Knowledge 2026
717 sessions, 88 canceled
The WomenNowSN breakfast!
Join us Tuesday from 7:00 to 8:30 AM PDT for connection, community, and a strong start to the week. Women and allies across the ServiceNow ecosystem are all welcome. Coffee, pastries, and great conversations included. 💚 RSVP: https://lnkd.in/gvEZCjTh We can’t wait to meet you!
Echelog | Full Throttle | F1 Arcade Cocktail Reception
No slides, no pitches — just good people, great venues, and a front-row seat to what happens when AI meets ServiceNow at full speed. Meet us on the floor, then join us after hours.
Echelon | Beyond the Instance | Happy Hour
No slides, no pitches — just good people, great venues, and a front-row seat to what happens when AI meets ServiceNow at full speed. Meet us on the floor, then join us after hours.
Echelon | IT Leaders Group Therapy | Private Dinner
No slides, no pitches — just good people, great venues, and a front-row seat to what happens when AI meets ServiceNow at full speed. Meet us on the floor, then join us after hours.
🏎️ Full Throttle: F1 Arcade Cocktail Reception (Powered by Echelon AI & TQStarling)
You’re invited to shift gears and join us at F1 Arcade Las Vegas for a night built around speed, competition, and great conversations. On May 4th, we’re bringing together ServiceNow leaders, builders, and operators for an evening that moves a little faster than your typical networking event. Think: High-speed racing simulators Cocktails that keep up Conversations that don’t slow down Whether you’re chasing lap times or just looking to connect with others pushing the limits of what’s possible on the platform, this is your chance to step off the track of typical events and into something a bit more… accelerated. Spots are limited because good conversations shouldn’t feel crowded. Hosted by Echelon AI & TQStarling.
Solving Forward: How Industry Leaders Connect Data Across a World That Won’t Stand Still
The biggest barrier to AI in any industry isn't the technology — it's fragmented data that agents can't trust and automation can't rely on. Hear from leaders across industries who stopped patching the dirt road and built the foundation their AI strategy needs.
FAST AI: Framework for Accelerated ServiceNow Transformations With AI Agents
Implemented 19 AI Agent workflows across HRSD, ITSM, CSM, and Platform in just two months using 10 GenAI skills embedded in ServiceNow Mobile. The session addresses the challenge of scaling GenAI for measurable enterprise impact. Attendees will learn proven methods to accelerate AI adoption, track value through KPIs, and embed Now Assist into everyday workflows. Unlike product overviews, it offers a real-world blueprint for rapid, secure, multi-domain AI deployment delivering tangible business outcomes.
Reimagining Global Business Services: A people‑centered approach
Join KPMG as we share examples of how we’re helping global organizations transform enterprise-wide value streams to deliver a seamless experience with agentic AI-enabled Global Business Services. This session will explore how KPMG and ServiceNow® are working with clients to create a people‑centered approach to service design to help improve the everyday experience of work.
Strategic Vision in Action: Adient’s Tale of Two ITAM Implementations
For Adient, a global leader in automotive seating, the road to maturing its IT Asset Management took two paths: one paved with lessons, the other with leadership. Early HAM efforts faced fragmented data, unclear ownership, and limited adoption. Learning from those challenges, Adient’s SAM implementation flipped the script by building alignment, executive sponsorship, and measurable accountability. Join this session to see how Adient turned ITAM lessons into lasting transformation and gain insights to help your organization turn tactical implementations into enterprise-wide momentum.
Thales’ HRSD Platform at Scale: Unified. Adopted. AI‑Ready
Join this session to learn how Thales transformed HR service delivery for 90,000+ employees across 70 countries by consolidating a fragmented HR landscape into a unified ServiceNow® HRSD platform that is AI ready. This session highlights reduced HR demand, a simplified global HR model, an integrated employee experience, and strong employee adoption—showcasing how Thales and LTM built a scalable HR foundation delivering measurable business value.
Trust, Data and Speed: Scaling AI Across the Enterprise Without Losing Control
AI is expanding what’s possible, but execution still wins: making fast, confident decisions, adapting to change, and delivering results repeatedly. In this session, Jenson Button shares what elite performance looks like when outcomes depend on coordination, discipline, and learning—not perfection. Building on that mindset, a Cognizant SNBG leader and a ServiceNow executive translate these principles to the enterprise, showing how trusted data and governance accelerate decisions, scale execution, and turn workflow signals into measurable outcomes—moving from AI pilots to repeatable performance.
Life on the Bleeding Edge: ADT's Use of Next Experience SPM
Join us for a story about ADT's SPM journey using the Next Experience Workspaces from the onset. While most customers are embarking on the migration journey from ITBM/Classic SPM, ADT has been living at the bleeding edge - enabling and deploying new SPM features and products as they're available. We'll share our learnings and experiences thus far, and hopes and plans for the future.
Transforming IT Operations at Scale: From Reactive to Predictive With AI
Managing IT operations for an enterprise of 350K+ resources demanded more than scale—it required transformation. By integrating Health Log Analytics, Metric Intelligence, and AI-driven monitoring, we shifted from reactive to predictive operations. The platform now detects anomalies, adjusts thresholds, and provides time-series insights for faster root cause identification. This transformation reduced incidents by 20% and built a resilient, intelligent ecosystem powering smarter IT operations.
Predict Before It Breaks: Our AIOps Revolution on the Now Platform
In a world where downtime isn’t an option, IT operations must evolve from reactive to predictive. This session shares our journey leveraging ServiceNow AIOps and Event Management to unify monitoring, cut alert noise by 90%, and halve MTTR through AI-driven correlation and automation. Discover how predictive insights, intelligent workflows, and data-driven decisions deliver resilient, reliable, and self-healing IT operations on the Now Platform.
Building the Seamless Start: AI Agents and the Future of Pre-Boarding at Scale
Every new hire's journey begins before Day One. Join Isaiah Das, Head, myHR & HR Digital Service at Standard Chartered, for a conversation about reimagining pre-boarding using AI agents across 50+ markets. We'll explore how we designed intelligent workflows that orchestrate tasks, personalize experiences, and free our people to focus on welcoming new colleagues. Learn practical approaches to deploying AI agents in global HR operations while balancing automation with human connection—grounded in real implementation at enterprise scale.
Agentic Insight-to-Action Workflows With ServiceNow Data and Analytics
Dashboards don't drive action — but AI shouldn't act alone either. This session introduces the Insight-to-Action operating model and shows how ServiceNow's AI-native platform closes the loop between data, intelligence, and workflow execution — with humans in the loop. Workflow Data Fabric unifies cross-enterprise data, while Pyramid Analytics supports human exploration before AI agents and workflows automate response. Get a first look at Data Apps coming in 2H 2026, plus a real-world perspective from Hitachi Digital Services.
Enable an Autonomous Workforce With ServiceNow AI Control Tower and Microsoft A365
This session shows how ServiceNow® AI Control Tower and Microsoft enable the Autonomous Workforce and deliver seamless agentic AI orchestration and governance. By uniting workflow intelligence, trusted cloud, and AI governance, you can connect copilots, agents, and data seamlessly across Microsoft 365 and the ServiceNow AI Control Tower to enable comprehensive visibility, compliance, and control over AI agents - setting a new standard for enterprise AI.
Modern GBS: Designing Global Business Services for Enterprise Agility and Outcomes
This session dives into what good looks like for GBS in the era of agentic AI. From current state limitations to future state aspirations, speakers will share how companies are shifting from cost to outcomes; from back-office focus to a fully connected enterprise; and from tactical to transformational models. Gain insight from KPMG survey results and deep delivery experience. Learn critical design decisions—rebalancing GBS/GCC, risk mitigations, ERP alignment—and discover modernized GBS that leads to operational efficiency, margin expansion, front-office connection, and AI-enabled value.
How Platform Owners From Cigna and Avalara Are Tracking ROI With ServiceNow Impact
Hear directly from platform leaders at Cigna and Avalara who are using ServiceNow Impact to prove that driving adoption and delivering ROI are the two most valuable — and most rewarding — activities a platform owner can undertake. In this interactive panel, customers share how they leverage tools like adoption recommendations, capabilities maps, and platform health tools — plus how value reports and outcomes insights keep them aligned with business objectives. Walk away with practical strategies and real-world lessons you can apply in your own organization.
Siemens AG: The Real Story Behind Touchless IT With Agentic AI and Moveworks
Siemens AG IT isn't just improving IT service management — they're reimagining it. Fuelled by Moveworks and ServiceNow Now Assist, Siemens is on a mission to make routine IT invisible: resolved before it's noticed, handled before it's escalated. In this session, the Siemens team will share the measurable efficiency and service quality gains they've already achieved, the AI journey that got them there, and the roadmap ahead as they push toward their vision of a fully Touchless IT organisation.
From Outsourced to AI-Optimized: Astellas Pharma’s Service Desk Transformation
Discover how Astellas Pharma transformed its global service desk by bringing operations in-house and leveraging ServiceNow, ITSM Pro+, Moveworks, Voice AI, Remote Control, and DEX. Learn how an AI-optimized support model reduced costs, boosted self-service, accelerated resolution, and enhanced agent performance—delivering scalable value to 22,000+ employees across 70+ countries.
U.S. Bank's Policy‑Driven Compliance: Evidence Repo and Digital Product Release
U.S. Bank built an evidence repository to capture control artifacts (tests, scans, readiness attributes, etc..) This repository integrates with Digital Product Release (DPR) so every release automatically evaluates using policy‑as‑code based on evidence. In this session, U.S. Bank shares the end‑to‑end design: how evidence is assessed, linked to Changes, and continuously checked against policies for SOX/PCI/DORA readiness. We introduce an AI agent that summarizes evidence on the Change record—surfacing what’s material, what’s missing, and residual risk—so approvers decide faster with confidence.
Accelerating Enterprise Resilience at Gilead: Customer and CSDM Expert Perspectives
Join Gilead and ServiceNow's CSDM expert, Mark Bodman, to explore how governance-first foundations transform Change, Major Incident and Problem Management. This dual perspective session shows how Gilead embedded governance, automated data validation and aligned with CSDM to shift from reactive cleanup to proactive control. You'll gain practical strategies to enhance data quality, accelerate onboarding and apply AI for smarter impact analysis - plus expert guidance on navigating common CSDM implementation challenges. With 83% data quality improvement and 81% resilience gains, discover how proper data foundations unlock platform value.
Alcon and NTT DATA: Human-Centered Digital Transformation in Life Sciences
Alcon and NTT DATA leveraged the ServiceNow® AI platform to elevate employee experience alongside digital workflows across HR, IT, and Facilities—harmonizing human and digital work in a highly regulated life sciences environment. Learn how a global experience platform balanced enterprise governance with local needs, overcame change management barriers, and delivered measurable gains in adoption, productivity, and cost efficiency. Gain practical lessons on stakeholder alignment and scaling transformation.
Centrica’s GenAI‑Powered ServiceNow Journey With Accenture
As part of Accenture and Centrica’s four-year digital transformation, Accenture has helped Centrica modernize IT operations by embedding GenAI at the core of service delivery. AI powered virtual agents now resolve over 50% of user queries, driving true incident and request deflection, reducing L1 effort, and improving end user CSAT by 5%. In this session, the team will share the approach taken, challenges faced and important lessons learnt along the way to enable you to maximize the impact of your own AI-journey.
From Audit Anxiety to Audit Confidence at Zurich Insurance With xtype
As ServiceNow expands across regulated enterprises, governance and audit pressure increase. Many teams still rely on manual approvals, fragmented processes, and reactive compliance. In this session, Zurich Insurance shares how it evolved to a policy-driven, continuously governed delivery model with help from xtype. Learn how a lean platform team improved traceability, strengthened access controls, increased release frequency, and reduced upgrade and cloning effort. Hear practical lessons on building auditor confidence while enabling innovation and AI adoption.
Qiddiya Investment Company: Evolution Towards Autonomous IT Ops for City of Play
Discover how Qiddiya Investment Company is using ServiceNow® to power Saudi Arabia’s “City of Play” giga-project. By integrating systems and enabling automated workflows across IT estate, infrastructure, and entertainment systems, Qiddiya is modernizing service delivery, embedding AI, and enabling 20,000+ users with a single connected platform. Join this session to learn how a phased modernization approach drove excellence of user experience, efficiency gains, agentic powered operations, and a scalable digital operating model for city-scale IT operations.
From Stress to Success: Simplifying Your ServiceNow Upgrade Journey
Upgrading your ServiceNow instance doesn’t have to be overwhelming. In this session, we’ll share practical strategies to simplify planning, testing, deployment, and validation while building a reusable Upgrade Playbook to guide future efforts. You’ll learn how to personalize Release Notes, leverage Upgrade Center and Automated Test Framework (ATF), and cut down on upgrade risks and testing time. Walk away with proven practices to make your next upgrade faster, easier, and more successful.
Now on Now: Achieving Autonomous IT Service Desk
Our goal was to transform IT support operations through a unified, AI-powered platform that could autonomously handle every day issues and seamlessly escalate cases as needed to our human experts. We did it! Today, 90% of IT support requests are fulfilled by AI agents. Learn how we have achieved this bold goal.
Now on Now: Delivering Exceptional Self-Service With AI
At ServiceNow, we set out to close the gap between consumer-grade ease and enterprise support reality. In this session, learn how we’re reimagining self-service as an intelligent, hospitality-first experience—where AI doesn’t just answer questions, but anticipates needs, guides next steps, and completes tasks autonomously. Discover how we use AI-ready content, conversational search, and agentic workflows to create a seamless experience that’s fast, trusted, and human at scale.
Now on Now: Running HR, Procurement, Legal and Finance On a Single Platform
We run our core business services - HR, finance, legal, and procurement - on a single platform. Learn how we are connecting processes end to end, eliminating silos and reducing manual effort
Transforming HR Support With AI
Join Rivian, a leading American electric vehicle manufacturer, to learn how they successfully deployed a modern, AI-powered HR experience built on ServiceNow Employee Center Pro and HRSD with NowAssist, achieving significant gains in employee productivity and self-service in a high-growth, lean environment. Facing the challenges of scale and multiple, disconnected tools, Rivian embarked on an HR transformation with a core objective to deliver a persona-based "single front-door" experience for all employees and managers. The proof is in the results with 70% adoption, just within 2 months.
Knowledge Center: Next Level Knowledge Management
Take your knowledge to the next level! Join ServiceNow product managers and Johnson & Johnson as they share the Knowledge Center roadmap and early adopter experiences. From article editing and GenAI-powered article generation, to smart duplicate detection and identifying how existing articles can be improved, Knowledge Center is evolving fast. Discover how to identify knowledge gaps to create articles that deflect requests, plus future capabilities like health scores to tackle knowledge debt. Get ready to transform how your teams create, manage, and share knowledge!
Cognizant’s CMDB Transformation Journey to Maturity
Discover how Cognizant’s CMDB transformation unlocked agility, resilience, and operational excellence using Predictive AI Ops, CSDM, CMDB 360, and Multi-source CMD. It enabled proactive issue resolution, standardized service mapping, unified data, and real-time visibility resulting in faster incident resolution, improved change success, stronger compliance. This session reveals the strategy, accelerators, and business impact.
Platform Analytics and Pyramid Roadmap: AI-Ready Insights for Data Leaders
The Chief Data Officer's mandate has changed. It's no longer enough to deliver reports; you need to fuel AI agents and prove value across the business. This session covers ServiceNow's Analytics vision and roadmap, starting with what's new from Pyramid Analytics: conversational queries, self-service analysis, and a semantic layer that gives AI agents trusted business context. We'll also cover Platform Analytics, AI Data Explorer, Data Snapshots, and CXO Dashboards. Come see how we're building the future of analytics for data teams and the C-suite.
RaptorDB Pro Roadmap and Strategy
See how leading enterprises are accelerating their ServiceNow platform by combining Now Assist with RaptorDB Pro to deliver faster processing, real-time analytics, and resilient AI-driven workflows across IT, SecOps, Risk, and Operations. This roadmap session highlights what's coming next for RaptorDB Pro—including expanded analytics scale, hybrid queries across live and federated data, and object-storage offload—while sharing practical lessons to help modernize your data strategy, performance, and AI readiness.
Service Catalog Roadmap: Smarter Catalogs, Better Experiences With AI
Get a candid look at our vision and roadmap for Service Catalog, straight from the product team. Discover how we're investing in AI to make catalog creation smarter, request experiences more intuitive, and catalog management easier than ever. Walk away knowing exactly where Service Catalog is headed on our intelligent platform.
Building ServiceNow Apps With Natural Language: AI-Assisted Development and SDK
Describe a ServiceNow® workflow in plain language and watch it become production-ready code. With the ServiceNow SDK and AI-assisted development on AWS, developers go from idea to deployed flow in minutes—defining tables, business rules, and Flow Designer automations as TypeScript with full type safety, version control, and CI/CD. This session shows live build-and-deploy: an AI coding assistant scaffolds a ServiceNow app, generates Fluent API code, and pushes it to a running instance—no browser config required. See how agentic AI, infrastructure-as-code, and ServiceNow reshape workflows.
Intelligence at Scale—KDP Transforms Service Delivery With AI and GBS Agents
Discover how Keurig Dr Pepper (KDP) is revolutionizing enterprise service delivery with ServiceNow® AI. From its conversational “K-Bot” to advanced AI skills like chat and case summarization, knowledge generation, and intelligent email drafting, KDP is transforming agent productivity. Learn how KDP is deploying domain-specific GBS AI agents across IT, HR, and Finance to auto-triage, resolve, and automate common requests—delivering faster service, reducing costs, and setting the standard for Agentic AI at scale
Reinvent IT Ops: From Observability to Autonomous Operations
Join Accenture, Dynatrace and ServiceNow® to discover how together, we accelerate agentic AI initiatives, help you achieve autonomous operations, and drive business resiliency. By combining end-to-end observability, enterprise-wide IT orchestration and event intelligence, we break down organizational silos and allow you automate with confidence. You’ll leave with a blueprint including use cases, integration touch points, and first steps.
How Merck Manages OT Cyber Risk Across Multiple Manufacturing Sites
Every connected sensor and PLC in Merck's plants expands the attack surface. Learn how ServiceNow Operational Technology Management gives security and operations teams contextual visibility into every OT asset, prioritizes patching by production impact, and closes the gap between IT security operations and plant-floor reality.
Rewired to win
Tools, tech, and AI got dramatically better. The organizational barriers did not. What has changed most is the stakes. The bar for what "top quartile" looks like keeps rising, and the way organizations must develop capabilities to stay in the top is getting harder, not easier. Co-author of McKinsey’s best-selling series “Rewired”, Rob Levin, will walk through what leaders need to accelerate innovation, improve outcomes, and reduce unit costs with proven approaches to build high-velocity AI transformations.
From Static Scans to Real-Time Resilience
Many organizations remain trapped in reactive cycles of disruptive, heavy-handed scans that miss critical assets and bury teams under a mountain of contextless vulnerability overload. To address this, join us for a high-impact, 30-minute spotlight session on Armis Centrix™ for Vulnerability Management Detection and Response, an intelligence-first, cloud-native platform designed to eliminate operational friction and transform your cyber exposure management strategy. Discover how you can gain complete, real-time visibility with 90% less load and fewer false positives than traditional tech.
Now on Now: Detect, Prevent and Control—The AI Advantage in Cyber Security
Every prevention, every outage, every recovery—IT and Security win together. In this session, learn how ServiceNow unified its IT and Security operations on a single AI-powered platform to create shared visibility, faster recovery, and proactive resilience. See how data, insights, and workflows connect end-to-end across risk, compliance, and operations—turning reactive response into coordinated prevention. Discover how this model delivers continuity, trust, and confidence at enterprise scale.
Now on Now: Making our data foundation ready for AI-powered analytics
Getting data ready for AI is harder than it sounds. At ServiceNow, we manage an incredibly high-volume, complex enterprise data ecosystem. Before we could unlock AI-powered analytics, we had to address three foundational challenges: connecting data, providing business context at scale, and maintaining control as AI workloads expanded. In this session, our Enterprise Data team will share how we solved these challenges, how we leverage ServiceNow products, and key lessons learned from operating this architecture in production. You'll leave with practical guidance for assessing your own data readiness and a concrete picture of what an AI-ready data platform looks like from the inside.
Now on Now: How We Sell, Fulfill and Serve Our Customers on AI CRM Platform
Traditional CRM manages customers, sales, post-sales, operations and back office in silos and fragmented systems. Learn our our approach reinvents how we sell, fulfill and serve customers on a unified platform from pricign and quoting workflows to success and support.
Unleashing Innovation: Citizen Development Meets Now Assist
Empowering Sutter citizen developers, Now Assist Creator transformed the way they developed on the ServiceNow platform. By providing intuitive, no/low code, AI-driven tools, Now Assist enhanced non-technical users’ ability to innovate, accelerating app delivery and boosting business agility. The synergy between citizen development and Now Assist unlocked new possibilities, enabling rapid solutions and fostering a culture of creativity across teams.
Cox Automotive's Agentic Development Playbook: Build Agent and Claude Code in Action
Build Agent and the ServiceNow SDK unlock a new model of ServiceNow development where AI agents assist across the entire build lifecycle. In this session, hear how Cox Automotive is transforming delivery with skills, specialized sub-agents, and orchestrated workflows that make AI-first apps production-grade. You'll leave with a practical blueprint for advancing agentic development in your own ServiceNow practice.
Vibe Coding: Accelerating AI Development With ServiceNow Build Agent
Discover how KeyBank embraced “Vibe Coding” to supercharge custom app creation in ServiceNow. Starting with GitLab Duo and Copilot, we streamlined the process of building objects, scripting logic, and designing workflows. Lets explore together how ServiceNow Build Agent further evolves these improvements utilizing an AI native to the platform. This session will showcase how Build Agent accelerates development, improves quality, and transforms how teams interact with the Now Platform. If you're ready to modernize your dev practices, this session is for you.
AI Will Reshape GRC: The ServiceNow Risk and Resilience Roadmap
GRC is having its moment. AI is making risk and compliance always on, genuinely useful to every business user, and fast enough to keep up with a world that never stops changing. This session is where you see what comes next. The ServiceNow Risk Business Unit pulls back the curtain on the full roadmap, from technology and cyber risk to business risk, regulatory compliance, and operational resilience. We cover it all: Integrated Risk Management, Third-Party Risk Management, Business Continuity Management, Operational Resilience, Privacy and Data Governance, and AI Control Tower.
From Manual to Autonomous: How MedStar Built an Agentic‑Ready HR Ecosystem
Autonomous HR requires more than digitizing forms—it requires true digital infrastructure. MedStar Health built an agentic‑ready foundation by moving from PDF‑based HRIS requests to automated, platform‑native workflows in ServiceNow HRSD. With Now Assist and direct file extracts to PeopleSoft, 75% of transactions now require no manual entry. Hear how MedStar unlocked capacity, improved data quality, and paved the way for agent‑driven HR operations.
Pfizer's ATF Journey: From Ad-Hoc Testing to Millions Saved in Upgrade Costs
Discover how Pfizer transformed ServiceNow upgrades from manual testing to enterprise automation, saving millions. Patrick and Preeti share their Automated Test Framework (ATF) journey: standardized provisioning eliminating failures, hierarchical test categorization enabling cross-squad collaboration, real-time dashboards for visibility, and Jira-integrated governance with full traceability. Their structured approach delivered smoother upgrades and caught critical bugs manual testing would miss. You don't want to miss this session!
Real-Time Operations: Fraud, Back Office and Customer Service in One Platform
In this session, Davivienda will share how the bank is revolutionizing its operational management through the implementation of FSO and Workflow Data Fabric. The speakers will discuss how they connected multiple systems into a single orchestration layer, removing friction across back-office teams and automating key processes. This evolution not only impacts operational efficiency, but also becomes a direct enabler of exceptional customer experiences, fully aligning operations with the bank’s long-term growth strategy.
AI That Works for Insurers: Accelerating Intelligent Operations
What if you could reduce claims leakage, accelerate underwriting, and eliminate swivel‑chair work without disrupting core systems? With DXC solutions built on ServiceNow, insurers modernize their highest‑friction processes first, delivering value incrementally and safely. By combining Agentic AI with intelligent workflows, DXC automates claims from FNOL to payment while streamlining underwriting intake and risk assessment. The result is faster, more consistent decisions and measurable business outcomes powered by a more connected, intelligent operation with DXC and ServiceNow.
The Operating Shift: When IT Starts Running Itself
This executive conversation explores how large enterprises are moving beyond automation toward truly autonomous IT. The discussion examines how agentic AI shifts IT from task execution to outcome engineering—enabling systems to sense, decide, and act across complex environments. Grounded in real enterprise experience, the session covers what it takes to operationalize autonomy at scale, including governance, trust, and change management, and highlights the practical steps organizations are taking to modernize IT operations responsibly and sustainably.
Modernise Safety: Australia’s Largest Bank Cuts Incident Reporting Time by 35 Percent
How did Australia’s largest bank reduce incident reporting time by 35% and modernize workplace safety? Commonwealth Bank of Australia (CBA) replaced fragmented systems with ServiceNow’s single, intelligent Health & Safety platform, integrating Rufus Readinow, Workday, and SolvInjury. Rolled out in phases, the program made safety proactive, data-driven, and human-centered, even within a complex enterprise environment. Join us to learn how innovation and integration simplified processes, enhanced insights, and delivered faster, smarter, and truly employee-centered outcomes.
ServiceNow Performance Testing: A Customer-Driven Approach
As enterprise platforms scale to meet modern business demands, performance isn't a feature — it's a foundation. This session pulls back the curtain on how ServiceNow rigorously tests performance and scalability with every release, ensuring the platform your business depends on gets faster and more resilient over time. In 2026, ServiceNow is taking that commitment further by co-developing scale tests in direct collaboration with the ServiceNow User Group — putting real customer workloads and expectations at the center of platform validation. This isn't testing in a vacuum. It's performance engineering shaped by the people who rely on it most.
Building Enterprise Digital Trust with Governed and Automated Workflows
Discover how Infosys partnered with DTE Energy to operationalize digital trust on the ServiceNow platform. This session showcases how DTE modernized certificate lifecycle management, strengthened SOX and NERC compliance, and piloted AI‑assisted IT service operations, moving from manual, risk‑prone processes to automated, auditable, and governed workflows. Join this session to learn how enterprises can scale resilience, compliance, and efficiency with the right balance of automation, AI, and governance.
Now on Now: Driving Customer Support Agent Productivity
In this session, you'll learn how we are using our AI platform to lower resolution times and enhance customer satisfaction. We are using AI agents to deliver context-aware knowledge and real-time recommendations, streamlining ticket handling so agents can focus on higher-value tasks.
Now on Now: Turning Knowledge Management Practice Into an Enterprise Capability
See how ServiceNow unified 30+ knowledge bases into a single, AI-ready framework that powers enterprise self-service and automation. Learn how we built governance, lifecycle management, and analytics into our process—then took the next step with AI-powered knowledge creation. By enabling AI to draft, validate, and continuously improve content, we’re scaling quality, trust, and efficiency across the enterprise.
Teaching Your Instance to Fix Itself With Agentic AI
Every admin wants an instance that doesn't just report problems but resolves them. In this session, we'll explore how Agentic AI can analyze logs, identify recurring issues, and even generate fixes before users notice something is wrong. You’ll learn how to design self-healing logic on ServiceNow that can transform maintenance from a reactive chore into proactive system intelligence.
CX/EX Innovation Through Omnichannel Integration: NTT DOCOMO’s Challenge
NTT DOCOMO, a top telecom provider in Japan with 2,053 stores and over 100 million d POINT Club members, is building a system to unify customer interaction data across web, in-store, and call centers in real time. By using AI to summarize previously siloed data, staff can access a full history of interactions, enabling more personalized service. This CX and EX initiative is progressing rapidly and is expected to become a cross-industry case study offering valuable insights for organizations pursuing experience transformation.
Enable Kidney Care Everywhere: Improving Patient Care Through Device Management
From hospitals to clinics to the patients’ homes, every device and facility plays a role for patients receiving kidney care. Fresenius Medical Care and Deloitte partnered on a ServiceNow solution to transform how 100,000 clinical and non-clinical assets are managed by 40,000 clinical staff, managers and technicians across 3,000 locations. The result: real-time visibility, fewer disruptions, lower risk, improved cost management, and more time for what matters most—patients. Join this session to see how innovation, collaboration, and compassion are shaping the future of healthcare operations.
Engineering at Speed: How Ferrari Powers Hypercar Performance With ServiceNow
In Ferrari’s Hypercar program, performance depends on collaboration, responsiveness and engineering excellence. In this session, Ferrari shares how the ServiceNow platform supports operations—capturing defects from testing and race activity, coordinating responses, tracking resolution across engineering, track and performance teams. By replacing fragmented tools with standardised workflows and shared visibility, Ferrari enables faster resolution, clearer ownership, and greater confidence. The session also explores how this foundation is evolving to support future performance demands.
Empower the Enterprise Through a Modern, Unified, Associate Platform
At Ulta Beauty, our goal is to empower the enterprise through a modern, unified, associate platform that transforms People Success processes elevating the associate experience, driving productivity, and enabling scaled support. Our multi-year effort will evolve our ways of working and will enhance ways the enterprise engages with People Success.
How SLB Is Elevating Their Customer’s Experience Using TPSM and ServiceBridge
Using ServiceNow TPSM, SLB has greatly improved client and support team experiences through easier use, faster routing, and integrated engagement. Service Bridge connects our ecosystem with clients for full visibility, while Engagement Messenger powers our SLB Support Assistant for in-app help. Outsourced Support centralizes joint venture tickets securely. GenAI will enhance handovers, speed knowledge creation, and reveal trends for continuous improvement.
Zespri Modernizes ERP With Zero Copy Connectors
Discover how Zespri, the world’s leading kiwifruit marketer, uses ServiceNow Workflow Data Fabric to modernize its legacy ERP. By accessing live SAP data through Zero Copy Connectors for ERP, Zespri enables zero-touch SAP account provisioning for faster onboarding, real-time master data for accurate decisions, and automated role and access management for secure workflows. These capabilities power AI-driven workflows on the ServiceNow platform, streamlining their global supply chain, finance, and operations.
AI That Finishes the Work: How Retailers Are Running Smarter Stores
The gap in most retail AI deployments isn't intelligence — it's execution. Models surface signals. Alerts pile up. Humans still close the loop manually. ServiceNow® AI Agents, built on NVIDIA AI, act on those signals end to end — across demand forecasting, pricing, inventory, and customer offers — within the governance and business rules your enterprise already operates in. In this session, we'll hear directly from retailers — including Academy Sports + Outdoors — on what it actually takes to move from AI experimentation to enterprise-wide impact.
Non-Negotiables for Shifting From Legacy to AI-Powered Agility
How do you turn ServiceNow® into a true engine for speed and innovation? Discover how a global enterprise unlocked AI-powered agility, accelerated decisions, and built a future-ready digital core at scale.
How SentinelOne Powers Fast, Frictionless Quoting With ServiceNow CPQ
Years of accumulated technical debt had turned quoting into a bottleneck — slowing reps, frustrating buyers, and limiting growth. SentinelOne partnered with ServiceNow to lead a full CPQ transformation: eliminating complexity, embedding AI-powered configuration and validation rules, and building a scalable platform designed for future growth. The result? Reps quote faster, error-free — with intelligent upsell built in. Discover how SentinelOne turned CPQ in a competitive advantage.
Human and AI: TD Bank’s Formula for Platform-Driven Innovation
TD Bank is shifting from transactional IT to a value-centric enterprise platform. This session explores how TD bridges platform capabilities with business value realization using ServiceNow Customer Success and Impact. Attendees will learn how TD Bank mapped platform metrics to business KPIs, expanded across HR, procurement, and compliance, and applied its "Recipe for Success" to drive delivery excellence with Expert Services. Expect real metrics, candid lessons, and a conversational format to spark engagement.
Secure Your Entire Software Supply Chain
As the race to release software accelerates, security often becomes a bottleneck, leaving enterprises drowning in security noise from disconnected tools that lack real-world context. This challenge is only amplified by AI-assisted coding. Join us for a 30-minute spotlight on Armis Centrix™ for Application Security, a next-generation approach designed to unify your AppSec ecosystem. This session explores a comprehensive posture management system that bridges the gap between security and development to transform fragmented data into actionable, risk-aware defense.
Your Guide to AI Maturity: Charting a Path to ROI
AI maturity isn’t a destination. It’s a leadership imperative. This hands-on workshop invites business leaders to collaborate with experts and peers to uncover what it takes to lead in AI. Through guided discussions about the Enterprise AI Maturity Index, attendees will walk away with a clear understanding of where they stand on the AI maturity curve, what Pacesetters are doing differently to realize 160% ROI, and actionable next steps to move from AI experimentation to business reinvention.
Your CX Transformation Roadmap: Delivering Human Experiences at the Speed of AI
Discover how leading organizations revolutionize CRM by putting AI to work for people, not replacing them. Learn how AI eliminates the multi-screen shuffle, enabling customer service reps to deliver exceptional service with genuine empathy and efficiency. Through real-world examples and interactive discussion, explore proven frameworks for AI augmentation and practical implementation roadmaps from organizations already succeeding. Walk away with actionable insights to empower your team, a vision of AI-enhanced CRM, and concrete next steps for your transformation journey. This Exchange Suite picks up where AI is deployed. Customers are still frustrated. What is the gap and how do you close it? theater session left off. If you haven't attended that session yet, we recommend starting there — then come here ready to dig in with your peers. Can't catch the theater session first? No problem — we'll open with a quick recap before diving into the discussion.
Redesigning Contact Centers with AI Agents — Key Lessons from Real Operationsー
This session presents an end-to-end service operation for coffee machine maintenance using ServiceNow by integrating Customer Service Management (CSM) and Field Service Management (FSM). Customer inquiries received by the contact center are managed and prioritized in CSM, then connected to FSM for work order creation and engineer dispatch. By unifying inquiry handling and field service operations on a single platform, we improved operational efficiency, and visibility across teams. The session shares key design principles, integration points, and lessons learned from real-world operations.
Accelerating JTB’s Digital Workflow Transformation With ServiceNow and AI
JTB positions IT as a strategic asset to achieve sustainable growth and establish competitive advantage, actively advancing the development of its utilization infrastructure. This session will present practical examples of business process reform and digital transformation achieved through the use of ServiceNow and advanced AI. ServiceNow's digital workflows and AI significantly reduced lead times to approval completion, accelerated inquiry responses, and enhanced user experience. We will share initiatives and outcomes that led to reduced manual tasks and improved operational efficiency.
All Nippon Airways: Elevating Employee Experience With ServiceNow
All Nippon Airways (ANA) has begun building a comprehensive EX platform on ServiceNow to transform the employee experience. By building a platform that integrates workflows, processes and data, they aim to enable their 40,000+ employees to focus on delivering world-class customer service. This session will focus on why and how ANA chose to transform their processes and choose ServiceNow to change their culture towards their DX. Find out how they are building a foundation that allows employees to spend more time doing what only humans are good at - creating exceptional customer experiences.
Building an AI Service Desk With NowAssist at Chubu Electric Power
We are modernizing and automating our IT service desk with ServiceNow Now Assist to improve operational efficiency, optimize costs, and enhance the user experience. In this session, we will share our journey from planning through implementation and the insights we gained along the way.
Driving Operational Efficiency: NRI’s Internal Portal Transformation
Nomura Research Institute (NRI) is currently revamping its internal portal using ServiceNow’s Human Resource Service Delivery (HRSD). In this session, we will share the background behind our decision to adopt HRSD and present specific use cases that delivered rapid efficiency gains. Furthermore, we will discuss our strategic approach to navigating common challenges in the portal renewal project, such as securing stakeholder buy-in and investment approval, to ensure the project’s successful advancement.
Enhancing Corporate Value Through Legacy System Modernization With AppEngine
Mitsui & Co. is a global enterprise operating across seven business segments, driven by our DNA of “Challenge and Innovation.” In our Mid‑Term Management Plan, we position DX and AI as key drivers of corporate value. This session introduces how we built back‑office systems on ServiceNow App Engine to integrate data end‑to‑end—from opportunity design through approval to performance management—enabling unified management, improving decision‑making speed and quality, and contributing to enhanced corporate value.
Scaling the World’s Leading Zero‑Touch Inter‑Operator Automation
NTT DOCOMO has demonstrated the real impact of zero‑touch operations, achieving a 35% reduction in operational workload and eliminating night‑shift rotations. Building on this proven success, we are now extending automation across operator boundaries. This session shows how the ServiceNow AI Platform enables automated cross‑operator ticket exchange, enhanced service assurance for roamers, and a scalable foundation for future standards‑aligned interconnects. We also share key learnings, practical architecture, and how automation helps harmonize diverse operational practices across borders.
SOMPO Systems: 10 Years of IT Transformation With ServiceNow Excellence
SOMPO Systems, the IT subsidiary of Sompo Japan (one of Japan's leading non-life insurance companies with 20 million customers), has strategically leveraged ServiceNow for approximately 10 years since 2016, strongly supporting Sompo Japan's business. Beyond advanced utilization of ITSM, we actively promote unique function development and citizen development. Furthermore, we are continuously evolving our IT operations by enhancing event management with ITOM. At Knowledge26, we will provide a detailed introduction to these specific initiatives.
The Next Agentic ITSM: Unifying Service Channels Into an Intelligent Hub
Large-scale organizations often struggle with fragmented service channels across IT, HR, and corporate functions, creating inconsistent user experience and rising costs. In this session, we share our journey toward The Next Agentic ITSM by unifying service channels into a single intelligent hub. By consolidating inquiries and requests on ServiceNow, structuring data for automation, and leveraging AI to deliver generated knowledge and conversational support, we transformed disconnected workflows into a scalable, data-driven service model that reduces help desk costs.
Driving Back-Office Innovation Through AI Agents
As part of the Hitachi Group, we provide system integration services across sectors such as government, telecom, and energy. To improve back-office efficiency, we introduced RPA for automation and are now exploring generative AI. In this session, we will present a case study demonstrating where ServiceNow’s AI Agents helped us boost efficiency and reallocate time and talent to new, value-creating initiatives.
Enabling AI at Scale Through Raptor DB Pro Performance Transformation
This session presents how NTT DATA improved performance on a large-scale ServiceNow platform through migration to Raptor DB Pro. We share response time improvements for online transactions, along with lessons learned from large-scale migration while continuing development. We also discuss remaining performance challenges and optimization. In addition, we introduce AI initiatives for both development and end-user use cases, and how we are evolving from task-based automation to Zero Touch operations using Now Assist.
Operationalizing AI Agents at Scale for Mission-Critical Workflows
Enterprises are moving from isolated AI assistants to coordinated teams of autonomous digital workers that can execute end-to-end workflows and meaningfully augment human work. In this session, we’ll show how NVIDIA and ServiceNow are collaborating to help enterprises securely deploy an autonomous workforce that takes action and delivers outcomes. Learn how to streamline operations, boost productivity, and give your employees time back by offloading complex, multi-step tasks to intelligent digital workers.
Creating a Robust and User Appealing Service Portal
How does the ITS organization create a Service Portal that is engaging and intuitive for the whole company? You have to balance not only a consistent theme from all the organizations that are housed in the portal but also what will resonate with a company of various disciplines and generations. You have to find a way to allow users to find what they are looking for in the most simple way. How do you organize hundreds or catalog items? How do you allow for users to quickly find what they are looking for?
AI-Enabled Shipment Booking Automation Using ServiceNow as the Orchestrator
Discover how to transition from manual execution to an AI-led operating model by redesigning a critical shipment booking process into an end-to-end, AI-driven workflow. The session would outline the scalable blueprint established for future automation, leveraging ServiceNow AI/LLM capabilities and integrations (e.g., CargoWise, Microsoft Vortex, Rossum), and reflect on business impact, governance considerations, and scaling potential.
Building Agent-to-Agent Cross-Enterprise Workflows
The AI-powered enterprise is often hindered by siloed systems and fragmented workflows. Explore how Google Cloud & ServiceNow® are breaking down these barriers with Agent-to-Agent protocol, enabling a new paradigm of cross-enterprise automation. With real-world use cases, see how this interoperability between Google's Gemini and ServiceNow's Now Assist is transforming core business functions, from autonomous IT operations to industry specific solutions. Leverage this ecosystem for accelerated efficiency, automation and unlocked ROI. The future of work isn't just AI—it’s interconnected agents.
Leveraging SPM for Global Capital Approval Requests
By utilizing SPM's Demand Management, Vertiv have significantly improved their approach to handling capital projects. SPM's Demand Management has equipped Vertiv with the tools to make data-driven decisions, enhancing their ability to align projects with strategic business goals. The transparency and visibility provided by this system have also facilitated better communication and collaboration among stakeholders, leading to more informed and timely project approvals.
160 Developers, 72 Hours, Zero Chaos: The Architecture That Made It Possible
Twice in two years, Hack4Good brought 160 developers together to build production apps for nonprofits. At Knowledge 2024 and 2025, we delivered apps for Technovation and March of Dimes in 72 hours each serving 10,000+ users today. Discover the architectural patterns and governance frameworks that made this possible. Learn how to design apps for massive collaboration, implement flexible governance, and deliver at speed. You'll walk away with reusable templates, governance frameworks, and story-based development structures. Proven patterns you can apply immediately!
60 Seconds to War Room: Automated MIM Response: SOW, Integration Hub & AI Agents
When a flagship site goes down at Cox Automotive, every second counts. Manual incident response such as creating bridges, paging teams, spinning up channels costs time you don't have: slower MTTR, wider blast radius, burned-out responders. This session shows how Cox Automotive's Enterprise Operations Team built a fully autonomous war room that deploys in under 60 seconds. Powered by ServiceNow orchestration and an AI triage layer that surfaces context before anyone joins the bridge, responders arrive informed, not orienting. You'll leave with the blueprint and the business case.
The New Era of Employee Experience: Redefining IT Services through AI-Driven Predictive Support
Employee expectations for support have risen to demand fast, intuitive, consumer-grade outcomes, rendering traditional IT catalogs and ticketing models insufficient for today's complex, hybrid work environment. This presentation details our strategy for transforming a fragmented, reactive support system into a unified, proactive, and intelligent experience.
NCR Atleos: From Reactive IT to Reliable Operations
NCR Atleos manages a complex, distributed environment spanning on-prem datacenters and four cloud platforms. To get ahead of the noise, they built a unified IT operations foundation on ServiceNow ITOM Visibility, ITOM Health, and CMDB — integrating monitoring tools including SolarWinds, Nagios, Azure Monitor, and AppDynamics into a single Event Management framework. The result: less alert noise, fewer surprises, and CMDB data accurate enough to actually improve ITSM decisions. If your team is dealing with visibility gaps, alert fatigue, or CMDB quality issues, this session is worth your time.
ServiceNow Workplace Solutions: AI-Powered Transformation Roadmap
Discover how ServiceNow is reimagining Workplace Service Delivery and Health & Safety with AI at the core. Product leaders will share the roadmap and key investments across three key areas: supporting employee productivity with the right spaces, services, and amenities; modernizing how organizations manage spaces; and reducing safety risks to keep businesses running.
Fujifilm’s ITSM and ITAM Journey-Driving Global IT Efficiency Through ServiceNow
Fujifilm is advancing its global IT operations by implementing IT Service Management (ITSM) and IT Asset Management (ITAM) using the ServiceNow platform. In this presentation, we will share the benefits we have gained from standardizing ITSM processes with ServiceNow, as well as insights and outcomes from our ongoing ITAM project, which is focused on future IT asset management and planned expansions.
「学ぶこと」は投資になるのか？ ―ServiceNowコンピテンスとAI時代の人材価値を再定義する
ServiceNowの人材育成は、本当にビジネス価値を生み出しているのか。 本セッションでは、データから学習投資の効果を紐解くとともに、株式会社メルカリの「外注依存から開発内製化への転換」事例をご紹介いたします。 AI時代のコンピテンス戦略を、数字と実体験の両面から考えます。
Aligning Enterprise Transformation: Scaling Intentionally, Not Reactively
Enterprise transformation rarely fails due to technology. It stalls when platforms scale reactively instead of deliberately. Hear how Westlake expects to improve asset visibility by over 40%, reduce software costs by $12-14m, and reduce manual processes by over 30% by evolving ServiceNow® beyond ITSM and ITOM into Hardware and Software Asset Management. With Strategic Portfolio Management and Employee Center next, the focus shifts to scaling with clarity, not complexity. If you’re shaping your platform roadmap, this session shares practical lessons for sustainable success.
Transforming Relationship Banking in the Heart of the Amazon With AI Agents
Banco da Amazônia is redefining relationship banking with AI Agents, built entirely on ServiceNow using App Engine, Now Assist, FSO, and Field Service Management. Designed to empower managers with intelligent insights, objection analysis, and personalized recommendations, the solution automates calls, scheduling, and visit tracking integrated with Microsoft 365. Early indicators project a 25% improvement in satisfaction, 15% higher conversion, and 30% less manual effort. Using AI to personalize service, expand financial access, and strengthen sustainable development across the Amazon.
From Managed Services to Autonomous Operations: Xerox IT Solutions’ AI Platform
The era of traditional managed services is ending. Built on people, tickets, and reactive workflows, the model can’t keep up with today’s complexity. A new model is emerging: autonomous IT. In early 2026, Xerox IT Solutions launched an AI-powered platform on ServiceNow that unifies operations, automation, procurement, and real-time intelligence. This session explores how Xerox has transformed its business and delivery model —and what it means for the future of IT operations.
Transforming IT Support Through AI-Powered Ticket Resolution
The application of generative AI in enterprise support is redefining how employee tickets are resolved at scale. By integrating intelligent classification, retrieval-augmented response generation, and robust guardrails, organizations can now deliver instant, accurate, and human-like resolutions to routine tickets. This session explores how AI-driven automation reduces resolution times from days to seconds while enhancing employee satisfaction and operational efficiency.
EA by Design: Arizona Public Service and the Roadmap to Enterprise-Wide Success
Enterprise Architecture unlocks the full potential of ServiceNow's platform by converging capabilities that each extract value from the same data in isolation. Together, they shift lifecycle management from inventory to intelligence, deliver insight across executive, technical, and governance stakeholders, and make data quality a shared responsibility. Leave with a practical framework for treating these capabilities as complementary lenses on a single source of truth.
How to Build Agentic AI You Can Trust
In this session, we explore how organisations can design, test, and validate agentic AI systems with trust and accountability. We’ll show how to ensure AI agents act reliably, meet compliance standards, and deliver measurable value. Attendees will learn practical methods for testing agent inputs, outputs, and actions, building audit-ready evidence, and applying governance frameworks that give leaders the confidence to scale AI responsibly and stand behind every decision their agents make.
Asset Management Roadmap: Automate Asset Lifecycles With Agentic AI
Stop playing defense with your assets and take control of wasted spend, audit chaos, and unexpected breakdowns. Discover how ServiceNow Asset Management helps manage the entire lifecycle of every asset, from software and cloud infrastructure to laptops and operational equipment, with an AI workforce handling the busywork. Whether you're tackling rising cloud and AI costs, drowning in software audits, or tracking assets from hard hats to heart monitors, discover how to turn IT and physical assets into strategic levers that drive real business outcomes. Get the roadmap to asset control.
HR Service Delivery Roadmap: Autonomous HR Powering the Future of Work
With Autonomous HR, employees get the help they need when they need it; managers are empowered to help their teams grow and succeed; and HR teams can focus on strategy, not tickets. With AI Agents, organizations can unlock productivity and free up time to focus on what matters. Join this session to see the HR Service Delivery roadmap and how it's changing the future of work for everyone.
AI Control Tower: The Operating System for Enterprise AI Governance
How do you govern AI that moves faster than your approval process? Traditional approaches like review committees, policy documents, and manual oversight weren't designed for the AI era. AI Control Tower is ServiceNow's answer: an autonomous operating system that discovers AI as it appears, enforces policy in real time, protects sensitive data, and proves compliance without manual audits. This session previews the upcoming roadmap for AI Control Tower and how it orchestrates your governance portfolio, including ServiceNow Vault, AI Guardian, and AI Agent Fabric.
ServiceNow AI Roadmap: AI That Thinks, Workflows That Act
AI without workflows is just expensive advice. AI inside workflows is autonomous enterprise execution. In this session, find out how we're embedding AI into the platform that powers 80 billion workflows every year. We'll share a first look at our roadmap: from a conversational AI front door with enterprise search to an Autonomous Workforce of AI specialists that do jobs end-to-end. See how AI Control Tower governs every AI asset and identity. Explore enhancements to the AI builder experience. And discover the advantage of AI built on 20+ years of enterprise workflow expertise.
The ServiceNow Platform Roadmap: Where AI Meets Enterprise Confidence
AI without visibility is a gamble. AI without control is chaos. ServiceNow is the only AI platform contender built on a foundation of clearly mapped technology and data. One platform. No silos. Complete visibility across your enterprise. This is what makes AI trustworthy at scale. Join this session to hear from ServiceNow product leaders where we're going next. Deeper AI-native workflows. Smarter data intelligence. Experiences that adapt to every user. Security that lets you move fast without breaking things. The result? AI that's powerful and predictable. Innovation without the chaos.
Banking and Insurance CRM Roadmap: Agentic AI for the customer experience
Join Financial Services Operations (FSO) Product leaders, U.S. Bank, and Travelers to explore how Agentic AI is transforming banking and insurance — from the first customer interaction to final resolution. See what's possible when AI moves at scale with the governance guardrails financial services demands, and get a first look at what's new and what's coming next across the FSO portfolio.
CSM Roadmap: AI Handles the Volume, Agents Handle Moments That Matter
ServiceNow CSM product leaders share the latest innovations and what's ahead—from AI agents that handle high-volume requests end-to-end, to agentic workflows that triage, validate, and route cases before a human touches them. This session covers new capabilities across self-service, the agent workspace, and administration, organized around the releases shaping 2026 and beyond. You'll see how CSM connects front-office service to the teams behind it—operations, finance, field service—so work flows across departments on one platform. Walk away knowing what's available now and what's coming next.
Sales CRM Product Roadmap: Accelerate Revenue With AI-Guided Selling
Discover the latest innovation powering ServiceNow Sales CRM across Sales Force Automation, CPQ, Order Management, and Partner Relationship Management. You'll hear from our product leaders as they walk through our newest capabilities and 2026 roadmap, including AI's role in transforming the lead-to-renewal process. Learn how our unified, connected approach powers omnichannel revenue generation, drives growth, and reduces cost and complexity. Plus, see how ServiceNow AI Agents are helping teams sell more and sell faster.
Technology Industry Roadmap: AI Across the Customer Lifecycle
See how ServiceNow is applying AI across its Technology industry products to improve the end-to-end customer lifecycle. This roadmap session highlights what happens when sales, support, and customer success teams work from connected data and workflows - reducing friction and accelerating customer value.
Workflow Data Fabric Roadmap and Strategy
Most data fabrics are built for dashboards, not decisions. Integrations, not actions. ServiceNow Workflow Data Fabric is different. By connecting, contextualizing, and controlling your data, we turn probabilistic chatbots that answer questions into context-aware AI agents that take action. Join this roadmap session to explore the latest and upcoming innovations that get your enterprise data AI-ready. See why thousands of customers rely on Workflow Data Fabric to execute billions of transactions, power millions of workflows, & deliver AI agents that move from insight to action on one platform.
Public Sector Roadmap: CRM Built for the Mission
Government agencies don't need another bolted-on CRM. They need one platform that orchestrates across missions. See how ServiceNow is redefining CRM for public sector with an AI control tower, agentic automation, and integrated workflows spanning benefits eligibility, emergency response, and agentic case management. Hear directly how state agencies are transforming constituent service, about key partner integrations, and get a first look at the product roadmap for Autonomous, Human Government—where AI handles the routine so your people can focus on the mission.
Putting OpenClaw To Work for the Enterprise With Project Arc and Action Fabric
AI Agents crossed a line. Agents like OpenClaw no longer just help; they execute. Ambient and unbounded, they take a goal and drive work to completion. ServiceNow Action Fabric makes the AI Platform natively accessible through a governed control plane to this new class of agents, turning existing workflows and business context into actions invocable by any AI agent, wherever your employees work. Project Arc is what this looks like in practice: a long-running, self-evolving autonomous agent built for the enterprise that figures out the path across ServiceNow, the terminal, local files, and every application your team touches: Secured by NVIDIA OpenShell, governed by AI Control Tower, and powered by ServiceNow Action Fabric. We'll show both live. T-Mobile joins us to share how they're already putting Action Fabric to work with ServiceNow’s MCP Server, while NVIDIA will demonstrate how OpenShell brings trust and security to autonomous agents like Project Arc, at enterprise scale. The agent-first era is here. This is how the ServiceNow AI Platform meets this moment.
Now on Now: Expanding Autonomous Service Desk to HR, Finance and Beyond
After achieving an autonomous IT service desk, we are taking what we have learned and extending autonomous service desk across the enterprise from HR, Finance and beyond. This is a rare opportunity to hear directly from three executives leading this transformation at ServiceNow—learn how they're approaching this ambitious goal, what's working, and what challenges they've overcome.
ITOM Roadmap: Your Path to Autonomous IT Operations
AI is reshaping IT operations from reactive firefighting to autonomous systems that prevent problems before they strike. Discover ITOM's roadmap to Autonomous IT with unified agentic workflows across ITSM and ITOM for seamless automation from detection to resolution. See AI SRE for Observability, LEAP-powered automation, simplified ACC/MID/discovery management, and enhanced Service Graph capabilities that unlock CMDB value. Gain complete visibility, eliminate noise, accelerate resolution, and achieve zero unplanned outages. Get your blueprint to transform IT ops from managed to autonomous.
IT Service Management Roadmap for Your Journey to Zero-Touch Support
Want to see what’s new with ITSM and how ServiceNow helps transform Autonomous Service Operations (ITSM + ITOM)? Join this session to learn the product vision and discuss key new capabilities, including AI advancements, expected in 2026 and into 2027.
AI App Development: Vision and Strategy for AI-Powered Development
Vibe coding is everywhere but most tools generate code without understanding your workflows, data, or policies. That's hype. Production means AI agents that build governed applications on a platform designed for enterprise scale. This session cuts through the noise with App Engine's vision, strategy, and roadmap for making vibe coding real: how Build Agent turns intent into working apps, how governance stays automatic, and how your teams will extend workflows and run unlimited applications safely.
Retail Product Roadmap, With Rossmann On Scaling Agentic AI for Frontline Teams
Get a firsthand look at what ServiceNow is building for retail and hospitality. We'll walk through the product roadmap and demo innovations coming to customer service, store operations and frontline workforce — including agentic break-fix workflows, AI Voice Agents for hands-free store support, store audit workflows, and shift scheduling. We'll sit down with Rossmann, one of Europe’s leading drugstore chains, and learn how running AI agents across thousands of stores enhances the frontline associate experience.
Telecom Industry Roadmap: Scale With AI Across the Service Lifecycle
ServiceNow is investing in industry-specific innovation to help Communication Service Providers break free from patchwork systems and scale autonomous workflows across their entire service lifecycle. Get a first look at what's coming next for sales, service, and network: new capabilities designed to eliminate silos, reduce manual handoffs, and unlock growth for CSPs.
Speakeasy Customer Panel: Moving to ServiceNow to Up Level Experiences With HR
In this unique, interactive experience, a panel of your peers will have an open and honest discussion about why they chose to switch from a legacy HR-centric application to ServiceNow. Our panel of customers will candidly discuss a range of topics, including implementation, lessons learned, quantifiable business benefits, innovation opportunities, how they're optimizing their investment in ServiceNow, and improving employee experiences. This informal session will not be recorded or broadcast, so don’t miss your opportunity to attend and engage.
Speakeasy Customer Panel: Moving to ServiceNow Customer Service Management
In this exclusive, off-the-record session, real customers pull back the curtain on their decision to leave legacy CSM behind for ServiceNow. No scripts, no slides, just honest conversations about what drove the switch, lessons learned from their implementation, measurable results they're seeing today, and what they wish they'd known from the start. Panelists will share how they're pushing their ServiceNow investment further with AI and automation. This session will not be recorded or broadcast, so don’t miss out.
Now on Now: One Platform, Every AI Use Case—Our Operating Model for AI at Scale
When AI initiatives multiply faster than you can track them, the risk isn't moving too slow — it's losing sight of what's actually working. In this session, ServiceNow shares how we built an operating model to manage a sprawling AI ecosystem without losing control of value or velocity. See how SPM serves as the system of record for tracking AI use cases across their full lifecycle, while AI Control Tower governs adoption metrics and post-production oversight. The result: a portfolio-driven approach that turns AI chaos into compounding business outcomes.
Now on Now: Autonomous Agents in Customer Support—Hype vs. Reality
Autonomous agents are everywhere — but what actually works in customer support today? In this candid Customer Zero session, our customer experience leaders separate hype from reality, sharing lessons from deploying autonomous agents inside ServiceNow. We'll cover failure modes, trust and safety guardrails, where autonomy delivers real value, and where humans must stay in the loop. Includes concrete design patterns, success metrics, and a forward look at what "autonomous" will mean over the next 12 months.
Now on Now: How We Turned CPQ Complexity into a Guided Selling Experience
CPQ should accelerate deals, but for most teams, it slows them down. In this session, see how we use AI to power an intuitive, guided selling experience that handles that complexity end to end, reducing errors, shortening quote cycles, and giving sellers a tool they actually want to use. We'll walk through the approach, the outcomes, and what we learned along the way. Leave with a practical approach to making CPQ scale, no matter how complex your catalog
Now on Now: Enabling SOC Teams to Adopt GenAI While Tracking Productivity
Learn how ServiceNow's security teams use Now Assist in Security Incident Response to investigate and resolve incidents faster. The AI agent automates repetitive tasks, synthesizes past incident data, and provides real-time recommendations — helping analysts respond more accurately under pressure. We'll share measurable improvements in efficiency and risk mitigation from our internal use, demonstrating the real value AI agents deliver for security operations.
Now on Now: How We Run AI-Augmented Support at Scale
ServiceNow runs its global customer support organization on the same AI-powered platform our customers deploy. In this Customer Zero session, CCx leaders share how AI-augmented support works in production — combining Now Assist, autonomous agents, and human expertise to drive outcomes. We'll cover deflection, time-to-resolution improvements, and CSAT impact, plus the operating model, guardrails, and metrics. Attendees leave with a deployable playbook, not a product pitch.
Now on Now: How We Deployed Our First L1 Service Desk AI Worker
ServiceNow's Digital Technology team deployed an autonomous AI worker that resolves common L1 IT issues before a human ever gets involved. In this session, we walk through how we built, tested, and launched our first AI Worker in production — what it handles, how we governed it, and what we learned along the way. A real customer zero story from the team that runs ServiceNow's own IT.
Now on Now: How to Get Started on Your AI Governance Journey With AICT
As AI scales across the enterprise, governance can't be an afterthought. This session introduces and demos AI Control Tower (AICT) — a centralized command center to govern, manage, and track AI across your organization. We'll walk through standing up an AI asset inventory, automating governance policies, and connecting AI initiatives to business value through real-time dashboards. Walk away with a practical roadmap to move from AI sprawl to governed, responsible AI at scale.
Now on Now: How GBS Scaled AI-Native Operations With 30+ Agentic Use Cases
ServiceNow is leading its own AI transformation — Now on Now in action. This year, we deployed 30+ AI use cases across Finance and Supply Chain, delivering measurable business value from within. Now we're going further: agentic AI for ERP operates in real time, autonomously resolving exceptions and driving decisions once dependent on human intervention. We're not just adopting AI — we're proving what an AI-native enterprise looks like at scale, using ServiceNow to transform ServiceNow.
Now on Now: From Portal to Conversation—Transforming the Employee Experience
When ServiceNow replaced traditional employee portals with Janus, our conversational AI platform, we transformed how 30,000 employees find answers, stay productive, and navigate their workday. This session takes you inside our implementation journey: the employee insights that shaped our approach, the design decisions that drove engagement, and the experience challenges we navigated along the way. Walk away with a practical playbook for leading experience-driven AI transformation at enterprise scale.
Now on Now: How Sales, Support, and Success Unite to Resolve Escalations Fast
When a customer risk signal fires, every team that needs to act should already know. In this session, learn how ServiceNow built Customer Risk Intelligence and Response on TPSM — an automated escalation framework that detects critical risk, identifies impacted fulfillment teams, and pushes coordinated notifications in real time. We'll walk through the exact configuration: risk signal logic, automated notification workflows, and cross-team coordination patterns that compressed response time from hours to minutes. Leave with a replicable playbook, not a slide deck.
Now on Now: Enabling SOC Teams to Adopt GenAI While Tracking Productivity
Learn how ServiceNow's security teams use Now Assist in Security Incident Response to investigate and resolve incidents faster. The AI agent automates repetitive tasks, synthesizes past incident data, and provides real-time recommendations — helping analysts respond more accurately under pressure. We'll share measurable improvements in efficiency and risk mitigation from our internal use, demonstrating the real value AI agents deliver for security operations.
Now on Now: How GBS Scaled AI-Native Operations With 30+ Agentic Use Cases
ServiceNow is leading its own AI transformation — Now on Now in action. This year, we deployed 30+ AI use cases across Finance and Supply Chain, delivering measurable business value from within. Now we're going further: agentic AI for ERP operates in real time, autonomously resolving exceptions and driving decisions once dependent on human intervention. We're not just adopting AI — we're proving what an AI-native enterprise looks like at scale, using ServiceNow to transform ServiceNow.
Now on Now: From Knowledge to Answers—Next-Gen Self-Service With GenAI
Customer self-service is the #1 pain point in support. This session shows how CCx rebuilt the Now Support experience using GenAI-powered search, RAG, intent detection, and conversational AI. We'll share how knowledge was re-architected, how AI answers are governed, and how real deflection ROI was achieved in production. Walk away with a concrete blueprint for modern self-service — spanning portal design, search architecture, and virtual agent strategy — ready to apply immediately.
Now on Now: From Portal to Conversation—Transforming the Employee Experience
When ServiceNow replaced traditional employee portals with Janus, our conversational AI platform, we transformed how 30,000 employees find answers, stay productive, and navigate their workday. This session takes you inside our implementation journey: the employee insights that shaped our approach, the design decisions that drove engagement, and the experience challenges we navigated along the way. Walk away with a practical playbook for leading experience-driven AI transformation at enterprise scale.
Now on Now: How ServiceNow Uses IRM for End-to-End Risk Management
Siloed risk data slows everything down. In this session, learn how ServiceNow's own CIO organization uses IRM to manage the full lifecycle of IT risk — from risk identification and controls to issues management and resolution. We'll share how we broke down silos, improved visibility, and built a program that scales. Walk away with a practical model you can apply to your own environment.
Now on Now: How We Rolled Out Moveworks for Employee Support
ServiceNow deployed Moveworks internally and lived to tell the story. In this session, we share the real deployment experience — what we planned for, what surprised us, and what's next for AI-powered employee support inside ServiceNow. If you're evaluating or implementing Moveworks, this is the customer zero perspective you won't get from a product demo.
Now on Now: How We Tuned AI Search to Deliver Grounded Answers
Search isn't about finding links to content anymore - it's about getting answers. In this session, we'll share how we optimized AI Search to deliver grounded answers across employee and customer experiences - using RAG to retrieve and generate responses that are accurate, current, and traceable to real source content. We'll get specific about what actually moves the needle: from knowledge readiness to retrieval tuning - and how we measure what "good" looks like. Practical, concrete, and ready to apply.
Now on Now: Journey Toward Zero Controllable Incidents
ServiceNow is on a journey toward autonomous IT — moving from reactive break-fix to self-healing, proactive operations. In this session, learn how we're using AI agents to enable faster investigation, real-time insights, and predictive issue resolution before users ever notice a problem.
Now on Now: Connect, Contextualize, and Control Data With Workflow Data Fabric
Data lives everywhere, but insights and action shouldn't require moving it all to one place. With Workflow Data Fabric, we connect heterogeneous data sources across ServiceNow, bringing together sensitive and non-sensitive information. We contextualize it to unlock real-time insights that power business decisions and workflows. And we control data by leaving it exactly where it belongs — using zero-copy architecture to eliminate duplication without compromising governance or security. Walk away with a practical blueprint for turning scattered data into unified, actionable intelligence.
Now on Now: How We Run Sales CRM On ServiceNow—From Lead to Signed Contract
What does it look like to run your entire sales motion on ServiceNow? In this session, see how we are implementing Sales CRM end to end - from lead creation to contract signature - using AI-led capabilities including intelligent landing pages, SFA, CPQ, and Logik.ai integration. ServiceNow is both the builder and the customer here, and this session shows what a modern, AI-native sales experience looks like in practice. Come see what we've built — and what we've learned building it.
Now on Now: The Future of AIOps With Autonomous Alert Management
AIOps is enabling truly autonomous IT operations — streamlining triage, analysis, and investigation using AI agents. In this session, learn how ServiceNow uses ITOM to give operators immediate access to the insights they need to act fast and resolve issues before they escalate. We'll share real examples from our own environment and the lessons we learned along the way.
Now on Now: How to Get Started On Your AI Governance Journey With AICT
As AI scales across the enterprise, governance can't be an afterthought. This session introduces and demos AI Control Tower (AICT) — a centralized command center to govern, manage, and track AI across your organization. We'll walk through standing up an AI asset inventory, automating governance policies, and connecting AI initiatives to business value through real-time dashboards. Walk away with a practical roadmap to move from AI sprawl to governed, responsible AI at scale.
Now on Now: How We Rolled Out Moveworks for Employee Support
ServiceNow deployed Moveworks internally and lived to tell the story. In this session, we share the real deployment experience — what we planned for, what surprised us, and what's next for AI-powered employee support inside ServiceNow. If you're evaluating or implementing Moveworks, this is the customer zero perspective you won't get from a product demo.
Now on Now: AI Agents Powering Employee Growth, One Conversation at a Time
Every growth moment — from goal-setting to year-end assessments — runs on one intelligent thread, powered by AI agents. At ServiceNow, we're reimagining employee growth by meeting people where they work. Employees craft OKRs with AI tuned to company priorities. Agents track progress, nudging reviews that flow into growth conversations. Managers get AI-driven insights and talking points so both sides arrive prepared — and that intelligence carries through mid-year and year-end evaluations. See the AI agents powering growth and performance for 25,000+ employees.
Now on Now: AI-Driven Security—Operationalizing the CMDB for Faster Response
AI-powered security begins with trusted data. This session shares our journey to building a streamlined, governance-driven CMDB that enables AI-driven security operations. Learn how a healthy CMDB with accurate asset data powers intelligent vulnerability prioritization, precise assignment, and faster resolution. We'll share practical strategies for ingestion using certified integrations, built-in capabilities, and third-party security scanners to build a strong foundation for trusted AI.
Now on Now: How We Deployed Our First L1 Service Desk AI Worker
ServiceNow's Digital Technology team deployed an autonomous AI worker that resolves common L1 IT issues before a human ever gets involved. In this session, we walk through how we built, tested, and launched our first AI Worker in production — what it handles, how we governed it, and what we learned along the way. A real customer zero story from the team that runs ServiceNow's own IT.
Now on Now: Find AI Agent Use Cases and Auto-Create Agents with AI Agent Advisor
Learn how ServiceNow's own DT team uses instance data to identify the highest-ROI agentic AI use cases, match them to existing agents, and automatically create new agents when none exist — then rapidly deploy them. AI Agent Advisor removes the guesswork — instead of asking where to start with AI agents, you let your own data show you. We'll walk through the methodology, the tooling, and what we found when we ran it against our own environment.
Now on Now: How We Run AI-Augmented Support at Scale
ServiceNow runs its global customer support organization on the same AI-powered platform our customers deploy. In this Customer Zero session, CCx leaders share how AI-augmented support works in production — combining Now Assist, autonomous agents, and human expertise to drive outcomes. We'll cover deflection, time-to-resolution improvements, and CSAT impact, plus the operating model, guardrails, and metrics. Attendees leave with a deployable playbook, not a product pitch.
Now on Now: How We Deployed Our First L1 Service Desk AI Worker
ServiceNow's Digital Technology team deployed an autonomous AI worker that resolves common L1 IT issues before a human ever gets involved. In this session, we walk through how we built, tested, and launched our first AI Worker in production — what it handles, how we governed it, and what we learned along the way. A real customer zero story from the team that runs ServiceNow's own IT.
Now on Now: How We Delivered AI-Assisted Contract Review With CM Pro
How do you teach AI to review contracts the way your best attorney would? ServiceNow's Commercial Legal team deployed CM Pro across our MOA, Order Form, and Usage Agreement stack, then tuned Now Assist step by step, configuring the clause library as the AI's playbook, defining deviation thresholds, and training the system to flag what matters and suggest the right fallback language. We walk you through how we structured the clause library so AI could reason against it, configured Now Assist to surface deviations inside Microsoft Word, and set up obligation extraction to automate post-signature compliance. Attorneys still make every call. AI just makes sure they see what matters first. Walk away with a repeatable blueprint, not a product demo.
Now on Now: Journey Toward Zero Controllable Incidents
ServiceNow is on a journey toward autonomous IT — moving from reactive break-fix to self-healing, proactive operations. In this session, learn how we're using AI agents to enable faster investigation, real-time insights, and predictive issue resolution before users ever notice a problem.
Now on Now: Onboarding an AI Specialist Like a New Employee
What does it actually look like to onboard an AI Specialist like a new employee? ServiceNow DT walks through how we bring AI Workers into our production environment — from defining the role, to assigning work, setting expectations, and embedding AI Specialists into human teams. You'll see how AI Worker pick up real tasks, collaborate with people, and operate under the same governance as any new hire. Less theory, more show-and-tell from a team that runs this every day.
The CreatorCon Hackathon: You’re Invited!
The sky's the limit at the CreatorCon Hackathon. Teams of all types go head-to-head building apps that solve real world problems and this year, you've got options. Got a full night to hack? Our 8-hour format is your playground. Want to compete without clearing your whole evening? The new 4-hour format is designed for you. Any and all backgrounds and skills are welcome! You + the ServiceNow platform = unlimited brilliance! Required in-person registration opens 2 hours prior to start.
AI-Driven App Governance: Smarter, Safer App Delivery
Building the app is 10% of the effort. Everything after it is the other 90%. And with AI generating apps in minutes, that 90% is under more pressure than ever. This session gets specific on how App Engine Management Center is changing the way teams handle deployments, monitoring, and developer management: what's working today, what's coming next, and why the teams investing in governance now will be the ones moving fastest when AI-generated apps start flooding your environment.
A New and Easy Way to Build Analytical and BI Reports Using Live Connect (SQL API)
Do you need to build analytical or BI reports with your ServiceNow data using tools like Power BI? The new Live Connect (SQL API), available exclusively to RaptorDB Pro customers, provides ODBC and JDBC drivers that support pushdown SQL queries so you can securely retrieve only the data you need without the need to configure and manage mass data exports or temporary stores. With Live Connect you can bring your own analytics tools to ServiceNow and perform your BI in place. During this session, product management and engineering will provide demos and answer your questions.
Before You Code: Five ServiceNow IDE Features Every Developer Must Know
Join us to explore the 5 must-know features in the ServiceNow IDE that every developer and architect should understand before building apps. In this session, we will share how these features improve development speed, code quality, reuse, and collaboration. You will hear real usage scenarios for capabilities like script assistance, version control, testing tools, guided development, and intelligent search. Whether you are new to the IDE or transitioning from Studio, this session will help you start building with clarity and confidence.
Closing the Loop: Transforming Process Mining Insights Into Outcomes
Process mining has long promised transparency — but too often stops at insight. In this session, we’ll explore how the fusion of process mining and task mining finally bridges the gap between knowing and doing. Join us as we follow a real-world story: how an IT operations team used process mining on the Now Platform to uncover hidden delays, then zoomed in with task mining to surface workstation-level manual tasks, and finally applied Playbook automation to orchestrate fixes in real time. Attendees will learn to turn process mining insights into improvements with AI and Playbook automation.
Content Classification Chaos: Building a Taxonomy Assistant With AI Agents
Content sprawl got you down? Catalog items and Knowledge articles scattered with no rhyme or reason? We'll explore building an AI-powered taxonomy assistant using ServiceNow's AI Builder Agents—and what happens when theory meets reality. Whether you're curious about AI implementation, wrestling with content organization, or want to learn from bold experiments, you'll get honest insights about AI Agent capabilities, real-world lessons about what works (and doesn't), and strategies for taxonomy content classification with or without AI.
Data Products at the Edge: Building Composable Experiences With ZCC
Unlock the power of composable data experiences with Zero Copy Connectors (ZCC). This session explores how ZCC enables real-time, secure access to edge and enterprise data without replication, powering AI-native workflows and reusable data products. Learn strategies for building governed, scalable ecosystems that deliver faster insights and flexible integration across cloud, on-prem, and hybrid environments.
Driving Consumer Engagement With GenAI-Enhanced SMS on ServiceNow
We boosted consumer satisfaction using Generative AI with the Amazon SNS Spoke. Learn how we configured API-based SMS workflows to send, receive, and track messages and how GenAI crafts personalized responses to improve retention. See how agents detect delivery outcomes, trigger proactive outreach, and generate custom SMS content. Discover how to create a next-generation service experience on the Now Platform. Key Takeaways: Implement API-driven SMS messaging with Amazon SNS Generate tailored AI content using GenAI on ServiceNow Build smarter communication flows for real-time engagement
Empathy Engine: Humanising Incident Resolution With AI
In a world of automation and SLAs, empathy is often missing. This session introduces the Empathy Engine ,that uses Agentic AI GenAI and sentiment analysis to detect emotional tone in incident descriptions, suggest empathetic agent responses, and prioritize issues based on human impact not just SLA. Objectives: • Show how emotional intelligence can be embedded into ServiceNow workflows Key Takeaways: • Learn how to build emotionally aware workflows using AI agents and Now Assist • Understand the value of empathy in ITSM, HRSD, and CSM workflows
Guardians of the Platform: True Tales From Our Ownership Galaxy
Join Jerry and Ashutosh as they dive into the chaos every ServiceNow platform owner knows balancing speed, stability, and sanity. This isn’t another slide deck of best practices. It’s a storytelling session packed with real fails, hard-won lessons, and practical hacks. Learn how to say “no” without losing friends, align roadmaps, and future-proof your platform. Plus, discover why AI agents aren’t the enemy they’re your new best friends in platform leadership. Because every ServiceNow platform deserves its Guardians.
Onboarding Orchestration—From Zero to Automation in Three Days
There isn't any plug-in or Store App. The samples and libraries are for the wrong code base. The API error handling is opaque. Support doesn't have any suggestions and even the AI shrugs and says 'Good Luck!' This is the story of how we travelled from nothing to a library of low-code friendly orchestration flows on a high business value deadline. You'll learn about porting functions into ServiceNow. You'll learn how to model those functions into reusable low-code actions and sub-flows in Flow Designer. And you'll hear about all the lessons learned along the way.
Security Simplified: Built-In Controls You Didn’t Know You Had
Want to learn how platform security on ServiceNow has evolved beyond ACLs and manual workarounds? Join us to uncover the modern, built-in controls you might not even know you have. We’ll bust common security myths, show how features like “deny-unless ACLs” and security data filters replace old query rules, and reveal how to secure both human and machine identities with the latest toolset. Walk away with practical insights to modernize your security model and simplify protection—no extra plugins required.
Stop Writing Validation Code! Use OpenAPI to Guard Your REST APIs
Ever had an integration break because of a tiny payload mismatch? You’re not alone. Join us to see how OpenAPI validation can bring order to your inbound REST calls on the ServiceNow platform. Learn how to define, enforce, and evolve your API contracts without writing a single line of validation code. You’ll see how OpenAPI makes debugging easier, upgrades smoother, and integrations more robust. Whether you’re a pro developer or a low-code creator, you’ll leave with tools and examples you can start using immediately to save time and improve reliability across your ServiceNow ecosystem.
Building Connected AI Experiences: Stand Up the ServiceNow MCP Server and Light Up AI Interoperability
AI agents are powerful alone but transformational when they coordinate across your enterprise. In this hands-on lab, you’ll move beyond MCP & A2A theory to build your Agentic Fabric by setting up the ServiceNow MCP Server Console and shipping governed, production-ready tools. Learn how ServiceNow turns Agents, Skills, workflows, and APIs into secure, observable tools any MCP Client-enabled agent can invoke. By the end, you’ll have built real AI interoperability—perfect for admins, builders, architects, and developers.
Klepto-Coding: The Art of Stealing, and Other Secrets
If you want to unlock value and harness the power of the platform , all you need is… ONE CLICK! Join this session with EMEA 2025 Certified Master Architect and MVP, Philip Swann, and walk away with the pieces to your puzzle plus a pattern for any problem, all in your pocket. Shhh… don't tell everyone how easy it is!
One Skill, Endless Possibilities: Unlocking Now Assist’s AI Potential
Custom Now Assist skills are easier to build than you think—and more impactful than you realize. In this session, we’ll show how one custom skill transformed change request creation and saved significant time. Our Now Assist skill enables automation, eliminates redundant data entry, and dramatically improves accuracy and completeness. We’ll share why we built it, the results it delivered, and most importantly, how to identify when custom skills make sense for your organization. Leave prepared to identify and act on your organization’s most impactful AI skill opportunities.
Zoom in Zoom Out: The Simple Dashboard That Unlocked the Big Picture
If you are like me, you dread Stand-ups where half the time is spent hunting down status for stories. I realized the constant cycle of questions "How many stories are blocked?", "Who is it assigned to?" was a symptom of zero big picture visibility. My solution was a simple Platform Analytics Dashboard. Built on the fly, it uses simple filters and widgets to give an overall idea of Stories, Epics, tests, and defects. Anyone, even non-SN users, gets the full picture quickly! This helped meetings focus on removing blockers and measuring progress, not answering the same basic questions.
Populating Service Catalog Requests With AI Automation
In this show and tell from ServiceNow community practitioners, we'll demonstrate how AI and contextual automation can interpret a user's natural language request, identify the right catalog item, and pre-fill relevant variables. After the demo, practitioners can share how they are simplifying catalog experiences and exploring AI-driven automation. A user group experience live on the expo floor with practitioners talking through real problems together.
A Conversation With WomenNow Leaders: The Unspoken Power of Women’s Soft Skills
Success in tech isn't just about knowing the code. It's about knowing people. In this open discussion with the WomenNow leadership team, we'll reframe soft skills as the keys to career advancement and influence. Discover how women at every level can use emotional intelligence, adaptability, and communication to lead teams, drive innovation, and build meaningful careers. Through real-world examples and practical advice, this session will help you recognize and elevate your natural strengths as powerful assets for success in any role.
The AI Governance Gap: Architecting a 'Compliance-First' GenAI Roadmap
Many organizations are stuck in the "Pilot" phase with GenAI because they lack a strategic framework to manage risk. We will discuss how to move from tactical AI experiments to a scalable, enterprise-wide strategy. The conversation will focus on: 1. Integrating Agentic AI with Integrated Risk Management (IRM) to ensure "Compliance by Design." 2. Moving beyond the hype to define measurable business value in highly regulated sectors (e.g., Banking). 3. The Architect’s role in bridging the gap between technical capability and executive-level risk appetite.
CSDM Adoption: What's Actually Working?
In this facilitated discussion led by ServiceNow community practitioners, we'll have an honest conversation about where data foundations break down in practice, what shortcuts teams take that come back to haunt them, and what it actually takes to get from messy CMDB data to a usable service model. A user group experience live on the expo floor with practitioners talking through real problems together. You'll leave with honest patterns for closing the gap between your CSDM target state and reality.
Ask the [Developer] Advocates!
Come hang out with the ServiceNow Developer Advocates for a laid-back AMA (Ask Me Anything) all about the dev life. Join the team for a lively conversation, pick up some insider tips, and stick around for photos after.
CreatorCon Crew Social: Where First-Timers Find Their People
First time at CreatorCon? Make your first move a good one. Stop by the CreatorCon Crew Social to meet Community Experts who've been exactly where you are. Get information on can't-miss activations, tips for making the most of your time on the show floor, and, most importantly, find your people before the week kicks off. Walking into CreatorCon with a crew makes all the difference.
A User Group Roundtable: How to Build a Local ServiceNow Community
Local ServiceNow User Groups are where the real conversations happen and this session is your invitation to be part of one. Whether you're starting from scratch, trying to grow what you've built, or simply looking to get involved in your city, join a facilitated roundtable with experienced organizers and community leaders who've been there. Small-group discussions cover everything from sponsorships and event logistics to membership and networking.
The CreatorCon Hackathon—Crowning a Champion
While most people spend their first conference evening hunting for the best afterparty, Hackathon teams chose chaos. Real-world problems. Tight deadlines. Questionable amounts of caffeine. During this session, we reveal who built the most creative, impactful solutions under pressure and crown the winners of the 2026 CreatorCon Hackathon.
Agents With Attitude
AI is giving main character energy, but does that sass solve problems? Join ServiceNow MVPs Anders Figenschow, Philip Swann, and Carleen Carter for an interactive roundtable to challenge your AI fears head-on. Learn from our experiences building and interacting with AI Agents and discover how we maximized value with strategic decision-making and hand-crafted frameworks. Together we'll discuss pain points like identifying genuine AI value, building foundations (data, processes, and use cases), and staying relevant in an AI world. You'll leave with new ideas, connections, and inspiration!
Staying Upgrade-Ready: Managing Plugin Updates and Skipped Records in ServiceNow
ServiceNow platform teams often face challenges when activating plugins, managing skipped update records, and maintaining upgrade readiness in highly customized enterprise environments. In this facilitated discussion, practitioners will share real experiences with planning plugin updates using an agile approach, resolving skipped records, and implementing strategies to keep instances current without introducing instability. The group will explore governance practices, practical troubleshooting techniques, and lessons learned from maintaining long-term platform health.
The CreatorCon Hackathon—Team Formation and Registration
The CreatorCon Hackathon needs you! This isn't just for developers: any background, any skill set is welcome. In fact, a well-rounded team is often the key to success! During this session, happening right before the Hackathon starts, we'll help you find your squad (up to five members per team) and get you registered. Make sure you add the actual CreatorCon Hackathon to your agenda as well so you don't miss a thing!
Just Because You Can Customize Doesn't Mean You Should
In this facilitated discussion led by ServiceNow community practitioners, we'll explore the platform areas that should rarely (or never) be customized, sharing real-world experiences where customization created long-term maintenance challenges, upgrade pain, or technical debt. A user group experience live on the expo floor with practitioners talking through real problems together. You'll leave with practical insights to recognize risky customizations and make better long-term architectural decisions on the platform.
Five Design Principles for Upgrade-Ready ServiceNow Solutions
In this show and tell from ServiceNow community practitioners, we'll introduce five practical design elements to assess solution quality before implementation: performance, security, manageability, user experience, and upgradability. We'll share real enterprise challenges where customization choices affected platform health and explore strategies to reduce technical debt and build scalable, upgrade-ready solutions. A user group experience on the expo floor with practitioners talking through real problems together. 15 seats — first come, first served.
Automation Debt: When Your Flows Become the Problem
In this facilitated discussion led by ServiceNow community practitioners, we'll tackle what happens when automations are undocumented, ungoverned, and breaking in unexpected ways. We'll discuss automation lifecycle, flow governance, when to end an automation instead of fixing it, and how to avoid building more technical debt. A user group experience on the expo floor with practitioners talking through real problems together. You'll leave with warning signs that your automation footprint is becoming a liability and approaches to managing it. 15 seats — first come, first served.
Make Clear and Maintainable Design Decisions in UI Builder
In this show and tell from ServiceNow community practitioners, we'll walk through architectural and design decisions behind a complex UI Builder implementation to jumpstart group discussion. We'll cover trade-offs between out-of-the-box and custom components, limitations that shape technical choices, and how to architect for extensibility. A user group experience on the expo floor with practitioners talking through real problems together. You'll leave with practical, experience-based design considerations for your own UI Builder solutions. 15 seats — first come, first served.
Build Engaged ServiceNow Communities Across Borders
Join ServiceNow community practitioners for a peer connection session on the real challenges of building and sustaining local communities. We'll share how to attract members and keep them coming back, maintain engagement when participation fluctuates, and what's worked across different markets, cultures, and languages. A user group experience on the expo floor with practitioners connecting over shared experience. You'll leave with practical, experience-based insights into building engaged ServiceNow communities. 15 seats — first come, first served.
Rockstar Project Management Using ServiceNow SPM
In this show and tell from ServiceNow community practitioners, we'll explore how ServiceNow SPM can help you handle project management like a rockstar — aligning portfolios with business strategy, prioritizing investments with data-driven insights, and improving visibility across demand, projects, and outcomes. A user group experience on the expo floor with practitioners talking through real problems together. You'll leave with a practical understanding of how to enable enterprise-wide portfolio and project decision-making with ServiceNow SPM. 15 seats — first come, first served.
Building a Career in the ServiceNow Ecosystem With Women and Allies
Join ServiceNow community practitioners for a peer connection session on the realities of building a career in the ecosystem as women and allies. We'll discuss career transitions into ServiceNow, navigating role changes, finding mentorship, and identifying opportunities for growth. A user group experience on the expo floor with practitioners connecting over shared experience. You'll leave with insights and connections, especially for those coming from nontraditional paths. 15 seats — first come, first served.
Designing ServiceNow for a Mobile, Low-Connectivity Workforce
In this show and tell from ServiceNow community practitioners in the transportation industry, we'll explore how to design ServiceNow for a workforce that operates in offices, airports, hangars, and in the sky. We'll tackle low-connectivity environments, mobile employees, and complex operational workflows. A user group experience on the expo floor with practitioners talking through real problems together. You'll leave with practical patterns for frontline and in-transit employee experiences in aviation and similarly complex environments. 15 seats — first come, first served.
Think Like AI: A Framework for Smarter Problem-Solving
In this facilitated discussion led by ServiceNow community practitioners, we'll work through a 5-layer diagnostic framework echoing how AI works — from symptom all the way down to data — and have an honest conversation about how you actually troubleshoot versus how AI approaches the same problem. A user group experience on the expo floor with practitioners talking through real problems together. You'll leave with a 5-layer framework you can use immediately and a new way of thinking about how you solve problems on the platform. 15 seats — first come, first served.
Connecting External AI to ServiceNow With an MCP Server
In this show and tell from ServiceNow community practitioners, we'll do a live walkthrough of setting up an MCP server that connects an external AI client to a ServiceNow instance — covering config, authentication setup, which skills to expose as tools, and the gotchas around token consumption, pagination, and session management. A user group experience on the expo floor with practitioners talking through real problems together. You'll leave with a practical understanding of how to connect external AI agents to ServiceNow using native MCP. 15 seats — first come, first served.
AI Governance for Architects: Navigating the Growing Toolset
Join ServiceNow community practitioners for an architecture-focused peer connection session on how CTAs and CMAs are governing their environments as AI automation tools multiply, and the impacts on development. A user group experience live on the expo floor with practitioners talking through real problems together. You'll leave with perspectives on AI governance and practical uses of AI within your development team. Limited to 15 seats. First come, first served.
The Platform Firefighter's Roundtable: Battle Stories and Hard-Won Solutions
Mysterious performance issues, integration failures, scaling bottlenecks, and 3 AM production bugs. We've seen it all. Join Carleen Carter and other ServiceNow MVPs for an interactive roundtable where we'll share challenging firefighting experiences and the scalable solutions we built from the ashes. Bring your toughest platform stories and leave with actionable insights, new connections, and proven patterns for building resilient applications. We welcome developers and architects of all skill levels!
Quiz and Conquer: The Wild Ride of AI in ServiceNow
Think you’ve mastered ServiceNow AI? Time to prove it! Join this interactive trivia challenge where fun meets learning as we journey through the evolution of AI—from Predictive Intelligence to GenAI, Agentic AI, Now Assist, and Build with BuildAgent. Each question unveils a story behind ServiceNow’s AI innovations, exploring real-world use cases, smart automation, and the future of intelligent workflows. Expect a mix of history, practical tips, quick demos and insightful takeaways. Compete, learn, and leave inspired to build the next wave of AI-powered experiences on the Now Platform!
Are You Smarter Than a Jr. Developer?
Want to learn about the ServiceNow platform while participating in a friendly competition to determine if you are smarter than a Jr. developer? In this session we mimic the memorable 'Are you Smarter than a 5th Grader' game show to ask performance based, knowledge based as well as scripting questions to determine who knows the platform the best.
Robinhood's Playbook: Scale Fast, Stay Lean
Robinhood serves 27 million customers with just 4,000 employees. ServiceNow is one reason they stay lean at scale. By bringing IT and business services together on one platform, the company uses ServiceNow AI to deliver a self-serve employee experience that resolves most requests without human intervention. Faster service, fewer interruptions, and teams focused on high-value work. Learn how Robinhood automates work across IT, HR, legal and beyond, onboards acquisitions fast, and proves you can grow the business without growing the org chart.
From Pilot Purgatory to Real ROI: What's Actually Working for You?
If 80% of AI projects fail at twice the rate of traditional initiatives, what separates organizations that break through? Bring your experience — whether you're stuck in pilot mode, quietly scaling wins, or rethinking your AI strategy entirely. Together we'll explore: How are you converting efficiency savings into innovation fuel? Where have people and process — not technology — been your real barrier? What does bimodal execution look like inside your organization? You'll leave with peer-tested ideas, shared frameworks, and honest perspectives. This Exchange Suite picks up where The Bi-Modal ROI of AI theater session left off. If you haven't attended that session yet, we recommend starting there — then come here ready to dig in with your peers. Can't catch the theater session first? No problem — we'll open with a quick recap before diving into the discussion.
CMDB Health: Establishing the Trusted Data Foundation for AI Success
As the AI era emerges, reliable data has become the cornerstone for successful AI-driven solutions. Huntington Bank has focused on data governance for the last decade to support an aggressive growth model. By leveraging CMDB Health to establish key data controls and CMDB Data Manager to automate data lifecycle management, they have been able to distribute data ownership across teams and achieve a 99% CMDB Health Score. Join this session to learn how the Huntington team has increased accuracy, established controls, and removed silos to lay the foundation for a successful AI revolution.
How Bell Canada Is Transforming Customer Experience with AI
When a customer reaches out — already close to their breaking point — the last thing they should encounter is a team buried in administrative overhead. For Canada’s largest communications company, handling 38 million customer interactions every year across contact centers and a field service organization of over 12,000 technicians, that was reality. Intake bottlenecks, manual dispatch processes, and hours lost to case documentation were stealing time from the conversations and resolutions that mattered most. Bell Canada didn’t just fix the process — they reimagined it with AI. ServiceNow AI Agents now automatically create, validate, populate, and route escalation cases the moment they arrive, delivering 25% faster response times and 90% accuracy on AI-assisted cases. Join speakers from Bell Canada, Ateko, and ServiceNow SMEs for a candid peer conversation about what AI-driven customer experience transformation looks like at scale — what worked, what didn’t, and what they’d do differently.
Venue to City: What Does Intelligent Operations Look Like at Your Scale?
Whether you manage a venue, campus, or city, the core challenge is the same — siloed systems, fragmented data, and operations that react instead of predict. Bring your real-world experiences as we explore: What's the biggest barrier to unified, intelligent operations at your scale? Where have agentic AI or integrated workflows created genuine impact? What would it take to move from isolated innovation to a true intelligent command center? You'll leave with shared frameworks, peer insights, and practical first steps tailored to your context. This Exchange Suite picks up where The Intelligent Command Center Advantage: How Intelligent Spaces Unlock Enterprise Performance theater session left off. If you haven't attended that session yet, we recommend starting there — then come here ready to dig in with your peers. Can't catch the theater session first? No problem — we'll open with a quick recap before diving into the discussion.
Automation vs Augmentation. What Is Actually Working
You just heard a new model for human and AI performance. Now let’s pressure test it. Most organizations are somewhere between automation and true human plus AI collaboration. The question is not where you want to be. It is where you actually are and what is getting in the way. This roundtable is a candid discussion with leaders navigating the same shift. No slides. No posturing. Just an honest look at what is working, what is stuck, and what needs to change to move from incremental gains to real performance transformation. This Exchange Suite picks up where The Human and AI Performance Blueprint theater session left off. If you haven't attended that session yet, we recommend starting there — then come here ready to dig in with your peers. Can't catch the theater session first? No problem — we'll open with a quick recap before diving into the discussion.
Context Engine and Context Layer: What Is It and Why Does It Matter?
Everyone's talking about semantic layers and context — but what do these terms actually mean? Join us to break down context layers, semantic layers, and ServiceNow's cognitive intelligence vision — how they relate, how they differ, and how they give AI agents the business context they need. Bring your questions and let's explore together.
From Napkin to Prototype With Figma Make
Every great product started as a messy napkin sketch. At ServiceNow, we believe great ideas can come from anywhere and anyone. In this hands-on lab, you'll experience that first hand. Sketch your boldest design idea on a cocktail napkin, then watch AI transform your scribble into a clickable prototype in a few minutes using Figma Make—an AI-powered tool that helps you explore ideas visually. No design skills required—just a Sharpie and an idea. This isn't a session you watch. It's one where you make. Laptops required. Participants will need to create a free Figma Make account during session.
Master Hardware Asset Lifecycle Management With Agentic AI
Your stockrooms are a black hole. Laptops collecting dust, duplicate purchases, zero visibility. Bring your laptop to this hands-on lab and learn how to take control with ServiceNow Hardware Asset Management. Whether managing laptops, routers, or data centers, you’ll get practical experience managing the complete hardware lifecycle, from procurement to disposal. Walk away with skills to master inventory down to the bin level, automate tasks with AI agents, and deliver hardware faster. No spreadsheets. No guessing. Just results.
Driving Growth After Go-Live: GE Vernova & Ministry of Defense Singapore
Deployment is just the beginning. The real opportunity for most organizations lies in what comes next— ensuring the people, processes, and governance structures are in place to drive meaningful, sustained adoption long after go-live. In this session, platform leaders from MINDEF and GE Vernova share the unfiltered reality of what it takes to move from a successful implementation to enterprise-wide adoption — including the breakthroughs, the lessons learned, and how ServiceNow Impact helped turn strategy into measurable outcomes.
Boost Platform Health and Adoption With Impact
Learn how to set up the Impact store app from the ground up. Step through our guided setup, get a brief tour of the core areas - Capabilities map, Value Management, etc. and then deep-dive into Platform Health. You'll scan an entire instance for technical debt, prevent problems in real-time before they impact users, and use AI to fix issues instantly. By the end, you'll have a working Impact setup and the confidence to maintain platform health going forward. What you'll do: Guided setup for Impact • Explore Impact core areas • Configure Platform Health • Scan for issues • Prevent and fix problems with AI
Take Control of AI With AI Control Tower—Intake to Governance to Deployment
This workshop introduces the ServiceNow AI Control Tower Solution, focusing on several AI asset functions and intermediate concepts of AI risk management. This lab with start with foundational elements like AI systems' metrics, AI strategy, Value & Adoption, Risk & Compliance, and Security & Privacy. As the lab continues, you will progress through an AI asset lifecycle to process, review, & govern AI systems responsibly.
From Complexity to Clarity: The Quantum-AI Convergence
Panel Discussion: As data complexity grows and machine autonomy expands, classical computing is hitting its limits. Quantum is no longer a distant frontier, it's a strategic imperative. Integrating quantum with AI could unlock new levels of optimization, security, and intelligent decision-making. In this K26 discussion, leaders from ServiceNow and AWS explore the quantum-AI convergence and what it means for enterprises ready to lead with resilience, trust, and bold, data-driven transformation.
Agentic AI at Hitachi: From Pilot to Globally Scaled Self Service On ServiceNow
Beyond hype: Step into Hitachi’s Agentic AI journey, where ServiceNow and Accenture partnered to deliver a Now Assist ecosystem with 50+ Agentic AI workflows, realizing 100k+ hours of productivity gains. This session shares the journey from pilot to platform, the tangible value across IT, HR, and Finance, and the specific lessons that maximized organizational trust and adoption. Attendees will learn our blueprint to replicate and scale an AI Control Tower and Agentic AI in their own organization from the world's most advanced Now Assist example, preparing them for an autonomous future.
From Badges to AI Agents: The Future of Access on ServiceNow
For years, ServiceNow® has transformed how organizations manage people, places, and spaces through Workplace Service Delivery. Yet Physical Security has remained disconnected. This is the ServiceNow moment for physical security. Discover how Guardian AI Agents, built on the ServiceNow Platform, connect digital identity with physical access. Using Now Assist, AI Control Tower, and Agentic AI Fabric, organizations can automate badge provisioning, visitor and contractor onboarding, real-time access updates, and compliance—delivering seamless, secure workplace access.
AI Agents and Field Operations at Scale: Bell Canada's Approach
Bell runs one of Canada's largest field service organizations, with over 12,000 technicians handling more than 10,000 tasks daily. When manual operations and dispatch processes couldn't keep up, they rebuilt them on ServiceNow. In this session, Bell's field service leadership will share how they deployed AI-powered schedule optimization to automate field operations and increase workforce productivity, and how they solved the complexity of dispatching at scale. Attendees will leave with a concrete view of what it takes to run agentic workflows and redesign field dispatch operations.
OCM and Governance: The North Star for Any Implementation
Successful ServiceNow implementations don’t encounter challenges because of technology—they stumble because people and processes aren’t aligned. This workshop explores how strong governance and proactive organizational change management (OCM) serve as the true North Star for every implementation. Through scenarios and guided discussion, participants will learn how to structure governance frameworks, plan end-user training, and build adoption strategies. Platform owners, project leads, or implementation partners, will walk away with practical tools and insights to turn change into momentum.
ServiceNow EmployeeWorks: Design and Deploy Tools Across Business Applications
Work doesn't live in one system, and your AI automations shouldn't be limited to one either. In this hands-on lab, you’ll architect and build tools that can search and act across external business applications using your AI Assistant, available in ServiceNow EmployeeWorks, Teams, Slack, and web. You’ll configure connectors, define the logic, enforce permissions, and test your tool through natural language. By the end, you'll have built cross-system tools and a repeatable blueprint for deploying more.
Workflow Studio: One-Stop Workflow Automation Hub Empowered With AI
Back by popular demand, our K24 and k25 lab returns with fresh insights and hands-on exercises! Dive into Workflow Studio, a unified, all-in-one solution. Seamlessly integrate Flow Designer, Playbook Designer, Decision Builder, and new Trigger Designer, all with Now Assist for real-time support and GenAI for fast automation. Collaborate easily and access actionable insights from customisable dashboards. Tackle complex scenarios with AI-powered Conversational Flows and Actions for intuitive, next-gen automation. Don’t miss this chance to elevate your automation skills with Workflow Studio!
How to Build and Integrate Custom AI Experiences Directly Into Your Workflows
Go beyond the out-of-the-box, and learn how you can build your own custom AI experiences within Now Assist Skill Kit! We will go through the complete process - including writing an incredible prompt, connecting your data to the AI skill, and finally, deploying your custom AI skill into a ServiceNow workflow.
Build an AI Agent That Can Reason and Take Action to Automate Your Organization
ServiceNow's AI Agents are designed to work autonomously in the background, handling tasks on behalf of your service experts. Learn how to build an advanced AI agent that automates decision-making and manages routine tasks for your organization.
Connect ServiceNow AI Agents to an External Intelligent, Agentic Ecosystem
Learn about the key components of AI agent interoperability, featuring both agent-to-tool and agent-to-agent connections. With ServiceNow at the center, get hands-on with implementing both the Model Context Protocol (MCP) client and ServiceNow AI agents as a client in the Agent2Agent (A2A) protocol.
Inside the Black Box: Troubleshooting and Debugging AI Agents at Scale
As AI agents become increasingly embedded in products, platforms and workflows, ensuring their reliability, transparency, and performance is more critical than ever. This hands-on lab equips participants with practical tools and frameworks to evaluate, troubleshoot, and debug AI agents across various stages of agentic development and deployment.
Developer Sandboxes: Conflict-Free Development, Agentic by Design
In this hands-on workshop, you'll get your own dedicated Developer Sandbox on the Now Platform and experience firsthand how isolation transforms the way you build. No more stepping on each other's toes - spin up your environment, make changes, and see how your work stays completely separate from other developers on the same instance. From there, you'll explore and try agentic features safely in your own space, before walking through your options for merging and publishing changes when you're ready to ship.
The Autonomous CISO Roadmap: Exposure, Response, Identity, Risk
Most security teams aren't losing to bad tools; they're losing to fragmentation. Alerts disconnected from identity. OT assets outside the security picture. Manual work AI should be finishing. This session shows how ServiceNow closes those gaps; when your CMDB, identity layer, and OT environment live on one platform, not separate integrations you manage around. We'll cover what Veza brings to identity entitlement visibility, how Armis extends coverage to cyber-physical systems, and where AI Specialists fit: triaging alerts, enriching context, and closing work without human handoffs.
Hands-On AI: Crafting an Engagement Layer That Works for Agents
Join this interactive lab to build an AI assistant that sits seamlessly between your agents and their workflows. We’ll walk through configuration patterns, engagement design, and guardrails to ensure your AI layer delivers value immediately. By the end, you’ll have a fully functional prototype that helps agents stay efficient and human-centered.
Flow Like a Pro: Master Real-Time Data to Build Flows That Work
Ever wonder why your flow isn’t working like you expected? In this hands-on lab, we’ll dig into how Flow Designer really handles data behind the scenes. Learn when pill values refresh (and when they don’t), how GlideRecord data can quietly go stale, and how to debug issues that slow you down. Through real-world examples, you’ll leave with a stronger grasp of how to build reliable, real-time flows that do exactly what you intended—no surprises.
AEMC and Release OPs: How to Build a Pipeline and Migrate From AEMC
Are you ready ready to level‑up to ReleaseOps for broader coverage of scopes and code for richer controls, and scale. In this session, we’ll build a brand‑new ReleaseOps pipeline by defining environments, approvals, and change integration gates, then show, step‑by‑step, how to transition safely from your existing AEMC pipelines.
Commit Gen(AI)ie: From Idea to Code Push, the Code That Deliver Itself
Commit Genie: From Idea to Push, the code that generates and pushes to repository itself. Objective: To revolutionize software development through an autonomous AI agent that writes, refines, and pushes code seamlessly. Commit Genie integrates with DevOps pipelines, automating code generation, documentation, and CI while maintaining quality and security. It learns from coding patterns to improve efficiency and consistency. Key Takeaways: Automates coding and repo management Integrates into workflows Boosts productivity and reliability
Click Less, Configure More: UI Interactions in Action
In this lab, we will walk through real-world scenarios showing when and why to use UI Interactions — and how they differ from Declarative Actions and UI Actions. Learn how to encapsulate logic, scripts, and custom UI into reusable components that trigger anywhere on the platform, no page ownership required.
AI Voice Agents 101—Configuring Your First Voice Agent
In this hands-on session we will focus on the administration of AI Voice Agents. You will learn about the architecture of AIVA and the tools available for each voice agents to utilize. You will activate an OOB AI Voice Agents that resolves tasks via the telephony channel. Along the way you will become familiar with the AI Agent Studio, customizable voice service preferences, caller authentication, and fall back actions. Finally, put your voice agent to the test - have a live conversation and see if you can stump the agent you just created.
From IT to Enterprise Risk: Rebalancing IRM Foundations for the Future
ServiceNow IRM, initially implemented for IT Risk, required enhancement to support Enterprise Risk Management (ERM). The goal was to unify users, data structures, and workflows under a consistent enterprise framework to enable cohesive data aggregation and reporting. The ERM implementation needed to minimize disruption to existing processes while delivering a flexible, scalable solution that supports cross-team collaboration and lays the foundation for AI-enabled risk management in the future.
Mastering MCP: Agentic Workflows, Registry‑Driven Trust and Enterprise Governance
MCP is evolving from a protocol into an enterprise foundation for agentic AI. In this hands‑on lab, participants use the MCP Client and the newly launched ServiceNow MCP Registry to build agentic workflows, connect to external MCP servers, and establish registry‑driven trust, discovery, and governance using Workflow Data Fabric.
Securing Your AI Agent
This hands-on lab is designed for developers, admins and tech enthusiasts interested in AI security. You’ll learn how to protect your AI Agent by understanding and setting up Access Control Lists (ACLs), managing user identities, and applying role masking. Step-by-step exercises will help you avoid common mistakes and confidently configure security settings that keep your AI safe and working as intended. By the end, you’ll have practical skills to control who can access your AI Agent and what actions they can perform, making your AI projects more secure and reliable.
Hands On With Knowledge Center’s Tools to Improve KB Health and Knowledge Consumption Success
Discover how Knowledge Center and it's Advanced AI powered tools can help you improve your Knowledge content. In this lab, you’ll learn how the newly released Knowledge Center and Enhanced Content Editor help Knowledge owners administer and improve the quality and overall health of knowledge content, essential to AI data readiness and search success. Dive into hands-on exercises to reduce article build time, increase quality, close gaps and remove duplicates. Walk away equipped to build AI-powered article scans to improved experience for all your knowledge users and stakeholders.
Taming Software and Cloud Costs With SAM, CCM, and Agentic AI
Here's the thing: many IT leaders juggle software licenses or subscriptions in one system, and cloud expenses in another, creating blind spots that cost millions. Join this hands-on lab to learn how to improve governance over your software and cloud assets with ServiceNow Software Asset Management and Cloud Cost Management. Deep dive into the workspaces, workflows, and AI agents built to help reclaim licenses, right-size cloud resources, fortify cybersecurity, and drive SAM, FinOps, and Cloud+ excellence. Plus, learn how to tackle spend management for your growing list of AI services.
Taming the Wild West: Access Controls and Guardrails for Agentic AI
As AI agents scale across support, automation, and dev tools, risks like prompt injection, PII leaks, and offensive outputs emerge. This session outlines a systems approach using least-privilege access, data redaction, runtime guardrails, and audit tools to ensure safety. Attendees—AI PMs, platform engineers, and security architects—will learn practical patterns for building resilient agents, including access controls, injection defenses, safety classifiers, and deployment metrics.
Fast-Track to Value: Delivering ServiceNow AI Results in One Focused Workshop
In this hands-on lab, we’re going to take you from zero to getting real, hands-on AI results in ServiceNow. Basically, we’ll walk you through how to turn on, fine-tune, and use a variety of AI skills and workflows, such as summarization, email generation, and resolution plans. By the time we’re done, you’ll have what you need to start making a real impact. It’s all about leaving with practical know-how in just one focused workshop.
Empower Team Collaboration: Unlock New CWM Innovations and AI-Powered Capabilities
In this hands-on lab, master the newest innovations with Collaborative Work Management (CWM). Explore how Connected Work can consolidate platform-wide tasks into unified boards, bridge team-level agile planning with Enterprise Agile Planning for scaled execution, and harness Gen AI to generate stories, acceptance criteria, and documentation while automatically creating actionable tasks. Gain practical experience with customizable boards, AI-assisted formula columns, collaborative docs, and intelligent automations to enhance team productivity and deliver measurable business value.
From Ask to Action: Building the AI Front Door With ServiceNow EmployeeWorks
Employees lose hours every week searching for answers, chasing approvals, and stitching work across systems. Other AI tools can find information, but still leave the work unfinished. In this hands-on lab, experience ServiceNow EmployeeWorks is AI that doesn’t just talk, it works. See how a single ask turns into real progress as work runs end to end across systems and departments. While AI handles the busywork, employees get clear prompts and guidance to apply their expertise where it matters most—anywhere they work, with zero context-switching.
ITOM Lab: Reduce Unplanned Outages and Incidents With ITOM Visibility
Master ITOM Visibility in this hands-on lab. Explore native/third-party discovery, service mapping, and AI-driven analytics for comprehensive infrastructure insights. Learn to auto-detect dependencies, map critical services, and leverage ML features that accelerate incident resolution while advancing toward autonomous IT. Hands-on exercises cover: Discovery Admin Workspace essentials, bootstrap discovery via Infoblox IPAM integration, and auto-discover certificates with MS Teams alerts plus AI agents for automatic renewal. Reduce manual effort and gain predictive, self-optimizing operations.
AI-Powered Security Exposure Management (USEM)
This workshop introduces Unified Security Exposure Management (USEM)—ServiceNow's AI-enhanced solution for managing vulnerabilities, misconfigurations, and cloud/container exposures in one system. Participants will explore how USEM consolidates configuration, reporting, and remediation workflows across all exposure types, while leveraging AI to accelerate prioritization. Through hands-on activities, attendees will use the Security Exposure Management Workspace to gain visibility, prioritize exploitable risks, streamline remediation, and operationalize standardized configurations.
ITOM Lab: Transform IT Operations From Reactive to Proactive With AIOps
Experience hands-on how AIOps revolutionizes IT operations. Master event management and health log analytics using AI and machine learning to shift from reactive firefighting to proactive problem prevention. Discover how ITOM provides the essential foundation for deploying agentic workflows and achieving autonomous IT. Learn to identify incidents before they impact users, automatically correlate events, and enable AI agents to resolve issues independently. Learn how intelligent automation reduces noise, accelerates resolution, and empowers your journey toward self-healing IT operations.
Service Operations Lab: Reduce Human Touch and Outages With a Single Platform
Experience how Service Operations unifies ITSM and ITOM on one AI-powered platform to drive towards zero controllable outages. Learn how native integrations create seamless data flow, eliminating manual handoffs and empowering teams with shared, real-time intelligence. See how automated workflows, predictive analytics, and AI-driven remediation deliver self-healing operations that detect, diagnose, and resolve issues before users are impacted, keeping services continuously available.
Design Faster, Smarter: Prototyping With Horizon, Figma, and AI
Too often, creators spend hours building complex solutions only to discover they weren't even solving the right problem. In this hands-on lab, participants will learn how to leverage tools like Horizon, Figma, and AI to explore what’s possible and pressure-test ideas before investing in implementation. Guided through a real-world scenario, attendees will leave with a working prototype and a repeatable workflow that can reduce time spent on rework and help improve adoption. Laptops required.
Demo - Zero-Touch IT Support: AI Specialists, Self-Service, and DEX
IT ticket volumes are up 20% year over year—and traditional support models weren't built to keep up. Zero-Touch Support on the ServiceNow AI Platform changes that. AI Specialists resolve incidents end-to-end, omnichannel self-service deflects up to 40% of tickets before they reach the desk, and Digital End-user Experience (DEX) proactively fixes device issues before employees even notice. See how ServiceNow drives IT from reactive support to full autonomy.
Now Assist for Service Graph Connectors
With complex IT environments, maintaining a clean and accurate Configuration Management Database (CMDB) is critical, and this depends heavily on reliable data ingestion via Service Graph Connectors (SGCs). However, when ingestion issues occur, diagnosing and fixing them often requires deep expertise and time-consuming manual effort. This hands-on lab introduces Now Assist for Service Graph Connectors, which brings AI-powered diagnostics and troubleshooting designed to simplify and accelerate the resolution of SGC errors. By using real-time AI diagnostics, plain-language error explanations, and contextual recommendations, Now Assist for SGC empowers users of all levels to quickly understand and resolve SGC issues without having to deep-dive into logs or documentation.
Unlocking Predictive IT Operations Through Data-Driven AIOps Adoption
In our mission to modernize IT operations, Huntington reimagined monitoring as a predictive, data-driven ecosystem. By integrating AIOps with intelligent metrics, anomaly detection, and adaptive thresholds, we turned fragmented monitoring into proactive insight. This foundation now evolves toward Agentic AI—where systems learn, adapt, and act autonomously—creating a resilient, scalable model that delivers faster, smarter, and self-healing IT operations across the enterprise.
ServiceNow Certified System Administrator (CSA) Exam Prep and Success Tips
This Interactive session is designed to prepare you for the ServiceNow Certified System Administrator exam. We will review key topics from the ServiceNow Administration Fundamentals course, highlight areas to focus on ramping up and preparing for the exam, discuss exam preparation strategies, take part in quizzes to test your knowledge, receive guidance on exam logistics, and have your questions answered directly by an instructor. This session is perfect for anyone planning to take the exam soon or seeking a confidence boost before attempting it.
How Ricoh Is Transforming Its Customer Experience With ServiceNow
Enterprise transformation today is defined by execution at scale. As Ricoh EMEA repositions around Intelligent Work, it must balance growth, legacy simplification, cost efficiency, and experience excellence across a complex landscape. This session explores the strategic and operational levers enabling that shift - and what it takes to modernise with commercial discipline and measurable impact.
Welcome to Agentic Business
AI got brilliant fast. But brilliant isn't enough when most enterprises are sitting on a patchwork of disconnected systems. Only ServiceNow combines AI that thinks with workflows that act, across every corner of your business. Join Bill McDermott, ServiceNow Chairman and CEO, and special guests to see how the world's leading companies are moving from AI chaos to control.
Faster to Care: Reimagining Physician Onboarding With AI and ServiceNow
Healthcare organizations face mounting pressure to bring physicians to patients faster while maintaining quality and compliance. This session explores how ServiceNow® and AI can streamline provider onboarding—from credentialing to IT setup—to cut delays and reduce administrative burden. See how leading systems are using AI agents, workflow automation, and data-driven orchestration to create a more efficient, human-centered onboarding experience that improves both workforce readiness and patient access.
Scale Enterprise Adoption With Platform Adoption Services
Want to drive your enterprise adoption further? Join this session to get detailed insights on the various adoption tools available in ServiceNow Platform. Watch us showcase the capabilities to enhance system-wide guidance, create onboarding patterns and raise feature awareness across end users.
Spend Clearly AI
In this session, we introduce Spend Clearly AI, an AI agent that helps users quickly understand their budgeting data in ServiceNow®. Instead of navigating reports, tables, or dashboards, users can ask questions in natural language and get clear answers about their budgets. Spend Clearly AI allows regular finance users to access the information they need without learning the technical details of the system, such as table structures or data models. By making budgeting data easier to understand, the agent helps teams make better, more informed budgeting decisions.
Show Me the Money: Using AI to Transform Risk From Financial Burden to Benefit
Modern IRM platforms have come a long way, yet governance functions often struggle to convert operational insight into strategic influence that shapes capital allocation. This session explores how ServiceNow® and its structured cross-domain data can act as the orchestration backbone of a capital feedback loop when paired with financial modelling and mitigation simulation tools such as X-Analytics. We will use Cyber-based economic insights and real world outcomes to show how governance, economic modelling and AI can work together to reposition risk from cost centre to capital-aware contributor.
Trust at Scale: Governing AI, Cyber Risk and Emerging Technology—From City Hall to Global Capitals
Governments face a defining tension: Move fast enough on AI to stay relevant, or slow enough on risk to stay trusted. This session argues you don't have to choose. ServiceNow's Head of Government Affairs & Public Policy, Combiz Abdolrahimi, joins the Lieutenant Governor of Nevada and technology policy leaders from the U.S. and abroad to explore how governments can scale AI responsibly—without sacrificing security, accountability, or public trust. The conversation will tackle the hard problems: unified visibility across IT, OT, and IoT; resilient, citizen-centered digital services; and the policy frameworks that make agentic government actually work. Grounded in ServiceNow's Blueprint for Agentic Government, attendees will leave with a clear picture of what a unified trust engine looks like in practice — and what it takes to get there.
Call My Agent: Demystifying AI Agents in ServiceNow
AI Agents are transforming how work gets done in ServiceNow - but what really happens behind the scenes when you “call your agent”? In this interactive lecture-style session, you’ll gain an understanding of the orchestration that takes place behind the scenes, from intent recognition and context grounding to natural language-driven reasoning and action execution. Whether you’re a creator, admin, or AI steward, this session will help you confidently explain how ServiceNow’s AI Agents work, what makes them safe and reliable, and how to design your own for maximum impact.
Build Agent Lab: Turn Business Language Into Working Apps in Minutes
Business needs don't wait for development cycles. In this lab, you'll use Build Agent to create new applications and extend existing ones by describing what you need in natural language. Build Agent's contextual awareness of your platform, data, and workflows translates your prompts into working processes, custom UI, integrations, and tests. You'll leave with a bespoke application you built yourself tailored to your requirements and ready to deploy.
First Ever Agentic AI Within Philips
Philips Enterprise Informatics partnered with Plat4mation to turn complex, high‑volume service operations into an AI‑first model on ServiceNow. Using agentic workflows and Now Assist, we automated case triage, enriched knowledge, and accelerated resolution. Outcome: a 300% ROI in 3.5 months. This session shares the blueprint: the squad setup, readiness checks, adoption tactics, and lessons learned to scale GenAI safely across regulated environments.
Build an AI-Powered Case Triage Agent for Financial Services
Financial Services teams face intense regulatory pressure to handle customer complaints quickly, consistently, and with full auditability. Complaints arrive unstructured through inbound email yet require precise interpretation and defensible action. In this hands on lab, you will build an agentic AI complaint triage workflow. You will configure AI agents that classify complaint intent, research context, and guide supervised complaint case creation and routing. You will leave with a working agentic workflow and a practical blueprint for compliant complaint handling at scale.
Putting AI Agents to Work to Increase Employee Productivity
Putting AI to work for your people will increase productivity within your organization. In this hands-on workshop you will learn to build AI Agents and put them to use within HR workflows. Through the creation of an AI Agent, a custom Skill, and Tools to support that Agent, you will be able to use a working scenario and better understand how AI can aid work in your organization.
Transform to Autonomous Customer Service: Build AI Agents That Deliver Value
This hands-on lab walks you through building AI Agents for Customer Service using AI Agent Studio. You will customize data sources, ground individual AI Agents, and build an autonomous AI Agent. Learn how AI Agents reason and execute multi-step actions, how the agentic framework differs from traditional implementations, and what changes in design, governance, and testing. Apply best practices from successful implementations and walk away with a working AI Agent and the confidence to design and scale agentic workflows.
Autonomous IT Workshop: Your Roadmap to Zero
What if your IT operations could run themselves? ZERO outages. ZERO asset blind spots. ZERO touch IT. ZERO strategy drift. This is Autonomous IT enabled by the ServiceNow AI Platform. In this hands-on workshop you will automate workflows across IT operations, asset, portfolio management, and service delivery. This workshop is designed for technology leaders and professionals interested in perusing an Autonomous IT Strategy. All attendees will leave with a "ZERO" strategy to guide their organization towards Autonomous IT. Seeing is believing. Come see what's possible.
Master Complex Sales Operations: AI-Powered Quote and Order Management
Revenue leaks when quotes sit in approval limbo, configurations break, and order fallout cases pile up. Get hands on with ServiceNow's Sales CRM tools, CPQ and Order Management, to learn how to tackle some of the most common sales operations challenges. Learn how to create and manage configuration and pricing rules, configure AI-assisted guided selling, set up automated case management for order operations, and more. Walk away with practical techniques to compress quote cycles, eliminate order fallout through AI-driven resolution, and create frictionless handoffs from sales to fulfillment.
Ground It Right, Drive Adoption: GenAI Skills for Every CSM Persona
Get a hands-on lab from the perspective of key Customer Service personas. We will focus on using and designing grounded Generative AI skills that deliver consistent value with Now Assist for CSM. Learn when to use each AI type, improve live agent productivity, increase admin efficiency, give managers clear visibility, and enable personalized customer self-service that delights. We will review implementation best practices and lessons learned to ensure skills are trusted, scalable, and form the foundation for effective agentic workflows
Lab: AI Data Explorer, Hands-On Data Exploration
Get hands-on with AI Data Explorer, ServiceNow's AI companion for instant insights and deep data analysis. In this lab, you'll ask questions in natural language, watch them turn into visualizations and documented insights, and explore both Standard and Extended analysis modes. You'll also learn how to collaborate with colleagues in shared explorations, integrate external data via Workflow Data Fabric, and add AI-generated visualizations to dashboards. Bring your questions and leave ready for go-live!
Architecting Data for AI—The Technical Architect’s Role in Building Intelligent Enterprise Foundations
As AI continues to reshape how businesses operate, data architecture has become one of the most critical enablers of successful AI adoption. This session explores the evolving role of the Certified Technical Architect (CTA) in designing data-driven systems that support scalable, secure, and intelligent enterprise solutions. AI systems rely on more than just access to data. They require a data architecture that is intentional, well-governed, and optimized for learning, automation, and decision-making. Whether enabling agent to agent interaction, generative workflows, or predictive analytics, the underlying data strategy must be designed with AI outcomes in mind. In this session, we will explore how CTAs and Enterprise Architects can collaborate to: Design AI-ready data architectures that support real-time access, data quality, and contextual relevance Integrate structured and unstructured data across systems to provide AI with meaningful input Build data pipelines and models that align with enterprise governance, privacy, and scalability requirements Address common challenges where poor data design leads to unreliable or biased AI behavior Participants will engage in an interactive lab using a practical AI business use case, applying architectural thinking to data challenges and aligning technical decisions with broader enterprise AI strategies. Join us to understand how the role of the Certified Technical Architect is expanding in the age of AI, and learn how to design data architectures that empower smart, adaptable, and responsible AI solutions.
Sales CRM—Discover ServiceNow CPQ
This session will focus on introducing administrators, developers, platform owners, and other stakeholders to ServiceNow® CPQ. With this hands-on lab participants will discover how this AI-powered tool empowers sellers, agents, and customers to configure and price complex solutions in minutes with no-code, point-and-click administration.
Call My Agent: Demystifying AI Agents in ServiceNow
AI Agents are transforming how work gets done in ServiceNow - but what really happens behind the scenes when you “call your agent”? In this interactive lecture and hands-on lab session, you’ll gain an understanding of the orchestration that takes place behind the scenes, from intent recognition and context grounding to natural language-driven reasoning and action execution. Whether you’re a creator, admin, or AI steward, this session will help you confidently explain how ServiceNow’s AI Agents work, what makes them safe and reliable, and how to design your own for maximum impact.
Procurement at the Speed of AI: Hands-On Agentic Workflows for Source-to-Pay
Your source-to-pay teams are doing work AI should be handling. In this hands-on lab, you will configure Agentic AI workflows inside ServiceNow's Source-to-Pay using Now Assist, from supplier onboarding to automated approvals and invoice digitization. No theory. You will leave with a working example, a clear implementation framework, and the confidence to bring Agentic AI back to your organization. If your organization is still managing S2P manually, this session will empower you to change that.
How Entergy Leverages Operational Technology Management to Stay Compliant
Entergy operates one of the most complex energy infrastructures in the U.S., spanning nuclear, gas, and renewable assets across multiple regulatory jurisdictions. In this session, learn how Entergy uses ServiceNow Operational Technology Management to unify visibility across its OT environment, streamline compliance workflows, and reduce audit risk. Learn how Entergy is using a single platform approach to OT governance turns regulatory complexity into operational confidence.
Redefining Scheduling: Workforce Solutions for a Connected Consumer Ecosystem
Join our session as Delta Air Lines and Deloitte’s ecosystem partners showcase W.I.N.G.S., an end-to-end workforce management solution that unites tech ecosystems and empowers AI at its core. Discover how this integrated approach streamlines scheduling, drives agility, enhances collaboration, and empowers teams—laying a scalable foundation for transformation across consumer industries. The result: agility, effectiveness, and empowered teams.
Synchronizing CMDB and Task Flows in a Multi‑Instance ServiceNow Ecosystem
Learn how TSB Bank uses ServiceNow® Service Bridge to synchronize CMDB data and orchestrate task flows across multiple ServiceNow instances, both internal and partner‑managed. This session explores how seamless data exchange and structured task hand‑offs enhance partner collaboration, ensure service continuity, and accelerate incident resolution, with practical insights into integration patterns and lessons learned from a complex financial services ecosystem.
A Multi-Faceted Approach to CI and Asset Discovery in Restricted Networks
Customers struggle with security, regulatory, and/or feasibility issues with installing ServiceNow discovery in regulated networks. APS partnered with KPMG to take a multi-faceted approach to get CI and asset information from these networks safely, securely, and efficiently. Updating CI and asset information for all servers in restricted networks required connecting to third party applications: Tenable and SCCM. It also required the usage of the Portable Agent Client Collector (ACC). Using this multi-faceted approach APS was able to extend discovery successfully into the restricted networks.
Activating the Workflow Data Network: AI‑Ready Data for Insight to Action
The Workflow Data Network is our ecosystem of data and analytics partners. It provides a unified way to connect, contextualize, and control data inside the flow of work by integrating best‑of‑breed data and analytics players. With Rooms To Go and Teradata IT, this session shows how the ecosystem supports AI‑ready data across environments, enabling governed workflows, cross‑platform analytics, and agent‑driven actions. We cover customer patterns and how Workflow Data Fabric accelerates Insight to Action. See how organizations are activating this ecosystem today and where we’re headed next.
Enabling Sovereign Cloud: ServiceNow Private Stack on Wind River
As AI evolves, more organizations are rethinking where their data and workflows live. For many in regulated, disconnected, or air gapped environments, bringing cloud capabilities on premises is the next frontier. Join this fireside chat to discover how ServiceNow Private Stack, powered by Wind River Cloud Platform, delivers the full ServiceNow experience on premises without compromise. Learn how automated lifecycle management, carrier grade resilience, and full stack observability put you in control of performance, security, and data sovereignty.
PPMNow: Powering Financial Control and Project Excellence Digitally at Iberdrola
PPMNow is more than a technology upgrade—it’s a strategic leap toward integrated governance and operational excellence. By introducing modern portfolio management standards, Iberdrola consolidates processes, boosts transparency, and elevates decision-making globally. The challenge? Accelerate delivery without sacrificing financial rigor. PPMNow delivers real-time visibility, robust cost control, and agility, empowering teams to act fast while staying compliant. The result: a unified, future-ready platform that drives collaboration, governance, and smarter digital transformation worldwide.
Empowering GBS: J&J’s Service Management Transformation Journey
Embark on Johnson & Johnson’s groundbreaking Service Management Transformation (SMT), where innovation meets scale. We simplified five Global Business Services functions—Experience Center, HR, Procurement, Payroll, and Expense Reporting—into a single, integrated ServiceNow ecosystem. With a modern Employee Center portal and streamlined case management, we empowered 140,000 employees worldwide. Anchored on Efficiency, Effectiveness, and Employee Experience, this session shares how integrating 27 systems redefined GBS excellence and delivered measurable business outcomes.
The Service Driven Plant: Bosch Rexroth's Future-Proof Agentic AI Journey
Learn how you can implement a "Service Driven Plant" with the ServiceNow Platform. Put "User Centricity" for all Shopfloor Employees in the center of all your activities to get extraordinary acceptance and usage. Manage and service all your IT-, OT- and Machine Assets with ONE future proofed Agentic AI solution
Five Game-Changing Moves in Arthur J. Gallagher's AI-Powered ESM Journey
Discover how Arthur J. Gallagher & Co., together with HCLTech and ServiceNow® platform, scaled enterprise operations with AI —simplifying complexity, improving resilience, and enabling global IT.
Learn to Agentify Your Playbooks and Analyze Them Using Process Mining!
In this hands-on lab, you'll follow a structured journey: start with a standard Playbook, transform it into an Agentic Playbook, and then use Process Mining to analyze its execution. Learn how to agentify your workflows step by step, before diving into Process Mining to spot bottlenecks, slow phases, and inefficiencies. Join the live discussion to share your feedback and help shape our roadmap. Walk away with practical skills to build, agentify, and optimize the next generation of automated workflows!
Keep Critical Enterprise Assets Running With EAM
In this lab experience, dive into ServiceNow Enterprise Asset Management workspace and discover how to gain asset visibility, enhance asset performance, and slash maintenance costs. Through hands-on activities and real-world scenarios, master proactive skills that maximize asset lifecycle, lower total cost of ownership, and reduce risk across your physical asset portfolio. Plus, get an exclusive look at the AI technologies shaping the future of EAM.
Accessibility and Globalization: Customizing the World of Work
Your workforce spans abilities, languages, and borders — your platform should too. In this interactive workshop, ServiceNow leaders will explore the intersectional power of accessibility and globalization, sharing customer stories that show what's possible when these strategies work together. Join a fireside chat with Honeywell to learn about their inclusion journey. Then join your peers at the roundtables to tackle real challenges: closing the gap between A11y and G11n strategies, designing for inclusion from day one, and building experiences that truly work for everyone.
Go With the Flow: Hidden Features That Unlock Flow Designer’s True Power
This session reveals the hidden capabilities that make Flow Designer truly powerful-debugging shortcuts that'll make you wonder why you ever did it the old way, security features that lock down your flows, reusability techniques that save hours, and secret features that solve problems you thought were impossible. Discover the tools pros use, performance tricks that make flows fly, security best practices that protect your automations, and reusable patterns that eliminate duplicate work. Walk away knowing what separates good builders from great ones. Ready? Let's go.
Transformed, Not Replaced: A Deeper Dive into the 2026 Future Market Skills Forecast Report
This 30‑minute interactive session takes attendees beyond the headlines to explore the data behind our 2026 Global AI Skills Market Analysis report, discussing how talent demand is shifting across countries and sectors, the regions and industries that will experience the greatest transformation, and which jobs will be in highest demand. Meet the analysts behind the research... ask questions, challenge assumptions, and examine what the findings really mean for organizations and careers as skills demand continues to shift over the next 5 years of this AI evolution.
Transformed, Not Replaced: ServiceNow's 4th Annual AI Skills Forecast Report (Part Two): Role Impact and Talent Demand Predictions
Leaders and individual IT professionals now know they need to upskill and reskill to thrive in the AI era — but which skills matter most, and where? The 2026 Global AI Skills Market Analysis from ServiceNow and Pearson reveals how skill demand is shifting across countries and sectors, which regions and industries are experiencing the greatest transformation, and the jobs that will be in highest demand over the next 5 years of AI evolution across the industry. Join us to discover how to position your workforce — and yourself — for what comes next.
Transformed, Not Replaced: ServiceNow's 4th Annual AI Skills Forecast Report (Part One): Global Market Predictions
Leaders and individual IT professionals now know they need to upskill and reskill to thrive in the AI era — but which skills matter most, and where? The 2026 Global AI Skills Market Analysis from ServiceNow and Pearson reveals how skill demand is shifting across countries and sectors, which regions and industries are experiencing the greatest transformation, and the jobs that will be in highest demand over the next 5 years of AI evolution across the industry. Join us to discover how to position your workforce — and yourself — for what comes next.
Building a Strong Knowledge Foundation to Realize AI Value
Discover how Intermountain established a strong knowledge management strategy to transform employee experiences and drive AI success. Attendees will gain insights into practical strategies for capturing and sharing knowledge, fostering cross-team partnerships, and creating a feedback-driven approach content ecosystem. Walk away with actionable steps for organizations seeking to balance technological innovation with the human element in service management and knowledge practices.
Better Together: Scaling ITAM Governance for a Healthier Technology Ecosystem
At CVS Health, “Better Together – Healthier Happens Together” guides our technology and community management. This session highlights our scalable ITAM governance framework that unites teams, strengthens accountability, and delivers measurable outcomes. Through ITAM Governance Board and CCB partnership, we align asset and configuration practices, ensuring a trusted technology view. Supported by ownership models, KPIs, and a CSDM foundation, our approach drives transparency, compliance, and smarter decisions, proving we are better together.
Autonomous IT: Where Agentic AI Gets Real
Everyone's talking about agentic AI. You're the one who has to make it work with your data, your change processes, your stack. This session is about what that actually looks like. Jeff Hausman walks through the Autonomous IT vision across service, operations, asset, and strategy management where AI Specialists don't just assist, they finish work. Docusign shares what it took to go from pilot to production. See live demos alongside the roadmap for what's coming next. This isn't AI as a concept. It's IT running differently, because your team built the foundation for it.
Strategic Lessons From Deloitte’s AI‑Powered ServiceNow Transformation
Discover how Deloitte leveraged ServiceNow® to transform enterprise operations, accelerate decision-making, and unlock new growth. This session shares actionable strategies for scaling AI and automation across IT, HR, and risk, building a Center of Excellence, and turning platform investments into measurable business value. Ideal for leaders shaping technology strategy and enterprise agility.
From Legacy Complexity to Platform Control: Modernizing AP With ServiceNow
Many organizations rely on internally built financial systems that once met business needs but now constrain scalability, governance, and visibility. This session explores the strategic transformation of Accounts Payable Operations from a legacy in-house platform to ServiceNow® APO. Attendees will learn how platform consolidation enabled stronger controls, standardized workflows, improved supplier collaboration, and a more resilient operating model built for enterprise growth.
From Surge to Steady State: Epic Go-Live Support Powered by Now Assist
Intermountain Health’s Epic go-live generated over 70,000 incidents in the first month, presenting major support challenges. Discover how, using Now Assist, they leveraged AI to turn overwhelming demand into operational excellence. By using AI to automate ticket routing, triage, and support, they reduced triage staff needed by 50 FTEs, reduced average ticket handle time by four hours, and deflected thousands of tickets. Attend this session to learn proven strategies you can apply to create measurable value in your own organization using Now Assist.
The Future of Disputes is Now
For financial institutions, disputes have become a defining moment for operational efficiency, compliance, and cardholder trust. Rising volumes and complexity are exposing the limits of fragmented systems and manual workflows. This session covers what issuers are facing now and how Visa and ServiceNow®️ are delivering a unified dispute management platform that reduces complexity, applies AI to speed resolution, strengthens compliance, and improves outcomes without disrupting existing operations.
Autonomous IT for the Modern Enterprise
How can organizations extend ServiceNow® with AI securely and at scale? Robin by Atera is a 24/7, context-aware AI agent that fixes technical device issues autonomously. Accessible through your organizational channels like MS Teams, Slack, WhatsApp, and even email, Robin solves issues across devices, network, and the cloud. With Robin, your employees get faster resolution, IT teams gain intelligent assistance, and organizations unlock efficiency at scale.
Process Mining Use Cases—Finding Automations, Bottlenecks, and Opportunities
In this lab we will share some common questions that Process Mining can help answer and show different ways you can use the solution to identify additional insights. Process mining is unique in that even a complete beginner can find answers to the most challenging and complex issues facing companies. Which aspects of my processes can be automated, what are the savings of utilizing things like Now Assist and agents? Where in our processes are we breaching SLAs? Who is holding onto the work the longest before transferring? We will answer ALL of these questions in minutes not months!
Architecting for AI: Preparing Your Instance for What’s Next
Transform your instance into an AI-ready powerhouse. This interactive workshop combines lecture, demo, and discussions to guide you through key architectural, data, and governance steps for adopting AI safely and effectively. Discover how to clean and prepare data, align integrations, and create a future-proof roadmap that accelerates AI adoption without breaking existing processes.
Agentic Workflows in Action: Smarter Automation on the Now Platform
Unlock the future of automation with modular AI agents on the Now Platform. This interactive workshop combines lecture, demo, and discussions to help you master agentic workflow design. Learn how to build connected AI agents, handle prompts cleanly, and balance governance with flexibility. Walk away ready to design, orchestrate, and scale intelligent workflows that deliver real business impact.
Enhance Software License Management With Improved Workbench Capabilities
Enhance your Software License Management with the improved Software License Workbench in ServiceNow. In this hands-on lab session, you’ll explore new features like integrated health checks, license consumption analysis, and an enhanced publisher view. Learn how these updates help you improve data accuracy, stay compliant, and optimize usage—while reducing audit issues, legal risks, and security concerns.
System of Record to System of Action: The Future of AI-Native Selling Inside SN
Sellers don’t lose deals because they lack data. They lose because they lack clarity. Legacy CRMs were built to store data, not drive action. They can’t tell you what's really worth pursuing, or the next steps to win. SalesAssistIQ, built natively in ServiceNow, transforms CRM from repository to real-time revenue engine. Sellers gain an Agentic AI workforce that drives faster qualification, cleaner decision-making, and a 20–30% improvement in deal velocity. Drawing on innovation emerging inside the ServiceNow ecosystem, SAIQ transforms CRM into a system of action - continuously learning, coaching, and driving revenue.
Skills Acceleration: How Credentials Turn Into Productivity and Promotions
Most organizations are realizing that skills have become the new currency of performance. This session reveals how modern credentials and certifications accelerate productivity shorten time to proficiency deepen customer trust and create a measurable competitive edge for both partners and customers. Attendees will learn how today’s most effective teams use skills intelligence to match people to the right work accelerate adoption of the Now Platform and unlock growth across practices and business units. Why attend? Whether you are a leader oran indivdual contributor. You will walk away with a clear model for linking the world of skills & credentialing to business impact. Incuding practical ways to use ServiceNow University to fuel organizational readiness and promotions.
Future Ready in 30 Days: The Blueprint for Building an AI Enabled Workforce
The pace of change has collapsed and workforce transformation can no longer be a year long initiative. This session introduces a new 30 day model for rapidly preparing teams for the AI era using skills based design accelerated learning science and targeted credentialing to build readiness without heavy lift. Attendees will learn how to define critical skills rearchitect roles deploy rapid learning accelerators and use AI assisted coaching to shrink time to proficiency while improving performance and employee confidence. Why attend? You will leave with a say formula to create a 30 day plan you can put into motion immediately. Tactics to deploy and accelrate AI adoption. All with the ultimate goal of impacting you bottom line. Plus a clear understanding of how ServiceNow University certifications and learning pathways help organizations and individuals become future ready at speed.
Enriching AI Control Tower With Visibility and Business Context From ITOM
You likely have a lot of data and growing AI initiatives, but you're missing how it all ties together with business context. Establishing relationships between AI Agents, models, prompts and the rest of your IT infrastructure, while assessing their service impact is critical to optimize your service delivery and AI investments. During this session, you'll learn how IT Operations Management solutions can now empower you to have all this, and more, natively integrating with AI Control Tower instead of you cobbling it together.
Turning On Is Easy—Driving Value Is Hard: Five Tips to Master Now Assist for VA
Enabling Now Assist for Virtual Agent may look simply, but driving performance, adoption, and real value takes more than a switch. In this session, we’ll share key configurations and proven tips from implementations that boost user satisfaction, response accuracy, and efficiency. Learn how to make your bot deliver faster, personalized, and empathetic results—while tracking deflections to measure impact and ROI.
Deliver an AI-Powered Employee Experience From Hire to Retire
This session explores how ServiceNow's AI-powered platform transforms the entire hire-to-retire journey—streamlining onboarding, empowering self-service, supporting career growth, and managing every milestone in between. Join us for an engaging presentation and hands-on labs that showcase how AI and automation are embedded across HR workflows to eliminate silos, reduce manual effort, and unlock strategic value. You'll learn how visionary organizations are leveraging ServiceNow to unify data, orchestrate workflows, and deliver consistent, consumer-grade experiences across HR, IT, and workplace services.
Spend to Insight: Deriving Application Portfolio Decisions through Cost Clarity
Moving from fragmented infrastructure spend to a business‑aligned view of application spend? This session shows how Eversource uses ServiceNow® to automate cost transparency for 400+ enterprise applications spread across various portfolios. Leveraging CMDB, Discovery, Service Mapping, EA, HAM and cloud cost data, LTM built a scalable model to allocate shared costs, separate CapEx and OpEx, and calculate true TCO(Total Cost of Ownership).We’ll cover cost attribution, reporting by application and environment, lessons on adoption, and what’s next—service‑level costs, labor, and AI‑driven insights.
NTT DATA: Your AI Galaxy Is Expanding—Are You in Control?
AI is entering every workflow, every function, every decision path. Most organizations are racing to rapidly expand their AI galaxy. Few are preparing to control it. ServiceNow® leaders must now step beyond Service Operations and define how AI behaves across the enterprise. You are uniquely positioned to become the guardians of AI governance, visibility and sustainable adoption. In this session, NTT DATA shares a practical framework for moving from ITSM to AI-Integrated Service Management, so you can take ownership of your organization’s AI galaxy.
The End of Patchwork Enterprise: One Platform, Real Results
The average enterprise runs 367 applications and countless AI tools, creating a Patchwork Enterprise where AI initiatives fail to scale. Learn how ServiceNow unifies data, AI, workflows, and security as your control tower—connecting intelligence to execution across 80 billion workflows annually so your people spend less time on fragmented systems and more time driving real outcomes.
ServiceNow Solutions Made Simple: An Interactive Introduction
New to ServiceNow? Not in a technical role? This session is built for you. In 90 min, we’ll explore how ServiceNow solutions simplify everyday work, remove friction, and deliver better experiences across IT, HR, and Customer Service—without diving into technical details. Through real examples you’ll see how organizations speed up onboarding, resolve issues faster, and improve service delivery. No jargon—just clear, practical takeaways you can use. This is a sneak peek into our paid workshop experience designed to help you unlock the full value of ServiceNow.
Stave Fleet Management AI Transforms Enterprise Fleet Operations
Stave Fleet Management AI transforms enterprise fleet operations. This solution unifies telematics data with enterprise asset records, enabling predictive maintenance, conversational fleet queries, and automated compliance. Key AI capabilities include: reduced downtime by 40% through proactive maintenance recommendations; natural language interfaces for instant fleet status and workflow initiation; and continuous compliance monitoring that automates safety training and audit documentation. Unlike standalone platforms, Stave Fleet Manager requires no additional integration since it is natively built on ServiceNow®.
An Intelligent Assistant for NIST: Transforming GRC Evidence Management
Managing NIST compliance often means chasing evidence across 100+ complex requirements—a manual process that slows teams and burdens respondents. What if AI could streamline it all within ServiceNow? This session introduces our NIST AI Assistant, built natively in GRC Evidence Management. See how it translates complex controls into clear evidence requests, provides real-time feedback for complete responses, and auto-scores submissions to accelerate compliance reviews.
All in on ServiceNow: Petrobras Strategy for End-to-End IT Management
Petrobras consolidated all its IT management on the ServiceNow platform. From ITSM and SPM to ITOM, IRM, and SECOPS, the company runs 10 parallel project teams driving an integrated operating model that manages over 25 million CIs and 3 million annual requests. Now Assist for ITSM is being piloted to automate triage and impact analysis, supporting a USD 1 billion annual portfolio and 10,000+ users. The session shares lessons learned in culture change, AI adoption, and scaling governance in one of the world’s largest industrial IT ecosystems.
Leading Through the Shift: Build AI Adoption That Sticks
AI is reshaping how we work, learn, and lead—and traditional change strategies aren’t keeping up. In this session, discover how adoption strategies evolve in an AI‑powered world and what leaders can do to build trust, reduce resistance, and create a culture where people feel confident experimenting with AI. You’ll learn practical ways to foster curiosity, empower teams to “play with purpose,” and lead change that fuels innovation rather than fear.
How Bell Canada Leveraged “GuardRails” AI to Drive Enterprise Use of ServiceNow
Discover how Bell Canada successfully manages their ServiceNow environment to meet the demands across a large, complex and fast-paced enterprise. With multiple development teams driving innovation across the enterprise, Bell Canada needed real-time visibility into development risk and governance. By leveraging Dyna Software’s AI-powered product “GuardRails", Bell strengthened platform control, eliminated unwanted technical debt, and accelerated outcomes—proving how AI can turn complexity into clarity, speed, and sustained innovation to enhance their enterprise use of ServiceNow.
Momentum Made Real: How AI Pacesetters are Redefining What's Possible with ServiceNow
What does it take to go from AI ambition to AI achievement? Find out firsthand. In this session, our four AI Pacesetter Award winners, Takeda, Hitachi Energy, Standard Chartered, and NEC, share the inside story of their remarkable transformations — from ideation to game-changing outcomes. These innovators will reveal how they harnessed the AI Maturity Index to move at velocity, build AI governance, and turn strategy into real-world value. No fluff — just real stories and proven strategies from organizations redefining what's possible with AI. Walk away ready to chart your own path.
Activate Your AI Control Tower with Customer Success
Your competitors are reinventing their businesses with AI in weeks, not months. Discover how ServiceNow Customer Success helps you stay ahead—with the guidance and tools you need to deliver autonomous workflows at scale, working side by side with your partners and internal teams. In this session, learn how the latest customer success innovations can help you no matter where you are in your AI journey. Plus, hear directly from Hitachi Energy on how they've saved thousands of hours through automation and self-service with help from customer success offerings like ServiceNow Impact.
The Agentic HR Operating System for the Future.
Join us for this "TED Talk" style presentation. With the evolution of agentic AI, legacy HR systems are struggling with their enterprise AI strategy, adoption, and poor user experience. Novaworks, the first-ever AI-native Core HR operating system built on the ServiceNow® platform, combines the scale and security of the NOW platform with the flexibility and interoperability to enable organizations to flex their operating models. Learn how you can drive industry-focused competitive advantage and massive workforce transformation empowered the next gen human capital solution for the enterprise.
Building a Modern App Store: Centralized Delivery for Compliance and Experience
Behind every innovation at CVS Health is a commitment to people. Together with Deloitte, CVS Health built a centralized ServiceNow App Store to streamline software delivery, boost compliance, and empower teams through automation. Today, over 95% of software installs and uninstalls are handled automatically, dramatically reducing manual effort and accelerating delivery. Join this session to learn how CVS Health is blending technology, purpose, and care — “bringing our heart to every moment of your health.”
Workforce Innovation and Enablement With Accessibility
Join this interactive roundtable session opening with a fireside chat with Karen Pavlin and Dr. Alaina Beaver to explore how accessibility features drive workforce innovation, empower diverse teams, and unlock productivity across the enterprise. Attendees will hear a customer success story from Geoff McDiarmid of the Canadian Government, then participate in facilitated roundtable discussions on two key themes: neurodiversity and productivity, and AI-driven innovation in accessibility. Gain insight into new and existing accessibility capabilities to empower your organization!
Now on Now: From Blind Spots to Control—Securing Non-Human Identities With Veza
The ServiceNow Security Organization is customer zero for our security solutions. This Now on Now story shares how we’re integrating the ServiceNow AI Platform with Veza to tackle one of the fastest-growing attack surfaces in the enterprise—non-human identities (NHIs). The explosion of AI agents, service accounts, and API tokens means most security teams lack a unified view of who and what can access critical assets. We'll show how Veza Access Graph continuously discovers and maps permissions across cloud, SaaS, and on-premises environments, enriching the ServiceNow CMDB with real-time identity and access context. This data is then available across our platform to reduce risk and enhance governance. The result: Zero swivel-chair pivots, automated remediation on detection, and 100% of NHIs mapped to CMDB CIs. By combining ServiceNow and Veza, we’re transforming identity risk into a continuous, auditable control plane. Learn what we’re doing and how you can follow our lead to make your organization more secure.
Figma Fundamentals for Creating Better ServiceNow Experiences
Need feedback from stakeholders and users faster? Join us for a practical, implementer-focused session that will help you deliver great user experiences on the ServiceNow AI Platform with our free design resources. Learn how to use Figma to rapidly concept and prototype product configurations before spending dev cycles and get an intro to Figma Make; the native gen-AI tool that speeds ideation. Taking this course is a key part of the content mastery required to earn the UX Micro-Certification.
Build It Like a Pro: Your First Desktop Agent
Step into the future of automation! In this hands-on lab, you’ll build an end-to-end Agentic Desktop workflow that connects multiple Desktop applications without writing a single line of code. Learn how to record actions, insert AI-driven decisions, plug-n-play within ServiceNow AI Agents Studio. Walk away with a working bot and a new mindset for building AI-powered desktop workflows
Reimagining IT Support: The Journey to an Autonomous Future
In this session, discover how to transition from reactive IT operations to an AI-powered autonomous model built on the ServiceNow ecosystem. The journey features a phased transformation from human-centered service, through hybrid AI agents handling everyday tasks, toward fully autonomous systems that detect, diagnose, and resolve IT issues. The session will discuss how NVIDIA IT is addressing operational challenges and participants will gain practical guidance to develop intelligent workflows, by leveraging AI to optimize IT efficiency, and provide personalized support across your enterprise.
Trigger ServiceNow From Any Third-Party System: Inbound Integrations Made Easy
Do you work with multiple external apps and wish they connected seamlessly with ServiceNow? Join this lab to learn how External Triggers simplify inbound integrations with tools like GitHub, Jira, DocuSign and many more. Discover how to kick off ServiceNow flows in real time from any external system — no complex coding required. You’ll build a working inbound trigger and see how low-code connectivity makes cross-system automation faster and easier than ever.
HR Success: UCLA Health’s People-First Approach to Building Manager Hub
UCLA Health’s Manager Hub portal began with one guiding principle: put people first. Before designing anything, the team met with managers to understand their pain points and priorities. That early collaboration shaped a ServiceNow®-powered portal that unified HR processes, systems, and staff insights in one intuitive place. In this session, learn how UCLA Health’s “people first” approach builds trust, accelerated adoption, and created a foundation for long-term transformation, proving that when you design with people, success follows.
Prompt Engineering: Being Good at Writing Prompts Starts With Being Bad at It!
All great prompt engineers started by writing bad prompts. And then learning what makes them better. Join us to learn more about certain prompt frameworks and techniques turns messy AI responses into reliable results. We’ll also look at why LLMs rely on well-structured prompts from a technical standpoint. With real examples from ServiceNow Build Agent and Now Assist Skill Kit, you’ll gain practical methods to craft clear, consistent, and effective prompts every time.
The Four Superpowers That Turn AI Chaos into Results
Every enterprise is experimenting with AI—but most are left with sprawl, risk, and disconnected tools. In this spotlight, we’ll show how the Australia release gives platform teams four real superpowers: the ability to sense what matters, decide with enterprise context, act to deliver outcomes, and secure AI at scale. No hype. No slideware. Just live demos of what’s shipping now—and how teams can turn AI chaos into durable advantage.
From Pilot to Adoption: How FDEs Deliver AI That Drives Value
The gap between an AI demo and a production-grade enterprise solution is where most initiatives die. Through multiple real-world builds across different industries, this session shows how ServiceNow’s Applied AI Forward-Deployed Engineering (FDE) team turns pilots into live, production-ready enterprise AI with speed, governance, and clear acceptance criteria. We then share seven actionable strategies to accelerate AI adoption, activate champions, build lasting user engagement, and drive measurable business value and ROI across your organization.
AI Agent Prompting Tips and Tricks
Learn how to build AI agents that actually get work done. This session covers prompt design fundamentals, managing edge cases that break agent workflows and anchoring agents with the right context and guardrails. You'll leave with practical techniques to improve agent accuracy, reduce hallucinations, and scale agentic automation across your organization.
Your AI Agents Are Live. Your Workflows Are Still Broken. 5 Process Mining Fixes That Work.
AI agents don't fix broken processes. They run inside them. In this session, we'll work through five real improvement opportunities — including multi-hop reassignments, SLA breaches, and AI agents that aren't performing the way you designed them to. For each one, Process Mining surfaces the data-driven context behind the problem — what's actually happening, where, and why — so you and your team can act on it in the same platform where your workflows run. You'll leave with five fixes you can apply immediately — and see the impact where it counts: resolution times, SLA compliance, and AI agent performance.
Hybrid Automation: The AI-Powered Next Chapter for Flows and Playbooks
Your existing workflows are great, but the future of enterprise process management is hybrid. See the exact, replicable steps we took to integrate Now Assist skills and AI Agents into core business processes, moving beyond simple automation to intelligent, adaptive systems. We’ll demonstrate how AI agents can handle complex, edge-case scenarios your current workflows can't. Walk away with the proven framework to supercharge your service delivery and accelerate time to value.
Six Ways to Make Your Software Accessible and WCAG Conformant
Frustrated that although the ServiceNow platform is accessible, your custom apps and configuration often end up with accessibility issues. Come meet our Accessibility experts who will show you tools, resources, and guidance to ensure success!
Why AI Conversations Go Wrong (and How to Fix Them)
We've all been let down by AI. It confidently answers the wrong question. It even makes you feel like the problem. If you build, configure, or champion AI agents and assistants, this one is for you. You'll dig into real, broken AI interactions, and what you find might not be what you expect. The issue is almost never how it appears, and the fix is rarely your first instinct. Join this roundtable discussion where racilitators will challenge your assumptions as you diagnose what broke and redesign it into something better. Leave with sharper instincts, a diagnostic framework, and the vocabulary to advocate for better AI experiences.
Knowledge Unscripted
The AI conversation has shifted from possibility into execution. Join us for an unscripted conversation about power, creativity, accountability, and what it actually means to build progress people trust.
Stop Babysitting Your Infrastructure: AI Agents for ITOM Automation
What if your infrastructure could manage itself? In this live demo, we will show how AI agents integrated with ServiceNow ITOM can create discovery schedules, add IP ranges, and troubleshoot credentials—all from a single natural-language prompt. No smoke, no mirrors—just real automation running on real VMs. You’ll walk away with proven architecture patterns, sample code, and lessons learned to help you build self-healing, self-configuring infrastructure powered by ServiceNow and AI.
AI-Driven Strategies to Leverage LinkedIn in the ServiceNow Ecosystem
In this interactive workshop, participants will explore how to use AI tools and large language models (like ChatGPT) to enhance their LinkedIn presence within the ServiceNow ecosystem. Through guided instruction and live activities, attendees will learn to optimize their profiles, craft compelling content, and grow authentic professional connections. Participants will leave with personalized AI feedback and a 30-day LinkedIn action plan to boost visibility, credibility, and community impact.
Stop Searching, Start Sourcing: Hire ServiceNow Talent
You're competing for the same ServiceNow talent as everyone else. There's a better way. ServiceNow University Skilling Programs are building a thriving ecosystem of 75,000+ job-ready candidates in 2026 who are certified, trained, and ready for immediate impact. Discover three game-changing talent sources: Academic Partnerships graduating platform-experienced students, RiseUp with ServiceNow transforming career-changers in months, and Placement Partnerships delivering pre-vetted candidates on demand. Walk away knowing exactly where to find your next ServiceNow hire beyond LinkedIn.
Re-platforming for Real AI Outcomes: Asurion’s Path to Unlocking More Value
Asurion’s ServiceNow® platform had evolved into a highly customized environment that limited agility and blocked adoption of new AI capabilities. In this session, Asurion shares how they are successfully replatforming to a more standard, scalable architecture, eliminating technical debt while preserving business-critical functionality. Attendees will learn how this transformation unlocked ServiceNow’s latest AI innovations, improved time to value, reduced operational risk, and positioned the platform for continuous innovation without re‑customization
Redefining Trade Promotion Management With Agentic AI and ServiceNow
Discover how Genpact is reinventing Trade Promotion Management on ServiceNow® with an AI-driven, agentic solution built on deep CPG operational expertise. Learn how to replace manual, fragmented steps with intelligent agents that validate terms, apply retailer logic, manage exceptions, and automate contract creation—cutting cycle times by 30–40% and manual effort by 25–35%. Join this session to see how intent-driven AI and seamless execution transform trade promotions into a proactive, insight-led workflow that boosts efficiency, accuracy, and collaboration.
USAA’s Procurement Transformation: From Intake to Intelligence With ServiceNow
Learn how Procurement at USAA is transforming operations with ServiceNow’s Source-to-Pay Workspace. From centralizing intake to building catalog items and automating manual tasks, we’ve laid the groundwork for scalable AI enablement. We’ll walk through our journey—from initial implementation to preparing for the next leap with Now Assist’s Agentic AI. Attendees will gain insight into how foundational work in process and data can unlock the full potential of AI in procurement.
Beyond Business Rules: Uses for Scripting You May Not Have Known
The ServiceNow platform is powerful even with low- and no-code approaches to automation. In our traditional Scripting in ServiceNow course, we learn the "Best of ServiceNow JavaScript." In real implementations, the real impact often lies in the "deep cuts"—the darker recesses of customer requirements that often require JavaScript. Where in the platform can we leverage JavaScript? Of course business rules but We'll also look at system properties, Dynamic Filter Options, default values, reference qualifiers, Platform Analytics—and more! The JavaScript used in this session we'll be provided.
Product Roadmap: Healthcare and Life Sciences
Join product leaders and pioneering healthcare organizations as they reveal the product roadmap for Healthcare Operations (HCO) and Healthcare and Life Sciences Service Management (HCLS-SM), transforming fragmented chaos into autonomous coordination across provider, payer, and life sciences organizations. Leading health systems will share why they're betting on this vision, from AI agents routing requests directly in the EMR to predictive systems solving problems before they disrupt care.
Connected Care Starts Within: Elevating the Work Experience at PDS Health
PDS Health moved beyond ticketing to a single digital front door on ServiceNow. Partnering with Slalom, they delivered measurable results: higher portal adoption and case deflection, faster resolution with lower MTTR, smoother onboarding through journeys, and reduced costs and technical debt through platform consolidation. Join Slalom’s Amas Tenumah and PDS Health's Seher Fadwani as they share the success metrics and practical steps to realize value quickly.
From Data to Decisions: Essentials of ServiceNow Platform Analytics
Discover how to turn raw ServiceNow data into actionable insights. This workshop covers PA architecture, KPIs, indicators, breakdowns, and advanced features like Spotlight, formulas, and bucket groups. Experience the new Platform Analytics Experience dashboards through live demos, labs and real-world use cases — perfect for beginners and intermediates looking to go beyond basic reporting.
ServiceNow for Retail: Connected Operations, Exceptional Experiences with Gap Inc.
Retail's operational challenge isn't a shortage of technology — it's that the technology rarely finishes the work. Alerts pile up, handoffs stall, and teams spend their day managing work instead of doing it. In this session, we'll explore how leading retailers are building operations where work actually gets resolved, end-to-end — connecting store teams, corporate functions, and service operations on one platform. We'll also hear from Tamesha Henry, SVP Enterprise Technology & Services at Gap Inc., on how one of fashion retail's most iconic brands is building an AI-first technology organization — and what it means for employee experience and operational excellence across four brands.
ServiceNow for Manufacturing: Connected Operations, Exceptional Efficiency with Armis
Manufacturers are facing serious headwinds: supply chain disruptions, operational complexity, rising customer expectations, and disconnected systems. AI agents are now critical to staying competitive. Learn how ServiceNow deploys AI across CRM, the digital factory, supply chain, and employee operations on one platform to improve visibility, speed, and coordination. We’ll also hear from Danny Bren, CISO from Armis, on how ServiceNow and Armis are building the platform for agentic AI in manufacturing – ensuring every asset on the network is visible, secure and governed.
ServiceNow for Healthcare and Life Sciences
What steals the most time from patient care and healthcare innovation? Manual work and disconnected systems—leading to clinicians buried in admin tasks, plan members stuck in coverage limbo, or clinical trials delayed. This session shows how AI unifies workflows across EHR, CRM, and ERP to reduce manual work, giving teams more time to focus on patients, members, and treatments.
ServiceNow for Technology & Telecom: Faster Growth, Smarter Operations
The AI boom is creating pressure that most operations weren't built to handle. The companies winning aren't just adopting AI — they're innovating with the ecosystem and rewiring how they sell, support, and scale. Hear how NVIDIA is doing exactly that, and the practical steps industry leaders can take to follow suit.
Financial Services Spotlight: Connected, Governed, Trusted AI
Are you in control of your AI? More than two-thirds of banking and insurance leaders say no — and the governance gap is widening as fast as AI adoption. Join ServiceNow's financial services leaders and U.S. Bank to see how the AI Control Tower turns governance into operational resilience and competitive advantage — govern every AI agent, deliver frictionless customer experiences, and compound trust across the bank and with your customers. Because full control over AI doesn't slow you down — it's the reason you scale.
ServiceNow for Public Sector: Government That Is Human-Led and AI-Operated
AI that acts without accountability isn't ready for government or the campus. Hear directly from the State of Missouri on how ServiceNow's AI Control Tower makes autonomous, human government real across agencies and education, with the governance layer that lets you move fast and still answer every question in any audit or briefing.
From Pilot to Production: AI Agents Scaling Service
AI can reason. The harder question is how to make it execute across systems, at volume, where customers actually feel it. Highmark Health, Rossmann, and Travelport share what real case volume and production-grade AI actually looks like, and the path from controlled experiment to business-wide scale.
AI Got Smart. Your CRM Didn't. Now What?
Everyone has AI. Yet almost no one has figured out how to put it to work, and customers feel that difference every day. Hear from executives across industries on what it actually takes to move from AI that advises to agentic AI that delivers a customer experience that's genuinely different.
AI-Powered IT Efficiency: Stanford Health Care’s Success Story
Join us for an interactive session on Stanford Health Care’s initiative to boost IT efficiency. Learn how Now Assist and AI tools in ServiceNow automate tasks, cut reactive tickets, and foster proactive problem-solving. We’ll share lessons learned, real-world examples, and a roadmap for operational excellence. Discover how we eliminated 30% of tickets and freed staff to focus on building more AI-driven automation. Gain strategies for leveraging ServiceNow, spotting automation-ready workflows, scaling automation, and tracking team contributions.
Your AI Teammates: Meet the SAM and HAM AI Operations Specialists
When leadership approves a strategic expansion of AI engineers, the impact hits fast. New headcount, hardware, software, and infrastructure that must scale overnight. Watch ITAM admins work alongside their AI Specialists to fulfill laptops, servers, licenses, and entitlements before day one. See the autonomous workforce in action as the HAM Specialist splits hardware into parallel tracks and routes servers to the data center and the SAM Specialist extracts entitlements, resolves bulk import errors, and drives fulfillment to the finish line. Two admins. Two Specialists. Zero scrambling.
Streamlining Enterprise Transformation: ServiceNow's Role in Migration Planning
Technology transformations create complex infrastructure demand challenges across diverse teams. ServiceNow's Strategic Portfolio Management (SPM) streamlines how organizations manage and track these demands, improving reporting accuracy, operational efficiency, and capacity management. The result is meaningful cost reductions and a clearer path through transformation. This is how ServiceNow turns infrastructure planning complexity into measurable, impactful outcomes.
Unlocking Visibility: Mastering ServiceNow Service Mapping
Today’s complex IT environments, understanding how services connect and depend on underlying infrastructure is critical for stability and agility. This session explores how ServiceNow Service Mapping provides end-to-end visibility into business services and their dependencies, enabling faster incident resolution, smarter change management, and proactive risk mitigation. Attendees will learn best practices for implementing Service Mapping, leveraging dynamic maps for impact analysis, and driving business value through improved service reliability and operational efficiency.
Self‑Help Reinvented at Lockheed Martin: AI for SAP Ticket Automation
Join us as we recount how Lockheed Martin, with ServiceNow, built an AI‑powered SAP Self‑Help solution on the ITSM Now Assist VA using AI Agents. Facing fragmented legacy data and tight compliance deadlines, we iterated quickly, applied prompt engineering, and created dynamic routing that answers user questions and auto‑generates tickets to the proper support group. Using preconfigured skills, minimized custom code, built a reliable data library to meet Now Assist standards. Attendees will see the architecture, prompt‑tuning tricks, and how to scale AI‑driven support in regulated environments.
Service Health Command Center: Everest’s Service Owners in Control
Everest fused trusted ServiceNow data with Dynatrace telemetry so every service owner sees real-time health, trends, and guided actions inside a single workspace. This live build shows how the same signal backbone powers the global operations center to triage faster without leaving ServiceNow.
NextEra Energy’s Voice AI Journey: Unlocking Smarter Automated Phone Support
For many employees, the phone provides crucial support, especially when they are locked out, offline, or on the move. Learn how NextEra Energy has extended the power of the ServiceNow AI Platform into the voice channel. Using ServiceNow's AI Voice Agents, NextEra can now deflect calls by answering questions, providing status updates, creating tickets, and delivering 24/7 self-service that feels natural and reduces the burden on live agents. Discover how voice AI is transforming enterprise self-service, along with practical guidance on deploying AI voice agents.
Transforming SAM and HAM: Fannie Mae’s ITAM Implementation Journey
With 10 years on ServiceNow, a rock-solid CMDB, and maturity in ITSM and ITOM, Fannie Mae set a strong foundation to tackle their next phase of digital transformation: IT Asset Management. Listen in as Fannie Mae walks through their evolution on ServiceNow, shares their Software and Hardware Asset Management implementation journey, and how they’re navigating ITAM in a highly-regulated industry. If you’re looking to strengthen ITAM without disrupting operations, come hear how a decade of ServiceNow expertise is helping Fannie Mae take real control of their hardware and software assets.
Precision in Motion: Scaling Field Service for the Fastest Game on Ice
Driven by its vision that “Hockey is for Everyone,” the NHL is known for precision, teamwork, and innovation on and off the ice. In that spirit, the league partnered with Beyond20 to enhance game-day operations across 30+ arenas. Mobile checklists now keep on-site teams aligned, while leaders see game readiness in real time and act with confidence. In just ten weeks, automation tied to game schedules and thoughtful UX changes reduced friction for staff and made preparation feel calm, connected, and efficient before puck drop.
Ahead of the Game: NHL's Move to Autonomous AI
The NHL runs up to 16 games a day, 1,400+ a season, across arenas, vendors, 32 clubs, and a constantly moving corporate operation. When they chose ServiceNow in 2023, they didn't ease in — they went live on ITSM in 52 days, and it hasn’t stopped since then. A five-year transformation roadmap was delivered in under three. Twenty departments unified. All 32 clubs connected through communication and requests. The foundation was built with speed, but more importantly, built right. With Now Assist already generating measurable ROI and virtual agent Stanley transforming the employee experience inside My Home Ice, the NHL has moved from reactive to predictive. And this is just the beginning of what AI will do. Join the NHL and ServiceNow for a candid conversation about what it was like to move from platform consolidation to AI in production and where AI will expand next. Discuss in small groups and leave with next steps to share with your team to drive real change.
CTA or CMA? Choosing Your ServiceNow Architect Destiny
In this workshop, you will learn about the differences between the Certified Technical Architect (CTA) and Certified Master Architect (CMA) programs through detailed comparisons, real-world examples, and discussion with certified CTA and CMA alumni. These programs represent the pinnacle of professional achievement in the ServiceNow ecosystem, yet they serve distinctly different purposes and career trajectories. This session demystifies both certification programs, helping architects understand which path aligns with their skills, experience, and career aspirations.
Scaling Autonomous Operations With AWS DevOps Agent and ServiceNow
Incidents pile up. Complexity grows. Manual operations can't keep pace. In this session, discover how AWS DevOps Agent and ServiceNow® combine to deliver a closed-loop autonomous operations engine — continuously monitoring your environment, pinpointing root causes in real time, and triggering automated remediation within ServiceNow's governance and workflow orchestration. Every action stays safe, auditable, and business-aligned. Leave with a clear path to autonomous operations and more time for your teams to build.
ServiceNow EmployeeWorks: AI That Gets Work Done
Today’s AI falls short for employees. Copilots summarize but can’t execute while other tools break outside their own systems. Employees are left stitching work across systems, chasing approvals, and finishing what AI starts. ServiceNow EmployeeWorks changes that. One AI front door to search and act across systems. Requests get resolved, approvals route, answers surface, and workflows execute according to your business policies and context. Hear directly from CVS Health, a Fortune 10 leader, on how they’re already seeing success and freeing teams to deliver quality care at scale.
Ditch the Busywork. Free Your People
Most organizations are running on the wrong fuel — burning talented people on routine stuff while the high-impact work waits. Learn what it takes to flip that ratio and walk away knowing exactly how to put your best people on your biggest problems.
From Busywork to Big Work: TD's Employee Experience Transformation
What happens when a global financial institution stops treating operations as a back-office function and starts treating automation as a strategic advantage? TD did exactly that consolidating systems, eliminating manual handoffs and automating across IT, HR, and Risk to reclaim thousands of hours of lost productivity. Learn how TD deflects 500K+ Service Desk calls a year with self-service and automates nearly 1 million catalog requests annually, delivering a unified experience for 100K+ employees that just works. The result: their people focus on resiliency, compliance and growth not busywork!
Booking.com' HR AI Journey: From Strategy to Making Real Impact Every Day
Do you wonder how to make AI actually work in HR? This session explores the journey from strategy to real-life production implementations. You will walk away with practical use cases, an understanding of governance and impact measurement framework, and more about how to balance the acceleration of agentic solutions with continuous focus on strengthening the foundational data.
Data & Analytics: Agent-ready data for the Autonomous Workforce
Most AI projects stall because the data isn't ready. Join ServiceNow's Gaurav Rewari to learn how a unified data foundation connects systems, adds business context, and fuels AI agents to move from insight to action. Plus, get a first look at what's next for context graph, data catalog, analytics, and governance.
Reimagining Your Enterprise Analytics Strategy
Analytics is entering a new era. With Pyramid Analytics now part of ServiceNow, business users will be able to query data conversationally, surface deep insights across ServiceNow and external data sources, and trigger workflow action, without waiting on data teams or switching tools. We’ll cover AI-native analytics that go beyond dashboards to deliver self-service analysis, predictive capabilities, and actionable insights – all in the platform where work happens. Perfect for CDAOs and platform owners planning what's next.
How NFP Delivers Autonomous IT With Workflow Data Fabric
As IT environments grow more complex, operations teams need faster ways to detect, route, and resolve issues. In this session, NFP, a leading professional services firm, shares how they use Workflow Data Fabric, including Stream Connect, to stream real-time network monitoring events into ServiceNow—turning raw signals into autonomous IT workflows. By streaming event data directly from network monitoring tools, teams can automatically trigger incidents, route work to the right resolver groups, and accelerate remediation. Learn how Workflow Data Fabric supports Aon's autonomous operating model.
Dashboards Don’t Mitigate Risk—Agents Do
Join us in the Innovation Zone where you can discover how EY and ServiceNow are modernizing IRM — and activating industry use cases — by embedding governed AI agents into enterprise workflows to detect signals, orchestrate response, and scale responsibly. See how we are helping organizations translate AI ambition into real, functional, and industry-specific outcomes.
Autonomous CRM: Smarter Service, Faster Sales
Gone are the days of service agents toggling between five systems, reps building quotes in spreadsheets, and customers stuck in endless loops with no resolution in sight. With ServiceNow Autonomous CRM, cases resolve end-to-end without the runaround, quotes get out the door fast, and customers actually get answers — not just redirects. Join this session to see our latest product innovation in action and learn how Panasonic Avionics is putting Autonomous CRM to work across service and sales.
Modernizing Sales and Service: Boomi’s Blueprint for CRM Success
Join Boomi on our ongoing ServiceNow CRM migration journey as we evolve our sales and service model to deliver a connected customer experience from front office to back office. Learn how we created a phased approach that optimizes value for the business while building a foundation to bring CPQ and CRM into a seamless, AI-enabled customer lifecycle. You'll walk away with real-world strategies and insights from our hands-on experience that you can apply to your organization.
Beyond the Pilot: How Rossmann Scaled Agentic AI Across 2,400 Stores
Most retailers have run an AI pilot. Rossmann scaled one. Europe's largest family-owned drugstore chain replaced phone-based store support with an agentic AI-powered mobile app built on Retail Service Management. Store associates report issues in seconds instead of minutes from their phones. From image scanning and product identification to routing fully prepared cases to human agents, the system works end-to-end with 95% accuracy. Join to hear what it actually took — the implementation decisions, the change management & what made agentic AI stick with 2,400 stores worth of frontline teams
Project 360: How ISS Is Transforming From the Inside Out
ISS, one of the world's largest facilities and food service companies, is transforming employee and customer experience through Project 360. The goal? Become an easier company to work with, and an easier company to work for. Join ISS Americas CIO Alice Fournier as she shares the story behind Project 360 — the business challenges that made the status quo unsustainable, why ServiceNow was the platform of choice, and the early impact of modernizing field operations, reducing revenue leakage, and improving customer experiences at scale.
Proactively Manage the Performance and Availability of Critical Services With Synthetic Monitoring
Evolve from manual processes and isolated data to automated IT workflows with proactive alerting, workflow-driven automation, intelligent root cause analysis, and recommendations powered by generative AI within your ITOM AIOps environment. Synthetic Monitoring employs a proactive strategy that simulates user interactions and system traffic to detect availability and performance issues in critical services. By simulating user transactions on API endpoints, this solution identifies performance bottlenecks, helps ensure up-time, and optimizes user experiences.
AI for All: India's Blueprint for AI-Ready Talent
India ranks in the top three globally for AI talent — and it's just getting started. With $1.2 billion invested in the IndiaAI Mission, the country is building a workforce development model the world is watching. Through our partnership with AICTE, universities, government skilling organizations, and industry partners, ServiceNow is developing certified, job-ready professionals at scale. Learn how the ecosystem works, what makes these graduates ready to contribute from day one, and how to recruit campus and lateral hires directly from India's fastest-growing AI talent pipeline.
Introducing CodeCenter™: Supercharge ServiceNow Development With AI
Join us live for an exclusive session with our CTO, Mike Cornell, as he unveils CodeCenter™ - our AI-powered platform transforming ServiceNow® development. Learn how to boost throughput, lower costs, and outpace the competition with intelligent code generation, automated refactoring, and seamless UI/UX creation. Powered by Google Gemini, Microsoft Azure, and OpenAI, CodeCenter™ helps your team build smarter and faster. Don’t miss the future of AI-driven development. Register today to secure your spot!
From Chaos to Clarity: Building HR Service Delivery That Lasts
Drowning in shared HR email inboxes? We were too. By shifting to a unified HR Service Delivery model with ServiceNow HRSD as the centerpiece, we eliminated the inbox chaos, improved transparency between HR teams, and gained visibility into request types we’d never tracked before to drive measurable impact in our organization. This session will walk you through how we transitioned to a shared services approach, the lessons learned along the way, and the measurable impact it had on employee experience and HR team efficiency.
Low-Code Done Right: Empowering Developers and Admins
Accelerate delivery with low-code done right. This interactive workshop combines lecture, demo, and discussions to teach how to build professional-grade apps using Flow Designer, App Engine Studio, and reusable components. Learn when to use low-code vs. pro-code, enforce best practices, and avoid common pitfalls. Leave equipped to deliver faster, cleaner, and more maintainable solutions.
From Concepts to Certification: Mastering ServiceNow CSM
In this workshop you will learn about the complete CSM data model-From products, sold products, and install base items to service definitions, and case management. Learn to map customer business models using OOB tools with minimal customization. Includes live demos, discussion-led learning, and exam-aligned insights designed to strengthen both conceptual and practical CSM understanding.
Transforming Code With Flow Designer and Now Assist
In this hands-on lab, you will learn how to transform Script Includes into reusable Actions using Flow Designer. Discover how Now Assist accelerates modernization by generating and refactoring code, ensuring complex logic becomes accessible to every developer. Through demos, discussion and a hands-on lab, we’ll explore defining inputs and outputs, embedding AI-assisted logic, and best practices for evolving your instance toward low-code.
Communitizing Your AI Efforts
Everyone talks about AI. But adoption is another thing entirely. And helping real teams use it well is that step to value that’s often missing. In this collaborative workshop, we’ll explore how to embed AI adoption, and grow from it through peer networks, value chains, and community habits. We’ll hear real world use-cases and lessons learned from leaders, then collaboratively tackle use cases that YOU bring and distill key principles you can take back and apply.
Build an AI-Powered Mobile Experience in Minutes
In this hands-on lab, participants will learn how to put Now Assist at the center of their mobile experience. You’ll explore how to use Now Assist to understand user intent, provide contextual guidance, and drive faster task completion through natural conversation or in-app actions. Using voice-driven inputs and AI summarization, you’ll design a mobile experience that helps capture & consume information, fill forms, and complete tasks faster. By the end of the lab, you’ll have built an intelligent, AI-powered experience—powered by real data and delivered through the Now Platform mobile app.
Proactive by Design: Cengage’s Journey to a Better Digital Experience
Cengage is transforming its IT culture through ServiceNow DEX, creating visibility that connects people, technology, and data in new ways. This journey showed how shared insight can turn reactive support into proactive experience management, helping IT anticipate issues, elevate employee experiences, and deliver measurable business value. The session will share lessons from Cengage’s transformation, highlighting real examples of collaboration, change, and how visibility continues to inspire innovation across the organization.
Agile Arena Showdown: The Ultimate Enterprise Agile Planning Challenge
Join us for a high-energy team challenge that will put your Agile skills to the test! In this interactive training session, you'll experience the full Agile planning cycle in a competitive and collaborative format using Enterprise Agile Planning (EAP). Throughout the session, you'll tackle four rounds of Agile-themed exercises: • Epic Quest: Explore exciting features and meet your team. • Sprint Showdown: Plan and execute your sprint. • Kanban Kitchen: Cook up the perfect Kanban solution. • Retro Remix: Reflect on your experience and improve for the next round. Note: Prior Agile experience is ideal for this session, but all learners are welcome!
Data Analytics for All at Scale: What's Working in the Wild
How are forward-thinking organizations using Pyramid Analytics to move faster and operate smarter? In this session, hear about customers deploying advanced analytics on the Pyramid platform. Learn the use cases driving adoption, how teams are uncovering insights faster, and the measurable wins they're seeing across industries. Whether you're a platform owner, workflow lead, or analytics practitioner, you'll leave with concrete examples of what's possible.
When Robots Start Thinking: The Physical AI Revolution
The AI in robotics market is projected to surge from $55B in 2025 to $291B by 2035. Robots have long been confined to repetitive tasks in controlled environments — that era is ending. Physical AI gives robots the ability to see, reason, and act in the real world using plain-language instructions. Nick Diaz and Eugene Chuvyrov provide an overview of World Models, unpack how Vision-Language-Action models are rewriting the rules of robotics, and why the real breakthrough comes from connecting digital and physical AI agents on a unified platform. You'll leave with a clear picture of what's possible today.
Trust by Design: What's Actually Working in Your Organization?
Shadow AI averages $670K per breach, agents operate without tracking, and governance lives in shared drives — not executable policy. But what's the reality in your organization? Diana and Elisha facilitate discussion around three questions: Where are your blind spots in AI agent visibility? Who owns accountability when an agent fails? How are you balancing deployment speed against security rigor? Bring your war stories, unresolved tensions, and early wins. You'll leave with peer-tested frameworks and a clearer sense of your next move. This Exchange Suite picks up where Trust Is the New Currency theater session left off. If you haven't attended that session yet, we recommend starting there — then come here ready to dig in with your peers. Can't catch the theater session first? No problem — we'll open with a quick recap before diving into the discussion.
Quantum Readiness: Where Does Your Organization Actually Stand?
Most organizations know quantum is coming — far fewer have taken the first real step. Where are you stuck, and why? This roundtable facilitates an open exchange across three themes: How your organization is prioritizing post-quantum cryptography today, what's blocking quantum readiness from reaching the C-suite agenda, and what early movers are actually doing differently. Bring your honest assessment, blockers, and questions. You'll leave with community insights, a clearer sense of where you sit on the readiness curve, and an action to take back to your team. This Exchange Suite picks up where Quantum Readiness: The Window Is Open theater session left off. If you haven't attended that session yet, we recommend starting there — then come here ready to dig in with your peers. Can't catch the theater session first? No problem — we'll open with a quick recap before diving into the discussion.
The AI Skilling Playlist: Greatest Hits From ServiceNow University
Where do you start when everyone needs to skill up on AI? This session curates the greatest AI learning hits in ServiceNow University — from universal AI foundations that apply to any role, anywhere, to advanced courses for ServiceNow AI builders and implementers. You'll get a tour of credentials, instructor-led training, and free on-demand options so you can build a playlist that works for your whole organization. Walk away knowing exactly which tracks to queue up first.
Building Bold Careers: UT San Antonio Students Power the ServiceNow Ecosystem
The University of Texas at San Antonio Bold Careers program creates job-ready individuals by providing student interns a combination of technical courses and experiential learning opportunities. Students across several disciplines select an AI-focused ServiceNow University pathway curated to their interests before supporting departments using the ServiceNow platform as a customer. By earning ServiceNow credentials and mastering platform workflows, students graduate job-ready to pursue roles within the global ServiceNow ecosystem and are equipped with the skills, confidence, and connections to thrive in the digital workforce
From Chaos to Clarity: The Data Foundation That Makes AI Actually Work
Many AI initiatives fail because the underlying asset data is inconsistent, incomplete, or not organized for AI readiness. To unlock meaningful outcomes—from automated work order assignment to GenAI that interprets technician notes and machine learning that forecasts failures or energy patterns—organizations must first establish a strong data foundation. By doing so, they can move from reactive to predictive operations without adding new tools. In this session, learn how leading customers are achieving this today and what advancements are expected through 2026 and beyond.
The Condition Builder: Beyond the Basics
The Condition Builder is a beloved tool across the platform. This popular K25 session is being updated to show you that there's more to the condition builder the just the standard operators. For example: do you know where is (dynamic) operators are defined? Did you know you can build your own? Or, how about making hierarchical queries—are you still using script includes? Let's pick apart the condition builder and look at powerful uses beyond the usual record list slicing-and-dicing.
You Can't Govern What You Can't See: A Hands-On Adventure With AI Control Tower
AI is everywhere in your organization. But is it governed? Can you prove it's compliant? In this hands-on lab, you'll explore AI Control Tower - ServiceNow's command center for AI governance. You'll learn how to manage the AI lifecycle from intake to deployment, assess risks, customize governance policies to fit your organization, and build the foundation for a scalable AI Center of Excellence. Walk away with practical skills to establish AI governance that works - and the confidence to answer when leadership asks "is our AI under control?"
Building an AI-Ready Workforce: A Cross-Industry Roundtable
As AI transforms how we work, the question isn't whether to upskill, it's how to do it at scale. This interactive roundtable brings together leaders tackling the same challenge: preparing their workforce for an AI-driven future. At ServiceNow, we're asked constantly how we're approaching AI readiness and learning across our organization. This session is designed to share our journey, from AI-infused career profiles and personalized assessments to integrated learning platforms, while creating space to learn from yours. Together, we'll explore practical strategies for closing skill gaps, measuring ROI, and fostering cultures where AI adoption feels empowering, not threatening. Whether you're just starting or scaling fast, join us to exchange insights, challenge assumptions, and leave with actionable next steps. Because the best learning happens when we learn together.
Human and AI: Agent‑Powered Engineering to Reinvent ServiceNow Delivery
Human + AI is redefining ServiceNow Delivery & Operations. In this AI Innovation Zone session, see how AI‑augmented engineering via MCP coordinates agent-powered roles (architect, developer, process consultant, knowledge) across the lifecycle—from strategy and solutioning to build, test, deploy, and operate—so one architect can deliver what once required a team. We’ll connect the approach to ServiceNow’s AI Agent Studio and enterprise governance concepts like AI Control Tower. Leave with reusable patterns, quality/security guardrails, and practices to scale responsibly.
How Itaú Eliminated 355k Incidents Using ITOM, Playbook, Predictive Intelligence and AI Automation
In a highly complex and rapidly expanding cloud environment, maintaining scalable alert automation is a constant challenge, and it’s also vital to keep our instances stable. To address this, we consolidated our automation and AI solutions and orchestrated them through a centralized playbook, enabling structured and efficient alert responses. This approach delivered a streamlined, reliable, and consistent workflow: in a year, it prevented around 355,000 false incidents and generated a +23% reduction in incident volume.
The Hybrid Handoff: Weaving AI Agents and Now Assist Into Low-Code Flows
Ready to move beyond simple automation? Learn how to build sophisticated hybrid AI workflows by combining the power of Flow Designer and Playbooks with the intelligence of AI agents and Now Assist Skills. We'll show you the architectural patterns for the handoff between low-code logic and AI processing, creating powerful, end-to-end automations.
Now on Now: Managing Our Platform at Scale
We are growing rapidly and managing extraordinary growth on the platform. In this session you’ll hear how we leverage the power of our AI platform to automate and orchestrate how we manage the platform at scale.
Order-to-Cash Transformation With ServiceNow CRM
Present how Infosys had designed and delivered globally ServiceNow CSM solution as an Engagement and workflow automation platform for Order to Cash (O2C) processes for a German Biotechnology Company. Strategically implemented a multi-year program to roll out globally across all regions in a phased approach. This transformation initiative is part of our clients larger SAP Core Migration from ECC to S4 HANA.
You Want Me to Stream HOW Many Messages?
Need to stream thousands of events now? When traditional, slow-batch integrations can't keep up, you need ServiceNow Stream Connect. Join this hands-on lab, and we'll guide you through the entire process. You'll get hands-on experience generating the security certificates to connect to a Hermes cluster, use Flow Designer to write to a Topic, and then read that data instantly from an external client. You'll leave with the practical knowledge to set up your own high-speed data streams like a pro.
Next-Gen IT Risk and Compliance With Agentic AI
Experience ServiceNow's Agentic AI capabilities firsthand in this hands-on IRM workshop. Across three labs, you'll use Now Assist and AI Agents to auto-generate GRC issues from natural language, identify emerging risks using AI-powered risk identification, bulk-assess risks with intelligent scoring, and leverage GenAI to update controls based on regulatory changes and de-duplicate your control library. Every lab is powered by out-of-the-box AI. Walk away knowing exactly how Agentic AI transforms IT risk and compliance from a manual grind into an intelligent, automated workflow.
Pioneering AgenticAI for Employee Experience and HR Operations
Siemens Healthineers revolutionized global HR operations by launching an innovative user experience platform, overhauling the HR-IT ecosystem, and redefining HR processes. Our unified One-Start-Shop, built on ServiceNow with HRSD and Employee Center Pro, coupled with a newly setup in-house HR service organization supports employees at every career stage. This session highlights key milestones, showcases solutions, and explores the potential of AgenticAI to be put into work based on concrete use cases.
Securing a Scripted REST API
You've created a custom, scripted REST API. But how secure is it? Without the proper precautions, your new API will become a source for a data leak, or worse. In this hands-on lab session, you will take an existing, custom API and make it as secure as possible. We will start by modifying table access settings, creating access controls, and enforcing these ACLs using the right Javascript methods within our API. We will then take advantage of the latest platform features available such as OAuth, API Access Policies and authentication scopes. This session is intended for ServiceNow developers.
AI-powered automation: Supercharge ServiceNow with SailPoint
Ready to eliminate endless helpdesk tickets? Discover the future of access request by combining ServiceNow®'s native GenAI with SailPoint's deep identity security context. This session reveals how to empower employees to get the right access through simple, natural language conversations, all within their familiar portal. Join us to see how SailPoint’s Identity Security Cloud can supercharge your ServiceNow experience and deliver automated, secure access for a more productive workforce.
Now on Now: Reduce Costs and Rationalize Applications With Enterprise Architecture
At ServiceNow, our enterprise architecture adapts dynamically to business change—powered by real-time EA Workspace and automated workflows. In this session, we'll share our integrated CMDB strategy, which connects IT and business decision-makers on our platform for rapid application rationalization and measurable savings. You'll learn about our proven approaches to lowering risk and enabling smarter alignment at scale.
The Blueprint for Agentic Business
To win with AI, companies need to scale fast without compromising security. Join Amit Zavery, ServiceNow President, CPO, and COO, and special guests to go inside the platform: how ServiceNow brings together your data, AI, workflows, and security to build and scale AI you can trust. This is the engineering behind the AI platform that executes.
Now on Now: Drive Action With CMDB, CSDM and Service Mapping
In this session, we'll share how we've matured the use of CMDB, CSDM, and service mapping, highlighting their critical role in IT operations. By better integrating these features, we've improved visibility, streamlined processes, and enhanced service delivery, driving greater operational efficiency.
Pop the Cork: Planning Perfection With ServiceNow Collaborative Work Management
Get ready to party like it's 2029! Join us for this fun and interactive session where we'll use ServiceNow Collaborative Work Management (CWM) to help organize an epic (but fictional) 25th anniversary bash for ServiceNow. We'll demonstrate how to schedule party tasks with precision, collaborate seamlessly across departments, and tap into AI to make event organization a breeze. You'll leave this session with the skills to tackle any small or large-scale event using ServiceNow CWM. Let's raise a glass to learning and innovation!
Activate Your Skills Superhero for 6X ROI on Your Team's Learning
Organizations investing in ServiceNow training and certification achieve 536% ROI through faster implementations and increased productivity. So why do so many leave that value on the table? ServiceNow University includes a role designed to unify training, accelerate adoption, and multiply platform value — but most organizations never activate its full potential. This session shows you how to unlock a skills superhero for your organization: the role, the responsibilities, and a step-by-step playbook for building an AI-ready workforce. Walk away with a checklist you can use the day you get home.
Empower. Enable. Accelerate: The Learning Strategy Behind Global Payments Success Plan
Abstract: In this session, we will delve into how Global Payments successfully optimized their ServiceNow AI Platform investment by adopting ITSM, ITAM, ITOM, and CSM through a combination of ServiceNow University resources and an effective organizational change management (OCM) strategy. This discussion will highlight the practical steps taken, the challenges addressed along the way, and the outcomes achieved by leveraging both targeted training and a structured approach to change.
Unified AI Control and Insight With AI Control Tower and Amazon Bedrock AgentCore
Explore how ServiceNow AI Control Tower integrates with Amazon Bedrock AgentCore to empower enterprises with broader visbility and governance of AI assets and Agents running in their AWS environments and integrations with agents and tools in other environments. Discover the seamless experience between AI Control Tower and Bedrock AgentCore such that builders and developers will have visibility into policies and requirements to create and run AI with the right guardrails and the AI stewards have the ability to control and take action on AI in the enterprise to minimize risks and maximize value.
Cloudera Enterprise Data Meets ServiceNow AI for Agentic Workflow
Unlock the full potential of agentic AI by bridging the gap between massive data estates and governed workflows. Cloudera manages 27 exabytes of data that, when integrated with ServiceNow®’s AI Control Tower, provides the essential end-to-end context for high-functioning AI agents. While our customers already leverage Cloudera’s graph technology for gradient insights, this partnership takes it further. Together, we are fueling the next generation of enterprise context, turning raw data into the precise, governed outcomes required for the most demanding business environments.
Now on Now: AI implementation real talk—what worked, failed, and scaled
Everyone is experimenting with AI. Few turn pilots into something that lasts. In this Now on Now session, ServiceNow leaders share the customer zero reality: what we tried across chat, search, workflows, and agents, what failed, and what actually scaled across 29,000 employees. We'll get into why AI efforts stall after launch, when autonomy helps and when it hurts, and how experiences have to earn trust before they earn adoption. Walk away with practical lessons to move AI from pilots to everyday impact.
When Security Patches Break Everything: The Query ACL Crisis We All Survived
Want to understand why platform security matters beyond just "best practices"? Join us for the inside story of why the May 2025 ServiceNow security patch was critical for maintaining security around sensitive data. Learn why query_range/match ACLs matter, and why securing read access alone isn't enough. Learn how we investigated 40-75% ACL increases, developed a Security Attribute-based solution, and created reusable patterns for platform security. Walk away understanding the real risks in your instance and actionable strategies for protecting sensitive data at the query level.
Expl(AI)n It to Me Like I’m Five: Building With AI for Absolute Beginners
Developers are now expected to build with AI, but where should one begin? In this hands-on lab, we’ll "explAIn" how generative and agentic AI show up on ServiceNow, help you build faster with AI-assisted features, and share practical tips for checking AI’s output. Leave ready to integrate AI into your dev process with confidence.
This Is Heavy: AI-Powered Development for ServiceNow Developers
Great Scott! Doc Brown can't find his flux capacitor calibrator. It's up to you to build an app at the speed of time travel to help him keep track of his gear. In this hands-on lab, you'll use Build Agent to scaffold a complete app from natural language, iterate fearlessly with checkpoint-based reverts, and make precision edits using file and line context. Then you'll switch to Now Assist for Code to generate business logic, master context-aware editing, document existing scripts, and accelerate with intelligent autocomplete. Flux capacitor not included.
Showcase the Value of the ServiceNow AI Platform Using KPIs
In this workshop, platform owners will learn how to measure and showcase the value of the ServiceNow AI platform. Through expert guidance, examples, demos, and peer discussions, attendees will discover how to align key performance indicators (KPIs) with business objectives and use ServiceNow-native capabilities to track progress and measure success. By the end of this session, participants will have the tools and expertise to demonstrate how the ServiceNow AI platform drives strategic impact and delivers measurable results.
AI-Powered SPM: Try It Yourself!
Calling all Project, Product, and Demand Managers! Ever wish you had an AI assistant to cut through the noise and get insights faster? Join our 90 minutes session to experience a real-world scenario and go hands-on with Now Assist—your new AI sidekick. Learn to summarize feedback, create agile stories from business ideas, and craft polished project updates effortlessly. No buzzwords—just smart, AI-powered magic to help you work faster and smarter.
From Automation to Intelligence: Unlocking AI Capabilities
The session will be a combination of a workshop (lecture/demo/discussion) and a practical hands-on lab exercise. The workshop is aimed to go beyond the ‘what is AI?’ basics. In the lab they will set up Generative AI for summarization, KB article generation and resolution suggestions. In the workshop you will learn about AI in Action including demos how to set up metrics and governance to measure AI accuracy, adoption and trust. In addition, we will also talk about Data quality prerequisites, adoption tips and leave open floor for questions and discussion.
Crafting Compelling HRSD Journey Experiences
Lifecycle events are pivotal moments in an employee's journey within your organization - from onboarding to offboarding. As a key application in Journey designer, we'll navigate the complexities of configuring Lifecycle Events, exploring why they're often the most involved aspect of creating a seamless journey experience as they require cross-departmental interactions. This session provides hands-on labs, group problem-solving, and real-time demos by the instructor. Participants will be empowered to create complex lifecycle events that significantly improve the employee experience.
Finding the Right Way to Record Products and Services in CSM
Customer Service Management offers multiple ways to reference products and services: Product models, assets, "sold" products, install base items. In this session, we take the mystery out of these options so that your CSM implementation uses the most appropriate method for your requirements. You will learn not only how to create products to reference in your cases, but also how to record individual customer purchases, including the exact items in their possession. This session will consist mainly of a lecture and demo, but there will be a simple lab to complete to enhance your understanding.
Accelerate Business Transformation: Enterprise Modeling and AI-Driven Governance
Is your architecture keeping pace with the demands of a rapidly evolving enterprise? This lab provides hands-on experience with the latest ServiceNow Enterprise Architecture (EA) innovations, focusing on how practitioners can use AI to drive measurable value through precise modeling. You will manage high-velocity application portfolios and automate the rationalization process, as well as use Now Assist for EA and gain practical experience in Enterprise Modeling to visualize the complex relationships between your technology stack, business architecture and Business Process Modeling.
It’s AI—What Could Possibly Go Wrong?
There is a massive push to get AI experiences out the door to drive deflection and solve end-user problems, but the experience that ships shows that “working” and “working responsibly” are not the same thing. In this hands-on workshop, you’ll get to practice responsible AI design using ServiceNow's Responsible AI Guidelines. You'll diagnose problems in an end-user AI experience, co-design and mock-up a more responsible experience, and practice fostering cross-functional discussions. Most importantly, you will gain insights into tailoring responsible AI practices for your own work needs.
Discover, Quantify, and Showcase the Value of Your ServiceNow Assets
In this hands-on lab, learn how AI-powered automated discovery helps you uncover every ServiceNow asset you’ve ever created—Flows, Subflows, Actions, Catalog Items, RPAs, Playbooks. You’ll see how each asset’s execution history translates into tangible time and cost savings, empowering developers to measure and showcase their real business impact. Key takeaways include setting discovery frequency, tracking value over time, and operationalizing insights across past, present, and future assets.
From Chaos to Clarity: Mastering CMDB De-Duplication at Scale
Ready to take your CMDB data quality to the next level? This hands-on lab is built for ServiceNow CMDB administrators and consultants who want to eliminate duplicates, boost accuracy, and strengthen trust in their data. You’ll dive into the power of de-duplication templates to identify and resolve duplicate configuration items (CIs) at scale and see how Now Assist for CMDB can accelerate and simplify the process using AI-driven insights. You’ll get hands-on experience configuring, testing, and refining your own de-duplication templates.
Smarter Data, Stronger CMDB: Unleash the Power of AI Agents and Data Manager
Step into the future of CMDB management with agentic workflows for CMDB, a new capability powered by Now Assist for CMDB. In this hands-on lab, you’ll discover how AI-driven agents can revolutionize governance, data quality, and lifecycle management, replacing static rules and manual processes with intelligent automation. You’ll dive into AI Agent Studio, experiment with agentic workflows, and build Data Manager policies that strengthen governance and compliance across your CMDB. Watch as specialized AI agents collaborate to guide, detect, and provide insight into issues in real time.
From Process to Playbook: Transforming Work With ServiceNow’s Guided Experiences
Curious about ServiceNow Playbooks but haven’t tried them yet? This workshop shows how Playbooks turn complex processes into guided, visual workflows that boost efficiency. Explore out-of-the-box Playbooks for CSM, FSM (including mobile), and PSDS, and learn how they integrate with Flows and Decision Tables. We’ll cover activation, configuration, and adoption strategies (no coding required) so you can confidently deploy guided experiences that drive real business impact.
Break It Before It Breaks You: Testing and Debugging Flows Like a Pro
Building a flow is just the start. Ensuring it runs reliably, scales smoothly, and handles failures gracefully is where expertise shines. In this interactive hands-on lab, you’ll learn how to test and debug ServiceNow flows before they affect users. We’ll cover test planning, real-world simulations, Flow’s Test Panel and Execution Details, logs, notifications, Integration Hub debugging, and best practices for automation, change management, and governance.
*.NONE to See Here but ACL Rules Design, Troubleshooting, and Debugging Techniques
Troubleshooting ACL issues can be chaos—broken integrations, blocked flows, slow performance, and security fixes that break scripts. This session reviews the most common ACL symptoms, pitfalls, and remedies. Learn how to diagnose failures, avoid risky patterns, optimize performance, and recover when “someone changed a thing and now nothing works.” Perfect for anyone wrestling with Access Control Lists.
Increase Velocity by Bringing All Your AI and Dev Tools Together
See the vision for how to bring all of the development tools together to increase your ServiceNow development velocity. See the current and near term roadmaps and how they all fit together.
Let’s Talk About Embracing Change: OCM for Platform Owners
Change is the only constant in our lives, especially for ServiceNow platform owners who have to constantly navigate new releases and the fast-paced evolution. Successful change can be the difference between managing a growing platform and merely maintaining one. That’s why we designed this session to explore Organizational Change Management (OCM) strategies. Discover testimonies from platform owners who have used OCM frameworks, strategic planning, and effective communication. Whether you’re new to ServiceNow or a seasoned expert, come ready to connect and share your approach to change.
Enterprise Vibe Coding: From First Steps to Full Speed With Build Agent
Kick off your lab adventure by using Build Agent (Agentic AI) for creators to unravel the secrets of a custom app! Then take your first steps with Build Agent to make minor updates to it. Once you’ve mastered the basics, you'll set the pace. You'll choose your own adventure by leveraging Build Agent in ServiceNow Studio or the ServiceNow IDE to craft a new application. This lab will help you uncover AI-assisted development best practices, learn application testing tricks, and walk away with new skills, all while creating space to experiment freely to showcase your worthy project.
The Developer Roadmap: Navigating UX, Automation, and AI on ServiceNow
The ServiceNow platform is evolving fast—and developers are at the center of shaping what comes next. This roadmap session will chart the journey across three critical pillars: user experience, workflow automation, and AI innovation. You’ll gain insight into near-term releases, long-term vision, and practical guidance on how to align your app development strategy with ServiceNow’s platform trajectory. This session is designed to help you anticipate change, prepare your teams, and unlock new opportunities as the platform grows.
From Slow to Smooth: ServiceNow Performance Tuning Tips
Performance optimization is key to maintaining a seamless and scalable ServiceNow environment. This session focuses on actionable techniques to identify, analyze, and resolve common performance bottlenecks. Drawing from hands-on experience, we’ll explore practical methods such as monitoring long-running scheduled jobs, analyzing slow transactions, checking node health, and reviewing queued flows and events. Attendees will gain insights into proactive maintenance practices and learn how to keep their instances optimized, stable, and bloat-free —ensuring smoother performance of their instance
Reimagining Disputes with VISA: AI-Driven Transformation Across Global Payment Networks
Disputes have long been one of the most rigid, regulated processes inside a financial institution—defined by manual work, strict rules, and limited innovation. That’s changing. In this session, we’ll explore how institutions are transforming disputes management across Visa, Mastercard, and regional rails—moving to an AI-driven, platform-based model that reduces cost, accelerates resolution, and improves customer outcomes. You’ll see how to execute now using three flexible deployment models that integrate with your current environment and scale quickly. If AI can transform disputes, it can transform anything. This session gives you a practical path to act now—driving real results and positioning yourself as the leader bringing AI into the most critical operations in your bank.
Lights, Camera, Code: Build a Movie Library App With Build Agent
In this hands-on lab, you’ll use Build Agent to create a fully functional movie library application from the ground up. From defining data models to building a custom React-based UI, you’ll experience how generative AI accelerates every step of app creation—without compromising control or creativity. Walk away with a working app and the skills to build your next idea faster than ever.
Speak Spoke: Build Integrations Faster With Now Assist
Discover how Spoke Generation, powered by Now Assist, transforms natural language API documentation into fully functional custom spokes—in minutes. In this hands-on lab, you’ll learn how to go from documentation to deployment by generating spoke scaffolding, defining integration actions, and testing endpoints with AI-assisted precision. This session equips you with the tools to build smarter, faster integrations.
Autonomous Testing With Test Agent: More Coverage. Less Effort. 10X Results
Testing doesn’t have to slow you down. In this hands-on, interactive session, see and learn how ServiceNow Test Agent delivers 10X the productivity, test coverage, and more time for innovation for your dev team. Objectives Understand how ServiceNow’s Test Agent automates test authoring, execution, and self-healing through AI. Practice live creating and executing tests using Test Agent in an interactive lab environment. Identify real-world opportunities to accelerate development. Key Takeaways 10X productivity boost: Real coverage that works Faster innovation.
The Sweet Suite: Accelerating Agent Productivity With Agentic Workflows
Discover how a suite of AI-powered agentic workflows can transform task management for support agents, IT teams, and service staff. These workflows work together to help agents focus on the right tasks, classify and understand them faster, generate resolution plans, and close tasks with greater efficiency. By automating reasoning, prioritization, and resolution steps, these workflows save time, reduce manual effort, and improve SLA adherence—empowering agents to do more with less.
AI App Development: Build from anywhere. Deploy with confidence
App development is moving faster than ever, and ungoverned AI is moving with it. See how ServiceNow gives CIOs the path from Shadow AI to Sanctioned AI with Build Agent, delivering AI-native agentic development so every application lands production-ready, secure, and with AI agents already built in.
From IT Spend to Strategic Impact: AI-Powered TBM On ServiceNow
Technology Business Management (TBM) should power strategy—not just track spend. Discover how Nicus is advancing TBM on ServiceNow with the Nicus AI Agent. By embedding TBM expertise, cost modeling guidance, and planning best practices directly into Now Assist, organizations move beyond static reports to real-time financial insight. See how AI accelerates implementation, strengthens financial accountability, and helps IT leaders translate spend into strategy.
AI Control Tower Challenge
Fantasy sports draft mechanics, applied to enterprise AI governance. Teams run an AI Center of Excellence, drafting AI agents, models, data sources, and integrations under budget and regulatory pressure. Then events hit: regulatory shifts, security incidents, model drift, and cost overruns. Picks force tradeoffs between value, risk, compliance, and cost. Events reveal whether your governance investments paid off. Compete for the leaderboard and understand what AI Control Tower is built to solve. No prior product knowledge required. Want to know how to play? Check out the rules here: http://devlink.sn/LearnToPlay
From Upgrade to Impact: 21 Percent MTTR Reduction With Next Experience and CSDM
Driven by Takeda’s goals to enhance service reliability and operational efficiency, we embarked on a transformation that combined ServiceNow®’s Next Experience UI, CSDM 4.0, and a real-time Service Operations Dashboard—achieving a 21% reduction in MTTR. This session reveals how aligned data, an intuitive UI, and improved visibility enabled faster resolution, smarter decisions, and measurable impact.
Build Your First Agentic Workflows: Hands-On With AI-Driven Flows and Playbooks
Join us to learn how Agentic Workflows transform static guided steps into adaptive, AI-driven workflows where humans and agents collaborate seamlessly. Discover how they reduce complexity, improve compliance, and accelerate results through real-world use cases like incident triage and compliance management. You’ll leave with a clear understanding of what makes Agentic Workflows different, practical strategies for adoption, and best practices from the team that created the feature.
The Zero Touch Revolution: AI-Powered Risk and Compliance Assessment Response
Experience the future of risk and compliance with ServiceNow's zero-touch assessment intelligence. This session showcases how our AI-powered Assessment Response Agent accelerates turnaround time for assessments by leveraging historical assessments, uploaded documents, and external data to generate instant, intelligent responses. Watch as AI assists responders by answering questions to streamline and improve assessment quality. See how zero-touch technology transforms any risk and compliance assessment, delivering expert-level responses in seconds and revolutionizing assessment workflows.
Governing AI Development Across a Multi-Partner Platform at Pfizer With xtype
When ServiceNow spans multiple vendors, teams, and AI-powered workflows, governing what moves to production becomes exponentially harder. Pfizer's platform team faced this head-on: different partners, different deployment habits, no consistent standard, and GxP compliance on the line. In this session, learn how Pfizer used policy-driven scan gates to enforce code quality across all environments before promotion, blocking high-risk changes automatically. As AI accelerates development velocity, see why enforcement by xtype, not policy alone, is what keeps regulated enterprises in control.
From Reactive to Autonomous Action: BigPanda Agentic ITOps
Bring together real-time observability from all your systems with ServiceNow® ITOM and ITSM to enable trustworthy, autonomous action within ServiceNow. In this session, BigPanda will demonstrate how its platform combines real-time operational data with the institutional knowledge in your ServiceNow environment to predict and prevent incidents, eliminate alert noise, produce context-rich tickets, and enable autonomous workflows within major incident management. Attendees will learn how to automate all stages of incident detection, triage, and response using BigPanda and ServiceNow.
See Your Workforce Clearly: Skills Intelligence That Works
In an AI-driven economy, workforce transformation isn't about gut instinct, it's about intelligence. ServiceNow has partnered with TechWolf to connect the work that's actually being done, the skills that exist, and the capabilities we need next. This session reveals the blueprint for how ServiceNow built its skills intelligence with the support of TechWolf's data layer. You'll learn how we are: • Powering ServiceNow University with dynamic, real-time skill profiles that grow with the employee • Creating the foundation for workforce planning, talent integration, and capability forecasting grounded in actual data, not assumptions • Building an "always-on" intelligence system that lives in the background, integrating with existing HR tech rather than replacing it • Positioning skills intelligence as the connective tissue between business strategy and talent decisions Most companies are navigating workforce transformation with incomplete maps. Learn how to move from guesswork to workforce intelligence that drives every talent decision your business makes.
Governing Intelligence at Scale: Enabling AI Control Tower
As AI deployment accelerates, organizations struggle to balance innovation with risk, compliance, and ethical considerations. This presentation introduces a technology-enabled approach to AI governance. By connecting KPMG's Trusted AI framework with the ServiceNow AI Control Tower, enterprises can effectively manage the entire AI lifecycle, from intake and risk assessment to monitoring and value tracking. This integrated solution enables organizations to scale AI responsibly, ensure compliance, and build trust in their AI systems, ultimately achieving Trusted AI at scale.
FSM Roadmap: Faster Dispatch, Smarter Technicians, Fewer Repeat Visits
See what's coming for ServiceNow Field Service Management and how we're using AI to get field teams out of the administrative weeds. Hear from our product leaders as they walk through new capabilities and the 2026 roadmap, including how ServiceNow AI Agents instantly assign the right jobs, close work orders automatically, and relocate crews based on real-time demand. Learn how our unified platform speeds up dispatch, cuts documentation burden on technicians, and helps operations teams adapt to shifting demand—without adding headcount.
Workflow Data Fabric: Context Engine and Autonomous Data Governance Roadmap
AI fails without trusted, contextual data. Workflow Data Fabric solves this by unifying governance, metadata, lineage, quality, security, and semantic context across your enterprise. Powered by Data Catalog, Knowledge Graph, Agent Orchestrator, and more, it delivers a continuously AI‑ready foundation that adapts in real time. Learn how enterprises like S&P Global can shift from reactive data cleanup to proactive, automated control—and finally unlock reliable, high‑impact agentic AI.
PayPal's Database Transformation: From MariaDB to RaptorDB Pro Success Story
Learn how PayPal successfully migrated their ServiceNow platform database from MariaDB to RaptorDB Pro, resolving long‑standing performance issues and enabling accelerated platform growth. Hear how the team restored business confidence by improving usability, boosting satisfaction, and expanding into resource‑intensive areas like Event Management, SecOps, and Now Assist. PayPal will share key lessons and business results—including 2× faster database tasks, 2.7× faster UI tasks, and 5× gains on their longest‑running operations.
Fujitsu’s AI-Driven Challenge to Transform the Next-Generation Service Desk
Fujitsu has deployed ServiceNow across 90,000 employees, over 300 business systems, and a 6,000-person service desk, and drive a transformation centered on AI.When introducing Now Assist, the company faced challenges including limited local-language support and product constraints. By creating its own evaluation methods and collaborating closely with ServiceNow, Fujitsu overcame these challenges, achieving a 50% reduction in lead time and a 50% rise in knowledge-article hit rates. The project now aims to achieve autonomous AI agents and shift talent toward more strategic roles.
Zero-Touch Threat Response: How AI Agents in ServiceNow Redefine Cyber Defense
Discover how AI agents in ServiceNow can transform SecOps by automatically mapping threats from MITRE ATT&CK to security incidents and generating dynamic playbooks for rapid response. Learn how to integrate threat intelligence, automate triage, and orchestrate AI-driven workflows to reduce response times and strengthen cyber resilience through intelligent, adaptive automation.
Risk Transformation: From Manual Complexity to End-to-End Automation, Enabling AI
Legacy risk systems create inefficiencies and fragmented oversight. This session explores how ServiceNow IRM enabled a unified risk view, automated triage, and integrated compliance workflows for a global financial institution. Key outcomes included an end-to-end Risk Event process—from operational error to customer compensation—and an enterprise-wide RCSA framework, laying the foundation for AI-driven automation and enhanced risk profiling. A new standard for scalable, intelligent risk management.
How Truist Automated HR Auditing and QA Through ServiceNow
Truist has built a custom ServiceNow HRSD app to automate audit creation, tracking, and reporting, replacing manual spreadsheet and email processes. Some team audit members spent a majority of their work week only on this task. The solution auto-generates randomized case/task selections, creates audit records for scoring, and triggers follow-up tasks for failed audits and required re-work. Dashboards provide real-time visibility into results for auditors and managers, delivering significant efficiency gains and eliminating fragmented communication and metrics.
From Order Taker to Value Creator: Four Pillars of Successful Platform Ownership
Platform owners face competing priorities—maximising ROI, innovating, onboarding new processes, developing skills, and governing for long-term success—all while keeping the lights on. In this session, Crossfuze & Stellantis share the importance of how a tried and tested methodology can align ServiceNow with your organisation's strategic agenda, accelerate innovation and adoption, and deliver measurable business outcomes. Learn how to future-proof your platform, articulate value, and transform ServiceNow from a tool into a driver of enterprise growth.
Reshaping the Security Frontier: The Move to AI-Based Exposure Management
With AI as the driver for both offense and defense, reactive security is an obsolete strategy. This session explores the transition from manual oversight, to an end-to-end approach designed for total visibility and autonomous action. We will dive into the next generation of exposure management, including continuous validation and closed-loop remediation. Join us to see how we are building a framework that doesn't just identify vulnerabilities, but actively eliminates them before the damage is done.
Platform Excellence: How Northwestern Medicine Transformed Value in 18 Months
How do you transform ServiceNow into a top CIO priority in just 18 months? Northwestern Medicine did it. Partnering with ServiceNow Impact, they unlocked enterprise-wide platform value — building internal expertise, embedding best practices, and expanding beyond IT into HR, Finance, and Supply Chain. A value-driven roadmap laid the data foundation for AI adoption, with a Now Assist pilot delivering measurable improvements in Tier 1 and Tier 2 incident management. Join us to hear how the right partnership can transform your platform faster than you think.
Automate the Association of Foundation Group Data With Configuration Items to Better Align With CSDM
For a CMDB to deliver maximum value, administrators must enrich discovered data with non-discoverable information, such as group assignments. Groups play a critical role in managing CI related incidents, facilitating change processes, and streamlining CMDB Data Manager task assignments. Accurate group data ensures these activities operate efficiently and reliably. In this hands-on lab, you'll implement a portion of the CSDM model to enhance group assignment updates for selected configuration items. Using CI Class Manager, dynamic CI groups, and Service Builder, you’ll learn practical techniques to keep group data accurate and aligned with CMDB and CSDM best practices. Bonus content: Learn more about Service Designer, our next generation experience for creating Services and Offerings.
LEAPing the Rewards of Automation With AI
AI is Redefining IT Operations. This session explores how Autonomous IT—powered by AIOps LEAP is revolutionizing operations by learning continuously from past incidents and operational data. Join an expert from NFP, alongside our product innovation team, as they share how AI-driven insight and contextual automation are changing the way businesses identify automation candidates. Together, we’ll showcase real examples of how AI models surface repeat incident patterns, automatically map them to automation opportunities, and help teams build a self-improving IT ecosystem.
From Reactive to Agentic IT: MSP Transformation with ServiceNow & TeamViewer ONE
MSPs face growing pressure to deliver faster outcomes, reduce friction, and improve digital employee experience without adding cost or complexity. This session explores how Thrive uses ServiceNow and TeamViewer ONE to shift from reactive support to autonomous, prevention‑led operations. With real‑time DEX insights, AI automation, and secure remote connectivity, intelligent agents resolve issues proactively, enabling a fix‑once, fix‑forever model that eliminates repeat incidents and drives self‑healing IT.
Certified Smarter, Not Harder
Certify Smarter, Not Harder is designed to help ServiceNow certification candidates prepare with purpose instead of pressure. Rather than memorizing questions or relying on misconceptions about scoring, this session explains how exams are structured, how scoring actually works, and how to use the official exam blueprint to focus study time where it matters most. By combining accurate insights, hands‑on platform experience, and proven preparation practices, we help learners study more efficiently, avoid common mistakes, and approach their certification exams with confidence and clarity. Additionally, we'll introduce our new partnership with MeasureUp, a top provider of IT certification practice tests. Their practice exams give students the assurance they need before sitting for actual certifications. Everyone attending will also receive a complimentary voucher for a practice test.
How PG&E Is Building the Future of Emergency Response
When Pacific Gas and Electric Company looks at the increasing frequency and intensity of storms and grid emergencies across California, the question isn’t hypothetical — it’s operational. Serving over 16 million customers across some of the most climate-exposed geography in North America, PG&E operates at a scale and complexity where fragmented emergency response isn’t just inefficient — it’s a risk measured in lives, infrastructure, and public trust. Emergency Event Management (EEM) converges ServiceNow’s deep field service and asset orchestration with Everbridge’s critical event communication platform — creating an integrated response fabric that moves organizations from detection to coordinated action faster and with greater precision. Until now, organizations had to choose between best-in-class crisis communication and best-in-class asset orchestration. EEM ends that tradeoff. Join Joe Le, Director of IT Operations at PG&E, alongside Everbridge and ServiceNow SMEs, for a candid peer conversation about what integrated emergency operations could look like at their scale — the gaps that exist today, and what it means to have detection, communication, field coordination, and asset intelligence operating as a single system.
Exchange Roundtable: From Zero to Agentic—Making AI Real in Your Organization
Getting agentic AI live on ServiceNow takes more than good intentions — it takes a ready environment, the right configuration, and a clear activation sequence. In this roundtable, Avalara, LTM (formerly LTIMindtree Limited) and Stellantis share their end-to-end journey: the readiness gaps they uncovered, the decisions they made on roles and security, and what it looked like the first time AI stopped suggesting and started acting. Join the peer roundtables with ServiceNow Agentic experts to surface blockers, swap hard-won lessons, and learn from others navigating the same path.
Lead Boldly Panel: Curiosity at Work & Unlocking Human Potential in the AI Era
This Lead Boldly panel explores curiosity as the critical work skill for AI-powered business reinvention and the leader behaviors that activate it. In the AI era, leadership and curiosity never go out of style. Building and nurturing teams that learn fast and scale meaningful outcomes (not chaos) is a necessity, especially as the pace of technological change accelerates. Learn practical leadership strategies that move beyond traditional "train and execute" models to create a work environment grounded in trust, transparency, innovation, resilience, and progress over perfection. It's time to turn your team members' individual curiosity into an organizational capability that transforms AI anxiety into empowerment. Curiosity and leadership never go out of style. Lunch will be served from 11:30am-12:00pm, the panel discussion will take place from 12:00pm -12:45pm. Please note the luncheon is first come, first seated and seating is limited. The meal is not prepared in a nut-free facility. Vegan meals will be made available, upon request.
How a Global Telco Unlocks Value with ServiceNow to Accelerate Its Vision for Autonomous IT Ops
Discover how a global Telecommunications provider leverages ServiceNow® to drive its autonomous IT strategy by enabling AI-ready governance frameworks, streamlining intake and change processes, and enhancing the quality of CMDB and Asset lifecycle management on the ServiceNow platform. This interactive session will engage audience to discuss modernization strategy of AI stewardship, building the right foundation for an autonomous operations and role of SaaS platforms in today’s agentic AI world while unifying operating model spanning across ITSM, ITOM, the AI Framework, and Asset/CI initiatives.
From Actions to Intelligence: Designing Smarter Automations
What if your design process could think like you do? In this interactive Ask-the-Expert session, explore how Desktop Agents turn user intent into executable automations. Discover how recording, reusable Desktop actions help you design once and deploy everywhere,effectively.
Discovery to AI Agents: Turning Process Insights Into Intelligent Automation
In this Ask the Experts session, explore how ServiceNow connects Process Mining, Task Mining, and Automation Center to automatically identify process inefficiencies, analyze task steps, and generate AI Agents in one click. See how sequence-of-steps data feeds into Automation Requests for governance, time-motion insights, and agent creation. Share your feedback on how AI can further accelerate the journey from discovery to development to deployment.
New to Workflow Data Fabric: Data Catalog. AI Home. Connect Hub
Workflow Data Fabric just got a major upgrade. In this session, see three powerful new capabilities in action. Start with AI Home, an intelligent starting point that surfaces relevant data assets and provides live connection guidance. Then explore Connect Hub, a unified experience for managing MCP, data connections, and metadata collectors in one place. Finally, dive in to ServiceNow Data Catalog — the all-new catalog and governance experience built on the foundation of data.world — and learn how it helps you crawl, govern, and build trust in the data powering your workflows and AI agents.
Why Your Enterprise Needs Data Catalog and Governance Now More Than Ever
With AI agents, data products, and cross-platform ecosystems becoming the norm, a strong catalog and governance foundation has never been more critical. Join us to discuss why cataloging and governing your data matters for AI readiness, compliance, and operational efficiency — and how ServiceNow's approach is different. Bring your questions and your skepticism.
The CrackedSlab: From Foundational Repair to Accelerating Platform Modernization
Our ServiceNow Platform foundation was cracking. Years of technical debt and customization meant we couldn't adopt critical new features. This session is the real-world story of how we moved beyond temporary fixes to systematically re-baseline our instance, harden security, and clear the path for innovation. You will leave with a practical roadmap for tackling your own "cracked slab" to transform your service delivery and accelerate business value.
Scaling Compliance With AI: Real-World Applications in AML and Risk Operations
Join Jon Elvin and Vall Herard for a candid fireside chat on how AI is reshaping compliance across business and control ecosystems. From triaging alerts to detecting policy drift, they’ll share real-world use cases that boost efficiency without sacrificing oversight. Learn how to scale AI responsibly, build trust in GenAI systems, and prepare for autonomous compliance workflows. Historically, BSA/AML has lagged innovation due to execution risk and potential penalties—this session explores how to change that.
Ask Me Anything: Navigating Risk & Compliance in the AI Era
Risk and compliance leaders are navigating a landscape that’s shifting faster than most frameworks can keep up with—AI-driven change, cross-border regulatory pressure, and growing board expectations. Join us for a peer conversation for risk professionals. Share what’s working, what isn’t, and how you’re thinking about the road ahead.
Three Areas Leaders Must Elevate to Drive Sustainable AI Enabled Change
As organizations enter the AI era, the challenge is not the technology itself but preparing the organization to adopt it effectively. Building the right level of readiness is essential to advance in maturity and translate AI’s potential into real business value. This session will explore the key priorities and prerequisites that global organizations with deep legacy foundations must address to enable AI adoption. We will focus on overcoming resistance to change, driving sustainable AI-enabled transformation, and maximizing return on investment.
Insurance Policy in Your Pocket: Automating the Customer Journey With Agentic AI
Your life runs on your phone—so should your insurance. Today, insurers can deliver a true “policy in your pocket” through a smart, intuitive application that puts customers in control. Visit the AI Innovation Zone to experience DXC’s AI‑driven, modular solution that automates the customer journey end to end, from real-time alerts and care navigation to claims. More than just an app, it’s a personal insurance concierge—powered by data and driven by intelligence.
Service Desk's Eleven: Assemble Your AI-First Crew
Danny Ocean needed eleven specialists to pull off the Vegas job. Your AI-first service desk needs the right crew too. In this high-energy workshop, you'll case the joint (audit your current state), recruit specialists (decide what AI vs. humans handle), check your intel (assess data readiness), and assemble your dream crew. No lectures — just hands-on scheming, lively debate, and peer collaboration. Perfect for anyone ready to stop running a sloppy operation and pull off something legendary. Laptops are recommended.
Fuel ServiceNow AI Agents With Zero Copy Data
AI agents need data, but moving petabytes of enterprise data is costly and risky. Learn how Cloudera and ServiceNow®’s Workflow Data Fabric Zero Copy integration enables secure, real-time access to your hybrid data. Discover how predictive insights in Cloudera instantly trigger autonomous workflows in ServiceNow, closing the insight-to-action gap without the “data movement tax” imposed by complex ETL pipelines. Join us to see how you can empower ServiceNow AI agents with trusted data to drive real-time business outcomes.
The Innovation Framework: How Early Concepts Evolve Into Agentic Solutions
Big ideas aren’t born perfect—they’re built, tested, and reimagined together. Join ServiceNow’s AI Product Innovation team to see how early concepts evolve into agentic solutions that make an impact on the Now Platform. Learn our framework for idea intake, prototyping, and validation, plus how we co-create with customers and partners. Walk away with tools, templates, and inspiration to turn your next idea into meaningful platform innovation.
3CLogic: Voice and Digital AI: Unified Experiences for the ServiceNow Platform
Users don’t think in channels—they expect continuity. In this session, see how unifying voice and text AI on ServiceNow® eliminates friction across IT, HR, and CRM. We’ll showcase real-time transcription that preserves context and demonstrate how to leverage AI to rapidly accelerate the configuration of sophisticated voice agents. Learn how to bypass traditional deployment hurdles, reduce resolution times, and deliver a modern, intelligent experience that maximizes your ServiceNow investment without adding technical complexity.
The Actualized Enterprise
Most organizations are stuck in AI use cases, unable to see the larger vision. This session explores the Actualized Enterprise, where leadership sets goals and intelligent systems sense, reason, decide, act, and learn to deliver on them. Elisha Harrington and Nicola Attico unpack the convergence of agentic AI, enterprise digital twins, quantum computing, and physical AI making this possible. You'll leave with concrete steps leaders can take today and a clear picture of the future enterprise worth building toward. Come ready to look up from your use cases.
Trust Is the New Currency
When AI agents can act autonomously across your systems, your old security perimeter is already obsolete. This session breaks down the unique trust and governance challenges of agentic AI and gives you a practical architecture for embedding visibility, identity, and control before competitors do. This theater session is the launchpad for Trust by Design: What's Actually Working in Your Organization?, happening in the Exchange Suites shortly after this session. Attend this session first to get the framing, then bring your questions and experience to the roundtable. Together, they're designed as an enhanced learning experience.
Apps That Travel: Multi-Instance Made Easy
Deploying applications across multiple ServiceNow instances can be complex and error-prone. In this session, we demonstrate how to build once and reliably deploy across dev, test, and production using App Engine, CI/CD pipelines, and version control best practices. Attendees will gain hands-on strategies for packaging apps, automating deployments, and maintaining consistency, enabling faster delivery, reduced errors, and scalable app management on the Now Platform.
Prevent and Resolve Incidents With Autonomous Workers, Chat and Voice AI, and DEX
Prevent 10% of Incidents before they happen and autonomously resolve 15% of L1 with Autonomous Workers, Chat + Voice AI, and DEX. In this lab, learn how to raise self-service and deflection while improving employee productivity and reducing IT support costs. Start with chat and voice intake (Virtual Agent and Moveworks, plus voice AI), then route eligible work to an L1 Autonomous Worker for end-to-end resolution. Use DEX signals to trigger proactive actions, as the best incident is one that never happens, reducing ticket volume before users report issues.
Architects Lead the AI Era: Value Streams as Your North Star
AI is moving fast — and without architectural discipline, enterprises risk deploying capabilities disconnected from business value. This session challenges Enterprise Architects to take ownership of AI governance and strategy by applying Value Stream thinking as an organizing framework. Through real-world patterns on the Now Platform, attendees will explore how to align AI initiatives to outcomes that matter, govern responsible deployment at scale, and position the EA function as the connective tissue between AI investment and enterprise transformation.
60分でServiceNow AI の全体像と用語、今後の展開を学ぶ—What is ServiceNow AI?
"AI Agent" から "AI control tower"、最新の "AI Experience" に至るまで、ServiceNow AIの基本用語や全体像、今後の展開などを実演も交えながら、できる限り分かりやすい言葉で整理してお伝えします。昨今の急速なAIのテクノロジー進化や業務活用について行けるよう、ServiceNowの提供する最新のAIの機能や価値、仕組みを改めて捉えておきましょう。
Exchange Roundtable: Enterprise AI Control and Governance—Managing AI at Scale
AI is proliferating across your organization — hyperscalers, SaaS apps, third-party AI — without clear visibility or control. Join this Exchange Roundtable to learn from ServiceNow experts and peers who are actively solving for it. Discuss how to get a handle on your AI estate, implement governance without killing innovation, and make the case to leadership. Share what's working, what's not, and what it really takes to move from reactive chaos to confident, scalable AI oversight. Leave with a clearer path forward and a growing network of peers navigating the same challenges.
From Chaos to Coordination: Modernizing Emergency Operations
During major disruptions—storms, wildfires, or infrastructure failures—the difference between resilience and prolonged disruption comes down to coordination. Yet many highly regulated industries still rely on fragmented systems and manual response. In this session, Everbridge will show how organizations are using the ServiceNow® platform to unify risk intelligence, operations, and communication into a real-time Emergency Operations Center—improving response speed, safety, compliance, and continuity when it matters most.
Ask the Experts: Upgrades and ATF
Struggling with upgrade planning, skipped customizations, or flaky ATF tests? Bring your real-world challenges to this open Q&A with ServiceNow upgrade and testing experts. Get answers on building reliable test suites, managing upgrade readiness, and using ATF to catch regressions before they catch you.
I Have Lots of Data Across Multiple Systems. My AI Needs Access.Can You Help Me?
There is no shortage of options when it comes to integrating systems -- Rest, sql, odata, mcp ,etc ettc. We will first present the various connectivity options available via Workflow Data Fabric and how these can be leveraged for both deterministric and agentic workflows. Then we'll open up for ou, our valued customers to share how you might already be using, or might be planning to leverage these capabilities.
Scaling Al to Strengthen CyberOps: How Merck Delivers Resilience and Value
In today's threat landscape, cybersecurity operations must move beyond reactive measures to proactive, intelligent defense. Merck is transforming its CyberOps by embedding Al capabilities-both generative and agentic—into the ServiceNow platform to enhance detection, accelerate response, and reduce risk across the enterprise. This session will showcase how Merck leverages Al-driven automation and decision support to streamline incident triage, orchestrate complex remediation workflows, and improve threat intelligence integration.
Built Together, Built to Last: How One Family Turned Learning into a Legacy
Santi Lauw and her sons Harry and Henry Hartanto aren't just building a business — they are building a legacy. What started as a shared commitment to learning through ServiceNow University has grown into something rare: a practice that continues to evolve with every wave of innovation. In this session, Santi, Harry, and Henry share the story behind the story — the SNU learning journeys that sharpened their skills, the milestones that defined their practice, and how AI is now reshaping the way they serve customers every day. Their experience is proof that when a culture of continuous learning runs in the family, there's no ceiling on what's possible.
Now on Now: Accelerating Innovation and Scale With Our AI Center of Excellence
Learn how we implemented our ServiceNow Center of Excellence to drive consistency, accelerate innovation, and scale best practices across teams, ensuring efficient execution and clear accountability.
Speakeasy Customer Panel: Making the Move to ServiceNow IT Service Operations
In this exclusive, off-the-record session, real customers pull back the curtain on their decision to move on from their previous ITSM and ITOM solutions for ServiceNow. Our panel of customers will candidly discuss a range of topics, including implementation, lessons learned, quantifiable business benefits, innovation opportunities, how they're optimizing their investment in ServiceNow, and more. This informal session will not be recorded or broadcast, so don’t miss your opportunity to attend.
Meet ServiceNow's CISO: Ben de Bont
Stop by and say hello to Ben de Bont, ServiceNow's Chief Information Security Officer. Whether you have a question, want to swap war stories, or just want to put a face to the name, come by the Security and Risk Zone in the Expo and say hi.
Real Skills, Real Proof: Inside Performance-Based Certifications
Traditional multiple-choice exams don’t always show what you can really do. ServiceNow’s performance-based certifications change that by validating your ability to perform real-world tasks. In this workshop, you’ll see what these assessments look like, how they reflect actual job scenarios, and why they help you stand out to employers and clients. Walk away knowing how to prepare and why these credentials matter for your career.
How Agentic AI Revamped Service Management for 100,000 Employees and Students
Join us as we delve into the integration of IT and student affairs at University of Amsterdam and University of Applied Sciences Amsterdam- one of the largest educational institutions in the Netherlands. We’ll share how 100,000 users moved onto the ServiceNow AI Platform, highlighting key strategies and outcomes. By adopting a 'shift left' approach and leveraging the power of agentic AI, the University empowered users with self-service options, reducing dependency on support staff. Success was anchored in robust change management practices driving transitions and user adoption.
AI-First Discovery: Help Shape the Future of ServiceNow Asset Intelligence
In this Ask the Experts session, we’ll showcase ServiceNow’s AI-first automated discovery that identifies every Flow, RPA, Playbook, AI Agent, and more—then quantifies time and cost savings for each. You’ll see a live demo of how developers can visualize the value of their work and schedule continuous discovery across past, present, and future assets. Join us to share your feedback on where this capability should evolve next to maximize transparency, governance, and measurable impact.
HEINEKEN Risk Management Never Sleeps: a transformation journey to the 360-degree view
Discover how HEINEKEN is driving a global transformation to position ServiceNow IRM as its single, integrated risk management platform delivering data‑driven insights across risks, controls, and issues worldwide. By harmonising processes and data, HEINEKEN has strengthened risk management to achieve efficiency, agility, and scalable value. Join us to explore a journey of collaboration, innovation, and continuous improvement shaping the future of HEINEKEN Risk Management.
Turn Your AI Vision to Enterprise Reality: Hear the Success Story of LTM
LTM is transforming GenAI ambition into an enterprise-wide impact across 90,000 users. By integrating Now Assist, AI Control Tower, and its organization wide AI Ascend Program, it enables responsible, scalable AI adoption. With 186K hours saved, 17% fewer incidents, and $1.6M in productivity gains, it’s redefining efficiency. Seamless integration with SharePoint, Copilot, and Teams empowers self-help, collaboration, and case deflection, delivering measurable value across the enterprise.
Citizen Dev in a Vibe-Coded World: Empowering Every Builder
Citizen development is evolving fast. With AI-assisted building and natural language prompts reshaping how apps get created, the line between "developer" and "business user" is blurring. This session explores what citizen development looks like in the age of vibe coding — where intent drives creation. We'll share strategies to empower more users to build safely, upskill existing citizen developers, and rethink governance for a world where anyone can describe what they need and watch it come to life.
From Pitch to Platform: Bundesliga’s Blueprint for automated enterprise workflows
When Bundesliga launched on ServiceNow, they made one deliberate choice: don't inherit legacy patterns. Start clean, start AI-ready, and make the ServiceNow Customer Success team a partner from day one. In this session hear how ServiceNow Impact became the connective tissue behind a greenfield deployment spanning IT, HR, fan engagement, CSM, and ESG — simultaneously — across 36 clubs and 211 broadcast markets. From instance health to automated workflow activation, the Impact partnership shaped not just what Bundesliga built, but how fast and how confidently they built it.
Ask Me Anything: AI Control Tower
AI governance isn’t a future problem—it’s already on the desk of risk and compliance teams. AI Control Tower gives organizations visibility and control over the AI models and agents running across the enterprise. Sit down with our AI Control Tower experts and ask us anything. No slides, no agenda—just an open Q&A.
Build Agents for Operational Workflow Excellence With Gemini
Move beyond inefficient, manual workflows and achieve true operational excellence. This session is a guide to building intelligent, autonomous agents with Google Cloud and ServiceNow®. Learn how to leverage Vertex AI Agent Builder and Gemini to create automate repetitive tasks, orchestrate complex, multi-step processes across enterprise applications, and deliver real-time, actionable insights from your operational data. Leave with a blueprint to transform your business operations and unlock new levels of productivity.
Data Products—What Are They and Why Should You Care?
"Data products" is one of the hottest terms in the data world — but what does it actually mean in practice? Join us to cut through the buzzwords and get into what a data product really is, how to build and manage them, and why they matter for delivering trusted, reusable data across your organization and to your AI agents. Bring your questions.
Unstoppable: How ServiceNow University and Community Gave Shreya Wani Her Voice
Shreya Wani will be the first to tell you she wasn't always the person in the room raising her hand. A self-described shy student who did not enjoy speaking up in class, Shreya entered the ServiceNow ecosystem with a fierce belief in one thing: learning should never stop. Within a month, she had earned her Certified System Administrator credential, but the real transformation was just beginning. Being a part of the ServiceNow Community changed everything. Through meetups, conversations, and a growing sense of belonging, Shreya discovered that contributing wasn't just valuable...it was fun. Confidence followed and with it, a passion for mentoring others. In this session, Shreya shares her story as a reminder that the right environment can unlock things that you didn't know were there.
The Workforce Advantage: Unlocking Skills at Scale With ServiceNow University
The future of work belongs to organizations that invest in their people — and the results speak for themselves. In this session, hear directly from a customer who made ServiceNow University a cornerstone of their workforce skilling strategy. From closing skill gaps to driving measurable business outcomes, they'll share how a commitment to learning created a stronger, more capable team — and a real competitive edge. If you're looking to make the case for workforce development or take your skilling strategy to the next level, this session is your blueprint.
Better Threat Intel: Exploring Into ServiceNow's Threat Intel Security Center
Security teams are flooded with threat data yet struggle to make it actionable. ServiceNow's Threat Intelligence Security Center (TISC) helps organizations manage the full threat intelligence lifecycle on the Now Platform. In this session, we'll explore how TISC aggregates data from diverse feeds, and walk through key capabilities including threat hunting, modeling, analysis, the Investigation Canvas, and indicator enrichment. See how TISC turns overwhelming data into prioritized, actionable intelligence.
Security & Risk Spotlight: Securing the Invisible AI Workforce -- Are You Ready?
Non-human identities now outnumber your people 45 to one — and most aren't inventoried, governed, or even visible. That's the real attack surface of the Agentic Era, and your current stack wasn't built for it. The gap between finding a threat and actually fixing it? That's where breaches live. ServiceNow brings identity intelligence, cyber-physical asset visibility, and cross-enterprise workflows into one platform — so you see every agent, every identity, every asset, and close exposure instead of just flagging it. This is security that acts, not just alerts.
From Blind Spots to Board-Ready: How Accenture and ServiceNow Are Redefining Executive Risk Control
Fragmented risk reporting doesn't just slow decisions; it creates exposure. In this session, Accenture and ServiceNow reveal how they are transforming ServiceNow into the executive control panel for enterprise risk, unifying cyber, third-party, operational, and regulatory risk into one real-time picture for senior leadership. See how Accenture's proprietary accelerators, agentic AI, and managed services bring measurable risk reduction, automated execution, and decision-ready intelligence across IRM, TPRM, SecOps, and OT. ServiceNow is no longer just a system of record — it is where risk leadership happens. Walk away with a concrete picture of what it looks like to move from reactive risk reporting to proactive risk leadership.
ROI: A Missed Opportunity to Show Value
Transform your platform from a sunk cost to an investable opportunity through enterprise adoption and value co-creation. The most common bi-product of adoption is capital savings and functional efficiency. Unburdening your enterprise of technical debt and manual processes through platform adoption is a missed opportunity to demonstrate how your platform is generating capital savings for reinvestment and growth in other areas. Join the discussion and see how you can model value as you adopt new capabilities onto your platform.
Accelerating Security Incident Response With ServiceNow and Microsoft
This session explores how ServiceNow® Security Incident Response (SIR) and Microsoft Sentinel Lake work together to streamline and accelerate security operations. By integrating ServiceNow workflows with Microsoft Graph security insights, organizations can achieve unified visibility and faster incident triage. Attendees will learn how this collaboration enhances automation, reduces response times, and strengthens overall security posture. Join us to discover practical strategies for leveraging these tools to improve resilience and operational efficiency.
Governing the Agentic Era: AI Policy, Identity, and the Future of Government
ServiceNow's Blueprints for Agentic Government and Agentic Business share a clear vision: AI agents working across every function — with human oversight — to modernize agencies, strengthen national security, and deliver better outcomes for citizens. But vision means nothing without execution. As AI agents proliferate across defense, cybersecurity, and citizen services, the challenge is no longer theoretical — it's operational. Agent identity, access governance, and human-digital workforce orchestration are fast becoming core capabilities. This panel connects the dots between policy and practice. ServiceNow's Head of Government Affairs and Public Policy Combiz Abdolrahimi joins former Department of War PDCIO and PDCISO Katie Arrington and a senior U.S. Administration official to explore how initiatives like the AI Action Plan and FedRAMP 20x are shaping procurement signals, what it takes to govern AI agents at scale without sacrificing speed or security, and how organizations can move from blueprint to breakthrough.
McDonald's: Autonomous State of the Restaurant
McDonald's is the largest global leader in the fast-food industry, operating over 40,000 restaurants in more than 100 countries. At that scale, operational state and cyber resilience is critical to ensure steady revenue growth, while reducing cost and improving efficiencies. McDonald’s entrusts ServiceNow and Tanium with global standardization while securing devices wall-to-wall with full confidence. Join us to hear about McDonald’s journey and autonomous vision of visibility and control, enabling a run-time state of the CMDB powering SecOps workflows and preparing for the Agentic AI future.
The Rise of the AI Service Desk: Accenture’s AI-Powered ITSM Evolution
Accenture's Tier 1 IT reinvention didn't start with a moonshot. It started in 2024 with the building blocks that make one possible. We'll walk through a Crawl, Walk, Run evolution: foundational AI skills like Case Summarization and Resolution Notes Generation, to a supervised agentic workflow in 2025 automating Unsecured Device Error resolution with Now Assist and Nexthink, to a fully autonomous Tier 1 AI agent in 2026 targeting 15,000 incidents per month. You'll leave with a clear picture of what reinvented Tier 1 support looks like and a realistic roadmap to get there.
AI Agents and ITOM: The Fastest Path to Zero-Touch IT
This session shares our experience on building AI Agents to achieve Zero IT Operations under five minutes using ServiceNow AI Agents, ITOM Predictive Intelligence, and Now Assist. Key objectives are to explain to you how real-time telemetry was analyzed, correlated with Service Graph topology, and remediated automatically using AI workflows. Key takeaways for you include how autonomous operations can prevent incidents, reduce MTTR, and deliver a no-touch IT model using native ServiceNow capabilities.
Cigna's TBM Journey: Turning IT Costs Into Business Value
Understanding and communicating IT costs is critical to driving business value. In this session, Proven Optics and Cigna will share Cigna's IT Financial Management (ITFM) journey-how they built financial transparency, aligned IT spend with business priorities, and shifted the conversation from costs to value. Attendees will gain practical lessons on executive alignment, data transparency, and using ITFM to bridge the gap between IT and the business.
Governing AI Agents With AI Control Tower and Trusted AI
With the deployment of AI agents, your governance landscape will change faster than ever. Learn how to leverage ServiceNow's AI Control Tower with KPMG's Trusted AI framework to get control over your AI estate.
Powering Autonomous CX With Human‑Like Voice AI and ServiceNow
What if your AI could talk like a human — and your systems could instantly act? Parloa and Plat4mation integrated market-leading, human-like voice AI agents with ServiceNow® to power autonomous CX workflows. As Parloa delivers natural, personalized interactions, ServiceNow seamlessly executes and orchestrates enterprise processes. Together, this enables intelligent, scalable, and truly autonomous customer experiences — creating deeper, more meaningful connections with your customers.
From Case Management to Agentic AI: How Vantage Towers Transformed Landlord Operations on ServiceNow
Vantage Towers manages relationships with thousands of landlords across tens of thousands of sites across Europe. Scaling that — without scaling headcount — required a bold move into AI. Hear how they built LIRA, a landlord automation platform on ServiceNow CSM, and how they are now pushing into agentic AI — with live agentic capabilities already in production and an AI-powered voice agent as their north star. Don't miss this one — it’s a true reinvention and a real-world glimpse into what agentic AI looks like when it's actually working.
Curious Leadership: Empowering People in the Age of AI
Put AI to work for people. That starts with leaders who invest in curiosity, connection, and resilience. Join an honest conversation about what it truly takes to lead people forward with confidence in an AI-driven future. Drawing from their experiences at the edge of innovation and creative leadership, they explore how judgment, restraint, and human insight help people navigate ambiguity, and why the ability to pause, reflect, question, and choose deliberately is becoming the defining skill of this moment.
Unlocking the MCP Ecosystem: Extend Build Agent Beyond the Box
The Model Context Protocol is opening new doors for what Build Agent can do. In this session, we explore how the MCP ecosystem extends agent capabilities by connecting to external tools, data sources, and services. See live demos of MCP integrations in action and learn how the brand new Developer MCP Server allows you to easily turn prototypes in external tools into enterprise grade ServiceNow apps. We'll discuss what this means for the future of agentic development on ServiceNow — and how to position your team to take advantage of it today.
Editing OOTB Workflows the Build Agent Way
Every customer customizes ServiceNow — the question is whether you're doing it the hard way. Build Agent can now help you modify out-of-the-box workflows directly, adjusting approval chains, adding business logic, and extending process flows through natural language. In this session we'll demo live edits to OOTB workflows, walk through what's safe to touch and what isn't, and share patterns for keeping your customizations upgrade-friendly. If you've ever cloned a workflow just to change one condition, this one's for you.
Architect the Data Foundation That Makes AI Work
Enterprise architects are the unsung architects of AI success — and it starts with data. This session delivers a comprehensive, practitioner-level view of data architecture on and around the Now Platform, covering CSDM as a structural backbone, the Workflow Data Fabric and data.world capabilities, next-generation data access with Raptor, and integration patterns for hybrid ecosystems. Attendees will leave equipped to design a unified, AI-ready data foundation that drives intelligent workflows and real business impact.
Roadmap to Reality Powered by AI: Leverage SPM for Impactful Business Outcomes
Is your strategic portfolio ready to deliver on AI-driven transformation outcomes? Learn how to leverage SPM and Now Assist to enable real-time enterprise-wide work visibility, track progress, and optimize investments across priorities. Gain practical experience with strategic planning, roadmapping, demand management, project management, and resource optimization to prioritize initiatives that deliver the highest business impact. Reduce time-to-value for customers, improve product quality, and ensure strategic alignment across your organization's AI and business transformation initiatives.
Accessibility at ServiceNow: AI, Empathy, WCAG Conformance, and Roadmap
ServiceNow doesn't stop at compliance — we're building what comes next. Join the Accessibility team for live demonstrations of how we meet WCAG 2.2 AA, Section 508, and European Accessibility Act standards, then go beyond with Agentic AI innovations like Voice Input to Now Assist, Document to Voice, and Screen Summarizer. Hear from customers at Devoteam and Barclays Bank on how they're using our capabilities to drive empathy and inclusion at scale. Then grab a seat at the roundtables — because we want your input to shape the future of our Accessibility Roadmap. Bring your wishlist.
Agentic Enterprise Design: Modernizing Mission-Critical Functions
Discover how ServiceNow® and EY are driving agent led transformation across enterprise functions like risk, cybersecurity, and tax. One real world example will be showcased in this session as ServiceNow’s Group Vice President, Tax, Elisabeth Loew shares ServiceNow’s Customer Zero journey with EY’s Global Vice Chair, Julie Teigland, highlighting the redesign of tax compliance through agent-based workflows. Learn how you can apply this disciplined approach - process first, then workflow, then agents – to your own data intensive, mission critical functions to accelerate responsible AI adoption, break down silos, and deliver measurable impact at scale.
Ask Me Anything: Cyber Resilience in the AI Era
AI is changing how attacks happen—and how security teams must respond. Join us for a peer to talk honestly about building cyber resilience when the threat surface keeps expanding, and the pressure to show ROI on AI investments is real. Bring your questions, your skepticism, and your war stories.
Ask Me Anything: Third-Party Risk Management
Third-party risk is getting harder to manage. More vendors, more scrutiny, more regulatory pressure. Sit down with our TPRM product experts and ask us anything: where the product is headed, how specific use cases are handled, what's coming next. No slides, no agenda. Bring your questions, ideas, or just curiosity.
Ask Me Anything: Unified Security Exposure Management (USEM)
The market is moving from vulnerability management to exposure management, and so is ServiceNow. Unified Security Exposure Management is the next evolution of Vulnerability Response: a unified workspace that lets security teams manage exposures across infrastructure, cloud, apps, and containers in one place. Sit down with our USEM product experts and ask us anything: capabilities, the migration from VR, or where the roadmap is headed.
Ask Me Anything: AI Control Tower
AI is moving faster than most governance frameworks can keep up with. New models, new use cases, new risk—and the pressure to manage all of it across the enterprise isn't slowing down. Neither are we. Join our AI Control Tower experts for an open Q&A on where the product is headed: upcoming capabilities, how the roadmap is evolving to match the pace of enterprise AI adoption, and what's coming for teams navigating AI risk and policy. Bring your questions.
Ask Me Anything: Operational Resilience
Disruption is inevitable. The question is whether your organization bends or breaks. AI is accelerating everything—the pace of change, the complexity of dependencies, the speed of failure. And while, regulators like PRA/FCA, APRA and mandates like DORA are raising the bar, the real pressure is operational: your people, your customers, and your business depend on your ability to absorb shocks and keep moving. Sit down with our product experts and ask them anything: how ServiceNow supports your resilience strategy, what's on the roadmap, how other teams are building for continuity.
Ask Me Anything: What Armis means for Security and Risk
Armis is now part of ServiceNow — bringing real-time visibility and protection across every connected cyber asset into the platform. From OT and IoT to medical devices, physical AI, code, and cloud, Armis closes the gap between cyber asset visibility and risk. Have questions about how this changes your security program? Join this open Q&A with our Armis experts.
Prompt to Production: Building Automated CCM 3.0 Controls With GenAI in ServiceNow
What if you could describe a compliance control in plain language and have it running in minutes — not months? In this session, we'll demonstrate how Generative AI transforms natural language inputs into production-ready CCM 3.0 controls with deterministic, auditable outputs. You'll see a live, end-to-end demo inside ServiceNow® — from typing a simple prompt to generating and executing control code for access reviews and segregation of duties.
Powering Up AI Agents On Enterprise Data, With Your Host, MCP!
Come see fist-hand how ServiceNow is leveraging Model Context Protocol (MCP), giving your AI Agents the ability to act on data across the enterprise. We also recently introduced a ServiceNow MCP Reigistry, enabling our customers to place appropriate guardrails. We will discuss some of your usecases and ways in which MCP can help your business' journey into Agentic Workflows.
Unlock Predictive Marketing: AI-Driven Engagement With Tenon and ServiceNow
The future of marketing is AI-powered and predictive. Discover how Tenon and Now Assist transform marketing from reactive to intelligent engagement. See how AI-driven audience creation and real-time “next best offer” recommendations increase relevance, accelerate pipeline, and improve conversion. Learn how to move beyond batch-and-blast email campaigns to revenue-driving personalization at scale with Tenon and ServiceNow.
Genesys and ServiceNow: Ending the Loyalty–Efficiency Tradeoff That’s Breaking CX
For years, CX leaders have faced a false choice: automate to cut costs OR rely on people for high-touch, personalized service. As AI accelerates, that tension has intensified. But the tradeoff is no longer necessary. This session explores CX done right—where loyalty AND efficiency reinforce each other. With a unified solution, Agent2Agent (A2A) orchestration and deep expertise, Genesys & ServiceNow® are redefining how exceptional experiences are delivered and measured. If you’re exploring autonomous CX, this session outlines where to start, what’s next, and how to maintain control and quality.
66 Percent Less Emails, 99 Percent Faster Fulfilment: Inside Resideo’s Agentless Desk
Ready to make AI real? Say goodbye to calling the service desk, manual triage, or texting for support. See how Resideo redefined IT support with a fully agent-less service desk with Fujitsu, ServiceNow® and Moveworks. You’ll hear how they achieve fulfillment in seconds versus days for requests like BYOD, cut service desk emails by 66%, and maintain over 90% positive CSAT by enabling employees to resolve issues where they work via Teams integration. Join us to see the framework behind the success and how it’s scaling beyond IT to transform enterprise experiences.
Game On—A Playbook for Choosing the Right Agentic Use Cases
What if prioritizing Agentic AI felt less like a spreadsheet exercise and more like a strategic game? This session introduces a Monopoly-inspired, workflow-driven approach to identifying and prioritizing Agentic AI use cases. Participants design and sequence AI agents across a workflow, balancing impact, feasibility, trust, and real-world constraints. By managing trade-offs under limited resources, teams move beyond AI enthusiasm to build a more credible, defensible portfolio of agentic use cases. Laptops required.
Nexthink: Stop Feeding AI Garbage
Is it bad AI or bad data? With Nexthink, it’s neither. Nexthink’s personal IT agent delivers 4x greater instant resolution for every employee, using real-time, kernel-level data from the Nexthink Infinity platform. Working in lockstep with ServiceNow®, Nexthink’s IT-approved actions resolve everyday IT challenges 91% faster. Learn how Nexthink prevents employee friction, boosts employee productivity, and modernizes today’s service desk.
Workflow Data Network Partner Showcase
Stop by the Data & Analytics area for live 15-minute rotating demos from our Workflow Data Network partners — including Acceldata, Ataccama, BigID, Boomi, Cloudera, Confluent, Google BigQuery, Precisely, Qlik, and Teradata — showcasing integrations across the data and analytics ecosystem, plus ServiceNow sessions on Data Apps, MCP, and Pyramid Analytics. Live Demo Showcase hours: Tuesday & Wednesday: 11:30 a.m. – 5:00 p.m. Thursday: 11:30 a.m. – 3:00 p.m.
The AI-Native ITSM Experience: Fast Implementation, Intelligent Operations
AI-native ITSM means going from zero to production in days instead of months and having that production environment work smarter from day one. Experience AI-native ITSM in this lab! Start by using implementation agents to configure ITSM through conversational guidance - no documentation hunting, no configuration guesswork. Then, activate and explore advanced AI capabilities such as intelligent triage and routing, AI-suggested resolutions, and automated knowledge creation. This is ITSM reimagined: faster to deploy, smarter to operate, and exponentially more valuable to your organization.
From Go-Live to Adoption: Change Management from Veeam
Adoption remains one of the most persistent challenges platform owners face — and the gap between a successful go-live and meaningful, lasting usage is almost never exclusively a technology problem. It's a people challenge. In this customer-led session, platform leaders from Veeam share the hard-won lessons, change management frameworks, and strategies that helped them move from deployment to deep, sustained adoption — and measurable business outcomes. Walk away with practical tools you can apply the moment you're back at the office.
Quantum Readiness: The Window Is Open
NIST has finalized post-quantum standards. Harvest-now-decrypt-later attacks are already active. Financial institutions are migrating. Quantum isn't a future problem, it's a now problem. This session builds the early-mover case with strategic urgency: The readiness window is open, but it won't stay that way. This theater session is the launchpad for Quantum Readiness: Where Does Your Organization Actually Stand?, happening in the Exchange Suites shortly after this session. Attend this session first to get the framing, then bring your questions and experience to the roundtable. Together, they're designed as an enhanced learning experience.
Celebrating Impact: ServiceNow.org Partnership for Good Grant
Meet the 2026 Partnership for Good grant winners and hear how ServiceNow technology is powering nonprofit innovation. Featuring an inspiring story from Conservation International, one of last year's recipients, this session celebrates the change-makers turning technology into real-world impact and the partners that help make it happen.
Mission at Scale: How Nonprofits Are Driving Efficiency With ServiceNow
Learn how nonprofit leaders are streamlining operations and scaling impact with ServiceNow. Hear directly from American Red Cross and The Church of Jesus Christ of Latter-day Saints on their ServiceNow journey and how they are leveraging the ServiceNow AI platform for success. Then, join a peer roundtable to exchange ideas and insights with fellow nonprofit business and technology leaders.
Map Your Exposures With Security Posture Control
You've deployed the tools. Built the controls. So why do attackers keep finding gaps you didn't know existed? Tool deployment isn't security. Fragmented visibility across siloed solutions creates blind spots adversaries exploit daily—and traditional hygiene programs can't keep pace with today's attack surface. SPC gives you a unified view of your real-world risk landscape, correlating findings across your environment and prioritizing what actually matters. No chasing disconnected alerts. No assuming green means safe. In this session, see how teams close gaps before attackers walk through them.
Securing AI Agents: Identity, Permissions and Zero-Trust at Scale
AI agents are doing real work, approving requests, routing tickets, updating records across IT, HR, and beyond. But when agents act on behalf of users, how do you control what they access? How do you audit what they did? And how do you prevent them from becoming the biggest security risk? This session covers the fundamentals of securing agentic workflows: identity management for non-human actors, least-privilege permissions that scale with automation, and zero-trust controls that don't slow down AI. You'll leave with a framework for deploying agents safely without trading speed for security.
Vibe Build AI Specialists and Embed Them Into Your Workflows
What if AI agents lived right inside the applications your teams already use every day? Let's discuss how to build and embed intelligent agents and skills directly into ServiceNow workspaces and apps. We'll demo real examples building and operating in-app agents handling tasks like data lookups, approvals, and guided decisions — all without users leaving their workflow. Learn how to design agent skills that are contextual, useful, and trustworthy. You'll leave ready to bring AI to the point of work, not a separate experience.
Governing Agentic Development: App and Agent Lifecycle at Enterprise Scale
As dev velocity increases with GenAI and agentic tools, governance becomes your superpower — or your biggest headache. This session tackles the real-world challenge of scaling agentic development without losing control. Learn how to establish guardrails for app lifecycle management, from intake and development standards to testing, deployment, and retirement. We'll cover AEMC best practices, delegation models, and how to balance speed with compliance. Walk away with a governance framework you can adapt to your organization today.
From Vision to Value in 90 Days: KPMG AI Transformation With ServiceNow
KPMG's Group CIO signed a NowAssist agreement and gave his team one mandate: Prove that AI could change the economics of the service desk. 85 working days later, 22 AI use cases were in production and the business case met, leading to over 29,000 hours saved, and a service desk contract renegotiated from real data. Kevin Baxter shares the strategic logic, the commercial results, and seven lessons for any CIO facing the same pressures. Candid, numbers-driven, and honest about what worked and what lessons they learned.
Unlocking the Power of ServiceNow Impact at Southern Glazer's Wine & Spirits
How does a company the size of Southern Glazer's Wine & Spirits get full visibility and control over its internal processes — at scale? The answer starts with a smart, strategic use of ServiceNow Impact. Join us to hear how SGWS leveraged Impact accelerators, specialized teams, and expert consultations to build robust governance, sharpen operational priorities, and strengthen platform health and security. The result? A proactive strategy that eliminated inefficiencies, optimized resources, and unlocked the full value of ServiceNow.
KPMG's AI Playbook: From Vision to Production in 90 Days
12 months ago, Dipika Mistry's team had never built an AI agent. One mandate from the CIO: prove AI can change the economics, or switch it off. She mapped the process, designed from the outcome backwards, and orchestrated a team that went from zero capability to 22 live use cases in one summer. In a 10-minute presentation followed by a fireside interview with ServiceNow's Ritesh, Dipika shares the practitioner's playbook: the methodology, the honest failures, the conservative measurement that built credibility, and what to do first if your leadership says "go do AI."
The Secret to Closing the Release Gap—Without Losing Sleep
Is the gap between platform capability and your release readiness steadily growing – and turning releases into a gamble? You’re not alone. As your ServiceNow® instance scales, manual testing, compliance demands and patch risk can widen that gap. In this session, AutomatePro CEO Paul Chorley explains what the Release Gap is, introduces a framework to assess where you stand against peers, and reveals what leading teams are doing to close it and release with confidence.
Now on Now: AIOps — Predictive ITOps to AI Agents
Learn how our intelligent IT operations environment uses AI, machine learning, and automation to proactively manage and optimize IT systems. This includes anticipating issues, automating routine tasks like patching and incident routing, and resolving problems autonomously.
From Tickets to Products: Building a Product-Aligned Operating Model With ServiceNow SPM
The shift is about organizing infrastructure technology teams around products, platforms, and value streams. This session shares how we moved 500+ team members across 60+ teams into a product-aligned operating model in six months using ServiceNow SPM. We'll demonstrate how we implemented flow metrics to measure efficiency, time-to-value, and engineering productivity, creating visibility from demand to execution that enables data-driven decisions on product automation and investments with the greatest stakeholder impact.
Autonomous IT With ServiceNow and Microsoft
This session shows Microsoft and ServiceNow® deliver enterprise-grade agentic AI at scale. Autonomous IT enables Intelligent, agent‑driven service operations powered by unified data and interoperable AI agents empowering the outcomes every CIO wants: Zero service outages. Zero security breaches. Zero‑touch operations. By unifying data, agents, and workflows, Microsoft and ServiceNow together deliver enterprise‑grade agentic AI that’s built for real‑world scale, governance, and measurable business impact.
From 500K Alerts to Self-Driving Mission Control: Traversal’s PepsiCo Deployment
PepsiCo’s digital ecosystem generates over 500,000 alerts each month. In this session, learn how Traversal’s AI SRE transforms PepsiCo’s command center from escalation point to prevention engine. Powered by a continuously learning Production World Model connecting data across PepsiCo’s infrastructure, it autonomously triages alerts by business impact and uses its Causal Search Engine to diagnose incidents in minutes. The result: ServiceNow® tickets enhanced with root cause and remediation details, a backlog of 700+ high-severity alerts cleared, and 500+ engineering hours saved monthly.
From Cherwell ITSM to ServiceNow ITSM, ITOM, SPM, and Beyond
In 2023, as Komatsu’s IT Service Management platform Cherwell was approaching end-of-life, we chose to move to ServiceNow. Thus began a journey from a challenging status quo through project definition, a quick-start implementation, and post-launch governance and growth. We went live with ITSM, HRSD, and Knowledge modules in December 2024, then worked to establish sustainable governance, maintain data integrity, and deploy additional modules such as ITOM, CMDB integration, and SPM.
Ask the Experts: Mastering ServiceNow SDK and AI-Powered Flow Authoring
Curious about how to make the most of ServiceNow SDK with agentic AI? This is your chance to go deep with the engineers behind the platform. Bring your toughest questions on flow designer, orchestration logic, decision tables, code generation, and pro-code customization. Whether you’re exploring SDK for the first time or scaling enterprise-grade flows, our experts will guide you on best practices, advanced techniques, and future-ready patterns to maximize adoption and impact.
AI Is the New UI: Why Agentic AI Needs a Different Kind of Interface
This isn't about replacing your dashboards with a chatbot. Agentic AI demands a fundamentally different kind of interface, one that's dynamic, contextual, and transparent. This session reveals the seven interface qualities that separate organizations extracting real value from agentic AI from those still stuck in proof-of-concept.
The CX Reality Check: Score Your Service, Spot Your Gaps
Customer expectations keep rising. AI agents are entering the picture. But before you can plan what's next, you need to know where you are. This interactive roundtable walks you through a structured self-assessment across four key areas of customer service delivery. You'll score your own organization, compare notes with peers in the room, and map your results to a proven maturity framework. You'll leave with a concrete scorecard and clear next steps — not just inspiration, but a tool you can use with your leadership team.
Unstructured Media Fuels the AI-Driven Enterprise With Now Assist
Unstructured media—especially video—is one of the enterprise’s most valuable & underutilized data sources, capturing knowledge, context, and human insight that traditional systems miss. AI now unlocks this content thru transcription, summarization, search, and automation, turning raw media into actionable intelligence. This media reshapes every business process—from support to operations to service—by making insights instant, accessible, and visual. Integrated with ServiceNow® Now Assist, this intelligence flows directly into workflows, decisions, and actions—driving a new AI-powered enterprise
Speakeasy Customer Panel: Moving to ServiceNow to Power Agentic AI
Join a candid, off-the-record discussion with customers who chose ServiceNow as their foundation for agentic AI. Panelists will share why they moved from other AI engagement layers, how they approached implementation, what they learned along the way, and the measurable impact they’re seeing. Expect practical insights on scaling AI-driven workflows, unlocking new innovation, and maximizing platform value. This informal session will not be recorded or broadcast, so don’t miss out.
How to Build a Chatbot Integration With the Virtual Agent
Do you have an existing chatbot that you want to integrate with the Now Assist in Virtual Agent? Then join us to learn how our Virtual Agent API enables bot-to-bot integrations to connect and enhance your conversational AI ecosystem. Get your questions answered on supported out-of-box providers and how it relates to agentic integrations.
Enable Multi Agent Integrations With Now Assist AI Agents and A2A
Take a deep dive into integrating external AI agents with Now Assist using the Agent-to-Agent (A2A) protocol and other methods. In this session, we’ll cover the technical architecture, authentication, and data flow patterns needed to connect third-party agents into ServiceNow’s AI framework. You’ll see how to set up integrations and learn best practices for multi-agent processes.
Building AI That Knows Your Business: Context-Aware Intelligence and Security
Generic AI assistants don't understand your company's unwritten rules and insider knowledge. ServiceNow AI Research is building agents that onboard like experienced employees: exploring docs, asking questions, observing workflows, and continuously learning your organization's context. This transforms AI from one-size-fits-all to a custom-fit force multiplier that gets smarter over time. Context isn't just about productivity, it's critical for security too. We'll show how context-aware defenses spot enterprise-specific threats that generic systems miss.
Ask the Experts: The Future of UX on ServiceNow
What's next for how users experience ServiceNow? Bring your questions on where the platform's UX is headed, how AI is reshaping the interface layer, and what design patterns will define the next generation of ServiceNow applications. Get direct answers from experts building the future of the platform.
What’s New in the ServiceNow Mobile Platform
Get an overview of the latest innovations in the ServiceNow Mobile Platform. This session highlights new native capabilities, language support, enhancements to Mobile App Builder, and improvements that help organizations build powerful mobile experiences faster. Learn how recent platform updates enable richer user experiences, faster development cycles, and greater flexibility when building enterprise mobile apps.
Building and Governing AI With AI Control Tower
Got questions about AI Control Tower? Bring them. In this open Q&A, ServiceNow experts answer developer questions on onboarding AI assets, configuring discovery, setting up governance workflows, and integrating with the AI Gateway and MCP Servers. Whether you're just getting started or troubleshooting a specific implementation challenge, get direct answers from the people who built it.
When AI Agents Access Everything, What's Actually Protected?
AI agents are finishing real work; pulling HR records, processing financial data, and handling customer information. But most organizations deployed the agents before they designed the guardrails. This session maps the exposure gap live: where sensitive data lives, how agents access it, and where compliance breaks down before anyone notices. Just a frank conversation about what AI-native data protection actually requires.
The Human Advantage: Why Your Greatest Competitive Edge Isn't AI
AI can automate, analyze, and accelerate — but it can't think critically under pressure, lead with empathy, or build the trust that transforms organizations. As AI handles more of the technical execution, the real differentiator becomes what's distinctly human: cognitive fitness, character strength, and social intelligence. In this session, Jayney Howson shares ServiceNow's Human Advantage Framework and makes the case that the organizations winning in the AI era aren't just the most automated — they're the most deeply human. Walk away with a practical lens for developing the capabilities AI can't replicate, and a new understanding of why investing in people is the highest-ROI strategy you have.
How ServiceNow University Is Preparing You for the Agentic AI Revolution
Agentic AI isn't coming — it's here. And it's reshaping how we work, what skills matter, and what the careers of tomorrow look like. ServiceNow University is meeting this moment head-on, building the learning pathways and skill sets that empower individuals and organizations to not just adapt, but lead. In this session, discover how SNU is responding to the AI revolution with purpose-built learning — so you can harness the power of Agentic AI, future-proof your workforce, and turn one of the biggest shifts in modern work into your greatest competitive advantage.
AI-Powered Healthcare Appeals and Grievances Management on ServiceNow
Appeals, grievances, and complaints arrive via fax, mail, phone, portal, and email - creating fragmented intake and real compliance exposure. In this 15-minute session, we'll walk through a closed-loop A&G workflow on ServiceNow®: AI-driven intake and classification, automated CAIC and APR checklist enforcement, evidence gathering and outreach tracking, clinical review gates, determination and notices, and effectuation. We'll highlight where AI assists with request classification, pathway and level routing, and packet completeness scoring - and the core KPIs to use when evaluating a pilot.
Build an AI Conversational Experience With Your Own Widgets and Interactive View
In this hands-on lab, participants will learn to build an AI conversational experience with custom widgets using Lit JS and how to add an interactive pop-out view. The lab covers practical implementation, UX best practices, and integrating with Now Assist skills, AI Agents, and Virtual Agent. Attendees will leave with a functional conversational prototype to adapt it to their own business needs.
Now on Now: Optimizing Costs With AI-Powered IT Asset Management
See how ServiceNow drives asset management to new heights—with autonomous AI agents powering asset discovery, lifecycle automation, and compliance in real time. Learn how these capabilities have reduced manual work for our teams, improved visibility, and enabled smarter resource allocation. Join our leadership session for firsthand lessons on lowering costs and making data-driven decisions across the enterprise.
Now on Now: Turn Strategy Into Outcomes With Strategic Portfolio Management
Portfolio success isn’t about more projects—it’s about the right projects. See how we uses Strategic Portfolio Management (SPM) on the ServiceNow AI Platform to align goals, investments, and delivery across functions. Learn how we bridge the gap between strategy and execution—connecting roadmaps, resources, and results in one shared workspace. By uniting IT, Finance, and Business teams on a single platform, we’ve created real-time visibility that accelerates work, empowers collaboration, and ensures every initiative drives measurable value.
Now on Now: Managing the End-to-End AI Lifecycle With AI Control Tower
AI asset lifecycle management is critical for ensuring AI systems remain compliant, accurate, and relevant, maximizing their effectiveness and value. This session explores how we designed and implemented our AI Control Tower, leveraging ServiceNow's Strategic Portfolio Management (SPM), Application/Incident Management, Request Management, and AI Governance application to streamline our AI development, deployment, monitoring, measuring and decommissioning processes.
The Digital FTE: How Mercedes-Benz Is Transforming Dealer Support With AI
What if every dealer support agent had an AI teammate handling the heavy lifting? Mercedes-Benz is making that a reality — deploying AI agents as digital employees to automate triage, surface relevant case history, and generate knowledge in their dealer support center (DSC). As part of a broader vision for an autonomous workforce, this session covers how the company partnered with ServiceNow to go from pilot to production — reducing manual effort per case, accelerating time to resolution, and building the intelligent knowledge infrastructure that makes it all scale.
Now on Now: Beyond AI Policy: Governing AI Risk at Enterprise Scale
Effective AI governance isn't owned by a single team, nor is it solved by a single process. It spans the enterprise! In this session, learn how ServiceNow governs AI risk at enterprise scale through AI Control Tower (AICT), Integrated Risk Management (IRM), and Security Operations (SecOps). See how we maintain a centralized AI inventory, assess and manage risks throughout the AI Lifecycle, align to U.S. and global regulations, and tackle key AI-related risks within security operations.
Now on Now: Optimizing Contract Management With AI and Connected Workflows
Every contract carries critical obligations and opportunities for efficiency. In this session, we’ll demonstrate how we created Contract Management Pro to extract value faster by embedding contract workflows into sourcing, vendor lifecycle and supplier operations. Perform contract drafting and negotiations with AI, integrate approvals and e-signatures, and connect contracts to purchase-to-pay, supplier onboarding and third party-risk workflows. The result: one platform, fewer hand-offs, more insight, and stronger outcomes from every agreement.
Now on Now: Smarter Sourcing, Faster Payments—Powered by AI
Source-to-Pay connects sourcing, supplier lifecycle, purchasing, and finance on one intelligent platform. In this session, we’ll share how we modernized procurement using agile practices and a unified architecture that gives stakeholders a single front door for view across sourcing, procurement, and payment. With integrated CMPro and AI, see how we enabled real-time collaboration, streamlined supplier onboarding, intake workflows, contract-to-purchase processes, and invoice exceptions to boost visibility, compliance, and the user experience.
Now on Now: Unlocking Developer Productivity and Experience With AI
The future of development is about collaborating with AI. In this session, learn how ServiceNow approachs the developer journey in the age of AI, applying design thinking, feedback loops, and automation to remove friction at every step. See how we’re creating a more intuitive, rewarding, and high-velocity environment where developers can do their best work.
Now on Now: Transform AI experiences with Now Assist & ServiceNow EmployeeWorks
ServiceNow uses Now Assist, Virtual Agent, and AI Search to transform how employees get work done. In this session, we share our customer zero journey: how conversational AI and search streamlined support, accelerated resolution, and delivered trusted outcomes in the flow of work. We’ll also show how this experience is evolving, including how Moveworks and our direction toward EmployeeWorks fit into a unified, employee‑first AI experience.
Zero-Friction Adoption: Eliminate Workflow Complexity With Live Voice AI Guidance
Watch us introduce a new avatar of guidance, Dynamic Guidance, that transforms how users learn and get onboarded on your complex workflows. Powered by advanced multi-modal AI, this solution mirrors the help of a peer: it can see the user's screen in real-time and hear their spoken request. This revolutionary approach allows the AI to offer hyper-contextual, step-by-step instructions exactly when and where they are needed. This capability is critical for driving instant end-user adoption by reducing the friction in user onboarding and guidance needs across your organisation.
Unraveling Word Chaos: Forging Structured Insights in ServiceNow
Discover how we transformed our document revision process by replacing outdated, Word-based comments and In-line edits with a modern, real-time collaborative solution in ServiceNow. Using Visual Task Board components, custom-designed cards, and records structured in JSON within a purpose-built UI Builder workspace, we created a system that fosters teamwork. Learn how we overcame team resistance, reimagined UI elements, and built a system that supports complex, interconnected data relationships while reducing document management time and unlocking actionable insights from unstructured data.
The Blue Collar Benefit: Building Irresistibly Simple Solutions
Want to know the secret behind solutions that users truly love? Join me as I share how lessons from my early blue-collar field days shaped the way I build in ServiceNow today, with creativity, practicality, and a relentless focus on simplicity. From solving real customer problems in the field with minimal disruption to designing powerful yet effortless ServiceNow solutions, you’ll discover how a no-nonsense mindset can turn everyday challenges into elegant outcomes. Expect real stories, practical takeaways, and the reminder that you can achieve amazing things - no matter where you start.
Dev Keynote at CreatorCon: Build Anywhere. Run on ServiceNow
With AI, building is not the hard part. It is everything that comes after. The ServiceNow platform knows your data model, ACLs, and business rules before you type a prompt, because it IS the system of record, not beside it. The developers who know how to use that are the most valuable people in any enterprise right now. Come see it live at the Developer Keynote at CreatorCon.
Beyond Automation: AI-Driven Experience Building on ServiceNow
AI is ready. Are you? Unless your experiences on ServiceNow® were developed in the last 12 months, they probably weren’t designed for AI to accurately understand, organize, and present the right information at the right time. When content isn’t AI-ready, intelligence can’t deliver its full value. A new shift is underway: experiences designed for AI from the start—where knowledge is structured, context is clear, and delivery is dynamic. What once took weeks now happens in minutes. Don’t miss your opportunity to glimpse the future of AI-driven experience building on ServiceNow.
Your AI Needs a Vibe Check: Translating Your Brand for Intentional AI Delivery
Everyone wants their AI to "feel right," but what does that actually mean for your organization? In this roundtable, we'll help you do the deep thinking most organizations skip: translating your brand's tone and personality into clear, usable guidance that AI can actually deliver on. Walk away with a practical framework, and the confidence in knowing your team is empowered to build intentional AI experiences, whether you're launching your first AI implementation or bringing consistency to existing ones. Laptops required.
Xactly and ServiceNow: Automating Revenue Workflows With Agentic AI
Is your sales team bogged down by fragmented data and static reporting? Join this session to learn how Xactly and ServiceNow use Agentic AI to put deal data and commission updates at your reps' fingertips. We’ll show you how to leverage proactive Agent-to-Agent connections to get your team out of the CRM and back into the field with the instant insights they need to win with guided deal recommendations, forecasts, and more!
Future-Ready IT: Unlocking Efficient Service Management Through the Value of AI
Step inside your IT organization where AI reshaped service management at scale. Discover how complex workloads were automated, employee experiences elevated, and productivity surged. Gain practical guidance on using AI and intelligent automation to cut manual effort so your teams stop chasing tasks—and start delivering real business outcomes.
Stellantis and TCS: Transforming Dealer and Supplier Experience With ServiceNow
Learn how Stellantis partnered with TCS to extend ServiceNow® Industry Solutions. Through redesigned workflows spanning finance, supply chain, product engineering, and aftersales, Stellantis is moving toward an autonomous, preventive ops model—cutting manual tasks, improving service quality, and delivering a stronger experience for users and customers.
Exchange Roundtable: CMDB/CSDM Foundation—Build It Right or Fix It Now
Your CMDB is non-existent, messy, or "good enough"—but AI, automation, and multi-product deployments depend on it. Connect with peers who've successfully built or remediated their CMDB/CSDM foundations and ServiceNow specialists who know what works. In this expert-facilitated roundtable, gain momentum and tackle the real decisions: start from scratch or fix what you have, prioritize cleanup that directly unlocks business value, implement CSDM best practices that support ITSM, ITOM, and AI capabilities, and make the ROI case to skeptical executives.
From Months to Minutes: AI-Powered ServiceNow Development
Traditional software development lifecycles can be slow, manual, and take months to deliver value. This presentation introduces an AI-centric dev cycle that shrinks the timeline to minutes. Discover how AI agents can validate ideas, shape requirements, and build prototypes, guided by human-in-the-loop specialists to maintain compliance and adhere to leading practices. This model deeply integrates stakeholders into the creation process, enabling rapid, scalable iterations. The outcome is a faster, more aligned final product that truly meets business needs.
Automate HR Operations: How to Increase HR Productivity With AI Agents
HR Operations teams are asked to do more with less, but giving their employees the help and the experience they need is critical to meet that goal. In this hands-on lab, we will see how AI Agents can help your existing HR teams be more efficient, even when managing critical or challenging cases. Learn how you can take agentic workflow blueprints and tailor them for the needs of your organization and then see how those AI Agents help your HR team to become more productive.
Build Agent Experience at the Vibe Code Lounge
Got an idea? Come build it. Not sure how to begin? Use our guidance and prompts to get started. Swing by the Vibe Code Lounge, grab a coffee, and let Build Agent create a working MVP for you in minutes. Complete the lab and take home a Code Brew mug while supplies last!
From Ad Hoc to Automated: Maturing Your Automated Testing Strategy
Most platform teams know they should be testing more — but moving from ad hoc validation to a mature, automated testing practice is easier said than done. Let's discuss the journey, from manual smoke tests to structured ATF suites, AI-assisted test generation, and fully integrated quality gates in your deployment pipeline. We'll share real patterns for scaling test coverage as your app portfolio grows, common anti-patterns that slow teams down, and how to build a testing culture that keeps pace with your development velocity.
Drive Better Field Outcomes With AI‑Powered Scheduling and Execution
Deliver faster, more reliable, and more transparent service experiences with AI‑powered scheduling and execution. Learn how ServiceNow’s Field Service Management equips organizations to consistently meet—and exceed—customer expectations by ensuring the right technician arrives on time and with the full context needed to resolve issues on the first visit. We’ll show how automated scheduling, intelligent task prioritization, and real‑time execution insights help teams deliver higher‑quality outcomes, strengthen customer trust, and drive measurable improvements in satisfaction and retention.
Agentic Local Dev With Claude Code and the ServiceNow SDK
Vibe coding isn't just for side projects anymore. Bring your toughest questions about using Claude Code for local ServiceNow development, from scaffolding apps and writing server scripts to testing and deploying without ever touching a browser. We'll share real workflows, hard-won lessons, and live answers. Pull up a chair and ask us anything.
Replacing Legacy CRM With AI-First Enterprise Reinvention
What does it take to replace legacy CRM at global scale—while future-proofing your enterprise for AI? In this session, IBM Consulting reveals a global-first transformation built on ServiceNow® (CSM & CPQ)—shifting from legacy CRM to an AI-native, experience-led architecture. Discover how intelligent workflows, embedded AI, and Microsoft Copilot unified 50,000 employees across Sales, Service, Engineering, and Operations. Learn the bold decisions, architectural approach, and transformation strategy that turned a platform exit into a catalyst for enterprise reinvention.
From AI Chaos to AI Control: Using Singulr AI and ServiceNow AICT Together
AI is spreading across the enterprise through copilots, agents, and embedded models faster than governance can keep up. In this session, learn how the Singulr and ServiceNow® AICT integration helps organizations move from AI chaos to control across the AI governance lifecycle. From vetting and onboarding with intelligence from Singulr Pulse to continuous discovery of shadow AI, risk assessment, usage tracking, and controls verification. Singulr feeds discovery and risk intelligence into AICT, enabling accurate inventory and governance workflows across the enterprise.
Exchange Roundtable: Autonomous IT Implementation—Deploying Workspace and AI
Your ITSM is live, but it’s running on legacy interfaces while agents remain buried in manual work. Join peers and ServiceNow experts who've successfully deployed Autonomous IT capabilities. Discuss how to migrate to Service Operations Workspace without disrupting operations, deploying Now Assist and predictive intelligence for agent productivity, and implementing Flow Designer automation for complex workflows. Plus: tackle deployment sequencing, adoption strategies, and proving modernization ROI— move your business forward with new momentum.
Exchange Roundtable: Implementing Now Assist—From Readiness to Rollout
Your teams are ready to put AI to work with Now Assist, but making momentum real is challenging without guidance. Connect with peers who've been exactly where you are and ServiceNow specialists who know what works. In this expert-facilitated roundtable, navigate the practical steps together: preparing your CMDB/CSDM foundation, configuring Now Assist across Virtual Agent, Search, Workspaces, and Developer tools, and building phased rollouts that demonstrate value quickly. Walk away with battle-tested guidance on selecting high-impact use cases, measuring adoption, and avoiding common pitfalls.
Exchange Roundtable: CSM Deployment and Implementation Strategies
Customize or configure out-of-the-box? It's one of the most consequential decisions in your CSM deployment — and you don't have to navigate it alone. Connect with peers who've gone live in six months or less and specialists who know what works. In this expert-facilitated roundtable, work through what matters most: which workflows and configurations work OOB, when customization is justified, and how to avoid technical debt. Explore migration planning, role-based layouts in CSM Configurable Workspace, managing data complexity, and introducing the right capabilities at the right time.
Exchange Roundtable: CMDB/CSDM AI Readiness
Your CMDB/CSDM foundation is likely closer to AI-ready than you think — and you don't have to take that leap alone. Many teams hold back on Now Assist deployment because they doubt their data quality, when the real barrier is knowing what "good enough" actually means for AI. Connect with peers who've already made this call and ServiceNow specialists who know what works. In this expert-facilitated roundtable, navigate the decisions together: assessing your CMDB/CSDM quality against real AI requirements, calculating realistic ROI, and building a business case that moves leaders to act.
Exchange Roundtable: Get Started With Your IT Rollout
Just purchased ITSM, ITOM, SPM, or ITAM? Connect with peers and ServiceNow specialists who've been exactly where you are—and know what works. In this expert-facilitated roundtable, cut through the complexity and get clear steps to go live in six months or less. We'll tackle the 90-day essentials: assessing current state to define Phase 1, deployment sequencing, stakeholder alignment, and determining "good enough" data quality. Engage in open discussion, share real-world insights, and walk away with battle-tested approaches to accelerate your implementation and adoption.
Exchange Roundtable: ITAM—From Backlog to Comprehensive Asset Management
ITAM has been on your backlog for months — or you've deployed Discovery but aren't seeing license optimization. Either way, there's a clear path forward. Connect with peers at every stage and specialists who know what works. In this expert-facilitated roundtable, navigate the decisions that drive real value: discovery scoping strategies, expanding from basic tracking to comprehensive SAM and HAM, proving ROI through license reclamation and audit readiness, and unlocking asset management value without over-engineering. Walk away with the confidence to move forward at a pace that works for you.
Exchange Roundtable: ITOM Visibility Deployment
Discovery feels overwhelming—and ITOM Visibility is still undeployed. Connect with peers who've navigated these exact hurdles and ServiceNow specialists who know what works. Work through real blockers: scoping what to discover first, navigating MID Server deployment and security restrictions, managing CI data quality when your CMDB is incomplete, and timing your Service Mapping decisions. Share what's slowing your momentum and walk away with battle-tested strategies to accelerate deployment—at a pace that strengthens your operations.
Exchange Roundtable: SPM—From Backlog to Business Value
SPM has been sitting undeployed or you've gone live but adoption hasn't followed. Organizations that deploy SPM see payback in less than six months, an 8-week decrease in time to value, and nonproductive investment spending drop from 5% to 2%. Connect with peers at every stage and ServiceNow specialists who know what works. Work through portfolio hierarchy decisions, demand intake configuration, driving adoption beyond basic project tracking, and proving portfolio value to executives. Walk away with a clear path to momentum.
Exchange Roundtable: ITSM Deployment and Implementation Strategies
Customize or configure out-of-the-box? Your team's momentum can't slow down with delayed go-lives when they could be driving innovation. Join this Exchange Roundtable on deployment strategies across Incident, Change, Request, Problem Management, and Service Operations Workspace. Connect with ServiceNow experts and peers on what zero-touch support looks like in practice: phased rollouts, out-of-the-box configurations that minimize technical debt, and measurable KPIs that prove business value. Share and learn implementation blueprints and build the foundation for Autonomous Service Operations.
Exchange Roundtable: Get Started With Customer and HR Service Delivery
You've purchased CSM or HRSD—now turn that investment into momentum. Organizations using HRSD see an 80% reduction in manual HR case handling and over one million hours of HR work automated globally. Connect with peers and ServiceNow specialists who know what works. In this expert-facilitated roundtable, navigate the critical early choices together: which use case to deploy first, scoping your rollout without solving every challenge at once, aligning Customer Success, Support, and HR stakeholders, and building your 90-day deployment roadmap. Your path to value starts here.
Exchange Roundtable: HRSD Deployment and Optimization
Deploying HRSD for the first time or have basic HR case management but want to expand? AI Agents autonomously resolve HR requests, approvals, and casework, collapsing hours of manual effort into seconds. Connect with peers navigating this path and ServiceNow specialists who know what works. Tackle the decisions that matter: launching Employee Center as a unified HR portal, optimizing for better self-service adoption, expanding Employee Journey Management, and measuring your digital transformation impact. Your momentum forward starts here.
Exchange Roundtable: Now Assist Deployment and Optimization
You've purchased Now Assist — or already deployed it and want more. Either way, the path to compounding AI value is clearer than it looks. Organizations that move beyond pilots to platform-wide optimization build compounding advantages their competitors can't easily replicate. Connect with peers at every AI stage and ServiceNow AI specialists who know what works. In this expert-facilitated roundtable, work through launching first capabilities without perfect data, optimizing existing AI performance, and scaling confidently across products. Your AI momentum starts here.
Exchange Roundtable: A Platform Owner's Guide to Getting Started With Agentic AI
Agentic AI is moving fast — and platform architects need to get ahead of it before it gets ahead of them. Join this Exchange Roundtable to connect with ServiceNow experts and peers in a highly interactive session built for technical leaders. Learn practical approaches: understanding how AI agents differ from conversational AI, designing integration patterns and architectural guardrails, and defining the boundaries between human and agent decision-making. Walk away with real-world architecture examples and emerging best practices for building systems that can safely scale AI autonomy.
Exchange Roundtable: ServiceNow Impact and Platform ROI
Executives want proof of your ServiceNow ROI— but "our user are happy" won't cut it. Most customers stall on value because they lack expertise and tools to track outcomes and sustain adoption. ServiceNow Impact delivers expert guidance, AI-driven insights, and proactive health monitoring to turn that around. Organizations with an Impact Success Plan see a 24% increase in platform value. Connect with platform owners using Impact and specialists who know what works. Discuss proving ROI to CFOs, automating outcome tracking, and building the adoption momentum that makes reinvention stick.
Exchange Roundtable: App Engine for Service Operations
Your service operations are live—but the workflows that make your business different don't fit standard case management. App Engine is where teams build, run, and evolve those solutions with AI doing the heavy lifting and governance baked in. Connect with peers who've gone from deployment to real adoption and ServiceNow specialists who know what works. Work through app vs. configure decisions, delivering quick wins that make employees feel empowered, and building a governance foundation that scales—so every extension strengthens your platform momentum.
Exchange Roundtable: USEM Deployment—Getting Vulnerability Management Live
Most enterprises face 100,000+ open vulnerabilities—but only 2–5% pose real exploitable risk. The challenge isn't finding them; it's knowing where to start and building workflows that actually close them. Your momentum starts here. Connect with peers navigating the same terrain and ServiceNow specialists who know what works. In this expert-facilitated roundtable, tackle the real deployment decisions: scoping what to scan first, integrating vulnerability scanners without breaking workflows, prioritizing remediation across thousands of findings, and proving security risk reduction in 90 days.
Exchange Roundtable: CSM Optimization and Modernization—Deploying AI and Automation
Your CSM is live—now unlock the capabilities that turn it into a competitive advantage. Connect with peers optimizing their CSM and ServiceNow specialists who know what works. Navigate decisions that drive real value and your AI momentum real: deploying Now Assist for case deflection and agent productivity, building predictive customer health scores, enabling AI-powered virtual agents, integrating Field Service for seamless customer journeys, and establishing dashboards that track experience ROI. Walk away with deployment sequencing and a clear path to measurable business outcomes.
Exchange Roundtable: From Pilot to Production—Scaling Now Assist Enterprise-Wide
A successful Now Assist pilot is just the beginning — scaling it enterprise-wide is where the real work starts. Join this Exchange Roundtable to connect with ServiceNow experts and peers who have navigated the challenges of broad deployment firsthand. Learn practical strategies: building sustainable AI governance frameworks, driving adoption across multiple departments, and managing stakeholder expectations at every stage. Walk away with proven metrics that demonstrate ROI, tactics for overcoming organizational resistance, and hard-won lessons from real-world deployments that actually stuck.
Exchange Roundtable: Jumpstart Your Upgrade With Impact
Upgrades shouldn't feel like a liability, so why do so many? In this roundtable, we'll dig into what separates organizations that upgrade with confidence from those that dread the process. Using the Jumpstart your Upgrade Accelerator as our framework, we'll surface what's creating friction, what's working, and what your next upgrade could realistically look like. Come ready to share.
Exchange Roundtable: Security Incident Response Orchestration
Security teams face an avalanche of alerts, scattered tools, and pressure to respond faster than attackers can move. Gain momentum on turning chaos into confident response. Connect with peers who've automated their incident lifecycle and ServiceNow specialists who know what works. Work through automating enrichment and playbook execution, integrating threat intelligence from TISC, uniting security, IT, and risk teams in shared workspaces, and scaling response without adding headcount. Walk away with proven tactics to operationalize automation from first alert to resolution.
Exchange Roundtable: ServiceNow Architecture Assessment
Your ServiceNow environment has grown—and the complexity has grown with it. Managing what you can't fully see creates performance risks, integration blind spots, and governance gaps that compound over time. Connect with peers who've successfully mapped their ecosystems and ServiceNow specialists who know what works. Navigate the path to clarity: conducting comprehensive architecture assessments, identifying performance bottlenecks and integration risks, and establishing governance frameworks that keep your platform healthy and your roadmap on track.
Exchange Roundtable: Designing and Deploying Successful Agentic Workflows in CRM
Autonomous CRM means letting AI act — not just generate content. But that requires the right architecture: scalable, efficient, and grounded. Join this Exchange Roundtable with ServiceNow experts and peers to learn a proven framework for designing and deploying agentic workflows from discovery to go-live, grounded in real customer experiences. Learn when to go fully agentic, non-agentic, or hybrid — and why the choice matters for your business outcomes. Walk away with a practical implementation framework and the confidence to move your CRM strategy from reactive to autonomous.
Exchange Roundtable: AI Agent Adoption Strategies and Value Realization
AI Agents promise transformational value, but moving from pilot to measurable business impact requires proven strategies and real peer insight. Join this Exchange Roundtable to connect with peers and ServiceNow AI Platform Foundry specialists in a highly interactive, facilitated discussion. Each table will move through collaborative design thinking stages — from identifying end-user pain points to surfacing the best use cases for your organization. Walk away with actionable strategies to accelerate AI Agent adoption and drive measurable value realization across your entire enterprise.
Exchange Roundtable: Jumpstart Your ServiceNow AI Journey With Impact
Every organization wants to move faster with AI, but not everyone knows where they actually stand. In this roundtable, we'll explore what a realistic path to AI and automation maturity looks like on ServiceNow. Using the Jumpstart your ServiceNow AI Journey accelerator as our framework, we'll discuss how to assess your starting point, align priorities to your goals, and focus on what moves the needle. Come ready to share.
AI-Powered Communications: Break Silos and Automate Workflows for Better CX
See how Vonage bridges the gap between front and back-office teams to accelerate resolution and elevate customer trust. We’ll demonstrate how leveraging real-time transcription and AI - from Intelligent Routing to Agent Assist - significantly reduces call handling times. Learn to deploy a frictionless, mixed-mode solution across ITSM and CSM that boosts productivity and creates a seamless journey.
Discover Intellicampus—Cognitive AI Orchestration for Higher Education
Higher education has been asking for this for over a decade - a "built on ServiceNow" engine that can provide a 360 degree view of all student and institutional data so that the student and staff experience can be transformed. Come discover how we are making your data more accessible, safer, and AI-ready, while delivering a single pane of glass experience for students and staff - all built on the power of ServiceNow. Find out what US, Australia and UK institutions are doing to fuel innovation using Intellicampus. Meet the team. Ask questions, and collaborate with peers.
From Access Requests to Agentic Investigation: AI for Identity on ServiceNow
Identity teams spend too much time reconstructing what happened across requests, approvals, entitlements, logs, and related systems. In this session, Clear Skye shows AI-powered Identity Governance natively embedded in ServiceNow, combining Now Assist for IGA with our proprietary Clear Skye AI (CSAI) framework. We’ll show how users can request access, check status, and get clear guidance through Now Assist, while admins use CSAI to surface risk, investigate lifecycle activity, and gather evidence across identities, accounts, logs, and CMDB data with full observability and auditability.
From AI Visibility to Trusted Operations: Responsible AI With AI Control Tower
This 15‑minute session shares a generic blueprint for governing enterprise AI by combining ServiceNow® AI Control Tower as the centralized hub for AI visibility, risk management, and impact measurement with Cognizant Neuro Trust as a complementary trust platform that adds modular controls—system inventory, compliance checks, risk assessments, incident tracking, and continuous monitoring. Cognizant Responsible AI provides the common framework applied across both tools to keep guardrails consistent and audit‑ready across ServiceNow and external AI.
From Workflow to Work Done: Agentic Voice AI for Field Execution
Enterprises have invested heavily in digitizing service workflows, but a critical gap remains: when work moves from the screen to the field, execution breaks down. Inconsistent procedures, compliance failures, and knowledge silos create costly rework and risk. This session shows how GIDR.ai's Agentic AI voice platform bridges ServiceNow® workflow orchestration with real-world work completion. Through multimodal AI voice agents that can see, hear, and speak in any language, GIDR delivers real-time guided intelligence to field technicians and service teams at the exact moment of need— turning digitized workflows into reliable, outcome-driven results.
Reinventing Physical Security With AI-Native Workflows On ServiceNow
Physical security has long relied on static forms and fragmented tools. Bearing reinvents it as an AI-native workflow layer on ServiceNow. By transforming record producers into structured conversational experiences powered by Now Assist and Virtual Agent, users describe needs in natural language while the platform enforces governance, validation, and data integrity. This is not chat—it is deterministic record creation aligned to the ServiceNow data fabric. The result: faster response, higher adoption, and a foundation for agentic security operations.
Sophie: AI Avatar Reshaping How Knowledge Is Created in ServiceNow
Capgemini’s AI-powered knowledge avatar Sophie streamlines how teams create and manage knowledge in ServiceNow®. Built on Azure OpenAI originally and adapted with ServiceNow-ready templates and governance, Sophie guides through simple conversations to generate accurate, compliant articles with far less manual effort. Capgemini is extending this with agentic workflows for automated knowledge validation, enrichment, and the creation of ServiceNow records. Sophie can be used across ITSM, HRSD, and CSM as a reusable Capgemini asset, enabling consistent, scalable, AI-driven knowledge operations.
From Engines to Experiences: How Rolls-Royce Is Powering Service Transformation
Rolls-Royce is extending its heritage of engineering excellence into the digital era - transforming how services are delivered and experienced. Using ServiceNow, we are reimagining IT with AI, automation and intelligence to deliver efficiency and experience. Discover how RR is harnessing AI to empower teams, streamline service delivery, and enable smarter decision-making. Focusing on adoption, balancing innovation with governance and embedding AI. Explore what’s next: A journey towards end-to-end GBS transformation; Powered by ServiceNow, fuelled by AI and designed for the future of work .
Designing the Enterprise Brain: How Booking.com Is Building Its AI Control Tower
Booking.com is engineering the foundation for an AI-driven enterprise—where ServiceNow evolves from a workflow platform into an intelligent control tower for decision-making, risk, and automation. This session explores how the team is designing the governance, architecture, and data fabric needed to scale AI responsibly. Learn how Booking.com is establishing its Now Assist governance model and linking CMDB, ITAM, and Risk data to power contextual intelligence.
Architecting the Cognitive Enterprise With Lenovo and ServiceNow
Enterprise transformation now requires more than isolated automation—it demands a unified, AI-ready operating model. In this theater session, Lenovo shares how hybrid AI infrastructure, device intelligence, intelligent workflows, and agentic AI combine with ServiceNow® to power the cognitive enterprise. Learn how Lenovo helps organizations connect edge-to-cloud intelligence, real-time decision-making, and workflow orchestration to unlock proactive operations, accelerate AI adoption, and deliver measurable outcomes across the business.
Unlocking the Secrets of the Best Employee Experience Contest Winners
Join us as we reveal this year’s Best Employee Experiences, celebrating the teams cutting through work and giving employees the space to focus on the big work. From AI-native to mobile-first designs, these award-winning experiences show what’s possible when work is built for people. The big question remains: Who will take home the trophy for the Best Employee Experience?
Ask ServiceNow EmployeeWorks: Building the AI Front Door for Work
We’ll explore how ServiceNow EmployeeWorks serves as the AI-powered front door for work, enabling employees to search and take action across HR, IT, finance, and other business applications through conversation. We’ll discuss the role developers play in building and extending tools and enabling AI agents to act across applications. Bring your questions on tool development and designing AI-driven workflows that operate across systems.
Roundtable: The AI Front Door That Gets Work Done
Your employees spend more time navigating tools and chasing answers than doing the work they were hired to do. In this roundtable, hear directly from peers and customers on how they're changing that with an AI front door. ServiceNow EmployeeWorks delivers a modern, intuitive experience where employees just ask to get everyday tasks done and critical business processes moving — across IT, HR, Finance, Procurement, and beyond. Bring your questions, your use cases, and your honest take on what that looks like in practice.
How Customer Success and ServiceNow Impact Help You Put AI to Work
Discover how customer success offerings—including ServiceNow Impact and Expert Services—help you maximize the return on your ServiceNow investment. Learn how easy it is to start using Impact to help you adopt new ServiceNow innovations and find out what's on the roadmap for the future.
Autonomous IT: A Zero-Touch Service Desk Built on Trust and Speed
Imagine a world where enterprise-wide investigations are automatically performed and diagnosed in seconds. A world where incidents are deflected before any issue is detected, or fully resolved within seconds after being created. A world where every bit of data is trusted, and actions are taken instantaneously, without any human intervention. This world is the reality of Autonomous IT powered by Tanium and ServiceNow®. A zero-touch Service Desk that is prepared for today's problems and tomorrow's challenges, fueled by real-time visibility and control with intelligent, agentic workflows.
FlowInsight Pro: Harnessing Gen AI for Proactive Workflow Health Optimization
This top-rated session from K25 explores how FlowInsight Pro leverages GenAI to continuously monitor and optimize workflow health. By analyzing logs, detecting potential issues early, and providing real-time fixes, it ensures workflows run smoothly and stay ahead of problems. With proactive health alerts, intelligent recommendations, and conversational support via FlowBot, FlowInsight Pro transforms workflow troubleshooting—reducing manual effort and boosting performance across the enterprise.
Build an AI-Powered Manager Experience That Answers, Acts, and Gets Work Done
Managers are the connective tissue of every organization — yet they're often the most underserved when it comes to purpose-built digital tools. They toggle between systems, various departments, chase down approvals, and spend too much time coordinating routine tasks and not the work that empowers their teams and drives the business forward. In this hands-on lab, you'll experience the future of how managers get work done.
Manufacturing Industry Product Roadmap
Join ServiceNow product leaders for an inside look at the manufacturing industry AI roadmap. Discover how agentic AI is transforming sales and service operations with live demos and real customer use cases. Hear how manufacturers are connecting their entire enterprise to drive revenue growth, speed issue resolution, and lower operating costs across the enterprise.
From Prompt to Production: Enterprise Vibe Coding With the Build Agent
Vibe coding has changed how software gets built — and ServiceNow is bringing it to the enterprise. This session explores how natural language prompts are replacing traditional development workflows, enabling builders of all skill levels to go from idea to working application faster than ever. We'll discuss how the Build Agent turns intent into real apps, automations, and agents. We'll cover what makes enterprise vibe coding different from consumer tools, including governance, quality, and scale. Leave with a clear picture of where agentic development is headed and how to get started.
Vibe Coding Done Right: Build ERP Apps With App Engine and Build Agent
Vibe coding works in Enterprise — when it's grounded in business context, governance, and real ERP data. This session shows how to apply AI-accelerated development to ERP the right way: using Build Agent to generate governed applications on App Engine, connect to live ERP data — all within ServiceNow's Sense/Decide/Act/Govern architecture. We'll also walk through Rapid Deployment Packs for Master Data Management, Journal Entry, and My Work Hub — pre-built ERP solutions that give you the first 80% out of the box so your team can focus on what makes your business unique.
Supercharge Your AI Front Door With MCP and AI Agents
The AI Assistant is as powerful as the business systems it connects to and orchestrates work across. As the AI Assistant in ServiceNow EmployeeWorks becomes the front door to work, we’ll discuss how you can supercharge it by connecting to 100s of MCP servers, calling your ServiceNow data and automations, and invoking agents to coordinate work across the business.
From Dashboards to Action: AI Agents and the Future of Customer Success
Dashboards don't save renewals. Action does. Most Customer Success teams spot risk too late — and by then, customers are already gone. In this demo, Mike Edmonds shows how AI agents detect risk early, trigger the right success plays, and drive proactive outreach that protects revenue and unlocks growth.
Ship Faster, Break Less: AI-Augmented Change and Release Management
Experience how ServiceNow's modern change and release capabilities balance speed with service resilience, enterprise control, and compliance. Streamline change and automate governance with purpose-built change models; simplify change creation and drive data quality via templates; reduce subjective decision-making with data-driven risk methods; shift-left compliance and validations with Digital Product Release to make approvals easy; and discover how Now Assist capabilities, such as the change summarization, change risk explainer and data quality agent, augment the entire change process.
AI That Acts: Enabling Autonomous IT With Dynatrace and ServiceNow
Dynatrace and ServiceNow® are revolutionizing end-to-end observability, enterprise-wide IT orchestration and event intelligence to transform enterprise IT teams from reactive responders to strategic supervisors with agentic AI. Discover how our customers are leveraging Dynatrace Intelligence with ServiceNow Now Assist to transform toward autonomous operations. Join this session to learn how you can simplify operations, enhance enterprise resilience, and achieve autonomous operations at scale, while accelerating remediation.
Boston Scientific and TCS: AI Led Service Desk Transformation
Join this session to hear how Boston Scientific Corporation, in collaboration with TCS, is transforming its service desk to deliver faster issue resolution, reduce manual effort, and scale IT support using the ServiceNow® AI Platform. By embedding generative AI, predictive intelligence, and agentic AI into core ITSM workflows, the organization is moving from reactive support to a proactive, autonomous ticket management model–driving greater operational efficiency, better user experience, and stronger service performance.
ERP Software is Dead. Agentic AI ERP is Here
Traditional ERP is dead and leaders know they cannot wait for slow and costly cloud reimplementations that cause disruption and delay progress. Agentic AI ERP keeps the core as a passive system of record and layers on an intelligent system of action that automates work, learns continuously and delivers real outcomes fast. Skip upgrades and migrations that add little to no value. Join this session to learn how you can leapfrog your competitors stuck in subscription lock-in migrations and realize true, self-funded AI outcomes in weeks, not years.
Autonomous Software Asset Management: AI Agents Driving Smarter SAM Operations
SAM often breaks down because governance requires more effort than teams can realistically staff. Learn about an AI-driven SAM agent purpose-built for Insight’s Devshop offering, designed to bring SAM to life through intelligent automation. It demonstrates: Automated entitlement ingestion from software contracts Proactive license reclamation to eliminate unutilized software spend Ongoing governance to maintain compliance and optimize usage We’ll also highlight how this approach aligns with NowAssist. The result: scalable, best-practice SAM operations with significantly less manual effort.
Lakeside Software: The Digital Employee Experience MTTR Imperative
In this session, Lakeside Software will introduce the DEX MTTR continuum and a practical agentic way to operationalize it. ITSM work is shifting from "apps" to orchestrated "flow" and "data": flow as the headless, orchestrated work that can run across systems, and data as the trusted, contextual signals that make those flows accurate. When those two come together, ITSM becomes a flywheel. Attendees will leave with a framework for measuring MTTR as a continuum, diagnosing where time and money is actually being lost, and designing a context-aware perpetually improving operating model.
Now Assist at Full Throttle
Now Assist delivers speed, but speed without preparation creates friction. In this session, we explore what organizations should address before and immediately after activating Now Assist. Through one early-stage deployment story, we examine the dependencies that determine whether AI accelerates value or exposes gaps in data, knowledge, and process. If you are beginning your Now Assist journey, this session provides a practical starting framework to help you move confidently from activation to sustained performance.
ServiceNow as the Digital Front Door, Better Together
Modern enterprises face increasing complexity as employees and customers interact with multiple disconnected systems across IT, HR, Finance, and Operations. This fragmentation leads to reduced productivity, inconsistent governance, increased operational risk, and costly customization of core systems such as ERP and HCM platforms. Organizations require a strategy that modernizes user experience and workflow execution while protecting the integrity of systems of record and maintaining compliance.
Unleash AI Enterprise-Wide: Extending ServiceNow AI Control With Island
See how Island’s Enterprise Platform amplifies ServiceNow AI® Control Tower’s intelligence, automation, and governance capabilities. Discover why detection and policy enforcement at the presentation layer is a must have to accelerate AI adoption, enhance end user experience and assure that you have right visibility and control across all of your AI initiatives. Learn how the largest Financial Services, Health Care, Hospitality companies are leveraging Island and ServiceNow.
Ask Me Anything: Identity Security & Governance
Identity debt is real. Human identities, non-human identities, and now, AI agent identities. With their complex web of permissions scattered across cloud, SaaS and on-prem systems, many organizations can't answer the most basic question: Who has access to what, and what they can actually do? Veza was built to answer this question authoritatively. And ServiceNow's acquisition of Veza is a force multiplier. Come find out how. No slides, no agenda.
AI is deployed. Customers are still frustrated. What is the gap and how do you close it?
Most organizations have made the AI investment, but the experiences haven't caught up. A study of 34,000 executives, service reps, and customers across 18 countries reveals why the gap between what customers expect and what they experience isn't closing. It's widening. And the organizations pulling ahead aren't the ones deploying more AI. They're the ones building differently underneath it. This session identifies where the real distance lives, why most CX strategies are solving for the wrong thing, and what it actually takes to turn AI investment into customer connection. Attendees will leave with a sharper understanding of where the gap is in their own organization — and a clear sense of where to start closing it. This theater session is the launchpad for Your CX Transformation Roadmap: Delivering Human Experiences at the Speed of AI happening in the Exchange Suites shortly after this session. Attend this session first to get the framing, then bring your questions and experience to the roundtable. Together, they're designed as an enhanced learning experience.
Welcome to Agentic Business
AI got brilliant fast. But brilliant isn't enough when most enterprises are sitting on a patchwork of disconnected systems. Only ServiceNow combines AI that thinks with workflows that act, across every corner of your business. Join Bill McDermott, ServiceNow Chairman and CEO, and special guests to see how the world's leading companies are moving from AI chaos to control.
The Blueprint for Agentic Business
To win with AI, companies need to scale fast without compromising security. Join Amit Zavery, ServiceNow President, CPO, and COO, and special guests to go inside the platform: how ServiceNow brings together your data, AI, workflows, and security to build and scale AI you can trust. This is the engineering behind the AI platform that executes.
And the Winners Are: Announcing the K26 AI Innovation Zone Award Winners
Join us as we announce the winners of the AI Innovation Zone Awards at Knowledge 26. This program recognizes the top 5 AI agent solutions built by ServiceNow® partners, evaluated on real-world customer impact, technical innovation, and measurable business outcomes — all built on ServiceNow's AI Agent platform and available on the ServiceNow Store. In this session, you'll meet the winning partners, see live demos of their solutions, and learn what set them apart from the competition. If you want to see what's possible when partners combine deep domain expertise with the power of AI agents on the ServiceNow Platform, this is a session for you.
Better Together: How ISV Partners and AI Agents Extend the Power of the ServiceNow Platform
ServiceNow®'s ISV partner ecosystem is one of the platform's biggest advantages and it is only getting stronger. and a major driver of customer innovation. In this session, you’ll learn how ISV partners are building specialized solutions and AI agents that extend the ServiceNow Platform into new use cases, industries, and workflows. Learn how to find and evaluate partner-built innovations on the ServiceNow Store, hear how customers are solving business challenges faster with ISV solutions, and discover why the partner ecosystem is a strategic multiplier for your ServiceNow and AI investment.
Autonomous Data Governance and Context Demystified
How do you plug trusted data and context into workflow and AI agents? How do you get visibility and control over data across your entire organization? We'll walk through what Autonomous Data Governance is, how it works within Workflow Data Fabric, and why it matters for managing quality, compliance, accountability, and context at scale.
The RiseUp Recipe: Training Partners Reveal What Makes Job-Ready Professionals
What's the secret formula for transforming eager learners into job-ready ServiceNow professionals? Join RiseUp Authorized Training Partners HibDigital and TQ Starling as they break down the RiseUp Recipe from the instructor's seat. They spend intensive weeks with each cohort — witnessing firsthand how four critical ingredients combine to produce job-ready talent. Learn why employers consistently report RiseUp graduates arrive more prepared than candidates from other pipelines — and why this recipe works.
How RiseUp Graduates Became My Secret Weapon for Customer Success
Listen to an evolution story of a ServiceNow Customer Success Manager who went from cautious explorer to RiseUp recruiting champion. Discover what made her take the leap, the surprises she encountered along the way, and why RiseUp graduates consistently outperform her expectations. Whether you're in Customer Success, leading a growing team, or exploring alternative talent strategies, this is a pragmatic look at how RiseUp talent solves real business challenges: filling critical roles faster, bringing fresh energy and diverse perspectives, and delivering measurable results for customers.
Beyond the Checkmark: Building AI Learning Systems That Drive Real Performance
The best assessors can't scale, but AI can scale without knowing what quality looks like—this is the central challenge of AI-scored assessments. Organizations winning at AI-scored performance systematically capture expert judgment and teach AI to see quality through SME eyes, transforming "I know it when I see it" into rubrics AI executes consistently. This session walks through the end-to-end process of partnering with SMEs to build AI that genuinely understands quality performance, with specific facilitation techniques that help experts externalize evaluation criteria and structure rubrics that preserve domain nuance while enabling AI interpretation. Discover why this human-AI collaboration creates assessment systems that are both scalable AND credible.
How PepsiCo Is Building an Agentic Mission Control With Traversal’s AI SRE
PepsiCo operates one of the world's most complex supply chains, generating over 500,000 alerts monthly. Learn how PepsiCo partnered with Traversal to transform their operations center from reactive to proactive incident prevention — autonomously triaging alerts to eliminate a 700+ high-severity alert backlog, transforming ServiceNow® tickets from static records into live, AI-powered investigations with root cause and remediation surfaced in minutes, and giving operators unified infrastructure intelligence. The result: 500+ engineering hours saved monthly and a path to agentic mission control.
Introducing ServiceNow Private Stack
Discover how ServiceNow® Private Stack running on Wind River Cloud Platform delivers secure, compliant, and highly available private cloud for AI and mission critical workloads. Learn how zero-touch orchestration, policy-driven automation, and real-time analytics simplify operations across data centers and edge sites while reducing cost, risk, and time-to-value.
The Future of Disputes Management for Financial Institutions
Dispute management is changing as fraud increases, workflows grow more complex, and cardholder expectations rise. Based on joint research conducted by Visa and ServiceNow® with issuers globally, this session shares what the data reveals about current pressures in dispute operations. It highlights how Visa is modernizing dispute management through platform driven capabilities and applied AI to help financial institutions scale, maintain compliance, and support stronger customer experiences.
Human-Centered, AI-Powered: The Future of Customer Service With ServiceNow
Join experts from Slalom for a digital session on how human-centered design and AI-powered workflows are transforming customer service on the ServiceNow® platform. Learn how AI reduces friction, empowers service teams to focus on meaningful moments, and connects systems seamlessly. Discover best practices for delivering scalable, intelligent, and empathetic experiences that balance automation, personalization, and trust to drive lasting value.
Boost ServiceNow With a Personal AI Technician for Every Employee
How can organizations extend ServiceNow® with AI securely and at scale? Robin by Atera is a 24/7 autonomous, context-aware AI agent providing omnichannel support via Microsoft Teams, Slack, email, WhatsApp, and more, with all actions logged in ServiceNow. It solves IT issues across devices and cloud environments, draws on multiple knowledge sources, and augments teams with context-rich responses and proactive support. Employees get faster resolution, IT gains intelligent assistance, and organizations unlock efficiency at scale.
The Autonomous Enterprise: Unlocking Productivity Through Agentic AI
Autonomous agents—that think, ask, and act on our behalf—are reshaping every operational layer of the enterprise. The organizations that win won’t be those with the most AI pilots; they’ll be the ones redesigning their business for AI that runs continuously, collaborates across domains, and scales intelligence faster than ever. This session reveals the shift toward AI-native architectures, autonomous operations, and intelligence-driven resilience. Enterprises not preparing for systems that optimize, adapt, and act independently are already behind.
The Autonomous Digital Workplace: Lenovo’s Agentic Services Blueprint
The next phase of enterprise transformation is being shaped by AI, autonomous agents, and industry-aligned workflows. In this session, Lenovo shares its blueprint for an autonomous digital workplace—an intelligent, self-optimizing system that adapts to business and workforce needs. Discover how agentic AI enables workflows that sense, decide, and act, shifting organizations from reactive service models to proactive, experience-led and self-healing operations that strengthen resilience, productivity, and sustained enterprise performance.
Friction-Free IT: How Thrive Does It With ServiceNow and TeamViewer ONE
Global enterprise IT teams are under pressure. They need resolve issues faster, reduce operational friction, and improve digital employee experience, without adding cost or complexity. In this session, learn how Thrive combines ServiceNow® with TeamViewer ONE to shift their IT operations from reactive to proactive. TeamViewer ONE unifies DEX insights, intelligent automation, and secure remote access, so Thrive can resolve issues before they impact users. Learn how this fix-once-fix-forever approach helps reduce incidents, accelerate resolution, and continuously improve outcomes.
Autonomous ITSM: Turning DEX Intelligence Into L3 Service Desk Outcomes
Achieve dramatically faster resolutions, reduce tickets, and elevate digital employee experience with the power of DEX insights plus agentic AI. Lakeside Software uniquely enriches ITSM workflows with precise, real‑time root‑cause telemetry from every endpoint. In this session, learn how service desk leaders can shift left, automate L1 tasks, and deliver L3‑level outcomes using SysTrack AI—integrated with ServiceNow® ITSM, Now Assist, and more.
Unlock Autonomous Operations with Dynatrace and ServiceNow
Discover how Dynatrace Intelligence creates a trusted foundation for predictive, AI-driven, and self-healing operations. We will illustrate how the combination of Dynatrace and ServiceNow can deliver end-to-end observability, faster remediation, and meaningful business outcomes through tightly connected Agentic operations. Learn how to turn cross-platform insights into automated, intelligent actions – accelerating the path forward for autonomous IT while increasing the impact and value of your technology investments.
Orchestrating Intelligence: How the 4Ms Accelerate Enterprise AI Evolution
True AI transformation requires more than new tools. It demands harmony across the 4Ms: Mindset, Mechanics, Machines, and Mediums. This session reveals how enterprises are rewiring rule-based operations into adaptive, AI-driven systems that think, act, and evolve in real time. Discover how leaders are aligning strategy, technology, and human experience to orchestrate intelligence across the enterprise and accelerate the shift from digital optimization to AI-first operation.
Creating Human-Like Agentic CX: Introducing A2A With Genesys and ServiceNow
Customer experience is entering a new era — one defined by intelligent, autonomous AI agents working together across platforms. In this session, Genesys and ServiceNow® share how agentic AI enables agent-to-agent (A2A) collaboration that goes beyond traditional integrations. By allowing systems to share intent, context and actions in real time, A2A creates more human-like, seamless experiences across self-service, assisted service and operations. Learn how this approach accelerates resolution, reduces friction and unlocks a more connected, AI-driven CX strategy.
Unleash AI Across the Enterprise: How Island Extends ServiceNow’s Power & Impact
See how Island, the Enterprise Platform, amplifies ServiceNow®’s intelligence, automation, and governance across the enterprise. This session explores how extending ServiceNow’s AI and workflow capabilities through Island enhances user productivity, security, and control. Discover how leading organizations are leveraging Island’s and ServiceNow to accelerate AI adoption and value. .
Upgrade Without Delay: Accelerate Time-To-Value With Automation
How long will it really take your team to deploy the next ServiceNow® upgrade, weeks, maybe months? Every delay expands the release gap, stacking up unused features, slowing innovation, and increasing risk. Watch this session to see how modern organizations are replacing manual SDLC steps with end‑to‑end automation to release faster and with assurance. Guided by AutomatePro’s CPO and ServiceNow experts, you’ll learn practical ways to build audit‑ready test suites, streamline release management, generate compliance‑ready documentation, and gain full lifecycle confidence.
The Transformative Impact of an AI Powered Unified Banking Data Model
Large financial institutions generate vast amounts of operational data, yet gaining a clear, end-to-end view of how the business truly operates remains a challenge. Siloed teams, tools, and processes fragment insight and limit trust in decision-making data. We explore how a Universal Banking Data Model (UBDM), combined with AI, connects enterprise data and transforms operations—reducing friction, strengthening risk control, and enabling smarter strategy and execution.
Tech Mahindra – Transform IT Operations With Autonomous, AI-Driven ServiceNow Best Practices
Autonomous IT is no longer aspirational—it's a boardroom imperative. As enterprises face rising operational costs, AI disruption, and talent constraints, ServiceNow® emerges as the platform transforming IT from a cost center to a value engine. This session delivers Tech Mahindra's strategic PoV on leveraging AI Agents, intelligent automation, and governance frameworks to accelerate autonomous operations. Discover how organizations can achieve measurable outcomes—faster resolutions, reduced risk, and scalable efficiency—without compromising control.
Simplifying Workflows and Transforming the Employee User Experience.
As organizations scale, the number of platforms supporting Finance, Human Resources, Procurement, IT, and shared services continues to grow. Each system is often optimized for transactional accuracy and control, but not necessarily for ease of use or cross-functional collaboration. The result is a landscape where employees are forced to understand underlying systems, terminology, and processes, creating friction and reducing productivity across the enterprise. The session demonstrates how ServiceNow® enables end-to-end workflows across platforms by managing governance and seamless user UX.
IBM Leading Lead-to-Cash Transformation with ServiceNow as Center of Gravity
IBM Consulting, in partnership with ServiceNow®, leads CRM and Lead‑to‑Cash transformation with a strategy‑first approach. We focus on core business pain points and the case for change, helping clients reimagine AI‑first processes. By aligning upstream systems with downstream platforms like SAP, we create seamless, AI‑enabled experiences with ServiceNow as the orchestration layer. Every client is unique, and IBM guides them to a modern, efficient, fit‑for‑future platform where CRM, NowAssist and Control Tower are the enterprise center of gravity.
Beyond the Badge: Choosing the Right ServiceNow Partner in 2026
Choosing a ServiceNow® partner is no longer just about certifications or cost; it’s about aligning expertise, scale, and strategy with where your organization is headed. In this session, we break down ServiceNow partnership tiers, PLAs and other credentials, what they actually signal about capability and delivery, and how to evaluate partners beyond the badge. You’ll learn how tier, specialization, industry experience, and AI readiness should influence your decision — especially as agentic AI expands across workflows in 2026.
Transforming ServiceNow Experiences: Lennar’s Video Journey with Vbrick
Video in ServiceNow® enhances employee and customer experience, improves case deflection rates, and modernizes intranets. Vbrick’s certified integration transforms how video works inside an enterprise — turning portals, workflows, and intranet pages into rich, secure video experiences. With Vbrick embedded across ServiceNow in Now Assist, EC Pro, workflows, and knowledge articles, deliver videos right where work gets done. Watch how Lennar created a modern, digital experience with the only natively integrated app to deliver videos securely and seamlessly within ServiceNow. al video description.
Autonomous IT: The Agentic Path to a Zero-Touch Service Desk
Frontline IT teams face increased pressure to resolve issues quickly, prevent disruptions, and deliver seamless support. The ServiceNow® AI Platform, powered by real-time data from Tanium, unlocks unparalleled efficiency for Service Desk operations. Envision a world where enterprise-wide investigations are auto-diagnosed in seconds, incidents are resolved instantly, and data is trusted without human intervention. This is the reality of Autonomous IT. Learn how Tanium and ServiceNow combine real-time visibility and intelligent workflows to create a powerful, future-ready Service Desk.
Lifting the Veil on ERP AI: A No-Hype Real Example Showcase
Everyone is talking about AI, but few are delivering results. In this showcase, you’ll see proven proof-of-concept solutions that demonstrate real automation, measurable ROI and rapid outcomes using existing ERP systems. Rimini Agentic UX™, powered by ServiceNow® shows what is possible without cloud migrations or vendor roadmaps. Get inspired with real cases, real demos and real results achieved in weeks.
How Network Rail Is Preparing To Use ServiceNow To Manage Major Incidents
In this session, Network Rail will outline how it is implementing ServiceNow® to enable a more consistent, coordinated approach to major incident management ahead of go-live. We will examine the drivers for change, including standardizing processes and replacing disparate tools with a single source of truth. The session will explore how structured workflows, playbooks and unified case management are expected to improve visibility, decision-making and collaboration, alongside key design lessons and anticipated benefits for staff and passengers.
From Hype to Impact: Making AI Work on the ServiceNow Platform
AI adoption on ServiceNow® is accelerating, but many organizations struggle to translate AI features into measurable business value. In this session, we cut through the hype and focus on what actually works. Learn how to align AI capabilities with platform maturity, data readiness, and operating models to drive real outcomes. Provide quick practical guidance on where to start, what to avoid, and how to scale AI responsibly within ServiceNow.
Cover Your Assets!
Begin with a foundational approach to service management that establishes a service strategy using essential data to drive organizational results, including prediction, prevention, and automation of issues before they arise. This highlights the collaborative benefits of Autonomous IT at the endpoint.
3CLogic: Voice AI + ServiceNow: Powering the Next Era of Conversational CX
According to 2026 CX industry predictions, 82% of companies expect AI to increase voice traffic as natural, conversational interactions drive faster resolutions and greater satisfaction. In this session, learn how 3CLogic integrates Voice AI with ServiceNow® to deliver intuitive self-service across IT, HR, and CRM—boosting engagement, unifying workflows, and turning voice into a strategic advantage enterprises can quantify.
Day Zero: How India's Largest Private Bank Turned Employee Onboarding Into a Competitive Advantage
When HDFC Bank set out to onboard thousands of employees across thousands of branches simultaneously, their legacy hardware procurement process couldn't keep up. Manual tracking, fragmented systems, and reactive asset management meant new hires waited days — sometimes weeks — for the tools they needed to do their jobs. This presentation tells the story of how HDFC Bank partnered with ServiceNow to reimagine hardware asset management from the ground up. By deploying ServiceNow HAM on a unified CMDB, the bank built a "Day Zero Laptop Allotment" solution that automated procurement workflows, normalized hardware data across 200k+ devices, and gave IT full lifecycle visibility before an employee ever walked through the door. The results: faster onboarding, zero-delay laptop delivery at scale, and a quantifiable reduction in IT overhead — all on a platform that grows with the business. This is the story of what's possible when asset intelligence meets enterprise ambition.
Now on Now: The AI Control Tower: Build, Monitor, and Govern at Scale
Juggling AI projects across departments? Struggling with governance and ROI? You’re not alone. In this session, discover how the AI Control Tower became our operational backbone—turning fragmented projects into a unified, high-performing AI ecosystem.
Now on Now: Driving Autonomous IT at ServiceNow with our AI Platform
Learn how autonomous IT has shifted ServiceNow from reactive operations to proactive, intelligence-driven outcomes.
Now on Now: Success with Moveworks from ServiceNow
See how ServiceNow is using Moveworks to transform employee support from the inside out. We'll share our implementation journey, key integrations, adoption strategies, and the measurable value we're seeing across the organization. Hear real-world proof points and firsthand insights that only a customer zero story can deliver. You'll walk away with: - Our implementation approach and lessons learned - Integration points with the ServiceNow platform - Adoption metrics and employee experience impact
Now on Now: Accelerating Now Assist at Scale
ServiceNow deployed Now Assist to 28,000 employees and achieved nearly 90% adoption in weeks, not quarters. This was behavioral science in practice: activation design that reached our employees with right-time, right-place nudges. In this session, we will demystify the activation layer between implementation and adoption that delivers value. You'll get the playbook: designing for behavior change, building change champion and super user networks, and the metrics that actually moved the needle. We'll share what worked, what failed fast, and the replicable frameworks you as customers can deploy today. You'll walk away with field-tested strategies that compress time-to-value and turn AI capability into measurable behavior change.
Unify AI and Operations with RaptorDB Pro
AI is only as intelligent and trustworthy as the data and insights behind it. When you run analytics in a silo, you get stale insights, pipeline tax, and AI agents running on yesterday's insights. In this session, see how RaptorDB Pro unifies real-time AI, analytics, and workflows on one data foundation — so AI drives immediate ROI for your organization.
AI That Closes the Loop on Operational Rounding
Operational rounding only works if every flagged issue actually gets resolved -- not lost in a handoff or in paperwork. Watch now to see how Healthcare Operations embeds automated task routing and real-time tracking directly in the EMR, turning rounds into measurable action.
Delivering Exceptional Customer Service with Now Assist for TSM at Bell Canada
Bell is one of the first telcos in the world to use Now Assist for TSM in production. This session delves into their approach to planning, implementing, and integrating AI-driven workflows to make the most out of their 38 million annual customer interactions.
Keeping AI Agents on Track in Production
As AI agents move from POC to production, you need visibility into where they stall, where they hallucinate, and what business impact they deliver. Process Mining provides that intelligence natively on the ServiceNow AI Platform—analyzed and acted on where workflows execute, not in a separate tool.
Identify, Capture, Prove: AI-driven Savings Management in Source-to-Pay Operations
Most procurement teams have the tools: spend analytics, sourcing systems, supplier scorecards. What they're missing is the connection between them, the workflows where decisions get executed, and the AI that can do the analytical work in between. Join us to see how ServiceNow's Source-to-Pay brings it all together, so specialists can focus on decisions that move the needle and executives can finally answer finance's question: "we said we'd save $5M, what actually happened?"
A Glance into the Future of Procurement in an Autonomous Workforce World
The Procurement AI Specialist is set to revolutionize procurement by leveraging procurement-aware AI that can sense, decide, act, and govern simultaneously. This session will explore current Source-to-Pay AI capabilities in procurement and where it will impact the operations and economics of procurement work in the future.
Teach Your AI New Tricks: Customizing Now Assist With the Skill Kit
Now Assist comes packed with powerful, ready-to-use generative AI capabilities — but what if you could teach it to do even more? In this lecture-style session, you’ll learn how to extend and customize the Now Assist experience using the Now Assist Skill Kit. Discover how to personalize existing skills to match your organization’s language, data, and processes, and build entirely new generative AI skills powered by a model of your choice. By the end, you’ll know how to transform Now Assist into a tailored solution for your unique business needs.
From Call Trees to Agentic AI: How Kingfisher Wins Back Employee Time
Kingfisher set out to reduce the cost and friction of employee service interactions. By embedding Now Assist into their virtual agent, they've significantly cut reliance on human-handled cases — building self-serve capabilities that scale. Launched in December 2025 and expanding across the business, the programme is a blueprint for moving from assisted service to autonomous IT. Kingfisher will also share how expert services accelerated delivery, and what's next with agentic AI.
AI Control Tower Speedrun: How Fast Can You Scale Trusted AI?
This hands-on roundtable focuses on designing the end-to-end user experience of enterprise AI using the AI Control Tower lifecycle. Teams work through real-world scenarios to practice how AI assets are discovered across the enterprise, cleared through safety and risk checks before deployment, monitored in production, and measured for business value and ROI. Through guided discussion and decision-making, participants explore the UX trade-offs that enable speed without losing trust. Attendees leave with a clear mental model for designing scalable, trustworthy AI experiences.
Vibe Coding: AI-Driven Techniques for Building Better Products Faster
Vibe Coding is a modern, AI-assisted approach to building software that blends intuition, rapid feedback, and disciplined engineering. In this hands-on roundtable, we’ll explore practical Vibe Coding techniques that combine proven development practices with AI tools—including ServiceNow Build Agent and other leading AI coding assistants. Attendees will actively experiment, compare approaches, and learn how to use AI effectively without sacrificing quality, clarity, or control. Laptops encouraged.
SPM, CWM and EA Roadmap: What This Means for You
Explore upcoming innovations in Strategic Portfolio Management (SPM), Collaborative Work Management (CWM), and Enterprise Architecture (EA) that enable smarter planning, faster execution, and confident decision-making. In this roadmap session, you’ll get a forward-looking view of the product vision, see how these solutions are evolving to provide you with an AI-native experience, and learn how deeper integration across portfolio and work workflows will simplify execution and drive greater impact for your business.
The Bi-Modal ROI of AI
95% of AI pilots fail to create meaningful returns and it's not a technology problem. This session unpacks the cognitive and organizational failure modes behind stalled AI programs, then introduces a bimodal ROI framework: two parallel tracks where efficiency gains directly fund innovation and transformation. This theater session is the launchpad for From Pilot Purgatory to Real ROI: What's Actually Working for You?, happening in the Exchange Suites shortly after this session. Attend this session first to get the framing, then bring your questions and experience to the roundtable. Together, they're designed as an enhanced learning experience.
SPEED: The "Silent Upgrade" Operating Model
Shell runs ServiceNow at enterprise scale. So upgrades, patching, integrations and governance must be repeatable. Learn how we built an “upgrade factory” that cut cycle time ~4× (12→~3 weeks) through standardized environments, automated change signals and a shift from project delivery to product ops. See how Event Management became our reliability “signal fabric” (ingestion, CI binding, correlation, remediation) to reduce noise and enable closed-loop ops. Finally, how these foundations speed safe GenAI with Now Assist. Leave with a Monday-ready checklist.
Scaling Smart: 67 HR Services in Six Months With Real ROI
At Vanguard, the world's largest asset manager, our employees, or what we refer to as our “Crew”, are everything. In only 6-months, Vanguard rapidly transformed HR and IT service delivery by scaling smart – migrating 67 HR services to a streamlined platform, launching centralized portals, and deploying Virtual Agents. This initiative enhanced crew experience, improved operational efficiency, and built the foundation for AI readiness. Doing case + knowledge management first enabled us to deliver manager hub, onboarding, offboarding, and Employee Center Pro. Next stop, GenAI.
AI-Powered Dispute Management: VISA’s Path to Operational Excellence
Join us as we explore how VISA DPS, in partnership with EY and ServiceNow, is transforming dispute management with an AI-powered solution. This innovative approach tackles the challenges of outdated systems, boosting efficiency and compliance. By leveraging AI, processes are streamlined, and reporting becomes more accurate. Attendees will discover how this initiative leads to increased revenue, better customer satisfaction, and significant cost savings, all while showcasing the real impact of AI in financial services.
User Experience Showcase
From the moment the decision is made to use the ServiceNow AI Platform, ServiceNow creators and implementers have so much to think about. Our user experience enablement pros will help you deliver a solution that is both delightful to use and solves your business' toughest workflow challenges. Engage in live interactive demos (and Q&A) every 30 minutes covering: Jobs to be done, designing voice, tone and content for AI, Horizon, vibe coding tips, and our user experience micro-certification course.
Customer Success AI Showcase
Your AI transformation starts here. Every 15 minutes, see live demonstrations of how ServiceNow Impact accelerators help you activate generative AI, deploy intelligent agents, build a sound CMDB foundation, and chart a strategic path to AI maturity — all on real instances. Whether you're just getting started or scaling what's working, discover how Impact compresses time to value and puts expert guidance behind every step of your journey.
Driving Value for Your ServiceNow Platform Using Tools You Already Have!
Join this session to learn how to leverage the platform you already own to manage your backlog, govern stakeholders, optimize platform economics, and deliver strategic value. Use data to drive decisions on what's requested, what's delivered, and what's coming next. Provide leadership with clear visibility and eliminate the constant “When will I get my thing?” questions. Shift from reactive chaos to proactive clarity, aligning delivery with business priorities and empowering teams to focus on what matters most.
Empowering Platform Owners: Using Now Assist to Triage the Backlog
Is it development or configuration? This question choked our backlog, requiring senior developer triage for every request. We broke the bottleneck by empowering our Platform Owners using the Now Assist LLM. We'll detail how we improved customer wait times using NASK and AI Agents, leveraging our standards and historical data. Learn about our prompts, data methods, and architecture that empowered POs to instantly route requests, accelerating quick wins and freeing up our development team for critical work and innovation.
Genius Lounge
Drop in all day, any time, to our Genius Lounge between your sessions and catch exciting mini-presentations, connect with our Expert Programs teams, and get answers to some of your burning questions!
How MetLife Used Generative AI to Modernize Legacy ServiceNow Workflows
Want to learn how a Fortune 50 company leveraged generative AI to modernize legacy ServiceNow workflows? Join us to hear how MetLife uses AI-powered analysis, automation, and testing to accelerate migration to Flow Designer—reducing technical debt, improving maintainability, and streamlining QA. Discover practical steps, challenges, and best practices, plus get actionable insights for applying AI and collaborating with ServiceNow on platform enhancements.
The Secret DataViz Speak Easy
Level up your data visualizations in ServiceNow. Go beyond basic charts and learn how to build custom Next Experience components using the ServiceNow SDK and Fluent. This hands-on session shows you how to integrate popular libraries like D3.js to create advanced visuals such as scatter plots, sunbursts, and more. Perfect for data pros ready to push past platform defaults.
You Down With MCP? (Yeah You Know Me!)
Learn how Managed Context Protocol powers ServiceNow’s AI Control Tower to deliver secure, scalable AI context. This 120-minute session covers MCP fundamentals, architecture, leading practices, and configuration. Then go hands-on to set up MCP connections, define boundaries, and test contextual orchestration. Leave ready to govern AI context with confidence.
From Ports to AI Portals: Creating Hamburg Port Authority’s Gateway to the World
Discover how Hamburg Port Authority transformed its digital landscape with a single, AI-powered intranet portal. Learn how structured content processes, intuitive design, and intelligent features created a unified gateway for employees, boosting efficiency and user experience across the entire organization. This session reveals the strategy, technology, and lessons behind building an intranet that connects people as seamlessly as global trade connects ports.
Gen AI 60 Day Challenge Success Story and Roadmap
On the heels of Knowledge ’24, the Defense Logistics Agency’s CIO challenged ServiceNow and Accenture to deliver Gen AI capabilities in just 60 days, enabling DLA to be the first federal agency with ServiceNow AI in Production. Hear our story about how we enabled 100+ members of our team on this brand-new capability in one day to exceed the 60-day challenge requirements and how that effort launched DLA’s ambitious ServiceNow AI roadmap. In 2025, the DLA CIO set forth another challenge – this time to enable Agentic AI capabilities in advance of being available in the Federal GCC environment.
Conversational Quoting in Minutes Not Days for Sales and Service
What if your reps could walk out of any customer meeting with a complete and accurate quote that’s ready to send? Conversational quoting from ServiceNow CPQ makes it real. Powered by next-gen AI and natural language, ServiceNow CPQ condenses the quoting process from days to minutes, eliminating the error-prone manual work and quoting delays that put revenue at risk. Join this session to see it in action.
From Conversations to Resolution: How AI Drives Action Across Service
Customers face long wait times. Service agents scramble across disconnected systems. Middle and back-office processes are stitched together by humans. AI flips that. This session walks through real-world scenarios showing how AI drives resolution across your organization - from omnichannel self-service to fulfillment in the middle and back offices.
Gen Z vs Gen AI: Preparing the Next Generation for an AI-Powered Workforce
Gen Z grew up swiping; Gen AI is rewriting. They're fluent in digital culture, eager for purpose and aware of AI's risks, yet lack tools to fully seize its potential. In this panel, ServiceNow brings Academic Partnership students from diverse universities into the conversation on how the next generation is preparing for an AI-powered future. Drawing on real student experiences in embedded curriculum, certifications and industry projects, we'll explore how Gen Z views AI's opportunities and risks, where education equips them, and where gaps remain. We examine how universities, employers and platforms can build skills, confidence and trust to keep pathways into the digital economy open and inclusive.
From Automation to Intelligence: Intuit’s AI-Powered Service Evolution
Discover how Intuit is redefining the service experience by embedding Now Assist into the heart of their operations. This session explores how Intuit moved beyond basic automation to achieve massive deflection, accelerated resolutions through Care Co-Pilot, and gained unprecedented "Experience Ownership" through AI-driven sentiment and quality insights.
How MCNC Unified Telecom CRM With Tenon Marketing Automation and ServiceNow
As ServiceNow reimagines CRM, MCNC demonstrates how telecom and broadband organizations can unify marketing, sales, and service for greater efficiency and impact. Using Tenon Marketing Automation, built on ServiceNow, MCNC connected customer data across its statewide broadband network— streamlining engagement, automating workflows, and improving visibility from lead to renewal. Join Tenon, MCNC, and ServiceNow to explore how connected CRM transforms telecom operations and customer experience.
Scaling Enterprise AI With Now Assist and AI Control Tower at HDFC Bank
Discover how India's largest private sector bank is using ServiceNow’s Now Assist and AI Control Tower to reimagine IT operations with governance, transparency, and measurable impact. From accelerating incident resolution and simplifying change management to ensuring responsible AI adoption across workflows, learn how HDFC Bank is transforming IT service delivery while staying compliant and in control.
Teach Your AI New Tricks: Customizing Now Assist With the Skill Kit
Now Assist comes packed with powerful, ready-to-use generative AI capabilities — but what if you could teach it to do even more? In this lecture and hands-on style session, you’ll learn how to extend and customize the Now Assist experience using the Now Assist Skill Kit. Discover how to personalize existing skills to match your organization’s language, data, and processes, and build entirely new generative AI skills powered by a model of your choice. By the end, you’ll know how to transform Now Assist into a tailored solution for your unique business needs.
The Enterprise Skills Advantage: Why Certification Still Wins
Certification is the primary motivator for SNU learners (80%+). A leadership‑led session on the value of credentials in an AI‑enabled world would resonate strongly.
The Technician's Day, With Less in the Way
A field user arrives, diagnoses the problem, fixes it, closes the job. Simple in theory—but every step carries an administrative tax: manual entry, forms filled from memory, parts logged after the fact, summaries written before a customer will sign off. This session walks through FSM AI capabilities built to remove that tax—instant work order creation, image capture to eliminate form entry, parts leakage prevention, and job summaries that write themselves. You'll leave knowing how these capabilities fit together across a field user's day.
Transform Agent Productivity With CSM Workspace Innovations
Learn to create a high-impact, AI-powered workspace that boosts service rep productivity. In this hands-on lab, you'll configure the latest CSM Configurable Workspace features — from color-coded list fields and chat tabs that help agents prioritize at a glance, to advanced form templates and collaboration tools that speed up resolution, to AI wrap-up and an enhanced KB article editor that helps capture value at close. Whether you're building a new workspace or enhancing an existing one, you'll leave with practical configuration experience and a clear path to bring these features to your own environment.
Transforming the Employee Experience: A Strategic Journey With ServiceNow HRSD
Discover how a leading Global People Services Director transformed employee experience using ServiceNow HRSD. Learn how smart planning, Capgemini’s expert partnership, and process excellence delivered scalable, intuitive services. Attendees will gain actionable insights into automation, self-service, and change management strategies that empowered HR teams and boosted efficiency. Explore how GenAI, Now Assist, and Agentic AI are shaping the future of personalized, proactive support—offering a bold roadmap to elevate your HRSD journey.
UGG: Achieving Lead-to-Loyalty Automation by Unifying CRM and Billing
CSPs are rapidly moving to SaaS agility and AI automation as legacy CRM and billing systems hinder growth and experience while being expensive to maintain. In this session, UGG shares how they unified ServiceNow CRM with Aria Billing Cloud to create an AI-powered lead-to-loyalty platform. Learn how this transformation has delivered agility, automation, and revenue acceleration through a seamless, intelligent customer and billing experience.
T-Mobile's Blueprint: AI That Eliminates Employee Busywork at Scale
T-Mobile faced a familiar challenge: disconnected systems and manual workflows pulling employees away from the work that matters. By deploying ServiceNow across HR, IT, and WSD, T-Mobile automated software provisioning, resolved 52% of HR cases same-day, and saved their security team 800 hours per month, the equivalent of five FTEs. In this session, hear how T-Mobile moved from fragmented processes to a unified AI-powered employee experience that delivers measurable ROI. Walk away with a framework to eliminate busywork, accelerate time-to-value, and free your people to focus on strategic work.
Ask the Experts: Boost Agent Productivity With Agentic Workflows and AI Agents
Join us for a practical session where we'll share tips and tricks for getting the most out of ServiceNow's out-of-the-box agentic workflows and AI agents. We'll cover what it actually looks like to trigger a workflow, watch it execute, and review what the agent accomplished when it's done. Then we'll open it up to your questions. If you're an admin or developer looking to get more out of out-of-the-box agentic workflows, this session is for you.
Build at the Speed of a Prompt: AI Tools That Search and Act Across Systems
The bottleneck in AI tool development is often the gap between "I know what I want to build" and "I know how to build it". From architecture decisions, connector set-up, and permissions, it can be weeks (or longer) before tool building begins. In this session, we'll close that gap live — starting from a real business requirement, we'll demo how Agent Architect, soon to be available, in Moveworks Agent Studio handles the decision layer so developers can move from idea to production-ready tool, without the overhead, as you extend your AI Assistant, available in ServiceNow EmployeeWorks, Teams, Slack, and web. You'll see what it looks like when an AI tool actually understands your environment, not just your prompt.
Idea to Installed in Minutes: Connect a Tool to ServiceNow EmployeeWorks
You've got business systems to connect and no time to waste writing custom scripts or managing time-consuming configuration. In this hands-on mini lab, you'll go from a blank canvas to a deployed, production-ready tool using your AI Assistant, available in ServiceNow EmployeeWorks, Teams, Slack, and web. You’ll configure connectors, set permissions, and test your tool through natural language in minutes. Whether you're just getting started or looking to speed up how you ship integrations, you'll leave with a clear, repeatable path from idea to installed. This hands-on mini lab is first come, first seated.
Prompt Like a Pro Now
In a world where AI is always on and ready to assist, the difference between “meh” and “mind-blown” often comes down to how you ask. This session will teach you how to craft high-impact prompts that turn the Now Assist Panel into your smartest teammate. Whether you're a seasoned pro or just getting started, you’ll walk away with practical techniques, real-world examples, and a few laugh-out-loud fails that show what not to do. Learn how to prompt like a pro because great AI starts with great questions.
The Intelligent Command Center Advantage: How Intelligent Spaces Unlock Enterprise Performance
Running live event operations at scale — with zero margin for failure — is the ultimate stress test. And it's already being solved with an Intelligent Command Center (ICC). In this session, learn how the ICC blueprint — born from the world of smart stadiums and live events — translates directly into a competitive advantage for any enterprise facing high-stakes, complex operations. From hospital networks and university campuses to smart cities and corporate headquarters, the ICC model is redefining how intelligent spaces are operated and optimized. This theater session is the launchpad for Venue to City: What Does Intelligent Operations Look Like at Your Scale? happening in the Exchange Suites shortly after this session. Attend this session first to get the framing, then bring your questions and experience to the roundtable. Together, they're designed as an enhanced learning experience.
Ask the Experts: ServiceNow Model Providers
Join us to hear about our current ServiceNow model providers and upcoming roadmap. This session is great for those who want to ask questions about our model providers and gain more insights into the model providers we offer.
Ask the Experts: Knowledge Management
Join us for an engaging Ask the Experts session focused on all things Knowledge Management! This is your chance to connect with top industry professionals and get answers to your burning questions. Whether you're looking to deepen your understanding, solve specific challenges, or explore advanced features, our experts are here to help. Bring your questions, ideas, and curiosity, and leave with valuable insights and practical solutions. Don't miss this opportunity to learn from the best and enhance your Knowledge Management skills!
Want to Play in the Sandbox?
Developer Sandboxes are a really exciting new feature. They aren't a full replacement for having additional instances, but for some use cases they could be. Come learn how to effectively leverage them with your team, Development best practices with then, and also which use cases aren't a great fit (yet?).
Autonomous Data Governance—What It Is and Where It's Headed
What if your data governance could largely run itself? Autonomous data governance uses AI to automate stewardship, classification, policy enforcement, quality monitoring, and more. We'll discuss what it looks like today, where it's headed, and how ServiceNow is building AI-powered governance into the platform. Bring your toughest governance pain points.
PowerCo's Greenfield Approach—What Other Incubators Can Learn the VW Subsidiary
PowerCo proves a powerful example of a subsidiary of a multi-million automotive company: Volkswagen Group. After Year One, PowerCo’s mature ITSM and data foundation on ServiceNow is positioned as the training ground for AI-driven innovation. Hear what other incubators can learn about PowerCo's greenfield approach with ServiceNow as the central nervous system for its global manufacturing operations of electronic batteries—standardizing IT services, ensuring data integrity, scaling projects and risk management, and building an AI‑ready foundation to support rapid growth in the EV battery market.
Securing Access to Data From Human, AI Agent and Machines
We will go over all the different available access controls and how to use them when it comes to securing access to data from humans, AI agents, and machines.
Welcome Reception
Day one ends here. Now the real conversations begin. Join us on the expo floor for drinks, demos, and good company. Thank you to our Platinum sponsors.
Transforming Employee Support Through AI-Powered Email Concierge Using Now Assist
Email remains a widely used support channel for Adobe employees seeking support from the ERC (EX Support Desk) team. We currently receive ~65% of queries via email channel. However, manually triaging and responding to email cases creates a heavy workload for support agents. Many of these cases could be resolved through existing knowledge if surfaced automatically. An intelligent intake process can both accelerate resolution times and reduce agent effort. The Employee Productivity (DEX) team is leveraging Now Assist, ServiceNow’s set of GenAI capabilities, as a POC to enhance productivity and efficiency by automating conversational responses to email intake.
Ask Workflow Data Fabric—The New AI Native Experience
Imagine AI being able to digest your usecase, understand your business context and provide recommendations? And then even build your integrations? Introducing Workflow Data Rabric's new AI Native experience. Come see it in actiion, and then try with your own usecases.
Your AI Culture Is Deciding Your Future
Most organizations say they are transforming with AI. In reality, many are optimizing what already exists. They deploy copilots, improve productivity, and automate workflows, but stop short of questioning the system those workflows were built for. The real divide is not between companies that use AI and those that do not. It is between those that use AI to reinforce the status quo and those that use it to reinvent how work gets done. This session explores what it actually means to build an AI-ready culture. One that rewards experimentation, redefines agility, and treats failure as a signal for progress. Leaders will walk away with a clear understanding of how to move beyond incremental gains and start redesigning their business around what AI makes possible.
The Human and AI Performance Blueprint
For years, automation has been framed as a way to do the same work faster. AI changes the equation entirely. It introduces a new performance model where humans and intelligent systems operate together, each contributing what they do best. The challenge is that most organizations are not designed for this. They measure output in outdated ways, define roles too narrowly, and struggle to integrate AI into real decision-making. The result is incremental gains instead of exponential outcomes. This session introduces a practical blueprint for designing high-performing human-AI systems—exploring how to transform agents from tools into teammates you design and curate yourself. Discover what work looks like when you rethink roles, redefine metrics, and build AI peers that understand how you think and travel with you across projects. This theater session is the launchpad for Automation vs Augmentation. What Is Actually Working, happening in the Exchange Suites shortly after this session. Attend this session first to get the framing, then bring your questions and experience to the roundtable. Together, they're designed as an enhanced learning experience.
Pro-Dev at Enterprise Scale: How Adobe Combines AI Agents With ServiceNow's Fluent Ecosystem to Deliver Faster
ServiceNow's pro-dev toolchain — Fluent, the SDK, developer sandboxes, and GitHub integration — was built for teams that want to develop like software engineers, not platform configurators. At Adobe, we're pushing that vision further by using agentic AI to solve the problem that tooling alone can't: getting stakeholders aligned before developers start building. AI agents interactively produce strategy documents backed by a shared knowledge base, and ServiceNow's source-driven ecosystem turns those documents into reality — Fluent constructs compiled through the SDK, developed in isolated sandboxes, and promoted through Git. This session shares how we connected the planning layer to the platform layer, what we learned scaling the approach across teams, and why the combination of agentic AI and ServiceNow's modern dev experience is greater than the sum of its parts.
Masking of Unwanted Discovered Data Using OOTB AI Features and Custom Code
Masking of potentially unwanted discovered data to ensure data privacy and security during reporting from the CMDB. Unwanted information can be discovered, such as financial data, connection strings but they are anonymized or changed while retaining essential functionality for analysis. The process utilizes OOTB and custom code to identifying potentially unwanted data, masking them, reporting and hiding from unauthorized access. Our organization reduced compliance risks, ensured adherence to regulatory standards and protect sensitive data while enabling reporting, planning and development.
Knowledge After Party
You sat through the sessions. You did the work. You've earned it. Now, join IDRIS and the Backstreet Boys at Sphere. It will be larger than life. Psst... Early birds can start with a '90s pre-party at Wynn and Venetian.
AI Data Explorer in Action | Querying Live IoT Data From the Community Garden
What happens when you point AI Data Explorer at real plant data from gardens around the world? The Community Garden, a live sensor network built and maintained by ServiceNow developers, collects real-time data from plant lovers across the globe. In this session, we'll use AI Data Explorer to ask natural questions of real data: Which plants are thriving? What are the soil moisture trends? Where are the temperature anomalies? See how natural language exploration changes the way you interact with platform data. Live Demo hours: Tuesday and Wednesday 9:00 a.m. - 9:30 a.m; 11:30 a.m. – 5:00 p.m. Thursday 9:00 a.m. - 9:30 a.m; 11:30 a.m. – 3:00 p.m.
Australia Demo Showcase
Australia has landed. Join us in the ServiceNow AI Platform zone for live, hands-on demos of the innovations shipping in ServiceNow's latest release. See AI embedded directly in workflows, automation that builds from your operational data, and the tools to govern and scale it all. Plus, go deeper on the capabilities your team cares about most. Real product, real demos, no slides. Come see what's new and discover what's possible. Be sure to stop by for live demos running every 30 minutes. Live Demo Showcase hours: Tuesday and Wednesday 11:30 a.m. – 5:00 p.m. Thursday 11:30 a.m. – 3:00 p.m.
Code Anywhere: Your IDE, Your Agent, Ship on ServiceNow
Your favorite AI-native dev tools now speak ServiceNow. Come to this all-day, hands-on demo pod and scaffold, edit, test, and deploy production-grade ServiceNow applications without leaving your IDE. Whether you're in Cursor, Claude Code, Windsurf, or any frontier agentic setup, code anywhere, and stay 100% in your favorite AI-native workflow. Live Demo hours: Tuesday and Wednesday 9:00 a.m. - 9:30 a.m; 11:30 a.m. – 5:00 p.m. Thursday 9:00 a.m. - 9:30 a.m; 11:30 a.m. – 3:00 p.m.
CRM Demo Showcase
Manual systems were built to track work. Autonomous CRM was built to finish it. Head to the Customer Relationship Management zo in the Expo for live demos every 30 minutes covering Autonomous CRM, Sales CRM, Customer Service Management, and Field Service Management. Plus, see how ServiceNow runs sales and service using our own CRM. Have questions? Product and technical experts will be on hand to help Live Demo Showcase hours: Tuesday 11:30 a.m. – 6:00 p.m. Wednesday 11:30 a.m. – 5:00 p.m. Thursday 11:30 a.m. – 3:00 p.m.
Employee Experience Demo Showcase
See what it looks like when HR, procurement, and workplace services run without the handoffs and delays that frustrate employees and bury your teams. Stop by the Employee Experience zone for live demos every 30 minutes covering ServiceNow EmployeeWorks and Autonomous Employee Experience across HR and procurement. Now on Now will also be there to show how ServiceNow runs these workflows internally. Customer Success experts on hand for your questions. Live Demo Showcase hours: Tuesday 11:30 a.m. – 6:00 p.m. Wednesday 11:30 a.m. – 5:00 p.m. Thursday 11:30 a.m. – 3:00 p.m.
From the Specialist's Perspective: Inside the Autonomous Workforce
You've seen what AI Workers can do. Now see how they think. Step up to the kiosk, pick a scenario, and watch a ticket get resolved in real time. You'll see the full hierarchical agent architecture: orchestration agents delegating work, sub-agents calling tools, data flowing through the tree, decisions being made at every level. Tap any agent to see what it does and what you can configure. Walk away understanding what role-based AI automation actually looks like under the hood. Live Demo hours: Tuesday and Wednesday 9:00 a.m. - 9:30 a.m; 11:30 a.m. – 5:00 p.m. Thursday 9:00 a.m. - 9:30 a.m; 11:30 a.m. – 3:00 p.m.
Industry Solutions Demo Showcase
Enterprise problems don't look the same in banking as they do in healthcare or public sector. This zone is built around that reality. Stop by the Industries zone in the Expo to see how ServiceNow applies to workflows, compliance requirements, and operational challenges in your industry — across Automotive, Banking, Consumer Packaged Goods, Healthcare, Insurance, Life Sciences, Public Sector, Retail & Hospitality, Technology, and Telecom. Live demos every 30 minutes. Industry specialists on hand. Live Demo Showcase hours: Tuesday and Wednesday 11:30 a.m. – 5:00 p.m. Thursday 11:30 a.m. – 3:00 p.m.
IT Demo Showcase
IT teams are asked to do more with less, resolve faster, and cut the manual work that's been piling up for years. This zone shows what that looks like when it's working. Stop by the IT zone in the Expo for live demos every 30 minutes of Autonomous IT, IT Service Management, IT Operations Management, IT Asset Management, and Portfolio Management. See how AI agents handle routine work end-to-end. Now on Now and Customer Success experts are on hand to go deeper. Live Demo Showcase hours: Tuesday and Wednesday 11:30 a.m. – 5:00 p.m. Thursday 11:30 a.m. – 3:00 p.m.
Security and Risk Demo Showcase
Cyber threats and enterprise-wide risk don't operate in silos, and neither should your defenses. Stop by the Security and Risk zone to see how ServiceNow connects security operations and risk management on one platform, so teams can detect, respond, and stay compliant without the gaps. Live demos every 30 minutes: AI Control Tower, Autonomous Security, Identity, OT, Risk Management, and Unified Security Exposure Management. Now on Now and Customer Success experts on hand. Live Demo Showcase hours: Tuesday and Wednesday 11:30 a.m. – 5:00 p.m. Thursday 11:30 a.m. – 3:00 p.m.
What If Every Employee Had Their Own Personal IT Expert?
Employees shouldn't wait in queues or rely on knowledge base articles for help. In this live demo, see Nexthink’s DEX-powered personal IT agent deliver instant, tailored support for employees, using real-time insight and IT-approved action to resolve everyday IT challenges. Working in lockstep with ServiceNow®, Nexthink achieves 4X greater issue resolution while other agents keep employees waiting. Learn how Nexthink eliminates repetitive tickets, boosts employee productivity, and modernizes the service desk.
From Dairy to Digital: How Fonterra Delivers Value Beyond IT With ServiceNow
Fonterra, a global dairy co-op serving 140+ countries, consolidated siloed systems across 40 sites into one AI-powered ServiceNow platform. The result? A 92% drop in MTTR for high priority incidents, a 90% reduction in event-driven tickets, and >95% user satisfaction. Discover how a robust CMDB, AI agents, and cross-function automation turned IT into a true business enabler driving value across the enterprise.
New to Workflow Data Fabric: Data Catalog. AI Home. Connect Hub
Workflow Data Fabric just got a major upgrade. In this hands-on lab, explore three powerful new capabilities on the ServiceNow platform. Start with AI Home, an intelligent entry point that surfaces relevant data assets and AI-powered integration capabilities. Next, explore Connect Hub, a unified experience for managing integrations including Integration Hub spokes, MCP, and metadata collectors in one place. Finally, dive into the new ServiceNow Data Catalog, built on the foundation of data.world, to crawl, govern, and build trust in the data powering workflows and AI agents.
AI Entitlement to Outcomes: Operationalizing Agentic AI on ServiceNow
Most enterprises have access to ServiceNow AI but remain stuck in pilots. The challenge is not capability, it is execution. Organizations struggle to prioritize use cases, ensure data is AI-ready, translate intent into real solutions, and govern AI at scale. In this session, NewRocket introduces an enterprise operating model for Agentic AI on ServiceNow using NewRocket Intelligence: value-driven prioritization, data readiness, dynamic assembly of agents, skills, workflows, integrations, with governance via AI Control Tower. Learn how to move from AI entitlement to governed outcomes 80% faster.
Empowering the Next-Gen Telco: Aramco Digital Connect With ServiceNow CRM
Aramco Digital, a new telecom venture, adopted ServiceNow CRM as the digital backbone to launch its private 5G services for Industry 4.0. With a new spectrum license, it needed a scalable, customer-centric platform to manage end-to-end operations. Integrated with the BSS and OSS stack, ServiceNow CRM unified customer management, orders, and service operations. The result: delivering real-time visibility, streamlined workflows, and agility that powered Aramco Digital’s rise as a data-driven telecom innovator.
The AI Boardroom: The 18-Month Challenge
The gap between what AI can do and what organizations can absorb is the defining leadership challenge of the moment. Most executives can name it, but few have a playbook for solving it. In this invite-only session from ServiceNow University and Andus Labs, senior leaders form executive teams and compete through six rounds of strategic decision-making across a compressed 18-month AI transformation. Experience firsthand how decisions around talent, governance, incentives, and culture compound over time—and how neglecting the human side undermines even the strongest technology investments. Then, apply readiness diagnostics and maturity frameworks to map where your organization sits, identify the gap, and build a practical roadmap to close it.
Real Estate to Real Experience: How Standard Chartered Unified CX-EX
Here's the reality: With people as the brand, workplace experience and customer experience aren't separate strategies—they're the same strategy. Standard Chartered Bank operates in 50+ markets with 86,000 colleagues. They extended ServiceNow beyond HR to create one connected platform where workplace, facilities, and employee experience work together. Join Shelley Boland, Global Head of Corporate Real Estate & Services at Standard Chartered, as she shares how the Bank transformed both sides of the experience equation—and the business results that followed.
Keep the Line Moving: Managing Volkswagen’s Operational Technology
This session shows how Volkswagen can run operational technology (OT)—the factory tech that drives presses, robots, welders, paint booths, conveyors, driverless carts, test rigs, battery lines, and site utilities—in one simple, reliable way. Machine and sensor data flows into one place where alerts become clear tasks with an owner and a due time. Simple rules for changes and access make sure the right people make safe, approved changes, with backups and a quick way to undo them.
Old vs. New: How Platform Modernization Transforms IT Value
What’s the real difference between legacy IT platforms and modern ITX? This session compares old vs. new, showing how Schwarz Group quantified improvements in cost, speed, and integration after migrating to a unified ITSM + ITAM platform. Learn how modernization drives measurable ROI. Join us to explore how platform transformation unlocks efficiency and innovation—and how to prove it with hard data.
Upgrade Management Console: Unified, Automated, and Effortless Management
Join this interactive lab to experience how the new Upgrade Management Console transforms upgrade management. You’ll explore a unified interface that lets you oversee upgrades from planning to completion, automatically generate and run tests, manage skipped records, and coordinate app upgrades seamlessly. This session gives you hands-on practice and proven tips to save time, minimize risk, and make upgrades faster and easier than ever before.
Elevating Service Excellence: Banco do Brasil’s Digital Portfolio Revolution
Banco do Brasil reimagined how its business and technical services connect, scale, and deliver value. By adopting ServiceNow Digital Portfolio Mgmt (DPM) integrated with ITSM, the bank gained full visibility into 475 operational services, 311 business services, and 164 technical services—now streamlined into 3,237 service offers, with 30% already mapped end-to-end. Join this session to explore how Banco do Brasil moved from fragmented portfolios to a unified digital ecosystem that fuels proactive service management, accelerates decision-making, and empowers every team to deliver more—faster.
Scaling Portfolio and Capacity Management for Real Visibility With SPM
When every team is busy and priorities compete, visibility is essential. In this session, we will share how we transformed scattered project intake and unclear capacity into a data-driven model using ServiceNow’s Strategic Portfolio Workbench (SPW) and Resource Management modules. We built governance that supports autonomy and created weekly update routines for transparency and accountability. Now, 100% of our work is managed in ServiceNow SPM, connecting strategy, people, and delivery.
HR Transformation for 28,000 Employees at the Largest Coca-Cola Franchise
We’ll show how HR at the world’s largest Coca-Cola bottler was transformed, ensuring that employees in the field, operations, or office could easily access HR services. The “HR with You” project replaced a legacy BMC system, integrating 14 areas, digitizing 230 workflows, and reducing resolution time by 38%. In six months, user satisfaction increased by 45% and drove positive cultural impact. Executives will see how ServiceNow aligns with FEMSA’s values and goals, from a sustainable 44% TTR reduction to scaling HR transformation.
Strategic Alignment in Action: CVS Health's SPM Transformation Journey
Discover how CVS Health modernized its Plan, Build, and Run functions with ServiceNow SPM, aligning work with strategic imperatives and streamlining governance. Learn how CVS manages financial planning, demand intake, and PI Planning efficiently. The Strategic Planning Workspace maintains a dynamic roadmap and seamless delivery sprints. Explore how SPM transformed governance, accelerated value delivery, and unified enterprise work management, offering actionable strategies for your SPM implementation.
From Telco to Techco: Rethinking Portfolio Management in Uncertain Times
As SoftBank shifts from a telco to a techco and AI integrator, we are rethinking how digital initiatives should be prioritized. Through exploring Lead to Cash, PMI, and portfolio visibility, we learned that digital management is not achieved by technology alone. Alignment on decision rights, portfolio-level visibility, and a customer-driven demand perspective are key prerequisites. This session shares what we learned, why Lean Portfolio Management is essential in uncertain environments, and when SPM makes sense as a decision-making platform.
How SSP Transformed the Shared Service Center Using Advanced ServiceNow Technologies
SSP implemented an integrated ITSM and CSM model on the ServiceNow platform to improve service quality, accelerate response times, and deliver a unified experience for external customers. This session highlights how aligning IT processes with customer-facing operations enabled SSP to streamline workflows, reduce manual effort, and enhance customer satisfaction.
Creating a Safer, More Connected Workplace with ServiceNow at Bunnings
Bunnings, one of Australia’s most trusted retail brands, is leveraging ServiceNow’s Health and Safety platform to create a safer, more connected workplace across 375+ stores. The rollout empowers all team members to log incidents, report hazards, track actions, and complete safety conversations in real time. Since going live on July 1 2025, we have recorded 20,000+ conversations, 16,000 hazards, and 44,000 actions recorded leading to richness in data. This session will highlight how we’ve achieved rapid uptake by focusing on simplicity, mobility, and culture - making safety part of every
Make, Test, Release: A Practical OT Playbook for Johnson & Johnson
J&J’s products depend on reliable, compliant operations across drug substance and drug product plants, fill-finish and packaging lines, labs, and temperature-controlled warehouses. This session shows a practical way to run that operational technology, safely and consistently using ServiceNow Operational Technology Management (OTM).
Brewing Autonomous Service Operations at Starbucks
At Starbucks, the journey from handcrafted coffee to Autonomous IT reflects a broader transformation: scaling automation to deliver reliable, resilient technology experiences across the enterprise. Through ServiceNow AIOps, Event Management, and Now Assist, Starbucks is Automating Service Operations not by removing the human touch, but by empowering teams with smarter tools and insights. The focus is on reducing noise, accelerating incident response, and enabling guided remediation through intelligent playbooks and automation.
The 120-Day Sprint: Reimagining Global HR Transformation for 40,000 Employees
Discover how Petronas delivered a global HR transformation just 120 days, unifying 40,000 employees worldwide onto a single platform. Learn the strategies, rapid execution, and change management that enabled full-scale adoption, streamlined processes, and set a new benchmark for enterprise agility and employee experience.
Redefining Scheduling: Workforce Solutions for a Connected Consumer Ecosystem
Join our session as Delta Air Lines and Deloitte’s ecosystem partners showcase W.I.N.G.S., an end-to-end workforce management solution that unites tech ecosystems and empowers AI at its core. Discover how this integrated approach streamlines scheduling, drives agility, enhances collaboration, and empowers teams—laying a scalable foundation for transformation across consumer industries. The result: agility, effectiveness, and empowered teams.
Complexity to Clarity: How Rogers leveraged ServiceNow for strategic innovation
Years of acquisitions and evolving business needs left Rogers with 5 Service Management platforms, a fragmented architecture and underlying data that prevented adoption of AI capabilities. Partnering with Deloitte, Rogers is deploying the ServiceNow AI Platform to create one modern service platform as a catalyst for innovation, now resolving enhancements 2x faster and unlocking $50M+ in operational benefits through platform reductions and productivity gains. Discover how Deloitte and ServiceNow helped automate operations, slash costs and provided a roadmap for sustained efficiency and growth.
How ServiceNow Delivers Unified Insights
In this workshop, you will learn how ServiceNow brings project tracking, feedback loops, CSAT measurement, and performance evaluation together on one platform. We’ll explore best practices for configuring dashboards, automating workflows, and integrating external tools using Project Portfolio Management, Customer Service Management, and Performance Analytics. You’ll also view demos of unified dashboards and feedback mechanisms that drive efficiency and actionable insights
IBM’s Now Assist Journey at Scale: Transforming ITSM for 5,000+ Practitioners
Discover how IBM CIO introduced Now Assist to transform ITSM at scale for 5,000+ practitioners' benefit across a global enterprise. We’ll walk through the whole journey: where we started, the steps taken, and how far we’ve come during the first six months. This session highlights measurable gains, tangible results, key lessons learned, and critical considerations for organizations adopting AI-driven ITSM. Attendees will leave with actionable strategies to accelerate implementation and maximize business impact.
Dual Power: Building With ServiceNow Studio and IDE
In this hands-on lab, you’ll learn how to develop seamlessly with both ServiceNow Studio and the ServiceNow IDE—and why flexibility matters. You’ll explore Fluent, the technology that translates ServiceNow metadata into code for the IDE, and see how both environments share Build Agent for agentic assistance. Work on the same application from both tools, switch contexts effortlessly, and collaborate without compromise. By the end, you’ll know when to use Studio, when to use IDE, and how to combine them for maximum velocity and choice.
From IT to Enterprise Risk: Rebalancing IRM Foundations for the Future
In today's interconnected business environment, managing third-party risks and responding to security incidents are critical components of an organization's risk strategy. This presentation explores the independent journeys of our Enterprise TPRM and Security Incident Response (SIR) teams and how they converged through the integration capabilities of ServiceNow. Attendees will gain insights into the innovative approaches we adopted, lessons learned, and the synergies realized from integrating TPRM and SIR to strengthen our organizational resilience.
From Noise to Knowledge: Using ITOM To Power AIOps and Improve Operations
You’ve heard the promise of AIOps to reduce noise and improve efficiency, but how do you deliver tangible results without complex customizations? At Accenture, we are achieving true incident noise reduction—by over 80%—and accelerating MTTR using the out-of-the-box capabilities of ServiceNow ITOM. We will showcase how we leverage ServiceNow's native intelligence to: Eliminate Alert Noise, Enable Auto-Remediation & Automate Incident Enrichment Discover how a strategic approach to OOB ITOM is not just a foundation for AIOps, but a powerful engine for operational transformation.
How PepsiCo Operationalized DEEx: Lessons in Scaling User-Centric Transformation
What happens when HR and Tech join forces? At PepsiCo, we built a Digital Employee Experience (DEEx) that unites platforms across 50+ countries and 26+ languages transforming how 300K employees work, connect, and self-solve. Learn how we moved from fragmented systems to a seamless, user-first ecosystem with ServiceNow, virtual agents, and integrated apps. Walk away with strategies to scale transformation, simplify complexity, and create digital experiences people love.
HSBC – Europe’s Largest Bank and Their Resilience Transformation Journey
HSBC has existed for over 160 years. Currently operating across 52 markets and with over 270,000 employees worldwide. In the last few years, digital transformation has matured our resilience capability across the group. This session is designed to step listeners through HSBC's journey, from federated in-house developed applications and reporting using spreadsheets... to onboarding ServiceNow for Business Continuity Management, Operational Resilience, IT Service Management and Third Party Risk Management. Turning the dial from reactive, to proactive!
IoT Garden Lab: Build Your Own Smart Plant Monitor
Get your hands dirty in this interactive garden build-along! You'll receive your own sensor kit and learn to build a complete IoT solution on ServiceNow. We'll guide you through connecting IOT sensors like light and humidity, registering devices in your CMDB, and creating workflows that trigger "water now!" alerts. Leave with a working smart garden sensor and practical knowledge of how ServiceNow manages device lifecycles at any scale, proving platform principles work for both data centers and gardens.
Create Your Own Interactive View in AI Experience
The recently announced AI Experience supports an extensible interactive view to allow an expanding AI native conversational experience into an interactive view for advanced and immersive AI engagement. Besides the out-of-the-box interactive view use cases ServiceNow supports, such as web agent, we also support custom interactive view to allow customers to create and tailor this immersive experience to better fit different business needs. This session will be a lab session to guide customers on how to create a custom interactive view
NTT + The Cloud People Dinner
Join our Customer Dinner As previous years, we are hosting a customer event dinner where seats are limited and reserved for our customers and partners. This year, we will do it jointly with our owner, NTT Data, who is a Platinum sponsor of this years' event. We have a limited number of seats, so be sure to grab yours while you can! More information about date and place will follow. We hope to see you!
RapDev Happy Hour
Join RapDev for Happy Hour at Matteo’s on Wednesday, May 6th from 5–8pm
Brightfin Happy Hour
Brightfin Happy Hour @ Juliet Cocktail Room Join us for an evening where we come together to reflect on what we’ve learned, exchange ideas, and build the relationships that help us level up — not just for the week, but for the long term. This event is intended for Knowledge attendees, customers, prospects, and invited guests. Submission of this form does not guarantee attendance, and registration is subject to review, confirmation, and venue capacity. Attendees are expected to conduct themselves professionally and responsibly throughout the event. We reserve the right to limit or revoke attendance at our discretion. By submitting this form, you acknowledge that your information may be shared with ServiceNow and its authorized partners for program-related purposes.
West Monroe Happy Hour
Kick off the evening on day two of Knowledge 2026 with drinks, light bites, and meaningful conversation at Sala 118, located in The Venetian lobby. Join West Monroe and industry peers in a welcoming setting to connect, share ideas, and continue the conversation beyond the conference floor.
Alcor Happy Hour
alcorsolutions's profile picture alcorsolutions This #Knowledge26, own your evening at Alcor’s Happy Hour. Step away from the conference rush and join us for a night of great conversations, premium cocktails, and meaningful networking in a setting built for unforgettable experiences. Whether you’re looking to meet industry leaders or spark valuable connections, this is where your Vegas evening comes alive. 📅 May 05, 2026 | 6:00 – 9:00 PM 📍 Juliet Cocktail Room, The Venetian, Las Vegas Exclusive Offer: First 100 registrations get exclusive Alcor swag!
Ondaro Happy Hour
Your exclusive invitation to our Happy Hour at Knowledge! Join Ondaro at Wakuda for a relaxed and engaging evening during ServiceNow Knowledge. Event Details Date: Wednesday, May 6 Time: 8:00 - 11:00 PM Location: Wakuda | Located in The Palazzo at The Venetian Resort Address: 3325 S Las Vegas Blvd We're bringing together clients and peers for an evening designed to spark great conversations, build new connections, and celebrate the ServiceNow community. Drinks and light bites will be provided. We look forward to seeing you there!
Genesys CRM & Industry Happy Hour
Genesys co-hosted event Venue: Casa Playa | Encore, Las Vegas Join us for an evening at the CRM & Industry Happy Hour for a chance to: Share learnings and real-world insights across CRM & Industry leaders Engage with our system integration and technology partners who are our gracious event sponsors Savor refreshing drinks, delicious bites, and great company as we celebrate our community and connections Connect with ServiceNow CRM Product and Go-To-Market leadership
TEKsystems Happy Hour
🔥 Las Vegas, here we come! 🔥 We will be on the ground at ServiceNow Knowledge 2026 from May 5–7, and would love to connect with fellow innovators, partners, and customers shaping what’s next with ServiceNow! At TEKsystems Global Services, we’re helping organizations synchronize operations, accelerate outcomes, and scale with confidence through modern, AI-powered ServiceNow solutions. If you’re exploring how to unlock more value with ServiceNow—let’s talk. 🍸 You’re invited! Join us for an exclusive TGS Happy Hour on Tuesday, May 5 at 6 p.m., immediately following the ServiceNow reception. ✅ PM me to save your spot! Looking forward to seeing you in Vegas and hearing what you’re most excited about at hashtag#Knowledge26!