ServiceNow Insights

Engineering teams are building ten times — even a hundred times — more than they could two years ago. That's a win, but one not without challenges. Because the cost of building the right thing has climbed exponentially. In this episode of the ServiceNow Insights podcast, host Bobby Brill sits down with three leaders who are living this tension from three distinct angles: the content and design leader who first spotted the productivity math problem, the design VP pushing for discernment over speed, and the research lead keeping the human at the center.

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 Welcome00:21 Understanding the Importance of Accessibility00:55 What's New in Accessibility Standards02:16 ServiceNow's Commitment to WCAG 2.204:11 Navigating the Transition to WCAG 2.209:12 Legislation and Global Standards13:13 AI and Voice Input for Accessibility16:01 Text Adjust: Enhancing Readability19:31 AI Model Accessibility Checker22:15 Wrap UpSee 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.

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.comSee 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, LeadOrlando Marquez, Sr. Staff Applied Research ScientistHost - Bobby Brill00:00 Introduction00:38 Meet Perouz Taslakian04:17 The Role of AI in Human Preferences05:43 Meet Orlando Marquez08:59 AI in Product Development at ServiceNow12:47 Preparing for the NOW AI Conference15:36 Crafting Effective Presentations about AI and its Uses23:09 Balancing Technical and Business Audiences24:58 Wrap up Links to papers - Perouz Taslakianhttps://aclanthology.org/2024.findings-emnlp.896/ Links to papers - Orlando Marquezhttps://aclanthology.org/2024.naacl-industry.19/https://arxiv.org/abs/2412.00239https://arxiv.org/abs/2501.04652https://arxiv.org/abs/2505.24189See omnystudio.com/listener for privacy information.

● The podcast episode delves into ServiceNow’s transformation in UX research, highlighting the importance of sharing insights with customers and how these insights directly shape the evolution of our products.

In this episode of ServiceNow's Now Insights podcast, host Bobby Brill delves into the realm of usability and accessibility in enterprise software with special guests Aileen Hackett, Director of Product Management for Accessibility at ServiceNow, and Pratik Contractor, Senior Manager of Product Management for Accessibility and Platform Experience. The conversation covers the importance of integrating usability and accessibility, highlights innovative features like dark mode and keyboard shortcuts, and explores the role of AI in transforming and improving accessibility. Tune in to discover how ServiceNow is pioneering to make enterprise platforms more inclusive and user-friendly for everyone. Host - Bobby BrillGuests - Aileen Hackett, Pratik Contractor 00:00 Introduction and Guest Welcome01:46 Understanding Accessibility and Usability04:28 Examples of Accessibility Features06:30 Innovations in Accessibility11:04 AI and Accessibility18:52 Ethical Considerations in AI21:31 Final Thoughts and ConclusionSee omnystudio.com/listener for privacy information.