Check-in and enjoy breakfast while connecting with peers before we dive into the day's sessions.

Everyone is asking about AI — but moving from curiosity to confident deployment is where most organizations get stuck. Whether you are evaluating Otto, just getting started, or have begun activating AI capabilities but haven't yet seen the outcomes you expected, connect with peers and ServiceNow specialists as we get real about what it actually takes to move from AI interest to AI impact: identifying the right use cases, building the internal investment case, activating Otto across ITSM, ITOM, and CSM workflows, and measuring outcomes that resonate with the executives holding the budget.

Retailers face a hard truth: half your customers walk away after just one bad shopping experience. With 80% of retail sales still in-store, running stores on fragmented systems costs you more than you think. Discover how ServiceNow connects store operations, customer service, and field service teams on one platform. Associates get answers fast. Agents see full customer context. AI handles the routine work. The result: every store runs like your best store and your customers keep coming back. 

AI investment in tech grew 110% in a single year. Boards aren't asking if you're committed — they're asking what you have to show for it. The 2026 AI Maturity Index found only 9% of organizations have meaningful autonomous workflows despite 59% claiming to be beyond the pilot stage.

This session is the roadmap: how to govern the agents you have, execute AI across your enterprise, and scale the infrastructure underneath it. Backed by independent research and a live demo.

Manufacturers are facing serious headwinds: supply chain disruptions, operational complexity, rising customer expectations, and disconnected systems. AI agents are now critical to staying competitive. Learn how ServiceNow deploys AI across CRM, the digital factory, supply chain, and employee operations on one platform to improve visibility, speed, and coordination.  

Healthcare and life sciences orgs spent years and millions connecting systems. But when workflows break, data scatters, risk climbs, and outcomes suffer. Clinical ops stall. Production floors go dark. Plan members wait. Teams toggle screens and manually chase what should flow automatically. 
The ServiceNow AI Platform changes that. AI agents finish work, not just pass data. They pull context, make decisions, trigger next steps, and keep workflows moving without human intervention. Learn how AI agents can eliminate friction and give teams more time back for patient care and treatment innovation.

Government doesn't get to move fast and fix things later. Every AI decision is public. Every failure is visible. Every automated action must be accountable to the citizens it serves and those with authority over it.

This session covers how agencies move from AI experiments to AI that executes — processing cases, enforcing policy, and coordinating services across departments.

See how governments are using AI Control Tower to govern every model, every agent, and every automated decision — at scale, with a complete audit trail, and with humans in control of every decision that matters.

Too many enterprises are drowning in siloed apps and copilots. AI pacesetters are changing that.

ServiceNow is their AI control tower, a unified platform that helps organizations sense, decide, act, and govern across IT, CRM, HR, and more — driving real outcomes in every corner of the business. 

Join us to learn more about how to put AI to work for people.

Take a break to refuel and connect with fellow attendees over lunch then explore our expo hall to see hands-on ServiceNow demos.

Explore how authenticity fuels mentorship, sponsorship, and the creation of pathways for emerging leaders from underrepresented groups. You'll 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 diverse leaders.

Hear from our sponsors as they share innovative solutions, industry insights, and real-world success stories that are helping organizations maximize the impact of the ServiceNow platform.

Administrative friction slows every team down. This session shows how Moveworks delivers AI-powered employee support across every system — IT, HR, facilities, and more — resolving requests conversationally, 24/7. Reclaim 2+ hours per employee each week, deflect 40% of tickets, and resolve requests in under 60 seconds. Learn why CDW, which runs Moveworks internally across 16,000+ users, takes organizations from pilot to production.

Presented By: Kevin Griggs, Sr. ServiceNow Delivery Manager

Today’s AI falls short for employees. Copilots summarize but can’t execute while other tools break outside their own ecosystem. Employees are left stitching work across applications, chasing approvals, and finishing what AI starts. ServiceNow EmployeeWorks changes that. From one front door, employees ask ServiceNow Otto to get work done. Requests resolved, approvals routed, workflows executed, all according to your business policies, across every system in your enterprise.

Most IT teams are stuck reacting to incidents. Autonomous Service Operations breaks that cycle. By unifying ITSM, ITOM, and employee experience with agentic AI, you correlate alerts into insights, automate resolution, and prevent outages. The result: fewer incidents, faster resolution, resilient operations. See how one platform delivers operational autonomy—without fragmentation or silos that cause incidents to grow.

Learn the latest innovations and what's ahead for Customer Service Management (CSM) - from AI agents that handle high-volume requests end-to-end, to agentic workflows that triage, validate, and route cases before a human touches them. This session covers new capabilities across customer self-service, the agent workspace, and administration, organized around the releases shaping 2026 and beyond. You'll see how CSM connects front-office service to the teams behind it - operations, finance, field service - so work flows across departments on one platform instead of stalling in silos. Walk away with a clear view of what's available now and what's coming next.

Non-human identities now outnumber your people 45 to one — and most aren't inventoried, governed, or even visible. That's the real attack surface of the Agentic Era, and your current stack wasn't built for it. The gap between finding a threat and actually fixing it? That's where breaches live. ServiceNow brings identity intelligence, cyber-physical asset visibility, and cross-enterprise workflows into one platform — so you see every agent, every identity, every asset, and close exposure instead of just flagging it. This is security that acts, not just alerts.

Whether your CMDB doesn't exist yet, is messy and unreliable, or is "good enough" but quietly blocking your ability to automate and scale — this roundtable is your room. Connect with peers and ServiceNow specialists as we get real about the decisions that matter most: start from scratch or fix what you have, prioritize cleanup that directly unlocks business value, implement CSDM best practices that support ITSM, ITOM, and AI capabilities, and make the ROI case to skeptical executives. Every autonomous IT outcome you're working toward runs through your CMDB.

Every enterprise is experimenting with AI—but most are left with sprawl, risk, and disconnected tools. In this spotlight, we’ll show how the Australia release gives platform teams four real superpowers: the ability to sense what matters, decide with enterprise context, act to deliver outcomes, and secure AI at scale. No hype. No slideware. Just live demos of what’s shipping now—and how teams can turn AI chaos into durable advantage.

IT teams spend too much time on reactive work—troubleshooting, patching, managing capacity—while innovation and strategic initiatives wait. This session shows how autonomous IT uses AI agents to handle routine operations, freeing your team to focus on what matters. You'll see customer results and hear about our latest innovations.  You'll also learn how ServiceNow puts AI agents to work across all IT workflows to improve operational efficiency and get you closer to outcomes such as Zero-touch Support, Zero service outages, Zero asset issues, Zero severe breaches, and Zero misaligned investments.

Gone are the days of service agents toggling between five systems, reps building quotes in spreadsheets, and customers stuck in endless loops with no resolution in sight. With ServiceNow Autonomous CRM, cases resolve end-to-end without the runaround, quotes get out the door fast, and customers actually get answers — not just redirects. Join this session to see our latest product innovation in action

The attack surface is exploding. Every asset, identity, and AI agent creates pathways threat actors exploit using AI to move at machine speed. Security leaders must shift from reactive to preventive—stopping attack paths before they're exploited. Armis detects cyber assets across IT, OT, IoT, cloud, code and medical devices—revealing the ungoverned attack surface most tools miss. Veza exposes identities and access at scale, surfacing permissions and risk. Together, they close the gap between detection and prevention, stopping breaches before they occur and building resilience for the AI era.

Ungoverned AI improvises, overshares, and acts without the context or controls HR needs. That's liability, not productivity. ServiceNow uses an enterprise AI harness to take action across systems according to your rules. This comes to life with ServiceNow EmployeeWorks as the employee front door and autonomous HR workflows handling moments from hire to retire with predictability and control. The end result? Employees avoid busywork, managers grow their people, and HR focuses on the workforce.

AI models are already at work across your enterprise. Who's responsible for what they do? ServiceNow AI Control Tower governs and secures any agent, model, identity — across every cloud, vendor, and internal system. Discover your full AI footprint, automate risk and compliance, secure non-human identities, evaluate AI in runtime, and measure the business value it delivers. One platform. No ecosystem lock-in. Scale AI. Control Risk. Prove Value.

AI agents don't fix broken processes. They run inside them. In this session, we'll walk through five real improvement opportunities — including multi-hop reassignments, SLA breaches, and AI agents that aren't performing the way you designed them to. For each one, Process Mining surfaces the data-driven context behind the problem — what's actually happening, where, and why — so you and your team can act on it in the same platform where your workflows run. You'll leave with five fixes you can apply immediately — and see the impact where it counts: resolution times, SLA compliance, and AI agent performance.

Most AI projects stall not because the models aren't good enough, but because the data underneath isn't connected, trusted, or contextual. ServiceNow Data & Analytics solves that across the full stack: connecting any data source, governing and securing it continuously, grounding AI agents in your unique business context, and delivering insight directly in the flow of work. Understand what's new, what's next, and how it all powers the autonomous workforce.

Celebrate the day's insights and connections over drinks and appetizers as you unwind with peers, speakers, and industry professionals.