Knowledge 2024
1056 sessions
'Start small and scale fast’ at the National Hockey League
<p>A deep dive into what the NHL has deployed over the last year (ITSM, FSM, Service Portal & CSM, Custom Apps, SPM, etc.) and how the company is driving digital transformation within IT, game day operations, PMO, marketing, BD/advertising, and fan engagement teams as well as all 32 NHL clubs. Additional focus on how the ServiceNow® Expert Services approach, methodologies, and expertise created a true partnership on the engagement.</p>
10 things NOT to do while designing ServiceNow data intensive apps
<p>Wondering how to architect a well-defined app in general or a data-intensive app that stores 1 M+ records? In this session, learn from an architect's mistakes and discover the most important aspects of designing apps for performance, with the following - Designs and architecture of apps for efficiency, appropriate design patterns to maintain scalability and flexibility, optimized data models for storing and processing 1M+ records, Instance Configurations, Security Considerations, User experience, and Monitoring and Analytics considerations before creating an application in <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;">ServiceNow®</span></span>.</p>
10 things you didn't know you have: SNUG Program
<p>Let’s discuss how you get value from the ServiceNow<span style="font-size: 11.0pt;"><span style="">® </span></span>platform. Every organisation is different, but you might be getting value and you don’t even know it. Hear from our experts on 10 platform features that are available no matter what licensing entitlements you have.</p>
3 Levels of advanced integration design: Custom Inbound REST
The Now Platform hosts a plethora of Inbound REST APIs, but which one is best to use for your custom integration? Join this advanced lab for a deep dive into the world of Inbound REST APIs! Learn how, why, and when to use Table API vs Import Set API, as well as more advanced components such as Scripted or Flow Triggered REST APIs. The lab will also talk about security, synchronous vs asynchronous processing, and testing leading practices!
360 Exchange: Implementation & Rollout Strategies for IT Services Management
Designed for IT leaders, administrators, and project managers alike, this immersive session will provide a comprehensive guide to successfully implementing and rolling out ServiceNow IT Service Management (ITSM) solutions within your organization. Meet your goals and overcome your challenges today! Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: Implementation & Rollout Strategies for IT Services Management
Designed for IT leaders, administrators, and project managers alike, this immersive session will provide a comprehensive guide to successfully implementing and rolling out ServiceNow IT Service Management (ITSM) solutions within your organization. Meet your goals and overcome your challenges today! Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: Boost Your ServiceNow ITSM Performance Analytics Performance
Unlock the full potential of your ServiceNow IT Service Management (ITSM) solution with advanced performance analytics. Join us for an enlightening session where we’ll delve into the intricacies of performance analytics and guide you through strategies to boost your ITSM performance like never before. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: Build a platform roadmap that aligns with your business goals
Looking to strategize roadmap and prepare for future implementations? Join ServiceNow experts and fellow peers in an engaging discussion on optimizing your platform architecture, expanding your product portfolio with data integration in mind, and effectively aligning your business objectives with the capabilities of ServiceNow. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: Care of your Platform - governance and the right operating model
Establishing robust governance and an effective operating model is paramount to ensure the long-term success and sustainability of your ServiceNow platform. Join us for a deep dive into the essentials of ServiceNow platform governance and crafting the right operating model for your organization’s unique needs. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: Choose Your Own Success Path: Navigating Implementation Models
<p>Embarking on a ServiceNow implementation journey is a pivotal decision for organizations seeking to modernize their IT service management, drive operational efficiency, and enhance user experience. Choosing the right path can be a daunting task. Join us to explore and dissect the nuances of different implementation models. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.</p>
360 Exchange: Deep Dive into ServiceNow Impact: Optimizing Your Investment
For ServiceNow Impact users or interested individuals, this roundtable provides a collaborative platform to deepen understanding of ServiceNow impact and strategies for optimizing investment. Join us to uncover actionable insights driving organizational efficiency, innovation, and success. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: Discover and implement the combined power of ITSM and ITOM
Integrating ITSM and ITOM allows leaders to prioritize operational efficiency while delivering top-notch service to employees. ITOM helps keep your business running smoothly while ITSM helps keep your employees happy with timely and excellent IT service. Join this session to learn more than just the "why" and uncover the "how". Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: Enhance cyber resilience and seamlessly implement Security Ops
Experienced presenters offer deep insights into ServiceNow’s Security Operations, covering incident response, threat intelligence, vulnerability management, and more. Learn best practices through practical demos and real-world examples for seamless implementation within your organization. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: Fast track your deployment of Employee Center
Join us for a collaborative journey toward enhancing self-service and engaging employees in your organization. ServiceNow experts will guide the session, offering leading practices as peers share challenges, discuss scaling ideas, and exchange success stories to collectively achieve implementation goals. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: Fast track your deployment of Employee Center
Join us for a collaborative journey toward enhancing self-service and engaging employees in your organization. ServiceNow experts will guide the session, offering leading practices as peers share challenges, discuss scaling ideas, and exchange success stories to collectively achieve implementation goals. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: Getting Started with Now Assist, GenAI Experiences
Discover Now Assist, ServiceNow’s generative AI, designed to enhance user productivity and efficiency through conversation and proactive experiences. Alongside your peers, expert presenters will guide you through the myriad possibilities of these innovative features, demonstrating how they can empower your organization today. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: Getting Started with Now Assist, GenAI Experiences
Discover Now Assist, ServiceNow’s generative AI, designed to enhance user productivity and efficiency through conversation and proactive experiences. Alongside your peers, expert presenters will guide you through the myriad possibilities of these innovative features, demonstrating how they can empower your organization today. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: Hands-On Now Platform Application Development
Join us for an immersive experience where we’ll guide you through the fundamentals of building applications on the Now Platform. Whether you’re a seasoned developer or just starting out, this session is designed to equip you with the knowledge and practical skills needed to kickstart your ServiceNow development journey. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: High five strategies for smoother upgrades
Embarking on a ServiceNow upgrade journey can be daunting, but it doesn’t have to be. Join us for an insightful discussion where we’ll share five high-impact strategies to streamline your ServiceNow upgrades and ensure a smooth transition to the latest version. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: HOW TO Service Operations Workspace for modern change management
Learn how to harness the power of Service Operations Workspace to modernize change management practices, improve agility, and deliver better business outcomes. Whether you’re an IT leader, change manager, or ServiceNow admin, this session offers invaluable insights for a smooth implementation. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: HOW TO Service Operations Workspace for modern change management
Learn how to harness the power of Service Operations Workspace to modernize change management practices, improve agility, and deliver better business outcomes. Whether you’re an IT leader, change manager, or ServiceNow admin, this session offers invaluable insights for a smooth implementation. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: Implementation & rollout strategies for Customer Service Management
<p>Ready to embark on a transformative journey to enhance your customer service capabilities with ServiceNow®? Join us for an insightful discussion on implementation and rollout strategies, gaining invaluable insights into successfully deploying Customer Service Management (CSM) solutions within your organization. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.</p>
360 Exchange: Implementation & Rollout Strategies for IT Operations Management
Our experienced presenters will share proven strategies and best practices from years of hands-on experience with ITOM implementation. From initial planning and stakeholder engagement to configuration, testing, and deployment, you’ll learn how to navigate each phase of the implementation lifecycle with confidence and precision. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: Implementing hardware and software asset management
<p>Through real-world examples and practical demonstrations, discover how to successfully implement and roll out strategies for HAM and SAM. Learn practical experience derived from numerous implementations over the years. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow® experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.</p>
360 Exchange: Master CSDM and CMDB for better decision-making
<p>Join our discussion on leveraging the Common Services Data Model (CSDM) and Configuration Management Database (CMDB) for informed decision-making on the Now Platform. Explore strategies for successful CMDB implementation, including establishing a strong foundation, tailoring CSDM, and maximizing benefits through adoption. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.</p>
360 Exchange: Mastering GRC: Strategies for Successful Deployment and Adoption
Dive into the realm of Governance, Risk, and Compliance implementation and roll out strategies with this informative session. This discussion provides a platform for getting your questions answered, an outlet to discuss challenges, and a venue to hear success stories from other organizations. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: Securing your instance in the new age of AI
Join us for an illuminating session where we’ll explore the intersection of AI and security within the ServiceNow ecosystem. By connecting with ServiceNow experts and your peers, you will gain practical insights to help you fortify your instance against emerging risks. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: Securing your instance in the new age of AI
As the adoption of AI continues to grow, organizations are tasked with securing their ServiceNow instances against evolving threats in this new digital landscape. Explore the intersection of AI and security within the ServiceNow ecosystem and receive practical insights to help you fortify your instance against emerging risks. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: The ABCs of Awesome Employee Experiences
Get a leg up on elevating your employee engagement and productivity. Explore the diverse capabilities and proven strategies that customers leverage to implement and deliver cutting-edge employee experiences. Engage in a facilitated discussion to address implementation challenges and discover effective solutions. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: Tips & Tricks for seamless deployment of SPM and APM
Prepare to elevate your organization's performance with ServiceNow! Join us for an enlightening discussion unveiling expert tips and tricks to ensure a seamless deployment of Strategic Portfolio Management (SPM) and Application Portfolio Management (APM) solutions. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: Wait, Wait, Don't Breach Me! Tune up security with ServiceNow Vault
In today’s digital landscape, protecting sensitive data and securing your ServiceNow instances are paramount concerns for organizations of all sizes. Join us for an insightful discussion as we explore how ServiceNow Vault can fortify your security posture and safeguard your instance against potential threats and vulnerabilities. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: Welcome to ServiceNow: Get started on the right track
Are you a new ServiceNow customer? Then this one’s for you! Join us for an engaging roundtable discussion where we’ll explore the essentials of getting started with ServiceNow. Get practical insights and best practices to facilitate a seamless transition and maximize the value of your ServiceNow investment. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange:Maximizing Gen AI Power Virtual Agent, Employee Center & Now Assist
Are you ready to take your ServiceNow experience to the next level? Join us to dive deep into the advanced capabilities of Virtual Agent, Employee Center, and Now Assist (powered by Gen AI). Whether you’re an IT professional, business leader, or developer, this session is your roadmap to implementation success. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
99% faster service desk fulfilment: Resideo’s journey to EX success with GenAI
<p>Wondering where to start with deploying Generative AI across your platform? This is the session for you! Hear how Resideo has leveraged ServiceNow® to eliminate phone lines from the service desk through automation and self-service, supercharged by Gen AI. This session cover the journey from getting internal buy-in, the framework to project deployment, and how to keep employee experiences at the heart of your system. The outcome? Greater end-user satisfaction, and impressive reductions in fulfilment time, including 99% for BYOD requests and 95% for File Share Requests.</p>
=>, template literals, let, &=, |=, ?., **=. JavaScript ECMAScript 2021 and you!
<p>Did you learn JavaScript on the ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> platform like so many of us did? Well, your JavaScript is about 14 years out-of-date. ServiceNow scoped apps now default to ECMAScript 2021 and you have a lot of catching up to do. Join this session for a crash course of what is now available to you (and what still is not). And yes, this session's title is filled with actual new JavaScript syntax.</p>
A $100m digitization-simplifying colleague experience across business services
The London Stock Exchange Group (LSEG) is in a period of immense change, with M&A activity and a transformational business model shift underway. Join this session to learn how the company is driving the digital transformation of enterprise services and the "One Service Desk" strategy, and the evolution of LSEG's Enterprise Service Management Centre of Excellence & Innovation that's delivering big savings and productivity gains back to the enterprise at a time when it's needed most.
A blueprint for HRSD success: Empowering up to 80,000 civil servants for success
<p>Want to leverage Gen AI tomorrow, and automate onboarding process… yesterday? Don’t miss this session! Join this session learn how FASFC, Belgium’s national authority on food safety, has leveraged our HR blueprint for a successful HRSD foundation to prepare them for transformation-as-usual. Learn how the company have paved the way for delivering great experiences which could benefit up to 80,000 civil servants, from complex integrations to knowing when to say “no”. The results? Intuitive user journeys that drive high adoption and satisfaction.</p>
A change of mindset through ServiceNow
<p>TelevisaUnivision is the foremost Spanish-language media giant, renowned for its vast library of content and prolific production capabilities. It leads in original Spanish content creation across news, sports, and entertainment, showcased on its prominent broadcast networks like Univision and Las Estrellas, along with a plethora of cable networks. Additionally, it operates significant assets including Videocine, a Mexican movie studio, and Uforia, a major Spanish-language audio platform in the U.S. With the ownership of ViX, the largest Spanish-language streaming platform globally, TelevisaUnivision further solidifies its dominance. Despite encountering operational and technological hurdles during a merger process, the company implemented solutions to ensure seamless integration, facilitating effective monitoring of the value chain with real-time, comprehensive data collection across all stages.</p>
A conversation about AI governance
<p>As AI continues to advance and reshape the landscape of work, it’s imperative to establish robust governance practices <strong>around risk, security, and the AI technology to support it</strong> <strong>to ensure AI is driving value.</strong> Effective governance must address the critical aspects of responsible AI implementation, including the development of secure and efficient systems, protection of data privacy, provision of notice and explanation, and consideration of human alternatives. Join this Think Big panel of leaders to learn what to consider about AI governance.</p>
A peek behind the curtain, how ServiceNow builds new Apps
<p>NowX is the ServiceNow<span style="font-size: 12.0pt;"><span style="">®</span></span> internal incubator that kickstarts new apps and has brought you apps such as process mining, supply chain, health and safety, accounts payable, and more. We take new apps from an Idea to a launched product before it "graduates" to a permanent home. Want to know the process we go through? From an Idea to research, design, and development I will walk you through how NowX does it using (mostly) the same tools that you have access to as well.</p>
A practical guide to cloning
Data preservers, exclude tables, clone profiles, dev work oh my! Cloning instances is an important step for effective development and testing. This is an in-depth, hands-on session on how to clone. We will walk through step-by-step cloning tips and tricks, setting up and using Preservers and Excluders, and backing up and restoring in-flight development work. We will explore the new Clone Admin Console and how the newly released features make cloning easier.
A prescription to innovative success: Vertex's journey to a novel unified portal
In Sept. 2023, Vertex introduced the newest evolution of My Vertex – expanded beyond HR, payroll & stock to become a centralized location for all service needs and support. In listening sessions, employees shared accessing information and services had become increasingly fragmented and frustrating. As the company scaled for the future, it needed a solution that created a unified, simplified experience, eliminated complexity, bridged gaps across teams and streamlined access to services. My Vertex, a personalized portal with 3M views in four years and a 90% positive feedback rating, became the solution.
Academic Partnerships: Ivy Tech: Creating the Job Ready Workforce of the Future!
<p>Looking for job-ready, early in career talent? Learn how Ivy Tech prepares its students to land successful IT Help Desk Careers across multiple campuses in partnership with ServiceNow. The blend of Ivy Tech’s academic curriculum and ServiceNow’s hands-on professional courseware that incorporates practical application labs and industry certification creates students with the knowledge and skills employers require. Learn how this innovative course was designed, lessons learned, and how to replicate at your institution and create your own talent pipeline!.</p>
Accelerate a cloud journey with Amazon Web Services (AWS) and ServiceNow
Amazon Web Services (AWS) and ServiceNow® are working together to make it easier for businesses to accelerate their cloud journey. ServiceNow solutions on AWS help customers implement hybrid environments— supporting call centers, scaling collaboration, and implementing AI solutions - to build a solid foundation for enterprises of the future. In this session, get an overview of the AWS and ServiceNow partnership and the joint solutions available to facilitate cloud technology implementations.
Accelerate business outcomes with ServiceNow Impact
Join this hands-on workshop to discover how ServiceNow® Impact can help accelerate business outcomes, platform adoption, and the value realized from ServiceNow investments. Join this session to work with value acceleration experts and peers to build an end-to-end process to implement effective value realization.
Accelerate case resolution and agent productivity with Now Assist for HRSD
<p>Discover the overall architecture of Now Assist for HRSD, required plug-ins, how to configure experiences, and use capabilities Activate Now Assist features for the Human Resources Service Delivery application in order to enable Generative AI capabilities like case summarization, case resolution notes, and virtual agent handoff summaries.</p>
Accelerate cloud transformation: Innovate in the face of rising costs
In this demo-based session, see how ServiceNow® is helping companies enhance operational efficiency, improve service delivery, and achieve a faster and a more successful transition to the cloud. The ServiceNow platform helps plan, scale, and operate in the cloud in better and safer ways. Featuring Now Assist for ITOM, Enterprise Architecture Workspace, Strategic Planning Workspace, Cloud Cost Simulator, Cloud Services Catalog, Service Operations Workspace, Cloud Visibility and Observability, Vulnerability Management, & Cloud Cost Management.
Accelerate insights to action with Now Assist and Task Mining
Shortcut time to insights-to-action with NowAssist + Task Mining. Join NowX, ServiceNow's incubation engine, for a look at how ServiceNow's upcoming Task Mining solution plans to leverage AI to make deep task analysis accessible to all and turn complex data analysis into a conversation.
Accelerate revenue and lower costs with Sales and Order Management for Telecom
<p>Telcos today deal with complex product portfolios, rapidly evolving market conditions, and a growing customer demand for innovative offerings making sales and order management challenging. Siloed systems and inadequate solutions for managing orders impede agility, drive up costs, stifle growth, and ultimately create poor customer experiences. Hear from leading Telcos how they are creating one continuous value stream by managing the entire opportunity-to-renewal lifecycle with ServiceNow—helping them boost revenue, improve customer satisfaction, and increase productivity. </p>
Accelerate user validation through rapid application prototyping
<p>Figma facilitates collaboration among <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;"><span style="">ServiceNow®</span></span></span></span> product teams, aiding in concept development, user validation, and time-to-value acceleration. The presentation highlights how design libraries enhance efficiency and quality when implementing <span style="font-size: 12.0pt;"><span style="font-family: Calibri , sans-serif;"><span style="font-size: 11.0pt;"><span style="">ServiceNow</span></span></span></span> products. Utilizing these resources streamlines workflows, ensuring adherence to industry best practices. Early validation identifies potential issues, saving time, conserving resources, and enhancing the user experience of ServiceNow applications.</p>
