2024 Cincinnati Snug Agenda | October 24, 2024

[Liz Roth]

We are pleased to announce the tentative agenda for the 2024 Cincinnati Snug and Pre-Snug Workshop, taking place on Thursday, October 24th at MadTree Brewing Company.

Register here!

Cincinnati Snug Agenda (subject to change):

9:00am – 9:10am | Workshop Check in 

9:30am – 11:50 am | Optional Hands-On Lab: Now Assist for ITSM Powered by GenAI  | Michael Slabodnick & Maria Gabriela Waechter

Responsive IT service is how best-in-class companies equip their workforce with the resources they need to reach their potential. And AI is set to revolutionize IT service delivery by upgrading self-service quality, improving agent support, streamlining the admin experience, and creating the knowledge base that organizations can use to drive continual improvement in their support processes.

During this complimentary 1-day in-person workshop, you’ll experience firsthand how Now Assist for ITSM combines the power of GenAI with ServiceNow’s longstanding strength in workflow automation. ServiceNow experts will share their insights on how you can make better IT service the catalyst for ongoing innovation. Join us to discover how you can:

• Empower employees to solve common problems and get answers fast
• Deflect requests and automate work to lower service costs
• Reduce manual work for agents before and after calls
• Generate supporting knowledge content automatically
• Streamline admin experiences

12:00pm – 12:15pm | SNUG Check-In and Registration

12:15pm – 12:30pm | Welcome & Agenda Review | Lara El-Ghazal

12:30pm – 1:15pm | What’s New in ServiceNow Xanadu Release | Scott Fiscus  

ServiceNow has once again impressed us with the Xanadu release. In this session, we'll explore some of our favorite upgrades from this new release and what they entail.

1:15pm – 1:45pm | Partner Presentation: Delivering Great Customer Experiences While Reducing Costs | ProV Team

To streamline service management across its 3,000 locations, Chipotle partnered with ProV International to implement a custom solution integrating Field Service Management (FSM), Customer Service Management (CSM), Enterprise Asset Management (EAM), and Vendor Management.

1:45pm – 1:55pm | Networking Break

1:55pm – 2:15pm | Customer Presentation: 5/3 Bank: IT Service Desk Conversion | Nisha Ayer

5/3 Bank competed their successful IT Service Desk project in June 2024. They will share their journey including how they managed to implement: Interactions, Virtual Agent, Chat, Knowledge Management, Hardware and Software Workflows.

2:15pm – 2:45pm | GenAI for Developers: Creator Pro Plus | Chris Bennett

Now Assist for Creator is a powerful tool that revolutionizes the app platform experience by enhancing productivity and efficiency during the app development lifecycle. In this session, we’ll discuss how Now Assist for Creator significantly reduces app development time, improves productivity, and creates seamless coding experiences.

2:45-2:55pm | Networking Break

2:55 – 3:25 pm | A Gateway to Enhanced Employee Services | Mike Brewer

In this session, we’ll show you how you can provide seamless employee service experiences wherever work gets done.

3:25pm – 3:30pm | Wrap Up + Raffle Prizes

3:30pm – 4:30pm | Networking Reception