Knowledge 2026
717 sessions, 88 canceled
Your AI Teammates: Meet the SAM and HAM AI Operations Specialists
When leadership approves a strategic expansion of AI engineers, the impact hits fast. New headcount, hardware, software, and infrastructure that must scale overnight. Watch ITAM admins work alongside their AI Specialists to fulfill laptops, servers, licenses, and entitlements before day one. See the autonomous workforce in action as the HAM Specialist splits hardware into parallel tracks and routes servers to the data center and the SAM Specialist extracts entitlements, resolves bulk import errors, and drives fulfillment to the finish line. Two admins. Two Specialists. Zero scrambling.
Streamlining Enterprise Transformation: ServiceNow's Role in Migration Planning
Technology transformations create complex infrastructure demand challenges across diverse teams. ServiceNow's Strategic Portfolio Management (SPM) streamlines how organizations manage and track these demands, improving reporting accuracy, operational efficiency, and capacity management. The result is meaningful cost reductions and a clearer path through transformation. This is how ServiceNow turns infrastructure planning complexity into measurable, impactful outcomes.
Unlocking Visibility: Mastering ServiceNow Service Mapping
Today’s complex IT environments, understanding how services connect and depend on underlying infrastructure is critical for stability and agility. This session explores how ServiceNow Service Mapping provides end-to-end visibility into business services and their dependencies, enabling faster incident resolution, smarter change management, and proactive risk mitigation. Attendees will learn best practices for implementing Service Mapping, leveraging dynamic maps for impact analysis, and driving business value through improved service reliability and operational efficiency.
Self‑Help Reinvented at Lockheed Martin: AI for SAP Ticket Automation
Join us as we recount how Lockheed Martin, with ServiceNow, built an AI‑powered SAP Self‑Help solution on the ITSM Now Assist VA using AI Agents. Facing fragmented legacy data and tight compliance deadlines, we iterated quickly, applied prompt engineering, and created dynamic routing that answers user questions and auto‑generates tickets to the proper support group. Using preconfigured skills, minimized custom code, built a reliable data library to meet Now Assist standards. Attendees will see the architecture, prompt‑tuning tricks, and how to scale AI‑driven support in regulated environments.
Service Health Command Center: Everest’s Service Owners in Control
Everest fused trusted ServiceNow data with Dynatrace telemetry so every service owner sees real-time health, trends, and guided actions inside a single workspace. This live build shows how the same signal backbone powers the global operations center to triage faster without leaving ServiceNow.
NextEra Energy’s Voice AI Journey: Unlocking Smarter Automated Phone Support
For many employees, the phone provides crucial support, especially when they are locked out, offline, or on the move. Learn how NextEra Energy has extended the power of the ServiceNow AI Platform into the voice channel. Using ServiceNow's AI Voice Agents, NextEra can now deflect calls by answering questions, providing status updates, creating tickets, and delivering 24/7 self-service that feels natural and reduces the burden on live agents. Discover how voice AI is transforming enterprise self-service, along with practical guidance on deploying AI voice agents.
Transforming SAM and HAM: Fannie Mae’s ITAM Implementation Journey
With 10 years on ServiceNow, a rock-solid CMDB, and maturity in ITSM and ITOM, Fannie Mae set a strong foundation to tackle their next phase of digital transformation: IT Asset Management. Listen in as Fannie Mae walks through their evolution on ServiceNow, shares their Software and Hardware Asset Management implementation journey, and how they’re navigating ITAM in a highly-regulated industry. If you’re looking to strengthen ITAM without disrupting operations, come hear how a decade of ServiceNow expertise is helping Fannie Mae take real control of their hardware and software assets.
Precision in Motion: Scaling Field Service for the Fastest Game on Ice
Driven by its vision that “Hockey is for Everyone,” the NHL is known for precision, teamwork, and innovation on and off the ice. In that spirit, the league partnered with Beyond20 to enhance game-day operations across 30+ arenas. Mobile checklists now keep on-site teams aligned, while leaders see game readiness in real time and act with confidence. In just ten weeks, automation tied to game schedules and thoughtful UX changes reduced friction for staff and made preparation feel calm, connected, and efficient before puck drop.
Ahead of the Game: NHL's Move to Autonomous AI
The NHL runs up to 16 games a day, 1,400+ a season, across arenas, vendors, 32 clubs, and a constantly moving corporate operation. When they chose ServiceNow in 2023, they didn't ease in — they went live on ITSM in 52 days, and it hasn’t stopped since then. A five-year transformation roadmap was delivered in under three. Twenty departments unified. All 32 clubs connected through communication and requests. The foundation was built with speed, but more importantly, built right. With Now Assist already generating measurable ROI and virtual agent Stanley transforming the employee experience inside My Home Ice, the NHL has moved from reactive to predictive. And this is just the beginning of what AI will do. Join the NHL and ServiceNow for a candid conversation about what it was like to move from platform consolidation to AI in production and where AI will expand next. Discuss in small groups and leave with next steps to share with your team to drive real change.
CTA or CMA? Choosing Your ServiceNow Architect Destiny
In this workshop, you will learn about the differences between the Certified Technical Architect (CTA) and Certified Master Architect (CMA) programs through detailed comparisons, real-world examples, and discussion with certified CTA and CMA alumni. These programs represent the pinnacle of professional achievement in the ServiceNow ecosystem, yet they serve distinctly different purposes and career trajectories. This session demystifies both certification programs, helping architects understand which path aligns with their skills, experience, and career aspirations.
Scaling Autonomous Operations With AWS DevOps Agent and ServiceNow
Incidents pile up. Complexity grows. Manual operations can't keep pace. In this session, discover how AWS DevOps Agent and ServiceNow® combine to deliver a closed-loop autonomous operations engine — continuously monitoring your environment, pinpointing root causes in real time, and triggering automated remediation within ServiceNow's governance and workflow orchestration. Every action stays safe, auditable, and business-aligned. Leave with a clear path to autonomous operations and more time for your teams to build.
ServiceNow EmployeeWorks: AI That Gets Work Done
Today’s AI falls short for employees. Copilots summarize but can’t execute while other tools break outside their own systems. Employees are left stitching work across systems, chasing approvals, and finishing what AI starts. ServiceNow EmployeeWorks changes that. One AI front door to search and act across systems. Requests get resolved, approvals route, answers surface, and workflows execute according to your business policies and context. Hear directly from CVS Health, a Fortune 10 leader, on how they’re already seeing success and freeing teams to deliver quality care at scale.
Ditch the Busywork. Free Your People
Most organizations are running on the wrong fuel — burning talented people on routine stuff while the high-impact work waits. Learn what it takes to flip that ratio and walk away knowing exactly how to put your best people on your biggest problems.
From Busywork to Big Work: TD's Employee Experience Transformation
What happens when a global financial institution stops treating operations as a back-office function and starts treating automation as a strategic advantage? TD did exactly that consolidating systems, eliminating manual handoffs and automating across IT, HR, and Risk to reclaim thousands of hours of lost productivity. Learn how TD deflects 500K+ Service Desk calls a year with self-service and automates nearly 1 million catalog requests annually, delivering a unified experience for 100K+ employees that just works. The result: their people focus on resiliency, compliance and growth not busywork!
Booking.com' HR AI Journey: From Strategy to Making Real Impact Every Day
Do you wonder how to make AI actually work in HR? This session explores the journey from strategy to real-life production implementations. You will walk away with practical use cases, an understanding of governance and impact measurement framework, and more about how to balance the acceleration of agentic solutions with continuous focus on strengthening the foundational data.
Data & Analytics: Agent-ready data for the Autonomous Workforce
Most AI projects stall because the data isn't ready. Join ServiceNow's Gaurav Rewari to learn how a unified data foundation connects systems, adds business context, and fuels AI agents to move from insight to action. Plus, get a first look at what's next for context graph, data catalog, analytics, and governance.
Reimagining Your Enterprise Analytics Strategy
Analytics is entering a new era. With Pyramid Analytics now part of ServiceNow, business users will be able to query data conversationally, surface deep insights across ServiceNow and external data sources, and trigger workflow action, without waiting on data teams or switching tools. We’ll cover AI-native analytics that go beyond dashboards to deliver self-service analysis, predictive capabilities, and actionable insights – all in the platform where work happens. Perfect for CDAOs and platform owners planning what's next.
How NFP Delivers Autonomous IT With Workflow Data Fabric
As IT environments grow more complex, operations teams need faster ways to detect, route, and resolve issues. In this session, NFP, a leading professional services firm, shares how they use Workflow Data Fabric, including Stream Connect, to stream real-time network monitoring events into ServiceNow—turning raw signals into autonomous IT workflows. By streaming event data directly from network monitoring tools, teams can automatically trigger incidents, route work to the right resolver groups, and accelerate remediation. Learn how Workflow Data Fabric supports Aon's autonomous operating model.
Dashboards Don’t Mitigate Risk—Agents Do
Join us in the Innovation Zone where you can discover how EY and ServiceNow are modernizing IRM — and activating industry use cases — by embedding governed AI agents into enterprise workflows to detect signals, orchestrate response, and scale responsibly. See how we are helping organizations translate AI ambition into real, functional, and industry-specific outcomes.
Autonomous CRM: Smarter Service, Faster Sales
Gone are the days of service agents toggling between five systems, reps building quotes in spreadsheets, and customers stuck in endless loops with no resolution in sight. With ServiceNow Autonomous CRM, cases resolve end-to-end without the runaround, quotes get out the door fast, and customers actually get answers — not just redirects. Join this session to see our latest product innovation in action and learn how Panasonic Avionics is putting Autonomous CRM to work across service and sales.
Modernizing Sales and Service: Boomi’s Blueprint for CRM Success
Join Boomi on our ongoing ServiceNow CRM migration journey as we evolve our sales and service model to deliver a connected customer experience from front office to back office. Learn how we created a phased approach that optimizes value for the business while building a foundation to bring CPQ and CRM into a seamless, AI-enabled customer lifecycle. You'll walk away with real-world strategies and insights from our hands-on experience that you can apply to your organization.
Beyond the Pilot: How Rossmann Scaled Agentic AI Across 2,400 Stores
Most retailers have run an AI pilot. Rossmann scaled one. Europe's largest family-owned drugstore chain replaced phone-based store support with an agentic AI-powered mobile app built on Retail Service Management. Store associates report issues in seconds instead of minutes from their phones. From image scanning and product identification to routing fully prepared cases to human agents, the system works end-to-end with 95% accuracy. Join to hear what it actually took — the implementation decisions, the change management & what made agentic AI stick with 2,400 stores worth of frontline teams
Project 360: How ISS Is Transforming From the Inside Out
ISS, one of the world's largest facilities and food service companies, is transforming employee and customer experience through Project 360. The goal? Become an easier company to work with, and an easier company to work for. Join ISS Americas CIO Alice Fournier as she shares the story behind Project 360 — the business challenges that made the status quo unsustainable, why ServiceNow was the platform of choice, and the early impact of modernizing field operations, reducing revenue leakage, and improving customer experiences at scale.
Proactively Manage the Performance and Availability of Critical Services With Synthetic Monitoring
Evolve from manual processes and isolated data to automated IT workflows with proactive alerting, workflow-driven automation, intelligent root cause analysis, and recommendations powered by generative AI within your ITOM AIOps environment. Synthetic Monitoring employs a proactive strategy that simulates user interactions and system traffic to detect availability and performance issues in critical services. By simulating user transactions on API endpoints, this solution identifies performance bottlenecks, helps ensure up-time, and optimizes user experiences.
AI for All: India's Blueprint for AI-Ready Talent
India ranks in the top three globally for AI talent — and it's just getting started. With $1.2 billion invested in the IndiaAI Mission, the country is building a workforce development model the world is watching. Through our partnership with AICTE, universities, government skilling organizations, and industry partners, ServiceNow is developing certified, job-ready professionals at scale. Learn how the ecosystem works, what makes these graduates ready to contribute from day one, and how to recruit campus and lateral hires directly from India's fastest-growing AI talent pipeline.
Introducing CodeCenter™: Supercharge ServiceNow Development With AI
Join us live for an exclusive session with our CTO, Mike Cornell, as he unveils CodeCenter™ - our AI-powered platform transforming ServiceNow® development. Learn how to boost throughput, lower costs, and outpace the competition with intelligent code generation, automated refactoring, and seamless UI/UX creation. Powered by Google Gemini, Microsoft Azure, and OpenAI, CodeCenter™ helps your team build smarter and faster. Don’t miss the future of AI-driven development. Register today to secure your spot!
From Chaos to Clarity: Building HR Service Delivery That Lasts
Drowning in shared HR email inboxes? We were too. By shifting to a unified HR Service Delivery model with ServiceNow HRSD as the centerpiece, we eliminated the inbox chaos, improved transparency between HR teams, and gained visibility into request types we’d never tracked before to drive measurable impact in our organization. This session will walk you through how we transitioned to a shared services approach, the lessons learned along the way, and the measurable impact it had on employee experience and HR team efficiency.
Low-Code Done Right: Empowering Developers and Admins
Accelerate delivery with low-code done right. This interactive workshop combines lecture, demo, and discussions to teach how to build professional-grade apps using Flow Designer, App Engine Studio, and reusable components. Learn when to use low-code vs. pro-code, enforce best practices, and avoid common pitfalls. Leave equipped to deliver faster, cleaner, and more maintainable solutions.
From Concepts to Certification: Mastering ServiceNow CSM
In this workshop you will learn about the complete CSM data model-From products, sold products, and install base items to service definitions, and case management. Learn to map customer business models using OOB tools with minimal customization. Includes live demos, discussion-led learning, and exam-aligned insights designed to strengthen both conceptual and practical CSM understanding.
Transforming Code With Flow Designer and Now Assist
In this hands-on lab, you will learn how to transform Script Includes into reusable Actions using Flow Designer. Discover how Now Assist accelerates modernization by generating and refactoring code, ensuring complex logic becomes accessible to every developer. Through demos, discussion and a hands-on lab, we’ll explore defining inputs and outputs, embedding AI-assisted logic, and best practices for evolving your instance toward low-code.
Communitizing Your AI Efforts
Everyone talks about AI. But adoption is another thing entirely. And helping real teams use it well is that step to value that’s often missing. In this collaborative workshop, we’ll explore how to embed AI adoption, and grow from it through peer networks, value chains, and community habits. We’ll hear real world use-cases and lessons learned from leaders, then collaboratively tackle use cases that YOU bring and distill key principles you can take back and apply.
Build an AI-Powered Mobile Experience in Minutes
In this hands-on lab, participants will learn how to put Now Assist at the center of their mobile experience. You’ll explore how to use Now Assist to understand user intent, provide contextual guidance, and drive faster task completion through natural conversation or in-app actions. Using voice-driven inputs and AI summarization, you’ll design a mobile experience that helps capture & consume information, fill forms, and complete tasks faster. By the end of the lab, you’ll have built an intelligent, AI-powered experience—powered by real data and delivered through the Now Platform mobile app.
Proactive by Design: Cengage’s Journey to a Better Digital Experience
Cengage is transforming its IT culture through ServiceNow DEX, creating visibility that connects people, technology, and data in new ways. This journey showed how shared insight can turn reactive support into proactive experience management, helping IT anticipate issues, elevate employee experiences, and deliver measurable business value. The session will share lessons from Cengage’s transformation, highlighting real examples of collaboration, change, and how visibility continues to inspire innovation across the organization.
Agile Arena Showdown: The Ultimate Enterprise Agile Planning Challenge
Join us for a high-energy team challenge that will put your Agile skills to the test! In this interactive training session, you'll experience the full Agile planning cycle in a competitive and collaborative format using Enterprise Agile Planning (EAP). Throughout the session, you'll tackle four rounds of Agile-themed exercises: • Epic Quest: Explore exciting features and meet your team. • Sprint Showdown: Plan and execute your sprint. • Kanban Kitchen: Cook up the perfect Kanban solution. • Retro Remix: Reflect on your experience and improve for the next round. Note: Prior Agile experience is ideal for this session, but all learners are welcome!
Data Analytics for All at Scale: What's Working in the Wild
How are forward-thinking organizations using Pyramid Analytics to move faster and operate smarter? In this session, hear about customers deploying advanced analytics on the Pyramid platform. Learn the use cases driving adoption, how teams are uncovering insights faster, and the measurable wins they're seeing across industries. Whether you're a platform owner, workflow lead, or analytics practitioner, you'll leave with concrete examples of what's possible.
When Robots Start Thinking: The Physical AI Revolution
The AI in robotics market is projected to surge from $55B in 2025 to $291B by 2035. Robots have long been confined to repetitive tasks in controlled environments — that era is ending. Physical AI gives robots the ability to see, reason, and act in the real world using plain-language instructions. Nick Diaz and Eugene Chuvyrov provide an overview of World Models, unpack how Vision-Language-Action models are rewriting the rules of robotics, and why the real breakthrough comes from connecting digital and physical AI agents on a unified platform. You'll leave with a clear picture of what's possible today.
Trust by Design: What's Actually Working in Your Organization?
Shadow AI averages $670K per breach, agents operate without tracking, and governance lives in shared drives — not executable policy. But what's the reality in your organization? Diana and Elisha facilitate discussion around three questions: Where are your blind spots in AI agent visibility? Who owns accountability when an agent fails? How are you balancing deployment speed against security rigor? Bring your war stories, unresolved tensions, and early wins. You'll leave with peer-tested frameworks and a clearer sense of your next move. This Exchange Suite picks up where Trust Is the New Currency 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.
Quantum Readiness: Where Does Your Organization Actually Stand?
Most organizations know quantum is coming — far fewer have taken the first real step. Where are you stuck, and why? This roundtable facilitates an open exchange across three themes: How your organization is prioritizing post-quantum cryptography today, what's blocking quantum readiness from reaching the C-suite agenda, and what early movers are actually doing differently. Bring your honest assessment, blockers, and questions. You'll leave with community insights, a clearer sense of where you sit on the readiness curve, and an action to take back to your team. This Exchange Suite picks up where Quantum Readiness: The Window Is Open 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.
The AI Skilling Playlist: Greatest Hits From ServiceNow University
Where do you start when everyone needs to skill up on AI? This session curates the greatest AI learning hits in ServiceNow University — from universal AI foundations that apply to any role, anywhere, to advanced courses for ServiceNow AI builders and implementers. You'll get a tour of credentials, instructor-led training, and free on-demand options so you can build a playlist that works for your whole organization. Walk away knowing exactly which tracks to queue up first.
Building Bold Careers: UT San Antonio Students Power the ServiceNow Ecosystem
The University of Texas at San Antonio Bold Careers program creates job-ready individuals by providing student interns a combination of technical courses and experiential learning opportunities. Students across several disciplines select an AI-focused ServiceNow University pathway curated to their interests before supporting departments using the ServiceNow platform as a customer. By earning ServiceNow credentials and mastering platform workflows, students graduate job-ready to pursue roles within the global ServiceNow ecosystem and are equipped with the skills, confidence, and connections to thrive in the digital workforce
From Chaos to Clarity: The Data Foundation That Makes AI Actually Work
Many AI initiatives fail because the underlying asset data is inconsistent, incomplete, or not organized for AI readiness. To unlock meaningful outcomes—from automated work order assignment to GenAI that interprets technician notes and machine learning that forecasts failures or energy patterns—organizations must first establish a strong data foundation. By doing so, they can move from reactive to predictive operations without adding new tools. In this session, learn how leading customers are achieving this today and what advancements are expected through 2026 and beyond.
The Condition Builder: Beyond the Basics
The Condition Builder is a beloved tool across the platform. This popular K25 session is being updated to show you that there's more to the condition builder the just the standard operators. For example: do you know where is (dynamic) operators are defined? Did you know you can build your own? Or, how about making hierarchical queries—are you still using script includes? Let's pick apart the condition builder and look at powerful uses beyond the usual record list slicing-and-dicing.
You Can't Govern What You Can't See: A Hands-On Adventure With AI Control Tower
AI is everywhere in your organization. But is it governed? Can you prove it's compliant? In this hands-on lab, you'll explore AI Control Tower - ServiceNow's command center for AI governance. You'll learn how to manage the AI lifecycle from intake to deployment, assess risks, customize governance policies to fit your organization, and build the foundation for a scalable AI Center of Excellence. Walk away with practical skills to establish AI governance that works - and the confidence to answer when leadership asks "is our AI under control?"
Building an AI-Ready Workforce: A Cross-Industry Roundtable
As AI transforms how we work, the question isn't whether to upskill, it's how to do it at scale. This interactive roundtable brings together leaders tackling the same challenge: preparing their workforce for an AI-driven future. At ServiceNow, we're asked constantly how we're approaching AI readiness and learning across our organization. This session is designed to share our journey, from AI-infused career profiles and personalized assessments to integrated learning platforms, while creating space to learn from yours. Together, we'll explore practical strategies for closing skill gaps, measuring ROI, and fostering cultures where AI adoption feels empowering, not threatening. Whether you're just starting or scaling fast, join us to exchange insights, challenge assumptions, and leave with actionable next steps. Because the best learning happens when we learn together.
Human and AI: Agent‑Powered Engineering to Reinvent ServiceNow Delivery
Human + AI is redefining ServiceNow Delivery & Operations. In this AI Innovation Zone session, see how AI‑augmented engineering via MCP coordinates agent-powered roles (architect, developer, process consultant, knowledge) across the lifecycle—from strategy and solutioning to build, test, deploy, and operate—so one architect can deliver what once required a team. We’ll connect the approach to ServiceNow’s AI Agent Studio and enterprise governance concepts like AI Control Tower. Leave with reusable patterns, quality/security guardrails, and practices to scale responsibly.
How Itaú Eliminated 355k Incidents Using ITOM, Playbook, Predictive Intelligence and AI Automation
In a highly complex and rapidly expanding cloud environment, maintaining scalable alert automation is a constant challenge, and it’s also vital to keep our instances stable. To address this, we consolidated our automation and AI solutions and orchestrated them through a centralized playbook, enabling structured and efficient alert responses. This approach delivered a streamlined, reliable, and consistent workflow: in a year, it prevented around 355,000 false incidents and generated a +23% reduction in incident volume.
The Hybrid Handoff: Weaving AI Agents and Now Assist Into Low-Code Flows
Ready to move beyond simple automation? Learn how to build sophisticated hybrid AI workflows by combining the power of Flow Designer and Playbooks with the intelligence of AI agents and Now Assist Skills. We'll show you the architectural patterns for the handoff between low-code logic and AI processing, creating powerful, end-to-end automations.
Now on Now: Managing Our Platform at Scale
We are growing rapidly and managing extraordinary growth on the platform. In this session you’ll hear how we leverage the power of our AI platform to automate and orchestrate how we manage the platform at scale.
Order-to-Cash Transformation With ServiceNow CRM
Present how Infosys had designed and delivered globally ServiceNow CSM solution as an Engagement and workflow automation platform for Order to Cash (O2C) processes for a German Biotechnology Company. Strategically implemented a multi-year program to roll out globally across all regions in a phased approach. This transformation initiative is part of our clients larger SAP Core Migration from ECC to S4 HANA.
You Want Me to Stream HOW Many Messages?
Need to stream thousands of events now? When traditional, slow-batch integrations can't keep up, you need ServiceNow Stream Connect. Join this hands-on lab, and we'll guide you through the entire process. You'll get hands-on experience generating the security certificates to connect to a Hermes cluster, use Flow Designer to write to a Topic, and then read that data instantly from an external client. You'll leave with the practical knowledge to set up your own high-speed data streams like a pro.
