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Luddytime, CreatorCon & Yoda: Knowledge 16 – Day 3

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CreatorCon Keynote: Enable The Service Revolution

Normally by the third day of a conference, people are wandering round looking tired, lost and a bit hungover. Not so at Knowledge 16 when we rocked up to a packed auditorium for the day 3 keynote.

First up was Pat Casey, SVP & GM ServiceNow Platform Business Unit, with his top 4 customer challenges:

  • Siloed environment
  • Users hate it
  • Development takes forever
  • Accountability

followed quickly by how ServiceNow can help turn things around:

  • Single system
  • Delightful customer experience
  • Develop fast
  • IT can control

Pat shared the stage with representatives from the University of Melbourne and Desjardins of Canada who shared details of their ServiceNow projects; with Desjardins reporting an impressive 30% increase in productivity since implementation.

Pat talked about the effort and care that goes into each ServiceNow release “we want to make sure that when customers use their ServiceNow platform they love it”.

With that, it was time for Fred Luddy, CPO of ServiceNow to join the stage. He opened by sharing his main aim for the ServiceNow platform:

Fred used his session to demonstrate how easy it is to configure the platform, showcasing inbuilt games and widgets.

Fred ran an interactive session, encouraging the audience to get involved, using ServiceNow to give live updates on session tweets.

Fred’s final note? “This is the most powerful dev environment I’ve ever worked on”

Fred handed over to Pat who talked about the ever changing IT landscape:

Pat was then joined onstage by Pascal Gibert, GM & VP Platform Business Unit at ServiceNow and Allan Leinwand CTO at ServiceNow. The first order of business was to share the exciting news that with the Helsinki release, ServiceNow is aligned with the ECMA5 script standard. Why is this important? ECMA has “strict mode” for more thorough error checking and 5.1 is aligned to ISO/IEC 16262:2011.

Pascal and Allan went on to talk about using delegated development for control saying “pre Helsinki if someone wanted to develop on the platform we had to give them admin rights. That’s a lot of rope. Post Helsinki we can assigned roles in a defined environment”.

They demonstrated adding and removing roles by the use of check boxes, and the new 4 step delegated development model:

  • Create App
  • Assign developer
  • Set permissions
  • Build the App

As Allan put it “there is no try, just do”.

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The session finished by showcasing the new scoped administration function to enable customers to innovate safely

ServiceNow Fun Facts

I thought I’d round off the day with some fun facts about ServiceNow. Here’s what I found out over the course of #KNOW16:

  • ServiceNow was started by Fred Luddy, the ex-CTO of Peregrine Systems, in 2004 with the intention of making a better IT service management (ITSM) tool: “The IT industry deserves a tool that just works. We’re going to give it to them”
  • ServiceNow customers include Boots, eBay, ING Group, Coca Cola, Johnson & Johnson, GE, BNP Paribas, Deutsche Bank and NASA. That’s right people ServiceNow look after everyone from the makers of Coke to astronauts – how amazing is that?
  • In 2012, ServiceNow became a publicly traded company becoming the first technology company taken public by Morgan Stanley since Facebook.
  • Over 11,000 people attended #KNOW16
  • Of the 200 sessions, over 90% were presented by ServiceNow customers.

 

Did you go to Knowledge 16? Let us know in the comments!

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