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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In this episode, Darius Koohmarey and Nabil Asbi talk about the Virtual Agent feature with natural language understanding. Virtual Agent lets your apps interact with users in human conversations, and NLU helps the system figure out what they really want. This episode covers:

• Virtual Agent components
• What makes the Virtual Agent workbot different?
• How does NLU enhance Virtual Agent?
• Virtual Agent Designer
• What’s new in the New York release?

For more information, see:

• Product documentation: Virtual Agent
• Product documentation: Natural Language Understanding in Virtual Agent

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In this episode, Darius Koohmarey talks with product manager Jason Occhialini about the Change Management application, which helps organizations govern the introduction of changes to improve their capabilities and services with minimal risk and impact to operations. Jason tells us about:

• The value of change management to an organization
• Change types: standard, emergency and normal
• Managing the risks of changes
• The Change Advisory Board

For more information, see:

• Product Documentation: Change Management
• Product Documentation: Change Management release notes for Madrid
• Videos: Change Management

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In this episode, product manager Darius Koohmarey tells us about the ITSM Walk-Up Experience in the Madrid release. London streamlined the walk-up experience for people requesting IT service. In Madrid, the focus is on the fulfillers, and Darius tells us about the highlights. He also gives us some tips for migrating Walk-Up from London to Madrid. This episode covers:

• New features for requestors
• Agent Workspace for walk-up technicians
• Advanced Work Assignment for routing work
• Tips for smooth migration to Madrid

For more information, see:

• Product Documentation: Walk-Up Experience
• Product Documentation: Walk-Up Experience release notes
• Video: ITSM Walk-Up Experience
• Podcast: Episode 45: The Walk-Up Experience (London)

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To catch clips behind the scenes with our guests and hear about new episodes before they’re published, follow @NOWsupport on Twitter. You can also search Twitter using #SNtechbytes for previous podcasts, video clips and pictures.

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In this episode, product manager Manjeet Singh talks about the new Coaching application on the Now Platform. Coaching helps you train service desk agents and other employees at critical moments in their job processes, with conditional automated virtual coaching right when they need it. This episode covers:

• Roles: coach and trainee
• The coaching process
• Virtual coaching
• Building coaching into a workflow
• Integrating other ServiceNow capabilities

For more information, see:

• Product Documentation: Coaching
• Product Documentation: Coaching release notes

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In this episode, product manager Josh Russ talks about the mobile platform and Mobile Studio, an easy way to bring ServiceNow apps to the mobile world. This episode covers:

• Mobile capabilities and features
• Using native phone functionality
• Using Mobile Studio to create mobile apps
• Using Virtual Agent on the mobile platform
• Roadmap for the future

For more information, see:

• Product Documentation: Mobile navigation and configuration
• Product Documentation: ServiceNow mobile release notes - Madrid

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To catch clips behind the scenes with our guests and hear about new episodes before they’re published, follow @NOWsupport on Twitter. You can also search Twitter using #SNtechbytes for previous podcasts, video clips and pictures.

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In this episode, Michael Slabodnick and Jake Burman talk about Flow Designer, a simple way to create automated workflows using natural language - no code! This episode covers:

• Flow Designer vs Workflow
• IntegrationHub for integrating third-party APIs
• Evolution – past, present, and future
• New features for the Madrid release

For more information, see:

• Product Documentation: Flow Designer
• Product Documentation: Flow Designer release notes – Madrid
• Community blog post: Best Practices for Flow Designer

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In this episode, Michael Thompson and Grant Hulbert talk about using the powerful capabilities of IBM Watson in applications you develop for the Now Platform. This episode covers:

• What can Watson do for you?
• How is Watson integrated into the Now Platform?
• How to start using Watson
• Watson use cases

For more information, see:

• Community blog post: Easily Connect ServiceNow to IBM Watson Services
• Community white paper: ServiceNow Integration with IBM Watson Conversation Service
• Download at ServiceNow Developers > Share: IBM Watson Services

Your feedback helps us serve you better! Did you find this podcast helpful? Please leave a comment to tell us why or why not.

To catch clips behind the scenes with our guests and hear about new episodes before they’re published, follow @NOWsupport on Twitter. You can also search Twitter using #SNtechbytes for previous podcasts, video clips and pictures.

See omnystudio.com/listener for privacy information.

In this episode, Michael Thompson and Grant Hulbert talk about using the powerful capabilities of IBM Watson in applications you develop for the Now Platform. This episode covers:

What can Watson do for you?

How is Watson integrated into the Now Platform?

How to start using Watson

Watson use cases

For more information, see:

Community blog post: Easily Connect ServiceNow to IBM Watson Services

Community white paper: ServiceNow Integration with IBM Watson Conversation Service

Download at ServiceNow Developers > Share: IBM Watson Services

Your feedback helps us serve you better! Did you find this podcast helpful? Please leave a comment to tell us why or why not.

To catch clips behind the scenes with our guests and hear about new episodes before they’re published, follow @NOWsupport on Twitter. You can also search Twitter using #SNtechbytes for previous podcasts, video clips and pictures.