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.