In this episode, product manager David Thigpen talks about the new Service Owner Workspace application. This app helps service owners by aggregating service data from across the platform and providing analytics to help monitor and evaluate service trends and performance. This episode covers:
Service Owner Workspace and Service Portfolio Management
What does Service Owner Workspace do?
Metrics on performance and trends
Spend estimates and change impacts
Integration with other ITSM apps
Getting started
What’s in store in future releases?

For more information, see:
Product documentation: Service Owner Workspace premium experience
Community topic page: Service Portfolio Management

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

In this episode, product manager <a href="https://community.servicenow.com/community?id=community_user_profile&amp;user=918f8ea9db181fc09c9ffb651f961963">David Thigpen</a> talks about the new Service Owner Workspace application. This app helps service owners by aggregating service data from across the platform and providing analytics to help monitor and evaluate service trends and performance. This episode covers:
<ul>
<li>Service Owner Workspace and Service Portfolio Management</li>
<li>What does Service Owner Workspace do?</li>
<li>Metrics on performance and trends</li>
<li>Spend estimates and change impacts</li>
<li>Integration with other ITSM apps</li>
<li>Getting started</li>
<li>What&rsquo;s in store in future releases?</li>
</ul>
For more information, see:
<ul>
<li>Product documentation: <a href="https://docs.servicenow.com/bundle/newyork-it-service-management/page/product/service-portfolio-management2/concept/SPM2-premium.html">Service Owner Workspace premium experience</a></li>
<li>Community topic page: <a href="https://community.servicenow.com/community?id=community_topic&amp;sys_id=127d5f9bdbd5d7400e3dfb651f961969">Service Portfolio Management</a></li>
</ul>
Your feedback helps us serve you better! Did you find this podcast helpful? Please leave us a comment to tell us why or why not.

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 54: Service Owner Workspace

What is Agentic AI — and what can it actually do for your business? In this episode of the podcast, host Bobby Brill brings together three conversations with the people building Agentic AI at ServiceNow into one 20-minute briefing.

Whether you're leading a team, managing a platform, or just trying to understand what your company is investing in - this episode gives you the full picture.

━━━━━━━━━━━━━━━━━━━━━━━━

WHAT WE COVER

━━━━━━━━━━━━━━━━━━━━━━━━

RITA CASTILLO — VP of Design, Platform & AI

The clearest explainer of Agentic AI you'll find. Rita walks through the full evolution from scripted automation to agentic systems, what makes agentic different, and how the orchestrator-and-agent hierarchy works at ServiceNow.

AMRUTHA RAMESH — Visiting Researcher, ServiceNow

Amrutha built Agent Ada — a real AI agent designed to turn enterprise data into actionable insights. She explains how Ada understands your goal, adapts to who's asking, and delivers analysis your team can actually use.

ISSAM LARADJI & ANITHA RAGHAVAN — Research Scientist & Product Manager, ServiceNow

How do you know if your AI's insights are trustworthy? Issam and Anitha built InsightBench — a benchmark that uses AI to evaluate AI — to answer exactly that question.

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CHAPTERS

0:00  Introduction
1:30  What Is Agentic AI? — Rita Castillo, VP of AI Design
6:00  How Agents Work as a Team
10:30  Meet Agent Ada — Amrutha Ramesh, Visiting Researcher
16:00  Can You Trust Your AI? — Issam Laradji & Anitha Raghavan
21:30  Wrap-Up

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GUESTS

━━━━━━━━━━━━━━━━━━━━━━━━

Rita Castillo — VP, AI Design at ServiceNow

Amrutha Ramesh — Visiting Researcher, ServiceNow

Issam Laradji — Research Scientist, ServiceNow

Anitha Raghavan — Product Manager, ServiceNow

━━━━━━━━━━━━━━━━━━━━━━━━

LEARN MORE

━━━━━━━━━━━━━━━━━━━━━━━━

ServiceNow Agentic AI: https://www.servicenow.com

More episodes:

Narrative Analytics with Agent Ada: https://youtu.be/k1P9o2glq90

InsightBench & AgentPoirot: https://youtu.be/0_ikQQ82qAk

Understanding Agentic AI with Rita Castillo: https://youtu.be/JyFdcQChYLs

━━━━━━━━━━━━━━━━━━━━━━━━

ABOUT THIS PODCAST

━━━━━━━━━━━━━━━━━━━━━━━━

Hosted by Bobby Brill. ServiceNow INsights podcast explores the people, technology, and ideas shaping the future of work.

#AgenticAI #ServiceNow #AIAgents #ArtificialIntelligence #FutureOfWork #EnterpriseAI #DataAnalytics #NowAssist #MachineLearning #Podcast

What&nbsp;is&nbsp;Agentic&nbsp;AI&nbsp;&mdash;&nbsp;and&nbsp;what&nbsp;can&nbsp;it&nbsp;actually&nbsp;do&nbsp;for&nbsp;your&nbsp;business?&nbsp;In&nbsp;this&nbsp;episode&nbsp;of&nbsp;the&nbsp;podcast,&nbsp;host&nbsp;Bobby&nbsp;Brill&nbsp;brings&nbsp;together&nbsp;three&nbsp;conversations&nbsp;with&nbsp;the&nbsp;people&nbsp;building&nbsp;Agentic&nbsp;AI&nbsp;at&nbsp;ServiceNow&nbsp;into&nbsp;one&nbsp;20-minute&nbsp;briefing.
Whether you're leading a team, managing a platform, or just trying to understand what your company is investing in - this episode gives you the full picture.
━━━━━━━━━━━━━━━━━━━━━━━━
WHAT&nbsp;WE&nbsp;COVER
━━━━━━━━━━━━━━━━━━━━━━━━
RITA&nbsp;CASTILLO&nbsp;&mdash;&nbsp;VP&nbsp;of&nbsp;Design,&nbsp;Platform&nbsp;&amp;&nbsp;AI
The clearest explainer of Agentic AI you'll find. Rita walks through the full evolution from scripted automation to agentic systems, what makes agentic different, and how the orchestrator-and-agent hierarchy works at ServiceNow.
AMRUTHA&nbsp;RAMESH&nbsp;&mdash;&nbsp;Visiting&nbsp;Researcher,&nbsp;ServiceNow
Amrutha built Agent Ada &mdash; a real AI agent designed to turn enterprise data into actionable insights. She explains how Ada understands your goal, adapts to who's asking, and delivers analysis your team can actually use.
ISSAM&nbsp;LARADJI&nbsp;&amp;&nbsp;ANITHA&nbsp;RAGHAVAN&nbsp;&mdash;&nbsp;Research&nbsp;Scientist&nbsp;&amp;&nbsp;Product&nbsp;Manager,&nbsp;ServiceNow
How do you know if your AI's insights are trustworthy? Issam and Anitha built InsightBench &mdash; a benchmark that uses AI to evaluate AI &mdash; to answer exactly that question.
━━━━━━━━━━━━━━━━━━━━━━━━
CHAPTERS
0:00&nbsp;&nbsp;Introduction 1:30&nbsp;&nbsp;What Is Agentic AI? &mdash; Rita Castillo, VP of AI Design 6:00&nbsp;&nbsp;How Agents Work as a Team 10:30&nbsp;&nbsp;Meet Agent Ada &mdash; Amrutha Ramesh, Visiting Researcher 16:00&nbsp;&nbsp;Can You Trust Your AI? &mdash; Issam Laradji &amp; Anitha Raghavan 21:30&nbsp;&nbsp;Wrap-Up
━━━━━━━━━━━━━━━━━━━━━━━━
GUESTS
━━━━━━━━━━━━━━━━━━━━━━━━
Rita Castillo &mdash; VP, AI Design at ServiceNow
Amrutha&nbsp;Ramesh&nbsp;&mdash;&nbsp;Visiting&nbsp;Researcher,&nbsp;ServiceNow
Issam&nbsp;Laradji&nbsp;&mdash;&nbsp;Research&nbsp;Scientist,&nbsp;ServiceNow
Anitha&nbsp;Raghavan&nbsp;&mdash;&nbsp;Product&nbsp;Manager,&nbsp;ServiceNow
━━━━━━━━━━━━━━━━━━━━━━━━
LEARN&nbsp;MORE
━━━━━━━━━━━━━━━━━━━━━━━━
ServiceNow Agentic AI: https://www.servicenow.com
More&nbsp;episodes:
Narrative&nbsp;Analytics&nbsp;with&nbsp;Agent&nbsp;Ada:&nbsp;https://youtu.be/k1P9o2glq90
InsightBench&nbsp;&amp;&nbsp;AgentPoirot:&nbsp;https://youtu.be/0_ikQQ82qAk
Understanding&nbsp;Agentic&nbsp;AI&nbsp;with&nbsp;Rita&nbsp;Castillo:&nbsp;https://youtu.be/JyFdcQChYLs
━━━━━━━━━━━━━━━━━━━━━━━━
ABOUT&nbsp;THIS&nbsp;PODCAST
━━━━━━━━━━━━━━━━━━━━━━━━
Hosted by Bobby Brill. ServiceNow INsights podcast explores the people, technology, and ideas shaping the future of work.
#AgenticAI #ServiceNow #AIAgents #ArtificialIntelligence #FutureOfWork #EnterpriseAI #DataAnalytics #NowAssist #MachineLearning #Podcast

AGENTIC AI - The Future of Work and the Agents Building It

Your dashboards show you what's happening. Process mining shows you why — and what to do about it. In this episode, Bobby Brill sits down with Dan Grady to demystify process mining: what it is, how it works within the ServiceNow platform, and why organizations using it are uncovering years of hidden inefficiency they never knew existed.

Dan walks through real customer stories — from a double approval process for printer toner that was costing 2 days per request to a single form-field change that saved 7 years of manual work per month — and explains how process mining moves you from raw data to actionable insight faster than any traditional approach.

Dan Grady has a technology career that spans over 25 years. The last 10 spent at ServiceNow. In his current role as Director of Product Management, he is focused on helping customers identify process improvement opportunities through the use of ServiceNow's Process and Task Mining solution. Outside of the office, he enjoys spending time with his wife and 3 girls, public speaking, bad NY sports teams, a good happy hour deal, and storytelling.

Whether you're new to ServiceNow or a seasoned admin, this episode will change how you think about your workflows.

🔗 Get started with Process Mining: https://www.servicenow.com/community/process-mining-article/servicenow-process-mining-formerly-process-optimization-faq/ta-p/2309083

📄 Learn more about ServiceNow: https://www.servicenow.com/docs/

🎓 ServiceNow Docs YouTube Channel: https://www.youtube.com/channel/UCQjE37R-Y4DTq7kUWPO83Wg

Chapters
0:00 – Introduction & Dan Grady's Background 
1:13 – What Is Process Mining? (The X-Ray for Your Business) 
2:08 – Why Dashboards Alone Aren't Enough 
3:56 – From Raw Data to Actionable Insights 
4:59 – The Printer Toner Story: Removing a Step, Saving Two Days 
6:01 – The Spaghetti Bowl: Visualizing Your Processes 
7:34 – The "47 Years" Moment That Shocks Every Customer 
8:43 – Finding Automation Opportunities with Process Mining 
10:49 – Best Practices: How to Avoid Getting Overwhelmed 
12:35 – Getting Started: First Steps on the Platform 
15:11 – Real Customer Use Cases (Approvals, Routing & More) 
17:59 – Why You Never Stop Needing Process Mining 
20:50 – The Analytics Stack: Operational Reporting → Platform Analytics → Process Mining 
22:45 – Closing & Where to Learn More

Your dashboards show you what's happening. Process mining shows you why &mdash; and what to do about it. In this episode, Bobby Brill sits down with Dan Grady to demystify process mining: what it is, how it works within the ServiceNow platform, and why organizations using it are uncovering years of hidden inefficiency they never knew existed.
Dan walks through real customer stories &mdash; from a double approval process for printer toner that was costing 2 days per request to a single form-field change that saved 7 years of manual work per month &mdash; and explains how process mining moves you from raw data to actionable insight faster than any traditional approach.
Dan Grady has a technology career that spans over 25 years. The last 10 spent at ServiceNow. In his current role as Director of Product Management, he is focused on helping customers identify process improvement opportunities through the use of ServiceNow's Process and Task Mining solution. Outside of the office, he enjoys spending time with his wife and 3 girls, public speaking, bad NY sports teams, a good happy hour deal, and storytelling.
Whether you're new to ServiceNow or a seasoned admin, this episode will change how you think about your workflows.
🔗 Get started with Process Mining: <a href="https://www.servicenow.com/community/process-mining-article/servicenow-process-mining-formerly-process-optimization-faq/ta-p/2309083">https://www.servicenow.com/community/process-mining-article/servicenow-process-mining-formerly-process-optimization-faq/ta-p/2309083</a>
📄 Learn more about ServiceNow:&nbsp;<a href="https://www.servicenow.com/docs/">https://www.servicenow.com/docs/</a>
🎓 ServiceNow Docs YouTube Channel:&nbsp;<a href="https://www.youtube.com/channel/UCQjE37R-Y4DTq7kUWPO83Wg">https://www.youtube.com/channel/UCQjE37R-Y4DTq7kUWPO83Wg</a>
Chapters 0:00 &ndash; Introduction &amp; Dan Grady's Background 1:13 &ndash; What Is Process Mining? (The X-Ray for Your Business) 2:08 &ndash; Why Dashboards Alone Aren't Enough 3:56 &ndash; From Raw Data to Actionable Insights 4:59 &ndash; The Printer Toner Story: Removing a Step, Saving Two Days 6:01 &ndash; The Spaghetti Bowl: Visualizing Your Processes 7:34 &ndash; The "47 Years" Moment That Shocks Every Customer 8:43 &ndash; Finding Automation Opportunities with Process Mining 10:49 &ndash; Best Practices: How to Avoid Getting Overwhelmed 12:35 &ndash; Getting Started: First Steps on the Platform 15:11 &ndash; Real Customer Use Cases (Approvals, Routing &amp; More) 17:59 &ndash; Why You Never Stop Needing Process Mining 20:50 &ndash; The Analytics Stack: Operational Reporting &rarr; Platform Analytics &rarr; Process Mining 22:45 &ndash; Closing &amp; Where to Learn More

The Hidden Cost of How Your Business Actually Works | Process Mining with Dan Grady

The Human in the Loop | Ethical AI with Di Le 
ServicveNow Insights Podcast - hosted By Bobby Brill 

What does it actually mean to build AI responsibly? Not the buzzword version. The real version. In our latest episode, I sat down with Di Le — AI Ethicist and Human-Centered AI Strategist at ServiceNow — and she broke it down in a way I hadn't heard before. 

Most people use Ethical AI, Responsible AI, and Human-Centered AI interchangeably, and Di breaks down exactly where each one lives and how they apply to building AI that aligns with our societal values. Fairness. Transparency. Bias. Beyond evaluation and technical talking points, these are also design decisions with real consequences for real people — and operationalizing them is harder than most organizations want to admit. 

One line from Di that stopped me: "People have crossed oceans and built monuments in honor of our capability to think. And I just want people to preserve that and not surrender it so freely." That's the episode in one sentence. 

To learn more about Ethical AI and reseatch from Di Le and more - https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1020&context=sighci2025

https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1025&context=sighci2024

 https://www.youtube.com/watch?v=QhVY-85A-Wk&t=5s

ServiceNow Insights Podcast 🎧 The Human in the Loop — now available wherever you listen to podcasts.

0:00 – Introduction & Di Le's Background 
1:35 – Is Ethical AI Just About Preventing Skynet? 
2:22 – Responsible AI vs. Ethical AI vs. Human-Centered AI 
6:34 – Why All Three Are Deeply Interconnected 
8:39 – When "Amazing" Tech Goes Wrong: The Adobe Example 
10:07 – Fairness, Transparency & Accountability Explained 
12:06 – The Mug Factory: Understanding Bias in AI 
14:52 – Transparency & Interpretability in AI Design 
16:48 – Keeping Humans Genuinely in the Loop 
18:06 – Accountability & Human Oversight 
20:39 – Why Bias Isn't a Bug You Can Just Fix 
22:30 – How ServiceNow Approaches Responsible AI 
23:11 – Why Di Chose ServiceNow (The Origin Story) 
27:09 – One Thing Everyone Should Do With AI 28:38 – Closing

The Human in the Loop | Ethical AI with Di Le&nbsp; ServicveNow Insights Podcast - hosted By Bobby Brill What does it actually mean to build AI responsibly? Not the buzzword version. The real version. In our latest episode, I sat down with Di Le &mdash; AI Ethicist and Human-Centered AI Strategist at ServiceNow &mdash; and she broke it down in a way I hadn't heard before. Most people use Ethical AI, Responsible AI, and Human-Centered AI interchangeably, and Di breaks down exactly where each one lives and how they apply to building AI that aligns with our societal values. Fairness. Transparency. Bias. Beyond evaluation and technical talking points, these are also design decisions with real consequences for real people &mdash; and operationalizing them is harder than most organizations want to admit. One line from Di that stopped me: "People have crossed oceans and built monuments in honor of our capability to think. And I just want people to preserve that and not surrender it so freely." That's the episode in one sentence. To learn more about Ethical AI and reseatch from Di Le and more - <a href="https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1020&amp;context=sighci2025">https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1020&amp;context=sighci2025</a>
<a href="https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1025&amp;context=sighci2024">https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1025&amp;context=sighci2024</a>
&nbsp;<a href="https://www.youtube.com/watch?v=QhVY-85A-Wk&amp;t=5s">https://www.youtube.com/watch?v=QhVY-85A-Wk&amp;t=5s</a> <a href="https://youtu.be/j-LEgkvrys0">ServiceNow Insights Podcast</a> 🎧 The Human in the Loop &mdash; now available wherever you listen to podcasts.
0:00 &ndash; Introduction &amp; Di Le's Background 1:35 &ndash; Is Ethical AI Just About Preventing Skynet? 2:22 &ndash; Responsible AI vs. Ethical AI vs. Human-Centered AI 6:34 &ndash; Why All Three Are Deeply Interconnected 8:39 &ndash; When "Amazing" Tech Goes Wrong: The Adobe Example 10:07 &ndash; Fairness, Transparency &amp; Accountability Explained 12:06 &ndash; The Mug Factory: Understanding Bias in AI 14:52 &ndash; Transparency &amp; Interpretability in AI Design 16:48 &ndash; Keeping Humans Genuinely in the Loop 18:06 &ndash; Accountability &amp; Human Oversight 20:39 &ndash; Why Bias Isn't a Bug You Can Just Fix 22:30 &ndash; How ServiceNow Approaches Responsible AI 23:11 &ndash; Why Di Chose ServiceNow (The Origin Story) 27:09 &ndash; One Thing Everyone Should Do With AI 28:38 &ndash; Closing

Episode 54: Service Owner Workspace

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