| 8:00 AM - 9:00 AM | Registration, Badge Pick-up & Networking Breakfast |
| 9:00 AM - 10:00 AM | Autonomous IT Keynote Get inspired by ServiceNow leaders Jeff Hausman, EVP & GM, Technology Workflow Products and Rahul Tripathi, SVP & GM, Service Operations and customers who are transforming their businesses and experiences with AI. |
| 10:00 AM - 10:30 AM | ServiceNow on ServiceNow Keynote : What it takes to build an autonomous IT organization? What does it actually take to move from automation to autonomous operations, and what's the hardest part of the journey? In this Now on Now keynote, Sankha Nagchoudhury, SVP of DT Intelligent Operations, shares how ServiceNow is building an autonomous IT org using AI, digital labor, and operational data, including what we got wrong, what we had to rebuild, and what ultimately made the difference. Learn how trusted data, modernized knowledge management, and a deliberate maturity model created the foundation for AI-driven operations. Hear how ServiceNow approached the organizational shift from people resolving cases to people supervising and improving AI-powered work. |
| 10:30 AM - 11:00 AM | Coffee Break & Partner Expo Grab a refreshment and visit the Partner Expo to connect with our partners and explore the latest industry solutions. |
| 11:00 AM - 11:45 AM | Customer Panel : Real stories and real results
Hear directly from customers as they share how they are navigating today's service operations landscape. This interactive panel will explore real-world experiences, practical strategies, key successes, and lessons learned. Gain actionable insights from peers who are driving measurable outcomes and transforming the way work gets done.
Format: Moderated panel discussion |
| 11:45 AM - 1:00 PM | Networking Lunch & Partner Expo |
| 1:00 PM | Breakout Sessions, Hands-on Labs and Exchange Roundtables Featuring ITSM, ITOM, CMDB and combined tracks |
| 1:00 PM - 1:30 PM | Breakout session : L1 IT Service Desk AI Specialist Accelerated Resolution using the Autonomous Workforce
Learn how we boost the service desk team’s efficiency without adding headcount. In this session, we will introduce you to the first member of the autonomous workforce, the L1 IT Service Desk AI Specialist. This specialist is onboarded like any other service desk agent but comes with out of the box skills to triage and solve incidents end-to-end without human help. | Breakout session : Modern Change Management: A Fit-for-Purpose Path to Change Models Many organizations still route every change, including well-understood, repeatable use cases, through an overburdened Normal Change process. In this session, learn how to start your Modern Change journey by unbundling these use cases into fit-for-purpose change models. Walk away with recommendations for migrating from change types to models and for maturing your use of ITSM's modern change capabilities, so you get the most value from them. |
| 1:00 PM - 2:15 PM | Exchange Roundtable : AI agents readiness and trust? | Hands-on Lab : CMDB Health and Remediation Many organizations still route every change, including well-understood, repeatable use cases, through an overburdened Normal Change process. In this session, learn how to start your Modern Change journey by unbundling these use cases into fit-for-purpose change models. Walk away with recommendations for migrating from change types to models and for maturing your use of ITSM's modern change capabilities, so you get the most value from them. | Exchange Roundtable : The CMDB You Have vs. The CMDB You Think You Have
Every CMDB starts clean and drifts. Bring your war stories — the CI that was wrong for two years and nobody noticed, the discovery job that quietly stopped running, the relationship model that made sense in the design workshop and not since. Peers comparing notes on what actually keeps a CMDB trustworthy over time: governance, ownership, discovery strategy, and the compromises everyone makes along the way.
| Hands-on Lab : From data ingestion to trusted data: Build a reliable infrastructure foundation Discover accurately, troubleshoot faster, and continuously improve the infrastructure data powering ServiceOps and AI. Get hands-on experience leveraging the best toolkit for Discovery Admins: the Discovery Admin Workspace(DAW). Learn the latest DAW innovations, leading practices, and get live support from ITOM experts as you build a reliable infrastructure foundation that your entire operation depends on. |
| 1:45 PM - 2:15 PM | Breakout session : AIOps AI Specialist Shift Left Traditional IT Operations with the AIOps AI Specialist, Attend this session to learn about the first AI Specialist for ITOM! Understand how the AIOps AI Specialist works and how your organization can prepare to onboard your new AI Specialist team members. | Breakout session : Clean up your CMDB with Data Manager and Data Certification If data should be updated and is not, it cannot be trusted. Data Manager is a foundational capability every customer already owns and most never switch on: retire, archive or delete CIs by policy, then use certification and attestation to keep owners accountable. Leave with policies you can implement immediately. |
| 2:30 PM - 3:00 PM | Breakout session : Transform IT Operations with Event Management Learn about Event Management best practices from alert ingestion, enrichment, grouping, to response. This session will focus on how you can leverage the Service Operations Workspace for admin configuration & operator experience. | Breakout session : Omni-channel Self-service using Otto Learn how we enable employees to self-service through, Voice, chat or notifications from Otto, making enterprise self-service feel effortless for every employee, so that work happens, not tickets. This session will highlight our Autonomous IT Self-service with unified intelligence, personalization and proactive resolution through capabilities like EmployeeWorks and AI Voice. |
| 3:30 PM - 4:00 PM | Breakout session : From Conversation to Automation: Building Omnichannel Self-Service with Flow Advance Zero-Touch Support by turning everyday employee conversations into automated, reusable service experiences. | Breakout session : Map What Matters: Turn Infrastructure into Service Context Build the right service context to understand impact, reduce operational noise, and resolve issues faster. In this session, you'll learn how to determine the best mapping method for your services, execute quickly, and operationalize at scale. Discover how ML-based and Tag-Based Service Mapping drive value across Technology Workflows—from Incident Management and Change to AIOps—by connecting infrastructure to the services that matter. |
| 3:30 PM - 4:45 PM | Hands-on Lab : Autonomous L1: Build an AI-Powered Front Line Learn how to configure the L1 IT Specialist to handle specific use cases and resolve an incident end-to-end. Get a glimpse of all the checks taken before a suggestion ever goes out to get an understanding of the logic and gain confidence in responses. | Exchange Roundtable : AIOps in Production: Noise Reduction or Just Noise? A lot of us went live on Event Management and AIOps with a promise of quieter on-call rotations. Did it deliver? Open comparison of real experiences — what actually cut alert noise, what correlation rules turned into a new mess to maintain, and how teams tuned their way from "AI hype" to something engineers actually trust. | Exchange Roundtable : Zero Touch: vision or reality? | Hands-on Lab : Accelerate your Zero Service Outage Journey with AIOps & Otto Get hands on experience with configuration of the AIOps solution in the Service Operations Workspace and how to leverage ServiceNow Otto capabilities across the admin & operator experience. |
| 4:15 PM - 4:45 PM | Breakout session : From Discovery to Trusted Data: Build a Reliable Infrastructure Foundation Discover accurately, troubleshoot faster, and continuously improve the infrastructure data powering ServiceOps and AI. Learn how to leverage the Discovery Admin Workspace—the best toolkit for Discovery Admins. The ITOM Product Management team will cover the latest innovations for DAW, share leading practices, and showcase deep-dive demos of embedded capabilities that transform raw discovery data into trusted operational intelligence. | Breakout session : Eliminate managing identification rules using Dynamic IRE Static identification rules are expensive to maintain and still let duplicates through. Dynamic IRE scores multiple CI attributes at ingestion and updates its own rules, matching hardware CIs with precision and no rule maintenance. Walk through simulation vs. committed mode, how to read the parity score, and a safe path to production |
| 5:00 PM - 8:00 PM | Welcome Reception Wrap up the day networking with ServiceNow product leaders and industry peers over dinner and drinks. |