Focusing on Now Intelligence at ServiceNow Knowledge ’21


Imagine being able to solve any problem your business faces and see how you can grow more resilient businesses and reshape industries with Artificial Intelligence and Machine Learning.

We help you find your way in the maze of all sessions during the event.
1. All Now Intelligent related sessions are available via this page.
2. We watch all sessions for you and provide you with a wrap up.

Join us for ServiceNow Knowledge ’21 to see the transformational
power of Now Intelligence.

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knowledge - Now Intelligence session overview - Knowledge 21

Virtual Agent Sessions

[First login or signup to the Knowledge website ]
1. Virtual Agent implementation at Dell Technologies | Session | May 12 - 11:00 am

May 12 – 11:00 am 30m [Link to session]
Session

Dell Technologies deployed ServiceNow Virtual Agent for HR with just 14 topics yet achieved 40% deflection in live chats in the first month. Perhaps more importantly, customer satisfaction was high, and end-user feedback was overwhelmingly positive. The 10-month project was a testament to collaboration. More than 75 contributors were involved in topic selection, design, configuration, and testing. Carefully orchestrated partnership across multiple stakeholder groups and well-executed user experience research were instrumental in delivering high-quality outcomes.

 

2. Help us support you anywhere around the globe via virtual agent | Session | May 13 - 10:30 am

May 13 10:30 am 30m [Link to session]
Session

Hear from Skyworks CIO, Satya Jayadev, a global microchip manufacturer, and Marivi Stuchinsky, Global CTO of Technologent, a global solutions integrator, regarding their transformation journey from traditional contact center channels to virtual agents, allowing local language support through dynamic translation and integrating MS Teams via Google’s translation plug-in. Our goal is to drive ServiceNow adoption globally by connecting services across IT and Business Units, allowing internal employees and external customers to have a single engagement platform. Skyworks’ transformation journey started with ITSM, ITOM, SAM, and CSM for demand management. A Crawl, Walk, Run program methodology was adopted, with the intent to expand our transformation journey and achieve immediate business outcomes.

3. Virtual Agent implementation at Dell Technologies | Session| May 18 - 11:30 am

May 18 – 11:30 am 30m [Link to session]
Session

Dell Technologies deployed ServiceNow Virtual Agent for HR with just 14 topics yet achieved 40% deflection in live chats in the first month. Perhaps more importantly, customer satisfaction was high, and end-user feedback was overwhelmingly positive. The 10-month project was a testament to collaboration. More than 75 contributors were involved in topic selection, design, configuration, and testing. Carefully orchestrated partnership across multiple stakeholder groups and well-executed user experience research were instrumental in delivering high-quality outcomes

4. Enhance self service with Virtual Agent and IntegrationHub | Session | May 20 - 10:30 am

May 20 10:30 am 30m [Link to session]
Session

Password resets contribute to one of the major shares of calls received by service desks. Converting these calls into a self-service activity improves the user experience greatly apart from the related efforts and cost savings. With the help of a virtual agent powered by Integration Hub and NLU, the session intends to demonstrate a self-service feature to reset user passwords in Active Directory from a publicly accessible topic. The session will explore Action controls in virtual agent which is a new feature added in Quebec and will be used to directly access the AD and Twilio spokes from the designer.

5. Levi Strauss: Virtual Agent journey | Session | May 20 - 11:00 am

May 20 – 11:00 am 30m  [Link to session]
Session

Leveraging ServiceNow, Microsoft Teams, and dynamic translations, Levi Strauss & Co has provided a global chat experience for employees. They are now averaging almost a 50% deflection rate for the last 4 months with the chatbot. They’ll also discuss the adoption rate of integrating with MS Teams and the benefit of making Virtual Agent available on their corporate intranet and service portal sites. Lastly, they’ll talk about their roadmap for the future and how they plan to expand Virtual Agent into HR.

 

6. Delivering a consumer-grade experience with Virtual Agent and Predictive Intelligence | May 20 - 11:30 am
May 20 11:30 am 30m [Link to session]

Heineken is the number one brewer in Europe and the number two brewer globally, with operations in over 70 markets. Heineken was on a mission to deliver a consumer-grade experience for all of its employees across the globe. Using Virtual Agent and Predictive Intelligence, employees can now find the information they need in seconds rather than hours, enabling them to self-serve and spend their time more productively.
7. Virtual Agent implementation at Dell Technologies | Session | May 20 - 11:30 am

May 20 11:30 am 30m [Link to session]
Session

Dell Technologies deployed ServiceNow Virtual Agent for HR with just 14 topics yet achieved 40% deflection in live chats in the first month. Perhaps more importantly, customer satisfaction was high, and end-user feedback was overwhelmingly positive. The 10-month project was a testament to collaboration. More than 75 contributors were involved in topic selection, design, configuration, and testing. Carefully orchestrated partnership across multiple stakeholder groups and well-executed user experience research were instrumental in delivering high-quality outcomes.

Predictive Intelligence Sessions

[First login or signup to the Knowledge website ]
1. Accelerate incident resolution for agents using AI/ML and Flow Designer | Training | May 11 4:30 am

May 11 4:30 am 1h [Link to session]
Training

Drive faster incident resolution for your agents by configuring Agent Workspace to use AI/ML (Predictive Intelligence) with a no-code approach (Flow Designer).

You will learn how to:

  • Identify where AI can help drive automation
  • Build AI/ML models to address identified areas of improvement
  • Implement Agent Assist workflows that leverage AI/ML models
  • Monitor model effectiveness over time

Products used in this lab include:

  • Agent Workspace – a unified command center to help service desk agents prioritize and act rapidly to resolve issues quickly
  • Flow Designer – a no code configuration tool to help build workflows
  • Predictive Intelligence – The service that powers AI/ML features on the ServiceNow Platform
2. Building smarter applications - Using analytics in your workflows | Training | May 11 4:30 am

May 11 4:30 am 1h [Link to session]
Session

Empower pro developers to expose Performance Analytics and Predictive Intelligence to No Code developers to create Intelligent Workflows that are driven by and leverage Now Intelligence.

3. Get started with Now Intelligence for IT Service Management | Training | May 11 4:30 am

May 11 4:30 am 1h [Link to session]
Training

Go beyond the ITSM digital transformation and the modernization of the customer experience by configuring the ITSM Pro suite capabilities and achieving task automation with Performance Analytics, Virtual Agent, and Predictive Intelligence. Showcase the added process insights and next-level agent and customer experience by configuring PA content packs, CIM, Virtual Agent Conversations, PI solution, and AI Search resulting in reduced costs, shorter resolution time, improved accuracy of solutions, and increased productivity.

4. Maximizing intelligence with machine learning at Accenture | Session | May 11 4:30 am

May 11 4:30 am 30m [Link to session]
Session

Learn how Accenture has increased the use of artificial intelligence and automation to evolve its IT and HR organizations. Using ServiceNow’s native machine learning capabilities, we have been able to fully automate routines within IT and HR processes to provide better and faster service to our employees. At the same time, we make our agent´s day-to-day activities easier and more productive. Join this session to discover how we got started, what we accomplished, and what we have planned for our next steps.

5. Now on Now: Improve ITSM operational excellence and service quality | Session | May 11 4:30 am

May 11 4:30 am 30m [Link to session]
Session

COVID-19 has changed how we work together, and IT Service Operations must find new ways to improve efficiency while continuing to deliver great experiences to the new hybrid workforce. At ServiceNow, our ITSM practice uses automation and our Predictive Intelligence, Coaching, and Continual Improvement Management products to optimize performance to Core Incident, Problem and Change ITSM processes. We’ll share how these applications work together, how issues and tasks flow through our ITSM operating model, and how we’re driving operational excellence and service quality.

6. Delivering a consumer-grade experience with Virtual Agent and Predictive Intelligence | Session | May 11 4:30 am

May 11 4:30 am 30m [Link to session]
Session

Heineken is the number one brewer in Europe and the number two brewer globally, with operations in over 70 markets. Heineken was on a mission to deliver a consumer-grade experience for all of its employees across the globe. Using Virtual Agent and Predictive Intelligence, employees can now find the information they need in seconds rather than hours, enabling them to self-serve and spend their time more productively.

7. Now on Now: Taking your Virtual Agent from chatbot to a digital business partner | Session | May 11 4:30 am
May 11 4:30 am 30m [Link to session]

Session

You have Virtual Agent—now what? Implementing is just the beginning. By leveraging natural language understanding (NLU) and Predictive Intelligence, you can maximize the value of Virtual Agent to propel your digital business. In this session, we’ll show you how ServiceNow is using Predictive Intelligence, Performance Analytics, IntegrationHub, and other capabilities available on the Now Platform to exponentially expand Virtual Agent’s capabilities. You’ll learn how you can use Virtual Agent to start building the new, scalable employee experience platform ecosystem of tomorrow.

8. Resolve employee incidents with AI | Demo |May 11 4:30 am

May 11 4:30 am 10m [Link to session]
Demo

Join us to see how Virtual Agents, Predictive Intelligence, and Agent Workspace can help you manage your employee-generated incidents.

9. Wipro: Deliver seamless employee experiences with the Now Platform | Session | May 11 4:30 am

May 11 4:30 am 30m [Link to session]
Session

With the adoption of hybrid-work, multi-device, and multichannel enabled virtual work environments, enterprises need to provide a seamless experience in their end-user services for their workforce. Wipro elevated ServiceNow’s system of action platform by enabling omnichannel access built on experience layer and user interfaces, resulting in simple, frictionless personalized experiences. Wipro then used the operational data for further enhancing the experience by pervasive automation of self-healing routines using predictive intelligence derived from the data analysis. This solution is built by integrating underlying MS and SAP enterprise systems with infra and monitoring solutions built on the ServiceNow platform.

10. Simplify work and automate actions with machine learning | Demo | May 11 4:30 am

May 11 4:30 am 10m [Link to session]
Demo

In this demo, you’ll see how Predictive Intelligence transforms how you work by connecting the dots for agents and recommending relevant tasks.

11. Impossible timelines and requirements: How to make it happen anyway! | Session | May 11 4:30 am

May 11 4:30 am 30m [Link to session]
Session

Join Resideo Technologies as they share their ServiceNow implementation journey that took place while spinning off and separating from Honeywell, a company that has a complex ServiceNow environment and a much larger IT Service Management (ITSM) staff. Early on, they decided to build their own ITSM core apps and processes, which allowed them to shape them as needed for their new company, despite a small staff and aggressive timeline. They’ll explore how they configured ServiceNow using out-of-the-box, scalable solutions and simultaneously stood up a new Service Desk. They’ll also dive into their Artificial Intelligence (AI) journey and how they implemented Predictive Intelligence, Virtual Agent, multiple integrations into the CMDB, and Software Asset Management. 

12. Delivering a consumer-grade experience with Virtual Agent and Predictive Intelligence | Session | May 20 11:30 am

May 20 11:30 am 30m [Link to session]
Session

Heineken is the number one brewer in Europe and the number two brewer globally, with operations in over 70 markets. Heineken was on a mission to deliver a consumer-grade experience for all of its employees across the globe. Using Virtual Agent and Predictive Intelligence, employees can now find the information they need in seconds rather than hours, enabling them to self-serve and spend their time more productively.

13. CMA Insights: Intelligences | Session | May 22 4:00 am

May 22 4:00 am 30m [Link to session]
Session

Join ServiceNow Certified Master Architect Wouter de Waal and hear how he thinks about Intelligences as a next focus area for your organization. Wouter will share his experience and thoughts on getting the best insight in your own data. With these insights you can automate routine tasks and resolve issues faster so that employees can focus on more meaningful tasks. Wouter will also share how Intelligences helped other customers improve the overall user experience and satisfaction.

Performance Analytics Sessions

[First login or signup to the Knowledge website ]
1. Enhance user experience by migrating homepages to dashboards | Session | May 11 4:30 am

May 11 4:30 am 30m [Link to session]
Session

To benefit from responsive dashboards, Swiss Re recently migrated 10,000 homepages to 40 dashboards. Join this session to learn how they reviewed each homepage’s use and implemented redesigned dashboards that take full advantage of the new dashboard features.

2. Get started with Natural Language Queries (NLQ) | Training | May 11 4:30 am

May 11 4:30 am 1h [Link to session]
Training

Natural Language Query (NLQ) enables you, regardless of your technical background, to quickly get answers from data you have access to in your instance by entering plain language questions into the user interface. In this lab you will experiment with the NLQ feature in Report Designer, Condition Builder in List view, Analytics Center and learn how to increase positive query results for NLQ users.

3. Accelerate your Performance Analytics journey | Demo | May 11 4:30 am

May 11 4:30 am 10m [Link to session]
Demo

Join this demo to see how Performance Analytics delivers real-time insight into business performance to help organizations proactively optimize business services, improve processes, and align with organizational goals

4. Ask the experts: Building smarter applications - Using analytics in your workflows | Session | May 15 7:00 am

May 15 7:00 am 30m [Link to session]
Sesssion

Did you have questions while working through the lab? This is your chance to ask the experts who built the labs directly about any features and capabilities presented. Drop-in on a live guru office hour to get 1:1 help working through the lab and guidebook. Select a session in the Resources tab above.

5. Get started with Now Intelligence for IT Service Management | Training | May 11 4:30 am

May 11 4:30 am 1h [Link to session]
Training

Go beyond the ITSM digital transformation and the modernization of the customer experience by configuring the ITSM Pro suite capabilities and achieving task automation with Performance Analytics, Virtual Agent, and Predictive Intelligence. Showcase the added process insights and next-level agent and customer experience by configuring PA content packs, CIM, Virtual Agent Conversations, PI solution, and AI Search resulting in reduced costs, shorter resolution time, improved accuracy of solutions, and increased productivity.

6. Building smarter applications - Using analytics in your workflows | Training | May 11 4:30 am

May 11 4:30 am 1h [Link to session]
Training

Empower pro developers to expose Performance Analytics and Predictive Intelligence to No Code developers to create Intelligent Workflows that are driven by and leverage Now Intelligence.

7. How Red Hat accelerated AI with a little help from their friends | Session | May 11 4:30 am

May 11 4:30 am 30m [Link to session]
Session

This past year, ServiceNow partnered with Red Hat on the Atlas Program— a new engagement model to help customers get up to speed with all Artificial Intelligence (AI) functionality across the Now Platform®. Using both Red Hat and ServiceNow’s resources, we accelerated our Virtual Agent journey for both our IT Support team and our People Helpdesk (HR). In rolling this out, we also coordinated with the company’s rollout of Workday and built topics around this. Red Hat was the first company to engage with ServiceNow on this new program. It helped us deploy our Virtual Agent (VA), Natural Language Understanding (NLU), and Performance Analytics (PA) solutions in this space, putting us on the right path for continuous improvement.

8. IT insights for services and operations teams | Demo | May 11 4:30 am

May 11 4:30 am 10m [Link to session]
Demo

Service and operations teams cannot easily show performance metrics to make data-driven decisions. See how Performance Analytics, Agent Workspace, and ITOM visibility can solve this.

9. Leveraging performance analytics with CMDB query builder | Training | May 11 4:30 am

May 11 4:30 am 1h [Link to session]
Training

Learn how to build analytics based on complex CMDB relationships combined with other data in your ServiceNow instance. We will leverage CMDB Query Build to build complex queries and then layer on standard reports, Performance Analytics, and Spotlight to monitor and analyze your business processes along with your configuration items.

10. Now on Now: Taking your Virtual Agent from chatbot to a digital business partner | Session | May 11 4:30 am30m

May 11 4:30 am 30m [Link to session]
Session

You have Virtual Agent—now what? Implementing is just the beginning. By leveraging natural language understanding (NLU) and Predictive Intelligence, you can maximize the value of Virtual Agent to propel your digital business. In this session, we’ll show you how ServiceNow is using Predictive Intelligence, Performance Analytics, IntegrationHub, and other capabilities available on the Now Platform to exponentially expand Virtual Agent’s capabilities. You’ll learn how you can use Virtual Agent to start building the new, scalable employee experience platform ecosystem of tomorrow.

11. Ask the experts: Leveraging performance analytics with CMDB query builder | Session | May 15 6:00 am

May 15 6:00 am 30m [Link to session]
Session

Did you have questions while working through the lab? This is your chance to ask the experts who built the labs directly about any features and capabilities presented. Drop-in on a live guru office hour to get 1:1 help working through the lab and guidebook. Select a session in the Resources tab above.

12. AWS Cloud Discovery | Session | May 11 4:30 am

May 11 4:30 am 30m [Link to session]
Session

ServiceNow’s ITOM Discovery enables you to discover cloud services in AWS. Toyota’s major challenge was cloud visibility along with credential setup and cost savings. With ITOM Visibility, Toyota has a secure solution without too many MID Servers while gaining account-level cloud object visibility, including containers and serverless environments. We can automatically acquire a temporary credential for each sub-account via an AWS API. You can elect to use the default configuration or customize the MID Server to assume other roles for additional controls and security. The Performance Analytics dashboard is an added feature to unveil the granularity at the sub-account level. There’s an additional cost-saving by reducing the number of MID Servers deployed for the cloud.

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