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 Whiteside
Co-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 Whiteside
Co-host: Mike Sabia
Co-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 Whiteside
Co-host: Mike Sabia
Co-host: Eddie McDonald

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

Host: Andy Whiteside
Co-host: Fred Reynolds
Co-host: Mike Sabia
Co-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 2023‑2024
• Worldwide Strategic Portfolio Management (SPM) and IT Project and Portfolio Management 2023‑2024

According 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 Whiteside
Co-host: Mike Sabia
Co-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 Whiteside
Co-host: Fred Reynolds
Co-host: Eddie McDonald
Co-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 Whiteside
Co-host: Mike Sabia
Co-host: Fred Reynolds
Co-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 Whiteside
Co-host: Eddie McDonald
Co-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 Management
• Strategic Portfolio Management

Host: Andy Whiteside
Co-host: Eddie McDonald
Co-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 Whiteside
Co-host: Fred Reynolds
Co-host: Eddie McDonald
Co-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 Whiteside
Co-host: Fred Reynolds
Co-host: Becky Whiten
Co-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 Whtieside
Co-host: John Dahl
Co-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 Whiteside
Co-host: Fred Reynolds
Co-host: Becky Whiten
Guest: Eddie McDonald
Guest: 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 Whiteside
Co-host: Kristen McDonald
Co-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 Whiteside
Co-host: Kristen McDonald
Co-host: Fred Reynolds
Co-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-services
• Simplify the provisioning and de-provisioning of your Citrix resources
• Access a centralized dashboard where you can monitor alerts and notifications and decide which incidents to follow up on

With 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 Whiteside
Co-host: Fred Reynolds
Co-host: Becky Whiten
Guests: Geremy Meyers
Guests: Charlie Lopez
Guests: 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 Whiteside
Co-host: Fred Reynolds
Co-host: Kristen McDonald
Co-host: Becky Whiten
Co-host: Derek Cassese