SDI Tech Review: ServiceNow’s Knowledge 2019 Conference

SDI’s Larry Tan Service Desk Manager reports in from ServiceNow’s annual conference:

Knowledge 2019 did not disappoint. This year’s conference broke a record attendance of 20K customers and partners. If you are familiar with the ServiceNow product then you’ve most likely heard people call it SNOW. Speaking of snow, I was fortunate that my new company sent me to this year’s conference to learn new skills, information and ServiceNow’s strategy and roadmap and get away from Chicago’s cold and crazy weather!

I’ve been using ServiceNow for 5 years and have participated in several upgrades and re-implementations. I’m excited about the latest release, Madrid, and future releases. ServiceNow continues to focus on customer experience, agent experience, and simplicity. Their goal is to make life easier in the workplace. Sounds too good to be true right?

I’ve created a Developer Madrid instance to test and learn about the new features. Here are a few of my favorite:

  • Mobile App. Access the free software on your mobile device using the new iOS and Android native mobile apps anytime and anywhere. This is a key benefit for IT technicians in the field and IT managers to do their jobs without having to be in front of a computer. You can personalize your home screen on the mobile app to quickly get to your favorites and get more done in less time.
  • Agent Workspace. This was developed to improve the agent experience so you can now do your work in one space, instead of having multiple windows open, making your life easier and helping you work more efficiently. This is a game changer for agents to easily create and manage tickets, chat with other agents, respond to customers or utilize the knowledge base in one location.
  • Machine Learning and Virtual Agent. Data you already have can be used to prevent and quickly fix issues. This improves the customer experience by resolving high volumes of tickets in less time, reducing errors in assigning or completing tickets and making self-service easier for customers. Machine learning and a virtual agent will expand and be a focus over the next releases.

Overall, I’m impressed with how robust the software has become and their focus of taking work to the next level. Looking forward to meeting more reps and building more relationships.

SDI is an IT MSP and consultancy that delivers highly-available and scalable IT infrastructure performance governed by client-tailored service level agreements and driven by dedicated PMP-certified project managers, SDI’s managed services programs increase user satisfaction and service quality while reducing its operating costs. SDI simplifies multivendor technology environments through our single point of contact and accountability. Contact SDI for more information on our IT managed service programs.


Larry Tan is an Information Technology Manager with 20 years of experience managing IT Operations. He received his master’s degree in Information Systems from DePaul University. Larry joined the SDI Team as a Service Desk Manager for our IT Managed Services Project.