Podcasts about ServiceNow

India is the 2nd largest startup ecosystem now. But, can it be at par with Silicon Valley?With 37 years of experience in the valley, Avanish sahai believes it can. But what made Silicon Valley the ultimate startup ecosystem? It was investors, universities and an environment where people dreamed to come live and work. And, in the last 25 years India has been going through the same transformation. And the changes are nothing short of  admirable.Avanish started his career from a Mckinsey office in 1999 which ideated India's software dream,  with policy changes the country needed to lead in Technology. Since then, he's held senior roles at Oracle, Salesforce, ServiceNow, and Google Cloud, and served on HubSpot's board through its journey from $500M to $2B.Avanish talks with great passion about startups that are disrupting the world today, taking lessons from small companies that took over legends who were believed to be indestructible. Even with all the hype around AI, Avanish reminds us that ultimately it's all about people. 0:00 – Trailer1:13 – 37 years in Silicon Valley2:33 – McKinsey's “Vision 2020” for India (in 1980)7:30 – When only $8 was allowed for migrants to the U.S.?9:48 – “India is the ultimate definition of a startup ecosystem”11:30 – How openness to the world has changed India13:08 – India's tech stack should go global14:09 – Why “India is hot” right now17:41 – Global disruptors building for the world19:48 – Think big and fail often24:09 – HubSpot: Single product → multi-product → platform27:11 – How today's startups can compete with legends30:45 – Salesforce had APIs from day one (in 1999)35:51 – How AI is redefining Legends vs. startups41:51 – Life as a Stanford DCI fellow42:53 – How should the world adapt for 20–25 extra years?45:29 – How to spot the right wave and players in Career45:16 – Get mentors, stay curious, and take risks48:00 – Why it's still all about PEOPLE51:53 – How AI could disrupt vertical SaaS industries-------------India's talent has built the world's tech—now it's time to lead it.This mission goes beyond startups. It's about shifting the center of gravity in global tech to include the brilliance rising from India.What is Neon Fund?We invest in seed and early-stage founders from India and the diaspora building world-class Enterprise AI companies. We bring capital, conviction, and a community that's done it before.Subscribe for real founder stories, investor perspectives, economist breakdowns, and a behind-the-scenes look at how we're doing it all at Neon.-------------Check us out on:Website: https://neon.fund/Instagram: https://www.instagram.com/theneonshoww/LinkedIn: https://www.linkedin.com/company/beneon/Twitter: https://x.com/TheNeonShowwConnect with Siddhartha on:LinkedIn: https://www.linkedin.com/in/siddharthaahluwalia/Twitter: https://x.com/siddharthaa7-------------This video is for informational purposes only. The views expressed are those of the individuals quoted and do not constitute professional advice.Send us a text

Join host Bobby Brill as he sits down with ServiceNow's AI legal and governance experts to break down the complex world of AI regulations. Andrea LaFontain (Director of AI Legal), Ken Miller (Senior Director of Product Legal), and Navdeep Gill (Staff Senior Product Manager, Responsible AI) explain how organizations can navigate the growing landscape of AI compliance. In this episode, you'll learn about three major regulatory approaches: the risk-based EU AI Act, Colorado's algorithmic discrimination law, and the NIST voluntary framework. The experts discuss practical strategies for complying with multiple regulations simultaneously, using the EU AI Act as a baseline and measuring the delta for new requirements. Key topics covered:- Why proactive compliance matters before regulations fully take effect - How AI Control Tower helps discover and manage AI systems across your enterprise - The exponential math behind AI compliance (vendors, employees, third parties) - Setting up governance policies for high-risk AI use cases - Timeline for major compliance deadlines (Colorado June 2026, EU August 2026) - The real costs of waiting for your first violation Whether you're managing AI deployment, working in compliance, or trying to understand the regulatory landscape, this episode provides actionable insights on building responsible AI governance infrastructure. Guests - Andrea LaFountain -Director, AI Legal Ken Miller - Senior Director, Product Legal Navdeep Gill - Staff Senior Product Manager, Responsible AI Host - Bobby Brill Chapters:00:00 Introduction to AI and Regulations 00:45 Meet the Experts 01:52 Overview of Key AI Regulations 03:03 Compliance Strategies for AI Regulations 07:33 ServiceNow's AI Control Tower 14:02 Challenges and Risks in AI Governance 16:04 Future of AI Regulations 18:34 Conclusion and Final ThoughtsSee omnystudio.com/listener for privacy information.

Join host Bobby Brill as he sits down with ServiceNow's AI legal and governance experts to break down the complex world of AI regulations. Andrea LaFontain (Director of AI Legal), Ken Miller (Senior Director of Product Legal), and Navdeep Gill (Staff Senior Product Manager, Responsible AI) explain how organizations can navigate the growing landscape of AI compliance. In this episode, you'll learn about three major regulatory approaches: the risk-based EU AI Act, Colorado's algorithmic discrimination law, and the NIST voluntary framework. The experts discuss practical strategies for complying with multiple regulations simultaneously, using the EU AI Act as a baseline and measuring the delta for new requirements. Key topics covered:- Why proactive compliance matters before regulations fully take effect - How AI Control Tower helps discover and manage AI systems across your enterprise - The exponential math behind AI compliance (vendors, employees, third parties) - Setting up governance policies for high-risk AI use cases - Timeline for major compliance deadlines (Colorado June 2026, EU August 2026) - The real costs of waiting for your first violation Whether you're managing AI deployment, working in compliance, or trying to understand the regulatory landscape, this episode provides actionable insights on building responsible AI governance infrastructure. Guests - Andrea LaFountain -Director, AI Legal Ken Miller - Senior Director, Product Legal Navdeep Gill - Staff Senior Product Manager, Responsible AI Host - Bobby Brill Chapters:00:00 Introduction to AI and Regulations 00:45 Meet the Experts 01:52 Overview of Key AI Regulations 03:03 Compliance Strategies for AI Regulations 07:33 ServiceNow's AI Control Tower 14:02 Challenges and Risks in AI Governance 16:04 Future of AI Regulations 18:34 Conclusion and Final ThoughtsSee omnystudio.com/listener for privacy information.

In this Community Week special, host Lauren McManamon is joined by fellow advocate Kristy Merriam and guest Dharti Shah, a Certified Technical Architect, to discuss the intersection of career, community, and parenting. From Dharti’s journey through the CTA program to the shared experiences she and Kristy have as mothers of children on the autism spectrum, the conversation explores how personal challenges shape professional growth, how ServiceNow skills translate into life lessons, and the importance of support systems, both at home and in the developer community. ⏱️ Timestamps 00:00 Introduction of Hosts 01:43 Introduction of Guest, Dharti Shah 05:29 Discussing the ServiceNow Certified Technical Architect (CTA) Program 09:27 Balancing Work, Parenting, and Going Above and Beyond 18:16 New Perspectives Offered By Parenting 19:31 The Importance of "The Village" We Surround Ourselves With 21:30 Misconceptions About Being Working Parents 26:16 Advice For Women In Tech 31:28 Tech Trends Impacting Work Life, Home Life, and the Neurodivergent Community 37:51 Final Words of Wisdom 39:43 Conclusion

If Caleb Hammer hosted a show for CIOs, this would be the episode.

In this Community Week special, host Lauren McManamon is joined by fellow advocate Kristy Merriam and guest Dharti Shah, a Certified Technical Architect, to discuss the intersection of career, community, and parenting. From Dharti’s journey through the CTA program to the shared experiences she and Kristy have as mothers of children on the autism spectrum, the conversation explores how personal challenges shape professional growth, how ServiceNow skills translate into life lessons, and the importance of support systems, both at home and in the developer community. ⏱️ Timestamps 00:00 Introduction of Hosts 01:43 Introduction of Guest, Dharti Shah 05:29 Discussing the ServiceNow Certified Technical Architect (CTA) Program 09:27 Balancing Work, Parenting, and Going Above and Beyond 18:16 New Perspectives Offered By Parenting 19:31 The Importance of "The Village" We Surround Ourselves With 21:30 Misconceptions About Being Working Parents 26:16 Advice For Women In Tech 31:28 Tech Trends Impacting Work Life, Home Life, and the Neurodivergent Community 37:51 Final Words of Wisdom 39:43 Conclusion

In this episode of the ServiceNow UK&I Executive Circle Podcast, host Kat Finch speaks with Nick Pearson, CIO of Ricoh Europe, about how the company has successfully evolved from a traditional manufacturer to a technology-driven services business. Nick discusses the complex macro trends impacting European organisations, from shifting business models and tightening margins to the growing need for operational agility. He reflects on Ricoh’s 20-year transformation journey, highlighting how the company has remained resilient by continually pivoting, empowering change-makers, and fostering a culture of innovation. The conversation explores the intersection of people and technology in driving digital transformation. Nick shares Ricoh's forward-thinking approach to AI governance and responsible innovation, alongside key themes such as: The rise of technical roles reshaping today's workplace. Building the skills and mindsets needed for a digital-first workforce. Simplifying processes and using sentiment analysis to enhance document management. Ricoh's vision to make work easier, smarter, and more human. How leadership, collaboration, and curiosity are shaping the workplace of the future. Tune in for a thoughtful discussion on how leadership, collaboration, and curiosity are shaping the digital workplace of the future. If you’ve got an idea for a topic, would like to propose a guest for the show or discuss any of the points raised in this episode with a ServiceNow representative, just send an email to executivecircleuki@servicenow.com And if you are not already an EXECUTIVE CIRCLE member and would like to learn more about our exclusive membership and all the benefits it brings, please visit. See omnystudio.com/listener for privacy information.

On this episode of How We Got There, I am joined by Rey Perera who is the Co-Founder and CEO of Gridmate. He shares his story as moving from an SDR to an enterprise AE at another Salesforce ISV before jumping into co-founding Gridmate along Hicham El Mansouri. Rey talks about how they build a business with diversity as if you look at their team, they are located all across the world and come from a number of cultural backgrounds. It helps deliver outstanding customer support that is clear to see in their AppEx reviews. I met Rey years ago but you will see him and his team at many of the Salesforce events around the world. We discuss how they decide on which events to sponsor and the ROI around them from a sales and marketing pov. It's not all about direct ROI when considering which Dreamin, World Tour/Agentforce, and Dreamforce events to sponsor. Their investment in the ecosystem goes deep, working with their team to take at least 3 certifications (that are fully paid and incentivized!) per year to help them in their work and their careers. This episode is brought to you by Tequity Advisors . Tequity Advisors is a global sell-side M&A advisory firm with core expertise in SaaS and ISVs, Salesforce, ServiceNow, SAP, Microsoft, all things Data and AI, and the hyper scaler MSP cloud ecosystems with a focus on the Salesforce ecosystem and beyond! 

Join host Jaeden Schafer as he welcomes Brian Solis, Senior Innovation Leader at ServiceNow, to discuss the transformative power of AI in enterprise workflows. Discover how AI is reshaping industries, the importance of human orchestration, and the future of work in a rapidly evolving technological landscape.Mindshift Book

See Azure SRE Agent transform your DevOps workflow from reactive firefighting to proactive reliability engineering. This demo showcases end-to-end incident management with ServiceNow integration, custom runbook automation, and intelligent source code analysis. Watch as incidents automatically trigger diagnosis, mitigation, root cause analysis, create GitHub tickets, and hand off to coding agents—plus get a preview of scheduled task capabilities that automate repetitive operations, freeing your team to focus on innovation and critical business insights. Chapters 00:00 - Introduction 07:51 - Demo: AI-Powered Root Cause Analysis via Source Code Integration 08:27 - Demo: Auto-Generated Dev Tickets in GitHub & Azure DevOps 09:50 - Demo: Seamless Handoff to Coding Agent for Automated Fixes 11:28 - Coming Soon: Scheduled Tasks - Automate Repetitive Work, Focus on Innovation 12:10 - Demo: Post-Deployment Health Checks and Prevention Recommended resources Azure Portal Learn page Public preview blog YouTube Connect Scott Hanselman | Twitter/X: @SHanselman Azure Friday | Twitter/X: @AzureFriday Azure | Twitter/X: @Azure

See Azure SRE Agent transform your DevOps workflow from reactive firefighting to proactive reliability engineering. This demo showcases end-to-end incident management with ServiceNow integration, custom runbook automation, and intelligent source code analysis. Watch as incidents automatically trigger diagnosis, mitigation, root cause analysis, create GitHub tickets, and hand off to coding agents—plus get a preview of scheduled task capabilities that automate repetitive operations, freeing your team to focus on innovation and critical business insights. Chapters 00:00 - Introduction 07:51 - Demo: AI-Powered Root Cause Analysis via Source Code Integration 08:27 - Demo: Auto-Generated Dev Tickets in GitHub & Azure DevOps 09:50 - Demo: Seamless Handoff to Coding Agent for Automated Fixes 11:28 - Coming Soon: Scheduled Tasks - Automate Repetitive Work, Focus on Innovation 12:10 - Demo: Post-Deployment Health Checks and Prevention Recommended resources Azure Portal Learn page Public preview blog YouTube Connect Scott Hanselman | Twitter/X: @SHanselman Azure Friday | Twitter/X: @AzureFriday Azure | Twitter/X: @Azure

Microsoft Reporter Aaron Holmes talks with TITV Host Akash Pasricha about the $38 billion AWS-OpenAI compute deal and the practical challenges of deploying AI agents in the enterprise. We also talk with StarCloud Co-Founder & CEO Philip Johnston about launching an NVIDIA H100 GPU into space, its core cooling technology, and their business model. Then, Google Cloud VP Oliver Parker discusses their AI go-to-market strategy, the TPU platform, and their strong earnings results, and we get into the enterprise AI adoption hurdles and ServiceNow's heterogeneous chip stack with Vice Chairman Nick Tzitzon. Finally, Tubi CEO Anjali Sud explains how the free, ad-supported streaming service reached profitability and their 'Free Forever' philosophy.Articles discussed on this episode:https://www.theinformation.com/briefings/openai-aws-sign-38-billion-cloud-dealhttps://www.theinformation.com/articles/anthropic-aws-give-customers-ai-agents-helping-handTITV airs on YouTube, X and LinkedIn at 10AM PT / 1PM ET. Or check us out wherever you get your podcasts.Subscribe to: - The Information on YouTube: https://www.youtube.com/@theinformation4080/?sub_confirmation=1- The Information: https://www.theinformation.com/subscribe_hSign up for the AI Agenda newsletter: https://www.theinformation.com/features/ai-agenda

What if removing friction isn't enough? Samsara's "Project Wow" challenges the entire CX industry to stop fixing problems and start creating experiences that make customers gasp.Join hosts Chuck Moxley and Nick Paladino as they talk with Emma Sopadjieva, Head of Customer Experience Strategy at Samsara. With experience from Medallia, Eventbrite, and ServiceNow, Emma reveals why 90% of customer experience work is influence without authority—not data analysis. She shares how Samsara brought their entire executive team together for full-day workshops to identify five moments across the customer journey where they could create "wow" experiences, pushing every initiative from fixing pain points to delivering 10-star moments. Emma also unveils the game-changing concept of predictive NPS, using thousands of variables to identify unhappy customers before they even tell you—and activating customer success teams six months before renewal conversations.Key Actionable Takeaways:Master influence without authority by making others the hero - CX teams don't own product or support, so align insights to stakeholder metrics and show how your recommendations make them successfulStart with quick wins before long-term transformation - Launch purchase win-loss and renewal experience programs first to build credibility while working toward your five-year customer 360 visionPredict customer experience, not just renewal risk - Build predictive NPS models using behavioral data to catch at-risk customers six months early, when you can still save themWant more tips and strategies about creating frictionless digital experiences? Subscribe to our newsletter!https://www.thefrictionlessexperience.com/frictionless/Download the Black Friday/Cyber Monday eBook: http://bluetriangle.com/ebook-Emma Sopadjieva's LinkedIn: https://www.linkedin.com/in/emmasopadjieva/Nick Paladino's LinkedIn: https://linkedin.com/in/npaladinoChuck Moxley's LinkedIn: https://linkedin.com/in/chuck-moxleyChapters:(00:00) Introduction (03:00) What Samsara does - IoT hardware and software for physical operations(04:00) Key lessons from Medallia, ServiceNow, and Eventbrite(05:00) Why 90% of CX work is influence without authority, not data(08:00) Making stakeholders the hero to drive change(09:00) Balancing quick wins with long-term transformation strategy(12:00) Project Wow - Creating 10-star experiences across the customer journey(15:00) Five moments that matter and executive ideation workshops(17:00) Measuring ROI of wow moments and delight(19:00) Turning NPS improvements into quantified revenue impact(22:00) Predictive NPS - Identifying unhappy customers before they tell you(25:00) Using 5,000+ variables to catch churn risk six months early(27:00) Building frictionless UX across physical and digital worlds(30:00) CX teams as connective tissue across siloed functions(32:00) Why technology doesn't equal experience(34:00) The problem with AI chatbots in customer service(35:00) Conclusion

Michael chats with Elevsis Delgadillo, Senior Vice President of Customer Success at KeenStack. Together, they discuss KeenStack's AI-Powered Healthcare Referral Management Solution Powered by the ServiceNow AI Platform. Their discussion focuses on how the AI-powered solution has helped to overcome challenges with referral breakdowns, how KeenStack helps customers understand how to use AI in ways that deliver measurable success, how AI could reshape the referral process and patient journeys moving forward, appeals and grievances, and much more. To learn more about KeenStack and ServiceNow at www.keenstack.com.

ServiceNow and Netflix are splitting their stock in late 2025! In this video, we break down ServiceNow's 5-for-1 split (happening in December) and Netflix's 10-for-1 split (in November).We dive into the key reasons why high-growth companies like these, which have seen awesome revenue growth, choose to split their stock, including the often-overlooked motivation of managing employee stock awards and incentives.Is a stock split a sign of a coming stock price increase? Historically, stocks tend to do well immediately after a split, but we explain why the real long-term focus should be on Free Cash Flow per Share and continued growth. Join us on Discord with Semiconductor Insider, sign up on our website: www.chipstockinvestor.com/membershipSupercharge your analysis with AI! Get 15% of your membership with our special link here: https://fiscal.ai/csi/Sign Up For Our Newsletter: https://mailchi.mp/b1228c12f284/sign-up-landing-page-short-formChapters:0:00:00 - Netflix & ServiceNow Stock Splits0:01:30 - ServiceNow's 5-for-1 Split Details0:01:57 - What ServiceNow Does (Workflow Automation, AI, Nvidia Relationship)0:03:55 - The Primary Reason for the ServiceNow Stock Split (Employee Compensation)0:05:30 - Netflix's 10-for-1 Split Details and Key Drivers (Global Expansion, Ad Tiers)0:06:40 - Stock Split Explained: Why More Shares Doesn't Equal More Value0:08:45 - The REAL Reason Split Stocks Often Keep Rising0:09:40 - What Long-Term Investors Should ACTUALLY Focus On If you found this video useful, please make sure to like and subscribe!*********************************************************Affiliate links that are sprinkled in throughout this video. If something catches your eye and you decide to buy it, we might earn a little coffee money. Thanks for helping us (Kasey) fuel our caffeine addiction!Content in this video is for general information or entertainment only and is not specific or individual investment advice. Forecasts and information presented may not develop as predicted and there is no guarantee any strategies presented will be successful. All investing involves risk, and you could lose some or all of your principal. #netflix #servicenow #nowstock #nflxstock #semiconductors #chips #investing #stocks #finance #financeeducation #silicon #artificialintelligence #ai #financeeducation #chipstocks #finance #stocks #investing #investor #financeeducation #stockmarket #chipstockinvestor #fablesschipdesign #chipmanufacturing #semiconductormanufacturing #semiconductorstocks Nick and Kasey own shares of Netflix and Servicenow

In der heutigen Folge sprechen die Finanzjournalisten Philipp Vetter und Holger Zschäpitz über ein Drama bei der Fed, KI-Fantasie bei Caterpillar und Nvidias Sprung über die 5-Billionen-Dollar-Marke. Außerdem geht es um Micron Technology, SK Hynix, AMD, Broadcom, Samsung, Seagate Technology, Fiserv, ServiceNow, Carvana, Adidas, Puma, SAP, Deutsche Bank, DWS, Airbus, Boeing, Mercedes-Benz, BMW, BASF, Arista Networks, Nokia. Wir freuen uns an Feedback über aaa@welt.de. Noch mehr "Alles auf Aktien" findet Ihr bei WELTplus und Apple Podcasts – inklusive aller Artikel der Hosts und AAA-Newsletter.[ Hier bei WELT.](https://www.welt.de/podcasts/alles-auf-aktien/plus247399208/Boersen-Podcast-AAA-Bonus-Folgen-Jede-Woche-noch-mehr-Antworten-auf-Eure-Boersen-Fragen.html.) [Hier] (https://open.spotify.com/playlist/6zxjyJpTMunyYCY6F7vHK1?si=8f6cTnkEQnmSrlMU8Vo6uQ) findest Du die Samstagsfolgen Klassiker-Playlist auf Spotify! Disclaimer: Die im Podcast besprochenen Aktien und Fonds stellen keine spezifischen Kauf- oder Anlage-Empfehlungen dar. Die Moderatoren und der Verlag haften nicht für etwaige Verluste, die aufgrund der Umsetzung der Gedanken oder Ideen entstehen. Hörtipps: Für alle, die noch mehr wissen wollen: Holger Zschäpitz können Sie jede Woche im Finanz- und Wirtschaftspodcast "Deffner&Zschäpitz" hören. +++ Werbung +++ Du möchtest mehr über unsere Werbepartner erfahren? [**Hier findest du alle Infos & Rabatte!**](https://linktr.ee/alles_auf_aktien) Impressum: https://www.welt.de/services/article7893735/Impressum.html Datenschutz: https://www.welt.de/services/article157550705/Datenschutzerklaerung-WELT-DIGITAL.html

market-moving events. The spotlight is on tech with earnings from heavyweights like Microsoft, Google, Meta, and ServiceNow set to hit after the bell. The Fed announcement and Chair Powell's press conference are front and center today, followed by U.S.–China trade talks at tomorrow's APEC Summit. Markets are leaning into a positive narrative—particularly across the tech sector—while energy, healthcare, and materials trail behind. We'll break down the earnings movers, from CAT and GE Healthcare to CVS and Visa, and what all this means for the market's next move.

US President Trump said the meeting with Chinese President Xi will be three hours long before returning back to the US; says things will work out very well with Xi on Thursday.European and US equity futures are mixed; NQ outperforms, boosted by NVIDIA as it nears USD 5tln market cap.USD is firmer in the run-up to FOMC, AUD leads as hot CPI dashes RBA rate cut hopes.Fixed income contained awaiting the FOMC, with a mild bearish bias potentially stemming from positive trade updates.XAU returns back above USD 4k/oz, LME Copper reaches new ATHs amid positive US-China trade optimismUS Pending Homes (Sep), FOMC & BoC Policy Announcements; US President Trump to meet South Korea's Leader, Speakers including Fed Chair Powell & BoC's Macklem, Supply from the US.Earnings from Meta, Microsoft, Alphabet, ServiceNow, Starbucks, eBay, Verizon, Boeing, CVS, Caterpillar, Etsy, Centene, Phillips 66.Read the full report covering Equities, Forex, Fixed Income, Commodites and more on Newsquawk

At ExCeL London last week, ManageEngine, the IT management division of Zoho Corporation, announced a major expansion across the United Kingdom and Ireland. The region is now the company's second-largest market worldwide, accounting for ten per cent of global revenue and growing at twenty per cent year on year. For CEO Rajesh Ganesh, the success in the UK and Ireland is both strategic and symbolic. "These markets have always been early adopters of technology," he says. "They were among the first to invest in large-scale digital infrastructure. Today, the focus is on how to get the best return on those investments, how to keep systems running, how to measure productivity, and how to stay secure." ManageEngine growth planned for the UK and Ireland Security is now central to ManageEngine's business. As more companies move to hybrid or fully digital operations, the attack surface expands. Regulations such as GDPR have also raised the stakes. "Regulation is really about evidence," Ganesh explains. "You must always be ready to show that you follow best practices, who has access to what, what happened, and when. That's what our products do. They make that evidence available in real time." ManageEngine operates in 190 countries and has evolved with the industry it serves. Founded in 1996 by engineers who left Bell Labs and Qualcomm to return to India, the original business built software for telecom manufacturers. After the dotcom collapse in 2001, the company pivoted, deciding to build software that could manage any IT infrastructure, not just those of telcos. That decision gave birth to ManageEngine. "We wanted to build a global product company out of India," Ganesh says. "Why should innovation only come from Silicon Valley?" From ten employees in 1996, ManageEngine has grown to a team of six thousand within Zoho's eighteen thousand-strong organisation. The company's core customers are CIOs and IT leaders responsible for keeping modern enterprises secure, compliant, and operational. "Every business today is a digital business," Ganesh says. "Our role is to help them manage that reality." The firm's growth is driven by its end-to-end model. Rather than offering point solutions, ManageEngine provides a single integrated platform covering service management, cybersecurity, compliance, and automation. "Our customers don't want to manage multiple vendors," Ganesh says. "They want one system of record. That's been our vision from the beginning." ManageEngine competes across several categories, from ServiceNow and Atlassian in IT service management to Microsoft in endpoint control, but Ganesh is careful not to define the company purely by competition. "We've always built rather than acquired," he says. "Our technology, support, and cloud infrastructure are all in-house. We even run our own data centres. It's slower, yes, but it keeps us close to our customers and their challenges." That proximity is both cultural and operational. ManageEngine's technical support sits alongside its engineering teams; they travel together, visit customers, and feed insights directly into product development. "We don't outsource," Ganesh says simply. "We believe in face-to-face interaction. Our customers tell us again and again how much they value that." The UK office is in Milton Keynes, and the company operates data centres in the UK, Amsterdam, and Ireland, an investment that proved essential after Brexit. "When the UK left the EU, certain clients, especially in government and healthcare, required data to be hosted locally," Ganesh explains. "We responded immediately by building the infrastructure here." An Irish office is likely to follow. "It makes sense," he says. "We already have a data centre there and a growing customer base. Ireland will be an important part of our regional expansion." The company's long-term approach is deliberate. ManageEngine prioritises resilience over speed, preferring to build self-sufficient systems with minimal external de...

Big night for Wall Street as the SP500 finished flat but the Nasdaq rose 0.5%. Focus on US company earnings and the Fed meeting. Rates cut 0.25% but pushed back against any assumption of another one in December. Bond yields and USD up. US10Y up 10bp. Gold initially up over 1.5% before losing all gains. Equities took an initial hit before recovering. The odds of a December cut dropped from 90% to 71%. The Fed also announced an end to its “QT” policy. Aimed at easing pressure in the short term lending market.Mega cap tech stocks reported after the bell. Meta down 6.7% after market despite posting record revenue in the third quarter. Net income was below expectations because of a one off, $16bn tax hit. Alphabet rose 5% after posting sales at a record $102 billion. Net income was up 33% on the previous year. Microsoft down 3% despite its Azure cloud division growing by 40% and operating income increasing 24%. Caterpillar shares went up 12% in their steepest rise since 2009, driven from power generator demand from data centres. Nvidia also topped $5 trillion in value – the first company to do so. Other notables included ServiceNow (in FANG) up 3% after hours, UBS down 1%, KLA Corp (Chip stock) up 2.4% and Boeing down 4.4%.The SPI is down 32 points. ASX set to open lower. Want to invest with Marcus Today? Our MT20 portfolio is designed for investors seeking exposure to our strategy while we do the hard work for you. If you're looking for personal financial advice, our friends at Clime Investment Management can help. Their team of licensed advisers operates across most states, offering tailored financial planning services.  Why not sign up for a free trial? Gain access to expert insights, research, and analysis to become a better investor.

In today's Cloud Wars Minute, I dive into how ServiceNow is redefining enterprise automation with its new AI Experience platform.Highlights00:15 — ServiceNow has for a long time been intriguing in the way that it does not necessarily map to or compete directly against lots of the other major Cloud Wars Top 10 companies. ServiceNow has gone a different sort of route, everything they're doing from AI and workflows. The company has taken another big step with a service they introduced recently called the AI Experience.00:56 — I had a chance earlier this week to speak with ServiceNow's President, Chief Product Officer and Chief Operating Officer, Amit Zavery. Now, one of the big things that Zavery said is: "Look, just as customers got sort of over the hump of saying, okay, I've got to integrate all my applications and my databases and my systems now along comes AI."01:28 — A concern among customers has been there's going to be lots of new pieces, and the customer is going to be stuck in the middle again. Amit said that a key point here is it [AI Experience] ties together these different data types, voice, images, data, text, and everything from the people, the data and the workflows that are happening around the company.02:28 — Amit further said: "What we want to try to do here is this automation, happening with AI end-to-end, across company." So, it's not just the processes, but how the company works up and down, across the organization, and with customers and with suppliers. He said: "We're trying to ensure that customers can use AI to cut technical debt, rather than add to it."03:13 — Another big point about this was, there's lots of productivity, lots of innovation here again. He said: "Trust has never been more important." He said that the AI Experience, in tandem with the AI Control Tower from ServiceNow, is going to give customers the ability to feel very comfortable that they understand they're on top of where these AI deployments are happening.04:28 — And he talks about how ServiceNow being very open in this platform. He said: "We're finding new ways to work with the other big tech companies to ensure that customers get what they want, and that we're not forcing customers to, again, get into that big game of integration. We want more innovation and less integration." Visit Cloud Wars for more.

Amit Zavery, President, Chief Product Officer, and Chief Operating Officer at ServiceNow, sits down to talk with Bob Evans in this special episode of Cloud Wars Live. They dive deep into how ServiceNow's AI Experience is transforming enterprise workflows through automation, governance, and personalization. Zavery outlines a bold vision for delivering real ROI and trusted AI at scale.Reimagining Workflow with AI Experience The Big Themes:ServiceNow's AI Experience Is About Unified, Actionable Intelligence: Amit Zavery describes ServiceNow's AI Experience as more than a conversational interface, it's an orchestrated, end-to-end workflow platform that integrates voice, text, image recognition, agents, and enterprise systems. It's designed to eliminate the “spare part world” of fragmented tools and disconnected apps. By delivering one multimodal, multilingual interface, ServiceNow enables users to not just find information, but actually complete tasks and workflows.AI Governance and Control Are Built In, Not Bolted On: The AI Control Tower is ServiceNow's answer to one of the biggest enterprise challenges: AI governance. With this feature, companies can discover, monitor, and manage all AI usage, not only from ServiceNow but across third-party systems, too. CIOs and CISOs gain the ability to track who is using what AI systems, what agents are doing, and what data is being accessed.Industry-Specific Use Cases Drive Real-World AI Value: Enterprise AI Zavery says must be contextual, curated, and tightly integrated with business processes. ServiceNow is collaborating with customers like AstraZeneca (pharma), BT (telecom), and Rossmann (retail) to deploy agentic AI that delivers real value in vertical-specific environments. These aren't generic AI chatbots; they're intelligent agents embedded in workflows that help store managers order inventory, researchers manage supply chains, and employees navigate complex rules.The Big Quote: “I call it the spare part world we are in right now, and it's a very difficult thing for a lot of the leaders to really keep up with it. One to know, what are you using? How are you using it? What is the ROI on it? What are the costs associated with that?” Visit Cloud Wars for more.

In this episode, we dive deep into the world of medical referral management with insights from Drew Koerner, Healthcare CTO at ServiceNow, and Elevsis Delgadio, SVP Customer Success at KeenStack. We explore how these two industry leaders are partnering to address the challenges of referral leakage, improve hospital revenue, and enhance patient care through the power of automation and AI. Learn about the evolution of healthcare technology solutions, the role of ServiceNow in streamlining workflows, and how KeenStack builds on these capabilities to revolutionize the healthcare referral process. Don't miss this detailed discussion on how innovative technology is shaping the future of healthcare management. For more information, visit: https://www.servicenow.com/products/healthcare-life-sciences.html https://keenstack.com/ Guests: Drew Koerner - Chief Technology Officer, Healthcare at ServiceNow Elevsis Delgadillo - SVP, Customer Success at KeenStack Host: Bobby Brill 00:00 Introduction and Guest Welcome 00:28 Meet Drew Koerner: ServiceNow's Healthcare CTO 00:56 Meet Elev Delgado: SVP Customer Success at KeenStack 01:37 Understanding Medical Referral Management 01:53 ServiceNow's Role in Medical Referral Management 03:25 KeenStack's Contribution to Referral Management 04:03 Challenges in Referral Management 05:11 ServiceNow's Workflow Automation in Healthcare 13:55 Leveraging AI for Efficient Referral Management 21:11 Future Roadmap for KeenStack 22:46 Outro See omnystudio.com/listener for privacy information.

In this episode, we dive deep into the world of medical referral management with insights from Drew Koerner, Healthcare CTO at ServiceNow, and Elevsis Delgadio, SVP Customer Success at KeenStack. We explore how these two industry leaders are partnering to address the challenges of referral leakage, improve hospital revenue, and enhance patient care through the power of automation and AI. Learn about the evolution of healthcare technology solutions, the role of ServiceNow in streamlining workflows, and how KeenStack builds on these capabilities to revolutionize the healthcare referral process. Don't miss this detailed discussion on how innovative technology is shaping the future of healthcare management. For more information, visit: https://www.servicenow.com/products/healthcare-life-sciences.html https://keenstack.com/ Guests: Drew Koerner - Chief Technology Officer, Healthcare at ServiceNow Elevsis Delgadillo - SVP, Customer Success at KeenStack Host: Bobby Brill 00:00 Introduction and Guest Welcome 00:28 Meet Drew Koerner: ServiceNow's Healthcare CTO 00:56 Meet Elev Delgado: SVP Customer Success at KeenStack 01:37 Understanding Medical Referral Management 01:53 ServiceNow's Role in Medical Referral Management 03:25 KeenStack's Contribution to Referral Management 04:03 Challenges in Referral Management 05:11 ServiceNow's Workflow Automation in Healthcare 13:55 Leveraging AI for Efficient Referral Management 21:11 Future Roadmap for KeenStack 22:46 Outro See omnystudio.com/listener for privacy information.

Jake is the founder and CEO of Serval, an AI-driven IT automation and service management platform that just raised $47M in Series A funding this week. Before founding Serval, Jake spent over five years at Verkada, where he led multiple products from 0-1 and helped scale the company across hardware and software. His years at Verkada taught him that winning in enterprise means delivering consumer-quality experiences to business buyers — a lesson that shapes how Serval turns complex IT automation into something that feels magical. In this episode, Jake and Brett dive into the lessons from Verkada that inspired Serval's founding, what it takes to disrupt entrenched enterprise categories, and practical tips for getting deeply embedded with customers and hiring high-quality candidates. In today's episode, we discuss: Why building “in existing categories” can be more powerful than creating new ones The lessons from Verkada that shaped Serval's platform strategy The customer interview question that unlocked the IT buyer's hidden pain points How Serval's automation builder uses AI to generate code-based workflows Redefining engineering and PM roles with forward-deployed engineers Keeping the hiring bar high in an AI-native startup Why there's a “land grab” moment right now in enterprise AI And much more... Where to find Jake: LinkedIn: https://www.linkedin.com/in/jakestauch/ Twitter/X: https://x.com/jakeserval Where to find Brett: LinkedIn: https://www.linkedin.com/in/brett-berson-9986094/ Twitter/X: https://twitter.com/brettberson Where to find First Round Capital: Website: https://firstround.com/ First Round Review: https://review.firstround.com/ Twitter/X: https://twitter.com/firstround YouTube: https://www.youtube.com/@FirstRoundCapital This podcast on all platforms: https://review.firstround.com/podcast References: Alex McLeod: https://www.linkedin.com/in/alexmcleodio/ Clay: https://www.clay.com Cloudflare: https://www.cloudflare.com Cursor: https://cursor.sh Filip Kaliszan: https://www.linkedin.com/in/kaliszan/ Hans Robertson: https://www.linkedin.com/in/hansrobertson Linear: https://linear.app Okta: https://www.okta.com Rippling: https://www.rippling.com Serval: https://www.serval.com/ ServiceNow: https://www.servicenow.com Verkada: https://www.verkada.com Workday: https://www.workday.com Timestamps: (02:25) Lessons from holding different product roles (07:29) Turning “hard mode” into a moat (10:49) The early days of Serval (12:59) Scratching the founder itch (14:57) Unconventional interview techniques (17:47) Solving core interview challenges (21:10) Planning the early product roadmap (23:03) The surprising power of patience (26:12) Serval's impressive technical advantage (27:35) Disrupting legacy incumbents (31:13) Building for mid-market and enterprise (33:35) Serval's enduring roadmap (36:08) How to sell to an existing market (39:16) The evolving role software plays (43:55) Building for AI that didn't exist yet (49:49) Serval's forward-deployed engineers (58:31) The hybrid PM-GM (1:00:27) “You can over-prioritize” (1:02:48) The unexpected value of panic buttons (1:04:50) What Serval looks for in new talent (1:07:01) The ultimate hiring litmus test (1:13:59) Building out Serval's go-to-market function (1:16:31) The evolving IT market in 2025

This episode's co-host, Laszlo Balla, and Lauren McManamon sat down with Thomas Richter and Luis Caroll to unpack RaptorDB: the new database technology powering ServiceNow’s future. They shared the story from startup roots to acquisition, and explained how Raptor DB delivers faster performance, real-time analytics, and AI-ready scale, all while staying seamless for developers and customers. ⏱️ Timestamps 00:00 Introduction of Hosts 02:37 Introduction of Guests: Thomas Richter & Luis Carril 07:14 What IS RaptorDB? 10:14 How Is RaptorDB Different? 21:09 Has AI Changed Prioritization of RaptorDB’s Needs? 23:21 Origin of the Name “RaptorDB” 27:18 How Do I Get Access as a Customer? 29:35 Why Choose Pro Over Standard? 30:43 How Can I Tell If My Instance Is Running RaptorDB Already? 44:53 Recommended Education 46:22 What’s Next for RaptorDB *SAFE HARBOR* 50:16 Conclusion

On September 30th, ServiceNow's AI Experience launched, and with it came one of the most transformative new features: Web Agents! On this week's episode of Break Point, Lauren McManamon was joined by returning guest, Jingfei Chen, to unveil how Web Agents automate tasks by navigating browser UIs like a human. Learn how this catch-all agent works, where it fits alongside APIs and RPA, and why it’s set to change how developers approach automation. ⏱️ Timestamps 00:00 Introduction 02:37 What ARE ServiceNow Web Agents? 07:09 So, Web Agents Are Not ONLY Accessible Through Chat? 09:41 How Are Web Agents Similar/Different From RPA? 12:25 What Are Some Cornerstone Use Cases for Web Agents? 17:19 What Are the V1 Capabilities / Limitations of Web Agents? 18:47 What Are Web Agent Best Practices? 22:18 Where Can People Try Out Web Agents? 23:55 What’s On the Roadmap for Web Agents? *SAFE HARBOR* 27:01 How Have Priorities Changed to Meet Market Expectations? 29:50 What Are Initial Customer Thoughts on Web Agents? 31:11 Where Can People Provide Feedback on Web Agents? 32:02 Call to Action 33:57 Conclusion

AI promises efficiency and better public service delivery, but how realistic is that promise today? This week on Feds At the Edge, our panel of experts take a grounded look at what it really takes to implement AI responsibly and effectively across government. Chris Bunton, CIO, Texas Dept of Agriculture, cautions that past technology shifts - like the move to cloud - often took years to deliver a return on investment, reminding agencies to weigh AI's costs and sustainability. Natalie Buda Smith, Director of Digital Strategy, Library of Congress, shares how the nation's largest data repository—over 193 petabytes—underscores the need to capture the right data and ensure systems can talk to each other. And Jonathan Alboum, Federal CTO, ServiceNow, stresses that real change starts at the top, with leaders who empower users and drive change through vision and accountability. Tune in on your favorite podcast today as we explore why strong governance, clear policy, and constant reevaluation are essential to realizing AI's promise in the federal space.

In this episode of the ServiceNow Executive Circle Podcast, Jacqueline McGirr, VP of Global Change & Employee Experience at Kerry Group, shares her journey and insights on transforming HR service delivery through technology, automation, and AI. Drawing from over two decades at Kerry, Jackie discusses the evolution of their Global Business Services (GBS) model, the importance of integrating IT and HR functions, and how they're using platforms like ServiceNow to streamline and enhance employee experiences globally. Jackie also reflects on the role of AI in enabling more human-centred support—balancing automation with empathy, upskilling employees for the future, and preparing for agentic AI. She highlights Kerry’s forward-looking approach, including their newly formed AI Governance Forum and how GBS can evolve from a transactional hub to a strategic engine room for innovation and operational excellence. If you’ve got an idea for a topic, would like to propose a guest for the show or discuss any of the points raised in this episode with a ServiceNow representative, just send an email to executivecircleuki@servicenow.com And if you are not already an EXECUTIVE CIRCLE member and would like to learn more about our exclusive membership and all the benefits it brings, please visit. See omnystudio.com/listener for privacy information.

On September 30th, ServiceNow's AI Experience launched, and with it came one of the most transformative new features: Web Agents! On this week's episode of Break Point, Lauren McManamon was joined by returning guest, Jingfei Chen, to unveil how Web Agents automate tasks by navigating browser UIs like a human. Learn how this catch-all agent works, where it fits alongside APIs and RPA, and why it’s set to change how developers approach automation. ⏱️ Timestamps 00:00 Introduction 02:37 What ARE ServiceNow Web Agents? 07:09 So, Web Agents Are Not ONLY Accessible Through Chat? 09:41 How Are Web Agents Similar/Different From RPA? 12:25 What Are Some Cornerstone Use Cases for Web Agents? 17:19 What Are the V1 Capabilities / Limitations of Web Agents? 18:47 What Are Web Agent Best Practices? 22:18 Where Can People Try Out Web Agents? 23:55 What’s On the Roadmap for Web Agents? *SAFE HARBOR* 27:01 How Have Priorities Changed to Meet Market Expectations? 29:50 What Are Initial Customer Thoughts on Web Agents? 31:11 Where Can People Provide Feedback on Web Agents? 32:02 Call to Action 33:57 Conclusion

This episode's co-host, Laszlo Balla, and Lauren McManamon sat down with Thomas Richter and Luis Caroll to unpack RaptorDB: the new database technology powering ServiceNow’s future. They shared the story from startup roots to acquisition, and explained how Raptor DB delivers faster performance, real-time analytics, and AI-ready scale, all while staying seamless for developers and customers. ⏱️ Timestamps 00:00 Introduction of Hosts 02:37 Introduction of Guests: Thomas Richter & Luis Carril 07:14 What IS RaptorDB? 10:14 How Is RaptorDB Different? 21:09 Has AI Changed Prioritization of RaptorDB’s Needs? 23:21 Origin of the Name “RaptorDB” 27:18 How Do I Get Access as a Customer? 29:35 Why Choose Pro Over Standard? 30:43 How Can I Tell If My Instance Is Running RaptorDB Already? 44:53 Recommended Education 46:22 What’s Next for RaptorDB *SAFE HARBOR* 50:16 Conclusion

Guest post by Paul Turley, Senior Director, ServiceNow Ireland Traditional customer relationship management (CRM) systems are becoming increasingly obsolete, leaving brands at risk of falling behind the competitive curve. Legacy platforms often create fragmented experiences and frustrated teams by operating in silos. Intelligent CRM is now crucial to unify sales, marketing, service, and operations to deliver seamless customer journeys. To truly transform CRM, organisations must adopt a true AI-first mindset - shifting from digital automation to intelligent, predictive, and proactive engagement. This mindset should be three pronged: rooted in continuous learning, empowered by automation and future-proofed through predictive insight. Business success in the era of AI-driven transformation depends on it. Your customer has changed, why hasn't your technology? We're at an inflection point, with the European CRM market expected to grow to $31.51bn by 2030. Businesses hope to modernise, meaning that CRM can no longer sit in the back office. Leaders need to rethink how they manage customer relationships as part of this, grasping AI as the catalyst for competitive advantage. Sales teams want best-in-class tools that let them self-serve and find qualified leads so that they can quote high-value deals quickly without red tape. At the same time, revenue operations and finance are under pressure to streamline fulfilment, handle contract changes smoothly, and eliminate manual handoffs. Too often though, data silos between marketing and sales systems, challenges with order fulfilment and complex contract changes have stood in the way of this. C-suite leaders across Europe and EMEA more broadly are starting to recognise that simply digitalisation processes won't deliver the customer experiences that set them apart from the competition. EMEA businesses, particularly in sectors like telecoms, finance, and manufacturing, are increasingly investing in agentic AI-enabled CRM to elevate customer experience and drive loyalty. Applying an AI mindset in practice Generative and agentic AI are becoming established as major value drivers in customer relationship management, with measurable impact on key KPIs such as cost reduction, faster resolution times, lower customer effort, and improved satisfaction. With agentic AI, ServiceNow is achieving 84% customer self-service and a threefold improvement in case deflection, saving support teams 400,000 labour hours. At the heart of this evolution is a shift in thinking, reimagining CRM as a living, learning system of action. This AI mindset is rooted in three core principles: 1. Continuous learning: Rather than remaining static, modern CRM systems are designed to evolve with every interaction. They gather and analyse data over time, enabling the system to become smarter, more responsive, and better attuned to customer needs. This is real-time data that can drive fast decisions and eliminate guesswork. 2. Automation: By removing repetitive and manual tasks, automation allows teams to focus on more meaningful, high-value work. This not only improves efficiency but also enables deeper, more purposeful engagement with customers. 3. Predictive insight: AI gives businesses the ability to anticipate customer needs before they arise, using data-led signals to tailor experiences and services at scale. At a macro level, this enables automatic work order creation, intelligent scheduling and dispatch, proactive service, and AI-driven process mining. At a micro level, this level of personalisation strengthens satisfaction, loyalty, and long-term value with the customer. Bringing this vision to life requires a CRM platform where AI, data, and workflows are deeply integrated. Agentic AI goes beyond basic automation. It can reason, decide, and act, either with human oversight or independently, delivering richer and more dynamic customer experiences. With structured workflows in place, agentic AI systems can handle everythi...

Today's guest is Annette Muldowney, Vice President - ServiceNow Manager at MidWestOne Bank. Founded in 1934, MidWestOne Bank is a relationship-driven community bank that provides comprehensive financial solutions, including personal and business banking, lending, trust services and wealth management. Guided by values of integrity, teamwork and impact, MidWestOne Bank aims to generate meaningful outcomes for both their customers and communities.Annette is a resourceful and innovative leader with over 20 years of technical management, project implementation and customer experience expertise across private, public and Fortune 500 sectors. As a ServiceNow Platform Owner, Annette oversees roadmap creation, governance and adoption strategies to ensure seamless user experiences and measurable results. She is recognized for a collaborative leadership style, commitment to excellence and ability to deliver impactful, technology-driven organizational change.In the episode, Annette talks about:0:00 Driving financial innovation with ServiceNow for efficiency, transparency3:06 Her role driving service management transformation at MidWestOne3:52 Focusing on FSO, CSM, and emerging GRC initiatives5:32 How her team is leveraging partners to manage ServiceNow implementation8:02 Driving a phased ServiceNow implementation using crawl, walk, run approach10:56 How Executive support and right vendor critical for ServiceNow success13:12 Why building personal connection with vendors, fit and vision matter most14:35 Advice to lead by example, stay fact-based, and measure what matters18:03 The need to deeply understand the business to drive long-term platform success

In today's Cloud Wars Minute, I share insights from Chris Pope on how automation can boost morale, reduce costs, and accelerate delivery.Highlights00:02 — Today's episode is brought to you by AutomatePro, a ServiceNow partner. They want to talk about a new product they have that is helping to change the software development lifecycle. AutomatePro Chief Product Officer Chris Pope recently spoke with my colleague Kieron Allen, and I wanted to highlight some of the key parts of that.00:43 — They said they try to automate some of this drudgery and the mundane work. That's in areas like testing, documentation. It's not stuff that talented developers want to be doing — though it's a central part of the process. So when AutomatePro steps in and says, “Hey, we can take care of that for you,” it allows those highly skilled developers to move on to more meaningful work.01:18 — The benefits of what AutomatePro does in working with the ServiceNow platform: they accelerate the process, they boost employee morale — which is so important today — and especially this ability to lower cost. It was a key point that Chris made a number of times in the conversation with Kieron: AutomatePro helps to augment humans, not replace them.02:10 — So, he said, "We meet people where they're already working." He said that could be in a native state, through a portal, or through any other part of the process. Ultimately, what that allows is — he said, “Wherever the developers are working, we're there — where the developer already is and is already working.”03:06 — This reflects the powerful ecosystem that ServiceNow has been intent on building for the last several years. So we see these Cloud Wars Top 10 companies, like ServiceNow, have an enormous range of capability. But, as each frequently says, “We can't do everything,” and we're counting on partners like AutomatePro to step in and be able to add significant value.03:34 — One: it lowers costs. Two: it accelerates software development. Three: it improves morale. And it does so while augmenting what humans do — rather than replacing humans. Very interesting.Check out the full interview between Kieron Allen and Chris Pope. Visit Cloud Wars for more.

The podcast, “From CIO to AI Visionary: Nishith Sahay on Marvell's Tech Transformation and the Future of AI Governance, features guest Nishit Sahay, CIO at Marvell Technology who discusses his journey to becoming an SVP and CIO, emphasizing the shift in his role from an "apps and data person" to someone focused on making the company more efficient through technology. The host is Khushboo Bajaj, ServiceNow leader, InfoBeans. 

Kieron Allen speaks with Chris Pope, Chief Product Officer at AutomatePro, in an in-depth discussion that is part of a broader series of podcasts, articles, and reports on ServiceNow's evolving ecosystem. They explore how intelligent automation and agentic AI are reshaping DevOps and quality assurance. The conversation also highlights how AutomatePro's built-on approach enhances developer productivity, reduces risk, and ensures security, all within the ServiceNow environment.AutomatePro's AI EdgeThe Big ThemesAutomatePro's Core Mission: AutomatePro focuses on solving one of the most time-consuming parts of software delivery: testing and documentation. Pope explains that their goal isn't to replace humans but to augment their efforts through intelligent automation. By embedding deeply within the ServiceNow platform, AutomatePro allows developers and platform owners to automate repetitive tasks early in the development cycle, ensuring higher-quality releases and faster deployment.Human-AI Collaboration Wins: The myth of AI replacing people is outdated. Pope reframes the conversation: it's not about replacement, it's about enablement. The real winners will be those who know how to use AI effectively. Today's Copilots are context-aware, learning from human behavior and adapting to different personas — whether it's a developer, analyst, or HR owner. Prompt engineering is emerging as a vital skill, and the better the prompt, the better the AI-driven output.DevOps Innovation Without Compromise: AutomatePro and ServiceNow are reshaping DevOps by making speed and quality compatible. Historically, faster releases meant riskier ones. With AutomatePro's intelligent testing automation, that tradeoff no longer exists. Frequent, smaller releases — the “fixed forward” model — are now safer thanks to early automation, embedded security, and contextual AI. Pope argues that platform owners and developers are the new heroes in enterprise IT, and equipping them with Copilots, intelligent workflows, and instant feedback loops unlocks untapped value.The Big Quote: "You're not going to be replaced by AI per se, you're going to be replaced by someone that knows how to use AI effectively."More from ServiceNow and AutomatePro:Follow AutomatePro on LinkedIn or learn more about ServiceNow and intelligent automation. Visit Cloud Wars for more.

In this episode, Manish speaks with Michael Civitano, Senior Security Manager of Intelligence and GSOC at ServiceNow, about transforming incident management from reactive firefighting to proactive resilience. They unpack how modern GSOCs can streamline incident detection and response through simplified processes, empowered teams, and the strategic use of AI. The discussion also explores how collaboration, adaptability, and data-driven forecasting elevate incident management from an operational function to a vital business enabler.What you'll learn:How to reimagine incident management as an enterprise-wide risk strategy rather than a siloed security processPractical ways to enhance response speed and decision-making through automation, clear playbooks, and human-centered leadershipLessons from real-world crises on staying flexible, maintaining communication, and building trusted cross-functional relationships that drive resilienceLearn more about Ontic's Incident Management solution here.If you're enjoying this episode, please take a moment to rate and review the show.

“AI has become the new UI,” says Amit Zavery, ServiceNow's president, chief product officer and COO, referring to the user interface as he explains why the company is building an agentic operating system, an AI control tower to govern models and agents and end-to-end orchestration that goes beyond chat to complete work across human resources, IT, customer-service and customer-relationship management. In this episode of the Tech Disruptors podcast, Zavery and Anurag Rana, senior technology analyst at Bloomberg Intelligence, dig into platform strategy, the emerging ServiceNow CRM push and what “autonomous IT” looks like in practice.

What does it take to build AI that enterprises can actually trust? That's the question I explored with Nirankush “Kush” Panchbhai, Senior Vice President of Platform Fundamentals at ServiceNow, in a conversation about AI governance, human-centered design, and how the company's AI Control Tower is reshaping enterprise adoption. Kush describes the AI Control Tower as an “air traffic controller” for AI agents, a central command center that provides visibility, accountability, and governance across every part of an organization's AI ecosystem. It embeds compliance, legal, and risk workflows directly into the development process, replacing endless approval cycles with automated guardrails that accelerate innovation rather than slow it down. The result is a system where humans remain firmly in control, supported by transparent, explainable AI that acts as a teammate rather than a tool. We also discuss how ServiceNow is helping enterprises move beyond the “POC palooza” of pilot projects that never scale. By treating AI agents as members of a digital workforce—with performance tracking, retraining, and measurable ROI—companies can finally connect investment to real outcomes. Governance, in this context, isn't a constraint; it's a catalyst for confidence and adoption. At its core, ServiceNow's philosophy is about taking the work out of work, not the human out of work. From password resets to process automation, AI is freeing employees to focus on creative, high-value problem-solving while building trust through transparency and accountability. As organizations begin managing both human and digital workforces, one question lingers: can AI governance truly become the accelerator that turns trust into enterprise-scale transformation? And what does it take to ensure AI always serves people, not the other way around? Share your thoughts after the episode.

Take a Network Break! We start with listener follow-up on security browsers, and then dive into a deep pool of Juniper vulnerabilities to pick two critical ones affecting Juniper Space. We also get an update from SonicWall that the breach of its cloud storage service affected all users of the service. Cisco announces a new... Read more »

Take a Network Break! We start with listener follow-up on security browsers, and then dive into a deep pool of Juniper vulnerabilities to pick two critical ones affecting Juniper Space. We also get an update from SonicWall that the breach of its cloud storage service affected all users of the service. Cisco announces a new... Read more »

Take a Network Break! We start with listener follow-up on security browsers, and then dive into a deep pool of Juniper vulnerabilities to pick two critical ones affecting Juniper Space. We also get an update from SonicWall that the breach of its cloud storage service affected all users of the service. Cisco announces a new... Read more »

Today's guest is Scott Livingston, Director, IT Service Strategy, Transition and Improvement at enGen. Founded in 2014, enGen - a subsidiary of Highmark Health - transforms healthcare through technology-driven operations. Serving over 11 million members, it integrates people, processes and systems via its TechOps approach. Its platforms, including the EHS administrative system, Predictal™ care management and Providius provider tools, enhance efficiency, improve outcomes and simplify the healthcare experience.Scott is an accomplished IT executive leading a 115-person international Platform and Service Management organization with a ~$14M annual budget. He drives strategic initiatives across Service Management, including generative AI adoption, ServiceNow ITSM/ITOM implementation and ITSM analytics. Known for building strong stakeholder relationships, Scott delivers operational efficiency, cost savings and measurable business value by aligning technology, strategy and high-performing teams to organizational objectives.In the episode, Scott discusses:0:00 His journey as an IT leader blending service management with healthcare technology4:27 Choosing ServiceNow for innovation, scalability, and future readiness8:28 Pursuing zero service desk and zero incident vision11:23 Their rapid ServiceNow adoption, now advancing with generative AI17:43 Balancing self-implementation with a strong partner collaboration for growth21: 23 Investing in AI-driven automation to transform healthcare efficiency and outcomes

Headed to Dreamforce (Oct 14–16)? In 30 minutes, Salesforce's David Beebe breaks down: RCA now: 6 releases, faster UX, upgraded constraint builder Revenue Cloud Billing: what's new + why demand is spiking Unified CPQ + Billing: fewer errors, faster cycle time Pricing & AI/Agents: usage-based, analytics, interoperability Sessions to add: RC Keynote, Consumption Models, Invoice-to-Cash Listen Oct 12 to plan your week!

On this episode of How We Got There, I am joined by Alex MacKay, Executive Chairman & Co-Founder of Tequity Advisors. He shares his start in CRM when running Siebel Canada and found his way into sell-side advisory for M&A at Tequity, with deep experience in the Salesforce ecosystem with 28 companies and counting.*If you are at Dreamforce next week, make sure to reach out to Alex or Mahnoor Naeem if you will be there too*They take a long-term view of the relationship, oftentimes getting to know a company over a period of 2-3 years to help them get ready to sell. They help demystify the journey, even serving as an informal board member in many cases.We talk a bit about lessons learned and Alex shares his advice at various stages of an ISV's journey from first customers, to a couple million in ARR, to scale.  He talks about the importance for entrepreneurs to roll out a management operating system, like EOS, to help set the business up for growth. Alex shares his advice for early-stage ISVs around speaking with customers in their language, not about your product!This episode is brought to you by Tequity Advisors . Tequity Advisors is a global sell-side M&A advisory firm with core expertise in SaaS and ISVs, Salesforce, ServiceNow, SAP, Microsoft, all things Data and AI, and the hyper scaler MSP cloud ecosystems with a focus on the Salesforce ecosystem and beyond! 

Stefan Williams - Vice President of Corporate Development and Snowflake Ventures at Snowflake Stefan Williams, Vice President of Corporate Development and Snowflake Ventures at Snowflake, leads the company's acquisition strategy, corporate venture capital, and startup accelerator programs. In this episode, Stefan takes us inside Snowflake's disciplined, culture-first approach to M&A—from building the corporate development function from scratch to executing 20+ acquisitions while maintaining breakneck organic growth. He shares hard-won lessons on integration accountability, why relationships matter more than auctions, and how to balance proactive deal-making with the realities of a fast-moving AI landscape. Things You'll Learn Start small and build M&A muscle – Why Snowflake began with sub-50 person acquisitions to prove integration capabilities before scaling to larger, more complex deals Integration accountability drives success – The critical importance of assigning DRIs (Directly Responsible Individuals) with clear timelines at 30, 60, 90, and 180 days post-close Buyer-led beats reactive – How investing time in proactive CEO relationships and strategic alignment dramatically improves deal outcomes versus responding to banker processes ___________________ The Buyer-Led M&A™ Summit is back.The virtual event built for dealmakers who want to eliminate chaos and take control from sourcing through integration.

In this episode, Jeffrey discusses ServiceNow Best Practices from RedRiver.com, Part 3Each week, Jeffrey will be sharing his knowledge on Service Delivery (Mondays) and Service Management (Thursdays). Jeffrey is the founder of Service Management Leadership, an IT consulting firm specializing in Service Management, Asset Management, CIO Advisory, and Business Continuity services.  The firm's website is www.servicemanagement.us.  Jeffrey has been in the industry for 30 years and brings a practical perspective to the discussions. He is an accomplished author with seven acclaimed books in the subject area and a popular YouTube channel with approximately 1,500 videos on various topics.  Also, please follow the Service Management Leadership LinkedIn page.

Artificial intelligence is reshaping the technology services landscape, with leading reports from IDC, Gartner, and new offerings from ServiceNow pointing to a future where managing AI sprawl becomes as critical as delivering AI capabilities themselves. High-performing channel partners are leaning into AI specialization, driving measurable outcomes for customers and fueling double-digit growth despite market pressures. At the same time, ServiceNow's “AI Experience” platform aims to consolidate fragmented AI tools, offering a unified interface that can streamline operations and reduce complexity. The broader market, according to Gartner, is accelerating rapidly, with spending on generative AI projected to surpass traditional software in the coming years—meaning providers who fail to deliver outcomes risk being left behind.Yet the rise of AI isn't all progress. Studies from Stanford, European labor groups, and cybersecurity organizations reveal a governance crisis brewing in workplaces. Workers are reporting a surge of “workslop”—AI-generated content that looks like productivity but creates no value—costing companies billions. Algorithmic management is eroding worker autonomy, while surveillance and data risks undermine trust in employers. To compound the problem, employees are increasingly feeding sensitive data into AI systems without adequate training, raising new security vulnerabilities. These trends highlight the urgent need for policies, training, and governance frameworks to ensure AI adds value instead of chaos.The disruption is also spilling into specific industries. In translation, human professionals are already being displaced as AI-driven tools gain adoption. WhatsApp's newly built-in translation capability demonstrates how “good enough” AI can be enough for most users, sidelining human expertise except in fields requiring deep cultural or contextual understanding. The translation sector serves as an early warning sign: as AI grows more capable, other professions—including legal research, finance, and customer support—face similar pressures. The lesson for providers is to help clients identify where AI is appropriate and where human oversight remains essential.Meanwhile, major vendors are steadily encroaching into IT services, redrawing the lines of what MSPs can offer. Acronis is embedding patch management into its backup suite, Slack is introducing AI-powered ticket deflection, GoTo and Nexthink are fusing support and analytics, and IBM is shifting developer tooling to its hosted cloud. Each move chips away at traditional MSP offerings, putting pressure on providers to adapt. The opportunity lies in integration and governance—helping customers unify fragmented tools, ensure compliance, and deliver outcomes that vendors alone cannot. For MSPs, the message is clear: evolve toward higher-value services, or risk being sidelined by the very vendors you once partnered with.Four things to know today00:00 From Growth to Governance: IDC, Gartner, and ServiceNow Show Where AI Is Headed for Partners and Customers05:07 AI at Work: “Workslop,” Surveillance, and Data Leaks Signal Rising Governance Crisis08:42 From WhatsApp to Workflows: AI Translation Disruption Signals Broader Job Shifts Ahead11:33 Vendors Expand Into IT Services: Acronis, Slack, IBM, and GoTo Redraw the MSP Value Line This is the Business of Tech.   Supported by: https://scalepad.com/dave/https://cometbackup.com/?utm_source=mspradio&utm_medium=podcast&utm_campaign=sponsorship Webinar:  https://bit.ly/msprmail All our Sponsors: https://businessof.tech/sponsors/ Do you want the show on your podcast app or the written versions of the stories? Subscribe to the Business of Tech: https://www.businessof.tech/subscribe/Looking for a link from the stories? The entire script of the show, with links to articles, are posted in each story on https://www.businessof.tech/ Support the show on Patreon: https://patreon.com/mspradio/ Want to be a guest on Business of Tech: Daily 10-Minute IT Services Insights? Send Dave Sobel a message on PodMatch, here: https://www.podmatch.com/hostdetailpreview/businessoftech Want our stuff? Cool Merch? Wear “Why Do We Care?” - Visit https://mspradio.myspreadshop.com Follow us on:LinkedIn: https://www.linkedin.com/company/28908079/YouTube: https://youtube.com/mspradio/Facebook: https://www.facebook.com/mspradionews/Instagram: https://www.instagram.com/mspradio/TikTok: https://www.tiktok.com/@businessoftechBluesky: https://bsky.app/profile/businessof.tech Hosted by Simplecast, an AdsWizz company. See pcm.adswizz.com for information about our collection and use of personal data for advertising.

Nesrine Changuel helped build Spotify, Google Chrome, and Google Meet. Her work has helped her discover the importance of emotional connection in building successful products. At Google, she served as a dedicated “delight PM,” a role specifically focused on making products more delightful. She recently published Product Delight, a book that provides a practical framework for creating products that serve both functional and emotional needs. Based in Paris, she now coaches founders and CPOs on implementing delight strategies in their organizations.What you'll learn:1. Why delight is a business strategy, not just “sprinkling confetti” on top of functionality2. How to identify emotional motivators that drive product retention3. The 50-40-10 rule for balancing delight in your roadmap4. The 4-step delight model5. The origin story of Spotify's Discover Weekly6. Why B2B products need delight just as much as B2C products7. How to get buy-in from skeptical leaders who think delight is a luxury—Brought to you by:DX—The developer intelligence platform designed by leading researchers: https://getdx.com/lennyJira Product Discovery—Confidence to build the right thing: https://atlassian.com/lennyLucidLink—Real-time cloud storage for teams: https://www.lucidlink.com/lenny—Transcript: https://www.lennysnewsletter.com/p/a-4-step-framework-for-building-delightful-products—My biggest takeaways (for paid newsletter subscribers): https://www.lennysnewsletter.com/i/174199489/my-biggest-takeaways-from-this-conversation—Where to find Nesrine Changuel:• LinkedIn: https://www.linkedin.com/in/nesrinechanguel/• Newsletter: https://nesrinechanguel.substack.com/• Website: https://nesrine-changuel.com/—Where to find Lenny:• Newsletter: https://www.lennysnewsletter.com• X: https://twitter.com/lennysan• LinkedIn: https://www.linkedin.com/in/lennyrachitsky/—In this episode, we cover:(00:00) Introduction to Nesrine and product delight(04:56) Why delight matters(09:17) What makes a feature “delightful”(12:29) The three pillars of delight(13:03) Pillar 1: Removing friction (Uber refund example)(15:07) Pillar 2: Anticipating needs (Revolut eSIM example)(17:21) Pillar 3: Exceeding expectations (Edge coupon example)(18:35) The “confetti effect” and when it actually works(22:02) B2B vs. B2C: Why all products need emotional connection(29:52) The Delight Model: A 4-step framework(30:57) Step 1: Identifying user motivators (functional and emotional)(33:55) Step 2: Converting motivators into product opportunities(34:46) Step 3: Identifying solutions with the delight grid(36:46) Step 4: Validating ideas with the delight checklist(40:22) The Delight Model summarized(42:18) The importance of familiarity (Spotify Discover Weekly story)(45:21) Real examples: Chrome's tab management solution(51:32) Google Meet's solution for “Zoom fatigue”(55:02) Getting buy-in from skeptical leaders(59:39) Prioritizing delight: The 50-40-10 rule(1:02:41) Creating a culture of delight in your organization(1:06:45) The habituation effect(1:08:15) When delight goes wrong: Apple reactions example(1:10:21) How delight motivates product teams(1:12:24) Lightning round and final thoughts—Referenced:• Spotify: https://open.spotify.com/• Linear: https://linear.app/• How Linear builds product: https://www.lennysnewsletter.com/p/how-linear-builds-product• Jira: https://www.atlassian.com/software/jira• Asana: https://asana.com/• Monday: https://monday.com/• The Product Delight Model: https://nesrinechanguel.substack.com/p/the-product-delight-model• Revolut: https://www.revolut.com/• How Revolut trains world-class product managers: The “local CEO” model, raw intellect over experience, and a cultural obsession with building wow products | Dmitry Zlokazov (Head of Product): https://www.lennysnewsletter.com/p/how-revolut-trains-world-class-product-managers• Microsoft Cashback: https://www.microsoft.com/en-us/edge/features/shopping-cashback• Superhuman's secret to success: Ignoring most customer feedback, manually onboarding every new user, obsessing over every detail, and positioning around a single attribute: speed | Rahul Vohra (CEO): https://www.lennysnewsletter.com/p/superhumans-secret-to-success-rahul-vohra• Brian Chesky's secret mentor who died 9 times, started the Burning Man board, and built the world's first midlife wisdom school | Chip Conley (founder of MEA): https://www.lennysnewsletter.com/p/chip-conley• Workday: https://www.workday.com/• SAP: https://www.sap.com/• ServiceNow: https://www.servicenow.com/• Salesforce: https://www.salesforce.com/• GitHub: https://github.com/• Atlassian: https://www.atlassian.com/• Snowflake: https://www.snowflake.com/• Data Superheroes: https://www.snowflake.com/en/data-superheroes/• Google Meet: https://meet.google.com/• Andy Nesling on LinkedIn: https://www.linkedin.com/in/andynesling/• Matic: https://maticrobots.com/• Diego Sanchez's (Senior Product Manager at Buffer) post on LinkedIn: https://www.linkedin.com/feed/update/urn:li:activity:7365014292091346945/• Miro: https://miro.com/• Arc browser: https://arc.net/• Competing with giants: An inside look at how The Browser Company builds product | Josh Miller (CEO): https://www.lennysnewsletter.com/p/competing-with-giants-an-inside-look• Migros Supermarket: https://www.migros.ch/• The rise of Cursor: The $300M ARR AI tool that engineers can't stop using | Michael Truell (co-founder and CEO): https://www.lennysnewsletter.com/p/the-rise-of-cursor-michael-truell• Building Lovable: $10M ARR in 60 days with 15 people | Anton Osika (CEO and co-founder): https://www.lennysnewsletter.com/p/building-lovable-anton-osika• Linear's secret to building beloved B2B products | Nan Yu (Head of Product): https://www.lennysnewsletter.com/p/linears-secret-to-building-beloved-b2b-products-nan-yu• Suno: https://suno.com• Snapchat: https://www.snapchat.com/• Use Reactions, Presenter Overlay, and other effects when videoconferencing on Mac: https://support.apple.com/en-us/105117• Dr. Lipp: https://drlipp.com/• How to be the best coach to product people | Petra Wille (Strong Product People): https://www.lennysnewsletter.com/p/how-to-be-the-best-coach-to-product• The Great American Baking Show: https://www.imdb.com/title/tt21822674/• Le Meilleur Pâtissier: https://en.wikipedia.org/wiki/Le_Meilleur_P%C3%A2tissier• The Upside on Amazon Prime: https://www.amazon.com/gp/video/detail/amzn1.dv.gti.3cb8500f-31af-9f4f-5dec-701e086d58e8• The Intouchables: https://www.imdb.com/title/tt1675434/• Yoyo stroller: https://www.stokke.com/USA/en-us/category/strollers/yoyo-strollers• UppaBaby strollers: https://uppababy.com/strollers/—Recommended books:• Product Delight: How to Make Your Product Stand Out with Emotional Connection: https://www.amazon.com/Product-Delight-Stand-Emotional-Connection-ebook/dp/B0FGZ93D9Y/• Factfulness: Ten Reasons We're Wrong About the World—and Why Things Are Better Than You Think: https://www.amazon.com/Factfulness-Reasons-World-Things-Better/dp/1250107814• STRONG Product Communities: The Essential Guide to Product Communities of Practice: https://www.amazon.com/STRONG-Product-Communities-Essential-Practice/dp/3982235189/r—Production and marketing by https://penname.co/. For inquiries about sponsoring the podcast, email podcast@lennyrachitsky.com.Lenny may be an investor in the companies discussed. To hear more, visit www.lennysnewsletter.com