Sessions
4863 sessions, 88 canceled
Platform roadmap: Unlock innovation with optimized data, AI, and workflows
This session will include a detailed platform roadmap discussion and demos covering features from our latest Yokohama release as well as our vision for the future of our AI platform. You will learn about how we are investing in AI, automation, analytics, low code, security, and our extensible platform foundation to enrich and power all of our workflow solutions. Discover how you can take work to the next level with smarter, faster, simpler experiences for everyone.
Reducing field team friction with GIDR’s Agentic AI voice-guided intelligence.
Today's service experience faces friction for field teams who frequently struggle to find essential information, overcome skills gaps, and receive effective training. Maximizing productivity while ensuring strict adherence to service procedures is critical—yet up to 88% of employees fall short of full compliance. Learn how GIDR’s Agentic AI Voice platform delivers real-time Guided Instructions, Interactions, and Insights to reduce resolution times while boosting productivity, compliance, and customer satisfaction.
Taming the black box: Crafting Agentic Evaluations
As AI agents grow more autonomous, evaluating their performance requires more than just accuracy. This session introduces Agentic Evaluations, a framework for assessing AI in real-world scenarios. Learn how to design robust evaluation systems, understand key challenges, and apply lessons from cutting-edge AI research. Join us to explore how to measure, refine, and build reliable AI agents that deliver true value.
Transforming the portal experience with AI-powered search
What if your search experience could do more than retrieve results - what if it could connect users with the exact insights they need? See how AI Search transformed University of Washington Health's Pulse Portal by integrating multiple knowledge bases and creating custom experiences tailored to specific needs. From Employee and Location Directories to a Health Facts knowledge base, discover how advanced EVAMs and AI Search APIs enabled seamless access to content. This session is perfect for those ready to elevate their portal search capabilities and deliver smarter, faster solutions.
From Beats to Business: A Journey from Hip Hop Artist to ServiceNow Practice CEO
This session highlights the diverse talent within the ServiceNow ecosystem. Meet Merv Small, Founder and Managing Director of Agiro in Sydney, Australia. While Hip Hop music is Merv's passion, he found his way to ServiceNow at a prior Knowledge event and it felt at home. As one of ServiceNow University's spotlight stories, you'll have an opportunity to see his feature video and hear a conversation with the film's Director about his unique journey into the community.
Designing for People: How Human-Centered Design Transforms Work with ServiceNow
Technology should work for people—not the other way around. In this session, discover how human-centered design principles can help you create intuitive, efficient, and engaging experiences that make work easier and more impactful. Learn how ServiceNow empowers you to streamline processes, eliminate friction, and design AI-powered workflows that truly put people first. Whether you’re improving employee experiences or enhancing customer interactions, you’ll walk away with practical strategies to drive adoption, boost productivity, and deliver meaningful change—one experience at a time.
The secrets to great user experience
In this session, you’ll learn key usability principles to improve user experiences in the ServiceNow platform—even without formal UX training. We’ll break down common UX issues in straightforward language and give you hands-on opportunities to identify and solve them. Attendees will leave with practical tools to evaluate and enhance their current ServiceNow experiences, with a clear focus on improving usability moving forward.
Prompt playground - an interactive experience for AI custom skill creation
Laptops required: Join a gamified learning experience focused on AI custom skill development. Tackle tiered challenges (Rookie, Pro, Legend) with hands-on prompt engineering tasks. The interactive format features quick challenges, real-time leaderboards, and personalized badges, culminating in certification opportunities. So get ready to make AI capabilities more accessible to ServiceNow developers and leaders..
Experience Mapping for non-UXers
Interested in understanding and improving the experience for your end users but don't have the resources to conduct a formal journey mapping research project? Learn how to leverage existing knowledge about your end users to surface insights into user journeys, pain points, and opportunities for improvement. Gain practical skills to help you craft exceptional user experiences and provide measurable business value.
Putting AI Agents to work: A framework for designing agent personas
Discover how to bridge the gap between Agentic AI potential and practical implementation through our field-tested Agent Worker Personas framework. In this interactive workshop, you'll collaborate with peers to identify high-impact use cases and design AI agent roles specifically aligned with your business objectives. Leave with actionable templates and a structured methodology for implementing effective AI-driven workflows in your organization.
A customer story: Implementing great employee experiences at VISA
Discover how applying Human-Centered Design (HCD) principles has driven successful product implementations at VISA. Learn from our leading practices for employee listening, gathering the right requirements, and designing products that deliver exceptional value to our employees and business. We’ll also share CSAT scores and outcomes from our launches, showing the impact of HCD on product success.
Form UX secrets revealed: Boost productivity and crush error rates!
Discover how well-designed forms improve efficiency, user satisfaction, and engagement. Learn how to collect accurate, valuable data and reduce errors by investing in usability. We’ll cover practical strategies to streamline processes, enhance user experience, and drive productivity with smarter form design.
Designing without barriers - the power of inclusive & accessible designs
Learn to apply accessibility principles, including WCAG guidelines, to your ServiceNow implementations. Discover strategies for auditing solutions, improving navigation, contrast, readability, and ensuring compliance. Walk away with a clear roadmap to create accessible, user-friendly solutions that drive adoption, satisfaction, and legal compliance.
Prepare your data for AI: A practical framework for readiness
Successful AI adoption starts with the right data strategy. In this session, we’ll introduce the AI Data Readiness framework and break down its five key facets—Availability, Representativeness, Quality, Governance, and Security. You’ll also learn how to leverage ServiceNow’s data integration tools, including Workflow Data Fabric and AI Skill and Data Kits, to ensure your data is AI-ready. Walk away with a clear roadmap to confidently prepare your organization’s data for AI-driven innovation.
4 ways to reduce user errors on Employee Center & Service Portal
Are employees struggling to find what they need in your Employee Center or service portal? A confusing or inefficient portal leads to frustration and lost productivity. In this session, we’ll cover four key areas to enhance your portal’s usability—visual hierarchy, design patterns, concise language, and microinteractions. You’ll walk away with actionable insights to improve navigation, streamline interactions, and create a more efficient experience for your users.
The Sit down with ServiceNow MVPs
With all things happening in the ServiceNow ecosystem, it can be easy to miss what's most important. Let our MVPs inform you! Meet a few of our ServiceNow Most Valued Professionals, learn what’s real with AI and how to silence the noise. Plus tips for getting more involved with Community.
Unlocking the secrets: Reverse engineering in ServiceNow
In this lab, we will dive into the art and science of reverse engineering code on the Now Platform. Whether you’re troubleshooting complex scripts, understanding third-party integrations, or enhancing existing functionality, mastering reverse engineering techniques is essential. You’ll learn how to leverage built-in and third-party tools, inspect code, and apply effective debugging. By the end of this session, you'll be equipped with practical skills to reverse engineer code, enhancing your problem-solving capabilities and driving better outcomes in your ServiceNow projects.
The GlideQuery advantage: Why it's time to transition from GlideRecord
The GlideQuery API has been available in global and scoped applications for over four years, but hasn't yet seen widespread adoption. Maybe you've been on the fence about why you should adopt it in place of GlideRecord or maybe you've never heard of it or just don't know much about it. This session will lay out the best arguments for switching and provide valuable resources and cheat sheets to set you up for success.
CX Without Barriers: Unify CCaaS and ServiceNow for Effortless Experiences
Great customer experiences don’t happen in isolation—they require seamless coordination across the organization. Many businesses struggle with disconnected systems, inefficient workflows, and high agent turnover. By integrating CCaaS with ServiceNow’s CRM and Industry Workflows, organizations can enable functional self-service, unify agent workspaces with AI-driven guidance, and seamlessly connect front-middle-back-office operations. This boosts agent productivity, efficiency, and enhances every CX touchpoint. Join us to explore the power of a connected service ecosystem.
360 Exchange: How to successfully implement and roll out Customer Service Management
Ready to start transforming your customer service capabilities with ServiceNow? Join us as we discuss proven implementation and rollout strategies, giving you high-value insights into how to successfully deploy Customer Service Management (CSM) in your organization. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
The post-work era: AI, automation, and the future of meaningful work
AI is reshaping the workforce, automating routine tasks while redefining what work means for humans. As AI handles more jobs, how do we ensure economic stability and purpose? This session explores how individuals and businesses can embrace AI as a collaborator rather than a threat, focusing on lifelong learning, human-centric skills, and new economic models. By designing work structures that integrate AI while prioritizing purpose, we can create a future where AI-driven efficiency coexists with fulfilling careers.
What the Actual Future? Your Roadmap to AI Innovation
The AI-driven pace of innovation is accelerating—who's keeping up? And how? And where exactly are we going? Innovation experts Dave Wright and Brian Solis share new research on enterprise AI adoption and what it means for the future of business. Join us for a deep dive into the state of enterprise AI! Key highlights: * Insights from the 2025 Enterprise AI Maturity Index * Concrete strategies for increasing AI maturity * Fireside chat with Rachael Sandel, Group Chief Information Officer at Orica * Facilitated discussions with innovation leaders A must-attend session for executives and innovators seeking to position their organizations at the forefront of AI business transformation.
Large insurance company based in South Carolina accelerates value with Customer Success
Join this session to hear the customer success journey of a large insurance company based in South Carolina. With ServiceNow Impact and Expert Services, they are able to accelerate value and ensure alignment with their vision and strategy, all while ensuring the importance of governance while implementing.
Introduction to CSDM modeling
Are you ready to use CSDM to model your data? Join this master class with ServiceNow’s data foundations team to learn how. Using a common hypothetical stack, lab participants will build an end-to-end service across the CSDM stages of maturity - Crawl, Walk, Run, Fly. You don’t want to miss this hands-on experience!
Empower customer service agents with an AI-powered workspace
Join us to learn how to optimize your CSM Configurable Workspace. We'll teach you how to configure customize fields, pages, and Playbooks to boost agent productivity. See how optimized page layouts and powerful AI can simplify agent workflow and provide guidance to speed up resolution. Our experts will guide you through the process of setting up the case record page, and configuring your workspace. This hands-on lab will give you the hands-on experience you need to make workspace a success for your organization.
How SAP manages value and drives success
Join us for an insightful session where SAP shares key learnings from its value management journey with ServiceNow. Learn how SAP discovered how to systematically capture value, evaluate business cases, and track improvements with KPIs.
Master CSM Portals: Harness ServiceNow's Platform for Connected Experiences
Unlock the full potential of CSM Configurable Portal Widgets and the new Business Portal. Whether you're a newcomer or a seasoned pro, discover how to create tailored portal experiences that meet your unique needs. Our experts will guide you through setup, configuration, and best practices for seamless implementation.
UX: Configuring with Horizon & Figma: A beginner's guide
Laptop required: Want to create more efficient, user-friendly workspaces in ServiceNow? In this hands-on workshop, you’ll learn how to apply Horizon’s design guidance in Figma to build consistent, high-quality experiences—no prior design expertise needed. Discover how to use pre-built components, troubleshoot real-world challenges, and streamline collaboration for seamless handoffs. You'll leave with practical skills, improved Figma confidence, and a clear path to designing better experiences with Horizon.
Leveraging Attack Graphs to improve Security Operations
This session explores how the XM Cyber Attack Graph + ServiceNow’s Security Operations platform integration grants threat visibility and proactive security measures. XM's Attack Graph maps potential attack paths to show how attackers can exploit vulns to reach critical assets. This helps teams prioritize, respond faster and gain key context for decision making. It shows how this integration across key modules like Vulnerability Response, CMDB, Security Incident Response, SPC, and the upcoming Exposure Response framework enhance security posture, reduce critical asset risk, and strengthen resilience.
Driving AI transformation in Global Business Services (GBS)
Join this session to learn how Genpact can help you realize the full potential of ServiceNow in Global Business Services (GBS) through automation and AI. Discover how Genpact’s AI-First business services transformation emphasizes the 3E's — Effectiveness, Efficiency, Experience. By unifying traditionally siloed operational functions into a connected enterprise, your company's GBS organization can position itself for future success. Explore how this transformation enhances user experiences, drives platform automation, and leverages the latest AI capabilities to revolutionize operations.
Get started now with Source-to-Pay Operations!
Discover how quickly you can deploy easy-to-use processes that make it simple for employees and suppliers to get work done across the source-to-pay process. In this hands-on lab, you'll learn how to increase procurement self-service discovery, simplify request intake, and streamline supplier management on the ServiceNow platform.
Smart Flow generation - AI RAG and #hashtag
Get ready for an exhilarating training on flow generation! We will unveil the latest advancements in creating flows with Data Pills using Generative AI. This session will cover the innovative hashtag feature, empowering users to effortlessly select tables while describing their prompts, providing the LLM with unparalleled context for superior predictions and enhanced results. Additionally, we will explore AI Search-Based RAG, which helps in fetching relevant actions and tables based on user prompts, resulting in highly accurate flow blueprints and precise inputs/outputs for each component.
How Service Management & Operations at Inter IKEA is using AI to bring DIY for the Internal organization
While IKEA offers a seamless DIY experience for customers, internal IT processes have been fragmented along with 5 Service Desks. This contrasts with the simplicity IKEA provides consumers. Our dream is to offer a similar DIY experience internally, enabling users to handle IT tasks anywhere, anytime through one Service Desk. To achieve this, we focused on four key areas whilst embedding AI: Proactive (predictive steps for Service Desk), Easy (AI tools for summarization), Better Together (automated ticket routing), and Efficient (AI-driven analytics for root cause analysis).
Lights, camera, automate! Take charge of your automations with Automation Center
This lab session will provide a hands-on introduction to getting started with Automation Center. Attendees will be guided through the entire process, starting with creating automation requests and developing tasks. We will demonstrate how to publish automations, monitor their execution, and evaluate the return on investment (ROI) from these automations. Participants will also learn to integrate various platforms with Automation Center to streamline data flow. Lastly, learn how to manage all automations with a single click, simplifying operations and enhancing overall efficiency.
Multi-level breakdowns in Performance Analytics
Take Performance Analytics to the next level with the new multi-level breakdowns capability. Powered by data snapshots, this feature removes the historical two-level limitation, enabling deeper insights and more granular filtering. In this session, we’ll cover the setup requirements and guide you step-by-step through configuring and using multiple breakdowns for your Performance Analytics indicators. Learn how to leverage this powerful new technology to gain richer insights and better actionability.
Scaling to New Heights: How T-Mobile Transformed Performance with RaptorDB Pro
Managing multiple ServiceNow instances can be complex and costly. This session explores how T-Mobile consolidated multiple instances into a single, high-performance platform using RaptorDB Pro, achieving faster database response times while improving scalability and efficiency. Learn how RaptorDB Pro enables T-Mobile to streamline operations, reduce infrastructure costs and enhance user experience. We’ll share key insights, lessons learned and the business impact of this transformation—demonstrating how ServiceNow can scale to meet the needs of the most demanding environments.
Migrating to workspaces: Configuration, customization, and advanced techniques
ServiceNow workspaces offer a powerful, modern interface to enhance agent productivity and user experience. In this session, attendees will learn how to successfully migrate to workspaces. We’ll cover the most common configurations, best practices for tailoring workspaces to business needs, and explore advanced capabilities that unlock even greater efficiency. Whether you're just getting started or looking to optimize your implementation, this session will provide actionable insights and expert guidance to help you make the most of ServiceNow workspaces.
Cathay Pacific Airways journey to become a digital leader with ServiceNow
To support its vision to become a digital leader, Cathay Pacific embarked its digital transformation Journey leveraging ServiceNow Platform. Cathay’s transformation journey spread across three horizons. * Horizon 1: Centralized platform, better users’ interface and improved observability. * Horizon 2: Self-service, risk and vulnerability management, visibility in software spend. * Horizon 3: AI and GenAI based transformation, data driven decision. This session will cover how Cathay and Infosys deliver maximum value at each phase in terms of elevating customer and user experience, improving operational excellence, reducing cost and mitigating risks.
Unlock the Full Potential of Agentic AI with ServiceNow and Microsoft
In today’s fast-paced digital landscape, businesses need intelligent, connected, and automated solutions to stay ahead. Microsoft and ServiceNow are redefining enterprise efficiency by seamlessly integrating AI, data, and workflows across every facet of an organization—empowering teams, optimizing operations, and driving measurable business outcomes.
Now on Now: Powering IT operations with AIOps
Discover how we're using AIOps to transform our IT operations with real-time insights, proactive issue resolution, and automated decision-making. We'll share how we use ServiceNow to gather extensive metric and log data from infrastructure, applications, and end-user devices, while applying AI-driven analytics to enhance visibility, detect anomalies, and optimize system performance. See how we’ve enabled intelligent automation, improved reliability, and faster incident responses in modern, complex environments on our very own Now Platform.
Now on Now: Agentic AI-Driven Analytics for Leaders
Imagine C-suite executives equipped with personalized "Insights Agents" that answer business questions, understand objectives, track KPIs, and create visualizations. For complex inquiries, specialized agents seamlessly collaborate to provide insights, enhance decision-making, drive smarter actions, and deliver impactful results. Join us to witness how Agentic Analytics is transforming C-Suite experience.
How Wynn Resorts pioneered a new era of transformation
Under the dynamic leadership of David Tyburski, VP of Information Security & CISO at Wynn Resorts, the company has embarked on an unprecedented transformation journey. David's strategic foresight and unwavering commitment to excellence has been instrumental in revolutionizing operational efficiency, fortified security measures, and enhanced both employee and guest experiences through innovative ServiceNow solutions. David's hands-on approach and dedication to leveraging technology for human-centric outcomes exemplify the essence of transformative leadership.
The future of work: AstraZeneca’s ServiceNow-enabled back-office revolution
Explore how AstraZeneca teamed with Deloitte to achieve their ambitious “Future of Work” goals through ServiceNow-enabled back-office transformation. You’ll learn about the transformation outcomes the organization delivered to make a step change in cost efficiency, and why the replatforming of ServiceNow (including portals, VA, ITSM, HRSD, SPM, IRM & more) to create a digital foundation to fuel value creation was essential. The results? An organization that rethinks where and how work gets done enabled by transparency of data, process automation, & driving self-service through user experience.
Connecting with confidence: Securing your ServiceNow integrations
This session equips you with the knowledge and tools to secure your ServiceNow integrations, ensuring seamless and safe data flow across your enterprise. Learn best practices for authentication, authorization, data encryption, and proactive security monitoring. We will explore best practices and solutions for ensuring robust security measures are in place to protect sensitive information as you connect ServiceNow with other critical applications.
Day 1: Put AI to work for people - now
Join Bill McDermott, ServiceNow Chairman and CEO, and special guests for an inspiring keynote about how we’re putting AI to work across every corner of your business. Discover how you can unlock AI’s full potential today—across any industry, any agent, and any workflow.
CreatorCon Unscripted: An Unconference Open Forum
Got a big idea, unique insight, or best practice to share? The Unscripted Unconference is your stage! We’re hosting 6–8 lightning talks — quick, 10-minute sessions where industry knowledge, practical tips, and bold perspectives come to life. Whether you’re a seasoned speaker or just passionate about your work, this is your chance to inspire and connect with the community. **Weren’t selected to speak during Knowledge 2025? No problem.** Swing by the CreatorCon Pavilion, sign up on-site, and claim your moment in the spotlight. We’re keeping the mic open for fresh voices and big ideas throughout the event. This is your time. Your platform. Your people. Let’s hear what you’ve got.
Blueprints & breakpoints: Admins & Architects roundtable
As a ServiceNow Admin or Architect, you play a critical role in the success of your ServiceNow Platform. But how do you balance scalability, performance, and governance while keeping up with evolving business needs? In this roundtable, connect with fellow Admins and Architects to share best practices, tackle common challenges, and discuss everything from instance health to development frameworks. Come ready to exchange insights, solve problems, and refine your approach to platform success!
Navigating the Platform owner journey in ServiceNow
As a ServiceNow Platform owner, you're balancing governance, innovation, and stakeholder needs. But how do you keep your process scalable, efficient, and future-proof? In this roundtable, connect with fellow platform owners to discuss strategies for driving adoption, managing technical debt, handling demand intake, and aligning with business goals. No slides, no lectures—just real conversations with peers who face the same challenges. Come ready to share and learn!
LeadHERship Through Mentorship & Community
In a fast-moving industry where women continue to innovate, lead, and uplift others, creating intentional spaces for connection and shared growth have never been more important. Women in the tech industry continue to break barriers while navigating unique challenges. This session is focused on creating “empowered circles” a high-impact, community-driven experience designed to create space for connection, reflection, and activation among women at all career stages. Through intimate, roundtable-style conversations led by designated circle hosts, participants will engage in honest dialogue around themes such as imposter syndrome, career advancement, mentorship, and much more. Each table will center a key topic that speaks to both the personal and professional realities —inviting lived experiences, shared wisdom, and collective problem-solving. This is not a panel. It’s a co-created space —whether you’re an emerging developer, a mid-career manager, or a tech exec, this session offers a unique opportunity to be both teacher and learner in a room full of women rewriting the rules of leadership, visibility, and success. You will leave with fresh perspectives, meaningful connections, and inspiration to lead with confidence, clarity, and authenticity in every space you occupy. This session is open to all women and allies.
Developer Meetups 101: Start One, Join One, Grow One
Want to start or attend a Developer Meetup but not sure where to begin? Hear from Sydney James, Martin Ivanov, and Jerry Wong, experienced event leaders who’ve built their own chapters from the ground up. Discover the benefits of Developer Meetups, connect with others in your community, and get the insights you need to launch your own successful chapter or attend your first event.
Inside Agentic AI: Developer Roundtable on Adaptive, Action-Oriented Workflows
Agentic AI goes beyond automation—it’s AI that makes decisions, adapts, and takes action. In this interactive developer roundtable, you’ll explore real-world challenges and future-ready applications. Join your peers to discuss how AI agents observe, decide, and act within The ServiceNow AI Platform, and what that means for building smarter, more adaptive workflows.
Leadership in the HERizon: Meetup & Hackathon Team Build
Join this Lead Boldly session for an inspiring session featuring women from all corners of the ServiceNow ecosystem, along with leaders from our community & WomenNow, as they share their career journeys and personal experiences. This is a great opportunity to network, connect, and exchange stories with other women and allies in the ServiceNow Community. Plus, you’ll have the chance to form your Hackathon teams before the CreatorCon Hackathon kicks off!
Game On: You vs. ServiceNow AI
Ready to test your brain against ServiceNow AI? Drop by the Expo for a fast-paced, fun challenge that pits your problem-solving skills against intelligent AI agents. Whether you’re a seasoned scripter or just curious about AI, this game is open to everyone—and packed with insights into how ServiceNow AI thinks, adapts, and acts. Play, learn, and maybe even win some bragging rights. Let’s see what you’ve got!
The CreatorCon Hackathon - Team Formation
The CreatorCon Hackathon needs you! This isn't just for developers - any and all backgrounds and skills are welcome! A well-rounded team is often the key to success. During this time, we will help participants create teams (up to five team members each). Be sure to register for all the CreatorCon Hackathon sessions, too!
The CreatorCon Hackathon - Crowning a Champion
Who in their right minds spends eight hours on the first day of a busy conference to hack solutions to hypothetical problems? Your Hackathon teams and winners, that's who! During this session we will reveal and award the winners of the 2025 CreatorCon Hackathon!
Lead boldly. Win together. Keynote
What do elite athletes and bold business leaders have in common? Relentless drive, courage to challenge limits, and the mindset to turn pressure into opportunity. Join us for a two-part electrifying conversation on setting new standards of excellence in the face of immense challenges. The LA28 Olympic & Paralympic Games and visionary industry leaders, followed by two of the world’s most decorated athletes, team up for an unforgettable discussion on performance, purpose, and innovation. They’ll explore what it takes to fuel resilience, harness AI and technology to drive transformation, and ultimately, win—on the field, in business, and wherever the future is being built.
Maximizing ServiceNow ROI through governance and an effective delivery model
1\. How do you scale a ServiceNow implementation team from 10 to 100 people? How do you build a cross organization COEI that can deliver large CSM, ITSM, ITOM and SPM programs at the same time with minimal friction? Join us to see where we started, how we confronted visions, best practices and operational realities, how we went from generic ServiceNow COEI recommendations to a Large Solution SAFe setup. Discover how we are using the ServiceNow COEI to rethink our way of working and how ServiceNow SPM is helping us run it.
Mic drop magic: Empowering women to own the stage
Public speaking is more than just words—it’s about power, presence, and owning the room. Yet, for many women, societal expectations, imposter syndrome, and the challenge of being talked over can limit confidence and career progression. These barriers often prevent women from fully stepping into their potential as powerful communicators and leaders. This fun, interactive Lead Boldly session is designed to help women break the mold of traditional public speaking by transforming fear into confidence and limiting beliefs into empowering narratives. Through storytelling, humor, and practical techniques!
Empowering financial services: Three banks' transformative journeys with ServiceNow’s FSO & IRM
In this panel discussion, three banks share insights on their experiences implementing ServiceNow’s IRM (Integrated Risk Management) and FSO (Financial Services Operations) products. The panelists highlight challenges such as overcoming organizational resistance, managing integrations with legacy systems, and tight project timelines. Despite these hurdles, they praise NewRocket as a key partner in driving business optimization, citing its technical expertise and commitment to continuous support. The collaboration has helped streamline risk management processes, enhancing efficiency and compliance across the institutions.
Industry Keynote: Financial Services
Are complex processes costing your financial institution and customers? As demands evolve, financial institutions often add more tech solutions, complicating contact centers and back offices. What if you could break the cycle and future-proof customer service, while strengthening operational resilience, all with one AI platform? Join ServiceNow's Financial Services leaders, Fifth Third Bank, and Visa to explore how to boost customer loyalty and growth. With centralized AI agents, data, and workflows, your financial institution can reduce costs and capture a competitive edge in the market.
Put AI to work for payments with NVIDIA, ServiceNow, and Visa
Managing card disputes is often complicated, time-consuming, and costly. Join this session to discover how the visionary of AI computing, the AI platform for business transformation, and the world leader in digital payments are working towards fast-tracking dispute resolution and swiftly responding to consumer trends with AI and automation. AI Agents plus data and workflows deliver frictionless service, reduced contact center volumes, and seamless compliance, all while reducing costs.
Banking CRM roadmap: Future-proof your bank with AI agents across the customer experience
AI agents are ready to change how banks provide frictionless customer experiences, at epic scale. Let’s dive into the specifics of how AI agents and strategic partnerships can elevate your contact center and service operations like dispute management, in this next era of Financial Services Operations. Hear from our Senior Director of Product Management, Brian Hudson, on how he’s strategizing for the future of AI agents, and Pedro Reyes, Senior Director of Customer Service Operations, on how he puts AI to work for BlackHawk Network.
Transforming Banking operations through Agentic architecture and Gen AI
Post Trade operations face pressure to cut cost, improve client service and scale up. Challenges arise from the fragmented processes, siloed teams, and complex systems, making Operations teams the go-to for issue resolution. Learn how operations leaders are tackling these challenges with automation, through end-to-end work orchestration, proven to deliver significant business value. We will share industry perspectives on the macroenvironment around trade operations, show you how to automate trade processing across the lifecycle and demonstrate real-world success stories in trade operations.
Innovate to elevate: Tech-savvy dispute solutions for post-purchase excellence
Post-purchase experience and dispute management are critical components of customer satisfaction and retention. The discussion, featuring experts from Visa and ServiceNow, will delve into innovative technology solutions that are transforming these areas for financial institutions streamlining post-purchase processes, enhancing dispute resolution efficiency, and optimizing customer experiences. Insights on the latest trends, challenges, and best practices in the industry will be delivered, providing valuable takeaways for financial institutions looking to stay ahead in a competitive market.
Coforge's proposition for Disputes Management solution for Mastercard
Coforge offers an automated, AI-driven next-gen Disputes Management solution that integrates Mastercard-specific rules with Reg E and Reg Z requirements into a cohesive rules engine. This ensures seamless end-to-end workflow and audit traceability. For the resolver group, it provides an augmented digital workforce leveraging machine learning, AI, and RPA to enhance efficiency and accuracy. Key benefits include reduced call volume, lower error rates, faster closure times, decreased cost per dispute, increased STP, consistent customer messaging, and an improved customer experience.
Are you ready to revolutionize your dispute resolution process?
Join us for a discussion and consultation on the transformative potential of AI in dispute resolution. Financial institution leaders will discover how AI solutions can address key challenges and unlock new opportunities and address questions to Visa experts. Learn about Visa Dispute Intelligence (VDI) for validating dispute rights and prioritizing high-success cases, and Visa Document Analyzer (VDA) for streamlining document review. Enhance your organization's efficiency, productivity, and customer satisfaction, positioning it at the forefront of the financial sector.
Equitable’s AI-driven journey to transform operations and customer experience
Join Equitable, one of America’s leading financial services companies, as they share their transformative journey to build resilient operations, enhance customer experience and accelerate business outcomes through ServiceNow’s Financial Services Operations (FSO). Discover how Equitable leverages ServiceNow and DXC as they evolve their AI strategy. Additionally, explore DXC’s Assure BPM solution, powered by ServiceNow, which modernizes insurance operations by integrating AI, data, and workflows to reduce process debt, boost operational efficiency and elevate customer satisfaction.
Maximizing Your FSO Investment: Strategies for Financial Services Optimization
Join Infocenter, a leading ServiceNow Elite Partner, for an interactive session on maximizing your ServiceNow FSO investment. We’ll explore strategies, successes, and lessons learned from three top financial services organizations. Our experts will share best practices, real-world challenges, and practical takeaways to help you drive efficiency, innovation, and ROI in your ServiceNow journey.
Now on Now: How to get started with AI Agents
At ServiceNow we’re building AI Agents to help our users get work done faster than ever using Now Assist Skills. In this demo theater, we’ll show you how you can get started with AI Agents and give your users the same revolutionary productivity gains we’re seeing each day.
Now on Now: How we’re bringing external data, like from SharePoint, to AI Search
AI Search breaks through boundaries, helping users discover precise information with unprecedented speed and quality. In this discussion, we'll explore how integrating external data sources enhances AI Search results, delivering a more comprehensive and powerful search experience tailored to users’ specific needs.
Now on Now: Unleashing Business Transformation with CMDB & CSDM
In today’s digital-first world, an optimized CMDB and CSDM strategy is the backbone of IT and business transformation. This demo session explores how we leverage data intelligence to enhance service visibility, automate workflows, and drive operational excellence—ensuring a resilient and future-ready enterprise.
Now on Now: Get started with Workflow Data Fabric and Raptor DB
Unlock value with Workflow Data Fabric, powered by the Now Platform and the high-performance RaptorDB Pro for ultra‑speed and scalability. Join us for this demo session and explore the possibilities.
Now on Now: Get started with Process Mining
Unlock the power of process mining to boost efficiency and optimization in your organization. In this demo session, we'll cover the high impact real-world use cases within ServiceNow, and show how to get started with process mining. Learn best practices for leveraging ServiceNow Process Mining to achieve your business goals and drive data-driven transformation.
Now on Now: Experience in action - unlock value faster with ServiceNow
Great experiences aren’t a luxury—they’re key to unlocking business value. In this session, we’ll show you how to transform work with ServiceNow by delivering consumer-grade experiences for employees and customers. Learn how to cut through backend complexity and design AI-powered, intuitive workflows. By building trust with users, anticipating their needs, and reducing cognitive load, you’ll drive adoption and free time for high-impact work. Whether your goal is efficiency, engagement, or innovation, this demo session will provide practical strategies to turn exceptional experiences into measurable business results.
Now on Now: Getting started with App Engine, low-code, and no-code apps
Without COTS (commercial off the shelf) business apps, getting work done is almost impossible. But let's face it: even apps have gaps! Enter ServiceNow App Engine. Join our demo to learn more about how our low code/no code products are filling the app gaps and boosting productivity.
Now on Now: Leveraging AI agents for smarter customer support - start NOW!
AI-powered agents are transforming customer support by enhancing efficiency, reducing response times, and improving customer satisfaction. This demo session introduces the fundamentals of AI agents in customer service, exploring their key capabilities, implementation strategies, and best practices. Whether you're looking to automate inquiries, streamline workflows, or provide 24/7 support, this demo session will help you get started with integrating AI agents into your customer support operations.
Now on Now: How we configured MS Co-pilot & Now Assist to make work better
At ServiceNow we unified MS Copilot and ServiceNow's Now Assist into a single platform, allowing users to search the knowledge base, request service catalog items, and more. In this demo theater, we’ll demonstrate how we combined two GenAI assistants so you can give your users the same improved productivity and experiences.
Now on Now: Revolutionizing procurement through intelligent intake
Break free from procurement bottlenecks with our game-changing work intake and case management platform. Learn how centralizing your procurement team and creating a single point of entry for all requests will dramatically reduce PR-to-PO cycle times and costs. See firsthand how seamless contract tool integration eliminates redundant tasks and empowers procurement professionals. Our solution delivers the efficiency, transparency, and control needed to transform procurement from a business bottleneck to a strategic advantage while improving supplier relationships.
Now on Now: Walk with ServiceNow on the start of your security journey
Getting started with platform security on ServiceNow may feel intimidating. Often, we are left on our own to figure security out. ServiceNow wants you to walk with us on this journey. Learn from our experience and let us guide you on how to get started with ServiceNow platform security. In this session we will walk you through where to start, what tools are available to make security easier and what’s available for those organizations that require additional security.
Now on Now: How to get started with Virtual Agents
At ServiceNow, we leverage Virtual Agent to make platform workflows, service catalogs, and knowledge articles conversational—reducing the need for human-created topics. In this demo we explore how to configure Flow Designer actions, catalogs, knowledge articles, and content to create a conversation-first experience that enhances self-service with Virtual Agent.
Now on Now: Zero Service Desk – Revolutionizing IT support with AI
The future of IT support is no support—where issues resolve themselves before users even notice. Learn how the Zero Service Desk model, powered by AI, predictive analytics, and automation, eliminates service disruptions, enhances productivity, and sets a new standard for enterprise IT excellence.
Now on Now: How we measure AI agent value
AI’s value is not bound within functional silos. Instead, AI can drive an enterprise-wide transformation that requires new thinking around how to measure its impact. At ServiceNow, we measure AI’s impact by calculating the value of its overall boost to productivity. We call this our AI value framework. We calculate the financial impact of AI by converting usage data of time saved into dollar values and, where needed, use reasonable and defensible assumptions. Join us for a demo session to unlock the AI value framework.
Now on Now: AI agents – the smarter, faster, and more autonomous future of IT
AI-powered automation is redefining IT operations, making businesses more agile, efficient, and self-sustaining. In this demo session, discover how AI agents proactively resolve issues, streamline workflows, and revolutionize IT service delivery—creating a frictionless digital ecosystem for your enterprise.
Now on Now: How to rapidly build portals, workflows, and workspaces using AI
Experience our live demo of our Now on Now Text-to-X capabilities, where we show you how anyone can rapidly build portals, workflows, and workspaces using natural language—no coding required. See firsthand how Text-to-X transforms ideas into reality in minutes, revolutionizing development with auto-code!
Now on Now: How we prepare for upgrades to reduce cycle timeframes by 25%
Preparation is key to a seamless and reliable platform upgrade. Through automation, we are improving our upgrade experience to make it quicker and more efficient than ever. Join us to hear how we efficiently upgrade our instances to the latest releases, enabling us to use the newest features of the ServiceNow platform. Learn what it takes to give your teams and customers the same piece of mind the next time you upgrade.
Now on Now: Amplifying employee & customer support with AI-powered self-service
AI is transforming self-service—are you ready to lead the change? Discover how we’ve embedded AI into every step of the customer and employee support journey, driving a 3x increase in self-service usage by making self-service smarter, faster, and more effective. From issue detection to resolution, we’ll share real-world insights, lessons learned, and the impact AI is having on employee and customer satisfaction and productivity. Join us to see how AI-powered self-service is redefining support at ServiceNow — and how you can harness it in your own organization.
Now on Now: More IT agent productivity & 40% lower MTTR with GenAI & Agentic AI
In this session, see how ServiceNow uses our own AI, GenAI, & Agentic AI solutions to drive a 40% boost in IT agent productivity. From automated Incident Resolution Playbooks to Agentic Resolution Agents that analyze & remediate issues, we’ll explore how we streamline ticket handling so agents can focus on higher-value tasks. We'll show you how Recommendation Framework delivers context-aware knowledge and real-time recommendations, lowering resolution times and enhancing our end-users' satisfaction. Join us to see how ServiceNow’s AI-driven solutions are modernizing our IT service management.
Now on Now: A predictive approach to holistic IT operations
In the fast-paced world of modern IT, service disruptions can threaten business continuity. ServiceNow provides a powerful, holistic platform for IT operations management (ITOM), encompassing prediction, prevention, management, and automation. In this session, we will explore how full-stack observability enables predictive operations and how we use our ITOM suite to streamline incident management, reduce downtime, and enhance operational efficiency.
Now on Now: Putting AI to work for customer support engineers
In support at ServiceNow, we believe that improving our employee experience leads to better customer outcomes. That's why we've focused on using AI to streamline work and eliminate repetitive tasks, so our teams can focus on taking care of our customers. In this session, we’ll share how we’re transforming the support engineer experience using AI agents, Customer Service Management (CSM), and other Now Platform capabilities. Join us to learn how this approach drives both employee satisfaction and customer success.
Now on Now: How we're approaching contract operations with AI
Contracts are a part of every business. Speed and accuracy are essential, whether you’re on the buy or sell side. Hear how ServiceNow has embarked on a journey to supercharge our contract operations across our enterprise. We are leveraging AI agents to streamline contract creation, expedite reviews, and flag deviations from predefined guidelines. These AI-driven efficiencies enable our enterprise teams to save hours, focus on complex matters, and reduce turnaround times.
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 the intelligent platform to automate and orchestrate metrics-driven operations. We’ll share how we’re putting AI and digital employees to work across operations, and how we are right-skilling talent to support scaling.
Now on Now: Unlocking value with experience-led innovation and Agentic AI
In today’s AI-powered world, great experiences aren’t just a competitive advantage - they’re the fastest path to value. At ServiceNow, we embrace this reality. In this session, we’ll reveal how we use human-centered design to unlock efficiency and value from Agentic AI, transforming experiences for employees and customers through Employee Center Pro, CRM, and the Now Platform. Join us to learn how we are deploying AI agents to unify workflows and consolidate interactions from multiple systems of record into a single intelligent experience layer that will turbocharge our productivity.
Scaling Security and Compliance: How Comcast and Verizon Accelerate CyberTransformation with ServiceNow
In this fireside chat, leaders from Comcast and Verizon will discuss how they’ve scaled their security, risk, and compliance programs using ServiceNow as a platform for efficiency, security, and compliance. They’ll share how their collaboration with Wipro has accelerated CyberTransformation by leveraging ServiceNow IRM, TPRM, and SecOps to streamline operations and ensure regulatory compliance. With unique customer-facing compliance requirements critical to their business, both organizations have adopted a platform-driven approach, integrating bespoke content offerings, smart workflows, and advanced automation to enhance security and operational efficiency. Looking ahead, they will explore their vision for the future, highlighting the role of AI, next-generation automation, and a strong platform strategy in driving continued innovation.
Manufacturing roadmap: Transform sales and service operations with AI agents
Learn how AI Agents in our manufacturing CRM simplify customer and channel interactions, enhance dealer collaboration and cut costs by automating manual tasks and proactively managing cases. In this session, you will also get an an exclusive look at upcoming innovations and a live demo showcasing practical, AI-driven manufacturing experiences.
CreatorCon Keynote
Developers crave innovation and the CreatorCon Keynote is where you’ll experience this LIVE! Join hosts, Senior Developer Advocates, Lauren McManamon and Kristy Merriam, and special guests as they unveil the latest developer tools, showcase groundbreaking demos, and explore what it means to build on ServiceNow, Zurich and beyond!
ServiceNow ITSM Product Roadmap
Want to see what’s new with ITSM and how ServiceNow helps transform Service Operations (ITSM + ITOM)? Many users want to understand the ITSM roadmap to better plan for upgrades. Join this session to learn the product vision and discuss key new capabilities. Learn how ServiceNow is infusing AI and automation into products and what's going to be new in 2025 and 2026.
Unlocking the value of GenAI capabilities
IT organizations are increasingly investing in AI and GenAI, yet demonstrating business value remains a challenge. This session will explore how NVIDIA IT, in partnership with ServiceNow, is overcoming this challenge by leveraging AI and Now Assist to drive efficiency, enhance user EX, and deliver value through data-driven outcomes. We’ll focus on how these capabilities enhance productivity, speed ticket resolution, improve self-service, and increase CSAT. Additionally, we’ll showcase how NVIDIA IT generated value within the first year of leveraging Now Assist, demonstrating measurable ROI.
Unleash your potential: Mastering your career path as a ServiceNow professional!
Want to learn how to take control of your ServiceNow career? Navigating the competitive job market can be tricky, but Will Leslie, a recruiter in the ServiceNow space since 2016 & 3x CreatorCon presenter, is here to help you cut through the noise. We'll explore essential skills—both technical and soft—that you need to thrive, covering the importance of networking. Learn about different career paths, from technical roles to leadership, and discover the latest trends shaping ServiceNow job demand. No matter where you are in your career, join us to unlock exciting new opportunities in ServiceNow!
How Wells Fargo is accelerating its AI journey with ServiceNow Impact
ServiceNow Impact is helping Wells Fargo put AI to work faster across their organization. Now Assist and Virtual Agent have already increased organizational productivity, with a 40% increase in self-service case deflection across their use of HR Service Delivery. Hear from their platform owner how Impact is helping Wells Fargo adopt Now Assist for ITSM to continue delivering value to the organization.
Xfinity Mobile's Single Pane of Glass - ServiceNow Telco Service Management
The 5G Operation Single Pane of Glass (SPoG) aimed to simplify operations, enhance efficiency, and empower the network operations team by providing comprehensive visibility into the network through an intelligent, data-centric, and forward-looking approach. This solution, implemented using ServiceNow Telco Service Management, was designed to optimize network assurance processes for incident, problem, and performance management. We transformed operations into a proactive, informed, and agile ecosystem, delivering value to the organization and ensuring seamless connectivity for users.
Knowledge Unscripted Keynote
What if the secret to leading through complexity starts with a single, unscripted "yes, and"? Join Conan O'Brien and Jessica Williams as they explore the role of improvisation and comedy in leadership. Together, they'll discuss how humor and embracing spontaneity builds trust, lends to innovative thinking, and sharpens adaptability. They'll also reflect on why storytelling remains a leader's most underrated tool. And in a world of constant change, levity is your most strategic asset to build human connection.
CMDB Data Manager: Governing CMDBs has never been easier
Without governance, CMDBs can accumulate large amounts of stale CIs that can impact overall performance. The CMDB Data Manager enables you to create, publish, and manage policies to automate and govern CI life cycle operations, ensuring a trusted CMDB in a healthy and efficient operational state.
From App Engine to AI Agents: Crafting smarter, autonomous workflows
You’ve honed app development for decades— what’s next? Traditional apps are stiff, manual, and impede rapid, scalable decision-making. It’s time to evolve. In this session, we’ll explore how to transform your app ecosystem into a dynamic, AI-driven powerhouse. We’ll break it down into three actionable phases: AI-infused apps that automate tasks, adaptive AI agent-enabled apps that streamline decisions, and fully autonomous AI agents that redefine workflows. Join us to see how you can build the future of enterprise efficiency, agility, and innovation—without starting from scratch.
Transform your HR game: Go from ‘Ugh’ to Ahhh’ using Now Assist!
Discover how to harness Now Assist to revolutionize HR Service Delivery in this dynamic, hands-on session! Dive into cutting-edge new features that streamline processes, elevate employee satisfaction, and drive measurable results. From harnessing cutting-edge solutions to fine-tuning HR workflows, you’ll gain skills that make HR simpler, smarter, and more effective—both for your HR team and your organization.
Activating the future for Lincoln Financial and achieving IRM with ServiceNow
Lincoln Financial's risk management processes were disjointed across its teams, preventing a comprehensive view of the three lines of defense. Join us and learn about the approach taken to standardize how the company's risks are viewed, managed, and reported on leveraging the out-of-box functionality and scalable data model of ServiceNow's IRM.
Amazon's journey in complex global compliance management
As one of the highest ranked companies around the globe, Amazon has to manage the increasingly complex and changing compliance landscape. Come and join us in our journey, as we will share our challenges and solutions in collaboration with global compliance teams, consolidation of a common control framework, working with external third party assessors, and more!
Transforming government services with unified enterprise service management in Abu Dhabi
Discover how the Abu Dhabi Government transformed enterprise service delivery across 60 entities with the help of KPMG in the United Arab Emirates through a unified Enterprise Service Management platform powered by ServiceNow. This initiative consolidated IT, HR, Legal, Procurement, Finance, Facility Management, and Government-to-Government services, optimized workflows, and introduced advanced self-service capabilities. Learn about the transformation results, the on-premise implementation, and innovative data segregation strategies driven by the CSDM model, paving the way for enhanced efficiency and automation.
Transforming third-party risk management in life sciences
A leading Life Sciences company transformed its third-party risk management with ServiceNow and the help of KPMG. Automation streamlined risk assessments, reduced manual errors, and enhanced real-time monitoring of third-party engagements. A new vendor portal facilitated seamless communication with vendors, improving risk identification and mitigation. Advanced analytics provided deeper insights into potential vulnerabilities, ensuring proactive risk management. By modernizing TPRM, the company strengthened regulatory compliance and established a resilient, scalable risk management framework.
Modernizing OT risk for global ports
Operational technology (OT) assets are vital to operate a global ports business, necessitating stringent internal policies to manage associated risks. A global port organization worked with KPMG professionals to harness the power of ServiceNow CMDB and GRC to meticulously catalog and interconnect every piece of equipment, subsystem, and process on the platform, resulting in unprecedented visibility and agility. The dynamic combination of CMDB and GRC can help enable organizations to transform from outdated and reactionary to future-ready OT governance practices.
Process Automation Acceleration with Playbook Variants and SMART Task Plans
Who doesn't love a success story? Join us for a conversation with Goldman Sachs, where we will learn how the team has transformed client onboarding through the use of dynamic case task templates for Playbooks. In addition, we'll take a look at how ServiceNow is innovating with Customer Service SMART Task Plans and Playbook Variants to power dynamic work and process outcomes.
Tech Meets Resilience – How to Obtain the Right Data Dealing with Outages
During this session, we will explore a real-life scenario involving a resilience crisis within an organization. Participants will learn how to efficiently access relevant information sources and contacts to make informed decisions, resolve the issue, communicate effectively with the board, and provide timely reports to regulators. By the end of this session, you will understand how to become a knowledgeable and adaptable resilience leader, earning high regard from the board.
Inside the black box: Generative AI technical deep dive
Curious about how ServiceNow’s Generative AI features work behind the scenes? Join us for a concise, yet insightful, exploration of the neural networks and transformer models that power code generation, ticket summaries, and other AI-driven capabilities in the platform. We'll break down the technical concepts, showing how these foundational technologies optimize workflows in ServiceNow. Plus, we’ll explore how understanding the tech behind GenAI could shape its future role on the ServiceNow platform.
How CSDM established the foundation for business critical products at PayPal
PayPal relies on ServiceNow for various business critical functions. To ensure consistent, scalable data alignment, PayPal enterprise architecture team adopted ServiceNow’s Common Service Data Model (CSDM). This approach not only meets immediate business requirements but also provides a robust foundation to expand into other functions. In this session, PayPal will share their CSDM journey, including key decisions, lessons learned, and future plans—showcasing how a solid data model is crucial to support an evolving product landscape, current business needs, and long-term growth.
Accelerating asset management with ServiceNow: Alvarez & Marsal delivers success
Explore how Alvarez & Marsal—trusted for value creation and solving complex client issues—partnered with NewRocket and leveraged the power of the ServiceNow platform to navigate the complexities of hardware & software asset management. Understand their innovative, deliberate approach to integrate internal systems, create dynamic dashboards, automate provisioning, enhance operational analytics, and generate time & cost savings. Learn how A&M turned challenge into success.
Making AI governance real: Strategies for scale and automation
AI is fundamentally transforming business – AI governance needs automation to scale at the pace of change without adding friction. Gain practical tips for creating an AI inventory, system cards, and risk & compliance assessment workflows and integrate them within existing cybersecurity, risk, and compliance programs on ServiceNow IRM. Learn essential aspects of enabling AI discovery, observability, inventory management, and automation of governance procedures through metadata extraction from AI systems, targeting risk management across the AI lifecycle.
Migrating to ServiceNow for integrated IRM with Abbott Laboratories and KPMG
Discover how Abbott Laboratories migrated from a legacy GRC system to ServiceNow, enabling Integrated Risk Management (IRM), Business Continuity Management (BCM), and Third-Party Risk Management (TPRM). Learn about the strategy to enhance data integration, automate processes, and ensure compliance with CFR Part 11 and Computer System Validation. We'll also discuss our strategic cutover plan and how we helped Abbott empower end users throughout the transition. Join us for insights on this GRC transformation with ServiceNow.
Elevating the telecom excellence with next generation solutions, OneNZ Journey
In today’s fast-paced digital world, OneNZ is focusing on driving growth, enhancing customer experiences, improving efficiency, and simplifying architecture. This session will cover how OneNZ optimizes the entire telecom service lifecycle from service design to provisioning, ongoing management and issue resolution leveraging the ServiceNow Platform. Additionally, learn how the Now Platform boosts visibility, accelerates customer onboarding, and streamlines workflows. We will also explore how AI & GenAI capabilities can be leveraged on revolutionizing telecom operations to unlock new business value.
Proactively mitigate cyber risk: SecOps and Risk Management for the CISO
Join this hands-on lab designed for Security and Risk leaders to explore the intersection of security operations and risk management. In this session, you'll gain real-time visibility into your organization's IT and cyber risk posture, with practical tools for assessing vulnerabilities, prioritizing threats, and aligning security operations with risk management goals. Learn how to proactively manage risks, ensure compliance, and strengthen your overall security posture through integrated, data-driven insights tailored for executive decision-making.
Game-changing innovation: Dell and ServiceNow revolutionize Edge & AI operations
Discover how Dell NativeEdge and ServiceNow is setting new standards for enterprises around the world to integrate their edge, AI, cloud and data center operations. Dive into how Dell and ServiceNow, retail operations and smart operations are delivering an integrated experience and smart operation solutions for retailers, manufacturers and other industries that elevate customer experiences, streamline workflows, enhance operations, production efficiency and drive scalable growth. Walk away with actionable insights to drive innovation, efficiency and growth in your organization.
Hitachi Energy's SPM journey: Standardizing strategic portfolio management
Are you starting your SPM journey? Learn how Hitachi Energy transformed portfolio management, gaining business stakeholder buy-in and expanding Strategic Portfolio Management beyond traditional IT boundaries. Discover NewRocket's four-phase approach that standardized IT demand management, project delivery, and resource allocation. Gain insights into Hitachi Energy's plans for business-wide SPM adoption and takeaway actionable steps for your own journey. Join us to unlock the potential of strategic portfolio management in driving organizational success.
How CDW reimagined eBonding integrations for exceptional customer experiences
Discover how CDW evolved its approach to managing eBonding integrations and overcame various challenges to unlock new potential. Navigating a lack of visibility and control with an external integration-as-a-service provider and complex in-house solutions burdened by high technical debt, CDW turned to ShareLogic. Learn how ShareLogic provided the right solution, delivering unmatched visibility and operational insights. This transformation has empowered CDW to proactively manage integrations as a business driver, reduce costs, and continue to deliver exceptional experiences for their customers.
How I learned to stop worrying and love the MID Server
You can’t afford to miss this session! Join us for an exploration into the world of MID Servers. Want to master the art of naming conventions? Curious about MID Server resilience? Wondering how to handle MID Server migrations? We'll show you how to avoid missteps so your MID Servers don’t become a ticking time bomb.
Future-Proofing Financial Services: LSEG’s Journey to modern software delivery on ServiceNow
Join us to discover how the London Stock Exchange Group is transforming software delivery with test automation and GenAI innovations. By shifting from manual testing to CI/CD, they’ve achieved extraordinary outcomes, from 99% reduction in regression testing time and a 76% increase in test coverage. With quality assurance a top priority, unlocking negative testing has revolutionized their approach, derisking deployments and boosting system robustness. Learn how LSEG is future-proofing their upgrades and feature releases—and how you can replicate their success.
Identify High Risk Assets with Security Posture Control
Organizations today face significant challenges managing their attack surface due to fragmented security data, overwhelming volumes of findings, and extensive remediation processes. ServiceNow’s Security Posture Control (SPC) and Asset Security Posture Management (ASPM) provide an integrated solution that centralizes security data from diverse sources—including CMDB/ServiceGraph connectors and Vulnerability Response—to enable automated, risk-based remediation. By correlating asset information with vulnerability data, SPC identifies exposure scenarios and prioritizes them for urgent action.
Improve your Service Portal with human-centered design to reduce costs and increase satisfaction
Learn how some simple and innovative user experience enhancements to your Service Portal can reduce the numbers of service tickets and ticket deflections, and speed up resolution. These human centered design updates significantly improved overall user and fulfiller experiences for one US government agency; resulting in over $25 million dollars in savings through reduced incident fulfillment time; and increased customer satisfaction scores by 31%.
Leverage the power of GenAI and AI agents to unlock insights from your documents
Do you have business workflows that heavily rely on information locked inside documents? Are you struggling with achieving workflow automation because someone needs to manually extract insights from these documents before passing them on in the workflow? Join us to hear how Now Assist in Document Intelligence can help you efficiently find insights from your business documents and drive workflow automation. In this session, you will learn how to use multimodal AI to extract data from documents, summarize content and drive structured document Q&A for workflows and AI agents.
Managing AI Risks: ServiceNow AI Control Tower unraveled
AI can supercharge your enterprise or spark chaos if left unchecked. Join this hands-on lab to manage AI adoption risks using ServiceNow’s AI Control Tower. Dive in to register AI systems, assess, mitigate, and monitor risks, ensuring compliance, fairness, and transparency across the AI lifecycle from intake to deployment. Master practical strategies to balance innovation with ethics, equipping you with a framework to deploy AI safely, aligned with business goals and minimal risk. Don’t just navigate AI, govern it with confidence!
1st Priority: Is your ServiceNow instance truly secure? Find out now!
Many organizations lack visibility into misconfigurations, security gaps, and compliance risks - often realizing too late that vulnerabilities exist. We'll show you how to assess your instance’s security and improve your overall configuration with guided insights. Whether you're a security lead, platform owner or an admin, this session offers actionable takeaways to protect your platform. No Buzzwords, just real-world strategies to strengthen your defenses. Walk away with a roadmap to turn security insights into action - because "secure" starts with knowing exactly where you stand.
Need an Assist? Build your own custom LLM skill with Now Assist
Join us for an engaging hands-on lab where you’ll dive into the world of AI with ServiceNow’s latest innovation, the Now Assist Skill Kit. In this session, learn how to create your own custom LLM skill tailored to your organization’s needs. Through guided exercises, explore the step-by-step process of skill creation, from defining objectives to deploying your custom skills. Whether you’re new to AI or looking to enhance your existing skills, this lab will equip you with the tools and knowledge to empower your workflows with intelligent automation.
Now on Now: AI Control Tower for Enterprise AI Assets
AI asset lifecycle management is critical for ensuring AI systems remain compliant, accurate, and relevant, maximizing their effectiveness and value. This session explores how we designed and implemented an AI Dashboard—our internal AI asset lifecycle management application—leveraging ServiceNow's Strategic Portfolio Management (SPM), Application/Incident Management, Request Management, and AI Governance application to streamline our AI development, deployment, monitoring, and decommissioning processes.
Now on Now: AI-powered end-to-end customer experiences
One million customers rely on our digital properties every month, so delivering the best possible experience is crucial. Join us to discover how we’re using the Now Platform to simplify the customer journey by unifying experiences into a single front door and streamlining interactions across support, sales, and services. See how automation, GenAI, and AI agents are transforming customer experiences and driving business success, making it easier for customers to get what they need, whether self-servicing or working with our teams.
Now on Now: How we build our data foundation with CMDB and the Common Service Data Model
ServiceNow's Configuration Management Database (CMDB) is the backbone of our robust data strategy, which helps us efficiently structure and manage our digital products and services. We'll share how we use the Now Platform to put our data-driven approach to IT service management into action, enhancing operational efficiency, automating workflows, and improving service delivery. Learn how our common data model connects our business and technical services through well-defined relationships and shared service data, ensuring seamless alignment between IT and business objectives.
Now on Now: How we drive customer success with ServiceNow CRM
Discover how we use the Now Platform and ServiceNow CRM products to enhance the post-sales customer journey and transform customer success. We’ll explore how we’ve transformed customer success delivery, training, and efficiency while increasing net revenue retention (NRR).
Now on Now: Delighting employees with MyServiceNow
My ServiceNow is the destination for all ServiceNow employees, in every role, to get what they need to do their jobs. In this session, we'll share how we’re using our own AI-integrated platform to boost creativity and productivity, strengthen our culture, and offer an exceptional experience to our people. You'll take away actionable AI implementation strategies and proven frameworks to elevate your organization's digital employee experience.
Now on Now: Drive action with CMDB, CSDM, & 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.
Now on Now: Driving SDLC compliance with AI tools on the Now Platform
Transform your development lifecycle from a compliance challenge into a competitive advantage. In this session, hear how we improved our DevSecOps practices using ServiceNow's integrated suite of tools. We combined Strategic Portfolio Management, Performance Analytics, orchestration tools, and AI-driven solutions to create a frictionless path to continuous compliance—without sacrificing speed. You’ll also learn how we leverage HealthScan, Test Assist, and Now Assist to automatically embed security and compliance checks throughout our SDLC while accelerating development velocity.
Now on Now: Elevating multi-cloud management
Traffic and workload demand may grow suddenly or over time; either way, a scalable cloud management solution is a must-have. In this session, see how ServiceNow uses our Now Platform to govern multi-cloud landscape at scale.
Now on Now: How we’re revolutionizing ERP with ServiceNow AI Agents
At ServiceNow, we're revolutionizing our Global Business Services (GBS) operations by leveraging digital twins tailored for various personas within our Enterprise Resource Planning (ERP). This session will showcase how ServiceNow AI Agents are empowering ERP users to perform tasks with greater ease and efficiency, transforming the way business operates.
Now on Now: How AI search powers ServiceNow's digital ecosystem
Search is more than just a feature; it’s the key to unlocking seamless digital experiences. At ServiceNow, AI search is breaking down content and data silos, connecting information across more than 30 applications and digital properties to deliver fast, intelligent, and relevant results. Join us to discover how AI search transforms how employees, partners, and customers find what they need—driving efficiency, innovation, and more intelligent decision-making across the enterprise.
Now on Now: Making AI real for everyone in the company
AI isn’t the future—it’s now. Despite this urgency, scaling AI beyond pilots remains a challenge. The key is embedding AI into everyday workflows across IT, HR, customer service, and beyond. Is your organization truly unlocking AI’s potential and are you ready? In this session, we'll show you how we're driving value at ServiceNow by embedding AI into daily operations using our very own Now Platform.
Now on Now: Breaking down enterprise silos with Integrated Risk Management
Join ServiceNow's leaders to learn how they established a unified risk management framework that offers enterprise-wide visibility while enabling operational and specialized risk management within the corporate IT function. Leveraging shared processes and ServiceNow’s integrated risk management (IRM) system, we enhanced our views of risk, streamlined decision-making, and optimized our operations. This session explores practical strategies for breaking down silos and building cross-functional alignment to support proactive governance across all risk functions.
Now on Now: Optimize costs with IT Asset Management and GenAI
At ServiceNow, we've long understood the value of a strong enterprise asset management strategy to control costs and drive efficiency. In this session, we'll share our most recent approaches to optimize enterprise expenses like never before, leveraging the Now Platform with IT Asset Management (ITAM) and GenAI.
Now on Now: Our holistic approach to responsible AI governance
Effective AI governance isn't just the responsibility of any one department, nor is it sufficiently covered by any single process. In this session, learn how ServiceNow approaches our own AI governance with the collaboration of all stakeholders. See how we're using ServiceNow's AI Dashboard at ServiceNow to empower our employees with new Now Assist capabilities for responsible and compliant AI use.
Now on Now: Process Mining on Agentic AI systems
As AI agents become integral to enterprise operations, they are not just assisting humans—they are completing entire processes autonomously. But how do we measure their performance and ensure they are efficient, effective, and improving continuously? Join us to explore how we optimized our AI agent workflows using Process Mining. Discover how to uncover inefficiencies, benchmark performance, and drive continuous improvement in autonomous processes. Whether you’re deploying AI agents today or planning for the future, this session will prepare you to measure and maximize their impact.
Now on Now: Hear our leaders share real-world lessons learned on our AI journey
ServiceNow unifies data, workflows, governance, & AI agents in a single AI platform to tackle complex enterprise challenges with a consumer-grade UX. Hear lessons learned from four senior leaders who use our AI-powered platform to navigate real enterprise challenges. Find out what’s worked, what surprised us, and how we course correct. See autonomous IT Agents prioritize and act in real-time, and what it takes to unlock faster value. We’ll explore our evolving use of Workflow Data Fabric to connect data across silos securely. Get practical insights from the front lines of AI transformation.
Now on Now: Strategic Portfolio Management roadmaps our business
Connecting strategy with delivery is a key feature of ServiceNow's SPM tools. In this session, learn how we deploy these tools and embed AI experiences across the business to align and achieve common outcomes, deliver timely programs and products, and drive portfolio value for our investments.
Now on Now: Accelerating productivity with AI Agents
Harnessing the power of AI Agents can dramatically increase your employees' productivity. In this session, you'll discover how we use agentic workflows to transform experiences for our employees, across sellers and operations personas.
Now on Now: The dawn of AI Agents
Agentic AI represents a new frontier for AI systems. Discover how truly autonomous AI agents adapt dynamically and make decisions to proactively solve complex problems. In this session, we’ll showcase real-world examples of AI-driven troubleshooting, intelligent recommendations, and automated workflows that enhance employee efficiency and experience. Join us to see how AI agents are transforming and revolutionizing the way we work at ServiceNow.
Now on Now: Transforming our procurement and strategic sourcing workflows
Every business must manage how its people make purchases. At ServiceNow, we’ve made incredible progress simplifying our strategic sourcing and procurement operations—resulting in 14 times the hard savings in just four years, as well as significant efficiency gains. We're faster and more impactful. And we’ve done it by using many of our own solutions and a “single pane of glass strategy.” In this session, you’ll learn how we combine the Now Platform and our out-of-the-box tools to build one front door for key parts of our business, offering a more modern, scalable approach to procurement.
Now on Now: Transform your Now Platform into an analytics powerhouse
At ServiceNow, we're not just managing data; we're revolutionizing how it's handled, stored, and processed. Join us for an exciting session where we unveil our innovative Workflow Data Fabric and RaptorDB. Discover how this powerful solution offers flexibility, scalability, and cost-effectiveness for all your data processing needs. Our comprehensive platform seamlessly integrates with your existing systems, eliminating the hassle of exporting data or setting up new stacks. Dive into the future of data management and see how our approach is paving the way for advanced and efficient use cases. Don't miss this opportunity to learn how ServiceNow is transforming the data landscape.
Now on Now: Power better GBS experiences with AI—let's talk IT, HR, legal & finance
Gone are the days when GBS focused solely on efficiency and scale. In this session, learn how we competitively shifted our view of GBS from optimizing operations to offering a paramount user experience across core services like HR, finance, legal, and IT. See where we’re using the Now Platform to work better, faster, and more strategically, resulting in 3 times the revenue in five years without increasing AR headcount. And discover how agentic AI is our force multiplier, building upon the productivity we’ve already experienced, for exponential enterprise growth.
Now on Now: Unlocking the power of Integrated Risk Management and SecOps
ServiceNow’s Integrated Risk Management (IRM) and Security Operations (SecOps) products combine to enhance both risk management and security incident response. Attend this session to learn how we integrated IRM and SecOps to create a unified approach to managing our security risks, automating incident management, and providing real-time visibility into threats and compliance.
OT management modernization with ServiceNow
Discover how the ServiceNow OT module revolutionized process efficiency, data security, asset management, and audit readiness while enabling GenAI capabilities. This session highlights strategies to overcome fragmented OT processes and achieve a tangible efficiency boost backed by numbers. Gain actionable insights to assess OT challenges, build AI-ready systems, and maximize ServiceNow’s potential for OT Management as well as the OT-IT convergence within your organization. Walk away equipped to drive innovation in OT management.
Playbook Generation: Leverage Now Assist to accelerate automation time to value
Organizations demand accelerated time to value and speed to author automated business processes, leaving developers and builders with little time to implement. Come see first hand how you can use Now Assist to rapidly generate Playbooks to transform your organization's processes.
Pro developer concepts for custom application development
Join this session to learn advanced programming techniques for application development. The session is meant for experienced ServiceNow developers. The session will focus on utilizing traditional software engineering concepts on the Now Platform. Sample lab activities may include: Using multi-level table inheritance for data grouping and access control Building a sub flow to package a repeatable business process Utilize a custom spoke to for custom JavaScript reuse Using a generator for enhancing the user experience with recommended actions Creating a custom activity for use in Creator Studio
Reimagining healthcare and life sciences with patient & clinical workflows
Showcasing a successful execution of a comprehensive ServiceNow implementation project for a leading medtech devices customer, focusing on developing custom workflows for patient and clinical users. This project aimed to enhance operational efficiency, improve patient care, and streamline clinical processes through tailored solutions.
Strengthening healthcare data security: Integrating incident response with UCF
Discover how a leading hospital enhanced its security posture by integrating Security Incident Response (SIR) with Unified Compliance Framework (UCF). Learn how automated risk assessment, streamlined incident creation, and integrated compliance controls led to measurable improvements. This session explores practical strategies for CMDB optimization, risk management automation, and regulatory alignment with NIST Framework 2.0\. See how this unified approach reduced response times, strengthened compliance, and improved protection of patient information.
Supercharge employee self-service with an AI-powered experience
In this interactive lab, discover how to deliver a unified, AI-powered self-service and conversational employee experience that streamlines hire to retire journeys and everyday employee requests. Explore how AI Agents provide immediate answers and recommended actions, learn how to build, maintain, and continuously improve holistic employee journeys, and empower managers to support employees during pivotal moments that truly matter.
Support excellence unleashed: TTEC’s success with ScreenMeet & ServiceNow
Learn how TTEC, a Fortune 500 leader, transformed IT support with ScreenMeet and ServiceNow. Discover how they streamlined processes, improved service delivery, and gained full visibility by keeping all session data within ServiceNow. See how ScreenMeet’s AI-powered solution further enhanced support by automating ticket notes, increasing accuracy, and reducing the number of steps agents take to resolve issues. Walk away with actionable insights on how to boost operational efficiency, improve agent productivity, and elevate customer engagement through this powerful integration.
The AI Advantage: How OMV Transformed Efficiency with AI Journey
Manual processes and inefficient workflows can greatly hinder productivity, and OMV, a leading player in the chemical and petroleum sector, encountered these same challenges. To address them, OMV embraced an AI-first strategy in collaboration with IBM and ServiceNow. By harnessing AI-driven predictive intelligence and Now Assist features, the company enhanced issue resolution and reduced manual effort. Automated Work Assignment improved resource allocation, while real-time dashboards delivered valuable insights.
Transformation of ESG management using ServiceNow
Join this session to learn how Infosys partnered with a global leader in in-flight entertainment and communications(IFEC) systems in automating the tracking, reporting the metrics and goals for the environmental, social, and governance objectives of the organization using the ServiceNow ESG module.
Transforming customer support with Dynamics 365, ServiceNow, and Azure OpenAI
Customer support is evolving, demanding seamless, intelligent solutions. This session explores how integrating Dynamics 365 CRM and ServiceNow with Azure OpenAI and Generative AI transforms support operations. Using agentic architecture, Azure Fabric, Semantic Kernel, and custom AI avatars, we address fragmented data, delays, and inconsistent experiences. Benefits include automating tasks, improving first-call resolution, and delivering empathetic interactions. CxOs and support teams will learn to leverage Microsoft and ServiceNow for scalable, efficient customer service innovations.
Transforming employee experience: Rio Tinto’s journey to a unified HR center
Rio Tinto, a leading global mining group, was looking to transform its global HR technology footprint and uplift employee & leader experiences for its worker population in 38+ countries. Join our session to learn how, with the help of Deloitte, ServiceNow, & Workday, Rio Tinto deployed a unified IT & HR Employee Centre with 50+ microsites, multi-channel intake for 76 HR services, an uplifted fulfiller experience with Agent Workspace, and orchestrated over 80 tasks across business functions using Enterprise Lifecycle Events. Discover the strategies & success behind this leading transformation!
Transforming global hospitality with AI-Driven IT solutions
Discover how a Fortune 200 hospitality giant revolutionized their employee experience by partnering with Slalom to enhance its IT support platform. Through the deployment of ServiceNow's advanced solutions, including an AI-enabled chatbot and streamlined workflows, they empowered 800K+ associates globally. This transformation not only optimized self-service capabilities and reduced support costs but also significantly boosted IT customer satisfaction, setting a new standard for tech enablement in the industry.
Transforming the onboarding journey for new hires & HR teams through automation
This session will explore effective strategies for optimizing the onboarding journey for new hires at Mercy Health, focusing on improving the overall impact and experience. Emphasis will be placed on integrating data-driven solutions to enhance transparency for all parties and address the “dead zone” in the onboarding process, a critical gap where new hires may experience delays or lack of clarity.
Transform to proactive IT operations by putting AIOps to work for you
If you’ve struggled with excessive event noise and finding service problems after the fact, learn how AIOps can help. Put AI Agents to work for IT operations to reduce event noise, proactively pinpoint emerging issues, and automate response and resolution with a system of action that includes ITSM integration. Learn how AI Agents deliver turbo charged insights and machine-generated recommendations for resolution. The lab covers topics including Event Management, Health Log Analytics, Service Reliability Management, Service Operations Workspace and much more.
Transform your business: The power of orchestration and digital innovation
In this session, we’ll explore how to deliver best-in-class, proactive, and reliable resolution at the first point of contact within a multinational organization. We'll explore how companies can offer a unified, personalized experience across any digital channel, spanning multiple functions like procurement, finance, and more. We'll share how creating a single entry point and fully integrating with back-of office can streamline cross-domain business processes and drive efficiency across the organization.
Unexplored integration: Connected - Virtual Agents
Learn how Hexaware can connect virtual agents across different instances and how it has helped in providing live agent chat support in shared services mode for different customers. Virtual Agents interconnect offers businesses the opportunity to provide efficient, personalized, and round-the-clock customer support, resulting in improved customer satisfaction, cost savings, and increased operational efficiency. This session covers the steps to integrate Live Agent chat between multiple instances.
Unlocking Now Assist Skill Kit: Build a custom GenAI skill
Welcome to the new world of custom generative AI experiences! Learn how to employ Now Assist Skill Kit to build custom skills to infuse generative AI solutions into your workflows. We will be reviewing the end to end development process including as defining your input data, developing a prompt, delivering the outputs, and managing governance around your generative AI solutions.
Unlocking the future of support with LLM-enabled virtual agents using Now Assist
Organizations aim to improve efficiency, cut costs, and boost customer satisfaction. HCLTech partnered with ServiceNow to rethink support operations. Implementing an LLM-enabled Virtual Agent (VA) Topic using Now Assist has transformed ServiceNow's handling of SNCA queries. SNCA provides virtual desktops to agents for troubleshooting customer instance. Previously, L1 teams handled repetitive tasks like password resets and other basic queries. Now, the LLM-enabled VA offers immediate, human-like responses, freeing L1 agents for higher-level issues and help ServiceNow towards Zero Service Desk.
5 unique ways to utilize GenAI in your instance
In this session we’ll cover 5 unique ways that GenAI can be utilized to enhance the user experience of the Now Platform. (Image generation from a catalog request? You bet!) We’ll take a quick look at how each of the solutions are used, the components that make up the solution, and the potential use case for each. By the end of the session, I hope you’ll be inspired to develop your own unique GenAI solution. Join me and let’s dive into the world of GenAI.
AI powered enterprise video: Lights, camera, transformation!
In this presentation, Vbrick demonstrates how customers have successfully utilized its AI-powered ServiceNow connector to securely deliver video content across departments, enhancing communication and operational efficiency. By integrating Vbrick with ServiceNow, our customers has streamlined workflows, providing employees with on-demand access to relevant videos for case management, training, and employee lifecycle events like onboarding and career development.
Bridging the gap between design and development
Does it seem like your design & dev teams can't get into sync? In this session, learn about the 5 use cases for facilitating effective collaboration between them: \- Foster mutual respect & increase personalized interaction. \- Involve both teams in requirements gathering & design reviews to reduce miscommunication. \- Ensure everyone speaks the same language & uses the same components. \- Save time and money with incremental testing and reviews. \- Iterate on practices & processes. By the end of this session, you’ll have actionable strategies to improve your team's collaboration & communication.
Launch your first quick-win app with App Engine and unlock rapid ROI
In this hands-on lab, you'll build quick-win apps on App Engine for fast ROI. - Exercise 1: Create a request-and-fulfill app in ServiceNow Studio with a custom data model, record producers, workspaces, and task sequencing in Flow Designer. - Exercise 2: Enhance usability with a Playbook for guided process execution, and automate manual tasks using a Decision Table. - Exercise 3: Scale to a departmental solution by extending workflows and optimizing dashboards. By the end, you'll be able to quickly design and deploy scalable apps that deliver immediate business value.
Cablex conducts quality assurance with an AI-powered ServiceNow application
Cablex revolutionizes quality assurance in fiber-optic expansion with an AI-powered ServiceNow app integrating Deepomatic. This system enables 100% remote inspection, achieving 70-80% "First Time Right" rates. By analyzing photos in real-time and providing instant feedback, issues are resolved on-site, saving time and costs while enhancing customer satisfaction. This innovation ensures quality-assured installations and supports Cablex’s goal of connecting 75-80% of Switzerland to fiber by 2030, while drastically improving the daily work of 1500 field engineers.
Configure AI Agents
ServiceNow’s AI Agents orchestrate work around your organization. Learn about our AI agent framework and get hands on with AI agents and their tools. See the AI agent framework in action and learn about how AI agents can accelerate work for your organization.
3 levels of integration design: seamless retrieval of leave balance
Unlock the power of Integration Design! The Now Platform’s integration capabilities are vast, but how do you choose the best approach? Join us for an interactive session where we’ll explore three dynamic integration design patterns (including Remote Tables!), all leading to the same outcome—allowing employees to effortlessly check their leave balance through Virtual Agent. Dive into real-world use cases and discover how to optimize your integrations for seamless employee experiences. Don’t miss this chance to elevate your ServiceNow skills!
Adapting to the Future: How TD Bank Group is Navigating HR in 2025 & Beyond
Join this dynamic discussion featuring leaders from Deloitte and TD Bank Group as they reveal how the organization is staying ahead in the ever-changing HR and tech-driven landscape. This session will uncover how this financial powerhouse is reimagining the future of work and will share actionable insights and proven strategies to simplify HR process, create scalable solutions that empower your workforce and prepare your organization for the future of work!
Enterprise Architecture Beyond IT: Transforming Technology, Telecommunications, and Manufacturing with ServiceNow
Enterprise Architecture is no longer just about IT—organizations in **Technology, Telecommunications, and Manufacturing** must navigate complex supply chains, operational resilience, cybersecurity risks, and regulatory compliance while driving innovation and efficiency. This session will explore how Enterprise Architects can leverage ServiceNow’s platform to optimize production operations, workforce management, supplier coordination, facilities oversight, and asset lifecycle management. Learn how to break down silos, streamline cross-functional workflows, and integrate AI-driven automation to support real-time decision-making, predictive analytics, and end-to-end digital transformation across the enterprise.
Utilizing Value Streams to enable the power of the ServiceNow Platform
The Value Stream Roundtable is an interactive session where industry leaders and enterprise architects collaborate to align technology investments with business value. Through real-world case studies and expert insights, participants will explore strategies to improve efficiency and innovation. A featured customer will share how the value stream technique helped them focus on outcomes and maximize value delivery. Join us to gain practical insights and drive meaningful transformation in your organization.
Realize value faster on your ServiceNow AI journey
Join this hands-on workshop to discover how Customer Success offerings can help accelerate business outcomes with AI and AI agents, and increase the value realized from ServiceNow investments. Join this session to work with value acceleration experts and peers to build an end-to-end process to implement effective value realization.
Tech IT, Don't Wreck IT at K25! NOW that's what I call assistance: Now Assist
NOW That’s What I Call Assistance: LIVE! Join the Tech IT… hosts and cast for an exciting, interactive look at Now Assist! This 60-minute session features live demos of the latest features, use-case walkthroughs, and answers to pre-submitted and live attendee questions. ServiceNow experts will break down how Now Assist adds value, all while engaging with the audience. Plus, this session will be released as a special podcast episode: “NOW That’s What I Call Assistance: Vol. K25.”
Tech IT, Don't Wreck IT at K25! NOW That's what I call assistance: Virtual Agent
NOW That’s What I Call Assistance: LIVE! Virtual Agent Edition! Discover the power of ServiceNow’s Virtual Agent in this fun and engaging 60-minute session! The Tech It… team will showcase a real-world HR use case, answer pre-submitted and live questions, and demonstrate how Virtual Agent transforms workflows. With insights from ServiceNow experts and audience interactions, this is your chance to explore Virtual Agent’s full potential. Stick around—this event will air as a post-Knowledge podcast episode: “NOW That’s What I Call Assistance: Vol. K25.”
60分でServiceNow AIの「基本」と「可能性」を学ぶ - What is Now Assist / AI Agent?
日常生活に浸透してきたとも言える生成AIの仕組みと、それを元にServiceNowが提供する Now Assist / AI Agent の基本情報や今後の展開を、講師が実演も交え、できる限り分かりやすい言葉でお伝えするとともに、ServiceNow のAIテクノロジーを活用した学びからスキル、キャリア開発を促す「ServiceNow University」をご紹介します。
Accelerate vulnerability exposure response with Agentic AI
Automatically monitor CISA KEV for newly exploitable vulnerabilities, track remediation progress, and provide SLA compliance insights. Ask questions in natural language to streamline vulnerability management and improve security efficiency with this powerful agent that accelerates response times.
Achieving employee centricity with AI, automation and enterprise wide portal
Walk through a paradigm shift on how Beiersdorf achieved employee centricity through ServiceNow AI, Automation and Enterprise Portal. We delivered value to our employees and managers by being there in the moments that matter through case and knowledge base. Proactively addressing their curiosity and keeping them engaged with launching a global portal. Creating a culture of active listening with valuable insights aligning strategic decisions and focus. ServiceNow has been instrumental and our journey doesn't end here we have great ambition to utilize further AI technologies that it has to offer.
Advanced work assignments: Optimizing with skill and capacity-driven automation
Effective work item assignment is key to organizational efficiency. This session covers advanced techniques for automating assignments based on skills, capacity, and availability across HR, Customer Service, ITSM, and more. Learn strategies that go beyond traditional methods, ensuring tasks are allocated using real-time data. Discover how to implement models that enhance workflows, align tasks with competencies, and boost productivity and engagement. Transform your work assignment approach and unlock new productivity levels.
AI Agents for IT Service Management (ITSM)
The ServiceNow platform, AI expertise and customer first mindset, enables ServiceNow to seamlessly weave AI into applications and workflows. Join this session to see AI Agents in action for ITSM.
Architecting AI and ML solutions in ServiceNow: Key considerations for success
This session explores essential considerations for successfully architecting AI and ML solutions in ServiceNow. Attendees will learn best practices for integrating AI and ML with ServiceNow, focusing on key architectural decisions, data management strategies, and scalability concerns. The session will emphasize aligning AI/ML solutions with business goals, ensuring seamless workflows, and leveraging ServiceNow’s capabilities to drive innovation, enhance automation, and deliver value to organizations.
Automating Service Delivery for Large-Scale Field Operations
Whether you’re a utility managing power lines, a bank managing ATMs, or a city taking 311 cases from residents, there is a need to ensure seamless coordination across your supply chain. Learn how Bell is transforming their field operations and customer experience with ServiceNow Field Service Management and Service Bridge - streamlining dispatch processes, improving technician efficiency and reducing service delays, providing customers with end-to-end visibility into the status of their orders, and the practical challenges of managing 10,000 technicians in the field.
Bayer's 'In-the-Box' HRSD model: Simplifying services and setting GBS standards
Learn how Bayer transformed their HRSD experience by rolling back customization and returning to out of the box solutions. BJ Warren, Head of HR Effectiveness, will share lessons from their “in the box” approach and how their dedication to simple, standardized user experiences serves as a blueprint for other GBS functions like Finance and Procurement. By consolidating systems to one solution, unifying chatbots, and leveraging AI for agents, learn how Bayer continues drive unified execution across all functional services to improve collective productivity and experiences across Bayer.
Breaking barriers: adidas’ self-service journey with ServiceNow
As a global company with a workforce across Corporate, Retail, and Distribution Centers, adidas is committed to enhancing the employee experience. With ServiceNow’s Employee Center Pro, we built a self-service platform supporting IT, HR, Finance, and more. Our latest addition is a new HR portal, consolidating all HR apps, knowledge and services into one centralized location, providing a true one-stop-shop experience to our employees. Discover how we leverage automation, dynamic content, feedback loops, and mobile-first designs to empower employees and drive efficiency.
Bristol Myers Squibb’s ITAM transformation: A journey of success and innovation
Hear from Bristol Myers Squibb (BMS) on their ITAM digital transformation journey to seamlessly track inventory, financial, contractual, and usage data across their entire technology asset estate. This session will showcase how BMS harnesses ITAM technology and ServiceNow mobile capabilities to tackle challenges like limited asset visibility and resource wastage. Discover how BMS achieved cost efficiencies, compliance adherence, reduced technical debt, drove ESG adoption, and enhanced operational excellence. Don't miss this chance to drive strategic value and innovation in your organization!
Building Agility: How Barclays drives rapid development with ServiceNow
Citizen development is a hot topic for ServiceNow audiences as it empowers non-technical users to create and deploy applications quickly, unlocking faster innovation across organizations. However, without proper governance and oversight, it can lead to issues like inconsistent application quality, security vulnerabilities, and technical debt. By discussing both the opportunities and pitfalls, ServiceNow users can better understand how to harness citizen development responsibly, balancing innovation with robust governance practices.
Bridging Business and IT: How Nestlé scaled with ServiceNow App Engine
Nestlé Professional Operational Services (NPOS), powered by ServiceNow App Engine to rapidly build and deploy low-code applications, streamlining existing workflows, enhancing operational efficiency, driving business value, and accelerating digital transformation. Nestlé and DXC using ServiceNow App Engine built a solution deployed globally with case management capabilities for managing the entire lifecycle of their assets to support business expansion and cost optimization.
Building a high-performing ServiceNow COE with ServiceNow University
Join us as we share best practices and lessons learned from building high-performing ServiceNow Centers of Excellence. This session will cover key aspects such as talent development, skill building, and continuous improvement. Attendees will learn how to create a robust COE that drives consistent, high-quality implementations and delivers measurable business value through effective learning and development programs.
Building a next generation user centric risk and privacy platform
Join us to learn, what led Roche to implement Integrated Risk Management (IRM) capabilities – including GRC, business continuity management, and data privacy management – leveraging a user-centric self-service portal. The platform is used by more than 100K employees worldwide across 150 countries for IT security, privacy, risk, and compliance management, thus lowering costs and increasing efficiency, scalability, and observability. We will show how simple and intuitive interfaces for security and privacy processes drive compliance, cut inefficiencies, and optimize costs in the long run
Leaving a Legacy of Service Through RiseUp with ServiceNow
Join GlideFast Consulting and ServiceNow to honor the late Michael Lombardo, CEO of GlideFast, known as "the mayor of ServiceNow." Michael’s legacy continues through GlideFast’s dedication to developing ServiceNow talent via the RiseUp with ServiceNow program. In partnership with RiseUp, learn how GlideFast helps transitioning veterans move into entry-level roles, offering training to become skilled consultants. Celebrate Michael’s impact on the ServiceNow community and beyond as we honor his life and accomplishments.
Build it & they will come: ServiceNow UI Builder for next-level user interfaces
This session introduces administrators, developers, platform owners, and stakeholders to ServiceNow’s Builder Library, focusing on UI Builder. This tool enables the creation of dynamic workspaces and custom web experiences using Next Experience Components. Whether enhancing interface design or engaging users, this session equips you to create elegant, efficient, and user-centric interfaces. Gain practical experience and revolutionize enterprise software interfaces with next-gen web experiences.
Celebrating excellence: Meet this year’s best Employee Portals
Creating an employee portal that empowers self-service, streamlines workflows, and enhances the employee experience requires innovation and thoughtful design. This year’s Best Employee Portal Contest celebrates the top examples of how organizations are revolutionizing employee interactions. Join us to explore the Top portal submissions and reveal this years winners. Gain inspiration and actionable insights to transform your own portal into a hub that drives productivity, satisfaction, and business success.
CMDB Data Manager
The CMDB Data Manager in ServiceNow allows you to create, publish, and manage policies that automate and govern CI lifecycle operations, such as retirement, deletion, and archiving. It also helps manage stale CIs and CI certification processes, ensuring that the CMDB remains in a healthy and efficient operational state.
Consolidating the Service Portal experience with ServiceNow Employee Center
CVS Health will share their journey of consolidating disparate employee service portals into a single, unified colleague experience using ServiceNow Employee Center. This session will explore how they streamlined access to IT, HR, Procurement, and other departmental services, creating a one-stop shop for colleagues to find information, request help, and complete tasks. Learn how they leveraged Employee Center features like personalized dashboards, intelligent search, and knowledge base integration to improve employee satisfaction and drive adoption.
CRM solution-a-thon
Show off your skills in an interactive case study where you put your Customer Relationship Management (CRM) experience to the test! Immerse yourself in real-world scenarios of escalated implementations and collaborate to present solutions. Hear from SMEs about how your presentations measure up against the leading practices in the CRM space. Let's see who walks away with bragging rights for the best solution architecting!
UX: Research essentials to ensure user-friendly solutions
Laptop required: Want to enhance the usability of your solution designs, but don't know where to start? Join us for a hands-on workshop where you'll discover how to collect valuable user feedback to make your ServiceNow app, workflow, and playbook creations more effective, efficient, and enjoyable. We'll guide you through the entire process, from planning to analysis, and equip you with practical approaches and tools to start conducting your own user research.
Discovery Admin Workspace
Explore Discovery Admin Workspace which serves as a central location for monitoring, tracking, and completing discovery-related tasks. Experience a streamlined discovery process and greater efficiency with the integration of schedules, diagnostics, tuning, and more within this single workspace. (This is a new feature that will be replacing and consolidating legacy Discovery processes.)
Shell drives change by design
ServiceNow offers extensive code customization options, enabling developers to tailor the platform and modules to specific business needs. At Shell we developed processes and created a ServiceNow application to evaluate the need for customizations and to govern deviations to all modules on our platform and other software engineering domains. Over the last 5 years we have tracked over 500 use cases and have insight into all informed decisions we have taken and their consequences. This allows us to drive change by design and stay in control over our step-outs and technical debt.
Driving Global Impact: adidas's evolution to automated and efficient HAM
Discover how adidas built a comprehensive Hardware Asset Management ecosystem for 300K+ devices in 60+ countries. Unified request forms, automated lifecycle processes, and vendor integrations reduce manual effort and enhance visibility, empowering users, global decision-makers, service management teams, and 200+ agents. Their Hardware Asset Workspace centralizes operations, dashboards, and playbooks—cutting task time to under 30 seconds and improving data quality. See how process-driven automations propel their future-ready HAM framework, paving the way for strategic solutions and experiences.
Elevating our game: How we stood up a brand new SPM instance in 4 weeks!
Join us on an exciting journey at NTT Data Inc as we transformed Strategic Portfolio Management by launching a new ServiceNow instance in just four weeks! With over 150K users integrated through Okta, we prioritized user experience while streamlining processes. We gathered nearly 300 requirement stories, with 80% now live in production, and developed intuitive workspaces that enhance governance. This transformation is saving us hundreds of hours on manual reporting and maximizing our synergy value! Explore how collaboration and simplicity can lead to sustainable IT solutions, and get inspired to advance your own SPM journey.
Embracing HRSD in HR: AbbVie's blueprint for the future of work
Just as AbbVie pioneers innovative medicines and solutions, the company is also leading the future of work with HRSD and AI-led employee experiences. Join John Dudley, AbbVie's Associate Director of HR Digital & User Experience Strategy, as he unveils how HR delivered frictionless experiences for 50,000 employees across R&D, commercial, and operations. Get a glimpse into tomorrow's workplace as he shares their current successes and future plans for their AI-powered portal, search, journeys, and more. Don't miss this opportunity to see how an AI-powered Portal can elevate HR organizations like yours!
ERP modernization: Composable architecture with emerging technology
Apsen created its digital platform using composable ERP concepts to use emerging technologies such as generative AI and process mining. In just two weeks, with a partner in Brazil, it was able to develop a core business process: material transfer. The entire user experience was created using the ServiceNow App Engine, abstracting all the complexity of SAP and removing existing manual controls and interactions. Users now have a digitalized journey, which brought gains of around 50% in development, as well as greater flexibility and agility in customizations.
Event Correlation: A metrics-driven approach to successful implementation
Deliver a metrics-driven approach to Event Correlation implementation using: \-What-if scenario: Implement in a parallel system so show incident reduction and gain buy-in from stakeholders. \-Optimize Legacy Systems: Use Integrated AI and tag-based correlations to reduce incident noise by 23% across \~150 IT team members. \-Optimize Code: Replaced \~3000 lines of script with a modular, event-driven architecture that can be further leveraged for continuous improvement. \-Feedback loops: Built trust and collaboration with Operations teams to ensure correlation aligned with business needs.
Scale app creation without scaling your team: The power of AI and low code
Discover how to drive AI-powered application development across your business without adding to your team. In this interactive session, ServiceNow experts will guide you through evaluating your current platform adoption and developing strategies to safely scale application creation effectively. Gain actionable insights to meet backlog demands, streamline development processes, and empower your team to achieve more with current resources—preparing your organization for the future of enterprise app innovation.
Explore the Latest Features in ServiceNow Operational Technology Management
Join our interactive lab to experience the newest capabilities of ServiceNow's Operational Technology Management (OTM). Gain hands-on experience in enhancing visibility, minimizing downtime, and strengthening security across OT environments. Through guided exercises, you'll learn to discover OT assets, manage relationships efficiently. Perfect for professionals in industrial and critical infrastructure sectors, this session equips you with practical skills to leverage OTM for optimizing operations and mitigating risks.
Explore the vision and roadmap for Accounts Payable Operations
Join us for this engaging roadmap session to learn how we're delivering innovation that helps finance departments better manage accounts payable. You'll learn how we streamline the process, from simpler invoice ingestion to paying your suppliers accurately and on-time, as well as the longer term vision for deploying AI to assist accounts payable teams and others across the finance function.
From chaos to clarity: AstraZeneca’s evolution with ServiceNow SPM
Explore AstraZeneca’s journey from a heavily customized legacy ServiceNow platform to the streamlined NextGen Strategic Portfolio Management (SPM) solution. Learn how we addressed significant technical debt and enabled enterprise-wide visibility across a $800M IT project portfolio spanning 27 business units. Discover our current successes with roadmaps, change management, and get a glimpse into our future plans to expand SPM capabilities, including resource capacity management, scenario planning and rolling out transformative solutions beyond IT.
Fueling AI: Unlocking content and data to supercharge your Knowledge Base
Learn how the quality of content and data, or "grounding," impacts AI systems like LLMs, RAG, and knowledge graphs. Explore how effective grounding creates a dynamic knowledge ecosystem, improving AI relevance and decision-making. This session will show you how to leverage grounding within the ServiceNow ecosystem to transform your knowledge base into a strategic asset for continuous learning and better AI performance.
Gain deeper visibility into your software license usage with ServiceNow
Gain meaningful insights into the reconciliation results of Software Asset Management with the help of ServiceNow's newly introduced feature, License Consumption Explanation, and understand the calculations for your software licenses in the workspace.
Delivering Value with AIOps & Health Log Analytics via robust Event Management
Are you ready to harness the full potential of AIOps and Health Log Analytics? Join us for an engaging session for leaders and developers. Learn how to prepare for the future with AIOps and Health Log Analytics, ensuring your organization is ready for what's ahead. This presentation will guide you through building a robust AI foundation and the essentials of event management. Equip yourself with the knowledge to drive innovation and future-proof your organization. Don't miss this opportunity to quickly delivery value across your organization using these essential ServiceNow capabilities!
Global Service Desk - e-mail is dead, long live Virtual Agent!
HEINEKEN's Global Service Desk, serving over 100,000 users worldwide, has been on a transformative journey over the past five years. By embracing automation HEINEKEN has significantly modernised its service management practices and reduced manual efforts. The latest milestone in this journey is the bold decision to switch off email as a contact channel for support, resulting in a dramatic increase in self-service through the Virtual Agent. In this session, HEINEKEN will take you through the full automation journey, share the challenges and triumphs, and reveal the profound impact this change has had on the organization and user experience.
Unraveling the backbone: A deep dive into the GRC/IRM data model
Explore the data architecture of ServiceNow's risk and compliance apps to understand how they support Integrated Risk Management (IRM). We'll cover key tables like Control Objective and Entity Type, explain their interconnections, and show how they enable seamless risk assessments and policy enforcement. Expert facilitators will reveal table relationships and dependencies, offering insights to optimize configurations and enhance decision-making. Master the GRC/IRM data model to improve your organization’s risk and compliance strategies.
Health Log Analytics (HLA) bootcamp
Overview of HLA with implementation lab ingesting the instance glide log, testing the data input, and using log viewer to investigate log entries surrounding the anomaly.
How IBM is transforming 5000 users’ experience with Service Operations Workspace
Discover how IBM is revolutionizing its operations for 5000 ITSM practitioners, who support 250K end users, by introducing ServiceNow's cutting-edge Service Operations Workspace. Join us as we dive into the implementation process, benefits, lessons learned and future prospects of this product, offering valuable insights for organizations seeking to enhance their service management capabilities. Learn from IBM's transformative journey and stay ahead in the ever-evolving landscape of service management.
How Juniper drives employee experience and productivity with Now Assist for ITSM
Learn how Juniper has scaled their helpdesk, increased CSAT, increased first call resolutions (FCR), and reduced MTTR with the help Now Assist for ITSM. In this session, we will explore the following: 1\. Why Juniper chose Now Assist for ITSM 2\. How we reinvest the value created by Now Assist for ITSM 3\. Lessons learned and what’s next (AI Agents)
HR journeys: Enhancing employee lifecycle experience through automation
Gain meaningful insights into the HR Journeys process to explore the transformative employee lifecycle. Learn how automation can enhance recruitment, onboarding, development, engagement, and off-boarding. Discover how to maximize "moments that matter" and ensure employees feel valued throughout their tenure through the use of Journey Management suite of applications.
HRSD at Equinix: Innovative solutions for a world-class experience
Join the world’s leading digital infrastructure company to explore their transformative journey using HR Service Delivery on ServiceNow. Discover how Equinix improved case deflection, boosted customer satisfaction, and saved valuable time using design thinking, leveraging AI, and seamless Microsoft integration. By delivering experiences in the flow of work, employees are empowered with the right information and support when needed. Gain insights into these strategies and how Equinix is expanding beyond HR to create a unified employee experience and foster collaboration across the organization.
Accelerate value: Smarter learning for faster implementation
In today’s fast-paced business environment, organizations must equip their workforce with the right skills to maximize the value of ServiceNow. ServiceNow University offers tools to drive immediate learning impact, with microlearning enhancing retention and skill acquisition. This approach enables short, focused training, increasing engagement and unlocking pathways to ongoing learning. By leveraging microlearning and the new assignment tool, organizations can accelerate skill adoption, track progress, and drive faster value realization from ServiceNow.
Intermediate field configuration: What's not taught
Configuring form fields involves tasks like changing data in reference fields, making fields dependent without JavaScript, and allowing new records in reference fields. This session explores dictionary attributes, dynamic creation, dependent values, and other techniques to enhance your forms to professional standards.
Intermountain Health, creating a high-impact portal without technical debt
Join this session as we discuss how to create engaging, high-value portals, while avoiding the pitfalls of technical debt. This session highlights real-world insights, including Intermountain Health’s success in using rich content to enhance their portal experience while limiting overhead. Attendees will explore out-of-the-box (OOB) tools, best practices for content creation, and strategies to align portal design with organizational goals. Gain actionable techniques and hear success stories to keep complexity and development effort to a minimum.
Jumpstarting innovation: EY team's AI Accelerators for immediate impact
Explore the future of Intelligent Business Services (IBS) and learn how EY Team's AI Accelerators and practices can jumpstart innovation and drive rapid success for your organization. This session will enhance your understanding of the ServiceNow AI landscape through real-world examples of client projects using Now Assist and Agentic AI. Discover our proven phased approach to unlock AI's full potential. Engage with live demonstrations of our AI Accelerators and participate in interactive discussions for tailored insights that will elevate your AI experience on the ServiceNow platform.
Learn how LTIMindtree transformed its 7000 Projects’ end-to-end journey with SPM
Discover how LTIMindtree revolutionized the management of over 7000 projects by migrating to the scalable and flexible SPM solution. This unified platform has enhanced user experience, compliance, efficiency, and reporting, seamlessly integrating with 14 upstream and downstream systems. Learn how LTIMindtree facilitated key activities such as project audits, tracking quality metrics, leadership reviews, and providing real-time insights on a single system. Gain insights into critical success factors in the end-to-end project journey from creation to invoicing. Moreover, discover how LTIMindtree plans to leverage artificial intelligence (AI) in the future to drive even greater efficiencies, ensuring continued innovation and excellence in project management.
Making the best (and most) of learning resources for your organization
ServiceNow's Now Learning and University offer classes, content, badges, and certifications. This session will simplify these resources, helping you use them for growth and team success. Learn to navigate the learning catalog, align learning paths with objectives, and use badges and certifications for development. Gain strategies for applying these tools toward individual and team growth. Ideal for customers, partners, admins, developers, and stakeholders. Turn learning into a competitive advantage and unlock ServiceNow’s potential!
Managing ServiceNow data privacy, DLP & SecOps in today’s enterprises
Data Privacy is today emerging as one of the corner stones of Cyber Security. Protecting the sheer volume of data coupled with the diverse locations and forms in which data is stored is the highest priority for CISOs globally. Compliance regulations are evolving to ensure data is protected and, in the event of a breach, swift response is needed to minimize data loss. The ServiceNow Data Privacy module is very effective to manage data privacy. Tight integration with SecOps helps enterprises have a seamless & Integrated DLP Incident management process and workflows to protect their firms.
Master CSM case types and service definitions for customer service excellence
Join our pre-conference training on optimizing customer service with Case Types and Service Definitions. Ideal for decision-makers, admins, developers, platform owners, and customer service pros, this session will teach you how to resolve customer issues efficiently. Learn to use case types for specific requests, extend base cases with tailored processes, and leverage service definitions to link products and services. Enhance satisfaction with streamlined case management and personalized solutions.
How KeyBank maximizes value with ServiceNow Impact
Join this session to discover how KeyBank has been using ServiceNow Impact to receive prescriptive guidance, improve project outcomes, and accelerate time to value. KeyBank will share tips, tricks, and best practices they’ve learned as they continue to optimize their digital transformation journey.
Startup Agility, Enterprise Power: Kenvue’s Unique Blueprint
At the beginning of 2023, Kenvue was presented with a unique opening; the opportunity to operate with the agility and greenspace of a start-up yet execute with the resources and experience of a $15 billion enterprise. By partnering closely with mature peers in ITSM and establishing common design principles, Kenvue was able to deliver a consolidated employee experience delivering enterprise services across HRSD, S2P and WSD. Leaning on our ITSM teams' experience we were able to accelerate our delivery, while taking advantage of cross-module synergies to deliver connected journeys.
How Hitachi Energy measures ServiceNow success
Learn how Hitachi Energy aligns IT operations with tangible business outcomes, ensuring IT initiatives, day-to-day actions, and supplier agreements directly support business goals. Discover their comprehensive KPI framework for driving measurable value across all departments, and gain insights into their approach to setting priorities, tracking performance, and fostering continuous improvement.
Navigating HR Employee Relations: Enhancing security and resolution strategies
This pre-conference training for HR professionals focuses on managing sensitive Employee Relations (ER) cases, emphasizing confidentiality and security. Participants will learn how to handle disputes, harassment claims, policy violations, and workplace issues, with best practices for investigations, mediation, and conflict resolution. Enhance your ER case management skills to foster a positive workplace culture and ensure a respectful environment for all employees.
Nine months to launch: Highmark Health's accelerated ServiceNow journey
Explore how Highmark Health achieved ServiceNow go-live in just nine months, from contract signing to successful deployment. We detail our year-1 successes, including implementation best practices and Dos and Don'ts. We detail our effective Organizational Change Management plan, which coordinated over 300 champions to drive adoption and ensured a smooth transition. Discover how we increased deployment velocity and reduced release times by over 50%. Finally, explore how our partnership with Impact Advanced and AI reshaped our future. This session may inspire your own solutions for tomorrow.
Now Assist - CMDB and de-duplication templates
Discover how to create and configure de-duplication templates in ServiceNow to efficiently remediate duplicates in bulk. Leverage Now Assist for CMDB to simplify the remediation process by using de-duplication templates to enhance data quality and establish a trusted CMDB as the foundation for ServiceNow products that rely on it.
Now Assist - Service Graph Connectors (SGC)
Explore Now Assist for Service Graph Connectors to identify and resolve issues within a Service Graph Connector faster, reducing manual effort and debugging time.
Now Assist - ITSM
Now Assist for ITSM Essentials introduces ServiceNow’s AI-powered tool for streamlining IT Service Management. Learn how Now Assist enhances service requests, incident resolution, and workflows with predictive intelligence, natural language understanding (NLU), and automation to improve efficiency and accelerate outcomes.
Now Assist - SecOps
Now Assist for Security Operations enhances situational awareness and empowers analysts with AI to identify threats and respond quickly, creating a more secure environment. This rapid response capability minimizes security breach impacts and ensures operational continuity. The lab provides a custom ServiceNow instance configured for Now Assist SecOps skills, including navigation & administration, Security Incident Summarization, Security Incident Resolution Notes, & Suggested Security Actions
Now on Now: Driving actual savings with EA and app rationalization
ServiceNow's Enterprise Architecture (EA) strategy goes beyond compliance to deliver real business value. In this session, we’ll show how we align IT with business capabilities using EA Workspace and diagramming tools. See how we leverage CMDB and IT workflows for app rationalization—streamlining applications, cutting costs, ensuring compliance, and mitigating risks while driving innovation.
Now on Now: Supercharging Major Incident Response with Automation and AI
Customer security incident management at a SaaS company poses unique challenges, especially in making rapid, risk-based decisions and assessing exposure at scale. Join us to hear about ServiceNow’s latest approach to incident detection, response, and recovery using automation-driven workflows, transparent data sharing, and agentic AI. We'll walk through our own zero-day vulnerability response and how we use our platform via MSIM, CSM, Security Incident Wrap-Up Agent, and VCC app integration to enable swift, resilient responses to major security incidents.
Now on Now: How we deliver touchless order processing and collections with agentic AI
At ServiceNow, we are transforming our order processing and collections to make these Global Business Services (GBS) operations completely touchless. This session will highlight how we successfully integrated ServiceNow-powered AI, GenAI, and agentic AI into these critical processes, empowering our users to perform their tasks with unprecedented ease and efficiency.
Now on Now: GenAI and the connected employee experience
At ServiceNow, our HR operations team leverages GenAI to create a more efficient, user-friendly HR environment. In this session, we’ll demonstrate the transformative impact of AI on employee engagement and support.
Now on Now: Mastering misconfiguration remediation
In the current threat landscape, proactive identification and remediation of misconfigurations are crucial for maintaining a secure environment. This session delves into how ServiceNow manages security on over 30,000 of our own internal instances. You'll learn more about how applications like Configuration Compliance and Security Center can help drive successful risk reduction.
Now on Now: Powering the autonomous network journey
ServiceNow empowers enterprise networks to self-manage, self-serve, self-heal, and scale effortlessly through intelligent automation and orchestration. We'll show you how automating ServiceNow's network operations and simplifying workflows creates a seamless experience, enhancing collaboration between users and IT teams and elevating user satisfaction and operational excellence.
Now on Now: Predictive escalations with machine learning
Machine learning and AI are critical to how ServiceNow delivers support experiences. All day, every day, our Support organization uses predictive models to proactively identify customers that need help. This session will focus on how one of these models, Predictive Escalations with Machine Learning (PEML), identifies data patterns to predict if a customer is at risk of escalation. We'll also cover how insights from PEML have improved our processes, products, operations, and training. Join us to learn how PEML has prevented hundreds of customer outages, and our plans for future improvements!
Now on Now: Reimagining software testing with human-AI collaboration
At ServiceNow, we use our own AI Agents to generate functional and automated tests and intelligently triage test results, significantly reducing manual effort, accelerating testing cycles, and enhancing test coverage. In this session, we'll show you how AI-powered agents streamline test generation and result analysis, making automation more efficient and scalable. Join us to explore the future of AI-driven testing and its impact on quality assurance.
Now on Now: Unlock developer efficiency with Now Assist Skill Kit and AppDev Agentic AI
Next-level developer efficiency adopts AI-native experience to improve the quality of applications and faster release cycles. With Now Assist Skills, we integrate Agentic AI into development to generate code, find bugs, and streamline code reviews. Learn how these skills transform workflows, boost productivity, and deliver software faster.
Now that’s what I call IT Service Management – featuring Now Assist
See Now Assist in action! This hands-on lab dives into real-world ITSM scenarios, showcasing how Now Assist empowers IT teams. From administrators fine-tuning workflows to agents using AI to manage tickets, and requesters getting instant resolutions, this lab lets you step into each role. Experience firsthand how Now Assist boosts efficiency and transforms IT service management. Don’t just watch—get hands-on and unlock the full potential of IT problem-solving!
Optimizing Cloud spend with ServiceNow: Save A Lot’s success story
Join Save A Lot as they share their transformative FinOps journey with ServiceNow's Cloud Cost Management (CCM). This session will showcase how they tackled challenges related to cloud cost visibility, billing data discrepancies, and resource optimization across their Azure environment. Learn how their ServiceNow partnership enabled streamlined data accuracy, improved cost allocation, and enhanced operational efficiency. Attendees will gain insights into overcoming cloud management hurdles, the strategic implementation process, and key lessons learned that drove impactful business outcomes.
Platform Analytics & Reporting - So what changed and why?
Join us for a deep dive into ServiceNow’s Platform Analytics evolution. Designed for stakeholders, admins, developers, and platform owners, this session covers key transformations from Performance Analytics. Learn the reasons behind these changes, explore new features, and see demos of the revamped interface. Gain insights to enhance analytical capabilities and user experience, and leverage advancements to drive excellence in your operations. Adapt, capitalize, and lead with the new ServiceNow Platform Analytics.
Populating the CMDB using an alternative approach
This session will address a use case for solving issues where CMDB data cannot be discovered via Discovery or common integrations. Using a pre-formatted spreadsheet and incoming emails, we’ll automate the extraction and transformation of CI data into the CMDB. The session will use Flows, Integration Hub ETL, and Scheduled Jobs. Attendees will engage in a hands-on use case story to implement automated functionality. Designed for administrators and beginner developers.
Powering reliability: Duke Energy’s success story with ServiceNow OTM
Discover how Duke Energy uses ServiceNow Operational Technology Management to enhance reliability and resilience across their energy infrastructure. This session explores how they optimize asset management, mitigate risks, and ensure compliance in a highly regulated environment. Learn from their innovative strategies to improve operational efficiency and provide uninterrupted service to customers.
From image capture to workflow! ServiceNow Lens: A productivity game-changer
Experience the power of ServiceNow Lens in transforming how your team interacts with visual content on your screen. Based on a Vision-LLM model, we’re converting static data you can point Lens to, into dynamic, intelligent workflows effortlessly. With one-click integration and AI-driven insights, users can eliminate manual efforts, reduce errors, and unlock unprecedented efficiency. Empower multiple personas on both Windows and Mac platforms to revolutionize visual content handling and decision-making. Join us as we redefine productivity and pave the way for an AI-powered workflow revolution.
Revolutionize employee and visitor experience with Workplace Services Kiosk
Join this interactive lab to learn how to configure Workplace Services Kiosk and enhance the workplace experience for employees and visitors. Discover how to set up self-service kiosk capabilities to streamline check-ins, check-outs, and registrations—ensuring a seamless experience for both expected and unexpected guests. Explore how kiosks can leverage interactive maps and building data to enable workplace navigation, real-time building data visualization, and enable intuitive interactions, creating a more connected and efficient workplace.
CMDB journey at PayPal: Transforming Asset Management for unmatched visibility
At PayPal, we aimed to meet DORA asset management requirements by ensuring accurate asset inventory for regulatory compliance. With approximately 300K servers, over 30 data centers, thousands of applications, and a multi-cloud environment, maintaining visibility was challenging. The ServiceNow platform provides ease of data integration, discovery, CSDM, and its unified CMDB platform enables PayPal to manage over 200 CI classes and more than 40 million CIs from infrastructure to business layers. Key learnings include stakeholder buy-in, process streamlining, and continuous monitoring.
Revolutionizing HR & driving user experience from Attract to Alumni
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 successful partnership between Siemens Healthineers and ServiceNow, creating a standout connected employee experience.
Revolutionizing learning with AI: The future of ServiceNow University
Discover how ServiceNow University is leveraging artificial intelligence to transform learning and development. This session will explore innovative AI-driven approaches to personalized learning, hands-on assessments, and real-time feedback. Attendees will gain insights into how AI can enhance learner engagement, improve knowledge retention, and streamline certification processes, making learning more effective and efficient.
Revolutionizing the Employee experience with AI Agents
Empower employees with AI agents that deliver instant answers, streamline self-service, and simplify complex workflows. Learn how AI agents support talent development, align workforce growth with business goals, and create smarter, more inclusive workplace experiences. Transform the employee journey from hire to retire while driving productivity and business impact. Hear how leading organizations like Ryder are leveraging ServiceNow’s AI-powered solutions to boost HR efficiency and enhance employee engagement at scale.
Scaling ServiceNow skills at hyper-speed: The Factory Model for workforce growth
As the demand for skilled ServiceNow professionals grows, traditional training models can’t keep up. This session unveils the "Factory Model," a strategic framework to scale ServiceNow skills. Using the ATP program, TrainUp, ETA, and Placement Partner programs, ServiceNow University is rapidly equipping professionals to sell, solve, deliver, and implement ServiceNow products. Join us to explore how this high-output model meets market demand, fuels partner success, and scales the ServiceNow ecosystem. Learn best practices and real-world applications.
SecOps - What does ServiceNow have to offer and how does it all relate?
This pre-conference training is curated for stakeholders, decision-makers, administrators, developers, and platform owners eager to enhance their understanding of ServiceNow's Security Operations (SecOps). The session provides an overview of key applications within the SecOps ecosystem, highlighting seamless integration with other ServiceNow products to ensure a comprehensive, end-to-end security response workflow.
ServiceNow sayings: Simple mantras to boost your ServiceNow expertise
When learning ServiceNow, some core wisdom can be distilled into memorable sayings: "Everything's a record in a table," "Just right-click stuff," and "Watch your address bar!" This session will deepen your understanding of the Now Platform by recalling these nuggets to help you get things done and better understand how the platform works. It is suitable for beginner and intermediate administrators, configurers, and developers.
ServiceNow's Impact of AI on Future Skills Forecast, annual report.
K25 marks the third annual release of ServiceNow’s Future Skills Forecast, in partnership with Pearson. This session will showcase how Agentic AI and emerging technologies will reshape skills, tasks, and roles in the next five years. The data analyzes 12 key markets, 10 industries, and 12 job roles within the ServiceNow ecosystem. New insights emphasize Responsible AI, governance, and accountability. Join us for an executive summary of the latest report, AI Maturity Index, and research on AI governance to support your AI-augmented workforce.
ServiceNow University: Bridging the gap between learning and performance
This session will focus on how ServiceNow University is bridging the gap between learning and performance. We will discuss the importance of aligning training programs with real-world job tasks and the role of hands-on assessments in ensuring that learners can apply their knowledge effectively. Attendees will gain insights into how to design training programs that drive performance and deliver measurable results
ServiceNow Vault and the Zero Trust Authentication journey at Rocket
Discover how to enhance security without compromising user experience! Rocket will share their journey of implementing Zero Trust Access and Adaptive Authentication to make their ServiceNow instance accessible to more users and devices while ensuring sensitive data remains protected. Learn how ServiceNow Vault’s advanced security tools can strengthen data privacy, boost compliance, and safeguard your enterprise. Don’t miss this opportunity to see how secure access drives business excellence and enhances user experience!
Join us as Siemens Energy unveils their transformative journey with ServiceNow
Discover how Siemens Energy is leveraging Strategic Portfolio Management (SPM) to align their company strategy with OKRs and translate these OKRs into 530 strategic projects. Learn about their comprehensive business and technical governance model that optimizes a complex application landscape of 6000 applications and expands the ServiceNow footprint within the organization. ServiceNow plays a crucial role in professionalizing key IT processes and mastering project execution and controlling, which is essential for Siemens Energy as they digitalize the Energy of Tomorrow. Don't miss this opportunity to gain valuable insights and be inspired by Siemens Energy's ongoing success story.
How Telia took Risk Management from concept to reality across six countries
Telia has adopted ServiceNow as its platform for Governance, Risk and Compliance (GRC)—delivering a real-time view of risk exposure and regulatory compliance. Telia will be presenting how they have transformed their Security Risk Mgmt practice, entailing that being compliant now also means being secure, and vice versa! Telia has taken ServiceNow's Integrated Risk Mgmt (IRM) experience to the next level, enabling business units across the geographical footprint to manage risk and compliance in alignment with Group-level policies and with transparency for Telia’s central IRM function.
The condition builder: A closer look
Ever wondered why some logical operators in the condition builder appear and disappear? Or where dynamic values like 'Me' come from? With some cleverness (and a bit of scripting), we can demystify the filter condition builder and even create custom values for the 'is (dynamic)' operator. This session assumes knowledge of field and form configuration and includes a bit of JavaScript to craft our own dynamic values.
The Department of State's cybersecurity automation journey
Relentless cyber threats target the Department of State daily. With ServiceNow at the core, the Department automates and streamlines our global cybersecurity response, protecting embassies, consulates, and data worldwide.
The human renaissance with the AI revolution: Empowering the future of skills
Agentic AI is reshaping job tasks and redefining the tech roles required to perform them. Explore ServiceNow's latest research on global industry-level task automation, augmentation, and skills disruption. Join our roundtable discussion on AI talent development strategies—a unique opportunity to connect with ServiceNow's learning leadership team, expert guests, and industry peers. Gain valuable insights into this evolving topic and discover how ServiceNow University is being adopted within our own business and how it can help your organization prepare for the future of work.
Transforming Facilities Management: How FSM revolutionized Globo's operations
As Latin America's largest media company, Globo faced many challenges during its expansion and unification to manage its facilities work, which were and are still provided by many different suppliers covering 5 different Brazilian districts. Globo saw in the FSM an opportunity to standardize processes by unifying all work on a single platform, improving both our partners' and employees' experience. Join us to discover how we modernized and improved our facilities management in just a few months, retiring more than two legacy applications, eradicating integration bugs and improving automations.
Transitioning to Service Operations Workspace: Enhancing efficiency & experience
Enhance your ITSM and ITOM to stay competitive. Join our pre-conference training on ServiceNow Service Operations Workspace—revolutionizing IT workflows for a unified user experience. Learn the advantages over traditional ITSM Agent Workspace, and how to configure and personalize the agent experience to fit your needs. Modernize your IT strategy and confidently navigate future challenges. Lead your IT operations into a new era of service excellence.
Understanding your ServiceNow Platform with Predictive Monitoring
Learn how a Fortune 500 company revolutionized its IT operations by implementing Health Log Analytics. This approach enabled actionable decisions based on system logs, ensuring smooth and efficient processes. In this session, we'll explore the implementation of Health Log Analytics and delve into the configuration of the application, which predicts potential IT issues before they impact users.
Unleash AI powered SPM: Achieve goals and KPIs efficiently
The supremacy of ServiceNow SPM in SAFe goes beyond mere planning and monitoring. It fosters a data-driven culture, empowers agile decision-making, brings AI powered functionalities, and enables teams to adapt/optimize their efforts continuously within the dynamic landscape of SAFe (SPM). By harnessing the power of ServiceNow SPM, engineering teams can achieve their quarterly and yearly objectives with greater efficiency, transparency, and agility. SPM being one stop shop for end to end. Its adds "Alignment with Goals", "Prioritization with Precision", "Real time insights".
User adoption 101
Join our live, 60-minute session on driving successful user adoption in ServiceNow implementations. Learn proven strategies to engage users, manage change, and ensure smooth platform transitions. We’ll cover best practices for fostering user engagement, preparing your organization, and implementing effective adoption plans. Through real-world examples, gain tools to create lasting excitement and success for your users, before, during, and after go-live. Don’t miss this chance to boost your ServiceNow adoption!
UX: Crafting Innovation: A Hands-On Workshop for Designing Mobile Experiences
Leveling up a mobile app means crafting user-focused experiences. In this workshop, we will cover the application of core UX principles to design mobile first experiences while touching on some of our latest AI-powered features. Participants will walk away with an action plan to kickstart their mobile strategies, optimize workflows, and improve engagement. This session provides practical techniques and a prototype foundation for advanced labs that cover building these engaging mobile applications.
Data informed design: How to make decisions while understanding your users
Join us for an engaging session on Design & Data, where you'll learn to make data-driven decisions using the User Experience Analytics tool. Discover how to leverage user behaviors, completion rates, and engagement metrics to enhance your platform's performance. Through hands-on activities, you'll master interpreting analytics, creating custom dashboards, and implementing actionable changes. For data analysts, team managers, product managers, and researchers.
Vision to plan: Laying a foundation for Kraft Heinz's GBS experience strategy
In today’s competitive landscape, developing a strong strategy for service experience is key to future-proofed success. Join Elena Schoeman from Kraft Heinz to learn how they built a 3-year strategy for bringing Service Experience into Global Business Services (GBS). Whether you're just starting out or refining your approach, this session offers strategic tools to shape your service experience plan – turn objections into opportunities and secure the buy-in for meaningful enterprise-wide change. Join us to learn, share, and empower your journey toward a more effective service experience.
Vulnerability Response Management - Implementing a proactive response
At Amtrak, vulnerability scanning was in place, but with many different groups responsible for remediation, there was not one place for leadership to track all the issues as well identify areas that were lagging in response. By integrating ServiceNow with Tenable, and creating dashboards, we have one place Now for leadership to get a full view of the environment. In addition, by identifying patterns in the vulnerable items, we were able to configure the integration so that the vulnerability items were being assigned to the correct group for corrective action.
How Warner Music Group is transforming internal service delivery with Now Assist
Discover how Warner Music Group is transforming its internal service delivery with Now Assist for ITSM. Through a detailed analysis, the team identified Now Assist's advanced AI, automation, and citizen development tools as key components to enhance their service strategy, build their knowledge base, improve efficiency across support teams, and empower those teams to build their own reports. Learn how this evaluation led to the purchase of Now Assist, how Now Assist compared to the incumbent chatbot, and the preliminary results as the team navigates the implementation.
What the Fed? Implementing HAM and SAM in a highly regulated industry
The banking industry brings heightened scrutiny and complexities to an ITAM program. While traditional software asset management prioritizes compliance and cost reduction, today’s challenges emphasize security risks surrounding End of Life. This session explores how our newly combined banks navigated End of Life challenges across software, hardware, and business applications by leveraging ServiceNow SAM and HAM to automate manual processes, mature our program, and satisfy regulatory requirements. Plus, hear directly from ServiceNow on the latest capabilities for streamlining regulatory audits.
What to expect when expecting (an implementation) ServiceNow
Starting a ServiceNow implementation can be daunting for stakeholders and teams. This instructor-led workshop offers a roadmap for new customers and decision-makers. Participants will learn about key roles, time commitments, and deliverables. The session covers building implementation teams, avoiding common pitfalls, and bridging technical and business gaps with real-world examples and best practices. Ideal for platform owners, admins, developers, and analysts, it ensures a smoother, more successful rollout.
You can’t secure what you can’t see: Asset identification & vulnerability
Join us as we delve into the crucial necessity of asset identification and why safeguarding these assets is paramount for operational continuity and security. Proper asset identification is essential for compliance with regulatory standards, prioritizing resources, anticipating potential threats, and responding swiftly to incidents. Without through visibility to their asset landscape, organizations are at a significant disadvantage, exposing themselves to cyber threats that can compromise both IT and OT environments. Learn how ServiceNow Operations Technology Management and KPMG can help.
Your AI bestie for SPM: Now Assist has your back
Ready to take your strategic planning and project management to the next level? Join our 90-minute session to explore how ServiceNow Now Assist for Strategic Portfolio Management (SPM) can transform your work. Learn to summarize feedback, create demands, generate project summaries, and gather actionable insights. Perfect for product, project, and demand managers. Experience AI-driven tools firsthand in a hands-on lab. Don't miss out on this opportunity to optimize your SPM approach!
Now on Now: Smarter, faster, better - Our Virtual Agent transformation
For over seven years, our Virtual Agent has been at the forefront of enhancing the experience of our employees and customers. But we’re not just keeping up—we’re redefining the game. With Generative AI and the power of AI Agents, we’re revolutionizing how enterprises move beyond traditional chatbots to deliver smarter, more intuitive AI interactions. Join us to explore how our Virtual Agent drives efficiency, transforms workflows, and makes everyday tasks seamless for our employees. Don’t miss this opportunity to see AI innovation in action!
Accelerating incident resolution with AI-driven automation powered by AIOPs LEAP
Discover how the new AIOps Learning Enhanced Automation Playbooks (LEAP) leverages Agentic AI to analyze past incidents, identify patterns, and auto-generate resolution steps. See how this integrates with Now Assist to create automated workflows, drastically reducing resolution time. Learn practical strategies to empower admins and scale efficiency. Ideal for IT leaders seeking actionable ways to accelerate incident management and more. LEAP gives you a jump start to improve efficiency, reduce human errors, and increase scalability.
AI-driven video: A necessity for every process
Video is no longer a “nice-to-have”—it’s a critical high-value asset, increasingly forcing itself on every process in the enterprise. It’s become the new document, only much more challenging to manage. With the flood of video entering organizations, a thorough strategy and powerful technology must be in place to ensure that the value of video is integrated into every business process. AI is the key to making it all possible. Join us to learn how intelligent video can transform your ServiceNow workflows to increase productivity, efficiency, and engagement across the enterprise.
AI-powered customer experience: The new standard for service in the agentic era
Join us for a deep dive into how Generative AI (GenAI) and Agentic AI are reshaping customer service as we know it. These groundbreaking technologies are not just enhancing customer interactions today—they’re rewriting the playbook for future expectations. We’ll uncover emerging trends, explore real-world success stories, and discuss the critical safeguards needed to ensure responsible AI deployment. This session goes beyond theory—expect to gain practical insights into how businesses are already leveraging these innovations to drive efficiency, personalization, and customer satisfaction.
AI Transformation Journey to Achieve High Availability
Comprehensive AIOps solution to achieve high availability and reduce operational risk, cost, and impact. Customer journey starts with a clear understanding of their strategy and the platforms used to manage their IT landscape. The effectiveness of the solution hinges on data quality. Our methodology to improve data quality combined with ServiceNow AI will help you to identify patterns and anomalies. Incorporating Now Assist will recommend a possible solution based on knowledge and historical tickets and Agentic AI will automate actions and resolve issues through natural language processing.
A New Era: Accenture's Journey to Agentic AI
Explore Accenture’s transformative journey with GenAI, from our vision and goals to implementation and lessons learned. Learn how we identified impactful use cases, built a strategic roadmap, and achieved tangible value. This session highlights the progress made and our path forward in shaping an Agentic-powered future.
App-ocalypse now: Banishing "how-to" tickets forever
Even with the most highly tuned environment, apps are too much work. Employees face usage issues resulting in mounting “how-to” Service Desk tickets. In this session, we will explore how DEX-powered digital adoption enables employee productivity beyond break/fix by positioning IT as stewards of technological innovation continuously improving workforce technology.
Building Operational Resilience: Strategies for managing disruptions
Join this Operational Resilience hands-on lab to get expert training on the latest and greatest in Operational Resiliency. Learn the steps to managing the many challenges to resilience, including a framework for prioritizing and monitoring business service dependencies, risks, controls, and impact tolerances. This framework will help measure the ability to, and the speed at which organizations anticipate, respond, and adapt to business disruptions.
Clean Sweep: Delivering life-saving equipment with ServiceNow EAM and FSM
Learn how USME streamlined equipment management through their “Clean Sweep” initiative to reduce excess inventory, improve workflows, and streamline efforts by categorizing parts using ABC methodology. This optimization strategy saved millions in parts costs and enabled efficient equipment reviews leading to optimized inventory levels and closing storage facilities. Standardized cleaning, testing, and repair processes also reduce processing times, guaranteeing partners access to critical equipment when needed.
Completing ServiceNow CRM with AI-driven billing
Agentic AI and The Elimination of Bill Shock - Let’s face it, billing can get really complicated, and knitting billing into the rest of the front-, middle-, and back-office can look pretty scary. But billing complexity shouldn’t be a barrier to adopting ServiceNow CRM and Now Assist. Join us to discover how Aria Billing Cloud, with its agentic AI layer Billie Connect ™, seamlessly integrates with ServiceNow CRM to automate and personalize lead-to-cash-to-care processes with AI-driven precision.
End-to-end Project Management on SPM powers PriceSmart's IT Teams
Join this session to learn how a leading American retailer - PriceSmart, managed internal projects on ServiceNow SPM. Discover their journey of optimizing project planning and enhancing stakeholder engagement across different business functions. In this session, leaders from PriceSmart and their ServiceNow partner INRY, a Cprime company will share insights and best practices on how retail organizations can leverage the power of the platform to change the way teams work.
Simplify to Amplify: Unlocking Scalable Growth with Back to Box
Join Aon and INRY as they share how taking ServiceNow "back into the box" transformed employee experience across 50,000 global colleagues. Learn how Aon tackled platform over-customization to create My Service, a unified self-service portal that saves 5,000+ employee hours and achieves 70% self-service adoption. Discover the five-step formula for a successful ‘back to box’ program that improved Aon's platform health and helped break organizational silos to expand from IT service management to true enterprise service management.
From automated to autonomous: How AI & LLMs are supercharging robotics
In the not-too-distant past, robots were mechanical workhorses built to perform repetitive tasks with unyielding precision—yet limited intelligence. By embedding advanced AI capabilities, robots can understand natural language commands, interpret nuanced contexts, and continuously learn from real-world interactions in ways previously unimaginable. This transformative shift opens a wealth of possibilities. Join us as we explore how the fusion of robotics, AI, and LLMs is redefining what’s possible, and why it’s reshaping industries faster than you might think.
Governance & agility: Dominion Energy’s ServiceNow blueprint
Applying ServiceNow best practices and delivering at speed is challenging in the heavily regulated energy sector when you have multiple ServiceNow environments, code freezes impacting priority projects, and the need to unify diverse teams. Dominion Energy, which provides power to 3.6 million homes and businesses, faces these challenges head-on. This session will cover Dominion's plans to derisk its ServiceNow operations as they scale by addressing governance, visibility gaps, and instance inconsistencies and streamlining cloning, upgrades, and manual processes.
How platform owners drive business transformation with ServiceNow Impact
Platform Owners are pivotal to successful Business Transformation within their organizations. Learn what’s important to platform owners in their role and how they leverage their capabilities and the power of ServiceNow Impact to speed up adoption and time to value with the Now Platform. Join this fireside chat with platform owners from organizations with mature ServiceNow implementations to hear how they are leveraging customer success offerings and best practices to aid their transformation journey.
Industry Roundtable: Reinventing work with Agentic AI
Explore how companies are reinventing work by capitalizing on AI, agents, and models to meet the needs of their specific industries. We will cover steps to get started, including building a robust AI and data management foundation, expediting development, innovating and scaling AI solutions. Connect and share insights, challenges, and success stories with peers from FS (cap markets, banking, insurance), Health, Manufacturing, PS, and Telco—focusing on practical applications, use cases, and learning how organizations are achieving new levels of performance by putting AI to work for people.
Knowledge Management roadmap: Put AI to work with Knowledge Management
This session will include a candid review of Knowledge Management in our current Yokohama release and a roadmap discussion outlining our vision for the future of Knowledge on our intelligent platform. You will also learn more about how we are investing in agentic and generative AI, automation and the Knowledge owners to support knowledge base health and effectiveness. Discover how you can make the most of your knowledge efforts and create more helpful experiences for everyone.
Learn how Fannie Mae is using ServiceNow to enable Gen AI governance
Fannie Mae has a robust AI & Gen-AI program to harness the AI & Gen-AI capabilities in support of our mission and the business. Multiple infrastructure environments are setup to enable and manage a large number of Gen-AI use cases across in-house built innovative capabilities, as well as 3rd party products. Establishing a robust governance & control mechanism has been a big challenge for the program teams. We solved this challenge by leveraging ServiceNow's capabilities. Learn about the background and the solution strategy & approach the Fannie Mae team took to solve this important problem.
Nestlé’s value-driven approach to continuous improvement in ITSM
Learn how Nestlé and ServiceNow successfully established a comprehensive value management framework, monitoring and reporting progress of initiatives against IT objectives. Nestlé will showcase how they realized great value from adopting innovations such as Service Operations Workspace (SOW) , Virtual Agent and AI Search. Nestlé’s value-driven roadmap includes native AI capabilities, such as NowAssist and AI-Driven Knowledge Management.
Powering intelligent workflows with ServiceNow ML and SAP
Transform enterprise operations by harnessing ServiceNow's Machine Learning capabilities with SAP business data. Our solution analyzes historical workflow patterns and operational bottlenecks to deliver intelligent process recommendations. Through dynamic performance analytics and real-time process adjustments, organizations can optimize operations while maintaining business context. Experience reduced processing times, improved accuracy, and achieve significant cost savings through automated workflow optimization and predictive analytics.
Reinventing work through Agentic AI
In this session, we will explore how Accenture is helping companies transform their ways of working and reinvent business processes through the adoption of AI agents. We will cover the steps to start leveraging AI for people and scaling it across operations, with the goal of empowering people, upskilling workers, and fostering a culture where both employees and customers can thrive.
Scaling cybersecurity resilience: Achieving DORA compliance across VIG group
Join us to learn how Vienna Insurance Group implemented cybersecurity strategies in 30 countries for operational resilience and regulatory compliance in alignment with the Digital Operational Resilience Act (DORA). Discover the pivotal role ServiceNow played in enabling cyber resilience and regulatory compliance, and how strategies were deployed, scaled, and harmonized across diverse subsidiaries of varying maturity levels. Follow our journey from inception to establishing a fully operational ServiceNow Center of Excellence within a year.
Secure and scale your API ecosystem for the Agentic AI era
APIs are the modern bridges that enable seamless interaction between AI agents, data, and workflows. Scalable API management is critical for controlling API sprawl and unlocking AI-driven innovation with ServiceNow. Join Boomi for insights on fortifying API governance and delivering compliance and security at scale to turn APIs into growth engines for your business. Learn how to centrally secure and manage ServiceNow APIs and drive discovery and governance of third-party APIs for use by ServiceNow workflows and AI agents — all with ServiceNow Workflow Data Fabric.
Streamlining your upgrade process: Leveraging the latest upgrade features
In this session, we will explore the latest features designed to enhance and streamline your upgrade process. From automated testing to skip rules, you'll discover how these innovations can save time, reduce errors, and improve overall efficiency. Join us to learn best practices and get hands-on with features that will help you transform your upgrade processes. Whether you're a seasoned professional or new to the field, this session will provide valuable insights and practical tips to help you make the most of your upgrade efforts.
The dawn of quantum computing: Threat or opportunity?
Quantum computing is poised to redefine the digital landscape, offering both unprecedented opportunities and existential threats to industries worldwide. From cybersecurity upheavals to revolutionary breakthroughs in artificial intelligence, logistics, and financial modeling, quantum computing could either disrupt or elevate enterprises. This session explores how organizations can anticipate quantum-driven shifts, mitigate risks, and harness this emerging technology for competitive advantage.
The future of AI agents: Meet your digital co-worker
AI agents are appearing everywhere, starting to transform the world of work. Soon, computer-use agents — such as web agents — will offer everyone help on mundane, everyday tasks. But what is the next frontier in agentic AI? Can you imagine building and hiring a digital co-worker who will hyper-amplify yourself and your team? This presentation will give you a hint of what ServiceNow AI Research is doing behind the scenes make this happen.
The New CRM Playbook: Modernizing the Front Office with AI & Automation
The Future of CRM is Here—and it’s not just about managing contacts and deals. Companies demand smarter, automated, customer-first solutions that connect front-office operations, support, and service workflows. Join industry leaders as they explore how Microsoft Dynamics and ServiceNow Customer Workflows are revolutionizing CRM modernization. Discover why traditional CRM isn’t enough, how AI and automation drive engagement, real-world use cases, and best practices for implementing a modern CRM strategy.
Toyota: 1 incident. 27 instances. Who fulfills it, and how does it get there?
As Toyota embarked on a journey toward a global mobility future, we struggled with the challenge of providing a cohesive support experience for a growing user base of global platforms that span across multiple companies and 20+ instances. To empower our global teams, we use Service Bridge to build a scalable unified Service Management framework. As a result, we are reducing resolution times and delighting employees across the globe. Join us to learn how we are solving these big hairy audacious challenges through innovative uses of ITSM to deliver business value. Let's go places!
Transform ServiceNow delivery with agentic AI
Agentic AI is transforming productivity by driving deployments and upgrades at lightning speed! Hear from AutomatePro’s CEO and CPO on how AI is re-inventing delivery, releases, and upgrades while letting your team focus on innovation. Learn how companies like NTT Data unlocked 4700% ROI and how the Singapore government revolutionized their ServiceNow operations. Don’t miss this chance to explore how AI-enabled teams are reducing risk, delivering quality at speed, and reshaping the future of enterprise IT. The Agentic AI future is here—are you ready?
Efficiency & Innovation: ServiceNow + Microsoft Partner Success with Lufthansa
Through deep integrations and a commitment to innovation, ServiceNow + Microsoft help organizations boost efficiency, cut costs, and drive productivity. ServiceNow’s automation, paired with Microsoft Azure’s secure, AI-ready infrastructure, empowers businesses to modernize IT, security, and employee experiences. Lufthansa’s VP will join us on stage to share their success story, showcasing how this partnership delivers real-world impact.
What's new in ServiceNow Mobile and how to build engaging apps
In this session, we will dive into the latest advancements in ServiceNow's mobile platform and demonstrate how these innovations empower the development of engaging, user-friendly apps. Attendees will discover newly released features, including AI-powered tools, enhanced mobile forms, and updates to the Mobile App Builder. Through real-world examples and best practices, we’ll provide actionable insights to streamline mobile app development, drive user adoption, and unlock new business potential. Join us to learn how to elevate your mobile apps with the latest innovations from ServiceNow!
Beyond the Algorithm: The Human Factor in the Future of AI
Join visionary AI pioneers and industry leaders for a high-impact conversation on navigating today’s most critical business decisions—through the lens of the _human element_ in the AI revolution. Facilitated by our GVP of Product Research & Insights, this interactive session will dive into the role of humans in the AI era, and where ServiceNow can accelerate value. Together, we’ll explore real-world successes, common challenges, and uncover new opportunities—revealing how a human-centered AI strategy fuels breakthrough innovation, accelerates adoption, and builds lasting trust. Come to share, to learn, and to shape the next chapter of AI-powered enterprise experiences.
Enhancing nonprofit impact with ServiceNow’s Agentic AI
Discover how ServiceNow’s Agentic AI empowers nonprofits to streamline operations, enhance stakeholder engagement, and improve service delivery. Learn how AI-driven automation can free up valuable time, optimize workflows, and drive greater mission impact. Explore real-world success stories and actionable strategies to harness AI for efficiency and innovation. Don’t miss this chance to see AI in action and reimagine the future of nonprofit service!
Unleashing GenAI for analytics: From creation to exploration
Discover how GenAI revolutionizes the way you create and consume analytics. Includes the capability on how to export to PDF. This session explores the latest GenAI capabilities that enable users to generate analytics artifacts and gain insights using natural language. Learn how to create reports, dashboards, and data visualizations, and explore your data interactively. Whether you’re new to analytics or an experienced user, this session will showcase how GenAI simplifies and enhances the analytics process, empowering you to make data-driven decisions with speed and confidence.
Accelerate, optimize and transform your business for less using Now Assist
It’s no surprise that organizations are overwhelmed with the pace of technology and struggling to keep up. We recognized that in our own business, which is why we’ve become a ServiceNow customer – the first managed service provider in Europe to implement our own AI-first platform, with Now Assist built in from the start. Our clients, many of whom deliver critical national infrastructure, have already seen incredible value – with one case type resolved in just 15 seconds down from 7.5 minutes, saving 56 days a year. Hear about our AI journey so far, and the unmistakable impact on clients.
Accelerating Autonomous Operations: The Agentic AI Advantage
Autonomous operations and agentic AI are transforming service management through adaptive intelligence, real-time analytics, and self-optimizing systems. At TechM, we have developed industry-specific AI-based solutions to address key use cases, driving efficient operations with AI-driven root-cause analysis, proactive anomaly detection, and autonomous remediation. Additionally, we enhance customer experience through AI-powered cognitive assistants, contextual automation, and predictive resolution models.
Agentic AI: beyond the hype – are you ready for the reality?
Generative AI is everywhere, and Agentic AI is next, but most enterprises struggle to move from experimentation to impact. AI promises efficiency and automation, yet challenges like workforce disruption, data quality, ethics, and business integration remain unsolved. This roundtable cuts through the noise, tackling key questions: How will AI reshape jobs? How do you turn AI into real business value? Join us for a practical discussion on harnessing AI effectively and avoiding common pitfalls.
Agentic AI for Finance: Unlocking the Power of Domain-Specific AI for ServiceNow
As AI transforms the enterprise, solely using LLMs is insufficient to meet the needs of finance. Auditoria’s finance-specific Specialized Language Model revolutionizes how finance teams work—delivering both autonomous resolution and intelligent collaboration with integration across ServiceNow finance workflows. The agentic AI understands finance intent, context, and process with precision to automate inquiries, streamline operations, and elevate service experience. Forward-looking teams use Auditoria in concert with ServiceNow to exceed SLAs, eliminate repetitive tasks, and improve accuracy.
Agentic AI in ServiceNow: Determining Update Set Quality Before Deployment
The xtype Preflight AI Agent is an Agentic AI-powered validation tool designed to ensure update set quality before deployment. It proactively confirms naming conventions, checks for meaningful descriptions, and detects potential conflicts with update sets. By leveraging LLM and scripted automation, this AI agent helps ServiceNow teams prevent deployment errors and reduce rework. Join us as we demonstrate the real-world application of Agentic AI. We’ll showcase how this tool integrates within the ServiceNow AI Agent framework and explore lessons learned during development.
AI Security Agents: Early Detection & Investigation of Workplace Violence
Early intervention is the best way to mitigate workplace violence. Discover how Bearing is developing and deploying physical security AI Agents to detect, investigate, and promote indicators of potential workplace violence in both customer and employee interactions. Learn how Bearing leverages the ServiceNow data fabric and agentic AI to trigger on potentially undiscovered or unreported behaviors, coach CS and HR agents on next steps, and speed the time to identify and respond to threats.
AI trust in action: better manage risk from code to cloud with Snyk & ServiceNow
AI coding assistants boost productivity—but also introduce security risks. As CISOs and SecOps leaders navigate the AI era, they need security guardrails that provide visibility, control, and governance. Snyk and ServiceNow integrate to secure the full stack, from code to cloud, helping teams fix AI-generated vulnerabilities before they become exploits. Join this session to learn: 1\. Best practices for securing AI-generated code. 2\. How to automate risk management with Snyk & ServiceNow. 3\. Ways to adopt AI security guardrails without slowing innovation.
Altria's sourcing and procurement digitalization with TCS and ServiceNow
Join us for an interactive breakout session to discover how Altria has evolved into a digital-first, insights-driven consumer products leader. Gain valuable insights from an industry-leading CPG giant and explore best practices in sourcing, procurement, and overall business transformation. Learn how TCS partnered with Altria to navigate change, optimize sourcing and procurement operations, and drive a seamless, impactful transformation
BAE Systems' Strategic Portfolio Management (SPM) Agile and Scaled Agile Journey
BAE deployed Strategic Portfolio Management and Agile in 2020 for service optimization, compliance, product management, and project governance to support digital transformation. Learn how Scaled Agile, Agile 2.0, and hybrid provided transformation through delivery of large and complex projects, including end-to-end enterprise M&A ServiceNow (SPM, ITSM) integration. Agile implementation included ServiceNow Agile coaching & Community of Practice supporting 600+ sprints, 50+ Agile teams, and 200 SAFe trainees. 2025 Plans include Solution Trains, Enterprise Agile, and Lean Portfolio Management.
Becoming an AI pacesetter: How to ascend the ladder of enterprise AI maturity
Join this Think Big session for an engaging and interactive session where we explore the journey to becoming an AI pacesetter in the enterprise world. This session will feature a dynamic panel discussion with customers who have successfully navigated the complexities of AI implementation and maturity. We will delve into the critical stages of AI adoption, from initial experimentation to full-scale integration and optimization. Using a fun concept of "Snake and Ladder," we will illustrate the challenges and opportunities that organizations face as they climb the ladder of AI maturity. Participants will gain insights into: * Key strategies for overcoming common obstacles in AI adoption. * Best practices for scaling AI initiatives across the enterprise. * Real-world examples of successful AI implementations. * The role of leadership and culture in driving AI maturity. This session promises to be both informative and interactive, providing attendees with practical knowledge and actionable takeaways to accelerate their AI journey. Don't miss this opportunity to learn from the experts and connect with peers who are paving the way in enterprise AI.
Boost Efficiency with AI-powered Field Service Management
Dive into how ServiceNow's AI-driven Field Service Management (FSM) can transform your field service operations. This session will demonstrate strategies to tackle real-time challenges, optimize scheduling, ensure timely task completion, and cut down operational costs. Perfect for managers, dispatchers, field workers, contractors, and cross-functional teams, you’ll learn to work more effectively and intelligently. Join us for an in-depth look at Field Service Management features, practical configuration experience, and AI-enhanced best practices.
Boost Efficiency with AI-powered Field Service Management
Dive into how ServiceNow's AI-driven Field Service Management (FSM) can transform your field service operations. This session will demonstrate strategies to tackle real-time challenges, optimize scheduling, ensure timely task completion, and cut down operational costs. Perfect for managers, dispatchers, field workers, contractors, and cross-functional teams, you’ll learn to work more effectively and intelligently. Join us for an in-depth look at Field Service Management features, practical configuration experience, and AI-enhanced best practices.
Powering Cyber Resiliency with AI at scale at Merck
Come learn from the Merck EVOLVE program, a multi-year, multi-dimensional program where EY and ServiceNow® partnered together to improve cyber and risk operations, hardware and OT asset management and the CMDB at scale across 140,000 employees at Merck utilizing GenAI capabilities.
From generative to agentic: Build your first AI Agent for CSM
Kickstart your Agentic AI journey in CSM with the foundational knowledge and best practices to confidently build your first AI Agent for Customer Service Management or even your Industry product! Follow along an interactive journey from using generative AI to enhance customer self-service to using agentic AI to boost live agent productivity — ending with how admins efficiently configure and optimize AI Agents to deliver personalized, scalable and customer-centric solutions powered by AI.
CSDM V5 is now available, what’s new?
The vision of CSDM 5 is to mature beyond an IT focus and provide a model that enables the delivery of sophisticated generative AI and business transformation for the enterprise. Version 5 creates a unified model that supports all ServiceNow business units and their "better together" use cases and establishes an Enterprise & Operational Service Model (ESM) that encapsulates the Common Service DATA Model and a Common Service DELIVERY Model.
Deploying AI Agents with Advanced Reasoning: Strategies for the Enterprise
AI agents are the new digital workforce, transforming business operations, automating complex tasks and unlocking new efficiencies. Now, with the ability to collaborate and reason, these agents can work together to solve problems and drive even greater impact. In this session you will learn how enterprises and developers can build and deliver production-ready AI with reasoning capabilities for their business while using the ServiceNow platform. We will also explore how NVIDIA AI optimizes your AI agents across different agentic frameworks.
Driving FinOps Success: ADT’s Software Asset & Cloud Cost Management Journey
Join ADT as they share their transformative journey implementing ServiceNow Software Asset Management & Cloud Cost Management solutions. Explore ADT’s unique perspective as a Platform Owner, detailing the strategic coordination required across ITAM, FinOps & platform teams. Learn how ADT navigated challenges in cost optimization, on-premise license compliance, stakeholder alignment, & operational efficiencies to drive impactful business outcomes. Gain insights on best practices, key lessons learned, and how ServiceNow enabled a more transparent, controlled, & cost-effective cloud environment.
Driving Innovative Service: Rivian's journey with ServiceNow
Rivian leads the way in transportation with exceptional products and customer service. In this session, Rivian will share how they are partnering with ServiceNow to deliver innovative experiences which reflect their brand and drive customer loyalty. Learn how Rivian uses AI to provide conversational support, streamline agent workflows with powerful summarization, and boost productivity by reducing time spent searching for information. Discover how Rivian enhances field service operations Field Service Management, focusing on preventative maintenance, asset management, and work order workflows.
Empowering growth companies with data and knowledge: Verdantas' transformation with ServiceNow
In today's rapidly evolving AEC industry, Verdantas is tackling the complexities of rapid growth with a technology-focused approach that goes beyond the typical industry scope. This session will explore how ServiceNow is transforming disparate support systems into a data-driven, scalable solution. Learn how Verdantas and their partner, CRI, began by improving one area and expanded to fully automate IT, driving remarkable growth and innovation.
Enabling Transformation, Value & Impact
Over the past five years (2020-2025), IT has transformed from a transactional, undervalued function with outdated technology into a strategic enabler of business value. By adopting ServiceNow, the team replaced legacy processes with data-driven efficiency, introducing tools like the CIO Dashboard & automated scheduling. ServiceNow drives decision-making in leadership meetings, executive updates, and planning. Looking ahead, IT will leverage AI, automation, & resource management to enhance governance. This transformation ensures IT operates like a business, strengthening confidence and impact.
From Automation to Autonomy – Agentic AI with ServiceNow
AI is revolutionizing ServiceNow—but not all AI is built the same. RapDev’s AI transformation offering embeds real-time intelligence into IT and business workflows, eliminating manual effort and accelerating decision-making. Coupled with Arlo, RapDev’s 14+ AI Agents, enterprises can automate the tedious, optimize ITSM and ITOM, and drive agility at scale. Join us to see how AI-powered agents can reshape your business, delivering precision automation that thinks, adapts, and evolves.
From siloed to streamlined: Transform your CRM with unified data
Unlock the full potential of your CRM implementation with ServiceNow's innovative approach to bridging front, middle, and back offices. We'll introduce you to strategies for implementing CRM Foundational Data Models that work seamlessly with CSDM V5, empowering you to create scalable, high-performing, and secure solutions without the headache of heavy customization or frustrating upgrades. Whether you're in CRM or focused on a specific industry, these foundational principles will elevate your customer experience and operational efficiency, setting you up for success.
Getting started with agentic AI: identifying and building high-value use cases
Join us while we dive into the essentials for identifying and selecting high-value Agentic AI use cases. We will discuss key considerations and criteria that help determine the best areas in your organization for AI-driven automation. We will also delve into a practical example showcasing automated roadmap generation from a backlog of demand, demonstrating how platform owners can leverage Agentic AI to streamline strategic planning. Come discover the foundational steps and best practices for successfully deploying Agentic AI to maximize the value of your ServiceNow investment.
Going green(field) at a major healthcare organization to prepare for the future
Join this session to hear how a Fortune 10 company reimagined and reinvigorated their ServiceNow platform through a greenfield implementation. The weight of managing complexity across a massive organization and burdened by years of accumulated technical debt led this company to re-think it’s approach. In this session we’ll share lessons learned from streamlining IT operations, modernizing HR service delivery, and providing a unified Employee Center portal experience.
Grid Reimagined: The Digital Transformation of Puerto Rico’s Power Future
Join Crystal Allen, CIO of Luma Energy, as she unveils how LUMA is revolutionizing Puerto Rico’s power grid. Discover how ServiceNow serves as the backbone of this transformation, driving resilience, automation, and sustainability. Modernizing – Upgrading outdated infrastructure with smart adaptive technology. Automation & AI – Enhancing efficiency, stability, and response capabilities. Energy Independence – Reducing reliance on external sources. Resilience – Strengthening the grid for future challenges. Be a part of this forward thinking session on the future of energy in Puerto Rico
Harnessing AI for State and Local Government Services
Unlock government innovation and prepare for the future! Join Pat Snow, former CTO for the state of South Dakota, to explore the transformative power of AI & LLMs in revolutionizing citizen services. See how the ServiceNow platform provides the foundation for agencies to implement intelligent automation, driving efficiency and responsiveness. We'll examine real-world use cases and demonstrate how these technologies are shaping the future of public service delivery. Gain valuable insights to leverage these tools and create lasting positive impact.
How AI agents in ServiceNow drive smarter tech spend decisions
Technology costs are exploding, driven by inflation, rising cloud costs and investments in AI. How do you ensure technology spend delivers measurable value and aligns with business goals? In this session, discover how AI Agents can provide real-time financial insights and recommendations in ServiceNow to reduce costs, enhance performance, and prioritize high-impact investments.
How Deutsche Glasfaser puts AI agents to work in Telecom
As telecom networks become more robust to meet today's demand for unparalleled quality of service, Communication Service Providers are keen to empower their service fault management solutions and ensure the best customer experience for their connectivity products. In scenarios like network outages, service degradation, or customer-reported issues, identifying the technical root cause can be like finding a needle in a haystack. Join Deutsche Glasfaser for this exclusive demo where they define a pilot team of AI agents to help troubleshoot and resolve service issues faster and more accurately.
How Nestlé IT’s data foundation drives business performance and AI readiness
Data is more than just a strategic asset—it’s the lifeblood that connects IT and business. In this session, discover how Nestlé and DXC partnered to create and sustain an integrated, comprehensive IT Data Model. This approach ensures trusted, high-quality data to drive critical business insights while laying the groundwork for future AI-enabled outcomes. Learn how a strong data foundation enhances decision-making, improves operational efficiency, and accelerates innovation in an increasingly data-driven world.
How Sunoco Transformed Retail Maintenance Operations with AI and Automation
Sunoco set out to modernize its retail maintenance operations, eliminate inefficiencies and enable real-time collaboration across store managers, home office dispatchers, and third-party contractors. Hear how Sunoco is leveraging Field Service Management (FSM) and the ServiceNow platform to deliver an end-to-end service experience, connecting their internal and external customers on a single system of action. Learn how Sunoco is achieving faster service resolution, providing greater transparency, and gaining full visibility —driving scalability without adding complexity.
Improve complex service delivery with Neuron7's AI Resolution Intelligence
Your service delivery process is complex, and challenges like retiring technicians, scattered insights, and outdated, hard to use knowledge only add to the struggle. These issues slow down resolution times, frustrate your teams, and impact customer satisfaction. In this session, you will learn how Neuron7's AI Resolution Intelligence works with ServiceNow Agents to provide advanced asset diagnostics, intelligent resolution recommendations, and clear step-by-step guided workflows to improve efficiency, empower your team, and create better customer experiences.
Increase productivity with AI-Powered Service Operations Workspace
Resilient services that meet SLAs are key to customer trust and business success. By bringing incident response teams into a unified, AI-powered workspace, organizations can not only boost collaboration, but also enable productivity. Contextual data helps drive rapid identification of major incidents, efficient communication with stakeholders, streamlined resolution, and quick restoration of service quality. In this hands-on lab, you'll gain practical experience with Major Incident Management, On-call Scheduling, and Change Management within SOW, all empowered by NowAssist and AI Agents.
Leading with AI: How Seismic transformed customer service and slashed MTTR
Dive into Seismic's AI journey, where embracing innovation isn't just a goal—it's a mindset. Discover how they're weaving AI into the fabric of customer service, from smart summarization to knowledge base searches, and learn how this forward-thinking approach has slashed MTTR by 25%. Join us to explore how Seismic is turning AI apprehension into empowerment, proving that even small experiments can lead to big wins in efficiency, product quality, and ultimately, customer satisfaction.
Mastering AI Adoption: Streamlining for Unified Business Success
Embracing AI is crucial to maintaining relevance in the modern marketplace. Our session will focus on using AI FlightPath to ensure readiness to integrate AI seamlessly across your organization, focusing efforts on high-priority targets, and creating a unified experience. Learn to scale AI solutions efficiently, boosting operational effectiveness and driving business growth. We'll cover actionable strategies to maximize AI’s impact, transforming challenges into avenues for innovation and a lasting competitive edge. Don't just adopt AI—master it for your enterprise's success.
Mastering AI for Customer Service Implementations
Revolutionize your customer service with Agentic AI. Whether you're exploring initial use cases or refining your approach, we'll guide you through practical strategies for implementation. We'll address critical AI implementation challenges like data readiness and contextual prompting. Learn how to transform your customer service from reactive to proactive, leveraging ServiceNow's AI capabilities to stay ahead in the digital age.
Maximizing Business Value on the Now Platform with DEVSHOP Managed Services
Join Infocenter, a leading ServiceNow Elite Partner, for a roundtable session on how DEVSHOP Managed Services can help you drive efficiency, innovation, and long-term value on the ServiceNow Platform. Discover the power of Operating Leverage and its impact on business outcomes. Hear real success stories and learn how DEVSHOP can maximize business value for organizations like yours. Walk away with actionable insights and strategies that you can immediately take back to your team to drive success.
More Uptime, More Innovation, More Smiles: ITSM, AI, and automation at PepsiCo
PepsiCo is transforming its IT services with a bold vision: a connected enterprise, ticketless IT, and a delightful employee experience across the globe. By strategically introducing ServiceNow capabilities such as Now Assist, Virtual Agent, Service Operations Workspace, and Predictive Intelligence, PepsiCo is harnessing AI and hyperautomation to deliver IT services that bring its vision to life. The result? Fewer tickets, faster resolutions, and a frictionless digital experience at scale. Discover how PepsiCo's support model with zero-touch services is enabling a future-ready workforce.
Operational Resilience - From Critical Operations to Shared Services
Discuss how we manage Operational Resilience across our operations in the ServiceNow platform using multiple ServiceNow capabilities and foundational data. This includes the structuring of our operations from critical operations to shared services creating a common framework for managing and governing our key operations.
Panel: Fueling AI Success: Automating CMDB Accuracy with ITOM Visibility
Data is the fuel for AI success, and a trustworthy, accurate data foundation—your CMDB—is essential. ServiceNow ITOM Visibility solutions empower organizations to automate enterprise-wide visibility across their technology landscape. Join our panel session to discover how current customers Experian, News Corp, and NFP use ITOM Visibility to efficiently populate their CMDB and drive intelligent, machine-powered decision-making.
Panel: Transform Every Corner of your Manufacturing Business
As manufacturers work to navigate supply chain disruptions, operational complexity, sales challenges and workforce issues, AI is emerging as a game-changer. By automating workflows and optimizing processes, manufacturers can enhance efficiency, reduce downtime, and empower their workforce. Join our customer panel as they share how their companies are leveraging ServiceNow’s AI-powered platform to transform their entire businesses.
Put AI to Work in Healthcare
Healthcare is changing, with AI playing a significant role. Amid resource constraints and cost pressures, ServiceNow’s AI Agents, data, and hyper-automation are transforming healthcare operations by streamlining workflows, reducing costs, and improving both employee well-being and patient care. Real-time insights enable faster and smarter decision-making, contributing to operational efficiency. Join us to explore how the Children’s Hospital of Philadelphia have partnered with ServiceNow to Put AI to work in healthcare, improving outcomes for the patients and communities they serve.
Ready, Set, Go! How to fast track your way to Agentic AI innovations
Join us for an engaging and interactive roundtable session designed to empower participants on their AI transformation journey. Guided by DXC consultants, participants will explore effective strategies to overcome AI implementation roadblocks, identify real-world use cases, and develop actionable plans to put AI to work for their people.
Redefining Enterprise Security: Cyber-Physical GRC with Agentic AI on ServiceNow
AI is reshaping the future of work—making cyber-physical security convergence more critical than ever. Join Alert Enterprise to see how Guardian, a native ServiceNow app powered by agentic AI, unifies digital identity, physical access, and IT controls to redefine GRC. Discover how autonomous AI Agents move security from reactive to proactive—detecting anomalies, enforcing policies, and auto-remediating risks across both cyber and physical realms. The future of security is here.
Schwarz Retail Task Management: Redefining Excellence in Operations
Discover how Schwarz optimized retail operations with ServiceNow’s Retail Task Management. By streamlining workflows, ensuring task accountability, and enhancing store performance, this transformation has driven significant operational efficiencies. Learn about the innovative solutions implemented and the measurable impact on productivity and customer satisfaction.
Self-fund Transformation and leverage new AI-enabled Intelligent Workspaces
Unlock AI-driven outcomes & efficiency in business services such as finance, accounting, and supply chain operations with zero disruption from ERP migrations. Rimini Street’s Intelligent Service Blueprints, Built on ServiceNow with Agentic AI, deliver persona-based Intelligent Workspaces, with predictive insights & zero-click automation. Transform operations with role based tailored KPIs and suggestions. Optimize existing software investments and avoid costly, multi-year, million-dollar projects while gaining agility, cost savings and smarter decision-making—real innovation in weeks, not years
Setting a new standard for Student Admissions at The Royal College of Art
ServiceNow with EY teams and The RCA has developed a tailored Admissions solution, applicable to the 24,800 universities globally looking to transform their recruitment processes. Built using CSM with workflow automation and process optimization, enabling organizations to improve efficiency, enhance data management and focus on strategic, high-value decisions. The Admissions process demands rigorous evaluation, effective tracking, and a seamless experience for applicants and staff. Through the Admissions solution, the RCA processed 259% more applications with a 31% increase in quality.
Siemens and ServiceNow: Co-innovating to transform Operational Technology
Discover how Siemens and ServiceNow are revolutionizing complex shopfloor operations through co-innovation. Hear how Siemens transitioned from a ServiceNow customer to a strategic partner focused on enhancing industrial cybersecurity and integrating AI into operational technology management. This session unveils our shared vision that leverages Siemens' Industrial Asset Hub and SINEC Security Guard with the ServiceNow platform. Learn how together we can help you safeguard your industrial estate and minimize unplanned downtime.
Speakeasy customer panel: Making the move to ServiceNow to accelerate Generative AI experiences
In this unique, interactive experience, a panel of your peers will have an open and honest discussion about why they chose to switch from another Gen AI chatbot engagement layer toolset to ServiceNow. Speakeasy panelists will cover a range of topics, including implementation, lessons learned, quantifiable business benefits, innovation opportunities, how they're optimizing their investment in ServiceNow, lessons learned, and more. This informal session will not be recorded or broadcast, so don’t miss your opportunity to attend.
SPM & EA Roadmap: What's New and Coming Soon
Strategic Portfolio Management (SPM) enables customers to continuously align work across teams to various levels of strategy ensuring goals and outcomes are delivered with confidence. Enterprise Architecture (EA) enables enterprise architects to align technology with business objectives, accelerate decision making and model the future state of the IT landscape. Join this SPM and EA product roadmap session to learn about the product vision and get a finger on the pulse of how to transform business.
Strengthen Your Brand with Agentic AI for Marketers
Inconsistent messaging can erode trust and weaken brand identity across the enterprise. When marketing content strays from brand guidelines, it impacts customer perception, sales alignment, and overall brand equity. Tenon’s Brand Guidelines Agent ensures every message—whether email, SMS, or landing page copy—adheres to your brand’s voice, tone, and style. With Tenon and AI-powered recommendations, marketing teams can maintain brand consistency at scale, strengthening customer relationships and reinforcing brand value.
The AI Revolution: Barclays’ Journey to One-Click ServiceNow Success
Barclays was drowning in time-consuming upgrade & patching cycles, spending over 3 months each year trying to keep up with the release cadence. Rolling out new applications and managing multiple delivery streams was slow and required endless manual testing. Enter AutomatePro. With automated testing and GenAI-driven workflows, Barclays now delivers rapid automated testing at “the press of a button”, enabling faster releases, without fear of breaking functionality. Join this session to see how they’re unlocking efficiency, accelerating innovation, and taking control of their ServiceNow journey.
The Strategic Control Center: Orchestrating Enterprise Technologies with Strategic Portfolio Management
In today's fast-paced business environment, a centralized control center is crucial for orchestrating enterprise technologies. This session explores how ServiceNow's Strategic Portfolio Management (SPM) serves as the ultimate control center, integrating with various systems to provide a comprehensive view of enterprise activities. Learn how SPM offers a single pane of glass for strategy execution, asset and workforce management, cost optimization, and AI-driven insights. Discover how SPM enhances decision-making, streamlines operations, and drives innovation across your organization.
Transforming Healthcare with AI: Efficiency, Personalization, Quality Care
In the age of AI, healthcare innovation is centered on two core principles: health and care. AI investments must prioritize people—both care teams and patients. By automating tasks, AI frees up valuable time for healthcare professionals, to optimize patient care and improve outcomes. Join us as our panelists share strategies for leveraging AI to streamline workflows and improve operational efficiency. Discover how you can Put AI to work for healthcare and reimagine service delivery, by giving time back to care providers to focus on what matters most, the patient.
Panel: Revolutionizing employee safety and wellbeing with Health & Safety
Join us for an insightful panel session as ServiceNow customers share their unique adoption journeys and the results they’ve seen with the ServiceNow Health and Safety solution. Discover how these industry leaders successfully implemented and scaled their solutions, using them to create a unified culture of safety that enhances employee well-being, mitigates risks, and improves operational efficiency.
Empowering Nonprofits via ServiceNow.org: EY's ITSM transformation for WaterAid
Discover how EY, in partnership with WaterAid and ServiceNow, is making a global impact through the Partnership for Good grant. Learn how we’re revolutionizing WaterAid’s IT systems in super quick time, underpinned by EY’s ITSM blueprint accelerator. We’re on a journey with WaterAid, driven by employee experience, with a view to help optimize resources and boost IT efficiency. This transformation empowers WaterAid to focus on providing clean water, sanitation, hygiene education worldwide. Join us to see how technology can drive meaningful change and amplify global initiatives.
Unlocking IT Value with AI-Driven Cost Modeling
Discover how our Proven Optics Mapping Agent uses AI to identify unclassified transactions and suggest cost object assignments. With a human-in-the-loop approach, it learns from your feedback to create dynamic mapping rules, streamlining future classifications. Enhance accuracy, reduce manual effort, and transform your financial operations with this innovative technology. Join us to explore its potential!
Unlock Multi-Cloud potential with ServiceNow Cloud Governance Suite
Join our Cloud Solutions roadmap session where Product Management will reveal the new Cloud Governance Suite that brings together cloud capabilities from ITOM, ITAM, and Security Operations in the Cloud Workspace for the Cloud Center of Excellence. Discover how your organization can accelerate multi-cloud governance, automate complex workflows, maintain compliance, and strengthen security posture.
Virtual Agent and Customer Journeys go hand-in-hand at Subway
Learn how Subway partnered up with Capgemini to replace a legacy case management system using ServiceNow CSM with a self-serve web portal – doing away with the typical case forms, and using virtual agent that was designed for each and every customer journey/experience. What’s unique about this virtual agent capability is that only specific customer journeys lead to case creation, while the remaining lead to case deflection with no live agent involvement. Customer satisfaction and agent productivity are at the cornerstone of this remarkable and innovative implementation success.
Securely driving AI-led business transformation
In today’s rapidly changing digital landscape, integrating cybersecurity with the AI platform for business transformation is not just a strategic advantage but a necessity. This session explores the benefits from the Palo Alto Networks cybersecurity platform and ServiceNow®’s business transformation platform to accelerate the adoption of gen AI usage and Agentic AI.
Reimagining onboarding with Servicenow HRSD
Magnit and TCS will share a case study on how they optimized Magnit’s onboarding workflow for contingent workers by implementing the ServiceNow HR Service Delivery module. As part of this implementation, spoke integrations were used and created for the ServiceNow Integration Hub to integrate with third party service providers. ServiceNow is used as an extension of the Magnit Platform, which is the platform that connects Magnit’s clients with the talent that they need. Magnit is a leading company in contingent workforce management serving customers in more than 124 countries.
Transforming Talent: Deloitte's ServiceNow Journey
Discover how Deloitte revolutionized its talent operations with ServiceNow®, replacing a fragmented and highly customized solution. This session will delve into the strategic decisions, integration enhancements, and productivity-focused features that enabled Deloitte to support over 175,000 employees across the US and India. Learn about the challenges faced, solutions implemented, and the significant impact on performance management and employee experience. Join us to explore the future of talent transformation.
AI-driven action: Intelligent automation with BigQuery insights and ServiceNow workflows
Unleash intelligent automation by integrating ServiceNow® and BigQuery. Transform BigQuery's AI-driven insights built on diverse data, into powerful, automated ServiceNow workflows. Enhance key operations like ITSM, customer service, and predictive maintenance through proactive automation. Leverage high-performance, zero-copy integration to instantly move from insight to decisive, data-driven action.
Supercharge employee productivity with Google Workspace and ServiceNow
Let's face it, juggling multiple tools is a drag and slows us all down. Google Workspace with Gemini can help automate tasks like writing and summarizing and enhance collaboration in Chat and Meet. Join us for a theatre session where we will dive into automation, improved collaboration and connecting 3rd party systems like ServiceNow®.
Focus on the Customer: Meijer's Commitment to Frictionless Service
Customers have been a core value at Meijer since the beginning and the company thrives by meeting their customers' needs and expectations. Hear how Meijer is harnessing the power of the whole company to meet their goal of delivering frictionless customer service that spans from physical stores to digital channels. In this session, you will hear how Meijer uses ServiceNow to improve their customer care agent experience, drive efficiency, and deliver a higher level of care.
ServiceNow's Impact of AI on Future Skills Forecast, annual report
K25 marks the third annual release of ServiceNow’s Future Skills Forecast, in partnership with Pearson. This session will showcase how Agentic AI and emerging technologies will reshape skills, tasks, and roles in the next five years. The data analyzes 12 key markets, 10 industries, and 12 job roles within the ServiceNow ecosystem. New insights emphasize Responsible AI, governance, and accountability. Join us for an executive summary of the latest report, AI Maturity Index, and research on AI governance to support your AI-augmented workforce.
Dev tools are better together, ServiceNow Studio and Now Assist for Creator
Join the product teams for ServiceNow Studio and Now Assist for Creator to see how they work together to accelerate your productivity as a ServiceNow Developer. Not just for creating and updating records anymore! See how these tools help you get an understanding of your apps, so you can know what and how to change the right parts of the application faster and easier.
Elevate your ServiceNow code: GlideQuery and GraphQL essentials for pros
Ready to take your ServiceNow coding skills to the next level? Join us for an exciting session where we dive into the power of GlideQuery and GraphQL. Discover how GlideQuery can simplify your server-side scripting within ServiceNow with intuitive JavaScript integration, enhanced error handling, and performance optimization. Learn how GraphQL can revolutionize your client-side development with precise data retrieval, unified APIs, and seamless third-party integration. This session is packed with practical tips. Don’t miss out on this opportunity to elevate your code and impress your peers!
Empowering employees: Schneider Electric delivers seamless EX across borders
What if you could significantly reduce HR ticket resolution times and dramatically increase employee self-service adoption while still driving down operational costs? Schneider Electric did just that with ServiceNow HRSD, achieving faster resolution and higher self-service adoption. This session explores their journey to standardized processes, highlighting the resulting improvements in efficiency, cost savings, and employee satisfaction.
Less frustration, more innovation: ServiceNow Studio’s power in action
Happy developers are effective developers—and our team’s story proves it. This session will walk you through how adopting ServiceNow Studio transformed our developers’ workflow, increasing satisfaction and productivity. With features like effortless scope management, robust code/file search, streamlined file navigation, and update set consistency in a unified development environment, our team was able to shift focus from routine frustrations to meaningful work. Join us as we share how these tools not only improved efficiency but also created a happier, more empowered development team.
Solution Keynote: CRM
With the explosion of AI, there is a generational shift in the way companies are selling to and serving their customers. Over 80% of leaders say they plan to adopt AI in customer-facing efforts, but most don't know where to start. Join this session to learn more about ServiceNow's CRM solution is driving faster resolution time, lower case volumes, reduced costs and greater customer loyalty. You'll see the latest innovations from Customer Service Management, Field Service Management and Sales & Order Management and learn how to put AI to work for your customers.
Solution Keynote: Customer Success
How are industry-leading organizations ensuring their technology investments are successful? Discover how ServiceNow customers are fast-tracking success and maximizing the full power of the ServiceNow Platform through AI agents and human expertise.
Solution Keynote: Data and Analytics
The AI revolution presents a critical challenge–AI is only as effective as the data it can access and act on. Join us to discover how ServiceNow’s Workflow Data Fabric is changing the game for enterprise AI by connecting to any enterprise data, surfacing and automating process bottlenecks, reducing costs up to 70% with single-platform integration and automation. You'll hear from our customers about how they are developing and deploying AI agents that can autonomously resolve service issues, handle customer requests, and optimize operations.
Solution Keynote: Core Business Transformation
Business leaders, such as CFOs, CPOs, and CHROs, face growing pressure to reduce costs, simplify operations, and provide better visibility to information that empowers their teams to elevate business results. In this session, discover how ServiceNow’s AI-powered platform revolutionizes business services across key functions like HR, procurement, and finance. By leveraging ServiceNow AI Agents, high value employees focus on the most impactful work, cutting cycle times and producing hard dollar savings. Workflows deploy in months, while reducing reliance on legacy and point solutions.
AI & Public Sector - ServiceNow’s Vision for the Public Good
Join us in shaping the future of public service. This session will explore how AI agents can accelerate mission attainment and efficiency within government operations. We’ll present examples of cutting-edge technology deployments from the private sector, with practical strategies for adapting them to public sector contexts. This session will help you deliver exceptional results under tight timelines and budgets while addressing critical government challenges.
Industry Keynote: Healthcare and Life Sciences
Life sciences organizations are ready to take meaningful action, accelerating drug discovery, transforming clinical trials, and advancing real-world evidence generation. Discover how ServiceNow’s AI Agents are redefining how these companies work across clinical operations, risk and security, research and development, and beyond. Hear from a global pharmaceutical leader on how they are unlocking new efficiencies, breaking down silos, and reducing costs, all in the interest of creating a healthier tomorrow.
Solution Keynote: IT
Enterprise IT is quickly becoming more autonomous and is poised to change how we plan, implement, and experience IT. Autonomous IT allows us to move from reactive to preventive and even self-healing operations. For IT executives, this is a generational opportunity to align IT's evolution with business outcomes while remaining in complete control. In this session, you will hear about our latest innovations and hear from a customer who is seeing results by using AI agents to drive efficiency, resilience, and innovation. You will also see how ServiceNow solutions put AI Agents to work in IT.
Industry Keynote: Manufacturing
Manufacturers are eager to move beyond discussions of innovation and take real action. The manufacturing landscape is changing quickly as AI and automation are driving game-changing breakthroughs, whether it's optimizing commercial operations, engaging frontline workers, or realizing the potential of the digital factory. In this session, discover how ServiceNow is putting its AI Agents to work for manufacturers. Hear from Stellantis on why they selected us as their trusted digital transformation partner to help unlock their full potential
Solution Keynote: Risk and Security
AI is changing the way we work, driving innovation and new revenue opportunities for organizations worldwide. ServiceNow is at the heart of this evolution, enabling efficient and confident adoption of AI. In this session, you will learn how the AI agents in the ServiceNow AI platform for business transformation can help CISOs and their security and risk teams secure the future of the organization, accelerating responsible AI use cases for a more resilient and profitable business.
Industry Keynote: Technology, Media, and Telecom
Technology, media, and telecom companies are the heart of the digital economy—building the infrastructure and services that connect people and businesses that shape everyday lives. Navigating rapidly changing markets while meeting the ever-evolving customer demand for digital-first experiences requires constant innovation to capture new opportunities and create value. Hear from leading TMT companies and their visions for an AI-first ecosystem—one poised to revolutionize experience, unleash operational efficiency, and unlock growth with automation.
From siloed to seamless: How CRM is shaping the future of tech providers
Put AI to work and transform your tech provider's journey into a profitable anything-as-a-service business. In a rapidly evolving and competitive landscape, leveraging AI to drive growth, lower costs, and reduce risk requires seamless workflows across the entire XaaS value chain. Join us to hear from industry leaders as they share insights and strategies for harnessing AI to power the future of XaaS growth. Get inspired to unlock new possibilities - and stay ahead.
Spotlight on the Telecom industry
Put AI to work to drive innovation and growth in telecom. In this new era, success depends on a digital-first foundation that connects people, processes, and data to accelerate transformation. AI empowers telecom providers to optimize operations, enhance customer experiences, and unlock new opportunities. Join leading Telcos as they share their vision for the future—a future fueled by AI and digital optimism. Discover how to stay ahead in a rapidly evolving industry and transform your entire service lifecycle with AI at the center.
Delivery team roles and responsibilities; Who is in charge of what?
Demystify who should be in charge of what by defining clear roles within your delivery teams, regardless of which delivery methodology you subscribe to. Be it agile, waterfall, hybrid, extreme programming, or other, having clearly defined lanes for each member of your delivery team ensures success. Stop wasting time duplicating efforts and increase customer satisfaction for your delivery when nothing falls through the cracks.
AI Agents in HR: Smarter workflows, stronger governance
Discover how ServiceNow's AI Agents revolutionize HR by automating workflows, enhancing employee self-service, and enabling smarter talent decisions. Learn practical strategies for implementing governance frameworks that ensure responsible AI deployment, balancing innovation with compliance and data security. Join us to explore how AI agents can streamline HR operations and empower employees, all while future-proofing your organization.
Finance and Supply Chain: Transform operations with the ServiceNow AI Platform
Few areas of business have faced more pressure to transform than the finance, procurement, and supply chain teams. Yet most are stuck managing these critical functions with manual activities and disconnected processes that sit on the same old silos of point technologies and costly legacy systems. Learn how ServiceNow is simplifying how to purchase products and services, replacing forms to fill with AI-guided conversational intake, streamlining collaboration across supply chains, and ensuring payments are accurate and on time - all using a single AI platform for business transformation.
How USI is increasing productivity and efficiency with AI Agents for ITSM
In today’s fast-paced business environment, organizations face mounting pressure to optimize efficiency while delivering exceptional employee experiences. Join us as we showcase how USI made their IT service management more strategic by increasing productivity, self-service, and deflection rates, while improving the employee experience with the help of Generative AI. In this session, you’ll learn the following: 1\. Why they chose Now Assist for ITSM 2\. How easy it was to implement 3\. How the ROI allows us to be more strategic 4\. What’s next? (AI Agents)
Now on Now: Our personalized AI Assistant for the enterprise
At ServiceNow, we know today’s workforce needs AI that securely streamlines daily tasks, automates workflows, and delivers instant, context-aware insights. That’s why we said goodbye to traditional search and redefined the way employees, customers, and partners get work done with an enterprise-grade AI assistant. Join us to see how our AI assistant platform transforms productivity, reduces friction, and drives more intelligent decision-making across the enterprise
PayPal: From HRBPO to in-house, redefining HR with methodology-based improvement
Join this session to learn how PayPal is leveraging Lean Six Sigma principles to standardize HR processes and enhance employee experience. By transitioning from an outsourced-driven to an in-house HR model, they're building on their success with the Employee Central portal and HRSD-powered case volume reduction. Learn how PayPal plans to handle Tier 1 cases internally using agent-facing knowledge for improved knowledge transfer. Tune in to discover how you too can reimagine your HR model for greater resourcing capacity and tangible value outcomes.
Power AI-driven workflows with Zero Copy Connectors
Discover how ServiceNow’s Zero Copy integration provides seamless access to data without duplication from Databricks, Snowflake, BigQuery, and more—made possible by our partnerships. Discover how our Zero Copy connectors, part of Workflow Data Fabric, unify data to fuel AI Agents with real-time insights. You'll learn about best practices, access control, and direct Glide integration—all without replication.
Transforming HR Service through thoughtful HR Service Delivery implementation
Learn how the Lennar team rapidly transformed HR services with a thoughtful delivery strategy. We focused on key enablers of success through a phased approach, emphasizing knowledge, portal design, and seamless interactions through services and targeted, personalized notifications. In our first year, we will move from limited measurement capabilities to achieving 90% CSAT and 90% SLA delivery timeliness while consolidating services to a 1Lennar approach. Discover how we achieved these outcomes and how you can apply similar strategies to drive transformation in your organization.
Unleashing AI operations: Empowering Enterprise transformation
As an application owner, which would you like the serenity that comes with knowing that 90% of your events, alerts and incidents are detected and remediated before becoming a Major Incident, 50% of detected those events have an automation component associated with the remediation, and that you have realized a 25% reduction in your Mean Time to Detect (MTTD) & Mean Time to Resolve (MTTR)? At USAA, we are adopting more effective IT Event Management Pipeline (EMP), Event Best Practices, and end-to-end AIOps Process while setting ambitious goals to meet AI Operations targets!
Who let the agents loose? Managing AI autonomy in the enterprise
As AI agents grow more autonomous and seamlessly integrate into workflows, organizations must look beyond the technology itself. This Think Big discussion will prompt the audience to explore the broader implications of Agentic AI and consider key questions, including: What new possibilities emerge when these agents take on more responsibility? How will workforce roles evolve, and what new workforce skills will be required? What are the challenges and opportunities of change management? And how do we navigate critical concerns like data privacy and regulation?
Mastering AI governance to accelerate AI outcomes
In the fast-paced world of AI, ensuring robust governance is crucial to unlocking AI outcomes in the enterprise. Join us in this session as we delve into how organizations can align any AI with business goals, streamline implementation workflows, measure real impact, and enforce compliance—all from a single platform. Gain insights into how to build trust to achieve velocity at scale, establish proactive guardrails, and accelerate value delivery while managing risk. Whether you’re an emerging AI Center of Excellence or a seasoned Technology veteran, learn strategies to master AI governance and lead your organization into the future of intelligent innovation.
Accelerating with Partners: The Engine Behind Your Transformation
Behind every successful transformation is a force multiplier: a partner who knows your business as well as their own. From deep industry knowledge to hands-on platform expertise, they know how to architect scalable business transformation, purpose-built to turn ambition into action. Join Erica Volini for a step-by-step process of working with partners, and see how the combination of the ServiceNow platform and partners drives faster time to value, smarter innovation, and better business outcomes—at scale.
Empower the CISO’s organization with AI Agents
Enabling your security teams to combat escalating cyber threats and leverage emerging technologies like AI Agents is crucial for business success. Explore how ServiceNow's Now Assist for Security Operations can revolutionize your security approach, empowering your CISO's organization to navigate the complex cyber landscape with confidence and resilience.
Goodbye digital transformation, hello AI-first business transformation
Perhaps we got digital transformation wrong this whole time. Instead of focusing on the transformation part, we did a lot less transforming and a lot more digitalization. Instead of seeing digital as a new paradigm for our business, we over-indexed on digitizing legacy models and processes and modernizing our existing organization. The intelligence revolution means we need to challenge our fundamental assumptions about how we think about our business, how we work, and how we measure success. This session will explore how enterprise wide transformation.
Day 2 Keynote: Uniting AI, data, and workflows across every corner of your business
Where’s the AI utopia we were promised? It’s a question many are asking—and in this keynote, we’ll show you the answer. Join Amit Zavery, ServiceNow CPO and COO, for a real-world look at how AI is transforming work today, not someday. Hear from customers and product leaders as they reveal how ServiceNow unites AI, data, and workflows on a single, enterprise-grade platform—delivering speed, scale, and real results.
Reimagining urbanization: The role of AI in building smart cities of the future
Smart cities are redefining urban living through AI, IoT, and real-time analytics—but resilience is key. As rapid urbanization and climate events intensify, governments and businesses must collaborate to optimize resources and strengthen infrastructure. ServiceNow accelerates this transformation with a workflow data fabric, AI-driven solutions, and cross-sector innovation. This session explores research and case studies from EMEA and APAC, showcasing how ServiceNow powers smarter, more connected cities.
The transformation imperative: Building your own credibility in the AI era
IT leaders have been under pressure for decades to show value to the business. Historically that has come in the shape of cost-out and productivity targets. But no longer. This is the moment IT leaders have been waiting for. Technology has matured to enable true cross-functional collaboration that drives tangible, measurable, real-dollar value to their organization. Leaders can solve real business challenges, build trust with colleagues across the organization, create momentum and become true change agents in service of their brand. Advances in AI capabilities (agents, text-to-code, knowledge creation, case summarization, RPA, process mining, etc.) now provide a suite of tools that enable colleagues to go faster, do more with less, and reduce operational cost. Join this Think Big discussion where Kevin Barnard, Deputy Chief Innovation Officer, who enabled regulatory compliance for a major financial institution using the Now Platform prior to joining ServiceNow, shares why building credibility across the organization is an imperative in the AI revolution.
Transforming Operations: Bosch's Journey to Enterprise-Wide Integration
Join this session to learn how Bosch, a leading global supplier of technology, leveraged ServiceNow to transform its operations- from global business services to digital services. Discover how its enterprise-wide integration of, global business services (GBS), IT, and Operational Technology (OT) Service Management led to increased efficiency, cost savings, and a robust ecosystem driven by automation and AI. You'll hear directly from a Bosch executive about key lessons in cross-platform adoption and the strategies that drove these remarkable results!
3 Ways to Accelerate Quoting, Contracting, and Renewals
Join this session to learn how you can use ServiceNow Sales and Order Management to make it faster and easier for your sales reps to create compliant quotes. We’ll show you how leading brands use ServiceNow to create a centralized product catalog that powers sales interactions, simplify the quoting experience for sellers, and seamlessly pass details downstream to order fulfillment. You’ll leave with practical tips to reduce your time to quote, order fallout, and revenue leakage.
Bath and Body Works and Vail Resorts: Empowering Seasonal Workers for Success
In the fast-paced world of retail and hospitality, seasonal workers are essential to meeting peak demand. Join Bath & Body Works and Vail Resorts for an insightful discussion on how ServiceNow transforms seasonal worker experiences through streamlined onboarding & offboarding. With personalized touchpoints and automated tasking, discover best practices for attracting and retaining talent, driving efficiency, and mitigating risk – ensuring both employees and the business thrive during the busiest seasons. Don’t miss this session to learn how your organization can become the employer of choice!
Elevate Field Operations: Simplify, Automate, and Collaborate
Explore how Field Service Management can help simplify resource allocation, automate repetitive tasks, and facilitate third-party collaboration. In this session, you will learn about specific features of Field Service Management and how they can help you drive workforce productivity and improve service delivery, empowering teams to exceed customer expectations.
Optimize exposure management with Security Posture Control
Organizations struggle to get visibility into asset exposures consisting of unmanaged assets and security tool coverage gaps and also invest time in fixing low-impact vulnerability exposures or misconfigurations due to lack of visibility into available security controls or mitigations. Learn how Security Posture Control helped Federal Home Loan Bank of New York gain insights into the coverage and configuration of their security tools, automate workflows to fix any gaps, and prioritize vulnerabilities by using intelligence on security controls such as endpoint protection.
Put AI to work for Life Sciences with ServiceNow and Merck
Life Sciences leaders are consistently faced with pressure to bring life-saving treatments to market safely and efficiently. ServiceNow’s AI platform for business transformation helps remove the complexity around this difficult process, allowing scientists to focus on science in the lab, further streamlining other company operations. Join this session to hear how global biopharmaceutical leader Merck is partnering with ServiceNow to innovate their Operational Technology (OT) Management processes.
Solution Keynote: ServiceNow AI Platform and App Development
AI is only as powerful as the platform it’s built into. That’s why the ServiceNow AI Platform is designed to help organizations lead through this AI revolution—with out-of-the-box and custom AI Agents, built-in governance, and the ability to connect legacy apps into agentic workflows. You’ll hear from Canada Life on how they’re putting this into action—boosting productivity and driving transformation at speed.
Innovate without compromise: the right platform deployment and security options for you
Innovation is only as good as the environment it operates in. Customers in highly regulated industries must ensure compliance regulations are met regionally, before setting out on innovation journeys. ServiceNow proudly offers degrees of sovereignty; from cloud deployment options to platform security enhancements, designed to meet customers where they are. Attend this session to find out more about your sovereignty choices -- and how to innovate with confidence, and without compromise.
Now on Now: AI agents – the smarter, faster, and more autonomous future of IT #2
AI-powered automation is redefining IT operations, making businesses more agile, efficient, and self-sustaining. In this demo session, discover how AI agents proactively resolve issues, streamline workflows, and revolutionize IT service delivery—creating a frictionless digital ecosystem for your enterprise.
Modern Methods of Building Service Maps
This lab explores modern service mapping methods that accelerate and simplify map creation. Participants will learn how to use Tag-Based Service Mapping to build service maps automatically from cloud and Kubernetes metadata, and how ML-Based Service Mapping infers service boundaries using CMDB and Discovery data. The session will cover how to refine machine learning suggestions and combine these approaches with traditional mapping to improve accuracy and resilience in dynamic environments. Key Learnings Service Mapping CMDB
Streamline DevOps with SRM: Achieving cost efficiency and operational excellence
Albertsons DevOps team moved notification and paging services from PagerDuty to ServiceNow resulting in hard cost savings by eliminating 800 licenses. Other benefits include streamlining product lifecycle, eliminating redundant processes, reducing complexity, and enhancing security with Service Reliability Management. Governance also increased by enforcing the use of existing services from the CMDB and requiring new teams to be created by an administrator. This approach ensures consistency, control, and compliance across DevOps activities which fortified the security and reliability.
Health and Safety roadmap: Redefining workplace safety with AI and automation
Are you ready to revolutionize your health and safety operations? Join the ServiceNow product team as they unveil the latest roadmap that will reshape how organizations manage employee safety and wellbeing. Explore cutting-edge innovations designed to streamline safety processes, enhance operational efficiency, and foster a proactive culture of safety. Discover how AI-powered tools and automation will empower your team to manage incidents, reduce risks, and make data-driven decisions to protect your employees' wellbeing.
Building for the future: A blueprint for success with Workplace Service Delivery
Get ready to hear how a $60 Billion insurance company in the City of London transformed their relocation journey by leveraging Workplace Service Delivery and Impact to help deliver a successful move to their iconic new headquarters. By embracing their purpose at the heart of the transformation they streamlined operations and improved resilience. Using real-time data from people and temperature sensors, they improved the employee experience, and enabled data-driven decision-making. Learn how their PIC Now App, built on Employee Center was instrumental in turning complexity into simplicity.
Enhance employee wellbeing with a unified health and safety experience
Discover how to prioritize your most valuable asset—your people—by enhancing wellbeing and driving efficiency through seamless health and safety experiences. Learn how streamlining and automating critical safety processes can help reduce costs and create a safer, more positive work environment. Plus, hear from The European Bank for Reconstruction and Development about how they’ve successfully leveraged ServiceNow to improve worker safety and boost operational efficiency.
From forklifts to coffee machines: Elevate facilities management with ServiceNow
Join us for an engaging session with Accenture as they share how they transformed their facility and asset life cycle management processes with ServiceNow, streamlining room and asset reservations and boosting employee satisfaction. You’ll hear the amusing tale of tracking Nespresso machines and get a glimpse into their future vision with Generative AI. Walk away with a deeper understanding of how ServiceNow’s AI-driven approach to facilities management optimizes end-to-end real estate and asset lifecycles, reduces downtime, and enhances operational efficiency.
Proactively manage and streamline Health & Safety experiences
In this hands-on lab, you’ll be guided through best practices for configuring and implementing Health and Safety to effectively manage workplace incidents and risks. Using purpose-built properties and flexible configuration options, you’ll learn how to tailor the solution to your organization’s needs, ensuring a fast-paced, scalable implementation. By the end of this lab, you’ll be equipped to stay aligned with evolving safety regulations and proactively manage health and safety needs across your organization.
Using Workplace Service Delivery to enable return to office at U.S. Bank
With Return to Office becoming a reality at the beginning of 2024, U.S. Bank realized it did not have the technology in place to help support our employees with the transition. We Now have over 25 hub sites available for placing reservations across desks, offices, and conference rooms. Employees can Now make recurring reservations, view restricted floors, or reserve on behalf of colleagues from Employee Center and Now Mobile. Additionally, employees can get step-by-step walking instructions to find their reservations via Now Mobile!
Workplace Service Delivery roadmap: Modernizing workplace experiences and operations with AI
Learn how AI is reshaping workplace operations and employee experiences in practical, measurable ways. We'll walk through upcoming innovations that help you reduce costs, improve space utilization, and create better workplace experiences. See how ServiceNow is embedding AI across Workplace Service Delivery to help you stay ahead of facilities issues, match workspace to how people actually work, and make data-driven decisions about your real estate investments.
Leveraging Agentic AI to supercharge core business operations
Join us for a roundtable session to discuss how AI can transform Business Operations. You'll have the opportunity to engage with leaders like you to discuss how AI drives innovation, creates measurable impact, and demonstrates the value of core business operations. We will share a perspective of AI in shared services and the role of ServiceNow in driving and measuring enterprise-wide business operations. Come ready to share insights and collaborate in this workshop-style session focused on maximizing the potential within your organization.
Transforming HR, Procurement, Finance and Operations with ServiceNow
Explore how CEMEX’s Global Enterprise Services (GES) is broadening its scope beyond IT to streamline HR, procurement, finance, and operations. This session highlights how ServiceNow’s AI Platform supports over 43,000 employees, 60,000 suppliers, and 50,000 customers across 60 countries. Discover how GES implemented a Shared Services Architecture to integrate multiple platforms to deliver a unified experience for employees, customers, and suppliers. Gain practical insights into fostering stronger partnerships between IT and business to achieve tangible results in global enterprise operations.
HRSD roadmap: Supercharge the future with new AI, HR, and Talent innovations
Join the ServiceNow product team as they unveil the cutting-edge roadmap for revolutionizing the employee experience. Explore groundbreaking AI, HR, and talent innovations designed to supercharge productivity, streamline processes, and transform employee experiences. Discover how AI agents will help your people work smarter, faster, and more efficiently.
Visa: AI-powered HR experiences for everyone, everywhere
Don't miss this session on how Visa is putting AI to work for advisors and HR support teams across their organization. With Now Assist for HR, employees can easily find answers through a frictionless portal experience, while transactional tasks are eliminated for agents with case summarizations, automated resolution notes, and knowledge article generation right at their fingertips. Visa isn't just improving experience – they're creating smarter, more resilient operations. Join us to envision how AI can empower meaningful, high-value work at your organization too.
Amazon Business teams up with ServiceNow to automate the business buying process
Streamline the business buying process through the integrated power of Amazon Business and ServiceNow®. This session discusses how their collaboration connects key Amazon Business features—Integrated Search and Ordering, Punchout, and Hosted Catalogs—directly within the ServiceNow Sourcing and Procurement Operations solution. Learn how to effortlessly search and select products, manage approvals, and ensure compliance with organizational buying policies, all within the ServiceNow environment.
ServiceNow IRM journey to 360 view on risks and controls
HEINEKEN's journey to simplify and integrate GRC tools with ServiceNow IRM. This session covers challenges, opportunities, and key highlights like value outcomes, E2E GRC processes, integrated dashboards, user-centric tooling, and flexibility
Taming the Octopus: Managing all of the arms of your integration strategy
Join us for an insightful session where we dive into the best practices for managing the myriad of integrations within your ServiceNow environment. This presentation will guide you through the complexities of integration strategies, helping you make informed decisions on which integrations to use and when. Whether you’re grappling with multiple systems or looking to streamline your processes, this session is designed to provide you with the tools and knowledge to master your integration landscape. If you’ve ever wondered, “How do I decide what integration to use?” this session is for you!
Stream Connect: Revolutionizing Real-Time Data Streaming
Learn how to link your your ServiceNow instance to external systems and Apache Kafka environments to enable real-time data streaming with Stream Connect for Apache Kafka. Join us as we walk through a demo showcasing how customers use it to meet compliance and regulatory needs. Stream Connect's always-on, scalable solution addresses the drawbacks of ingesting high volumes of event streaming data that you encounter with traditional integration technologies, ensuring real-time data integration for quick issue resolution. Learn how this can transform your data management and drive efficiency.
AI-Augmented workflows: Enterprise transformation without endless timelines
In today's fast-paced digital ecosystem, organizations must rethink their workflow strategies to remain competitive. This session explores how AI-driven automation and GenAI-powered process intelligence can optimize ServiceNow workflows, reduce operational bottlenecks and enhance cross-functional collaboration. We will showcase real-world implementations where AI has streamlined ITSM, SecOps and Customer Service workflows, delivering tangible business outcomes.
Data and Analytics Roadmap: The future of AI with Workflow Data Fabric
AI agents are only as good as the data and insights they have access to. ServiceNow’s Data and Analytics capabilities unify data, workflows, real-time analytics, and automation on the Now Platform to fuel AI Agents with the insights they need to take intelligent action across every corner of the business. Join us for this in this roadmap session to deepen your understanding of ServiceNow’s Data and Analytics strategy and hear about how these innovations can transform your business. Learn about the latest enhancements to WDF, RaptorDB, our analytics capabilities, and more.
Workflow Data Fabric Roadmap & Strategy
Workflow Data Fabric is a native data and automation orchestration layer built into the ServiceNow Platform that puts your data to work. Power all your workflows, AI agents and analytics with real-time access to data from any source, all without leaving ServiceNow’s single, scalable platform. Join this session to learn about the latest and upcoming Workflow Data Fabric innovations that will help you navigate enterprise data complexity, enrich workflows and automate across any system and data source with end-to-end governance.
ServiceNow Lens - let your computer screen work for you!
ServiceNow Lens is a visual assistant designed to seamlessly monitor any part of your screen—or the entire screen—and automatically execute preconfigured actions. Ideal for ITSM use cases and beyond, ServiceNow Lens can detect alert/error messages in real-time, raising incidents instantaneously. It ensures round-the-clock application and dashboard monitoring, autonomously taking the right actions to keep your operations running smoothly. Come join an engaging discussion on how ServiceNow Lens can help boost business productivity.
Knowledge After Party
Join us to celebrate an incredible week at the Knowledge after party. Food, drinks, and an epic concert with GRAMMY® winners Leon Bridges and headliner Gwen Stefani.
Knowledge After Party
Join us to celebrate an incredible week at the Knowledge after party. Food, drinks, and an epic concert with GRAMMY® winners Leon Bridges and headliner Gwen Stefani.
Knowledge After Party
Join us to celebrate an incredible week at the Knowledge after party. Food, drinks, and an epic concert with GRAMMY® winners Leon Bridges and headliner Gwen Stefani.
Knowledge After Party
Join us to celebrate an incredible week at the Knowledge after party. Food, drinks, and an epic concert with GRAMMY® winners Leon Bridges and headliner Gwen Stefani.
Knowledge After Party
Join us to celebrate an incredible week at the Knowledge after party. Food, drinks, and an epic concert with GRAMMY® winners Leon Bridges and headliner Gwen Stefani.
Knowledge After Party
Join us to celebrate an incredible week at the Knowledge after party. Food, drinks, and an epic concert with GRAMMY® winners Leon Bridges and headliner Gwen Stefani.
Knowledge After Party
Join us to celebrate an incredible week at the Knowledge after party. Food, drinks, and an epic concert with GRAMMY® winners Leon Bridges and headliner Gwen Stefani.
Knowledge After Party
Join us to celebrate an incredible week at the Knowledge after party. Food, drinks, and an epic concert with GRAMMY® winners Leon Bridges and headliner Gwen Stefani.
Knowledge After Party
Join us to celebrate an incredible week at the Knowledge after party. Food, drinks, and an epic concert with GRAMMY® winners Leon Bridges and headliner Gwen Stefani.
Knowledge After Party
Join us to celebrate an incredible week at the Knowledge after party. Food, drinks, and an epic concert with GRAMMY® winners Leon Bridges and headliner Gwen Stefani.
Knowledge After Party
Join us to celebrate an incredible week at the Knowledge after party. Food, drinks, and an epic concert with GRAMMY® winners Leon Bridges and headliner Gwen Stefani.
Knowledge After Party
Join us to celebrate an incredible week at the Knowledge after party. Food, drinks, and an epic concert with GRAMMY® winners Leon Bridges and headliner Gwen Stefani.
Knowledge After Party
Join us to celebrate an incredible week at the Knowledge after party. Food, drinks, and an epic concert with GRAMMY® winners Leon Bridges and headliner Gwen Stefani.
Knowledge After Party
Join us to celebrate an incredible week at the Knowledge after party. Food, drinks, and an epic concert with GRAMMY® winners Leon Bridges and headliner Gwen Stefani.
Knowledge After Party
Join us to celebrate an incredible week at the Knowledge after party. Food, drinks, and an epic concert with GRAMMY® winners Leon Bridges and headliner Gwen Stefani.
Knowledge After Party
Join us to celebrate an incredible week at the Knowledge after party. Food, drinks, and an epic concert with GRAMMY® winners Leon Bridges and headliner Gwen Stefani.
Knowledge After Party
Join us to celebrate an incredible week at the Knowledge after party. Food, drinks, and an epic concert with GRAMMY® winners Leon Bridges and headliner Gwen Stefani.
Transform finance and supply chain with AI agents
Join Kirsten Loegering, head of product for Finance and Supply Chain Workflows, to learn how we're putting the ServiceNow AI platform for business transformation to use across procurement, finance, and supply chain processes. Hear how customers eliminate manual work and deploy easy-to-use processes that orchestrate work across teams. You'll also get a preview of key new innovations that will save you money and simplify work within the finance department.
A View from Washington, D.C.: A Fireside Chat with Former Chief of Staff to the President of the United States Mick Mulvaney
Join us for an exclusive fireside chat featuring Combiz Abdolrahimi, ServiceNow's Vice President and Global Head of Government Affairs and Public Policy, and Mick Mulvaney, former Member of Congress, Special Representative to Northern Ireland, Director of the Office of Management and Budget, and White House Chief of Staff. Secure your place to gain an insider’s perspective on how the current U.S. Administration may impact regulations, technology, artificial intelligence, and digital transformation.
Revolutionizing Pfizer’s Fleet Management with automation and insights
Discover how IBM transformed a manual, month-long Fleet Management process into an automated solution. By centralizing data and introducing a vendor portal, the system automates quarterly data consolidation, validation, and reporting—saving time and eliminating errors. Vendors manage uploads with error handling, while the Fleet team oversees approvals easily. With seamless Snowflake integration, approved data flows directly into reporting systems, providing real-time visibility and actionable insights. Join us to learn how this approach drives efficiency and smarter decisions.
Turn words into action with the art of Prompt Engineering
Dive into the fascinating world of prompt engineering and discover how it acts as the vital bridge between user intentions and AI capabilities. In this lab, we will use the Now Assist Skill Kit to build custom prompts as we explore why even the most advanced AI models can fall short without precise and thoughtful prompting.
Speakeasy customer panel: Getting out from under legacy HR tools to drive organization-wide efficiency
In this unique, interactive experience, a panel of your peers will have an open and honest discussion about why they chose to switch from a legacy HR-centric application to ServiceNow. Speakeasy panelists will cover a range of topics, including implementation, lessons learned, quantifiable business benefits, innovation opportunities, how they're optimizing their investment in ServiceNow, lessons learned, and more. This informal session will not be recorded or broadcast, so don’t miss your opportunity to attend.
Speakeasy customer panel: What to do when you outgrow your ITSM tool
In this unique, interactive experience, a panel of your peers will have an open and honest discussion about why they chose to switch from a legacy ITSM and ITOM application to ServiceNow. Speakeasy panelists will cover a range of topics, including implementation, lessons learned, quantifiable business benefits, innovation opportunities, how they're optimizing their investment in ServiceNow, and more. This informal session will not be recorded or broadcast, so don’t miss your opportunity to attend.
Lead Boldly: Light the Path! Power Panel Luncheon
Authentic leadership is a powerful force for change, shaping workplaces and inspiring future generations of women leaders. This dynamic panel discussion brings together trailblazing women who have embraced authenticity in their leadership journeys to drive impact, foster inclusivity, and empower others. Panelists will share personal stories, lessons learned, and strategies for navigating challenges while staying true to their values. Together, we will explore how authenticity fuels mentorship, sponsorship, and the creation of pathways for emerging leaders. Attendees will leave with actionable insights on how to lead with purpose, uplift others, and create a legacy that lights the way for the next generation of women leaders. _Lunch will be served from 11:30am-12:00pm, the panel discussion will take place from 12:00pm- 12:45pm. Please note select 'save my seat' to reserve your seat at the luncheon, seating is limited. The meal is not prepared in a nut-free facility. Vegan meals will be made available, upon request._
ServiceNow University: Best practices to create your team’s training roadmap
Research shows that skilling your teams is a key driver of digital transformation success. Learn how ServiceNow University empowers you to prioritize, track, and address skill gaps, leading to a three-year ROI from your training investment of over 500%. In this session, customers will discover the complete range of resources and tools provided by ServiceNow University, including access to a personalized online training planner for your team.
Designing user experiences powered by Workflow Data Fabric
Curious how Workflow Data Fabric can transform your processes? This interactive workshop puts you in the driver’s seat. Our team of specialists, who have been immersed in Workflow Data Fabric since its launch, will guide your through collaborative process design exercises that showcase its performance potential. By sampling real-world use cases, you’ll see how Workflow Data Fabric integrates data, empowers AI agents, and streamlines operations, giving you the tools to drive efficiency and innovation in your organization.
You & I Builder Live: Live!
Get ready for a rollercoaster of UI Builder madness in the second ever LIVE "You & I Builder Live" session! Join Travis and Maria as they embark on a quest to make things work in UI Builder - no promises, just pure live action! Expect memes, fun, and a dash of chaos as we navigate the UI landscape. Will it work? Who knows! But one thing's for sure, it's going to be a wild ride - Buckle up!
Unlocking the new UI builder features - components, presets, and controllers
UI Builder has added a trio of new capabilities that work hand in hand together to unlock the power of ServiceNow front ends. This class covers components, presets, and controllers, brand new capabilities in UI Builder a ties them all together.
Building a killer UI builder experience
Join us for an immersive lab session where you'll learn to build a killer custom application using UI Builder. This hands-on workshop will guide you through the intricacies of the new component building capability, introduce you to the ins and outs of responsive authoring, and showcase the new events mapping features. By the end of this session, you'll have the skills and knowledge to create a robust and responsive solution that stands out. Don't miss this opportunity to elevate your development game and bring your ideas to life!
Ask the Experts: Custom Component Building
Join us for an interactive Ask the Experts session focused on all things Custom Component Building! This is your chance to connect with top industry professionals and get answers to your burning questions. Whether you're looking to deepen your understanding, solve specific challenges, or explore advanced features, our experts are here to help. Bring your questions, ideas, and curiosity, and leave with valuable insights and practical solutions. Don't miss this opportunity to learn from the best and enhance your Custom Component Building skills!
Ask the Experts: Theming and Accessibility
Join us for an interactive Ask the Experts session focused on all things Theming and Accessibility! This is your chance to connect with top industry professionals and get answers to your burning questions. Whether you're looking to deepen your understanding, solve specific challenges, or explore advanced features, our experts are here to help. Bring your questions, ideas, and curiosity, and leave with valuable insights and practical solutions. Don't miss this opportunity to learn from the best and enhance your Theming and Accessibility skills!
Ask the Experts: UI Builder
Join us for an interactive Ask the Experts session focused on all things UI Builder! This is your chance to connect with top industry professionals and get answers to your burning questions. Whether you're looking to deepen your understanding, solve specific challenges, or explore advanced features, our experts are here to help. Bring your questions, ideas, and curiosity, and leave with valuable insights and practical solutions. Don't miss this opportunity to learn from the best and enhance your UI Builder skills!
Lead Boldly: The Career Playbook
As more women step into leadership roles across industries, understanding the journey from early career stages to executive leadership is essential. This panel discussion brings together accomplished women leaders to share insights, challenges, and strategies for navigating career growth. This session will explore key topics such as building confidence, finding mentors, overcoming obstacles, and seizing leadership opportunities. Attendees will gain practical advice, inspiration, and actionable steps to accelerate their professional growth and develop a strong leadership foundation. Whether you are just starting or looking to take the next step, this conversation will equip you with the tools and mindset needed for long-term success.
Customer Success roadmap: Maximize the full power of the Platform
Discover how ServiceNow Impact, our Customer Success product powered by AI agents and human expertise, is helping organizations maximize the full power of the AI platform for business transformation. This roadmap session will explore what's coming for Customer Success and show how Impact provides customers with the support and expertise they need to get to value fast.
Amadeus' Customer Support Transformation:Leveraging ServiceNowCSM for Excellence
Join us to explore how Amadeus leveraged ServiceNow CSM to transform its customer support landscape, driving operational efficiency, harmonizing support processes and delivering exceptional experiences. Amadeus elevated their customer support experience by consolidating customer support tools into single platform - **_ServiceNow CSM_**, brought in industry best practices with outside-in innovation. Discover how the partnership between LTIMindtree & Amadeus established a benchmark for elevating the customer support with seamless collaboration and integrations with ITSM
Performance tuning Stream Connect to scale your business operations
Learn various techniques for tuning your Stream Connect implementation to achieve your business needs. Maximize the performance and learn how to: \* Stream large amounts of data to more efficiently power your workflows, bringing near real time data to deliver all of your business needs. \* Deliver large amounts of ServiceNow data to data lakes for critical reporting purposes. \* Minimize the impact on instance performance by feeding data to your business operations more efficiently. You will walk away with easy to use tools and techniques to make Stream Connect effectively power your business.
Application rationalization with ServiceNow - driving efficiency & AI enablement
As government efficiency mandates cost reduction and regulatory scrutiny, both public and private sectors must look to optimize their IT landscapes. This knowledge exchange will explore how ServiceNow Enterprise Architecture enables application rationalization to streamline operations, reduce technical debt, and enhance compliance. Join our discussion to learn how to leverage ServiceNow's Application Portfolio Management (APM) to assess, consolidate, and modernize applications—creating a solid foundation for AI-driven automation and decision-making.
Stream Connect Alerting - proactively monitor your Stream Connect integrations
Give your Stream Connect admins the ability to proactively monitor their Stream Connect integrations, alert key team members when issues arise, and take actions to minimize disruption. You will learn how to configure, tune, and track Stream Connect related alerts for Consuming/Producing messages, processing messages, replicating messages to your local Kafka and more. After this session, you will be confident that you and your admins are actively aware of the health of your Stream Connect integrations.
Secure your instance
Stay on top of best practices in instance security, performance, and user experience using Instance Scan.
Generative AI: Enhancing enterprise workflows with ServiceNow and Amazon Bedrock
ServiceNow has integrated the Now Assist Skill Kit with Amazon Bedrock to help customers build generative AI applications and enable enterprises to create custom AI skills tailored to their unique business requirements. In this session, learn how to build custom skills that will leverage third party LLMs, such as Anthropic’s Claude, with ease through the use of our new Integration Hub spoke for Amazon Bedrock. And, use this newly created custom Gen AI skill for personalized customer case response by using data-driven personalized emails shaped by customer sentiment.
AI alphabet soup
Are you confused about ServiceNow's AI offerings and how they can help you? Join this session to learn about our tools and what use cases apply to each.
Instance scan
It's a bird, it's a plane, it's instance scan to the rescue. Learn how this unsung super hero can help you monitor your instances and proactively resolve issues.
Enhancing incident response and performance analysis with Log Export Service
Join us for an engaging session focused on the Log Export Service. We'll demo how Log Export Service can enhance your incident response, inform performance analysis, and track user adoption. This is your opportunity to meet with the experts, who can guide you on best practices for utilizing Log Export Service effectively. Don't miss this chance to leverage your questions into actionable insights!
Transforming core business services with Employee Center Pro
This hands-on lab will dive into the transformative power of Employee Center Pro as the front-end experience for all core business processes. Through a series of guided click-through experiences, you'll discover how Employee Center Pro leverages the power of AI to drive self-service and solve complex multi-departmental challenges across HR, Finance, Procurement, Workplace, and IT.
Get more value with ITSM, ITOM, and AI Agents best practices and strategies
Autonomous IT- The Service Operations lab is a hands-on experience to optimize your ITSM and ITOM deployment, including new AI Agent capabilities. Learn best practices, innovative workflows, and automation strategies that enhance service delivery, operational efficiency, and resilience. You’ll gain insights into how ITSM and ITOM work together to create a proactive, data-driven approach to service operations. Areas covered include ITSM processes such as incident, problem, change, and request management and integrating ITOM capabilities like event management, discovery, and AIOps.
Predictive, Generative, or Agentic AI? Find the right fit
Join Prabz Saimbhi, Director of Strategy & Innovation at Thirdera, a Cognizant company, and Praveen Challa, Global Head of ServiceNow at Cognizant, for a small-group discussion on aligning AI types with business needs. This session will focus on when to use Predictive, Generative, or Agentic AI - and importantly, when not to. Bring your use cases and leave with clear direction on the right AI capabilities and ServiceNow solutions for your goals.
360 Exchange: CMDB and CSDM: Deliver exceptional AI outcomes with a trusted data foundation
Ignite informed decision-making on the Now Platform with the Common Services Data Model (CSDM) and Configuration Management Database (CMDB). Learn proven strategies for successful CMDB implementation, including establishing a robust foundation, tailoring the CSDM, and maximizing benefits by driving adoption. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
The future of work: AI, usability & workforce productivity
The workforce is evolving, and so are the tools that empower it. As AI reshapes productivity, forward-thinking leaders must ensure their solutions support the diverse ways employees work. From neurodivergent professionals to those with varying abilities, ServiceNow’s usability-focused features are key to unlocking workforce potential. Come explore how organizations can harness AI to drive efficiency, then supercharge gains by creating a workplace that works for everyone.
One studio to rule them all: Unified development in ServiceNow Studio
Embark on a development journey in ServiceNow Studio to create the "Shire Rest and Relaxation Planner." This lab showcases the power of a unified developer experience, enabling seamless app development across multiple scopes and builders. Design an employee wellness app inspired by the tranquil Shire life, offering users the ability to schedule second breakfasts, plan walking challenges across Middle Earth, and form Fellowships to support wellness goals. Explore the new unified interface, where all development needs are integrated for a truly cohesive and engaging adventure.
Playbook questionnaires: Create guided experiences and add ad-hoc automations
Join this session to learn a whole new way to implement dynamic workflows! The questionnaire activity lets Playbook authors collect arbitrary data that can be used in decision branching to guide users through a decision tree. Combined with our new guided layout experience this feature offers a whole new paradigm for guided troubleshooters. You can also collect arbitrary data to pass along to existing automations reducing the need to create activity definitions. The possibilities are endless!
Protect your sensitive data with access controls
We’ll implement defense-in-depth to prevent unauthorized access to your sensitive records and fields. You’ll receive practical strategies that you can use immediately, as all the tools in this lab require no additional entitlements or licensing. This session will implement various access control features, Allow and Deny ACLs, Query ACLs, Related Record Access and Security Data Filters for protection, as well as routine review and auditing strategies using Access Analyzer.
Simplifying the complex: Use Playbook variants to implement dynamic workflows
Business processes can be complex, but automating them doesn't have to be! Join us to learn how Playbook variants empower organizations to digitize even the most complex processes on ServiceNow's intelligent platform.
Uncovering insights with Process Mining: Optimize and automate your workflows
In this hands-on lab, explore how Process Mining in ServiceNow can be used to analyze, optimize, and automate business processes by leveraging data from your existing workflows. Process Mining provides a visual and data-driven approach to understanding how your processes truly operate, uncovering bottlenecks, inefficiencies, and opportunities for automation. Learn how to capture process data, analyze flow patterns, and derive actionable insights to enhance productivity and streamline business operations.
Unlock your Analytics Superpowers with technical dashboards
Learn how to supercharge your Platform Analytics dashboards and accelerate data-driven decision making in your organization. Discover best practices and techniques for creating powerful, interactive technical dashboards. In this session, we’ll guide you through building custom visualizations and filters while implementing effective technical dashboards in Platform Analytics.
Unraveling the Workflow Automation Suite: A 360° exploration of intelligent tool
In this immersive lab, explore every layer of ServiceNow’s workflow automation suite and gain a 360° view of how each product empowers users to build smarter workflows. Start with Workflow Studio/Flow Designer to construct workflows with subflows, actions, and templates. Use Flow Generation’s GenAI capabilities to auto-generate workflows. Integrate logic with Decision Management and bring workflows to life with Conversational Flows.Visually design workflows using Image to Playbook and Image to Flow.
AI Agent admin experience
ServiceNow’s AI Agents orchestrate work around your organization. Learn about our new Admin Console and improved configuration experience. Get hands on experience configuring in the Admin Console and testing use cases to automate key processes in your organization.
Boost your automation knowledge: Unlock the power of RPA Work Queues and skills!
Join us for an engaging lab session designed to unlock the potential of ServiceNow RPA Work Queues! Explore how work queues streamline automation, enabling efficient task management and prioritization. Learn about ServiceNow RPA Hub's auto-retry logic mechanisms handle failures gracefully without manual intervention. This hands-on experience will equip you with the knowledge to boost productivity. Don’t miss this chance—sign up now!
BotCraft 101: From text to action—Building robots with Now Assist
Unlock the potential of robotic automation in this engaging lab! Join us for BotCraft 101, where you’ll leverage the Now Assist Text to RPA feature to create your first automated robot. Learn how to start with automatically generated workflows and enhance them with custom logic and error handling. We’ll guide you through best practices for refining your robotic processes and ensuring seamless integration with ServiceNow. Note: A laptop with remote desktop connectivity is required for this session.
Modern ServiceNow App Development: build and convert apps in the ServiceNow IDE
Together, we’ll build a fully functional app from scratch using Fluent, ServiceNow’s Domain-Specific Language, defining everything—Business Rules, Tables, Columns, and more entirely as code. You’ll see first-hand how the IDE accelerates app development, from creation to deployment, with streamlined workflows. We’ll walk through converting an existing scoped app into Fluent within the IDE, showcasing how code-driven development can enhance flexibility and efficiency. Don’t miss this opportunity to take your development skills to the next level and transform how you build on ServiceNow!
Builder track - The low code path part 1
On this intermediate path of the Builder Track, you are enticed deeper into the art of app development as you progress into the role of Studio Samurai. Through the new ServiceNow Studio, you’ll wield a variety of low-code tools to craft complex applications to best prepare your team for the challenges that lie ahead in the world of digital innovation. The lab focuses on learning how to navigate Studio to accelerate development, create and manage custom applications, and automate away the mundane from the processes moving forward. And did I mention, we're sprinkling in some NowAssist highlights as well!
Builder track - The low code path part 2
On this final, most advanced path of the Builder Track, you’ll step into the role of Studio Shogun, armed with the full might of ServiceNow Studio to bring the power of AI and automation to your applications. You will learn how to craft secure applications that leverage legacy data to build proactive reports and elevate the niche aspects of your app to achieve the highest potential, helped along with Now Assist's latest features!
Builder track - The no code path
In this entry-level path of Builder Track, you will embrace the spirit of the No-Code Ninja. Using Creator Studio, you’ll learn how to combine your business intelligence with ServiceNow’s no-code development environment to swiftly and deftly create service request applications. This lab will prove to you that no code is needed to wield great power on ServiceNow, no matter if you’re creating forms, programming automations, or managing data!
Conquering Playbook activity UIs: Build delightful experiences in UI Builder
Go beyond the out-of-box activity experiences within Playbook and learn how you can leverage UI Builder to build dynamic UIs that update in real-time in response to a flow.
Mastering Decision Tables: The Secret to Smarter Flows!
Your workflows might struggle to keep up in a world where business decisions move at lightning speed. Discover the game-changing potential of Decision Tables in this lab. Learn to eliminate complex if-else constructs, make data changes without disrupting your flows, and simplify data-driven logic management. Get a sneak peek into what the future holds. Don't miss this opportunity to revolutionize your workflows with decisions.
Automate smarter: Use decision tables in flows, playbooks, and scripts
Unlock the power of Decision Tables in ServiceNow to streamline workflows, automate decision-making, and enhance scripting efficiency. This hands-on lab will guide you through implementing Decision Tables in Flows, Playbooks, and custom scripts, enabling dynamic rule evaluations and reducing complexity in business logic. Learn how to configure, test, and integrate Decision Tables to drive consistency and automation across your ServiceNow environment. Perfect for developers and administrators looking to optimize process logic with low-code solutions.
Elevate customer experience while improving store operations with Retail industry products
In this hands-on lab, explore how ServiceNow’s Retail & Hospitality solutions—Retail Service Management (RSM) and Retail Operations (RO)—enhance the retail experience. Empower store associates, deliver excellent customer service, and provide end-to-end visibility from headquarters to stores. Learn to set up the retail data model with location hierarchy and access controls. Discover how to use the retail portal and new multi-location case features for task management, driving transformation across your retail organization.
Improve MTTR with Now Assist Skill Kit
Use the Now Assist Skill Kit and Data Kit to generate custom skills. The Knowledge Review skill reviews KB Articles and suggests improvements for accuracy, clarity, and usability. The Suggested Knowledge skill proposes augmenting or creating new articles at incident/case closure based on resolution notes. The Just-In-Time Knowledge skill offers troubleshooting suggestions by parsing similar cases, incidents, and articles. By the end of this lab, participants will gain hands-on experience in designing and deploying AI-driven skills.
Launch fast, adapt quickly, and remain agile with Public Sector Digital Services
Join this interactive lab to learn how Public Sector Digital Services and the Now Platform empower public sector customers to deliver on their missions. Participants will leverage ServiceNow tools in conjunction with Public Sector Digital Services to develop a full end-to-end mission process. Learn how to modify a mission-focused playbook and produce actionable recommendations that can be used by internal and external stakeholders.
Workflow Studio: One-stop workflow automation hub empowered with AI
Back by popular demand, the highly rated K24 lab session is here with fresh insights and hands-on exercises! Dive into Workflow Studio to build powerful Playbooks, Flows, Decision Tables, and Triggers in a unified, all-in-one solution. Explore seamless integration with Flow Designer, Playbook Designer, Decision Builder, and the new Trigger Designer, powered by Now Assist for real-time support and GenAI for rapid automation. Collaborate with ease, leverage actionable insights from customizable dashboards. Don’t miss this chance to supercharge your automation skills with Workflow Studio!
ServiceNow’s new Flow debugger: Simplify complex flow troubleshooting
Struggling to debug complex flows? Join us to explore how ServiceNow’s Flow Debugger can make troubleshooting easier and more efficient. You’ll discover practical tips and best practices like setting breakpoints, stepping through subflows, using conditional breakpoints, and leveraging AI for error summarization. Whether you're a developer or admin, you’ll walk away with the knowledge you need to debug large and complex flows quickly and confidently. Key Takeaways: Best practices for debugging flows Debugging complex flows with practical tips AI error troubleshooting recommendations
Master your workflow: Hands-on lab with Now Assist for Creator
Unlock the full potential of Now Assist for Creator! This lab offers you the chance to actively engage with the latest AI features. Discover how skills like App, Flow and Form generation can streamline your development process and explore additional cutting-edge tools like automatic test generation and app summarization. Whether you're an experienced developer or just starting out, this session will equip you with the skills to make developing more intuitive and efficient. Join us to master your workflow and develop smarter, not harder!
Accelerate case resolution and HR productivity with AI Agents
Discover how AI agents can streamline case resolution, supercharge HR operations, and deliver more personalized employee experiences. In this lab, you’ll learn practical steps for automating repetitive tasks to providing real-time answers for employee inquiries. Dive into hands-on exercises that demonstrate how to reduce resolution times, increase efficiency, and align HR services with strategic business goals. Walk away equipped to build AI-powered experiences that give your organization a competitive edge in a rapidly evolving workplace.
Boost IT agent productivity & employee experience with AI Agents
Deploy AI agents for IT Service Management to drive productivity across your organization. In this hands-on lab, discover how AI agents: * Increase employee self-service and productivity by using conversational sub-flows to automate routine service requests and immediate employee support through natural language. * Boost agent productivity by automating tasks and recommending resolutions. * Enhance service resilience by automating the creation of comprehensive change plans, minimizing risks, and ensuring seamless execution.
Smooth tech, smart work: Enhancing your employee experience with DEX
In today's rapidly evolving technology landscape, end users continue to face sub-par digital experiences. IT departments are perceived as reactive and usually lack the end user's perspective. This negatively impacts productivity and employee satisfaction, which in turn affects customer and business goals. In this lab, discover how Digital End-User Experience (DEX) leverages endpoint data, workflows, engagement layers and organizational context - all in a single platform to measure and improve end-user experience and productivity helping digital workplace teams become proactive..
Deploy your own AI agent development team
Developing on the Now Platform has always been easy, but what if it could be almost completely autonomous? In this session, hear how ServiceNow AI Agents can work together to supercharge your development workflows by acting on their own to accomplish your development objectives. Learn how to configure Generative AI Skills using the Now Assist Skill Kit, equip AI Agents with these skills and other Platform tooling, and activate them for use within your lab instance. Experience the AI agent revolution first-hand as we configure our own AI Agent Development Team.
Proactive platform health: Prevent issues before they happen
Take control of your platform health with a proactive approach powered by ServiceNow Impact. In this session, you’ll learn how to anticipate, detect, and prevent platform issues before they impact users. Discover how to proactively scan for technical debt, identify risks early, and enhance confidence with early detection—ensuring issues are caught before they reach production. Gain visibility into real-time metrics and known issues, maintaining optimal system health and uptime. See how custom alerts can empower teams to detect and resolve potential disruptions before they escalate.
Achieve Strategic Portfolio excellence: Leverage SPM & Now Assist for SPM
Is your organization ready for the shift? By 2026, 70% of large enterprises will centralize change management through ePMOs and transformation management offices. How will you adapt? In this hands-on lab, learn to achieve strategic portfolio excellence with ServiceNow’s Strategic Portfolio Management (SPM). Leverage SPM and Now Assist for SPM, powered by Gen AI, to enhance visibility, track progress, and optimize investments. Gain practical experience with road mapping, demand management, and resource allocation to prioritize high-impact initiatives and unlock greater business value.
Data Privacy 101
What you don’t know can in fact hurt you! Learn how to protect hidden data from misuse in this hands-on lab. You'll explore how Data Discovery and Data Anonymization leverage AI to classify and secure sensitive information in real-time. Gain practical experience implementing security controls on the Now Platform to ensure data stays protected in lower environments and in AI models. Walk away with the knowledge to safeguard your enterprise while harnessing the power of AI!
How to use Process Mining to identify process improvement opportunities
Process mining is revolutionizing the way we understand how efficiently our organization is operating. ServiceNow's Process Mining automates the process of x-raying your workflows to show you where there are opportunities to make process improvements that will drive lasting business value. In this lab you will learn everything you need to know to get started with Process Mining when you get back to work. We'll cover how to use the Analyst Workbench to interact with process data and identify improvement opportunities as well as create your first two Process Mining projects.
Learning Lab: Accelerate business automation with ServiceNow + AI
Not your typical lab! This session focuses on identifying high-impact use cases ripe for automation, helping you think like an innovator and problem-solver. You’ll learn how to spot real business opportunities, then craft them into automation-ready use cases. Plus, you’ll get hands-on time with ServiceNow's low-code and AI platform to bring your ideas to life and go from idea to app in minutes. No prerequisites—just curiosity. Perfect for both business and technology innovators alike. Join us and learn to unlock the potential of AI for process automation and build your future world of work!
Learning Lab: Reduce costs and mitigate risk with Software Asset Management
Embark on an immersive hands-on lab experience where you'll dive into ServiceNow Software Asset Management and uncover the dynamic features of the Software Asset Workspace. Discover how these tools can elevate the employee experience, enhance productivity, cut software expenses, and fortify cybersecurity—all centered around the efficiency of workflow automation. Engage in interactive activities and practical scenarios to hone your skills in minimizing software costs and mitigating risks within your organization. Plus, get an exclusive look at the AI technologies shaping the future of SAM.
Learning Lab: Optimize employee experiences & drive efficiency with AI solutions
Join us for an interactive Learning Lab to explore how ServiceNow’s AI-driven employee workflows and data-driven insights can solve real-world challenges. Engage in hands-on exercises to optimize employee services and increase productivity.
Learning Lab: Unlock value with CMDB data foundations
In an AI-driven world, a robust data foundation (CMDB) is key to understanding the relationships and interdependencies across IT. It provides the visibility needed to optimize operations, mitigate risks, and drive innovation. This lab session provides attendees with outcomes that can be achieved with a robust CMDB aligned with the Common Service Data Model (CSDM) and the tools to build and maintain it. Attendees will learn how to leverage the CMDB as a cornerstone of digital transformation, enabling outcomes such as faster incident resolution, improved change management, and many more.
Reduce costs and mitigate risk with Hardware Asset Management
In this hands-on lab experience you'll dive into ServiceNow Hardware Asset Management and explore the dynamic features of the Hardware Asset Workspace. Discover how these tools can help you elevate the employee experience, enhance productivity, cut hardware expenses, and mitigate risks—all centered around the efficiency of workflow automation. Through interactive activities and real-world scenarios, gain practical skills to lower hardware costs and mitigate risks within your organization. Plus, get an exclusive look at the AI technologies shaping the future of HAM.
Optimize Enterprise Architecture with ServiceNow EA to reduce tech costs & Risks
Is your organization prepared for the shift? By 2027, 60% of enterprise architecture teams will centralize legacy management across IT and business processes. In this lab, explore ServiceNow’s Enterprise Architecture (EA) tools, including Now Assist for EA powered by GenAI. Learn to manage business portfolios, rationalize applications, and visualize enterprise models. Use the Enterprise Architecture (EA) Workspace to assess risks, review timelines, and identify impacted applications. Leverage data-driven insights to initiate projects, mitigate risks, and uncover rationalization opportunities.
Enhancing Security Operations with Gen AI & AI Agents
Join this hands-on lab to dive deeper into the intersection of Security Incident Response and AI. In this new era- cybersecurity teams must confidently embrace the adoption of Generative and Agentic AI to drive business success. In this session you will learn how to increase analyst productivity levels and create a more efficient and effective SOC team using ServiceNow's Now Assist and Agentic AI solutions.
Start your journey to move to the new Platform Analytics experience
Learn how to transition seamlessly from classic Reporting to the new Platform Analytics experience. This session provides a comprehensive walkthrough of the migration process, including preparation steps, key considerations, and best practices to ensure a smooth transition. Whether you’re planning your migration or exploring the benefits of the new platform, this session has everything you need to succeed.
Automate order, fulfillment and sales processes with Sales & Order Management
Organizations need to optimize their lead-to-cash lifecycle, including pricing, quote generation, order management, order fulfillment, through to service and renewals. With ServiceNow Sales and Order Management organizations can launch products faster, accelerate and boost revenue, and deliver a unified customer journey. Join ServiceNow experts in an interactive session including hands-on exercises to learn all about how to set up Sales and Order Management for your unique needs.
Balancing AI Innovation and Risk: Hands-on
As AI adoption accelerates across the enterprise, organizations must balance the urgency of developing and implementing AI solutions with the complexity and potential risks associated with AI within their organization. Join us in a hands-on lab where we will explore how to setup and use the AI Control Tower in concert with Now Assist Guardian and Data Privacy for Now Assist to effectively manage and mitigate risks associated with the adoption of AI in your organization, discover valuable insights about your AI asset estate, and set yourself up for success with AI Agents.
Build AI Agents that plan, reason, and automate your workflows
Enhance your team’s productivity with AI agents that orchestrate workflows, skills, and actions across your business. Learn how to activate prebuilt ServiceNow AI Agents and create custom agents tailored to your needs with minimal code.
Application deployment: Advanced configuration of pipelines in AEMC
With the latest release of AEMC there is new functionality that allows further configuration of the pipeline to update approval groups, decision tables for different environments, review automated testing results and add change requests to ensure appropriate governance. Join this lab on how to get the AEMC pipeline configured for a more mature environment.
Workflow Data Fabric: Building intelligent integrations and AI Agents with GenAI
Discover how Generative AI transforms workflow integration and automation. In this hands-on lab, you'll learn to: 1) Build a custom Integration Hub spoke using the GenAI Now Assist for Spoke Generation. 2) Convert your spoke into conversational spoke for seamless user interactions. 3) Design, deploy, and integrate AI agents for your custom spokes to supercharge your workflows. By the end of this session, you'll have the tools to unlock smarter, faster automations and revolutionize how work gets done.
Trailblazers in Tech: Inspiring Journeys of Female Leaders
In a rapidly evolving tech landscape, women’s contributions are transforming industries and driving innovation. This Lead Boldly session celebrates the achievements of women in technology, from breaking barriers to leading groundbreaking projects. We will explore the importance of fostering equality, ensuring everyone has the opportunity to thrive. By championing fair pay and equal opportunities for promotion, we build stronger teams and create more impactful solutions. Join me in discussing how we can champion equity and build a future where everyone succeeds together. All are welcome, seating is first come, first served.
Immersive Showcase: Exploring skills intelligence through virtual reality
Experience the power of Skills Intelligence in a fully immersive virtual reality showcase. This Lead Boildly session highlights how technology enables data-driven conversations about employee skills, optimizing workforce potential and resource allocation. Discover how immersive experiences can transform talent management, providing managers and employees with deeper insights for smarter, more effective decision-making.
Generative AI for ServiceNow application development
Unlock the future of ServiceNow application development with Generative AI. Dive deep into a world where AI-driven experiences seamlessly integrate with the Now Platform, accelerating and improving app development. From rapidly generating prototypes to fine-tuning intricate application features, discover how Generative AI can revolutionize the way you design, develop, and deploy applications on ServiceNow.
Build an AI Agent that can reason and take action to automate your organization
ServiceNow's AI Agents are designed to work side by side with your experts, autonomously in the background, handling tasks, and executing processes. Learn how to build an advanced AI agent that automates decision-making and action for your organization.
Mastering AI governance to accelerate AI outcomes
In the fast-paced world of AI, ensuring robust governance is crucial to unlocking AI outcomes in the enterprise. Join us in this session as we delve into how organizations can align any AI with business goals, streamline implementation workflows, measure real impact, and enforce compliance—all from a single platform. Gain insights into how to build trust to achieve velocity at scale, establish proactive guardrails, and accelerate value delivery while managing risk. Whether you’re an emerging AI Center of Excellence or a seasoned Technology veteran, learn strategies to master AI governance and lead your organization into the future of intelligent innovation.
Partner Perspective: Putting AI to work with Workflow Data Fabric
Get ready to be inspired as leading data and analytics providers partnering to shape our Workflow Data Fabric solutions discuss data trends in the AI era. These aren’t just trends— they’re signals of where the industry is heading. You’ll hear about the customer benefits of secure data access and how we are partnering beyond connectivity into areas like joint analytics applications and more! Moderated by Vijay Kotu, ServiceNow Chief Data and Analytics Officer, this panel is your ticket to bold insights and industry-shaping connections. Don’t miss this must-attend event.
Quick start your cloud journey (Automate your cloud AWS, Azure, Google and more)
Want to learn about how you can automate all your cloud provisioning, governance, visibility using the ServiceNow Platform capabilities including Integration Hub and Flow Designer native spokes? In this session, learn the real-world use cases for cloud automation and how platform can automate them and act as a single pane of glass to frontend all your cloud needs including public and private cloud. We will talk about native Platform features, ITOM (Discovery and Cloud Accelerate) and real-world use-case and something cool we have built for customers.
Are you smarter than a Jr. developer?
Test your problem-solving skills against developers at all levels! In this session, attendees will tackle the same use case, regardless of experience. Collaborate on approaches, build part of an app, and compete in a Kahoot quiz to see who comes out on top. Gain insights on improving your development process, and learn how to think like a top developer—all in a fun, interactive format.
Innovate, Inspire, Lead: How to Utilize Best Practices and Lessons Learned from AI-Driven Leadership in the Middle East
Join an exclusive fireside chat with tech leaders from the UAE, Saudi Arabia, and ServiceNow to explore how both governments are investing billions in AI, unlocking major growth opportunities for governments and their citizens. Panelists include Combiz Abdolrahimi and Casey Coleman from ServiceNow, Dr. Mishari Almishari of Saudi Arabia’s National Information Center, and H.E. Nadia Ali Al Thaibani from Abu Dhabi’s Department of Government Enablement. Learn how these leaders are driving digital transformation and shaping the future of AI in government.
Crafting the future of HR Service Delivery together with First Citizens Bank
First Citizens Bank (FCB) revamped its HRSD processes, addressing inefficiencies stemming from fragmented legacy systems & manual workflows. The complexity of the ecosystem required assessing over 400 HR requirements to optimize HR functions, integrating 8 external systems & executing a phased rollout targeting specific cohorts. The solution resulted in a strong, scalable HR ecosystem for FCB, enhancing user satisfaction & driving operational excellence.
Automation to Autonomy: Agentic AI helps reimagining workflows across enterprise
ServiceNow® and LTIMindtree are partnering through the Now on Now program to pioneer cutting-edge Agentic AI use cases that are transforming the way network gets done. In this session, discover how we’re moving beyond traditional automation to deliver truly autonomous, context-aware Agentic Workflows that drive decisions, trigger actions, and drive outcomes powered by native ServiceNow AI Agents. Learn how we solved real-world problems to enable intelligent workflows, improved productivity and drove measurable outcomes
Baptist Health shares three keys to deploying a successful AI strategy
AI feels like a speeding train toward innovation—one healthcare leaders know they should board but struggle to navigate. Key questions include: Where do I start? How do I prepare my data for AI? What solutions align with my business needs? How can I train teams without disrupting care? Join Natalie Tollefson of Optimum Healthcare IT, Danielle Rodriguez (Sr. Director of Customer Excellence, Baptist Health Jacksonville), and AI expert Mike Peter (ThinkGen.ai) as they share actionable steps for leveraging AI to transform operations and patient care, empowering IT leaders to confidently begin their AI journey.
Mastering UX analytics: Drive insights with custom events
Discover how to enhance your application's insights by adding custom UX Analytics events across various ServiceNow UI experiences, including Next Experience, Core UI, and Service Portal. This session will guide you through the process of implementing tailored analytics to better understand and optimize user behavior.
How to build a culture of continuous learning that improves your bottom line
Join us as we explore strategies for fostering a culture of continuous learning within organizations. This session will highlight best practices from ServiceNow University, including the integration of micro-certifications, bootcamps, and expert programs. Attendees will learn how to create an environment that encourages ongoing professional development and supports career growth. But more importantly, how that training drives measurable business outcomes.
Bravium + ServiceNow Agentic AI: Efficiency, Automation, & Innovation at Scale
As the 2025 ServiceNow Worldwide Innovation Partner of the Year, Bravium is leading the charge in AI-driven transformation. Join us as we unveil groundbreaking Agentic AI solutions that optimize efficiency, automate complexity, and scale innovation like never before. Learn how AI agents and our Best Practice Engine are revolutionizing workflows, reducing technical debt, and accelerating business outcomes. Don’t miss this exclusive look at the future of AI-powered automation on the ServiceNow platform!
Enhancing Security and Compliance: Intermountain Health’s Journey to Resilience
In today's dynamic cybersecurity landscape, Intermountain Health has utilized ServiceNow risk management and enhanced ITSM processes to boost security, compliance, and business continuity. Through automation, targeted patching, and training, Intermountain Health has strengthened operational resilience. With a unified tool for emergency management and IT operations, and upcoming AI integration for enhanced control compliance and reporting, the organization is advancing business efficiency and maturity.
Unleashing the Power of Generative AI: Transform Business, Enhance Experiences
The roundtable session highlights the focus on the transformative potential of cloud and Generative AI, its impact on customer and employee experiences, and the challenges businesses face in its implementation. It also emphasizes the practical integration with existing systems, role of platforms like ServiceNow, collaboration between Infosys and customers in leveraging cloud and AI enabled technologies to transform service experience.
Bringing real-time visibility to factory operations
Daily shift guides are essential for managing factory operations - but without a mobile-friendly solution, compliance and efficiency falter. Enter FloorIQ, Thirdera's Built with ServiceNow offering, which transformed how Grupo Bimbo tracks and manages their factory floor. By deploying intuitive shift guides, they reduced reporting time, improved data quality, and increased compliance. Now, floor managers have real-time visibility throughout the day, and operations teams use guides for everything from daily tasks to new factory launches.
Power move: Con Edison transforms the IT-to-IT experience
IT platform teams are evolving from reactive support roles to strategic business enablers. This session explores how Con Edison, one of the world’s largest energy delivery systems, reimagined platform management with ServiceNow. With 60% of users struggling to navigate IT portals, we'll showcase how they transitioned from task-driven support to service excellence on their journey to delivering a modern workplace. Attend to get an exclusive look at their redesigned portal and learn how optimized service taxonomy and intelligent workflows are transforming service delivery with users in mind.
Anatomy of digital operations through the lens of GenAI
Meet our experts at HCLTech booth to discover the why and the how of the strategic approach we recommend our customers to take as they embark on their journeys to bring the power of Gen AI into their organizations to proactively identify opportunities for efficiency gains, and operate business at the speed of digital. At HCLTech, we leveraging our brain trust of 2000+ experts to deploy unified experiences and harmonize siloed operations across front, middle and back offices by providing proactive & preventive measures across industries and drive successful business outcome.
The Sit down with ServiceNow MVPs
With all things happening in the ServiceNow ecosystem, it can be easy to miss what's most important. Let our MVPs inform you! Meet a few of our ServiceNow Most Valued Professionals, learn what’s real with AI and how to silence the noise. Plus tips for getting more involved with Community.
Driving governance and standards in a massively federated development model
In a massively federated development model, driving governance and standards ensures consistency and quality across diverse teams. NTT leveraged Bravium's Best Practice Engine to automate standard enforcement, providing real-time feedback and reducing technical debt. This streamlined processes, enhanced collaboration, and mitigated risks while fostering innovation. With the Best Practice Engine as a cornerstone of its governance framework, NTT achieved delivery excellence, improved velocity, and scaled innovation across its enterprise.
Recipe for success: How Campbell's revitalized their ServiceNow Platform
Campbell's revitalized their ServiceNow Platform by addressing an inconsistent foundation, including technical debt and manual processes that hindered scalability. They turned to Bravium’s Best Practice Engine (BPE) to lead a remediation initiative. BPE's automated code reviews and real-time scanning significantly reduced manual effort, lowered technical debt, and freed resources for strategic priorities. This transformation enhanced platform performance, improved user experience, and unlocked ServiceNow’s full potential.
Hitachi Energy & Proven Optics: Optimizing ~$500M via IT finance on ServiceNow
Hitachi Energy improved IT controlling by implementing a dynamic budgeting and forecasting solution that replaced fragmented spreadsheets and manual processes. Managing an IT budget in excess of $500M, the Proven Optics solution streamlined the internal IT controlling processes, reduced their budget cycle duration by three months and delivered immediate return on investment. Learn how they aligned with the business objectives, optimized millions in costs through strategic IT spending, and drove efficiency with technology-enabled techniques on the ServiceNow Platform with minimal effort.
Unpacking the Power of a Unified Platform for Field Service Management
Stanford Health Care transformed Facilities Management for 160+ locations, consolidating activities from 3 tools into 1 platform and creating a single system of engagement for 15,000 users. Handling over 41,000 annual requests, they achieved a 50% increase in efficiency and streamlined workflows. Now, Stanford is advancing further with Now Assist GenAI in Field Service Management (FSM), incorporating use cases like search result summarization and AI-generated preventive maintenance. Explore their journey for leveraging AI to enhance productivity, user experience, and increase ROI.
Agile adoption: How we help customers achieve Go-Live success and beyond
Join us to hear how the User Adoption team helped the State of Illinois Risk team revolutionize their go-live experience using an agile approach that not only saved time and money but also set its users up for success. Discover the key strategies that drove engagement, accelerated adoption, and ensured a smooth transition—proving that agility isn’t just a process; it’s the key to successful, long-term user engagement.
The Future of cybersecurity: How AI is transforming risk management
Generative AI is transforming cybersecurity, shifting organizations from reactive defense to proactive risk management. In this fireside chat, Service Now’s SVP, Chief Information Security Officer, Ben de Bont will be joined by Sudhanshu Kairab, SVP Cybersecurity Governance, Risk, & Compliance to explore how AI-driven security strategies can enhance threat detection, accelerate response times, and simplify operations. By leveraging AI, organizations can address security gaps, ensure regulatory compliance, and boost efficiency. Join us for this insightful discussion on how AI-powered solutions have the potential to future-proof cybersecurity by streamlining operations and strengthening resilience against evolving threats.
Revolutionize ServiceNow DevOps with Agentic AI
AI-driven test automation isn’t the future—it’s happening now, and it’s transforming DevOps at an unprecedented pace. Join our roundtable to discover how Agentic AI is redefining software testing. We will explore real-world use cases and practical strategies to seamlessly integrate AI into your DevOps workflows. Don’t miss this interactive session—bring your questions and get a front-row seat to how you can launch your AI testing journey!
Join LTIMindtree for a focused discussion on AI Agents Governance, ERP for IT
Join in for a focused discussion to understand about: 1\. Co-existence and governance of AI agents with ServiceNow 2\. How to amplify enterprise experience with ServiceNow (partner, employee, customer) 3\. How ServiceNow is the ERP for IT Hear from the industry experts, SME and forward-thinking leaders
Now on Now: How we prepare for upgrades to reduce cycle timeframes by 25% #2
Preparation is key to a seamless and reliable platform upgrade. Through automation, we are improving our upgrade experience to make it quicker and more efficient than ever. Join us to hear how we efficiently upgrade our instances to the latest releases, enabling us to use the newest features of the ServiceNow platform. Learn what it takes to give your teams and customers the same piece of mind the next time you upgrade.
Speakeasy customer panel: Making the move to ServiceNow Customer Service Management and CRM
In this unique, interactive experience, a panel of your peers will have an open and honest discussion about why they chose to switch from a legacy customer service and CRM platform to ServiceNow. Speakeasy panelists will cover a range of topics, including implementation, lessons learned, quantifiable business benefits, innovation opportunities, how they're optimizing their investment in ServiceNow, lessons learned, and more. This informal session will not be recorded or broadcast, so don’t miss your opportunity to attend.
Transformational IT: Driving seamless, tech driven solutions for impact
Is your organization weighed down by outdated systems and inefficient workflows? Discover how leveraging cutting-edge tech and integrated solutions can transform your company from legacy platforms to seamless, streamlined operations. Join us for an exclusive session that explores the real-world success story of an industry leader who revolutionized their customer service, dramatically reduced processing time, and empowered their IT team to deliver impactful outcomes. Don’t miss this opportunity to learn how to drive meaningful change and position your business for the future.
Uniting retail operations for end-to-end efficiency with Stores 360
Join this session to discover how retailers are unlocking new levels of efficiency and employee satisfaction with Stores 360\. We'll reveal how the combination of ServiceNow Now Assist and Cognizant IoT for predictive and self-healing capabilities is reducing store OPEX by 30%, decreasing costly dispatched repairs by 10%, and improving POS uptime to 98%. Through success stories and the demo of the enhanced Stores 360 mobile app, you'll see how retailers are opening new stores faster, resolving issues seamlessly, and delivering amazing experiences across the entire retail ecosystem.
Transforming UW Health’s executive reporting with ServiceNow SPM
In 2024, UW Health launched a "back to out-of-the-box" initiative to enhance ServiceNow SPM functionality and improve data quality for informed decision-making. Partnering with VividCharts, they standardized executive reporting across portfolio, program, project, and demand areas. The result: real-time insights for executives, 100+ hours saved monthly on manual report generation, and better data adoption. Discover how this approach transformed their reporting and drove organizational success.
3CLogic: Re-imagine CX and front-office operations with AI Contact Center
Customer support expectations are evolving rapidly —73% demand more personalization, and 81% expect faster service. Meanwhile, businesses are striving to streamline contact center operations in anticipation of an AI-driven future. Join this session to learn how customers today are leveraging 3CLogic and ServiceNow to transform front-office experiences and workflows from advanced GenAI voice self-service to NowAssist-powered live agents to powerful real-time analytics and insights. Two leading platforms – one powerful omnichannel CX solution.
How much waste is too much? A roadmap to license optimization
Unused software licenses are inevitable - but how much waste is acceptable? For one ServiceNow customer, discovering over 2,400 unused Zoom subscriptions was a wake-up call. By leveraging Landmark: Asset Management, Thirdera's Built with ServiceNow offering, they reclaimed licenses and reduced Zoom Professional spend by 61% - a savings of $350K. Now, they're expanding their efforts to additional licenses including Adobe, Microsoft, and Salesforce. Join this session to learn how they turned license reclamation into a strategy for ongoing cost savings.
How Workflow Data Fabric is shaping the future of work at ServiceNow
Join executive leaders from ServiceNow and Cognizant - alongside former F1 driver and current Aston Martin Aramco Formula One (AMF1) driver ambassador Pedro de la Rosa - for a strategic conversation on the future of enterprise architecture. As organizations evolve into libraries of knowledge and action, technologies like ServiceNow Workflow Data Fabric and Agentic AI are enabling real-time adaptability and insight. Drawing parallels to F1, this panel will explore how ServiceNow is harnessing these innovations to drive digital fluidity and build a foundation for the AI-ready enterprise.
Breadth is the new Depth: Why Learn-it-Alls Win in an AI-Fueled Future
Expertise is overrated. Why? Because it has a way of blinding us to fresh perspectives. Today’s era of overspecialization breeds territoriality – which means the next world-changing idea might be stuck in the brainstorm instead of making it to the boardroom. Deloitte's Chief Futurist, Mike Bechtel, is back at Knowledge to share why the most promising (and profitable) futures are less about domain specialization and more about polymathy, conceptual cross-pollination, and industry convergence. Join him as he brings to life what it means to build better spaces for AI & innovation.
Modern HR: How Honda & Deloitte Leveraged ServiceNow for Operational Excellence
Honda's commitment to innovation extends beyond automotive excellence. Facing challenges in modernizing its HRIT infrastructure and establishing an HR Contact Center, Honda collaborated with Deloitte to align with an industry-leading HR Service Delivery model. Deloitte implemented ServiceNow’s HRSD module, including Agent Workspace, HR Case Management, and Employee Center Pro. This helped modernize Honda's HRIT infrastructure, improved team handoffs, and enhanced the associate experience. In this session, attendees will learn about this success and the strategies that drove these results.
AI Agents: Elevate your customer service and manufacturing operations
Discover how Deloitte is using agentic AI to enhance operations and customer experiences in customer service, manufacturing, and demand management! For insurance claims, learn how you can simplify form completion, offer personalized guidance, and improve validation for accurate processing. In manufacturing, you’ll explore how Deloitte employs historical data, predictive analytics, and automation to streamline incident resolution and boost efficiency. Finally, you’ll hear how the Front Door Demand Manager utilizes agentic AI for improved stakeholder engagement and decision-making in demand management.
Lead Boldly: Agentic AI and meaningful collaboration: authentic leadership as a catalyst for growth
In today's rapidly evolving technology landscape, even the most advanced AI solutions and leading tech stacks need strong, authentic leadership to be effective. Hear from Deloitte and AWS about how meaningful collaboration and genuine leadership can maximize AI's potential, fuel innovation, and drive growth. Together, they will share insights into the practical applications of agentic AI, the critical role of collaboration at all levels to shape an AI future reflective of an organization's values, and the profound impact of leadership on their AI-driven initiatives!
Lead Boldly: Become a trailblazer in innovation with Agent-to-Agent Standards
Become a trailblazer in the tech landscape! Join this exciting breakout session with leaders who have pushed the boundaries of technology standards to become pioneers in innovation. You'll discover how AI agents are revolutionizing businesses and learn about the groundbreaking Agent-to-Agent (A2A) standard developed by Deloitte, Google Cloud, and ServiceNow. This standard enables seamless agent interoperability, driving cross-platform collaboration and unlocking AI's full potential. See how mastering this innovative standard can position you as a leader in the tech industry. You'll gain exclusive insights on maximizing AI's capabilities, driving innovation, and leading with purpose to create a lasting legacy with a competitive edge.
Accelerating the future of insurance with DXC and ServiceNow
Today's insurers are often constrained by siloed legacy applications and processes that are complex and highly manual, making it challenging to deliver the experiences their customers expect. Learn how DXC and ServiceNow are putting AI to work for insurance to enhance speed, agility, and operational transformation for insurers. In this session, we will explore how DXC combined its industry-leading insurance solutions and expertise with ServiceNow's AI platform and workflows to help insurers transform their business operations.
App Engine and AI vision, strategy and product roadmap
Join us for an exclusive deep dive into the future of AI-powered application development. Attendees will get an insider's view into our App Engine strategy and roadmap, exploring how we're embedding AI directly into application architectures to create smarter more adaptive business solutions that anticipate and solve complex challenges. We'll demonstrate how to build applications that learn, optimize, and drive organizational intelligence while maintaining robust governance frameworks for secure AI implementation and development.
Level up your release documentation with Now Assist
How many times you wished for better release notes, or perhaps just to have ANY release notes at all? How much time do your team members have to spend on manually writing them? In this session, learn how to automate this mundane process with the help Now Assist Skill Kit and engage your users with quality, consumable release documentation.
Performance tweaking tips
Over time, you will have more users and more data in your instance. Come learn how and when to setup table rotation, archive data, and more tips to ensure you don't experience performance degradation.
From Cherwell to ServiceNow: Interstates’ TPSM & CSM Transformation
For over 65 years, Interstates has provided innovative solutions for industrial, manufacturing, and processing facilities across the globe. With Cherwell, their ITSM platform, nearing end-of-life, Interstates needed a fast, seamless transition to ServiceNow to avoid service disruptions and ensure long-term scalability. The migration included Technology Provider Service Management (TPSM) and Customer Service Management (CSM), integrating internal IT operations with external client support. Despite a tight timeline, the implementation delivered streamlined workflows, improved visibility, and a best-practice approach to service management. Join us to learn how Interstates successfully navigated this high-stakes migration and built a future-ready ITSM platform with ServiceNow.
RaptorDB Pro: A next generation database designed for speed and scale
Learn how RaptorDB Pro, our high-performance database built specifically for ServiceNow workloads, converts massive datasets into actionable, real-time insights to fuel our AI Agents. In this session, you'll see how our unique database features unify operational data and analytics on a single platform to deliver ultra-fast workflow performance and accelerate AI-driven business transformations at scale.
Agent(ic) Smith future anxiety? Let's chat about the incoming swarm.
Objectives: Enablement to prepare for an agentic approach (models/multi-modal, tools/RAG/Vector Spaces, data, linear->non-linear+swarm+agentic) Key take-aways: understanding of how different models, tools, data, structure, & product/OSS learnings affect planning/preparation to take advantage of and provide advantages to AI/ML/xLMs.
Amplifying App Engine apps with custom AI Agents and GenAI skills
Harness ServiceNow's AI innovation in the context of your custom apps and workflows by creating custom AI Agents and GenAI skills that address your unique use cases. Join me for this session to discuss the possibilities these new technologies unlock and learn how you can get started building custom GenAI capabilities to supercharge your custom apps today!
Trivia Now 2.0 - The Return of ServiceNow Gaming
ServiceNow isn't just a platform for enterprise workflow. It's also a platform for user engagement that goes well beyond traditional ITSM, CSM and ITOM. So sit down as we discuss tools available to make an engaging trivia game built on top of the ServiceNow platform!
Public Sector roadmap: Streamline work, experiences, and services with AI Agents
Governments face many challenges in their mission to be efficient, accessible and trusted. ServiceNow’s AI platform for government transformation is all about efficiency --- empowering governments to deliver immediate, convenient experiences, while improving processes and collaboration behind the scenes. In this session, learn how AI agents help consistently meet and anticipate the needs of the public.
Future of workflow studio
Looking to learn more about workflow studio? Join this session to learn what's available and what is coming soon in workflow studio and how it can increase admin and developer productivity.
The safest harbor: Behind the scenes of Product Management
Join us for an exclusive behind-the-scenes look at Product Management at ServiceNow. We'll explore how we gather and use feedback from the community, idea portal, surveys, and more. Discover our meticulous process that ensures our products meet the highest standards and resonate with users. We'll highlight 2-3 standout features that made it from feedback to implementation. This session is a must-attend for anyone interested in product management and the collaborative efforts driving innovation at ServiceNow. Don't miss out!
Playbook implementation best practices
Bring any an all of your questions on the best ways to implement Playbooks. We're bringing the best of the best Playbook experts to provide insights on gaining the most value out of process automation with ServiceNow!
Playbooks: Manual workflows got you down? Try Playbook Generation!
Join us to discuss all things Now Assist for Playbooks! This interactive session will include a brief feature overview, followed by Q&A.
Unlocking Now Assist Skill Kit: Ask the experts!
Join us for a dynamic session where our panel of experts will guide you through unlocking the potential of the Now Assist Skill Kit. This innovative new tool, released in the Xanadu release, provides you with the opportunity to create custom generative AI skills to deploy within your workflows. Don't miss this opportunity to ask those burning questions and to learn more about the opportunities that exist within Now Assist Skill Kit!
Creating the workforce of the future with Western Governors University
ServiceNow has joined forces with Western Governors University to launch a ServiceNow Application Developer certificate. This collaboration exemplifies the power of academia-industry partnerships in cultivating a skilled workforce for ServiceNow customers and partners while addressing critical talent shortages. The certificate integrates ServiceNow courses and certifications, enabling students to gain hands-on experience while earning industry certifications. Join us to explore how this initiative creates a future-ready workforce of skilled developers and strengthens WGU’s IT department.
Reshaping the Business of Healthcare
Innovation and automation are reshaping the business of healthcare—accelerating member operations, enhancing care delivery, and redefining the retail health experience. CVS Health and XO Health are leading the charge, eliminating inefficiencies, streamlining decision-making, and creating seamless, connected experiences. This session dives into how these innovators are using ServiceNow workflows workflows to cut costs, improve access, and drive measurable impact—transforming how the business of healthcare is delivered, managed, and experienced.
Innovation in Action: EA Implementation success story
In today's rapidly evolving digital landscape, our organization embarked on a transformative journey to modernize its Enterprise Architecture (EA). This success story chronicles our path from siloed legacy EA Management System to a cohesive, future-ready platform. Through careful planning and stakeholder collaboration, we implemented a modern EA framework using ServiceNow EA that aligned our technology initiatives with business objectives. Key highlights of our implementation: Established a robust governance framework, and created standardized processes for technology adoption.
Future-ready conversations— Building adaptive manufacturing enterprises
Step into the future of manufacturing, where enterprises evolve into intelligent, adaptive systems powered by AI, unified platforms, and data-driven foresight. This session explores how leading manufacturing enterprises are driving resilience, agility, and innovation. Attend to gain insights on how to build and scale future-ready operations.
AI is everywhere, but how does your organization manage the risk?
AI is everywhere and while the velocity of innovation continues to increase, so does the need to see value now. But what about the risk? How do you govern an area of technology that is changing so fast? In this session, we'll discuss how organizations are meeting this challenge through a combination of risk frameworks and technology; specifically, the KPMG framework for AI governance enabled by ServiceNow. You'll have the opportunity to discuss challenges with your peers and hear how other organizations are successfully tackling this challenge.
Integrating cybersecurity & technology leadership for innovation and resilience
In an era of AI, automation, and rapid digital transformation, organizations leverage a tech ecosystem for growth and innovation. This has expanded the attack surface, resulting in increased cyber risks and challenges to operational resilience. To meet growth and innovation needs while balancing cyber risk objectives, CISOs are increasingly transitioning into technology and product leadership roles. Join us to explore these trends shaping the future of digital defense and fostering resilient, innovative companies.
360 Exchange: Proven implementation and rollout strategies for ITOM AIOps
ITOM AIOps predicts and prevents service outages, and reduces MTTR. Get expert insights into effectively deploying and managing AIOps by joining us for one of these discussions:1) Event Management, 2) Service Reliability Management, 3) harmonizing Observability and AIOps, 4) Health Log Analytics, or 5) monitoring applications and infrastructure with ACC. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
Scaling ServiceNow success with dev reviews
Curious about starting a Citizen Development program and its impact on your ServiceNow dev team? Wondering what a dev review entails? Join this session for a technical demo showcasing examples of dev reviews. Whether you’re initiating a citizen development program, expanding your ServiceNow team, or enhancing development practices, this session will provide insights into the dev review process so that you know the necessary skills, and essential resourcing and training needed for your team.
Retail Spotlight with Ingles Market and their transformation with ServiceNow
Retail stores thrive on great customer experiences, but lack of visibility, manual processes and outdated systems hold teams back. ServiceNow’s Retail Operations streamlines and digitizes key workflows, mitigating costly issues, boosting productivity, increasing communications, and enhancing service. Join this Retail Industry Spotlight Session to see how North Carolina based grocer Ingles Markets is transforming operations—driving efficiency and cost savings, empowering employees, and elevating the in-store experience.
360 Exchange: Gen AI, Now Assist and AI Agents: You are Closer Than You Think
You may be closer than you think to experiencing generative AI on the Now Platform. Join this session to discover your readiness for leveraging AI with Now Assist in your own environment. Our experts will guide you in assessing your readiness for generative AI in a small group discussion. Learn what you need to get started and discover where your peers are in their journey as well. Secure your spot now.
360 Exchange: Ask the Experts on how to get up and running with ServiceNow AI agents
Join the ServiceNow product team to learn how to put ServiceNow AI agents to work for your organization. This roundtable explores use cases and best practices for enabling autonomous service management, showing you how to enhance efficiency across the enterprise. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
Financial Services Panel: Strengthen Operational Resilience with one AI Platform
Today, Financial institutions often rely on disconnected systems, making it challenging to adapt to market shifts, regulatory changes, and disruption. In this session, our financial services experts and risk leaders will explore how combining data, AI, and workflows on one AI platform enables real-time risk management, business continuity management, and seamless compliance. Join ServiceNow and your financial services peers to learn how to build a foundation for a stronger, more resilient business—turn risk into opportunity and resilience into a competitive advantage.
Mastering encryption: A deep dive into secure cross-system data transmission
Join us for an in-depth exploration of how advanced encryption techniques, like AES-GCM, can be integrated for secure data transmission between 3rd party systems and the Now Platform. We’ll present a real-world use case where we reassembled a customer’s HEX cipher response into ServiceNow’s cipher format and brought the custom workflow and integration into compliance with the customer’s secure integration requirements. Whether you're dealing with sensitive data or external integrations, this session offers practical, actionable insights into building adaptable, secure encryption workflows.
Secure sensitive data in the AI Era: Strategies that work
Stay ahead of cyber threats with cutting-edge security strategies in the age of AI! In this session, you'll gain actionable insights to safeguard your data on the ServiceNow Platform. Learn how to implement essential security controls, build a robust protection roadmap, and unlock the power of ServiceNow Vault—advanced tools designed to secure your most sensitive data. Plus, get an exclusive look at ServiceNow Vault’s roadmap for enhanced data defense. Don't miss this opportunity to strengthen your security posture and confidently navigate today’s AI-driven landscape!
How to build apps and influence people
Don't forget your human! Learn how to build apps that work better for the people that use them. Join this session with 5x ServiceNow MVP and EMEA 2025 CMA Candidate, to understand the importance of human relations and building apps that put people first.
Risk: The great unburdening (unwrapped)
Going “All In” on AI may sound a bit risky! Join this session with 5x ServiceNow MVP and EMEA 2025 CMA Candidate to witness the winning result of Wrangu’s Hackathon \[AI Test Station\] In this session you will learn what we did and how, as we signal the dawn of a new era in Risk: The Great Unburdening
Strategic rationalization at IBM: a roadmap grounded in enterprise architecture
IBM embarked on a transformative journey to optimize its application portfolio using the ServiceNow EA module and its "Crawl, Walk, Run" plan. With a portfolio of over 4K applications and a strategic goal to reduce this number to 500, IBM recognized the urgency for swift action. This session delves into the challenges faced, the outcomes achieved, and the valuable lessons learned throughout this process. The story underscores IBM's commitment to continuous portfolio optimization, how EA was crucial in shaping the roadmap, and the courage displayed in shifting the organizational mindset.
The Art of Edu-tainment
As the ServiceNow platform continues to expand, so does the need for content about it, but how can you make yours stand out from the crowd? In this session, Senior Developer Advocates, Lauren McManamon and Kristy Merriam and Community Marketing Specialist, Jordan Baron, will walk you through the secret recipe to making your videos and content shine and make a name for yourself in the Community!
Evaluating Virtual Agent Conversations with AI: Insights from the Conversation Evaluator
Join this Ask the Experts session to discover how ServiceNow's _Conversation Evaluator_ enables you to assess the quality of Virtual Agent interactions through an inferred user satisfaction score out of 5\. Each conversation is evaluated across 8 key metrics, with clear justifications for the automatically generated scores. The intuitive interface also allows VA teams to manually review and score conversations, compare them with AI-generated scores, and uncover insights to guide improvements. Following a short demo, engage with our experts in an interactive discussion about practical strategies for enhancing Virtual Agent performance, how this tool can support your efforts, and what additional features you’d find most valuable.
Healthcare roadmap: Transforming hospital operations with an AI platform
Healthcare leaders face pressure to deliver high-quality care with fewer resources. ServiceNow’s AI platform for healthcare transformation adds automation, intelligence, and visibility to hospital operations, so that patient care becomes less resource-intensive. Discover how AI Agents simplify workflows, ensure compliance, and empower clinical, biomedical, and facility teams for enhanced patient care.
USAA's ServiceNow vision 2030: Transforming our technology ecosystem
Join us to discover our bold vision for the ServiceNow Platform within our technology landscape. As we work on our 2030 strategy, we envision ServiceNow as the bedrock of our systems—driving end-to-end workflow automation, orchestrating business processes through seamless integrations, delivering exceptional employee experiences, and unlocking new possibilities through co-innovation and GenAI adoption. This session will dive into our strategic roadmap, showcasing how we plan to unleash the power of the platform and leverage GenAI to realize its transformative potential.
Beyond automation: Agentic AI & the future of service operations
Join us for a game-changing look at how Service Operations on the ServiceNow platform is evolving with the power of Agentic AI. We’ll showcase how AI-driven decision-making, integrated AIOps, and predictive automation are redefining ITSM, reducing MTTR, and enhancing operator efficiency. Learn how to move beyond static workflows and into AI-led, dynamic service operations. This session will be more than just theory—we’ll show you a live demo of AI-powered Service Operations in action. Don’t just keep up with the future—lead it.
Roundtable: Bridging the talent gap with ServiceNow's skilling programs
As digital transformation accelerates, organizations face a growing talent gap. ServiceNow addresses this through its 3 skilling programs: RiseUp with ServiceNow, Academic Partnerships, and Placement Partners. This roundtable will explore how these initiatives equip individuals with in-demand skills and build sustainable talent pipelines. Join ServiceNow leaders, academic institutions, and industry partners to discuss aligning skilling programs with workforce needs, identifying talent gaps, and fostering job placement. Gain insights and collaborate to shape the future of the digital workforce.
Unlock a new wave of ServiceNow talent in India
Discover how ServiceNow, in partnership with AICTE, is transforming talent development across India. This program empowers students from over 3,000 engineering colleges to gain in-demand skills and launch their careers as ServiceNow developers. Join our exclusive presentation to explore: How the program works, university curriculum integration, key skills students acquire, and how to recruit top-tier, certified talent for your organization. Don’t miss this opportunity to fuel your workforce with innovative, job-ready talent!
Ensuring AI agent reliability: ServiceNow's robust evaluation framework
How do you know if your AI agents meet high standards for quality, safety, and reliability? Are they ready to be deployed in the real world? We believe empowering AI developers to rapidly create, test, iterate and deploy reliable and resilient agentic applications will unlock new and more valuable automation opportunities. This session explores how ServiceNow has developed its own robust framework for evaluating our OOTB AI agents, and how we are making these evaluation and testing tools available for customers and partners to evaluate their own AI agents that were built on our platform.
Global Pharma’s multi-solution approach to AWS and Azure Cloud Discovery
Join this session to discover how a global pharma, one of the largest pharmaceutical companies in the world, tackled cloud discovery challenges by implementing a multi-solution approach in ServiceNow that transformed its cloud data management. By integrating AWS and Azure cloud data into a single CMDB, they eliminated manual tracking across multiple systems. The solution reduced cloud inventory reconciliation time and provided a comprehensive view of cloud assets. Learn how they created a reusable pattern that delivers immediate ROI and simplifies complex cloud discovery processes.
Enhancing Service Desk Operations with ServiceNow Virtual Agent
Discover how Infosys collaborated with Baker Hughes to implement the ServiceNow ITSM solution, transitioning from Broadcom Service Desk and configuring a greenfield implementation of the ServiceNow CSM and HRSD modules. We enhanced the end-user experience with a unified portal, improved self-service with virtual and live agents, and streamlined communication via Teams. Integration with third-party apps and automated workflows boosted efficiency. Live reporting and performance analytics enabled continuous improvement.
ServiceNow’s Customer Security Portal
**Build trust at speed with ServiceNow’s Customer Security Portal** In a world where trust is everything, ServiceNow’s Customer Security Portal delivers instant access to real-time security updates, compliance certifications, and on-demand insights—all in one place. Discover how this new offering empowers you to have faster decisions, builds transparency, and sets a new benchmark for security and compliance excellence.
Bell Canada: Telco to Techco transformation
Bell Canada is the largest Telecom & Media company in Canada. They are making significant investments to transform their operations (Bell investing $100M, with the expectation of 2x annual benefits): improving customer experience, increasing AI & automation, and reducing cost from legacy platforms & processes. Learn about Bell’s Centre of Excellence driving their transformation, becoming a leader in ITSM/ITOM, TSM/OMT, Service Bridge, and co-innovating with ServiceNow on FSM product evolution.
ServiceNow says hello to Accounts Payable processes!
Gen and many other organizations struggle with manual payment request, it is undoubtably one of the most lengthy processes operated by accounts payable team globally. This case study showcases the beauty of ServiceNow Platform in revolutionizing manual business processes, driving productivity gains, and ensuring compliance. This transformation resulted in an astonishing 800% improvement in productivity, as manual processing time decreased from 2-3 hours per request to mere <15 mins with zero errors and faster turnaround time.
What's new with Playbook Generation: GenAI roadmap for Playbooks
Join us to learn about our latest Playbook Generation innovations. We'll showcase recent releases and preview new, cutting edge innovations using GenAI for Playbooks.
Playbook Questionnaires: collect arbitrary workflow data without custom tables
Come learn how you can leverage the new questionnaire activity to handle collecting arbitrary workflow data. Our experts will provide a feature overview and then engage in Q&A to empower participants to take advantage of this awesome feature!
Playbook Questionnaires: collect arbitrary workflow data without custom tables
Come learn how you can leverage the new questionnaire activity to handle collecting arbitrary workflow data. Our experts will provide a feature overview and then engage in Q&A to empower participants to take advantage of this awesome feature!
Now on Now: How to get started with AI Agents #2
At ServiceNow we’re building AI Agents to help our users get work done faster than ever using Now Assist Skills. In this demo theater, we’ll show you how you can get started with AI Agents and give your users the same revolutionary productivity gains we’re seeing each day.
Kyndryl leading the way - Delivering Connected Experience with ServiceNow Agentic AI
In this session, we will review Kyndryl capabilities powered by ServiceNow Agentic AI that offer seamless and connected experience to employees, customers, and stakeholders by leveraging curated AI agents that can autonomously perform tasks and collaborate with human users. This allows for automation of critical workflows such as onboarding, offboarding, transitions, customer service, customer retention, Cloud provisioning and other manual workflows, increasing productivity, and a more efficient work environment. Join us to learn more about our capabilities, and how it benefited our customers, in this thoughtful discussion.
Powering a new era of ServiceNow performance with RaptorDB
Join us for a comprehensive exploration of RaptorDB - ServiceNow's next-generation database. This session will cut through the noise to decode RaptorDB's real potential. Understand the platform prerequisites that put you in position to take maximum advantage of its speed and scale - and discover when process optimization is the best maneuver to elevate enterprise-wide platform performance. We'll uncover strategic insights for maximizing platform potential, highlight RaptorDB's unique capabilities, and share how to align technology with your organizational goals.
Holistic Event Management: Business-focused alarms and improved impact analysis
In this 24x7 world every organization wants greater service interruption visibility. In this session, Erie Insurance will share how they joined Event, CMDB, and service mapping to provide a wholistic business-focused understanding of alarms. They saw a two-hour reduction in MTTR and 99% noise reduction. Major incident, and application teams love the correlation and increased impact analysis Event provides and they find that Express Lists and the Service Dashboard allow them to quickly narrow their view of alerts and statuses allowing for a more surgical approach to remediation.
Reporting basics
If you think you need a third party reporting tool to get data out of ServiceNow, think again! In this session, we will show you the powerful, in platform reporting tools that help you report on your applications and show how you are getting value out of the platform.
Now on Now: How to get started with Virtual Agents #2
At ServiceNow, we leverage Virtual Agent to make platform workflows, service catalogs, and knowledge articles conversational—reducing the need for human-created topics. In this demo we explore how to configure Flow Designer actions, catalogs, knowledge articles, and content to create a conversation-first experience that enhances self-service with Virtual Agent.
Transforming GBS: From Enabler to Autonomous Innovator with AI
In a world where innovation drives success, how can AI transform Global Business Services? Join EY leaders as they discuss AI's impact on GBS and its implications for your organization. This session will cover enhancing employee experience, boosting operational efficiency, refining talent strategy, and establishing scalable GBS Transformation and Governance. Attendees will discover how ServiceNow integration enables GBS teams to become strategic partners, enhancing employee engagement throughout the organization.
What's new and on the roadmap for ServiceNow Large Language Models
Join us for a session where we discuss what's new for our Now LLMs and the direction we're taking on the roadmap.
Revolutionizing platform management with Fairview Health Services & Deloitte
Join this session to explore how Fairview Health Services, an early adopter of ServiceNow, transformed its platform management to foster innovation, improve operational efficiencies, reduce backlog, and implement GenAI solutions. You'll discover how, with the help of Deloitte, the organization successfully transitioned the platform rapidly clearing a large backlog of enhancements, improving the platform health-score and expanding the platform usage across the enterprise. The results? An enterprise-wide tool that is automating processes to improve efficiency and streamline operations.
Intelligent Management Cluster: Automation Center
Bradesco transformed its automation landscape with ServiceNow's Automation Center. By centralizing automation, governance, and catalogs into a unified portal, Bradesco achieved reusability, consistency, visibility, and traceability while reducing manual efforts and operational inefficiencies. This session will showcase the solution’s impact on business outcomes, including reduced MTTR/MTBF and enhanced self-healing capabilities, supported by actionable insights and metrics like saved hours and deployment success rates.
Care and feeding of your instance
So, you are live with ServiceNow. How do you keep your instance healthy? Learn the basic maintenance tasks that you should be performing regularly.
360 Exchange: Using CMDB Data Manager to establish a trusted data foundation
CMDB Data Manager policies let you implement effective governance that increases the reliability and accuracy of your CMDB data. Join us for this interactive roundtable to discover how other customers are using Data Manager. Share your own use cases, whether that’s archiving stale server CIs, retiring computers, or something else. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: Where Vision Meets Velocity: Meet and Learn from the AI Pacesetters of 2025
The AI Pacesetter Awards celebrates organizations that have led the way putting ServiceNow AI to work by aligning to the Enterprise AI Maturity Index. Join the winners to hear their AI transformation vision and how they delivered extraordinary outcomes. Get practical insights into how they set up their AI project team, overcame challenges, and established effective governance. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: Mastering HR Service Delivery and Customer Service Management
Successfully implementing CSM and HRSD at scale is essential for optimizing HR and employee transformation in large enterprises. This exclusive roundtable connects Marquee Customers with ServiceNow experts and industry leaders to explore best practices for deployment, adoption, and long-term success. Get insights on overcoming challenges, aligning with strategic business objectives, and optimizing workflows at scale. Engage in high-impact discussions, share real-world experiences, and exchange strategies to accelerate digital transformation and drive sustained operational excellence.
360 Exchange: How to successfully implement and roll out HR Service Delivery
Ready to start transforming your customer service capabilities with ServiceNow? Join us as we discuss proven implementation and rollout strategies, giving you high-value insights into how to successfully deploy HR Services Management in your organization. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: Everything you need to know to get started on the right track with Now Assist
Learn how to radically enhance productivity and efficiency by rolling out Now Assist across your business. Join expert presenters as they explore proven strategies for deploying and adopting Now Assist innovations, showing you how to put GenAI to work for you. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: Optimize the agent experience in ServiceNow
Learn how to create seamless, intelligent, and efficient agent experiences. Join ServiceNow experts for an interactive discussion on optimizing the agent experience and increasing engagement by deploying ServiceNow capabilities such as Agent Chat, AWA, record page optimization, recommended actions, accessibility, and usage analytics. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
Crafting great workspace experiences
In this session, participants will design intuitive, scalable workspaces using ServiceNow’s Horizon Design System and Figma. We'll cover workspace basics, help you connect user needs to the experiences you’re building, and teach you how to validate your designs and assumptions for better user outcomes. Attendees will leave with actionable insights, a replicable design process, and a high-fidelity prototype they can implement to improve usability and efficiency.
UX: Move Faster, Design Smarter AI Experiences
Learn to leverage our design libraries, Figma prototyping, and testing methods to deliver AI solutions that meet both user and business needs. This session will equip you with techniques to accelerate time to value while ensuring high-quality UX, all while conserving resources. Ideal for anyone looking to move quickly and efficiently—without sacrificing quality.
The AI-powered enterprise: transforming workflows with ServiceNow and Google Cloud
Elevate your ServiceNow workflows to new heights by leveraging the power of Google Cloud. This session showcases how running the Now Platform on Google Cloud provides access to Google's AI-optimized infrastructure, enabling you to build and deploy AI agents and applications at scale. We'll explore how to responsibly harness AI across the development lifecycle, taking advantage of Google's research and tools to create enterprise-ready AI solutions.
Ask the Experts: Knowledge Management
Join us for an interactive Ask the Experts session focused on all things Knowledge Management! This is your chance to connect with top industry professionals and get answers to your burning questions. Whether you're looking to deepen your understanding, solve specific challenges, or explore advanced features, our experts are here to help. Bring your questions, ideas, and curiosity, and leave with valuable insights and practical solutions. Don't miss this opportunity to learn from the best and enhance your Knowledge Management skills!
Accelerate productivity through agentic workflows
AI agents are disrupting the ways we work. Organizations are tapping into the power of agentic AI to realize massive productivity gains through reduced resolution time and accelerated time to value. Join this session to learn from our workflow automation product team what is in the roadmap for Workflow Studio, and how we are transforming workflows through the power of AI agents and operators using flows, subflows, and actions.
Amazing automation: Get the most out of Flow Designer, Playbooks, and Decisions
Want to learn how to get started with ServiceNow automation products like Flow Designer, Playbooks, or Decisions tables? Or are you already a pro and are looking to squeeze every bit of power and customization from the platform? Either way, join this session to learn, ask the experts any question on your mind, and learn the best ways to get the tools to work together to achieve incredible outcomes.
Ask the Experts: AMA with the Flow Designer team
Come one, come all! Are you a new Flow Designer user, looking for tips to get started? Or a power user looking to squeeze out every last drop of power, customization, and automation from Flow Designer? Or maybe you're a Workflow user who is thinking about making the jump to Flow Designer? No matter your skill level, come on by and ask the Flow Designer team your questions.
Scaling generative AI in the enterprise: Insights from ServiceNow and AWS
In an era where generative AI is redefining business operations, organizations must balance innovation with responsibility. This session brings together industry leaders from ServiceNow and Amazon to explore the intersection of AI and enterprise workflows. With real-world insights and strategies, attendees will learn how to mobilize and scale AI solutions effectively. From practical use cases to best practices in AI-driven transformation, this executive talk discusses how businesses can maximize value while maintaining a holistic approach to data, technology, and organizational readiness.
ServiceNow MVP panel: Ask us anything!
Ever wondered how to become a ServiceNow MVP? Here’s your chance! Join our panel of ServiceNow MVPs for an interactive Ask Me Anything session. Discover how the MVP program works, personal journeys to MVP status, challenges faced along the way, and our favorite features. Bring your curiosity and get the insights you need to take your first steps toward MVP recognition!
Why technical people need soft skills
Increasingly as IT is seen as a business function and not just as operational, it's not enough to just know the technology. Here's how to lean into your EQ and if it's not a strength for you, how you can build that muscle.
SCIM to the rescue: Elevate your Identity Management strategy in ServiceNow
Discover how System for Cross-domain Identity Management (SCIM) integration transforms identity management in ServiceNow. This session highlights SCIM's advantages over traditional LDAP, including streamlined user provisioning, enhanced interoperability, and scalability for cloud environments. Learn how SCIM's RESTful API and JSON format simplify workflows, reducing complexity and enabling efficient identity management. Join us to explore how SCIM integration can elevate your ServiceNow experience and enhance your identity management strategy in a digital-first world.
Behind the Build: Driving Innovation with ServiceNow and AI-Integrated Solutions
In this live Q&A, Ann-Cathrin will walk us through how her team identified a real-world problem, built a solution using ServiceNow’s app development tools, and delivered meaningful business value through platform capabilities and AI-powered integrations. You’ll walk away with insights, ideas, and practical lessons to drive innovation in your own organization.
Enhancing customer support with AI-Driven virtual agents and NLU
As customer expectations evolve, delivering efficient and personalized support becomes imperative. This session will delve into deploying AI-powered virtual agents and Natural Language Understanding (NLU) within ServiceNow to transform customer service operations. Participants will gain insights into designing conversational interfaces, training NLU models and integrating virtual agents to handle routine inquiries, allowing human agents to focus on complex issues.
Now Assist for Spoke Generation – Your Ultimate Guide to Seamless Spoke Creation
Tired of wading through API documentation just to create third-party integrations? With Now Assist for Spoke Generation, that's no longer necessary! Join us to learn how you can generate Spokes and Actions effortlessly without diving into complex API details or lengthy documentation. Simply copy and paste your API information, and let Now Assist take care of the rest. Whether you're new to integrations or an expert looking to save time, this session will show you how to streamline your workflow and enhance productivity. Don’t miss out on transforming the way you create Spokes!
AI Flashpoints: How to Inject AI into Your Business Transformation Strategy
Join Infocenter, a leading ServiceNow Elite Partner, to learn how RADIUS strategy and planning workshops can help you uncover key AI integration opportunities and drive business transformation. Discover critical flashpoints where AI enhances efficiency, innovation, and value. Gain expert insights and real-world use cases to identify AI opportunities and accelerate your digital journey with confidence.
Top 5 building blocks to supercharge your Now Assist success
Join us to hear how 5 essential components drove our success with Now Assist and helped us achieve organizational goals with less effort. Learn how we built a robust knowledge base, customized our Virtual Agent to reflect our brand and enhance user experience, utilized a flexible workspace for seamless access, kept our instance up to date, and created engaging conversations with Flow Designer. Discover how these strategies helped us overcome common challenges, streamline our processes, and kickstart your GenAI Now Assist journey!
Journey to ServiceNow: Customer stories and insights
Join this session for an insightful fireside chat where customers will take the center stage to share their transformative journey with ServiceNow. Attendees will hear first-hand accounts from organizations across various industries, highlighting how ServiceNow has revolutionized operations, enhanced efficiency, and propelled innovation. Whether you're embarking on a digital transformation journey or seeking to maximize the potential of Gen AI, this session is a gateway to actionable insights, strategic guidance, and unparalleled networking opportunities.
AI Agents in Action
Join us for an interactive session where we explore how organizations are leveraging AI Agents to drive efficiency and innovation. We'll share exciting use cases and invite you to discuss your own experiences and challenges. Finally, we'll gather your feedback on what features and support you need to maximize the potential of AI Agents in your organization. Let's explore the future of AI Agents together!
AI Agent Studio
Are you an AI agent builder? Are you interested in the tools that put AI agents to work? Let's talk about the features of AI Agent Studio that make it the development playground for AI agents in the ServiceNow platform. What's working for you? What else would you like to see included? Empower agent builders everywhere and join us for a deep-dive discussion.
Build an AI Agent
Curious what it takes to build an AI Agent that can reason, adapt, and act on its own? This hands-on session shows you how, then puts the tools in your hands. You’ll explore real-world use cases, then build your own AI Agent on the ServiceNow Platform. Plus, score an exclusive t-shirt along the way! No matter your skill level, you’ll walk away ready to lead the next wave of intelligent automation. Note: CCA3603, CCA3693, & CCA3694 are all the same session, just with different start times.
Build an AI Agent
Curious what it takes to build an AI Agent that can reason, adapt, and act on its own? This hands-on session shows you how, then puts the tools in your hands. You’ll explore real-world use cases, then build your own AI Agent on the ServiceNow Platform. Plus, score an exclusive t-shirt along the way! No matter your skill level, you’ll walk away ready to lead the next wave of intelligent automation. Note: CCA3603, CCA3693, & CCA3694 are all the same session, just with different start times.
Build an AI Agent
Curious what it takes to build an AI Agent that can reason, adapt, and act on its own? This hands-on session shows you how, then puts the tools in your hands. You’ll explore real-world use cases, then build your own AI Agent on the ServiceNow Platform. Plus, score an exclusive t-shirt along the way! No matter your skill level, you’ll walk away ready to lead the next wave of intelligent automation. Note: CCA3603, CCA3693, & CCA3694 are all the same session, just with different start times.
Harness the full potential of ServiceNow Studio, powered by GenAI
Let's chat about how ServiceNow Studio can take your platform development prowess to the next level. This GenAI powered builder brings together every facet of the ServiceNow platform in a single, intuitive interface, allowing you to effortlessly and quickly build any type of app. With capabilities like App generation, you can get started faster than ever, so let's discuss the potential this game-changing new studio can unlock for your business!
Need a Bot for process automation? If you can describe it, you can build it!
Robotic Process Automation gives you the power to automate routine actions on the ServiceNow platform. We've made it even easier to develop RPA Bots. Just describe the bot using freeform text, and let ServiceNow generate the Bot on your behalf. Let's explore together how this innovation can help you solve real-world business problems.
AI Agents to the rescue -- across every corner of your business!
ServiceNow AI Agents are here to drive exponential productivity across every corner of your business. This requires AI Agents to reach out beyond ServiceNow to other systems and applications in your environment. Let's explore how AI Agents can cover these corners to realize true productivity gains for your employees, customers and more!
Supercharge your users with Mobile GenAI: Smarter, faster, better
Unlock the full breadth of Mobile GenAI to elevate user experiences! Dive into AI-driven features, covering search, Virtual Assistants, available mobile NowAssist skills, unique mobile capabilities, and the SDK to empower third-party apps. Discover how to seamlessly integrate these innovations for smarter, faster mobile workflows.
Ask the experts: identity and access control
Join us for an engaging session focused on the latest advancements in identity and access control. Attendees will have the opportunity to ask questions about new features such as Deny Unless and Security Data Filters, alongside insightful discussions on access analyzer and access simulator enhancements. This is your chance to interact directly with product managers and get clarity on how these developments can improve your organization's security posture.
From zero to Mobile: A fast-track guide to getting started
Jumpstart your mobile journey with ServiceNow! This session covers the fundamentals of building and deploying mobile experiences, even if you're starting from scratch. Discover key capabilities and common pitfalls to avoid. Gain hands-on insights to streamline development and maximize impact. Get ready to bring your mobile vision to life—fast!
Expert tips for designing a high-impact Mobile experience
Learn how to create mobile experiences that truly engage users! In this session, you'll gain expert tips on designing intuitive, user-friendly interfaces that maximize efficiency and satisfaction. Discover how to leverage ServiceNow’s latest mobile capabilities to craft seamless, impactful experiences. Transform your mobile app into a powerful tool that drives success and boosts adoption!
Mobile productivity unleashed: The latest features to get work done
Mobile adoption thrives when users have daily use cases and can work on the go. This session will provide a deep dive into the latest capabilities in mobile forms, offering insights into both configuration and implementation. You'll get a glimpse of the art of the possible and learn how to progressively enhance your current forms. Discover how to streamline workflows, boost efficiency, and empower your users with mobile tools.
Unlocking data security: exploring Field Encryption
Join us for an engaging Ask the Experts session focused on our new Field Encryption product and Platform Encryption. Attendees can expect to ask questions about the differences between Field Encryption and Column Level Encryption and gain practical insights into how to effectively implement these solutions in sub production or developer environments. Take advantage of this opportunity to interact directly with product managers and get the details you need to enhance your encryption strategies.
Stream Connect Message Replication - how to mirror topics to your local Kafka
Come learn how to simplify your Stream Connect implementation to configure the mirroring of topics to your local Kafka environment without leaving your Service Now instance. Remove the challenges of configuring a third party tool and allow Service Now to guide you through it! In this session you will learn how to configure your Message Replication from within the Service Now instance
Citizen development unleashed: Capability and Governance with Creator studio
Explore how to take Creator studio a step further, by extending it with often asked for features. Like sets of questions, tables, dynamic fulfilment and more. Explore how to foster citizen development with control through structured governance and empowered by admin teams.
Bot Hotel: High-Density Robots for Efficiency & Savings
Why settle for one bot per machine when you can host a whole bot party? With High-Density Robots, run multiple automations on the same machine, cutting infrastructure costs and making your VM setup a thing of the past. It’s the ultimate way to scale bots without scaling costs. Efficiency never looked so packed!
Snippet Sorcery: Master Automation and Tame Even the Toughest Tasks!
Master the art of automation in this engaging session where you'll learn to harness the power of code snippets, enhanced by Gen AI, to tackle even the trickiest challenges effortlessly. Discover how to lower the developer barrier to entry, enabling both seasoned professionals and newcomers to build robust code at rapid pace. We’ll explore practical techniques for leveraging these snippets to streamline your automation processes, increase efficiency, and ensure high-quality outcomes. Join us to unlock the potential of automation and transform your development approach with ease and confidence!
KMF: Your new best friend for integration encryption
The Key Management Framework (KMF) is your new best friend when it comes to encrypted data integrating across multiple systems. These moving parts can get complicated quickly, don’t let custom scripting add to the confusion! We’ll review the new APIs, as well as the deprecated ones to stay away from. By doing it the right way the first time, you’ll reduce the chance of an accidental mis-configuration and the result will be a system with increased supportability. Your security team (and your future self) will thank you!
Ask the Experts: Safeguarding Sensitive Data with Core Security Features
Join our team as we explore "defense-in-depth" strategies to protect your sensitive records and fields from unauthorized access. You’ll gain practical, actionable insights that can be implemented immediately, with all tools discussed requiring no additional entitlements or licenses. This session will focus on leveraging core platform features, including Data Classification, Data Filtration, Access Control Lists (ACLs), and Column-Level Encryption for enhanced protection. We’ll also cover best practices for routine review and auditing using Access Analyzer.
Ask the Experts: Responsible Data Privacy Strategies for Your Instance
Importing data into the platform can significantly enhance your automation and workflows, but it also comes with the responsibility of managing sensitive information. Rules surrounding data import and storage vary widely across industries and must be approached with care. In this session, we’ll discuss responsible strategies for classifying data, managing its lifecycle on the platform, and securely removing it when necessary. This panel will focus on the “people, process, and technology” needed to minimize risks while handling sensitive data in both production and sub-production instances.
Pro Dev Tools: ask us anything!
This interactive Ask Us Anything session is your chance to connect directly with the experts behind the ServiceNow IDE, SDK, and Fluent framework. Whether you’re troubleshooting advanced use cases, curious about best practices, or looking to explore new features, our panel is ready to help. Gain deeper insights into how these tools enhance developer workflows, boost productivity, and enable scalable customization. Bring your toughest questions and leave with actionable solutions, insider tips, and a clearer path forward for your development projects on the ServiceNow platform.
Ask the Experts: Agent Chat and Advanced Work Assignments
Join us for an interactive Ask the Experts session focused on all things Agent Chat and Advanced Work Assignment! This is your chance to connect with top industry professionals and get answers to your burning questions. Whether you're looking to deepen your understanding, solve specific challenges, or explore advanced features, our experts are here to help. Bring your questions, ideas, and curiosity, and leave with valuable insights and practical solutions. Don't miss this opportunity to learn from the best and enhance your Agent Chat and Advanced Work Assignment skills!
Ask the Experts: Workspace Experience
Join us for an interactive Ask the Experts session focused on all things Next Experience! This is your chance to connect with top industry professionals and get answers to your burning questions. Whether you're looking to deepen your understanding, solve specific challenges, or explore advanced features, our experts are here to help. Bring your questions, ideas, and curiosity, and leave with valuable insights and practical solutions. Don't miss this opportunity to learn from the best and enhance your Next Experience skills!
Cut the Fluff with Creator Catalyst - A Practical Design Method for Developers
When it comes to application design in ServiceNow, most teams have the challenge to answer the question "where to get started?" This session covers a practical and tested human centered design methodology that developer and design teams can follow to build valuable and impactful enterprise applications with a focus on user experience. The intended audience is for architects and developers that are looking for a basic approach to design without the need to be a trained human centered design expert.
Action Center: Your Command Hub for Instant Fixes and Task Automations!
Discover how Action Center empowers IT support and business teams to streamline troubleshooting, automations, and task execution. In this session, you'll learn to build and use actions that handle complex technologies in the background, making remediation and ad-hoc tasks seamless. We'll explore how Action Center offers visibility to the right person at the right time, ensuring that your team can efficiently manage issues, trigger automations, and keep workflows running smoothly, all while reducing complexity and enhancing collaboration.
Using ATF/Cloud runner
Automated testing framework is your best friend when it comes time to upgrade. Discover how this tool can lighten your load and make upgrades faster, more efficient, and less risky.
Project management 101
When implementing ServiceNow, it is important to know how to manage your project to go live on time and on budget. Come learn some of the insights that help make implementations successful.
Low-Code, High Control: Governance Essentials for Low-Code Development
As low-code and hyperautomation technologies continue to transform business operations, governance has become more critical than ever to ensure that innovation doesn’t outpace control. We'll cover how App Engine Management Center can help organizations scale low-code development while minimizing risks. Learn how to balance agility and control, enabling citizen developers and experienced coders to collaborate efficiently. Get ready to ask your toughest governance questions and leave with the tools to lead your organization confidently through the low-code revolution!
Citizen development
This can be a scary and/or controversial topic in many organizations. Come find out how to take the risk out of citizen development and take some load off of your developers
Application development explained
You have a specific use case and you want to create a custom application. Learn how to do it correctly and in a way that it is scalable and maintainable in your environment.
Effortlessly Integrate Third-Party Automations in Under 10 Minutes!
Say goodbye to the headache of managing automations across different platforms. Automation Center lets you unify and control all your automations, RPA or non-RPA, from a single, streamlined interface! In this session, we'll demonstrate a streamlined UI that simplifies the integration of your automation data into the Automation Center. Whether you're using RPA or non-RPA tools, we'll showcase how to seamlessly connect this data to the Automation Center with intuitive journey, all through minimal and straightforward steps.
Smart Flow Generation: AI RAG for Custom Actions, Subflows & Data Pills
Join us for an exhilarating and transformative session on flow generation with AI Search-Based RAG. This cutting-edge feature revolutionizes flow generation quality by supporting custom actions, subflows, and tables. By intelligently fetching relevant actions and tables based on user prompts, it provides the LLM with unparalleled context, resulting in highly accurate flow blueprints and precise inputs/outputs for each component. Experience faster, more efficient, and superior flow generation with AI Search-Based RAG. Don't miss out on this game-changing advancement in automation!
#Hashtag-Driven AI: Seamless Flow Generation with Data Pills
Join us for an exhilarating and transformative session on flow generation with the groundbreaking hashtag feature. This innovative addition empowers users to select tables while describing their prompts effortlessly, providing the LLM with unparalleled context for superior predictions and enhanced results. This enhancement guarantees more accurate inputs and outputs, optimizing flow generation and dramatically boosting efficiency and quality. Don't miss out on this revolutionary advancement in automation!
AI-Powered Flow Generation with Data Pills
Join us for an exhilarating session on flow generation, where we unveil the latest advancements in creating flows with Data Pills using Generative AI. This revolutionary approach empowers users to effortlessly generate flows with datapills through the "Build with Now Assist" feature, simply by describing their prompt. Hashtag feature and AI search-based RAG enhance the quality of Data Pills for LLM, supporting custom action, subflow, tables. The new user interface dynamically highlights the generation process, allowing users to save and edit the flow once all components are generated.
Ask the Experts: Architecting Success with Workflow Studio’s Unified Automation
Join our Workflow Studio experts in this interactive session designed for developers and architects eager to enhance their automation strategies! Dive into how Playbooks, Flows, and Decision Tables can seamlessly fit into your requirements, addressing real-world challenges. Gain architectural insights to design resilient automations and explore what’s on the horizon with the AI Agentic Framework, Now Assist, and GenAI. Discover how these future features, like intelligent guidance and in-product search, will optimize flows, playbooks, and triggers to empower you with next-gen automation.
Exploring OAuth 2.0 in ServiceNow: A Masterclass in Authentication
This masterclass offers a comprehensive guide to implementing secure authentication, delving into advanced techniques. From protocol fundamentals to ServiceNow-specific strategies, this resource empowers developers with the knowledge needed to master OAuth 2.0, ensuring robust and effective authentication in ServiceNow environments.
Unraveling the Full Power of ServiceNow’s Workflow Suite
Dive into the depths of ServiceNow’s workflow automation suite in this interactive session. Our panel of experts will help you unravel the full capabilities of tools like Flow Designer, Flow Generation, Decision Management, Conversational Flows, and Image to Playbook. Whether you're facing specific challenges or want to explore how these tools integrate seamlessly, this session provides expert insights and solutions. Bring your questions and uncover how to create intelligent, adaptive workflows that optimize business processes end-to-end.
FlowInsight Pro: Harnessing Gen AI for Proactive Workflow Health Optimization
FlowInsight Pro leverages Gen AI to continuously monitor and optimize workflow health. By analyzing logs, detecting potential issues early, and providing real-time fixes, Gen AI ensures that workflows run efficiently and stay ahead of problems. With features like proactive health alerts, auto-suggestions, and conversational support via FlowBot, FlowInsight Pro transforms workflow troubleshooting and optimization, reducing manual intervention and boosting performance across the enterprise.
Streamline virtual agent conversations with Now Assist and Knowledge Graphs
Learn how knowledge graphs are used to eliminate redundant Q&A within virtual agent conversations. How contextual information is gathered about the requestor (employee or customer) and used to slot-fill conversational details.
How to build a chatbot integration with the Virtual Agent
Do you have an existing chatbot that you want to integrate with the ServiceNow Virtual Agent? Then join us to learn how our Virtual Agent API enables bot-to-bot integrations to connect and enhance your conversational AI ecosystem.
Itaú pipeline processes and tools evolution
To ensure quality in ServiceNow deployments, we integrate its tools with Itaú's processes, using Instance Scan for best practices and risk mitigation. Test Management and ATF ensure test coverage, while the CAB module assesses changes for production. We automate package uploads to enhance speed and minimize platform impact. Our team of 150 developers conducts daily deployments, adding over 2000 packages in six months.
Plat4mation's AI Blueprint: Lessons from 10+ AI Agents & 30+ Customer successes
Plat4mation reveals their AI Blueprint: a practical approach leveraging AI Agents, Agentic AI and AI Agent Orchestrator to transform ServiceNow. In this session, we share lessons from deploying 10+ AI Agents and achieving 30+ customer successes. Learn how our proven approach streamlines automation, enhances governance, and empowers teams to maximize ServiceNow's potential. Join us for actionable insights and strategies for AI-driven success.
LAB3 streamlines service operations with ServiceNow and Microsoft Teams
Imagine the simplicity of accessing the ServiceNow portal directly within Microsoft Teams. In just three months, LAB3 made this a reality by integrating the ServiceNow platform and its AI capabilities into its environment. As a Microsoft partner and Asia Pacific-based services provider, LAB3 is known for innovative AI and automation solutions. Join us to learn how LAB3 achieved this transformation, improved resolution times, made self-service easier, and streamlined workflows to boost client satisfaction through the power of ServiceNow and Microsoft Teams integration.
360 Exchange: Maximizing Gen AI Power Virtual Agent, Employee Center & Now Assist
Are you ready to take your ServiceNow experience to the next level? Join us to dive deep into the advanced capabilities of Virtual Agent, Employee Center, and Now Assist (powered by Gen AI). Whether you’re an IT professional, business leader, or developer, this session is your roadmap to implementation success. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
Hidden tricks : You’ll never need to create a ServiceNow case for these issues!
Many developers are unaware of the importance of node logs in troubleshooting server-side issues in ServiceNow. In this session, learn the concept of nodes and demonstrate how to identify and log into a specific node (The TRICK!) to retrieve node logs for server-side transactions. This technique is invaluable for tracking record updates (up to 21 days) and is essential for diagnosing reproducible issues. With my past working experience in ServiceNow Support, I'll share key tricks I've learned to help attendees efficiently resolve server-side problems without relying solely on support.
360 Exchange: CMDB and CSDM: Deliver exceptional AI outcomes with a trusted data foundation
Empower your strategic decisions on the Now Platform with the Common Services Data Model (CSDM) and Configuration Management Database (CMDB). Discover effective strategies for successful CMDB implementation, from establishing a strong foundation to customizing the CSDM and maximizing benefits through widespread adoption. Join this exclusive 360 Exchange tailored specifically for Marquee customers and get a unique opportunity to interact with ServiceNow specialists and peers, engage in insightful discussions, and find solutions to common challenges.
Integration Hub Agentic spokes: Put AI Agents to work in every part of business
In the past, spokes have powered Virtual Agent with thousands of pre-built actions to complete requests involving other systems. But this has all been only for pre-scripted use cases. Now, AI Agents can use spokes dynamically when reasoning on how to best solve a task or workflow request, with agentic spokes. AI Agents can now use spokes in flows that the agent creates on the fly, based on the latest data available. This opens up a whole new world of use cases for spokes as an action tool for AI Agents. Join this session to learn how to utilize spokes in the dynamic new world of AI Agents.
ServiceNow and Boomi -- better together!!!
ServiceNow is the AI Platform for Digital Transformation. Boomi offers AI-powered solutions for API management, integration and automation, and data management. The recent partnership between ServiceNow and Boomi provides the best of both worlds. In this session, we'll demonstrate how customers are leveraging the power of ServiceNow workflows along with 3rd party applications, together with Boomi API Management to create robust, scalable and reusable applications with governance, across their application ecosystem.
Click. Capture. Automate: Meet Lens, Your Visual AI Assistant
GPT-LENS is a visual assistant designed to seamlessly monitor any part of your screen—or the entire screen—and automatically execute preconfigured actions. Ideal for ITSM use cases and beyond, GPT-LENS can detect alert/error messages in real-time, raising incidents instantaneously. It ensures round-the-clock application and dashboard monitoring, autonomously taking the right actions to keep your operations running smoothly. Empower your workflows with GPT-LENS and embrace the future of automated monitoring and response.
From Chaos to Control: AI-Powered Service Operations in Action
See firsthand how ServiceNow, AIOps, and Agentic AI combine to deliver fully automated, intelligent Service Operations. Our demo takes you through a live scenario—detecting anomalies, predicting service impact, automating resolution, and even dynamically orchestrating ITSM workflows. Experience AI-led decision-making that streamlines operations slashes MTTR and frees up human agents for high-value tasks. If you’re looking to harness the next evolution of AI in IT service management, this is a demo you won’t want to miss.
Genesys and ServiceNow: Delivering a unified experience in the new era of CXaaS
A new era has begun–customer experience as a service, or CXaaS. Genesys and ServiceNow are at the forefront of this market convergence, with a shared vision and unified product. We recognize your customers expect seamless service, no matter how many channels or departments are involved. Yet the human middleware that ties your CX tech stack together can often lead to poor customer and employee experiences. We’ll explore the new, co-built Unified Experience from Genesys and ServiceNow solution and how it helps overcome rising customer expectations, agent turnover, and tightening IT budgets.
Scaling Operations with IWMS: Vertex's Connected Workplace Strategy
Disparate systems holding up your operations? An IWMS offers a powerful solution to scale your operations while simultaneously optimizing asset management, space utilization and staying on top of compliance requirements. Join Vertex to learn how their connected workplace strategy led to significant advancements across their diverse facilities. By centralizing workflows and eliminating cumbersome manual processes, they've unlocked unprecedented efficiency and streamlined their operations.
Unlocking the value of video and AI in the ServiceNow platform
Deliver AI powered video where work gets done in the Now Platform. Vbrick is packed with features that use AI to help you get the most value from your video content within ServiceNow. Improve operational efficiency, enrich customer experiences and engage employees with AI-powered features users will love. From a video assistant, to automated translations, transcripts, summarizations, and metadata generation, we make finding information, fast and easy, so they can get back to what matters – being productive. Learn how with Vbrick + ServiceNow.
FSM and beyond to orchestrate fiber to the home
Join us for an insightful session with the Orange France CIO and discover how the Now Platform is being leveraged to improve Customer Experience through ServiceNow's FSM solution. Learn how to revolutionize the quality of service (QoS) of Fiber to the Home (FTTH) and explore best practices for deploying this unique orchestrator.
Transforming Field Service: Orange's Journey with ServiceNow
Discover how Orange, a leading multinational telecommunications company, was able to streamline field service processes, increase technician productivity and automate workflows with ServiceNow. With over 290 million customers and thousands of technicians, Orange manages a complex service infrastructure but needed complete real time visibility into their field service operations. In this session, you will hear how Orange has worked with ServiceNow to deliver on their mission to easily deploy new services and provide exceptional customer service.
Bell Canada Reimagines Field Service with AI
Imagine how AI could transform your service delivery—reducing downtime, predicting issues before they happen, and optimizing your entire workflow. Join Bell Canada's SVP of Field Services, Bruce Dean and ServiceNow Innovation Officer, Ian Krieger, as they reveal how AI is reshaping field operations. You’ll walk away with actionable insights and real-world strategies to elevate your field service game.
Maximize cost savings with a holistic approach to asset management
Organizations see enterprise asset management (EAM) as a way to drive cost savings but struggle due to siloed solutions and neglected CMDBs. Accenture helps capture cloud, legacy and hybrid environments through ServiceNow's CMDB enabling effective management of growing asset landscapes. We bring functional and technology expertise to drive effective asset management processes and maximize ROI for EAM investments. This enables higher-value capabilities on ServiceNow platforms, like Application Portfolio Management, and drives better service performance insights and application rationalization.
Navigating Agentic AI adoption journey: A Total Experience approach
Embark on a transformative journey of adopting and scaling Agentic AI programs to revolutionize your IT operations. Leveraging deep expertise, understanding of industry pain points & extensive experience in ServiceNow consulting, implementation & managed services, HCLTech crafts tailored solutions. By integrating ServiceNow's GenAI with HCLTech’s innovative IPs and solutions, businesses can enhance cost-efficiency, operational productivity, and stakeholder experiences, driving transformative outcomes and fostering a cohesive Total Experience.
Accelerating AIops-driven modernization in infrastructure services
In today's IT landscape organizations are modernizing their infrastructure to stay competitive. This session addresses the integration of legacy systems with cloud-native applications and the optimization of workflows. We'll introduce a modular architecture and explore how AIOps, powered by agentic AI, can inspire smarter workflows, boosting productivity and efficiency while ensuring seamless integration and continuous improvement. Practical methods for measuring success and ROI will also be discussed. Join us to discover how AIOps, enhanced by agentic AI, can transform your IT infrastructure.
Driving Usability & Accessibility: Accenture’s ServiceNow Success Story
How can organizations scale accessibility and usability across their workplaces? Accenture tackled this challenge using ServiceNow’s Workplace Delivery app with MobilityMojo, driving greater accessibility conformance and improving employee experiences. In this session, we’ll explore how this solution enhances workplace usability, streamlines accessibility efforts, and delivers real business impact. Join us to learn best practices and see how technology can create more inclusive environments.
Fly fast! Accelerated data-driven digital transformation at Everest Global
A global insurance organization had a complex IT organization built around “cmdb\_ci\_appl” table. With misplaced data and extra custom tables, they collaborated with Capgemini to align ServiceNow CMDB with CSDM framework to move them through stages of CSDM maturity. Hear this incredible accelerated digital transformation case study and learn how the assessment, application refactoring, enhanced Application Service and Service offerings resulted in visibility to Enterprise architects/Application owners and aligned ITSM with Services tables for better support of critical application in less than a year!
Transform your manufacturing operations with business process automation on AWS
Transform your manufacturing operations with business process automation, leveraging the power of AWS and cutting-edge solutions from the AWS Marketplace. Discover how tools like Business Process Automation for Manufacturing can streamline workflows, reduce manual tasks, and improve operational efficiency. In this session, you will learn how to integrate automation into critical manufacturing processes to enhance productivity, maintain quality control, and ensure scalability. We will explore real-world use cases and customer success stories.
The Future of ServiceNow’s Operational Technology Management
Join us for an in-depth view of ServiceNow's Operational Technology Management future vision and roadmap. This informative session will provide a comprehensive look at our strategic direction and investments aimed at transforming production floor operations and digitizing the shop floor - from device health to asset management and solutions for connected workers. Learn how agentic AI can autonomously manage routine OT tasks and make intelligent decisions to transform operations.
The Intelligent Endpoint and IT Automation powered by TeamViewer AI
This session covers how AI-powered endpoints and IT automation from TeamViewer and 1E enhance efficiency, security, and remote management. By leveraging AI for predictive maintenance, assisted or automated remediation, and real-time monitoring, organizations can reduce downtime and streamline IT operations. TeamViewer and 1E enable seamless remote support, self-healing endpoints, and proactive issue resolution, driving digital transformation in modern IT environments.
Explore the roadmap: Sourcing and Procurement Operations
Streamline employee purchasing with ServiceNow Sourcing and Procurement Operations. Learn how we're simplifying intake with AI Agents so you can get in front of procurement requests, manage more spend, and delight employees. We'll show how we help companies deflect time consuming but low value activities through self-service, manage procurement cases from simple to complex, and direct work to the best available resources with the ServiceNow Platform. You'll also get a peek at the innovation roadmap.
AI Agents: The vision and strategy for Finance and Supply Chain Workflows
Put AI agents to work across finance, procurement, and supply chain processes. You'll hear our vision and strategy for transforming the way work gets done with assistive and autonomous agents in both the source-to-pay process and finance operations. We'll share roadmap plans and highlight key value drivers.
Discover the roadmap: Supplier Lifecycle Operations
Make life easier for supplier managers and suppliers alike with Supplier Lifecycle Operations. Learn how ServiceNow streamlines the supplier onboarding process by orchestrating work across sourcing, legal, finance, and procurement teams. Hear how we extend these workflows to the suppliers themselves so they can self-service common activities like legal entity or bank account updates. See how we're putting AI Agents to work on your behalf to simplify supplier interaction, freeing your team from monotonous how-to and status requests that eat productivity.
The future of corporate governance using data to build a map of the enterprise
How to build a digital map of the enterprise to provide centralized holistic technology governance across millions of IT and OT assets. We will discuss: \-Technology choices \-Deployment Patterns \-Organizational Change Management \-Partnerships and alliances \-How to bring Technology Asset Management to the forefront of corporate governance And how all of this relates to Eggs...
Elevating partner marketing efficiency with Tenon, Cask, and ServiceNow
As the ServiceNow partner ecosystem grows, the demand for connected systems to boost collaboration, speed up outputs, and drive success across the company is more critical than ever. Join us to hear from key speakers at an engaging session that delves into how Tenon—built on the ServiceNow Platform—alongside Cask, a ServiceNow trusted partner, has revolutionized partner marketing workflows at ServiceNow. Attend this session to discover how Tenon automates essential processes to enhance operational efficiency and streamline marketing efforts that drive results.
Agentic AI in the digital factory: Revolutionizing production and operations
AI can power automation, robotics systems, quality inspection and testing, and predictive maintenance to eliminate waste from production. However, sometimes AI projects can face challenges like running over budget and schedule, due to complex and manual planning processes, legacy technology infrastructure, and disconnected tools, data and teams. Join leaders from NVIDIA and ServiceNow to learn how digital factories are addressing these challenges and embracing them.
How AT&T optimized costs by modernizing their TBM approach on ServiceNow
You can’t manage what you can’t measure, and that's why Technology Business Management (TBM) was introduced. TBM helps translate technology investments into business value. And while TBM is not new, AT&T decided to take a modern approach to it. They'd been using a siloed TBM platform to manage a multi-billion-dollar budget, but despite significant investment, nobody believed the data. With pressure to take millions out of IT spend, AT&T decided to partner with Nicus and ServiceNow to align their operational and financial data on the ServiceNow platform.
Next generation contact center: ServiceNow Voice integrates with Amazon Connect
Discover how to revolutionize customer engagement with the next generation of contact centers using Amazon Connect integration with ServiceNow Voice. This seamless integration combines the scalability and intelligence of Amazon Connect with the powerful workflows and automation of ServiceNow to deliver exceptional customer experiences. In this session you will learn how to streamline contact center operations, improve agent productivity, and enhance service quality with AI-driven insights and real-time data synchronization.
Scopes? Where we are going we don't need scope (pickers)!
Want a unique opportunity to directly vote on the features you most want to see in the new ServiceNow Studio? Join the product team to explore the latest developer experience. We will showcase ServiceNow Studio's latest features and future roadmap enhancements.
ServiceNow AI Agents roadmap: Ready today, built for tomorrow
ServiceNow AI Agents are already driving exponential productivity for organizations in every industry, but much more is yet to come. Join us for an exclusive look at our product roadmap, where we’ll unveil the AI agents of tomorrow and hear from AI pacesetters about how they’re planning to incorporate agentic AI into their workflows. We’ll also showcase our latest AI ecosystem partnerships and innovations around AI management and governance that will transform outcomes in every corner of your business.
Tenon marketing automation and ServiceNow SOM transform Summit 7
Discover how Tenon, Marketing Work and Automation, and Sales and Order Management (SOM) transformed Summit 7’s operations. Facing rapid growth and siloed systems, Summit 7 leveraged Tenon on ServiceNow and SOM to unify marketing, sales, and service, streamlining processes and enhancing connectivity. This enterprise-wide transformation enhanced centralized insights, while boosting efficiency and ROI. Join Tenon, ServiceNow, and Summit 7 to explore how these tools drive strategic alignment, enterprise transformation, and marketing effectiveness for business growth.
Streamline your SDLC with a team of AI Agents
Gone are the days of humans having to take notes, draft user stories, and create technical documentation. Come learn how EY has packaged together a team of AI agents to bring your software development cycle to life. During this session you’ll meet agents such as ScrumMaestro who is responsible for managing sprints, story points and developer assignment. Later on you’ll be introduced to DocuMentor, who is responsible for the technical documentation of user stories and update sets.
What's shaping the future of customer and employee experiences
With over 80% of consumers saying a company is only as good as its service, customer experience (CX) professionals are rapidly adapting their strategies to deploy sophisticated AI and fast-track digital transformation. Join Genesys and Accenture for an exclusive look into the most pressing CX and EX trends and learn how to level up your customer and employee experiences, delivering greater business value.
80% faster account onboarding with ServiceNow TPSM and Service Bridge
Lenovo, a leading global technology company, revolutionized customer experience using ServiceNow Technology Provider Service Management (TPSM) with in Morphis. By deploying curated onboarding playbooks, seamless integrations, and automation, Lenovo achieved 80% reduction in customer onboarding time, 60% reduction in service request MTTR, as well as 360° customer visibility for billing, SLAs, and cases. This transformation streamlined workflows, enhanced SLA performance, and delivered a proactive, customer-centric service model.
Adopt AI and unlock business transformation with DXC
Companies face pressure to rapidly realize value from AI investments. Learn how DXC helps customers accelerate their AI journey using the core capabilities of DXC’s AI Impact, which combines consulting, engineering and secure enterprise services, with Now Assist. Our blueprint for success is crafted from the expertise and insights we gained through our 'client zero' implementation, which spans over 500 customers. Whether you're unsure where to begin, facing challenges with adoption, or aiming to maximize ROI, DXC can help you move forward quickly and deliver real-world results.
Agentic AI: How SAP and Accenture are shaping the future of enterprise processes
Discover how SAP and Accenture are pioneering Agentic AI to transform SAP's service and operations processes. Leveraging latest advancements in autonomous agents, we explore first achievements, challenges, and lessons learned in deploying AI Agents at scale. Learn how these innovations accelerate service and operations processes, optimize workflows, and unlock unprecedented value for businesses.
Agentic AI in enterprise workflows: Balancing innovation, outcomes, and risk
The rise of agentic AI—systems capable of autonomous decision-making within predefined parameters—offers unparalleled opportunities for innovation and efficiency in enterprise workflows. Recognizing this transformative potential, NVIDIA and ServiceNow are advancing the deployment of agentic AI in IT applications. Learn how to identify suitable AI agent use cases that align with technological maturity and how to design human-in-the-loop experiences for effective oversight and governance to address risks.
Autonomous intelligent workflows with Now Assist and Tanium
As most organizations are thinking through how to put AI to work, ServiceNow and Tanium have partnered with the largest customers of Now Assist to completely disrupt how Now Assist can help automate tedious tasks across IT, Security and Risk. In this session we will discuss with mature and large customers of Now Assist where Tanium is enabling real-time decision making based on confidence and trust. Autonomous Intelligent Workflows that make incident management real-time. Come learn about how these customers are realizing benefits of Now Assist using Tanium.
Avantor's HR revolution: Real results with Now Assist
Explore how EY and Avantor used ServiceNow's Now Assist to revolutionize HR service delivery. This session will delve into the creation of a unified HR portal that enhanced self-service, streamlined agent support, and improved the mobile user experience. Learn about the impressive outcomes, including hours saved for end users and number of cases deflected annually. Gain insights on implementing scalable, future-ready HR systems and achieving significant operational efficiencies through Now Assist.
Elevating your enterprise workflows with LTIMindtree’s-ServiceNow Agentic AI
In this evolving digital landscape, LTIMindtree is collaborating with ServiceNow to leverage Agentic AI, helping businesses unlock new levels of agility, intelligence, and innovation. Please join us to know how this partnership is enabling enterprises to stay ahead in a rapidly changing world, equipping our clients to connect IT, Employee, HR, and Customer functions seamlessly, creating a highly autonomous and data-driven enterprise to Streamline tasks and reduce costs with enhanced voice-enabled AI.
The CreatorCon Hackathon: You’re Invited!
The sky's the limit at the CreatorCon Hackathon. Teams of all types go head-to-head in this one-night quest for fun, prizes, and glory. This is your opportunity to build apps that solve real world problems. Any and all backgrounds and skills are welcome! You + the ServiceNow platform = unlimited brilliance! Required in-person registration opens 2 hours prior to start.
Empower your admins: Simulate and secure with Access Simulator
Join our exclusive session and transform your approach to platform security. Here’s what you’ll gain: Getting Started: Master the art of simulating different user scenarios. Practical Insights: Learn to preview access changes and make informed decisions. Customization Tips: Discover how to tailor the simulator to your needs by enabling or disabling actions. This session is designed to boost your productivity, ensure precise access control, and maintain proper segregation of duties. Don’t miss this chance to enhance your capabilities and secure your platform like never before.
Dynamically search enterprise content with External Content Connectors
Finding the right information you need shouldn't be a challenge. With AI-powered search, enabled by our External Content Connectors, employees and AI agents can instantly access relevant content trapped in siloed enterprise systems like SharePoint and Confluence all from a single platform experience. By securely connecting your external content on our platform, you can break down silos and find the right information at the right moment. Join us to see exactly how AI-driven search can make your content more accessible and actionable.
Process and Task Mining strategy and roadmap
Process and Task Mining are transforming how organizations uncover inefficiencies and optimize workflows. In this session, we’ll explore the latest advancements in ServiceNow’s Process and Task Mining capabilities, outlining the strategic vision and roadmap that will drive the next wave of intelligent process optimization. You’ll gain insights into how these solutions provide deep visibility into end-to-end workflows, highlight automation opportunities, and measure the impact of process improvements.
How HDFC maximizes business outcomes with ServiceNow Impact
HDFC Bank’s journey with ServiceNow has gone beyond traditional implementations to deliver measurable business impact. Join this session to learn how HDFC Bank automated workflows and aligned IT goals with tangible outcomes, resulting in enhanced efficiency, better decision-making, and higher ROI using customer success offerings, including ServiceNow Impact.
Next-Gen application development governance
Explore cutting-edge governance features in App Engine Management Center. We'll demonstrate how GenAI-powered app summaries and best practice scans ensure consistent development standards. Plus, get a sneak peek at our roadmap for governing development in the age of AI. Join us to see how these tools can streamline your development process and improve app quality.
Powering AI-driven service transformation at Rolls-Royce
2024 has been a milestone year for AI-driven transformation at Rolls-Royce, leveraging GenAI and predictive intelligence within ServiceNow. Highlights include: Deflecting over 12,000 tickets with AI-driven self-service and contextual search. Reducing incidents by 40% through proactive problem management. Shifting 60% of interactions to digital channels. Reducing MTTR by 17% via automated workflows. Looking ahead: Simplified knowledge Management with GenAI. AI-driven governance and trust. Seamless tool integrations. Rolls-Royce is redefining IT services to enhance performance and resilience.
Strategic Vision and Roadmap for Risk, AI, & Sustainability
Join the ServiceNow Risk, Resilience & Sustainability product team as they unveil the latest roadmap that will transform how organizations leverage Integrated Risk Management (IRM), Business Continuity Management (BCM), Third-party Risk Management (TPRM), Privacy Management, and ESG Management (ESGM) for strategic outcomes. This session will explore recent innovations, like AI and AI governance enhancements, discuss future plans for the next release, and provide insights into our long-term vision to support you in implementing a comprehensive risk and AI strategy.
Product roadmap: What's new in Asset Management (ITAM and EAM)
IT and enterprise asset management are pivotal in optimizing service delivery, cost reduction, and risk mitigation - all of which are paramount concerns for today's C-level executives. Explore the latest advancements in ServiceNow Asset Management spanning software, hardware, cloud, and enterprise assets. Gain insights into the enhanced workflows and platform solutions that not only bolster strategic positioning and demonstrate value but also enhance user experience. Plus, get a preview of upcoming innovations and how AI agents are revolutionizing the way organizations manage their assets.
The essential "common knowledge" every SN admin, implementor, & developer needs
This session covers essential, often overlooked ServiceNow knowledge. Revisit fundamentals like "everything in ServiceNow is a record in a table," checking system properties before customizing, and using dictionary attributes and reference qualifiers. Learn how Flow Designer manages complex IF/THEN scenarios with decision tables and understand the "People do stuff to things" model. Ideal for new learners and experienced developers guiding others into Citizen Development.
T-Mobile empowers ITSM change management using data-driven approvals and risk
Managing change effectively is critical to maintaining organizational agility and achieving business goals. This session will showcase how T-Mobile utilizes ServiceNow’s Change Success Scores to revolutionize enterprise-wide change management. Learn how this data-driven approach provides actionable insights, minimizes risks, and ensures seamless transitions for both technical and non-technical teams. From real-life examples to best practices, this session will equip you with practical tools to foster a culture of continuous improvement and operational excellence.
Transforming IT Operations with ServiceNow at India’s largest private bank
HDFC Bank leverages the ServiceNow Platform to achieve operational efficiencies, enhance productivity, and improve satisfaction for over 200,000 employees. This session highlights the strategic implementation of ServiceNow ITSM, ITOM, and ITAM to streamline processes, optimize operations, and deliver superior experiences. Learn how tailored workflows, best practices, and effective adoption strategies enabled the bank to scale operations and achieve excellence through the right approach to implementation.
How Avalara realizes value with ServiceNow Impact and Now Assist
Avalara, a fast-growing technology company, is transforming employee experience and accelerating value with ServiceNow Impact and Now Assist. Learn how Impact helped fast-track its Now Assist implementation, streamlining service delivery for an improved end-user experience—achieving a 3.5x ROI on key outcomes.
We can model that! Demystifying ServiceNow's IRM Risk Assessment methodology
Life is a series of choices defined by risk and its assessment. Those who excel in evaluating risk gain an advantage, including in business. This session will teach you to model and adapt risk assessment frameworks within the SN IRM platform, establish data collection strategies, and transition from manual to automated factors. Practice rapid prototyping and debugging of risk-based RAMs to help stakeholders make better, data-driven decisions for any process.
What everyone in ServiceNow land needs to know at a minimum about CIs vs. assets
"Aren't they the same?" many ask. Short answer: "Um, actually, no. They differ fundamentally." This session is for everyone, HR and Customer Service included. You don't need to be in ITOM or ITSM to benefit. We'll cover primary relationships, distinctions, and explanations of asset and configuration management. We'll also discuss where to focus based on your needs and long-term strategies, and explore further avenues in both practices.
AI in action: Real-world stories with real-world results
From experimentation to achieving tangible and quantifiable results -- AI has taken the world by storm and sparked "aha" moments in all aspects of life. Join this Think Big session to hear from one cutting-edge leader as they share their transformative "aha" moment—when AI unlocked unexpected value and speed of results within their organization.
Enhancing healthcare revenue and patient outcomes through digital access and AI
Join healthcare industry leaders in this dynamic roundtable session as they share insights from their first-hand experiences and future endeavors on implementing ServiceNow to revolutionize care delivery, streamline operations, and provide exceptional employee experience. The panelists will discuss how they are addressing key challenges with onboarding, digital employee experience, AI adoption, and more. Experts from INRY and Cprime will facilitate the discussion and guide you on accelerating your healthcare transformation journey.
Acquisitive growth: Westlake’s IT foundation scales with the Now Platform
How can you gain scalable visibility in a complex IT environment? In this session, Westlake shares their journey with the Now Platform, showcasing how they expanded IT capabilities amid rapid growth through acquisition. We’ll discuss how ITOM enhances visibility with a centralized CMDB, how Virtual Agent is empowering employees through self-service, and how platform translation promotes inclusivity. The result? Improved employee experiences, and a streamlined service desk that allows agents, to focus on higher-value, more meaningful work. Join us to learn how to build a foundation for success!
Accelerate IT & security automation with ServiceNow + Tanium
Organizations are moving beyond Generative AI to Agentic AI. Tanium and ServiceNow are transforming IT and security operations with autonomous workflows that boost efficiency and accelerate outcomes. By integrating Tanium’s real-time data and ServiceNow’s AI-driven workflows, teams can resolve incidents in hours, not days, reduce risk, and drive confident automation. Join us to explore the future of autonomous IT and Security operations.
AI, automation, and the future of IT & security operations
IT and security teams are overwhelmed by fragmented tools, rising cyber threats, and slow, manual workflows. But AI and automation can transform IT and security from reactive to proactive, self-healing ecosystems. This talk explores how Tanium AEM and ServiceNow AI integrate real-time intelligence with AI-driven automation to accelerate incident resolution, enhance security, and simplify IT and security operations. Learn how enterprises are using AI-powered decision-making and predictive automation to work smarter, move faster, and stay secure.
AI & automation: Transforming Security, Compliance, and Risk Management
Security, risk, and compliance shouldn’t operate in silos. AI and automation are transforming how organizations create a single, real-time view of risk—where security insights drive compliance, and both compliance and security strengthens risk posture. Join this interactive roundtable to discuss how businesses are breaking down barriers, leveraging AI as a catalyst for change, and automating workflows to proactively manage risk. Walk away with strategies to create an integrated, adaptive integrated risk, security, and compliance program that evolves with our changing world.
AI for Accessibility: Creating Efficient and Accessible Workflows
Discover how ServiceNow's AI-powered accessibility tools, designed with WCAG standards in mind, foster inclusion and personalization. Learn how Development Manager Brad Steinberg empowers his team to roadmap and implement user-focused features. We'll demo Voice input for Now Assist, Text Adjust for customizable font and spacing, and theming for tailored branding experiences
Are you ready for Agentic AI and the API explosion?
With APIs fueling the AI era by enabling seamless data access, workflow integration, and autonomous decision-making, the resulting ‘API sprawl’ can overwhelm teams, create chaos, and introduce security risks. Join this knowledge exchange session with Boomi to discuss the challenges of modern API management and ways to ensure security, scalability, and governance while reducing complexity and sprawl. Together, let’s unlock the full potential of APIs for AI agents, data, and workflows to accelerate your organization’s growth and digital transformation.
Beyond automation: Transforming enterprise service with Now Assist & Gen AI
As enterprises embrace digital transformation, ServiceNow's Now Assist emerges as a game-changing AI capability that transcends traditional automation. Join us for an exclusive knowledge exchange session where industry leaders share their journey in leveraging Now Assist to transform service delivery. Through live demonstrations, customer spotlights, and interactive discussions, explore how organizations are achieving remarkable outcomes - from faster case resolution to reduced service costs.
Billing as a critical component to success in customer care and ordering
The integration of billing with Customer Relationship Management (CRM), Configure, Price, Quote (CPQ) systems, and ordering processes is a key factor in driving customer satisfaction, operational efficiency, and revenue growth. We will explore the vital role that billing plays in the seamless flow of information between CRM, CPQ, and sales/order management systems, highlighting how these interconnected processes support both customer success and business profitability.
Building trust through responsible AI: ServiceNow's commitment to AI safety
Interested in enabling GenAI in your organization? Concerned about issues such as privacy, trust, and hallucinations? Join us to discover how ServiceNow puts AI to work for people responsibly! You will learn how ServiceNow is minimizing risk for customers by embracing the principles of responsible AI throughout the AI product development lifecycle. Understand how our we incorporate responsible AI principles—human-centricity, respect for all, transparency, and accountability—and how this addresses customer concerns related to data security, residency, privacy, and more.
Enhancing Takeda’s ServiceNow experience: A Knowledge Exchange with GlideFast
Join Takeda and GlideFast Consulting for an engaging Knowledge Exchange Sponsor Session, where we will explore how Takeda’s continued investment in ServiceNow is driving innovation and operational excellence. We will discuss key successes, lessons learned, and strategic next steps for 2025 to further maximize the platform’s value. Don’t miss this opportunity to align on the future of ServiceNow at Takeda and explore the roadmap for continued success.
How Centene leveraged voice of the customer for Employee Center transformation
Learn how Centene and CDW partnered to deliver a transformational ServiceNow Employee Center by prioritizing the Voice of the Customer (VoC). Through focus groups, engagements and user advocacy, the team identified and delivered on key themes—simplicity, visibility, and reliability, through a VoC lens—resulting in a solution that meets employees’ needs while driving enterprise value. Takeaways include strategies for turning employees into advocates and ambassadors for enterprise-wide solutions, creating a ripple effect of positive engagement.
Inside the unified experience: A deep dive with Genesys and ServiceNow experts
Join our experts for an interactive roundtable to see how Genesys and ServiceNow are charting the path ahead for CXaaS (customer experience as a service). Go beyond the high-level overview and explore technical details, real-world applications, and strategic benefits of the new Unified Experience that are most relevant and important to your business. Whether you're looking to streamline workflows, enhance agent productivity, or improve service delivery, this session will provide the insights you need. Seating is limited, so arrive early to make sure you're part of the conversation!
Where Vision Meets Velocity: Showcasing the AI Pacesetters of 2025
The AI Pacesetter Innovation Awards celebrate organizations that have led the way putting ServiceNow AI to work by aligning to the Enterprise AI Maturity Index. Join the winners to hear their AI transformation vision and how they delivered extraordinary outcomes. Get practical insights into how they set up their AI project team, overcame challenges, and established effective governance. This panel interview offers an unparalleled opportunity to learn firsthand insights from AI Pacesetters who have produced extraordinary outcomes.
Revolutionizing Mobility with Agentic AI: Smarter, scalable automation
Traditional chatbots and self-service portals follow rigid scripts, limiting their ability to solve mobility issues without human help. Agentic AI changes the game by shifting from reactive to autonomous decision-making, adapting to real-time enterprise needs. These AI-driven agents manage the mobile device lifecycle, enhancing efficiency, scalability, and IT productivity. In a fragmented ecosystem, this intelligent automation provides the agility and control enterprises need to stay ahead.
Smarter Mobility Automation: Live discussion with Samsung SDS
Join us for a dynamic discussion on the challenges of the fragmented mobility ecosystem and how AI is reshaping device lifecycle management. We’ll explore the evolution of intelligent automation, its impact on efficiency, and what’s next for enterprises navigating complex mobility environments. Bring your questions—this is your chance to engage directly with Samsung SDS experts and gain actionable insights into the future of seamless, AI-powered mobility.
3CLogic: Transforming CX & EX with AI: The future of contact centers with ServiceNow
AI is set to transform contact centers, making them more personalized, efficient, and impactful. Join our expert panel to explore the latest ServiceNow AI capabilities and strategies to drive ROI, enhance customer and employee experiences, and stay ahead in 2025 and beyond. Learn actionable insights to optimize operations and unlock value—whether improving customer interactions or empowering your workforce. This session is a must for enterprise leaders shaping the future of their contact centers.
Unlocking business value: REST super transformation with Fujitsu & ServiceNow
REST Super, the 3rd largest pension fund in Australia by member numbers, has partnered with Fujitsu to implement a transformational ServiceNow program of work, streamlining workflows across risk management, HR, and asset management. This transformation improved decision-making, strengthened compliance, and empowered employees with smarter, automated processes. Key to this is Value Management and a partnership driven to understand and create value for REST and its 2M plus members. Join and engage on roundtables with other execs on the big topic of unlocking business value through ServiceNow!
Why your organization may not be ready for AI and what you can do about it
Join your peers along with industry experts to discuss the top challenges with AI initiatives. This group discussion will share real world experiences and challenges, along with best practices that can enable true AI-powered transformation. Topics to include: · Top threats to a successful AI program · Prerequisites and the importance of having a plan · The challenges with rushing for low hanging fruit · Managing the "noise" and staying outcome-focused Come share stories, ideas and listen in as we tackle real challenges from a practical perspective and discuss the keys to AI success.
Your plan and roadmap to mature data, workflow, and AI - Q&A session w/customers
A comprehensive plan for advancing data workflow and AI within an organization involves a multi-phased roadmap, focused on assessing current capabilities, prioritizing data quality improvements, streamlining workflows for automation, and implementing AI solutions tailored to specific business needs in a phased manner. Key components of this roadmap include data governance and adoption. Please join Kyndryl at Knowledge25 for this interactive session designed for sharing and learning about opportunities and challenges encountered during your AI journey.
Unpacking the Gen AI stack: Building blocks for innovation and scalability
Gen AI is transforming industries, but understanding its tech stack is key to unlocking its full potential. This Think Big session will dive into the critical layers of the GenAI ecosystem, including data preparation, models, infrastructure, application development, and governance. Experts will shed light on how organizations can navigate key challenges such as selecting the right models, managing infrastructure for scalability, integrating AI capabilities into existing workflows, ethical and responsible AI practices, offering actionable GenAI strategies that are reliable, equitable, and impactful.
Now on Now: Experience in action - unlock value faster with ServiceNow #2
Great experiences aren’t a luxury—they’re key to unlocking business value. In this session, we’ll show you how to transform work with ServiceNow by delivering consumer-grade experiences for employees and customers. Learn how to cut through backend complexity and design AI-powered, intuitive workflows. By building trust with users, anticipating their needs, and reducing cognitive load, you’ll drive adoption and free time for high-impact work. Whether your goal is efficiency, engagement, or innovation, this demo session will provide practical strategies to turn exceptional experiences into measurable business results.
Now on Now: Get started with Process Mining #2
Unlock the power of process mining to boost efficiency and optimization in your organization. In this demo session, we'll cover the high impact real-world use cases within ServiceNow, and show how to get started with process mining. Learn best practices for leveraging ServiceNow Process Mining to achieve your business goals and drive data-driven transformation.
Now on Now: Get stated with AI agents in HR #2
AI agents are revolutionizing HR at ServiceNow - accelerating employee request resolution for HR agents, reducing manual effort for HR business partners, and driving content management to ensure accurate up-to-date and easily accessible HR resources to drive self-service. Join to learn how our approach has applied AI agents to cater to different HR personas, delivering operational efficiencies so our HR teams can focus on strategic initiatives.
Now on Now: Getting started with App Engine, low-code, and no-code apps #2
Without COTS (commercial off the shelf) business apps, getting work done is almost impossible. But let's face it: even apps have gaps! Enter ServiceNow App Engine. Join our demo to learn more about how our low code/no code products are filling the app gaps and boosting productivity.
Now on Now: How to rapidly build portals, workflows, and workspaces using AI #2
Experience our live demo of our Now on Now Text-to-X capabilities, where we show you how anyone can rapidly build portals, workflows, and workspaces using natural language—no coding required. See firsthand how Text-to-X transforms ideas into reality in minutes, revolutionizing development with auto-code!
Now on Now: How we are responsibly using AI products across the enterprise
We don’t just build AI solutions; we use them to solve real problems inside our own enterprise. In this demo, we’ll share how we’re using Now Assist Guardian, our internal AI moderation service, and other tools, to ensure our generative and agentic AI experiences are safe, responsible, and enterprise ready.
Now on Now: How we configured MS Co-pilot & Now Assist to make work better #2
At ServiceNow we unified MS Copilot and ServiceNow's Now Assist into a single platform, allowing users to search the knowledge base, request service catalog items, and more. In this demo theater, we’ll demonstrate how we combined two GenAI assistants so you can give your users the same improved productivity and experiences.
Now on Now: How we measure AI agent value #2
AI’s value is not bound within functional silos. Instead, AI can drive an enterprise-wide transformation that requires new thinking around how to measure its impact. At ServiceNow, we measure AI’s impact by calculating the value of its overall boost to productivity. We call this our AI value framework. We calculate the financial impact of AI by converting usage data of time saved into dollar values and, where needed, use reasonable and defensible assumptions. Join us for a demo session to unlock the AI value framework.
Now on Now: How we’re bringing external data, like from SharePoint, to AI Search #2
AI Search breaks through boundaries, helping users discover precise information with unprecedented speed and quality. In this discussion, we'll explore how integrating external data sources enhances AI Search results, delivering a more comprehensive and powerful search experience tailored to users’ specific needs.
Now on Now: Leveraging AI agents for smarter customer support - start NOW! #2
AI-powered agents are transforming customer support by enhancing efficiency, reducing response times, and improving customer satisfaction. This demo session introduces the fundamentals of AI agents in customer service, exploring their key capabilities, implementation strategies, and best practices. Whether you're looking to automate inquiries, streamline workflows, or provide 24/7 support, this demo session will help you get started with integrating AI agents into your customer support operations.
Now on Now: Unleashing Business Transformation with CMDB & CSDM #2
In today’s digital-first world, an optimized CMDB and CSDM strategy is the backbone of IT and business transformation. This demo session explores how we leverage data intelligence to enhance service visibility, automate workflows, and drive operational excellence—ensuring a resilient and future-ready enterprise.
Now on Now: Walk with ServiceNow on the start of your security journey #2
Getting started with platform security on ServiceNow may feel intimidating. Often, we are left on our own to figure security out. ServiceNow wants you to walk with us on this journey. Learn from our experience and let us guide you on how to get started with ServiceNow platform security. In this session we will walk you through where to start, what tools are available to make security easier and what’s available for those organizations that require additional security.
Now on Now: Zero Service Desk – Revolutionizing IT support with AI #2
The future of IT support is no support—where issues resolve themselves before users even notice. Learn how the Zero Service Desk model, powered by AI, predictive analytics, and automation, eliminates service disruptions, enhances productivity, and sets a new standard for enterprise IT excellence.
Accelerating practical AI with ServiceNow
Telcos want to accelerate digital business transformation with AI but limited cross-functional adoption and lack of readily deployable use cases hold them back. Prodapt's Practical AI solutions on ServiceNow solve both problems at once. By leveraging the single-data model, unified ServiceNow platform, enterprises can reach into every system, task and department to tap enterprise-wide data and intelligence. With Prodapt's Telco AI Agents working with human-in-loop autonomy, enterprises can fast-track transformation, make operations opex-light and efficient, and elevate experiences.
AI for Good: Driving Sustainability and Shaping the Future of Work
AI is transforming industries, offering unprecedented opportunities for sustainability and collaboration. This panel will cover how AI strategies can help address environmental challenges and enhance global cooperation while examining the cost and governance challenges that come with AI deployment. Attendees will also gain insights into technologies for the future of work, and how they can be harnessed responsibly to drive sustainable progress.
360 Exchange: Ask the Experts on how to get up and running with ServiceNow AI agents
Ask the Experts on how to get up and running with ServiceNow AI agents
360 Exchange: Build an effective roadmap to bolster your organization’s cyber resilience
As cyber threats escalate, it’s critical to predict, prevent, and recover from cyber attacks. Join our experts for a discussion about creating and implementing a cyber risk roadmap that spans the entire lifecycle, from identification and mitigation through to response and recovery. Get guidance on deploying ServiceNow GRC, SecOps, and Vault. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
Building a Future-Ready CoEI: Insights from EMEA’s Leading Innovators
Is your organization ready for tomorrow’s challenges? Join our panel with EMEA’s biggest customers to explore a game-changing CoE blueprint, powered by AI, that drives continuous transformation and sustainable success. By aligning strategy, governance, and efficiency, you’ll deliver measurable impact. See how vision, funding, roles, and ongoing value assessment ignite innovation and shape your future. Come prepared to question the status quo and build a relentless, future-ready CoEI.
CMDB AI agents available now and what’s coming next
CMDB AI agents work seamlessly across the platform using Now Assist skills, which are key building blocks for unlocking the full potential of AI. These skills enable AI agents to handle specialized CMDB tasks such as CI summarization, CI search, and managing duplicate CIs.
Customer Service Management Roadmap: Transform customer and agent experiences
Discover the latest in Customer Service Management (CSM) and how we are transforming Customer Relationship Management (CRM). CSM product leaders will share recent innovations and the FY25 roadmap, including AI's role in enhancing customer and agent experiences. Learn how our unified, connected approach strengthens CRM for a complete customer view, boosting productivity and satisfaction while fostering loyal relationships. Plus, see how ServiceNow AI Agents are revolutionizing customer service efficiency and effectiveness.
Enterprise-Wide API: Digital assets visibility and compliance
API Insights is single solution to collect and manage your entire API ecosystem that includes these features: • Dedicated workspace for comprehensive API inventory in the enterprise • Data ingestion setup and monitoring for API-specific integrations • Data quality recommendations • Search of API-specific inventory • Contextual lists of APIs for quick views of the entire API estate at different points of their lifecycle • Detailed analysis of each version and resource of an API • View the consumers of APIs (who has access) • Graphical representation of API relationships
360 Exchange: Explore Agentic AI use cases for employee self-service with the Virtual Agent
This roundtable will explore cutting-edge use cases where AI Agents handle complex employee inquiries and streamline IT and HR support at scale. Sit with the ServiceNow product team to discuss how AI Agents can potentially automate issue deflection and improve the employee experience. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
From Rule Based Automation to AI Agents: Build Your AI Strategy with ServiceNow
Ready to unlock the full potential of AI for your enterprise? This session will demonstrate how you can leverage your existing ServiceNow investments to build a robust, long-term AI strategy, ultimately leading to powerful AI agents. We'll explore ServiceNow's platform capabilities, highlighting both "build" and "buy" options for AI solutions, and show you how to seamlessly evolve from rule-based automation to intelligent, adaptable AI that empowers every user. Hear from our customers on how they are maximizing ROI and creating a future-proof AI roadmap with ServiceNow.
How Cigna is using Process Mining to unlock process efficiency
Join Cigna as they share how they’re leveraging ServiceNow Process Mining to uncover inefficiencies, optimize workflows, and scale improvements. Learn how they got started, key insights from their findings, and their strategy for expanding Process Mining across the organization. Gain real-world lessons and discover their roadmap for the future. Don’t miss this chance to see Process Mining in action and take away strategies to apply in your own organization!
How customers get started on their Agentic AI journey
Agentic AI is transforming businesses, but where do you start? This session explores best practices for adopting ServiceNow’s Agentic AI solutions, from identifying high-impact use cases to ensuring data readiness and driving user adoption. Learn key do’s and don’ts, common pitfalls to avoid, and strategies for scaling AI successfully. Through real-world insights and customer success stories, gain a clear roadmap to kickstart your AI journey and maximize value. Whether you’re new to AI or refining your approach, this session will equip you with the knowledge to move forward confidently.
McKesson’s Journey: From IT Tickets to User-Centric Productivity Platform
Explore McKesson's ongoing transformation journey with ServiceNow and hear firsthand about the lessons learned and experiences that propelled our evolution from a mere IT ticketing system toward cross-functional workflow orchestration with foundational emphasis on user-centric design.
Navigating the AI Revolution: How SailPoint Enhances Customer Service
Discover how SailPoint's strategic AI implementation has transformed customer service and operations. Learn about their integrated partnership with ServiceNow, delivering comprehensive Identity and Access Management alongside IT Service Management solutions. The powerful combination helps businesses enhance security, streamline workflows, improve user experiences, and maintain compliance—all while boosting operational efficiency.
Put AI to work faster with Customer Success
Join this session to learn how ServiceNow Impact, our customer success product powered by AI and human expertise, provide customers with the support and expertise to get to value fast—with value and adoption resources, tailored expertise, health tools, and 24/7 support.
Revolutionizing Conversational AI: Virtual Agent with AI Agents
Accelerate AI adoption with AI Agents in Virtual Agent and transform enterprise engagement with customers and employees. Discover how Virtual Agent powered by Large Language Models (LLMs), agentic AI, omni-channel, and multimodal experiences drives self-service and improves user satisfaction. See our roadmap for next-gen conversational experiences, Workflow Data Fabric + AI Agents use cases, and multimodal capabilities that redefine enterprise automation.
360 Exchange: Securing your ServiceNow instance & strengthen governance in the new age of AI
Data security and strategy are more critical than ever, especially when it comes to ServiceNow. This session will show you how to both secure your ServiceNow instances and create a clear, future-proof data strategy. Learn to optimize data management, ensure compliance, and secure sensitive information across the platform. Leave with the tools to protect your system and leverage data as a strategic asset.
Simplify Enterprise Data Complexity: Zero-Copy Integration - a step-by-step lab
Join us for an in-depth exploration of the revolutionary "Zero-Copy connectors", the latest innovation for ServiceNow's Workflow Data Fabric. This immersive lab session offers a deep dive into how Zero-Copy technology enables seamless connectivity, unification, and real-time access to a myriad of data sources without the need for data duplication or custom integrations. Through hands-on demonstrations and expert guidance, you will gain invaluable insights into leveraging Zero-Copy connectors to fuel workflows and AI agents.
Voice-Input for AI Agents and 4 Top Usability Features You Should Be Using
Great usability isn’t just about efficiency—it’s about working smarter, faster, and more inclusively. ServiceNow is making this a reality with game-changing voice-controlled AI, keyboard shortcuts, dark mode, color patterns for data visualization, and award-winning neurodiversity-friendly features. In this session, we’ll showcase these top usability innovations, how they enhance productivity, and why they matter for all users. Plus you'll ensure that you're ahead of the curve with international A11y requirements! Join us to see these features in action and learn how to maximize their impact.
Generative AI: shaping the future of business strategy
Explore the future of business with generative AI as we share actionable strategies and unique insights. Learn how to set clear objectives and foster a culture of experimentation to drive innovation organization-wide. Discover our collaboration with ServiceNow®, focusing on integrating AI tools and empowering teams. We’ll outline our own implementation in IT and a strategic roadmap for HRSD and discuss the transition to agentic AI. Join us to shape the future of your organization with confidence.
360 Exchange: GenAI and Now Assist: Unlocking AI Value Now
You may be closer than you think to leveraging generative AI with Now Assist in your enterprise environment. This exclusive session is designed for Marquee Customers to assess AI readiness and strategize for seamless adoption. Engage in a focused discussion with ServiceNow experts and industry peers to evaluate your next steps, identify key requirements, and gain insights from others on a similar journey. Secure your spot to connect, collaborate, and position your organization for AI-driven success.
Nonprofit innovation roundtable: Connect, share, and learn
Join an interactive roundtable designed for nonprofit leaders to connect, share challenges, and explore innovative solutions with their peers. Engage in insightful discussions with ServiceNow experts who support nonprofits in driving digital transformation, improving operational efficiency, and leveraging AI to enhance impact. Come ready to exchange ideas, gain valuable insights, and collaborate on the future of nonprofit technology!
Architecting success: Unlocking the secrets of ServiceNow excellence
Architecture excellence is crucial for ServiceNow implementations as it ensures scalability, reliability, & alignment with business goals, ultimately leading to more effective and efficient solutions. Join us for an engaging and interactive session where we dive into the core principles of ServiceNow's Architecture Excellence. This session is designed to empower experienced implementers, business process analysts, technical consultants, solution consultants, architects, & technical project managers—anyone who would like to expand their knowledge of the cornerstones of architecture excellence.
Lead Boldly Welcome Toast
Lead Boldly Program Welcome Toast - Raise your glass and proudly join ServiceNow and Deloitte in launching the Lead Boldly program. You’ll get a look at upcoming sessions and activities not to be missed.
Breaking up with legacy CRM: Unlock growth with a single AI platform
As companies everywhere work to meet rising customer expectations, legacy CRM systems just can’t keep up. Siloed data, inefficient workflows, and slow response times prevent teams from delivering effortless, proactive service customers demand. Hear from industry leaders who have transformed customer service by uniting front, middle, and back office teams on a single AI platform. Learn how this shift has improved collaboration, streamlined workflows, and enhanced customer experiences, enabling their organizations to better serve customers and drive growth.
From chaos to clarity: How OneAdvanced is driving business and service transformation
OneAdvanced is moving fast - not just transforming support operations, but rethinking how the business delivers value. In this session, VP of Success and Support Mike Osborn shared how OneAdvanced consolidated legacy systems, streamlined product strategy, and shifted to a more proactive, unified model for customer engagement. You’ll hear how they used ServiceNow’s Technology Provider Service Management (TPSM) to align support and success on a single AI platform - and why speed, simplicity, and knowledge were the critical ingredients for making transformation stick.
Telecom industry roadmap: Bring AI Agents to every step of the service experience
ServiceNow is investing in industry-specific innovation for Communication Service Providers to bring AI agents and automation to your entire service lifecycle. This roadmap session will highlight our vision for uniting network, sales, fulfillment, support and assurance on one AI platform. We’ll explore new features that make your front, middle, and back-office teams more efficient while unlocking growth. If you’re a CSP looking to modernize network management, automate service assurance, optimize lead-to-cash, reduce contact center volumes, or supercharge productivity, this session is for you!
How ProAssurance modernized insurance operations with ServiceNow
ProAssurance’s mission is to protect those in the medical profession—and to keep up with the evolving healthcare industry. To effectively do so, they needed to replace numerous legacy processes, empower employees, and transform core business functions on one AI platform. In this session, learn how ProAssurance introduced self-service to streamline submission intake of underwriting requests, equipped support agents with a single workspace to manage requests and claims, and optimized their claims processes with automated workflows.
Change of Mindset for SPM
Show the value of implementing SPM for a Media Organization. Show IT projects, commercial projects and process projects.
Inside a real-life Platform Analytics migration
Join us for a deep dive into how one organization successfully took on the challenge of migrating from classic reports, dashboards, and analytics to the new Platform Analytics Center. Expect to come away with a practical step-by-step breakdown of how a real-life migration can happen, known issues to watch for, and a deep dive into lessons learned to help you plan your migration to the Platform Analytics experience.
360 Exchange: How to successfully implement hardware and software asset management
Discover proven strategies for implementing and rolling out HAM and SAM. Learn from years of experience across many successful implementations and see real-world examples and practical demonstrations. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: Proven implementation and rollout strategies for ITOM Visibility
ITOM Visibility delivers comprehensive infrastructure and service visibility that fuels key IT processes. Get expert insights into deploying ITOM Visibility by joining us for one of these “getting started” discussions: 1) discovery, 2) service mapping, 3) certificate management, 4) tag governance, 5) discovering Kubernetes, or 6) which cloud discovery should I use? This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: Mastering ITSM, ITOM, SPM, and ITAM: Best Practices for Large Organizations
Ensuring seamless, scalable implementation of ITSM, ITOM, SPM, and ITAM is critical for optimizing operations in enterprise environments. This roundtable connects Marquee Customers with ServiceNow experts and industry leaders to explore best practices for deployment, adoption, and long-term success. Gain actionable insights on overcoming challenges, aligning with business objectives, and optimizing workflows at scale. Engage in high-impact discussions, share real-world experiences, and exchange strategies to accelerate business transformation and drive sustained operational excellence.
Scaling Support and Service: Applied Digital’s Journey with CSM and ITIL
As demand for high-performance compute infrastructure accelerates, Applied Digital’s IT team needed to scale internal and external service operations fast. In this session, hear from the Director of IT and their partner, CDW, on how the team deployed ServiceNow Customer Service Management and ITIL practices to enhance visibility, improve SLAs, and streamline support workflows. Learn how Applied Digital connected teams, simplified processes, and laid the foundation for scalable, efficient service delivery across a growing enterprise.
Unlocking the full potential of ServiceNow University: Tips and tricks
This session is designed for those who want to take their ServiceNow expertise to the next level. Learn advanced tips and tricks that can help you unlock the full potential of ServiceNow University. Attendees will discover how to leverage ServiceNow's learning capabilities to achieve their business goals and stay ahead of the competition.
ServiceNow University: Shaping the future with the playground for learning
As 85%+ of us need new skills, being out of our comfort zones will become the norm. How do we create a safe space for learning that everyone engages in? Welcome to the learning playground of the future, where education is reimagined for exploration, creativity, and adaptability. By embracing emerging technologies, gamification, and learner-centered approaches, we unlock new possibilities for engagement and skill development. Join us to discover how playful learning is transforming education and empowering learners for the future.
ITOM roadmap: Transition from reactive firefighting to self-healing with AIOps
CIOs are requiring higher service availability, improved staff efficiency, and optimized investments with a faster return. ServiceNow IT Operations Management (ITOM) helps IT Ops teams break down challenges to achieve incredible results with fast time to value. We will cover recent releases and a sneak peek of planned innovations leveraging agentic AI. ITOM experts will cover topics including AI Agents, AIOps, Service Reliability Management, ML-based service mapping, automated cloud and hybrid discovery, AIOps Learning Enhanced Automation Playbooks (LEAP), and more.
AI-Powered asset discovery: Are you sure you know what is on your network?
You've mastered managing and securing the assets you can see - but what about the assets you can't? Join this session to hear how Resideo is leveraging a combination of Credential-less Discovery and GenAI to overcome this challenge. We'll showcase how this unique approach uncovered previously unknown assets, leading to significant cost savings and improved security. You'll walk away with insight on how you can transform your IT asset management to gain unprecedented visibility, improve operational efficiency, and gain a competitive advantage.
AI-Driven Enterprise Architecture: What’s Next?
The role of Enterprise Architecture is evolving rapidly with the integration of AI and advanced analytics. Enterprise Architects are no longer just strategic planners but are becoming AI-powered decision-makers who can predict, optimize, and deliver faster results. This session will explore how AI is transforming architectural decision-making, capability assessments, and technology road mapping, enabling organizations to stay competitive and innovate at scale.
How Microsoft is taking control of platform health with ServiceNow Impact
Learn how Microsoft is proactively managing its ServiceNow platform health. Join this session to hear how they leveraged customer success offerings, including ServiceNow Impact, to increase governance, initiate change management practices, and implement technical improvements—to ultimately reduce storage size by more than 70%, super-charging the efficiency of their platform.
Field Service Management Roadmap: Redefine customer and technician experiences
Explore the latest in Field Service Management (FSM) and how we are revolutionizing service delivery. FSM product leaders will share recent innovations and the FY25 roadmap, highlighting AI's role in enhancing both customer and employee experiences. Learn how the ServiceNow platform helps ensure the right technician is at the right place at the right time, boosting productivity and customer satisfaction. Join us to see how intelligent scheduling, enhanced workspace configurability, and AI agents can transform your field service operations.
How LTIMindtree accelerates digital transformation with ServiceNow Impact and AI
Discover how LTIMindtree's transformative two-year digital journey is reshaping the experiences of 90,000 employees. Using Now Assist and Virtual Agent, the company is delivering personalized support to employees. Guided by ServiceNow Impact, it has also maximized platform utilization, enhanced health, optimized ServiceNow solutions, and fostered continuous learning to unlock business value.
360 Exchange: ITSM core implementation: Customer insights into success, challenges, and value
What makes an ITSM core implementation truly successful? Learn from real customer implementation experiences, including with UI16 and Service Operations Workspace. Hear about key challenges, what went well, and where additional support was needed. Find out how customers measured value, optimized their rollout, and aligned their implementation with business objectives. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: Platform Owner Roundtable: Aligning stakeholders and implementation partners
Creating a successful ServiceNow roadmap takes more than technical planning—it’s about engaging stakeholders, managing expectations, and ensuring organizational buy-in. Join our experts to learn how to align business and IT teams around common objectives and actionable roadmaps. Get valuable insights into governance, communications, and resource allocation strategies This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: Platform Owner Round Table: Customizing ServiceNow avoiding technical debt
ServiceNow gives you the power to customize out-of-the-box applications and create your own custom applications. But when should you customize, and when should you configure? Join our experts for a discussion on customization best practices, including when to customize, how to avoid upgrade issues, and how to address existing technical debt. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: Tap into the Power of Your ServiceNow Impact Solution
If you’re an Impact customer, learn how to use Impact to maximize the benefits of your ServiceNow platform, drive organizational efficiency, accelerate innovation, and set yourself up for ongoing success. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: The inside scoop on how to successfully deploy SPM
Get ready to elevate your organization’s performance with ServiceNow Strategic Portfolio Management (SPM). Join us for an enlightening discussion as experts share tips and tricks for a seamless deployment. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
Security Operations roadmap: Protect the enterprise
Join us as we explore how CISOs can align business and technology priorities while safeguarding their organization with ServiceNow Security Operations and AI Agents for Security Incident Response. Equip yourself with the tools and strategies to navigate the ever- expanding attack surface. During this session we will cover the upcoming enhancements to Now Assist for Security Incident Response, Vulnerability Response, Security Posture Control, Threat Intelligence Security Center, and more.
Beyond the pitch: Arsenal FC’s journey with ServiceNow
Discover how Arsenal FC transformed their IT service operations with ServiceNow, moving from reactive to proactive support. Learn how they ensure seamless matchday experiences for millions of fans, optimize high-tech player gear, and enhance operations during training. Hear Arsenal’s innovative story of leveraging ServiceNow to deliver agility, precision, and a winning IT strategy that supports their iconic status on and off the pitch.
Enterprise architecture beyond IT: Transforming operations in regulated industries with ServiceNow
Regulated industries like **Healthcare, Energy, Utilities, Transportation, and Financial Services** face complex challenges that extend far beyond traditional IT concerns. From stringent compliance requirements and cybersecurity risks to supply chain disruptions, asset management, and operational resilience, these industries require a strategic, data-driven approach to Enterprise Architecture. This session will explore how ServiceNow’s platform can support non-IT business functions, enabling organizations to streamline operations, manage regulatory compliance, enhance cybersecurity, and drive efficiency across departments like Risk Management, HR, Facilities, and Field Operations. Attendees will learn best practices for breaking down silos, optimizing cross-functional workflows, and integrating AI to support real-time decision-making and innovation across the enterprise.
Why Globo considers ServiceNow Impact a partner in its success
Hear how Globo, a Brazilian pioneer in ServiceNow platform adoption, used ServiceNow Impact to achieve significant value in just 8 months—including a 36% MTTR reduction and a 57% reduction in storage consumption. The company also completed more than 950 hours of training and addressed over 1,000 health scan findings, increasing key performance metrics.
ServiceNow University: Shaping the future with the playground for learning
As 85%+ of us need new skills, being out of our comfort zones will become the norm. How do we create a safe space for learning that everyone engages in? Welcome to the learning playground of the future, where education is reimagined for exploration, creativity, and adaptability. By embracing emerging technologies, gamification, and learner-centered approaches, we unlock new possibilities for engagement and skill development. Join us to discover how playful learning is transforming education and empowering learners for the future.
Security incident response with AWS Security Hub
Learn how to centralize and automate threat detection, prioritization, and response using the seamless integration of these two powerful platforms. By leveraging AWS Security Hub, organizations can consolidate security alerts across AWS services and third-party tools while automating workflows in ServiceNow to ensure swift and efficient incident resolution. Join us to explore key features, customer success stories, and practical demonstrations that showcase how this integration can help streamline compliance, minimize risk, and protect critical assets in today’s evolving threat landscape.
360 Exchange: Fast-track your Employee Center deployment
Ready to engage and delight your employees with outstanding self-service? Join ServiceNow experts and your peers as we discuss how to successfully roll out Employee Center at scale. Discover leading practices, share challenges, and exchange success stories, lighting your path to implementation success. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: How to grow ITSM's Digital Portfolio Management's value as your CMDB matures
ServiceNow Digital Portfolio Management (DPM) lets you manage your business services, application services, and applications throughout the entire plan, build, and run lifecycle. Designed for service management process owners, this immersive session gives you guidance on how to successfully align your DPM implementation with your current CMDB maturity to maximize value, This 360 Exchange offers an unparalleled opportunity to connect ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
Streamline Lead-to-Cash Processes with ServiceNow
While revenue growth and sales productivity is top of mind, most companies still struggle with a siloed, slow and inefficient lead-to-cash process. Manual work is required to close deals and fulfill orders, leading to slower experiences and a lack of visibility for customers. In this session, you’ll hear how ServiceNow can help connect and automate the sales process, leading to faster quote and contract generation. Hear about how ServiceNow customers are using Sales and Order Management to increase revenue, reduce costs, and improve customer satisfaction.
360 Exchange: Tap into the Power of Your ServiceNow Impact Solution
If you’re an Impact customer, learn how to use Impact to maximize the benefits of your ServiceNow platform, drive organizational efficiency, accelerate innovation, and set yourself up for ongoing success. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
Enhancing U.S. Senate efficiency: Deloitte & ServiceNow's modern solution
Join this session to learn how, with the help of Deloitte, the U.S. Senate is achieving smooth integration with existing systems and enhanced transparency by replacing the TranSAAct system with the modern ServiceNow Platform. You'll discover how this initiative supports the Sergeant at Arms in assisting Senate Offices and Committees and is improving service request management, user experience, and fulfiller efficiency. Hear directly from Deloitte leaders about how transformation is essential to meet evolving legislative demands!
Mastering UGC: Best practices for ServiceNow community content creators
Unlock the secrets to creating impactful user generated content in this breakout session designed for ServiceNow community members. Learn best practices for crafting engaging YouTube videos, compelling blog posts, and more. Whether you're sharing technical insights or platform innovations, this session will equip you with strategies to expand your reach, grow your audience, and deliver high-quality content that resonates. Join us to elevate your content creation game!
Retail Product Roadmap & Customer Connect with Sunoco
The retail and hospitality industry continue to face razor-thin margins, shifting consumer trends, and rising operational costs. With Retail Service Management (RSM) and Retail Operations (RO), organizations can unify HQ and store teams on a single platform—automating tasks, streamlining support, and enhancing visibility across company-owned and franchised locations. Join this roadmap session to explore AI-driven innovations that boost productivity and hear how Sunoco is leveraging Retail Operations to optimize field service, empower store teams, and elevate the customer experience.
RPA-powered data science: Effortless data cleaning and beyond
Join us to hear how we can revolutionize your data science process with RPA (Robotic Process Automation). In this session, we will show how RPA can automate data cleaning tasks, such as detecting and handling null values, rejecting sheets with over 50% missing data, performing deduplication, and executing aggregation. These automated workflows will free up your time to focus on deeper insights and analysis, allowing data scientists to work smarter, not harder. Whether you're new to RPA or looking to enhance your data processing, this session will provide valuable, actionable techniques.
Tech industry roadmap: Connect sales, service and success with AI Agents
At ServiceNow, we're investing in industry-specific innovation for Tech Providers to bring AI agents and automation to your product, service delivery, and success organizations. This roadmap session will highlight our vision for uniting sales, service, and success on one AI platform. We’ll explore new features that make your front, middle, and back office teams more efficient while unlocking growth for your as-a-service business. If you’re a Tech Provider looking to optimize lead-to-cash, reduce contact center volumes, supercharge productivity, and drive customer value, this session is for you!
Elevating GRC and Reporting: Insights from Freddie Mac
Join us as we explore Freddie Mac's multi-year risk program transformation focused on enhancing Board-level reporting and integration. We will share insights on the approach, including program management, risk profile design, and the selection of the ServiceNow platform. Learn how we established governance frameworks, standardized communication, and navigated supplier selection challenges. Discover key lessons on aligning technical specifications with business needs and the importance of adaptability. This session is essential for executives aiming to elevate their risk management strategies.
An outrageously large use case of Instance Data Replication (IDR)
How does T-Mobile keep hundreds of tables and half a billion records in sync among multiple ServiceNow instances in near-real time? Instance Data Replication (IDR)! We'll dive into everything IDR: configuration, capabilities, limitations, monitoring, troubleshooting and gotchas. We'll talk about our experience with the tool, while ServiceNow will present its vision for the product and coming enhancements.
Click the habit – minimize clicks and scrolls to create more efficient workflows
An extra click here, an extra scroll there...what’s the big deal? For users like Service Desk agents who perform the same tasks all day long, the productivity impact can be HUGE! In this workshop you’ll learn a simplified approach to “Task Analysis” that will enable you to estimate how long a user will take to perform a task in your workflow. You will get hands-on experience analyzing UI designs, and you’ll walk away with a tool set and the confidence to make your next design more efficient. "
Elevate your CX maturity: A leader's path to service excellence
Are you a business leader who is accountable for retaining customers by delivering a best-in-class customer experience? How are you keeping up with changing customer expectations and empowering your agents? Are you incorporating AI Agents into your strategy to exceed those expectations? Join us for an interactive and results-driven workshop where our industry-aligned CX experts will guide you through a dynamic, self-assessment process. You’ll evaluate your organization across carefully selected CX focus areas and walk away with personalized, actionable strategies to elevate your customer experience operations. This workshop is designed for business leaders responsible for external-facing customer experience or customer support operations.
From friction to flow: Revolutionizing retail operations in the age of unified commerce
Drawing from experiences with major retail brands, we'll demonstrate how ServiceNow's platform is helping retailers achieve measurable improvements in operational efficiency while delivering seamless experiences for today's customers' demand. This session is ideal for retail operations leaders, IT executives, and digital transformation specialists looking to accelerate their operational transformation journey.
360 Exchange: ITSM core implementation: Customer insights into success, challenges, and value
What makes an ITSM core implementation truly successful? Learn from real customer implementation experiences, including with UI16 and Service Operations Workspace. Hear about key challenges, what went well, and where additional support was needed. Find out how customers measured value, optimized their rollout, and aligned their implementation with business objectives. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
Spotlight: CRM for Manufacturing
ServiceNow has become a leading partner when it comes to powering CRM for Manufacturers. In this session, discover how ServiceNow's AI-powered tools drive customer support and revenue growth, while hearing directly from an industry-leading manufacturer about how they leverage the ServiceNow platform to help improve the customer experience. Don’t miss this opportunity to see how ServiceNow is accelerating growth across the industry.
Future foresight: Forecasting business scenarios without a crystal ball
In an era of AI-driven disruption and rapid change, business leaders must anticipate the future without relying on guesswork. This session explores the fundamentals of future foresight—leveraging data, AI insights, and scenario planning to navigate uncertainty. Learn how to identify emerging trends, make agile decisions, and stay ahead of the competition. Discover practical strategies to future-proof your business and turn uncertainty into opportunity.
Release Upgrading 101: Avoiding Last-Minute Panic
It’s upgrade time again — and for many organizations, that means a last-minute scramble. But it doesn’t have to be. Join this interactive roundtable with the ServiceNow Community to discuss how to streamline your upgrade process. Learn how to establish a reusable framework that reduces effort, minimizes disruptions, and makes upgrades smoother every time.
Celebrating Impact: ServiceNow.org partnership for Good grant
Join us as we announce the 2025 ServiceNow.org Partnership for Good grant winners, made possible in collaboration with Accenture, Advanced Solutions, GlideFast Consulting, and Plat4mation. Hear inspiring stories of nonprofit innovation, including a special highlight from Make-A-Wish Canada’s CEO, sharing their journey as a past winner and the transformative impact of ServiceNow technology. Don’t miss this opportunity to celebrate change-makers and learn how technology is driving mission success!
Your guided path to ServiceNow instance security starts here
**Security doesn’t have to be overwhelming**. The ServiceNow Security Center is your starting point for simplifying and strengthening instance security. In this session, we’ll show you how to get up and running with the right tools, best practices, and advanced options tailored for high-security needs—so you’re never navigating security alone.
Pre-keynote networking with Emmy Award-winning sports journalist, Jim Gray
In a career spanning four decades, Jim Gray has interviewed some of the world’s greatest athletes and world figures including Michael Jordan, Muhammad Ali, Nelson Mandela, and Neil Armstrong. In this special -pre-keynote session, Jim Gray brings unparalleled insight into leadership under pressure, navigating high-stakes moments, and building trust with icons. But this isn’t just a fireside chat. This is your chance to step into the interviewer’s chair and ask your own questions to one of sports media's most influential voices.
Meet the Execs: AI, Data & Analytics Happy Hour
Unwind and connect at the “Meet the Exec: Data & Analytics Happy Hour” on Tuesday, May 6th, from 5–6 PM in the Data + Analytics Expo Zone. This networking event offers a unique opportunity to engage directly with ServiceNow’s top data and analytics leaders—Gaurav Rewari, SVP & GM, Vijay Kotu, Chief Analytics Officer, and Thack Brown, SVP, Global Solutions & Digital GTM. Join the conversation on emerging trends, challenges, and the future of data-driven decision-making. Whether you’re seeking fresh insights, inspiration, or just a great conversation, this is the place to be.
Live Coding Happy Hour - More Live than Usual!
Grab a drink and unwind with us as we build together. Real-life development isn't so clean as our well-polished demos make them out to be. There's a ton to learn from watching experts struggle despite years of knowledge. Hosted by your ServiceNow Developer Advocates, this YouTube show is coming to life, live on stage!
Ask the [Developer] Advocates!
Join us for a fun and interactive panel discussion with our famous ServiceNow Developer Advocates, as they discuss all things ServiceNow Dev. Plus, stick around for a photo opportunity at the end!
The CreatorCon Hackathon - Complete Your Registration
Ready to build something amazing? This session is your gateway to the CreatorCon Hackathon! Join us to complete your registration, get important event details, and ensure you're set up for success. Whether you're a seasoned builder or a first-time hacker, this is your first step toward innovation. Don’t forget to register for all CreatorCon Hackathon sessions!
SecOps capabilities: Strategies for how and what to integrate
SecOps is running smoothly, but now stakeholders want to integrate YetAnotherThreatTool or DarkWebInvestigator. You find either five apps or none in the ServiceNow store. What should a SecOps admin/Platform Owner do? This session covers: The ServiceNow SecOps integration capability model, Strategies for choosing existing integrations, Approaches for building new integrations for unsupported systems, When to use Event Management vs. other integration methods.
Meet our MVPs
Come to the Expo to take selfies with a few of our Most Valued Professionals and learn more about what they do and how attending events like Knowledge can help you.
AI is rewriting the rules of transformation. Are you ready?
Supercharge your 2025 with ServiceNow® and AI. Join Fujitsu’s Asif Poonja, CEO Americas, and Laura Bonamici, SVP & Head of Global Marketing, as they share how Fujitsu is using AI with ServiceNow to drive speed, consistency, and impact—from IT to HR. Hear how we and our customers are delivering meaningful change to gain a competitive edge. Because true transformation takes more than tools. It takes bold leadership, curiosity, and a strategy built for exponential change.
So you've got a great proof of concept. Now comes the hard part
You’ve built a PoC for your new app and saved the company money. Now, you need to convince stakeholders to develop it. While a tech demo is ideal, reality is different. This session covers pitfalls to avoid and techniques to master. Learn how to keep your audience engaged, pivot when necessary, poke holes in your own demo, and recover gracefully when things go wrong. Ideal for solution consultants, architects, admins, and citizen developers who want to pitch ideas and get them into production.
How SAP uses Now Assist to boost IT and customer service
Discover how SAP is leveraging Now Assist to enhance customer and IT support through better end-user interactions and improved agent efficiency. In this session, we’ll showcase how SAP uses Now Assist to optimize search results, chat functionality, incident summarization, automatic KBA creation, and more.
Revolutionize Field Service Resource Management with Schedule Optimization
Balancing resource allocation with responding to fire drills makes technician scheduling difficult. Learn how to use AI to assign the right technician with the right skills and parts for the right job every time. Discover how to automatically create reusable schedules that prioritize high-value work, handle routine requests, and maximize the number of jobs into technician working hours, increasing your revenue. Explore how dynamic scheduling transforms your field service operations for greater dispatcher efficiency, technician effectiveness, and customer satisfaction.
Sales and Order Management Product Roadmap
Attend this session to learn about the latest innovation powering Sales and Order Management on the ServiceNow platform. You'll hear from our product leaders as they walk through our newest capabilities that are designed to help you optimize the lead-to-cash cycle, drive growth, and reduce cost and complexity.
Meet our MVPs
Come to the Expo to take selfies with a few of our Most Valued Professionals and learn more about what they do and how attending events like Knowledge can help you.
Meet the Speaker: Ash Usman
Come meet Ash Usman, Sr Director, Account Escalation Engineering at ServiceNow and learn more about Now on Now.
Architecture design approaches for enterprise implementations
Join us for a focused discussion on how Certified Technical Architects (CTAs) approach large ServiceNow implementations. Explore strategies for designing scalable ServiceNow solutions, managing technical debt, and ensuring seamless governance across multiple workstreams. We’ll cover best practices for cross-team alignment and risk management to drive successful, large-scale deployments.
Infosys Enhances E. ON’s Service Delivery with Unified Portal Integration
E.ON’s fragmented service delivery portals hindered visibility and user experience. Infosys created a one-stop shop by merging these portals, improving user experience, enhancing content management, enabling dynamic AI-driven topic pages, and streamlining IT service requests through a simplified catalog approach that encouraged citizen development.
Manage and govern your AI, data and workflows with an enterprise control tower
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ServiceNow University reception
ServiceNow University welcomes all pre-conference training attendees to our reception at the Wynn! Please join us for an evening of light bites, libations, and fun, while networking with your peers and ServiceNow experts. In addition, we invite you to participate in a giving opportunity benefitting students in need at University of Nevada, Las Vegas. We are excited to meet and network with you!
From auto assembly line to architecting applications
My career pivot at 33 years old was strategic and terrifying; the ServiceNow Platform was the catalyst that opened new doors into IT. The opportunity to transform the enterprise enables the ability to change both your occupation and life. I did it, hear how you can too.
Unlock the power of Digital End-User Experience (DEX) – a Now on Now story
ServiceNow's Digital Transformation (internal IT) team is driving a more resilient digital experience for better employee engagement, productivity, and retention. Learn how you can do the same with our Digital End-User Experience (DEX) product for IT Service Management. ServiceNow’s Digital Transformation team will share their strategy, implementation tips, business outcomes, and gotchas in this Now on Now session.
Verizon's ServiceNow CMDB and product modeling solution - Designed and developed by HCL
HCL developed Verizon's Service Management with ServiceNow CMDB and Product Modeling Solution. Verizon, a leading US telecom provider, faced challenges in managing its vast infrastructure, including 200+ million sold products and network element. HCL proposed a robust CMDB and CSDM framework, covering wireline products like Dial Toll Free, VoIP, UCASS, Circuits, Toll Free No. HCL transformed Verizon's dataset into a robust CMDB by integrating the Unified Service Profile (USP) via JDBC Integration also suggested increasing the number of ServiceNow nodes to 29+ for seamless data load activities.
Put AI Agents to work for employees
Today’s CHROs see the promise of AI to reduce complexity, lower costs, and deliver next-gen employee experiences. For years, HR leaders have strived to drive organizational transformation and partner with the C-suite for business growth, yet they still face hurdles like disconnected systems, manual processes, and limited insights. Enter ServiceNow’s AI-powered platform for business transformation. Discover how our latest innovations and AI agents can boost self-service, unify hire-to-retire processes, streamline talent planning, and empower your people to do more—no matter where they work.
The Sit down with ServiceNow MVPs
With all things happening in the ServiceNow ecosystem, it can be easy to miss what's most important. Let our MVPs inform you! Meet a few of our ServiceNow Most Valued Professionals, learn what’s real with AI and how to silence the noise. Plus tips for getting more involved with Community.
Streamlining Clinical Device Reporting for Better Hospital Outcomes
With the aid of EY teams and ServiceNow, the Ottawa Hospitals (TOH) transformed their clinical device management into a single source. This transformation allowed TOH to create reports that provide a current state of their clinical devices, producing greater visibility into scoring ratings and reducing the challenges of planning for the replacement of costly equipment. Using the user portal, hospital members on the floor can easily report issues with clinical devices, and automated workflows ensure prompt resolutions and minimize downtime.
Building a Foundation for AI Adoption at Chemist Warehouse
Join Chemist Warehouse's journey from manual processes to AI-readiness across 600+ stores. Learn how they used ServiceNow to standardize 33 incident forms into 1, cut onboarding from 4 weeks to 2 minutes, and accelerate financial reporting from 10 weeks to 36 hours - all in just 7 months. By combining OOB functionality, custom apps for purchase requisitions and insurance claims, and specialized integrations, they have achieved a 25% surge in self-service adoption to date. Along with a preview of their upcoming AI chatbot initiatives, this session will help lead your own platform modernization.
Implementing TPRM to support DORA compliance leveraging the ServiceNow DORA accelerator
Join us for an insightful session where EY and a global investment bank showcase their implementation of the ServiceNow TPRM module to support DORA compliance. Discover how EY leveraged the brand-new ServiceNow DORA accelerator Out of the Box to drive efficiency and automation across the process. Learn how this innovative approach can streamline your compliance efforts and enhance your risk management strategy. Don't miss this opportunity to see how EY's expertise can transform your operations.
Manage complex ServiceNow environments using DevOps and SRE principles
Discover how British Telecom (BT), the UK’s largest telecom provider, partnered with Cognizant to manage one of the world’s most intricate multi-instance, domain-separated ServiceNow environments. By applying DevOps and site reliability engineering (SRE) principles, they streamlined operations, enhanced security, and optimized performance to support millions of transactions and API calls. Gain actionable insights into monitoring, performance tuning, and proactive management strategies that ensure scalability and reliability for mission-critical environments.
Roadmap: Build better automations with AI, Workflow Data Fabric and App Engine
Organizations need unified, real-time access to their enterprise data to power AI-driven workflows and stay competitive. Join this session to learn how ServiceNow can evolve your data foundation, enable smarter automations, and fortify your AI agent strategy. See our new Workflow Data Fabric, App Engine and Agentic AI features in action including enhancements in ServiceNow Studio, Process Mining, API Integration and Management with Boomi, Conversational Spokes, and Raytion Connectors. Get a preview of what’s to come with Zero Copy Connectors to Snowflake and Databricks.
BT achieves 35% self-healing for 2 major BUs with zero operations initiative
BT's digital transformation aimed for Zero-Touch Operations and self-healing systems using automated closed-loop remediation within ServiceNow. InMorphis's automation framework, combined with predictive intelligence, identified 84+ high-impact automation use cases, reducing manual incident resolution and improving customer experience. Integration with Dynatrace enabled AIOps for autonomous cloud operations. Outcomes: 60% Faster Automation Rollout 35% Self-Healing (4,000 fewer complaints/month) 50% Faster Incident Resolution
How Accenture drives IT efficiency with Service Operations Workspace and AI
Addressing IT service management challenges, such as long resolution times and communication gaps, the implementation of Service Operations Workspace (SOW) and AI-driven functionalities has transformed IT support. By enabling 10K users and introducing tools like Agent Assist, auto-summarization, playbooks, and knowledge base generation, teams have reduced resolution times, improved collaboration, and enhanced user experiences. Key outcomes include 600+ minutes saved monthly per request type and streamlined workflows, driving greater efficiency and satisfaction.
From Tickets to Triumph: ServiceNow + 1E + TeamViewer for Instant Resolution
Discover how ServiceNow, 1E, and TeamViewer eliminate IT friction and drive real-time resolution. See how ServiceNow’s Virtual Agent integrates with 1E’s real-time automation and TeamViewer’s secure remote access to resolve issues before they escalate. Whether it’s automated script execution, self-healing workflows, or remote take-over for complex cases, this trio transforms ITSM from reactive to proactive. Join us to explore how intelligent automation and seamless remote support can slash resolution times, improve employee experience, and free IT teams to focus on strategic initiatives.
Governance-driven deployments: Ensuring compliance & efficiency in ServiceNow
Scaling ServiceNow without guaranteed governance leads to inconsistency, compliance risks, and failed deployments—all of which contribute to growing backlogs that delay ROI. In this session, we will explore how multi-instance management transforms ServiceNow releases into streamlined, audit-ready, and fully compliant processes. Learn how enterprises enforce policy-based deployments, reduce risk, and maintain live visibility across all instances—while eliminating backlog and paving the way for true business transformation. Achieve speed with safety and unlock the full potential of ServiceNow.
Measuring what matters: Why IT needs to track mean time-to-productivity
This session will explore the DEX-powered digital adoption strategies that look beyond break/fix and focus on how to continuously improve enterprise digital productivity by enhancing traditional digital adoption solutions with AI, automation, and digital employee experience (DEX).
Unlocking Business Value with Source to Pay (S2P) Operations
The opportunity in source to pay was clear: multiple disconnected systems had led to process gaps and inefficiencies, long response times, and a poor user experience overall. Learn how we secured support for implementation, demonstrated benefits to gain business buy-in for our continued evolution, and how we took a phased approach that delivered measurable improvements in efficiency and compliance, showcasing early wins to justify further investment and scale adoption across the enterprise. This session will equip you with a roadmap to drive procurement excellence and business value.
Designing the right experience: accelerate digital transformation w/ IBM Garage
Unlock the power of IBM Garage and Now Create to accelerate digital transformation with user experience and value outcomes at the core. Learn how a structured, proven process aligns technical and design requirements, and ties everything to value realization. Discover the “Golden Thread", mapping how technical and business capabilities shape future experiences. Explore human-centered design, business value mapping and value orchestration, to drive measurable outcomes. Don’t miss this session on elevating your technical transformation to deliver powerful user and business outcomes!
Optimize Budgets with Proven Optics: Reduce Costs Without Disrupting Operations
With IT budgets facing increasing pressure to reduce costs while still delivering results, organizations need smarter strategies for managing expenses. In this session, we’ll demonstrate how the Proven Optics applications, built on the ServiceNow platform, can help organizations identify areas to reduce technology expenditures without affecting core operations. Learn how these tools provide actionable insights to optimize spending, enhance financial efficiency, and ensure that critical functions remain unaffected.
The Sit down with ServiceNow MVPs
With all things happening in the ServiceNow ecosystem, it can be easy to miss what's most important. Let our MVPs inform you! Meet a few of our ServiceNow Most Valued Professionals, learn what’s real with AI and how to silence the noise. Plus tips for getting more involved with Community.
Unlock ERP Potential with ServiceNow App Engine and Rimini Street’s Expertise
Rimini Consult empowers enterprises to mine, score, and convert SAP ERP tasks and customizations into intelligent workflows ServiceNow App Engine for ERP. Apsen Pharmaceutical leveraged this approach to modernize SAP ECC without costly migrations, optimizing costs, boosting automation and avoiding a costly move to SAP RISE. The result? Faster logistics, streamlined compliance, and automated financial processes. With Rimini Consult guiding design and deployment, businesses can enhance agility, efficiency, and scalability—driving transformation without disruption.
Unlocking Mobile adoption: The secrets to seamless Mobile Publishing
Drive mobile adoption with a frictionless publishing experience! Learn how to streamline custom app deployment and leverage the latest features, including branded apps with Skip Instance and unauthenticated content for wider access. Discover best practices to optimize publishing workflows, reduce maintenance, and enhance discoverability. Avoid common pitfalls and maximize engagement with expert insights.
You want me to stream how many events? Apache Kafka for the ServiceNow developer
This session introduces ServiceNow developers to Apache Kafka. Learn to set up a local Kafka environment, connect to the ServiceNow Hermes Kafka environment, and manage their first Kafka topic. By the end of the session, developers will understand Kafka’s architecture and its integration with ServiceNow for real-time data streaming.
Discover Finance Operations
Gain exclusive insights into the roadmap for Finance Operations, ServiceNow ‘s new product for finance transformation. Learn from the leaders in product management and product marketing about our vision for finance on the ServiceNow AI platform for business transformation, including what to expect over the next releases.
Transforming business growth through RiseUp with ServiceNow & Tuatara Consulting
Join us for a session on Tuatara Consulting's RiseUp with ServiceNow Skillbridge program, showcasing how 15 veteran hires have driven growth in 2024 with industry leaders like Black & Veatch. Learn how digital pods integrate RiseUp fellows, contributing to Tuatara’s ServiceNow Digital Factory. Explore how this initiative creates upskilling opportunities for veterans, supports job creation, and accelerates growth for diverse ServiceNow partners. Discover the measurable business impact, including ROI and enhanced customer value. Don't miss these inspiring success stories!
EY and ServiceNow Impact Hive: AI x Environment
Impact Hives are targeted innovation events that harness the power of the collective to help an impact enterprise unlock breakthrough ideas for achieving scale. Join this Impact Hive, led by EY and ServiceNow, along with an innovative entrepreneur, courtesy of Acumen, to learn how they are using AI to drive sustainable business. This entrepreneur will bring a challenge their startup is facing as they look to scale and grow and as a part of a fireside chat between the entrepreneur and a leader from both EY and ServiceNow, will dive into their business model and the challenge they are facing. The audience will then submit solutions to the challenge statement posed by the entrepreneur, at which point a voting and discussion on the top ideas will be facilitated by the EY and ServiceNow leader(s).
SAP's A(Gentic)I Journey - generating efficiency gains for Customer Support
Join us to learn how SAP is revolutionizing its customer support operations by integrating generative AI and Agentic AI into the daily workflows of its engineers. Over the past two years, SAP has embarked on its generative AI journey, developing a scalable factory approach that extends across the platform and supports the expansion of Agentic agents. This session will delve into SAP's journey, highlighting key lessons learned and sharing best practices.
ServiceNow University genius lounge
Need help navigating the platform? Have questions or want to refine your skills? Stop by the **Genius Lounge**, an open, drop-in session where you can get hands-on experience and expert guidance—no appointment needed! Whether you're just getting started or looking to dive deeper, our knowledgeable experts are here to answer your questions, offer insights, and help you make the most of the platform. This is a great chance to explore new features, chat face-to-face with instructors, and learn best practices in a relaxed, collaborative environment. Drop in anytime during the session, bring your curiosity, and let’s innovate together!
Hack4Good - Use your ServiceNow skills to make a positive impact!
Join us at this year’s Hack4Good event on the CreatorCon show floor, where you’ll work with a team to build an innovative solution for a nonprofit organization in need. Whether you’re a seasoned developer or just getting started, there’s a place for you! We’ll match you with a backlog story that aligns with your skills, and you’ll have the chance to collaborate with other like-minded individuals to create a real-world solution. Get ready to build, innovate, and contribute to something truly meaningful. Sign up now and let’s get started!
Knowledge welcome reception
Let's get the party started and join us for happy hour! Network with your peers, industry professionals, ServiceNow experts, and partners while experiencing our demos and enjoying a drink at the Knowledge welcome reception. Thank you to our Platinum sponsors.
ServiceNow University Attendee Lunch
Lunch
ServiceNow University breakfast
Breakfast
Driving fit for growth standard Chartered's journey to tech simplification
Learn how Standard Chartered Bank is achieving its Fit for Growth objectives through technology simplification with ServiceNow’s unified service delivery platform. This session explores how the bank is reducing complexity, driving operational excellence, and enhancing productivity to support scalable growth. Gain actionable insights into leveraging a unified platform to optimize IT systems and deliver impactful business outcomes.
HR Service Delivery roadmap: Supercharge the future with new AI Agents, HR, and talent innovations
Ready to transform every stage of the employee journey—from hiring to the alumni experience? Join the ServiceNow product team, as they unveil their cutting-edge roadmap for revolutionizing the employee experience. Explore groundbreaking AI, HR, and talent innovations designed to supercharge productivity, streamline processes, and transform employee experiences across the enterprise. Discover how AI agents, will help your people work smarter, faster, and more efficiently. Don’t miss this opportunity to get a first look at how AI is transforming the future of work.
Guiding the digital workplace: How ServiceNow DEX illuminates the path forward
Lighthouses have long symbolized guidance and safety, illuminating the course through uncertainty. In the same way, ServiceNow's DEX is revolutionizing the modern workplace by acting as a beacon for organizations navigating the complexities of digital transformation. We’ll shed light on how DEX integrates with the broader platform, enhancing ITSM and employee workflows to create a unified ecosystem.
Beyond chatbots: How Zoom is revolutionizing customer support by embracing AI
Ever wonder how tech giants like Zoom stay ahead? They're embracing AI, and the results are impressive. Zoom's journey with Now Assist has had its challenges, from data setup to skill customization, but they're tackling each hurdle head-on. The outcome? AI that summarizes cases, generates resolution notes, and builds knowledge bases. But Zoom's not stopping there. They're co-innovating with ServiceNow, creating AI that completes tasks after meetings. Next up? Using AI insights to enhance their product. It's a bold vision of customer support that's smarter, faster, and more responsive.
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Transforming customer experience: Verizon’s SPM journey to agility & innovation
Join this session to learn how Verizon’s Customer Experience Organization transformed how they plan and manage work across teams, with the help of Deloitte. You’ll discover how ServiceNow SPM was implemented to support their CXOs’ vision for enhanced agility, responsiveness, strategic alignment, resource optimization, and data-driven decision making. Hear directly from Verizon leaders as they share how the ServiceNow SPM platform drives innovation and delivers an exceptional customer experience by acting as a centralized solution for planning, executing, and validating customer outcomes.
Enabling real-time intelligence and operational efficiency using Stream Connect
Join us to learn how our organization leverages Stream Connect to build a highly resilient, fully managed data streaming solution. Stream Connect facilitates near real time and real-time data access, analytics, rapid decision making and improved observability. All while reducing operational load on our ServiceNow Platform. This session will cover why we leveraged Stream Connect to deliver real-time updates to our Snowflake data lake, benefits received, and lessons learned.
CRM roadmap: Revolutionize customer experiences and grow agent productivity
Join this session to learn about what’s new in ServiceNow's CRM roadmap. You’ll hear from product leaders from Customer Service Management (CSM), Field Service Management (FSM) and Sales & Order Management (SOM) as they show how the latest innovations including AI Agents can help your organization deliver great customer experiences, grow revenue, and reduce costs.
Put AI to work for payments with ServiceNow, Visa, and Nvidia
Managing card disputes is often complicated, time-consuming, and costly. Join this session to discover how the AI platform for business transformation, the world leader in digital payments, and the visionary of AI computing are working towards fast-tracking dispute resolution and swiftly responding to consumer trends with AI and automation. AI Agents plus data and workflows deliver frictionless service, reduced contact center volumes, and seamless compliance, all while reducing costs.
Digital transformation in action: Redefining the employee experience
Join us on a journey through our company's digital transformation in the industrial sector. Discover how we are redefining internal processes and enhancing user experience by building Digital Me—a unified, global platform powered by ServiceNow. From tackling industry-specific challenges to delivering a simplified, user-centric portal, we’ll showcase how Digital Me is becoming the backbone of our digital operations, empowering employees and driving innovation.
Now on Now: Get started with Workflow Data Fabric and Raptor DB #2
Unlock value with Workflow Data Fabric, powered by the Now Platform and the high-performance RaptorDB Pro for ultra‑speed and scalability. Join us for this demo dession and explore the possibilities.
Now on Now: How we are responsibly using AI products across the enterprise
We don’t just build AI solutions; we use them to solve real problems inside our own enterprise. In this demo, we’ll share how we’re using Now Assist Guardian, our internal AI moderation service, and other tools, to ensure our generative and agentic AI experiences are safe, responsible, and enterprise ready.