Are you new to GenAI or still in the early stages of implementing it in your practice? You’re in an exciting stage in your journey! In this episode of the Distillery, host Sean Dawson speaks with Christine Morris (Senior Director of Technical Service Innovation, Cask NX) and Megan Harter (Senior Director of Transformations, Cask NX) about common misconceptions about GenAI, what sets it apart from past tech trends, and best practices for making your GenAI journey with ServiceNow a success.
Apr 29, 2025•10 min•Season 1Ep. 22
From missing $16K routers to payroll-crashing laptops, these real-life ITAM horror stories prove why asset management matters. Join Teri Bobst and Sean Dawson as they share the funniest (and scariest) ITAM fails—and the lessons that saved companies thousands. Watch now and rethink your ITAM strategy!
Mar 31, 2025•16 min•Season 1Ep. 21
In this exciting episode of The Distillery Podcast , Sean Dawson sits down with Nate Weldon, senior VP of Technology at Cask NX, to dive deep into the groundbreaking Yokohama release from ServiceNow. They explore new AI capabilities, including agentic AI, generative AI, and Workflow Data Fabric, which are set to revolutionize how organizations make data-driven decisions. Tune in to discover how ServiceNow’s latest innovations can empower your business to reach new levels of efficiency and effect...
Mar 21, 2025•16 min•Season 1Ep. 20
Join Sean Dawson and Jeff Spaude, Senior VP of IT at Learning Care Group, as they explore LCG’s ServiceNow evolution. From IT-focused beginnings to company-wide support serving 22,000 companies, this episode dives into LCG’s approach to governance and a culture that fosters rapid innovation. Discover actionable insights on delivering value incrementally, practicing vision-sharing, and enabling scalable, employee-centered solutions with ServiceNow.
Jan 24, 2025•20 min•Season 1Ep. 19
CMDB horror stories come to life in this Halloween special! Sean Dawson welcomes Cask’s ITOM expert, Chris Padmore, to uncover the dangers lurking in poorly managed CMDBs. From the “Unseen Configuration Drift Catastrophe” to AI mishaps and ghostly servers, they discuss real-life examples of what can go wrong and how to avoid these terrors. Tune in for expert advice, best practices, and a few laughs as they demystify CMDB maintenance and dependency management.
Dec 05, 2024•27 min•Season 1Ep. 18
In this special episode, Jason Rosenfeld interviews Erica Volini, Senior VP of Global Partnerships at ServiceNow, to discuss the power of partnerships in driving ServiceNow’s vision for enterprise-wide transformation. From partner qualifications to the game-changing impact of GenAI, Erica offers expert insights into how ServiceNow is shaping the future of work. If you're looking to understand how to leverage ServiceNow for business growth, this episode is for you!
Oct 10, 2024•27 min•Season 1Ep. 17
Join Sean Dawson and Chris Skaggs, ServiceNow Global Product Owner at AES Corporation, as they explore the complex journey of managing technical debt and replatforming ServiceNow. Chris shares his decade-long experience in the ServiceNow ecosystem, highlighting his transition from consultant to platform owner. Discover how AES Corporation tackled challenges like massive technical debt, custom applications, and the need for governance, all while building a new vision for ServiceNow. If you're int...
Sep 24, 2024•33 min•Season 1Ep. 16
Join Sean Dawson and Jonathan Alboum, Federal CTO for ServiceNow, as they explore application modernization in the public sector. In this episode, Jonathan discusses his extensive experience with the US Department of Agriculture and shares insights on leveraging ServiceNow to enhance mission-critical workflows. Discover how federal agencies can overcome ERP challenges, improve digital strategies, and unlock the potential of generative AI to better serve their constituents. Don’t miss this engagi...
Jul 08, 2024•29 min•Season 1Ep. 15
Sean Dawson welcomes Adam Follmer, platform owner at a mid-sized global law firm, to discuss their ServiceNow journey. Learn why they chose to implement CSM before ITSM and how they managed a swift ITSM rollout in just six months. Adam shares the impact of adopting agile methodologies, the importance of stakeholder engagement, and strategies for managing rapid change within the organization. Whether you're starting your ServiceNow journey or looking to optimize your current setup, this episode o...
Jun 25, 2024•21 min•Season 1Ep. 14
Dive into the world of ServiceNow operational services with Felix Ortiz, Cask's Principal Program Manager and Director of Operational Program Transformation. Discover the common challenges platform owners face in managing their ServiceNow instances and learn how to proactively address staffing shortages, outsourcing pitfalls, and the importance of a 90-day backlog. Gain insights on establishing effective platform governance and leveraging Disciplined Agile to drive continuous improvement. Whethe...
Apr 25, 2024•13 min•Season 1Ep. 13
Dive into the world of user interface (UI) and user experience (UX) design with Ryan Curtis, Senior UI/UX Designer at Cask. In this episode, Ryan shares invaluable insights on creating intuitive, accessible, and visually appealing employee portals that drive adoption and satisfaction. Discover best practices for understanding user pain points, mapping user journeys, and validating designs through user testing. Explore the importance of consistency, natural language, and adhering to accessibility...
Apr 08, 2024•16 min•Season 1Ep. 12
Gain invaluable insights on elevating IT governance and achieving strategic goals with ServiceNow's Strategic Portfolio Management capabilities. Join Sean Dawson as he unpacks the practical value of SPM with Matt Soccio, an expert with over 10 years implementing ServiceNow. Learn how to move beyond project management and transform SPM into an enterprise-wide discipline that drives data-driven decisions. Discover how SPM fosters partnership between IT and business leaders with shared KPIs, transp...
Mar 05, 2024•26 min•Season 1Ep. 11
Mike Stolp joins host Sean Dawson as they unpack the critical role a Configuration Management Database (CMDB) plays in securing your organization. Mike explains how a CMDB provides the core data needed to identify risks, threats, and vulnerabilities across your IT landscape. He distinguishes between CMDB data and the valuable information it enables, stressing the importance of turning data into actionable insights. Discover best practices for implementing a reliable CMDB, including obtaining exe...
Jan 31, 2024•16 min•Season 1Ep. 10
Dive into the world of ServiceNow with Derek Nohr, Director of ServiceNow at Avalara, and host Sean Dawson. This episode unveils Avalara's journey from implementing ServiceNow modules like Safe Workplace and ITSM to embracing advanced functions such as HRSD and SecOps. Derek shares valuable insights on stakeholder engagement, the significance of governance in technology implementation, and the exciting potential of AI in enhancing ITSM. A must-listen for those interested in understanding the tra...
Nov 28, 2023•28 min•Season 1Ep. 9
Join Erin Moore and Sean Dawson as they explore how EC Pro transforms employee experience. Erin explains the capabilities of EC Pro and shares best practices for implementation. Learn how knowledge management, curated portals, analytics, and AI enhance self-service and deliver white-glove service. Discover how EC Pro streamlines HR cases, consolidates systems, and provides managers transparency. Tune in for tips on change management, KPIs, roadmaps and more to elevate employee satisfaction. Foll...
Nov 09, 2023•30 min•Season 1Ep. 8
Special guest Gregg Aldana from ServiceNow joins Sean Dawson as they delve into the ever-evolving landscape of App Development on the ServiceNow platform. In this engaging episode, Gregg answers burning questions like "Why choose ServiceNow for app development?" and "How can you avoid app sprawl?" As a bonus, they'll also give you a glimpse into the future with upcoming changes in Generative AI and debunk the common myth surrounding “build vs buy.” Whether you're an experienced developer or just...
Oct 26, 2023•37 min•Season 1Ep. 7
Dive into the multifaceted world of IT Asset Management with Teri Bobst, the Director of IT Asset Management at Cask, as she unravels its critical role in ServiceNow. From its basics to its influence on the asset lifecycle, Teri walks you through how asset management intersects with cybersecurity, security operations, risk management, compliance, and employee experience. Whether you're starting fresh or refining your existing asset management program, this episode provides invaluable insights....
Oct 17, 2023•25 min•Season 1Ep. 6
Join Michelle Headrick and Sean Dawson as they explore how generative AI is transforming application development on the ServiceNow platform. In this episode, Michelle shares how AI is enhancing rapid development, accelerating prototyping, and improving outcomes. They also discuss how AI invites more people into development and debunk the myth of the robot overload. Tune in to learn how generative AI can elevate your ServiceNow app dev while you also avoid common pitfalls.
Sep 26, 2023•17 min•Season 1Ep. 5
In this follow-up discussion, Megan Harter and Sean Dawson map out how to drive business value with ServiceNow. Megan provides tips on stakeholder engagement, capturing pain points, and building roadmaps. She stresses the importance of flexibility—roadmaps can start small and evolve over time. Megan and Sean also discuss the pros and cons of in-person versus remote workshops when creating strategic alignment. Tune into this insightful discussion to learn how ServiceNow can help you realize busin...
Sep 14, 2023•12 min•Season 1Ep. 4
Join Megan Harter and Sean Dawson as they explore the art of ServiceNow roadmapping. Megan shares her expertise on developing strategic roadmaps focused on business outcomes, not just technology. Learn how to gain alignment, manage scope, and sequence workstreams when transforming service delivery. Discover tips for avoiding roadmap overwhelm and engaging stakeholders. Follow along with Megan and Sean to chart your course to ServiceNow success with strategic roadmapping. And stay tuned for Part ...
Sep 01, 2023•16 min•Season 1Ep. 4
Christine Morris joins Sean Dawson as they uncover the challenges of over-customized ServiceNow instances. Hear their insights on identifying when it's time for a “re-platform,” evaluating costs and funding options, handling legacy data, and establishing governance frameworks. Christine draws on her deep experience leading IT for global enterprises to provide practical strategies for unwinding customizations. Tune in to learn how to tap into ServiceNow's full potential by getting back to basics....
Aug 15, 2023•14 min•Season 1Ep. 3
Demystify application development in ServiceNow with Angie Williams and Sean Dawson. Hear them delve into the dynamics of overcoming technical debt and aligning digital strategies to business. They also discuss leveraging ServiceNow's potential to innovate and create customer applications, along with finding the balance between custom development and leveraging ServiceNow's capabilities. Tune in to illuminate your path towards innovation and seamless service delivery with application development...
Jul 28, 2023•19 min•Season 1Ep. 2
In this first episode of The Distillery, Stacey Fournier-Thibodaux shares her insights on the transformational impact of ServiceNow, underscoring the need for a clear vision, cost justification, and stakeholder engagement. Moving beyond IT, she advocates changing the perception of ServiceNow to a broader service management system and encourages continuous innovation. Tune in to learn how to leverage ServiceNow for efficient business solutions.
Jul 13, 2023•24 min•Season 1Ep. 1
