Sessions
4863 sessions, 88 canceled
Why Globo considers ServiceNow Impact a partner in its success
Hear how Globo, a Brazilian pioneer in ServiceNow platform adoption, used ServiceNow Impact to achieve significant value in just 8 months—including a 36% MTTR reduction and a 57% reduction in storage consumption. The company also completed more than 950 hours of training and addressed over 1,000 health scan findings, increasing key performance metrics.
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.
Security incident response with AWS Security Hub
Learn how to centralize and automate threat detection, prioritization, and response using the seamless integration of these two powerful platforms. By leveraging AWS Security Hub, organizations can consolidate security alerts across AWS services and third-party tools while automating workflows in ServiceNow to ensure swift and efficient incident resolution. Join us to explore key features, customer success stories, and practical demonstrations that showcase how this integration can help streamline compliance, minimize risk, and protect critical assets in today’s evolving threat landscape.
360 Exchange: Fast-track your Employee Center deployment
Ready to engage and delight your employees with outstanding self-service? Join ServiceNow experts and your peers as we discuss how to successfully roll out Employee Center at scale. Discover leading practices, share challenges, and exchange success stories, lighting your path to implementation 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: How to grow ITSM's Digital Portfolio Management's value as your CMDB matures
ServiceNow Digital Portfolio Management (DPM) lets you manage your business services, application services, and applications throughout the entire plan, build, and run lifecycle. Designed for service management process owners, this immersive session gives you guidance on how to successfully align your DPM implementation with your current CMDB maturity to maximize value, This 360 Exchange offers an unparalleled opportunity to connect ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
Streamline Lead-to-Cash Processes with ServiceNow
While revenue growth and sales productivity is top of mind, most companies still struggle with a siloed, slow and inefficient lead-to-cash process. Manual work is required to close deals and fulfill orders, leading to slower experiences and a lack of visibility for customers. In this session, you’ll hear how ServiceNow can help connect and automate the sales process, leading to faster quote and contract generation. Hear about how ServiceNow customers are using Sales and Order Management to increase revenue, reduce costs, and improve customer satisfaction.
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.
Enhancing U.S. Senate efficiency: Deloitte & ServiceNow's modern solution
Join this session to learn how, with the help of Deloitte, the U.S. Senate is achieving smooth integration with existing systems and enhanced transparency by replacing the TranSAAct system with the modern ServiceNow Platform. You'll discover how this initiative supports the Sergeant at Arms in assisting Senate Offices and Committees and is improving service request management, user experience, and fulfiller efficiency. Hear directly from Deloitte leaders about how transformation is essential to meet evolving legislative demands!
Mastering UGC: Best practices for ServiceNow community content creators
Unlock the secrets to creating impactful user generated content in this breakout session designed for ServiceNow community members. Learn best practices for crafting engaging YouTube videos, compelling blog posts, and more. Whether you're sharing technical insights or platform innovations, this session will equip you with strategies to expand your reach, grow your audience, and deliver high-quality content that resonates. Join us to elevate your content creation game!
Retail Product Roadmap & Customer Connect with Sunoco
The retail and hospitality industry continue to face razor-thin margins, shifting consumer trends, and rising operational costs. With Retail Service Management (RSM) and Retail Operations (RO), organizations can unify HQ and store teams on a single platform—automating tasks, streamlining support, and enhancing visibility across company-owned and franchised locations. Join this roadmap session to explore AI-driven innovations that boost productivity and hear how Sunoco is leveraging Retail Operations to optimize field service, empower store teams, and elevate the customer experience.
RPA-powered data science: Effortless data cleaning and beyond
Join us to hear how we can revolutionize your data science process with RPA (Robotic Process Automation). In this session, we will show how RPA can automate data cleaning tasks, such as detecting and handling null values, rejecting sheets with over 50% missing data, performing deduplication, and executing aggregation. These automated workflows will free up your time to focus on deeper insights and analysis, allowing data scientists to work smarter, not harder. Whether you're new to RPA or looking to enhance your data processing, this session will provide valuable, actionable techniques.
Tech industry roadmap: Connect sales, service and success with AI Agents
At ServiceNow, we're investing in industry-specific innovation for Tech Providers to bring AI agents and automation to your product, service delivery, and success organizations. This roadmap session will highlight our vision for uniting sales, service, and success on one AI platform. We’ll explore new features that make your front, middle, and back office teams more efficient while unlocking growth for your as-a-service business. If you’re a Tech Provider looking to optimize lead-to-cash, reduce contact center volumes, supercharge productivity, and drive customer value, this session is for you!
Elevating GRC and Reporting: Insights from Freddie Mac
Join us as we explore Freddie Mac's multi-year risk program transformation focused on enhancing Board-level reporting and integration. We will share insights on the approach, including program management, risk profile design, and the selection of the ServiceNow platform. Learn how we established governance frameworks, standardized communication, and navigated supplier selection challenges. Discover key lessons on aligning technical specifications with business needs and the importance of adaptability. This session is essential for executives aiming to elevate their risk management strategies.
An outrageously large use case of Instance Data Replication (IDR)
How does T-Mobile keep hundreds of tables and half a billion records in sync among multiple ServiceNow instances in near-real time? Instance Data Replication (IDR)! We'll dive into everything IDR: configuration, capabilities, limitations, monitoring, troubleshooting and gotchas. We'll talk about our experience with the tool, while ServiceNow will present its vision for the product and coming enhancements.
Click the habit – minimize clicks and scrolls to create more efficient workflows
An extra click here, an extra scroll there...what’s the big deal? For users like Service Desk agents who perform the same tasks all day long, the productivity impact can be HUGE! In this workshop you’ll learn a simplified approach to “Task Analysis” that will enable you to estimate how long a user will take to perform a task in your workflow. You will get hands-on experience analyzing UI designs, and you’ll walk away with a tool set and the confidence to make your next design more efficient. "
Elevate your CX maturity: A leader's path to service excellence
Are you a business leader who is accountable for retaining customers by delivering a best-in-class customer experience? How are you keeping up with changing customer expectations and empowering your agents? Are you incorporating AI Agents into your strategy to exceed those expectations? Join us for an interactive and results-driven workshop where our industry-aligned CX experts will guide you through a dynamic, self-assessment process. You’ll evaluate your organization across carefully selected CX focus areas and walk away with personalized, actionable strategies to elevate your customer experience operations. This workshop is designed for business leaders responsible for external-facing customer experience or customer support operations.
From friction to flow: Revolutionizing retail operations in the age of unified commerce
Drawing from experiences with major retail brands, we'll demonstrate how ServiceNow's platform is helping retailers achieve measurable improvements in operational efficiency while delivering seamless experiences for today's customers' demand. This session is ideal for retail operations leaders, IT executives, and digital transformation specialists looking to accelerate their operational transformation journey.
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.
Spotlight: CRM for Manufacturing
ServiceNow has become a leading partner when it comes to powering CRM for Manufacturers. In this session, discover how ServiceNow's AI-powered tools drive customer support and revenue growth, while hearing directly from an industry-leading manufacturer about how they leverage the ServiceNow platform to help improve the customer experience. Don’t miss this opportunity to see how ServiceNow is accelerating growth across the industry.
Future foresight: Forecasting business scenarios without a crystal ball
In an era of AI-driven disruption and rapid change, business leaders must anticipate the future without relying on guesswork. This session explores the fundamentals of future foresight—leveraging data, AI insights, and scenario planning to navigate uncertainty. Learn how to identify emerging trends, make agile decisions, and stay ahead of the competition. Discover practical strategies to future-proof your business and turn uncertainty into opportunity.
Release Upgrading 101: Avoiding Last-Minute Panic
It’s upgrade time again — and for many organizations, that means a last-minute scramble. But it doesn’t have to be. Join this interactive roundtable with the ServiceNow Community to discuss how to streamline your upgrade process. Learn how to establish a reusable framework that reduces effort, minimizes disruptions, and makes upgrades smoother every time.
Celebrating Impact: ServiceNow.org partnership for Good grant
Join us as we announce the 2025 ServiceNow.org Partnership for Good grant winners, made possible in collaboration with Accenture, Advanced Solutions, GlideFast Consulting, and Plat4mation. Hear inspiring stories of nonprofit innovation, including a special highlight from Make-A-Wish Canada’s CEO, sharing their journey as a past winner and the transformative impact of ServiceNow technology. Don’t miss this opportunity to celebrate change-makers and learn how technology is driving mission success!
Your guided path to ServiceNow instance security starts here
**Security doesn’t have to be overwhelming**. The ServiceNow Security Center is your starting point for simplifying and strengthening instance security. In this session, we’ll show you how to get up and running with the right tools, best practices, and advanced options tailored for high-security needs—so you’re never navigating security alone.
Pre-keynote networking with Emmy Award-winning sports journalist, Jim Gray
In a career spanning four decades, Jim Gray has interviewed some of the world’s greatest athletes and world figures including Michael Jordan, Muhammad Ali, Nelson Mandela, and Neil Armstrong. In this special -pre-keynote session, Jim Gray brings unparalleled insight into leadership under pressure, navigating high-stakes moments, and building trust with icons. But this isn’t just a fireside chat. This is your chance to step into the interviewer’s chair and ask your own questions to one of sports media's most influential voices.
Meet the Execs: AI, Data & Analytics Happy Hour
Unwind and connect at the “Meet the Exec: Data & Analytics Happy Hour” on Tuesday, May 6th, from 5–6 PM in the Data + Analytics Expo Zone. This networking event offers a unique opportunity to engage directly with ServiceNow’s top data and analytics leaders—Gaurav Rewari, SVP & GM, Vijay Kotu, Chief Analytics Officer, and Thack Brown, SVP, Global Solutions & Digital GTM. Join the conversation on emerging trends, challenges, and the future of data-driven decision-making. Whether you’re seeking fresh insights, inspiration, or just a great conversation, this is the place to be.
Live Coding Happy Hour - More Live than Usual!
Grab a drink and unwind with us as we build together. Real-life development isn't so clean as our well-polished demos make them out to be. There's a ton to learn from watching experts struggle despite years of knowledge. Hosted by your ServiceNow Developer Advocates, this YouTube show is coming to life, live on stage!
Ask the [Developer] Advocates!
Join us for a fun and interactive panel discussion with our famous ServiceNow Developer Advocates, as they discuss all things ServiceNow Dev. Plus, stick around for a photo opportunity at the end!
The CreatorCon Hackathon - Complete Your Registration
Ready to build something amazing? This session is your gateway to the CreatorCon Hackathon! Join us to complete your registration, get important event details, and ensure you're set up for success. Whether you're a seasoned builder or a first-time hacker, this is your first step toward innovation. Don’t forget to register for all CreatorCon Hackathon sessions!
SecOps capabilities: Strategies for how and what to integrate
SecOps is running smoothly, but now stakeholders want to integrate YetAnotherThreatTool or DarkWebInvestigator. You find either five apps or none in the ServiceNow store. What should a SecOps admin/Platform Owner do? This session covers: The ServiceNow SecOps integration capability model, Strategies for choosing existing integrations, Approaches for building new integrations for unsupported systems, When to use Event Management vs. other integration methods.
Meet our MVPs
Come to the Expo to take selfies with a few of our Most Valued Professionals and learn more about what they do and how attending events like Knowledge can help you.
AI is rewriting the rules of transformation. Are you ready?
Supercharge your 2025 with ServiceNow® and AI. Join Fujitsu’s Asif Poonja, CEO Americas, and Laura Bonamici, SVP & Head of Global Marketing, as they share how Fujitsu is using AI with ServiceNow to drive speed, consistency, and impact—from IT to HR. Hear how we and our customers are delivering meaningful change to gain a competitive edge. Because true transformation takes more than tools. It takes bold leadership, curiosity, and a strategy built for exponential change.
So you've got a great proof of concept. Now comes the hard part
You’ve built a PoC for your new app and saved the company money. Now, you need to convince stakeholders to develop it. While a tech demo is ideal, reality is different. This session covers pitfalls to avoid and techniques to master. Learn how to keep your audience engaged, pivot when necessary, poke holes in your own demo, and recover gracefully when things go wrong. Ideal for solution consultants, architects, admins, and citizen developers who want to pitch ideas and get them into production.
How SAP uses Now Assist to boost IT and customer service
Discover how SAP is leveraging Now Assist to enhance customer and IT support through better end-user interactions and improved agent efficiency. In this session, we’ll showcase how SAP uses Now Assist to optimize search results, chat functionality, incident summarization, automatic KBA creation, and more.
Revolutionize Field Service Resource Management with Schedule Optimization
Balancing resource allocation with responding to fire drills makes technician scheduling difficult. Learn how to use AI to assign the right technician with the right skills and parts for the right job every time. Discover how to automatically create reusable schedules that prioritize high-value work, handle routine requests, and maximize the number of jobs into technician working hours, increasing your revenue. Explore how dynamic scheduling transforms your field service operations for greater dispatcher efficiency, technician effectiveness, and customer satisfaction.
Sales and Order Management Product Roadmap
Attend this session to learn about the latest innovation powering Sales and Order Management on the ServiceNow platform. You'll hear from our product leaders as they walk through our newest capabilities that are designed to help you optimize the lead-to-cash cycle, drive growth, and reduce cost and complexity.
Meet our MVPs
Come to the Expo to take selfies with a few of our Most Valued Professionals and learn more about what they do and how attending events like Knowledge can help you.
Meet the Speaker: Ash Usman
Come meet Ash Usman, Sr Director, Account Escalation Engineering at ServiceNow and learn more about Now on Now.
Architecture design approaches for enterprise implementations
Join us for a focused discussion on how Certified Technical Architects (CTAs) approach large ServiceNow implementations. Explore strategies for designing scalable ServiceNow solutions, managing technical debt, and ensuring seamless governance across multiple workstreams. We’ll cover best practices for cross-team alignment and risk management to drive successful, large-scale deployments.
Infosys Enhances E. ON’s Service Delivery with Unified Portal Integration
E.ON’s fragmented service delivery portals hindered visibility and user experience. Infosys created a one-stop shop by merging these portals, improving user experience, enhancing content management, enabling dynamic AI-driven topic pages, and streamlining IT service requests through a simplified catalog approach that encouraged citizen development.
Manage and govern your AI, data and workflows with an enterprise control tower
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ServiceNow University reception
ServiceNow University welcomes all pre-conference training attendees to our reception at the Wynn! Please join us for an evening of light bites, libations, and fun, while networking with your peers and ServiceNow experts. In addition, we invite you to participate in a giving opportunity benefitting students in need at University of Nevada, Las Vegas. We are excited to meet and network with you!
From auto assembly line to architecting applications
My career pivot at 33 years old was strategic and terrifying; the ServiceNow Platform was the catalyst that opened new doors into IT. The opportunity to transform the enterprise enables the ability to change both your occupation and life. I did it, hear how you can too.
Unlock the power of Digital End-User Experience (DEX) – a Now on Now story
ServiceNow's Digital Transformation (internal IT) team is driving a more resilient digital experience for better employee engagement, productivity, and retention. Learn how you can do the same with our Digital End-User Experience (DEX) product for IT Service Management. ServiceNow’s Digital Transformation team will share their strategy, implementation tips, business outcomes, and gotchas in this Now on Now session.
Verizon's ServiceNow CMDB and product modeling solution - Designed and developed by HCL
HCL developed Verizon's Service Management with ServiceNow CMDB and Product Modeling Solution. Verizon, a leading US telecom provider, faced challenges in managing its vast infrastructure, including 200+ million sold products and network element. HCL proposed a robust CMDB and CSDM framework, covering wireline products like Dial Toll Free, VoIP, UCASS, Circuits, Toll Free No. HCL transformed Verizon's dataset into a robust CMDB by integrating the Unified Service Profile (USP) via JDBC Integration also suggested increasing the number of ServiceNow nodes to 29+ for seamless data load activities.
Put AI Agents to work for employees
Today’s CHROs see the promise of AI to reduce complexity, lower costs, and deliver next-gen employee experiences. For years, HR leaders have strived to drive organizational transformation and partner with the C-suite for business growth, yet they still face hurdles like disconnected systems, manual processes, and limited insights. Enter ServiceNow’s AI-powered platform for business transformation. Discover how our latest innovations and AI agents can boost self-service, unify hire-to-retire processes, streamline talent planning, and empower your people to do more—no matter where they work.
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.
Streamlining Clinical Device Reporting for Better Hospital Outcomes
With the aid of EY teams and ServiceNow, the Ottawa Hospitals (TOH) transformed their clinical device management into a single source. This transformation allowed TOH to create reports that provide a current state of their clinical devices, producing greater visibility into scoring ratings and reducing the challenges of planning for the replacement of costly equipment. Using the user portal, hospital members on the floor can easily report issues with clinical devices, and automated workflows ensure prompt resolutions and minimize downtime.
Building a Foundation for AI Adoption at Chemist Warehouse
Join Chemist Warehouse's journey from manual processes to AI-readiness across 600+ stores. Learn how they used ServiceNow to standardize 33 incident forms into 1, cut onboarding from 4 weeks to 2 minutes, and accelerate financial reporting from 10 weeks to 36 hours - all in just 7 months. By combining OOB functionality, custom apps for purchase requisitions and insurance claims, and specialized integrations, they have achieved a 25% surge in self-service adoption to date. Along with a preview of their upcoming AI chatbot initiatives, this session will help lead your own platform modernization.
Implementing TPRM to support DORA compliance leveraging the ServiceNow DORA accelerator
Join us for an insightful session where EY and a global investment bank showcase their implementation of the ServiceNow TPRM module to support DORA compliance. Discover how EY leveraged the brand-new ServiceNow DORA accelerator Out of the Box to drive efficiency and automation across the process. Learn how this innovative approach can streamline your compliance efforts and enhance your risk management strategy. Don't miss this opportunity to see how EY's expertise can transform your operations.
Manage complex ServiceNow environments using DevOps and SRE principles
Discover how British Telecom (BT), the UK’s largest telecom provider, partnered with Cognizant to manage one of the world’s most intricate multi-instance, domain-separated ServiceNow environments. By applying DevOps and site reliability engineering (SRE) principles, they streamlined operations, enhanced security, and optimized performance to support millions of transactions and API calls. Gain actionable insights into monitoring, performance tuning, and proactive management strategies that ensure scalability and reliability for mission-critical environments.
