Sessions
4863 sessions, 88 canceled
Modernizing the factory floor with digital workflows
<p>Learn how the Now Platform® can help manufacturing companies improve OEE and operator experience by digitizing paper and Excel-based processes.</p>
GBS on now: what value did Deloitte realize from GBS powered by ServiceNow?
Embracing our ‘Digital first’ strategy, Deloitte launched ‘My Support’ functionality in 2022 as a Digital Briefcase for our people to access Self Service and interact with Delivery teams across the globe in an integrated way. In this session, learn how Deloitte implemented GBS powered by ServiceNow , enhanced employee experiences and drove positive business outcomes.
Getting started with ServiceNow Field Service Management
<p>Want to get more value from your ServiceNow® investment? Learn how to extend IT workflows to the field. For businesses that use technicians or other mobile workers for service delivery, extending IT work to the field can be game changing. Learn how customers are powering field service delivery on one platform across IT, customers, and the field, a roadmap for getting started, and best practices for rapid ROI.</p>
Lab: Workspace configuration best practices with UI Builder
<p>In this lab, you will learn the best practices for configuring Service Operations Workspace in UI Builder. You will also learn tips, tricks, and best practices for getting your agents on this configurable workspace.</p> <p><br /> </p>
Knowledge Expo Tour (French)
<p>Exploration of the Expo is one of the highlights of Knowledge<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>. There’s a lot to see, learn, and experience including Now Platform®, Now on Now<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">™</span></span>, partner and industry solution demos; the CreatorCon<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> zone; engaging customer activations; and fun Community networking activities. Join us for an insider’s tour!</p> <p>This tour will be conducted in French. Tour meets at the Expo Information Desk.</p>
Product Roadmap: Strategic Portfolio Management and Application Portfolio Management
<p>Strategic Portfolio Management (SPM) enables you to continuously align work across teams to various strategy levels, ensuring goals and outcomes are delivered with confidence. Application Portfolio Management (APM) enables you to accelerate your decision-making to reduce risk and lower costs. Join this SPM and APM product roadmap session to learn about the product vision and get your finger on the pulse of how they can transform your business.</p>
Product Roadmap: Automation Engine
<p>We will share our latest product roadmap and the state of Integration capabilities. This session details how the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> is supporting Hyperautomation for our customers and partners. Automation Engine supports all of our Workflow solutions, including any application built by you. If you want to understand how this will help you as a ServiceNow<span style="font-size: 12.0pt;">®</span> developer, then this is a must attend session for you.</p>
SNAP into success with State Farm's ServiceNow Adoption Program and Design Pods
<p>Take a walk through the State Farm Neighborhood and see how the company is accelerating the adoption of ServiceNow® throughout the enterprise! This session will review the steps that State Farm took to establish a ServiceNow Adoption Program (SNAP) and Solution Design Pods to help other parts of the organization modernize their workflows using the ServiceNow platform. This co-engineering approach has led to more intentional upskilling and increased adoption of ServiceNow throughout the organization.</p>
Ask the Experts: UI Builder
Have you started to use UI Builder to configure your Experiences? Are you interested in the best practices and asking the product team questions about UI Builder? This session will allow you to ask the UI Builder Experts questions and learn more about upcoming features!
Lab: Build the K23 Photobooth App Part 2 - UI Builder
In part 2 of this two-part lab series you will take a custom camera component and use UI Builder to build a page, wire up events to control the camera component, and return images to the page. You will then build out the UI used to take the pictures and display them on the page. Completing the first part of this two part lab series is not necessary in order to take this lab.
ITOM + ITSM: It’s all about relationships
Centers for Medicare & Medicaid Services (CMS) processes over a billion healthcare claims totaling $1.5+ trillion in payments annually through a single, integrated system, HIGLAS, which millions of people depend on. Join this session to see how GDIT implemented a full ITOM solution for HIGLAS including a fully automated NOC using alert correlation. Real-time health of business services is enabled by 51+ pattern-based service maps, component alert data, automated impact assessment and outage record management. This enabled a recent integration of CMDB with Change Management for improved risk transparency and automated incident suppression.
Latest challenge from our CCOE: How to discover GCP systems without credentials
<p>General Mills (GM) had a dilemma – managing the Cloud Platform data in our CMDB. The company needed rich data specifically for software compliance but its infrastructure team didn’t want to run traditional discovery. Using Agent Client Collector during its Google Cloud Platform POV and now they are in production. After the successful GCP rollout, GM expanded to all Data Center migrated devices and on-prem sensitive areas. What about discovering an application stack? Learn how GM partnered with ServiceNow® ITOM Visibility Product team and its Design Partner Program and how ACC works hand-in-hand with discovery.</p>
Citizen Developer 201 - Leverage AEMC to scale citizen development
<p>Using App Engine Management Center, you can manage all aspects of low-code app dev, from app intake, and collaboration and deployment tasks, to pipeline monitoring. Platform admins can non-intrusively set guardrails, apply standards, and check for compliance, all in one place. This administrative solution can be tailored to your business, allowing you to scale your low-code app dev practice with efficiency and confidence.</p>
Product Roadmap: Operational Technology Management (OTM)
<p>When the production line, the gas distribution line, or the shipping line is offline, business screeches to a halt. These previously standalone systems are going digital to connect to enterprise and third-party services. How can IT, security, and operational leaders apply IT best practices to very different OT assets and processes? Join this session to learn how ServiceNow® can help you:</p> <ul> <li>Know which devices and systems are connected, and what they automate or control</li> <li>Secure and maintain ICS and Industrial IoT (IIoT) devices</li> <li>Improve coordination between IT and OT for incident and change management</li> </ul>
Amgen’s digital transformation journey and how it sets them up for success
<p>Amgen, a global pharmaceutical company, was challenged with customizations and a fragmented, ineffective data model. Their challenges grew larger with scalability, cost and value. In this session, Amgen will discuss how it leveraged the power of the Common Services Data Model (CSDM) along with ITSM, ITAM, APM and HRSD, to deliver enhanced automation with actionable insights, and provide improved decision making and planning. Amgen will share progress in their multi-year plan on adopting new capabilities that will lead them into the next phase of digital modernization.</p>
Ask the Experts: How to process events from other apps in your ecosystem
In this session, I would demo live how customers can trigger flows based on an event happening on other apps like Jira and Github in their ecosystem, and then answer questions related to event triggers.
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>
How Dell Technologies efficiently uses Agent Chat and AWA skill-based routing
<p>Dell Technologies' IT and HR departments recently deployed Agent Chat and utilized Advanced Work Assignment (AWA) with skill-based routing to ensure chats are assigned to the most capable chat agent. This session will include a demo of how using Agent Chat in the agent workspace allows chat agents to more easily view profile and request information about the employee which allows them to work chats more quickly. Learn how Dell configured skills-based routing and the "push" model of AWA to facilitate chats being distributed in a fair and equal manner to the most qualified chat agent.</p>
Lab: UX: Building better workflows by understanding your users
<p style=""><span style="font-size: medium;"><span style=""><span style="color: rgb(0,0,0);">In any project, it is important to gain an understanding of the users' expectations, experiences and needs to deliver a positive outcome. In this lab session learn how to gain knowledge about your users and synthesize learnings into meaningful insights that inform project decisions. *Note: please bring your laptops to this session.</span></span></span></p>
Operations: How NG leveraged ITOM Pro & HLA to achieve stunning results
Join this session to hear the National Grid journey of implementing ITOM Predictive AIOps. With the help of Sapphire Systems, National Grid have successfully achieved detection of critical service outages before they occur. Learn about the challenges faced during the implementation, and the benefits of using machine learning in ITOM. The presentation will provide an in-depth overview of the technologies and processes used by National Grid and how they can be applied to other organizations. Join us to discover how National Grid revolutionized their operations and how you can too.
Panel: Expert to visionary: How ServiceNow certifications transformed careers
<p>This panel discussion will cover the key benefits of achieving CTA and CMA certification, how these certifications have contributed to career advancement, and how to leverage skills to become leaders in the ServiceNow® community. Attendees will have the opportunity to learn from the experiences of these experts and gain insights into the benefits of pursuing these prestigious certifications. Attendees will have a deeper understanding of the value of CTA and CMA certification, and the opportunities these certifications can bring to their careers.</p>
How ServiceNow Impact helps customers take control of platform health
<p>Are you proactively managing your platform health? Learn how Instance Observer, part of ServiceNow® Impact, empowers ServiceNow customers to take control of platform health with proactive monitoring and alerts—and on-demand access to instance performance metrics.</p>
Product Roadmap: Automation Engine vision and strategy
Macro-pressures are demanding hyperautomation with more connected teams, faster cycle times, and operational cost saving. Hyperautomation can delight customers, partners, and employees with smarter, more connected experiences that differentiate your business. Automation Engine is an in-platform integration and RPA solution that empowers users of all skill levels to quickly and cost-effectively connect or automate any system, document, or task with minimal code. Join this session to understand how to leverage this solution to achieve your hyperautomation goals with a single platform.
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>
Lab: Teaching ServiceNow to read documents!
With the addition of Document Intelligence to the capabilities list of ServiceNow® we now have a smart and easy way to read data from unstructured formats like PDF. This lab will teach you how to set up all the required elements and start training on real documents. You will experience how quickly the Machine Learning Engine will be able to pick up the needed elements and allow your processes to run without any human interaction - from document retrieval to content extraction and pushing the extracted data to an upstream system.
Lab: Digitize Dispute Management
<pre> <span style="font-family: Arial , Helvetica , sans-serif;">Join banking experts from ServiceNow</span><span style="font-size: 12.0pt;">®</span><span style="font-family: Arial , Helvetica , sans-serif;"> to uncover how to automate and streamline dispute management, encompassing topics banks face every day including unauthorized transactions, incorrect billing, processing errors, and disputes evolving into potential fraudulent activity. Our banking team will showcase how digitizing everyday work can drive tremendous value for your business. </span> </pre> <p> </p>
Lab: Digitizing Insurance Claims
<p>Join insurance experts from ServiceNow<span style="font-size: 12.0pt;">®</span> as they cover the process of expediting claims from FNOL through settlement with seamless end-to-end automation. In this active, hands-on lab, participants will learn how case types, roles, and playbooks are optimized for specific scenarios and personas, and utilize insurance data model to create convenient and unique claims experiences.</p>
Slow and steady wins: How Navy Federal Credit Union built a risk program to last
Rome wasn’t built in a day, and neither was any successful risk management program. That’s what we learned at Navy Federal Credit Union. Don’t bite off more than you can chew — instead, portion out your journey by creating a roadmap. Join this session to learn how we developed a phased approach to risk management and set proper expectations, and as a result got the most out of ServiceNow® and created lasting change in our organization.
Dismantling silos for agile decision making
This Think Big session will explore how executives can make agile decisions with real time data. Learn how the concept of 'Kaizen' can be used to help leaders wade through connecting siloed systems to create transformational change.
How the Swedish Public Employment Service increases efficiency with regulatory compliance
<p>This dual customer session will share the different ways that The City of Copenhagen and the <span style="font-size: 12.0pt;">Swedish Public Employment Service </span> is using automation to serve. Hear how the City of Copenhagen streamlines and automates their workflow processes, increasing efficiencies, and enabling employees to focus on higher value customer and employee interactions. In addition, learn how the <span style="font-size: 12.0pt;">Swedish Public Employment Service </span> includes compliance in their automation by building guardrails in their innovation to enforce legal controls in real-time, counteract incorrect payments and save time automating manual tasks.</p>
Disrupting the technology industry account onboarding process
<p>Customer Onboarding is a high-value stage in the as-a-service business and operating model, thus the importance of ensuring it’s a smooth and uncomplicated process for both enterprise customers and internal teams. In this session, learn how Cisco Managed Services developed an innovative onboarding process that guides their internal teams from the technical account setup to value realization. And how this invaluable input, along with that from other ServiceNow® customers, has contributed to the vision and execution of brand-new onboarding capabilities in the technology industry products.</p>
Product Roadmap: Technology industry
<p>To deliver on the promise of XaaS, technology providers need to digitize end-to-end processes and harness the power of their ecosystem. Rapid customer onboarding, providing proactive and connected experiences, and keeping the business agile and scalable, are all critical to growth and profitability. Attend this session to learn how ServiceNow®’s purpose-built portfolio for the technology industry is redefining digital experiences and ecosystems to tap into the full potential of everything-as-a-service.</p>
Lab: Adventures in app development patterns
<p>Let's talk about building apps on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> using design patterns that make your apps more maintainable and testable. If you're new to the Now Platform, it can be a bit overwhelming. But don't worry, we'll take it step by step and break it down for you using design patterns and show you how to accelerate delivery of an MVP business solution.</p>
CoffeeFlows challenge
<p>CoffeeBot’s coffee maker is broken and he needs your help to fix it! Join a team and solve Flow Designer challenges in this escape room-style competition. See if your team can be the fastest of all and get an exclusive coffee mug. You don’t need to create a team ahead of time to play, just show up and we’ll help form teams as you’re seated.</p>
CoffeeFlows challenge
<p>CoffeeBot’s coffee maker is broken and he needs your help to fix it! Join a team and solve Flow Designer challenges in this escape room-style competition. See if your team can be the fastest of all and get an exclusive coffee mug. You don’t need to create a team ahead of time to play, just show up and we’ll help form teams as you’re seated.</p>
CoffeeFlows challenge
<p>CoffeeBot’s coffee maker is broken and he needs your help to fix it! Join a team and solve Flow Designer challenges in this escape room-style competition. See if your team can be the fastest of all and get an exclusive coffee mug. You don’t need to create a team ahead of time to play, just show up and we’ll help form teams as you’re seated.</p>
Roundtable: Changing the game with Manchester United
Denis Irwin, a legendary player from Manchester United is joining us! The Club, regarded as one of the greatest football teams and most valuable sports franchises globally, has historically faced the challenge of innovating to stay relevant. This introspective roundtable will focus on the importance of innovation, agility, versatility, and consistency allowing the team to stay relevant for their 1.1B+ fans during rapidly changing times. Discussions will focus on how we are collectively innovating on the ServiceNow® platform to address current economic challenges and industry disruption.
Product Roadmap: Asset Management and what's planned for the future
Asset management is at the heart of today’s most critical C-level concerns, playing a key role in delivering outstanding service delivery, cost-savings opportunities, risk mitigation, and alignment with strategic business goals. In this session, learn what’s new in all areas of Asset Management. Discover the latest capabilities and advances in the user experience, optimized workflows, and additional better-together scenarios that will help you improve your strategic position in your company and showcase value to your leadership team. Plus get a sneak peek into what's coming next.
Lab:Discover how OT Management provides visibility to your industrial enterprise
<p>Learn how Operational Technology Management can provide a process-aware view of your OT asset enterprise. In this lab, you will learn how easy it is to manage OT assets, equipment models, and visualise their relationships by providing a foundation for OT Service Management and OT Vulnerability Response.</p>
Knowledge Expo Tour (Spanish)
<p>Exploration of the Expo is one of the highlights of Knowledge<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>. There’s a lot to see, learn, and experience including Now Platform®, Now on Now<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">™</span></span>, partner and industry solution demos; the CreatorCon<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> zone; engaging customer activations; and fun Community networking activities. Join us for an insider’s tour!</p> <p>This tour will be conducted in Spanish. Tour meets at the Expo Information Desk.</p>
Creating Digital Operations with RPA and API Integration
<p>Hancock Whitney has been on its ServiceNow® journey since 2009. While initially focused on IT management (ITSM), since 2017 a specialized team has been creating solutions for internal lines of business to support more effective and efficient execution. This journey includes development of specialized Scoped Apps with API integration, RPA, and recently FSO. The focus of the team is to extend digital operations and create straight through processing (STP), where possible, with iterative development of solutions in coordination with existing "front-office" platforms.</p>
Ask the Experts: Need a new integration? Ask how you can connect to anything
<p>Did you ever want to connect a third party system to ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> and find that the Integration Hub spoke you wanted wasn't available? Now you can build complete a new spoke using the no-code Spoke Builder. Start with an OpenAPI spec and build your IH Spoke with just a few clicks.</p>
How HSBC is using ServiceNow Impact to scale its use of the Now Platform
<p>One of the world’s largest banks, HSBC operates in over 63 countries to serve its 40 million customers. As part of its global service management transformation, HSBC needed to rapidly scale and industrialize its processes to run, maintain, and build on the Now Platform<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span>. Join this session to hear how HSBC has used ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">®</span></span> Impact to help establish a strong governance model and team—and given its leadership the ability track and measure the value of their ServiceNow investment.</p>
Scalability, flexibility, resilience in a multi-production instance environment
Siemens Healthineers are overcoming complex challenges stemming from a historically grown implementation through a new multi-production instance strategy. Join this session to explore a revolutionary approach to scaling up an already complex ServiceNow® environment, maximizing flexibility for large distributed implementation teams and concurrently building resilience to sustain regulatory compliance in a highly regulated industry. Executing on this strategy we have reduced our digital services time to market from months to days. Find out how and more during our session.
Large language models, ChatGPT and ServiceNow
Large language models have been praised for their remarkable ability to generate human-like text. But they also have limitations, such as lack of common sense and a tendency to perpetuate biases in training data. Despite these limitations, large language models have significant potential and are being used in various applications, including chatbots, virtual assistants, and content creation. Join this session for an in-depth look at large language models and ChatGPT, their role in the future of ServiceNow®, and their application in automating tasks, improving customer experience, and driving efficiency.
NTT Comware leads service management transformation for NTT Group
<p>NTT Comware leads the digital / business transformation for the entire NTT Group for its operation process standardization, cost reduction, and customer satisfaction enhancement. Deploying CSM, ITSM, and FSM, progressing to establish an integrated service management platform for end-to-end streamlining from customer inquiry to the front-end maintenance service. After one year from the service release, now it's used by NTT Docomo and other major group companies to cover a broad area of Japan, and NTT Comware plans to upgrade the group's IT management to the next generation by ITOM.</p>
ITOM Accelerator: QBE Group Services navigation to success
QBE Group Services embarked on a CMDB journey: From 200k to over 5m CIs Inspire, connect, collaborate. The company transitioned from manual mapping to auto mapping. Attend this session to hear the challenges, and the lessons learned from QBE Group Services journey.
How State of Montana is improving governance with ServiceNow Impact
<p>Learn how the State of Montana used ServiceNow® Impact to design a governance structure for their ServiceNow instance. With 28 agencies, eight ServiceNow products, five partners, and over 100 citizen developers, the State needed to ensure they used leading practices to drive success. With ServiceNow Impact, the State operationalized a governance structure that included continuous feedback loops—helping maintain best practices and accelerate value.</p>
From How to Wow! Wells Fargo on cutting-edge Vendor Risk Management
Transforming a third-party risk program at a bank is no easy task. By leveraging ServiceNow®'s Vendor Risk Management with strategy, professional support, and a career-long desire to stop questionnaire fatigue, banks can harmonize questionnaires and threat intelligence to reduce risk across their third-party ecosystem. Join Brenda Ferraro, Head of Technology Third Party Governance at Wells Fargo, and 2022 CIOLook Top 10 Most Influential Leaders in Cybersecurity, to learn how she is leveraging cutting-edge, real-time technology to better realize risk, reduce cost, and increase assessment volume.
