In this episode, Portfolio Manager Mary Vanatta talks about the Common Service Data Model (CSDM), which brings all your data together across the entire platform to help your ServiceNow apps work together better, and enables enterprise-wide reporting. This episode covers:
What is CSDM?
A new way of operating
Implementing CSDM
Getting started

For more information, see:
Product documentation: Common Service Data Model
CSDM 4.0 White paper
Now Create: CSDM Getting Started Workshop
Now Create: CSDM Data Modeling Workbook
Now Create: CSDM Data Model Examples
Community article: 20 Steps to Align to CSDM

Your feedback helps us serve you better – please leave us a comment!

Subscribe to iTunes

In this episode, Portfolio Manager <a href="https://www.servicenow.com/community/user/viewprofilepage/user-id/236214">Mary Vanatta</a> talks about the Common Service Data Model (CSDM), which brings all your data together across the entire platform to help your ServiceNow apps work together better, and enables enterprise-wide reporting. This episode covers:
<ul>
<li>What is CSDM?</li>
<li>A new way of operating</li>
<li>Implementing CSDM</li>
<li>Getting started</li>
</ul>
For more information, see:
<ul>
<li>Product documentation: <a href="https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/product/csdm-implementation/concept/csdm-basics.html">Common Service Data Model</a></li>
<li><a href="https://nowlearning.servicenow.com/nowcreate?id=nc_asset&amp;asset_id=35462b43db234514a87c2d3d569619e5">CSDM 4.0 White paper</a></li>
<li><a href="https://nowlearning.servicenow.com/nowcreate?id=nc_asset&amp;asset_id=dde64c62875255d0f2f443f7dabb354b">Now Create: CSDM Getting Started Workshop</a></li>
<li><a href="https://nowlearning.servicenow.com/nowcreate?id=nc_asset&amp;asset_id=b45ff830479e9514dbaf1162846d439f">Now Create: CSDM Data Modeling Workbook</a></li>
<li><a href="https://nowlearning.servicenow.com/nowcreate?id=nc_asset&amp;asset_id=dfd5c0ae871255d0f2f443f7dabb359b">Now Create: CSDM Data Model Examples</a></li>
<li><a href="https://www.servicenow.com/community/common-service-data-model/20-steps-to-align-to-csdm/ta-p/2308664">Community article: 20 Steps to Align to CSDM</a></li>
</ul>
Your feedback helps us serve you better – please leave us a comment!
<a href="https://itunes.apple.com/us/podcast/servicenow-techbytes/id1038560176?mt=2">Subscribe</a> to iTunes

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

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 Insights Podcast

Episode 64: Bringing your data together with CSDM

Dive into the world of ServiceNow UX Research and product development with Jessie Livingston, Tricia Wilson, and Molly Bowman as they unveil the secrets behind crafting user-centric features. In this engaging podcast episode, Tricia Wilson shares insights from her research on process mining, revealing how the team transformed a tool that often failed and frustrated users into a powerful solution for optimizing business processes. Molly Bowman then discusses the challenges and triumphs of creating Now Assist Voice, ensuring it's not just a novelty but a robust tool that supports diverse voices and environments, enhancing productivity and accessibility. Jessie Livingston joins host Bobby Brill to tie it all together, highlighting the importance of user feedback in driving meaningful product enhancements. Don't miss this eye-opening discussion on how ServiceNow is bridging the gap between user experience and product design.

To read more about these two stories, check out the blog post from ServiceNow’s EVP and Chief Experience Officer Amy Lokey - https://www.servicenow.com/blogs/2025/customer-feedback-shaping-user-experience

To learn more about Product Lab - https://servicenowproductlab.com/

00:00 Meet the UX Research Team
01:02 Understanding the Voice of the Customer with Jesse Livingston
03:25 Exploring Process Mining with Tricia Wilson
17:57 Voice for Now Assist: Enhancing Accessibility with Molly Bowman
32:29 How to Get Involved with the Product Lab

Guests - Jesse Livingston, Tricia Wilson, Molly Bowman
Host/Producer - Bobby Brill

ServiceNow Training and Certification: http://www.servicenow.com/services/training-and-certification.html

ServiceNow Community: https://community.servicenow.com/community

For general information about ServiceNow, visit: http://www.servicenow.com

 

Dive into the world of ServiceNow UX Research and product development with Jessie Livingston, Tricia Wilson, and Molly Bowman as they unveil the secrets behind crafting user-centric features. In this engaging podcast episode, Tricia Wilson shares insights from her research on process mining, revealing how the team transformed a tool that often failed and frustrated users into a powerful solution for optimizing business processes. Molly Bowman then discusses the challenges and triumphs of creating Now Assist Voice, ensuring it's not just a novelty but a robust tool that supports diverse voices and environments, enhancing productivity and accessibility. Jessie Livingston joins host Bobby Brill to tie it all together, highlighting the importance of user feedback in driving meaningful product enhancements. Don't miss this eye-opening discussion on how ServiceNow is bridging the gap between user experience and product design.
To read more about these two stories, check out the blog post from ServiceNow&rsquo;s EVP and Chief Experience Officer Amy Lokey - <a href="https://www.servicenow.com/blogs/2025/customer-feedback-shaping-user-experience">https://www.servicenow.com/blogs/2025/customer-feedback-shaping-user-experience</a>
To learn more about Product Lab -&nbsp;<a href="https://servicenowproductlab.com/">https://servicenowproductlab.com/</a>
00:00 Meet the UX Research Team 01:02 Understanding the Voice of the Customer with Jesse Livingston 03:25 Exploring Process Mining with Tricia Wilson 17:57 Voice for Now Assist: Enhancing Accessibility with Molly Bowman 32:29 How to Get Involved with the Product Lab
Guests - Jesse Livingston, Tricia Wilson, Molly Bowman Host/Producer - Bobby Brill
ServiceNow Training and Certification: <a href="http://www.servicenow.com/services/training-and-certification.html">http://www.servicenow.com/services/training-and-certification.html</a> ServiceNow Community: <a href="https://community.servicenow.com/community">https://community.servicenow.com/community</a> For general information about ServiceNow, visit:&nbsp;<a href="http://www.servicenow.com">http://www.servicenow.com</a>
&nbsp;

●	The podcast episode delves into ServiceNow’s transformation in UX research, highlighting the importance of sharing insights with customers and how these insights directly shape the evolution of our products.

The Power of Customer Feedback | Shaping User Experience at ServiceNow

Immerse yourself in the realm of generative AI alongside ServiceNow's Spark team, where innovation converges with state-of-the-art technology. Host Bobby Brill engages Eduardo Nauiack and Dan Durller in a conversation about their journey of turning the ordinary into the extraordinary, especially for flagship events like Knowledge and Craft Summit. Learn how Midjourney and other innovative tools have streamlined their processes, enabling the creation of bespoke, high-caliber visuals in a fraction of the time, all while upholding the brand's essence. From developing cinematic graphics for large screens to infusing product demos with sophistication, the team shares their evolution from internal experiments to pivotal external showcases. Gain an insider's perspective on how they harmonize creative liberty with brand standards and discover how this "game changer" is revolutionizing their content creation approach. 

Guests - Eduardo Nauiack, The Spark Team - Sr. Staff Communication DesignerDan Durller, The Spark Team - Sr. Staff Communication Designer

Host - Bobby Brill ServiceNow

Training and Certification: http://www.servicenow.com/services/training-and-certification.html ServiceNow Community: https://community.servicenow.com/community For general information about ServiceNow, visit: http://www.servicenow.com

Immerse yourself in the realm of generative AI alongside ServiceNow's Spark team, where innovation converges with state-of-the-art technology. Host Bobby Brill engages Eduardo Nauiack and Dan Durller&nbsp;in a conversation about their journey of turning the ordinary into the extraordinary, especially for flagship events like Knowledge and Craft Summit. Learn how Midjourney and other innovative tools have streamlined their processes, enabling the creation of bespoke, high-caliber visuals in a fraction of the time, all while upholding the brand's essence. From developing cinematic graphics for large screens to infusing product demos with sophistication, the team shares their evolution from internal experiments to pivotal external showcases. Gain an insider's perspective on how they harmonize creative liberty with brand standards and discover how this "game changer" is revolutionizing their content creation approach.&nbsp;
Guests - Eduardo Nauiack, The Spark Team - Sr. Staff Communication DesignerDan Durller, The Spark Team - Sr. Staff Communication Designer
Host - Bobby Brill ServiceNow
Training and Certification: http://www.servicenow.com/services/training-and-certification.html ServiceNow Community: https://community.servicenow.com/community For general information about ServiceNow, visit: http://www.servicenow.com

The Spark Team's Creative Revolution - Creating Immersive Experiences with Generative AI

In this episode of ServiceNow's Now Insights podcast, host Bobby Brill delves into the realm of usability and accessibility in enterprise software with special guests Aileen Hackett, Director of Product Management for Accessibility at ServiceNow, and Pratik Contractor, Senior Manager of Product Management for Accessibility and Platform Experience. The conversation covers the importance of integrating usability and accessibility, highlights innovative features like dark mode and keyboard shortcuts, and explores the role of AI in transforming and improving accessibility. Tune in to discover how ServiceNow is pioneering to make enterprise platforms more inclusive and user-friendly for everyone.

Host - Bobby Brill
Guests - Aileen Hackett, Pratik Contractor

00:00 Introduction and Guest Welcome
01:46 Understanding Accessibility and Usability
04:28 Examples of Accessibility Features
06:30 Innovations in Accessibility
11:04 AI and Accessibility18:52 Ethical Considerations in AI
21:31 Final Thoughts and Conclusion

In this episode of ServiceNow's Now Insights podcast, host Bobby Brill delves into the realm of usability and accessibility in enterprise software with special guests Aileen Hackett, Director of Product Management for Accessibility at ServiceNow, and Pratik Contractor, Senior Manager of Product Management for Accessibility and Platform Experience. The conversation covers the importance of integrating usability and accessibility, highlights innovative features like dark mode and keyboard shortcuts, and explores the role of AI in transforming and improving accessibility. Tune in to discover how ServiceNow is pioneering to make enterprise platforms more inclusive and user-friendly for everyone.
Host - Bobby Brill Guests - Aileen Hackett, Pratik Contractor
00:00 Introduction and Guest Welcome 01:46 Understanding Accessibility and Usability 04:28 Examples of Accessibility Features 06:30 Innovations in Accessibility 11:04 AI and Accessibility18:52 Ethical Considerations in AI 21:31 Final Thoughts and Conclusion

Episode 64: Bringing your data together with CSDM

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