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 gro…

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 support…

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. Valde…

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 f…

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 th…

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 - A…

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…

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 i…

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 expectati…

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 concer…

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 comp…

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 Se…

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 Fo…

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 mor…

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 …

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 …

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 Pro…

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…

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…

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 M…

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 H…

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 Service…

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? Beyon…

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 …

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…

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? H…

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 type…

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. T…

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 proc…

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…

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:…

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: Eas…

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 wa…

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 stor…

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 …

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 …

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 informa…

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 upgrad…

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 …

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: Product Documentation: Serv…

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: Transforming the ServiceNow Information E…

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: Joys of Benchmarks …

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 developin…

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 feature…

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: Dev…

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: Removi…

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: Product documentation: platform performance Preserve performance by halting excess…

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…

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 …

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 exper…