Sessions
4863 sessions, 88 canceled
How Sunoco Transformed Retail Maintenance Operations with AI and Automation
Sunoco set out to modernize its retail maintenance operations, eliminate inefficiencies and enable real-time collaboration across store managers, home office dispatchers, and third-party contractors. Hear how Sunoco is leveraging Field Service Management (FSM) and the ServiceNow platform to deliver an end-to-end service experience, connecting their internal and external customers on a single system of action. Learn how Sunoco is achieving faster service resolution, providing greater transparency, and gaining full visibility —driving scalability without adding complexity.
Improve complex service delivery with Neuron7's AI Resolution Intelligence
Your service delivery process is complex, and challenges like retiring technicians, scattered insights, and outdated, hard to use knowledge only add to the struggle. These issues slow down resolution times, frustrate your teams, and impact customer satisfaction. In this session, you will learn how Neuron7's AI Resolution Intelligence works with ServiceNow Agents to provide advanced asset diagnostics, intelligent resolution recommendations, and clear step-by-step guided workflows to improve efficiency, empower your team, and create better customer experiences.
Increase productivity with AI-Powered Service Operations Workspace
Resilient services that meet SLAs are key to customer trust and business success. By bringing incident response teams into a unified, AI-powered workspace, organizations can not only boost collaboration, but also enable productivity. Contextual data helps drive rapid identification of major incidents, efficient communication with stakeholders, streamlined resolution, and quick restoration of service quality. In this hands-on lab, you'll gain practical experience with Major Incident Management, On-call Scheduling, and Change Management within SOW, all empowered by NowAssist and AI Agents.
Leading with AI: How Seismic transformed customer service and slashed MTTR
Dive into Seismic's AI journey, where embracing innovation isn't just a goal—it's a mindset. Discover how they're weaving AI into the fabric of customer service, from smart summarization to knowledge base searches, and learn how this forward-thinking approach has slashed MTTR by 25%. Join us to explore how Seismic is turning AI apprehension into empowerment, proving that even small experiments can lead to big wins in efficiency, product quality, and ultimately, customer satisfaction.
Mastering AI Adoption: Streamlining for Unified Business Success
Embracing AI is crucial to maintaining relevance in the modern marketplace. Our session will focus on using AI FlightPath to ensure readiness to integrate AI seamlessly across your organization, focusing efforts on high-priority targets, and creating a unified experience. Learn to scale AI solutions efficiently, boosting operational effectiveness and driving business growth. We'll cover actionable strategies to maximize AI’s impact, transforming challenges into avenues for innovation and a lasting competitive edge. Don't just adopt AI—master it for your enterprise's success.
Mastering AI for Customer Service Implementations
Revolutionize your customer service with Agentic AI. Whether you're exploring initial use cases or refining your approach, we'll guide you through practical strategies for implementation. We'll address critical AI implementation challenges like data readiness and contextual prompting. Learn how to transform your customer service from reactive to proactive, leveraging ServiceNow's AI capabilities to stay ahead in the digital age.
Maximizing Business Value on the Now Platform with DEVSHOP Managed Services
Join Infocenter, a leading ServiceNow Elite Partner, for a roundtable session on how DEVSHOP Managed Services can help you drive efficiency, innovation, and long-term value on the ServiceNow Platform. Discover the power of Operating Leverage and its impact on business outcomes. Hear real success stories and learn how DEVSHOP can maximize business value for organizations like yours. Walk away with actionable insights and strategies that you can immediately take back to your team to drive success.
More Uptime, More Innovation, More Smiles: ITSM, AI, and automation at PepsiCo
PepsiCo is transforming its IT services with a bold vision: a connected enterprise, ticketless IT, and a delightful employee experience across the globe. By strategically introducing ServiceNow capabilities such as Now Assist, Virtual Agent, Service Operations Workspace, and Predictive Intelligence, PepsiCo is harnessing AI and hyperautomation to deliver IT services that bring its vision to life. The result? Fewer tickets, faster resolutions, and a frictionless digital experience at scale. Discover how PepsiCo's support model with zero-touch services is enabling a future-ready workforce.
Operational Resilience - From Critical Operations to Shared Services
Discuss how we manage Operational Resilience across our operations in the ServiceNow platform using multiple ServiceNow capabilities and foundational data. This includes the structuring of our operations from critical operations to shared services creating a common framework for managing and governing our key operations.
Panel: Fueling AI Success: Automating CMDB Accuracy with ITOM Visibility
Data is the fuel for AI success, and a trustworthy, accurate data foundation—your CMDB—is essential. ServiceNow ITOM Visibility solutions empower organizations to automate enterprise-wide visibility across their technology landscape. Join our panel session to discover how current customers Experian, News Corp, and NFP use ITOM Visibility to efficiently populate their CMDB and drive intelligent, machine-powered decision-making.
Panel: Transform Every Corner of your Manufacturing Business
As manufacturers work to navigate supply chain disruptions, operational complexity, sales challenges and workforce issues, AI is emerging as a game-changer. By automating workflows and optimizing processes, manufacturers can enhance efficiency, reduce downtime, and empower their workforce. Join our customer panel as they share how their companies are leveraging ServiceNow’s AI-powered platform to transform their entire businesses.
Put AI to Work in Healthcare
Healthcare is changing, with AI playing a significant role. Amid resource constraints and cost pressures, ServiceNow’s AI Agents, data, and hyper-automation are transforming healthcare operations by streamlining workflows, reducing costs, and improving both employee well-being and patient care. Real-time insights enable faster and smarter decision-making, contributing to operational efficiency. Join us to explore how the Children’s Hospital of Philadelphia have partnered with ServiceNow to Put AI to work in healthcare, improving outcomes for the patients and communities they serve.
Ready, Set, Go! How to fast track your way to Agentic AI innovations
Join us for an engaging and interactive roundtable session designed to empower participants on their AI transformation journey. Guided by DXC consultants, participants will explore effective strategies to overcome AI implementation roadblocks, identify real-world use cases, and develop actionable plans to put AI to work for their people.
Redefining Enterprise Security: Cyber-Physical GRC with Agentic AI on ServiceNow
AI is reshaping the future of work—making cyber-physical security convergence more critical than ever. Join Alert Enterprise to see how Guardian, a native ServiceNow app powered by agentic AI, unifies digital identity, physical access, and IT controls to redefine GRC. Discover how autonomous AI Agents move security from reactive to proactive—detecting anomalies, enforcing policies, and auto-remediating risks across both cyber and physical realms. The future of security is here.
Schwarz Retail Task Management: Redefining Excellence in Operations
Discover how Schwarz optimized retail operations with ServiceNow’s Retail Task Management. By streamlining workflows, ensuring task accountability, and enhancing store performance, this transformation has driven significant operational efficiencies. Learn about the innovative solutions implemented and the measurable impact on productivity and customer satisfaction.
Self-fund Transformation and leverage new AI-enabled Intelligent Workspaces
Unlock AI-driven outcomes & efficiency in business services such as finance, accounting, and supply chain operations with zero disruption from ERP migrations. Rimini Street’s Intelligent Service Blueprints, Built on ServiceNow with Agentic AI, deliver persona-based Intelligent Workspaces, with predictive insights & zero-click automation. Transform operations with role based tailored KPIs and suggestions. Optimize existing software investments and avoid costly, multi-year, million-dollar projects while gaining agility, cost savings and smarter decision-making—real innovation in weeks, not years
Setting a new standard for Student Admissions at The Royal College of Art
ServiceNow with EY teams and The RCA has developed a tailored Admissions solution, applicable to the 24,800 universities globally looking to transform their recruitment processes. Built using CSM with workflow automation and process optimization, enabling organizations to improve efficiency, enhance data management and focus on strategic, high-value decisions. The Admissions process demands rigorous evaluation, effective tracking, and a seamless experience for applicants and staff. Through the Admissions solution, the RCA processed 259% more applications with a 31% increase in quality.
Siemens and ServiceNow: Co-innovating to transform Operational Technology
Discover how Siemens and ServiceNow are revolutionizing complex shopfloor operations through co-innovation. Hear how Siemens transitioned from a ServiceNow customer to a strategic partner focused on enhancing industrial cybersecurity and integrating AI into operational technology management. This session unveils our shared vision that leverages Siemens' Industrial Asset Hub and SINEC Security Guard with the ServiceNow platform. Learn how together we can help you safeguard your industrial estate and minimize unplanned downtime.
Speakeasy customer panel: Making the move to ServiceNow to accelerate Generative AI experiences
In this unique, interactive experience, a panel of your peers will have an open and honest discussion about why they chose to switch from another Gen AI chatbot engagement layer toolset to ServiceNow. Speakeasy panelists will cover a range of topics, including implementation, lessons learned, quantifiable business benefits, innovation opportunities, how they're optimizing their investment in ServiceNow, lessons learned, and more. This informal session will not be recorded or broadcast, so don’t miss your opportunity to attend.
SPM & EA Roadmap: What's New and Coming Soon
Strategic Portfolio Management (SPM) enables customers to continuously align work across teams to various levels of strategy ensuring goals and outcomes are delivered with confidence. Enterprise Architecture (EA) enables enterprise architects to align technology with business objectives, accelerate decision making and model the future state of the IT landscape. Join this SPM and EA product roadmap session to learn about the product vision and get a finger on the pulse of how to transform business.
Strengthen Your Brand with Agentic AI for Marketers
Inconsistent messaging can erode trust and weaken brand identity across the enterprise. When marketing content strays from brand guidelines, it impacts customer perception, sales alignment, and overall brand equity. Tenon’s Brand Guidelines Agent ensures every message—whether email, SMS, or landing page copy—adheres to your brand’s voice, tone, and style. With Tenon and AI-powered recommendations, marketing teams can maintain brand consistency at scale, strengthening customer relationships and reinforcing brand value.
The AI Revolution: Barclays’ Journey to One-Click ServiceNow Success
Barclays was drowning in time-consuming upgrade & patching cycles, spending over 3 months each year trying to keep up with the release cadence. Rolling out new applications and managing multiple delivery streams was slow and required endless manual testing. Enter AutomatePro. With automated testing and GenAI-driven workflows, Barclays now delivers rapid automated testing at “the press of a button”, enabling faster releases, without fear of breaking functionality. Join this session to see how they’re unlocking efficiency, accelerating innovation, and taking control of their ServiceNow journey.
The Strategic Control Center: Orchestrating Enterprise Technologies with Strategic Portfolio Management
In today's fast-paced business environment, a centralized control center is crucial for orchestrating enterprise technologies. This session explores how ServiceNow's Strategic Portfolio Management (SPM) serves as the ultimate control center, integrating with various systems to provide a comprehensive view of enterprise activities. Learn how SPM offers a single pane of glass for strategy execution, asset and workforce management, cost optimization, and AI-driven insights. Discover how SPM enhances decision-making, streamlines operations, and drives innovation across your organization.
Transforming Healthcare with AI: Efficiency, Personalization, Quality Care
In the age of AI, healthcare innovation is centered on two core principles: health and care. AI investments must prioritize people—both care teams and patients. By automating tasks, AI frees up valuable time for healthcare professionals, to optimize patient care and improve outcomes. Join us as our panelists share strategies for leveraging AI to streamline workflows and improve operational efficiency. Discover how you can Put AI to work for healthcare and reimagine service delivery, by giving time back to care providers to focus on what matters most, the patient.
Panel: Revolutionizing employee safety and wellbeing with Health & Safety
Join us for an insightful panel session as ServiceNow customers share their unique adoption journeys and the results they’ve seen with the ServiceNow Health and Safety solution. Discover how these industry leaders successfully implemented and scaled their solutions, using them to create a unified culture of safety that enhances employee well-being, mitigates risks, and improves operational efficiency.
Empowering Nonprofits via ServiceNow.org: EY's ITSM transformation for WaterAid
Discover how EY, in partnership with WaterAid and ServiceNow, is making a global impact through the Partnership for Good grant. Learn how we’re revolutionizing WaterAid’s IT systems in super quick time, underpinned by EY’s ITSM blueprint accelerator. We’re on a journey with WaterAid, driven by employee experience, with a view to help optimize resources and boost IT efficiency. This transformation empowers WaterAid to focus on providing clean water, sanitation, hygiene education worldwide. Join us to see how technology can drive meaningful change and amplify global initiatives.
Unlocking IT Value with AI-Driven Cost Modeling
Discover how our Proven Optics Mapping Agent uses AI to identify unclassified transactions and suggest cost object assignments. With a human-in-the-loop approach, it learns from your feedback to create dynamic mapping rules, streamlining future classifications. Enhance accuracy, reduce manual effort, and transform your financial operations with this innovative technology. Join us to explore its potential!
Unlock Multi-Cloud potential with ServiceNow Cloud Governance Suite
Join our Cloud Solutions roadmap session where Product Management will reveal the new Cloud Governance Suite that brings together cloud capabilities from ITOM, ITAM, and Security Operations in the Cloud Workspace for the Cloud Center of Excellence. Discover how your organization can accelerate multi-cloud governance, automate complex workflows, maintain compliance, and strengthen security posture.
Virtual Agent and Customer Journeys go hand-in-hand at Subway
Learn how Subway partnered up with Capgemini to replace a legacy case management system using ServiceNow CSM with a self-serve web portal – doing away with the typical case forms, and using virtual agent that was designed for each and every customer journey/experience. What’s unique about this virtual agent capability is that only specific customer journeys lead to case creation, while the remaining lead to case deflection with no live agent involvement. Customer satisfaction and agent productivity are at the cornerstone of this remarkable and innovative implementation success.
Securely driving AI-led business transformation
In today’s rapidly changing digital landscape, integrating cybersecurity with the AI platform for business transformation is not just a strategic advantage but a necessity. This session explores the benefits from the Palo Alto Networks cybersecurity platform and ServiceNow®’s business transformation platform to accelerate the adoption of gen AI usage and Agentic AI.
Reimagining onboarding with Servicenow HRSD
Magnit and TCS will share a case study on how they optimized Magnit’s onboarding workflow for contingent workers by implementing the ServiceNow HR Service Delivery module. As part of this implementation, spoke integrations were used and created for the ServiceNow Integration Hub to integrate with third party service providers. ServiceNow is used as an extension of the Magnit Platform, which is the platform that connects Magnit’s clients with the talent that they need. Magnit is a leading company in contingent workforce management serving customers in more than 124 countries.
Transforming Talent: Deloitte's ServiceNow Journey
Discover how Deloitte revolutionized its talent operations with ServiceNow®, replacing a fragmented and highly customized solution. This session will delve into the strategic decisions, integration enhancements, and productivity-focused features that enabled Deloitte to support over 175,000 employees across the US and India. Learn about the challenges faced, solutions implemented, and the significant impact on performance management and employee experience. Join us to explore the future of talent transformation.
AI-driven action: Intelligent automation with BigQuery insights and ServiceNow workflows
Unleash intelligent automation by integrating ServiceNow® and BigQuery. Transform BigQuery's AI-driven insights built on diverse data, into powerful, automated ServiceNow workflows. Enhance key operations like ITSM, customer service, and predictive maintenance through proactive automation. Leverage high-performance, zero-copy integration to instantly move from insight to decisive, data-driven action.
Supercharge employee productivity with Google Workspace and ServiceNow
Let's face it, juggling multiple tools is a drag and slows us all down. Google Workspace with Gemini can help automate tasks like writing and summarizing and enhance collaboration in Chat and Meet. Join us for a theatre session where we will dive into automation, improved collaboration and connecting 3rd party systems like ServiceNow®.
Focus on the Customer: Meijer's Commitment to Frictionless Service
Customers have been a core value at Meijer since the beginning and the company thrives by meeting their customers' needs and expectations. Hear how Meijer is harnessing the power of the whole company to meet their goal of delivering frictionless customer service that spans from physical stores to digital channels. In this session, you will hear how Meijer uses ServiceNow to improve their customer care agent experience, drive efficiency, and deliver a higher level of care.
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.
Dev tools are better together, ServiceNow Studio and Now Assist for Creator
Join the product teams for ServiceNow Studio and Now Assist for Creator to see how they work together to accelerate your productivity as a ServiceNow Developer. Not just for creating and updating records anymore! See how these tools help you get an understanding of your apps, so you can know what and how to change the right parts of the application faster and easier.
Elevate your ServiceNow code: GlideQuery and GraphQL essentials for pros
Ready to take your ServiceNow coding skills to the next level? Join us for an exciting session where we dive into the power of GlideQuery and GraphQL. Discover how GlideQuery can simplify your server-side scripting within ServiceNow with intuitive JavaScript integration, enhanced error handling, and performance optimization. Learn how GraphQL can revolutionize your client-side development with precise data retrieval, unified APIs, and seamless third-party integration. This session is packed with practical tips. Don’t miss out on this opportunity to elevate your code and impress your peers!
Empowering employees: Schneider Electric delivers seamless EX across borders
What if you could significantly reduce HR ticket resolution times and dramatically increase employee self-service adoption while still driving down operational costs? Schneider Electric did just that with ServiceNow HRSD, achieving faster resolution and higher self-service adoption. This session explores their journey to standardized processes, highlighting the resulting improvements in efficiency, cost savings, and employee satisfaction.
Less frustration, more innovation: ServiceNow Studio’s power in action
Happy developers are effective developers—and our team’s story proves it. This session will walk you through how adopting ServiceNow Studio transformed our developers’ workflow, increasing satisfaction and productivity. With features like effortless scope management, robust code/file search, streamlined file navigation, and update set consistency in a unified development environment, our team was able to shift focus from routine frustrations to meaningful work. Join us as we share how these tools not only improved efficiency but also created a happier, more empowered development team.
Solution Keynote: CRM
With the explosion of AI, there is a generational shift in the way companies are selling to and serving their customers. Over 80% of leaders say they plan to adopt AI in customer-facing efforts, but most don't know where to start. Join this session to learn more about ServiceNow's CRM solution is driving faster resolution time, lower case volumes, reduced costs and greater customer loyalty. You'll see the latest innovations from Customer Service Management, Field Service Management and Sales & Order Management and learn how to put AI to work for your customers.
Solution Keynote: Customer Success
How are industry-leading organizations ensuring their technology investments are successful? Discover how ServiceNow customers are fast-tracking success and maximizing the full power of the ServiceNow Platform through AI agents and human expertise.
Solution Keynote: Data and Analytics
The AI revolution presents a critical challenge–AI is only as effective as the data it can access and act on. Join us to discover how ServiceNow’s Workflow Data Fabric is changing the game for enterprise AI by connecting to any enterprise data, surfacing and automating process bottlenecks, reducing costs up to 70% with single-platform integration and automation. You'll hear from our customers about how they are developing and deploying AI agents that can autonomously resolve service issues, handle customer requests, and optimize operations.
Solution Keynote: Core Business Transformation
Business leaders, such as CFOs, CPOs, and CHROs, face growing pressure to reduce costs, simplify operations, and provide better visibility to information that empowers their teams to elevate business results. In this session, discover how ServiceNow’s AI-powered platform revolutionizes business services across key functions like HR, procurement, and finance. By leveraging ServiceNow AI Agents, high value employees focus on the most impactful work, cutting cycle times and producing hard dollar savings. Workflows deploy in months, while reducing reliance on legacy and point solutions.
AI & Public Sector - ServiceNow’s Vision for the Public Good
Join us in shaping the future of public service. This session will explore how AI agents can accelerate mission attainment and efficiency within government operations. We’ll present examples of cutting-edge technology deployments from the private sector, with practical strategies for adapting them to public sector contexts. This session will help you deliver exceptional results under tight timelines and budgets while addressing critical government challenges.
Industry Keynote: Healthcare and Life Sciences
Life sciences organizations are ready to take meaningful action, accelerating drug discovery, transforming clinical trials, and advancing real-world evidence generation. Discover how ServiceNow’s AI Agents are redefining how these companies work across clinical operations, risk and security, research and development, and beyond. Hear from a global pharmaceutical leader on how they are unlocking new efficiencies, breaking down silos, and reducing costs, all in the interest of creating a healthier tomorrow.
Solution Keynote: IT
Enterprise IT is quickly becoming more autonomous and is poised to change how we plan, implement, and experience IT. Autonomous IT allows us to move from reactive to preventive and even self-healing operations. For IT executives, this is a generational opportunity to align IT's evolution with business outcomes while remaining in complete control. In this session, you will hear about our latest innovations and hear from a customer who is seeing results by using AI agents to drive efficiency, resilience, and innovation. You will also see how ServiceNow solutions put AI Agents to work in IT.
Industry Keynote: Manufacturing
Manufacturers are eager to move beyond discussions of innovation and take real action. The manufacturing landscape is changing quickly as AI and automation are driving game-changing breakthroughs, whether it's optimizing commercial operations, engaging frontline workers, or realizing the potential of the digital factory. In this session, discover how ServiceNow is putting its AI Agents to work for manufacturers. Hear from Stellantis on why they selected us as their trusted digital transformation partner to help unlock their full potential
Solution Keynote: Risk and Security
AI is changing the way we work, driving innovation and new revenue opportunities for organizations worldwide. ServiceNow is at the heart of this evolution, enabling efficient and confident adoption of AI. In this session, you will learn how the AI agents in the ServiceNow AI platform for business transformation can help CISOs and their security and risk teams secure the future of the organization, accelerating responsible AI use cases for a more resilient and profitable business.
Industry Keynote: Technology, Media, and Telecom
Technology, media, and telecom companies are the heart of the digital economy—building the infrastructure and services that connect people and businesses that shape everyday lives. Navigating rapidly changing markets while meeting the ever-evolving customer demand for digital-first experiences requires constant innovation to capture new opportunities and create value. Hear from leading TMT companies and their visions for an AI-first ecosystem—one poised to revolutionize experience, unleash operational efficiency, and unlock growth with automation.
