In this episode, product manager Niki Patel talks about the Workforce Optimization application for IT service managers, including some new features for the Rome release to help companies take full advantage of today’s distributed workforce. This episode covers:
What is Workforce Optimization?
Flexible scheduling and on-call
Forecasting agent demand
Performance Analytics and KPIs for individual agents
Using external learning resources for agents

For more information, see:
Product documentation: Workforce Optimization for ITSM
Community blog: Workforce Optimization for ITSM - Rome features
Community article: Managing on-call and normal workshifts in Workforce Optimization for ITSM
Community article: Driving Employee Engagement and Upskilling the Workforce through Coaching With Learning

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Subscribe to iTunes

In this episode, product manager <a href="https://community.servicenow.com/community?id=community_user_profile&amp;user=4d4152e5db981fc09c9ffb651f96194c">Niki Patel </a>talks about the Workforce Optimization application for IT service managers, including some new features for the Rome release to help companies take full advantage of today&rsquo;s distributed workforce. This episode covers:
<ul>
<li>What is Workforce Optimization?</li>
<li>Flexible scheduling and on-call</li>
<li>Forecasting agent demand</li>
<li>Performance Analytics and KPIs for individual agents</li>
<li>Using external learning resources for agents</li>
</ul>
For more information, see:
<ul>
<li>Product documentation: <a href="https://docs.servicenow.com/bundle/rome-it-service-management/page/product/itsm-manager-workspace/concept/workforce-optimization-itsm.html">Workforce Optimization for ITSM</a></li>
<li>Community blog: <a href="https://community.servicenow.com/community?id=community_blog&amp;sys_id=0478dd26dbbe7cd080073ca8f4961915">Workforce Optimization for ITSM - Rome features</a></li>
<li>Community article: <a href="https://community.servicenow.com/community?id=community_article&amp;sys_id=453ad6e11b3e7890d01143f6fe4bcbe3">Managing on-call and normal workshifts in Workforce Optimization for ITSM</a></li>
<li>Community article: <a href="https://community.servicenow.com/community?id=community_article&amp;sys_id=16eda1c51bb63850c552c8031d4bcbf2">Driving Employee Engagement and Upskilling the Workforce through Coaching With Learning</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.
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ServiceNow TechBytes brings you ServiceNow experts with an inside look at our products - tech insights, best practices, new features, tricks and tips, and more. Join us here for the inside scoop, and join the conversation in the ServiceNow Community.

ServiceNow TechBytes brings you ServiceNow experts with an inside look at our products - tech insights, best practices, new features, tricks and tips, and more. Join us here for the inside scoop, and join the conversation in the ServiceNow Community.

ServiceNow TechBytes is a Podcast Program hosted …

ServiceNow TechBytes

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

Episode 60: Workforce Optimization for ITSM

On this episode of TechBytes we discuss the significance of curiosity in understanding product use and the role of AI in technical writing. Our guest is Katie Ott, Senior Director, Content Operations and Experiences at ServiceNow, and shares her experience as a technical writer and manager, emphasizing the evolution of technical writing from formal to conversational style. She also highlights the value of AI as a tool to enhance efficiency and provide different perspectives. Katie also points out the importance of curiosity in technical organizations for seeking knowledge and gathering information.

Guest - 
Katie Ott, Senior Director, Content Operations and Experiences at ServiceNow

Host - 
Bobby Brill, Senior Multimedia Producer

For more information head over to our documentation site.

Subscribe today!
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On this episode of TechBytes we discuss the significance of curiosity in understanding product use and the role of AI in technical writing. Our guest is Katie Ott, Senior Director, Content Operations and Experiences at ServiceNow, and shares her experience as a technical writer and manager, emphasizing the evolution of technical writing from formal to conversational style. She also highlights the value of AI as a tool to enhance efficiency and provide different perspectives. Katie also points out the importance of curiosity in technical organizations for seeking knowledge and gathering information. Guest - Katie Ott, Senior Director, Content Operations and Experiences at ServiceNow
Host - Bobby Brill, Senior Multimedia Producer
For more information head over to our <a href="https://docs.servicenow.com/">documentation site</a>.
Subscribe today!
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On this episode of TechBytes we discuss the significance of curiosity in understanding product use and the role of AI in technical writing. Our guest is Katie Ott, Senior Director, Content Operations and Experiences at ServiceNow, and shares her experience as a technical writer and manager, emphasizing the evolution of technical writing from formal to conversational style. She also highlights the value of AI as a tool to enhance efficiency and provide different perspectives. Katie also points out the importance of curiosity in technical organizations for seeking knowledge and gathering information.

Writing and AI with Katie Ott - TechBytes

On this episode of TechBytes we talk with three experts in the field of language and linguistics and delve into the importance of linguistics in making AI successful. Our discussion includes Roberto Bacci, Manager, Content Development in ATG, along with Midam Kim and Ryan Dux, both Senior Linguists in ATG here at ServiceNow. We get a quick lesson in linguistics and how it is paramount in achieving the goal of making large language models more human-like and emotionally intelligent for customer interaction, and the application of linguistics in enhancing AI and LLMs at ServiceNow. The team also explores the role of emotion, empathy, friendliness, and trust in AI communication and interaction, highlighting the various challenges and strategies involved. The conversation provides insights into the evolving field of linguistics and its impact on AI technology.

Guests - Roberto Bacci, Midam Kim, Ryan Dux

Host - Bobby Brill

For more information head over to our documentation site.

Subscribe today!
Apple Podcasts
Google Podcasts
Spotify
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On this episode of TechBytes we talk with three experts in the field of language and linguistics and delve into the importance of linguistics in making AI successful. Our discussion includes Roberto Bacci, Manager, Content Development in ATG, along with Midam Kim and Ryan Dux, both Senior Linguists in ATG here at ServiceNow. We get a quick lesson in linguistics and how it is paramount in achieving the goal of making large language models more human-like and emotionally intelligent for customer interaction, and the application of linguistics in enhancing AI and LLMs at ServiceNow. The team also explores the role of emotion, empathy, friendliness, and trust in AI communication and interaction, highlighting the various challenges and strategies involved. The conversation provides insights into the evolving field of linguistics and its impact on AI technology.
Guests - Roberto Bacci, Midam Kim, Ryan Dux
Host - Bobby Brill
For more information head over to our <a href="https://docs.servicenow.com/">documentation site</a>.
Subscribe today!
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</ul>

This episode of TechBytes delves into the importance of linguistics in making AI successful, focusing on large language models and emotionally intelligent customer interactions. Experts from ServiceNow discuss applying linguistics to enhance AI's human-like communication, emphasizing empathy, humor, and trust-building. The conversation highlights the significance of language in bridging the gap between users and AI technology.

Linguistics and Language in GenAI

In this episode of TechBytes we discuss the importance of human-centered AI, focusing on the collaboration between technology and humans. Jessa Anderson, manager UX Research at ServiceNow, talks about integrating UX research with generative AI, emphasizing transparency, feedback, and human oversight. We dive into the need to set realistic expectations, guide users on how to interact with AI, and elevate the human experience. Jessa also touches on the nuances of AI usability, the role of personas in UX research, and the significance of transparency in AI interactions.

We have some great episodes coming in the next few weeks featuring more discussions on GenAI, UX, and Linguistics with guests including Di Le, Hayley Mortin, Katie Ott, Roberto Bacci, Midam Kim, Ryan Dux, Abhi Roy and more.

Guest - 
Jessa Anderson - Manager, UX Research, AI Experience Research Department

Episode host - 
Bobby Brill



For more information head over to our documentation site.

Subscribe today!
Apple Podcasts
Google Podcasts
Spotify
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TuneIn
RSS

In this episode of TechBytes we discuss the importance of human-centered AI, focusing on the collaboration between technology and humans. Jessa Anderson, manager UX Research at ServiceNow, talks about integrating UX research with generative AI, emphasizing transparency, feedback, and human oversight. We dive into the need to set realistic expectations, guide users on how to interact with AI, and elevate the human experience. Jessa also touches on the nuances of AI usability, the role of personas in UX research, and the significance of transparency in AI interactions.
We have some great episodes coming in the next few weeks featuring more discussions on GenAI, UX, and Linguistics with guests including Di Le, Hayley Mortin, Katie Ott, Roberto Bacci, Midam Kim, Ryan Dux, Abhi Roy and more.
Guest - Jessa Anderson - Manager, UX Research, AI Experience Research Department Episode host -  Bobby Brill 
For more information head over to our <a href="https://docs.servicenow.com/">documentation site</a>.
Subscribe today!
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Episode 60: Workforce Optimization for ITSM

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