Sessions
4863 sessions, 88 canceled
Knowledge Unscripted Keynote
What if the secret to leading through complexity starts with a single, unscripted "yes, and"? Join Conan O'Brien and Jessica Williams as they explore the role of improvisation and comedy in leadership. Together, they'll discuss how humor and embracing spontaneity builds trust, lends to innovative thinking, and sharpens adaptability. They'll also reflect on why storytelling remains a leader's most underrated tool. And in a world of constant change, levity is your most strategic asset to build human connection.
CMDB Data Manager: Governing CMDBs has never been easier
Without governance, CMDBs can accumulate large amounts of stale CIs that can impact overall performance. The CMDB Data Manager enables you to create, publish, and manage policies to automate and govern CI life cycle operations, ensuring a trusted CMDB in a healthy and efficient operational state.
From App Engine to AI Agents: Crafting smarter, autonomous workflows
You’ve honed app development for decades— what’s next? Traditional apps are stiff, manual, and impede rapid, scalable decision-making. It’s time to evolve. In this session, we’ll explore how to transform your app ecosystem into a dynamic, AI-driven powerhouse. We’ll break it down into three actionable phases: AI-infused apps that automate tasks, adaptive AI agent-enabled apps that streamline decisions, and fully autonomous AI agents that redefine workflows. Join us to see how you can build the future of enterprise efficiency, agility, and innovation—without starting from scratch.
Transform your HR game: Go from ‘Ugh’ to Ahhh’ using Now Assist!
Discover how to harness Now Assist to revolutionize HR Service Delivery in this dynamic, hands-on session! Dive into cutting-edge new features that streamline processes, elevate employee satisfaction, and drive measurable results. From harnessing cutting-edge solutions to fine-tuning HR workflows, you’ll gain skills that make HR simpler, smarter, and more effective—both for your HR team and your organization.
Activating the future for Lincoln Financial and achieving IRM with ServiceNow
Lincoln Financial's risk management processes were disjointed across its teams, preventing a comprehensive view of the three lines of defense. Join us and learn about the approach taken to standardize how the company's risks are viewed, managed, and reported on leveraging the out-of-box functionality and scalable data model of ServiceNow's IRM.
Amazon's journey in complex global compliance management
As one of the highest ranked companies around the globe, Amazon has to manage the increasingly complex and changing compliance landscape. Come and join us in our journey, as we will share our challenges and solutions in collaboration with global compliance teams, consolidation of a common control framework, working with external third party assessors, and more!
Transforming government services with unified enterprise service management in Abu Dhabi
Discover how the Abu Dhabi Government transformed enterprise service delivery across 60 entities with the help of KPMG in the United Arab Emirates through a unified Enterprise Service Management platform powered by ServiceNow. This initiative consolidated IT, HR, Legal, Procurement, Finance, Facility Management, and Government-to-Government services, optimized workflows, and introduced advanced self-service capabilities. Learn about the transformation results, the on-premise implementation, and innovative data segregation strategies driven by the CSDM model, paving the way for enhanced efficiency and automation.
Transforming third-party risk management in life sciences
A leading Life Sciences company transformed its third-party risk management with ServiceNow and the help of KPMG. Automation streamlined risk assessments, reduced manual errors, and enhanced real-time monitoring of third-party engagements. A new vendor portal facilitated seamless communication with vendors, improving risk identification and mitigation. Advanced analytics provided deeper insights into potential vulnerabilities, ensuring proactive risk management. By modernizing TPRM, the company strengthened regulatory compliance and established a resilient, scalable risk management framework.
Modernizing OT risk for global ports
Operational technology (OT) assets are vital to operate a global ports business, necessitating stringent internal policies to manage associated risks. A global port organization worked with KPMG professionals to harness the power of ServiceNow CMDB and GRC to meticulously catalog and interconnect every piece of equipment, subsystem, and process on the platform, resulting in unprecedented visibility and agility. The dynamic combination of CMDB and GRC can help enable organizations to transform from outdated and reactionary to future-ready OT governance practices.
Process Automation Acceleration with Playbook Variants and SMART Task Plans
Who doesn't love a success story? Join us for a conversation with Goldman Sachs, where we will learn how the team has transformed client onboarding through the use of dynamic case task templates for Playbooks. In addition, we'll take a look at how ServiceNow is innovating with Customer Service SMART Task Plans and Playbook Variants to power dynamic work and process outcomes.
Tech Meets Resilience – How to Obtain the Right Data Dealing with Outages
During this session, we will explore a real-life scenario involving a resilience crisis within an organization. Participants will learn how to efficiently access relevant information sources and contacts to make informed decisions, resolve the issue, communicate effectively with the board, and provide timely reports to regulators. By the end of this session, you will understand how to become a knowledgeable and adaptable resilience leader, earning high regard from the board.
Inside the black box: Generative AI technical deep dive
Curious about how ServiceNow’s Generative AI features work behind the scenes? Join us for a concise, yet insightful, exploration of the neural networks and transformer models that power code generation, ticket summaries, and other AI-driven capabilities in the platform. We'll break down the technical concepts, showing how these foundational technologies optimize workflows in ServiceNow. Plus, we’ll explore how understanding the tech behind GenAI could shape its future role on the ServiceNow platform.
How CSDM established the foundation for business critical products at PayPal
PayPal relies on ServiceNow for various business critical functions. To ensure consistent, scalable data alignment, PayPal enterprise architecture team adopted ServiceNow’s Common Service Data Model (CSDM). This approach not only meets immediate business requirements but also provides a robust foundation to expand into other functions. In this session, PayPal will share their CSDM journey, including key decisions, lessons learned, and future plans—showcasing how a solid data model is crucial to support an evolving product landscape, current business needs, and long-term growth.
Accelerating asset management with ServiceNow: Alvarez & Marsal delivers success
Explore how Alvarez & Marsal—trusted for value creation and solving complex client issues—partnered with NewRocket and leveraged the power of the ServiceNow platform to navigate the complexities of hardware & software asset management. Understand their innovative, deliberate approach to integrate internal systems, create dynamic dashboards, automate provisioning, enhance operational analytics, and generate time & cost savings. Learn how A&M turned challenge into success.
Making AI governance real: Strategies for scale and automation
AI is fundamentally transforming business – AI governance needs automation to scale at the pace of change without adding friction. Gain practical tips for creating an AI inventory, system cards, and risk & compliance assessment workflows and integrate them within existing cybersecurity, risk, and compliance programs on ServiceNow IRM. Learn essential aspects of enabling AI discovery, observability, inventory management, and automation of governance procedures through metadata extraction from AI systems, targeting risk management across the AI lifecycle.
Migrating to ServiceNow for integrated IRM with Abbott Laboratories and KPMG
Discover how Abbott Laboratories migrated from a legacy GRC system to ServiceNow, enabling Integrated Risk Management (IRM), Business Continuity Management (BCM), and Third-Party Risk Management (TPRM). Learn about the strategy to enhance data integration, automate processes, and ensure compliance with CFR Part 11 and Computer System Validation. We'll also discuss our strategic cutover plan and how we helped Abbott empower end users throughout the transition. Join us for insights on this GRC transformation with ServiceNow.
Elevating the telecom excellence with next generation solutions, OneNZ Journey
In today’s fast-paced digital world, OneNZ is focusing on driving growth, enhancing customer experiences, improving efficiency, and simplifying architecture. This session will cover how OneNZ optimizes the entire telecom service lifecycle from service design to provisioning, ongoing management and issue resolution leveraging the ServiceNow Platform. Additionally, learn how the Now Platform boosts visibility, accelerates customer onboarding, and streamlines workflows. We will also explore how AI & GenAI capabilities can be leveraged on revolutionizing telecom operations to unlock new business value.
Proactively mitigate cyber risk: SecOps and Risk Management for the CISO
Join this hands-on lab designed for Security and Risk leaders to explore the intersection of security operations and risk management. In this session, you'll gain real-time visibility into your organization's IT and cyber risk posture, with practical tools for assessing vulnerabilities, prioritizing threats, and aligning security operations with risk management goals. Learn how to proactively manage risks, ensure compliance, and strengthen your overall security posture through integrated, data-driven insights tailored for executive decision-making.
Game-changing innovation: Dell and ServiceNow revolutionize Edge & AI operations
Discover how Dell NativeEdge and ServiceNow is setting new standards for enterprises around the world to integrate their edge, AI, cloud and data center operations. Dive into how Dell and ServiceNow, retail operations and smart operations are delivering an integrated experience and smart operation solutions for retailers, manufacturers and other industries that elevate customer experiences, streamline workflows, enhance operations, production efficiency and drive scalable growth. Walk away with actionable insights to drive innovation, efficiency and growth in your organization.
Hitachi Energy's SPM journey: Standardizing strategic portfolio management
Are you starting your SPM journey? Learn how Hitachi Energy transformed portfolio management, gaining business stakeholder buy-in and expanding Strategic Portfolio Management beyond traditional IT boundaries. Discover NewRocket's four-phase approach that standardized IT demand management, project delivery, and resource allocation. Gain insights into Hitachi Energy's plans for business-wide SPM adoption and takeaway actionable steps for your own journey. Join us to unlock the potential of strategic portfolio management in driving organizational success.
How CDW reimagined eBonding integrations for exceptional customer experiences
Discover how CDW evolved its approach to managing eBonding integrations and overcame various challenges to unlock new potential. Navigating a lack of visibility and control with an external integration-as-a-service provider and complex in-house solutions burdened by high technical debt, CDW turned to ShareLogic. Learn how ShareLogic provided the right solution, delivering unmatched visibility and operational insights. This transformation has empowered CDW to proactively manage integrations as a business driver, reduce costs, and continue to deliver exceptional experiences for their customers.
How I learned to stop worrying and love the MID Server
You can’t afford to miss this session! Join us for an exploration into the world of MID Servers. Want to master the art of naming conventions? Curious about MID Server resilience? Wondering how to handle MID Server migrations? We'll show you how to avoid missteps so your MID Servers don’t become a ticking time bomb.
Future-Proofing Financial Services: LSEG’s Journey to modern software delivery on ServiceNow
Join us to discover how the London Stock Exchange Group is transforming software delivery with test automation and GenAI innovations. By shifting from manual testing to CI/CD, they’ve achieved extraordinary outcomes, from 99% reduction in regression testing time and a 76% increase in test coverage. With quality assurance a top priority, unlocking negative testing has revolutionized their approach, derisking deployments and boosting system robustness. Learn how LSEG is future-proofing their upgrades and feature releases—and how you can replicate their success.
Identify High Risk Assets with Security Posture Control
Organizations today face significant challenges managing their attack surface due to fragmented security data, overwhelming volumes of findings, and extensive remediation processes. ServiceNow’s Security Posture Control (SPC) and Asset Security Posture Management (ASPM) provide an integrated solution that centralizes security data from diverse sources—including CMDB/ServiceGraph connectors and Vulnerability Response—to enable automated, risk-based remediation. By correlating asset information with vulnerability data, SPC identifies exposure scenarios and prioritizes them for urgent action.
Improve your Service Portal with human-centered design to reduce costs and increase satisfaction
Learn how some simple and innovative user experience enhancements to your Service Portal can reduce the numbers of service tickets and ticket deflections, and speed up resolution. These human centered design updates significantly improved overall user and fulfiller experiences for one US government agency; resulting in over $25 million dollars in savings through reduced incident fulfillment time; and increased customer satisfaction scores by 31%.
Leverage the power of GenAI and AI agents to unlock insights from your documents
Do you have business workflows that heavily rely on information locked inside documents? Are you struggling with achieving workflow automation because someone needs to manually extract insights from these documents before passing them on in the workflow? Join us to hear how Now Assist in Document Intelligence can help you efficiently find insights from your business documents and drive workflow automation. In this session, you will learn how to use multimodal AI to extract data from documents, summarize content and drive structured document Q&A for workflows and AI agents.
Managing AI Risks: ServiceNow AI Control Tower unraveled
AI can supercharge your enterprise or spark chaos if left unchecked. Join this hands-on lab to manage AI adoption risks using ServiceNow’s AI Control Tower. Dive in to register AI systems, assess, mitigate, and monitor risks, ensuring compliance, fairness, and transparency across the AI lifecycle from intake to deployment. Master practical strategies to balance innovation with ethics, equipping you with a framework to deploy AI safely, aligned with business goals and minimal risk. Don’t just navigate AI, govern it with confidence!
1st Priority: Is your ServiceNow instance truly secure? Find out now!
Many organizations lack visibility into misconfigurations, security gaps, and compliance risks - often realizing too late that vulnerabilities exist. We'll show you how to assess your instance’s security and improve your overall configuration with guided insights. Whether you're a security lead, platform owner or an admin, this session offers actionable takeaways to protect your platform. No Buzzwords, just real-world strategies to strengthen your defenses. Walk away with a roadmap to turn security insights into action - because "secure" starts with knowing exactly where you stand.
Need an Assist? Build your own custom LLM skill with Now Assist
Join us for an engaging hands-on lab where you’ll dive into the world of AI with ServiceNow’s latest innovation, the Now Assist Skill Kit. In this session, learn how to create your own custom LLM skill tailored to your organization’s needs. Through guided exercises, explore the step-by-step process of skill creation, from defining objectives to deploying your custom skills. Whether you’re new to AI or looking to enhance your existing skills, this lab will equip you with the tools and knowledge to empower your workflows with intelligent automation.
Now on Now: AI Control Tower for Enterprise AI Assets
AI asset lifecycle management is critical for ensuring AI systems remain compliant, accurate, and relevant, maximizing their effectiveness and value. This session explores how we designed and implemented an AI Dashboard—our internal AI asset lifecycle management application—leveraging ServiceNow's Strategic Portfolio Management (SPM), Application/Incident Management, Request Management, and AI Governance application to streamline our AI development, deployment, monitoring, and decommissioning processes.
Now on Now: AI-powered end-to-end customer experiences
One million customers rely on our digital properties every month, so delivering the best possible experience is crucial. Join us to discover how we’re using the Now Platform to simplify the customer journey by unifying experiences into a single front door and streamlining interactions across support, sales, and services. See how automation, GenAI, and AI agents are transforming customer experiences and driving business success, making it easier for customers to get what they need, whether self-servicing or working with our teams.
Now on Now: How we build our data foundation with CMDB and the Common Service Data Model
ServiceNow's Configuration Management Database (CMDB) is the backbone of our robust data strategy, which helps us efficiently structure and manage our digital products and services. We'll share how we use the Now Platform to put our data-driven approach to IT service management into action, enhancing operational efficiency, automating workflows, and improving service delivery. Learn how our common data model connects our business and technical services through well-defined relationships and shared service data, ensuring seamless alignment between IT and business objectives.
Now on Now: How we drive customer success with ServiceNow CRM
Discover how we use the Now Platform and ServiceNow CRM products to enhance the post-sales customer journey and transform customer success. We’ll explore how we’ve transformed customer success delivery, training, and efficiency while increasing net revenue retention (NRR).
Now on Now: Delighting employees with MyServiceNow
My ServiceNow is the destination for all ServiceNow employees, in every role, to get what they need to do their jobs. In this session, we'll share how we’re using our own AI-integrated platform to boost creativity and productivity, strengthen our culture, and offer an exceptional experience to our people. You'll take away actionable AI implementation strategies and proven frameworks to elevate your organization's digital employee experience.
Now on Now: Drive action with CMDB, CSDM, & Service Mapping
In this session, we'll share how we've matured the use of CMDB, CSDM, and service mapping, highlighting their critical role in IT operations. By better integrating these features, we've improved visibility, streamlined processes, and enhanced service delivery, driving greater operational efficiency.
Now on Now: Driving SDLC compliance with AI tools on the Now Platform
Transform your development lifecycle from a compliance challenge into a competitive advantage. In this session, hear how we improved our DevSecOps practices using ServiceNow's integrated suite of tools. We combined Strategic Portfolio Management, Performance Analytics, orchestration tools, and AI-driven solutions to create a frictionless path to continuous compliance—without sacrificing speed. You’ll also learn how we leverage HealthScan, Test Assist, and Now Assist to automatically embed security and compliance checks throughout our SDLC while accelerating development velocity.
Now on Now: Elevating multi-cloud management
Traffic and workload demand may grow suddenly or over time; either way, a scalable cloud management solution is a must-have. In this session, see how ServiceNow uses our Now Platform to govern multi-cloud landscape at scale.
Now on Now: How we’re revolutionizing ERP with ServiceNow AI Agents
At ServiceNow, we're revolutionizing our Global Business Services (GBS) operations by leveraging digital twins tailored for various personas within our Enterprise Resource Planning (ERP). This session will showcase how ServiceNow AI Agents are empowering ERP users to perform tasks with greater ease and efficiency, transforming the way business operates.
Now on Now: How AI search powers ServiceNow's digital ecosystem
Search is more than just a feature; it’s the key to unlocking seamless digital experiences. At ServiceNow, AI search is breaking down content and data silos, connecting information across more than 30 applications and digital properties to deliver fast, intelligent, and relevant results. Join us to discover how AI search transforms how employees, partners, and customers find what they need—driving efficiency, innovation, and more intelligent decision-making across the enterprise.
Now on Now: Making AI real for everyone in the company
AI isn’t the future—it’s now. Despite this urgency, scaling AI beyond pilots remains a challenge. The key is embedding AI into everyday workflows across IT, HR, customer service, and beyond. Is your organization truly unlocking AI’s potential and are you ready? In this session, we'll show you how we're driving value at ServiceNow by embedding AI into daily operations using our very own Now Platform.
Now on Now: Breaking down enterprise silos with Integrated Risk Management
Join ServiceNow's leaders to learn how they established a unified risk management framework that offers enterprise-wide visibility while enabling operational and specialized risk management within the corporate IT function. Leveraging shared processes and ServiceNow’s integrated risk management (IRM) system, we enhanced our views of risk, streamlined decision-making, and optimized our operations. This session explores practical strategies for breaking down silos and building cross-functional alignment to support proactive governance across all risk functions.
Now on Now: Optimize costs with IT Asset Management and GenAI
At ServiceNow, we've long understood the value of a strong enterprise asset management strategy to control costs and drive efficiency. In this session, we'll share our most recent approaches to optimize enterprise expenses like never before, leveraging the Now Platform with IT Asset Management (ITAM) and GenAI.
Now on Now: Our holistic approach to responsible AI governance
Effective AI governance isn't just the responsibility of any one department, nor is it sufficiently covered by any single process. In this session, learn how ServiceNow approaches our own AI governance with the collaboration of all stakeholders. See how we're using ServiceNow's AI Dashboard at ServiceNow to empower our employees with new Now Assist capabilities for responsible and compliant AI use.
Now on Now: Process Mining on Agentic AI systems
As AI agents become integral to enterprise operations, they are not just assisting humans—they are completing entire processes autonomously. But how do we measure their performance and ensure they are efficient, effective, and improving continuously? Join us to explore how we optimized our AI agent workflows using Process Mining. Discover how to uncover inefficiencies, benchmark performance, and drive continuous improvement in autonomous processes. Whether you’re deploying AI agents today or planning for the future, this session will prepare you to measure and maximize their impact.
Now on Now: Hear our leaders share real-world lessons learned on our AI journey
ServiceNow unifies data, workflows, governance, & AI agents in a single AI platform to tackle complex enterprise challenges with a consumer-grade UX. Hear lessons learned from four senior leaders who use our AI-powered platform to navigate real enterprise challenges. Find out what’s worked, what surprised us, and how we course correct. See autonomous IT Agents prioritize and act in real-time, and what it takes to unlock faster value. We’ll explore our evolving use of Workflow Data Fabric to connect data across silos securely. Get practical insights from the front lines of AI transformation.
Now on Now: Strategic Portfolio Management roadmaps our business
Connecting strategy with delivery is a key feature of ServiceNow's SPM tools. In this session, learn how we deploy these tools and embed AI experiences across the business to align and achieve common outcomes, deliver timely programs and products, and drive portfolio value for our investments.
Now on Now: Accelerating productivity with AI Agents
Harnessing the power of AI Agents can dramatically increase your employees' productivity. In this session, you'll discover how we use agentic workflows to transform experiences for our employees, across sellers and operations personas.
Now on Now: The dawn of AI Agents
Agentic AI represents a new frontier for AI systems. Discover how truly autonomous AI agents adapt dynamically and make decisions to proactively solve complex problems. In this session, we’ll showcase real-world examples of AI-driven troubleshooting, intelligent recommendations, and automated workflows that enhance employee efficiency and experience. Join us to see how AI agents are transforming and revolutionizing the way we work at ServiceNow.
Now on Now: Transforming our procurement and strategic sourcing workflows
Every business must manage how its people make purchases. At ServiceNow, we’ve made incredible progress simplifying our strategic sourcing and procurement operations—resulting in 14 times the hard savings in just four years, as well as significant efficiency gains. We're faster and more impactful. And we’ve done it by using many of our own solutions and a “single pane of glass strategy.” In this session, you’ll learn how we combine the Now Platform and our out-of-the-box tools to build one front door for key parts of our business, offering a more modern, scalable approach to procurement.
Now on Now: Transform your Now Platform into an analytics powerhouse
At ServiceNow, we're not just managing data; we're revolutionizing how it's handled, stored, and processed. Join us for an exciting session where we unveil our innovative Workflow Data Fabric and RaptorDB. Discover how this powerful solution offers flexibility, scalability, and cost-effectiveness for all your data processing needs. Our comprehensive platform seamlessly integrates with your existing systems, eliminating the hassle of exporting data or setting up new stacks. Dive into the future of data management and see how our approach is paving the way for advanced and efficient use cases. Don't miss this opportunity to learn how ServiceNow is transforming the data landscape.
