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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.

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
PCC4519 - ServiceNow Cloud Management (2-Day Course) ServiceNow provides organizations with the ability to see and manage the consumption of their Cloud resources via a single pane of glass. The ServiceNow platform gives end users a predictable user experience and administrators visibility and control of their cloud resources. The Cloud Management course is a condensed 2-day course focused on helping attendees understand how to configure ServiceNow to automate the Cloud and manage the lifecycle of Virtual Machines and related Cloud Services. Topics include: • Inventory, track and report on Virtual Assets • Use the Service Catalog to take in requests • Process Requests with Workflows and Approvals • Manage the lifecycle of Virtual Machines from request and procurement through retirement • Post Configuration of Virtual Machines • Report on Billing information Who Should Attend: This course is designed for IT Administrators and others in a company who work with managing requests for and the lifecycle of virtual machine assets. Prerequisites: • The ServiceNow Foundations eLearning course – six modules that introduce the ServiceNow platform and interface. • Some experience in Cloud Management 8 Hours Pre-Conference Training – Classes
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
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
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
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
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
BRE4069 - Transforming Customer Service at TriMedx The costs of delivering superior healthcare continue to rise. To address those challenges, TriMedx supports more than 1,800 customers in delivering health technology management that provides sustainable savings and efficiencies. Hear how TriMedx leveraged Customer Service Management to transform its customer service operations and offer new revenue-generating products. 50 Minute Traditional Breakout Doug Folsom
CIO–TriMedx Holdings LLC
BRE4057 - Automating Customer Service for a $66 Billion Business Broadcom is built upon 50 years of innovation, collaboration and engineering excellence that attributes to a $66 Billion market capitalization today. Their journey begins with how meticulously IT strategized to automate and transform itself in driving a zero helpdesk which led to simplifying complex customer relationships through ServiceNow. 50 Minute Traditional Breakout Stanley Toh
Director, Global IT Enterprise End-user–Broadcom Limited
BRE4064 - Introduction to Customer Service Management (including roadmap) Are you struggling to improve customer service while driving down costs? Attend this informative session to learn how the familiar benefits of the ServiceNow platform power Customer Service Management to provide business partners and customers with always-available and easy-to-use self-service options while providing an effortless customer service agent experience that connects customer service to the rest of your organization, speeding problem diagnosis to drive permanent solutions and not just one-time fixes. In addition to an overview of current capabilities, this session will reveal what is planned for upcoming releases. 50 Minute Traditional Breakout Terence Chesire
Senior Director, Product Management–ServiceNow
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
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 Services–
BRE4172 - Stop HELPING and start SERVICING your employees! A story of IT helpdesk transformation The recent deployment of ServiceNow Express become a catalyst event to reshape and rebrand our internal employee IT Help desk. The transformation included full rebranding to IT SERVICE DESK, job description updates, employee communication, mission statement, service level creation and more. This session will describe the road map to embark on such an evolution. The end result has created a new high quality internal IT service department delivering smart and reliable solutions, while delivering a continuous positive technology experience. 50 Minute Traditional Breakout Jim Maza
Vice President Information Technology–Assurance
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
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 Chris Collazo
Dub Myers
Manager, Software Engineering–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
CCW4230 - Leveraging Service Portals 'The Quick and Easy Way' This workshop is a level 100 guide on how to use the new Service Portal with no to low code. The objective is to create a compiling 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
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
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
BRE4083 - Finally - IT planning that doesn't suck! Too often enterprises today are being run from a variety of systems and data sources that are disconnected and result in poor planning, inefficiencies, and often times a disconnection between IT and the business. What if we organized our IT planning processes and moved from "order takers" to "trusted business partners"? Creating portfolios to define our business partner network and aligning strategies, goals, ideas, and demands against them positions IT to do exactly that. See how Lendlease is using a combination of PPS, APM and ITFM to deliver an integrated approach leveraging interconnected data to not only start the journey of becoming a more functional organization, but more importantly, a "trusted business partner". 50 Minute Traditional Breakout Brian Muffley
Enterprise Architect–Lendlease
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 Richard Hawes
Dir. Product Marketing - ITBM–ServiceNow
BRE4122 - A Journey into Enterprise Service Management I will talk about the journey that Campbell took . How started with HR and then expanded ServiceNow fulfilers across our Enterprise wide shared services in 3 months. I will discuss the models we used to support and build this and how we progress over an 18 month period to provide comprehensive services using ServiceNow across HR, IT, Finance, Procurement, Revenue Management, Mater Data, Security and Facilities. In addition, I will elaborate on how we now us ServiceNow to manage or development, our ideas, projects and performance across our shared services and beyond. 50 Minute Traditional Breakout Mark Grimmelikhuijsen
Snr Mgr, Service & Portfolio Management–Campbells
BRE4134 - From CMS "Meh" to Service Portal AMAZING! Three years ago, a major New York City Hospital went live with the ServiceNow Content Management System (CMS). With no experience in Customer portals, we designed a heavily customized solution that was difficult to use and maintain, and challenging to customers. With rapid expansion of the hospital's customer base, a change had to be made! With the release of the new self service portal, and the help of our partners, we were able to redesign the customer experience, deflecting status calls away from the service desk and present request and incident data up front and center. The polished interface, and increased usage of the portal, resulted in higher customer satisfaction rates across the enterprise. Let us show you our journey from "Meh" to Amazing! 50 Minute Traditional Breakout Barbara Tejeda
Senior Developer–New York Presbyterian
BRE4139 - How to migrate pharma gainet in just 4 months Teva Pharmaceutical is the biggest generic pharma company worldwide. In our session we will review our journey of migrating 60,000 users from CA into Service now, while changing the organization mindset and ITSM vision. One of our main objectives was to consolidated 50+ Service desks into manageable virtual organization that provide consist support to our end users. Also introduction of the first self service portal. First processes to be implemented were Incident, Request & Asset management. on our plan we are already working on problem & Change management as well. Putting our employees in the center of everything we are doing, from Self services introduction to full IT service transparency we increased customer sanctification, Employee productivity & IT efficiency. 50 Minute Traditional Breakout Zafrir Shemer
Assoc. Dir, IT Service Management–Teva
BRE4146 - ITs 2am Do you know where your assets are? Speaking – Rebecca Sunda, IT Asset Management with over 25 years' experience beginning with a 22 year career with USAF, Director of Logistics and Resource Management. Responsible for Government Assets in Deployment and Recovery on a Global Scale. I was able to cross over to the corporate discipline beginning with managing IT Hardware Accountability and controls reporting to the VP of Technology. Starting the journey with implementing an ITAM program using the ServiceNow Platform. What I did first/Last and what we have on our roadmap. MORE important some hard lessons I learned along the way. "Providing accurate and timely financial and technology useful life visibility, enabling strategic vision for future technology acquisition and deployments." 50 Minute Traditional Breakout Rebecca Sunda
Sr Manager - IT Asset Management–Blackhawk Network, Inc
BRE4177 - The Urinal Fly as an Agent of Change: Realizing ServiceNow in a Higher Education Institution Championing a huge product like ServiceNow at a university is a different battle than at a corporation where budgets, decisions, and strategies are much more centralized. Universities and colleges tend to do much more in-house application development, distributed over dozens of departments, and trying to sell a common platform for optimization of effort and information exchange can be a daunting task, both on the pocketbook and on the patience of the person doing the selling. At NC State University, we used several strategies and saw several unforeseen scenarios involving our customer base and our decision makers during and after our selection and implementation of ServiceNow. This presentation will draw an analogy between our process and that of the lowly urinal fly in an effort to show how widespread change towards a common goal can be strange, game-changing, and predictably messy. 50 Minute Traditional Breakout Chris King
Asst. Director, Technology Support Services–NC State University
BRE4184 - What to Expect When You’re Expecting to Upgrade to Service Portal: BD’s Journey Come with BD on their journey to maximize their worldwide user experience with the new Service Portal! As a long time ServiceNow customer with a custom CMS portal we have undergone a transformation this year in the migration as well as for our users. Share our learnings on what was required for a successful implementation, including build out of custom widgets, organizational change management, technical governance, knowledge and strategic areas that will require thorough evaluation and planning. The new Service Portal offers the ServiceNow platform to BD’s Shared Services Associates, Vendors, and Customers regionally and functionally allowing for a truly unique Service Portal experience. The future of self-service in ServiceNow is on the Service Portal and BD and Cask are excited to share with you all that we’ve learned upgrading to the new technology in order for you to be successful as well! 50 Minute Traditional Breakout Trisha Johnson
Sr. Manager Services Platform–Becton Dickinson
BRE4127 - Connect Support: How Asurion employees use Connect to better understand our customers Before Connect Support, technical leads in the contact center used a crowded Skype Group Chat room to manage escalations with agents. Without a discrete chat conversation, reporting and trending was impossible and keeping track of conversations was a challenge. Rather than spending $300k+ on an internally developed solution, Asurion utilized the ServiceNow platform Connect Support application to manage chat queues by Client and allow technical leads to create cases based on their conversations with agents. The team is now able to see what agents are escalating, allowing them to quickly respond with training or additional education material as needed. With reporting and the use of sentiment analysis gathered from Connect Support, social media, and other sources, Asurion is also able to understand our agents and customers attitudes and quickly respond to negative or positive indicators. 50 Minute Traditional Breakout Kristy Merriam
Product Manager–Asurion
BRE4160 - Organizing Teams for Quick and Efficient Incident Resolution How do you organize the chaos that comes with 'all hands on deck' major incident response and resolution? Can we keep the right parties informed throughout the process and ensure the teams have the support they need to quickly resolve the issue? See how we approached these issues and more using Incident Management, Incident Alert, On-Call Scheduling and an integration with Notify. 50 Minute Traditional Breakout Jamie Hollenbeck
Sr. Business/Process Analyst–Mary Kay
BRP4285 - Panel: How to Modernize Employee Onboarding for the Digital Age – an Industry Perspective Hear from a panel of customers on how they eliminated manual HR tasks, and streamlined and automated their various onboarding activities which spanned across other departments like IT, Facilities and so on, using ServiceNow. Learn about the critical business challenges they faced, best practices they learned along the way, successes they have had so far, and what’s next for their organizations. 50 Minutes Panel Breakout Ben Bartels
Melanie Hildebrandt
VP - Corporate IT–Sony Pictures Entertainment Inc
Jack Foo
Service Catalog/Portal Manager–Toyota Motor North America
Terrie Kauffman
IT Service Management–Carolinas Healthcare System
BRE4153 - Machine Learning, Artificial Intellicence, Chat Bots and More A look into the future of ServiceNow ITSM. We'll be exploring Machine Learning, Artificial Intellicence, Chat Bots and how they can be used for solving ITSM challenges. 50 Minute Traditional Breakout Abhay Kulkarni
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
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
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–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
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, Development–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
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 Steven Socha
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 Kenneth Michelson
VP, Platform Solutions–Acorio
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 Puru Amradkar
Sr. Product Manager–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
BRE3972 - Almost DevOps? Combining ServiceNow Ops and Agile App Dev With the impending shutdown of a legacy Lotus Notes environment still teeming with over 200 custom apps, we took a group that has been developing in the ServiceNow ITIL and Service Management modules for years and transitioned them into a team that now also builds custom apps in the Platform Runtime. See what processes and tools we are using to transition from just maintenance and support team into a team that supports a DevOps mindset, and see the first few apps that we've rolled out. 50 Minute Traditional Breakout Troy Dowd
Supervisor Web Services–Owens-Illinois, Inc.
BRE3977 - Case Study: Business Continuity Custom App A custom application was created in ServiceNow to reduce the time spent on creating, managing and maintaining business continuity plans for multiple offices. The solution facilitates the gathering of business impact assessment and critical continuity data from stakeholders. The collected data is automatically populated into the business continuity plan document for sharing with stakeholders. The application uses a scheduled process that helps to keep the organization’s business continuity plans up-to-date and reinforces continuity procedures with stakeholders. 50 Minute Traditional Breakout Tina Price
AVP IT Security & Governance–York Risk Services Group
BRE3984 - Expanding Value With The ServiceNow Platform Learn how to unlock incremental value from the platform you already use with the tools you already own. Leverage existing platform features to customize your own portals, build, test and integrate your own custom applications or even safely delegate development and administration to groups outside of IT. Automate your processes or modernize and consolidate your current applications on the ServiceNow Platform. 50 Minute Traditional Breakout Scott Howley
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
BRE3996 - Say “No” to Emails and “Yes” to Productivity Showcasing innovative use of Service Now’s Enterprise Service Management capability to automate processes beyond “Traditional ITSM”. Guardian’s IT vendor management team followed a rudimentary process for managing their IT Expense Authorizations. An average of 50+ contracts per month involved filling up manual excel sheets and gazillion emails to track approvals and status. A custom application developed for IT Vendor management team not only improves productivity by eliminating emails but also acts as a “single source of truth” for all their data, and reduces turnaround time from weeks to days. 50 Minute Traditional Breakout Sonika Das
Head of Service Mgmt Tools & Processes–Guardian Life Insurance
BRE4002 - Ready, Aim…Shop? Using the ServiceNow Store to Accelerate Business Success We all know ServiceNow makes it easy to build your own applications, but before your developers dig into creating solutions from scratch it pays to check out the ServiceNow Store ( More than 200 certified applications and integrations are there, ready to use right away. What’s the story with these apps, and how can you leverage them in your ServiceNow environment? Join David Gatley, Technology Partner Product Manager at ServiceNow as he covers the value of certified solutions on the ServiceNow Store. 50 Minute Traditional Breakout David Gatley
Technology Partner Product Manager–ServiceNow
BRE4141 - Improve your KPIs by optimizing your knowledge documentation style and "Growing Trees"! It sounds all too familiar; we successfully implemented KCS and are now knee deep in an ocean of knowledge articles. How to create order and improve efficiency in this overwhelming knowledge saturation? Our answer lies in building effective decision trees. Learn about creating a Gold Standard decision tree template, leveraging the Right Answers quality and review functionality to ensure articles are reviewed by the appropriate SMEs. We will also address the difference between building customer friendly self-service decision trees and IT-centric decision trees for support. 50 Minute Traditional Breakout Miranda Reshaw
Process Improvement Manager–Coca-cola Refreshments
CCW3965 - Enterprise DevOps with ServiceNow Break down the wall of confusion between dev and ops with Service Release Automation. Learn how to design a continuous delivery pipeline that unites change management, release gates, and release automation to enable release agility with collaboration, insight, and governance across all of your line of business applications. 1 Hour 50 minute CreatorCon Workshop James Owen
Sr. Product Manager–ServiceNow
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
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