Knowledge 2023
727 sessions
Panel: Driving Net Zero Transformation in Supply Chain
<p>With growing regulatory demand and public scrutiny, companies struggle to find ways to efficiently aggregate, analyze and report on emissions throughout their supply chain. Join this Think Big session to hear leaders discuss the recently launched “EY team’s Supply Chain ESG Data Monitor” offering that provides an agile, frictionless way to capture and report on Scope 3 emissions data. Additional emphasis will be placed on the offering’s ability to facilitate supplier standardizing, ESG performance management, and greater collaboration between suppliers and the risk management and procurement function. </p>
Enabling Integrated Risk Management with IRM+
<p>Much of your organization’s success hinges on the cohesiveness and alignment of its digital infrastructure. Those without connected data sources and aligned risk activities not only experience process redundancy but greater risk and compliance costs as well. </p> <p>To combat these issues, organizations are turning to integrated risk management (IRM). EY and ServiceNow take them a step further with IRM+, helping organizations drive risk management with automation and insights. Learn how Risk Management can enable a better user experience.</p>
Now on Now: Unlocking proactive self-service with Virtual Agent? AWESOME!
<p>Join us as we share our journey with ServiceNow® Virtual Agent, a powerful AI-driven tool that's helping us deliver frictionless, user-centric experiences. Learn Virtual Agent's key capabilities and features and how it's working, every day, for our employees and customers.</p>
Now on Now: Automating third-party library discovery and approvals (it's secure!)
<p>Managing third-party libraries in ServiceNow® used to be a hassle. In this session, see how we streamlined our approval process using an app we developed with App Engine, all on the Now Platform®. We’ll show you how we use the app to discover and approve third-party libraries (no more manual forms!) and find out how we created workflows to vet libraries for security and legal purposes. See how our legal, security, and engineering teams manage risk with ease and get an inside look at how this app helped our engineering team quickly address Log4J security vulnerability.</p>
ESG Regulations and your role in complying
<p>Regulations across the globe, including the EU Corporate Sustainability Reporting Directive, the EU Taxonomy regulation, and new SEC rulings in the U.S., are requiring companies to disclose audit-ready metrics, such as carbon emissions data and human capital indicators. Compliance with these regulations requires participation and accountability from leaders across the enterprise, including Finance, Legal, IT, HR, Risk, and others. Join this session to learn how ESG regulations are transforming the business landscape and what that means for your company.</p>
How the largest cancer center in the US achieved a digital-first IT culture
<p>Many businesses depend on proactive, digital IT services. But what if patients’ lives depend on them as well? Join us to learn about how MD Anderson Cancer Center took a digital-first approach to its IT transformation and established ServiceNow as the “EPIC” for IT operations. We’ll discuss how MD Anderson designed a ServiceNow Center of Excellence to lay the right foundation for launching and scaling ServiceNow as the digital backbone for operations across the center.</p>
Lab: Service Bridge: Reimagine the customer experience without costly integrations
<p>In this lab, you will learn the basic competencies to successfully deploy Service Bridge between provider and customer ServiceNow® instances. You will learn how to send proactive case alerts to a customer’s instance, define authorized users who can interact with the service, deploy a service request catalog with Remote Choice fields that read data directly from the provider’s instance, and integrate provider cases to customer incidents using Service Bridge’s Remote Task and Transform Framework. All of this is achieved without creating custom integrations or writing scripts.</p>
Centrica uses ServiceNow as the ‘platform of platforms’ for enterprise-wide DX
<p>After a decade of using ServiceNow®, Centrica recognized that its heavily customized platform was holding it back. By moving to OOTB capabilities in 2019, it future-proofed the platform as the foundation for enterprise-wide DX. To truly transform, Centrica leverages a ‘Digital Twin’ to support governance across People, Process and Technology, including setting clear ownership and KPIs. Join this session to hear how Centrica uses the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> to power the organization, including how virtual agent ‘Buddy’ has cut down request resolution times by 80% and delivered a 300% ROI in one year.</p>
The world works with ServiceNow – but be sure to use SPM correctly
How do you solve the "coordination problem" - a single strategy being delivered by multiple teams, each with their own favorite delivery methodology, without falling foul of unrecognized dependencies, hand offs, dissatisfaction, delays and unrealized benefits cases? Attend this session to learn how Centrica Plc is using the power of the ServiceNow®'s single data model, SPM's planning tools, and hyperautomation & low code tools to ensure that their world works as efficiently as possible.
Powering Lumen’s all-digital ordering experiences for SASE
<p>Demand for all-digital enterprise experiences is on the rise. With a highly distributed workforce, IT and security leaders need an ‘easy button’ for providing secure, high-performing access to any user, on any device, in virtually any location. Learn how Lumen is leveraging ServiceNow® to power its all-digital ordering experience for Secure Access Service Edge (SASE).</p>
Work outside-in starting with the customer - AI solutions creating a difference
Shell with ServiceNow® co-developed the first AI, resource allocation use case in the strategic portfolio management market. This capability is offered globally which provides simplified UX and $145k annual savings. With the Rome release, ServiceNow® launched this capability on the standard platform, based on this co-development for Resource Management. This capability aligns with Shell's vision and paves way for more AI implementations to solve business problems of the future.
Keynote: Knowledge Unscripted
<p>Join us for a game-changing keynote. We open with a special conversation, featuring The Right Honourable Jacinda Ardern, one of the world's most influential voices, as she shares powerful stories of leading with courage, empathy, and authenticity. Then—for the first time ever—you will have unparalleled access to our panel of ServiceNow experts – on stage and unscripted. Bring your burning questions, and make them bold, exciting, and challenging. Time to ignite new ideas and explore new possibilities together.</p>
Asset Management beyond IT: What to do about all your business assets
The technology we use in our daily work is critical to getting the job done and managing those assets is always a top priority. Yet outside of hardware, software, and cloud services, there’s another type of asset that still needs to be managed and optimized – everything else! In this session, discover how ServiceNow® Enterprise Asset Management (EAM) can help you manage your enterprise assets for complete visibility at scale at every stage of the asset lifecycle, from planning to disposal. If your goal is to maximize the return on your business assets, this is the session for you!
Meet your customers where they are to improve the enterprise buying experience
<p>In today’s challenging environment, Tech companies are laser focused in creating incremental revenue. Join this session to learn how Insight, a leading technology solutions integrator is leveraging Service Bridge to publish product catalogs and make popular products available right in their customers service catalogs. This is a win-win, as many of Insight’s enterprise and government customers already use the ServiceNow® employee portal and service catalog to drive internal self-service and now they can provide a superior experience for end users and reduce swivel chair for enterprise IT and procurement.</p>
Roundtable: The art & science of leading successful implementation projects
<p>This round table which will focus on the critical 'must-knows' to drive a successful implementation project, across ServiceNow® products. Join this moderated discussion on leading a successful implementations for ITSM, CSM, HRSD, managing a platform strategy or governing customization in implementation.</p>
Lab: Empower managers to better support employees with Manager Hub
ServiceNow® Manager Hub is a purpose-built solution to enable people leaders with the resources and team insights needed to support their employees and teams effectively. Attend this hands-on lab and learn how you can leverage this solution to help your managers thrive. The lab will cover some the following key capabilities: • Get a view into teams journeys, team stats, pending learnings, and important dates • Enable managers to receive notifications and take action on employee tasks and requests • Access curated content for managers, announcements, and development resources in a single place
The unbeatable power of Service Operations (ITSM + ITOM)
Looking to expand the technology services you offer while reducing costs? The answer is Service Operations. In this session, learn how you can achieve Service Operations by unifying ITSM and ITOM on a single platform. The session will highlight additional benefits of bridging these solutions across your organization including: delivering extraordinary employee experiences, resiliency, and productivity and developing technology best practices with optimized, efficient processes.
What can Agent based Discovery do for me?
<p>Learn about the latest agent-based (ACC-V) solution for the Now Platform and how you can use that for an effective population of your CMDB.</p> <p>Agent Client Collector Visibility will provide reliable and scalable discovery of End User Computing devices and Server Discovery in the Datacenter while removing security-related implementation roadblocks along with solving software usage visibility.</p> <p>Session includes Agent vs Agent Based Discovery, Agent Client Collector Architecture, and Deployment of the agent</p>
RiseUp with ServiceNow: Skilling 1M+ people on the ServiceNow platform
<p>90% of organizations will be affected by digital transformation related IT skills shortages, costing $6.5 trillion globally. Talent transformation is key to your digital transformation; nearly 90% link skills transformation with their ability to realize company strategy, performance, and reputation. Companies who put the right training in place are happier and more likely to maximize meet their digital transformation goals. Hear about ServiceNow® plans to close the skills gap by skilling 1M people on the platform by the end of 2024.</p>
How Infor is accelerating their CSM implementation with ServiceNow Impact
<p>Are you kicking off a complex implementation? Learn how Infor is using ServiceNow® Impact to accelerate and simplify the journey. Infor is expanding ServiceNow across the enterprise, and the first step is implementing Customer Service Management. Through ServiceNow Impact, they are leveraging recommended training, increasing their internal expertise, and leaning into a broad network of experts to validate design decisions. ServiceNow Impact is also de-risking the implementation by future-proofing decisions—helping them clearly align to their future vision for CSM, not just their needs today.</p>
Learn how Zurich elevated employee experiences with Employee Center Pro
Zurich’s HR environment is distributed--multiple points of entry and different systems that aren’t integrated. The company implemented Employee Center Pro globally, configured for business units. Zurich linked directly to processes in the on-premise core HR system, have single-click access to frequently used applications and activities, consolidated manager tasks and view knowledge content grouped by topic. Viewing a pay slip, requesting time off, checking a policy or approving manager tasks has never been easier. Performance Analytics Dashboards provides insight to measure and share success metrics.
The power of digital workflow and Document Intelligence for better operational cost efficiency
<p style=""><span style="font-size: 10.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);"><span style="font-size: 11.0pt;">Extending the power of hyperautomation to reimagine and transform what’s possible with ServiceNow</span></span></span></span><span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span><span style="font-size: 10.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);"><span style="font-size: 11.0pt;"> automations gives us the speed to deploy innovation not in months but in weeks.</span></span></span></span></p> <p style=""><span style="font-size: 10.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);"><span style="font-size: 11.0pt;">Join this session to learn more about how Orange Business uses the power of ServiceNow</span></span></span></span><span style="font-size: 10.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);"><span style="font-size: 11.0pt;"> Document Intelligence to assist touchless invoice processing from diverse sources to auto-approve or reject invoice payments, while automating the end-to-end value chain to integrate faster, monitor performance, and contribute time savings.</span></span></span></span></p>
How AT&T OE&A and Apex Systems drives value faster using Scaled Agile Framework
AT&T Operations, Engineering and Automation (OE&A) is challenged to drive more value with less resources. AT&T partnered with Apex Systems to transform Service Assurance and Service Delivery value streams implementing ServiceNow®’s Scaled Agile Framework (SAFe) solution. The session will review the challenges throughout our SAFe journey working with leadership, internal partners, and managing organizational change. AT&T launched 8 ARTs and achieved 42M in cost savings and reduced 750k hours of productivity hours. The journey continues in 2023 to mature our value streams using Strategic Planning.
Now on Now: How we discover, prioritize, implement, and measure automation
<p>Our Automation Center of Excellence (ACoE) is the engine that drives long-term automation success at ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>. In this session, we’ll share our ACoE vision, strategy, org structure, and governance model, then we’ll dive into our automation pipeline and how we run it day-to-day. See how each phase of our automation lifecycle works as we answer questions like: How do we discover opportunities to automate? How do we prioritize these opportunities? How do different ServiceNow teams measure automation success? We’ll share how automation flows, from ideation to implementation to measuring ROI.</p>
Now on Now: Maximizing value through AI-powered search
<p>What exactly is AI search? And how has it helped us transform our critical digital properties into more indexed content and stronger search results? We’ll show you how AI is helping us find what we need when we need it, leading to more productive employees, partners, and customers. We’re share our best practices to help you on your AI search journey.</p>
Now on Now: How security compliance engineers calm chaos using ServiceNow
<p>ServiceNow®’s security compliance program is trusted to make the world work better for everyone. This session will review how ServiceNow applys engineering principles to run security compliance. See how we reduced manual work, streamlined reporting, and improved our employee experience using our very own Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> and products, SPM, PPM, and Agile. Get a peek into how we run our control monitoring and engineering for cloud systems, manage projects, and develop applications while meeting the demand of scaling to $16 billion and beyond.</p>
Now on Now: Enabling zero trust to keep our digital services secure
<p>For Zero Trust to work, we needed to build workflows across our security and IT operations teams. In this session, learn how ServiceNow® evolved our digital transformation journey to modernize our endpoint protection. We'll share our better-together strategy with powerful workflows across ITOM, ITSM, Vulnerability Response, and multiple third-party security solutions to accomplish Zero Trust throughout our fully digitized environment. We'll discuss how we're supporting our 20,000+ employees and highlight our workflows and share our best practices for endpoint security using ServiceNow. </p>
Now on Now: Skill up on the go! Why 70% of ServiceNow employees learn with frED
<p>Built on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> and accessible via our employee portal and mobile, frED (a nod to our founder, Fred Luddy) centralizes our internally developed and externally sourced learning content in one place. In this session, learn how this one-stop shop makes personalized learning available at our fingertips. Hear how 70% of ServiceNow® employees are building skills to do our best work today while preparing for future roles. frED learns and recommends content based on preferences and learning history…and our Global People, Digital Technology, Product, and Enablement teams came together to make it happen.</p>
Now on Now: How we're digitally transforming compliance, ethics, and risk
<p>In this session, ServiceNow® cross-disciplinary ethics, legal, and compliance experts will cover how we digitally transformed our compliance and ethics processes. We’ll talk about our journey, the highs, the lows, and the lessons we’ve learned. You’ll find out about the innovative way we’ve reimagined our workflows to lead to the efficiencies, compliance benefits, and business outcomes we’re enjoying thanks to GRC and the ServiceNow® Platform, and how we’re enjoying the work that much more. The session will include a sneak peek at what’s up next on the ServiceNow adoption journey.</p>
Now on Now: Building a truly revolutionary employee experience
<p>Our People Pact helps each of our employees do their best work, live their best lives, and fulfill our purpose together. ServiceNow® is using our own technology to innovate and scale, strengthening our culture to foster the most inclusive experience, and leveraging AI and automation to help us be even more effective every day. Thanks to process automation, our Nowbot and mobile capabilities, and our new employee development toolkit (including our new learning platform and peer-to-peer recognition tool), we’re nurturing our employees and managers to take their own growth to astounding new heights.</p>
Now on Now: How we build ServiceNow's digital businesses on the Now Platform
<p>At ServiceNow®, we build workflows to help people get their work done. But did you know we also build digital businesses and maximize digital revenues on top of our very own Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>? In this session, hear about the massive opportunity and benefits we realized building out new business models and revenue streams on the platform. We’ll walk you through how we did it: Our experiences, successes, and the challenges we overcame developing Now Support, ServiceNow Impact, and Now Learning. See how we generate top-line revenue (not just bottom-line operational efficiency) using ServiceNow. </p>
Now on Now: Migrating bots to ServiceNow RPA Hub - a practitioner's guide
<p>Bots are powerful. But bots are even more powerful when they're integrated into the Now Platform®. In this session, hear how we migrated 50+ bots (built using a third-party RPA tool) to our Robotic Process Automation (RPA) Hub. See how automating workflows helps us reap technical, operational, and financial benefits. We’ll also share our story using RPA and low-code workflow automation within our CPQ system to accelerate sales cycles and refocus developers on high-value work. Learn how the newest addition to our Automation Engine suite of products enables end-to-end automation across ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>.</p>
Now on Now: How we're accelerating revenue through workflow hyperautomation
<p>How do you map hyperautomation to your enterprise’s needs—and make sure you're minimizing employee drudgery and maximizing business value? We’ll share our own integrated framework for hyperautomation including how we're using Process Optimization, Automation Engine with RPA Hub, low-code strategy and other top use cases we've implemented so far across finance, risk and compliance, and sales. You'll see how AI and ML on the Now Platform® adds up to huge efficiencies, stronger engagement, happier employees, and a great way to elevate total experience (TX).</p>
Now on Now: Enabling Citizen Developers & protecting the keys to the coding kingdom
<p>Forget flying cars, we’ve got something even cooler. Thanks to our citizen developer program and low-code toolset, our people can build brand new apps in minutes. See how we’re turning everyday employees into citizen developers and taking our CD program to the next level by giving our people what they need to build apps right away. No coding experience? No problem. We’re safely creating new apps and unlocking innovation and productivity. Join us for this informal panel discussion with our program leads and CDs themselves. Solving the global developer shortage or maintaining code quality? YES!</p>
Now on Now: How we built our C-suite Dashboards
<p>At ServiceNow®, our leaders use C-suite Dashboards as digital control towers to help them make decisions. Curious about how we built them? In this session, we’ll show you how we did it using our own Now Platform® and products. You’ll get a technical deep dive into how we constructed the CEO, CIO, CHRO, and GC Dashboards, step-by-step. See what’s underneath the hood and benefit from interactive demos of each dashboard. You’ll leave with a foundational understanding of how we constructed the dashboards on the Next Experience using Performance Analytics, Process Optimization, and UI Builder.</p>
Now on Now: How data changed the way we run legal, ethics, compliance, & risk
<p>Budget squeezes and ever-changing regulations are challenging legal, ethics, compliance, and risk teams. In this session, join a powerhouse of ServiceNow executives to learn how data has transformed how we respond, run, and scale ServiceNow. Hear how we teamed up with analytics to build and use our GC Dashboard, privacy app, Enterprise Risk Dashboard, and CISO Dashboard to boost visibility and agility so we stay compliant while doing more with less. See how we go from insight to action and learn about our journey from reactive to proactive. Find out how data has become a complete game-changer.</p>
Now on Now: The future called and wants its employee portal back
<p>Not only have we reimagined the employee portal, we now know who’s engaging with it, how often, for how long, and which of our communications are making the biggest impact. Our Digital Employee experience team will discuss how User Experience Analytics helps us understand what content and functionality is resonating, what’s being ignored, and what features are absolute rockstars. We’ll show you how we’re using this insight and intelligence to build the next employee portal to drive stronger engagement and enable our employees to connect, grow, and do their best work, even more seamlessly.</p>
Now on Now: How we're scaling faster with a "clean core" ERP
<p>It can be tough to wrangle the speed, scalability, and cost savings you need out of an ERP system, but we've cracked the code. Join us to learn about our "clean core" ERP and how we're using our own Finance & Supply Chain and Creator Workflows to deliver on key business outcomes and lay the foundation for a shift toward Global Business Services (GBS). We'll share our guiding principles and top use cases.</p>
Now on Now: How we reduced software spend by automating our license reclamation
Keeping track of software licensing and optimizing spend doesn't have to be manual. In this session, we’ll share how we reduced our spend on software asset management using a powerful combination of our very own products: The Now Platform®, IT Asset Management (ITAM), and Software Asset Management (SAM). We’ll walk you through our experience automating what used to be a manual software license reclamation process. Get insight into how we use dashboards and scorecards to set goals, track our progress, and measure the dollar-for-dollar value we realize from automation.
Now on Now: Maximizing business outcomes using Strategic Planning
<p>To scale our business even more effectively, we needed a solution to effectively plan, communicate, and track how we’re delivering on our highest value work to achieve stronger business outcomes. Our Strategic Planning application (formerly APW) enables us to focus our planning by aligning our work with a set of strategic, measurable goals while visualizing cross-functional plans through different perspectives. This provides us with full transparency and flexibility in prioritizing and sharing common strategic goals with various stakeholders, all from a single platform.</p>
Now on Now: How we migrated to S/4HANA in 8 months
<p>SAP S/4HANA upgrades can take years. But they don't have to. Here at ServiceNow®, we completed an upgrade from ECC to S/4HANA in only eight months—and we're here to tell you how we did it. Learn about our "clean core" ERP, migration process, integrations and custom objects, and approach to change management.</p>
Now on Now: How we saved $167M and 1.2M hours via enterprise-wide self-service
<p>In 2023, employees and customers expect frictionless self-service experiences at scale. In this session, we'll share how we're not only meeting this demand but also driving costs way down while saving precious time. Hear how we saved $167M and 1.2M hours by developing a single self-service framework to keep both employees and customers helping themselves. Get a peek into the CIO Dashboard that tracks our self-service initiatives and value. See how it lets us measure the impact of self-service and forecast future benefits. Join us to hear about our self-service evolution and lessons learned.</p>
Now on Now: Delivering ridiculously simple customer service & experiences at scale
<p>With a 99% renewal rate and a 26% increase in subscription revenue, the demand for world-class customer support is exploding. In this session, we’ll share how we’re responding by maximizing the value of our own product, ServiceNow® CSM. Learn how Now Support is unlocking new capabilities, with fewer customizations and less engineering time. Get a glimpse into how we’re developing automations to work smarter, not harder. The result? A faster time to market, better customer experiences, and a 9.1 CSAT. We’ll share our crawl, walk, run, then fly approach as we run the race to drive value faster.</p>
Now on Now: Minimizing our IT costs while maximizing user experience
<p>Has AIOps become a myth or reality for your organization? Manual, repetitive, reactive work driving low CSAT? Too many outages? No service level visibility? In this session, join us to learn how ServiceNow®'s Digital Technology operations team used the Now Platform® to cross the line from myth to reality. See how AI capabilities combined with Agent Client Collector are transforming our global operations management to a predictive, self-healing state. Come learn about our journey and evolution that the Now Platform<span style="font-size: 12.0pt;">™</span> continues to power.</p>
Now on Now: How we scaled our Cloud and SaaS operations using the Now Platform
<p>Do you know how ServiceNow®’s Digital Technologies (DT) team manages multiple public cloud deployments securely while optimizing spend? In this session, learn how our DT operations team partners with our information security team to deliver actionable insights and eliminate blind spots. From automated provisioning to day-two operations and ongoing management, we are leveraging the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>. You’ll walk away with a deeper understanding of how we use the Now Platform to support our ever-evolving, cross-functional, and multi-cloud/SaaS operations under one umbrella.</p>
Now on Now: Run the company with C-suite and leadership dashboards
<p>At ServiceNow®, we created a management system to run the company and ensure daily operations align with company priorities. Find out how the CEO, CIO, CCO, CHRO, GC, and other CXO Dashboards, department workspaces, process mining, and process dashboards connect together to provide alignment, transparency, and accountability in our daily operations.</p>
Now on Now: Prospering in a flexible and inclusive work environment
<p>Find out how we’re transforming our business to be more prepared for whatever comes next. We'll share our challenges and successes moving from an office-based culture to a flexible work environment while maximizing employee productivity. How? By meeting our people where they are, fulfilling our purpose together, and doing our best work. We’re optimizing our workplaces, processes, and resources, using our own technology to run our business more efficiently. Net result: Minimizing our environmental impact while improving our culture, increasing diversity, and growing our bottom line.</p>
Now on Now: How we’ve successfully scaled IRM and BCM across ServiceNow
<p>Learn how we’ve leveraged the power of the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> to transform our connected view of risk across the enterprise. Using ServiceNow® Integrated Risk Management (IRM) including Business Continuity Management (BCM), we dropped the spreadsheets and modernized our approach to risk management and compliance workflows. We'll share the steps of our journey and how IRM helped us effectively collaborate with legal, DT, security, audit, SOX, and ESG, and how we're now a more resilient, smarter enterprise, making stronger risk-based decisions, along with the overall value we've realized.</p>
Now on Now: How we made our internal clients love legal
<p>Legal Service Delivery (LSD) is a transformative legal workflow application that gives us a front door into our Legal Operations. Streamlining and simplifying our everyday legal work, it offers real-time reporting so we can make more informed decisions and deliver exceptional client service and efficiency by routing the right work to the right people at the right time. Whether you're a shared service leader, a ServiceNow® platform owner, or a legal ops team member, join us as we share best practices and intel from our transformation journey, empowering us run our legal teams like a business.</p>
Now on Now: Amp-up with process mining
<p>To truly amp-up processes across your entire company, you need more than just process mining. You need a management system. In this session, learn about the system we use every day at ServiceNow® to identify process inefficiencies and turn them into opportunities. The session will dive into four key components that make up our management system: Workflow KPIs, process mining, Continual Improvement Management (CIM), and Process Automation. Learn how we set up the conditions for success to orchestrate 900+ digitized business processes across the enterprise.</p>
Now on Now: Enable, simplify, and equip to make developers productive and happy!
<p>Happy and productive developers are critical to delivering enterprise-grade software. Here at ServiceNow, we deliver an excellent developer experience by focusing on three things: enable, simplify, equip. Join us to hear about the strategies we're using to empower developers, streamline processes, build secure code, and govern the complete software delivery lifecycle using the Now Platform.</p>
Now on Now: Let your IR team sleep! How we simplified major incident response
<p>When a major security crisis hits, frazzled security teams tend to forget existing processes or invent new ones on the fly. In this session, hear how we use the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> and ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> products to drive consistent, cross-functional, and effective responses in the eye of the storm. Find out how we track and resolve major security incidents faster and with less human intervention using our own Major Security Incident Management (MSIM) module. From dedicated workspaces to automated workflows, insights, and reporting, see how we transformed how we work to protect our house and our customers.</p>
Now on Now: Let's "Chat" about kickstarting Generative AI on the Now Platform
<p>Join us for a hot-off-the-press session about how we use Generative AI (Gen-AI) within ServiceNow using the Now Platform®. We'll walk you through how this groundbreaking technology is transforming our work. Hear what you need to launch Gen-AI experiments and NextGen experiences from scratch as our leaders share how we've integrated Gen-AI into our existing infrastructure to unlock its potential for innovation and creativity. You'll walk away knowing a lot more about Generative AI and the practical steps to implement it. Don't miss out on this finger on the pulse session, practically ripped from the headlines! </p>
How Spotify innovates faster with Observability
<p style=""><span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);"><span style="color: rgb(3,45,66);">Spotify, the world’s largest audio-streaming platform, powers over 500 million creators and subscribers. They wanted to evolve their technology to help engineers build more, faster, while also making sure the platform runs smoothly. Mapping between disparate services was critical for growth. Growing scale and growing data volumes required a solution that could scale with Spotify. In this session Laurén Muhlhauser will share success stories about how ServiceNow Cloud Observability and distributed tracing enables Spotify to innovate faster and massively reduce MTTR.</span></span></span></span></p> <p style=""> </p>
Transforming the order management process in CPG manufacturing
<p>Manufacturers around the world struggle with order management – leading to revenue leakage and unsatisfied customers and partners. In this session, discover how Kraft Heinz is leveraging ServiceNow to streamline their order entry process to make faster and more accurate. Our partner Genpact will describe how the journey with Kraft Heinz began, their wins so far and the road ahead.</p>
Reinventing MSPs' mobile management: Discover the power of ZTM & ServiceNow
<p>Zero Touch Mobility by Samsung SDS provides Managed Service Providers (MSPs) with an innovative scoped application for ServiceNow® to help its customers address mobility management challenges, from dealing with multiple EMM, enrollment, device procurement/fulfillment, and cellular carrier platforms, to constant swivel chairing between systems that manage logistics and security. Join Samsung SDS and Hyperion to understand how ZTM connects the mobile ecosystem into ServiceNow, simplifying the mobile device lifecycle management and enabling truly Zero Touch Mobility regardless of OEM or OS.</p>
Lab: Building a subscription management flow with Flow Designer
Subscription Management is more than just a report, it's a way of working. Join this hands-on lab to learn how to use Flow Designer to build a powerful workflow to actively manage all of your ServiceNow® subscriptions.
UX: Transforming the IT customer service experience for the NHS in England
<p>Great experiences drive great outcomes in patient care – particularly in the NHS in England. Hear about the digital transformation of their customer service solutions for extremely important NHS facing IT services including the UK's biggest health website, NHS App, cancer screening, electronic prescriptions, and other services which help the NHS deliver and improve care services. Also, learn how NHS England invests in ongoing user research with their partners and colleagues to understand user needs and continually improve their services.</p>
Unlock the automation potential of PowerShell in Flow Designer
<p>Have you ever needed to run a PowerShell command to get a key data point for your ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> Flow / Automation? If so, this session will explore the possibilities of what can be scripted and automated by leveraging the PowerShell Step / Action in Flow Designer. We will cover requisite requirements, best practices, and data organization techniques to ensure proper automation. Through the session, we will work through a fictional automation, developing simple PowerShell commands to fulfill an automation leveraging Flow Designer.</p>
IT leaders champion ESG: You can too
<p>In this Think Big panel session, IT leaders will share strategies for greening your organization’s technology footprint from electricity, to consumption, to e-waste, and how they are planning for climate-related disruptions along with best practices for supporting enterprise-wide sustainability and ESG aspirations.</p>
Running and maturing your ESG program with ServiceNow ESG Command Center
<p>According to IDC, the majority of surveyed organizations are looking to invest in technology to advance their ESG agendas. But many don't know where to begin or how to advance their programs. Attend this session to learn how to get started with ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> ESG Management, a key component of ServiceNow® ESG Command Center solution, and how these products and solutions can support your ESG maturity journey.</p>
Panel: Automated order to cash: The growth potential in enterprise
<p>Happy customers start with a good ordering experience. The success of order fulfillment and delivery depends on fulfillment agents and service technicians having the right information, at the right time. Join this session and hear how customers are using ServiceNow® Order Management to drive automation across the entire order to cash lifecycle to launch products and services faster, accelerate time to market, and deliver better service experiences.</p>
Product Roadmap: Embracing a growth mindset with Order Management
<p>Join this session to get a behind-the-scenes look at the Order Management roadmap to flawless service delivery. Hear from product and strategy leaders for an interactive discussion on our release plans for 2023 and beyond.</p>
Lab: Optimize cloud resources with ServiceNow Cloud Insights
Take a tour of ServiceNow® Cloud Insights in this introductory hands-on lab. Understand the key features needed to govern and optimize your organization's public cloud spend. Explore spend analytics and forecasting capabilities. Learn how to rightsize resources, automate business hour scheduling and set up budgets to control costs. This ITAM product provides advanced workflows to streamline cloud management across AWS, Azure and GCP.
AI research trends that matter
<p>In this session presented by ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">® </span></span>Research, we will dig into the biggest trends in current AI research that you should know and understand, including: Foundation Models, Generative Interactive Models (such as ChatGPT and GitHub CoPilot), the growth in Compute, and how this research is going to change the way we have to think about how the world works. We will also cover the related state-of-the-art research pioneered by ServiceNow Research.</p>
Lab: Green your IT footprint with ServiceNow
<p>In the past year, sustainable IT has been brought to the forefront of IT organizations as the next big automation and transformation objective. In this lab, learn how to use ServiceNow® ITAM, ESG Management, and the power of the ServiceNow Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> for the following use cases:</p> <ul> <li>Greening IT by reducing e-waste</li> <li>Reducing emissions by minimizing IT energy usage</li> <li>Achieving your net zero goals by tracking and reducing carbon emissions across the IT infrastructure</li> <li>Donate your assets for educational and nonprofit use </li> </ul>
Lab: Digital Portfolio Management for ITSM
<p>Use a single IT cloud platform for a shared understanding and view of infrastructure and services. This lab demonstrates Digital Portfolio Management (DPM) as a unified workspace that allows owners to holistically view and collectively manage their services, apps and products through their full lifecycles.</p>
Lab: Common Service Data Model - Are you ready
<p>The Common Service Data Model or CSDM is a powerful tool to get the most out of your CMDB, however many organizations are worried it's too time consuming to start. In this lab, you'll learn about the benefits of a CSDM and more importantly, best practices and tips and tricks for getting started. After this lab, you'll have the confidence in a CSDM for your organization.</p>
Creating an inclusive workplace
<p>Join this Think Big session to learn how technology can be used as an agent for inclusivity in the workforce, explore the benefits and challenges to implementation, and strategies to create a more dynamic and accessible platform.</p>
Total CSDM readiness in just 5 weeks
Attend this session to hear an overview of approaches to improve your CMDB and review the transformation of a major Baltimore-based global investment firm. Learn how to execute action plans to move from a legacy CMDB data model to CSDM 4.0. Customizations can cost time and resources with each ServiceNow® upgrade and limit your ability to take advantage of new features. With the launch of ServiceNow's CSDM 4.0, you can see how to take a step back, discuss ways to remove customization, and utilize the new out-of-the-box functionality ServiceNow is offering, all in just 5 weeks.
Fortune 1000 leadership playbook for service reliability
Learn how to move IT teams from defense to offense with a focus on Service Reliability. The areas of IT Operations, Service Management and Security Operations are poised for unique areas of growth that will make or break your front line. IT is the tip of the spear and must have a clear path for rapid transformation now, not later. Hear what Sean McDermott, member of the Forbes Tech Council and CEO of Windward Consulting, has been teaching thousands of IT leaders so they could make their big move to offense.
Product Roadmap: Simplify procurement with Source-to-Pay Operations
<p style=""><span style="font-size: 10.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);"><span style="font-size: 11.0pt;">Automate workflows across your entire source-to-pay process with Finance and Supply Chain Workflows for Source-to-Pay Operations. Streamline work for procurement teams while helping employees and suppliers self-service common requests that drive down productivity. Leverage existing data and source systems to quickly digitize and automate manual processes, reducing email-based work so you can increase visibility and process control. Handle more requests with existing resources and hit procurement goals, like sourcing from more sustainable suppliers, reducing risk, and reducing spend.</span></span></span></span></p> <p> </p>
Product Roadmap: Introducing Accounts Payable Operations
<p>Discover Accounts Payable Operations, the latest product release within Finance and Supply Chain Workflows. Learn how ServiceNow is bringing the power of our platform to help streamline, automate, and simplify the work of paying your vendors and suppliers. Hear how you can take advantage of AI to drastically reduce email-based workloads like invoice capture, status requests, and exception handling. Hear the capabilities, strategy, and roadmap for this powerful new workflow.</p>
Spotlight Keynote: Say YES to transforming finance AND supply chain processes
<p>Reimagine how work gets done in the business-critical processes that span finance and supply chain organizations. Hear how customers and ServiceNow® are leveraging ServiceNow's newest product category which connects people, processes, and systems to create a single environment across finance and supply chain to get work done. Learn how to modernize ERP-centric business processes with hyperautomation to increase employee efficiency and remove the routine, mundane tasks that frustrate your team. Transform what's possible with your existing systems of record while deploying the latest innovations in as little as 11 weeks.</p>
Unleashing the power of ServiceNow CMDB: Energy Queensland success story
Interested in designing a world-class CMDB on ServiceNow®? Learn how Energy Queensland successfully designed and implemented over 1,400 individual services (Business/Technical/Application Service Offerings) aligned with ServiceNow's CSDM, a leading practice framework, and see how this helped improve data accuracy, enhanced service management experience, and improved information security and operations. Gain insights into the challenges faced and the lessons learned, as well as key takeaways for approaching your own CMDB project.
Panel: Grow the next-generation workplace: Digitized, automated, and integrated
<p>Imagine—no, reimagine!—a whole new way to experience your workplace daily. Follow Accenture’s journey of transformation. In this Think Big panel session, attendees will get the inside story of how Accenture built an integrated workplace management system of the future to support a fully digitized workplace. Attendees will take away valuable lessons learned from Accenture’s experience, and gain insights for leveraging ServiceNow®’s Workplace Service Delivery solution to transform everything from capacity planning and space management to how employees reserve a conference room and access enterprise services.</p>
How Accenture is accelerating value with ServiceNow Impact
<p>Learn how Accenture has been using ServiceNow® Impact to accelerate their own journey on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> over the last year. By recommending content, tools, and expertise that clearly align with their strategic priorities, ServiceNow Impact has moved the needle on Accenture’s platform health KPIs. With this strong foundation, Accenture is shifting into the next phase of its maturity on the Now Platform—the ability to measure the value realized from their ServiceNow investment—with ServiceNow Impact at the core.</p>
Learn how Pfizer elevates the people experience with global digital onboarding
<p>Discover how to transform the onboarding experience, impacting people on a global scale. In this session, Pfizer explores how teaming with Accenture and a broad group of HR/IT stakeholders from across the enterprise was key to reimagining the global onboarding process. Attendees will hear how Pfizer leveraged the ServiceNow® Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> to build a new portal for pre-hires, as well as an employee portal for new hires, hiring managers and onboarding associates. Learn how the team identified digital enablers for a comprehensive global process across 85 countries and 12 languages.</p>
Accenture's approach to a modernized, centralized, integrated ITAM solution
<p>In this session, Accenture’s ITAM experts will discuss how Accenture transformed from decentralized asset management to a global integrated ITAM solution managing hardware, software and workplace assets totaling over 4.1 million assets. Attendees will get insights as to how Accenture utilized ServiceNow® along with its own industry leaders to achieve over 15% in cost savings to achieve a self-funding transformation that returns long-term operational value.</p>
Panel: Stand out from the MSP crowd with ServiceNow
To attract and retain customers, Managed Service Providers (MSPs) must focus on not just meeting but exceeding expectations and provide consumer-like experiences. Yet internal teams are often siloed, making it difficult to provide informed and responsive service. Should you focus on meeting your customer's expectations to grow your business, or invest in innovative new services to increase your profit? YES! Join this panel to learn how ServiceNow® helps MSPs provide incremental value with a holistic integrated experience, without sacrificing profit.
ACL's counter part: The new friend AKA Data Filtration
<p>Data filtration uses a deny-based model to control access to records where as ACL is an allow-based model. Confused? Don't worry we are here to help. Join this hands-on lab-based session to learn about one of the most fascinating features of the Tokyo Release, i.e. Data Filtration. This session will give you basic understanding about data filtration and how it gels with ACLs including: - Adding another arrow in your platform security arsenal - Taking the first step of achieving data separation without having a domain-separated instance - When to use data filtration and when to use ACLs.</p>
From local to global: Build your global presence with the ServiceNow Community
Building your global network is essential. Learn from Dhruv Gupta and Ashutosh Munot, ServiceNow® MVPS, on how they drove value in building their careers by prioritizing expanding their global network with the ServiceNow Community. From collaborating with people across the globe to increasing job opportunities, they will share their best practices and learnings they've built throughout their journey.
Using enterprise asset management to drive business optimization and cost savings
<p>Efficiently managing enterprise assets is fundamental to driving business optimization, cost savings, and risk mitigation. Yet many organizations are challenged with redundant point systems and siloed processes that limit asset visibility and compromise data quality. ServiceNow®, Accenture, and Amgen discuss how to transform from decentralized asset management to a data-harmonized, automated enterprise asset management platform. Learn how using this approach can deliver potential cost savings of 15–20% to achieve a self-funding transformation that returns long-term operational value.</p>
Roundtable: How to maximize effectiveness of your workforce during a downturn
During economic headwinds, companies need to unlock additional workforce productivity to increase overall effectiveness, exceed stakeholder expectations, and drive bottom-line performance or risk being left behind. Join this session as Deloitte leaders delve into: - How organizations can respond to some of the major workforces and workplace trends they will face over the next few years - How technology can be an enabler for organization agility and preparedness
Lab: Unleashing the power of Predictive AIOps within your organization
<p>The term AIOps has been watered-down across the industry as a generic term. In this lab, experience how ServiceNow<span style="font-size: 12.0pt;">®</span> helps you be more predictive with AIOps. Learn how Event Management reduces noise, why Health Log Analytics provides unique analysis that requires less, not more, data scientists, and how reduce handoffs between ITOM and ITSM teams with Service Operations Workspace.</p>
Demystifying the digital twin for Public Sector
<p>Process mining-based digital twins represent the future of Government. Simply put, a digital twin is a digital representation of a real-world entity of systems. In this session, hear a dive deep into process mining use cases in government. The session will also illuminate examples of process digital twins in procurement to combat issues like rogue purchasing and improper payments. Attend to learn how to supercharge your low-code workflows on ServiceNow<span style="font-size: 12.0pt;">®</span>. </p>
Panel: Exploring the benefits and challenges of cloud identity in modern enterprises
<p>Join this Think Big panel discussion and hear Identity and Access Management (IAM) experts discuss the benefits and challenges of achieving a secure cloud environment. Panelists will share best practices for setting up and maintaining IAM strategies for addressing common pitfalls and roadblocks, as well as insights into the latest trends in this rapidly evolving field.</p>
AI empowered customer service: The roadmap…the pitfalls
<p>Artificial intelligence (AI) is radically redefining the way companies deliver customer support to internal and external customers. Whether it is resolving IT issues previously handled through email and phone call by a Service Desk or delivering 24/7 online support for consumers across various industries, chatbots and other AI enabled technology are emerging as the preferred channels for customer support. Attend this session to learn present, leading practices and examples of how ServiceNow® Virtual Agent has been leveraged to deliver an optimal customer support and service experience.</p>
Roundtable: Make CSDM 4.0 a strategic priority - The Why, How, & Why Now?
<p>As infrastructure continues to rapidly evolve, due in part to the increasing complexity of cloud technologies and AI LLM's/AIOps, the need to have an accurate and complete CMDB is even more critical. However, many people ask, "Where do I even begin? Why is this important? What are the best practices? Why is this important now?" In this session, we'll cover the necessary governance, data management standards, and conduct a deep dive into CSDM 4.0; including benefit realization, typical challenges, journey mapping/timing, and how to drive executive adoption.</p>
Synamedia’s Observability journey: 300 million logs to trace-first mentality
<p>Synamedia, the largest global provider of video solutions, moved their end-to-end TV offering to the cloud. As part of the transition, they developed DIY observability solutions using a variety of open-source tools and migrated to AWS managed services. The result was cost prohibitive and didn’t improve the diagnostic experience. To overcome these challenges, they shifted to a next generation trace-first observability platform. Join us for a fireside chat to hear Synamedia’s journey with ServiceNow Cloud Observability, their approach, and where they are today.</p>
Seizing opportunity in tumultuous times
Join this Think Big panel session to learn why staying the course on your digital transformation will pay dividends. Hear from peers on how they’re embracing technology’s potential to unlock new opportunities and shield them from risk.
Lab: Managing your Kubernetes environment with Discovery and Observability
<p>This lab is focused on organizations with a growing containerized and Kubernetes deployment across your IT estate. The hands-on experience will highlight key capabilities powered by ServiceNow<span style="font-size: 12.0pt;">®</span> including discovering containerized environments with ITOM Visibility and maintaining an up-to-date CMDB. Finally, see how the recent release of Cloud Native Operations (CNO) greatly reduces the time and effort needs for Kubernetes deployments.</p>
Lab: Mobile 101: Getting started with ServiceNow Mobile Agent
<p>Discover the power of Mobile App development! Join this hands-on lab to learn about the ServiceNow<span style="font-size: 12.0pt;"><span style="">® </span></span>Mobile Agent app & how working from anywhere is made easy for service delivery teams. Learn how to deliver out-of-the-box, mobile-first experiences for agents to triage, act on, & resolve tasks, improving productivity with an intuitive interface to manage work, quickly respond to tasks, & more! Learn how to configure the Mobile Agent app in Mobile App Builder using a no-code interface, & customize screens & actions to display information to help agents get work done faster on the go.</p>
Lab: Inside Clinical Device Management
<p>Join Healthcare and Life Sciences experts from ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> as we cover the process of leveraging the upcoming release of Clinical Device Management.</p>
How Roche has automated its mobility management system for their major locations
<p>Hoffmann La Roche Schweiz provides best in class real estate facilities to its employees and visitors and mobility management is one of the key aspects of user experience. ServiceNow® has been chosen as the platform of choice to develop together with Plat4mation the new Mobility management solution namely MMS 2.0 bringing ease of access for both the end users and the mobility admins. The MMS 2.0 system being implemented is scalable other sites with minimum adaptations and configuration when needed. It is already planned to expand the application to most locations globally.</p>
Delivering a unified, actionable experience across order, project and field activities at KPN
<p>As digital services continue to grow in complexity, so does the entire service delivery value chain. Hear how KPN is connecting workflows across order fulfillment, project, and field activities, helping their operations team to accelerate time to revenue, reduce costs, and deliver a better customer experience.</p>
Learn from the Experts: Build your reputation within the ServiceNow Community
Our ServiceNow® Community MVPs are considered experts in their industries and organizations, and have become well respected and mentors within our Community. Learn tips & tricks on how they leveraged the Community to build their reputation.
Program Unify – Mars’ journey to transform the Associate Experience
Mars Global Services (MGS) provides business operations services across six service lines for more than 80,000 Mars associates. Join this session to hear how MGS is transforming a fragmented, often inefficient collection of systems and portals into a unified global work experience. The session will outline how MGS is creating personalized and curated service experiences through a single low friction portal—enabled by a technology foundation that provides end-to-end workflow and process harmonization, automation, and more!
How to write Community articles like a ServiceNow expert
<p>Steven Bell, a well respected industry expert and ServiceNow® MVP, will present on how he creates his impactful articles. Topics will include: working out examples on his Personal Developer Instance, writing about his experience in over 40 years in the development field, the evolution of his writing style, keeping up with updates, and responding to comments.</p>
Panel: Connecting your ecosystem to fuel growth
<p>This Think Big panel discussion will explore the future of a connected ecosystem and how it will reimage the enterprise customer experience, unlock new revenue opportunities and create massive new efficiencies for your business to drive profitable growth.</p>
Ask the Experts: Best practices for implementing NLU in your Virtual Agent
<p>Join this ask the experts session to learn best practices on how to get started with NLU in Virtual Agent, as well as some useful tools and resources to help you deliver engaging and natural AI-powered conversational experiences to drive self-service and automation within your organization. You will also discover the different options available for supporting multiple languages as you scale, and pros/cons with each approach. </p>
On your mark, get set, grow: Learn how HCA has grown through App Engine success
Over the past four years, HCA has expanded our ServiceNow® workflows to include multiple non-IT service lines. These provide a more self-governed, cost-efficient model. In the current state, HCA has implemented five different app engine workflows with more on the roadmap. These new implementations truly allow the focus on improved issue visibility, timely resolution, and trends for non-IT service lines such as facility supply chain, equipment rental & returns, equipment management, and more. Over 1,000 users are working in these new app engines and even more to come!
Panel: What’s next for Retail? The workflow revolution
<p>The retail industry is undergoing a once-in-a-generation transformation. Driven by younger customers who demand experiences, products and services on par with their smartphone life, retailers need to innovate and serve customers faster than ever. Learn how the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> helps retailers at every part of their value journey.</p>
Faster business results through immersive experiences
The “people” part has the biggest impact on the bottom line. Learn how CDW’s immersive design experiences helps leadership and operational teams make better decisions and execute their actions. Hear how teams engage in “rapid-reality bootcamps” to backfill much-needed knowledge, experience, and empathy to drive improvements in the technology, the process, and organizational communication. See how the history of serious business games, their start at MIT, and how they have evolved over the decades to bring about effective change by creating aligned change agents.
Next-Gen customer support in hi-tech industries
<p>The future of customer support in hi-tech increasingly will be driven by proactivity, transparency and personalization. Connected end-to-end workflows and tight integration with operations is the only way for Tech companies to take their customer support experience to the next level and increase customer retention and loyalty. Join this session to learn how Pure Storage, a Technology innovator and leader in the cloud-ready data storage and services space is partnering with ServiceNow® to provide a white-glove, effortless experience to their enterprise customers.</p>
Lab: Mobile 201: Boost usage and adoption of your mobile apps
<p>Join this hands-on lab to learn how you can personalize ServiceNow® Mobile apps with new features like internal app theming, custom icon sections, and banners so that your employees feel like everything was designed and built for them. You’ll also discover how you can take advantage of mobile features such as Mobile Publishing, User Experience Analytics, campaigns, and notifications to deliver higher employee engagement and productivity with your mobile apps.</p>
Building repeatable automated ServiceNow ITSM practices
<p>Organizations must deliver software faster, more often and have the least amount of business impact when problems arise. However, teams are being slowed down from too many generic alarms, as well as manual triage and remediation. Dynatrace brings deep observability and AI-powered answers to automate a broad range of ServiceNow® workflows, dramatically accelerating problem identification and root-cause analysis, as well as remediation and confirmation of resolution. Hear why customers have chosen Dynatrace to reduce service outages and disruption to end users and improve customer SLAs.</p>
Blackhawk's AI-powered journey to streamlined customer service workflows
<p><span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);"><span style="color: rgb(33,33,33);">Blackhawk Network (BHN) faced contact center inefficiencies, including manual case analysis and spam email management, while supporting 500 products across 100+ lines of business. With the power of </span></span></span></span>ServiceNow®’s<span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);"><span style="color: rgb(33,33,33);"> Customer Service Management (CSM) and Task Intelligence, BHN has automated requests and optimized processes with AI-powered workflows, freeing agents to deliver exceptional customer service without the burden of routine requests. Attend this session to discover how Blackhawk's remarkable AI journey transformed their business operations.</span></span></span></span></p> <p> </p>
Lab: Build your first test using the Automated Test Framework (ATF)
<p>Automated Test Framework (ATF) enables you to create and run automated tests to confirm your instance works after making a change, like performing an upgrade. Join this hands-on lab and learn how to use ATF and how to create tests to complete upgrades faster, minimize risk, and improve application quality.</p>
Making ServiceNow a strategic business asset with NewRocket
Join this session to hear examples of how NewRocket helped its clients take ServiceNow® from isolated corners of the enterprise into the CEO’s office. Learn about The NewRocket Way for co-developing strategic plans and operating models; a platform center of excellence approach ensuring necessary governance and infrastructure to scale; a programmatic approach to transformation and adoption with focus on user adoption and time to value; and activating the right technical skills across all workflows to make better together a reality.
It’s GO time: How to adopt and scale OT Management at active sites
Truly business-critical systems can’t change overnight, but they do need to change. Join Operational Technology Management (OTM) customers and experts as they walk through decision processes, plans, pilots, and rollout strategies for applying IT best practices (including ongoing visibility, service management and security operations) to existing operational technology systems. Key concepts include: - Transitioning from spreadsheets and manual tools (people, process, and tech change management) - Test and learn models - Timing considerations - Maturity and risk appetite assessments
Spotlight Keynote: Wells Fargo says YES to managing the present while becoming future-proofed
<p>Today, banks are managing continuous change and disruption while striving to become future-proofed. The problem is – most banks rely on outdated technology that underpins thousands of unconnected processes. Wells Fargo knew that the complexity of renewing technologies across teams and systems shouldn't stand in their way of innovation. Join Simon Cox, Chief Transformation Officer at ServiceNow® and Wells Fargo's Cathy Padilla, Head of Enterprise Service Management, to learn how Wells Fargo is continuously innovating across risk, technology, and employee experiences – all while remaining resilient.</p>
Panel: Your tech lifecycle matters
<p>In this Think Big panel session, experts will share how to leverage the ServiceNow® Platform as the control tower and orchestration platform for technology lifecycle management. They’ll provide strategies to influence growth, reduce costs, and mitigate risks within an organization.</p>
NTT Docomo achieved zero-touch operation and reduced issue resolution time by 75%
<p><span style="font-size: 11.0pt;"><span style=""><span style="color: black;">NTT Docomo, a member in NTT Group, is one of the largest mobile telecom carriers in Japan providing voice and data services has become social essential lifeline. With recent advancement of technology and services, maintenance has become a significant issue. To ensure services quality without workforce expansion, Docomo embarked their transformation to Zero-Touch Operations, a fully autonomous operation. The company succeeded to automate 80% of maintenance operations in international service, and reduced resolution time by 75%.</span></span></span></p>
Citizen Developer - How to build a roadmap to success
How to build a roadmap to enable Citizen Development within your organization. Product Success helps customers who don't know how to get started with Citizen Development and then how to mature the processes. We will share what customers typically start with and what to avoid when planning to do Citizen Development, and provide some success stories from customers that we have helped. Note: This will be about governance and organizational steps and not an overview of the App Engine studio or App Engine Management Center.
The security nervous system- Transforming SecOps into an end to end solution for financial services
<p>Evolving cyber threats, the ever-changing digital landscape, and constraints on time, expertise and resources can lead to stopgap solutions for immediate change. These measures could help fix the immediate problem but are these short-term solutions sustainable? How do you make the most of people, processes, and technology to address the challenges of today while also architecting a sustainable solution for the long term? Join this session to learn how Security Operations were modernized and transformed for the future through the creation of a dynamic, integrated solution on ServiceNow®.</p>
CMDB and ITOM success story
<p>In FY22, lack of visibility into expiring certs resulted in six major incidents resulting in over 25 hours of downtime for critical systems impacting patient care. Learn how implementing a mature CMDB at The Ohio State University Wexner Medical Center has resulted in the following: <ul> <li>Established IT Asset Lifecycle with visibility into tracking over 25k IT assets.</li> <li>Improved data integrity, reduction of 64k stale CI's and 4k old requests</li> <li>Application/Service Mapping connecting over 600 applications with over 25k CI's resulting in improved resolution</li> <li>Cert Management centralized repository with 2157 Unique Certificates, 1777 having renewal tracking.</li> </ul> <p>
Demo: Citizen Sane: Boosting business sanity (and humanity) through Citizen Development
<p>See how ProAssurance has transformed business users into creative problem-solvers by empowering them to solution low-code apps that benefit from their unique perspectives and experience. Learn how ProAssurance established their citizen dev practice with a focus on thoughtful, human-centric engagement while also maintaining a level of oversight and governance that keeps their IT team in control. Featured apps in this demo include insurance filings tracking/reporting, help desk reimagination, and unified knowledge implementation.</p>
How CTA and CMA certifications drive success for ServiceNow partners
Attend this session to learn how achieving CTA and CMA certification can help ServiceNow® partners to drive success for their organizations. Hear how unique skill sets and experiences that CTAs and CMAs bring to the table, and how these certifications can help partners to differentiate themselves in a competitive marketplace.
TotalEnergies – IT and security collaborate to remediate vulnerabilities at scale
In this presentation, TotalEnergies will share how it implemented SecOps Vulnerability Response module at TotalEnergies. Not only did the company accelerate the vulnerability management and remediation process but also standardized and industrialized the practice on a global scale. The session will include a review of the technical and organizational enablers that made this deployment possible and successful.
The past, present, and future of Workplace Technology
<p>Join CBRE, Deloitte, & Nuvolo for this interactive session. As the world of work continues to evolve, technology is required to drive that evolution. IT must partner with departments like Real Estate and Facilities to implement connected solutions that span across the business. A single source of truth is critical as business units must collaborate to make these changes. As AI gains momentum, how will that play a role in defining how and where we work? Hear experts reflect on how far we’ve come, the challenges we still face, and trends they see that will dictate where we are going.</p>
Digitally transform Legal Operations with ServiceNow Legal Service Delivery
<p>Join this informative panel session featuring legal operations leaders from Rimini Street, Mercedes-Benz and Weatherford, as they discuss why and how they transformed the way they deliver legal services by leveraging ServiceNow® Legal Service Delivery to transform and modernize manual email and spreadsheet processes into an efficient service delivery solution the business can rely on. Learn about the power of structured intake, self-service, purpose-built workflows, and real-time metrics to help make informed decisions - to enable better departmental efficiencies across the entire enterprise.</p>
A hyperautomation journey to simplify the mission with low code app dev and RPA
Modern business and government demand more process automation and less complexity. In this session, hear a compelling real-world example from the Department of Agriculture of their journey with Hyperautomation. Learn how they replaced seven of outdated systems with a low-code app built with ServiceNow®’s App Engine and automates processing with their legacy T&E System with RPA bots built with ServiceNow’s Automation Engine. This session includes an overview of how the agency consolidated eliminated a legacy technology footprint leveraging ServiceNow’s Creator Workflows portfolio.
Let's create Machine Learning from scratch with JavaScript!
<p>Have you ever wondered how Machine Learning (ML) actually works? In this session you will learn how to create a simple ML model from scratch in JavaScript, so it can be easier to understand how it actually works. Expect to learn about the core principles of Machine Learning, and to see some fun examples of usage.</p>
Next level ERP Core: Unlock business value from your SAP platform with speed, scale, and insight
<p>Are you looking to unlock business value from your SAP implementation while keeping a clean core? Today, companies need enhanced SAP end-user experiences, a quicker time to value while limiting complex customizations, and an efficient way to integrate non-core ERP processes into SAP. Learn how to get the most of your SAP+Now investments through a combination of Deloitte expertise, the ServiceNow platform Next Experience, Application Engine, Flow Designer, and IntegrationHub Creator Workflows capabilities, and ERP process mining.</p>
A GRC modernization & transformation journey
<p style=""><span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);"><span style="background-color: yellow;">Thinking about migrating from your legacy governance, risk, and compliance (GRC) technology to ServiceNow®? KPMG shares perspectives of what has worked with clients as they re-evaluate their approach to GRC during a large technology migration – leveraging the transformation to dial-up performance by increasing productivity, reducing cost, improving user adoption, and driving risk reduction at scale. This session will showcase strategies to build organizational alignment in a GRC program when adopting ServiceNow as your next-generation GRC platform to maximize the value to the business.</span></span></span></span></p> <p><br /> </p>
Product Roadmap: ITSM and what's planned for the future
Want to see what’s new with ITSM and how ServiceNow® helps achieve Service Operations (ITSM + ITOM)? Many of you want to see what's coming in the ITSM roadmap so that you can plan your upgrades better. Join this session to learn the priduct vision and discuss key new capabilities. We will also share how we are infusing automation into our products and what's going to be new in 2023 and 2024.
Better together: Integrated & automated network and security with Fortinet
<p>Today's IT environments are more complicated, which makes it harder to protect against the growing number of sophisticated threats. That's why Fortinet's approach is broad, integrated, & automated cybersecurity. Learn how Fortinet Fabric Connectors & applications for ServiceNow<span style="font-size: 12.0pt;">®</span>, deeply integrate into the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>, automate consistent security policies across hybrid networks & security workflows, improving response times, & overall security posture.</p>
Better together: Integrated & automated network and security with Fortinet
<p>Today's IT environments are more complicated, which makes it harder to protect against the growing number of sophisticated threats. That's why Fortinet's approach is broad, integrated, & automated cybersecurity. Learn how Fortinet Fabric Connectors & applications for ServiceNow<span style="font-size: 12.0pt;">®</span>, deeply integrate into the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>, automate consistent security policies across hybrid networks & security workflows, improving response times, & overall security posture.</p>
Automation Center: Prioritize, Manage, and Measure ROI on Automations from Across your Multi-vendor Landscape; Featuring Orange Business
<p>Automation leaders are struggling with the vastness of automation requests and automation tools that have been deployed in silos across the business. There is a better way! Prioritize automations, measure business value, and manage the operational health of your multi-vendor landscape with Automation Engine’s new workspace for automation teams – Automation Center. Attend this session to learn how this exciting capability helps identify the right opportunity, quantify business impact, and break down siloes with complete visibility of automations – whether they’re running on ServiceNow® or not.</p>
Roundtable: Education Customers SPEAK: Connecting customers to solve for Education industry imperatives
<p>Leveraging data, creating more personalized student experiences that drive retention, empowering and engaging faculty and staff, providing a safe and secure physical and digital space for learning and teaching, improving operational efficiency and building core IT foundations are top of mind for educational leaders. Join this round table discussion with your global peers, facilitated by the ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> team, to discuss the most pressing business imperatives in education and how ServiceNow can help solve for them.</p> <ul style="list-style-type: disc;"> <li>S – Hear more about our Connected Campus solutions and <strong>speak up</strong> on the capabilities that drive growth, student experience, campus operations, employee engagement, facility and asset management and security.</li> <li>P – Hear about how customers have addressed <strong>prioritization</strong> of their business imperatives to develop a cohesive roadmap and share with us how capabilities might be <strong>packaged</strong> for faster impact</li> <li>E – Hear about how internal ServiceNow champions are <strong>educating</strong> different department across the campus and share with us your preferences of <strong>engagement</strong> to expand the value of your ServiceNow platform to drive your prioritized imperatives.</li> <li>A – Hear about the <strong>activities</strong> we run (webinars, events, EBCs, summits) specific to the business imperatives for education and share with us ideas you’d like us to introduce.</li> <li>K – Hear more about the <strong>knowledge</strong> other institutions have gained through their journey and share with us how we can better support customers shift constituent experiences and impact the most important metrics for your institution.</li> </ul>
Product Roadmap: Unlock the future of workwith innovations for HRSD, WSD, and LSD
Get ready to shape the future of work and take your organization to new heights. Join this interactive session with the ServiceNow® product team, to hear about cutting-edge roadmap for revolutionizing Employee Growth and Development, HR, Workplace, and Legal departments. Be the first to gain insights into our latest innovations, and discover how they can empower your teams to work smarter, faster, and more efficiently. Join us on this journey as we explore the possibilities and make a real impact on the way work gets done.
Ask the Experts: Using large language model AI in Flow Designer
<p>Are you ready to revolutionize your automation creation process in Flow Designer? Join us to discover how our new Generative AI Next Best Action is taking low-code development to the next level. Learn how our Large Language Model algorithms predict the most efficient next steps in your flow, freeing you up to focus on what matters most to your business. Don't miss this chance to see our AI in action and take your low-code development experience to the next level.</p>
Lab: Agent Client Collector overview
<p>Agent Client Collector (ACC) is a ServiceNow<span style="font-size: 12.0pt;">®</span> agent-based solution for Windows, Linux, and macOS devices that collects data and monitors an organization's infrastructure and applications. This course provides an introduction into understanding the ACC architecture, applications, installation requirements, configuration, and execution. Hands-on labs provide experience in activating baseline policies, editing policy checks for custom alert generation, reviewing alert events and metrics in Service Operations Workspace, and using ACC advanced discovery policy to populate or update your CMDB CI's.</p>
How Siemens is using automation to drive business outcomes and achieve value
<p>ServiceNow® is changing the game on implementation and helping customers achieve ROI through a simple, digital, and automated experience. Hear how Siemens leveraged Expert Services in phase 1 of its implementation and is using ServiceNow guidance and automation tools to support their ongoing adoption of HR Service Delivery.</p>
Lab: Data Loss Prevention Incident Response
<p>Learn how to automate and centralize case management for DLP workflows to protect sensitive information for the organization and its customers by providing hands-on experience configuring and using the remediation workflow, automatic assignment or escalation, and DLP workspaces.</p>
Change someone’s life! Be a ServiceNow influencer and use your golden ticket
<p>Are you a RiseUp with ServiceNow® advocate yet? In this session, learn about the Golden Ticket Program available to all Knowledge 23 attendees. Dive into the details with our Now Learning team about our influencer program that gives you a “ticket” to share access to one free ServiceNow® On-Demand training course available in Now Learning. Change someone’s life and give them free access to a new career path with ServiceNow!</p>
Doing more with less leveraging the Now Platform on Microsoft Azure
<p>ServiceNow<span style="font-size: 12.0pt;">®</span> platform is running on Microsoft Azure in four geographies today. In this session, learn the benefits of being on Microsoft Azure for Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> both for U.S. commercial and U.S. Federal and how our customers can optimize their operations and accelerate their digital transformation journey. This acceleration is achieved in fully complaint and secure environments. This joint solution will enable our system integrators to co-innovate with Microsoft as well.</p>
Panel: Accelerate revenue growth in telecommunications
<p>Join this interactive Think Big panel discussion with telecommunications leaders to learn how to strategize, innovate, and thrive amongst changing industry dynamics. The team of experts will share industry insights, lessons learned, and guidance on how to avoid common pitfalls when implementing transformational projects.</p>
Tyson Foods serves seamless employee experience with ServiceNow & Workday
<p>With 140,000 team members across the globe, Tyson Foods saw the need to digitally transform and embrace new ways of working. They recently made a significant investment in their digital future with Workday. However, to unlock the full potential of their human capital management platform they needed to modernize operations with enhanced capabilities of ServiceNow®. In this session hear Tyson’s HR transformation journey as they evolve and expand access to meet team members where they are & improve employee experiences utilizing the strength of their solution ecosystem.</p>
Ask the Experts: Why elevate your data imports with the robust Transform Engine?
<p>Data is powering your applications. As the volume of data grows - so does the complexity of your integrations. How do you get the integration back on track if something goes wrong? Get the latest tips and techniques from an expert!</p>
Accelerate change management on applications using AWS and ServiceNow
<p>Enterprises need a auditable history of changes made to their application configuration and infrastructure in AWS. Learn how customers can leverage AWS Service Management Connector, AWS Systems Manager Change Manager and ServiceNow® Change Management framework to track, to approve and implement operational changes.
Panel: Connect and Inspire – Join women in tech and their advocates for a luncheon discussion
<p><strong>Have you ever been the only woman in the meeting room? Then the Connect and Inspire Women in Tech luncheon is for you.</strong></p> <p>This session is uniquely designed for women who have grown up in the technology industry and have often experienced being the only woman in the room. Join us for an informative discussion featuring women in technology leadership roles discuss how they succeed, how they stay in their roles, and how they are paving the way for others. </p>
Panel: Turning risk into reward: Learnings on getting your risk strategy right
<p>What do three multibillion-dollar Technology and Telecom companies with tens of thousands of employees have in common? Managing their risk strategies with ServiceNow, that’s what!</p> <p>Hear first-hand from Senior Risk, Compliance and Audit Executives how Comcast, Equinix, and Dell are using ServiceNow to manage risk from the top-down and bottom-up. Gain insight into their learnings and where advanced risk concepts are being used to improve management decisions, with the help of a specialized implementation partner Edgile, a Wipro company.</p>
Demo: Clinical Asset Lifecycle Management: From the factory to beyond the bedside
Clinical assets are among the largest capital investments in Healthcare, but their vast complexities of maintenance, security and compliance can impact time and resources Join this demo to learn how healthcare organizations can align to a centralized management processes around the end-to-end lifecycle of a clinical asset. As a result, your healthcare organizations can always be prepared to deliver optimal experiences to patients and care teams, bolster security and resilience, and protect investments -all while reducing cost.
ESG: Creating measurable impact and maximizing investments
<p>In this Think Big session, learn how to build an outcome-driven Social Investments program by prioritizing resources and building strong partnerships internally. Discover how to design an impactful, resilient program that meets the needs of communities around the globe.</p>
How SAP enhanced the customer experience with ServiceNow
<p>As a global leader in the enterprise software industry, SAP® identified siloed ticketing processes and usage of multiple support portals as a hindrance to the post-sales customer experience. In response, SAP leveraged CSM (Customer Service Management), ITSM, and ITOM to unify customer support and IT operations onto a single platform, resulting in more efficient customer support processes and a superior customer experience. Attend this insightful session to hear about SAP’s journey, benefits realized, and lessons learned.</p>
How to build a statewide citizen one-stop portal on ServiceNow the right way
<p>Attend this session to learn how to get started with developing a statewide or citywide one-stop shop citizen portal using the ServiceNow<span style="font-size: 12.0pt;">®</span> platform. Hear how to get prepared and achieve buy in and prioritization before you get into building the citizen services catalog and site navigation structure to make it intuitive for both citizens and government team members.</p>
Lab: Inside Healthcare and Life Sciences Service Management
<p>Join Healthcare and Life Sciences experts from ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> as they cover the process of leveraging services inside Healthcare and Life Sciences Service Management. </p>
Build a powerful personal ServiceNow brand, and get what you want
<p>A powerful personal brand within the ServiceNow® community can help you get what you want faster. This session will teach you the mindsets and strategies to separate yourself from the pack.</p>
Roundtable: Be the change – conversations with Women in Tech
<p>In our Be the Change session we will hold roundtable conversations on topics that you wanted to learn more about from our Knowledge 2022 Women in Tech luncheon. You and your table will share best practices on addressing topics that will help to create a future of equality and empowerment for women in tech.</p>
Siemens Healthineers reimagines an effortless customer and field experience
<p>Siemens Healthineers is on a journey to build an Enterprise Service Management Platform on ServiceNow® to unite its knowledge base, service management, product documentation, contract information, and field service delivery. Siemens Healthineers is a global leader in the healthcare industry with 66,000 employees in more than 70 countries. This new initiative will optimize service processes and individualize the customer experience. Attend to learn how Siemens Healthineers has approached this every day Customer Service challenge and incorporated a phased approach starting with process definitions in concert with their partner Wipro.</p>
Build applications with CloudOps in mind using AWS and ServiceNow
<p>Service Management processes and tooling become critical for governance and compliance as IT teams build and migrate applications to AWS. In this session, learn how to establish cloud operating models with AWS and ServiceNow® to govern production-ready workloads. Hear an end-to-end lifecycle management use case to provision, track (via configuration items), operate, and manage AWS applications and resources aligned to service management best practices.</p>
Lab: Understand, quantify, and mitigate cyber and IT risk with ServiceNow IRM
<p>Rapidly expanding enterprise attacks from many locations has created blind spots that make it difficult for organizations to accurately understand, quantify, and mitigate cyber and IT risk. Integrated Risk Management works across the platform with other ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> products like Security Operations and has the power to address these complex threats and growing vulnerabilities. Join this session to see how IRM can help continuously manage risk across the organization by embedding risk and compliance activities into everyday work, to boost cybersecurity resilience.</p>
Evaluating business impact for effective Vulnerability Management
<p>Join this session to learn a new way to lead vulnerability management like a pro. Learn the importance of starting from Business Impact Analysis up to the management and resolution of infrastructural, application and cloud vulnerabilities including IT, OT and IoT.</p>
State Farm’s cybersecurity journey with Security Incident Response and Vulnerability Response
<p>Attend this session to learn how State Farm works to answer a few key cybersecurity topics with transparency, accuracy and precision. These topics include:</p> <ul> <li>Defining the attack surface</li> <li>Threat modeling and increasing sophistication of attacks in 2023</li> <li>Greater automation and orchestration across the enterprise</li> </ul> <p> </p>
Shaping business transformation with a skills-focused approach to the workforce
Moving businesses forward in times of rapid change and uncertainty requires true workforce agility. As companies seek to fill organizational gaps without hiring new talent the need for intelligent, automated skill mapping and matching is becoming critical. Join this Think Big session to learn how organizations can unlock the full potential of their workforce and leverage the untapped skills and talents of their employees through the power of AI.
Need for speed: ITSM x CSM = Innovate faster & redefine the customer experience
<p><span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);">ITSM has already revolutionized the way you do business. Now, unleash your businesses potential to create better customer outcomes with ITSM x CSM (Customer Service Management) and experience a single system of action for IT and customer services. Hear from leaders at Fragomen, a worldwide immigration firm, on how they leveraged the power of ITSM x CSM to simplify immigration services using an agile implementation approach which empowered them to iterate quickly and realize value faster.</span></span></span></p>
Demo: Ensure an efficient and transparent service delivery experience
Managing a customer’s service order efficiently and effectively is essential to their experience, and ultimately their loyalty. See how the power of the ServiceNow® platform enables seamless operations between multiple business groups using Field Service Management and Order Management. Join this session to learn how to: - Deliver a streamlined order management process - Generate and manage order tasks - Automate verification processes to increase efficiency
This is personal! How Security Center can help secure YOUR instance!
<p>ServiceNow® empowers you to secure your most important asset – your Data! ServiceNow® is releasing a new, free application to help you on your security journey. Learn how you can leverage the all new Security Center app to ensure your data and instance have the right level of protection. Deeper dive discussions at the Customer Security & Trust booth.</p>
Spotlight Keynote: Say YES to growing revenue AND reducing cost with hyperautomation and low-code
<p>Enterprises must transform processes faster than ever to meet changing market conditions, grow revenue, increase efficiency, and manage risk. Most struggle with a myriad of manual processes on top of a fragmented landscape of siloed systems of record and islands of automation technology – this means slow innovation. Join Southern Glazer's Wine and Spirits, Hancock Whitney, and ServiceNow's Josh Kahn to learn how to empower pro and business developers to build apps fast, digitize manual processes, unify silos, and accelerate automation at scale on a single low-code platform. Discover how to enable IT teams to set guardrails to keep the organization safe and oversee your complete automation landscape.</p>
Panel: Turn ESG strategy into meaningful action
<p>Join this interactive Think Big panel with industry leaders as they discuss how to strategize, innovate, and thrive amongst changing dynamics in ESG. The team of experts will share industry insights, lessons learned, and guidance on how to avoid common pitfalls when implementing transformational ESG projects.</p>
ESG integration with business strategy using ServiceNow
How do companies make sustainability part of their corporate DNA? How do they fundamentally integrate sustainability into their strategy, operating model and investment decision-making processes? Join this session to learn how RSM’s Total Return on Investment (TROI) platform powered by ServiceNow® Strategic Portfolio Management (SPM) can help companies and executive teams identify and prioritize sustainability initiatives to improve overall ESG performance and financial/operational performance. Linking TROI to SPM can help companies turn sustainability ideas into sustainability projects.
Lab: Manage your climate risks with ServiceNow Risk and ESG products
<p>While companies are setting climate change goals and working towards net zero ambitions, the effects of climate change are becoming more pronounced every year. Hurricanes, wildfire outages, record rainfall, and snowstorms, are increasingly frequent and disrupt the power supply, workforce productivity, and supply chains. Companies need to include climate-related impacts in their business continuity planning, but it’s a new challenge and an emerging set of risks. In this ESG/Climate risk/Business Continuity lab, participants will explore using SN products (ESG, IRM, BCM, SPM).</p>
UX: Putting people first to design innovative solutions for the enterprise
Some processes are so painful that employees deviate from them rather than embrace them, which ultimately creates points of friction that can put an organization at risk. It’s not because employees don’t use the technology made available to them; it's because the technology is made hard to use in the first place. This is why providing the right experience is critical. Join Amgen, in conversation with ServiceNow®'s Workflow Design Studio, about the power of putting people first when designing for the enterprise.
Panel: Cover your assets: Knowing what you have & how to manage it in Higher Education
<p>Higher Education institutions have assets everywhere—in classrooms, campus bookstores, labs, libraries, and student housing to name a few. Understanding what is where is a critical cost-control measure, but also a customer satisfaction issue in ensuring the right software is on the machines when it should be, hardware is working properly and not outdated, beakers and lab coats are available, and the pianos in the music department are properly tuned. Knowing what you have, how your constituents use it, how to maintain it and offload it all is an enormous challenge. Listen to our customers share their experiences managing assets with ServiceNow to better plan, allocate and support campus assets of all sizes and shapes.</p>
Back to baseline: How to hit reset and realize new value in your platform
<p>You're a loyal ServiceNow® customer who has been on the platform for years. However, due to various reasons (some beyond your control), you now have an over-customized platform that is creating challenges and eroding value. You may even face criticism from the business who is questioning the tech & your team. Good news: you're not alone. Better news: getting your implementation “back to baseline” is not as hard as you think. This interactive session will help you form a plan to refresh your platform, drive more value, and better position ServiceNow to meet the future needs of the business.</p>
Panel: Accelerate time to value in manufacturing
<p>Join this interactive Think Big panel with manufacturing industry leaders as they discuss how to strategize, innovate, and thrive amidst changing industry dynamics. The team of experts will share industry insights, lessons learned, and provide their guidance on how to avoid common pitfalls when implementing transformational manufacturing projects.</p>
Panel: Digital disruption of the Healthcare and Life Sciences ecosystem
<p>Join this interactive Think Big panel with industry leaders from Healthcare and Life Sciences as they discuss how organizations are adapting and collaborating in the current healthcare landscape. Learn how top healthcare leaders are leveraging intelligent workflows in their digital transformation strategies.</p>
Finance of America’s service operations (ITSM + ITOM) 7-year journey
<p>With over 150 Sprint Releases since 2016, the Finance of America team takes a retrospective look at how the platform has come together across ITSM and ITOM capabilities to achieve great results. This session will give tips and tricks on a successful journey, lessons learned looking back at initial implementations, and advice to listeners on how they too can accomplish world domination with ServiceNow®.</p>
Maximize ServiceNow ROI with Aavenir's AI-enabled Connected Contract Management
Learn how Aavenir Contractflow, built on the ServiceNow® platform, helps you boost efficiency across authoring, negotiation, and the full contract lifecycle, and manage pre- and post-award contract risk. In this session, you will also discover how you can maximize your ServiceNow ROI by seamlessly connecting data, processes and insights between Aavenir Contractflow and ITSM, GRC, LSD, PSM and other applications - all without any integrations. Elevate the value you are already realizing from your ServiceNow applications with Aavenir’s Connected Contract Management experience!
Transforming employee and labor union relations at Allison Transmission
Allison Transmission is a world leader in automatic transmissions and hybrid propulsion products. By digitalizing their business processes, the company wanted to move away from receiving/fulfilling HR requests via emails and paper-based trails. Learn how INRY helped Allison Transmission in their digital transformation journey by implementing ServiceNow® HRSD to streamline HR requests/business processes, a modern HRSD portal for employee self-service and a unique solution for Labor and Union Relations (a first on ServiceNow) to automate issuing disciplines and handling the grievance dispositions
Ask the Experts: Is low code data import too simple?
<p>Your ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> applications rely on data. Learn to import and transform data using low code in 3 simple steps. Find out about new exciting features coming in the near future for Integration Hub - Import!</p>
Ask the Experts: Need to process your data in real-time -– and at high volume?
<p>Learn how you can use “Stream Connect for Apache Kafka” for high volume streaming into and out of ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span>. Leverage Integration Hub triggers to process events from 3rd party applications.</p>
Better together - How Co-Delivery can elevate your implementation
With Co-Delivery, ServiceNow experts and your implementation partner work hand-in-hand to deliver an exceptional experience that combines product and industry expertise and ServiceNow leading practices. Find out how this collaboration assures a seamless implementation.
Panel: A light in the darkness – helping displaced Ukrainians connect with humanitarian services in partnership with BT and UNHCR
<p>With Ukrainian citizens displaced from their homeland by the millions in February 2022 due to war, a humanitarian crisis of the scale not seen in Europe in decades was unfolding rapidly. ServiceNow in partnership with BT, the United Nations International Computing Center, and Thirdera set-up and offered continued support for a new remote contact center for the United Nations High Commission for Refugees (UNHCR) to enable refugees – those currently seeking refuge from the conflict in Ukraine – to receive assistance and access to critical humanitarian services, whilst gathering and monitoring refugee feedback. This panel session will explore the role ServiceNow’s Customer Service Management and Knowledge Management products played in enabling BT and the UNHCR deliver services to millions of Ukrainian refugees through the contact center.</p>
Panel: ITSM Healthcare customer case studies
<p>Attend this panel session to learn how Beth Israel Lahey Health and Cleveland Clinic used the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> to implement ITIL processes, with SLA's, Chat, Virtual Agent, Knowledge Management and Orchestration to help automate repeatable tasks. Discover how they transformed their service desk operations to be more operationally personalized, versatile, efficient, and analytically driven with the sole purpose of enhancing the experience for both its patients and employees</p>
Diversity and data: Why analytics has never been more important to drive diversity
In this Think Big session, Karen Pavlin, Chief Equity and Inclusion Officer at ServiceNow®, and Brandon Roberts VP of People Insights, ServiceNow will discuss strategies to establish baseline goals, share best practices for measuring and communicating progress, how to identify gaps and keep your organization accountable.
3 ways ServiceNow Contact Center delivers immediate ROI
Now more than ever, organizations are required to balance their customer experience improvement goals with the reality of tighter budgets. Join us as we explore how you can do more with less, quickly boost agent efficiency, optimize operational workflows, and improve analytical insights in any contact center environment with ServiceNow®.
3 ways to create and leverage ServiceNow Voicebots
Customer expectations for quality service have never been higher, especially when calling an organization. But does every call require interacting with a live agent? Can common call requests be self-serviced without impacting the customer experience while freeing up agents to handle more complex or time sensitive inquiries? Join this session to learn the various options available with ServiceNow® to create and deploy time saving and cost-efficient voicebots and workflows.
Demo: Systematically strengthen Operational Resilience against the next uncertainty
Join this demo to learn how to use ServiceNow® to stop fighting the battles of the past and build an Operationally Resilient program. Embed risk and engage stakeholders across workflows to position yourself for a more resilient future.
Roundtable: Tips and tricks for scaling hyperautomation
<p>Enterprises must improve the efficiency of their processes and workforce, and fast. Yet, most are struggling with a myriad of manual processes on top of a fragmented landscape of siloed data and islands of automation tools. You have a vision to pursue hyperautomation that scales, and leveraging best practices is an excellent way to avoid wrong turns.</p> <p>Register to join the discussion with ServiceNow experts and your peers from leading organizations to discuss learnings, challenges, and best practices for achieving hyperautomation that drives near-term and long-term efficiency and impact.</p>
Lab: ServiceNow Business Continuity Management
<p>Join us for the Business Continuity Management (BCM) hands-on workshop where you can get expert training on the latest and greatest in BCM. We’ll walk you through the foundation of a successful business continuity program including a framework for planning, assessing, prioritizing, testing, designing and implementing. It then correlates this with the critical assets of the organization, helps the business visualize critical path items in line of impact, and plan for and mange adverse events.</p>
Employee experience transformations launched with the ServiceNow value levers
Join this session to hear how Enterprise Services Transformations enable employee experience and culture transformations. Start with an Onboarding Experience Transformation to establish the foundation and roadmap for integrating ITSM, HRSD, and your organization's HR, IT, Finance, and Procurement systems of record. Attend to explore the "Art of the Possible" and then set the foundation and a living change roadmap that allows your organization's experience transformations to close your current gaps and keep pace with future technologies.
Lab: Bridging ITSM and ITOM with Service Operations Workspace
<p>For many organizations, IT service agents and operators work with different tools and processes, but when problems occur, they must work together to minimize the impact. In this lab, you'll learn how Service Operations Workspace provides a unified capability to meshes ITSM and ITOM together. You'll experience real-life examples such as an IT operator identifying an ongoing or potential issue, automating the opening of a ticket, and sharing information across the service agent, operator, and business owner. Focus persona: IT Operator</p>
Discover: A blueprint to enabling development at scale
<p>Learn how Discover has enabled development on the platform at scale. As part of their product transformation, Discover established a set of product teams and processes focused on continuous development and improvement of their investments in NOW. Discover went from a single platform team to over 10 product teams building on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>. This new focus on capabilities and outcomes enabled Discover to meet customer needs quicker; build expertise in processes and capabilities; and grow their team by over 300% by proving the platform's value and investing in additional engineers.</p>
BuyingHub: NIKE's vision for frictionless procurement experience powered by ServiceNow
Employees at NIKE work in a dynamic, agile world that is global and complex. They expect their procurement services to be responsive, intuitive and integrated with the rest of their corporate services to provide elite customer service on a daily basis. Join this session to understand how ServiceNow®, NIKE, and EY worked together to define and implement "BuyingHub 2.0" - NIKE Global Procurement's vision of a delightful, E2E global buying experience that increases visibility and management of indirect vendor spend.
Reimagine customer experience via ServiceNow Order Management
<p>The pandemic showed us an era of hyper-consumerization where the nation’s leading Communications Managed Services Providers embraced a fiercely competitive shift by addressing the internal challenges of fragmented customer engagement points & service delivery processes, & disconnected OSS/BSS platforms. Determined to delight their customers instead, join this session to hear why IBM’s way of Order management on ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> can help customers reduce business costs, increase revenue, & have a trusted technology architecture aligned with TM forum API standards to re-imagine customer experience.</p>
UX: How Discover ensures the user is a stakeholder in their ServiceNow Journey
A member of ServiceNow®'s Experience Organization sits down with Discover's platform owner and UX lead to discuss why they decided to bring the User Experience discipline into their ServiceNow practice. Hear from the Discover team on how UX methods add value to their projects, driving better outcomes from their ServiceNow investment.
Panel:Championing the Employee Experience: Driving the HR Service Delivery Transformation at Providence
The wellness and resiliency of employees continues to be top priorities for most HR teams, especially in healthcare organizations. At Providence Health, more than 120,000 caregivers (all employees) serve in 52 hospitals, 1,085 clinics and a comprehensive range of health and social services across seven states. In this panel discussion, hear how Providence prioritizes the caregiver experience as they continue to create a next-generation employee experience through digital workflows that address workforce engagement.
Improving Medical & IT Asset Management at a renowned children’s hospital
<p>Children’s Hospital of Philadelphia (CHOP) is on a journey to transform its operations and provide exceptional care to its patients. The hospital is establishing a new Services and Logistics Center (SLC) to centralize operations, streamline processes, and more effectively manage the full lifecycle of their Biomedical and IT devices. Join this session to hear how KPMG and ServiceNow® are utilizing Enterprise Asset Management (EAM) to enable device onboarding/offboarding, transfers, etc. and leveraging Field Service Management (FSM) for Work Order Management.</p>
Making ServiceNow a strategic business asset with NewRocket
Join this fireside chat to hear examples of how NewRocket helped clients take ServiceNow® from isolated corners of the enterprise into the CEO’s office. Learn The NewRocket Way for co-developing strategic plans and operating models; a platform center of excellence approach ensuring necessary governance and infrastructure to scale; a programmatic approach to transformation and adoption with focus on user adoption and time to value; and activating the right technical skills across all workflows to make better together a reality.
Coty shares how digitizing HR services boosts employee engagement and efficiency
<p>With a heritage of beauty innovation for over 100 years, Coty has long been on the forefront of the industry, from redefining the concept of fragrance as we know it to its latest clean and vegan Kylie cosmetics, created by social media superstar Kylie Jenner. As a beauty pioneer, it was natural that Coty brings its forward-thinking culture to reimagine its HR processes and digital solutions to create a world-class user experience. In this session, attendees will learn how Coty used the ServiceNow® Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> to foster better employee engagement from onboarding to performance analysis.</p>
How Adobe unifies the Employee Experience with its "Infuse Design" methodology
<p>Adobe is unifying experiences for its ~30,000 employees with a modern, employee experience portal. In order to deliver a best-in-class experience, Adobe uses its branded "Infuse" design methodology that runs through various stages of discovery, define, design, and deliver. Join this session to hear how Adobe is using Infuse to implement an intuitive, personalized Employee Center.</p>
Panel: How top leading companies accelerate digital transformation with SPM and APM
<p><span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;">It is more important than ever to have the digital agility to spot business opportunities and threats early and implement change quickly to manage disruption. In this panel- Verizon, Wacher Chemie, and Alcon will discuss how they are leveraging Strategic Portfolio Management (SPM) to and APM to align their organization. The result: improved business outcomes by better planning; aligning all work to strategy; and accelerating value delivery at scale.</span></span></p>
Using ServiceNow Decision Tables with Flow Designer to empower business teams
<p>Catalog builder allows business users to quickly spin up intake forms. When paired with ServiceNow® Decision Tables and ServiceNow Flow designer, business teams can maintain and configure changes to processes without technology know how - driving business velocity while freeing up IT resources to focus on innovation and transformation. This was driven by the legal operations teams need but can equally apply to any business function. In this session learn the Snowflake used Decision Tables with Flow Designer to empower business teams.</p>
An integrated risk management journey at Verizon
Managing risk & compliance activities across several stakeholder groups—risk, compliance, privacy, ESG controls, etc.—is a real challenge, especially when using legacy technology. Verizon needed a solution that could withstand a changing regulatory landscape & emerging risks. ServiceNow® IRM and KPMG helped digitize, centrally manage, and report on risk & compliance activities. The proactive risk management and near real-time reporting are helping to build stakeholder trust. Come hear how we aligned priorities of 20+ constituent groups, lessons learned & successes to-date.
Spotlight Keynote: Technology Providers say YES to powering connected ecosystems while reducing costs
<p>Today, technology providers are faced with a market characterized by unprecedented challenges and massive growth opportunities. The problem is – most technology providers rely on a robust ecosystem underpinned by thousands of processes across teams, customers, partners, and systems. Companies like Hexaware, Dell, and Equinix know that the complexity of connecting people and systems shouldn't stand in the way of growth. Join executives from these three customers along with Rohit Batra, General Manager of TMT at ServiceNow® to reveal how they are driving innovation across customer and partner experiences – all while reducing the cost to serve.</p>
How CTC planned for the unexpected with Business Continuity Management
Every organization’s worst nightmare is an unexpected situation that stops them from doing business. How do you plan for the things you can’t plan for? In this session, discover how Canadian Tire Corporation (CTC) leveraged the power of ServiceNow® to prepare for worst-case scenarios. Learn tactics for developing a better understanding of your assets and their dependencies so you can be better prepared when disaster strikes.
Panel: Transforming Pfizer’s GBS organization to be employee-centric and product-driven
<p>Pfizer’s new GBS organization created Fuse to unify access to services with a centralized experience for actionable self-service and support when searching content, initiating a request, or completing a transaction. Together with EY teams, Pfizer embarked on an employee-centric journey to alleviate silos within GBS with an eye toward an end-to-end experience across additional service functions. <span style="font-size: 11.0pt;"><span style="color: black;">Join </span></span><span style="font-size: 11.0pt;">this Think Big panel session to gain </span><span style="font-size: 11.0pt;">i<span style="color: black;">nsights</span></span> and leading practices on how a product-orchestrated operating model empowered an experience-led, ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> enabled transformation.</p>
Ask the Experts: Building better conversational interfaces with ServiceNow
<p>Join this interactive session to learn everything you need to know about building better conversational interfaces with ServiceNow<span style="font-size: 12.0pt;">®</span>!</p>
Lab: UX: 5 design methods to help you improve your user experience portal challenges
Attend this session to learn best practice design methods for helping clients solve their biggest portal UX challenges including: 1. Using card sorting with end user to create a clear portal taxonomy. 2. How end user personas help to create a personalized experience. 3. Create and analyze a customer journey map in order to optimize the path to your portal. 4. UX content guidelines to improve your (email) notifications. 5. Doing end user interviews to optimize the information displayed on approvals.
Lab: Next Experience theming
This hands-on session will introduce you to the newly released theming capabilities for the Next Experience. Join us to learn about Theme Builder and to get up and running with personalizing your instance with your brand's specific look and feel to create a more engaging, consumer-grade experience for all of your users.
Say YES to uninterrupted connectivity, with Experience Assurance 360
The demand for real-time analytics guaranteeing low latency within communication ecosystems is putting enormous pressure on telecom network & service assurance systems. Customers desire an enjoyable experience irrespective of organizational boundaries. The continual evolution of new communication standards has forced CSPs to redefine how networks are managed & assured; primarily through moving from reactive to proactive assurance processes. In this session we’ll cover the 5 pillars of transformation from both the customer and assurance perspectives.
Trailblazing HR: Truist's digital teammate revolution
<p>Truist focused on improving digital teammate experiences by reducing manual processes and enhancing CARE. Partnering with KPMG, the company implemented ServiceNow® HR for onboarding, achieving a better experience in 12 weeks. Pain points like excessive communications, delayed equipment, and complex day one processes were addressed. Now, teammates receive working equipment on day one and managers can provide timely support. Future plans include refining onboarding, implementing HRSD for Teammate Care, and expanding features like Employee Center, Live Agent, and Predictive Intelligence in the roadmap.</p>
Brewing efficiency: How Starbucks transformed the CX with Capgemini
<p>Starbucks, a multinational chain of coffeehouses and roastery reserves, has made strides in improving the customer experience in the coffee giant’s UK region. By leveraging ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> capabilities in partnership with Capgemini, the team rapidly deployed a cost-effective and agile solution. Paired with subsequent feature enhancements, this solution has resulted in significant efficiency gains and cost savings.</p>
Dell Technologies: The journey to a unified, multi-department experience platform
Experience the future of workforce efficiency! More and more organizations are prioritizing the consolidation of existing systems and portals with unified employee experience platform. Learn how Dell Technologies is leading the way with a multi-departmental employee portal powered by ServiceNow®. With a united experience layer for AI search, personalized content, proactive communications, and chat across HR and IT-Dell Technologies is delivering increased productivity with revolutionary employee experiences.
Cubic Transportation Services: Field Service Management & Dynamic Scheduling
Cubic Transportation Services presents the implementation of Dynamic Scheduling for our international Field Service program. Utilizing ServiceNow®, the company has implemented regional auto-assignment rules that incorporate new features such as advanced Google Map calculations taking into account waypoints, mode of transportation and scheduling with home locations, zones of work for technicians and more. In addition, they have expanded the debug capabilities to enable dispatchers to easily understand why a tech was assigned over someone else and enable them to take action if necessary.
Lab: Setting up Agent Chat and Sidebar
<p>Join this hands-on lab to learn how to easily activate the Agent Chat and Sidebar in a workspace environment. Leveraging our latest messaging technologies, users can connect with the best agent for their tasks. With Sidebar, agents can collaborate privately with other agents and SMEs to get critical information faster. You will also discover how an agent can get help from other agents and SMEs to empower them to have all details needed to resolve the issues effectively. This lab is relevant for Next Experience and Workspace customers, as well as customers migrating from Connect Support.</p>
ServiceNow Industry Value Chains
<p>Leveraging the power of Service Management across YOUR Industry Value Chain, is going to be a key differentiator as you look into the next 5-10 years. Join this Think Big session to get insights around: • How can you leverage the power of ServiceNow® across YOUR Industry Value Chain? • Examine trends for business model innovation, challenges and opportunities? • Identifying Key Digital Use-Cases by Industry?</p>
Ask the Experts: Rapid advancements in AI are disrupting the status quo - here's what you need to understand
<p>Generative AI, automation, proactive assistance, intelligent interactions: Artificial Intelligence (AI) is at the heart of these next-generation experiences. But what is AI? How does it work? And what technology is powering these state-of-the-art innovations? From Neural Networks to Large Language Models, we'll explore how ServiceNow<span style="font-size: 12.0pt;">®</span> Research is bringing these disruptive innovations to the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>. This will be a highly educational session from the ground up for newbies and for experts alike.</p>
Bell Food Group simplified processes and workflows with ITIL across 15 countries at 63 locations
<p>Bell Food Group has harmonized and standardized its group-wide ITIL processes in 15 countries at 63 locations. Thanks to ServiceNow®, the company simplified processes and workflows across all companies within the group. From purchasing, authorization requests, and change management to major incidents, the versatile toolbox helps Bell Food Group to work together more efficiently and customer-oriented. Learn how using an ITOM monitoring infrastructure, the CMDB improved asset management to keep systems and processes at a high level of quality to support its various IT teams.</p>
Boeing's product visualization tool enables product transformation
<p>Boeing's product visualization tool brings an end-to-end visualization layer for its enterprise product transformation across various disparate systems and provides increased organizational transparency, product taxonomy automation, and standardization of reporting across all IT products. In addition to custom workspace development through App Engine Studio using UI Builder, the visualization tool enables the business to work together in a digital way, by leveraging out-of-the-box functionality within Strategic Portfolio Management, Goal Framework, and Strategic Planning.</p>
CSDM Data Governance
<p>CSDM Data Governance is a governing process that consists of an architectural board with voting members on managing any backlog requests that affect, reference, or update CMDB. The architectural board consists of voting and non-voting members across all areas of the platform who vote on development/architectural work that could have unknown impacts to other areas of the platform. It enables Boeing's business to work together in the strategic direction of the CMDB, addresses reporting / reconciliation of data quality issues, and acts as communication vehicle.</p>
Cigna's CMDB journey and why changing perceptions allowed us to level up
The Cigna CMDB journey has covered the gamut, from a 100% manually populated and maintained database to a living entity comprised largely of automated data. Along the way the company had great advances and crushing defeats, ranging from the adoption of new technologies to the CMDB team becoming an Army of One. Join this session to learn how Cigna stubbed its collective toes - and then advanced the cause. As a teaser - the company is currently using 191 Discovery MID Servers, 255 Discovery Schedules, with 103 Discovery Credentials.
BAE Systems achieved end-to-end service optimization using SPM, Agile 2.0 & SAFe
BAE deployed ServiceNow® Strategic Portfolio Management (formerly ITBM) in 2020 to support their digital transformation journey with End-to-End IT Demand Management, Project Portfolio Management, and Agile Lifecycle Management. Their Agile journey started with a comprehensive Agile Transformation with awareness, education, simulation, and enablement. Though Agile 2.0 helped them to kick-off Agile transformation, they quickly transitioned to SAFe in 2022 to manage large and complex projects. BAE is planning to use Strategic Planning, resource scenario modeling and Service KPIs in year 2023.
Roundtable: Seamlessly implement with organizational change management & targeted training
<p>Get your team up and running fast with the right Nowlearning courses/certifications, and prepare your organization to transition to ServiceNow to enable them to adapt quickly to a new platform. Select from one of these Knowledge 360 Exchange round table discussions: Select training, enable all personas, design custom training, create and execute your OCM, or enable citizen developers.</p>
Roundtable: What you need to know to develop a high-performance ServiceNow architecture
<p>Join this facilitated roundtable discussion on the strategies that customers put in place to ensure their ServiceNow® architecture consistently delivers high performance and value. Learn how deciding the right instance architecture, managing instance performance hygiene, smart integrations, managing or consolidating a multi-instance architecture.</p>
Top 5 ways to get started with the ServiceNow Community
Learn 5 easy ways to start your journey with the ServiceNow® Community and get the most value from your experience.
Unlocking the power of Workflow Automation with Erie Insurance
<p>Erie Insurance was able to automate their manual processes for renewable requests that were previously tracked on spreadsheets and create a reusable pattern that eliminated manual tracking and swivel-chair work. Using ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>’s workflow automation, Erie has eliminated over 130 labor hours per month, resulting in $170,000 in labor savings a year! Come learn how they created a pattern that they continue to reuse for other renewable requests!</p>
Blueprint for Success: Planning your ServiceNow journey with RADIUS
Learn how you can make informed and strategic decisions to maximize the value of the ServiceNow® Platform with Infocenter RADIUS® strategic planning engagements. Led by former executives with strong domain expertise, RADIUS® is designed to help you effectively and strategically determine your needs, gain internal alignment, and a budget with deliverables including: - ServiceNow Roadmap: Executive Summary and Detailed Findings - Detailed Project Plan - Statement of Work (SOW) - Project Budget - Proof of Concept (POC) Hear from customers about how they've transformed their business with RADIUS®.
Roundtable: The power of DEVSHOP managed services - ServiceNow capacity-as-a-service
Finding (and retaining) good ServiceNow® talent has become an obstacle for many organizations. Join this discussion to learn how Infocenter DEVSHOP® provides your team with continuity and capacity across the ServiceNow platform. Learn how DEVSHOP will help you discover and identify your strategic roadmap, maintain alignment within ServiceNow best practice, manage backlog, and provide guidance on new features and enhancements through our combination of program management, development and administration.
Impactful industry solutions for Healthcare, Manufacturing and Supply Chain
Join this session to learn how Infocenter can provide your organization with enterprise application solutions on the ServiceNow® platform. Learn the business needs, challenges, and solutions; including how to integrate with internal and external systems, develop tailored solutions, leverage mobile applications, and support a diverse user base. Hear about review application solutions for industries such as Healthcare, Manufacturing, and Supply Chain. Learn how to streamline operations, implement enterprise solutions, provide visibility across the organization, and realize ROI rapidly.
Lab: Getting familiar with Visualizations in Next Experience
Join this hands-on lab to learn how to quickly build powerful visualizations, filters, and dashboards, using the in-line dashboard editor in Platform Analytics Workspace.
Spotlight Keynote: Oslo University Hospital and KPMG say YES to advancing care delivery while reducing inefficiencies
<p>The pandemic has forever changed all aspects of the healthcare ecosystem. With this change, additional influencers such as inflation, supply chain issues, workforce challenges, and mergers and acquisitions have all placed undue burdens on healthcare delivery. While non-traditional services and stakeholders – such as retail clinics, home care programs, and virtual care – have increased market share, collaborative opportunities have emerged for healthcare settings to evolve how and where healthcare is delivered. Join this fireside chat with Oslo University Hospital, KPMG, and ServiceNow's leadership to learn industry perspectives on the future of care delivery.</p>
Aon saves thousands of business hours annually with integration and automation
Aon sells various risk-mitigation products, including Commercial Risk, Investment, Wealth and Health solutions for multinational companies. The company updated nearly 45,000 insurance policies each year manually. This process can be time-consuming and prone to human error. Join this session to learn how by integrating ServiceNow® with XPress and using automated REST APIs, Aon has reduced the amount of manual intervention required. This has saved Aon thousands of business hours annually and eliminated the potential for errors.
Planet or profit? Unlock the possibility of both with Deloitte and ServiceNow
With increasing stakeholder expectations on sustainability, equity, and climate (SC&E) practices, companies are faced with the dilemma of surviving today’s economic outlook while creating a more sustainable future. Join Deloitte leaders for this engaging panel discussion on how you can unite planet and growth goals with tailored industry solutions across the supply chain, carbon neutrality, carbon abatement, DEI & more, built with your stakeholders and sustainability at their core. Together, Deloitte and ServiceNow® help you unlock business value no matter where you are on your SC&E journey.
The tech-talent opportunity: Get ahead of the shift in demand for skills in an age of increased digital automation
<p>Talent-demand is accelerating. With the advancement of AI, augmentation, and the automation of tasks, platform products and capabilities are creating opportunities for new specializations and future in-demand jobs, all the time. While tech-skills demand growth is universal, crucially not all markets are reporting the same trends. ServiceNow® workforce development partner, the Pearson Group, provides detailed market insight, to help address the skills evolution happening in the ecosystem over the coming 5 years.</p>
Shift testing left, or get left behind
<p>Creating and maintaining test cases for ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> can be a painful and time-consuming process. But without thorough testing, releases and upgrades are often fraught with problems, only exacerbated by the rise of citizen development. The answer is shift-left automated testing to increase DevOps velocity and drastically reduce the time needed to test releases. This session will detail the steps you need to take to go from a laborious and problematic manual testing process to a comprehensive automated testing program that saves you time and money – regardless of your skill level.</p>
How ServiceNow helps energy companies secure their entire technology landscape
<p>Energy and utility companies make headlines if they are the victims of cyberattack. Not to mention the regulatory headwinds that follow afterwards. Learn how ServiceNow® helps energy companies deliver on the promise of full enterprise security with a unified system that protects your assets - wherever they may be. Stay out the headlines and serve your customers / rate payers with ServiceNow.</p>
How utility providers can unlock next-generation customer experience
<p>Utilities are (in)famous for only being in their customer’s minds when things go wrong or if it’s time to pay the bill. What if utilities could do better by providing memorable experiences – before things go bad? Learn how ServiceNow<span style="font-size: 12.0pt;">®</span> helps utility providers proactively detect issues to minimize or eliminate downtime. Discover how you can intelligently route your customer requests to the right person at the right time – while tracking all activities for compliance and continuous improvement.</p>
Panel: AI and its impact on talent transformation
<p>AI is altering the very makeup of the modern workforce—including the skills business leaders need to hire for. In this Think Big panel session, we share fresh research and data that predict which roles will be impacted the most by AI, and how to create training programs today to support the workforce of the future.</p>
Streamline your IT hardware purchases with CDW's ePro
<p>Enabling customers to benefit from the exchange of data between CDW eProcurement system and their ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> instance – resulting in enhanced capabilities and operational efficiencies. The CDW eProcurement Integration is a four-week implementation leveraging the exchange of data between CDW’s eProcurement system and ServiceNow; then pairing it with functionality to deliver enhanced capabilities and operational efficiencies in creating models, Catalog Items, and receiving Advance Shipping Notifications (ASNs) that create assets.</p>
Roundtable: High five strategies for smoother ServiceNow release upgrades
<p>Join this facilitated roundtable discussion focusing on five key strategies that customers put in place to upgrade smoothly to the latest release. Hear how using capabilities such as Automated Test Framework, plan better with the Upgrade Center & Now Support, small upgrades with ServiceNow® store, leverage low code to minimize customization, getting better with Out of the box capabilities.</p>
Panel: People-led transformation in process-sized bites
From the employee perspective, transformation can evoke fear of the unknown. Join this Think Big panel of business and technology leaders from ServiceNow® for an interactive session on leading people-centric change. See what it can look like to drive incremental innovation, take the business where it needs to go, and get everyone onboard for the journey.
Lab: Modern change management for DevOps code and infrastructure
<p>Simplify, automate, and accelerate change velocity for DevOps using data-driven flows and fit-for-purpose change models – for faster time to value. This lab will show how to increase change velocity while minimizing risk and overhead by applying change policies to data provided in real-time from DevOps pipelines.</p>
Panel: From clash of ITSM and DevOps cultures to happy coexistence
Learn from DNB, Lombard Odier, and RapDev.io and hear their secret recipe for delivering high-quality code faster, with reliability and consistency. Gain insights from their experience in integrating different CI/CD tools and GitHub Actions pipelines to quickly and securely release code at scale. They will demonstrate the benefits of using multiple gates within approval policies, such as improved security and compliance. Additionally, learn see how tracking deployment steps with configurable variables can help you maintain full visibility and control over release and change processes.
How Siemens is creating an exceptional content experience with Employee Center
Hear how Siemens has partnered with ServiceNow to create an engaging UI experience for their employees. That experience helps Siemens employees access what they need quickly and easily while being simple, scalable and easy to manage.
Speed your time to value with Expert Services
Discover how to accelerate time to value and mitigate implementation risks with ServiceNow training, methodology, and expert guidance from ServiceNow professionals. In this session, you will find out how to achieve business outcomes faster with less risk and simplify your digital transformation with ServiceNow Expert Services.
Speed your time to value with Expert Services
<p>Discover how to accelerate time to value and mitigate implementation risks with ServiceNow training, methodology, and expert guidance from ServiceNow professionals. In this session, you'll find out how to achieve business outcomes faster with less risk and simplify your digital transformation with ServiceNow Expert Services.</p>
Speed your time to value with Expert Services
<p>Discover how to accelerate time to value and mitigate implementation risks with ServiceNow training, methodology, and expert guidance from ServiceNow professionals. In this session, you'll find out how to achieve business outcomes faster with less risk and simplify your digital transformation with ServiceNow Expert Services.</p>
Lab: Automate your document-based workflows with Document Intelligence
Don't let high-volume, multi-page OCR-based document processing workflows hold back your digital transformation initiatives. Join this hands-on lab to make your workflows smarter using ServiceNow®'s Document Intelligence. Before Document Intelligence, automated workflows required humans to manually step into process documents. Learn how to fully automate entire processes, autofill fields with high-confidence predicted values, and extract data with AI-enabled straight-through processing for frequently-processed document types.
Down the rabbit hole: Argonne’s adventures with Digital Portfolio Management
<p>Argonne National Laboratory had an Alice in Wonderland moment when an avid curiosity led them into a new world of service management. Yet, contrary to Alice, Argonne found itself surrounded by logic and organization. Join this session to learn more about Argonne’s adventures and how Digital Portfolio Management (DPM) was discovered as the missing piece in pursuit of operational optimization. By harmonizing multiple tools and 200+ catalog items across IT, HR, and Facilities, DPM is enabling Argonne to seamlessly manage services from one place. Something all ServiceNow® customers dream of!</p>
How ATN makes ServiceNow data more resilient with automated backup and recovery
<p>ATN International, a leading provider of telecommunications and digital infrastructure services, uses ServiceNow® to modernize and streamline its service delivery, business operations, risk, and compliance management (e.g. SOX, PCI DSS), and more. Avoiding business disruptions by ensuring data resilience across the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> is a high priority for ATN’s leadership. In this session, learn how ATN uses OwnBackup to protect its mission-critical ServiceNow data with better control over backups, proactive monitoring for data loss or corruption, and the ability to quickly restore data as needed.</p>
Ryder drives platform adoption by delivering outcomes aligned to the business
<p>Ryder is a leader in transportation & logistics outsourcing by delivering technology-enabled innovation. However, limited adoption of the CMDB and siloed use of platform hampered Ryder’s ability to innovate on the platform. With the help of ServiceNow®’s Enterprise Architecture team, the team reviewed corporate and technology strategy and conducted interviews with stakeholders to identify the issues truly important to the business. With a holistic roadmap and operating model improvements, Ryder is successfully maturing its CMDB data foundation and accelerating enterprise workflow adoption.</p>
Panel: Delivering more resilient services with Event Management and AIOps
An outage or degradation of a critical business service can cause havoc including, lost revenue, negative brand reputation, increased costs and regulatory issues. Attend this session and learn how Boeing and de Volksbank are leveraging Event Management and AIOps to identify issues faster and decrease MTTR. The discussion will focus on learnings and best practices deployed while providing suggestions on how to leverage ITOM across your IT organization. Topics will include transforming a legacy event management approach and speeding visibility with notification alerts.
Roundtable: AI journeys: From idea to success
<p>Get ready to drive successful AI journeys within your organization by this facilitated round table discussion. Get expert tips and best practices from experts who can help you build leading practices on cross-org partnership building, stakeholder buy-in, demonstrating value, and expanding use cases across the business.</p>
5 things I wish I knew before using custom Actions in Flow Designer
<p>Join this session to discover several ways you can add business logic to turn a system of record into an automated process without writing a single line of code in Flow Designer/Action Designer. How action designer helps create reusable code for similar scenarios. Also, this session will review the benefits, tips, and tricks while using custom Actions. A demo of a Youtube-LinkedIn Integration App built using custom Actions in Flow Designer will be shown.</p>
Lab: Scale cloud adoption faster with the ServiceNow platform
<p>Is your organization looking for ways to accelerate cloud adoption? In this lab, learn how ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> platform can help in your cloud journey. Learn how to utilize existing ITSM and ITOM data to plan application modernization for the cloud, set up cloud requests, go through the right cloud discovery approaches, and integrate AIOps. </p>
Lab: Manage your cloud's security posture with ServiceNow
<p>This lab will provide hands-on experience with defining custom configuration checks and policies in the Cloud Security Posture Management module, running these policies against AWS accounts to identify any misconfigurations, and managing the configuration findings in Configuration Compliance module.</p>
Demo: Create efficiencies through a better employee experience
<p>Simplify complexities in the workplace and make work easier for employees by delivering an exceptional employee experience. Discover how great employee experiences catapult organizations to drive engagement and productivity through self-service for enterprise services and guidance for critical employee journeys.</p>
Lab: Leverage the power of clicks to extract PDFs and create tables
Join us to hear how you can create a table from an uploaded PDF with a new tool: The PDF Extractor. In this session, I will show you how a user can upload a PDF of their choice into the PDF Extractor, analyze the PDF, then leverage the PDF Extractor to select text of their choice from the PDF, and convert these to fields in their table. Our goal will be to reduce friction, improve data extraction and accelerate development time when creating a table from a PDF
Ask the Experts: How to build faster in App Engine Studio
Building scalable and robust applications is critical to stay ahead in today's fast-paced digital world. App Engine Studio provides a powerful way for building custom applications quickly and efficiently. In this session, learn tips and tricks to help build faster on App Engine Studio.
Lab: Optimize enterprise asset investments with Enterprise Asset Management
<p>Learn how to use one of ServiceNow®’s newest products, Enterprise Asset Management, to manage the full lifecycle for physical business assets beyond traditional IT. Learn how to create a new model, create a new asset, transfer an asset from warehouse to company HQ, generate a maintenance plan for the asset, and retire an asset.</p>
Lab: Build RPA automations at scale along with error management
Do you want to build automations that can easily scale up? Join us to learn how to use queues within your automation which will help you scale your automations at lightening speed. By adding queues to your automations, you can add additional robots to your process by just a click of a button! Learn how to distribute workload amongst various robots, and manage various exceptions with auto-retry functionality.
JSON? That's not on the menu! But our Now-CLI Menu Builder sure is!
Every experience needs a menu. We'll talk about the long and arduous journey we took to make a reusable tool so we wouldn't have to deal with JSON! We'll show you how our Menu Builder helps you import, edit and build menus for your Experiences using a user-friendly interface. We'll talk about teaching ourselves ReactJS, how we converted this to a Now-CLI component, and the bumps we hit along the way. At the end of the session, you'll have a link to a Share item where you can download the update set yourself and use it in your own development environments!
Lab: ITSM - Workforce Optimization and Process Optimization
<p>This lab will identify and operationalize ways to materially improve your workforce’s effectiveness and processes. See how Workforce Optimization enables smart scheduling, real-time team performance metrics, and intelligent skills growth that keep your teams engaged and productive. You’ll also learn how Process Optimization enables analysis and visualization of your processes based on ServiceNow® data to identify bottlenecks and then provide improvement suggestions.</p>
Learn how Northwestern Mutual grows and retains a thriving development culture
<p>In today's cost-conscious times and the high demand for ServiceNow® talent, companies have to do more with less - all while keeping dev teams thriving, retaining top talent and growing organizations. Learn proven techniques for ServiceNow® leaders, developers, and product owners on how to establish or revitalize your existing team culture. (Passion, Productivity, Skills, and Results).</p>
Creating impactful experiences for patients leading to better health outcomes
Private Health Management (PHM) is a distinctive healthcare company that provides clinically sophisticated care management and health risk advisory services. PHM leverages ServiceNow HCLS capabilities to manage patient onboarding effectively and assign care teams for preventative care or addressing serious or complex conditions. Their rigorous integrated approach and the workflows with the ServiceNow® platform consistently deliver better care and outcomes to help people live healthier, longer lives.
Lab: Optimize space and plan for the future with Workplace Space Management
In the age of flexible work, employees are visiting the workplace for a specific purpose. Join this hands-on lab and learn how corporate real estate, workplace and facilities teams can see real-time utilization to better plan and optimize space for the new modern workplace. The lab will walk through some key building blocks of this new solution such as: • Loading and configuring visual floor plans • Analyzing space utilization to make strategic decisions • Review visual scenario plans to design workplace configurations
Lab: Building your first process with Process Automation Designer
Join this hands-on lab to learn how to author cross-enterprise workflows and create a single, unified process. You can also use Process Automation Designer to provide end users with a simplified, task-oriented view of your process. You will discover how to connect multiple flows and actions into a single workflow, reuse existing flows, pass data between activities and stages, how to execute your processes, and more.
Starbucks discovery in stores creates immediate wins through transparency
<p>Attend this session to hear the Starbucks story on how they automated and streamlined the process of delivering and maintaining network technology to their 10,000+ store locations. The process of making sure that all stores have the technology to operate, and maintain this support is a huge problem at scale. Starbucks was able to gain insight across their stores, identify chronically problematic devices, understand trends, and then use these analytics for better fiscal spend on devices and maintenance. </p>
Unleashing cloud insights beyond cost allocation
Cloud Insights enables us to perform the task of allocating public cloud spend to various cost centers within the organization. This seemingly simple task becomes difficult when there are gaps in tagging of cloud resources, or there are untaggable resources in the environment. You're left with chunks of spend for which you can’t seem to find owners. Hear how DNB Bank Asa started to use Cloud Insights for cost allocation and later realized the full potential of being on the platform by leveraging Software Asset Management (SAM), Tag-based service mapping, and Integrated Risk Management (IRM).
Product Roadmap: Charting the course for Field Service Management
Join this session to get a behind the scenes look at the Field Service Management roadmap for 2023 and beyond. Hear from product and strategy leaders for an interactive discussion on our post-Utah release plans.
UX: Uber brings product discipline to Employee Center
<p>Like many companies, Uber's service portal was initially driven by the necessity to consolidate service and knowledge delivery. At launch, the team quickly recognized that some of the problems remained and they needed to pivot from being project lead (let's just get it done!) to customer-obsessed and outcome focused (let's get it done right!). Hear how Uber's product management team performs user research, scientific experimentation, data driven decision making, along with iterative design and delivery to meet their customer experience needs.</p>
Learn how CEMEX is transforming its Shared Services operations with ServiceNow
<p>CEMEX is a leading global building materials company with over 46,000 employees worldwide. As part of the digital transformation strategy aiming towards creating our next generation of shared services, the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> is being adopted as the common Service Management Platform to drive our transformation and to support a new portfolio of Strategic Partners to deliver Service Excellence to the organization. Since 2021, the company has deployed ~200 services, automated workflows and are giving full visibility in to service delivery from day 1.</p>
A disruptive strategy for citizen development for Enterprise Service Management
<p>Learn how Petrobras Brasileiro SA is transforming enterprise services on ServiceNow® for over 100,000 users, offering more than 6,000 services at dozens of sites. The company used App Engine solutions including Service Creator, Catalog Builder, and Process Automation Designer to develop the CSP (Petrobras Service Catalog). CSP enables over 1,000 citizen developers across the company to create their own services, including forms and service flows. Petrobras Brasileiro SA has already have more than 2,800 catalog items with more than 80,000 tasks/month - reducing request times, rationalized legacy systems, reduced costs, with CSAT at 9.0/10.
UX Methods Lab: Getting feedback
A strong feedback loop is critical for any software project. Early on, it helps avoid costly mistakes and frustrated users. Later, it builds insights into users' success and shifting expectations. Learn how to gain insights from your users through real world activities and the use of platform capabilities.
UX Methods Lab: Solution ideation
When presented with a large set of ideas or information, it is difficult to separate signals from the noise. Learn how to use affinity mapping to identify themes in the information and then prioritize where to focus the effort.
Live coding happy hour
<p>Join ServiceNow® Developer Advocates, Earl Duque, Lauren McManamon and Pranav Bhagat along with ServiceNow® MVP Adam Celli for an in-person version of our popular YouTube show, Live Coding Happy Hour. In this session we will be going into the nuts and bolts of Document Intelligence, a human assisted document parsing application on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>. Watch us unwind, drink, and build something new in ServiceNow LIVE. Cheers!</p>
Ask the Experts: Best practices for building mobile apps
<p>Now, more than ever, customers want to be able to take their work on the go with them. With the ServiceNow<span style="font-size: 12.0pt;">®</span> platform, developers and administrators have the flexibility to construct personalized mobile applications to fulfill their requirements and streamline their tasks. This session will provide valuable insights and guidelines on mobile design and capabilities, to help create exceptional mobile experiences.</p>
Software bill of materials, a core tenent of your proactive security program
<p>Some of the most notable breaches of our time were the result of vulnerable software components complied in an application; the days of understanding only the surface application are over. In this session learn what SBOM means and the role ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> will play in cataloging and assessing software artifact components and metadata.</p>
USI Insurance drives ITSM productivity with workforce optimization
<p><span style="font-size: 10.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);"><span style="font-size: 11.0pt;">Join this session for a look into USI's journey to optimize our service desk via Workforce Optimization. Originally implemented to help gather service desk analytics and ensure scheduling was done efficiently; the company expanded to include upskilling agents so they can take on broader, more complex issues. The session will include key metrics and the roadmap for the next phase of USI's Workforce Optimization implementation.</span></span></span></span></p> <p> </p>
Turn your sustainability ambitions into action with Fujitsu and ServiceNow ESG
Sustainability is a top priority for leaders around the world, but knowing where to start is a challenge most organizations are still facing. ESG initiatives hold the potential to become the building blocks of any modern organization, so you can ensure you’re meeting stakeholder expectations and revenue growth goals whilst having a positive impact on people and the planet: we call this Sustainability Transformation. Join this interactive roundtable to explore the practical steps you can take in setting measurable goals to turn your sustainability ambitions into action.
Demo: How USDA delivers exceptional end user experiences with Automation Engine
<p>The USDA’s electronic Warehouse & Commodity Management Division system (eWCMD), built on the ServiceNow® platform, has digitized and automated data and processes via an intuitive application that replaced a mainframe, disparate databases, and paper-based procedures. Learn how using Automation Engine, the USDA is now capitalizing on new capabilities, including Robotic Process Automation, to further integrate and automate time consuming and error prone processes that previously relied on fragile integrations with other systems that take significant manual intervention.</p>
Tips to reduce cost and maximize value in HRSD
Learn tips to use existing capabilities within HR Case Management to help automate or work more efficiently, with an emphasis on reducing employment costs and maximizing value of capabilities customer may already own.
Roundtable: The ABCs of creating awesome employee experiences
<p>Ready to learn about capabilities and strategies customers use to create next-generation employee experience? Join this facilitated roundtable discussion to learn more about: Deploying Employee Center, scaling Citizen Developer, redesigning Agent Work Experience, Engaging executives with powerful dashboards and embedding great design in employee experiences.</p>
Ask the Experts: ChatGPT for processing unstructured data in RPA
Leveraging ChatGPT for unstructured data processing and script generation in RPA.
Transformation of IT and HR services using ServiceNow at Cummins
Cummins selected ServiceNow® as the platform to transform its IT and HR services for 60K employee across the globe. Learn how both IT and HR transformation has resulted in greater user experience leveraging unified platform capabilities to provide easy to use services for Cummins users.
Leveraging CSM for a 360 degree client view
<p>Learn how Adobe is transforming its Managed Services support business by merging customer data from 8+ system via CSM for the creation of a scalable, easy-to-use customer management solution that will support robust business growth while reducing overall labor COGS. Proactive Case Management coupled with timely customer health scores, event calendaring, Go-live readiness, adoption of advisory services along with many other capabilities enables Adobe to provide best in class customer support.</p>
How BESTSELLER has utilized App Engine to create custom apps in our organization
<p>If you can think it we can build it! Team ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> in BESTSELLER have built +50 custom apps across our organization by streamlining processes and creating solutions that are tailored to the individual needs of our organization. BESTSELLER has created solutions for Finance, HR, Facility, Logistics, Identity, Tech and markets. This provides streamlining and transparency (e.g. dashboards) which allows you to do continuous improvements and act based on data and not stomach feeling. Our stakeholders laugh when we say "If you can think it, we can build it" and so far we have had no boundaries.</p>
Reduce risk of sensitive data exposure with ServiceNow Data Privacy
<p>Join us in this session and learn about ServiceNow®'s Data Privacy application. Organizations will learn how they can discover, classify and anonymize sensitive data and in turn protect personal identifiable information (PII) such as patient health information (PHI) or sensitive financial related information.</p>
ServiceNow Vault: Helping organizations address global data privacy regulations
<p>Every country in the world has enacted some sort of data privacy law to regulate how sensitive information is collected, used, or shared. Data privacy is critical to ensure personal identifiable information (PII) is kept confidential. Join this session to learn about worldwide privacy laws and regulations, what’s on the horizon, and what you need to be thinking about to make your ServiceNow® instance help with your organization’s privacy goals.</p>
Lab: 3 levels of integration design
<p>We all know the "Platform of Platforms" loves to integrate with other systems. The real challenge is deciding which design pattern to use given the immense capabilities available in the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>. Join us for this hands-on CreatorCon<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> lab as we explore 3 variants of integration design patterns that achieve the same outcome. That is, allowing employees to request their current leave balance via Virtual Agent.</p>
Going with the Flow: A journey from Scripting to Flow Designer
<p>So you love Scripting but haven't tried Flow Designer? This session is for you! Join us for this presentation which bridges the gap between Scripting and Flow Designer best practices. We'll also cover topics such as using Flow Variables, applying Error Handling logic, and Debugging issues in Flow Designer.</p>
Best practices from the real world: Unlocking contract potential
Join Aavenir’s customers in this engaging session around best practices for implementing a world class contract management solution that delivers results. In this session, hear Aavenir’s customers provide practical recommendations on standardizing contracting process, lowering IT costs, and accelerating time to value with a phased approach to achieving contract management maturity on the ServiceNow® platform.
Elevating opportunity through advocacy & community
Learn from our amazing ServiceNow® Developer MVPs as they share their empowering stories and why advocacy, allyship, and community play an important role in elevating others' opportunities.
CreatorCon Keynote: Caffeinating your developer world
<p>We know you as developers crave new features and the CreatorCon keynote is the place to see them in action. Join the CreatorCon keynote to see how you can use the latest (and upcoming) technologies on the ServiceNow<span style="font-size: 12.0pt;">®</span> Platform.</p> <p>Product leaders Amanda Joslin, Chris Haas, Nirankush Panchbhai, and Amit Saxena will demo key capabilities that enable you to build, automate, connect, and keep you energized on your developer journey. And stay to the very end when we announce The Devvies winners!</p>
Stop and smell the roses: Embrace your ServiceNow journey
<p>You have taken the classes, passed your first exam, got your first job... now what? Learning ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> can feel like you are drinking from a fire hose, but it doesn't have to feel this way. Don’t get overwhelmed, suffer and burnout by the constant need to pursue modules. Find out how to stop encumbering yourself by the seemingly endless things that encompass the first few months on the platform. Stop impostor syndrome in its tracks with helpful hints learned in this session. Embrace the process and appreciate the achievements along the way!</p>
Lab: Process Optimization and Task Intelligence for streamlined customer service
Learn how to use Process Optimization and Task Intelligence in ServiceNow®’s Customer Service Management to uncover and eliminate inefficiencies in your processes and improve agent productivity to deliver great customer service experiences. Instructors will guide you through a hands-on lab where you will learn to: • Gain insight into sub-optimal routing, poor service, and service level breaches and quantify the financial impact • Use AI capabilities such as language detection, sentiment analysis, auto categorization/routing to fix those inefficiencies
Lab: Accelerate incident resolution for agents using Predictive Intelligence
<p>Join us to learn how machine learning can help agents drive faster incident resolution through Agent Workspace – a command center to help service desk agents prioritize and act rapidly with everything they need in one place. In this lab you will gain hands on experience configuring and using Predictive Intelligence to route work, solve issues faster, and identify automation opportunities. We'll implement your predictive intelligence models using business rules and Flow Designer.</p>
Roundtable: Tips and leading practices for Virtual Agent implementation and deployment
<p>This Knowledge 360 Exchange provides insights on how you can implement and grow Virutal Agent in your environment. Select from one of these round table discussions: getting started, include Natural Language Understanding, integrate with Microsoft teams, leveraging AI, or how to use out of the box conversations.</p>
Democratize technology! But don’t let Citizen Developers leave a mess behind
<p>Based on a true story, this session will reveal the most dangerous pitfalls to avoid in your Citizen Development program. You will also learn about the playbook for success: How to ensure that Citizen Developers in your organization solve the right problems, with the right platform, creating sustainable value. We call this the Minimum Viable Governance (MVG) approach - powered by the open-source Business Technology Standard and ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>.</p>
Shared services implementation - 5 years in 5 months
<p>Get ready to learn about an incredible digital transformation story! Afya Educacional, the largest ecosystem of healthcare education and healthtechs in Brazil, managed to transform fice years of process into just five months with ServiceNow®. The result? The company's CSC and IT departments achieved significant gains in productivity, automation, user experience, and service quality. With a significant increase in the department's NPS and a large number of cases automatically closed through self-service and chatbots, Afya is a great example of a successful implementation of ServiceNow® and a future-focused strategy. Attend this session to hear how the company achieved these incredible results and the future of its implementation journey.</p>
Comcast’s path to digital transformation
<p>Comcast underwent a digital transformation of critical infrastructure management. As a result, the company can confidently make informed timely decisions to improve their critical infrastructure operations, reliability, capacity, sustainability, and compliance. But their journey is far from over. This year, Comcast will be expanding to Data Center facilities and launching One Preventative Maintenance Program, a transformative approach to make their sites into world-class technical facilities. Attend this session to hear Comcast's journey.</p>
Lab: Explore the depths of multiple tables
Understand when, why, and how to create additional related tables and access your data to build more complex applications. You will learn the fundamentals of data modeling, how to interact with related tables, and how to prevent users from selecting invalid data.
How Shell's architecture approach for ServiceNow drives change by design
<p>How do you balance an out-of-the-box strategy for the ServiceNow® platform with the ability to configure the platform to your company's requirements? How can you drive more value from the data in your ServiceNow platform by merging it with an integrated enterprise architecture tool stack? Join this session to learn more about Shell’s architecture approach to their ServiceNow platform and how they use it to drive change by design.</p>
Panel: Women in Tech - Risk & ESG management
<p>Join this panel discussion to hear leaders from KPMG, LinkedIn, and Wells Fargo discussing:</p> <ul> <li>Business Resiliency – preparing for the next crisis event</li> <li>How to leverage ERM as a competitive advantage</li> <li>Risk Management as a pillar for ESG</li> </ul>
Demo: Crisis averted! How to mitigate a major security event with ServiceNow
Join this demo to learn how customers can use ServiceNow® to establish a risk-based vulnerability management approach. Proactively monitor, reduce your attack surface, and if the worst-case scenario occurs, drive incident prioritization and automate workflows for a quick and effective resolution.
Roundtable: Master Session on Governance, Risk, Compliance and ESG capabilities
<p>This Knowledge 360 Exchange will focus on effective strategies for deploying and adopting governance, risk, compliance and ESG capabilities within your enterprise. Join a facilitated roundtable discussion where we will review the top technical and organizational ‘must-knows’ for success.</p>
Learn how the NBA uses predictive machine learning to prevent outages
Come learn how the NBA uses AIOps, Health Log Analytics (HLA), and Major Incident modules to reduce noise, predict failure, improve detection & response times, and accelerate processes to ensure the NBA delivers the best live game experience for our fans. In this session, the NBA will walk through their key objectives, challenges, learnings, and results. This is the perfect session for teams who are looking to accelerate processes, implement automation, deploy machine learning, and shift into a proactive DevOps environment.
People and processes first: Crown Castle teams up with CDW for transformation
<p style=""><span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);">Crown Castle (CC) recognized that building a customer-centric, personalized, and scalable platform goes beyond a technical implementation. In partnership with CDW, CC harnessed UX, design thinking-based Customer Experience (CX), and Enterprise Service Management (ESM) to operationalize excellence, contextualize the complexity of business needs, improve experiences and all types of workflows for employees, enterprise customers, and the public. Join this session to learn how CC and CDW achieved these outcomes and learn how to optimize your own platform to drive results.</span></span></span></p> <p style=""> </p>
Ask the Experts: How to kickstart your hyperautomation journey with all RPA tools
View performance vs. business goals, cost and time saving metrics, active automations, and pipeline. Learn how to monitor operational health, job status, incidents, and changes to help prevent automation failures. Hear how hyperautomatiion enables business facing visibility towards detailed benefits like KPIs of existing automations, overall cost and time saved. Hear how the Configurable Framework provides critical/medium/low insights of your applications. View the generated insights from the insight rules in Automation Center Executions dashboard.
FastForward EX powered by ServiceNow: Ignite the future of work with a modern digital workplace
Work continues to be remote, but the digital experience often results in productivity challenges that significantly impact the organization's bottom line. With a single platform designed to improve operational effectiveness, FastForward EX powered by ServiceNow allows your organization to rapidly boost productivity and transform employee workflows. Learn how HR leaders are maximizing technology investments, increasing knowledge sharing, and enabling better insights amidst economic uncertainty in this informative session.
Unleash the power of a connected, digital workplace
The future of work is here. To thrive, your workforce must be equipped with technology that creates a seamless experience and empowers employees to both collaborate and work autonomously unleashing productivity+. The more mature the digital environment, the more your business can elevate the workforce experience, drive successful outcomes, and maximize resiliency for years to come. Join our session to learn how to accelerate your digital maturity and future-proof your business using ServiceNow.
Roundtable: Financial Services Risk Management
<p>Financial Services organizations face unique challenges when it comes to risk and compliance management. Global regulations continue to increase and evolve, penalties are becoming more severe, and the potential loss from a breach could be crippling. Join this roundtable with ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">® </span></span>thought leaders and your peers to discuss the risk management practices that have been successful at mitigating risk while also using risk as an innovation driver.</p>
Ask the Experts: How to build more reusable integrations with Integration Hub
<p>Tired of scripting to build integrations in ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span>? As a low code/no code platform, Integration Hub has new features in every release to let users to do more drag-n-dropping to build robust integrations at ease. So what's new and what's the latest best practices to save your finger typing energy? Come join the session and learn the latest tricks!</p>
Realize value faster with ServiceNow Impact
<p>Learn how ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> Impact accelerates time to value on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>—by combining expert coaching, personalized insights and recommendations, peer benchmarking, premium technical support, role-based training, and curated content—all delivered in a personalized digital experience.</p>
Realize value faster with ServiceNow Impact
<p>Learn how ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> Impact accelerates time to value on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>—by combining expert coaching, personalized insights and recommendations, peer benchmarking, premium technical support, role-based training, and curated content—all delivered in a personalized digital experience.</p>
BoundaryLess enterprise on the Now Platform - Multi-cloud adoption, provision...
<p>Learn how E.On uses Wipro's BoundaryLess Enterprise (BLE), built on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>, as an end-to-end Cloud Management solution accelerating enterprise cloud adoption and delivering increased scalability, flexibility and collaboration. BLE extends platform capabilities with pre-built integrations with cloud providers, cloud deployment templates, cookbooks, blueprints, cloud management portal, and automation routines. BLE also leverage IaaC tools like Ansible, Terraform and DevOps tools like Azure DevOps to enable cloud deployment and management capabilities.</p>
Lab: 3 levels of connecting ServiceNow instances
<p>Connecting ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> instances has never been easier. With the abundance of different capabilities to choose from, the real challenge now is getting a clear grasp of each capability in terms of the business problem they are aimed to solve, so you can align yourself to the best-fit solution that will deliver the right value at pace. Join this hands-on CreatorCon lab as we explore three options of connecting ServiceNow instances and how they each thrive in solving very different business problems and use cases.</p>
UX Presentation: Form leading practices
Learn the Leading Practices for creating forms that are intuitive to complete and ensure the right information is collected. Uplevel the usability of your form views and record producers to support the abilities of your users providing the input.
UX Presentation: Organizing your content leading practices
<p>Hear from experts on how to effectively organize content to ensure findability and efficiency of your catalog items, knowledge articles, and more.</p>
Panel: Enabling the connected campus in Higher Education
<p>Colleges and Universities across the globe are looking for a fully connected, enterprise-level solution to campus operations and constituent experience. From student engagement to employee management to managing facilities and assets on campus, institutions are changing their business model and are in need of a system of engagement that simplifies legacy system engagement and creates a 21st century experience. In this session, learn how institutions are envisioning this new model, but also how they are gaining consensus on their campus to connect non-IT departments onto the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> for the total experience.</p>
Ask the Experts: Knowledge Management
<p>Are you considering investing in ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> Knowledge Management solution? Or have you invested in it but would like to learn more about roadmap and best practices? Come to this session to learn more about ServiceNow's Knowledge Management product and ask the product team your questions!</p>
CMDB Pulse: Automating the ongoing measurement of CMDB quality & completeness
The state of your CMDB data has a tremendous impact on your business-as-usual cost, enterprise resilience, security and user experience. How can you demonstrate progress to stakeholders or hold your service provider accountable to an SLA if you cannot measure the system? We will discuss options to get this work done, and introduce our CMDB Pulse service, that will relieve your team of this time-consuming burden.
Extending the EMR Investment: How Baptist Health optimized with EMR help
<p>Moving to a new EMR platform can be a daunting task. It takes years to plan and implement, with a focus on limiting disruption and increasing efficiency. Baptist Health wanted all clinical and nonclinical staff to collaborate effectively. They believe that alignment across health care teams improve patient outcomes, prevent medical errors, improve efficiency and increase patient satisfaction. In this session, Baptist Health will discuss their Epic EMR go-live, including how leveraging the EMR Help reduced call volumes by 20%.</p>
Effective use of ServiceNow solutions for better Employee Experience
<p>NTT DATA, one of the top digital solution consulting providers in Japan, has been building ServiceNow® deployment and usage in a broad range of areas from IT system management, frontend of the core system, employee portal, and now to ESG. Understanding ServiceNow’s potential and capability as a platform of business, the company effectively use the solutions to transform and enhance the employee experience, and the practices are offered to external customers. In this session, the ServiceNow usage roadmap and vision going forward will be introduced.</p>
Security best practices for the Now Platform: Securing YOUR instance
<p>Security is an ongoing journey which requires a proactive approach . Join us in this session as we take you through a comprehensive approach that enables you to take the necessary steps to secure your ServiceNow instances. We will share with you best practices and you how you can harden your instances, monitor security issues and increase your overall security posture.</p>
Lab: Service Operations with Virtual Agent, ML and Investigation Framework
Service Operations is about expanding resilient, cost-effective services while delivering extraordinary employee experiences and productivity.We will showcase the Service Operations Workspace for ITSM, which utilizes VA, ML recommendations, and Agent Client Collector (ACC) for incident investigation. You will learn how self-service options across various channels can improve team and employee collaboration.
Lab: Optimize software asset investments with Software Asset Management (SAM)
<p>In this introductory hands-on lab, view the normalization process and how machine learning keeps that process timely and accurate, walk through entitlement importing including bulk imports, understand reconciliation, and how to leverage cost and utilization data in your decision-making, and learn how to set up a SaaS integration.</p>
LinkedIn’s ServiceNow IRM and VRM Solutions – Lessons learned from the field
In this multi-disciplinary discussion, we will hear from the team that runs LinkedIn’s IRM and Vendor Risk Management programs powered by ServiceNow®. Topics will include: 1. Where we started on the journey and sequencing of ServiceNow® solution rollout 2. Things we wished we knew sooner that we learned over the years 3. How automation is allowing the team to improve both efficiency and efficacy (fast and good) 4. Areas of integration, collaboration, and coordination between solutions (CMDB, Entity Types, SAM/HAM, Company) 5. Roadmap ahead to continue maximizing the investments (BCM, IRM, VRM)
A modern employee experience for associates at Edward Jones
<p>Edward Jones’ promise to their clients is to be by their side and help create a better future – that promise extends to their associates. Join us in a discussion to hear the Edward Jones journey to modernize its delivery of HR Services, improve the associate experience and maximize self-service capabilities. Learn the nuances of getting the most from your ecosystem layers (engagement / workflow / data sources) to serve associates with capabilities that work for them as they navigate their day and career at the institution.</p>
Legal contracts workflow automation
Discover how to automate the request, authoring, review, and apporval of contracts for predefined templates such as NDAs and third party contracts with ease.
Demo: Unleash the potential of enterprise shared services: A live walkthrough
<p>Drive departmental efficiencies across your enterprise shared services with ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>’s powerful HR, Legal, Workplace and creator workflow solutions to help connect end-to-end processes, discover cross functional insights, and provide a seamless user experience for your entire workforce.</p>
UX Presentation: Workspace leading practices
Learn the leading practices ServiceNow expert product designers follow when creating the configurable workspaces that are part of ServiceNow products. The practices help ensure that your service desk employees experience an intuitive interface that focuses on efficacy and efficiency.
Ask the Experts: Exploring ideas to foster safer and more trustworthy generative AI workflows
<p>The rise of AI-driven applications has led to an increased need for safety and trust in AI workflows. In this session, we will discuss strategies and techniques for integrating safety mechanisms into AI solutions without sacrificing performance or user experience. Rather than providing prescriptive guidance, this session will serve as a community discussion starter, encouraging participants to share their own experiences and insights on data privacy, bias mitigation, anomaly detection, and handling non-standard language patterns. Whether you are a seasoned AI developer or new to generative AI, we invite you to join us in this conversation and learn from the experiences of others. Together, we can work towards building AI systems that are secure, compliant, and capable of addressing the challenges of our ever-evolving digital landscape.</p>
UX Presentation: Accessibility leading practices
Learn the leading practices to maintain or enhance the accessibility (A11y) compliance of your ServiceNow environment's applications. Understand how to create content, make branding decisions, and configure your instance in a way that is accessible for all users.
Power of Storytelling: Driving inspiration & value on the ServiceNow Community
<p>Learn how to build valuable content through the art of storytelling. Willem Zeiler, a ServiceNow® MVP and industry expert, will share a variety of ways he inspires others through the content he produces, including storytelling techniques and best practices.</p>
Bringing AI to Ops – Itaú’s journey thus far
<p>Banco Itaú (the TOP1 private bank in Latin America) will share its AiOps story, from the implementation to evolution. The initial landscape included siloed operations and tools, lack of integrations and manual tasks. Learn how Itaú addressed this challenge with ServiceNow ITOM and ITSM solutions, and how they drastically improved its main KPIs, such as automatic resolution and ownership, by leveraging AI capabilities for correlation and root cause analysis (RCA). Itaú will also share lessons learned and the next steps on this journey.</p>
GBS is now intelligent. Introducing Intelligent Operations Management by Wipro
Join this panel discussion on Intelligent Operations Management, its impact to the Employee Experience, ESG reporting and the bottom line. Intelligent Operations Management (IOM) is the next revolutionary step in Global Business Services - think of it as your “Cheat Code” for global business services. Learn about: - Customer and Employee Experience Led, Digital First Processes, a focus on value, speed and flexibility - How companies can reduce their environmental impact, improve social responsibility, and promote ethical behavior - How the ServiceNow® platform fuels IOM
Roundtable: Success secrets: Create governance and build the right operating model
<p>This roundtable will focus on how to develop a robust operating model that enables you to successfully scale ServiceNow® across the enterprise. Join to learn how to get governance right, standing up a COE, managing technical debt, etablishing a robust adoption plan and managing enterprise demand.</p>
Roundtable: The what, why, and how of Employee Center
<p>This Knowledge 360 Exchange provides insights on deploying Employee Center to improve self-service, engage employees, and drive productivity. Join one of of these facilitated round table discussions: getting started, multi-phased Employee Center deployment, employee centric browse and search experience, targetted communications, and unified portal governance.</p>
Lab: Accelerate business outcome attainment with ServiceNow Impact
<p>If you already have ServiceNow<span style="font-size: 12.0pt;">®</span> Impact, our value acceleration solution, we provide actionable resources to help you increase business outcome attainment, platform adoption and effectively manage value realized from your ServiceNow investments. Join this hands-on workshop where you'll work with ServiceNow value acceleration experts, and your peers, to leverage ServiceNow Impact resources and tools to build an end-to-end process to implement effective value realization.</p>
Roundtable: Steps to ITOM implementation & deployment success
<p>This Knowledge 360 Exchange which will focus on how to leverage the power of IT Operations Management (ITOM) to fuel service operations, and take your IT organizaiton to new levels of quality and efficiency. Join a round table discussion on one of these topics: how to monitor the health of your CMDB, getting data foundations for CMDB health, Service Mapping approach, best practices in ITOM Discovery and practical steps for aligning Common Service Data Model.</p>
Harnessing the power of AI and Cloud to redefine enterprise success!
<p>Efficiency, Risk & Cost. Attend this session to hear Voya's journey of: 1. Harnessing the Power of AIOps-Event Management to optimize the operations team helped reduce 15% of the operational spend and simplified the tools environment 2. Leverage SecOps Vulnerability Management helped bring clarity to the chaos and streamline prioritization and mitigation of 100K/vulnerabilities a month 3. Synergize the IT: 500+ Software, Multi-cloud, 1000+ Applications, 11k+ Employees, 5M+ Customers. A single Portfolio Management to manage the technology and help transform the Business & IT</p>
UX Methods Lab: Theming across your instance
Learn how to create engaging, branded experiences across the ServiceNow platform.
Revolutionizing the end user experience: Johnson and Johnson's journey
<p>In a world focused on contracts and costs, have you stopped to think about your end users' experiences with your support organization? J&J will demonstrate how it incorporated experience into the ITSM workspace for agents. Combining the power of experience results (surveys), workspace, and agents' skills, it is serving empathy and understanding to end users. J&J is driving satisfaction up and poor experiences down - come find out how.</p>
Move the world and your people: How Mercedes Benz experience goes beyond vehicle
<p>Mercedes Benz's commitment to a modern, luxurious experience does not stop with the world's best vehicles. The organization, with its commitment to quality and a desire to "move the world", made it a mission to transform into a state-of-the-art, people-centric HR organization. With the help of Deloitte and ServiceNow®, they crafted a solution that covers the full scope of employee-relevant HR services. Now, with more than 120K employees onboarded onto the ServiceNow platform, Mercedes Benz is "driving their future" toward a resilient workplace.</p>
Demo: Create an app with your morning coffee, how fast app dev makes an impact
It's Friday morning and you’re once again tasked with updating a spreadsheet associated with a completely manual process. Instead of gritting your teeth and powering through, grab an extra shot of espresso and build a low-code app to automate this process for your entire team! In this demo, see how Tom did just that by leveraging ServiceNow®’s Citizen Developer program. Learn about the capabilities used to build the app, the community support provided by ServiceNow’s Citizen Developer program, and, of course, see the app in action!
UX Methods Lab: Jobs To Be Done: Identifying users' unmet and underserved needs
In this introduction to the Jobs To Be Done (JTBD) framework, learn how to discover and frame the right problems to solve for your users (their JTBD) in order to inspire innovation and guide solution development.
UX Presentation: Writing good content leading practices
Whether describing a catalog item or crafting a knowledge article, it is important to make the content accessible to your users. Learn content writing best practices from some of ServiceNow's product content experts.
Lab: Build your first robot with our new Universal UI Recorder
<p>In this lab, you will get to build your very first robotic automation using ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>'s latest features in RPA Hub such as the RPA Desktop Design Studio, Universal Recorder, Chrome Connector and Unattended Robots. The lab will teach the basic skills of RPA like installing all the components, communication between robot and ServiceNow and - most importantly - to solve the input form challenge on rpachallenge.com.</p>
HR made simple at Lowe’s – Frictionless, effective, and efficient HR services
Lowe’s is optimizing the HR service experience for it’s over 300,000 associates by focusing on creating a simple experience, running efficient operations and streamlining process, procedures and knowledge. A modernized myHR experience launched recently that offers chat allowing us to serve our associates 24/7. Join this session to learn how the team has utilized ServiceNow® as the foundation of the experience - for all employees, no matter how or where they work.
Metaverse Mystery to Reality – Use cases from Employee Experience, Manufacturing & Retail
The metaverse has the potential to revolutionize the way we live and work when it becomes reality. A scaled network of immersive virtual worlds impacting employee engagement to customer experience, retail to manufacturing, the application of the technology will be as limitless as the metaverse itself. In this Think Big session, we break down what the metaverse is, what it’s not, and how to prepare by automating, hyperpersonalizing, managing digital assets, and hiding complexity.
Demo: Optimize technology asset investments
Understanding your ITAM strategy, roadmaps, spend, and risks are critical, especially as budgets tighten and priorities shift. Managing and automating your technology asset lifecycles gives you greater influence with more IT and business technology initiatives such as security, employee experience, ESG, and IT spend strategies. Join this demo to learn how ServiceNow® IT Asset Management can help you optimize costs and utilization of your asset investments across software, hardware, and cloud to reduce tech spend, mitigate asset risk, and automate the full technology lifecycle with workflows—on a single platform.
Demo: Transform digital operations by automating and adapting quickly
Quickly adapt to shifting priorities and remove digital friction with ServiceNow®’s single, unifying platform for digital business. Join this demo to see how companies can continue to grow and evolve despite ever-changing challenges. ServiceNow’s consolidated platform helps drive a cost-effective solution that enables the organization to quickly adapt to change, develop new automation and maintain existing services. Find out how a global retail pharmaceutical company utilized a solution-based approach to plan strategically, increase efficiency through automation and save money on software spending.
Managing AT&T’s Fiber Broadband Networks
<p>From businesses to the individual consumer, AT&T’s broadband networks have become increasingly central to every aspect of day-to-day lives and businesses. Customer demand for connectivity isn’t slowing down, which makes managing AT&T’s fiber network critical for maximizing network investment, managing orders, and improving service experience. Learn how AT&T is leveraging ServiceNow® to rollout and manage both their fiber network and operations. </p>
Panel: Improving finance and procurement operations with ServiceNow ERP workflows
<p>Managing the complexity of ERP systems (and the back office finance and procurement functions they support) is a challenge most large organizations face. Often times, efforts to manage this complexity have led to overly customized ERP systems along with a less than ideal user interface. In this Think Big panel session, learn how KPMG and ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> are delivering value by helping addressing both of these challenges. The result: a “cleaner core” ERP system, a significantly improved user experience, and ultimately, more efficient back office operations.</p>
Panel: How one of the largest enterprises connects its workers via a unified experience
<p>EY and Merck KGaA Darmstadt Germany have collaborated on joining the three key dimensions (experience, engagement, empowerment) for all employees across the world. We have stretched the traditional intranet portal to deliver an unified employee experience which includes: - Work : Be productive - Grow : Improve skills and impact - Connect : Feel connected In this session you will learn how to make ServiceNow® an essential part of your co-worker's daily life. This session will demonstrate how traditionally dispersed information and services were brought together to deliver an omni-channel consumer grade experience.</p>
Panel: ServiceNow Employee Experience as an integral part to digital transformation
Join this fireside chat featuring Ryder System and Expedia, as they discuss how they are leveraging ServiceNow® Employee Center Pro as their digital launch point for employee experiences. These organizations from varying industry backgrounds are harnessing the power of a unified experience platform to drive productivity and streamline service operations. From serving up personalized experiences, targeted content, to driving greater service efficiencies – EC Pro is at the heart of how these organizations continue to scale and drive resilience across all workers in their channel of choice.
Increase productivity and strengthen your security posture with ServiceNow SCIM
<p>The key to securing identities is to make it easy for admins to control them, which includes provisioning, updating and deprovisioning identities. Using the Now Platform®, developers and architects can help their organizations centrally manage identities from their preferred ‘identity trust’ such as Azure Active Directory, or Okta and the Now Platform. Join this demo to learn how a System for Cross Domain Identity Management (SCIM) implementation provides an opportunity to create a centralized identity trust which is replicated downstream to applications and services.</p>
Optimizing enterprise-wide service experience: How Merck KGaA leads the way on GBS
<p><span style="color: rgb(0,0,0);"><span style="font-family: Calibri;">Unlocking the key to exceptional cross-departmental employee experiences is a top priority for many but requires a shared vision for digital transformation that prioritizes consolidation, simplicity, and value. Join Deborah Kops in a fireside chat with Manuel Knoll, Head of Service Enablement and Oliver Darga, Head of MBS Service Experience at Merck </span></span>KGaA<span style="color: rgb(0,0,0);"><span style="font-family: Calibri;">, as they share how their organization is collaborating to optimize services across their 8 largest functions, using an aligned contact channel strategy and Experience Management Framework</span></span>.</p>
UX Presentation: Mobile leading practices
ServiceNow's mobile apps create new interaction paradigms for users. Learn from experts on best practices to follow when creating unique applets in the Now Mobile or Now Agent apps.
UX Methods Lab: Prioritizing the user when organizing content
Many ServiceNow projects involve a large inventory of catalog items, knowledge articles and other content. For users to find the right content efficiently, organization is key. Learn how to gain quick and early insights from your users on how they expect content to be organized.
5 elements of a powerful customer experience with CX leader Elizabeth Dixon
<p>96% of customers say that customer experience is critical for driving brand loyalty. What does it take to create a winning team culture to deliver consistent, rewarding customer experiences? Elizabeth Dixon walks us through 5 elements to create an exceptional customer experience: Choose your Mindset, Create your Culture, Know your Customer, Define your Differentiator, and Pursue Innovation. After 7+ years leading Service and Hospitality, Strategy and Research at Chick-fil-A, Elizabeth coaches business executives from Disney, Southwest, Gap, and Zappos to help them achieve their CX goals.</p>
Demo: Source-to-pay: This is the way
Want to see how ServiceNow® rebelled and transformed the ancient and disordered source-to-pay experience? In this adventure we'll show you how we started the rebellion by transforming procurement in 1H 2022, how we added supplier management to our alliance in 2H 2022, and we'll show you the impact of the new Accounts Payable Management app in 2023. Plus, we'll have a teaser on what's to come in 2H 2023. With ServiceNow, source-to-pay is a process of Zen. This is the way.
Lab: Creating a new end-to-end citizen service in Public Sector Digital Services
Join government experts from ServiceNow as we cover the process of making a new government services available to citizens. In this session learn how to: Create a new citizen service Adding a record producer to add the service to the citizen portal Ensure contextual knowledge associated with the new record producer Effectively communicate its availability
Demo: Activate ESG across the enterprise
Join this demo session to learn how to Activate ESG across your enterprise. The demo will show how ServiceNow® enables you to turn your ESG intent into impact, achieve your Net Zero goals, and reduce the ESG impact of your value chain – all on a unified platform that helps you build your reputation and trust as you generate value and deliver sustainability, equity, and ethics impact across your organization.
Securely deploying a vendor portal
<p>Security is a key concern for all enterprises, yet deploying a Vendor Risk Management solution requires enabling external access to ServiceNow®. Discover how a Fortune 500 company could launch an external-facing vendor portal while adhering to its strict security standards. This session will cover the requirements and concerns identified and the options considered. Attend this session to learn how to launch an external vendor portal, covering key architectural and security considerations, necessary controls, and how to minimize manual admin tasks.</p>
Innovating the employee and customer experience
<p>Microsoft and ServiceNow<span style="font-size: 12.0pt;">®</span> have partnered to make the world of work achieve more. By seamlessly embedding ServiceNow workflows into Microsoft Teams, together we empower employees to work where they already work, find answers to common problems faster, and manage more complex matters to a live agent. And this is all managed on a single portal. Join this session to hear more about how Microsoft and ServiceNow’s partnership is improving service, experiences, and access for employees and raising customer satisfaction scores to 100%.</p>
Demo: Transform enterprise security
What does it mean to “transform enterprise security?” It can mean a lot of things to many different people. This demo session will explore how organizations are using ServiceNow® Security Operations to change how they more effectively manage and respond to security events across the enterprise.
How M&T Bank is rapidly expanding the Now Platform with ServiceNow Impact
<p>Learn how M&T Bank, with more than 1,000 branches across the eastern U.S., is using ServiceNow® Impact to accelerate the value of the Now Platform<span style="font-family: Calibri , sans-serif;">®</span>. With ServiceNow Impact, they are improving the way they create roadmaps and oversee governance of the platform as they rapidly expand its use.</p>
How ServiceNow Impact is paying dividends at Northwestern Mutual
<p>Hear how Northwestern Mutual is using ServiceNow® Impact, a first-of-its-kind value acceleration solution built on the Now Platform®, to increase the value of their ServiceNow investment. ServiceNow Impact helps Northwestern Mutual boost the expertise of their ServiceNow staff with training and certification paths, augment their team with experts on demand, and improve instance health with health scans and accelerators.</p>
Realize value faster with ServiceNow Impact
<p>Learn how ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> Impact accelerates time to value on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>—by combining expert coaching, personalized insights and recommendations, peer benchmarking, premium technical support, role-based training, and curated content—all delivered in a personalized digital experience.</p>
Realize value faster with ServiceNow Impact
<p>Learn how ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> Impact accelerates time to value on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>—by combining expert coaching, personalized insights and recommendations, peer benchmarking, premium technical support, role-based training, and curated content—all delivered in a personalized digital experience.</p>
Demo: Create a seamless customer and field service experience
Customer service is at the heart of any organization. Meeting customers where they are improves customer satisfaction, while boosting employee productivity. Discover the newest innovations in Customer Service Management and Field Service Management. Join this demo session to learn how to: -Deliver a connected experience across customer and field service -Provide omni-channel support for customers -Complete the job right the first time in the field
Panel: Commitment to service: Government best practices in customer experience
<p>Government agencies and their employees have a commitment to service. Although poor customer experience won't result in lost customers or decreased revenue, agencies know poor experiences impact trust and disengage employees. As agencies strive to achieve their mission to serve their communities, providing a transparent and secure customer experience is a priority. This panel session will share a variety of case studies and discuss the best practices to improve their customer experience.</p>
Dynatrace as a foundation for ServiceNow automated ITSM
<p>Automation, AIOps, and enterprise-wide observability are all fundamental to enabling digital transformation at scale in complex multi-cloud environments. That’s why Global Systems Integrators rely on Dynatrace to automate ITSM for the world's largest enterprises and government agencies. In this session, learn how Dynatrace’s observability platform, powered by AI and automation, integrates with ServiceNow® ITSM to bring real time visibility into application and infrastructure problems with automatic root cause analysis and business impact.</p>
Demo: Deliver strategic technology initiatives
Strategically, it is more important than ever to have the digital dexterity to spot business opportunities and threats early and implement change quickly. But obstacles include poor strategic alignment; resource constraints; and multiple systems of record in disconnected tools. In this demo session, learn how Strategic Portfolio Management (SPM) empowers organizations to drive business outcomes by consolidating work planning & delivery; aligning all work to strategy and priorities; and accelerating value delivery at scale so you can maximize business value - all on a single platform.
Ask the Experts: Learn dev best practices in a governed env with Code Checker
<p>In the upcoming Vancouver release, learn how to govern and build automations with the best practices, reducing friction of troubleshooting and fixes. This session goes under the hood to understand how RPA Hub and the Design Studio are tied together to bring the best out of developers</p>
Using ServiceNow to build cyber resilient connectivity with law enforcement and government partners
<p>The Australian Federal Police (AFP) is the first government agency to use ServiceNow® to implement a public Customer Service Management (CSM) system integration with a secure agency environment. Join this session to hear how the AFP successfully utilized the ServiceNow® CSM to build the National Operations State Service Centre (NOSSC) portal. Through the NOSSC portal, partner agencies are able to submit requests for assistance, report criminal activity and interact directly into secure AFP systems. This allows for timely responses and a closer level of engagement to prevent and disrupt crime, respond to emerging national and international issues, and protect Australia from serious organized crime and terrorism. From this the AFP is now working with ServiceNow® on potential future application of this pattern for higher assurance connections between the community and policing agencies.
Spotlight Keynote: Say YES to elevating customer experiences AND lowering expenses with ServiceNow
<p>Customer expectations for exceptional customer service have never been higher. But today organizations are being forced to decide: Do they elevate experiences or lower expenses? With ServiceNow, you don’t have to choose – you can do both! Hear inspiring stories directly from a global coffee brand and an in-home healthcare pioneer. Learn how ServiceNow automates and streamlines customer service processes, engages customers with easier self-service, empowers agents with intelligent guidance, drives operational efficiency across the order lifecycle, and extends seamless service experiences in the field - all for faster issue resolution at lower costs.</p>
Protect and preserve your ServiceNow data with a SaaS data protection platform
<p>Whether caused by an inadvertent deletion, misconfigured automation, or malfunctioning data integration, losing critical ServiceNow® data can impact your business operations, productivity, and compliance. When a data loss or corruption occurs, you need the ability to recover data with speed and accuracy. In this session for ServiceNow platform owners and developers, learn how OwnBackup, a ServiceNow Build Partner, helps drive data resilience, compliance, and innovation with best-in-class backup and recovery, archiving, and data seeding solutions for the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>.</p>
Insights from Xerox’s Service Experience Transformation
<p>With a long history of innovation, Xerox continuously strives to enhance their service experience. Technicians and agents globally use ServiceNow and CareAR augmented reality to speed resolutions, boost remote solve rates and reduce carbon emissions. Join us as Xerox shares best practices from their own service transformation, including ways they are increasing uptime, deflecting dispatches, and managing the skills gap with automation, workflows, augmented reality, and artificial intelligence. They’ll also share the critical KPIs and metrics they use to measure success.</p>
Automating intelligent commerce for speed and cost savings using RPA
<p>In modern global commerce, intelligence and accuracy is everything. The pace of competition and tight industry profit margins demand it. Inmar Intelligence is a data-first and customer-centric technology provider with a rich history that's trusted by the world's leading retailers. To digitize and transform their operations, create cleaner data, and improve the productivity of their workforce, Inmar turned to ServiceNow®’s Automation Engine to achieve “24/7 automation." Join this session to learn about how the Inmar RPA program has delivered rapid results for its transforming business.</p>
Create seamless employee experiences and improve productivity
Talent is a key competitive differentiator for manufacturers. Learn how ServiceNow® helps manufacturing leaders create frictionless experiences for employees to improve satisfaction and organizational productivity.
Spotlight Keynote: Grupo Bimbo and Caterpillar say YES to creating value across the manufacturing value chain
<p>How can manufacturers address their most pressing challenges and thrive in any environment? In this fireside chat, learn how ServiceNow® enables manufacturing leaders to drive action across every part of their value chain. Gain an understanding of the manufacturing solution portfolio and hear from Grupo Bimbo, Caterpillar and ServiceNow on how manufacturers are expanding the use of the platform to become more agile and manage risk.</p>
Using Security Operations to reduce friction and drive organization change
Hundreds of thousands of vulnerabilities are discovered yearly leaving organizations with the challenge of how to effectively manage them. This presentation will cover how State Farm is leveraging ServiceNow® Security Operations capabilities to help manage vulnerabilities while reducing friction with vulnerable asset owners. The session will also cover opportunities for data collection and use of meaningful metrics to provide business insight. Learn how this approach helps influence organizational wide change to improve security posture.
NBA Properties revolutionizes workplace experiences with ServiceNow
The NBA emerged from the pandemic with new learnings and use cases for creating a better, more engaging working environment for staff and employees. With ServiceNow®, the NBA was and continues to take action around workforce management, space layouts, and building utilization based on employee behavior data. ServiceNow Workplace Service Delivery provides a holistic understanding of building badge access information, cafeteria services, tech bar utilization, hybrid versus remote personas, providing NBA the insights needed to revolutionize the workplace experience and its management.
Protecting sensitive data with ServiceNow Platform Encryption
<p>With more data moving to the cloud, failure to adequately protect sensitive data such as Personally Identifiable Information (PII) could open doors to significant financial loss, reputational damage, legal ramifications and more. ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> Platform Encryption offers a layered approach with flexibility to use multiple encryption technologies to protect sensitive data and ensure compliance with privacy policies, regulatory requirements, and contractual obligations. In this session, you will hear how customers have benefited from using Platform Encryption to help protect sensitive data.</p>
ServiceNow Secrets Management for ITOM Discovery
<p>ServiceNow® ITOM Discovery is a critical aspect of IT infrastructure creating an accurate and up-to-date record in CMDB. Hence customer security teams need to ensure that ITOM Discovery is implemented securely. Join us in this session and learn how Admins, Citizen-, and Pro-Developers can use an industry first client-side encryption for ITOM Discovery credentials on the Now Platform® without impacting ServiceNow functionality.</p>
UX Presentation: Using platform analytics to communicate clear and engaging insights
<p>If you're looking to effectively communicate insights from your analytics platform, join this leading practices session and discover how to present your findings in a clear, concise, and engaging manner. You will connect these practices to the latest techniques the ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> platform has available. You will learn from ServiceNow's experience experts on the Platform Analytics Leading Practices team to guide your dashboard design so they deliver visual stories to maximize insights related to specific goals and objectives.</p>
Ask the Experts: Five steps to visual happiness: Better data visual storytelling in ServiceNow
<p>Join this session to learn how to drive your users from just consuming data, to information, to meaningful insights and eventually better business decision-making and actions. This session is less about the actual tools, but more about the fundamental steps you should follow, the information to gather, and best practices you can apply to be able to do the best visual storytelling. You can apply this everywhere, but yes, we WILL show you how to apply this within our ServiceNow®<span style="font-size: 12.0pt;">®</span> platform using Next Experience's new dashboards and visualizations powered by reporting and Performance Analytics.</p>
Ask the Experts: Theming
Would you like to theme your instance or have you already themed it and want to know more about best practices? Come to the this session to hear about new features coming to Theme Builder and ask the experts or provide feedback on theming!
AccessFlow IGA: Maximize the value of IGA on ServiceNow
Imagine a world where Identity Governance and Administration (IGA) is transformed - where end-to-end automation and improved compliance are the norms. This world is within reach with AccessFlow IGA, a SOC-certified, cloud-based Access Management & Identity Governance solution built on the ServiceNow® platform. It offers streamlined access management, proactive risk management, and complete visibility, all while leveraging the performance, security, GRC, and user-friendly interface of ServiceNow®. Join this session to hear how AccessFlow IGA can skyrocket your organization’s IAM approach.
Adopt CSDM: Journey for innovation with any-ops
Developing and managing effective service portfolios is foundational to driving innovation. As organizations build their service and operational strategies (e.g., Traditional IT, ProductOps, Agile/DevOps, AIOps, or NoOps), having a mature and thriving service portfolio is critical to success. This session will address moving from “theory to practice” by building the foundation and extending it using various design ideas that foster a culture of innovation and support an organization’s strategy. Join this session to learn how CSDM can drive innovation and help navigate your ‘any-ops’ journey.
Panel: ServiceNow Workplace Service Delivery as a driver for workplace transformation
<p>With the shift towards flexible work, leaders are challenged to keep pace with the modern workplace evolution, maintain culture and drive collaboration. Join us for this panel session featuring KPMG US and ENMAX as they share their transformation centered on enhancing workplace experiences. Hear lessons learned through the workplace evolution: how to streamline reservations and workplace services, provide employees with interactive maps, and manage space and capacity planning. Leave with examples of workplace strategies and how to drive adoption across the enterprise.</p>
Lab: UX: Streamlining content value realization from customers and partners who have done it
<p>As the ServiceNow® platform becomes more pervasive in your organization, its impact becomes more diverse. However, innovation without governance can leave companies with features and applications that are hard to use, scale and understand value. Innovation and efficiency can quickly turn into confusion and tech debt. Join this panel of enterprise content experts to understand the how to scale documentation process to decrease cost, technology debt, and time to value. Learn ways to automate and integrate documentation to create a consistent, accurate, and engaging content ecosystem.</p>
How can GBS organizations make work ‘flow’ across silos with the center office?
<p>Today, GBS leaders need to unlock more business value from their tech investments to keep up with stakeholders’ demand for proactive insights and personalized user experiences in their Shared Services model. Join this interactive session to learn how the center office and Deloitte's GBS on Now proposition can reimagine the role of service delivery across Engage, Act & Perform pillars. GBS on Now can help leaders improve their current operational transformation while breaking down silos.</p>
How emerging technology can deliver a richer EAM strategy and working experience
<p>In a fast-moving and evolving landscape, how do you plan on harnessing the capabilities of emerging technology and applying them to your EAM strategy? The Internet-of-Things (IoT), predictive maintenance, augmented reality, digital twins, mobile and blockchain are changing the typical EAM paradigm. In this session, we will explore how ServiceNow EAM, with a focus on a future-forward dialog, a solid change framework, and a digital-first culture can inject tremendous value into an EAM approach so it maximizes asset value and revolutionizes the working experience. </p>
Proximus’ back to box Initiative in Customer Service Management
<p>Proximus began their Customer Service Management journey in 2016 that involved choices made based on the available tool knowledge and capabilities. Over time, it realized the need to stay closer to OOTB capabilities. Project 'Back to the box' was adopted with the target to simplify and standardize their setup that led to the migration of Case and Incident management from a scoped app towards a global approach. Learn how Proximus overcame their challenges from a technical and business point of view with the Back to the Box initiative.</p>
Reinventing manufacturing operations for a seamless shop floor experience
<p>Manufacturing operations consist of full-scope transformation of raw materials to finished goods performed at the shop floor by frontline workers. Today, these operations face various challenges such as supply chain issues, skill gaps in the workforce, lack of transparency of performance recording and measurement, and poor use of data and analytics which leads to large gaps in visibility of operations. EY team’s connected manufacturing application leverages the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> to address these challenges and create a better working experience for the shop floor operators and managers.</p>
Streamline your IT Operations with Native Predictive Ops Solution
<p>The enterprise service management team at a Fortune 500 energy conglomerate was challenged to minimise disruptions, increase stability, and become more resilient.</p> <p>Join us to learn how this customer, in collaboration with LTIMindtree, drove better control and visibility across 750 business-critical applications, drove incident reduction by 31%, accelerated the identification of 78% of application service security vulnerability areas, and reduced turnaround time from days to seconds!</p>
Achieve hyperautomation for mobile device lifecycle management
<p>Managing mobile devices throughout their lifecycle, from deployment through end-of-life, brings challenges to any enterprise. Organizations deal with multiple EMM, enrollment, procurement/fulfillment and mobile carrier platforms, and constant swivel-chairing between systems that manage logistics and the manual tasks required. Zero Touch Mobility for ServiceNow® integrates the majority of siloed systems and hyperautomates mobile device workflows from cradle to grave. Join this session to learn how to streamline your mobility management regardless of OEM or OS.</p>
All grown up: A tale of rapid maturity with ServiceNow GRC
<p>Modivcare manages the lives of 34 million people, resulting in constant scrutiny when it comes to protecting patient information. The manual processes once used to manage risks and compliance became a potential liability. Standing at ground level, Modivcare chose ServiceNow®’s Governance, Risk, & Compliance (GRC) product to rapidly ascend the maturity curve. In a matter of months, Modivcare went from less than 10% Risk maturity to monitoring 400+ risks, managing 550% more controls, and managing 100% of policy, procedures, standards, and exceptions in ServiceNow. Learn how to fast-track your GRC goals.</p>
Attracting an audience: Lessons from ServiceNow’s CMO
<p>Digital transformation isn’t confined just to IT, it’s the foundation for competing in a digital-first world at speed and scale. In this very special conversation, ServiceNow's CMO Michael Park and Global Head of Innovation Brian Solis will explore how you can apply industry-leading B2B marketing strategies and best-practices to boost your personal brand and become a change agent. You will learn from a master B2B marketer how to gain influence within your organization, so that you can attract an audience and earn the attention and support of your C-Suite and key business decision-makers.</p>
Deployment of a security operations MSSP utilizing the ServiceNow platform
<p>Companies face various risks such as attack surface management and cyber hygiene, but the lack of IT and security personnel is a major issue. SB Technology works with ServiceNow® to develop services that can handle these issues by joining our security services with the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> functions (ITOM, SecOps). There are very few companies that can manage assets and vulnerabilities in realtime. These services automatically link assets collected with ITOM with vulnerabilities to judge threats in vulnerabilities and priorities for handling them, making for easily performed seamless operations.</p>
Differentiate Yourself: Showcase Your Skills by Sharing Knowledge and Expertise
<p>Learn the importance of ServiceNow® Resume creations on the future of your career. A creation is a video, article, blog, podcast, course, or development project you create to share knowledge and experience with peers in the ServiceNow® ecosystem. Showcasing your skills will be an important way to differentiate your expertise as ServiceNow® continues to expand globally. Creations tell your story and document your learning journey, but they also do so much more. Come hear how you can get started.</p>
Driving transformation towards a business services model at Perkins Coie LLC
<p>As Perkins Coie, LLC embarked on a firm-wide transformation towards a business services model, it selected ServiceNow® to address enterprise workflow and digital strategy. Using a strategic, outcomes-based focus, Perkins Coie partnered with Cask and crafted a 24-month roadmap, layering the ServiceNow footprint over that roadmap. The global law firm is enhancing visibility and is well on its way toward maximizing ServiceNow capability for service optimization, informed decision-making, and much more. Learn how Perkins Coie is using ServiceNow to incrementally solve top business problems.</p>
Elevate Now! The ECC to S4HANA migration challenge is the biggest workflow innovation opportunity of our time
<p>There is significant risk in disrupted business processes, and focus on mitigating disruptions inhibits an organization’s ability to drive additional value through business innovation. With the growing need to migrate the ERP to the cloud, how can your organization continue to innovate throughout the migration and bring innovation around the EPR past parity toward value-add? Discover how to maintain years of ERP process innovation investment as you migrate your core data to the cloud, while unlocking capacity to wow your stakeholders and users.</p>
Elevate Now! The ECC to S4HANA migration challenge
<p>There is significant risk in disrupted business processes, and focus on mitigating disruptions inhibits an organization’s ability to drive additional value through business innovation. With the growing need to migrate the ERP to the cloud, how can your organization continue to innovate throughout the migration and bring innovation around the EPR past parity toward value-add? Discover how to maintain years of ERP process innovation investment as you migrate your core data to the cloud, while unlocking capacity to wow your stakeholders and users.</p>
Caution, hyperautomation ahead: The truth behind Document Intelligence
In 2022, Lera Investment Technologies (LIT) transitioned from 100% manual order intake and fulfillment processes to 98% automation using ServiceNow®. A pinnacle moment for most organizations; yet, this was just the beginning. Wanting to maximize operational efficiencies and order management automation, LIT called on ServiceNow Service Bridge, Document Intelligence, and Machine Learning. With Phase 2 freshly implemented, LIT is primed to expand without future investment. Having hyperautomation in place and order-to-cash optimized, LIT can now focus on continual improvement and IaaS initiatives.
Harmonizing HR and IT to transform the employee experience at Morningstar
Morningstar, a financial services company, will share how they partnered with Cask and ServiceNow® in early 2022 to create a digital strategy to attract and retain talent. Their digital evolution makes meaningful moments within the employee experience frictionless, impactful, and memorable. As the company leveraged ServiceNow's Employee Center Pro, it seeks to deliver a new corporate intranet, enabling a “One Stop Start” for all employees. Learn how Morningstar's shift to one system and architecture creates a consistent employee experience for IT, payroll, and functions across the enterprise.
How Lippert keeps track of IT assets across multiple continents
Ever misplaced your car keys? Ever wonder where you just set them down and now can't find them? Imagine having that problem with an organization that spans multiple continents and is unsure of where its critical assets are. Lippert has more than 90 facilities on five continents. They are a leading manufacturer of commercial vehicle components and accessories. They are 11,000 members strong, and to keep track of all their IT assets, Lippert uses ServiceNow® ITAM to automate the end-to-end life cycle for software, hardware, and cloud assets.
How RiseUp with ServiceNow changed my life: Daniel Falay's story
<p>Hear from Daniel, a Nigerian immigrant who had a life changing moment and an amazing ServiceNow® journey. ServiceNow has given him the opportunity to work with some of the best organizations and clients in the world, including KPMG and Deloitte. His deep skills are in high demand across multiple roles and allow him to deliver valuable outcomes for clients—value he can see and measure with ServiceNow. And he wants to go even further, reaching the pinnacle of ServiceNow expertise by becoming a Certified Master Architect (CMA).</p>
Unlocking the power of self-healing for enterprise
<p>Unlocking the power of self-healing for enterprise - Learn more about Auto-pilot (auto remediate the Alert using machine learning) and see a tool demo.</p>
U.S. Department of State makes faster enterprise-wide decisions with SPM
<p>The U.S. Department of State has a clear vision to deliver a single consolidated system for IT financial management, program and project management, and performance goal tracking to facilitate executive decision-making and support TBM maturity. Attend this session to hear the journey to facilitate effective use of the cloud by using the ServiceNow® Strategic Portfolio Management solution. SPM serves as a central dashboard for tracking all programs, projects, funds, costs, and usage, providing visibility to stakeholders at all levels.</p>
Using APM functionality to fuel SAM intricacies
There are many ways to expand best use functionality in SAM. Have you struggled with stakeholder buy in from other areas that support SAM functions like Architecture, Security, Client Services or the Help Desk? Do you own a less than ideal product catalog and need further support to reduce compliance risk with SW installs? This session will focus in on areas within the ServiceNow® platform that can move your SAM program to the next level of maturity. Learn how OOTB capabilities in APM can help optimize your SAM program.
Using RiseUp with ServiceNow to help meet your talent needs
<p>Need to find new sources of ServiceNow® talent? Want to engage and retain your current ServiceNow® talent? Join this session to learn how our offerings have helped customers do just that! </p>
How Sony created an unparalleled gaming experience with Observability
<p style=""><span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);"><span style="color: rgb(3,45,66);"><span style="background-color: white;">Sony leapt into the next generation of gaming and gained deeper insight into their player’s gaming experience using distributed tracing capabilities. Learn about its efforts to bring end-to-end visibility of their players throughout all phases of the PS5 launch, plus their instrumentation and telemetry pipeline challenges. And see how ServiceNow Cloud Observability helped Sony visualize player experiences from the console throughout their entire platform.</span></span></span></span></span></p> <p style=""> </p> <p><span style="font-size: 10.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(33,33,33);"> </span></span></span></p>
Human centered design utilized to improve the ServiceNow Experience
RSM's Human Centered Design Team (HCD) discusses how they work with clients to identify and measure the audience's needs in building superior ServiceNow® workflows.
Insight & vision: Know the budgets, priorities and tactics of industry leaders
NTT DATA delivers groundbreaking original research to this session. Featuring the only ServiceNow® survey of its kind, this presentation will preview all new research providing industry benchmarks on the tactics, priorities, and budgets shared by over 500 ServiceNow platform owners and executives. Want to know which KPIs ServiceNow customers are tracking? Or which three ServiceNow functions received the largest adoption in 2022? Curious about the biggest challenges facing ServiceNow customers today?
Save 1000s of hours annually using Integration Hub - Extract Transform Load
Join this session to learn how Thirdera removed exceptions and streamlined Service catalog fulfillment using Integration Hub ETL. Learn how a CMDB integration for importing mailboxes/DLs and some updates to catalog items (in the mailbox and DL space) will use automation to leverage this integration data and provide automatic request fulfillment without exception, share key takeaways and lessons learned, and a live demonstration of the same. By the end of the session, you'll have a better understanding of the benefits of Integration Hub ETL.
Say YES to doing more with less and investing in innovation
<p>In uncertain times, we need to do more with less…yes! But we can’t do more with less at the cost of what defines our unique value proposition and what keeps us competitive…exceptional employee and customer experiences. So, we also need to say yes to innovation. As Bill McDermott says, people are risk-averse when confronting potential gains. They become risk-seeking when confronting potential losses. Global head of innovation and 8x best-selling author Brian Solis will share an inspiring and mindshifting approach to seeing two horizons for iterating and innovating forward.</p>
ServiceNow training takes Becton Dickinson and Trisha Johnson to new heights
<p>To deliver innovation that matters, Becton Dickinson (BD) needs to be more efficient and agile than ever before, and that means accelerating and streamlining the way the company works. That’s why BD embarked on an ambitious enterprise shared services program—a program that's now grown to empower 190,000 employees, partners, and customers around the globe. Hear how Trisha Johnson, who runs BD’s ServiceNow® platform team, attributes a large part of BD’s and her own career success to ServiceNow training and certification.</p>
Learn 5 crucial lessons from successful CXOs after going “All In”
<p>Has your organization embraced digital transformation, but is still struggling to achieve the desired business outcomes? Join this discussion between Chief Digital Officer Russell Jukes, DXC Technology, and Dave Wright, Chief Innovation Office, ServiceNow®, discuss five crucial lessons for changing the way organizations operate to unlock the full value of digital transformation. Hear about the challenges they overcame and how the ServiceNow platform has been a strategic catalyst to drive value creation with speed and agility for lasting change.</p>
Game Show: ServiceNow Family Feud
Built on ServiceNow®, this is our version of the popular U.S. TV game show that tests two teams to answer survey questions for bragging rights and a trophy. Find Chuck any time during the conference and geek out on the ServiceNow app and custom hardware that drives the game.
Karaoke
<p>Join the party as we sing karaoke using a ServiceNow app. Everyone is invited to sing along. Don't feel like singing? You can still use the app to rate others and leave comments. It's going to be a blast!</p>
Demo: IT Operations Management overview
In this session, you will see how IT Operations Management helps modern Operations teams discover and map their critical infrastructure components as configuration items in the CMDB. See how ServiceNow® utilizes AI and Machine Learning to uncover issues before they cause problems, featuring a customer-inspired demo showcasing the power of ITOM AIOps.
Demo: Scale cloud excellence with ServiceNow
As organizations deliver applications and services supported by the cloud, teams need to know how to plan, scale, and operate the cloud. In this demo session, learn how ServiceNow® is helping companies deliver application modernization, rationalize applications, scale cloud processes, gain visibility, and operate cloud services with improved security and AIOps.
Demo: See how Workforce Optimization modernizes enterprise global fulfillment
<p>This demo will highlight a large company’s journey in transforming 4,000 of their fulfillment centers globally with Workforce Optimization for ITSM. Other topics will include how this company was able to centralize their application sprawl to eliminate redundancies, inefficiencies, and duplication of effort. </p>
Demo: The power of Now: How the ServiceNow Platform drives growth and reduces cost
<p>Learn how the ServiceNow® Platform and its powerful no-code workflow automation capabilities help your business deliver empowered experiences, develop purposeful automation, and create organizational agility.</p>
Digital transformation requires talent transformation
<p>Many organizations will experience a digital transformation related IT skills shortage. At the same time, the roles & skills you need to be successful in digital transformation are changing. Join this session to learn how RiseUp with ServiceNow® can help our customers answer their top-of-mind talent questions to meet their evolving talent demands.</p>
Center the human - The total enterprise experience
Join this Think Big session to learn how – and why – a successful transformation centers the human experience. The session will explore how an ecosystem can move faster, respond more nimbly to opportunities, and be more resilient to change with a total enterprise experience mindset.
Demo: Automate and optimize processes across teams to serve customers better
For most organizations, customer service is an island unto itself: Disconnected from the greater business and unable to integrate or automate at higher levels. By linking customer service with departments across the business, you can automate and optimize processes to route work efficiently – all on a single platform powered by Customer Service Management and Automation Engine. Join this demo session to learn how to: -Digitize and connect siloed processes -Integrate data for a holistic view of the customer -Automate tasks and provide transparency to everyone involved
Demo: Blast off with automation at hyperspeed
In this demo session you will see ServiceNow®’s hyperautomation capabilities at work in a way you have NEVER seen them before. From speaking to the Virtual Agent in “any ServiceNow supported language” by phone and watching our RPA technology transform voice into action like you wouldn’t believe. Get an overview of how ServiceNow is transforming business across the globe with hyperautomation. Get ready for blast off and buckle up for Knowledge 2023!
Demo: Conquer multi-cloud with Service Graph Connectors and the CMDB
If you have multi-cloud environments, this demo is a must. Learn how to use one platform to rule your investment in multiple clouds including AWS, Azure and GCP. In addition, the demo will highlight how to automate data collection with new Service Graph Connectors. We'll cover how to ensure completeness and control overlap with our new CMDB 360 view. See how to easily compare costs, control software licenses, and scale resources with trusted data and our new cloud tools.
Demo: Drive service operations excellence with Digital End-User Experience (DEX)
Join this demo of DEX to learn how to improve Service Operations for end-user applications with actionable Insights from DEX with SaaS/Web and installed application, device, and network monitoring. Elevate the employee experience with the Desktop experience app. Measurable outcomes with DEX – - Enable data-driven decisions and actionable insights for IT Support - Elevate employee engagement and productivity for employees - Right-size SaaS subscriptions with SaaS web metering - Real-user web application monitoring and reporting poor experience signals to AIOps
Demo: How I learned to love governance (and the CMDB Data Manager)
Trusted CMDB data makes service, operations, and asset management work! And governance is the key to trusted data. Your team will love it too when they learn how to automate quality with the CMDB Data Manager. Join this demo to learn how to unlock easy attestation, set policies to self-clean the CMDB after end-of-life activities, and so much more.
Demo: Improve your security posture with ServiceNow Security Center
<p>The Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> is a large application environment with many granular security configuration options and potentially sensitive data that may attract external security threat attacks. It is critical platform admins have access to easy-to-use tools, reports and alerts to ensure instances are secure and in compliance with regulatory requirements. Join this session to learn about the new ServiceNow® Security Center and how it provides actionable security insights, security analytics, and best practice recommendations to ensure a stronger security posture and increased compliance with regulatory mandates.</p>
Fast-track recruiting and ramp-up time with RiseUp’s net-new, job-ready talent
<p>Need new talent to take your business to the next level? Talent scarcity can be remedied and is not a blocker to your success. RiseUp with ServiceNow®’s Workforce Development (WFD) team is training net-new, job-ready talent and offers a variety of sourcing, skilling and hiring options to fit your talent plans and DEI goals. Learn how our RiseUp WFD experts can help you to simplify talent considerations, position program options to match your needs, and swiftly source your next “best” hire.</p>
Formulas - A new friend in your no-code ServiceNow journey
<p>Join us to learn how the no-code experience on ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> platform just gotten better with Formulas. Formulas help application developers to run business computations on the ServiceNow platform with its simple, intuitive Excel-like syntax and set of predefined functions for numeric, text and date/time operations. In this session, you will learn about writing simple to moderately complex formulas, the use of System functions and how to write new User (script-based) functions that are store deployable.</p>
Gen Z developers are the future - What your company can do to be attractive
<p>It's not just memes and TikTok, Gen Z developers (and millennials too) are incredibly tech savvy and are looking for more than just work; they want growth, re-skilling, respect, and flexibility. We'll break down what we have learned about staying relevant in a changing landscape and why it's so important to always be looking at your future prospective workers. Hosted by Earl Duque, who led multiple Gen Z student developer teams and is the lead for the Gen Z Initiatives for the ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> Developer Program, AKA a confused millennial who likes to pretend he knows what he's doing.</p>
RiseUp with ServiceNow: Introducing Career Journeys
<p>ServiceNow®'s newly launched Career Journeys provide our learners with holistic guidance on achievements key to leveling up their careers. They guide learners to a combination of technical skills courses, transferable "power" skills courses provided through a strategic partnership with Udemy, and additional recommendations on ServiceNow engagement opportunities and external resources. Learn about the features of Career Journeys and our plans for the future!</p>
The evolving future of work: How trends are making an impact
This Think Big session will explore trends impacting modern work and explore how companies can proactively develop the skills and strategies needed to thrive in this new world. As we embrace the future of work, we can collectively build a better future for all.
How to sleep well even when your 200 developers deploy apps every day
<p>When hundreds of developers and additional Citizen Developers deploy apps every day on a single instance, your process must be rock solid. This session is about how to set up a development, quality assurance and deployment process that scales and lets everyone get better sleep. Learn how you can help your developer and stakeholder community through automated pipeline, managing application dependencies, running code sanity checks and executing automated tests. Get insights on how one of Germany's largest clients turned a flea bag into the most robust and largest of ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> software factories.</p>
IT value confidential: Connecting IT costs and business decisions
Are you tired of the business claiming that IT costs too much and doesn’t deliver enough value? In their bid to control IT spending, finance and business units constantly seek total cost of ownership, application costing, cloud costing, and project ROI. The solution starts with effectively communicating how business decisions drive IT costs. Learn why ServiceNow® is the perfect place to bring these elements together, link IT investment with business outcomes, and illustrate your value story in real time.
I want some security! Tactical suggestions for building a security program
Everybody needs a little security in their life, just like Otis Redding sang in 1964. Wellstar, embarked on a journey two years ago to build a Security Program, with ServiceNow® playing a pivotal role. Join this session to hear the highs and lows of the Wellstar journey, including the pitfalls and wins that experienced. The session will include a dive into key areas that will help you build a world-class security program of your own. This session will prepare you to take your security to the next level.
Shifting focus: How skills-based hiring solves the digital talent gap, builds diverse talent
<p>The ServiceNow® NextGen program breaks down traditional barriers of entry into a ServiceNow career by attracting and training talent traditionally marginalized from the field of technology. This session will cover why skills-based hiring is the way of the future, how to modify your hiring practices for skills vs. experience, and how diverse teams and candidates drive successful business outcomes. Join this panel discussion of NextGen graduates and the companies that hired them to learn first-hand the how-tos and benefits of hiring from the NextGen program.</p>
Stand out from the crowd by becoming a content creator
<p>Join Allen Andreas, Content Creator and 5x ServiceNow® Community MVP, as he explains how to stand out from the crowd by creating content and building your personal brand within the ServiceNow ecosystem. Learn about the personal and professional benefits of knowledge sharing and key things to consider when creating content such as: how to target an audience, the importance of setting goals, identifying topics to cover, equipment considerations, and more!</p>
Moral and ethical considerations in coding
This Think Big session will explore the outcomes coded into our systems and how to not lose ethics and morals in a machine-led world. We’ll discuss what ethical coding can look like, how to balance AI suggestions with human experience, and explore strategies to achieve ethical coding.
NASCAR delivers on their need for speed with low-code
<p>NASCAR knows speed. And it’s not just their cars that move fast. Last year on the Knowledge expo floor, Chris, NASCAR’s Director of Enterprise Applications, built an app in just 10 minutes with App Engine. Come to this fireside chat to hear how App Engine drove NASCAR’s platform strategy to provide a new unified employee experience for their hybrid workforce – and continues to drive their long-term vision.</p> <p> </p>
Do I need multiple production instances?
<p>Explore the decision to employ multiple ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> production instances for your organization. Dive into the integrations between those instances and the selection process for the right fit for the use case and resources required.</p>
Embrace failure! A developer's perspective on mental health
<p>As professional developers, our code is expected to work. What happens when it doesn't? Whether it's an infinite while loop in production, update sets lost to the cloning process, or that pesky bug that you can't seem to get a handle on - life as a developer can take a toll on your mind. As a fifth year developer and consultant, I've experienced my fair share of projects going wrong. Join me as I recount some particularly painful bugs, managed client expectations, built a technical solution, and embraced my failures on the road to becoming a stronger developer.</p>
Multi-tenant WITHOUT domain separation
<p>Yes, you can be multi-tenant and NOT run domain separation, just by using dynamic filters and “on query” business rules. You’ll learn how in this session and we'll share the scripts and dynamic filters that Texas A&M uses to support the multi-tenant campus ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> environment.</p>
Panel: 15 percent and fearless: A discussion among developers that happen to be women
<p>It is well-known that the tech industry lacks gender diversity, and the ServiceNow ecosystem is no exception, with women representing a mere 15% of the ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> community. Why is this the case? What barriers do women face that discourage them from pursuing a career as a ServiceNow developer? Join developers and administrators, who happen to be women, as we discuss the everyday challenges we encounter in the field, explore some of the hurdles we've faced and how we are able to overcome them. Find a community of women around you to share your experiences with and grow with.</p>
Demo: Securing your financial institution's processes with ServiceNow Vault
<p>Join this demo session to learn about ServiceNow® Vault and how your financial institution can quickly deploy this solution to protect your respective workflows. ServiceNow Vault provides added security and privacy controls that helps financial institutions improve their security posture on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> while increasing compliance levels. This session is ideal for security admins, systems admins, security architects, compliance and risk security officers, IT infrastructure personnel, CISO, CIO.</p>
UX: Beyond user interviews -leveraging feedback to meet user & stakeholder needs
In this session, you'll learn how to conduct effective user interviews that will help you gather insights to inform your design decisions. We'll cover the questions to ask your users and demonstrate the process. Additionally, we'll show you a demo of ServiceNow's survey tool to conduct quantitative surveys and gather stakeholder feedback. You will work with us to create questions, allowing you to incorporate your company’s voice and make data-driven decisions that deliver a better user experience.
Roundtable: How to govern a citizen development program to safely scale app creation
<p>With low-code application development tools, more of your employees can turn their domain expertise into solutions, without adding to IT’s workload. But to scale a successful citizen development effort, a sound governance framework is critical to prevent app sprawl and verify app security. Join this roundtable of your peers to learn more about building a low-code practice with less risk. Whether you are well on the path of your citizen development journey or just setting out, you will learn how low-code tools with the right governance and guardrails can turn anyone safely into an app creator.</p>
Spotlight Panel: Making the world work better with the Now Platform
<p>When the war in Ukraine began displacing hundreds of thousands of families, Welcome.US matched the goodwill and generosity of thousands of Americans with those that needed help fast. How? By bringing the Welcome Connect app to market in 4 weeks on the Now Platform. Join Dave Wright, ServiceNow Chief Innovation Officer, Pat Casey, ServiceNow CTO, Nazanin Ash, Welcome.US CEO and Luc Teboul, Goldman Sachs’ Partner and digital transformation leader, as they discuss how businesses can help non-profits make the world work better for everyone with the Now Platform.</p>
Extending legal services with legal catalog builder
See how legal operations can quickly create and publish legal intake forms for legal request topics with automated routing in this simple no-code solution.
Demo: Automate and optimize technology service operations
How can your organization accelerate digital-first business growth? Technology Service Operations (leveraging ITSM and ITOM together) is one key to your success and it starts with streamlining processes to make it easier for teams to adopt and integrate digital workflows. In this demo , we explore how Service Operations connects IT service and operations management on a single platform, establishing the visibility and collaboration needed to accurately picture your organization's digital transformation, whether it's for IT service agents or operators.
Roundtable: Putting IT financial management into practice: Playbooks for success
Are you working to get IT and corporate finance on the same page? Join this in-depth discussion of the latest trends, challenges, and best practices in IT financial management, tailored by industry. Explore the tools and tactics fellow technology organizations used to level up their financial processes and position IT as a true driver of business value.
How to frame an airtight IT value conversation on ServiceNow
When finance and business leaders don’t understand how technology drives value, IT becomes an easy target for budget cuts. But you can avoid this outcome with the right approach. Learn how to construct a compelling IT value story on ServiceNow® by turning disparate data into context-rich dashboards that visualize spending patterns across the business. Set the agenda around price, performance, and risk using linked datasets tied to cost metrics, and use newfound insights to make more informed decisions.
Empower process owners with Service Catalog for rapid digital transformation
<p>Learn how to enable process owners to put their ideas and automation opportunities into action using Catalog Item Builder. In this session, we will be covering the journey of how we enabled Citizen Development for our customer who is a very large charity in the UK. We will share how their business process owners created more than 50 catalog items in a couple of weeks seamlessly, resulting in automation and a tremendous saving of hours in manual paper-based tasks.</p>
How Itaú reduced incidents caused by changes by 25% and problem SLA by 70%
<p>Everybody knows that data is important to help during decision-making. Itaú Unibanco, the largest bank in Latin America, reduced by 25% the volume of critical incidents caused by more than 15.000 monthly changes. To achieve this, a risk assessment feature for changes was developed, using decision tables and change policies, both being native capabilities of the ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> platform. In addition, we are going to show how we improved incident and problem clustering, providing the best user experience by having an easier process, improving problem resolution SLA by 70%.</p>
Itaú delivering business outcomes using SPM – A journey from Jira
<p>Itau, the largest private bank in Latin America has implemented modern practices for managing outcomes using SPM technology. Attend this session to learn how Itau uses OKRS to provide us with the best results. Learn how the company accelerated the delivery of value for all business units by migrating agile product team management from JIRA to ServiceNow<span style="font-size: 12.0pt;">®</span> SPM for 28K employees. This simplified how IT teams perform agile work management (~80% reduction of gates), enabling a modern digital product management through the continuous discovery and delivery process and improving usability and accessibility.</p>
Wells Fargo drives self-service through HR Virtual Agent guided experiences
<p style=""><span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);">After implementing HRSD in 2021 and analyzing chat data, Wells Fargo identified opportunities to develop new self-service capabilities for employees and managers. Leveraging ServiceNow®'s Virtual Agent, hear the success story of how the product team established a new framework for guided experiences; tailoring workflows aimed at specific HR personas to dramatically improve case creation deflection, answer the most commonly asked questions, drive employees to the right place for support and increase overall customer satisfaction. </span></span></span></p> <p style=""> </p> <p> </p>
Roundtable: Top implementation insights for HRSD, WSD, CSM, and FSM
<p>Starting an implementation project for CSM, HRSD, WSD and FSM? Join this facilitated roundtable discussion where experts will review recommended implementation sequence and the top technical and organizational 'must-knows' for project success.</p>
Lab: Value acceleration roadmap
<p>Attend this hands-on lab to learn how you can accelerate the value you achieve with your ServiceNow<span style="font-size: 12.0pt;">®</span> investment. Learn about leading practices that help you maximize the business outcomes you need and create a value acceleration roadmap customized for your organization.</p>
Demo: Tech Providers: Connect your ecosystem & deliver proactive experiences at scale
<p>Fulfilling an order across a technology ecosystem can be complex and time consuming. Join this demo and learn how Technology Providers can connect their ecosystem to deliver a frictionless service delivery experience. From a streamlined end-to-end ordering process that leverages integrated product and service catalogs, to providing a proactive service experience with full visibility and transparency. The end result? Faster fulfillment of customer orders, higher CSAT and NPS scores, and reduced cost to serve—a win for customers, employees, and partners!</p>
Powering new solutions using Flow Designer at Portland General Electric
Portland General Electric (PGE) initially approached the need to assign recurring work tasks and reminders with a customization done to the Planned Maintenance Module. Three years, 550 maintenance plans, and 60,000 incorrectly created records later, it became clear we needed alternate options. Enter Flow Designer as an out-of-the-box, no-to-low code solution! With a walkthrough and live demo, learn how PGE leveraged ServiceNow® native tools to create a new service offering, redefine & mature processes, and remove manual effort allowing teams to focus on the work they need to complete.
The global current and future state of Enterprise Mobility
<p><span style="font-size: medium;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);"><span style="font-size: 11.0pt;"><span style="color: rgb(31,73,125);">Learn about the global current and future state of Enterprise Mobility and how hyperautomated mobility management is creating an opportunity for enterprises to expand their digital transformation. Join KC Choi, Samsung Electronics’ Global Executive Vice President and Head of Global Mobile B2B and David Kinlough, Senior Director of Enterprise Business Solutions at Samsung SDS to understand where Enterprise Mobility is going and how Samsung and ServiceNow have joined forces to redefine the enterprise mobility landscape and enable new possibilities.</span></span></span></span></span></p>
Building the house of SAM
Understanding that a holistic asset management program was needed to provide a proactive approach to manage IT Assets, Equitable made a decision to design a cohesive SAM Program. SAM Pro was the platform we chose but to implement we knew we needed a partner. Equitable selected Anglepoint to build the solid foundation that would drive compliance and automation. The company is now at a point where it is working on continuous improvements to support the business objectives of remaining compliant, driving cost savings, and identifying/mitigating risks.
UX Methods Lab: Journey mapping
Teams need a shared understanding on users' journeys through a business process to effectively innovate and improve the experience. Learn how to work with stakeholders to map the current state and ideate on an improved future state.
UX: Seamless ServiceNow: Design a cohesive experience for users and stakeholders
<p>Join us for creating a cohesive experience that improves employee experience in alignment with your brand. You'll learn why a cohesive experience is important for your users achieved through effective design strategies and leveraging the ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> platform. Explore the importance of consistency in branding, tone of voice and User Interface design. Discover how a cohesive experience helps to reduce cognitive load, increase engagement, and drive better outcomes for your users and your business. You'll have the knowledge + tools to create a more cohesive experience delivering measurable results.</p>
Lab: UX: Transforming a business process
To successfully move a business process to ServiceNow®, teams need to do more than "lift and shift." They should seize the opportunity to redesign the process, allowing improved technology and user insights to drive true transformation
Panel: Modernizing ERP
Whether it's to accelerate an upgrade, migrate to the cloud, drive efficiency, or deliver a better experience—a clean core ERP is a huge asset today. Attend this Think Big panel session to learn how to increase value capture across procurement and finance functions. Panelists will discuss ways to make existing ERP systems more flexible, more relevant, and more prepared for whatever the future might bring.
Catch your apps taking naps: 3 easy tools to secure your no/low-code apps!
<p>Attend this session to hear how to build a secure app and deploy it in the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>. Learn how customer configuration and challenges faced by security teams and how they can make it secure using the Now Security tools, like Business Rules, ACL, Report ACLs and Glide Properties. Demo sessions to demonstrate common attacks and secure the application. Deeper dive discussions at the Customer Security & Trust booth.</p>
Ask the Experts: ServiceNow Vault provides secure software development lifecycle (SDLC)
<p>As digital data transfer becomes increasingly common for businesses, security has moved to the forefront as an important and integral element of the software development lifecycle (SDLC). Application security is critical and software developers have a critical role in the overall security of enterprise applications. Join this session to learn about ServiceNow® Vault and how it helps developers secure their development lifecycle, validate and authenticate software integrity, ensure security of personal information and reduce the attack surface.</p>
Unleash limitless automation
<p>Join this session to learn from HCL about Cloud automation, Go mapping (one stop shop for Service Mapping) & ELP automation.</p>
Product Roadmap: Cloud Observability - Improving cross-system visibility
<p>Complete, end-to-end visibility is critical as teams migrate workloads from on-premise to the cloud. Hear from Lightstep co-founder, Ben Sigelman, on how ServiceNow Cloud Observability powered by Lightstep is driving cross-system visibility for organizations as they move to the cloud. In addition, get insights on the product roadmap for 2023 and to learn how to bridge Service Operations and Cloud Observability across your organization.</p>
How AT&T is enhancing customer experience with Observability
<p><span style="font-size: 10.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(33,33,33);"><span style="font-size: 11.0pt;"><span style="color: black;">J</span></span></span></span></span></p> <p style=""><span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);"><span style="color: rgb(3,45,66);"><span style="background-color: white;">Join us for a fireside chat to hear how AT&T is leveraging E2E tracing to improve customer experience and remove 60% of operational cost associated with outages. Get insights into the importance of end-to-end observability in modern software development, learn how to deploy OpenTelemetry at scale in a complex and diverse organization, and hear about the challenges and successes of deploying OpenTelemetry into legacy applications. The session will also cover the immediate benefits AT&T has seen since implementing OpenTelemetry and ServiceNow Cloud Observability.</span></span></span></span></span></p> <p style=""> </p>
Spotlight Keynote: Say YES to stronger, better, AND safer with Technology Workflows
<p>Delivering the technology to power your organization’s evolving digital goals is a multi-faceted challenge of managing competing objectives. The CIO needs to deliver better experiences while increasing cost efficiency. The CTO wants to accelerate innovation, without sacrificing resilience. And the CISO must mitigate risks and keep strengthening the ability to respond to expanding threats across the evolving technology landscape. Join this session to learn from ServiceNow, Accenture, and AT&T on how our latest innovations help you increase efficiency and effectiveness across technology delivery – and say yes to stronger, better and safer.</p>
Mondelez revolutionizes global HR shared services on ServiceNow
Join this session to hear the behind the scenes of one of the world's most innovative HR & GBS operations. With 80,000 global employees and a state-of-the-art shared services organization, Mondelez is leveraging ServiceNow® to transform every employee touchpoint. Discover how they built a digital foundation that connects end-to-end processes and provides a employee-centric journey. Learn how workflow automation has led to greater synergy and high-quality, efficient service delivery. This is a success story you won't want to miss!
Ask the Experts: Visually manage your automations for future with single click
Learn how to manage current and future automations based on Change Requests on your dedicated CIs. * Understand the Robot Calendar * Understand under the hood on how CRs and RPA assets are linked * Learn how to take action on your automation assets
Lab: Leverage Strategic Portfolio Management to prioritize & execute initiatives
<p>Take a tour of ServiceNow<span style="font-size: 12.0pt;">®</span> Strategic Portfolio Management in this hands-on lab. Learn how to gather, review, and prioritize strategic investments, set goals and targets; align work items with strategy, visualize key items to delivering strategy, and measure success all in a single platform.</p>
Lab: Optimize hardware asset investments with Hardware Asset Management (HAM)
<p>In this hands-on lab you'll get familiar with the Hardware Asset Workspace and dive into each view of the asset estate, walk through lifecycle processes such as bulk stock orders, mobile asset receiving, and Return Merchandise Authorization (RMA) requests for returning or repairing assets. Learn how to leverage automated workflows to help with proper asset disposal, identifying and returning end-of-lease assets, hardware swaps and asset refreshes, requesting loaner assets, and offboarding employee assets.</p>
Delivering a seamless client care experience at the House of Commons Canada
<p>Delightful client support is critical to the House of Commons strategic priority to deliver unified and seamless services to Canada’s Members of Parliament. Leveraging the next experience and Omni-channel interactions, agents benefit from single-pane visibility into multiple ServiceNow workflows including Employee, Technology, and applications created with App Engine. The House of Commons has enabled agents to quickly initiate and follow cross-departmental collaboration for the speedy fulfillment of client’s needs. Join us to see how our agents are providing an excellent service experience.</p>
Lab: Magically transform a system of record with automation
Discover several ways you can add business logic to turn a system of record into an automated process within a low code/no code tool. In this session you will create a table from scratch using Table Builder, use our new Formula Builder to create a calculated field on that table, build a new workflow from scratch in Flow Designer, and create a reusable subflow.
Peer-to-Peer conversations
Listen, share and engage at the peer-to-peer sharing sessions. Vote on topics, the top 3 for each time slot will be selected by noon each day. Similar to 'hallways discussions' these sessions are intended to facilitate conversations around the voted topic(s) with a structured time and place to meetup. Example topics: CICD, Integrations, Performance, Managing Developers.
Peer-to-peer conversations
<p>Listen, share and engage at the peer-to-peer sharing sessions. Vote on topics, the top 3 for each time slot will be selected by noon each day. Similar to 'hallways discussions' these sessions are intended to facilitate conversations around the voted topic(s) with a structured time and place to meetup. Example topics: CICD, Integrations, Performance, Managing Developers.</p>
♪♪♪ヽ(ˇ∀ˇ )ゞ Tamagotchi? In MY Service Portal? How to have fun learning Angular!
<p>Angular providers are a powerful, secure, and fast tool to leverage for responsive Service Portals. We'll walk you through creating a responsive game with 3 widgets using an Angular Provider and show you the performance of the same widgets using broadcasts instead. We'll compare their performance, and you will walk away knowing how to use Angular Providers for Service Portal. Do you miss your tamagotchi from the 90s? Come on in and enjoy the nostalgia wave! For your best chance at success, experience with HTML, CSS, AngularJS, JavaScript and Service Portal development is suggested.</p>
The pursuit of an unrivaled student experience
<p>The higher education sector is immersed in a period of unprecedented disruption. Student needs and expectations have, and will continue to, evolve rapidly. Georgian College has embraced the need for a digital looking future to meet these evolving student expectations. Learn how Georgian bravely took on the challenge to deliver an unrivaled student experience. In this session, we will share how we put Georgian students at the centre of this student centric digital transformation, and some of the outcomes we’ve achieved on the journey to deliver an unrivalled student experience.</p>
Vault to success: Take greater control of your Now Platform data security!
<p>Discover the benefits of ServiceNow® Vault and how its features can be combined to meet multiple compliance use cases. Learn about Platform Encryption, Data Anonymization, Secrets Management, Log Exports, and Code Signing - all included in Vault.</p>
Increasing data security and privacy with ServiceNow Vault
<p>Data is a valuable asset and protecting it from internal and external threats is critical when it comes to organizations avoiding financial loss, reputational harm, customer trust degradation, and brand erosion. Furthermore, regulations for securing data, imposed by the government and the industry, make it critical for organizations to achieve and maintain compliance. Join us in this session and learn from experts how ServiceNow® Vault can help organizations increase trust and compliance while improving their overall security posture on the Now Platform®.</p>
Ask the Experts: Building RPA automations at scale
Build RPA automations at scale along with error management and understand how to automatically manage retries at ease.
Panel: Watch your apps! Campus readiness with low-code adoption
<p>How do higher education institutions spin up apps in days to meet the needs of their constituents and communities? They build them themselves internally on the same platform they use for their campus IT and operations. This panel is a collection of education customers who had an immediate need and were ready with a low-code solution when they needed it. Hear how apps have been quickly deployed to manage all statewide scholarships and to help students in need of a meal or a place to sleep. Universities are often the backbone of many communities, and they are using the power of the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> to serve their constituents. This innovative panel will get you thinking about what you might be able to build!</p>
Fujitsu’s entire IT revolution with the ‘platform of platforms’
<p>It is difficult for a company without changes to survive in an age of rapid social change and uncertain future. With the aim of continual change and improvement, Fujitsu considers DX as core to the management of the entire company. That is Fujitsu Transformation – known as ‘FUJITRA’. During this session Fujitsu shares a detailed success story of how it enabled the organization to manage approvals through a user-friendly and effective workflows. Join this session to hear how Fujitsu and ServiceNow® have reduced our approval process by 30% and saved time for 120,000 employees globally.</p>
Panel: Reduce cyber risk or drive innovation? Your financial institution can do both
<p>Managing cybersecurity is now a top challenge for financial institutions (FIs) across the globe, with regulators calling for increased accountability from boards and executives. With ServiceNow®, FIs can intelligently orchestrate and monitor risk and security processes, while increasing privacy and compliance. As a result, tech, risk, and security leaders can protect their FIs from lawsuits, fines, and tarnished reputations. Join this panel session of industry security and risk leaders to discuss crucial strategies, and learn how to both reduce risk and drive innovation with ServiceNow.</p>
UX Presentation: Self service leading practices
Learn 5 leading practices to help ensure your self-service implementation delivers the value your users expect. These practices span all of ServiceNow's portal experience (e.g. Employee Center, Customer Service Portal) and are valuable for any custom portal experiences you might create.
Lab: UX: Delivering great self-service experiences
<p>Investing in helping your employees or customers resolve problems on their own? Want to make sure they are successful in their self-service tasks? Join this Lab session to learn how to center the users in your decision making process by applying best practices and user experience methods to your implementation journey.</p>
Lab: Get on the tools with the Hyperautomation Toolbox
Get hands on with all the latest gear in the Hyperautomation Toolbox. You will digitize a paper-based workflow using App Engine Studio, Document Intelligence, Process Automation Designer, Playbooks, Flow Designer, and Integration Hub. Take this highly repeatable framework back home with you and become a digital transformation champion.
Honeywell transforms its digital employee onboarding experience with Now Platform
<p>Honeywell embarked on the journey to centralize and elevate employee engagement across the HR functions. The incubation and build of engaging employee onboarding and an alumni portal accelerated the integration of disparate processes and experiences, resulting in consistent and productive employee engagement across the enterprise.</p> <p>Join us to learn how Honeywell, working with LTIMindtree, harnessed the power of the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> to transform their digital HR experience.</p>
Digitizing employee experience: Unleash the power of 68,000 Siemens Healthineers
Learn how Siemens Healthineers (SHS) is revolutionizing its employee experience. Siemens partnered with Capgemini and ServiceNow® to create an omnichannel employee experience. This new platform enables employees to access HR and IT functions seamlessly. This new service center is set up to provide an unmatched, standardized journey for all SHS employees backed with newly established service centers, while increasing the efficiency of their HR Organization.
J&J Success Story: De-customize your platform and elevate health scan scores
<p>Join this session to hear Johnson & Johnson's de-customization journey. As an early adopter of the platform from pre-Aspen release, challenges turned into opportunities. Through this journey, discover how J&J improved their Configuration Review / Health Scan scores from a mere 58% to an impressive 84% becoming one of the least customized 12 years old SN platform. This session is not just a tale of triumph, but a roadmap for others seeking to follow in J&J's footsteps. By sharing the J&J experience, we hope to inspire organizations everywhere to embrace minimal customization and reap the rewards that come with it.</p>
CreatorCon Hackathon - All are welcome!
<p>The sky's the limit at the CreatorCon<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> Hackathon. Teams of all types go head-to-head in this one-night quest for fun, prizes, and glory. This is an excellent opportunity to build apps that solve real business problems. Any background and skills are welcome! You + the Now Platform® = unlimited brilliance!</p>
CreatorCon Hackathon team formation
<p>The CreatorCon Hackathon is back! Any background and skills are welcome. Not just developers can participate! A well-rounded team is often the key to success. During this time, we will help participants create teams (with up to five team members each). Be sure to add "CreatorCon Hackathon - All are welcome!" to your agenda, too!</p>
CreatorCon Hackathon winners revealed!
Who in their right minds spends eight hours on the first day of a busy conference to hack solutions to hypothetical problems? Your Hackathon teams and winners, that's who! During this session we will reveal and award the winners of the 2023 CreatorCon Hackathon!
Developer organizer meetup
Are you a Developer Meetup organizer or co-organizer? Interested in starting up a new chapter in your area? Join us for this live and in-person organizer town hall so we can share our strategies, expertise, and ideas!
Now on Now: Making AI your new best friend for smarter work
<p>We know AI is everywhere. So why not use it to work smarter…not harder? In this session, learn how we’re making AI our best friend and using it to rapidly transform the way we work at ServiceNow<span style="font-size: 12.0pt;">®</span>. See how we’re infusing AI into the employee experience to completely reimagine and personalize the way we engage with our work and with each other. The result: more productive and more fulfilled employees across every department. Whether you’re a technical expert or an executive, you’ll walk away feeling inspired and informed about the exciting possibilities AI can create for your organization.</p>
Lab: Transforming agency service delivery using Public Sector Digital Services
<p>Utilize Public Sector Digital Services to support citizens, businesses and other agencies. Transform the delivery of services from one agency to another or operate in a shared service model. Government experts from ServiceNow® will explain the agency data model and its value in providing agency shared services, as well as citizen services. You’ll walk away understanding: - How to create a new internal or external agency - Create and ensure record producers are exposed to the appropriate agency or customer - How to support and service both internal and external agency customers</p>
Out with the old, in with the new: Automating risk management
<p>How do you approach the age-old problem and daunting task of modernizing your business? How do you address and manage multiple stakeholders with varying goals? What about different global business units and hundreds of complex processes? Many companies handle their current risk management process with Excel and PowerBI. Join this session to understand how EY and ServiceNow<span style="font-size: 12.0pt;">®</span> teams streamlined and automated risk management processes with specific emphasis on architecting the advanced risk application to leverage a strong entity structure, assessments, and reporting. </p>
Roundtable: The path to the next evolution of human technology
<p>Automation is transforming the way work is done by reducing manual labor and increasing the speed and accuracy of processes. Distributed ledger technology is facilitating secure and transparent transactions, while artificial intelligence is enabling advanced decision-making capabilities. By harnessing these technologies, organizations can achieve greater agility, innovation, and competitiveness. Join this Think Big round table discussion to discover the path of the next evolution of human technology and the promise it holds for improving our lives and shaping the future.</p>
The US Bank employee support experience: Employee Center Pro and Virtual Agent
<p>U.S. Bank recently went live with EC Pro portal for technology and integrated Virtual Agent with MS Teams in order to drive self-service automation that did not previously exist. The company focused on the top call drivers into the Service Desk to automate the top problems. Employees can now access automation from Employee Center or access from Teams/Teams Mobile for support anywhere, anytime. In the first week, adoption increased by over 50% for our portal, went from 34k VA interactions in Jan to over 103k in just a week after launch, and automations triggered 1.4k times.</p>
Reduce spend AND improve employee satisfaction? YES!
Hear how ServiceNow® customers are pursuing profit and responsible sourcing at the same time by saying “Yes!” with Procurement Operations Management. Learn how to build the business case to transform your procurement systems and processes with ServiceNow. Discover how workflows from ServiceNow can help you address environmental, social, and governance (ESG) goals by bringing more of your sourcing effort onto a platform designed for today's business needs.
Modernize your ERP environment with finance & supply chain workflows
Companies are facing a crucial dilemma: Do you continue to rely on established processes – first implemented a decade ago – that are struggling to keep pace with today’s business environment or do you risk a costly upgrade program to bring new innovation to core processes? Hear how customers are turning to ServiceNow® to address the modernization needs of their ERP-centric business processes. Gain advantage from the latest innovations without the cost and risk typically associated with ERP upgrade projects.
Spotlight Keynote: Mars says YES to transforming employee experiences AND driving departmental efficiencies
<p>In today's macroeconomic environment, organizations are seeking to modernize systems and transform operations across the enterprise to increase agility, productivity and efficiency. Join Gretchen Alarcon as she discusses ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>'s employee experience innovations and investment themes and engages Angela Mangiapane, President, Mars Global Services in a fireside chat, exploring how Mars is leveraging the ServiceNow platform to drive an experience-led transformation across their 130,000 employee organization.</p>
Transforming Fonterra’s Global Business Services experience
<p>Fonterra accounts for 30% of the world’s dairy exports and has over 20,000 employees globally. Their Global Business Services (GBS) receive more than 500,000 requests per year—over 90% by email—and their ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> instance was highly customized and expensive to configure and maintain. Fonterra collaborated with EY teams to re-platform ServiceNow in line with leading practices into a one-stop-shop portal for employee services. Together with EY teams, Fonterra is now accelerating the digitalization of its processes through orchestration and automation. </p>
Track the value of your ServiceNow investment
<p>Join this expert-led session to discover how to accelerate your business outcomes and realize the full potential of your ServiceNow investment. Learn best practices for setting baselines, measuring value, and using peer benchmarks to inform opportunities for future improvement.</p>
Track the value of your ServiceNow investment
<p>Join this expert-led session to discover how to accelerate your business outcomes and realize the full potential of your ServiceNow investment. Learn best practices for setting baselines, measuring value, and using peer benchmarks to inform opportunities for future improvement.</p>
Ask the Experts: Building your next automation? Let's talk how AI can help you
<p>Join this session to hear how AI can help build automations.</p>
UX Methods Lab: User observations - contextual inquiry
One of the most powerful ways to gain insights into user friction and opportunities is to watch them work. Learn how to conduct various forms of user observations to apply to your next project.
Digital trust matters: Harnessing blockchain to shape new business models
Join this Think Big session to learn how technology is shaping new operating and business models by harnessing blockchain technologies. These evolutions are helping organizations build transparency, create value for all stakeholders, and build stronger and more resilient businesses that are better equipped to navigate the challenges and opportunities of the coming decade.
Meet our ServiceNow MVPs
<p>Come out and connect with the official ServiceNow MVPs to learn best practices, tips, and tricks on how they have built their career path and reputation as ServiceNow experts and advocates. </p>
Revolutionizing employee experience: A glimpse into the Department of Veterans Affairs transformation
<p><span style="font-size: 10.0pt;"><span style="">The Talent Experience Platform (TxP) was built on ServiceNow</span></span><span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span><span style="font-size: 10.0pt;"><span style=""> utilizing their innovative employee portal, Employee Center. TxP is an employee experience platform that transformed the way that the Dept. of Veteran Affairs employees and managers interact with HR. Join this session to hear how using ServiceNow Employee Center, TXP provides a platform that enhances and augments existing HR systems to create an integrated system of action driven by a personalized, consumer-grade user experience.</span></span></p>
Ask the Experts: Hands-free management of your digital workforce
In order to manage robots there is workforce deployed to increase/decrease the robots based on demand. With this new upcoming feature, the robots can automatically be increased and decreased without ANY manual intervention, keeping the workforce free to work on more higher order work.
Lifecycle management of medical assets
<p>After implementing ITSM and managing IT assets, we look beyond to also manage medical assets in ServiceNow. After presenting our goal for our ServiceNow team we decided to go for Enterprise Asset Management as a solution. This presentation focuses on the project implementing EAM and a short demo to show the value of our processes in EAM supporting healthcare operations</p>
Revenge of the SIF - or was it?
<p>Join us to learn how the Shaw Integration Framework (SIF) provides a central configuration space for all integration needs an organization faces these days to make sure there won’t be a revenge in the end! SIF pairs integration best practices with centralized administration regardless of the type of integration (1-way vs eBond) or technology used. Enforcing instance affinity and authentication requirements, paired with an async messaging API are the core pillars of SIF. The heart is a dynamic handler framework that enables flexibility and time-to-value to deliver new complex integrations.</p>
Panel: Service Mapping goal to glory fireside chat
<p>Join this panel session to hear how Equitable, and Newell Rubbermaid successfully transitioned from goal to glory of understanding business context for their resources. The session will cover the latest ML and tag-based capabilities that enable you to map services in minutes, and we will have a live discussion on how our experts are mapping services today, including tips and tricks they learned along the way. Our experts will discuss outcomes they are achieving with service maps, and what’s next.</p>
Elevate your game with a Total Experience strategy
In today’s highly competitive market, every customer/employee touchpoint counts. Companies need to aggressively inject technology into their enterprise strategy to reimagine experiences to differentiate their brand. Join this engaging panel discussion to hear from customers—TKE, Equitable, and others—about the importance of delivering seamless digital experiences across the continuum of the experience journey. This panel will discuss how they used ServiceNow® to delight stakeholders, advance their market position, and deepen loyalty.
How ITOM and ITSM helps Equitable with self-healing, integrated automation
Equitable faces similar challenges as your organization – delivering services with operational stability with growing regulatory and compliance requirements. Join this session and hear how the ServiceNow® helped Equitable move from manual monitoring of events and too many point tools to a single platform. The session will cover the journey from manual processes to integrated automation. Topics will include automated health checks, improved TLS certificate management, reduced event noise, AIOps, and much more. Learn from our experience and walk away with actionable ideas.
Wrangling livestock inspections with integrated brand management
<p>Have you ever wondered what actually happens at a Livestock auction? We won’t be able to impersonate the auctioneer, but we would love to show you how Livestock Inspectors create Tallys to record livestock counts and determine ownership of cattle brought to market. The inspections mobile app seamlessly incorporates with the Brands registry for brand ownership, lien, and animal health information. All of this comes together at the touch of a finger for inspectors in the field! Expect to see innovative uses of images, signature lines, and PDF generation built for Montana by GlideFast.</p>
Lab: Service Mapping the easy way with service suggestions
<p>Are you looking to get more successful with Service Mapping? ServiceNow<span style="font-size: 12.0pt;">®</span>’s new Service Suggestions is supercharging the creation of Service Maps. Also known as One-Click Service Mapping, this new facility will accelerate the development of application service maps. It requires less technical training and produces maps immediately in a very short time. In this session, you will gain hands-on lab experience for the process and learn the details on how it works.</p>
Demo: Increasing efficiency and transparency in Government through Digital Services and Workflows
<p>Delivering government services to the people and organizations that need them can be complex and time consuming. Join this demo to learn how governments can digitize and modernize the way they work – while providing a frictionless service delivery experience to the individuals, businesses, and organizations that interact with them. From a unified government services portal that makes government more accessible, to agent workspaces with guided decision making, and packaged playbooks – the results speak for themselves: Faster resolution times, reduced cost to serve, and increased CSAT/NPS scores.</p>
Demo: Escalations and Fraud: Connect your data, technology, and teams for automated and cost-effective dispute management and fraud resolution
<p>Managing disputes and investigating fraudulent activity in financial services can be complicated, time consuming, and costly. Join this demo and learn how banks can streamline dispute management and facilitate fraud resolution by creating interoperability between disparate systems and teams. With decision-making automation, intuitive dashboards, and easily to follow playbooks, the impactful end results include the elimination of pain points such as email-based communication and difficult case tracking, transparent status visibility for customers, and improved resolution time and costs.</p>
Deloitte drives people productivity with workforce optimization
<p style=""><span style="font-size: medium;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);"><span style=""><span style="color: black;">Leveraging business value from technology investment and maximizing people productivity are key goals of Deloitte internal services. WFO empowers IT managers leading a true global and hybrid team of 370+ support specialists. They use real-time schedule and shift data to improve staff utilization and make enhanced workload management decisions. WFO provides business service managers one centralized view of all incoming document service requests. Agent’s availability and skill-based assignment to the work queue have been a winning combination to deliver higher SLA’s.</span></span></span></span></span></p> <p style=""><span style="font-size: medium;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);"> </span></span></span></p>
Be pivotal: Tips to help you truly transform
<p>This session will provide insights "from the trenches" that will help you achieve the transformation your leadership is counting on. Some areas we'll cover are: <ul> <li>leading transformation</li> <li>the importance of foundational data</li> <li>how to arrive at good process</li> <li>stakeholder management</li> <li>implementing strong program/platform governance</li> <li>transition from implementation to operationalizing your ServiceNow® practice</li> </ul> </p><p>Whether you are new to ServiceNow® or working to deliver transformation on a longstanding ServiceNow environment, there will be "nuggets" to consider. </p>
Demo: Governance and visibility the cloud-native way: OpenTelemetry with Cloud Observability
<p>Enterprises adopt cloud-native tech and practices in order to accelerate innovation at scale. OpenTelemetry is great for Enterprises that want to maintain vendor neutrality while maximizing coverage for visibility and observability – all with the benefits of a thriving OSS community. Thanks to recent innovations, ServiceNow® can ingest OpenTelemetry data natively to power governance, visibility, and observability use cases. Join this demo to learn why customers are attracted to this approach, how it compares with alternatives, and how to get started.</p>
Product Roadmap: Financial Services Operations for Banking
Banks need a digital platform that can connect teams and systems to deliver breakthrough customer experiences and capture business value, quickly. Banks shouldn't have to choose between investing in relationships or reducing costs, they can say yes to both! In this session, product leaders will share recent updates to Financial Services Operations for Banking, give a preview of what's coming, and give examples of how financial institutions are using the platform today to achieve superior business results.
App Engine journey at Milwaukee Tool
Milwaukee Tool is an industry leader in developing innovative solutions that deliver increased productivity and unmatched durability for professional construction users. In 2019 they started their ServiceNow® journey and have turned their progressive problem-solving techniques towards their legacy technology strategies. Attend this session to learn how demand is pushing them to use ServiceNow® Creator Workflows for everything from Finance to Distribution to Manufacturing.
Lab: Hands-on observability with OpenTelemetry
<p>In this lab, you’ll learn about OpenTelemetry, a framework for creating application and system performance data for cloud-native applications. You’ll get hands-on with an OpenTelemetry demo application, running on Kubernetes, and learn how to instrument, configure, and create observability pipelines for traces, metrics, and logs. Attendees will need a GitHub account in order to participate in this lab.</p>
OpenTelemetry and the cloud-native enterprise
Modern, distributed, and cloud-native software architectures have resulted in an explosion of complexity for developers, operators, and administrators. The challenge of understanding and modeling these complex systems at scale must be overcome by organizations seeking to build and run planet-scale applications. OpenTelemetry offers a solution by providing a ‘lingua franca’ for system and application telemetry such as metrics, logs, and traces. In this session, learn about its fundamentals, how it fits into the cloud-native ecosystem, and how you can get started using it.
Knowledge Expo Tour (German)
<p>Exploration of the Expo is one of the highlights of Knowledge. There’s a lot to see, learn, and experience including Now Platform®, Now on Now, partner and industry solution demos; the CreatorCon zone; engaging customer activations; and fun Community networking activities. Join us for an insider’s tour!</p> <p>This tour will be conducted in German. Tour meets at the Expo Information Desk.</p>
Knowledge Expo Tour (Nordics)
<p>Exploration of the Expo is one of the highlights of Knowledge<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>. There’s a lot to see, learn, and experience including Now Platform®, Now on Now<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">™</span></span>, partner and industry solution demos; the CreatorCon<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> zone; engaging customer activations; and fun Community networking activities. Join us for an insider’s tour!</p> <p>This tour will be conducted in Nordic languages. Tour meets at the Expo Information Desk.</p>
Get started with ServiceNow Impact
In this session, hear how you can set up your strategy, roadmap, and blueprint for value with ServiceNow Impact. Get a first-hand look into some of the key deliverables you will see in the first 90 days as a ServiceNow Impact customer.
Lab: Deliver a unified portal experience with Employee Center Pro
Deploying the right digital experience for your employees from anywhere is more important than ever, whether they’re in the office, on-the-go, or working remotely from home. Join this hands-on lab and understand the ease of configuring and deploying Employee Center to your enterprise. Some of the key topics covered will include: • Creating a personalized experience with targeted employee communications • Managing information and policies with an enterprise-grade knowledge base • Activating multi-departmental workflows • Configuring no-code catalog forms
Increase employee engagement with communications and microsites
Discover how ServiceNow’s Employee Center Pro enables organizations to proactively engage employees with personalized communications. See how departments and service owners can leverage microsites to explain their offerings and guide employees who need help.
Provide answers with employee center, enterprise search & generative AI
Learn how Employee Center’s AI search with pre-built search connectors to SharePoint and other sources can leverage Open AI or Azure Open AI to serve up relevant and timely information with intelligent, consumer-grade search experiences.
Chevron: Unlocking IT & HR synergies with better together employee experience
As a leading, multinational energy corporation with 40,000+ employees, Chevron understands how to operate with resilience and efficiency. Join this session to hear how they are transforming HR with a unified, personalized destination for its employees and people leaders. Be part of the future of work with Chevron - where exceptional employee experiences drive operational excellence.
Lab: GraphQL – The elegant and efficient way to interact with your data
<p>In this lab you'll get hands-on with GraphQL with a fun use case. GraphQL is a query language for your API. While similar to REST, GraphQL allows you to make requests and responses more efficient. You can easily introspect your API to avoid digging into the back end. It is used in UI Builder and Service Portal. Understand how to define a schema on the server, use resolvers to encapsulate types, and make requests via the client. Start with a simple query to get data and get more complex to fetch structured data. Explore mutations to modify data and variables to make your queries flexible</p>
Book-Signing: Low-code apps for dummies
Get your own signed copy of the book "Low-Code Apps for Dummies" from the authors. Chuck Tomasi and Brad Tilton will be available for a limited time to sign copies of and take selfies. The latest edition of the book was recently updated just for this event! You never know, it might be increase in value some day! We look forward to seeing you there.
Panel: Supercharge your portal experience to the next level with Employee Center Pro
<p><span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;">Tired of your legacy portal? Discover the power of Employee Center Pro: A personalized and actionable digital front-end experience for all your employee needs. ServiceNow’s VP of Product Management Sancho Pinto is joined by PVH on how they're leading the charge with a premium portal experience across HR, IT, and Facilities to meet the different corporate and retail employees of PVH brands like Tommy Hilfiger and Calvin Klein. Join this session to also learn how your organization can:</span></span></p> <ul> <li>Enhance employee engagement through targeted communications</li> <li>Streamline employee portal access for faster information retrieval</li> <li>Increase employee productivity with personalized content and experience</li> </ul>
Lab: The Future is Now: Revolutionizing Task Automation with Now Intelligence
Discover how conversational interfaces and document processing are transforming the way we work. Explore the power of "Now Intelligence" to automate tasks and simplify workflows for end users. Learn how this technology can streamline processes, improve productivity, and enable businesses to stay ahead in an ever-changing digital landscape. Whether you're a technical expert or simply interested in the future of work, don't miss this game-changing session.
Lab: Virtual Agent 201: Level up your Virtual Agent with advanced capabilities
Want to take your conversational experience to the next level? Join this hands-on lab to learn how to integrate the Virtual Agent with your organization’s collaboration tool. Make your Virtual Agent multi-lingual with dynamic translation. You will also learn to create more intelligence-driven conversations using the NLU Workbench.
Ask the Experts: Building Automations with the all-new Automation recorder
Automation recorder is the latest offering from Automation Engine's RPA Hub. Experience the power of the recorder on how easily you can capture your steps of your daily operations. See what's new.
Embracing the future of workforce and workspace in 2023: Opportunities await
<p>Amidst today's challenges, many business leaders are turning their focus toward creating the right employee experience. By understanding that employees are at the center of business results, organizations who optimize the experience stand to gain increased productivity and worker efficiency, making their organization agile enough to meet the challenges of tomorrow. In this session, Heather Jerrehian, VP, Product Management - Employee Workflows at ServiceNow® will discuss the state of work and explore the global trends that business leaders should consider as they design their employee experience strategy.</p>
Lab: UX: Humans first, technology second, creating a personalized user experience
<p>Learn how to use ServiceNow®'s personalization capabilities to create a more tailored user experience. This session will include a live skit of a user completing a help desk ticket and the help desk person working to resolve the ticket. This will uncover the bottlenecks and frustrations experienced on both sides. From observing the experience, the session focus on the impact of having a unified portal and personalization can create empathy with your users and elevate and make their experience more efficient.</p>
Special Asset Management session: Jefferies on intelligent automation and the T+1 mandate
<p>Today, investors expect timely and correct settlement of trades - not doing so can be both costly and risky. Transparent trading originates behind the scenes, and middle and back offices must effectively automate the key processes that underpin successful trading. This is now more important than ever, as firms must quickly renew processes for the SEC's T+1 settlement mandate.</p> <p>Join ServiceNow and Jefferies, to learn how asset managers can elevate client services with timely and correct trade settlements, real-time trade status updates, and connected employees.</p>
Lab: Process Automation Designer + Playbooks = Success
Let Process Automation Designer and Playbooks hypercharge your productivity with intuitive interfaces! Walk through an existing process flow, driven via classic UI actions in a workspace, and transform it into a Playbook-driven journey. The result is a focused and engaging flow that handles complex use cases.
Spotlight Keynote: AT&T says YES to improving service delivery
<p>As connectivity transforms every aspect of life, communications service providers (CSPs) are managing economic pressures in a hypercompetitive environment while striving to grow. The problem is--most CSPs rely on outdated technology and disjointed processes that yield manual order processing, longer fulfillment time, inaccurate installation appointments, and ultimately, frustrated customers. To succeed in today’s digital economy, order management is too critical to ignore. AT&T knew their B2B customers wouldn’t settle for anything less than consumer-grade experiences. Join Sapna Jain, VP Global Operations and Services at AT&T, and Rohit Batra, General Manager of TMT at ServiceNow to learn how AT&T continuously innovates across service delivery.</p>
Realize value faster with ServiceNow Impact
<p>Join this session to learn how ServiceNow® Impact accelerates time to value on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>—by combining expert coaching, personalized insights and recommendations, peer benchmarking, premium technical support, role-based training, and curated content—all delivered in a personalized digital experience.</p>
Spotlight Keynote: Dell says YES to realizing value faster with ServiceNow Impact
<p>As the pace of technological innovation accelerates, many companies struggle to keep up – creating a value gap between their vision and the outcomes they achieve. How are industry-leading organizations stepping up to the challenge to ensure their technology investments deliver the return they need? Join this fireside chat to hear how Dell is realizing value faster – and closing the value gap – with ServiceNow® Impact.</p>
Using map studio to create interactive mapping experiences
See how Map Studio enables workplace managers to create and manage interactive indoor mapping experiences, all within a self-service studio.
How Dell is accelerating their platform strategy with ServiceNow Impact
<p>Learn how Dell is using ServiceNow® Impact to accelerate and operationalize their Now Platform® strategy. Dell is driving innovation across the business with ServiceNow, and with the opportunity to expand beyond IT comes the need for heightened enterprise governance. Join this session to hear how Dell uses ServiceNow Impact as an extension of their platform leadership team in strategic conversations—and as a digital command center to track progress on strategic initiatives.</p>
Ask the Experts: Integrating ChatGPT and OpenAI into ServiceNow
<p>ChatGPT from OpenAI has generated lots of buzz recently, and for good reason! At ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span>, we are leveraging these technologies to augment our platform workflows. Powered by Automation Engine which connects ServiceNow to anything, we will show you how we connect with OpenAI or Azure OpenAI Service to augment our workflow offerings. In this interactive discussion, we will focus on how ServiceNow capabilities can be augmented with these AI technologies. Sample usecases include generating automated responses, case notes summarization and sentiment analysis.</p>
Lab: Virtual Agent 101: Automate issue resolution with an intelligent chatbot
Join this hands-on lab to learn how the ServiceNow® Virtual Agent can help your users quickly find answers and resolve issues. In this lab, you will discover how to rapidly launch a chatbot with our no-code console and leverage pre-configured topics plus your existing Now Platform® data and workflows. You will also learn how to build simple yet effective conversation flows, measure your bot’s effectiveness, and introduce natural language understanding (NLU) for more intelligent, AI-driven conversations.
Panel: Transforming government procurement: Strategies and insights from government experts
<p>Join this Think Big panel discussion to hear from a diverse group of industry experts who will share their perspectives on the challenges both governments and the industry face in product and service procurement. The panel will share their insights and the strategies for transforming the process.</p>
Product Roadmap: What’s next for AI on the Now Platform?
<p>AI changes the way we think about work. In 2023 every company will need to formulate a vision and strategy to incorporate artificial intelligence into their work. The Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> leverages AI to provide answers, make predictions, and automate repetitive tasks so you can focus on strategic work. In the ServiceNow® Tokyo release, ServiceNow’s AI portfolio expanded to make it easier for customers to streamline service delivery, accelerate document processing, and further automate employee self-service. Join this roadmap session to deepen your understanding of ServiceNow’s AI strategy and learn what's new and next.</p>
Now Platform Roadmap: Deliver next-gen experiences with the intelligent platform for digital transformation
<p>This session will include a candid Now Platform® roadmap discussion and demo covering features from our latest Utah and May store release as well as our vision for the future of our platform. Hear directly from the global platform owner of Fonterra, New Zealand's largest business, responsible for 30% of the world's dairy exports to learn how to get the most value from ServiceNow. You will also learn more about how AI, coupled with the power of automation, low-code, and simplified experiences will lead the way for the next evolution of our platform.</p>
Panel: Sending medical supplies to Ukraine – supported by the ServiceNow platform
<p>It’s more than a year since Russia unleashed a full-scale war in Ukraine after years of conflict brought unprecedented suffering. The efforts of German-based NGOs, the Blue Yellow Cross, and Ukraine Air Rescue, supported by the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>, have brought glimmers of hope. Attend this session to learn about the journey of sending medical supplies to Ukraine using a medical supply solution containing CSM based workflows, QR Code generation and tracking along the way, private jet planning and scheduling.</p>
Lab: Kickstart automation with Now Intelligence
Today’s organizations require an automation and integration platform which provides process transparency, allows intelligent automation, eliminates process efficiencies and generates great end-user experiences. Learn how you can use ServiceNow®'s AI/ML and analytics capabilities to uncover the most promising and interesting automation opportunities. Get yourself familiar with Automation Discovery, Predictive Intelligence Clustering and Process Optimization, and start uncovering opportunities by this data-driven approach to allow for continuous improvement and optimization in the future.
Product Roadmap: Financial Services Operations for Insurance
<p>Insurance carriers need a connected digital platform that can connect teams and systems to deliver convenient and empathetic policyholder experiences and capture business value, quickly. Carriers shouldn't have to choose between creating a competitive advantage or lowering combined ratio, they can say yes to both! In this session, product leaders will share recent updates to Financial Services Operations for Insurance, give a preview of what's coming, and give examples of how carriers and brokers are using the platform today to achieve impactful business results.</p>
Product Roadmap: Healthcare and Life Sciences
Healthcare organizations need to connect people, devices, and processes to navigate today’s complex challenges, while always keeping an eye on the bottom line. They shouldn’t have to choose between investing in patients or their staff, they can say yes to both! In this session, product leaders will share recent updates to the Healthcare industry portfolio and roadmap, including managing the end-to-end lifecycle of medical devices.
Roundtable: Maximizing ROI with Asset Management and Strategic Portfolio Management
<p>More than ever, maximizing return on investment is top of mind for most businesses. At this Knowledge 360 Exchange, experts will help your organization put effective strategies in place to increase value and reduce cost using ServiceNow Asset Management and Strategic Portfolio Management. Join one of five facilitated discussions on how you can drive Hardware Asset Management success, get started with Enterprise Asset Management, win with Project Portfolio Management and accelerate value delivery with Agile and SAFe.</p>
Citizen Developer 101 - Unleash the citizen developer hero in your organization
<p>At the end of this 60-minute workshop, you'll learn how to get started with a Citizen Developer program for your org with ServiceNow®. We will dispel common myths about Citizen Development programs and participants will have tangible examples of what strong Citizen Development looks like while learning about the differences in No, Low, and Pro Code tooling.</p>
Product Roadmap: ServiceNow for Telecom
<p>As the digital world evolves, connectivity has never been so vital to every fabric of society and business. Join Rohit Batra, ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span>'s VP and Head of Product, Telecom, Media and Technology Industry, as he shares the strategy for delivering purpose-built workflows across network inventory, ordering, care, and assurance--helping communications service providers accelerate growth while reducing costs.</p>
Product Roadmap: ServiceNow Risk products
<p>Get an overview of strategy and roadmap for ServiceNow® Risk products: Integrated Risk Management (IRM), Business Continuity Management (BCM), Third-party Risk Management (TPRM), Privacy, and more. The strategy and roadmap session will cover what is new, what we are planning in the next release, and how those releases move us towards our longer-term vision and strategy.</p>
Security Posture Control
<p><span style="font-size: 12.0pt;"><span style="font-size: 11.0pt;"><span style="color: black;">Learn how ServiceNow® Cyber Attack Surface Management can help organizations secure their on-prem and cloud assets by proactively identifying security tool coverage gaps, and security risks related to configuration, identity, and other high-risk combinations that could potentially lead to attacks or data breaches.</span></span></span></p> <ul> <li><span style="font-size: 12.0pt;"><span style="font-size: 11.0pt;"><span style="color: black;">Identify security tool coverage gaps and unmanaged/rogue devices on the network</span></span></span></li> <li><span style="font-size: 12.0pt;"><span style="font-size: 11.0pt;"><span style="color: black;">Identify cloud misconfigurations and identity gaps and monitor compliance of cloud resources against benchmark standards such as CIS</span></span></span></li> <li><span style="font-size: 12.0pt;"><span style="font-size: 11.0pt;"><span style="color: black;">Proactively identify high-risk combinations of vulnerabilities, internet exposure, identity & lateral movement risk etc. to remediate the security risks with most impact first</span></span></span></li> <li><span style="font-size: 12.0pt;"><span style="font-size: 11.0pt;"><span style="color: black;">Automatically send the security findings/alerts to GRC/IRM to continuously monitor overall compliance of the organization’s assets including those in the cloud</span></span></span></li> </ul>
Product Roadmap: Public Sector
<p>Rising demand for public services and growing expectations present governments the opportunity to elevate the constituent experience. Governments shouldn't have to choose between improving processes and experiences or reducing costs. Product leaders will share updates to Public Sector Digital Services, give a preview of what’s coming next, and discuss how governments are using the platform today to elevate their constituent and employee experiences. Learn how ServiceNow®'s innovations in government are building on the ServiceNow Platform and Customer Service Management to modernize government services.</p>
Fannie Mae: Enabling enterprise cloud transformation with automated workflows
Fannie Mae has a mature public cloud adoption program as part of its Digital Transformation. Major pillars of our cloud program include planning, scaling and operations which are enabled through successful initiatives and projects. This session will review how a robust CMDB and powerful workflow platform with ITSM and ITOM helped us solve for various challenges across the cloud. Learn various examples of the capabilities the Fannie Mae ServiceNow® Platform team delivered in support of our successful public cloud program.
Workspace Builder for App Engine - An easier way to configure workspaces
<p>Join this session to hear how you can accelerate workspace development with pre-built pages that allow developers to focus on customization vs. set up. Workspace Builder for App Engine is a no-code application that allows developers to drive value with a custom workspace faster than ever with clicks instead of code. In this session you will learn how to use Workspace Builder to create and configure custom data visualizations, filtered lists, and record pages—all in one place. This will help you build a workspace in a single place rather than having to go through multiple builders and platform tables, increasing ROI.</p>
Lab: Simplify app development with Decision Builder
Do your flows get 10 steps longer when you need to add a new condition or exception branch? Do you struggle to keep track of all your application-specific logic? In this lab you will learn to separate business logic from code to simplify app development and empower business stakeholders. You will get acquainted with the Decision Builder application and learn how to leverage the user-friendly interface to build decision tables. The exercises will walk participants through the latest decisioning features that will make logic management a breeze and help you streamline your flows and code.
Product Roadmap: App Engine and ServiceNow low-code vision and strategy
<p>With mounting app backlogs, the demand for low-code solutions has never been greater. For ServiceNow® developer teams to succeed, it is essential to have the modern tooling and platform to build new workflow apps fast, expand app dev to more builders, and for IT to safely scale apps across the entire development lifecycle. Join this session to learn how ServiceNow is innovating the App Engine product portfolio to enable all developers to build apps quickly, with less cost and risk. The session will include a thought-leading demo showcasing the future of app dev with low/no code on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>.</p>
Product Roadmap: ESG product vision, strategy and updates
Looking to uplevel your company's corporate Environmental, Social and Governance (ESG) programs? Come learn about recent and upcoming ESG innovations from ServiceNow® Director of Product, Mauri Paz.
Employee relations for Elevance Health: Reimagine the power of self service
What if your customer never needed an agent to review their case? What if they were just guided through the steps and able to close the case themselves? Attend this session to learn how Elevance Health created self-service workflows that give managers a step-by-step guide to completing a task while documenting the activities for the employees file. The Employee Relations workflows enable managers to be self sufficient, but are guided to help manage risk. This just-in-time assistance has reduced the average case handle time by 40% and freed up our Associate Relations team to be more strategic.
Lab: Discover how Source-to-Pay Operations can reduce spend and wasted time
<p>Discover how you can reduce cost and increase satisfaction across the entire source-to-pay process with Source-to-Pay Operations. In this hands-on lab, you’ll learn how we can reduce time wasted answering status request and other low value emails with efficient self-service tools. You will also explore how we create a guided buying experience that increases spend under management, saving your company money. Explore integration options, playbooks that streamline common activities, and how to create dynamic workflows that respond to various types of requirements in the procurement space.</p>
Lab: Field service success through ServiceNow work planning and scheduling
<p>Join us for a hands-on lab to learn how ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>'s Field Service Management can become your organization’s next strategic differentiator. This session will share how to improve work planning and scheduling efficiency with automation, optimization, and capacity planning. Instructors will guide you through: • Territory planning, • Dispatcher workspace, • Dynamic scheduling, schedule optimization, and intra-day automation. You’ll come away with an overview of ServiceNow FSM.</p>
Product Roadmap: ITOM and what's planned for the future
Join ITOM Product Management roadmap session and learn about all of the exciting capabilities recently introduced and hear about what is coming in the near future. Topics will include Discovery, machine-learning Service Mapping, Event Management, Predictive AIOps, Cloud Governance and more. Get insights on how to get the most of your ITOM deployment and learn about great options to bridge ITOM with ITSM and other solutions across your organization.
ServiceNow security operations strategy and roadmap
<p style=""><span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);">Learn about ServiceNow's security operations solution strategy that enables organizations to continuously evolve and adapt to emerging threats and technologies aligned with their business goals.<br /> ServiceNow Security Operations Enterprise Security Case management is used to detect and respond to security incidents quickly and Enterprise Attack surface management helps our customers identify, analyze, and manage the<br /> vulnerabilities and potential attack vectors that can be exploited to breach your organization's network. The session will provide attendees with a roadmap and actionable strategies for building and maintaining an effective security operations program.</span></span></span></p> <p style=""> </p>
Upgrade like a pro: Turbocharge your instance with the latest tools and tricks
Upgrade your ServiceNow® game with Upgrade Plans and Automatic Test Generation (ATG) - because who wants to spend their Friday night manually testing updates? With Upgrade Plans, learn to plan and prepare for changes in advance, and with Automatic Test Generation, the software does the heavy lifting. No more tears, no more fears, just smooth sailing upgrades.
Hyperautomation and low-code: Eliminate ERP technical debt for better performance and simpler migrations
<p>Enterprises can leverage low-code to overcome limitations of legacy ERP systems. By replacing technical debt surrounding your core ERP with purpose-built low-code apps and pre-defined workflows, you can build better experiences at scale – while preparing a much simpler migration to modern ERP platforms in the future. Join this session to learn how to: • Control cost, time and risk around your ERP upgrades and maintenance • Unlock innovation for your ERP-dependent processes in days and hours - with no SAP experience required • Eliminate technical debt that complicates migrations to modern ERP solutions</p>
A developer’s shocking find - Integration performance improvement by 100x times
<p>Join this session to hear about an integration developer’s story - a story in which different ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> configurations are compared to consider when building an integration architecture, and lessons learned along the way all while improving integration performance by more than 100 times. Keu decisions will be explored, such as: use an import set or a custom table, a flow, or async business rules to process records, standalone or concurrent imports? If you have ever wondered about these questions and the impacts they have on performance while dealing with 100K records a day, then the answers are all in this session!</p>
Building a best-in-class COE governance & service delivery model for Kraft Heinz
<p>How can you enable a best-in-class governance and service delivery model that ensures scale, agility, and continuous collaboration across multiple products like IT, HR, Engineering, R&D, GBS Service Delivery, Cloud Services and Finance? Join our session to hear how Kraft Heinz in collaboration with EY defined and built ServiceNow<span style="font-size: 12.0pt;"><span style="">® </span></span>Center of Excellence (COE) focused on demand governance and service delivery. Points of emphasis will include governance structures, use of Agile, developing roadmaps, effectively managing relationships and capturing and reporting on the ongoing benefits.</p>
Lab: Get to a clean ERP core with ServiceNow ERP Customization Mining
<p>Modern ERP systems require a single action and engagement layer. Many organizations have tried to build these workflows on top of their ERP system by customizing it. ERPs are excellent transactional systems of record, but are poor systems of engagement. Learn how to identify, and migrate these customizations off of your ERP system using ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> Customization Mining. Return your ERP core to a stable state, reducing technical debt and upgrade time.</p>
Panel: How hyperautomation transforms experiences
Today, financial institutions are striving to deliver frictionless customer experiences through the strategic use of automation. However, the challenge of pulling together a myriad of automation technologies often limits innovation. With an effective hyperautomation framework, bank employees can spend more time on strategic work, allowing them to better serve their customers. Join this panel of financial services leaders to discuss how Lloyds Banking Group and Hancock Whitney Bank are leveraging hyperautomation to drive frictionless experiences that keep customers loyal.
Governance for low-code application development
Help prevent app sprawl by learning how to implement development guardrails in App Engine Studio. Governance is key to a successful Citizen Development program. This session will equip you with the tools and best practices to implement a scalable program that resists app sprawl and shadow IT.
Ask the Experts: How ServiceNow can help you get to a clean SAP core
<p>As organizations evolve, your SAP<span style="font-size: 12.0pt;">®</span> systems can become bloated and cluttered, making them difficult to manage, maintain, and innovate. Join this expert panel to explore how ServiceNow<span style="font-size: 12.0pt;">®</span> can help you get to a clean SAP core faster and more easily. This session will explore the key features and capabilities of ServiceNow, including ERP customization mining and SAP integration features. Whether you are an SAP administrator, IT manager, or business leader, this session will provide valuable insights on how ServiceNow can help you optimize your SAP system and achieve a clean SAP core.</p>
Ask the Experts: How to assess your app dev maturity on Now Platform
<p>App development is an essential aspect of digital transformation, and the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> offers a powerful platform to build and deploy custom applications. However, understanding your organization's app development maturity level is crucial to maximizing the benefits of this platform fully. Join this panel of experts who will share their insights on how to assess app development maturity on the Now Platform. Experts will discuss the key areas to focus on, the benefits of app development maturity, and practical steps to improve your organization's maturity level.</p>
Ask the Experts: How to manage SDLC for low-code governance
As low-code development becomes more popular, organizations are looking for new ways to manage SDLC effectively. Managing SDLC for low code requires a unique approach that considers the rapid application development cycle, collaboration, and compliance requirements. This session will explore best practices for planning, designing, developing, testing, and deploying low-code applications on our platform, and discuss the tools and methodologies you need to effectively manage the SDLC for low-code applications.
Onboarding advanced configurations
Learn more about the advanced features of Lifecycle Events like Advanced Triggers, Activity Containers, Evaluation Intervals, and triggering Activity Sets to be closer to real-time.
Two sides of a process: What’s new for PAD and Playbooks?
<p>So you’ve dipped your toes into creating cross-enterprise processes and guiding agents through their work with engaging playbooks? In this session, you’ll learn what’s new for Process Automation Designer (PAD) and Playbooks. You’ll take process design to the next level by configuring optional activities directly in PAD, using the improved side panel and a process-driven UI. For Playbooks, presets and controllers allow you to set up your Playbook component(s) quickly and easily, and they are also the foundation for new, flexible Playbook layouts. <strong>Please complete the following training prior to attending this session: https://sn.works/CoE/Training</strong></p>
Fetching attachments with RPA
<p>During this lab we will learn how to use robots to retrieve attachments from outside of ServiceNow. We will add a social media link for a user record and retrieve the profile image for the users. At the end of the lab you should be able to:- Configure an instance to use RPA - Trigger a process using Flow Designer - Build a robot to navigate to a site to obtain a profile picture - Process the image back into ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> into the image field</p>
UX: Build a focus on user experience into VISA's People Services team
Follow along as VISA explores their journey to re-focus their People Services ServiceNow® platform on the users interacting with the platform. By treating their journey with a product mindset, they include their users in the journey and iterate to greatness. Learn from VISA's People Services Employee Experience leader on how they incorporate UX methods into their work as well as staff their team with experience professionals.
Easily create end-to-end digital workflows with Workflow Automation
<p>Business is moving faster than ever before. Organizations need to empower their employees with the tools to produce high quality work at speed. In place of manual and time-consuming scripting, seamless workflow automation from ServiceNow® supports seamless integrations, faster performance, and time-saving reusability. Join this session to learn how you can build, monitor, and optimize the most efficient automated workflows with no-code.</p>
Ask the Experts: Best practices for building with Flow Designer and Integration Hub
<p>Looking to up your game when working with Flow Designer or Integration Hub? Want to learn useful, repeatable patterns for building performant and readable flows? In this session, we'll share best practices for connecting with external systems, working with complex decision logic, and modifying your data at runtime.</p>
Lab: Gaze through the magic window of reporting and dashboards
Learn how quickly you can visualize your information to derive meaning from it and take action. In this session you will learn to create several different kinds of reports and present them on a dashboard to gain insights to your data.
Product Roadmap: The future of Next Experience
The Next Experience is the next step in the ServiceNow® journey of revolutionizing the way that people work on and view the Now Platform®. It brings together ServiceNow solutions into a unified experience and executes on our vision of cross-solution experiences in a seamless and efficient way that is easy for customers to implement and easy for users to consume. Since its launch in the San Diego release, the Next Experience has helped customers elevate and unify experiences across the platform. This session will highlight what is new for Next Experience in the Utah release as well as a look ahead to upcoming roadmap features.
Scale and accelerate value delivery across the enterprise with SPM and APM
In the past four years, Roche has utilized Strategic Portfolio Management, Strategic Planning and Digital Portfolio Management. The company has non-IT and IT teams planning initiatives using PPM, Agile (>500 products), SAFe (>40 ARTs) or hybrid! In this session, learn how the entire organization was able to plan and deliver work at scale and accelerate decision making to reduce risk and cost with Application Portfolio Management. As a pharmaceutical & medical diagnostics company, hear how it meet regulatory requirements for our products, and for the business practices enabled.
Achieving operational excellence through AIOps at AT&T
<p>The digital landscape is rapidly evolving and organizations must keep up with the changing technological advancements to ensure business continuity. This requires a new approach to IT operations; one that can quickly detect and resolve issues before they become business-critical. In this session, learn how AT&T leverages ServiceNow<span style="font-size: 12.0pt;">®</span>’s Predictive AIOps and Observability with their IT’s AIOneOps initiative to achieve operational excellence. AT&T is now able to detect degradations in performance within business-critical applications and employee virtual desktops before users are impacted.</p>
Enable fast, data-driven improvements with in-platform process mining
Process mining is revolutionizing the way understand how efficiently our organization is operating. Process Optimization is the ServiceNow® in-platform process mining solution that automates the process of x-raying your workflows to show you where and how you can make improvements that drive lasting business value. Join this session to learn how to visualize the truth behind your processes in a couple of clicks, as well as how you can easily integrate with platform solutions like Performance Analytics, AI, and Continual Improvement Management to close the loop on process optimization.
How ServiceNow enables Amadeus journey in the cloud with ITOM and ITSM
As a travel technology leader, Amadeus is moving its entire workload to the public cloud to meet competitive market objectives. This session will review the company's move to cloud project and how it leveraged ServiceNow® ITOM and ITSM as key enablers for cloud operations, from configuration management to monitoring, incident management and much more. The session will describe how Amadeus set up the different features provided by ServiceNow to cope with the various use cases encountered in the cloud journey, the challenges faced and solved.
Lab: A journey of 1000 records begins with your first app
Once upon a time, there was a brave hero who wished to start their developer journey. If you are this afforementioned hero, then good news - the path to that title begins here! In this first lab of the Builder Track series, you begin down this twisting road and encounter your first foe: the dreaded manual processes that plague enterprises across the world. You will learn how to import and store data, build forms and lists for easy access, and all of the basics that make up a custom application. See how fast and easy it is to unlock productivity in your organization with an app!
UX Presentation: VA Topic Trailblazers: Charting a course for end users
Creating engaging and effective VA topics requires an understanding of conversational design and your audiences expectations. Learn from conversational interfaces experts on a series of best practices when creating topics.
Transform your after sales processes on the ServiceNow Platform
<p><span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(33,33,33);">Delivering standout customer experiences - from the first inquiry to after-sales servicing - ensures that manufacturers can grow revenue, unlock new business models and drive lifetime loyalty. Learn how the Now Platform</span></span></span><span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span><span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(33,33,33);"> can ensure that manufacturers deliver new and seamless experiences for their customers.</span></span></span></p> <p> </p>
Modernizing the factory floor with digital workflows
<p>Learn how the Now Platform® can help manufacturing companies improve OEE and operator experience by digitizing paper and Excel-based processes.</p>
GBS on now: what value did Deloitte realize from GBS powered by ServiceNow?
Embracing our ‘Digital first’ strategy, Deloitte launched ‘My Support’ functionality in 2022 as a Digital Briefcase for our people to access Self Service and interact with Delivery teams across the globe in an integrated way. In this session, learn how Deloitte implemented GBS powered by ServiceNow , enhanced employee experiences and drove positive business outcomes.
Getting started with ServiceNow Field Service Management
<p>Want to get more value from your ServiceNow® investment? Learn how to extend IT workflows to the field. For businesses that use technicians or other mobile workers for service delivery, extending IT work to the field can be game changing. Learn how customers are powering field service delivery on one platform across IT, customers, and the field, a roadmap for getting started, and best practices for rapid ROI.</p>
Lab: Workspace configuration best practices with UI Builder
<p>In this lab, you will learn the best practices for configuring Service Operations Workspace in UI Builder. You will also learn tips, tricks, and best practices for getting your agents on this configurable workspace.</p> <p><br /> </p>
Knowledge Expo Tour (French)
<p>Exploration of the Expo is one of the highlights of Knowledge<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>. There’s a lot to see, learn, and experience including Now Platform®, Now on Now<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">™</span></span>, partner and industry solution demos; the CreatorCon<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> zone; engaging customer activations; and fun Community networking activities. Join us for an insider’s tour!</p> <p>This tour will be conducted in French. Tour meets at the Expo Information Desk.</p>
Product Roadmap: Strategic Portfolio Management and Application Portfolio Management
<p>Strategic Portfolio Management (SPM) enables you to continuously align work across teams to various strategy levels, ensuring goals and outcomes are delivered with confidence. Application Portfolio Management (APM) enables you to accelerate your decision-making to reduce risk and lower costs. Join this SPM and APM product roadmap session to learn about the product vision and get your finger on the pulse of how they can transform your business.</p>
Product Roadmap: Automation Engine
<p>We will share our latest product roadmap and the state of Integration capabilities. This session details how the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> is supporting Hyperautomation for our customers and partners. Automation Engine supports all of our Workflow solutions, including any application built by you. If you want to understand how this will help you as a ServiceNow<span style="font-size: 12.0pt;">®</span> developer, then this is a must attend session for you.</p>
SNAP into success with State Farm's ServiceNow Adoption Program and Design Pods
<p>Take a walk through the State Farm Neighborhood and see how the company is accelerating the adoption of ServiceNow® throughout the enterprise! This session will review the steps that State Farm took to establish a ServiceNow Adoption Program (SNAP) and Solution Design Pods to help other parts of the organization modernize their workflows using the ServiceNow platform. This co-engineering approach has led to more intentional upskilling and increased adoption of ServiceNow throughout the organization.</p>
Ask the Experts: UI Builder
Have you started to use UI Builder to configure your Experiences? Are you interested in the best practices and asking the product team questions about UI Builder? This session will allow you to ask the UI Builder Experts questions and learn more about upcoming features!
Lab: Build the K23 Photobooth App Part 2 - UI Builder
In part 2 of this two-part lab series you will take a custom camera component and use UI Builder to build a page, wire up events to control the camera component, and return images to the page. You will then build out the UI used to take the pictures and display them on the page. Completing the first part of this two part lab series is not necessary in order to take this lab.
ITOM + ITSM: It’s all about relationships
Centers for Medicare & Medicaid Services (CMS) processes over a billion healthcare claims totaling $1.5+ trillion in payments annually through a single, integrated system, HIGLAS, which millions of people depend on. Join this session to see how GDIT implemented a full ITOM solution for HIGLAS including a fully automated NOC using alert correlation. Real-time health of business services is enabled by 51+ pattern-based service maps, component alert data, automated impact assessment and outage record management. This enabled a recent integration of CMDB with Change Management for improved risk transparency and automated incident suppression.
Latest challenge from our CCOE: How to discover GCP systems without credentials
<p>General Mills (GM) had a dilemma – managing the Cloud Platform data in our CMDB. The company needed rich data specifically for software compliance but its infrastructure team didn’t want to run traditional discovery. Using Agent Client Collector during its Google Cloud Platform POV and now they are in production. After the successful GCP rollout, GM expanded to all Data Center migrated devices and on-prem sensitive areas. What about discovering an application stack? Learn how GM partnered with ServiceNow® ITOM Visibility Product team and its Design Partner Program and how ACC works hand-in-hand with discovery.</p>
Citizen Developer 201 - Leverage AEMC to scale citizen development
<p>Using App Engine Management Center, you can manage all aspects of low-code app dev, from app intake, and collaboration and deployment tasks, to pipeline monitoring. Platform admins can non-intrusively set guardrails, apply standards, and check for compliance, all in one place. This administrative solution can be tailored to your business, allowing you to scale your low-code app dev practice with efficiency and confidence.</p>
Product Roadmap: Operational Technology Management (OTM)
<p>When the production line, the gas distribution line, or the shipping line is offline, business screeches to a halt. These previously standalone systems are going digital to connect to enterprise and third-party services. How can IT, security, and operational leaders apply IT best practices to very different OT assets and processes? Join this session to learn how ServiceNow® can help you:</p> <ul> <li>Know which devices and systems are connected, and what they automate or control</li> <li>Secure and maintain ICS and Industrial IoT (IIoT) devices</li> <li>Improve coordination between IT and OT for incident and change management</li> </ul>
Amgen’s digital transformation journey and how it sets them up for success
<p>Amgen, a global pharmaceutical company, was challenged with customizations and a fragmented, ineffective data model. Their challenges grew larger with scalability, cost and value. In this session, Amgen will discuss how it leveraged the power of the Common Services Data Model (CSDM) along with ITSM, ITAM, APM and HRSD, to deliver enhanced automation with actionable insights, and provide improved decision making and planning. Amgen will share progress in their multi-year plan on adopting new capabilities that will lead them into the next phase of digital modernization.</p>
Ask the Experts: How to process events from other apps in your ecosystem
In this session, I would demo live how customers can trigger flows based on an event happening on other apps like Jira and Github in their ecosystem, and then answer questions related to event triggers.
Realize value faster with ServiceNow Impact
<p>Learn how ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> Impact accelerates time to value on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>—by combining expert coaching, personalized insights and recommendations, peer benchmarking, premium technical support, role-based training, and curated content—all delivered in a personalized digital experience.</p>
Realize value faster with ServiceNow Impact
<p>Learn how ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> Impact accelerates time to value on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>—by combining expert coaching, personalized insights and recommendations, peer benchmarking, premium technical support, role-based training, and curated content—all delivered in a personalized digital experience.</p>
How Dell Technologies efficiently uses Agent Chat and AWA skill-based routing
<p>Dell Technologies' IT and HR departments recently deployed Agent Chat and utilized Advanced Work Assignment (AWA) with skill-based routing to ensure chats are assigned to the most capable chat agent. This session will include a demo of how using Agent Chat in the agent workspace allows chat agents to more easily view profile and request information about the employee which allows them to work chats more quickly. Learn how Dell configured skills-based routing and the "push" model of AWA to facilitate chats being distributed in a fair and equal manner to the most qualified chat agent.</p>
Lab: UX: Building better workflows by understanding your users
<p style=""><span style="font-size: medium;"><span style=""><span style="color: rgb(0,0,0);">In any project, it is important to gain an understanding of the users' expectations, experiences and needs to deliver a positive outcome. In this lab session learn how to gain knowledge about your users and synthesize learnings into meaningful insights that inform project decisions. *Note: please bring your laptops to this session.</span></span></span></p>
Operations: How NG leveraged ITOM Pro & HLA to achieve stunning results
Join this session to hear the National Grid journey of implementing ITOM Predictive AIOps. With the help of Sapphire Systems, National Grid have successfully achieved detection of critical service outages before they occur. Learn about the challenges faced during the implementation, and the benefits of using machine learning in ITOM. The presentation will provide an in-depth overview of the technologies and processes used by National Grid and how they can be applied to other organizations. Join us to discover how National Grid revolutionized their operations and how you can too.
Panel: Expert to visionary: How ServiceNow certifications transformed careers
<p>This panel discussion will cover the key benefits of achieving CTA and CMA certification, how these certifications have contributed to career advancement, and how to leverage skills to become leaders in the ServiceNow® community. Attendees will have the opportunity to learn from the experiences of these experts and gain insights into the benefits of pursuing these prestigious certifications. Attendees will have a deeper understanding of the value of CTA and CMA certification, and the opportunities these certifications can bring to their careers.</p>
How ServiceNow Impact helps customers take control of platform health
<p>Are you proactively managing your platform health? Learn how Instance Observer, part of ServiceNow® Impact, empowers ServiceNow customers to take control of platform health with proactive monitoring and alerts—and on-demand access to instance performance metrics.</p>
Product Roadmap: Automation Engine vision and strategy
Macro-pressures are demanding hyperautomation with more connected teams, faster cycle times, and operational cost saving. Hyperautomation can delight customers, partners, and employees with smarter, more connected experiences that differentiate your business. Automation Engine is an in-platform integration and RPA solution that empowers users of all skill levels to quickly and cost-effectively connect or automate any system, document, or task with minimal code. Join this session to understand how to leverage this solution to achieve your hyperautomation goals with a single platform.
Realize value faster with ServiceNow Impact
<p>Learn how ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> Impact accelerates time to value on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>—by combining expert coaching, personalized insights and recommendations, peer benchmarking, premium technical support, role-based training, and curated content—all delivered in a personalized digital experience.</p>
Lab: Teaching ServiceNow to read documents!
With the addition of Document Intelligence to the capabilities list of ServiceNow® we now have a smart and easy way to read data from unstructured formats like PDF. This lab will teach you how to set up all the required elements and start training on real documents. You will experience how quickly the Machine Learning Engine will be able to pick up the needed elements and allow your processes to run without any human interaction - from document retrieval to content extraction and pushing the extracted data to an upstream system.
Lab: Digitize Dispute Management
<pre> <span style="font-family: Arial , Helvetica , sans-serif;">Join banking experts from ServiceNow</span><span style="font-size: 12.0pt;">®</span><span style="font-family: Arial , Helvetica , sans-serif;"> to uncover how to automate and streamline dispute management, encompassing topics banks face every day including unauthorized transactions, incorrect billing, processing errors, and disputes evolving into potential fraudulent activity. Our banking team will showcase how digitizing everyday work can drive tremendous value for your business. </span> </pre> <p> </p>
Lab: Digitizing Insurance Claims
<p>Join insurance experts from ServiceNow<span style="font-size: 12.0pt;">®</span> as they cover the process of expediting claims from FNOL through settlement with seamless end-to-end automation. In this active, hands-on lab, participants will learn how case types, roles, and playbooks are optimized for specific scenarios and personas, and utilize insurance data model to create convenient and unique claims experiences.</p>
Slow and steady wins: How Navy Federal Credit Union built a risk program to last
Rome wasn’t built in a day, and neither was any successful risk management program. That’s what we learned at Navy Federal Credit Union. Don’t bite off more than you can chew — instead, portion out your journey by creating a roadmap. Join this session to learn how we developed a phased approach to risk management and set proper expectations, and as a result got the most out of ServiceNow® and created lasting change in our organization.
Dismantling silos for agile decision making
This Think Big session will explore how executives can make agile decisions with real time data. Learn how the concept of 'Kaizen' can be used to help leaders wade through connecting siloed systems to create transformational change.
How the Swedish Public Employment Service increases efficiency with regulatory compliance
<p>This dual customer session will share the different ways that The City of Copenhagen and the <span style="font-size: 12.0pt;">Swedish Public Employment Service </span> is using automation to serve. Hear how the City of Copenhagen streamlines and automates their workflow processes, increasing efficiencies, and enabling employees to focus on higher value customer and employee interactions. In addition, learn how the <span style="font-size: 12.0pt;">Swedish Public Employment Service </span> includes compliance in their automation by building guardrails in their innovation to enforce legal controls in real-time, counteract incorrect payments and save time automating manual tasks.</p>
Disrupting the technology industry account onboarding process
<p>Customer Onboarding is a high-value stage in the as-a-service business and operating model, thus the importance of ensuring it’s a smooth and uncomplicated process for both enterprise customers and internal teams. In this session, learn how Cisco Managed Services developed an innovative onboarding process that guides their internal teams from the technical account setup to value realization. And how this invaluable input, along with that from other ServiceNow® customers, has contributed to the vision and execution of brand-new onboarding capabilities in the technology industry products.</p>
Product Roadmap: Technology industry
<p>To deliver on the promise of XaaS, technology providers need to digitize end-to-end processes and harness the power of their ecosystem. Rapid customer onboarding, providing proactive and connected experiences, and keeping the business agile and scalable, are all critical to growth and profitability. Attend this session to learn how ServiceNow®’s purpose-built portfolio for the technology industry is redefining digital experiences and ecosystems to tap into the full potential of everything-as-a-service.</p>
Lab: Adventures in app development patterns
<p>Let's talk about building apps on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> using design patterns that make your apps more maintainable and testable. If you're new to the Now Platform, it can be a bit overwhelming. But don't worry, we'll take it step by step and break it down for you using design patterns and show you how to accelerate delivery of an MVP business solution.</p>
CoffeeFlows challenge
<p>CoffeeBot’s coffee maker is broken and he needs your help to fix it! Join a team and solve Flow Designer challenges in this escape room-style competition. See if your team can be the fastest of all and get an exclusive coffee mug. You don’t need to create a team ahead of time to play, just show up and we’ll help form teams as you’re seated.</p>
CoffeeFlows challenge
<p>CoffeeBot’s coffee maker is broken and he needs your help to fix it! Join a team and solve Flow Designer challenges in this escape room-style competition. See if your team can be the fastest of all and get an exclusive coffee mug. You don’t need to create a team ahead of time to play, just show up and we’ll help form teams as you’re seated.</p>
CoffeeFlows challenge
<p>CoffeeBot’s coffee maker is broken and he needs your help to fix it! Join a team and solve Flow Designer challenges in this escape room-style competition. See if your team can be the fastest of all and get an exclusive coffee mug. You don’t need to create a team ahead of time to play, just show up and we’ll help form teams as you’re seated.</p>
Roundtable: Changing the game with Manchester United
Denis Irwin, a legendary player from Manchester United is joining us! The Club, regarded as one of the greatest football teams and most valuable sports franchises globally, has historically faced the challenge of innovating to stay relevant. This introspective roundtable will focus on the importance of innovation, agility, versatility, and consistency allowing the team to stay relevant for their 1.1B+ fans during rapidly changing times. Discussions will focus on how we are collectively innovating on the ServiceNow® platform to address current economic challenges and industry disruption.
Product Roadmap: Asset Management and what's planned for the future
Asset management is at the heart of today’s most critical C-level concerns, playing a key role in delivering outstanding service delivery, cost-savings opportunities, risk mitigation, and alignment with strategic business goals. In this session, learn what’s new in all areas of Asset Management. Discover the latest capabilities and advances in the user experience, optimized workflows, and additional better-together scenarios that will help you improve your strategic position in your company and showcase value to your leadership team. Plus get a sneak peek into what's coming next.
Lab:Discover how OT Management provides visibility to your industrial enterprise
<p>Learn how Operational Technology Management can provide a process-aware view of your OT asset enterprise. In this lab, you will learn how easy it is to manage OT assets, equipment models, and visualise their relationships by providing a foundation for OT Service Management and OT Vulnerability Response.</p>
Knowledge Expo Tour (Spanish)
<p>Exploration of the Expo is one of the highlights of Knowledge<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>. There’s a lot to see, learn, and experience including Now Platform®, Now on Now<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">™</span></span>, partner and industry solution demos; the CreatorCon<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> zone; engaging customer activations; and fun Community networking activities. Join us for an insider’s tour!</p> <p>This tour will be conducted in Spanish. Tour meets at the Expo Information Desk.</p>
Creating Digital Operations with RPA and API Integration
<p>Hancock Whitney has been on its ServiceNow® journey since 2009. While initially focused on IT management (ITSM), since 2017 a specialized team has been creating solutions for internal lines of business to support more effective and efficient execution. This journey includes development of specialized Scoped Apps with API integration, RPA, and recently FSO. The focus of the team is to extend digital operations and create straight through processing (STP), where possible, with iterative development of solutions in coordination with existing "front-office" platforms.</p>
Ask the Experts: Need a new integration? Ask how you can connect to anything
<p>Did you ever want to connect a third party system to ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> and find that the Integration Hub spoke you wanted wasn't available? Now you can build complete a new spoke using the no-code Spoke Builder. Start with an OpenAPI spec and build your IH Spoke with just a few clicks.</p>
How HSBC is using ServiceNow Impact to scale its use of the Now Platform
<p>One of the world’s largest banks, HSBC operates in over 63 countries to serve its 40 million customers. As part of its global service management transformation, HSBC needed to rapidly scale and industrialize its processes to run, maintain, and build on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>. Join this session to hear how HSBC has used ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> Impact to help establish a strong governance model and team—and given its leadership the ability track and measure the value of their ServiceNow investment.</p>
Scalability, flexibility, resilience in a multi-production instance environment
Siemens Healthineers are overcoming complex challenges stemming from a historically grown implementation through a new multi-production instance strategy. Join this session to explore a revolutionary approach to scaling up an already complex ServiceNow® environment, maximizing flexibility for large distributed implementation teams and concurrently building resilience to sustain regulatory compliance in a highly regulated industry. Executing on this strategy we have reduced our digital services time to market from months to days. Find out how and more during our session.
Large language models, ChatGPT and ServiceNow
Large language models have been praised for their remarkable ability to generate human-like text. But they also have limitations, such as lack of common sense and a tendency to perpetuate biases in training data. Despite these limitations, large language models have significant potential and are being used in various applications, including chatbots, virtual assistants, and content creation. Join this session for an in-depth look at large language models and ChatGPT, their role in the future of ServiceNow®, and their application in automating tasks, improving customer experience, and driving efficiency.
NTT Comware leads service management transformation for NTT Group
<p>NTT Comware leads the digital / business transformation for the entire NTT Group for its operation process standardization, cost reduction, and customer satisfaction enhancement. Deploying CSM, ITSM, and FSM, progressing to establish an integrated service management platform for end-to-end streamlining from customer inquiry to the front-end maintenance service. After one year from the service release, now it's used by NTT Docomo and other major group companies to cover a broad area of Japan, and NTT Comware plans to upgrade the group's IT management to the next generation by ITOM.</p>
ITOM Accelerator: QBE Group Services navigation to success
QBE Group Services embarked on a CMDB journey: From 200k to over 5m CIs Inspire, connect, collaborate. The company transitioned from manual mapping to auto mapping. Attend this session to hear the challenges, and the lessons learned from QBE Group Services journey.
How State of Montana is improving governance with ServiceNow Impact
<p>Learn how the State of Montana used ServiceNow® Impact to design a governance structure for their ServiceNow instance. With 28 agencies, eight ServiceNow products, five partners, and over 100 citizen developers, the State needed to ensure they used leading practices to drive success. With ServiceNow Impact, the State operationalized a governance structure that included continuous feedback loops—helping maintain best practices and accelerate value.</p>
From How to Wow! Wells Fargo on cutting-edge Vendor Risk Management
Transforming a third-party risk program at a bank is no easy task. By leveraging ServiceNow®'s Vendor Risk Management with strategy, professional support, and a career-long desire to stop questionnaire fatigue, banks can harmonize questionnaires and threat intelligence to reduce risk across their third-party ecosystem. Join Brenda Ferraro, Head of Technology Third Party Governance at Wells Fargo, and 2022 CIOLook Top 10 Most Influential Leaders in Cybersecurity, to learn how she is leveraging cutting-edge, real-time technology to better realize risk, reduce cost, and increase assessment volume.
Lab: Modernize enterprise legal operations with Legal Service Delivery
<p>Enterprise legal operations have been saddled with ad-hoc, unstructured interactions between employees and the legal department. We encourage ServiceNow® platform owners, legal operations heads, and shared service leaders to join this hands-on lab and learn how the power of the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> can be extended to Legal Operations. Key topics covered include:</p> <ul> <li>Streamlining intake with Legal Requests and self-service</li> <li>Managing cross-departmental investigations with Legal Matter Management</li> <li>Increasing practitioner productivity through Legal Counsel Center</li> <li>Gaining insight into ongoing demand</li> </ul>
Enabling workplace service delivery on employee center
Learn how Employee Center works with Workplace Service Delivery to deliver modern digital experiences in the workplace.
HR and legal better together (HR employee relations/LSD investigations)
Learn how HR and Legal teams can streamline the process for employee complaints between employee relations and Legal investigations, ensuring prompt action and privacy is maintained.
Achieving safety excellence across your varied workforce
Discover how ServiceNow Health and Safety helps organizations invest in their safety culture by prioritizing employee health and workplace safety.
Product Roadmap: Customer Service Management (CSM)
<p>Join this session to learn about what’s new for Customer Service Management (CSM). Hear from CSM product leaders as they walk through the latest innovations and how they can help your business reduce costs while still delivering seamless customer experiences, and share a sneak-peak into the FY23 roadmap.</p>
Empowering your people leaders with manager hub
Tips and implementation insights to be aware of when implementing Manager Hub.
Building a managed security service centered on ServiceNow
As a technical company of JR East, the company considered it important to respond to cyber-attacks targeting weaker points among many group companies. Therefore, it was necessary to integrate the security measures that had been implemented individually by each group company to a certain level or higher. Based on ServiceNow® the usage of CSM Pro and ITOM integrating the group-wide, deployed SecOps VR into around 80 group companies and 60K+ endpoints. It eliminated a lot of manual work for us and gave us the confidence to manage security with confidentiality and agility.
Realize value faster with ServiceNow Impact
<p>Learn how ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> Impact accelerates time to value on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>—by combining expert coaching, personalized insights and recommendations, peer benchmarking, premium technical support, role-based training, and curated content—all delivered in a personalized digital experience.</p>
Deliver an actionable employee destination site with pre-built employee center integrations
Seamlessly consolidate portals and reduce application fatigue by integrating Employee Center with existing systems for everyday employee use cases. Improve employee productivity by simplifying how employees work, grow, and connect with the organization.
How PNC Bank transformed our operational loss event data management process
The evaluation of internal and external loss data is one of the most important functions within an operational risk framework and overall risk management strategy. The importance of having a well-organized and controlled dataflow cannot be understated. To have one ensures effective evaluation, reporting, and the ultimate benefit of being able to continually improve your control environment and risk profile. Learn how PNC transformed our loss event data management process while improving the bank’s overall resilience.
Developer meetup – Americas East
Join your peers here for a social gathering across the multiple Developer Meetup chapters. Catch up with old friends, build your network, and learn what you can from the other chapter members around the world. (American "East" Mega Developer Meetup)
Developer meetup - Americas West
Join your peers here for a social gathering across the multiple Developer Meetup chapters. Catch up with old friends, build your network, and learn what you can from the other chapter members around the world. (American "West" Mega Developer Meetup)
Developer meetup - Asia and Oceania
Join your peers here for a social gathering across the multiple Developer Meetup chapters. Catch up with old friends, build your network, and learn what you can from the other chapter members around the world. (Oceania Mega Developer Meetup)
Developer meetup - Canada, Mexico, South America, and Europe
Join your peers here for a social gathering across the multiple Developer Meetup chapters. Catch up with old friends, build your network, and learn what you can from the other chapter members around the world. (Mexico)
The role of ServiceNow in transforming experiences across the enterprise
<p>LTIMindtree, an Elite ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> Partner, invites you to discuss experiences, ideas, and insights on leveraging ServiceNow’s employee, IT, and customer experience workflows in your organization. Our expert team will share views on transforming the employee experience to improve productivity and answer questions or have discussions on:</p> <ul> <li>How to leverage ServiceNow's Self-Service and Automated processes to elevate the Employee Experience</li> <li>Engage and empower the fast-evolving workforce and meet their expectations</li> <li>Explore how to leverage the ServiceNow platform in achieving Digital Transformation and process automation</li> <li>Determine the Role of ServiceNow in Automation and AI</li> <li>Discover ServiceNow modernize your Enterprise Service Management (ESM)</li> <li>Determine the process mining relevant to optimizing your current IT workflows</li> <li>Explore your views or insights into using ServiceNow for security and compliance objectives</li> <li>Discover other areas do you think ServiceNow can be used to modernize and transform specific processes</li> <li>Explore industry-specific solutions on ServiceNow do you have experience with or think could be beneficial</li> </ul>
Transforming IRM in Shell: Progress, perks & pitfalls on the ServiceNow journey
If you’re deploying ServiceNow® IRM to manage IT risk and compliance and you’re wondering where to start and what to avoid, this session is for you. Over the last 18 months Shell has learned a lot as we’ve rolled out IRM to over 2,000 employees. With two major product releases (Compliance and Risk) in place there is still a long and ambitious transformation journey ahead. Come join us as we share some of our highlights, lowlights, and learnings.
Ask the Experts: Admin Center
<p>This session is for all admins of ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> platform to come learn about upcoming features and as the experts!</p>
Ask the Experts: When work starts to flow - Why you should stop using legacy workflows
<p>Moving away from legacy technology towards modular pieces of logic that can be reused, maintained, and easily debugged is a daunting, but necessary step. Join us to hear about the many use cases that can be solved with our Workflow Automation products today. Replace complex logic with decision tables, break up a large flow into subflows to increase reusability, and get a glimpse at cross-enterprise Process Automation to connect the dots. Learn about the main benefits of migrating away from legacy technology and how to make that transition as painless as possible.</p>
Lab: Building a killer workspace experience
In this session, you will start with a working, but limited workspace for a custom Fleet Vehicle Management application. You will configure lists and forms, create page variants with conditions, and work with custom tabs and actions based on real-world requirements. You will also learn how to use data resources, client state parameters, client scripting, dynamic data binding, and formulas in UI Builder to make your added page variants more dynamic.
Ask the Experts: Resolving errors Flow Designer
<p>We get it…errors happen. In this session, learn how to proactively build flows to that handle any errors at runtime. In this session, explore approaches to error handling in Paris and Quebec releases, as well as demo the new robust error handling functionality in the Rome and San Diego releases. <br /> <br /> Paris: Use dynamic actions and subflows <br /> Quebec: Use subflows with no ‘wait for completion’ <br /> Rome: Error handling section and action designer error handling <br /> San Diego: Try logic </p>
Knowledge Expo Tour (Dutch)
<p>Exploration of the Expo is one of the highlights of Knowledge<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>. There’s a lot to see, learn, and experience including Now Platform®, Now on Now<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">™</span></span>, partner and industry solution demos; the CreatorCon<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> zone; engaging customer activations; and fun Community networking activities. Join us for an insider’s tour!</p> <p>This tour will be conducted in Dutch. Tour meets at the Expo Information Desk.</p>
Panel: Creating a data model that supports the intersection of technology & business
<p>Providing the right information at the right time for the right people is essential for a successful enterprise. The right data model is required to support the intersection between technology and the business. Join this Think Big panel discussion to explore how peers have addressed this challenge, avoided pitfalls and their advice to set up for success.</p>
Lab: Build the ServiceNow photobooth with custom component and UI Builder (UIB)
Have *Microsoft Remote Desktop Client* installed on your machine for part 1 of this two-part lab series, use the ServiceNow® CLI to create the custom component that controls the Photobooth on the CreatorCon floor. You will learn how to use the CLI to scaffold a new custom component and use HTML5 and JavaScript with the computer's camera to take a series of photos. There is a second part of this series that involves configuring the component in UI Builder (UIB), but that isn't a pre-requisite as this lab will focus on building and deploying the component.
Digital transformation taking flight: Department of the Air Force (DAF) streamlines processes & improves efficiencies
<p>The Secretary of the Air Force for Financial Management (SAF-FM) provides fiscally responsible resource management, auditable and timely financial services, and actionable decision support. Learn how the SAF-FM’s IRM digital transformation journey achieved end-to-end process automation from business process-level control testing, entity level controls and CUECs to system compliance and more. Doing so eliminated 6,500 SOAs, reallocated 142,000 labor hours, vastly improving efficiency and visibility, and streamlined reporting to 50+ certification statements that together support a single DAF SOA.</p>
How Globo increased its security maturity level with ServiceNow
<p>One of the top media corporations in the world, Globo, like many other firms, struggled to recognize and address vulnerabilities in a timely and efficient manner, leaving them open to possible cyber assaults. By incorporating ServiceNow®'s SecOps module into the existing ServiceNow ITSM, Globo has been able to effectively manage more than 10000 security incidents and increase its security maturity level. Join this session to learn Globo's success story and take away valuable insights to help you transform vulnerability management capabilities.</p>
Lab: Citizen Developer - App Engine Management Center (set up pipeline)
Join us on a walk-through of how App Engine Management Studio (AEMC) is set up and general principles on how to use it. This session will go through the following: 1. Guided tour and setup of App Engine Management Center 2. Enable the Pipeline 3. Create / update an app through the new pipeline 4. Deploy using AEMC By the end of the session you will see how AEMC will make app deployments easier and what the first building blocks are to enabling Citizen Development and empowering the workforce to do more themselves.
Meetup: WomenNow community
<p>Connect with other women in the ServiceNow Community who are working together to increase visibility and representation and to support each other's careers.</p>
Digital Journey: Pie in the sky, to the reality of where rubber hits the road
ServiceNow® enables Coca Cola Beverages Africa (CCBA) to harmonize and streamline processes, deliver rapid support, take ownership of its master data, and deliver value to its customers. Learn how CCBA went from pie in the sky Service Management dreams, to a seamless big bang ServiceNow® ITSM standard deployment in 180 days. Learn how the university transitioned from archaic IT processes to solutions that allow enterprise agility. Hear how Value Realization Assessments are enabling the university measure value delivered to date; and extracting even more opportunities from our current entitlements.
Ask the Experts: Next Experience
Have you already turned on Next Experience, started configuring in Next Experience or just curious about the transition? This session will give a glimpse into upcoming Next Experience features and provide Experts to address any questions .. or bring your feedback to share with the product team!
Deliver better business outcomes and mitigate risk with SPM
Raymond James has fully embraced the ServiceNow® Strategic Portfolio Management with PPM including Demand and Resource Management as well as integration with ITSM, CMDB, and Vendor Risk Management. Learn how the company consolidated its work and prioritized as well as effectively managed people and spend for improved delivery. Executives and project owners now have real time access to risks and potential issues as well as contractual spend challenges and assist with contract negotiations.
Lab: Building complex order fulfillment workflows with Order Management
<p>As digital services become more complex, automation is key to streamlining order fulfillment workflows. In this lab, participants will learn first-hand how Order Management provides the automation and optimization fulfillment teams need to launch services faster. Learn how to get architecture and integrations right the first time, establish a single product catalog for scale, and dabble with flow designer to optimize order capture, decomposition and fulfillment workflows. Everything you need to get started with Order Management from ServiceNow®!</p>
How ANZ Bank is using ServiceNow Impact to improve upgrades
<p>Learn how ANZ Bank is using ServiceNow® Impact to achieve upgrade excellence. Join this session to hear how cross-departmental collaboration and prioritizing technical debt management can create a smoother, more predictable upgrade process.</p>
3 defining fundamentals to kick-start your citizen development journey
Do you have a backlog of low-code apps but no one to build them? Have you started a small citizen development program but don't know how to grow? Come learn how citizen developers can boost productivity and lower cycle time across your enterprise. Nationale Nederlande (NN) Group experts will share how they empower citizen developers to create value with ServiceNow®'s low-code platform. The session will review how to ensure proper governance, how to start small and grow a program, and the importance of hosting hackathons to drive innovation. NN Group's experts will close with a demo—from intake to building an app, fast!
How KeyBank is supercharging their digital transformation with ServiceNow Impact
<p>Learn how ServiceNow® Impact is helping KeyBank drive its digital transformation journey. With ServiceNow Impact, KeyBank has accelerated progress toward strategic goals with recommendations from experts, reduced operational risk through proactive monitoring and support, and elevated visibility to executives with the CIO Dashboard, allowing them to maximize the return on their investment in ServiceNow.</p>
Schneider Electric resolves tickets 50% faster with ITOM and Microsoft JEA
<p>Join Schneider Electric to hear how it have transformed IT Operations to deliver 90% ticket accuracy and a 50% reduction in resolution time. With operations around the world, they needed standardized governance, process, and architecture to improve operational resilience. Critical to this was achieving greater visibility of outages with improved accuracy, and to understand the impact aligned to business priority, disaster recovery and risk. Leveraging ServiceNow® together with Microsoft JEA, the company can now obtain the insight they need without disrupting strict security protocols.</p>
Managing eBay Security and Risk: How we transformed into a lean and mean machine
In the last 5 years, eBay’s InfoSec team has adopted and deployed both the Security Operations and IRM products. Leveraging the power of the platform, we integrated these products to highly automate compliance evidence management, improve security response, and scale vulnerability management. Join us to walk through our vision with a demo of our solution. This session will review eBay made the choices we did, the extremely successful results, and what we could have done better. If you are considering Security and Risk for your InfoSec team, this talk will help set a direction for your path forward.
Put your CX on track with ServiceNow Customer Service Management
<p>With over three million customer interactions processed annually, SBB, Swiss Federal Railways, faced contact center inefficiencies due to disconnected applications and a disjointed view of customer requests. ServiceNow® Customer Service Management has helped SBB unify communication channels, improve agent productivity, and route requests to the right teams, resulting in increased transparency, reduced complexity, and faster response times. Attend this session to discover how SBB leverages the ServiceNow Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> to transform the customer experience and establish a new standard of excellence.</p>
Lab: Move out of Workflow Editor and into Flow Designer
Back in the day, you may have used Workflow Editor to create automation in the platform. It was a great product and continues to support what was built. If you are still using Workflow Editor to develop automation, this session is for you - join us and learn how to turn a workflow into a flow using Flow Designer.
Keynote: Innovating with the ServiceNow platform and workflows
<p>Learn how the Now Platform® helps you cut costs, grow your business, and manage risk without the need to compromise. You won't want to miss CJ Desai, President, and COO of ServiceNow®, showcasing the latest world-class innovations. Hear from global leaders like Mars, Inc., and NVIDIA's Founder & CEO Jensen Huang, on driving success with end-to-end digital transformation and generative AI. Do you need to optimize for today or innovate for tomorrow? ServiceNow lets you say yes to both.</p>
Lab: Manage customer service management processes efficiently with Case Types
<p>Customer service cases represent the services, processes, and data required to resolve a specific customer issue or request. As customer service management spans multiple industries, there is no prescriptive definition that can be packaged to meet every type of case, while organizations must be able to model service requests.<br /> <br /> During this hands-on lab, you will learn:<br /> <br /> - how Case Types help to resolve these matters<br /> - how to create a Case Type<br /> - how to manage and configure Case Types</p>
ServiceNow SecOps challenge
Join the ultimate live challenge and be the first to find the hacker using ServiceNow®'s security operations product in this timed game. The more incidents you close, the more points you collect. Winners receive a special SecOps prize.
Get started with ServiceNow Impact
In this session, hear how you can set up your strategy, roadmap, and blueprint for value with ServiceNow Impact. Get a first-hand look into some of the key deliverables you will see in the first 90 days as a ServiceNow Impact customer.
Realize value faster with ServiceNow Impact
<p>Learn how ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> Impact accelerates time to value on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>—by combining expert coaching, personalized insights and recommendations, peer benchmarking, premium technical support, role-based training, and curated content—all delivered in a personalized digital experience.</p>
Realize value faster with ServiceNow Impact
<p>Learn how ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> Impact accelerates time to value on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>—by combining expert coaching, personalized insights and recommendations, peer benchmarking, premium technical support, role-based training, and curated content—all delivered in a personalized digital experience.</p>
Realize value faster with ServiceNow Impact
<p>Learn how ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> Impact accelerates time to value on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>—by combining expert coaching, personalized insights and recommendations, peer benchmarking, premium technical support, role-based training, and curated content—all delivered in a personalized digital experience.</p>
See the future of valued workforce skills
<p>How will the workforce change? What skills and resources will companies need in the coming years? Join this session to see into the future so you can start planning for it now.</p>
See the future of valued workforce skills
<p>How will the workforce change? What skills and resources will companies need in the coming years? Join this session to see into the future so you can start planning for it now.</p>
See the future of valued workforce skills
<p>How will the workforce change? What skills and resources will companies need in the coming years? Join this session to see into the future so you can start planning for it now.</p>
See the future of valued workforce skills
<p>How will the workforce change? What skills and resources will companies need in the coming years? Join this session to see into the future so you can start planning for it now.</p>
NTT DATA innovation pit stop: Join the hyperautomation race and reduce spend
<p>Join NTT DATA for a thought-provoking roundtable discussion on how businesses are reducing cost and technical debt by embracing the automation capabilities of the ServiceNow® platform. NTT DATA is helping to improve business processes by leveraging process mining technologies such as Celonis, ServiceNow Creator Workflows and App Engine to modernize the enterprise and elevate customer and employee experiences. Learn share industry-specific examples of truly transformative ways of working through Hyperautomation.</p>
Stay on track to win: The four drivers of digital transformation success
<p>Digital transformation breakdowns can be avoided through a better alignment of efforts with strategic objectives - a step by step to transformation that considers all four key drivers of digital transformation (people, process, data, and technology) and optimizes those for success. Learn how to envision and deliver successful digital transformation efforts, and avoid the common pitfalls and challenges, all leveraging the power of the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>. Learn what platform success looks like, the key forces that impact digital transformation, and how to measure success.</p>
Spotlight Keynote: Public Sector says YES to improving experiences with digital transformation
<p>The public sector is dedicated to their mission of service. However, government agencies often face challenges such as outdated systems and limited resources that hinder their ability to deliver the experiences citizens expect. In this session, we’ll explore how digital transformation can overcome these obstacles and close the gap. Join ServiceNow’s Dr. Raj Iyer, Head of Global Public Sector and former CIO of the U.S. Army and Jamie Grant, CIO from the State of Florida – as they discuss how the ServiceNow platform integrates into the missions of departments and agencies to digitally transform the way citizens are served.</p>
Panel: Accessible, fast, and secure: How governments can accelerate their mission to serve
<p>In these economic times, agencies are focused on their mission to serve while remaining fiscally responsible with limited resources. Agencies are balancing increased service requests and consumer-like expectations from their constituents, employees, businesses, visitors, and other agencies, with growing regulatory requirements. This provides an opportunity to both invest in the customer experience, while also increasing security. In this session, learn from ServiceNow® leaders and government agencies on how to accelerate the mission to serve.</p>
Demo: Premium portal experience: Employee Center Pro for ITSM
<p>Elevate your IT service portal into a productive engaging experience with Employee Center Pro. Learn how a single experience can improve operating efficiencies, increase self-service and user adoption, and expand productivity across your entire enterprise.</p>
Meet our ServiceNow Community Rising Stars
<p>Come out and learn how to become a ServiceNow Community Rising Star, a dedicated community program to empower individuals who are actively inspiring others in the ServiceNow Community through their contributions and expertise.</p>
Meetup: Black ServiceNow community
<p>Connect with other Black ServiceNow Community members who are working together to increase visibility and representation and to support each other's careers. </p>
Meetup: LGBTQIA + ServiceNow community
<p>Connect with other LGBTQIA+ ServiceNow Community members who are working together to increase visibility and representation and to support each other's careers. </p>
Meetup: New to ServiceNow community
<p>Are you new to ServiceNow? Join your peers at the ServiceNow Community meetup pavilion to network with others beginning their ServiceNow journey. </p>
Meetup: ServiceNow System Admins
Are you a ServiceNow System Administrator? Network with other system admins and share best practices, tips, and tricks that you have learned along the way.
Meetup: SNUG
Come out and connect at the SNUG meetup. It is a great way to network with the ServiceNow global community, share best practices, and learn helpful ServiceNow tips and tricks.
DevOps CI/CD integrations with App Engine: Speeding time to value while reducing risk
<p>Boeing, the company who built almost half of the world's jetliners in service today, is winning with low-code Citizen Development and DevSecOps. Join this in-depth session where Preethi Machaiah, who is leading the DevOps team on the SN implementation project at Boeing, will discuss how she and her team onboard Citizen Developers onto App Engine Studio, enable scoped app deployments, setup integrations with CI/CD tools, and demonstrate quantitative DORA metrics.</p>
Keynote: Putting yes to work
<p>Welcome to Knowledge! Discover how to put yes to work for you in this opening keynote, in which Bill McDermott and special guests share how ServiceNow helps you tackle the challenges facing businesses in 2023. Hear how top leaders realize value fast and amplify their success with the intelligent platform for end-to-end digital transformation. Do you need to grow the top line or protect the bottom line? ServiceNow lets you say yes to both.</p>
Experience next in cloud with industry solutions for business transformation
<p>The Infosys Cobalt digital framework with Infosys Enterprise Service Management Café leverages the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> to power enterprise cloud transformation. Coupled with Infosys domain expertise across industries (Manufacturing, Telecom, Life Sciences, Finance & Insurance, Services and Retail), Infosys and ServiceNow® drive industry specific outcomes for customers. Hear from Infosys experts and some of our customer on “the art of possibility” - combining functional ambitions, technology capabilities, and digital competencies that exponentially fast track business transformation.</p>
Attendee lunch
<p>Attendees are invited to grab some lunch and conversation with peers. Meals will be spread out across The Venetian Expo.</p>
Knowledge Closing Celebration
<p>Join us to celebrate an incredible week at the Knowledge Closing Celebration. Enjoy some amazing tunes and jam out with your peers. Featuring the Grammy-nominated musical sensation, OneRepublic.</p>
Knowledge welcome reception
Let's get the party started and join us for happy hour! Network with your peers, industry professionals, ServiceNow® experts, and partners while experiencing our demos and enjoying a drink at the Knowledge welcome reception.
Attendee breakfast
Attendees are invited to a quick breakfast bite and coffee before diving into their day of Knowledge learning, networking and connecting.
Attendee breakfast
Attendees are invited to a quick breakfast bite and coffee before diving into their day of Knowledge learning, networking, and connecting.
Attendee breakfast
Attendees are invited to a quick breakfast bite and coffee before diving into their day of Knowledge learning, networking, and connecting.
Attendee lunch
Attendees are invited to grab some lunch and coversation with peers. Meals will be spread out across The Venetian Expo.
Attendee lunch
Attendees are invited to grab some lunch and coversation with peers. Meals will be spread out across The Venetian Expo.