Sessions
4863 sessions, 88 canceled
Accelerating practical AI with ServiceNow
Telcos want to accelerate digital business transformation with AI but limited cross-functional adoption and lack of readily deployable use cases hold them back. Prodapt's Practical AI solutions on ServiceNow solve both problems at once. By leveraging the single-data model, unified ServiceNow platform, enterprises can reach into every system, task and department to tap enterprise-wide data and intelligence. With Prodapt's Telco AI Agents working with human-in-loop autonomy, enterprises can fast-track transformation, make operations opex-light and efficient, and elevate experiences.
AI for Good: Driving Sustainability and Shaping the Future of Work
AI is transforming industries, offering unprecedented opportunities for sustainability and collaboration. This panel will cover how AI strategies can help address environmental challenges and enhance global cooperation while examining the cost and governance challenges that come with AI deployment. Attendees will also gain insights into technologies for the future of work, and how they can be harnessed responsibly to drive sustainable progress.
360 Exchange: Ask the Experts on how to get up and running with ServiceNow AI agents
Ask the Experts on how to get up and running with ServiceNow AI agents
360 Exchange: Build an effective roadmap to bolster your organization’s cyber resilience
As cyber threats escalate, it’s critical to predict, prevent, and recover from cyber attacks. Join our experts for a discussion about creating and implementing a cyber risk roadmap that spans the entire lifecycle, from identification and mitigation through to response and recovery. Get guidance on deploying ServiceNow GRC, SecOps, and Vault. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
Building a Future-Ready CoEI: Insights from EMEA’s Leading Innovators
Is your organization ready for tomorrow’s challenges? Join our panel with EMEA’s biggest customers to explore a game-changing CoE blueprint, powered by AI, that drives continuous transformation and sustainable success. By aligning strategy, governance, and efficiency, you’ll deliver measurable impact. See how vision, funding, roles, and ongoing value assessment ignite innovation and shape your future. Come prepared to question the status quo and build a relentless, future-ready CoEI.
CMDB AI agents available now and what’s coming next
CMDB AI agents work seamlessly across the platform using Now Assist skills, which are key building blocks for unlocking the full potential of AI. These skills enable AI agents to handle specialized CMDB tasks such as CI summarization, CI search, and managing duplicate CIs.
Customer Service Management Roadmap: Transform customer and agent experiences
Discover the latest in Customer Service Management (CSM) and how we are transforming Customer Relationship Management (CRM). CSM product leaders will share recent innovations and the FY25 roadmap, including AI's role in enhancing customer and agent experiences. Learn how our unified, connected approach strengthens CRM for a complete customer view, boosting productivity and satisfaction while fostering loyal relationships. Plus, see how ServiceNow AI Agents are revolutionizing customer service efficiency and effectiveness.
Enterprise-Wide API: Digital assets visibility and compliance
API Insights is single solution to collect and manage your entire API ecosystem that includes these features: • Dedicated workspace for comprehensive API inventory in the enterprise • Data ingestion setup and monitoring for API-specific integrations • Data quality recommendations • Search of API-specific inventory • Contextual lists of APIs for quick views of the entire API estate at different points of their lifecycle • Detailed analysis of each version and resource of an API • View the consumers of APIs (who has access) • Graphical representation of API relationships
360 Exchange: Explore Agentic AI use cases for employee self-service with the Virtual Agent
This roundtable will explore cutting-edge use cases where AI Agents handle complex employee inquiries and streamline IT and HR support at scale. Sit with the ServiceNow product team to discuss how AI Agents can potentially automate issue deflection and improve the employee experience. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
From Rule Based Automation to AI Agents: Build Your AI Strategy with ServiceNow
Ready to unlock the full potential of AI for your enterprise? This session will demonstrate how you can leverage your existing ServiceNow investments to build a robust, long-term AI strategy, ultimately leading to powerful AI agents. We'll explore ServiceNow's platform capabilities, highlighting both "build" and "buy" options for AI solutions, and show you how to seamlessly evolve from rule-based automation to intelligent, adaptable AI that empowers every user. Hear from our customers on how they are maximizing ROI and creating a future-proof AI roadmap with ServiceNow.
How Cigna is using Process Mining to unlock process efficiency
Join Cigna as they share how they’re leveraging ServiceNow Process Mining to uncover inefficiencies, optimize workflows, and scale improvements. Learn how they got started, key insights from their findings, and their strategy for expanding Process Mining across the organization. Gain real-world lessons and discover their roadmap for the future. Don’t miss this chance to see Process Mining in action and take away strategies to apply in your own organization!
How customers get started on their Agentic AI journey
Agentic AI is transforming businesses, but where do you start? This session explores best practices for adopting ServiceNow’s Agentic AI solutions, from identifying high-impact use cases to ensuring data readiness and driving user adoption. Learn key do’s and don’ts, common pitfalls to avoid, and strategies for scaling AI successfully. Through real-world insights and customer success stories, gain a clear roadmap to kickstart your AI journey and maximize value. Whether you’re new to AI or refining your approach, this session will equip you with the knowledge to move forward confidently.
McKesson’s Journey: From IT Tickets to User-Centric Productivity Platform
Explore McKesson's ongoing transformation journey with ServiceNow and hear firsthand about the lessons learned and experiences that propelled our evolution from a mere IT ticketing system toward cross-functional workflow orchestration with foundational emphasis on user-centric design.
Navigating the AI Revolution: How SailPoint Enhances Customer Service
Discover how SailPoint's strategic AI implementation has transformed customer service and operations. Learn about their integrated partnership with ServiceNow, delivering comprehensive Identity and Access Management alongside IT Service Management solutions. The powerful combination helps businesses enhance security, streamline workflows, improve user experiences, and maintain compliance—all while boosting operational efficiency.
Put AI to work faster with Customer Success
Join this session to learn how ServiceNow Impact, our customer success product powered by AI and human expertise, provide customers with the support and expertise to get to value fast—with value and adoption resources, tailored expertise, health tools, and 24/7 support.
Revolutionizing Conversational AI: Virtual Agent with AI Agents
Accelerate AI adoption with AI Agents in Virtual Agent and transform enterprise engagement with customers and employees. Discover how Virtual Agent powered by Large Language Models (LLMs), agentic AI, omni-channel, and multimodal experiences drives self-service and improves user satisfaction. See our roadmap for next-gen conversational experiences, Workflow Data Fabric + AI Agents use cases, and multimodal capabilities that redefine enterprise automation.
360 Exchange: Securing your ServiceNow instance & strengthen governance in the new age of AI
Data security and strategy are more critical than ever, especially when it comes to ServiceNow. This session will show you how to both secure your ServiceNow instances and create a clear, future-proof data strategy. Learn to optimize data management, ensure compliance, and secure sensitive information across the platform. Leave with the tools to protect your system and leverage data as a strategic asset.
Simplify Enterprise Data Complexity: Zero-Copy Integration - a step-by-step lab
Join us for an in-depth exploration of the revolutionary "Zero-Copy connectors", the latest innovation for ServiceNow's Workflow Data Fabric. This immersive lab session offers a deep dive into how Zero-Copy technology enables seamless connectivity, unification, and real-time access to a myriad of data sources without the need for data duplication or custom integrations. Through hands-on demonstrations and expert guidance, you will gain invaluable insights into leveraging Zero-Copy connectors to fuel workflows and AI agents.
Voice-Input for AI Agents and 4 Top Usability Features You Should Be Using
Great usability isn’t just about efficiency—it’s about working smarter, faster, and more inclusively. ServiceNow is making this a reality with game-changing voice-controlled AI, keyboard shortcuts, dark mode, color patterns for data visualization, and award-winning neurodiversity-friendly features. In this session, we’ll showcase these top usability innovations, how they enhance productivity, and why they matter for all users. Plus you'll ensure that you're ahead of the curve with international A11y requirements! Join us to see these features in action and learn how to maximize their impact.
Generative AI: shaping the future of business strategy
Explore the future of business with generative AI as we share actionable strategies and unique insights. Learn how to set clear objectives and foster a culture of experimentation to drive innovation organization-wide. Discover our collaboration with ServiceNow®, focusing on integrating AI tools and empowering teams. We’ll outline our own implementation in IT and a strategic roadmap for HRSD and discuss the transition to agentic AI. Join us to shape the future of your organization with confidence.
360 Exchange: GenAI and Now Assist: Unlocking AI Value Now
You may be closer than you think to leveraging generative AI with Now Assist in your enterprise environment. This exclusive session is designed for Marquee Customers to assess AI readiness and strategize for seamless adoption. Engage in a focused discussion with ServiceNow experts and industry peers to evaluate your next steps, identify key requirements, and gain insights from others on a similar journey. Secure your spot to connect, collaborate, and position your organization for AI-driven success.
Nonprofit innovation roundtable: Connect, share, and learn
Join an interactive roundtable designed for nonprofit leaders to connect, share challenges, and explore innovative solutions with their peers. Engage in insightful discussions with ServiceNow experts who support nonprofits in driving digital transformation, improving operational efficiency, and leveraging AI to enhance impact. Come ready to exchange ideas, gain valuable insights, and collaborate on the future of nonprofit technology!
Architecting success: Unlocking the secrets of ServiceNow excellence
Architecture excellence is crucial for ServiceNow implementations as it ensures scalability, reliability, & alignment with business goals, ultimately leading to more effective and efficient solutions. Join us for an engaging and interactive session where we dive into the core principles of ServiceNow's Architecture Excellence. This session is designed to empower experienced implementers, business process analysts, technical consultants, solution consultants, architects, & technical project managers—anyone who would like to expand their knowledge of the cornerstones of architecture excellence.
Lead Boldly Welcome Toast
Lead Boldly Program Welcome Toast - Raise your glass and proudly join ServiceNow and Deloitte in launching the Lead Boldly program. You’ll get a look at upcoming sessions and activities not to be missed.
Breaking up with legacy CRM: Unlock growth with a single AI platform
As companies everywhere work to meet rising customer expectations, legacy CRM systems just can’t keep up. Siloed data, inefficient workflows, and slow response times prevent teams from delivering effortless, proactive service customers demand. Hear from industry leaders who have transformed customer service by uniting front, middle, and back office teams on a single AI platform. Learn how this shift has improved collaboration, streamlined workflows, and enhanced customer experiences, enabling their organizations to better serve customers and drive growth.
From chaos to clarity: How OneAdvanced is driving business and service transformation
OneAdvanced is moving fast - not just transforming support operations, but rethinking how the business delivers value. In this session, VP of Success and Support Mike Osborn shared how OneAdvanced consolidated legacy systems, streamlined product strategy, and shifted to a more proactive, unified model for customer engagement. You’ll hear how they used ServiceNow’s Technology Provider Service Management (TPSM) to align support and success on a single AI platform - and why speed, simplicity, and knowledge were the critical ingredients for making transformation stick.
Telecom industry roadmap: Bring AI Agents to every step of the service experience
ServiceNow is investing in industry-specific innovation for Communication Service Providers to bring AI agents and automation to your entire service lifecycle. This roadmap session will highlight our vision for uniting network, sales, fulfillment, support and assurance on one AI platform. We’ll explore new features that make your front, middle, and back-office teams more efficient while unlocking growth. If you’re a CSP looking to modernize network management, automate service assurance, optimize lead-to-cash, reduce contact center volumes, or supercharge productivity, this session is for you!
How ProAssurance modernized insurance operations with ServiceNow
ProAssurance’s mission is to protect those in the medical profession—and to keep up with the evolving healthcare industry. To effectively do so, they needed to replace numerous legacy processes, empower employees, and transform core business functions on one AI platform. In this session, learn how ProAssurance introduced self-service to streamline submission intake of underwriting requests, equipped support agents with a single workspace to manage requests and claims, and optimized their claims processes with automated workflows.
Change of Mindset for SPM
Show the value of implementing SPM for a Media Organization. Show IT projects, commercial projects and process projects.
Inside a real-life Platform Analytics migration
Join us for a deep dive into how one organization successfully took on the challenge of migrating from classic reports, dashboards, and analytics to the new Platform Analytics Center. Expect to come away with a practical step-by-step breakdown of how a real-life migration can happen, known issues to watch for, and a deep dive into lessons learned to help you plan your migration to the Platform Analytics experience.
360 Exchange: How to successfully implement hardware and software asset management
Discover proven strategies for implementing and rolling out HAM and SAM. Learn from years of experience across many successful implementations and see real-world examples and practical demonstrations. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: Proven implementation and rollout strategies for ITOM Visibility
ITOM Visibility delivers comprehensive infrastructure and service visibility that fuels key IT processes. Get expert insights into deploying ITOM Visibility by joining us for one of these “getting started” discussions: 1) discovery, 2) service mapping, 3) certificate management, 4) tag governance, 5) discovering Kubernetes, or 6) which cloud discovery should I use? This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: Mastering ITSM, ITOM, SPM, and ITAM: Best Practices for Large Organizations
Ensuring seamless, scalable implementation of ITSM, ITOM, SPM, and ITAM is critical for optimizing operations in enterprise environments. This roundtable connects Marquee Customers with ServiceNow experts and industry leaders to explore best practices for deployment, adoption, and long-term success. Gain actionable insights on overcoming challenges, aligning with business objectives, and optimizing workflows at scale. Engage in high-impact discussions, share real-world experiences, and exchange strategies to accelerate business transformation and drive sustained operational excellence.
Scaling Support and Service: Applied Digital’s Journey with CSM and ITIL
As demand for high-performance compute infrastructure accelerates, Applied Digital’s IT team needed to scale internal and external service operations fast. In this session, hear from the Director of IT and their partner, CDW, on how the team deployed ServiceNow Customer Service Management and ITIL practices to enhance visibility, improve SLAs, and streamline support workflows. Learn how Applied Digital connected teams, simplified processes, and laid the foundation for scalable, efficient service delivery across a growing enterprise.
Unlocking the full potential of ServiceNow University: Tips and tricks
This session is designed for those who want to take their ServiceNow expertise to the next level. Learn advanced tips and tricks that can help you unlock the full potential of ServiceNow University. Attendees will discover how to leverage ServiceNow's learning capabilities to achieve their business goals and stay ahead of the competition.
ServiceNow University: Shaping the future with the playground for learning
As 85%+ of us need new skills, being out of our comfort zones will become the norm. How do we create a safe space for learning that everyone engages in? Welcome to the learning playground of the future, where education is reimagined for exploration, creativity, and adaptability. By embracing emerging technologies, gamification, and learner-centered approaches, we unlock new possibilities for engagement and skill development. Join us to discover how playful learning is transforming education and empowering learners for the future.
ITOM roadmap: Transition from reactive firefighting to self-healing with AIOps
CIOs are requiring higher service availability, improved staff efficiency, and optimized investments with a faster return. ServiceNow IT Operations Management (ITOM) helps IT Ops teams break down challenges to achieve incredible results with fast time to value. We will cover recent releases and a sneak peek of planned innovations leveraging agentic AI. ITOM experts will cover topics including AI Agents, AIOps, Service Reliability Management, ML-based service mapping, automated cloud and hybrid discovery, AIOps Learning Enhanced Automation Playbooks (LEAP), and more.
AI-Powered asset discovery: Are you sure you know what is on your network?
You've mastered managing and securing the assets you can see - but what about the assets you can't? Join this session to hear how Resideo is leveraging a combination of Credential-less Discovery and GenAI to overcome this challenge. We'll showcase how this unique approach uncovered previously unknown assets, leading to significant cost savings and improved security. You'll walk away with insight on how you can transform your IT asset management to gain unprecedented visibility, improve operational efficiency, and gain a competitive advantage.
AI-Driven Enterprise Architecture: What’s Next?
The role of Enterprise Architecture is evolving rapidly with the integration of AI and advanced analytics. Enterprise Architects are no longer just strategic planners but are becoming AI-powered decision-makers who can predict, optimize, and deliver faster results. This session will explore how AI is transforming architectural decision-making, capability assessments, and technology road mapping, enabling organizations to stay competitive and innovate at scale.
How Microsoft is taking control of platform health with ServiceNow Impact
Learn how Microsoft is proactively managing its ServiceNow platform health. Join this session to hear how they leveraged customer success offerings, including ServiceNow Impact, to increase governance, initiate change management practices, and implement technical improvements—to ultimately reduce storage size by more than 70%, super-charging the efficiency of their platform.
Field Service Management Roadmap: Redefine customer and technician experiences
Explore the latest in Field Service Management (FSM) and how we are revolutionizing service delivery. FSM product leaders will share recent innovations and the FY25 roadmap, highlighting AI's role in enhancing both customer and employee experiences. Learn how the ServiceNow platform helps ensure the right technician is at the right place at the right time, boosting productivity and customer satisfaction. Join us to see how intelligent scheduling, enhanced workspace configurability, and AI agents can transform your field service operations.
How LTIMindtree accelerates digital transformation with ServiceNow Impact and AI
Discover how LTIMindtree's transformative two-year digital journey is reshaping the experiences of 90,000 employees. Using Now Assist and Virtual Agent, the company is delivering personalized support to employees. Guided by ServiceNow Impact, it has also maximized platform utilization, enhanced health, optimized ServiceNow solutions, and fostered continuous learning to unlock business value.
360 Exchange: ITSM core implementation: Customer insights into success, challenges, and value
What makes an ITSM core implementation truly successful? Learn from real customer implementation experiences, including with UI16 and Service Operations Workspace. Hear about key challenges, what went well, and where additional support was needed. Find out how customers measured value, optimized their rollout, and aligned their implementation with business objectives. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: Platform Owner Roundtable: Aligning stakeholders and implementation partners
Creating a successful ServiceNow roadmap takes more than technical planning—it’s about engaging stakeholders, managing expectations, and ensuring organizational buy-in. Join our experts to learn how to align business and IT teams around common objectives and actionable roadmaps. Get valuable insights into governance, communications, and resource allocation strategies This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: Platform Owner Round Table: Customizing ServiceNow avoiding technical debt
ServiceNow gives you the power to customize out-of-the-box applications and create your own custom applications. But when should you customize, and when should you configure? Join our experts for a discussion on customization best practices, including when to customize, how to avoid upgrade issues, and how to address existing technical debt. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: Tap into the Power of Your ServiceNow Impact Solution
If you’re an Impact customer, learn how to use Impact to maximize the benefits of your ServiceNow platform, drive organizational efficiency, accelerate innovation, and set yourself up for ongoing success. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: The inside scoop on how to successfully deploy SPM
Get ready to elevate your organization’s performance with ServiceNow Strategic Portfolio Management (SPM). Join us for an enlightening discussion as experts share tips and tricks for a seamless deployment. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
Security Operations roadmap: Protect the enterprise
Join us as we explore how CISOs can align business and technology priorities while safeguarding their organization with ServiceNow Security Operations and AI Agents for Security Incident Response. Equip yourself with the tools and strategies to navigate the ever- expanding attack surface. During this session we will cover the upcoming enhancements to Now Assist for Security Incident Response, Vulnerability Response, Security Posture Control, Threat Intelligence Security Center, and more.
Beyond the pitch: Arsenal FC’s journey with ServiceNow
Discover how Arsenal FC transformed their IT service operations with ServiceNow, moving from reactive to proactive support. Learn how they ensure seamless matchday experiences for millions of fans, optimize high-tech player gear, and enhance operations during training. Hear Arsenal’s innovative story of leveraging ServiceNow to deliver agility, precision, and a winning IT strategy that supports their iconic status on and off the pitch.
Enterprise architecture beyond IT: Transforming operations in regulated industries with ServiceNow
Regulated industries like **Healthcare, Energy, Utilities, Transportation, and Financial Services** face complex challenges that extend far beyond traditional IT concerns. From stringent compliance requirements and cybersecurity risks to supply chain disruptions, asset management, and operational resilience, these industries require a strategic, data-driven approach to Enterprise Architecture. This session will explore how ServiceNow’s platform can support non-IT business functions, enabling organizations to streamline operations, manage regulatory compliance, enhance cybersecurity, and drive efficiency across departments like Risk Management, HR, Facilities, and Field Operations. Attendees will learn best practices for breaking down silos, optimizing cross-functional workflows, and integrating AI to support real-time decision-making and innovation across the enterprise.
