How to get the most from Knowledge®

Vegas blog picture
This year, over 13 members of the Focus Group Europe team attended Knowledge16, our group was one of the biggest delegations from a non-US based partner. Now back home and rested I would like to share a bit about my experience and offer some advise on how future attendees can make the most from this great event.


Pre-Conference Training

For a number of years now at Knowledge , ServiceNow has offered the opportunity to take product-related courses.  Normally these are 3-day courses condensed into 2 days to fit in with the conference schedule.

This was the first time that ServiceNow experimented with single day courses as part of pre-conference training; allowing you enough time to get more than one course under your belt.  I took the opportunity to do two myself, the first being a workshop/lab based technical session called ‘Building a Single Page Application’ and the second a Round Table Workshop around ‘Agile Methods in ServiceNow’.

Both sessions, despite being completely different in format and subject matter, offered a chance to learn new techniques and expand on current skills. I would thoroughly recommend attending preconference training if you get the opportunity.


ExpoNow & HangNow

ExpoNow is the main exhibition area within Knowledge, where partners and vendors gather to showcase their ServiceNow integrations, products and services.  Walking around ExpoNownot only gives you a sense of the platform’s capabilities, but also the diverse amount of innovation and passion that it inspires within its user base.

This year, ServiceNow took the opportunity to showcase both the latest improvements that they had made to their core applications, as well as new applications, such as Customer Service Management,which is included in the Helsinki release.

HangNow offers not just a relaxation area next to ExpoNow; but is also a place to recharge your devices (and yourself for that matter, with both Foosball and Air Hockey Tables) as well as a meeting point for the various groups of users & developers that you will undoubtedly get to know while at conference.  I would often use this area myself to meet up with other ServiceNow users (but normally it was the Air Hockey table that got my attention while my phone was charging!)


Meeting new friends/old colleagues

One of the key benefits to Knowledge is the networking opportunities that are presented to you. With almost 14,000 ServiceNow Users and Administrators in attendance, this makes the conference the ideal place to meet new contacts, exchange ideas and hear about challenges and successes from your fellow attendees.


Developer Hub

This year we saw the introduction of the Developer Hub at the conference; this area was designed to allow the developers attending the conference to not only dive deeper into the technical side of ServiceNow, connect and hack the platform to create new solutions, but also to showcase the most innovative uses of the platform that ServiceNow Engineers can dream up themselves.

These innovations ranged from piloting drones by clicking a button on an onscreen console to mixing cocktails based on a request from the Service Catalog.  I found this particular section of the conference the most engaging and inspiring, and I hope they continue to put this hub into future Knowledge Conferences.


Thoughts & Takeaways

Like most conferences, Knowledge can be very draining; but the key piece of advise that I can offer any future attendee is to understand that you are there to share your knowledge, as well as gain new Knowledge that you can apply in your day to day business to help it succeed.  Don’t be afraid of talking to other attendees, as you will be amazed at the lasting friendships that can come from attendance.


James Hammond

Managed Services Technical Lead

Focus Group Europe Honored by ServiceNow at Annual PartnerNow Summit


London, UK, May 16, 2016 — Focus Group Europe today announced it has been recognised by ServiceNow as the Sales Partner with the highest number of new customer logos for 2015. The honor was bestowed at ServiceNow’s Annual Global PartnerNow Summit that took place as part of Knowledge16, the largest gathering of service management professionals using enterprise cloud services to change the way people work.

The number of new customer logos aligned to each partner was totalled between March 31, 2015 and April 1, 2016.

The PartnerNow awards are about recognising the tremendous contributions of the ServiceNow partner community and rewarding those that have delivered outstanding value to ServiceNow and its customers.

“This award reflects the hard work of the Focus Group Europe team and the unprecedented growth of our organisation” said John Gilleran, CEO, Focus Group Europe.

About Knowledge16

At Knowledge16, approximately 10,000 attendees will have the opportunity to attend more than 125 labs and 200 breakout sessions, specialised networking events, and an ExpoNow exhibition hall with nearly 140 sponsors. With the combination of pre-conference training, hands-on labs, and breakout sessions, the conference presents the best opportunity for ServiceNow customers and partners to learn about the future of ServiceNow, the ecosystem and how we are empowering the service-oriented enterprise.

About Focus Group Europe

With headquarters in London, UK, Focus Group Europe is the dedicated European ServiceNow expert. As a Gold Services & Sales Partner, with over seven years of dedicated relationship, Focus Group Europe has deployed hundreds of successful projects and helped companies of all sizes realise the transformational benefits of ServiceNow. Their unique service offering accelerates the ServiceNow  journey by advising, transforming and optimising at every step of the way.

* ServiceNow and Knowledge are registered trademarks of ServiceNow.

Our Favourite Geneva Features


At Focus Group we are always excited about ServiceNow releases. In anticipation of the Helsinki release I decided to ask the team about their favourite ServiceNow Geneva feature. It was not an easy task to choose a favourite with all the possibilities that ServiceNow offers but the team was really grateful and provided some amazing answers.

We hope you are already using the following functionality but if you are not, remember that our ServiceNow experts are ready to help you get started.

What is your favourite ServiceNow Geneva feature?

“My Favourite Geneva feature on our Express platform is the REST API . It’s a great addition to the platform which enables our customers to take the functionality that they already love even further by integrating bi-directionally with their 3rd party applications. Customers can get very creative with this and end up with some extremely sophisticated results, helping them to achieve their organisational goals”.

Anthony – Account Executive

“My favourite feature is how easy it is to create favourites in the application navigator. Its easy to configure my own icons and colours so I can quickly get to the data that matters to me”

Nick -Sales Director

“I’m really impressed with the Standard Change Catalogue as it creates an immediately usable approval mechanism for the creation of standard change templates. It leverages the service catalog to allow users to propose new change templates, with a readily built approval workflow and re-submission process. Add to this the fact that you can create Change template proposals directly from existing Change requests and you have a complete solution available as soon as you start working with ServiceNow. In fact, I have already rolled this out to organisations without the need for additional configuration work – other than setting the names of the approvers!”

Arun – Delivery Manager

“My favourite Geneva feature is Connect as it enables support analysts to quickly and easily provide real time assistance to end users, whilst providing the social experience users now expect due to the consumerisation of IT. The ability to search and share knowledge directly from the Connect window has transformed how Chat capabilities can be used within ServiceNow, and opened a wealth of opportunities to exploit this functionality”

Adam – Technical Consultant

“I LOVE the new Facilities Workbench ! The ability to log an incident/request against a specific space on a floor plan and being able to see the details of the space and assets assigned to it it’s just brilliant. No more of these types of incident descriptions “Where am I? Oh, I’m in the west wing of the blue building, third floor up, turn left out of the elevator pass the fish tank and it’s the desk next to the big plant pot, slightly obscured by the pillar, I’m the tall guy in the white shirt”

Alan – Solutions Consultant

“My favourite Geneva feature is the Deflect and Incidents with knowledge functionality. This feature allows users to check and use contextual knowledge articles to resolve their problem, without even logging an incident with the Service Desk. And what’s even better, I can’t even count all the times an article has helped people resolve their problems in this manner.”

Chris– Senior Technical Consultant

“My favourite Geneva feature is the Studio – instead of having to write and modify scripts in an external IDE on my machine, I can do it directly within ServiceNow. It’s also got this nifty script assistance feature which makes it even better!”

Jayesh – Technical Consultant

“My favourite feature of Geneva is Contextual Search. It allows those logging a ticket to automatically have access to relevant articles from the knowledge base. Allowing users to self-help before the service desk team gets involved is a great way to increase efficiency”

Claire –Account Executive

“My favourite Geneva feature is the improvements made in the Project Portfolio Management application suite. This is providing the functionally that my customers have been asking for and is driving broader adoption of the ServiceNow platform across the enterprise”

Jeremy – Account Executive

We hope you enjoy reading about our team’s favourite features. We would love to hear your opinion, leave a comment telling us about your favourite Geneva functionality or the features you hope to see in the upcoming Helsinki release.