Knowledge 2022 Sydney sessions!
Knowledge time is here again! If you’re going to be in Sydney on May 25th and 26th check out these live sessions! - it’s going to be a blast. Today I wanted to show you some sessions that are going on live in Sydney 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.
A customer’s AI journey on the Now Platform
Speaker: Rahul Madavarapu and Nilima Desai
AI applications provide the most benefits when working in a close-knit fashion versus point solutions. Having a platform that unites multiple AI applications to work together ultimately allows the Now Platform to shine and deliver its true potential. However, customers don’t always know how to apply or link these solutions to provide experiences that wow their customers. This session showcases the power of the Now Platform's AI capabilities: AI Search, NLU, IAR (Issue Auto Resolution), and Virtual Agent, where workflows guide the end-user from one AI product to the next, truly showcasing the power and intelligence of ServiceNow!
Best practices for building with Flow Designer and Integration Hub
Speaker: Andrew Meek and Aliyah Ali
Looking to up your game when working with Flow Designer or Integration Hub? Want to learn useful, repeatable patterns for building performant and readable flows? In this session, we will share best practices for connecting with external systems, working with complex decision logic, and modifying your data at runtime.
Flow Designer: Leverage low-code digital process automation
Speaker: Simona Lewis and Henry Do
In this session, we will do a deep dive on the new Quebec, Rome, and San Diego features of Flow Designer, and incorporate Integration Hub actions into an end-to-end digital process. See: How to quickly build Agile workflows in a no-code environment, learn tips and tricks to building flows, new capabilities like Flow Diagramming, how to incorporate error handling into your workflows, take advantage of other new features, and much more!
Making the world work
Speaker: Dave Wright, Lara Caimi, Pat Casey, Mitch Young, and Tim White
In this mainstage keynote, you will hear our world-class speaker lineup talk about how the biggest challenges of a generation have become the biggest opportunities of a generation, giving us all the chance to become digital pioneers who can create immense value in the world we live in. There are a handful of pertinent challenges which are universally top-of-mind for every organization. Our speakers will tackle the ones which will enable you to make the biggest impact possible. You will leave feeling empowered to optimize, connect, and create possibilities for your world like never before.
Women in Tech meetup
Speaker: Racheal Wiafe
Connect with customers, partners and ServiceNow employees who are passionate about gender diversity in tech.
Government Special Interest Group lunch
Speaker: Gen Fields, Jack Thompson, Rebecca Logue, Richard Rees, and Tess Brugnera
Join us at the Government Special Interest Group lunch to explore how the public sector is transforming the future of government service delivery. Network with your peers in the public sector over lunch and join the discussion on best practices with ServiceNow in government and explore relevant industry use cases. **Please note this session is limited to public sector attendees only**
Education Special Interest Group lunch
Speaker: Doug Alcock, Amanda Buggy, Daniel Buttigieg, Melissa Roughley, Peter Tow, Ray Yee, and Sharone Ciancio
Join us at the Education Special Interest Group lunch to explore how the education sector is enhancing experiences for students, faculty, and staff to build for the future. Network with your peers over lunch and join the discussion on best practices with ServiceNow in universities and schools and explore relevant industry use cases. **Please note this session is limited to attendees from the education sector**
Come hang out with your peers at the Government meet up!
Speaker: Chelsea Abel
Connect with and learn from peers while developing professional relationships. Find us on the Expo show floor in the Community Zone!
Come hang out with your peers at the education meet up!
Speaker: Liz Fassone
Connect with and learn from peers while developing professional relationships. Find us on the Expo show floor in the Community Zone!
Transforming impossible into reality
Speaker: Tony Hawk and Sylvia Jeffreys
From a young age, Tony Hawk has been a pioneering icon in skateboarding, inspiring fans of all ages for decades with his ingenuity, unwavering enthusiasm, and ability to push boundaries. He has persistently channeled that success over the years and transformed his passion into a billion-dollar video gaming franchise, clothing, and sporting goods lines, film production, brand marketing, a vast social network, wide-ranging philanthropy, and much more.
Join us as TV host and journalist Sylvia Jeffreys and Tony Hawk discuss the power of reinvention and inspiring positive change in the world.
What's next for the Next Experience?
Speaker: Amanda Joslin
The Next Experience is the next step in our journey of revolutionizing the way that people work on and view the Now Platform. It brings together our solutions into a unified experience and executes on our vision of cross-solution experiences in a seamless and efficient way that is easy for our customers to implement and easy for users to consume. In the San Diego release, we get to respond to all the customer feedback we received that while our platform is flexible and powerful, it just looked dated. Join this roadmap session to learn what's new and what's coming next with the Next Experience.
Amplify your expertise with an Impact Squad
Speaker: Kamal Mikhail, Andrew Trent, Daniel King, Emma Pickering, and Giles Sutherland
Meet the Impact Squad: The Impact Squad is a team of highly-skilled operators with proven experience that work shoulder-to-shoulder with you to take on your team’s unique transformation challenges. Attend this panel to get first-hand insight into what the Impact Squad can do to help you transform your organization, ask your burning questions, and more.
Simplifying employee experiences with a centralized destination for HR
Speaker: Katrina Hewitt
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 Katrina Hewitt, VP, People Enablement at S&P Global, to hear how they consolidated disjointed legacy tools and integrated their core HCM Workday into ServiceNow.
Intro to ServiceNow Impact
Speaker: Sam Loveland
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.
The Great Reshuffle: Meeting the digital needs of the marketplace
Speaker: Cat Lang, Rachel Tallant, and Simon Bowker
Welcome to the new world of work, where the war for talent is fierce. 73% of Australian businesses expect that they will have difficulty finding and retaining skilled labour in 2022, while 78% of CEOs believe that the availability of key skills is a top threat to growth for their organisations. Finding the right talent to deliver your organisations’ digital transformation looks to be an ongoing challenge for the foreseeable future.
Join Cat Lang, SVP Global Education and Rachel Tallant, VP Global Customer Training as they share insights on the key trends in the talent market, and some of the strategies we are putting in place to support customers and partners build capacity for the future and unlock greater value from their digital transformation journeys.
Product roadmap: The future of work with HRSD and WSD
Speaker: Roni Fontaine
The world of work is evolving right before our eyes. Join this exciting roadmap session with ServiceNow's product team in a discussion of our continued investment into innovations that support the future of work. Learn how ServiceNow helps you:
Keep your managers and hybrid workforce productive and engaged from anywhere
Improve employee and HR efficiency through omni-channel, AI-powered self-service solutions
Define the new workplace with digital reservations, space management, and new indoor mapping technology
Tracking hazardous material to safeguard employees and environment
Speaker: Matt Dalton, Greg Clough, and Hend Jawad
Waste Management (WM) operates several hazardous waste treatment plants around New Zealand, handling waste that poses significant risk to human health and the environment. WM and Deloitte implemented a scoped application that manages a core and inherently dangerous business process. The solution uses ServiceNow Mobile and QR codes to allow chemists and site operators to scan in, test and manage the movement of waste from arrival on site through to destruction. Learn how the ServiceNow Now Platform can mitigate the health and safety risks involved in handling hazardous materials.
Transforming HR services and knowledge at NAB in record time
Speaker: Kate Lawrence and Nalika Sayers
With a workforce of 30,000 across 900 locations, NAB and BNZ needed a future-focused approach to managing HR requests. Slowed down by time-consuming, manual workflow processes, NAB and BNZ partnered with Deloitte to rollout a new system using the Now Platform.
After rolling out the Tahi self-service portal in record time for BNZ, NAB went on to deliver its own version called Colleague Connect. Deployed remotely in just 14 weeks during lockdown, NAB now have a fit-for-purpose solution that works with existing systems to automate HR workflows and approval processes, among other improvements. Join this session to hear Kate Lawrence talk about the banks’ HR technology transformation, and how they provide employees with fast, efficient service.
Boost employee productivity and efficiency from anywhere
Speaker: Daphne Jacob
With employees working from home, the corporate office, or a flexible mix of both, they expect consistent and seamless ways to find the help, information, and services they need. Discover how ServiceNow HR Service Delivery, helps enable unified employee experiences from anywhere, across any digital channel.
Insignia Financial partners with ServiceNow to drive organisational change
Speaker: Kylie Schabel
Join this session to hear how ServiceNow partnered with Insignia Financial to accelerate the employee experience with technology and growth by acquisition as seamlessly as possible in their new world and brand.
Product roadmap: ServiceNow ITSM
Speaker: Nathalie Tousignant
Want to see the ITSM Roadmap? Many of you want to see what's coming down the pipe so you can plan your upgrades better. Join us for this session where you'll learn more about our product strategy and all the improvements we are making to the products you own. We will also tell you about the automation we are infusing into our products and what's going to be new in the next few releases.
Now on Now: Hyperautomation and optimisation for the future of work
Speaker: Patricia Grant
As the world enters the post-pandemic, digital-first era, organisations are redefining their digital transformation plans. To stay ahead, today’s leaders must focus on fundamentally improving three key areas: people, process, and technology. During this session, we’ll show you why hyperautomation will be a key factor for your company’s future success. We will also share an innovative framework to help you reimagine the future of work. You’ll be able to participate in breakout discussions to hear from your peers on how they are preparing for hyperautomation to truly optimise their operations.
Now on Now: How to optimise your organisation's spend on the Now Platform
Speaker: Patricia Grant
Today, businesses are being asked to do more with less: be more innovative while creating great customer and employee experiences. Leaders are looking for the levers they can pull to optimize their spend. During this session, you will learn how to drive a cost optimisation effort across your company and focus on three specific areas: Hardware Asset Management, Software Asset Management and Cloud Spend Management. If any of these are left unchecked, you could be leaving money on the table that could be better used to scale your business.
How technology is transforming Australia’s largest public health system
Speaker: Farhoud Salimi and Melissa Tinsley
Join Farhoud Salimi, Executive Director of Service Delivery at eHealth NSW, who will share how NSW Health uses the Now Platform to drive better outcomes for patients and staff, and his vision for further innovations to transform the state’s health system. Joined by Mel Tinsley, Manager Clinical Information and Decision Support, who will share their leadership and vision on the HOPE platform, which enables the real-time collection and use of patient reported measures to inform care, treatment and shared decision making and improve the design and delivery of healthcare for patients and carers.
Leveraging ServiceNow investment across your business from employee to customer
Speaker: Matt Porta, Anthony Segran and Danielle Magnusson
The world works with ServiceNow - but does your business? Business success relies on its ability to deliver exceptional experiences for your customers and employees. Boost productivity and meet the needs of your consumers faster with digital processes that connect end-to-end across your organisation from customer, employee, and technology-based workflows. Come to this session to learn more about taking your investment in ServiceNow to the next level.
Deliver incredible connected customer experiences on a single platform
Speaker: Tess Dunlop and Paul Baptist
Customer experience (CX) no longer stops with a great customer engagement layer. It touches every part of your organisation and every department– from the customer to the last mile with field service. Learn in this session why a single platform is critical to driving customer success. See how digitising workflows can optimise the customer experience across front, middle, and back office, out into the field. Find out where and how to get started on your CX transformation journey.
Elevate the employee experience and mitigate risk with ServiceNow
Speaker: Kyla Wilson and Sameel Limbada
The recent Respect@Work: Sexual Harassment National Inquiry made it clear that there is much work to be done to improve workplace culture in Australia and ensure the safety of women in the workplace. Join this session to understand how an integrated risk program can improve employee relations and workplace health and safety. Learn about the importance of mitigating regulatory risks to keep employees safe and improve business performance by removing inefficient processes, human error, and unforeseen delays.
The golden ticket for higher education
Speaker: Liz Fassone
Our Australian education community leads the globe in Enterprise Service Management (ESM). One thing that was loud and clear from our leading-edge customers was out-of-the-box support for 'Golden Ticket' capability. ServiceNow calls this Universal Request. In this session, we'll cover how Universal Request works and the experience for everyone involved.
Officeworks uses ServiceNow to help achieve its core strategies
Speaker: Laura Grandja
A great retailer with a strong culture of innovation, Officeworks uses technology to achieve its core strategies: team productivity, operational excellence and a commitment to sustainability. ServiceNow’s mobile task management solution supported the retailer’s sustainability strategy by removing the need for over 200,000 sheets of paper each year. Automating incident management processes and workflows also helped progress the operational excellence agenda. Join this session to learn more about how ServiceNow is helping Officeworks achieve its strategic goals.
Strategic Portfolio Management (SPM) product roadmap
Speaker: Namita Mishra
Strategic Portfolio Management (SPM) enables you to continuously align work across teams to various levels of strategy ensuring goals and outcomes are delivered with confidence. Join this Strategic Portfolio Management product roadmap session to learn about the product vision and get your finger on the pulse of how SPM can transform your business.
How Leap In! serves 8,000 customers with just 60 employees
Speaker: Jane Sheehy
As Australia’s fourth largest NDIS plan manager, Leap In! liaises with 14,000 certified partner businesses to provide complex financial and life planning services to 8,000 high needs customers. So, it may surprise you that they do this with only 60 employees.
To ensure customers received a reliable, easy-to-use and efficient service, Leap In! partnered with ServiceNow on a customer service management solution, overseeing all workflow and co-ordination between customers and certified partners. The solution ensures the best partner is assigned for each customer, schedules the service and makes sure funds are available. Join this session to hear how CTO, Jane Sheehy has used ServiceNow to scale Leap In! from MVP into one of the largest NDIS plan managers in Australia.
Achieving positive social outcomes at ENGINE by behaving like a tech startup
Speaker: Teodora Nikolova and Andrew Knevitt
Problem gambling, like many community issues requires a co-ordinated response. Engine APAC was engaged by ACMA to build Australia’s first national gambling self-exclusion register, bringing together sites from gambling companies, individuals and ACMA. ServiceNow manages case management customer workflows for the portal, providing Engine APAC’s team of 30 the support to maintain the national register. Join this session to hear us interview Andrew on how Engine APAC used ServiceNow to build a solution that brings individuals, industry and government together to drive positive community outcomes.
How ServiceNow helped HPA employees optimise the way they work
Speaker: Teodora Nikolova and Kathleen Watson
HPA partnered with ServiceNow to improve how it managed field employees tasked with selling, maintaining and repairing hospital equipment. Deploying ServiceNow’s field management solution, HPA maximised the efficiency of employees without increasing head count and introduced self-service capabilities to enable staff to do more with less. Join this session to hear how ServiceNow helped HPA employees optimise the way they work and drive massive operational efficiencies.
Technology curious? Skills short? Never heard of NextGen? It may change your life
Speaker: Nick Winham, Ericsson Fung, and Raj Saxena
Diverse talent is critical to a thriving workplace, and a fair work culture will, in turn, attract top talent.
The NextGen Professionals Program is dedicated to growing the talent pool of ServiceNow-trained professionals. Our program delivers a focused learning experience that builds critical, entry-level skillsets for our candidates, many of whom have traditionally been marginalised by the technology industry. But don’t just take our word for it, join us as we sit down with Ericsson Fung a NextGen participant, together with Thirdera a ServiceNow partner, and uncover their experiences of the program firsthand. We’ll understand what attracted them to the program, what they’ve learnt on their journey so far, how it’s impacted their lives, employment opportunities, and workforce.
Learn how the NextGen Program can help you find the diverse talent you need, for a thriving workplace. Understand how it can help you open doors to an industry you are curious about.
Innovating Workplace Experience
Speaker: Paige Lindholm and Arjun Gupta
Managing Facilities requests is labour intensive and slow. Using the ServiceNow Workplace Delivery AMP was able to Streamline our reservation system. Users receive exact information regarding room orientation, capacity, catering, fixed technology services within the room, flexible services that we could provide for the room. Planning maintenance and staffing models is more accurate using the reporting function. When new event spaces are being built we have the data to influence those investments.
SEEK and ServiceNow: Unification as the key to transformation
Speaker: Tracey Evans
In 2021, SEEK commenced a bold transformation program to unify processes across the company to gain the edge in a competitive market. With an initial focus on core IT and ITOM processes, the unification program includes HR onboarding, risk and compliance, business continuity, customer service and strategic portfolio management. Key to the success of the program is ServiceNow’s ability to integrate with existing applications, fill service gaps and manage back-end workflows. CIO Tracey Evans shares why she selected ServiceNow to bring SEEK’s product and technology platforms together across SEEK.
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!
NEW: Public Sector product strategy
Speaker: Jacquie Hersch
Rising need for public services and growing expectations for consumer-grade experiences give governments an opportunity to elevate the constituent experience. But moving beyond paper forms, manual processes, and disconnected legacy systems, while paramount, is hard. In this session, we share how ServiceNow Public Sector Digital Services, a digital public sector platform enables governments to modernize, digitize, automate, and speed up the delivery of government services to constituents while also fueling mission oriented innovation.
Financial Services Operations Product Strategy and Roadmap
Speaker: Jacquie Hersch
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.
ANZ Bank journey building foundations to drive operational excellence: Optimisation of CMDB data quality and advancements in certificate management
Speaker: Hamish Mckenzie, Margaret Jones, and Patrick Pathinathan
ANZ Bank partnered with ServiceNow to co-develop and deliver a custom solution to address the bank's advanced certificate management needs to drive efficiencies and reduce the cost of maintenance. The new capability was included in the Rome release expanding the benefit to the Bank and ServiceNow clients globally. ANZ bank and ServiceNow are currently working together to further expand the journey and bring additional benefits to the bank and ServiceNow clients.
ANZ Bank and ServiceNow partnered to remediate the data quality in the CMDB. Improvements include:
* Establishing a strong configuration management practice to remediate legacy data quality and performance challenges
* Using Machine Learning to increase the velocity of service mapping and enable self-service by business domains
* Defining how the bank is planning to leverage its single trusted service-aware CMDB data to drive value across their services lifecycle
How ServiceNow has become the ‘nervous system of IT’ at IAG
Speaker: Anuj Kumar and Stephanie Stevenson
The way IAG uses ServiceNow as an enterprise-wide platform is second to none in Australia. In fact, ServiceNow is known internally as the ‘nervous system of IT’. What ServiceNow offers is complete visibility. Vulnerabilities are detected at the press of a button, pinpointing their location and what systems they affect, enabling IT teams to resolve threats in a day. ServiceNow has been so effective it is now being rolled out beyond IT and across the business. Join this session to learn how IAG has delivered one of the most mature implementations of ServiceNow’s capabilities in the world.
Accelerate your time to value with ServiceNow Impact
Speaker: Tara Flower
Realize returns faster and personalize your ServiceNow journey with our new value acceleration solution, empowering you with real-time progress tracking, proactive insights, expert guidance, personalized recommendations, premium technical support and tools.
Energy Queensland's evolution to ESM: real benefits and challenges
Speaker: Jorge Castilla, Kirby Lanagan, and Kylie Nolan
Energy Queensland (EQL) manages 247,000 Km of electric network with over 2.3 million utilities customers across the state. EQL embarked on an Enterprise Service Management (ESM) journey as part of their digital strategy. Leveraging ServiceNow self-service and workflow automation and in partnership with Enable, EQL is improving its employee experience for 9.5K employees, providing transparency over service delivery and reducing operational costs. In this unmissable informative session, the EQL team shares real benefits gained, key challenges faced, and lessons they've learned in this journey.
Capgemini is helping the boardroom to rethink how to manage risk
Speaker: Adam Donnelley, Kaylene O'Brien, and Gemma Kyle
Come join us as we explore how businesses can better respond in the face of both systemic and systematic risks and listen as we discuss how ServiceNow’s Integrated Risk Management offering can help you cope in a year where Black Swans are the new black!
Accelerate to Zero, with Deloitte and Ravensdown
Speaker: Allanah Kidd, Allan Mills, and Harald Heimensen
Australian and New Zealand businesses and governments are increasingly recognising the economic costs of inaction on climate change and the enormous opportunities presented by the transition to net-zero. In this conversation, Allan Mills - Lead Partner for Climate & Sustainability, and Harald Heimensen from Deloitte will be joined on stage by Allanah Kidd, Sustainability Lead at Ravensdown NZ to share ideas on sustainability, thought leadership, and how Ravensdown are using Deloitte SustainABLE to provide visibility and insight into how the company is progressing on their sustainability goals.
UX matters: how design can make or break your user adoption
Speaker: Ben Glock and Sara Daghaghzadeh
How do you overcome the idea that design is a luxury item, or a “nice-to-have?" Join this session by Thirdera Digital (3D) to discover the intricacies of UX/UI design and how to create remarkable user experiences on the platform. Discover how our team of experts meets clients where they are on the journey and creates tailored experiences on ServiceNow. Learn how an intuitively designed portal experience can meet the specific needs of your diverse user base and increase platform adoption.
Special mentions
Jeopardy!
Speaker: Earl Duque
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
Speaker: Earl Duque
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!
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!
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.
