ServiceNow Innovation Summit 온디멘드 웨비나

Yokogawa전기는 2023년부터 글로벌 세일즈 비즈니스 프로세스의 End-to-End 워크플로우 시스템을 ServiceNow를 활용하여 단계적으로 구축해오고 있습니다. 이를 통해 Clean Core 추진 과정에서 발생하는 한계와 문제점을 효과적으로 해결해 나가고 있습니다. 본 세션에서는 Yokogawa전기가 ServiceNow 솔루션을 활용하여 글로벌 세일즈 비즈니스 프로세스의 E2E 워크플로우 시스템을 어떻게 성공적으로 개발하고 적용하고 있는지에 대한 사례를 소개하고자 합니다.

SK하이닉스는 2022년부터 ServiceNow를 사용해 ITSM(IT 서비스 관리)을 단계적으로 구현해 왔습니다. 본 세션에서는 SK하이닉스가 현재 ServiceNow의 솔루션을 통해 IT 운영을 어떻게 관리하고 있는지, 다른 지역의 시스템을 효과적으로 통합하는 방법과 AI 기반 플랫폼, 고급 CMDB, Contact Center, ITGC 및 비즈니스 연속성 관리라는 미래 비전에서 ServiceNow 플랫폼을 고려하는 이유를 설명합니다

Agenda

8:30 AM to 9:30 AM - Registration and Expo

9:30 AM to 9:40 AM - Welcome Address

9:40 AM to 10:10 AM - ServiceNow Keynote

Put AI Agents to Work for People

ServiceNow AI Agents are here to drive exponential productivity across every corner of your business. Join us to experience real AI Agents built on the AI platform for business transformation. We'll share customer success stories, live demos, and practical guidance on how you can integrate AI agents into your workflows. Hear from our leadership and get a sneak peek at what’s ahead.

Speakers:
Scott Drummonds, GVP, APAC Solution Consulting, ServiceNow
Doreen Loh, Advisory Solution Consultant, ServiceNow

10:10 AM to 10:40 AM - Customer Panel

10:40 AM to 11:00 AM - Thought Leadership

11:00 AM to 11:20 AM - Platinum Partner Session by Accenture

11:20 AM to 11:35 AM - Coffee Break and Expo

11:35 AM to 1:25 PM - Breakout Sessions

IT Track

Venue: Level 1, Garden Ballroom

11.35am - 11.55am: Maintaining Digital IT Operational Resiliency with AI Powered Service Operations

How can organizations accelerate digital-first business while maintaining IT system resiliency and keeping IT operational costs low. For thousands of customers worldwide, the answer has been using AI-powered service operations (ITSM, ITOM and Now Assist) as the foundation for digital success. This solution has served as a baseline to help them improve experiences, resilience, and productivity. In this session, we'll explore how organizations move along the AI-Powered Service Operations journey from streamlining processes, adopting digital workflows, and using AI to connect it all together.
Speakers:
Ashish Pandey, Advisory Solution Consultant, ServiceNow
Tommy Chin, Business Development Manager, ServiceNow

11.55am - 12.15pm: Deliver strategic outcomes, strengthen resilience and reduce costs with AI

In a time of rising challenges to deliver responsible AI strategies, mitigate risks associated with assets and reduction of technology costs, there exists a significant opportunity to embrace an AI platform for Business Transformation. ServiceNow Strategic Portfolio Management (SPM) serves as the robust foundation to prioritize, manage and deliver business and AI strategies in a responsible manner. It seamlessly connects with Asset Management on a single platform to take control of the lifecycle of technology estate, thereby enhancing resilience and optimizing expenditures on hardware, software, cloud services and enterprise operations. You'll learn how the ServiceNow platform powered by AI can assist organizations in effectively achieving strategic outcomes and delivery AI roadmap effectively, reduce risks and costs.
Speakers:
Daniel Ng, Solution Lead, ServiceNow
Namita Mishra, Senior Advisory Solution Consultant, ServiceNow

12.15pm - 12.35pm: Gold Sponsor Session by Fujitsu - AI Agent for Field Work Support: Enhanced Spatiotemporal Reasoning for Video Analytics and integration into ServiceNow RSO & FSM

In this session, we will discuss on how AI agent can autonomously execute site supervision tasks in collaboration with humans. AI agents recognize and understand the scene from videos and documents like humans and propose appropriate actions into ServiceNow Retail Service Operation or Field Service Management.
Speaker:
Vivek Anand, Principal Consultant, Fujitsu

12.35pm - 12.55pm: Safeguarding Your Business: AI-driven workflows for cyber threats and regulations

New technologies, such as agentic AI, enable growth, but also attract cybercriminals, create vulnerabilities and require risk management to ensure enterprise security. Join ServiceNow® leaders to learn how proactive cyber risk management, cross-functional collaboration, and AI-powered automation can help you become cyber and operational resilient.

Speakers:
James Fong, Solution Manager, ServiceNow
Patrick Wang, Senior Advisory Solution Consultant, ServiceNow

12.55pm - 1.15pm: Gold Sponsor Session by DXC

Coming Soon

1.15pm - 1.25pm: Closing

Business Track

Venue: Level 1, Clover 6

11.35am - 11.55am: Upgrade customer experiences with AI-powered CRM

AI is revolutionizing customer experiences by enhancing self-service, fostering meaningful customer interactions across sales and service, and delivering faster resolutions. Discover how ServiceNow empowers organizations in any industry to sell, fulfill, and serve customers on one AI platform. By leveraging AI Agents and automation, businesses can significantly reduce costs, free human agents from repetitive tasks to focus on complex customer needs, and accelerate resolution times. The result? Increased revenue, lower service costs, and transformed customer experiences that build lifelong loyalty.
Speakers:
Olivier Schroder, Senior Manager, Solution Consulting, ServiceNow
Prem Chandar Ganesan, Director, Solution Lead, ServiceNow

11.55am - 12.15pm: Enhancing Employee experience: AI Agents for moments big and small

In today's AI-led business transformation era, harnessing the full potential of AI Agents across the enterprise and throughout every employee interaction is a productivity and time-savings game changer for organizations. Join us as we delve into how ServiceNow’s innovations in employee experience help organizations empower employee self-service, speed up employee request resolution time, create career path clarity and plan their talent strategy, all backed by the power of AI.

Speakers:
Diana Spalding, Senior Director, Solution Lead, ServiceNow
Timothy Goh, Senior Solution Consultant, ServiceNow

12.15pm - 12.35pm: Gold Sponsor Session by EY - Transforming your workforce with the power of AI

With the anticipated productivity gain from AI, join us to explore how you can future-proof your HR function and workforce and empower your employees for a seamless adoption of AI to drive organizational success.
Speaker:
Jason Seng, Partner, People Consulting, EY

12.35pm - 12.55pm: Automate any workflow: Turn ideas into action with AI Agents and Low-code

Is the skills gap preventing you from realizing the full potential of Agentic AI? Low-code offers a way to empower existing IT teams to quickly build and deploy AI-powered applications without needing specialized AI/ML skills. Learn how you can combine AI agents and low-code to turn citizen developers into AI orchestrators to drive innovation, increase efficiency, and unlock new value for your organization, all while democratizing access to powerful AI capabilities.

Speakers:
Carmen Man, Advisory Solution Consultant, ServiceNow
Dalton Sim, Solution Manager, ServiceNow

12.55pm - 1.15pm: Gold Sponsor Session by Infosys - Navigate Digital Transformation with AI-Powered Service Experience

Session Abstract – In today's ever changing digital landscape, enhancing employee experience is a critical aspect in achieving sustained business outcome. Discover how generative AI is revolutionizing the way we engage, support, and empower employees. This session will delve into innovative AI-driven strategies that streamline workflows, personalize employee interactions, and foster continuous improvement.

Join the session with Infosys to gain practical insights on how implementing generative AI powered solutions creates a more dynamic, efficient, and satisfying workplace environment.
Speakers:
Deepak Rawat, Infosys
Sampath Kumar, Infosys

1.15pm - 1.25pm: Closing

Public Sector Track

Venue: Level 1, Clover 4

11.35am - 12.15pm: Put AI to Work for Government

Government agencies are charged with the mandate to modernise and digitise public service delivery, whilst also being resilient, cost-effective, secure, and agile. Across institutions and agencies, a diverse cohort of citizens, patients, students and more expect timely, personalised services. In the back office, public servants, clinicians and teachers, need to reduce process complexity, to enhance time to value and optimise outcomes. Discover how ServiceNow leverages AI and automation to strengthen trust, boost operational efficiency and elevate outcomes for all stakeholders.
Speakers:
Nick Herbert, Director, Global Public Sector Strategy, ANZ and JP, ServiceNow
CK Tan, APJ Innovation Officer, ServiceNow

12.15pm - 12.35pm: The AI Platform for Public Sector Transformation

AI is only as powerful as the platform it’s built on. The ServiceNow Protected Platform Singapore enables customers to harness the power of generative AI, in a purpose-built cloud environment. Innovation and compliance have long conflicted with one another until now. Powered by Microsoft Azure, public sector agencies can drive efficiencies, streamline operations, and meet regulatory expectations in a cloud built for the mission. In this session, learn more about why choosing the right cloud for you can be the key to unlocking the benefits of AI at scale.
Speaker:
Timothy Chong, Product Lead, ServiceNow

12.35pm - 12.55pm: Panel Discussion

Speakers:
⁠Richard Koh, ASEAN CTO, Microsoft
Nick Herbert, Director, Global Public Sector Strategy, ANZ and JP, ServiceNow
Tongcai Chen, Head of Public Sector, ServiceNow

12.55pm - 1.15pm: Gold Sponsor Session by AutomatePro - Transform ServiceNow Delivery with Agentic AI

AI is no longer a future vision—it’s here, and it’s transforming ServiceNow delivery. Agentic AI is redefining DevOps by accelerating deployments, upgrades, and releases while freeing your team to focus on innovation.

Join AutomatePro’s CRPO as he shares real-world success stories—including how NTT Data unlocked a 4700% ROI and how the Singaporean government revolutionized ServiceNow operations with AI-driven automation.

In this session, you’ll learn how you can speed up testing, releases, and upgrades, how to reduce risk while improving quality at scale, and why AI-powered automation is the future of enterprise IT.

The AI revolution is here—are you ready to transform your ServiceNow strategy?
Speaker:
Chris Dauw, Chief Product & Revenue Officer, AutomatePro

1.15pm - 1.25pm: Closing

1:25 PM to 2:30 PM - Networking Lunch and Expo

2:30 PM to 4:30 PM - Workshops (Limited Seats)

App Dev Workshop

Venue: Level 1, Clover 3
Time: 2.30pm - 4.30pm (registration starts at 2.15pm)

Unlocking the Magic of ServiceNow AI Agents: Build Intelligent Automation in Action

In this workshop, discover how ServiceNow AI Agents are transforming organizational automation by taking intelligent actions on behalf of humans. We’ll dive into building a Travel Approval AI Agent that streamlines travel approval request in an organization. You’ll learn how to configure AI Agents to: Understand Policies, Analyze User Requests, Make Smart Decisions, and Engage Users Dynamically. Join us to see the magic of AI Agents in action and gain practical skills to build intelligent automation solutions that revolutionize workflows. This is the future of work—powered by ServiceNow!

Facilitator:
Anita Chia, Solution Executive, ServiceNow
Calista Rahardja, Solution Executive, ServiceNow
Carmen Man, Advisory Solution Consultant, ServiceNow
Felicia Lin, Solution Executive, ServiceNow
Sui Ling Chua, Senior Digital Solution Consultant, ServiceNow

CRM Workshop

Venue: Level 1, Clover 4
Time: 2.30pm - 4.30pm (registration starts at 2.15pm)

Mastering Playbooks in ServiceNow: Accelerate Customer Resolution for Complex Case Orchestration

Unlock the full potential of playbooks in ServiceNow’s Customer Industry Workflows! In this hands-on workshop, you’ll learn how to modify out-of-the-box (OOTB) playbooks, build custom ones from scratch, and master advanced techniques to optimize workflow automation. Discover how declarative tools can streamline processes without heavy coding and enhance customer experiences.

Facilitator:
Chow Li Tan, Advisory Solution Consultant, ServiceNow
Hailey Choi, Advisory Solution Consultant, ServiceNow
Yeong Yuan Chan, Senior Solution Consultant, ServiceNow

HR Workshop

Venue: Level 1, Clover 6
Time: 2.30pm - 4.30pm (registration starts at 2.15pm)

Boost Productivity with Employee Service Delivery and GenAI

Service delivery departments are operating in the past – using spreadsheets, emails and sometimes sticky notes to address employee questions while organizations everywhere are looking to gain efficiencies, drive productivity and reduce costs. During the workshop, attendees will hear directly from solution experts about how ServiceNow makes it easier than ever to centralize service delivery and provide a modern approach to delivering better employee and agent experiences through a platform they won't outgrow.

Facilitator:
Timothy Goh, Senior Solution Consultant, ServiceNow
Rati Shukla, Senior Solution Consultant, ServiceNow
Steve Ng, Advisory Solution Consultant, ServiceNow
Zoey Chai, Advisory Solution Consultant, ServiceNow

Adoption 360 Exchange Roundtable (FULL)

Venue: Level 5, Atrium Ballroom
Time: 2.30pm - 6.00pm (registration starts at 2.15pm)

An interactive 360 Exchange Roundtable workshop designed to equip you with the best practices for initiating and activating your critical ServiceNow apps. Connect with ServiceNow specialists, discover strategies for seamless deployment of ITSM, ITOM, and SPM, and explore your potential for integrating generative AI with Now Assist.

2:00pm - 2:30pm: Registration
2:30pm - 3:30pm: Expert Guidance for Successful ITSM, ITOM and SPM Implementation: Start Your Journey Right
3:30pm - 3:45pm: Coffee Break
3:45pm - 4:45pm: AI Readiness: Is your organization ready for deployment and implementation?
4:45pm - 5:00pm: Coffee Break
5:00pm - 6:00pm: Implementation best practices for ServiceNow platform owners and practitioners
6:00pm – Closing