Knowledge 2026
717 sessions, 88 canceled
How Bell Canada Is Transforming Customer Experience with AI
When a customer reaches out — already close to their breaking point — the last thing they should encounter is a team buried in administrative overhead. For Canada’s largest communications company, handling 38 million customer interactions every year across contact centers and a field service organization of over 12,000 technicians, that was reality. Intake bottlenecks, manual dispatch processes, and hours lost to case documentation were stealing time from the conversations and resolutions that mattered most. Bell Canada didn’t just fix the process — they reimagined it with AI. ServiceNow AI Agents now automatically create, validate, populate, and route escalation cases the moment they arrive, delivering 25% faster response times and 90% accuracy on AI-assisted cases. Join speakers from Bell Canada, Ateko, and ServiceNow SMEs for a candid peer conversation about what AI-driven customer experience transformation looks like at scale — what worked, what didn’t, and what they’d do differently.
Venue to City: What Does Intelligent Operations Look Like at Your Scale?
Whether you manage a venue, campus, or city, the core challenge is the same — siloed systems, fragmented data, and operations that react instead of predict. Bring your real-world experiences as we explore: What's the biggest barrier to unified, intelligent operations at your scale? Where have agentic AI or integrated workflows created genuine impact? What would it take to move from isolated innovation to a true intelligent command center? You'll leave with shared frameworks, peer insights, and practical first steps tailored to your context. This Exchange Suite picks up where The Intelligent Command Center Advantage: How Intelligent Spaces Unlock Enterprise Performance 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.
Automation vs Augmentation. What Is Actually Working
You just heard a new model for human and AI performance. Now let’s pressure test it. Most organizations are somewhere between automation and true human plus AI collaboration. The question is not where you want to be. It is where you actually are and what is getting in the way. This roundtable is a candid discussion with leaders navigating the same shift. No slides. No posturing. Just an honest look at what is working, what is stuck, and what needs to change to move from incremental gains to real performance transformation. This Exchange Suite picks up where The Human and AI Performance Blueprint 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.
Context Engine and Context Layer: What Is It and Why Does It Matter?
Everyone's talking about semantic layers and context — but what do these terms actually mean? Join us to break down context layers, semantic layers, and ServiceNow's cognitive intelligence vision — how they relate, how they differ, and how they give AI agents the business context they need. Bring your questions and let's explore together.
From Napkin to Prototype With Figma Make
Every great product started as a messy napkin sketch. At ServiceNow, we believe great ideas can come from anywhere and anyone. In this hands-on lab, you'll experience that first hand. Sketch your boldest design idea on a cocktail napkin, then watch AI transform your scribble into a clickable prototype in a few minutes using Figma Make—an AI-powered tool that helps you explore ideas visually. No design skills required—just a Sharpie and an idea. This isn't a session you watch. It's one where you make. Laptops required. Participants will need to create a free Figma Make account during session.
Master Hardware Asset Lifecycle Management With Agentic AI
Your stockrooms are a black hole. Laptops collecting dust, duplicate purchases, zero visibility. Bring your laptop to this hands-on lab and learn how to take control with ServiceNow Hardware Asset Management. Whether managing laptops, routers, or data centers, you’ll get practical experience managing the complete hardware lifecycle, from procurement to disposal. Walk away with skills to master inventory down to the bin level, automate tasks with AI agents, and deliver hardware faster. No spreadsheets. No guessing. Just results.
Driving Growth After Go-Live: GE Vernova & Ministry of Defense Singapore
Deployment is just the beginning. The real opportunity for most organizations lies in what comes next— ensuring the people, processes, and governance structures are in place to drive meaningful, sustained adoption long after go-live. In this session, platform leaders from MINDEF and GE Vernova share the unfiltered reality of what it takes to move from a successful implementation to enterprise-wide adoption — including the breakthroughs, the lessons learned, and how ServiceNow Impact helped turn strategy into measurable outcomes.
Boost Platform Health and Adoption With Impact
Learn how to set up the Impact store app from the ground up. Step through our guided setup, get a brief tour of the core areas - Capabilities map, Value Management, etc. and then deep-dive into Platform Health. You'll scan an entire instance for technical debt, prevent problems in real-time before they impact users, and use AI to fix issues instantly. By the end, you'll have a working Impact setup and the confidence to maintain platform health going forward. What you'll do: Guided setup for Impact • Explore Impact core areas • Configure Platform Health • Scan for issues • Prevent and fix problems with AI
Take Control of AI With AI Control Tower—Intake to Governance to Deployment
This workshop introduces the ServiceNow AI Control Tower Solution, focusing on several AI asset functions and intermediate concepts of AI risk management. This lab with start with foundational elements like AI systems' metrics, AI strategy, Value & Adoption, Risk & Compliance, and Security & Privacy. As the lab continues, you will progress through an AI asset lifecycle to process, review, & govern AI systems responsibly.
From Complexity to Clarity: The Quantum-AI Convergence
Panel Discussion: As data complexity grows and machine autonomy expands, classical computing is hitting its limits. Quantum is no longer a distant frontier, it's a strategic imperative. Integrating quantum with AI could unlock new levels of optimization, security, and intelligent decision-making. In this K26 discussion, leaders from ServiceNow and AWS explore the quantum-AI convergence and what it means for enterprises ready to lead with resilience, trust, and bold, data-driven transformation.
Agentic AI at Hitachi: From Pilot to Globally Scaled Self Service On ServiceNow
Beyond hype: Step into Hitachi’s Agentic AI journey, where ServiceNow and Accenture partnered to deliver a Now Assist ecosystem with 50+ Agentic AI workflows, realizing 100k+ hours of productivity gains. This session shares the journey from pilot to platform, the tangible value across IT, HR, and Finance, and the specific lessons that maximized organizational trust and adoption. Attendees will learn our blueprint to replicate and scale an AI Control Tower and Agentic AI in their own organization from the world's most advanced Now Assist example, preparing them for an autonomous future.
From Badges to AI Agents: The Future of Access on ServiceNow
For years, ServiceNow® has transformed how organizations manage people, places, and spaces through Workplace Service Delivery. Yet Physical Security has remained disconnected. This is the ServiceNow moment for physical security. Discover how Guardian AI Agents, built on the ServiceNow Platform, connect digital identity with physical access. Using Now Assist, AI Control Tower, and Agentic AI Fabric, organizations can automate badge provisioning, visitor and contractor onboarding, real-time access updates, and compliance—delivering seamless, secure workplace access.
AI Agents and Field Operations at Scale: Bell Canada's Approach
Bell runs one of Canada's largest field service organizations, with over 12,000 technicians handling more than 10,000 tasks daily. When manual operations and dispatch processes couldn't keep up, they rebuilt them on ServiceNow. In this session, Bell's field service leadership will share how they deployed AI-powered schedule optimization to automate field operations and increase workforce productivity, and how they solved the complexity of dispatching at scale. Attendees will leave with a concrete view of what it takes to run agentic workflows and redesign field dispatch operations.
OCM and Governance: The North Star for Any Implementation
Successful ServiceNow implementations don’t encounter challenges because of technology—they stumble because people and processes aren’t aligned. This workshop explores how strong governance and proactive organizational change management (OCM) serve as the true North Star for every implementation. Through scenarios and guided discussion, participants will learn how to structure governance frameworks, plan end-user training, and build adoption strategies. Platform owners, project leads, or implementation partners, will walk away with practical tools and insights to turn change into momentum.
ServiceNow EmployeeWorks: Design and Deploy Tools Across Business Applications
Work doesn't live in one system, and your AI automations shouldn't be limited to one either. In this hands-on lab, you’ll architect and build tools that can search and act across external business applications using your AI Assistant, available in ServiceNow EmployeeWorks, Teams, Slack, and web. You’ll configure connectors, define the logic, enforce permissions, and test your tool through natural language. By the end, you'll have built cross-system tools and a repeatable blueprint for deploying more.
Workflow Studio: One-Stop Workflow Automation Hub Empowered With AI
Back by popular demand, our K24 and k25 lab returns with fresh insights and hands-on exercises! Dive into Workflow Studio, a unified, all-in-one solution. Seamlessly integrate Flow Designer, Playbook Designer, Decision Builder, and new Trigger Designer, all with Now Assist for real-time support and GenAI for fast automation. Collaborate easily and access actionable insights from customisable dashboards. Tackle complex scenarios with AI-powered Conversational Flows and Actions for intuitive, next-gen automation. Don’t miss this chance to elevate your automation skills with Workflow Studio!
How to Build and Integrate Custom AI Experiences Directly Into Your Workflows
Go beyond the out-of-the-box, and learn how you can build your own custom AI experiences within Now Assist Skill Kit! We will go through the complete process - including writing an incredible prompt, connecting your data to the AI skill, and finally, deploying your custom AI skill into a ServiceNow workflow.
Build an AI Agent That Can Reason and Take Action to Automate Your Organization
ServiceNow's AI Agents are designed to work autonomously in the background, handling tasks on behalf of your service experts. Learn how to build an advanced AI agent that automates decision-making and manages routine tasks for your organization.
Connect ServiceNow AI Agents to an External Intelligent, Agentic Ecosystem
Learn about the key components of AI agent interoperability, featuring both agent-to-tool and agent-to-agent connections. With ServiceNow at the center, get hands-on with implementing both the Model Context Protocol (MCP) client and ServiceNow AI agents as a client in the Agent2Agent (A2A) protocol.
Inside the Black Box: Troubleshooting and Debugging AI Agents at Scale
As AI agents become increasingly embedded in products, platforms and workflows, ensuring their reliability, transparency, and performance is more critical than ever. This hands-on lab equips participants with practical tools and frameworks to evaluate, troubleshoot, and debug AI agents across various stages of agentic development and deployment.
Developer Sandboxes: Conflict-Free Development, Agentic by Design
In this hands-on workshop, you'll get your own dedicated Developer Sandbox on the Now Platform and experience firsthand how isolation transforms the way you build. No more stepping on each other's toes - spin up your environment, make changes, and see how your work stays completely separate from other developers on the same instance. From there, you'll explore and try agentic features safely in your own space, before walking through your options for merging and publishing changes when you're ready to ship.
The Autonomous CISO Roadmap: Exposure, Response, Identity, Risk
Most security teams aren't losing to bad tools; they're losing to fragmentation. Alerts disconnected from identity. OT assets outside the security picture. Manual work AI should be finishing. This session shows how ServiceNow closes those gaps; when your CMDB, identity layer, and OT environment live on one platform, not separate integrations you manage around. We'll cover what Veza brings to identity entitlement visibility, how Armis extends coverage to cyber-physical systems, and where AI Specialists fit: triaging alerts, enriching context, and closing work without human handoffs.
Hands-On AI: Crafting an Engagement Layer That Works for Agents
Join this interactive lab to build an AI assistant that sits seamlessly between your agents and their workflows. We’ll walk through configuration patterns, engagement design, and guardrails to ensure your AI layer delivers value immediately. By the end, you’ll have a fully functional prototype that helps agents stay efficient and human-centered.
Flow Like a Pro: Master Real-Time Data to Build Flows That Work
Ever wonder why your flow isn’t working like you expected? In this hands-on lab, we’ll dig into how Flow Designer really handles data behind the scenes. Learn when pill values refresh (and when they don’t), how GlideRecord data can quietly go stale, and how to debug issues that slow you down. Through real-world examples, you’ll leave with a stronger grasp of how to build reliable, real-time flows that do exactly what you intended—no surprises.
AEMC and Release OPs: How to Build a Pipeline and Migrate From AEMC
Are you ready ready to level‑up to ReleaseOps for broader coverage of scopes and code for richer controls, and scale. In this session, we’ll build a brand‑new ReleaseOps pipeline by defining environments, approvals, and change integration gates, then show, step‑by‑step, how to transition safely from your existing AEMC pipelines.
Commit Gen(AI)ie: From Idea to Code Push, the Code That Deliver Itself
Commit Genie: From Idea to Push, the code that generates and pushes to repository itself. Objective: To revolutionize software development through an autonomous AI agent that writes, refines, and pushes code seamlessly. Commit Genie integrates with DevOps pipelines, automating code generation, documentation, and CI while maintaining quality and security. It learns from coding patterns to improve efficiency and consistency. Key Takeaways: Automates coding and repo management Integrates into workflows Boosts productivity and reliability
Click Less, Configure More: UI Interactions in Action
In this lab, we will walk through real-world scenarios showing when and why to use UI Interactions — and how they differ from Declarative Actions and UI Actions. Learn how to encapsulate logic, scripts, and custom UI into reusable components that trigger anywhere on the platform, no page ownership required.
AI Voice Agents 101—Configuring Your First Voice Agent
In this hands-on session we will focus on the administration of AI Voice Agents. You will learn about the architecture of AIVA and the tools available for each voice agents to utilize. You will activate an OOB AI Voice Agents that resolves tasks via the telephony channel. Along the way you will become familiar with the AI Agent Studio, customizable voice service preferences, caller authentication, and fall back actions. Finally, put your voice agent to the test - have a live conversation and see if you can stump the agent you just created.
From IT to Enterprise Risk: Rebalancing IRM Foundations for the Future
ServiceNow IRM, initially implemented for IT Risk, required enhancement to support Enterprise Risk Management (ERM). The goal was to unify users, data structures, and workflows under a consistent enterprise framework to enable cohesive data aggregation and reporting. The ERM implementation needed to minimize disruption to existing processes while delivering a flexible, scalable solution that supports cross-team collaboration and lays the foundation for AI-enabled risk management in the future.
Mastering MCP: Agentic Workflows, Registry‑Driven Trust and Enterprise Governance
MCP is evolving from a protocol into an enterprise foundation for agentic AI. In this hands‑on lab, participants use the MCP Client and the newly launched ServiceNow MCP Registry to build agentic workflows, connect to external MCP servers, and establish registry‑driven trust, discovery, and governance using Workflow Data Fabric.
Securing Your AI Agent
This hands-on lab is designed for developers, admins and tech enthusiasts interested in AI security. You’ll learn how to protect your AI Agent by understanding and setting up Access Control Lists (ACLs), managing user identities, and applying role masking. Step-by-step exercises will help you avoid common mistakes and confidently configure security settings that keep your AI safe and working as intended. By the end, you’ll have practical skills to control who can access your AI Agent and what actions they can perform, making your AI projects more secure and reliable.
Hands On With Knowledge Center’s Tools to Improve KB Health and Knowledge Consumption Success
Discover how Knowledge Center and it's Advanced AI powered tools can help you improve your Knowledge content. In this lab, you’ll learn how the newly released Knowledge Center and Enhanced Content Editor help Knowledge owners administer and improve the quality and overall health of knowledge content, essential to AI data readiness and search success. Dive into hands-on exercises to reduce article build time, increase quality, close gaps and remove duplicates. Walk away equipped to build AI-powered article scans to improved experience for all your knowledge users and stakeholders.
Taming Software and Cloud Costs With SAM, CCM, and Agentic AI
Here's the thing: many IT leaders juggle software licenses or subscriptions in one system, and cloud expenses in another, creating blind spots that cost millions. Join this hands-on lab to learn how to improve governance over your software and cloud assets with ServiceNow Software Asset Management and Cloud Cost Management. Deep dive into the workspaces, workflows, and AI agents built to help reclaim licenses, right-size cloud resources, fortify cybersecurity, and drive SAM, FinOps, and Cloud+ excellence. Plus, learn how to tackle spend management for your growing list of AI services.
Taming the Wild West: Access Controls and Guardrails for Agentic AI
As AI agents scale across support, automation, and dev tools, risks like prompt injection, PII leaks, and offensive outputs emerge. This session outlines a systems approach using least-privilege access, data redaction, runtime guardrails, and audit tools to ensure safety. Attendees—AI PMs, platform engineers, and security architects—will learn practical patterns for building resilient agents, including access controls, injection defenses, safety classifiers, and deployment metrics.
Fast-Track to Value: Delivering ServiceNow AI Results in One Focused Workshop
In this hands-on lab, we’re going to take you from zero to getting real, hands-on AI results in ServiceNow. Basically, we’ll walk you through how to turn on, fine-tune, and use a variety of AI skills and workflows, such as summarization, email generation, and resolution plans. By the time we’re done, you’ll have what you need to start making a real impact. It’s all about leaving with practical know-how in just one focused workshop.
Empower Team Collaboration: Unlock New CWM Innovations and AI-Powered Capabilities
In this hands-on lab, master the newest innovations with Collaborative Work Management (CWM). Explore how Connected Work can consolidate platform-wide tasks into unified boards, bridge team-level agile planning with Enterprise Agile Planning for scaled execution, and harness Gen AI to generate stories, acceptance criteria, and documentation while automatically creating actionable tasks. Gain practical experience with customizable boards, AI-assisted formula columns, collaborative docs, and intelligent automations to enhance team productivity and deliver measurable business value.
From Ask to Action: Building the AI Front Door With ServiceNow EmployeeWorks
Employees lose hours every week searching for answers, chasing approvals, and stitching work across systems. Other AI tools can find information, but still leave the work unfinished. In this hands-on lab, experience ServiceNow EmployeeWorks is AI that doesn’t just talk, it works. See how a single ask turns into real progress as work runs end to end across systems and departments. While AI handles the busywork, employees get clear prompts and guidance to apply their expertise where it matters most—anywhere they work, with zero context-switching.
ITOM Lab: Reduce Unplanned Outages and Incidents With ITOM Visibility
Master ITOM Visibility in this hands-on lab. Explore native/third-party discovery, service mapping, and AI-driven analytics for comprehensive infrastructure insights. Learn to auto-detect dependencies, map critical services, and leverage ML features that accelerate incident resolution while advancing toward autonomous IT. Hands-on exercises cover: Discovery Admin Workspace essentials, bootstrap discovery via Infoblox IPAM integration, and auto-discover certificates with MS Teams alerts plus AI agents for automatic renewal. Reduce manual effort and gain predictive, self-optimizing operations.
AI-Powered Security Exposure Management (USEM)
This workshop introduces Unified Security Exposure Management (USEM)—ServiceNow's AI-enhanced solution for managing vulnerabilities, misconfigurations, and cloud/container exposures in one system. Participants will explore how USEM consolidates configuration, reporting, and remediation workflows across all exposure types, while leveraging AI to accelerate prioritization. Through hands-on activities, attendees will use the Security Exposure Management Workspace to gain visibility, prioritize exploitable risks, streamline remediation, and operationalize standardized configurations.
ITOM Lab: Transform IT Operations From Reactive to Proactive With AIOps
Experience hands-on how AIOps revolutionizes IT operations. Master event management and health log analytics using AI and machine learning to shift from reactive firefighting to proactive problem prevention. Discover how ITOM provides the essential foundation for deploying agentic workflows and achieving autonomous IT. Learn to identify incidents before they impact users, automatically correlate events, and enable AI agents to resolve issues independently. Learn how intelligent automation reduces noise, accelerates resolution, and empowers your journey toward self-healing IT operations.
Service Operations Lab: Reduce Human Touch and Outages With a Single Platform
Experience how Service Operations unifies ITSM and ITOM on one AI-powered platform to drive towards zero controllable outages. Learn how native integrations create seamless data flow, eliminating manual handoffs and empowering teams with shared, real-time intelligence. See how automated workflows, predictive analytics, and AI-driven remediation deliver self-healing operations that detect, diagnose, and resolve issues before users are impacted, keeping services continuously available.
Design Faster, Smarter: Prototyping With Horizon, Figma, and AI
Too often, creators spend hours building complex solutions only to discover they weren't even solving the right problem. In this hands-on lab, participants will learn how to leverage tools like Horizon, Figma, and AI to explore what’s possible and pressure-test ideas before investing in implementation. Guided through a real-world scenario, attendees will leave with a working prototype and a repeatable workflow that can reduce time spent on rework and help improve adoption. Laptops required.
Demo - Zero-Touch IT Support: AI Specialists, Self-Service, and DEX
IT ticket volumes are up 20% year over year—and traditional support models weren't built to keep up. Zero-Touch Support on the ServiceNow AI Platform changes that. AI Specialists resolve incidents end-to-end, omnichannel self-service deflects up to 40% of tickets before they reach the desk, and Digital End-user Experience (DEX) proactively fixes device issues before employees even notice. See how ServiceNow drives IT from reactive support to full autonomy.
Now Assist for Service Graph Connectors
With complex IT environments, maintaining a clean and accurate Configuration Management Database (CMDB) is critical, and this depends heavily on reliable data ingestion via Service Graph Connectors (SGCs). However, when ingestion issues occur, diagnosing and fixing them often requires deep expertise and time-consuming manual effort. This hands-on lab introduces Now Assist for Service Graph Connectors, which brings AI-powered diagnostics and troubleshooting designed to simplify and accelerate the resolution of SGC errors. By using real-time AI diagnostics, plain-language error explanations, and contextual recommendations, Now Assist for SGC empowers users of all levels to quickly understand and resolve SGC issues without having to deep-dive into logs or documentation.
Unlocking Predictive IT Operations Through Data-Driven AIOps Adoption
In our mission to modernize IT operations, Huntington reimagined monitoring as a predictive, data-driven ecosystem. By integrating AIOps with intelligent metrics, anomaly detection, and adaptive thresholds, we turned fragmented monitoring into proactive insight. This foundation now evolves toward Agentic AI—where systems learn, adapt, and act autonomously—creating a resilient, scalable model that delivers faster, smarter, and self-healing IT operations across the enterprise.
ServiceNow Certified System Administrator (CSA) Exam Prep and Success Tips
This Interactive session is designed to prepare you for the ServiceNow Certified System Administrator exam. We will review key topics from the ServiceNow Administration Fundamentals course, highlight areas to focus on ramping up and preparing for the exam, discuss exam preparation strategies, take part in quizzes to test your knowledge, receive guidance on exam logistics, and have your questions answered directly by an instructor. This session is perfect for anyone planning to take the exam soon or seeking a confidence boost before attempting it.
How Ricoh Is Transforming Its Customer Experience With ServiceNow
Enterprise transformation today is defined by execution at scale. As Ricoh EMEA repositions around Intelligent Work, it must balance growth, legacy simplification, cost efficiency, and experience excellence across a complex landscape. This session explores the strategic and operational levers enabling that shift - and what it takes to modernise with commercial discipline and measurable impact.
Welcome to Agentic Business
AI got brilliant fast. But brilliant isn't enough when most enterprises are sitting on a patchwork of disconnected systems. Only ServiceNow combines AI that thinks with workflows that act, across every corner of your business. Join Bill McDermott, ServiceNow Chairman and CEO, and special guests to see how the world's leading companies are moving from AI chaos to control.
Faster to Care: Reimagining Physician Onboarding With AI and ServiceNow
Healthcare organizations face mounting pressure to bring physicians to patients faster while maintaining quality and compliance. This session explores how ServiceNow® and AI can streamline provider onboarding—from credentialing to IT setup—to cut delays and reduce administrative burden. See how leading systems are using AI agents, workflow automation, and data-driven orchestration to create a more efficient, human-centered onboarding experience that improves both workforce readiness and patient access.
Scale Enterprise Adoption With Platform Adoption Services
Want to drive your enterprise adoption further? Join this session to get detailed insights on the various adoption tools available in ServiceNow Platform. Watch us showcase the capabilities to enhance system-wide guidance, create onboarding patterns and raise feature awareness across end users.
