In this episode of Syncing with ServiceNow, host Fred Reynolds and Kristin McDonald dive into Gartner’s latest recognition of ServiceNow as a Leader in Business Orchestration Automation Technologies (BOAT). They explore how ServiceNow’s orchestration engine, data unification, and AI capabilities have evolved from early workflow automation to today’s powerful, interconnected platform.

Fred and Kristin discuss the growing role of AI agents, the impact of workflow data fabric and zero-copy connectors, and how organizations can leverage ServiceNow’s platform to break down silos, streamline business processes, and achieve meaningful outcomes.

Tune in to hear how ServiceNow continues to shape the future of business automation and what lies ahead for organizations embracing AI and orchestration-driven transformation.

Host Andy Whiteside is joined by Fred Reynolds and Kristen McDonald to unpack how to get real outcomes from ServiceNow, not just another go-live. The crew recaps Gartner’s recognition across six tech workflow segments, then dives into where AI delivers value today and what foundations you need in place first.

In this episode:

• Why many ServiceNow orgs stall: it’s not the code, it’s the implementation
• The fix: start with strategic goals, then a focused micro assessment
• AI in IT Operations: cut noise, correlate faster, resolve quicker
• ITSM with agents: when to use automation vs true AI
• Help desk uplift: one agent operating like many through assistive AI
• Software Asset Management: audit readiness, license savings, Now Assist
• SPM for AI delivery: track ideas to outcomes inside the same platform
• Security use cases: AI-powered vulnerability exposure and proactive defense
• CSDM v5 and why strong CMDB hygiene still matters

Takeaway: ServiceNow is a platform, not a point tool. Nail the basics, then layer AI to move from reactive support to proactive, measurable value.

Want a reality check on where you stand? Ask us about a free ServiceNow or CMDB micro assessment.

In this milestone 50th episode of Syncing with ServiceNow, host Andy Whiteside and co-host Fred Reynolds are joined by Guillaume Seynhaeve (G) from 3CLogic to explore how Voice AI is transforming customer service and the contact center experience. They discuss 3CLogic’s Voice AI Hub, its deep integration with ServiceNow, and how enterprises can streamline operations, improve service quality, and balance automation with human support.

Why Listen:

• Discover how Voice AI can automate up to 40% of repetitive service desk calls
• Learn how AI-driven voice agents improve speed, accuracy, and customer satisfaction
• Understand how ServiceNow and 3CLogic combine to enhance agent efficiency and lower operational costs
• Hear real-world use cases of intelligent escalation, post-call automation, and sentiment detection
• Get insights into the future of multimodal, single-channel engagement strategies

Whether you're managing a service desk or shaping your organization's AI strategy, this episode offers a compelling look at how voice is making a powerful comeback—with AI at the helm.

In Episode 49 of Syncing with ServiceNow, host Andy Whiteside is joined by Mike Sabia and John Dahl for an in-depth discussion on ServiceNow Lens—a powerful new capability that uses generative AI to extract and act on data directly from your screen.

The team explores how Lens empowers support agents and developers by instantly capturing error messages, screenshots, and log files, then automatically generating incident tickets, filling in scripts, and suggesting next actions.

You’ll learn:

• How Lens differs from traditional data fabric and RPA tools
• Real-world use cases for troubleshooting and client support
• Key features like custom prompts, multi-source capture, and secure session handling
• Where Lens sits on the spectrum between LLM and agentic AI
• The potential (and limits) of AI in de-escalating and resolving support tickets faster

Whether you’re curious about ServiceNow's AI roadmap or looking to enhance user productivity, this episode is packed with insights.

Tune in and see how on-screen intelligence is transforming the way we work in real time.

In this episode of Syncing with ServiceNow, Andy Whiteside, Fred Reynolds, and Mike Sabia dive deep into ServiceNow’s evolving role in the CRM landscape. From its CSM roots to its growing capabilities in sales, field service, and AI-driven customer experience, the team explores how ServiceNow is redefining what CRM means in a digital-first world.

They discuss:

• Why XenTegra hasn’t lost a customer in three years
• How ServiceNow's CRM rethinks legacy approaches like Salesforce
• The role of AI agents in creating seamless, intelligent support
• CRM’s integration with field service, sales, and quoting tools
• The future of contact centers, digital transformation, and customer success

If your business is still relying on outdated CRM strategies, this is the conversation you need to hear.

n this episode of Syncing with ServiceNow, host Andy Whiteside is joined by Fred Reynolds, Practice Lead for XenTegra’s Modern Apps team, and Mike Sabia, Master Architect, for a deep dive into the major highlights from ServiceNow’s Knowledge 2025 conference.

From AI breakthroughs to customer success stories, the team unpacks:

• Why AI + Data + Workflows is the winning formula—and how most organizations aren’t ready for it
• The rise of AI agents as 24/7 digital assistants
• ServiceNow’s bold move into the CRM space and what it means for sales and service teams
• How AI is supercharging developers and accelerating delivery
• Honest insights from customers struggling with CMDB hygiene and foundational gaps
• The value of vulnerability and partnership in navigating the ServiceNow journey

Whether you're a ServiceNow veteran or just getting started, this episode sheds light on where the platform is headed—and how XenTegra can help you get there.

Tune in to hear why it felt like a homecoming, how AI can (and can’t) help without the right groundwork, and why no one should be an “accidental admin” anymore.

In episode 45 of "Syncing with ServiceNow," host Andy Whiteside delves into the transformative powers of AI in business with a distinguished panel including Mike Sabia and John Dahl. The discussion explores the three tiers of AI—Analytical, Generative, and Agentic—and their roles in enhancing business operations. The episode uncovers how businesses can harness AI to improve customer service, streamline operations, and foster employee productivity. The conversation also challenges listeners to rethink traditional business metrics in favor of a more holistic approach to AI integration. Whether you're looking to refine your AI strategy or explore its practical applications, this episode provides essential insights into making AI work for you in the real world.

Join Andy Whiteside and guests Mike Sabia and Fred Reynolds where we dive deep into the pivotal topic of multi-factor authentication (MFA). As ServiceNow gears up for its new Yokohama release, enforcing MFA becomes not just a recommendation but a necessity.

Our experts discuss the criticality of MFA in safeguarding your digital infrastructure, how ServiceNow users can seamlessly transition to enhanced security protocols, and the implications of the upcoming changes. Whether you're a seasoned ServiceNow user or just getting started, this episode is packed with essential insights on making your security measures foolproof and future-ready. Don't miss out on the discussion about the various authentication methods, including biometrics and hardware security keys, and learn how these can be integrated into your daily operations. 

At ServiceNow, we make the world work better for everyone. These aren’t just words—they demonstrate who we are through our actions every day. The extraordinary power of our people is at the core of every innovation, team achievement, and spark of creativity, as well as how we make the world work better for everyone.

That’s why we’re incredibly honored to have earned a spot on Fortune World’s Best Workplaces list for the second year in a row. We’re one of only 25 companies to be recognized. To us, this reflects our hungry and humble culture, which makes ServiceNow truly exceptional. We encourage our people to do their best work, live their best lives, and fulfill our purpose together. This is the promise of our People Pact.

Host: Andy Whiteside
Co-host: Mike Sabia

In this episode of Syncing with ServiceNow, hosts Eddie McDonald and Mike Sabia dive into ServiceNow's recent recognition as a leader in the 2024 Gartner Magic Quadrant for Enterprise Low-Code Application Platforms. 

For the fifth consecutive year, ServiceNow has been acknowledged for empowering organizations with low-code tools designed to meet today’s dynamic business needs. Eddie and Mike explore the significance of this achievement, the growing role of low-code and no-code capabilities, and how these tools bring efficiency and accessibility to developers and non-developers alike. They also discuss ServiceNow’s App Engine, Creator Studio, and the exciting potential of generative AI with Now Assist for Creator. 

Whether you're a seasoned developer or a business user, this episode sheds light on the ways ServiceNow’s low-code solutions can optimize workflows, reduce costs, and empower innovation across industries.