Knowledge 2026
717 sessions, 88 canceled
Delivering Exceptional Customer Service with Now Assist for TSM at Bell Canada
Bell is one of the first telcos in the world to use Now Assist for TSM in production. This session delves into their approach to planning, implementing, and integrating AI-driven workflows to make the most out of their 38 million annual customer interactions.
Keeping AI Agents on Track in Production
As AI agents move from POC to production, you need visibility into where they stall, where they hallucinate, and what business impact they deliver. Process Mining provides that intelligence natively on the ServiceNow AI Platform—analyzed and acted on where workflows execute, not in a separate tool.
Identify, Capture, Prove: AI-driven Savings Management in Source-to-Pay Operations
Most procurement teams have the tools: spend analytics, sourcing systems, supplier scorecards. What they're missing is the connection between them, the workflows where decisions get executed, and the AI that can do the analytical work in between. Join us to see how ServiceNow's Source-to-Pay brings it all together, so specialists can focus on decisions that move the needle and executives can finally answer finance's question: "we said we'd save $5M, what actually happened?"
A Glance into the Future of Procurement in an Autonomous Workforce World
The Procurement AI Specialist is set to revolutionize procurement by leveraging procurement-aware AI that can sense, decide, act, and govern simultaneously. This session will explore current Source-to-Pay AI capabilities in procurement and where it will impact the operations and economics of procurement work in the future.
Teach Your AI New Tricks: Customizing Now Assist With the Skill Kit
Now Assist comes packed with powerful, ready-to-use generative AI capabilities — but what if you could teach it to do even more? In this lecture-style session, you’ll learn how to extend and customize the Now Assist experience using the Now Assist Skill Kit. Discover how to personalize existing skills to match your organization’s language, data, and processes, and build entirely new generative AI skills powered by a model of your choice. By the end, you’ll know how to transform Now Assist into a tailored solution for your unique business needs.
From Call Trees to Agentic AI: How Kingfisher Wins Back Employee Time
Kingfisher set out to reduce the cost and friction of employee service interactions. By embedding Now Assist into their virtual agent, they've significantly cut reliance on human-handled cases — building self-serve capabilities that scale. Launched in December 2025 and expanding across the business, the programme is a blueprint for moving from assisted service to autonomous IT. Kingfisher will also share how expert services accelerated delivery, and what's next with agentic AI.
AI Control Tower Speedrun: How Fast Can You Scale Trusted AI?
This hands-on roundtable focuses on designing the end-to-end user experience of enterprise AI using the AI Control Tower lifecycle. Teams work through real-world scenarios to practice how AI assets are discovered across the enterprise, cleared through safety and risk checks before deployment, monitored in production, and measured for business value and ROI. Through guided discussion and decision-making, participants explore the UX trade-offs that enable speed without losing trust. Attendees leave with a clear mental model for designing scalable, trustworthy AI experiences.
Vibe Coding: AI-Driven Techniques for Building Better Products Faster
Vibe Coding is a modern, AI-assisted approach to building software that blends intuition, rapid feedback, and disciplined engineering. In this hands-on roundtable, we’ll explore practical Vibe Coding techniques that combine proven development practices with AI tools—including ServiceNow Build Agent and other leading AI coding assistants. Attendees will actively experiment, compare approaches, and learn how to use AI effectively without sacrificing quality, clarity, or control. Laptops encouraged.
SPM, CWM and EA Roadmap: What This Means for You
Explore upcoming innovations in Strategic Portfolio Management (SPM), Collaborative Work Management (CWM), and Enterprise Architecture (EA) that enable smarter planning, faster execution, and confident decision-making. In this roadmap session, you’ll get a forward-looking view of the product vision, see how these solutions are evolving to provide you with an AI-native experience, and learn how deeper integration across portfolio and work workflows will simplify execution and drive greater impact for your business.
The Bi-Modal ROI of AI
95% of AI pilots fail to create meaningful returns and it's not a technology problem. This session unpacks the cognitive and organizational failure modes behind stalled AI programs, then introduces a bimodal ROI framework: two parallel tracks where efficiency gains directly fund innovation and transformation. This theater session is the launchpad for From Pilot Purgatory to Real ROI: What's Actually Working for You?, 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.
SPEED: The "Silent Upgrade" Operating Model
Shell runs ServiceNow at enterprise scale. So upgrades, patching, integrations and governance must be repeatable. Learn how we built an “upgrade factory” that cut cycle time ~4× (12→~3 weeks) through standardized environments, automated change signals and a shift from project delivery to product ops. See how Event Management became our reliability “signal fabric” (ingestion, CI binding, correlation, remediation) to reduce noise and enable closed-loop ops. Finally, how these foundations speed safe GenAI with Now Assist. Leave with a Monday-ready checklist.
Scaling Smart: 67 HR Services in Six Months With Real ROI
At Vanguard, the world's largest asset manager, our employees, or what we refer to as our “Crew”, are everything. In only 6-months, Vanguard rapidly transformed HR and IT service delivery by scaling smart – migrating 67 HR services to a streamlined platform, launching centralized portals, and deploying Virtual Agents. This initiative enhanced crew experience, improved operational efficiency, and built the foundation for AI readiness. Doing case + knowledge management first enabled us to deliver manager hub, onboarding, offboarding, and Employee Center Pro. Next stop, GenAI.
AI-Powered Dispute Management: VISA’s Path to Operational Excellence
Join us as we explore how VISA DPS, in partnership with EY and ServiceNow, is transforming dispute management with an AI-powered solution. This innovative approach tackles the challenges of outdated systems, boosting efficiency and compliance. By leveraging AI, processes are streamlined, and reporting becomes more accurate. Attendees will discover how this initiative leads to increased revenue, better customer satisfaction, and significant cost savings, all while showcasing the real impact of AI in financial services.
User Experience Showcase
From the moment the decision is made to use the ServiceNow AI Platform, ServiceNow creators and implementers have so much to think about. Our user experience enablement pros will help you deliver a solution that is both delightful to use and solves your business' toughest workflow challenges. Engage in live interactive demos (and Q&A) every 30 minutes covering: Jobs to be done, designing voice, tone and content for AI, Horizon, vibe coding tips, and our user experience micro-certification course.
Customer Success AI Showcase
Your AI transformation starts here. Every 15 minutes, see live demonstrations of how ServiceNow Impact accelerators help you activate generative AI, deploy intelligent agents, build a sound CMDB foundation, and chart a strategic path to AI maturity — all on real instances. Whether you're just getting started or scaling what's working, discover how Impact compresses time to value and puts expert guidance behind every step of your journey.
Driving Value for Your ServiceNow Platform Using Tools You Already Have!
Join this session to learn how to leverage the platform you already own to manage your backlog, govern stakeholders, optimize platform economics, and deliver strategic value. Use data to drive decisions on what's requested, what's delivered, and what's coming next. Provide leadership with clear visibility and eliminate the constant “When will I get my thing?” questions. Shift from reactive chaos to proactive clarity, aligning delivery with business priorities and empowering teams to focus on what matters most.
Empowering Platform Owners: Using Now Assist to Triage the Backlog
Is it development or configuration? This question choked our backlog, requiring senior developer triage for every request. We broke the bottleneck by empowering our Platform Owners using the Now Assist LLM. We'll detail how we improved customer wait times using NASK and AI Agents, leveraging our standards and historical data. Learn about our prompts, data methods, and architecture that empowered POs to instantly route requests, accelerating quick wins and freeing up our development team for critical work and innovation.
Genius Lounge
Drop in all day, any time, to our Genius Lounge between your sessions and catch exciting mini-presentations, connect with our Expert Programs teams, and get answers to some of your burning questions!
How MetLife Used Generative AI to Modernize Legacy ServiceNow Workflows
Want to learn how a Fortune 50 company leveraged generative AI to modernize legacy ServiceNow workflows? Join us to hear how MetLife uses AI-powered analysis, automation, and testing to accelerate migration to Flow Designer—reducing technical debt, improving maintainability, and streamlining QA. Discover practical steps, challenges, and best practices, plus get actionable insights for applying AI and collaborating with ServiceNow on platform enhancements.
The Secret DataViz Speak Easy
Level up your data visualizations in ServiceNow. Go beyond basic charts and learn how to build custom Next Experience components using the ServiceNow SDK and Fluent. This hands-on session shows you how to integrate popular libraries like D3.js to create advanced visuals such as scatter plots, sunbursts, and more. Perfect for data pros ready to push past platform defaults.
You Down With MCP? (Yeah You Know Me!)
Learn how Managed Context Protocol powers ServiceNow’s AI Control Tower to deliver secure, scalable AI context. This 120-minute session covers MCP fundamentals, architecture, leading practices, and configuration. Then go hands-on to set up MCP connections, define boundaries, and test contextual orchestration. Leave ready to govern AI context with confidence.
From Ports to AI Portals: Creating Hamburg Port Authority’s Gateway to the World
Discover how Hamburg Port Authority transformed its digital landscape with a single, AI-powered intranet portal. Learn how structured content processes, intuitive design, and intelligent features created a unified gateway for employees, boosting efficiency and user experience across the entire organization. This session reveals the strategy, technology, and lessons behind building an intranet that connects people as seamlessly as global trade connects ports.
Gen AI 60 Day Challenge Success Story and Roadmap
On the heels of Knowledge ’24, the Defense Logistics Agency’s CIO challenged ServiceNow and Accenture to deliver Gen AI capabilities in just 60 days, enabling DLA to be the first federal agency with ServiceNow AI in Production. Hear our story about how we enabled 100+ members of our team on this brand-new capability in one day to exceed the 60-day challenge requirements and how that effort launched DLA’s ambitious ServiceNow AI roadmap. In 2025, the DLA CIO set forth another challenge – this time to enable Agentic AI capabilities in advance of being available in the Federal GCC environment.
Conversational Quoting in Minutes Not Days for Sales and Service
What if your reps could walk out of any customer meeting with a complete and accurate quote that’s ready to send? Conversational quoting from ServiceNow CPQ makes it real. Powered by next-gen AI and natural language, ServiceNow CPQ condenses the quoting process from days to minutes, eliminating the error-prone manual work and quoting delays that put revenue at risk. Join this session to see it in action.
From Conversations to Resolution: How AI Drives Action Across Service
Customers face long wait times. Service agents scramble across disconnected systems. Middle and back-office processes are stitched together by humans. AI flips that. This session walks through real-world scenarios showing how AI drives resolution across your organization - from omnichannel self-service to fulfillment in the middle and back offices.
Gen Z vs Gen AI: Preparing the Next Generation for an AI-Powered Workforce
Gen Z grew up swiping; Gen AI is rewriting. They're fluent in digital culture, eager for purpose and aware of AI's risks, yet lack tools to fully seize its potential. In this panel, ServiceNow brings Academic Partnership students from diverse universities into the conversation on how the next generation is preparing for an AI-powered future. Drawing on real student experiences in embedded curriculum, certifications and industry projects, we'll explore how Gen Z views AI's opportunities and risks, where education equips them, and where gaps remain. We examine how universities, employers and platforms can build skills, confidence and trust to keep pathways into the digital economy open and inclusive.
From Automation to Intelligence: Intuit’s AI-Powered Service Evolution
Discover how Intuit is redefining the service experience by embedding Now Assist into the heart of their operations. This session explores how Intuit moved beyond basic automation to achieve massive deflection, accelerated resolutions through Care Co-Pilot, and gained unprecedented "Experience Ownership" through AI-driven sentiment and quality insights.
How MCNC Unified Telecom CRM With Tenon Marketing Automation and ServiceNow
As ServiceNow reimagines CRM, MCNC demonstrates how telecom and broadband organizations can unify marketing, sales, and service for greater efficiency and impact. Using Tenon Marketing Automation, built on ServiceNow, MCNC connected customer data across its statewide broadband network— streamlining engagement, automating workflows, and improving visibility from lead to renewal. Join Tenon, MCNC, and ServiceNow to explore how connected CRM transforms telecom operations and customer experience.
Scaling Enterprise AI With Now Assist and AI Control Tower at HDFC Bank
Discover how India's largest private sector bank is using ServiceNow’s Now Assist and AI Control Tower to reimagine IT operations with governance, transparency, and measurable impact. From accelerating incident resolution and simplifying change management to ensuring responsible AI adoption across workflows, learn how HDFC Bank is transforming IT service delivery while staying compliant and in control.
Teach Your AI New Tricks: Customizing Now Assist With the Skill Kit
Now Assist comes packed with powerful, ready-to-use generative AI capabilities — but what if you could teach it to do even more? In this lecture and hands-on style session, you’ll learn how to extend and customize the Now Assist experience using the Now Assist Skill Kit. Discover how to personalize existing skills to match your organization’s language, data, and processes, and build entirely new generative AI skills powered by a model of your choice. By the end, you’ll know how to transform Now Assist into a tailored solution for your unique business needs.
The Enterprise Skills Advantage: Why Certification Still Wins
Certification is the primary motivator for SNU learners (80%+). A leadership‑led session on the value of credentials in an AI‑enabled world would resonate strongly.
The Technician's Day, With Less in the Way
A field user arrives, diagnoses the problem, fixes it, closes the job. Simple in theory—but every step carries an administrative tax: manual entry, forms filled from memory, parts logged after the fact, summaries written before a customer will sign off. This session walks through FSM AI capabilities built to remove that tax—instant work order creation, image capture to eliminate form entry, parts leakage prevention, and job summaries that write themselves. You'll leave knowing how these capabilities fit together across a field user's day.
Transform Agent Productivity With CSM Workspace Innovations
Learn to create a high-impact, AI-powered workspace that boosts service rep productivity. In this hands-on lab, you'll configure the latest CSM Configurable Workspace features — from color-coded list fields and chat tabs that help agents prioritize at a glance, to advanced form templates and collaboration tools that speed up resolution, to AI wrap-up and an enhanced KB article editor that helps capture value at close. Whether you're building a new workspace or enhancing an existing one, you'll leave with practical configuration experience and a clear path to bring these features to your own environment.
Transforming the Employee Experience: A Strategic Journey With ServiceNow HRSD
Discover how a leading Global People Services Director transformed employee experience using ServiceNow HRSD. Learn how smart planning, Capgemini’s expert partnership, and process excellence delivered scalable, intuitive services. Attendees will gain actionable insights into automation, self-service, and change management strategies that empowered HR teams and boosted efficiency. Explore how GenAI, Now Assist, and Agentic AI are shaping the future of personalized, proactive support—offering a bold roadmap to elevate your HRSD journey.
UGG: Achieving Lead-to-Loyalty Automation by Unifying CRM and Billing
CSPs are rapidly moving to SaaS agility and AI automation as legacy CRM and billing systems hinder growth and experience while being expensive to maintain. In this session, UGG shares how they unified ServiceNow CRM with Aria Billing Cloud to create an AI-powered lead-to-loyalty platform. Learn how this transformation has delivered agility, automation, and revenue acceleration through a seamless, intelligent customer and billing experience.
T-Mobile's Blueprint: AI That Eliminates Employee Busywork at Scale
T-Mobile faced a familiar challenge: disconnected systems and manual workflows pulling employees away from the work that matters. By deploying ServiceNow across HR, IT, and WSD, T-Mobile automated software provisioning, resolved 52% of HR cases same-day, and saved their security team 800 hours per month, the equivalent of five FTEs. In this session, hear how T-Mobile moved from fragmented processes to a unified AI-powered employee experience that delivers measurable ROI. Walk away with a framework to eliminate busywork, accelerate time-to-value, and free your people to focus on strategic work.
Ask the Experts: Boost Agent Productivity With Agentic Workflows and AI Agents
Join us for a practical session where we'll share tips and tricks for getting the most out of ServiceNow's out-of-the-box agentic workflows and AI agents. We'll cover what it actually looks like to trigger a workflow, watch it execute, and review what the agent accomplished when it's done. Then we'll open it up to your questions. If you're an admin or developer looking to get more out of out-of-the-box agentic workflows, this session is for you.
Build at the Speed of a Prompt: AI Tools That Search and Act Across Systems
The bottleneck in AI tool development is often the gap between "I know what I want to build" and "I know how to build it". From architecture decisions, connector set-up, and permissions, it can be weeks (or longer) before tool building begins. In this session, we'll close that gap live — starting from a real business requirement, we'll demo how Agent Architect, soon to be available, in Moveworks Agent Studio handles the decision layer so developers can move from idea to production-ready tool, without the overhead, as you extend your AI Assistant, available in ServiceNow EmployeeWorks, Teams, Slack, and web. You'll see what it looks like when an AI tool actually understands your environment, not just your prompt.
Idea to Installed in Minutes: Connect a Tool to ServiceNow EmployeeWorks
You've got business systems to connect and no time to waste writing custom scripts or managing time-consuming configuration. In this hands-on mini lab, you'll go from a blank canvas to a deployed, production-ready tool using your AI Assistant, available in ServiceNow EmployeeWorks, Teams, Slack, and web. You’ll configure connectors, set permissions, and test your tool through natural language in minutes. Whether you're just getting started or looking to speed up how you ship integrations, you'll leave with a clear, repeatable path from idea to installed. This hands-on mini lab is first come, first seated.
Prompt Like a Pro Now
In a world where AI is always on and ready to assist, the difference between “meh” and “mind-blown” often comes down to how you ask. This session will teach you how to craft high-impact prompts that turn the Now Assist Panel into your smartest teammate. Whether you're a seasoned pro or just getting started, you’ll walk away with practical techniques, real-world examples, and a few laugh-out-loud fails that show what not to do. Learn how to prompt like a pro because great AI starts with great questions.
The Intelligent Command Center Advantage: How Intelligent Spaces Unlock Enterprise Performance
Running live event operations at scale — with zero margin for failure — is the ultimate stress test. And it's already being solved with an Intelligent Command Center (ICC). In this session, learn how the ICC blueprint — born from the world of smart stadiums and live events — translates directly into a competitive advantage for any enterprise facing high-stakes, complex operations. From hospital networks and university campuses to smart cities and corporate headquarters, the ICC model is redefining how intelligent spaces are operated and optimized. This theater session is the launchpad for Venue to City: What Does Intelligent Operations Look Like at Your Scale? 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.
Ask the Experts: ServiceNow Model Providers
Join us to hear about our current ServiceNow model providers and upcoming roadmap. This session is great for those who want to ask questions about our model providers and gain more insights into the model providers we offer.
Ask the Experts: Knowledge Management
Join us for an engaging Ask the Experts session focused on all things Knowledge Management! This is your chance to connect with top industry professionals and get answers to your burning questions. Whether you're looking to deepen your understanding, solve specific challenges, or explore advanced features, our experts are here to help. Bring your questions, ideas, and curiosity, and leave with valuable insights and practical solutions. Don't miss this opportunity to learn from the best and enhance your Knowledge Management skills!
Want to Play in the Sandbox?
Developer Sandboxes are a really exciting new feature. They aren't a full replacement for having additional instances, but for some use cases they could be. Come learn how to effectively leverage them with your team, Development best practices with then, and also which use cases aren't a great fit (yet?).
Autonomous Data Governance—What It Is and Where It's Headed
What if your data governance could largely run itself? Autonomous data governance uses AI to automate stewardship, classification, policy enforcement, quality monitoring, and more. We'll discuss what it looks like today, where it's headed, and how ServiceNow is building AI-powered governance into the platform. Bring your toughest governance pain points.
PowerCo's Greenfield Approach—What Other Incubators Can Learn the VW Subsidiary
PowerCo proves a powerful example of a subsidiary of a multi-million automotive company: Volkswagen Group. After Year One, PowerCo’s mature ITSM and data foundation on ServiceNow is positioned as the training ground for AI-driven innovation. Hear what other incubators can learn about PowerCo's greenfield approach with ServiceNow as the central nervous system for its global manufacturing operations of electronic batteries—standardizing IT services, ensuring data integrity, scaling projects and risk management, and building an AI‑ready foundation to support rapid growth in the EV battery market.
Securing Access to Data From Human, AI Agent and Machines
We will go over all the different available access controls and how to use them when it comes to securing access to data from humans, AI agents, and machines.
Welcome Reception
Day one ends here. Now the real conversations begin. Join us on the expo floor for drinks, demos, and good company. Thank you to our Platinum sponsors.