New York Agenda

Great experiences start here

November 13

7:30am - 9:00am

7:30am - 9:00am

Breakfast in ExpoNow

9:00am - 10:30am

General Session Keynote

David Wright

Chief Innovation Officer

ServiceNow

Matt Schvimmer

Vice President Product Management

ServiceNow

Kevin Haverty

Executive Vice President, Worldwide Sales

ServiceNow

10:30am - 5:00pm

ExpoNow open

10:30am - 11:00am

Break

11:00am - 11:45am

Digitally-delivered services are changing customer expectations, requiring new ways to engage customers, connect processes, and fix issues proactively, and today's CRM systems are not keeping up: they are simply unable to drive increased customer satisfaction while also reducing costs. Attend this session to learn how Customer Service Management uses self-service (like chatbots) to help customers quickly solve issues, improves agent productivity with better designed workspaces, and connects customer service to other parts of the organization to drive better customer experiences.

11:00am - 11:45am

Every employee’s journey will be made up of both routine daily interactions and more pivotal “moments that matter.” Each one is an opportunity for organizations to differentiate themselves as a preferred place to work by providing a great employee experience. In this session, discover what it takes to make employee experience your competitive advantage.

11:00am - 11:45am

As security and risk leaders are overwhelmed with data, alerts and new initiatives, Security, Orchestration, Automation and Response (SOAR) and Integrated Risk Management (IRM) technologies promise to help you get the most from your existing staff. But most organizations use email and spreadsheets to manage this work and moving to new tools can seem impossible. Come to this session to learn how to get started with SOAR tools and discover new ways to connect the business, security, and IT with an integrated risk framework.

11:00am - 11:45am

We have entered the Era of Experience. The business you support requires amazing experiences for employees and customers alike to create competitive advantage. But in IT, you are buried under the overhead of day-to-day service operations making the transition to this new era seem impossible. Join ServiceNow to learn more about exciting new fulfiller and customer experiences. You will learn how to plan, build, operate and optimize IT for the Era of Great Experiences at Work.

11:00am - 11:45am

Every organization is investing in digital transformation to improve the way you work. But, transformation requires more than centralization of data. It requires optimized workflows, smarter automation and changes in how you use technology to accelerate your business. But, there is a gap in how quickly change can occur. Find out how you can leverage a platform-first approach to help you transform work, your employee experience and your company.  Join us as we share how the Now Platform accelerates transformation with automation built on cross-enterprise workflows, simple integrations and consumer-like work experiences.

You’ll experience how:

  • The Now Platform provides the foundation for translating your business into a modern digital enterprise
  • To extend packaged ServiceNow solutions, create amazing new employee services and leverage certified applications by our growing ecosystem of ISV partners
  • To leverage Platform Intelligence for identifying real-time analytical insights and improving operational efficiency through machine learning
  • To integrate and automate work across the enterprise through IntegrationHub and Orchestration

11:55am - 12:25pm

Explore new tools and resources dedicated to your success

Our Customer Success Center is the new digital destination for anyone seeking to increase the value and use of ServiceNow. Discover the content, tools, programs, and resources delivering straightforward advice on how to make the most of the Now Platform and our products.

11:55am - 12:25pm

11:55am - 12:25pm

Want to know what’s new in ServiceNow Security Operations? Come to this session for an introduction to the London release plus key use cases that customers are successfully using today. During this session, you will learn how Security Operations makes responding to security incidents and vulnerabilities more efficient, see new features in action, and hear about third-party security products that are integrated with offering.

11:55am - 12:25pm

IT Services and IT Operations are often seen as siloed departments that share little in systems and process. The fact of the matter is, they both share a common goal – to ensure the technology powering the business is running optimally and without interruption to users. Join us in this informative session as we discuss how to combine IT Operations and Service Management to automate common processes, eliminate outages and increase user productivity.

11:55am - 12:25pm

Join us for a closer look into how our customers employ the Now Platform to solve for their specific business problems with enterprise wide solutions. We will take a deeper dive into a few key areas behind the strategy and execution of streamlining our customer’s business processes with the Now Platform. 

12:30pm - 1:45pm

Lunch

2:00pm - 2:30pm

Customer Service Management makes customer engagement effortless, connects customer service to the rest of the company to permanently solve issues, and makes proactive service possible. Attend this session to hear how one of ServiceNow's customers is using Customer Service Management to solve issues faster and drive greater customer satisfaction.

2:00pm - 2:30pm

Accelerating upgrades with automated testing framework, HealthScan, and optimization services

Upgrades can be time consuming – with testing taking the bulk of your time. And customers with significant customizations wonder if they’ll need to start over to upgrade, or if there’s a path forward. Find out how the ServiceNow Automated Testing Framework can cut your testing time down by as much as 80%. And learn how ServiceNow HealthScan can help you determine the “upgradeability” of your instance and how Professional Services can help you roll back customizations that are no longer necessary because of new capabilities in the latest ServiceNow release.

2:00pm - 2:30pm

The London release of ServiceNow brings brand new capabilities to help you accurately tier, continuously monitor and assess your vendors to reduce your risk of a breach or non-compliance. Come to this session to see these new features in action, customer use cases, and why ServiceNow was named a leader in the inaugural Gartner Magic Quadrant for Integrated Risk Management.

2:00pm - 2:30pm

IT is central to the digital transformation of your business but is caught between the needs to deliver innovation to market quickly and the impact of frequent changes to the business and customers. Thankfully, with the right automation solutions, IT has proven it can do both, often without driving up costs overall. We welcome you to this session where you can learn where ServiceNow can be used to increase delivery of innovation, without negative customer impacts or costly uplifts to infrastructure and resources.

2:00pm - 3:10pm

In this lab attendees will create a new application on the Now Platform from the ground up. You’ll be hands-on in defining what data you’ll need, learning how to import data from a simple spreadsheet and constructing the basic components of an application– all without writing a single piece of code. You’ll leave this lab having built your first fully functional application!

Requirements:

  • Bring your laptop & power adaptor
  • Tablet to display digital lab guides

2:40pm - 3:10pm

Solution Provider Sessions

3:20pm - 3:50pm

When problems occur, your customers want fast, stress-free solutions. Are you delivering that today? Customer Service Management speeds resolution times with Agent Intelligence (delivering faster case prioritization, categorization, and assignment with machine learning) and self-service (including automated solutions with the Service Catalog, Communities, and Knowledge Management–all conveniently accessible from the Service Portal). Attend this session to see how to make effortless customer service possible..

3:20pm - 3:50pm

Interested in learning more about the latest digital trends and innovations that are helping ServiceNow reshape the future of HR Service Delivery (HRSD)? In this session, discover how to deliver great employee experiences with new innovative HRSD features within our London release.

This will include a detailed review and demonstration of:

  • Targeted Content Automation
  • Employee Document Management
  • HR AI and Virtual Agent
  • Knowledge Blocks

3:20pm - 3:50pm

Lay the foundation for success

Rolling ServiceNow out to your company is critical to your overall success in meeting your business outcomes.  You need to communicate and train your organization, manage and govern the process, and introduce ServiceNow to your company.  Learn how to use the ServiceNow Adoption toolkit and Champion Enablement content to ensure successful adoption.

3:20pm - 3:50pm

IT just keeps getting better at ServiceNow. The new London release is set to bring simplified user experiences, increased performance and improved productivity across IT and your organization. Join us for this session as we demonstrate the best of the London release in this fast-packed demo session.

3:20pm - 4:30pm

In this lab attendees learn about what it takes to create a compelling user experience. You will learn how to use predefined components to build buttons and links in a friendly user portal. This lab builds on the work done on an application currently in development.

Requirements:​

4:00pm - 5:00pm

ExpoNow networking reception and prize draw

11:00am - 11:45am

As security and risk leaders are overwhelmed with data, alerts and new initiatives, Security, Orchestration, Automation and Response (SOAR) and Integrated Risk Management (IRM) technologies promise to help you get the most from your existing staff. But most organizations use email and spreadsheets to manage this work and moving to new tools can seem impossible. Come to this session to learn how to get started with SOAR tools and discover new ways to connect the business, security, and IT with an integrated risk framework.

11:55am - 12:25pm

Explore new tools and resources dedicated to your success

Our Customer Success Center is the new digital destination for anyone seeking to increase the value and use of ServiceNow. Discover the content, tools, programs, and resources delivering straightforward advice on how to make the most of the Now Platform and our products.

11:55am - 12:25pm

Want to know what’s new in ServiceNow Security Operations? Come to this session for an introduction to the London release plus key use cases that customers are successfully using today. During this session, you will learn how Security Operations makes responding to security incidents and vulnerabilities more efficient, see new features in action, and hear about third-party security products that are integrated with offering.

12:30pm - 1:45pm

Lunch

2:00pm - 2:30pm

Accelerating upgrades with automated testing framework, HealthScan, and optimization services

Upgrades can be time consuming – with testing taking the bulk of your time. And customers with significant customizations wonder if they’ll need to start over to upgrade, or if there’s a path forward. Find out how the ServiceNow Automated Testing Framework can cut your testing time down by as much as 80%. And learn how ServiceNow HealthScan can help you determine the “upgradeability” of your instance and how Professional Services can help you roll back customizations that are no longer necessary because of new capabilities in the latest ServiceNow release.

2:00pm - 2:30pm

The London release of ServiceNow brings brand new capabilities to help you accurately tier, continuously monitor and assess your vendors to reduce your risk of a breach or non-compliance. Come to this session to see these new features in action, customer use cases, and why ServiceNow was named a leader in the inaugural Gartner Magic Quadrant for Integrated Risk Management.

2:40pm - 3:10pm

Solution Provider Sessions

3:20pm - 3:50pm

Lay the foundation for success

Rolling ServiceNow out to your company is critical to your overall success in meeting your business outcomes.  You need to communicate and train your organization, manage and govern the process, and introduce ServiceNow to your company.  Learn how to use the ServiceNow Adoption toolkit and Champion Enablement content to ensure successful adoption.

4:00pm - 5:00pm

ExpoNow networking reception and prize draw

11:00am - 11:45am

Digitally-delivered services are changing customer expectations, requiring new ways to engage customers, connect processes, and fix issues proactively, and today's CRM systems are not keeping up: they are simply unable to drive increased customer satisfaction while also reducing costs. Attend this session to learn how Customer Service Management uses self-service (like chatbots) to help customers quickly solve issues, improves agent productivity with better designed workspaces, and connects customer service to other parts of the organization to drive better customer experiences.

11:55am - 12:25pm

Explore new tools and resources dedicated to your success

Our Customer Success Center is the new digital destination for anyone seeking to increase the value and use of ServiceNow. Discover the content, tools, programs, and resources delivering straightforward advice on how to make the most of the Now Platform and our products.

12:30pm - 1:45pm

Lunch

2:00pm - 2:30pm

Customer Service Management makes customer engagement effortless, connects customer service to the rest of the company to permanently solve issues, and makes proactive service possible. Attend this session to hear how one of ServiceNow's customers is using Customer Service Management to solve issues faster and drive greater customer satisfaction.

2:00pm - 2:30pm

Accelerating upgrades with automated testing framework, HealthScan, and optimization services

Upgrades can be time consuming – with testing taking the bulk of your time. And customers with significant customizations wonder if they’ll need to start over to upgrade, or if there’s a path forward. Find out how the ServiceNow Automated Testing Framework can cut your testing time down by as much as 80%. And learn how ServiceNow HealthScan can help you determine the “upgradeability” of your instance and how Professional Services can help you roll back customizations that are no longer necessary because of new capabilities in the latest ServiceNow release.

2:40pm - 3:10pm

Solution Provider Sessions

3:20pm - 3:50pm

When problems occur, your customers want fast, stress-free solutions. Are you delivering that today? Customer Service Management speeds resolution times with Agent Intelligence (delivering faster case prioritization, categorization, and assignment with machine learning) and self-service (including automated solutions with the Service Catalog, Communities, and Knowledge Management–all conveniently accessible from the Service Portal). Attend this session to see how to make effortless customer service possible..

3:20pm - 3:50pm

Lay the foundation for success

Rolling ServiceNow out to your company is critical to your overall success in meeting your business outcomes.  You need to communicate and train your organization, manage and govern the process, and introduce ServiceNow to your company.  Learn how to use the ServiceNow Adoption toolkit and Champion Enablement content to ensure successful adoption.

4:00pm - 5:00pm

ExpoNow networking reception and prize draw

11:00am - 11:45am

Every employee’s journey will be made up of both routine daily interactions and more pivotal “moments that matter.” Each one is an opportunity for organizations to differentiate themselves as a preferred place to work by providing a great employee experience. In this session, discover what it takes to make employee experience your competitive advantage.

11:55am - 12:25pm

Explore new tools and resources dedicated to your success

Our Customer Success Center is the new digital destination for anyone seeking to increase the value and use of ServiceNow. Discover the content, tools, programs, and resources delivering straightforward advice on how to make the most of the Now Platform and our products.

11:55am - 12:25pm

12:30pm - 1:45pm

Lunch

2:00pm - 2:30pm

Accelerating upgrades with automated testing framework, HealthScan, and optimization services

Upgrades can be time consuming – with testing taking the bulk of your time. And customers with significant customizations wonder if they’ll need to start over to upgrade, or if there’s a path forward. Find out how the ServiceNow Automated Testing Framework can cut your testing time down by as much as 80%. And learn how ServiceNow HealthScan can help you determine the “upgradeability” of your instance and how Professional Services can help you roll back customizations that are no longer necessary because of new capabilities in the latest ServiceNow release.

2:40pm - 3:10pm

Solution Provider Sessions

3:20pm - 3:50pm

Interested in learning more about the latest digital trends and innovations that are helping ServiceNow reshape the future of HR Service Delivery (HRSD)? In this session, discover how to deliver great employee experiences with new innovative HRSD features within our London release.

This will include a detailed review and demonstration of:

  • Targeted Content Automation
  • Employee Document Management
  • HR AI and Virtual Agent
  • Knowledge Blocks

3:20pm - 3:50pm

Lay the foundation for success

Rolling ServiceNow out to your company is critical to your overall success in meeting your business outcomes.  You need to communicate and train your organization, manage and govern the process, and introduce ServiceNow to your company.  Learn how to use the ServiceNow Adoption toolkit and Champion Enablement content to ensure successful adoption.

4:00pm - 5:00pm

ExpoNow networking reception and prize draw

11:00am - 11:45am

Every organization is investing in digital transformation to improve the way you work. But, transformation requires more than centralization of data. It requires optimized workflows, smarter automation and changes in how you use technology to accelerate your business. But, there is a gap in how quickly change can occur. Find out how you can leverage a platform-first approach to help you transform work, your employee experience and your company.  Join us as we share how the Now Platform accelerates transformation with automation built on cross-enterprise workflows, simple integrations and consumer-like work experiences.

You’ll experience how:

  • The Now Platform provides the foundation for translating your business into a modern digital enterprise
  • To extend packaged ServiceNow solutions, create amazing new employee services and leverage certified applications by our growing ecosystem of ISV partners
  • To leverage Platform Intelligence for identifying real-time analytical insights and improving operational efficiency through machine learning
  • To integrate and automate work across the enterprise through IntegrationHub and Orchestration

11:55am - 12:25pm

Explore new tools and resources dedicated to your success

Our Customer Success Center is the new digital destination for anyone seeking to increase the value and use of ServiceNow. Discover the content, tools, programs, and resources delivering straightforward advice on how to make the most of the Now Platform and our products.

11:55am - 12:25pm

Join us for a closer look into how our customers employ the Now Platform to solve for their specific business problems with enterprise wide solutions. We will take a deeper dive into a few key areas behind the strategy and execution of streamlining our customer’s business processes with the Now Platform. 

12:30pm - 1:45pm

Lunch

2:00pm - 2:30pm

Accelerating upgrades with automated testing framework, HealthScan, and optimization services

Upgrades can be time consuming – with testing taking the bulk of your time. And customers with significant customizations wonder if they’ll need to start over to upgrade, or if there’s a path forward. Find out how the ServiceNow Automated Testing Framework can cut your testing time down by as much as 80%. And learn how ServiceNow HealthScan can help you determine the “upgradeability” of your instance and how Professional Services can help you roll back customizations that are no longer necessary because of new capabilities in the latest ServiceNow release.

2:00pm - 3:10pm

In this lab attendees will create a new application on the Now Platform from the ground up. You’ll be hands-on in defining what data you’ll need, learning how to import data from a simple spreadsheet and constructing the basic components of an application– all without writing a single piece of code. You’ll leave this lab having built your first fully functional application!

Requirements:

  • Bring your laptop & power adaptor
  • Tablet to display digital lab guides

2:40pm - 3:10pm

Solution Provider Sessions

3:20pm - 3:50pm

Lay the foundation for success

Rolling ServiceNow out to your company is critical to your overall success in meeting your business outcomes.  You need to communicate and train your organization, manage and govern the process, and introduce ServiceNow to your company.  Learn how to use the ServiceNow Adoption toolkit and Champion Enablement content to ensure successful adoption.

3:20pm - 4:30pm

In this lab attendees learn about what it takes to create a compelling user experience. You will learn how to use predefined components to build buttons and links in a friendly user portal. This lab builds on the work done on an application currently in development.

Requirements:​

4:00pm - 5:00pm

ExpoNow networking reception and prize draw

November 13

7:30am - 9:00am

7:30am - 9:00am

9:00am - 10:30am

David Wright

Chief Innovation Officer

ServiceNow

Matt Schvimmer

Vice President Product Management

ServiceNow

Kevin Haverty

Executive Vice President, Worldwide Sales

ServiceNow

10:30am - 5:00pm

11:00am - 11:45am

We have entered the Era of Experience. The business you support requires amazing experiences for employees and customers alike to create competitive advantage. But in IT, you are buried under the overhead of day-to-day service operations making the transition to this new era seem impossible. Join ServiceNow to learn more about exciting new fulfiller and customer experiences. You will learn how to plan, build, operate and optimize IT for the Era of Great Experiences at Work.

11:55am - 12:25pm

Our Customer Success Center is the new digital destination for anyone seeking to increase the value and use of ServiceNow. Discover the content, tools, programs, and resources delivering straightforward advice on how to make the most of the Now Platform and our products.

11:55am - 12:25pm

IT Services and IT Operations are often seen as siloed departments that share little in systems and process. The fact of the matter is, they both share a common goal – to ensure the technology powering the business is running optimally and without interruption to users. Join us in this informative session as we discuss how to combine IT Operations and Service Management to automate common processes, eliminate outages and increase user productivity.

12:30pm - 1:45pm

2:00pm - 2:30pm

Upgrades can be time consuming – with testing taking the bulk of your time. And customers with significant customizations wonder if they’ll need to start over to upgrade, or if there’s a path forward. Find out how the ServiceNow Automated Testing Framework can cut your testing time down by as much as 80%. And learn how ServiceNow HealthScan can help you determine the “upgradeability” of your instance and how Professional Services can help you roll back customizations that are no longer necessary because of new capabilities in the latest ServiceNow release.

2:00pm - 2:30pm

IT is central to the digital transformation of your business but is caught between the needs to deliver innovation to market quickly and the impact of frequent changes to the business and customers. Thankfully, with the right automation solutions, IT has proven it can do both, often without driving up costs overall. We welcome you to this session where you can learn where ServiceNow can be used to increase delivery of innovation, without negative customer impacts or costly uplifts to infrastructure and resources.

3:20pm - 3:50pm

Rolling ServiceNow out to your company is critical to your overall success in meeting your business outcomes.  You need to communicate and train your organization, manage and govern the process, and introduce ServiceNow to your company.  Learn how to use the ServiceNow Adoption toolkit and Champion Enablement content to ensure successful adoption.

3:20pm - 3:50pm

IT just keeps getting better at ServiceNow. The new London release is set to bring simplified user experiences, increased performance and improved productivity across IT and your organization. Join us for this session as we demonstrate the best of the London release in this fast-packed demo session.

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