ServiceNow Insights 

ServiceNow Community

ServiceNow Insights is your insider’s guide to the world of ServiceNow. Join us as we unpack the latest products, innovations, and updates with in-depth discussions led by the creators behind the platform. Hear firsthand about the challenges they've overcome, the solutions they've pioneered, and the exciting future they envision. Whether you're a seasoned admin, agent, platform owner, or just discovering the power of ServiceNow,  and offers valuable insights to help you stay informed and leverage the full potential of the platform.

  1. The Cost of Building the Right Thing | AI, Speed & Discernment at ServiceNow

    3d ago

    The Cost of Building the Right Thing | AI, Speed & Discernment at ServiceNow

    Engineering teams are building ten times — even a hundred times — more than they could two years ago. That's a win, but one not without challenges. Because the cost of building the right thing has climbed exponentially. In this episode of the ServiceNow Insights podcast, host Bobby Brill sits down with three leaders who are living this tension from three distinct angles: the content and design leader who first spotted the productivity math problem, the design VP pushing for discernment over speed, and the research lead keeping the human at the center. ━━━━━━━━━━━━━━━━━━━━━━━━IN THIS EPISODE ━━━━━━━━━━━━━━━━━━━━━━━━ DAVID HOARE — Group VP, Digital Content & Design, ServiceNow ANAND THARANATHAN — Group VP, Product Research & Insights, ServiceNow DANTLEY DAVIS — SVP of Design, ServiceNow ━━━━━━━━━━━━━━━━━━━━━━━━ CHAPTERS━━━━━━━━━━━━━━━━━━━━━━━━ 0:00 Introduction & Guest Intros 1:13 David: The AI Philosophy — ChatGPT as genuine inflection point 3:02 David: Economic viability — why AI unlocks what was never possible before 3:12 Anand: Three-person startups scaling to $100M+ 3:45 Dantley: From 3D Studio Max to Jarvis — AI as human superpower 6:29 Anand: The customer north star hasn't changed 7:10 David: Engineering's survival problem — the 100x production gap 8:32 David: Andrew Ng's PM-to-engineer ratio + the cost of building wrong 9:40 Dantley: Nine concepts in an hour — design velocity and discernment 12:04 Dantley: The hip-hop tastemaker — slowing down as part of the process 14:20 David: Content governance — the fox guarding the hen house 16:21 Anand: Trust and the human-AI system 17:20 Dantley: AI surprise — UI tech stacks, feature completeness & hidden tech debt 20:21 18-Month Close — Anand, Dantley & David ━━━━━━━━━━━━━━━━━━━━━━━━ KEY TAKEAWAYS ━━━━━━━━━━━━━━━━━━━━━━━━ • Engineering is the first function to see massive AI productivity gains — but that creates a gap every other function has to survive • The cost of building has dropped. The cost of building the wrong thing has climbed exponentially • Discernment is the bottleneck — not speed. Nine concepts in an hour still needs a tastemaker • AI quality is only as good as the content signals it receives — governance is not optional • The customer north star hasn't changed. AI just changes how fast you can move toward it • Customer value is the only metric that matters. Everything else is the path to it ━━━━━━━━━━━━━━━━━━━━━━━━ ABOUT THIS PODCAST ━━━━━━━━━━━━━━━━━━━━━━━━ Subscribe for new episodes on AI, product, engineering, and the future of work.  #ServiceNow #AI #ArtificialIntelligence #ProductDesign #SoftwareEngineering #ContentGovernance #DesignLeadership #AIStrategy #ProductManagement #EngineeringLeadership #TechLeadership #FutureOfWork #ServiceNowInsights #MachineLearning #Innovation #DesignThinking #TechPodcast #AIProductivity #DigitalTransformation #CustomerValue See omnystudio.com/listener for privacy information.

    24 min
  2. Being AI Native at ServiceNow

    May 27

    Being AI Native at ServiceNow

    What does it actually mean to be AI native? Not the buzzword — the real thing. Host Bobby Brill brings together seven ServiceNow experts across six conversations for a complete picture of what AI native thinking, building, and working looks like right now.━━━━━━━━━━━━━━━━━━━━━━━━WHAT WE COVER━━━━━━━━━━━━━━━━━━━━━━━━DI LE — AI Ethicist & Human-Centered AI Strategist, ServiceNowThe clearest definitions you'll find anywhere of responsible AI, ethical AI, and human-centered AI — and why all three are required if you're going to do this right. Plus: why AI native means AI as the operating system, not a feature.DR. ALAINA BEAVER — Global Head of Accessibility Customer Engagement, ServiceNowServiceNow built the world's first AI model accessibility checker with the Global Accessibility Awareness Day Foundation — and open-sourced it on GitHub for free. Because responsible AI native behavior means holding AI itself accountable.ANAND THARANATHAN — Research Leader, ServiceNowA framework from cognitive science every AI builder needs: use, disuse, misuse, and abuse. The four modes of AI interaction — and why proper use is the only one that delivers.TARA BOGAVELLI & KATRINA STANKIEWICZ — Voice AI Research Team, ServiceNowHow ServiceNow built a rigorous open-source evaluation framework for voice agents from scratch — and what cascade failures, transcription errors, and prosody failures actually sound like in practice.IAN THURLOW & ANDREW YAN — Software Engineering Manager & Software Engineer, ServiceNowThe daily ground-floor reality of being AI native: AI as accelerator, AI as the new Stack Overflow, the calculator analogy, and why fundamentals matter more than ever.━━━━━━━━━━━━━━━━━━━━━━LEARN MORE━━━━━━━━━━━━━━━━━━━━━━━━ServiceNow Responsible AI: https://www.servicenow.com/responsible-aiAI Model Accessibility Checker: https://www.servicenow.com/accessibility-statement.htmlServiceNow AI: https://www.servicenow.com/artificial-intelligence━━━━━━━━━━━━━━━━━━━━━━━━ABOUT THIS PODCAST━━━━━━━━━━━━━━━━━━━━━━━━Hosted by Bobby Brill. A ServiceNow podcast exploring the people, technology, and ideas shaping the future of work.#AINative #ServiceNow #ResponsibleAI #HumanCenteredAI #AIEthics #EnterpriseAI #FutureOfWork #NowAssist #ArtificialIntelligence #Podcast See omnystudio.com/listener for privacy information.

    24 min
  3. Day One Ready: What New Engineers Need to Know About AI — Engineering Now Unlocked

    May 13

    Day One Ready: What New Engineers Need to Know About AI — Engineering Now Unlocked

    Day One Ready: What New Engineers Actually Need to Know About AI | Engineering Now Unlocked Starting your first engineering role — or coming back for a return offer — and wondering what AI actually changes about the job? This episode gives you the real answer, from two engineers living it every day. Jordan Shelton and Cynthia Mathenge sit down with Ian Thurlow (Senior Manager, Data Platform Software Engineering) and Andrew Yan (Software Engineer, Data Foundations) to talk about what day one looks like now, what AI tools actually do for early-career engineers, and what fundamentals still separate good engineers from great ones. If you’re about to start an internship, just got your return offer, or you’re a manager thinking about how to set new engineers up for success — this is the conversation you need before day one. What you’ll learn✔ What AI actually changes about day-to-day engineering work (and what it doesn’t) ✔ Why the fundamentals matter more than ever — not less ✔ How to build a network at a company like ServiceNow, even if you start remotely ✔ How to use AI as a sounding board, not a crutch Chapters 00:00 Introduction — Engineering Now Unlocked 02:08 Meet Ian Thurlow and Andrew Yan 03:03 How AI is changing day-to-day engineering work 04:47 AI as an accelerator, not a replacement 09:04 AI as a sounding board 12:38 Leadership mindset in an AI-first team 13:46 Raising the bar for early-in-career talent 15:41 What your first 30 days should look like 17:43 This or That 19:16 Code reviews: the fastest way to learn that nobody talks about 20:57 Building your network — even fully remote 24:24 Ian and Andrew’s Work Advice 27:43 Outro Guests Ian Thurlow Senior Manager, Data Platform Software Engineering — ServiceNow Andrew Yan Software Engineer, Data Foundations — ServiceNow Hosts Jorden Shelton Technical Program Manager, AI Engineering & Delivery — ServiceNow Cynthia Mathenge Business Operations Manager, AI Engineering & Delivery — ServiceNow Bobby Brill ServiceNow Insights Links & Resources Learn more about ServiceNow Engineering → https://www.servicenow.com/company/careers/engineering.html ServiceNow Docs → https://docs.servicenow.com New to the channel? Subscribe so you never miss an episode of ServiceNow Insights. See omnystudio.com/listener for privacy information.

    30 min
  4. EVA - A Framework for Evaluating Voice Agents by ServiceNow

    Apr 29

    EVA - A Framework for Evaluating Voice Agents by ServiceNow

    Voice AI agent evaluation — why it's fundamentally harder than text, how cascade failures derail conversations invisibly, and ServiceNow's open-source framework to establish industry evaluation standards. Featuring real audio examples showing authentication failures, leaked reasoning, and latency problems. WHAT WE COVER  TARA BOGAVELLI — Research Engineer, ServiceNow Leading the open-source voice agent evaluation framework. Explains why existing benchmarks don't measure what matters and what ServiceNow is releasing to establish industry standards. KATRINA STANKIEWICZ — Staff Machine Learning Engineer, ServiceNow Cascade model architecture expert. Breaks down STT → LLM → TTS failure modes, named entity transcription challenges, and real audio example analysis. GABRIELLE GAUTHIER MELANÇON — Staff Applied Research Scientist, ServiceNow Multi-language evaluation specialist. Reveals why Large Audio Language Models lag behind, the native speaker requirement, and bot-to-bot simulation methodology.  CHAPTERS0:00 Introduction — The evaluation gap 1:11 ServiceNow's Open-Source Framework Announcement — Tara Bogavelli 2:43 Meet the Researchers 3:43 Voice-Specific Challenges — Tara Bogavelli 5:03 Cascade Architecture: STT → LLM → TTS — Katrina Stankiewicz 7:57 The Named Entity Problem — Katrina Stankiewicz 10:06 Evaluation Metrics: Accuracy vs Experience — Gabrielle Gauthier Melançon 11:23 Bot-to-Bot Testing at Scale — Gabrielle Gauthier Melançon 14:30 The LALM Gap: Why Audio AI Judges Struggle — Tara Bogavelli16:57 Real Audio Example: Flight Rebooking Gone Wrong 21:58 Breaking Down the Failures — Katrina Stankiewicz 28:30 Wrap-Up & Resources KEY INSIGHTS The Cascade Failure Problem: STT → LLM → TTS errors propagate invisibly Named Entity Transcription: The #1 enterprise blocker—names, confirmation codes, emails break authentication Accuracy vs Experience: Perfect task completion means nothing if users hang up due to poor experience LALM Gap: Large Audio Language Models lag behind text LLMs—human evaluators remain essential Latency Kills Conversations: Five-second pauses make users think the call dropped, breaking the experience even when tasks complete Open-Source Framework: ServiceNow releasing evaluation tools, metrics, and bot-to-bot simulation methodology for the industry. LEARN MORE Website: https://servicenow.github.io/eva/ GitHub: https://github.com/servicenow/eva Blog Post: https://huggingface.co/blog/ServiceNow-AI/eva Dataset: https://huggingface.co/datasets/ServiceNow-AI/eva ABOUT Hosted by Bobby Brill. ServiceNow Insights podcast explores AI research, real-world applications, and the people building the future of work. #VoiceAI #AIEvaluation #ServiceNow #MachineLearning #OpenSource #ConversationalAI #STT #TTS #LLM #VoiceAgents #AIResearch #Podcast See omnystudio.com/listener for privacy information.

    30 min
  5. AI Control Tower - Governing AI at Scale with ServiceNow

    Apr 15

    AI Control Tower - Governing AI at Scale with ServiceNow

    AI governance at scale — what it means, how to do it, and what regulations you need to know now. Host Bobby Brill brings together five ServiceNow experts across two conversations for a complete 20-minute briefing on governing AI in the enterprise.━━━━━━━━━━━━━━━━━━━━━━━━WHAT WE COVER━━━━━━━━━━━━━━━━━━━━━━━━RAVI KRISHNAMURTHY — VP, AI Platform, ServiceNowWhy hidden AI is one of the biggest unmanaged risks in the enterprise — and why governance is an accelerator, not a brake.PETER WEIGT — Responsible AI, ServiceNowThe innovation paradox: how AI Control Tower makes governance a team sport and breaks down the silos that slow AI deployment down.SAMPADA CHAVAN — AI Control Tower, ServiceNowHow AI Control Tower was built, what the discovery problem really looks like, and why compliance must be baked into the AI lifecycle — not bolted on at the end.ANDREA LAFOUNTAIN — AI Legal, ServiceNowThe three regulatory frameworks every enterprise needs to know: EU AI Act, Colorado AI Act, and NIST. Plus: the compliance strategy that scales across all of them.NAVDEEP GILL — Responsible AI, ServiceNowThe math on enterprise AI compliance — why it's exponential — and how AI Control Tower's automated discovery keeps you ahead of it.━━━━━━━━━━━━━━━━━━━━━━━━CHAPTERS━━━━━━━━━━━━━━━━━━━━━━━━0:00 Introduction1:23 The Hidden AI Problem — Ravi Krishnamurthy & Sampada Chavan5:33 AI Control Tower in Practice — Peter Weigt & Sampada Chavan7:37 The Regulatory Landscape — Andrea LaFountain & Navdeep Gill14:38 Compliance in Action & Key Deadlines17:05 Wrap-Up━━━━━━━━━━━━━━━━━━━━━━━━KEY DATES TO KNOW━━━━━━━━━━━━━━━━━━━━━━━━EU AI Act enforcement: August 2026Colorado AI Act enforcement: June 2026NIST AI RMF: Voluntary framework, increasingly referenced by regulators━━━━━━━━━━━━━━━━━━━━━━━━LEARN MORE━━━━━━━━━━━━━━━━━━━━━━━━ServiceNow AI Control Tower: https://www.servicenow.comNIST AI Risk Management Framework: https://www.nist.gov/artificial-intelligence━━━━━━━━━━━━━━━━━━━━━━━━ABOUT THIS PODCAST━━━━━━━━━━━━━━━━━━━━━━━━Hosted by Bobby Brill. A ServiceNow podcast exploring the people, technology, and ideas shaping the future of work.#AIGovernance #ServiceNow #AIControlTower #ResponsibleAI #EUAIAct #EnterpriseAI #AICompliance #FutureOfWork #NowAssist #Podcast See omnystudio.com/listener for privacy information.

    19 min
  6. AGENTIC AI - The Future of Work and the Agents Building It

    Apr 2

    AGENTIC AI - The Future of Work and the Agents Building It

    What is Agentic AI — and what can it actually do for your business? In this episode of the podcast, host Bobby Brill brings together three conversations with the people building Agentic AI at ServiceNow into one 20-minute briefing. Whether you're leading a team, managing a platform, or just trying to understand what your company is investing in - this episode gives you the full picture. ━━━━━━━━━━━━━━━━━━━━━━━━ WHAT WE COVER ━━━━━━━━━━━━━━━━━━━━━━━━ RITA CASTILLO — VP of Design, Platform & AI The clearest explainer of Agentic AI you'll find. Rita walks through the full evolution from scripted automation to agentic systems, what makes agentic different, and how the orchestrator-and-agent hierarchy works at ServiceNow. AMRUTHA RAMESH — Visiting Researcher, ServiceNow Amrutha built Agent Ada — a real AI agent designed to turn enterprise data into actionable insights. She explains how Ada understands your goal, adapts to who's asking, and delivers analysis your team can actually use. ISSAM LARADJI & ANITHA RAGHAVAN — Research Scientist & Product Manager, ServiceNow How do you know if your AI's insights are trustworthy? Issam and Anitha built InsightBench — a benchmark that uses AI to evaluate AI — to answer exactly that question. ━━━━━━━━━━━━━━━━━━━━━━━━ CHAPTERS 0:00  Introduction1:30  What Is Agentic AI? — Rita Castillo, VP of AI Design6:00  How Agents Work as a Team10:30  Meet Agent Ada — Amrutha Ramesh, Visiting Researcher16:00  Can You Trust Your AI? — Issam Laradji & Anitha Raghavan21:30  Wrap-Up ━━━━━━━━━━━━━━━━━━━━━━━━ GUESTS ━━━━━━━━━━━━━━━━━━━━━━━━ Rita Castillo — VP, AI Design at ServiceNow Amrutha Ramesh — Visiting Researcher, ServiceNow Issam Laradji — Research Scientist, ServiceNow Anitha Raghavan — Product Manager, ServiceNow ━━━━━━━━━━━━━━━━━━━━━━━━ LEARN MORE ━━━━━━━━━━━━━━━━━━━━━━━━ ServiceNow Agentic AI: https://www.servicenow.com More episodes: Narrative Analytics with Agent Ada: https://youtu.be/k1P9o2glq90 InsightBench & AgentPoirot: https://youtu.be/0_ikQQ82qAk Understanding Agentic AI with Rita Castillo: https://youtu.be/JyFdcQChYLs ━━━━━━━━━━━━━━━━━━━━━━━━ ABOUT THIS PODCAST ━━━━━━━━━━━━━━━━━━━━━━━━ Hosted by Bobby Brill. ServiceNow INsights podcast explores the people, technology, and ideas shaping the future of work. #AgenticAI #ServiceNow #AIAgents #ArtificialIntelligence #FutureOfWork #EnterpriseAI #DataAnalytics #NowAssist #MachineLearning #Podcast See omnystudio.com/listener for privacy information.

    23 min
  7. The Hidden Cost of How Your Business Actually Works | Process Mining with Dan Grady

    Mar 18

    The Hidden Cost of How Your Business Actually Works | Process Mining with Dan Grady

    Your dashboards show you what's happening. Process mining shows you why — and what to do about it. In this episode, Bobby Brill sits down with Dan Grady to demystify process mining: what it is, how it works within the ServiceNow platform, and why organizations using it are uncovering years of hidden inefficiency they never knew existed. Dan walks through real customer stories — from a double approval process for printer toner that was costing 2 days per request to a single form-field change that saved 7 years of manual work per month — and explains how process mining moves you from raw data to actionable insight faster than any traditional approach. Dan Grady has a technology career that spans over 25 years. The last 10 spent at ServiceNow. In his current role as Director of Product Management, he is focused on helping customers identify process improvement opportunities through the use of ServiceNow's Process and Task Mining solution. Outside of the office, he enjoys spending time with his wife and 3 girls, public speaking, bad NY sports teams, a good happy hour deal, and storytelling. Whether you're new to ServiceNow or a seasoned admin, this episode will change how you think about your workflows. 🔗 Get started with Process Mining: https://www.servicenow.com/community/process-mining-article/servicenow-process-mining-formerly-process-optimization-faq/ta-p/2309083 📄 Learn more about ServiceNow: https://www.servicenow.com/docs/ 🎓 ServiceNow Docs YouTube Channel: https://www.youtube.com/channel/UCQjE37R-Y4DTq7kUWPO83Wg Chapters0:00 – Introduction & Dan Grady's Background 1:13 – What Is Process Mining? (The X-Ray for Your Business) 2:08 – Why Dashboards Alone Aren't Enough 3:56 – From Raw Data to Actionable Insights 4:59 – The Printer Toner Story: Removing a Step, Saving Two Days 6:01 – The Spaghetti Bowl: Visualizing Your Processes 7:34 – The "47 Years" Moment That Shocks Every Customer 8:43 – Finding Automation Opportunities with Process Mining 10:49 – Best Practices: How to Avoid Getting Overwhelmed 12:35 – Getting Started: First Steps on the Platform 15:11 – Real Customer Use Cases (Approvals, Routing & More) 17:59 – Why You Never Stop Needing Process Mining 20:50 – The Analytics Stack: Operational Reporting → Platform Analytics → Process Mining 22:45 – Closing & Where to Learn More See omnystudio.com/listener for privacy information.

    24 min
  8. The Human in the Loop | Ethical AI with Di Le

    Mar 4

    The Human in the Loop | Ethical AI with Di Le

    The Human in the Loop | Ethical AI with Di Le ServicveNow Insights Podcast - hosted By Bobby Brill What does it actually mean to build AI responsibly? Not the buzzword version. The real version. In our latest episode, I sat down with Di Le — AI Ethicist and Human-Centered AI Strategist at ServiceNow — and she broke it down in a way I hadn't heard before. Most people use Ethical AI, Responsible AI, and Human-Centered AI interchangeably, and Di breaks down exactly where each one lives and how they apply to building AI that aligns with our societal values. Fairness. Transparency. Bias. Beyond evaluation and technical talking points, these are also design decisions with real consequences for real people — and operationalizing them is harder than most organizations want to admit. One line from Di that stopped me: "People have crossed oceans and built monuments in honor of our capability to think. And I just want people to preserve that and not surrender it so freely." That's the episode in one sentence. To learn more about Ethical AI and reseatch from Di Le and more - https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1020&context=sighci2025 https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1025&context=sighci2024  https://www.youtube.com/watch?v=QhVY-85A-Wk&t=5s ServiceNow Insights Podcast 🎧 The Human in the Loop — now available wherever you listen to podcasts. 0:00 – Introduction & Di Le's Background 1:35 – Is Ethical AI Just About Preventing Skynet? 2:22 – Responsible AI vs. Ethical AI vs. Human-Centered AI 6:34 – Why All Three Are Deeply Interconnected 8:39 – When "Amazing" Tech Goes Wrong: The Adobe Example 10:07 – Fairness, Transparency & Accountability Explained 12:06 – The Mug Factory: Understanding Bias in AI 14:52 – Transparency & Interpretability in AI Design 16:48 – Keeping Humans Genuinely in the Loop 18:06 – Accountability & Human Oversight 20:39 – Why Bias Isn't a Bug You Can Just Fix 22:30 – How ServiceNow Approaches Responsible AI 23:11 – Why Di Chose ServiceNow (The Origin Story) 27:09 – One Thing Everyone Should Do With AI 28:38 – Closing See omnystudio.com/listener for privacy information.

    29 min
See All (100)

Ratings & Reviews

4.3
out of 5
16 Ratings

About

ServiceNow Insights is your insider’s guide to the world of ServiceNow. Join us as we unpack the latest products, innovations, and updates with in-depth discussions led by the creators behind the platform. Hear firsthand about the challenges they've overcome, the solutions they've pioneered, and the exciting future they envision. Whether you're a seasoned admin, agent, platform owner, or just discovering the power of ServiceNow,  and offers valuable insights to help you stay informed and leverage the full potential of the platform.

Information

  • Creator
    ServiceNow Community
  • Years Active
    2015 - 2026
  • Episodes
    100
  • Rating
    Clean
  • Copyright
    © 2026 ServiceNow Community
  • Show Website
    ServiceNow Insights 

You Might Also Like