Name: Accenture’s journey from IT ticketing to AI-powered technology excellence
Start: 2025-01-15T16:00:00Z
End: 2025-01-15T16:00:53.000Z
Location: BrightTALK
Rating: 0

Transform old, manual ways of working into modern digital workflows, so employees and customers get what they need, when they need it—fast, simple, easy. ServiceNow delivers digital workflows that create great experiences and unlock productivity for employees and the enterprise. We simplify the complexity of work on a single, enterprise cloud platform.  

The ServiceNow Platform brings intelligence into every corner of your business, which means every person, every system, every process—everything—works better.


Ready to transform how your team tackles automation? Join us for Become the automation hero with GenAI and low-code, where we’ll reveal the latest advancements in the ServiceNow GenAI and low-code portfolio. This webinar is designed to equip admins and developers with the tools they need to automate complex workflows in minutes, not days.

You’ll leave this webinar knowing how to:

- Automate workflows fast with GenAI and low-code
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Speakers:
Steven Jefferson, senior advisory solution consultant, ServiceNow
Robert Ninness, platform outbound product manager, App Engine, ServiceNow

Become the automation hero with GenAI and low-code

For 13 consecutive years, U.S. News & World Report has ranked UW Health as Wisconsin’s number one hospital. This integrated health system of the University of Wisconsin-Madison uses ServiceNow’s Service Operations Workspace to help 1,800 doctors and 24,000 employees deliver quality care faster to 950,000 patients annually.

Join us for a valuable, service-oriented webinar, Faster incident resolution with AI-powered Service Operations Workspace. You’ll see how UW Health implemented Service Operations Workspace into its IT services and operations, boosting agent productivity, resolving incidents faster, and transforming its service desk.

With ServiceNow, UW Health was able to:

- Reduce time to service by 95%
- Decrease incident volume by 4.5%
- Save on operating expenses

Discover how AI-powered Service Operations Workspace improves the speed, efficiency, and service quality for agents, employees, and customers. Sign up for our webinar now.

Hosted by:
Gina Kelliher, IS service desk manager, UW Health
Digant Patel, outbound product manager, ServiceNow
Jay Perry, product marketing manager, ITSM, ServiceNow

Faster incident resolution with AI-powered Service Operations Workspace

Don't miss Learn how AI optimizes security operations and response. Our expert speakers will show you how AI can transform your security processes, providing you with the tools needed to stay ahead of threats. Gain practical insights into optimizing your security strategy with the latest AI advancements, including:

- Optimizing security workflows
- Enhancing threat detection
- Automating incident response

Join us for this must-attend event to optimize your security operations. Register Now

Speakers:
Karl Klaessig, director of product marketing, security operations, ServiceNow
Tim Boswell, senior principal outbound product manager, ServiceNow

Learn how AI optimizes security operations and response

Join us for an exclusive webinar on How to achieve business transformation with GenAI using Strategic Portfolio Management. We’ll share practical strategies and actionable insights to optimize and accelerate AI projects across your enterprise. Learn from industry experts how you can:

- Optimize productivity by ensuring alignment between projects, integrating previously siloed processes, and replacing rigid workflows with flexible approaches that adapt to changing needs.
- Increase agility by efficiently adapting to new circumstances, minimizing operational disruption, and ensuring every action contributes to moving your initiative forward.
- Transform experiences through AI-driven insights that enable business leaders to make better and faster decisions, leading to optimal results and continuous improvement.
- Register now to unlock the full potential of your AI strategy and stay ahead in the competitive landscape.

Speakers:
Jim Tisch, product marketing director, ServiceNow
Doug Page, director, outbound product management, ServiceNow
James Ramsay, product management director, ServiceNow
Laxman Rajagopal, director, product and value management, ServiceNow
Alice Saiki, director, portfolio management, digital technologies, ServiceNow

How to achieve business transformation with GenAI using Strategic Portfolio Management

In today’s rapidly evolving tech landscape, preparing for and managing the risks associated with AI is crucial. Join our webinar, Effective AI tech asset management and risk mitigation, where ServiceNow experts will discuss essential strategies for applying AI within the context of asset management to prepare for AI efficiencies and the risks when managing technology assets.

You’ll leave with:

- Knowledge of how to prepare for AI
- Risk management processes for technology assets
- Strategies for maximizing value from AI with your tech assets

Don’t miss this opportunity to strengthen your AI knowledge in asset management. Register Now.

Speakers:
Faith Chia, product marketing associate, ServiceNow
Teresa Law, product marketing director, ServiceNow
Poonam Kripalani, sr. director, DT asset & supplier business management, ServiceNow
Angie Redfern, director, enterprise risk and issue management, ServiceNow

Effective AI tech asset management and risk mitigation

RPA was touted as the best technology to reduce costs, which resulted in widespread adoption. However, RPA bots ended up being overused, leading to bot sprawl and cost over-runs. Now, the Automation CoE mission has evolved from cost-cutting with RPA to boosting the top and bottom lines through business transformation. This new mission requires a new, more powerful platform with one AI experience layer and workflow orchestration, and all other hyperautomation capabilities - low-code, API integration, RPA, process and task mining, and more.

In the next 12 months, the strategic platform you choose for AI + automation will be the difference between winning and losing.

Join us for this webinar, Consolidate legacy RPA on the AI Platform for business transformation, where our speakers will cover how to gain the advantages of moving your RPA to the same platform that your organization already trusts for core IT automation - so you can:

- Accelerate business transformation to most effectively deliver on your new mission
Reduce RPA cost
- Use the right toolset for the automation use case at hand
- Gain a comprehensive view in one place of all automations across vendors and technologies with Automation Center
- Discover how Century Communities, one of the nation’s largest homebuilders, migrated multiple bots from UiPath to ServiceNow RPA in just 3 months to reduce cost and more efficiently automate core business processes like identity and application access management and bank reconciliation.
- Accelerate RPA Hub and Automation Center go-live with the no-cost enablement service from our Product Success team, who will provide an overview and customer experiences / examples

Reserve your place now!

Speakers:
Martin Barclay, director of product marketing – automation engine, ServiceNow
James Turville, enterprise applications manager, Century Communities
Eduardo Robalino, ServiceNow administrator, Century Communities
Aditya Deore, senior staff product success manager, RPA

Consolidate legacy RPA on the AI Platform for business transformation

Join us to unlock the full potential of GenAI using ServiceNow’s CMDB context. In “The best IT GenAI outcomes need context. Your CMDB is a start,” you’ll learn how curated data and service context drive powerful GenAI outcomes without the need for vast data sets. We’ll take you through ServiceNow’s cutting-edge strategies and new features, demonstrating why partnering with us is essential for optimizing GenAI initiatives.

Our experts will show you:

- How to show GenAI value quickly in tech service ops
- How data quality and automation yield big dividends
- Why data management is key to GenAI success
- Get practical insights for optimizing business outcomes with GenAI. Register Now.

Speakers:
Mark Bodman, outbound product manager, data foundations, ServiceNow
Victoria Lo, outbound product manager, ITOM AIOps, ServiceNow

The best IT GenAI outcomes need context. Your CMDB is a start

Third parties are critical to most organizations, but they also add risk to an already complex risk environment. Today, businesses need to extend beyond mitigating the financial and security risks associated with third parties and consider the potential impact from partner organizations to their ESG policy and other initiatives critical to their brand reputation. When it comes to managing risk, there’s no such thing as ‘most critical’ vendors—a single third party can cause irreparable damage.

Join us to learn how we apply a comprehensive and strategically orchestrated approach to risk management across our own third-party ecosystem and how this approach has also benefitted customers:

- Understand the 6 key components for effective and efficient risk management.
- Discover how this process can be applied across all third parties, even when managed across different departments and how to synchronize your risk management process with internal controls.
- Learn more about developing a third-party risk management framework directly from a ServiceNow customer.
- The right tools and processes are core components for a robust risk management program—helping to ensure your third parties increase your business continuity and safeguard your business against market challenges.

Speakers:
Troy Dunham, sr. director of IT Applications Legal & GRC, ServiceNow
Doug Shover, third party risk management at ServiceNow

6 key components to safeguard your organization from third-party risk

HR leaders play a pivotal role in harnessing the power of artificial intelligence to optimize talent and drive productivity. Sign up for this executive session, HR leadership in the GenAI era: optimizing for employee productivity, to learn how you can guide your organization with AI that is purpose built to drive productivity in every corner of your business.

In the third session of our Executive Exchange series, you’ll learn:

- How GenAI can free up employee time while lowering costs
- Strategies for making better, more intelligent talent decisions
- Ways to improve employee self-service as well as increase productivity and business growth with GenAI
- ServiceNow puts AI to work for people, with the AI platform for business transformation.

Don't miss this opportunity to gain valuable insights and learn how you can utilize AI to supercharge your business.

Speakers:
Kelley Steven-Waiss, Chief Transformation Officer, ServiceNow
Dave Wright, Chief Innovation Officer, ServiceNow

HR leadership in the GenAI era: optimizing for employee productivity

As your IT budgets tighten and the pool of IT talent shrinks, it’s becoming more difficult than ever to keep up with the demands of the business.

ServiceNow, the AI Platform for Business Transformation, offers a solution. Using Now Assist-powered low code you can create business solutions that deliver results fast. To learn how, attend our upcoming webinar, GenAI and low code: Build quicker, implement faster, and maintain workflows with less resources.

You’ll discover how ServiceNow’s Now Assist can help you write quality scripts, generate playbooks, update service catalogs, and develop apps faster by combining new low code capabilities with Generative AI. Our speakers will explore:

- How Now Assist can empower developers of all skill levels
- Actual use cases that showcase ServiceNow’s Playbook Gen, Service Catalog, and AppGen capabilities
- How you can create business solutions that deliver results fast using Now Assist for Creator
- Save time and money with Now Assist from the AI Platform for business transformation—sign up for this webinar now.

Speakers:
Robert Ninness, Platform Outbound Product Manager, App Engine, ServiceNow
Tom Freeman, Director Platform Outbound Product Manager, App Engine, ServiceNow

GenAI and low code: Build quicker, implement faster, and maintain workflows with less resources

Gartner predicts that by 2026, developers outside formal IT departments will account for at least 80% of the user base for low-code development tools. In this era where anyone can create an app, learn how to leverage ServiceNow no-code tools and enable business process experts to create innovative apps faster—without the barriers of traditional low-code development.

ServiceNow® Creator Studio is more than just a tool; it’s a new way of thinking about app development on the ServiceNow Platform:

- Make an immediate impact on your IT backlog by distributing most common app dev use cases to the process owners.
- True no-code guided development that’s natively compliant and provides management, configuration, and confidence to admin teams.
- Apps that would traditionally take weeks for intake, discovery, and development—can be created in minutes by those that know their process best.

Agenda:
- How ServiceNow is simplifying development for non-developers
- How to disperse app development to line-of-business process experts to improve your overall business automation
- Creator Studio: What is it? Who is it for? How does it enhance app delivery teams? And how does it expand development without risk?
- Creator Studio use case examples

Speakers:
Tom Freeman, Director, Outbound Product Management, App Engine, ServiceNow
Kiernan McMorrow, Principal Outbound Product Manager, Platform Foundations, ServiceNow

Ignite innovation with no-code app development

Generative AI is not just about technology—it's about transforming HR practices. Register for this session, Building Responsible GenAI Strategies for HR, and gain in-depth insights into the ways you can harness the power of GenAI in human resources while ensuring ethical compliance.

You’ll hear from our experts, Allan Sabol and Kim Thomson, about best practices in using GenAI in HR, such as:

- Maintaining strict ethical and privacy standards
- Crafting a roadmap with security in mind
- Fostering inclusiveness and diversity
- Don't miss out on transforming your HR landscape—register today.

Speakers:
Allan Sabol, senior director product management, ServiceNow
Kim Thomson, senior product marketing manager, ServiceNow

Building Responsible GenAI Strategies for HR

Join our insightful webinar, Successful transformation: managing change with ServiceNow SPM, to dive deep into the challenges and strategies of managing transformation in large enterprises. This session features experts from ING who have firsthand experience in setting up successful transformation offices. Learn how to leverage ServiceNow's Strategic Portfolio Management to drive effective change and overcome the typical hurdles faced by large organizations.

Understand ING’s approach to change and transformation
Discover how to apply these strategies in your context
Hear directly from leaders who manage transformation at scale
Don’t miss this opportunity to enhance your strategic change initiatives. Register Now.

Speakers:
Jon Lim, product marketing manager, ServiceNow
Sankhadeep Dhar, advisory solution consultant, ServiceNow
Peter Dijkstra, Change and Transformation Office, ING

Successful transformation: managing change with ServiceNow SPM

Data breaches are damaging and costly to your organization. Without the proper systems and processes, your incident handlers and analysts can’t properly manage and protect your organization’s data.

Take action by joining us for Streamline response to DLP incidents across your enterprise. At this webinar, you’ll learn how the ServiceNow Data Loss Prevention Incident Response (DLPIR) application can help manage sensitive information, including financial and proprietary data, health records, and social security numbers. You can:

- View summary reports of open incidents by policy, severity, top offenders, and more
- Track DLP incident trends, false positive trends, and remediation trends
- Integrate with third-party DLP solutions to gain a unified view of incidents
- Protect your disparate assets that span your infrastructure—sign up for our webinar now.

Speakers:
Andy Ojha, senior principal business process consultant, ServiceNow
Jon Williams, senior product marketing manager, security operations, ServiceNow

Streamline response to DLP incidents across your enterprise

Join us for an exclusive webinar, AIOps unlocked: Strategies for success, powered by GenAI, where we uncover the potential of AIOps with Generative AI, bringing you the latest strategies and insights for successful implementation. Learn from ServiceNow leaders as they share their expertise on:

- Initiating and managing AIOps projects effectively and efficiently
- Best practices for event correlation and anomaly detection
- Leveraging Generative AI for faster and proactive problem resolution
- See how to elevate your IT operations and deliver a better user experience with the power of AIOps. 

Register now to secure your place in this transformative session.

Speakers:
Usman Sindhu, product marketing director, ServiceNow
Madhuri Manikonda, senior director, network sys/infrastructure management, ServiceNow
Anu Arora, senior manager, enterprise systems management, ServiceNow
Jason Smith, director, outbound product management, ServiceNow

AIOps unlocked: Strategies for success

Join our exclusive webinar, 3 steps to simplify cloud transformation and innovate in a multi-cloud world, to explore how ServiceNow can guide your organization through an efficient and streamlined cloud transformation. Our experts, Heather Archambault, Max Aronin, and Theo Simmons, will share insights into planning, scaling, and operating cloud services with resilience. Learn how to leverage ServiceNow's unified cloud solutions to remove operational roadblocks and accelerate innovation with full cost transparency and compliance standards.

We will cover:
- Best practices in planning application modernization
- Techniques to scale cloud processes with automation
- Insights for operating cloud services with increased resilience
- Secure your spot now to embark on a transformative cloud journey with ServiceNow. Register Now

Speakers:
Heather Archambault, director of product marketing, ServiceNow
Max Aronin, head of cloud solutions, ServiceNow
Theo Simmons, go-to-market Tx workflow leader, ServiceNow

3 steps to simplify cloud transformation and innovate in a multi-cloud world

Efficiency and cost reduction are vital to success, but taken to their extreme, they can interfere with the No. 1 priority for business - keeping your customers happy. According to a new research by Aberdeen Strategy & Research, manufacturing business leaders report customer satisfaction as their number one objective. But, how do you deliver frictionless customer service (CX) while dealing with changes to long-established supply chain, drastic & unpredictable changes in buyer demand - along with growing adoption of automation and AI.


Join this webinar to learn:

- Top CX strategies driving manufacturing
- The role of frictionless CX on key results
- How companies use AI & automation to improve CX
- Building blocks for best-in-class CX
- CX success stories

Omar Minkara | VP & Principal Analyst - Contact Center & Customer Experience Management | Aberdeen Strategy & Research
 Jalaja Repalle | Senior Director - Manufacturing Product Management | ServiceNow

The customer is still king! Improving service to maximize revenue, reduce costs, boost loyalty!

Join us for Accenture’s journey from IT ticketing to AI-powered technology excellence, a webinar to explore Accenture’s transformation of its IT organization from traditional ticketing systems to AI-powered technology excellence. Our experts will share valuable insights and best practices for harnessing AI to optimize your own IT services and operations.

You will learn:

- How Accenture achieved a 38% reduction in Mean Time to Resolution/Closure and a 28% reduction in time spent on incidents
- Accenture’s strategies for integrating AI into IT services and operations
- How to cost-effectively migrate to ServiceNow and measure the value from your investment
- Don’t miss this opportunity to learn from industry leaders and enhance your IT operations. Register now.

Speakers:
Crys Marshall, principal success architect, ServiceNow
Bryan Locke, technology architecture senior manager, Accenture

Accenture’s journey from IT ticketing to AI-powered technology excellence

IT as a Service

IT Service Management

ServiceNow

Transformation

Operational Efficiency

Incident Resolution

IT Operations

IT Architecture

Incident Management

Welcome to the mobile computing community on BrightTALK! With the consumerization of IT and the widespread adoption of mobile devices across the globe, mobile computing has become an important part of many people's lives in a culture of bring your own device (BYOD). With mobile devices doubling as work phones and more employees working from home, businesses need to provide secure access to data and work applications from anywhere at any time. Join this growing community and hear from industry thought leaders in webinars and videos as they share their insight on mobile computing research and trends.

Mobile Computing

Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.

The IT security community on BrightTALK is composed of more than 200,000 IT security professionals trading relevant information on software assurance, network security and mobile security. Join the conversation by watching on-demand and live information security webinars and asking questions of experts and industry leaders.

IT Security

Increasing expectations for good governance, effective risk management and complex demands for corporate compliance are presenting a growing challenge for organizations of all sizes. Join industry thought leaders as they provide you with practical advice on how to implement successful risk and compliance management strategies across your organization. Browse risk management resources in the form of interactive webinars and videos and ask questions of expert GRC professionals.

IT Governance, Risk and Compliance

The application development community features top thought leadership focusing on optimal practices in software development, SDLC methodology, mobile app development and application development platforms and tools. Join top software engineers and coders as they cover emerging trends in everything from enterprise app development to developing for mobile platforms such as Android and iOS.

Application Development

Unified communications improve collaboration and increase productivity among employees through technologies such as VoIP, instant messaging and social media. Join this community to learn how to benefit from the full value of unified communications and collaboration technologies.

Collaboration and UC

Enterprise applications have become a crucial piece of infrastructure for many businesses. The enterprise applications community on BrightTALK features the latest insights in enterprise application integration, enterprise application architecture and EAS software. Join the community to gain access to thousands of videos and webinars presented by recognized enterprise information systems experts and arm yourself with the knowledge you need to succeed.

Enterprise Applications

The IT project management community on BrightTALK includes thousands of IT project and portfolio management professionals. Find relevant webinars and videos on agile methodologies, scrum strategy, project management processes and more. Attend live webinars or view on demand content presented by recognized thought leaders in the IT project management industry.

IT Project Management

Get powerful help desk and support insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on the help desk and support strategies that effect business value and growth.

Help Desk and Support

As an IT professional, many of the problems you face are multifaceted, complex and don’t lend themselves to simple solutions. The information technology community features useful and free information technology resources. Join to browse thousands of videos and webinars on ITIL best practices, IT security strategy and more presented by leading CTOs, CIOs and other technology experts.

Information Technology

Many elements come into play when attracting the right talent. Is your careers page up-to-date? Does your website accurately represent your company culture and communicate it clearly to recruited applicants? In terms of internal processes, do you have an ongoing talent acquisition strategy? How efficient are your application screening and onboarding processes? Where and how are you looking for top candidates and are you enabling them to find you? Discover best practices and learn from industry thought leaders by joining the recruiting community.

Recruiting

Happy employees make productive employees. HR managers are now finding that compensation and benefits alone cannot keep employees happy; they also need nurturing through proper training and development. Join the BrightTALK talent management community to learn how to engage and retain your best talent by providing them with the tools and rewards they need to enhance their performance and reach their potential.

Talent Management

Modern human resources professionals are charged with not only the recruitment of talent, but also retention, satisfaction and management. They also support the training, assessment and compensation aspects of employee management. Join this community to connect with thought leaders and learn about trends in benefits, compensation and talent management. Stay ahead of the curve to attract and retain top talent and strengthen organizational leadership and culture.

HR Strategy

Human resources is intrinsically linked to business success and requires a thoughtful balance of a variety of complex issues. The human resources community on BrightTALK is made up of thousands of professionals in human resources exchanging human resources best practices and advice. Watch hundreds of on-demand webinars for immediate information or participate in upcoming live webinars and have your questions answered by respected HR thought leaders.

Human Resources

Thousands of healthcare IT professionals compose the health IT community on BrightTALK. Learn alongside them with relevant webinars on healthcare IT compliance, big data in healthcare and IT solutions for healthcare organizations. Join the conversation by asking questions and engaging with other participants during live webinars and organized discussions.

Health IT

Healthcare

Get powerful manufacturing insights from influential experts. Connect with thought leaders and colleagues to get the most up-to-date knowledge on strategies and techniques to accelerate production cycles while increasing efficiencies and improving profitability.

Manufacturing

The research and development community on BrightTALK brings together leading professionals in healthcare, technology and manufacturing to present on current topics in their fields. From big data in healthcare to online forensics training and medical research practices, the community is an exceptional resource for those looking to expand their knowledge. Be part of the conversation by joining the community and participating in interactive live webinars.

Research and Development

Join this new, vibrant community to learn and connect with top thought leaders, startups and banks who are disrupting the financial services industry. Keep up with the latest news and trends in Fintech and take part in lively debates on topical issues and challenges.

Fintech

The accounting and finance community on BrightTALK features presentations from leading accountants and finance professionals. The accounting community includes tax planning strategies, QuickBooks webinars and other accounting webinars, while the finance community features presentations on financial capital regulations and forensic data analytics. Join the conversation by attending live financial and accounting presentations and connecting with industry thought leaders.

Finance

Leadership styles are continually evolving to incorporate new ways of thinking about employee satisfaction, motivation and performance. Find webinars and videos on the strategies, techniques and qualities that make an effective leader. By participating in this community you will gain insight into current leadership theories and how to optimize employee performance.

Leadership

Get powerful distribution and logistics insights. Connect with experts and colleagues to get the most up-to-date knowledge on design, planning, execution, control, and monitoring of supply chain activities to build your competitive infrastructure, leverage worldwide logistics and create value.

Distribution and Logistics

Get powerful operations insights for your business. Connect with experts and colleagues to get the most up-to-date knowledge on which systems and processes are driving operational efficiency, maximizing value and customer success.

Operations

In the business management community, commercial experts will be sharing webinars and videos on an array of subjects. From sales and marketing, to finance, productivity and growth, this content will help you stay up-to-date with the current economic environment and provide timely management insight to drive business growth.

Accenture’s journey from IT ticketing to AI-powered technology excellence

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