Knowledge 2024
1056 sessions
Unlocking the Power of Gen AI: A Conversational Journey
<p>Mark your agenda to attend CDW’s Ask the Pro session as Certified Master Architect, Kelli Hoeppner, guides you through an insightful exploration of ServiceNow® AI features. Remove the mystique around AI and start creating a strategy! This session will be conversational and driven by audience questions. Regardless of your role, bring a question to ask on topics ranging from platform governance, operating models, process, and technology. Discover how AI is transforming work and what you can do to join the AI revolution!</p>
Plan, Scale, and Operate in the Cloud with ServiceNow’s unified cloud solutions
ServiceNow provides the platform to accelerate cloud transformation in hybrid and cloud-native environments with application modernization planning, software delivery pipeline automation, and service resilience and security—all while reducing complexity. See how to eliminate cloud uncertainties with automation and accelerate innovation. Featuring Now Assist for ITOM, Enterprise Architecture Workspace, Strategic Planning Workspace, Cloud Cost Simulator, Cloud Services Catalog, Service Operations Workspace, Cloud Visibility and Observability, Vulnerability Management, & Cloud Cost Management.
Now on Now: Lets collaborate! Responding to a Major Security Incident from the virtual war room
<p>After declaring a Major Security Incident, the clock never stops. Gaining insights, tight collaboration and response is paramount across functional teams involved in order to eradicate the threat. Using Major Security Incident Response (MSIM) along with integrations with Microsoft tools helps with a clean communications channel. No matter where your organization is located, let ServiceNow® share our experience managing a virtual SOC globally seamlessly with the help of MSIM during a critical incident. </p>
How C Spire is leveraging ServiceNow Impact for their implementation journey
<p>Hear how C Spire, a technology and telecommunications company, has navigated its journey with ServiceNow®—and how it used ServiceNow Impact to accelerate the time to value of their investment. C Spire will share its roadmap and examples of how ServiceNow Impact has guided its decision-making with proactive recommendations, access to experts, platform health tools, and more.</p>
Bridging data and design: Fall in love with metrics that lead to innovation
<p>Laptop required in this session.</p> <p>Leverage the power of the <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> User Experience Analytics, and get ready to boost the value of your product. Use it as a catalyst for UX optimisation that will enhance user interactions and help you to see your product by your user’s lens. In this session you will learn how to leverage data-informed decisions to improve experiences, define your organisation's strategy, and increase user satisfaction by using metrics as baseline. As a take away, you will be equipped with enablement material to start using and sharing with your teams.</p>
Now on Now: Sell more, click less with a Connected Sales Experience
<p>Join us as we share how we put AI to work in our own platform to create a connected and personalized workflow for our go-to-market organization. We surface guided actions and predictive insights, including marketing and competitor intelligence, engagement history, and more - all in one seamless experience. A better experience for our sales organization translates to a better experience for our customers - it’s a win for everyone.</p>
Now on Now: Intelligence in IT operations - an ITSM + ITOM AIOps story
<p>ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> IT has big dreams! We aspire to have “0” user reported incidents, “0” service desk and “0” outages to give our employees and our customers the best possible experience. In this session, learn how we use the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>, ServiceNow ITSM + ITOM AIOps to help us manage our IT infrastructure with intelligence at every turn. We'll show you how we use AI and ML algorithms to automate our IT operations, provide real-time insights, and predict and prevent outages before they occur. Learn how we Shift left using Virtual Agent and GenAI.</p>
Now on Now: How ServiceNow got started with Now Assist in 30 days
<p>See how <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;"><span style="">ServiceNow®</span></span></span></span> teams implemented Now Assist and rapidly expanded across multiple use cases to help all users, regardless of role, boost productivity intelligently.</p>
Now on Now: How to get started with AI Search
<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 our users to find the correct information quicker than ever with AI Search.</p>
Bring ServiceNow to life in your iOS app! A beginner's guide to the Mobile SDK
Does your company have a custom iOS application and you're wondering how it can access ServiceNow® data & workflows? Do you want to build one but don't know what's possible/where to start? See first-hand in this lab how the Mobile SDK accelerates iOS app development by building an app from scratch – no prior iOS development experience required! Create the experience you want, natively in your own app. NOTE: macOS laptop required to follow this lab. Due to file size, install Apple Xcode + iOS simulator runtime prior to attending. You can watch presenters perform the lab on stage if unable to.
Product Roadmap: What’s new in Asset Management (ITAM and EAM)
IT and enterprise asset management play key roles in delivering outstanding services, reducing costs, and mitigating risk—some of today’s most critical C-level concerns. Discover what’s new across ServiceNow® Asset Management for software, hardware, cloud, and enterprise assets. Learn about the optimized workflows and platform solutions that enhance strategic position, showcase value, and improve user experience. See where our solutions can unlock value across HR, security, risk, portfolio management, field service management, FinOps, ESG, and more. Plus, get a sneak peek into what’s coming.
360 Exchange: Implementing hardware and software asset management
<p>Through real-world examples and practical demonstrations, discover how to successfully implement and roll out strategies for HAM and SAM. Learn practical experience derived from numerous implementations over the years. 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.</p>
Circle K Fuels Success with One Platform for FM
<p>Store experience is table stakes in convenience retail. But how can you not just meet expectations, but exceed them? In this session, hear about Circle K’s one platform approach to standardizing critical IT & Facilities Management processes across 1000s of stores to help deliver great customer service. Discover how disparate business units were able to consolidate and automate procedures through their ServiceNow instance, eliminating duplication of users, data, and licenses and gain insight into the smart use of Machine Learning and AI.</p>
Now on Now: How AI Search transformed user experience and increased self-service through case avoidance
<p>This presentation delves into the impact of AI-powered search on user experience, particularly in enhancing self-service and minimizing case escalation. Through real-world examples and data-driven insights, we explore how AI search algorithms have streamlined navigation, empowered users to find solutions independently, and significantly reduced the need for support cases. Join this session to uncover the transformative potential of AI in user service.</p>
Elevating GoDaddy's onboarding and security: A seamless transformation journey
<p>Discover how GoDaddy revolutionized its onboarding and access control processes, turning a manual, ticket-based system into a streamlined, automated operation. The integrated Alert Enterprise and ServiceNow® solution not only simplified the badge and building access but also enhanced security compliance and audit workflows. By integrating directly with existing Physical Security Systems and utilizing the Workplace Access and Security app, GoDaddy reduced manual workloads, improved operational efficiency, and delivered a seamless user experience. Join this session to explore this digital transformation.</p>
Demo: Fast-track dispute resolution with ServiceNow and Visa
<p>Managing card disputes in financial services is often complicated, time consuming, and costly. Join this demo to learn about <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;"><span style="">ServiceNow®</span></span></span></span> and Visa's new solution for faster, cost-effective dispute resolution. ServiceNow Disputes Management, Built with Visa, features decision-making automation, Gen AI, pre-configured integrations with Visa guidelines, and embedded rules and SLA requirements so your financial institution can deliver frictionless cardholder service, reduced contact center volumes, seamless compliance, and much more.</p>
Transforming Workflow Automation with ServiceNow's latest innovations
<p>Embark on an enriching exploration of the cutting-edge world of Workflow Automation on the Now Platform®. Join this session to learn about the glittering diamonds and hidden gems within recent and upcoming releases, enhancing the ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> workflow experience. From refined UX and intuitive visual process design to thrilling AI innovations, this session serves as your exclusive pass to seamlessly transforming workflows into an agile powerhouse of efficiency and excellence.</p>
Future of source code, scripting, and development frameworks on the Now Platform
Want to learn how to modularize your code base in organized reusable blocks, import third party JavaScript utility libraries like Lodash to simplify scripting, and glimpse into the future of source code and scripting? Join us for a deep dive on Modular JavaScript with import/export syntax and loading third party libraries from Node Package Manager into ECMAScript Modules for use across your applications! We'll also discuss what's coming to enable you to author applications in TypeScript and JavaScript like you would in node.js applications with an overview of upcoming platform features.
ServiceNow Vault exclusive access: Elevate your security game
Step into the realm of elite security with ServiceNow® Vault – a session designed for those who seek more than basic compliance. Discover high-impact use cases across all ServiceNow Workflows and compelling customer stories that demonstrate how Vault not only meets but exceeds security needs. Engage with the top customer concerns as addressed by the Office of the CISO, and get a privileged preview into our product roadmap. This is a chance to not just learn but lead in the security space – a must-attend for anyone ready to elevate their security game in order to unblock new Workflows.
Am I doing it right? Security in YOUR instance
<p>Come learn about several core security best practices and common use cases. The session covers how to solve various security challenges using out of the box tools embedded into the <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;"><span style="">Now Platform®</span></span></span></span>. Leave feeling more confident about the tools available to you and what types of use cases they can be used for.</p>
Product roadmap: Cloud-enabled digital transformation
<p>Supercharge your cloud-first strategy with ServiceNow’s unified cloud solutions that enable you to remove operational roadblocks and accelerate the move to the cloud with automation, compliance standards, and complete cloud cost transparency. Join Cloud Solutions Product Management for a roadmap session to learn about all of the exciting capabilities that will help you plan, scale, and operate in the cloud.</p>
Roundtable: Peer discussion to learn how to get more from ITOM Visibility
<p>Please join this interactive roundtable discussion where you and your peers will be able to discuss and share best practices and goals related to ITOM Visibility. Topics can include Discovery (both agent and agentless), machine learning Service Mapping, TLS Certificate Management, Firewall Audits and Reporting, Service Graph Connectors, Agent Client Collector, and much more. Be ready to share what you've done and learn from other IT experts on value they've created with ITOM Visibility.</p>
Now Assist-powered self service
ServiceNow® has super charged self service experiences with generative AI capabilities. Learn how to leverage Now Assist in any channel such as portals, mobile or collaboration tools (e.g. Microsoft Teams) to meet requestors where they are. Understand ServiceNow's vision for self service and how this is transforming traditional experiences such as search and Virtual Agent. Learn how to take advantage of Now Assist to quickly deploy generative AI experiences across catalog, knowledge, and any custom workflow serving requestors.
Press continue for excellence: How developers elevate Gen AI-generated flows
<p>Keep the game going and press "Continue for Excellence" in the world of Flow Designer! While Gen AI gets the adventure started, it's the human touch that takes your flows to the next level. Join this session to explore how human developers can add their unique magic to Gen AI-created workflows. Learn strategies and best practices to customize, optimize, and perfect these flows, ensuring they perfectly match an organization's unique needs. Unleash creativity and master the art of blending human ingenuity with the magic of AI automation!</p>
Designing Apps: A practical guide to thinking like a developer
<p>This lab focuses on guiding you through the practical aspects of designing and building Applications within the ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> platform while employing leading practices. Engage in interactive exercises to develop an in-depth understanding of the App creation process, from conceptualization to implementation, using hands-on experience and real-world scenarios. Walk away from this session armed with the knowledge and tools you need to build robust applications.</p>
Accelerating development with GenerativeAI tools
<p>Unlock your developer potential in ServiceNow using Now Assist for Creator! This session is designed for developers, process owners, and architects eager to understand how to revolutionize their workflow with AI. Experience firsthand how Now Assist for Creator elevates application development, crafting automated, user-centric solutions. Get hands-on with the latest Now Assist for Creator tools to increase development velocity and speed time to value. </p>
Now on Now: Find out how CSDM underpins how we work at ServiceNow
<p>By leveraging the Common Services Data Model (CSDM), the <span style="font-size: 11.0pt;"><span style="">ServiceNow® </span></span> Digital Transformation team can seamlessly address incidents and develop new functionalities without reconsidering our enterprise data model. This approach allows us to work smarter and faster through Generative AI. The CSDM framework offers prescriptive guidance for building out our CMDB, facilitating the integration of applications across domains. Join this session to discover how ServiceNow relies on the foundational CSDM daily to enhance productivity with peace of mind.</p>
Now on Now: Implement Predictive Intelligence to route incidents and cases to the right groups
<p>The Predictive Intelligence classification framework enables you to utilize machine-learning algorithms to establish categorical field values during record creation. Explore the out-of-the-box classification solutions available to predict the correct Service or relevant assignment group based on the incident description. This functionality will allow the system to automatically assign and route your incidents or cases to appropriate fulfiller groups.</p>
Solving procurement’s agility challenge
<p>Too many procurement organizations today are operating in an exceedingly reactive mode. Business partners and employees are frustrated by slow turnaround times, lack of transparency, manual processes. Procurement functions must invest in becoming more agile to keep up with increasing business demands and proactively meet the needs of employees and suppliers alike. Learn how Source-to-Pay Operations can help you enable collaboration between functions, automate and streamline processes from sourcing through accounts payable, reduce end-to-end cycle time, and support a simplified user experience.</p>
Generative AI for ITSM: SNUG program
<p>Join a discussion about how Generative AI can supercharge your IT processes, automate complex tasks, and align technology with your business goals.</p>
Global Business Services Roundtable Discussion: Optimize on a single platform
Discuss best practices and experiences with peers leveraging ServiceNow® to connect people, process and technology at scale to optimize Shared Services and Global Business Services. Share ideas on how to better manage and improve services through a single pane of glass, drive automation across value streams such as Source-to-Pay, Hire-to-Retire and Lead-to-Cash and provide a single digital experiences for all users, be they employees, suppliers or customers.
Now on Now: Bringing AI & GenAI to every corner of ServiceNow using the Now Platform
<p>AI and GenAI is everywhere...but how many companies use it across their entire enterprise? ServiceNow® does! In this session, see how we rapidly deploy our own AI solutions and experiences to help developers, employees, customers, partners, and sellers work faster and more efficiently. We'll dig into 20+ GenAI use cases we put into production at <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;"><span style="">ServiceNow</span></span></span></span> in 6 months (all powered by Now Assist). See how we're creating consumer-grade user experiences for every employee using our own AI Search and Virtual Agent products internally, along with the business impact we've seen so far.</p>
Now on Now: How to ensure security, privacy, and compliance using Gen AI
<p>Attend this demo to learn best security, privacy, and compliance practices as intelligence permeates day-to-day activities. </p>
Revolutionize The Ordering Experience with GenAI-Powered Conversational Catalogs
Want to take your ordering experience to the next level? Look no further than GenAI-powered conversational catalogs! Join us in this session to learn how to enable dynamic and engaging catalog-based conversations with your virtual agent. In addition, we'll show you how to use multi-turn ordering to create a seamless and personalized experience for your customers. Don't miss out on the opportunity to transform your ordering process and increase customer satisfaction!
ServiceNow Veterans Connected in Tech Meetup
<p>Get ready for a 30-minute power session with our new Veterans' Connected in Tech Group, led by other veterans at ServiceNow. You'll have an opportunity to network, learn, and share your experiences with other veterans in the ServiceNow Community.</p>
360 Exchange:Maximizing Gen AI Power Virtual Agent, Employee Center & Now Assist
Are you ready to take your ServiceNow experience to the next level? Join us to dive deep into the advanced capabilities of Virtual Agent, Employee Center, and Now Assist (powered by Gen AI). Whether you’re an IT professional, business leader, or developer, this session is your roadmap to implementation success. 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.
GEN AI Demystified: Your Grandma's Guide to Understanding the Tech Wizardry
Delve into the fundamental principles of AI and its relevance in various industries, providing a comprehensive overview for non-technical professionals seeking to understand its potential.
I'm a Gen A.I. In A Bottle" - How to unlock Gen AI for your platform
<p>How to unlock Gen AI for your platform. Other ways to leverage Gen AI outside of just "VA Chat" and Now Assist. Give the developer the option to use Gen AI features throughout the platform.</p>
ITOM Roadmap - Using AI to empower digital transformation and time to value
Learn how ServiceNow® current capabilities and roadmap vision help IT teams break down challenges to achieve incredible results. ITOM experts will cover topics including GenAI with Now Assist for ITOM, AIOps, ML-based service mapping, automated cloud and hybrid discovery, and new capabilities to accelerate cloud adoption!
Simplify supplier engagement for faster invoice processing and better cash flow
Learn how to can extend digital workflows beyond the walls of an enterprise to speed accounts payable processes. From invoice receipt and ingestion through matching and exception management, understand how ServiceNow® can help ensure vendors are paid accurately and on time. This session will include a deep-dive into Supplier Lifecycle Operations and Accounts Payable Operations. Learn how bringing everyone together on one platform – even external business partners – can improve accounts payable experience and outcomes.
Speed supplier onboarding and increase collaboration
<p>Orchestrate a simple, complete, and compliant vendor onboarding process with ServiceNow®. Hear how to integrate the needs of various teams, from sourcing and procurement to legal and finance, into a single process flow that shortens vendor onboarding cycles so your company can move quickly and confidently. Learn how to improve ongoing collaboration with suppliers to quickly resolve exceptions, maintain certifications, and review performance.</p>
Simplify supplier onboarding
<p>See how you can orchestrate new supplier onboarding faster and easier than ever before. Integrate the needs of various teams, from sourcing and procurement to legal and finance, into a single process flow that shortens vendor onboarding cycles so your company can move quickly and confidently.</p>
Simplify supplier onboarding
<p>See how you can orchestrate new supplier onboarding faster and easier than ever before. Integrate the needs of various teams, from sourcing and procurement to legal and finance, into a single process flow that shortens vendor onboarding cycles so your company can move quickly and confidently.</p>
Grow Your ServiceNow Team with NextGen Talent
<p>Looking to grow your ServiceNow team? Join us to learn how hiring job-ready talent from RiseUp with ServiceNow's NextGen program can accelerate your ServiceNow platform success. Hiring managers and career pivoters will share their stories. You'll see how adding NextGen professionals into your talent planning will strengthen your team.</p>
Product roadmap HR Solutions: Driving productivity from hire to retire
<p>Optimize your team's productivity from their recruitment through the alumni experience! Join us for an exclusive, interactive session with the ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> product team, as we unveil our cutting-edge roadmap for revolutionizing HR. Get the latest insights into our innovations, and discover how they can empower your teams to work smarter, faster, and more efficiently from their first interaction- and get a little help from GenAI powered by NowAssist.</p>
Enable all deskless workers to self-serve with Employee Center Pro
In today’s global workforce, 80% of the global workers don’t sit behind a desk or use a computer to perform their job. Learn how upcoming Employee Center Pro capabilities can be used to improve deskless work productivity and drive operational efficiencies for the organization. (REPEATED SESSION)
Itaú Unibanco Bank's journey from Jira to Strategic Planning Workspace
Find out how Itaú Unibanco Bank (the largest private bank in Latin America), migrated from JIRA Plans to Strategic Planning Workspace (SPW) in the Tribes, obtained gains of performance for teams by planning and building roadmaps to help prioritize and manage their backlog on a timeline. With an Net Promoter Score (NPS) of 4.3 (scale up to 5), the SPW exceeded the expectations of Jira Plans and has been winning the hearts of the portfolio managers in Itaú's technology area.
Reinvent your work, workforce and workers in the age of generative AI
<p>Generative AI appeared fast and is evolving even faster. It will radically change how work is done and reinvent and transform business processes. Achieving Gen AI’s full potential hinges not just on a strong data foundation, but also on leaders’ willingness to lead and learn differently. New talent strategies, new ways of working, skilling and continuous learning are needed to navigate the risks and seize this opportunity. Join this Think Big session to explore how gen AI is changing the game and how to prepare workers, reshape your workforce and reinvent work for the gen AI era.</p>
Logistics, made logical – DLA’s Digital Business Transformation
<p>Governments are quickly accelerating IT modernization with the use of digital platforms. Learn how the Defense Logistics Agency (DLA), one of the world’s largest supply chains is modernizing legacy systems by incorporating technological advancements to meet evolving user needs. You will hear from DLA’s CIO Adarryl Roberts and Accenture’s Business Lead David Kanter who will be sharing commercial transformation insights. </p>
Now Assist @ Knowledge: Discover how we built the GenAI experience for K24
<p>Join this session to learn how a small team of ServiceNow solution architects and developers was able to quickly build a generative AI-powered experience to answer questions about the Knowledge conference. Platform components used to build the experience include Now Assist, Now LLM, AI Search, Service Portal, and Workflow Studio.</p>
