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Application
Developer
Fundamentals
We’ll go over concrete examples of application patterns that ServiceNow excels at and are used by ServiceNow customers.
Sessio
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ServiceNow Application Patterns ID: CCDT Training & Certificatio n Knowledge 2019 Building 100% native custom mobile apps for specific scenarios for different users without using iOS and Android SDKs. Introduction to Mobile ID: CCDT Automating integration tasks to be utilized in Flow Designer. See how this tool can speed up your integration processes and provide more automation capabilities to your processes. Intro to Integration Hub ID: CCDT See how to build your own APi’s to support integration efforts and provide more automation capabilities to your business processes. Intro to APi and Integration Tools ID: CCDT See how to create records and activate integrations using an Amazon Dash Button in ServiceNow. Amazon IoT Dash Button ID: CCW
Cloud Management
Fundamentals
In this session, Cognizant will share how they've managed a multi- cloud environment consistently and efficiently, and ensured compliance and security using Cloud Management.
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Now Platform: The multi-cloud arena ID: BRE Training & Certificatio n In this session, we'll cover the new capabilities as part of our most recent releases of Cloud Management platform as well as provide a view into our new Cloud Insights capability.
ITOM
optimization: Cloud Mgmt. Platform and Insight ID: BRE In this session, we will offer new types of resources in the Service Catalog for automated provisioning using Terraform. Learn how to connect your ServiceNow instance to Terraform and much more! ServiceNow multi-cloud mgmt. using Terraform ID: PTS1740 In this session, you’ll gain insight into how to optimize your digital transformation by adopting this approach to evolve IT Operations into a service oriented model. Improving IT service health and delivery ID: BRE During this lab, we'll walk through how to add a new config provider in CMP, the standard resource block structure and blueprint design, and how to deploy the playbooks in our case in any given server. Integrating Config. Mgmt. tools with CMP ID: LAB Knowledge 2019
Discovery
Fundamentals
Leveraging ServiceNow’s CMDB reconciliation, normalization, automated Discovery and Service Mapping to improve our CMDB. Come learn more about our journey!
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IT modernization with CMDB & Discovery ID: BRE Training & Certificatio n Learn how a company’s implementation proved to be successful and most noticed in the Change and Incident Management process. Implementing CMDB ID: BRE Receive strategic guidance for the path to an effective CMDB. Discover how CMDB is leveraged. A successful CMDB starts here ID: BRE Bristol-Myers Squibb will share how the CMDB was the key enabler of the business & digital capability model for the enterprise. CMDB evolution for digital transformation ID: CSS Knowledge 2019
Event Management
Fundamentals
With London, the old way of doings things in Event Management have changed. Although change can be difficult, it does open up a world of opportunities…
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Alert action to alert management with flow ID: BRE Training & Certificatio n Join this session for an overview of end-to-end DevOps orchestrati on. Dev Ops patch automation end to end ID: BRE Learn how the global telecom organization, Airtel transformed their business with ServiceNow in 6 weeks. Reducing manual work through automation & self service ID:BRE0803 Use the power of ServiceNow to drive configuration content for your on premise monitoring displays. *Dynamically change screens based on rules and your event management alerts Monitoring content for on premise display ID:BRE Monitoring Alerts, Suppression, Correlation, Routing, Priority – all these items will help you with the overall goal of resolving issues faster. Key takeaways on implementing E.M. ID: LAB Knowledge 2019
Government Risk
Compliance (GRC)
Fundamentals
In this session, you'll learn exactly how to monitor KPIs, derive meaningful insights, and take real business actions with PA. Discover how to build and evolve widgets out of the box and pinpoint the right metrics to
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Out of the Box and Out of this World (PA) ID: BRE Training & Certificatio n Join us for an interactive discussion with a panel of customers who have recently completed Governance, Risk, and Compliance (GRC) projects with different use cases. GRC – Get real answers from real customers ID: KBP Join this session to hear about how The Hershey Company is going through a digital transformation. As a result, the IT risks to the 125-year-old company are growing in both volume and complexity. Hershey Company’s Journey ID: BRE Join this session to follow Allianz SE's journey as they transformed i nformation risk management within a global, heterogeneous, siloed, and complex control and risk environment. Management by Excel to GRC ServiceNow ID: BRE Maximize your risk and compliance know-how while minimizing your privacy regulation concerns. Join ServiceNow’s GRC experts to explore various privacy regulations across the globe. Accelerate your privacy journey ID: LAB Knowledge 2019
Hardware Asset
Management
Fundamentals
Come learn how Tennessee reduced the time required to process purchase orders for new hardware requests from an average of 45 days to 3 days and for software requests from 30 days to 5 days.
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Improving Customer Experience ID: BRE Training & Certificatio n Join us in learning how Turner have been successful in maturing and expanding the usage of CMDB information beyond the reaches of ITSM. FileMaker Pro to verified SN Service Maps ID: BRE This presentation exists to drive home the idea that it is absolutely possible to extract value from PA quickly. Users will be able to look at dashboards of data within minutes rather than weeks. How to ACTUALLY get started with PA ID: BRE Discover how Red Hat communicated the value of a CMDB, gained executive support, proved the concept and implemented our plan. Red Hat’s CMDB journey ID: BRE Learning how to work with Discovery Pattern Designer to build and customize Discovery and Service Mapping. Service Mapping & Disco. Pattern Designer ID: LAB Knowledge 2019
ITSM Fundamentals
Veolia Group, a global leader in optimized resource management will share how to achieve pace in delivery of new and enhanced services to the enterprise and ways to avoid common pitfalls.
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Veolia’s acceleration to ITSM ID: BRE Training & Certificatio n Learn about what a Service Portfolio is, how it connects to a Service Catalog and how to structure and build a scalable portfolio. Documenting what you do in Service Portfolio ID: BRE Learn about how one team retired three applications in six months and the benefit they have seen in replacing them with ServiceNow. Retiring three legacy apps in six months ID: BRE Join us to learn about Fannie Mae and its journey with ServiceNow to transition and transform its legacy ITSM systems. Now Platform: Making work better for people ID: BRE Come to this session to see how a 5-step approach combined with simple ServiceNow extensions can provide solutions to engage executive sponsors to drive change and remove roadblocks. Bringing ServiceNow visibility to the C-Suite ID: CSS Knowledge 2019
ITSM
Implementation
Now on Now: Learn how ServiceNow’s IT organization leveraged Agent Intelligence and their experience to adopt Agent Intelligence.
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Crossing the chasm with Agent Intelligence ID: BRE Training & Certificatio n This session will address the challenge of IT desks that are struggling with too much work, a high volume of calls, not enough resources and the pressure on agents to provide quality support to end users. Turning on Self- Service with Service Portal ID: BRE This session will explore what to expect when first implementing SLE’s and throughout the entire process in order to be successful. Implementing incident SLEs (Not SLAs) ID: BRE Bristol-Myers Squibb will share how the CMDB was the key enabler of the business & digital capability model for the enterprise. CMDB evolution for digital transformation ID: CSS When you use KPIs and metrics correctly, they help you be proactive rather than reactive, and they give you what you need to manage and accelerate progress on your ServiceNow roadmap. Tracking performance, KPIs and metrics ID: CSS Knowledge 2019
PA Fundamentals
ServiceNow roadmap and vision session to launch Platform Intelligence, which will be introduced during the keynote.
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Platform Intelligence Roadmap ID: BRE Training & Certificatio n Join us to hear how customers across industries are transforming their organization. We will also share our Now Platform strategy and vision to highlight our innovations. The Now Platform strategy and roadmap ID: BRE1588 Prerequisite: PA 101, or significant PA experience In this lab, you’ll learn how to activate out-of-the- box content for different solutions, configure the phrases, stop words and more. PA 201: Jump Start your PA Journey ID: LAB You will create and manage indicators with targets for executive dashboards to deliver dashboard needs as well as use text analytics and Spotlight to provide dashboards to workers to connect to executive-level
PA 202:
Continual Service Improvement ID: LAB Prerequisite: PA 101, or significant PA experience You’ll work with formula-based index indicators, learn how to use metric indicators and Dependency Assessment.
PA 203:
Advanced Use Cases for PA ID: LAB Knowledge 2019
PPM Fundamentals
Western & Southern Financial Group is using ServiceNow Project Portfolio Management with Financials for the intake of new strategic demand and to manage the annual planning cycle. Come learn how they did
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PPM 101: Getting your ducks in the same pond ID: BRE Training & Certificatio n Come learn how ServiceNow has been impactful on ING, how they use our solutions and how they partner together with ServiceNow on future development. Global transformation of ING Bank ID: BRE Learn how Assurant went from a heavy, difficult to use and expensive solution as HP PPM to ServiceNow, transforming the way IT works and delivers value in 100 days. Transform your business in 100 days with ITBM ID: BRE We want to give our customers the flexibility they need to fund their investments in a way that matches their process. Investment planning will allow us to separate work execution and funding as well as a lot more. ITBM Roadmap Part 1: Investment Planning ID: BRE1457 Learning how having PPM on the same platform as Service and Operations Management enable you to get complete visibility of your demand pipeline and project portfolios. Success with PPM and the Now Platform ID: LAB Knowledge 2019
Scripting
ServiceNow
Fundamentals
With the introduction of VA, come learn how Accenture has started to transform not just the employee self- help experience, but also the fulfiller interaction with the platform.
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Get things done with VA & Microsoft Teams ID: BRE Training & Certificatio n The ServiceNow Flow Designer modernizes task automation with a codeless, natural language environment. This accelerates innovation and lowers the barrier to entry for companies. Accelerate outcomes by automating business ID: BRE1154 Learn about the new code-free Mobile Studio available in Madrid and how it will evolve in New York and beyond. The new Mobile Studio ID: BRE Learn and work hands-on with the Service Portal, Virtual Agent, Service Catalog, Knowledge Management and Communities. A Better customer experience using self-service ID: LAB0535 Learn how to create a self- service password reset process that integrates with your Active Directory services or ServiceNow instance in just a few steps. Using Integration Hub & Orchestration ID: LAB Knowledge 2019
Service Mapping
Fundamentals
In this session, led by the head of ITOM visibility, we'll cover the new capabilities as part of our most recent releases as well as provide insight into what's coming in the next few releases of CMDB, Discovery, and Service Mapping.
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CMDB, Disco. & Service Mapping
- What’s new ID: BRE Training & Certificatio n This session will share some of the advantages and challenges of moving the Service Mapping functions closer to the application owners and the business from Lockheed Martin. Service Mapping excellence ID: BRE We have developed a three stage framework for launching digital business services, regardless of business line or whether the service customer is an employee, customer, or supplier. Define and map out business services ID: CSS From identifying your services' candidates via handling errors in bulk to a structured approval process, all these features and more may serve you well. You'll be guided through the process, exposed to these new Streamlining deployment of Service Mapping ID: LAB Customers leveraging Discovery with probes can be migrated to patterns. In this lab, you'll learn the best practices and methodology to migrate the strategy from probes to pattern. Probe to pattern migration ID: LAB Knowledge 2019
Service Portal
Fundamentals
Attendees will learn how Blizzard built an independent workflow application on the Now Platform that is reliable, polished, and globally scalable.
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Building a modern app on the Now Platform ID: BRE Training & Certificatio n Pension Corp. replaced their existing Service Portal with a Enterprise ServiceNow Portal (Not just IT). Learn how they balanced the sometimes competing opportunities and challenges they faced. User Experience- driven portal delivery ID: CSS Learn and work hands-on with the Service Portal, Virtual Agent, Service Catalog, Knowledge Management and Communities. A Better customer experience using self-service ID: LAB0535 (^) Discover how the ServiceNow Employee Service Center provides organizations the ability to provide a “one stop” shop for employees to do an assortment of actions. Employee Service Center – Unified Portal ID: LAB Knowledge 2019
ServiceNow
Fundamentals
The ServiceNow Flow Designer modernizes task automation with a codeless, natural language environment. This accelerates innovation and lowers the barrier to entry for companies.
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Accelerate outcomes by automating business ID: BRE Training & Certificatio n From this session, you’ll walk away with the foundational knowledge and confidence to create meaningful and actionable reports. Reporting 101: Reporting Essentials ID: LAB This lab is jam- packed with the knowledge you need to bring your reports to the next level by connecting multiple datasets, arranging report data in effective ways and delivering your reports to stakeholders. Reporting 201: Advanced Reporting Concepts ID: LAB1606 Effective data visualizations should tell a meaningful story and leave the audience with a clear idea of actions they should take. This lab is all about building and sharing those stories through ServiceNow Reporting 202: Telling a Story with Dashboards ID: LAB Attend this session and learn how to use the Customer Success Center, the new Success Navigator, Best Practice content, and our success pillars to build prescriptive, custom, and practical action plans to optimize Using Customer Success Center to get value ID: CSS Knowledge 2019
