Knowledge 2024
1056 sessions
You can design! Using participatory design to reimagine ServiceNow experiences
<p>Ever wondered 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> designs its beautiful dashboards and user interactions? With the right mindset and tools, users can create great experiences! Join this interactive workshop to learn how to involve end users in the design process. Get hands-on experience co-designing ideal experiences for IT agents or ServiceNow admins. At the end of the workshop, attendees will know the key design steps and generate initial concepts that could evolve into exceptional user experiences.</p>
Topdanmark tackles DORA with ServiceNow IRM
<p>The Digital Operational Resilience Act (DORA) mandates strict cybersecurity standards and incident reporting for all financial institutions doing business in the EU. Compliance is crucial for mitigating risks, enhancing resilience, and maintaining trust in the digital infrastructure. Join this session to see how Topdanmark is using Integrated Risk Management to successfully address the requirements of DORA.</p>
ServiceNow quiz show: Who Wants to Be a Millionaire - ServiceNow edition
<p>Join us a super fun version of "Who Wants to Be a Millionaire," but with a cool twist – it's all about ServiceNow<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> Whether you're a ServiceNow pro or a newbie, get ready for a thrilling quiz experience. Dive deep into ServiceNow trivia, challenge yourself, and win amazing prizes along the way. It's more than a quiz; it's a chance to have fun, win big, and maybe even become a ServiceNow millionaire. Don't miss this exciting opportunity to test your knowledge and win at Knowledge 2024. See you there!</p>
Maintain Oversight Over the Robot Overlords
<p>Learn how quickly you can take data on ServiceNow and turn it into a visualization you can take action upon! In this second lab of the Builder Track series, you will learn how to create forms and views relevant to different personas as well as architect your dream dashboard of operation.</p> <p> </p>
Simplify the Agent Experience with CSM Configurable Workspace
<p>Join this session to learn about how Customer Service Management (CSM) Configurable Workspace enables organizations to tailor customer service processes to business needs, boosting agent productivity. Empower agents to resolve customer issues efficiently in a single desktop that delivers fully customizable fields, layouts, forms, playbooks, and workflows. Product leaders will walk through the creation of a case type, including strategic considerations, implementation processes, and configuration options.</p>
Demystifying GenAI: The top strategic imperatives you need to succeed
<p>This session will provide executive leadership with a blueprint on what is needed to start and succeed with your GenAI journey on ServiceNow®. Actionable insights will enable organizations to get ahead and stay ahead.</p>
Provide just-in-time training to users with Guided Tours
<p>Discover how to create and manage guided tours that offer timely training for workspace and portal processes. Guided tours help users find essential information right when they need it. During this session, learn how to set up guided tours in workspaces and Employee Center. The session will cover best practices and share insights gained from experience along the way.</p>
Ask the Experts: Adoption Services
Our customers highly value our platform for its exceptional flexibility and functionality. However, this flexibility sometimes leads to complexities in implementation, configuration, and adoption within their organizations. In this session, we'll discuss our strategy of reducing product complexity within the Now Platform with prescriptive, personalized, and proactive guidance. Help us shape the future of reducing product complexity with feedback, generative AI solutions for Guided Tours, and surfacing leading practices.
Ask the Experts: Knowledge Management
Join us to hear about using generative AI with Knowledge Management with a 20-minute discussion on the topic. We'll cover what is currently available for Now Assist for Knowledge Management during the K24 time frame, as well as future roadmap items on the horizon. We'll also be looking for future research participants and customer calls on the topic and other Knowledge Management topics. This is a great session to learn more and get hooked in with our Knowledge Management product team.
RiseUp with ServiceNow - Explore your career journey
<p>Join your peers as we dive into how you can grow your skills to be an in-demand <span style="font-size: 11.0pt;"><span style="">ServiceNow® </span></span> expert. Learn how you can put your talent to work, whether you’re a novice or seasoned pro, you can become a part of the diverse, inclusive, and job-ready ServiceNow ecosystem.</p>
RiseUp with ServiceNow: Building extraordinary ServiceNow careers
<p>Join us to hear the inspiring ServiceNow journeys of Merv Small and Josh Hamilton. Merv went from being a ServiceNow newbie to founding his own ServiceNow consultancy, and Josh is a shining example of how ServiceNow opens up new opportunities for everyone after he successfully transitioned from a military career to a fulfilling role with a ServiceNow partner.</p>
Rule #1: Do No Harm to Humans…That Includes Sending Spreadsheets
It’s 2024 - everyone’s sick and tired of spreadsheets, digital or local! In this first lab of the Builder Track series, you will learn about the foundation of any application on ServiceNow: data structures. By the end, you will know a multitude of ways of importing legacy data into the platform and configuring it to your will, creating a single source of authority for your use case.
Healthy Services: Transforming ANZ to a services-oriented organization using the CSDM
<p>ANZ Banking Group strives to deliver deeply trusted services that surprise and delight its customers. To better manage its complex technology estate it endeavored on an ambitious program of uplifting its tooling and processes to embed a service-focused culture within the organization. Learn how ANZ bank connected technology and the business using the power of the Common Service Data Model (CSDM) and Application Portfolio Management (APM) to define an enterprise service model and unlocked customer satisfaction through the delivery of exciting new features such as service subscriptions, service-aligned risk management, and service commitment reporting. </p>
RiseUp with ServiceNow: Building skills to transform your organization
<p>Join us as we dive into how top-tier organizations like Becton Dickinson are transforming its businesses by building skilled teams. Hear how industry leaders are using <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> training to give teams the right skills to achieve critical business objectives. Gain high-value insights into the strategies that have set these organizations of the path to success, and get actionable takeaways on how to start an organization’s skilling journey. Are you ready to RiseUp with ServiceNow?</p>
Product Strategy and Roadmap for Security Operations
Security Operations, by ServiceNow®, enables organizations to continuously evolve and adapt to emerging threats and technologies aligned with their business goals, regulatory compliance requirements, and industry best practices. This session will cover unified attack surface management, used for identifying, analyzing, and managing vulnerabilities, as well as enterprise case management, which helps to detect and respond to security incidents quickly. The session will provide attendees with a roadmap and actionable strategies for building and maintaining an effective security operations program.
Designing actionable dashboards
<p>Good dashboards convert data into information, but great dashboards drive intelligent action. Dashboard design is about designing the user’s journey through the information in the context of business goals to ensure actionability. Most dashboards fail for two reasons: they tell the story users already know, or are a bunch of KPIs placed visually that does not drive action. They often become data dumps that do not help non-analytics-savvy users draw meaningful insights. They fail to deliver ROI. Let’s see how to solve this with a structured approach to designing dashboards.</p>
The A to Z of accessibility: alt="learn accessibility fundamentals"
Have you ever checked if your Service Portal or other user interfaces are accessible? We did, and the various accessibility (a11y) issues we found surprised us! As developers, it is important that we write code with accessibility in mind, but it is hard to get right. Learn from our experience – we’ll showcase how to test for accessibility, delve into development standards like ARIA, and explore platform features and components for accessibility. By the end of this session, you’ll have actionable steps that you can follow to make your applications more accessible for all.
Improve service delivery and IT productivity with DEX and AI automation
<p>AI is a dominating force in the current market but according to new research 70% of IT departments have not introduced more automation workflow and AI technologies since 2020. How can IT teams get DEX and AI Automation off the bench and delivering results? Join this session to learn actionable ways IT can implement DEX with AI Automation to make the most out of their service delivery. Hear success stories introducing the “flow state” IT needs to repurpose hours spent on recurring and complex issues to optimize resources, save costs, and improve outcomes.</p>
IT practitioners talk DEX, AI and digital transformation
Managing digital expectations and experiences are challenging. Why? IT operations teams, EUC support teams, application owners, and project managers often have limited or no visibility into employee problems, usage, and engagement with their technology environments. Without the right real-time visibility and automation, valuable time can be wasted chasing ghost problems, or worse not being aware of issues at all. Join this session as leading IT practitioners discuss the lack of visibility and the unique ways that AI automation can change outcomes like nothing else.
Unleashing the power of generative AI with the ServiceNow platform
<p>In this keynote focused on platform and product innovations, CJ Desai will share - and show - how some of the world's largest companies are using generative AI on the ServiceNow platform to give them a competitive advantage... and how you can do the same. Featuring special guests from JP Morgan Chase, Microsoft, Travelers Insurance, Teleperformance and NVIDIA. </p>
Clone wars: How to slash clone times and sync environments like a pro
<p>Join this Q&A session where xtype will unveil how to master the art of instance cloning using xtype's Controlled Synchronization technology. Combined with the new and powerful features of the Washington D.C. release, xtype products for cloning significantly reduces the demand for off-hours work. In this discussion, learn about: - Overcoming cloning challenges and their impact on productivity. - Minimize cloning efforts and ensure shorter turnaround times. - The pivotal role of xtype products in streamlining the ServiceNow® cloning process.</p>
Unleashing the power of SPM to achieve goals & KPIs efficiently
<p>The supremacy of <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> SPM in SAFe goes beyond mere planning and monitoring. It fosters a data-driven culture, empowers agile decision-making, and enables teams to adapt and optimize their efforts continuously within the dynamic landscape of SAFe. By harnessing the power of ServiceNow SPM, engineering teams can achieve their quarterly and yearly objectives with greater efficiency, transparency, and agility. SPM can be your one-stop shop for an end-to-end solution for strategic planning to execution in sprints.</p>
Nordstrom: Elevating employee experiences to customer-grade excellence
<p>Join Nordstrom as this leading fashion retailer transforms its HR service model to deliver an employee experience equal to their industry defining customer experience. With an unwavering focus to support, engage and inspire over 55K employees (~85% deskless) and over 145K alumni, hear how Nordstrom is streamlining & simplifying processes through a single, AI-powered platform. With a mobile first design and easy to use self-service options, employees save significant time on workplace questions & requests, and HR can dedicate their capacity to deliver the greatest value across the business.</p>
From Silos to Insights: Transforming Cloud resources Visibility using Cloud SGCs
Cloud has become a critical component for every enterprise and having a single system of record for all Cloud asset is critical for operations, security, compliance and cost management. Learn how Service Graph Connectors make it easy to connect with the minimal credential requirement, scale as you grow your cloud estate and get detailed cloud data such as installed SW and running process by leveraging native technologies that are already part of cloud environments.
The COO Imperative: Evolving From Network-Centric to Customer-Centric Operations
<p>As digital services grow in complexity, delivering proactive service experiences to enterprise customers has become increasingly difficult for operations teams. Agents get lost in a myriad of systems and manual processes as they swivel chair trying to resolve alerts, resulting in poor experiences for everyone involved and increased costs. Hear how Comcast Business has streamlined operations and assurance with automation and AI. Delivering service experiences that are reliable and proactive while empowering agents with cross-network visibility and real-time data to solve problems faster.</p>
Implementing security operations for the worlds oldest telco - a BT/ServiceNow collaboration
Attend this fireside chat to hear how world's oldest Telco adopted ServiceNow® SecOps. Experts from BT and ServiceNow® will explore the BT journey to deploying Vulnerability Management and Security Incident Response across highly regulated landscapes. Discover how the company is reducing risk across its expansive estate, integrating security tools, automating critical incident management, and streamlining processes.
Press start for brilliance: Harnessing Gen AI's potential in Flow Designer
<p>Embark on a thrilling gaming adventure in the world of Gen AI and Flow Designer! Level up your skills and learn how to unleash the power of artificial intelligence to boost a team's capabilities. Learn to infuse intelligence into workflows, conquer challenging quests, and pave the way for innovation in ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> projects. Get ready to unlock the secrets to making your team shine with the ultimate Gen AI power-up!</p>
Community AMA series: Ask me anything about ServiceNow’s platform capabilities
<p>Join this collaborative discussion all about automating processes on a single platform! Gain valuable insights, ask hot topic questions, and dive deep into the platform capabilities, from Now Assist (GenAI) to Flow Designer, in this exclusive AMA session, in the Community Pavilion.</p>
Advancing Code Gen with StarCoder2, a Family of Open-Access LLMs
<p>ServiceNow, Hugging Face, and NVIDIA recently released StarCoder2, a family of open-access large language models for code generation that sets new standards for performance, transparency, and cost-effectiveness. StarCoder2 can be further trained and embedded in enterprise applications to perform specialized tasks such as application source code generation, workflow generation, and more. Developers can use its code completion, advanced code summarization, code snippets retrieval, and other capabilities to accelerate innovation and improve productivity. In this session, Dr. Nicolas Chapados, VP of Research at ServiceNow, will talk about the collaboration with NVIDIA to develop StarCoder2 and the potential applications of this state-of-the-art LLM to enhance developer productivity on the ServiceNow platform.</p>
The unsolved challenges of LLMs in open-ended web tasks: A case study
ServiceNow® Research tackles the challenges of developing AI agents capable of learning new tasks on the web without prior examples. To do so, the team harnesses the capabilities of large language models (LLMs) as generalist web agents. Join this session to learn about the results of ServiceNow Research's experiments and what it means in the ServiceNow environment.
Put AI to work for people
<p>While the technology has been maturing for decades, this is now – unquestionably – the age of artificial intelligence (AI). The questions are no longer “if” questions, they are “how” questions. <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow® </span></span></span>Chairman & CEO, Bill McDermott will lead a conversation across the C-Suite about building the future of business on the <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">Now Platform®</span></span></span>.</p>
CJ And The Duke LIVE! - A Career Retrospective
Join the well-known dynamic duo, Cory "CJ" Wesley and Robert "The Duke" Fedoruk, as they look back on 25 combined years of ServiceNow experience and share their top lessons learned throughout their journeys to becoming recognized leaders in the field and ServiceNow MVPs. Whether its your first year in the ecosystem, or if you're a seasoned veteran, there's lessons for everyone.
Unlock Your Potential: Supercharge Growth with ServiceNow Communities
<p>Join ServiceNow MVP Robert "The Duke" Fedoruk as he outlines strategies and tactics you can use to accelerate your growth with ServiceNow® communities.</p>
ServiceNow and an integrated contact center transform Food Bank’s ability to serve
Second Harvest Heartland (SHH), a major hunger relief organization, realized food scarcity wasn't the primary challenge, but rather IT and siloed processes. Explore how SHH revamped its Care Center with ServiceNow® PSDS and integrated contact center solution to enhance support for those in need. Attend this session to learn how the company: -Reduced call back times from 2+ months to zero -Streamlined staff workflow with integrated telephony services and playbooks -Utilized new capabilities to optimize team resources -Enhanced service experience for staff and clients
Dell Technologies: Implementing a unified intake system for enhanced efficiency
<p>Hear about the successful re-implementation of the <span style="font-size: 11.0pt;"><span style="">ServiceNow®</span></span>Legal Service Delivery module by Dell Technologies. Learn about the globalization of regionalized sales-facing legal intakes into a single global intake for Sales and Contract support. By leveraging a streamlined intake system, Dell added essential governance and globally aligned processes, allowing for efficient routing and comprehensive capture of information required to fulfill legal requests. Attend to discover the transformative impact of this implementation and get a glimpse into the future of Dell’s legal transformation.</p>
From setback to success: Navigating challenges in ServiceNow
<p>Join this powerful session with a ServiceNow MVP and Certified Master Architect (CMA), as he shares his story of multiple setbacks and how he didn't allow that to define his journey, but used it as a catalyst to grow. Dive into how this MVP rebuilt his professional confidence and transformed his process to learning and problem-solving within the ServiceNow ecosystem. This session explores how setting ambitious goals, even beyond your current confidence level, can lead to significant personal and professional development.</p>
Custom UI builder components: Do I need to make one, or is there a better way?
<p>Are you looking to create something unique with the UI Builder but the out-of-box components don't quite meet your needs? If so, creating custom components may be the solution you're looking for. In this session, learn when it's appropriate to create a custom component and share our experiences in doing so. By the end of this session, you will have a better understanding of when and how to create custom components, as well as the challenges you may encounter. This session is for beginners interested in creating custom UI Builder components, but do not know where to start.</p>
Uber: Driving efficiency & excellence with modernized HR operations
Join this transformative session with Uber to hear how their uplifted HR services now yield significant efficiency gains. With the power of ML, predictive intelligence, and skills based routing Uber is maximizing resource utilization to power its world class HR operations. Additionally, a revamped approval flow, AI Assists, and streamlined experiences empower users to self-service - leading to a 60% reduction in average case resolution. These strategic initiative and technological advancements together helped achieve enterprise business objectives while improving the employee experience.
Sabadell Bank put AI in its work and made the bank a better place to work
<p>Sabadell Bank is the fourth Spanish private banking group, a network of banks, brands, subsidiaries, and affiliated companies that cover all areas of the financial business under a common denominator: professionalism and quality.</p> <p>140 years for the long term. Thinking of its customers and its shareholders. Integrating people and cultures that now make Banco Sabadell group operating in 14 countries, with 18.000 employees.</p> <p>Sabadell Bank significantly boosted its employees' productivity through the implementation of ServiceNow. The introduction of a cutting-edge employee service portal, seamlessly integrated with ServiceNow GenIA in Microsoft Teams and offering a unified 365 vision, has revolutionized the way employees interact with Operational Departments and IT departments within the organization. Now, employees can effortlessly submit all kinds of requests, streamlining workflows and enhancing overall efficiency.</p>
Now on Now: Support simplified, success amplified
<p>Simplify success, streamline support, supercharge satisfaction. ServiceNow<span style="font-size: 12.0pt;">®</span>: the seamless secret weapon for conquering your digital world. Join to learn how we converged our customer success and support experiences with world-class workspaces to drive customer satisfaction, faster implementation, and more efficient issue resolutions. </p>
A change of mindset through ServiceNow
<p>TelevisaUnivision is the foremost Spanish-language media giant, renowned for its vast library of content and prolific production capabilities. It leads in original Spanish content creation across news, sports, and entertainment, showcased on its prominent broadcast networks like Univision and Las Estrellas, along with a plethora of cable networks. Additionally, it operates significant assets including Videocine, a Mexican movie studio, and Uforia, a major Spanish-language audio platform in the U.S. With the ownership of ViX, the largest Spanish-language streaming platform globally, TelevisaUnivision further solidifies its dominance. Despite encountering operational and technological hurdles during a merger process, the company implemented solutions to ensure seamless integration, facilitating effective monitoring of the value chain with real-time, comprehensive data collection across all stages.</p>
Generative AI powers the Now Platform® – learn how you can get started NOW!
AI – and particularly Generative AI – has changed the way we think about work. In 2024 and beyond, every company will need to formulate a vision and strategy to incorporate artificial intelligence to increase productivity, transform experiences and become more agile. The Now Platform® leverages AI at its core and across workflows to provide answers, make predictions, and automate repetitive tasks. Join this session to learn about the steps you can take to put AI to work with Now Assist powering your workflows.
Going the Extra Mile with GenAI: Prompts in Workflow Automation
Are you looking for cutting-edge ways to supercharge your workflow automation? If yes, then the Generative AI Controller might be the solution you're searching for! With your own creativity, API key, and prompt engineering savvy, you can craft bespoke GenAI-powered solutions that perfectly fit your organization's unique requirements. Join us for this session and discover how to harness the full potential of GenAI and prompt engineering techniques in the Flow Designer or VA Topic Designer. From idea to reality, we've got you covered!
Workflow Studio: One-stop hub to build Playbooks, Flows, and Decision Tables
<p>Join this session for a comprehensive experience in building Playbooks, Flows, and Decision Tables efficiently. Discover a unified platform integrating Playbooks, Flow Designer, and Decision Builder, providing a one-stop solution. Get a sneak peek into the roadmap for future-proofing workflows. Don't miss this opportunity to experience an efficient, all-in-one solution.</p>
Migrating your analytics content to the new Platform Analytics Experience
In this Ask the Expert session we will have your ServiceNow key employees available to show what the analytics migration script will be capable of for you to be ready for the activation/migration into the Platform Analytics Experience. And be there for any questions you might have!
BotCraft 101: Unleash your first robotic creation with the universal UI recorder
Embark on a journey into the future of robotic automation! Immerse yourself in this lab where you’ll create your very first robotic marvel. Utilizing cutting-edge tools, including the RPA Desktop Design Studio and the Universal Recorder, you’ll become a master of robots. From UI Controls to seamless communication with ServiceNow, we’ll guide you through every twist and turn, ensuring that you not only master the Universal Recorder, but also learn to enrich recorded steps and handle potential errors effectively.
Designing Apps: A discussion of leading practices
<p>Leading practices for application development for the <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">ServiceNow®</span></span> Platform. Whether you are a seasoned developer, a new developer or a citizen developer, then there are some basic principles and practices that should be understood. This includes App scopes, Catalog builder, UI builder, flow designer and more.</p>
Application deployment: AEMC taking the next step with the pipeline
<p>With the latest release of AEMC there is new functionality that allows further configuration of the pipeline to update approvers for deployment stage and how to add addtional automation for tasks such as change requests to deployment workflows. Join this lab on how to get the AEMC pipeline configured for a more mature environment.</p>
Unleash the power of AI technology and streamline your workflow with Now Assist
<p>Join this session to learn about the Now Assist applications, Now Assist Skills and Now Assist Usage. Add Generative AI into workflows to generate top-quality content effortlessly and experience the future of AI today. In this lab learn more about Generative AI terminology, how Now Assist works on the platform, how to install Now Assist, how to use the Generative AI Controller in Flow Designer and Virtual Agent, and how data is used in Generative AI.</p>
Take advantage of a new and streamlined clone experience
All customers clone. It is an essential part of enabling development, testing, upgrades, and more on the platform. Given it's one of our most used automations, we launched a streamlined new clone experience in November 2023. The Clone Admin Console is now generally available on the ServiceNow store and will be automatically available on all instances on Washington release and higher. In this 30m interactive session, we will walk through the app benefits, provide a demo and have a clone tips and tricks segment on how to optimize your clones, and ensure you have the right data after your clone.
