Knowledge 2024
1056 sessions
Transformative onboarding: Creating a culture-centric empowering experience
<p>Onboarding is central to Mars’ talent strategy, offering a personal & intuitive experience. The Mars Global Onboarding Transformation Program seeks to instill the Mars "House of Cultures," fostering belonging & enabling associates to contribute confidently. This experience-led approach, with Mars culture at its core, reduces early turnover & accelerates productivity. This session will spotlight keeping culture central, creating impactful moments, and building a sustainable global framework resulting in consistent and often automated experiences.</p>
Transforming Government Services: Real world success stories using PSDS
<p>Join us and discover how state and local governments are leveraging ServiceNow® Public Sector Digital Services to transform citizen experiences. See real world use cases showcasing how agencies are: - Modernizing service delivery with a user-friendly portal for streamlined requests. - Enhancing constituent engagement through improved communication and self-service. - Optimizing internal operations with automated workflows and data-driven insights for better decision-making. Get inspired and learn how Servos can help your agency deliver efficient, citizen-centric government services.</p>
Empower your marketing team from planning to execution with Tenon
<p>Today's marketers are tasked with delivering ROI like never before, but all too often, lack the processes and technology to turn strategy into success. Enter Tenon, built on ServiceNow®. Tenon’s marketing solution streamlines the marketing journey from start to finish: accelerating work, enhancing team collaboration, and delivering campaigns for maximum impact. Join the Tenon team to discover how top marketing teams are boosting campaign production by 15%, reducing employee workload by 2 hours per week, and delivering the marketing work that drives results.</p>
Simplicity in innovation: A human-centered approach to service design
<p>Join this Think Big session to learn about the human-centered approach to service design. Whether you're creating a new service, or a new experience, human-centered design is a powerful tool for creating superior and sustainable user engagement. There is no way a user can carry out self-service tasks unless the user experience is simple enough. But innovations can only take place when people’s behavior changes. In service design, the key to success lies in making things easy for users to achieve the desired behavior. You can with train the users which is the usual path most transformation projects have taken, or just simply focus on simplifying the way they work with data.</p>
Leverage the power of Generative AI in customer service with Now Assist for CSM
<p>Improve the end user experience while enhancing support agent productivity and enabling quicker resolutions for customers. In this lab, discover the overall architecture of Now Assist for CSM, required plug-ins, how to configure experiences, and make the best use of innovative capabilities.</p>
Learn how leading banks are modernizing delivery with DevOps Automation & Gen AI
<p>Learn why and how leading banks and financial institutions are using DevOps, Hyper Automation, Low Code and Gen AI tools to modernize digital delivery and change management. By automating risk analysis and shifting to continuous testing and deployment models delivery teams are dramatically reducing the time to market of feature releases, focusing on innovation, and driving out manual maintenance tasks from the equation. Hear how the most innovative ServiceNow<span style="font-size: 11.0pt;"><span style="">®</span></span> teams in financial services are transforming delivery by leveraging AI-led operations.</p>
Exploring OAuth 2.0 in ServiceNow: A Masterclass in Authentication
This masterclass offers a comprehensive guide to implementing secure authentication, delving into advanced techniques. From protocol fundamentals to ServiceNow-specific strategies, this resource empowers developers with the knowledge needed to master OAuth 2.0, ensuring robust and effective authentication in ServiceNow environments.
Electrifying success at entergy: transforming utility workflow with OTM
<p>Dive into the electrifying success story of a Fortune 500 Electric Utility Company's journey with ServiceNow® Operational Technology Management (OTM). Learn how the company centralized its OT Asset Inventory & Regulatory Compliance, becoming ServiceNow's first customer to go live with OTM. From overcoming integration challenges to implementing a comprehensive discovery and asset management solution, this case study showcases a blueprint for digital transformation in the electric power distribution industry, resulting in over 2000 OT assets added to their CMDB and setting the stage for future innovations.</p>
How UW Health is Transforming Patient Services and Care with ServiceNow
In healthcare, delivering personalized and timely patient care is not just a goal, but a requirement. Discover how UW Health used ServiceNow® to transform its Service Desk to serve 24k employees and 950k annual patients. The session will explore how the company improved the agent experience with Service Operations Workspace (SOW), reduced the time to service by 95% and decreased incident volume by 4.5%.
Adopt do not adapt - Driving business value through a service-oriented model
<p>A winning service strategy is one that aligns the organization's goals, meets the customers' needs and optimizes resources and processes. Learn how Banco do Brasil, one of the largest and most successful Brazil's banks, transformed their ITSM & ITOM by adopting <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> into a service-oriented model: - Centralizes employees’ operations in a single place, with a better overall user experience and a customer and service mindsets. - Improves service visibility, flexibility and reliability of IT, reducing risks (over 18 million CIs, 99,9% of Alert Noise reduction, 97% of Successful Changes).</p>
Sales and Order Management in action: Sell, fulfill and service on one platform
<p>Learn how Sales and Order Management (SOM) provides organizations with a composable solution, helping them bridge siloes across lead-to-cash to reduce costs and accelerate and grow revenue. See how agents can manage the opportunity lifecycle, configure and price quotes, easily create orders, and allow fulfillment agents to manage complex orders. Learn how service agents can track and verify contracts and entitlements, delivering outstanding post-sales service. Experience how service agents can unify the customer journey from opportunity to renewal.</p>
Is your business ready to lead the sustainability revolution?
<p>In this session we’ll dive into the power of sustainable operations for both your company's health and the planet's well-being. Learn how to maximize environmental and social impact, combat greenwashing tactics and navigate the changing landscape of ESG regulations. You’ll discover how your business can become a leader in sustainability within just one quarter.</p>
Collaboration between Microsoft, ServiceNow, and Copilot
<p>Dive into the RSM playbook to seamlessly unite ServiceNow® with Microsoft's ecosystem: Copilot, Azure, Teams, and M365. Discover how this integration empowers your organization with: Streamlined Workflows, AI-Powered Assistance, Enhanced Collaboration, Empowered Agents. RSM experts guide through the integration process, highlighting key considerations and best practices. Unlock the full potential of a unified digital workplace and boost employee satisfaction, agent efficiency, and operational excellence.</p>
Achieve a transformative employee and people experience with ServiceNow
<p>Improving employee experience is vital for global firms, impacting customer satisfaction and financial outcomes. Workers seek better work-life balance and modern tools, amidst broader economic and AI advancements. Capgemini’s People Experience with ServiceNow® offering can address these needs by streamlining diverse work settings and tech, enhancing every aspect of the employee journey, from hiring to offboarding, thereby boosting overall productivity and employee satisfaction.</p>
Scale accounts payable processes
Discover how to add speed and scale to accounts payable activities while also delivering an automated and streamlined process from invoice ingestion to payment release on ServiceNow®. Remove manual process steps, such as invoice ingestion, that slow down and create frustration for employees and suppliers alike. Hear how ServiceNow enables users to simplify 3-way match for greater confidence and provide streamlined and dynamic approval workflows that reflect the needs of your business without forcing everyone into a one-size-fits all approach.
Elevate Workflow Automation with Workflow Studio and Now Assist
<p>Experience the Power of Workflow Studio and Now Assist in accelerating the creation and automation of digital workflows as scale. Join us to witness firsthand how these tools drive efficiency gains, reduce cost, and elevate user experience through seamless Workflow Automation.</p>
Playbook types in Workflow Studio
Different flavors of processes are coming. With the process type framework being introduced in the Washington release, different business units are releasing different variations and flavors of processes. Each of these processes, will have a different restricted type of process authoring experience. Learn about the process type framework and some examples that are soon to come.
What's new for Agent Productivity- Agent Chat and Sidebar
Breakout - Quick presentation on topics like "what's new in ____", longer "under the hood/this is what the platform does", or roadmap/demo of (near) future features. 60 Min Join us to learn about Agent productivity Experience products we released in the Vancouver release such as Agent Chat, Advanced Work Assignment and Sidebar and more. We'll also discuss features released in Washington DC and forward-looking roadmap items. We'll cover an overview of release items, provide some short demos, and leave time for some Q&A.
What's new with Platform Analytics
Join this session to learn what's new in the Washington D.C. release and where are ServiceNow® is heading next in the product roadmap. The session will include a demo of the most recent innovations as well as a sneak peek into what's coming in 2024 and beyond.
Curated access controls for Workflow Automation
Join this session to learn how to configure and control access to specific workflow automation content and features (flows, subflows, actions, and playbooks) for your users. Grant curated flow and playbook user access and permissions for specific features and content. Manage what parts of the builder experience your users can utilize as well as what content they can access based on specific conditions you specify and user roles.
Fujitsu's four steps to global transformation: Advice from the C-suite
<p>To thrive in today's changing world, organizations need agility and enhanced visibility. Fujitsu, with a workforce of over 126,000 employees across 180 countries, is no different. The company has undertaken its own digital and sustainability transformation, known as Fujitra (Fujitsu Transformation), to enhance customer and employee experiences whilst future-proofing operations for people, planet and prosperity. And the platform that underpins this? ServiceNow<span style="font-size: 11.0pt;">®</span>. Join Fujitsu's executive leadership team, to learn the four steps every digital leader should take to ensure a successful transformation.</p>
Now on Now: Unlocking the organizational power of GenAI for employees using Now Assist
<p>There's no denying that GenAI is revolutionizing the way we work. Organizations worldwide are realizing its potential to optimize employee efficiency and create personalized experiences. In this session, learn how ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> employs GenAI on our Now Platform® to empower our workforce and redefine engagement. Learn more about real-world GenAI applications and successes, and discover how AI boosts productivity and satisfaction in our employee portal. This session suits technical experts and executives alike, offering inspiration and actionable insights into AI's organizational impact.</p>
Asian & Pacific Islander (API) Connected in Tech Social
<p>Immerse yourself in the vibrant spirit of the API (Asian & Pacific Islander) community at Knowledge! This special social gathering is your opportunity to connect with fellow API tech professionals, engage in meaningful community chats, and celebrate diversity in tech. Whether you're looking to expand your network, exchange ideas, or simply enjoy the camaraderie, don't miss this chance to be part of a thriving and supportive environment. Join us for an inspiring session of networking and celebration!</p>
ServiceNow Pride Connected in Tech Social
<p>It's time for our ServiceNow Pride Connected in Tech Group meetup! Let's celebrate diversity and unity within our LGBTQIA+ community at ServiceNow. There will be networking, community chats, and much more!</p>
SNUG Connect: Network, Innovate, and Thrive Together
<p>Step into the world of ServiceNow User Groups (SNUG) at our interactive SNUG Connect session! This is your prime opportunity to meet face-to-face with fellow ServiceNow aficionados in your area. Engage in lively discussions, swap innovative ideas, and gain invaluable insights that can transform the way you work with the ServiceNow® platform. Whether you’re looking to deepen your existing connections or forge new ones, this session will fuel your passion and link you to a network of potential collaborators. Join us to expand your professional network and amplify your impact within the ServiceNow Community.</p>
ServiceNow Developer Meetup: Ignite Connections and Fuel Innovation!
<p>Join us for a guided networking session where you can experience our Meetup program firsthand and leave the session with a new connection or two. Meet fellow developers, exchange ideas, and gain valuable insights into the ServiceNow® ecosystem. Whether you're a seasoned developer or new to the community, this session offers a welcoming space to forge new connections and dive into the world of ServiceNow Developer Meetups.</p>
Now on Now: Zero to 100! Governing & scaling multiple clouds on the Now Platform
<p>Whether traffic or workload demands grow suddenly or over time, a scalable cloud solution is a must-have. In this session, see how ServiceNow DT uses our Cloud Center of Excellence (CCoE) workspace to govern our multi-cloud landscape at scale. We'll share how we manage multiple cloud and SaaS providers while giving users a 360-degree view of our cloud assets and spend. Find out how we use monitoring and remediation workflows to boost operational efficiency. We'll talk vulnerability management, audits, and compliance reporting as well as our integration with third-party strategic partners. </p>
Now on Now: Leveraging platform capabilities for organizational growth
<p>ServiceNow® is growing at an incredible pace. In this session learn how to continually grow and evolve an organization, leverage platform capabilities, and organize resources to align with changing business needs. </p>
Shaping the future of work in an AI enabled world
<p>Today’s HR leaders are focusing on increasing employee productivity amidst rapid change in a tightened market. Meanwhile, Gen AI has emerged as the transformative technology that just might be the answer to augmenting employee productivity. Leaders now need to consider the right people strategies for their organization that help meet organizational growth goals, utilize emerging technology, and ensure the trends they choose to follow meet their needs long term. In this session we’ll explore the global trends impacting your people and workplaces as well as predictions for the future of work.</p>
Bringing employee experience to life - Best employee portal contest winners!
Building an employee portal that serves the needs of teams and delivers on goals for better communication, streamlining service delivery, and improving the employee experience is no easy feat. This year, ServiceNow® launched its first Best Employee Portal Contest to recognize excellence and ingenuity in portal design. Join this session for a look into the Top 10 portals and reveal the Best Employee Portal Contest winner. Learn how customers created employee portals that encompass human centric design thinking, creative adoption strategies, and continuous improvement processes.
Empower employees to take control of their career growth
<p>Learn how Employee Growth and Development experiences motivate and inspire employees to grow their careers, while driving employee retention and business growth. (REPEATED SESSION)</p>
Empower employees to take control of their career growth
<p>Learn how Employee Growth and Development experiences motivate and inspire employees to grow their careers, while driving employee retention and business growth. (SESSION REPEATED)</p>
Empower your employees to take control of their career growth
Learn how Employee Growth and Development experiences motivate and inspire employees to grow their careers, while driving employee retention and business growth.
Enable all deskless workers to self-serve with Employee Center Pro
In today’s global workforce, 80% of the global workers don’t sit behind a desk or use a computer to perform their job. Learn how upcoming Employee Center Pro capabilities can be used to improve deskless work productivity and drive operational efficiencies for the organization.
Get the most out of HRSD investments
<p>Learn how Agent Workspace for HR Case Management, Employee Relations, Employee Journey Management, and Manager Hub help make the most of HRSD investments and how other customers are leveraging them today. (REPEATED SESSION)</p>
Get the most out of HRSD investments
<p>Learn how Agent Workspace for HR Case Management, Employee Relations, Employee Journey Management, and Manager Hub help make the most of HRSD investments and how other customers are leveraging them today. (SESSION REPEATED)</p>
Get the most out of HRSD investments
<p>Learn how Agent Workspace for HR Case Management, Employee Relations, Employee Journey Management, and Manager Hub help make the most of HRSD investments and how other customers are leveraging them today.</p>
Strategic Portfolio Management Beyond IT - The challenges and benefits no one talks about
<p>Mars, a multinational manufacturing company, is currently engaged in a significant transformation known as the "Unify Experience Initiative." This initiative involves tackling two primary challenges using ServiceNow Strategic Portfolio Management . Firstly, it aims to transition the organization to become outcome focused in order to provide more value to our customers. Secondly, it seeks to establish standardization on the ServiceNow platform for aligning work with strategic objectives across six lines of business. During this session, we'll delve into the organizational hurdles, potential pitfalls to steer clear of, effective strategies, and our roadmap for achieving success.</p>
Overcoming asset total cost of ownership challenges with HAM and EAM
Asset managers encounter numerous challenges when it comes to calculating and managing the total cost of ownership (TCO) of hardware & enterprise assets. The diverse nature of asset types & models introduces complexities in tracking and aggregating costs throughout the asset lifecycle. In this session, explore the intricacies of TCO calculations including acquisition costs, maintenance expenses, operational costs, and disposal costs and dive into the advantages of a single platform solution in driving comprehensive cost tracking, accurate forecasting, and proactive cost management strategies.
Prioritizing and mitigating software supply chain risk with Snyk and SN App VR
<p>Snyk for <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> Application Vulnerability Response gives application security teams a single view for all open source and code vulnerabilities from development to production. AppSec Teams can prioritize work and mitigate software supply chain risks, and simplify coordination with development teams, plus create automated processes for workflow tracking and process exceptions.</p>
Scale and automate cloud processes with ITOM and Cloud Cost Management
Delivering cloud services at the speed of innovation requires workflows and governance to achieve lasting transformation. With ITOM Cloud Accelerate, organizations can speed cloud adoption with workflows that automate cloud service delivery regardless of cloud providers. While Cloud Cost Management tracks cloud spending, optimizations, simulations, and FinOps budgeting provide clear visibility into your overall cloud transformation journey. See it in action -- all in one single platform.
Security Posture Control demo
<p>Join this demo for a walk through a demo of the newest addition to the Security Operations suite- Security Posture Control! Learn how Security Posture Control can help organizations get 360-degree visibility into the attack surface, detect and remediate security control gaps and unmanaged assets, prioritize vulnerabilities by asset risk, and more.</p>
Best practices to drive deflection with GenAI from an end-user perspective
<p>GenAI has grown exponentially over the past year and projections see this only increasing. In previous surveys, customers have consistently ranked driving deflection as a top reason for implementing GenAI tools. The session will review best practices for helping employees use GenAI to drive deflection. Presenters share best practices to driving a positive GenAI end-user experience; for example, ways to build trust with GenAI, and examples of how and when to best use GenAI to help users self-service when information is needed, or a problem occurs.</p>
Continuous co-delivery for the world's largest global ServiceNow CoEIs
<p>Why a different approach is needed to scale a Center of Excellence & Innovation and why the importance of fostering collaboration between customers, <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>, and partners will lead to better outcome in the long term.</p>
Elevate mobile solutions
<p>In today's fast-paced business environment, mobile solutions play a pivotal role in enhancing productivity and employee satisfaction. Intentionally designed mobile solutions lead to faster, more efficient, and highly responsive organizations. In this session, explore practices for designing exceptional mobile solutions by coupling intentional native mobile design with powerful capabilities from ServiceNow®. Whether you’re looking to improve your existing ServiceNow mobile solution or just starting on a ServiceNow mobile journey, this session offers valuable insights and actionable tips.</p>
From testing ground to success story: Building a robust ServiceNow foundation
<p>Struggling to optimize ServiceNow® for real-world needs? Join us as we unpack the journey of a high-profile Singapore government client who trusted us to implement Workspaces for their government operations. Discover the data-driven testing strategy that ensured scalability, seamless integration, and a user-friendly experience. Learn how their feedback shaped the final product, leading to their success - and how you can replicate it for your own organization. Don't miss this unique session and unlock the full potential of Workspaces.</p>
From ITSM to CSM: Achieve enterprise service management for all customers
<p>How do we expand from IT solutions to customer-centric experiences? 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> Customer Service Management (CSM) facilitates comprehensive enterprise service management transformation beyond IT, empowering your business units to collaboratively create value for both internal and external customers.</p>
From ITSM to CSM: Achieve enterprise service management for all customers
<p>How do we expand from IT solutions to customer-centric experiences? 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> Customer Service Management (CSM) facilitates comprehensive enterprise service management transformation beyond IT, empowering business units to collaboratively create value for both internal and external customers.</p>
Gaining control of AI spend: Improving visibility of AI services and costs
The rapid growth of AI services and tools in the cloud has introduced new dimensions to cloud cost management. As organizations increasingly adopt AI technologies, making sure the right projects are getting the right levels of investment is paramount, rather than wasting spend on so called experimental use. Join us as we explore some of the common challenges faced in this realm and uncover strategies to improve cloud cost visibility in AI-driven environments.
Generative AI, machine learning, and the changing asset management landscape
In this session, see how generative AI and machine learning are reshaping how asset managers are approaching IT and enterprise asset management. Learn how ML powered capabilities and workflows can help detect and correct anomalies during the normalization process, onboard contracts more quickly, and streamline thousands of tasks such as hardware and software request fulfillment. Explore what’s to come as advancements in AI are helping to reduce manual effort, streamline workflows, and enable asset managers to scale and elevate the value provided to the business.