Episodios
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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 PriceFor more information head over to our documentation site.
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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.
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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 PriceFor more information head over to our documentation site.
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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 ServiceNowHost -
Bobby Brill, Senior Multimedia ProducerFor more information head over to our documentation site.
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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.
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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 BrillFor more information head over to our documentation site.
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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 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 EAMYour feedback helps us serve you better – please leave us a comment.
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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 Understanding ServiceNow 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 challenges Using ESG Management to develop an ESG program ESG Command Center Getting started For the futureFor 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 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 operating Implementing CSDM Getting startedFor more information, see:
Product documentation: Common Service Data Model CSDM 4.0 White paper Now Create: CSDM Getting Started Workshop Now Create: CSDM Data Modeling Workbook Now Create: CSDM Data Model Examples Community 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 DPM Enterprise and personal portfolios KPIs to monitor your apps and services Getting started Scaling up Plans for the futureFor more information, see:
Product documentation: Digital Portfolio Management Video: Digital Portfolio Management overview Digital 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 Studio ServiceNow 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 processes Evolution of the Process Optimization app Integrating Process Optimization with other capabilities Getting started with Process Optimization Plans for the futureFor more information, see:
Product documentation: Process Optimization Community 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-call Forecasting agent demand Performance Analytics and KPIs for individual agents Using external learning resources for agentsFor 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 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 Management Change Success Score (CSS) overview Good ways to use CSS What CSS values mean Getting started Behind 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 cases Pretrained ML models Using Guided Setup to create ML models Help with implementing ML Performance analytics for ML Getting startedFor more information, see:
Product documentation: ITSM Predictive Intelligence Workbench Product documentation: HR Predictive Intelligence Workbench Predictive 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 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 startedFor more information, see:
Product documentation: Software Asset Management Community: 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 Community Suggesting enhancements Searching, commenting and voting Community support – top suggestions Tips for starting your own Idea PortalFor more information, see:
Product documentation: Idea Portal Now 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 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 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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