Knowledge 2024
1056 sessions
Now Platform data foundation roadmap
<p>With the Now Platform®, customers break down silos, seamlessly connecting people, systems, and processes with enterprise-wide digital workflows. With CMDB/CSDM, we are evolving to break down even more silos by expanding our single data model and single architecture. Join this session to see demos, our vision, and roadmap for how the expanded CSDM 5.0 model meets with a new primary database and machine data to scale distributed services and power next generation data and AI-powered workflows. You’ll also learn how we are building on our world-class global cloud infrastructure with improved reliability, performance, and scalability for you to confidently chart a strong digital future.</p>
Risky Business: The move towards integrated risk management
<p>Effective risk management is critical to an organization's bottom-line. Historically, risk management within organizations has been conducted with a "siloed" approach - i.e. different departments within an organization manage their risks independently- resulting in potential redundancy in risk identification and a failure to see how risks can be interconnected within an organization. This session looks at how Johnson & Johnson and other organizations are using ServiceNow IRM to implement a "top-down" approach to assess and manage their risks- a forward-thinking concept in Risk Management.</p>
Pixel perfect PDF exports
<p>Seamlessly export pixel-perfect PDFs directly from ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span>, ensuring your documents retain their intended layout, design, and detail for the highest quality representation of data and insights.</p>
Financial Services Operations (FSO) Product Roadmap Session
<p>Join <span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;">ServiceNow®</span></span> Banking product leaders to hear about the latest and greatest innovations to Financial Services Operations, including the new and unique ServiceNow Disputes Management, Built with Visa offering. Learn about the impactful product features available today, gain insight into what’s coming, and how to best utilize Financial Services Operations to provide frictionless customer service, seamlessly adhere to compliance regulations, and reduce operating costs.</p>
Navigating the future of banking: Best practices in card dispute resolution
<p>Join this session exploring the latest trends in banking, focusing on payment card fraud prevention and dispute resolution. Learn about early detection techniques, friendly fraud, and effective dispute management. This session will also cover how Visa and ServiceNow® solutions optimize workflows, enhance analytics, facilitate real-time resolution, and improve customer centricity. Don't miss this opportunity to learn how to protect your organization, ensure you are always in compliance, and enhance your customer service in the digital banking era.</p>
Setup a document inbox using Document Intelligence
<p>Ready to say goodbye to manual document sorting? Get excited as we dive into the world of Document Intelligence! Learn how to set up a document inbox that effortlessly classifies and extracts data. This lab will guide you through all the necessary steps and provide a thorough review of the user interfaces. Don't miss out on this opportunity to simplify your document management. Key Takeaways: - Understand document classification vs extraction - Trigger multiple use cases from a single document. - Know when to use Document Intelligence effectively.</p>
3 Levels of advanced integration design: Custom Inbound REST
The Now Platform hosts a plethora of Inbound REST APIs, but which one is best to use for your custom integration? Join this advanced lab for a deep dive into the world of Inbound REST APIs! Learn how, why, and when to use Table API vs Import Set API, as well as more advanced components such as Scripted or Flow Triggered REST APIs. The lab will also talk about security, synchronous vs asynchronous processing, and testing leading practices!
Teaching ServiceNow to read using AI powered Document Intelligence
<p>Unlock the potential of Document Intelligence! In this lab, explore how ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> can seamlessly read unstructured formats like PDFs. Dive into setting up the essential elements and training the AI on real-world documents. Watch as machine learning engine swiftly grasps crucial elements, enabling seamless processes—from document retrieval to content extraction. Say goodbye to manual intervention; let the AI orchestrate the symphony of data, pushing it effortlessly to your upstream processes.</p>
Driving UX optimization with user experience analytics on Employee Center
<p>Harness the power of ServiceNow<span style="font-size: 11.0pt;"><span style="">®</span></span> User Experience Analytics to revolutionize the Employee Center's usability. This session equips users with the expertise to navigate the UX Analytics dashboard and transform user data into actionable insights. Learn to shape an organization's strategy, enhance decision-making, and boost user satisfaction through data-driven narratives. Gain the skills to advocate effectively for UX improvements, leveraging analytics to pinpoint opportunities for enhancement. Return to the team as a catalyst for impactful UX optimization in the Employee Center.</p>
Inclusive design: Enhancing accessibility in Employee Center Pro
<p>Discover how accessible design principles not only comply with the Web Content Accessibility Guidelines (WCAG) but also propel employee engagement and productivity to new heights. Through real-life client examples, learn how to leverage ServiceNow<span style="font-size: 11.0pt;"><span style="">®</span></span> configurations to foster a more inclusive digital environment. This is an opportunity to embrace digital inclusion and transform your employee experience into a model of efficiency and accessibility.</p>
Owens Corning builds the future of the digital factory with ServiceNow
<p>Building the future of the industrial plant requires the orchestration of talent, processes and technology. Hear how Owens Corning is using ServiceNow® to build institutional knowledge that show floor operators can access at their fingertips. With Now, they are building linkages across plants and across their entire business/plant hierarchy to maximize uptime.</p>
Transforming Higher Education with 4 prestigious higher education institutions
<p>Higher education is facing unprecedented levels of disruption, and as technologies like GenAI continue to evolve, so do the expectations of students and staff. Join us to discover how leading institutions Georgian College, University of Sydney, Western Sydney University, and UCLA are at the forefront of innovation, adopting digital enhancements, AI capabilities, and integrated risk management solutions to provide students with a seamless, customer-like experience, while also managing risk and building resilience. Learn how these schools are transforming the future of higher education!</p>
How to drive business automation with intelligent workflows and Generative AI
GenAI solutions are the future of low code app development, but many leaders struggle to determine which ones deliver tangible business value. Join this roundtable to learn how, on day 1 with the Now Platform®, users can accelerate business transformation and measure the results of Low Code and GenAI investments in real-time. Discover how to leveraging App Engine and Now Assist (ServiceNow®’s GenAI) to redefine the development experience beyond IT and empower their workforce to generate code, flows, and apps using natural language prompts.
Deliver an AI powered portal experience with Employee Center Pro
In today's dynamic work environment, ensuring your employees have a seamless digital experience to help improve their daily productivity and stay connected with the organization, is of paramount importance. In this hands-on lab to gain practical insights into configuring and deploying Employee Center within the enterprise. Key learning topics include: • Designing a dynamic employee-centric browsing experience • Building AI-assisted search experience for prompt response and action • Driving proactive action using personalized communications and microsites
Inform and engage employees with omni-channel news
Learn how organizations can easily create a differentiated and modern Intranet with targeted news focused on keeping employees informed and engaged no matter whether they're in the office, on-the-go, or working remotely from home. (REPEATED SESSION)
Inform and engage employees with omni-channel news
Learn how organizations can easily create a differentiated and modern Intranet with targeted news focused on keeping employees informed and engaged no matter whether they're in the office, on-the-go, or working remotely from home.
360 Exchange: The ABCs of Awesome Employee Experiences
Get a leg up on elevating your employee engagement and productivity. Explore the diverse capabilities and proven strategies that customers leverage to implement and deliver cutting-edge employee experiences. Engage in a facilitated discussion to address implementation challenges and discover effective solutions. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: Fast track your deployment of Employee Center
Join us for a collaborative journey toward enhancing self-service and engaging employees in your organization. ServiceNow experts will guide the session, offering leading practices as peers share challenges, discuss scaling ideas, and exchange success stories to collectively achieve implementation goals. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
CSDM as Code: Register microservices in the CMDB via Git repositories
<p>Struggling to get application teams to accurately keep the CMDB up to date? Learn how RapDev has enabled developers to dynamically register microservices and application services in the CMDB using YAML files in their source code repositories. In compliance with the CSDM 4.0 and tailored to maturity level, gain improved visibility into application architectures. With zero CMDB admin overhead, benefit from the automated generation of Tag Based Service Maps.</p>
Breaking barriers and building bridges in the ServiceNow sphere
<p>Despite progress, gender diversity in tech remains a challenge, with women comprising just 22% 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> community. Explore the barriers and challenges women face, get insights on thriving and leading in this evolving field. Join accomplished women developers and administrators sharing experiences, strategies, and the importance of fostering a supportive community. Whether navigating ServiceNow<span style="font-size: 11.0pt;">® o</span>r promoting inclusivity, this session empowers and charts the path for a more diverse future in the ServiceNow industry.</p>
WomenNow Meetup: Through the glass ceiling and beyond!
<p>Join this meet up to network, celebrate successes, and address the issues women face in the ServiceNow<span style="font-size: 11.0pt;"><span style="">®</span></span>ecosystem. Enjoy this opportunity to connect, exchange insights, and engage in discussions aimed at advancing professional and technical skills.</p>
Live Coding Happy Hour Live! The YouTube show we love, but more live than usual!
Grab a drink and unwind with us as we build something live on stage. Real-life development isn't so clean as our well-polished demos make them out to be. There's a ton to learn from watching experts struggle despite years of knowledge. And then tune-in at home on Fridays on the ServiceNow Developer Program YouTube channel!
From Setback to Success: Feeding your Focus and Maintaining your Motivation
<p>Even the most dedicated ServiceNow® MVPs face challenges that can dampen their enthusiasm and distract from their goals. How do they bounce back? What fuels their continued passion and commitment? Dive into this empowering session with distinguished ServiceNow MVPs as they tackle these tough questions. Discover practical strategies to overcome setbacks, sharpen your focus, and reignite your passion, regardless of the hurdles. Whether you’re grappling with motivation dips or seeking to enhance your resilience, this session will equip you with the tools to thrive in the ever-evolving ServiceNow ecosystem.</p>
Uncover the Power of OAuth in IHUB for On-Premise Systems
Join our exclusive session and revolutionize your security strategy! Discover the unparalleled strength of OAuth in IHUB for on-premise systems. Whether you're embracing Zero Trust Architecture (ZTA) or opting for simplicity without.
Integration Hub Spokes: Build once and use everywhere
Explore how to build new actions using the Spoke Generator, JSON Builder, and Parser in this session. Learn to effortlessly set up configuration templates for these tools. Additionally, discover how to integrate these actions into Flow Designer and Playbooks, enhancing workflow efficiency and automation capabilities. Ideal for those looking to streamline their integration processes.
Curious about the future of security in Integration Hub?
Join us for an enlightening session where we delve into the upcoming security features of Integration Hub. Discover how the power of Zero Touch Architecture and Personal Authentication can bolster the security of your integrations. This is a golden opportunity to get all your Integration Hub security questions answered by experts in the field. Don’t miss out on this chance to stay ahead of the curve and secure your integrations like never before. We look forward to seeing you there!
Revolutionizing operations through automation with Windward and T. Rowe Price
<p>In today's rapidly evolving business landscape, the integration of automation has become not just a competitive advantage but a necessity for sustainable growth and efficiency. This presentation delves into the intricacies of automation, automated operations, and the strategic construction of your very own "automation factory". Learn how Windward helped T. Rowe price optimize their ServiceNow® investment through automation.</p>
The Art of Proactive Security Operations
<p>This workshop will provide attendees on how they can improve their security posture through identifying, assessing and prioritizing their vulnerabilities and asset coverage while getting hands-on experience with ServiceNow Vulnerability Response, Configuration Compliance and Security Posture Control.</p>
Tackle tech and cyber risks
<p>Technology and cyber risks are a growing challenge regardless of industry or geography. Attend this demo to see 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> IRM works with other ServiceNow solutions and third-party applications to help better protect an organization from cyberattacks and mitigate new risks created through digital transformation.</p>
Effectively manage enterprise-wide risk and compliance
<p>Join this session to see 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> can help yo break down the silos in an organization and get an integrated view of operational risks enterprise-wide, to make better decisions. See how to engage everyone whether they are in the first, second, or third lines - and how to give executives much needed visibility and enable them to speak effectively to the board.</p>
Automation made easy: Build your first app
<p>This interactive workshop is a step-by-step guide through building a real-world app that can be used to streamline day-to-day work in an organization. Using ServiceNow®’s App Engine learn how to create tables, build forms, and customize a workspace to best suit how you work. Join for 100 minutes and leave with hands-on skills to apply back at work.</p>
Automation made easy: Build your first app
<p>This interactive workshop is a step-by-step guide through building a real-world app that can be used to streamline day-to-day work in an organization. Using ServiceNow®’s App Engine learn how to create tables, build forms, and customize a workspace to best suit how you work. Join for 100 minutes and leave with hands-on skills to apply back at work.</p>
Corewell Health's journey to a common platform after merger
<p>Corewell Health has been on a journey for the past three years with multiple implementation phases including ITSM, ITAM, ITOM, ITGRC, HR Case and Knowledge, HR Onboarding, APM, Employee Center, Virtual Agents and Next UI experience. Adding to the challenge, Corewell has integrated multiple provider systems through merger and has consolidated legacy processes and systems into their ServiceNow<span style="font-size: 11.0pt;">®</span> Platform. Being able to leverage a common, enterprise workflow platform has greatly reduced the complexity of integrating and harmonizing mergered departments and resources. </p>
How AtkinsRealis improved virtual agent with ServiceNow Impact
Join this session to hear how AtkinsRealis used ServiceNow® Impact to help improve their Virtual Agent implementation. With ServiceNow Impact, significant enhancements were made to Virtual Agent, empowering the internal team to better support the product moving forward.
Get started with ServiceNow Impact
<p>In this session, hear how to set up a strategy, roadmap, and blueprint for value with <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. Get a first-hand look into some of the key deliverables as a ServiceNow Impact customer.</p>
DHL Global Forwarding: Reinventing and evolving the service delivery model
<p>Discover the power of data-driven service management for efficient delivery. Learn how to integrate business partner, service, and employee-centric performance measurement to drive individual performance incentives tied to service center SLA performance and SLA compliance monitoring for business partner centricity. Join this session to gain insights into consistent KPI measurement across service delivery to prioritize quality and productivity. Learn how to optimize service processes and achieve organizational goals with data-driven service management.</p>
How Baker Hughes Transformed HR with ServiceNow
<p>For over a century, Baker Hughes inventions have transformed the energy industry. Today, the company continue to innovate and make energy safer, cleaner, and more efficient by transforming internal processes and operating systems. To support its global digital transformation, the company must rapidly hire the right talent. Within just eight months of launching ServiceNow® onboarding, Baker Hughes has reduced total time to hire by 17%. Hear Baker Hughes' CTO discuss the company's cross-platform success, including lessons learned when launching ECPro as the centralized employee portal and rapidly implementing employee journeys.</p>
Scaling Enterprise Service Management
<p>This workshop is focused on Enterprise Service Management within the ServiceNow platform. For years. IT organizations and line-of-business teams have scaled cross-functional processes using ServiceNow. Our experts will guide attendees through hands-on exercises allowing them to gain firsthand experience configuring workflows to meet even the most specific needs in fulfilling service requests.</p>
Readiness & at scale: Elevating IT for the AI era
<p>Gen AI is here to stay, but leveraging this fast-moving technology can be tricky – especially when navigating how to start, prioritize and scale. The first step? Ensuring the data foundation supports the ability to leverage the full value of the ServiceNow® platform and AI investments. Join this session for practical insights to help move from experimentation to scaled implementation leveraging Discovery, Identification and Reconciliation Engine (IRE) & the Common Service Data Model (CSDM) that supports the use of multiple foundation models and future-proofs organizations from model changes.</p>
Banking roundtable: Will AI bring a sea change to Dispute Management?
<p>Join Visa’s dispute experts along your peers to discuss how best to harness the power of AI and GenAI in eliminating fraud and making disputes a thing of the past. This session will explore: • How advancements in GenAI are transforming contact centers and case management • How self-service and transparency bring a net positive customer experience • Ways automation can help in faster dispute resolution, categorization, and prioritization, reducing the burden on customer service teams • Harnessing AI and ML to further detect and prevent fraud • Taking risk and cost out of compliance management</p>
Lab: End-to-end Third Party Risk Management (TPRM)
Join us to transform your approach to third party risk management! Discover how to use Internal Risk Questionnaires (IRQs) for risk mitigation, compliance, and reducing vendor fatigue. Learn to visualize workflow statuses and geo-risk concentrations for a better understanding of your third-party landscape. Explore the latest in assessments, event-driven rules, and management to elevate your strategies. Don’t miss this chance to turn risk management into a competitive advantage at Knowledge 24!
School’s in Session: TEC de Monterrey’ scores 95% consolidated operations in 3 Months
<p style=""><span style="font-size: medium;"><span style="font-family: Aptos , sans-serif;"><span style="color: rgb(0,0,0);">Hear how TEC de Monterrey enhanced student service experiences across the country in just a quarter. With 26 campuses nationwide, over 150,000 students, and 33,000 employees, witness how ServiceNow® propelled TEC de Monterrey to consolidate 95% of its operations within just three months. Explore how they standardized processes, elevating user experiences and driving exceptional efficiency gains. Join us for an unforgettable session as we unveil the secrets behind TEC de Monterrey's remarkable success story. </span></span></span></p> <p style=""> </p>
One size doesn't fit all: What UX research can do for your unique implementation
<p><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> products and features are created to better the world of work, but the world of work looks a little different for every customer. How can you implement ServiceNow solutions so that they work for you? Join this session for a demonstration of how tailored UX research can unlock solutions to unique challenges. The session will include UX research techniques that will help you discover your key product needs and enable you to lead intuitive and effective implementations.</p>
Leveraging UX research to transform Wells Fargo's Employee Center
<p>The <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow® </span></span></span>Employee Center is designed to improve the world of work, but that world looks different for every customer. Hear how Wells Fargo tailors the out-of-the-box functionality to meet customer expectations through UX research. This conversation isn't just about tailoring ServiceNow products, but rather about understanding the nuanced realities of working environments. If you're looking to refine your own implementation strategies or curious about UX research's impact, this conversation promises valuable insights.</p>
Optimizing conversational search
Re-imagine how users find information and execute tasks with Now Assist in AI Search. Learn how semantic vector search and Now LLM work together to deliver more intuitive and interactive search experiences. This session will cover the nuts and bolts of configuring Now Assist in AI Search for Portal and best practices for ensuring relevant results.
You sunk my mothership: Creating complex interactivity in the Next Experience
<p>That is no moon. That is the classic game of Battleship taken to a galaxy far, far away using UI Builder and the Next Experience framework. At least it will be after you join this lab where to will learn how to wire up data and interactive behaviors in UI Builder to build out the game of Battleship. Gain experience with using Data Resources, Client State Parameters, and using events as well as exposure to how custom components can be used to build out an application that doesn't just "got it where it counts".</p>
How Serco has seen the impact of ServiceNow Impact
In 2023, Serco embarked on its journey with ServiceNow® Impact. At the beginning of the year, Serco had just one system admin and two ServiceNow developers supporting about 8,000 employees in North America and it wasn't fully using its ServiceNow® solution set. Join this session to learn how ServiceNow Impact enabled Serco to ramp up to 38 trained employees and achieve a 25% increase in utilization of their existing solutions portfolio—all in just one year.
360 Exchange: Implementation & rollout strategies for Customer Service Management
<p>Ready to embark on a transformative journey to enhance your customer service capabilities with ServiceNow®? Join us for an insightful discussion on implementation and rollout strategies, gaining invaluable insights into successfully deploying Customer Service Management (CSM) solutions within your organization. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.</p>
Harnessing GenAI powered ‘total experiences’ for digital transformation
<p>Embark on a transformative journey to elevate #TotalExperiences for your customers & employees and revolutionize your IT operations through the integration of GenAI capabilities in the technology landscape. Our GenAI-powered solutions on <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> help global enterprises to innovate faster, launch products & services at the speed of digital, proactively identify opportunities for business process optimization. HCLTech’s global delivery capabilities, deep industry expertise & IPs, and consulting driven approach harness the power of Now Platform®️ to maximize the value delivery to businesses,</p>
Toyota & Anglepoint Conquer 5 Challenges to Deliver a Successful ITAM Program
<p>Dive into ServiceNow® Software Asset Management with eyes wide open! Navigate pitfalls—from lack of planning to understanding complex publisher entitlements —with sharp strategies: detailed prep, engaging training, and continuous refinement. It's a blueprint for a seamless, sustainable deployment. Learn how Toyota and Anglepoint rose to the challenge to turn SAM challenges into triumphs.</p>
