Name: Beyond the hype: AI and GenAI from ServiceNow
Start: 2024-04-10T20:00:00Z
End: 2024-04-10T20:00:56.000Z
Location: BrightTALK
Rating: 4

With ServiceNow AI agents, you can establish a Service Operations foundation, take control of your assets, and align work across your portfolio. You’ll drive greater efficiency, reliance, and innovation with intelligent workflows, resulting in optimized services, processes, and experiences for your employees and customers. 

Join us for an insightful webinar where ECU Health will share their journey of implementing Strategic Portfolio Management (SPM) across key capabilities, including strategic planning, demand management, project management, and resource management. Discover how they've standardized processes and ensured that all approved work is realistically scoped with effective staffing plans. The ECU Health team will highlight the routines they employ with stakeholders to precisely capture the requirements needed for success. Attendees will gain valuable insights through real-world examples of their processes and how they leverage SPM to drive executive decisions and achieve measurable outcomes. 

Key takeaways:
- Learn how ECU Health integrates strategy, demand, scoping, and resource planning within their SPM framework. 
- Understand their approach to prioritizing work and aligning staffing with realistic plans. 
- Explore the standardized processes they use with stakeholders to capture requirements and drive successful execution. 
- Discover how they collaborate with executives to drive measurable outcomes through SPM.

Strategic Portfolio Management in Action - A Case Study with ECU Health

Discover how ServiceNow is transforming enterprise app development with vibe coding—a natural language–driven approach that turns ideas into secure, enterprise-ready apps faster than ever. Hear directly from a customer on how they’re using the ServiceNow AI Platform to accelerate innovation, maintain governance, and deliver real business impact. Learn how AI-infused governance and automation can help you align app strategy with business goals, speed time-to-value, and scale transformation across your organization.

AI-powered development tools using automation and low-code

Enterprise architecture (EA) is evolving into a strategic powerhouse—especially when powered by AI. This podcast explores how EA on the ServiceNow platform connects business capabilities, tech assets, and strategic goals with intelligence and automation. We’ll highlight how EA integrates with other ServiceNow products like SPM, ITAM, ITOM, and CMDB to create a unified, data-driven foundation for smarter decisions. Plus, we’ll showcase how Now Assist accelerates insights and empowers architects and leaders to drive agile transformation.

Architecting the Future: Unlocking Enterprise Value with the ServiceNow AI Platform

Adapting SPM for the future means cultivating practices that evolve alongside shifting business strategies and organizational needs. This podcast delves into how continuous refinement, the right value indicators, and a culture of strategic alignment keep portfolio management resilient and impactful. Listeners will discover ways to embed adaptability, measure long-term value, and foster enterprise-wide portfolio thinking. We will also highlights practical steps for ensuring SPM remains a dynamic driver of sustained success.

Future-Proofing Your Portfolio: Sustaining SPM Over Time

Establishing value in Strategic Portfolio Management centers on connecting organizational strategy to real, measurable outcomes while fostering alignment and transparency. The podcast explores how frameworks like NowValue help organizations clarify their “why,” map objectives to capabilities, and sustain value through effective governance and continuous measurement. Listeners will hear how SPM transforms both tangible results and the broader business narrative. Ultimately, the discussion highlights how a value-driven approach empowers teams to drive lasting impact and business transformation.

Measuring What Matters: Establishing Value for SPM

In today’s fast-changing landscape, how can organizations confidently drive transformation and ensure every initiative delivers value? Many struggle with fragmented planning, misaligned priorities, and slow execution—leading to missed opportunities and stalled innovation. Join us to learn how ServiceNow Strategic Portfolio Management (SPM), using AI Agents on the AI Platform, empowers enterprises to:

- Prioritize and fund the most impactful initiative
- Build and maintain a dynamic investment roadmap aligned to strategy
- Accelerate value delivery for enterprise-wide transformation

Learn from the real-world success of Stellantis, whose product owner will share how their organization transformed value delivery with ServiceNow SPM. Get an exclusive live demo of Now Assist for SPM.  Don't miss this chance to see how you can transform your planning and accelerate outcomes that matter to your customers, your teams, and your bottom line.

Stellantis' business transformation with ServiceNow's AI-powered Strategic Portfolio Management

Join ServiceNow and leading IDC analyst Stephen Elliot for an exclusive on-demand webinar exploring the top FY26 technology trends shaping IT transformation. Designed for IT leaders and business decision-makers, this session delivers forward-looking insights into how AI will redefine workflows, drive operational efficiency, and accelerate enterprise innovation.

ServiceOps 2026: Planning for the Agentic AI and Autonomous IT Era

Discover how the integration of ServiceNow and New Relic can revolutionize your IT operations.

● Learn about the benefits of agentic AI in accelerating Mean Time to Resolution (MTTR) and enhancing incident management.
● Explore the agentic capabilities that enable proactive incident resolution and intelligent automation.
● Understand the value of data-driven transformation and how it empowers operators to manage incidents more effectively.

Join us for an insightful session that will help you leverage cutting-edge technology to improve your IT operations.

Using Agentic AI and Intelligent Observability to Reduce MTTR for IT Operations

Don’t wait for the perfect CMDB to start delivering results that matter. 

In this session, you’ll see how customers are already cutting SSL risk in half, shrinking MTTR without shrinking their teams, and deploying AI they can actually trust — all on the same platform that’s built to take you further. These are quick wins you can measure in weeks, but they’re also the first milestones on a bigger Autonomous IT journey toward zero avoidable outages, zero governance gaps, and zero wasted effort. 
 
Whether your goal is to protect uptime, accelerate resolution, or unlock safe, governed AI, this webinar will show you how to start from where you are today and move toward the kind of IT scorecard your leadership will want to share.

From Reactive to Ready: Three AI-enabled Automations that Make the Most of your (imperfect) CMDB

AI is no longer experimental—it’s redefining how IT operates. But for CIOs and other technology leaders, the real challenge lies in converting siloed initiatives into enterprise-wide transformation.   

In this exclusive session, Kellie Romack, ServiceNow’s Chief Digital Information Officer, reveals how ServiceNow is running Autonomous IT across the organization—delivering tangible results like 87% of IT support interactions resolved by AI.  

You’ll learn how to:   

-        Break down silos and unify AI agents across the business   

-        Move from reactive IT to proactive, self-healing systems   

-        Prioritize value in every AI use case to drive measurable outcomes   

Don’t wait for the perfect moment—get the playbook to start your Autonomous IT journey today.

The future of IT: How CIOs lead with AI agents

Automation is reshaping how organizations manage hardware, software, and cloud assets —minimizing manual effort, reducing audit and security risk, and unlocking real cost savings. In this episode, we unpack what integrated lifecycle management really looks like in practice, from request and procurement through deployment, optimization, and retirement. We explore the role of AI and emerging AI Agents, and we get real about the skills and career paths that modern ITAM pros can seize right now. You’ll also hear a quick maturity check to see where you stand versus your peers—and leave with practical actions you can implement with ServiceNow.

Unleashing Efficiency: How AI Automation Transforms Assets into Strategic Gold

Learn how CIOs and their teams can harness agentic AI to develop autonomous IT systems that drive better cost efficiencies, risk management, and portfolio planning.

Reduce technology costs with AI

Witness firsthand how autonomous IT and AIOps are transforming incident management and remediation through intelligent, proactive response.

Service and Ops resilience with AI

Learn how CIOs drive competitive advantage with agentic AI, using autonomous development tools that deliver business resilience, personalization, and smarter decisions.

The Agentic future of development

Leaders want to make an impact with Agents, but must do so confidently, responsibly, and with measurable results. Learn how in this thought leadership webinar.

Responsible AI, Real Results

Discover how agentic AI powers resilient IT & service operations with predictive, self-healing systems that balance agility and control for CIOs and their teams.

Creating the next chapter of Service and Ops resilience with AI

Join Charles Pelton (CIO.com) and German Bertot (ServiceNow) for a dynamic conversation on how agentic AI is revolutionizing IT asset management. Discover how AI-powered agents are streamlining workflows, enhancing employee productivity, and simplifying complex systems.

Explore the convergence of FinOps and SaaS management, and learn how AI is driving cultural and operational shifts to optimize cloud spending. The session also covers critical considerations around data governance, security, and platform interoperability.

The Intersection of AI and Asset Management

High-tech organizations today face significant hurdles—siloed project execution, resource constraints, and misaligned IT-business strategies. These challenges can slow innovation and hinder business growth. 

Join us as we discuss how ServiceNow Strategic Portfolio Management (SPM) and Enterprise Architecture (EA) empower organizations to evolve from fragmented project delivery to scalable, productized service offerings. Our experts will share actionable insights on: 

- Breaking down silos and improving cross-functional collaboration 
- Optimizing resource allocation for maximum efficiency and profitability 
- Aligning IT initiatives with business goals for strategic impact 
- Reducing delivery risk and modernizing legacy systems 

Plus, join a live demo of AI Agents in SPM & EA in action—discover how they accelerate value and drive faster business transformation.

Breaking Barriers: Strategic Portfolio Management and Enterprise Architecture for High-Tech Transformation

The hype about AI is everywhere, and organizations are rushing to buy and use AI-powered tools and technologies. But where can the powers of AI and automation do the most good and provide tangible improvements? Is AI going to wind up being just another “shiny new thing” that fails to live up to the marketing promises, or will it make substantial improvements in the working lives of IT service consumers? 

One surefire way to make sure you are getting results that make a real difference is to know where speed and ease matter most. (Hint: Not everything has to be fast to be better.) Gathering and analyzing experience data from your service consumers and acting on what they tell you—in other words, being data-driven—takes the guesswork out of bringing new technologies into your toolkit. 

Key takeaways: 
- Why experience goes far beyond the legacy satisfaction data. 
- The consequences of inside-out thinking and how experience data helps avoid it.
- Making your investment in AI-powered tools produce the best results and better ROI. 
 
About the speaker
Roy Atkinson serves as CEO and Principal Advisor for award-winning advisory firm Clifton Butterfield, LLC, and is a Top 10 Thought Leader in both IT Strategy and IT Operations, according to Thinkers360. He is a certified Experience Champion and certified ITXM Professional. He has written and spoken extensively on the topic of AI in ITSM.

The Future of ITSM: Using Experience Data to Dial-In AI and Automation

Is the Service Portal dead? If you think it is, this session is for you!

We’ll look at the impact of AI and other emerging technologies on human-centered support design, focusing on the service portal. This session covers the foundational elements of building a human-centered service experience and how emerging trends will impact that design.

Key topics and takeaways include:
- Designing the service portal as a contact channel in an omnichannel support design.
- Information and application center.
- Entry for walk-up services.
- True self-service (vs. just logging a ticket).
- Replacement for the corporate intranet.
- A dive into the ways generative AI changes knowledge management and the service portal.
- A look at the self-service experience of the future: Will it happen in the portal? What replaces the portal if it doesn’t?

As participants will learn, until tools mature beyond the service portal, it will always need to be built. Learn how to build it from an expert in the field who focuses on the human experience, designing portals customers love!

About the Speaker
Phyllis Drucker, the 2023 HDI Lifetime Achievement Award winner, is a service management and leadership expert with over 20 years of experience in Business/IT Strategy, enterprise service management, governance, customer service, and support. She is an expert in Service Management tool design, including the service portal and service request catalog, HR automation, leadership, and team building. Her specialty is looking at innovative approaches to how people work that use today’s digital solutions: taking advantage of technological advances to transform how service and support are delivered.

The Service Portal Reimagined: AI, Human Design, and Beyond

Individual processes and practices are easy. There I said it. 

Standing alone, Incident Management, Change Enablement, Problem Management et al can improve quickly. After an initial spurt of improvement, pretty soon you are living with marginal gains but still missing real opportunities. 

The interfaces between the processes and their associated the value chains are the real future of service management. 

This presentation will show you how to manage key interfaces and the opportunities that presents to your stakeholders.

Service Integration and Management – The Key to Enterprise Transformation

Managing alerts and incidents in today’s hybrid-cloud landscape presents significant challenges. Fragmented visibility and siloed data across on-premises and cloud deployments can disrupt traditional ITSM workflows, hindering incident resolution and proactive problem prevention. 

Explore how AI for IT operations (AIOps) can empower ITSM in hybrid cloud environments. Using AI and ML, AIOps streamlines and accelerates incident management within complex architectures.

Learn how you can use AIOps to: 
• Boost efficiency and speed: Automate tasks, streamline workflows, and resolve incidents faster. 
• Improve visibility and proactive Insights: Use a comprehensive view of your IT ecosystem and automate root-cause analysis. 
• Conquer hybrid-cloud complexity: Overcome configuration management challenges by simplifying data collection and enriching alerts and incidents across the IT stack.

Intelligent ITSM: Future-ready event and incident management with AlOps

The evolution of IT service management (ITSM) stands at a crucial juncture, shaped profoundly by the rapid advancements in artificial intelligence (AI), network operations (NetOps), and security operations (SecOps). 

This presentation delves into the transformative impacts of these technologies on ITSM, forecasting a future where ITSM not only adapts but thrives in the complexity of modern digital ecosystems.

The Once and Future ITSM

Business in 2024 calls for a shift in the ITSM landscape, with the mainstream role of Artificial Intelligence (AI) in transforming workplaces. AI and its cutting-edge fact, generative AI bring to the forefront the importance of enhancing employee experiences, and ways to achieve it. It is also important for IT leaders to choose the right AI tools to avoid unnecessary tech spends while balancing organizational efficiency and productivity.

Join us for an in-depth discussion on the promise AI holds in ITSM, especially in transforming employee experiences, its challenges and how Freshworks is at the forefront of this AI revolution.

Here’s what you can expect to learn::

● The power of AI in enhancing employee experiences
● Facets of AI, with a special focus on generative AI
● Challenges in implementing generative AI
● Freshworks at the forefront of the AI revolution and its role in enhancing employee experiences through Freshservice and Freddy AI
● Best practices in implementing generative AI

Leveraging AI in the evolving and transformative ITSM landscape

Explore the transformative role of AI metrics in IT service and support with AI-Driven Success: Metrics That Matter. Jeff Rumburg delves into the critical AI metrics that are reshaping the landscape of IT service management. This session provides a comprehensive look at how these metrics not only enhance operational efficiency but also drive success in the era of AI.

Key Takeaways:
- Deep dive into essential AI metrics for IT service success.
- Strategies for implementing and interpreting AI metrics effectively.
- Insights from real-world case studies of AI-driven service improvements.
- Future trends in AI metrics and staying ahead in the IT industry.

This presentation is tailored for IT professionals aiming to harness AI for superior service delivery and operational excellence.

AI-Driven Success: Metrics That Matter

Most organizations are busy improving or transforming their IT operating model by introducing new ways of working (e.g. DevOps, ITIL 4, Lean Portfolio Management) and modernizing their IT management tool chain (e.g. DevOps tool chain, ITSM platforms, AIOps / Observability tools, CICD pipeline, etc.). 

But despite all our efforts we are still not in control! We lack transparency and traceability across our value streams, the CMDB is not up-to-date, we don't what applications we have, or what cloud resources are used. We have siloed teams and fragmented processes. We have no control on value, risk and costs. 

This is all due to fact that we miss the most important ingredient as part of our ITSM approach: DATA 

Data is the fuel for your IT service management processes. Without a solid data foundation (and common data model) your IT organization will run slow at pace, inability to take the right decisions, frictions, inability to automate IT processes, longer lead time for resolving incidents, and so on. 

ITSM data is for example about service / application portfolio, service catalogue, enterprise architecture and the CMDB, but also about all activities e.g. epics, features, changes, incidents, service requests, vulnerabilities as well as contracts, licenses, and so. 

This presentation will explain how a DATA DRIVEN approach to ITSM can deliver better value, safer and sooner, while optimizing user experience. By taking a data driven approach the system can be fixed and revolutionize the way the IT operates.

About the Speaker
Rob Akershoek is senior IT Management / DevOps architect at DXC and Co-Chair of the IT4IT Forum within The Open Group. He helps IT organizations to transform to become a lean and agile service provider, ready to manage the new digital ecosystem consisting of a hybrid cloud and multi-vendor sourcing landscape.

Data Driven ITSM- A New Approach to Manage Digital

The Future of ITSM

For years, ServiceNow has been investing in AI and Gen AI for Service Operations (ITSM and ITOM). These investments are automating incident routing, identifying anomalies, providing assist recommendations, and predicting and preventing service disruptions.

During this webinar, Beyond the hype: AI and Gen AI from ServiceNow, discover how ServiceNow can help your organization reimagine IT service and operations through AI-enabled workflow automation. You’ll learn:

-The value of AI and Gen AI to the enterprise
-Key AI and Gen AI use cases from ServiceNow
-How to move ahead on your AI and Gen AI journey

Beyond the hype: AI and GenAI from ServiceNow

ServiceNow

Generative AI

Artificial Intelligence

ITSM

ITOM

AIOps

IT Services

IT as a Service

Gen AI

Are you an IT service management professional interested in developing your knowledge and improving your job performance? Join the IT service management community to access the latest updates from industry experts. Learn and share insights related to IT service management (ITSM) including topics such as the service desk, service catalog, problem and incident management, ITIL v4 and more. Engage with industry experts on current best practices and participate in active discussions that address the needs and challenges of the ITSM community.

IT Service Management

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Application Development

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Beyond the hype: AI and GenAI from ServiceNow

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