Knowledge 2026
717 sessions, 88 canceled
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.
