Sessions
4863 sessions, 88 canceled
Ask the Experts: How to build more reusable integrations with Integration Hub
<p>Tired of scripting to build integrations in ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span>? As a low code/no code platform, Integration Hub has new features in every release to let users to do more drag-n-dropping to build robust integrations at ease. So what's new and what's the latest best practices to save your finger typing energy? Come join the session and learn the latest tricks!</p>
Realize value faster with ServiceNow Impact
<p>Learn how ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> Impact accelerates time to value on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>—by combining expert coaching, personalized insights and recommendations, peer benchmarking, premium technical support, role-based training, and curated content—all delivered in a personalized digital experience.</p>
Realize value faster with ServiceNow Impact
<p>Learn how ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> Impact accelerates time to value on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>—by combining expert coaching, personalized insights and recommendations, peer benchmarking, premium technical support, role-based training, and curated content—all delivered in a personalized digital experience.</p>
BoundaryLess enterprise on the Now Platform - Multi-cloud adoption, provision...
<p>Learn how E.On uses Wipro's BoundaryLess Enterprise (BLE), built on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>, as an end-to-end Cloud Management solution accelerating enterprise cloud adoption and delivering increased scalability, flexibility and collaboration. BLE extends platform capabilities with pre-built integrations with cloud providers, cloud deployment templates, cookbooks, blueprints, cloud management portal, and automation routines. BLE also leverage IaaC tools like Ansible, Terraform and DevOps tools like Azure DevOps to enable cloud deployment and management capabilities.</p>
Lab: 3 levels of connecting ServiceNow instances
<p>Connecting ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> instances has never been easier. With the abundance of different capabilities to choose from, the real challenge now is getting a clear grasp of each capability in terms of the business problem they are aimed to solve, so you can align yourself to the best-fit solution that will deliver the right value at pace. Join this hands-on CreatorCon lab as we explore three options of connecting ServiceNow instances and how they each thrive in solving very different business problems and use cases.</p>
UX Presentation: Form leading practices
Learn the Leading Practices for creating forms that are intuitive to complete and ensure the right information is collected. Uplevel the usability of your form views and record producers to support the abilities of your users providing the input.
UX Presentation: Organizing your content leading practices
<p>Hear from experts on how to effectively organize content to ensure findability and efficiency of your catalog items, knowledge articles, and more.</p>
Panel: Enabling the connected campus in Higher Education
<p>Colleges and Universities across the globe are looking for a fully connected, enterprise-level solution to campus operations and constituent experience. From student engagement to employee management to managing facilities and assets on campus, institutions are changing their business model and are in need of a system of engagement that simplifies legacy system engagement and creates a 21st century experience. In this session, learn how institutions are envisioning this new model, but also how they are gaining consensus on their campus to connect non-IT departments onto the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> for the total experience.</p>
Ask the Experts: Knowledge Management
<p>Are you considering investing in ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> Knowledge Management solution? Or have you invested in it but would like to learn more about roadmap and best practices? Come to this session to learn more about ServiceNow's Knowledge Management product and ask the product team your questions!</p>
CMDB Pulse: Automating the ongoing measurement of CMDB quality & completeness
The state of your CMDB data has a tremendous impact on your business-as-usual cost, enterprise resilience, security and user experience. How can you demonstrate progress to stakeholders or hold your service provider accountable to an SLA if you cannot measure the system? We will discuss options to get this work done, and introduce our CMDB Pulse service, that will relieve your team of this time-consuming burden.
Extending the EMR Investment: How Baptist Health optimized with EMR help
<p>Moving to a new EMR platform can be a daunting task. It takes years to plan and implement, with a focus on limiting disruption and increasing efficiency. Baptist Health wanted all clinical and nonclinical staff to collaborate effectively. They believe that alignment across health care teams improve patient outcomes, prevent medical errors, improve efficiency and increase patient satisfaction. In this session, Baptist Health will discuss their Epic EMR go-live, including how leveraging the EMR Help reduced call volumes by 20%.</p>
Effective use of ServiceNow solutions for better Employee Experience
<p>NTT DATA, one of the top digital solution consulting providers in Japan, has been building ServiceNow® deployment and usage in a broad range of areas from IT system management, frontend of the core system, employee portal, and now to ESG. Understanding ServiceNow’s potential and capability as a platform of business, the company effectively use the solutions to transform and enhance the employee experience, and the practices are offered to external customers. In this session, the ServiceNow usage roadmap and vision going forward will be introduced.</p>
Security best practices for the Now Platform: Securing YOUR instance
<p>Security is an ongoing journey which requires a proactive approach . Join us in this session as we take you through a comprehensive approach that enables you to take the necessary steps to secure your ServiceNow instances. We will share with you best practices and you how you can harden your instances, monitor security issues and increase your overall security posture.</p>
Lab: Service Operations with Virtual Agent, ML and Investigation Framework
Service Operations is about expanding resilient, cost-effective services while delivering extraordinary employee experiences and productivity.We will showcase the Service Operations Workspace for ITSM, which utilizes VA, ML recommendations, and Agent Client Collector (ACC) for incident investigation. You will learn how self-service options across various channels can improve team and employee collaboration.
Lab: Optimize software asset investments with Software Asset Management (SAM)
<p>In this introductory hands-on lab, view the normalization process and how machine learning keeps that process timely and accurate, walk through entitlement importing including bulk imports, understand reconciliation, and how to leverage cost and utilization data in your decision-making, and learn how to set up a SaaS integration.</p>
LinkedIn’s ServiceNow IRM and VRM Solutions – Lessons learned from the field
In this multi-disciplinary discussion, we will hear from the team that runs LinkedIn’s IRM and Vendor Risk Management programs powered by ServiceNow®. Topics will include: 1. Where we started on the journey and sequencing of ServiceNow® solution rollout 2. Things we wished we knew sooner that we learned over the years 3. How automation is allowing the team to improve both efficiency and efficacy (fast and good) 4. Areas of integration, collaboration, and coordination between solutions (CMDB, Entity Types, SAM/HAM, Company) 5. Roadmap ahead to continue maximizing the investments (BCM, IRM, VRM)
A modern employee experience for associates at Edward Jones
<p>Edward Jones’ promise to their clients is to be by their side and help create a better future – that promise extends to their associates. Join us in a discussion to hear the Edward Jones journey to modernize its delivery of HR Services, improve the associate experience and maximize self-service capabilities. Learn the nuances of getting the most from your ecosystem layers (engagement / workflow / data sources) to serve associates with capabilities that work for them as they navigate their day and career at the institution.</p>
Legal contracts workflow automation
Discover how to automate the request, authoring, review, and apporval of contracts for predefined templates such as NDAs and third party contracts with ease.
Demo: Unleash the potential of enterprise shared services: A live walkthrough
<p>Drive departmental efficiencies across your enterprise shared services with ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>’s powerful HR, Legal, Workplace and creator workflow solutions to help connect end-to-end processes, discover cross functional insights, and provide a seamless user experience for your entire workforce.</p>
UX Presentation: Workspace leading practices
Learn the leading practices ServiceNow expert product designers follow when creating the configurable workspaces that are part of ServiceNow products. The practices help ensure that your service desk employees experience an intuitive interface that focuses on efficacy and efficiency.
Ask the Experts: Exploring ideas to foster safer and more trustworthy generative AI workflows
<p>The rise of AI-driven applications has led to an increased need for safety and trust in AI workflows. In this session, we will discuss strategies and techniques for integrating safety mechanisms into AI solutions without sacrificing performance or user experience. Rather than providing prescriptive guidance, this session will serve as a community discussion starter, encouraging participants to share their own experiences and insights on data privacy, bias mitigation, anomaly detection, and handling non-standard language patterns. Whether you are a seasoned AI developer or new to generative AI, we invite you to join us in this conversation and learn from the experiences of others. Together, we can work towards building AI systems that are secure, compliant, and capable of addressing the challenges of our ever-evolving digital landscape.</p>
UX Presentation: Accessibility leading practices
Learn the leading practices to maintain or enhance the accessibility (A11y) compliance of your ServiceNow environment's applications. Understand how to create content, make branding decisions, and configure your instance in a way that is accessible for all users.
Power of Storytelling: Driving inspiration & value on the ServiceNow Community
<p>Learn how to build valuable content through the art of storytelling. Willem Zeiler, a ServiceNow® MVP and industry expert, will share a variety of ways he inspires others through the content he produces, including storytelling techniques and best practices.</p>
Bringing AI to Ops – Itaú’s journey thus far
<p>Banco Itaú (the TOP1 private bank in Latin America) will share its AiOps story, from the implementation to evolution. The initial landscape included siloed operations and tools, lack of integrations and manual tasks. Learn how Itaú addressed this challenge with ServiceNow ITOM and ITSM solutions, and how they drastically improved its main KPIs, such as automatic resolution and ownership, by leveraging AI capabilities for correlation and root cause analysis (RCA). Itaú will also share lessons learned and the next steps on this journey.</p>
GBS is now intelligent. Introducing Intelligent Operations Management by Wipro
Join this panel discussion on Intelligent Operations Management, its impact to the Employee Experience, ESG reporting and the bottom line. Intelligent Operations Management (IOM) is the next revolutionary step in Global Business Services - think of it as your “Cheat Code” for global business services. Learn about: - Customer and Employee Experience Led, Digital First Processes, a focus on value, speed and flexibility - How companies can reduce their environmental impact, improve social responsibility, and promote ethical behavior - How the ServiceNow® platform fuels IOM
Roundtable: Success secrets: Create governance and build the right operating model
<p>This roundtable will focus on how to develop a robust operating model that enables you to successfully scale ServiceNow® across the enterprise. Join to learn how to get governance right, standing up a COE, managing technical debt, etablishing a robust adoption plan and managing enterprise demand.</p>
Roundtable: The what, why, and how of Employee Center
<p>This Knowledge 360 Exchange provides insights on deploying Employee Center to improve self-service, engage employees, and drive productivity. Join one of of these facilitated round table discussions: getting started, multi-phased Employee Center deployment, employee centric browse and search experience, targetted communications, and unified portal governance.</p>
Lab: Accelerate business outcome attainment with ServiceNow Impact
<p>If you already have ServiceNow<span style="font-size: 12.0pt;">®</span> Impact, our value acceleration solution, we provide actionable resources to help you increase business outcome attainment, platform adoption and effectively manage value realized from your ServiceNow investments. Join this hands-on workshop where you'll work with ServiceNow value acceleration experts, and your peers, to leverage ServiceNow Impact resources and tools to build an end-to-end process to implement effective value realization.</p>
Roundtable: Steps to ITOM implementation & deployment success
<p>This Knowledge 360 Exchange which will focus on how to leverage the power of IT Operations Management (ITOM) to fuel service operations, and take your IT organizaiton to new levels of quality and efficiency. Join a round table discussion on one of these topics: how to monitor the health of your CMDB, getting data foundations for CMDB health, Service Mapping approach, best practices in ITOM Discovery and practical steps for aligning Common Service Data Model.</p>
Harnessing the power of AI and Cloud to redefine enterprise success!
<p>Efficiency, Risk & Cost. Attend this session to hear Voya's journey of: 1. Harnessing the Power of AIOps-Event Management to optimize the operations team helped reduce 15% of the operational spend and simplified the tools environment 2. Leverage SecOps Vulnerability Management helped bring clarity to the chaos and streamline prioritization and mitigation of 100K/vulnerabilities a month 3. Synergize the IT: 500+ Software, Multi-cloud, 1000+ Applications, 11k+ Employees, 5M+ Customers. A single Portfolio Management to manage the technology and help transform the Business & IT</p>
UX Methods Lab: Theming across your instance
Learn how to create engaging, branded experiences across the ServiceNow platform.
Revolutionizing the end user experience: Johnson and Johnson's journey
<p>In a world focused on contracts and costs, have you stopped to think about your end users' experiences with your support organization? J&J will demonstrate how it incorporated experience into the ITSM workspace for agents. Combining the power of experience results (surveys), workspace, and agents' skills, it is serving empathy and understanding to end users. J&J is driving satisfaction up and poor experiences down - come find out how.</p>
Move the world and your people: How Mercedes Benz experience goes beyond vehicle
<p>Mercedes Benz's commitment to a modern, luxurious experience does not stop with the world's best vehicles. The organization, with its commitment to quality and a desire to "move the world", made it a mission to transform into a state-of-the-art, people-centric HR organization. With the help of Deloitte and ServiceNow®, they crafted a solution that covers the full scope of employee-relevant HR services. Now, with more than 120K employees onboarded onto the ServiceNow platform, Mercedes Benz is "driving their future" toward a resilient workplace.</p>
Demo: Create an app with your morning coffee, how fast app dev makes an impact
It's Friday morning and you’re once again tasked with updating a spreadsheet associated with a completely manual process. Instead of gritting your teeth and powering through, grab an extra shot of espresso and build a low-code app to automate this process for your entire team! In this demo, see how Tom did just that by leveraging ServiceNow®’s Citizen Developer program. Learn about the capabilities used to build the app, the community support provided by ServiceNow’s Citizen Developer program, and, of course, see the app in action!
UX Methods Lab: Jobs To Be Done: Identifying users' unmet and underserved needs
In this introduction to the Jobs To Be Done (JTBD) framework, learn how to discover and frame the right problems to solve for your users (their JTBD) in order to inspire innovation and guide solution development.
UX Presentation: Writing good content leading practices
Whether describing a catalog item or crafting a knowledge article, it is important to make the content accessible to your users. Learn content writing best practices from some of ServiceNow's product content experts.
Lab: Build your first robot with our new Universal UI Recorder
<p>In this lab, you will get to build your very first robotic automation using ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>'s latest features in RPA Hub such as the RPA Desktop Design Studio, Universal Recorder, Chrome Connector and Unattended Robots. The lab will teach the basic skills of RPA like installing all the components, communication between robot and ServiceNow and - most importantly - to solve the input form challenge on rpachallenge.com.</p>
HR made simple at Lowe’s – Frictionless, effective, and efficient HR services
Lowe’s is optimizing the HR service experience for it’s over 300,000 associates by focusing on creating a simple experience, running efficient operations and streamlining process, procedures and knowledge. A modernized myHR experience launched recently that offers chat allowing us to serve our associates 24/7. Join this session to learn how the team has utilized ServiceNow® as the foundation of the experience - for all employees, no matter how or where they work.
Metaverse Mystery to Reality – Use cases from Employee Experience, Manufacturing & Retail
The metaverse has the potential to revolutionize the way we live and work when it becomes reality. A scaled network of immersive virtual worlds impacting employee engagement to customer experience, retail to manufacturing, the application of the technology will be as limitless as the metaverse itself. In this Think Big session, we break down what the metaverse is, what it’s not, and how to prepare by automating, hyperpersonalizing, managing digital assets, and hiding complexity.
Demo: Optimize technology asset investments
Understanding your ITAM strategy, roadmaps, spend, and risks are critical, especially as budgets tighten and priorities shift. Managing and automating your technology asset lifecycles gives you greater influence with more IT and business technology initiatives such as security, employee experience, ESG, and IT spend strategies. Join this demo to learn how ServiceNow® IT Asset Management can help you optimize costs and utilization of your asset investments across software, hardware, and cloud to reduce tech spend, mitigate asset risk, and automate the full technology lifecycle with workflows—on a single platform.
Demo: Transform digital operations by automating and adapting quickly
Quickly adapt to shifting priorities and remove digital friction with ServiceNow®’s single, unifying platform for digital business. Join this demo to see how companies can continue to grow and evolve despite ever-changing challenges. ServiceNow’s consolidated platform helps drive a cost-effective solution that enables the organization to quickly adapt to change, develop new automation and maintain existing services. Find out how a global retail pharmaceutical company utilized a solution-based approach to plan strategically, increase efficiency through automation and save money on software spending.
Managing AT&T’s Fiber Broadband Networks
<p>From businesses to the individual consumer, AT&T’s broadband networks have become increasingly central to every aspect of day-to-day lives and businesses. Customer demand for connectivity isn’t slowing down, which makes managing AT&T’s fiber network critical for maximizing network investment, managing orders, and improving service experience. Learn how AT&T is leveraging ServiceNow® to rollout and manage both their fiber network and operations. </p>
Panel: Improving finance and procurement operations with ServiceNow ERP workflows
<p>Managing the complexity of ERP systems (and the back office finance and procurement functions they support) is a challenge most large organizations face. Often times, efforts to manage this complexity have led to overly customized ERP systems along with a less than ideal user interface. In this Think Big panel session, learn how KPMG and ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> are delivering value by helping addressing both of these challenges. The result: a “cleaner core” ERP system, a significantly improved user experience, and ultimately, more efficient back office operations.</p>
Panel: How one of the largest enterprises connects its workers via a unified experience
<p>EY and Merck KGaA Darmstadt Germany have collaborated on joining the three key dimensions (experience, engagement, empowerment) for all employees across the world. We have stretched the traditional intranet portal to deliver an unified employee experience which includes: - Work : Be productive - Grow : Improve skills and impact - Connect : Feel connected In this session you will learn how to make ServiceNow® an essential part of your co-worker's daily life. This session will demonstrate how traditionally dispersed information and services were brought together to deliver an omni-channel consumer grade experience.</p>
Panel: ServiceNow Employee Experience as an integral part to digital transformation
Join this fireside chat featuring Ryder System and Expedia, as they discuss how they are leveraging ServiceNow® Employee Center Pro as their digital launch point for employee experiences. These organizations from varying industry backgrounds are harnessing the power of a unified experience platform to drive productivity and streamline service operations. From serving up personalized experiences, targeted content, to driving greater service efficiencies – EC Pro is at the heart of how these organizations continue to scale and drive resilience across all workers in their channel of choice.
Increase productivity and strengthen your security posture with ServiceNow SCIM
<p>The key to securing identities is to make it easy for admins to control them, which includes provisioning, updating and deprovisioning identities. Using the Now Platform®, developers and architects can help their organizations centrally manage identities from their preferred ‘identity trust’ such as Azure Active Directory, or Okta and the Now Platform. Join this demo to learn how a System for Cross Domain Identity Management (SCIM) implementation provides an opportunity to create a centralized identity trust which is replicated downstream to applications and services.</p>
Optimizing enterprise-wide service experience: How Merck KGaA leads the way on GBS
<p><span style="color: rgb(0,0,0);"><span style="font-family: Calibri;">Unlocking the key to exceptional cross-departmental employee experiences is a top priority for many but requires a shared vision for digital transformation that prioritizes consolidation, simplicity, and value. Join Deborah Kops in a fireside chat with Manuel Knoll, Head of Service Enablement and Oliver Darga, Head of MBS Service Experience at Merck </span></span>KGaA<span style="color: rgb(0,0,0);"><span style="font-family: Calibri;">, as they share how their organization is collaborating to optimize services across their 8 largest functions, using an aligned contact channel strategy and Experience Management Framework</span></span>.</p>
UX Presentation: Mobile leading practices
ServiceNow's mobile apps create new interaction paradigms for users. Learn from experts on best practices to follow when creating unique applets in the Now Mobile or Now Agent apps.
UX Methods Lab: Prioritizing the user when organizing content
Many ServiceNow projects involve a large inventory of catalog items, knowledge articles and other content. For users to find the right content efficiently, organization is key. Learn how to gain quick and early insights from your users on how they expect content to be organized.
5 elements of a powerful customer experience with CX leader Elizabeth Dixon
<p>96% of customers say that customer experience is critical for driving brand loyalty. What does it take to create a winning team culture to deliver consistent, rewarding customer experiences? Elizabeth Dixon walks us through 5 elements to create an exceptional customer experience: Choose your Mindset, Create your Culture, Know your Customer, Define your Differentiator, and Pursue Innovation. After 7+ years leading Service and Hospitality, Strategy and Research at Chick-fil-A, Elizabeth coaches business executives from Disney, Southwest, Gap, and Zappos to help them achieve their CX goals.</p>
