Knowledge 2026
717 sessions, 88 canceled
From Manual to Autonomous: How MedStar Built an Agentic‑Ready HR Ecosystem
Autonomous HR requires more than digitizing forms—it requires true digital infrastructure. MedStar Health built an agentic‑ready foundation by moving from PDF‑based HRIS requests to automated, platform‑native workflows in ServiceNow HRSD. With Now Assist and direct file extracts to PeopleSoft, 75% of transactions now require no manual entry. Hear how MedStar unlocked capacity, improved data quality, and paved the way for agent‑driven HR operations.
Pfizer's ATF Journey: From Ad-Hoc Testing to Millions Saved in Upgrade Costs
Discover how Pfizer transformed ServiceNow upgrades from manual testing to enterprise automation, saving millions. Patrick and Preeti share their Automated Test Framework (ATF) journey: standardized provisioning eliminating failures, hierarchical test categorization enabling cross-squad collaboration, real-time dashboards for visibility, and Jira-integrated governance with full traceability. Their structured approach delivered smoother upgrades and caught critical bugs manual testing would miss. You don't want to miss this session!
Real-Time Operations: Fraud, Back Office and Customer Service in One Platform
In this session, Davivienda will share how the bank is revolutionizing its operational management through the implementation of FSO and Workflow Data Fabric. The speakers will discuss how they connected multiple systems into a single orchestration layer, removing friction across back-office teams and automating key processes. This evolution not only impacts operational efficiency, but also becomes a direct enabler of exceptional customer experiences, fully aligning operations with the bank’s long-term growth strategy.
AI That Works for Insurers: Accelerating Intelligent Operations
What if you could reduce claims leakage, accelerate underwriting, and eliminate swivel‑chair work without disrupting core systems? With DXC solutions built on ServiceNow, insurers modernize their highest‑friction processes first, delivering value incrementally and safely. By combining Agentic AI with intelligent workflows, DXC automates claims from FNOL to payment while streamlining underwriting intake and risk assessment. The result is faster, more consistent decisions and measurable business outcomes powered by a more connected, intelligent operation with DXC and ServiceNow.
The Operating Shift: When IT Starts Running Itself
This executive conversation explores how large enterprises are moving beyond automation toward truly autonomous IT. The discussion examines how agentic AI shifts IT from task execution to outcome engineering—enabling systems to sense, decide, and act across complex environments. Grounded in real enterprise experience, the session covers what it takes to operationalize autonomy at scale, including governance, trust, and change management, and highlights the practical steps organizations are taking to modernize IT operations responsibly and sustainably.
Modernise Safety: Australia’s Largest Bank Cuts Incident Reporting Time by 35 Percent
How did Australia’s largest bank reduce incident reporting time by 35% and modernize workplace safety? Commonwealth Bank of Australia (CBA) replaced fragmented systems with ServiceNow’s single, intelligent Health & Safety platform, integrating Rufus Readinow, Workday, and SolvInjury. Rolled out in phases, the program made safety proactive, data-driven, and human-centered, even within a complex enterprise environment. Join us to learn how innovation and integration simplified processes, enhanced insights, and delivered faster, smarter, and truly employee-centered outcomes.
ServiceNow Performance Testing: A Customer-Driven Approach
As enterprise platforms scale to meet modern business demands, performance isn't a feature — it's a foundation. This session pulls back the curtain on how ServiceNow rigorously tests performance and scalability with every release, ensuring the platform your business depends on gets faster and more resilient over time. In 2026, ServiceNow is taking that commitment further by co-developing scale tests in direct collaboration with the ServiceNow User Group — putting real customer workloads and expectations at the center of platform validation. This isn't testing in a vacuum. It's performance engineering shaped by the people who rely on it most.
Building Enterprise Digital Trust with Governed and Automated Workflows
Discover how Infosys partnered with DTE Energy to operationalize digital trust on the ServiceNow platform. This session showcases how DTE modernized certificate lifecycle management, strengthened SOX and NERC compliance, and piloted AI‑assisted IT service operations, moving from manual, risk‑prone processes to automated, auditable, and governed workflows. Join this session to learn how enterprises can scale resilience, compliance, and efficiency with the right balance of automation, AI, and governance.
Now on Now: Driving Customer Support Agent Productivity
In this session, you'll learn how we are using our AI platform to lower resolution times and enhance customer satisfaction. We are using AI agents to deliver context-aware knowledge and real-time recommendations, streamlining ticket handling so agents can focus on higher-value tasks.
Now on Now: Turning Knowledge Management Practice Into an Enterprise Capability
See how ServiceNow unified 30+ knowledge bases into a single, AI-ready framework that powers enterprise self-service and automation. Learn how we built governance, lifecycle management, and analytics into our process—then took the next step with AI-powered knowledge creation. By enabling AI to draft, validate, and continuously improve content, we’re scaling quality, trust, and efficiency across the enterprise.
Teaching Your Instance to Fix Itself With Agentic AI
Every admin wants an instance that doesn't just report problems but resolves them. In this session, we'll explore how Agentic AI can analyze logs, identify recurring issues, and even generate fixes before users notice something is wrong. You’ll learn how to design self-healing logic on ServiceNow that can transform maintenance from a reactive chore into proactive system intelligence.
CX/EX Innovation Through Omnichannel Integration: NTT DOCOMO’s Challenge
NTT DOCOMO, a top telecom provider in Japan with 2,053 stores and over 100 million d POINT Club members, is building a system to unify customer interaction data across web, in-store, and call centers in real time. By using AI to summarize previously siloed data, staff can access a full history of interactions, enabling more personalized service. This CX and EX initiative is progressing rapidly and is expected to become a cross-industry case study offering valuable insights for organizations pursuing experience transformation.
Enable Kidney Care Everywhere: Improving Patient Care Through Device Management
From hospitals to clinics to the patients’ homes, every device and facility plays a role for patients receiving kidney care. Fresenius Medical Care and Deloitte partnered on a ServiceNow solution to transform how 100,000 clinical and non-clinical assets are managed by 40,000 clinical staff, managers and technicians across 3,000 locations. The result: real-time visibility, fewer disruptions, lower risk, improved cost management, and more time for what matters most—patients. Join this session to see how innovation, collaboration, and compassion are shaping the future of healthcare operations.
Engineering at Speed: How Ferrari Powers Hypercar Performance With ServiceNow
In Ferrari’s Hypercar program, performance depends on collaboration, responsiveness and engineering excellence. In this session, Ferrari shares how the ServiceNow platform supports operations—capturing defects from testing and race activity, coordinating responses, tracking resolution across engineering, track and performance teams. By replacing fragmented tools with standardised workflows and shared visibility, Ferrari enables faster resolution, clearer ownership, and greater confidence. The session also explores how this foundation is evolving to support future performance demands.
Empower the Enterprise Through a Modern, Unified, Associate Platform
At Ulta Beauty, our goal is to empower the enterprise through a modern, unified, associate platform that transforms People Success processes elevating the associate experience, driving productivity, and enabling scaled support. Our multi-year effort will evolve our ways of working and will enhance ways the enterprise engages with People Success.
How SLB Is Elevating Their Customer’s Experience Using TPSM and ServiceBridge
Using ServiceNow TPSM, SLB has greatly improved client and support team experiences through easier use, faster routing, and integrated engagement. Service Bridge connects our ecosystem with clients for full visibility, while Engagement Messenger powers our SLB Support Assistant for in-app help. Outsourced Support centralizes joint venture tickets securely. GenAI will enhance handovers, speed knowledge creation, and reveal trends for continuous improvement.
Zespri Modernizes ERP With Zero Copy Connectors
Discover how Zespri, the world’s leading kiwifruit marketer, uses ServiceNow Workflow Data Fabric to modernize its legacy ERP. By accessing live SAP data through Zero Copy Connectors for ERP, Zespri enables zero-touch SAP account provisioning for faster onboarding, real-time master data for accurate decisions, and automated role and access management for secure workflows. These capabilities power AI-driven workflows on the ServiceNow platform, streamlining their global supply chain, finance, and operations.
AI That Finishes the Work: How Retailers Are Running Smarter Stores
The gap in most retail AI deployments isn't intelligence — it's execution. Models surface signals. Alerts pile up. Humans still close the loop manually. ServiceNow® AI Agents, built on NVIDIA AI, act on those signals end to end — across demand forecasting, pricing, inventory, and customer offers — within the governance and business rules your enterprise already operates in. In this session, we'll hear directly from retailers — including Academy Sports + Outdoors — on what it actually takes to move from AI experimentation to enterprise-wide impact.
Non-Negotiables for Shifting From Legacy to AI-Powered Agility
How do you turn ServiceNow® into a true engine for speed and innovation? Discover how a global enterprise unlocked AI-powered agility, accelerated decisions, and built a future-ready digital core at scale.
How SentinelOne Powers Fast, Frictionless Quoting With ServiceNow CPQ
Years of accumulated technical debt had turned quoting into a bottleneck — slowing reps, frustrating buyers, and limiting growth. SentinelOne partnered with ServiceNow to lead a full CPQ transformation: eliminating complexity, embedding AI-powered configuration and validation rules, and building a scalable platform designed for future growth. The result? Reps quote faster, error-free — with intelligent upsell built in. Discover how SentinelOne turned CPQ in a competitive advantage.
Human and AI: TD Bank’s Formula for Platform-Driven Innovation
TD Bank is shifting from transactional IT to a value-centric enterprise platform. This session explores how TD bridges platform capabilities with business value realization using ServiceNow Customer Success and Impact. Attendees will learn how TD Bank mapped platform metrics to business KPIs, expanded across HR, procurement, and compliance, and applied its "Recipe for Success" to drive delivery excellence with Expert Services. Expect real metrics, candid lessons, and a conversational format to spark engagement.
Secure Your Entire Software Supply Chain
As the race to release software accelerates, security often becomes a bottleneck, leaving enterprises drowning in security noise from disconnected tools that lack real-world context. This challenge is only amplified by AI-assisted coding. Join us for a 30-minute spotlight on Armis Centrix™ for Application Security, a next-generation approach designed to unify your AppSec ecosystem. This session explores a comprehensive posture management system that bridges the gap between security and development to transform fragmented data into actionable, risk-aware defense.
Your Guide to AI Maturity: Charting a Path to ROI
AI maturity isn’t a destination. It’s a leadership imperative. This hands-on workshop invites business leaders to collaborate with experts and peers to uncover what it takes to lead in AI. Through guided discussions about the Enterprise AI Maturity Index, attendees will walk away with a clear understanding of where they stand on the AI maturity curve, what Pacesetters are doing differently to realize 160% ROI, and actionable next steps to move from AI experimentation to business reinvention.
Your CX Transformation Roadmap: Delivering Human Experiences at the Speed of AI
Discover how leading organizations revolutionize CRM by putting AI to work for people, not replacing them. Learn how AI eliminates the multi-screen shuffle, enabling customer service reps to deliver exceptional service with genuine empathy and efficiency. Through real-world examples and interactive discussion, explore proven frameworks for AI augmentation and practical implementation roadmaps from organizations already succeeding. Walk away with actionable insights to empower your team, a vision of AI-enhanced CRM, and concrete next steps for your transformation journey. This Exchange Suite picks up where AI is deployed. Customers are still frustrated. What is the gap and how do you close it? theater session left off. If you haven't attended that session yet, we recommend starting there — then come here ready to dig in with your peers. Can't catch the theater session first? No problem — we'll open with a quick recap before diving into the discussion.
Redesigning Contact Centers with AI Agents — Key Lessons from Real Operationsー
This session presents an end-to-end service operation for coffee machine maintenance using ServiceNow by integrating Customer Service Management (CSM) and Field Service Management (FSM). Customer inquiries received by the contact center are managed and prioritized in CSM, then connected to FSM for work order creation and engineer dispatch. By unifying inquiry handling and field service operations on a single platform, we improved operational efficiency, and visibility across teams. The session shares key design principles, integration points, and lessons learned from real-world operations.
Accelerating JTB’s Digital Workflow Transformation With ServiceNow and AI
JTB positions IT as a strategic asset to achieve sustainable growth and establish competitive advantage, actively advancing the development of its utilization infrastructure. This session will present practical examples of business process reform and digital transformation achieved through the use of ServiceNow and advanced AI. ServiceNow's digital workflows and AI significantly reduced lead times to approval completion, accelerated inquiry responses, and enhanced user experience. We will share initiatives and outcomes that led to reduced manual tasks and improved operational efficiency.
All Nippon Airways: Elevating Employee Experience With ServiceNow
All Nippon Airways (ANA) has begun building a comprehensive EX platform on ServiceNow to transform the employee experience. By building a platform that integrates workflows, processes and data, they aim to enable their 40,000+ employees to focus on delivering world-class customer service. This session will focus on why and how ANA chose to transform their processes and choose ServiceNow to change their culture towards their DX. Find out how they are building a foundation that allows employees to spend more time doing what only humans are good at - creating exceptional customer experiences.
Building an AI Service Desk With NowAssist at Chubu Electric Power
We are modernizing and automating our IT service desk with ServiceNow Now Assist to improve operational efficiency, optimize costs, and enhance the user experience. In this session, we will share our journey from planning through implementation and the insights we gained along the way.
Driving Operational Efficiency: NRI’s Internal Portal Transformation
Nomura Research Institute (NRI) is currently revamping its internal portal using ServiceNow’s Human Resource Service Delivery (HRSD). In this session, we will share the background behind our decision to adopt HRSD and present specific use cases that delivered rapid efficiency gains. Furthermore, we will discuss our strategic approach to navigating common challenges in the portal renewal project, such as securing stakeholder buy-in and investment approval, to ensure the project’s successful advancement.
Enhancing Corporate Value Through Legacy System Modernization With AppEngine
Mitsui & Co. is a global enterprise operating across seven business segments, driven by our DNA of “Challenge and Innovation.” In our Mid‑Term Management Plan, we position DX and AI as key drivers of corporate value. This session introduces how we built back‑office systems on ServiceNow App Engine to integrate data end‑to‑end—from opportunity design through approval to performance management—enabling unified management, improving decision‑making speed and quality, and contributing to enhanced corporate value.
Scaling the World’s Leading Zero‑Touch Inter‑Operator Automation
NTT DOCOMO has demonstrated the real impact of zero‑touch operations, achieving a 35% reduction in operational workload and eliminating night‑shift rotations. Building on this proven success, we are now extending automation across operator boundaries. This session shows how the ServiceNow AI Platform enables automated cross‑operator ticket exchange, enhanced service assurance for roamers, and a scalable foundation for future standards‑aligned interconnects. We also share key learnings, practical architecture, and how automation helps harmonize diverse operational practices across borders.
SOMPO Systems: 10 Years of IT Transformation With ServiceNow Excellence
SOMPO Systems, the IT subsidiary of Sompo Japan (one of Japan's leading non-life insurance companies with 20 million customers), has strategically leveraged ServiceNow for approximately 10 years since 2016, strongly supporting Sompo Japan's business. Beyond advanced utilization of ITSM, we actively promote unique function development and citizen development. Furthermore, we are continuously evolving our IT operations by enhancing event management with ITOM. At Knowledge26, we will provide a detailed introduction to these specific initiatives.
The Next Agentic ITSM: Unifying Service Channels Into an Intelligent Hub
Large-scale organizations often struggle with fragmented service channels across IT, HR, and corporate functions, creating inconsistent user experience and rising costs. In this session, we share our journey toward The Next Agentic ITSM by unifying service channels into a single intelligent hub. By consolidating inquiries and requests on ServiceNow, structuring data for automation, and leveraging AI to deliver generated knowledge and conversational support, we transformed disconnected workflows into a scalable, data-driven service model that reduces help desk costs.
Driving Back-Office Innovation Through AI Agents
As part of the Hitachi Group, we provide system integration services across sectors such as government, telecom, and energy. To improve back-office efficiency, we introduced RPA for automation and are now exploring generative AI. In this session, we will present a case study demonstrating where ServiceNow’s AI Agents helped us boost efficiency and reallocate time and talent to new, value-creating initiatives.
Enabling AI at Scale Through Raptor DB Pro Performance Transformation
This session presents how NTT DATA improved performance on a large-scale ServiceNow platform through migration to Raptor DB Pro. We share response time improvements for online transactions, along with lessons learned from large-scale migration while continuing development. We also discuss remaining performance challenges and optimization. In addition, we introduce AI initiatives for both development and end-user use cases, and how we are evolving from task-based automation to Zero Touch operations using Now Assist.
Operationalizing AI Agents at Scale for Mission-Critical Workflows
Enterprises are moving from isolated AI assistants to coordinated teams of autonomous digital workers that can execute end-to-end workflows and meaningfully augment human work. In this session, we’ll show how NVIDIA and ServiceNow are collaborating to help enterprises securely deploy an autonomous workforce that takes action and delivers outcomes. Learn how to streamline operations, boost productivity, and give your employees time back by offloading complex, multi-step tasks to intelligent digital workers.
Creating a Robust and User Appealing Service Portal
How does the ITS organization create a Service Portal that is engaging and intuitive for the whole company? You have to balance not only a consistent theme from all the organizations that are housed in the portal but also what will resonate with a company of various disciplines and generations. You have to find a way to allow users to find what they are looking for in the most simple way. How do you organize hundreds or catalog items? How do you allow for users to quickly find what they are looking for?
AI-Enabled Shipment Booking Automation Using ServiceNow as the Orchestrator
Discover how to transition from manual execution to an AI-led operating model by redesigning a critical shipment booking process into an end-to-end, AI-driven workflow. The session would outline the scalable blueprint established for future automation, leveraging ServiceNow AI/LLM capabilities and integrations (e.g., CargoWise, Microsoft Vortex, Rossum), and reflect on business impact, governance considerations, and scaling potential.
Building Agent-to-Agent Cross-Enterprise Workflows
The AI-powered enterprise is often hindered by siloed systems and fragmented workflows. Explore how Google Cloud & ServiceNow® are breaking down these barriers with Agent-to-Agent protocol, enabling a new paradigm of cross-enterprise automation. With real-world use cases, see how this interoperability between Google's Gemini and ServiceNow's Now Assist is transforming core business functions, from autonomous IT operations to industry specific solutions. Leverage this ecosystem for accelerated efficiency, automation and unlocked ROI. The future of work isn't just AI—it’s interconnected agents.
Leveraging SPM for Global Capital Approval Requests
By utilizing SPM's Demand Management, Vertiv have significantly improved their approach to handling capital projects. SPM's Demand Management has equipped Vertiv with the tools to make data-driven decisions, enhancing their ability to align projects with strategic business goals. The transparency and visibility provided by this system have also facilitated better communication and collaboration among stakeholders, leading to more informed and timely project approvals.
160 Developers, 72 Hours, Zero Chaos: The Architecture That Made It Possible
Twice in two years, Hack4Good brought 160 developers together to build production apps for nonprofits. At Knowledge 2024 and 2025, we delivered apps for Technovation and March of Dimes in 72 hours each serving 10,000+ users today. Discover the architectural patterns and governance frameworks that made this possible. Learn how to design apps for massive collaboration, implement flexible governance, and deliver at speed. You'll walk away with reusable templates, governance frameworks, and story-based development structures. Proven patterns you can apply immediately!
60 Seconds to War Room: Automated MIM Response: SOW, Integration Hub & AI Agents
When a flagship site goes down at Cox Automotive, every second counts. Manual incident response such as creating bridges, paging teams, spinning up channels costs time you don't have: slower MTTR, wider blast radius, burned-out responders. This session shows how Cox Automotive's Enterprise Operations Team built a fully autonomous war room that deploys in under 60 seconds. Powered by ServiceNow orchestration and an AI triage layer that surfaces context before anyone joins the bridge, responders arrive informed, not orienting. You'll leave with the blueprint and the business case.
The New Era of Employee Experience: Redefining IT Services through AI-Driven Predictive Support
Employee expectations for support have risen to demand fast, intuitive, consumer-grade outcomes, rendering traditional IT catalogs and ticketing models insufficient for today's complex, hybrid work environment. This presentation details our strategy for transforming a fragmented, reactive support system into a unified, proactive, and intelligent experience.
NCR Atleos: From Reactive IT to Reliable Operations
NCR Atleos manages a complex, distributed environment spanning on-prem datacenters and four cloud platforms. To get ahead of the noise, they built a unified IT operations foundation on ServiceNow ITOM Visibility, ITOM Health, and CMDB — integrating monitoring tools including SolarWinds, Nagios, Azure Monitor, and AppDynamics into a single Event Management framework. The result: less alert noise, fewer surprises, and CMDB data accurate enough to actually improve ITSM decisions. If your team is dealing with visibility gaps, alert fatigue, or CMDB quality issues, this session is worth your time.
ServiceNow Workplace Solutions: AI-Powered Transformation Roadmap
Discover how ServiceNow is reimagining Workplace Service Delivery and Health & Safety with AI at the core. Product leaders will share the roadmap and key investments across three key areas: supporting employee productivity with the right spaces, services, and amenities; modernizing how organizations manage spaces; and reducing safety risks to keep businesses running.
Fujifilm’s ITSM and ITAM Journey-Driving Global IT Efficiency Through ServiceNow
Fujifilm is advancing its global IT operations by implementing IT Service Management (ITSM) and IT Asset Management (ITAM) using the ServiceNow platform. In this presentation, we will share the benefits we have gained from standardizing ITSM processes with ServiceNow, as well as insights and outcomes from our ongoing ITAM project, which is focused on future IT asset management and planned expansions.
「学ぶこと」は投資になるのか？ ―ServiceNowコンピテンスとAI時代の人材価値を再定義する
ServiceNowの人材育成は、本当にビジネス価値を生み出しているのか。 本セッションでは、データから学習投資の効果を紐解くとともに、株式会社メルカリの「外注依存から開発内製化への転換」事例をご紹介いたします。 AI時代のコンピテンス戦略を、数字と実体験の両面から考えます。
Aligning Enterprise Transformation: Scaling Intentionally, Not Reactively
Enterprise transformation rarely fails due to technology. It stalls when platforms scale reactively instead of deliberately. Hear how Westlake expects to improve asset visibility by over 40%, reduce software costs by $12-14m, and reduce manual processes by over 30% by evolving ServiceNow® beyond ITSM and ITOM into Hardware and Software Asset Management. With Strategic Portfolio Management and Employee Center next, the focus shifts to scaling with clarity, not complexity. If you’re shaping your platform roadmap, this session shares practical lessons for sustainable success.
Transforming Relationship Banking in the Heart of the Amazon With AI Agents
Banco da Amazônia is redefining relationship banking with AI Agents, built entirely on ServiceNow using App Engine, Now Assist, FSO, and Field Service Management. Designed to empower managers with intelligent insights, objection analysis, and personalized recommendations, the solution automates calls, scheduling, and visit tracking integrated with Microsoft 365. Early indicators project a 25% improvement in satisfaction, 15% higher conversion, and 30% less manual effort. Using AI to personalize service, expand financial access, and strengthen sustainable development across the Amazon.
From Managed Services to Autonomous Operations: Xerox IT Solutions’ AI Platform
The era of traditional managed services is ending. Built on people, tickets, and reactive workflows, the model can’t keep up with today’s complexity. A new model is emerging: autonomous IT. In early 2026, Xerox IT Solutions launched an AI-powered platform on ServiceNow that unifies operations, automation, procurement, and real-time intelligence. This session explores how Xerox has transformed its business and delivery model —and what it means for the future of IT operations.
