Episodes
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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 ResearchHost -
Bobby Brill, Senior Multimedia ProducerFor more information head over to our documentation site.
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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 EAMWhat’s in store for Now EAM down the road?For more information, see:
Product documentation: Enterprise Asset ManagementServiceNow Community: EAM articlesServiceNow Community: EAM blogServiceNow Community Webinar: Setting up for success with EAMYour feedback helps us serve you better – please leave us a comment.
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Missing episodes?
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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 UnderstandingServiceNow Community: Virtual Agent & NLUYour feedback helps us serve you better – please leave us a comment.
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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 challengesUsing ESG Management to develop an ESG programESG Command CenterGetting startedFor the futureFor more information, see:
Product documentation: Environmental, Social, and Governance ManagementServicenow.com: ESG ManagementYouTube webinar: Introducing ESG ManagementYouTube webinar: What’s New in ESG ManagementYour feedback helps us serve you better – please leave us a comment!
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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 operatingImplementing CSDMGetting startedFor more information, see:
Product documentation: Common Service Data ModelCSDM 4.0 White paperNow Create: CSDM Getting Started WorkshopNow Create: CSDM Data Modeling WorkbookNow Create: CSDM Data Model ExamplesCommunity article: 20 Steps to Align to CSDMYour feedback helps us serve you better – please leave us a comment!
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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 DPMEnterprise and personal portfoliosKPIs to monitor your apps and servicesGetting startedScaling upPlans for the futureFor more information, see:
Product documentation: Digital Portfolio ManagementVideo: Digital Portfolio Management overviewDigital Services ForumYour feedback helps us serve you better – please leave us a comment!
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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 futureFor more information, see:
Product documentation: App Engine Studio Community forum Community blog: Where to start with App Engine StudioServiceNow Developer Program Citizen Development ProgramYour feedback helps us serve you better – please leave us a comment!
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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 processesEvolution of the Process Optimization appIntegrating Process Optimization with other capabilitiesGetting started with Process OptimizationPlans for the futureFor more information, see:
Product documentation: Process OptimizationCommunity forum: Process OptimizationYour feedback helps us serve you better! Did you find this podcast helpful? Please leave us a comment to tell us why or why not.
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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-callForecasting agent demandPerformance Analytics and KPIs for individual agentsUsing external learning resources for agentsFor more information, see:
Product documentation: Workforce Optimization for ITSMCommunity blog: Workforce Optimization for ITSM - Rome featuresCommunity article: Managing on-call and normal workshifts in Workforce Optimization for ITSMCommunity article: Driving Employee Engagement and Upskilling the Workforce through Coaching With LearningYour feedback helps us serve you better! Did you find this podcast helpful? Please leave us a comment to tell us why or why not.
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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 ManagementChange Success Score (CSS) overviewGood ways to use CSSWhat CSS values meanGetting startedBehind the scenes: how CSS worksFor more information, see:
Product documentation: Change Success ScoreYour feedback helps us serve you better! Did you find this podcast helpful? Please leave a comment.
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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 casesPretrained ML modelsUsing Guided Setup to create ML modelsHelp with implementing MLPerformance analytics for MLGetting startedFor more information, see:
Product documentation: ITSM Predictive Intelligence WorkbenchProduct documentation: HR Predictive Intelligence WorkbenchPredictive Intelligence Community: Predictive IntelligenceYour 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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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 managementHow does the SAM app help?Using the SAM app to optimize the use of concurrent licensesOpenLM integration with the SAM appTips for getting startedFor more information, see:
Product documentation: Software Asset ManagementCommunity: Software Asset ManagementYour feedback helps us serve you better! Did you find this podcast helpful? Please leave us a comment.
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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 CommunitySuggesting enhancementsSearching, commenting and votingCommunity support – top suggestionsTips for starting your own Idea PortalFor more information, see:
Product documentation: Idea PortalNow Community documentation: Idea PortalYour feedback helps us serve you better! Did you find this podcast helpful? Please leave us a comment.
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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 appAggregating vendor data and evaluating performanceGetting startedWhat’s in store in future releases?For more information, see:
Product documentation: Understanding the Vendor Manager Workspace experienceCommunity blog: Digital transformation and the role of your vendorsCommunity blog: Vendor Management Workspace OverviewYour feedback helps us serve you better! Did you find this podcast helpful? Please leave us a comment to tell us why or why not.
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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 ManagementWhat does Service Owner Workspace do?Metrics on performance and trendsSpend estimates and change impactsIntegration with other ITSM appsGetting startedWhat’s in store in future releases?For more information, see:
Product documentation: Service Owner Workspace premium experienceCommunity topic page: Service Portfolio ManagementYour feedback helps us serve you better! Did you find this podcast helpful? Please leave us a comment to tell us why or why not.
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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 projectsAutomating skills assessment and managementEvaluating skill gaps and training effortsAutomating work assignmentsGetting startedSneak peak at future enhancementsFor more information, see:
Product documentation: Skills ManagementYour feedback helps us serve you better! Did you find this podcast helpful? Please leave us a comment to tell us why or why not.
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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 componentsWhat makes the Virtual Agent workbot different?How does NLU enhance Virtual Agent?Virtual Agent DesignerWhat’s new in the New York release?For more information, see:
Product documentation: Virtual AgentProduct documentation: Natural Language Understanding in Virtual AgentYour feedback helps us serve you better! Did you find this podcast helpful? Please leave us a comment to tell us why or why not.
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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 organizationChange types: standard, emergency and normalManaging the risks of changesThe Change Advisory BoardFor more information, see:
Product Documentation: Change Management Product Documentation: Change Management release notes for MadridVideos: Change ManagementYour feedback helps us serve you better. Did you find this podcast helpful? Please leave a comment!
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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 requestorsAgent Workspace for walk-up techniciansAdvanced Work Assignment for routing workTips for smooth migration to MadridFor more information, see:
Product Documentation: Walk-Up ExperienceProduct Documentation: Walk-Up Experience release notesVideo: ITSM Walk-Up ExperiencePodcast: Episode 45: The Walk-Up Experience (London)Your feedback helps us serve you better. Did you find this podcast helpful? Please leave a comment!
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.
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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 traineeThe coaching processVirtual coachingBuilding coaching into a workflowIntegrating other ServiceNow capabilitiesFor more information, see:
Product Documentation: CoachingProduct Documentation: Coaching release notesYour feedback helps us serve you better. Did you find this podcast helpful? Please leave a comment!
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.
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