Knowledge 2022 New York sessions!
Knowledge time is here again! Come hang out with us at New York City on May 11th and 12th - it’s going to be a blast. Today I wanted to show you some sessions that are going on live in New York that you should definitely visit if you’re on site!
I’ll be highlighting sessions featuring women speakers that you need to watch. If you can’t make it, be sure to check out the digital versions of these sessions as well.
(We are still trying to figure out the details for our women-only WomenNow meetup, so stay tuned and follow us on our social media to stay up to date on that.)
(ﾉ◕ヮ◕)ﾉ*:･ﾟ✧ Hack Your Environment To Work For You ✶✩
Speaker: Maria Gabriela Ochoa Perez Waechter
Did you know you can use emojis in ServiceNow scripts? (¬‿¬ )
Developing is understanding, solving, and improving both yourself and your code. I have struggled and achieved success in many ways on the rocky road to becoming a developer. I will share my experience thriving in an environment dominated by neurotypical expectations and processes, habits that I adhere to, and what I do when those coping skills don't work out. (60% of the time they work all the time) If you are a visual person like me, I'll even have tips on how I made giant blocks of code easier to work with!
Achieving Integration Objectives During A Merger: Learnings From BMS And Celgene
Speakers: Latha Kethineni, David Goodwin
Learn how Bristol Myers Squibb leveraged the timing of their Celgene merger and IT integration as an opportunity to implement a global ITSM framework – resulting in the reduction of technical debt and new foundational capabilities to jump start their journey toward a common service data model (CSDM). See how the ITSM framework enabled data-based decision making around strategy, planning, developing, troubleshooting, root cause analysis, and executing changes, as well as improved IT business operations through Service Portfolio Management.
Building A Transformational "Workforce Of One" Vision At Paramount
Speakers: Mimi Brooks, Stuart Winchester
Hear from Paramount and Logical Design Solutions, as they take you through how Paramount built an enterprise employee experience to support their "Workforce of One" strategy. By intrinsically linking and aligning the business transformation strategy, design, and implementation of a new operating model, Paramount was able to successfully design and deliver a digital way of work with ServiceNow.
CMDB To CSDM And Beyond: A Finance Of America Companies' Journey
Speakers: Meghan Sander, Tejaswini Raju, Greg Weber
Join us for Finance of America Companies' (FOAC) journey adopting the Now platform! We will detail how FOAC went from an untrusted Configuration Management Database (CMDB) without a well-defined Configuration Management process/team in place to following the Common Service Data Model (CSDM) to gain trust and continued adoption of the Now platform. We will show you how we used Vulnerability Response and the ITOM Health use cases to drive CMDB initiatives. See how we leveraged the CMDB Implementation Blueprint, CMDB Health Dashboard, Service Graph Connectors, and more.
Capital Blue Cross Modernizes The IT Experience With New Service Catalog
Speakers: Tracie Hockman, Beverly Kolch
Looking to modernize their Service Center, Capital Blue Cross transitioned from their legacy Service Catalog application and manual processes over to ServiceNow. This huge 'lift and shift' was a pivotal transformation that involved moving 300 service requests and two attached integrations. Capital Blue Cross' new Service Portal delivers a modern, automated IT experience that raises the bar for service. This success has prompted the organization to accelerate its entire ServiceNow roadmap to adopt other platform areas that further optimize their technology for a better customer experience.
Center Of Excellence + Automation: A Safe And Agile Formula To Success
Speakers: Maheshwari Manokaran, Said Boumedien, Ramiro Rodriguez
When the ESM project was born in Schlumberger, the Center of Excellence (COE) was formed with one objective in mind: Ensure a safe and agile process to guarantee quick deployment at a virtually zero error rate. To achieve this, we designed and automated a code promotion process that allows us to schedule, test, review, and optimize every single code promotion going to production via automation, ensures system stability and platform health at no expense of agility, and enables development cadence, allowing us to deploy more features, more changes, and more capabilities at no expense of quality or availability.
CreatorCon Keynote
Speakers: Maria Gabriela Ochoa Perez Waechter, Pat Casey, Marcus Torres
Join us in this double feature of cool tech and developer success stories! This live keynote features Marcus Torres showing off the latest innovations in ServiceNow’s application development platform and giving us a sneak peek on the roadmap. We also explore the professional path of two accomplished developers and the role ServiceNow had in their career success. Pat Casey shares some important lessons learned throughout his decades-long developer career and Maria Gabriela Ochoa Perez Waechter tells us how becoming a ServiceNow developer changed her life.
Defending and reducing the risk of evolving cyber threats
Speakers: Alison Musci, Joe Quigg
Enterprises across a variety of industries have had to address threats such as Ransomware, Log4j, and SolarWinds more in the last year than ever before. The panel will discuss how organizations are quantifying and reporting to CEOs and Boards on the risk of these threats and the approaches used to provide continuous monitoring and remediation.
Dev-Ternships: The Best Way To Grow Your ServiceNow Team
Speaker: Sharon Barnes
Is your company struggling to find the talent you want? Learn how I built an internship program to grow precisely the talent we needed. While at NuAxis Innovations, we searched for passionate individuals who were eager to learn and great at communicating. To supplement hiring experienced developers, I started a Dev-ternship. During 12-weeks, interns gained the skills to become ServiceNow Developers. Weekly lessons combined hands-on experience with mentorship and classes. I will tell you everything you need to know to get your program started and avoid the hiccups we encountered along the way.
Driving Seamless HR Operations At Ryder System
Speaker: Galyna Kruglov
Hear how Ryder System standardized HR case management processes across all their regions to significantly reduce HR service costs and make HR services available 24x7. Prior to using ServiceNow, the organization had disparate HR operations across multiple divisions, creating inconsistent services and a disappointing employee experience. With ServiceNow, Ryder System implemented a user-friendly employee service portal, automated HR processes, and integrated with Workday - boosting productivity and the quality of HR services delivered.
Employee Portal: How Could One Help Your Business
Speakers: Kephanie Landess, Robert Bailey
Discuss how companies are deploying internal and external employee portals to speed along the employee journey while maximizing retention and satisfaction.
Facing Escalating Cyber Threats With Confidence
Speakers: Barbara Kay, Howard Berkis
Join this thought leadership session to learn the wisdom and best practices for security operations and engineering at Jefferies, a leading investment banking and capital markets, asset management, and direct investing firm. Topics include: cross-organizational collaboration, standards like MITRE ATT&CK, and the ongoing challenge of retaining and maintaining morale for cyber talent.
Finance Of America Success: The Journey Continues
Speaker: Meghan Sander
FOAC has recently broken ground in almost every space the ServiceNow platform offers. This session covers the second part of the FOAC journey, including a retrospective on previous implementations, success in launching new products, and tips for sharing the possibilities within your own organization.
Financial Services Operations Product Strategy And Roadmap
Speaker: Tammi Shapiro
In 2022, Financial firms will win by reinventing themselves and by creating operational excellence that delivers frictionless client experiences. Join us to learn how to reduce customer effort, delays, and duplication of effort across the front, middle, and back offices. Make every customer interaction one that contributes to the next sale or relationship expansion.
Governance And Visibility In A Dash
Speaker: Jane Stone
Using dashboards to enforce process governance and provide cross-enterprise and cross-process visibility, how do you provide enterprise consistent visibility and process governance in a non-authoritarian environment with dispersed roles? This was the challenge that we faced at AbbVie. Our solution was to use a carefully constructed collection of persona-based dashboards to meet this need. I will share with you the thought process and strategy behind the dashboards, give you a sneak-peak into what they look like, and reflect on what went well and what we could have done better.
How Observability For Cloud-Native Apps Broke ITOps And What We're Doing About It
Speaker: Sachi Shah
Organizations adopt cloud-native architectures in order to give DevOps teams the freedom to work independently and make their own decisions. Sometimes it works too well! The rapid change and bottom-up decision-making in cloud-native engineering orgs can destabilize the customer experience and fragment observability across the enterprise. Lightstep recently joined ServiceNow and provides observability for planet-scale apps like Spotify and GitHub. In this session, find out how to get best-of-breed cloud-native observability that’s built to enhance your IT Ops foundations, not silo them.
How To Avoid Causing Skipped Records
Speaker: Kimberley Reverman
Do you catch yourself saying, “There has got to be a way to avoid causing skipped records in the first place”? If you answered “yes”, come see how Texas A&M University's ServiceNow developers made the OOTB records visually recognizable and how we turned our support focus from reactive to proactive just by adding a splash of color. Kim Reverman will share a simple script and field styling that make ServiceNow created records visually unique from customer-created records, allowing for quick and easy decisions before causing another skipped record.
Intro To ServiceNow Impact
Speakers: Marcy Paterson, Aaron Fulkerson
Accelerate time-to-value with ServiceNow Impact. With a first-of-its-kind value acceleration solution, you can personalize your value experience, speed digital transformation results, and amplify your in-house expertise. This session will introduce ServiceNow Impact and how it can start making an impact on your business fast.
Journey From Zero To One: Configure, Build, And Deploy Using AES And AEMC
Speakers: Brooks Hawkins, Jina Li
In this session we will take you on the journey of deploying your first app into production using App Engine Studio. Along the way you will learn how to install and configure AES, set up a deployment pipeline, create development guardrails using delegated development, deploy an application from one instance to another, and monitor application status using App Engine Management Center. Your instructors come from Creator Workflows Product Management and have all the inside App Engine Studio tips and tricks, so bring on the questions! This is the most important session you will attend this year!
Keeping The Customer As The Focus In Digital Transformation
Speaker: Hannah Datz
Discuss how you are bringing the power of the whole company to serve the customer. We'll discuss how successful businesses are bringing the back-office closer to the front office with digital transformation designed to meet changing market demands and serve customers.
Leveraging User Experiences To Accelerate AI Adoption
Speakers: Jessa Anderson, Marcelle Goodsell
We know that your roadmaps likely include automation and artificial intelligence (AI) – but it can be daunting to get started. We will share insights gleaned from over 40 ServiceNow customer experiences setting up various ServiceNow AI solutions that you can apply to help accelerate AI adoption in your organization. Based on customer conversations, we will share recommendations and tips to help set you up for success, including the importance of stakeholder support, the role of data, starting small with pilots, and building trust with end users!
Making The World Of PepsiCo A Better Place To Work With ServiceNow
Speakers: Debbi Francl, Amedeo Guarraci
Over the last two years PepsiCo has embarked on a global HR Service Delivery redesign and Global Business Services implementation around the world. Leveraging ServiceNow's enterprise suite of solutions, PepsiCo has been able to help keep employees safe, connected, and engaged by providing tools, information, and resources– no matter how or where they work. In this session, you will hear from Amedeo Guarraci, VP of HR Operations and Shared Services, about the challenges and the success of their journey – and what lies ahead for this thought-leading organization.
Mission Possible: How HCA Is Reducing The Burden For Clinicians And Patients
Speakers: Kristy Ewton, Lynn Mullis-Timmons, Tracy Tallman
The burden of reporting issues to the right areas (IT, building maintenance, biomed, etc.) has traditionally been the responsibility of users of those services. HCA is on a mission to reduce the burden on its users, specifically clinicians and patients, while working to get the issues to the correct service lines for resolution using new workflows for Facility Supply Chain and Mobile Medical equipment rental requests. Come see our journey and where we are going next.
NASA: Customer Journey With Interos And ServiceNow
Speakers: Jennifer Bisceglie, Kanitra Tyler
In this session, we will discuss the strategic imperative for supply chain, multi-risk management and how utilizing AI, machine learning, and software integration can deliver trust and transparency across the supply chain. The session features a fireside chat with Interos CEO Jennifer Bisceglie and Kanitra Tyler, Program Manager, Office of the Chief Information Officer, NASA Headquarters.
One Flow To Rule Them All
Speaker: Carleen Carter
Join Certified Master Architect Carleen Carter as she guides you through creating a dynamic data-driven flow that can handle approvals, tasks, and more. Coupled with a data lookup table this flow can be used on multiple catalog items, allowing you to scale your catalog quickly, efficiently, and with consistency. Along the way, we will cover best practices on how to build for scalability and delegated administration, all using low and no-code solutions. You’ll come away with a great foundation for your next Service Catalog project!
Proactive Support, A Critical Step In The XaaS Transformation Journey
Speakers: Barbara Gonzalez, Liah Vazana
NICE, a leader in customer service and contact center as a Service, has embarked on a cutting-edge XaaS transformation journey. Its approach seamlessly transitions its enterprise customers from a premise-based operating model to a full “as-a-service” consumption model that prioritizes business outcomes, customer success, and value realization. With the ServiceNow platform, NICE is providing customers the effortless and proactive care they expect by closing the gap between front and back-office processes. Join us to learn more about the company’s journey and its transformation success.
Product Lab Insiders: Influencing ServiceNow Products And Experiences
Speaker: Anjelica Mationg
Are you interested in helping us create and improve ServiceNow’s products? Come learn about our exclusive Product Lab Insider program, your opportunity to share your expertise. Provide input on early design concepts and test our products to ensure seamless usability. During this session, I will describe the perks of being a Product Lab Insider and share an example of how our members have influenced the direction of the Now Platform. This is your chance to inform product strategy and customer experiences so we can create the best experiences for you and your team!
Safely Uniting People And Places With ServiceNow And The Commons Project
Speakers: Julia Blumenstyk, Christopher Burns
As the world’s vaccination rates continue to increase and people begin to gather in groups, the challenge of verifying the validity of a person’s vaccination status persists. Up to now, many organizations have relied on inefficient, manual processes to verify vaccination status. Some organizations have hired hundreds of contract workers to manually validate vaccination status. ServiceNow and The Commons Project are partnering to provide organizations with a reliable, easy, fast, and secure solution to validate vaccine information.
Simplifying Employee Experiences With A Centralized Destination For HR
Speaker: Tiffany Clark
S+P Global is unifying experiences for its 23,000 employees with a modern, employee experience portal. To date the company has increased self-service by 30% and improved case resolution by 15%. Tune into this session with Tiffany Clark, Global Lead, People Services, to hear how they consolidated disjointed legacy tools and integrated their core HCM Workday into ServiceNow.
Starting Your Next Experience Journey
Speaker: Amanda Joslin
You've seen the amazing new Next Experience, and you want to be able to take advantage of it. But you also wonder how this change will impact your business services and most importantly your end users. Don't fret! This session will cover the different components of Next Experience, how they all work together, and how you can approach the overall experience migration project for your organization. We will lay out the outline for your path to success!
Student Experience
Speaker: Shannon Cobourn
More than ever, educational institutions are focused on meeting the modern needs of students to drive institutional success. Having insight into the student journey and automating mundane tasks to free up time for the most critical touchpoints are crucial in driving a personalized and competitive engaging experience. Join this session as we share ideas on improving student success.
The Power Of The Now Platform For Field Service
Speaker: Beth Colehower
ServiceNow's Field Service Management (FSM) is built on the Now Platform, and is designed to help you strengthen every element of your field service operations. It makes work easier and better for everyone—managers, dispatchers, field workers, third-party contractors, and cross-functional teams. Using process automation, AI, and low-code tools, FSM enables you to work in new ways, and evolves with your changing needs. Learn how companies are delivering outstanding, frictionless field service experiences to customers and employees with ServiceNow.
Twilio: Our Evolution From “Just An IT Tool” To A 35-Team Enterprise Platform
Speakers: Holly Chase, Jenny Yang
In December 2019, Twilio rolled out ServiceNow for IT ticket intake, with employees viewing it as “just an IT tool”. Since then, Twilio’s workforce grew by 156%, forcing an immediate focus on “getting better as we scale” and allowing us to show where ServiceNow shines! In the last two years, we added the HRSD module, and onboarded more than 35 teams across the ITSM and HRSD modules. In this session, we will discuss our focus on automations, simplifying cross-functional work, creating a unified experience across ITSM and HRSD for all users, and expanding into the ITAM and Risk and Compliance modules.
Using Decision Builder To Streamline Automation
Speakers: Julia Perlis, Jake Burman
Do you get lost building flows with many nested IF statements? Are you frustrated searching for business logic across the platform and making the same change in numerous flows and scripts? Join this session to learn how using decision tables can solve these problems. Whether you are a pro developer or just getting started with low-code development, Decision Builder lets you easily create reusable logic and simplify flows and scripts. In this session we will use Decision Builder to create a new decision table and show you how that table can be used to build simpler and more flexible applications.
Special mentions
These aren’t necessarily women-led presentations but I think these are going to be fun events where we can all hang out at and share our experiences. You should definitely come find me at one of these and say hi!
Collective ServiceNow Lessons Learned
It's open mic time in the dev lounge to share your favorite stories of lessons you learned the hard way. We all have them. Those stories where you thought you might lose your job or worse, but in the end you gained valuable experience. You'll find yourself laughing or yelling "YES!" or even leave with a few well taken notes to avoid disaster in your future. Either way, you'll gain something by sharing at this valuable session.
Jeopardy!
Test your knowledge against the ServiceNow experts in this trivia game based on the popular TV show. We'll give the answers and they provide the questions. Think you know the answers? This game is also a "Now on Now" story – the app controlling the game is running on ServiceNow!
ServiceNow Karaoke Party
Join the party in the Developer Lounge as we sing karaoke using a ServiceNow app. Everyone is invited to sing along. Don't feel like singing? You can still use the app to rate others and leave comments. It's going to be a blast!
Swag Swap Fest
Show off your craftwork, share a token gift, or get rid of old surplus swag. We're blocking time for people to get together to share or trade stickers, pins, 3D printed keychains, old ServiceNow backpacks, or whatever. Don't have anything to give away? Show up anyway - you're more than likely to bring home something cool.
