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.
<a href="https://itunes.apple.com/us/podcast/servicenow-techbytes/id1038560176?mt=2">Subscribe</a>&nbsp;to iTunes

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

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.

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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

Being AI Native at ServiceNow

Day One Ready: What New Engineers Actually Need to Know About AI | Engineering Now Unlocked 

Starting your first engineering role — or coming back for a return offer — and wondering what AI actually changes about the job? This episode gives you the real answer, from two engineers living it every day.

Jordan Shelton and Cynthia Mathenge sit down with Ian Thurlow (Senior Manager, Data Platform Software Engineering) and Andrew Yan (Software Engineer, Data Foundations) to talk about what day one looks like now, what AI tools actually do for early-career engineers, and what fundamentals still separate good engineers from great ones. If you’re about to start an internship, just got your return offer, or you’re a manager thinking about how to set new engineers up for success — this is the conversation you need before day one.

What you’ll learn
✔ What AI actually changes about day-to-day engineering work (and what it doesn’t) 
✔ Why the fundamentals matter more than ever — not less 
✔ How to build a network at a company like ServiceNow, even if you start remotely 
✔ How to use AI as a sounding board, not a crutch 

Chapters 
00:00 Introduction — Engineering Now Unlocked 
02:08 Meet Ian Thurlow and Andrew Yan 
03:03 How AI is changing day-to-day engineering work 
04:47 AI as an accelerator, not a replacement 
09:04 AI as a sounding board 
12:38 Leadership mindset in an AI-first team 
13:46 Raising the bar for early-in-career talent 1
5:41 What your first 30 days should look like 
17:43 This or That 
19:16 Code reviews: the fastest way to learn that nobody talks about 
20:57 Building your network — even fully remote 
24:24 Ian and Andrew’s Work Advice 
27:43 Outro 

Guests 
Ian Thurlow Senior Manager, Data Platform Software Engineering — ServiceNow 
Andrew Yan Software Engineer, Data Foundations — ServiceNow 

Hosts 
Jorden Shelton Technical Program Manager, AI Engineering & Delivery — ServiceNow 
Cynthia Mathenge Business Operations Manager, AI Engineering & Delivery — ServiceNow 
Bobby Brill ServiceNow Insights 

Links & Resources Learn more about ServiceNow Engineering → https://www.servicenow.com/company/careers/engineering.html

ServiceNow Docs → https://docs.servicenow.com

New to the channel? Subscribe so you never miss an episode of ServiceNow Insights.

Day One Ready: What New Engineers Actually Need to Know About AI | Engineering Now Unlocked 
Starting your first engineering role &mdash; or coming back for a return offer &mdash; and wondering what AI actually changes about the job?&nbsp;This episode gives you the real answer, from two engineers living it every day.
Jordan Shelton and Cynthia Mathenge sit down with Ian Thurlow (Senior Manager, Data Platform Software Engineering) and Andrew Yan (Software Engineer, Data Foundations) to talk about what day one looks like now, what AI tools actually do for early-career engineers, and what fundamentals still separate good engineers from great ones. If you&rsquo;re about to start an internship, just got your return offer, or you&rsquo;re a manager thinking about how to set new engineers up for success &mdash; this is the conversation you need before day one.
What you&rsquo;ll learn ✔ What AI actually changes about day-to-day engineering work (and what it doesn&rsquo;t) ✔ Why the fundamentals matter more than ever &mdash; not less ✔ How to build a network at a company like ServiceNow, even if you start remotely ✔ How to use AI as a sounding board, not a crutch Chapters 00:00 Introduction &mdash; Engineering Now Unlocked 02:08 Meet Ian Thurlow and Andrew Yan 03:03 How AI is changing day-to-day engineering work 04:47 AI as an accelerator, not a replacement 09:04 AI as a sounding board&nbsp; 12:38 Leadership mindset in an AI-first team 13:46 Raising the bar for early-in-career talent 1 5:41 What your first 30 days should look like 17:43 This or That 19:16 Code reviews: the fastest way to learn that nobody talks about 20:57 Building your network &mdash; even fully remote 24:24 Ian and Andrew&rsquo;s Work Advice 27:43 Outro Guests Ian Thurlow Senior Manager, Data Platform Software Engineering &mdash; ServiceNow Andrew Yan Software Engineer, Data Foundations &mdash; ServiceNow Hosts Jorden Shelton Technical Program Manager, AI Engineering &amp; Delivery &mdash; ServiceNow Cynthia Mathenge Business Operations Manager, AI Engineering &amp; Delivery &mdash; ServiceNow Bobby Brill ServiceNow Insights Links &amp; Resources Learn more about ServiceNow Engineering &rarr; <a href="https://www.servicenow.com/company/careers/engineering.html">https://www.servicenow.com/company/careers/engineering.html</a> ServiceNow Docs &rarr; <a href="https://docs.servicenow.com">https://docs.servicenow.com</a> New to the channel? Subscribe so you never miss an episode of ServiceNow Insights.

Day One Ready: What New Engineers Need to Know About AI — Engineering Now Unlocked 

Voice AI agent evaluation — why it's fundamentally harder than text, how cascade failures derail conversations invisibly, and ServiceNow's open-source framework to establish industry evaluation standards. Featuring real audio examples showing authentication failures, leaked reasoning, and latency problems.

WHAT WE COVER 

TARA BOGAVELLI — Research Engineer, ServiceNow 
Leading the open-source voice agent evaluation framework. Explains why existing benchmarks don't measure what matters and what ServiceNow is releasing to establish industry standards.

KATRINA STANKIEWICZ — Staff Machine Learning Engineer, ServiceNow 
Cascade model architecture expert. Breaks down STT → LLM → TTS failure modes, named entity transcription challenges, and real audio example analysis.

GABRIELLE GAUTHIER MELANÇON — Staff Applied Research Scientist, ServiceNow 
Multi-language evaluation specialist. Reveals why Large Audio Language Models lag behind, the native speaker requirement, and bot-to-bot simulation methodology. 

CHAPTERS
0:00 Introduction — The evaluation gap 
1:11 ServiceNow's Open-Source Framework Announcement — Tara Bogavelli 
2:43 Meet the Researchers 
3:43 Voice-Specific Challenges — Tara Bogavelli 
5:03 Cascade Architecture: STT → LLM → TTS — Katrina Stankiewicz 
7:57 The Named Entity Problem — Katrina Stankiewicz 
10:06 Evaluation Metrics: Accuracy vs Experience — Gabrielle Gauthier Melançon 
11:23 Bot-to-Bot Testing at Scale — Gabrielle Gauthier Melançon 
14:30 The LALM Gap: Why Audio AI Judges Struggle — Tara Bogavelli
16:57 Real Audio Example: Flight Rebooking Gone Wrong 
21:58 Breaking Down the Failures — Katrina Stankiewicz 28:30 Wrap-Up & Resources

KEY INSIGHTS

The Cascade Failure Problem: STT → LLM → TTS errors propagate invisibly Named Entity Transcription: The #1 enterprise blocker—names, confirmation codes, emails break authentication Accuracy vs Experience: Perfect task completion means nothing if users hang up due to poor experience LALM Gap: Large Audio Language Models lag behind text LLMs—human evaluators remain essential Latency Kills Conversations: Five-second pauses make users think the call dropped, breaking the experience even when tasks complete Open-Source Framework: ServiceNow releasing evaluation tools, metrics, and bot-to-bot simulation methodology for the industry.

LEARN MORE

Website: https://servicenow.github.io/eva/ GitHub: 
https://github.com/servicenow/eva Blog Post: 
https://huggingface.co/blog/ServiceNow-AI/eva Dataset: https://huggingface.co/datasets/ServiceNow-AI/eva

ABOUT

Hosted by Bobby Brill. ServiceNow Insights podcast explores AI research, real-world applications, and the people building the future of work. #VoiceAI #AIEvaluation #ServiceNow #MachineLearning #OpenSource #ConversationalAI #STT #TTS #LLM #VoiceAgents #AIResearch #Podcast

Voice AI agent evaluation &mdash; why it's fundamentally harder than text, how cascade failures derail conversations invisibly, and ServiceNow's open-source framework to establish industry evaluation standards. Featuring real audio examples showing authentication failures, leaked reasoning, and latency problems.
WHAT WE COVER&nbsp;
TARA BOGAVELLI &mdash; Research Engineer, ServiceNow Leading the open-source voice agent evaluation framework. Explains why existing benchmarks don't measure what matters and what ServiceNow is releasing to establish industry standards.
KATRINA STANKIEWICZ &mdash; Staff Machine Learning Engineer, ServiceNow Cascade model architecture expert. Breaks down STT &rarr; LLM &rarr; TTS failure modes, named entity transcription challenges, and real audio example analysis.
GABRIELLE GAUTHIER MELAN&Ccedil;ON &mdash; Staff Applied Research Scientist, ServiceNow Multi-language evaluation specialist. Reveals why Large Audio Language Models lag behind, the native speaker requirement, and bot-to-bot simulation methodology.&nbsp;
CHAPTERS 0:00 Introduction &mdash; The evaluation gap 1:11 ServiceNow's Open-Source Framework Announcement &mdash; Tara Bogavelli 2:43 Meet the Researchers 3:43 Voice-Specific Challenges &mdash; Tara Bogavelli 5:03 Cascade Architecture: STT &rarr; LLM &rarr; TTS &mdash; Katrina Stankiewicz 7:57 The Named Entity Problem &mdash; Katrina Stankiewicz 10:06 Evaluation Metrics: Accuracy vs Experience &mdash; Gabrielle Gauthier Melan&ccedil;on 11:23 Bot-to-Bot Testing at Scale &mdash; Gabrielle Gauthier Melan&ccedil;on&nbsp; 14:30 The LALM Gap: Why Audio AI Judges Struggle &mdash; Tara Bogavelli 16:57 Real Audio Example: Flight Rebooking Gone Wrong 21:58 Breaking Down the Failures &mdash; Katrina Stankiewicz 28:30 Wrap-Up &amp; Resources
KEY INSIGHTS
The Cascade Failure Problem: STT &rarr; LLM &rarr; TTS errors propagate invisibly Named Entity Transcription: The #1 enterprise blocker&mdash;names, confirmation codes, emails break authentication Accuracy vs Experience: Perfect task completion means nothing if users hang up due to poor experience LALM Gap: Large Audio Language Models lag behind text LLMs&mdash;human evaluators remain essential Latency Kills Conversations: Five-second pauses make users think the call dropped, breaking the experience even when tasks complete Open-Source Framework: ServiceNow releasing evaluation tools, metrics, and bot-to-bot simulation methodology for the industry.
LEARN MORE
Website: https://servicenow.github.io/eva/ GitHub: https://github.com/servicenow/eva Blog Post: https://huggingface.co/blog/ServiceNow-AI/eva Dataset: https://huggingface.co/datasets/ServiceNow-AI/eva
ABOUT
Hosted by Bobby Brill. ServiceNow Insights podcast explores AI research, real-world applications, and the people building the future of work. #VoiceAI #AIEvaluation #ServiceNow #MachineLearning #OpenSource #ConversationalAI #STT #TTS #LLM #VoiceAgents #AIResearch #Podcast

Episode 60: Workforce Optimization for ITSM

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