Syncing with ServiceNow

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.

AI is changing everything, including IT leaders’ to-do lists. Nearly every team across the modern enterprise—from HR to public relations to customer service to engineering—is using AI to get work done, according to recent ServiceNow research on the changing role of IT leadership in the AI era.

As a result, IT leaders have been propelled to center stage. Chief information officers, chief technology officers, and other tech leaders are now responsible for a vast range of tasks, some of which are far outside the traditional purview of IT. While some executives are seizing the moment to become “chief everything officers,” others are scrambling to figure out how to prioritize and delegate.

Host: Andy Whiteside
Co-host: Mike Sabia
Co-host: Fred Reynolds

Generative AI (GenAI) has disrupted how virtually every organization operates. In fact, 81% of organizations around the globe plan to increase their AI spend next year, according to the Enterprise AI Maturity Index by ServiceNow and Oxford Economics. But are they fully prepared to tap into the opportunities?

Host: Andy Whiteside
Co-host: Mike Sabia
Co-host: Eddie McDonald

IT experiences regular waves of innovation, most recently with generative AI. Meanwhile, IT’s core imperatives remain constant. Year after year, Enterprise Management Associates (EMA) research consistently ranks reducing the frequency, duration, and impact of incidents and outages as the top operational objective for IT. That goal holds true for organizations of all sizes across industries globally.

The best-case scenario is to predict and prevent outages before they happen. When directly asked, “If you could choose one thing to do really well, what would have the biggest positive impact?” 43% of IT leaders chose “proactive response to incidents before they impact users,” according to a global EMA survey.

The next best scenario is to significantly reduce MTTR,1 regardless of whether the “R” stands for “repair,” “respond,” “restore,” or “revive.” That effort begins with identifying and attacking the most significant influencers on time, the first “T” in MTTR.

Host: Andy Whiteside
Co-host: Mike Sabia
Co-host: Eddie McDonald
Co-host: Fred Reynolds

In Episode 38 of "Syncing with ServiceNow," your host Eddie McDonald, filling in for Andy Whiteside, dives into a crucial conversation on how HR leaders are at the forefront of business transformation. Joined by Mike Sabia, XenTegra's certified master architect, the duo explores a recent blog post titled "Survey Finds HR Leaders Will Drive Business Transformation."

In this episode, Eddie and Mike discuss the significant role HR plays in digital transformation, particularly in streamlining onboarding processes, utilizing AI to enhance productivity, and revolutionizing HR service delivery. They also examine how HR executives are leveraging cutting-edge technologies like Gen AI to make smarter talent decisions and drive efficiency within organizations.

Key Takeaways:

• The impact of digital transformation on HR processes.
• How AI and Gen AI are being used to optimize talent management.
• The importance of integrating technology to enhance workforce productivity and decision-making.

Whether you're an HR professional, a tech enthusiast, or simply interested in how digital tools are reshaping the business landscape, this episode offers valuable insights into the future of HR and its critical role in driving business success.

Tune in to discover how HR leaders are not just adapting to change but are actively shaping the future of work.

In a competitive market, delivering great customer service is critical to maintaining relevance and exceeding expectations. However, many organizations struggle to manage fragmented systems, front and back offices that don’t “talk” to each other, and clunky workflows that tap into far too many systems and applications.

In fact, according to the ServiceNow Customer Experience Trends report, “44% of agents say their biggest challenges are difficulty communicating with other departments and delays resolving customer issues.”

ServiceNow is dedicated to helping organizations across industries make it easier for customers to self-serve, empower agents with automation and intelligence, and streamline front-, middle-, and back-office workflows in six key ways.

Host: Andy Whiteside
Co-host: Mike Sabia
Co-host: Fred Reynolds
Co-host: Eddie McDonald

Only 52% of workers felt satisfied with their latest employee onboarding experience, according to a Paychex survey. That means just under half of new hires are dissatisfied and feel unprepared to start their new jobs.

Nearly 40% of survey respondents found onboarding clear, 32% said it was confusing, and 22% said it was disorganized. Four out of five (80%) new hires who feel undertrained due to poor onboarding plan to quit.

Poor onboarding experiences aren’t new for HR teams. At ServiceNow, we wanted to figure out how to change this paradigm in a meaningful and effective way. With an employee satisfaction rate of 92% in 2023 and a retention rate of 161%, we’re making progress.

Host: Andy Whiteside
Co-host: Eddie McDonald
Co-host: Mike Sabia