Knowledge 2024
1056 sessions
Ask the Experts - Custom components
ask the experts about components
Ask the Experts: Collaboration Calendar delivers insights
<p>Collaboration Calendar allows you to quickly plan, organize, categorize and share a calendar from the Employee Center along with a simple and intuitive UI experience. With this No-Code app, anyone can collaborate and securely leverage platform data without writing or touching the platform interface. Ask <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> engineers who built it how they overcame the challenges of creating an alternative view of calendaring and collaboration</p>
Reduce costs, minimize risk, and align with the business using APM
A proliferation of applications leads to wasted cost. There should be a strategy to reduce, retire, or maintain those applications however, these decisions should not be made without aligning to business strategy. Learn how Application Portfolio Management can help businesses reduce cost by mapping applications to business capabilities that align with strategy and create roadmaps for application disposition reducing risk to the business.
Roundtable - Accelerate your decision making to reduce cost and risk with APM
<p>Join our roundtable where we'll explore how your organization can harness Application Portfolio Management (APM) to modernize and enhance visibility, gaining better control over your business application portfolio. We'll delve into strategies for uncovering opportunities to optimize your business application budget and identifying areas where IT funds are tied up in obsolete or underutilized applications. We'll address the importance of recognizing critical business applications that may be at risk due to hardware and software components reaching end-of-support or end-of-life status.</p>
Maximizing ROI with Strategic Portfolio Management
<p>Join us for this roundtable to meet and discuss how your organization can leverage Strategic Portfolio Management (SPM) to deliver strategic technology initiatives. You’ll learn how you can drive the right business outcomes with confidence by aligning all work on a single platform; define and track progress against goals & targets that support desired outcomes; reduce risk, minimize cost and prioritize the right work and resources; enable teams deliver using any work method; and accelerate value delivery across the enterprise.</p>
360 Exchange: Tips & Tricks for seamless deployment of SPM and APM
Prepare to elevate your organization's performance with ServiceNow! Join us for an enlightening discussion unveiling expert tips and tricks to ensure a seamless deployment of Strategic Portfolio Management (SPM) and Application Portfolio Management (APM) 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.
AI-powered Contract Management with ServiceNow: Vision and Roadmap
<p>Contracts span all business that a company does -- in particular sales, procurement, IT, Legal and Compliance. Join <span style="font-size: 11.0pt;">ServiceNow® </span> Contract Management experts for a behind-the-scenes preview of the upcoming Contract Management solution.</p>
Hypergrowth enabled: Applying AI/UX strategies to drive revenue growth
In 2023, industry analysts reported that increasing revenue is the top business goal for CIOs. Yet, executing a growth strategy requires more than just automation. It takes investments in AI, hyper automation, and, most importantly, user experience. During this Think Big session, executive leaders from Cognizant and Thirdera will share how to blend new tech approaches to strengthen your innovation strategy. With access to customer use cases and roadmap examples, leave with an actionable toolkit to optimize costs, stay ahead of competition, and, ultimately, meet the challenge of hyper-growth.
Coforge Partner Innovation Zone Session on Insurance offerings
In today's highly dynamic world, insurance companies need agility to adapt to changing technologies and business rules. Decoupling their core Policy Admin Systems from workflow engines allows them to do just that. ServiceNow® powerful workflow engine, with its multi-system integration capabilities, empowers insurers to manage complex workflows and incorporate new rules with ease. Coforge's end-to-end solution, built on deep insurance expertise, streamlines distribution channels and policy servicing.
Drinking our own champagne, EY develops Now Assist for EY
<p>GenAI has the potential to change the anatomy of work, augmenting the capabilities of users by automating some of their activities. With ServiceNow rapidly scaling to be at the forefront of this surge, leveraging their digital transformation principles to enable customers quicker Time to Value, EY started evaluating the GenAI capabilities that ServiceNow has to offer. Being one of the early adopters, EY is currently implementing GenAI for its employees to modernize, empower, and optimize user experience, be it end user or the agents working on the Now platform or the developers and testers.</p>
From hypecycle to adoption and ROI: Hear how customers are putting AI to work!
<p>Expectations for generative AI are high, and for good reason. McKinsey estimates its impact on the global economy could be more than $4T while a recent EY survey found 99% of large company CEOs said they are making significant investments. But while GenAI is a CxO priority, moving beyond the hypecycle requires a clear strategy and implementation plan. Join ServiceNow® customers and GenAI first adopters, NVIDIA, LTIMindtree and Hitachi Energy, and ServiceNow President of Global Industries and Strategic Growth, to share how they’re funding, implementing, and realizing value from generative AI.</p>
An NVIDIA Story - Enhancing productivity with ServiceNow Capabilities
NVIDIA IT enhances productivity and growth by designing secure, scalable services. Emphasizing innovation, we've modernized end-to-end employee experiences with ServiceNow's powerful solutions, improving HR workflows and onboarding. Our initiatives, including AI-driven support and Zero Touch Deployment with HAM Pro, aim to streamline processes and increase efficiency. We're committed to delivering exceptional, world-class experiences, proving that ServiceNow enables us to realize our vision for our employees. Our employees deserve the best, and ServiceNow empowers us to achieve our goal.
Build conversational self-service with Now Assist in Virtual Agent
Join this hands-on lab to learn how Now Assist in Virtual Agent can help users quickly find answers and fulfill requests. Discover how to rapidly launch a generative AI powered chatbot with no-code console and use conversational search on Now Platform® Knowledge Base and Service Catalog. Learn how to build simple yet effective conversation flows with natural language and other best practices.
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.
Increasing security maturity with security operations monitoring
Globo, the largest media company in Latin America, faced challenges in protecting content due to data leaks, attacks and security incidents. By integrating ServiceNow® Security Operations into its portfolio, Globo improved its effectiveness in handling more than 7,000 security incidents, increasing the automatic opening of security incidents by 219%, safeguarding the brand's value and content. Attend this session to learn how to implement best practices and leverage technology to improve security posture. Gain insights from Globo's success story and protect with ServiceNow products.
Accelerate insights to action with Now Assist and Task Mining
Shortcut time to insights-to-action with NowAssist + Task Mining. Join NowX, ServiceNow's incubation engine, for a look at how ServiceNow's upcoming Task Mining solution plans to leverage AI to make deep task analysis accessible to all and turn complex data analysis into a conversation.
Total process efficiency: ServiceNow's next-generation Task Mining vision
<p>Curious about how work outside <span style="font-size: 11.0pt;"><span style="">ServiceNow® </span></span> affects process performance? Want to link external work insights with ServiceNow's workflow efficiency? Dreaming of automating manual tasks? Discover NowX's integrated Task Mining solution, a vision from ServiceNow's incubation engine post an industry-leading acquisition. This session reveals how to boost process efficiency and agent productivity by integrating Process Mining, Task Mining, Workflow, and Automation on the Now Platform. Join this session for a glimpse into the future.</p>
Unlocking your organization’s hyperautomation potential
<p><span style="font-size: 11.0pt;">ServiceNow® </span> Hyperautomation is reshaping the automation landscape by creating novel opportunities, advancing itself through machine learning and reinforcement learning, and unleashing GenAI to enable endless workflow possibilities. Often, it's difficult to envision how these new technologies can be applied in your organization. Join Infocenter, a ServiceNow Elite Partner, to review the Hyperautomation landscape, provide you with the right questions to ask, and help qualify the need for Hyperautomation in your organization.</p>
Best practices for implementing AI-powered Contract Management solutions
<p>Implementing resilient contract management solutions across departments and business needs is challenging. Engage with Aavenir’s contract management experts, who bring decades of experience, spanning hundreds of implementations. Explore strategies for selecting, migrating, and implementing the right CLM solution on <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> to lower IT costs, easily integrate with enterprise systems, and accelerate time to value in a phased approach. Learn how Generative AI can be implemented for contract management to accelerate migrations, enhance user experiences, mitigate risks, and improve productivity.</p>
Now on Now: We're speeding up product management using ServiceNow SPM with GenAI
<p>Whether you're planning a new epic or a product feature, your need to create well crafted artifacts quickly and efficiently. That's where AI can step in to speed things up. In this session, learn how ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> is infusing our own Gen AI capabilities into SPM to reimagine our approach to work management. Through demos, you'll see how we use GenAI and SPM to generate story descriptions, acceptance criteria, and test cases in seconds. For business users, product managers, developers, and testers at ServiceNow, you'll see why weaving GenAI capabilities directly into SPM is a game changer.</p>
Booking.com: Going the extra mile with a modern, human-centric portal experience
Join Booking.com to learn how the approached its journey to a unified employee experience portal. Hear how it transformed decentralized content and services into a single platform with consistent service experiences and integrated case management workflows spanning the enterprise. With a strong vision, organizational alignment, and powerful technology, Booking.com succeeded in proving employees with consumer-grade self-service experiences leveraging robust content governance and cross-functional end-to-end onboarding.
Maximizing ServiceNow ROI: How Enterprises use AI for Contract Management
<p>Effective contract management ensures cost savings, risk mitigation, legal compliance, and revenue protection. Generative AI has enabled new ways of assisting with contract drafting, reviews, negotiations, and identification of contract terms, obligations, and risks. Join this session to hear real-world challenges, AI adoption use cases, and best practices in contract management. Learn how enterprises can maximize <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> ROI by connecting contract data & processes between Aavenir and ServiceNow solutions.</p>
Now on Now: How to get started with Virtual Agent
<p>Get started with Virtual Agent in a jiffy. See how simple it is to create a first VA conversation and give\ users quick answers to drive self-help.</p>
Unlocking the value of video on the ServiceNow platform
In this era of rapid advancements, harnessing the power of video is a strategic choice, driving companies towards a seamless user experience, reliability, and ultimately, unprecedented levels of success. Join this session to learn how when Vbrick intelligent video is integrated with ServiceNow®, the power to streamline complex processes, enable seamless communication and time to resolution, are all right at your fingertips. Hear first-hand how when customers combine these two enterprise platforms, knowledge sharing, employee engagement and customer satisfaction skyrocket like never before.
Building LLM-based topics in Virtual Agent
Learn how to build and configure LLM-based topics in Virtual Agent to unleash the power of generative AI in your self-service chats.
Unlocking maximum efficiency: Streamlining store operations for enhanced customer experiences
<p>Today, retailers are grappling with razor-thin margins where every opportunity for optimization counts. With Service Now Retail Operations, both owned and franchised store employees can automate store tasks, resolve issues quicker with self-service, and free up time to serve customers better, while store operations leaders can gain better operational visibility into store issues with insightful metrics and dashboards. Join us in this session to learn how our retail customers are transforming in-store operations to boost frontline staff productivity, and delivering great customer experiences while reducing costs.</p>
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. (REPEATED SESSION)</p>
Now on Now: How security builds trust with the CMDB
<p>Join this dynamic session to how the <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> security team uses the CMDB internally to reduce risk and harden our attack surface.</p>
Transforming tomorrow: Fonterra’s journey to elevate IT value.
<p>Fonterra is the world's largest exporter of dairy products, a leader in dairy science and innovation, owner of a significant portfolio of brands in Asia Pacific, and a partner to many of the world's leading food companies. Join this session to deep dive into how, with the help of Deloitte, Fonterra tackled the ever-present issue – maximising value from tech investments! Learn how Fonterra developed an enterprise-wide transformation strategy, providing a holistic view into the IT landscape, and setting the foundations for the future.</p>
Sleeping even better – full pipeline automation for ServiceNow apps
<p>At Knowledge 2023, Deutsche Telekom presented how to sleep well when 200 developers deploy apps every day. This time the company demonstrate how large teams at Deutsche Telekom deploy huge networks of applications automatically – using source control and AppRepo – with integrated Instance Scan checks, automated ATF test execution, installation scripts and dependency awareness. A deployment pipeline on steroids.</p>
Beyond the Hype: An interactive discussion on GenAI’s impact for tech providers
<p>Generative AI has the potential to transform work, reinvent customer experiences, and accelerate anything-as-a-service growth, but where should technology providers start? Join ServiceNow® experts and industry leaders for a thought-provoking panel discussion about best practices for thriving in the age of generative AI and maximizing business value.</p> <p>Key topics:</p> <p>• Aligning GenAI with your business growth strategy</p> <p>• Organizational readiness and governance models for GenAI</p> <p>• GenAI adoption success stories with value metrics</p> <p>• Getting started with GenAI and how to properly prepare</p>
360 Exchange: Care of your Platform - governance and the right operating model
Establishing robust governance and an effective operating model is paramount to ensure the long-term success and sustainability of your ServiceNow platform. Join us for a deep dive into the essentials of ServiceNow platform governance and crafting the right operating model for your organization’s unique needs. 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: Choose Your Own Success Path: Navigating Implementation Models
<p>Embarking on a ServiceNow implementation journey is a pivotal decision for organizations seeking to modernize their IT service management, drive operational efficiency, and enhance user experience. Choosing the right path can be a daunting task. Join us to explore and dissect the nuances of different implementation models. 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>
360 Exchange: Hands-On Now Platform Application Development
Join us for an immersive experience where we’ll guide you through the fundamentals of building applications on the Now Platform. Whether you’re a seasoned developer or just starting out, this session is designed to equip you with the knowledge and practical skills needed to kickstart your ServiceNow development journey. 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.
Unleashing human potential: The AI-driven enterprise revolution for excellence in operations and HR
<p>Dive into the AI-powered transformation of enterprise operations and HR processes in this session. Join this Think Big session to discover how AI revolutionizes processes, enhances efficiency, and unlocks human potential. Gain strategic insights on leveraging AI for excellence, propelling your organization towards unprecedented levels of success.</p>
Behind the Build: A Conversation with The Devvies App of the Year 2023 Winners
<p>Dive into the minds of the Devvies 2023 App of the Year winners in this exclusive session. Discover the creativity, challenges, and breakthroughs that led to their success. Gain valuable insights from their real-world experiences and learn how these innovators turned concepts into award-winning applications. Whether you’re aiming to enhance your own development skills or simply looking for inspiration, this behind-the-scenes look at The Devvies winners will provide you with the knowledge and motivation to excel. Join us for a journey into the art and science of top-tier app development.</p>
Augmenting the employee experience: Where do we grow from here?
<p>Employees will be more empowered in their many roles they play with the help of virtual bots at their digital side. While some fear Generative Intelligence rendering many human jobs extinct, there might be a potential to re-imagine the job in the first place and let history set us at ease to actual job creation from previous technological advances. Join this Think Big session to discuss how to grow skills and foster a culture of enabling employees.</p>
Strategic steps to HR transformation with Waste Management
<p><span style="font-size: medium;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);">Join Alyson Lupa, Director of HR Technology at WM (Waste Management) to learn how an incremental approach can strategically transform the HR experience. With data validation and timely service delivery key priorities, Alyson will walk through WM's roadmap to HR optimization, which to date has included ServiceNow® HR Case Management, Employee Center, and a migration to a new HCM. Given the fact that 80% of WM's workforce is in the field, this is a unique story that will share tips for overcoming accessibility and employee support challenges with the ServiceNow platform!</span></span></span></p>
Beyond personas: developing holistic frameworks to personalize user solutions
<p>Learn how to develop a thorough understanding of your organization’s user ecosystem by identifying value drivers that elevate the experience of underserved groups within your user ecosystem. By using this framework, you will be able to better understand who is using your products, ensure that your solutions are working for all of your users, and identify gaps in the service(s) you are delivering. You will walk away with a new user mapping method that you can easily execute with your teams!</p>
Craft user-friendly experiences with UX methods and Now Create success packs
<p>Join this hands-on workshop to learn essential user experience design methods to enhance <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> experiences. During the workshop, you will be introduced to human-centered design principles and learn to apply them using the implementation guides and crucial UX methods in Now Create. By the end of the workshop, you will gain the confidence to conduct key UX activities, simplify your implementation planning, and deliver improved user and stakeholder outcomes. This workshop is your chance to upgrade your skills and take your ServiceNow implementation to the next level!</p>
How 500+ companies are using ITSM Pro to propel the AIOps journey
To thrive in today’s market, embracing new technologies must be a part of your DNA. Deciding whether to buy, build, or partner? After confirming performance, value, and ROI, DXC selected ITSM Pro to accelerate our AIOps strategy. ITSM Pro is already deployed to 500+ clients on DXC Platform X<sup>TM</sup> and is a transformative agent for 26K+ engineers, providing swift scaling for intelligent operations. Join this demo of practical use cases and see how DXC is using AI/GenAI to enhance employee and customer experience. See the results and envision how your company can realize these benefits.
Future of ERP: Impact of low-code & GenAI on the back office
<p>Is your ERP meeting the demands of the business? Join executives from Olam, Mindsprint, Ball Corp, and ServiceNow for a panel discussion on the future ERP—from GenAI and chatbots to Security—and learn how low-code is enabling them to deliver better employee experiences, transform business processes, and drive strategic innovation across the back office. You’ll also hear how they are complementing their SAP ERP systems with App Engine to create intelligent workflow automations across finance, supply chain, and procurement without disrupting their core transactional processes.</p>
Now on Now: Predictive Escalations with Machine Learning
<p>At ServiceNow<span style="font-size: 12.0pt;">®</span>, we challenged ourselves to deliver support that dramatically reduces, or even eliminates, customer outages and escalations. Predictive models are key to enabling this goal. We started by building a model based on our own domain expertise – it worked well, but we wanted more. So, we built a new model that uses machine learning and AI to identify data patterns and predict if a customer is at risk of escalation. Join us to learn how this Predictive Escalations with Machine Learning (PEML) model works and has helped prevent hundreds of customer outages within the last two years.</p>
The BIG5: Real business value creation leveraging the ServiceNow platform
<p>Optimize your journey by joining Infocenter, the ServiceNow® Elite Partner of the Year, to unlock insights into the factors that drive tangible business value on the ServiceNow platform. Discover the essence of "Operating Leverage" and its profound impact on business outcomes. Engage with real case studies featuring Infocenter's customers, showcasing how these pivotal factors have significantly enhanced Operating Leverage. Learn how you can get started on your business value creation journey today!</p>
Now on Now: 100 to 1,000! How we amplified app development with no-code tools
<p>The competitive landscape demands agility and innovation. Yet, traditional IT bottlenecks slow progress and stifle creativity. Enter the low-code/no-code product. Using the Now Platform®, we empower non-technical employees to become problem-solvers with low-code/no-code tools and build custom applications that help automate business processes. Join us for this informal discussion about our successful citizen development program and how our employees safely create new apps, unlock productivity, and overcome challenges — without developer bottlenecks.</p>
Ask the Experts: How ANYONE can develop apps using No Code
<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> No-Code apps, MySheets, MyForms, Collaboration Calendar & Event Organizer, are all available free from the ServiceNow Innovation Lab; our engineers will dive into how they are allowing anyone to build apps and leverage platform data without ever touching the platform interface. Find out how we built these tools.</p>
Deliver faster and smoother employee experiences with ServiceNow and DocuSign
<p>In today’s digital landscape, employees want streamlined and easy processes across the entire employee lifecycle. Support your workforce with help from DocuSign and ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> by creating automated, digital workflows that are quick and efficient so that they can focus on more critical business functions. In this session, you’ll learn how: - Using IntegrationHub’s DocuSign Spoke - DocuSign creates a user-friendly HR experience for candidates and employees - Learn best practices Join us and you will walk away with the knowledge to get started!</p>
Ask the Experts: GenAI insights for CxO Dashboards
<p><span style="font-size: 14.0pt;">At </span><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><span style="font-size: 14.0pt;">, our executives rely on C-suite Dashboards to see what happened, what's happening, and what could happen to protect and grow our digital business. Join this Ask the Experts session to deep dive into how we've built these dashboards on the Now Platform. We'll show you how we've unlocked the power of GenAI using Now Assist to offer actionable insights and recommendations via virtual agent conversations. See how to download these C-suite Dashboards (free!) from ServiceNow's Innovation Lab. You'll learn how to deploy your own version for your C-suite to use on browser and mobile. </span></p>
Now on Now: The ultimate digital assistant for employee productivity
<p>When companies hyperautomate with AI, they can help absorb up to 60-70% of employees' routine tasks. In this session, will share how ServiceNow® solutions like Virtual Agent, AI Search, and GenAI can create the foundation for next-generation capabilities that drive productivity. With interactive chats and step-by-step search results, see how we're using our own platform and applications to put AI to work — so we can get our employees what they need faster. </p>
Now on Now: Developer Workspace – how we manage daily development activities
<p>See how <span style="font-size: 11.0pt;"><span style="">ServiceNow® </span></span> makes developers' lives simpler and more predictable through a single pane called Developer Workbench. </p>
