Knowledge 2024
1056 sessions
Unlock new standards with Customer Case Management and BPM
<p>Join this session to learn the power of case management and business process management working together to deliver great experiences.</p>
Manufacturing Keynote: Driving industry innovation with AI and beyond
<p>From managing commercial operations to engaging your frontline workers or delivering on the promise of the digital factory – manufacturers are hungry to stop talking about innovation and actually deliver. Get a peek into the key investments ServiceNow<span style="font-size: 11.0pt;">®</span> is making in manufacturing solutions and building GenAI capabilities specifically tailored for your needs. Hear from leading manufacturers on why they chose ServiceNow as their digital transformation partner of choice to deliver on the promise of Industry 4.0.</p>
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.
Ship reliable code faster with the Automated Testing Framework (ATF)
Discover the hidden powers of automated testing with ATF, including the out of the box Quick Start Tests, easy test generation with ATF Test Generator & Cloud Runner as we empower you to accelerate your code releases. Delve into the newest features like performance profiling and configurable workspace form testing, transforming ATF into a powerful ally.
Simplify your asset lifecycles when you unify OT and EAM with ServiceNow
<p>For industrial production to work properly, there needs to be a near perfect harmony of thousands of assets. Which is near impossible with manual processes. In this session, discover how you can use ServiceNow to simplify to your entire asset lifecycle by unifying operational technology management (OTM) and enterprise asset management (EAM). Gain complete visibility at scale, maximize your return on enterprise assets, and minimize downtime.</p>
No two customer problems are alike, but that’s no problem
<p>Businesses and customers report a varied array of issues and problems. Resolving them is highly dependent on customer-specific nuances, including which products they own and their contractual agreements. At AT&T, customer resolutions were getting delayed due to the number of different systems, resolver teams and required reviews. Join this session to find out how AT&T used ServiceNow<span style="font-size: 11.0pt;"><span style="">®</span></span> Case Management system to smooth the path to resolutions. By bringing the disparate data from all the systems together, the team transformed the orchestration, automation and tracking of the customer issues and inquiries.</p>
Better together: Schaeffler’s hyperautomation with ServiceNow, ERP and AI
<p>Schaeffler, a leading motion technology company with 80,000 employees, began a digitalization journey of its Global Business Services (GBS) organization in 2018, leveraging ServiceNow<span style="font-size: 11.0pt;"><span style="">®</span></span> to streamline workflows, optimize user experience, and automate processes. With the help of Deloitte, Schaeffler is driving hyper-automation through cross-platform integrations and the use of AI, reducing manual service delivery efforts by up to 70%. Join this session to learn how integrating ServiceNow with an ERP ecosystem and AI can unlock system synergies for smart, modern enterprise processes for an organization.</p>
ServiceNow AI workflows: Tame regulatory and operational complexity for better AI governance and responsible AI
The rise of Generative AI puts enterprises under enormous pressure to comply with regulatory and operational requirements, drive risk down but at the same time leverage the power of Generative AI and optimize time to value. Hear from ServiceNow how AI workflows and the suite of AI governance products can help you de-risk AI, drive governance, automate approval flows and drive visibility into AI assets.
Responsible AI: How we develop and govern Now Assist and preserve customer trust
Interested in enabling Now Assist in your organization? Concerned about Generative AI issues with privacy, biases, and hallucinations? Join this session to learn how ServiceNow® puts AI to work for people, responsibly. Adoption of Gen AI requires trust, and responsibility is the foundation of trust. In this session, learn how ServiceNow can minimize risk for customers by embracing the principles of Responsible AI development - human-centricity, diversity, transparency, and accountability – and addressing key customer data security, residency, and privacy requirements throughout the AI SDLC.
Building responsible GenAI strategies for HR
<p>Generative AI promises to change the way that employees interact with HR and business technology creating significant costs savings for HR organizations. But HR leaders must now determine how to embrace this new technology while managing data privacy, compliance, and risk reduction. In this session, explore the types of improvements that can be expected in employee experience and employee self-service, as well as HR operational efficiency. The session will also examine the key ethical and risk considerations that HR leaders must take into account when evaluating and implementing GenAI capabilities.</p>
Using Generative AI to transform the employee experience
<p>Enhancing employee experience and operational efficiency is crucial amidst daily tasks. Discover how Now Assist employs generative AI to foster employee self-sufficiency, equips HR agents with tools for quick response and resolution of employee cases, and provides seamless administrative capabilities for an efficient setup experience. (REPEATED SESSION)</p>
Using Generative AI to transform the employee experience
<p>Enhancing employee experience and operational efficiency is crucial amidst daily tasks. Discover how Now Assist employs generative AI to foster employee self-sufficiency, equips HR agents with tools for quick response and resolution of employee cases, and provides seamless administrative capabilities for an efficient setup experience.</p>
Using Generative AI to transform the employee experience
<p>Enhancing employee experience and operational efficiency is crucial amidst your daily tasks. Discover how Now Assist employs generative AI to foster employee self-sufficiency, equips HR agents with tools for quick response and resolution of employee cases, and provides seamless administrative capabilities for an efficient setup experience. (SESSION REPEATED)</p>
Easily create end-to-end digital workflows with Workflow Automation
Business is moving faster than ever before. Organizations need to empower employees with the tools to produce high quality work at speed. In place of manual and time-consuming scripting, workflow automation from ServiceNow® supports seamless integrations, faster performance, and time-saving reusability. Join this session to learn how the new Workflow Studio vastly simplifies automation experiences and increases productivity with a single, intuitive interface for end-to-end workflow automation so you can build, monitor, and optimize workflows with no-code.
Workflow Studio for end to end process development
Welcome to a day in the life as a process owner. In this session, we're diving into the powerful capabilities of Workflow Studio, illustrating how it can transform cross-enterprise workflows through automation. Prepare to explore how to create flows, subflows, and a decision table, all brought together in a comprehensive playbook. In addition, we'll uncover the exciting possibilities that Generative AI introduces to automation authoring. Are you ready?
Identify high risk assets with Security Posture Control
Data needed by teams is often spread between multiple tools, making it difficult and time-consuming to figure out which assets are at the highest risk of being exploited by attackers. In this lab, Security Posture Control will be used to unify data from multiple security tools and provide complete visibility into asset hygiene. We will then use the policy engine and custom visualizations to show how cybersecurity teams can master their security hygiene, secure their highest risk assets, and harden their entire attack surface.
360 Exchange: Enhance cyber resilience and seamlessly implement Security Ops
Experienced presenters offer deep insights into ServiceNow’s Security Operations, covering incident response, threat intelligence, vulnerability management, and more. Learn best practices through practical demos and real-world examples for seamless implementation within your organization. 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.
Exploring ServiceNow's Now Assist Skills
<p>Discover the future of enterprise workflow automation with Now Assist. In this dynamic presentation, learn how Now Assist is poised to revolutionize the ServiceNow experience. Join this session to explore how Now Assist's advanced automation capabilities can streamline and supercharge enterprise workflows, helping users achieve new levels of efficiency, accuracy, and productivity. Don't miss this opportunity to witness the transformative potential of Now Assist!</p>
Next Experience Roadmap and Fireside Chat with University of California at San Diego
<p>Join us to hear what's now and next in the Next Experience roadmap. Amanda Joslin will sit down with Paul Yellen from UC San Diego to hear about their success of moving from Angular to Next Experience.</p>
Now Assist for platform: Supercharge conversations with GenAI
Embark on a transformative journey in conversational experiences with integration of LLM-powered search and conversations within Virtual Agent . Now Assist in AI Search swiftly retrieves actionable Q&A Genius Results from your existing knowledge articles within portal and Virtual Agent. Meanwhile, Now Assist in Virtual Agent uses GenAI to turbocharge deflection rates by simplifying the setup of topic discovery, conversational catalog submission. Explore how this dynamic duo reshapes the conversational landscape, delivering instant, precise responses to user inquiries within Now Platform.
Real-time visibility and hyper Automation with Apache Kafka at Dish Wireless
Using ServiceNow®'s Stream Connect for Apache Kafka, Dish Wireless is able to connect its state-of-the-art 5G Wireless Network to ServiceNow to drive its event management strategy, enable closed-loop automation capabilities, and provide an additional source for real-time changes that impact the integrity of our CMDB deployment. Combining the power of Apache Kafka and ServiceNow, the company was able to reduce MTTR by up to 95%, save 1000's of hours of manual effort, and improve network reliability. By eliminating manual fault management, Dish Wireless is focused on managing the performance of our 5G Network.
Strategic Portfolio Management and Application Portfolio Management Roadmap
Strategic Portfolio Management (SPM) enables customers to continuously align work across teams to various levels of strategy ensuring goals and outcomes are delivered with confidence. Application Portfolio Management (APM) enables users to accelerate decision making to reduce risk and lower costs. Join this SPM and APM product roadmap session to learn about the product vision and get a finger on the pulse of how to transform business.
See Now Assist in action: GenAI for self-service and productivity
<p>Join us in this demo, highlighting how Generative-AI powered Now Assist transforms work for customers, employees, and agents. See how Self-service is driven by intelligent Virtual Agent, embedded Portal capabilities, and improved AI search - all designed for greater case deflection and increased customer satisfaction. Learn how to accelerate agent productivity with reduced manual work, automatic content generation, and AI-powered case insights and work notes. Come see what the Now Assist buzz is about!</p>
NTT DOCOMO's world's first zero touch provisioning and operation for O-RAN/vRAN
<p>NTT DOCOMO, Japan’s largest mobile network carrier, has become an early adopter of Open RAN, the next focus of the telecom industry. DOCOMO successfully launched the first 5G service based on wide-scaled Open RAN in the world. DOCOMO also launched the 5G Open RAN service using virtualization technology in Japan and is going to offer it globally. In this service, SMO, ServiceNow’s TSM and TSOM collaborated to realize Zero Touch Provisioning/Operation, achieving TCO reductions of 60% for provisioning and 70% for operations. In this session, DOCOMO’s automation will be introduced with the real system.</p>
Now Assist administration for ServiceNow and building custom GAI workflows
In this hands on lab, learn the basics in how to administer Now Assist generative AI experiences. Discover how to set up and configure Now Assist skills for specific users, use cases, and workflows. Admins will understand how to enable or disable specific LLMs, and how to understand usage analytics of Now Assist skills. For admins looking to extend Now Assist to build custom skills and connect the ServiceNow® instance to third party LLMs (such as Azure OpenAI, OpenAI, Google, etc), this lab will walk through how to connect and configure these skills within the Now Assist admin console.
Product roadmap: ServiceNow Risk Products
<p>Get a strategy and roadmap overview for ServiceNow® risk products: Integrated Risk Management (IRM), Business Continuity Management (BCM), Third-party Risk Management (TPRM), and Privacy Management. The strategy and roadmap will cover what has just been delivered, what is being planned in the next release, and how those releases moves toward a longer-term vision and strategy.</p>
Gen AI's global workforce impact: Exclusive future skills data - Full analysis and discussion of the 2024 report findings
<p>After the resounding success of the 2023 publication, ServiceNow® partners with Pearson for an exclusive future of IT workforce demand report. This year’s report explores how Gen AI and other role augmentation technologies will affect and automate jobs and tasks over the next five years, across multiple global markets and industries. Join experts in a roundtable workshop to identify crucial IT jobs and skill sets for your organization's 2030 planning. Gain insights to stay ahead in the era of Generative AI.</p>
AI's impact on Future Workforce Skills: Global Markets & Industries view, a 5 yr forecast
<p><span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> partners with Pearson to produce an exclusive future of the IT workforce demand report. This year’s report pinpoints how Gen AI and other role augmentation technologies will affect and automate jobs and tasks over the next 5 years, across multiple global markets and industries. Come and hear from experts to drill in to ‘just what are the IT jobs and skill sets that your organization needs to plan for, between now and 2030?’ This session arms you with the data and direction you need to get ahead of the demand for future skills, through the era of Generative AI.</p>
AI's impact on Future Workforce Skills: Global Job Roles view, a 5yr forecast
<p><span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> partners with Pearson to produce an exclusive future of the IT workforce demand report. This year’s report pinpoints how Gen AI and other role augmentation technologies will affect and automate jobs and tasks over the next 5 years, across multiple global markets and industries. Come and hear from the experts as they drill in to ‘just what are the IT jobs and skill sets that your organization needs to plan for, between now and 2030?’ This session arms you with the data and direction you need to get ahead of the demand for future skills, through the era of Generative AI.</p>
How London Stock Exchange Group realizes value faster with ServiceNow Impact
Join this session to learn how the London Stock Exchange Group accelerates time to value on the Now Platform® with ServiceNow® Impact—by combining expert coaching, personalized insights and recommendations, technical support, and curated content for a range of ServiceNow products and workflows—all delivered in a personalized digital experience.
Get your hands on operational technology visibility
Learn how to use Operational Technology Manager to get a handle on OT device inventory and add the production process context using Industrial Process Manager. Find out why everyone is so excited about the latest features including: - How to import OT devices from Microsoft Excel using the POWER tool. - How to create equipment model entity hierarchy. - How to assign the OT devices to Equipment Model entities using AMAZING feature. - Convert IT devices to OT devices automatically using BURRITO.
How Servicenow's Operational Technology solution optimizes operational uptime
<p>Uptime – keeping factories, power plants, and ports running without disruption – is a key measure of success for industrial leaders. A major challenge to achieving this goal is the lack of visibility into connected Operational Technology (OT) assets. In this session, learn 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> OT management solutions help to gain a comprehensive understanding of OT estate, secure these assets, and manage workflows to optimize operational uptime.</p>
The future's smart factory: Operational Technology & Connected Workforce solutions
<p>The cornerstone of the smart factory is a digitally empowered workforce. In this session, discover how <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> Operational Technology management and Connected Worker solutions empower shop floor workers at industrial companies to proactively solve problems and ensure factory uptime.</p>
Leveraging Service Operations – Enabling Fannie Mae’s Digital Transformation
<p>Learn the vision for Service Operations by unifying ITSM, ITOM and other capabilities on the unified Now Platform®. This session will discuss how ServiceNow® helps enable DT with automation and innovation to deliver improved experiences, resiliency and productivity. Fannie Mae's VP of Technology, will provide his experience of key capabilities include cloud transformation, process re-engineering/automation, strengthening cybersecurity and more. Topics include how CMDB, ITSM, ITOM, and App Engine solved IT and business challenges today and planned growth for tomorrow of its DT program.</p>
Sustainable IT demo
<p>IT emissions and waste represent a major hurdle to digital service expansion as more organizations commit to reduce GHG emissions. Come 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> can combine IT insights and ESG management simplicity to help you understand and control your sustainability footprint.</p>
Product roadmap: ServiceNow ESG Management
Get a strategy and roadmap overview for ServiceNow® ESG Management product and its solutions, such as: Net-Zero, Sustainable IT, Non-Financial Disclosures, Sustainable Value Chain, among others. The strategy and roadmap will cover what has just been delivered, what is being planned in the next release, and how those releases moves toward a longer-term vision and strategy.
Managing Scope 3 and responsible procurement
<p>The biggest climate impact may be the value chain. Attend this demo to 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> adds ESG visibility and compliance to supplier and risk management processes to simplify assessment, monitoring, compliance, and disclosures.</p>
Automation makes it easy at Amazon with ServiceNow IRM
Amazon is making compliance easy and reducing the cost for the assessor and service owners through automation with ServiceNow® Integrated Risk Management. Join this demo to learn some of the capabilities the company has for automation of artifact evidence collection, integration with other internal tools for centralized issue remediation, automation of evaluation of security controls and third-party security assessments.
Now Assist for ITOM - Plus what’s new for ITOM Visibility and AIOps
<p>Using private, secure and purpose-built LLM by ServiceNow®, Now Assist for ITOM enables both agents and engineers to quickly understand complicated or lengthy alerts so they can stay focused on issue resolution. That’s big news! But the really big news is, this is just the first in a set of innovations and enhancements coming for ITOM customers this year. Join this demo-driven session to learn about how new innovations for ITOM help customers get up to speed quickly so they can realize data driven value, both with and without a fully configured CMDB.</p>
Now Assist for IT Operations Management
Using private, secure and purpose-built LLM by ServiceNow®, Now Assist for ITOM enables both agents and engineers to quickly understand complicated or lengthy alerts so they can stay focused on issue resolution. That’s big news! But the really big news is, this is just the first in a set of innovations and enhancements coming for ITOM customers this year. Join this demo-driven session to learn about how new innovations for ITOM help customers get up to speed quickly so they can realize data driven value, both with and without a fully configured CMDB.
Insurance Spotlight with ProAssurance: Innovating to become the carrier of choice
With a focus on being the carrier of choice, insurance organizations need core workflows and transformative technology that synthesize all work and data to deliver convenient experiences. Join us for this Insurance Spotlight that will allow CIOs, IT leaders, and executives to learn how ServiceNow helps drive digital transformation for carriers across the globe. Hear from ProAssurance on how they are applying Financial Services Operations to offer differentiated digital experiences and orchestrated underwriting, claims, and support that will empower efficiencies, automation, and integrated AI.
Sales and Order Management in action: Sell, fulfill and service on one platform
<p>Learn how Sales and Order Management (SOM) provides organizations with a composable solution, helping them bridge siloes across lead-to-cash to reduce costs and accelerate and grow revenue. See how agents can manage the opportunity lifecycle, configure and price quotes, easily create orders, and allow fulfillment agents to manage complex orders. Learn how service agents can track and verify contracts and entitlements, delivering outstanding post-sales service. Experience how service agents can unify the customer journey from opportunity to renewal.</p>
Getting started with Sales and Order Management
<p>Organizations need to optimize their lead-to-cash lifecycle, including pre-sales opportunities, sales quote generation, order capture, order fulfillment, and post-sales engagement. With <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> Sales and Order Management organizations can launch products faster, accelerate and boost revenue, and deliver a unified customer journey. Join ServiceNow experts in an interactive session including hands-on exercises to learn about all the new Sales and Order Management capabilities!</p>
Git outta here! Loading instance tables with contributions directly from GitHub
Our app can tell you where the International Space Station while it runs a GenAI query for you. Over the past two years, the ServiceNow Hacktoberfest group of hundreds of developers from around the world have built a ServiceNow app that controls a chatbot with over 60 distinct functions. Almost all of these functions were contributed directly from GitHub without granting access to the instance. Come hang out with me as I show off the awesome open-sourced functions we've built and how I set up the integration from not only ServiceNow to GitHub, but GitHub to ServiceNow.
CreatorCon Hackathon - All are welcome!
<p>In-person registration opens 2 hours prior to start and is required! The sky's the limit at the CreatorCon Hackathon. Teams of all types go head-to-head in this one-night quest for fun, prizes, and glory. This is an excellent opportunity to build apps that solve real business problems. Any background and skills are welcome! You + the ServiceNow<span style="font-size: 11.0pt;"><span style="">® </span></span> Platform = unlimited brilliance!</p>
CreatorCon Hackathon team formation
<p>The CreatorCon Hackathon is back! Any background and skills are welcome. Not just developers can participate! A well-rounded team is often the key to success. During this time, we will help participants create teams (with up to five team members each). Be sure to add the CreatorCon Hackathon session, too!</p>
CreatorCon Hackathon winners revealed!
Who in their right minds spends eight hours on the first day of a busy conference to hack solutions to hypothetical problems? Your Hackathon teams and winners, that's who! During this session we will reveal and award the winners of the 2024 CreatorCon Hackathon!
Roundtable: Fostering a Cloud-Ready Organization that Scales
How do you preserve the speed of moving to the cloud without sacrificing governance and accountability? How do you make it easier for developers and business units to readily access cloud resources without slowing down innovation? Join fellow customers and ServiceNow product management team members for an informal roundtable discussions around discovering your cloud estate; managing and scaling cloud processes, and governing your cloud spend with practical cost controls.
How KeyBank improved security posture with ServiceNow’s SecOps & App Engine
Do you have requirements looking for proof on your security policies? Is the ServiceNow® platform driving your digital transformation journey? Learn how ServiceNow Configuration Compliance helped KeyBank automate process flows by using the power of the platform to address compliance requirements. Using Configuration Compliance, KeyBank reduced risks by facilitating the visibility of misconfigurations in their technology landscape. In addition to improving accountability in remediating findings, KeyBank successfully extended the ServiceNow product with a custom Security application.
What more can my CMDB do now and what’s on the horizon?
You already know your CMDB supports the workflows that traverse your people, their functions, data, and systems. In this session, you will have the opportunity learn about additional automation and simplification available to you now. Additionally, you will get a sneak peek from our experts on what’s coming soon: Next Gen CMDB View, List, Explore experience CMDB Advisor – guided setup and KPI for CMDB to achieve different business outcome API Management Workspace, a single workspace to view and manage your API inventory, underpinned by a ServiceGraph Connector for API.
