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Explore

Agenda

Explore the agenda from Knowledge 2019.

Knowledge

Speaker

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Biography

John Donahoe joined ServiceNow in 2017 as president and CEO. Previously, John served as president and CEO of eBay from 2008 to 2015. During his tenure, eBay’s revenues more than doubled to $18B and market value increased over 250%. Prior to eBay, John was at Bain for more than 20 years, and served as the CEO.

John is on the board of directors for Nike and PayPal, and serves on the Board of The Bridgespan Group, the leading advisory firm for nonprofit and philanthropic organizations. John holds a BA in economics from Dartmouth and an MBA from Stanford. He is married to Eileen, and they have four children and three grandchildren.

Speaker

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Biography

CJ Desai joined ServiceNow in 2016 as Chief Product Officer. Previously, he served as president of the Emerging Technologies Division at EMC from 2013 to 2016 where he was responsible for product strategy and engineering for several emerging businesses. Prior to EMC, CJ held various leadership roles at Symantec and began his career at Oracle. He currently serves on the board at Zebra Technologies. CJ has a master’s degree in computer science and an MBA from the University of Illinois at Urbana-Champaign.

Speaker

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Biography
Farrell, SVP of Customer Workflow, joined ServiceNow in 2012 to design end-to-end service management across Support, Infrastructure and R&D. In 2016, Farrell became GM of several IT Workflow products. Before ServiceNow, Farrell spent 10 years driving transformation in Support and R&D teams.
Session
Customer Workflows
Delight customers with proactive service from issue to resolution.

Speaker

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Biography
Pablo is SVP of ServiceNow’s IT Workflow Products spanning ITSM, ITOM, ITBM, ITAM, Security, Risk and DevOps businesses. Previously, he was GM of ITOM. Prior to joining ServiceNow he held CTO, engineering and business leadership roles at Microsoft, Symantec, Veritas, and various startups.
Session
IT Workflows
Transform IT across your enterprise to drive operational productivity.

Speaker

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Biography
Dave is responsible for establishing the strategic direction of ServiceNow, from high-level investment areas in product development through acquisitions. Prior to his current role, he was the Global VP of Solutions Consulting for ServiceNow. Dave has over 20 years of experience in the IT industry. 
Session
Now Platform
Empower anyone to build modern and intelligent workflow apps quickly.

Speaker

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Biography
Blake is SVP of Employee Workflow Products. Employee Workflow Products include ITSM and HR Service Delivery products. Prior to ServiceNow, Blake served as COO of Dell EMC’s Emerging Technologies Division and spent 10 years at Symantec.
Session
Employee Workflows
Deliver a next-generation employee experience and unlock productivity.

Speaker

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Biography
Josh is responsible for providing an application development platform to ensure customers and partners can build applications that will transform the way the world works. Prior to joining ServiceNow, he was SVP of Global Solutions at EMC and held leadership roles at Veritas, and several startups.
Session
Now Platform
Empower anyone to build modern and intelligent workflow apps quickly.

Speaker

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Biography
Patrick was one of the founders of ServiceNow and joined the company in 2006. He currently serves as ServiceNow's SVP of DevOps & Global Head of Engineering. Pat’s current responsibilities include our datacenters, physical infrastructure, software platform, applications engineering and technical support.
Session
Now Platform
Empower anyone to build modern and intelligent workflow apps quickly.


2:00 pm – 7:00 pm
Registration and Badge Pick-Up

7:00 am – 6:00 pm
Registration and Badge Pick-Up
8:00 am – 5:00 pm
Pre-Conference Training - Sold Out

7:00 am – 8:00 pm
Registration and Badge Pick-Up
8:00 am – 5:00 pm
Pre-Conference Training - Sold Out
8:30 am – 5:00 pm
Global Partner Ecosystem Summit

Enjoy a pre-conference day of learning and inspiration for ServiceNow partners only.


7:00 am – 7:00 pm
Registration and Badge Pick-Up
8:30 am – 10:00 am
Digital Workflows Keynote

Reimagine customer engagement, employee experience, and operational productivity. Join an inspiring conversation on how digital workflows transform your customer engagement, employee experience, and operational productivity.

Speakers:

John Donahoe | President and Chief Executive Officer, ServiceNow

CJ Desai | Chief Product Officer, ServiceNow

Farrell Hough | SVP, Customer Workflow Products, ServiceNow

Joe Davis | VP Platform Engineering, ServiceNow

Amir Jafari | GM & VP, Finance and Legal Business Unit, ServiceNow

Sharon Carmichael | Director Product Design, ServiceNow

Customers:

John Sullivan | Chief Information Officer, Virgin Trains

Linda Jojo | EVP, Technology and Chief Digital Officer, United

Eric Ensminger | Managing Director IT, Employee and Enterprise Systems, United

10:00 am – 7:00 pm
Knowledge Show Floor
10:30 am – 11:15 am
Security and Risk Spotlight

Join this spotlight session to hear from Sean Convery, VP and General Manager of the Security and Risk business unit at ServiceNow, about how teams can work together efficiently using ServiceNow Security Operations and Governance, Risk, and Compliance on the Now Platform.

Speakers:

Sean Convery | Vice President and General Manager of Security and Risk, ServiceNow

Lou Fiorello | Head of Security Products, ServiceNow

Vasant Balasubramanian | Head of Risk Products, ServiceNow

10:30 am – 5:50 pm
Breakout Sessions
1:00 pm – 2:10 pm
Customer Workflows Keynote

Delight customers with proactive service from issue to resolution. Join this session to learn how customer service management teams can resolve complex issues end to end, intelligently fix problems before customers know they have them, and drive actions to instantly take care of common customer requests.

Speakers:

Farrell Hough | Senior Vice President, Customer Workflow Products ServiceNow

Terrence Chesire | Sr Director, Outbound Product Management, ServiceNow

Customers:

Erin Doney | VP Customer Experience Innovation, UHG

Chris Holmes | Head of Digital Experience, Vodafone

2:00 pm – 12:00 am
CreatorCon Hackathon

The sky's the limit at the CreatorCon Hackathon. Teams of all types go head-to-head in this eight hour quest for fun, prizes and unfettered glory. This is a great opportunity to build apps that solve real business problems. Because you + the Now Platform = unlimited brilliance!

Rapidly prototype ideas on Now Platform using the Now Platform App Engine. You get to build apps and solutions on the latest release of the ServiceNow Platform with in-person support from ServiceNow experts. The goal is for participants to build and program ideas, then turn them into reality.

CreatorCon Hackathon is open to all Knowledge19 attendees, with or without coding experience. Anyone with industry knowledge, including developers, programmers, engineers, designers, project managers, business stakeholders, analysts, and visionaries, are invited to bring an application to life.

2:30 pm – 3:10 pm
ITOM Spotlight

Deliver high-performance business services with visibility and AIOps. Get a peek into what is possible with ServiceNow's vision on AIOps. Accelerate your digital transformation efforts through full visibility, better service health and optimized operations.

Speakers:

Brian Emerson | Head of Product Management, ITOM, ServiceNow

Chanda Dani | Sr. Director, Product Marketing, ITOM, ServiceNow

3:30 pm – 4:20 pm
Deloitte Power Session

Learn how to connect meaning to work that results in an engaged, productive workforce. Replicate the ease of consumer-like experiences across your enterprise. As a result, forward-looking insights are realized through data analytics and much more.

Speakers:

Erica Volini | Leader of HR, Deloitte

Mark Walsh | Head of Enterprise Operations, Deloitte

5:00 pm – 7:00 pm
Welcome Reception

7:00 am – 6:00 pm
Registration and Badge Pick-Up
8:30 am – 10:00 am
IT Workflows Keynote

Transform IT across your enterprise to drive operational productivity. In this session, you'll learn how to improve service availability, reduce enterprise risk, and drive operational excellence through automation.

Speakers:

Pablo Stern | Senior Vice President, IT Workflows ServiceNow

Dave Wright | Chief Innovation Officer ServiceNow

Matt Schvimmer | VP & GM, ITSM, ServiceNow

RJ Jainendra | VP & GM, Dev Ops, ServiceNow

Ben Yukich | Principal Solution Architect, ServiceNow

Customers:

Lyne Germain | Vice President IT Integration, Shell

David Schirm| Vice President, Service Delivery and Support, Raymond James

10:00 am – 5:00 pm
Knowledge Show Floor
10:30 am – 5:10 pm
Breakout Sessions
10:45 am - 11:35 am
Accenture Power Session

Accenture's CIO Andrew Wilson and senior leaders from our top clients will talk through their own transformation stories and how they've engaged other business leaders to lead the enterprise through digital disruption.

Speakers:

Andrew Wilson | Global CIO, Accenture

Misty Isaacs | Sr. Director - Information Technology

Paola Arbour | SVP & CIO

1:00 pm – 2:10 pm
Employee Workflows Keynote

Deliver a next-generation employee experience and unlock productivity. Learn how to make it easy for employees to get service by creating digital workflows across people and functions to elevate employee satisfaction and unlock productivity across the organization.

Speaker:

Blake McConnell | Senior Vice President, Employee Workflow Products ServiceNow

Pat Wadors | Chief Talent Officer, ServiceNow

Chris Bedi | Chief Information Officer, ServiceNow

Samantha Barth | Sr Technical Product Marketing Manager, ServiceNow

Lucinda Foss | Sr Director, Product Management, ServiceNow

Customers:

Erica Peters | Head of HR Customer Experience & Advisory Human Resources, HSBC

Sean McCann | CIO of Corporate Function, IT, HSBC

Brad Wirths | Senior Director of Enterprise Technology Services, Asurion

Kelly Rosalia | Sr HR Program Manager, Asurion

2:30 pm – 3:20 pm
DXC Technology Power Session
ServiceNow has off-the-charts potential, but the value of the platform is only as big as your ability to execute. Join DXC Technology Consulting Leaders and a few of our more ambitious clients to learn how they drive the value of ServiceNow across geographies, business units, and integrated systems.

Speakers:

Marilyn Nelson | PhD - Global Head of Service Transformation, DXC Technology

Patrick Stonelake | Global Chief Customer Officer, ServiceNow Practice, DXC Technology

Evan Vafidis | Acting Head of License Management, Uniper

Toby Alcock | Director GTO A & CE, Head of ITSM Engineering, Deutsche Bank

Amy O'Connor | Service Delivery Manager, ITSM & Operations, Under Armour

John Wagemaker | BusDev Engineer, Vivat

Jasper Zaal | Product Owner, Agile Trainer en coach, Vivat

3:30 pm – 4:30 pm
CreatorCon Challenge Final

Watch as three ISV startups compete Shark Tank style for a $250,000 investment from ServiceNow Ventures. These entrepreneurs were hand-picked by ServiceNow as a result of a months-long developer competition to create breakthrough apps on the Now Platform for sale on the ServiceNow Store.

Speakers:

Avanish Sahai | Vice President, ISV/Technology Alliances, ServiceNow

Fred Luddy | Founder and Chairman of the Board, ServiceNow

Om Malik | Venture Capitalist, True Ventures

BJ Lackland | Venture Capitalist, Lighter Capital

Glenn Solomon | Venture Capitalist, GGV Capital

4:30 pm – 5:30 pm
Fireside chat with Fred Luddy

Hear directly from the visionaries who are passionate about taking work to the next level. Get an unscripted look at how the dream of a simple and customizable platform to change work became a reality. It's sure to be a session not to miss!

Speakers:

Fred Luddy | Founder and Chairman of the Board, ServiceNow

John Donahoe | CEO, ServiceNow


7:00 am – 7:00 pm
Registration and Badge Pick-Up
8:30 am – 10:00 am
Now Platform Keynote

Drive innovation and build apps across IT, customer, and employee workflows. Learn how to reimagine every business process as a digital workflow, empower anyone to extend and build modern workflow apps quickly, and supercharge apps with insights and AI-powered experiences.

Speakers:

Josh Kahn | Vice President & General Manager, Platform Business Unit ServiceNow

Pat Casey | Senior Vice President, Developer-Operations & Global Head of Engineering ServiceNow

Joe Davis | VP, Platform Engineering, ServiceNow

Stevin Coe | Sr Director, Software QA Engineering Management, ServiceNow

Wendy Li | Sr Director, Software Engineering, ServiceNow

Rani Hamdi | VP, Quality Engineering, ServiceNow

Mike Lents | VP, Service Engineering, ServiceNow

Priya Gopalan | Director, Project / Program Design Management, ServiceNow

Sharon Carmichael | Director, Product Design, ServiceNow

Customers:

David Record | Division Chief, U.S. Department of State

Sandra Tartol | Vice President Enterprise Operations, OptumRX

10:00 am – 5:00 pm
Show Floor and Expo Now
10:30 am – 11:40 am
CreatorCon Spotlight

Developers of all levels can reduce time to market and accelerate delivery of new applications with the Now Platform. Join us for music, demos and fun as ServiceNow executives, customers and a team of awesome product managers get hands-on and showcase the latest innovations on the Now Platform.

Speakers:

Josh Kahn | VP & GM, Platform Business Unit, ServiceNow

Marcus Torres | Head of Product, Platform, ServiceNow

Customer:

Tyler Teeter | Software Developer & Integrator II, USAA

10:30 am – 4:40 pm
Breakout Sessions
7:00 pm – 10:30 pm
Vegas Experience! Closing Party

We take your work to the next level and as thanks for attending Knowledge, we’ll take your party to the next level too. Choose from one of four venues when you complete your agenda.

Fireside Chat

Hear how Fred Luddy believed that a simple and customizable platform could change how we work.

Fred Luddy
ServiceNow Founder and Chairman of the Board

ServiceNow Pavilion

Where the entire ServiceNow community of customers, experts, and partners can be found—all in one place.

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Let us show you the possibilities
The Show Floor is where the community of ServiceNow customers, experts, and partners can be found all in one place. Everyone who can help you learn to replace old, fragmented processes with smarter and simpler ways of working. Explore solutions for customer service, HR, IT, and security that can transform your employees’ experience and create stronger customer connections.
Discover the Pavilion
The ServiceNow Pavilion showcases the modern digital experiences that are taking work to the next level. Get up close and personal with the latest ServiceNow innovations and industry solutions, and meet the experts who can answer your most burning questions.

Expo Now

Talk to our partners in Expo Now—more than 200 from around the globe.

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See how our partners can enhance your work
Explore powerful solutions, build relationships with trusted advisors, and extend the value of ServiceNow in exciting, new ways.

Customer Success Zone

It’s all about your success. Visit this interactive environment to get tips for unlocking the power of ServiceNow.

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It’s all about you and your success
Want to know what our most successful customers do? Have questions about how to maximize our ServiceNow products, solutions, or roadmaps? Want to get answers to unlock the power of your ServiceNow instance? Get answers in the zone—our Customer Success Zone. This energy-filled and interactive environment offers 1:1 success clinics, hands-on demos, presentations, a value calculator, success navigator, and a genius lounge for a deep-dive into your world—so your business can take your organization’s workflows to the next level.

CreatorCon

Build. Code. Play.

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Build enterprise workflow apps

What is CreatorCon?
CreatorCon is the place for builders and developers of all skill levels, from no-code to pro-code or anywhere in between. Learn to build enterprise workflow apps that significantly helps to reduce time to market and delivery. With labs, demos, sessions, IoT hacks and much more- you’ll go under the hood and then walk away knowing how to build apps on the Now Platform, that gets full-stack power with a turnkey application structure that’s ready to rock right out of the box!
Who is CreatorCon for?
Builders:
If you’ve ever built a spreadsheet to track something, you’re a builder! Problem solvers from across the business can build powerful workflow apps- without any code or experience.
Beginning developers:
Just starting your app development journey? This is the perfect place to get hands-on experience with the Now Platform essentials.
Experienced developers:
Take a deep dive into the possibilities with advanced features. Come out smarter, sharper, and ready to build awesome experiences.
Enterprise architects:
EAs hold a special place in our heart! Learn how the power of a strategic cloud platform can accelerate your digital transformation.
Sessions
Level up your skills at warp speed! Choose from over 100+ hands-on workshops or demo-led breakout sessions. Get expert-led instructions geared to teach you how to build better faster app and help crack your toughest business challenges.
No matter what your background, interest and experience is, we have a track that’s tailored just for you!
Expo
Explore the latest features and fun alongside the experts:
Playground:
Demos and games
Workshops:
Hands-on mini workshops
Tech talks:
Bite-sized discussions
Product info:
Introductions and overviews
Coffee station:
Refreshments and networking
Hackathon
The sky's the limit at the CreatorCon Hackathon. Teams of all types go head-to-head in this eight hour quest for fun, prizes and unfettered glory. This is a great opportunity to build apps that solve real business problems. Because you + the Now Platform = unlimited brilliance!
Rapidly prototype ideas on Now Platform using the Now Platform App Engine. You get to build apps and solutions on the latest release of the ServiceNow Platform with in-person support from ServiceNow experts. The goal is for participants to build and program ideas, then turn them into reality.
CreatorCon Hackathon is open to all Knowledge19 attendees, with or without coding experience. Anyone with industry knowledge, including developers, programmers, engineers, designers, project managers, business stakeholders, analysts, and visionaries, are invited to bring an application to life.
BrewOps Competition
Show off your ServiceNow skills! Join a team and be the fastest to build out a brewery operations application. This competition tests your knowledge of ServiceNow and how quickly you can build on the Now Platform. Fastest teams to complete the challenge wins cool prizes!
Each team is made up of 2 developers and 1 builder. Don't have a team? Now worries, we'll match you in a team onsite. Have a team? Just sign up.
Fastest teams to complete the challenge wins cool prizes.
CreatorCon Challenge
Watch as three startups, who created breakthrough apps on the Now Platform, compete shark-tank style for a $250K investment from ServiceNow Ventures. The judging panel, led by ServiceNow Founder and Chairman Fred Luddy, will decide who wins!

We look forward to seeing you at Knowledge 2020

Global Partner Summit

Push the limits

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Build. Sell. Solve. Deliver.

If you’re a ServiceNow partner, please join us on May 6 for an exclusive, pre-conference day of learning and inspiration—built specifically for our partner ecosystem.
Whether you resell, build, integrate, or implement solutions that extend the capabilities of the Now Platform®, you will gain invaluable insights and tools to take work to the next level.
Also, you’ll hear directly from ServiceNow executives, learn more about important partner program updates, and network with your peers from around the world.
Speakers
Panelists
Breakfast
8:30 am ― 9:30 am
Breakfast and networking
General Session Keynote
9:30 am ― 11:40 am
In this opening session you will gain invaluable insights and tools to take work to the next level from ServiceNow leadership.
Lunch
11:40 am ― 12:40 pm
Food and networking
Break
12:40 pm ― 12:45 pm
Transition to Breakout Sessions
Breakout Sessions
12:45 pm — 4:00 pm
This year, we're offering twenty sessions across five tracks. Attend all sessions in one track, one from each track, or handpick ones of greatest interest. The choice is yours!
Break
4:00 pm ― 4:15 pm
Transition to Partner Panel
Partner Panel
4:15 pm ― 5:00 pm
More details about our panel are coming soon.
Limited to current ServiceNow partners only.