Knowledge 2023
727 sessions
3 defining fundamentals to kick-start your citizen development journey
Do you have a backlog of low-code apps but no one to build them? Have you started a small citizen development program but don't know how to grow? Come learn how citizen developers can boost productivity and lower cycle time across your enterprise. Nationale Nederlande (NN) Group experts will share how they empower citizen developers to create value with ServiceNow®'s low-code platform. The session will review how to ensure proper governance, how to start small and grow a program, and the importance of hosting hackathons to drive innovation. NN Group's experts will close with a demo—from intake to building an app, fast!
3 ways ServiceNow Contact Center delivers immediate ROI
Now more than ever, organizations are required to balance their customer experience improvement goals with the reality of tighter budgets. Join us as we explore how you can do more with less, quickly boost agent efficiency, optimize operational workflows, and improve analytical insights in any contact center environment with ServiceNow®.
3 ways to create and leverage ServiceNow Voicebots
Customer expectations for quality service have never been higher, especially when calling an organization. But does every call require interacting with a live agent? Can common call requests be self-serviced without impacting the customer experience while freeing up agents to handle more complex or time sensitive inquiries? Join this session to learn the various options available with ServiceNow® to create and deploy time saving and cost-efficient voicebots and workflows.
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>
5 things I wish I knew before using custom Actions in Flow Designer
<p>Join this session to discover several ways you can add business logic to turn a system of record into an automated process without writing a single line of code in Flow Designer/Action Designer. How action designer helps create reusable code for similar scenarios. Also, this session will review the benefits, tips, and tricks while using custom Actions. A demo of a Youtube-LinkedIn Integration App built using custom Actions in Flow Designer will be shown.</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>
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.
A GRC modernization & transformation journey
<p style=""><span style="font-size: 11.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="color: rgb(0,0,0);"><span style="background-color: yellow;">Thinking about migrating from your legacy governance, risk, and compliance (GRC) technology to ServiceNow®? KPMG shares perspectives of what has worked with clients as they re-evaluate their approach to GRC during a large technology migration – leveraging the transformation to dial-up performance by increasing productivity, reducing cost, improving user adoption, and driving risk reduction at scale. This session will showcase strategies to build organizational alignment in a GRC program when adopting ServiceNow as your next-generation GRC platform to maximize the value to the business.</span></span></span></span></p> <p><br /> </p>
A hyperautomation journey to simplify the mission with low code app dev and RPA
Modern business and government demand more process automation and less complexity. In this session, hear a compelling real-world example from the Department of Agriculture of their journey with Hyperautomation. Learn how they replaced seven of outdated systems with a low-code app built with ServiceNow®’s App Engine and automates processing with their legacy T&E System with RPA bots built with ServiceNow’s Automation Engine. This session includes an overview of how the agency consolidated eliminated a legacy technology footprint leveraging ServiceNow’s Creator Workflows portfolio.
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>
Accelerate change management on applications using AWS and ServiceNow
<p>Enterprises need a auditable history of changes made to their application configuration and infrastructure in AWS. Learn how customers can leverage AWS Service Management Connector, AWS Systems Manager Change Manager and ServiceNow® Change Management framework to track, to approve and implement operational changes.
Accenture's approach to a modernized, centralized, integrated ITAM solution
<p>In this session, Accenture’s ITAM experts will discuss how Accenture transformed from decentralized asset management to a global integrated ITAM solution managing hardware, software and workplace assets totaling over 4.1 million assets. Attendees will get insights as to how Accenture utilized ServiceNow® along with its own industry leaders to achieve over 15% in cost savings to achieve a self-funding transformation that returns long-term operational value.</p>
AccessFlow IGA: Maximize the value of IGA on ServiceNow
Imagine a world where Identity Governance and Administration (IGA) is transformed - where end-to-end automation and improved compliance are the norms. This world is within reach with AccessFlow IGA, a SOC-certified, cloud-based Access Management & Identity Governance solution built on the ServiceNow® platform. It offers streamlined access management, proactive risk management, and complete visibility, all while leveraging the performance, security, GRC, and user-friendly interface of ServiceNow®. Join this session to hear how AccessFlow IGA can skyrocket your organization’s IAM approach.
Achieve hyperautomation for mobile device lifecycle management
<p>Managing mobile devices throughout their lifecycle, from deployment through end-of-life, brings challenges to any enterprise. Organizations deal with multiple EMM, enrollment, procurement/fulfillment and mobile carrier platforms, and constant swivel-chairing between systems that manage logistics and the manual tasks required. Zero Touch Mobility for ServiceNow® integrates the majority of siloed systems and hyperautomates mobile device workflows from cradle to grave. Join this session to learn how to streamline your mobility management regardless of OEM or OS.</p>
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>
Achieving safety excellence across your varied workforce
Discover how ServiceNow Health and Safety helps organizations invest in their safety culture by prioritizing employee health and workplace safety.
ACL's counter part: The new friend AKA Data Filtration
<p>Data filtration uses a deny-based model to control access to records where as ACL is an allow-based model. Confused? Don't worry we are here to help. Join this hands-on lab-based session to learn about one of the most fascinating features of the Tokyo Release, i.e. Data Filtration. This session will give you basic understanding about data filtration and how it gels with ACLs including: - Adding another arrow in your platform security arsenal - Taking the first step of achieving data separation without having a domain-separated instance - When to use data filtration and when to use ACLs.</p>
Adopt CSDM: Journey for innovation with any-ops
Developing and managing effective service portfolios is foundational to driving innovation. As organizations build their service and operational strategies (e.g., Traditional IT, ProductOps, Agile/DevOps, AIOps, or NoOps), having a mature and thriving service portfolio is critical to success. This session will address moving from “theory to practice” by building the foundation and extending it using various design ideas that foster a culture of innovation and support an organization’s strategy. Join this session to learn how CSDM can drive innovation and help navigate your ‘any-ops’ journey.
AI empowered customer service: The roadmap…the pitfalls
<p>Artificial intelligence (AI) is radically redefining the way companies deliver customer support to internal and external customers. Whether it is resolving IT issues previously handled through email and phone call by a Service Desk or delivering 24/7 online support for consumers across various industries, chatbots and other AI enabled technology are emerging as the preferred channels for customer support. Attend this session to learn present, leading practices and examples of how ServiceNow® Virtual Agent has been leveraged to deliver an optimal customer support and service experience.</p>
AI research trends that matter
<p>In this session presented by ServiceNow<span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">® </span></span>Research, we will dig into the biggest trends in current AI research that you should know and understand, including: Foundation Models, Generative Interactive Models (such as ChatGPT and GitHub CoPilot), the growth in Compute, and how this research is going to change the way we have to think about how the world works. We will also cover the related state-of-the-art research pioneered by ServiceNow Research.</p>
All grown up: A tale of rapid maturity with ServiceNow GRC
<p>Modivcare manages the lives of 34 million people, resulting in constant scrutiny when it comes to protecting patient information. The manual processes once used to manage risks and compliance became a potential liability. Standing at ground level, Modivcare chose ServiceNow®’s Governance, Risk, & Compliance (GRC) product to rapidly ascend the maturity curve. In a matter of months, Modivcare went from less than 10% Risk maturity to monitoring 400+ risks, managing 550% more controls, and managing 100% of policy, procedures, standards, and exceptions in ServiceNow. Learn how to fast-track your GRC goals.</p>
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>
An integrated risk management journey at Verizon
Managing risk & compliance activities across several stakeholder groups—risk, compliance, privacy, ESG controls, etc.—is a real challenge, especially when using legacy technology. Verizon needed a solution that could withstand a changing regulatory landscape & emerging risks. ServiceNow® IRM and KPMG helped digitize, centrally manage, and report on risk & compliance activities. The proactive risk management and near real-time reporting are helping to build stakeholder trust. Come hear how we aligned priorities of 20+ constituent groups, lessons learned & successes to-date.
Aon saves thousands of business hours annually with integration and automation
Aon sells various risk-mitigation products, including Commercial Risk, Investment, Wealth and Health solutions for multinational companies. The company updated nearly 45,000 insurance policies each year manually. This process can be time-consuming and prone to human error. Join this session to learn how by integrating ServiceNow® with XPress and using automated REST APIs, Aon has reduced the amount of manual intervention required. This has saved Aon thousands of business hours annually and eliminated the potential for errors.
App Engine journey at Milwaukee Tool
Milwaukee Tool is an industry leader in developing innovative solutions that deliver increased productivity and unmatched durability for professional construction users. In 2019 they started their ServiceNow® journey and have turned their progressive problem-solving techniques towards their legacy technology strategies. Attend this session to learn how demand is pushing them to use ServiceNow® Creator Workflows for everything from Finance to Distribution to Manufacturing.
Ask the Experts: Admin Center
<p>This session is for all admins of ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> platform to come learn about upcoming features and as the experts!</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>
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>
Ask the Experts: Best practices for implementing NLU in your Virtual Agent
<p>Join this ask the experts session to learn best practices on how to get started with NLU in Virtual Agent, as well as some useful tools and resources to help you deliver engaging and natural AI-powered conversational experiences to drive self-service and automation within your organization. You will also discover the different options available for supporting multiple languages as you scale, and pros/cons with each approach. </p>
Ask the Experts: Building Automations with the all-new Automation recorder
Automation recorder is the latest offering from Automation Engine's RPA Hub. Experience the power of the recorder on how easily you can capture your steps of your daily operations. See what's new.
Ask the Experts: Building better conversational interfaces with ServiceNow
<p>Join this interactive session to learn everything you need to know about building better conversational interfaces with ServiceNow<span style="font-size: 12.0pt;">®</span>!</p>
Ask the Experts: Building RPA automations at scale
Build RPA automations at scale along with error management and understand how to automatically manage retries at ease.
Ask the Experts: Building your next automation? Let's talk how AI can help you
<p>Join this session to hear how AI can help build automations.</p>
Ask the Experts: ChatGPT for processing unstructured data in RPA
Leveraging ChatGPT for unstructured data processing and script generation in RPA.
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>
Ask the Experts: Five steps to visual happiness: Better data visual storytelling in ServiceNow
<p>Join this session to learn how to drive your users from just consuming data, to information, to meaningful insights and eventually better business decision-making and actions. This session is less about the actual tools, but more about the fundamental steps you should follow, the information to gather, and best practices you can apply to be able to do the best visual storytelling. You can apply this everywhere, but yes, we WILL show you how to apply this within our ServiceNow®<span style="font-size: 12.0pt;">®</span> platform using Next Experience's new dashboards and visualizations powered by reporting and Performance Analytics.</p>
Ask the Experts: Hands-free management of your digital workforce
In order to manage robots there is workforce deployed to increase/decrease the robots based on demand. With this new upcoming feature, the robots can automatically be increased and decreased without ANY manual intervention, keeping the workforce free to work on more higher order work.
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 build faster in App Engine Studio
Building scalable and robust applications is critical to stay ahead in today's fast-paced digital world. App Engine Studio provides a powerful way for building custom applications quickly and efficiently. In this session, learn tips and tricks to help build faster on App Engine Studio.
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>
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.
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.
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.
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>
Ask the Experts: Is low code data import too simple?
<p>Your ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> applications rely on data. Learn to import and transform data using low code in 3 simple steps. Find out about new exciting features coming in the near future for Integration Hub - Import!</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>
Ask the Experts: Learn dev best practices in a governed env with Code Checker
<p>In the upcoming Vancouver release, learn how to govern and build automations with the best practices, reducing friction of troubleshooting and fixes. This session goes under the hood to understand how RPA Hub and the Design Studio are tied together to bring the best out of developers</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>
Ask the Experts: Need to process your data in real-time -– and at high volume?
<p>Learn how you can use “Stream Connect for Apache Kafka” for high volume streaming into and out of ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span>. Leverage Integration Hub triggers to process events from 3rd party applications.</p>