ServiceNow Named a Leader in Business Orchestration Automation Technologies

In this episode of Syncing with ServiceNow, host Fred Reynolds and Kristin McDonald dive into Gartner’s latest recognition of ServiceNow as a Leader in Business Orchestration Automation Technologies (BOAT). They explore how ServiceNow’s orchestration engine, data unification, and AI capabilities have evolved from early workflow automation to today’s powerful, interconnected platform.

Fred and Kristin discuss the growing role of AI agents, the impact of workflow data fabric and zero-copy connectors, and how organizations can leverage ServiceNow’s platform to break down silos, streamline business processes, and achieve meaningful outcomes.

Tune in to hear how ServiceNow continues to shape the future of business automation and what lies ahead for organizations embracing AI and orchestration-driven transformation.

Transcript

WEBVTT

2a476b59-1a7f-4bdf-bd84-60179269b3dd/7-0
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<v Fred Reynolds>OK. All right.
Welcome everybody to today's sinking with</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/7-1
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<v Fred Reynolds>ServiceNow podcast. This is, I guess,
episode #53. So with me today,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/7-2
00:00:13.683 --> 00:00:17.767
<v Fred Reynolds>I have Kristen McDonald.
How you doing today, Kristen?</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/5-0
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OK.

2a476b59-1a7f-4bdf-bd84-60179269b3dd/6-0
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<v Kristin McDonald>Great, how are you doing?</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/9-0
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<v Fred Reynolds>Very good. And I am Fred Reynolds,
your host in lieu of Andy Whiteside.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/9-1
00:00:22.698 --> 00:00:26.869
<v Fred Reynolds>So we're doing a couple without Andy.
Hopefully he'll be able to join us from</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/9-2
00:00:26.869 --> 00:00:30.880
<v Fred Reynolds>time to time. But I am Fred Reynolds,
our President of Modern Apps here at</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/9-3
00:00:30.880 --> 00:00:33.233
<v Fred Reynolds>Zintegra,
where we really focus strongly on</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/9-4
00:00:33.233 --> 00:00:36.977
<v Fred Reynolds>ServiceNow and all things ServiceNow.
Chris is one of our architects,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/9-5
00:00:36.977 --> 00:00:38.367
<v Fred Reynolds>senior solution architect.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/10-0
00:00:38.647 --> 00:00:42.565
<v Fred Reynolds>Been with us for a long time now and
Kristin and I have worked together for</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/10-1
00:00:42.565 --> 00:00:44.884
<v Fred Reynolds>over a decade.
If you listen to our podcast,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/10-2
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<v Fred Reynolds>you know that. So today another one.
So Kristin,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/10-3
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<v Fred Reynolds>I think we've done a couple of podcasts
on, you know,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/10-4
00:00:50.194 --> 00:00:54.318
<v Fred Reynolds>Gartner's Magic Corners and it's really
neat to kind of see we keep doing these</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/10-5
00:00:54.318 --> 00:00:58.184
<v Fred Reynolds>and it's just different areas and
ServiceNow keeps popping in those not in</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/10-6
00:00:58.184 --> 00:00:58.287
<v Fred Reynolds>a.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/12-0
00:00:58.287 --> 00:01:01.208
<v Fred Reynolds>Corner but in a box but in the leader
part.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/12-1
00:01:01.208 --> 00:01:06.719
<v Fred Reynolds>So today our podcast is going to be on an
article named ServiceNow Name Leader and</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/11-0
00:01:01.567 --> 00:01:02.847
<v Kristin McDonald>Mhm.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/12-2
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<v Fred Reynolds>Leader by Gartner in the Business
Orchestration Automation Technologies.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/12-3
00:01:11.565 --> 00:01:14.287
<v Fred Reynolds>Acronym is BOAT and it's by a Shar Patel.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/13-0
00:01:14.687 --> 00:01:18.506
<v Fred Reynolds>October 28th of this year 2025.
So Kristin,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/13-1
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<v Fred Reynolds>why is this article relevant for us to do
a podcast on?</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/14-0
00:01:23.047 --> 00:01:27.679
<v Kristin McDonald>Well, I think like you said,
we've been seeing ServiceNow kind of pop</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/14-1
00:01:27.679 --> 00:01:32.641
<v Kristin McDonald>up in that leader quadrant in a few
different areas over the years and and</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/14-2
00:01:32.641 --> 00:01:36.611
<v Kristin McDonald>this is a new one.
So fairly recent coming out from Gartner</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/14-3
00:01:36.611 --> 00:01:40.647
<v Kristin McDonald>and it really speaks to the platform
benefits of ServiceNow.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/15-0
00:01:40.767 --> 00:01:40.967
<v Kristin McDonald>Yeah.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/16-0
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<v Fred Reynolds>Yeah, perfect. I love that. You know,
it's funny when I see that and being in</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/16-1
00:01:45.239 --> 00:01:47.746
<v Fred Reynolds>there,
it's no surprise to me it was in the top</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/16-2
00:01:47.746 --> 00:01:50.199
<v Fred Reynolds>right corner of that quadrant because,
I mean,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/16-3
00:01:50.199 --> 00:01:53.750
<v Fred Reynolds>it's basically what the platform was
built for. It's kind of funny,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/16-4
00:01:53.750 --> 00:01:57.196
<v Fred Reynolds>I think somewhere this article will speak
to it. I mean, this is,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/16-5
00:01:57.196 --> 00:02:00.433
<v Fred Reynolds>this is why ServiceNow,
the vision that ServiceNow had was to</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/16-6
00:02:00.433 --> 00:02:01.007
<v Fred Reynolds>build this.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/18-0
00:02:01.007 --> 00:02:04.695
<v Fred Reynolds>Orchestration engine. So well,
why don't we jump right into it?</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/18-1
00:02:04.695 --> 00:02:07.808
<v Fred Reynolds>So it says why is ServiceNow built for
both? Kristin,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/18-2
00:02:07.808 --> 00:02:09.767
<v Fred Reynolds>can you tell me a little bit more?</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/17-0
00:02:08.047 --> 00:02:08.607
<v Kristin McDonald>Mhm.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/21-0
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<v Kristin McDonald>Yep. So as you mentioned,
they've got the orchestration engine kind</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/21-1
00:02:14.353 --> 00:02:17.162
<v Kristin McDonald>of underlying everything,
underpinning everything.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/21-2
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<v Kristin McDonald>Even from day one,
we had the workflow engine,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/21-3
00:02:19.751 --> 00:02:22.615
<v Kristin McDonald>which of course has been replaced by Flow
Designer.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/21-4
00:02:22.615 --> 00:02:26.306
<v Kristin McDonald>But ServiceNow has of course been
building on top of the platform,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/21-5
00:02:26.306 --> 00:02:30.327
<v Kristin McDonald>adding new features and functionality.
So several years back we saw RPA.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/22-0
00:02:30.567 --> 00:02:33.757
<v Kristin McDonald>Into play.
So now we've got the workflow engine,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/22-1
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<v Kristin McDonald>we've got notifications coming out of
ServiceNow integrations,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/22-2
00:02:37.858 --> 00:02:42.089
<v Kristin McDonald>we've got the RPA piece.
Now we've got AI agents on the platform</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/22-3
00:02:42.089 --> 00:02:46.256
<v Kristin McDonald>and even remote data access which we did
not fully have before.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/22-4
00:02:46.256 --> 00:02:50.487
<v Kristin McDonald>So they just continue to build out this
orchestration layer and.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/23-0
00:02:50.647 --> 00:02:53.691
<v Kristin McDonald>Orchestration engine and it really is
like you said,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/23-1
00:02:53.691 --> 00:02:58.400
<v Kristin McDonald>one of their key driving patterns on the
platform, what they're building towards,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/23-2
00:02:58.400 --> 00:02:58.687
<v Kristin McDonald>yeah.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/24-0
00:02:59.087 --> 00:03:02.314
<v Fred Reynolds>Yeah. If we go back to,
let's go 12 years ago, we were looking at,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/24-1
00:03:02.314 --> 00:03:05.926
<v Fred Reynolds>you know we were using another platform
to try to do some orchestration to</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/24-2
00:03:05.926 --> 00:03:08.094
<v Fred Reynolds>automation.
It was really just falling flat.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/24-3
00:03:08.094 --> 00:03:11.947
<v Fred Reynolds>A lot of that had to do with the with the
data that was driven in the back end.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/24-4
00:03:11.947 --> 00:03:15.944
<v Fred Reynolds>So I mean it's it was important for us to
make sure we have good foundational data</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/24-5
00:03:15.944 --> 00:03:17.967
<v Fred Reynolds>in the in the CMDB of ServiceNow did that.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/25-0
00:03:19.087 --> 00:03:23.322
<v Fred Reynolds>For us and then it really we're able to
build a lot more off that orchestration.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/25-1
00:03:23.322 --> 00:03:27.505
<v Fred Reynolds>So it's not really maybe in here so much,
but it talks about the unification of</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/25-2
00:03:27.505 --> 00:03:30.485
<v Fred Reynolds>data and the workflows and then the
meaningful outcomes.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/25-3
00:03:30.485 --> 00:03:34.668
<v Fred Reynolds>So I'm gonna kind of pick on those two
pieces and talk from experience and also</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/25-4
00:03:34.668 --> 00:03:38.589
<v Fred Reynolds>experience that we've seen with the
customers we're working for today that</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/25-5
00:03:38.589 --> 00:03:39.007
<v Fred Reynolds>unified.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/27-0
00:03:39.167 --> 00:03:43.171
<v Fred Reynolds>It really matters because a long time ago
when they were building out a lot of what</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/27-1
00:03:43.171 --> 00:03:45.793
<v Fred Reynolds>ServiceNow is,
they didn't have the other applications</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/27-2
00:03:45.793 --> 00:03:48.414
<v Fred Reynolds>in place, right?
We had the freedom to go build those.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/27-3
00:03:48.414 --> 00:03:50.798
<v Fred Reynolds>And I think you and I, you know, well,
I say you,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/27-4
00:03:50.798 --> 00:03:53.514
<v Fred Reynolds>I mean maybe with the ideas you actually
building there,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/27-5
00:03:53.514 --> 00:03:56.946
<v Fred Reynolds>but you and the likes of Becky and others
went and actually built these</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/26-0
00:03:56.807 --> 00:03:57.327
<v Kristin McDonald>Mhm.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/27-6
00:03:56.946 --> 00:03:58.567
<v Fred Reynolds>applications of ServiceNow in the.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/28-0
00:03:58.687 --> 00:04:00.933
<v Fred Reynolds>Areas that weren't there yet to to
capture that data.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/28-1
00:04:00.933 --> 00:04:04.301
<v Fred Reynolds>And I remember having a conversation a
few years ago about remote tables and how</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/28-2
00:04:04.301 --> 00:04:06.464
<v Fred Reynolds>we could bring information in for a
period of time.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/28-3
00:04:06.464 --> 00:04:09.167
<v Fred Reynolds>Is that does that still exist by the way,
just for my knowledge?</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/30-0
00:04:08.607 --> 00:04:11.862
<v Kristin McDonald>Yeah,
so actually remote tables still exist,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/30-1
00:04:11.862 --> 00:04:15.407
<v Kristin McDonald>but workflow data fabric actually extends
it so.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/29-0
00:04:14.647 --> 00:04:14.887
<v Fred Reynolds>Call.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/31-0
00:04:16.487 --> 00:04:21.203
<v Kristin McDonald>Workflow Data Fabric can actually go out
now if you have the right license,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/31-1
00:04:21.203 --> 00:04:25.547
<v Kristin McDonald>which we can help you with.
It can actually go out and reference data</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/31-2
00:04:25.547 --> 00:04:30.822
<v Kristin McDonald>that is in other platforms, other systems,
other solutions without having to draw it</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/31-3
00:04:30.822 --> 00:04:34.235
<v Kristin McDonald>into ServiceNow.
It's called a zero copy connector and</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/31-4
00:04:34.235 --> 00:04:36.407
<v Kristin McDonald>it's actually a fairly new feature.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/32-0
00:04:36.487 --> 00:04:38.607
<v Kristin McDonald>functionality in ServiceNow. Yeah.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/34-0
00:04:37.647 --> 00:04:39.960
<v Fred Reynolds>Well,
good that I spun it up because that was</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/34-1
00:04:39.960 --> 00:04:44.033
<v Fred Reynolds>really incredibly important for what we
were doing because we really were trying</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/33-0
00:04:41.327 --> 00:04:41.447
<v Kristin McDonald>OK.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/34-2
00:04:44.033 --> 00:04:48.056
<v Fred Reynolds>to do what the concept is here is using a
ServiceNow as that boat, if you will,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/34-3
00:04:48.056 --> 00:04:50.469
<v Fred Reynolds>right,
the basis of all of our orchestration to</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/34-4
00:04:50.469 --> 00:04:54.240
<v Fred Reynolds>to go out and get all of our event.
It was really around event management,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/34-5
00:04:54.240 --> 00:04:57.207
<v Fred Reynolds>obviously our alarms,
our screen scrapes are this or that.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/35-0
00:04:57.407 --> 00:05:01.997
<v Fred Reynolds>Any monitoring tools that we would use it
to do our business and then also as it</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/35-1
00:05:01.997 --> 00:05:05.624
<v Fred Reynolds>flowed out to other areas,
you know for the business processes,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/35-2
00:05:05.624 --> 00:05:10.157
<v Fred Reynolds>you know for financials, all that stuff.
So it was really an important piece of</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/35-3
00:05:10.157 --> 00:05:14.010
<v Fred Reynolds>what we did of using that data,
making sure that data was accurate,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/35-4
00:05:14.010 --> 00:05:17.127
<v Fred Reynolds>building workflows around that and I
think that's how.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/36-0
00:05:17.247 --> 00:05:21.452
<v Fred Reynolds>We got to the the meaningful business
outcomes and it lists some here,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/36-1
00:05:21.452 --> 00:05:25.775
<v Fred Reynolds>but from my personal experience,
I mean we've talked about it before and</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/36-2
00:05:25.775 --> 00:05:30.039
<v Fred Reynolds>when we took millions of alarms and and
alerts and and events and sorry</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/36-3
00:05:30.039 --> 00:05:34.955
<v Fred Reynolds>incidences and really used a lot of this
orchestration in and out of ServiceNow to</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/36-4
00:05:34.955 --> 00:05:37.087
<v Fred Reynolds>remediate and fix things and get it.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/37-0
00:05:37.087 --> 00:05:40.099
<v Fred Reynolds>Get it down to where it's just you know
something that we can actually</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/37-1
00:05:40.099 --> 00:05:43.409
<v Fred Reynolds>operationalize around the number of
instances we can handle whenever we were.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/37-2
00:05:43.409 --> 00:05:46.633
<v Fred Reynolds>So that's where I really see that you
know was this is this thing built for</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/37-3
00:05:46.633 --> 00:05:48.585
<v Fred Reynolds>that.
It was built for this purposely built I</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/37-4
00:05:48.585 --> 00:05:52.021
<v Fred Reynolds>think many years ago and now 12 years
later we're still seeing it very relevant.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/37-5
00:05:52.021 --> 00:05:54.567
<v Fred Reynolds>A recent customer we're working with are
just getting into.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/38-0
00:05:56.207 --> 00:05:59.803
<v Fred Reynolds>Building out business services and
building out some of these things.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/38-1
00:05:59.803 --> 00:06:04.067
<v Fred Reynolds>So it's there's still a lot of work that
a lot of companies have to do to do this.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/38-2
00:06:04.067 --> 00:06:06.481
<v Fred Reynolds>So as Kristin said,
I mean this is what we do.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/38-3
00:06:06.481 --> 00:06:10.745
<v Fred Reynolds>It's probably the basics of how we got,
I got started in the ServiceNow Kristin's,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/38-4
00:06:10.745 --> 00:06:11.207
<v Fred Reynolds>you know.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/41-0
00:06:11.247 --> 00:06:13.943
<v Fred Reynolds>Way past all of that,
she's built many more things.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/41-1
00:06:13.943 --> 00:06:16.949
<v Fred Reynolds>But if you need help in that area,
this is a strong suit,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/39-0
00:06:14.247 --> 00:06:14.407
<v Kristin McDonald>8.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/41-2
00:06:16.949 --> 00:06:19.593
<v Fred Reynolds>strong place for what our practice can do
for you.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/41-3
00:06:19.593 --> 00:06:22.963
<v Fred Reynolds>But now moving into some newer
technologies, which is, you know,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/41-4
00:06:22.963 --> 00:06:26.332
<v Fred Reynolds>obviously the focal point a lot of people
were talking about it.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/41-5
00:06:26.332 --> 00:06:30.428
<v Fred Reynolds>Last call was just all they were just
talking about how everybody wants to get</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/41-6
00:06:30.428 --> 00:06:30.687
<v Fred Reynolds>into.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/42-0
00:06:30.767 --> 00:06:32.720
<v Fred Reynolds>AI,
they're even talking about we want to</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/40-0
00:06:32.007 --> 00:06:32.647
<v Kristin McDonald>No.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/42-1
00:06:32.720 --> 00:06:36.207
<v Fred Reynolds>start getting into this and they've
talked about it for a year, maybe two,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/42-2
00:06:36.207 --> 00:06:38.485
<v Fred Reynolds>and now starting to see how they want to
use it.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/42-3
00:06:38.485 --> 00:06:41.647
<v Fred Reynolds>So tell me about why AI agents belong in
the boat platform as well.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/43-0
00:06:42.607 --> 00:06:45.473
<v Kristin McDonald>Oh, sure. Well,
it's part of the orchestration, right?</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/43-1
00:06:45.473 --> 00:06:47.818
<v Kristin McDonald>So you've got automation and you've got A
I.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/43-2
00:06:47.818 --> 00:06:50.111
<v Kristin McDonald>A I doesn't necessarily replace
automation.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/43-3
00:06:50.111 --> 00:06:52.820
<v Kristin McDonald>We talk about this with our customers all
the time.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/43-4
00:06:52.820 --> 00:06:56.259
<v Kristin McDonald>You want to make sure your use case is a
proper use case for A I.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/43-5
00:06:56.259 --> 00:07:00.428
<v Kristin McDonald>And a lot of times people are trying to
create these A I agents for things that</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/43-6
00:07:00.428 --> 00:07:01.887
<v Kristin McDonald>really should be automation.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/44-0
00:07:02.687 --> 00:07:06.520
<v Kristin McDonald>But that's something again that a great
partner can sit with you,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/44-1
00:07:06.520 --> 00:07:10.410
<v Kristin McDonald>work through that with you,
talk through your use cases and really</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/44-2
00:07:10.410 --> 00:07:14.417
<v Kristin McDonald>determine the best technology.
But AI agents absolutely belong in an</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/44-3
00:07:14.417 --> 00:07:17.727
<v Kristin McDonald>orchestration engine because they are
becoming and will.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/45-0
00:07:18.207 --> 00:07:24.008
<v Kristin McDonald>Be in the future much more a part of any
standard workflow for any business model?</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/45-1
00:07:24.008 --> 00:07:24.287
<v Kristin McDonald>Yep.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/46-0
00:07:24.687 --> 00:07:27.540
<v Fred Reynolds>And as we talked about,
I think even in our last podcast,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/46-1
00:07:27.540 --> 00:07:31.524
<v Fred Reynolds>maybe we were talking about AI agents and
the usefulness of that and and and and</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/46-2
00:07:31.524 --> 00:07:35.065
<v Fred Reynolds>back into where this is building a
platform that touches many different</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/46-3
00:07:35.065 --> 00:07:38.852
<v Fred Reynolds>areas of an organization, you know,
whether it be HR, whether it be finance,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/46-4
00:07:38.852 --> 00:07:42.148
<v Fred Reynolds>whether it be, you know,
just traditional IT technology workflows,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/46-5
00:07:42.148 --> 00:07:44.607
<v Fred Reynolds>the the AI agents and what they're
building this.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/47-0
00:07:44.807 --> 00:07:47.013
<v Fred Reynolds>Specific to those areas,
the workflows as well.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/47-1
00:07:47.013 --> 00:07:50.782
<v Fred Reynolds>So kind of out-of-the-box you're getting
the capabilities of some of those today,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/47-2
00:07:50.782 --> 00:07:51.287
<v Fred Reynolds>aren't you?</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/48-0
00:07:52.247 --> 00:07:56.317
<v Kristin McDonald>Absolutely. And in addition,
when you're looking at AI,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/48-1
00:07:56.317 --> 00:08:01.913
<v Kristin McDonald>data is such a key element that underpins
any AI agent. And with ServiceNow,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/48-2
00:08:01.913 --> 00:08:06.855
<v Kristin McDonald>you've already got the data.
You've got the transactional data from</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/48-3
00:08:06.855 --> 00:08:11.578
<v Kristin McDonald>your tickets and and cases.
You've got your knowledge-based data</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/48-4
00:08:11.578 --> 00:08:12.087
<v Kristin McDonald>that's.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/49-0
00:08:12.207 --> 00:08:17.121
<v Kristin McDonald>Already been curated by your help desk
teams and and the teams that are actually</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/49-1
00:08:17.121 --> 00:08:20.882
<v Kristin McDonald>performing the work,
so the data is already there and already</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/49-2
00:08:20.882 --> 00:08:23.127
<v Kristin McDonald>accessible to ServiceNow's AI engine.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/51-0
00:08:21.847 --> 00:08:25.876
<v Fred Reynolds>Yeah, that's really important.
So since ServiceNow made it to the top</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/50-0
00:08:24.527 --> 00:08:24.847
<v Kristin McDonald>Mm.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/51-1
00:08:25.876 --> 00:08:29.387
<v Fred Reynolds>quarter leader as a leader,
So what makes ServiceNow unique?</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/51-2
00:08:29.387 --> 00:08:32.207
<v Fred Reynolds>Why do you think it put them in that
leader box?</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/52-0
00:08:32.727 --> 00:08:37.065
<v Kristin McDonald>Because they have every aspect of it,
it's all on a single platform. You know,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/52-1
00:08:37.065 --> 00:08:41.074
<v Kristin McDonald>I've been looking a lot at BPM tools
lately and that used to be the gold</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/52-2
00:08:41.074 --> 00:08:45.467
<v Kristin McDonald>standard for process optimization and
automation. But they're so siloed, right?</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/52-3
00:08:45.467 --> 00:08:49.202
<v Kristin McDonald>They don't talk to other systems. I mean,
you can't integrate them,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/52-4
00:08:49.202 --> 00:08:52.167
<v Kristin McDonald>but you have to actually integrate them
with service.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/53-0
00:08:52.287 --> 00:08:54.327
<v Kristin McDonald>Now it's all on a single platform.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/55-0
00:08:54.607 --> 00:08:56.395
<v Fred Reynolds>Yeah,
I would definitely say when I first</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/54-0
00:08:55.207 --> 00:08:55.767
<v Kristin McDonald>Yeah.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/55-1
00:08:56.395 --> 00:09:00.015
<v Fred Reynolds>looked at the title of this, this article,
I'm like, OK, this isn't new news, right?</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/55-2
00:09:00.015 --> 00:09:03.379
<v Fred Reynolds>It's a if that's a new area for Gartner
to go and measure, right, then I mean,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/55-3
00:09:03.379 --> 00:09:05.252
<v Fred Reynolds>this could have been there a long time
ago.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/55-4
00:09:05.252 --> 00:09:08.616
<v Fred Reynolds>And I definitely agree when it said in
there that ServiceNow has been building</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/55-5
00:09:08.616 --> 00:09:11.171
<v Fred Reynolds>this along the way.
You certainly see that for even if some</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/55-6
00:09:11.171 --> 00:09:11.767
<v Fred Reynolds>of the things.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/57-0
00:09:11.887 --> 00:09:14.673
<v Fred Reynolds>You stated it alone,
but really the foundation is breaking</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/57-1
00:09:14.673 --> 00:09:17.176
<v Fred Reynolds>down silos. I mean,
one year you think about all the</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/57-2
00:09:17.176 --> 00:09:20.246
<v Fred Reynolds>different knowledges or the slogans that
ServiceNow had. I mean,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/57-3
00:09:20.246 --> 00:09:23.458
<v Fred Reynolds>breaking down those silos has been a big
one, right? Break it down.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/57-4
00:09:23.458 --> 00:09:26.433
<v Fred Reynolds>Then it's about getting your data into
the right place, right.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/56-0
00:09:24.247 --> 00:09:24.287
<v Kristin McDonald>I.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/57-5
00:09:26.433 --> 00:09:29.833
<v Fred Reynolds>And then just those types of focus,
you can kind of see how all this is</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/57-6
00:09:29.833 --> 00:09:30.447
<v Fred Reynolds>orchestrated.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/58-0
00:09:31.487 --> 00:09:35.107
<v Fred Reynolds>Get it into a place here where they
really can be dominant in this area or</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/58-1
00:09:35.107 --> 00:09:38.824
<v Fred Reynolds>have a platform that really does make
them unique because it is one that you</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/58-2
00:09:38.824 --> 00:09:42.397
<v Fred Reynolds>can pick and choose applications.
You can make a road map to slowly bring</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/58-3
00:09:42.397 --> 00:09:44.907
<v Fred Reynolds>them in. You can move things to it.
But then again,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/58-4
00:09:44.907 --> 00:09:47.514
<v Fred Reynolds>if there's something that you're really a
niche tool,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/58-5
00:09:47.514 --> 00:09:51.327
<v Fred Reynolds>you're really very to and you love it and
integration and to you said there's.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/60-0
00:09:51.327 --> 00:09:54.540
<v Fred Reynolds>More ways they're doing integrations to
make it flow even faster,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/60-1
00:09:54.540 --> 00:09:58.143
<v Fred Reynolds>not have to transfer so much data,
but go grab it. So that's really nice.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/59-0
00:09:57.927 --> 00:10:00.727
<v Kristin McDonald>Yeah, absolutely.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/60-2
00:09:58.143 --> 00:10:00.626
<v Fred Reynolds>All right.
So I think our last session here and we</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/60-3
00:10:00.626 --> 00:10:03.741
<v Fred Reynolds>can probably have a little open forum
Kristin is looking ahead.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/60-4
00:10:03.741 --> 00:10:05.007
<v Fred Reynolds>So what does this tell us?</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/62-0
00:10:05.527 --> 00:10:10.003
<v Kristin McDonald>So I'm just going to bring out what I
tell every customer who's looking to move</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/62-1
00:10:10.003 --> 00:10:13.696
<v Kristin McDonald>to ServiceNow. You know,
ServiceNow has an army of developers and</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/62-2
00:10:13.696 --> 00:10:16.159
<v Kristin McDonald>they are constantly improving the
platform,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/62-3
00:10:16.159 --> 00:10:20.131
<v Kristin McDonald>constantly adding new technologies,
acquiring companies who are at the</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/62-4
00:10:20.131 --> 00:10:24.440
<v Kristin McDonald>leading edge of new technologies and
they're going to keep moving along that</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/62-5
00:10:24.440 --> 00:10:25.447
<v Kristin McDonald>path. So when you.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/63-0
00:10:25.527 --> 00:10:29.428
<v Kristin McDonald>Put your features on ServiceNow.
When you put your functionality on</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/63-1
00:10:29.428 --> 00:10:32.353
<v Kristin McDonald>ServiceNow,
you get that army of developers behind</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/63-2
00:10:32.353 --> 00:10:32.927
<v Kristin McDonald>you. Yeah.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/64-0
00:10:32.647 --> 00:10:35.010
<v Fred Reynolds>Yeah, I agree.
And I mean it says looking ahead,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/64-1
00:10:35.010 --> 00:10:38.626
<v Fred Reynolds>I mean I know that with ServiceNow
they're already always looking ahead at</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/64-2
00:10:38.626 --> 00:10:41.663
<v Fred Reynolds>what the next thing can do.
You can see that from a lot of the</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/64-3
00:10:41.663 --> 00:10:44.894
<v Fred Reynolds>product SKUs and I know we've all like,
OK, well we got more SKUs,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/64-4
00:10:44.894 --> 00:10:48.269
<v Fred Reynolds>but really they're they're even
positioning their platform to be very</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/64-5
00:10:48.269 --> 00:10:52.222
<v Fred Reynolds>specific in the particular verticals and
with that vertical view they're building</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/64-6
00:10:52.222 --> 00:10:52.367
<v Fred Reynolds>AI.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/67-0
00:10:52.407 --> 00:10:55.480
<v Fred Reynolds>Agents that are specific to that
workflows to that they're trying to</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/67-1
00:10:55.480 --> 00:10:58.420
<v Fred Reynolds>really build orchestration built in for
you to take advantage of.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/67-2
00:10:58.420 --> 00:11:02.161
<v Fred Reynolds>And I can clearly see that in some of the
ways they've changed their licenses is to</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/67-3
00:11:02.161 --> 00:11:05.769
<v Fred Reynolds>allow for say a manufacturing company to
put it in place and then take advantage</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/67-4
00:11:05.769 --> 00:11:09.243
<v Fred Reynolds>of things that they've learned throughout
the last 20 years for manufacturing</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/67-5
00:11:09.243 --> 00:11:11.247
<v Fred Reynolds>companies.
So I think that's really awesome.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/66-0
00:11:10.207 --> 00:11:10.687
<v Kristin McDonald>Mhm.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/69-0
00:11:11.527 --> 00:11:14.351
<v Fred Reynolds>All right, Chris,
I'm going to go back to the beginning</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/69-1
00:11:14.351 --> 00:11:18.385
<v Fred Reynolds>cause I rushed into the to the to the
article and I was so excited just to talk</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/68-0
00:11:17.207 --> 00:11:17.647
<v Kristin McDonald>Yeah.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/69-2
00:11:18.385 --> 00:11:22.419
<v Fred Reynolds>about that cause it's cool and great.
But anything new and exciting that you're</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/69-3
00:11:22.419 --> 00:11:26.553
<v Fred Reynolds>working on that you'd want to share with
our audience that you can share with our</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/71-0
00:11:24.647 --> 00:11:28.956
<v Kristin McDonald>Oh gosh, I don't know.
I'm working on so much. As you know,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/69-4
00:11:26.553 --> 00:11:27.007
<v Fred Reynolds>audience?</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/71-1
00:11:28.956 --> 00:11:32.691
<v Kristin McDonald>A I is my specialty and and my heartbeat
right now.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/70-0
00:11:31.647 --> 00:11:31.767
<v Fred Reynolds>But.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/71-2
00:11:32.691 --> 00:11:38.078
<v Kristin McDonald>So I'm always looking into new A I
technologies and tools and features and</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/71-3
00:11:38.078 --> 00:11:43.680
<v Kristin McDonald>how to leverage that for customers.
We're actually in the middle of a project</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/71-4
00:11:43.680 --> 00:11:43.967
<v Kristin McDonald>for.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/73-0
00:11:44.487 --> 00:11:48.805
<v Kristin McDonald>One of our customers and and walking
through their AI Rd.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/73-1
00:11:48.805 --> 00:11:54.687
<v Kristin McDonald>mapping exercise right now and it's so
much fun. I love doing that work. Yeah.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/74-0
00:11:50.487 --> 00:11:53.460
<v Fred Reynolds>Yeah, really excited.
I love it because you know we as</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/74-1
00:11:53.460 --> 00:11:57.677
<v Fred Reynolds>integrity through A I across the board,
but specifically everyone you know at</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/74-2
00:11:57.677 --> 00:12:01.840
<v Fred Reynolds>least the clients we're working with with
ServiceNow, looking at ServiceNow,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/74-3
00:12:01.840 --> 00:12:05.137
<v Fred Reynolds>A I and ServiceNow.
So again we can do it all over the place</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/74-4
00:12:05.137 --> 00:12:08.543
<v Fred Reynolds>or where it's needed.
I think it's fascinating that you know I</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/74-5
00:12:08.543 --> 00:12:10.327
<v Fred Reynolds>know that you you did a workshop.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/75-0
00:12:10.407 --> 00:12:14.133
<v Fred Reynolds>Of our clients to take them through
education on AI and the journey of that.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/75-1
00:12:14.133 --> 00:12:17.715
<v Fred Reynolds>I thought that was really neat and
everybody's feedback was kind of like,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/75-2
00:12:17.715 --> 00:12:19.844
<v Fred Reynolds>hey, I get it.
I kind of knew some of that,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/75-3
00:12:19.844 --> 00:12:22.022
<v Fred Reynolds>not all of that.
But that was a really good,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/75-4
00:12:22.022 --> 00:12:26.039
<v Fred Reynolds>good foundation to move forward to figure
out which one of these are we at, right?</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/75-5
00:12:26.039 --> 00:12:28.555
<v Fred Reynolds>Is it Agentic? Where are we?
And as we said before,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/75-6
00:12:28.555 --> 00:12:30.007
<v Fred Reynolds>this orchestration automation.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/77-0
00:12:30.087 --> 00:12:34.484
<v Fred Reynolds>The automation piece that ServiceNow has
always had in this boat has had good</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/77-1
00:12:34.484 --> 00:12:38.768
<v Fred Reynolds>elements of this for a long time.
They've been able to do automation and AI</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/76-0
00:12:37.047 --> 00:12:37.567
<v Kristin McDonald>Mhm.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/77-2
00:12:38.768 --> 00:12:42.714
<v Fred Reynolds>has come along and as we know,
sometimes we still speak to people and</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/77-3
00:12:42.714 --> 00:12:46.829
<v Fred Reynolds>like, I want to use AI to do this.
That's automation. It has been there,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/77-4
00:12:46.829 --> 00:12:49.478
<v Fred Reynolds>right?
But some of the similarization and some</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/77-5
00:12:49.478 --> 00:12:49.647
<v Fred Reynolds>of.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/78-0
00:12:49.847 --> 00:12:53.375
<v Fred Reynolds>The things that you can use now,
some of the gentic stuff to really dig in</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/78-1
00:12:53.375 --> 00:12:56.621
<v Fred Reynolds>and help you point you quicker to what
the problem could be and hey,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/78-2
00:12:56.621 --> 00:13:00.197
<v Fred Reynolds>do you want me to go try to fix that?
And this is some pretty amazing stuff</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/78-3
00:13:00.197 --> 00:13:04.007
<v Fred Reynolds>that I guess that's game changing and I
can imagine if we had some of this level</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/78-4
00:13:04.007 --> 00:13:04.807
<v Fred Reynolds>of orchestration.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/79-0
00:13:04.807 --> 00:13:08.013
<v Fred Reynolds>And the ability to deliver on that,
you know, 10 years ago,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/79-1
00:13:08.013 --> 00:13:10.363
<v Fred Reynolds>it would be a just a game changer for
sure.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/79-2
00:13:10.363 --> 00:13:12.447
<v Fred Reynolds>And I see it starting to head that way.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/81-0
00:13:11.247 --> 00:13:14.070
<v Kristin McDonald>Absolutely.
And then the next 5 or 10 years,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/81-1
00:13:14.070 --> 00:13:17.898
<v Kristin McDonald>it's it's going to be even more of a game
changer. You know,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/81-2
00:13:17.898 --> 00:13:22.478
<v Kristin McDonald>my parents worked in the oil industry and
that was back in the 80s, 90s.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/81-3
00:13:22.478 --> 00:13:26.933
<v Kristin McDonald>And my mother always tells me if if only
we had cell phones back then,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/81-4
00:13:26.933 --> 00:13:30.007
<v Kristin McDonald>she knew where every payphone in the
county was.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/82-0
00:13:30.447 --> 00:13:35.647
<v Kristin McDonald>But it's the same with AI, right?
We're always evolving, yeah.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/80-0
00:13:32.127 --> 00:13:32.287
<v Fred Reynolds>OK.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/83-0
00:13:33.927 --> 00:13:36.460
<v Fred Reynolds>It is. And I mean,
it is at a rapid pace and it's just so</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/83-1
00:13:36.460 --> 00:13:39.167
<v Fred Reynolds>much a little scary.
I'm starting to see some proper use of a</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/83-2
00:13:39.167 --> 00:13:42.747
<v Fred Reynolds>I where I think it's helping businesses.
There's always going to be the silliness</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/83-3
00:13:42.747 --> 00:13:45.411
<v Fred Reynolds>that's coming out of it that people are
using, but you know,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/83-4
00:13:45.411 --> 00:13:48.948
<v Fred Reynolds>it's going to be it or maybe the improper
use of it in my opinion. But you know,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/83-5
00:13:48.948 --> 00:13:51.087
<v Fred Reynolds>I'm starting to see some companies
implement it.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/86-0
00:13:51.287 --> 00:13:55.171
<v Fred Reynolds>I'm seeing more companies implement some
of the A I starter packs with ServiceNow</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/86-1
00:13:55.171 --> 00:13:57.398
<v Fred Reynolds>as well.
A great way to do a proof of concept.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/86-2
00:13:57.398 --> 00:14:01.140
<v Fred Reynolds>I think that that took off so well that
they even had to pull back the reins a</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/84-0
00:13:57.487 --> 00:13:57.647
<v Kristin McDonald>Yeah.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/85-0
00:13:58.887 --> 00:13:59.367
<v Kristin McDonald>Absolutely.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/86-3
00:14:01.140 --> 00:14:04.692
<v Fred Reynolds>little bit from my understanding.
But we have a couple of clients who were</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/86-4
00:14:04.692 --> 00:14:08.434
<v Fred Reynolds>able to get that in for them and it's
perfect for them to take a stab at how's</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/86-5
00:14:08.434 --> 00:14:09.287
<v Fred Reynolds>A I going to work.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/88-0
00:14:09.927 --> 00:14:13.529
<v Fred Reynolds>Justify it, then move forward.
So and anytime you can kind of get your</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/88-1
00:14:13.529 --> 00:14:17.741
<v Fred Reynolds>ROI up front or proof out what it would
be, it's always beneficial. So well, look,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/88-2
00:14:17.741 --> 00:14:20.379
<v Fred Reynolds>I'll end it with this.
If you're listening to this,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/87-0
00:14:19.167 --> 00:14:19.567
<v Kristin McDonald>Absolutely.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/88-3
00:14:20.379 --> 00:14:24.438
<v Fred Reynolds>if you're a ServiceNow customer and not
even a ServiceNow customer and you have</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/88-4
00:14:24.438 --> 00:14:25.047
<v Fred Reynolds>interest in.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/90-0
00:14:25.287 --> 00:14:28.529
<v Fred Reynolds>Orchestration,
working across different departments and</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/90-1
00:14:28.529 --> 00:14:31.945
<v Fred Reynolds>breaking out in silos in any way,
even with what you have.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/90-2
00:14:31.945 --> 00:14:36.287
<v Fred Reynolds>Kristin and I'll be happy to take a
meeting and talk to you about you know</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/90-3
00:14:36.287 --> 00:14:40.919
<v Fred Reynolds>what you have and and looking forward,
especially with A I as well. So Kristin,</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/90-4
00:14:40.919 --> 00:14:42.887
<v Fred Reynolds>thank you for your time today and.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/89-0
00:14:42.687 --> 00:14:43.287
<v Kristin McDonald>Thank you.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/92-0
00:14:42.967 --> 00:14:48.367
<v Fred Reynolds>You can get back the design of that AI
road map. All right. Thank you.</v>

2a476b59-1a7f-4bdf-bd84-60179269b3dd/91-0
00:14:44.607 --> 00:14:47.807
<v Kristin McDonald>All right, sounds good. Thank you.</v>