Sessions
4863 sessions, 88 canceled
Healthy Services: Transforming ANZ to a services-oriented organization using the CSDM
<p>ANZ Banking Group strives to deliver deeply trusted services that surprise and delight its customers. To better manage its complex technology estate it endeavored on an ambitious program of uplifting its tooling and processes to embed a service-focused culture within the organization. Learn how ANZ bank connected technology and the business using the power of the Common Service Data Model (CSDM) and Application Portfolio Management (APM) to define an enterprise service model and unlocked customer satisfaction through the delivery of exciting new features such as service subscriptions, service-aligned risk management, and service commitment reporting. </p>
RiseUp with ServiceNow: Building skills to transform your organization
<p>Join us as we dive into how top-tier organizations like Becton Dickinson are transforming its businesses by building skilled teams. Hear how industry leaders are using <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> training to give teams the right skills to achieve critical business objectives. Gain high-value insights into the strategies that have set these organizations of the path to success, and get actionable takeaways on how to start an organization’s skilling journey. Are you ready to RiseUp with ServiceNow?</p>
Product Strategy and Roadmap for Security Operations
Security Operations, by ServiceNow®, enables organizations to continuously evolve and adapt to emerging threats and technologies aligned with their business goals, regulatory compliance requirements, and industry best practices. This session will cover unified attack surface management, used for identifying, analyzing, and managing vulnerabilities, as well as enterprise case management, which helps to detect and respond to security incidents quickly. The session will provide attendees with a roadmap and actionable strategies for building and maintaining an effective security operations program.
Designing actionable dashboards
<p>Good dashboards convert data into information, but great dashboards drive intelligent action. Dashboard design is about designing the user’s journey through the information in the context of business goals to ensure actionability. Most dashboards fail for two reasons: they tell the story users already know, or are a bunch of KPIs placed visually that does not drive action. They often become data dumps that do not help non-analytics-savvy users draw meaningful insights. They fail to deliver ROI. Let’s see how to solve this with a structured approach to designing dashboards.</p>
The A to Z of accessibility: alt="learn accessibility fundamentals"
Have you ever checked if your Service Portal or other user interfaces are accessible? We did, and the various accessibility (a11y) issues we found surprised us! As developers, it is important that we write code with accessibility in mind, but it is hard to get right. Learn from our experience – we’ll showcase how to test for accessibility, delve into development standards like ARIA, and explore platform features and components for accessibility. By the end of this session, you’ll have actionable steps that you can follow to make your applications more accessible for all.
Improve service delivery and IT productivity with DEX and AI automation
<p>AI is a dominating force in the current market but according to new research 70% of IT departments have not introduced more automation workflow and AI technologies since 2020. How can IT teams get DEX and AI Automation off the bench and delivering results? Join this session to learn actionable ways IT can implement DEX with AI Automation to make the most out of their service delivery. Hear success stories introducing the “flow state” IT needs to repurpose hours spent on recurring and complex issues to optimize resources, save costs, and improve outcomes.</p>
IT practitioners talk DEX, AI and digital transformation
Managing digital expectations and experiences are challenging. Why? IT operations teams, EUC support teams, application owners, and project managers often have limited or no visibility into employee problems, usage, and engagement with their technology environments. Without the right real-time visibility and automation, valuable time can be wasted chasing ghost problems, or worse not being aware of issues at all. Join this session as leading IT practitioners discuss the lack of visibility and the unique ways that AI automation can change outcomes like nothing else.
Unleashing the power of generative AI with the ServiceNow platform
<p>In this keynote focused on platform and product innovations, CJ Desai will share - and show - how some of the world's largest companies are using generative AI on the ServiceNow platform to give them a competitive advantage... and how you can do the same. Featuring special guests from JP Morgan Chase, Microsoft, Travelers Insurance, Teleperformance and NVIDIA. </p>
Clone wars: How to slash clone times and sync environments like a pro
<p>Join this Q&A session where xtype will unveil how to master the art of instance cloning using xtype's Controlled Synchronization technology. Combined with the new and powerful features of the Washington D.C. release, xtype products for cloning significantly reduces the demand for off-hours work. In this discussion, learn about: - Overcoming cloning challenges and their impact on productivity. - Minimize cloning efforts and ensure shorter turnaround times. - The pivotal role of xtype products in streamlining the ServiceNow® cloning process.</p>
Unleashing the power of SPM to achieve goals & KPIs efficiently
<p>The supremacy of <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;"><span style="">ServiceNow®</span></span></span></span> SPM in SAFe goes beyond mere planning and monitoring. It fosters a data-driven culture, empowers agile decision-making, and enables teams to adapt and optimize their efforts continuously within the dynamic landscape of SAFe. By harnessing the power of ServiceNow SPM, engineering teams can achieve their quarterly and yearly objectives with greater efficiency, transparency, and agility. SPM can be your one-stop shop for an end-to-end solution for strategic planning to execution in sprints.</p>
Nordstrom: Elevating employee experiences to customer-grade excellence
<p>Join Nordstrom as this leading fashion retailer transforms its HR service model to deliver an employee experience equal to their industry defining customer experience. With an unwavering focus to support, engage and inspire over 55K employees (~85% deskless) and over 145K alumni, hear how Nordstrom is streamlining & simplifying processes through a single, AI-powered platform. With a mobile first design and easy to use self-service options, employees save significant time on workplace questions & requests, and HR can dedicate their capacity to deliver the greatest value across the business.</p>
From Silos to Insights: Transforming Cloud resources Visibility using Cloud SGCs
Cloud has become a critical component for every enterprise and having a single system of record for all Cloud asset is critical for operations, security, compliance and cost management. Learn how Service Graph Connectors make it easy to connect with the minimal credential requirement, scale as you grow your cloud estate and get detailed cloud data such as installed SW and running process by leveraging native technologies that are already part of cloud environments.
The COO Imperative: Evolving From Network-Centric to Customer-Centric Operations
<p>As digital services grow in complexity, delivering proactive service experiences to enterprise customers has become increasingly difficult for operations teams. Agents get lost in a myriad of systems and manual processes as they swivel chair trying to resolve alerts, resulting in poor experiences for everyone involved and increased costs. Hear how Comcast Business has streamlined operations and assurance with automation and AI. Delivering service experiences that are reliable and proactive while empowering agents with cross-network visibility and real-time data to solve problems faster.</p>
Implementing security operations for the worlds oldest telco - a BT/ServiceNow collaboration
Attend this fireside chat to hear how world's oldest Telco adopted ServiceNow® SecOps. Experts from BT and ServiceNow® will explore the BT journey to deploying Vulnerability Management and Security Incident Response across highly regulated landscapes. Discover how the company is reducing risk across its expansive estate, integrating security tools, automating critical incident management, and streamlining processes.
Press start for brilliance: Harnessing Gen AI's potential in Flow Designer
<p>Embark on a thrilling gaming adventure in the world of Gen AI and Flow Designer! Level up your skills and learn how to unleash the power of artificial intelligence to boost a team's capabilities. Learn to infuse intelligence into workflows, conquer challenging quests, and pave the way for innovation in ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> projects. Get ready to unlock the secrets to making your team shine with the ultimate Gen AI power-up!</p>
Community AMA series: Ask me anything about ServiceNow’s platform capabilities
<p>Join this collaborative discussion all about automating processes on a single platform! Gain valuable insights, ask hot topic questions, and dive deep into the platform capabilities, from Now Assist (GenAI) to Flow Designer, in this exclusive AMA session, in the Community Pavilion.</p>
Advancing Code Gen with StarCoder2, a Family of Open-Access LLMs
<p>ServiceNow, Hugging Face, and NVIDIA recently released StarCoder2, a family of open-access large language models for code generation that sets new standards for performance, transparency, and cost-effectiveness. StarCoder2 can be further trained and embedded in enterprise applications to perform specialized tasks such as application source code generation, workflow generation, and more. Developers can use its code completion, advanced code summarization, code snippets retrieval, and other capabilities to accelerate innovation and improve productivity. In this session, Dr. Nicolas Chapados, VP of Research at ServiceNow, will talk about the collaboration with NVIDIA to develop StarCoder2 and the potential applications of this state-of-the-art LLM to enhance developer productivity on the ServiceNow platform.</p>
The unsolved challenges of LLMs in open-ended web tasks: A case study
ServiceNow® Research tackles the challenges of developing AI agents capable of learning new tasks on the web without prior examples. To do so, the team harnesses the capabilities of large language models (LLMs) as generalist web agents. Join this session to learn about the results of ServiceNow Research's experiments and what it means in the ServiceNow environment.
Put AI to work for people
<p>While the technology has been maturing for decades, this is now – unquestionably – the age of artificial intelligence (AI). The questions are no longer “if” questions, they are “how” questions. <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow® </span></span></span>Chairman & CEO, Bill McDermott will lead a conversation across the C-Suite about building the future of business 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>.</p>
CJ And The Duke LIVE! - A Career Retrospective
Join the well-known dynamic duo, Cory "CJ" Wesley and Robert "The Duke" Fedoruk, as they look back on 25 combined years of ServiceNow experience and share their top lessons learned throughout their journeys to becoming recognized leaders in the field and ServiceNow MVPs. Whether its your first year in the ecosystem, or if you're a seasoned veteran, there's lessons for everyone.
Unlock Your Potential: Supercharge Growth with ServiceNow Communities
<p>Join ServiceNow MVP Robert "The Duke" Fedoruk as he outlines strategies and tactics you can use to accelerate your growth with ServiceNow® communities.</p>
ServiceNow and an integrated contact center transform Food Bank’s ability to serve
Second Harvest Heartland (SHH), a major hunger relief organization, realized food scarcity wasn't the primary challenge, but rather IT and siloed processes. Explore how SHH revamped its Care Center with ServiceNow® PSDS and integrated contact center solution to enhance support for those in need. Attend this session to learn how the company: -Reduced call back times from 2+ months to zero -Streamlined staff workflow with integrated telephony services and playbooks -Utilized new capabilities to optimize team resources -Enhanced service experience for staff and clients
Dell Technologies: Implementing a unified intake system for enhanced efficiency
<p>Hear about the successful re-implementation of the <span style="font-size: 11.0pt;"><span style="">ServiceNow®</span></span>Legal Service Delivery module by Dell Technologies. Learn about the globalization of regionalized sales-facing legal intakes into a single global intake for Sales and Contract support. By leveraging a streamlined intake system, Dell added essential governance and globally aligned processes, allowing for efficient routing and comprehensive capture of information required to fulfill legal requests. Attend to discover the transformative impact of this implementation and get a glimpse into the future of Dell’s legal transformation.</p>
From setback to success: Navigating challenges in ServiceNow
<p>Join this powerful session with a ServiceNow MVP and Certified Master Architect (CMA), as he shares his story of multiple setbacks and how he didn't allow that to define his journey, but used it as a catalyst to grow. Dive into how this MVP rebuilt his professional confidence and transformed his process to learning and problem-solving within the ServiceNow ecosystem. This session explores how setting ambitious goals, even beyond your current confidence level, can lead to significant personal and professional development.</p>
Custom UI builder components: Do I need to make one, or is there a better way?
<p>Are you looking to create something unique with the UI Builder but the out-of-box components don't quite meet your needs? If so, creating custom components may be the solution you're looking for. In this session, learn when it's appropriate to create a custom component and share our experiences in doing so. By the end of this session, you will have a better understanding of when and how to create custom components, as well as the challenges you may encounter. This session is for beginners interested in creating custom UI Builder components, but do not know where to start.</p>
Uber: Driving efficiency & excellence with modernized HR operations
Join this transformative session with Uber to hear how their uplifted HR services now yield significant efficiency gains. With the power of ML, predictive intelligence, and skills based routing Uber is maximizing resource utilization to power its world class HR operations. Additionally, a revamped approval flow, AI Assists, and streamlined experiences empower users to self-service - leading to a 60% reduction in average case resolution. These strategic initiative and technological advancements together helped achieve enterprise business objectives while improving the employee experience.
Sabadell Bank put AI in its work and made the bank a better place to work
<p>Sabadell Bank is the fourth Spanish private banking group, a network of banks, brands, subsidiaries, and affiliated companies that cover all areas of the financial business under a common denominator: professionalism and quality.</p> <p>140 years for the long term. Thinking of its customers and its shareholders. Integrating people and cultures that now make Banco Sabadell group operating in 14 countries, with 18.000 employees.</p> <p>Sabadell Bank significantly boosted its employees' productivity through the implementation of ServiceNow. The introduction of a cutting-edge employee service portal, seamlessly integrated with ServiceNow GenIA in Microsoft Teams and offering a unified 365 vision, has revolutionized the way employees interact with Operational Departments and IT departments within the organization. Now, employees can effortlessly submit all kinds of requests, streamlining workflows and enhancing overall efficiency.</p>
Now on Now: Support simplified, success amplified
<p>Simplify success, streamline support, supercharge satisfaction. ServiceNow<span style="font-size: 12.0pt;">®</span>: the seamless secret weapon for conquering your digital world. Join to learn how we converged our customer success and support experiences with world-class workspaces to drive customer satisfaction, faster implementation, and more efficient issue resolutions. </p>
A change of mindset through ServiceNow
<p>TelevisaUnivision is the foremost Spanish-language media giant, renowned for its vast library of content and prolific production capabilities. It leads in original Spanish content creation across news, sports, and entertainment, showcased on its prominent broadcast networks like Univision and Las Estrellas, along with a plethora of cable networks. Additionally, it operates significant assets including Videocine, a Mexican movie studio, and Uforia, a major Spanish-language audio platform in the U.S. With the ownership of ViX, the largest Spanish-language streaming platform globally, TelevisaUnivision further solidifies its dominance. Despite encountering operational and technological hurdles during a merger process, the company implemented solutions to ensure seamless integration, facilitating effective monitoring of the value chain with real-time, comprehensive data collection across all stages.</p>
Generative AI powers the Now Platform® – learn how you can get started NOW!
AI – and particularly Generative AI – has changed the way we think about work. In 2024 and beyond, every company will need to formulate a vision and strategy to incorporate artificial intelligence to increase productivity, transform experiences and become more agile. The Now Platform® leverages AI at its core and across workflows to provide answers, make predictions, and automate repetitive tasks. Join this session to learn about the steps you can take to put AI to work with Now Assist powering your workflows.
Going the Extra Mile with GenAI: Prompts in Workflow Automation
Are you looking for cutting-edge ways to supercharge your workflow automation? If yes, then the Generative AI Controller might be the solution you're searching for! With your own creativity, API key, and prompt engineering savvy, you can craft bespoke GenAI-powered solutions that perfectly fit your organization's unique requirements. Join us for this session and discover how to harness the full potential of GenAI and prompt engineering techniques in the Flow Designer or VA Topic Designer. From idea to reality, we've got you covered!
Workflow Studio: One-stop hub to build Playbooks, Flows, and Decision Tables
<p>Join this session for a comprehensive experience in building Playbooks, Flows, and Decision Tables efficiently. Discover a unified platform integrating Playbooks, Flow Designer, and Decision Builder, providing a one-stop solution. Get a sneak peek into the roadmap for future-proofing workflows. Don't miss this opportunity to experience an efficient, all-in-one solution.</p>
Migrating your analytics content to the new Platform Analytics Experience
In this Ask the Expert session we will have your ServiceNow key employees available to show what the analytics migration script will be capable of for you to be ready for the activation/migration into the Platform Analytics Experience. And be there for any questions you might have!
BotCraft 101: Unleash your first robotic creation with the universal UI recorder
Embark on a journey into the future of robotic automation! Immerse yourself in this lab where you’ll create your very first robotic marvel. Utilizing cutting-edge tools, including the RPA Desktop Design Studio and the Universal Recorder, you’ll become a master of robots. From UI Controls to seamless communication with ServiceNow, we’ll guide you through every twist and turn, ensuring that you not only master the Universal Recorder, but also learn to enrich recorded steps and handle potential errors effectively.
Designing Apps: A discussion of leading practices
<p>Leading practices for application development for the <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">ServiceNow®</span></span> Platform. Whether you are a seasoned developer, a new developer or a citizen developer, then there are some basic principles and practices that should be understood. This includes App scopes, Catalog builder, UI builder, flow designer and more.</p>
Application deployment: AEMC taking the next step with the pipeline
<p>With the latest release of AEMC there is new functionality that allows further configuration of the pipeline to update approvers for deployment stage and how to add addtional automation for tasks such as change requests to deployment workflows. Join this lab on how to get the AEMC pipeline configured for a more mature environment.</p>
Unleash the power of AI technology and streamline your workflow with Now Assist
<p>Join this session to learn about the Now Assist applications, Now Assist Skills and Now Assist Usage. Add Generative AI into workflows to generate top-quality content effortlessly and experience the future of AI today. In this lab learn more about Generative AI terminology, how Now Assist works on the platform, how to install Now Assist, how to use the Generative AI Controller in Flow Designer and Virtual Agent, and how data is used in Generative AI.</p>
Take advantage of a new and streamlined clone experience
All customers clone. It is an essential part of enabling development, testing, upgrades, and more on the platform. Given it's one of our most used automations, we launched a streamlined new clone experience in November 2023. The Clone Admin Console is now generally available on the ServiceNow store and will be automatically available on all instances on Washington release and higher. In this 30m interactive session, we will walk through the app benefits, provide a demo and have a clone tips and tricks segment on how to optimize your clones, and ensure you have the right data after your clone.
A practical guide to cloning
Data preservers, exclude tables, clone profiles, dev work oh my! Cloning instances is an important step for effective development and testing. This is an in-depth, hands-on session on how to clone. We will walk through step-by-step cloning tips and tricks, setting up and using Preservers and Excluders, and backing up and restoring in-flight development work. We will explore the new Clone Admin Console and how the newly released features make cloning easier.
Now on Now: How Service agents use a single pane to streamline daily operations
<p>As a customer, <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;">ServiceNow®</span></span></span> understands that incidents happen and the world constantly changes, impacting our work. Discover how ServiceNow's Digital Transformation team utilizes the Service Operations Workspace, seamlessly integrating IT Operations and Service Management capabilities. This unified experience and reinvented core enable modern best practices to automate and enhance service reliability and operations.</p> <p> </p>
UI traps to heuristic triumphs: Tools for crafting intuitive product experiences
<p>Navigate the complexity of multiple functionalities and workspaces with ease! Through this interactive session, discover the power of our 'Heuristic Evaluation' practice, a secret sauce for consistency across product releases. No UX team? No problem! Heuristic evaluations are a powerful tool for all – understand heuristic tenets, identify hidden traps, and exercise your skills with hands-on activities. Unleash the potential to create more consistent, intuitive experiences for your team! *This session is in partnership with UI Tenets and Traps (https://uitraps.com/about/).</p>
Unlocking the power of Generative AI with NVIDIA and ServiceNow
<p>Enterprises are increasingly seeking to leverage generative AI to gain a competitive advantage and drive innovation. However, the adoption of generative AI poses significant challenges, which impede its integration into existing business processes. In this session, learn about how NVIDIA and ServiceNow are working together to enable customers to deliver new generative AI capabilities for the enterprise. Come join us to learn more about some of our key announcements at K24. </p>
Generative AI integration for efficient Now Platform development tools
<p>Now Assist for Creator is a suite of applications that integrates Generative AI capabilities into Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> development tools to help developers increase their efficiency. The suite includes the Now Assist for code and Now Assist recommendations for Flow Designer applications. Join this lab to discover the overall product capabilities, technical architecture, positioning and value, and how to use the capabilities.</p>
Beyond personas: A comprehensive approach to understanding users
<p>As companies navigate complex user ecosystems, understanding user behaviors and needs is crucial. The 15 User Archetypes Framework offers a comprehensive approach to identifing and supporting underserved users. This strategy will enable you to understand your entire user ecosystem and identify new opportunities to create more effective experiences. Attendees will be introduced to a new mapping technique and are encouraged to join the Beyond Personas workshop to learn how to utilize this framework in their organization!</p>
ServiceNow for the Culture Meetup: Celebrating the Black Community
<p>Since the inception of <span style="font-size: 11.0pt;">ServiceNow® </span>For the Culture (SNFTC) nearly a year ago, the goal of this connected in tech group is to create everlasting connections amongst people who identify as Black, have origins from the continent of Africa, and/or from the African diaspora to have conversations related to ServiceNow-related content. To create an environment to thrive, SNFTC creates an atmosphere where professionals, whether seasoned or newly transitioned into the platform, can reach their fullest potential and receive support from others along the way.</p>
Dive into the future of Source-to-Pay Operations
Hear the latest roadmap updates for Source-to-Pay Operations. Take a peek into the future of Gen AI-enhanced procurement capabilities on the ServiceNow® platform. This session will provide insights from a fast-growing customer base and hear from leading customers about how they’re filling the gaps left by traditional ERP and procurement solutions. Hear what to expect over the next two releases and get an update on our overall vision for the source-to-pay space including where to expect investment in the years ahead.
Generative AI powers the Now Platform® – learn how you can get started NOW!
AI – and particularly Generative AI – has changed the way we think about work. In 2024 and beyond, every company will need to formulate a vision and strategy to incorporate artificial intelligence to increase productivity, transform experiences and become more agile. The Now Platform® leverages AI at its core and across workflows to provide answers, make predictions, and automate repetitive tasks. Join this session to learn about the steps you can take to put AI to work with Now Assist powering your workflows.
Streamline enterprise contracts with ServiceNow Contract Management Pro
Managing contracts across the enterprise efficiently is a daunting and time-consuming process, due to compliance requirements, reviews, and approvals across departments. ServiceNow® Contract Management Pro is a cross-department contract workflow solution designed to meet these needs, providing a centralized workflow process for contract requests, creation, tracking, storage, eSignature and delivery. Join this session to hear more about the product strategy and view a live demonstration of the key features and capabilities from product experts.
Generative AI on the Now Platform: You're closer than you think
<p>You may be closer than you think to experiencing generative AI on the Now Platform. Join this session to discover your readiness for leveraging AI with Now Assist in your own environment. Our experts will guide you in assessing your readiness for generative AI in a small group discussion. Learn what you need to get started and discover where your peers are in their journey as well – add to your agenda today.</p>
How ServiceNow Impact accelerates time to value with AI and GenAI
<p>Hear how AI-focused accelerators in <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;"><span style="">ServiceNow®</span></span></span></span> Impact can help users implement and adopt ServiceNow AI innovations quickly, map investments to business objectives, and track the value achieved.</p>