Knowledge 2023
727 sessions
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>
