ServiceNow Insights

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...

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 ana...

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 opt...

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 Id...

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 vendo...

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 p...

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 a...

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 ris...

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 Ag...

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...

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: Mob...

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 Produc...

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 Comm...

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...

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...

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 informa...

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 do...

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: Embedd...

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...

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...

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: Service Catalog Service Catalog on Service Portal Your...

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 Experience Save Time and Increase Efficiency with H...

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 in Jakarta New KPIs and cross platform functionali...

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...

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: Performa...