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132615 - Industry Analysts - New this year at K17! <p><ul><br /> <li>Financial Services</li><br /> <li>Medical/Healthcare</li><br /> </ul><br /> </p><p><a href="https://knowledge.servicenowevents.com/connect/meetings.ww " target="_blank">To Schedule Meeting Click Here</a></p> 1 Hour ExecConnect 1:1 Meetings
PCC4518-2 - ServiceNow HR Administration (2-Day Course) -2 <p>The ServiceNow&reg; Human Resources Service Management (HRSM) application automates standard HR processes within your organization to eliminate the number of checklists, email exchanges, and phone calls performed by the HR team. Learn how to configure and administer the ServiceNow Human Resources Service Management (HRSM) application.</p> <p>During this condensed 2-day interactive training course, attendees will gain in-depth knowledge and practice in configuring and using the ServiceNow HRSM application. A combination of course content and lab work will help attendees learn to:</p> <p>&bull; Review the ServiceNow HRSM solution and its capabilities<br /> &bull; Utilize the Guided Setup feature to configure HRSM<br /> &bull; Configure HR properties, criteria, document templates, and managed lists<br /> &bull; Define and manage the HR Service Portal, HR Catalogs, Categories, and Items<br /> &bull; Explore skills and auto-assign HR Cases based on skills<br /> &bull; Learn about employee Profile Management and the security constraints that determine access<br /> &bull; Establish the workflow for HR Knowledge Management<br /> &bull; Gain practical knowledge of HR Case Management, data handling, and HR surveys<br /> &bull; Drill into results via reporting and dashboards<br /> Who Should Attend: This course is designed for HR Administrators, ServiceNow administrators, and consultants who need to implement, configure, and administer ServiceNow HR Service Management.<br /> Prerequisites:The ServiceNow Foundations eLearning course &ndash; six modules that introduce the ServiceNow platform and interface.</p> 18 Hours over 2 sessions Pre-Conference Training – Classes
PCW4526-2 - Modernize IT Service Management (2-Day Course) - 2 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 18 Hours over 2 sessions Pre-Conference Training – Workshops
PCC4514-3 - ServiceNow Service Mapping (2-Day Course) -3 <p>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:</p> <p><br /> Gain a clear understanding of the ServiceNow Service Mapping solution and its capabilities and how it differs from the ServiceNow Discovery solution<br /> 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<br /> Install and configure MID Servers<br /> Navigate the Service Mapping user interface<br /> Configure Service Mapping credentials<br /> 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<br /> 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<br /> Work with the Identification and Reconciliation application to understand how inserts and updates are performed to configuration items in the CMDB<br /> Gain understanding of how Service Mapping works with ServiceNow Event Management to provide visibility into service outages<br /> Learn common troubleshooting techniques<br /> 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.<br /> &nbsp;Prerequisites:&nbsp;<br /> &nbsp;<br /> &nbsp;Certified ServiceNow System Administrator preferred<br /> Experience configuring monitoring and discovery tools and working knowledge of UNIX and/or Windows servers is highly recommended<br /> A fundamental knowledge of networking including TCP/IP ports and firewalls, network protocols, IP networks, subnetting, and network devices</p> 18 Hours over 2 sessions Pre-Conference Training – Classes
PCC4519-2 - ServiceNow Discovery (2-Day Course) -2 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 18 Hours over 2 sessions Pre-Conference Training – Classes
PCC4516-1 - ServiceNow Service Portal (2-Day Course) -1 A Service Portal quickly and easily creates requests, provides access to Knowledge and searchable information, and provides an effective, friendly way to complete tasks. The ServiceNow Service Portal application provides the features to design a Service Portal, and many of the ServiceNow applications are accompanied with customizable Service Portals. Upon completion of the course, students will be able to: • Create new Service Portals, Themes, Pages, and Menus • Understand how to create and use Widgets • Re use existing Portal components • Navigate all aspects of the Service Portal application • Configure other aspects of the platform to enhance a Service Portal Participants achieve these objectives through the combination of labs, demos, lecture, group discussions, and instructor facilitated interactive discussions (Tech Talks). A scenario is weaved throughout the course to present real world, relevant lab exercises as extensive hands-on work is completed in student instances. Who Should Attend: The audience for this class includes low code System Administrators and Web Designers and Web Developers who want to learn how to create Service Portals that offer users a consistent, intuitive, and delightful experience when they access their organization’s services online. Prerequisites: Completion of the ServiceNow System Administration course with six plus months of hands-on administration experience. Although all scripts are provided for lab exercises, participants will find them easier to interpret and read if they have a basic understanding of: • Scripting in ServiceNow • Bootstrap • CSS • HTML Having these prerequisites allows participants to immediately be successful in class as they provide a common vocabulary and standard practical experience with ServiceNow fundamental applications. 18 Hours over 2 sessions Pre-Conference Training – Classes
PCC4513-3 - Performance Analytics for Administrators (2-Day Course) -3 In this 2-day interactive technical training course attendees master the setup, configuration, and usage of the ServiceNow Performance Analytics application (Premium version). The course is designed for Performance Analytics Administrators, Power Users, and Business Process Owners who require deeper service insight through Performance Analytics. A combination of lecture content and lab work helps attendees achieve the following: • Get introduced to ServiceNow Performance Analytics and understand its use cases, architecture, and deployment process • Use Performance Analytics Visualizations including Scorecards and Dashboards • Create and configure Data Collection Jobs • Build Automated Indicators and add Breakdowns and Relations for powerful data navigation • Create Manual Indicators and manage manual data population • Build Formula Indicators for added process and service inferences • Make data actionable via Targets and Thresholds • Work with Widgets and design role based and context sensitive Dashboards Who Should Attend: This course is designed for Performance Analytics Administrators and Power Users who plan to administer the Performance Analytics application. Service owners who plan to design requirements and specifications for Indicator and Dashboard creation may also benefit from this course. Prerequisites:The ServiceNow Foundations eLearning course – six modules that introduce the ServiceNow platform and interface. 18 Hours over 2 sessions Pre-Conference Training – Classes
PCC4509-1 - System Administration (2-Day Course) -1 This course is designed for system administrators who are new to the ServiceNow ecosystem. During this condensed 2-day interactive training course attendees will implement various system administration functions in their own instance, learning to perform fundamental administration and configuration tasks. Specifically, attendees will learn to: • Perform core configuration tasks • Work with User Interface (UI) policies, data policies, UI actions, business rules and client scripts • Add users, groups and roles • Manage data with tables, the configuration management database (CMDB), import sets and update sets • Work with two key process applications: Knowledge Base and ServiceNow Service Catalog • Create workflow activities and approvals • Configure alerts and notifications • View upgrade history and status • Control system access and data security • Create baseline performance metrics • Run reports, configure service level agreements (SLAs) and perform instance branding and customization • Integrate social IT elements and learn best practices Attendees participate in real world, relevant lab exercises. The class features lecture and group discussions, as well as extensive hands-on practice, delivered in a wide variety of labs, tech talks and an interactive discussion of a comprehensive, real world example. Who Should Attend:This course is designed for new ServiceNow System Administrators – 0-3 months into a new deployment. Prerequisites:The ServiceNow Foundations eLearning course – six modules that introduce the ServiceNow platform and interface. 18 Hours over 2 sessions Pre-Conference Training – Classes
TT132355 - General ServiceNow Scripting Someimes, the only way to do something is to code it. Let's talk coding, best practices, and getting efficient and effective code into the system. 1 Hour TableTalks Mike Allen
Lead Technical Specialist–Banking Industry
132177 - Are you in the best shape that you can be? Instance Health Check Learn best practices and get recommendations to ensure your instance is performing optimally. <p><a href="https://knowledge.servicenowevents.com/connect/meetings.ww " target="_blank">To Schedule Meeting Click Here</a></p> 1 Hour EngageNow Meetings
132184 - For ITSM: Optimize Adoption and Value Realization Through Aligning Business Value and Stakeholders Get empowered. Drive increased adoption and value realization for new implementations by designing stakeholder maps and business value statements. <p><a href="https://knowledge.servicenowevents.com/connect/meetings.ww " target="_blank">To Schedule Meeting Click Here</a></p> 1 Hour EngageNow Meetings
TN132831 - How to Bring ServiceNow into Lines of Business Outside of IT During this session, you’ll learn about a company that extended ServiceNow into their critical lines of business by implementing Nuvolo’s Enterprise Asset Management platform. Allowing them to improve compliance, cut costs and increase organizational efficiencies. Who Should Attend? IT Leadership and CIO’s that work in healthcare, life-sciences, higher education or retail and that are interested in brining ServiceNow to other divisions within their business. 15 Minutes TheaterNow Ben Person
Sr. Director, Managed Services–Nuvolo Technologies
PCC4521 - Managing the Lifecycle of Assets and CIs (1-Day Course) <p>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: </p><ul> <li>• ITAM: Using Service Catalog in concert with Procurement Management</li> <li>• ITOM: Automatically Discover Configuration Items, including Hardware details, Installed Software and Application Relationships</li> <li>• ITSM: Manage Assets and Configuration Items throughout their lifecycle using Add/Move/Change processes to insure proper retirement and disposal of items</li> <p> Using ITAM, ITOM, and ITSM modules together allows you to track and manage Assets and Configuration Items lifecycle management; from Request to Retirement.</p></ul> 9 Hours Pre-Conference Training – Classes
132184-B - For CSM: Optimize Adoption and Value Realization Through Aligning Business Value and Stakeholders <p>Get empowered. Drive increased adoption and value realization for new implementations by designing stakeholder maps and business value statements.<br /> </p><p><a href="https://knowledge.servicenowevents.com/connect/meetings.ww " target="_blank">To Schedule Meeting Click Here</a></p> 1 Hour EngageNow Meetings
CCDT132557 - Pro Tips for Getting your App Certified for ServiceNow Store Crossfuze has built and certified numerous apps for the ServiceNow Store. Get expert insights into what to do to get your app on the fast track to certification and onto your customer's instance fast. First come, first served as seating is limited. 15 Minutes CreatorCon Developer Theater Jacob Andersen
VP, Partnerships and Platform Integration–Crossfuze
TT132716 - Improve and Optimize Your Field Service Operations <p>Do you utilize field services to address issues for external and internal customers? Come have lunch with peers and discuss the challenges faced and learn from others' experiences.</p> 1 Hour TableTalks Nikki Narang
Product Manager–ServiceNow
WIT132292 - Women In Tech Luncheon Join us for a panel discussion on the importance of bridging the gender gap in technology careers. Over 1.1 million technology jobs may go unfilled by 2024, and fewer women than ever are in the talent pipeline. Moving forward, creative solutions will be needed to encourage more women into diverse technology jobs, and to sustain the careers of those already in place. On the panel will be several executives who will share the ways they’ve started to effect positive change from where they sit, within their own companies and communities. The panel will be moderated by Avis Yates-Rivers, President & CEO of Technology Concepts Group International and will include: John Donahoe, President & CEO, ServiceNow, Farrell Hough, GM and VP, ITSM and Product Operations, ServiceNow, and Heather Pfluger, Principal PM Manager, Microsoft IT and Rachel Trombetta, Principle Architect, GE Digital Professional Services. 1.5 Hours Women in Tech Avis Yates Rivers
President & CEO–Technology Concepts Group International
Ashley Haynes-Gaspar
Vice President & General Manager Global Support–GE Digital
Heather Pfluger
Director–Microsoft Corporation
Farrell Hough
GM and VP of ITSM and Production Operations–ServiceNow
John Donahoe
President & Chief Executive Officer–ServiceNow Board Member
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. First come, first served as seating is limited. 40 Minutes CreatorCon Developer Theater Kreg Steppe
Sr. Curriculum Developer–ServiceNow
Chuck Tomasi
Platform Architect–ServiceNow
Dave Slusher
Developer Evangelist–ServiceNow
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. First come, first served as seating is limited. 15 Minutes CreatorCon Developer Theater Matt Metten
Enterprise UI Architect–ServiceNow
CCDT132076 - REST and OAuth and Activities, Oh My! Learn how to form complex REST integrations that are reusable in script, service catalog, and orchestration workflows. First come, first served as seating is limited. 15 Minutes CreatorCon Developer Theater Ben Yukich
Solution Architect–ServiceNow
CCDT132918 - Developer Site Learning Plans Maximize the benefit you get from the Developer Portal using Learning Plans and our re-designed content. First come first served, as seating is limited. 15 Minutes CreatorCon Developer Theater Mary Ellen Niedzielski
Developer Site Content Owner–ServiceNow
TN132836 - Forget science fiction. Fujitsu can augment your reality with ServiceNow <p>Fujitsu is passionate about human centric innovation, which at its heart involves connecting the physical world with the digital world. As part of this we have developed a solution to enhance the working environment of field engineers. In this exciting live demo we will take you through a real-life field engineering situation; from engineering despatch combined with the use of our augmented reality software and wearables, you will be stunned as to how your teams can work at lightspeed, transforming science fiction to reality, enabling your business to transform with confidence.</p> 15 Minutes TheaterNow Nerys Mutlow
CTO for SaaS EMEA–Fujitsu
PCC4509-3 - System Administration (2-Day Course) -3 This course is designed for system administrators who are new to the ServiceNow ecosystem. During this condensed 2-day interactive training course attendees will implement various system administration functions in their own instance, learning to perform fundamental administration and configuration tasks. Specifically, attendees will learn to: • Perform core configuration tasks • Work with User Interface (UI) policies, data policies, UI actions, business rules and client scripts • Add users, groups and roles • Manage data with tables, the configuration management database (CMDB), import sets and update sets • Work with two key process applications: Knowledge Base and ServiceNow Service Catalog • Create workflow activities and approvals • Configure alerts and notifications • View upgrade history and status • Control system access and data security • Create baseline performance metrics • Run reports, configure service level agreements (SLAs) and perform instance branding and customization • Integrate social IT elements and learn best practices Attendees participate in real world, relevant lab exercises. The class features lecture and group discussions, as well as extensive hands-on practice, delivered in a wide variety of labs, tech talks and an interactive discussion of a comprehensive, real world example. Who Should Attend:This course is designed for new ServiceNow System Administrators – 0-3 months into a new deployment. Prerequisites:The ServiceNow Foundations eLearning course – six modules that introduce the ServiceNow platform and interface. 18 Hours over 2 sessions Pre-Conference Training – Classes
PCC4511-1 - ServiceNow Orchestration (2-Day Course) -1 In this practical, 2-day training, attendees will learn how to use ServiceNow Orchestration to automate processes that involve systems external to ServiceNow, such as Operating Systems, Active Directory, and deployment tools. Topics include: • Introduction to ServiceNow Orchestration • Workflow Foundations • MID Server Overview • Getting Started with Orchestration • Passing Variables and Inputs • Credentials • Automating Troubleshooting • Software Management • Active Directory • Password Reset Who Should Attend ServiceNow system administrators who need to build automation into their processes to streamline tasks and produce fast, predictable results. Prerequisites • ServiceNow System Administration required • Certified System Administrator recommended • Three to six months building workflows in ServiceNow • Scripting in ServiceNow or equivalent knowledge is also strongly suggested 18 Hours over 2 sessions Pre-Conference Training – Classes
TN132829 - Transforming HR Service Delivery through Robotics Process Automation and ServiceNow Across industries, HR functions continue to seek ways to deliver an improved user experience during employee onboarding. They are also focused on driving out cost and raising the effectiveness of current processes through automation. The purpose of this session is to present innovative approaches where clients are looking to leverage ServiceNow and robotics process automation (RPA) technologies to transform HR service delivery that results in lower costs, more satisfied employees, and greater compliance and control effectiveness. 15 Minutes TheaterNow Aristide Toundzi
Senior Manager–EY
PCC4520-1 - Customer Service Management (2-Day Course) -1 In this 2-day interactive course attendees master the setup, configuration, and usage of the ServiceNow Customer Service application. This course is designed for Administrator’s responsible for configuring and managing the Customer Service Management application. A combination of lecture, group discussions, and lab work helps attendees achieve the following: • Place the Customer Service Management application and its related applications in the ServiceNow platform and understand its use cases and architecture • Configure Accounts, Contracts, Entitlements, Assets, Account Relationships, and Communication Channels • Configure the Case form, service level agreements (SLAs), and routing and assignment rules • Work with other key process applications: Knowledge Base, Service Portal, Service Catalog, and Field Services (Work Order) Management • Explore Mobile Features related to Customer Service Management Who Should Attend: This course is designed for functional administrators who plan to configure and administer the Customer Service application. Prerequisites: ServiceNow System Administration 18 Hours over 2 sessions Pre-Conference Training – Classes
GSKEY131908 - Work at Lightspeed - Delivering IT, Customer Service, Security and HR at Lightspeed Accelerate your enterprise to work at Lightspeed with Cloud Services, the Now Platform and custom applications for every department and process. See how IT, Security Operations, Customer Service and Human Resources are making employees lives better with proactive, innovative intelligence and automation.  1 Hour 30 Minute General Session Keynote Rahn Wakeley
Head of Cyber Security–AMP
CJ Desai
Chief Product Officer–ServiceNow
KEYT131910 - Customer Service Keynote: ServiceNow for Customer Service - Make Customer Service a Team Sport ServiceNow Customer Service Management is delivering measurable benefits at lightspeed to customers across the globe. Learn how you can transform and modernize service for your external customers, partners, and other constituents that results in greater customer loyalty, reduced costs, and new revenue. 50 Minutes Topic Keynote Dan Hedstrom
VP System Solutions & Services–Cubic Transportation System
JOLENE JEFFRIES
Director, Global Support Delivery–GE Digital
Ian Ashby
SVP, Global Support–Epicor Software Corp
Abhijit Mitra
General Manager, Customer Service Management–ServiceNow
TT132209 - Consumerizing the Employee Service Experience What does consumerization mean to you and how is it impacting your organization? Take the opportunity to network and discuss with your peers on how modern technology and consumerization is changing the way employees want to work going forward. 1 Hour TableTalks Mike Vilimek
Director, Product Marketing–ServiceNow
TT132211 - HR Service Dashboards, Analytics & KPIs What HR analytics & KPI's should be top of mind in any organization? Take the opportunity to network and learn what your peers have to say on this trending topic of discussion. 1 Hour TableTalks Jennifer Stroud
HR Evangelist & Transformation Consultant–ServiceNow
TT132216 - Financial Services, Artificial Intelligence and ServiceNow A deep dive discussion about how machine learning is driving enterprise transformation in Financial Services. 1 Hour TableTalks Chris Collazo
Solution Architect–ServiceNow
Julia Smith
Director - Financial Services - Inspire–ServiceNow
TN132817 - Simplify, Streamline, and Empower Security with iSecOps The proliferation and severity of cyber attacks has everyone’s attention, none more so than Security. But as these attacks become more sophisticated and frequent, Security teams are finding themselves incapacitated by manual processes, disparate systems, and information overloads. It’s time for Security to embrace the ServiceNow platform and what IT has taught us. During this TheaterNow session, you’ll get a sneak-peak demo of DXC Technology's Integrated Security Operations solution - iSecOps. By combining global managed security services with the power of the ServiceNow platform, iSecOps better aligns Security and IT to prevent, detect, address, and recover from today’s perpetual cyber threats. By empowering your Security team with predefined security controls for integration, workflow and security support, you can tilt the playing field in your favor. 15 Minutes TheaterNow Matthew OBrien
Cyber Global Product Manager–DXC
PCW4533 - Optimize IT value through Application Rationalization and Portfolio Management (2-Day Course) <p>Gaining control over business applications costs within an organization can be a daunting task. </p><p> 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.</p> 18 Hours over 2 sessions Pre-Conference Training – Workshops
TN132824 - Okta + ServiceNow: Modern Identity and Service Management <p>Come learn how Okta can extend the ServiceNow platform to allow administrators to control Enterprise Identity Services within the Okta Identity Cloud. By automating User Onboarding and Offboarding tasks to repeatable, standardized processes, and moving user password and security requests to self-service options, customers can save time and money while delivering a seamless, modern experience.</p> 15 Minutes TheaterNow Josh Donelson
Mr.–Okta
TN132843 - Incident Response Best Practices for the Modern Enterprise <p>In the digital era, balancing speed, accountability, and costs when responding to critical incidents is an imperative, not a goal.&nbsp;<br /> Using lessons learned from hundreds of the best ServiceNow teams, David Hayes will be sharing best practices in incident response.&nbsp;<br /> Attendees will leave with actionable insights to up-level their response practices for improved employee and customer value.</p> 15 Minutes TheaterNow David Hayes
Director, Platform Strategy–PagerDuty
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 &quot;One Stop Shop&quot; Prerequisite: None 2 Hour Labs Karlo Parulan
Senior Solution Consultant–ServiceNow
Sarah Means
Solution Consultant–ServiceNow
LAB131984 - Discovery & 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
Senior Solutions Architect–ServiceNow
LAB131989 - Designing Cloud agnostic workloads Multi-cloud is the name of the game when it comes to enterprise workloads. The reason why enterprises adopt vary all the way from multi-vendor corporate policy to disaster recovery strategy. This lab session takes you deeper into the techniques we recommend for designing workloads that can be deployed on multiple cloud providers without change. In the hands-on lab, you will be designing a new cloud agnostic application using our Blueprint designer and deploying it on Azure and AWS environments. Session category: Cloud Mangement, Session Level: 201 2 Hour Labs Ashok Madhavan
Director, Development–ServiceNow
Quentin Carton
ITOM Practice - Solution Architect–ServiceNow
LAB131991 - Cloud Operating Model: Do it your way Nearly all enterprises are looking to have more than one public and private cloud environments for their workloads. There is a dizzying amount of information being thrown around and cloud technologies are constantly evolving. Join us for the session on how to navigate thru the turbulent multi-cloud waters and learn to apply best-practices for operating critical workloads in a multi-cloud environment. Session category: Cloud Mangement, Session Level: 201 2 Hour Labs Yong Liang
Dev Manager–ServiceNow
Jason Miles
Sr. Solutions Architect–Service Now
LAB131996 - Password Reset Administration Forgotten and expired passwords are a common IT problem causing excessive support calls and lost productivity. Address this challenge by learning how to create a self-service password reset process that integrates with your Active Directory services or ServiceNow instance in just a few simple steps. You will also learn how to reset your password using the Password Reset Windows Application and how to use Twilio for two-factor authentication. Prerequisites: ServiceNow administration, Windows Operating System knowledge 2 Hour Labs Tolga Tutel
Advisory Solution Consultant–ServiceNow
Helmut Pfeiler
Advisory Solution Consultant–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
Solution Consultant–ServiceNow
Joe Hehle
Sr. Solution Consultant–ServiceNow
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
Senior Software Engineer–ServiceNow
LAB132019 - Accelerating Security Incident Response, including Threat Intelligence Join ServiceNow cyber-security experts in their Security Incident Response lab to learn how the Security Operations suite empowers security teams tackle security cases much more quickly and effectively. You will learn the basics of the creating, managing and reporting upon security incidents. If you're into cyber-security you won't want to miss this one! 2 Hour Labs Joseph Wheeler
Advisory Solution Consultant–ServiceNow
Erich Dobroth
Solutions Consultant–ServiceNow
LAB132021 - Improving Assurance through Audit Automation Many organizations struggle to manage the constant demand from audit requirements. They are faced with many challenges; including difficulty maintaining the audit plan, performing audits are costly and time consuming, capacity to track audit issues to closure, and an inconsistent approach to control testing. What they need is improved integrity and reliability through the automation of the audit program, including gathering evidence and engagement management. In this session, learn how ServiceNow helps define the scope of an audit engagement, provide a library of associated risks and controls, automate the creation of control tests based on audit test plans, and drive audit findings to resolution. 2 Hour Labs Lucky Johnson
Sr. Consultant–ServiceNow
Ginnie Carr
Solution Consultant–ServiceNow
LAB132026 - APM 101: Using the New Application Portfolio Management Solution to identify opportunities for Application Rationalization This lab will walk the attendee through the process of using APM to identify ideas for Application Rationalization. 2 Hour Labs Simon Grice
Senior Solutions Consultant–ServiceNow
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
Advisory Solution Consultant–ServiceNow
Bernhard Weiss
Solution Consultant–ServiceNow
LAB132007 - Rapid Service Restoration - Incident 101 Join us and learn how to capture incidents through methods such as a self-service portal and service desk call logging. You will link incidents to configuration items (CIs) and service level agreements (SLAs). Visualize service relationships and configuration item health to identify cause and impact with the BSM map. Finally, leverage the power of the ServiceNow platform to link incidents to other ServiceNow applications such as Problem or Change Management. Prerequisite: ServiceNow administration helpful, but not required. 2 Hour Labs Tobias Kutzer
Senior Solution Consultant–ServiceNow
Kerstin Weihe
Advisory Solution Consultant–ServiceNow
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
SN Developer–Discover
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