In this episode, product manager Jina Li and lead engineer Sravani Nuti talk about App Engine Studio, which helps everyone build ServiceNow apps, not just developers. This episode covers: 

• Overview and history of AES 
• Getting started with AES 
• Scaling up 
• Collaborating to develop apps more effectively 
• Flexibility in deploying apps 
• Plans for the future 

For more information, see: 

• Product documentation: App Engine Studio 
• Community forum 
• Community blog: Where to start with App Engine Studio
• ServiceNow Developer Program 
• Citizen Development Program 

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In this episode, product manager Manjeet Singh talks about Process Optimization, a ServiceNow native process-mining application to help process owners and business analysts identify, streamline, and automate workflows for their enterprise. This episode covers:

• What is process optimization?
• Identifying and streamlining processes
• Evolution of the Process Optimization app
• Integrating Process Optimization with other capabilities
• Getting started with Process Optimization
• Plans for the future

For more information, see:

• Product documentation: Process Optimization
• Community forum: Process Optimization

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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 owner Greg Morrison talks about a new feature for Change Management. Change Success Score measures the success rate for each change team over time to help improve their performance and refine your change process. This episode covers:

• Background: Change Management
• Change Success Score (CSS) overview
• Good ways to use CSS
• What CSS values mean
• Getting started
• Behind the scenes: how CSS works

For more information, see:

• Product documentation: Change Success Score

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In this episode, product manager Raghu Vemuri talks about the PI Workbench application, new in the Paris release. PI Workbench helps you add machine learning (ML) to your ServiceNow workflows, and monitor and manage the results. This episode covers:

• What is PI Workbench all about?
• Common use cases
• Pretrained ML models
• Using Guided Setup to create ML models
• Help with implementing ML
• Performance analytics for ML
• Getting started

For more information, see:

• Product documentation: ITSM Predictive Intelligence Workbench
• Product documentation: HR Predictive Intelligence Workbench
• Predictive Intelligence Community: Predictive Intelligence  

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In this episode, product owners Rohan Tyagi and Julian Flores talk about managing and optimizing concurrent software licenses using the ServiceNow Software Asset Management (SAM) application, including the integration of the OpenLM license management solution in the Orlando release. This episode covers:

• Quick overview of Software asset management
• How does the SAM app help?
• Using the SAM app to optimize the use of concurrent licenses
• OpenLM integration with the SAM app
• Tips for getting started

For more information, see:

• Product documentation: Software Asset Management
• Community: Software Asset Management

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In this episode, product owners Lawrence Eng and Chaya Kornreich talk about the new Idea Portal in the Now Community. Based on the Now Platform’s Idea Portal feature, the Community portal lets members suggest enhancements to ServiceNow products, and search, vote and comment on suggestions from other members. This episode covers:

• What is the ServiceNow Idea Portal feature?
• Implementing the Idea Portal in the Now Community
• Suggesting enhancements
• Searching, commenting and voting
• Community support – top suggestions
• Tips for starting your own Idea Portal

For more information, see:

• Product documentation: Idea Portal
• Now Community documentation: Idea Portal

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In this episode, product manager Niki Patel talks about the new Vendor Manager Workspace application. This app helps vendor managers by aggregating vendor data from across the platform and providing analytics to help monitor and evaluate vendor performance. This episode covers:

• What is vendor management?
• What does Vendor Manager Workspace do?
• Beyond the old Vendor Performance app
• Aggregating vendor data and evaluating performance
• Getting started
• What’s in store in future releases?

For more information, see:

• Product documentation: Understanding the Vendor Manager Workspace experience
• Community blog: Digital transformation and the role of your vendors
• Community blog: Vendor Management Workspace Overview

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In this episode, product manager David Thigpen talks about the new Service Owner Workspace application. This app helps service owners by aggregating service data from across the platform and providing analytics to help monitor and evaluate service trends and performance. This episode covers:

• Service Owner Workspace and Service Portfolio Management
• What does Service Owner Workspace do?
• Metrics on performance and trends
• Spend estimates and change impacts
• Integration with other ITSM apps
• Getting started
• What’s in store in future releases?

For more information, see:

• Product documentation: Service Owner Workspace premium experience
• Community topic page: Service Portfolio Management

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In this episode, Manjeet Singh talks about the Skills Management application. This app makes it easy to track and manage your people’s skills and proficiency to guide training and work assignments, and to show the real value of your coaching and training efforts. This episode covers:

• What is skills management?
• Managing skills for individuals, teams and projects
• Automating skills assessment and management
• Evaluating skill gaps and training efforts
• Automating work assignments
• Getting started
• Sneak peak at future enhancements

For more information, see:

• Product documentation: Skills Management

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