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Looking forward to Now at Work London 2019

Dan Gibbard, Implementation Consultant at TeamUltra looks ahead to Now at Work London 2019:

The event is fast approaching – if you haven’t reserved your place at the event yet I highly recommend you do, there’s some fantastic stuff on show this year! A few of the sessions I’m most looking forward to are listed out below, including customer sessions and platform specific sessions such as mobile apps, virtual agent and customer successes.

Transforming AstraZeneca’s IT Portfolio Management For the Business

Thursday, 17 October, 15:05 – 15:45

AstraZeneca rolled out ServiceNow for IT self-service way back in 2014 but more recently they have implemented Project Portfolio Management (PPM) to manage their many, many projects across the organisation. The level of customisation they required was extraordinary but perhaps not unexpected from such a massive organisation.

While the PPM rollout has been a massive success for AstraZeneca, I was very fortunate to be invited to take part in a recent ‘Hackathon’ with them where their IT department were encouraged to design and build new systems to improve their Service Desk efficiency with ServiceNow – always good to see a customer not neglecting the core principles of their ServiceNow implementation!

Preventing London from running dry

Thursday, 17 October, 12:10 – 12:50

Thames Water is a private utility provider of water and waste management for the Greater London area and as you would expect, the operations management of this is incredibly complex.

Thames Water have taken ServiceNow from a fairly standard ITSM implementation through to a full ITOM implementation (discovery, operational intelligence, cloud management, orchestration and service mapping) to create a ‘Command Center’ that has led to £6m in cost savings per year.

The journey for Thames Water has been incredible and the future is even more exciting, for example feeding pipeline sensor data directly into ServiceNow!

What you need to know to be most successful with ServiceNow

Thursday, 17 October, 15:05 – 15:45

Learn how to use the Customer Success Center to discover tools and resources to drive measurable outcomes in your ServiceNow program. This was released earlier this year and brings together a wide pool of resources for customers in one easy to find place. Some of the major areas that I hope ServiceNow will be directing customers to at Now@Work this year are:

Instance Upgrades

Instance upgrades are one of the most difficult things for any organisation to undertake and as every customers maturity grows so does the complications that come with an upgrade. However, I cannot stress enough how important it is to keep up to date with the ServiceNow release cycle not only to ensure that your version is supported by ServiceNow but also to ensure your customers and users continue to get the best experience. The Customer Success Center provides a great deal of information on how to keep instance upgrades as smooth and simple as possible, from simple pointers to product documentation and release notes to webinars by some of the most knowledgeable people working within ServiceNow at the moment (we all know who I mean…). The instance upgrades process is, certainly in my opinion, the most important factor in ‘What you need to know to be most successful with ServiceNow’.

Champion Enablement

Introducing ServiceNow to your enterprise can be a daunting prospect and it’s something I have seen customers consistently struggle with. The Champion Enablement section of the Customer Success Center provides a wealth of resources to get you on the right track, from communication plans to whitepapers on CMDB strategy/planning and design.

Natural Language Understanding with Virtual Agent

Thursday, 17 October, 17:00 – 17:15

Hear how ServiceNow have added Natural Language Understanding to Virtual Agent to understand the context of the end user request so organizations can provide more meaningful responses.

Natural Language Understanding (NLU) is one of the most exciting new technical features in the New York release of ServiceNow. NLU allows you to create models that are trained to understand statements a user might make and relate them to a task that a user wants to perform. Using NLU, your virtual agent can offer a more natural and engaging conversational experience. The key components that make up NLU are:

Implementing NLU can be one way to greatly improve your customer and employee experience by reducing the complexity of knowing exactly the right questions/phrases to use when requesting something through the Virtual Agent

Now-on-Now: Unlocking enterprise-wide productivity with our next-gen mobile app

Thursday, 17 October, 16:30 – 16:45

The new version of the ServiceNow mobile app (ServiceNow Mobile Agent) was released in Madrid and allows you to do everything you would expect (and everything that was available in the previous version of the app): view and update records, manage tasks and approvals, receive push notifications etc. But Mobile Agent comes with many new exciting features including Location Tracking, QR/Bar code scanning and offline working.

Offline working

We all know that our mobile devices don’t always get the connection we’d like when we’re out and about – and sometimes we know exactly when a connection will not be available (like the line between Staines and Richmond!).

With the ‘next-gen mobile app’ (ServiceNow Mobile Agent) if you know you are going to be offline and you’ll need to update your tasks you can download those tasks beforehand, update them while you’re offline and your updates will be synced to your instance when you’re back online. This functionality is especially important for agents that may be using the Field Service Management application, where connectivity is not always guaranteed.