London is the next stop - but get a sneak peek at Knowledge! See below for sessions, labs and keynotes that include London capabilities. Go to the session catalog to schedule a spot in a session or lab. And visit the ServiceNow Pavilion and Developer Hub (DevHub) to have in-depth conversations with product experts about London and more.
Session titles are subject to change. Please reference the session ID for the most up-to-date information.
TUESDAY, MAY 8, 2018
____
EXPO HALL
10:30 am – 7:00 pm
SERVICENOW PAVILION AND DEVHUB
Visit the ServiceNow Pavilion and DevHub to ask about London. Be sure to get your limited-edition London pin before they run out! First come, first served.
____
INTELLIGENT APPS
1:30 pm – 3:30 pm / CCW0468
BUILDING YOUR FIRST INTEGRATIONHUB SPOKE
Flow Designer and IntegrationHub come with a series of out-of-box collections of actions called “Spokes”, but did you know that you can build your own? In this workshop, you will build an IntegrationHub Spoke from scratch and you will leave with a fully functioning, self-contained, shareable application that makes API calls to a 3rd party service.
____
3:50 pm – 5:50 pm / CCW1358
ADVANCED TECHNIQUES FOR CREATING HIGH USABILITY CHATBOT CONVERSATIONS
This workshop will cover advanced features in the ServiceNow platform for creating high usability chatbot conversations.
____
IT
10:30 am – 11:20 am / BRE1388
ITBM ROADMAP: THE FUTURE OF THE BUSINESS MANAGEMENT OF IT
Join our Product Management team for a rapid-fire tour of all the roadmap plans for all the components of the ServiceNow IT Business Management product.
____
3:50 pm - 4:40 pm / BRE1407
MAJOR INCIDENT MANAGEMENT
Come learn about ServiceNow's latest release for Major Incident Management. Attendees will get a look at how ServiceNow has created a more defined process and a single pane view for responding to and following up on major incidents. We'll highlight customer feedback that inspired these changes, and attendees will get a live demonstration of how powerful these improvements can be.
____
10:30 am – 12:30 pm / LAB1405 (repeats Thursday 1:30)
SOFTWARE ASSET MANAGEMENT: GET HANDS ON WITH WHAT’S NEW IN LONDON
This hands-on lab is for Software Asset Management users who have the basics down and are looking to explore exciting new capabilities that will be available in London.
____
10:30 am – 12:30 pm / LAB0240 (repeats Tuesday 3:50)
UP YOUR GAME WITH MAJOR INCIDENT MANAGEMENT
Join us to learn how to effectively manage Major Incidents and get the appropriate people engaged quickly when they occur. We will review best practices as well as tips and tricks on how to configure the ServiceNow platform to support them. Learn how to leverage notifications and workflow to engage stakeholders and learn other ways to leverage ServiceNow to manage, collaborate and track major issues.
____
1:30 pm – 3:30 pm / LAB0341 (repeats Wednesday 3:50)
USING EVENT MANAGEMENT AND FLOW DESIGNER TO PERFORM ALERT DRIVEN ACTIONS
ITOM Event Management uses Alert Rules to perform actions as a response to alerts. Such actions include creating incidents, linking knowledge articles, and triggering remediation workflows. A new integration in London release enhances Alert Rule capabilities, adding the capability to trigger Flow Designer 'Subflows'. Flow Designer enables easy and flexible authoring of complex filters and new actions.
____
HR
10:30 am – 11:30 am
TOPIC KEYNOTE:
HOW TO MAKE EMPLOYEE EXPERIENCE YOUR COMPETITIVE ADVANTAGE
Deepak Bharadwaj
VP and GM, HR Product Line
The employee journey is made up of both routine daily interactions and pivotal “moments that matter.” Each one is an opportunity for differentiate your organization as a preferred place to work by providing a great employee experience. Join Deepak Bharadwaj, VP and GM, HR Product Line at ServiceNow, along with Raju Vijay, Division GM, Global Digital HR at Nissan and industry thought leaders Josh Bersin and Erica Volini as they explore what it takes to make employee experience your competitive advantage.
____
1:30 pm – 3:30 pm / LAB0284 (repeats Wednesday 3:50)
THE EMPLOYEE SERVICE CENTER AS THE ENTERPRISE PORTAL
Discover how the ServiceNow Employee Service Center provides organizations the ability to provide a “one stop” shop for employees.
____
3:50PM - 5:50PM / LAB0280 (repeats Wednesday 10:30)
LEVERAGING THE ENTERPRISE ONBOARDING AND TRANSITIONS SOLUTION FOR CROSS DEPARTMENTAL PROCESS
In this lab, we are going to show how the Enterprise Onboarding and Transition product can be used to configure a cross-department processes such as Leave Absence and much more.
____
SECURITY
10:30 am – 11:30 am
TOPIC KEYNOTE:
HOW SECURITY ORCHESTRATION, AUTOMATION, AND RESPONSE CAN DRASTICALLY IMPROVE YOUR SECURITY OPERATIONS
Sean Convery
VP and GM, Security and Risk
The workplace of the future is a great place. Technology will provide great employee experiences; artificial intelligence and automation will free people from the drudgery of repetitive work; and seamlessly integrated systems will let employees work the way they want. Everyone has a role in building this future—it’s not just for developers any more. Come find out how you can use the Now Platform™ to build great experiences for your end users, smarter, AI-enabled applications, and seamless integrations.
____
CUSTOMER SERVICE
10:30 am – 11:30 am
TOPIC KEYNOTE:
How to differentiate with amazing customer and agent experiences
Abhijit Mitra
VP and GM, Customer Service Management
Today’s CRM systems are no longer driving increased customer satisfaction or cost reduction. Digitally delivered services and changing customer expectations require new ways to engage customers, connect processes, and fix issues proactively. Join Abhijit Mitra, ServiceNow VP and GM for Customer Service Management, to learn how virtual agents, agent workspaces, and better issue management can differentiate experiences that increase customer and agent satisfaction.
___
INTELLIGENT APPS
2:40 pm – 3:30 pm / CCB0424
BUILDING THE SERVICENOW SLACK APP
In this talk, Roo Harrigan from Slack and Silas Smith from ServiceNow will share how their companies collaborated to create a new pathway for building distributed enterprise apps on the Slack platform. They will also demonstrate how to install and use the new ServiceNow app, available in the London release.
WEDNESDAY, MAY 9, 2018
____
GENERAL SESSION KEYNOTE
8:30 am – 10:00 am
THE ERA OF GREAT EXPERIENCES:
DELIVERING GREAT EMPLOYEE AND CUSTOMER EXPERIENCES AT WORK
CJ Desai
Chief Product Officer
Join CJ Desai, ServiceNow Chief Product Officer, and his team to learn about the future of work. See how automation, artificial intelligence, and real-time collaboration are changing the game—and how you can take advantage of this technological shift. You’ll discover how ServiceNow products and technologies like Agent Intelligence, Agent Workspace, Mobile UX, and the Now Platform™ will dramatically change the way employees work across IT, HR, customer service, and security.
____
EXPO HALL
10:30 am – 5:00 pm
SERVICENOW PAVILION AND DEVHUB
Visit the ServiceNow Pavilion and DevHub to learn about London. Be sure to get your limited-edition London pin before they run out! First come, first served.
____
INTELLIGENT APPS
10:30 am – 12:30 pm / CCW1067
A WALKTHROUGH ON BUILDING AND DEPLOYING A CHATBOT ACROSS MULTIPLE CHANNELS
This workshop will cover the full lifecycle of designing, configuration and deploying a chatbot. Participants will be provided a hands-on experience starting from an example customer service use case.
____
10:30 am – 12:30 pm / CCW1112
LIVE CODING: BUILDING AN INTEGRATION WITH POWERSHELL
ServiceNow developers show you the ins and outs of using the IntegrationHub and PowerShell. We will show you best practices for Spoke development in the context of a real-world problem. Join this session to learn how to use PowerShell and to see how we built the SCCM IntegrationHub Spoke. This session will also teach you how to design spokes that are ready for Store Certification.
____
IT
1:30 pm – 2:30 pm
TOPIC KEYNOTE:
HOW TO RUN IT IN THE ERA OF GREAT EXPERIENCES
Farrell Hough
VP and GM, ITSM, ITBM and ITAM
We have entered the “era of experience,” where competitive advantage depends on delivering seamless experiences for employees and customers alike. But IT is still buried under day-to-day service operations, making the transition to this new era seem impossible. Let Farrell Hough, ServiceNow VP and GM for ITSM, ITBM, and ITAM and Donna Woodruff of Cox Automotive take you on their journey to this new era. You’ll see exciting new fulfiller and customer experience demonstrations and learn how to plan, build, operate, and optimize IT for the era of great experiences at work.
____
11:40 am – 12:30 pm / BRE1310
WHAT'S NEW IN EVENT MANAGEMENT KINGSTON AND LONDON
In this session, led by EM Product Manager, R&D will uncover all the new and exciting features we introduce into event management as part of Kingston and London releases.
____
2:40 pm – 3:30 pm / BRE1404
ITSM ROADMAP
Join the ServiceNow product team for an introduction to the ITSM product roadmap, which includes exciting innovations in machine-learning, virtual agents, and continual improvement, as well as important enhancements to the core applications and capabilities you depend on today.
____
2:40 pm – 3:30 pm / BRE1393
PERFORMANCE ANALYTICS VISION AND ROADMAP
Join this session to discover how ServiceNow Performance Analytics drives business transformation, helping you work smarter with meaningful, actionable insights that increase workforce efficiency and customer satisfaction.
____
2:40 pm – 3:30 pm / BRE1151
SOFTWARE ASSET MANAGEMENT: WHAT’S NEW IN LONDON
It has been an incredible year for ServiceNow’s Software Asset Management. In this session, you will hear from leaders in the IT Asset Management Business Unit on why our customers see SAM as the next logical step in their ServiceNow journey. New and existing customers should attend this session to get an overview of why SAM on single platform is unique to ServiceNow, what is available today in Kingston and an overview of what is coming in London.
____
2:40 pm – 3:30 pm / BRE1004
WHAT'S NEW IN DISCOVERY AND SERVICE MAPPING
Hear about the new capabilities introduced in the Kingston and London releases for Service Mapping and Discovery as well as the direction of the products moving forward.
____
3:50 pm – 4:40 pm / BRE1232
BENCHMARKS AND CONTINUAL IMPROVEMENT: HOW DO FIT ORGANIZATIONS DRIVE SERVICE EXCELLENCE
How are you measuring the quality of your services? Are you proactively driving service improvements? And are those improvements aligned with your business goals? Whether you are a small business or a Global 2000 enterprise, service excellence is an important goal. Service excellence is achieved through good data-driven insights, regular and structured improvements based on those insights, and sustainable innovation in line with your business strategy. Join this session to see how ServiceNow gives you the power to benchmark your processes and drive measurable improvements and innovation so you continue to march towards service excellence.
____
10:30 am – 12:30 pm / LAB1014
CMDB HEALTH INSIGHTS AND REMEDIATIONS
Learn how to measure the health of your ServiceNow CMDB and how to configure the CMDB Health Dashboard in the London Release.
____
3:50 pm – 5:50 pm LAB0341
USING EVENT MANAGEMENT AND FLOW DESIGNER TO PERFORM ALERT DRIVEN ACTIONS
ITOM Event Management uses Alert Rules to perform actions as a response to alerts. Such actions include creating incidents, linking knowledge articles, and triggering remediation workflows.
____
HR
11:40 am – 12:30 pm / BRE0392
WHAT'S NEW: LONDON RELEASE HR HIGHLIGHTS
In this session, we will be covering the exciting new features within HR Service Delivery in our London release.
____
10:30 am – 12:30 pm / LAB1394 (repeats May 10, 1:30 pm)
CREATING AND DEPLOYING VIRTUAL AGENTS FOR AWESOME EMPLOYEE EXPERIENCES
When something fails, the support team is expected not only to respond quickly and effectively, but also to communicate the status of the response and estimated time to resolution. Email is simply not enough. Join us to learn how to engage with customers through an omni-channel conversational interaction in order to resolve issues without human intervention.
____
10:30AM – 12:30PM / LAB0280
LEVERAGING THE ENTERPRISE ONBOARDING AND TRANSITIONS SOLUTION FOR CROSS DEPARTMENTAL PROCESS
In this lab, we’re going to show how the Enterprise Onboarding and Transition product can be used to configure cross-department processes such as Leave Absence.
____
1:30 pm – 3:30 pm / LAB1123 (repeats Thursday 10:30)
WHAT'S NEW IN LONDON FOR HR SERVICE DELIVERY
With our release of London right around the corner we have over 20+ new features/functionality coming for our HR Service Delivery solution.
____
3:50 pm – 5:50 pm / LAB0284
THE EMPLOYEE SERVICE CENTER AS THE ENTERPRISE PORTAL
Discover how the ServiceNow Employee Service Center provides organizations the ability to provide a “one stop” shop for employees not only to submit requests and see knowledge articles, but also to...
THURSDAY, MAY 10, 2018
____
GENERAL SESSION KEYNOTE
8:30 am – 10:00 am
EVERYONE CAN BUILD GREAT EXPERIENCES AT WORK
Pat Casey
SVP and GM, Platform Business Unit
The workplace of the future is a great place. Technology will provide great employee experiences; artificial intelligence and automation will free people from the drudgery of repetitive work; and seamlessly integrated systems will let employees work the way they want. Everyone has a role in building this future—it’s not just for developers any more. Come find out how you can use the Now Platform™ to build great experiences for your end users, smarter, AI-enabled applications, and seamless integrations.
____
EXPO HALL
10:30 am – 5:00 pm
SERVICENOW PAVILION AND DEVHUB: LEARN WHAT’S NEW IN LONDON!
Visit the ServiceNow Pavilion and DevHub to learn about London. Be sure to get your limited-edition London pin before they run out! First come, first served.
____
INTELLIGENT APPS
1:30 pm – 2:30 pm
CREATORCON KEYNOTE
DEVELOPING INTELLIGENT APPS IN THE ERA OF GREAT EXPERIENCES
Karen Van Der Poel
VP and GM, Future Products
As a ServiceNow developer, you are asked to develop apps for every group. Everything is needed ASAP—but the backlog of apps just keeps growing. Expectations are high, and you need to build apps that do more and deliver better experiences faster than ever. Karel van der Poel, GM & VP Future Products, ServiceNow CTO Allan Leinwand, and other ServiceNow experts will show you how to build faster with Integration Hub and Flow Designer, tap into machine learning with Agent Intelligence and Performance Analytics, and develop amazing experiences using the Virtual Agent SDK—all while making work better for you.
____
10:30 am – 12:30 pm / CCW0550
FLOW DESIGNER & INTEGRATIONHUB LAB
In this session, you will get hands on experience with the Flow Designer & IntegrationHub learning how to build codeless, reusable integration Spokes. You will learn how to leverage the new Connections and Credentials architecture and how to streamline communication with different collaboration services.
____
1:30 pm – 3:30 pm / LAB1394
CREATING AND DEPLOYING VIRTUAL AGENTS FOR AWESOME EMPLOYEE EXPERIENCES
When something fails, the support team is expected not only to respond quickly and effectively, but also to communicate the status of the response and estimated time to resolution. Email is simply not enough. Join us to learn how to engage with customers through an omni-channel conversational interaction in order to resolve issues without human intervention.
____
2:40 pm – 3:30 pm / CCB0843
ROLLBACK AND DATA RECOVERY
How to use Rollback & Recovery, newly accessible in London and used by ServiceNow support for Upgrade Rollback since Helsinki, to recover data lost by errant transactions and scripts.
____
IT
10:30 am – 11:20 am /BRE0614
IMPROVING SERVICE THROUGH VIRTUAL AGENTS & A WALK-UP EXPERIENCE IN ITSM
Learn how you can use a virtual agent to reduce low complexity incident volume, while simultaneously improving end user satisfaction by offering an in-person Walk-Up experience.
____
1:30 pm – 3:30 pm / LAB1405
SOFTWARE ASSET MANAGEMENT: GET HANDS ON WITH WHAT’S NEW IN LONDON
This hands-on lab is for Software Asset Management users who have the basics down and are looking to explore the exciting new SAM capabilities that will be available in London.
____
2:30 pm – 3:00 pm / NTTS1404
ITSM ROADMAP
Join the ServiceNow product team for an introduction to the ITSM product roadmap, which includes exciting innovations in machine-learning, virtual agents, and continual improvement, as well as important enhancements to the core applications and capabilities you depend on today.
____
HR
10:30 am – 11:20 am / BRE0390
PRODUCT ROADMAP: NEW HRSD FEATURES & FUNCTIONS DEEP DIVE
Want to learn more about the ServiceNow HR Service Delivery solution? In this session, hear from the ServiceNow product management team as they provide a deep dive on new features, functionality, and what the future product roadmap holds for you.
____
10:30 am – 12:30 pm / LAB1123
WHAT'S NEW IN LONDON FOR HR SERVICE DELIVERY
With our release of London right around the corner we have over 20+ new features/functionality coming for our HR Service Delivery solution.
____
1:30 pm – 3:30 pm / LAB0283
HOW TO LEVERAGE 'OUT OF THE BOX' HRSD FEATURES/FUNCTIONAILTY TO ACCELERATE YOUR IMPLEMENTATION
In our HR Case Management application, we have introduced a number of new features that can be used to shorten your implementation projects and accelerate the time to value.
____
SECURITY
1:30 pm – 2:20 pm / BRE1308 (repeats Thursday 2:40)
NEW IN LONDON: A FRESH USER INTERFACE, SETUP ASSISTANT, AND MORE!
The London release of ServiceNow introduces new features for Security Operations: a new user interface for Security Incident Response, Setup Assistant, and new additions to Vulnerability Response
____
Start your upgrade planning early by reviewing our Best Practices content on Customer Success Center - Perform ServiceNow Upgrades Quicker and More Effectively - and check the Product Launches Community Forum frequently for more exciting updates coming after #Know18.
