Knowledge 2026
717 sessions, 88 canceled
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 We Delivered AI-Assisted Contract Review With CM Pro
How do you teach AI to review contracts the way your best attorney would? ServiceNow's Commercial Legal team deployed CM Pro across our MOA, Order Form, and Usage Agreement stack, then tuned Now Assist step by step, configuring the clause library as the AI's playbook, defining deviation thresholds, and training the system to flag what matters and suggest the right fallback language. We walk you through how we structured the clause library so AI could reason against it, configured Now Assist to surface deviations inside Microsoft Word, and set up obligation extraction to automate post-signature compliance. Attorneys still make every call. AI just makes sure they see what matters first. Walk away with a repeatable blueprint, not a product demo.
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: Onboarding an AI Specialist Like a New Employee
What does it actually look like to onboard an AI Specialist like a new employee? ServiceNow DT walks through how we bring AI Workers into our production environment — from defining the role, to assigning work, setting expectations, and embedding AI Specialists into human teams. You'll see how AI Worker pick up real tasks, collaborate with people, and operate under the same governance as any new hire. Less theory, more show-and-tell from a team that runs this every day.
The CreatorCon Hackathon: You’re Invited!
The sky's the limit at the CreatorCon Hackathon. Teams of all types go head-to-head building apps that solve real world problems and this year, you've got options. Got a full night to hack? Our 8-hour format is your playground. Want to compete without clearing your whole evening? The new 4-hour format is designed for you. Any and all backgrounds and skills are welcome! You + the ServiceNow platform = unlimited brilliance! Required in-person registration opens 2 hours prior to start.
AI-Driven App Governance: Smarter, Safer App Delivery
Building the app is 10% of the effort. Everything after it is the other 90%. And with AI generating apps in minutes, that 90% is under more pressure than ever. This session gets specific on how App Engine Management Center is changing the way teams handle deployments, monitoring, and developer management: what's working today, what's coming next, and why the teams investing in governance now will be the ones moving fastest when AI-generated apps start flooding your environment.
A New and Easy Way to Build Analytical and BI Reports Using Live Connect (SQL API)
Do you need to build analytical or BI reports with your ServiceNow data using tools like Power BI? The new Live Connect (SQL API), available exclusively to RaptorDB Pro customers, provides ODBC and JDBC drivers that support pushdown SQL queries so you can securely retrieve only the data you need without the need to configure and manage mass data exports or temporary stores. With Live Connect you can bring your own analytics tools to ServiceNow and perform your BI in place. During this session, product management and engineering will provide demos and answer your questions.
Before You Code: Five ServiceNow IDE Features Every Developer Must Know
Join us to explore the 5 must-know features in the ServiceNow IDE that every developer and architect should understand before building apps. In this session, we will share how these features improve development speed, code quality, reuse, and collaboration. You will hear real usage scenarios for capabilities like script assistance, version control, testing tools, guided development, and intelligent search. Whether you are new to the IDE or transitioning from Studio, this session will help you start building with clarity and confidence.
Closing the Loop: Transforming Process Mining Insights Into Outcomes
Process mining has long promised transparency — but too often stops at insight. In this session, we’ll explore how the fusion of process mining and task mining finally bridges the gap between knowing and doing. Join us as we follow a real-world story: how an IT operations team used process mining on the Now Platform to uncover hidden delays, then zoomed in with task mining to surface workstation-level manual tasks, and finally applied Playbook automation to orchestrate fixes in real time. Attendees will learn to turn process mining insights into improvements with AI and Playbook automation.
Content Classification Chaos: Building a Taxonomy Assistant With AI Agents
Content sprawl got you down? Catalog items and Knowledge articles scattered with no rhyme or reason? We'll explore building an AI-powered taxonomy assistant using ServiceNow's AI Builder Agents—and what happens when theory meets reality. Whether you're curious about AI implementation, wrestling with content organization, or want to learn from bold experiments, you'll get honest insights about AI Agent capabilities, real-world lessons about what works (and doesn't), and strategies for taxonomy content classification with or without AI.
Data Products at the Edge: Building Composable Experiences With ZCC
Unlock the power of composable data experiences with Zero Copy Connectors (ZCC). This session explores how ZCC enables real-time, secure access to edge and enterprise data without replication, powering AI-native workflows and reusable data products. Learn strategies for building governed, scalable ecosystems that deliver faster insights and flexible integration across cloud, on-prem, and hybrid environments.
Driving Consumer Engagement With GenAI-Enhanced SMS on ServiceNow
We boosted consumer satisfaction using Generative AI with the Amazon SNS Spoke. Learn how we configured API-based SMS workflows to send, receive, and track messages and how GenAI crafts personalized responses to improve retention. See how agents detect delivery outcomes, trigger proactive outreach, and generate custom SMS content. Discover how to create a next-generation service experience on the Now Platform. Key Takeaways: Implement API-driven SMS messaging with Amazon SNS Generate tailored AI content using GenAI on ServiceNow Build smarter communication flows for real-time engagement
Empathy Engine: Humanising Incident Resolution With AI
In a world of automation and SLAs, empathy is often missing. This session introduces the Empathy Engine ,that uses Agentic AI GenAI and sentiment analysis to detect emotional tone in incident descriptions, suggest empathetic agent responses, and prioritize issues based on human impact not just SLA. Objectives: • Show how emotional intelligence can be embedded into ServiceNow workflows Key Takeaways: • Learn how to build emotionally aware workflows using AI agents and Now Assist • Understand the value of empathy in ITSM, HRSD, and CSM workflows
Guardians of the Platform: True Tales From Our Ownership Galaxy
Join Jerry and Ashutosh as they dive into the chaos every ServiceNow platform owner knows balancing speed, stability, and sanity. This isn’t another slide deck of best practices. It’s a storytelling session packed with real fails, hard-won lessons, and practical hacks. Learn how to say “no” without losing friends, align roadmaps, and future-proof your platform. Plus, discover why AI agents aren’t the enemy they’re your new best friends in platform leadership. Because every ServiceNow platform deserves its Guardians.
Onboarding Orchestration—From Zero to Automation in Three Days
There isn't any plug-in or Store App. The samples and libraries are for the wrong code base. The API error handling is opaque. Support doesn't have any suggestions and even the AI shrugs and says 'Good Luck!' This is the story of how we travelled from nothing to a library of low-code friendly orchestration flows on a high business value deadline. You'll learn about porting functions into ServiceNow. You'll learn how to model those functions into reusable low-code actions and sub-flows in Flow Designer. And you'll hear about all the lessons learned along the way.
Security Simplified: Built-In Controls You Didn’t Know You Had
Want to learn how platform security on ServiceNow has evolved beyond ACLs and manual workarounds? Join us to uncover the modern, built-in controls you might not even know you have. We’ll bust common security myths, show how features like “deny-unless ACLs” and security data filters replace old query rules, and reveal how to secure both human and machine identities with the latest toolset. Walk away with practical insights to modernize your security model and simplify protection—no extra plugins required.
Stop Writing Validation Code! Use OpenAPI to Guard Your REST APIs
Ever had an integration break because of a tiny payload mismatch? You’re not alone. Join us to see how OpenAPI validation can bring order to your inbound REST calls on the ServiceNow platform. Learn how to define, enforce, and evolve your API contracts without writing a single line of validation code. You’ll see how OpenAPI makes debugging easier, upgrades smoother, and integrations more robust. Whether you’re a pro developer or a low-code creator, you’ll leave with tools and examples you can start using immediately to save time and improve reliability across your ServiceNow ecosystem.
Building Connected AI Experiences: Stand Up the ServiceNow MCP Server and Light Up AI Interoperability
AI agents are powerful alone but transformational when they coordinate across your enterprise. In this hands-on lab, you’ll move beyond MCP & A2A theory to build your Agentic Fabric by setting up the ServiceNow MCP Server Console and shipping governed, production-ready tools. Learn how ServiceNow turns Agents, Skills, workflows, and APIs into secure, observable tools any MCP Client-enabled agent can invoke. By the end, you’ll have built real AI interoperability—perfect for admins, builders, architects, and developers.
Klepto-Coding: The Art of Stealing, and Other Secrets
If you want to unlock value and harness the power of the platform , all you need is… ONE CLICK! Join this session with EMEA 2025 Certified Master Architect and MVP, Philip Swann, and walk away with the pieces to your puzzle plus a pattern for any problem, all in your pocket. Shhh… don't tell everyone how easy it is!
One Skill, Endless Possibilities: Unlocking Now Assist’s AI Potential
Custom Now Assist skills are easier to build than you think—and more impactful than you realize. In this session, we’ll show how one custom skill transformed change request creation and saved significant time. Our Now Assist skill enables automation, eliminates redundant data entry, and dramatically improves accuracy and completeness. We’ll share why we built it, the results it delivered, and most importantly, how to identify when custom skills make sense for your organization. Leave prepared to identify and act on your organization’s most impactful AI skill opportunities.
Zoom in Zoom Out: The Simple Dashboard That Unlocked the Big Picture
If you are like me, you dread Stand-ups where half the time is spent hunting down status for stories. I realized the constant cycle of questions "How many stories are blocked?", "Who is it assigned to?" was a symptom of zero big picture visibility. My solution was a simple Platform Analytics Dashboard. Built on the fly, it uses simple filters and widgets to give an overall idea of Stories, Epics, tests, and defects. Anyone, even non-SN users, gets the full picture quickly! This helped meetings focus on removing blockers and measuring progress, not answering the same basic questions.
Populating Service Catalog Requests With AI Automation
In this show and tell from ServiceNow community practitioners, we'll demonstrate how AI and contextual automation can interpret a user's natural language request, identify the right catalog item, and pre-fill relevant variables. After the demo, practitioners can share how they are simplifying catalog experiences and exploring AI-driven automation. A user group experience live on the expo floor with practitioners talking through real problems together.
A Conversation With WomenNow Leaders: The Unspoken Power of Women’s Soft Skills
Success in tech isn't just about knowing the code. It's about knowing people. In this open discussion with the WomenNow leadership team, we'll reframe soft skills as the keys to career advancement and influence. Discover how women at every level can use emotional intelligence, adaptability, and communication to lead teams, drive innovation, and build meaningful careers. Through real-world examples and practical advice, this session will help you recognize and elevate your natural strengths as powerful assets for success in any role.
The AI Governance Gap: Architecting a 'Compliance-First' GenAI Roadmap
Many organizations are stuck in the "Pilot" phase with GenAI because they lack a strategic framework to manage risk. We will discuss how to move from tactical AI experiments to a scalable, enterprise-wide strategy. The conversation will focus on: 1. Integrating Agentic AI with Integrated Risk Management (IRM) to ensure "Compliance by Design." 2. Moving beyond the hype to define measurable business value in highly regulated sectors (e.g., Banking). 3. The Architect’s role in bridging the gap between technical capability and executive-level risk appetite.
CSDM Adoption: What's Actually Working?
In this facilitated discussion led by ServiceNow community practitioners, we'll have an honest conversation about where data foundations break down in practice, what shortcuts teams take that come back to haunt them, and what it actually takes to get from messy CMDB data to a usable service model. A user group experience live on the expo floor with practitioners talking through real problems together. You'll leave with honest patterns for closing the gap between your CSDM target state and reality.
Ask the [Developer] Advocates!
Come hang out with the ServiceNow Developer Advocates for a laid-back AMA (Ask Me Anything) all about the dev life. Join the team for a lively conversation, pick up some insider tips, and stick around for photos after.
CreatorCon Crew Social: Where First-Timers Find Their People
First time at CreatorCon? Make your first move a good one. Stop by the CreatorCon Crew Social to meet Community Experts who've been exactly where you are. Get information on can't-miss activations, tips for making the most of your time on the show floor, and, most importantly, find your people before the week kicks off. Walking into CreatorCon with a crew makes all the difference.
A User Group Roundtable: How to Build a Local ServiceNow Community
Local ServiceNow User Groups are where the real conversations happen and this session is your invitation to be part of one. Whether you're starting from scratch, trying to grow what you've built, or simply looking to get involved in your city, join a facilitated roundtable with experienced organizers and community leaders who've been there. Small-group discussions cover everything from sponsorships and event logistics to membership and networking.
The CreatorCon Hackathon—Crowning a Champion
While most people spend their first conference evening hunting for the best afterparty, Hackathon teams chose chaos. Real-world problems. Tight deadlines. Questionable amounts of caffeine. During this session, we reveal who built the most creative, impactful solutions under pressure and crown the winners of the 2026 CreatorCon Hackathon.
Agents With Attitude
AI is giving main character energy, but does that sass solve problems? Join ServiceNow MVPs Anders Figenschow, Philip Swann, and Carleen Carter for an interactive roundtable to challenge your AI fears head-on. Learn from our experiences building and interacting with AI Agents and discover how we maximized value with strategic decision-making and hand-crafted frameworks. Together we'll discuss pain points like identifying genuine AI value, building foundations (data, processes, and use cases), and staying relevant in an AI world. You'll leave with new ideas, connections, and inspiration!
Staying Upgrade-Ready: Managing Plugin Updates and Skipped Records in ServiceNow
ServiceNow platform teams often face challenges when activating plugins, managing skipped update records, and maintaining upgrade readiness in highly customized enterprise environments. In this facilitated discussion, practitioners will share real experiences with planning plugin updates using an agile approach, resolving skipped records, and implementing strategies to keep instances current without introducing instability. The group will explore governance practices, practical troubleshooting techniques, and lessons learned from maintaining long-term platform health.
The CreatorCon Hackathon—Team Formation and Registration
The CreatorCon Hackathon needs you! This isn't just for developers: any background, any skill set is welcome. In fact, a well-rounded team is often the key to success! During this session, happening right before the Hackathon starts, we'll help you find your squad (up to five members per team) and get you registered. Make sure you add the actual CreatorCon Hackathon to your agenda as well so you don't miss a thing!
Just Because You Can Customize Doesn't Mean You Should
In this facilitated discussion led by ServiceNow community practitioners, we'll explore the platform areas that should rarely (or never) be customized, sharing real-world experiences where customization created long-term maintenance challenges, upgrade pain, or technical debt. A user group experience live on the expo floor with practitioners talking through real problems together. You'll leave with practical insights to recognize risky customizations and make better long-term architectural decisions on the platform.
Five Design Principles for Upgrade-Ready ServiceNow Solutions
In this show and tell from ServiceNow community practitioners, we'll introduce five practical design elements to assess solution quality before implementation: performance, security, manageability, user experience, and upgradability. We'll share real enterprise challenges where customization choices affected platform health and explore strategies to reduce technical debt and build scalable, upgrade-ready solutions. A user group experience on the expo floor with practitioners talking through real problems together. 15 seats — first come, first served.
Automation Debt: When Your Flows Become the Problem
In this facilitated discussion led by ServiceNow community practitioners, we'll tackle what happens when automations are undocumented, ungoverned, and breaking in unexpected ways. We'll discuss automation lifecycle, flow governance, when to end an automation instead of fixing it, and how to avoid building more technical debt. A user group experience on the expo floor with practitioners talking through real problems together. You'll leave with warning signs that your automation footprint is becoming a liability and approaches to managing it. 15 seats — first come, first served.
Make Clear and Maintainable Design Decisions in UI Builder
In this show and tell from ServiceNow community practitioners, we'll walk through architectural and design decisions behind a complex UI Builder implementation to jumpstart group discussion. We'll cover trade-offs between out-of-the-box and custom components, limitations that shape technical choices, and how to architect for extensibility. A user group experience on the expo floor with practitioners talking through real problems together. You'll leave with practical, experience-based design considerations for your own UI Builder solutions. 15 seats — first come, first served.
Build Engaged ServiceNow Communities Across Borders
Join ServiceNow community practitioners for a peer connection session on the real challenges of building and sustaining local communities. We'll share how to attract members and keep them coming back, maintain engagement when participation fluctuates, and what's worked across different markets, cultures, and languages. A user group experience on the expo floor with practitioners connecting over shared experience. You'll leave with practical, experience-based insights into building engaged ServiceNow communities. 15 seats — first come, first served.
Rockstar Project Management Using ServiceNow SPM
In this show and tell from ServiceNow community practitioners, we'll explore how ServiceNow SPM can help you handle project management like a rockstar — aligning portfolios with business strategy, prioritizing investments with data-driven insights, and improving visibility across demand, projects, and outcomes. A user group experience on the expo floor with practitioners talking through real problems together. You'll leave with a practical understanding of how to enable enterprise-wide portfolio and project decision-making with ServiceNow SPM. 15 seats — first come, first served.
Building a Career in the ServiceNow Ecosystem With Women and Allies
Join ServiceNow community practitioners for a peer connection session on the realities of building a career in the ecosystem as women and allies. We'll discuss career transitions into ServiceNow, navigating role changes, finding mentorship, and identifying opportunities for growth. A user group experience on the expo floor with practitioners connecting over shared experience. You'll leave with insights and connections, especially for those coming from nontraditional paths. 15 seats — first come, first served.
Designing ServiceNow for a Mobile, Low-Connectivity Workforce
In this show and tell from ServiceNow community practitioners in the transportation industry, we'll explore how to design ServiceNow for a workforce that operates in offices, airports, hangars, and in the sky. We'll tackle low-connectivity environments, mobile employees, and complex operational workflows. A user group experience on the expo floor with practitioners talking through real problems together. You'll leave with practical patterns for frontline and in-transit employee experiences in aviation and similarly complex environments. 15 seats — first come, first served.
Think Like AI: A Framework for Smarter Problem-Solving
In this facilitated discussion led by ServiceNow community practitioners, we'll work through a 5-layer diagnostic framework echoing how AI works — from symptom all the way down to data — and have an honest conversation about how you actually troubleshoot versus how AI approaches the same problem. A user group experience on the expo floor with practitioners talking through real problems together. You'll leave with a 5-layer framework you can use immediately and a new way of thinking about how you solve problems on the platform. 15 seats — first come, first served.
Connecting External AI to ServiceNow With an MCP Server
In this show and tell from ServiceNow community practitioners, we'll do a live walkthrough of setting up an MCP server that connects an external AI client to a ServiceNow instance — covering config, authentication setup, which skills to expose as tools, and the gotchas around token consumption, pagination, and session management. A user group experience on the expo floor with practitioners talking through real problems together. You'll leave with a practical understanding of how to connect external AI agents to ServiceNow using native MCP. 15 seats — first come, first served.
AI Governance for Architects: Navigating the Growing Toolset
Join ServiceNow community practitioners for an architecture-focused peer connection session on how CTAs and CMAs are governing their environments as AI automation tools multiply, and the impacts on development. A user group experience live on the expo floor with practitioners talking through real problems together. You'll leave with perspectives on AI governance and practical uses of AI within your development team. Limited to 15 seats. First come, first served.
The Platform Firefighter's Roundtable: Battle Stories and Hard-Won Solutions
Mysterious performance issues, integration failures, scaling bottlenecks, and 3 AM production bugs. We've seen it all. Join Carleen Carter and other ServiceNow MVPs for an interactive roundtable where we'll share challenging firefighting experiences and the scalable solutions we built from the ashes. Bring your toughest platform stories and leave with actionable insights, new connections, and proven patterns for building resilient applications. We welcome developers and architects of all skill levels!
Quiz and Conquer: The Wild Ride of AI in ServiceNow
Think you’ve mastered ServiceNow AI? Time to prove it! Join this interactive trivia challenge where fun meets learning as we journey through the evolution of AI—from Predictive Intelligence to GenAI, Agentic AI, Now Assist, and Build with BuildAgent. Each question unveils a story behind ServiceNow’s AI innovations, exploring real-world use cases, smart automation, and the future of intelligent workflows. Expect a mix of history, practical tips, quick demos and insightful takeaways. Compete, learn, and leave inspired to build the next wave of AI-powered experiences on the Now Platform!
Are You Smarter Than a Jr. Developer?
Want to learn about the ServiceNow platform while participating in a friendly competition to determine if you are smarter than a Jr. developer? In this session we mimic the memorable 'Are you Smarter than a 5th Grader' game show to ask performance based, knowledge based as well as scripting questions to determine who knows the platform the best.
Robinhood's Playbook: Scale Fast, Stay Lean
Robinhood serves 27 million customers with just 4,000 employees. ServiceNow is one reason they stay lean at scale. By bringing IT and business services together on one platform, the company uses ServiceNow AI to deliver a self-serve employee experience that resolves most requests without human intervention. Faster service, fewer interruptions, and teams focused on high-value work. Learn how Robinhood automates work across IT, HR, legal and beyond, onboards acquisitions fast, and proves you can grow the business without growing the org chart.
From Pilot Purgatory to Real ROI: What's Actually Working for You?
If 80% of AI projects fail at twice the rate of traditional initiatives, what separates organizations that break through? Bring your experience — whether you're stuck in pilot mode, quietly scaling wins, or rethinking your AI strategy entirely. Together we'll explore: How are you converting efficiency savings into innovation fuel? Where have people and process — not technology — been your real barrier? What does bimodal execution look like inside your organization? You'll leave with peer-tested ideas, shared frameworks, and honest perspectives. This Exchange Suite picks up where The Bi-Modal ROI of AI 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.
CMDB Health: Establishing the Trusted Data Foundation for AI Success
As the AI era emerges, reliable data has become the cornerstone for successful AI-driven solutions. Huntington Bank has focused on data governance for the last decade to support an aggressive growth model. By leveraging CMDB Health to establish key data controls and CMDB Data Manager to automate data lifecycle management, they have been able to distribute data ownership across teams and achieve a 99% CMDB Health Score. Join this session to learn how the Huntington team has increased accuracy, established controls, and removed silos to lay the foundation for a successful AI revolution.
