Sessions
4863 sessions, 88 canceled
Governance & agility: Dominion Energy’s ServiceNow blueprint
Applying ServiceNow best practices and delivering at speed is challenging in the heavily regulated energy sector when you have multiple ServiceNow environments, code freezes impacting priority projects, and the need to unify diverse teams. Dominion Energy, which provides power to 3.6 million homes and businesses, faces these challenges head-on. This session will cover Dominion's plans to derisk its ServiceNow operations as they scale by addressing governance, visibility gaps, and instance inconsistencies and streamlining cloning, upgrades, and manual processes.
How platform owners drive business transformation with ServiceNow Impact
Platform Owners are pivotal to successful Business Transformation within their organizations. Learn what’s important to platform owners in their role and how they leverage their capabilities and the power of ServiceNow Impact to speed up adoption and time to value with the Now Platform. Join this fireside chat with platform owners from organizations with mature ServiceNow implementations to hear how they are leveraging customer success offerings and best practices to aid their transformation journey.
Industry Roundtable: Reinventing work with Agentic AI
Explore how companies are reinventing work by capitalizing on AI, agents, and models to meet the needs of their specific industries. We will cover steps to get started, including building a robust AI and data management foundation, expediting development, innovating and scaling AI solutions. Connect and share insights, challenges, and success stories with peers from FS (cap markets, banking, insurance), Health, Manufacturing, PS, and Telco—focusing on practical applications, use cases, and learning how organizations are achieving new levels of performance by putting AI to work for people.
Knowledge Management roadmap: Put AI to work with Knowledge Management
This session will include a candid review of Knowledge Management in our current Yokohama release and a roadmap discussion outlining our vision for the future of Knowledge on our intelligent platform. You will also learn more about how we are investing in agentic and generative AI, automation and the Knowledge owners to support knowledge base health and effectiveness. Discover how you can make the most of your knowledge efforts and create more helpful experiences for everyone.
Learn how Fannie Mae is using ServiceNow to enable Gen AI governance
Fannie Mae has a robust AI & Gen-AI program to harness the AI & Gen-AI capabilities in support of our mission and the business. Multiple infrastructure environments are setup to enable and manage a large number of Gen-AI use cases across in-house built innovative capabilities, as well as 3rd party products. Establishing a robust governance & control mechanism has been a big challenge for the program teams. We solved this challenge by leveraging ServiceNow's capabilities. Learn about the background and the solution strategy & approach the Fannie Mae team took to solve this important problem.
Nestlé’s value-driven approach to continuous improvement in ITSM
Learn how Nestlé and ServiceNow successfully established a comprehensive value management framework, monitoring and reporting progress of initiatives against IT objectives. Nestlé will showcase how they realized great value from adopting innovations such as Service Operations Workspace (SOW) , Virtual Agent and AI Search. Nestlé’s value-driven roadmap includes native AI capabilities, such as NowAssist and AI-Driven Knowledge Management.
Powering intelligent workflows with ServiceNow ML and SAP
Transform enterprise operations by harnessing ServiceNow's Machine Learning capabilities with SAP business data. Our solution analyzes historical workflow patterns and operational bottlenecks to deliver intelligent process recommendations. Through dynamic performance analytics and real-time process adjustments, organizations can optimize operations while maintaining business context. Experience reduced processing times, improved accuracy, and achieve significant cost savings through automated workflow optimization and predictive analytics.
Reinventing work through Agentic AI
In this session, we will explore how Accenture is helping companies transform their ways of working and reinvent business processes through the adoption of AI agents. We will cover the steps to start leveraging AI for people and scaling it across operations, with the goal of empowering people, upskilling workers, and fostering a culture where both employees and customers can thrive.
Scaling cybersecurity resilience: Achieving DORA compliance across VIG group
Join us to learn how Vienna Insurance Group implemented cybersecurity strategies in 30 countries for operational resilience and regulatory compliance in alignment with the Digital Operational Resilience Act (DORA). Discover the pivotal role ServiceNow played in enabling cyber resilience and regulatory compliance, and how strategies were deployed, scaled, and harmonized across diverse subsidiaries of varying maturity levels. Follow our journey from inception to establishing a fully operational ServiceNow Center of Excellence within a year.
Secure and scale your API ecosystem for the Agentic AI era
APIs are the modern bridges that enable seamless interaction between AI agents, data, and workflows. Scalable API management is critical for controlling API sprawl and unlocking AI-driven innovation with ServiceNow. Join Boomi for insights on fortifying API governance and delivering compliance and security at scale to turn APIs into growth engines for your business. Learn how to centrally secure and manage ServiceNow APIs and drive discovery and governance of third-party APIs for use by ServiceNow workflows and AI agents — all with ServiceNow Workflow Data Fabric.
Streamlining your upgrade process: Leveraging the latest upgrade features
In this session, we will explore the latest features designed to enhance and streamline your upgrade process. From automated testing to skip rules, you'll discover how these innovations can save time, reduce errors, and improve overall efficiency. Join us to learn best practices and get hands-on with features that will help you transform your upgrade processes. Whether you're a seasoned professional or new to the field, this session will provide valuable insights and practical tips to help you make the most of your upgrade efforts.
The dawn of quantum computing: Threat or opportunity?
Quantum computing is poised to redefine the digital landscape, offering both unprecedented opportunities and existential threats to industries worldwide. From cybersecurity upheavals to revolutionary breakthroughs in artificial intelligence, logistics, and financial modeling, quantum computing could either disrupt or elevate enterprises. This session explores how organizations can anticipate quantum-driven shifts, mitigate risks, and harness this emerging technology for competitive advantage.
The future of AI agents: Meet your digital co-worker
AI agents are appearing everywhere, starting to transform the world of work. Soon, computer-use agents — such as web agents — will offer everyone help on mundane, everyday tasks. But what is the next frontier in agentic AI? Can you imagine building and hiring a digital co-worker who will hyper-amplify yourself and your team? This presentation will give you a hint of what ServiceNow AI Research is doing behind the scenes make this happen.
The New CRM Playbook: Modernizing the Front Office with AI & Automation
The Future of CRM is Here—and it’s not just about managing contacts and deals. Companies demand smarter, automated, customer-first solutions that connect front-office operations, support, and service workflows. Join industry leaders as they explore how Microsoft Dynamics and ServiceNow Customer Workflows are revolutionizing CRM modernization. Discover why traditional CRM isn’t enough, how AI and automation drive engagement, real-world use cases, and best practices for implementing a modern CRM strategy.
Toyota: 1 incident. 27 instances. Who fulfills it, and how does it get there?
As Toyota embarked on a journey toward a global mobility future, we struggled with the challenge of providing a cohesive support experience for a growing user base of global platforms that span across multiple companies and 20+ instances. To empower our global teams, we use Service Bridge to build a scalable unified Service Management framework. As a result, we are reducing resolution times and delighting employees across the globe. Join us to learn how we are solving these big hairy audacious challenges through innovative uses of ITSM to deliver business value. Let's go places!
Transform ServiceNow delivery with agentic AI
Agentic AI is transforming productivity by driving deployments and upgrades at lightning speed! Hear from AutomatePro’s CEO and CPO on how AI is re-inventing delivery, releases, and upgrades while letting your team focus on innovation. Learn how companies like NTT Data unlocked 4700% ROI and how the Singapore government revolutionized their ServiceNow operations. Don’t miss this chance to explore how AI-enabled teams are reducing risk, delivering quality at speed, and reshaping the future of enterprise IT. The Agentic AI future is here—are you ready?
Efficiency & Innovation: ServiceNow + Microsoft Partner Success with Lufthansa
Through deep integrations and a commitment to innovation, ServiceNow + Microsoft help organizations boost efficiency, cut costs, and drive productivity. ServiceNow’s automation, paired with Microsoft Azure’s secure, AI-ready infrastructure, empowers businesses to modernize IT, security, and employee experiences. Lufthansa’s VP will join us on stage to share their success story, showcasing how this partnership delivers real-world impact.
What's new in ServiceNow Mobile and how to build engaging apps
In this session, we will dive into the latest advancements in ServiceNow's mobile platform and demonstrate how these innovations empower the development of engaging, user-friendly apps. Attendees will discover newly released features, including AI-powered tools, enhanced mobile forms, and updates to the Mobile App Builder. Through real-world examples and best practices, we’ll provide actionable insights to streamline mobile app development, drive user adoption, and unlock new business potential. Join us to learn how to elevate your mobile apps with the latest innovations from ServiceNow!
Beyond the Algorithm: The Human Factor in the Future of AI
Join visionary AI pioneers and industry leaders for a high-impact conversation on navigating today’s most critical business decisions—through the lens of the _human element_ in the AI revolution. Facilitated by our GVP of Product Research & Insights, this interactive session will dive into the role of humans in the AI era, and where ServiceNow can accelerate value. Together, we’ll explore real-world successes, common challenges, and uncover new opportunities—revealing how a human-centered AI strategy fuels breakthrough innovation, accelerates adoption, and builds lasting trust. Come to share, to learn, and to shape the next chapter of AI-powered enterprise experiences.
Enhancing nonprofit impact with ServiceNow’s Agentic AI
Discover how ServiceNow’s Agentic AI empowers nonprofits to streamline operations, enhance stakeholder engagement, and improve service delivery. Learn how AI-driven automation can free up valuable time, optimize workflows, and drive greater mission impact. Explore real-world success stories and actionable strategies to harness AI for efficiency and innovation. Don’t miss this chance to see AI in action and reimagine the future of nonprofit service!
Unleashing GenAI for analytics: From creation to exploration
Discover how GenAI revolutionizes the way you create and consume analytics. Includes the capability on how to export to PDF. This session explores the latest GenAI capabilities that enable users to generate analytics artifacts and gain insights using natural language. Learn how to create reports, dashboards, and data visualizations, and explore your data interactively. Whether you’re new to analytics or an experienced user, this session will showcase how GenAI simplifies and enhances the analytics process, empowering you to make data-driven decisions with speed and confidence.
Accelerate, optimize and transform your business for less using Now Assist
It’s no surprise that organizations are overwhelmed with the pace of technology and struggling to keep up. We recognized that in our own business, which is why we’ve become a ServiceNow customer – the first managed service provider in Europe to implement our own AI-first platform, with Now Assist built in from the start. Our clients, many of whom deliver critical national infrastructure, have already seen incredible value – with one case type resolved in just 15 seconds down from 7.5 minutes, saving 56 days a year. Hear about our AI journey so far, and the unmistakable impact on clients.
Accelerating Autonomous Operations: The Agentic AI Advantage
Autonomous operations and agentic AI are transforming service management through adaptive intelligence, real-time analytics, and self-optimizing systems. At TechM, we have developed industry-specific AI-based solutions to address key use cases, driving efficient operations with AI-driven root-cause analysis, proactive anomaly detection, and autonomous remediation. Additionally, we enhance customer experience through AI-powered cognitive assistants, contextual automation, and predictive resolution models.
Agentic AI: beyond the hype – are you ready for the reality?
Generative AI is everywhere, and Agentic AI is next, but most enterprises struggle to move from experimentation to impact. AI promises efficiency and automation, yet challenges like workforce disruption, data quality, ethics, and business integration remain unsolved. This roundtable cuts through the noise, tackling key questions: How will AI reshape jobs? How do you turn AI into real business value? Join us for a practical discussion on harnessing AI effectively and avoiding common pitfalls.
Agentic AI for Finance: Unlocking the Power of Domain-Specific AI for ServiceNow
As AI transforms the enterprise, solely using LLMs is insufficient to meet the needs of finance. Auditoria’s finance-specific Specialized Language Model revolutionizes how finance teams work—delivering both autonomous resolution and intelligent collaboration with integration across ServiceNow finance workflows. The agentic AI understands finance intent, context, and process with precision to automate inquiries, streamline operations, and elevate service experience. Forward-looking teams use Auditoria in concert with ServiceNow to exceed SLAs, eliminate repetitive tasks, and improve accuracy.
Agentic AI in ServiceNow: Determining Update Set Quality Before Deployment
The xtype Preflight AI Agent is an Agentic AI-powered validation tool designed to ensure update set quality before deployment. It proactively confirms naming conventions, checks for meaningful descriptions, and detects potential conflicts with update sets. By leveraging LLM and scripted automation, this AI agent helps ServiceNow teams prevent deployment errors and reduce rework. Join us as we demonstrate the real-world application of Agentic AI. We’ll showcase how this tool integrates within the ServiceNow AI Agent framework and explore lessons learned during development.
AI Security Agents: Early Detection & Investigation of Workplace Violence
Early intervention is the best way to mitigate workplace violence. Discover how Bearing is developing and deploying physical security AI Agents to detect, investigate, and promote indicators of potential workplace violence in both customer and employee interactions. Learn how Bearing leverages the ServiceNow data fabric and agentic AI to trigger on potentially undiscovered or unreported behaviors, coach CS and HR agents on next steps, and speed the time to identify and respond to threats.
AI trust in action: better manage risk from code to cloud with Snyk & ServiceNow
AI coding assistants boost productivity—but also introduce security risks. As CISOs and SecOps leaders navigate the AI era, they need security guardrails that provide visibility, control, and governance. Snyk and ServiceNow integrate to secure the full stack, from code to cloud, helping teams fix AI-generated vulnerabilities before they become exploits. Join this session to learn: 1\. Best practices for securing AI-generated code. 2\. How to automate risk management with Snyk & ServiceNow. 3\. Ways to adopt AI security guardrails without slowing innovation.
Altria's sourcing and procurement digitalization with TCS and ServiceNow
Join us for an interactive breakout session to discover how Altria has evolved into a digital-first, insights-driven consumer products leader. Gain valuable insights from an industry-leading CPG giant and explore best practices in sourcing, procurement, and overall business transformation. Learn how TCS partnered with Altria to navigate change, optimize sourcing and procurement operations, and drive a seamless, impactful transformation
BAE Systems' Strategic Portfolio Management (SPM) Agile and Scaled Agile Journey
BAE deployed Strategic Portfolio Management and Agile in 2020 for service optimization, compliance, product management, and project governance to support digital transformation. Learn how Scaled Agile, Agile 2.0, and hybrid provided transformation through delivery of large and complex projects, including end-to-end enterprise M&A ServiceNow (SPM, ITSM) integration. Agile implementation included ServiceNow Agile coaching & Community of Practice supporting 600+ sprints, 50+ Agile teams, and 200 SAFe trainees. 2025 Plans include Solution Trains, Enterprise Agile, and Lean Portfolio Management.
Becoming an AI pacesetter: How to ascend the ladder of enterprise AI maturity
Join this Think Big session for an engaging and interactive session where we explore the journey to becoming an AI pacesetter in the enterprise world. This session will feature a dynamic panel discussion with customers who have successfully navigated the complexities of AI implementation and maturity. We will delve into the critical stages of AI adoption, from initial experimentation to full-scale integration and optimization. Using a fun concept of "Snake and Ladder," we will illustrate the challenges and opportunities that organizations face as they climb the ladder of AI maturity. Participants will gain insights into: * Key strategies for overcoming common obstacles in AI adoption. * Best practices for scaling AI initiatives across the enterprise. * Real-world examples of successful AI implementations. * The role of leadership and culture in driving AI maturity. This session promises to be both informative and interactive, providing attendees with practical knowledge and actionable takeaways to accelerate their AI journey. Don't miss this opportunity to learn from the experts and connect with peers who are paving the way in enterprise AI.
Boost Efficiency with AI-powered Field Service Management
Dive into how ServiceNow's AI-driven Field Service Management (FSM) can transform your field service operations. This session will demonstrate strategies to tackle real-time challenges, optimize scheduling, ensure timely task completion, and cut down operational costs. Perfect for managers, dispatchers, field workers, contractors, and cross-functional teams, you’ll learn to work more effectively and intelligently. Join us for an in-depth look at Field Service Management features, practical configuration experience, and AI-enhanced best practices.
Boost Efficiency with AI-powered Field Service Management
Dive into how ServiceNow's AI-driven Field Service Management (FSM) can transform your field service operations. This session will demonstrate strategies to tackle real-time challenges, optimize scheduling, ensure timely task completion, and cut down operational costs. Perfect for managers, dispatchers, field workers, contractors, and cross-functional teams, you’ll learn to work more effectively and intelligently. Join us for an in-depth look at Field Service Management features, practical configuration experience, and AI-enhanced best practices.
Powering Cyber Resiliency with AI at scale at Merck
Come learn from the Merck EVOLVE program, a multi-year, multi-dimensional program where EY and ServiceNow® partnered together to improve cyber and risk operations, hardware and OT asset management and the CMDB at scale across 140,000 employees at Merck utilizing GenAI capabilities.
From generative to agentic: Build your first AI Agent for CSM
Kickstart your Agentic AI journey in CSM with the foundational knowledge and best practices to confidently build your first AI Agent for Customer Service Management or even your Industry product! Follow along an interactive journey from using generative AI to enhance customer self-service to using agentic AI to boost live agent productivity — ending with how admins efficiently configure and optimize AI Agents to deliver personalized, scalable and customer-centric solutions powered by AI.
CSDM V5 is now available, what’s new?
The vision of CSDM 5 is to mature beyond an IT focus and provide a model that enables the delivery of sophisticated generative AI and business transformation for the enterprise. Version 5 creates a unified model that supports all ServiceNow business units and their "better together" use cases and establishes an Enterprise & Operational Service Model (ESM) that encapsulates the Common Service DATA Model and a Common Service DELIVERY Model.
Deploying AI Agents with Advanced Reasoning: Strategies for the Enterprise
AI agents are the new digital workforce, transforming business operations, automating complex tasks and unlocking new efficiencies. Now, with the ability to collaborate and reason, these agents can work together to solve problems and drive even greater impact. In this session you will learn how enterprises and developers can build and deliver production-ready AI with reasoning capabilities for their business while using the ServiceNow platform. We will also explore how NVIDIA AI optimizes your AI agents across different agentic frameworks.
Driving FinOps Success: ADT’s Software Asset & Cloud Cost Management Journey
Join ADT as they share their transformative journey implementing ServiceNow Software Asset Management & Cloud Cost Management solutions. Explore ADT’s unique perspective as a Platform Owner, detailing the strategic coordination required across ITAM, FinOps & platform teams. Learn how ADT navigated challenges in cost optimization, on-premise license compliance, stakeholder alignment, & operational efficiencies to drive impactful business outcomes. Gain insights on best practices, key lessons learned, and how ServiceNow enabled a more transparent, controlled, & cost-effective cloud environment.
Driving Innovative Service: Rivian's journey with ServiceNow
Rivian leads the way in transportation with exceptional products and customer service. In this session, Rivian will share how they are partnering with ServiceNow to deliver innovative experiences which reflect their brand and drive customer loyalty. Learn how Rivian uses AI to provide conversational support, streamline agent workflows with powerful summarization, and boost productivity by reducing time spent searching for information. Discover how Rivian enhances field service operations Field Service Management, focusing on preventative maintenance, asset management, and work order workflows.
Empowering growth companies with data and knowledge: Verdantas' transformation with ServiceNow
In today's rapidly evolving AEC industry, Verdantas is tackling the complexities of rapid growth with a technology-focused approach that goes beyond the typical industry scope. This session will explore how ServiceNow is transforming disparate support systems into a data-driven, scalable solution. Learn how Verdantas and their partner, CRI, began by improving one area and expanded to fully automate IT, driving remarkable growth and innovation.
Enabling Transformation, Value & Impact
Over the past five years (2020-2025), IT has transformed from a transactional, undervalued function with outdated technology into a strategic enabler of business value. By adopting ServiceNow, the team replaced legacy processes with data-driven efficiency, introducing tools like the CIO Dashboard & automated scheduling. ServiceNow drives decision-making in leadership meetings, executive updates, and planning. Looking ahead, IT will leverage AI, automation, & resource management to enhance governance. This transformation ensures IT operates like a business, strengthening confidence and impact.
From Automation to Autonomy – Agentic AI with ServiceNow
AI is revolutionizing ServiceNow—but not all AI is built the same. RapDev’s AI transformation offering embeds real-time intelligence into IT and business workflows, eliminating manual effort and accelerating decision-making. Coupled with Arlo, RapDev’s 14+ AI Agents, enterprises can automate the tedious, optimize ITSM and ITOM, and drive agility at scale. Join us to see how AI-powered agents can reshape your business, delivering precision automation that thinks, adapts, and evolves.
From siloed to streamlined: Transform your CRM with unified data
Unlock the full potential of your CRM implementation with ServiceNow's innovative approach to bridging front, middle, and back offices. We'll introduce you to strategies for implementing CRM Foundational Data Models that work seamlessly with CSDM V5, empowering you to create scalable, high-performing, and secure solutions without the headache of heavy customization or frustrating upgrades. Whether you're in CRM or focused on a specific industry, these foundational principles will elevate your customer experience and operational efficiency, setting you up for success.
Getting started with agentic AI: identifying and building high-value use cases
Join us while we dive into the essentials for identifying and selecting high-value Agentic AI use cases. We will discuss key considerations and criteria that help determine the best areas in your organization for AI-driven automation. We will also delve into a practical example showcasing automated roadmap generation from a backlog of demand, demonstrating how platform owners can leverage Agentic AI to streamline strategic planning. Come discover the foundational steps and best practices for successfully deploying Agentic AI to maximize the value of your ServiceNow investment.
Going green(field) at a major healthcare organization to prepare for the future
Join this session to hear how a Fortune 10 company reimagined and reinvigorated their ServiceNow platform through a greenfield implementation. The weight of managing complexity across a massive organization and burdened by years of accumulated technical debt led this company to re-think it’s approach. In this session we’ll share lessons learned from streamlining IT operations, modernizing HR service delivery, and providing a unified Employee Center portal experience.
Grid Reimagined: The Digital Transformation of Puerto Rico’s Power Future
Join Crystal Allen, CIO of Luma Energy, as she unveils how LUMA is revolutionizing Puerto Rico’s power grid. Discover how ServiceNow serves as the backbone of this transformation, driving resilience, automation, and sustainability. Modernizing – Upgrading outdated infrastructure with smart adaptive technology. Automation & AI – Enhancing efficiency, stability, and response capabilities. Energy Independence – Reducing reliance on external sources. Resilience – Strengthening the grid for future challenges. Be a part of this forward thinking session on the future of energy in Puerto Rico
Harnessing AI for State and Local Government Services
Unlock government innovation and prepare for the future! Join Pat Snow, former CTO for the state of South Dakota, to explore the transformative power of AI & LLMs in revolutionizing citizen services. See how the ServiceNow platform provides the foundation for agencies to implement intelligent automation, driving efficiency and responsiveness. We'll examine real-world use cases and demonstrate how these technologies are shaping the future of public service delivery. Gain valuable insights to leverage these tools and create lasting positive impact.
How AI agents in ServiceNow drive smarter tech spend decisions
Technology costs are exploding, driven by inflation, rising cloud costs and investments in AI. How do you ensure technology spend delivers measurable value and aligns with business goals? In this session, discover how AI Agents can provide real-time financial insights and recommendations in ServiceNow to reduce costs, enhance performance, and prioritize high-impact investments.
How Deutsche Glasfaser puts AI agents to work in Telecom
As telecom networks become more robust to meet today's demand for unparalleled quality of service, Communication Service Providers are keen to empower their service fault management solutions and ensure the best customer experience for their connectivity products. In scenarios like network outages, service degradation, or customer-reported issues, identifying the technical root cause can be like finding a needle in a haystack. Join Deutsche Glasfaser for this exclusive demo where they define a pilot team of AI agents to help troubleshoot and resolve service issues faster and more accurately.
How Nestlé IT’s data foundation drives business performance and AI readiness
Data is more than just a strategic asset—it’s the lifeblood that connects IT and business. In this session, discover how Nestlé and DXC partnered to create and sustain an integrated, comprehensive IT Data Model. This approach ensures trusted, high-quality data to drive critical business insights while laying the groundwork for future AI-enabled outcomes. Learn how a strong data foundation enhances decision-making, improves operational efficiency, and accelerates innovation in an increasingly data-driven world.
