Knowledge 2026
717 sessions, 88 canceled
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.
