The event bringing AI breakthroughs to life
AI is only as powerful as the platform it’s built on. Join us at the ServiceNow Put AI to Work 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 Tuesday, February 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 Summit Charlotte and Learning Labs are free to attend events.
We hope you'll join us!
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Agenda
Click into each header for session details
February 25 | Learning Lab
February 26 | Summit
8:30 AM - 9:00 AM: Arrivals, Breakfast & Registration
9:00 AM - 4:00 PM: Learning Labs
Learning Lab: Boost productivity with Employee Service Delivery and GenAI
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 Gen AI can augment overall service delivery while driving efficiency, accelerating productivity and reducing risk.
9:00am - 9:15am:
Welcome and Introductions
9:15am - 10:00am:
Opening Keynote and Now on Now Demonstration
10:00am - 10:30am:
Lab Introduction, Demonstration, and Provision Instances
10:30am - 10:45am:
Break
10:45am - 12:00pm:
Hands-On Lab Experience (Part I - HRSD Use Cases)
12:00pm - 1:00pm:
Lunch
1:00pm - 2:30pm:
Hands-On Lab Experience (Part II - GenAI Use Cases)
2:30pm - 2:45pm:
2:45pm - 3:15pm:
Partner Showcase - Best Practices and Approach
3:15pm - 3:45pm:
Tools & Resources
3:45pm-4:00pm:
Closing and Next Steps
Learning Lab: Put AI to Work for ServiceOps with Now Assist and AI Agents
Gain hands-on experience with ServiceNow Now Assist for Service Operations in this one-day workshop. Learn to enhance employee engagement and boost agent productivity with AI Search and Virtual Agents. Discover how to increase efficiency through automatic chat summarization, incident resolution, and knowledge article generation. Explore building agentic skills with Now Assist Skill Kit and learn about our vision and roadmap for ServiceNow AI Agents.
9:00am - 9:30am:
9:30am - 10:00am:
ServiceNow's GenAI Approach
Employee Experience
Agent & Admin experience
1:00pm - 2:15pm:
Now Assist for ITSM and ITOM lab
2:15pm - 2:30pm:
2:30pm - 3:00pm:
Partner Showcase
3:00pm - 3:30pm:
Where Next: Now Assist for ITSM and ITOM roadmap
3:30pm-4:00pm
Wrap up and Ask the Experts - Where can Now Assist for Service Operations help you!
Learning Lab: The resilient enterprise: Achieve Operational Resilience within your organization
Join this Operational Resilience hands-on learning lab to get expert training on the latest and greatest in Operational Resilience. Learn the steps to managing the many challenges to resilience, including a framework for prioritizing and monitoring business service dependencies, risks, controls, and impact tolerances. This framework will help measure the ability to, and the speed at which organizations anticipate, respond, and adapt to business disruptions.
Intorduction to Operational Resilience
Lab Introduction and Provision Instances
Demonstration and Hands-On Lab Experience
Hands-On Lab Experience
2:45pm - 3:30pm:
3:30pm - 4:00pm:
Learning Lab: Accelerate Business Automation with ServiceNow+AI
Join this hands-on, enaging lab and discover how the ServiceNow Platform + AI can revolutionize your automation journey. Experience firsthand why the ServiceNow Platform is the premier application development and automation solution for any workflow. Through interactive sessions and guided activities, you'll learn how to harness the power of low-code development and AI to drive efficiency and innovation across your organization.
Introductions & App Engine Innovation keynote
Roadmap / AI demo
10:00am - 12:00pm:
Hands-on instructor-led Enablement
Build your first low-code app with App Engine
1:00pm - 1:30pm:
Cont. Hands-on instructor-led Enablement
1:30pm - 2:15pm:
Facilitated use case ideation session
Split into teams and discuss use case scenarios
2:15pm - 3:30pm:
Hands-on team build
Each team builds a low-code solution with App Engine
3:30pm - 3:40pm:
3:40pm - 4:00pm:
Teams presentation
Learning Lab: Optimize Field Service to be more efficient and impactful
This workshop is focused on Field Service Management within the ServiceNow platform. Get firsthand experience! Our solution experts will guide attendees through hands-on exercises configuring elements of the field service journey. Discover how you can make a greater, more profitable impact with Field Service Management.
Field Service Management Overview
9:30am - 10:20am:
Demonstration
10:20am - 10:30am:
10:30am - 11:30am:
Hands on Exercises
11:30pm - 12:00pm:
Partner Presentation
1:00pm - 2:00pm:
2:00pm - 2:10pm:
2:10pm - 3:20pm:
3:20pm - 3:50pm:
What's coming in Yokahama
3:50pm-4:00pm
Wrap Up
12:00 PM - 1:00 PM: Lunch
8:30 AM - 9:30 AM: Arrivals, Breakfast & Registration
9:30 AM - 10:15 AM: Industry Sessions
Transforming Financial Services: Frictionless customer experiences with ServiceNow AI
Is the weight of legacy technologies holding your financial institution back in time? In the ever-evolving financial services landscape, the burden of disconnected people, processes, and technologies hinders the delivery of frictionless customer service. Join ServiceNow's financial services experts to discover how you can transform IT success into AI-driven customer service victories across onboarding, servicing, disputes and more.
Reshaping Manufacturing: Building the factory of the future with AI
Manufacturers are ramping up investments to automate their plants and create their versions of "The Factory of the Future." Join us for an engaging session which will explore how ServiceNow's platform is helping manufacturers successfully achieve their transformation to "The Factory of the Future." Learn about ways ServiceNow AI-powered capabilities can increase operational efficiency, reduce cybersecurity risk, and enhance frontline employee experience and productivity. Gain insights from real-world implementations and see how ServiceNow can help you stay ahead in this rapidly evolving manufacturing landscape.
Redefining Life Sciences and Healthcare: Embracing Technological Innovation with Al
As patient care becomes increasingly complex, the coordination and efficiency of care teams are paramount. An AI-powered platform presents the opportunity to streamline hospital operations, automate routine tasks, and empower healthcare professionals with actionable insights. Join ServiceNow's Healthcare experts to discover how we transform healthcare delivery, reduce burnout, and increase patient-facing time.
Revolutionizing Technology, Media, and Telecom: Drive service growth with AI and automation
Technology, media, and telecom companies are at the heart of the digital economy—building the infrastructure and services that connect people and businesses that shape the world. Hear ServiceNow’s vision to unify and simplify the entire service lifecycle—a vision poised to revolutionize experiences, unleash operational efficiency, and unlock growth for the TMT industry with AI and automation.
Redefining Public Sector: Supporting the mission with AI-driven operational efficiency
Agencies must break through the impasse of technology that is a costly barrier to delivering services. In this session, we will discuss how packaged government applications, omni-channel experiences, enhanced security, and accessibility offer the opportunity to deliver better customer experiences while driving operational efficiency in weeks, not years.
10:30 AM - 11:30 AM: Keynote and Customer Panel: Put AI to work for people, today!
We're entering a new era of AI, where agentic AI is revolutionizing businesses on ServiceNow's AI platform for business transformation. Join us to learn how you can leverage the platform to drive real business value, today. We'll share customer success stories, live demos, and practical guidance on how you can integrate AI into your workflows. Hear from our leadership and from other customers on how ServiceNow is putting AI to work for people.
11:30 AM - 12:45 PM: Lunch
11:30 AM - 12:45 PM: Women In Tech Lunch | Future forward: Strategies for success in tech
Join us for an inspiring Women in Technology Panel discussion, featuring female trailblazers from leading organizations. We’ll get up close and personal as they share their stories, challenges and lessons learned while exploring four topics: promotion barriers, burnout prevention, male allyship and navigating leadership ranks. This session aims to foster a supportive community, promote diversity, and inspire the next generation of women in technology.
Women in Tech lunch 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 Sessions
More information coming soon
1:30 PM - 2:00 PM: Afternoon Breakout Sessions
Upgrading Customer Experience: Leveraging GenAI
GenAI is revolutionizing customer service by enabling faster resolutions, enhanced self-service, and more meaningful customer interactions. Discover how ServiceNow empowers organizations in any industry to sell, fulfill, and serve customers through its AI-powered platform. By leveraging AI agents and automation, businesses can reduce costs, free human agents from repetitive tasks to focus on complex customer needs and accelerate resolution times. The result? Increased revenue, lower service costs, and transformed customer experiences that build lifelong loyalty.
Now Platform Roadmap: Elevate work to the next level
This session will include a candid Now Platform® roadmap discussion and demo, as well as our vision for the future. Learn more about how ServiceNow is investing in generative AI, automation, analytics, low code, and our extensible platform foundation to enrich and power all our workflow solutions. You’ll also learn how we are building on our world-class global cloud infrastructure with improved reliability, performance, and scalability for you to confidently chart a strong digital future. Discover how to take work to the next level with smarter, faster, simpler experiences for everyone.
Safeguarding Your Business: Strategies for cyber threats and regulations
Digital everything enables growth, but also attracts cybercrime, brings vulnerabilities and requires Responsible AI. Join ServiceNow® leaders to learn how proactive cyber risk management, cross-functional collaboration, and AI-powered automation can help you become cyber and operational resilient.
Discovering the GBS Platform: Insights and opportunities
In a time where every organization feels the pressure to reduce G&A, Global Business Services done well is a solid path to cost takeout and to deliver business outcomes. With the AI Platform for Digital Business, organizations like yours can accelerate transformation, leveraging the power of automation, machine learning, and generative AI to streamline processes and drive measurable results. Putting AI to Work, you can unlock faster return on investments and redefine GBS across the enterprise. Join us to explore how to enable a generative approach to GBS. We will share how our customers are supporting complex processes across the business—experiences, agent support, automation, process optimization, ML, and leadership visibility.
2:15 PM - 2:40 PM: Afternoon Breakout Sessions
Now on Now: Transforming our customer & employee experience with AI
ServiceNow® saved $180M in 2023 by enabling self-service options that helped avoid the need for employees and customers to request support. But that’s just one part of how we’ve applied AI across the entire support lifecycle. Using our GenAI driven platform, we’ve improved customer satisfaction with the entire support experience from issue to resolution, while also increasing support engineer efficiency by 10%. Join us to learn about how we used AI at every step of our customer and employee support experience and the lessons we’ve learned along the way.
Strategic Portfolio Management: Plan and Deliver Responsible AI Initiatives effectively
Unlock the full potential of generative AI with the right tools and strategies! Join us to explore how Strategic Portfolio Management (SPM) serves as the foundation for prioritizing, managing, and delivering impactful GenAI initiatives while ensuring AI governance . Discover how leveraging Now Assist for SPM can help businesses implement their AI strategy roadmap effectively, enabling them to outpace competitors, accelerate value delivery, and transform their business in a rapidly evolving market.
Security Operations: Accelerating response time and boosting productivity with GenAI
In the race to protect your organization from the next threat, AI can either become your greatest asset, or your biggest worry. Learn how Now Assist for Security Operations empowers CISOs, managers and analysts to boost productivity and improve response times (and even help de-risk your business). With Now Assist, SOC teams can interact with the security virtual agent to speed up investigation and leverage AI-Powered response and suggested actions to streamline operations and reduce response times. The future belongs to security teams who embrace and harness AI, and we’ll show you how to get ahead of this wave.
Transforming IT Operations: Practical GenAI solutions
The remit for the CIO is expanding, reaching into every part of your organization. The CIO must drive better business outcomes, deliver business agility, develop AI strategy and help their organization deliver against goals. Join us as we take an executive-eye view of how AI can be realistically engaged today to help you meet these goals. We’ll demonstrate why ServiceNow is the AI platform for business transformation with the latest innovations in ServiceNow’s ‘Now Assist’ Gen AI offerings for practical support in building world-class technology organizations. The session will include insights for the executive team from real-world examples of customers who are successfully transforming digital operations and seeing returns on GenAI investments.
3:00 PM - 3:30 PM: Afternoon Breakout Sessions
Finance and Supply Chain: Transforming 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.
HR Service Delivery: Supercharging the future with new innovations
Struggling with fragmented HR systems, inefficient processes, and limited insights? In this session, discover how ServiceNow HR Service Delivery supercharges employee experiences from hire to retire. Check out our latest HR innovations and future roadmap designed to empower employees to self-serve answers and help them navigate important milestones. And, enable employees managers, agents, and leaders to work smarter, faster, and more efficiently with GenAI and Agentic AI. Don't miss this opportunity to transform your HR processes and drive unprecedented productivity across your organization.
Governance, Risk, and Compliance: Automating and scaling risk compliance
Risk and compliance management keep getting more business, board, and regulator scrutiny, and the audit findings can be calamitous. Learn how ServiceNow's market-leading GRC platform helps your teams automate, scale, and collaborate. We make work easier using a common language and data model, pre-built analytics, and AI-powered workflows. This is your chance to use our roadmap to build your roadmap to efficient, automated operational resilience and enterprise-wide risk and compliance management, featuring Yokohoma, Zurich, and Now Assist.
Put your data to work: Introducing Workflow Data Fabric
Workflow Data Fabric is a native data 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 how you can activate and automate data across any system and data source to seamlessly connect people, places, processes and systems to accelerate, optimize, and simplify service delivery.
3:30 PM - 4:30 PM: Reception
Sponsors
Diamond
Premier
Learning Labs
501 S College St, Charlotte, NC, United States