Knowledge 2026
717 sessions, 88 canceled
Transforming IT Support Through AI-Powered Ticket Resolution
The application of generative AI in enterprise support is redefining how employee tickets are resolved at scale. By integrating intelligent classification, retrieval-augmented response generation, and robust guardrails, organizations can now deliver instant, accurate, and human-like resolutions to routine tickets. This session explores how AI-driven automation reduces resolution times from days to seconds while enhancing employee satisfaction and operational efficiency.
EA by Design: Arizona Public Service and the Roadmap to Enterprise-Wide Success
Enterprise Architecture unlocks the full potential of ServiceNow's platform by converging capabilities that each extract value from the same data in isolation. Together, they shift lifecycle management from inventory to intelligence, deliver insight across executive, technical, and governance stakeholders, and make data quality a shared responsibility. Leave with a practical framework for treating these capabilities as complementary lenses on a single source of truth.
How to Build Agentic AI You Can Trust
In this session, we explore how organisations can design, test, and validate agentic AI systems with trust and accountability. We’ll show how to ensure AI agents act reliably, meet compliance standards, and deliver measurable value. Attendees will learn practical methods for testing agent inputs, outputs, and actions, building audit-ready evidence, and applying governance frameworks that give leaders the confidence to scale AI responsibly and stand behind every decision their agents make.
Asset Management Roadmap: Automate Asset Lifecycles With Agentic AI
Stop playing defense with your assets and take control of wasted spend, audit chaos, and unexpected breakdowns. Discover how ServiceNow Asset Management helps manage the entire lifecycle of every asset, from software and cloud infrastructure to laptops and operational equipment, with an AI workforce handling the busywork. Whether you're tackling rising cloud and AI costs, drowning in software audits, or tracking assets from hard hats to heart monitors, discover how to turn IT and physical assets into strategic levers that drive real business outcomes. Get the roadmap to asset control.
HR Service Delivery Roadmap: Autonomous HR Powering the Future of Work
With Autonomous HR, employees get the help they need when they need it; managers are empowered to help their teams grow and succeed; and HR teams can focus on strategy, not tickets. With AI Agents, organizations can unlock productivity and free up time to focus on what matters. Join this session to see the HR Service Delivery roadmap and how it's changing the future of work for everyone.
AI Control Tower: The Operating System for Enterprise AI Governance
How do you govern AI that moves faster than your approval process? Traditional approaches like review committees, policy documents, and manual oversight weren't designed for the AI era. AI Control Tower is ServiceNow's answer: an autonomous operating system that discovers AI as it appears, enforces policy in real time, protects sensitive data, and proves compliance without manual audits. This session previews the upcoming roadmap for AI Control Tower and how it orchestrates your governance portfolio, including ServiceNow Vault, AI Guardian, and AI Agent Fabric.
ServiceNow AI Roadmap: AI That Thinks, Workflows That Act
AI without workflows is just expensive advice. AI inside workflows is autonomous enterprise execution. In this session, find out how we're embedding AI into the platform that powers 80 billion workflows every year. We'll share a first look at our roadmap: from a conversational AI front door with enterprise search to an Autonomous Workforce of AI specialists that do jobs end-to-end. See how AI Control Tower governs every AI asset and identity. Explore enhancements to the AI builder experience. And discover the advantage of AI built on 20+ years of enterprise workflow expertise.
The ServiceNow Platform Roadmap: Where AI Meets Enterprise Confidence
AI without visibility is a gamble. AI without control is chaos. ServiceNow is the only AI platform contender built on a foundation of clearly mapped technology and data. One platform. No silos. Complete visibility across your enterprise. This is what makes AI trustworthy at scale. Join this session to hear from ServiceNow product leaders where we're going next. Deeper AI-native workflows. Smarter data intelligence. Experiences that adapt to every user. Security that lets you move fast without breaking things. The result? AI that's powerful and predictable. Innovation without the chaos.
Banking and Insurance CRM Roadmap: Agentic AI for the customer experience
Join Financial Services Operations (FSO) Product leaders, U.S. Bank, and Travelers to explore how Agentic AI is transforming banking and insurance — from the first customer interaction to final resolution. See what's possible when AI moves at scale with the governance guardrails financial services demands, and get a first look at what's new and what's coming next across the FSO portfolio.
CSM Roadmap: AI Handles the Volume, Agents Handle Moments That Matter
ServiceNow CSM product leaders share the latest innovations and what's ahead—from AI agents that handle high-volume requests end-to-end, to agentic workflows that triage, validate, and route cases before a human touches them. This session covers new capabilities across self-service, the agent workspace, and administration, organized around the releases shaping 2026 and beyond. You'll see how CSM connects front-office service to the teams behind it—operations, finance, field service—so work flows across departments on one platform. Walk away knowing what's available now and what's coming next.
Sales CRM Product Roadmap: Accelerate Revenue With AI-Guided Selling
Discover the latest innovation powering ServiceNow Sales CRM across Sales Force Automation, CPQ, Order Management, and Partner Relationship Management. You'll hear from our product leaders as they walk through our newest capabilities and 2026 roadmap, including AI's role in transforming the lead-to-renewal process. Learn how our unified, connected approach powers omnichannel revenue generation, drives growth, and reduces cost and complexity. Plus, see how ServiceNow AI Agents are helping teams sell more and sell faster.
Technology Industry Roadmap: AI Across the Customer Lifecycle
See how ServiceNow is applying AI across its Technology industry products to improve the end-to-end customer lifecycle. This roadmap session highlights what happens when sales, support, and customer success teams work from connected data and workflows - reducing friction and accelerating customer value.
Workflow Data Fabric Roadmap and Strategy
Most data fabrics are built for dashboards, not decisions. Integrations, not actions. ServiceNow Workflow Data Fabric is different. By connecting, contextualizing, and controlling your data, we turn probabilistic chatbots that answer questions into context-aware AI agents that take action. Join this roadmap session to explore the latest and upcoming innovations that get your enterprise data AI-ready. See why thousands of customers rely on Workflow Data Fabric to execute billions of transactions, power millions of workflows, & deliver AI agents that move from insight to action on one platform.
Public Sector Roadmap: CRM Built for the Mission
Government agencies don't need another bolted-on CRM. They need one platform that orchestrates across missions. See how ServiceNow is redefining CRM for public sector with an AI control tower, agentic automation, and integrated workflows spanning benefits eligibility, emergency response, and agentic case management. Hear directly how state agencies are transforming constituent service, about key partner integrations, and get a first look at the product roadmap for Autonomous, Human Government—where AI handles the routine so your people can focus on the mission.
Putting OpenClaw To Work for the Enterprise With Project Arc and Action Fabric
AI Agents crossed a line. Agents like OpenClaw no longer just help; they execute. Ambient and unbounded, they take a goal and drive work to completion. ServiceNow Action Fabric makes the AI Platform natively accessible through a governed control plane to this new class of agents, turning existing workflows and business context into actions invocable by any AI agent, wherever your employees work. Project Arc is what this looks like in practice: a long-running, self-evolving autonomous agent built for the enterprise that figures out the path across ServiceNow, the terminal, local files, and every application your team touches: Secured by NVIDIA OpenShell, governed by AI Control Tower, and powered by ServiceNow Action Fabric. We'll show both live. T-Mobile joins us to share how they're already putting Action Fabric to work with ServiceNow’s MCP Server, while NVIDIA will demonstrate how OpenShell brings trust and security to autonomous agents like Project Arc, at enterprise scale. The agent-first era is here. This is how the ServiceNow AI Platform meets this moment.
Now on Now: Expanding Autonomous Service Desk to HR, Finance and Beyond
After achieving an autonomous IT service desk, we are taking what we have learned and extending autonomous service desk across the enterprise from HR, Finance and beyond. This is a rare opportunity to hear directly from three executives leading this transformation at ServiceNow—learn how they're approaching this ambitious goal, what's working, and what challenges they've overcome.
ITOM Roadmap: Your Path to Autonomous IT Operations
AI is reshaping IT operations from reactive firefighting to autonomous systems that prevent problems before they strike. Discover ITOM's roadmap to Autonomous IT with unified agentic workflows across ITSM and ITOM for seamless automation from detection to resolution. See AI SRE for Observability, LEAP-powered automation, simplified ACC/MID/discovery management, and enhanced Service Graph capabilities that unlock CMDB value. Gain complete visibility, eliminate noise, accelerate resolution, and achieve zero unplanned outages. Get your blueprint to transform IT ops from managed to autonomous.
IT Service Management Roadmap for Your Journey to Zero-Touch Support
Want to see what’s new with ITSM and how ServiceNow helps transform Autonomous Service Operations (ITSM + ITOM)? Join this session to learn the product vision and discuss key new capabilities, including AI advancements, expected in 2026 and into 2027.
AI App Development: Vision and Strategy for AI-Powered Development
Vibe coding is everywhere but most tools generate code without understanding your workflows, data, or policies. That's hype. Production means AI agents that build governed applications on a platform designed for enterprise scale. This session cuts through the noise with App Engine's vision, strategy, and roadmap for making vibe coding real: how Build Agent turns intent into working apps, how governance stays automatic, and how your teams will extend workflows and run unlimited applications safely.
Retail Product Roadmap, With Rossmann On Scaling Agentic AI for Frontline Teams
Get a firsthand look at what ServiceNow is building for retail and hospitality. We'll walk through the product roadmap and demo innovations coming to customer service, store operations and frontline workforce — including agentic break-fix workflows, AI Voice Agents for hands-free store support, store audit workflows, and shift scheduling. We'll sit down with Rossmann, one of Europe’s leading drugstore chains, and learn how running AI agents across thousands of stores enhances the frontline associate experience.
Telecom Industry Roadmap: Scale With AI Across the Service Lifecycle
ServiceNow is investing in industry-specific innovation to help Communication Service Providers break free from patchwork systems and scale autonomous workflows across their entire service lifecycle. Get a first look at what's coming next for sales, service, and network: new capabilities designed to eliminate silos, reduce manual handoffs, and unlock growth for CSPs.
Speakeasy Customer Panel: Moving to ServiceNow to Up Level Experiences With HR
In this unique, interactive experience, a panel of your peers will have an open and honest discussion about why they chose to switch from a legacy HR-centric application to ServiceNow. Our panel of customers will candidly discuss a range of topics, including implementation, lessons learned, quantifiable business benefits, innovation opportunities, how they're optimizing their investment in ServiceNow, and improving employee experiences. This informal session will not be recorded or broadcast, so don’t miss your opportunity to attend and engage.
Speakeasy Customer Panel: Moving to ServiceNow Customer Service Management
In this exclusive, off-the-record session, real customers pull back the curtain on their decision to leave legacy CSM behind for ServiceNow. No scripts, no slides, just honest conversations about what drove the switch, lessons learned from their implementation, measurable results they're seeing today, and what they wish they'd known from the start. Panelists will share how they're pushing their ServiceNow investment further with AI and automation. This session will not be recorded or broadcast, so don’t miss out.
Now on Now: One Platform, Every AI Use Case—Our Operating Model for AI at Scale
When AI initiatives multiply faster than you can track them, the risk isn't moving too slow — it's losing sight of what's actually working. In this session, ServiceNow shares how we built an operating model to manage a sprawling AI ecosystem without losing control of value or velocity. See how SPM serves as the system of record for tracking AI use cases across their full lifecycle, while AI Control Tower governs adoption metrics and post-production oversight. The result: a portfolio-driven approach that turns AI chaos into compounding business outcomes.
Now on Now: Autonomous Agents in Customer Support—Hype vs. Reality
Autonomous agents are everywhere — but what actually works in customer support today? In this candid Customer Zero session, our customer experience leaders separate hype from reality, sharing lessons from deploying autonomous agents inside ServiceNow. We'll cover failure modes, trust and safety guardrails, where autonomy delivers real value, and where humans must stay in the loop. Includes concrete design patterns, success metrics, and a forward look at what "autonomous" will mean over the next 12 months.
Now on Now: How We Turned CPQ Complexity into a Guided Selling Experience
CPQ should accelerate deals, but for most teams, it slows them down. In this session, see how we use AI to power an intuitive, guided selling experience that handles that complexity end to end, reducing errors, shortening quote cycles, and giving sellers a tool they actually want to use. We'll walk through the approach, the outcomes, and what we learned along the way. Leave with a practical approach to making CPQ scale, no matter how complex your catalog
Now on Now: Enabling SOC Teams to Adopt GenAI While Tracking Productivity
Learn how ServiceNow's security teams use Now Assist in Security Incident Response to investigate and resolve incidents faster. The AI agent automates repetitive tasks, synthesizes past incident data, and provides real-time recommendations — helping analysts respond more accurately under pressure. We'll share measurable improvements in efficiency and risk mitigation from our internal use, demonstrating the real value AI agents deliver for security operations.
Now on Now: How We Run AI-Augmented Support at Scale
ServiceNow runs its global customer support organization on the same AI-powered platform our customers deploy. In this Customer Zero session, CCx leaders share how AI-augmented support works in production — combining Now Assist, autonomous agents, and human expertise to drive outcomes. We'll cover deflection, time-to-resolution improvements, and CSAT impact, plus the operating model, guardrails, and metrics. Attendees leave with a deployable playbook, not a product pitch.
Now on Now: How We Deployed Our First L1 Service Desk AI Worker
ServiceNow's Digital Technology team deployed an autonomous AI worker that resolves common L1 IT issues before a human ever gets involved. In this session, we walk through how we built, tested, and launched our first AI Worker in production — what it handles, how we governed it, and what we learned along the way. A real customer zero story from the team that runs ServiceNow's own IT.
Now on Now: How to Get Started on Your AI Governance Journey With AICT
As AI scales across the enterprise, governance can't be an afterthought. This session introduces and demos AI Control Tower (AICT) — a centralized command center to govern, manage, and track AI across your organization. We'll walk through standing up an AI asset inventory, automating governance policies, and connecting AI initiatives to business value through real-time dashboards. Walk away with a practical roadmap to move from AI sprawl to governed, responsible AI at scale.
Now on Now: How GBS Scaled AI-Native Operations With 30+ Agentic Use Cases
ServiceNow is leading its own AI transformation — Now on Now in action. This year, we deployed 30+ AI use cases across Finance and Supply Chain, delivering measurable business value from within. Now we're going further: agentic AI for ERP operates in real time, autonomously resolving exceptions and driving decisions once dependent on human intervention. We're not just adopting AI — we're proving what an AI-native enterprise looks like at scale, using ServiceNow to transform ServiceNow.
Now on Now: From Portal to Conversation—Transforming the Employee Experience
When ServiceNow replaced traditional employee portals with Janus, our conversational AI platform, we transformed how 30,000 employees find answers, stay productive, and navigate their workday. This session takes you inside our implementation journey: the employee insights that shaped our approach, the design decisions that drove engagement, and the experience challenges we navigated along the way. Walk away with a practical playbook for leading experience-driven AI transformation at enterprise scale.
Now on Now: How Sales, Support, and Success Unite to Resolve Escalations Fast
When a customer risk signal fires, every team that needs to act should already know. In this session, learn how ServiceNow built Customer Risk Intelligence and Response on TPSM — an automated escalation framework that detects critical risk, identifies impacted fulfillment teams, and pushes coordinated notifications in real time. We'll walk through the exact configuration: risk signal logic, automated notification workflows, and cross-team coordination patterns that compressed response time from hours to minutes. Leave with a replicable playbook, not a slide deck.
Now on Now: Enabling SOC Teams to Adopt GenAI While Tracking Productivity
Learn how ServiceNow's security teams use Now Assist in Security Incident Response to investigate and resolve incidents faster. The AI agent automates repetitive tasks, synthesizes past incident data, and provides real-time recommendations — helping analysts respond more accurately under pressure. We'll share measurable improvements in efficiency and risk mitigation from our internal use, demonstrating the real value AI agents deliver for security operations.
Now on Now: How GBS Scaled AI-Native Operations With 30+ Agentic Use Cases
ServiceNow is leading its own AI transformation — Now on Now in action. This year, we deployed 30+ AI use cases across Finance and Supply Chain, delivering measurable business value from within. Now we're going further: agentic AI for ERP operates in real time, autonomously resolving exceptions and driving decisions once dependent on human intervention. We're not just adopting AI — we're proving what an AI-native enterprise looks like at scale, using ServiceNow to transform ServiceNow.
Now on Now: From Knowledge to Answers—Next-Gen Self-Service With GenAI
Customer self-service is the #1 pain point in support. This session shows how CCx rebuilt the Now Support experience using GenAI-powered search, RAG, intent detection, and conversational AI. We'll share how knowledge was re-architected, how AI answers are governed, and how real deflection ROI was achieved in production. Walk away with a concrete blueprint for modern self-service — spanning portal design, search architecture, and virtual agent strategy — ready to apply immediately.
Now on Now: From Portal to Conversation—Transforming the Employee Experience
When ServiceNow replaced traditional employee portals with Janus, our conversational AI platform, we transformed how 30,000 employees find answers, stay productive, and navigate their workday. This session takes you inside our implementation journey: the employee insights that shaped our approach, the design decisions that drove engagement, and the experience challenges we navigated along the way. Walk away with a practical playbook for leading experience-driven AI transformation at enterprise scale.
Now on Now: How ServiceNow Uses IRM for End-to-End Risk Management
Siloed risk data slows everything down. In this session, learn how ServiceNow's own CIO organization uses IRM to manage the full lifecycle of IT risk — from risk identification and controls to issues management and resolution. We'll share how we broke down silos, improved visibility, and built a program that scales. Walk away with a practical model you can apply to your own environment.
Now on Now: How We Rolled Out Moveworks for Employee Support
ServiceNow deployed Moveworks internally and lived to tell the story. In this session, we share the real deployment experience — what we planned for, what surprised us, and what's next for AI-powered employee support inside ServiceNow. If you're evaluating or implementing Moveworks, this is the customer zero perspective you won't get from a product demo.
Now on Now: How We Tuned AI Search to Deliver Grounded Answers
Search isn't about finding links to content anymore - it's about getting answers. In this session, we'll share how we optimized AI Search to deliver grounded answers across employee and customer experiences - using RAG to retrieve and generate responses that are accurate, current, and traceable to real source content. We'll get specific about what actually moves the needle: from knowledge readiness to retrieval tuning - and how we measure what "good" looks like. Practical, concrete, and ready to apply.
Now on Now: Journey Toward Zero Controllable Incidents
ServiceNow is on a journey toward autonomous IT — moving from reactive break-fix to self-healing, proactive operations. In this session, learn how we're using AI agents to enable faster investigation, real-time insights, and predictive issue resolution before users ever notice a problem.
Now on Now: Connect, Contextualize, and Control Data With Workflow Data Fabric
Data lives everywhere, but insights and action shouldn't require moving it all to one place. With Workflow Data Fabric, we connect heterogeneous data sources across ServiceNow, bringing together sensitive and non-sensitive information. We contextualize it to unlock real-time insights that power business decisions and workflows. And we control data by leaving it exactly where it belongs — using zero-copy architecture to eliminate duplication without compromising governance or security. Walk away with a practical blueprint for turning scattered data into unified, actionable intelligence.
Now on Now: How We Run Sales CRM On ServiceNow—From Lead to Signed Contract
What does it look like to run your entire sales motion on ServiceNow? In this session, see how we are implementing Sales CRM end to end - from lead creation to contract signature - using AI-led capabilities including intelligent landing pages, SFA, CPQ, and Logik.ai integration. ServiceNow is both the builder and the customer here, and this session shows what a modern, AI-native sales experience looks like in practice. Come see what we've built — and what we've learned building it.
Now on Now: The Future of AIOps With Autonomous Alert Management
AIOps is enabling truly autonomous IT operations — streamlining triage, analysis, and investigation using AI agents. In this session, learn how ServiceNow uses ITOM to give operators immediate access to the insights they need to act fast and resolve issues before they escalate. We'll share real examples from our own environment and the lessons we learned along the way.
Now on Now: How to Get Started On Your AI Governance Journey With AICT
As AI scales across the enterprise, governance can't be an afterthought. This session introduces and demos AI Control Tower (AICT) — a centralized command center to govern, manage, and track AI across your organization. We'll walk through standing up an AI asset inventory, automating governance policies, and connecting AI initiatives to business value through real-time dashboards. Walk away with a practical roadmap to move from AI sprawl to governed, responsible AI at scale.
Now on Now: How We Rolled Out Moveworks for Employee Support
ServiceNow deployed Moveworks internally and lived to tell the story. In this session, we share the real deployment experience — what we planned for, what surprised us, and what's next for AI-powered employee support inside ServiceNow. If you're evaluating or implementing Moveworks, this is the customer zero perspective you won't get from a product demo.
Now on Now: AI Agents Powering Employee Growth, One Conversation at a Time
Every growth moment — from goal-setting to year-end assessments — runs on one intelligent thread, powered by AI agents. At ServiceNow, we're reimagining employee growth by meeting people where they work. Employees craft OKRs with AI tuned to company priorities. Agents track progress, nudging reviews that flow into growth conversations. Managers get AI-driven insights and talking points so both sides arrive prepared — and that intelligence carries through mid-year and year-end evaluations. See the AI agents powering growth and performance for 25,000+ employees.
Now on Now: AI-Driven Security—Operationalizing the CMDB for Faster Response
AI-powered security begins with trusted data. This session shares our journey to building a streamlined, governance-driven CMDB that enables AI-driven security operations. Learn how a healthy CMDB with accurate asset data powers intelligent vulnerability prioritization, precise assignment, and faster resolution. We'll share practical strategies for ingestion using certified integrations, built-in capabilities, and third-party security scanners to build a strong foundation for trusted AI.
Now on Now: How We Deployed Our First L1 Service Desk AI Worker
ServiceNow's Digital Technology team deployed an autonomous AI worker that resolves common L1 IT issues before a human ever gets involved. In this session, we walk through how we built, tested, and launched our first AI Worker in production — what it handles, how we governed it, and what we learned along the way. A real customer zero story from the team that runs ServiceNow's own IT.
Now on Now: Find AI Agent Use Cases and Auto-Create Agents with AI Agent Advisor
Learn how ServiceNow's own DT team uses instance data to identify the highest-ROI agentic AI use cases, match them to existing agents, and automatically create new agents when none exist — then rapidly deploy them. AI Agent Advisor removes the guesswork — instead of asking where to start with AI agents, you let your own data show you. We'll walk through the methodology, the tooling, and what we found when we ran it against our own environment.
