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 environments, especially within ServiceNow. The team explores why governance matters more than ever, how AI can reinforce bias if left unchecked, and what it really takes to implement AI responsibly.What you’ll learn: Why AI is a governance problem, not just a technology problem  The difference between “human in the loop” vs. “human at the helm”  How to balance automation with human decision-making  Why explainability and auditability are critical before scaling AI  What organizations are getting wrong about AI adoption today Plus, a preview of what to expect at ServiceNow Knowledge 2026 and how XenTegra is helping clients turn AI into real outcomes, not just hype.🎧 Listen in and rethink how your organization approaches AI.

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 conversation goes far beyond quoting. Fred and Kristin explore how AI transforms the entire quote-to-cash lifecycle—reducing data chaos, improving deal accuracy, and creating tighter alignment between sales, delivery, and service teams.They dig into real-world challenges like duplicate accounts, inconsistent SKUs, contract translation gaps, and the hidden friction that appears after deals are signed. The discussion highlights how AI can help parse contracts into serviceable data, automate SLAs, improve personalization without breaking standardization, and unlock true lifecycle visibility across CRM, service delivery, and finance.If you’re responsible for CRM strategy, ServiceNow implementations, or modernizing your quote-to-cash process, this episode offers a practical look at where AI delivers real value—and why CRM built on a unified platform matters more than ever.

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 real-world examples of AI applications and the future of digital transformation in organizations.Takeaways:ServiceNow is recognized as a leader in AI applications for ITSM.AI should be viewed as a complement to human workers, not a replacement.ServiceNow's approach to AI focuses on targeted deployments for specific applications.The integration of AI into ITSM workflows enhances efficiency and effectiveness.Organizations are beginning to leverage AI for analytics and decision-making at the executive level.AI can help automate routine tasks, allowing IT teams to focus on more complex issues.ServiceNow's AI capabilities are built on a foundation of existing knowledge and data.The importance of knowledge management in leveraging AI effectively is crucial.AI can provide predictive insights to improve uptime and service delivery.ServiceNow is continuously evolving its AI capabilities across various domains beyond ITSM.Chapters:00:00 Introduction and Holiday Greetings01:09 ServiceNow Support Contracts and Flexibility02:28 ServiceNow's Leadership in AI Applications02:46 AI Implementation Challenges and ServiceNow's Approach05:18 AI as a Complement, Not a Replacement08:48 The New Reality in the Age of AI13:43 Authentic AI: Simplifying Complexity17:53 ServiceNow's Transformation Outcomes22:54 Conclusion and Key Takeaways

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 Kristin discuss the growing role of AI agents, the impact of workflow data fabric and zero-copy connectors, and how organizations can leverage ServiceNow’s platform to break down silos, streamline business processes, and achieve meaningful outcomes.Tune in to hear how ServiceNow continues to shape the future of business automation and what lies ahead for organizations embracing AI and orchestration-driven transformation.

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 implementationThe fix: start with strategic goals, then a focused micro assessmentAI in IT Operations: cut noise, correlate faster, resolve quickerITSM with agents: when to use automation vs true AIHelp desk uplift: one agent operating like many through assistive AISoftware Asset Management: audit readiness, license savings, Now AssistSPM for AI delivery: track ideas to outcomes inside the same platformSecurity use cases: AI-powered vulnerability exposure and proactive defenseCSDM v5 and why strong CMDB hygiene still mattersTakeaway: ServiceNow is a platform, not a point tool. Nail the basics, then layer AI to move from reactive support to proactive, measurable value.Want a reality check on where you stand? Ask us about a free ServiceNow or CMDB micro assessment.

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 balance automation with human support.Why Listen:Discover how Voice AI can automate up to 40% of repetitive service desk callsLearn how AI-driven voice agents improve speed, accuracy, and customer satisfactionUnderstand how ServiceNow and 3CLogic combine to enhance agent efficiency and lower operational costsHear real-world use cases of intelligent escalation, post-call automation, and sentiment detectionGet insights into the future of multimodal, single-channel engagement strategiesWhether you're managing a service desk or shaping your organization's AI strategy, this episode offers a compelling look at how voice is making a powerful comeback—with AI at the helm.

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 automatically generating incident tickets, filling in scripts, and suggesting next actions.You’ll learn:How Lens differs from traditional data fabric and RPA toolsReal-world use cases for troubleshooting and client supportKey features like custom prompts, multi-source capture, and secure session handlingWhere Lens sits on the spectrum between LLM and agentic AIThe potential (and limits) of AI in de-escalating and resolving support tickets fasterWhether you’re curious about ServiceNow's AI roadmap or looking to enhance user productivity, this episode is packed with insights.Tune in and see how on-screen intelligence is transforming the way we work in real time.

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 in three yearsHow ServiceNow's CRM rethinks legacy approaches like SalesforceThe role of AI agents in creating seamless, intelligent supportCRM’s integration with field service, sales, and quoting toolsThe future of contact centers, digital transformation, and customer successIf your business is still relying on outdated CRM strategies, this is the conversation you need to hear.

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 organizations aren’t ready for itThe rise of AI agents as 24/7 digital assistantsServiceNow’s bold move into the CRM space and what it means for sales and service teamsHow AI is supercharging developers and accelerating deliveryHonest insights from customers struggling with CMDB hygiene and foundational gapsThe value of vulnerability and partnership in navigating the ServiceNow journeyWhether you're a ServiceNow veteran or just getting started, this episode sheds light on where the platform is headed—and how XenTegra can help you get there.Tune in to hear why it felt like a homecoming, how AI can (and can’t) help without the right groundwork, and why no one should be an “accidental admin” anymore.

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, streamline operations, and foster employee productivity. The conversation also challenges listeners to rethink traditional business metrics in favor of a more holistic approach to AI integration. Whether you're looking to refine your AI strategy or explore its practical applications, this episode provides essential insights into making AI work for you in the real world.

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 enhanced security protocols, and the implications of the upcoming changes. Whether you're a seasoned ServiceNow user or just getting started, this episode is packed with essential insights on making your security measures foolproof and future-ready. Don't miss out on the discussion about the various authentication methods, including biometrics and hardware security keys, and learn how these can be integrated into your daily operations. 

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 Workplaces list for the second year in a row. We’re one of only 25 companies to be recognized. To us, this reflects our hungry and humble culture, which makes ServiceNow truly exceptional. We encourage our people to do their best work, live their best lives, and fulfill our purpose together. This is the promise of our People Pact.Host: Andy WhitesideCo-host: Mike Sabia

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 explore the significance of this achievement, the growing role of low-code and no-code capabilities, and how these tools bring efficiency and accessibility to developers and non-developers alike. They also discuss ServiceNow’s App Engine, Creator Studio, and the exciting potential of generative AI with Now Assist for Creator. Whether you're a seasoned developer or a business user, this episode sheds light on the ways ServiceNow’s low-code solutions can optimize workflows, reduce costs, and empower innovation across industries.

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 officers, and other tech leaders are now responsible for a vast range of tasks, some of which are far outside the traditional purview of IT. While some executives are seizing the moment to become “chief everything officers,” others are scrambling to figure out how to prioritize and delegate.Host: Andy WhitesideCo-host: Mike SabiaCo-host: Fred Reynolds

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 WhitesideCo-host: Mike SabiaCo-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 globally.The best-case scenario is to predict and prevent outages before they happen. When directly asked, “If you could choose one thing to do really well, what would have the biggest positive impact?” 43% of IT leaders chose “proactive response to incidents before they impact users,” according to a global EMA survey.The next best scenario is to significantly reduce MTTR,1 regardless of whether the “R” stands for “repair,” “respond,” “restore,” or “revive.” That effort begins with identifying and attacking the most significant influencers on time, the first “T” in MTTR.Host: Andy WhitesideCo-host: Mike SabiaCo-host: Eddie McDonaldCo-host: Fred Reynolds

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 discuss the significant role HR plays in digital transformation, particularly in streamlining onboarding processes, utilizing AI to enhance productivity, and revolutionizing HR service delivery. They also examine how HR executives are leveraging cutting-edge technologies like Gen AI to make smarter talent decisions and drive efficiency within organizations.Key Takeaways:The impact of digital transformation on HR processes.How AI and Gen AI are being used to optimize talent management.The importance of integrating technology to enhance workforce productivity and decision-making.Whether you're an HR professional, a tech enthusiast, or simply interested in how digital tools are reshaping the business landscape, this episode offers valuable insights into the future of HR and its critical role in driving business success.Tune in to discover how HR leaders are not just adapting to change but are actively shaping the future of work.

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 agents say their biggest challenges are difficulty communicating with other departments and delays resolving customer issues.”ServiceNow is dedicated to helping organizations across industries make it easier for customers to self-serve, empower agents with automation and intelligence, and streamline front-, middle-, and back-office workflows in six key ways.Host: Andy WhitesideCo-host: Mike SabiaCo-host: Fred ReynoldsCo-host: Eddie McDonald

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 poor onboarding plan to quit.Poor onboarding experiences aren’t new for HR teams. At ServiceNow, we wanted to figure out how to change this paradigm in a meaningful and effective way. With an employee satisfaction rate of 92% in 2023 and a retention rate of 161%, we’re making progress.Host: Andy WhitesideCo-host: Eddie McDonaldCo-host: Mike Sabia

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 agents say their biggest challenges are difficulty communicating with other departments and delays resolving customer issues.”ServiceNow is dedicated to helping organizations across industries make it easier for customers to self-serve, empower agents with automation and intelligence, and streamline front-, middle-, and back-office workflows in six key ways.Host: Andy WhitesideCo-host: Mike SabiaCo-host: Eddie McDonald

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 KnowledgeHost: Andy WhitesideCo-host: Fred ReynoldsCo-host: Mike SabiaCo-host: Eddie McDonald

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 2023‑2024Worldwide Strategic Portfolio Management (SPM) and IT Project and Portfolio Management 2023‑2024According to the reports, “ServiceNow’s combined platform and execution across its Strategic Portfolio Management strategy enable a strong foundation for leverage for Project Portfolio Management, Application Portfolio Management, and Agile. The company’s expanding focus with AI and GenAI create a needed foundation and basis to evolve further as organizations seek to manage Products, Agile Release Trains (ARTs), portfolios, epics, programs, and/or tasks and user stories that encompass business and other initiatives.”“Value Stream Management and Strategic Portfolio Management have become essential for organizations to execute and deliver in our fast‑paced, dynamic world of work,” said Pablo Stern, SVP, Technology Workflow Products at ServiceNow. “Business leaders are looking to ServiceNow to deliver business outcomes and better adapt to change. Through the power of intelligent automation and AI, the Now Platform can help connect everyone from the C‑Suite to Agile and DevOps teams to align with business strategy and optimize workflows so companies can prioritize speed, compliance, and value delivery at scale."Host: Andy WhitesideCo-host: Mike SabiaCo-host: Eddie McDonald

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 WhitesideCo-host: Fred ReynoldsCo-host: Eddie McDonaldCo-host: Mike Sabia

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. The innovations in this release deliver intelligent automation, simplified experiences, and extensibility—complemented by generative AI (GenAI)—for fast time to value.Host: Andy WhitesideCo-host: Mike SabiaCo-host: Fred ReynoldsCo-host: Eddie McDonald

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 grants—up to $2 million in total value—to individual nonprofits that use technology in impactful ways to enable greater efficiencies and better serve their communities.Host: Andy WhitesideCo-host: Eddie McDonaldCo-host: Mike Sabia

Continuous change and economic uncertainty are normal in today’s business environment. In fact, 88% of executives believe their customers are changing faster than their business can keep up, according to Accenture.A unified and intelligent platform can help organizations focus on what matters most—Net Promoter Score, revenue growth, and margin expansion—and seamlessly adapt to change.At ServiceNow, we use our solutions internally to maintain this same focus while ensuring we’re ready to take on whatever comes next. Let’s look at three examples:IT Service Management and IT Operations Management (together known as service operations)IT Asset ManagementStrategic Portfolio ManagementHost: Andy WhitesideCo-host: Eddie McDonaldCo-host: Mike Sabia

If you're a ServiceNow Architect, aim to become one, or work with Architects, this article could be useful for you!I wanted to share with you my experience of the excellent ServiceNow Certified Master Architect (CMA) program that I'm lucky to be a part of.Wait… What is that Certified Master Architect program?ServiceNow has created a new "elite" program, to train and certify specialists, way above the “Implementation Specialist” level.This is a six-month program, including 2 weeks of on-site trainings, and 4-6 hours per week of live webinars! This program is currently only offered to registered implementation partners and internal customer facing ServiceNow consultants. This program and certification is not intended for customers.A typical participant is expected to be a veteran leader in the ServiceNow field, having successfully delivered many large, complex, global multi-product projects on the ServiceNow platform. They are required to have a special blend of technical expertise and soft skills in sales conversations and also post sales deliver domains allowing them to manage and communicate best practice advice and guidance with customers.Host: Andy WhitesideCo-host: Fred ReynoldsCo-host: Eddie McDonaldCo-host: Mike Sabia

ServiceNow is excited to peer into the future of customer experience (CX) to see what’s in store. Customer operations and service delivery have undergone significant disruptions in recent years. The year ahead promises to be no different.The continuing need to deliver a frictionless customer journey, a renewed focus on improving the agent experience, and the meteoric rise of generative AI (GenAI) are some of the many reasons why CX is poised for transformation.Join us in counting down our top CX predictions for 2024:Host: Andy WhitesideCo-host: Fred ReynoldsCo-host: Becky WhitenCo-host: John Dahl

The Information Technology Infrastructure Library (ITIL) is a customer-centric framework that promotes governance, collaboration, and continuous improvement. At a time when IT service management (ITSM) is changing with new technology, shifting regulatory requirements, and decentralized teams, this is vital.We explored how the ITIL 4 service value system helps ITSM service providers generate business value through the creation, delivery, and continuous improvement of services. Now let’s look at ITIL 4 guidance on change enablement.Host: Andy WhtiesideCo-host: John DahlCo-host: Eddie McDonald

It’s no secret that finance organizations are ripe for disruption. Managing money has always been a manual process, from securing payment orders to renewing licenses, and everything in between.That's why ServiceNow Chief Financial Officer Gina Mastantuono invested in a formal citizen development program. She wanted to encourage all finance employees to lean into no- or low-code tools, such as App Engine Studio, to build applications.Today, 15% of ServiceNow finance employees are citizen developers, with nearly 30 applications in development and production—all built on the Now Platform.“I’m always thinking about how we can become the finance organization of the future, where the entire team can do their best work. That’s why we invested in this program,” Mastantuono says.“Now we’re automating the mundane yet essential transactional work, centralizing workflows, and paving the way for more impactful work that minimizes risk, drives innovation, accelerates productivity, and builds better cross-functional relationships. It’s critical to our digital transformation.”Host: Andy WhitesideCo-host: Fred ReynoldsCo-host: Becky WhitenGuest: Eddie McDonaldGuest: John Dahl

Product experience is a key driver of business success for ServiceNow and our customers. That’s why my product experience team and I spend a lot of time focusing on design principles that help ensure we exceed our customers' expectations.You don’t have to be a designer to use these principles and create great experiences. These are fundamentals that anyone can put into practice.Host: Andy WhitesideCo-host: Kristen McDonaldCo-host: Becky Whiten

In my conversations with the ServiceNow partner community, there’s one thing I’m consistently asked: How do we work with you to adapt to the rapid speed of innovation and change? My answer is simple: To truly innovate, you have to understand the trends behind the innovation.ServiceNow recently collaborated with Harbor Research to scan the global marketplace. We wanted to understand the widespread digital transformation and rapid technology shifts that are fueling growth—and driving significant complexities—for organizations.I’m happy to announce the release of our inaugural innovation trends report. We’ve uncovered six key technology trends that will affect the ways organizations reimagine work, processes, and value creation.The report also highlights the implications of cloud computing and AI, and how they’ve revolutionized resource creation and management. Let’s face it, as the digital landscape shifts, new technologies emerge—and so do opportunities to enable growth.Host: Andy WhitesideCo-host: Kristen McDonaldCo-host: Fred ReynoldsCo-host: Derek Cassese

The Citrix ITSM Adapter service is a cloud-enabled service that, when installed in a ServiceNow instance, provides an easy way to seamlessly integrate ServiceNow capabilities with your Citrix environments. With the Citrix ITSM Adapter for ServiceNow, you can:Experience intelligent automation of employee self-servicesSimplify the provisioning and de-provisioning of your Citrix resourcesAccess a centralized dashboard where you can monitor alerts and notifications and decide which incidents to follow up onWith this integration, you’ll be able to save valuable time spent by your IT team on manual and one-off processes by automating mundane work, as well as help empower end users to stay productive. By improving the IT management of Citrix services while enhancing the user experience, everyone gets more time to focus on the strategic priorities that matter most.Over the past few months, the Citrix ITSM team has delivered many new features and enhancements through the 21.12.1 and 22.3.0 releases. For a complete list of what we’ve introduced in the past several releases, please visit our product documentation.In this blog post, we will highlight some of the key enhancements we’ve introduced with the Citrix ITSM Adapter for ServiceNow service. Let’s take a look at some of these releases in more detail.Host: Andy WhitesideCo-host: Fred ReynoldsCo-host: Becky WhitenGuests: Geremy MeyersGuests: Charlie LopezGuests: Amir Trujillo

In today’s fast-paced business environment, determining how short-term projects fit into long-term organizational goals may seem daunting. A strategic portfolio management framework is critical for companies looking to align their projects, investments, and resources with their overall business strategy.ServiceNow Strategic Portfolio Management (SPM) can help organizations consolidate their most pressing business priorities on a single platform. Let’s explore four ways SPM can help streamline your path to success.Host: Andy WhitesideCo-host: Fred ReynoldsCo-host: Kristen McDonaldCo-host: Becky WhitenCo-host: Derek Cassese

ServiceNow is proud to be named a Leader, for the second consecutive year, in the Gartner 2021 Magic Quadrant for IT Risk Management (ITRM).1 We’re especially pleased that our ability to execute has been recognized with the highest rating of all vendors evaluated.Gartner also named ServiceNow a Leader in the August 2021 IT Vendor Risk Management Tools. Together, we believe these recognitions validate our leadership in helping businesses successfully navigate a challenging landscape, build resilience, and manage risk.Host: Andy WhitesideCo-host: Rebecca Whitten

Human resources (HR) digital transformation isn’t just a switch you can flip. It’s a never-ending process that starts at different points for every organization and team. When I meet with HR leaders across industries, I’m always excited to learn about their unique, complex challenges.As we stare down a new wave of economic uncertainty, it’s never been more important for HR leaders to make a strong business case for HR digital transformation, whether for our CEOs, boards, or investors.In a survey by Fortune and Deloitte, 76% of CEOs said they have a “pessimistic” 12-month outlook for the global economy. Especially in this climate, business leaders want to know what kind of value they’re getting from their technology investments. They also want to improve productivity and efficiency across the workforce.I know from experience how difficult it is to implement massive HR changes at a global organization, no matter the global economic pressures. That’s why I joined ServiceNow: We offer a world-class platform that delivers tremendous value for our employees, managers, and company. We do this for our customers too. HR leaders need new ways to deliver for their people and drive business success. As an HR business leader, I want to share three ways a company can supercharge its HR digital transformation.Host: Andy WhitesideCo-host: Fred ReynoldsCo-host: Kristin McDonaldCo-host: Becky Whiten

2020 was a year of reckoning for companies across all industries. Businesses were challenged with adjusting to the new realities of work and life brought on by the COVID-19 pandemic and many organizations quickly responded to help meet evolving employee needs.  At ServiceNow, we’re proud that we were able to bring our Emergency Response apps and Safe Workplace suite to market within a matter of weeks to help our customers respond to COVID-19 while helping to keep their employees safe and productive. More than 900 enterprises globally have downloaded our Safe Workplace apps, with more than 9,500 app installations to date.   We will continue to enable a safe and efficient workplace, releasing new workflow solutions and capabilities twice a month to support organizations – regardless of when and where their employees work. Host: Andy WhitesideCo-host: Kristin McDonaldCo-host: Becky Whiten

ServiceNow’s first single, global, in-person user conference since 2019, Knowledge 2023, drew more than 15,000 people. The enthusiasm among attendees was contagious.The opening keynote of this year’s conference in Las Vegas was standing room only. Against the theme of “Putting Yes to Work,” speakers shared their well-honed insights into the future of ServiceNow, the world of work as we know it, and how companies can say yes to both growing their top line and protecting their bottom line.Host: Andy WhitesideCo-host: Fred ReynoldsCo-host: Kristen McDonald

We’re excited to announce that ServiceNow Knowledge 2023 registration is open. This year, we’re thrilled to be able to convene at one global event May 14-18, 2023, at the Venetian Convention and Expo Center in Las Vegas.Our flagship user conference is an opportunity to gather with like-minded people who are passionate about creating great experiences for employees, customers, and partners.When the world changes, as it has in the last few years, you need to be ready to automate, drive productivity, and address today's needs while building a promising future. You can say yes to all of these. How? Join us at Knowledge to find out how to create endless possibilities that spark transformation. Host: Andy WhitesideCo-host: Fred Reynolds

In today's business landscape, the employee experience (EX) and customer experience (CX) are closely connected. Improving CX can have a positive effect on EX and vice versa, making it crucial for both customers and employees. Join Kristen and Moin as they delve into the importance of the total experience and customer success, and explore how improving CX and EX can benefit everyone involved.Host: Moin KhanCo-host: Kristin McDonald

The retail, banking, telecom, and tech sectors have been trying to prove their love of customer experience (CX) for years. But the COVID-19 pandemic has underscored the need to elevate those vital customer relationships.German shoemaker Adidas is a case in point. In November 2020, it reported strong quarter-over-quarter performance. CEO Kasper Rørsted told Seeking Alpha that a great deal of the company’s success stemmed from using digital channels to woo people into enrolling in its membership program, which had tripled from 50 million to 150 million during the prior 12 months. Members shop more and spend more on each transaction, resulting in a lifetime value 2.5 times greater than non-members.[Ready to enhance customer experience? Read IDC’s Spotlight, sponsored by ServiceNow.]Digital has changed the CX tuneThe COVID-19 pandemic has turbocharged the migration from physical to digital channels. And expectations are high. The "app for everything" mentality is rampant. If one app—or product or service—doesn't work, we can easily switch to another.The pressure is on for customer success leaders to set priorities that turn things up to 11. According to an IDC-ServiceNow survey conducted in Europe in late 2020, these are the top three priorities for customer leaders:Host: Andy WhitesideCo-host: Kristin McDonald

A 2021 Deloitte study found knowledge management (KM) to be one of the top three issues influencing company success. According to the survey, 75% of organizations reported that creating and preserving knowledge across evolving workforces would be critical to their success over the next 12 to 18 months.This is clearly a competitive advantage. Yet only 9% of surveyed organizations felt prepared to address KM. Blame that on the sudden shift to a remote workforce.In the aftermath of the pandemic, traditional views of how to handle knowledge are changing. The new environment champions an iterative, knowledge-sharing culture that fosters a repeatable content creation and transfer process. An intentional environment like this is sustainable only when employees and processes are front and center.Host: Andy WhitesideCo-host: Kristin McDonald

You retrieve data about the service in question and instantly see exactly which infrastructure components the service depends on, as well as their statuses. You quickly engage IT operators to address the issue and notify the line-of-business lead with an estimated time for its resolution. This scenario doesn’t have to be an impossible dream. Infrastructure visibility is a reality for numerous enterprises around the world, including many ServiceNow customers. It can be your reality too, without nearly as much time and effort as you might think. Developing an infrastructure visibility strategy that includes automated discovery and service mapping can give you an up-to-date picture of all your business-critical services. When an issue arises, you can quickly drill down to identify the component causing it. Even better, you can anticipate potential disruptions and take action to prevent downtime. Let’s explore six steps to help you increase service visibility.Host: Andy WhitesideCo-host: Fred ReynoldsCo-host: Kristin McDonald 

From humble beginnings to becoming an enterprise with more than 20,000 employees globally, ServiceNow has been through a lot of changes since its founding in 2004. Although it started as an IT service management company, it's grown to connect people, functions, and systems across organizations.Today, ServiceNow offers solutions for IT service and operations management, the employee and customer experiences, low-code and hyperautomation, and a whole lot more—all built on a single, unifying platform that eliminates silos.If you think that sounds like a mouthful, you’re not alone. In the tech world, it can be tricky to explain what your company does, especially to nontech family and friends. We put our employees to the test and asked them, “What does ServiceNow actually do?” Watch the video to see their responses...Host: Andy WhitesideCo-host: Fred ReynoldsCo-host: Kristin McDonald 

ServiceNow is a Leader in the 2022 Gartner® Magic Quadrant™ for IT Service Management (ITSM) Platforms for the ninth year in a row. We also ranked first in all three use cases evaluated in the 2022 Critical Capabilities for ITSM Platforms: Service Desk (3.76/5), Service Operations (3.73/5), and Business Workflow Automation (3.81/5).We believe these recognitions validate our strategy and direction as we continue to invest in making ServiceNow an enduring platform for a fast-changing world.Host: Andy WhitesideCo-host: Fred Reynolds

It's a new era at XenTegra.  Today we interviewed our new host Fred Reynolds and found out about his background and experience building out automation and workflows with ServiceNow.And we had a little fun... Right!Host: Andy WhitesideCo-Host: Moin KahnCo-Host: Fred Reynolds

Transformation. Everyone’s tossing that word around these days to the point it almost seems meaningless. Yet, it’s not. According to the 2021 EY CEO Imperative Study, nearly two-thirds of CEOs believe technology and digital transformation will have the greatest impact on the future success of their enterprises.In fact, 68% of these CEOs plan to make big-time technology investments throughout 2022. In particular, the study uncovered that increasing the use of artificial intelligence (AI) was one of the top three priorities for C-level executives seeking to propel organizational growth, followed closely by disruptive innovation.It's no coincidence that innovation is also a top priority because technology fuels it today. Yet, too often, technology hampers innovation. Too many organizations believe they need to settle for things working as they are, including archaic, legacy systems and a patchwork of processes. But trying to muddle through these resources is time-consuming and inefficient, robbing the organization of the time and means needed to drive innovation.Host: Andy WhitesideCo-host: Moin Kahn

Provisioning new databases and cloning database requests make up a hefty portion of a database administrator’s (DBAs) workload. As reported in Forrester’s Total Economic Impact survey for Nutanix Era, database provisioning is time consuming, tedious, and often requires additional approvals for new systems to support the new provision. DBAs reported that “to handle the capacity of existing database management and incoming requests, the DBA teams often needed to work overtime and weekends” (Forrester p7). As one respondent noted: “We get requests for new databases all the time, but we have to have a server before we can even start. Our database and operations teams were resource-constrained, and a request could take up to two weeks to deliver. That was just too long” (Forrester p7).The Forrester study also noted that many organizations lack standard workflow procedures that can streamline the provisioning process for more effective procedures in database provisioning. Surveyed customers commented that, when workflow best practices are applied holistically across several different database types, common provisioning mistakes could be avoided.Nutanix has partnered with ServiceNow, Inc. to integrate Nutanix Era™ into the ServiceNow® platform. Using the ServiceNow Nutanix Era Plugin for Database Management, Era and ServiceNow customers can use standard workflow processes to ease database provisioning even further.Nutanix Era can increase database provisioning by 97% through its one-click database management and control plane as noted in Forrester’s TEI report for Era. This process can be streamlined even further through the integration with ServiceNow’s digital workflow processes.Host: Andy WhitesideCo-Host: Eric SchwartsGuest: Jon SpalloneGuest: Harvey GreenGuest: Jirah Cox

As more and more companies settle into the new reality of hybrid work at scale, the ease of making desktops accessible from anywhere—along with the adoption of workflow technologies and processes all from a single platform—will be critical.To enable the best employee experience, companies need to be able to transition seamlessly between remote and in-person work environments. The hybrid way of working will require organizations to quickly create new workflows while focusing on how employees and teams get work done.More than half (59%) of employees say their companies don’t have a fully integrated system to manage digital workflows, according to The Work Survey by ServiceNow. On top of that, the use of digital collaboration tools has skyrocketed, with active users in Microsoft Teams surging to 145 million users per day in 2021, up from 75 million in 2020.ServiceNow and Microsoft are continuing to find new ways for employees to seamlessly collaborate while delivering great experiences to our joint customers.Host: Andy WhitesideCo-Host: Eric Scwartz 

Today’s business demands that IT transform from a cost center to an innovation engine. To foster a business mindset, IT leaders need full visibility into operations so they can achieve desired business outcomes. At ServiceNow, we run IT like a business to deliver value quickly, improve productivity, and create great user experiences.The CIO Dashboard is one of the capabilities our IT leadership uses daily to advance business outcomes that help us scale. It’s based on a framework consisting of key decisions to be made, business-critical questions, and the required insights to help leaders chart the best course toward their goals.Host: Andy WhitesideCo-host: Eric Schwartz