Syncing with ServiceNow

What can Jurassic Park teach us about AI? More than you think. In Episode 55 of Syncing with ServiceNow , Fred Reynolds and Kristin McDonald break down one of the biggest challenges organizations face today: not whether they can implement AI, but whether they should . From “human in the loop” to “human at the helm,” this conversation dives into how AI should actually be used in real-world environm...

Legacy CRM systems slow sales teams down with manual data entry, disconnected tools, and error-prone handoffs from quote to delivery. In this episode of Syncing with ServiceNow , host Fred Reynolds is joined by Kristin McDonald to break down how ServiceNow’s AI-native CRM approach is changing that reality. Using ServiceNow’s blog “Legacy CRM Steals Time, AI Returns It” as a starting point, the con...

In this episode, Fred Reynolds and Kristin McDonald discuss the advancements and implications of AI in IT service management, particularly focusing on ServiceNow's leadership in the field. They explore how AI is being integrated into workflows, the importance of knowledge management, and the role of AI as a complement to human workers rather than a replacement. The conversation also highlights rea...

In this episode of Syncing with ServiceNow , host Fred Reynolds and Kristin McDonald dive into Gartner’s latest recognition of ServiceNow as a Leader in Business Orchestration Automation Technologies (BOAT) . They explore how ServiceNow’s orchestration engine, data unification, and AI capabilities have evolved from early workflow automation to today’s powerful, interconnected platform. Fred and Kr...

Host Andy Whiteside is joined by Fred Reynolds and Kristen McDonald to unpack how to get real outcomes from ServiceNow, not just another go-live. The crew recaps Gartner’s recognition across six tech workflow segments, then dives into where AI delivers value today and what foundations you need in place first. In this episode: Why many ServiceNow orgs stall: it’s not the code, it’s the implementati...

In this milestone 50th episode of Syncing with ServiceNow , host Andy Whiteside and co-host Fred Reynolds are joined by Guillaume Seynhaeve (G) from 3CLogic to explore how Voice AI is transforming customer service and the contact center experience. They discuss 3CLogic’s Voice AI Hub, its deep integration with ServiceNow, and how enterprises can streamline operations, improve service quality, and...

In Episode 49 of Syncing with ServiceNow , host Andy Whiteside is joined by Mike Sabia and John Dahl for an in-depth discussion on ServiceNow Lens —a powerful new capability that uses generative AI to extract and act on data directly from your screen . The team explores how Lens empowers support agents and developers by instantly capturing error messages, screenshots, and log files, then automatic...

In this episode of Syncing with ServiceNow , Andy Whiteside, Fred Reynolds, and Mike Sabia dive deep into ServiceNow’s evolving role in the CRM landscape. From its CSM roots to its growing capabilities in sales, field service, and AI-driven customer experience, the team explores how ServiceNow is redefining what CRM means in a digital-first world. They discuss: Why XenTegra hasn’t lost a customer...

n this episode of Syncing with ServiceNow , host Andy Whiteside is joined by Fred Reynolds, Practice Lead for XenTegra’s Modern Apps team, and Mike Sabia, Master Architect, for a deep dive into the major highlights from ServiceNow’s Knowledge 2025 conference. From AI breakthroughs to customer success stories, the team unpacks: Why AI + Data + Workflows is the winning formula—and how most organizat...

In episode 45 of "Syncing with ServiceNow," host Andy Whiteside delves into the transformative powers of AI in business with a distinguished panel including Mike Sabia and John Dahl. The discussion explores the three tiers of AI—Analytical, Generative, and Agentic—and their roles in enhancing business operations. The episode uncovers how businesses can harness AI to improve customer service, strea...

Join Andy Whiteside and guests Mike Sabia and Fred Reynolds where we dive deep into the pivotal topic of multi-factor authentication (MFA). As ServiceNow gears up for its new Yokohama release, enforcing MFA becomes not just a recommendation but a necessity. Our experts discuss the criticality of MFA in safeguarding your digital infrastructure, how ServiceNow users can seamlessly transition to enha...

At ServiceNow, we make the world work better for everyone. These aren’t just words—they demonstrate who we are through our actions every day. The extraordinary power of our people is at the core of every innovation, team achievement, and spark of creativity, as well as how we make the world work better for everyone. That’s why we’re incredibly honored to have earned a spot on Fortune World’s Best...

In this episode of Syncing with ServiceNow, hosts Eddie McDonald and Mike Sabia dive into ServiceNow's recent recognition as a leader in the 2024 Gartner Magic Quadrant for Enterprise Low-Code Application Platforms.  For the fifth consecutive year, ServiceNow has been acknowledged for empowering organizations with low-code tools designed to meet today’s dynamic business needs. Eddie and Mike explo...

AI is changing everything, including IT leaders’ to-do lists. Nearly every team across the modern enterprise—from HR to public relations to customer service to engineering—is using AI to get work done, according to recent ServiceNow research on the changing role of IT leadership in the AI era. As a result, IT leaders have been propelled to center stage. Chief information officers, chief technology...

Generative AI (GenAI) has disrupted how virtually every organization operates. In fact, 81% of organizations around the globe plan to increase their AI spend next year, according to the Enterprise AI Maturity Index by ServiceNow and Oxford Economics. But are they fully prepared to tap into the opportunities? Host: Andy Whiteside Co-host: Mike Sabia Co-host: Eddie McDonald

IT experiences regular waves of innovation, most recently with generative AI. Meanwhile, IT’s core imperatives remain constant. Year after year, Enterprise Management Associates (EMA) research consistently ranks reducing the frequency, duration, and impact of incidents and outages as the top operational objective for IT. That goal holds true for organizations of all sizes across industries globall...

In Episode 38 of "Syncing with ServiceNow," your host Eddie McDonald, filling in for Andy Whiteside, dives into a crucial conversation on how HR leaders are at the forefront of business transformation. Joined by Mike Sabia, XenTegra's certified master architect, the duo explores a recent blog post titled "Survey Finds HR Leaders Will Drive Business Transformation." In this episode, Eddie and Mike...

In a competitive market, delivering great customer service is critical to maintaining relevance and exceeding expectations. However, many organizations struggle to manage fragmented systems, front and back offices that don’t “talk” to each other, and clunky workflows that tap into far too many systems and applications. In fact, according to the ServiceNow Customer Experience Trends report, “44% of...

Only 52% of workers felt satisfied with their latest employee onboarding experience, according to a Paychex survey . That means just under half of new hires are dissatisfied and feel unprepared to start their new jobs. Nearly 40% of survey respondents found onboarding clear, 32% said it was confusing, and 22% said it was disorganized. Four out of five (80%) new hires who feel undertrained due to p...

In a competitive market, delivering great customer service is critical to maintaining relevance and exceeding expectations. However, many organizations struggle to manage fragmented systems, front and back offices that don’t “talk” to each other, and clunky workflows that tap into far too many systems and applications. In fact, according to the ServiceNow Customer Experience Trends report, “44% of...

Knowledge 2024 was an incredible, action-packed three days of inspiring keynotes, exciting demos and breakout sessions, and plentiful networking opportunities for the 20,000 ServiceNow customers, partners, and developers in attendance. In addition to announcements about expanded GenAI, workflow automation, and partner solutions , here are the key takeaways from Knowledge Host: Andy Whiteside Co-ho...

SANTA CLARA, Calif. – March 19, 2024 – ServiceNow (NYSE: NOW), the leading digital workflow company making the world work better for everyone, has been named a Leader in two IDC MarketScape vendor assessments: Worldwide Value Stream Management (VSM) and Agile Project and Portfolio Management 2023‑2024 Worldwide Strategic Portfolio Management (SPM) and IT Project and Portfolio Management 2023‑2024...

The demands of modern businesses continue to reshape IT asset management ( ITAM ) beyond traditional practices and tools. ServiceNow commissioned Enterprise Management Associates to survey 450 global IT leaders on the state of ITAM. Our report, “ A business view of ITAM ,” sheds light on the most critical aspects leaders need to focus on to deliver ITAM success . Host: Andy Whiteside Co-host: Fred...

Organizations are under more pressure than ever to maximize the benefits of their digital transformation technology investments. Those that use technology to ramp up productivity will leapfrog the competition. At ServiceNow, we’re excited to support organizations in their digital transformation journeys. The Now Platform® Washington, D.C., release , available today, is designed to do exactly that....

At ServiceNow, we’re driven by our purpose to make the world work better for everyone. To that end, one of our top priorities is helping the global nonprofit sector digitally transform its operations. That’s why we’re launching the ServiceNow.org Partnership for Good Grant : to provide nonprofits with technology that will allow them to do better business and more good. In 2024, we’ll award four gr...