Unlocking ServiceNow Lens: On-Screen Intelligence Meets Generative AI

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.