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Use this Content Catalog to browse the session offerings at Knowledge17.

Use the options on the left to filter sessions by what you need to accomplish, your role, department you are interested in, and more. The more you select, the fewer (but more relevant) sessions you’ll see. Leave a section unchecked to see sessions across all options.

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Check back often, as new content will be added to the catalog frequently throughout the weeks leading up to Knowledge17.

LAB131984 - Service Mapping in a Cloud First World - PaaS/IaaS The proliferation of Cloud services, specifically PaaS services, challenges discovery and mapping with host-less applications using platforms such as Azure Web Apps, Amazon RDS, Google Cloud SQL, and more. This lab will introduce the way our infrastructure and application patterns are developed, debugged, scheduled, and run. 2 Hour Labs Noam Biran
Director, Product Management, ITOM–ServiceNow
Mike Buckner
BRE4627 - Implementing Discovery - The Good, the Bad, and the Ugly Proposed Abstract: We implemented Discovery on an instance that was created in Calgary and upgraded through Istanbul where all configuration items were “computers” whether they were really computers or not. The CMDB was about (at most) 45% accurate as there were lots of duplicate records, records missing, overlapping IP address ranges and just plain outdated information. Today the ServiceNow CMDB is the source of truth. Learn about “the good, the bad, and the ugly” we experienced in implemented discovery to clean up the CMDB, the benefits we’re experiencing, the problems we ran into, and how we overcame each. 50 Minute Traditional Breakout Jeffrey Westcott
Service Management Consultant–Genesys Interactive Intelligence
SIGN132110 - SIG Networking: Life Sciences Take advantage of this opportunity to engage in a fun, casual and productive roundtable discussion with like-minded attendees. Learn how your peers in Life Sciences are addressing similar challenges. Hear how they are streamlining service delivery throughout the institution. Share best practices and lessons learned. 1 Hour SIG Networking
CCDT132071 - Create a Seamless Service Experience for the Enterprise Customers expect a more personalized, modern experience and we can do better. We will cover best practices and principles identified to elevate the service experience and deliver a better UX across the enterprise with Service Portal Designer. 15 Minutes CreatorCon Developer Theater Matt Metten
Sr. Enterprise UX Architect–ServiceNow
CCDT131915 - TechNow: Build Business Apps at Lightspeed with Pro Code The TechNow team will show you what's possible on the platform: build pro code apps fast. 40 Minutes CreatorCon Developer Theater Kreg Steppe
Sr. Curriculum Developer–ServiceNow
Chuck Tomasi
Platform Architect–ServiceNow
Dave Slusher
Developer Evangelist–ServiceNow
PCC4521 - Managing the Lifecycle of Assets and CIs (1-Day Course) This informative 1-day class provides an insight into how ServiceNow integrates ITAM, ITOM, and ITSM processes using Service Catalog, Procurement, Asset Management, Discovery, and the CMDB Applications. This course provides both lecture and hands-on experience to help re-enforce these concepts: • ITAM: Using Service Catalog in concert with Procurement Management • ITOM: Automatically Discover Configuration Items, including Hardware details, Installed Software and Application Relationships • ITSM: Manage Assets and Configuration Items throughout their lifecycle using Add/Move/Change processes to insure proper retirement and disposal of items Using ITAM, ITOM, and ITSM modules together allows you to track and manage Assets and Configuration Items lifecycle management; from Request to Retirement. 8 Hours Pre-Conference Training – Classes
PCC4519 - ServiceNow Discovery (2-Day Course) ServiceNow Discovery is a phase one piece of the ServiceNow ServiceWatch Suite laying the groundwork for mature infrastructure operations management. Using probes, sensors, and discovery patterns, this ITOM application captures IP‑enabled configuration items (CIs), and maps their relationships and dependencies, in your ServiceNow CMDB. A combination of course content and lab work in this condensed 2-day training will help attendees learn to: • Understand the big picture of the ServiceNow Discovery solution • Install and configure multiple MID Servers • Work with Credentials • Configure Discovery to find:    ‑Linux and Windows Servers    ‑Network Devices    ‑Applications • Prevent Duplicate CIs with CI Identifiers • Create New CI Classes • Extend Discovery with custom:    ‑Probes and Sensors    ‑Discovery Patterns • Learn common troubleshooting techniques Who Should Attend: This course is designed for ServiceNow administrators and consultants who need to implement and administer ServiceNow Discovery. Prerequisites: • Certified System Administrator preferred • Successful completion of CodeAcademy’s JavaScript course is recommended • Scripting in ServiceNow is highly recommended 8 Hours Pre-Conference Training – Classes
PCI4540 - Human Resources (HR) Management Accelerated Implementation Specialist Training (2-Day Course) The Human Resources implementation training course provides a best practice approach to configure HR using OOTB functionality. Designed and delivered by implementation experts and developers with hands-on labs for HR System Administrators. The course will include a review of changes introduced with current release, in-depth implementation steps, tips and tricks and a demonstration/discussion of future enhancements. Prerequisites – Mandatory • HR TC Accreditation Level 100 and Level 200 • ServiceNow System Administrator • ServiceNow Service Portal Optional- ServiceNow Scripting 8 Hours Pre-Conference Training – Implementation Specialist Trainings
PCI4538 - Customer Service Management (CSM) Accelerated Implementation Specialist Training (2-Day Course) When customers have problems, they expect fast resolution and a simple engagement process. They prefer multiple engagement methods, from self service online to direct engagement with service agents over their choice of phone, email, or chat. To provide the highest levels of service, your agents need real time metrics and real time collaboration mechanisms that just aren’t available through traditional tools. ServiceNow Customer Service Management (CSM) is different. We give your customers a portal that delivers an effortless self service experience. Our approach connects people, workflow, and processes to engage across departments in case management and resolution. We improve efficiency with automation that gives agents visibility into the health of customer systems, and tools for performing root cause analyses to deliver preemptive service. The result is customer service that is effortless, connected, and proactive. This 2-day class covers common technical aspects of an implementation as well as processes to effectively manage an implementation. This mix allows attendees to learn tactical skills and responsibilities required based on their role as well as develop a holistic view of all team roles and responsibilities. Using hands-on labs, group exercises, lectures, and simulations, students build on existing knowledge and skills by applying implementation best practices, covering: • Core Setup • CSM Customer and Consumer Portals • Creating Cases with callouts • CSM Chat functionality • Case routing and assignment • Targeted communications • Product and Asset management 8 Hours Pre-Conference Training – Implementation Specialist Trainings
PCW4526 - Modernize IT Service Management (2-Day Course) Is your IT organization stuck in the old school methods of delivering and managing your IT Services? Are you ready to modernize your IT Service Management? If you answered "Yes" to these questions, this workshop is designed for you. In this workshop you will: • Understand what modernizing ITSM can do for you • Learn about the Modernize ITSM maturity model • Discover the Services that ServiceNow provides to ensure you meet your desired outcomes 8 Hours Pre-Conference Training – Workshops
PCC4514 - ServiceNow Service Mapping (2-Day Course) Learn how to discover and model business services to manage service health, determine the business impact of infrastructure problems, simplify the root cause analysis of service issues, and minimize the service impact of infrastructure changes. During this condensed 2-day interactive training course, attendees will gain in depth knowledge and practice in configuring and using ServiceNow Service Mapping. A combination of course content and lab work will help attendees learn to: Gain a clear understanding of the ServiceNow Service Mapping solution and its capabilities and how it differs from the ServiceNow Discovery solution Learn the concepts and value of ServiceNow Service Mapping top down discovery that allows ServiceNow administrators to model an entire business service by providing a single entry point to the service such as a web URL or host address and port Install and configure MID Servers Navigate the Service Mapping user interface Configure Service Mapping credentials Configure Service Mapping to discover and model a business service from a top down approach including all the applications, network devices, and servers that support it Gain in depth knowledge on how to configure Service Mapping patterns that allows administrators to model proprietary applications and connections unknown to ServiceNow Service Mapping Work with the Identification and Reconciliation application to understand how inserts and updates are performed to configuration items in the CMDB Gain understanding of how Service Mapping works with ServiceNow Event Management to provide visibility into service outages Learn common troubleshooting techniques Who Should Attend: This course is designed for IT Operations Managers, ServiceNow administrators, and consultants who need to implement, configure, and administer ServiceNow Service Mapping. Prerequisites: Certified ServiceNow System Administrator preferred Experience configuring monitoring and discovery tools and working knowledge of UNIX and/or Windows servers is highly recommended A fundamental knowledge of networking including TCP/IP ports and firewalls, network protocols, IP networks, subnetting, and network devices 8 Hours Pre-Conference Training – Classes
PCW4533 - Optimize IT value through Application Rationalization and Portfolio Management (2-Day Course) Gaining control over business applications costs within an organization can be a daunting task. In this workshop, we will show you how you can gain visibility into your Applications Portfolio under management, understanding their costs and by leveraging IT Financial Management. We will then demonstrate how to assess your portfolio, determine lifecycles to identify retirement and demand opportunities that meet your organizational goals and objectives. We then leverage ServiceNow Project Portfolio Suite to manage investments to realize the identified opportunities. Tracking activities and progress leveraging the powerful analytics in PA demonstrates reveals the value of leveraging the IT Business Management as a critical capability of your ServiceNow investment. 8 Hours Pre-Conference Training – Workshops
SIGN132108 - SIG Networking: Government Take advantage of this opportunity to engage in a fun, casual and productive roundtable discussion with like-minded attendees. Learn how your peers in Government are addressing similar challenges. Hear how they are streamlining service delivery throughout the institution. Share best practices and lessons learned. 1 Hour SIG Networking Wanda Burgamy
SLED Program Manager–ServiceNow
Sheila Pickett
Industry Marketing–ServiceNow
CCW3958 - REST-based ServiceNow integration with Slack to drive Priority Incident Collaboration and Resolution This is what we call useful fun, we take a business problem and solve it in a fun way. One of the main issues with resolving incidents is timing and coordination; quickly getting the right people together to collaborate and solve the issue. Email is too slow for today´s fast business pace, enter Slack. Slack is one of today´s most popular team collaboration tools. In this session, we´ll show you how to use REST services to create a collaboration channel in slack with all relevant stakeholders when a High Priority incident comes in. You´ll also learn additional tips to build your own integrations. 1 Hour 50 minute CreatorCon Workshop Gonzalo Rey
Technical Consultant–Novo/Scale
BRE3989 - Techniques From The New York Stock Exchange (ICE) On How To Manage A Custom Development Team In this session we will discuss best practices around custom development within the ServiceNow platform at the New York Stock Exchange (ICE). In particular we will focus on how we built an internal development and QA team to build out custom applications and support users across the entire enterprise. We will discuss recruiting techniques for finding ServiceNow developers, best practices around training new developers, demand management, techniques for providing documentation and training for end users, and for communicating a road map to end users for upcoming releases. We will also discuss lessons learned about architecting custom applications in ServiceNow to best leverage the power of the platform when building new solutions and migrating applications from other tools. 50 Minute Traditional Breakout Bretlan Fletcher
Director–Intercontinental Exchange | NYSE
BRE4007 - Follow the Yellow Brick Roadmap: A Journey Toward the Emerald CMDB How Eli Lilly and Company implemented an Enterprise Configuration Management Database (CMDB) within ServiceNow following a phased approach to integrate multiple “local” CMDBs into a single Enterprise CMDB to support Incident, Problem and Change Management, how the information in the CMDB is being used today to answer business questions for lifecycle management, vulnerability assessments, and more, and how Lilly plans to increase the scope and value of its Enterprise CMDB in the future. 50 Minute Traditional Breakout John Rea-Hedrick
IT Consultant–Eli Lilly and Company
BRE4019 - Nationwide Configuration Management: A Journey to the Center of the Service Foundation Nationwide® Mutual Insurance will take you on a journey to the center of the Service Foundation: Configuration Management! We will share our lessons learned from past, current endeavors in our Configuration Management journey, as well as our partnership with the ServiceNow Inspire team to lay a solid roadmap for the future. 50 Minute Traditional Breakout Ben Troutman
SACM Process Owner–Nationwide Mutual Insurance Co.
Michael D'Ippolito
AVP, Run Services Delivery–Nationwide Insurance
BRE4021 - Taking the Plunge: One University’s Journey to CMDB CMDB implementations have an 80% failure rate, a risk that has led many resource-limited organizations to avoid attempting this valuable endeavor. Yet with a viable Discovery tool and buy-in from management, success is almost guaranteed. In this session, you'll hear how the University of Denver, took the plunge and successfully transformed their ServiceNow implementation from a glorified ticketing system to a fully populated CMDB, opening seemingly endless doors for ITSM within the IT division and beyond. Shannon Valerio will take you through the University's implementation of CMDB, populated with ServiceNow’s Discovery tool, by taking the audience through a step-by-step look at the process from getting buy-in from stakeholders and technical staff, to the population of a robust CMDB; a process that led to enhancing their ITSM environment through revamping the Change Management process, as well as the implementation of other modules such as Asset Management, GRC, etc. 50 Minute Traditional Breakout Shannon Valerio
Director, IT Customer Service–University of Denver
BRE4033 - Automating the Employee Onboarding Service Experience at is a leading online retailer based in Salt Lake City, Utah. The company sells more than 6,000,000 products on its website, offering discounted prices on furniture, rugs, bedding, electronics, clothing, jewelry and other goods. Founded in 1999, the company has revenues of more than $1.8 billion and employs in excess of 1,700 associates. Due to its robust growth, continues to onboard more than 300 professional associates every year. As with many organizations, onboarded its new associates manually. This process was incredibly time consuming and error prone. For each new associate, it took between 60 to 80 interactions to get everything in place. "We were performing last minute miracles, and even then we weren’t ready. On average, new hires wasted three days waiting for everything they needed. With the number of people we hire, we were losing 1,000 days of productivity every year.” Said Brian Wagstaff, Director of Technical Services Hear from Brian Wagstaff, Director of Technical Services at, as he highlights how was able to reduce the typical 60-80 individual onboarding interactions down to fewer than 8, and eliminate many manual processes, which were costing 1,000 days of productivity every year, using ServiceNow. The tight integration between their Workday and ServiceNow systems has allowed new associates to come on board and hit the ground running—with somewhere to work, a laptop, an email account and access to various corporate systems. Human resources, IT, and facilities now all work together to be ready for each hire’s first day on the job. 50 Minute Traditional Breakout Brian Wagstaff
Director of Technology–, Inc.
BRE4038 - Enabling Facilities Service and Move Management on your ServiceNow Platform Blue Shield of California, which has been a ServieNow platform customer since 2013, is an independent member of the Blue Shield Association and is a nonprofit health plan dedicated to providing Californians with access to high-quality health care at an affordable price. When the Corporate Real Estate team wanted move management to be requested and tracked in the company’s Service Marketplace they found enabling ServiceNow’s Facilities Service Management solution was the ideal solution. Matt Small, Application Consultant Lead at Blue Shield of California will discuss how they we were able to convert all their existing facility CAD maps and easily import those maps and their facility spaces into the ServiceNow platform. By leveraging the ServiceNow Facilities Service Management solution,Blue Shield of California now has a more streamlined on-boarding and support experience as user location is now an integral part of the user profile. 50 Minute Traditional Breakout Matt Small
Consultant/Lead Application Developer–Blue Shield of California
BRE4040 - Improving HR Efficiency by Delivering a Modern Consumerized Employee Service Experience Cox Automotive, which is the leading provider of products and services spanning the automotive ecosystem needed a more efficient way to service their large global workforce of 30,000 employees. HR spent a lot of time fielding benefits and employee issues on a daily basis, which was just becoming very time consuming for their limited HR resources. HR also needed a better way to measure the HR services they provided and determine where and how to improve their processes through the use of HR analytics and dashboards, which they had no insight into using their current legacy systems. Hear from Donna Woodruff, Enterprise Service Enablement Leader at Cox Automotive, and Kristin Deegan, HR Information Systems at Cox Automotive as they highlight modernized and transformed their employee service experience from manual to automated in just 90 days using ServiceNow. Learn how they are leveraging ServiceNow and the HR Portal to support their acquisitions, streamline processes, and provide their growing team member population a more consumerized service experience. She will demonstrate how HR uses ServiceNow Analytics and Dashboards to manage effectiveness, improve inefficiencies and provide transparency to their senior leadership. 50 Minute Traditional Breakout Donna Woodruff
Improving HR Efficiency–Cox Automotive
BRE4052 - The Need for Enterprise Security Response: Introduction to Security Operations You’ve likely heard that ServiceNow has entered into the security market. But where does ServiceNow fit into the security ecosystem? Come to this session for an introduction and overview of ServiceNow Security Operations. During this session, you will learn the basics of the Security Operations offerings, the third party security products that are integrated with them, and some of the key use cases that Security Operations customers are successfully using today. 50 Minute Traditional Breakout Janene Casella
Senior Product Marketing Manager, Security Operations–ServiceNow
BRE4071 - HMS and How We Automated the IT End-to-End Process Last year, at Knowledge 16, HMS presented the IT Work Intake Process using ServiceNow Idea and Demand Management modules. This year, HMS took a giant leap forward and completed their IT End-to-End Process Automation project. HMS has now closed the circle by moving past Work Intake and into Project Management, Time Management, Change Management and Product Delivery. Learn how last year's efforts are reaping rewards with our business partners, how ServiceNow became woven into the fabric of IT service delivery and how ServiceNow has become one of the most talked about products within HMS. 50 Minute Traditional Breakout Debbie Balmos
Sr. Director, IT Support–Health Management Systems, Inc (HMS)
BRE4076 - ERP for Information Technology: Using ITSM, SDLC, Demand, and PPM Together With the ServiceDesk, Bristow Information Technology developed a single solution that serves as the ERP for IT. With one platform, Bristow IT teams are able to manage their work through a single pane of glass. They have visibility into new feature requests to manage and prioritize software development activities. They also have a clear picture of operational issues and service catalog requests as part of the service management processes. The platform provides insight into demand for new business projects to IT leaders. The ServiceDesk enterprise platform makes work simpler and automated for IT teams, while making for an engaging experience for business users. 50 Minute Traditional Breakout Noel Malcaba
IT Director–Bristow Group
BRE4090 - Roadmap: Future Direction for ServiceNow Financial Management Join our product team for insights on how we're investing to innovate and drive new value in the field of IT Financial Management. We'll explore the product roadmap. 50 Minute Traditional Breakout Alex Nesanelis
Product Manager–ServiceNow
Youli Ashkelony
Senior Product Manager, Financial Management–ServiceNow
BRE4095 - The ITBM Suite supercharges your Strategy to Portfolio value stream Adjusting your business and IT priorities yearly no longer cuts it today's disruptive business climate. Being able to shift priorities quickly is critical for today's business climate. We will review how the new ITBM suite helps organizations accelerate their planning activities under the IT4IT standard own Strategy to Portfolio value-stream to bring all key planning functions together in the ServiceNow platform. 50 Minute Traditional Breakout Mark Bodman
APM Product Manager & IT4IT expert–ServiceNow
BRE4103 - End-to-End Cost and Service Visibility for a SAAS Provider Join PTC - a SAAS service provider - in this session and learn about how they benefit from ServiceNow Cloud Management to gain complete cost visibility into the AWS cloud resources they offer to their customers. Additionally, PTC uses ServiceNow to map all the services they offer to their customers for complete service visibility. 50 Minute Traditional Breakout Tameem Hourani
Sr Director - Cloud Services NOC–PTC
BRE4108 - Istanbul Based Hybrid Cloud Provisioning Tieto, the largest IT services company in Nordics, has used ServiceNow at the core of its business operations since 2012. As part of Tieto's re-implementation of ServiceNow in 2016, Tieto moved many IT operations management capabilities from BMC to the ServiceNow ServiceWatch Suite. Consolidation of ITSM and ITOM to the same platform brought a number of benefits. For example, a technology agnostic Cloud Management platform for both public and private clouds provides a consistent user experience across all services, seamless integration to CMDB and asset management, as well as close support from the service management processes. In this session, Tieto will share examples of how they leveraged ServiceNow Cloud Management and the ServiceWatch Suite to provision cloud resources for their customers' cloud based and on-premises environments. 50 Minute Traditional Breakout Tomi Lamminsalo
Senior Product Manager–Tieto Corporation
BRE4115 - Using ServiceNow to provide Self-Service Access and Tracking of Cloud Usage Faced with challenges associated with long lead times for developers to get access to cloud resources, as well as limited visibility into utilization, and ownership of resources, Go Daddy turned to ServiceNow for a solution. Attend this session and learn how Go Daddy is using ServiceNow to manage cloud sprawl by being able to track usage and ownership of cloud resources, as well as providing self-service access to cloud resources for their developers. 50 Minute Traditional Breakout Daymion Reynolds
Sr. Director of Shared Services–Go Daddy
BRP4280 - Panel: Avoiding Cloud Vendor Lock-In Remain agile and keep your options open when it comes to the cloud. Join the ServiceNow Product Management team along with ServiceNow customers to discuss practical advice on how to avoid cloud vendor lock-in. 50 Minutes Panel Breakout Utpal Thakrar
Sr. Product Manager–ServiceNow
Giri Padmanabh
Sr. Director, Development–ServiceNow
Brajesh Goyal
Sr. Director, Product Mgmt–ServiceNow
LAB132002 - Effective Major Incident Handling 201 Join us to learn how to effectively manage Major Incidents and get the appropriate people engaged quickly when they occur. We will review Major Incident best practices as well as tips and tricks on how to configure the ServiceNow platform to support them. Find out how to leverage notifications and workflow to engage stakeholders and learn other ways to leverage ServiceNow to manage, collaborate and track major issues. Prerequisite: ServiceNow administration helpful, but not required. 2 Hour Labs Dave Peters
Joe Hehle
CCB3934 - Design Patterns for Composite Applications with Orchestration Orchestrations are really just complex platform applications. You can do powerful things when you integrate ServiceNow with other systems of record and engagement. This session will walk you through design patterns that will help you be successful building your own Activity Packs, incorporating them into larger applications, and how to organize for successful collaborative development of orchestration content. 50 Minute CreatorCon Breakout Rebecca Dias
Senior Product Manager - Orchestration Core–ServiceNow
Venkata Koya
Manager, Software engineering–ServiceNow
CCB3939 - Enabling Enterprise Architecture decisions through the ServiceNow platform Curious to see how the ServiceNow platform can enable Enterprise Architecture decisions? Throughout this session we’ll discuss the different applications and features of the ServiceNow platform used to address key business questions across the following areas: Program and Portfolio Analysis, Application Rationalization, Technology Modernization, and Standards Management. 50 Minute CreatorCon Breakout Michael Del Castillo
Sr. Solution Consultant–ServiceNow
Brian Murray
Solution Consultant–ServiceNow
CCB3946 - A Perspective on Multi Instance for Large Customers While it is always preferable for customers to have multiple teams working on a single production instance, this option is not always possible to execute while still meeting a customer's business objectives. Our experience shows that this need is most present for our largest of customers with many global locations and highly segmented business lines. This session discusses six approaches for managing multi instance deployments in large customer settings. 50 Minute CreatorCon Breakout Neal Laufenberg
Senior Solution Consultant–ServiceNow
Chuck Preiss
CCW3960 - Killer UX with Service Portal: Beyond Self-Service The Service Portal is more than a self-service portal replacement for CMS. In this session you will build a Service Portal interface for a new custom, scoped application that takes your user experience to the next level. You will use custom widgets that communicate with each other to build this one page app that allows you to query, load, update, and submit new data to and from ServiceNow's database. 1 Hour 50 minute CreatorCon Workshop Brad Tilton
Partner Solution Architect–ServiceNow
CCB4216 - Designing Your Applications for Analytics As a developer, you would never dream of developing your application without key elements of the solution (like security) embedded into the design. Yet many times we see the key elements of reporting and analytics "bolted on" after deployment leading to sometimes unnatural acts to capture the right data to present to stakeholders. In this session, we will discuss the best practices for data structures inside ServiceNow that will allow you to easily leverage the reporting engine and Performance Analytics as part of your application design. 50 Minute CreatorCon Breakout Heath Ramsey
Director, PA Customer Success–ServiceNow
CCW4228 - Planning and Developing for Mobile ServiceNow's platform provides a wealth of mobile capability ready for you to use, but as with any other tool, one should follow good practices for designing and developing with mobile in mind. This workshop will discuss some best practices for planning and developing for mobile, and provide hands-on experience with some common mobile scenarios. Focus will be on Mobile Web UI and Mobile App UI, with some information about tablet and Service Portal. 1 Hour 50 minute CreatorCon Workshop Ken Michelson
VP, Platform Solutions–Acorio
Timothy Haroutunian
Sr. Consultant–Acorio
CCW4230 - Get up and running with Service Portal This workshop is a level 100 lab on how to use the new Service Portal with no to low code. The objective is to create a compelling Service Portal quickly leveraging out of the box widgets. The workshop will cover service portal basics and dive into creating a new portal, branding the portal, creating new page layouts and adding widget instances. The end result will be an awesome customer experience with a great looking and functioning service portal. 1 Hour 50 minute CreatorCon Workshop Chris Anello
Senior Solution Consultant–ServiceNow
Jay Park
Solution Consultant–ServiceNow
CCW4235 - CMDB CI Lifecycle Management API CMDB CI would typically transition through several operational states while undergoing various operations. CI Lifecycle Management provides the mechanism to define states and actions for a CI and lets you apply appropriate actions based on a CI's state to tailor the management of CI lifecycle to business needs. Learn, how to leverage CI Life cycle management API and CMDB groups to manage CI operational state with your automation. Prerequisite: ServiceNow administration 1 Hour 50 minute CreatorCon Workshop Manish Gupta
Manager, Software Development–ServiceNow
BRE4386 - ITSM + ITOM in 1 Tool: Oshkosh’s Journey to Eliminating 60 tools Oshkosh Corporation designs and builds the world's toughest specialty trucks and truck bodies and access equipment by working shoulder-to-shoulder with the people who use them. What started as an effort to consolidate IT groups from 16 different companies and create a shared services model for IT turned into a massive company-wide services transformation. In this session, Oshkosh will discuss the path to eliminating more than 60 tools by first implementing ServiceNow Event Management to connect in events with each CI and automate the generation of alerts and reports proactively. By adding ServiceNow, the team has gotten out of the business of manually waiting and watching for notifications of alerts and issues. This session will outline the journey to an integrated ITSM + ITOM solution. 50 Minute Traditional Breakout Gregory Thoreson
Business Architect–Oshkosh Corporation
LAB132014 - Reporting 201: Advanced Reports and Dashboards Discover insights on how to answer the tough questions that you and your business users have to adequately run your operations and how to disseminate information so stakeholders are focused on the right things and will interpret the information the right way. By the end of this session, you will know how to create more challenging reports and how to present and distribute the results in the most effective ways to your audience. Target audience: Reporting power users and reporting admins Prerequisite: Reporting Essentials lab recommended. 2 Hour Labs Dan Grady
Sr Advisory Solutions Consultant - Performance Analytics–ServiceNow
Silvia Mihit
CCB3922 - Incorporating existing JavaScript libraries into your ServiceNow apps There are countless useful JavaScript libraries available on the web, but do you know how to use them in your ServiceNow apps? Some libraries are easily portable and will be simple to adapt. Others rely on the specific capabilities of the runtimes they were built for (such as Node.js) and are unlikely to work in ServiceNow without extensive modifications. This talk delves into the factors that determine whether or not an existing library is likely to be usable, and will offer practical guidance to developers wishing to incorporate existing code into their ServiceNow applications. 50 Minute CreatorCon Breakout Josh Nerius
Developer Evangelist–ServiceNow
CCB3927 - Building Scoped and Enterprise Service Apps for Discover’s Payment Services Line of Business Share how we have built Scoped and Custom Apps for Enterprise Service Management helping to automate work across Discover's Consumer Banking and Financial Enterprise Operations. Present what we have found are ideal candidates for Apps in ServiceNow and some best practices/lessons learned in Development and Integrations. Demo real life examples that show how we have automated and streamlined front office to back office request/fulfillment workflows including Banking/Deposit Cases, Operational Risk Events/Consumer Banking incidents - Show how the applications can benefit from being tightly linked with IT incident management as business cases are created automatically when technology event occurs. 50 Minute CreatorCon Breakout Dan Cigrang
Developer–Discover Financial Services
CCB3941 - Under The Hood - How to optimize the performance of your instance This session will cover the details of how Servicenow platform is architected. It will give the audience a great insight into the building of the platform and applications. It will help them to understand, appreciate the architecture and manage the instances better. 50 Minute CreatorCon Breakout Jared Laethem
Director, Platform Development–ServiceNow
Brent Bahry
Manager, Platform Development–ServiceNow
CCW3953 - Managing multiple development projects at the same time in an instance This workshop is to provide hands-on experience with different ways (best practices) of having multiple teams working on multiple projects in ServiceNow. When multiple teams are working on the same instance, there tends to be a lot of challenges especially when working on the same module. This workshop will give hands-on experience for participants on how to handle these situations. 1 Hour 50 minute CreatorCon Workshop Chris Maloy
Platform Specialist - Architect–ServiceNow
Shiva Ramachandran
CCB4204 - Incorporating Push Notifications into your Notification Strategy ServiceNow supports Push Notifications to the ServiceNow Mobile Application out of the box. We'll cover how to incorporate this messaging channel alongside others for best effect in your overall system notification strategy. From simple push notifications to action taken directly from the push notification, give your users control over their own notification preferences to manage their messages. 50 Minute CreatorCon Breakout Christopher Collazo
Senior Advisory Solution Architect–ServiceNow
Dub Myers
Software Development Manager–ServiceNow
CCB4211 - Speeding Your Delivery Time with Web Development Tools ServiceNow Admins come from various backgrounds in business, system administration, and programming. Those that plunge into the exciting world of ServiceNow may not know of internal features and external tools that will optimize their troubleshooting and development skills. This session will be split into two topics: External Developer tools and Internal Developer Features. In the first portion, we will review tools that can be applied in ServiceNow's unique development environment, including the Web Development Consoles that are already built into Google Chrome and Mozilla Firefox! In the second portion, we will review some built in features, like the tried-and-true Debug functions and background scripts, can be hacked in clever ways to create and test code in a flash. After demonstrating the standard tools that have been available since the early editions, we will spend some time showing off ServiceNow's latest development features (like the exciting new Automated Test Framework) and how these tools can be leveraged to improve a team's methodology. With helpful demonstrations, this presentation will challenge ServiceNow Admins to look at their work differently and discover hacks to improve their team's efficiency. 50 Minute CreatorCon Breakout Steve Socha
CCW4608 - Advanced Orchestration: Create Run Powershell, and Run SSH Custom Activities Attendees will learn how to use the Orchestration Custom Activity builder to create two basic activities (Run Powershell, Run SSH). We'll then extend these to be more generic, and to accept any legitimate Powershell or SSH commands. Finally, attendees will learn to handle complex output from the activities in the Orchestration workflow. Several Best Practices will be demonstrated for creating Custom Activities. 1 Hour 50 minute CreatorCon Workshop Steve Bell
Senior Implementation Specialist, Technical Architect Manager–Accenture Operations
Mark Amann (Accenture)
LAB131972 - Learn How To Connect With Connect Connect is the new way of getting work done, through real-time collaboration, on the ServiceNow platform. This session will introduce you to Connect Chat: A powerful collaboration tool that enables everyone to work inside a record and helps reduce resolution times, Connect Support: A real-time messaging tool that makes your agents more productive so that they can resolve incoming requests faster and Presence: Enables instant feedback by knowing who's available and who's not. You will explore the entire Connect experience and learn how to configure your ServiceNow instance, so that your users can just jump right in and start doing work in a new way. 2 Hour Labs Tolga Tutel
Bernhard Weiss
LAB131977 - Maximizing the Employee Experience with HRSM and becoming the System of Engagement One of the top complaints of Employees today is finding the right Portal or Application to ask a question or make a request. In this session we show how we can maximize the employee experince and become the System of Engagement and front end all the back end systems and providing the Employee a "One Stop Shop" Prerequisite: None 2 Hour Labs Marouane Mraihi
Sarah Means
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