Knowledge 2024
1056 sessions
Everything you wanted to know but were too afraid to ask about GenAI
<p>Join this Think Big fireside chat with the <span style="font-size: 11.0pt;">ServiceNow® </span>Head of Global Innovation and <span style="font-size: 11.0pt;">ServiceNow </span>Vice President of Product Platform, AI, as they share everything you need to know about GenAI. The session will review where GenAI is now, where it is going, and how it will help your work. We’ll discuss these topics within the larger lens of what steps you should be taking to thrive in the intelligence revolution. </p>
How to lead the intelligence revolution as an AI-first business
<p>Most companies are reacting to AI by plugging it into their existing infrastructure to automate processes. This may lead to faster, more efficient operations in the short term, but long-term success requires companies do more by becoming AI-first businesses. Instead of just responding, these companies fully embrace AI to challenge our fundamental business assumptions, disrupt markets, and transform how we live and work. Join this Think Big session to learn the steps to becoming an AI-first business and why you should be urgently taking action now to be at the forefront of the intelligence revolution. </p>
Product Roadmap: ITSM and what's planned for the future
Want to see what’s new with ITSM and how ServiceNow® helps transform Service Operations (ITSM + ITOM)? Many users want to understand the ITSM roadmap to better plan for upgrades. Join this session to learn the product vision and discuss key new capabilities. Learn how ServiceNow is infusing AI and automation into products and what's going to be new in 2024 and 2025.
How Itaú improved business incident prioritization with ML in ITSM
Incident prioritization is challenging, and Banco Itaú takes it very seriously. Prioritizing incidents helps direct resources to critical incidents while minimizing negative impacts. Itaú reduced business incident triage time by 50% by automating the prioritization process with the following tools: CMDB data, user questions via incident forms, and machine learning. The result: 31% faster incident resolutions and MTTR.
Ask the analyst how 1,000+ platform owners & executives are adopting GenAI
<p>Hot off the press: Our 2024 ServiceNow® Insight & Vision Report is here! NTT DATA teams up with the Principal Analyst, sifting through insights from 1,000+ global platform owners and executives. Dive in to see how every industry is embracing GenAI and beyond. Real data, real answers – we've got the scoop on how businesses are ramping up their ServiceNow game.</p>
One chapter at a time: The story of Mayo Clinic’s HR transformation journey
Mayo Clinic's HR ServiceNow® story covers multiple chapters from go-live to upgrades and beyond. This session will include lessons learned along the way, including, efficiencies that have been gained, and how the company navigated change management and adaptation with an eye towards our future growth. Attend this session to hear the implementation and evolution of HR Service Delivery at Mayo Clinic.
EYs journey to a real one-stop-shop experience: ServiceNow on the next level
<p>Envision an organization where everyone is able to focus on their strengths empowered by a central hub for the things they need to get done. EY is making this a reality by piloting a 1st-stop-shop in Europe across 40k colleagues, scalable 10X to the entire organization. Join us on this transformation as we reveal insights on user experience, governance, service industrialization and of course leveraging ServiceNow.</p>
An open discussion on best practices in a Retail environment
<p>This session is appropriate for IT personnel in a retail environment that face challenges with system consolidation and standardization across retail stores. Hear from major retailers as they discuss how they’ve implemented a one platform approach across IT, Facilities Management, and other lines of business, eliminating duplication of users, data, and licenses and gain a clear picture of facilities management across stores.</p>
SustainableIT.org: The dollars and sense of IT sustainability
<p>Whether it’s the mounting pile of e-waste or the expanding energy price tag and emissions of AI, digital business has a growing environmental impact. IT leaders are in the spotlight as energy usage becomes a bigger tangible cost to organizations and a significant factor in regulatory and ESG disclosures. Extending asset lifecycles, shifting thoughtfully to the cloud, and measuring sustainability as a KPI are just three ways IT leadership can influence their impact on environmental and social performance. Join this Thin Big session to learn how you can build on the metrics and best practices of SustainableIT.org, a global non-profit started by CIOs focused on the important challenges of IT emissions, energy usage, and responsible asset disposition.</p>
Optimize space utilization and planning while modernizing workplace experiences
<p>Enterprise leaders are currently grappling with a significant transformation in the utilization of their workplaces, while striking a balance between an effective return-to-office strategy and hybrid work models. Join this session to explore the transformative potential of ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> Workplace Service Delivery. This innovative solution empowers real estate and workplace service teams with the tools and automation required to deliver a modern workplace. See how workplace analytics, space planning, case management and modern employee experiences help bring the smart workplace to a reality.</p>
How to leverage smart building sensors to optimize your workplace
<p>Don’t miss this exceptional panel session featuring customers of the ServiceNow® Workplace Service Delivery (WSD) solution as they discuss how to leverage data from smart building technologies to optimize the workplace and deliver better employee experiences. Gain real-world examples of how data can be used to automate workflows, optimize operations and inform for making strategic space and workplace management decisions.</p>
See Now Assist in Action: Gen-AI across our intelligent, connected Platform
<p>In this demo, learn how the intelligent, GenAI powered ServiceNow Platform, built on one data model and one architecture, helps deliver consistency, scalability, and automation for every business. You'll see how Now Assist and the Now LLM drives greater customer satisfaction with automated self-service, accelerates agent productivity with reduced manual work and AI-powered case insights, and makes developers and admins more efficient with AI-generated code suggestions and automated workflow generation.</p>
See Now Assist in action: GenAI for self-service and productivity
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!
Embedding Generative AI for Operational Transformation
<p>Generative AI is on every business leader’s mind, and it’s rapidly being embedded in business software. Join us to learn how, whether you’re exploring, implementing, or scaling GenAI, Deloitte’s OperateAI managed services platform and accelerators, integrated with NOW Assist, can help you confidently unlock lasting business value. Explore essential strategies for data preparation, organizational readiness, and training to empower teams with AI-driven insights and free up talent for higher value tasks. We’ll help you build the foundation to drive value with AI throughout your organization!</p>
AEMC - Crafting magic in Citizen Development governance
<p>Unlock the secrets of perfect governance in citizen development. Join us for an enchanting journey with AEMC, where empowerment meets control. Discover how AEMC's magic safeguards compliance and fosters innovation. Don't miss this opportunity to shape the future of your organization!</p>
An arsenal for ServiceNow identity fortification
<p>Join us to step into the realm of ServiceNow's Identity Management! - Uncover the art of efficient management, synchronization, and security for ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> identities. - Delve deep into the vital components—Access Analyzer, Identity Center, Global Identities, and SCIM and unlock the secrets of implementation best practices. - Leave empowered with invaluable insights to streamline administration, elevate development, and bolster security within the ServiceNow platform. - Learn the challenges we faced to manage identities within ServiceNow and how we overcome those using ServiceNow features.</p>
What can workplace leaders learn from Meow Wolf?
<p>As a portal to transformational experiences, Meow Wolf provides place and space to consider a universe where anything is possible. Preconceived assumptions are lifted and an invitation to explore and discover new aspects of the human condition and what interests people unfolds. Vince shares with us how the Meow Wolf experience illuminates the power of possibility. Individuals and organizations seeking new ideas, new innovations to solve intractable challenges can benefit from moments of engaging with an environment built of wonder.</p>
Journey to ServiceNow: Customer stories and insights
<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: 11.0pt;"><span style="">Join this session for an insightful fireside chat where customers will take the center stage to share their transformative journey with ServiceNow</span></span></span></span></span><span style="font-size: 11.0pt;"><span style="">®</span></span><span style="font-size: 10.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(33,33,33);"><span style="font-size: 11.0pt;"><span style="">. A</span></span></span></span></span><span style="font-size: 10.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(33,33,33);"><span style="font-size: 11.0pt;"><span style="">ttendees will hear first-hand accounts from organizations across various industries, highlighting how ServiceNow </span></span></span></span></span><span style="font-size: 10.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(33,33,33);"><span style="font-size: 11.0pt;"><span style="">has revolutionized operations, enhanced efficiency, and propelled innovation. Whether you're embarking on a digital transformation </span></span></span></span></span><span style="font-size: 10.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(33,33,33);"><span style="font-size: 11.0pt;"><span style="">journey or seeking to maximize the potential of Gen AI, this session is a gateway to actionable insights, strategic guidance, and unparalleled </span></span></span></span></span><span style="font-size: 10.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(33,33,33);"><span style="font-size: 11.0pt;"><span style="">networking opportunities.</span></span></span></span></span></p>
Overcoming challenges migrating asset management to ServiceNow FedRAMP instance
<p>This session will have a short formal introduction leading to an interactive panel discussion with the Tristate team. We will discuss some of the challenges we encountered in migrating Asset Management from Cherwell to a FedRAMP ServiceNow environment. These challenges include FedRAMP’s limitations using Plugins, Integration Hub, Store based apps and support tickets along with obstacles encountered while trying to maintain process design, ongoing migration and overall governance. We will also cover coordination with the CMDB/Data import teams to ensure data accuracy and completeness.</p>
360 Exchange: Fast track your deployment of Employee Center
Join us for a collaborative journey toward enhancing self-service and engaging employees in your organization. ServiceNow experts will guide the session, offering leading practices as peers share challenges, discuss scaling ideas, and exchange success stories to collectively achieve implementation goals. 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.
Improving Illumina's Facilities Management with Workplace Service Delivery
<p>Experience how Illumina improved Workplace delivery to better support a hybrid employee workforce by migrating from the legacy Facilities Service Management module to Workplace Service Delivery. Learn how Illumina optimized ticket routing using skills, built new integrations via Integration Hub, and simplified tasks to improve service delivery. Understand the challenges of migration and how Illumina easily integrated the ServiceNow® solution with another space management system.</p>
Unleashing Contact Center Innovation
Contact center migration to the cloud is accelerating as organizations seek the flexibility, scalability, and security of digital platforms like ServiceNow®. Through integration with Contact Center as a Service (CCaaS) providers, Customer Service Management (CSM) serves as a single system of action for engagement, automation, and orchestration to elevate customer and employee experience. Learn from product leaders about how CSM, in harmony with CCaaS partners, empowers organizations to reimagine contact center operations and drive customer loyalty.
NOW for Enterprise Architecture
In today's fast-paced digital world, companies are constantly adapting to new business requirements. Enterprise Architecture plays a key role in ensuring that business and technology strategies align and evolve effectively over time. Join this discussion on the evolving world of Enterprise Architecture and how the capabilities of the ServiceNow platform can help with strategic planning and decision-making.
Creating an incident prevention workflow with AIOps
Our customers are seeing 10-20 x growth of incidents generated by people and machines. It’s not humanly possible to manage the number of growing incidents. To combat these issues, ServiceNow AIOps offers an intelligent workflow with Service Operations and anomaly detection to transition incidents to the alerts-based culture. With these alerts, there’s a further correlation; AI-applied, team-based views and remediation workflow give a complete route to creating proactive operations. Join this session to see a demo and learn the incident prevention process.
Now on Now: Managing the platform at scale
<p>ServiceNow® is growing at an incredible pace. To continue growing, we need a resilient architecture that can withstand increased loads. In this session, learn how we effectively manage the Now Platform® at scale as we expand. See how stakeholders and process owners partnered to configure our instance for security while using proactive monitoring to stay one step ahead. Learn how we drive efficient resource planning, execute upgrades, & manage multi-instance environments. From automated deployment pipelines to balancing feature development, we rely on ServiceNow to keep our system reliable.</p>
Resolve tasks efficiently with Recommended Actions and Contextual AI search
Discover the transformative impact of Recommended Actions in making task resolution proactive and efficient for service agents. Explore how this intelligent tool optimizes task resolution workflows, empowers service agents with automatic search results driven by AI, and ML capabilities to provide guidance with next best actions. Gain insights into real-world use cases and understand how organizations are maximizing the potential of Recommended Actions to elevate their customer service experiences.
Identify and fix customer service process inefficiencies with Process Mining
Optimized processes keep great experiences great. Inefficient processes, like ping pongs between assignment groups and solution rejection by customers, slow down your case resolution. Discover how Process Mining in Customer Service Management get to the root cause by leveraging AI techniques and speed up case resolution.
Identify and fix customer service process inefficiencies with Process Mining
Optimized processes keep great experiences great. Inefficient processes, like ping pongs between assignment groups and solution rejection by customers, slow down your case resolution. Discover how Process Mining in Customer Service Management get to the root cause by leveraging AI techniques and speed up case resolution.
SurveysNow: Turning insights into product gold
<p>Laptop required in this session.</p> <p>Are your users dissatisfied? Join this exclusive session for savvy customers looking to revolutionize business through user satisfaction surveys! Unlock secrets to design resonant surveys, gain access to proven strategies, and harness <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> tools for unparalleled effectiveness. Gain confidence in knowing what your users desire. Your voice matters—seize this opportunity to propel your business forward!</p>
Know what platform to use: The Hitchhiker's guide to the low-code galaxy
<p>With the proliferation of options and rapid market changes, selecting the right low-code platform can be daunting. It’s easier said than done to evaluate your needs and match them with the strengths of different platforms. However, what if you had a method to confidently choose the best-fit low-code platform for your project? Join us on a journey through the low-code universe in a comprehensive guide to low-code platform selection. Learn from experts, delve into real-world cases, and empower your application development projects.</p>
Now on Now: How Now Assist in Virtual Agent uses large language models (LLMs)
<p>Using Now Assist in Virtual Agent large language models (LLMs), we create a natural-language conversational experience that improves the success of our self-service workflows and enhance user experience. This presentation explores the transformative impact of Generative AI on the evolution of chatbots and user experiences. Delving into advancements in natural language processing, we'll dissect how Generative AI empowers chatbots to engage in more dynamic and contextually relevant interactions. Now Assist in Virtual Agent enhances the user experience by combining AI Search with generative AI chat skills. These skills can speed up issue resolution and reduce deflection to a live agent. With Multi-Turn Catalog Ordering skill Virtual Agent can return available catalog items that match a user request. With Q&A Genius Results skills, generative AI creates the responses to provide a more human experience.</p>
Community AMA series: Ask me anything about ServiceNow’s platform capabilities
<p>Join this collaborative discussion all about platform analytics, the pro code experience, mobile, and automating processes on a single platform! Gain valuable insights, ask hot topic questions, and get a dive deep into our platform capabilities, from Now Assist (GenAI) to Workflow Studio, in this exclusive AMA session, in the Community Pavilion.</p>
Before you take-off: 3 pillars for CSM at scale
<p>How to ensure your CSM implementation is delivering the right customer service experience, improving agents' productivity while controlling operating costs? Amadeus is leaning on 3 principles to successfully build a CSM application at scale: establish strong CSDM foundations to make the best out of the platform capabilities; connect the ServiceNow ecosystem to foster collaboration through the platform governance; focus on making process harmonization to enable innovation.</p>
Transform the IT Service Management experience with GenAI
<p>Start using GenAI on day one and experience the Now Assist turnkey configuration. Learn how Now Assist for ITSM improves agent productivity and reduces MTTR. For example, Now Assist helps agents to quickly understand issue history by summarizing previous chats between employees and IT staff or the virtual agent. In addition, it automatically generates resolution notes to support agents with solving future similar problems. Experience these capabilities and more in this hands-on lab.</p>
360 Exchange: Getting Started with Now Assist, GenAI Experiences
Discover Now Assist, ServiceNow’s generative AI, designed to enhance user productivity and efficiency through conversation and proactive experiences. Alongside your peers, expert presenters will guide you through the myriad possibilities of these innovative features, demonstrating how they can empower your organization 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.
Product Roadmap: Telecom Industry
<p>The future of Telecom isn’t just about efficiency and cost reduction; it’s about ushering a new era of growth. Be the first to hear what’s next in Telecom-specific product innovation from ServiceNow.</p> <p>Telecom innovation highlights:</p> <p>• Generative AI for service and network operations</p> <p>• Investing in discovery and activation for closed-loop network automation</p> <p>• Expanding Order Management to include CPQ and Offer Management</p> <p>• Evolving service management using seamless workflows that span all entities in the Telco value chain</p>
Build a killer single page app with UI Builder
<p>In this lab you will use UI Builder to create a single-page note-taking app. You will learn different UI Builder techniques and strategies you can use to build your own experiences to solve problems at your company.</p>
Advanced workspace configuration with UI Builder
<p>In this session, you will learn advanced strategies for customizing and building out workspaces like using page collections, declarative actions, custom data resources, next experience developer tools, and more. This session assumes you have hands-on UI Builder experience and exposure to workspaces already.</p>
Ask the Experts - UI Builder
Ask the UI Builder product team questions about the product and its roadmap.
Talent Acquisition sneak preview
<p>In today's competitive hiring landscape, employers need to hire the best talent fast. Hiring Managers expect responsiveness and transparency with their Recruiters. Recruiters need flexible tools that work the way they do, and applicants expect a modern and engaging experience throughout their entire apply-to-onboard journey. Until now, enabling and connecting solutions to meet these needs was a pipe dream. See how the upcoming <span style="font-size: 11.0pt;"><span style="">ServiceNow® </span></span> Talent Acquisition solution makes end-to-end talent management a reality now and in the future.</p>
Now Assist at Teleperformance
Teleperformance delivers customer care that is people-led and technology-driven to create a simpler, faster, safer, and more cost-effective enhanced customer experience. By using ServiceNow and Now Assist on their IT digital transformance journey, Teleperformance has achieved a 38% increase in automation, leading to an increase in customer satisfaction and overall efficiency in supporting and delivering IT services.
How ServiceNow customers are streamlining Order-to-Cash Operations
<p>Many organizations struggle with manual, inefficient processes across the order-to-cash cycle, from order exception handling to complex order fulfillment to post-fulfillment invoice inquiries and exceptions. Attend this panel discussion to hear from ServiceNow customers and how they’re using Sales and Order Management and the ServiceNow platform to automate order-to-cash processes, helping to increase revenue, reduce costs, and improve customer satisfaction.</p>
How Zalando made CyberWeek boring with a systems approach to cloud reliability
<p>Zalando is one of the largest eCommerce companies world-wide offering a tailored digital experience to its 50M customers across 25 countries. Achieving high reliability in the cloud is vital for Zalando's business and has special importance during CyberWeek. In the session, learn the processes and tools, Zalando put in place that transformed CyberWeek from the most exciting periods of the year, where spectacular failures demanded heroic engineering feats, to an overwhelmingly boring event, where a delayed Pizza delivery was the highest priority incident on Black Friday.</p>
Hitachi Energy’s strategic IT evolution with ServiceNow
<p>Hitachi Energy designed, sourced and built a completely new IT environment, followed by migrating 40k users, from 350 sites in 70 countries with 56k physical assets and 12k applications, all in 36 months. the company needed a modern and efficient technology landscape to sustain aggressive growth for the next decade. With ServiceNow® at the core of our IT, we have a strategic solution and partner to support this journey. Hitachi Energy has implemented ITSM, ITOM, HR, CSM, SecOps, IRM, SPM & OT to ensure we are in control of the complete IT landscape based on CSDM.</p>
Accessibility features fulfill EVERY citizen experience!
<p>The Head of Accessibility Customer Engagemen, will demonstrate the built-in <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> accessibility features and compatibility that enable EVERY citizen to have a smooth user experience. Learn how to customize the user interface and use new tools empowered by AI to maximize productivity and efficiency. While necessary for people with disabilities, these capabilities really provide the ultimate customized workflow. There’s something for everyone—come see which is your favorite! </p>
Sales and Order Management: Capabilities, Vision and Roadmap
Attend this session to learn what's new for the ServiceNow® Sales and Order Management (SOM) solution. Hear from SOM product leaders as they walk through how the latest innovations can help businesses optimize the lead-to-cash cycle and increase revenue, and share a sneak-peak into the product roadmap.
How Accenture is bringing 750K+ employees back into the workplace
<p>Don’t miss this exceptional fireside chat session featuring Accenture’s head of Global Workplaces and ServiceNow’s VP of Workplace Service Delivery. Learn how Accenture with the help of ServiceNow® Workplace Service Delivery has tackled the challenge of getting 750K employees back into the office by focusing on the employee experience. Hear how the moved from siloed systems to automated workflow capabilities, creating a unified and modernized workplace experience. This session will also cover Accenture’s future roadmap for their evolving workplace innovation.</p>
Lab: Scale and automate cloud processes
When organizations embrace cloud as a core component of their IT operations, they have a number of options: a wholesale migration to the public cloud, hybrid deployments, private clouds, or running services across multiple clouds. ServiceNow® helps organizations remove operational roadblocks and accelerate the move to the cloud with automation, better governance and complete cloud cost transparency. In this lab, learn how to use ServiceNow to enable multi-cloud discovery, enforce tag policy governance, amplify the adoption of cloud services, and establish cloud cost controls.
Transforming without fear: A Roadmap to Service Desk Excellence
<p>Don't let "transformation" scare you! Join Lloyds Bank for a therapeutic session that will outline their calculated path to Service Desk transformation with ServiceNow. Targeting enhanced efficiency without headcount reductions, Lloyds will share key requirements for designing a tailored digital experience along with insights on optimizing internal organizational alignment. Having used the ServiceNow platform since 2014, Lloyds will condense 10 years of "trial and error" into 20 minutes to help you make 'transformation' easier. This is your ticket to building a Service Desk of the future!</p>
Roundtable - Interactive discussions on building and maintaining a healthy CMDB
<p>Please join this interactive roundtable discussion where you and your peers will be able to discuss and share best practices for building and maintaining a healthy CMDB powered by ITOM Visibility. Topics can include discovering your on-premises and cloud IT estate with both agent and agentless options, third-party integrations with Service Graph Connectors, Agent Client Collector, leveraging the common service data model (CSDM) 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 and the CMDB.</p>
