Insights and Inspiration: Reflecting on ServiceNow Knowledge 2023

Reflecting on ServiceNow Knowledge 2023

Insights and Inspiration: Reflecting on ServiceNow Knowledge 2023

Reflecting on ServiceNow Knowledge 2023

Written by Harini Krishnamurthy

Content Writer

June 1, 2023

ServiceNow’s annual customer conference, “Knowledge,” took place in Las Vegas, Nevada, on May 14-18th, bringing together customers worldwide to share experiences, learn best practices, and gain insights into the Now Platform. Royal Cyber team enthusiastically participated in various sessions covering digital transformation topics. Knowledge 2023 was an exceptional event featuring keynote sessions, fireside chats, roundtable discussions, and demos.

The conference was known for its exciting announcements on product direction and focus areas for the year, and ServiceNow Knowledge 2023 didn’t disappoint. Here are some notable highlights that you might have missed. ServiceNow’s transformative innovations stole the spotlight at the event, showcasing their commitment to empowering companies to work at an accelerated pace. The key focus was on introducing AI-driven features, highlighting the significant impact of AI in revolutionizing workflow management.

ServiceNow, the leading digital workflow company dedicated to improving productivity worldwide, unveiled significant expansions to the capabilities of the Now Platform. These advancements provide businesses with faster and more efficient methods of working.

ServiceNow's Strategic Direction

The key innovations include the introduction of enabling the automation of vital business processes across all verticals. Moreover, ServiceNow has enhanced its AI functionality with generative AI solutions. In addition, an AI-powered solution for employee growth and skills development was announced, along with the industry’s first end-to-end observability solution for cloud applications. Notably, ServiceNow also introduced a new offering aimed at digitally transforming the essential work of non-profit organizations. Furthermore, ServiceNow announced a new Rise Up with ServiceNow partner courses to support their goal of skilling one million individuals on the platform by the end of 2024.

These powerful innovations address businesses’ digital requirements, targeting growth and cost efficiency. They encompass investments in technology while simultaneously advancing talent development. By increasing productivity without impeding innovation, these innovations extend the reach of the Now Platform to encompass new personas and industries.

ServiceNow's Vision for Digital Transformation

“There is an app for everything, but no one wants every app. CEOs need a single platform that can orchestrate the entire technology value chain to drive faster business outcomes. Knowledge is the place where our customers and partners realize how they can address the biggest challenges facing their businesses today. As the intelligent platform for end-to-end digital transformation, ServiceNow is meeting people where they engage with fully automated solutions to build great experiences in a new generation of cloud software.”
Bill McDermott, Chairman and CEO of ServiceNow.

Key Takeaways and Actionable Insights from the Conference

Reduce Complexity with Intelligent Automation and Generative AI Tools

According to IDC, by 2026, digital products, services, and experiences will contribute 40% of the total revenue for G2000 organizations. Additionally, AI is projected to contribute $15.7 trillion to the global economy by 2030. As enterprises undergo modernization, there is a growing demand for reliable platforms that integrate multi-cloud environments and orchestrate disparate components into a cohesive digital ecosystem. ServiceNow is addressing these needs by introducing new automation and AI capabilities, enabling businesses to streamline complexity, enhance productivity, and unlock new value—all within a unified platform.

ServiceNow’s new automation workflows leverage AI, machine learning, and Robotic Process Automation (RPA) to facilitate the modernization of crucial processes such as procurement, accounts payable, and supplier management. These workflows encompass cross-enterprise digital workflows, representing a significant expansion of ServiceNow’s portfolio. They enable the connection of existing enterprise resource planning (ERP) systems and utilize AI to transform insights into actionable steps. As a result, customers can accelerate their operations and extract greater value from their technology investments.

ServiceNow has introduced new Generative AI Solutions that enhance the extensive AI functionality of the Now Platform. These solutions incorporate built-in capabilities that leverage the power of generative AI to enable fast and intelligent workflow automation within enterprise applications. This advancement is possible through an expanded strategic partnership between ServiceNow and Microsoft.

Watch our on-demand webinar to learn how we leveraged AI for IT Operations (AIOps) from ServiceNow to reduce service outages and reduce noise by 99%.

ServiceNow has introduced two notable enhancements to its AI capabilities: the ServiceNow Generative AI Controller and Now Assist for Search. With the ServiceNow Generative AI Controller, organizations can seamlessly connect their ServiceNow instances to OpenAI and Microsoft Azure OpenAI, enabling easy integration of AI capabilities into their workflows. On the other hand, Now Assist for Search extends the power of generative AI to enhance search functionalities in Portal Search, Next Experience, and Virtual Agent, providing users with a more intelligent and efficient search experience.

ServiceNow Cloud Observability has introduced a range of new capabilities to assist site reliability engineering teams in effectively managing cloud infrastructure’s increasing scale and intricacy. This is achieved by integrating Lightstep’s observability metrics, tracing, and logging into a unified solution designed specifically to connect insights and actions across various tools, individuals, and processes involved in infrastructure management. The aim is to enhance visibility and streamline operations for improved reliability in cloud environments.

Build a Scalable and Robust Skills Ecosystem

Pearson, a renowned global research firm, collaborated with ServiceNow to assess the influence of AI on the talent landscape and identify the skills that will be in high demand by 2027. The findings emphasized that the most valuable and transferable competencies for emerging technical roles in the coming years will be those that exhibit human-like qualities such as communication, collaboration, and innovation. Interestingly, these skills can be transferred from positions that AI might impact to emerging tech roles.

In response to the ever-evolving skills required for driving digital business, ServiceNow is introducing new AI-powered solutions for talent transformation. Additionally, they are making continued investments and forming partnerships to prioritize re-training and skilling initiatives, aiming to cater to the workforce’s future needs.

ServiceNow is introducing a new AI-powered solution called Employee Growth and Development, which aims to assist organizations in developing a scalable skills strategy for talent transformation. This solution will help close talent gaps and provide valuable insights into the workforce’s strengths. By integrating disparate learning and development systems onto a unified platform, Employee Growth, and Development will streamline career planning, development goals, and learning resources for employees and their managers. The outcome will be higher-performing teams and a more engaged and productive workforce.

Furthermore, RiseUp with ServiceNow is expanding its program by incorporating an expanded training curriculum that includes partner courses. Microsoft courses will be the initial addition, allowing individuals to gain broader education on two of the largest platforms today. In addition, expanding the skills ecosystem enables organizations to access a wider pool of talented individuals who excel in ServiceNow and Microsoft platforms.

Turn Good Intent into Even Greater Impact

Enabling non-profit organizations to do better requires them to excel in their business practices, just like for-profit entities. Digital transformation is not just a luxury for non-profits; it has become necessary to drive meaningful change. By adopting the right technology, non-profit organizations can enhance their efficiency and effectiveness, enabling them to navigate the ever-changing operating environment. This ensures that their resources are utilized where they are most needed, maximizing their impact and benefiting the communities they serve.

The ServiceNow Knowledge conference also focused on various aspects of the ServiceNow platform, including:

  1. Automation Engine: Automation Engine is a low-code automation and integration tool that helps you automate repetitive tasks and processes across multiple systems
  2. Integration Hub: Integration Hub is a tool that helps you connect ServiceNow to other systems and applications including pre-built and custom integrations, and helps monitor them.
  3. RPA Hub: With features like record and playback, script automation, and robot management, RPA Hub is a tool that allows you to automate tasks that involve interacting with a user interface.
  4. Document Intelligence: Extract data from documents and make it available to other systems with the help of OCR, data extraction, and data classification features.
  5. Hyperautomation: Refers to the multiple technologies by ServiceNow to automate complex processes such as Automation Engine, Integration Hub, RPA Hub, and Document Intelligence.
  6. Low Code Development: Allows companies to create software apps with the help of prebuilt components and tools. ServiceNow tools like Flow Designer and Automation Engine can be used to create a variety of applications, such as workflows, integrations, and bots without needing resources to build them from scratch, thus saving costs.

The ServiceNow Knowledge conference highlighted these areas to showcase the platform’s capabilities and help organizations understand how they can leverage these technologies to enhance productivity, streamline operations, and drive digital transformation within their businesses.


Overall, the ServiceNow Knowledge Conference was a valuable event that offered a wealth of information and insights for organizations looking to leverage the power of the ServiceNow platform. It provided a platform for learning, networking, and staying up-to-date with the latest advancements in the Now Platform, empowering attendees to drive digital transformation within their respective industries.

Royal Cyber’s participation in ServiceNow Knowledge 2023 was a testament to its commitment to helping organizations achieve success in their digital transformation journeys. Their involvement in various sessions, discussions, and demonstrations showcased their thought leadership, expertise, and ability to deliver innovative solutions that align with ServiceNow’s vision. Attendees had the opportunity to learn from Royal Cyber’s experts, gain valuable insights, and explore how their offerings can drive meaningful business outcomes. To talk to our ServiceNow experts or to know more about our ServiceNow offerings, you can email us at [email protected] or visit

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