ServiceNow Insights

Is process mining just Six Sigma with better software? Two former Lean Six Sigma consultants — now Product Managers at ServiceNow — answer that question. The answer is more interesting than you’d expect.
Tomas Galle (Six Sigma Black Belt) and Roz Parpia (Green Belt) join host Bobby Brill to trace process intelligence from factory floors and sticky-note whiteboards to process maps generated in under ten minutes from data you already own.
They cover the real cost of the old way, non-conformance, the ServiceNow Playbooks feature, Task Mining, and the question every AI agent deployment should be asking but usually isn’t: did the process actually get better?
CHAPTERS
0:00 Introduction — Tomas Galle & Roz Parpia
2:02 Is process mining just Six Sigma?
4:13 The belt system explained — Black Belt, Green Belt, and the punchline
4:58 Manufacturing observation: what process improvement looked like before
7:51 The real cost of the old way — six figures, six months, one process
8:46 Customer reaction: ten years of work, solved in ten minutes
9:03 Where ServiceNow sits in the Process Intelligence market
10:56 Annual physical vs. wearable — continuous vs. snapshot
13:13 Conformance checking and the happy path
14:10 Non-conformance: what it is and why everyone should care
16:58 Static statistics vs. analysis on the move
17:05 Playbooks: responding to non-conformance in real time
18:54 How to get started today — free evaluation projects, no license needed
20:26 Task Mining: the human layer process mining can’t see
22:00 You’re already sitting on a goldmine
22:53 Closing thoughts
IN THIS EPISODE
• Why “that’s just Six Sigma” is actually the right reaction — and what it’s still missing
• Frederick Taylor’s stopwatch, the Gemba walk, and how the factory floor became the IT service desk
• Why a single process improvement engagement used to cost six figures and take up to six months
• The Gartner Magic Quadrant for Process Intelligence — and Roz’s candid take on where ServiceNow really stands
• The wearable vs. annual physical: why continuous process mining beats the yearly audit
• Conformance checking and the happy path — what it means when your process deviates
• Non-conformance explained with a real change management example (87% vs. 98% CAB approval)
• How the ServiceNow Playbooks feature turns detection into real-time correction with one click
• Task Mining: what people do in Outlook, Teams, and Excel that never appears in your process map
• How to start mining your own data today — no license required, no IT admin needed
GET STARTED
If you’re a ServiceNow customer, you already have access to free evaluation projects — no license needed.
https://www.servicenow.com/au/products/process-mining/get-started.html
https://www.servicenow.com/docs/r/now-intelligence/process-mining/process-mining.html
https://www.youtube.com/watch?v=TVrU0TQ7ldM
https://www.youtube.com/watch?v=GLKROYqnc10
TAGS
#ServiceNow #ProcessMining #ProcessIntelligence #SixSigma #LeanSixSigma #TaskMining #AIAgents #WorkflowAutomation #DigitalTransformation #ContinuousImprovement #NonConformance #Playbooks #ServiceNowPodcast #EnterpriseAI #ProcessImprovement #GembaWalk #ConformanceChecking
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Engineering teams are building ten times — even a hundred times — more than they could two years ago. That's a win, but one not without challenges. Because the cost of building the right thing has climbed exponentially. In this episode of the ServiceNow Insights podcast, host Bobby Brill sits down with three leaders who are living this tension from three distinct angles: the content and design leader who first spotted the productivity math problem, the design VP pushing for discernment over speed, and the research lead keeping the human at the center.
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IN THIS EPISODE
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DAVID HOARE — Group VP, Digital Content & Design, ServiceNow
ANAND THARANATHAN — Group VP, Product Research & Insights, ServiceNow
DANTLEY DAVIS — SVP of Design, ServiceNow ━━━━━━━━━━━━━━━━━━━━━━━━
CHAPTERS
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0:00 Introduction & Guest Intros
1:13 David: The AI Philosophy — ChatGPT as genuine inflection point
3:02 David: Economic viability — why AI unlocks what was never possible before
3:12 Anand: Three-person startups scaling to $100M+
3:45 Dantley: From 3D Studio Max to Jarvis — AI as human superpower
6:29 Anand: The customer north star hasn't changed
7:10 David: Engineering's survival problem — the 100x production gap
8:32 David: Andrew Ng's PM-to-engineer ratio + the cost of building wrong
9:40 Dantley: Nine concepts in an hour — design velocity and discernment
12:04 Dantley: The hip-hop tastemaker — slowing down as part of the process
14:20 David: Content governance — the fox guarding the hen house
16:21 Anand: Trust and the human-AI system
17:20 Dantley: AI surprise — UI tech stacks, feature completeness & hidden tech debt
20:21 18-Month Close — Anand, Dantley & David ━━━━━━━━━━━━━━━━━━━━━━━━
KEY TAKEAWAYS
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• Engineering is the first function to see massive AI productivity gains — but that creates a gap every other function has to survive
• The cost of building has dropped. The cost of building the wrong thing has climbed exponentially
• Discernment is the bottleneck — not speed. Nine concepts in an hour still needs a tastemaker
• AI quality is only as good as the content signals it receives — governance is not optional
• The customer north star hasn't changed. AI just changes how fast you can move toward it
• Customer value is the only metric that matters. Everything else is the path to it ━━━━━━━━━━━━━━━━━━━━━━━━
ABOUT THIS PODCAST
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Subscribe for new episodes on AI, product, engineering, and the future of work.

#ServiceNow #AI #ArtificialIntelligence #ProductDesign #SoftwareEngineering #ContentGovernance #DesignLeadership #AIStrategy #ProductManagement #EngineeringLeadership #TechLeadership #FutureOfWork #ServiceNowInsights #MachineLearning #Innovation #DesignThinking #TechPodcast #AIProductivity #DigitalTransformation #CustomerValue
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What does it actually mean to be AI native? Not the buzzword — the real thing. Host Bobby Brill brings together seven ServiceNow experts across six conversations for a complete picture of what AI native thinking, building, and working looks like right now.

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WHAT WE COVER
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DI LE — AI Ethicist & Human-Centered AI Strategist, ServiceNow
The clearest definitions you'll find anywhere of responsible AI, ethical AI, and human-centered AI — and why all three are required if you're going to do this right. Plus: why AI native means AI as the operating system, not a feature.

DR. ALAINA BEAVER — Global Head of Accessibility Customer Engagement, ServiceNow
ServiceNow built the world's first AI model accessibility checker with the Global Accessibility Awareness Day Foundation — and open-sourced it on GitHub for free. Because responsible AI native behavior means holding AI itself accountable.

ANAND THARANATHAN — Research Leader, ServiceNow
A framework from cognitive science every AI builder needs: use, disuse, misuse, and abuse. The four modes of AI interaction — and why proper use is the only one that delivers.

TARA BOGAVELLI & KATRINA STANKIEWICZ — Voice AI Research Team, ServiceNow
How ServiceNow built a rigorous open-source evaluation framework for voice agents from scratch — and what cascade failures, transcription errors, and prosody failures actually sound like in practice.

IAN THURLOW & ANDREW YAN — Software Engineering Manager & Software Engineer, ServiceNow
The daily ground-floor reality of being AI native: AI as accelerator, AI as the new Stack Overflow, the calculator analogy, and why fundamentals matter more than ever.

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LEARN MORE
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ServiceNow Responsible AI: https://www.servicenow.com/responsible-ai
AI Model Accessibility Checker: https://www.servicenow.com/accessibility-statement.html
ServiceNow AI: https://www.servicenow.com/artificial-intelligence

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ABOUT THIS PODCAST
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Hosted by Bobby Brill. A ServiceNow podcast exploring the people, technology, and ideas shaping the future of work.

#AINative #ServiceNow #ResponsibleAI #HumanCenteredAI #AIEthics #EnterpriseAI #FutureOfWork #NowAssist #ArtificialIntelligence #Podcast
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Day One Ready: What New Engineers Actually Need to Know About AI | Engineering Now Unlocked
Starting your first engineering role — or coming back for a return offer — and wondering what AI actually changes about the job? This episode gives you the real answer, from two engineers living it every day.
Jordan Shelton and Cynthia Mathenge sit down with Ian Thurlow (Senior Manager, Data Platform Software Engineering) and Andrew Yan (Software Engineer, Data Foundations) to talk about what day one looks like now, what AI tools actually do for early-career engineers, and what fundamentals still separate good engineers from great ones. If you’re about to start an internship, just got your return offer, or you’re a manager thinking about how to set new engineers up for success — this is the conversation you need before day one.
What you’ll learn
✔ What AI actually changes about day-to-day engineering work (and what it doesn’t)
✔ Why the fundamentals matter more than ever — not less
✔ How to build a network at a company like ServiceNow, even if you start remotely
✔ How to use AI as a sounding board, not a crutch

Chapters
00:00 Introduction — Engineering Now Unlocked
02:08 Meet Ian Thurlow and Andrew Yan
03:03 How AI is changing day-to-day engineering work
04:47 AI as an accelerator, not a replacement
09:04 AI as a sounding board
12:38 Leadership mindset in an AI-first team
13:46 Raising the bar for early-in-career talent 1
5:41 What your first 30 days should look like
17:43 This or That
19:16 Code reviews: the fastest way to learn that nobody talks about
20:57 Building your network — even fully remote
24:24 Ian and Andrew’s Work Advice
27:43 Outro

Guests
Ian Thurlow Senior Manager, Data Platform Software Engineering — ServiceNow
Andrew Yan Software Engineer, Data Foundations — ServiceNow

Hosts
Jorden Shelton Technical Program Manager, AI Engineering & Delivery — ServiceNow
Cynthia Mathenge Business Operations Manager, AI Engineering & Delivery — ServiceNow
Bobby Brill ServiceNow Insights

Links & Resources Learn more about ServiceNow Engineering → https://www.servicenow.com/company/careers/engineering.html

ServiceNow Docs → https://docs.servicenow.com

New to the channel? Subscribe so you never miss an episode of ServiceNow Insights.
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Voice AI agent evaluation — why it's fundamentally harder than text, how cascade failures derail conversations invisibly, and ServiceNow's open-source framework to establish industry evaluation standards. Featuring real audio examples showing authentication failures, leaked reasoning, and latency problems.
WHAT WE COVER
TARA BOGAVELLI — Research Engineer, ServiceNow
Leading the open-source voice agent evaluation framework. Explains why existing benchmarks don't measure what matters and what ServiceNow is releasing to establish industry standards.
KATRINA STANKIEWICZ — Staff Machine Learning Engineer, ServiceNow
Cascade model architecture expert. Breaks down STT → LLM → TTS failure modes, named entity transcription challenges, and real audio example analysis.
GABRIELLE GAUTHIER MELANÇON — Staff Applied Research Scientist, ServiceNow
Multi-language evaluation specialist. Reveals why Large Audio Language Models lag behind, the native speaker requirement, and bot-to-bot simulation methodology.
CHAPTERS
0:00 Introduction — The evaluation gap
1:11 ServiceNow's Open-Source Framework Announcement — Tara Bogavelli
2:43 Meet the Researchers
3:43 Voice-Specific Challenges — Tara Bogavelli
5:03 Cascade Architecture: STT → LLM → TTS — Katrina Stankiewicz
7:57 The Named Entity Problem — Katrina Stankiewicz
10:06 Evaluation Metrics: Accuracy vs Experience — Gabrielle Gauthier Melançon
11:23 Bot-to-Bot Testing at Scale — Gabrielle Gauthier Melançon
14:30 The LALM Gap: Why Audio AI Judges Struggle — Tara Bogavelli
16:57 Real Audio Example: Flight Rebooking Gone Wrong
21:58 Breaking Down the Failures — Katrina Stankiewicz 28:30 Wrap-Up & Resources
KEY INSIGHTS
The Cascade Failure Problem: STT → LLM → TTS errors propagate invisibly Named Entity Transcription: The #1 enterprise blocker—names, confirmation codes, emails break authentication Accuracy vs Experience: Perfect task completion means nothing if users hang up due to poor experience LALM Gap: Large Audio Language Models lag behind text LLMs—human evaluators remain essential Latency Kills Conversations: Five-second pauses make users think the call dropped, breaking the experience even when tasks complete Open-Source Framework: ServiceNow releasing evaluation tools, metrics, and bot-to-bot simulation methodology for the industry.
LEARN MORE
Website: https://servicenow.github.io/eva/ GitHub:
https://github.com/servicenow/eva Blog Post:
https://huggingface.co/blog/ServiceNow-AI/eva Dataset: https://huggingface.co/datasets/ServiceNow-AI/eva
ABOUT
Hosted by Bobby Brill. ServiceNow Insights podcast explores AI research, real-world applications, and the people building the future of work. #VoiceAI #AIEvaluation #ServiceNow #MachineLearning #OpenSource #ConversationalAI #STT #TTS #LLM #VoiceAgents #AIResearch #Podcast
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