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.