Knowledge 2024
1056 sessions
A practical guide to cloning
Data preservers, exclude tables, clone profiles, dev work oh my! Cloning instances is an important step for effective development and testing. This is an in-depth, hands-on session on how to clone. We will walk through step-by-step cloning tips and tricks, setting up and using Preservers and Excluders, and backing up and restoring in-flight development work. We will explore the new Clone Admin Console and how the newly released features make cloning easier.
Now on Now: How Service agents use a single pane to streamline daily operations
<p>As a customer, <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> understands that incidents happen and the world constantly changes, impacting our work. Discover how ServiceNow's Digital Transformation team utilizes the Service Operations Workspace, seamlessly integrating IT Operations and Service Management capabilities. This unified experience and reinvented core enable modern best practices to automate and enhance service reliability and operations.</p> <p> </p>
UI traps to heuristic triumphs: Tools for crafting intuitive product experiences
<p>Navigate the complexity of multiple functionalities and workspaces with ease! Through this interactive session, discover the power of our 'Heuristic Evaluation' practice, a secret sauce for consistency across product releases. No UX team? No problem! Heuristic evaluations are a powerful tool for all – understand heuristic tenets, identify hidden traps, and exercise your skills with hands-on activities. Unleash the potential to create more consistent, intuitive experiences for your team! *This session is in partnership with UI Tenets and Traps (https://uitraps.com/about/).</p>
Unlocking the power of Generative AI with NVIDIA and ServiceNow
<p>Enterprises are increasingly seeking to leverage generative AI to gain a competitive advantage and drive innovation. However, the adoption of generative AI poses significant challenges, which impede its integration into existing business processes. In this session, learn about how NVIDIA and ServiceNow are working together to enable customers to deliver new generative AI capabilities for the enterprise. Come join us to learn more about some of our key announcements at K24. </p>
Generative AI integration for efficient Now Platform development tools
<p>Now Assist for Creator is a suite of applications that integrates Generative AI capabilities into Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> development tools to help developers increase their efficiency. The suite includes the Now Assist for code and Now Assist recommendations for Flow Designer applications. Join this lab to discover the overall product capabilities, technical architecture, positioning and value, and how to use the capabilities.</p>
Beyond personas: A comprehensive approach to understanding users
<p>As companies navigate complex user ecosystems, understanding user behaviors and needs is crucial. The 15 User Archetypes Framework offers a comprehensive approach to identifing and supporting underserved users. This strategy will enable you to understand your entire user ecosystem and identify new opportunities to create more effective experiences. Attendees will be introduced to a new mapping technique and are encouraged to join the Beyond Personas workshop to learn how to utilize this framework in their organization!</p>
ServiceNow for the Culture Meetup: Celebrating the Black Community
<p>Since the inception of <span style="font-size: 11.0pt;">ServiceNow® </span>For the Culture (SNFTC) nearly a year ago, the goal of this connected in tech group is to create everlasting connections amongst people who identify as Black, have origins from the continent of Africa, and/or from the African diaspora to have conversations related to ServiceNow-related content. To create an environment to thrive, SNFTC creates an atmosphere where professionals, whether seasoned or newly transitioned into the platform, can reach their fullest potential and receive support from others along the way.</p>
Dive into the future of Source-to-Pay Operations
Hear the latest roadmap updates for Source-to-Pay Operations. Take a peek into the future of Gen AI-enhanced procurement capabilities on the ServiceNow® platform. This session will provide insights from a fast-growing customer base and hear from leading customers about how they’re filling the gaps left by traditional ERP and procurement solutions. Hear what to expect over the next two releases and get an update on our overall vision for the source-to-pay space including where to expect investment in the years ahead.
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.
Streamline enterprise contracts with ServiceNow Contract Management Pro
Managing contracts across the enterprise efficiently is a daunting and time-consuming process, due to compliance requirements, reviews, and approvals across departments. ServiceNow® Contract Management Pro is a cross-department contract workflow solution designed to meet these needs, providing a centralized workflow process for contract requests, creation, tracking, storage, eSignature and delivery. Join this session to hear more about the product strategy and view a live demonstration of the key features and capabilities from product experts.
Generative AI on the Now Platform: You're closer than you think
<p>You may be closer than you think to experiencing generative AI on the Now Platform. Join this session to discover your readiness for leveraging AI with Now Assist in your own environment. Our experts will guide you in assessing your readiness for generative AI in a small group discussion. Learn what you need to get started and discover where your peers are in their journey as well – add to your agenda today.</p>
How ServiceNow Impact accelerates time to value with AI and GenAI
<p>Hear how AI-focused accelerators 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> Impact can help users implement and adopt ServiceNow AI innovations quickly, map investments to business objectives, and track the value achieved.</p>
Modernizing ExxonMobil’s GBS capabilities across HR, real estate and procurement
<p>ExxonMobil faced challenges with its HR, real estate and procurement functions. Deloitte's comprehensive digital front door solution was utilized for transformation, streamlining processes and enhancing employee interactions via a unified portal. The solution harmonized the onboarding and offboarding experience, a streamlined real estate function using Nuvolo and enhanced procurement function supporting Supplier Life Cycle Operations. Join this session to learn about this transformative journey facilitated by Deloitte's Employee Center, and how it delivered significant benefits within a year.</p>
Plan and design complex circuits with Telecom Network Inventory
<p>Planning, designing, and managing circuit lifecycles just got a whole lot easier! In this hands-on lab, network administrators and engineers will experience first-hand how to use Telecom Network Inventory to plan and design complex network circuits. Attend this lab and learn how to:</p> <ul> <li>Use rack visualization to identify rack space needed for equipment </li> <li>Implement change flows to create equipment and connections </li> <li>Implement a planned revision to rehome a logical connection</li> </ul>
Text to anything: Build ServiceNow integrations to any app using Generative AI
<p>ServiceNow<span style="font-size: 12.0pt;">®</span> users need to integrate with other applications; Automation Engine is the glue that provides such connectivity. This session will show how Generative AI can be used to generate such integrations. First, learn text-to-code for generating scripts that integrate with 3rd party apps via Automation Engine. Next, a demo text-to-flow for generating integration flows for 3rd party apps via Automation Engine. Finally, explore how to extend such integrations with custom GenAI actions using our GenAI Controller.</p>
No Developer? No problem! Build your own apps with Creator Studio
<p>Looking to bring your business ideas to life without complex coding? Join our session on Creator Studio and see how no-code app development can transform your approach to problem-solving. Learn the streamlined process to design interactive forms, automate workflows, and fulfill services with simplicity at your fingertips. Discover the power of intuitive app creation and leave equipped to enhance your business operations with innovative, request-driven applications.</p>
Future-proofed digital transformation
<p>Join this interactive session to learn more about how TCS delivers holistic, scalable, and customized digital transformation to some of the world’s largest companies. Hear from an industry leading TCS client that we have helped navigate change and partnered with for a successful business transformation. Explore the industry trends, market conditions, and once-in-a-generation challenges that enterprises face, and how these situations can be turned into opportunities or accelerators for growth.</p>
Automate Your Automatons with Flow Designer
<p>How easily you can bend the ServiceNow platform to your will! In this third lab of the Builder Track series, you will learn how to turn your system of authority into an autonomous machine without a single line of code. Your app will be able to kick off conditional tasks, triggering directly off of the metrics you care about most.</p>
Safeguard sensitive data where it lives with ServiceNow Vault
Gain insights into leveraging ServiceNow® Vault to effortlessly enhance security and privacy to ServiceNow deployments. In today's data-driven landscape, safeguarding sensitive data and meeting regulatory standards are paramount. Centralizing sensitive data offers an effective strategy for enhancing security and compliance efforts, but involves relocating data to a centralized safe repository and workflow re-architecture that often present significant challenges. This session showcases the harmonious interplay between workflows and ServiceNow Vault Data Privacy and Encryption.
ServiceNow Zero Trust Access (ZTA): A Path to Least Privileged Access
Getting the right user to have the right access for the right reason is paramount for cloud security. With Zero Trust Access, customers seamlessly enforce access reduction at log-in based on network, location, device, or role. Join us to discover how this solution strengthens your security framework!
Innovation unleashed: Exploring the value of ServiceNow and the Microsoft Cloud
<p>There’s a lot more to the ServiceNow® and Microsoft partnership than the Now Platform® on Microsoft Azure. Join this session for a broader look at how these two technology powerhouses are innovating together and explore the integration opportunities between the Now Platform® and the Microsoft Cloud. This session will provide an overview of how these integrations can unlock AI innovations, industry solutions, and more to deliver outstanding value to both customers and mutual partners.</p>
Redefining the modern-day contact center with AI
<p>As companies increasingly prioritize elevating both customer and employee experiences, AI is poised to fundamentally transform the contact center industry to become more personalized, operationally efficient, and impactful. Join this session to discover the latest AI and contact center capabilities for ServiceNow®, available strategies to drive meaningful ROI, and how each can enhance your CX and EX initiatives in 2024 and beyond.</p>
Scale and automate cloud processes
Organizations are looking to scale their cloud transformation by simplifying and automating complex cloud processes. In this demo learn how ServiceNow® can help speed cloud adoption with cloud workflows that automate cloud service delivery, continuous governance, and cost controls.
Evolution from automation to AI: Unlocking the AI potential
With AI taking over, enterprises need to harness AI capabilities to move from automation to AI to stay ahead of the competition. The Infosys Enterprise Service Management Cafe leverages the Now Platform® AI capabilities to transform services from ‘rule-based automation’ to personalized, predictive, user-centric systems that can learn, adapt and improve over time using data available. Discuss with experts and peers on strategies to adopt AI and how to unlock the full potential while addressing challenges such as data privacy, security, skill gaps, and ethical conversations.
Hershey’s quantitative approach to managing risk driven board level discussions
The Hershey Company has built a cross functional risk program with a mission to promote shared accountability for the risk equation to all stakeholders and enable informed and intelligent decision making for its IT leaders. Hear how Hershey accomplished this with quantitative risk analysis from its risk register, the policy exception process, and vulnerability management to create board level metrics to show the health of the program, as well as bring leader's attention to high-risk areas. And how it’s expanding to support new processes to address the SEC cyber disclosure requirements & more.
Elevance Health integrates IRM and SecOps to scan, secure, and scale cyber risk
<p>Elevance Health partnered with KPMG, using ServiceNow® IRM, SecOps, and Qualys to develop integrated architecture for managing cyber risks. The architecture streamlined processes, automated operations, and generated operational and leadership reporting insights. Furthermore, it facilitated collaboration among critical stakeholder groups such as Policy, IT controls, Vulnerability Management, and Cyber Risk. The presentation examines how Elevance Health enhanced its regulatory compliance efforts while scaling its cyber risk management through vulnerability scanning and secure misconfigurations.</p>
Revolutionising Capital Markets Operations using Work Orchestration
The Capital Markets industry is under pressure to reduce cost and improve resilience. In this session you will learn how Work Orchestration on ServiceNow can automate processes while leveraging AI/GenAI tooling to drive >30% efficiency. This new platform provides an operations user with a ‘single pane of glass’ to complete all their work rather than jumping between multiple applications and mainframe processing systems. We look forward to showcasing the future of Operations with you!
How SAP transformed customer support with GenAI
<p>Join this session for an exclusive behind-the-scenes look at how SAP, in partnership with Accenture, created a GenAI framework to elevate business agility at scale on the ServiceNow® platform. Don't miss out on this opportunity to gain invaluable insights into the future of Customer Service Management and how organizations can benefit from these advancements.</p>
Morgan Stanley accomplishes large scale data migration with ServiceNow platform
<p>The challenge: move 15B records, 28TB of data, along with 14 years of technical debt, from a 2009 to a 2024 instance, between two databases with no parity, while being totally transparent to users. Is this even possible? Morgan Stanley faced this unique challenge when the ServiceNow<span style="font-size: 11.0pt;">®</span> Oracle database needed to be migrated to align with firm security standards and policy. Teaming up with KPMG, they successfully developed an automated and scalable data-agnostic approach to migration, retaining existing integrations and data integrity while meeting regulatory requirements.</p>
Wells Fargo transforms location data for the enterprise with ServiceNow
<p>Join this session to learn how Wells Fargo achieved a monumental shift in location data management by implementing ServiceNow® Workplace Service Delivery as a central source for locations across their global portfolio. Discover how it streamlined location management processes, avoiding duplication by reclassifying existing data from legacy tools to the ServiceNow platform and external tools at a massive scale. On one platform as the ultimate source of truth, Wells Fargo aims to share its solution with internal partners across the enterprise, streamlining enterprises processes that leverage locations.</p>
Human after all
<p>Initiative, Ingenuity, & Empathy in an Age of Machines. Join Deloitte’s Chief Futurist Mike Bechtel for an inspirational Think Big session detailing his team’s novel research into generative AI, and their surprising conclusion that humans will matter more, not less, in a world of creative machines.</p>
API Insights: Extending CMDB to become a system of record for APIs
<p>APIs are a critical part of every company’s digital strategy and normal mode of operating their technology estate. As APIs have become critical, there is increasing regulatory and internal requirement to capture all the APIs being used, who is using them and for what purposes. Learn how ServiceNow is capturing API data across the ecosystem and how we normalize and reconciling data to create the system of record for APIs - to answer what, who, why and create workflows to automate API management.</p>
Doosan Group begins its business process transformation with ServiceNow
<p>As one of the largest industrial companies in the world, Doosan Group faced the challenge of business transformation and factory modernization. Specifically, the company struggled with modernizing their ERP, engaging employees, and managing operational technology assets. In this session, hear how leaders at Doosan partnered with <span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;">ServiceNow®</span></span> embark on their transformation journey.</p>
Strategic Portfolio Management: Unleash innovation through Strategic Planning Workspace
<p>This lab explores Strategic Planning Workspace that encompasses strategic mapping, prioritization, resource management and product feedback with Generative AI. Learn how to develop flexible strategic portfolios and manage various delivery methodologies - waterfall, agile, hybrid - in one workspace that fosters collaboration, adaptability, and decision-making. Participants will gain insights into optimizing their strategic planning processes and delivery while enhancing product development pipelines and aligning resources strategically to propel organizations towards sustainable success.</p>
Unveiling the power of ServiceNow user groups: Insight from the Netherlands SNUG
<p>Join this illuminating session to learn about the dynamic world of <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> User Groups (SNUGs) through the lens of the Netherlands SNUG. In this session, learn about the thriving ecosystem of the Netherlands SNUG but also the invaluable benefits and strategic insights behind organizing and hosting such gatherings. With years of experience, the seasoned presenters will provide a guide through the intricacies of SNUG organization, from crafting a compelling agenda to securing funding and managing logistics.</p>
10 things you didn't know you have: SNUG Program
<p>Let’s discuss how you get value from the ServiceNow<span style="font-size: 11.0pt;"><span style="">® </span></span>platform. Every organisation is different, but you might be getting value and you don’t even know it. Hear from our experts on 10 platform features that are available no matter what licensing entitlements you have.</p>
Sony interactive's journey to employee engagement
<p>In this session you will learn how Sony Interactive Entertainment unified and elevated their internal employee experience globally, leveraging HR Service Delivery Case & Knowledge Management, HR Employee Relations, HR Agent Configurable Workspace and Employee Center Pro with AI search capabilities. Learn more about what Sony has planned for the future to drive additional engagement through Manager Hub, Employee Journey Management and Journey Designer.</p>
'Start small and scale fast’ at the National Hockey League
<p>A deep dive into what the NHL has deployed over the last year (ITSM, FSM, Service Portal & CSM, Custom Apps, SPM, etc.) and how the company is driving digital transformation within IT, game day operations, PMO, marketing, BD/advertising, and fan engagement teams as well as all 32 NHL clubs. Additional focus on how the ServiceNow® Expert Services approach, methodologies, and expertise created a true partnership on the engagement.</p>
Caring for your ServiceNow instance: Success through maintenance and monitoring
<p>Unlock the secrets to instance management and health! Join us for an insightful session on essential regular maintenance, performance monitoring, data management, and much more. Learn how to elevate your expertise and ensure your instances thrive. Don't miss out – add the session to your agenda today!</p>
Build generative AI-powered workflows with the GAI Controller
Now Assist provides a dynamic user experience powered by ServiceNow's generative AI technology. But what if you want to do more? Learn how to use the Generative AI Controller included with Now Assist to build your own GAI workflows. Utilize out-of-box GAI capabilities such as summarization and generic prompt with familiar tools such as Flow Designer and Virtual Agent Designer.
Onboard an army of robots to automate your next upgrade!
As easy as ServiceNow upgrades are now with all the tools available - reviewing all the release notes and creating actionable plans and scripts is still a time-consuming activity. Join this session to learn how to leverage Robotics Process Automation (or RPA), and how it can automatically read through all the latest release notes, and and turn that data into actionable tasks within your instance. Learn how to configure RPA, bot processes, and the RPA Desktop Design Studio, and truly learn the endless opportunities there are with RPA in your organization.
Optimize Global Business Services on a single AI powered platform
<p>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> connects people, process and technology at scale to optimize shared services and Global Business Services. Monitor 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.</p>
Optimize Global Business Services on a single AI powered platform
<p>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> connects people, process and technology at scale to optimize Shared Services and Global Business Services. Monitor 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. (REPEATED SESSION)</p>
Ask The Expert: GenAI powered help for RPA
We get it...sometimes it gets daunting to use the RPA Design Studio. There are thousands of out of the box components available which makes the studio very powerful but sometimes you don't know which is the right one for your scenario. The only option was to go through product documentation and understand how each component works. But with the power of GenAI, now you can just describe your requirement in natural language and the AI help will automatically tell you which component to use and how. Getting your bots ready to for action have never been easier.
AutomationOps! The easiest way to promote RPA applications between instances
<p>Join us to discuss on how to promote and migrate RPA Hub assets between instance, the devops way.</p>
Experience Life Of Automation CoE With New Kanban Board From Automation Center
<p>Join us to learn how to prioritize, manage and monitor automation development activities with the new Kanban board</p>
Lights, Camera, ACTION! Take Actions On Your Automations On Automation Center
Join us to discuss on how to take corrective measures and create immediate actionables to mitigrate and remediate automation issues
Now Assist for Creator
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.
Secure tomorrow: Unified strategies for cyber resilience & regulatory compliance
The convergence of cybersecurity challenges and evolving regulatory mandates has catalyzed a paradigm shift, requiring innovative solutions to stay ahead of the curve and compelling Security and Risk teams to work together in new ways. In this session, learn how a holistic approach to managing an organization's attack surface, quickly responding to cyber risks, and staying ahead of regulatory requirements. Additionally, learn how business continuity and risk management activities can help teams be more proactive and more effective impact.
Embrace AI faster and responsibly with robust AI Governance that builds trust
<p>Organizations can cultivate trust and foster innovation by implementing the right level of AI governance that is crucial for guiding the responsible development, deployment, and use of AI technologies. See a demo on how IRM can help businesses put effective guardrails in place and walk away with some strategies to navigate your organizations adoption of AI with agility and resilience.</p>
