ServiceNow Insights

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, ServiceNow Why 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, ServiceNow The 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, ServiceNow How 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, ServiceNow The 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, ServiceNow The 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 Introduction 1:23 The Hidden AI Problem — Ravi Krishnamurthy & Sampada Chavan 5:33 AI Control Tower in Practice — Peter Weigt & Sampada Chavan 7:37 The Regulatory Landscape — Andrea LaFountain & Navdeep Gill 14:38 Compliance in Action & Key Deadlines 17:05 Wrap-Up ━━━━━━━━━━━━━━━━━━━━━━━━ KEY DATES TO KNOW ━━━━━━━━━━━━━━━━━━━━━━━━ EU AI Act enforcement: August 2026 Colorado AI Act enforcement: June 2026 NIST AI RMF: Voluntary framework, increasingly referenced by regulators ━━━━━━━━━━━━━━━━━━━━━━━━ LEARN MORE ━━━━━━━━━━━━━━━━━━━━━━━━ ServiceNow AI Control Tower: https://www.servicenow.com NIST 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.

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 Introduction 1:30 What Is Agentic AI? — Rita Castillo, VP of AI Design 6:00 How Agents Work as a Team 10:30 Meet Agent Ada — Amrutha Ramesh, Visiting Researcher 16:00 Can You Trust Your AI? — Issam Laradji & Anitha Raghavan 21:30 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.

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 Chapters 0:00 – 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.

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.

AI is transforming how businesses operate and how early-career talent grows. In this episode, UTG Unlocked, Mark Stockford (GVP, Global Cloud Operations) and Alyssa Gerhart (former intern, now full-time employee) share how AI is reshaping work at ServiceNow—from strategic impact to day-to-day execution. Our guest hosts Jorden Shelton and Cynthia Mathenge guide the conversation and explore real AI use cases like Unity, RAG-based duplicate detection, and intent detection, while emphasizing the importance of critical thinking and strong fundamentals. In this episode, designed not just for recent interns, you’ll learn how AI is expanding career paths, how teams like Global Cloud Services power innovation behind the scenes, and what interns and early-career professionals can do now to grow: stay curious, use AI intentionally, seek mentors, and don’t just consume—contribute. UTG is the engine behind the scenes here at ServiceNow — enabling innovation, maintaining production environments, supporting internal teams, and driving operational excellence. It connects strategy to execution by combining engineering, cloud operations, and technology operations to deliver stable, high-performing systems that allow the business and customers to succeed. For more information about the Early Careers program visit - https://careers.servicenow.com/early-careers/ 00:00 Welcome & What ‘UTG Unlocked’ Is All About 02:50 Meet the Panel: Mark, Alyssa, Jorden & Cynthia 04:29 Segment 1: How AI Is Impacting the Business (Customers vs. Employees) 06:26 Skills That Matter in an AI-Powered Workplace 09:52 Real AI Use Cases: Unity, Agents, and Faster Ops 13:57 AI and Career Growth: New Roles, New Paths, Partnering with AI 18:56 Advice for Early-Career Talent: Stay Curious, Build, Contribute 20:41 Segment 2 Kickoff: Rapid-Fire Fun 28:50 Pulling Back the Curtain: What is GCS 30:37 GCS as a Superhero: Operating in the Shadows Like Batman 31:35 The Hidden Work: Solving Customer-Created Problems & Root-Cause Hunting 33:37 Alyssa’s Journey: Intern to FTE, Mentorship, and Scaling Developer Productivity 35:38 What’s Next: Emerging Tech on the Radar (AI to Quantum Computing) 37:15 Closing Takeaways: Keep Learning, Use AI Wisely, Ask Questions, and Give Back 40:12 Final Words & Where to Learn More See omnystudio.com/listener for privacy information.

Exploring Leadership and AI with Anand Tharanathan In this engaging episode of our podcast, we delve into the world of leadership and Artificial Intelligence with Anand Tharanathan, GVP of Product Research and Insights at ServiceNow. Anand shares his journey from an individual contributor to a leadership role, emphasizing the importance of empathy, mentorship, and learning from failure. He discusses his unique perspective on leadership drawn from his experiences in sports and how this has influenced his professional growth. Anand also provides insights into the rapidly evolving field of AI, comparing it with human automation and highlighting the importance of keeping the human element in the loop. He addresses the challenges and nuances of designing AI systems that enhance human capabilities rather than replace them. Additionally, Anand discusses how to strike a balance between being product-centric and people-centric, and the crucial role of adaptability in navigating technological advancements. Towards the end of the conversation, Anand outlines a framework for effectively using AI and advises on avoiding common pitfalls when integrating AI into new products. This episode is a must-watch for anyone interested in leadership, AI, and the future of technology. Join us and gain valuable insights from industry experts! Guest - Anand Tharanathan, GVP of Product Research and Insights at ServiceNow Guest Host - Apurva Korde 00:00 Introduction and Guest Welcome 00:24 Discussing UX Research and AI 01:18 Leadership Journey and Insights 03:45 The Role of Mentors and Managers 09:59 Design Leadership vs. Conventional Leadership 13:56 Balancing Product and People-Centric Leadership 17:55 Adapting to Rapid Technological Changes 18:56 Navigating the AI Revolution 19:14 Staying Calm and Curious in the AI Era 20:45 Insights from a Tech Leader on AI 21:42 Designing Human-Centric AI Experiences 26:32 The Importance of Human in the Loop 31:24 Frameworks for AI Use and Misuse 34:25 Building AI-Powered Products 36:37 Balancing AI and Business Goals 38:45 Concluding Thoughts on AI See omnystudio.com/listener for privacy information.

In this episode of the podcast, host Bobby Brill takes a break from hosting duties and introduces Shruti Shrivastava, Director of UX Research at ServiceNow in Bangalore, India. Shruti takes the reigns for this episode and interviews Averria Martin, Senior Director, UX Research. The conversation covers a range of topics including the application of AI in research, internal mobility at ServiceNow, and effective leadership strategies. Averria shares her personal and professional experiences, emphasizing the importance of work-life balance, growth mindset, and fostering a collaborative culture. The episode also highlights practical advice for transitioning from IC roles to leadership and the value of internal mobility and user-centric approaches in research. Guests: Shruti Shrivastava, Director of UX Research Averria Martin, Senior Director, UX Research 00:00 Introduction and Guest Introduction 00:13 Meet Shruti Shrivastava 01:10 Insights on AI in Research 01:51 Interview with Averria Martin 04:48 Work-Life Balance Tips 06:53 Career Advice for Researchers 09:27 Internal Mobility and Culture at ServiceNow 12:47 AI and Research Technologies 18:20 Collaboration and Leadership 26:04 Final Thoughts and Conclusion See omnystudio.com/listener for privacy information.

Sitting down with Amrutha Ramesh, visiting researcher at ServiceNow one of the minds behind Agent Ada, a data-focused AI agent, in the latest episode of the podcast. We talk about the gap in enterprise workflows: you upload data, ask questions, and expect clear, data-backed insights… but traditional LLMs weren’t designed for that. Amrutha clarifies the distinction by explaining how Agent Ada surpasses merely inputting a dataset into ChatGPT or Gemini, employing personas and a library of reusable skills to analyze data in a more human-like manner. We also dig into turning raw analysis into a story and, most importantly, into actionable steps that people in the business can actually use. Guest - Amrutha Ramesh Host - Bobby Brill See omnystudio.com/listener for privacy information.

Join host Bobby Brill as he sits down with ServiceNow's AI legal and governance experts to break down the complex world of AI regulations. Andrea LaFontain (Director of AI Legal), Ken Miller (Senior Director of Product Legal), and Navdeep Gill (Staff Senior Product Manager, Responsible AI) explain how organizations can navigate the growing landscape of AI compliance. In this episode, you'll learn about three major regulatory approaches: the risk-based EU AI Act, Colorado's algorithmic discrimination law, and the NIST voluntary framework. The experts discuss practical strategies for complying with multiple regulations simultaneously, using the EU AI Act as a baseline and measuring the delta for new requirements. Key topics covered: - Why proactive compliance matters before regulations fully take effect - How AI Control Tower helps discover and manage AI systems across your enterprise - The exponential math behind AI compliance (vendors, employees, third parties) - Setting up governance policies for high-risk AI use cases - Timeline for major compliance deadlines (Colorado June 2026, EU August 2026) - The real costs of waiting for your first violation Whether you're managing AI deployment, working in compliance, or trying to understand the regulatory landscape, this episode provides actionable insights on building responsible AI governance infrastructure. Guests - Andrea LaFountain -Director, AI Legal Ken Miller - Senior Director, Product Legal Navdeep Gill - Staff Senior Product Manager, Responsible AI Host - Bobby Brill Chapters: 00:00 Introduction to AI and Regulations 00:45 Meet the Experts 01:52 Overview of Key AI Regulations 03:03 Compliance Strategies for AI Regulations 07:33 ServiceNow's AI Control Tower 14:02 Challenges and Risks in AI Governance 16:04 Future of AI Regulations 18:34 Conclusion and Final Thoughts See omnystudio.com/listener for privacy information.

In this episode, we dive deep into the world of medical referral management with insights from Drew Koerner, Healthcare CTO at ServiceNow, and Elevsis Delgadio, SVP Customer Success at KeenStack. We explore how these two industry leaders are partnering to address the challenges of referral leakage, improve hospital revenue, and enhance patient care through the power of automation and AI. Learn about the evolution of healthcare technology solutions, the role of ServiceNow in streamlining workflows, and how KeenStack builds on these capabilities to revolutionize the healthcare referral process. Don't miss this detailed discussion on how innovative technology is shaping the future of healthcare management. For more information, visit: https://www.servicenow.com/products/healthcare-life-sciences.html https://keenstack.com/ Guests: Drew Koerner - Chief Technology Officer, Healthcare at ServiceNow Elevsis Delgadillo - SVP, Customer Success at KeenStack Host: Bobby Brill 00:00 Introduction and Guest Welcome 00:28 Meet Drew Koerner: ServiceNow's Healthcare CTO 00:56 Meet Elev Delgado: SVP Customer Success at KeenStack 01:37 Understanding Medical Referral Management 01:53 ServiceNow's Role in Medical Referral Management 03:25 KeenStack's Contribution to Referral Management 04:03 Challenges in Referral Management 05:11 ServiceNow's Workflow Automation in Healthcare 13:55 Leveraging AI for Efficient Referral Management 21:11 Future Roadmap for KeenStack 22:46 Outro See omnystudio.com/listener for privacy information.

Dr. Alaina Beaver, ServiceNow's Global Head of Accessibility, is our guest on the podcast to discuss the latest developments in accessibility. Dr. Beaver explains that the world of accessibility is constantly evolving, and it's not a one-time task, but rather an ongoing process. She highlights that ServiceNow has made significant progress in accessibility, particularly with regards to conformance standards. Publicly, ServiceNow has committed to aligning with the Web Content Accessibility Guidelines (WCAG) 2.2 AA, the most stringent guidelines globally for accessibility conformance. This is an upgrade from the previous standard, WCAG 2.1 AA, which is still adhered to by many legislations worldwide. Dr. Beaver notes that the new standard, WCAG 2.2 AA, was released recently, and it will take time for legislation to catch up. More about accessibility at ServiceNow – https://www.servicenow.com/accessibility-statement.html To see ServiceNow’s Accessibility Tools in action - https://www.youtube.com/playlist?list=PLCOmiTb5WX3q5qCG_QqYip2IZrvao7Bwp Guest – Dr. Alaina Beaver, Global Head of Accessibility at ServiceNow Host – Bobby Brill 00:00 Introduction and Guest Welcome 00:21 Understanding the Importance of Accessibility 00:55 What's New in Accessibility Standards 02:16 ServiceNow's Commitment to WCAG 2.2 04:11 Navigating the Transition to WCAG 2.2 09:12 Legislation and Global Standards 13:13 AI and Voice Input for Accessibility 16:01 Text Adjust: Enhancing Readability 19:31 AI Model Accessibility Checker 22:15 Wrap Up See omnystudio.com/listener for privacy information.

Exploring UXR at ServiceNow: Enhancing AI Control and ServiceNow University In this episode, we delve into the realm of User Experience Research (UXR) at ServiceNow with guests Jesse Livingston, Eric Liu, and Tori Morrison. Eric Liu discusses the advancements and challenges in AI governance and the development of AI Control Tower to help companies manage their AI assets responsibly. Tori Morrison introduces ServiceNow University and its focused approach on enabling users to develop specific skills through personalized learning pathways and innovative tools like conversational AI chat. The episode highlights ServiceNow's commitment to integrating customer feedback into product development and providing robust learning resources to enhance user experiences. For more information, please read Anand Tharanathan's Article: https://www.servicenow.com/community/in-other-news/how-customer-insights-shaped-servicenow-university-and-ai/ba-p/3317295 And to check out the Product Lab: https://servicenowproductlab.com/ On this episode - Eric Liu: Sr. Staff UX Researcher, AI/ML Tori Morrison: Senior UX Researcher Jesse Livingston: Research Communication Manager Bobby Brill: Host 00:00 Introduction to the Podcast and Guests 00:27 Understanding User Experience Research (UXR) 02:32 Introducing Eric Leo and AI Control Tower 06:44 Challenges and Solutions in AI Governance 12:23 ServiceNow University: Empowering Users 17:40 Personalization and Gamification in Learning 22:42 Conclusion and Further Resources ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html ServiceNow Community: https://community.servicenow.com/community For general information about ServiceNow, visit: http://www.servicenow.com See omnystudio.com/listener for privacy information.

Governing AI – Welcome to AI Control Tower Episode Overview Governance accelerates AI success. Control enables innovation. In this premiere episode, we explore how ServiceNow governs AI at scale through AI Control Tower, a groundbreaking solution that transforms how enterprises manage their artificial intelligence landscape. Host Bobby Brill brings together three visionary leaders. They reveal the hidden AI sprawl within enterprises. They expose the risks. And they illuminate a path forward - one where governance and innovation dance in perfect harmony, where control mechanisms become the very foundation of sustainable AI transformation. The Conversation AI is everywhere. Sometimes visible, often hidden, always expanding. Our experts navigate the complex terrain of enterprise AI governance, from shadow AI implementations that operate beyond IT oversight to the regulatory frameworks demanding immediate attention. Ravi Krishnamurthy, Vice President of Product Management for AI Platform and Responsible AI, unveils AI Control Tower—a solution that brings clarity to chaos. Sampada Chavan, Senior Principal Product Manager, demonstrates how regulatory compliance becomes achievable through systematic governance. Peter Weigt, Sr. Director of Inbound Product Management for Responsible AI, challenges conventional thinking about the innovation paradox and reveals governance as the strategic enabler organizations desperately need. Discovery meets responsibility. Compliance meets creativity. Control meets capability. Expert Panel Ravi Krishnamurthy | Vice President of Product Management, AI Platform and Responsible AI Sampada Chavan | Senior Principal Product Manager, AI Control Tower Peter Weigt | Sr. Director, Inbound Product Management, Responsible AI Host: Bobby Brill 00:00 Introduction to Governing AI at Scale 00:31 Meet the Experts 00:54 Hidden AI in Your Enterprise 02:56 Discovery and Responsible AI Practices 11:28 The Innovation Paradox 14:59 AI Control Tower and Governance 19:42 Conclusion and Final Thoughts Links to AICT deep-dive blogs: https://www.servicenow.com/community/now-assist-articles/part-0-our-journey-to-the-ai-control-tower-nbsp/ta-p/3280295 https://www.servicenow.com/community/now-assist-articles/part-1-the-gathering-storm-ai-s-rising-tension-nbsp/ta-p/3280309 https://www.servicenow.com/community/now-assist-articles/part-2-the-architecture-of-control-building-the-ai-control-tower/ta-p/3344257 See omnystudio.com/listener for privacy information.

In this episode, get introduced to ServiceNow's latest offering, Horizon, the source of truth for experience design at ServiceNow, empowering creators to design better enterprise experiences. Joining the conversation are Brian Zaik and AJ Siegel from ServiceNow, who share their insights and experiences with this innovative design system. They discuss Horizon's role as a central resource for designing experiences on the ServiceNow AI platform, making it easier for both seasoned designers and those new to the field. Brian elaborates on the significance of Horizon as a single destination for all things related to UX design within the ServiceNow ecosystem. He explains how Horizon simplifies the process of creating workflows and applications by offering detailed documentation and interactive examples. AJ adds to the discussion by emphasizing the platform's capacity to enhance user experience and productivity, reflecting on his decade-long journey at ServiceNow and the evolution in UX priorities. The episode also covers how Horizon integrates AI capabilities into design strategies, providing a resource that remains updated with the latest trends and best practices. Brian and AJ discuss the expected future developments and additional resources that will be added to Horizon, ensuring it stays at the cutting edge of design and technology. Whether you're a developer, designer, or ServiceNow partner, this episode offers valuable insights into leveraging Horizon to create impactful and user-friendly solutions. Find out more about Horizon - https://horizon.servicenow.com/ Watch on YouTube Guests: Brian Zaik - Principal Inbound Product Manager, Design System AJ Siegel - Director, Design Enablement Strategy Host: Bobby Brill 00:00 Introduction and Guest Introductions 01:37 What is Horizon? 04:07 The Importance of UX in ServiceNow 06:02 Design Systems and Their Impact 12:37 AI Integration in Horizon 22:29 Future Developments and Roadmap 26:58 Wrap up See omnystudio.com/listener for privacy information.

Understanding Agentic AI with Rita Castillo In this episode of the podcast, we dive into the fascinating world of Agentic AI with Rita Castillo, VP, Design – AI Platform Experiences. Rita illuminates how AI is becoming seamlessly woven into our daily routines, elevating automation and tackling intricate challenges. Rita deconstructs the shift from deterministic workflows to agentic systems, which can independently manage tasks while upholding ethical and security standards. We uncover the capabilities of Now Assist, the orchestrator, and specialized AI agents that unite to deliver tailored, effective, and reliable solutions. Rita also delves into the future potential of AI to unleash human creativity and propel business metamorphosis. Check out this episode for a profound dialogue on the transformative influence of AI in our professional and personal spheres. Guest - Rita Castillo, VP, Design – AI Platform Experiences Host - Bobby Brill 00:00 Introduction and Guest Welcome 03:15 Introduction to Agentic AI 05:11 Examples and Applications of Agentic AI 08:12 Autonomy in AI Systems 11:12 Deterministic Workflows and AI Learning 13:16 AI Agents and Orchestrators 17:56 Future of Agentic AI and Ethical Considerations 23:56 Large Scale Applications and Business Transformation 26:37 Conclusion and Final Thoughts ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html ServiceNow Community: https://community.servicenow.com/community For general information about ServiceNow, visit: http://www.servicenow.com See omnystudio.com/listener for privacy information.

ServiceNow University and Jayney Howson - Unlocking Talent Transformation In this episode of the podcast, host Bobby Brill interviews Jayney Howson, Senior Vice President, Global Head of Learning and Development at ServiceNow. They delve into the exciting world of ServiceNow University, a platform dedicated to talent transformation through innovative learning and development strategies. Jayney shares her journey from marketing to tech sales leadership and how she is now driving change in corporate learning to ensure equal opportunities for all. They also discuss the importance of reskilling for the future job market and the unique, personalized approach of ServiceNow University, which leverages AI to provide a gamified, engaging, and effective learning experience. Check out ServiceNow University - https://www.servicenow.com/university/training-and-certification.html Guest - Jayney Howson Senior Vice President, Global Head of Learning and Development Host - Bobby Brill 00:00 Introduction and Guest Welcome 00:25 Jayney's Career Journey 02:35 The Concept of Learning Enablement 04:02 The Importance of Reskilling 08:14 ServiceNow University Overview 13:54 Future of Learning at ServiceNow 16:47 Conclusion and Final Thoughts ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html ServiceNow Community: https://community.servicenow.com/community For general information about ServiceNow, visit: http://www.servicenow.com See omnystudio.com/listener for privacy information.

Dive into the world of AI with special guests, Perouz Taslakian and Orlando Marquez, past winners of the NOW AI Conference. In this engaging episode, they share their unique journeys into AI, from Perouz's transition from theoretical computer science to AI in the industry, to Orlando's early fascination with AI systems and his work on integrating AI into ServiceNow's Flow Designer. They discuss the importance of crafting presentations that resonate with a diverse audience, balancing technical depth with practical value, and the innovative projects they've developed, including Text to Flow and Cross Context Caching. Learn how they tackle the challenge of making AI accessible and useful, and get insights into what makes a winning submission for the NOW AI Conference. Don't miss this insightful conversation—subscribe and hit the like button! Guests - Perouz Taslakian, Sr. Staff Research Scientist, Lead Orlando Marquez, Sr. Staff Applied Research Scientist Host - Bobby Brill 00:00 Introduction 00:38 Meet Perouz Taslakian 04:17 The Role of AI in Human Preferences 05:43 Meet Orlando Marquez 08:59 AI in Product Development at ServiceNow 12:47 Preparing for the NOW AI Conference 15:36 Crafting Effective Presentations about AI and its Uses 23:09 Balancing Technical and Business Audiences 24:58 Wrap up Links to papers - Perouz Taslakian https://aclanthology.org/2024.findings-emnlp.896/ Links to papers - Orlando Marquez https://aclanthology.org/2024.naacl-industry.19/ https://arxiv.org/abs/2412.00239 https://arxiv.org/abs/2501.04652 https://arxiv.org/abs/2505.24189 See omnystudio.com/listener for privacy information.

Get a glimpse into the future of data analytics and insights with InsightBench, a powerful combination of cutting-edge technology and strategic business intelligence. InsightBench is a pioneering benchmark specifically designed for evaluating AI models on their proficiency in conducting end-to-end data analytics. Also on this episode is an introduction to AgentPoirot, an LLM-powered autonomous business analytics agent that can skillfully navigate InsightBench’s complex datascape. Not only can AgentPoirot ask complex questions for any given dataset, but it can also automatically find answers to those questions, making it a truly end-to-end business analytics agent. Whether you’re a technology enthusiast or a business leader, this video provides a fascinating look at the next generation of data analytics tools and their impact on the way we work. Don’t miss out on the insights that could change the way you think about data! To learn more about InsightBench and AgentPoirot - https://www.servicenow.com/blogs/2024/insightbench-multifaceted-data-analytics 00:00 Meet the Guests: Issam Laradji and Anitha Raghavan 00:53 The Challenge of Extracting Actionable Insights 02:07 Introducing InsightsBench 05:07 From Research to Product: Collaboration Insights 08:47 Real-World Use Cases of AI Insights 11:38 Technical Deep Dive: Evaluating AI Models 14:24 AgentPoirot: The Digital Detective 17:47 Ensuring Accuracy and Trustworthiness in AI Insights 23:07 Future of AI in Analytics 25:13 Conclusion and Final Thoughts Guests - Issam Laradji and Anitha Raghavan Host/Producer - Bobby Brill ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html ServiceNow Community: https://community.servicenow.com/community For general information about ServiceNow, visit: http://www.servicenow.com See omnystudio.com/listener for privacy information.

Dive into the world of ServiceNow UX Research and product development with Jessie Livingston, Tricia Wilson, and Molly Bowman as they unveil the secrets behind crafting user-centric features. In this engaging podcast episode, Tricia Wilson shares insights from her research on process mining, revealing how the team transformed a tool that often failed and frustrated users into a powerful solution for optimizing business processes. Molly Bowman then discusses the challenges and triumphs of creating Now Assist Voice, ensuring it's not just a novelty but a robust tool that supports diverse voices and environments, enhancing productivity and accessibility. Jessie Livingston joins host Bobby Brill to tie it all together, highlighting the importance of user feedback in driving meaningful product enhancements. Don't miss this eye-opening discussion on how ServiceNow is bridging the gap between user experience and product design. To read more about these two stories, check out the blog post from ServiceNow’s EVP and Chief Experience Officer Amy Lokey - https://www.servicenow.com/blogs/2025/customer-feedback-shaping-user-experience To learn more about Product Lab - https://servicenowproductlab.com/ 00:00 Meet the UX Research Team 01:02 Understanding the Voice of the Customer with Jesse Livingston 03:25 Exploring Process Mining with Tricia Wilson 17:57 Voice for Now Assist: Enhancing Accessibility with Molly Bowman 32:29 How to Get Involved with the Product Lab Guests - Jesse Livingston, Tricia Wilson, Molly Bowman Host/Producer - Bobby Brill ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html ServiceNow Community: https://community.servicenow.com/community For general information about ServiceNow, visit: http://www.servicenow.com See omnystudio.com/listener for privacy information.

Immerse yourself in the realm of generative AI alongside ServiceNow's Spark team, where innovation converges with state-of-the-art technology. Host Bobby Brill engages Eduardo Nauiack and Dan Durller in a conversation about their journey of turning the ordinary into the extraordinary, especially for flagship events like Knowledge and Craft Summit. Learn how Midjourney and other innovative tools have streamlined their processes, enabling the creation of bespoke, high-caliber visuals in a fraction of the time, all while upholding the brand's essence. From developing cinematic graphics for large screens to infusing product demos with sophistication, the team shares their evolution from internal experiments to pivotal external showcases. Gain an insider's perspective on how they harmonize creative liberty with brand standards and discover how this "game changer" is revolutionizing their content creation approach. Guests - Eduardo Nauiack, The Spark Team - Sr. Staff Communication DesignerDan Durller, The Spark Team - Sr. Staff Communication Designer Host - Bobby Brill ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html ServiceNow Community: https://community.servicenow.com/community For general information about ServiceNow, visit: http://www.servicenow.com See omnystudio.com/listener for privacy information.