Welcome to Knowledge 2020!
Let’s get this party started! We are so excited to have you here. This year as you know our conference is a bit different. We’ve gone fully digital in response to the Covid-19 pandemic. But we didn’t let that stop us from making the Knowledge 2020 experience better than ever.We want to make sure your digital conference experience is special and full of endless ways to learn, have fun, network and get you and your company excited for the future. It’s not too late to sign up. The Knowledge 2020 Digital Experience is free for all, so invite your friends and colleagues and let’s get to it!To access the Knowledge 2020 keynotes and sessions mentioned below, make sure to register or sign in first.Our opening keynote kicks off six weeks of great content, brought straight to your screen. We want to help you accelerate your digital transformation with smarter workflows in this new normal—no matter where you are in the journey.Bill McDermott, LIKE.TG CEO, sets the stage for the next six weeks by reminding us that “One of us is never smarter than all of us”. Then hear the latest updates from LIKE.TG leaders and customers at our Workflow keynotes, including. IT Workflow keynote with Pablo Stern Customer Workflow keynote with Farrell Hope Employee Workflow keynote with Blake McConnell Now Platform keynote with Josh Kahn Join us on May 5 for one of these options:APJ region10:00 am AEST / 8:00 am SGT / 5:30 am IST,2:00 pm AEST / 12:00 pm SGT / 9:30 am ISTEMEA region9:00 am BST/10:00 am CESTAMS region8:00 am PST.We wanted to give you some idea of what to expect this first week, so check out some selections below. Featured speaker:Shep Hyken: Be amazing or go homeBusiness is about relationships… relationships with both customers and colleagues. People want to do business and work with companies and people who are amazing… people who consistently meet and even exceed expectations. It’s not as hard as you might think. Many people see the word amazement as a WOW experience or an experience that is “over the top.” On the contrary, being amazing is within everyone’s grasp. In this fast-paced, entertaining and informative presentation, Shep Hyken, customer service and experience expert, will show how you, as an individual, can deliver amazement to your customers and colleagues. You’ll learn specific tactics and tools to help you build stronger relationships and create confidence. Being amazing is a mindset. It’s about being consistent and predictable. And it’s a choice. The choice is simple, watch the session: Be Amazing or Go Home!Featured SessionsGet an intro Intro to knowledge management for customer serviceAs a Knowledge-Centered Service verified product, Customer Service Management uses industry best practices to make solutions easy to publish, share, and discover. Attend this session, Introduction to Knowledge Management for customer service, to learn what's possible today and what's planned for the future. Customer sessionsLearn how Walmart applied analytics reporting at a critical momentHow can you realize maximum benefit from Performance Analytics and Reporting at a large organization? Find out how Walmart initially implemented these products, and why they had to be reintroduced later. Learn best practices you can leverage with the fewest number of support employees. Find out what type of governance you need and why. Get ideas about how to keep your user base engaged and excited about staying in the platform as opposed to exporting data to use with external business intelligence tools. Check out the session: Performance analytics and reporting at the scale of Walmart.How Veolia managed customer demand using ITBMKeeping pace with the constant influx of customer needs for bigger, better, faster and cheaper through new and ongoing projects (both waterfall and agile) while maintaining and operating stable services is a challenge to most.ITBM and ITSM can be even better together! Agile, DevOps and ITIL frameworks can complement each other! The Veolia ITSM CoE has found an excellent balance of quality, pace, agility and stability which helps drive better service capabilities, cost reductions and continuous improvements; an evolution in support of the company's ongoing digital transformation journey.In this session, I want it all! Managing customers demand using ITBM, they will describe how they've achieved this and realized level 4 CMMI maturity, DevOps Elite status, and 95%+ scores across all KPI's. Yes – this one is about how a lone Jedi IT master achieved ROI from SAMEver feel like a rebel fighting against the evil software empire? When resources are limited and compliance is being questioned, what do you do? You implement SAM Professional and become the hero. In this session, ITAM Manager Jeanna Murphy will walk through my Jedi journey implementing SAM "solo" and discovering ways to make a meaningful impact without crashing the Death Star. She’ll share her struggles and some best practices that any team (big or small) can use to kick-off their own SAM journeys. Don’t miss the session: SAM Solo – How a lone SAM Jedi achieved ROI.Mayo Clinic will help you master the art of application portfolio managementMayo Clinic will share the journey they took into the world of Application Portfolio Management (APM). You will leave the session knowing key traps to avoid as well as successes you will want to repeat. Check out our session: Application Portfolio Management.Get your financial ducks in a row with W&S Financial GroupWestern & Southern Financial Group (W&S) uses LIKE.TG to manage their entire portfolio of IT work. In this session, the team will discuss how they have mastered the art of “the trade-off" as well as when to just say “no”-and, we aren’t just talking about projects! Check out Using Project Portfolio Management to keep your ducks in a row!But that’s not all!Throughout the conference, we will be sharing fun digital swag, tips and tricks, and ways to participate in contests on social media. Be sure to check the official event hashtag: #Know20, and follow us on @Know365 and @LIKE.TG so you can stay in the know. More information about the social media contests can be found here. For a different flavor of fun, tune in May 7 to our Highlights and News channel for a Salsa Bar tutorial hosted by San Francisco’s own Tacolicious! They’ll demonstrate how to create guacamole, salsa 2-ways, chili con queso and the perfect way to stack a taco. Top it all off by learning how to create their signature Margarita with a little bit of spice. Yes please!
Welcome to Knowledge 2021
It’s hard to believe an entire year has passed since we launched the first fully digital version of Knowledge during the COVID-19 pandemic. The conference is still fully digital this year, and there’s good reason to feel extra excited about it.The world is gradually reopening, and the economy is growing stronger. Against this backdrop of renewal and optimism, we’re pleased to once again offer an inspiring, thought-provoking experience for Knowledge 2021.Whether you're a returning or first-time attendee, there's something for everyone. Hear how leaders from the most innovative companies on the planet are making the world of work, work better for people. Get hands-on training from our digital workflow experts using the latest best practices and solutions.The Knowledge 2021 Digital Experience is free, so invite your friends and colleagues, and let’s get to it! To access the Knowledge 2021 keynotes and sessions mentioned below, be sure to register or sign infirst.
Welcome to Knowledge 2023!
For the first time since 2019, we’re launching our flagship user conference as a single global event. We’re thrilled to feel the energy and excitement of gathering in person with LIKE.TG experts, customers, and partners.Knowledge 2023 features an amazing lineup of presentations, breakout sessions, immersive experiences, and networking opportunities. Among the many activities, here are some you won’t want to miss.KeynotesLIKE.TG CEO Bill McDermott and special guests kick off this year’s event with a discussion about what it means to put yes to work to both grow the top line and protect the bottom line.President and Chief Operating Officer CJ Desai details the latest innovations on the Now Platform as part of the Utah release. His keynote includes a chat with NVIDIA Founder and CEO Jensen Huang about AI, as well as conversations with other customer luminaries about how they’re driving success.Low-code, no-code, and professional developers can take a deeper dive into the Now Platform innovations at the CreatorCon keynote. Speaking of CreatorCon, it’s chock-full of exciting activities, including meetups, our annual Hackathon, and CoffeeFlows—where teams partake in an escape room-like challenge.In several spotlight keynotes, our customers share how LIKE.TG is helping them achieve the business outcomes they desire. Hear from Dell, Grupo Bimbo, Hexaware, Lumen, Wells Fargo, and more.Our closing keynote debuts a new format, featuring a special guest, our top product leaders, and the true superstar of the show: you, our audience.Think Big sessionsBeyond hundreds of content-packed sessions about how to get the most out of the Now Platform, you’ll find thought-provoking discussions about hot topics, including total experience, creating an inclusive workplace, digital trust and blockchain, and maximizing investments in environmental, social, and governance (ESG).Other Think Big sessions include: Dismantling silos for agile decision-making Why analytics has never been more important to drive diversity Metaverse: Mystery to reality Moral and ethical considerations in coding Shaping business transformation with a skills-focused approach to the workforce You’ll also find a wide selection of panel discussions on industry-related topics, AI, the next-generation workplace, and seizing opportunity in changing times.Knowledge ExpoAt the Knowledge Expo, you can connect with more than 140 LIKE.TG partners to discover how they build great experiences on the Now Platform. That’s also where you’ll find our Welcome Reception, an opportunity to mingle and network with like-minded individuals and wind down after an exciting first day.In addition, you can take advantage of some unique opportunities presented by our sponsors, including: Jam in the Van mobile recording studio by EY Brewology specialty coffee and craft beer by Deloitte Headshots by EY Personalized sustainable water bottles by GlideFast, Infosys, LTIMindtree, and Proven Optics Join the conversation and stay in the know by following us on Twitter at @HelloKnowledge and Instagram at @ServiceNow. The official event hashtags are #Know23 and #CreatorCon. And be sure to take a photo in our 360 booth.Find out more about Knowledge 2023.
Welcome to Knowledge!
Each year, our flagship event, Knowledge, joins LIKE.TG experts, customers, and partners in collaboration. We come together to share the latest tips and techniques for creating digital experiences that help organizations work faster, easier, and better.This year, we’re excited to deliver an expanded catalog of sessions, including more on-demand sessions covering a wide range of topics.A regional approachEmerging from the pandemic, we’re thrilled to deliver Knowledge your way, offering both in-person and digital experiences. With live events taking place in New York City, The Hague, Sydney, and Las Vegas, we’ve taken a regional approach to the digital experience too.Each regional Knowledge Digital Experience connects participants to the people and companies in their region who’ve set the pace for digital transformation in the workplace.More than 200 sessions per region are designed to help members of the LIKE.TG community discover the best ways to tackle the challenges they face—with practical, action-oriented tips to help you stay a step ahead of the shifts taking place in today’s world.Navigating the digital experienceThis year’s digital experience looks a little different. Once you select the region closest to you, our convenient channel guide makes quick work of viewing sessions categorized by subject area, including customer experience, employee experience, hyperautomation and low-code, technology excellence, CreatorCon, industry sectors, and more.Select a session you want to watch and add it to your agenda by clicking the heart icon. You can return to your agenda anytime to view the sessions on any device.You can also use the tabs above the sessions listing in the Library to select what you want to view: Now Platform® San Diego release content, on demand sessions, or all. You can filter them by favorited sessions (heart icon), solutions, product, session category, featuring (i.e., by customer and partner), or by day.In addition, you'll find Showcase on the digital experience this year. Showcase features LIKE.TG partners across the globe that can enhance your LIKE.TG experience. Read the descriptions and select any partner to learn more.Something for everyoneA wide range of presentation formats provide insight into how to successfully optimize processes across the enterprise. Industry luminaries lead you to explore on your own terms how to map out your organization’s transformation journey through various interactive presentation formats, including: Industry-focused sessions Demos Panels and roundtable discussions Now Learning skill-building sessions (not available in all regions—check your Library) CreatorCon app-building sessions Customer-led sessions Partner-led sessions Not-to-be-missed thought-provoking sessions shed a spotlight on today’s most pressing issues and trends. Presented from a big-picture lens, these sessions delve beyond innovation to highlight the human experience. They include: Training for underserved talent The Great Resignation: Meeting the needs of the marketplace The Great Reshuffle: What’s happening in the industry Putting the G in ESG: What does transparent and trustworthy mean in practice? Let’s go!Ready to explore new ideas, expand your knowledge, and accelerate your digital transformation journey? Register today if you haven’t already. It’s free. Select your region and start viewing sessions.Stay in the know by following us on Twitter: @HelloKnowledge and @LIKE.TG #Know22. And participate in our social media contests for a chance to win cool prizes.
Welcome to LIKE.TG Knowledge 2024!
We couldn’t be more excited to kick off LIKE.TG’s annual flagship user conference. Knowledge 2024 promises to be the most intelligent and inspiring Knowledge to date, with an emphasis on putting AI to work for people. Here are the highlights you won’t want to miss.
Welcome to the Now Platform Madrid Release
When Fred Luddy founded LIKE.TG in 2004, he envisioned a cloud-based platform anyone could use to manage digital workflows inside an organization. The Now Platform Madrid Release builds on Fred’s vision, with new mobile experiences that take full advantage of the native capabilities on your smartphone.To date, most mobile enterprise applications have been scaled-down versions of desktop apps. When you shrink a browser form down from a 15-inch monitor to a 4-inch phone screen, however, you get an experience that is pedestrian at best, and infuriating at worst. Help has arrived. The Now Platform Madrid Release delivers powerful mobile experiences across LIKE.TG’s IT, employee and customer workflows, including any custom application that is built on the platform. It features a native mobile user experience (UX) that allows service representatives to resolve customer issues by simply swiping and tapping, in the same way we use consumer apps to shop, hail rides and stay in touch with distant friends. The Now Platform Madrid release includes more than 600 innovations . It ships with a number of powerful mobile apps for common workflows, including our flagship IT Service Management and Field Service Management products. It also gives customers the power to turn any digital workflow into a mobile-first experience. For example, with the new LIKE.TG Mobile Studio, anyone can build new apps quickly using a drag-and-drop interface that doesn’t require a single line of code.The Now Platform Madrid Release is our fourth release since I joined LIKE.TG in December 2016. Over the past two years we’ve steadily expanded our functionality across all of our workflow products. We’ve also rolled out new products such as IT Asset Management, Enterprise DevOps, and Enterprise Onboarding, and new platform capabilities that include agent intelligence and virtual agents.We’ve added powerful machine learning technologies that help service representatives solve problems before customers know they have them. Let’s say you work on the IT help desk at a big company. You get into work in the morning and are confronted with a blizzard of tickets, all from employees working on the third floor of your building. Ticket 1 says “I can’t connect to WiFi!” Ticket 2 says, “Bloody hell, the wireless router isn’t working.” And Ticket 3 simply says, “Internet is down.”The new Text Similarity Engine in Agent Workspace uses machine learning to scan all these incidents, figure out what they have in common and propose a solution based on similar issues that have come up in the past. Result? Problems get resolved faster, customers and employees are happier, and service representatives get to focus on more complex work that yields meaning for them and value for their companies.I’m really proud of the global engineering, product, and design teams that worked tirelessly to ship the Now Platform Madrid Release on time while delivering high-quality innovation. We’re already hard at work on the next Now Platform release, which will extend the mobile functionality of Madrid with consumer-grade experiences for customers and employees.We look forward to partnering with customers as they bring this release to life. I’m excited for what comes next.Join the live broadcast on March 13th to discover new ways to unlock productivity and deliver great work experiences.Register
Welcome to the Now Platform Paris release!
The world is experiencing a seismic shift from the obsolete "business process evolution" to the new "workflow revolution." Companies across industries are facing once-in-a-generation challenges. They are trying to keep their businesses on track and get their people back to work. LIKE.TG is committed to helping businesses capitalize on the opportunities of digital transformation to boost agility and resilience in this next normal work environment.With the Now Platform Paris release, we are offering powerful new capabilities that can help enterprises fuel growth and strengthen business resilience, while enhancing employee productivity and customer loyalty. These are all critical to surviving in the COVID economy.Paris includes six new products that help organizations leverage one platform to optimize IT productivity, cost, and resilience, drive customer loyalty, deliver the right employee experience anywhere, and create new workflow apps fast. Business Continuity Management unveils modern, automated business impact analysis, business continuity plan development, and crisis management leveraging context within the Now Platform to enable operational resilience. Financial Services Operations helps retail banks connect teams and systems in the front, middle, and back office to more quickly serve customers. Hardware Asset Management automates the IT asset lifecycle by tracking the financial, contractual, and inventory details of hardware and devices to make smarter decisions from purchase to disposal. Legal Service Delivery provides legal operations the visibility they need to make decisions fast and enhance productivity by eliminating manual emails and phone calls. Telecommunications Service Management gives customers a more proactive experience and greater flexibility to manage their services. Telecommunications Network Performance Management provides network operations teams with a unified view of the install base and the ability to analyze, correlate, and resolve events and alarms originating across multiple network monitoring platforms. Check out our Now Platform Paris release press release for more details on all these solutions. Here I’d like to dig a little deeper into some new Paris features that we designed to make work flow across your organization. First, some good news for the vast majority of business professionals who don’t write code for a living. Process Automation Designer enables business process owners to manage complex cross-enterprise workflows by creating no-code playbooks. It connects multiple workflows, systems, and actions into a single end-to-end to process.Good news for employees…On the employee workflow front, Now Intelligence for HR Service Delivery (HRSD) allows service agents to resolve cases much faster with machine learning while providing more personalized experiences to employees. HR Agent Workspace helps improve productivity and deliver a better employee experience, by closing cases faster with AI-assisted recommendations.Campaign Builder is a very cool employee feature that allows businesses to proactively engage and inform their employees, especially in uncertain times. This solution makes it easier to deliver the right information at the right time, to the right employees.Finally, Employee Relations helps employees navigate challenging issues and promote fairness in the workplace with a standard, consistent way to submit cases. It allows HR agents to keep sensitive employee cases confidential and resolve issues faster. And customers!Turning to customer workflows, Customer Central improves visualization of customer information for agents and empowers them to resolve customer issues faster, expanding customer service capacity.Field Service Contractor Management enables businesses to easily manage and track work assigned to third parties, improving relationships between field service organizations and their contractors and providing better customer experiences.And who says playbooks are just for athletes? Playbooks for Customer Service Management improve customer service experiences by guiding agents through resolution steps with a pre-built playbook. The playbook defines data, tasks and steps needed to automate processes across middle office teams and empowers agents to monitor progress.Smart capabilities for ITIn these uncertain times, business resiliency has never been more important. Application Vulnerability Management ensures resiliency in case of application vulnerability. It extends visibility into vulnerabilities from infrastructure to applications and drives an orchestrated response for faster remediation.Predictive Intelligence Workbench empowers process owners to be more productive and resolve issues faster with ML-based automation that’s easy to set up. And Vendor Engagements assess risk for vendors to ensure resilient operation. This product creates engagements for any vendor in the organizational hierarchy, assesses each engagement based on area of risk and creates a risk score.Last but certainly not least: The LIKE.TG advantage is one architecture, one data model, one born-in-the-cloud platform that delivers great workflows and experiences. Our Configuration Management Database (CMDB) is core to this one platform approach. So I’m really excited to introduce the Service Graph Connector Program, a new designation within the Technology Partner Program which ensures that many of the third-party tools that businesses rely on today are directly integrated with LIKE.TG to increase data quality and reliability. The CMDB supports all our workflows and is crucial in running a resilient operation. Service Graph Connectors are part of ITOM visibility and represent a significant advance in CMDB technology.Paris is the seventh platform release that I’ve overseen at ServiceNow. I’m so proud of the global engineering, product, and design teams that worked tirelessly amid a global pandemic to ship the Now Platform Paris Release on time while delivering high-quality innovation.We look forward to partnering with our customers as they bring Paris to life! And we’re already hard at work on the next Now Platform release, which will deliver more intelligent workflows that provide even better experiences for customers and employees.
Welcome to the Now Platform Rome release!
Employees and customers want seamless experiences wherever work happens—in an office, a hospital, a manufacturing floor, at home, or on the go. To survive in the new world of hybrid work, companies must embrace digital platforms that empower their most important stakeholders.That’s why I’m thrilled to announce the Now Platform® Rome release, which is generally available to customers starting today. The Rome release includes hundreds of new features that accelerate innovation by helping organizations create agile work environments and deliver compelling experiences from anywhere.
Welcome to the Now Platform San Diego release!
The world of work is changing faster than ever, but one thing remains the same: When technology unleashes human creativity and passion, everyone benefits.In this spirit, I’m proud to introduce the Now Platform® San Diego release, available today. The San Diego release features advanced hyperautomation capabilities and a sleek, intuitive design.Seamless, smart, and personalizedOrganizations are facing the most severe talent shortage we’ve seen in a decade, shifting the balance of power between employers and their employees. Knowledge workers increasingly demand tools and technologies that empower them to do their jobs well, to make creative and autonomous decisions, and to maintain resilience in the face of disruption.The San Diego release streamlines the Now Platform experience for the approximately 70 million people who use LIKE.TG every day. Next Experience provides modern, intuitive navigation tools, an upgraded UI, and a redesigned component library.
Welcome to the Now Platform Tokyo release!
The world of work continues to tackle a rapidly shifting business landscape and the “great reprioritization.” Leaders are looking for ways to differentiate their organizations to gain a competitive advantage and seeking out technologies that deliver tangible outcomes quickly and flexibly.That’s why I’m proud to introduce the Now Platform® Tokyo release. Available today, the release is our latest purpose-built solution to empower organizations to do their best work and create seamless experiences for their employees and customers while accelerating innovation at scale—in ways that are good for people, the planet, and profits.The Tokyo release is our most innovative to date, with solutions that address a wide spectrum of customer needs, regardless of industry. I’m excited to share some of the key innovations.Employee empowermentNow, more than ever, employee retention is a top priority for people leaders as organizations face a talent shortage. By unifying the employee and customer experiences, the Now Platform Tokyo release helps remove friction for everyone. This improves engagement, productivity, employee and customer loyalty, and profitability.The new Manager Hub addresses managers’ greatest pain points: burnout, hiring slowdowns, and intensifying pressure to keep employees happy and engaged. It provides a central location for managers to track and respond to employee tasks and requests. Managers get a comprehensive view into their team’s journeys for streamlined people management. Admin Center, part of LIKE.TG Impact™, helps accelerate and simplify the digitization of end-to-end business processes across the Now Platform. The solution is designed to make discovering, installing, and configuring LIKE.TG solutions as easy as possible.LIKE.TG admins can benefit from application recommendations based on instance maturity, application entitlement visibility, and simplified application installation and configuration.We debuted Issue Auto Resolution for IT Service Management (ITSM) in the Quebec release in March 2021. The Now Platform Tokyo release expands the AI-powered automation to human resources to accelerate case resolution.Using natural language understanding (NLU), the solution analyzes unstructured requests and delivers self-service content across instant messaging, text messaging, and email. It also identifies critical or sensitive cases and routes them directly to an agent for higher-level support.Supercharged automation, intelligence, and securityWe’re raising the bar for trust and intelligence with new AI-powered automation capabilities and data security controls to help resolve issues before they occur. In today’s world of work, encryption and cloud security are paramount to defend your physical assets against cyberthreats. The Tokyo release introduces LIKE.TG Vault, which helps protect business-critical applications using premium platform privacy and security controls. The solution combines the strongest industry-adopted, government-approved encryption standards with flexible key management. As a result, it helps equip organizations to: Safeguard sensitive data Increase data compliance Maintain data security LIKE.TG Vault also classifies and anonymizes specific data fields and objects for LIKE.TG instances—and simplifies and manages digital credentials organization-wide.Innovation accelerationBusiness leaders are under pressure to deliver outcomes fast. To help them make informed, sustainable decisions, the Tokyo release includes Enterprise Asset Management. This new solution automates the full lifecycle of physical business assets—from planning all the way through retirement.Leaders gain visibility into their entire enterprise asset estate, which can help them improve strategic planning, reduce costs, and mitigate risks. Enterprise Asset Management also optimizes business inventory levels to help organizations operate stockrooms efficiently and make better use of existing assets. To simplify working with suppliers, we’re introducing Supplier Lifecycle Operations. It digitizes historically manual workflows to help suppliers and buyers work faster and quickly fix any disruptions. Supplier issues can be resolved in real time with integrated case management and task assignments.We’re also delivering Environmental, Social, and Governance (ESG) Management in the Tokyo release to help make the world more sustainable, equitable, and ethical. The solution is designed to help customers move from inefficient and error-prone ESG program management and reporting to an end-to-end system of record.ESG Management allows customers to collect auditable, investor-grade data and manage program goals in one place. It provides formula-based metrics with actionable insights into ESG performance, carbon accounting to calculate greenhouse gas emissions, and spreadsheet-style data entry for easy information collection and verification.We’re excited to partner with our customers as they bring the Tokyo release to life to deliver business outcomes and make the world work better for everyone.Find out more about the innovations in the Now Platform Tokyo release.
Welcome to the Now Platform Utah release!
We’re at a unique moment in business history. Organizations face mounting pressure to streamline their processes and improve productivity and performance, often with tighter budgets and fewer resources. Business leaders must drive uninterrupted innovation and enable their teams to do great work—despite economic uncertainty.My team and I are passionate about developing innovative solutions to customers’ pressing needs. That’s why I’m excited to announce the Now Platform® Utah release.New innovations in the Utah release arm organizations with tools to protect the future of business and improve the ways they serve their teams, customers, and partners. With the intelligent Now Platform, businesses no longer have to choose between driving growth and reducing costs. They can do both: grow the top line and protect the bottom line.Automation, in service of efficiencyMany technology teams are expected to justify every investment across their tech stack and team. Leaders need to understand where repetitive tasks are centered, where redundancies or gaps in coverage exist, and how to help teams prioritize their work. AI-powered automation enables them to do more with less, freeing leaders to reallocate valuable resources and improve their overall efficiency.One example is the expansion of our Process Optimization capabilities into additional solutions, including Field Service Management. AI-powered process mining provides insights to help teams improve processes and workflows with LIKE.TG® robotic process automation (RPA) solutions. This empowers field agents to focus on their most important tasks, ultimately improving service for customers while decreasing costs. We’ve also expanded our Workforce Optimization application to support additional solutions, including HR Service Delivery. In the hybrid workplace, team operations are more complex than ever. Workforce Optimization for HR Service Delivery gives HR leaders a 360-degree view into their teams and operations, regardless of geographic location.This helps leaders optimize work assignments and schedules based on skill sets, manage time-off requests, and provide agents with personalized coaching and training.Additional AI-enabled features, such as Document Intelligence and Next Experience AI Search, provide even more advanced automation capabilities. The ability to intelligently streamline document processing and navigate customer issue resolution saves time and eliminates human errors.Organizational resilience in the workplaceCreating a great in-office experience is a C-suite priority. HR leaders want the experience to be seamless and collaborative to help with retention. Finance leaders want the experience to be optimal yet cost-efficient.Organizations can't accomplish these goals without an accurate view of the way the workplace is used. That’s why I’m particularly excited about new tools in the Utah release that empower employees.Workplace Lease Administration gives leaders the data and insights needed to more effectively track contracts and make informed decisions about office space and leases to help control costs. We've also enhanced Workplace Space Management to make it easier to redesign workplaces as employees' needs change.Health and Safety Incident Management enables proactive collaboration across the business. Teams can: Quickly report occupational safety incidents Standardize processes Conduct investigations Automate compliance IT teams can also experience greater resilience with vendor-agnostic security and performance monitoring, available in LIKE.TG® Log Export Service. Building on LIKE.TG Vault, announced in our Tokyo release, Log Export Service frees IT managers to focus on their core business with peace of mind about their security and performance.Simplified experiences, increased productivityIt’s important that organizations consistently represent their brand to customers and employees. The Next Experience now includes Theme Builder, which lets organizations tailor their workspace and pages on the Now Platform for a unified, seamless, unwavering experience.We’ve also introduced personalized and configurable workspaces. Security Incident Response Workspace gives security analysts a central dashboard to efficiently manage and analyze data related to security incidents. Operational Resilience Workspace empowers operations managers with role-based visibility to see issues before they occur, enabling better decisions and resilience. Other introductions include: Strategic Planning Workspace Enterprise Architecture Workspace Service Operations Workspace enhancements Getting value out of the Now PlatformToday’s business environment is complex enough. Technology challenges shouldn’t add to the complexity. That’s why, with every Now Platform release, we bring solutions to life to address the real needs of our customers.Together, these cutting-edge tools help streamline performance. LIKE.TG Impact enhancements—including performance tools that deliver richer insight and accelerators that help stand up dashboards faster—improve data-driven visibility and fuel digital transformation efforts to accelerate return on investments.Find out more about the innovations in the Utah release.
Welcome to the Quebec release!
The COVID-19 pandemic accelerated digital transformation, forcing companies to adjust how and where they work. With today’s introduction of the Now Platform Quebec release, LIKE.TG is delivering new innovations to help businesses power through the pandemic and thrive in the new era of distributed work.Leading the low-code revolutionGartner predicts: “By 2024, low-code application development will be responsible for more than 65% of application development activity.”* Our new Creator Workflows empower every employee to innovate at scale using low-code tools. Notably: App Engine Studio accelerates app development at scale with a fast, intuitive and guided low-code visual development environment that empowers people with no coding experience to collaborate and build applications. App Engine Templates give teams access to pre-built workflow templates so citizen developers can get a head start and build apps even faster without having to start from scratch. Using App Engine, the City of Los Angeles was able to design, build, and launch a custom COVID-19 testing app in just 72 hours. In Memphis, TN, St. Jude Children’s Research Hospital is using App Engine to build custom, end-to-end workflows that help deliver critical services to pediatric patients and citizens at scale. These are great examples of the many organizations solving everyday business challenges using Creator Workflows.Machine learning and native AI solutionsThe Now Platform Quebec release brings powerful new AI capabilities that empower employees to work smarter and simpler from anywhere, so they can focus on strategic tasks that deliver meaning for them and value for the organization. Here are just a few examples: ITOM Predictive AIOps predicts IT issues before they become problems and helps organizations automate resolutions. AI Search delivers a consumer-grade search experience for employees and customers, giving people the personalized, relevant, and actionable information they need right from their search window in service portals, on mobile, and via Virtual Agent. Virtual Agen t enhancements accelerate time to value with guided setup and topic recommendations. Now organizations can speed incident resolution with end-to-end, AI-powered conversational experiences. These new AI capabilities came from our acquisitions of Loom Systems and Attivio. We incorporated this tech into the Quebec release, further extending the Now Platform's integrated AI capabilities and accelerating digital transformation by amplifying human creativity, productivity and innovation.Efficient ways of workingOn the employee service delivery front, Universal Request (HRSD, WSD, ITSM) enables agents to collaborate and transfer tickets across departments in a way that’s transparent to the employee.We also have two great HR Service Delivery features in Quebec. Listening Posts helps organizations capture feedback surveys immediately. This enables managers to identify potential improvements, resulting in better employee experience. Our Journey Accelerator stimulates productivity by enabling managers to create consistent, personalized development plans for their employees.Finally, Space Mapping is a Workplace Service Delivery app that provides an interactive floor map and wayfinding experience, powered by an integration with Mappedin. Employees and visitors can use wayfinding to easily navigate to meeting rooms, amenities, and workspaces.Better customer experiencesThe Now Platform Quebec Release includes a number of important enhancements to our Customer Service Management (CSM) suite. For example, Engagement Messenger powers advanced customer engagement on third-party sites, including service catalogs, knowledge bases, case management, appointment booking and much more.This is the modern, scalable way to engage customers and service their requests. Benefits include higher case deflection rates, reduced TCO and improved customer satisfaction.On the same theme, Mobile Messaging Channels empowers agent to connect with customers using their preferred messaging channels, which tends to boost CSAT and reduce resolution time.Finally, UI Builder (for CSM and App Engine) enables design and editing of pages for Workspace and portal experiences. Now companies can create variations of a page for different customer audiences based on specific user criteria.Resiliency tools for the modern enterpriseResilience is a key factor in business performance. BCG research has found that resilient companies outperform non-resilient enterprises by a factor of three.Quebec features innovative tools to help IT pros manage risk and boost resilience. Site Reliability Operations is a new IT Operations Management feature that empowers IT with microservice visibility across teams, in one workspace, in minutes. IT gets improved observability, incident response, and planning with reliability metrics at their fingertips. In a nutshell, they’re empowered to embrace modern operations practices.Resilience is crucial for all enterprise functions, not just IT. Operational Resilience Management (for Governance, Risk and Compliance) provides a cross-functional, interactive workspace that allows organizations and stakeholders to see the status of plans, risks, and controls across the five pillars of resilience: Technology, facilities, people, suppliers, and processes.No business can achieve resilience without careful planning. Our new Roadmap Planning tool (for IT Business Management) provides a lightweight UI designed specifically for high-level planning. Users can change a plan by simply dragging and dropping bars in the tool. Strategic conversations benefit from the ability to group and color work by any attribute and expose different metrics on each bar.We look forward to partnering with our customers as they bring Quebec to life. And we’re already hard at work on the next Now Platform release, which will deliver more intelligent workflows that provide even better experiences for customers and employees.*Gartner, Top 10 Application Predictions Through 2025, 12 May 2020
Welcome to the Workflow Quarterly Innovation Issue
The Workflow Quarterly Innovation Issue is live! The Spring edition of our quarterly research journal, released today, looks at how CIOs can harness talent and technology to foster innovation that drives business results. Based on a global survey of business leaders and interviews with some of the world’s most accomplished CIOs, we present an innovation agenda for IT.The Innovation Issue is guest edited by Dave Wright, chief innovation officer at ServiceNow. Our lead author is veteran tech journalist Dan Tynan, a frequent Workflow contributor and former EIC of Yahoo Tech.The Innovation Issue includes a video conversation between Wright and LIKE.TG CEO Bill McDermott on how CEOs can help nurture productive innovation across the enterprise. Take our interactive quiz to gauge your own organization’s innovation maturity, and check out insights from tech leaders at Microsoft, Comcast, Crown Agents Bank, the New South Wales Police and other organizations worldwide.One key finding is what we call the “innovation paradox.” With businesses spending more than ever on digital technology, CIOs are feeling the heat to deliver innovation. However, doing so means focusing less on technology and more on teamwork.Additional findings include: Innovation Imperatives: Our research revealed key steps to becoming a best-in-class CIO, including creating tools that employees want and need, thinking beyond new tech, building productive relationships across the c-suite, and leveraging AI and automation. The impact of innovation on the enterprise. There’s a relationship between innovation and business growth, including better planning and decision making, improved risk management, and financial gains (an opportunity to unlock 9% more revenue). Best practices in measuring innovation: With businesses spending more than ever on digital technology -- especially during uncertain times -- CIOs are feeling the heat to deliver innovations that yield concrete business results. We hope you enjoy the Innovation Issue. The Workflow Quarterly team is now hard at work on the Customer Issue, which looks at the future of customer service management. It’s scheduled to launch at the end of June.Meanwhile, please check out the daily Workflow site and subscribe to our biweekly newsletter for fresh insights on digital transformation and the future of work.
Welcome to week 3 of Knowledge 2020!
Week 3 at Knowledge 2020 was another big one, covering everything from Now on Now innovations to what’s next for companies who are plotting a path to bring employees back to the workplace. Here are a few highlights from a busy week. (Be sure to register or sign in to get access to everything below.)
Welcome to week 4 of Knowledge 2020!
We can all succeed as individuals, but where would we be without each other? That's why our week four theme is “Get connected.” Over the next week our discussions will focus on connection and community.LIKE.TG takes pride in helping customers achieve their goals. In this week's Customer Success keynote, we’ll dive into the top asks from our customers, and unveil a host of tools and resources to help you succeed–fast. Our VP of Customer Success, Helen Kottenstette, will present these resources and introduce customers with key insights to share about the Now Platform. And don’t forget to sign in or register so you don’t miss a thing.LIKE.TG partners are crucial to how we do business and connect with the world. This week we’ll highlight some of our partners and show how they help their customers succeed on a global scale.
Welcome to week 5 of Knowledge 2020!
Calling all you dreamers! Inspiration awaits as we close out our five weeks of Knowledge with keynotes from LIKE.TG leaders and customers who are ready to help us dream about transforming the world of work. You guessed it, this week's theme is Dream. Be sure to sign in or register so you don’t miss a thing.Our main keynote this week features LIKE.TG CEO Bill McDermott , Chief Product Officer CJ Desai, and Amy Lokey, VP and global head of design. In any normal, work never stops. So let’s create a better way. For everyone. Join us to get inspired and get started.In addition, we have four industry keynotes this week that you won’t want to miss. General Manager of Telecommunications Media and Technology at LIKE.TG, Chris Bauschka, will talk about the power of the proactive experience in telecommunications. LIKE.TG’s Lauren Robbins, general manager of financial services will discuss speed and resilience in the era of trust. General Manager of Healthcare and Life Sciences at LIKE.TG, Mike Luessi, will tackle the topic of health and science by exploring how to make healthcare work for everyone. And lastly Bob Osborn, CTO of global government sector will share with viewers how to unleash business agility in government. They, along with LIKE.TG customers and leaders, will inspire us all to dream together, to move faster than ever before, and to flourish in the new normal.Be sure not to miss our thought leadership channel which will feature Bob Osborn on how AI will change government as well as Deloitte’s Global Human Capital Leader, Erica Volini, discuss Deloitte’s 2020 Human Capital Trends Report and the need to rethink productivity. Featured speakerCEO Bill McDermott and Chief Product Officer CJ Desai share the smarter way to workflowAt LIKE.TG, we believe in making work, work better for people. This year has seen unprecedented global events which have demanded an unprecedented response. Value chains have been broken and work has forever changed. The organizations that have embraced digital transformation are those who get to rewrite the script.Everything we do at LIKE.TG is about breaking down the walls, enabling everyone to work better, together. With the Now Platform, work flows naturally. With innovations in Now Mobile and Now Intelligence, we help you get work done smarter and faster than ever before. Discover how major global brands are accelerating growth and productivity with LIKE.TG by reimagining the employee and customer experience. Learn how you too can easily build new digital workflows which elevate your organization to thrive in the new normal. Be sure to check out the session here. Featured sessionBuild a team of LIKE.TG® experts for your organizationEffective training gives your Now Platform team the expertise to teach others how to make the best use of LIKE.TG’s capabilities. When you train your process users effectively, you’ll meet your adoption targets faster and be well on your way to achieving your business objectives. In this session, learn how to determine the expertise needed on your LIKE.TG team, identify what you need to train process users, and learn how to make training an ongoing activity. You can find this session here.Customer sessionsJourney to success: The Finance of America experienceThe Finance of America journey has been a long and twisty one that went from manual to automated. Between emails, spreadsheets and the dreaded "other" category, there was little structure in the IT processes. Today, getting assistance from IT has never been easier for on-the- go employees with the introduction of mobile and chat. One small team rebuilt everything from automated onboarding, proper assignment in a fancy service catalog, to mobile and chat. Don’t miss this session, featuring Meghan Sander, technical business analyst for Finance of America Mortgage.Event and alert management automation with WalmartSusan Arnold, systems engineer at Walmart, will highlight what the retail giant has done to lower their incidents created from events and how they've automated the intake process for event and alert management. This session will resolve issues where repetitive actions are needed to create event and alert rules, noise reduction and incident reduction. Arnold will discuss how automation can save time on repetitive event and alert rule creations and the importance of collaborating with customers. You can find this session here. 7-Eleven’s journey to being customer obsessed: Merging 16 service desks and 32 integrations in 11 months Talk about one stop shopping! 7-Eleven merged 16 service desks and completed 32 internal and external integrations within 11 months. They created a 7Help Store Support Portal that is accessible any time, from anywhere, from any device and is a one stop shop for all support needs. There were too many points of contact, multiple systems, and duplicate cases, resulting in increased cost for franchisees. Before 7-Eleven consolidated on the Now Platform, challenging questions used to come up: What’s the average cost of support for that store footprint? Is that profitable for us to run? Why do I have to call to get the status of my case? What does our combined caseload look like for the stores in my area? It had to stop. In this session, learn why 25 million+ people love 7-Eleven and how the company became customer-obsessed. Find it here!Verizon: Transforming pre- and post-sale workflows in telecom with LIKE.TGLearn how telecom providers can automate workflows across their sales and service processes with ServiceNow. In this session, Verizon will share how they accelerate order delivery time by automating processes from the field to back-office operations. Verizon will also share how they use E-Bonding to connect their enterprise customers' LIKE.TG instances to their central ticketing system to accelerate issue resolution. Don’t miss it!
Welcome to Week 6 of Knowledge 2020!
Welcome to Week 6 of Knowledge 2020, the final week in our epic digital experience. We’ve had five action packed weeks filled with educational sessions, inspirational keynotes and plenty of best practices to help accelerate your digital transformation. Be sure to login or register so you don’t miss a thing.When we transformed our traditional in-person conference into a six-week digital experience, we wanted to make it special. Our hope was that you would have a real opportunity to delve into topics you’ve been curious about and face challenges that have been hindering your progress.Over the last five weeks we’ve focused on five main themes: ‘Accelerate’, ‘Build’, ‘Succeed’, ‘Connect’ and ‘Dream.’ During our final week of programming we will equip you to ‘Act.’ We hope you’ll take what you learn in Week 6 and run with it. As the Knowledge 2020 Digital Experience comes to a close, we’ll recap all the great learnings from the previous weeks and show you how to take advantage of everything LIKE.TG has to offer.To carry us over the finish line we’ll welcome Kevin Haverty, executive VP of worldwide sales, and Jimmy Fitzgerald, senior VP of customer outcomes. They will help you think outside the box and activate your digital plans.
Welcome to week two of Knowledge 2020!
Welcome to Knowledge 2020, week two! Last week we broke ground on our digital experience, and we are just getting started. This week, our CreatorCon Keynote is exploring how everyone, and we mean everyone, can build apps on the Now Platform.With our new capabilities, professional developers can focus on the work that matters most. At the same time, you can empower citizen developers to unleash innovation across the organization with no-code tools and pre-built AI capabilities and models.Quick note: to access the Knowledge 2020 keynotes and sessions mentioned below , make sure to register or sign in first. https://www.servicenow.com/register.htmlBe sure not to miss our Fireside chat with Pat Casey, CTO of LIKE.TG. Pat will share stories about the history of LIKE.TG, from our early days to the present, and take you behind the scenes for a glimpse of how our cloud and engineering teams are operating in this new normal.Our keynote speaker this week will be the VP of the Now Platform, Marcus Torres. Marcus will explain how citizen developers can focus on work that matters.This week we’re also launching a new feature,"Tell US About Your App". Built an awesome impactful app on the Now Platform for your organization? We’d love to hear about it! Take one minute to tell us about your app. LIKE.TG will donate up to $100* on your behalf to support the United Nation COVID-19 Response and Recovery Fund.In case you missed it, we held a hackathon last week. The winner will be announced May 13th, so stay tuned to find out who reigns victorious.Do you have high schoolers who are 16 years or older and eager to learn and make an impact? Our Now Learning team is hosting our NextGen Challenge, which includes training programs to help participants build a LIKE.TG app that addresses real world problems. Check out the Now Learning channel for more information.Here’s just some of the great programming to look forward to this week. Check out our selections below. Featured SpeakerMarcus Torres, VP of Now Platform: Now everyone can build apps easier and fasterWith the new capabilities of the Now Platform, professional developers can focus on the work that matters most and you can empower citizen developers to unleash innovation across the organization with no-code tools and pre-built AI capabilities and models.Featured SessionGet an intro to the basics of LIKE.TG AILearn how LIKE.TG's Predictive Intelligence helps you take advantage of state-of-the-art AI and machine learning in your applications for end users as well as back-end business processes. Check out customer case studies and learn how to adapt Predictive Intelligence for your environment. Attend LIKE.TG Artificial Intelligence: What, Why & How, and you’ll leave with a clear understanding of how your time to value can be dramatically faster and smarter using LIKE.TG's Predictive Intelligence tools on the Now Platform. Customer SessionsUniversity of Maryland: Go on a quest into the land of machine learningKnowing if you're ready to start is the most critical step in your LIKE.TG Predictive Intelligence journey. Building a phased rollout plan for agent adoption, capturing quick wins, and maturing your solution definitions are very important. The University of Maryland has been using the Predictive Intelligence feature of LIKE.TG for the last year. It’s been a fun and exciting roller coaster of a journey. Learn how it was accepted by the agents, how we 'tweaked' our solution criteria conditions post-implementation, and how we have started using the Predictive Intelligence API to best fulfill agents' needs. Since using the feature, we have seen a 77% increase in the accuracy of our data for reports by categorization and a 50% decline in our incident resolution time. Check out the session, University of Maryland’s Machine Learning Journey.Under Armour: The Now Platform is working hard with Under ArmourUnder Armour Global Technology PMO team embraced the idea to migrate the incumbent PPM tool to the LIKE.TG ITBM PPM module. The results of the migration were amazing. We aligned data from demand management all the way to project delivery, made resource allocation visible to resource and project management teams, increased adoption of the PPM platform, and provided transparent information through reporting and dashboarding. Under Armour has migrated and gained the benefits via a 30/60/90 day migration strategy - an approach in reshaping the PPM platform via quick-time-to-value Agile methods. Watch the session , Igniting Under Armour's PPM Capabilities via the magic of LIKE.TG ITBM.Chevron takes you on a digital transformation journeyDon’t miss Chevron’s digital transformation story of how they deployed their digital roadmap strategy in record time with LIKE.TG ITSM. Access insights on how you too can deliver agile and resilient service experiences for your people. Check out the session here: Chevron's global ITSM digital transformation in 7 months - We did it!
WFH Burnout: A Few Ways To Engage Your Team While Working Remotely
Working remotely makes some things easier, but it isn’t perfect as a full-time approach. Notably, the employee experience still has a risk of burnout: in fact, research suggests (per Indeed) that most people think it’s worsened during the pandemic. Any team member who reaches that point will struggle to get by, and their team will lose productivity. Due to this, the home office needs just as much HR work as its classic predecessor — or even more. Part of your job as a team manager is to prevent WFH burnout, but there’s a lot to consider. The structure and schedule of your workday, the solitude of working from home and related mental health concerns, the increased influence of remote employees’ personal lives… Juggling these concerns is the path to avoiding burnout in your remote workforce. In this post, we’re going to cover some straightforward tips for how you can effectively engage a team of remote employees, helping to steer them away from employee burnout. If you can make good use of them in the long term, it’ll greatly strengthen your business. Let’s get started. Encourage workers to change their surroundings When you’re in a regular office, the necessary level of activity means that the immediate environment changes somewhat frequently (and the working environment really matters). Workers move post-it notes around, rearrange their desks, alter the lighting… They don’t radically shake things up, but they keep them slightly fresh. Most vitally, the commutes ensure that going to work truly feels like going somewhere. But when you’re in a home office, it can be the same every day. Despite having the power to tweak it however you like, you might not have the will — and with no commute to keep things interesting, you can start to feel trapped. This is why you should encourage your remote employees to change their surroundings on occasion. It’s key to employee engagement. You could make it a competition of sorts: who can come up with the most interesting home office arrangement? Alternatively, you could draw inspiration from the featured image and prompt people to take their work laptops outside. A mobile data dongle can easily provide enough speed for this. It isn’t an all-day option, of course, but just an hour or two working outside can leave someone feeling significantly refreshed. Make the most of suitable communication tools You may be feeling tired of Zoom at this point, but that doesn’t mean you can’t squeeze more from it. Instead of just holding boring meetings, why not run some social events? You could create some quizzes for people to enjoy, or even some video-gaming contests. Or maybe you could stick with a simple gathering: take an hour or so in the middle of a workday and gather everyone together to talk about whatever comes up. Keep in mind that Zoom isn’t the only VoIP tool on the market, and others can do some interesting things. Topia, for instance, allows spatial video chat: in other words, participants can move in and out of conversations much as they would in real-world exchanges, elevating employee engagement. Additional features like this can do much to freshen online discussions. Now, communication tools will never entirely make up for the loss of in-person meetings, so you should still arrange face-to-face meetings whenever possible. Even if you can only get your remote employees together a few times each year, the time spent in physical proximity will do more to support collaboration than anything you can achieve at a distance. Offer simple suggestions for better work/life balance Even though remote working has made some parts of work/life balance easier (less time spent commuting means more free time, for instance), it’s made other parts harder. Most notably, clocking in and out isn’t as straightforward as it was. There used to be a clear delineation: your workday begins when you reach the office, and it ends when you leave. Now things are blurry. Working from home means that you can reach the end of your hours but remain at your workstation with little impetus to go elsewhere. You can unthinkingly work on a project for hours that you’re not getting paid for, then find that you’re feeling unusually weary. Part of this is due to the common fear of being insufficiently productive while working from home: something that can hugely detract from employee engagement even as it keeps people stuck at their desks. As the team manager, some of the onus is on you to ensure that your remote employees aren’t working too hard. If people are struggling to handle their time effectively, address them not as the boss but as someone else trying to make the best of a tough time. Tell them about how you manage your schedule, and make relevant suggestions (including any time-management tips you can muster). They’ll appreciate the guidance. Place more emphasis on personal development The lack of colleague interaction makes remote-working days feel longer yet ultimately seem to have gone by faster. Each day is a grind, then you notice that several months have passed. It’s disconcerting and can make you wonder what you’re actually achieving. It bears noting that burnout isn’t always the result of too much stress, anxiety, or responsibility. Sometimes it can result from a fundamental loss of motivation — so what can motivate people? Rewards are great, but you need something grander. This is where personal development comes in. Just having a stable job is enough to inspire gratitude, but not enough to really keep someone interested. By listening to what your team members want to achieve and coming up with plans to help them grow, you can solidify their loyalty through employee engagement that makes the average workday feel more meaningful through building up to something bigger. And remember that a personal development plan doesn’t have to explicitly bring value to the business to be worthwhile. Suppose that one of your workers wants to start running marathons, for instance. It won’t generate any revenue for you, but it will make them healthier and more content, and those things will enhance their productivity. Make your remote employees happy and it’ll always work out well for your company. About Author: This article is written by a marketing team member at LIKE.TG. LIKE.TG is a leading provider of proven HR solutions, including recruiting, onboarding, employee communications & engagement, and rewards & recognition. Our user-friendly software increases employee productivity, delivers time and cost savings, and minimizes compliance risk.
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