The event bringing AI breakthroughs to life
AI is only as powerful as the platform it’s built on. Join us at the ServiceNow Summit and experience powerful, purpose-built AI solutions in action—helping you realize business value fast by bringing intelligence to every corner of the business.
From keynotes highlighting our latest GenAI innovations to customer stories and insightful breakout sessions, the event connects experts, partners, and fellow practitioners during one incredible day of learning.
Keynote Session
Listen to our trailblazing leaders as they unveil their bold visions for the future of ServiceNow and the transformative influence of AI on the industry. Gain the strategic insights you need to shape your organization's journey.
Peer Networking
Engage in dynamic discussions with fellow enthusiasts and visionary minds. This is your perfect chance to swap stories, tackle challenges, and absorb the collective intelligence of the ServiceNow community.
Breakout Sessions
Dive into the latest at ServiceNow with content-rich sessions led by top industry experts and strategic partners. Uncover best practices, and hear real-world success stories that will empower you to elevate your game.
Looking to get hands-on with ServiceNow? Sign up for ServiceNow Learning Labs!
Join our experts the day prior to the Summit on Monday, August 25, 2025. This one-day workshop is designed to bring together customers like you for collaborative, hands-on sessions to learn tips and tricks, best practices, and powerful strategies to get the most out of your ServiceNow investment. Get exclusive insights and network directly with your peers.
ServiceNow Summits and Learning Labs are free to attend events.
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Agenda
Click into each header for session details
August 25 | Learning Lab
August 26 | Summit
Ancillary Events
8:30 AM - 9:00 AM: Arrivals, Breakfast & Registration
9:00 AM - 4:00 PM: Learning Labs
Learning Lab: Unlock Value with CMDB Data Foundations - SOLD OUT
This workshop equips attendees with strategies and technical expertise to build a robust CMDB aligned with the Common Service Data Model (CSDM). The ServiceNow AI Platform and data foundations, built on CMDB and ITOM, enable organizations to ingest, govern, and provide visibility into their data. This workshop addresses the challenges of establishing governance with limited expertise, offering best practices to enhance IT visibility, reduce risks, and boost efficiency. Attendees will learn to position the CMDB as a cornerstone of digital transformation, enabling outcomes such as faster incident resolution, improved change management, and many more.
9:00 AM - 9:15 AM:
Kickoff & Welcome
9:15 AM - 10:45 AM:
Data Foundation Seminar
10:45 AM - 11:00 AM:
Break
11:00 AM - 12:00 PM:
Data Foundation Outcomes
12:00 PM - 1:00 PM:
Lunch
1:00 PM - 2:00 PM:
Demo & Lab 1: Data Foundation Use Case Experience
2:00 PM - 2:30 PM:
Partner Showcase
2:30 PM - 2:45 PM:
2:45 PM - 3:15 PM:
Data Ingestion
3:15 PM - 3:45 PM:
Data Governance
3:45 PM - 4:00 PM:
Q&A, call to action, optional take home labs (2&3)
Learning Lab: From Risk to Resilience: Governing Enterprise AI with the AI Control Tower
In a world where risk is constant and complexity is growing, how do you stay ahead? This hands-on session is designed for risk professionals at any stage of their GRC journey—whether you're building from the ground up or optimizing a mature program. You'll learn how to streamline compliance, reduce exposure, and build operational resilience through practical, business-aligned strategies. Explore how to structure risk frameworks, automate assessments, and uncover hidden dependencies that impact critical operations. Plus, discover how AI Control Tower enables responsible AI governance across the lifecycle, fostering collaboration between risk, compliance, and technology teams to drive trust and agility across the enterprise.
9:00 AM - 9:30 AM:
Introductions & Overview of the ServiceNow Suite of Integrated Risk solutions
9:30 AM - 10:30 AM:
Lab 1: Define your entity structure
10:30 AM - 10:45 AM:
10:45 AM - 12:00 PM:
Lab 2: Instantiate and evaluate controls
Lab 3: Identify and assess risks
1:00 PM - 1:30 PM:
AICT Lab 1: Intake - Initiate AI System Intake & Explore the AI Control Tower
1:30 PM - 2:00 PM:
Operational Resilience Overview
AICT Lab 2: Assess – Evaluate the AI Use Case Impacts
2:45 PM - 4:00 PM:
AICT Lab 3: Build and Test – Implement Controls and Section 4: Analyze Issues and Document Remediation Tasks
Learning Lab: Boost Productivity with Employee Service Delivery and Agentic AI
This workshop is focused on helping participants understand how organizations can cut costs through greater operating efficiencies by delivering seamless employee and agent experiences powered by purpose-built workflows.
During the workshop, participants will get hands-on experience that will demonstrate how employees access a unified portal for enterprise-wide service delivery, how agents can resolve employee inquiries and requests faster via intelligent workspaces, and how Agentic AI can augment overall service delivery while driving efficiency, accelerating productivity and reducing risk.
Welcome and Introductions
9:15 AM - 10:00 AM:
Opening Keynote and Now on Now Demonstration
10:00 AM - 10:30 AM:
Lab Introduction, Demonstration, and Provision Instances
Hands-On Lab Experience: Part I - HRSD Use Cases
1:00 PM - 1:45 PM:
Hands-On Lab Experience: Part II - Journey Management Use Cases
1:45 PM - 2:15 PM:
Hands-On Lab Experience: Part III - Automation and AI Use Cases
2:15 PM - 2:30 PM:
2:30 PM - 3:00 PM:
Hands-On Lab Experience: Part IV - Experience Use Cases
3:00 PM - 3:30 PM:
Partner Showcase: Best Practices and Approach
3:30 PM - 4:00 PM:
Ask the Experts: Closing and Next Steps
Learning Lab: Build It with AI: From Agent to App with Creator Workflows - SOLD OUT
Ready to go from idea to impact—fast? In this hands-on workshop, attendees can look forward to building a complete, intelligent app using ServiceNow’s Creator Workflows. In the first half, you’ll be guided step-by-step as you build a simple application with Creator tools, configure an AI Agent using natural language, orchestrate a workflow with Text-to-Flow, and connect the pieces into a functional, interactive solution. Then, you’ll put your learning to the test—collaborating in small teams to design and build your own AI Agent and app to solve a real-world challenge. Whether you're a no-code builder or a seasoned developer, you’ll walk away with practical skills, hands-on experience, and a working solution you built yourself.
Introductions & AI Innovation keynote
9:30 AM - 10:00 AM:
Roadmap / AI demo
10:00 AM - 12:00 PM:
Hands-on instructor-led Enablement
Build an AI Agent and a Low Code App
Cont. Hands-on instructor-led Enablement
1:30 PM - 2:15 PM:
Facilitated use case ideation session
Split into teams and discuss use case scenarios
2:15 PM - 3:30 PM:
Hands-on team build: Low-Code solutions with App Engine
3:30 PM - 3:40 PM:
3:40 PM - 4:00 PM:
Team Presentations
Learning Lab: Put AI to Work(shop) with AI Agents
Join us for an immersive, hands-on workshop where you'll discover how to elevate engagement and drive productivity using ServiceNow® AI Agents. Learn how to build your own intelligent agents, explore real-world use cases, and gain insights into our strategic vision and roadmap for AI on the Now Platform®. Whether you're just getting started or looking to deepen your expertise, this session will equip you with the tools and knowledge to lead with AI.
Welcome & Introduction
ServiceNow Agentic Platform - AI Agents + Data + Workflows
ServiceNow AI Agents Introduction/Demo - OOTB use cases, Skills Kit, AI Agent Studio, Orchestrator
Lab Experience Part 1 - Build Your Own AI Agents Labs
1:00 PM - 2:45 PM:
Lab Experience Part 2 - Now Assist
2:45 PM - 3:00 PM:
Roadmap
4:00 PM:
Wrap-up, Q&A
12:00 PM - 1:00 PM: Lunch
8:30 AM - 9:30 AM: Arrivals, Breakfast & Registration
9:00 AM - 10:00 AM: 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 Exchanges are 60-minute, interactive round-table conversations where industry leaders come together for real-time collaboration, insight-sharing, and problem-solving. These sessions are designed to spark meaningful discussion and offer actionable ideas you can bring back to your organization.
9:30 AM - 10:15 AM: Industry Sessions
AI Agents on ServiceNow: Transforming IT Service Management in Healthcare & Life Sciences
Healthcare providers, life sciences organizations, and payers are rapidly expanding their digital services. As a result, L1 service desk incident volume is rising at an unsustainable pace. Manual processes simply can’t scale to meet demand.
This session will explore how ServiceNow AI Agents are revolutionizing IT Service Management (ITSM) by proactively resolving incidents and automating critical workflows—turning IT into a strategic enabler rather than a bottleneck.
Key Highlights:
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.
Put AI to work for 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 a manufacturing customer on why they selected ServiceNow as their trusted digital transformation partner to help unlock their full potential.
Put AI to Work for Retail & Hospitality Roundtable
Retailers, hotels, and restaurants are under increasing pressure to keep pace with evolving guest and customer expectations while delivering exceptional service. Join us for an engaging discussion on how AI is transforming the retail and hospitality industry. Discover how ServiceNow is helping businesses reduce costs, increase efficiency, and leverage AI-driven tools to elevate associate, guest, and customer experiences.
Put AI to Work in Telco, Media, and Technology
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.
Put AI to Work in Financial Services
Are complex processes costing your financial institution and customers? As demands evolve, financial institutions often add more tech solutions, complicating contact centers and back offices. What if you could break the cycle and future-proof customer service, while strengthening operational resilience, all with one AI platform? With centralized AI agents, data, and workflows, your financial institution can reduce costs and capture a competitive edge in the market.
10:30 AM - 11:30 AM: Keynote and Customer Panel: Put AI to Work for People
AI is evolving faster than businesses can keep up – and the future belongs to those who harness its power in every corner of their business. Join us to discover how visionary leaders are transforming their organizations by connecting AI, data, and workflows on a unified platform. See live demos of AI Agents in action, hear from ServiceNow leadership and customers like BT, and explore how the ServiceNow AI Platform is unlocking productivity at scale and delivering real business outcomes.
11:30 AM - 12:45 PM: Lunch
11:30 AM - 12:45 PM: Lead Boldly | Light the Path! Power Panel Luncheon
Authentic leadership is a powerful force for change, shaping workplaces and inspiring future generations of women leaders. This dynamic panel discussion brings together trailblazing women who have embraced authenticity in their leadership journeys to drive impact, foster inclusivity, and empower others. Panelists will share personal stories, lessons learned, and strategies for navigating challenges while staying true to their values. Together, we will explore how authenticity fuels mentorship, sponsorship, and the creation of pathways for emerging leaders. Attendees will leave with actionable insights on how to lead with purpose, uplift others, and create a legacy that lights the way for the next generation of women leaders.
This luncheon is open to all attendees. Capacity is limited. Please be aware that seating is first come, first served and may fill up.
12:45 PM - 1:15 PM: Sponsor Sessions
Sponsor Session
More information coming soon.
1:15 PM - 2:15 PM: 360 Exchange: Customization vs. Configuration: Make the right call as a platform owner
Customizing ServiceNow can unlock powerful capabilities—but without the right strategy, it can also create long-term headaches. Join us for a candid, expert-led roundtable on how to customize wisely and avoid technical debt. This 360 Exchange is your chance to connect directly with ServiceNow experts and fellow platform owners. Walk away with practical guidance, real-world insights, and peer-tested solutions to common customization challenges.
We’ll cover:
-When to configure vs. customize
-How to prevent upgrade issues
-Strategies to identify and clean up existing technical debt
1:30 PM - 2:00 PM: Afternoon Breakout Sessions
Spotlight on 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.
ServiceNow AI Control Tower: Mastering AI governance to accelerate 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 use ServiceNow AI Control Tower to align any AI with business goals, streamline implementation workflows, measure real impact, and enforce compliance—all from a single platform. 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.
Security Operations roadmap: Protect the enterprise
Join us as we explore how CISOs can align business and technology priorities while safeguarding their organization with ServiceNow Security Operations and AI Agents for Security Incident Response. Equip yourself with the tools and strategies to navigate the ever- expanding attack surface. During this session we will cover the upcoming enhancements to Now Assist for Security Incident Response, Vulnerability Response, Security Posture Control, Threat Intelligence Security Center, and more.
Now on Now: Drive action with CMDB, CSDM, & Service Mapping
In this session, we'll share how we've matured the use of CMDB, CSDM, and service mapping, highlighting their critical role in IT operations. By better integrating these features, we've improved visibility, streamlined processes, and enhanced service delivery, driving greater operational efficiency.
2:15 PM - 2:45 PM: Afternoon Breakout Sessions
AI-driven ITSM & ITOM roadmap: Autonomous service operations
CIOs are under pressure to raise service availability, lighten staff workload, and squeeze faster ROI from every tech dollar. This roadmap session shows how the latest ITSM and ITOM advances—now infused with agentic AI and low-friction automation—turn those demands into actions.
Whether you own the service desk, run operations, or steer the entire IT agenda, you’ll leave with a clear roadmap for adopting new capabilities and creating an impact right away.
AI Agents: The vision and strategy for Finance and Supply Chain Workflows
Put AI agents to work across finance, procurement, and supply chain processes. You'll hear our vision and strategy for transforming the way work gets done with assistive and autonomous agents in both the source-to-pay process and finance operations. We'll share roadmap plans and highlight key value drivers.
ServiceNow AI Agents roadmap: Ready today, built for tomorrow
ServiceNow AI Agents are already driving exponential productivity for organizations in every industry, but much more is yet to come. Join us for an exclusive look at our product roadmap, where we’ll unveil the AI agents of tomorrow and hear from AI pacesetters about how they’re planning to incorporate agentic AI into their workflows. We’ll also showcase our latest AI ecosystem partnerships and innovations around AI management and governance that will transform outcomes in every corner of your business.
Revolutionizing the employee experience with AI Agents
Empower employees with AI agents that deliver instant answers, streamline self-service, and simplify complex workflows. Learn how AI agents support talent development, align workforce growth with business goals, and create smarter, more inclusive workplace experiences. Transform the employee journey from hire to retire while driving productivity and business impact. Hear how leading organizations like Ryder are leveraging ServiceNow’s AI-powered solutions to boost HR efficiency and enhance employee engagement at scale.
2:30 PM - 3:30 PM: 360 Exchange: From rollout to results: success strategies for IT and Customer Service workflows
Ensuring seamless, scalable implementation of ITSM, ITOM, SPM, and ITAM is critical for optimizing operations in enterprise environments. This roundtable connects customers with their peers, 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.
3:00 PM - 3:30 PM: Afternoon Breakout Sessions
Customer Success roadmap: Maximize the full power of the ServiceNow AI Platform
Discover how ServiceNow Impact, our Customer Success product powered by AI agents and human expertise, is helping organizations maximize the full power of the AI platform for business transformation. This roadmap session will explore what's coming for Customer Success and show how Impact provides customers with the support and expertise they need to get to value fast.
The future of ServiceNow's Operational Technology Management
Operational Technology (OT) management is crucial in ensuring the reliability, security, and compliance of industrial operations. Gain insights into how ServiceNow Operational Technology Management solutions integrate disparate data sources and automate OT visibility, service, vulnerability response, and asset lifecycle workflows. Plus, get a preview of upcoming AI agents that revolutionize the way organizations manage their OT assets, enabling you to unlock new levels of productivity and resilience in the face of ever-evolving challenges in the industrial landscape.
Raptor DB PRO, a next generation database designed for speed and scale
Learn how RaptorDB Pro, our high-performance database built specifically for ServiceNow workloads, converts massive datasets into actionable, real-time insights to fuel our AI Agents. In this session, you'll see how our unique database features unify operational data and analytics on a single platform to deliver ultra-fast workflow performance and accelerate AI-driven business transformations at scale.
How to use Process Mining to identify process improvement opportunities
Process mining is revolutionizing the way we understand how efficiently our organization is operating. ServiceNow's Process Mining automates the process of x-raying your workflows to show you where there are opportunities to make process improvements that will drive lasting business value. In this session we introduce Process Mining, discuss common use cases, where it fits as you build out your AI strategy, and show you how easy it is to get started with the solution.
3:30 PM - 4:30 PM: Reception
*Please indicate your interest on the registration form to participate in any ancillary events.
August 26
8:30 AM - 10:15 AM: Put AI to Work for Nonprofits
Join ServiceNow.org for a nonprofit networking breakfast! This is a great opportunity to connect with other nonprofit leaders, learn about the latest trends and best practices in digital transformation, and discover how ServiceNow can help you achieve your mission and impact. The event is free and open to all nonprofit professionals, but space is limited, and registration is required.
5:00 PM - 7:30 PM: ServiceNow Ventures Roadshow
Get ready to mix and mingle at the ServiceNow Ventures Roadshow! Join us on August 26 at the Hilton Atlanta.
Hosted by ServiceNow Ventures in collaboration with our portfolio BigID, Neuron7, xtype, Island and Trustcloud, this event promises to be an exciting evening filled with innovation, inspiration, and a touch of Atlanta charm.
Dive into engaging conversations with fellow innovators and visionaries!
Sponsors
Diamond
Platinum
Learning Labs
255 Courtland St NE, Atlanta, GA, United States