In this week's podcast, Chuck Tomasi talks about ways to streamline the process of upgrading to a new ServiceNow release. This episode covers:
The benefits of upgrading
Using project management practices
Following the documented process
Reviewing skipped changes
Creating a thorough test plan
Considering customizations

For more information on upgrades, see:
Product documentation: Upgrade your instance
Blog post: Tips for streamlining ServiceNow upgrades
Videos: 

Upgrading an Instance 
End of Life Upgrades
Quarterly Patching Program Overview

Your feedback helps us better serve you! Did you find this podcast helpful? Leave us a comment to tell us why or why not.

To catch clips behind the scenes with our podcast guests, and find out what topics we'll be covering next before they are posted, follow @NOWsupport on Twitter. You can also search Twitter using the hashtag#SNtechbytes for all previous podcasts, video clips and pictures.

 

In this week's podcast,&nbsp;Chuck Tomasi talks about ways to streamline the process of upgrading to a new ServiceNow release. This episode covers:
<ul>
<li>The benefits of upgrading</li>
<li>Using project management practices</li>
<li>Following the documented process</li>
<li>Reviewing skipped changes</li>
<li>Creating a thorough test plan</li>
<li>Considering customizations</li>
</ul>
For more information on upgrades, see:
<ul>
<li>Product documentation: <a href="https://docs.servicenow.com/bundle/kingston-release-notes/page/release-notes/upgrades/concept/upgrades-overview.html#upgrades-overview">Upgrade your instance</a></li>
<li>Blog post: <a href="https://community.servicenow.com/community?id=community_blog&amp;sys_id=cc7ebd56db385f402e247a9e0f961945">Tips for streamlining ServiceNow upgrades</a></li>
<li>Videos:&nbsp;
<ul>
<li><a href="https://www.youtube.com/watch?v=zMlU6SPA-4g">Upgrading an Instance</a>&nbsp;</li>
<li><a href="https://www.youtube.com/watch?v=NZt7Q26iwIc">End of Life Upgrades</a></li>
<li><a href="https://www.youtube.com/watch?v=HsQlQacC73A">Quarterly Patching Program Overview</a></li>
</ul>
</li>
</ul>
Your feedback helps us better serve you! Did you find this podcast helpful? Leave us a comment to tell us why or why not.
To catch clips behind the scenes with our podcast guests, and find out what topics we'll be covering next before they are posted, follow&nbsp;<a style="font-weight: inherit; font-style: inherit; font-size: 10.6667px; font-family: inherit; color: #3778c7;" href="/external-link.jspa?url=https%3A%2F%2Ftwitter.com%2FNOWsupport" target="_blank" rel="nofollow noopener">@NOWsupport on Twitter.</a>&nbsp;You can also search Twitter using the hashtag<a style="font-weight: inherit; font-style: inherit; font-size: 10.6667px; font-family: inherit; color: #3778c7;" href="/external-link.jspa?url=https%3A%2F%2Ftwitter.com%2Fsearch%3Ff%3Dtweets%26vertical%3Ddefault%26q%3D%2523sntechbytes%26src%3Dtypd" target="_blank" rel="nofollow noopener">#SNtechbytes</a>&nbsp;for all previous podcasts, video clips and pictures.
&nbsp;

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

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

ServiceNow TechBytes is a Podcast Program hosted …

ServiceNow Insights 

ServiceNow Podcast Program is a collection of podcast shows hosted by various ServiceNow experts and professionals covering different focus areas and a broad variety of topics. Come listen to our experts talk about what's going on at ServiceNow. Join the conversation!

Visit the Now Community forums

ServiceNow Podcast Program is a collection of podcast shows hosted by various ServiceNow experts and professionals covering different focus areas and a broad variety of topics. Come listen to our experts talk about what's going on at ServiceNow. Join the conversation!
<a href="https://community.servicenow.com/community">Visit the Now Community forums</a>

ServiceNow Podcasts

ServiceNow Insights Podcast

Episode 40: Upgrades

Most organizations deploying AI agents can’t answer a basic question: is it actually working? Not whether the agent runs — whether the process actually got better.

In Episode 3 of our process mining and process intelligence series, Damian Pascale and Roz Parpia join host Bobby Brill to go deep on what it actually looks like to run process intelligence with AI in the mix — from the AI Visibility Gap, to a four-step framework for finding the right AI use cases, to what “closed loop intelligence” really means once agents are governing agents.

This episode’s answer to the recurring question: don’t automate the chaos. Find it, understand it, improve it — then, and only then, streamline it.

 

CHAPTERS

0:00  Introduction — Damian Pascale & Roz Parpia

0:56  “Don’t automate the chaos” — where the phrase comes from

2:25  Process mining vs. process intelligence — what actually changed

4:21  The linchpin: where AI fits across all three layers

5:36  The AI Visibility Gap — what most organizations are missing

6:56  A real example: when agent metrics look great, but quality doesn’t

8:13  The four-step framework: Find, Understand, Improve, Streamline

11:27  Where AI comes into streamlining — sizing the right use cases

13:19  Does the order of the four steps actually matter?

14:04  Task Mining — the human side process mining can’t see

15:19  A concrete example: the procurement approval bottleneck

16:31  The closed loop — six steps to continuous improvement

17:30  Why you can never skip the ‘detect’ step

18:05  Measuring real impact with the compare feature

19:25  Governance and AI Control Tower, explained simply

20:46  Mining the agents themselves — a third layer of visibility

21:36  Closed loop intelligence — the three layers, confirmed

22:48  Day one: what to do after deploying your first agent

23:38  Closing thoughts from both guests

24:26  Wrap-up

 

IN THIS EPISODE

• Why an AI agent doesn’t fix a broken process — it just runs the broken process faster

• The real difference between process mining and process intelligence: three layers in one

• The AI Visibility Gap: why almost every customer has deployed an agent, but few can prove it’s working

• A real customer example — an agent that improved response time but quietly increased the reopen rate

• The four-step framework for AI-ready process improvement: Find, Understand, Improve, Streamline

• The 2–15 minute rule (and the 3–9 minute sweet spot) for sizing the right AI agent use cases

• Why skipping straight to automation is exactly how you end up automating the chaos

• Task Mining and the procurement approval example — 45 minutes across four systems, invisible to process mining alone

• The six steps of the closed loop, and why the ‘detect’ step is the one everyone skips

• Using the compare feature to measure whether an AI agent actually helped — or just moved the problem

• AI Control Tower, explained simply — and how it becomes a third layer of process intelligence

• Closed loop intelligence: the agent, the governance, and the agent’s own behavior — all observable, all improving

 

GET STARTED

If you’re a ServiceNow customer, you already have access to free evaluation projects — no license needed.

https://www.servicenow.com/au/products/process-mining/get-started.html

https://www.servicenow.com/docs/r/now-intelligence/process-mining/process-mining.html

https://www.youtube.com/watch?v=TVrU0TQ7ldM

https://www.youtube.com/watch?v=GLKROYqnc10

 

#ServiceNow #ProcessMining #ProcessIntelligence #AIAgents #AgenticAI #TaskMining #AIGovernance #AIControlTower #WorkflowAutomation #DigitalTransformation #ContinuousImprovement #ClosedLoopIntelligence #ServiceNowPodcast #EnterpriseAI #DontAutomateTheChaos

Most&nbsp;organizations&nbsp;deploying&nbsp;AI&nbsp;agents&nbsp;can&rsquo;t&nbsp;answer&nbsp;a&nbsp;basic&nbsp;question:&nbsp;is&nbsp;it&nbsp;actually&nbsp;working?&nbsp;Not&nbsp;whether&nbsp;the&nbsp;agent&nbsp;runs&nbsp;&mdash;&nbsp;whether&nbsp;the&nbsp;process&nbsp;actually&nbsp;got&nbsp;better.
In Episode 3 of our process mining and process intelligence series, Damian Pascale and Roz Parpia join host Bobby Brill to go deep on what it actually looks like to run process intelligence with AI in the mix &mdash; from the AI Visibility Gap, to a four-step framework for finding the right AI use cases, to what &ldquo;closed loop intelligence&rdquo; really means once agents are governing agents.
This episode&rsquo;s answer to the recurring question: don&rsquo;t automate the chaos. Find it, understand it, improve it &mdash; then, and only then, streamline it.
&nbsp;
CHAPTERS
0:00&nbsp;&nbsp;Introduction&nbsp;&mdash;&nbsp;Damian&nbsp;Pascale&nbsp;&amp;&nbsp;Roz&nbsp;Parpia
0:56&nbsp;&nbsp;&ldquo;Don&rsquo;t&nbsp;automate&nbsp;the&nbsp;chaos&rdquo;&nbsp;&mdash;&nbsp;where&nbsp;the&nbsp;phrase&nbsp;comes&nbsp;from
2:25&nbsp;&nbsp;Process&nbsp;mining&nbsp;vs.&nbsp;process&nbsp;intelligence&nbsp;&mdash;&nbsp;what&nbsp;actually&nbsp;changed
4:21&nbsp;&nbsp;The&nbsp;linchpin:&nbsp;where&nbsp;AI&nbsp;fits&nbsp;across&nbsp;all&nbsp;three&nbsp;layers
5:36&nbsp;&nbsp;The&nbsp;AI&nbsp;Visibility&nbsp;Gap&nbsp;&mdash;&nbsp;what&nbsp;most&nbsp;organizations&nbsp;are&nbsp;missing
6:56&nbsp;&nbsp;A&nbsp;real&nbsp;example:&nbsp;when&nbsp;agent&nbsp;metrics&nbsp;look&nbsp;great,&nbsp;but&nbsp;quality&nbsp;doesn&rsquo;t
8:13&nbsp;&nbsp;The&nbsp;four-step&nbsp;framework:&nbsp;Find,&nbsp;Understand,&nbsp;Improve,&nbsp;Streamline
11:27&nbsp;&nbsp;Where&nbsp;AI&nbsp;comes&nbsp;into&nbsp;streamlining&nbsp;&mdash;&nbsp;sizing&nbsp;the&nbsp;right&nbsp;use&nbsp;cases
13:19&nbsp;&nbsp;Does&nbsp;the&nbsp;order&nbsp;of&nbsp;the&nbsp;four&nbsp;steps&nbsp;actually&nbsp;matter?
14:04&nbsp;&nbsp;Task&nbsp;Mining&nbsp;&mdash;&nbsp;the&nbsp;human&nbsp;side&nbsp;process&nbsp;mining&nbsp;can&rsquo;t&nbsp;see
15:19&nbsp;&nbsp;A&nbsp;concrete&nbsp;example:&nbsp;the&nbsp;procurement&nbsp;approval&nbsp;bottleneck
16:31&nbsp;&nbsp;The&nbsp;closed&nbsp;loop&nbsp;&mdash;&nbsp;six&nbsp;steps&nbsp;to&nbsp;continuous&nbsp;improvement
17:30&nbsp;&nbsp;Why&nbsp;you&nbsp;can&nbsp;never&nbsp;skip&nbsp;the&nbsp;&lsquo;detect&rsquo;&nbsp;step
18:05&nbsp;&nbsp;Measuring&nbsp;real&nbsp;impact&nbsp;with&nbsp;the&nbsp;compare&nbsp;feature
19:25&nbsp;&nbsp;Governance&nbsp;and&nbsp;AI&nbsp;Control&nbsp;Tower,&nbsp;explained&nbsp;simply
20:46&nbsp;&nbsp;Mining&nbsp;the&nbsp;agents&nbsp;themselves&nbsp;&mdash;&nbsp;a&nbsp;third&nbsp;layer&nbsp;of&nbsp;visibility
21:36&nbsp;&nbsp;Closed&nbsp;loop&nbsp;intelligence&nbsp;&mdash;&nbsp;the&nbsp;three&nbsp;layers,&nbsp;confirmed
22:48&nbsp;&nbsp;Day&nbsp;one:&nbsp;what&nbsp;to&nbsp;do&nbsp;after&nbsp;deploying&nbsp;your&nbsp;first&nbsp;agent
23:38&nbsp;&nbsp;Closing&nbsp;thoughts&nbsp;from&nbsp;both&nbsp;guests
24:26&nbsp;&nbsp;Wrap-up
&nbsp;
IN&nbsp;THIS&nbsp;EPISODE
&bull; Why an AI agent doesn&rsquo;t fix a broken process &mdash; it just runs the broken process faster
&bull;&nbsp;The&nbsp;real&nbsp;difference&nbsp;between&nbsp;process&nbsp;mining&nbsp;and&nbsp;process&nbsp;intelligence:&nbsp;three&nbsp;layers&nbsp;in&nbsp;one
&bull;&nbsp;The&nbsp;AI&nbsp;Visibility&nbsp;Gap:&nbsp;why&nbsp;almost&nbsp;every&nbsp;customer&nbsp;has&nbsp;deployed&nbsp;an&nbsp;agent,&nbsp;but&nbsp;few&nbsp;can&nbsp;prove&nbsp;it&rsquo;s&nbsp;working
&bull;&nbsp;A&nbsp;real&nbsp;customer&nbsp;example&nbsp;&mdash;&nbsp;an&nbsp;agent&nbsp;that&nbsp;improved&nbsp;response&nbsp;time&nbsp;but&nbsp;quietly&nbsp;increased&nbsp;the&nbsp;reopen&nbsp;rate
&bull;&nbsp;The&nbsp;four-step&nbsp;framework&nbsp;for&nbsp;AI-ready&nbsp;process&nbsp;improvement:&nbsp;Find,&nbsp;Understand,&nbsp;Improve,&nbsp;Streamline
&bull;&nbsp;The&nbsp;2&ndash;15&nbsp;minute&nbsp;rule&nbsp;(and&nbsp;the&nbsp;3&ndash;9&nbsp;minute&nbsp;sweet&nbsp;spot)&nbsp;for&nbsp;sizing&nbsp;the&nbsp;right&nbsp;AI&nbsp;agent&nbsp;use&nbsp;cases
&bull;&nbsp;Why&nbsp;skipping&nbsp;straight&nbsp;to&nbsp;automation&nbsp;is&nbsp;exactly&nbsp;how&nbsp;you&nbsp;end&nbsp;up&nbsp;automating&nbsp;the&nbsp;chaos
&bull;&nbsp;Task&nbsp;Mining&nbsp;and&nbsp;the&nbsp;procurement&nbsp;approval&nbsp;example&nbsp;&mdash;&nbsp;45&nbsp;minutes&nbsp;across&nbsp;four&nbsp;systems,&nbsp;invisible&nbsp;to&nbsp;process&nbsp;mining&nbsp;alone
&bull;&nbsp;The&nbsp;six&nbsp;steps&nbsp;of&nbsp;the&nbsp;closed&nbsp;loop,&nbsp;and&nbsp;why&nbsp;the&nbsp;&lsquo;detect&rsquo;&nbsp;step&nbsp;is&nbsp;the&nbsp;one&nbsp;everyone&nbsp;skips
&bull;&nbsp;Using&nbsp;the&nbsp;compare&nbsp;feature&nbsp;to&nbsp;measure&nbsp;whether&nbsp;an&nbsp;AI&nbsp;agent&nbsp;actually&nbsp;helped&nbsp;&mdash;&nbsp;or&nbsp;just&nbsp;moved&nbsp;the&nbsp;problem
&bull;&nbsp;AI&nbsp;Control&nbsp;Tower,&nbsp;explained&nbsp;simply&nbsp;&mdash;&nbsp;and&nbsp;how&nbsp;it&nbsp;becomes&nbsp;a&nbsp;third&nbsp;layer&nbsp;of&nbsp;process&nbsp;intelligence
&bull;&nbsp;Closed&nbsp;loop&nbsp;intelligence:&nbsp;the&nbsp;agent,&nbsp;the&nbsp;governance,&nbsp;and&nbsp;the&nbsp;agent&rsquo;s&nbsp;own&nbsp;behavior&nbsp;&mdash;&nbsp;all&nbsp;observable,&nbsp;all&nbsp;improving
&nbsp;
GET&nbsp;STARTED
If&nbsp;you&rsquo;re&nbsp;a&nbsp;ServiceNow&nbsp;customer,&nbsp;you&nbsp;already&nbsp;have&nbsp;access&nbsp;to&nbsp;free&nbsp;evaluation&nbsp;projects&nbsp;&mdash;&nbsp;no&nbsp;license&nbsp;needed.
https://www.servicenow.com/au/products/process-mining/get-started.html
https://www.servicenow.com/docs/r/now-intelligence/process-mining/process-mining.html
https://www.youtube.com/watch?v=TVrU0TQ7ldM
https://www.youtube.com/watch?v=GLKROYqnc10
&nbsp;
#ServiceNow&nbsp;#ProcessMining&nbsp;#ProcessIntelligence&nbsp;#AIAgents&nbsp;#AgenticAI&nbsp;#TaskMining&nbsp;#AIGovernance&nbsp;#AIControlTower&nbsp;#WorkflowAutomation&nbsp;#DigitalTransformation&nbsp;#ContinuousImprovement&nbsp;#ClosedLoopIntelligence&nbsp;#ServiceNowPodcast&nbsp;#EnterpriseAI&nbsp;#DontAutomateTheChaos

ServiceNow Process Intelligence | Don't Automate the Chaos

Is process mining just Six Sigma with better software? Two former Lean Six Sigma consultants — now Product Managers at ServiceNow — answer that question. The answer is more interesting than you’d expect.

Tomas Galle (Six Sigma Black Belt) and Roz Parpia (Green Belt) join host Bobby Brill to trace process intelligence from factory floors and sticky-note whiteboards to process maps generated in under ten minutes from data you already own.

They cover the real cost of the old way, non-conformance, the ServiceNow Playbooks feature, Task Mining, and the question every AI agent deployment should be asking but usually isn’t: did the process actually get better?

CHAPTERS
0:00  Introduction — Tomas Galle & Roz Parpia
2:02  Is process mining just Six Sigma?
4:13  The belt system explained — Black Belt, Green Belt, and the punchline
4:58  Manufacturing observation: what process improvement looked like before
7:51  The real cost of the old way — six figures, six months, one process
8:46  Customer reaction: ten years of work, solved in ten minutes
9:03  Where ServiceNow sits in the Process Intelligence market
10:56  Annual physical vs. wearable — continuous vs. snapshot
13:13  Conformance checking and the happy path
14:10  Non-conformance: what it is and why everyone should care
16:58  Static statistics vs. analysis on the move
17:05  Playbooks: responding to non-conformance in real time
18:54  How to get started today — free evaluation projects, no license needed
20:26  Task Mining: the human layer process mining can’t see
22:00  You’re already sitting on a goldmine
22:53  Closing thoughts

IN THIS EPISODE
• Why “that’s just Six Sigma” is actually the right reaction — and what it’s still missing
• Frederick Taylor’s stopwatch, the Gemba walk, and how the factory floor became the IT service desk
• Why a single process improvement engagement used to cost six figures and take up to six months
• The Gartner Magic Quadrant for Process Intelligence — and Roz’s candid take on where ServiceNow really stands
• The wearable vs. annual physical: why continuous process mining beats the yearly audit
• Conformance checking and the happy path — what it means when your process deviates
• Non-conformance explained with a real change management example (87% vs. 98% CAB approval)
• How the ServiceNow Playbooks feature turns detection into real-time correction with one click
• Task Mining: what people do in Outlook, Teams, and Excel that never appears in your process map
• How to start mining your own data today — no license required, no IT admin needed

GET STARTED
If you’re a ServiceNow customer, you already have access to free evaluation projects — no license needed.
https://www.servicenow.com/au/products/process-mining/get-started.html
https://www.servicenow.com/docs/r/now-intelligence/process-mining/process-mining.html
https://www.youtube.com/watch?v=TVrU0TQ7ldM
https://www.youtube.com/watch?v=GLKROYqnc10

TAGS
#ServiceNow #ProcessMining #ProcessIntelligence #SixSigma #LeanSixSigma #TaskMining #AIAgents #WorkflowAutomation #DigitalTransformation #ContinuousImprovement #NonConformance #Playbooks #ServiceNowPodcast #EnterpriseAI #ProcessImprovement #GembaWalk #ConformanceChecking

Is process mining just Six Sigma with better software? Two former Lean Six Sigma consultants &mdash; now Product Managers at ServiceNow &mdash; answer that question. The answer is more interesting than you&rsquo;d expect.
Tomas Galle (Six Sigma Black Belt) and Roz Parpia (Green Belt) join host Bobby Brill to trace process intelligence from factory floors and sticky-note whiteboards to process maps generated in under ten minutes from data you already own.
They cover the real cost of the old way, non-conformance, the ServiceNow Playbooks feature, Task Mining, and the question every AI agent deployment should be asking but usually isn&rsquo;t: did the process actually get better?
CHAPTERS 0:00 &nbsp;Introduction &mdash; Tomas Galle &amp; Roz Parpia 2:02 &nbsp;Is process mining just Six Sigma? 4:13 &nbsp;The belt system explained &mdash; Black Belt, Green Belt, and the punchline 4:58 &nbsp;Manufacturing observation: what process improvement looked like before 7:51 &nbsp;The real cost of the old way &mdash; six figures, six months, one process 8:46 &nbsp;Customer reaction: ten years of work, solved in ten minutes 9:03 &nbsp;Where ServiceNow sits in the Process Intelligence market 10:56 &nbsp;Annual physical vs. wearable &mdash; continuous vs. snapshot 13:13 &nbsp;Conformance checking and the happy path 14:10 &nbsp;Non-conformance: what it is and why everyone should care 16:58 &nbsp;Static statistics vs. analysis on the move 17:05 &nbsp;Playbooks: responding to non-conformance in real time 18:54 &nbsp;How to get started today &mdash; free evaluation projects, no license needed 20:26 &nbsp;Task Mining: the human layer process mining can&rsquo;t see 22:00 &nbsp;You&rsquo;re already sitting on a goldmine 22:53 &nbsp;Closing thoughts
IN THIS EPISODE &bull; Why &ldquo;that&rsquo;s just Six Sigma&rdquo; is actually the right reaction &mdash; and what it&rsquo;s still missing &bull; Frederick Taylor&rsquo;s stopwatch, the Gemba walk, and how the factory floor became the IT service desk &bull; Why a single process improvement engagement used to cost six figures and take up to six months &bull; The Gartner Magic Quadrant for Process Intelligence &mdash; and Roz&rsquo;s candid take on where ServiceNow really stands &bull; The wearable vs. annual physical: why continuous process mining beats the yearly audit &bull; Conformance checking and the happy path &mdash; what it means when your process deviates &bull; Non-conformance explained with a real change management example (87% vs. 98% CAB approval) &bull; How the ServiceNow Playbooks feature turns detection into real-time correction with one click &bull; Task Mining: what people do in Outlook, Teams, and Excel that never appears in your process map &bull; How to start mining your own data today &mdash; no license required, no IT admin needed
GET STARTED If you&rsquo;re a ServiceNow customer, you already have access to free evaluation projects &mdash; no license needed. https://www.servicenow.com/au/products/process-mining/get-started.html https://www.servicenow.com/docs/r/now-intelligence/process-mining/process-mining.html https://www.youtube.com/watch?v=TVrU0TQ7ldM https://www.youtube.com/watch?v=GLKROYqnc10
TAGS #ServiceNow #ProcessMining #ProcessIntelligence #SixSigma #LeanSixSigma #TaskMining #AIAgents #WorkflowAutomation #DigitalTransformation #ContinuousImprovement #NonConformance #Playbooks #ServiceNowPodcast #EnterpriseAI #ProcessImprovement #GembaWalk #ConformanceChecking

ServiceNow Process Intelligence | From Sticky Notes to Process Maps in Five Minutes

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

━━━━━━━━━━━━━━━━━━━━━━━━
IN THIS EPISODE 
━━━━━━━━━━━━━━━━━━━━━━━━ 
DAVID HOARE — Group VP, Digital Content & Design, ServiceNow 
ANAND THARANATHAN — Group VP, Product Research & Insights, ServiceNow 
DANTLEY DAVIS — SVP of Design, ServiceNow ━━━━━━━━━━━━━━━━━━━━━━━━ 
CHAPTERS
━━━━━━━━━━━━━━━━━━━━━━━━ 
0:00 Introduction & Guest Intros 
1:13 David: The AI Philosophy — ChatGPT as genuine inflection point 
3:02 David: Economic viability — why AI unlocks what was never possible before 
3:12 Anand: Three-person startups scaling to $100M+ 
3:45 Dantley: From 3D Studio Max to Jarvis — AI as human superpower 
6:29 Anand: The customer north star hasn't changed 
7:10 David: Engineering's survival problem — the 100x production gap 
8:32 David: Andrew Ng's PM-to-engineer ratio + the cost of building wrong 
9:40 Dantley: Nine concepts in an hour — design velocity and discernment 
12:04 Dantley: The hip-hop tastemaker — slowing down as part of the process 
14:20 David: Content governance — the fox guarding the hen house 
16:21 Anand: Trust and the human-AI system 
17:20 Dantley: AI surprise — UI tech stacks, feature completeness & hidden tech debt 
20:21 18-Month Close — Anand, Dantley & David ━━━━━━━━━━━━━━━━━━━━━━━━ 
KEY TAKEAWAYS 
━━━━━━━━━━━━━━━━━━━━━━━━ 
• Engineering is the first function to see massive AI productivity gains — but that creates a gap every other function has to survive 
• The cost of building has dropped. The cost of building the wrong thing has climbed exponentially 
• Discernment is the bottleneck — not speed. Nine concepts in an hour still needs a tastemaker 
• AI quality is only as good as the content signals it receives — governance is not optional 
• The customer north star hasn't changed. AI just changes how fast you can move toward it 
• Customer value is the only metric that matters. Everything else is the path to it ━━━━━━━━━━━━━━━━━━━━━━━━ 
ABOUT THIS PODCAST 
━━━━━━━━━━━━━━━━━━━━━━━━ 
Subscribe for new episodes on AI, product, engineering, and the future of work. 

 #ServiceNow #AI #ArtificialIntelligence #ProductDesign #SoftwareEngineering #ContentGovernance #DesignLeadership #AIStrategy #ProductManagement #EngineeringLeadership #TechLeadership #FutureOfWork #ServiceNowInsights #MachineLearning #Innovation #DesignThinking #TechPodcast #AIProductivity #DigitalTransformation #CustomerValue

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

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.

Episode 40: Upgrades

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