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!


  • ServiceNow's early career program
    Life at Now
    How early career programs give students a solid start
    ServiceNow and Northeastern University created the co-op program to develop and nurture early career talent into successful marketers. Learn how it works.
  • Enterprise SRE (site reliability engineering): where service reliability and business agility meet
    Application Development
    Service quality and the rising need for enterprise SRE
    Enterprise SRE (site reliability engineering) requires a paradigm shift in how IT operations works with the rest of the enterprise. Service quality is key.
  • Improve customer experience.
    Customer Stories
    How Deloitte, the WNBA and others improved customer experience in 2020
    At Knowledge 2021, ServiceNow customers Deloitte and WNBA shared how digital technology helped them improve customer experience during a challenging year.

Trends & Research

  • Demand for digital services is up. Government can seize the opportunity.
    Digital Transformation
    How government can meet the rising demand for digital services
  • ServiceNow Creator Workflows offer low-code development.
    Application Development
    ServiceNow named a Leader in Low-Code Development Platforms
  • Gartner names ServiceNow a leader in enterprise Agile planning tools.
    Digital Workflows
    ServiceNow named a Magic Quadrant Leader in Enterprise Agile Planning Tools