Sessions
4863 sessions, 88 canceled
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.
