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>
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 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

AI governance at scale — what it means, how to do it, and what regulations you need to know now. Host Bobby Brill brings together five ServiceNow experts across two conversations for a complete 20-minute briefing on governing AI in the enterprise.

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

RAVI KRISHNAMURTHY — VP, AI Platform, ServiceNow
Why hidden AI is one of the biggest unmanaged risks in the enterprise — and why governance is an accelerator, not a brake.

PETER WEIGT — Responsible AI, ServiceNow
The innovation paradox: how AI Control Tower makes governance a team sport and breaks down the silos that slow AI deployment down.

SAMPADA CHAVAN — AI Control Tower, ServiceNow
How AI Control Tower was built, what the discovery problem really looks like, and why compliance must be baked into the AI lifecycle — not bolted on at the end.

ANDREA LAFOUNTAIN — AI Legal, ServiceNow
The three regulatory frameworks every enterprise needs to know: EU AI Act, Colorado AI Act, and NIST. Plus: the compliance strategy that scales across all of them.

NAVDEEP GILL — Responsible AI, ServiceNow
The math on enterprise AI compliance — why it's exponential — and how AI Control Tower's automated discovery keeps you ahead of it.

━━━━━━━━━━━━━━━━━━━━━━━━
CHAPTERS
━━━━━━━━━━━━━━━━━━━━━━━━

0:00 Introduction
1:23 The Hidden AI Problem — Ravi Krishnamurthy & Sampada Chavan
5:33 AI Control Tower in Practice — Peter Weigt & Sampada Chavan
7:37 The Regulatory Landscape — Andrea LaFountain & Navdeep Gill
14:38 Compliance in Action & Key Deadlines
17:05 Wrap-Up

━━━━━━━━━━━━━━━━━━━━━━━━
KEY DATES TO KNOW
━━━━━━━━━━━━━━━━━━━━━━━━

EU AI Act enforcement: August 2026
Colorado AI Act enforcement: June 2026
NIST AI RMF: Voluntary framework, increasingly referenced by regulators

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

ServiceNow AI Control Tower: https://www.servicenow.com
NIST AI Risk Management Framework: https://www.nist.gov/artificial-intelligence

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

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

#AIGovernance #ServiceNow #AIControlTower #ResponsibleAI #EUAIAct #EnterpriseAI #AICompliance #FutureOfWork #NowAssist #Podcast

AI governance at scale &mdash; what it means, how to do it, and what regulations you need to know now. Host Bobby Brill brings together five ServiceNow experts across two conversations for a complete 20-minute briefing on governing AI in the enterprise. ━━━━━━━━━━━━━━━━━━━━━━━━ WHAT WE COVER ━━━━━━━━━━━━━━━━━━━━━━━━ RAVI KRISHNAMURTHY &mdash; VP, AI Platform, ServiceNow Why hidden AI is one of the biggest unmanaged risks in the enterprise &mdash; and why governance is an accelerator, not a brake. PETER WEIGT &mdash; Responsible AI, ServiceNow The innovation paradox: how AI Control Tower makes governance a team sport and breaks down the silos that slow AI deployment down. SAMPADA CHAVAN &mdash; AI Control Tower, ServiceNow How AI Control Tower was built, what the discovery problem really looks like, and why compliance must be baked into the AI lifecycle &mdash; not bolted on at the end. ANDREA LAFOUNTAIN &mdash; AI Legal, ServiceNow The three regulatory frameworks every enterprise needs to know: EU AI Act, Colorado AI Act, and NIST. Plus: the compliance strategy that scales across all of them. NAVDEEP GILL &mdash; Responsible AI, ServiceNow The math on enterprise AI compliance &mdash; why it's exponential &mdash; and how AI Control Tower's automated discovery keeps you ahead of it. ━━━━━━━━━━━━━━━━━━━━━━━━ CHAPTERS ━━━━━━━━━━━━━━━━━━━━━━━━ 0:00 Introduction 1:23 The Hidden AI Problem &mdash; Ravi Krishnamurthy &amp; Sampada Chavan 5:33 AI Control Tower in Practice &mdash; Peter Weigt &amp; Sampada Chavan 7:37 The Regulatory Landscape &mdash; Andrea LaFountain &amp; Navdeep Gill 14:38 Compliance in Action &amp; Key Deadlines 17:05 Wrap-Up ━━━━━━━━━━━━━━━━━━━━━━━━ KEY DATES TO KNOW ━━━━━━━━━━━━━━━━━━━━━━━━ EU AI Act enforcement: August 2026 Colorado AI Act enforcement: June 2026 NIST AI RMF: Voluntary framework, increasingly referenced by regulators ━━━━━━━━━━━━━━━━━━━━━━━━ LEARN MORE ━━━━━━━━━━━━━━━━━━━━━━━━ ServiceNow AI Control Tower: https://www.servicenow.com NIST AI Risk Management Framework: https://www.nist.gov/artificial-intelligence ━━━━━━━━━━━━━━━━━━━━━━━━ ABOUT THIS PODCAST ━━━━━━━━━━━━━━━━━━━━━━━━ Hosted by Bobby Brill. A ServiceNow podcast exploring the people, technology, and ideas shaping the future of work. #AIGovernance #ServiceNow #AIControlTower #ResponsibleAI #EUAIAct #EnterpriseAI #AICompliance #FutureOfWork #NowAssist #Podcast

AI Control Tower - Governing AI at Scale with ServiceNow

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.

━━━━━━━━━━━━━━━━━━━━━━━━

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

━━━━━━━━━━━━━━━━━━━━━━━━

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

Episode 60: Workforce Optimization for ITSM

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