ServiceNow Insights

Your dashboards show you what's happening. Process mining shows you why — and what to do about it. In this episode, Bobby Brill sits down with Dan Grady to demystify process mining: what it is, how it works within the ServiceNow platform, and why organizations using it are uncovering years of hidden inefficiency they never knew existed.
Dan walks through real customer stories — from a double approval process for printer toner that was costing 2 days per request to a single form-field change that saved 7 years of manual work per month — and explains how process mining moves you from raw data to actionable insight faster than any traditional approach.
Dan Grady has a technology career that spans over 25 years. The last 10 spent at ServiceNow. In his current role as Director of Product Management, he is focused on helping customers identify process improvement opportunities through the use of ServiceNow's Process and Task Mining solution. Outside of the office, he enjoys spending time with his wife and 3 girls, public speaking, bad NY sports teams, a good happy hour deal, and storytelling.
Whether you're new to ServiceNow or a seasoned admin, this episode will change how you think about your workflows.
🔗 Get started with Process Mining: https://www.servicenow.com/community/process-mining-article/servicenow-process-mining-formerly-process-optimization-faq/ta-p/2309083
📄 Learn more about ServiceNow: https://www.servicenow.com/docs/
🎓 ServiceNow Docs YouTube Channel: https://www.youtube.com/channel/UCQjE37R-Y4DTq7kUWPO83Wg
Chapters
0:00 – Introduction & Dan Grady's Background
1:13 – What Is Process Mining? (The X-Ray for Your Business)
2:08 – Why Dashboards Alone Aren't Enough
3:56 – From Raw Data to Actionable Insights
4:59 – The Printer Toner Story: Removing a Step, Saving Two Days
6:01 – The Spaghetti Bowl: Visualizing Your Processes
7:34 – The "47 Years" Moment That Shocks Every Customer
8:43 – Finding Automation Opportunities with Process Mining
10:49 – Best Practices: How to Avoid Getting Overwhelmed
12:35 – Getting Started: First Steps on the Platform
15:11 – Real Customer Use Cases (Approvals, Routing & More)
17:59 – Why You Never Stop Needing Process Mining
20:50 – The Analytics Stack: Operational Reporting → Platform Analytics → Process Mining
22:45 – Closing & Where to Learn More
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The Human in the Loop | Ethical AI with Di Le
ServicveNow Insights Podcast - hosted By Bobby Brill

What does it actually mean to build AI responsibly? Not the buzzword version. The real version. In our latest episode, I sat down with Di Le — AI Ethicist and Human-Centered AI Strategist at ServiceNow — and she broke it down in a way I hadn't heard before.

Most people use Ethical AI, Responsible AI, and Human-Centered AI interchangeably, and Di breaks down exactly where each one lives and how they apply to building AI that aligns with our societal values. Fairness. Transparency. Bias. Beyond evaluation and technical talking points, these are also design decisions with real consequences for real people — and operationalizing them is harder than most organizations want to admit.

One line from Di that stopped me: "People have crossed oceans and built monuments in honor of our capability to think. And I just want people to preserve that and not surrender it so freely." That's the episode in one sentence.

To learn more about Ethical AI and reseatch from Di Le and more - https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1020&context=sighci2025
https://aisel.aisnet.org/cgi/viewcontent.cgi?article=1025&context=sighci2024
https://www.youtube.com/watch?v=QhVY-85A-Wk&t=5s

ServiceNow Insights Podcast 🎧 The Human in the Loop — now available wherever you listen to podcasts.
0:00 – Introduction & Di Le's Background
1:35 – Is Ethical AI Just About Preventing Skynet?
2:22 – Responsible AI vs. Ethical AI vs. Human-Centered AI
6:34 – Why All Three Are Deeply Interconnected
8:39 – When "Amazing" Tech Goes Wrong: The Adobe Example
10:07 – Fairness, Transparency & Accountability Explained
12:06 – The Mug Factory: Understanding Bias in AI
14:52 – Transparency & Interpretability in AI Design
16:48 – Keeping Humans Genuinely in the Loop
18:06 – Accountability & Human Oversight
20:39 – Why Bias Isn't a Bug You Can Just Fix
22:30 – How ServiceNow Approaches Responsible AI
23:11 – Why Di Chose ServiceNow (The Origin Story)
27:09 – One Thing Everyone Should Do With AI 28:38 – Closing
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AI is transforming how businesses operate and how early-career talent grows. In this episode, UTG Unlocked, Mark Stockford (GVP, Global Cloud Operations) and Alyssa Gerhart (former intern, now full-time employee) share how AI is reshaping work at ServiceNow—from strategic impact to day-to-day execution. Our guest hosts Jorden Shelton and Cynthia Mathenge guide the conversation and explore real AI use cases like Unity, RAG-based duplicate detection, and intent detection, while emphasizing the importance of critical thinking and strong fundamentals.
In this episode, designed not just for recent interns, you’ll learn how AI is expanding career paths, how teams like Global Cloud Services power innovation behind the scenes, and what interns and early-career professionals can do now to grow: stay curious, use AI intentionally, seek mentors, and don’t just consume—contribute.
UTG is the engine behind the scenes here at ServiceNow — enabling innovation, maintaining production environments, supporting internal teams, and driving operational excellence. It connects strategy to execution by combining engineering, cloud operations, and technology operations to deliver stable, high-performing systems that allow the business and customers to succeed.
For more information about the Early Careers program visit - https://careers.servicenow.com/early-careers/
00:00 Welcome & What ‘UTG Unlocked’ Is All About 
02:50 Meet the Panel: Mark, Alyssa, Jorden & Cynthia 
04:29 Segment 1: How AI Is Impacting the Business (Customers vs. Employees) 
06:26 Skills That Matter in an AI-Powered Workplace 
09:52 Real AI Use Cases: Unity, Agents, and Faster Ops 
13:57 AI and Career Growth: New Roles, New Paths, Partnering with AI 
18:56 Advice for Early-Career Talent: Stay Curious, Build, Contribute 
20:41 Segment 2 Kickoff: Rapid-Fire Fun
28:50 Pulling Back the Curtain: What is GCS
30:37 GCS as a Superhero: Operating in the Shadows Like Batman 
31:35 The Hidden Work: Solving Customer-Created Problems & Root-Cause Hunting 
33:37 Alyssa’s Journey: Intern to FTE, Mentorship, and Scaling Developer Productivity 
35:38 What’s Next: Emerging Tech on the Radar (AI to Quantum Computing) 
37:15 Closing Takeaways: Keep Learning, Use AI Wisely, Ask Questions, and Give Back 
40:12 Final Words & Where to Learn More
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Exploring Leadership and AI with Anand Tharanathan
In this engaging episode of our podcast, we delve into the world of leadership and Artificial Intelligence with Anand Tharanathan, GVP of Product Research and Insights at ServiceNow. Anand shares his journey from an individual contributor to a leadership role, emphasizing the importance of empathy, mentorship, and learning from failure. He discusses his unique perspective on leadership drawn from his experiences in sports and how this has influenced his professional growth.
Anand also provides insights into the rapidly evolving field of AI, comparing it with human automation and highlighting the importance of keeping the human element in the loop. He addresses the challenges and nuances of designing AI systems that enhance human capabilities rather than replace them. Additionally, Anand discusses how to strike a balance between being product-centric and people-centric, and the crucial role of adaptability in navigating technological advancements.
Towards the end of the conversation, Anand outlines a framework for effectively using AI and advises on avoiding common pitfalls when integrating AI into new products. This episode is a must-watch for anyone interested in leadership, AI, and the future of technology. Join us and gain valuable insights from industry experts!
Guest - Anand Tharanathan, GVP of Product Research and Insights at ServiceNow
Guest Host - Apurva Korde
00:00 Introduction and Guest Welcome
00:24 Discussing UX Research and AI
01:18 Leadership Journey and Insights
03:45 The Role of Mentors and Managers
09:59 Design Leadership vs. Conventional Leadership
13:56 Balancing Product and People-Centric Leadership
17:55 Adapting to Rapid Technological Changes
18:56 Navigating the AI Revolution
19:14 Staying Calm and Curious in the AI Era
20:45 Insights from a Tech Leader on AI
21:42 Designing Human-Centric AI Experiences
26:32 The Importance of Human in the Loop
31:24 Frameworks for AI Use and Misuse
34:25 Building AI-Powered Products
36:37 Balancing AI and Business Goals
38:45 Concluding Thoughts on AI
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In this episode of the podcast, host Bobby Brill takes a break from hosting duties and introduces Shruti Shrivastava, Director of UX Research at ServiceNow in Bangalore, India. Shruti takes the reigns for this episode and interviews Averria Martin, Senior Director, UX Research. The conversation covers a range of topics including the application of AI in research, internal mobility at ServiceNow, and effective leadership strategies. Averria shares her personal and professional experiences, emphasizing the importance of work-life balance, growth mindset, and fostering a collaborative culture. The episode also highlights practical advice for transitioning from IC roles to leadership and the value of internal mobility and user-centric approaches in research.
Guest - Averria Martin, Senior Director, UX Research
Guest Host - Shruti Shrivastava, Director of UX Research

00:00 Introduction and Guest Introduction
00:13 Meet Shruti Shrivastava
01:10 Insights on AI in Research
01:51 Interview with Averria Martin
04:48 Work-Life Balance Tips
06:53 Career Advice for Researchers
09:27 Internal Mobility and Culture at ServiceNow
12:47 AI and Research Technologies
18:20 Collaboration and Leadership
26:04 Final Thoughts and Conclusion
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