Knowledge 2023
727 sessions
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>
