Knowledge 2024
1056 sessions
How Visa upholds trust and enhances customer experience for banks & merchants
Explore how Visa, the global leader in digital payments, uses its network and tools to combat fraud and resolve disputes. This session will focus on Visa Resolve Online (VROL) and Verifi, tools that streamline transactions and dispute resolution between merchants and banks. Learn how Visa's customer-centric solutions, in combination with Financial Services Operations, can transform your business's customer experience, while strengthening relationships with cardholders.
How AT&T and Pfizer are achieving business value with ServiceNow
<p>Join this panel discussion to hear how AT&T and Pfizer are managing value and optimizing the outcomes they achieve with ServiceNow®. Listen to the customer experiences, discover lessons learned, and hear how they have been using ServiceNow Impact to measure progress along their value journey.</p>
Nurturing neurodiverse talent for future-focused careers centered on ServiceNow
<p>Pfizer and EY have joined forces to put colleagues at the center of an increasingly digital workforce. With as much as 53% of Gen Z identifying as neurodivergent, Pfizer piloted a program to attract and develop neurodiverse talent to contribute to their growing ServiceNow<span style="font-size: 11.0pt;"><span style="">®</span></span> capability. This groundbreaking pilot embodies Pfizer’s dedication to inclusion, ServiceNow<span style="font-family: Century Gothic , sans-serif;"><span style="font-size: 14.6667px;">'s</span></span> aspiration to grow and upskill its user base, and EY’s leadership on neurodiversity in today’s working world.</p>
Mitigate AppSec Risk in ServiceNow Workflows with Snyk Integrations
Snyk for ServiceNow Application Vulnerability Response gives application security teams a single view of open source and code vulnerabilities delivered seamlessly into a ServiceNow workflow. Learn more about how Snyk and ServiceNow allow you to Consolidate application vulnerabilities and security outcomes, giving security teams end-to-end workflow management visibility, simplify coordination with development teams, automate processes for workflow tracking and process exceptions, and create automated workflow processes to minimize risk and guide developer teams to fix the highest risk first.
Plan and execute application modernization effectively with APM, SPM, and ITAM
Organizations are modernizing their existing applications as they migrate them to the cloud and adopt a cloud-first mindset for new applications. ServiceNow lets you confidently drive your cloud transformation, to create strategic alignment, accelerate your cloud journey, and lower cost and risk. In this demo session, learn how you can align cloud initiatives with business goals with SPM, rationalize and modernize applications with APM, and reduce cloud, software, and hardware costs with ITAM.
Decision Tables: The secret weapon for building better flows
<p>Decision tables are a powerful tool for building simple flows, but they can be tricky to use. In this ask-an-expert session, get all decision table questions answered by experts. The session cover everything from the basics of decision table to advanced topics such as how to use decision tables to handle multiple results. Learn about the best practices for using decision tables in flows. Whether a beginner or an experienced developer, this session is a great way to learn more about decision tables and how to use them to build better flows.</p>
Revolutionizing the employee experience and operational efficiency with Gen AI
How do you create an amazing employee experience and drive operational efficiency in addition to all the other things you do each day? While we can’t clone you, we can show you how Now Assist for HRSD utilizes generative AI to promote employee self-sufficiency, provide HR Representatives with the tools to quickly respond and resolve employee cases, and the administrative capabilities that provide quick and effortless access to set up, configuration and monitoring Now Assist features and applications. Elevate the workplace experience with Now Assist and redefine productivity effortlessly.
SPM & SPW - Driving value and alignment across multiple industries
<p>Right data, right views - Gain first hand insights based upon implementation experiences within financial services, manufacturing, and healthcare industries' successful Strategic Portfolio Workspace (SPW). Learn how other industry leaders have harnessed SPM's flexibility to support their business processes. With SPM aligned to industry business needs, leaders can make portfolio decisions based upon capacity, goal alignment and financial scenarios. Hear about use cases, the approaches and the values achieved.</p>
Dive into the future with Athena, TMLabs' innovative new AI utility.
<p>Interested in learning about the many ways AI can be used to make your life easier? Meet Athena: your new ServiceNow AI assistant. Athena, the brainchild of TMLabs, offers an expanding repertoire of AI capabilities that seamlessly integrate into the ServiceNow platform to simplify your daily tasks. This includes support for Document QnA, knowledge management, platform translation and more. Plus, use the power of ChatGPT to create your own AI-powered workflows with our versatile AI spoke. Embrace the future of productivity today!</p>
Utilizing generative AI in ServiceNow: Tips and insights from NTT DATA
<p>Attend this session showcasing how ServiceNow®'s generative AI features - Now Assist and Generative AI Controller - can be utilized to transform and streamline your business workflow. This presentation will offer insights and tips gathered from our experiments with these features, providing practical guidance for integrating generative AI in ServiceNow effectively. Also, we will share ideas that further extend generative AI capabilities within ServiceNow using Low-Code Development features and Generative AI Controllers.</p>
NTT Communications achieved enhanced CX through managed service DX with ServiceNow
<p>In this session, learn how the managed services of NTT Communications unified the operational base of over 10 units under ServiceNow CSM. This streamlined operations and increased visibility, while also minimizing reliance on manual labor and enhancing internal system integration. The upgraded platform now supports 1,000+ users and 500+ managed projects, contributing to over 100 automated projects. Operational efficiency improved with a 75% reduction in customer initial notification time and a 35% decrease in operation time due to faster provisioning. Future plans include using ITOM's tools for better monitoring visibility.</p>
NTT Group transforms legacy back-office system for 170,000 staff in Japan
<p>Digital transformation has gained momentum. However, moving on from legacy systems is not a trivial task. Learn how one of the world’s largest telecom companies, ranked 83rd on Fortune’s Global 500 list, successfully developed a structured and uniform data environment. Employees can access it, via a single user interface which uses ServiceNow’s App Engine and Impact, to shift from its homegrown siloed systems in 115 group companies being used by 170,000 employees in Japan. Learn how the company overcame the disruption to operations and culture to achieve a big bang implementation on a scale previously unseen.</p>
Revolutionizing customer engagement: IBM's operations assist
<p>Discover how IBM's Operations Assist revolutionizes customer engagement and communication! In this session, explore cutting-edge retrieval-augmented generation, summarization, and classification technologies. Learn how we train and fine-tune models on customer-specific datasets to enhance end-customer interactions. See how our proactive approach identifies issues early, enabling automated actions for event-based incidents. All to improve customer satisfaction through personalized, efficient, and effective interactions. Don't miss out—join us to learn more!</p>
How American Family transformed end user experience with HR service delivery
<p>With nearly 14,000 employees and a Fortune 500 company founded in 1927, American Family Insurance (AmFam) needed more out of the custom-built HR Applications within ServiceNow®. Learn how CDW and AmFam partnered to leverage ServiceNow leading practices and HR Service Delivery Pro capabilities to forge a “self-service” mindset and adoption across their organization, while establishing efficiencies and digital capabilities to improve performance and experience.</p>
Form UX secrets revealed: Boost productivity and crush error rates!
<p>Effective form design plays a pivotal role in directly influencing efficiency and productivity. Well-designed forms enhance user experience, leading to increased satisfaction and engagement. Effective form design also plays a pivotal role in collecting accurate, valuable, and reusable data. This session will discuss how to derive significant value from investing in usability, as it streamlines processes, reduces errors, and ultimately boosts productivity.</p>
From complexity to clarity: The business value of enterprise UX
<p>How do we justify making time to prioritize improving user experience and how do we measure the benefits? We’ll talk about how improving user experience directly impacts productivity and reduces the learning curve and training costs for employees. We’ll also explore how usability initiatives contribute to the reliability of systems and reduce your support costs by minimizing errors and improving task completion rates. Lastly, I’ll share some helpful tips for making changes and measuring results. See you there!</p>
How Microsoft is maximizing the benefits of ServiceNow Impact
Learn how Microsoft uses ServiceNow® Impact to accelerate its strategic initiatives and business outcomes. During this session, hear examples of how ServiceNow Impact acts as an extension of Microsoft’s strategic platform team. Learn about the Impact Delivery framework that allows the company to operate as #oneteam. Hear examples of joint accomplishments from the past year, including a 70 TB reduction in Microsoft’s ServiceNow instance, and an inside look at the steps Microsoft took to seamlessly migrate to Azure cloud with no issues.
Welcoming wizards: The magical pigwarts onboarding experience
<p>Because Pigwarts has been struggling to keep up with their influx of incoming students, Professor McGottagill decided it was time they revamp their student onboarding process. She discovered that the ServiceNow<span style="font-size: 12.0pt;"><span style="">® </span></span>platform could help automate processes that are currently handled through parchment paper and less-than-dependable owls. Join us as we explore Pigwarts’ new onboarding workspace experience, complete with generative AI, automated flows, custom components, and insightful reporting. It may seem like magic, but that’s just the power of ServiceNow! *Wands not required*</p>
Top 3 ways to develop a thriving ServiceNow practice at an organization
<p>Curious about starting or growing your ServiceNow® practice? Whether you're looking to initiate or expand your ServiceNow practice, we invite you to join our insightful session dedicated to sharing best practices. Explore our expert recommendations on the most pertinent training programs, pivotal roles, and valuable certifications that can propel your ServiceNow initiative to success. Don't miss this opportunity to gain actionable insights and ensure the robust development of your ServiceNow practice.</p>
VA Achieves Cost and Performance Visibility Across Portfolios, Programs and Apps
<p>Learn how the Veteran Affairs of America used the power of Application Portfolio Management(APM) and Strategic Portoflio Management (SPM) to show total visibility for projects, applications, strategies and goals across their agency . VA has also successfully provided real time reporting on portfolio, program and application spend and performance and has plans to target software and contract spend using Software Asset Management ( SAM). ServiceNow solution enables the VA to monitor and reduce spend and align projects and technology to their mission which is caring for America’s Veterans.</p>
Simplify delivery of licenses and permits with Public Sector Digital Services
<p>Join this live demo of Public Sector Digital Services for a deep dive into how the License and Permit Playbook allows governments to digitize and speed up the delivery of licenses and permits to the people and businesses they serve. See how the playbook simplifies agent experiences, improves customer experiences, and helps efficiently manage the license and permitting process – from application to decision.</p>
Enhance agency to agency experiences with Public Sector Digital Services
<p>Join this session for a live demo of Public Sector Digital Services to see first-hand how the product enables cross-agency collaboration during a natural disaster. Organizations don’t have to be involved with emergency responses to see and learn how the solution streamlines any process that requires cross-agency collaboration. </p>
Manage public information requests with Public Sector Digital Services
<p>Join this live demo of Public Sector Digital Services for a first-hand look at how Information Request Playbook enables governments to digitize and automate requests for public records – from request to resolution. We’ll cover how it simplifies citizen experiences, streamlines agent experiences, and improves the speed at which agencies can process, track, and respond to these requests.</p>
Get to value quickly with ServiceNow's Implementation Design offering
<p>Learn how the <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> Implementation Design offering can help you design a solution tailored to your needs and business requirements.</p>
Get to value quickly with ServiceNow's Implementation Design offering
<p>Learn how the <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>Implementation Design offering can help you design a solution tailored to your needs and business requirements. (REPEATED SESSION)</p>
Implement and optimize your workflows with Expert Services offerings
<p>Learn how to put AI to work for you and achieve your business outcomes with our advisory, implementation and optimization services. This session is designed for customers who want to understand what services are available to deploy and optimize the value of their ServiceNow products.</p>
Scale Accounts Payable with AI
<p>Learn how you can add speed and scale to your accounts payable process with ServiceNow Accounts Payable Operations. You'll see how we can streamline and automate the invoice ingestion process, eliminating the manual activities that frustrate your accounts payable team.</p>
Scale Accounts Payable with AI
<p>Learn how you can add speed and scale to your accounts payable process with ServiceNow Accounts Payable Operations. You'll see how we can streamline and automate the invoice ingestion process, eliminating the manual activities that frustrate your accounts payable team.</p>
Automated Quoting with Fairmarkit and ServiceNow
<p>See how you can take advantage of Fairmarkit’s automation, AI, and GenAI capabilities embedded within ServiceNow’s Source-to-Pay Operations. Enterprise buyers and end users can automatically create, send, and award quotations from within the ServiceNow interface, streamlining processes and decreasing turnaround time for competitive quoting.</p>
Automated Quoting with Fairmarkit and ServiceNow
<p>See how you can take advantage of Fairmarkit’s automation, AI, and GenAI capabilities embedded within ServiceNow’s Source-to-Pay Operations. Enterprise buyers and end users can automatically create, send, and award quotations from within the ServiceNow interface, streamlining processes and decreasing turnaround time for competitive quoting.</p>
Build a business continuity and disaster recovery plan
<p>Discover 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> Business Continuity Management can help plan, exercise, and recover from disasters effectively. With BCM, avoid surprises, create plans that work, recover more quickly, and make informed decisions quickly.</p>
Drive operational excellence with ServiceNow OT Asset Management
<p>In industrial settings like manufacturing, energy, utilities, or transportation ensuring asset reliability and uptime is instrumental to minimizing business disruption. In this session, explore how OT Asset Management brings core enterprise asset management functionality optimized for managing and servicing OT assets while working hand in glove with the rest of the OT Management suite on a single platform. Learn how to optimize asset performance, minimize downtime, and drive operations with streamlined workflows and data-driven decision making for asset maintenance, repairs, and replacements.</p>
Streamline contract reviews with ServiceNow Contract Management Pro
<p>Discover the benefits of utilizing automated workflows driven by Contract Management Pro to enhance the review, approval, and signing processes of contracts throughout an organization.</p>
Streamline contract reviews with ServiceNow Contract Management Pro
<p>Discover the benefits of utilizing automated workflows driven by Contract Management Pro to enhance the review, approval, and signing processes of contracts throughout an organization. (REPEATED SESSION)</p>
Product roadmap: Innovations for Legal Service Delivery
<p>The landscape of enterprise legal operations is undergoing a transformative evolution, driven by a wide range of technological advancements. Join this session for an exclusive session with ServiceNow® product leaders to learn about the Legal Service Delivery roadmap. Gain insights into the latest innovations and plans including our AI capabilities. Discover how legal solutions can empower your teams to work with increased speed and efficiency. Don't miss this opportunity to stay ahead with the advancements of legal technology.</p>
Manage third-party and supplier risk
<p>See how to can take control of third-party risk lifecycle, from onboarding to retirement. Reduce third-party and supplier risk to build organizational resilience and compliance across the enterprise.</p>
Personalization and proactive recommendations in Now Assist
<p>Join us as we talk about how we are using data across the ServiceNow platform to provide personalization in the self-service experience through our knowledge graph. We will also dive into the next generation of personalization in the form of ServiceNow Decision Intelligence’s proactive recommendations for employees, agents, developers, and admins.</p>
IntelliExtractor using Generative AI
<p>IntelliExtract revolutionizes contract management using Generative AI to skillfully navigate through the complexities of Contract PDFs. With precision, it extracts vital fields and seamlessly transmits this data into the structured ecosystem of ServiceNow<span style="font-size: 11.0pt;"><span style="">®</span></span>, creating comprehensive contract records. Not limiting itself to contracts, IntelliExtract extends its prowess to interpret and manage entitlements, offering a comprehensive solution for enterprises seeking efficiency and accuracy in managing their documentation.</p>
Navigating the risk & security landscape to maximize program impact & resilience
<p>In Risk and Security, the only constant is change. New technologies emerge, bad actors get smarter, the economy shifts. This session delves into the intricate landscape and interconnection of Security and Risk, emphasizing the importance to building protected and resilient organizations. By adopting proactive measures, organizations can proactively identify and address potential pitfalls, minimize the blast radius of incidents, and optimize their ability to grow in the marketplace.</p>
How to build a chatbot integration with the Virtual Agent
Do you have an existing chatbot that you want to integrate with the ServiceNow Virtual Agent? Then join us to learn how our Virtual Agent API enables bot-to-bot integrations to connect and enhance your conversational AI ecosystem.
Accelerate a cloud journey with Amazon Web Services (AWS) and ServiceNow
Amazon Web Services (AWS) and ServiceNow® are working together to make it easier for businesses to accelerate their cloud journey. ServiceNow solutions on AWS help customers implement hybrid environments— supporting call centers, scaling collaboration, and implementing AI solutions - to build a solid foundation for enterprises of the future. In this session, get an overview of the AWS and ServiceNow partnership and the joint solutions available to facilitate cloud technology implementations.
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.
Process, Governance, Automation . . . Keys to a successful citizen community
There is more to Lockheed Martin than jets, rockets, battleships, and satellites! Join this session to learn how Lockheed Martin grew a citizen community from fewer than 20 early adopters to over 600 members. Standardized processes and governance, automation tools, along with an active and engaged citizen community empowered the business to deploy hundreds of automations; ranging from simple to complex. These Now Platform® automations enabled the company to leverage organized distributed CI/CD and optimized resource workload. In turn, Lockheed Martin was able to drive future innovation and application/platform relevancy without scaling up team resources.
How CNB RBC is accelerating business outcomes with ServiceNow Impact
Discover how ServiceNow® Impact has helped CNB RBC achieve its business and compliance objectives. By leveraging best practices, the company been able to maximize the value of the platform through automation, AI, and consumer-grade experiences for employees.
Elevate risk management: Optimize control assurance with Nixora Group
<p>In many large organizations, Control Assurance practices often rely on fragmented spreadsheets, leading to inefficiencies and hindering the assessment of a company's overall Control effectiveness. Control Assurance by Nixora Group, partnering with ServiceNow®, offers a solution through standardized Control Testing Frameworks and Workflows across the business. This session will showcase how Control Assurance ensures standardized and thorough procedures, enhancing productivity, and learning how Control Assurance can transform the way you manage Risk.</p>
Improving asset total cost of ownership visibility in industrial environments
As enterprises strive for operational excellence, understanding the true costs associated with their assets becomes paramount. This session will shed light on some of the unique challenges faced by enterprise asset managers in industrial settings tied to tracking and aggregating costs throughout the asset lifecycle. Additionally, we will showcase a short demo of ServiceNow's Enterprise Asset Management solution, highlighting its robust asset TCO capabilities and how it empowers asset managers to make informed decisions.
You're just not my type. Data type traps in JavaScript
<p>Get ready for the most mind-blowing sequel ever! Following the smashing success of "0 or '0'", we're back with "You're Just Not My Type." JavaScript developers, prepare to have your world turned upside down as we reveal the jaw-dropping secrets of data types on the ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> platform. Say goodbye to coding woes and hello to efficient, error-free JavaScript - this presentation is your ultimate guide to becoming a data type expert!</p>
Real world Process Mining for HRSD
<p>Learn how Process Mining can be used continuously to create actual and measurable returns on HRSD investments.</p>
Real world Process Mining for HRSD
<p>Learn how Process Mining can be used continuously to create actual and measurable returns on HRSD investments. (REPEATED SESSION)</p>
Unlocking efficiency: Where workplace management meets technological innovation
<p>Join as Accenture showcases its innovative approach to transforming workplace experiences through the strategic utilization of ServiceNow<span style="font-size: 11.0pt;">® </span>Workplace Service Delivery. Discover how the solution not only provides users with a first in class reservation experience but also empowers the workplace team to efficiently support and manage reservations. Explore the dynamic capabilities of ServiceNow's space and capacity management suite, and the potential for how a comprehensive solution helps optimize space utilization, offering a seamless balance between user experience and operational efficiency.</p>
