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ServiceNow Insights

ServiceNow Insights

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ServiceNow Insights is your insider’s guide to the world of ServiceNow. Join us as we unpack the latest products, innovations, and updates with in-depth discussions led by the creators behind the platform. Hear firsthand about the challenges they've overcome, the solutions they've pioneered, and the exciting future they envision. Whether you're a seasoned admin, agent, platform owner, or just discovering the power of ServiceNow, and offers valuable insights to help you stay informed and leverage the full potential of the platform.

2025 ServiceNow Community
Episodios
  • AI Regulations Explained: EU AI Act, Colorado Law, and NIST Framework
    Nov 6 2025

    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 Thoughts

    See omnystudio.com/listener for privacy information.

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    19 m
  • Healthcare Referral Management and the Power of AI with ServiceNow and KeenStack
    Oct 27 2025

    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.

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    23 m
  • New Accessibility Tools and Updates with Dr. Alaina Beaver
    Sep 17 2025

    Dr. Alaina Beaver, ServiceNow's Global Head of Accessibility, is our guest on the podcast to discuss the latest developments in accessibility. Dr. Beaver explains that the world of accessibility is constantly evolving, and it's not a one-time task, but rather an ongoing process. She highlights that ServiceNow has made significant progress in accessibility, particularly with regards to conformance standards.

    Publicly, ServiceNow has committed to aligning with the Web Content Accessibility Guidelines (WCAG) 2.2 AA, the most stringent guidelines globally for accessibility conformance. This is an upgrade from the previous standard, WCAG 2.1 AA, which is still adhered to by many legislations worldwide. Dr. Beaver notes that the new standard, WCAG 2.2 AA, was released recently, and it will take time for legislation to catch up.

    More about accessibility at ServiceNow –
    https://www.servicenow.com/accessibility-statement.html

    To see ServiceNow’s Accessibility Tools in action -
    https://www.youtube.com/playlist?list=PLCOmiTb5WX3q5qCG_QqYip2IZrvao7Bwp

    Guest – Dr. Alaina Beaver, Global Head of Accessibility at ServiceNow

    Host – Bobby Brill

    00:00 Introduction and Guest Welcome
    00:21 Understanding the Importance of Accessibility
    00:55 What's New in Accessibility Standards
    02:16 ServiceNow's Commitment to WCAG 2.2
    04:11 Navigating the Transition to WCAG 2.2
    09:12 Legislation and Global Standards
    13:13 AI and Voice Input for Accessibility
    16:01 Text Adjust: Enhancing Readability
    19:31 AI Model Accessibility Checker
    22:15 Wrap Up

    See omnystudio.com/listener for privacy information.

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    23 m
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