Sessions
4863 sessions, 88 canceled
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.
