Knowledge 2025
988 sessions
1st Priority: Is your ServiceNow instance truly secure? Find out now!
Many organizations lack visibility into misconfigurations, security gaps, and compliance risks - often realizing too late that vulnerabilities exist. We'll show you how to assess your instance’s security and improve your overall configuration with guided insights. Whether you're a security lead, platform owner or an admin, this session offers actionable takeaways to protect your platform. No Buzzwords, just real-world strategies to strengthen your defenses. Walk away with a roadmap to turn security insights into action - because "secure" starts with knowing exactly where you stand.
360 Exchange: Ask the Experts on how to get up and running with ServiceNow AI agents
Ask the Experts on how to get up and running with ServiceNow AI agents
360 Exchange: Ask the Experts on how to get up and running with ServiceNow AI agents
Join the ServiceNow product team to learn how to put ServiceNow AI agents to work for your organization. This roundtable explores use cases and best practices for enabling autonomous service management, showing you how to enhance efficiency across the enterprise. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: Build an effective roadmap to bolster your organization’s cyber resilience
As cyber threats escalate, it’s critical to predict, prevent, and recover from cyber attacks. Join our experts for a discussion about creating and implementing a cyber risk roadmap that spans the entire lifecycle, from identification and mitigation through to response and recovery. Get guidance on deploying ServiceNow GRC, SecOps, and Vault. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: CMDB and CSDM: Deliver exceptional AI outcomes with a trusted data foundation
Ignite informed decision-making on the Now Platform with the Common Services Data Model (CSDM) and Configuration Management Database (CMDB). Learn proven strategies for successful CMDB implementation, including establishing a robust foundation, tailoring the CSDM, and maximizing benefits by driving adoption. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: CMDB and CSDM: Deliver exceptional AI outcomes with a trusted data foundation
Empower your strategic decisions on the Now Platform with the Common Services Data Model (CSDM) and Configuration Management Database (CMDB). Discover effective strategies for successful CMDB implementation, from establishing a strong foundation to customizing the CSDM and maximizing benefits through widespread adoption. Join this exclusive 360 Exchange tailored specifically for Marquee customers and get a unique opportunity to interact with ServiceNow specialists and peers, engage in insightful discussions, and find solutions to common challenges.
360 Exchange: Everything you need to know to get started on the right track with Now Assist
Learn how to radically enhance productivity and efficiency by rolling out Now Assist across your business. Join expert presenters as they explore proven strategies for deploying and adopting Now Assist innovations, showing you how to put GenAI to work for you. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: Explore Agentic AI use cases for employee self-service with the Virtual Agent
This roundtable will explore cutting-edge use cases where AI Agents handle complex employee inquiries and streamline IT and HR support at scale. Sit with the ServiceNow product team to discuss how AI Agents can potentially automate issue deflection and improve the employee experience. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: Fast-track your Employee Center deployment
Ready to engage and delight your employees with outstanding self-service? Join ServiceNow experts and your peers as we discuss how to successfully roll out Employee Center at scale. Discover leading practices, share challenges, and exchange success stories, lighting your path to implementation success. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: GenAI and Now Assist: Unlocking AI Value Now
You may be closer than you think to leveraging generative AI with Now Assist in your enterprise environment. This exclusive session is designed for Marquee Customers to assess AI readiness and strategize for seamless adoption. Engage in a focused discussion with ServiceNow experts and industry peers to evaluate your next steps, identify key requirements, and gain insights from others on a similar journey. Secure your spot to connect, collaborate, and position your organization for AI-driven success.
360 Exchange: Gen AI, Now Assist and AI Agents: You are Closer Than You Think
You may be closer than you think to experiencing generative AI on the Now Platform. Join this session to discover your readiness for leveraging AI with Now Assist in your own environment. Our experts will guide you in assessing your readiness for generative AI in a small group discussion. Learn what you need to get started and discover where your peers are in their journey as well. Secure your spot now.
360 Exchange: How to grow ITSM's Digital Portfolio Management's value as your CMDB matures
ServiceNow Digital Portfolio Management (DPM) lets you manage your business services, application services, and applications throughout the entire plan, build, and run lifecycle. Designed for service management process owners, this immersive session gives you guidance on how to successfully align your DPM implementation with your current CMDB maturity to maximize value, This 360 Exchange offers an unparalleled opportunity to connect ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: How to successfully implement and roll out Customer Service Management
Ready to start transforming your customer service capabilities with ServiceNow? Join us as we discuss proven implementation and rollout strategies, giving you high-value insights into how to successfully deploy Customer Service Management (CSM) in your organization. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: How to successfully implement and roll out HR Service Delivery
Ready to start transforming your customer service capabilities with ServiceNow? Join us as we discuss proven implementation and rollout strategies, giving you high-value insights into how to successfully deploy HR Services Management in your organization. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: How to successfully implement hardware and software asset management
Discover proven strategies for implementing and rolling out HAM and SAM. Learn from years of experience across many successful implementations and see real-world examples and practical demonstrations. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: ITSM core implementation: Customer insights into success, challenges, and value
What makes an ITSM core implementation truly successful? Learn from real customer implementation experiences, including with UI16 and Service Operations Workspace. Hear about key challenges, what went well, and where additional support was needed. Find out how customers measured value, optimized their rollout, and aligned their implementation with business objectives. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: ITSM core implementation: Customer insights into success, challenges, and value
What makes an ITSM core implementation truly successful? Learn from real customer implementation experiences, including with UI16 and Service Operations Workspace. Hear about key challenges, what went well, and where additional support was needed. Find out how customers measured value, optimized their rollout, and aligned their implementation with business objectives. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: Mastering HR Service Delivery and Customer Service Management
Successfully implementing CSM and HRSD at scale is essential for optimizing HR and employee transformation in large enterprises. This exclusive roundtable connects Marquee Customers with ServiceNow experts and industry leaders to explore best practices for deployment, adoption, and long-term success. Get insights on overcoming challenges, aligning with strategic business objectives, and optimizing workflows at scale. Engage in high-impact discussions, share real-world experiences, and exchange strategies to accelerate digital transformation and drive sustained operational excellence.
360 Exchange: Mastering ITSM, ITOM, SPM, and ITAM: Best Practices for Large Organizations
Ensuring seamless, scalable implementation of ITSM, ITOM, SPM, and ITAM is critical for optimizing operations in enterprise environments. This roundtable connects Marquee Customers with ServiceNow experts and industry leaders to explore best practices for deployment, adoption, and long-term success. Gain actionable insights on overcoming challenges, aligning with business objectives, and optimizing workflows at scale. Engage in high-impact discussions, share real-world experiences, and exchange strategies to accelerate business transformation and drive sustained operational excellence.
360 Exchange: Maximizing Gen AI Power Virtual Agent, Employee Center & Now Assist
Are you ready to take your ServiceNow experience to the next level? Join us to dive deep into the advanced capabilities of Virtual Agent, Employee Center, and Now Assist (powered by Gen AI). Whether you’re an IT professional, business leader, or developer, this session is your roadmap to implementation success. Tailored for practitioners and implementors, 360 Exchange provides a distinctive opportunity to connect directly with ServiceNow experts and peers. Prepare to delve into open dialogues, share invaluable insights, and collectively explore solutions to common challenges.
360 Exchange: Optimize the agent experience in ServiceNow
Learn how to create seamless, intelligent, and efficient agent experiences. Join ServiceNow experts for an interactive discussion on optimizing the agent experience and increasing engagement by deploying ServiceNow capabilities such as Agent Chat, AWA, record page optimization, recommended actions, accessibility, and usage analytics. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: Platform Owner Round Table: Customizing ServiceNow avoiding technical debt
ServiceNow gives you the power to customize out-of-the-box applications and create your own custom applications. But when should you customize, and when should you configure? Join our experts for a discussion on customization best practices, including when to customize, how to avoid upgrade issues, and how to address existing technical debt. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: Platform Owner Roundtable: Aligning stakeholders and implementation partners
Creating a successful ServiceNow roadmap takes more than technical planning—it’s about engaging stakeholders, managing expectations, and ensuring organizational buy-in. Join our experts to learn how to align business and IT teams around common objectives and actionable roadmaps. Get valuable insights into governance, communications, and resource allocation strategies This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: Proven implementation and rollout strategies for ITOM AIOps
ITOM AIOps predicts and prevents service outages, and reduces MTTR. Get expert insights into effectively deploying and managing AIOps by joining us for one of these discussions:1) Event Management, 2) Service Reliability Management, 3) harmonizing Observability and AIOps, 4) Health Log Analytics, or 5) monitoring applications and infrastructure with ACC. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: Proven implementation and rollout strategies for ITOM Visibility
ITOM Visibility delivers comprehensive infrastructure and service visibility that fuels key IT processes. Get expert insights into deploying ITOM Visibility by joining us for one of these “getting started” discussions: 1) discovery, 2) service mapping, 3) certificate management, 4) tag governance, 5) discovering Kubernetes, or 6) which cloud discovery should I use? This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: Securing your ServiceNow instance & strengthen governance in the new age of AI
Data security and strategy are more critical than ever, especially when it comes to ServiceNow. This session will show you how to both secure your ServiceNow instances and create a clear, future-proof data strategy. Learn to optimize data management, ensure compliance, and secure sensitive information across the platform. Leave with the tools to protect your system and leverage data as a strategic asset.
360 Exchange: Tap into the Power of Your ServiceNow Impact Solution
If you’re an Impact customer, learn how to use Impact to maximize the benefits of your ServiceNow platform, drive organizational efficiency, accelerate innovation, and set yourself up for ongoing success. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: Tap into the Power of Your ServiceNow Impact Solution
If you’re an Impact customer, learn how to use Impact to maximize the benefits of your ServiceNow platform, drive organizational efficiency, accelerate innovation, and set yourself up for ongoing success. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: The inside scoop on how to successfully deploy SPM
Get ready to elevate your organization’s performance with ServiceNow Strategic Portfolio Management (SPM). Join us for an enlightening discussion as experts share tips and tricks for a seamless deployment. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: Using CMDB Data Manager to establish a trusted data foundation
CMDB Data Manager policies let you implement effective governance that increases the reliability and accuracy of your CMDB data. Join us for this interactive roundtable to discover how other customers are using Data Manager. Share your own use cases, whether that’s archiving stale server CIs, retiring computers, or something else. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
360 Exchange: Where Vision Meets Velocity: Meet and Learn from the AI Pacesetters of 2025
The AI Pacesetter Awards celebrates organizations that have led the way putting ServiceNow AI to work by aligning to the Enterprise AI Maturity Index. Join the winners to hear their AI transformation vision and how they delivered extraordinary outcomes. Get practical insights into how they set up their AI project team, overcame challenges, and established effective governance. This 360 Exchange offers an unparalleled opportunity to connect with ServiceNow specialists and your peers, engage in open discussions, share key insights, and explore solutions to common challenges.
3CLogic: Re-imagine CX and front-office operations with AI Contact Center
Customer support expectations are evolving rapidly —73% demand more personalization, and 81% expect faster service. Meanwhile, businesses are striving to streamline contact center operations in anticipation of an AI-driven future. Join this session to learn how customers today are leveraging 3CLogic and ServiceNow to transform front-office experiences and workflows from advanced GenAI voice self-service to NowAssist-powered live agents to powerful real-time analytics and insights. Two leading platforms – one powerful omnichannel CX solution.
3CLogic: Transforming CX & EX with AI: The future of contact centers with ServiceNow
AI is set to transform contact centers, making them more personalized, efficient, and impactful. Join our expert panel to explore the latest ServiceNow AI capabilities and strategies to drive ROI, enhance customer and employee experiences, and stay ahead in 2025 and beyond. Learn actionable insights to optimize operations and unlock value—whether improving customer interactions or empowering your workforce. This session is a must for enterprise leaders shaping the future of their contact centers.
3 levels of integration design: seamless retrieval of leave balance
Unlock the power of Integration Design! The Now Platform’s integration capabilities are vast, but how do you choose the best approach? Join us for an interactive session where we’ll explore three dynamic integration design patterns (including Remote Tables!), all leading to the same outcome—allowing employees to effortlessly check their leave balance through Virtual Agent. Dive into real-world use cases and discover how to optimize your integrations for seamless employee experiences. Don’t miss this chance to elevate your ServiceNow skills!
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.
4 ways to reduce user errors on Employee Center & Service Portal
Are employees struggling to find what they need in your Employee Center or service portal? A confusing or inefficient portal leads to frustration and lost productivity. In this session, we’ll cover four key areas to enhance your portal’s usability—visual hierarchy, design patterns, concise language, and microinteractions. You’ll walk away with actionable insights to improve navigation, streamline interactions, and create a more efficient experience for your users.
5 unique ways to utilize GenAI in your instance
In this session we’ll cover 5 unique ways that GenAI can be utilized to enhance the user experience of the Now Platform. (Image generation from a catalog request? You bet!) We’ll take a quick look at how each of the solutions are used, the components that make up the solution, and the potential use case for each. By the end of the session, I hope you’ll be inspired to develop your own unique GenAI solution. Join me and let’s dive into the world of GenAI.
60分でServiceNow AIの「基本」と「可能性」を学ぶ - What is Now Assist / AI Agent?
日常生活に浸透してきたとも言える生成AIの仕組みと、それを元にServiceNowが提供する Now Assist / AI Agent の基本情報や今後の展開を、講師が実演も交え、できる限り分かりやすい言葉でお伝えするとともに、ServiceNow のAIテクノロジーを活用した学びからスキル、キャリア開発を促す「ServiceNow University」をご紹介します。
80% faster account onboarding with ServiceNow TPSM and Service Bridge
Lenovo, a leading global technology company, revolutionized customer experience using ServiceNow Technology Provider Service Management (TPSM) with in Morphis. By deploying curated onboarding playbooks, seamless integrations, and automation, Lenovo achieved 80% reduction in customer onboarding time, 60% reduction in service request MTTR, as well as 360° customer visibility for billing, SLAs, and cases. This transformation streamlined workflows, enhanced SLA performance, and delivered a proactive, customer-centric service model.
Accelerate case resolution and HR productivity with AI Agents
Discover how AI agents can streamline case resolution, supercharge HR operations, and deliver more personalized employee experiences. In this lab, you’ll learn practical steps for automating repetitive tasks to providing real-time answers for employee inquiries. Dive into hands-on exercises that demonstrate how to reduce resolution times, increase efficiency, and align HR services with strategic business goals. Walk away equipped to build AI-powered experiences that give your organization a competitive edge in a rapidly evolving workplace.
Accelerate IT & security automation with ServiceNow + Tanium
Organizations are moving beyond Generative AI to Agentic AI. Tanium and ServiceNow are transforming IT and security operations with autonomous workflows that boost efficiency and accelerate outcomes. By integrating Tanium’s real-time data and ServiceNow’s AI-driven workflows, teams can resolve incidents in hours, not days, reduce risk, and drive confident automation. Join us to explore the future of autonomous IT and Security operations.
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.
Accelerate productivity through agentic workflows
AI agents are disrupting the ways we work. Organizations are tapping into the power of agentic AI to realize massive productivity gains through reduced resolution time and accelerated time to value. Join this session to learn from our workflow automation product team what is in the roadmap for Workflow Studio, and how we are transforming workflows through the power of AI agents and operators using flows, subflows, and actions.
Accelerate value: Smarter learning for faster implementation
In today’s fast-paced business environment, organizations must equip their workforce with the right skills to maximize the value of ServiceNow. ServiceNow University offers tools to drive immediate learning impact, with microlearning enhancing retention and skill acquisition. This approach enables short, focused training, increasing engagement and unlocking pathways to ongoing learning. By leveraging microlearning and the new assignment tool, organizations can accelerate skill adoption, track progress, and drive faster value realization from ServiceNow.
Accelerate vulnerability exposure response with Agentic AI
Automatically monitor CISA KEV for newly exploitable vulnerabilities, track remediation progress, and provide SLA compliance insights. Ask questions in natural language to streamline vulnerability management and improve security efficiency with this powerful agent that accelerates response times.
Accelerating AIops-driven modernization in infrastructure services
In today's IT landscape organizations are modernizing their infrastructure to stay competitive. This session addresses the integration of legacy systems with cloud-native applications and the optimization of workflows. We'll introduce a modular architecture and explore how AIOps, powered by agentic AI, can inspire smarter workflows, boosting productivity and efficiency while ensuring seamless integration and continuous improvement. Practical methods for measuring success and ROI will also be discussed. Join us to discover how AIOps, enhanced by agentic AI, can transform your IT infrastructure.
Accelerating asset management with ServiceNow: Alvarez & Marsal delivers success
Explore how Alvarez & Marsal—trusted for value creation and solving complex client issues—partnered with NewRocket and leveraged the power of the ServiceNow platform to navigate the complexities of hardware & software asset management. Understand their innovative, deliberate approach to integrate internal systems, create dynamic dashboards, automate provisioning, enhance operational analytics, and generate time & cost savings. Learn how A&M turned challenge into success.
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.
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.
Accelerating practical AI with ServiceNow
Telcos want to accelerate digital business transformation with AI but limited cross-functional adoption and lack of readily deployable use cases hold them back. Prodapt's Practical AI solutions on ServiceNow solve both problems at once. By leveraging the single-data model, unified ServiceNow platform, enterprises can reach into every system, task and department to tap enterprise-wide data and intelligence. With Prodapt's Telco AI Agents working with human-in-loop autonomy, enterprises can fast-track transformation, make operations opex-light and efficient, and elevate experiences.
