode 34: Web Services Jul 05, 2017

In this episode, Silas Smith and Bryan Barnard discuss Web Services, including content from Istanbul, Jakarta, and Knowledge 17.
This episode covers:
- HTTP logging in Istanbul
- Knowledge 17 and the rise of the internet of things (IoT)
- Server name indication (SNI) in Jakarta
- Web Services resources

For more information on Web Services, see:

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Episode 33: Service Portal in Istanbul Mar 21, 2017

In this episode, Brandon May and Jesse Adams discuss some best practices and tips and tricks for using Service Portal, including new features in Istanbul!
This episode covers:
- How Service Portal differs from CMS
- Search groups and search sources
- Widgets options schema
- Troubleshooting tips

For more information on Service Portal, see:

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Episode 32: Improving Performance Jan 31, 2017

In this episode, Ankit Khetarpal shares his best practices for keeping your ServiceNow instance at peak performance.
This episode covers:
- Stats page
- Semaphores
- Schedule workers
- Debugger
- What's new in Istanbul

For more information on ServiceNow Express, see:

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Episode 31: Getting up to speed with Start Here content in Express Jan 16, 2017

In this episode of TechBytes, Darius Koohmarey discusses a new video series on the Express Support site with tips to help system administrators configure the Express system.
This episode covers:
· Initial configuration
· Incident management
· Service catalog
· Asset and configuration management
· Reporting

For more information on ServiceNow Express, see:

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Episode 30: Quarterly Patching Program Nov 07, 2016

In this episode of TechBytes, Sarah Holberg discusses the quarterly patching program and how you can prepare for and implement new patches every quarter.
This episode covers:
- Differences between an upgrade, patch, and hot fix
- How release notes can help with patching
- Testing on sub-production instances
- Whether you can choose only part of a patch
- How pinning is related to patching
- Patching to a newer version than your target
- The upgrade monitor

For more information on the QPP, see:

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Episode 29: Integrations Oct 24, 2016

This week's episode of TechBytes covers integrations. Cameron Stone and Gabriel Finney discuss their favorite integrations and answer some of the most common questions about integrations.
This episode covers:
- What kind of integrations are possible?
- How does integration work?
- Planning and scoping integrations
- Utilizing subject matter experts
- Using import sets strategically
- Trying the REST API Explorer
- MID server - the Swiss Army knife of ServiceNow
- Orchestration and integration
- Using a sandbox

For more information on Integrations, see:

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Episode 28: Edge Encryption Oct 03, 2016

In this new podcast, Mike Adler and Magaly Drant discuss Edge Encryption and how it can help keep your data more secure.
This episode covers:
- Setting up Edge Encryption
- Tokenization
- Encryption Keys
- Node Alerts

For more information on Edge Encryption, see:

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Episode 27: Service Portal Aug 30, 2016

In this week's podcast, Patrick Wilson explains how to use the new Service Portal, available in Helsinki.
This episode covers:
- No code, low code, and pro code for all levels of users
- Customizing widgets in the portal
- Debugging Service Portal
- Security in the portal

For more information on Service Portal, see:

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Episode 26: Knowledge Management Version 3 Aug 15, 2016

The migration from Knowledge Management v2 to v3 can be a tricky one. Let ServiceNow support help you out. In this podcast, Javier Heredia and Nathan Rensen discuss some of the hottest KM v3 topics.
This episode covers:
- What's new in KM v3
- Categories and topics
- Multiple knowledge bases
- Import feature
- Html sanitizer
- Images, videos, and attachments
- Search
- List control

For more information on KM v3, see:

The specified item was not found.
Guide for moving from KM v2 to KM v3
ServiceNow Product Documentation: Knowledge Management
Getting Started with Knowledge Management v3 - YouTube

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Episode 25: Hibernation of Personal Developer Instances Aug 01, 2016

The developer site recently introduced a feature where instances will hibernate, or "sleep" when they go unused after a couple hours. In this podcast, Bryan Barnard and Jack Nguy discuss what this means for you and how to "wake up" your instance.
This episode covers:
- Personal Development Instances (or PDIs) as the on-ramp to ServiceNow
- Differences between the developer program and the technology partner program
- Overview of hibernation
- Hibernation vs instance reclamation
- Troubleshooting issues
- Instance versions and PDIs
- Plugins and integrations for your PDI

For more information on hibernation and the developer site, see:

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Episode 24: ServiceNow Store partner Workato – The Cure For Your App Integration Blues Jun 30, 2016

In this episode of TechBytes, Martin Barclay chats with Markus Zirn, VP of Business Development at Workato
This episode covers:
· Workato modern enterprise-grade integration platform
· Recipes and integration apps
· Slack and IBM Watson integration at CreatorCon Hackathon

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Episode 23: Reporting in Helsinki Jun 27, 2016

Heath Ramsey returns for a whole podcast about the new features in the ServiceNow Helsinki release. Learn how to improve your reports with an upgrade to Helsinki.
This episode covers:
- Revamped homepages
- Responsive canvas
- New visualizations and the map widget
- Real time Record Watcher widget

For more information on Helsinki Express, see:

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Episode 22: Security Operations Jun 13, 2016

In this podcast, Lisa Henderson and giora.tamir return to talk about new features for Security Operations in the Helsinki release.
This episode covers:
- New features
- Threat intelligence
- Vulnerability response
- Security incident response

For more information on Security Operations, see:

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Episode 21: What's New in Express—Helsinki Release May 27, 2016

In this week's episode of TechBytes, Jason Aloia and Darius Koohmarey talk about some great new features for Express in the Helsinki release.

This episode covers:

New features in Helsinki
Business rules
UI policies
Insert and Stay feature
Custom applications

For more information on Helsinki Express, see:

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Episode 20: HI Service Portal May 09, 2016

With the new Service Portal in HI comes a new podcast! This week, kylin.follenweider talks about what's new with Hi's Service Portal, some cool features to look out for, and navigation tips and best practices.

This episode covers:

Unauthenticated help page
Tour feature for the new site
Improved homepage
Improved incident form
Service portal mobile experience
Stay up-to-date with Portal news in the ServiceNow Community

For more information on the HI Service Portal, see:

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Episode 19: Automated Testing: Q&A with Roger Enriquez, Cerna Solutions Apr 26, 2016

Learn how to automate your functional, regression, and UAT testing to reduce time and increase quality with CapIO, the end-end testing tool for ServiceNow. Dave Slusher, ServiceNow Developer Evangelist and automated testing guru, asks Roger the questions you want the answers to if you’re in QA or DevOps.
Q&A with Roger Enriquez, Integration Architect at Cerna Solutions

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Episode 18: SDLC in the Project Portfolio Suite Apr 06, 2016

This episode of ServiceNow Techbytes features Mark Scoggins, a Senior Solutions Consultant at ServiceNow, as he explains what Software Development LifeCycle (SDLC) is and best practices to put it in place and use it.

This episode covers:

How to integrate change management and SDLC
Managing sprints
Involving product owners in the process
Using visual task boards with SDLC
Sneak peek into Knowledge16

For more information on SDLC, see:

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Episode 17: Getting Started with the ServiceNow Documentation Site Mar 21, 2016

In this episode of ServiceNow Techbytes, Amy Bowman, ServiceNow’s Senior Manager of Information Development, introduces us to the new ServiceNow Documentation site. She explains how to use the enhanced search capabilities, generate PDFs from the content, and provide feedback to the Information Development team.

This episode covers:

The new and improved search engine
How to generate PDFs from docs content
How to use the feedback form

For more information on the Product Documentation, see:

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Episode 16: ServiceNow Performance Analytics Mar 08, 2016

In this episode of ServiceNow Techbytes, Heath Ramsey discusses how you can use Performance Analytics as the “face of your instance” to visualize data collected over time and improve your business processes.

This episode covers:

The history of Performance Analytics
How to obtain the application
Using indicators
Importance of time in Performance Analytics
Using breakdowns and dashboards
Sneak peek into Knowledge 16 and CreatorCon

For more information on Performance Analytics, see:

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Episode 15: Reporting in ServiceNow Feb 23, 2016

In this episode of ServiceNow Techbytes, Heath Ramsey discusses the Reporting application and the best ways to create and manage reports on the ServiceNow platform.

This episode covers:

Streamlining reports
Report administration
Report security
Multi-level pivot tables
Conditional formatting
Multi-level drill-down

For more information on Reporting, see:

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Episode 14: ServiceNow Store Update and Interview with MobiChord Co-Founder & CEO Feb 09, 2016

Herbert Uhl explains how ServiceNow customers are realizing significant OPEX savings and gaining operational efficiencies with MobiChord’s Mobile Expense and Asset Management app.
See More Podcasts at https://community.servicenow.com/community/experts-corner/techbytes-podcasts

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Episode 13: Participating in the ServiceNow Online Community Feb 08, 2016

In this episode of ServiceNow Techbytes, Mani Korada, Cory Seering, and Bianca Vaccarini talk about how you can get your burning ServiceNow product questions answered in our friendly and supportive online ServiceNow Community.
This episode covers:

Overview of Community
How to ask questions that get answered
How referencing product documentation helps you get better answers
When to write a blog post
Tips on answering questions
Community etiquette
How to find content quickly on Community

For more information on the ServiceNow Community, see:

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Episode 12: Using the ServiceNow Knowledge Base Application Jan 25, 2016

This week's podcast features servicenowkevin as he talks about how we use the Knowledge Base application on HI (the ServiceNow Customer Support instance) to provide searchable, high-quality content to customers.

This episode covers:

Tagging and search optimization
Pinning articles
Reports
Multiple-KB function (NEW in UI16!)
Article view properties
Feedback Mechanism
Sneak peek at Knowledge 16

For more information on Knowledge Management, see:

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Episode 11: New in the Geneva Release - Scripted REST APIs Jan 11, 2016

In this episode of ServiceNow Techbytes, bryanbarnard and cesar.sandoval talk about building an API for your ServiceNow app using the new Scripted REST APIs functionality available in the Geneva release.
This episode covers:
An overview of Scripted REST APIs
Versioning Scripted REST APIs
Importance of documenting Scripting REST APIs
Use cases for Scripted REST APIs
https://community.servicenow.com

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Episode 10: ServiceNow Store Updates and Evergreen CEO Dec 17, 2015

In this podcast we provide an update on what’s new with the ServiceNow Store. We also interview Don Casson the CEO of Evergreen Systems and learn more about their apps found on the ServiceNow Store.

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Episode 9: ServiceNow Developers Site Dec 07, 2015

In this episode of ServiceNow Techbytes, patrickd talks about the benefits of the ServiceNow Developers Site and what it can do for you and your company.
This episode covers:

An overview of the Developers Site
Perks of joining the Developers Site
What you can do with the Developers Site
Sneak peek into CreatorCon 2016

For more information on ServiceNow Field Service Management, please see:

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Episode 8: ServiceNow Security Incident Response Nov 10, 2015

In this episode of ServiceNow Techbytes, Lisa Henderson and giora.tamir provide details about the new Security Incident Response application that can track the progress of security-related incidents from initial analysis to containment, eradication, and recovery.

This episode covers:

What to expect from the new Security Incident Response application
Some features of the Security app
Best practices when using the new Security app

For more information on ServiceNow Field Service Management, please see:

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

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Episode 7: ServiceNow Knowledge Management Oct 22, 2015

In this episode of ServiceNow TechBytes, ServiceNow product manager mike.malcangio talks about using the Knowledge Management Application to view, create, edit, organize, share, and manage content across your organization.

For more information on ServiceNow Knowledge Management, please see:

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Episode 6: ServiceNow Field Service Management and Geolocation Oct 12, 2015

In this episode of ServiceNow TechBytes, Sean Barrett discusses how you can use the Field Service Management application and geolocation to manage work tasks of any kind that need to be performed by agents in the field.
This episode covers:

Ways to use Field Service Management
Why and how to use the geo-tracking feature
How Field Service Management relates to other applications in ServiceNow
Offline support with mobile technology partners

For more information on ServiceNow Field Service Management, please see:

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Episode 5: Discovery - Tips, Tricks, and Best Practices Sep 29, 2015

In this episode, you can find tips and tricks for using the powerful Discovery tool to identify, maintain, and get control of the configuration items in your Configuration Management Database (CMDB).

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Episode 4: ServiceNow Visual Task Boards Sep 10, 2015

In this episode, Jason Aloia and Darren Richards talk about using visual task boards, an interactive graphical application that makes it easy for teams to manage and collaborate on multiple tasks.

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Episode 3: Developing Apps For The ServiceNow Store Sep 04, 2015

In the latest episode of TechBytes, Grant Hulbert explains how developers can add their innovative applications to the ServiceNow Store and sell them or offer them for free to others in the ServiceNow ecosystem.

News Bulletin:

ServiceNow | Delivering Enterprise Value with Service Management

KPMG brings ServiceNow guru to New Zealand | Scoop News

Submit your ServiceNow Selfie!

For more information on the ServiceNow Technology Partner Program, see:

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Episode 2: ServiceNow Express Implementation Tips To Automate Business Processes Sep 04, 2015

Keyvan Berenjian on implementing ServiceNow Express quickly and using the product to automate processes from ITSM to human resources onboarding and more.

For more information on ServiceNow Express, see:

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Episode 1: ServiceNow Store Updates & Event Management Integrations App By Evanios Sep 04, 2015

The ServiceNow Store presents a monthly podcast showcasing updates to the ServiceNow Store, app highlights, and interviews. This podcast offers customers insight into what’s new and available on the store.

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