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Roundtable: Top implementation insights for HRSD, WSD, CSM, and FSM
SP
AF
Lab: Manage customer service management processes efficiently with Case Types
MC
Conference Sessions
Roundtable: Top implementation insights for HRSD, WSD, CSM, and FSM
SES2535-K23
<p>Starting an implementation project for CSM, HRSD, WSD and FSM? Join this facilitated roundtable discussion where experts will review recommended implementation sequence and the top technical and organizational 'must-knows' for project success.</p>
Lab: Manage customer service management processes efficiently with Case Types
LAB1555-K23
<p>Customer service cases represent the services, processes, and data required to resolve a specific customer issue or request. As customer service management spans multiple industries, there is no prescriptive definition that can be packaged to meet every type of case, while organizations must be able to model service requests.<br /> <br /> During this hands-on lab, you will learn:<br /> <br /> - how Case Types help to resolve these matters<br /> - how to create a Case Type<br /> - how to manage and configure Case Types</p>
From Data to Decisions: Essentials of ServiceNow Platform Analytics
SNU1011
Discover how to turn raw ServiceNow data into actionable insights. This workshop covers PA architecture, KPIs, indicators, breakdowns, and advanced features like Spotlight, formulas, and bucket groups. Experience the new Platform Analytics Experience dashboards through live demos and real-world use cases — perfect for beginners and intermediates looking to go beyond basic reporting.
From Concepts to Certification: Mastering ServiceNow CSM
SNU1010
In this workshop you will learn about the complete CSM data model-From products, sold products, and install base items to service definitions, and case management. Learn to map customer business models using OOB tools with minimal customization. Includes live demos, labs, discussion-led learning, and exam-aligned insights designed to strengthen both conceptual and practical CSM understanding.
We can model that! Demystifying ServiceNow's IRM Risk Assessment methodology
SNU3323
Life is a series of choices defined by risk and its assessment. Those who excel in evaluating risk gain an advantage, including in business. This session will teach you to model and adapt risk assessment frameworks within the SN IRM platform, establish data collection strategies, and transition from manual to automated factors. Practice rapid prototyping and debugging of risk-based RAMs to help stakeholders make better, data-driven decisions for any process.
Transitioning to Service Operations Workspace: Enhancing efficiency & experience
SNU3319
Enhance your ITSM and ITOM to stay competitive. Join our pre-conference training on ServiceNow Service Operations Workspace—revolutionizing IT workflows for a unified user experience. Learn the advantages over traditional ITSM Agent Workspace, and how to configure and personalize the agent experience to fit your needs. Modernize your IT strategy and confidently navigate future challenges. Lead your IT operations into a new era of service excellence.
Now Assist - SecOps
SNU3298
Now Assist for Security Operations enhances situational awareness and empowers analysts with AI to identify threats and respond quickly, creating a more secure environment. This rapid response capability minimizes security breach impacts and ensures operational continuity. The lab provides a custom ServiceNow instance configured for Now Assist SecOps skills, including navigation & administration, Security Incident Summarization, Security Incident Resolution Notes, & Suggested Security Actions
Architecting success: Unlocking the secrets of ServiceNow excellence
SNU3274
Architecture excellence is crucial for ServiceNow implementations as it ensures scalability, reliability, & alignment with business goals, ultimately leading to more effective and efficient solutions. Join us for an engaging and interactive session where we dive into the core principles of ServiceNow's Architecture Excellence. This session is designed to empower experienced implementers, business process analysts, technical consultants, solution consultants, architects, & technical project managers—anyone who would like to expand their knowledge of the cornerstones of architecture excellence.