Sessions
4863 sessions, 88 canceled
RaptorDB Pro: Enhancing UX and ensuring service levels in core systems
In this presentation, we provide key insights as early adopters of RaptorDB Pro. The primary goals of implementing RaptorDB Pro were to enhance user experience (UX) and ensure service levels at the core system level. Implementing it into a core system was a challenging endeavor, but this initiative also resulted in cost savings. This session explains the team structure, implementation process, challenges faced, and solutions devised. Learn how our approach can benefit your RaptorDB projects and help achieve similar results.
Case of Third-Party Risk Management (TPRM) by a Japanese financial institution
We would like to share our experience of implementing a Third-Party Risk Management (TPRM) function through user development at a Japanese Financial Institution (Trust Bank). In the Corporate Risk Management Division, we handle IT and Cyber Risk Management. Cybersecurity and Third-Party risks, especially supply chain attacks, are global concerns. Our company considers these top risks and has been actively working on countermeasures. In this presentation, we will highlight our key focus areas in TPRM and provide a case of user development.
Chuden's IT service management transformation from super legacy system
Chuden (abbreviation of Chubu Electric Power Co., Inc) is the electric company supporting the living of 20 million people in mainly central area of Japan. We had been using legacy system with no capability of digital transformation over 20 years, but now we are working on IT service management transformation to make our customer and employee experiment better with ServiceNow. Because we launched a part of it last September, we would like to share with you how our ServiceNow provides value based on our hardship and success stories. Hopefully we can be of any help to your business.
Global EA & IT governance: How Fujitsu leverages ServiceNow SPM & Apptio
Fujitsu is promoting enterprise architecture and IT governance on a global level with the aim of "simplifying IT", "optimizing IT costs" and "data-driven management". Fujitsu has adopted ServiceNow SPM and Apptio as tools to support these initiatives and it visualizes systems and costs, and formulates and tracks plans for simplifying IT and optimizing costs. This presentation will introduce the background and objectives of these initiatives, the organizational and process reforms carried out and the specific ways the tools are used.
How we streamlined Japan Airlines’ IT workflows to support 300,000 annual flights
Powering JAL's Digital Transformation: ServiceNow for IT System Development and Operations. JAL Infotec leverages ServiceNow as a unified platform not just for managing 400+ critical IT systems supporting 300,000 annual flights, but also for the entire IT lifecycle, from development to deployment and ongoing operations. In this session, we will demonstrate how ServiceNow has helped us crash 10-day tasks down to a single day and, moreover, we will share our strategic roadmap outlining how we aspire to integrate AI to transform our infrastructure for the future.
IT transformation on Now Platform for a multinational beverage company
Exploring the transformative journey of Suntory as it leverages the Now Platform to transform IT organization. We have 20-years-old legacy systems and their limitations. How to remove inefficiencies in IT service management and operations and convincing the executives for the need for a unified and scalable IT solutions. Finally, what are our Insights from the transformation journey and what are our recommendations for other organizations considering a similar transformation using Now Platform.
NTT DOCOMO’s key achievements in zero touch operation and future issues
With the increasing importance of telecom services, NTT DOCOMO, a mobile network operator of Japan, has been operating “Zero Touch Operation” in its international roaming service since 2022 for highly efficient operation, achieving a 75% reduction in the duration of trouble tickets and fully autonomous night shift, etc. Since then, NTT DOCOMO has faced and identified new issues such as reskilling, BCP and interconnection with other operators. In this session, hints & tips for improving the application of ZTO with ServiceNow and key success criteria for initial deployment will be presented.
Unlocking SAM: SBTechnology's path to future-proofing ServiceNow solutions
At SBTechnology, a SoftBank company recognized as a leader with extensive experience in ITOM and CMDB, we understand that effective SAM is directly linked to organizational success. In this session, we will share key strategies for maximizing the impact of SAM and provide practical implementation tips. We will discuss how integrating AI with SAM can enhance decision-making and promote process automation, leading to improved efficiency. Join us to learn how SAM can benefit your business and discover strategies to future-proof your organization.
Accelerating transformation: Nomura moves to CSDM after 10 years of custom CMDB
Since April 2014, Nomura Securities has been leveraging ServiceNow globally to maintain and enhance IT service quality, improve operational efficiency, and respond swiftly and flexibly to changes in the business environment. This session will introduce the approach to standardizing IT operations, which currently varies by business entity and is dispersed across the Nomura Group, using ServiceNow. Key topics will include target vision, team structure, overall roadmap, and a look at our CSDM plans.
Visualization and capitalization of E2E software development with ServiceNow
Mercari has implemented ServiceNow in a wide range of areas to reform internal operations and improve productivity. In this presentation, we will show how Mercari visualized engineers' man-hours in platform development and capitalized on software development from both business and systems perspectives in just six months. We will also discuss ServiceNow's solution offerings and future prospects.
Lead-to-Cash simplified: Redefining CPQ with ServiceNow
In this session, we’ll showcase how ServiceNow Sales & Order Management redefines the traditional Lead-to-Cash journey by eliminating the need for standalone CPQ tools. As both a customer and partner, we implemented a streamlined solution that revolutionized our proposals and quotes, ensuring seamless integration with Customer Service Management (CSM). Learn how ServiceNow empowered us to enhance collaboration, reduce complexity, and deliver faster, more accurate quotes, all while maintaining a single source of truth.
ServiceNow ITSM product roadmap
Want to see what’s new with ITSM and how ServiceNow helps transform Service Operations (ITSM + ITOM)? Many users want to understand the ITSM roadmap to better plan for upgrades. Join this session to learn the product vision and discuss key new capabilities. Learn how ServiceNow is infusing AI and automation into products and what's going to be new in 2025 and 2026.
AI the next frontier: Perspectives from investors and enterprise leaders
As artificial intelligence continues to reshape industries, the future of AI holds immense promise and challenges across various sectors. This Think Big session will offer a holistic view of AI's current state and its trajectory. The discussion will explore the evolving landscape of AI-driven innovation, the ethical, regulatory, and societal implications of AI, providing a comprehensive understanding of how the technology will impact global industries and markets in the years to come. This session will provide key takeaways to navigate and shape the future of AI.
Put AI Agents to work for people in every corner of your business
Organizations are often burdened by operational complexity and a growing volume of business processes that seem impossible to automate. While AI has already made significant strides in alleviating repetitive tasks and streamlining processes, the next revolution is here: ServiceNow AI Agents. These autonomous entities, built natively in the Now Platform, are designed to take action and orchestrate end-to-end workflows across IT, customer service, HR, and more. Explore cutting-edge agentic use cases, their transformative value, and how to seamlessly implement AI agents across your organization.
A transformation journey: From IT to OT to GenAI
Join this session to learn how Pirelli is gradually embedding multiple ServiceNow modules from ITSM to Operational Technology to the latest GenAI. During this journey multiple people/departments have shown interest in the Now Platform enabling Pirelli to enrich the services it provides on ServiceNow (examples are Compliance, Demand, Security, Project Management and business services like Finance/Purchasing/etc.). Pirelli is also experimenting with the adoption of GenAI to improve productivity across the organization for both end users and back office agents.
Achieve strategic portfolio excellence: Leverage SPM and AI Agents for SPM
Is your organization ready for the shift? By 2026, 70% of large enterprises will centralize change management through ePMOs and transformation management offices. How will you adapt? In this hands-on lab, learn to achieve strategic portfolio excellence with ServiceNow’s Strategic Portfolio Management (SPM). Leverage SPM and Now Assist for SPM, powered by Gen AI, to enhance visibility, track progress, and optimize investments. Gain practical experience with road mapping, demand management, and resource allocation to prioritize high-impact initiatives and unlock greater business value.
Reshaping manufacturing: Digitizing the shop floor
ServiceNow is enhancing its relevance in the manufacturing sector by expanding its portfolio of solutions that address the entire Manufacturing Value Stream. This session will feature HEINEKEN, showcasing their innovative approach to digitizing the shop floor. Attendees will gain insights into how ServiceNow's Manufacturing portfolio tackle challenges like supply chain disruptions and labor shortages while enhancing operational transparency and customer service. Join us to explore how digital transformation is reshaping manufacturing operations and learn from HEINEKEN's successful implementation.
Expanding ServiceNow beyond IT: Transforming public sector operations
**Public Sector** organizations are increasingly looking to expand ServiceNow beyond traditional IT to modernize operations, improve service delivery, and enhance citizen engagement. This session will explore how Enterprise Architects can leverage the platform to streamline HR, procurement, grants management, regulatory compliance, and citizen services while ensuring security and scalability. Learn best practices for breaking down silos, automating mission-critical workflows, and integrating AI to drive efficiency across government agencies.
Pack your AI kit bag: Unleash Now Assist Skill Kit magic
Time to pack your AI kit bag and set off on a fun-filled adventure! Join us in this upbeat, no-prep workshop where we'll delve straight into the wonders of ServiceNow's Now Assist Skill Kit. With your kit bag in hand, you'll craft clever prompts, experiment with large language models, and watch as your custom AI skills come alive—no setup required! It's all about diving in, having a blast, and stuffing your kit bag with practical AI tricks to take back to your ServiceNow environment. Gear up, bring your enthusiasm, and let's embark on this exciting AI journey together!
Coforge's proposition for Disputes Management for Mastercard
Coforge offers a streamlined, automated, and AI-enabled Next-Gen Disputes Management Solution. It incorporates Mastercard specific rules integrated with Reg E and Reg Z requirements into a single rules-engine facilitating end-to-end workflow and audit traceability. For the resolver group, it provides an augmented digital workforce using machine learning and AI combined with RPA to drive greater efficiency and accuracy. Some of the solution's key benefits are: faster closure times, reduced cost per dispute, increased STP, consistent customer messaging, and improved customer experience.
Modernizing the taxpayer experience at the IRS with CSM and walk-up experience
The IRS is committed to provide America's taxpayers top quality service. Since migrating to ServiceNow in 2018, the IRS has successfully scheduled nearly 2 million appointments each year with taxpayers, which is a 100% increase from the previous appointment tool, saving over 70,000 hours of CSR call time per tax season. With an innovative check-in experience, the IRS is driving efficiency through a significant decrease in annual labor hours at over 360 taxpayer assistance centers nationwide resulting in an increase in taxpayer satisfaction.
Cleared for take-off: Transforming airport customer service with CSM
Discover how Dublin Airport Authority (DAA) revolutionized customer service with CSM Pro, unifying communication channels across diverse business units, including retail, flight information, and airport memberships. Explore how WhatsApp integration, email automation, and customized workflows enhanced efficiency, scalability, and customer satisfaction. Gain insights into the challenges faced, the impactful results achieved, and how their collaboration with Konversational has positioned DAA as a leader in digital transformation and exceptional customer engagement in the aviation industry.
Coca-Cola HBC gains visibility into its entire project universe
Coca-Cola HBC, using ServiceNow since 2015, began to explore the true potential of the platform in 2019 by launching a new service portal for IT. In 2022, recognizing the limitations of existing business project tools, the company partnered with Devoteam to develop and implement ServiceNow's SPM framework. This has allowed HBC to reduce project waste, improve visibility, streamline reporting and enhance team productivity by eliminating Excel/PPT. Executive teams Now prioritize reports from an SPM's single source of truth. This change significantly improved team efficiency and reduced project delays.
Power of transitioning your career to ServiceNow at ease of global ServiceNow community
This session is the one-stop shop for all fellow developers who like to transition their career to ServiceNow at any stage but are hesitant. If you identify as a tech enthusiast who is keen to learn next-generation technology, AI-enabled platforms, and application development capability but doubtful about career stability & prospects then welcome to this session where I will be sharing my experience of 9 yrs. transitioning from once Gartner leader in ITSM practices (BMC Remedy) to rewarding ServiceNow Developer who walked the road of elite MVP. Takeaway key ServiceNow resources insight.
Empower users with Proactive Triggers: Real-time help on ServiceNow!
Want to improve user engagement on the Now Platform? Join us to explore Proactive Triggers in action! In this session, we’ll demonstrate how these real-time pop-up messages can connect users to Virtual Agents or live support when they need help. You’ll see practical examples of how Proactive Triggers enhance the user experience and streamline support. By the end, you’ll have insights into how to make user interactions smoother and boost adoption. Don’t miss this chance to see Proactive Triggers at work and improve support for everyone!
"Yes, but can it run ServiceNow?" Adventures in embedding Engagement Messenger
There's a meme in tech "but can it play Doom?" questioning whether Doom can run on different technologies, but what if we flipped that? Can Doom run ServiceNow? Engagement Messenger is a great way of meeting your customers where they are, but it doesn't need to be restricted to just your public website. This session aims to demonstrate an example of using Engagement Messenger in a digital product - in this case a fictional "boomer-shooter" video game called GLIDE. See how Engagement Messenger can bring a ServiceNow Virtual Agent experience directly into your consumer's product!
Finance and Supply Chain: Transform operations with the ServiceNow AI Platform
Few areas of business have faced more pressure to transform than the finance, procurement, and supply chain teams. Yet most are stuck managing these critical functions with manual activities and disconnected processes that sit on the same old silos of point technologies and costly legacy systems. Learn how ServiceNow is simplifying how to purchase products and services, replacing forms to fill with AI-guided conversational intake, streamlining collaboration across supply chains, and ensuring payments are accurate and on time - all using a single AI platform for business transformation.
MVP Meetup
This time is exclusively reserved for members of the ServiceNow Most Valued Professionals (MVP) Community Program! Revisit your fondest knowledge memories, mingle with peers, and learn more about what you can expect for this week.
Network with fellow event leaders - Developer Meetup program (Exclusive)
Kick off the day with a chance to get to know your fellow Meetup event leaders! This is an exclusive session just for you to network and connect with your peers.
Rising Star social
This is an exclusive opportunity for members of the Rising Star Community Program to get together for a brief meet & greet! If you are a Rising Star visiting Vegas please stop by and say hello. (/^\_^)/
TechNow insiders: Store 2 releases
We're back again with another incredibly inspiring session! Our ServiceNow MVPs are equipped to provide practical tips on how you too can create your personal brand, elevate your reputation, and share your expertise to inspire the world. Come curious and walk away with ambition - that is what will likely happen if you join this session.
TEST CreatorCon Breakout for SRC
This is my abstract for the TEST CreatorCon Breakout for SRC session.
TEST Knowledge Breakout for SRC
This is my abstract for the TEST Knowledge Breakout for SRC session.
Practices for strategic ServiceNow utilization with CASE x Impact
Aflac is one of the largest users of ServiceNow in Japan. They've been leveraging Impact Advanced since they started using ServiceNow. This fall, Fujitsu started offering "CASE" by utilizing the capabilities and expertise it has built up through a strategic partnership with ServiceNow. We would like to share how Aflac complements its existing Impact Advanced service levels and maximizes its ServiceNow investment with CASE. We will also share examples of best practices in ServiceNow development that Aflac and Fujitsu are working on.
One year on: HSBC legal’s ServiceNow transformation journey
HSBC Legal, one of the world's largest legal departments, dared to reimagine their legal operations. One year ago, they embarked on a ServiceNow transformation journey with Deloitte - and the results are in. Join us to discover how HSBC digitized their legal department, driving unprecedented efficiency, collaboration, and performance improvements. We'll share the inside track on their entire journey from building the business case, to engagement workshops, proofs of concept, rollout and more! One year on, discover how HSBC Legal and Deloitte are setting a new standard for legal operations.
An unmatched, integrated and intuitive HR experience for a healthcare provider
Learn how a major healthcare service company is digitizing their Employee Experience, while generating high-touch HR support to the business. ServiceNow is becoming a “One-START-Shop” for ca. 70,000 employees – for HR requests, IT and other business functions. With our client, we have rolled out an unmatched, integrated and intuitive experience for all employees backed with newly stood-up HR service-centers, while driving operational excellence.
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>