Sessions
4863 sessions, 88 canceled
Lab: ITSM - Workforce Optimization and Process Optimization
<p>This lab will identify and operationalize ways to materially improve your workforce’s effectiveness and processes. See how Workforce Optimization enables smart scheduling, real-time team performance metrics, and intelligent skills growth that keep your teams engaged and productive. You’ll also learn how Process Optimization enables analysis and visualization of your processes based on ServiceNow® data to identify bottlenecks and then provide improvement suggestions.</p>
Learn how Northwestern Mutual grows and retains a thriving development culture
<p>In today's cost-conscious times and the high demand for ServiceNow® talent, companies have to do more with less - all while keeping dev teams thriving, retaining top talent and growing organizations. Learn proven techniques for ServiceNow® leaders, developers, and product owners on how to establish or revitalize your existing team culture. (Passion, Productivity, Skills, and Results).</p>
Creating impactful experiences for patients leading to better health outcomes
Private Health Management (PHM) is a distinctive healthcare company that provides clinically sophisticated care management and health risk advisory services. PHM leverages ServiceNow HCLS capabilities to manage patient onboarding effectively and assign care teams for preventative care or addressing serious or complex conditions. Their rigorous integrated approach and the workflows with the ServiceNow® platform consistently deliver better care and outcomes to help people live healthier, longer lives.
Lab: Optimize space and plan for the future with Workplace Space Management
In the age of flexible work, employees are visiting the workplace for a specific purpose. Join this hands-on lab and learn how corporate real estate, workplace and facilities teams can see real-time utilization to better plan and optimize space for the new modern workplace. The lab will walk through some key building blocks of this new solution such as: • Loading and configuring visual floor plans • Analyzing space utilization to make strategic decisions • Review visual scenario plans to design workplace configurations
Lab: Building your first process with Process Automation Designer
Join this hands-on lab to learn how to author cross-enterprise workflows and create a single, unified process. You can also use Process Automation Designer to provide end users with a simplified, task-oriented view of your process. You will discover how to connect multiple flows and actions into a single workflow, reuse existing flows, pass data between activities and stages, how to execute your processes, and more.
Starbucks discovery in stores creates immediate wins through transparency
<p>Attend this session to hear the Starbucks story on how they automated and streamlined the process of delivering and maintaining network technology to their 10,000+ store locations. The process of making sure that all stores have the technology to operate, and maintain this support is a huge problem at scale. Starbucks was able to gain insight across their stores, identify chronically problematic devices, understand trends, and then use these analytics for better fiscal spend on devices and maintenance. </p>
Unleashing cloud insights beyond cost allocation
Cloud Insights enables us to perform the task of allocating public cloud spend to various cost centers within the organization. This seemingly simple task becomes difficult when there are gaps in tagging of cloud resources, or there are untaggable resources in the environment. You're left with chunks of spend for which you can’t seem to find owners. Hear how DNB Bank Asa started to use Cloud Insights for cost allocation and later realized the full potential of being on the platform by leveraging Software Asset Management (SAM), Tag-based service mapping, and Integrated Risk Management (IRM).
Product Roadmap: Charting the course for Field Service Management
Join this session to get a behind the scenes look at the Field Service Management roadmap for 2023 and beyond. Hear from product and strategy leaders for an interactive discussion on our post-Utah release plans.
UX: Uber brings product discipline to Employee Center
<p>Like many companies, Uber's service portal was initially driven by the necessity to consolidate service and knowledge delivery. At launch, the team quickly recognized that some of the problems remained and they needed to pivot from being project lead (let's just get it done!) to customer-obsessed and outcome focused (let's get it done right!). Hear how Uber's product management team performs user research, scientific experimentation, data driven decision making, along with iterative design and delivery to meet their customer experience needs.</p>
Learn how CEMEX is transforming its Shared Services operations with ServiceNow
<p>CEMEX is a leading global building materials company with over 46,000 employees worldwide. As part of the digital transformation strategy aiming towards creating our next generation of shared services, the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> is being adopted as the common Service Management Platform to drive our transformation and to support a new portfolio of Strategic Partners to deliver Service Excellence to the organization. Since 2021, the company has deployed ~200 services, automated workflows and are giving full visibility in to service delivery from day 1.</p>
A disruptive strategy for citizen development for Enterprise Service Management
<p>Learn how Petrobras Brasileiro SA is transforming enterprise services on ServiceNow® for over 100,000 users, offering more than 6,000 services at dozens of sites. The company used App Engine solutions including Service Creator, Catalog Builder, and Process Automation Designer to develop the CSP (Petrobras Service Catalog). CSP enables over 1,000 citizen developers across the company to create their own services, including forms and service flows. Petrobras Brasileiro SA has already have more than 2,800 catalog items with more than 80,000 tasks/month - reducing request times, rationalized legacy systems, reduced costs, with CSAT at 9.0/10.
UX Methods Lab: Getting feedback
A strong feedback loop is critical for any software project. Early on, it helps avoid costly mistakes and frustrated users. Later, it builds insights into users' success and shifting expectations. Learn how to gain insights from your users through real world activities and the use of platform capabilities.
UX Methods Lab: Solution ideation
When presented with a large set of ideas or information, it is difficult to separate signals from the noise. Learn how to use affinity mapping to identify themes in the information and then prioritize where to focus the effort.
Live coding happy hour
<p>Join ServiceNow® Developer Advocates, Earl Duque, Lauren McManamon and Pranav Bhagat along with ServiceNow® MVP Adam Celli for an in-person version of our popular YouTube show, Live Coding Happy Hour. In this session we will be going into the nuts and bolts of Document Intelligence, a human assisted document parsing application on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>. Watch us unwind, drink, and build something new in ServiceNow LIVE. Cheers!</p>
Ask the Experts: Best practices for building mobile apps
<p>Now, more than ever, customers want to be able to take their work on the go with them. With the ServiceNow<span style="font-size: 12.0pt;">®</span> platform, developers and administrators have the flexibility to construct personalized mobile applications to fulfill their requirements and streamline their tasks. This session will provide valuable insights and guidelines on mobile design and capabilities, to help create exceptional mobile experiences.</p>
Software bill of materials, a core tenent of your proactive security program
<p>Some of the most notable breaches of our time were the result of vulnerable software components complied in an application; the days of understanding only the surface application are over. In this session learn what SBOM means and the role ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> will play in cataloging and assessing software artifact components and metadata.</p>
USI Insurance drives ITSM productivity with workforce optimization
<p><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;">Join this session for a look into USI's journey to optimize our service desk via Workforce Optimization. Originally implemented to help gather service desk analytics and ensure scheduling was done efficiently; the company expanded to include upskilling agents so they can take on broader, more complex issues. The session will include key metrics and the roadmap for the next phase of USI's Workforce Optimization implementation.</span></span></span></span></p> <p> </p>
Turn your sustainability ambitions into action with Fujitsu and ServiceNow ESG
Sustainability is a top priority for leaders around the world, but knowing where to start is a challenge most organizations are still facing. ESG initiatives hold the potential to become the building blocks of any modern organization, so you can ensure you’re meeting stakeholder expectations and revenue growth goals whilst having a positive impact on people and the planet: we call this Sustainability Transformation. Join this interactive roundtable to explore the practical steps you can take in setting measurable goals to turn your sustainability ambitions into action.
Demo: How USDA delivers exceptional end user experiences with Automation Engine
<p>The USDA’s electronic Warehouse & Commodity Management Division system (eWCMD), built on the ServiceNow® platform, has digitized and automated data and processes via an intuitive application that replaced a mainframe, disparate databases, and paper-based procedures. Learn how using Automation Engine, the USDA is now capitalizing on new capabilities, including Robotic Process Automation, to further integrate and automate time consuming and error prone processes that previously relied on fragile integrations with other systems that take significant manual intervention.</p>
Tips to reduce cost and maximize value in HRSD
Learn tips to use existing capabilities within HR Case Management to help automate or work more efficiently, with an emphasis on reducing employment costs and maximizing value of capabilities customer may already own.
Roundtable: The ABCs of creating awesome employee experiences
<p>Ready to learn about capabilities and strategies customers use to create next-generation employee experience? Join this facilitated roundtable discussion to learn more about: Deploying Employee Center, scaling Citizen Developer, redesigning Agent Work Experience, Engaging executives with powerful dashboards and embedding great design in employee experiences.</p>
Ask the Experts: ChatGPT for processing unstructured data in RPA
Leveraging ChatGPT for unstructured data processing and script generation in RPA.
Transformation of IT and HR services using ServiceNow at Cummins
Cummins selected ServiceNow® as the platform to transform its IT and HR services for 60K employee across the globe. Learn how both IT and HR transformation has resulted in greater user experience leveraging unified platform capabilities to provide easy to use services for Cummins users.
Leveraging CSM for a 360 degree client view
<p>Learn how Adobe is transforming its Managed Services support business by merging customer data from 8+ system via CSM for the creation of a scalable, easy-to-use customer management solution that will support robust business growth while reducing overall labor COGS. Proactive Case Management coupled with timely customer health scores, event calendaring, Go-live readiness, adoption of advisory services along with many other capabilities enables Adobe to provide best in class customer support.</p>
How BESTSELLER has utilized App Engine to create custom apps in our organization
<p>If you can think it we can build it! Team ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> in BESTSELLER have built +50 custom apps across our organization by streamlining processes and creating solutions that are tailored to the individual needs of our organization. BESTSELLER has created solutions for Finance, HR, Facility, Logistics, Identity, Tech and markets. This provides streamlining and transparency (e.g. dashboards) which allows you to do continuous improvements and act based on data and not stomach feeling. Our stakeholders laugh when we say "If you can think it, we can build it" and so far we have had no boundaries.</p>
Reduce risk of sensitive data exposure with ServiceNow Data Privacy
<p>Join us in this session and learn about ServiceNow®'s Data Privacy application. Organizations will learn how they can discover, classify and anonymize sensitive data and in turn protect personal identifiable information (PII) such as patient health information (PHI) or sensitive financial related information.</p>
ServiceNow Vault: Helping organizations address global data privacy regulations
<p>Every country in the world has enacted some sort of data privacy law to regulate how sensitive information is collected, used, or shared. Data privacy is critical to ensure personal identifiable information (PII) is kept confidential. Join this session to learn about worldwide privacy laws and regulations, what’s on the horizon, and what you need to be thinking about to make your ServiceNow® instance help with your organization’s privacy goals.</p>
Lab: 3 levels of integration design
<p>We all know the "Platform of Platforms" loves to integrate with other systems. The real challenge is deciding which design pattern to use given the immense capabilities available in the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>. Join us for this hands-on CreatorCon<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> lab as we explore 3 variants of integration design patterns that achieve the same outcome. That is, allowing employees to request their current leave balance via Virtual Agent.</p>
Going with the Flow: A journey from Scripting to Flow Designer
<p>So you love Scripting but haven't tried Flow Designer? This session is for you! Join us for this presentation which bridges the gap between Scripting and Flow Designer best practices. We'll also cover topics such as using Flow Variables, applying Error Handling logic, and Debugging issues in Flow Designer.</p>
Best practices from the real world: Unlocking contract potential
Join Aavenir’s customers in this engaging session around best practices for implementing a world class contract management solution that delivers results. In this session, hear Aavenir’s customers provide practical recommendations on standardizing contracting process, lowering IT costs, and accelerating time to value with a phased approach to achieving contract management maturity on the ServiceNow® platform.
Elevating opportunity through advocacy & community
Learn from our amazing ServiceNow® Developer MVPs as they share their empowering stories and why advocacy, allyship, and community play an important role in elevating others' opportunities.
CreatorCon Keynote: Caffeinating your developer world
<p>We know you as developers crave new features and the CreatorCon keynote is the place to see them in action. Join the CreatorCon keynote to see how you can use the latest (and upcoming) technologies on the ServiceNow<span style="font-size: 12.0pt;">®</span> Platform.</p> <p>Product leaders Amanda Joslin, Chris Haas, Nirankush Panchbhai, and Amit Saxena will demo key capabilities that enable you to build, automate, connect, and keep you energized on your developer journey. And stay to the very end when we announce The Devvies winners!</p>
Stop and smell the roses: Embrace your ServiceNow journey
<p>You have taken the classes, passed your first exam, got your first job... now what? Learning ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> can feel like you are drinking from a fire hose, but it doesn't have to feel this way. Don’t get overwhelmed, suffer and burnout by the constant need to pursue modules. Find out how to stop encumbering yourself by the seemingly endless things that encompass the first few months on the platform. Stop impostor syndrome in its tracks with helpful hints learned in this session. Embrace the process and appreciate the achievements along the way!</p>
Lab: Process Optimization and Task Intelligence for streamlined customer service
Learn how to use Process Optimization and Task Intelligence in ServiceNow®’s Customer Service Management to uncover and eliminate inefficiencies in your processes and improve agent productivity to deliver great customer service experiences. Instructors will guide you through a hands-on lab where you will learn to: • Gain insight into sub-optimal routing, poor service, and service level breaches and quantify the financial impact • Use AI capabilities such as language detection, sentiment analysis, auto categorization/routing to fix those inefficiencies
Lab: Accelerate incident resolution for agents using Predictive Intelligence
<p>Join us to learn how machine learning can help agents drive faster incident resolution through Agent Workspace – a command center to help service desk agents prioritize and act rapidly with everything they need in one place. In this lab you will gain hands on experience configuring and using Predictive Intelligence to route work, solve issues faster, and identify automation opportunities. We'll implement your predictive intelligence models using business rules and Flow Designer.</p>
Roundtable: Tips and leading practices for Virtual Agent implementation and deployment
<p>This Knowledge 360 Exchange provides insights on how you can implement and grow Virutal Agent in your environment. Select from one of these round table discussions: getting started, include Natural Language Understanding, integrate with Microsoft teams, leveraging AI, or how to use out of the box conversations.</p>
Democratize technology! But don’t let Citizen Developers leave a mess behind
<p>Based on a true story, this session will reveal the most dangerous pitfalls to avoid in your Citizen Development program. You will also learn about the playbook for success: How to ensure that Citizen Developers in your organization solve the right problems, with the right platform, creating sustainable value. We call this the Minimum Viable Governance (MVG) approach - powered by the open-source Business Technology Standard and ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>.</p>
Shared services implementation - 5 years in 5 months
<p>Get ready to learn about an incredible digital transformation story! Afya Educacional, the largest ecosystem of healthcare education and healthtechs in Brazil, managed to transform fice years of process into just five months with ServiceNow®. The result? The company's CSC and IT departments achieved significant gains in productivity, automation, user experience, and service quality. With a significant increase in the department's NPS and a large number of cases automatically closed through self-service and chatbots, Afya is a great example of a successful implementation of ServiceNow® and a future-focused strategy. Attend this session to hear how the company achieved these incredible results and the future of its implementation journey.</p>
Comcast’s path to digital transformation
<p>Comcast underwent a digital transformation of critical infrastructure management. As a result, the company can confidently make informed timely decisions to improve their critical infrastructure operations, reliability, capacity, sustainability, and compliance. But their journey is far from over. This year, Comcast will be expanding to Data Center facilities and launching One Preventative Maintenance Program, a transformative approach to make their sites into world-class technical facilities. Attend this session to hear Comcast's journey.</p>
Lab: Explore the depths of multiple tables
Understand when, why, and how to create additional related tables and access your data to build more complex applications. You will learn the fundamentals of data modeling, how to interact with related tables, and how to prevent users from selecting invalid data.
How Shell's architecture approach for ServiceNow drives change by design
<p>How do you balance an out-of-the-box strategy for the ServiceNow® platform with the ability to configure the platform to your company's requirements? How can you drive more value from the data in your ServiceNow platform by merging it with an integrated enterprise architecture tool stack? Join this session to learn more about Shell’s architecture approach to their ServiceNow platform and how they use it to drive change by design.</p>
Panel: Women in Tech - Risk & ESG management
<p>Join this panel discussion to hear leaders from KPMG, LinkedIn, and Wells Fargo discussing:</p> <ul> <li>Business Resiliency – preparing for the next crisis event</li> <li>How to leverage ERM as a competitive advantage</li> <li>Risk Management as a pillar for ESG</li> </ul>
Demo: Crisis averted! How to mitigate a major security event with ServiceNow
Join this demo to learn how customers can use ServiceNow® to establish a risk-based vulnerability management approach. Proactively monitor, reduce your attack surface, and if the worst-case scenario occurs, drive incident prioritization and automate workflows for a quick and effective resolution.
Roundtable: Master Session on Governance, Risk, Compliance and ESG capabilities
<p>This Knowledge 360 Exchange will focus on effective strategies for deploying and adopting governance, risk, compliance and ESG capabilities within your enterprise. Join a facilitated roundtable discussion where we will review the top technical and organizational ‘must-knows’ for success.</p>
Learn how the NBA uses predictive machine learning to prevent outages
Come learn how the NBA uses AIOps, Health Log Analytics (HLA), and Major Incident modules to reduce noise, predict failure, improve detection & response times, and accelerate processes to ensure the NBA delivers the best live game experience for our fans. In this session, the NBA will walk through their key objectives, challenges, learnings, and results. This is the perfect session for teams who are looking to accelerate processes, implement automation, deploy machine learning, and shift into a proactive DevOps environment.
People and processes first: Crown Castle teams up with CDW for transformation
<p style=""><span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);">Crown Castle (CC) recognized that building a customer-centric, personalized, and scalable platform goes beyond a technical implementation. In partnership with CDW, CC harnessed UX, design thinking-based Customer Experience (CX), and Enterprise Service Management (ESM) to operationalize excellence, contextualize the complexity of business needs, improve experiences and all types of workflows for employees, enterprise customers, and the public. Join this session to learn how CC and CDW achieved these outcomes and learn how to optimize your own platform to drive results.</span></span></span></p> <p style=""> </p>
Ask the Experts: How to kickstart your hyperautomation journey with all RPA tools
View performance vs. business goals, cost and time saving metrics, active automations, and pipeline. Learn how to monitor operational health, job status, incidents, and changes to help prevent automation failures. Hear how hyperautomatiion enables business facing visibility towards detailed benefits like KPIs of existing automations, overall cost and time saved. Hear how the Configurable Framework provides critical/medium/low insights of your applications. View the generated insights from the insight rules in Automation Center Executions dashboard.
FastForward EX powered by ServiceNow: Ignite the future of work with a modern digital workplace
Work continues to be remote, but the digital experience often results in productivity challenges that significantly impact the organization's bottom line. With a single platform designed to improve operational effectiveness, FastForward EX powered by ServiceNow allows your organization to rapidly boost productivity and transform employee workflows. Learn how HR leaders are maximizing technology investments, increasing knowledge sharing, and enabling better insights amidst economic uncertainty in this informative session.
Unleash the power of a connected, digital workplace
The future of work is here. To thrive, your workforce must be equipped with technology that creates a seamless experience and empowers employees to both collaborate and work autonomously unleashing productivity+. The more mature the digital environment, the more your business can elevate the workforce experience, drive successful outcomes, and maximize resiliency for years to come. Join our session to learn how to accelerate your digital maturity and future-proof your business using ServiceNow.
Roundtable: Financial Services Risk Management
<p>Financial Services organizations face unique challenges when it comes to risk and compliance management. Global regulations continue to increase and evolve, penalties are becoming more severe, and the potential loss from a breach could be crippling. Join this roundtable with ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">® </span></span>thought leaders and your peers to discuss the risk management practices that have been successful at mitigating risk while also using risk as an innovation driver.</p>
