Knowledge 2021: Biggest takeaways

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May 24, 2021

Knowledge 2021 highlights: biggest takeaways

Knowledge 2021 has been two fantastic weeks of keynotes, panels, and discussions that brought together experts and thought leaders from every industry across the globe. We’ve experienced engaging digital presentations, been inspired by stories of digital transformation, and learned about the incredible power of workflows.

Here are some of the biggest takeaways from the event:

The quest for efficiency is on the rise

This year, attendees were hungry to learn about streamlining operations and boosting efficiency. One of the most popular sessions, AI-powered self-service, covered how virtual agents, dynamic catalogs, and seamless integrations can provide fast resolutions.

At another top session, Accelerate your Performance Analytics journey, attendees got a chance to see how ServiceNow Performance Analytics delivers real-time insight into business performance. This helps organizations proactively optimize business services, improve processes, and align with organizational goals.

Another session focused on how consolidating technology asset management into a single platform can automate the end-to-end IT lifecycle, resulting in cost savings.

Managing IT operations is paramount

Overall, sessions that dealt with IT Operations Management (ITOM) were huge hits. A seamless customer experience for IT service providers revealed how Alphaserve Technologies implemented Customer Service Management, IT Service Management, and ITOM to enhance service to its clients.

During A fail-safe approach for implementing ITOM Health session, attendees learned the do's and don’ts of ITOM Health implementation, including how to provide a better return on investment for the organization and its customers.

Attendees were also excited to learn about What’s new in ITOM and CMDB as part of the Quebec release. A related session showcased the Service Catalog creation UX. In today's post-pandemic world, the Service Catalog is one of the most common ways employees and customers request services from your business.

Industries can unlock workflow digitization

Industry-specific digital transformation solutions are solving some of the greatest challenges businesses and society face today—and improving experiences and outcomes. The head of AI and digital service management at Siemens shared about the manufacturer’s journey to improve productivity and user experience.

In healthcare and life sciences, patients are demanding a consumerized experience with better engagement. Organizations are striving to supply that demand and streamline processes at the same time. Life sciences company Capgemini discussed how it scaled patient success for clinical trials and achieved 95% patient satisfaction.

Global vaccination efforts are accelerating

ServiceNow Vaccine Administration Management (VAM) is helping to make COVID-19 vaccines more accessible around the world. NTT Data is providing a vaccine management solution built on our Customer Service Management solution. IBM Digital Health Pass is working with ServiceNow to mobilize citizens with vaccine data. And NHS Scotland is using ServiceNow to support its citizens in the fight against COVID-19.

A safe return to the workplace is top of mind

Uber talked about how it reopened offices while keeping employees safe with help from ServiceNow. Canadian utility company ENMAX implemented a health screening process and successfully managed hotel workspace reservations for more than 2,200 employees and contractors.

Manufacturer General Mills shared about its journey to understand the impact of COVID-19 on its workforce and then take action to support employees in need while keeping the business on track. And Northeastern University explained how it found a way to open safely and offer students a normal campus experience rather than a virtual one using the Safe Workplace Suite.

"Across every industry, the Now Platform is workflowing solutions that make work and life better for people. The world works with ServiceNow." Bill McDermott, CEO, ServiceNow

Workflows transform the world

Throughout the event, industry experts in everything from manufacturing to healthcare delivered keynotes meant to set the stage for discussions to come. The Creator Workflows keynote showcased how ServiceNow customers are building mission-critical, low-code apps and scaling their delivery beyond IT with citizen development. The Customer Workflows keynote demonstrated how connecting customer operations drives a great end-to-end customer experience.

At the government keynote, experts talked about how AI and machine learning (ML) technologies are expanding across the public sector landscape. As a result, normalized data now allows for full automation of lower-level processes while enhancing human decision-making at the higher levels, driving rapid transformation.

During the financial services keynote, speakers discussed the impact of the pandemic on the industry. Nearly a year later, financial institutions remain at the heart of the crisis, which has necessitated a shift to digital services, powered by workflows.

As CEO Bill McDermott shared in the opening keynote, “Across every industry, the Now Platform is workflowing solutions that make work and life better for people. The world works with ServiceNow.”

Thank you for joining us at Knowledge 2021. For more highlights from the event, follow us on Twitter at @Know365 and at #Know21. If you missed anything, sessions are still available until October 2021.

Save the date! Knowledge 2022 will be May 1-5.

ServiceNow, the ServiceNow logo, Now, and other ServiceNow marks are trademarks and/or registered trademarks of ServiceNow, Inc. in the United States and/or other countries. Other company names, product names, and logos may be trademarks of the respective companies with which they are associated.


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