Knowledge 2026
717 sessions, 88 canceled
Boston Scientific and TCS: AI Led Service Desk Transformation
Join this session to hear how Boston Scientific Corporation, in collaboration with TCS, is transforming its service desk to deliver faster issue resolution, reduce manual effort, and scale IT support using the ServiceNow® AI Platform. By embedding generative AI, predictive intelligence, and agentic AI into core ITSM workflows, the organization is moving from reactive support to a proactive, autonomous ticket management model–driving greater operational efficiency, better user experience, and stronger service performance.
ERP Software is Dead. Agentic AI ERP is Here
Traditional ERP is dead and leaders know they cannot wait for slow and costly cloud reimplementations that cause disruption and delay progress. Agentic AI ERP keeps the core as a passive system of record and layers on an intelligent system of action that automates work, learns continuously and delivers real outcomes fast. Skip upgrades and migrations that add little to no value. Join this session to learn how you can leapfrog your competitors stuck in subscription lock-in migrations and realize true, self-funded AI outcomes in weeks, not years.
Autonomous Software Asset Management: AI Agents Driving Smarter SAM Operations
SAM often breaks down because governance requires more effort than teams can realistically staff. Learn about an AI-driven SAM agent purpose-built for Insight’s Devshop offering, designed to bring SAM to life through intelligent automation. It demonstrates: Automated entitlement ingestion from software contracts Proactive license reclamation to eliminate unutilized software spend Ongoing governance to maintain compliance and optimize usage We’ll also highlight how this approach aligns with NowAssist. The result: scalable, best-practice SAM operations with significantly less manual effort.
Lakeside Software: The Digital Employee Experience MTTR Imperative
In this session, Lakeside Software will introduce the DEX MTTR continuum and a practical agentic way to operationalize it. ITSM work is shifting from "apps" to orchestrated "flow" and "data": flow as the headless, orchestrated work that can run across systems, and data as the trusted, contextual signals that make those flows accurate. When those two come together, ITSM becomes a flywheel. Attendees will leave with a framework for measuring MTTR as a continuum, diagnosing where time and money is actually being lost, and designing a context-aware perpetually improving operating model.
Now Assist at Full Throttle
Now Assist delivers speed, but speed without preparation creates friction. In this session, we explore what organizations should address before and immediately after activating Now Assist. Through one early-stage deployment story, we examine the dependencies that determine whether AI accelerates value or exposes gaps in data, knowledge, and process. If you are beginning your Now Assist journey, this session provides a practical starting framework to help you move confidently from activation to sustained performance.
ServiceNow as the Digital Front Door, Better Together
Modern enterprises face increasing complexity as employees and customers interact with multiple disconnected systems across IT, HR, Finance, and Operations. This fragmentation leads to reduced productivity, inconsistent governance, increased operational risk, and costly customization of core systems such as ERP and HCM platforms. Organizations require a strategy that modernizes user experience and workflow execution while protecting the integrity of systems of record and maintaining compliance.
Unleash AI Enterprise-Wide: Extending ServiceNow AI Control With Island
See how Island’s Enterprise Platform amplifies ServiceNow AI® Control Tower’s intelligence, automation, and governance capabilities. Discover why detection and policy enforcement at the presentation layer is a must have to accelerate AI adoption, enhance end user experience and assure that you have right visibility and control across all of your AI initiatives. Learn how the largest Financial Services, Health Care, Hospitality companies are leveraging Island and ServiceNow.
Ask Me Anything: Identity Security & Governance
Identity debt is real. Human identities, non-human identities, and now, AI agent identities. With their complex web of permissions scattered across cloud, SaaS and on-prem systems, many organizations can't answer the most basic question: Who has access to what, and what they can actually do? Veza was built to answer this question authoritatively. And ServiceNow's acquisition of Veza is a force multiplier. Come find out how. No slides, no agenda.
AI is deployed. Customers are still frustrated. What is the gap and how do you close it?
Most organizations have made the AI investment, but the experiences haven't caught up. A study of 34,000 executives, service reps, and customers across 18 countries reveals why the gap between what customers expect and what they experience isn't closing. It's widening. And the organizations pulling ahead aren't the ones deploying more AI. They're the ones building differently underneath it. This session identifies where the real distance lives, why most CX strategies are solving for the wrong thing, and what it actually takes to turn AI investment into customer connection. Attendees will leave with a sharper understanding of where the gap is in their own organization — and a clear sense of where to start closing it. This theater session is the launchpad for Your CX Transformation Roadmap: Delivering Human Experiences at the Speed of AI happening in the Exchange Suites shortly after this session. Attend this session first to get the framing, then bring your questions and experience to the roundtable. Together, they're designed as an enhanced learning experience.
Welcome to Agentic Business
AI got brilliant fast. But brilliant isn't enough when most enterprises are sitting on a patchwork of disconnected systems. Only ServiceNow combines AI that thinks with workflows that act, across every corner of your business. Join Bill McDermott, ServiceNow Chairman and CEO, and special guests to see how the world's leading companies are moving from AI chaos to control.
The Blueprint for Agentic Business
To win with AI, companies need to scale fast without compromising security. Join Amit Zavery, ServiceNow President, CPO, and COO, and special guests to go inside the platform: how ServiceNow brings together your data, AI, workflows, and security to build and scale AI you can trust. This is the engineering behind the AI platform that executes.
And the Winners Are: Announcing the K26 AI Innovation Zone Award Winners
Join us as we announce the winners of the AI Innovation Zone Awards at Knowledge 26. This program recognizes the top 5 AI agent solutions built by ServiceNow® partners, evaluated on real-world customer impact, technical innovation, and measurable business outcomes — all built on ServiceNow's AI Agent platform and available on the ServiceNow Store. In this session, you'll meet the winning partners, see live demos of their solutions, and learn what set them apart from the competition. If you want to see what's possible when partners combine deep domain expertise with the power of AI agents on the ServiceNow Platform, this is a session for you.
Better Together: How ISV Partners and AI Agents Extend the Power of the ServiceNow Platform
ServiceNow®'s ISV partner ecosystem is one of the platform's biggest advantages and it is only getting stronger. and a major driver of customer innovation. In this session, you’ll learn how ISV partners are building specialized solutions and AI agents that extend the ServiceNow Platform into new use cases, industries, and workflows. Learn how to find and evaluate partner-built innovations on the ServiceNow Store, hear how customers are solving business challenges faster with ISV solutions, and discover why the partner ecosystem is a strategic multiplier for your ServiceNow and AI investment.
Autonomous Data Governance and Context Demystified
How do you plug trusted data and context into workflow and AI agents? How do you get visibility and control over data across your entire organization? We'll walk through what Autonomous Data Governance is, how it works within Workflow Data Fabric, and why it matters for managing quality, compliance, accountability, and context at scale.
The RiseUp Recipe: Training Partners Reveal What Makes Job-Ready Professionals
What's the secret formula for transforming eager learners into job-ready ServiceNow professionals? Join RiseUp Authorized Training Partners HibDigital and TQ Starling as they break down the RiseUp Recipe from the instructor's seat. They spend intensive weeks with each cohort — witnessing firsthand how four critical ingredients combine to produce job-ready talent. Learn why employers consistently report RiseUp graduates arrive more prepared than candidates from other pipelines — and why this recipe works.
How RiseUp Graduates Became My Secret Weapon for Customer Success
Listen to an evolution story of a ServiceNow Customer Success Manager who went from cautious explorer to RiseUp recruiting champion. Discover what made her take the leap, the surprises she encountered along the way, and why RiseUp graduates consistently outperform her expectations. Whether you're in Customer Success, leading a growing team, or exploring alternative talent strategies, this is a pragmatic look at how RiseUp talent solves real business challenges: filling critical roles faster, bringing fresh energy and diverse perspectives, and delivering measurable results for customers.
Beyond the Checkmark: Building AI Learning Systems That Drive Real Performance
The best assessors can't scale, but AI can scale without knowing what quality looks like—this is the central challenge of AI-scored assessments. Organizations winning at AI-scored performance systematically capture expert judgment and teach AI to see quality through SME eyes, transforming "I know it when I see it" into rubrics AI executes consistently. This session walks through the end-to-end process of partnering with SMEs to build AI that genuinely understands quality performance, with specific facilitation techniques that help experts externalize evaluation criteria and structure rubrics that preserve domain nuance while enabling AI interpretation. Discover why this human-AI collaboration creates assessment systems that are both scalable AND credible.
How PepsiCo Is Building an Agentic Mission Control With Traversal’s AI SRE
PepsiCo operates one of the world's most complex supply chains, generating over 500,000 alerts monthly. Learn how PepsiCo partnered with Traversal to transform their operations center from reactive to proactive incident prevention — autonomously triaging alerts to eliminate a 700+ high-severity alert backlog, transforming ServiceNow® tickets from static records into live, AI-powered investigations with root cause and remediation surfaced in minutes, and giving operators unified infrastructure intelligence. The result: 500+ engineering hours saved monthly and a path to agentic mission control.
Introducing ServiceNow Private Stack
Discover how ServiceNow® Private Stack running on Wind River Cloud Platform delivers secure, compliant, and highly available private cloud for AI and mission critical workloads. Learn how zero-touch orchestration, policy-driven automation, and real-time analytics simplify operations across data centers and edge sites while reducing cost, risk, and time-to-value.
The Future of Disputes Management for Financial Institutions
Dispute management is changing as fraud increases, workflows grow more complex, and cardholder expectations rise. Based on joint research conducted by Visa and ServiceNow® with issuers globally, this session shares what the data reveals about current pressures in dispute operations. It highlights how Visa is modernizing dispute management through platform driven capabilities and applied AI to help financial institutions scale, maintain compliance, and support stronger customer experiences.
Human-Centered, AI-Powered: The Future of Customer Service With ServiceNow
Join experts from Slalom for a digital session on how human-centered design and AI-powered workflows are transforming customer service on the ServiceNow® platform. Learn how AI reduces friction, empowers service teams to focus on meaningful moments, and connects systems seamlessly. Discover best practices for delivering scalable, intelligent, and empathetic experiences that balance automation, personalization, and trust to drive lasting value.
Boost ServiceNow With a Personal AI Technician for Every Employee
How can organizations extend ServiceNow® with AI securely and at scale? Robin by Atera is a 24/7 autonomous, context-aware AI agent providing omnichannel support via Microsoft Teams, Slack, email, WhatsApp, and more, with all actions logged in ServiceNow. It solves IT issues across devices and cloud environments, draws on multiple knowledge sources, and augments teams with context-rich responses and proactive support. Employees get faster resolution, IT gains intelligent assistance, and organizations unlock efficiency at scale.
The Autonomous Enterprise: Unlocking Productivity Through Agentic AI
Autonomous agents—that think, ask, and act on our behalf—are reshaping every operational layer of the enterprise. The organizations that win won’t be those with the most AI pilots; they’ll be the ones redesigning their business for AI that runs continuously, collaborates across domains, and scales intelligence faster than ever. This session reveals the shift toward AI-native architectures, autonomous operations, and intelligence-driven resilience. Enterprises not preparing for systems that optimize, adapt, and act independently are already behind.
The Autonomous Digital Workplace: Lenovo’s Agentic Services Blueprint
The next phase of enterprise transformation is being shaped by AI, autonomous agents, and industry-aligned workflows. In this session, Lenovo shares its blueprint for an autonomous digital workplace—an intelligent, self-optimizing system that adapts to business and workforce needs. Discover how agentic AI enables workflows that sense, decide, and act, shifting organizations from reactive service models to proactive, experience-led and self-healing operations that strengthen resilience, productivity, and sustained enterprise performance.
Friction-Free IT: How Thrive Does It With ServiceNow and TeamViewer ONE
Global enterprise IT teams are under pressure. They need resolve issues faster, reduce operational friction, and improve digital employee experience, without adding cost or complexity. In this session, learn how Thrive combines ServiceNow® with TeamViewer ONE to shift their IT operations from reactive to proactive. TeamViewer ONE unifies DEX insights, intelligent automation, and secure remote access, so Thrive can resolve issues before they impact users. Learn how this fix-once-fix-forever approach helps reduce incidents, accelerate resolution, and continuously improve outcomes.
Autonomous ITSM: Turning DEX Intelligence Into L3 Service Desk Outcomes
Achieve dramatically faster resolutions, reduce tickets, and elevate digital employee experience with the power of DEX insights plus agentic AI. Lakeside Software uniquely enriches ITSM workflows with precise, real‑time root‑cause telemetry from every endpoint. In this session, learn how service desk leaders can shift left, automate L1 tasks, and deliver L3‑level outcomes using SysTrack AI—integrated with ServiceNow® ITSM, Now Assist, and more.
Unlock Autonomous Operations with Dynatrace and ServiceNow
Discover how Dynatrace Intelligence creates a trusted foundation for predictive, AI-driven, and self-healing operations. We will illustrate how the combination of Dynatrace and ServiceNow can deliver end-to-end observability, faster remediation, and meaningful business outcomes through tightly connected Agentic operations. Learn how to turn cross-platform insights into automated, intelligent actions – accelerating the path forward for autonomous IT while increasing the impact and value of your technology investments.
Orchestrating Intelligence: How the 4Ms Accelerate Enterprise AI Evolution
True AI transformation requires more than new tools. It demands harmony across the 4Ms: Mindset, Mechanics, Machines, and Mediums. This session reveals how enterprises are rewiring rule-based operations into adaptive, AI-driven systems that think, act, and evolve in real time. Discover how leaders are aligning strategy, technology, and human experience to orchestrate intelligence across the enterprise and accelerate the shift from digital optimization to AI-first operation.
Creating Human-Like Agentic CX: Introducing A2A With Genesys and ServiceNow
Customer experience is entering a new era — one defined by intelligent, autonomous AI agents working together across platforms. In this session, Genesys and ServiceNow® share how agentic AI enables agent-to-agent (A2A) collaboration that goes beyond traditional integrations. By allowing systems to share intent, context and actions in real time, A2A creates more human-like, seamless experiences across self-service, assisted service and operations. Learn how this approach accelerates resolution, reduces friction and unlocks a more connected, AI-driven CX strategy.
Unleash AI Across the Enterprise: How Island Extends ServiceNow’s Power & Impact
See how Island, the Enterprise Platform, amplifies ServiceNow®’s intelligence, automation, and governance across the enterprise. This session explores how extending ServiceNow’s AI and workflow capabilities through Island enhances user productivity, security, and control. Discover how leading organizations are leveraging Island’s and ServiceNow to accelerate AI adoption and value. .
Upgrade Without Delay: Accelerate Time-To-Value With Automation
How long will it really take your team to deploy the next ServiceNow® upgrade, weeks, maybe months? Every delay expands the release gap, stacking up unused features, slowing innovation, and increasing risk. Watch this session to see how modern organizations are replacing manual SDLC steps with end‑to‑end automation to release faster and with assurance. Guided by AutomatePro’s CPO and ServiceNow experts, you’ll learn practical ways to build audit‑ready test suites, streamline release management, generate compliance‑ready documentation, and gain full lifecycle confidence.
The Transformative Impact of an AI Powered Unified Banking Data Model
Large financial institutions generate vast amounts of operational data, yet gaining a clear, end-to-end view of how the business truly operates remains a challenge. Siloed teams, tools, and processes fragment insight and limit trust in decision-making data. We explore how a Universal Banking Data Model (UBDM), combined with AI, connects enterprise data and transforms operations—reducing friction, strengthening risk control, and enabling smarter strategy and execution.
Tech Mahindra – Transform IT Operations With Autonomous, AI-Driven ServiceNow Best Practices
Autonomous IT is no longer aspirational—it's a boardroom imperative. As enterprises face rising operational costs, AI disruption, and talent constraints, ServiceNow® emerges as the platform transforming IT from a cost center to a value engine. This session delivers Tech Mahindra's strategic PoV on leveraging AI Agents, intelligent automation, and governance frameworks to accelerate autonomous operations. Discover how organizations can achieve measurable outcomes—faster resolutions, reduced risk, and scalable efficiency—without compromising control.
Simplifying Workflows and Transforming the Employee User Experience.
As organizations scale, the number of platforms supporting Finance, Human Resources, Procurement, IT, and shared services continues to grow. Each system is often optimized for transactional accuracy and control, but not necessarily for ease of use or cross-functional collaboration. The result is a landscape where employees are forced to understand underlying systems, terminology, and processes, creating friction and reducing productivity across the enterprise. The session demonstrates how ServiceNow® enables end-to-end workflows across platforms by managing governance and seamless user UX.
IBM Leading Lead-to-Cash Transformation with ServiceNow as Center of Gravity
IBM Consulting, in partnership with ServiceNow®, leads CRM and Lead‑to‑Cash transformation with a strategy‑first approach. We focus on core business pain points and the case for change, helping clients reimagine AI‑first processes. By aligning upstream systems with downstream platforms like SAP, we create seamless, AI‑enabled experiences with ServiceNow as the orchestration layer. Every client is unique, and IBM guides them to a modern, efficient, fit‑for‑future platform where CRM, NowAssist and Control Tower are the enterprise center of gravity.
Beyond the Badge: Choosing the Right ServiceNow Partner in 2026
Choosing a ServiceNow® partner is no longer just about certifications or cost; it’s about aligning expertise, scale, and strategy with where your organization is headed. In this session, we break down ServiceNow partnership tiers, PLAs and other credentials, what they actually signal about capability and delivery, and how to evaluate partners beyond the badge. You’ll learn how tier, specialization, industry experience, and AI readiness should influence your decision — especially as agentic AI expands across workflows in 2026.
Transforming ServiceNow Experiences: Lennar’s Video Journey with Vbrick
Video in ServiceNow® enhances employee and customer experience, improves case deflection rates, and modernizes intranets. Vbrick’s certified integration transforms how video works inside an enterprise — turning portals, workflows, and intranet pages into rich, secure video experiences. With Vbrick embedded across ServiceNow in Now Assist, EC Pro, workflows, and knowledge articles, deliver videos right where work gets done. Watch how Lennar created a modern, digital experience with the only natively integrated app to deliver videos securely and seamlessly within ServiceNow. al video description.
Autonomous IT: The Agentic Path to a Zero-Touch Service Desk
Frontline IT teams face increased pressure to resolve issues quickly, prevent disruptions, and deliver seamless support. The ServiceNow® AI Platform, powered by real-time data from Tanium, unlocks unparalleled efficiency for Service Desk operations. Envision a world where enterprise-wide investigations are auto-diagnosed in seconds, incidents are resolved instantly, and data is trusted without human intervention. This is the reality of Autonomous IT. Learn how Tanium and ServiceNow combine real-time visibility and intelligent workflows to create a powerful, future-ready Service Desk.
Lifting the Veil on ERP AI: A No-Hype Real Example Showcase
Everyone is talking about AI, but few are delivering results. In this showcase, you’ll see proven proof-of-concept solutions that demonstrate real automation, measurable ROI and rapid outcomes using existing ERP systems. Rimini Agentic UX™, powered by ServiceNow® shows what is possible without cloud migrations or vendor roadmaps. Get inspired with real cases, real demos and real results achieved in weeks.
How Network Rail Is Preparing To Use ServiceNow To Manage Major Incidents
In this session, Network Rail will outline how it is implementing ServiceNow® to enable a more consistent, coordinated approach to major incident management ahead of go-live. We will examine the drivers for change, including standardizing processes and replacing disparate tools with a single source of truth. The session will explore how structured workflows, playbooks and unified case management are expected to improve visibility, decision-making and collaboration, alongside key design lessons and anticipated benefits for staff and passengers.
From Hype to Impact: Making AI Work on the ServiceNow Platform
AI adoption on ServiceNow® is accelerating, but many organizations struggle to translate AI features into measurable business value. In this session, we cut through the hype and focus on what actually works. Learn how to align AI capabilities with platform maturity, data readiness, and operating models to drive real outcomes. Provide quick practical guidance on where to start, what to avoid, and how to scale AI responsibly within ServiceNow.
Cover Your Assets!
Begin with a foundational approach to service management that establishes a service strategy using essential data to drive organizational results, including prediction, prevention, and automation of issues before they arise. This highlights the collaborative benefits of Autonomous IT at the endpoint.
3CLogic: Voice AI + ServiceNow: Powering the Next Era of Conversational CX
According to 2026 CX industry predictions, 82% of companies expect AI to increase voice traffic as natural, conversational interactions drive faster resolutions and greater satisfaction. In this session, learn how 3CLogic integrates Voice AI with ServiceNow® to deliver intuitive self-service across IT, HR, and CRM—boosting engagement, unifying workflows, and turning voice into a strategic advantage enterprises can quantify.
Day Zero: How India's Largest Private Bank Turned Employee Onboarding Into a Competitive Advantage
When HDFC Bank set out to onboard thousands of employees across thousands of branches simultaneously, their legacy hardware procurement process couldn't keep up. Manual tracking, fragmented systems, and reactive asset management meant new hires waited days — sometimes weeks — for the tools they needed to do their jobs. This presentation tells the story of how HDFC Bank partnered with ServiceNow to reimagine hardware asset management from the ground up. By deploying ServiceNow HAM on a unified CMDB, the bank built a "Day Zero Laptop Allotment" solution that automated procurement workflows, normalized hardware data across 200k+ devices, and gave IT full lifecycle visibility before an employee ever walked through the door. The results: faster onboarding, zero-delay laptop delivery at scale, and a quantifiable reduction in IT overhead — all on a platform that grows with the business. This is the story of what's possible when asset intelligence meets enterprise ambition.
Now on Now: The AI Control Tower: Build, Monitor, and Govern at Scale
Juggling AI projects across departments? Struggling with governance and ROI? You’re not alone. In this session, discover how the AI Control Tower became our operational backbone—turning fragmented projects into a unified, high-performing AI ecosystem.
Now on Now: Driving Autonomous IT at ServiceNow with our AI Platform
Learn how autonomous IT has shifted ServiceNow from reactive operations to proactive, intelligence-driven outcomes.
Now on Now: Success with Moveworks from ServiceNow
See how ServiceNow is using Moveworks to transform employee support from the inside out. We'll share our implementation journey, key integrations, adoption strategies, and the measurable value we're seeing across the organization. Hear real-world proof points and firsthand insights that only a customer zero story can deliver. You'll walk away with: - Our implementation approach and lessons learned - Integration points with the ServiceNow platform - Adoption metrics and employee experience impact
Now on Now: Accelerating Now Assist at Scale
ServiceNow deployed Now Assist to 28,000 employees and achieved nearly 90% adoption in weeks, not quarters. This was behavioral science in practice: activation design that reached our employees with right-time, right-place nudges. In this session, we will demystify the activation layer between implementation and adoption that delivers value. You'll get the playbook: designing for behavior change, building change champion and super user networks, and the metrics that actually moved the needle. We'll share what worked, what failed fast, and the replicable frameworks you as customers can deploy today. You'll walk away with field-tested strategies that compress time-to-value and turn AI capability into measurable behavior change.
Unify AI and Operations with RaptorDB Pro
AI is only as intelligent and trustworthy as the data and insights behind it. When you run analytics in a silo, you get stale insights, pipeline tax, and AI agents running on yesterday's insights. In this session, see how RaptorDB Pro unifies real-time AI, analytics, and workflows on one data foundation — so AI drives immediate ROI for your organization.
AI That Closes the Loop on Operational Rounding
Operational rounding only works if every flagged issue actually gets resolved -- not lost in a handoff or in paperwork. Watch now to see how Healthcare Operations embeds automated task routing and real-time tracking directly in the EMR, turning rounds into measurable action.