Knowledge 2026
717 sessions, 88 canceled
Turning On Is Easy—Driving Value Is Hard: Five Tips to Master Now Assist for VA
Enabling Now Assist for Virtual Agent may look simply, but driving performance, adoption, and real value takes more than a switch. In this session, we’ll share key configurations and proven tips from implementations that boost user satisfaction, response accuracy, and efficiency. Learn how to make your bot deliver faster, personalized, and empathetic results—while tracking deflections to measure impact and ROI.
Deliver an AI-Powered Employee Experience From Hire to Retire
This session explores how ServiceNow's AI-powered platform transforms the entire hire-to-retire journey—streamlining onboarding, empowering self-service, supporting career growth, and managing every milestone in between. Join us for an engaging presentation and hands-on labs that showcase how AI and automation are embedded across HR workflows to eliminate silos, reduce manual effort, and unlock strategic value. You'll learn how visionary organizations are leveraging ServiceNow to unify data, orchestrate workflows, and deliver consistent, consumer-grade experiences across HR, IT, and workplace services.
Spend to Insight: Deriving Application Portfolio Decisions through Cost Clarity
Moving from fragmented infrastructure spend to a business‑aligned view of application spend? This session shows how Eversource uses ServiceNow® to automate cost transparency for 400+ enterprise applications spread across various portfolios. Leveraging CMDB, Discovery, Service Mapping, EA, HAM and cloud cost data, LTM built a scalable model to allocate shared costs, separate CapEx and OpEx, and calculate true TCO(Total Cost of Ownership).We’ll cover cost attribution, reporting by application and environment, lessons on adoption, and what’s next—service‑level costs, labor, and AI‑driven insights.
NTT DATA: Your AI Galaxy Is Expanding—Are You in Control?
AI is entering every workflow, every function, every decision path. Most organizations are racing to rapidly expand their AI galaxy. Few are preparing to control it. ServiceNow® leaders must now step beyond Service Operations and define how AI behaves across the enterprise. You are uniquely positioned to become the guardians of AI governance, visibility and sustainable adoption. In this session, NTT DATA shares a practical framework for moving from ITSM to AI-Integrated Service Management, so you can take ownership of your organization’s AI galaxy.
The End of Patchwork Enterprise: One Platform, Real Results
The average enterprise runs 367 applications and countless AI tools, creating a Patchwork Enterprise where AI initiatives fail to scale. Learn how ServiceNow unifies data, AI, workflows, and security as your control tower—connecting intelligence to execution across 80 billion workflows annually so your people spend less time on fragmented systems and more time driving real outcomes.
ServiceNow Solutions Made Simple: An Interactive Introduction
New to ServiceNow? Not in a technical role? This session is built for you. In 90 min, we’ll explore how ServiceNow solutions simplify everyday work, remove friction, and deliver better experiences across IT, HR, and Customer Service—without diving into technical details. Through real examples you’ll see how organizations speed up onboarding, resolve issues faster, and improve service delivery. No jargon—just clear, practical takeaways you can use. This is a sneak peek into our paid workshop experience designed to help you unlock the full value of ServiceNow.
Stave Fleet Management AI Transforms Enterprise Fleet Operations
Stave Fleet Management AI transforms enterprise fleet operations. This solution unifies telematics data with enterprise asset records, enabling predictive maintenance, conversational fleet queries, and automated compliance. Key AI capabilities include: reduced downtime by 40% through proactive maintenance recommendations; natural language interfaces for instant fleet status and workflow initiation; and continuous compliance monitoring that automates safety training and audit documentation. Unlike standalone platforms, Stave Fleet Manager requires no additional integration since it is natively built on ServiceNow®.
An Intelligent Assistant for NIST: Transforming GRC Evidence Management
Managing NIST compliance often means chasing evidence across 100+ complex requirements—a manual process that slows teams and burdens respondents. What if AI could streamline it all within ServiceNow? This session introduces our NIST AI Assistant, built natively in GRC Evidence Management. See how it translates complex controls into clear evidence requests, provides real-time feedback for complete responses, and auto-scores submissions to accelerate compliance reviews.
All in on ServiceNow: Petrobras Strategy for End-to-End IT Management
Petrobras consolidated all its IT management on the ServiceNow platform. From ITSM and SPM to ITOM, IRM, and SECOPS, the company runs 10 parallel project teams driving an integrated operating model that manages over 25 million CIs and 3 million annual requests. Now Assist for ITSM is being piloted to automate triage and impact analysis, supporting a USD 1 billion annual portfolio and 10,000+ users. The session shares lessons learned in culture change, AI adoption, and scaling governance in one of the world’s largest industrial IT ecosystems.
Leading Through the Shift: Build AI Adoption That Sticks
AI is reshaping how we work, learn, and lead—and traditional change strategies aren’t keeping up. In this session, discover how adoption strategies evolve in an AI‑powered world and what leaders can do to build trust, reduce resistance, and create a culture where people feel confident experimenting with AI. You’ll learn practical ways to foster curiosity, empower teams to “play with purpose,” and lead change that fuels innovation rather than fear.
How Bell Canada Leveraged “GuardRails” AI to Drive Enterprise Use of ServiceNow
Discover how Bell Canada successfully manages their ServiceNow environment to meet the demands across a large, complex and fast-paced enterprise. With multiple development teams driving innovation across the enterprise, Bell Canada needed real-time visibility into development risk and governance. By leveraging Dyna Software’s AI-powered product “GuardRails", Bell strengthened platform control, eliminated unwanted technical debt, and accelerated outcomes—proving how AI can turn complexity into clarity, speed, and sustained innovation to enhance their enterprise use of ServiceNow.
Momentum Made Real: How AI Pacesetters are Redefining What's Possible with ServiceNow
What does it take to go from AI ambition to AI achievement? Find out firsthand. In this session, our four AI Pacesetter Award winners, Takeda, Hitachi Energy, Standard Chartered, and NEC, share the inside story of their remarkable transformations — from ideation to game-changing outcomes. These innovators will reveal how they harnessed the AI Maturity Index to move at velocity, build AI governance, and turn strategy into real-world value. No fluff — just real stories and proven strategies from organizations redefining what's possible with AI. Walk away ready to chart your own path.
Activate Your AI Control Tower with Customer Success
Your competitors are reinventing their businesses with AI in weeks, not months. Discover how ServiceNow Customer Success helps you stay ahead—with the guidance and tools you need to deliver autonomous workflows at scale, working side by side with your partners and internal teams. In this session, learn how the latest customer success innovations can help you no matter where you are in your AI journey. Plus, hear directly from Hitachi Energy on how they've saved thousands of hours through automation and self-service with help from customer success offerings like ServiceNow Impact.
The Agentic HR Operating System for the Future.
Join us for this "TED Talk" style presentation. With the evolution of agentic AI, legacy HR systems are struggling with their enterprise AI strategy, adoption, and poor user experience. Novaworks, the first-ever AI-native Core HR operating system built on the ServiceNow® platform, combines the scale and security of the NOW platform with the flexibility and interoperability to enable organizations to flex their operating models. Learn how you can drive industry-focused competitive advantage and massive workforce transformation empowered the next gen human capital solution for the enterprise.
Building a Modern App Store: Centralized Delivery for Compliance and Experience
Behind every innovation at CVS Health is a commitment to people. Together with Deloitte, CVS Health built a centralized ServiceNow App Store to streamline software delivery, boost compliance, and empower teams through automation. Today, over 95% of software installs and uninstalls are handled automatically, dramatically reducing manual effort and accelerating delivery. Join this session to learn how CVS Health is blending technology, purpose, and care — “bringing our heart to every moment of your health.”
Workforce Innovation and Enablement With Accessibility
Join this interactive roundtable session opening with a fireside chat with Karen Pavlin and Dr. Alaina Beaver to explore how accessibility features drive workforce innovation, empower diverse teams, and unlock productivity across the enterprise. Attendees will hear a customer success story from Geoff McDiarmid of the Canadian Government, then participate in facilitated roundtable discussions on two key themes: neurodiversity and productivity, and AI-driven innovation in accessibility. Gain insight into new and existing accessibility capabilities to empower your organization!
Now on Now: From Blind Spots to Control—Securing Non-Human Identities With Veza
The ServiceNow Security Organization is customer zero for our security solutions. This Now on Now story shares how we’re integrating the ServiceNow AI Platform with Veza to tackle one of the fastest-growing attack surfaces in the enterprise—non-human identities (NHIs). The explosion of AI agents, service accounts, and API tokens means most security teams lack a unified view of who and what can access critical assets. We'll show how Veza Access Graph continuously discovers and maps permissions across cloud, SaaS, and on-premises environments, enriching the ServiceNow CMDB with real-time identity and access context. This data is then available across our platform to reduce risk and enhance governance. The result: Zero swivel-chair pivots, automated remediation on detection, and 100% of NHIs mapped to CMDB CIs. By combining ServiceNow and Veza, we’re transforming identity risk into a continuous, auditable control plane. Learn what we’re doing and how you can follow our lead to make your organization more secure.
Figma Fundamentals for Creating Better ServiceNow Experiences
Need feedback from stakeholders and users faster? Join us for a practical, implementer-focused session that will help you deliver great user experiences on the ServiceNow AI Platform with our free design resources. Learn how to use Figma to rapidly concept and prototype product configurations before spending dev cycles and get an intro to Figma Make; the native gen-AI tool that speeds ideation. Taking this course is a key part of the content mastery required to earn the UX Micro-Certification.
Build It Like a Pro: Your First Desktop Agent
Step into the future of automation! In this hands-on lab, you’ll build an end-to-end Agentic Desktop workflow that connects multiple Desktop applications without writing a single line of code. Learn how to record actions, insert AI-driven decisions, plug-n-play within ServiceNow AI Agents Studio. Walk away with a working bot and a new mindset for building AI-powered desktop workflows
Reimagining IT Support: The Journey to an Autonomous Future
In this session, discover how to transition from reactive IT operations to an AI-powered autonomous model built on the ServiceNow ecosystem. The journey features a phased transformation from human-centered service, through hybrid AI agents handling everyday tasks, toward fully autonomous systems that detect, diagnose, and resolve IT issues. The session will discuss how NVIDIA IT is addressing operational challenges and participants will gain practical guidance to develop intelligent workflows, by leveraging AI to optimize IT efficiency, and provide personalized support across your enterprise.
Trigger ServiceNow From Any Third-Party System: Inbound Integrations Made Easy
Do you work with multiple external apps and wish they connected seamlessly with ServiceNow? Join this lab to learn how External Triggers simplify inbound integrations with tools like GitHub, Jira, DocuSign and many more. Discover how to kick off ServiceNow flows in real time from any external system — no complex coding required. You’ll build a working inbound trigger and see how low-code connectivity makes cross-system automation faster and easier than ever.
HR Success: UCLA Health’s People-First Approach to Building Manager Hub
UCLA Health’s Manager Hub portal began with one guiding principle: put people first. Before designing anything, the team met with managers to understand their pain points and priorities. That early collaboration shaped a ServiceNow®-powered portal that unified HR processes, systems, and staff insights in one intuitive place. In this session, learn how UCLA Health’s “people first” approach builds trust, accelerated adoption, and created a foundation for long-term transformation, proving that when you design with people, success follows.
Prompt Engineering: Being Good at Writing Prompts Starts With Being Bad at It!
All great prompt engineers started by writing bad prompts. And then learning what makes them better. Join us to learn more about certain prompt frameworks and techniques turns messy AI responses into reliable results. We’ll also look at why LLMs rely on well-structured prompts from a technical standpoint. With real examples from ServiceNow Build Agent and Now Assist Skill Kit, you’ll gain practical methods to craft clear, consistent, and effective prompts every time.
The Four Superpowers That Turn AI Chaos into Results
Every enterprise is experimenting with AI—but most are left with sprawl, risk, and disconnected tools. In this spotlight, we’ll show how the Australia release gives platform teams four real superpowers: the ability to sense what matters, decide with enterprise context, act to deliver outcomes, and secure AI at scale. No hype. No slideware. Just live demos of what’s shipping now—and how teams can turn AI chaos into durable advantage.
From Pilot to Adoption: How FDEs Deliver AI That Drives Value
The gap between an AI demo and a production-grade enterprise solution is where most initiatives die. Through multiple real-world builds across different industries, this session shows how ServiceNow’s Applied AI Forward-Deployed Engineering (FDE) team turns pilots into live, production-ready enterprise AI with speed, governance, and clear acceptance criteria. We then share seven actionable strategies to accelerate AI adoption, activate champions, build lasting user engagement, and drive measurable business value and ROI across your organization.
AI Agent Prompting Tips and Tricks
Learn how to build AI agents that actually get work done. This session covers prompt design fundamentals, managing edge cases that break agent workflows and anchoring agents with the right context and guardrails. You'll leave with practical techniques to improve agent accuracy, reduce hallucinations, and scale agentic automation across your organization.
Your AI Agents Are Live. Your Workflows Are Still Broken. 5 Process Mining Fixes That Work.
AI agents don't fix broken processes. They run inside them. In this session, we'll work through five real improvement opportunities — including multi-hop reassignments, SLA breaches, and AI agents that aren't performing the way you designed them to. For each one, Process Mining surfaces the data-driven context behind the problem — what's actually happening, where, and why — so you and your team can act on it in the same platform where your workflows run. You'll leave with five fixes you can apply immediately — and see the impact where it counts: resolution times, SLA compliance, and AI agent performance.
Hybrid Automation: The AI-Powered Next Chapter for Flows and Playbooks
Your existing workflows are great, but the future of enterprise process management is hybrid. See the exact, replicable steps we took to integrate Now Assist skills and AI Agents into core business processes, moving beyond simple automation to intelligent, adaptive systems. We’ll demonstrate how AI agents can handle complex, edge-case scenarios your current workflows can't. Walk away with the proven framework to supercharge your service delivery and accelerate time to value.
Six Ways to Make Your Software Accessible and WCAG Conformant
Frustrated that although the ServiceNow platform is accessible, your custom apps and configuration often end up with accessibility issues. Come meet our Accessibility experts who will show you tools, resources, and guidance to ensure success!
Why AI Conversations Go Wrong (and How to Fix Them)
We've all been let down by AI. It confidently answers the wrong question. It even makes you feel like the problem. If you build, configure, or champion AI agents and assistants, this one is for you. You'll dig into real, broken AI interactions, and what you find might not be what you expect. The issue is almost never how it appears, and the fix is rarely your first instinct. Join this roundtable discussion where racilitators will challenge your assumptions as you diagnose what broke and redesign it into something better. Leave with sharper instincts, a diagnostic framework, and the vocabulary to advocate for better AI experiences.
Knowledge Unscripted
The AI conversation has shifted from possibility into execution. Join us for an unscripted conversation about power, creativity, accountability, and what it actually means to build progress people trust.
Stop Babysitting Your Infrastructure: AI Agents for ITOM Automation
What if your infrastructure could manage itself? In this live demo, we will show how AI agents integrated with ServiceNow ITOM can create discovery schedules, add IP ranges, and troubleshoot credentials—all from a single natural-language prompt. No smoke, no mirrors—just real automation running on real VMs. You’ll walk away with proven architecture patterns, sample code, and lessons learned to help you build self-healing, self-configuring infrastructure powered by ServiceNow and AI.
AI-Driven Strategies to Leverage LinkedIn in the ServiceNow Ecosystem
In this interactive workshop, participants will explore how to use AI tools and large language models (like ChatGPT) to enhance their LinkedIn presence within the ServiceNow ecosystem. Through guided instruction and live activities, attendees will learn to optimize their profiles, craft compelling content, and grow authentic professional connections. Participants will leave with personalized AI feedback and a 30-day LinkedIn action plan to boost visibility, credibility, and community impact.
Stop Searching, Start Sourcing: Hire ServiceNow Talent
You're competing for the same ServiceNow talent as everyone else. There's a better way. ServiceNow University Skilling Programs are building a thriving ecosystem of 75,000+ job-ready candidates in 2026 who are certified, trained, and ready for immediate impact. Discover three game-changing talent sources: Academic Partnerships graduating platform-experienced students, RiseUp with ServiceNow transforming career-changers in months, and Placement Partnerships delivering pre-vetted candidates on demand. Walk away knowing exactly where to find your next ServiceNow hire beyond LinkedIn.
Re-platforming for Real AI Outcomes: Asurion’s Path to Unlocking More Value
Asurion’s ServiceNow® platform had evolved into a highly customized environment that limited agility and blocked adoption of new AI capabilities. In this session, Asurion shares how they are successfully replatforming to a more standard, scalable architecture, eliminating technical debt while preserving business-critical functionality. Attendees will learn how this transformation unlocked ServiceNow’s latest AI innovations, improved time to value, reduced operational risk, and positioned the platform for continuous innovation without re‑customization
Redefining Trade Promotion Management With Agentic AI and ServiceNow
Discover how Genpact is reinventing Trade Promotion Management on ServiceNow® with an AI-driven, agentic solution built on deep CPG operational expertise. Learn how to replace manual, fragmented steps with intelligent agents that validate terms, apply retailer logic, manage exceptions, and automate contract creation—cutting cycle times by 30–40% and manual effort by 25–35%. Join this session to see how intent-driven AI and seamless execution transform trade promotions into a proactive, insight-led workflow that boosts efficiency, accuracy, and collaboration.
USAA’s Procurement Transformation: From Intake to Intelligence With ServiceNow
Learn how Procurement at USAA is transforming operations with ServiceNow’s Source-to-Pay Workspace. From centralizing intake to building catalog items and automating manual tasks, we’ve laid the groundwork for scalable AI enablement. We’ll walk through our journey—from initial implementation to preparing for the next leap with Now Assist’s Agentic AI. Attendees will gain insight into how foundational work in process and data can unlock the full potential of AI in procurement.
Beyond Business Rules: Uses for Scripting You May Not Have Known
The ServiceNow platform is powerful even with low- and no-code approaches to automation. In our traditional Scripting in ServiceNow course, we learn the "Best of ServiceNow JavaScript." In real implementations, the real impact often lies in the "deep cuts"—the darker recesses of customer requirements that often require JavaScript. Where in the platform can we leverage JavaScript? Of course business rules but We'll also look at system properties, Dynamic Filter Options, default values, reference qualifiers, Platform Analytics—and more! The JavaScript used in this session we'll be provided.
Product Roadmap: Healthcare and Life Sciences
Join product leaders and pioneering healthcare organizations as they reveal the product roadmap for Healthcare Operations (HCO) and Healthcare and Life Sciences Service Management (HCLS-SM), transforming fragmented chaos into autonomous coordination across provider, payer, and life sciences organizations. Leading health systems will share why they're betting on this vision, from AI agents routing requests directly in the EMR to predictive systems solving problems before they disrupt care.
Connected Care Starts Within: Elevating the Work Experience at PDS Health
PDS Health moved beyond ticketing to a single digital front door on ServiceNow. Partnering with Slalom, they delivered measurable results: higher portal adoption and case deflection, faster resolution with lower MTTR, smoother onboarding through journeys, and reduced costs and technical debt through platform consolidation. Join Slalom’s Amas Tenumah and PDS Health's Seher Fadwani as they share the success metrics and practical steps to realize value quickly.
From Data to Decisions: Essentials of ServiceNow Platform Analytics
Discover how to turn raw ServiceNow data into actionable insights. This workshop covers PA architecture, KPIs, indicators, breakdowns, and advanced features like Spotlight, formulas, and bucket groups. Experience the new Platform Analytics Experience dashboards through live demos, labs and real-world use cases — perfect for beginners and intermediates looking to go beyond basic reporting.
ServiceNow for Retail: Connected Operations, Exceptional Experiences with Gap Inc.
Retail's operational challenge isn't a shortage of technology — it's that the technology rarely finishes the work. Alerts pile up, handoffs stall, and teams spend their day managing work instead of doing it. In this session, we'll explore how leading retailers are building operations where work actually gets resolved, end-to-end — connecting store teams, corporate functions, and service operations on one platform. We'll also hear from Tamesha Henry, SVP Enterprise Technology & Services at Gap Inc., on how one of fashion retail's most iconic brands is building an AI-first technology organization — and what it means for employee experience and operational excellence across four brands.
ServiceNow for Manufacturing: Connected Operations, Exceptional Efficiency with Armis
Manufacturers are facing serious headwinds: supply chain disruptions, operational complexity, rising customer expectations, and disconnected systems. AI agents are now critical to staying competitive. Learn how ServiceNow deploys AI across CRM, the digital factory, supply chain, and employee operations on one platform to improve visibility, speed, and coordination. We’ll also hear from Danny Bren, CISO from Armis, on how ServiceNow and Armis are building the platform for agentic AI in manufacturing – ensuring every asset on the network is visible, secure and governed.
ServiceNow for Healthcare and Life Sciences
What steals the most time from patient care and healthcare innovation? Manual work and disconnected systems—leading to clinicians buried in admin tasks, plan members stuck in coverage limbo, or clinical trials delayed. This session shows how AI unifies workflows across EHR, CRM, and ERP to reduce manual work, giving teams more time to focus on patients, members, and treatments.
ServiceNow for Technology & Telecom: Faster Growth, Smarter Operations
The AI boom is creating pressure that most operations weren't built to handle. The companies winning aren't just adopting AI — they're innovating with the ecosystem and rewiring how they sell, support, and scale. Hear how NVIDIA is doing exactly that, and the practical steps industry leaders can take to follow suit.
Financial Services Spotlight: Connected, Governed, Trusted AI
Are you in control of your AI? More than two-thirds of banking and insurance leaders say no — and the governance gap is widening as fast as AI adoption. Join ServiceNow's financial services leaders and U.S. Bank to see how the AI Control Tower turns governance into operational resilience and competitive advantage — govern every AI agent, deliver frictionless customer experiences, and compound trust across the bank and with your customers. Because full control over AI doesn't slow you down — it's the reason you scale.
ServiceNow for Public Sector: Government That Is Human-Led and AI-Operated
AI that acts without accountability isn't ready for government or the campus. Hear directly from the State of Missouri on how ServiceNow's AI Control Tower makes autonomous, human government real across agencies and education, with the governance layer that lets you move fast and still answer every question in any audit or briefing.
From Pilot to Production: AI Agents Scaling Service
AI can reason. The harder question is how to make it execute across systems, at volume, where customers actually feel it. Highmark Health, Rossmann, and Travelport share what real case volume and production-grade AI actually looks like, and the path from controlled experiment to business-wide scale.
AI Got Smart. Your CRM Didn't. Now What?
Everyone has AI. Yet almost no one has figured out how to put it to work, and customers feel that difference every day. Hear from executives across industries on what it actually takes to move from AI that advises to agentic AI that delivers a customer experience that's genuinely different.
AI-Powered IT Efficiency: Stanford Health Care’s Success Story
Join us for an interactive session on Stanford Health Care’s initiative to boost IT efficiency. Learn how Now Assist and AI tools in ServiceNow automate tasks, cut reactive tickets, and foster proactive problem-solving. We’ll share lessons learned, real-world examples, and a roadmap for operational excellence. Discover how we eliminated 30% of tickets and freed staff to focus on building more AI-driven automation. Gain strategies for leveraging ServiceNow, spotting automation-ready workflows, scaling automation, and tracking team contributions.
