AWS for Software Companies Podcast

ServiceNow and AWS reveal how the DevOps Agent and MCP Server Console are turning incident response into a fast, autonomous, fully governed process.
Topics Include:
Govind Menon (ServiceNow) and Arun Jacob (AWS) discuss MCP and A2A strategy.
ServiceNow understands workflows; partners with AWS to power them with AI.
AI Control Tower governs and secures agent access to enterprise data.
MCP is the industry standard for how AI agents read and act.
Action Fabric spans A2A, REST APIs, and MCP for agentic work.
AWS DevOps Agent, built on Bedrock, resolves incidents through sub-agents.
Admin and operator access patterns integrate with Dynatrace, Datadog, Slack, GitHub.
Demo: ServiceNow incident automatically triggers DevOps Agent investigation and resolution.
DevOps Agent writes findings live back into the ServiceNow incident ticket.
ServiceNow champions capping MCP servers at 30 tools for performance.
MCP Server Console lets teams build scoped, use-case-specific tool servers.
NowAssist skills, Knowledge Graph, and REST APIs become MCP tools.
Live demo connects a 38-tool custom MCP server to DevOps Agent.
Role-based access ensures users only see their permitted MCP tools.
ServiceNow's autonomous ITOM agents point toward unsupervised future operations.

Participants:
Govind Menon – Head of MCP Product, ServiceNow
Arunsingh Jeyasingh Jacob – Senior Solution Architect - ISV, Amazon Web Services

See how Amazon Web Services gives you the freedom to migrate, innovate, and scale your software company at https://aws.amazon.com/isv/

Chief Strategy Officer Nick Reed unpacks the "architecture of trust," AI-native enterprise transformation, and why staying laser-focused on customer value is central to Bizzdesign's bold AI strategy.
Topics Include:
Bizzdesign: global enterprise transformation SaaS company with Dutch roots, founded 2000, Main Capital-backed
Customers include HSBC, Shell, KPMG, and Airbus globally
Bold 12-month strategy: acquired Mega International and Alfabet from Software AG
Acquisitions tripled revenue, created the first true end-to-end enterprise transformation suite
Bizzdesign’s 18-year recognition as a Gartner Magic Quadrant Leader in Enterprise Architecture
The launch of Bizzdesign Unify in April 2026, an AI-native transformation collaboration platform
Nick Reed's journey: enterprise software, customer value, M&A strategy, and AI-driven transformation
How Bizzdesign supports planning, design, and governance pillars across the transformation lifecycle
How Bizzdesign Unify complements existing enterprise architecture and portfolio management environments
Why Bizzdesign Unify is architecturally different: conversational AI-native experience, not traditional UI
AI acts as a co-worker, supporting transformation work and decisions through curated skills
New experience opens enterprise context to broader stakeholders
Bizzdesign Unify bridges the gap between messy whiteboards and governed enterprise data
Example walkthrough: mapping customer service transformation dependencies and impacts
Generative AI creates transformation scenarios grounded in enterprise context
Tech stack built on Amazon Bedrock, MCP clients, graph data
Balancing agentic AI and automation with human-in-the-loop accountability
"Architecture of trust": permissions, oversight, and decentralized control
Pricing shifts from seat-based to AI credit consumption model
Closing advice: stay laser-focused on core customer value creation

Participants:
Nick Reed – Chief Strategy Officer, Bizzdesign
Kamil Davidov – Sales Leader Israel ISV-BizApps, Amazon Web Services
Johan Broman – EMEA ISV Head of Solutions Architecture, Amazon Web Services

See how Amazon Web Services gives you the freedom to migrate, innovate, and scale your software company at https://aws.amazon.com/isv/

Omilia’s CTO shares their strategy on building AI that facilitates billions of calls and what it takes to win the next decade.
Topics Include:
Miguel Alava welcomes Marios Fakiolas, CTO of Omilia
Omilia has built production AI for over 20 years
Banking and telco clients demand speed and accuracy
Omilia builds its own agent framework and self-learning agents
Infrastructure and data matter more than any single model
Models are ships; Omilia's infrastructure is the permanent dock
AI is core infrastructure at Omilia, not an external API
Builders differ from orchestrators by owning bespoke models
Platform is a kitchen; models are ingredients for recipes
Omilia believes AI should be accessible, not just for elites
AI vendors split into camps by economics and scalability
Gen AI and ROI don't yet align well industry-wide
Small unaddressed pain points can quietly sink AI projects
Omilia revisits its offering using deep customer knowledge
Cost-efficient economics at billions of calls is Omilia's moat
Making AI work differs from making AI profitable
Bedrock enables fast prototyping and early customer feedback
Omilia moves to SageMaker AI to fully own its models
Marios praises the AWS team supporting Omilia daily
Speed round covers AI advocates, cloud, and adaptability ahead

Participants:
Marios Fakiolas – Chief Technical Officer, Omilia
Miguel Alava – EMEA ISV General Manager, Amazon Web Services

See how Amazon Web Services gives you the freedom to migrate, innovate, and scale your software company at https://aws.amazon.com/isv/

From alert to root cause in one minute - how PagerDuty built autonomous incident response on Amazon Bedrock, and the future of triage and trust.
Topics Include:
PagerDuty's agents must perform during 2am outages — stakes are high
Software shipping accelerated dramatically; production environments largely did not
A 9:30pm slowdown traced to a race condition solved two years earlier
The fix was documented — but the context wasn't at hand
PagerDuty Advance ships four agents: SRE, Scribe, Shift, Insights
Why four, not one? Focus and predictability in non-deterministic systems
Saurabh Shanbhag: Bedrock is far more than a model service
Zero data retention, PrivateLink, TLS — why enterprises pick Bedrock
Frontier models everywhere burns tokens; classify, route, distill, fine-tune
SRE agent triages alerts before you even join the call
One minute to root cause — context beat raw intelligence
Human surfaces versus machine surfaces: MCP and CLI move fastest
"The model eats the harness" — every upgrade invalidates foundational components
Feeding agents everything failed; compartmentalised investigation threads work better
New York Life's three stages of trust, and the seatbelt override that wasn't

Participants:
Tom Hogarty - Senior Director Product Management, PagerDuty
Saurabh Shanbhag – Sr Partner Solution Architect, Amazon Web Services

See how Amazon Web Services gives you the freedom to migrate, innovate, and scale your software company at https://aws.amazon.com/isv/

Domo and AWS reveal how AI agents freed sales reps from 20 hours of weekly busywork, turning scattered data into real-time coaching and forecasting.
Topics Include:
Domo and AWS teams introduce today's session on AI agents in sales.
Topic: using AI agents to transform sales operations, from insight to action.
IT teams increasingly asked to turn data into actionable outcomes, not just access.
Domo's CRO wanted AI agents to boost sales rep efficiency significantly.
Reps act like "archaeologists," digging through scattered systems for basic context.
This digging eats roughly 20 hours weekly, half of reps' time.
Goal: personal AI agent per rep, understanding their book of business.
Live demo begins: agent app surfaces urgent items needing attention.
Agent tracks deal milestones, timelines, and forecasts from call and email data.
"Deal coach" feature grades rep performance and suggests next actions.
Agent tone can be tuned from gentle to direct, aiding tough feedback.
Architecture overview begins: building an AI-ready data foundation first.
Data from CRM, calls, and emails flows into a cloud warehouse.
Two agents built: automated deal analysis and personalized deal coach.
Agents write insights back to CRM, preserving human edit control.
Recipe: build foundation, activate with agents, distribute to people.
Governance must be embedded throughout, not bolted on afterward.
Second example: Fogo do Chão uses AI to analyze restaurant reviews.
AWS architecture explained: Domo runs on Bedrock, defaulting to Anthropic models.
Q&A: sales team adoption was immediate and enthusiastic post-rollout.

Participants:
Jason Longhurst – Head of Product Marketing, Domo
Aman Tiwari - Sr Solutions Architect, ISV, Amazon Web Services

See how Amazon Web Services gives you the freedom to migrate, innovate, and scale your software company at https://aws.amazon.com/isv/