ServiceNow Insights

In this episode of ServiceNow's Now Insights podcast, host Bobby Brill delves into the realm of usability and accessibility in enterprise software with special guests Aileen Hackett, Director of Product Management for Accessibility at ServiceNow, and Pratik Contractor, Senior Manager of Product Management for Accessibility and Platform Experience. The conversation covers the importance of integrat...

In this episode, we dive into RaptorDB with Will Johnson, VP of Data Platform Engineering at ServiceNow. Will shares his background and elaborates on RaptorDB's role in optimizing ServiceNow's data platform, including its unique hybrid transactional and analytical processing (HTAP) capabilities. The episode also covers the rollout process, customer feedback, and future directions for scaling and i...

Listen to this episode to learn about digital accessibility and compliance from ServiceNow's Global Head of Accessibility Customer Engagement, Alaina Beaver. She joins host Bobby Brill and they discuss conformance, legislation, and global standards in a clear and engaging way. You'll learn that accessibility is more than just following the rules. It's about making it easier for everyone, including...

In this episode, ServiceNow’s multimedia team—Dana Haines, Macy Douglas, and Bobby Brill—discuss the process of creating high-quality video content for the company’s documentation site and YouTube channel. They explain how they use AI-powered tools like Gemini, Writer, and Well Said Labs to streamline their workflows and maintain a consistent tone and style across their vid...

In this episode, Bobby Brill is joined by ServiceNow's Global Head of Accessibility Customer Engagement, Alaina Beaver and Accessibility Lead, Tony Morales to discuss accessibility at ServiceNow. They explore the concept of accessibility and its relationship to diversity, equity, and inclusion. Alaina shares her perspective on promoting accessibility to customers and the significance of customer e...

In this thought-provoking conversation, Roberto Bacci, Ryan Dux, and Midam Kim discuss why the humanities are more important than ever in the age of AI. They explore the importance of interdisciplinary collaboration in innovation. The conversation also highlights the role of the humanities in improving the capabilities of AI, making it more human-friendly, trustworthy, and responsible. Our guests...

In this episode of TechBytes, AI Governance Product Manager at ServiceNow, Louis Philip Morin, discusses the critical aspects of trust in AI. The conversation delves into the challenges of creating AI experiences free from toxic and malicious language, highlighting the role of Now Assist Guardian in customizing user experiences. The episode explores the nuances of offensive language, prompt inject...

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...

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 outco...

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 d...

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...

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 f...

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 ServiceNo...

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...

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...

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 e...

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 po...

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 manageme...

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...

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 do...

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: Product documentation: Common...

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:...

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...

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 Optimiza...

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 individu...