Knowledge 2026
268 sessions
10 Seconds to War Room: Autonomous MIM Response Using SOW & Integration Hub & AI
When a flagship site goes down at Cox Automotive, every second matters. But mobilizing a coordinated response traditionally meant precious minutes lost to manual tasks: creating bridges, paging teams, spinning up communication channels, and documenting in multiple systems. This session reveals how Cox Automotive transformed Lane 1 critical incident response by building a fully autonomous war room that deploys in under 10 seconds—using ServiceNow as the orchestration center of gravity.
160 Developers, 72 Hours, Zero Chaos: The Architecture That Made It Possible
Twice in two years, Hack4Good brought 160 developers together to build production apps for nonprofits. At Knowledge 2024 and 2025, we delivered apps for Technovation and March of Dimes in 72 hours each serving 10,000+ users today. Discover the architectural patterns and governance frameworks that made this possible. Learn how to design apps for massive collaboration, implement flexible governance, and deliver at speed. You'll walk away with reusable templates, governance frameworks, and story-based development structures. Proven patterns you can apply immediately!
Accelerate Business Transformation: Enterprise Modeling and AI-Driven Governance
Is your architecture keeping pace with the demands of a rapidly evolving enterprise? This lab provides hands-on experience with the latest ServiceNow Enterprise Architecture (EA) innovations, focusing on how practitioners can use AI to drive measurable value through precise modeling. You will manage high-velocity application portfolios and automate the rationalization process, as well as use Now Assist for EA and gain practical experience in Enterprise Modeling to visualize the complex relationships between your technology stack, business architecture and Business Process Modeling.
Accelerating Enterprise Innovation and AI-Powered CRM
In this session we will explore how ServiceNow, leveraging the NVIDIA AI Factory reference design, is making it possible for enterprises to create, train and deploy AI solutions across industries. Drawing on real-world case studies across finance, life sciences and more, you'll learn how AI agents, models and workflows work together to drive operational efficiency and improved customer experience.
Activating AI Agents With Workflow Data Fabric: Connect, Integrate, Execute
Join this hands-on lab to learn how Workflow Data Fabric enables you to connect diverse data sources, integrate AI agents, and execute automated workflows. Discover best practices for selecting the right integration technology to build, deploy, and orchestrate agent-driven solutions that enhance data quality and streamline business processes.
AEMC and Release OPs: How To Build a Pipeline and Migrate From AEMC
Are you ready ready to level‑up to ReleaseOps for broader coverageof scopes and code for richer controls, and scale. In this session, we’ll build a brand‑new ReleaseOps pipeline by defining environments, approvals, and change integration gates, then show, step‑by‑step, how to transition safely from your existing AEMC pipelines.
Agentic Workflows in Action: Smarter Automation on the Now Platform
Unlock the future of automation with modular AI agents on the Now Platform. This interactive workshop combines lecture, demo, and discussions to help you master agentic workflow design. Learn how to build connected AI agents, handle prompts cleanly, and balance governance with flexibility. Walk away ready to design, orchestrate, and scale intelligent workflows that deliver real business impact.
Agile Arena Showdown: The Ultimate Enterprise Agile Planning Challenge
Join us for a high-energy team challenge that will put your Agile skills to the test! In this interactive training session, you'll experience the full Agile planning cycle in a competitive and collaborative format using Enterprise Agile Planning (EAP). Throughout the session, you'll tackle four rounds of Agile-themed exercises: • Epic Quest: Uncover hidden treasures and plan your epic journey. • Sprint Showdown: Plan and execute your sprint. • Kanban Kitchen: Cook up the perfect kanban solution. • Retro Remix: Reflect on your experience and improve for the next round.
AI Agent Prompting Tips and Tricks
Learn how to build AI agents that actually get work done. This session covers prompt design fundamentals, managing edge cases that break agent workflows and anchoring agents with the right context and guardrails. You'll leave with practical techniques to improve agent accuracy, reduce hallucinations, and scale agentic automation across your organization.
AI Agents + ITOM: The Fastest Path to Zero-Touch IT
This session shares our experience on building AI Agents to achieve Zero IT Operations under five minutes using ServiceNow AI Agents, ITOM Predictive Intelligence, and Now Assist. Key objectives are to explain you how real-time telemetry was analyzed, correlated with Service Graph topology, and remediated automatically using AI workflows. Key takeaways for you is to include how autonomous operations can prevent incidents, reduce MTTR, and deliver a no-touch IT model using native ServiceNow capabilities.
AI App Development : Vision and Strategy for AI-Powered Development
Vibe coding is everywhere but most tools generate code without understanding your workflows, data, or policies. That's hype. Production means AI agents that build governed applications on a platform designed for enterprise scale. This session cuts through the noise with App Engine's vision, strategy, and roadmap for making vibe coding real: how Build Agent turns intent into working apps, how governance stays automatic, and how your teams will extend workflows and run unlimited applications safely.
AI Control Tower Lab
This workshop introduces the ServiceNow AI Control Tower Solution, focusing on intermediate concepts of AI risk management and foundational elements like AI inventory. Participants will progress through a lifecycle process to govern AI systems responsibly.
AI Control Tower: The Operating System for Enterprise AI Governance
How do you govern AI that moves faster than your approval process? Traditional approaches like review committees, policy documents, and manual oversight weren't designed for the AI era. AI Control Tower is ServiceNow's answer: an autonomous operating system that discovers AI as it appears, enforces policy in real time, protects sensitive data, and proves compliance without manual audits. This session previews the upcoming roadmap for AI Control Tower and how it orchestrates your governance portfolio, including ServiceNow Vault, AI Guardian, and AI Agent Fabric.
AI-Driven App Governance: Smarter, Safer App Delivery
Explore how embedding AI agents into governance turns App Engine Management Center (AEMC) into a single pane of glass for managing the entire application lifecycle. Learn how this approach accelerates development, strengthens control, and drives enterprise-wide adoption through smarter and safer delivery.
AI-Driven Strategies to Leverage LinkedIn in the ServiceNow Ecosystem
In this interactive workshop, participants will explore how to use AI tools and large language models (like ChatGPT) to enhance their LinkedIn presence within the ServiceNow ecosystem. Through guided instruction and live activities, attendees will learn to optimize their profiles, craft compelling content, and grow authentic professional connections. Participants will leave with personalized AI feedback and a 30-day LinkedIn action plan to boost visibility, credibility, and community impact.
AI-Powered IT Efficiency: Stanford Health Care’s Success Story
Join us for an interactive session on Stanford Health Care’s initiative to boost IT efficiency. Learn how Now Assist and AI tools in ServiceNow automate tasks, cut reactive tickets, and foster proactive problem-solving. We’ll share lessons learned, real-world examples, and a roadmap for operational excellence. Discover how we eliminated 30% of tickets and freed staff to focus on building more AI-driven automation. Gain strategies for leveraging ServiceNow, spotting automation-ready workflows, scaling automation, and tracking team contributions.
AI –Powered Security Exposure Management (USEM)
This workshop introduces Unified Security Exposure Management (USEM)—ServiceNow's AI-enhanced solution for managing vulnerabilities, misconfigurations, and cloud/container exposures in one system. Participants will explore how USEM consolidates configuration, reporting, and remediation workflows across all exposure types, while leveraging AI to accelerate prioritization. Through hands-on activities, attendees will use the Security Exposure Management Workspace to gain visibility, prioritize exploitable risks, streamline remediation, and operationalize standardized configurations.
AI-Powered SPM: Try It Yourself!
Calling all Project, Product, and Demand Managers! Ever wish you had an AI assistant to cut through the noise and get insights faster? Join our 90 minutes session to experience a real-world scenario and go hands-on with Now Assist—your new AI sidekick. Learn to summarize feedback, create agile stories from business ideas, and craft polished project updates effortlessly. No buzzwords—just smart, AI-powered magic to help you work faster and smarter.
AI Voice Agents 101 - Configuring Your First Voice Agent
Join us for the first Lab in a three part series. In this hands-on session we will focus on the administration of AI Voice Agents. You will learn about the architecture of AIVA and the tools available for each voice agents to utilize. You will activate an OOB AI Voice Agents that resolves tasks via the telephony channel. Along the way you will become familiar with the AI Agent Studio, customizable voice service preferences, caller authentication, and fall back actions. Finally, put your voice agent to the test - have a live conversation and see if you can stump the agent you just created.
A Multi-Faceted Approach to CI and Asset Discovery in Restricted Networks
Customers struggle with security, regulatory, and/or feasibility issues with installing ServiceNow discovery in regulated networks. APS partnered with KPMG to take a multi-faceted approach to get CI and asset information from these networks safely, securely, and efficiently. Updating CI and asset information for all servers in restricted networks required connecting to third party applications: Tenable and SCCM. It also required the usage of the Portable Agent Client Collector (ACC). Using this multi-faceted approach APS was able to extend discovery successfully into the restricted networks.
A New and Easy Way To Build Analytical and BI Reports Using SQL API
Do you need to build analytical or BI reports with your ServiceNow data using tools like Power BI? The new SQL API, available exclusively to RaptorDB Pro customers, provides ODBC and JDBC drivers that support pushdown SQL queries so you can securely retrieve only the data you need without the need to configure and manage mass data exports or temporary stores. With SQL API you can bring your own analytics tools to ServiceNow. During this session, product management and engineering will provide demos and answer your questions.
An Intelligent Assistant for NIST: Transforming GRC Evidence Management
Managing NIST compliance often means chasing evidence across 100+ complex requirements—a manual process that slows teams and burdens respondents. What if AI could streamline it all within ServiceNow? This session introduces our NIST AI Assistant, built natively in GRC Evidence Management. See how it translates complex controls into clear evidence requests, provides real-time feedback for complete responses, and auto-scores submissions to accelerate compliance reviews.
Apps That Travel: Multi-Instance Made Easy
Deploying applications across multiple ServiceNow instances can be complex and error-prone. In this session, we demonstrate how to build once and reliably deploy across dev, test, and production using App Engine, CI/CD pipelines, and version control best practices. Attendees will gain hands-on strategies for packaging apps, automating deployments, and maintaining consistency, enabling faster delivery, reduced errors, and scalable app management on the Now Platform.
Architecting for AI: Preparing Your Instance for What’s Next
Transform your instance into an AI-ready powerhouse. This interactive workshop combines lecture, demo, and discussions to guide you through key architectural, data, and governance steps for adopting AI safely and effectively. Discover how to clean and prepare data, align integrations, and create a future-proof roadmap that accelerates AI adoption without breaking existing processes.
Asset Management Roadmap: Automate Asset Lifecycles With Agentic AI
Stop playing defense with your assets and take control of wasted spend, audit chaos, and unexpected breakdowns. Discover how ServiceNow Asset Management helps manage the entire lifecycle of every asset, from software and cloud infrastructure to laptops and operational equipment, with an AI workforce handling the busywork. Whether you're tackling rising cloud and AI costs, drowning in software audits, or tracking assets from hard hats to heart monitors, discover how to turn IT and physical assets into strategic levers that drive real business outcomes. Get the roadmap to asset control.
Automate HR Operations: How To Increase HR Productivity With AI Agents
HR Operations teams are asked to do more with less, but giving their employees the help and the experience they need is critical to meet that goal. In this hands-on lab, we will see how AI Agents can help your existing HR teams be more efficient, even when managing critical or challenging cases. Learn how you can take agentic workflow blueprints and tailor them for the needs of your organization and then see how those AI Agents help your HR team to become more productive.
Autonomous App Development: Vibe Code Securely, Innovate Everywhere
Every vibe coding tool can build fast. The real question is: can it build safely, securely, and at enterprise scale without creating technical debt? See how Autonomous App Development delivers production-ready apps from day one, extending your platform with governed applications deployed faster and exactly where your business needs them most.
Autonomous CRM: Reimagine Sales, Service, and Fulfillment
Legacy CRM promised a 360° view of the customer but delivered an expensive database that tracks activity without driving work. Learn how ServiceNow Autonomous CRM delivers a system of action that uses AI agents, unified data, and cross-enterprise workflows to accelerate sales cycles, automate fulfillment, and resolve service issues faster.
Autonomous IT: AI Agents, Zero Incidents
The best incident is the one that never happens. And the best IT careers are not soul crushing. Discover how AI agents help your teams get ahead of system incidents before they occur and resolve issues within your guardrails with no code and no lengthy implementations. See a live demo that turns a multi-day ticket into instant resolution with zero human handoffs.
Autonomous Risk & Security: Resilience for the AI Era
Siloed tools create chaos; AI-first security platforms create trust. See how to align security, risk, and IT teams on ServiceNow to anticipate threats and automate defenses before incidents become costly exploits.
Autonomous Testing With Test Agent: More Coverage. Less Effort. 10X Results
Testing doesn’t have to slow you down. In this hands-on, interactive session, see and learn how ServiceNow Test Agent delivers 10X the productivity, test coverage, and more time for innovation for your dev team. Objectives Understand how ServiceNow’s Test Agent automates test authoring, execution, and self-healing through AI. Practice live creating and executing tests using Test Agent in an interactive lab environment. Identify real-world opportunities to accelerate development. Key Takeaways 10X productivity boost: Real coverage that works Faster innovation.
Before You Code: 5 ServiceNow IDE Features Every Developer Must Know
Join us to explore the 5 must-know features in the ServiceNow IDE that every developer and architect should understand before building apps. In this session, we will share how these features improve development speed, code quality, reuse, and collaboration. You will hear real usage scenarios for capabilities like script assistance, version control, testing tools, guided development, and intelligent search. Whether you are new to the IDE or transitioning from Studio, this session will help you start building with clarity and confidence.
Beyond Business Rules: Uses for Scripting You May Not Have Known
The ServiceNow platform is powerful even with low- and no-code approaches to automation. In our traditional Scripting in ServiceNow course, we learn the "Best of ServiceNow JavaScript." In real implementations, the real impact often lies in the "deep cuts"—the darker recesses of customer requirements that often require JavaScript. Where in the platform can we leverage JavaScript? Of course business rules but We'll also look at system properties, Dynamic Filter Options, default values, reference qualifiers, Platform Analytics—and more! The JavaScript used in this session we'll be provided.
Break It Before It Breaks You: Testing & Debugging Flows Like a Pro
Building a flow is just the start. Ensuring it runs reliably, scales smoothly, and handles failures gracefully is where expertise shines. In this interactive hands-on lab, you’ll learn how to test and debug ServiceNow flows before they affect users. We’ll cover test planning, real-world simulations, Flow’s Test Panel and Execution Details, logs, notifications, Integration Hub debugging, and best practices for automation, change management, and governance.
Brewing Autonomous Service Operations at Starbucks
At Starbucks, the journey from handcrafted coffee to Autonomous IT reflects a broader transformation: scaling automation to deliver reliable, resilient technology experiences across the enterprise. Through ServiceNow AIOps, Event Management, and Now Assist, Starbucks is Automating Service Operations not by removing the human touch, but by empowering teams with smarter tools and insights. The focus is on reducing noise, accelerating incident response, and enabling guided remediation through intelligent playbooks and automation.
Build Agent Lab: Turn Business Language Into Working Apps in Minutes
Business needs don't wait for development cycles. In this lab, you'll use Build Agent to create new applications and extend existing ones by describing what you need in natural language. Build Agent's contextual awareness of your platform, data, and workflows translates your prompts into working processes, custom UI, integrations, and tests. You'll leave with a bespoke application you built yourself tailored to your requirements and ready to deploy.
Build an AI Agent That Can Reason and Take Action To Automate Your Organization
ServiceNow's AI Agents are designed to work autonomously in the background, handling tasks on behalf of your service experts. Learn how to build an advanced AI agent that automates decision-making, helps plan your day, and manages routine tasks for your organization.
Build an AI Conversational Experience With Your Own Widgets and Interactive View
In this hands-on lab, participants will learn to build an AI conversational experience with custom widgets using OpenAI's ChatKit and how to add an interactive pop-out view. The lab covers practical implementation, UX best practices, and integrating with Now Assist skills, AI Agents, and Virtual Agent. Attendees will leave with a functional conversational prototype to adapt it to their own business needs.
Build an AI-Powered Employee Experience That Answers, Acts, and Gets Work Done
When employees need help, they don't want to open a ticket and wait for a response. This takes time from their work and inundates HR teams with requests. In this lab, see how AI Agents can support a better employee experience by answering their questions, giving support, and taking action when needed, giving them real-time help when they need it and freeing up time for HR teams to focus on what matters. Learn how to tailor agentic workflows for the needs of your organization and workforce and see how AI Agents work to solve challenges in real time.
Build an AI-Powered Mobile Experience in Minutes
In this hands-on lab, participants will learn how to put Now Assist at the center of their mobile experience. You’ll explore how to use Now Assist to understand user intent, provide contextual guidance, and drive faster task completion through natural conversation or in-app actions. Using voice-driven inputs and AI summarization, you’ll design a mobile experience that helps capture & consume information, fill forms, and complete tasks faster. By the end of the lab, you’ll have built an intelligent, AI-powered experience—powered by real data and delivered through the Now Platform mobile app.
Building AI That Knows Your Business: Context-Aware Intelligence and Security
Generic AI assistants don't understand your company's unwritten rules and insider knowledge. ServiceNow AI Research is building agents that onboard like experienced employees: exploring docs, asking questions, observing workflows, and continuously learning your organization's context. This transforms AI from one-size-fits-all to a custom-fit force multiplier that gets smarter over time. Context isn't just about productivity, it's critical for security too. We'll show how context-aware defenses spot enterprise-specific threats that generic systems miss.
Building an AI Front Door for employees - that doesn't just talk, it works!
Employees lose hours every week searching for answers, chasing approvals, and stitching work across systems. Other AI tools can find information, but still leave the work unfinished. In this hands-on lab, experience ServiceNow’s AI Front Door for employees—AI that doesn’t just talk, it works. See how a single ask turns into real progress as work runs end to end across systems and departments. While AI handles the busywork, employees get clear prompts and guidance to apply their expertise where it matters most—anywhere they work, with zero context-switching.
Building Confidence in Your Building of Agentic AI – Can You Stand Behind It?
In this session, we explore how organisations can design, test, and validate agentic AI systems with trust and accountability. We’ll show how to ensure AI agents act reliably, meet compliance standards, and deliver measurable value. Attendees will learn practical methods for testing agent inputs, outputs, and actions, building audit-ready evidence, and applying governance frameworks that give leaders the confidence to scale AI responsibly and stand behind every decision their agents make.
Building Connected AI Experiences: Stand Up the ServiceNow MCP Server and Light Up AI Interoperability
AI agents are powerful alone but transformational when they coordinate across your enterprise. In this hands-on lab, you’ll move beyond MCP & A2A theory to build your Agentic Fabric by setting up the ServiceNow MCP Server Console and shipping governed, production-ready tools. Learn how ServiceNow turns Agents, Skills, workflows, and APIs into secure, observable tools any MCP Client-enabled agent can invoke. By the end, you’ll have built real AI interoperability—perfect for admins, builders, architects, and developers.
Building Momentum That Lasts: The Future of Customer Success
See how ServiceNow Customer Success gives platform owners and IT leaders the tools, support, and expertise they need to reinvent their businesses with AI.
Build It Like a Pro: Your First Desktop Agent
Step into the future of automation! In this hands-on lab, you’ll build an end-to-end Agentic Desktop workflow that connects multiple Desktop applications without writing a single line of code. Learn how to record actions, insert AI-driven decisions, plug-n-play within ServiceNow AI Agents Studio. Walk away with a working bot and a new mindset for building AI-powered desktop workflows
Build Your First Agentic Workflows: Hands-On With AI-Driven Flows and Playbooks
Join us to learn how Agentic Workflows transform static guided steps into adaptive, AI-driven workflows where humans and agents collaborate seamlessly. Discover how they reduce complexity, improve compliance, and accelerate results through real-world use cases like incident triage and compliance management. You’ll leave with a clear understanding of what makes Agentic Workflows different, practical strategies for adoption, and best practices from the team that created the feature.
Call My Agent: Demystifying AI Agents in ServiceNow
AI Agents are transforming how work gets done in ServiceNow - but what really happens behind the scenes when you “call your agent”? In this interactive lecture-style session, you’ll gain an understanding of the orchestration that takes place behind the scenes, from intent recognition and context grounding to natural language-driven reasoning and action execution. Whether you’re a creator, admin, or AI steward, this session will help you confidently explain how ServiceNow’s AI Agents work, what makes them safe and reliable, and how to design your own for maximum impact.
Closing the Loop: Transforming Process Mining Insights Into Outcomes
Process mining has long promised transparency — but too often stops at insight. In this session, we’ll explore how the fusion of process mining and task mining finally bridges the gap between knowing and doing. Join us as we follow a real-world story: how an IT operations team used process mining on the Now Platform to uncover hidden delays, then zoomed in with task mining to surface workstation-level manual tasks, and finally applied Playbook automation to orchestrate fixes in real time. Attendees will learn to turn process mining insights into improvements with AI and Playbook automation.
Code Faster, Debug Smarter: A Skeptic's Guide to AI-Assisted Development
Are you suspicious of AI hype but curious about practical gains? This lab is built by curmudgeons, for curmudgeons. We'll show how AI tools in ServiceNow speed up tedious work like writing boilerplate, debugging obscure errors, and refactoring legacy code without compromising your control. See real scenarios where AI saves time on grunt work, letting you focus on complex problem-solving. No buzzwords or magic thinking, just honest demos of what works, what doesn't, and when to ignore suggestions. Leave with techniques you can adopt incrementally.