Knowledge 2026
717 sessions, 88 canceled
The WomenNowSN breakfast!
Join us Tuesday from 7:00 to 8:30 AM PDT for connection, community, and a strong start to the week. Women and allies across the ServiceNow ecosystem are all welcome. Coffee, pastries, and great conversations included. 💚 RSVP: https://lnkd.in/gvEZCjTh We can’t wait to meet you!
Echelog | Full Throttle | F1 Arcade Cocktail Reception
No slides, no pitches — just good people, great venues, and a front-row seat to what happens when AI meets ServiceNow at full speed. Meet us on the floor, then join us after hours.
Echelon | Beyond the Instance | Happy Hour
No slides, no pitches — just good people, great venues, and a front-row seat to what happens when AI meets ServiceNow at full speed. Meet us on the floor, then join us after hours.
Echelon | IT Leaders Group Therapy | Private Dinner
No slides, no pitches — just good people, great venues, and a front-row seat to what happens when AI meets ServiceNow at full speed. Meet us on the floor, then join us after hours.
🏎️ Full Throttle: F1 Arcade Cocktail Reception (Powered by Echelon AI & TQStarling)
You’re invited to shift gears and join us at F1 Arcade Las Vegas for a night built around speed, competition, and great conversations. On May 4th, we’re bringing together ServiceNow leaders, builders, and operators for an evening that moves a little faster than your typical networking event. Think: High-speed racing simulators Cocktails that keep up Conversations that don’t slow down Whether you’re chasing lap times or just looking to connect with others pushing the limits of what’s possible on the platform, this is your chance to step off the track of typical events and into something a bit more… accelerated. Spots are limited because good conversations shouldn’t feel crowded. Hosted by Echelon AI & TQStarling.
Solving Forward: How Industry Leaders Connect Data Across a World That Won’t Stand Still
The biggest barrier to AI in any industry isn't the technology — it's fragmented data that agents can't trust and automation can't rely on. Hear from leaders across industries who stopped patching the dirt road and built the foundation their AI strategy needs.
FAST AI: Framework for Accelerated ServiceNow Transformations With AI Agents
Implemented 19 AI Agent workflows across HRSD, ITSM, CSM, and Platform in just two months using 10 GenAI skills embedded in ServiceNow Mobile. The session addresses the challenge of scaling GenAI for measurable enterprise impact. Attendees will learn proven methods to accelerate AI adoption, track value through KPIs, and embed Now Assist into everyday workflows. Unlike product overviews, it offers a real-world blueprint for rapid, secure, multi-domain AI deployment delivering tangible business outcomes.
Reimagining Global Business Services: A people‑centered approach
Join KPMG as we share examples of how we’re helping global organizations transform enterprise-wide value streams to deliver a seamless experience with agentic AI-enabled Global Business Services. This session will explore how KPMG and ServiceNow® are working with clients to create a people‑centered approach to service design to help improve the everyday experience of work.
Strategic Vision in Action: Adient’s Tale of Two ITAM Implementations
For Adient, a global leader in automotive seating, the road to maturing its IT Asset Management took two paths: one paved with lessons, the other with leadership. Early HAM efforts faced fragmented data, unclear ownership, and limited adoption. Learning from those challenges, Adient’s SAM implementation flipped the script by building alignment, executive sponsorship, and measurable accountability. Join this session to see how Adient turned ITAM lessons into lasting transformation and gain insights to help your organization turn tactical implementations into enterprise-wide momentum.
Thales’ HRSD Platform at Scale: Unified. Adopted. AI‑Ready
Join this session to learn how Thales transformed HR service delivery for 90,000+ employees across 70 countries by consolidating a fragmented HR landscape into a unified ServiceNow® HRSD platform that is AI ready. This session highlights reduced HR demand, a simplified global HR model, an integrated employee experience, and strong employee adoption—showcasing how Thales and LTM built a scalable HR foundation delivering measurable business value.
Trust, Data and Speed: Scaling AI Across the Enterprise Without Losing Control
AI is expanding what’s possible, but execution still wins: making fast, confident decisions, adapting to change, and delivering results repeatedly. In this session, Jenson Button shares what elite performance looks like when outcomes depend on coordination, discipline, and learning—not perfection. Building on that mindset, a Cognizant SNBG leader and a ServiceNow executive translate these principles to the enterprise, showing how trusted data and governance accelerate decisions, scale execution, and turn workflow signals into measurable outcomes—moving from AI pilots to repeatable performance.
Life on the Bleeding Edge: ADT's Use of Next Experience SPM
Join us for a story about ADT's SPM journey using the Next Experience Workspaces from the onset. While most customers are embarking on the migration journey from ITBM/Classic SPM, ADT has been living at the bleeding edge - enabling and deploying new SPM features and products as they're available. We'll share our learnings and experiences thus far, and hopes and plans for the future.
Transforming IT Operations at Scale: From Reactive to Predictive With AI
Managing IT operations for an enterprise of 350K+ resources demanded more than scale—it required transformation. By integrating Health Log Analytics, Metric Intelligence, and AI-driven monitoring, we shifted from reactive to predictive operations. The platform now detects anomalies, adjusts thresholds, and provides time-series insights for faster root cause identification. This transformation reduced incidents by 20% and built a resilient, intelligent ecosystem powering smarter IT operations.
Predict Before It Breaks: Our AIOps Revolution on the Now Platform
In a world where downtime isn’t an option, IT operations must evolve from reactive to predictive. This session shares our journey leveraging ServiceNow AIOps and Event Management to unify monitoring, cut alert noise by 90%, and halve MTTR through AI-driven correlation and automation. Discover how predictive insights, intelligent workflows, and data-driven decisions deliver resilient, reliable, and self-healing IT operations on the Now Platform.
Building the Seamless Start: AI Agents and the Future of Pre-Boarding at Scale
Every new hire's journey begins before Day One. Join Isaiah Das, Head, myHR & HR Digital Service at Standard Chartered, for a conversation about reimagining pre-boarding using AI agents across 50+ markets. We'll explore how we designed intelligent workflows that orchestrate tasks, personalize experiences, and free our people to focus on welcoming new colleagues. Learn practical approaches to deploying AI agents in global HR operations while balancing automation with human connection—grounded in real implementation at enterprise scale.
Agentic Insight-to-Action Workflows With ServiceNow Data and Analytics
Dashboards don't drive action — but AI shouldn't act alone either. This session introduces the Insight-to-Action operating model and shows how ServiceNow's AI-native platform closes the loop between data, intelligence, and workflow execution — with humans in the loop. Workflow Data Fabric unifies cross-enterprise data, while Pyramid Analytics supports human exploration before AI agents and workflows automate response. Get a first look at Data Apps coming in 2H 2026, plus a real-world perspective from Hitachi Digital Services.
Enable an Autonomous Workforce With ServiceNow AI Control Tower and Microsoft A365
This session shows how ServiceNow® AI Control Tower and Microsoft enable the Autonomous Workforce and deliver seamless agentic AI orchestration and governance. By uniting workflow intelligence, trusted cloud, and AI governance, you can connect copilots, agents, and data seamlessly across Microsoft 365 and the ServiceNow AI Control Tower to enable comprehensive visibility, compliance, and control over AI agents - setting a new standard for enterprise AI.
Modern GBS: Designing Global Business Services for Enterprise Agility and Outcomes
This session dives into what good looks like for GBS in the era of agentic AI. From current state limitations to future state aspirations, speakers will share how companies are shifting from cost to outcomes; from back-office focus to a fully connected enterprise; and from tactical to transformational models. Gain insight from KPMG survey results and deep delivery experience. Learn critical design decisions—rebalancing GBS/GCC, risk mitigations, ERP alignment—and discover modernized GBS that leads to operational efficiency, margin expansion, front-office connection, and AI-enabled value.
How Platform Owners From Cigna and Avalara Are Tracking ROI With ServiceNow Impact
Hear directly from platform leaders at Cigna and Avalara who are using ServiceNow Impact to prove that driving adoption and delivering ROI are the two most valuable — and most rewarding — activities a platform owner can undertake. In this interactive panel, customers share how they leverage tools like adoption recommendations, capabilities maps, and platform health tools — plus how value reports and outcomes insights keep them aligned with business objectives. Walk away with practical strategies and real-world lessons you can apply in your own organization.
Siemens AG: The Real Story Behind Touchless IT With Agentic AI and Moveworks
Siemens AG IT isn't just improving IT service management — they're reimagining it. Fuelled by Moveworks and ServiceNow Now Assist, Siemens is on a mission to make routine IT invisible: resolved before it's noticed, handled before it's escalated. In this session, the Siemens team will share the measurable efficiency and service quality gains they've already achieved, the AI journey that got them there, and the roadmap ahead as they push toward their vision of a fully Touchless IT organisation.
From Outsourced to AI-Optimized: Astellas Pharma’s Service Desk Transformation
Discover how Astellas Pharma transformed its global service desk by bringing operations in-house and leveraging ServiceNow, ITSM Pro+, Moveworks, Voice AI, Remote Control, and DEX. Learn how an AI-optimized support model reduced costs, boosted self-service, accelerated resolution, and enhanced agent performance—delivering scalable value to 22,000+ employees across 70+ countries.
U.S. Bank's Policy‑Driven Compliance: Evidence Repo and Digital Product Release
U.S. Bank built an evidence repository to capture control artifacts (tests, scans, readiness attributes, etc..) This repository integrates with Digital Product Release (DPR) so every release automatically evaluates using policy‑as‑code based on evidence. In this session, U.S. Bank shares the end‑to‑end design: how evidence is assessed, linked to Changes, and continuously checked against policies for SOX/PCI/DORA readiness. We introduce an AI agent that summarizes evidence on the Change record—surfacing what’s material, what’s missing, and residual risk—so approvers decide faster with confidence.
Accelerating Enterprise Resilience at Gilead: Customer and CSDM Expert Perspectives
Join Gilead and ServiceNow's CSDM expert, Mark Bodman, to explore how governance-first foundations transform Change, Major Incident and Problem Management. This dual perspective session shows how Gilead embedded governance, automated data validation and aligned with CSDM to shift from reactive cleanup to proactive control. You'll gain practical strategies to enhance data quality, accelerate onboarding and apply AI for smarter impact analysis - plus expert guidance on navigating common CSDM implementation challenges. With 83% data quality improvement and 81% resilience gains, discover how proper data foundations unlock platform value.
Alcon and NTT DATA: Human-Centered Digital Transformation in Life Sciences
Alcon and NTT DATA leveraged the ServiceNow® AI platform to elevate employee experience alongside digital workflows across HR, IT, and Facilities—harmonizing human and digital work in a highly regulated life sciences environment. Learn how a global experience platform balanced enterprise governance with local needs, overcame change management barriers, and delivered measurable gains in adoption, productivity, and cost efficiency. Gain practical lessons on stakeholder alignment and scaling transformation.
Centrica’s GenAI‑Powered ServiceNow Journey With Accenture
As part of Accenture and Centrica’s four-year digital transformation, Accenture has helped Centrica modernize IT operations by embedding GenAI at the core of service delivery. AI powered virtual agents now resolve over 50% of user queries, driving true incident and request deflection, reducing L1 effort, and improving end user CSAT by 5%. In this session, the team will share the approach taken, challenges faced and important lessons learnt along the way to enable you to maximize the impact of your own AI-journey.
From Audit Anxiety to Audit Confidence at Zurich Insurance With xtype
As ServiceNow expands across regulated enterprises, governance and audit pressure increase. Many teams still rely on manual approvals, fragmented processes, and reactive compliance. In this session, Zurich Insurance shares how it evolved to a policy-driven, continuously governed delivery model with help from xtype. Learn how a lean platform team improved traceability, strengthened access controls, increased release frequency, and reduced upgrade and cloning effort. Hear practical lessons on building auditor confidence while enabling innovation and AI adoption.
Qiddiya Investment Company: Evolution Towards Autonomous IT Ops for City of Play
Discover how Qiddiya Investment Company is using ServiceNow® to power Saudi Arabia’s “City of Play” giga-project. By integrating systems and enabling automated workflows across IT estate, infrastructure, and entertainment systems, Qiddiya is modernizing service delivery, embedding AI, and enabling 20,000+ users with a single connected platform. Join this session to learn how a phased modernization approach drove excellence of user experience, efficiency gains, agentic powered operations, and a scalable digital operating model for city-scale IT operations.
From Stress to Success: Simplifying Your ServiceNow Upgrade Journey
Upgrading your ServiceNow instance doesn’t have to be overwhelming. In this session, we’ll share practical strategies to simplify planning, testing, deployment, and validation while building a reusable Upgrade Playbook to guide future efforts. You’ll learn how to personalize Release Notes, leverage Upgrade Center and Automated Test Framework (ATF), and cut down on upgrade risks and testing time. Walk away with proven practices to make your next upgrade faster, easier, and more successful.
Now on Now: Achieving Autonomous IT Service Desk
Our goal was to transform IT support operations through a unified, AI-powered platform that could autonomously handle every day issues and seamlessly escalate cases as needed to our human experts. We did it! Today, 90% of IT support requests are fulfilled by AI agents. Learn how we have achieved this bold goal.
Now on Now: Delivering Exceptional Self-Service With AI
At ServiceNow, we set out to close the gap between consumer-grade ease and enterprise support reality. In this session, learn how we’re reimagining self-service as an intelligent, hospitality-first experience—where AI doesn’t just answer questions, but anticipates needs, guides next steps, and completes tasks autonomously. Discover how we use AI-ready content, conversational search, and agentic workflows to create a seamless experience that’s fast, trusted, and human at scale.
Now on Now: Running HR, Procurement, Legal and Finance On a Single Platform
We run our core business services - HR, finance, legal, and procurement - on a single platform. Learn how we are connecting processes end to end, eliminating silos and reducing manual effort
Transforming HR Support With AI
Join Rivian, a leading American electric vehicle manufacturer, to learn how they successfully deployed a modern, AI-powered HR experience built on ServiceNow Employee Center Pro and HRSD with NowAssist, achieving significant gains in employee productivity and self-service in a high-growth, lean environment. Facing the challenges of scale and multiple, disconnected tools, Rivian embarked on an HR transformation with a core objective to deliver a persona-based "single front-door" experience for all employees and managers. The proof is in the results with 70% adoption, just within 2 months.
Knowledge Center: Next Level Knowledge Management
Take your knowledge to the next level! Join ServiceNow product managers and Johnson & Johnson as they share the Knowledge Center roadmap and early adopter experiences. From article editing and GenAI-powered article generation, to smart duplicate detection and identifying how existing articles can be improved, Knowledge Center is evolving fast. Discover how to identify knowledge gaps to create articles that deflect requests, plus future capabilities like health scores to tackle knowledge debt. Get ready to transform how your teams create, manage, and share knowledge!
Cognizant’s CMDB Transformation Journey to Maturity
Discover how Cognizant’s CMDB transformation unlocked agility, resilience, and operational excellence using Predictive AI Ops, CSDM, CMDB 360, and Multi-source CMD. It enabled proactive issue resolution, standardized service mapping, unified data, and real-time visibility resulting in faster incident resolution, improved change success, stronger compliance. This session reveals the strategy, accelerators, and business impact.
Platform Analytics and Pyramid Roadmap: AI-Ready Insights for Data Leaders
The Chief Data Officer's mandate has changed. It's no longer enough to deliver reports; you need to fuel AI agents and prove value across the business. This session covers ServiceNow's Analytics vision and roadmap, starting with what's new from Pyramid Analytics: conversational queries, self-service analysis, and a semantic layer that gives AI agents trusted business context. We'll also cover Platform Analytics, AI Data Explorer, Data Snapshots, and CXO Dashboards. Come see how we're building the future of analytics for data teams and the C-suite.
RaptorDB Pro Roadmap and Strategy
See how leading enterprises are accelerating their ServiceNow platform by combining Now Assist with RaptorDB Pro to deliver faster processing, real-time analytics, and resilient AI-driven workflows across IT, SecOps, Risk, and Operations. This roadmap session highlights what's coming next for RaptorDB Pro—including expanded analytics scale, hybrid queries across live and federated data, and object-storage offload—while sharing practical lessons to help modernize your data strategy, performance, and AI readiness.
Service Catalog Roadmap: Smarter Catalogs, Better Experiences With AI
Get a candid look at our vision and roadmap for Service Catalog, straight from the product team. Discover how we're investing in AI to make catalog creation smarter, request experiences more intuitive, and catalog management easier than ever. Walk away knowing exactly where Service Catalog is headed on our intelligent platform.
Building ServiceNow Apps With Natural Language: AI-Assisted Development and SDK
Describe a ServiceNow® workflow in plain language and watch it become production-ready code. With the ServiceNow SDK and AI-assisted development on AWS, developers go from idea to deployed flow in minutes—defining tables, business rules, and Flow Designer automations as TypeScript with full type safety, version control, and CI/CD. This session shows live build-and-deploy: an AI coding assistant scaffolds a ServiceNow app, generates Fluent API code, and pushes it to a running instance—no browser config required. See how agentic AI, infrastructure-as-code, and ServiceNow reshape workflows.
Intelligence at Scale—KDP Transforms Service Delivery With AI and GBS Agents
Discover how Keurig Dr Pepper (KDP) is revolutionizing enterprise service delivery with ServiceNow® AI. From its conversational “K-Bot” to advanced AI skills like chat and case summarization, knowledge generation, and intelligent email drafting, KDP is transforming agent productivity. Learn how KDP is deploying domain-specific GBS AI agents across IT, HR, and Finance to auto-triage, resolve, and automate common requests—delivering faster service, reducing costs, and setting the standard for Agentic AI at scale
Reinvent IT Ops: From Observability to Autonomous Operations
Join Accenture, Dynatrace and ServiceNow® to discover how together, we accelerate agentic AI initiatives, help you achieve autonomous operations, and drive business resiliency. By combining end-to-end observability, enterprise-wide IT orchestration and event intelligence, we break down organizational silos and allow you automate with confidence. You’ll leave with a blueprint including use cases, integration touch points, and first steps.
How Merck Manages OT Cyber Risk Across Multiple Manufacturing Sites
Every connected sensor and PLC in Merck's plants expands the attack surface. Learn how ServiceNow Operational Technology Management gives security and operations teams contextual visibility into every OT asset, prioritizes patching by production impact, and closes the gap between IT security operations and plant-floor reality.
Rewired to win
Tools, tech, and AI got dramatically better. The organizational barriers did not. What has changed most is the stakes. The bar for what "top quartile" looks like keeps rising, and the way organizations must develop capabilities to stay in the top is getting harder, not easier. Co-author of McKinsey’s best-selling series “Rewired”, Rob Levin, will walk through what leaders need to accelerate innovation, improve outcomes, and reduce unit costs with proven approaches to build high-velocity AI transformations.
From Static Scans to Real-Time Resilience
Many organizations remain trapped in reactive cycles of disruptive, heavy-handed scans that miss critical assets and bury teams under a mountain of contextless vulnerability overload. To address this, join us for a high-impact, 30-minute spotlight session on Armis Centrix™ for Vulnerability Management Detection and Response, an intelligence-first, cloud-native platform designed to eliminate operational friction and transform your cyber exposure management strategy. Discover how you can gain complete, real-time visibility with 90% less load and fewer false positives than traditional tech.
Now on Now: Detect, Prevent and Control—The AI Advantage in Cyber Security
Every prevention, every outage, every recovery—IT and Security win together. In this session, learn how ServiceNow unified its IT and Security operations on a single AI-powered platform to create shared visibility, faster recovery, and proactive resilience. See how data, insights, and workflows connect end-to-end across risk, compliance, and operations—turning reactive response into coordinated prevention. Discover how this model delivers continuity, trust, and confidence at enterprise scale.
Now on Now: Making our data foundation ready for AI-powered analytics
Getting data ready for AI is harder than it sounds. At ServiceNow, we manage an incredibly high-volume, complex enterprise data ecosystem. Before we could unlock AI-powered analytics, we had to address three foundational challenges: connecting data, providing business context at scale, and maintaining control as AI workloads expanded. In this session, our Enterprise Data team will share how we solved these challenges, how we leverage ServiceNow products, and key lessons learned from operating this architecture in production. You'll leave with practical guidance for assessing your own data readiness and a concrete picture of what an AI-ready data platform looks like from the inside.
Now on Now: How We Sell, Fulfill and Serve Our Customers on AI CRM Platform
Traditional CRM manages customers, sales, post-sales, operations and back office in silos and fragmented systems. Learn our our approach reinvents how we sell, fulfill and serve customers on a unified platform from pricign and quoting workflows to success and support.
Unleashing Innovation: Citizen Development Meets Now Assist
Empowering Sutter citizen developers, Now Assist Creator transformed the way they developed on the ServiceNow platform. By providing intuitive, no/low code, AI-driven tools, Now Assist enhanced non-technical users’ ability to innovate, accelerating app delivery and boosting business agility. The synergy between citizen development and Now Assist unlocked new possibilities, enabling rapid solutions and fostering a culture of creativity across teams.
Cox Automotive's Agentic Development Playbook: Build Agent and Claude Code in Action
Build Agent and the ServiceNow SDK unlock a new model of ServiceNow development where AI agents assist across the entire build lifecycle. In this session, hear how Cox Automotive is transforming delivery with skills, specialized sub-agents, and orchestrated workflows that make AI-first apps production-grade. You'll leave with a practical blueprint for advancing agentic development in your own ServiceNow practice.
Vibe Coding: Accelerating AI Development With ServiceNow Build Agent
Discover how KeyBank embraced “Vibe Coding” to supercharge custom app creation in ServiceNow. Starting with GitLab Duo and Copilot, we streamlined the process of building objects, scripting logic, and designing workflows. Lets explore together how ServiceNow Build Agent further evolves these improvements utilizing an AI native to the platform. This session will showcase how Build Agent accelerates development, improves quality, and transforms how teams interact with the Now Platform. If you're ready to modernize your dev practices, this session is for you.
AI Will Reshape GRC: The ServiceNow Risk and Resilience Roadmap
GRC is having its moment. AI is making risk and compliance always on, genuinely useful to every business user, and fast enough to keep up with a world that never stops changing. This session is where you see what comes next. The ServiceNow Risk Business Unit pulls back the curtain on the full roadmap, from technology and cyber risk to business risk, regulatory compliance, and operational resilience. We cover it all: Integrated Risk Management, Third-Party Risk Management, Business Continuity Management, Operational Resilience, Privacy and Data Governance, and AI Control Tower.