Knowledge 2022
227 sessions
Tips for Backlogs, Goals, and Roadmaps
K22 K2022
Build new flows with Flow Designer diagramming
## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 [MUSIC PLAYING] Hey there. And welcome to this session. In this video, we are going to be talking about Flow Designer and how to build flows with the new Flow Designer diagramming view. My name is Brian Bimschleger. And I am the product manager for Flow Designer as well as a few other workflow automation products here at ServiceNow. I've joined ServiceNow about two years ago. And since then, I have worked exclusively with our workflow automation products, notably Flow Designer, Process Automation Designer, and a few of our new automation builders that we are working on. Currently, I'm working extensively with Flow Designer diagramming as well as new workflow automation products that are unannounced. In this video, we're going to talk about three things. The first is the goals of Flow Designer Diagramming. Then we'll show a demo of Diagramming in action. And then finally, we'll give a preview into what's coming next for Flow Designer Diagramming. This is the current view of Flow Designer that many of you know and hopefully love. Over the course of its implementation, we've heard a lot of feedback from customers about how we can improve Flow Designer, specifically as ServiceNow caters to more of a citizen developer and low-code audience. There are several things that we can improve upon here within Flow Designer, notably logic, how we visually represent sequence and logic in a flow; obviousness in terms of placing your finger at the top of a flow and tracing your way to the end. This is a big issue in the current implementation of Flow Designer as certain pieces of Flow Logic, like an IF statement, are not as intuitive as we would have hoped in terms of communicating to the end user what their flow does next. And then finally, for Diagramming, we had a third goal of clarity. If there is ever a possibility where your flow can have multiple paths, we want to make it as clear as possible how the user advances down those paths. Here's the same flow that we just looked at in a diagram view. If we look at how we visualize sequence and logic here, we can see that our IF statements have a different shape, a different color, and have different paths that come out of that. Additionally, if you were to place your finger on the record updated trigger at the top, you would be able to successfully trace your way through the diagram to the end. And on our IF statements, since there are multiple paths, you can see that we have labels that indicate to someone who's reading the flow how you take each path. Well, Flow Designer Diagramming is a new version, a new view of Flow Designer. We've received a lot of positive feedback from our early adopters of this product. One of my favorite quotes is the term gentle on the eyes keeps coming up. It's very approachable and really easy to see what I'm doing. I like this quote for a variety of reasons. One, it's obviously nice praise from a customer who has been using this in a real environment. But secondarily, it's because this customer was someone who was previously critical of some of the usability and performance of the Flow Designer product. So seeing how she has viewed the diagram view very positively that was great feedback for our team and good indication that we were progressing forward well. Now that we've talked about the goals for Flow Designer Diagramming and generally what Diagramming View looks like, let's see a demo of it in action. All right. Let's see how Flow Designer Diagramming works. First off, in the San Diego release, once you enter Flow Designer, you'll notice this toggle in the top right. When I click on the toggle, that is how we switch into the diagram view. Once you're in the diagram view, a lot of the diagram view functions exactly like you would expect if you're familiar with Flow Designer. We can click to add a trigger. And when we select a trigger, that trigger gets added to the canvas and we are then able to modify the details of the trigger just like we would in standard Flow Designer. What's nice about this panel on the right hand side it is it allows you to configure details of the item on your canvas while still understanding what comes before that trigger or action and what comes after. Now let's actually try and add something to our Canvas. In this example, we will go in and add a log. We can still use our pill picker to use data that was generated by previous steps in our flow. And in this example, we're going to grab the short description from the incident that was created. Once we click Done, we can navigate back to the standard Flow Designer view, click on the log, and see that our data pill that we added in the diagram view is now visible within the standard Flow Designer view as well. Let's go back to our diagram view and continue building. In this example, we may not want our log anymore. So in the diagram view, we support the ability to delete content as well. Now let's say we want to perform some logic within our diagram. In this example, the first thing that we're going to need to do is we're going to need to look up some data. In this example, we'll reuse the table from our trigger. And we will add a condition that says we're going to look up any incidents that were created by the person who created our initial incident that kicked off our flow. Now just for fun, we'll navigate back to our standard view real quick. We can see that all of our configurations are still here for the lookup record. Now let's say hypothetically we wanted to loop through these records that we just found or we want to perform some action on all of these records at the exact same time. In the San Diego release, we are supporting a limited set of Flow logic. And if you attempt to add any particular flow logic to your flow that's not supported by the diagram view, if you attempt to navigate into the diagram view, you'll receive a little tooltip warning that informs you you cannot enter the diagram view right now. And it also tells you why. There's an unsupported flow logic type present. Within documentation online, we have a list of the supported flow logic types as well. In this example, do the following in parallel is not supported yet. And once we remove it, we can see that now this toggle to go into diagramming is re-enabled. So if we're in Diagramming View, now let's see what type of Flow logic is supported. By going to Flow Logic, we can see what's available for me now. And it's a more limited subset. For this demo, we are going to add an IF statement. Now what we're going to do is we're going to route our flow based on how many records we get back from step one. So we'll take our lookup record step and the count of records. And if it's more than 10 records, we're going to do something. Once we click Done, you can see that our condition for our IF statement is represented now on the body of the card. If I want it to be a little bit more human readable, I can come in and edit the condition label. And once I do that, you can see on the canvas on this component the text has been updated to make it easier to understand what is happening. Now in this example, if someone creates an incident and they have more than 10 previous incidents, we are going to want to send an email. Don't worry about the configuration for now. But we can see that once we hit this logic point, if there are more than 10 records, we advance down the true path and we send an email. If you're familiar with the standard Flow Designer product, you know that if we just have an IF statement and then perform an action, this is how we represent that content. The standard view of Flow Designer doesn't force you to define what happens if your IF statement is not true. It's kind of implied. Once we got into Diagram View, specifically since this is targeted at citizen developers or lower code users, and one of our principles is obviousness and clarity, we wanted to make sure that there was a false path even if the user didn't define the ELSE statement. But what's nice and what we think is pretty handy is that as soon as I add in any action onto this false path, if we go back to our standard view here, the system is automatically populating your flow with the ELSE action. So even though you didn't manually add in that step, the flow is building in a way so the flow itself will run properly and allow you just to get on with building your flow. Now that we've seen what's possible within Flow Designer diagramming for the San Diego release, let's talk about what's upcoming. In San Diego, it was our initial release. We are supporting all actions, all subflows, and most flow logic out of the gates. In the Tokyo release, we're specifically focusing on support for Service Catalog. This includes the service catalog trigger as well as the ability to add, remove, update flow stages into your flow in the diagram view. In the Tokyo release, we are focusing on additional types of Flow logic, specifically do the following in parallel and make a decision. And then after the Utah release, we have several items in consideration, including the ability to add annotations in the diagram view, supporting error handling, and building subflows as diagrams. Thank you for attending this session today. I hope you enjoy building with Flow Designer Diagramming. And if you have any questions, feel free to post on the community. And I am always listening for feedback on Flow Designer Diagramming. Enjoy the rest of Knowledge.
What's new for Mobile in the San Diego release
## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 [MUSIC PLAYING] Hello. And welcome to the What's New for Mobile in San Diego breakout session. My name is David Ha. And I'm an outbound product manager on the ServiceNow Mobile Platform team. And today I'm going to walk you through some of the key highlights and features that the mobile platform has to offer with this latest release. And we're just going to jump straight into here. Let's jump into the highlights for San Diego. So here you can see our mobile platform's release highlights in a nutshell. You can see we've released some new features and updates on our clients, our out of the box apps and workflows, and developer tools and platform capabilities. And we'll actually dive into each one of these features. But I do first want to start and give you some context and summarize our mobile keys initiatives for San Diego. And we're going to break down this release into three central themes-- mobile UX refresh, usability improvements, and further investment into our citizen developer experience. And to start off, we have our mobile UX refresh. In San Diego, we've introduced new features that greatly improve some of the things that you can do to personalize your launcher screens and landing pages. With the introduction of the Next Experience UI from Platform, we wanted to make sure that customers had alignment between their platform design and their mobile design. And these enhancements would give you the capabilities to do so. With mobile card enhancements, whether you're using them for announcements or for record sections that give you quick access to your ServiceNow records, you now have the capability to configure the size and layouts of your cards that are optimized for different user browsing experiences. You can use custom images and colors so that it better aligns with your in-app branding, or you can embed YouTube and Vimeo videos directly into those cards to share news or announcements. It also supports SGV files as well as you have the ability to control text overlay, which gives you the ability to put text underneath the image or video, or have it display on top, so lots of more options that you have to work with for mobile cards. For record section enhancements, you now have more control over the layout and orientation of your record sections. You can see here that you now have the ability to customize the rows and columns of your record sections, which can scroll vertically or horizontally. We also accommodate the ability to customize it based on portrait or landscape mode. So that will accommodate larger devices such as iPads or tablets. And at the end of the day, you just have more control on your mobile landing pages for improved and user experiences. We also have icon section enhancements. We've made these improvements that give you the ability to use custom images and labels on your icon sections. There's now three different layout types that you pick from. You have your standard ServiceNow library of icons on the left. That gives you 37 or so icons to pick from. But if those don't align with what you want, you also have the ability to pick Label Layout, which is the second screenshot here. And that will show text on top of a colored background. But again, if that doesn't appeal to you, then you also have the ability to upload your own custom images. That way you have more control on how you want your icons sections to look like. And then you'll have better alignment with your in-app corporate branding. Moving on to the second theme, which is our usability improvements, how do we create more engaging everyday experiences with native functionality? And to start, we've released a brand new native out of the box app which can be installed and added to your Now Mobile clients. And this is the Workplace Service Delivery app for Now Mobile. This was an app built to help you manage your workplace reservations as employees are returning to work. It allows employees to search, reserve, and manage their asset reservations on mobile, so being able to do things like reserve a desk, a common space, a meeting room. It's really up to you what those assets are. But it is a quick and easy way for employees to quickly check in. Make sure there's space to come back in. And you can book a desk or space really quickly in just a few taps. If you want to learn more about the new employee experience, definitely check out our release notes. Mobile properties. In San Diego, we're introducing this new mobile properties framework for admins to be able to enable or disable client specific functionality. And this is a new properties table that is different than your platform system properties. Our mobile platform team will be able to release new client features using this new framework so that customers can adopt client features much quicker without having to wait for the next release. To give an example, hypothetically, if we were to release a new feature that allows you to block attachments for Asian or Now Mobile, and if we were to release this next month, you would be able to adopt that immediately as soon as your users update to their latest clients. Typically, a customer would have to wait six months or so until the next release. And so it just allows us to iterate much quicker and release urgent features to our customers in a more timely manner. And actually, in the next few store releases, we'll have more information on some of these new mobile properties that you can take advantage of. So definitely check out our product docs in the next few store releases. Automatic app refresh. This is actually one of the first mobile properties that were released in San Diego. And with this, it will automatically refresh your service to our clients with the latest data any time a user executes an action. So you no longer have to be concerned whether your end users are working with stale data. Any time a user executes an action like updating an instant, creating a new record, the app will automatically refresh for them without them having to swipe down to refresh. Right. And upon upgrade to San Diego, your instances will actually automatically have this property turned on for you. Control specific app usage. So this is an important feature that we've released to support our customers' authentication policies and security requirements. And what this allows you to do is create an allow list in which your apps can connect to your ServiceNow instances. So if your users are installing the wrong app and trying to log in, you can actually reroute them with a link to the appropriate app. Typically, this is a system property that customers will use with their MDM or MAM requirements, just to make sure employees are not logging in to the wrong apps and accessing data that they should not have access to. And so it will be used in tandem with your MDM or MAM environments to support your authentication policies and security requirements. Multiple single sign-on support. So this is another authentication feature that enables customers to use different SSO providers for different groups of users to be able to log in with secure access. To give a quick example, there might be customers that use multiple SSL providers for different groups users, such as new hires using Microsoft Azure and maybe full time employees using Okta. We're now able to support this type of environment if they wanted to redirect users depending on who they are and which SSO provider that they want to use. And then the last theme of our features is for citizen developer improvements. We want to continue investing into our developer tools so that our new admins and developers can quickly ramp up on learning how to configure and manage their ServiceNow mobile apps. For Mobile App Builder, our latest enhancement has been focused on reaching feature parity. And so with this latest release, we now support 95% of all major use cases that can be done on the platform. And this is much more than Mobile Studio could ever do in the past. I think the most important concept here is you can actually start building confidence in our Mobile App Builder as your primary tool to configure your mobile app configurations. There's no more major gaps that would prevent you from being able to configure something on our Builder, so you don't have to navigate between the platform and Mobile App Builder just to configure some of the things that you need. And so as we move into Tokyo and further, well, we're going to improve this App Builder tool so it's easier to use and so we can create better Builder experiences for developers. Input from screen enhancements. So these are all the forms that end users will fill out when they complete an action on mobile. Right. We're supporting a new variable type for scripted autofill. And this will actually autofill inputs for the end user based on an execution of a function in a server-side script include. To give you a really quick example, you can now pre-fill inputs for users using the data that's based on that logged in user's profile. And so if you take a look at the screenshot on the left, we're pre-filling the building based on that user profile. So that user doesn't have to state which building they're on. Sometimes you won't even have to state which floor you're on. It's just pulling data from that logged in user so that there's less fields for that user to fill out. And as a result, it's a better input form screen experience for that user. Mobile Card Builder enhancements. With this latest version, 19.3, we've drastically improved the configuration experience for mobile UI roles. Previously, it was kind of a finicky experience in which you would have to manually map JSON to the fields that you want to apply it on the platform side. But with this enhancement, you can now do it all inside Mobile Card Builder. You just point and click on the fields that you want to apply your policies to and then it's done. There is no JSON mapping. It's much easier to do. It's much quicker to do as well. Mobile Publishing version 3.1. So if you aren't aware, this is our premium offering that allows customers to build custom versions of our ServiceNow mobile apps. It also gives you the ability to brand your apps so that you can use your own app name, company icon, and splash screen so that it all shows up under your own app store. But more importantly, it also gives you control on how you want to distribute your ServiceNow Mobile apps. Previously, this offering was only available for private distribution. So if you are distributing to your iOS users, you would have to go through the Apple Business manager process and then privately distribute using MDM or redemption codes. For Android users, you distribute however you like, whether it's through your private store or you send them a private link to install. But as we move into San Diego, we've released a new enhancement for Mobile Publishing that will allow you to publish directly to the public app stores. So that's iOS Store and the Android Play Store. And so with this option, users can now discover and download your custom branded app without having to rely on MDM to distribute or going through the pain of having to manage and privately distribute redemption codes. And so whether you want to publish your apps privately or publicly, we give you both options to pick from, depending on how you currently distribute your enterprise mobile apps. And with that being said, let's actually wrap up with some additional resources that I can point you to. Whether you want to learn about the latest San Diego features that I just took you through or how to get started implementing, these are definitely your go to resources. First is you have the product documentation for San Diego. This is where you'll find the latest release notes as well as any configuration steps, or if you want to learn about the new apps, such as the workplace or service delivery app, this is definitely where you want to start. Next, you have the Now Learning site. And this really covers mobile fundamentals. If you're completely new or looking to get hands on training using Mobile App Builder, there's actually a new course that we built out called Mobile Additional Resources. And this just compiles all the courses that are available to you that's related to Mobile so definitely register to this if you want to learn more. Mobile Community. This is actually a great online forum in which you can access FAQs as well as latest updates and announcements on mobile, or if you just want to ask any open-ended question around implementation. This is definitely something that you have access to. And our internal mobile teams are actually on this quite frequently. And so this is a great place to share feedback as well. So if you go to our Idea Portal, that's where you can share feedback or any enhancements with us directly. And then lastly, we have this how-to app building series that we host bi-weekly. We host it on YouTube called Mobile App Academy. And we go through the process of starting with an out-of-the-box app. And we show you how to customize and extend those apps to make them even better. And we also do deep dives on best practices and how you can configure key features or answer any question that comes up along the way, so definitely a session you want to register to if you want deeper knowledge on how to configure and implement your ServiceNow Mobile apps. And that wraps up our breakout session for today. Let me end off by saying thank you all for joining us in our What's New for Mobile San Diego breakout session. I hope you found this session informative and helpful. And we hope you're excited for San Diego's release as much as we are. If you have any questions around your mobile implementations, feel free to reach out to your account teams. And feel free to check out the mobile community site to ask questions as well. Thank you all for joining us today and for your interest in mobile. Cheers, everyone. 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Expand technology services while reducing costs
## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 [MUSIC PLAYING] So who is this video for? It's geared towards IT service and operations leaders that want to go beyond keeping the lights on and really create amazing agent and IT services, experiences. So what problem are we trying to solve in this video? It's really simple. Technology teams have multiple, non-integrated tools that increase costs and really solidify silos. This also means that service and operations teams struggle with inconsistent visibility. And they lack service context. And through the eyes of our IT agent Grady, as well as our major incident team, we will see how ServiceNow can easily address this. How? Well, it's really by offering Grady and the supporting teams a single cloud platform across IT estate, which, in turn, gains the visibility with ServiceNow context. It breaks down organizational silos as well as offers teams consistent data across any of the teams. So here is Service Operations Workspace. Now this is ServiceNow's configurable next experience workspace. And it's for all agents, ITSM, ITOM agents alike. And IT leaders, this is IT service management made simple, with a unified Workbench across departments so that agents can stay engaged, productive, and informed as well as support the services the enterprise needs from anywhere. This means desktops, mobile devices, even third-party messaging apps. With Service Operations Workspace, our service agents like Grady, this has reinvented the service experience and really enables modern practices to automate and improve the service reliability. How? Well, we can see this is a single destination to manage incidents, problems, changes. And later, we will see this seamless integration with technology operations to really provide issue resolutions. So this is a unified ServiceNow platform that really underlines these solutions to offer all of our agents the right information in the right place at the right time. Even the ability to change the look and feel of this workspace is no issue. Now Grady has complete visibility into all the happenings from At A Glance. We can see at a glance overviews of incidents assigned to her, SLAs, as well as unassigned incidents, even the ability to review all of her team's information. With built in chat, phone, and walk up functionality, our agent can take an omnichannel approach to work that's coming in. Agents can also dynamically select which channel they want to support. The items that you see here have been queued with advanced work assignment. This is where items are automatically assigned to agents based on availability, capacity, as well as their skill sets. Now in this case, Grady quickly gains full details into this case and incident information, details such as impact, priority, affected CIs, impacted services, activity streams. You'll see this throughout this demo, as well as you'll see predictive intelligence. And this really offers agent support in the form of AI and machine learning. And we call this Agent Assist. What is Agent Assist? Well, this automatically displays search results based on short descriptions. Also can display similar resolved issues, outages. So this way our agent can determine if the solution applies in this case. We also see there's a recommendations framework. The days of searching around emails, sticky notes, or tribal knowledge can be a thing of the past. And here, thanks to AI, we can attach useful articles that will help resolve this particular incident. Now before moving on, the other aspects to highlight here is about incident problem change life cycles. We can see that Grady has everything in a click away, which really helps promote better mean time to resolution as well as up levels all these agents' skill sets. So in a previous demo, we saw how to deliver AI powered self-service. And we saw an issue around ordering services. And the complexities resulted in an IT ticket being automatically submitted and routed to our agent. And Grady is our agent. Now here is where service operation workspace really begins to shine. Once again, Grady is given those full insights into the priority, the service impacts, impacted CIs, activities around all these events. What is a bit different in this case is that ServiceNow is bubbling up even more information around the dependencies. And this is in part due to the interconnectivity between all the departments and, in part, to the CI relationships. And it's offering a more prescriptive Service Mapping information. So with Agent Assist prescriptive recommendations, Grady continues to gain AI and ML insights to quickly address what's going on here. After a quick review, this looks like to be a good candidate for a major incident. Let's bring up a major incident war room. Now ServiceNow is able to get all hands on deck, no matter the preferred communication channel. In this case, it is MS Teams. And it's integrated directly into the ServiceNow platform. What this means is that all the information that Grady sees is easily shared in triage with teams like we see here in this major incident war room team. All the information we saw on Grady's Workbench-- services, service maps, configuration items, priorities-- all are brought seamlessly into this Teams experience. These notifications and information also work on mobile devices. Here we can quickly see MS Teams mobile view. Moreover, we can see all that information in MS Teams carried over into ServiceNow's Major Incident Workbench, really just highlighting and showing that ServiceNow's platform delivers the right information to the right areas of need. We can even see the prescriptive technology and calm tasks kick off in the solution of choice. And in this case, it continues to be MS Teams. And it looks like this is the preferred communication channel. We can see that one of the team members is connected with the events and operations team members. Information is being shared and what's important to each team as well as those team goals. The events team is now working on a bigger fix. However, this major incident war room team sends out a quick workaround to the incidents that have come in on this issue. With a bigger fix in motion, other similar incidents and events coming in can be prevented thanks to ServiceNow's ITOM Pro solution. We also can see that storm. The employee that originally submitted this issue via Virtual Agent has also received a notification about his service working. And this is via ServiceNow's native mobile app. Finally, let's close this story with value. The value of the ServiceNow platform and the suite of purpose-driven solutions as well as ongoing cost savings with ServiceNow. Meet ITSM Success Dashboard. Here is a purpose built dashboard to better distill performance and service quality. This dashboard offers a prescriptive framework for increased transparency around all of the ServiceNow activities and beyond. And we're really providing CIOs, IT leaders, and process owners a 360 view into their IT performance. And we can measure the improvement with these interactive dashboards using prescribed KPIs to maximize that value. Now this concludes my demo. If you like what you saw, please see these useful links that you see here. And with that, I want to thank you for spending your time with me. [MUSIC PLAYING]
Deliver extraordinary employee experiences, resiliency, and productivity
## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 So who is this video for It's really geared towards it and service operations leader anybody who provides a service and want to provide amazing employee experiences. And so what is the problem we're trying to solve in this video. Well employees do not have always on consistent methods to request all the technology services they need and in this video through the eyes of our requester storm we will see how ServiceNow can easily address this how by offering storm 24/7 AI powered cell service with VA and NLU really simplifying technology requests and beyond with Employee Center service catalogs and you will see that these experiences can be embedded into third party applications. Finally employees like storm get faster resolutions with predictive intelligence as well as dynamic translation solutions. So here it is ServiceNow is Employee Center now IT leaders this is request management made simple with a unified portal across departments so employees can stay engaged, productive, and informed and request the services they need from anywhere as we can see air request it request any requests it needs in one place even out of the box internal and external employee forums really a peer to peer network to help engage and inform our employees and storm can drop into employee communities like this where it empowers employees to participate in internal discussions and discovery forums via their searches they can even look at leaderboards and reach out to those leaders as well as the ability to post to events and ask those questions here storm has action plans request and these can be showcased in the top area as well as we can see this banner slide show information that uses machine learning to drive personalized content and this can be found throughout storms portal information such as the local hybrid workplace knowledge base articles are presented front and center and storm has the ability to rate how useful this KB article and information is this really better helps our back end teams with the content as we can see this information can be added to my favorites tab on the left so the information is at the ready whenever storm needs to access it the my active items widget once again places information in focus so storm can check on what's important to storm ServiceNow Employee assistant around knowledge management as well as out of the box set surveys can help teams keep a better pulse on what's important to these end users like storm further driving overall experience and engagement to find out more about paid time off storm doesn't have to search through various directories look through emails by simply typing paid time off a query of helpful articles are populated for storm ServiceNow offers a full service employee experience even a live walk up kiosk and scheduling needs are front and center for storm to take advantage of storm can jump in the queue from his desk or if there's a last minute meeting that pops up can easily jump out of the queue and enabling the slot for someone else as we jump back into the queue we can see it's simple now storm is third in line we can see also the hours of operation where the tech lounge is located scheduling anything around that and again, we're really just highlighting that this is storm's portal we can see content is targeted towards storm's needs such as product catalogs recommended content quick links upcoming events, videos even local cafe menu information now let's get into the VA with NLU so if the kbs's the targeted content employee communities are not enough meet our Virtual Agent with natural language understanding storms and yours quick answer to questions and needs. Now with natural language understanding there's not a need to look up topics we can simply type in the need and the Virtual Agent takes over from there no live agents needed password reset is still a challenge for many departments today and with consumer grade security verifications on the back end agents can continue to work on more complex challenges also if the VA is ever uncertain of the direction of our end users need like storm. It can clarify what is needed. Thanks to some of the AI and ML that supports this chat bot in this case storm's request status is parsed out in a few options. One of them being an IT typekit submission as we can see storm's request is still in process and he can jump in add some comments directly right into the ticket from the chat last we realize that ServiceNow that there are instances where the chat bot is not enough this process is also expertly handled for storm Thanks to ServiceNow platform something as specific as ordering issues may have not worked itself into a Virtual Agent topic or the recommendations or NLU suggestion aspects nevertheless it is easily addressed requesters like storm can submit a ticket right in the chat so no phone call, email, or walk to your smartest it guy is needed as we can see storm continues to get kb information to further support him in whatever his needs are now with a few clicks. Virtual Agent automatically routes assigns the ticket to the next live agent based on availability and their skill sets please note that storm can also reach out to a live agent directly via the chat with wait times or phone or email everything is built right into the portal now note that storms experience is not limited to this desktop browser ServiceNow is native mobile app seamlessly carries any of this information this full experience into the palm of the hands of storm this eye search targeted content self-help virtual agents all front and center for storm and this experience is not limited to ServiceNow solutions once again third party messaging apps and platforms are part of the Virtual Agent and incident auto resolution process proactively helping storm in the tools of his choice now some of you watching storm's journey may be saying sure but how long does it take to get this up and running is I always on AI powered service. Let's start with knowledge based information that you saw populated in every aspect for storm ServiceNow offers guided setup for knowledge management. Now knowledge management guided set up provides a sequence of tasks to help you configure knowledge management offering ways to define requirements the ML and really align to the company strategies either offering kicks methodology knowledge demand insights and translation management each section is broken down to a specific task that can be assigned to key individuals and/or groups. So let's talk about the service catalogs that we saw items such as hardware software onboarding requests we saw served up to storm in the Employee Center meet ServiceNow catalog Builder a visual and guided experience where service owners like you can create or edit catalog items along with departmental and roll restrictions very simply now the catalog Builder experience enables you to delegate the creation and maintenance of one catalog or many catalogs and finally let's dive into chat bots virtual agents setup and hopefully demystify some of the perceived complexities around the setup and the maintenance of natural language understanding AI or machine learning around these virtual agents ServiceNow is listen to customers like yourself and we've created a conversational interfaces Workbench this includes guided setup around general conversation setups virtual agents set up agent chats and this really puts it all in one place helping teams to get started in days, not weeks or months. So with that this concludes the video with ServiceNow requesters like storm get 24/7 AI powered self service on a single platform that simplifies technology requests and beyond even the ability to use third party messaging tools such as MS Teams. And finally employees like storm get faster solutions with predictive intelligence if you like what you saw or if you have any questions, please see some of the information you here or even better, please reach out to your local representative and see how ServiceNow can deliver this for your company. And with that, I want to thank you for spending your time with me.
Improve experiences and drive organizational value with field service
## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 [MUSIC PLAYING] In this field service demo, we'll follow Lisa Raye, a help desk operations manager for the Solano organization, as they manage point of sale devices. We'll follow how she uses a combination of proactive service along with process automation to provide end-to-end visibility of incidents, work orders, and tasks. Field service has undergone a huge update in a San Diego release, but next experience unifies apps and reduces clicks to access items needed to get working through unified navigation, which sits across the top of every page. Lisa begins her day in a dispatcher dashboard, and it brings new speed and efficiency to field service operations as users get a complete view of critical tasks, field agent status, and agent locations. A service map is integrated within a dispatcher dashboard, and from it, Lisa can get the location of agents out in the field and pull up work orders directly from the map. This allows Lisa to deep dive into work orders within a specific area and minimize navigating through multiple screens through tabbed navigation. As a help desk operations manager, Lisa has reports which highlight issues and tasks which are pertinent to her job. Here, we have a system-generated incident, which Lisa will need to address, as all the point of sale devices at location 558 have become unresponsive. Through proactive communication, service, and process automation, the location manager is kept in a loop through status updates as the site can't process customer orders until the point of sale devices are functional again. Once Lisa opens the incident, she attempts to resolve the issue remotely. Unfortunately, she's unable to do so and notates the incident for attempted resolution steps as well as recommended actions of having a technician head on site to inspect and resolve. She saves her notes in the incident and then proceeds to create a work order to have a technician dispatched to the site. Once in the work order, Lisa utilizes a template to quickly add specific tasks for the technician to follow once they arrive. The template also includes knowledge articles, which the tech can use to help determine a resolution. This amazing feature helps minimize time to resolution, regardless of the experience level of the technician, as pertinent information is always a tap away on their mobile device. Lisa confirms that this work order is ready for scheduling and heads to a dispatcher workspace. Scheduling within a dispatcher workspace allows Lisa to improve efficiency and accuracy of service dispatch, resolution, and streamline project operations. The San Diego update brings multiple views that Lisa has access to, like a day view, week view, bi-weekly, and even four weeks out. Here, she has a view of all the technicians and their schedules. New to the San Diego update is the ability to schedule multi-day tasks and manage crews and contractors from a single view within a dispatcher workspace. This provides Lisa end-to-end visibility around first and third-party teams and enables her to work effectively with multiple groups across longer work spans for streamlined project operations. Clicking a work order task filters out eligible team members by skill set, location, or whether a crew of multiple technicians are needed for the task. Organizations have the choice to automate task assignment through dynamic scheduling, but can also manually scheduled tasks by simply dragging, dropping onto the schedule, as you see here for Teddy Taylor. The purple color of the task indicates that although assigned to Teddy, he has yet to accept it. This is also indicated by the state of the task once Lisa clicks on it. Now, once Teddy has been assigned a task, he can accept it and manage the work order directly from his mobile device. Teddy opens the ServiceNow Agent app and has full access to all the content within the work order that Lisa created, and he can even use a GPS of his choice to get to the site location. When looking at the activity within the work order, he has full visibility to content to help him resolve the issue, including the knowledge articles that we highlighted earlier. Now, pay attention to Teddy's purple unaccepted task from earlier on Lisa's dashboard. Once Teddy accepts the task, Lisa's view instantly gets updated as his task now reflects blue and is an accepted state versus assigned previously. This real-time information provides Lisa with the ability to make smart decisions if and when scenarios occur outside of automation rules and configurations. Once accepted, Teddy can tap Start Travel to begin. This will send the location manager another text status update and provide an Uber-like experience to follow Teddy's location as he starts making his way toward the site. Once he arrives, Teddy taps Start Work and begins working on resolving the issue. After testing and troubleshooting, Teddy is able to get the point of sale devices back up and running for location 558. He notates the work order around the steps he took to resolve the issue directly from his mobile device and closes the work order task. Before Teddy leaves the server room, he notices that one of the rack-mounted cooling fans aren't spinning. Knowing that overheating server room devices can lead to an outage in the future, Teddy decides to take a look to see if anyone has reported this malfunction by scanning the asset tag on the device. Once scanned, details about the rack then are populated, like the device location, any activity on the device, and any other pertinent information like upcoming work orders, scheduled maintenance, or entitlements. Having this information allows Teddy to take the proper steps to get the fan repaired while on site and proactively prevent interruptions to critical operations. Additionally, this helps reduce the organization's carbon footprint, truck rolls, administrative task, and efforts from site leadership as the incident was automatically generated once a service failure was detected. Through this demo, we've seen how the power of the platform enables Teddy to deliver extraordinary experiences to site employees by restoring the point of sale devices.
Deliver effortless customer experiences with Customer Service Management
## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 [MUSIC PLAYING] To be competitive in today's market, marketing efforts can no longer be based solely on product or price. Customers evaluate brands on the experiences they have and how easy it is to do business with them. You might have heard the saying it takes a village and that's the truth, even when it comes to providing exceptional customer service. By connecting people, process, and systems, you have a powerful system of action. Enabling companies across their front, middle, and back offices to deliver frictionless experiences for both customers and employees. With ServiceNow's customer service management, you'll have the right products and processes to improve the journey from end to end. We're going to highlight these features with Solana, which sells home and office security systems, and boxio to their business customer with branches across the country. Let's start with our customer Julie, a boxio. She's here on her business's portal where she can review their products, check out the support portal, and get updates on all her current orders. As she's browsing the portal, she gets a notification about some recent support tickets needing attention and this is powered by Engagement Messenger. Engagement Messenger allows you to create, configure, enable, and disable modules based on your customers' needs. You can include modules like those support reminders, special offers, access to the knowledge base, and even incorporate your field service offerings, but the reason Julie's on the portal today is she recently learned about the next generation of security camera Solana offers. She starts a chat with a live agent wanting to see if she can add these cameras to her recent order before stepping away for a meeting. When we transition to our agent's view, John, we can see that with his CSM configurable workspace, he's able to get a full view into Julie as a customer in her orders. He lets Julie know that she can still add to her order and waits for her response on quantity. When we switch back to Julie's portal, we can see that even though she left earlier, the chat that she initiated was not closed or canceled and there's a notification that John has responded. She lets him know that she wants to go ahead and add 100 cameras to her order. Similarly, when John returns from his break, he's notified of that ongoing chat from Julie. And this is great because it means he doesn't have to search for old chats. With Order Management for customer service, agents are able to get a more complete view into the order lifecycle. Agents are now empowered for the very first time to make changes to orders, addresses, and more. And they're able to make these changes right away, reducing the amount of time from initial order to final fulfillment. John drills down into the recent security order and clicks new to add the camera line item. With a few clicks, he easily adds the new security camera, its options, the order quantity and hit Save. These details are immediately reflected in the order details. And because the other routine work and common requests were already automated, John's time was freed up to help Julie with this more high value request. Now, as you might have noticed, we've got a brand new view for our service agent, which has been enhanced with our next experience. With the next experience, agents have everything they need in a modern accessible user interface. They start at their configurable workspace, showing their important daily case information. They can pin and unpin menus as needed, their favorites tab features pages that they access frequently, and their history tab allows agents to return to recently visited pages and workspaces quickly. Dark mode is another enhancement that we've brought into the next experience. John spends a lot of his day in the UI and dark mode helps reduce fatigue and eye strain. All of these features help make agents more effective. But as we know, things don't always go as planned. What happens when companies struggle to service customers? From onboarding new accounts to resolving complaints or processing claims, processes span disconnected teams and systems. This is where playbooks comes in. With playbooks for customer service management, organizations can automate complex customer service processes that span siloed teams and systems. It's a few weeks later and Julie has not received that recent order even though she was promised quick delivery. She calls in and is connected to a complaints agent. With the complaints playbook which is available out of the box, our agent is able to collect Julie's complaint details quickly. She has a focus layout providing her with a visual guide of the tasks required to resolve issues. Related records are dynamically populated with each executed step and the playbook automatically gives the entire company cross team visibility, meaning, agents can resolve cases faster and organizations can scale their customer service with demand. But service doesn't start and end when the customer reaches out, the best service can be proactive. Customer service and IT operations management or ITOM, together allow for proactive monitoring and notification before problems grow out of control. We can switch over to our network engineer, Amelia, who is logged into the operator workspace. Amelia notices that there's a problem with the video streaming event services. By diving into the product and the alert, Amelia is able to learn a little bit more about the issue and how many customers are impacted. She can click into the related alerts to see how many other services are affected. There seem to be quite a few, so Amelia is going to create a case describing the issue, adding some details, and saving it. This case is suggested as a major case. So when our manager is able to go in and review it, they're able to see all the relevant details and approve it as a major case which starts a workflow. The benefit of having a major case is that child cases can be added. So if a customer calls in with a related issue, the agent is able to attach it to this major case, meaning that the customer has access to and receives updates on the status. And that is a high level overview of how you can deliver frictionless end to end service with ServiceNow's customer service management. [MUSIC PLAYING]
Govern low-code app development at scale with App Engine Management Center
## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 [MUSIC PLAYING] To realize the true benefit low-code app development can have on your business, it's critical that you build on a platform that allows you to govern citizen development at scale. App Engine Management Center on the ServiceNow platform equips you with everything necessary to manage all aspects of low-code app dev. With this all new App Engine capability, you can control the intake of new applications, streamline developer collaboration, and manage the app deployment process in a manner that is custom tailored to your infrastructure. Let's take a look at this powerful capability in action by watching an application go from concept to production deployment using an expedient and efficiently controlled process made possible via App Engine Management Center. It all starts with an idea. Carla Humble, a marketing operations director, had a flash of inspiration recently about how she could streamline the way her company puts on marketing events of any size. Carla hasn't built an app before so to get started, she applies to be a citizen developer using App Engine's out of the box app intake form. This form helps Carla think like an experienced low-code developer by addressing some of the key details up front. Questions like, is the process repeatable, and will the app require access to sensitive data or info from other departments, can help builders design an app properly from the get go. With the basic info complete, Carla submits the app idea for her admins to review. From here, we move to the admin perspective, joining Able Tutor in App Engine Management Center. The dashboard offers a bird's eye view to all aspects of low-code governance, including collaboration requests, deployment tasks, overview of the app deployment pipeline, and, of course, intake application requests. Able opens up the request from Carla and, after ensuring the app concept complies to their company's guidelines, he approves. This approval will send off an automatic notification email to Carla and grant her the necessary system access. Given the flexibility of the ServiceNow platform, you could also incorporate your own welcome packages or references to training materials as part of this process. Excited by the approval, Carla gets right to work on her marketing event management app with her newly granted access to App Engine Studio. This low-code development environment provides a unified experience for developers of all skill levels, providing a range of tools that can help builders develop nearly any type of app. Data within App Engine Studio can be imported, developed from scratch, or extended from existing ServiceNow constructs. The tooling in App Engine Studio ensures users can seamlessly go from data model to form development all the way to policy and rules all in one place. With her initial data models complete, Carla can add an array of consumer grade end user experiences spanning everything from dedicated portals and admin workspaces to mobile apps and catalog items. These end user experiences are brought to life by logic and automation. Whether it's a modular decision table or a streamlined workflow, App Engine allows you to easily develop flexible and reusable automation to power any use case. Should the need arise, you can amplify the functionality of your app by leveraging the wide array of solutions available via automation engine. This will allow you to incorporate things like low-code API integrations and even robotic process automation. Flow Designer makes it easy to develop this automation and even offers a diagram view that makes understanding complex logic as easy as tracing a flow diagram with your cursor. This flowchart style perspective gives builders an easy way to design their automation with intuitive depictions of things like conditionals and branching logic. After just a few days, Carla is ready to release the first version of her marketing event management app. But before she does, she wants to invite a few experts to help her get started on version 2. Using the built-in collaboration features of App Engine Studio, she can extend an invite to both a visual designer and integration expert to help her take this app to the next level. For now though, Carla is confident her app can start adding value to her team so she submits the app for deployment. After outlining some release notes, the deployment request is now safely in the hands of her admins. Back in App Engine Management Center, Able notices a few new items to address. He first opens up the collaboration request Carla sent out and performs a quick verification before approval. Using this mechanism and App Engine's collaborator descriptors, his team ensures that access to low-code development tools is provisioned in a rational fashion, providing experts with access to the right builders for their needs. With the collaboration request approved, Able can address the app deployment request. After a review of the application, Able can sign off on the deployment request, confirming that the app's data models and user experiences, automation, integrations, and security policies meet the standards outlined by his Citizen Development Center of Excellence. That due diligence enables him to authorize the app's promotion to their test instance. At this phase, App Engine automatically generates a test using ServiceNow's automated test framework that can be extended for the needs of the business. This test phase also includes an instant scan to ensure best practice and security issues are brought to the admin team's attention. Once complete, all logs associated with these tests are available in the deployment request record, providing full traceability regarding this app's journey to production. Satisfied with the test results, Able approves the next phase of deployment, authorizing promotion to the stage instance. Within stage, the application will go through any final evaluation necessary before transition to production. This step will help ensure that integrations are functioning properly, permissions are working as planned, and could even give a handful of early adopters a chance to test out the app. The final approval will promote this application to the production instance, once again handling all of the migration of this app's code with a single click of a button. This particular deployment pipeline involves four different instances, but the flexible pipeline configuration of Engine Management Center means that you can set up any type of pipeline that fits your needs, perhaps just two instances or maybe even five. With this final push, Carla's app is now safely in production and ready to meet the demands of her business. The comprehensive record of this deployment request will always be available within App Engine Management Center, offering a variety of helpful resources such as the deployment environment results page, which gives a quick summary regarding issues found during deployment. This powerful new capability makes it easy for everyone to participate in the low-code revolution and gives administrators peace of mind as they build out and govern their citizen development practice. The customizability of this framework means you can tailor the process to fit your needs, whether that entails offering collaboration descriptors that match your organization or customization of your deployment pipeline to align with your instant setup. And of course, the best part is that all of these solutions are available in one unified place, the ServiceNow platform. For more information, please be sure to check out ServiceNow.com. Thanks for checking out this demo. And have a great day. [MUSIC PLAYING]
Automate and connect anything to ServiceNow with Automation Engine
## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 [MUSIC PLAYING] In a world where going faster with greater consistency is a desired outcome, automation is one of the most pivotal factors differentiating high-performing businesses from those struggling to keep up. Market leaders are automating two to five times more work than their lagging counterparts, giving them the competitive edge to realize higher revenues, improved workforce productivity, and fewer business continuity disruptions. ServiceNow provides a comprehensive cloud platform to drive end-to-end automation that can help your business realize new levels of efficiency, integration, and productivity. Automation Engine is the key to this potential, offering a native low-code suite of automation and integration capabilities that work cohesively with both your modern as well as your legacy enterprise systems. Let's take a look at an evolving partnership between two fictitious companies and see how quickly Automation Engine can make a valuable impact. Acme Inc. has recently established a formal partnership with one of their key suppliers, Vendor Co., in order to optimize the way they jointly meet the needs of their customers. To kick off this new partnership, the two businesses need to navigate the initial agreement and documentation phase, hold a kickoff workshop to commence planning, and establish technical linkages between their key information systems. In the past, Acme Inc. struggled with a cumbersome partner onboarding process that involved a great deal of human latency and manual steps. This process required coordination between finance, legal, and operations teams associated with both companies, resulting in an interaction that could take weeks, if not months. App Engine allowed Acme Inc. to quickly build an app to address this problem, allowing their team to not only easily create a data model and an array of stellar user experiences but also leverage the power of Automation Engine in a structured low-code environment. Using Automation Engine, Acme Inc. now has a streamlined approach that automates the onboarding process, providing an automatic mechanism to coordinate with each constituent in parallel. The heart of the solution is Flow Designer with the IntegrationHub spoke for DocuSign, which allows the flow of work to move forward autonomously, requiring a minimal amount of human interaction. Using a catalog item, a member of the operations team can easily kick off an onboarding request, which will then dynamically generate the appropriate documents in DocuSign. From there, automation in Flow Designer will handle the rest, ensuring that all appropriate parties complete the necessary steps, and that management approval and notification is incorporated as needed. This automation enabled Acme Inc. to expedite the traditionally lengthy onboarding phase and allow them to focus on their impending strategic kickoff. Thankfully, this event was also streamlined thanks to the use of Automation Engine's robotic process automation capabilities. For many of the Acme Inc. employees, this kickoff will be their first time in the corporate offices, which means they need to obtain an ID badge. Similarly, the guests coming from Vendor Co. will need temporary badging to ensure they can access the necessary facilities. Acme Inc. uses a legacy badging application built on the Microsoft .NET framework, which unfortunately doesn't have any API access. This tool requires the lobby ambassador to manually confirm and transfer employee information from their directory to the badging tool. When a guest arrives, the lobby ambassador performs a similar process but also has to confirm with the guest sponsor. Normally, this doesn't present an issue, as the lobby ambassador can handle a few guests at a time, but with such a large influx of guests coming on such short notice, it's pivotal that the access and authorization process be as automated and accurate as possible. Robotic process automation solves this problem with ease, enabling sophisticated workflow automation that connects with this legacy tool, eliminating the need for manual repetitive work. The beauty of the solution is that all the automation is unified on a single platform and is using Flow Designer as well. Using the ServiceNow platform, employees can use the Service Catalog within Employee Center to request that badges be available for them at the location and time of their choice. The Service Catalog can also be used by the kickoff coordinator to proactively request guest badges. These requests will then trigger a flow in Flow Designer that automatically interface with the badging system using an RPA robot, or what we call a digital worker, while simultaneously keeping interested parties informed. Once triggered, the RPA robot springs into action, equipped with the data flowing from the ServiceNow request. It will first log into the badging app with appropriate permissions, select the appropriate badge type, enter the necessary details, and determine the completion states that it can send that status back to the ServiceNow instance. As you can see, not only is this automation massively faster. It also provides greater accuracy and traceability. Back in the ServiceNow instance, admins have full visibility to the activities of the RPA robots. RPA Hub serves as the central management interface through which admins can build, administer, and monitor their RPA activities. Admins can manage the lifecycle of their RPA automation, package them for distribution, manage their plug-in library, and more. Another great feature of RPA Hub is the ability to track business application dependencies so that your organization can tactfully manage upgrades to applications involved with your automation. The RPA Hub spoke is a native component of Flow Designer, so you can incorporate robotic process automation in nearly any process or workflow. This flexibility allows you to create truly complete automation that can integrate via API with modern systems using Integration Hub's out-of-the-box spokes or via tight coupling using RPA, all orchestrated on a modern, intuitive, low-code platform. With this badge generation automation in place, the lobby ambassador can focus on what they do best, and the attendees can rest assured their kickoff will start on time. While the leadership team of these two companies strategize, their respective IT teams are already hard at work integrating and streamlining their backend systems. The integration capabilities of Automation Engine encompass more than individual low-code spokes. They also include powerful mechanisms to link disparate systems. One such capability is Integration Hub Import, a low-code tool that provides a structured framework wrapped in an intuitive user interface that walks you through everything you need to execute and monitor even the largest import jobs. Acme Inc. has a critical dependency on issues tracked via Vendor Co.'s Jira instance. In the past, major impacts to Acme Inc. could have been avoided if an automated linkage between systems of record had been established. Now using integration of Import, issues in Vendor Co.'s Jira instance will be automatically synchronized with Acme Inc.'s ServiceNow instance, enabling a bevy of dynamic updates and flags to be triggered should a specific condition be met. This solution provides a reliable way to extract just the information Acme Inc. needs from Vendor Co.'s system, eliminating the need to give Acme Inc. full access to their internal information. To amplify the efficacy of this new integration, Acme Inc. has also established an automated notification system to provide their teams proactive visibility to Vendor Co. issues of interest. After the issues have been imported from Vendor Co.'s Jira instance, Acme Inc.'s automation will kick in any time an issue surfaces with both high impact and high customer usage. Once triggered, this flow will use ServiceNow's automated email notification to update key aliases along with the Microsoft Teams spoke to notify on-call staff and triage Teams Rooms. There are near countless ways these two businesses could take advantage of the out-of-the-box integration of spokes available with Automation Engine. With an ever expanding library of over 175 spokes and over 4,000 pre-built data actions, there's a good chance these two entities will rarely find themselves needing to write a custom integration, but if they do, ServiceNow has got them covered. Automation Engine's solution portfolio offers not only low-code tooling but also a deep range of sophisticated tools for pro developers. One such capability is Action Designer, a robust framework that allows you to create custom integrations for differentiated use cases and package them as spokes for reuse by anyone. Action Designer supports JavaScript, REST, SOAP, PowerShell, SSH, and more. You can even copy and extend existing ServiceNow spokes to give your company even more flexibility with the way they connect external systems. Using Action Designer, Acme Inc. and Vendor Co. can rest assured that by using ServiceNow as their platform of platforms, they'll be able to quickly and easily address any business challenge or opportunity that comes their way. This single-platform approach will help them not only automate their current business processes but truly reimagine the way work gets done. ServiceNow's relentless focus on ease of use and innovation means faster time to value due to the ever-evolving catalog of solutions and capabilities, allowing these two customers to leverage best-in-class, cloud-based functionality with little to no operational overhead. Leveraging ServiceNow also means substantially lower total cost of ownership, given that all of this automation runs on ServiceNow's Cloud Infrastructure. It's easy to see how much of a difference Automation Engine can make and how rapidly this technology can be integrated into nearly any ecosystem. But to make things even easier, we invite you to partner with us to amplify your automation journey. Engage your ServiceNow account team to identify and prioritize automation opportunities within your business and then address them head on with Automation Engine. And as always, be sure to visit servicenow.com for detailed information and product documentation. Thanks a bunch for checking out this demo. Have a great day. [MUSIC PLAYING]
Boost employee productivity and organizational efficiency
## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 [MUSIC PLAYING] ServiceNow continues to help organizations to create a great employee experience by boosting employee productivity and driving organizational efficiency. In this demo, we'll focus on how employees communication and take action through the devices and channels that make sense for them, how HR teams can work efficiently through intelligent purpose-built workspaces, and how the experience can be continuously improved with real-time data. Let's start our journey with Emily. She works remotely. So it's critical for her to have access to her company's resources wherever she is. Today, while taking her dog for a morning walk, she opens her Now mobile app to get the help she needs. Here, she sees pertinent communications from her company pushed directly to her as well as other info like upcoming space reservation, tasks, or requests. Today, she needs to get some help understanding her company's policy for reimbursing tuition expenses since she hasn't done this before. And since she's out and about, she simply starts a chat with the Virtual Agent. By using natural language, it's easy for her to type in what she needs to get help with. It looks like the Virtual Agent has found a couple of things for her. To make sure her program is covered, she first wants to review the policy. Since it's all housed within ServiceNow, Emily can review the policy right from her device, and after confirming her course is covered, open the request right from here. All she needs to do is populate some basic information, like what course she's taking and how much it costs. And then she can submit it. Now she's automatically kicked off a workflow to get the process started all from her mobile device. And when she gets back to her home office, Emily logs into her company's modern internet built on the Employee Center to get her day started. Here she sees additional announcements specifically for her, as well as information from across her company, like news, recommended content, upcoming holidays, frequently used applications, and more. But right now, Emily wants to check on the progress of her reimbursement request. The good news is, since where she starts her day is built on the workflows of the Now platform, she can pop right in and see her request alongside the others that she might have opened. Right away, Emily can see all the details at a glance, including granular info like how long this will take to resolve based on the machine learning of similar cases. So not only does she know who is owning the process where it stands, but also has peace of mind that this will be wrapped up in plenty of time. She notices the workflow has assigned her a new task to complete as part of the process. All she needs to do is review and sign a document that is automatically populated with the details she provided when submitting the request. By leveraging the data she has already provided, it cuts down on duplicative effort and drives a more seamless employee experience. And with a quick e-signature the task automatically closes and drops off her list of to-dos. And in case she ever needs to access this document again, it is automatically added to her employee profile for quick access. Here, it is housed alongside other info like her PTO balance and pay stubs that have been fed in directly from her HR and payroll systems. Now she has one spot where she can go get info and take actions across ServiceNow and other systems. And before getting on with her day, she wants to double-check what the next step is. She sees that it's now waiting to be approved. Because all of the details were clearly laid out for her, Emily sees that it needs to be approved by her manager Maria. So she decides to ping her quickly to keep the ball rolling. From Maria's perspective, when Emily reaches out through Microsoft Teams, she can chat with her and move Emily's request forward without navigating away. Instead, because the Employee Center is embedded natively within Teams, she can pop right in. And just like Emily, Maria's content is personalized to her. Since she is a manager, she's pushed manager-specific communications directly to her. And because the embedded experience is the same as what she would get outside of Teams, all the content and action she needs to take are right here at her fingertips. So she can easily see the details of Emily's request and approve right from her home page. And picking it up from the point of view of Harry, our HR agent that was assigned to Emily's case, we can see that his workspace makes it clear what other cases he has assigned, any high priority cases, and if there are any at risk of breaching SLAs, making it easier for him to prioritize and take action on all these moving parts. But for now, Harry wants to tackle Emily's case. So he clicks into the case tile to see the details. From here, Harry has granular detail about Emily's tuition reimbursement case, such as the channel she opened the case from, what service is tied to, and more. Of particular interest is the skills section, which is what was used to auto-assign the case to Harry based on machine learning. This helps cut down on errors when managing a case like this by ensuring it is only rooted to the right individuals based on skill, geography, service, and other criteria. And his HR Agent Workspace provides all the info he might need to help manage a case like this. At a glance, he can see all the biographical info about Emily as well as see that her manager is Maria. Because this info is critical to ensure an excellent experience, it is served right up to him. To make Harry's life even easier, Agent Assist provides him with the intelligence selection of knowledge articles from across the company that are directly related to this case. So if Harry needs further information about how to handle this case or to confirm Emily fits the criteria for reimbursement, he doesn't have to leave the workspace to find the right information. And because the document Emily signed is tied to the case itself, Harry doesn't have to go searching in an outside document repository. Instead, he can tell right away that it's been signed and uploaded by Emily. He also has access to prebuilt response templates as well as step-by-step fulfillment instructions. So that no matter who receives this case, the service they provide is the same. He sees that since Emily has uploaded the signed document, all that's next is approval from both her manager and himself. If Harry needed more info from Emily, he could always open up a team's chat directly with Emily from the workspace. No need to reach out via email or phone, but rather connect with Emily in the channel she's most used to collaborating in. But in this case, Harry has all the info he needs to move the case forward. So he clicks into the approver's tab to confirm Maria has already approved the case. Since Maria has already approved, the workflow automatically assigned an approval task to Harry for final approval. Since everything is looks to be in order, he updates it to approved. Now when he returns to the Details tab, he sees that the case is fully approved. So Harry saves the case and it will await Emily's final transcripts before reimbursing her expenses. And before wrapping up his work for the day, Harry wants to prepare for an HR leadership meeting he has in the morning. So he wants to check out how the HR team is performing across a number of KPIs. With the unified navigation menu, it's simple for him to pop into the leadership dashboard without navigating away. Here he has real-time data on how the HR team is performing holistically. Not only does he have data about HR service delivery, but also insight into the broader employee experience, like net promoter score, attrition rates, which channels employees are engaging in, and more. He can also see voice of the employee data, which helps leadership keep a pulse on what employees need and where HR can continuously improve. With ServiceNow, it has never been easier to boost employee productivity and drive organizational efficiency, all to deliver a great employee experience. [MUSIC PLAYING]
Unifying experiences for people and places
## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 [MUSIC PLAYING] In the world of hybrid work, the employee experience is intertwined with where work gets done. With ServiceNow, it's easy to create a unified experience across your people and places. In this demo, we'll show how companies can create personalized crossdepartmental journeys during moments that matter, how they help employees grow with curated learning opportunities, and continuously improve service delivery with in-moment feedback, and ensure a seamless experience for employees to collaborate safely in person. So let's dive right in. Let's start our journey with Maria, a manager who logs into the Employee Center to get some work done today. She has someone new transferring into her team so she wants to kick off the process right away. With the power of a search right at the center of her home page, she doesn't need to navigate far to get it started. She just typed in a few keywords and is immediately presented with some suggested results. Maria can see there's a lot of info out there about transfers, but the intelligence of AI search knows that she's probably looking to start a transfer process so she goes ahead and clicks into the Genius Results. From their, all Maria needs to do is put in some basic details about who is joining her team and when they will be starting, and then she can submit the request to trigger the transfer workflow. Powered by the life cycle events engine, all the key steps in the process are already laid out for her. She can see what tasks she needs to complete as well as the tasks Isabelle's assigned as part of the process. This allows managers and their employees to be on the same page when going through complex cross-departmental journeys like this. To keep the ball rolling, Maria wants to tackle the first item for her, which is creating a custom journey accelerator plan to help Isabelle ramp up. Maria simply needs to indicate that this plan is for Isabelle and chooses from the pre-built plans her company has provided her. And to make sure someone is with Isabelle every step of the way, she adds Emily as a mentor to the plan for good measure. Next, she's immediately greeted with a plan in draft form. To cut down on the amount of work Maria needs to do to launch one of these plans, a lot of the steps have already been built for her. She can see how the ramp up process will be orchestrated across the coming weeks and months to ensure a smooth transition. But Maria wants to add a task that's specific to her team so she goes ahead and chooses to add a new to-do. She could choose from one that she's used in the past, but she wants to create a new one in this case. For right now, she wants to include a new e-learning in the plan that she's found helpful for the rest of her team. With learning post capabilities included in the journey accelerator plan, Maria can quickly choose from a library of courses fed into ServiceNow from one of their pre-built integrations to a learning provider. Once she chooses the course, she can assign it to Isabelle, indicate when it should be completed within the plan, and, in this case, she saves it as a template for use in future plans. Now that she has the plan set up the way she wants, Maria can publish and it will automatically assign the task to Isabelle, Emily, and Maria herself. And while she's here, Maria wants to check off that she's assigned a mentor to this plan. All she needs to do is mark it as complete and it will fall off her list of to-dos. But to make sure they're continuously improving the experiences for managers and their teams, Maria is prompted to complete a quick listening post survey to capture her moment feedback. With a quick five star review and a comment about how easy the process was, the feedback is submitted to the HR team. And when she navigates back to the plan, she can see that the task is marked as complete and she can move on with the rest of the ramp up plan. A little later on, Maria receives an email indicating that Emily has reserved a desk for the day to come into the office to help onboard Isabelle. Given that this is the first time in a while she'll have a few people in the office at once, Maria wants to take this opportunity to have a team meeting with everyone. Since Emily reserved her space through ServiceNow, it is simple for Maria to find a space to meet that is in the same area as Emily. Now she could let the system automatically assign her a nearby seat, but Maria wants to get a conference room for the meeting so she clicks into Browse All the Spaces. She is then automatically redirected into the space reservation section of the Employee Center. Here she can see all the different types of spaces she can reserve as well as more information. If this was just Maria coming in, she might choose a desk. But instead, she updates the search to find an available conference room. With the native mapping capabilities of ServiceNow, it's easy for her to see all the available conference rooms around Emily's reservation. She can zoom in until she finds the right space. It looks like this room is by Emily and Isabelle and will be big enough for her team to collaborate. Once she has selected it, she can confirm additional details like a subject, reservation summary, and she can even invite Isabelle and Emily to the reservation right from here. Now they will get notified that she has a conference room for them to connect in person. Once she confirms all the details fit her needs, she can submit and the space will be reserved for her. Once the space has been reserved, Maria wants to double check what the health and safety protocols are for coming back into the office. To make it easy to find this critical information, her organization has configured a dedicated microsite in the Employee Center to house all the details about coming back to the office. Here Maria can see announcements pushed directly to this page, just like on her home page, to drive action and communication for targeted content. It also has featured content, associated articles and requests, as well as videos and other links to give Maria everything she needs all in one spot. Thanks to the banner announcement, she sees that there are updated workplace policies that have been published so she dives in to learn more. Here she can see the updated policies and confirm the requirements all without leaving the Employee Center. Specifically, she notes that she will need to upload a vaccination status for COVID-19 or a negative test prior to gaining access to the building. Fast forward to the day of the team meeting and Maria opens her mobile app to quickly update her vaccination status before coming in. Her company has a dedicated space on the app to inform and take action on health and safety activities. She has already flagged herself as returning so she wants to check the rest of her status to enter the office. Since she hasn't uploaded her vaccination information yet, she immediately sees that she is not cleared for entry. But right from here she can click in and submit her vaccination status. With just a few clicks, she can input that she was vaccinated and which types she received. Since she received a one dose vaccine, she'll only need to complete this once. But if she had two doses, she would be automatically prompted to submit a second dose at the appropriate time. From there, she just needs to choose when she received it and upload a picture of her vaccination card. She could take a picture and upload it right then. But since she already has it in her library of photos, she just uses that image. Once all that information is submitted, she sees that her status is automatically updated and she's cleared to enter the office. And once Maria is in the office, she wants to greet Emily and Isabelle at their desks before the team meeting starts. With the wayfinding capabilities of ServiceNow built into her app, all she needs to do is put in the start and end locations and it will automatically provide her with the most direct route to meet them. Now Emily, Isabelle, and Maria, as well as the rest of their team, can start the rest of their journey together. [MUSIC PLAYING]
Systematically harden the digital attack surface
## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 [MUSIC PLAYING] Today we'll be looking at how ServiceNow helps IT and security teams work together to systematically harden the digital attack surface. Organizations face vulnerabilities in the tens and hundreds of millions in an ever-expanding attack surface. The recent Log4j vulnerabilities showed us that response teams need to be ready for emergency exposures in high volumes across different attack surfaces. ServiceNow Vulnerability Response helps security and IT teams work with this data at scale, making it easy to find what matters and act on vulnerabilities in bulk, maximizing efficiency. The Vulnerability Manager Workspace allows security teams to visualize their data and watch topics. This makes it easy to track millions of vulnerabilities and visualize exposure. Watch topics show the types of vulnerabilities and assets that are most important to your organization. Security teams can set up sophisticated watch topics that capture specific slices of their data and monitor when to take action, such as the Log4j vulnerabilities shown here. When the response team is ready to act on a slice of vulnerabilities, they can initiate remediation in bulk across a whole watch topic by creating a remediation effort. The work will be automatically divided into remediation tasks and assigned to the appropriate stakeholders in IT remediation groups. Remediation efforts and tasks help us organize vulnerability data into easily managed chunks so that IT teams can quickly and efficiently target and remediate the most critical vulnerabilities that slip through the patching process. From the IT Remediation Workspace, the IT remediation owner can work on fixing these vulnerabilities within their remediation target. If they're ready to fix the vulnerabilities in this remediation task, they can create a change request at the click of a button. Change requests can be created easily and accurately from here using your organization's standard change templates and any customized change approval workflows that have been put in place. Note that information about the vulnerable assets and how to fix the vulnerability is pre-populated into the change request, if available. This integration is bidirectional so when the change has been implemented, the remediation task and its vulnerable items will be marked as resolved and await confirmation from the next scan. In this case, we'll simply resolve these, leaving a note the change implementation is in progress. But how do security teams and IT remediation owners know what to work on first? Using threat intelligence and business context available in the Now Platform, vulnerability response provides true risk-based vulnerability management tailored to your enterprise. ServiceNow can act as a calculator of calculators, pulling in information from all sources and providing a 1 to 100 score of cumulative risk. Simple GUI-based calculators can be used or, if desired, more precise and complex logic can be supplied in JavaScript. For instance, we can change the weight of the input criteria to prioritize vulnerabilities with an available exploit on internet-facing CIs' support of business critical service. We can even incorporate third-party sources into risk score calculations, like the Tenable calculators seen here. To get vulnerabilities to the right owners, scan findings are automatically assigned to groups or individuals based on rules. Assignment rules can be tailored to your needs using any data available in ServiceNow to determine the best assignment for a vulnerability. These remediation tasks, created earlier for the Log4j vulnerabilities, have been automatically assigned to the best groups. But sometimes vulnerability ownership is too complex for rules. When a vulnerable item is unassigned or incorrectly assigned, we can use machine learning predictive intelligence to provide assignment recommendations in bulk, saving security analysts time in chasing down assignments and getting vulnerabilities to the right owners faster. But to fix a vulnerability, security and IT teams need more information than CVE ID and a risk score. They need to know what solutions are available, what other softwares could be exposed, and references to common knowledge from multiple sources. ServiceNow stores a library of CVE entries from the MVD alongside third-party vulnerability definitions. We also store reference information and a list of vulnerable softwares to be presented alongside your scan results. This is what the recent Log4j vulnerabilities would have looked like to an investigating analyst. In particular, this Log4shell vulnerability. The threat intel integrations help us understand what is happening with this vulnerability in the wild. Is there an exploit kit for it? Is it being exploited often? Solution integrations with Microsoft and Red Hat show the available patches and fixes and which solution is preferred for each item. This provides remediation instructions to teams without the need to search, whether it is applying a patch or something like changing a setting. With all your vulnerability data in the ServiceNow platform, even the high level reports delivered to executives are built into a single source of truth. This CSO dashboard is available by default and features interactive widgets with real time data. This helps show actionable insights into your security posture like the prevalence of the Log4j vulnerabilities, shown here. Vulnerability response is the control tower of defensive security across the entire attack surface, extending your response automation across application security, and operational technology, and IoT vulnerabilities. Application security testing scanners can be integrated to show security flaws on in-house applications. You can even perform penetration testing assessments on applications and capture the findings right next to vulnerabilities found by automated scans. With operational technology management, OT and IoT vulnerabilities can receive the same risk-based response with all of the nuance of their Purdue model equipment relationships and site management information. In the ServiceNow platform, your vulnerability data can be put into a new context with data from other business functions. And the experience can be tailored to your processes and metrics. Users can create their own reports and dashboards. The CSO dashboard is a great example of what customers can rapidly build using our GUI-based report engine and drag and drop dashboards. One of the advantages that ServiceNow has is the ability to bring together data from many groups to provide holistic insights across the board. Finally, it's easy to integrate your security tooling with ServiceNow. We offer integrations with vulnerability scanners like Tenable Security Center in IO, Qualys, Rapid7, Microsoft Defender, Vericode, Fortify On Demand, and Tripwire as well as vulnerability threat intelligence solutions for enrichment such as Recorded Future, iDefense, and Shodan, and ExploitDB. All these and more are available to install with just a few clicks from the ServiceNow store, alongside many more certified applications offered by third-party partners. Today we've seen how ServiceNow Vulnerability Response can systematically Harden the entire digital attack surface by visualizing exposure, automating response processes, improving prioritization with integrated threat analysis and business impacts triage, enhancing collaboration between security and IT, and providing the big picture analytics necessary to surface actionable insights. Thanks for watching. And stay safe. [MUSIC PLAYING]
Optimize your DLP incident response
## Transcript X-TIMESTAMP-MAP=LOCAL:00:00:00.000,MPEGTS:0 [MUSIC PLAYING] Organizations have long struggled to keep up with the overwhelming amount of data loss prevention incidents they have to manage. Disparate products across their infrastructure make managing the incidents difficult to track in a timely fashion and can be even more frustrating for end users and their managers. DLP Incident Response, part of ServiceNow Security Operations, gives us the power to integrate with data loss prevention products to import incidents from multiple sources, including endpoint, network, email, and cloud, into a single platform. Then using a remediation workflow, we can automatically assign incidents to end users, managers, and DLP analyst teams with automated incident assignment and escalation, all using intuitive, easy to use workspaces designed specifically to make managing and reporting this work easy. There are four main use cases that DLP Incident Response helps address. First, by enabling the API integration with solutions, like Symantec Broadcom DLP, we can import incidents for endpoint, network, cloud, and email into ServiceNow and then invoke DLP incident remediation workflows involving end users or employees, managers, and DLP analysts. DLP Incident Response also allows DLP administrators the ability to define and filter which incidents will be imported into ServiceNow based on the requirements of the organization. DLP administrators can also configure email templates for coaching and communicating to end users and provides comprehensive reporting on incident trends. And when it's needed, incidents can be escalated up the chain of command. DLP admins can define the escalation criteria for the different types of incidents. Furthermore, DLP analysts can also look into their own workspace to view the state of DLP across their enterprise and respond to different incidents directly when needed. Finally, DLP Incident Response reduces the burden on the DLP analyst team. Since many DLP incidents are generated due to the error on the end users' part, now incidents can be assigned directly to the end users. And email templates can be used either as a weekly digest or whenever an incident is discovered with why the incident was generated and how to resolve it. Let's take a look at the DLP Analyst Workspace first. And then we'll see what the end user workspace looks like. The DLP Analyst Workspace is designed to give the people responsible for managing incidents a holistic view of data loss incidents in their environment. It shows DLP analysts a wealth of information, including open incidents by severity, the top offenders. If we scroll down, we can even see open incidents by policy, scan source, and more. Let's drill into one of these categories. Let's look at the critical open incidents by severity. We can see that there's a lot of information available to the DLP analyst, including the policy names, the state of each individual incident, the severity, et cetera. If we look at one of these, we can see that it shows the state, the scam type, the source, as well as the end user. And in this particular case, we can see that this particular DLP incident was assigned to the end user automatically based on assignment rules the DLP admin set up. Now let's switch personas and take on the role of Danny Watson. We're now logged in as Danny, as we can see in the upper right hand corner. We could see a few important details when we log in to the end user workspace. We can see the escalated incidents, incidents that are assigned to you, due to the next seven days, et cetera. Let's go ahead and look at the incidents assigned to you. And, again, we see a lot of useful information for the end user, including the policy name of each incident, the severity, scan source, and, when appropriate, the file location. I'm going to scroll down and find the same incident that we were looking at earlier. A lot of the same information is available to the end user that the DLP analyst saw, such as the scan type, source, end user. It's worth noting that Danny can upload attachments if needed. For example, if Danny received an email exception from management, they can attach an email right here. The end user can also take direct action, such as reporting this as a false positive, reporting that it's the wrong owner, or submitting a response. Let's go ahead and see what different responses are available to us. Now, these responses were set up by the DLP administrator ahead of time. This is fully customizable. So in this particular case, we can say that we've deleted the content. We can say this is required for a business process, like in the example we had just talked about, using the attached file. Or we can say we've deleted the file. Once that's done, we can enter in some comments and click Submit. That was a brief look at the new DLP Incident Response for ServiceNow Security Operations. If you'd like to learn more, please visit us at www.servicenow.com/sec-ops. Thank you. [MUSIC PLAYING]