Knowledge 2024
1056 sessions
Deliver exceptional talent development experiences with ServiceNow
<p>Today’s leaders face intense pressure to achieve more with fewer resources, drive retention, and propel business growth. Join this hands-on lab to understand how Employee Growth and Development helps organizations deliver orchestrated talent development experiences and drive their businesses forward. Key learning topics include:</p> <p>• Providing self-guided talent development experiences from a single place</p> <p>• Developing highly skilled individuals aligned to business goals</p> <p>• Making better talent decisions using AI-driven skills intelligence</p>
Change enablement: Unifying two change management cultures with ServiceNow
Join this session to hear about Intermountain Health's post-merger transformation, unifying two healthcare organizations and 70k employees. The goal: harmonizing two change management processes into a cohesive enterprise practice through change enablement. Discover the benefits of the ServiceNow® platform and using applications such as Service Operations Workspace (SOW), CAB Workbench, and Change Models.
Providing social and financial assistance with Public Sector Digital Services
<p>Join this session for a demo of Public Sector Digital Services, showcasing how the product empowers governments to deliver assistance to those that they serve. Discover how the solution makes government more accessible and equips agents with the necessary tools to deliver on their mission quickly.</p>
Now on Now: Anatomy of a major incident through the lens of SecOps
<p>With new cybersecurity regulations like the SEC disclosure rule and NIS2 directive, it's time for some practical advice. In this session, learn the measures ServiceNow® takes to prevent, detect, respond to, and recover from such incidents using capabilities like Security Incident Response (SIR) and Major Security Incident Management (MSIM). Our global incident team will share how we foster a culture of automation, collaboration, and continuous improvement by optimizing for human skills vs machine muscle. See how we ensure data and evidence comply with governance and audit expectations.</p>
Generative AI for ServiceNow application development
<p>Unlock the future of ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> application development with Generative AI. Dive deep into a world where artificial intelligence seamlessly integrates with the Now Platform<span style="font-size: 12.0pt;"><span style="">®</span></span>, automating and optimizing app development processes. From rapidly generating prototypes to fine-tuning intricate application features, discover how Generative AI can revolutionize the way you design, develop, and deploy applications on ServiceNow. Embrace the next wave of innovation and propel your ServiceNow solutions to unprecedented heights.</p>
ServiceNow Studio: Your new home for developers
<p>Want to get a sneak peek at the upcoming Developer Studio? Join the <span style="font-size: 11.0pt;"><span style="">ServiceNow®</span></span>product team for a deep dive into some of the features that will be available to platform developers in Developer Studio, including a brand new application file navigation experience, integrations with your favorite ServiceNow Builders like Table Builder and Flow Designer, and a revamped application packaging and deployment experience.</p>
Arrow’s journey to an enterprise portal utilizing ServiceNow Employee Center Pro
Arrow enhanced employee experience through an enterprise-wide portal using ServiceNow®'s Employee Center Pro. This session highlights collaboration between IT and HR Technology to merge two portals into one, incorporating virtual agent, Teams integration, and mobile support. Additionally, Arrow utilized micro-sites to transition from SharePoint to ServiceNow as the primary "digital front-door." Attend this session to hear valuable lessons learned including UI/UX design, taxonomy definition, insights into adoption metrics, and a roadmap for future platform enhancements.
AI Keynote and Roadmap: Put AI to work with the Now Platform
<p>AI changes the way we think about work, and generative AI is the beginning of a new chapter. In 2024 every company will need to formulate a vision and strategy to incorporate artificial intelligence. Now Assist leverages GenAI to provide answers, make predictions, summarize and create content, and automate repetitive tasks. Join Jon Sigler, SVP, Platform, and one of our pioneering customers in this roadmap session to deepen your understanding of ServiceNow’s AI strategy and learn what's new and next with Now Assist, generative AI experiences on the <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">Now Platform®</span></span></span>, and machine learning.</p>
Financial Services Keynote: Game-changers for frictionless CX in the AI age
<p>Are complex processes costing your financial institution — and your customers? As customer demands evolve, financial institutions often add more tech solutions to contact centers and back offices. What if you could break the cycle and future-proof your CX strategy once and for all? Join Vidya Balakrishnan, VP/GM Financial Services Product at <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span>, alongside M&T Bank's leaders and Visa's card dispute experts for the latest on our game-changing innovations and business use cases. Explore how AI-powered customer workflows can help your financial institution continuously reduce costs and gain a competitive edge.</p>
How to scale your ServiceNow investment with minimal technical debt
<p>PayPal, a Fortune 500 technology company that enables digital and mobile payments on behalf of consumers and merchants worldwide, leverages ServiceNow® to drive their digital transformation goals. Discover how Bravium’s Best Practice Engine (BPE) has been instrumental with enabling PayPal to confidently scale ServiceNow across an ever-increasing enterprise footprint. BPE’s real-time and point-in-time guardrails help to ensure platform integrity, accelerate delivery velocity, reduce technical debt, and support multi-tenant, federated development.</p>
Healthcare Keynote: Put AI to work to transform patient care
<p>With a focus on reducing care team burdens and increasing operational efficiencies, healthcare organizations are adopting technologies, including GenAI, to transform patient care. Join this keynote that will assist hospital CIOs, IT leaders, and healthcare executives in seeking answers to their operational challenges, ensuring a future where digital dexterity and healthcare operational excellence go hand in hand.</p>
Healthcare Provider product roadmap
<p>Join this session to learn what's new for Healthcare products at ServiceNow. Hear from healthcare product leaders on how the latest innovations can help transform hospital operations, increase productivity of care team members, streamline collaboration between departments, and elevate patient care, and get a sneak-peak into the product roadmap.</p>
Global Public Sector Keynote: Put AI to work for your mission
<p>Facing new challenges that grow more complex and time-critical every day, Public Sector organizations are committed to achieving their mission. As a result, Government agencies are breaking new ground in delivering services more transparently and equitably than ever before. Join your fellow Public Sector leaders to learn how tomorrow’s advances in AI and other innovations can be accelerated and deployed across the public sector enterprise today.</p>
Public Sector Digital Services (PSDS) Product Roadmap Session
In this session, learn the latest, greatest innovations to Public Sector Digital Services, an expression of Customer Service Management that is purpose-built for the Public Sector. Learn how to rapidly close the gap with consumer-grade experiences, as well as how to modernize Licensing and Permitting.
Maximize platform ROI: Successful solutions to Providers' biggest challenges
Join us for a captivating spotlight highlighting how Healthcare Providers can maximize their Health IT investments with ServiceNow solutions. Customers will share how they are leveraging the ServiceNow platform to enhance clinical and non-clinical workflows. By unlocking platform innovation enterprise-wide, customers are able to eliminate obstacles in patient care, eliminate administrative waste, and create better experiences for care teams.
Maximize platform ROI: Successful solutions to Life Sciences' biggest challenges
<p>Join this captivating spotlight highlighting how Life Science organizations can maximize its current IT investments with <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> solutions. Customers will share how they are streamlining operations on a unified platform, diminishing technical debt, and accelerating product launches, all while effectively managing compliance risks. ServiceNow solutions help position organizations as industry leaders, swiftly bringing groundbreaking treatments to market, setting new benchmarks, and ensuring compliance, all while reducing costs.</p>
Achieving operational efficiency with Clinical Device Management
<p>Within almost every healthcare organization around the world there are thousands of clinical and non-clinical assets, yet most struggle to manage and maintain these assets. These efforts waste time for the care team, and bio-med teams are overwhelmed with adhering to compliance and security mandates. Hear how ServiceNow® Healthcare customers are leveraging a centralized platform to manage and maintain their assets. As a result, they are prepared to deliver optimal experiences to patients and care teams, bolster security and resilience, and protect their investments - all while reducing cost.</p>
Zero trust: Evolving identity and access management
<p>Embark on an exploration of the dynamic interplay between Zero Trust and security within the domain of Identity and Access Management (IAM). Delve into the evolving landscape of security paradigms and discover the pivotal role IAM plays in orchestrating data and network integrity. From adaptive authentication to temporary access provisioning, immerse yourself in the evolving strategies reshaping access controls and user privileges. Join this session to learn the intricacies of applying Zero Trust access principles and navigate the ever-evolving cybersecurity terrain with confidence and resilience.</p>
How Hitachi Energy is making the business case for Gen AI
Hitachi Energy is at the forefront of embracing Generative AI. To go ahead, the company needed to create a viable business case for its CFO. Attend this session to hear Hitachi Energy's step-by-step approach and learn how the company identified Gen AI use cases and linked them to persona-specific business outcomes. Hitachi Energy will share key metrics and how it translated them into a viable ROI.
Legal Transformation Panel: Revolutionizing legal operations with ServiceNow
Join ServiceNow® Legal Service Delivery customers and experts as they unveil their unique experiences leveraging ServiceNow to digitize legal operations and drive remarkable process enhancements while reducing cost and risk. Delve into customer transformation journeys—from manual, unstructured legal processes to streamlined, purpose-built workflows. Gain valuable insights into successful implementation and adoption strategies as well as a glimpse into what lies ahead for legal transformation journeys.
KPMG US: Pioneering the future of employee experiences with ServiceNow
<p>Join this KPMG session to hear its story of a new world of work through a unified platform. Learn how the company is successfully redefining the employee experience, from enhancing employee work and collaboration experiences to optimizing operational efficiencies—all within one unified portal strategically connecting departments like IT, HR, Legal, Workplace, and Risk. This session will share how KPMG achieved a holistic experience through phased adoption with agile teams and their vision for the future including leveraging AI to manage employee presence in the workplace.</p>
Catch your apps taking naps: Protecting your data and enhancing API security
<p>Learn through practical demos how to shield your apps from emerging threats using advanced strategies. This session will cover techniques for securing no/low-code applications on the <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;"><span style="">Now Platform®</span></span></span></span>, focusing on advanced topics like Before Query Business Rules, Knowledge Base User Criteria, Security Attributes, and API Security Controls.</p>
How a customer portal revolutionized the way Siemens AG works with customers
<p>As one of the largest manufacturing companies in the world Siemens AG, managing customer payments specifically for digital and SMB customers is a major challenge. In this session, hear how Siemens GBS and <span style="font-size: 12.0pt;"><span style="font-family: Aptos , sans-serif;">ServiceNow®</span></span> built a customer payment portal to securely process customer payments, cut costs, and mitigate credit card fraud risks. Not only does this deliver self-service customer AR management, this intuitive user experience and efficient payment processing led to greater customer satisfaction and loyalty.</p>
Now on Now: How we keep our C-Suite connected with Integrated Risk Management
<p>Visibility to risk across the enterprise is crucial to growth and success. Learn how we've used our robust Now Platform® to uplevel our view of risk across the enterprise while breaking down silos. Using ServiceNow® Integrated Risk Management (IRM), we can avoid pitfalls and unleash the potential of GenAI opportunities to help us work and collaborate more effectively. Join our panel discussion and hear from ServiceNow leaders about the power of a connected IRM. With it, we are a modern, more resilient enterprise ready to make impactful risk-based decisions.</p>
Service Operations in the AI era
The long-promised AI future is finally becoming a reality. Artificial intelligence can drive real value for every service organization, automating routine tasks and augmenting service agents as they work on solving complex problems. This will be a no-spin session, tailored to those who are eager to start using AI on the Now Platform®. Join this hands-on lab to hear practical advice and learn how to get started with leading practices based on numerous successful customer deployments. Products covered include Now Assist, Task Intelligence, Predictive Intelligence, and Document Intelligence.
Service Operations Lab - Harmonize ITSM & ITOM into one cohesive work experience
IT service and operations management teams need to work together to reduce incidents and improve MTTR, but disconnected tools and processes cause issues. Join this lab to learn how to greatly improve customer and employee experience with ITSM and ITOM. Topics will include: - Responding to and resolving incidents faster by leveraging contextual information, actionable recommendations, and enhanced collaboration capabilities. - Reducing friction and unnecessary manual steps with intuitive workflows and automated assignments. - Enabling better efficiency and communication with SOW.
How the IRS drives rapid HR outcomes with the power of platform technology
<p>The IRS transformed its human resource system across HR, IT & facilities in just seven months, increasing employee self-service by 68% and streamlining workflows across departments. Join IRS experts to learn how the agency addressed its outdated systems, manual processes, efficiency and employee satisfaction. Learn how the IRS leveraged configurable platform tech to implement HRSD and WSD apps and how this project demonstrates the power of platform technology to modernize legacy systems to transform the employee experience.</p>
Scaling onboarding excellence for enterprise success at Intermountain Health
Embark on a journey of onboarding evolution, starting with a regional deployment for provider pre-boarding and expanding to encompass all roles in the organization. Explore how Intermountain Health harmonized the onboarding workflow across roles and regions and emphasized the significance of getting it right from the start. Uncover how meticulous planning and ongoing alignment resulted in an elevated experience for new hires and onboarding teams. Join this session to hear the transformative power of digitally enabling onboarding.
Reduce workplace accidents and make safety accessible to all
Fostering a culture of safety starts with digitally transforming your employee experience. Learn how ServiceNow's Health and Safety solution connects your employees with easy to use, omnichannel tools to transform processes, raise hazard awareness, and ultimately reduce workplace incidents and their severity. This session will include an overview of the Health and Safety product strategy, as well as a live demonstration.
Customer Service Management Keynote: Improve service and spur growth
<p>With rising customer expectations and pressures to reduce costs, delivering consistent exceptional experiences while improving the bottom line is hard. Explore how the ServiceNow® Intelligent Platform uses generative AI to reshape customer experiences, enhance service, and improve revenue across the customer journey. Hear ServiceNow customers share real stories of adapting to ever-changing customer demands, propelling growth and excellence.</p>
Inside Kyndryl's 24-week onsumer-grade employee experience transformation
<p>Explore the intricacies of enhancing employee experience from the <span style="font-size: 11.0pt;">ServiceNow® </span> platform in this informative session featuring insights from Kyndryl and the EY whyaye team. This session delves into the collaborative transformation of the Kyndryl ServiceNow platform transitioning it from a legacy third-party environment to a consumer-centric, consumer-grade platform. Strategies used to drive user adoption, elevate consumer experience and expedite delivery outcomes—all within a remarkable 24-week timeline will be discussed.</p>
Honeywell's IRM journey: Path to continuous compliance monitoring
<p>See how Honeywell and EY teams collaborated to streamline complex compliance requirements into a single, intuitive solution. This session offers an in-depth discussion on Honeywell's ongoing IRM journey of building a continuous compliance automation, including the establishment of phase-by-phase roadmap and how it was implemented. Join this session for a unique opportunity to gain insights directly from the business leaders shaping the future of compliance solutions.</p>
Connect & Inspire: Strategies for succeeding and leading as a Woman in Tech
<p>Have you ever been the only woman in the meeting room? Then this luncheon session is for you. This panel discussion is uniquely designed for women who have grown up in the technology industry and have often experienced being the only woman in the room. Join the Connect and Inspire Women in Tech luncheon for an informative discussion where women and their allies in technology leadership roles discuss how they succeed, advice for leading teams and for retaining women in the technology industry, tips for the role allies play in advancing women, and guidance for paving the way for others while leading the charge on technology innovation. </p> <p><em>Please note select 'save my seat' to reserve your seat at the luncheon, seating is limited. The meal is not prepared in a nut-free facility.</em></p> <p><em>The room will open at 11:00am, the panel discussion will be hosted from 11:15am- 12:00pm and lunch will be served from 12:00pm - 12:45pm</em></p>
Product roadmap: Innovations for Workplace Service Delivery
<p>The enterprise workplace is undergoing a rapid transformation, fueled by technological advancements, shifting employee expectations, and the ongoing requirement to manage costs. Join this roadmap session focused on the transformative investments planned for both Workplace Service Delivery and Health and Safety. Hear from product leaders on how these investments will propel organizations into the future, with focus on:</p> <p>- Next-generation workplace experiences</p> <p>- Intelligent insights on occupancy, space, and workplace operations</p> <p>- Fostering a safety-centric culture</p>
Revitalizing employee experience: How Alcon transformed Global Shared Services
<p>Alcon's Global HR leadership sought to improve the company's HRSD instance for cost reduction, an exceptional employee experience, and technical stability. The Global HR Innovations Lead and ServiceNow<span style="font-size: 11.0pt;"><span style="">®</span></span> Platform owner enlisted the help of KPMG in optimizing the employee experience and bringing Alcon ‘back-to-box’, leading to the implementation of dynamic solutions including ESC to EC Pro, Native UI to Agent Workspace, and lists to dashboards. Join the celebration to learn how strategic collaboration can enhance service delivery and exponentially improve service excellence.</p>
Employee Experience Keynote: Boost productivity, reduce costs, & elevate talent
<p>In an era where organizations face challenges of maximizing productivity and optimizing costs, the transformative potential of Generative AI (GenAI) emerges as a game-changing innovation. Join us as we explore how ServiceNow’s cutting-edge innovations are supercharging employee productivity, significantly reducing operational expenses, and elevating talent development across your hire-to-retire processes. Hear how our customers JPMorgan Chase and AT&T have embraced these innovations to fuel growth and drive better business outcomes.</p>
From hire to retire: Unleashing AI's impact on the employee lifecycle
<p>Join this session to explore INRY's journey in crafting end-to-end employee experiences for organizations. Learn about streamlining recruitment processes, optimizing onboarding experiences, enhancing position management, and fostering employee growth and development. Experience how INRY's innovative approach leverages AI and an ecosystem of applications built on ServiceNow to deliver seamless employee journeys from recruitment to retirement, ensuring organizational success at every stage.</p>
Finance and Supply Chain Keynote: Automate manual work across the back-office
<p>Learn how <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> can help scale accounts payable or streamline supplier onboarding by eliminating the manual, unstructured work that slows teams down. Hear how customers like Dropbox are cutting their source-to-pay cycle times in half, while providing a better experience for everyone.</p>
IT/Cloud Keynote: Customer perspectives on IT strategies to digitally transform
<p>What does it take to be a world class technology organization? The pace of change is accelerating. The remit for the CIO is expanding, reaching into every part of the company. The CIO must drive better business outcomes, deliver business agility, and help their organization deliver against goals. In this session, will learn from customers who are successfully transforming digital operations. In addition, get a peek into new ServiceNow® technologies (incl. GenAI) that will help: 1. Deliver strategic tech initiatives 2. Optimize tech spend 3. Automate & accelerate tech service operations</p>
Accelerating change: How Nissan drives innovation with TOFFEE and AI
<p>Since 2020, Nissan's IT medium-term plan, "Nissan Digital Next," has been transforming digital landscapes and modernizing operations with "TOFFEE," a ServiceNow APM tool that enhances business applications with visibility and portfolio management. The next IT plan aims to upgrade TOFFEE with AI and new services, reshaping IT management to boost agility and efficiency. This session will outline the "Nissan Digital Next" achievement with TOFFEE and a vision for an AI-driven future. Discover how leveraging technology can be used for a smarter tomorrow.</p>
Modernize compliance programs
<p>Join this session see how easy it is to get started with a modern compliance management program – and how much time can be saved. After walking through one regulation, this demo will provide a glimpse of some real time savings including harmonizing controls, to reduce duplicate efforts, as the number of regulations grow.</p>
Lab: Proactively manage technology risk and cybersecurity
Rapidly expanding enterprise attacks from many locations have created blind spots that make it difficult for organizations to accurately understand, quantify, and mitigate cyber and IT risk. Integrated Risk Management working across the platform with other ServiceNow® products like Security Operations has the power to address these complex threats and growing vulnerabilities. Join us to see how IRM can help continuously manage risk across the organization by embedding risk and compliance activities into everyday work, to boost cybersecurity resilience.
Enhanced productivity & digital transformation for legal teams
<p>This session explores the integration of the Legal Service Delivery, Contracts Management PRO and Employee Center Experience to revolutionize legal service delivery. ServiceNow, renowned for its comprehensive workflow automation and service management solutions, serves as the cornerstone for this synergistic endeavor. By harnessing the power of automation, collaboration, and user engagement, organizations can transform legal service delivery, driving efficiency, compliance, and innovation across the entire contract lifecycle.</p>
How Siemens Healthineers drives adoption and optimization with ServiceNow Impact
Siemens Healthineers is expanding the ServiceNow® footprint beyond IT, digitalizing the entire enterprise while revolutionizing the user experience of around 70,000 employees. Empowered by ServiceNow Impact, the company is maximizing the utilization of the platform, optimizing its health, ensuring the intended use of Service products, and fostering continuous learning. Join this session to gain insights into the exchange experience.
Accelerate your ServiceNow Implementation with Requirements Builder
<p>Requirements Builder uses the power of the Now Platform and Gen AI to create a single, seamless experience from initial intake of requirements, through to final configuration, testing and documentation. You will implement and realize value faster than you ever could before.</p>
Cloud choreography- How Fannie Mae orchestrates automated workflows for AWS
<p>Automated AWS Account management via ServiceNow® has empowered AppDev teams to quickly establish an AWS footprint. Learn how the solution at Fannie Mae was designed and built on standard ServiceNow components to deliver AWS Services at lightning speeds.</p>
Now on Now: Orchestrating 1-click IT Disaster Recovery with IRM
<p>Discover ServiceNow®'s streamlined 1-click IT Disaster Recovery journey and integrated risk management approach.</p>
Now on Now: 1-click IT Disaster recovery with BCM
<p>We like to think positively at ServiceNow®, but here's the reality: worst-case scenarios and unplanned outages can happen! That's why we prioritize business continuity and disaster recovery to not only survive but thrive. In this session, take a deep dive into our own integration and resilience strategies, including our 1-click IT DR journey. Hear how we're mastering BCM and IT Disaster Recovery in the era of IRM using our platform and products. Learn about our integrated risk management approach and see how we use our IRM application to track risks, issues, reporting, and more. </p>
10 things NOT to do while designing ServiceNow data intensive apps
<p>Wondering how to architect a well-defined app in general or a data-intensive app that stores 1 M+ records? In this session, learn from an architect's mistakes and discover the most important aspects of designing apps for performance, with the following - Designs and architecture of apps for efficiency, appropriate design patterns to maintain scalability and flexibility, optimized data models for storing and processing 1M+ records, Instance Configurations, Security Considerations, User experience, and Monitoring and Analytics considerations before creating an application in <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">ServiceNow®</span></span>.</p>
From Curiosity to Career: Using the ServiceNow Community as your Compass
<p>Explore the transformative impact of the global ServiceNow® Community, a powerful catalyst for career transformation. Hear firsthand from those whose initial curiosity blossomed into distinguished roles as architects, advocates, and MVPs. This session unveils the profound impact of global peer engagement and shared wisdom in shaping careers. Discover actionable insights for starting or advancing your path within the ServiceNow ecosystem. Whether you're just stepping in or seeking to deepen your expertise, prepare to be inspired by stories of passion and progression. Join us to see how the ServiceNow community can be your ultimate career compass.</p>
