Knowledge 2026
717 sessions, 88 canceled
Next-Gen IT Risk and Compliance With Agentic AI
Experience ServiceNow's Agentic AI capabilities firsthand in this hands-on IRM workshop. Across three labs, you'll use Now Assist and AI Agents to auto-generate GRC issues from natural language, identify emerging risks using AI-powered risk identification, bulk-assess risks with intelligent scoring, and leverage GenAI to update controls based on regulatory changes and de-duplicate your control library. Every lab is powered by out-of-the-box AI. Walk away knowing exactly how Agentic AI transforms IT risk and compliance from a manual grind into an intelligent, automated workflow.
Pioneering AgenticAI for Employee Experience and HR Operations
Siemens Healthineers revolutionized global HR operations by launching an innovative user experience platform, overhauling the HR-IT ecosystem, and redefining HR processes. Our unified One-Start-Shop, built on ServiceNow with HRSD and Employee Center Pro, coupled with a newly setup in-house HR service organization supports employees at every career stage. This session highlights key milestones, showcases solutions, and explores the potential of AgenticAI to be put into work based on concrete use cases.
Securing a Scripted REST API
You've created a custom, scripted REST API. But how secure is it? Without the proper precautions, your new API will become a source for a data leak, or worse. In this hands-on lab session, you will take an existing, custom API and make it as secure as possible. We will start by modifying table access settings, creating access controls, and enforcing these ACLs using the right Javascript methods within our API. We will then take advantage of the latest platform features available such as OAuth, API Access Policies and authentication scopes. This session is intended for ServiceNow developers.
AI-powered automation: Supercharge ServiceNow with SailPoint
Ready to eliminate endless helpdesk tickets? Discover the future of access request by combining ServiceNow®'s native GenAI with SailPoint's deep identity security context. This session reveals how to empower employees to get the right access through simple, natural language conversations, all within their familiar portal. Join us to see how SailPoint’s Identity Security Cloud can supercharge your ServiceNow experience and deliver automated, secure access for a more productive workforce.
Now on Now: Reduce Costs and Rationalize Applications With Enterprise Architecture
At ServiceNow, our enterprise architecture adapts dynamically to business change—powered by real-time EA Workspace and automated workflows. In this session, we'll share our integrated CMDB strategy, which connects IT and business decision-makers on our platform for rapid application rationalization and measurable savings. You'll learn about our proven approaches to lowering risk and enabling smarter alignment at scale.
The Blueprint for Agentic Business
To win with AI, companies need to scale fast without compromising security. Join Amit Zavery, ServiceNow President, CPO, and COO, and special guests to go inside the platform: how ServiceNow brings together your data, AI, workflows, and security to build and scale AI you can trust. This is the engineering behind the AI platform that executes.
Now on Now: Drive Action With CMDB, CSDM and Service Mapping
In this session, we'll share how we've matured the use of CMDB, CSDM, and service mapping, highlighting their critical role in IT operations. By better integrating these features, we've improved visibility, streamlined processes, and enhanced service delivery, driving greater operational efficiency.
Pop the Cork: Planning Perfection With ServiceNow Collaborative Work Management
Get ready to party like it's 2029! Join us for this fun and interactive session where we'll use ServiceNow Collaborative Work Management (CWM) to help organize an epic (but fictional) 25th anniversary bash for ServiceNow. We'll demonstrate how to schedule party tasks with precision, collaborate seamlessly across departments, and tap into AI to make event organization a breeze. You'll leave this session with the skills to tackle any small or large-scale event using ServiceNow CWM. Let's raise a glass to learning and innovation!
Activate Your Skills Superhero for 6X ROI on Your Team's Learning
Organizations investing in ServiceNow training and certification achieve 536% ROI through faster implementations and increased productivity. So why do so many leave that value on the table? ServiceNow University includes a role designed to unify training, accelerate adoption, and multiply platform value — but most organizations never activate its full potential. This session shows you how to unlock a skills superhero for your organization: the role, the responsibilities, and a step-by-step playbook for building an AI-ready workforce. Walk away with a checklist you can use the day you get home.
Empower. Enable. Accelerate: The Learning Strategy Behind Global Payments Success Plan
Abstract: In this session, we will delve into how Global Payments successfully optimized their ServiceNow AI Platform investment by adopting ITSM, ITAM, ITOM, and CSM through a combination of ServiceNow University resources and an effective organizational change management (OCM) strategy. This discussion will highlight the practical steps taken, the challenges addressed along the way, and the outcomes achieved by leveraging both targeted training and a structured approach to change.
Unified AI Control and Insight With AI Control Tower and Amazon Bedrock AgentCore
Explore how ServiceNow AI Control Tower integrates with Amazon Bedrock AgentCore to empower enterprises with broader visbility and governance of AI assets and Agents running in their AWS environments and integrations with agents and tools in other environments. Discover the seamless experience between AI Control Tower and Bedrock AgentCore such that builders and developers will have visibility into policies and requirements to create and run AI with the right guardrails and the AI stewards have the ability to control and take action on AI in the enterprise to minimize risks and maximize value.
Cloudera Enterprise Data Meets ServiceNow AI for Agentic Workflow
Unlock the full potential of agentic AI by bridging the gap between massive data estates and governed workflows. Cloudera manages 27 exabytes of data that, when integrated with ServiceNow®’s AI Control Tower, provides the essential end-to-end context for high-functioning AI agents. While our customers already leverage Cloudera’s graph technology for gradient insights, this partnership takes it further. Together, we are fueling the next generation of enterprise context, turning raw data into the precise, governed outcomes required for the most demanding business environments.
Now on Now: AI implementation real talk—what worked, failed, and scaled
Everyone is experimenting with AI. Few turn pilots into something that lasts. In this Now on Now session, ServiceNow leaders share the customer zero reality: what we tried across chat, search, workflows, and agents, what failed, and what actually scaled across 29,000 employees. We'll get into why AI efforts stall after launch, when autonomy helps and when it hurts, and how experiences have to earn trust before they earn adoption. Walk away with practical lessons to move AI from pilots to everyday impact.
When Security Patches Break Everything: The Query ACL Crisis We All Survived
Want to understand why platform security matters beyond just "best practices"? Join us for the inside story of why the May 2025 ServiceNow security patch was critical for maintaining security around sensitive data. Learn why query_range/match ACLs matter, and why securing read access alone isn't enough. Learn how we investigated 40-75% ACL increases, developed a Security Attribute-based solution, and created reusable patterns for platform security. Walk away understanding the real risks in your instance and actionable strategies for protecting sensitive data at the query level.
Expl(AI)n It to Me Like I’m Five: Building With AI for Absolute Beginners
Developers are now expected to build with AI, but where should one begin? In this hands-on lab, we’ll "explAIn" how generative and agentic AI show up on ServiceNow, help you build faster with AI-assisted features, and share practical tips for checking AI’s output. Leave ready to integrate AI into your dev process with confidence.
This Is Heavy: AI-Powered Development for ServiceNow Developers
Great Scott! Doc Brown can't find his flux capacitor calibrator. It's up to you to build an app at the speed of time travel to help him keep track of his gear. In this hands-on lab, you'll use Build Agent to scaffold a complete app from natural language, iterate fearlessly with checkpoint-based reverts, and make precision edits using file and line context. Then you'll switch to Now Assist for Code to generate business logic, master context-aware editing, document existing scripts, and accelerate with intelligent autocomplete. Flux capacitor not included.
Showcase the Value of the ServiceNow AI Platform Using KPIs
In this workshop, platform owners will learn how to measure and showcase the value of the ServiceNow AI platform. Through expert guidance, examples, demos, and peer discussions, attendees will discover how to align key performance indicators (KPIs) with business objectives and use ServiceNow-native capabilities to track progress and measure success. By the end of this session, participants will have the tools and expertise to demonstrate how the ServiceNow AI platform drives strategic impact and delivers measurable results.
AI-Powered SPM: Try It Yourself!
Calling all Project, Product, and Demand Managers! Ever wish you had an AI assistant to cut through the noise and get insights faster? Join our 90 minutes session to experience a real-world scenario and go hands-on with Now Assist—your new AI sidekick. Learn to summarize feedback, create agile stories from business ideas, and craft polished project updates effortlessly. No buzzwords—just smart, AI-powered magic to help you work faster and smarter.
From Automation to Intelligence: Unlocking AI Capabilities
The session will be a combination of a workshop (lecture/demo/discussion) and a practical hands-on lab exercise. The workshop is aimed to go beyond the ‘what is AI?’ basics. In the lab they will set up Generative AI for summarization, KB article generation and resolution suggestions. In the workshop you will learn about AI in Action including demos how to set up metrics and governance to measure AI accuracy, adoption and trust. In addition, we will also talk about Data quality prerequisites, adoption tips and leave open floor for questions and discussion.
Crafting Compelling HRSD Journey Experiences
Lifecycle events are pivotal moments in an employee's journey within your organization - from onboarding to offboarding. As a key application in Journey designer, we'll navigate the complexities of configuring Lifecycle Events, exploring why they're often the most involved aspect of creating a seamless journey experience as they require cross-departmental interactions. This session provides hands-on labs, group problem-solving, and real-time demos by the instructor. Participants will be empowered to create complex lifecycle events that significantly improve the employee experience.
Finding the Right Way to Record Products and Services in CSM
Customer Service Management offers multiple ways to reference products and services: Product models, assets, "sold" products, install base items. In this session, we take the mystery out of these options so that your CSM implementation uses the most appropriate method for your requirements. You will learn not only how to create products to reference in your cases, but also how to record individual customer purchases, including the exact items in their possession. This session will consist mainly of a lecture and demo, but there will be a simple lab to complete to enhance your understanding.
Accelerate Business Transformation: Enterprise Modeling and AI-Driven Governance
Is your architecture keeping pace with the demands of a rapidly evolving enterprise? This lab provides hands-on experience with the latest ServiceNow Enterprise Architecture (EA) innovations, focusing on how practitioners can use AI to drive measurable value through precise modeling. You will manage high-velocity application portfolios and automate the rationalization process, as well as use Now Assist for EA and gain practical experience in Enterprise Modeling to visualize the complex relationships between your technology stack, business architecture and Business Process Modeling.
It’s AI—What Could Possibly Go Wrong?
There is a massive push to get AI experiences out the door to drive deflection and solve end-user problems, but the experience that ships shows that “working” and “working responsibly” are not the same thing. In this hands-on workshop, you’ll get to practice responsible AI design using ServiceNow's Responsible AI Guidelines. You'll diagnose problems in an end-user AI experience, co-design and mock-up a more responsible experience, and practice fostering cross-functional discussions. Most importantly, you will gain insights into tailoring responsible AI practices for your own work needs.
Discover, Quantify, and Showcase the Value of Your ServiceNow Assets
In this hands-on lab, learn how AI-powered automated discovery helps you uncover every ServiceNow asset you’ve ever created—Flows, Subflows, Actions, Catalog Items, RPAs, Playbooks. You’ll see how each asset’s execution history translates into tangible time and cost savings, empowering developers to measure and showcase their real business impact. Key takeaways include setting discovery frequency, tracking value over time, and operationalizing insights across past, present, and future assets.
From Chaos to Clarity: Mastering CMDB De-Duplication at Scale
Ready to take your CMDB data quality to the next level? This hands-on lab is built for ServiceNow CMDB administrators and consultants who want to eliminate duplicates, boost accuracy, and strengthen trust in their data. You’ll dive into the power of de-duplication templates to identify and resolve duplicate configuration items (CIs) at scale and see how Now Assist for CMDB can accelerate and simplify the process using AI-driven insights. You’ll get hands-on experience configuring, testing, and refining your own de-duplication templates.
Smarter Data, Stronger CMDB: Unleash the Power of AI Agents and Data Manager
Step into the future of CMDB management with agentic workflows for CMDB, a new capability powered by Now Assist for CMDB. In this hands-on lab, you’ll discover how AI-driven agents can revolutionize governance, data quality, and lifecycle management, replacing static rules and manual processes with intelligent automation. You’ll dive into AI Agent Studio, experiment with agentic workflows, and build Data Manager policies that strengthen governance and compliance across your CMDB. Watch as specialized AI agents collaborate to guide, detect, and provide insight into issues in real time.
From Process to Playbook: Transforming Work With ServiceNow’s Guided Experiences
Curious about ServiceNow Playbooks but haven’t tried them yet? This workshop shows how Playbooks turn complex processes into guided, visual workflows that boost efficiency. Explore out-of-the-box Playbooks for CSM, FSM (including mobile), and PSDS, and learn how they integrate with Flows and Decision Tables. We’ll cover activation, configuration, and adoption strategies (no coding required) so you can confidently deploy guided experiences that drive real business impact.
Break It Before It Breaks You: Testing and Debugging Flows Like a Pro
Building a flow is just the start. Ensuring it runs reliably, scales smoothly, and handles failures gracefully is where expertise shines. In this interactive hands-on lab, you’ll learn how to test and debug ServiceNow flows before they affect users. We’ll cover test planning, real-world simulations, Flow’s Test Panel and Execution Details, logs, notifications, Integration Hub debugging, and best practices for automation, change management, and governance.
*.NONE to See Here but ACL Rules Design, Troubleshooting, and Debugging Techniques
Troubleshooting ACL issues can be chaos—broken integrations, blocked flows, slow performance, and security fixes that break scripts. This session reviews the most common ACL symptoms, pitfalls, and remedies. Learn how to diagnose failures, avoid risky patterns, optimize performance, and recover when “someone changed a thing and now nothing works.” Perfect for anyone wrestling with Access Control Lists.
Increase Velocity by Bringing All Your AI and Dev Tools Together
See the vision for how to bring all of the development tools together to increase your ServiceNow development velocity. See the current and near term roadmaps and how they all fit together.
Let’s Talk About Embracing Change: OCM for Platform Owners
Change is the only constant in our lives, especially for ServiceNow platform owners who have to constantly navigate new releases and the fast-paced evolution. Successful change can be the difference between managing a growing platform and merely maintaining one. That’s why we designed this session to explore Organizational Change Management (OCM) strategies. Discover testimonies from platform owners who have used OCM frameworks, strategic planning, and effective communication. Whether you’re new to ServiceNow or a seasoned expert, come ready to connect and share your approach to change.
Enterprise Vibe Coding: From First Steps to Full Speed With Build Agent
Kick off your lab adventure by using Build Agent (Agentic AI) for creators to unravel the secrets of a custom app! Then take your first steps with Build Agent to make minor updates to it. Once you’ve mastered the basics, you'll set the pace. You'll choose your own adventure by leveraging Build Agent in ServiceNow Studio or the ServiceNow IDE to craft a new application. This lab will help you uncover AI-assisted development best practices, learn application testing tricks, and walk away with new skills, all while creating space to experiment freely to showcase your worthy project.
The Developer Roadmap: Navigating UX, Automation, and AI on ServiceNow
The ServiceNow platform is evolving fast—and developers are at the center of shaping what comes next. This roadmap session will chart the journey across three critical pillars: user experience, workflow automation, and AI innovation. You’ll gain insight into near-term releases, long-term vision, and practical guidance on how to align your app development strategy with ServiceNow’s platform trajectory. This session is designed to help you anticipate change, prepare your teams, and unlock new opportunities as the platform grows.
From Slow to Smooth: ServiceNow Performance Tuning Tips
Performance optimization is key to maintaining a seamless and scalable ServiceNow environment. This session focuses on actionable techniques to identify, analyze, and resolve common performance bottlenecks. Drawing from hands-on experience, we’ll explore practical methods such as monitoring long-running scheduled jobs, analyzing slow transactions, checking node health, and reviewing queued flows and events. Attendees will gain insights into proactive maintenance practices and learn how to keep their instances optimized, stable, and bloat-free —ensuring smoother performance of their instance
Reimagining Disputes with VISA: AI-Driven Transformation Across Global Payment Networks
Disputes have long been one of the most rigid, regulated processes inside a financial institution—defined by manual work, strict rules, and limited innovation. That’s changing. In this session, we’ll explore how institutions are transforming disputes management across Visa, Mastercard, and regional rails—moving to an AI-driven, platform-based model that reduces cost, accelerates resolution, and improves customer outcomes. You’ll see how to execute now using three flexible deployment models that integrate with your current environment and scale quickly. If AI can transform disputes, it can transform anything. This session gives you a practical path to act now—driving real results and positioning yourself as the leader bringing AI into the most critical operations in your bank.
Lights, Camera, Code: Build a Movie Library App With Build Agent
In this hands-on lab, you’ll use Build Agent to create a fully functional movie library application from the ground up. From defining data models to building a custom React-based UI, you’ll experience how generative AI accelerates every step of app creation—without compromising control or creativity. Walk away with a working app and the skills to build your next idea faster than ever.
Speak Spoke: Build Integrations Faster With Now Assist
Discover how Spoke Generation, powered by Now Assist, transforms natural language API documentation into fully functional custom spokes—in minutes. In this hands-on lab, you’ll learn how to go from documentation to deployment by generating spoke scaffolding, defining integration actions, and testing endpoints with AI-assisted precision. This session equips you with the tools to build smarter, faster integrations.
Autonomous Testing With Test Agent: More Coverage. Less Effort. 10X Results
Testing doesn’t have to slow you down. In this hands-on, interactive session, see and learn how ServiceNow Test Agent delivers 10X the productivity, test coverage, and more time for innovation for your dev team. Objectives Understand how ServiceNow’s Test Agent automates test authoring, execution, and self-healing through AI. Practice live creating and executing tests using Test Agent in an interactive lab environment. Identify real-world opportunities to accelerate development. Key Takeaways 10X productivity boost: Real coverage that works Faster innovation.
The Sweet Suite: Accelerating Agent Productivity With Agentic Workflows
Discover how a suite of AI-powered agentic workflows can transform task management for support agents, IT teams, and service staff. These workflows work together to help agents focus on the right tasks, classify and understand them faster, generate resolution plans, and close tasks with greater efficiency. By automating reasoning, prioritization, and resolution steps, these workflows save time, reduce manual effort, and improve SLA adherence—empowering agents to do more with less.
AI App Development: Build from anywhere. Deploy with confidence
App development is moving faster than ever, and ungoverned AI is moving with it. See how ServiceNow gives CIOs the path from Shadow AI to Sanctioned AI with Build Agent, delivering AI-native agentic development so every application lands production-ready, secure, and with AI agents already built in.
From IT Spend to Strategic Impact: AI-Powered TBM On ServiceNow
Technology Business Management (TBM) should power strategy—not just track spend. Discover how Nicus is advancing TBM on ServiceNow with the Nicus AI Agent. By embedding TBM expertise, cost modeling guidance, and planning best practices directly into Now Assist, organizations move beyond static reports to real-time financial insight. See how AI accelerates implementation, strengthens financial accountability, and helps IT leaders translate spend into strategy.
AI Control Tower Challenge
Fantasy sports draft mechanics, applied to enterprise AI governance. Teams run an AI Center of Excellence, drafting AI agents, models, data sources, and integrations under budget and regulatory pressure. Then events hit: regulatory shifts, security incidents, model drift, and cost overruns. Picks force tradeoffs between value, risk, compliance, and cost. Events reveal whether your governance investments paid off. Compete for the leaderboard and understand what AI Control Tower is built to solve. No prior product knowledge required. Want to know how to play? Check out the rules here: http://devlink.sn/LearnToPlay
From Upgrade to Impact: 21 Percent MTTR Reduction With Next Experience and CSDM
Driven by Takeda’s goals to enhance service reliability and operational efficiency, we embarked on a transformation that combined ServiceNow®’s Next Experience UI, CSDM 4.0, and a real-time Service Operations Dashboard—achieving a 21% reduction in MTTR. This session reveals how aligned data, an intuitive UI, and improved visibility enabled faster resolution, smarter decisions, and measurable impact.
Build Your First Agentic Workflows: Hands-On With AI-Driven Flows and Playbooks
Join us to learn how Agentic Workflows transform static guided steps into adaptive, AI-driven workflows where humans and agents collaborate seamlessly. Discover how they reduce complexity, improve compliance, and accelerate results through real-world use cases like incident triage and compliance management. You’ll leave with a clear understanding of what makes Agentic Workflows different, practical strategies for adoption, and best practices from the team that created the feature.
The Zero Touch Revolution: AI-Powered Risk and Compliance Assessment Response
Experience the future of risk and compliance with ServiceNow's zero-touch assessment intelligence. This session showcases how our AI-powered Assessment Response Agent accelerates turnaround time for assessments by leveraging historical assessments, uploaded documents, and external data to generate instant, intelligent responses. Watch as AI assists responders by answering questions to streamline and improve assessment quality. See how zero-touch technology transforms any risk and compliance assessment, delivering expert-level responses in seconds and revolutionizing assessment workflows.
Governing AI Development Across a Multi-Partner Platform at Pfizer With xtype
When ServiceNow spans multiple vendors, teams, and AI-powered workflows, governing what moves to production becomes exponentially harder. Pfizer's platform team faced this head-on: different partners, different deployment habits, no consistent standard, and GxP compliance on the line. In this session, learn how Pfizer used policy-driven scan gates to enforce code quality across all environments before promotion, blocking high-risk changes automatically. As AI accelerates development velocity, see why enforcement by xtype, not policy alone, is what keeps regulated enterprises in control.
From Reactive to Autonomous Action: BigPanda Agentic ITOps
Bring together real-time observability from all your systems with ServiceNow® ITOM and ITSM to enable trustworthy, autonomous action within ServiceNow. In this session, BigPanda will demonstrate how its platform combines real-time operational data with the institutional knowledge in your ServiceNow environment to predict and prevent incidents, eliminate alert noise, produce context-rich tickets, and enable autonomous workflows within major incident management. Attendees will learn how to automate all stages of incident detection, triage, and response using BigPanda and ServiceNow.
See Your Workforce Clearly: Skills Intelligence That Works
In an AI-driven economy, workforce transformation isn't about gut instinct, it's about intelligence. ServiceNow has partnered with TechWolf to connect the work that's actually being done, the skills that exist, and the capabilities we need next. This session reveals the blueprint for how ServiceNow built its skills intelligence with the support of TechWolf's data layer. You'll learn how we are: • Powering ServiceNow University with dynamic, real-time skill profiles that grow with the employee • Creating the foundation for workforce planning, talent integration, and capability forecasting grounded in actual data, not assumptions • Building an "always-on" intelligence system that lives in the background, integrating with existing HR tech rather than replacing it • Positioning skills intelligence as the connective tissue between business strategy and talent decisions Most companies are navigating workforce transformation with incomplete maps. Learn how to move from guesswork to workforce intelligence that drives every talent decision your business makes.
Governing Intelligence at Scale: Enabling AI Control Tower
As AI deployment accelerates, organizations struggle to balance innovation with risk, compliance, and ethical considerations. This presentation introduces a technology-enabled approach to AI governance. By connecting KPMG's Trusted AI framework with the ServiceNow AI Control Tower, enterprises can effectively manage the entire AI lifecycle, from intake and risk assessment to monitoring and value tracking. This integrated solution enables organizations to scale AI responsibly, ensure compliance, and build trust in their AI systems, ultimately achieving Trusted AI at scale.
FSM Roadmap: Faster Dispatch, Smarter Technicians, Fewer Repeat Visits
See what's coming for ServiceNow Field Service Management and how we're using AI to get field teams out of the administrative weeds. Hear from our product leaders as they walk through new capabilities and the 2026 roadmap, including how ServiceNow AI Agents instantly assign the right jobs, close work orders automatically, and relocate crews based on real-time demand. Learn how our unified platform speeds up dispatch, cuts documentation burden on technicians, and helps operations teams adapt to shifting demand—without adding headcount.
