Knowledge 2024
1056 sessions
Getting started with Platform Analytics experience and Migration Center
Join this hands-on lab to learn about migrating from Performance Analytics and Reporting to the new Platform Analytics experience. This lab will include a walk-through of the migration flow and dive deep into the new features around Platform Analytics dashboards, data visualizations, and filters.
Half baked? Ship it anyway with feature flags!
<p>Features flags is a software engineering technique that allows us to turn on or off certain behaviors in our ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> solutions at deployment time or at run time. This allows developers to integrate code constantly, by releasing incomplete features into production in a disabled state. In this presentation, learn how to implement features flags in ServiceNow deployment and how to quickly control what configurations and code are active with a flip of a switch.</p>
HR service delivery model success story with California Parks and Recreation
<p>Government agencies often struggle with prolonged project timelines. Deloitte and ServiceNow<span style="font-size: 11.0pt;"><span style="">®</span></span> partnered with California Parks and Recreation to digitize a field-based HR Service Delivery model, catering to a wide range of specialties. Join this session to learn how this solution brought employee data into focus, automating 120 employee-facing services that are accelerating completion times, increasing data quality, and creating a consumer-grade experience for a statewide workforce, all within five months.</p>
Playtika - Best customer support experience for our players
<p>Playtika is not a normal corporation. We are a world-leading mobile gaming company.</p> <p>Every game at Playtika is unique, but they all share one common approach - to deliver the best customer support experience to our players.</p> <p>Therefore, we chose ServiceNow® CSM and embedded it into each one of our games.</p> <p>We have integrated advanced features of CSM pro and AI into our service & support platform - from auto-generated personalized replies to VA and much more. This is our story.</p>
How ServiceNow AI and GenAI solutions increase user experience and efficiency
<p>Get an overview 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> AI and GenAI capabilities that can transform your user experience and organizational efficiency, with blueprints to accelerate your AI journey.</p>
How I used my Golden Ticket to create a RiseUp Rising Star!
<p>Amanda, who never worked with IT before wanted a new career. At Knowledge 2023 I got a Golden Ticket, which I gave to Amanda, giving her one year free access to on-demand learning on Now Learning. Finally she can put her life in the beauty industry, and driving subway trains, behind her. Could a CMA support an absolute beginner? But did it work, did Amanda succeed? How hard was it? How was the supporting material? How much time did it consume? What were the obstacles? Hear all about it from me and Amanda! Amanda's journey is documented in the blog https://servicenow-riseup-en.blogspot.com/</p>
Clone solution to allow multi-TB CMDB to be cloned within hours
<p>Our goal was to clone down from our ServiceNow production instance to all lower-level instances in a single weekend without any user impact. However, with our CMDB growing rapidly as more applications are deployed on the Now Platform, clone duration is prolonged with each iteration. Importing delta apps from source control post-clone on a dev instance was taking a full week, affecting application development and costing AT&T financially. Join this session to learn how AT&T and ServiceNow teams collaborated to create a solution that reduced clone impact duration from 1 week to only 24 hours.</p>
How a multi-source CMDB helped Wabtec increase security posture
<p>Wabtec, a leader in the freight and transit rail sector, knew that in order to enhance operational visibility and reduce attack risk a healthy CMDB was vital. Join this session to learn how the company carefully executed roadmap that has enabled Wabtec to build a more secure enterprise. With specific insights into the phased rollouts of Service Mapping, Service Graph Connectors, Discovery, and Vulnerability Response, you will learn how to harmonize ITOM and CMDB capabilities to improve the tracking of company-specific risk factors.</p>
“Nadija means hope”: ServiceNow to the rescue during humanitarian crisis
<p>Deloitte and <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> have joined forces to develop a solution response to the humanitarian crisis in the Ukraine and organized a cohort of non-governmental organizations to aid the victims. ServiceNow supported the initiative with an in-kind donation of relevant infrastructure and Deloitte invested in building the ServiceNow-based marketplace solution that brings remote and on-site aiding organizations together. The marketplace is called “Nadija” which stands for “hope” in the Ukrainian language. Join our session to learn how ServiceNow brings hope to the places of crisis.</p>
Now on Now: How we're optimizing costs in IT using the Now Platform
<p>While we love to celebrate explosive growth at ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>, to continue scaling, it's critical to watch our margins and costs. But we can't do that without clear visibility of spend. In this session, we'll share how the Now Platform® makes data easily visible so we can assess and build optimization strategies into everyday work. Learn the strategies we're implementing, like using app rationalization, to optimize IT costs every day...not just every so often! See how everything we do is tied directly to our own Now Platform so we can capture the right data and make smart decisions that cut costs.</p>
Now on Now: How we put AI to work for our network...going from chaos to clarity!
<p>At ServiceNow®, we embrace the future of automation and visibility in the networking space. In this session, learn how we transformed during our journey from client to cloud and see how we streamline operations using our own products. We'll talk Service Catalog, workflows, DevOps, Virtual Agent, Service Graph Connector, notifications, reporting capabilities, & more. See why this isn't a dream...it's the reality of our platform and our AI-driven network evolution. We'll show you how running on the Now Platform® lets us integrate and orchestrate seamlessly with industry-leading technologies.</p>
Now on Now: Delivering fast integrations and a consumer-grade UX with ServiceNow
<p>With hypergrowth, slow integrations can be a huge bottleneck to digitally transforming ServiceNow<span style="font-size: 12.0pt;">®</span>. How do we ensure legacy systems are ready for constant expansion? In this session, see how we put the Now Platform<span style="font-size: 12.0pt;">®</span> at the epicenter of IT operations to offer a consumer-grade UX to customers & employees. Learn how we reimagined our fast-growing integration approach, enhanced user experiences, and consolidated sources of truth using Now Platform features like Integration Hub & Streaming, supported by API Gateway & Microservices. Discover how we prioritize reusing capabilities over rebuilding!</p>
Learning to skate! How the NHL is leveraging Strategic Portfolio Management
<p>In many of 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> documents you see the crawl, walk, run methodology. At the league we added skating! The NHL’s first introduction to ServiceNow SPM was managing the project to implement ITSM. Straight out of the box and into use. No crawling just skating! In the last year, while implementing ITSM and FSM, the company has expanded its use of SPM to idea portal, demand management, strategic planning, and business goals, with the objective of driving all technology delivery. Skating with SPM provides not only the application functionality but visibility and controls to our fast-paced demand.</p>
=>, template literals, let, &=, |=, ?., **=. JavaScript ECMAScript 2021 and you!
<p>Did you learn JavaScript on the ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> platform like so many of us did? Well, your JavaScript is about 14 years out-of-date. ServiceNow scoped apps now default to ECMAScript 2021 and you have a lot of catching up to do. Join this session for a crash course of what is now available to you (and what still is not). And yes, this session's title is filled with actual new JavaScript syntax.</p>
HAM Pro FTW! PayPal’s rapid transition to HAM Pro and Agent Mobile App
Seven years ago, PayPal started its ITAM digital transformation journey using ServiceNow®. PayPal has deployed highly automated/custom tools for infrastructure/data center asset management and has been looking to bring similar capabilities to end-user asset management. With minimal effort PayPal rapidly deployed and is now leveraging HAM Pro/mobile agent app OOTB components including stockrooms, asset audits, and receiving. This session will provide an overview of PayPal’s ITAM history, approach to enabling HAM Pro, roadmap, and immediate deployment successes/value provided to the business.
Transform Enterprise Customer Experience with TMT Service Management
Delivering digital-first services to your enterprise customers just got a whole lot easier! In this lab, system administrators get a hands-on journey from configuring essential Service Bridge features to activating customer services through Account Lifecycle Events (ALE) and demonstrations of Proactive Service Experience Workflows (PSEW), providing a snapshot of the future of service management. It is ideal for those looking to leverage ServiceNow for transformative service delivery.
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>
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>
Every second counts: J&J’s Major Incident Management with alert automation
Explore how Johnson & Johnson's Digital Command Center uses ServiceNow® for end-to-end major incident communication and incident response powered by the platform workflows and Notify with Twilio. The company's strategies ensure minimal operational impact and rapid restoration of normalcy. Join this session to see how the company uses Major Incident Workbench for communication, ad-hoc alerts and on-call scheduling, all geared towards improving business resilience and responsiveness during critical incidents.
Sneak peek! Hear from the stars of the film Alt Shift Life, a Tribeca Studios and ServiceNow production
<p>Go behind the scenes of the film <strong>Alt Shift Life</strong>, a Tribeca Studios and ServiceNow production. Hear from two of our stars as they talk about their career journeys, the impact it's had on their lives, and the successful business outcomes they drive through digital transformation.</p>
World Premier of Alt Shift Life
<p>Join us for a toast as we celebrate the world premiere of the film Alt Shift Life. When ambition meets opportunity, you can rise up. Tribeca Studios, in partnership with ServiceNow and Oscar-nominated director Laura Checkoway, created the film. It follows three extraordinary individuals who have changed the trajectory of their lives and found purpose through careers in tech.</p>
How DLA Piper transformed marketing service delivery with Marketing Central
At DLA Piper, the Marketing Central team serves thousands of lawyers and their outdated platform could no longer meet their needs. The company needed to centralize tasks, standardize services, and adapt quickly to increasingly complex workflows. In this session, learn how DLA Piper created one app to govern three distinct styles of workflow—from simple, to specific, to complex—all while ensuring the Marketing Central team has oversight and visibility to every process. Hear directly from team members how the company built the app and how daily work and collaboration have transformed across the firm.
Brewing up a new OT/IT lifecycle management approach for Keurig Dr Pepper
<p>Join this Think Big session to understand the strategic approach that enabled Keurig Dr Pepper and EY teams to redefine operational visibility and digital efficiency at manufacturing sites by combining existing OT and IT data from multiple sources to create a Digital Twin and a single system of action within ServiceNow®.</p>
A blueprint for HRSD success: Empowering up to 80,000 civil servants for success
<p>Want to leverage Gen AI tomorrow, and automate onboarding process… yesterday? Don’t miss this session! Join this session learn how FASFC, Belgium’s national authority on food safety, has leveraged our HR blueprint for a successful HRSD foundation to prepare them for transformation-as-usual. Learn how the company have paved the way for delivering great experiences which could benefit up to 80,000 civil servants, from complex integrations to knowing when to say “no”. The results? Intuitive user journeys that drive high adoption and satisfaction.</p>
From paper to pixels: Auckland Transport's journey to digital transformation
<p>Embark on Auckland Transport’s journey towards Digital Transformation marked by heightened efficiency and improved Total Experience. Explore the orchestration of multiple strategic programs, encompassing the adoption of IT Service Management, IT Operations Management, and HR Service Delivery. Dive into the transition from a manual, data-entry process to a seamless, fully-digitized workflow, backed by the integration of Customer Service Management, Field Service Management, and the NOW Mobile App. Take a sneak peek into their visionary roadmap that utilizes GenAI tackling real-world challenges.</p>
99% faster service desk fulfilment: Resideo’s journey to EX success with GenAI
<p>Wondering where to start with deploying Generative AI across your platform? This is the session for you! Hear how Resideo has leveraged ServiceNow® to eliminate phone lines from the service desk through automation and self-service, supercharged by Gen AI. This session cover the journey from getting internal buy-in, the framework to project deployment, and how to keep employee experiences at the heart of your system. The outcome? Greater end-user satisfaction, and impressive reductions in fulfilment time, including 99% for BYOD requests and 95% for File Share Requests.</p>
AI-powered… everything! Build a use case to transform an organization
<p>Looking to leverage Gen AI's potential but unsure where to start? Organizations recognize the need for sustainable operations in driving loyalty through exceptional experiences, yet the path remains unclear. Join this session to uncover how to address these challenges and leave with a personalized mini-AI Value Assessment tailored to your industry, company, or line of business. Utilizing our proprietary methodology, we'll support you in identifying your AI objectives, relevant use cases, and crafting a robust AI strategy. Don’t miss out on this opportunity to turn your AI ambitions into action!</p>
Industry innovation: Consilio's transformational journey on ServiceNow
Explore Consilio's transformative journey in e-discovery, breaking free from manual processes with ServiceNow®. Discover how Consilio and NewRocket focused on driving business outcomes through tailored workflows, strategic integrations, and crafted playbooks for direct customer impact. Gain insights into revenue-impacting challenges, success steps from back office to front, and key metrics propelling Consilio to new heights in the niche industry. Learn about industry innovation and prioritizing impactful outcomes in specialized fields.
Embracing An Ethical Optimistic Future of AI: Leveraging Technology for Global Problem Solving
<p>Amidst the pressing need for strategic decision-making to shape a brighter future, there's a parallel urgency to consider their profound ramifications. While emerging technology is often viewed as part of the problem, it also holds immense potential to address human problems at scale. However, the key lies not in blindly relying on technology as a panacea, but rather in understanding the essence of humanity and leveraging technology to amplify our unique traits and capabilities. Join us as we navigate the complexities of our evolving landscape, grapple with decision-making in perpetual flux, and uncover insights and strategies for charting a course towards a more equitable, sustainable, and connected future.</p>
Imagination Unleashed: Technology and AI through Creative Fusion
<p>Join us for a captivating keynote illuminating the possibilities behind AI and how it can enhance the world of work for technologists. Explore the profound intersection of creativity and technology with two visionary leaders: Kate O’Neill, CEO of KO Insights who is committed to improving human experience using technology and Vince Kadlubek, Meow Wolf Co-Founder and Director, who is focused on opening portals of potential through immersive art. Come along as they engage in a powerful dialogue exploring the boundless potential and diverse multi-dimensionality of human creativity and how imagination influences technology. Explore the intriguing questions of imagination's role in bringing the unimaginable to life, how to unlock the power of imagination, and the transformative dance between technology and creativity. This session promises to inspire and expand your horizons. </p>
Revolutionizing workforce advancement: Unleashing the power of public, private partnerships
<p>Join us as we delve into the cutting-edge strategies and initiatives spearheaded by RiseUp to drive talent acquisition and training in cities. Discover how our digital skills workforce programs are transforming the landscape of workforce development.</p> <p>Engage with distinguished leaders from nonprofit organizations, government agencies, and corporate entities to explore the transformative potential of public-private partnerships (PPPs) in shaping the future of workforce advancement.</p>
Now on Now: How legal became a value driver using Legal Service Delivery (LSD)
<p>In this session, hear how our legal team has transformed into a bona fide value driver. Join our General Counsel (GC), legal, and DT leaders as they share how we're driving real operational value using our very own Legal Service Delivery (LSD) for legal request and matter management, contract lifecycle management, and reporting at ServiceNow®. You'll learn how we've sped up contract reviews and shortened sales cycles, managed third-party spend better, and improved the experience of our employees across ServiceNow, all by using LSD.</p>
Improve data resilience and innovate faster with the Own Data Platform
<p>In this “how to” session, learn how the Own Data Platform improves data resiliency and speeds up innovation. Explore solutions for safeguarding mission-critical data from accidental loss/corruption. See practical examples of how development and test processes can be streamlined with fast and precise data seeding. Get answers to all of your burning questions about how the Own Data Platform can protect and activate your ServiceNow® data.</p>
Simplification and Transformation through Tech debt removal
Are you overwhelmed by trying to simplify your ServiceNow environment and struggling to see the value of your investment? See how a large financial services organization rebooted a transformational ServiceNow re-platform project. We delve into our lessons learned on the importance of organizational change management, investing in the accuracy of our foundational data, and injecting automation whenever possible. Join us as we navigate the complexities and unlock the potential of migrating within the ServiceNow ecosystem.
Getting outside IT with Kyndryl & GenAI: 5 ways to make a difference in industry
Millions of Digital Workers left the building during Covid, becoming Digital Nomads. While many IT departments are still focusing on “back to work” initiatives, Kyndryl’s Digital Workplace practice is blazing a path forward, building new employee experiences in key industries with ServiceNow® Now Assist for ITSM and CSM. See how Kyndryl automates routine tasks like data entry and transaction processing for core IT services, and goes beyond with specialized employee experiences for Retail, Travel and Health workers, using ServiceNow’s Large Language Learning Models and Kyndryl small ones too.
From analytics to insights with User Experience Analytics
Join this hands on lab for a deep dive into User Experience Analytics. Learn how to measure your application's usage, user adoption, and engagement. Supported applications include experiences from Next Experience, Service Portal, ServiceNow® mobile, and Virtual Agent. This session will cover how to approach your usage analytics and discover insights on users' behaviors and experience. Insights gathered can help you identify opportunities, optimize your implementation, and benchmark your progress across different channels of the Now Platform®.
Modernize your change management process
<p>Are you stuck with wanting to use more data driven automation to speed up your change approvals, but not sure how to get there with your highly customized legacy change process? This lab will show you how to accelerate change velocity and manage compliance all while mitigating risk. Modern change practices can leverage features such as fit for purpose models, success scores, DevOps data, change approval policies and more!</p>
Turning the page: Shift from documentation to delivering returns using BPM
<p>In this session, we'll dive into our 18-month journey, leveraging BPM solutions in ServiceNow® for process re-engineering. We've simplified, standardized, and automated processes, creating an authoritative source of truth and a substantial transformation that brought returns for our corporation. Discover how ServiceNow entities enable real-time analytics, yielding valuable insights. Additionally, we'll showcase a pioneering use case that exemplifies this approach and the significant savings achieved.</p>
Explore the future of business systems beyond ERP
ERP isn’t dead. But, the way business works has changed. Shouldn’t your business application architecture change too? In this interactive roundtable, discuss how intelligent workflow automation on the ServiceNow® platform can enable business transformation. Pre-packaged and low code solutions from ServiceNow and its partners can deliver innovation faster and at lower cost and risk than traditional ERP-centric upgrade cycles. This reduces cost, complexity, and employee frustration.
Delivering modern enterprise services at the tactical edge
<p>Every mission, whether operational or business, continues to be digital at the tactical edge. Logistics, maintenance, IT, HR, and other requests cannot wait for ships to be back in port: staff need to be able to carry out their tasks, whether connected or not, via a single interface. Overcoming the unique challenges of the distant edge enables mission agility. For example, by taking the Now Platform<span style="font-size: 11.0pt;"><span style="">®</span></span> onboard US Navy ships, the Chaplain Corps can report analytical data about the health and well-being of Sailors and Marines across the entire fleet, empowering leaders to make informed decisions.</p>
FastForward EX: Ignite the future of work with a modern digital workplace
<p>Disparate service portals and inconsistent HR operations create a disjointed experience for employees. Discover how, with the help of Deloitte's FastForward EX accelerator, organizations are undergoing a transformative journey to provide a unified, consistent, and efficient self-service employee experience in as fast as 9 weeks! Join us to learn how this single, cost-effective services portal is breaking down silos and freeing up critical time for workforces everywhere.</p>
Navigating the governance, risk, and compliance landscape with Windward
<p>In an era marked by rapid technological advancements and increasingly stringent regulations, the intersection of Governance, Risk, and Compliance (GRC) within regulated enviornments presents unique challenges and opportunities. This session delves into the critical role of GRC and navigating the complex landscape.</p>
How KeyBank brings visibility to enterprise technology with ServiceNow Impact
<p>Are your executives looking for proactive insight on how to better manage technology and reduce risk? Learn how ServiceNow® Impact is helping KeyBank mature its digital transformation journey. With ServiceNow Impact, KeyBank has accelerated progress toward developing a "well managed" dashboard that provides insight into how the business of technology is being run, reducing operational risk through proactive monitoring and support—and elevated visibility to executives—allowing the company to maximize the return on their investment in ServiceNow.</p>
From legacy to cloud-native: Transforming operations at Equinix
<p>The path to transforming from legacy to cloud-native is a challenge every technology company is faced with. Simplifying and streamlining operations through AI and automation is the goal, but where do you start? Hear from Equinix, the largest global data center and colocation provider for enterprise network and cloud computing, as the company shares its lessons learned on adopting a cloud strategy to streamline operations—connecting case, incident, and orders workflows on a single, cloud-first platform.</p>
Delivering a consumer-grade, one stop shop HR experience for BASF
Discover the ongoing collaboration between BASF and EY Teams, where a unified, consumer-grade employee experience was created via the ServiceNow® HRSD solution. Learn how joint BASF and EY Teams maximized design, personalization, self-service, and automation elements to deliver this unique, one stop shop HR portal. This includes a deep dive into how diverse customer personas were developed and used to ensure a scalable and efficient experience. This session will also discuss how AI can be injected into the experience to improve future performance analytics and trend identification.
In Vino, Inspiratio (In Wine, Inspiration)
<p>Sit back and drink in the story of how ProAssurance President of Healthcare Professional Liability applied the lessons of his lifelong passion for winemaking to inspire the team’s bold and transformational use of <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> across its enterprise insurance business. From Napa Valley to ‘Bama Pride, Rob’s cross-country personal and professional journey blends symbolic and practical anecdotes of vision, planning, patience, orchestration, and continuous improvement in a way that moves beyond technology into culture, communications, collaboration and trusted partnerships.</p>
Polishing hidden potential: A mining company strikes ServiceNow gold
<p>Join Jason Bissonnette, NOW Platform Lead at Teck Resources, on a journey revealing how they transformed ServiceNow® from an IT ticketing tool into a strategic platform. Initially an underutilized platform since 2011, ServiceNow is now a linchpin for future cross-functional success. Discover how Teck has enabled gains in efficiency and operational visibility by instituting an innovation-focused Center of Excellence and prioritizing a >80% company-wide CMDB health score. And, learn how to accelerate Strategic Portfolio on NOW with details on Teck's current application disposition project!</p>
Bridging strategy & execution: WestJet's strategic portfolio management journey
<p>WestJet, aiming to prioritize investments and validate project value, digitally enabled their strategy with <span style="font-size: 11.0pt;"><span style="">ServiceNow® </span></span> Strategic Portfolio Management. WestJet now has a company-wide portfolio that updates real-time, a unified view of demand, and can prioritize and schedule granular work while keeping teams aligned on broader strategy. Join this session to see a demo showcasing how ServiceNow helped WestJet bridge the gap between strategy and execution across the entire organization (from Commercial to Fleet), leading to efficient decision-making and effective portfolio execution.</p>
Navigate AI privacy with confidence
Unlock the potential of ServiceNow® Now Assist without exposing Personal Identifiable Information and proprietary business information. Now Assist is a game-changer that can significantly elevate the ServiceNow experience and with tools such as Column Level Encryption and Data Privacy to ensure that Large Language Models are built with security, privacy, and governance by design. Come explore approaches to safeguarding sensitive data from LLMs, mitigating unauthorized access to sensitive information and ensuring compliance with data privacy regulations.
Protect sensitive data and stay compliant using ServiceNow Data Privacy (Vault)
Safeguarding sensitive data is critical to preventing data from being misused and is essential for any security strategy. ServiceNow Data Privacy provides comprehensive protection of your organization's most valuable asset, it's data. Join us to learn how to increase your employees' and customers' trust, safeguarding sensitive data and ensuring compliance with regulations like GDPR and CPRA.