Sessions
4863 sessions, 88 canceled
Ask the Experts: Integrating ChatGPT and OpenAI into ServiceNow
<p>ChatGPT from OpenAI has generated lots of buzz recently, and for good reason! At ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span>, we are leveraging these technologies to augment our platform workflows. Powered by Automation Engine which connects ServiceNow to anything, we will show you how we connect with OpenAI or Azure OpenAI Service to augment our workflow offerings. In this interactive discussion, we will focus on how ServiceNow capabilities can be augmented with these AI technologies. Sample usecases include generating automated responses, case notes summarization and sentiment analysis.</p>
Lab: Virtual Agent 101: Automate issue resolution with an intelligent chatbot
Join this hands-on lab to learn how the ServiceNow® Virtual Agent can help your users quickly find answers and resolve issues. In this lab, you will discover how to rapidly launch a chatbot with our no-code console and leverage pre-configured topics plus your existing Now Platform® data and workflows. You will also learn how to build simple yet effective conversation flows, measure your bot’s effectiveness, and introduce natural language understanding (NLU) for more intelligent, AI-driven conversations.
Panel: Transforming government procurement: Strategies and insights from government experts
<p>Join this Think Big panel discussion to hear from a diverse group of industry experts who will share their perspectives on the challenges both governments and the industry face in product and service procurement. The panel will share their insights and the strategies for transforming the process.</p>
Product Roadmap: What’s next for AI on the Now Platform?
<p>AI changes the way we think about work. In 2023 every company will need to formulate a vision and strategy to incorporate artificial intelligence into their work. The Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> leverages AI to provide answers, make predictions, and automate repetitive tasks so you can focus on strategic work. In the ServiceNow® Tokyo release, ServiceNow’s AI portfolio expanded to make it easier for customers to streamline service delivery, accelerate document processing, and further automate employee self-service. Join this roadmap session to deepen your understanding of ServiceNow’s AI strategy and learn what's new and next.</p>
Now Platform Roadmap: Deliver next-gen experiences with the intelligent platform for digital transformation
<p>This session will include a candid Now Platform® roadmap discussion and demo covering features from our latest Utah and May store release as well as our vision for the future of our platform. Hear directly from the global platform owner of Fonterra, New Zealand's largest business, responsible for 30% of the world's dairy exports to learn how to get the most value from ServiceNow. You will also learn more about how AI, coupled with the power of automation, low-code, and simplified experiences will lead the way for the next evolution of our platform.</p>
Panel: Sending medical supplies to Ukraine – supported by the ServiceNow platform
<p>It’s more than a year since Russia unleashed a full-scale war in Ukraine after years of conflict brought unprecedented suffering. The efforts of German-based NGOs, the Blue Yellow Cross, and Ukraine Air Rescue, supported by the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>, have brought glimmers of hope. Attend this session to learn about the journey of sending medical supplies to Ukraine using a medical supply solution containing CSM based workflows, QR Code generation and tracking along the way, private jet planning and scheduling.</p>
Lab: Kickstart automation with Now Intelligence
Today’s organizations require an automation and integration platform which provides process transparency, allows intelligent automation, eliminates process efficiencies and generates great end-user experiences. Learn how you can use ServiceNow®'s AI/ML and analytics capabilities to uncover the most promising and interesting automation opportunities. Get yourself familiar with Automation Discovery, Predictive Intelligence Clustering and Process Optimization, and start uncovering opportunities by this data-driven approach to allow for continuous improvement and optimization in the future.
Product Roadmap: Financial Services Operations for Insurance
<p>Insurance carriers need a connected digital platform that can connect teams and systems to deliver convenient and empathetic policyholder experiences and capture business value, quickly. Carriers shouldn't have to choose between creating a competitive advantage or lowering combined ratio, they can say yes to both! In this session, product leaders will share recent updates to Financial Services Operations for Insurance, give a preview of what's coming, and give examples of how carriers and brokers are using the platform today to achieve impactful business results.</p>
Product Roadmap: Healthcare and Life Sciences
Healthcare organizations need to connect people, devices, and processes to navigate today’s complex challenges, while always keeping an eye on the bottom line. They shouldn’t have to choose between investing in patients or their staff, they can say yes to both! In this session, product leaders will share recent updates to the Healthcare industry portfolio and roadmap, including managing the end-to-end lifecycle of medical devices.
Roundtable: Maximizing ROI with Asset Management and Strategic Portfolio Management
<p>More than ever, maximizing return on investment is top of mind for most businesses. At this Knowledge 360 Exchange, experts will help your organization put effective strategies in place to increase value and reduce cost using ServiceNow Asset Management and Strategic Portfolio Management. Join one of five facilitated discussions on how you can drive Hardware Asset Management success, get started with Enterprise Asset Management, win with Project Portfolio Management and accelerate value delivery with Agile and SAFe.</p>
Citizen Developer 101 - Unleash the citizen developer hero in your organization
<p>At the end of this 60-minute workshop, you'll learn how to get started with a Citizen Developer program for your org with ServiceNow®. We will dispel common myths about Citizen Development programs and participants will have tangible examples of what strong Citizen Development looks like while learning about the differences in No, Low, and Pro Code tooling.</p>
Product Roadmap: ServiceNow for Telecom
<p>As the digital world evolves, connectivity has never been so vital to every fabric of society and business. Join Rohit Batra, ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span>'s VP and Head of Product, Telecom, Media and Technology Industry, as he shares the strategy for delivering purpose-built workflows across network inventory, ordering, care, and assurance--helping communications service providers accelerate growth while reducing costs.</p>
Product Roadmap: ServiceNow Risk products
<p>Get an overview of strategy and roadmap for ServiceNow® Risk products: Integrated Risk Management (IRM), Business Continuity Management (BCM), Third-party Risk Management (TPRM), Privacy, and more. The strategy and roadmap session will cover what is new, what we are planning in the next release, and how those releases move us towards our longer-term vision and strategy.</p>
Security Posture Control
<p><span style="font-size: 12.0pt;"><span style="font-size: 11.0pt;"><span style="color: black;">Learn how ServiceNow® Cyber Attack Surface Management can help organizations secure their on-prem and cloud assets by proactively identifying security tool coverage gaps, and security risks related to configuration, identity, and other high-risk combinations that could potentially lead to attacks or data breaches.</span></span></span></p> <ul> <li><span style="font-size: 12.0pt;"><span style="font-size: 11.0pt;"><span style="color: black;">Identify security tool coverage gaps and unmanaged/rogue devices on the network</span></span></span></li> <li><span style="font-size: 12.0pt;"><span style="font-size: 11.0pt;"><span style="color: black;">Identify cloud misconfigurations and identity gaps and monitor compliance of cloud resources against benchmark standards such as CIS</span></span></span></li> <li><span style="font-size: 12.0pt;"><span style="font-size: 11.0pt;"><span style="color: black;">Proactively identify high-risk combinations of vulnerabilities, internet exposure, identity & lateral movement risk etc. to remediate the security risks with most impact first</span></span></span></li> <li><span style="font-size: 12.0pt;"><span style="font-size: 11.0pt;"><span style="color: black;">Automatically send the security findings/alerts to GRC/IRM to continuously monitor overall compliance of the organization’s assets including those in the cloud</span></span></span></li> </ul>
Product Roadmap: Public Sector
<p>Rising demand for public services and growing expectations present governments the opportunity to elevate the constituent experience. Governments shouldn't have to choose between improving processes and experiences or reducing costs. Product leaders will share updates to Public Sector Digital Services, give a preview of what’s coming next, and discuss how governments are using the platform today to elevate their constituent and employee experiences. Learn how ServiceNow®'s innovations in government are building on the ServiceNow Platform and Customer Service Management to modernize government services.</p>
Fannie Mae: Enabling enterprise cloud transformation with automated workflows
Fannie Mae has a mature public cloud adoption program as part of its Digital Transformation. Major pillars of our cloud program include planning, scaling and operations which are enabled through successful initiatives and projects. This session will review how a robust CMDB and powerful workflow platform with ITSM and ITOM helped us solve for various challenges across the cloud. Learn various examples of the capabilities the Fannie Mae ServiceNow® Platform team delivered in support of our successful public cloud program.
Workspace Builder for App Engine - An easier way to configure workspaces
<p>Join this session to hear how you can accelerate workspace development with pre-built pages that allow developers to focus on customization vs. set up. Workspace Builder for App Engine is a no-code application that allows developers to drive value with a custom workspace faster than ever with clicks instead of code. In this session you will learn how to use Workspace Builder to create and configure custom data visualizations, filtered lists, and record pages—all in one place. This will help you build a workspace in a single place rather than having to go through multiple builders and platform tables, increasing ROI.</p>
Lab: Simplify app development with Decision Builder
Do your flows get 10 steps longer when you need to add a new condition or exception branch? Do you struggle to keep track of all your application-specific logic? In this lab you will learn to separate business logic from code to simplify app development and empower business stakeholders. You will get acquainted with the Decision Builder application and learn how to leverage the user-friendly interface to build decision tables. The exercises will walk participants through the latest decisioning features that will make logic management a breeze and help you streamline your flows and code.
Product Roadmap: App Engine and ServiceNow low-code vision and strategy
<p>With mounting app backlogs, the demand for low-code solutions has never been greater. For ServiceNow® developer teams to succeed, it is essential to have the modern tooling and platform to build new workflow apps fast, expand app dev to more builders, and for IT to safely scale apps across the entire development lifecycle. Join this session to learn how ServiceNow is innovating the App Engine product portfolio to enable all developers to build apps quickly, with less cost and risk. The session will include a thought-leading demo showcasing the future of app dev with low/no code on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>.</p>
Product Roadmap: ESG product vision, strategy and updates
Looking to uplevel your company's corporate Environmental, Social and Governance (ESG) programs? Come learn about recent and upcoming ESG innovations from ServiceNow® Director of Product, Mauri Paz.
Employee relations for Elevance Health: Reimagine the power of self service
What if your customer never needed an agent to review their case? What if they were just guided through the steps and able to close the case themselves? Attend this session to learn how Elevance Health created self-service workflows that give managers a step-by-step guide to completing a task while documenting the activities for the employees file. The Employee Relations workflows enable managers to be self sufficient, but are guided to help manage risk. This just-in-time assistance has reduced the average case handle time by 40% and freed up our Associate Relations team to be more strategic.
Lab: Discover how Source-to-Pay Operations can reduce spend and wasted time
<p>Discover how you can reduce cost and increase satisfaction across the entire source-to-pay process with Source-to-Pay Operations. In this hands-on lab, you’ll learn how we can reduce time wasted answering status request and other low value emails with efficient self-service tools. You will also explore how we create a guided buying experience that increases spend under management, saving your company money. Explore integration options, playbooks that streamline common activities, and how to create dynamic workflows that respond to various types of requirements in the procurement space.</p>
Lab: Field service success through ServiceNow work planning and scheduling
<p>Join us for a hands-on lab to learn how ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>'s Field Service Management can become your organization’s next strategic differentiator. This session will share how to improve work planning and scheduling efficiency with automation, optimization, and capacity planning. Instructors will guide you through: • Territory planning, • Dispatcher workspace, • Dynamic scheduling, schedule optimization, and intra-day automation. You’ll come away with an overview of ServiceNow FSM.</p>
Product Roadmap: ITOM and what's planned for the future
Join ITOM Product Management roadmap session and learn about all of the exciting capabilities recently introduced and hear about what is coming in the near future. Topics will include Discovery, machine-learning Service Mapping, Event Management, Predictive AIOps, Cloud Governance and more. Get insights on how to get the most of your ITOM deployment and learn about great options to bridge ITOM with ITSM and other solutions across your organization.
ServiceNow security operations strategy and roadmap
<p style=""><span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);">Learn about ServiceNow's security operations solution strategy that enables organizations to continuously evolve and adapt to emerging threats and technologies aligned with their business goals.<br /> ServiceNow Security Operations Enterprise Security Case management is used to detect and respond to security incidents quickly and Enterprise Attack surface management helps our customers identify, analyze, and manage the<br /> vulnerabilities and potential attack vectors that can be exploited to breach your organization's network. The session will provide attendees with a roadmap and actionable strategies for building and maintaining an effective security operations program.</span></span></span></p> <p style=""> </p>
Upgrade like a pro: Turbocharge your instance with the latest tools and tricks
Upgrade your ServiceNow® game with Upgrade Plans and Automatic Test Generation (ATG) - because who wants to spend their Friday night manually testing updates? With Upgrade Plans, learn to plan and prepare for changes in advance, and with Automatic Test Generation, the software does the heavy lifting. No more tears, no more fears, just smooth sailing upgrades.
Hyperautomation and low-code: Eliminate ERP technical debt for better performance and simpler migrations
<p>Enterprises can leverage low-code to overcome limitations of legacy ERP systems. By replacing technical debt surrounding your core ERP with purpose-built low-code apps and pre-defined workflows, you can build better experiences at scale – while preparing a much simpler migration to modern ERP platforms in the future. Join this session to learn how to: • Control cost, time and risk around your ERP upgrades and maintenance • Unlock innovation for your ERP-dependent processes in days and hours - with no SAP experience required • Eliminate technical debt that complicates migrations to modern ERP solutions</p>
A developer’s shocking find - Integration performance improvement by 100x times
<p>Join this session to hear about an integration developer’s story - a story in which different ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> configurations are compared to consider when building an integration architecture, and lessons learned along the way all while improving integration performance by more than 100 times. Keu decisions will be explored, such as: use an import set or a custom table, a flow, or async business rules to process records, standalone or concurrent imports? If you have ever wondered about these questions and the impacts they have on performance while dealing with 100K records a day, then the answers are all in this session!</p>
Building a best-in-class COE governance & service delivery model for Kraft Heinz
<p>How can you enable a best-in-class governance and service delivery model that ensures scale, agility, and continuous collaboration across multiple products like IT, HR, Engineering, R&D, GBS Service Delivery, Cloud Services and Finance? Join our session to hear how Kraft Heinz in collaboration with EY defined and built ServiceNow<span style="font-size: 12.0pt;"><span style="">® </span></span>Center of Excellence (COE) focused on demand governance and service delivery. Points of emphasis will include governance structures, use of Agile, developing roadmaps, effectively managing relationships and capturing and reporting on the ongoing benefits.</p>
Lab: Get to a clean ERP core with ServiceNow ERP Customization Mining
<p>Modern ERP systems require a single action and engagement layer. Many organizations have tried to build these workflows on top of their ERP system by customizing it. ERPs are excellent transactional systems of record, but are poor systems of engagement. Learn how to identify, and migrate these customizations off of your ERP system using ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> Customization Mining. Return your ERP core to a stable state, reducing technical debt and upgrade time.</p>
Panel: How hyperautomation transforms experiences
Today, financial institutions are striving to deliver frictionless customer experiences through the strategic use of automation. However, the challenge of pulling together a myriad of automation technologies often limits innovation. With an effective hyperautomation framework, bank employees can spend more time on strategic work, allowing them to better serve their customers. Join this panel of financial services leaders to discuss how Lloyds Banking Group and Hancock Whitney Bank are leveraging hyperautomation to drive frictionless experiences that keep customers loyal.
Governance for low-code application development
Help prevent app sprawl by learning how to implement development guardrails in App Engine Studio. Governance is key to a successful Citizen Development program. This session will equip you with the tools and best practices to implement a scalable program that resists app sprawl and shadow IT.
Ask the Experts: How ServiceNow can help you get to a clean SAP core
<p>As organizations evolve, your SAP<span style="font-size: 12.0pt;">®</span> systems can become bloated and cluttered, making them difficult to manage, maintain, and innovate. Join this expert panel to explore how ServiceNow<span style="font-size: 12.0pt;">®</span> can help you get to a clean SAP core faster and more easily. This session will explore the key features and capabilities of ServiceNow, including ERP customization mining and SAP integration features. Whether you are an SAP administrator, IT manager, or business leader, this session will provide valuable insights on how ServiceNow can help you optimize your SAP system and achieve a clean SAP core.</p>
Ask the Experts: How to assess your app dev maturity on Now Platform
<p>App development is an essential aspect of digital transformation, and the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> offers a powerful platform to build and deploy custom applications. However, understanding your organization's app development maturity level is crucial to maximizing the benefits of this platform fully. Join this panel of experts who will share their insights on how to assess app development maturity on the Now Platform. Experts will discuss the key areas to focus on, the benefits of app development maturity, and practical steps to improve your organization's maturity level.</p>
Ask the Experts: How to manage SDLC for low-code governance
As low-code development becomes more popular, organizations are looking for new ways to manage SDLC effectively. Managing SDLC for low code requires a unique approach that considers the rapid application development cycle, collaboration, and compliance requirements. This session will explore best practices for planning, designing, developing, testing, and deploying low-code applications on our platform, and discuss the tools and methodologies you need to effectively manage the SDLC for low-code applications.
Onboarding advanced configurations
Learn more about the advanced features of Lifecycle Events like Advanced Triggers, Activity Containers, Evaluation Intervals, and triggering Activity Sets to be closer to real-time.
Two sides of a process: What’s new for PAD and Playbooks?
<p>So you’ve dipped your toes into creating cross-enterprise processes and guiding agents through their work with engaging playbooks? In this session, you’ll learn what’s new for Process Automation Designer (PAD) and Playbooks. You’ll take process design to the next level by configuring optional activities directly in PAD, using the improved side panel and a process-driven UI. For Playbooks, presets and controllers allow you to set up your Playbook component(s) quickly and easily, and they are also the foundation for new, flexible Playbook layouts. <strong>Please complete the following training prior to attending this session: https://sn.works/CoE/Training</strong></p>
Fetching attachments with RPA
<p>During this lab we will learn how to use robots to retrieve attachments from outside of ServiceNow. We will add a social media link for a user record and retrieve the profile image for the users. At the end of the lab you should be able to:- Configure an instance to use RPA - Trigger a process using Flow Designer - Build a robot to navigate to a site to obtain a profile picture - Process the image back into ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> into the image field</p>
UX: Build a focus on user experience into VISA's People Services team
Follow along as VISA explores their journey to re-focus their People Services ServiceNow® platform on the users interacting with the platform. By treating their journey with a product mindset, they include their users in the journey and iterate to greatness. Learn from VISA's People Services Employee Experience leader on how they incorporate UX methods into their work as well as staff their team with experience professionals.
Easily create end-to-end digital workflows with Workflow Automation
<p>Business is moving faster than ever before. Organizations need to empower their employees with the tools to produce high quality work at speed. In place of manual and time-consuming scripting, seamless workflow automation from ServiceNow® supports seamless integrations, faster performance, and time-saving reusability. Join this session to learn how you can build, monitor, and optimize the most efficient automated workflows with no-code.</p>
Ask the Experts: Best practices for building with Flow Designer and Integration Hub
<p>Looking to up your game when working with Flow Designer or Integration Hub? Want to learn useful, repeatable patterns for building performant and readable flows? In this session, we'll share best practices for connecting with external systems, working with complex decision logic, and modifying your data at runtime.</p>
Lab: Gaze through the magic window of reporting and dashboards
Learn how quickly you can visualize your information to derive meaning from it and take action. In this session you will learn to create several different kinds of reports and present them on a dashboard to gain insights to your data.
Product Roadmap: The future of Next Experience
The Next Experience is the next step in the ServiceNow® journey of revolutionizing the way that people work on and view the Now Platform®. It brings together ServiceNow solutions into a unified experience and executes on our vision of cross-solution experiences in a seamless and efficient way that is easy for customers to implement and easy for users to consume. Since its launch in the San Diego release, the Next Experience has helped customers elevate and unify experiences across the platform. This session will highlight what is new for Next Experience in the Utah release as well as a look ahead to upcoming roadmap features.
Scale and accelerate value delivery across the enterprise with SPM and APM
In the past four years, Roche has utilized Strategic Portfolio Management, Strategic Planning and Digital Portfolio Management. The company has non-IT and IT teams planning initiatives using PPM, Agile (>500 products), SAFe (>40 ARTs) or hybrid! In this session, learn how the entire organization was able to plan and deliver work at scale and accelerate decision making to reduce risk and cost with Application Portfolio Management. As a pharmaceutical & medical diagnostics company, hear how it meet regulatory requirements for our products, and for the business practices enabled.
Achieving operational excellence through AIOps at AT&T
<p>The digital landscape is rapidly evolving and organizations must keep up with the changing technological advancements to ensure business continuity. This requires a new approach to IT operations; one that can quickly detect and resolve issues before they become business-critical. In this session, learn how AT&T leverages ServiceNow<span style="font-size: 12.0pt;">®</span>’s Predictive AIOps and Observability with their IT’s AIOneOps initiative to achieve operational excellence. AT&T is now able to detect degradations in performance within business-critical applications and employee virtual desktops before users are impacted.</p>
Enable fast, data-driven improvements with in-platform process mining
Process mining is revolutionizing the way understand how efficiently our organization is operating. Process Optimization is the ServiceNow® in-platform process mining solution that automates the process of x-raying your workflows to show you where and how you can make improvements that drive lasting business value. Join this session to learn how to visualize the truth behind your processes in a couple of clicks, as well as how you can easily integrate with platform solutions like Performance Analytics, AI, and Continual Improvement Management to close the loop on process optimization.
How ServiceNow enables Amadeus journey in the cloud with ITOM and ITSM
As a travel technology leader, Amadeus is moving its entire workload to the public cloud to meet competitive market objectives. This session will review the company's move to cloud project and how it leveraged ServiceNow® ITOM and ITSM as key enablers for cloud operations, from configuration management to monitoring, incident management and much more. The session will describe how Amadeus set up the different features provided by ServiceNow to cope with the various use cases encountered in the cloud journey, the challenges faced and solved.
Lab: A journey of 1000 records begins with your first app
Once upon a time, there was a brave hero who wished to start their developer journey. If you are this afforementioned hero, then good news - the path to that title begins here! In this first lab of the Builder Track series, you begin down this twisting road and encounter your first foe: the dreaded manual processes that plague enterprises across the world. You will learn how to import and store data, build forms and lists for easy access, and all of the basics that make up a custom application. See how fast and easy it is to unlock productivity in your organization with an app!
UX Presentation: VA Topic Trailblazers: Charting a course for end users
Creating engaging and effective VA topics requires an understanding of conversational design and your audiences expectations. Learn from conversational interfaces experts on a series of best practices when creating topics.
Transform your after sales processes on the ServiceNow Platform
<p><span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(33,33,33);">Delivering standout customer experiences - from the first inquiry to after-sales servicing - ensures that manufacturers can grow revenue, unlock new business models and drive lifetime loyalty. Learn how the Now Platform</span></span></span><span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span><span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(33,33,33);"> can ensure that manufacturers deliver new and seamless experiences for their customers.</span></span></span></p> <p> </p>
