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Knowledge 2020 Digital Experience Schedule

Join us for six weeks of great content! Your free registration will unlock access and provide some exciting highlights along the way.

 


 
Featured content

This is your home for all things Knowledge! Engage with the exciting, dynamic content ready for you to explore over the next six weeks. Tune into inspiring keynote sessions and thought leadership conversations to learn how smarter workflows will help you create value in the new normal. Here is a sneak peek of the great content we have lined up for you.

IT Workflows

Explore this track for content on ServiceNow unified IT platform and solutions. You'll see customer stories, demos and best practices on how these solutions help your organization deliver modern, resilient and cost-effective experiences, while accelerating the pace of innovation.


Keynote

Pablo Stern, ServiceNow | Majid Mohseni, Delta


Sessions and demos

- What’s new & what’s coming with ITOM visibility: discovery and service mapping

- How Swiss Re is getting back in the box and reducing costs

- How Royal Bank of Scotland sped up work with portal innovation

- Swiss Re: Trailblazing cross-enterprise digital workflows with IntegrationHub

- ITSM: The strategic foundation for business success in an always changing world

- Why should you move off legacy GRC solutions?


Labs and workshops

- Avoid Outages with AIOps

- Manage Strategies to Drive Outcomes that Create Value with IT Business Management

- Virtual Agent for Beginners: Create awesome self-service experiences

- Use Natural Language Understanding (NLU) to improve Virtual Agent success rates

Customer Workflows

The place for customer service-focused professionals to learn how leading organizations are scaling operations for unplanned volumes with digital customer service by expanding capacity via automated self-service, organizing resilient operations for unforeseen circumstances, and managing location-based work efficiently and safely. You’ll see customer stories, demos and best practices designed to help you ramp up customer service fast when the unexpected happens.


Keynote

Farrell Hope, ServiceNow


Sessions and demos

- Introduction to Customer Service Management

- 7-Eleven: Digital-enabled to meet the customers' intent

- Intro to ServiceNow Field Service Management

- Going mobile with Field Service at Kansas City Southern Railway

- Building your reputation with the Now Community

- Building out your customer self-service strategy

- Next Generation Call Center experience with ServiceNow


Labs and workshops

- Make Field Service Management your own

- Deliver Proactive Solutions with Customer Service Management and IT Operations Management

Employee Workflows

Check out this track to learn how leading organizations are delivering business continuity, driving employee productivity, and transforming their departments to provide critical services for their employees. You’ll see customer stories, demos and best practices designed to help you deliver the right employee experience from anywhere.


Keynote

Blake McConnell, ServiceNow | Gregg Scholz and Patti Court, AMEX GBT


Sessions and demos

-Deliver legal services at the speed of the business

-Chick-fil-A: How to provide excellent employee service and unlock thousands of productivity hours

-Copenhagen City: Boosting productivity for over 45,000 employees using ServiceNow HRSD

-Saab: How to take an Agile HR & IT approach to onboarding and rapidly deliver value

-Accelerate your time to value with ServiceNow Employee Experience Packs

-Employee Document Management: How to securely manage sensitive employee documents

Now Platform

Take a digital journey on the Now Platform track! See what customers are creating and learn from ServiceNow experts. Discover how the Now Platform empowers anyone to deliver intelligent digital workflow apps fast to boost productivity, engage customers and employees, optimize business processes for resiliency, and mitigate risk, all on one cloud-based platform.


Keynote

Josh Kahn, ServiceNow | Felix Quintana, Academy Mortgage | Jason Rosenfeld, Cask | Torie Hernandez, State of Washington


Sessions and demos

- Start your journey to success with the new Customer Success Center

- Top 10 hits from the Customer Success Center

- Customer Success Center drives real business outcomes

- How can ServiceNow Customer Success help you succeed on your transformation journey?

- Performance analytics and reporting at the scale of Walmart


Labs and workshops

- Get started with performance analytics

- Deliver proactive solutions with Customer Service Management and IT Operations Management

- Get started with Mobile Studio

Customer Success

Want to know what our most successful customers do? On the Customer Success track you’ll see prescriptive content and tools to help your organization accelerate its growth with ServiceNow. We’re lining up the Genius Lounge, Success Consultations, meetups, and much more!


Sessions and demos

- Building your reputation with the Now Community

- Creating Now Community content that matters

- Community Boot Camp

- The value of ServiceNow certifications as a customer

- Start your journey to success with the new Customer Success Center

- Top 10 hits from the Customer Success Center

- Becoming a Certified Master Architect

- Customer Success Center drives real business outcomes

- How can ServiceNow Customer Success help you succeed on your transformation journey?

Experience Design
The Experience Design track offers curated User Experience theater presentations and interactive sessions that highlight our commitment to delivering great product experiences. This is your opportunity to hear how research and design shapes ServiceNow products, learn design best practices, and share your feedback so we can design the best solutions for you!
Sponsor
The Sponsor track will be the place for our sponsors to highlight their content, such as sessions, case studies, and much more.

 
Featured content

This is your home for all things Knowledge! Engage with the exciting, dynamic content ready for you to explore over the next six weeks. Tune into inspiring keynote sessions and thought leadership conversations to learn how smarter workflows will help you create value in the new normal. Here is a sneak peek of the great content that we’re lining up for you.

IT Workflows

Explore this track for content on ServiceNow unified IT platform and solutions. You'll see customer stories, demos and best practices on how these solutions help your organization deliver modern, resilient and cost-effective experiences, while accelerating the pace of innovation.


Sessions and demos

- Achieving visibility and observability for cloud, containers, and hyper-converged

- ServiceNow IT Operations Vision to support digital transformation

- Digital products are the future, are you ready?

- Amazon Alexa Skill management using IntegrationHub

- Igniting Under Armour's PPM Capabilities via the magic of ServiceNow ITBM

- Upgrading on a Shoestring - Using the ServiceNow Jumpstart Program

- Chevron's global ITSM digital transformation in 7 months - We did it!

- Application Portfolio Management at Novo Nordisk

Customer Workflows

The place for customer service-focused professionals to learn how leading organizations are scaling operations for unplanned volumes with digital customer service by expanding capacity via automated self-service, organizing resilient operations for unforeseen circumstances, and managing location-based work efficiently and safely. You’ll see customer stories, demos and best practices designed to help you ramp up customer service fast when the unexpected happens.


Sessions and demos

- Using Advanced Work Assignment to speed customer resolutions

- Transforming the 4 Ps to improve student and staff experience

- Scripps Health's journey implementing CSM/ITBM for Epic's Community Connect

Employee Workflows

Check out this track to learn how leading organizations are delivering business continuity, driving employee productivity, and transforming their departments to provide critical services for their employees. You’ll see customer stories, demos and best practices designed to help you deliver the right employee experience from anywhere.


Sessions and demos

- Enhancing the Employee Experience with ServiceNow and Your Intranet

- 5 Steps to Mobile App Success with Now Mobile

- Designing and Implementing Cross-Departmental Campaigns

- Going Mobile: Putting the Power of ServiceNow in the Palm of your Hand

Now Platform

Take a digital journey on the Now Platform track! See what customers are creating and learn from ServiceNow experts. Discover how the Now Platform empowers anyone to deliver intelligent digital workflow apps fast to boost productivity, engage customers and employees, optimize business processes for resiliency, and mitigate risk, all on one cloud-based platform.


Sessions and demos

- Empower your Flow with dynamic flows

- What's new in Flow Designer and IntegrationHub

- A paradigm shift in Modern login experiences - Introducing OpenID connect

- University of Maryland's Machine Learning Journey

- Now Platform Low Code/No Code – A Reality Check

- Redefining the Service Provider (aka MSP) Platform - The Built on Now Roadmap

- DevOps for IoT enabled Connected Vehicles using ServiceNow


Labs and workshops

- Automate ServiceNow CI/CD

- Create your first application in minutes

Customer Success

Want to know what our most successful customers do? On the Customer Success track you’ll see prescriptive content and tools to help your organization accelerate its growth with ServiceNow. We’re lining up the Genius Lounge, Success Consultations, meetups, and much more!


Sessions and demos

- Learn how Now Creators helps ensure a smooth journey with ServiceNow

- Now Creators: Get your company started

- Agreement-driven CMDB framework build on ServiceNow best practice guidance

CreatorCon

This track is the place for developers and architects of all backgrounds and experiences. CreatorCon offers everything from practical business solutions to the art of the possible. Get hands-on with workshops or browse through on-demand sessions to learn best practices and the latest features on The Now Platform.


Keynote

Marcus Torres and Chris Haas, ServiceNow | Torie Hernandez, State of Washington



Sessions and demos

- Become a (better) ServiceNow developer! The Developer Portal is the place to be.

- Building Awesome UX with the Now Experience Components

- Introduction to Mobile Studio

- Intro to Now Experience for developers

- Building components with the Now Experience UI Framework

- Building No-Code Apps

- The Future of Development on the NOW Platform with DevOps and CICD


Labs and workshops

- Add business logic to your app

- Loading & Analyzing COVID-19 Infection Data

- Using Data Stream Action to load large datasets into ServiceNow

Experience Design

The Experience Design track offers curated User Experience theater presentations and interactive sessions that highlight our commitment to delivering great product experiences. This is your opportunity to hear how research and design shapes ServiceNow products, learn design best practices, and share your feedback so we can design the best solutions for you!


Sessions and demos

- Enabling your users with customized in-product help

- Tools for increasing your development skills

- How ServiceNow Makes Products Accessible and Why It Matters

- What type of ServiceNow developer are you?

- ServiceNow Product Lab Insiders: Influencing the Future of Digital Workflows

Sponsor
The Sponsor track will be the place for our sponsors to highlight their content, such as sessions, case studies, and much more.

 
Featured content

This is your home for all things Knowledge! Engage with the exciting, dynamic content ready for you to explore over the next six weeks. Tune into inspiring keynote sessions and thought leadership conversations to learn how smarter workflows will help you create value in the new normal. Here is a sneak peek of the great content that we’re lining up for you.

IT Workflows

Explore this track for content on ServiceNow unified IT platform and solutions. You'll see customer stories, demos and best practices on how these solutions help your organization deliver modern, resilient and cost-effective experiences, while accelerating the pace of innovation.


Sessions and demos

- See the Playbook in Action: Security Operations

- Customer panel: Best practices to successfully implement your CMDB

- Introducing Predictive Intelligence Workbench – an industry first

- Automate incident response with Playbook: ITSM

- Five worst reasons to consider AIOps

- Visibility and management of TLS certificates

- Scoped application deep dive: VMware cloud capacity forecasting

Customer Workflows

The place for customer service-focused professionals to learn how leading organizations are scaling operations for unplanned volumes with digital customer service by expanding capacity via automated self-service, organizing resilient operations for unforeseen circumstances, and managing location-based work efficiently and safely. You’ll see customer stories, demos and best practices designed to help you ramp up customer service fast when the unexpected happens.


Sessions and demos

- Leveraging Augmented Reality for digital transformation of field service

- Making proactive service possible with Customer Service Management

- Delivering an amazing agent experience with Agent Workspace

- Keeping your finger on the pulse of customer service with Performance Analytics

- Managing Global Support with Analytic Insights

- How Ingles Markets reimagined store operations with Customer Service Management

- Complete work the first time: Scheduling the most qualified field service tech

Employee Workflows

Check out this track to learn how leading organizations are delivering business continuity, driving employee productivity, and transforming their departments to provide critical services for their employees. You’ll see customer stories, demos and best practices designed to help you deliver the right employee experience from anywhere.


Sessions and demos

- The Next Gen, Human-Focused HR Agent Experience

- HRSD: What's New in the Orlando Release

- Dell: Building digital employee experiences in multiple languages

- Now on Now: Delivering 40% of HR and IT requests with automated self-service

Now Platform

Take a digital journey on the Now Platform track! See what customers are creating and learn from ServiceNow experts. Discover how the Now Platform empowers anyone to deliver intelligent digital workflow apps fast to boost productivity, engage customers and employees, optimize business processes for resiliency, and mitigate risk, all on one cloud-based platform.


Sessions and demos

- Accelerate Digital Transformation with Now Intelligence

- Performance Analytics - So Now What?

- Delivering an exceptional mobile experience with the ServiceNow Agent App

- Now Platform: Strategy & Roadmap

- Now on Now: Unlock productivity to solve 65% of employee issues via self service

- Performance Analytics at Scale

Customer Success

Want to know what our most successful customers do? On the Customer Success track you’ll see prescriptive content and tools to help your organization accelerate its growth with ServiceNow. We’re lining up the Genius Lounge, Success Consultations, meetups, and much more!


Sessions and demos

- Metrics that Matter - Stop looking in the Rear View Mirror

- Now on Now: How ServiceNow reduced its technical debt by 56% using Healthscan

- Now on Now: Improve self-service by 50% using our Digital Framework

CreatorCon

This track is the place for developers and architects of all backgrounds and experiences. CreatorCon offers everything from practical business solutions to the art of the possible. Get hands-on with workshops or browse through on-demand sessions to learn best practices and the latest features on The Now Platform.


Sessions and demos

- Friction Free Dev and Ops

Experience Design

The Experience Design track offers curated User Experience theater presentations and interactive sessions that highlight our commitment to delivering great product experiences. This is your opportunity to hear how research and design shapes ServiceNow products, learn design best practices, and share your feedback so we can design the best solutions for you!


Sessions and demos

- How to Elevate your Service Experiences with Effective Problem Statements

- Visualizing the Journey

- Driving Insights with Affinity Mapping

- Empathy Mapping: Getting to Know Your End Users

- User Experience Best Practices / Design Thinking: How to Create Awesome Experiences Your Users will Love

Now on Now

Learn how to transform the way we work by relying on our own solutions. This track has sessions and demos delivered by our IT practitioners that showcase how we use the Now Platform to create digital workflows across the enterprise. Learn how to unlock productivity and provide great experiences to our own employees and customers.


Keynote

Chris Bedi, ServiceNow


Sessions and demos

- Automating IT Operations shift 10% OpEx from run to grow in < 1 year

- Reduce patching cycles by 75% with CMDB and Vulnerability Response

- How IT Ops stopped being reactive and saved 35k hours a year

- Reclaim $1 million in Opex from your software budget using SAM

- Reduce manual steps by 70% with Mobile Onboarding experience

- Improved performance by 12x through IDR and Platform Best Practices

- Build Virtual Agent conversations 5x faster

Sponsor
The Sponsor track will be the place for our sponsors to highlight their content, such as sessions, case studies, and much more.

 
Featured content

This is your home for all things Knowledge! Engage with the exciting, dynamic content ready for you to explore over the next six weeks. Tune into inspiring keynote sessions and thought leadership conversations to learn how smarter workflows will help you create value in the new normal. Here is a sneak peek of the great content that we’re lining up for you.

IT Workflows

Explore this track for content on ServiceNow unified IT platform and solutions. You'll see customer stories, demos and best practices on how these solutions help your organization deliver modern, resilient and cost-effective experiences, while accelerating the pace of innovation.

Customer Workflows

The place for customer service-focused professionals to learn how leading organizations are scaling operations for unplanned volumes with digital customer service by expanding capacity via automated self-service, organizing resilient operations for unforeseen circumstances, and managing location-based work efficiently and safely. You’ll see customer stories, demos and best practices designed to help you ramp up customer service fast when the unexpected happens.

Employee Workflows

Check out this track to learn how leading organizations are delivering business continuity, driving employee productivity, and transforming their departments to provide critical services for their employees. You’ll see customer stories, demos and best practices designed to help you deliver the right employee experience from anywhere.

Now Platform

Take a digital journey on the Now Platform track! See what customers are creating and learn from ServiceNow experts. Discover how the Now Platform empowers anyone to deliver intelligent digital workflow apps fast to boost productivity, engage customers and employees, optimize business processes for resiliency, and mitigate risk, all on one cloud-based platform.

Customer Success

Want to know what our most successful customers do? On the Customer Success track you’ll see prescriptive content and tools to help your organization accelerate its growth with ServiceNow. We’re lining up the Genius Lounge, Success Consultations, meetups, and much more!

CreatorCon

This track is the place for developers and architects of all backgrounds and experiences. CreatorCon offers everything from practical business solutions to the art of the possible. Get hands-on with workshops or browse through on-demand sessions to learn best practices and the latest features on The Now Platform.

Now on Now

Learn how to transform the way we work by relying on our own solutions. This track has sessions and demos delivered by our IT practitioners that showcase how we use the Now Platform to create digital workflows across the enterprise. Learn how to unlock productivity and provide great experiences to our own employees and customers.

Experience Design
The Experience Design track offers curated User Experience theater presentations and interactive sessions that highlight our commitment to delivering great product experiences. This is your opportunity to hear how research and design shapes ServiceNow products, learn design best practices, and share your feedback so we can design the best solutions for you!
Sponsor
The Sponsor track will be the place for our sponsors to highlight their content, such as sessions, case studies, and much more.

 
Featured content

This is your home for all things Knowledge! Engage with the exciting, dynamic content ready for you to explore over the next six weeks. Tune into inspiring keynote sessions and thought leadership conversations to learn how smarter workflows will help you create value in the new normal. Here is a sneak peek of the great content that we’re lining up for you.

IT Workflows

Explore this track for content on ServiceNow unified IT platform and solutions. You'll see customer stories, demos and best practices on how these solutions help your organization deliver modern, resilient and cost-effective experiences, while accelerating the pace of innovation.

Customer Workflows

The place for customer service-focused professionals to learn how leading organizations are scaling operations for unplanned volumes with digital customer service by expanding capacity via automated self-service, organizing resilient operations for unforeseen circumstances, and managing location-based work efficiently and safely. You’ll see customer stories, demos and best practices designed to help you ramp up customer service fast when the unexpected happens.

Employee Workflows

Check out this track to learn how leading organizations are delivering business continuity, driving employee productivity, and transforming their departments to provide critical services for their employees. You’ll see customer stories, demos and best practices designed to help you deliver the right employee experience from anywhere.

Now Platform

Take a digital journey on the Now Platform track! See what customers are creating and learn from ServiceNow experts. Discover how the Now Platform empowers anyone to deliver intelligent digital workflow apps fast to boost productivity, engage customers and employees, optimize business processes for resiliency, and mitigate risk, all on one cloud-based platform.

Customer Success

Want to know what our most successful customers do? On the Customer Success track you’ll see prescriptive content and tools to help your organization accelerate its growth with ServiceNow. We’re lining up the Genius Lounge, Success Consultations, meetups, and much more!

CreatorCon

This track is the place for developers and architects of all backgrounds and experiences. CreatorCon offers everything from practical business solutions to the art of the possible. Get hands-on with workshops or browse through on-demand sessions to learn best practices and the latest features on The Now Platform.

Now on Now

Learn how to transform the way we work by relying on our own solutions. This track has sessions and demos delivered by our IT practitioners that showcase how we use the Now Platform to create digital workflows across the enterprise. Learn how to unlock productivity and provide great experiences to our own employees and customers.

Experience Design
The Experience Design track offers curated User Experience theater presentations and interactive sessions that highlight our commitment to delivering great product experiences. This is your opportunity to hear how research and design shapes ServiceNow products, learn design best practices, and share your feedback so we can design the best solutions for you!
Sponsor
The Sponsor track will be the place for our sponsors to highlight their content, such as sessions, case studies, and much more.

 
Featured content

This is your home for all things Knowledge! Engage with the exciting, dynamic content ready for you to explore over the next six weeks. Tune into inspiring keynote sessions and thought leadership conversations to learn how smarter workflows will help you create value in the new normal. Here is a sneak peek of the great content that we’re lining up for you.

IT Workflows

Explore this track for content on ServiceNow unified IT platform and solutions. You'll see customer stories, demos and best practices on how these solutions help your organization deliver modern, resilient and cost-effective experiences, while accelerating the pace of innovation.

Customer Workflows

The place for customer service-focused professionals to learn how leading organizations are scaling operations for unplanned volumes with digital customer service by expanding capacity via automated self-service, organizing resilient operations for unforeseen circumstances, and managing location-based work efficiently and safely. You’ll see customer stories, demos and best practices designed to help you ramp up customer service fast when the unexpected happens.

Employee Workflows

Check out this track to learn how leading organizations are delivering business continuity, driving employee productivity, and transforming their departments to provide critical services for their employees. You’ll see customer stories, demos and best practices designed to help you deliver the right employee experience from anywhere.

Now Platform

Take a digital journey on the Now Platform track! See what customers are creating and learn from ServiceNow experts. Discover how the Now Platform empowers anyone to deliver intelligent digital workflow apps fast to boost productivity, engage customers and employees, optimize business processes for resiliency, and mitigate risk, all on one cloud-based platform.

Customer Success

Want to know what our most successful customers do? On the Customer Success track you’ll see prescriptive content and tools to help your organization accelerate its growth with ServiceNow. We’re lining up the Genius Lounge, Success Consultations, meetups, and much more!

CreatorCon

This track is the place for developers and architects of all backgrounds and experiences. CreatorCon offers everything from practical business solutions to the art of the possible. Get hands-on with workshops or browse through on-demand sessions to learn best practices and the latest features on The Now Platform.

Now on Now

Learn how to transform the way we work by relying on our own solutions. This track has sessions and demos delivered by our IT practitioners that showcase how we use the Now Platform to create digital workflows across the enterprise. Learn how to unlock productivity and provide great experiences to our own employees and customers.

Experience Design
The Experience Design track offers curated User Experience theater presentations and interactive sessions that highlight our commitment to delivering great product experiences. This is your opportunity to hear how research and design shapes ServiceNow products, learn design best practices, and share your feedback so we can design the best solutions for you!
Sponsor
The Sponsor track will be the place for our sponsors to highlight their content, such as sessions, case studies, and much more.