Knowledge 2026
717 sessions, 88 canceled
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.
