Knowledge 2022 The Hague sessions!
Knowledge time is here again! If you’re going to be at The Hague on May 11th and 12th check out these live sessions! We have highlighted 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.
A One-Stop Shop Platform To Unify Tools And People In An IT Transformation
Speaker: Katarzyna Kalinowska and Lukasz Misiarz
How can you make your IT department a key business asset instead of just an infrastructure provider? This session will share experiences in our journey implementing the Now platform for Norma Group. We will cover how to build a one-stop shop across a scattered tool landscape, enable automation, build a common data model, and provide performance transparency, resulting in more mature IT processes and a unified IT that aligns to the overall business strategy.
Activate Customer Service As A Value Center And Driver Of Business Growth
Speaker: Judith Palmes Bosch and Nerys Mutlow
Research from Accenture reveals that companies who viewed customer service as a value center, rather than as a cost center, achieved 3.5X more revenue growth. In this session, experts from Accenture and ServiceNow explain how embedding service across the customer journey—from learning and purchase to usage, support and repurchase—shifts service into a role that contributes to business growth, customer loyalty and trust. Learn about the next wave of service automation and how to reduce customer effort, help maximize value from their purchases and provide insights for product development.
Ambika: The New Digital Power For Charging Station Management
Speaker: Ambika Chopra Bhandari and Alfred Voehringer
The need to lower emissions is fast becoming a global priority. Electric vehicles are one approach to solving this problem. Europe alone needs 65mil EV Chargers by 2035. For current customers, experience is lacking. Despite their easy ride and latest technology, is a reminder at some point you will need to charge the vehicle. Finding a charge point is one thing, reaching one and it being broken causes stress. For manufacturers, installation and servicing of chargers is disjointed. There is no overarching solution in place to run processes, backend systems, and hardware in an interoperable way.
An Employee-Focused Approach To Service Delivery
Speaker: Anne Granet
Join us for an interactive session with one of our customers to share insights on how streamlining the employee experience can improve productivity.
Connecting CCEP Employees To People And Culture With AI Search
Speaker: Caroline Heide, Robyn Buckley, and Paul Johnson
CCEP's employee feedback showed that Zing Search was not connecting them to supportive content for their careers and personal life. As an AI Search Lighthouse Customer for ServiceNow, CCEP worked with Deloitte developers and the ServiceNow team on an accelerated solution that resolved issues in real-time. Today, employees are connected to the content that matters with search accuracy that is continually improves over time.
Create Your First AES App Template In Minutes With No Code!
Speaker: Kylin Follenweider and Michelle Dalida
Have you been asked to develop the same app for many teams, departments, or customers? Do you follow a best-practice process or do the same five things every time you start an app? Authoring an app template can help supercharge citizen dev programs or give new app devs a leg up while decreasing developer fatigue and reducing repetitive setup tasks. In this lab, you will learn how easily App Engine Studio can take you from a single app to many apps with no code! We'll also walkthrough building a simple custom template to automate app dev tasks preconfigured to your app dev standards.
Customer Operation Improvement With The Adoption Of ServiceNow
Speaker: Maurizio Cuppone and Amalia Cisca
Since 2018 GSE decided to evolve their interaction model with their customers, there is a huge digital transformation in progress way and ServiceNow is one of their main pillars. Within 3 years, GSE passed from a full outsourcing model where the outsourcer managed the knowledge, the CTI (computer telephony integration) and the CRM, to a customer operations model more focused on customer experience. All the GSE’s employees work together to orchestrate the best customer experience and the active listening has become one of the fundamental tools of this model.
Digitizing Processes And Breaking Down Silos At BP To Achieve Net Zero
Speaker: Michelle Kaiser
BP has set a lofty goal of becoming a zero-emissions company by 2050. The main goal for this program is to streamline critical security operations, risk, and compliance processes. Learn how KPMG is assisting BP in leveraging ServiceNow technology across the globe, including SecOps to digitize vulnerability management processes and Integrated Risk Management (IRM) to demonstrate regulatory compliance, standardize its IT control testing approach, and facilitate its external audit RFI process.
Discuss Defending And Reducing The Risk Of Evolving Cyber Threats
Speaker: Anna Mazzone and Greg White
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. Join this roundtable to 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.
Discuss How ESG Is Changing Supply Chain Management
Speaker: Angelica Thiemann
Sustainability has become one of the key priorities for many decision makers around the world. As part of a busines transition toward sustainable operation, companies have started introducing ESG reporting frameworks and delivering their measurable sustainability development goals (SDGs) in alignment with the United Nations' SDGs. One of the major accelerators for sustainable digitalization is government policy. The German Supply Act is one of the first regulations. Much like the GDPR this will generate similar legislation in the rest of the world. Join us to discuss the global impact.
Driving Positive Change For Everyone In The Workplace
Speaker: Rachel Awbery and Maureen Robson-Norman
Diversity and inclusion– what does it mean when no two women are the same? And how do you challenge bias if you are not aware of it? Join our panel as we explore differences, inner bias, and societal norms. This session is hosted by Women in Action, a collective committed to developing female talent at work and helping women meet their potential.
ESG As “Inclusive Disruptor”
Speaker: Krishna Omkar and Anna Mazzone
ESG transformation, accelerated and informed by regulations, offers a rare opportunity for “inclusive disruption.” Organizations can unlock impact and value, including innovation and growth, in a way that also activates investors, consumers, and employees as economic actors. Instead of just equality, in which all are treated equally, we can achieve equity, where every player is empowered with the tools they need to achieve their full potential. Inclusion and empowerment are part of a model of “return on equity” that can power sustainable, long-term profitability and growth.
Join this thought leadership fireside chat as we discuss the changing environmental, social, and governance (ESG) regulatory landscape across Europe, how it influences business opportunities and requirements, and the opportunities to use these investments and choices to serve diversity, equity, and inclusion (DEI) goals.
Electric Transport And Tesla Impact
Speaker: Jessica Constandtinidis, Byron Soulopoulos, and Tommy Deblieck
Some people say that AI will devour us sooner or later. Elon Musk has been warning people for years about this. But Elon put the AI driving car on the road. Who will be driving who around in the future and how autonomous do we really want artificial intelligence to become? How scary could it get? Join this thought leadership session and explore the convergence of electric cars and the "Tesla" impact phenomenon.
How Danske Bank Transforms Employee Experience With Real-Time Insights
Speaker: JULIE WHITE and Anna Bisset
Danske Bank transformed the employee experience around HR services by replacing dozens of legacy solutions with ServiceNow HR Service Delivery. Today, ServiceNow drives the insight, transparency, and foundational capabilities needed to support its ongoing HR transformation for nearly 23,000 employees.
How ESG Framework Is Going To Shape The Future Of Supply Chain
Speaker: Jan Bovermann and Angelica Thiemann
In the current global economic environment, sustainability has become a key priority for decision makers worldwide. One of the first regulations of its kind is The German Supply Chain Act, coming into force 1 January 2023. It imposes significant obligations on German companies or foreign companies that have subsidiaries, joint ventures and branch offices in Germany. The Act ties in with similar voluntary legislation in other European countries. Much like the GDPR this will generate similar laws in the rest of the world. Join us along with our partner Deloitte to discuss the global impact.
How Engie Provides 1000+ GBS Cross-Functional Services To 70k Employees Through A Single Entry Point
Speaker: Thomas Muller and Meriem Tahi
After a successful deployment of ITSM in 2014, Engie IT leveraged their Center of Excellence (CoE) to support their GBS transformation journey. Using their expertise on business process and the ServiceNow platform, Engie GBS was able to onboard new support functions on the portal such as HR in 2016. This was the beginning of the MyPortal offer, which allowed to simplify any request and optimize business process also on Facilities, Finance, GDPR and Procurement. MyPortal is a unified digital platform offering a great employee experience though a multilingual portal, branded mobile app and Teams app.
With more than 1M transactions per year to perform, the CoE leveraged the capabilities of the platform in terms of automation, artificial intelligence and cross-department workflows to increase the productivity of GBS services.
Intro To ServiceNow Impact
Speaker: Paul Fipps and 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.
JTI Transforms Global Business Services (GBS) With ServiceNow And EY
Speaker: Yulia Kudryavtseva, Alina Vashchenko, and Kamran Mohtadi
Tune into this joint session from JTI and EY to hear how JTI drives greater operational efficiencies by consolidating access to multi-department services across legal, marketing, sales, and finance through a unified destination called MyJTI. Over 35,000 employees spread across 65 countries can easily access MyJTI to find the services, information, and help they need from anywhere.
Life With Robots And AI, What Does It Look Like?
Speaker: Jessica Constandtinidis, Fabrice Goffin, and Tommy Deblieck
Will the metaverse house our new office? Will we all have a digital twin with a digital career? AI is a tool to launch into the future but how real is it today? Where can we get the benefits from and do they come in the form of R2D2 or SPOT? Join this thought leadership session to get an insight into the world of robots and AI.
Make Your Legacy ERP Run Like A Digital Native
Speaker: Kirsten Loegering
Organizations have spent decades expanding their ERP ecosystems to run critical processes. But these vital systems have unique challenges as companies digitally transform their business. Processes are not being transformed fast enough, the user experience is too complex for most enterprises, and looming deadlines force risky and expensive platform migrations. In this session we tackle each of these challenges and offer a better way forward with examples of how you can innovate on these systems today, while executing a future migration plan with less risk and on your terms.
Managing Demand For Digital Twin Training Requests
Speaker: Elisa Piazzola and Julian Payneeandee
The “Network Rail: Digital Twin” program required a strategic solution to enable the management of new demands into the program. The solution needed to digitize the existing workflow, using automation to improve the current process and support decision making through data-led insights. There was a proof of concept done for the ServiceNow ITBM functionality. The focus was to highlight the new capabilities of the Now Platform and automate their current demand management process while providing the reporting capability that would allow leadership to prioritize demand more efficiently.
Modernizing The Insurance Customer Experience
Speaker: Noelia Romanillos Arribas
In such an intense period of change for the industry, the focus has shifted to the immense reward that awaits those that succeed in transforming their business. Insurers must do more to leverage new technology and data, create opportunity from risk and embrace innovation to become a trusted partner in customers’ lives. Join the conversation and learn how we can overcome adoption barriers, assess the right tools (data, automation, AI, ML), drive customer-centric strategy whist considering emerging risk, cyber, ESG, regulation, diversity and inclusion to embrace opportunity, achieve unprecedent growth and navigate the future insurance landscape with confidence.
Powering Our Move To Public Cloud With ServiceNow ITOM
Speaker: Sara Franchini and Frank Richter
At Amadeus, we made the decision to move more of our critical services to the public cloud across four continents for cost, performance, and other objectives. During this session, we will cover our move to the cloud and how ServiceNow helped with discovery, business service context, event management, and management of our hybrid environment. We will discuss how we manage our increasing number of Azure and K8s resources and our tag-based application services. In addition, we will highlight how we achieved huge noise reduction with numerous events per day.
Reimaging The What, Where And How Of Work To Thrive In An Uncertain Future
Speaker: Tobias Ehn, Tom Quintelier, and Inge Oosterhuis
More than 50% of workers are exploring new sources of income and contemplating career changes. That’s why putting people first is more important than ever. Learn what it takes to create a workplace that inspires people to be their best while helping the business flourish. Our panel of experts explains how to balance the human, digital and physical components to foster an inspirational workplace experience and optimize productivity while managing cost. Hear about Accenture’s real-world success story transforming the workplace experience for its 700,000+ employees.
Reimagining The Future Of Work At The City Of Copenhagen
Speaker: Susanne Ninna Hansen and Anne Boll
In 2017 the City of Copenhagen embarked on a journey with ServiceNow to improve services for management and employees within HR. Since then, the key word has been business development.
Get the story about how the City of Copenhagen changed from seeing ServiceNow as simple tool, to letting ServiceNow be a cornerstone in how we discover new opportunities in our quest to achieve our strategic goals. A story of maturement in all aspects and most importantly, how we utilize the flexibility of the ServiceNow platform to conquer new frontiers.
Talking About Talent
Speaker: Laurent Briant and Carolina Cordeiro
A fireside chat with two customers sharing their experience of working with NextGen to help recruit, retain and develop ServiceNow talent. Discover how the NextGen Program is finding new ways to grow the talent pool of ServiceNow-trained professionals and learn about the programs designed to build critical, entry-level skill sets that are needed in your organization.
The CSDM's Critical Role For Danske Bank's Operational Interconnectedness
Speaker: Grazina Raudonyte and Jacob Elfving
Danske Bank has embedded the CSDM into the enterprise information model to support the top-to-bottom data hierarchy of the whole organisation and extend the value of the platform beyond IT into a full operational interconnectedness model aligned with operational resilience and all regulatory requirements.
Transforming Employee Experience At Mercedes-Benz With A Modern, Digital Portal
Speaker: Eva-Maria Rüdinger, Mishel Podolskis, and Praveen Bisaravalli-Mahabala
As one of first organizations to deploy ServiceNow Employee Center, Mercedes-Benz will take you through how and why they needed to provide a modern, branded, consumer grade portal for their employees. Hear from the Mercedes-Benz team as they walk through their employee experience priorities, how they consolidated existing tools and portals, and provided multi-channel support to meet employees from anywhere.
Transforming To Digital Workforce Using ServiceNow Automation Engine: Journey To Hyperautomation
Speaker: Neha Prasad and Dheeraj Saxena
Discover how consulting methodology defines a hyper-automation approach to rapidly associate, evaluate, and automate business functions and IT processes. Orange’s RPA Practice Leaders will show you how they transformed manual business process involving legacy systems to a smart digital workforce capable of completely automating IT operations from event monitoring to change management using Automation Engine. Learn the best practices and ROI of manual versus digital operations, a panoramic view of delivering enterprise-wide automation success, and business value for all strategic roles: CIO, CTO, business heads, and process owners.
Two Sides Of A Process Part One: Process Automation Designer
Speaker: Lisa Holenstein
Explore how to use the simple, drag-and-drop interface to create complex processes from intake to completion with Process Automation Designer. This is the first of two lab walkthroughs designing an end-to-end process definition that can contain interactive and fully automated activities. Process owners can take charge of their own processes while ServiceNow developers learn to create custom activity definitions to extend the baseline set of activities. In an advanced exercise, developers learn how to configure optional activities that allow inserting additional steps during process runtime.
UNICC Create The Digital ID To Allow UN Personnel To Act Fast During A Crisis
Speaker: Adam Haylock and Simona Turla
The UN Digital ID is a digital wallet for UN personnel, for their personal, Human Resources, medical, travel, security, payroll and pension data kept over time, from on-boarding into the UN to parting or retiring. By using the ServiceNow platform as the invisible system of action, they can support a seamless user experience for streamlined information sharing, daily workflows and access to platforms and building, facilitating operations across agencies.
UX Matters: How Design Can Make Or Break Your Platform
Speaker: Breanne Creelman
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 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.
