Sessions
4863 sessions, 88 canceled
Now on Now: Unlock developer efficiency with Now Assist Skill Kit and AppDev Agentic AI
Next-level developer efficiency adopts AI-native experience to improve the quality of applications and faster release cycles. With Now Assist Skills, we integrate Agentic AI into development to generate code, find bugs, and streamline code reviews. Learn how these skills transform workflows, boost productivity, and deliver software faster.
Now that’s what I call IT Service Management – featuring Now Assist
See Now Assist in action! This hands-on lab dives into real-world ITSM scenarios, showcasing how Now Assist empowers IT teams. From administrators fine-tuning workflows to agents using AI to manage tickets, and requesters getting instant resolutions, this lab lets you step into each role. Experience firsthand how Now Assist boosts efficiency and transforms IT service management. Don’t just watch—get hands-on and unlock the full potential of IT problem-solving!
Optimizing Cloud spend with ServiceNow: Save A Lot’s success story
Join Save A Lot as they share their transformative FinOps journey with ServiceNow's Cloud Cost Management (CCM). This session will showcase how they tackled challenges related to cloud cost visibility, billing data discrepancies, and resource optimization across their Azure environment. Learn how their ServiceNow partnership enabled streamlined data accuracy, improved cost allocation, and enhanced operational efficiency. Attendees will gain insights into overcoming cloud management hurdles, the strategic implementation process, and key lessons learned that drove impactful business outcomes.
Platform Analytics & Reporting - So what changed and why?
Join us for a deep dive into ServiceNow’s Platform Analytics evolution. Designed for stakeholders, admins, developers, and platform owners, this session covers key transformations from Performance Analytics. Learn the reasons behind these changes, explore new features, and see demos of the revamped interface. Gain insights to enhance analytical capabilities and user experience, and leverage advancements to drive excellence in your operations. Adapt, capitalize, and lead with the new ServiceNow Platform Analytics.
Populating the CMDB using an alternative approach
This session will address a use case for solving issues where CMDB data cannot be discovered via Discovery or common integrations. Using a pre-formatted spreadsheet and incoming emails, we’ll automate the extraction and transformation of CI data into the CMDB. The session will use Flows, Integration Hub ETL, and Scheduled Jobs. Attendees will engage in a hands-on use case story to implement automated functionality. Designed for administrators and beginner developers.
Powering reliability: Duke Energy’s success story with ServiceNow OTM
Discover how Duke Energy uses ServiceNow Operational Technology Management to enhance reliability and resilience across their energy infrastructure. This session explores how they optimize asset management, mitigate risks, and ensure compliance in a highly regulated environment. Learn from their innovative strategies to improve operational efficiency and provide uninterrupted service to customers.
From image capture to workflow! ServiceNow Lens: A productivity game-changer
Experience the power of ServiceNow Lens in transforming how your team interacts with visual content on your screen. Based on a Vision-LLM model, we’re converting static data you can point Lens to, into dynamic, intelligent workflows effortlessly. With one-click integration and AI-driven insights, users can eliminate manual efforts, reduce errors, and unlock unprecedented efficiency. Empower multiple personas on both Windows and Mac platforms to revolutionize visual content handling and decision-making. Join us as we redefine productivity and pave the way for an AI-powered workflow revolution.
Revolutionize employee and visitor experience with Workplace Services Kiosk
Join this interactive lab to learn how to configure Workplace Services Kiosk and enhance the workplace experience for employees and visitors. Discover how to set up self-service kiosk capabilities to streamline check-ins, check-outs, and registrations—ensuring a seamless experience for both expected and unexpected guests. Explore how kiosks can leverage interactive maps and building data to enable workplace navigation, real-time building data visualization, and enable intuitive interactions, creating a more connected and efficient workplace.
CMDB journey at PayPal: Transforming Asset Management for unmatched visibility
At PayPal, we aimed to meet DORA asset management requirements by ensuring accurate asset inventory for regulatory compliance. With approximately 300K servers, over 30 data centers, thousands of applications, and a multi-cloud environment, maintaining visibility was challenging. The ServiceNow platform provides ease of data integration, discovery, CSDM, and its unified CMDB platform enables PayPal to manage over 200 CI classes and more than 40 million CIs from infrastructure to business layers. Key learnings include stakeholder buy-in, process streamlining, and continuous monitoring.
Revolutionizing HR & driving user experience from Attract to Alumni
Siemens Healthineers revolutionized global HR operations by launching an innovative user experience platform, overhauling the HR-IT ecosystem, and redefining HR processes. Our unified One-Start-Shop, built on ServiceNow with HRSD and Employee Center Pro, coupled with a newly setup in-house HR service organization supports employees at every career stage. This session highlights key milestones, showcases solutions, and explores the successful partnership between Siemens Healthineers and ServiceNow, creating a standout connected employee experience.
Revolutionizing learning with AI: The future of ServiceNow University
Discover how ServiceNow University is leveraging artificial intelligence to transform learning and development. This session will explore innovative AI-driven approaches to personalized learning, hands-on assessments, and real-time feedback. Attendees will gain insights into how AI can enhance learner engagement, improve knowledge retention, and streamline certification processes, making learning more effective and efficient.
Revolutionizing the Employee experience with AI Agents
Empower employees with AI agents that deliver instant answers, streamline self-service, and simplify complex workflows. Learn how AI agents support talent development, align workforce growth with business goals, and create smarter, more inclusive workplace experiences. Transform the employee journey from hire to retire while driving productivity and business impact. Hear how leading organizations like Ryder are leveraging ServiceNow’s AI-powered solutions to boost HR efficiency and enhance employee engagement at scale.
Scaling ServiceNow skills at hyper-speed: The Factory Model for workforce growth
As the demand for skilled ServiceNow professionals grows, traditional training models can’t keep up. This session unveils the "Factory Model," a strategic framework to scale ServiceNow skills. Using the ATP program, TrainUp, ETA, and Placement Partner programs, ServiceNow University is rapidly equipping professionals to sell, solve, deliver, and implement ServiceNow products. Join us to explore how this high-output model meets market demand, fuels partner success, and scales the ServiceNow ecosystem. Learn best practices and real-world applications.
SecOps - What does ServiceNow have to offer and how does it all relate?
This pre-conference training is curated for stakeholders, decision-makers, administrators, developers, and platform owners eager to enhance their understanding of ServiceNow's Security Operations (SecOps). The session provides an overview of key applications within the SecOps ecosystem, highlighting seamless integration with other ServiceNow products to ensure a comprehensive, end-to-end security response workflow.
ServiceNow sayings: Simple mantras to boost your ServiceNow expertise
When learning ServiceNow, some core wisdom can be distilled into memorable sayings: "Everything's a record in a table," "Just right-click stuff," and "Watch your address bar!" This session will deepen your understanding of the Now Platform by recalling these nuggets to help you get things done and better understand how the platform works. It is suitable for beginner and intermediate administrators, configurers, and developers.
ServiceNow's Impact of AI on Future Skills Forecast, annual report.
K25 marks the third annual release of ServiceNow’s Future Skills Forecast, in partnership with Pearson. This session will showcase how Agentic AI and emerging technologies will reshape skills, tasks, and roles in the next five years. The data analyzes 12 key markets, 10 industries, and 12 job roles within the ServiceNow ecosystem. New insights emphasize Responsible AI, governance, and accountability. Join us for an executive summary of the latest report, AI Maturity Index, and research on AI governance to support your AI-augmented workforce.
ServiceNow University: Bridging the gap between learning and performance
This session will focus on how ServiceNow University is bridging the gap between learning and performance. We will discuss the importance of aligning training programs with real-world job tasks and the role of hands-on assessments in ensuring that learners can apply their knowledge effectively. Attendees will gain insights into how to design training programs that drive performance and deliver measurable results
ServiceNow Vault and the Zero Trust Authentication journey at Rocket
Discover how to enhance security without compromising user experience! Rocket will share their journey of implementing Zero Trust Access and Adaptive Authentication to make their ServiceNow instance accessible to more users and devices while ensuring sensitive data remains protected. Learn how ServiceNow Vault’s advanced security tools can strengthen data privacy, boost compliance, and safeguard your enterprise. Don’t miss this opportunity to see how secure access drives business excellence and enhances user experience!
Join us as Siemens Energy unveils their transformative journey with ServiceNow
Discover how Siemens Energy is leveraging Strategic Portfolio Management (SPM) to align their company strategy with OKRs and translate these OKRs into 530 strategic projects. Learn about their comprehensive business and technical governance model that optimizes a complex application landscape of 6000 applications and expands the ServiceNow footprint within the organization. ServiceNow plays a crucial role in professionalizing key IT processes and mastering project execution and controlling, which is essential for Siemens Energy as they digitalize the Energy of Tomorrow. Don't miss this opportunity to gain valuable insights and be inspired by Siemens Energy's ongoing success story.
How Telia took Risk Management from concept to reality across six countries
Telia has adopted ServiceNow as its platform for Governance, Risk and Compliance (GRC)—delivering a real-time view of risk exposure and regulatory compliance. Telia will be presenting how they have transformed their Security Risk Mgmt practice, entailing that being compliant now also means being secure, and vice versa! Telia has taken ServiceNow's Integrated Risk Mgmt (IRM) experience to the next level, enabling business units across the geographical footprint to manage risk and compliance in alignment with Group-level policies and with transparency for Telia’s central IRM function.
The condition builder: A closer look
Ever wondered why some logical operators in the condition builder appear and disappear? Or where dynamic values like 'Me' come from? With some cleverness (and a bit of scripting), we can demystify the filter condition builder and even create custom values for the 'is (dynamic)' operator. This session assumes knowledge of field and form configuration and includes a bit of JavaScript to craft our own dynamic values.
The Department of State's cybersecurity automation journey
Relentless cyber threats target the Department of State daily. With ServiceNow at the core, the Department automates and streamlines our global cybersecurity response, protecting embassies, consulates, and data worldwide.
The human renaissance with the AI revolution: Empowering the future of skills
Agentic AI is reshaping job tasks and redefining the tech roles required to perform them. Explore ServiceNow's latest research on global industry-level task automation, augmentation, and skills disruption. Join our roundtable discussion on AI talent development strategies—a unique opportunity to connect with ServiceNow's learning leadership team, expert guests, and industry peers. Gain valuable insights into this evolving topic and discover how ServiceNow University is being adopted within our own business and how it can help your organization prepare for the future of work.
Transforming Facilities Management: How FSM revolutionized Globo's operations
As Latin America's largest media company, Globo faced many challenges during its expansion and unification to manage its facilities work, which were and are still provided by many different suppliers covering 5 different Brazilian districts. Globo saw in the FSM an opportunity to standardize processes by unifying all work on a single platform, improving both our partners' and employees' experience. Join us to discover how we modernized and improved our facilities management in just a few months, retiring more than two legacy applications, eradicating integration bugs and improving automations.
Transitioning to Service Operations Workspace: Enhancing efficiency & experience
Enhance your ITSM and ITOM to stay competitive. Join our pre-conference training on ServiceNow Service Operations Workspace—revolutionizing IT workflows for a unified user experience. Learn the advantages over traditional ITSM Agent Workspace, and how to configure and personalize the agent experience to fit your needs. Modernize your IT strategy and confidently navigate future challenges. Lead your IT operations into a new era of service excellence.
Understanding your ServiceNow Platform with Predictive Monitoring
Learn how a Fortune 500 company revolutionized its IT operations by implementing Health Log Analytics. This approach enabled actionable decisions based on system logs, ensuring smooth and efficient processes. In this session, we'll explore the implementation of Health Log Analytics and delve into the configuration of the application, which predicts potential IT issues before they impact users.
Unleash AI powered SPM: Achieve goals and KPIs efficiently
The supremacy of ServiceNow SPM in SAFe goes beyond mere planning and monitoring. It fosters a data-driven culture, empowers agile decision-making, brings AI powered functionalities, and enables teams to adapt/optimize their efforts continuously within the dynamic landscape of SAFe (SPM). By harnessing the power of ServiceNow SPM, engineering teams can achieve their quarterly and yearly objectives with greater efficiency, transparency, and agility. SPM being one stop shop for end to end. Its adds "Alignment with Goals", "Prioritization with Precision", "Real time insights".
User adoption 101
Join our live, 60-minute session on driving successful user adoption in ServiceNow implementations. Learn proven strategies to engage users, manage change, and ensure smooth platform transitions. We’ll cover best practices for fostering user engagement, preparing your organization, and implementing effective adoption plans. Through real-world examples, gain tools to create lasting excitement and success for your users, before, during, and after go-live. Don’t miss this chance to boost your ServiceNow adoption!
UX: Crafting Innovation: A Hands-On Workshop for Designing Mobile Experiences
Leveling up a mobile app means crafting user-focused experiences. In this workshop, we will cover the application of core UX principles to design mobile first experiences while touching on some of our latest AI-powered features. Participants will walk away with an action plan to kickstart their mobile strategies, optimize workflows, and improve engagement. This session provides practical techniques and a prototype foundation for advanced labs that cover building these engaging mobile applications.
Data informed design: How to make decisions while understanding your users
Join us for an engaging session on Design & Data, where you'll learn to make data-driven decisions using the User Experience Analytics tool. Discover how to leverage user behaviors, completion rates, and engagement metrics to enhance your platform's performance. Through hands-on activities, you'll master interpreting analytics, creating custom dashboards, and implementing actionable changes. For data analysts, team managers, product managers, and researchers.
Vision to plan: Laying a foundation for Kraft Heinz's GBS experience strategy
In today’s competitive landscape, developing a strong strategy for service experience is key to future-proofed success. Join Elena Schoeman from Kraft Heinz to learn how they built a 3-year strategy for bringing Service Experience into Global Business Services (GBS). Whether you're just starting out or refining your approach, this session offers strategic tools to shape your service experience plan – turn objections into opportunities and secure the buy-in for meaningful enterprise-wide change. Join us to learn, share, and empower your journey toward a more effective service experience.
Vulnerability Response Management - Implementing a proactive response
At Amtrak, vulnerability scanning was in place, but with many different groups responsible for remediation, there was not one place for leadership to track all the issues as well identify areas that were lagging in response. By integrating ServiceNow with Tenable, and creating dashboards, we have one place Now for leadership to get a full view of the environment. In addition, by identifying patterns in the vulnerable items, we were able to configure the integration so that the vulnerability items were being assigned to the correct group for corrective action.
How Warner Music Group is transforming internal service delivery with Now Assist
Discover how Warner Music Group is transforming its internal service delivery with Now Assist for ITSM. Through a detailed analysis, the team identified Now Assist's advanced AI, automation, and citizen development tools as key components to enhance their service strategy, build their knowledge base, improve efficiency across support teams, and empower those teams to build their own reports. Learn how this evaluation led to the purchase of Now Assist, how Now Assist compared to the incumbent chatbot, and the preliminary results as the team navigates the implementation.
What the Fed? Implementing HAM and SAM in a highly regulated industry
The banking industry brings heightened scrutiny and complexities to an ITAM program. While traditional software asset management prioritizes compliance and cost reduction, today’s challenges emphasize security risks surrounding End of Life. This session explores how our newly combined banks navigated End of Life challenges across software, hardware, and business applications by leveraging ServiceNow SAM and HAM to automate manual processes, mature our program, and satisfy regulatory requirements. Plus, hear directly from ServiceNow on the latest capabilities for streamlining regulatory audits.
What to expect when expecting (an implementation) ServiceNow
Starting a ServiceNow implementation can be daunting for stakeholders and teams. This instructor-led workshop offers a roadmap for new customers and decision-makers. Participants will learn about key roles, time commitments, and deliverables. The session covers building implementation teams, avoiding common pitfalls, and bridging technical and business gaps with real-world examples and best practices. Ideal for platform owners, admins, developers, and analysts, it ensures a smoother, more successful rollout.
You can’t secure what you can’t see: Asset identification & vulnerability
Join us as we delve into the crucial necessity of asset identification and why safeguarding these assets is paramount for operational continuity and security. Proper asset identification is essential for compliance with regulatory standards, prioritizing resources, anticipating potential threats, and responding swiftly to incidents. Without through visibility to their asset landscape, organizations are at a significant disadvantage, exposing themselves to cyber threats that can compromise both IT and OT environments. Learn how ServiceNow Operations Technology Management and KPMG can help.
Your AI bestie for SPM: Now Assist has your back
Ready to take your strategic planning and project management to the next level? Join our 90-minute session to explore how ServiceNow Now Assist for Strategic Portfolio Management (SPM) can transform your work. Learn to summarize feedback, create demands, generate project summaries, and gather actionable insights. Perfect for product, project, and demand managers. Experience AI-driven tools firsthand in a hands-on lab. Don't miss out on this opportunity to optimize your SPM approach!
Now on Now: Smarter, faster, better - Our Virtual Agent transformation
For over seven years, our Virtual Agent has been at the forefront of enhancing the experience of our employees and customers. But we’re not just keeping up—we’re redefining the game. With Generative AI and the power of AI Agents, we’re revolutionizing how enterprises move beyond traditional chatbots to deliver smarter, more intuitive AI interactions. Join us to explore how our Virtual Agent drives efficiency, transforms workflows, and makes everyday tasks seamless for our employees. Don’t miss this opportunity to see AI innovation in action!
Accelerating incident resolution with AI-driven automation powered by AIOPs LEAP
Discover how the new AIOps Learning Enhanced Automation Playbooks (LEAP) leverages Agentic AI to analyze past incidents, identify patterns, and auto-generate resolution steps. See how this integrates with Now Assist to create automated workflows, drastically reducing resolution time. Learn practical strategies to empower admins and scale efficiency. Ideal for IT leaders seeking actionable ways to accelerate incident management and more. LEAP gives you a jump start to improve efficiency, reduce human errors, and increase scalability.
AI-driven video: A necessity for every process
Video is no longer a “nice-to-have”—it’s a critical high-value asset, increasingly forcing itself on every process in the enterprise. It’s become the new document, only much more challenging to manage. With the flood of video entering organizations, a thorough strategy and powerful technology must be in place to ensure that the value of video is integrated into every business process. AI is the key to making it all possible. Join us to learn how intelligent video can transform your ServiceNow workflows to increase productivity, efficiency, and engagement across the enterprise.
AI-powered customer experience: The new standard for service in the agentic era
Join us for a deep dive into how Generative AI (GenAI) and Agentic AI are reshaping customer service as we know it. These groundbreaking technologies are not just enhancing customer interactions today—they’re rewriting the playbook for future expectations. We’ll uncover emerging trends, explore real-world success stories, and discuss the critical safeguards needed to ensure responsible AI deployment. This session goes beyond theory—expect to gain practical insights into how businesses are already leveraging these innovations to drive efficiency, personalization, and customer satisfaction.
AI Transformation Journey to Achieve High Availability
Comprehensive AIOps solution to achieve high availability and reduce operational risk, cost, and impact. Customer journey starts with a clear understanding of their strategy and the platforms used to manage their IT landscape. The effectiveness of the solution hinges on data quality. Our methodology to improve data quality combined with ServiceNow AI will help you to identify patterns and anomalies. Incorporating Now Assist will recommend a possible solution based on knowledge and historical tickets and Agentic AI will automate actions and resolve issues through natural language processing.
A New Era: Accenture's Journey to Agentic AI
Explore Accenture’s transformative journey with GenAI, from our vision and goals to implementation and lessons learned. Learn how we identified impactful use cases, built a strategic roadmap, and achieved tangible value. This session highlights the progress made and our path forward in shaping an Agentic-powered future.
App-ocalypse now: Banishing "how-to" tickets forever
Even with the most highly tuned environment, apps are too much work. Employees face usage issues resulting in mounting “how-to” Service Desk tickets. In this session, we will explore how DEX-powered digital adoption enables employee productivity beyond break/fix by positioning IT as stewards of technological innovation continuously improving workforce technology.
Building Operational Resilience: Strategies for managing disruptions
Join this Operational Resilience hands-on lab to get expert training on the latest and greatest in Operational Resiliency. Learn the steps to managing the many challenges to resilience, including a framework for prioritizing and monitoring business service dependencies, risks, controls, and impact tolerances. This framework will help measure the ability to, and the speed at which organizations anticipate, respond, and adapt to business disruptions.
Clean Sweep: Delivering life-saving equipment with ServiceNow EAM and FSM
Learn how USME streamlined equipment management through their “Clean Sweep” initiative to reduce excess inventory, improve workflows, and streamline efforts by categorizing parts using ABC methodology. This optimization strategy saved millions in parts costs and enabled efficient equipment reviews leading to optimized inventory levels and closing storage facilities. Standardized cleaning, testing, and repair processes also reduce processing times, guaranteeing partners access to critical equipment when needed.
Completing ServiceNow CRM with AI-driven billing
Agentic AI and The Elimination of Bill Shock - Let’s face it, billing can get really complicated, and knitting billing into the rest of the front-, middle-, and back-office can look pretty scary. But billing complexity shouldn’t be a barrier to adopting ServiceNow CRM and Now Assist. Join us to discover how Aria Billing Cloud, with its agentic AI layer Billie Connect ™, seamlessly integrates with ServiceNow CRM to automate and personalize lead-to-cash-to-care processes with AI-driven precision.
End-to-end Project Management on SPM powers PriceSmart's IT Teams
Join this session to learn how a leading American retailer - PriceSmart, managed internal projects on ServiceNow SPM. Discover their journey of optimizing project planning and enhancing stakeholder engagement across different business functions. In this session, leaders from PriceSmart and their ServiceNow partner INRY, a Cprime company will share insights and best practices on how retail organizations can leverage the power of the platform to change the way teams work.
Simplify to Amplify: Unlocking Scalable Growth with Back to Box
Join Aon and INRY as they share how taking ServiceNow "back into the box" transformed employee experience across 50,000 global colleagues. Learn how Aon tackled platform over-customization to create My Service, a unified self-service portal that saves 5,000+ employee hours and achieves 70% self-service adoption. Discover the five-step formula for a successful ‘back to box’ program that improved Aon's platform health and helped break organizational silos to expand from IT service management to true enterprise service management.
From automated to autonomous: How AI & LLMs are supercharging robotics
In the not-too-distant past, robots were mechanical workhorses built to perform repetitive tasks with unyielding precision—yet limited intelligence. By embedding advanced AI capabilities, robots can understand natural language commands, interpret nuanced contexts, and continuously learn from real-world interactions in ways previously unimaginable. This transformative shift opens a wealth of possibilities. Join us as we explore how the fusion of robotics, AI, and LLMs is redefining what’s possible, and why it’s reshaping industries faster than you might think.
