Sessions
4863 sessions, 88 canceled
Lab: Building a subscription management flow with Flow Designer
Subscription Management is more than just a report, it's a way of working. Join this hands-on lab to learn how to use Flow Designer to build a powerful workflow to actively manage all of your ServiceNow® subscriptions.
UX: Transforming the IT customer service experience for the NHS in England
<p>Great experiences drive great outcomes in patient care – particularly in the NHS in England. Hear about the digital transformation of their customer service solutions for extremely important NHS facing IT services including the UK's biggest health website, NHS App, cancer screening, electronic prescriptions, and other services which help the NHS deliver and improve care services. Also, learn how NHS England invests in ongoing user research with their partners and colleagues to understand user needs and continually improve their services.</p>
Unlock the automation potential of PowerShell in Flow Designer
<p>Have you ever needed to run a PowerShell command to get a key data point for your ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> Flow / Automation? If so, this session will explore the possibilities of what can be scripted and automated by leveraging the PowerShell Step / Action in Flow Designer. We will cover requisite requirements, best practices, and data organization techniques to ensure proper automation. Through the session, we will work through a fictional automation, developing simple PowerShell commands to fulfill an automation leveraging Flow Designer.</p>
IT leaders champion ESG: You can too
<p>In this Think Big panel session, IT leaders will share strategies for greening your organization’s technology footprint from electricity, to consumption, to e-waste, and how they are planning for climate-related disruptions along with best practices for supporting enterprise-wide sustainability and ESG aspirations.</p>
Running and maturing your ESG program with ServiceNow ESG Command Center
<p>According to IDC, the majority of surveyed organizations are looking to invest in technology to advance their ESG agendas. But many don't know where to begin or how to advance their programs. Attend this session to learn how to get started with ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> ESG Management, a key component of ServiceNow® ESG Command Center solution, and how these products and solutions can support your ESG maturity journey.</p>
Panel: Automated order to cash: The growth potential in enterprise
<p>Happy customers start with a good ordering experience. The success of order fulfillment and delivery depends on fulfillment agents and service technicians having the right information, at the right time. Join this session and hear how customers are using ServiceNow® Order Management to drive automation across the entire order to cash lifecycle to launch products and services faster, accelerate time to market, and deliver better service experiences.</p>
Product Roadmap: Embracing a growth mindset with Order Management
<p>Join this session to get a behind-the-scenes look at the Order Management roadmap to flawless service delivery. Hear from product and strategy leaders for an interactive discussion on our release plans for 2023 and beyond.</p>
Lab: Optimize cloud resources with ServiceNow Cloud Insights
Take a tour of ServiceNow® Cloud Insights in this introductory hands-on lab. Understand the key features needed to govern and optimize your organization's public cloud spend. Explore spend analytics and forecasting capabilities. Learn how to rightsize resources, automate business hour scheduling and set up budgets to control costs. This ITAM product provides advanced workflows to streamline cloud management across AWS, Azure and GCP.
AI research trends that matter
<p>In this session presented by ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">® </span></span>Research, we will dig into the biggest trends in current AI research that you should know and understand, including: Foundation Models, Generative Interactive Models (such as ChatGPT and GitHub CoPilot), the growth in Compute, and how this research is going to change the way we have to think about how the world works. We will also cover the related state-of-the-art research pioneered by ServiceNow Research.</p>
Lab: Green your IT footprint with ServiceNow
<p>In the past year, sustainable IT has been brought to the forefront of IT organizations as the next big automation and transformation objective. In this lab, learn how to use ServiceNow® ITAM, ESG Management, and the power of the ServiceNow Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> for the following use cases:</p> <ul> <li>Greening IT by reducing e-waste</li> <li>Reducing emissions by minimizing IT energy usage</li> <li>Achieving your net zero goals by tracking and reducing carbon emissions across the IT infrastructure</li> <li>Donate your assets for educational and nonprofit use </li> </ul>
Lab: Digital Portfolio Management for ITSM
<p>Use a single IT cloud platform for a shared understanding and view of infrastructure and services. This lab demonstrates Digital Portfolio Management (DPM) as a unified workspace that allows owners to holistically view and collectively manage their services, apps and products through their full lifecycles.</p>
Lab: Common Service Data Model - Are you ready
<p>The Common Service Data Model or CSDM is a powerful tool to get the most out of your CMDB, however many organizations are worried it's too time consuming to start. In this lab, you'll learn about the benefits of a CSDM and more importantly, best practices and tips and tricks for getting started. After this lab, you'll have the confidence in a CSDM for your organization.</p>
Creating an inclusive workplace
<p>Join this Think Big session to learn how technology can be used as an agent for inclusivity in the workforce, explore the benefits and challenges to implementation, and strategies to create a more dynamic and accessible platform.</p>
Total CSDM readiness in just 5 weeks
Attend this session to hear an overview of approaches to improve your CMDB and review the transformation of a major Baltimore-based global investment firm. Learn how to execute action plans to move from a legacy CMDB data model to CSDM 4.0. Customizations can cost time and resources with each ServiceNow® upgrade and limit your ability to take advantage of new features. With the launch of ServiceNow's CSDM 4.0, you can see how to take a step back, discuss ways to remove customization, and utilize the new out-of-the-box functionality ServiceNow is offering, all in just 5 weeks.
Fortune 1000 leadership playbook for service reliability
Learn how to move IT teams from defense to offense with a focus on Service Reliability. The areas of IT Operations, Service Management and Security Operations are poised for unique areas of growth that will make or break your front line. IT is the tip of the spear and must have a clear path for rapid transformation now, not later. Hear what Sean McDermott, member of the Forbes Tech Council and CEO of Windward Consulting, has been teaching thousands of IT leaders so they could make their big move to offense.
Product Roadmap: Simplify procurement with Source-to-Pay Operations
<p style=""><span style="font-size: 10.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);"><span style="font-size: 11.0pt;">Automate workflows across your entire source-to-pay process with Finance and Supply Chain Workflows for Source-to-Pay Operations. Streamline work for procurement teams while helping employees and suppliers self-service common requests that drive down productivity. Leverage existing data and source systems to quickly digitize and automate manual processes, reducing email-based work so you can increase visibility and process control. Handle more requests with existing resources and hit procurement goals, like sourcing from more sustainable suppliers, reducing risk, and reducing spend.</span></span></span></span></p> <p> </p>
Product Roadmap: Introducing Accounts Payable Operations
<p>Discover Accounts Payable Operations, the latest product release within Finance and Supply Chain Workflows. Learn how ServiceNow is bringing the power of our platform to help streamline, automate, and simplify the work of paying your vendors and suppliers. Hear how you can take advantage of AI to drastically reduce email-based workloads like invoice capture, status requests, and exception handling. Hear the capabilities, strategy, and roadmap for this powerful new workflow.</p>
Spotlight Keynote: Say YES to transforming finance AND supply chain processes
<p>Reimagine how work gets done in the business-critical processes that span finance and supply chain organizations. Hear how customers and ServiceNow® are leveraging ServiceNow's newest product category which connects people, processes, and systems to create a single environment across finance and supply chain to get work done. Learn how to modernize ERP-centric business processes with hyperautomation to increase employee efficiency and remove the routine, mundane tasks that frustrate your team. Transform what's possible with your existing systems of record while deploying the latest innovations in as little as 11 weeks.</p>
Unleashing the power of ServiceNow CMDB: Energy Queensland success story
Interested in designing a world-class CMDB on ServiceNow®? Learn how Energy Queensland successfully designed and implemented over 1,400 individual services (Business/Technical/Application Service Offerings) aligned with ServiceNow's CSDM, a leading practice framework, and see how this helped improve data accuracy, enhanced service management experience, and improved information security and operations. Gain insights into the challenges faced and the lessons learned, as well as key takeaways for approaching your own CMDB project.
Panel: Grow the next-generation workplace: Digitized, automated, and integrated
<p>Imagine—no, reimagine!—a whole new way to experience your workplace daily. Follow Accenture’s journey of transformation. In this Think Big panel session, attendees will get the inside story of how Accenture built an integrated workplace management system of the future to support a fully digitized workplace. Attendees will take away valuable lessons learned from Accenture’s experience, and gain insights for leveraging ServiceNow®’s Workplace Service Delivery solution to transform everything from capacity planning and space management to how employees reserve a conference room and access enterprise services.</p>
How Accenture is accelerating value with ServiceNow Impact
<p>Learn how Accenture has been using ServiceNow® Impact to accelerate their own journey on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> over the last year. By recommending content, tools, and expertise that clearly align with their strategic priorities, ServiceNow Impact has moved the needle on Accenture’s platform health KPIs. With this strong foundation, Accenture is shifting into the next phase of its maturity on the Now Platform—the ability to measure the value realized from their ServiceNow investment—with ServiceNow Impact at the core.</p>
Learn how Pfizer elevates the people experience with global digital onboarding
<p>Discover how to transform the onboarding experience, impacting people on a global scale. In this session, Pfizer explores how teaming with Accenture and a broad group of HR/IT stakeholders from across the enterprise was key to reimagining the global onboarding process. Attendees will hear how Pfizer leveraged the ServiceNow® Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> to build a new portal for pre-hires, as well as an employee portal for new hires, hiring managers and onboarding associates. Learn how the team identified digital enablers for a comprehensive global process across 85 countries and 12 languages.</p>
Accenture's approach to a modernized, centralized, integrated ITAM solution
<p>In this session, Accenture’s ITAM experts will discuss how Accenture transformed from decentralized asset management to a global integrated ITAM solution managing hardware, software and workplace assets totaling over 4.1 million assets. Attendees will get insights as to how Accenture utilized ServiceNow® along with its own industry leaders to achieve over 15% in cost savings to achieve a self-funding transformation that returns long-term operational value.</p>
Panel: Stand out from the MSP crowd with ServiceNow
To attract and retain customers, Managed Service Providers (MSPs) must focus on not just meeting but exceeding expectations and provide consumer-like experiences. Yet internal teams are often siloed, making it difficult to provide informed and responsive service. Should you focus on meeting your customer's expectations to grow your business, or invest in innovative new services to increase your profit? YES! Join this panel to learn how ServiceNow® helps MSPs provide incremental value with a holistic integrated experience, without sacrificing profit.
ACL's counter part: The new friend AKA Data Filtration
<p>Data filtration uses a deny-based model to control access to records where as ACL is an allow-based model. Confused? Don't worry we are here to help. Join this hands-on lab-based session to learn about one of the most fascinating features of the Tokyo Release, i.e. Data Filtration. This session will give you basic understanding about data filtration and how it gels with ACLs including: - Adding another arrow in your platform security arsenal - Taking the first step of achieving data separation without having a domain-separated instance - When to use data filtration and when to use ACLs.</p>
From local to global: Build your global presence with the ServiceNow Community
Building your global network is essential. Learn from Dhruv Gupta and Ashutosh Munot, ServiceNow® MVPS, on how they drove value in building their careers by prioritizing expanding their global network with the ServiceNow Community. From collaborating with people across the globe to increasing job opportunities, they will share their best practices and learnings they've built throughout their journey.
Using enterprise asset management to drive business optimization and cost savings
<p>Efficiently managing enterprise assets is fundamental to driving business optimization, cost savings, and risk mitigation. Yet many organizations are challenged with redundant point systems and siloed processes that limit asset visibility and compromise data quality. ServiceNow®, Accenture, and Amgen discuss how to transform from decentralized asset management to a data-harmonized, automated enterprise asset management platform. Learn how using this approach can deliver potential cost savings of 15–20% to achieve a self-funding transformation that returns long-term operational value.</p>
Roundtable: How to maximize effectiveness of your workforce during a downturn
During economic headwinds, companies need to unlock additional workforce productivity to increase overall effectiveness, exceed stakeholder expectations, and drive bottom-line performance or risk being left behind. Join this session as Deloitte leaders delve into: - How organizations can respond to some of the major workforces and workplace trends they will face over the next few years - How technology can be an enabler for organization agility and preparedness
Lab: Unleashing the power of Predictive AIOps within your organization
<p>The term AIOps has been watered-down across the industry as a generic term. In this lab, experience how ServiceNow<span style="font-size: 12.0pt;">®</span> helps you be more predictive with AIOps. Learn how Event Management reduces noise, why Health Log Analytics provides unique analysis that requires less, not more, data scientists, and how reduce handoffs between ITOM and ITSM teams with Service Operations Workspace.</p>
Demystifying the digital twin for Public Sector
<p>Process mining-based digital twins represent the future of Government. Simply put, a digital twin is a digital representation of a real-world entity of systems. In this session, hear a dive deep into process mining use cases in government. The session will also illuminate examples of process digital twins in procurement to combat issues like rogue purchasing and improper payments. Attend to learn how to supercharge your low-code workflows on ServiceNow<span style="font-size: 12.0pt;">®</span>. </p>
Panel: Exploring the benefits and challenges of cloud identity in modern enterprises
<p>Join this Think Big panel discussion and hear Identity and Access Management (IAM) experts discuss the benefits and challenges of achieving a secure cloud environment. Panelists will share best practices for setting up and maintaining IAM strategies for addressing common pitfalls and roadblocks, as well as insights into the latest trends in this rapidly evolving field.</p>
AI empowered customer service: The roadmap…the pitfalls
<p>Artificial intelligence (AI) is radically redefining the way companies deliver customer support to internal and external customers. Whether it is resolving IT issues previously handled through email and phone call by a Service Desk or delivering 24/7 online support for consumers across various industries, chatbots and other AI enabled technology are emerging as the preferred channels for customer support. Attend this session to learn present, leading practices and examples of how ServiceNow® Virtual Agent has been leveraged to deliver an optimal customer support and service experience.</p>
Roundtable: Make CSDM 4.0 a strategic priority - The Why, How, & Why Now?
<p>As infrastructure continues to rapidly evolve, due in part to the increasing complexity of cloud technologies and AI LLM's/AIOps, the need to have an accurate and complete CMDB is even more critical. However, many people ask, "Where do I even begin? Why is this important? What are the best practices? Why is this important now?" In this session, we'll cover the necessary governance, data management standards, and conduct a deep dive into CSDM 4.0; including benefit realization, typical challenges, journey mapping/timing, and how to drive executive adoption.</p>
Synamedia’s Observability journey: 300 million logs to trace-first mentality
<p>Synamedia, the largest global provider of video solutions, moved their end-to-end TV offering to the cloud. As part of the transition, they developed DIY observability solutions using a variety of open-source tools and migrated to AWS managed services. The result was cost prohibitive and didn’t improve the diagnostic experience. To overcome these challenges, they shifted to a next generation trace-first observability platform. Join us for a fireside chat to hear Synamedia’s journey with ServiceNow Cloud Observability, their approach, and where they are today.</p>
Seizing opportunity in tumultuous times
Join this Think Big panel session to learn why staying the course on your digital transformation will pay dividends. Hear from peers on how they’re embracing technology’s potential to unlock new opportunities and shield them from risk.
Lab: Managing your Kubernetes environment with Discovery and Observability
<p>This lab is focused on organizations with a growing containerized and Kubernetes deployment across your IT estate. The hands-on experience will highlight key capabilities powered by ServiceNow<span style="font-size: 12.0pt;">®</span> including discovering containerized environments with ITOM Visibility and maintaining an up-to-date CMDB. Finally, see how the recent release of Cloud Native Operations (CNO) greatly reduces the time and effort needs for Kubernetes deployments.</p>
Lab: Mobile 101: Getting started with ServiceNow Mobile Agent
<p>Discover the power of Mobile App development! Join this hands-on lab to learn about the ServiceNow<span style="font-size: 12.0pt;"><span style="">® </span></span>Mobile Agent app & how working from anywhere is made easy for service delivery teams. Learn how to deliver out-of-the-box, mobile-first experiences for agents to triage, act on, & resolve tasks, improving productivity with an intuitive interface to manage work, quickly respond to tasks, & more! Learn how to configure the Mobile Agent app in Mobile App Builder using a no-code interface, & customize screens & actions to display information to help agents get work done faster on the go.</p>
Lab: Inside Clinical Device Management
<p>Join Healthcare and Life Sciences experts from ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> as we cover the process of leveraging the upcoming release of Clinical Device Management.</p>
How Roche has automated its mobility management system for their major locations
<p>Hoffmann La Roche Schweiz provides best in class real estate facilities to its employees and visitors and mobility management is one of the key aspects of user experience. ServiceNow® has been chosen as the platform of choice to develop together with Plat4mation the new Mobility management solution namely MMS 2.0 bringing ease of access for both the end users and the mobility admins. The MMS 2.0 system being implemented is scalable other sites with minimum adaptations and configuration when needed. It is already planned to expand the application to most locations globally.</p>
Delivering a unified, actionable experience across order, project and field activities at KPN
<p>As digital services continue to grow in complexity, so does the entire service delivery value chain. Hear how KPN is connecting workflows across order fulfillment, project, and field activities, helping their operations team to accelerate time to revenue, reduce costs, and deliver a better customer experience.</p>
Learn from the Experts: Build your reputation within the ServiceNow Community
Our ServiceNow® Community MVPs are considered experts in their industries and organizations, and have become well respected and mentors within our Community. Learn tips & tricks on how they leveraged the Community to build their reputation.
Program Unify – Mars’ journey to transform the Associate Experience
Mars Global Services (MGS) provides business operations services across six service lines for more than 80,000 Mars associates. Join this session to hear how MGS is transforming a fragmented, often inefficient collection of systems and portals into a unified global work experience. The session will outline how MGS is creating personalized and curated service experiences through a single low friction portal—enabled by a technology foundation that provides end-to-end workflow and process harmonization, automation, and more!
How to write Community articles like a ServiceNow expert
<p>Steven Bell, a well respected industry expert and ServiceNow® MVP, will present on how he creates his impactful articles. Topics will include: working out examples on his Personal Developer Instance, writing about his experience in over 40 years in the development field, the evolution of his writing style, keeping up with updates, and responding to comments.</p>
Panel: Connecting your ecosystem to fuel growth
<p>This Think Big panel discussion will explore the future of a connected ecosystem and how it will reimage the enterprise customer experience, unlock new revenue opportunities and create massive new efficiencies for your business to drive profitable growth.</p>
Ask the Experts: Best practices for implementing NLU in your Virtual Agent
<p>Join this ask the experts session to learn best practices on how to get started with NLU in Virtual Agent, as well as some useful tools and resources to help you deliver engaging and natural AI-powered conversational experiences to drive self-service and automation within your organization. You will also discover the different options available for supporting multiple languages as you scale, and pros/cons with each approach. </p>
On your mark, get set, grow: Learn how HCA has grown through App Engine success
Over the past four years, HCA has expanded our ServiceNow® workflows to include multiple non-IT service lines. These provide a more self-governed, cost-efficient model. In the current state, HCA has implemented five different app engine workflows with more on the roadmap. These new implementations truly allow the focus on improved issue visibility, timely resolution, and trends for non-IT service lines such as facility supply chain, equipment rental & returns, equipment management, and more. Over 1,000 users are working in these new app engines and even more to come!
Panel: What’s next for Retail? The workflow revolution
<p>The retail industry is undergoing a once-in-a-generation transformation. Driven by younger customers who demand experiences, products and services on par with their smartphone life, retailers need to innovate and serve customers faster than ever. Learn how the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> helps retailers at every part of their value journey.</p>
Faster business results through immersive experiences
The “people” part has the biggest impact on the bottom line. Learn how CDW’s immersive design experiences helps leadership and operational teams make better decisions and execute their actions. Hear how teams engage in “rapid-reality bootcamps” to backfill much-needed knowledge, experience, and empathy to drive improvements in the technology, the process, and organizational communication. See how the history of serious business games, their start at MIT, and how they have evolved over the decades to bring about effective change by creating aligned change agents.
Next-Gen customer support in hi-tech industries
<p>The future of customer support in hi-tech increasingly will be driven by proactivity, transparency and personalization. Connected end-to-end workflows and tight integration with operations is the only way for Tech companies to take their customer support experience to the next level and increase customer retention and loyalty. Join this session to learn how Pure Storage, a Technology innovator and leader in the cloud-ready data storage and services space is partnering with ServiceNow® to provide a white-glove, effortless experience to their enterprise customers.</p>
Lab: Mobile 201: Boost usage and adoption of your mobile apps
<p>Join this hands-on lab to learn how you can personalize ServiceNow® Mobile apps with new features like internal app theming, custom icon sections, and banners so that your employees feel like everything was designed and built for them. You’ll also discover how you can take advantage of mobile features such as Mobile Publishing, User Experience Analytics, campaigns, and notifications to deliver higher employee engagement and productivity with your mobile apps.</p>
