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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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>
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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 60: Workforce Optimization for ITSM

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.

The Cost of Building the Right Thing | AI, Speed & Discernment at ServiceNow

What does it actually mean to be AI native? Not the buzzword — the real thing. Host Bobby Brill brings together seven ServiceNow experts across six conversations for a complete picture of what AI native thinking, building, and working looks like right now.

━━━━━━━━━━━━━━━━━━━━━━━━
WHAT WE COVER
━━━━━━━━━━━━━━━━━━━━━━━━

DI LE — AI Ethicist & Human-Centered AI Strategist, ServiceNow
The clearest definitions you'll find anywhere of responsible AI, ethical AI, and human-centered AI — and why all three are required if you're going to do this right. Plus: why AI native means AI as the operating system, not a feature.

DR. ALAINA BEAVER — Global Head of Accessibility Customer Engagement, ServiceNow
ServiceNow built the world's first AI model accessibility checker with the Global Accessibility Awareness Day Foundation — and open-sourced it on GitHub for free. Because responsible AI native behavior means holding AI itself accountable.

ANAND THARANATHAN — Research Leader, ServiceNow
A framework from cognitive science every AI builder needs: use, disuse, misuse, and abuse. The four modes of AI interaction — and why proper use is the only one that delivers.

TARA BOGAVELLI & KATRINA STANKIEWICZ — Voice AI Research Team, ServiceNow
How ServiceNow built a rigorous open-source evaluation framework for voice agents from scratch — and what cascade failures, transcription errors, and prosody failures actually sound like in practice.

IAN THURLOW & ANDREW YAN — Software Engineering Manager & Software Engineer, ServiceNow
The daily ground-floor reality of being AI native: AI as accelerator, AI as the new Stack Overflow, the calculator analogy, and why fundamentals matter more than ever.

━━━━━━━━━━━━━━━━━━━━━━
LEARN MORE
━━━━━━━━━━━━━━━━━━━━━━━━

ServiceNow Responsible AI: https://www.servicenow.com/responsible-ai
AI Model Accessibility Checker: https://www.servicenow.com/accessibility-statement.html
ServiceNow AI: https://www.servicenow.com/artificial-intelligence

━━━━━━━━━━━━━━━━━━━━━━━━
ABOUT THIS PODCAST
━━━━━━━━━━━━━━━━━━━━━━━━

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

#AINative #ServiceNow #ResponsibleAI #HumanCenteredAI #AIEthics #EnterpriseAI #FutureOfWork #NowAssist #ArtificialIntelligence #Podcast

What does it actually mean to be AI native? Not the buzzword &mdash; the real thing. Host Bobby Brill brings together seven ServiceNow experts across six conversations for a complete picture of what AI native thinking, building, and working looks like right now. ━━━━━━━━━━━━━━━━━━━━━━━━ WHAT WE COVER ━━━━━━━━━━━━━━━━━━━━━━━━ DI LE &mdash; AI Ethicist &amp; Human-Centered AI Strategist, ServiceNow The clearest definitions you'll find anywhere of responsible AI, ethical AI, and human-centered AI &mdash; and why all three are required if you're going to do this right. Plus: why AI native means AI as the operating system, not a feature. DR. ALAINA BEAVER &mdash; Global Head of Accessibility Customer Engagement, ServiceNow ServiceNow built the world's first AI model accessibility checker with the Global Accessibility Awareness Day Foundation &mdash; and open-sourced it on GitHub for free. Because responsible AI native behavior means holding AI itself accountable. ANAND THARANATHAN &mdash; Research Leader, ServiceNow A framework from cognitive science every AI builder needs: use, disuse, misuse, and abuse. The four modes of AI interaction &mdash; and why proper use is the only one that delivers. TARA BOGAVELLI &amp; KATRINA STANKIEWICZ &mdash; Voice AI Research Team, ServiceNow How ServiceNow built a rigorous open-source evaluation framework for voice agents from scratch &mdash; and what cascade failures, transcription errors, and prosody failures actually sound like in practice. IAN THURLOW &amp; ANDREW YAN &mdash; Software Engineering Manager &amp; Software Engineer, ServiceNow The daily ground-floor reality of being AI native: AI as accelerator, AI as the new Stack Overflow, the calculator analogy, and why fundamentals matter more than ever. ━━━━━━━━━━━━━━━━━━━━━━ LEARN MORE ━━━━━━━━━━━━━━━━━━━━━━━━ ServiceNow Responsible AI: https://www.servicenow.com/responsible-ai AI Model Accessibility Checker: https://www.servicenow.com/accessibility-statement.html ServiceNow AI: https://www.servicenow.com/artificial-intelligence ━━━━━━━━━━━━━━━━━━━━━━━━ ABOUT THIS PODCAST ━━━━━━━━━━━━━━━━━━━━━━━━ Hosted by Bobby Brill. A ServiceNow podcast exploring the people, technology, and ideas shaping the future of work. #AINative #ServiceNow #ResponsibleAI #HumanCenteredAI #AIEthics #EnterpriseAI #FutureOfWork #NowAssist #ArtificialIntelligence #Podcast

Episode 60: Workforce Optimization for ITSM

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