Knowledge 2024
1056 sessions
Now on Now: How to integrate MS Teams and Virtual Agent
<p>Discover how simple it is to configure MS Teams with Virtual Agent to streamline workflows and increase productivity.</p>
Ask the Experts: MyForms safely captures employee inputs
<p>MyForms is a No-Code app free from 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>Innovation Lab; our engineers will showcase how they allow anyone to build apps and leverage platform data without ever touching the platform interface. Talk to the engineers about how they are adding Gen AI capabilities to this straightforward and powerful collaboration application.</p>
Spotlight on the Technology Industry
<p>Technology providers everywhere are looking for ways to accelerate the journey towards profitable anything-as-a-service business models. While technologies and tools are broadening the competitive landscape, providing AI-first solutions that drive growth and lower costs while reducing risk require people, processes, and systems to be connected across the entire business value chain.</p> <p>Get ready to be inspired by leading Technology Providers and their views on the future of anything-as-a-service growth.</p>
Now on Now: Navigating tech, cyber risk & compliance management in IRM
<p>Discover how ServiceNow's<span style="font-size: 11.0pt;">®</span> Integrated Risk Management application enhances governance and resilience in managing cyber and technology risks with efficiency.</p>
The path to risk and compliance maturity
<p>Automation is the key. Join this roundtable to not only hear but discuss with your peers from the State of Illinois and Equitable who are pioneering proactive risk management using business continuity as a foundational component and automating the execution and testing of manual controls to eliminate 100s of hours spent on manual work and spreadsheets!</p>
Now on Now: Navigating tech, cyber risk & compliance management in IRM
<p>Want to see what a day in the life of a second line of defense is like? Join us for an immersive session into the collaborative world of IT and cybersecurity risk & compliance teams. You'll learn how they navigate the journey to mature GRC programs. ServiceNow uses our own Integrated Risk Management (IRM) application to define and maintain risk management & compliance frameworks. From conducting assessments to control assurance and executive-level reporting — our approach enhances governance, efficiency, and resilience when managing IT and cyber risks.</p>
Attract, hire, & retain: Transform the talent lifecycle
<p>The job market is constantly changing. Exceptional experiences are now required throughout the entire talent journey. From the initial application to becoming an employee and beyond, engagement, empowerment, and efficiency are essential. Join us for an insightful session and discover how Randstad Talent's latest solution uses intelligent workflows to revolutionize the talent lifecycle beyond the traditional HR process. With this solution, hear how to automate tasks, personalize the talent experience and journey, and gain real-time insights to build a dream team quickly with ServiceNow.</p>
Bring the power of playbooks to the people who need it most
Do you have a complex intake form that intimidates your users? Or a self-service process requiring specific input to reach the next stage? These are the perfect use cases for playbooks! You can also bring that step-by-step guided experience to users who only interact with Service Portals!, aka those who ned it most! Bring the ease of guided forms to users who aren't in full UIB Experiences. We will guide you through Playbook basics and best practices. Then you will get hands-on experience configuring and testing Playbooks to revamp an example application that is long overdue for a makeover.
Unleashing GBS & ESM with ServiceNow – Triumphs, Trials, and Transformations
Embark on an electrifying journey as our emerging Global Services organization unleashes the power of GBS & ESM with ServiceNow, propelling a global transformation to 80% Global service coverage. Discover the secret sauce behind this, unraveling key elements that spark success. Dive into the tales of overcoming major challenges, turning obstacles into stepping stones on our path to service excellence.
From HR Operations to HR Services – Insights from the Standard Chartered HR Service Transformation
<p>See how Standard Chartered has shifted from HR Operations to HR Services. Discover how colleague self-help and automations has been key to unlocking productivity, and delivering better service experience to our colleagues.</p>
How KPMG is getting value from ServiceNow Impact: Tips from the trenches
Join this session to gain insights into how KPMG is deriving value from ServiceNow® Impact across the KPMG US Landscape. KPMG will share the various value streams they realized from their investment in ServiceNow Impact. From access to ServiceNow product and operational experts to aggressively addressing HealthScan observations. KPMG will share real-world examples of how it is accelerating the maturity of their ServiceNow instance and practice. Come learn how and pick up “tips from the trenches” to bring back to your organization for an accelerated impact!
How to strengthen your platform governance for optimal performance
<p>Do you ever wonder, “Am I doing this right?”Or ask yourself, “Is there a better way?” Or “How are other companies doing it?” We often hear these questions from our clients–you’re not alone. Our specialists are here to answer your questions about platform governance. Whether you are new to ServiceNow® or a long-time user, whether you have a single instance or multiple, whether you have one product or several across functions—IT, HR, IRM, or CSM—no matter what, platform governance is critical to success. Come get the answers you need to optimize your organization’s platform governance strategy.</p>
Now on Now: How to automate with RPA
<p>See 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> increasing our automation with RPA to automate manual processes.</p>
Now on Now: Introduction to the next generation of Generative AI Bots
<p>Learn how we're incorporating Generative AI to converge our search and virtual agent experiences into one.</p>
Customer participation opportunities: SNUG program
<p>The <span style="font-size: 11.0pt;"><span style="">ServiceNow® </span></span>User Group (SNUG) program allows customers to share best practices and collaborate with other customers from specific geographic areas. Customer participation is critical to the success of the overall program and for each in-person event we plan and execute. Join several of our best customer SNUG Leaders to discuss the various ways you can get more involved in your local SNUG group. 1. Join us at the Americas SNUG Meetup in the Community Pavilion to learn more about 2. Being a SNUG Leader or Co-Leader 3. Hosting a SNUG event 4. Presenting at a SNUG event</p>
Protect and activate your critical ServiceNow data with the Own Data Platform
Your ServiceNow® data is pivotal for your digital transformation journey. Ensuring that your data is highly resilient in case of an unforeseen data loss is critical to your business maintaining its productivity and compliance. In this session for ServiceNow administrators, platform owners, and developers, join Own Company and a special guest speaker from ServiceNow in a discussion about protecting ServiceNow data with third party backup and recovery and accelerating innovation by seeding anonymized test data.
Now on Now: How to simplify work for people: getting started with EGD and skills
<p>Find out how <span style="font-size: 11.0pt;"><span style="">ServiceNow® </span></span> is setting up EGD and skills to accelerate talent development and employee engagement.</p>
How Fujitsu unlocks AI-driven transformation with ServiceNow Impact
In an era characterized by swift societal shifts and an unpredictable future, it is imperative for corporations to embrace change in order to thrive. Fujitsu, with a commitment to perpetual evolution and enhancement, regards DX as the cornerstone of its entire business management. This is embodied in what they refer to as 'Fujitsu Transformation' or 'FUJITRA'. In this session, Fujitsu will be sharing their in-depth case of how ServiceNow® has revolutionized Fujitsu's daily operations through the implementation of various workflows, along with updates on AI and ServiceNow Impact.
AI journey at SAP
SAP’s journey with ServiceNow began in 2018. As a growing and innovative company, with efficiency gains and customer satisfaction at the forefront of their industry, SAP has invested in using Now Assist to enhance and improve the experience of their users. SAP plans to use Now Assist for their support function with chat and incident summarization.
Now on Now: Improving the agent experience with AI Search
<p>Life before AI Search: valuable diagnostics and related information were scattered, demanding more effort from ServiceNow® engineers to find the right info to fix customer problems. Life after AI Search: our operations and support engineers solve customer issues even faster! In this session, learn how we've put contextual intelligence and relevance at our agents' fingertips so they can quickly find the most relevant information, and intelligently respond to customers. Join us to learn the benefits our agents and our customers are seeing from implementing AI Search on multiple portals.</p>
Now on Now: Bringing to life a "virtual GBS" model
<p>Traditional GBS is due for disruption. As a rapidly growing, digital-first organization, we’ve landed on a new approach: the “virtual GBS” model. Join us to explore how we’re improving service quality and experience, evolving business processes, reducing costs, and driving business value—making a “virtual GBS” at ServiceNow® real, without standing up a separate org. We'll share ways we're using process optimization, GenAI, Performance Analytics, and more.</p>
Global Public Sector Spotlight: Innovation in Higher Education
<p>Higher Education institutions are balancing many complex challenges and are seeking to further modernize the student and campus experience. This includes the need to consolidate technical debt while enhancing connectedness for in-person and virtual students. Higher Education institutions are accelerating student experiences by moving past disconnected point solutions to a unified platform. Learn how ServiceNow helps institutions promote student success, including best practices from Swansea University on their commitment to deliver a connected campus to staff and students.</p>
Revolutionizing the employee experience and operational efficiency with GenAI
How do you create an amazing employee experience and drive operational efficiency in addition to all the other things you do each day? While we can’t clone you, we can show you how Now Assist for HRSD utilizes generative AI to promote employee self-sufficiency, provide HR Representatives with the tools to quickly respond and resolve employee cases, and the administrative capabilities that provide quick and effortless access to set up configuration and monitoring Now Assist features and applications. Elevate the workplace experience with Now Assist and redefine productivity effortlessly.
Supercharge talent strategy with Employee Growth and Development
In today's dynamic workplace, employees often struggle to navigate internal career paths, hindered by limited visibility. Leaders also face challenges with siloed talent data, impacting strategic decisions. ServiceNow® Employee Growth and Development addresses these issues by providing tailored career journeys for employees and offering leaders tools for informed talent decisions. This unified experience aims to supercharge the employee experience and organizational effectiveness, promoting business growth through optimized workforce utilization and development.
Driving employee productivity and growth while lowering the cost to serve
<p>HR leaders now have more responsibility than ever, not only are they being expected to do more with less resources but to become pivotal drivers of organizational productivity and growth. Discover how ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> can help free up employees time with easy self-service on a single portal, guide employees through personalized journeys, streamline complex hire to retire processes, drive faster case resolution, optimize manual and inefficient processes through automation and GenAI, and deliver a unified talent development experience so organizations can make smarter talent decisions.</p>
Beyond Discovery: Unleash the power of Service Mapping & Certificate Management
<p>Building an enterprise data foundation requires more than just discovering your infrastructure and applications. In this lab, gain hands-on experience with ITOM Visibility features and learn how to: -Gain business context of your deployed resources in minutes with Machine Learning and Tag-based Service Mapping -Prevent outages from expired certificates and automate fulfillment with Certificate Inventory and Management But wait, there’s more! You will also see our brand-new Discovery admin experience in action which helps you fine-tune your Discovery implementation.</p>
Automate your NIST RMF program
<p>For government agencies or other organizations that use NIST RMF for cybersecurity preparedness this demo is a must. Learn how to accelerate the process of bringing IT systems online and enable on-going visibility into emerging risks 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> Continuous Authorization and Monitoring.</p>
360 Exchange: Implementation & Rollout Strategies for IT Operations Management
Our experienced presenters will share proven strategies and best practices from years of hands-on experience with ITOM implementation. From initial planning and stakeholder engagement to configuration, testing, and deployment, you’ll learn how to navigate each phase of the implementation lifecycle with confidence and precision. 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: Simple steps to clean core ERP
<p>Find out how to can go from strategy to execution to get to clean core ERP. Attend this demo to learn through the <span style="font-size: 11.0pt;"><span style="">ServiceNow® </span></span> journey - and help you start yours. </p>
Suntory’s journey to revolutionize its IT service management
<p>Suntory group was grappling with outdated and fragmented systems for managing IT services, leading to inefficiencies, delays, and dissatisfied employees. ServiceNow was implemented globally. As Suntory continued to leverage the ServiceNow platform, IT service management was expanded, integrating other departments, such as HR, and IoT onto the platform, and thus transforming its enterprise service management landscape. Collaborative workflows and automated processes were also implemented across the organization, resulting in enhanced productivity and cross-functional coordination.</p>
Maximizing Success: Harnessing ServiceNow for Innovation and Growth
<p style=""><span style="font-size: 11.0pt;"><span style="font-family: Aptos , sans-serif;"><span style="color: rgb(0,0,0);"><em><span style="">Dive into Accenture's approach to leveraging ServiceNow as a catalyst for innovation. This session will unveil the strategies behind some of Accenture's most successful deployments, ranging from DevOps to AI Code Generation, to help streamline operations and drive growth across their global business landscape. Discover the goals and challenges behind each initiative, and their transformative outcomes. All done while navigating the complexities a large-scale enterprise. </span></em></span></span></span></p> <p> </p>
Optimize technology spend and mitigate risk with SPM, APM, and ITAM
See how the CIO, VP of Enterprise Architecture, and VP of Asset Management of a global organization work together to achieve company goals to optimize technology spend and mitigate technology risks while ensuring continuous governance for ongoing success. Learn how the ServiceNow® platform empowers the team, fosters effective collaboration and drives significant benefits with seamless integration of Strategic Portfolio Management (SPM), Application Portfolio Management (APM), and IT Asset Management (ITAM).
Supercharge your ITSM workflows with GenAI capabilities for Incident Management
<p>Discover the overall architecture of Now Assist for ITSM, required plug-ins, how to configure experiences, and use capabilities. Activate features like incident summarization, resolution notes generation, and chat summarization.</p>
Own your CMDB – a roadmap to success
<p>A review of common mistakes customers make when setting up a CMDB and how to avoid them. Learn the technical and process recommendations focusing on the common areas people struggle with. (REPEATED SESSION)</p>
Own your CMDB – a roadmap to success
<p>A review of common mistakes customers make when setting up a CMDB and how to avoid them. Learn the technical and process recommendations focusing on the common areas people struggle with.</p>
360 Exchange: Boost Your ServiceNow ITSM Performance Analytics Performance
Unlock the full potential of your ServiceNow IT Service Management (ITSM) solution with advanced performance analytics. Join us for an enlightening session where we’ll delve into the intricacies of performance analytics and guide you through strategies to boost your ITSM performance like never before. 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: Build a platform roadmap that aligns with your business goals
Looking to strategize roadmap and prepare for future implementations? Join ServiceNow experts and fellow peers in an engaging discussion on optimizing your platform architecture, expanding your product portfolio with data integration in mind, and effectively aligning your business objectives with the capabilities of ServiceNow. 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: Deep Dive into ServiceNow Impact: Optimizing Your Investment
For ServiceNow Impact users or interested individuals, this roundtable provides a collaborative platform to deepen understanding of ServiceNow impact and strategies for optimizing investment. Join us to uncover actionable insights driving organizational efficiency, innovation, and success. 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 Developer/Creator
<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> uses Gen AI-powered tools to increase Developer Productivity. The team that creates these tools will walk through 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> is using tools such as code commenting, text-to-code, code refactoring, and auto description to make the lives of all developers more productive.</p>
Uber drives a seamless onboarding journey
<p>Starting a new journey is never simple. That’s why Uber partnered with Accenture to build and deploy a new onboarding system on ServiceNow<span style="font-size: 11.0pt;"><span style="">®</span></span> to improve its “new joiner experience” for new hires and their managers. In this session, discover how a comprehensive onboarding system is being deployed through the new UberHub across the US and Canada, offering a seamless experience and integrations with multiple key partner systems. From background checks to equipment delivery, UberHub is helping everyone hit the ground running.</p>
ServiceNow as a critical business enabler and people connector for Kellogg’s
Join this must-see session with Kellanova to hear how this household brand is leveraging ServiceNow® as a critical enabler to create a people first approach with technology driven employee experiences around personalized, intelligent and intuitive access to the information they need. Learn how the company is elevating EX with automated journeys, intuitive self-service, AI-powered case resolution, and transforming back-end operations through intelligent automations. Kellanova is changing the game with a platform approach that begins with HR and then extends across GBS.
360 Exchange: Discover and implement the combined power of ITSM and ITOM
Integrating ITSM and ITOM allows leaders to prioritize operational efficiency while delivering top-notch service to employees. ITOM helps keep your business running smoothly while ITSM helps keep your employees happy with timely and excellent IT service. Join this session to learn more than just the "why" and uncover the "how". 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: HOW TO Service Operations Workspace for modern change management
Learn how to harness the power of Service Operations Workspace to modernize change management practices, improve agility, and deliver better business outcomes. Whether you’re an IT leader, change manager, or ServiceNow admin, this session offers invaluable insights for a smooth implementation. 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.
A conversation about AI governance
<p>As AI continues to advance and reshape the landscape of work, it’s imperative to establish robust governance practices <strong>around risk, security, and the AI technology to support it</strong> <strong>to ensure AI is driving value.</strong> Effective governance must address the critical aspects of responsible AI implementation, including the development of secure and efficient systems, protection of data privacy, provision of notice and explanation, and consideration of human alternatives. Join this Think Big panel of leaders to learn what to consider about AI governance.</p>
Maximize the business value of NOW with SPARC
<p>ServiceNow® can help accelerate the digital transformation for businesses. However, many organizations fail to realize the platform's full potential due to various reasons, such as organizational, technological, financial, and strategic factors. Enterprises need real insights to make informed decisions based on transparent analysis of the platform's adoption, functionality, interoperability, and business value. Randstad Digital offers a platform value management solution to maximize your ServiceNow investment. Join us for an insightful session on the SPARC framework to learn more.</p>
Financial services transformation: US Bank's rapid enablement for CXO visibility
<p style=""><span style="font-size: 16.0px;"><span style="color: rgb(33,33,33);"><span style="font-family: Aptos;"><span style="font-size: 11.0pt;"><span style="font-family: Arial , sans-serif;"><span style="color: black;">In support of a visionary enterprise-wide cloud migration, US Bank is creating a digital service architecture. This structure not only enhances visibility across "brick and mortar" operations but also showcases to senior leadership the power of an integrated ecosystem.</span></span></span></span></span></span><span style="font-size: 16.0px;"><span style="font-family: Aptos , sans-serif;"><span style="color: rgb(33,33,33);"> </span></span></span><span style="font-size: 16.0px;"><span style="color: rgb(33,33,33);"><span style="font-family: Aptos;"><span style="font-size: 11.0pt;"><span style="font-family: Arial , sans-serif;"><span style="color: black;">As with any significant transformation, organizational change management and stakeholder buy-in were critical to the success of this effort. In this presentation, we will look at the common barriers to change, the desired outcomes, and the tangible steps that can be taken to drive lasting and effective wide-spread transformation. </span></span></span></span></span></span></p>
Powering smart manufacturing with enterprise asset management
This session explores how ServiceNow® Enterprise Asset Management is a critical enabler for the next generation of manufacturing. Enterprise Asset Management sits at the heart of an ecosystem of operational assets, manufacturing execution systems, sensors/IOT devices, ERP, and OT cyber security. Learn the functionality, implementation journey, and future state for smart manufacturing using a recent real world example delivered through a Deloitte-ServiceNow partnership.
Build sustainable automations! experience building robust automations in RPA
Join this lab to learn how to build RPA automations with best practices and pre-defined frameworks, and exception management.
AI in action: Stanford Health Care transforms facilities management
<p>Delve into the transformative impact of AI-powered FSM features with Stanford Health Care. Hear how we utilized ServiceNow® Field Service Management (FSM) and Enterprise Asset Management (EAM) to operate 100+ buildings, spanning from a Level 1 Trauma Center to clinics and administrative facilities. Through the integration of three separate systems into one, 15,000+ staff members now benefit from centralized access to services. Discover how AI-driven features within FSM enhanced operational efficiency, optimized work intake processes, and slashed rework by over 10%.</p>
How FedEx relies on ServiceNow for managing Operational Technology Assets
<p>With a global presence and home to vast quantities of connected devices (OT Assets), FedEx was uniquely vulnerable to cyber attacks. Equally important, the complexity of their OT estate was simply too much to remediate and manage. In this session, hear how the global logistics giant worked with <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> to comprehensively discover their OT assets, and implemented effective OT service management.</p>
