Knowledge 2024
1056 sessions
Revature, Brightspeed and RiseUp with ServiceNow
<p>Revature and ServiceNow will share the current talent market landscape and predictions on the future of digital talent. We'll showcase how we are building a pipeline of talent to meet the demands of the current economy, and how important RiseUp with ServiceNow is to engage untapped sources of talent. Brightspeed will share their experience with Revature + RiseUp with ServiceNow one-year since their first cohort hiring.</p>
Spoke Generator: Swift Spoke creation in minutes than months and easy maintenance
Unlock the potential of the Spoke Generator—transforming spoke development from months to minutes, featuring easy maintenance. Discover its capabilities: check for similar spokes, create bulk actions using third-party Open API specifications or Postman collections, and set up no-code connections effortlessly. Join us in exploring a streamlined approach to development, integration, and maintenance.
Multi-layer Caller Inspection in CodeSigning
Want to learn about the Codesigning feature in ServiceNow and get to know the multi-layer caller inspection enhancement in the Washington DC release join us in this session.
Creating a strategic roadmap on ServiceNow through Guided Architecture
Unlock the complete potential of ServiceNow and platform strategy by developing a visionary roadmap that leads to long-term success. In this roundtable, we will discuss an approach and framework to capture your organization's strategy, drivers, and goals. This approach will help you construct a multi-year journey that introduces key digital capabilities and value to support the vision.
A $100m digitization-simplifying colleague experience across business services
The London Stock Exchange Group (LSEG) is in a period of immense change, with M&A activity and a transformational business model shift underway. Join this session to learn how the company is driving the digital transformation of enterprise services and the "One Service Desk" strategy, and the evolution of LSEG's Enterprise Service Management Centre of Excellence & Innovation that's delivering big savings and productivity gains back to the enterprise at a time when it's needed most.
The transformational power of intelligent video across the enterprise
<p>Enterprise video has the power to engage and mobilize teams, drive productivity, employee experience and organizational transformation. By centralizing and securely federating video across the enterprise, video can now be intelligently delivered inside business applications and work processes used every day. This enhances and creates multiple use cases that drive individual and organizational productivity. Join this session to hear how intelligent, AI-driven video has become a transformative capability in some of today’s largest and most recognized companies in the world.</p>
Empower employees with Now Assist and Microsoft Copilot for M365
ServiceNow and Microsoft are working to integrate Now Assist and Copilot for M365. Join us and learn how to bring these two capabilities together to meet employees' needs where they are, when and how you can get ahold of the integration, and what the future holds.
Johns Hopkins, a leading research university, transforms Source to Pay
<p>John Hopkins University & Genpact will take the audience through its Source to Pay transformation journey multi-phased engagement that begins with transforming procurement operations and improving the buying experience phase two will include streamlining vendor onboarding and supplier lifecycle management. phase three will be focused on accounts payable transformation.</p>
Getting back-to-baseline: Platform success stories from S&P Global and ConocoPhillips
<p>Take a deep dive into how two of the world’s largest organizations unlocked more value after 5+ years on the ServiceNow® platform. S&P Global and ConocoPhillips had been using ServiceNow ITSM for years – one organization was grappling with over-customization and the other was challenged by an acquisition. In both cases, they teamed with KPMG to take a back-to-baseline approach to revamping their platform instances, which resulted in realizing new value. In this session, you’ll first hear from ConocoPhillips and S&P Global in a fireside chat. Then we’ll host small, interactive roundtables where you can discuss your challenges, get your questions answered, and hear from your peers on how you can reduce technical debt and become positioned to take advantage of new platform capabilities.</p>
Better Together! Interactive discussions for nonprofit customers
<p>Explore best practices, share insights, and discuss how to leverage technology to better serve communities and beneficiaries. Together, with fellow nonprofits and <span style="font-size: 11.0pt;">ServiceNow® </span> experts, this interactive session will dive into topics including digital transformation in the sector, volunteer management, the importance of cybersecurity and privacy, and how to make Generative AI work for your organization. Come ready to share challenges and dive into the details together!</p>
Streamlining Operations: Unleashing the Power of Case Management
Get ready to hear how a £45 billion insurance company in the heart of the City of London has 98% of internal customers engaging with the Now platform on a daily basis. PIC’s rapid adoption of ServiceNow as a key strategic enterprise platform, has transformed the way they work by removing manual process whilst unlocking efficiency and effectiveness. Embracing a simplistic approach across the enterprise has delivered significant value with case management and tailored solutions for regulatory compliance. This story should leave attendees inspired and motivated to tackle their business problems.
Cyber Security and Resilience Keynote: Protect business growth and productivity through threats, regulations, and change
<p>Digital everything enables growth, but also attracts cybercrime, brings vulnerabilities, requires responsible AI, and crosses IT, OT, and the cloud. Incidents affect business results and trigger fines. Join ServiceNow® leaders and customers to learn how proactive risk management, cross-functional collaboration, and AI-powered automation can help you shift from reaction to readiness. You’ll take away real-world strategies for cyber and operational resilience, crisis management, and gaining efficiency over time.</p>
Lab: Transform hospital operations and patient care
<p>Join us for an interactive, hands-on lab to learn how ServiceNow Healthcare products make it easy for care teams to report issues and request services from biomed engineering, facilities, and other ancillary departments, and track their status through resolution. Participants will experience first-hand how the low-code automation and intelligence capabilities of the ServiceNow platform, along with the healthcare data model and workflows, increase productivity of care team members, streamline collaboration between departments, and elevate patient care.</p>
ServiceNow and NVIDIA – Bringing Generative AI to Enterprise IT
<p>As adoption of Generative AI continues to accelerate, organizations are turning to trusted vendors with battle-tested, secure AI capabilities to boost productivity, gain a competitive edge, and keep data and IP secure. Through a strategic partnership, ServiceNow and NVIDIA are helping enterprise customers, and each other, drive new levels of automation to fuel productivity and maximize business impact. Hear from both ServiceNow and NVIDIA on how they've built up foundations for a strategic alliance, how they serve as each other's early adopters, and their commitment to innovating together on Generative AI solutions for enterprise customers.</p>
Global Public Sector Spotlight: Digital Transformation in Social Assistance
<p>Economic and budgetary pressures slow digital transformation and force agencies to make difficult choices on delivering social assistance to their communities. Agencies, dedicated to their mission, are managing growing demand and delivering services despite rising living costs. The <span style="font-size: 11.0pt;"><span style="">ServiceNow® </span></span> Public Sector Digital Services offering (PSDS) enables digital transformation in Social Assistance that drives efficiency and improves trust. Hear from leaders with the State of Arizona and EY as they share best practices using the platform to improve lives and resident outcomes.</p>
Putting AI to work: Shaping future-ready workforces with AI
As the headlines read, with more and more organizations adopting AI technology, jobs and roles are changing faster than ever. How can talent keep up? How can companies build an AI capable and “future skilled” workforce to address the growing talent gap? In this session, get a first understanding the specific impact of AI on geographies, industries, and roles. Learn how AI-based talent development can give organizations the tools they need to future proof their workforce in a post-AI world.
Global Business Services (GBS) on ServiceNow
Come join us for a roundtable discussion on the best strategies to manage end-to-end Global Business Services using the ServiceNow platform. In this session, we will collectively analyze organizational structures, governance, digital capabilities, and maturity frameworks to continuously innovate and scale the benefits of shifting to Global Business Services. You will also hear customer stories from those who have already embarked on this journey and discuss the critical success factors for innovating at scale.
Financial Services roundtable: Go from IT wins to customer service victories
<p>Join financial services experts for an interactive discussion designed for IT leaders and platform owners. Learn how to... -Apply IT concepts to customer services, to scale tech investments and drive growth -Provide a single, AI-powered experience layer to simplify and speed customer engagements -Boost resilience with digital service visibility and audit compliance</p>
Now on Now: How ServiceNow amp up efficiencies by 20% with self-driving process automation
<p>The era of manual automation is waning. It's time to unleash next-generation productivity with a system that increases process efficiencies by 20%. In this session, we unveil a bold vision for self-driving automation, a new paradigm shift that revolutionizes productivity and efficiency. Enter a world where automation discovers itself, optimizes processes, and delivers solutions through an intelligent cocktail of tools and AI. Discover a system that uses process and task mining, CI/CD, and real-time monitoring. And see how ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> using it — with the Now® Platform.</p>
Now on Now: How to get started with Process Mining
<p>In today's data-driven world, organizations face the challenge of optimizing their processes to enhance efficiency, reduce costs, and improve customer satisfaction. Process mining emerges as a powerful tool to tackle this challenge by providing insights into real process behaviors based on data. However, for many organizations, getting started with process mining can be daunting. This session aims to demystify the process mining journey and provide practical guidance on how to embark on this transformative endeavor.</p>
Value Keynote: How London Stock Exchange Group realizes value faster with ServiceNow Impact
<p>How do industry-leading organizations ensure their technology investments deliver the business outcomes they need? Join this keynote session to hear how ServiceNow® customers like London Stock Exchange Group use ServiceNow Impact to accelerate innovation, manage platform health, increase adoption, and realize value faster.</p>
Why Segra's ambitious growth strategy will work for you
<p>This time last year, telco leader Segra just began their TMT implementation. Today, it is pursuing OPEX reductions using SPM, CMDB, and Service Portal. Two major transformation projects within a year. How are they doing it? Join Segra execs for a behind-the-curtain look at the strategy that is supporting Segra's top line objective: building a foundation for growth via platform consolidation. This session will cover everything from M&A challenges to future plans for warehouse management - a must for those with growth agendas!</p>
Art of Deflection: Expedia's strategy for achieving 85% Tier 0 Effectiveness
<p>Join us for an enlightening session on mastering deflection. Explore the delicate balance between improving employee experience and attaining peak Tier 0 Effectiveness. Learn how Expedia Group fosters self-service adoption while providing consumer grade support from People Team, eIT, and Facilities teams — all conveniently accessible in one place utilizing Employee Center platform.</p>
Now on Now: How to simplify work for people, with a unified experience
<p>The average employee needs to access information from 20+ systems every day. Talk about chaotic and confusing. When employees have a unified place to work and collaborate, productivity and agility increase. Join this session to see how we use the ServiceNow<span style="font-size: 12.0pt;">®</span> platform to simplify workflows — and break out of an HR strategy and into an employee-focused one. Using our own solutions, we empower smarter conversations, build transparency, and save time and costs. Only then can we focus on strategic work and create a virtuous cycle with better skills data. The result? An excellent experience for all.</p>
How to extend GenAI into every corner of your business
<p>Every business recognizes the need to use AI to compete in the next wave of business transformation. But with every leader in every department tasked to “figure out” GenAI, the danger is verticalization and silos, blocking the ability to integrate GenAI seamlessly across the business so that every person, department and function works smarter. Compounding this is for GenAI to be relevant, it must be actionable in business processes that span ServiceNow® and myriad external systems and data. Join ServiceNow experts to discuss strategies to integrate GenAI everywhere in your business.</p>
An employee experience transformed – getting all employees on a unified platform
Petrobras – one of the world’s largest oil & gas companies - provides over 3,000 knowledge base articles and 300 HR services to over 45,000 current and former employees. We process over 42,000 monthly requests using an HRSD catalog integrated with ITSM and 40+ other service catalogs. We will present how Petrobras transformed HR service management, including the steps in their journey, challenges overcome, and results delivered. How the combination of HRSD with SAP and communications technology is used to deliver an exceptional employee experience.
Streamline HR & payroll with ServiceNow's Connector for ADP Global Payroll
<p>Discover how ServiceNow® Connector for ADP® Global Payroll by ADVANCE enables seamless integration between ServiceNow and ADP. We streamline HR and payroll employee engagement and enhance the employee experience. Learn more from experts from both ADVANCE and ADP.</p>
Open innovation: AI Alliance and BigCode
Open and transparent development speeds up innovation, builds trust in the AI supply chain, and democratizes human-centered AI. ServiceNow has embraced a hybrid approach, cultivating open innovation with alliances across academia, industry, independent researchers, and nonprofits while accelerating ServiceNow’s in-house GenAI roadmap. Come to this session to learn about ServiceNow's leadership roles in the BigCode project and the AI Alliance.
ServiceNow Research: The unsolved challenges of LLMs in open-ended web tasks
In this preview session, you will get a sneak peek into how ServiceNow® Research tackles the challenges of developing AI agents capable of learning new tasks on the web without prior examples. To do so, the team harnesses the capabilities of large language models (LLMs) as generalist web agents. Join this session to learn about the results of ServiceNow Research's experiments and what it means in the ServiceNow environment.
How to completely transform the ServiceDesk operation using TeamViewer Tensor
<p>IT departments are facing a slew of challenges including a mobile workforce, stringent security policies, demand for immediate resolution of issues and complex Infrastructure landscapes. TeamViewer Tensor integrates with ServiceNow® ITSM and CSM to provide remote access technology to empower ServiceNow agents to connect, troubleshoot assets and guide users remotely. Join us on this session to see in action how quickly you can onboard TeamViewer to your IT processes and how AI can be leveraged to multiply the impact of every service agent.</p>
Uncover the Impact of Intersectionality in Your Team Dynamic
<p>Learn firsthand insights from ServiceNow® Community experts as they share personal experiences and valuable tips for embracing intersectionality by fostering team trust and championing workplace allyship.</p>
Latinx Connected in Tech Community Social
<p>Join us for an exciting Connected in Tech session created for our Latinx community at ServiceNow®. There will be networking, music, collaborative activities, community platícas, and an opportunity to connect with others in the ServiceNow Community.</p>
Strategies for scaling GenAI to transform employee and enterprise experiences
Meet our Pros at HCLTech booth to discover the why and the how of the strategic approach we recommend our customers to take as they embark on their journeys to bring the power of Gen AI into their organizations. At HCLTech, we leveraging our brain trust of 2000+ experts to deploy unified experiences and harmonize siloed operations across front, middle and back offices by providing proactive & preventive measures across industries and drive successful business outcome.
How Schwarz and SAP are positioning themselves for the future with their CoEI
<p>Learn how Schwarz and SAP established Centers of Excellence and Innovation. Using ServiceNow® Impact to help ensure the long-term success of ServiceNow as a strategic platform, each organization is able to use the Now Platform® to deliver value and generate a competitive edge.</p>
Krones ServiceNow journey to a transparent, digitized & resilient IT/OT platform
<p><span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;"><span style="font-size: 11.0pt;"><span style="color: rgb(33,33,33);">Information & operational technology are the heartbeat of a manufacturing company like Krones which request smart, secure manufacturing solutions. ServiceNow</span></span><span style="font-size: 11.0pt;">® </span><span style="font-size: 11.0pt;"><span style="color: rgb(33,33,33);">ITSM & OTM Modules (e.g. OT Incident Management or OT Change Management) enable Krones to visualize, digitize and secure IT/OT to meet internal and external needs. Krones is supported by KPMG in the ITSM, IRM and OTM implementation to integrate, control and automate service management processes and to institutionalize IT/OT-Convergence in one platform. The project establishes the foundation for enhanced, service-oriented & future-proof digital business model. Potential success factors of the project are: the alignment of a holistic and integrated IT/OT governance in a build and run organization and: to align the degree of development centralization and standardization in an agile environment. </span></span></span></span></p>
360 Exchange: Master CSDM and CMDB for better decision-making
<p>Join our discussion on leveraging the Common Services Data Model (CSDM) and Configuration Management Database (CMDB) for informed decision-making on the Now Platform. Explore strategies for successful CMDB implementation, including establishing a strong foundation, tailoring CSDM, and maximizing benefits through adoption. 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>
Lab: Achieve operational resilience within your organization
Join this Operational Resilience hands-on lab to get expert training on the latest and greatest in Operational Resilience. Learn the steps to managing the many challenges to resilience including a framework for prioritizing and monitoring business service dependencies, risks, controls, and impact tolerances. This framework will help measure the ability to, and the speed at which organizations anticipate, respond, and adapt to business disruptions.
Connect your ServiceNow ecosystem to lower costs and unleash growth
<p>It’s an exciting time to be a service provider, especially when an ecosystem includes other <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> customers. Image a world where customers and partners all connect their ServiceNow workflows to yours—making it easy for them to access and manage services from their own instance with total transparency—whether that’s ordering new services, seeing how their services are performing, or tracking the status of support requests. Hear from service providers who are rewriting the customer experience playbook by connecting their ServiceNow ecosystem with automation and AI.</p>
Amplify asset governance with ServiceNow SAM and HAM
IT teams are starting to shift focus from immediate cost savings to complete asset governance. Establishing effective, scalable asset management policies, processes, and controls is now a critical priority. In this hands-on lab, dive into ServiceNow® Software Asset Management (SAM) & Hardware Asset Management (HAM) and the core capabilities that help to drive outcomes at every stage of the asset lifecycle. Through interactive exercises and real-world scenarios, gain practical experience to help drive automation and establish stronger asset governance.
Intelligent financial forecasting on ServiceNow Platform
<p>Proven Optics will share use cases on how customers are trading in Excel and email to leverage ServiceNow® for enterprise financial forecasting. Join this session and learn how customers are harnessing the power of automation to bring the entire forecasting process onto ServiceNow – delivering improved financial responsiveness, analysis, and accuracy..</p>
Uncover the secrets of Text2flow: Dive deep into GenAI innovation
<p>This exclusive 'Ask the Experts' session ignites your inner developer and dives deep into the incredible technology that powers Text2flow. If you're curious about the magic behind this revolutionary innovation and want to explore what lies beneath the surface, this session is tailor-made for you. Discover the inner workings of Text2flow -Detailed Architecture -Prompt engineering -Nuances of internal LLM -Topic discovery -Admin experience Our team of experts will talk about various technical pieces involved and how everything is put together to make text2flow robust.</p>
Workflow Studio: Implementation strategies and architectural insights
Join our Ask an Expert session to delve deep into Workflow Studio internals. Discover the intricacies of building seamless automation workflows and gain insights into the platform's underlying architecture. Learn how features like Now Assist, AI Search, commenting, and customisable dashboards enhance user experience. This session offers a unique opportunity to explore the technical foundations of Workflow Studio, enabling you to maximize its potential for your business processes.
FlowInsight Pro: Elevating ServiceNow Flow Designer to new heights
<p>Introducing FlowInsight Pro, an AI-powered Flow Doctor for ServiceNow<span style="font-size: 12.0pt;"><span style="">®.</span></span> Unleash the power of proactive flow health checks, as intelligent tool scans existing workflows, detects issues, and offers seamless solutions. Dive deep into each flow, receiving real-time health assessments and actionable insights. Allow users to effortlessly post questions, share feedback, and explore a world where Flow Designer optimization is at your fingertips. Revolutionize workflow management with FlowInsight Pro – a trusted partner in achieving peak performance!</p>
Major Security Incident Management: Level up your SOC
<p>Join this session to learn about how to can track and manage various activities that are typically part of resolving a major security incident through Major Security Incident Management. Through an intuitive workspace, incident managers and those working on an incident can propose and promote incidents to major incidents, track major security incident activities, and easily collaborate with colleagues.</p>
How CSDM empowers the full lifecycle of digital products and services
Join this session to learn how the Common Services Data Model (CSDM) is evolving to tackle the entire lifecycle of its customers digital products and services. This session will provide an overview of CSDM now, and reveal the roadmap for what’s coming next in CSDM V5.
From Excel to HR Service – The path to digitization at Notre Dame
<p>At Notre Dame, the process for driving HR services involved emailing a shared Excel sheet among managers up to senior executives at the university. This often meant a lack of visibility and file versions changing, leaving the submitter in the dark on ongoing changes. With The Anti, the company leveraged HR Service deliver to handle 15% more requests per month, providing a repository of position descriptions, reducing resources needed for processing, and increasing confidence and visibility. Come learn how Notre Dame digitized its HR operation and the lessons learned.</p>
Accelerate user validation through rapid application prototyping
<p>Figma facilitates collaboration among <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> product teams, aiding in concept development, user validation, and time-to-value acceleration. The presentation highlights how design libraries enhance efficiency and quality when implementing <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. Utilizing these resources streamlines workflows, ensuring adherence to industry best practices. Early validation identifies potential issues, saving time, conserving resources, and enhancing the user experience of ServiceNow applications.</p>
Dive into prototyping to accelerate validation with design libraries
<p>Laptops required for this session.</p> <p>Figma facilitates collaboration among <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> product teams, aiding in concept development, user validation, and time-to-value acceleration. In this hands-on session, learn to use Figma's pre-built components for quick UI design iteration. Discover how prototyping conserves time and resources before full development. Construct mockups with tangible materials based on our pattern recommendations, reflecting real scenarios. Gain skills in iterating and communicating mockups effectively, enhancing team communication and positioning you as a key influencer and leader.</p>
AI all day: Exploring LLM prompt engineering & using AI in your daily workflow
<p>Laptops required: Struggling to understand how AI works? Does it feel like you can’t use it effectively in your day to day? Learn how LLMs work from the people who are in charge of creating and training the Now LLM. Learn the principles of prompt engineering and engage in a hands-on lab that will help you understand 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> LLM model and give you ways to use AI to make your job easier and your team more efficient.</p>
Streamlining field service operations through optimized processes
Discover how ServiceNow®'s Field Service Management can help organizations deliver efficient field service experiences. Learn how to handle intraday challenges, boost scheduling efficiency, enhance on-time task execution, and reduce execution costs. This session will empower managers, dispatchers, field workers, contractors, and cross-functional teams to work smarter and more efficiently. Attend this session for an overview of Field Service Management capabilities, while building experience in configuration and best practices.
