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 toolsReal-world use cases for troubleshooting and client supportKey features like custom prompts, multi-source capture, and secure session handlingWhere Lens sits on the spectrum between LLM and agentic AIThe potential (and limits) of AI in de-escalating and resolving support tickets fasterWhether 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.

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