Sessions
4863 sessions, 88 canceled
Now on Now: Power better GBS experiences with AI—let's talk IT, HR, legal & finance
Gone are the days when GBS focused solely on efficiency and scale. In this session, learn how we competitively shifted our view of GBS from optimizing operations to offering a paramount user experience across core services like HR, finance, legal, and IT. See where we’re using the Now Platform to work better, faster, and more strategically, resulting in 3 times the revenue in five years without increasing AR headcount. And discover how agentic AI is our force multiplier, building upon the productivity we’ve already experienced, for exponential enterprise growth.
Now on Now: Unlocking the power of Integrated Risk Management and SecOps
ServiceNow’s Integrated Risk Management (IRM) and Security Operations (SecOps) products combine to enhance both risk management and security incident response. Attend this session to learn how we integrated IRM and SecOps to create a unified approach to managing our security risks, automating incident management, and providing real-time visibility into threats and compliance.
OT management modernization with ServiceNow
Discover how the ServiceNow OT module revolutionized process efficiency, data security, asset management, and audit readiness while enabling GenAI capabilities. This session highlights strategies to overcome fragmented OT processes and achieve a tangible efficiency boost backed by numbers. Gain actionable insights to assess OT challenges, build AI-ready systems, and maximize ServiceNow’s potential for OT Management as well as the OT-IT convergence within your organization. Walk away equipped to drive innovation in OT management.
Playbook Generation: Leverage Now Assist to accelerate automation time to value
Organizations demand accelerated time to value and speed to author automated business processes, leaving developers and builders with little time to implement. Come see first hand how you can use Now Assist to rapidly generate Playbooks to transform your organization's processes.
Pro developer concepts for custom application development
Join this session to learn advanced programming techniques for application development. The session is meant for experienced ServiceNow developers. The session will focus on utilizing traditional software engineering concepts on the Now Platform. Sample lab activities may include: Using multi-level table inheritance for data grouping and access control Building a sub flow to package a repeatable business process Utilize a custom spoke to for custom JavaScript reuse Using a generator for enhancing the user experience with recommended actions Creating a custom activity for use in Creator Studio
Reimagining healthcare and life sciences with patient & clinical workflows
Showcasing a successful execution of a comprehensive ServiceNow implementation project for a leading medtech devices customer, focusing on developing custom workflows for patient and clinical users. This project aimed to enhance operational efficiency, improve patient care, and streamline clinical processes through tailored solutions.
Strengthening healthcare data security: Integrating incident response with UCF
Discover how a leading hospital enhanced its security posture by integrating Security Incident Response (SIR) with Unified Compliance Framework (UCF). Learn how automated risk assessment, streamlined incident creation, and integrated compliance controls led to measurable improvements. This session explores practical strategies for CMDB optimization, risk management automation, and regulatory alignment with NIST Framework 2.0\. See how this unified approach reduced response times, strengthened compliance, and improved protection of patient information.
Supercharge employee self-service with an AI-powered experience
In this interactive lab, discover how to deliver a unified, AI-powered self-service and conversational employee experience that streamlines hire to retire journeys and everyday employee requests. Explore how AI Agents provide immediate answers and recommended actions, learn how to build, maintain, and continuously improve holistic employee journeys, and empower managers to support employees during pivotal moments that truly matter.
Support excellence unleashed: TTEC’s success with ScreenMeet & ServiceNow
Learn how TTEC, a Fortune 500 leader, transformed IT support with ScreenMeet and ServiceNow. Discover how they streamlined processes, improved service delivery, and gained full visibility by keeping all session data within ServiceNow. See how ScreenMeet’s AI-powered solution further enhanced support by automating ticket notes, increasing accuracy, and reducing the number of steps agents take to resolve issues. Walk away with actionable insights on how to boost operational efficiency, improve agent productivity, and elevate customer engagement through this powerful integration.
The AI Advantage: How OMV Transformed Efficiency with AI Journey
Manual processes and inefficient workflows can greatly hinder productivity, and OMV, a leading player in the chemical and petroleum sector, encountered these same challenges. To address them, OMV embraced an AI-first strategy in collaboration with IBM and ServiceNow. By harnessing AI-driven predictive intelligence and Now Assist features, the company enhanced issue resolution and reduced manual effort. Automated Work Assignment improved resource allocation, while real-time dashboards delivered valuable insights.
Transformation of ESG management using ServiceNow
Join this session to learn how Infosys partnered with a global leader in in-flight entertainment and communications(IFEC) systems in automating the tracking, reporting the metrics and goals for the environmental, social, and governance objectives of the organization using the ServiceNow ESG module.
Transforming customer support with Dynamics 365, ServiceNow, and Azure OpenAI
Customer support is evolving, demanding seamless, intelligent solutions. This session explores how integrating Dynamics 365 CRM and ServiceNow with Azure OpenAI and Generative AI transforms support operations. Using agentic architecture, Azure Fabric, Semantic Kernel, and custom AI avatars, we address fragmented data, delays, and inconsistent experiences. Benefits include automating tasks, improving first-call resolution, and delivering empathetic interactions. CxOs and support teams will learn to leverage Microsoft and ServiceNow for scalable, efficient customer service innovations.
Transforming employee experience: Rio Tinto’s journey to a unified HR center
Rio Tinto, a leading global mining group, was looking to transform its global HR technology footprint and uplift employee & leader experiences for its worker population in 38+ countries. Join our session to learn how, with the help of Deloitte, ServiceNow, & Workday, Rio Tinto deployed a unified IT & HR Employee Centre with 50+ microsites, multi-channel intake for 76 HR services, an uplifted fulfiller experience with Agent Workspace, and orchestrated over 80 tasks across business functions using Enterprise Lifecycle Events. Discover the strategies & success behind this leading transformation!
Transforming global hospitality with AI-Driven IT solutions
Discover how a Fortune 200 hospitality giant revolutionized their employee experience by partnering with Slalom to enhance its IT support platform. Through the deployment of ServiceNow's advanced solutions, including an AI-enabled chatbot and streamlined workflows, they empowered 800K+ associates globally. This transformation not only optimized self-service capabilities and reduced support costs but also significantly boosted IT customer satisfaction, setting a new standard for tech enablement in the industry.
Transforming the onboarding journey for new hires & HR teams through automation
This session will explore effective strategies for optimizing the onboarding journey for new hires at Mercy Health, focusing on improving the overall impact and experience. Emphasis will be placed on integrating data-driven solutions to enhance transparency for all parties and address the “dead zone” in the onboarding process, a critical gap where new hires may experience delays or lack of clarity.
Transform to proactive IT operations by putting AIOps to work for you
If you’ve struggled with excessive event noise and finding service problems after the fact, learn how AIOps can help. Put AI Agents to work for IT operations to reduce event noise, proactively pinpoint emerging issues, and automate response and resolution with a system of action that includes ITSM integration. Learn how AI Agents deliver turbo charged insights and machine-generated recommendations for resolution. The lab covers topics including Event Management, Health Log Analytics, Service Reliability Management, Service Operations Workspace and much more.
Transform your business: The power of orchestration and digital innovation
In this session, we’ll explore how to deliver best-in-class, proactive, and reliable resolution at the first point of contact within a multinational organization. We'll explore how companies can offer a unified, personalized experience across any digital channel, spanning multiple functions like procurement, finance, and more. We'll share how creating a single entry point and fully integrating with back-of office can streamline cross-domain business processes and drive efficiency across the organization.
Unexplored integration: Connected - Virtual Agents
Learn how Hexaware can connect virtual agents across different instances and how it has helped in providing live agent chat support in shared services mode for different customers. Virtual Agents interconnect offers businesses the opportunity to provide efficient, personalized, and round-the-clock customer support, resulting in improved customer satisfaction, cost savings, and increased operational efficiency. This session covers the steps to integrate Live Agent chat between multiple instances.
Unlocking Now Assist Skill Kit: Build a custom GenAI skill
Welcome to the new world of custom generative AI experiences! Learn how to employ Now Assist Skill Kit to build custom skills to infuse generative AI solutions into your workflows. We will be reviewing the end to end development process including as defining your input data, developing a prompt, delivering the outputs, and managing governance around your generative AI solutions.
Unlocking the future of support with LLM-enabled virtual agents using Now Assist
Organizations aim to improve efficiency, cut costs, and boost customer satisfaction. HCLTech partnered with ServiceNow to rethink support operations. Implementing an LLM-enabled Virtual Agent (VA) Topic using Now Assist has transformed ServiceNow's handling of SNCA queries. SNCA provides virtual desktops to agents for troubleshooting customer instance. Previously, L1 teams handled repetitive tasks like password resets and other basic queries. Now, the LLM-enabled VA offers immediate, human-like responses, freeing L1 agents for higher-level issues and help ServiceNow towards Zero Service Desk.
5 unique ways to utilize GenAI in your instance
In this session we’ll cover 5 unique ways that GenAI can be utilized to enhance the user experience of the Now Platform. (Image generation from a catalog request? You bet!) We’ll take a quick look at how each of the solutions are used, the components that make up the solution, and the potential use case for each. By the end of the session, I hope you’ll be inspired to develop your own unique GenAI solution. Join me and let’s dive into the world of GenAI.
AI powered enterprise video: Lights, camera, transformation!
In this presentation, Vbrick demonstrates how customers have successfully utilized its AI-powered ServiceNow connector to securely deliver video content across departments, enhancing communication and operational efficiency. By integrating Vbrick with ServiceNow, our customers has streamlined workflows, providing employees with on-demand access to relevant videos for case management, training, and employee lifecycle events like onboarding and career development.
Bridging the gap between design and development
Does it seem like your design & dev teams can't get into sync? In this session, learn about the 5 use cases for facilitating effective collaboration between them: \- Foster mutual respect & increase personalized interaction. \- Involve both teams in requirements gathering & design reviews to reduce miscommunication. \- Ensure everyone speaks the same language & uses the same components. \- Save time and money with incremental testing and reviews. \- Iterate on practices & processes. By the end of this session, you’ll have actionable strategies to improve your team's collaboration & communication.
Launch your first quick-win app with App Engine and unlock rapid ROI
In this hands-on lab, you'll build quick-win apps on App Engine for fast ROI. - Exercise 1: Create a request-and-fulfill app in ServiceNow Studio with a custom data model, record producers, workspaces, and task sequencing in Flow Designer. - Exercise 2: Enhance usability with a Playbook for guided process execution, and automate manual tasks using a Decision Table. - Exercise 3: Scale to a departmental solution by extending workflows and optimizing dashboards. By the end, you'll be able to quickly design and deploy scalable apps that deliver immediate business value.
Cablex conducts quality assurance with an AI-powered ServiceNow application
Cablex revolutionizes quality assurance in fiber-optic expansion with an AI-powered ServiceNow app integrating Deepomatic. This system enables 100% remote inspection, achieving 70-80% "First Time Right" rates. By analyzing photos in real-time and providing instant feedback, issues are resolved on-site, saving time and costs while enhancing customer satisfaction. This innovation ensures quality-assured installations and supports Cablex’s goal of connecting 75-80% of Switzerland to fiber by 2030, while drastically improving the daily work of 1500 field engineers.
Configure AI Agents
ServiceNow’s AI Agents orchestrate work around your organization. Learn about our AI agent framework and get hands on with AI agents and their tools. See the AI agent framework in action and learn about how AI agents can accelerate work for your organization.
3 levels of integration design: seamless retrieval of leave balance
Unlock the power of Integration Design! The Now Platform’s integration capabilities are vast, but how do you choose the best approach? Join us for an interactive session where we’ll explore three dynamic integration design patterns (including Remote Tables!), all leading to the same outcome—allowing employees to effortlessly check their leave balance through Virtual Agent. Dive into real-world use cases and discover how to optimize your integrations for seamless employee experiences. Don’t miss this chance to elevate your ServiceNow skills!
Adapting to the Future: How TD Bank Group is Navigating HR in 2025 & Beyond
Join this dynamic discussion featuring leaders from Deloitte and TD Bank Group as they reveal how the organization is staying ahead in the ever-changing HR and tech-driven landscape. This session will uncover how this financial powerhouse is reimagining the future of work and will share actionable insights and proven strategies to simplify HR process, create scalable solutions that empower your workforce and prepare your organization for the future of work!
Enterprise Architecture Beyond IT: Transforming Technology, Telecommunications, and Manufacturing with ServiceNow
Enterprise Architecture is no longer just about IT—organizations in **Technology, Telecommunications, and Manufacturing** must navigate complex supply chains, operational resilience, cybersecurity risks, and regulatory compliance while driving innovation and efficiency. This session will explore how Enterprise Architects can leverage ServiceNow’s platform to optimize production operations, workforce management, supplier coordination, facilities oversight, and asset lifecycle management. Learn how to break down silos, streamline cross-functional workflows, and integrate AI-driven automation to support real-time decision-making, predictive analytics, and end-to-end digital transformation across the enterprise.
Utilizing Value Streams to enable the power of the ServiceNow Platform
The Value Stream Roundtable is an interactive session where industry leaders and enterprise architects collaborate to align technology investments with business value. Through real-world case studies and expert insights, participants will explore strategies to improve efficiency and innovation. A featured customer will share how the value stream technique helped them focus on outcomes and maximize value delivery. Join us to gain practical insights and drive meaningful transformation in your organization.
Realize value faster on your ServiceNow AI journey
Join this hands-on workshop to discover how Customer Success offerings can help accelerate business outcomes with AI and AI agents, and increase the value realized from ServiceNow investments. Join this session to work with value acceleration experts and peers to build an end-to-end process to implement effective value realization.
Tech IT, Don't Wreck IT at K25! NOW that's what I call assistance: Now Assist
NOW That’s What I Call Assistance: LIVE! Join the Tech IT… hosts and cast for an exciting, interactive look at Now Assist! This 60-minute session features live demos of the latest features, use-case walkthroughs, and answers to pre-submitted and live attendee questions. ServiceNow experts will break down how Now Assist adds value, all while engaging with the audience. Plus, this session will be released as a special podcast episode: “NOW That’s What I Call Assistance: Vol. K25.”
Tech IT, Don't Wreck IT at K25! NOW That's what I call assistance: Virtual Agent
NOW That’s What I Call Assistance: LIVE! Virtual Agent Edition! Discover the power of ServiceNow’s Virtual Agent in this fun and engaging 60-minute session! The Tech It… team will showcase a real-world HR use case, answer pre-submitted and live questions, and demonstrate how Virtual Agent transforms workflows. With insights from ServiceNow experts and audience interactions, this is your chance to explore Virtual Agent’s full potential. Stick around—this event will air as a post-Knowledge podcast episode: “NOW That’s What I Call Assistance: Vol. K25.”
60分でServiceNow AIの「基本」と「可能性」を学ぶ - What is Now Assist / AI Agent?
日常生活に浸透してきたとも言える生成AIの仕組みと、それを元にServiceNowが提供する Now Assist / AI Agent の基本情報や今後の展開を、講師が実演も交え、できる限り分かりやすい言葉でお伝えするとともに、ServiceNow のAIテクノロジーを活用した学びからスキル、キャリア開発を促す「ServiceNow University」をご紹介します。
Accelerate vulnerability exposure response with Agentic AI
Automatically monitor CISA KEV for newly exploitable vulnerabilities, track remediation progress, and provide SLA compliance insights. Ask questions in natural language to streamline vulnerability management and improve security efficiency with this powerful agent that accelerates response times.
Achieving employee centricity with AI, automation and enterprise wide portal
Walk through a paradigm shift on how Beiersdorf achieved employee centricity through ServiceNow AI, Automation and Enterprise Portal. We delivered value to our employees and managers by being there in the moments that matter through case and knowledge base. Proactively addressing their curiosity and keeping them engaged with launching a global portal. Creating a culture of active listening with valuable insights aligning strategic decisions and focus. ServiceNow has been instrumental and our journey doesn't end here we have great ambition to utilize further AI technologies that it has to offer.
Advanced work assignments: Optimizing with skill and capacity-driven automation
Effective work item assignment is key to organizational efficiency. This session covers advanced techniques for automating assignments based on skills, capacity, and availability across HR, Customer Service, ITSM, and more. Learn strategies that go beyond traditional methods, ensuring tasks are allocated using real-time data. Discover how to implement models that enhance workflows, align tasks with competencies, and boost productivity and engagement. Transform your work assignment approach and unlock new productivity levels.
AI Agents for IT Service Management (ITSM)
The ServiceNow platform, AI expertise and customer first mindset, enables ServiceNow to seamlessly weave AI into applications and workflows. Join this session to see AI Agents in action for ITSM.
Architecting AI and ML solutions in ServiceNow: Key considerations for success
This session explores essential considerations for successfully architecting AI and ML solutions in ServiceNow. Attendees will learn best practices for integrating AI and ML with ServiceNow, focusing on key architectural decisions, data management strategies, and scalability concerns. The session will emphasize aligning AI/ML solutions with business goals, ensuring seamless workflows, and leveraging ServiceNow’s capabilities to drive innovation, enhance automation, and deliver value to organizations.
Automating Service Delivery for Large-Scale Field Operations
Whether you’re a utility managing power lines, a bank managing ATMs, or a city taking 311 cases from residents, there is a need to ensure seamless coordination across your supply chain. Learn how Bell is transforming their field operations and customer experience with ServiceNow Field Service Management and Service Bridge - streamlining dispatch processes, improving technician efficiency and reducing service delays, providing customers with end-to-end visibility into the status of their orders, and the practical challenges of managing 10,000 technicians in the field.
Bayer's 'In-the-Box' HRSD model: Simplifying services and setting GBS standards
Learn how Bayer transformed their HRSD experience by rolling back customization and returning to out of the box solutions. BJ Warren, Head of HR Effectiveness, will share lessons from their “in the box” approach and how their dedication to simple, standardized user experiences serves as a blueprint for other GBS functions like Finance and Procurement. By consolidating systems to one solution, unifying chatbots, and leveraging AI for agents, learn how Bayer continues drive unified execution across all functional services to improve collective productivity and experiences across Bayer.
Breaking barriers: adidas’ self-service journey with ServiceNow
As a global company with a workforce across Corporate, Retail, and Distribution Centers, adidas is committed to enhancing the employee experience. With ServiceNow’s Employee Center Pro, we built a self-service platform supporting IT, HR, Finance, and more. Our latest addition is a new HR portal, consolidating all HR apps, knowledge and services into one centralized location, providing a true one-stop-shop experience to our employees. Discover how we leverage automation, dynamic content, feedback loops, and mobile-first designs to empower employees and drive efficiency.
Bristol Myers Squibb’s ITAM transformation: A journey of success and innovation
Hear from Bristol Myers Squibb (BMS) on their ITAM digital transformation journey to seamlessly track inventory, financial, contractual, and usage data across their entire technology asset estate. This session will showcase how BMS harnesses ITAM technology and ServiceNow mobile capabilities to tackle challenges like limited asset visibility and resource wastage. Discover how BMS achieved cost efficiencies, compliance adherence, reduced technical debt, drove ESG adoption, and enhanced operational excellence. Don't miss this chance to drive strategic value and innovation in your organization!
Building Agility: How Barclays drives rapid development with ServiceNow
Citizen development is a hot topic for ServiceNow audiences as it empowers non-technical users to create and deploy applications quickly, unlocking faster innovation across organizations. However, without proper governance and oversight, it can lead to issues like inconsistent application quality, security vulnerabilities, and technical debt. By discussing both the opportunities and pitfalls, ServiceNow users can better understand how to harness citizen development responsibly, balancing innovation with robust governance practices.
Bridging Business and IT: How Nestlé scaled with ServiceNow App Engine
Nestlé Professional Operational Services (NPOS), powered by ServiceNow App Engine to rapidly build and deploy low-code applications, streamlining existing workflows, enhancing operational efficiency, driving business value, and accelerating digital transformation. Nestlé and DXC using ServiceNow App Engine built a solution deployed globally with case management capabilities for managing the entire lifecycle of their assets to support business expansion and cost optimization.
Building a high-performing ServiceNow COE with ServiceNow University
Join us as we share best practices and lessons learned from building high-performing ServiceNow Centers of Excellence. This session will cover key aspects such as talent development, skill building, and continuous improvement. Attendees will learn how to create a robust COE that drives consistent, high-quality implementations and delivers measurable business value through effective learning and development programs.
Building a next generation user centric risk and privacy platform
Join us to learn, what led Roche to implement Integrated Risk Management (IRM) capabilities – including GRC, business continuity management, and data privacy management – leveraging a user-centric self-service portal. The platform is used by more than 100K employees worldwide across 150 countries for IT security, privacy, risk, and compliance management, thus lowering costs and increasing efficiency, scalability, and observability. We will show how simple and intuitive interfaces for security and privacy processes drive compliance, cut inefficiencies, and optimize costs in the long run
Leaving a Legacy of Service Through RiseUp with ServiceNow
Join GlideFast Consulting and ServiceNow to honor the late Michael Lombardo, CEO of GlideFast, known as "the mayor of ServiceNow." Michael’s legacy continues through GlideFast’s dedication to developing ServiceNow talent via the RiseUp with ServiceNow program. In partnership with RiseUp, learn how GlideFast helps transitioning veterans move into entry-level roles, offering training to become skilled consultants. Celebrate Michael’s impact on the ServiceNow community and beyond as we honor his life and accomplishments.
Build it & they will come: ServiceNow UI Builder for next-level user interfaces
This session introduces administrators, developers, platform owners, and stakeholders to ServiceNow’s Builder Library, focusing on UI Builder. This tool enables the creation of dynamic workspaces and custom web experiences using Next Experience Components. Whether enhancing interface design or engaging users, this session equips you to create elegant, efficient, and user-centric interfaces. Gain practical experience and revolutionize enterprise software interfaces with next-gen web experiences.
Celebrating excellence: Meet this year’s best Employee Portals
Creating an employee portal that empowers self-service, streamlines workflows, and enhances the employee experience requires innovation and thoughtful design. This year’s Best Employee Portal Contest celebrates the top examples of how organizations are revolutionizing employee interactions. Join us to explore the Top portal submissions and reveal this years winners. Gain inspiration and actionable insights to transform your own portal into a hub that drives productivity, satisfaction, and business success.
