Knowledge 2020 made history in their first week as ServiceNow’s first-ever virtual conference for thousands of its employees, partners, and customers participating from their homes around the world.

Week 2 at Knowledge 2020 covered a lot of ground—from Marcus Torres’ CreatorCon keynote to eye-opening sessions from customers, including Chevron (with an ITSM turnaround tale) and Under Armour (with a PPM success story).

Service product owner at Walmart, Lisa Baremore, walked the Knowledge 2020 audience through a major IT turnaround at the retail giant. In November 2018, Baremore took over what she described as a “free-for-all” IT environment with 17,000 admin user accounts, more than 5,000 incidents per month, and overlapping analytics reports that dragged down user performance. She said performance analytics were nearly impossible to manage under the circumstances. Walmart employees considered the Now platform “just another IT ticketing tool”, recalled Baremore.

When Baremore started, the system produced just 300 IT governance reports, many of which overlapped and caused production glitches. Today, the system has over 2,300 reports—and none of them drag down user performance.

Patrick Dietzel, configuration manager at Huntington National Bank, explained how the bank reduced its future tech debt risk by up to 90% using ServiceNow. Dietzel explained that three types of technical debt must be managed carefully, security risk, financial risk, and vendor risk. Vendor risk arises when groups of assets like servers run out of contracted technical support. If they break down after those expiration dates, costs can skyrocket—raising risk levels for managers. Two main challenges have to be solved with technical debt, said Dietzel: First, how do you accurately identify your technical debt. Second, how do you share data once you have identified it, so you can take action to mitigate risk? Dietzel explained how Huntington National Bank used real-time data visualizations in ServiceNow to manage “asset refresh,” dramatically reducing tech debt risk. The bank also used CMDB data to confirm budget line items, all while reclaiming five days of manual reporting time per month.

Swiss Re vice president of product management, Mark Hull, shared the company’s decade-long success journey with ServiceNow. Back in 2009, Swiss Re started using ServiceNow as an IT ticketing solution. “Ten years has passed,” said Hull. “We’re still using ServiceNow in IT, but also expansively in other divisions.” ServiceNow now helps Swiss Re manage a $1 billion-plus operations budget across IT, finance, sourcing, legal, HR, and more.

Week three will be the official halfway point of our Knowledge 2020 digital experience. Third week belongs to Now on Now. At ServiceNow, they’re transforming the way they work by relying on their own solutions.

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