Insights from ServiceNow’s Knowledge17 conference

Posted: 16 June 2017
AC3 at Knowledge17
AC3's Head of Service Integration and Management, Claudia Couzi shares her insights from ServiceNow’s global Knowledge17 conference.

I recently attended ServiceNow’s Knowledge17 conference in Orlando, Florida along with a colleague, Angus Palmer. This was by far ServiceNow’s biggest conference, drawing over 15,000 delegates with only a small contingent of about 150 from the ANZ region.

The event kicked off with some great insights into the ServiceNow business from their new CEO, John Donahoe, who is the former CEO of eBay.

As key partners, we were first to hear many exciting product announcements. Every area of their five market verticals (IT, HR, Customer Service, Business Applications and Security Operations) demonstrated their innovations and new features.

The most exciting innovation for me was the Intelligent Automation Engine that has been developed for the underpinning Now Platform. We were able to see this in action with use cases for the Machine Learning and Artificial Intelligence (ML / AI) algorithm. This was fascinating as this is an area that we anticipate seeing huge growth in over the next few years. You can learn more about ServiceNow’s AI engine here.

I also attended a number of customer and partner presentations and had fruitful one-on-one meetings with ServiceNow global product specialists for ITOM and HR. Hearing customers share their journeys, challenges and lessons learnt was invaluable and I plan on sharing that wisdom with our customers.

Angus focused on the technology itself and attended a number of labs and technical deep dive sessions. These sessions provided him with new skills, tips and good contacts and resources within the ServiceNow developer community, all of which he has brought back to the office to share with the wider AC3 team.

As a user of ServiceNow in our own business and as a partner experienced in implementing the system for our customers, Knowledge17 was an incredibly worthwhile event, giving us an insight into the direction of their business and products. Having visibility over their roadmap over the next few years gives us the knowledge to help our customers make informed decision on what is best for their business.

Claudia Couzi
Head of Service Integration and Management