Conference Sessions
Brewing Autonomous Service Operations at Starbucks
SES6792
At Starbucks, the journey from handcrafted coffee to Autonomous IT reflects a broader transformation: scaling automation to deliver reliable, resilient technology experiences across the enterprise. Through ServiceNow AIOps, Event Management, and Now Assist, Starbucks is Automating Service Operations not by removing the human touch, but by empowering teams with smarter tools and insights. The focus is on reducing noise, accelerating incident response, and enabling guided remediation through intelligent playbooks and automation.
360 Exchange: ITSM core implementation: Customer insights into success, challenges, and value
SES3191
What makes an ITSM core implementation truly successful? Learn from real customer implementation experiences, including with UI16 and Service Operations Workspace. Hear about key challenges, what went well, and where additional support was needed. Find out how customers measured value, optimized their rollout, and aligned their implementation with business objectives. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: ITSM core implementation: Customer insights into success, challenges, and value
SES3548
What makes an ITSM core implementation truly successful? Learn from real customer implementation experiences, including with UI16 and Service Operations Workspace. Hear about key challenges, what went well, and where additional support was needed. Find out how customers measured value, optimized their rollout, and aligned their implementation with business objectives. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
Increase productivity with AI-Powered Service Operations Workspace
LAB3508
Resilient services that meet SLAs are key to customer trust and business success. By bringing incident response teams into a unified, AI-powered workspace, organizations can not only boost collaboration, but also enable productivity. Contextual data helps drive rapid identification of major incidents, efficient communication with stakeholders, streamlined resolution, and quick restoration of service quality. In this hands-on lab, you'll gain practical experience with Major Incident Management, On-call Scheduling, and Change Management within SOW, all empowered by NowAssist and AI Agents.
How IBM is transforming 5000 users’ experience with Service Operations Workspace
SES2909
Discover how IBM is revolutionizing its operations for 5000 ITSM practitioners, who support 250K end users, by introducing ServiceNow's cutting-edge Service Operations Workspace. Join us as we dive into the implementation process, benefits, lessons learned and future prospects of this product, offering valuable insights for organizations seeking to enhance their service management capabilities. Learn from IBM's transformative journey and stay ahead in the ever-evolving landscape of service management.