Knowledge19 session schedule

Top Picks: Knowledge19’s “Can’t Miss” Sessions and Speakers

With less than two weeks until Knowledge, we’re all eager to make our way to Las Vegas. If, just like our team here at Acorio, you’re counting down the days on your calendar until May 5th, it’s a good idea to start making a list of all the sessions you want to attend during Knowledge19. 
With so many sessions to choose from, it can be hard to narrow down all of the options. To help you get a head start, we asked our team what sessions they’re most excited to see at this year’s conference. Here’s the list of can’t-miss sessions, straight from our ServiceNow (and Knowledge Conference) experts! 

1. ServiceNow Application Patterns: What Works and What Doesn’t

Date & Time: Tues, May 7, 12:00 pm to 12:30 pm 

Description: In this session, we’ll go over the application patterns that ServiceNow excels at. We’ll give you concrete examples of the type of application patterns that ServiceNow customers use. And, for kicks, we’ll also throw in application patterns that don’t work so well on ServiceNow.

Speaker: Chuck Tomasi, Sr. TPMM, ServiceNow

Session Type: CreatorCon Developer Theater

ID: CCDT1552

2. Exclusive Presentation: Global ServiceNow Insights & Vision Report

Date & Time: Tues, May 7, 1:30 pm to 1:45 pm

Description: Have you ever wondered what your peers’ 2019 ServiceNow roadmaps look like? What KPIs most ServiceNow Platform owners pay attention to? Or what are the biggest challenges facing ServiceNow users today?

Join Acorio’s CEO, Ellen Daley, and VP of Strategic Marketing, Meghan Lockwood, as they present the first-ever Global ServiceNow exclusive Insights & Vision report. It contains all new original research, providing industry benchmarks on the tactics, challenges, priorities, KPIs, and budgets shared by more than 300 ServiceNow platform users, owners and executives across the globe.

We know that ServiceNow has disrupted the technology landscape and is changing the way the world of work, works. Now’s your chance to see what it really looks like from ServiceNow users just like you.

Speakers: Ellen Daley, CEO, Acorio & Meghan Lockwood, VP Marketing , Acorio

Session Type: TheaterNow

ID: TN0373

3. Innovate Outcomes: Empower Self-Service and a Culture of Innovation 

Date & Time: Tues, May 7, 2:00 pm to 2:30 pm (Session repeats: Thur, May 9 1:00 pm to 1:30 pm)

Description: Understand how CERN has taken the ITSM framework far beyond its roots in IT over the last 10 years and how ITIL processes were implemented.This journey has taken the organization to a position where ServiceNow covers nearly all internal services provided to its users with a scope ranging from the classical IT infrastructure to facilities, safety, security, logistics, finance, and human resources. 

How did CERN adapt ServiceNow to fit the needs of more than 15 000 person while reducing cost? This session will also address CERN’s user-centric strategy and focus on the value that has been created by giving the end user an effective, pleasant and efficient experience.

Speaker: Eric Lienard, Business Analyst, CERN

Session Type: Customer Success Session

ID: CSS0171

4. Preparing for a Successful HR Service Delivery Transformation

Date & Time: Tues, May 7, 4:30 pm to 5:10 pm

Description: Learn practical tips to help your organization effectively plan your ServiceNow HR Service Delivery (HRSD) implementation, including how to identify and prioritize HR services, ensuring you have a thorough organizational change management strategy. This session will also cover how to best prepare your HR admins to operationally support your transformation efforts.

Speakers: Stacey Prezel, Practice Lead, HR Service Delivery, Acorio

Session Type: Knowledge Breakout

ID: BRE1256

5. Plan Globally: Now or Never, Agile Transformation of Services 

Date & Time: Wed, May 8, 10:00 am to 10:30 am

Description: BioGen Inc., a Fortune 250 Global Pharmaceutical Organization, had an audacious goal ahead of them for 2018, drive digital transformation and improve the employee experience, by leveraging ServiceNow across the company. This meant designing and rolling out a Global Business Services (GBS) strategy to align their global functions including; HR, legal, finance, technology, and training. Join BioGen’s Director of IT, Sai Vajha, as he explains the strategic and tactical challenges involved in this undertaking, including:

  • Replacing Salesforce with ServiceNow HRSD and GBS, and vFire with ServiceNow ITSM
  • Dealing with competing methodologies within the program, including ITSM rapid release and a phased GBS approach, to empower their different corporate initiatives
  • Onboarding multiple MSPs under an extremely aggressive timeline
  • Unifying five discrete global departments, 20,000+ monthly cases— all while following GXP process and maintaining the steady state organization amid all that transformation

Speaker:  Sai Vajha, IT Director, BioGen IT Director

Session Type: Customer Success Session

ID: CSS1113

6. Serving our Community Using ServiceNow

Date & Time: Wed, May 8, 2:00 pm to 2:30 pm

Description: Have you ever thought about how far you could push ServiceNow outside of service management? What about serving our community? At our annual company get-together in 2018, we held a Charity Auction. It was managed through paper listings for the various items available for bid. This year, we’re pushing ServiceNow into an area it hasn’t gone before — running an auction through the Service Portal. Come spend some time with us discussing the design goals and challenges for creating such an application, how ServiceNow enabled us to overcome those challenges and taking a look at our mobile-first portal that was built for this initiative.

Speaker: James Hamilton, Senior Technical Consultant and Consulting Manager, Acorio

Session Type: CreatorCon Developer Theater

ID: CCDT0650

7. CSM Fruit Salad: How a High-Growth MSP Merged Apples and Oranges into one Great Pair

Date & Time: Wed, May 8, 4:30 pm to 5:10 pm

Description: In August 2017, North Carolina-based managed services provider (MSP) Peak10 acquired ViaWest and rebranded as Flexential. While both had been industry leaders in the east and west, they now needed to unite the two disparate teams and legacy technology processes built on two separate ServiceNow platforms – all while elevating the best elements of both. Core to that strategy was delivering a world-class user experience to its expanded global corporate customer base of more than 5,000. Join Flexential’s Vice President of Service Management, Andrew Mametz, as he explains the strategic and tactical challenges involved in this undertaking, including:

  • Migrating away from a domain-separated environment
  • Consolidating two companies onto a new ServiceNow instance
  • Driving all post-sale and pre-invoicing activities onto one platform
  • Enabling partner and customer system integrations with Service Desk
  • Creating a new support experience for the entire customer base

Speaker: Adam Mason, VP of Customer Success & Innovation, Acorio

Session Type: Knowledge Breakout

ID: BRE1095

8. Fireside Chat with Fred Luddy, ServiceNow Founder and Chairman of the Board

Date & Time: Wed, May 8 4:30 pm to 5:30 pm

Description: Join us for a fireside chat with ServiceNow Founder and Chairman of the Board, Fred Luddy, and ServiceNow CEO, John Donahoe. Hear directly from the visionaries who are passionate about taking work to the next level. Get an unscripted look at how the dream of a simple and customizable platform to change work became a reality. It’s sure to be a session not to miss so reserve your spot today.

Speakers: ServiceNow Founder, Frank Luddy and ServiceNow CEO, John Donahue

Session Type: Keynote/General Session

ID: FSC1729

9. Accessible design for inclusive apps’ Univ of Washington & ServiceNow

Description: Would you ever design a new building without an accessible entryway? Of course not. The same logic applies to accessible apps. Designing an inclusive user experience requires planning, just like we plan for security, mobility, and ease of use. In this session, you’ll learn how to plan for accessibility in your custom apps, and how to leverage accessibility features in ServiceNow. A unique design partnership between ServiceNow and the University of Washington has evolved into an ongoing journey of improved accessibility on the Now Platform.

Date & Time: Thur, May 9 10:30 am to 11:10 am


  • Lizzie Lee, Senior Front End Engineer, ServiceNow
  • Mary Mulvihill, Director, Service Management Office, University of Washington
  • Tali Marcus, UX Engineer, ServiceNow

Session Type: Knowledge Breakout

ID: BRE1104

10. Delegate Non-Administrative Tasks to the Right People 

Date & Time: Thur, May 9, 11:30 am to 12:10 pm

Description: If you’re spending time doing non-administrative work as a ServiceNow admin — such as building applications for other Line Of Business (LOB), deploying applications on ServiceNow platform for other teams, or administrating application of other teams — and are looking for an opportunity to delegate such work, then this session is for you. ServiceNow delegated development, delegated deployment, and application administration features can let admins delegate non-administrative tasks to other people in the organization. In this session, we’ll go over how an admin can effectively open application development and administration on the ServiceNow platform to other LOBs by delegating development, deployment, and administration work of an application. We’ll go over real-world use cases with a live demonstration of the product. Join us and learn how you could effectively delegate application development work to other LOBs.


  • Angela Drosos, Sr Software Engineer, ServiceNow
  • Brad Campbell, Lead Developer, ServiceNow
  • Nikhil Bendre, Senior Manager, Platform, ServiceNow

Session Type: CreatorCon Breakout

ID: CCB1496

knowledge19 session schedule planner
In the weeks leading up to Knowledge, it’s important to make a plan for what to do once you arrive at the conference. It’s a considerable investment to attend the convention, and we want to help ensure that you can make the most of your time there. Make sure to follow Acorio on Twitter and LinkedIn to stay in the loop with all things Knowledge19. We have lots of content to keep you updated on ServiceNow’s annual conference, whether you’re flying to Vegas or holding down the fort at your office.
If you’re looking to learn more about what sessions to attend next month in Vegas for Knowledge19, make sure to tune in to Acorio’s webinar this afternoon! Last but not least, don’t forget to take a peek at the agenda and start bookmarking which sessions you’d like to attend. If you’d like to check out the sessions listed in today’s blog, we put together a calendar so that you won’t miss any of them in Vegas.
And, if you are not able to attend this year’s conference that doesn’t mean you have to miss out on the fun. Be sure to enter our Knowledge19 AirPod raffle (attendance not required) to get in on the action. 
Knowledge19 session prize raffle