Knowledge 2023
727 sessions
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>
