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 Monday, September 22, 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
September 22 | Learning Lab
September 23 | Summit
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
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 Governence
3:45 PM - 4:00 PM:
Q&A, call to action, optional take home labs (2&3)
Learning Lab: Defend & Respond | Security Operations in Action
This interactive, hands-on Security Operations Learning Lab is designed to help participants shift from a reactive to a proactive security posture using ServiceNow’s Security Operations Platform. Through guided labs and gamified exercises, you’ll learn how to identify and remediate vulnerabilities, respond to security incidents, and defend against real-time attacks. The session begins with practical scenarios using Vulnerability Response (VR) and Security Incident Response (SIR) to address deferred vulnerabilities and major incidents. Then, you’ll step into a competitive, blue-team simulation—acting as part of a Security Incident Response Team (SIRT) defending against an active attack using SIR, VR, and Threat Intelligence. Whether you're new to Security Operations or a seasoned pro, you’ll gain valuable experience with orchestration, automation, and integrated workflows that dramatically reduce response times and strengthen your overall security posture.
9:00 AM – 10:00 AM:
Security Lab 1: Identify and remediate a vulnerability
10:00 AM – 11:00 AM:
Accelerate vulnerability exposure response with Agentic AI
11:00 AM – 11:15 AM:
11:15 AM – 12:00 PM:
Security Lab 2: Respond to and address a security incident
1:00 PM - 1:30PM:
Partner Sponsor
1:30 PM – 2:30 PM:
Security Challenge Game: SIR
2:45 PM – 4:00 PM:
Security Challenge Game: VR
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
10:30 AM – 10:45 AM:
10:45 AM – 12:00 PM:
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
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.
9:00 AM – 9:30 AM:
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
12:00 PM – 1:00 PM
1:00 PM – 1:30 PM:
Cont. Hands-on instructor-led Enablement
1:30 PM – 2:15 PM
Facilitated use case ideation session
2:15 PM – 3:30 PM:
Hands-on team build with App Engine
3:30 PM – 3:40 PM:
3:40 PM – 4:00 PM:
Teams 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.
9:00 AM - 9:30 AM:
Welcome & Introduction
9:30 AM - 10:00 AM:
ServiceNow Agentic Platform | AI Agents + Data + Workflows
10:00 AM - 10:30 AM:
ServiceNow AI Agents Introduction/Demo | OOTB use cases, Skills Kit, AI Agent Studio, Orchestrator
10:30 AM - 10:45 AM:
10:45 AM -12:00 AM:
Lab Experience Part 1 | Build Your Own AI Agents Labs
12:00 PM - 1:00 PM:
1:00 PM - 2:45 PM:
Lab Experience Part 2 | Now Assist
2:45 PM - 3:00 PM
3:00 PM - 3:30 PM:
3:30 PM - 4:00 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 & 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 in Telco, Media, and Telecom
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. Hear from leading TMT companies and their visions for an AI-first ecosystem—one poised to revolutionize experience, unleash operational efficiency, and unlock growth with automation.
Put AI to Work in Healthcare
Healthcare is changing and AI is playing a significant role. Amid resource constraints and cost pressures, ServiceNow’s AI Agents, data, and hyper-automation are transforming healthcare operations by streamlining workflows, reducing costs, and improving both employee wellbeing and patient care. Real-time insights enable faster and smarter decision-making, contributing to operational efficiency. Join us to explore how ServiceNow is putting AI to work in healthcare and get a preview of what’s on our product roadmap.
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 Agents to Work for People
ServiceNow AI Agents are here to drive exponential productivity across every corner of your business. Join us to experience real AI Agents built on the AI platform for business transformation. We'll share customer success stories, live demos, and practical guidance on how you can integrate AI agents into your workflows. Hear from our leadership, our customers, and get a sneak peek at what’s ahead.
11:30 AM - 12:45 PM: Lunch
11:30 AM - 12:45 PM: Lead Boldly: Light the Path! Power Panel Luncheon
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.
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.
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.
Solution Spotlight: Core Business Transformation
Business leaders, such as CFOs, CPOs, and CHROs, face growing pressure to reduce costs, simplify operations, and provide better visibility to information that empowers their teams to elevate business results. In this session, discover how ServiceNow’s AI-powered platform revolutionizes business services across key functions like HR, procurement, and finance. By leveraging ServiceNow AI Agents, high value employees focus on the most impactful work, cutting cycle times and producing hard dollar savings. Workflows deploy in months, while reducing reliance on legacy and point solutions.
3:30 PM - 4:30 PM: Reception
Sponsors
Diamond
Platinum
Learning Labs
901 Massachusetts Ave NW, Washington, DC, United States