Sessions
4863 sessions, 88 canceled
From siloed to seamless: How CRM is shaping the future of tech providers
Put AI to work and transform your tech provider's journey into a profitable anything-as-a-service business. In a rapidly evolving and competitive landscape, leveraging AI to drive growth, lower costs, and reduce risk requires seamless workflows across the entire XaaS value chain. Join us to hear from industry leaders as they share insights and strategies for harnessing AI to power the future of XaaS growth. Get inspired to unlock new possibilities - and stay ahead.
Spotlight on the Telecom industry
Put AI to work to drive innovation and growth in telecom. In this new era, success depends on a digital-first foundation that connects people, processes, and data to accelerate transformation. AI empowers telecom providers to optimize operations, enhance customer experiences, and unlock new opportunities. Join leading Telcos as they share their vision for the future—a future fueled by AI and digital optimism. Discover how to stay ahead in a rapidly evolving industry and transform your entire service lifecycle with AI at the center.
Delivery team roles and responsibilities; Who is in charge of what?
Demystify who should be in charge of what by defining clear roles within your delivery teams, regardless of which delivery methodology you subscribe to. Be it agile, waterfall, hybrid, extreme programming, or other, having clearly defined lanes for each member of your delivery team ensures success. Stop wasting time duplicating efforts and increase customer satisfaction for your delivery when nothing falls through the cracks.
AI Agents in HR: Smarter workflows, stronger governance
Discover how ServiceNow's AI Agents revolutionize HR by automating workflows, enhancing employee self-service, and enabling smarter talent decisions. Learn practical strategies for implementing governance frameworks that ensure responsible AI deployment, balancing innovation with compliance and data security. Join us to explore how AI agents can streamline HR operations and empower employees, all while future-proofing your organization.
Finance and Supply Chain: Transform operations with the ServiceNow AI Platform
Few areas of business have faced more pressure to transform than the finance, procurement, and supply chain teams. Yet most are stuck managing these critical functions with manual activities and disconnected processes that sit on the same old silos of point technologies and costly legacy systems. Learn how ServiceNow is simplifying how to purchase products and services, replacing forms to fill with AI-guided conversational intake, streamlining collaboration across supply chains, and ensuring payments are accurate and on time - all using a single AI platform for business transformation.
How USI is increasing productivity and efficiency with AI Agents for ITSM
In today’s fast-paced business environment, organizations face mounting pressure to optimize efficiency while delivering exceptional employee experiences. Join us as we showcase how USI made their IT service management more strategic by increasing productivity, self-service, and deflection rates, while improving the employee experience with the help of Generative AI. In this session, you’ll learn the following: 1\. Why they chose Now Assist for ITSM 2\. How easy it was to implement 3\. How the ROI allows us to be more strategic 4\. What’s next? (AI Agents)
Now on Now: Our personalized AI Assistant for the enterprise
At ServiceNow, we know today’s workforce needs AI that securely streamlines daily tasks, automates workflows, and delivers instant, context-aware insights. That’s why we said goodbye to traditional search and redefined the way employees, customers, and partners get work done with an enterprise-grade AI assistant. Join us to see how our AI assistant platform transforms productivity, reduces friction, and drives more intelligent decision-making across the enterprise
PayPal: From HRBPO to in-house, redefining HR with methodology-based improvement
Join this session to learn how PayPal is leveraging Lean Six Sigma principles to standardize HR processes and enhance employee experience. By transitioning from an outsourced-driven to an in-house HR model, they're building on their success with the Employee Central portal and HRSD-powered case volume reduction. Learn how PayPal plans to handle Tier 1 cases internally using agent-facing knowledge for improved knowledge transfer. Tune in to discover how you too can reimagine your HR model for greater resourcing capacity and tangible value outcomes.
Power AI-driven workflows with Zero Copy Connectors
Discover how ServiceNow’s Zero Copy integration provides seamless access to data without duplication from Databricks, Snowflake, BigQuery, and more—made possible by our partnerships. Discover how our Zero Copy connectors, part of Workflow Data Fabric, unify data to fuel AI Agents with real-time insights. You'll learn about best practices, access control, and direct Glide integration—all without replication.
Transforming HR Service through thoughtful HR Service Delivery implementation
Learn how the Lennar team rapidly transformed HR services with a thoughtful delivery strategy. We focused on key enablers of success through a phased approach, emphasizing knowledge, portal design, and seamless interactions through services and targeted, personalized notifications. In our first year, we will move from limited measurement capabilities to achieving 90% CSAT and 90% SLA delivery timeliness while consolidating services to a 1Lennar approach. Discover how we achieved these outcomes and how you can apply similar strategies to drive transformation in your organization.
Unleashing AI operations: Empowering Enterprise transformation
As an application owner, which would you like the serenity that comes with knowing that 90% of your events, alerts and incidents are detected and remediated before becoming a Major Incident, 50% of detected those events have an automation component associated with the remediation, and that you have realized a 25% reduction in your Mean Time to Detect (MTTD) & Mean Time to Resolve (MTTR)? At USAA, we are adopting more effective IT Event Management Pipeline (EMP), Event Best Practices, and end-to-end AIOps Process while setting ambitious goals to meet AI Operations targets!
Who let the agents loose? Managing AI autonomy in the enterprise
As AI agents grow more autonomous and seamlessly integrate into workflows, organizations must look beyond the technology itself. This Think Big discussion will prompt the audience to explore the broader implications of Agentic AI and consider key questions, including: What new possibilities emerge when these agents take on more responsibility? How will workforce roles evolve, and what new workforce skills will be required? What are the challenges and opportunities of change management? And how do we navigate critical concerns like data privacy and regulation?
Mastering AI governance to accelerate AI outcomes
In the fast-paced world of AI, ensuring robust governance is crucial to unlocking AI outcomes in the enterprise. Join us in this session as we delve into how organizations can align any AI with business goals, streamline implementation workflows, measure real impact, and enforce compliance—all from a single platform. Gain insights into how to build trust to achieve velocity at scale, establish proactive guardrails, and accelerate value delivery while managing risk. Whether you’re an emerging AI Center of Excellence or a seasoned Technology veteran, learn strategies to master AI governance and lead your organization into the future of intelligent innovation.
Accelerating with Partners: The Engine Behind Your Transformation
Behind every successful transformation is a force multiplier: a partner who knows your business as well as their own. From deep industry knowledge to hands-on platform expertise, they know how to architect scalable business transformation, purpose-built to turn ambition into action. Join Erica Volini for a step-by-step process of working with partners, and see how the combination of the ServiceNow platform and partners drives faster time to value, smarter innovation, and better business outcomes—at scale.
Empower the CISO’s organization with AI Agents
Enabling your security teams to combat escalating cyber threats and leverage emerging technologies like AI Agents is crucial for business success. Explore how ServiceNow's Now Assist for Security Operations can revolutionize your security approach, empowering your CISO's organization to navigate the complex cyber landscape with confidence and resilience.
Goodbye digital transformation, hello AI-first business transformation
Perhaps we got digital transformation wrong this whole time. Instead of focusing on the transformation part, we did a lot less transforming and a lot more digitalization. Instead of seeing digital as a new paradigm for our business, we over-indexed on digitizing legacy models and processes and modernizing our existing organization. The intelligence revolution means we need to challenge our fundamental assumptions about how we think about our business, how we work, and how we measure success. This session will explore how enterprise wide transformation.
Day 2 Keynote: Uniting AI, data, and workflows across every corner of your business
Where’s the AI utopia we were promised? It’s a question many are asking—and in this keynote, we’ll show you the answer. Join Amit Zavery, ServiceNow CPO and COO, for a real-world look at how AI is transforming work today, not someday. Hear from customers and product leaders as they reveal how ServiceNow unites AI, data, and workflows on a single, enterprise-grade platform—delivering speed, scale, and real results.
Reimagining urbanization: The role of AI in building smart cities of the future
Smart cities are redefining urban living through AI, IoT, and real-time analytics—but resilience is key. As rapid urbanization and climate events intensify, governments and businesses must collaborate to optimize resources and strengthen infrastructure. ServiceNow accelerates this transformation with a workflow data fabric, AI-driven solutions, and cross-sector innovation. This session explores research and case studies from EMEA and APAC, showcasing how ServiceNow powers smarter, more connected cities.
The transformation imperative: Building your own credibility in the AI era
IT leaders have been under pressure for decades to show value to the business. Historically that has come in the shape of cost-out and productivity targets. But no longer. This is the moment IT leaders have been waiting for. Technology has matured to enable true cross-functional collaboration that drives tangible, measurable, real-dollar value to their organization. Leaders can solve real business challenges, build trust with colleagues across the organization, create momentum and become true change agents in service of their brand. Advances in AI capabilities (agents, text-to-code, knowledge creation, case summarization, RPA, process mining, etc.) now provide a suite of tools that enable colleagues to go faster, do more with less, and reduce operational cost. Join this Think Big discussion where Kevin Barnard, Deputy Chief Innovation Officer, who enabled regulatory compliance for a major financial institution using the Now Platform prior to joining ServiceNow, shares why building credibility across the organization is an imperative in the AI revolution.
Transforming Operations: Bosch's Journey to Enterprise-Wide Integration
Join this session to learn how Bosch, a leading global supplier of technology, leveraged ServiceNow to transform its operations- from global business services to digital services. Discover how its enterprise-wide integration of, global business services (GBS), IT, and Operational Technology (OT) Service Management led to increased efficiency, cost savings, and a robust ecosystem driven by automation and AI. You'll hear directly from a Bosch executive about key lessons in cross-platform adoption and the strategies that drove these remarkable results!
3 Ways to Accelerate Quoting, Contracting, and Renewals
Join this session to learn how you can use ServiceNow Sales and Order Management to make it faster and easier for your sales reps to create compliant quotes. We’ll show you how leading brands use ServiceNow to create a centralized product catalog that powers sales interactions, simplify the quoting experience for sellers, and seamlessly pass details downstream to order fulfillment. You’ll leave with practical tips to reduce your time to quote, order fallout, and revenue leakage.
Bath and Body Works and Vail Resorts: Empowering Seasonal Workers for Success
In the fast-paced world of retail and hospitality, seasonal workers are essential to meeting peak demand. Join Bath & Body Works and Vail Resorts for an insightful discussion on how ServiceNow transforms seasonal worker experiences through streamlined onboarding & offboarding. With personalized touchpoints and automated tasking, discover best practices for attracting and retaining talent, driving efficiency, and mitigating risk – ensuring both employees and the business thrive during the busiest seasons. Don’t miss this session to learn how your organization can become the employer of choice!
Elevate Field Operations: Simplify, Automate, and Collaborate
Explore how Field Service Management can help simplify resource allocation, automate repetitive tasks, and facilitate third-party collaboration. In this session, you will learn about specific features of Field Service Management and how they can help you drive workforce productivity and improve service delivery, empowering teams to exceed customer expectations.
Optimize exposure management with Security Posture Control
Organizations struggle to get visibility into asset exposures consisting of unmanaged assets and security tool coverage gaps and also invest time in fixing low-impact vulnerability exposures or misconfigurations due to lack of visibility into available security controls or mitigations. Learn how Security Posture Control helped Federal Home Loan Bank of New York gain insights into the coverage and configuration of their security tools, automate workflows to fix any gaps, and prioritize vulnerabilities by using intelligence on security controls such as endpoint protection.
Put AI to work for Life Sciences with ServiceNow and Merck
Life Sciences leaders are consistently faced with pressure to bring life-saving treatments to market safely and efficiently. ServiceNow’s AI platform for business transformation helps remove the complexity around this difficult process, allowing scientists to focus on science in the lab, further streamlining other company operations. Join this session to hear how global biopharmaceutical leader Merck is partnering with ServiceNow to innovate their Operational Technology (OT) Management processes.
Solution Keynote: ServiceNow AI Platform and App Development
AI is only as powerful as the platform it’s built into. That’s why the ServiceNow AI Platform is designed to help organizations lead through this AI revolution—with out-of-the-box and custom AI Agents, built-in governance, and the ability to connect legacy apps into agentic workflows. You’ll hear from Canada Life on how they’re putting this into action—boosting productivity and driving transformation at speed.
Innovate without compromise: the right platform deployment and security options for you
Innovation is only as good as the environment it operates in. Customers in highly regulated industries must ensure compliance regulations are met regionally, before setting out on innovation journeys. ServiceNow proudly offers degrees of sovereignty; from cloud deployment options to platform security enhancements, designed to meet customers where they are. Attend this session to find out more about your sovereignty choices -- and how to innovate with confidence, and without compromise.
Now on Now: AI agents – the smarter, faster, and more autonomous future of IT #2
AI-powered automation is redefining IT operations, making businesses more agile, efficient, and self-sustaining. In this demo session, discover how AI agents proactively resolve issues, streamline workflows, and revolutionize IT service delivery—creating a frictionless digital ecosystem for your enterprise.
Modern Methods of Building Service Maps
This lab explores modern service mapping methods that accelerate and simplify map creation. Participants will learn how to use Tag-Based Service Mapping to build service maps automatically from cloud and Kubernetes metadata, and how ML-Based Service Mapping infers service boundaries using CMDB and Discovery data. The session will cover how to refine machine learning suggestions and combine these approaches with traditional mapping to improve accuracy and resilience in dynamic environments. Key Learnings Service Mapping CMDB
Streamline DevOps with SRM: Achieving cost efficiency and operational excellence
Albertsons DevOps team moved notification and paging services from PagerDuty to ServiceNow resulting in hard cost savings by eliminating 800 licenses. Other benefits include streamlining product lifecycle, eliminating redundant processes, reducing complexity, and enhancing security with Service Reliability Management. Governance also increased by enforcing the use of existing services from the CMDB and requiring new teams to be created by an administrator. This approach ensures consistency, control, and compliance across DevOps activities which fortified the security and reliability.
Health and Safety roadmap: Redefining workplace safety with AI and automation
Are you ready to revolutionize your health and safety operations? Join the ServiceNow product team as they unveil the latest roadmap that will reshape how organizations manage employee safety and wellbeing. Explore cutting-edge innovations designed to streamline safety processes, enhance operational efficiency, and foster a proactive culture of safety. Discover how AI-powered tools and automation will empower your team to manage incidents, reduce risks, and make data-driven decisions to protect your employees' wellbeing.
Building for the future: A blueprint for success with Workplace Service Delivery
Get ready to hear how a $60 Billion insurance company in the City of London transformed their relocation journey by leveraging Workplace Service Delivery and Impact to help deliver a successful move to their iconic new headquarters. By embracing their purpose at the heart of the transformation they streamlined operations and improved resilience. Using real-time data from people and temperature sensors, they improved the employee experience, and enabled data-driven decision-making. Learn how their PIC Now App, built on Employee Center was instrumental in turning complexity into simplicity.
Enhance employee wellbeing with a unified health and safety experience
Discover how to prioritize your most valuable asset—your people—by enhancing wellbeing and driving efficiency through seamless health and safety experiences. Learn how streamlining and automating critical safety processes can help reduce costs and create a safer, more positive work environment. Plus, hear from The European Bank for Reconstruction and Development about how they’ve successfully leveraged ServiceNow to improve worker safety and boost operational efficiency.
From forklifts to coffee machines: Elevate facilities management with ServiceNow
Join us for an engaging session with Accenture as they share how they transformed their facility and asset life cycle management processes with ServiceNow, streamlining room and asset reservations and boosting employee satisfaction. You’ll hear the amusing tale of tracking Nespresso machines and get a glimpse into their future vision with Generative AI. Walk away with a deeper understanding of how ServiceNow’s AI-driven approach to facilities management optimizes end-to-end real estate and asset lifecycles, reduces downtime, and enhances operational efficiency.
Proactively manage and streamline Health & Safety experiences
In this hands-on lab, you’ll be guided through best practices for configuring and implementing Health and Safety to effectively manage workplace incidents and risks. Using purpose-built properties and flexible configuration options, you’ll learn how to tailor the solution to your organization’s needs, ensuring a fast-paced, scalable implementation. By the end of this lab, you’ll be equipped to stay aligned with evolving safety regulations and proactively manage health and safety needs across your organization.
Using Workplace Service Delivery to enable return to office at U.S. Bank
With Return to Office becoming a reality at the beginning of 2024, U.S. Bank realized it did not have the technology in place to help support our employees with the transition. We Now have over 25 hub sites available for placing reservations across desks, offices, and conference rooms. Employees can Now make recurring reservations, view restricted floors, or reserve on behalf of colleagues from Employee Center and Now Mobile. Additionally, employees can get step-by-step walking instructions to find their reservations via Now Mobile!
Workplace Service Delivery roadmap: Modernizing workplace experiences and operations with AI
Learn how AI is reshaping workplace operations and employee experiences in practical, measurable ways. We'll walk through upcoming innovations that help you reduce costs, improve space utilization, and create better workplace experiences. See how ServiceNow is embedding AI across Workplace Service Delivery to help you stay ahead of facilities issues, match workspace to how people actually work, and make data-driven decisions about your real estate investments.
Leveraging Agentic AI to supercharge core business operations
Join us for a roundtable session to discuss how AI can transform Business Operations. You'll have the opportunity to engage with leaders like you to discuss how AI drives innovation, creates measurable impact, and demonstrates the value of core business operations. We will share a perspective of AI in shared services and the role of ServiceNow in driving and measuring enterprise-wide business operations. Come ready to share insights and collaborate in this workshop-style session focused on maximizing the potential within your organization.
Transforming HR, Procurement, Finance and Operations with ServiceNow
Explore how CEMEX’s Global Enterprise Services (GES) is broadening its scope beyond IT to streamline HR, procurement, finance, and operations. This session highlights how ServiceNow’s AI Platform supports over 43,000 employees, 60,000 suppliers, and 50,000 customers across 60 countries. Discover how GES implemented a Shared Services Architecture to integrate multiple platforms to deliver a unified experience for employees, customers, and suppliers. Gain practical insights into fostering stronger partnerships between IT and business to achieve tangible results in global enterprise operations.
HRSD roadmap: Supercharge the future with new AI, HR, and Talent innovations
Join the ServiceNow product team as they unveil the cutting-edge roadmap for revolutionizing the employee experience. Explore groundbreaking AI, HR, and talent innovations designed to supercharge productivity, streamline processes, and transform employee experiences. Discover how AI agents will help your people work smarter, faster, and more efficiently.
Visa: AI-powered HR experiences for everyone, everywhere
Don't miss this session on how Visa is putting AI to work for advisors and HR support teams across their organization. With Now Assist for HR, employees can easily find answers through a frictionless portal experience, while transactional tasks are eliminated for agents with case summarizations, automated resolution notes, and knowledge article generation right at their fingertips. Visa isn't just improving experience – they're creating smarter, more resilient operations. Join us to envision how AI can empower meaningful, high-value work at your organization too.
Amazon Business teams up with ServiceNow to automate the business buying process
Streamline the business buying process through the integrated power of Amazon Business and ServiceNow®. This session discusses how their collaboration connects key Amazon Business features—Integrated Search and Ordering, Punchout, and Hosted Catalogs—directly within the ServiceNow Sourcing and Procurement Operations solution. Learn how to effortlessly search and select products, manage approvals, and ensure compliance with organizational buying policies, all within the ServiceNow environment.
ServiceNow IRM journey to 360 view on risks and controls
HEINEKEN's journey to simplify and integrate GRC tools with ServiceNow IRM. This session covers challenges, opportunities, and key highlights like value outcomes, E2E GRC processes, integrated dashboards, user-centric tooling, and flexibility
Taming the Octopus: Managing all of the arms of your integration strategy
Join us for an insightful session where we dive into the best practices for managing the myriad of integrations within your ServiceNow environment. This presentation will guide you through the complexities of integration strategies, helping you make informed decisions on which integrations to use and when. Whether you’re grappling with multiple systems or looking to streamline your processes, this session is designed to provide you with the tools and knowledge to master your integration landscape. If you’ve ever wondered, “How do I decide what integration to use?” this session is for you!
Stream Connect: Revolutionizing Real-Time Data Streaming
Learn how to link your your ServiceNow instance to external systems and Apache Kafka environments to enable real-time data streaming with Stream Connect for Apache Kafka. Join us as we walk through a demo showcasing how customers use it to meet compliance and regulatory needs. Stream Connect's always-on, scalable solution addresses the drawbacks of ingesting high volumes of event streaming data that you encounter with traditional integration technologies, ensuring real-time data integration for quick issue resolution. Learn how this can transform your data management and drive efficiency.
AI-Augmented workflows: Enterprise transformation without endless timelines
In today's fast-paced digital ecosystem, organizations must rethink their workflow strategies to remain competitive. This session explores how AI-driven automation and GenAI-powered process intelligence can optimize ServiceNow workflows, reduce operational bottlenecks and enhance cross-functional collaboration. We will showcase real-world implementations where AI has streamlined ITSM, SecOps and Customer Service workflows, delivering tangible business outcomes.
Data and Analytics Roadmap: The future of AI with Workflow Data Fabric
AI agents are only as good as the data and insights they have access to. ServiceNow’s Data and Analytics capabilities unify data, workflows, real-time analytics, and automation on the Now Platform to fuel AI Agents with the insights they need to take intelligent action across every corner of the business. Join us for this in this roadmap session to deepen your understanding of ServiceNow’s Data and Analytics strategy and hear about how these innovations can transform your business. Learn about the latest enhancements to WDF, RaptorDB, our analytics capabilities, and more.
Workflow Data Fabric Roadmap & Strategy
Workflow Data Fabric is a native data and automation orchestration layer built into the ServiceNow Platform that puts your data to work. Power all your workflows, AI agents and analytics with real-time access to data from any source, all without leaving ServiceNow’s single, scalable platform. Join this session to learn about the latest and upcoming Workflow Data Fabric innovations that will help you navigate enterprise data complexity, enrich workflows and automate across any system and data source with end-to-end governance.
ServiceNow Lens - let your computer screen work for you!
ServiceNow Lens is a visual assistant designed to seamlessly monitor any part of your screen—or the entire screen—and automatically execute preconfigured actions. Ideal for ITSM use cases and beyond, ServiceNow Lens can detect alert/error messages in real-time, raising incidents instantaneously. It ensures round-the-clock application and dashboard monitoring, autonomously taking the right actions to keep your operations running smoothly. Come join an engaging discussion on how ServiceNow Lens can help boost business productivity.
Knowledge After Party
Join us to celebrate an incredible week at the Knowledge after party. Food, drinks, and an epic concert with GRAMMY® winners Leon Bridges and headliner Gwen Stefani.