Your Conference, Your Way

Knowledge17 is where you’ll experience IT, Customer Service, HR, and Security at lightspeed

Learn how to deliver business services faster with 400+ sessions customized for you—and 80% of breakouts delivered by your peers. This is the most efficient and fastest way to get practical advice, in‑depth training, and access to 13,000+ community experts driving the future of shared services and digital transformation.

For IT

You’re looking to drive end‑to‑end IT transformation to increase agility all while lowering costs—that’s a tall order!

Learn

Coming to Knowledge17 means you’ll discover new ways to increase agility and lower costs with a modern ERP system for IT.

Experience

Hear from companies like Microsoft, Virgin Atlantic, Fiat Chrysler, and more.

Act

Take best practices home with you so you can achieve 449% ROI and a payback on your ServiceNow investment in about 7 ½ months.


Choose from five IT specialty tracks:

Discover how to deliver a single, cloud‑based ITSM platform with our Modernize IT Service Management track, offering 90 sessions including:

  •  Artificial intelligence
  •  Asset and configuration management
  •  Connect, chat, and visual task boards
  •  Consolidating legacy tools
  •  Incident, problem, and change management
  •  ITIL and upgrade best practices
  •  Knowledge management
  •  Mobile
  •  Performance analytics
  •  Process management
  •  Self‑service
  •  SIAM…and more

Check out why you should attend if you’re interested in modernizing your IT Service Management

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Take your IT Operations Management game to the next level with our Eliminate Service Outages track, offering 47 sessions including:

  •  The ITOM journey with smarter risk management
  •  Looking ahead: The IT Operations Management vision
  •  ITSM + ITOM in 1 tool
  •  Turning infrastructure events into actions
  •  Benefits of business mapping – ITSM and beyond
  •  Getting your CMB healthy…and more

Check out why you should attend if you’re interested in eliminating service outages

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Take control of your cloud resources with our Manage Cloud Sprawl track, offering 37 sessions including:

  •  Worried about Cloud Sprawl? Fix it before it becomes a problem!
  •  Faster, cheaper, and more reliable with a Dev‑Ops‑ready data center
  •  Istanbul‑based hybrid cloud provisioning
  •  Using ServiceNow to track cloud resources in a self‑service offering
  •  Automated provisioning of servers in minutes…and more

Check out why you should attend if you’re interested in managing cloud sprawl

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Gain complete portfolio visibility and align better to the business with our Take Control of Your Apps, Projects, and Financials track, offering 36 sessions including:

  •  Roadmaps and vision
  •  Establishing an ERP for IT
  •  Connecting strategies and goals to deliver high value
  •  Reporting and analyzing profit margins across your portfolio
  •  Delivering 100% cost transparency to the business
  •  How to deliver agile every two weeks…and more

Check out why you should attend if you’re interested in taking control of your apps, projects and financials

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Optimize performance and prioritize resources with our Real‑Time Performance Analytics track, offering 29 sessions including:

  •  Quit driving with just a rear‑view mirror
  •  Killing PowerPoint with performance analytics
  •  Driving shared services improvement
  •  Reduce workload and increase proactive planning
  •  Transforming behavior
  •  Vision and roadmap insights

Check out why you should attend if you’re interested in real‑time performance analytics

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Join us at Knowledge17

Learn new ways to work at lightspeed

For Customer Service

You’re looking to resolve customer issues in a more effortless, connected, and proactive way.

Learn

Coming to Knowledge17 means you’ll discover new ways to resolve the root cause of issues and solve problems before customers even realize they have them.

Experience

Hear from companies like Amdocs, Epicor, Broadcom, and TaTa Communications already using ServiceNow to increase customer satisfaction.

Act

Take best practices home with you to change how you deliver customer service.


Learn how to resolve customer issues at lightspeed, with sessions including:

  •  Keynote: Learn how to transform and modernize service for your external customers, partners, and other constituents—leading to greater customer loyalty, reduced costs, and new revenue
  •  How a global business software company consolidated 10+ CRM systems and 50+ portals to a single platform
  •  How a fully connected CRM system allows a global security software company to open customer service tickets 8X faster
  •  How a leading financial services provider increased customer satisfaction by 20%
  •  Automating customer service for a $66B business
  •  Evolution of customer service at a global telecom company
  •  How customer service management assisted a company merger
  •  Providing a next‑generation customer service experience

Check out why you should attend if you’re interested in resolving customer issues at lightspeed 

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Join us at Knowledge17

Learn new ways to work at lightspeed

For Human Resources

You’re looking to improve service delivery and make the employee service experience more consumer‑like with self‑service portals. Deepak R. Bharadwaj says HR service delivery is the next big thing! Discover market trends & exciting innovation at Knowledge17.

Learn

Coming to Knowledge17 means you’ll discover new ways to make it easier for employees to be employees. 

Experience

Hear from companies like Overstock.com, CHRISTUS Health, and Albertsons and from distinguished HR thought leader Jason Averbook.

Act

Take best practices home with you to get the insights you need to improve your service delivery and employee service experience.


Learn how to make the employee experience more consumer‑like, with sessions on topics including:

  •  Keynote: Learn about the ServiceNow vision for HR service delivery and experience exciting new product innovations that will transform one of your most impactful employee service events—new hire onboarding 
  •  An average of $9.9M in savings, 50% reduction in HR cases, and 30% increase in efficiency handling HR cases can be achieved over 3 years
  •  How a retailer reclaimed 1,000 days per year with automated onboarding
  •  How a health system reduced HR cases by 66%, saving $1M
  •  The future of HR Service Management
  •  Modernizing employee onboarding
  •  Modernizing employee service delivery with consumer‑like experiences
  •  Scaling HR: Shifting from transactional to a single point of engagement for HR requests
  •  Improving employee engagement, productivity, and business efficiency with HR metrics and KPIs

Check out why you should attend if you’re interested in consumerizing the employee experience 

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Join us at Knowledge17

Learn new ways to work at lightspeed

For Security

At Knowledge17, learn how to cut the time it takes to spot a security breach from 270 days to just hours.

Learn

Coming to Knowledge17 means you’ll discover how you can integrate your existing security products into ServiceNow to build an enterprise security response program.

Experience

Hear from customers such as Allianz Life, AMP, CSC, Illumina, LDS Church, and Seton Hall.

Act

Take best practices home with you so you can reduce the average time it takes to spot a breach from 270 days to just hours and the time it takes to research threat intelligence from 45 minutes to as little as 20 seconds.


Discover how you can build an enterprise security response program, with sessions including:

  •  Keynote: Protecting and detecting security threats against your enterprise is baseline—responding to it is the gap companies struggle to fill. ServiceNow is here to help you build an enterprise security response strategy with Security Operations. See this and the latest innovations on threat intelligence sharing. 
  •  Security automation that won't get you fired
  •  AMP: 7 weeks to Security Operations
  •  LDS Church: Vulnerability management in 1 day
  •  Threat Intelligence Sharing: How participation will dramatically improve your security posture
  •  The need for enterprise security response: Introduction to Security Operations
  •  What’s new in Security Operations in Jakarta
  •  Prepare to pen test your ServiceNow instance
  •  Securing the ServiceNow Platform
  •  Understanding built‑in roles: What roles do your developers really need?

Check out why you should attend if you’re interested in resolving your real‑time security threats fast

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Join us at Knowledge17

Learn new ways to work at lightspeed

For Building Business Apps

You’re looking to quickly build business applications to fuel growth and accelerate innovation.

Learn

Coming to Knowledge17 means you’ll learn new ways that lines of business are solving their own problems by building business applications to automate their processes.

Experience

Hear from companies like Intercontinental Exchange/NYSE, PayPal, USPS, Yahoo! and T‑Rowe Price.

Act

Take best practices home with you on how anyone, from the business user to the professional developer, can build their own apps with little to no coding required.

Discover how anyone can build apps on the ServiceNow platform, with sessions including:

  •  The largest association of credit unions ramps up developers in less than 10 days and delivers apps 3X faster
  •  A tax preparation company opened 900 stores in 3 weeks by automating 64,000 tasks
  •  A large law firm automated administrative requests and increased the secretary‑to‑lawyer ratio to 3X the firm’s average
  •  A major US craft brewer automated operations and reduced unplanned downtime by 71%
  •  Why automating "safety" means big bottom‑line savings
  •  Demystifying complex multi‑tiered processes
  •  Custom App Case Study: Business Continuity Plan Generator
  •  The service revolution in state & local government
  •  Centralized business services request management

Check out why you should attend if you’re interested in building business apps for your company 

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Join us at Knowledge17

Learn new ways to work at lightspeed