Operations | Monitoring | ITSM | DevOps | Cloud

Worldwide there are 5 billion searches a day, of which Google processes 3.5 billion, or 40,000 per second. More than half of web searches now come from a mobile phone, and this trend is not limited to consumers; businesses are also being impacted. ServiceNow customers, partners, and employees are searching for relevant information, both on their desktops and on mobile devices, to self-solve their own issues.

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). Here are just a handful of the week’s highlights.

By: Martin Black - Head of ITSM Centre of Excellence, Veolia and Antoine Castex, Principal Cloud Solution Architect, Veolia At Veolia one of the cornerstones of our business philosophy is sustainability.

ServiceNow® is facing one of the biggest opportunities to date: developing a self-healing IT environment that makes proactive IT support a reality. Although the concept of self-healing has been around for at least a decade, the ability to achieve it has fallen short. A lack of system intelligence stopped us from predicting and preventing many issues without human intervention somewhere in the process. AI technology is changing that paradigm.

Contact or Call... Center or Centre... Call them what you will, but, wow, we’re calling them and we’re counting on them now more than ever! The dramatic shift to remote everything has flooded Contact Centers with more calls, while also requiring providers to adopt remote, distributed architectures.

Adobe and ServiceNow announced the availability of its partnership integration, to deliver an industry-first solution connecting data from Adobe Experience Platform and ServiceNow’s Customer Service Management workflow product to enable more seamless, connected customer experiences. In today’s experience economy, where digital-only is our reality, marketing and customer service organizations must be aligned around a data-driven, customer-first approach.