Knowledge 2026
717 sessions, 88 canceled
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.
