Knowledge 2024
1056 sessions
Transforming Employee Service Experience with App Engine for ERP & HRSD
<p>Danone, a leading global food company that aims at bringing health through food, has embarked on an ambitious journey to transform its employee experience. Through ServiceNow’s App Engine and HR Service Delivery, Danone has developed a simple yet state-of-the-art portal app, enabling its employees to significantly enhance their digital life within the company. With MyDanone and its sister service portal, Founda, employees now have seamless access to all key corporate information, knowledge, tasks, and the ability to manage their requests (HR, P2P, I2C & IT) in an empowered manner, increasing engagement and productivity. Join us to discover the incredible outcomes Danone has achieved with ServiceNow, and learn about their exciting plans for the future.</p>
Efficiently managing third party data exchange using ServiceNow TPRM
<p>Third party data exchange, the formal and structured sharing of protected data elements, has become a key necessity for many organizations facing regulatory oversight and various privacy mandates. In this session, hear Comcast's tips for success to streamline the process of recording PI and non-PI data elements, helping satisfy legal and privacy compliance requirements. Learn smart ways for both external customers and internal users to use multi-level workflow capabilities for streamlined reviews and approvals, and what’s next in their journey.</p>
Achieving efficient project management and strategic alignment with SPM and SPW
<p>Wellstar Health System is a non-profit healthcare system and one of the largest in Georgia. They partnered with INRY to retrofit their existing ITBM solution into a comprehensive ServiceNow Strategic Portfolio Management solution seeking extensive visibility into project timelines, milestones, and SLAs, along with the ability to understand project and resource dependencies. Learn how Wellstar achieved enhanced communication, efficient project management, and strategic alignment of resources across various aspects of their organization, given multiple avenues of request for work.</p>
Qualys and ServiceNow: The Cyber Defense Alliance
<p style=""><span style="font-size: 16.0px;"><span style="font-family: Aptos , sans-serif;"><span style="color: rgb(33,33,33);"><span style="color: black;">What is the record of truth when it comes to asset inventory? </span></span></span></span></p> <p style=""><span style="font-size: 16.0px;"><span style="font-family: Aptos , sans-serif;"><span style="color: rgb(33,33,33);"><span style="color: black;">In most organizations, the CISO and CIO have different views. But why can’t they both be right? </span></span></span></span></p> <p style=""><span style="font-size: 16.0px;"><span style="font-family: Aptos , sans-serif;"><span style="color: rgb(33,33,33);"><span style="color: black;">In this session, learn to create a unified source of truth between Qualys and ServiceNow® to: </span></span></span></span></p> <p style="margin-left: 72.0px;"><span style="font-size: 16.0px;"><span style="font-family: Aptos , sans-serif;"><span style="color: rgb(33,33,33);"><span style="font-size: 10.0pt;"><span style="font-family: Symbol;">· </span></span><span style="color: black;">Add business context from the CMDB to your security program to turbocharge prioritization </span></span></span></span></p> <p style="margin-left: 72.0px;"><span style="font-size: 16.0px;"><span style="font-family: Aptos , sans-serif;"><span style="color: rgb(33,33,33);"><span style="font-size: 10.0pt;"><span style="font-family: Symbol;">· </span></span><span style="color: black;">Eliminate blind spots in your CMDB, including missing assets from the external attack surface and rogue IoT assets </span></span></span></span></p> <p style="margin-left: 72.0px;"><span style="font-size: 16.0px;"><span style="font-family: Aptos , sans-serif;"><span style="color: rgb(33,33,33);"><span style="font-size: 10.0pt;"><span style="font-family: Symbol;">· </span></span><span style="color: black;">Reduce MTTR by 50% with accurate ticket mapping </span></span></span></span></p> <p style=""><span style="font-size: 16.0px;"><span style="font-family: Aptos , sans-serif;"><span style="color: rgb(33,33,33);"><span style="color: black;">Join us to prove the CISO <em>and</em> CIO correct when it comes to a complete asset inventory. </span></span></span></span></p>
Drive ServiceOps excellence through ServiceNow DEX
NFP was seeking to better understand its employees' experience with company-provided devices and applications, and to proactively identify and resolve issues before they escalate into IT tickets. With ServiceNow® Digital End-User Experience (DEX), NFP can collect and process real-time data from employee devices and applications, minimizing downtime and optimizing organizational efficiency. The session will cover our DEX implementation and the company's plans to drive proactivity across service operations & service management teams.
Re-imagine What Good Looks Like: Migrating ERM from Archer to ServiceNow IRM
<p>Your current risk management system is over-customized, offers a poor user experience, provides minimal reporting and will soon be going out of support. Why invest in a solution of the past? Learn how Bruce Power successfully moved their risk management program from Archer to ServiceNow® and re-imagined what good looks like.</p>
Now on Now: Turn insights into actions with the Now Platform & GenAI
<p>Did you know the Now Platform® has over 40 capabilities powered by AI and GenAI? In this session, we'll share how these AI capabilities drive value in three critical areas involving speed, experience, and decisions. Learn how we use our platform to get insights into what's working and what's not working within each workflow so we can continuously improve. We'll bring our catalog of capabilities to life through demos so you can see how every persona, function, and workflow is armed with intelligence that elevates the overall experience, helps us make better decisions, and drives results.<br /> </p>
Now on Now: How to measure and calculate Gen AI value
<p>Ready to implement Gen AI into workflows, but not quite sure how to will calculate the added value? If so, join this demo to see how <span style="font-size: 11.0pt;"><span style="">ServiceNow® </span></span>is measuring the value of Now Assist.</p>
Now on Now: How we measure and calculate GenAI value
Ready to implement GenAI into workflows, but not quite sure how to will calculate the added value? If so, join this demo to see how ServiceNow® is measuring the value of Now Assist.
Now on Now: Unleash the digital experience revolution
<p>Forget paper trails and robotic phone trees – ServiceNow<span style="font-size: 12.0pt;">®</span> is blasting off into a new stratosphere of digital customer and employee experiences. We’re taking consumer grade digital experiences to the next level with AI, mobile, and omni-channel tech to make our customers, agents, and employees happier and more productive while enabling us to drive revenue and manage internal costs. Don’t miss this chance to learn how we’re using the Now Platform<span style="font-size: 12.0pt;">®</span> to create the end-to-end digital experience of the future.</p>
Now on Now: Deliver delightful end-to-end customer workflows
<p>Our 8,100+ global enterprise customers include approximately 85% of the Fortune 500, and our 99% renewal rate is unmatched in the cloud tech space. How did <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> do it? A world-class platform, powerful products, and frictionless customer experiences. In this session, we’ll focus on the later – how we’re delivering consumer-grade digital experiences to 1M+ monthly users to drive long-term loyalty and improve the bottom line. Come learn about our end-to-end approach, from how we use portals, GenAI, and AI search on the front-end to how we utilize workspaces and microservices behind the scenes.</p>
Delivering on the promise of GenAI in Telecom: An Interactive Discussion
<p>Generative AI has arrived, and Telcos are among the first to adopt and benefit from this promising technology. At the same time, the full realization of value will take time and Telcos still have considerable challenges to overcome on their journey to using GenAI at scale. Join this interactive discussion on leveraging GenAI to drive growth and reduce costs.</p> <p>Key topics:</p> <p>• Reshaping your growth strategy with GenAI</p> <p>• Monetizing the network with GenAI</p> <p>• Putting humans in the GenAI loop</p> <p>• Large Language Models: Buy vs. Build?</p> <p>• GenAI success stories in service and network operations</p>
Interactive demo: Putting GenAI to work for customer service at BT
<p>Curious about how <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> customers are increasing productivity and transforming experiences using GenAI on the <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">Now Platform®</span></span></span>? In this demo, see how BT is looking to rewrite the customer service playbook with Now Assist—reducing manual work for agents with case and incident summarization, resolving issues faster with recommended resolution notes, generating knowledge articles and work notes automatically to save agents time, and putting the right information in the hands of agents and employees alike to deflect cases. A must-see demo for anyone looking to get started with Now Assist.</p>
Now Assist at Trimedx
<p>Trimedx, a clinical engineering and clinical asset management company, uses ServiceNow to manage its business processes and improve technician efficiency. They have successfully adopted Now Assist for Text to Code and Text to Flow, with positive feedback from developers. Their focus is on leveraging these tools to drive ROI and increase productivity within the ServiceNow platform.</p>
Developing empowered Citizen Developers at ProAssurance
<p>Discover how ProAssurance transformed its citizen developer initiative to prioritize enhancing end-user experiences through strengthening their citizens' empathy skills. In this customer conversation, learn the value of equipping citizens with the proper resources to create exceptional experiences.</p>
Hyatt's CSM journey: From fully customized to an out-of-the-box solution
<p>Join Hyatt Hotels Corporation's Shared Service Centers to hear a 15-year ServiceNow® journey. From a custom-built customer service application to the ServiceNow CSM module, witness its transition, data enrichment, and elimination of the ‘Swivel Chair Challenge’. Learn more about Hyatt Hotels' team improved UI/UX, saving hours for CSM agents, achieved 30% faster guest case resolution, and enhanced agent performance. Don’t miss this transformative tale of efficiency.</p>
Customer panel: Discovery wins races, but visibility wins championships
<p>Formula 1 championships aren’t just speed and skill speed and skill; they require comprehensive data visibility. Just as in F1, enterprise-wide visibility is essential for achieving technology excellence. Join Cigna, Nordstrom, and Newell Brands to learn how ITOM Visibility solutions enable data-driven decisions based on business impact, prevent certificate outages, and bolster firewall security posture. Come hear from industry leaders how to get the most out of ITOM in order to reach the top step of the podium.</p>
Beyond IT: Expanding ServiceNow across the enterprise to drive platform ROI
<p>Join this session to hear about two transformations that went beyond IT - one in healthcare and one in financial services. A healthcare organization used ServiceNow<span style="font-size: 11.0pt;">®</span>, to extend its enterprise influence and achieve substantial cost savings through integration with Microsoft Teams and Mobile calling and implemented ServiceNow Agent Mobile App to eliminate the need for pager software. A global financial services company overcame challenges by digitizing workflows for over 14 functions - enabling case management, auditability & SLAs - and also leveraged universal requests for cross-departmental efficiencies.</p>
Igniting Success: Fireside Chat on Retail Trends and Industry Expertise with Sunoco
<p>Join us for an engaging fireside chat where we will hear from our seasoned panel of experts including <strong>Kellie Romack</strong>, SVP, Digital Technology Experience at ServiceNow, <strong>Hannah Datz</strong>, Area Vice President, Customer Service Management at ServiceNow, and <strong>Jen Holman</strong>, Director, Strategic Sourcing & Capital Planning at Sunoco. They will be discussing the latest trends shaping the retail landscape, the power of technology in driving the industry evolution, and how Sunoco is leveraging ServiceNow and our newly released Retail Operations solution.</p>
Spotlight on the Telecom Industry
<p>The advent of AI has emerged as a powerful catalyst for innovation and growth in Telecom. This new era requires new strategies, all of which are underpinned by the need for a common, digital-first foundation; one that connects the people, processes, and data responsible for the work that will help Telcos accelerate digital transformation. Get ready to be inspired by leading Telcos as they share a new industry vision, one of digital optimism.</p>
Choose your own success path: Navigating ServiceNow implementation models
<p>Are you currently embarking on a <span style="font-size: 11.0pt;"><span style="">ServiceNow® </span></span> expedition and choosing your path to implementation success? Join our session and explore the diverse implementation paths available – from ServiceNow Expert services to Certified Partners, or even the DIY route. Equip yourself with the knowledge to make the right choice for your journey. Adventure awaits – add to your agenda now!</p>
Unlocking the Tech Dilemma: Configuration vs. Customization Unveiled!
<p>Configuration vs. customization – the ultimate tech debate! Our experts will dive into the lively debate in this session. Spoiler alert: it's all about mastering your tech debt to ensure a healthy instance and seamless upgrades. Don't miss out on the insights that could transform your approach – add to your agenda now.</p>
Calling all ServiceNow Admins: What's your favorite administrator tool?
<p>Join this interactive session with other administrators to share how you use the administrator tools built into ServiceNow and learn from your peers about how they manage their platform.</p>
Unifying media giants: Building foundations for the Warner Bros. Discovery enterprise service platform
<p>In April 2022, Warner Media and Discovery merged to form Warner Bros. Discovery (WBD). Within IT, employees were left with multiple platforms, each with different processes and data architectures. Learn how WBD built a converged Greenfield platform to support a transformed set of global IT. Delivered in eight months, supported by hundreds, and delivered though a core set of principles, the program unified IT operations and established an impactful end user experience through EC. Learn about WBD's ambition to build forward, forming an Enterprise service mgmt layer and one-stop-shop employee experience.</p>
Harnessing AI driven insights to resolve outages and optimize business outcomes
Discover how CGI UPRiIT delivers a revolutionized approach to IT service management, resulting in notable improvements in efficiency, reliability, and customer satisfaction. Learn how UPRiIT and ServiceNow® leverages the strategic utilization of AI algorithms for predictive analytics, proactive issue resolution, and automated decision-making processes. Through an exploration of the solution components, this session will demonstrate the benefits of incorporating AI into IT service management practices, including cost savings, improved operational agility, and enhanced end-user experience.
Maximize value from CMDB-visibility, workflow automation, & real-time data
<p>In today's complex, versatile, data-driven, AI-powered world, we depend increasingly on data integrity and quality. Large organizations must depend on centralized models to drive decision-making, AI patterns, and predictability to make existing and future processes efficient, cost effective, and highly automated. In this session, hear how Fox Corporation is supercharging their ServiceNow® CMDB with Tanium's real-time high-fidelity data to get complete visibility into their asset data, automate patching, and unlocking maximum value from their ServiceNow investments.</p>
Creating a visionary strategic roadmap that paves the way for long-term success
Unlock your ServiceNow strategy's full potential by creating a visionary roadmap that leads to long-term success. In this session, you'll learn an approach and framework to capture your organization's strategy, drivers, and goals. You'll then construct a multi-year journey that introduces key digital capabilities and value to support the vision.
Accessibility Best Practices: How to customize software and keep accessible
Join our Accessibility Subject Matter Experts at ServiceNow to learn best practices and tips on how to customize ServiceNow software while keeping it accessible. 1.6 Billion people have a significant disability and need to have accessible software. Learn about tools ServiceNow provides to help you, as you customize the OOTB accessible software.
Now on Now: Consumer grade customer experiences
<p>How <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;"><span style="">ServiceNow® is</span></span></span></span> delivering consumer-grade, digital experiences to 1M+ monthly users to drive long-term loyalty and improve the bottom line.</p>
Unlock developer velocity with continuous delivery pipelines at scale
<p>In today's fast-paced, digital-first world, delivering new features reliably is critical to remaining competitive. But scaling continuous delivery practices to support globally distributed teams introduces new complexities for development teams. This session will discuss architectural patterns and practical strategies for empowering developers to move fast while maintaining quality. Explore how self-service continuous delivery pipelines and other DevOps best practices maximize developer productivity at scale. Learn how to build pipeline that scales and unleashes developer velocity.</p>
Better Together: Platform Analytics and Process Mining
Platform Analytics helps process stakeholders understand how their processes are performing through trend based analysis of key performance indicators (KPIs) to answer questions about "what" has happened and "where" we are heading. Process Mining helps us answer all of the follow up "why" questions about those trends and gives us visibility into process inefficiencies and improvement opportunities. Join this session to learn how Platform Analytics and Process Mining complement each other to drive continual process improvement on the Now Platform®.
Generative AI powers the Now Platform® – learn how you can get started NOW!
AI – and particularly Generative AI – has changed the way we think about work. In 2024 and beyond, every company will need to formulate a vision and strategy to incorporate artificial intelligence to increase productivity, transform experiences and become more agile. The Now Platform® leverages AI at its core and across workflows to provide answers, make predictions, and automate repetitive tasks. Join this session to learn about the steps you can take to put AI to work with Now Assist powering your workflows.
Embracing neurodiversity in the tech industry: Fostering inclusion & innovation
<p>Join this session on driving positive change, unlocking creativity, and fostering success in the tech industry through embracing neurodiversity. Explore the challenges and opportunities of neurodiversity in tech. Learn how embracing neurodiversity leads to an inclusive and innovative workplace. The panel shares insights on understanding strengths, inclusive hiring, and supportive environments. Discover strategies to recognize and value all talents.</p>
360 Exchange: Securing your instance in the new age of AI
Join us for an illuminating session where we’ll explore the intersection of AI and security within the ServiceNow ecosystem. By connecting with ServiceNow experts and your peers, you will gain practical insights to help you fortify your instance against emerging risks. 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: Securing your instance in the new age of AI
As the adoption of AI continues to grow, organizations are tasked with securing their ServiceNow instances against evolving threats in this new digital landscape. Explore the intersection of AI and security within the ServiceNow ecosystem and receive practical insights to help you fortify your instance against emerging risks. 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.
Now on Now: Using GenAI and Now Assist for SPM
<p>Find out how Strategic Portfolio Management is leveraging Gen AI.</p>
Customer Panel: Gen AI early adopters using Now Assist for ITSM
<p>Looking to accelerate employee self-service and agent productivity? Hear how three early adopters of Now Assist for ITSM – a ServiceNow GenAI offering – have moved from planning to quick implementation, to seeing benefits. IT teams at Accenture, Coursera, and USI can tackle more complex incidents, pursue strategic initiatives, and delight leadership with Gen AI. Attend this panel to learn how Now Assist can help you do the same.</p>
Accelerate Wealth Management through automation
<p>Financial institutions globally use thousands of homegrown tools to copy data in and out of Mainframes to conduct their operations. In this session, learn how Kyndryl is securely transforming banking processes (e.g., cash withdrawal) with ServiceNow® as a single system of action by automating workflows between mainframes and legacy platforms, and slaying thousands of manual processes. Kyndryl’s approach can be extended to other mainframe-intensive industries such as retail, distribution, and supply chain, to accelerate response time, reduce errors, and improve customer experience.</p>
Women In Tech: Identifying and mitigating burnout
<p>Burnout creeps up on us slowly, often without notice and when it hits we may not even be able to name it except to know we are exhausted. And while “tech use” itself has transformed productivity an extended use of tech without breaks can also lead to burnout. Join this Women in Tech panel discussion explores how several tech leaders recognize when they are experiencing exhaustion and explores best practices for making time for their minds and souls to recover from exhaustion and burnout. </p> <p><em>Seating is limited</em></p>
Mastering the cyber future: A blueprint for building operational resilience
<p>This session delves into Tanium and Plat4mation's partnership, focusing on boosting operational resilience by merging cybersecurity and compliance with regulatory directives. It emphasizes the importance of resilience against cyber threats, GenAI, regulatory demands, and showcases the synergy between Tanium, Plat4mation, and <span style="font-size: 11.0pt;">ServiceNow®</span>. Inspired by Plat4mation's Hackathon, attendees will learn strategic frameworks for anticipating threats, practical compliance tools, and how to integrate these solutions into their cybersecurity strategies, preparing for an unpredictable future.</p>
Now on Now: Transforming our customer & employee experience with AI
<p>ServiceNow <span style="font-size: 12.0pt;">®</span>saved $180M in 2023 by enabling self-service options that helped avoid the need for employees and customers to request support. But that’s just one part of how we’ve applied AI across the entire support lifecycle. Using our GenAI driven platform, we’ve improved customer satisfaction with the entire support experience from issue to resolution, while also increasing support engineer efficiency by 10%. Join us to learn about how we used AI at every step of our customer and employee support experience and the lessons we’ve learned along the way.</p>
Now on Now: Learn all about Self-Service
<p>Attend this demo to learn what constitutes self-service, along with insights into 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> measures and delivers value.</p>
Building your strategy and business case for Now Assist for ITSM
Everybody is excited about GenAI, but many don't know where to begin. Join this facilitated roundtable discussion to share your questions, ideas, and hear from peers planning and who have already begun their journey with ServiceNow's GenAI solution, Now Assist for ITSM.
Custom integration with SQL Server using IntegrationHub
<p>Integrating SQL Server with ServiceNow<span style="font-size: 12.0pt;">®</span> requires a number of steps to be followed, any of which can prove to be a roadblock to making it work. In this lab learn the necessary architecture, configurations, and plugins required to successfully create your own integration using IntegrationHub.</p>
Transforming supplier collaboration at Boeing
To improve collaboration across the supply chain, Boeing has leveraged ServiceNow® Supplier Lifecycle Operations and developed custom playbooks using Playbook Automation Designer. In this session, discover how Boeing defined and implemented playbooks with custom activities to enable supplier engagement with Boeing engineers within the application. Attend to understand the challenges, lessons learned, and outcomes using playbooks in SLO. Learn how recent functionality enhancements to PAD in Vancouver are being used to improve playbook usability and what’s next on Boeing's roadmap.
Lab: Reinvent how to resolve disputes with ServiceNow and Visa
<p>Join this interactive lab to learn how to dissect card dispute processes. See how ServiceNow® Disputes Management, built with Visa, creates one digital experience for cardholder-centric service. Get familiar with the technical product features such as pre-built workflows integrated with Visa’s Value-Added Services, and a unique, comprehensive integration with Visa rules, questionnaires, and reason code mapping. Learn how banks can speed customer service, automate intake and deflection, seamlessly adhere to regulations, and reduce costs.</p>
AIOps Prescription for self healing
<p>As customers' on-prem and cloud infrastructures expand, expenses for staffing and outsourced services supporting traditional event management have risen too. The surge data overwhelms our customers' teams, leading to manual, repetitive, and costly responses to outages. Join Alcor to discover the paradigm shift required to move from a costly reactive approach to a proactive, predictive self-healing strategy using ServiceNow®®’s AIOps. This session will outline the step-by-step journey and share key lessons learned.</p>
Identity and access management win: The Brightspeed blueprint
<p>Brightspeed, a top US telecommunications company, partnered with Alcor to streamline onboarding and offboarding for employees and contractors. Join this session to explore the transformative journey of identity management with Alcor’s advanced Identity and Access Management (IAM) solution, AccessFlow. Leveraging the ServiceNow® platform and a collaborative effort with the Brightspeed team, AccessFlow introduced robust integrations and resilient IAM capabilities. The result is an automated, compliant, and unified onboarding and offboarding process.</p>
The banker's guide to Gen AI
<p>Generative AI is revolutionizing the banking industry by offering substantial potential for increased productivity and revenue growth. Projections reveal an impressive boost of 2.8%-4.7% in annual industry revenues, amounting to a staggering $200 billion to $340 billion*. To seize this opportunity, banking business and technology leaders are navigating the delicate balance between quick adoption and the risks associated with new technology, data complexities, and cyber threats. Join ServiceNow and Accenture’s banking experts for a discussion on how to get started, exploring practical Generative AI use cases. Unlock productivity, agility, and frictionless customer experiences to position your bank at the forefront.</p>
Learn how the new Design System can help you create great workspace experiences
Introducing the ServiceNow® Design System! The design system includes a collection of reusable components and patterns used to assemble and build ServiceNow experiences. It also includes comprehensive design and code guidelines to help ensure consistency and coherence in the design. This session will share how to access the design system and how it can help to make users more successful in designing and building Workspace experiences.
