Key Takeaways from Knowledge 22

Where is ServiceNow and the Now Platform heading? We have summarized our key takeaways from the Knowledge 22 event and the ‘San Diego’ release.


For everyone that wants to meet ServiceNow’s own experts, pick up the latest news and trends and meet the community, ServiceNow’s annual Knowledge event is the place to be. 

After two years of pandemic, Knowledge was finally back as an in-person event in May. If you attended the European version, in the Hague, Netherlands, I hope you stopped by our booth and enjoyed our presentations. The Cloud People had people attending from all the countries we are located. There’s simply no better place to get inspired about what you can do with ServiceNow. In this blog post, I’ve gathered my summary of Knowledge 22 and the ‘San Diego’ release. I have decided to summarize my key takeaways in 4 areas: Hyper-Automation, Next Experience, Citizen development and Industry Innovation. 

1. Hyper-Automation

ServiceNow is leading the pack of being THE Platform for any Digital Enterprise, transforming legacy processes and manual work into modern workflows with a single platform for Hyper-Automation.

Automation Engine empowers ServiceNow platform owners and buyers of Technology, Customer, Employee, and Creator Workflows to effortlessly connect any system or data, whether it’s modern or legacy, to ServiceNow and automate manual, repetitive actions—all in a single platform.

Process Automation (RPA) Hub is a native Now Platform application that connects ServiceNow to legacy systems which don’t have APIs, where API’s do not deliver the correct content or where APIs aren’t accessible.

2. Next Experience

ServiceNow drives productivity by connecting employee, business and customer experience that delivers on the ultimate promise and value of a customer-centric enterprise.

With the San Diego release, ServiceNow launched the Next-Experience, which completely reimagined the user experience to deliver a consumer grade experience for any user on the platform. It is elegant, simple, personalized and drives productivity.

The new Employee Center is a one-stop shop intranet where employees can interact with the support desk, search for knowledge and request services or products. Users can also make consumer grade reservations (e.g., desks, rooms) to serve the needs of changing and flexible teams.

ServiceNow is also continuing to invest in the integration with Microsoft Teams, which not only allows users to interact with ServiceNow right inside a conversational messaging experience, but also leverage ServiceNow’s AI capabilities within the Virtual Agent inside of Teams. 

3. Citizen Development

ServiceNow meets the urgency of today’s rapidly changing world by providing Citizen developers the ServiceNow no/low code platform to scale and speed up the application development.

App Engine Studio and Flow Designer allows citizen developers—end users from outside your IT development organization—to create new web and mobile applications using no and low-code development. They use drag-and-drop components and model-driven logic on a graphic user interface.

4. Industry Innovation

Every Industry has different challenges and objectives that need dedicated solutions to be able to get to the level of digital transformation that they want.  With the San Diego release. ServiceNow continues to serve those needs by actually providing purpose-built solutions to address very specific digital needs for banks, insurance companies and technology providers.

In banking, ServiceNow is releasing Deposit Operations which automates routine account deposits, updates or standing order modification between front-middle and back office. For the insurance providers ServiceNow is focusing on modernizing the insurance operations by providing a solution that brings together all the distributors, the underwriter and services they provide so they can deal with how policy changes are made.

For Technology providers ServiceNow is releasing two different products, Technology Provider Service Management that combines customer care and operations with an AI-powered self-service and proactive support elements. This gives the ability to technology providers to connect and share services across the partner ecosystem using an application called Service Bridge

The second product is Order Management for Technology Providers, which helps launch products quickly on ServiceNow.

For Manufacturers, ServiceNow Operational Technology Management (OTM) provides a complete picture of their OT environment, This solution makes it easier for manufacturers to assess, prioritize, respond, and recover from incidents and changes.



Are your takeaways similar to mine? Do you feel I’ve missed out on anything? Did you like the blog post? Send me an email, and tell me what you think.