In this episode, product manager Manjeet Singh talks about the new Coaching application on the Now Platform. Coaching helps you train service desk agents and other employees at critical moments in their job processes, with conditional automated virtual coaching right when they need it. This episode covers:
Roles: coach and trainee
The coaching process
Virtual coaching
Building coaching into a workflow
Integrating other ServiceNow capabilities

For more information, see:
Product Documentation: Coaching
Product Documentation: Coaching release notes

Your feedback helps us serve you better. Did you find this podcast helpful? Please leave a comment!

To catch clips behind the scenes with our guests and hear about new episodes before they’re published, follow @NOWsupport on Twitter. You can also search Twitter using #SNtechbytes for previous podcasts, video clips and pictures.

In this episode, product manager&nbsp;<a href="https://community.servicenow.com/community?id=community_user_profile&amp;user=a7009625db581fc09c9ffb651f96195a">Manjeet Singh</a>&nbsp;talks about the new Coaching application on the Now Platform. Coaching helps you train service desk agents and other employees at critical moments in their job processes, with conditional automated virtual coaching right when they need it. This episode covers:
<ul>
<li>Roles: coach and trainee</li>
<li>The coaching process</li>
<li>Virtual coaching</li>
<li>Building coaching into a workflow</li>
<li>Integrating other ServiceNow capabilities</li>
</ul>
For more information, see:
<ul>
<li>Product Documentation: <a href="https://docs.servicenow.com/bundle/madrid-it-service-management/page/product/coaching/concept/coaching-landing.html">Coaching</a></li>
<li>Product Documentation: <a href="https://docs.servicenow.com/bundle/madrid-release-notes/page/release-notes/it-service-management/coaching-rn.html">Coaching release notes</a></li>
</ul>
Your feedback helps us serve you better. Did you find this podcast helpful? Please leave a comment!
To catch clips behind the scenes with our guests and hear about new episodes before they&rsquo;re published, follow&nbsp;<a href="https://twitter.com/NOWsupport">@NOWsupport on Twitter.</a>&nbsp;You can also search Twitter using <a href="https://twitter.com/search?f=tweets&amp;vertical=default&amp;q=%23sntechbytes&amp;src=typd">#SNtechbytes</a>&nbsp;for previous podcasts, video clips and pictures.

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>

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ServiceNow Insights Podcast

Episode 49: Coaching application

AI is transforming how businesses operate and how early-career talent grows. In this episode, UTG Unlocked, Mark Stockford (GVP, Global Cloud Operations) and Alyssa Gerhart (former intern, now full-time employee) share how AI is reshaping work at ServiceNow—from strategic impact to day-to-day execution. Our guest hosts Jorden Shelton and Cynthia Mathenge guide the conversation and explore real AI use cases like Unity, RAG-based duplicate detection, and intent detection, while emphasizing the importance of critical thinking and strong fundamentals. 

In this episode, designed not just for recent interns, you’ll learn how AI is expanding career paths, how teams like Global Cloud Services power innovation behind the scenes, and what interns and early-career professionals can do now to grow: stay curious, use AI intentionally, seek mentors, and don’t just consume—contribute. 

UTG is the engine behind the scenes here at ServiceNow — enabling innovation, maintaining production environments, supporting internal teams, and driving operational excellence. It connects strategy to execution by combining engineering, cloud operations, and technology operations to deliver stable, high-performing systems that allow the business and customers to succeed. 

For more information about the Early Careers program visit - https://careers.servicenow.com/early-careers/ 

00:00 Welcome & What ‘UTG Unlocked’ Is All About  
02:50 Meet the Panel: Mark, Alyssa, Jorden & Cynthia  
04:29 Segment 1: How AI Is Impacting the Business (Customers vs. Employees)  
06:26 Skills That Matter in an AI-Powered Workplace  
09:52 Real AI Use Cases: Unity, Agents, and Faster Ops  
13:57 AI and Career Growth: New Roles, New Paths, Partnering with AI  
18:56 Advice for Early-Career Talent: Stay Curious, Build, Contribute  
20:41 Segment 2 Kickoff: Rapid-Fire Fun
28:50 Pulling Back the Curtain: What is GCS 
30:37 GCS as a Superhero: Operating in the Shadows Like Batman  
31:35 The Hidden Work: Solving Customer-Created Problems & Root-Cause Hunting  
33:37 Alyssa’s Journey: Intern to FTE, Mentorship, and Scaling Developer Productivity  
35:38 What’s Next: Emerging Tech on the Radar (AI to Quantum Computing)  
37:15 Closing Takeaways: Keep Learning, Use AI Wisely, Ask Questions, and Give Back  
40:12 Final Words & Where to Learn More 

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

UTG Unlocked: AI Careers, Partnering with AI, and Understanding Global Cloud Services at ServiceNow

Exploring Leadership and AI with Anand Tharanathan

In this engaging episode of our podcast, we delve into the world of leadership and Artificial Intelligence with Anand Tharanathan, GVP of Product Research and Insights at ServiceNow. Anand shares his journey from an individual contributor to a leadership role, emphasizing the importance of empathy, mentorship, and learning from failure. He discusses his unique perspective on leadership drawn from his experiences in sports and how this has influenced his professional growth.

Anand also provides insights into the rapidly evolving field of AI, comparing it with human automation and highlighting the importance of keeping the human element in the loop. He addresses the challenges and nuances of designing AI systems that enhance human capabilities rather than replace them. Additionally, Anand discusses how to strike a balance between being product-centric and people-centric, and the crucial role of adaptability in navigating technological advancements.

Towards the end of the conversation, Anand outlines a framework for effectively using AI and advises on avoiding common pitfalls when integrating AI into new products. This episode is a must-watch for anyone interested in leadership, AI, and the future of technology. Join us and gain valuable insights from industry experts!

Guest - Anand Tharanathan, GVP of Product Research and Insights at ServiceNow
Guest Host - Apurva Korde

00:00 Introduction and Guest Welcome
00:24 Discussing UX Research and AI
01:18 Leadership Journey and Insights
03:45 The Role of Mentors and Managers
09:59 Design Leadership vs. Conventional Leadership
13:56 Balancing Product and People-Centric Leadership
17:55 Adapting to Rapid Technological Changes
18:56 Navigating the AI Revolution
19:14 Staying Calm and Curious in the AI Era
20:45 Insights from a Tech Leader on AI
21:42 Designing Human-Centric AI Experiences
26:32 The Importance of Human in the Loop
31:24 Frameworks for AI Use and Misuse
34:25 Building AI-Powered Products
36:37 Balancing AI and Business Goals
38:45 Concluding Thoughts on AI

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

Exploring Leadership and AI with Anand Tharanathan

In this episode of the podcast, host Bobby Brill takes a break from hosting duties and introduces Shruti Shrivastava, Director of UX Research at ServiceNow in Bangalore, India. Shruti takes the reigns for this episode and interviews Averria Martin, Senior Director, UX Research. The conversation covers a range of topics including the application of AI in research, internal mobility at ServiceNow, and effective leadership strategies. Averria shares her personal and professional experiences, emphasizing the importance of work-life balance, growth mindset, and fostering a collaborative culture. The episode also highlights practical advice for transitioning from IC roles to leadership and the value of internal mobility and user-centric approaches in research.

Guest - Averria Martin, Senior Director, UX Research
Guest Host - Shruti Shrivastava, Director of UX Research



00:00 Introduction and Guest Introduction
00:13 Meet Shruti Shrivastava
01:10 Insights on AI in Research
01:51 Interview with Averria Martin
04:48 Work-Life Balance Tips
06:53 Career Advice for Researchers
09:27 Internal Mobility and Culture at ServiceNow
12:47 AI and Research Technologies
18:20 Collaboration and Leadership
26:04 Final Thoughts and Conclusion

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

Episode 49: Coaching application

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