Knowledge 2024
1056 sessions
Streamline the work of procurement with Sourcing and Procurement Operations
<p>Make it easier for employees to request the goods and services needed to get their jobs done with ServiceNow® Sourcing and Procurement Operations. Learn how to increase spend under management to save money and achieve procurement goals. Understand how to streamline procurement request and purchase order creation to make it easier for employees to follow the process. See how to utilize capabilities of the Now Platform® – from workspaces to workflows - to make it easier for procurement professionals to make better decisions, faster.</p>
Transforming Procurement with GenAI
<p>Transforming Procurement with GenAI.</p>
Transforming Procurement with GenAI
<p>Transforming Procurement with GenAI.</p>
Now on Now: Empower a connected employee experience with one platform
<p>Imagine a world where we truly serve our employees — and where our functions deliver services to our people when, where, and how they are ready to receive them. What a human-centered world this would be! Meet MyServiceNow: the one place for all employees to get what they need for every role. In this session, we'll share how ServiceNow® is using our technology to boost creativity and productivity, strengthen culture, and grow employee skill sets. Learn how leveraging the platform that integrates GenAI and machine learning helps our employees do their jobs — and downright delights them.</p>
Now on Now: Get started with an AI enabled connected experience for employees
<p>See how <span style="font-size: 11.0pt;"><span style="">ServiceNow® </span></span>is using AI and a hyper-personalization in portal and mobile to elevate the employee experience.</p>
Reimagining and accelerating the service life cycle as a TechCo
<p>Discover Prodapt’s unique offering with <span style="font-size: 11.0pt;">ServiceNow® </span> for automating the end-to-end service lifecycle from rollout to management, with cutting-edge product, service and resource models. Our TechCo Toolkit accelerates OSS transformation by automating service provisioning, providing deeper observability, and improving inventory accuracy.</p>
Banking Spotlight: How Truist balances innovation and regulatory compliance
<p>In today's banking landscape, Business Transformation accelerates growth and heightens the importance of achieving regulatory compliance. Truist has embraced this philosophy throughout its evolution, from successfully navigating the complexities of a major merger to becoming a top 10 commercial bank. Join Laurén Robbins To, VP, Financial Services Industry Go-To-Market at ServiceNow®, and Truist’s Beth Johnson, EVP, Enterprise Technology to learn how Truist fosters a culture of innovation across key business areas, while continuously strengthening their regulatory compliance program.</p>
The messy middle: Navigating the mundane parts of your ITSM transformation
You are excited about a new solution that will help you increase productivity and improve agent and employee experiences. You wish you could jump in and start implementing it, but you are facing many processes and stakeholders - from procurement, to risk and security, to staffing, and more. Join this facilitated roundtable discussion to share your challenges, ideas and solutions with peers and experts, and leave with a renewed energy for managing the complexities of your ITSM transformation.
Improve outdated legacy tools with ServiceNow: Leveraging AI and automation
Service management transformation is a complex and challenging process that requires a holistic and systemic approach to address the organizational issues and barriers that may arise. In this session, learn how to use Kyndryl Services and ServiceNow® AI and automation capabilities in transforming service management in the organizations like yours. Hear from real-world examples of other leading organizations that have successfully leveraged Kyndryl to optimize its IT operations, reduce costs, improve quality and enhance user experience.
Experience mapping for non-UXers
<p>Interested in understanding and improving the experience for end users but don't have the resources to conduct a formal journey mapping research project? Learn how to leverage existing knowledge about end users to surface insights into user journeys, pain points, and opportunities for improvement. Gain practical skills to help craft exceptional user experiences and provide measurable business value.</p>
Unveiling Insights! Exclusive Peek Inside the ServiceNow Community
<p>Discover the insights unearthed from the 2024 Annual ServiceNow® survey, a comprehensive exploration into the state of our ServiceNow Community. Delve into the investigation of industry benchmarks, team composition, career trajectories, tool utilization, and skill sets. Through thorough analysis of responses spanning a diverse spectrum of Now Platform® users, gain valuable insights into the prevailing trends, challenges, and opportunities within the dynamic tech landscape. Don't miss this session as we unpack the implications of these findings for individual developers, teams, and organizations navigating the ever-evolving realm of software development.</p>
Now on Now: The Multi-LLM Enterprise: A Symphony of Specialized Skills
<p>As organizations increasingly adopt artificial intelligence (AI) technologies, the utilization of LLMs has emerged as a powerful tool for revolutionizing workflows and decision-making processes. The future enterprise won't rely on a single LLM. Instead, it will likely leverage a suite of specialized LLMs, each chosen for its ability to tackle a specific task. This symphony of models will require careful orchestration, but the rewards will be immense – increased efficiency, improved decision-making, and a new era of data-driven innovation. Future of enterprise automation lies in Large Action Models (LAMs). These next-generation AI models combine the power of LLMs with the ability to execute tasks in the real world. Join us for an insight discussion where we share some of the experiments we are doing internally and that will spur some thought provoking conversation.</p>
Auto insurer drives a smoother employee experience
<p>USAA had a mission: to deliver an employee experience that improves engagement and supports employees. They teamed with KPMG to implement ServiceNow<span style="font-size: 11.0pt;"><span style="">®</span></span> HRSD alongside workday to accomplish their objective, effectively modernizing and digitizing their HR function. Join this session to gain insight into the approach that made USAA’s mission a success.</p>
Unlocking value from next-gen managed services with WSP
<p style=""><span style="font-size: 10.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(33,33,33);"><span style="font-size: 9.0pt;"><span style="font-family: Verdana , sans-serif;">Challenging market conditions and siloed operations across enterprise functions have caused a lack of agility and loss of productivity for organizations. Join this session to learn how WSP is accelerating a transformation agenda with the help of next-generation managed services. Discover how the organization is unlocking new value from the strategic technology enhancements and ongoing advisory and analytics they receive by successfully outsourcing operations, cyber & risk, and supply chain services, to name a few.</span></span></span></span></span></p> <p style=""><span style="font-size: 10.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(33,33,33);"> </span></span></span></p>
Put AI to work for Risk and Compliance
<p>Join us to discovery the AI capabilities available to you in our ServiceNow IRM product to improve efficiency and collaboration.</p>
Using Dashboard Insights to drive better outcomes: A view from the customer
The UK Home Office is one of the great departments of state with its mission to secure the United Kingdom's borders and protect its citizens. We’ll look how the Home Office’s approach to evolving its IT service management capability is providing insightful dashboards from the CIO to the border force officer on the front line and how it is starting to drive improved identification of IT issues and an independent view of service performance across over 700 different business systems.
Use AI to boost agent Performance with NOW assist and speech analytics
<p>48% of consumers are highly concerned AI will reduce access to live human beings and negatively impact the customer experience. But what if AI could improve customer engagements and outcomes by enhancing live agents? Join this session to discover how GenAI is re-inventing the contact center with agent-centric capabilities designed to reduce manual tasks, improve speed of services, and deliver AI-powered insights into the quality of customer interactions at scale.</p>
Getting started on your Knowledge Management generative AI journey
In this session, learn why capturing customer context is key to drafting quality knowledge articles with Now Assist in Knowledge. Presenters will discuss the importance of a foundational governance process to prepare an organization for when agents are drafting articles with generative AI. This session will include a demo of Now Assist in Knowledge Management, roadmap, and time for Q&A/feedback.
Now on Now: Leveraging the power of the ServiceNow platform to hypercharge ERP
<p>Whether you have an aging ERP, are already on a SaaS ERP, have multiple ERP systems, or all the above—there is massive value to be gleaned by combining ServiceNow® with ERP. In this session, we’ll share our firsthand experience with bringing a workflow approach to ERP. Learn how we’re improving cash flow, reducing operational risk, and accelerating time to value using key ServiceNow technologies (low code, robotic process automation, process mining, generative AI, etc.).</p>
Now on Now: How we activate a clean core ERP strategy
<p>We’ve all heard about a clean core ERP strategy by now... but how do you walk that path and what are the milestones? Join us for a conversation about architecture, enablement, upgrade management, and how we at ServiceNow® maintain a clean core. We’ll share our criteria for ERP vs. ServiceNow decisions, demos of what it looks like in practice, and several high-value use cases you can emulate and benchmark against.</p>
Now on Now: How to get started with Automated Test Framework
<p>Attend this session to explore Automated Test Framework (ATF) to learn how to integrate with Test Management and unleash the power of Cloud Runner for effortless and stress-free test execution.</p>
Now on Now: How to increase code quality with GenAI and Test Automation
<p><span style="font-size: 11.0pt;"><span style="">ServiceNow® </span></span>is increasing Developer Productivity in areas such as testing using Automated Test Frameworks plus a Gen AI-powered tool called Test Assist. Join this demo to see how to can achieve better platform stability and user satisfaction by shifting focus to the left.</p>
Now on Now: Learn about how ServiceNow upgrades it's own instance
<p>Find out how, with more than 90% test automation, ServiceNow<span style="font-size: 11.0pt;">®</span> has reduced effort by more than 80% for upgrades, ultimately giving teams peace of mind for upgrades.</p>
Your platform accelerated: How xtype customers achieve 5x delivery
Organizations leveraging ServiceNow® seek ways to deliver faster and realize the total value of their investment. Attendees will gain real-world insights into how xtype products transform how ServiceNow professionals work with and deliver on the Now Platform®. Key takeaways from this session include: Time to value: How long it takes to install and gain value with xtype products. Real-World outcomes: Learn the implications and outcomes of delivering on the Now Platform at speed with safety Best practices: How best to use xtype products to ensure transformative results.
Getting Started on the Right Track with Your ServiceNow Journey
<p>Embark on your ServiceNow journey with confidence! This breakout session is designed to simplify your initial steps. You'll discover the wealth of ServiceNow resources at your fingertips and learn how to maximize their potential. Our experts will guide you through essential next steps for a successful start. Let's set you on the path to ServiceNow success!</p>
360 Exchange: High five strategies for smoother upgrades
Embarking on a ServiceNow upgrade journey can be daunting, but it doesn’t have to be. Join us for an insightful discussion where we’ll share five high-impact strategies to streamline your ServiceNow upgrades and ensure a smooth transition to the latest version. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: Implementation & Rollout Strategies for IT Services Management
Designed for IT leaders, administrators, and project managers alike, this immersive session will provide a comprehensive guide to successfully implementing and rolling out ServiceNow IT Service Management (ITSM) solutions within your organization. Meet your goals and overcome your challenges today! Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: Welcome to ServiceNow: Get started on the right track
Are you a new ServiceNow customer? Then this one’s for you! Join us for an engaging roundtable discussion where we’ll explore the essentials of getting started with ServiceNow. Get practical insights and best practices to facilitate a seamless transition and maximize the value of your ServiceNow investment. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
Now Assist for ITSM (powered by GenAI)
<p>The ServiceNow® platform, AI expertise and customer first mindset, enables ServiceNow to seamlessly weave Generative AI into applications and workflows. Join this session to see Now Assist in action for ITSM.</p>
Digital Employee Experience (DEX) for IT Service Operations
Digital employee experience is becoming the linchpin of modern workplaces, influencing engagement, productivity, and retention. Organizations must navigate challenges like technical complexity and cultural change while striving to provide user-friendly tools and personalized interactions. Attend this session to learn that as the digital landscape continues to evolve, maintaining an optimal DEX becomes essential.
Minutes matter: Major Incident Management with ITSM
<p>Major incidents disrupt services, operations, and productivity. In this presentation, we will show how you can quickly restore services, increase incident deflection and help agents work more efficiently with a tailored user interface and AI-powered insights.</p>
Now Assist for ITSM (powered by GenAI)
The ServiceNow® platform, AI expertise and customer first mindset, enables ServiceNow to seamlessly weave Generative AI into applications and workflows. Join this session to see Now Assist in action for ITSM.
Now Assist for ITSM (powered by GenAI)
Our platform, AI expertise and customer first mindset, enables us to seamlessly weave Generative AI into our applications and workflows. See Now Assist in action for ITSM.
Illuminating the path ahead for GBS: A fireside chat with Deborah Kops
Join leading Global Business Services (GBS) advisor, Deborah Kops, in a conversation about the future of the industry. Join this session to hear about the headwinds, tailwinds, key considerations and watch-outs for shared services organizations at all stages of maturity.
Driving GenAI at scale with ServiceNow
Laptop required: GenAI on the ServiceNow® platform provides transformative capabilities for companies, enhancing customer success and streamlining operations. Attendees will learn about GenAI principles, ethics, and standards, delve into use cases like Case Summarization, Flow Designer, and Text-to-Code, and explore the Admin experience for skill customization. The session includes a hands-on lab for practicing Now Assist activation and configuration with the goal of optimizing the user experience and business processes.
Creator Keynote: Automating every corner of the business with GenAI
<p>Business process efficiency and great experiences are the new competitive battleground. To win, we analyze and improve legacy processes with a powerful new weapon: GenAI. Learn how industry disruptors and AI innovators like Accenture's Rajendra Prasad (Global CIO) and Banco do Brasil's Neudson Freitas (Executive Director) are empowering people of all skillsets to create unique, intelligent workflows that automate every corner of the business with measurable ROI.</p>
Embracing DIY Automation with Banco do Brasil
<p>In today's dynamic technological landscape, businesses face the challenge of adapting to ever-evolving processes and customer demands. Banco do Brasil, a leading financial institution in Latin America, recognizes the transformative power of automation and its potential to streamline operations, enhance efficiency, and drive innovation. Embracing this vision, Banco do Brasil proudly presents its groundbreaking initiative: Do It Yourself Automation (DIY Automation).</p>
Retail & Hospitality Roundtable: Embracing Technology & Innovation for Success with Schwarz Group
<p>Retailers today face a multitude of challenges, ranging from evolving consumer behaviors to technological disruptions. Join us for this unique Retail & Hospitality Roundtable discussion where we’ll hear from one of our largest Retail customers, Schwarz Group, share their perspectives on the Retail industry and how ServiceNow is helping transform their business. We’ll then shift into roundtable discussions on the latest trends, challenges, and opportunities shaping the industry, with a particular focus on the transformative role of technology especially Artificial Intelligence (AI). Don't miss out on this unparalleled opportunity to glean insights, forge connections, and chart the course towards retail success.</p>
How Edward Jones uses ServiceNow Impact to accelerate digital transformation
Facing challenges with technical debt and performance issues, Edward Jones used ServiceNow® Impact to identify and resolve key issues—and implemented proactive monitoring with Instance Observer. By embracing Impact accelerators and strategic guidance from the Impact squad, Edward Jones improved platform health and increased the maturity of their governance and operational processes—helping them accelerate adoption and increase the return on its ServiceNow investment.
MVPs tell all: Building expert reputation through community contributions
<p>Learn from highly recognized & respected <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> MVPs on what it takes to elevate community impact, reputation, and expertise by creating valuable content.</p>
Now on Now: Using GenAI and Now Assist for Security Operations
<p>Find out how Security Operations is leveraging Gen AI to automate threat analysis and provide context for the response including prioritizing alerts for faster incident responses.</p>
Now on Now: Using GenAI and Now Assist for ITOM
<p>Find out how <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;"><span style="">ServiceNow® is</span></span></span></span> enabling IT Operations Management with Now Assist.</p>
Now on Now: Using GenAI and Now Assist for IT Support Agents
<p>Find out how <span style="font-size: 11.0pt;"><span style="">ServiceNow® is</span></span> setting up Now Assist for ITSM to increase productivity across the enterprise. See how agents are able to quickly summarize incidents, generate resolution notes and even create KB articles with a few simple clicks.</p>
Now on Now: How to govern and manage a CMDB
<p>Attend this demo to learn best practices around governing and managing a vast CMDB to maintain a healthy and useful tool for driving risk assessments and performing impact analysis.</p>
Responding to incidents with Service Operations Workspace
<p>Siloed IT services and operations result in friction and higher cost of operations. With the Service Operations Workspace, an ITSM application, Service Agents and Operators can see the full picture of all incidents, problems, changes, and alerts to predict and resolve service degradation. Teams can improve service availability with instant problem identification, collaboration, and resolution.</p>
Navigating cost in the cloud era - Driving accountability through FinOps
As cloud services become the backbone of digital operations, many organizations struggle to manage cloud costs efficiently. Pilot Travel Center is on a journey to adopt FinOps practices at scale. The company is building a practice of automated cost allocation and automating its way to creating cloud cost visibility for business units, tying cloud costs to delivered business value. In this session, learn about Pilot Travel Center's FinOps journey, how its accelerating cloud initiatives, and wins in cost savings. This session will include Pilot Travel Center's roadmap for the future.
Modernize enterprise asset management with a cloud-based solution
<p>According to Forrester, over 50% of global software decision-makers are unsatisfied with or are looking to replace their current enterprise asset management (EAM) software. In this session, learn how a cloud-based EAM solution can help an organization overcome common challenges associated with on-premise tools and unlock new possibilities for efficient and effective management of your company’s physical business assets.</p>
Roundtable: Confidently modernize and rationalize apps while reducing costs
You’ve embarked on your cloud journey, but you’re struggling to decide whether to invest in, migrate, maintain, or retire applications. Are you saddled with increased cloud, software, and hardware costs due to duplicate, redundant or outdated apps? Are you able to align your cloud initiatives with business goals? Join ServiceNow customers, thought leaders, and product leaders to discuss how to plan app modernization, retire legacy systems, and maximize the value of your cloud investments effectively with SPM, APM, and ITAM.
Infosys Live Operations - Using an AI first approach to monetize data, Uplift revenue and deliver customer delight
<p>Infosys Live Operations is a smart platform for process excellence and deeper employee and customer engagement. It is a ‘system of systems’ that seamlessly integrates with legacy and digital environments to simplify operations by rationalizing applications and optimizing the technology stack. Auto-discovery capability of the Infosys platform automatically executes events and activities, eliminating the need for permutation configuration of systems for every new occurrence in real-time production workflows. Further, reference data for all levels of activities and events needs to be defined only once, and not for every occurrence in a process or workflow.</p>
Accessibility on the Now Platform
<p>Ensuring the Now Platform® is truly inclusive has always been a priority for ServiceNow® and digital accessibility plays a key role in that journey. Attend this session to hear insights into an accessibility journey including showcasing multiple new features including: new keyboard shortcuts, forced colors, reflow, invisible controls, keyboard truncation, accessibility checker for Theme Builder, mobile dark theme, mobile text resizing, and more.</p>
