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

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

The Human in the Loop | Ethical AI with Di Le 

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;

Episode 60: Workforce Optimization for ITSM

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