• Products
  • Use Cases
  • Industries
  • HR and IT better together
  • Boost productivity and attract quality talent with great employee experiences.
  • 5 steps to transformation
  • A proactive, connected client experience is essential for financial services.


  • The value of digital workflows
  • Get apps to market in half the time at a third of cost with higher satisfaction.


  • Your prescription for success
  • Accelerate outcomes with a step-by-step action plan of proven best practices.


  • Live up to your potential
  • Determine the untapped value across your entire business in just 60 seconds.

Welcome to Knowledge 2020!

Selections from week 1 of 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, ServiceNow 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 ServiceNow leaders and customers at our Workflow keynotes, including. 

Join us on May 5 for one of these options:

APJ region
10:00 am AEST / 8:00 am SGT / 5:30 am IST,
2:00 pm AEST / 12:00 pm SGT / 9:30 am IST

EMEA region
9:00 am BST/10:00 am CEST

AMS region
8:00 am PST.

We wanted to give you some idea of what to expect this first week, so check out some selections below.


Our featured speaker, Shep Hyken, on how to be amazing at customer service

Featured speaker:

Shep Hyken: Be amazing or go home
Business 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 Sessions

Get an intro Intro to knowledge management for customer service
As 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.


Knowledge 2020 customer sessions

Customer sessions

Learn how Walmart applied analytics reporting at a critical moment
How 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 ITBM
Keeping 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.

Session quote about ITAM Manager Jeana Murphy from Verin

Yes – this one is about how a lone Jedi IT master achieved ROI from SAM
Ever 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 management

Mayo 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 Group

Western & Southern Financial Group (W&S) uses ServiceNow 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 @servicenow so you can stay in the know. More information about the social media contests can be found here.

Chips and salsa

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!



  • Army people discussing computer
    Digital Transformation
    ServiceNow named to U.S. Department of Defense Enterprise Software Initiative blanket purchase agreement
    05-12-2020 Learn about how ServiceNow has teamed up with Carahsoft Technology Corp. to provide IT service management tools to the Department of Defense
  • Welcome to week 2 of Knowledge 2020
    Knowledge 2020
    Welcome to week two of Knowledge 2020!
    05-11-2020 Welcome to Knowledge 2020, week two! Read this blog post for more information on our upcoming keynotes and featured sessions so you don't miss out.
  • week 1 highlights from Knowledge 2020
    Knowledge 2020
    Virtual highlights from Knowledge 2020, Week 1
    05-08-2020 Read about how Knowledge 2020 made history this week as our first-ever virtual conference and recap some of the highlights that kicked off this great event.
  • Introducing the Now Support mobile app
    Knowledge 2020
    ServiceNow’s Knowledge 2020 launches today, focusing on new era of Employee and Customer Workflow experiences
    05-05-2020 ServiceNow launched the Knowledge 2020 Digital Experience, the company’s largest Knowledge ever, for its customers, partners and developer community. Knowledge 2020 focuses on the power of ServiceNow’s workflows to accelerate digital transformation, delivering a new era of employee and customer experiences required in a post-COVID world.

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