Knowledge 2026
717 sessions, 88 canceled
Spend Clearly AI
In this session, we introduce Spend Clearly AI, an AI agent that helps users quickly understand their budgeting data in ServiceNow®. Instead of navigating reports, tables, or dashboards, users can ask questions in natural language and get clear answers about their budgets. Spend Clearly AI allows regular finance users to access the information they need without learning the technical details of the system, such as table structures or data models. By making budgeting data easier to understand, the agent helps teams make better, more informed budgeting decisions.
Show Me the Money: Using AI to Transform Risk From Financial Burden to Benefit
Modern IRM platforms have come a long way, yet governance functions often struggle to convert operational insight into strategic influence that shapes capital allocation. This session explores how ServiceNow® and its structured cross-domain data can act as the orchestration backbone of a capital feedback loop when paired with financial modelling and mitigation simulation tools such as X-Analytics. We will use Cyber-based economic insights and real world outcomes to show how governance, economic modelling and AI can work together to reposition risk from cost centre to capital-aware contributor.
Trust at Scale: Governing AI, Cyber Risk and Emerging Technology—From City Hall to Global Capitals
Governments face a defining tension: Move fast enough on AI to stay relevant, or slow enough on risk to stay trusted. This session argues you don't have to choose. ServiceNow's Head of Government Affairs & Public Policy, Combiz Abdolrahimi, joins the Lieutenant Governor of Nevada and technology policy leaders from the U.S. and abroad to explore how governments can scale AI responsibly—without sacrificing security, accountability, or public trust. The conversation will tackle the hard problems: unified visibility across IT, OT, and IoT; resilient, citizen-centered digital services; and the policy frameworks that make agentic government actually work. Grounded in ServiceNow's Blueprint for Agentic Government, attendees will leave with a clear picture of what a unified trust engine looks like in practice — and what it takes to get there.
Call My Agent: Demystifying AI Agents in ServiceNow
AI Agents are transforming how work gets done in ServiceNow - but what really happens behind the scenes when you “call your agent”? In this interactive lecture-style session, you’ll gain an understanding of the orchestration that takes place behind the scenes, from intent recognition and context grounding to natural language-driven reasoning and action execution. Whether you’re a creator, admin, or AI steward, this session will help you confidently explain how ServiceNow’s AI Agents work, what makes them safe and reliable, and how to design your own for maximum impact.
Build Agent Lab: Turn Business Language Into Working Apps in Minutes
Business needs don't wait for development cycles. In this lab, you'll use Build Agent to create new applications and extend existing ones by describing what you need in natural language. Build Agent's contextual awareness of your platform, data, and workflows translates your prompts into working processes, custom UI, integrations, and tests. You'll leave with a bespoke application you built yourself tailored to your requirements and ready to deploy.
First Ever Agentic AI Within Philips
Philips Enterprise Informatics partnered with Plat4mation to turn complex, high‑volume service operations into an AI‑first model on ServiceNow. Using agentic workflows and Now Assist, we automated case triage, enriched knowledge, and accelerated resolution. Outcome: a 300% ROI in 3.5 months. This session shares the blueprint: the squad setup, readiness checks, adoption tactics, and lessons learned to scale GenAI safely across regulated environments.
Build an AI-Powered Case Triage Agent for Financial Services
Financial Services teams face intense regulatory pressure to handle customer complaints quickly, consistently, and with full auditability. Complaints arrive unstructured through inbound email yet require precise interpretation and defensible action. In this hands on lab, you will build an agentic AI complaint triage workflow. You will configure AI agents that classify complaint intent, research context, and guide supervised complaint case creation and routing. You will leave with a working agentic workflow and a practical blueprint for compliant complaint handling at scale.
Putting AI Agents to Work to Increase Employee Productivity
Putting AI to work for your people will increase productivity within your organization. In this hands-on workshop you will learn to build AI Agents and put them to use within HR workflows. Through the creation of an AI Agent, a custom Skill, and Tools to support that Agent, you will be able to use a working scenario and better understand how AI can aid work in your organization.
Transform to Autonomous Customer Service: Build AI Agents That Deliver Value
This hands-on lab walks you through building AI Agents for Customer Service using AI Agent Studio. You will customize data sources, ground individual AI Agents, and build an autonomous AI Agent. Learn how AI Agents reason and execute multi-step actions, how the agentic framework differs from traditional implementations, and what changes in design, governance, and testing. Apply best practices from successful implementations and walk away with a working AI Agent and the confidence to design and scale agentic workflows.
Autonomous IT Workshop: Your Roadmap to Zero
What if your IT operations could run themselves? ZERO outages. ZERO asset blind spots. ZERO touch IT. ZERO strategy drift. This is Autonomous IT enabled by the ServiceNow AI Platform. In this hands-on workshop you will automate workflows across IT operations, asset, portfolio management, and service delivery. This workshop is designed for technology leaders and professionals interested in perusing an Autonomous IT Strategy. All attendees will leave with a "ZERO" strategy to guide their organization towards Autonomous IT. Seeing is believing. Come see what's possible.
Master Complex Sales Operations: AI-Powered Quote and Order Management
Revenue leaks when quotes sit in approval limbo, configurations break, and order fallout cases pile up. Get hands on with ServiceNow's Sales CRM tools, CPQ and Order Management, to learn how to tackle some of the most common sales operations challenges. Learn how to create and manage configuration and pricing rules, configure AI-assisted guided selling, set up automated case management for order operations, and more. Walk away with practical techniques to compress quote cycles, eliminate order fallout through AI-driven resolution, and create frictionless handoffs from sales to fulfillment.
Ground It Right, Drive Adoption: GenAI Skills for Every CSM Persona
Get a hands-on lab from the perspective of key Customer Service personas. We will focus on using and designing grounded Generative AI skills that deliver consistent value with Now Assist for CSM. Learn when to use each AI type, improve live agent productivity, increase admin efficiency, give managers clear visibility, and enable personalized customer self-service that delights. We will review implementation best practices and lessons learned to ensure skills are trusted, scalable, and form the foundation for effective agentic workflows
Lab: AI Data Explorer, Hands-On Data Exploration
Get hands-on with AI Data Explorer, ServiceNow's AI companion for instant insights and deep data analysis. In this lab, you'll ask questions in natural language, watch them turn into visualizations and documented insights, and explore both Standard and Extended analysis modes. You'll also learn how to collaborate with colleagues in shared explorations, integrate external data via Workflow Data Fabric, and add AI-generated visualizations to dashboards. Bring your questions and leave ready for go-live!
Architecting Data for AI—The Technical Architect’s Role in Building Intelligent Enterprise Foundations
As AI continues to reshape how businesses operate, data architecture has become one of the most critical enablers of successful AI adoption. This session explores the evolving role of the Certified Technical Architect (CTA) in designing data-driven systems that support scalable, secure, and intelligent enterprise solutions. AI systems rely on more than just access to data. They require a data architecture that is intentional, well-governed, and optimized for learning, automation, and decision-making. Whether enabling agent to agent interaction, generative workflows, or predictive analytics, the underlying data strategy must be designed with AI outcomes in mind. In this session, we will explore how CTAs and Enterprise Architects can collaborate to: Design AI-ready data architectures that support real-time access, data quality, and contextual relevance Integrate structured and unstructured data across systems to provide AI with meaningful input Build data pipelines and models that align with enterprise governance, privacy, and scalability requirements Address common challenges where poor data design leads to unreliable or biased AI behavior Participants will engage in an interactive lab using a practical AI business use case, applying architectural thinking to data challenges and aligning technical decisions with broader enterprise AI strategies. Join us to understand how the role of the Certified Technical Architect is expanding in the age of AI, and learn how to design data architectures that empower smart, adaptable, and responsible AI solutions.
Sales CRM—Discover ServiceNow CPQ
This session will focus on introducing administrators, developers, platform owners, and other stakeholders to ServiceNow® CPQ. With this hands-on lab participants will discover how this AI-powered tool empowers sellers, agents, and customers to configure and price complex solutions in minutes with no-code, point-and-click administration.
Call My Agent: Demystifying AI Agents in ServiceNow
AI Agents are transforming how work gets done in ServiceNow - but what really happens behind the scenes when you “call your agent”? In this interactive lecture and hands-on lab session, you’ll gain an understanding of the orchestration that takes place behind the scenes, from intent recognition and context grounding to natural language-driven reasoning and action execution. Whether you’re a creator, admin, or AI steward, this session will help you confidently explain how ServiceNow’s AI Agents work, what makes them safe and reliable, and how to design your own for maximum impact.
Procurement at the Speed of AI: Hands-On Agentic Workflows for Source-to-Pay
Your source-to-pay teams are doing work AI should be handling. In this hands-on lab, you will configure Agentic AI workflows inside ServiceNow's Source-to-Pay using Now Assist, from supplier onboarding to automated approvals and invoice digitization. No theory. You will leave with a working example, a clear implementation framework, and the confidence to bring Agentic AI back to your organization. If your organization is still managing S2P manually, this session will empower you to change that.
How Entergy Leverages Operational Technology Management to Stay Compliant
Entergy operates one of the most complex energy infrastructures in the U.S., spanning nuclear, gas, and renewable assets across multiple regulatory jurisdictions. In this session, learn how Entergy uses ServiceNow Operational Technology Management to unify visibility across its OT environment, streamline compliance workflows, and reduce audit risk. Learn how Entergy is using a single platform approach to OT governance turns regulatory complexity into operational confidence.
Redefining Scheduling: Workforce Solutions for a Connected Consumer Ecosystem
Join our session as Delta Air Lines and Deloitte’s ecosystem partners showcase W.I.N.G.S., an end-to-end workforce management solution that unites tech ecosystems and empowers AI at its core. Discover how this integrated approach streamlines scheduling, drives agility, enhances collaboration, and empowers teams—laying a scalable foundation for transformation across consumer industries. The result: agility, effectiveness, and empowered teams.
Synchronizing CMDB and Task Flows in a Multi‑Instance ServiceNow Ecosystem
Learn how TSB Bank uses ServiceNow® Service Bridge to synchronize CMDB data and orchestrate task flows across multiple ServiceNow instances, both internal and partner‑managed. This session explores how seamless data exchange and structured task hand‑offs enhance partner collaboration, ensure service continuity, and accelerate incident resolution, with practical insights into integration patterns and lessons learned from a complex financial services ecosystem.
A Multi-Faceted Approach to CI and Asset Discovery in Restricted Networks
Customers struggle with security, regulatory, and/or feasibility issues with installing ServiceNow discovery in regulated networks. APS partnered with KPMG to take a multi-faceted approach to get CI and asset information from these networks safely, securely, and efficiently. Updating CI and asset information for all servers in restricted networks required connecting to third party applications: Tenable and SCCM. It also required the usage of the Portable Agent Client Collector (ACC). Using this multi-faceted approach APS was able to extend discovery successfully into the restricted networks.
Activating the Workflow Data Network: AI‑Ready Data for Insight to Action
The Workflow Data Network is our ecosystem of data and analytics partners. It provides a unified way to connect, contextualize, and control data inside the flow of work by integrating best‑of‑breed data and analytics players. With Rooms To Go and Teradata IT, this session shows how the ecosystem supports AI‑ready data across environments, enabling governed workflows, cross‑platform analytics, and agent‑driven actions. We cover customer patterns and how Workflow Data Fabric accelerates Insight to Action. See how organizations are activating this ecosystem today and where we’re headed next.
Enabling Sovereign Cloud: ServiceNow Private Stack on Wind River
As AI evolves, more organizations are rethinking where their data and workflows live. For many in regulated, disconnected, or air gapped environments, bringing cloud capabilities on premises is the next frontier. Join this fireside chat to discover how ServiceNow Private Stack, powered by Wind River Cloud Platform, delivers the full ServiceNow experience on premises without compromise. Learn how automated lifecycle management, carrier grade resilience, and full stack observability put you in control of performance, security, and data sovereignty.
PPMNow: Powering Financial Control and Project Excellence Digitally at Iberdrola
PPMNow is more than a technology upgrade—it’s a strategic leap toward integrated governance and operational excellence. By introducing modern portfolio management standards, Iberdrola consolidates processes, boosts transparency, and elevates decision-making globally. The challenge? Accelerate delivery without sacrificing financial rigor. PPMNow delivers real-time visibility, robust cost control, and agility, empowering teams to act fast while staying compliant. The result: a unified, future-ready platform that drives collaboration, governance, and smarter digital transformation worldwide.
Empowering GBS: J&J’s Service Management Transformation Journey
Embark on Johnson & Johnson’s groundbreaking Service Management Transformation (SMT), where innovation meets scale. We simplified five Global Business Services functions—Experience Center, HR, Procurement, Payroll, and Expense Reporting—into a single, integrated ServiceNow ecosystem. With a modern Employee Center portal and streamlined case management, we empowered 140,000 employees worldwide. Anchored on Efficiency, Effectiveness, and Employee Experience, this session shares how integrating 27 systems redefined GBS excellence and delivered measurable business outcomes.
The Service Driven Plant: Bosch Rexroth's Future-Proof Agentic AI Journey
Learn how you can implement a "Service Driven Plant" with the ServiceNow Platform. Put "User Centricity" for all Shopfloor Employees in the center of all your activities to get extraordinary acceptance and usage. Manage and service all your IT-, OT- and Machine Assets with ONE future proofed Agentic AI solution
Five Game-Changing Moves in Arthur J. Gallagher's AI-Powered ESM Journey
Discover how Arthur J. Gallagher & Co., together with HCLTech and ServiceNow® platform, scaled enterprise operations with AI —simplifying complexity, improving resilience, and enabling global IT.
Learn to Agentify Your Playbooks and Analyze Them Using Process Mining!
In this hands-on lab, you'll follow a structured journey: start with a standard Playbook, transform it into an Agentic Playbook, and then use Process Mining to analyze its execution. Learn how to agentify your workflows step by step, before diving into Process Mining to spot bottlenecks, slow phases, and inefficiencies. Join the live discussion to share your feedback and help shape our roadmap. Walk away with practical skills to build, agentify, and optimize the next generation of automated workflows!
Keep Critical Enterprise Assets Running With EAM
In this lab experience, dive into ServiceNow Enterprise Asset Management workspace and discover how to gain asset visibility, enhance asset performance, and slash maintenance costs. Through hands-on activities and real-world scenarios, master proactive skills that maximize asset lifecycle, lower total cost of ownership, and reduce risk across your physical asset portfolio. Plus, get an exclusive look at the AI technologies shaping the future of EAM.
Accessibility and Globalization: Customizing the World of Work
Your workforce spans abilities, languages, and borders — your platform should too. In this interactive workshop, ServiceNow leaders will explore the intersectional power of accessibility and globalization, sharing customer stories that show what's possible when these strategies work together. Join a fireside chat with Honeywell to learn about their inclusion journey. Then join your peers at the roundtables to tackle real challenges: closing the gap between A11y and G11n strategies, designing for inclusion from day one, and building experiences that truly work for everyone.
Go With the Flow: Hidden Features That Unlock Flow Designer’s True Power
This session reveals the hidden capabilities that make Flow Designer truly powerful-debugging shortcuts that'll make you wonder why you ever did it the old way, security features that lock down your flows, reusability techniques that save hours, and secret features that solve problems you thought were impossible. Discover the tools pros use, performance tricks that make flows fly, security best practices that protect your automations, and reusable patterns that eliminate duplicate work. Walk away knowing what separates good builders from great ones. Ready? Let's go.
Transformed, Not Replaced: A Deeper Dive into the 2026 Future Market Skills Forecast Report
This 30‑minute interactive session takes attendees beyond the headlines to explore the data behind our 2026 Global AI Skills Market Analysis report, discussing how talent demand is shifting across countries and sectors, the regions and industries that will experience the greatest transformation, and which jobs will be in highest demand. Meet the analysts behind the research... ask questions, challenge assumptions, and examine what the findings really mean for organizations and careers as skills demand continues to shift over the next 5 years of this AI evolution.
Transformed, Not Replaced: ServiceNow's 4th Annual AI Skills Forecast Report (Part Two): Role Impact and Talent Demand Predictions
Leaders and individual IT professionals now know they need to upskill and reskill to thrive in the AI era — but which skills matter most, and where? The 2026 Global AI Skills Market Analysis from ServiceNow and Pearson reveals how skill demand is shifting across countries and sectors, which regions and industries are experiencing the greatest transformation, and the jobs that will be in highest demand over the next 5 years of AI evolution across the industry. Join us to discover how to position your workforce — and yourself — for what comes next.
Transformed, Not Replaced: ServiceNow's 4th Annual AI Skills Forecast Report (Part One): Global Market Predictions
Leaders and individual IT professionals now know they need to upskill and reskill to thrive in the AI era — but which skills matter most, and where? The 2026 Global AI Skills Market Analysis from ServiceNow and Pearson reveals how skill demand is shifting across countries and sectors, which regions and industries are experiencing the greatest transformation, and the jobs that will be in highest demand over the next 5 years of AI evolution across the industry. Join us to discover how to position your workforce — and yourself — for what comes next.
Building a Strong Knowledge Foundation to Realize AI Value
Discover how Intermountain established a strong knowledge management strategy to transform employee experiences and drive AI success. Attendees will gain insights into practical strategies for capturing and sharing knowledge, fostering cross-team partnerships, and creating a feedback-driven approach content ecosystem. Walk away with actionable steps for organizations seeking to balance technological innovation with the human element in service management and knowledge practices.
Better Together: Scaling ITAM Governance for a Healthier Technology Ecosystem
At CVS Health, “Better Together – Healthier Happens Together” guides our technology and community management. This session highlights our scalable ITAM governance framework that unites teams, strengthens accountability, and delivers measurable outcomes. Through ITAM Governance Board and CCB partnership, we align asset and configuration practices, ensuring a trusted technology view. Supported by ownership models, KPIs, and a CSDM foundation, our approach drives transparency, compliance, and smarter decisions, proving we are better together.
Autonomous IT: Where Agentic AI Gets Real
Everyone's talking about agentic AI. You're the one who has to make it work with your data, your change processes, your stack. This session is about what that actually looks like. Jeff Hausman walks through the Autonomous IT vision across service, operations, asset, and strategy management where AI Specialists don't just assist, they finish work. Docusign shares what it took to go from pilot to production. See live demos alongside the roadmap for what's coming next. This isn't AI as a concept. It's IT running differently, because your team built the foundation for it.
Strategic Lessons From Deloitte’s AI‑Powered ServiceNow Transformation
Discover how Deloitte leveraged ServiceNow® to transform enterprise operations, accelerate decision-making, and unlock new growth. This session shares actionable strategies for scaling AI and automation across IT, HR, and risk, building a Center of Excellence, and turning platform investments into measurable business value. Ideal for leaders shaping technology strategy and enterprise agility.
From Legacy Complexity to Platform Control: Modernizing AP With ServiceNow
Many organizations rely on internally built financial systems that once met business needs but now constrain scalability, governance, and visibility. This session explores the strategic transformation of Accounts Payable Operations from a legacy in-house platform to ServiceNow® APO. Attendees will learn how platform consolidation enabled stronger controls, standardized workflows, improved supplier collaboration, and a more resilient operating model built for enterprise growth.
From Surge to Steady State: Epic Go-Live Support Powered by Now Assist
Intermountain Health’s Epic go-live generated over 70,000 incidents in the first month, presenting major support challenges. Discover how, using Now Assist, they leveraged AI to turn overwhelming demand into operational excellence. By using AI to automate ticket routing, triage, and support, they reduced triage staff needed by 50 FTEs, reduced average ticket handle time by four hours, and deflected thousands of tickets. Attend this session to learn proven strategies you can apply to create measurable value in your own organization using Now Assist.
The Future of Disputes is Now
For financial institutions, disputes have become a defining moment for operational efficiency, compliance, and cardholder trust. Rising volumes and complexity are exposing the limits of fragmented systems and manual workflows. This session covers what issuers are facing now and how Visa and ServiceNow®️ are delivering a unified dispute management platform that reduces complexity, applies AI to speed resolution, strengthens compliance, and improves outcomes without disrupting existing operations.
Autonomous IT for the Modern Enterprise
How can organizations extend ServiceNow® with AI securely and at scale? Robin by Atera is a 24/7, context-aware AI agent that fixes technical device issues autonomously. Accessible through your organizational channels like MS Teams, Slack, WhatsApp, and even email, Robin solves issues across devices, network, and the cloud. With Robin, your employees get faster resolution, IT teams gain intelligent assistance, and organizations unlock efficiency at scale.
Process Mining Use Cases—Finding Automations, Bottlenecks, and Opportunities
In this lab we will share some common questions that Process Mining can help answer and show different ways you can use the solution to identify additional insights. Process mining is unique in that even a complete beginner can find answers to the most challenging and complex issues facing companies. Which aspects of my processes can be automated, what are the savings of utilizing things like Now Assist and agents? Where in our processes are we breaching SLAs? Who is holding onto the work the longest before transferring? We will answer ALL of these questions in minutes not months!
Architecting for AI: Preparing Your Instance for What’s Next
Transform your instance into an AI-ready powerhouse. This interactive workshop combines lecture, demo, and discussions to guide you through key architectural, data, and governance steps for adopting AI safely and effectively. Discover how to clean and prepare data, align integrations, and create a future-proof roadmap that accelerates AI adoption without breaking existing processes.
Agentic Workflows in Action: Smarter Automation on the Now Platform
Unlock the future of automation with modular AI agents on the Now Platform. This interactive workshop combines lecture, demo, and discussions to help you master agentic workflow design. Learn how to build connected AI agents, handle prompts cleanly, and balance governance with flexibility. Walk away ready to design, orchestrate, and scale intelligent workflows that deliver real business impact.
Enhance Software License Management With Improved Workbench Capabilities
Enhance your Software License Management with the improved Software License Workbench in ServiceNow. In this hands-on lab session, you’ll explore new features like integrated health checks, license consumption analysis, and an enhanced publisher view. Learn how these updates help you improve data accuracy, stay compliant, and optimize usage—while reducing audit issues, legal risks, and security concerns.
System of Record to System of Action: The Future of AI-Native Selling Inside SN
Sellers don’t lose deals because they lack data. They lose because they lack clarity. Legacy CRMs were built to store data, not drive action. They can’t tell you what's really worth pursuing, or the next steps to win. SalesAssistIQ, built natively in ServiceNow, transforms CRM from repository to real-time revenue engine. Sellers gain an Agentic AI workforce that drives faster qualification, cleaner decision-making, and a 20–30% improvement in deal velocity. Drawing on innovation emerging inside the ServiceNow ecosystem, SAIQ transforms CRM into a system of action - continuously learning, coaching, and driving revenue.
Skills Acceleration: How Credentials Turn Into Productivity and Promotions
Most organizations are realizing that skills have become the new currency of performance. This session reveals how modern credentials and certifications accelerate productivity shorten time to proficiency deepen customer trust and create a measurable competitive edge for both partners and customers. Attendees will learn how today’s most effective teams use skills intelligence to match people to the right work accelerate adoption of the Now Platform and unlock growth across practices and business units. Why attend? Whether you are a leader oran indivdual contributor. You will walk away with a clear model for linking the world of skills & credentialing to business impact. Incuding practical ways to use ServiceNow University to fuel organizational readiness and promotions.
Future Ready in 30 Days: The Blueprint for Building an AI Enabled Workforce
The pace of change has collapsed and workforce transformation can no longer be a year long initiative. This session introduces a new 30 day model for rapidly preparing teams for the AI era using skills based design accelerated learning science and targeted credentialing to build readiness without heavy lift. Attendees will learn how to define critical skills rearchitect roles deploy rapid learning accelerators and use AI assisted coaching to shrink time to proficiency while improving performance and employee confidence. Why attend? You will leave with a say formula to create a 30 day plan you can put into motion immediately. Tactics to deploy and accelrate AI adoption. All with the ultimate goal of impacting you bottom line. Plus a clear understanding of how ServiceNow University certifications and learning pathways help organizations and individuals become future ready at speed.
Enriching AI Control Tower With Visibility and Business Context From ITOM
You likely have a lot of data and growing AI initiatives, but you're missing how it all ties together with business context. Establishing relationships between AI Agents, models, prompts and the rest of your IT infrastructure, while assessing their service impact is critical to optimize your service delivery and AI investments. During this session, you'll learn how IT Operations Management solutions can now empower you to have all this, and more, natively integrating with AI Control Tower instead of you cobbling it together.
