Name: Creating the next chapter of Service and Ops resilience with AI
Start: 2025-10-14T17:00:00Z
End: 2025-10-14T17:00:30.000Z
Location: BrightTALK

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

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

Scaling AI requires flexibility to get started but also completeness when deploying to production. 
Learn how to build high-performance AI pipelines with Pure Storage—integrating FlashBlade®, FlashArray™, and Portworx®. Join Field Solutions Architect Emir Biser and Principal Field Solutions Architect Ian Saunders as they share insights to guide your AI success.

 Together, they’ll cover:

● Designing and building high-performance, end-to-end AI data pipelines.
● Best practices for scaling AI workloads from experimentation to production, ensuring both flexibility during development and robustness during deployment.
● Strategies for helping organizations manage data as AI systems become production-ready, managing exponential growth while maintaining simplicity and efficiency.

From Data to Insight: Building End-to-end AI Pipelines with Pure Storage

Learn how top CIOs, developers, and AI leaders are moving beyond pilots to deploy real enterprise-grade agents. Hear insights from NVIDIA, DataRobot, and industry experts on the frameworks, tools, and strategies that make agents scale—no hype, just practical lessons.

Architecting Enterprise-ready Agentic AI

The customer journey doesn't live in one department. It stretches across marketing, sales, finance, and support — and along the way, manual processes, disconnected tools, and slow handoffs create gaps that frustrate customers and weaken business performance. From invoices that go unpaid, to limited visibility into cash flow, to rising churn, enterprises are feeling the impact of these disconnects in tangible ways that affect the bottom line.

This session cuts through the GenAI hype to focus on practical, safe, and measurable implementation across end-to-end customer process flows. You'll discover methodologies for identifying which problems are worth solving first, how to integrate manual and digital steps into one intelligent workflow, and where human oversight remains essential to prevent costly mistakes. We'll also dig into real-world strategies for managing GenAI's inaccuracies — ensuring invoices are correct, forecasts are reliable, and customer interactions build trust instead of risk.

Join Eugina Jordan, CEO and Co-Founder, YOUnifiedAI, as she reveals proven approaches to GenAI implementation that deliver measurable business outcomes across critical enterprise functions.

- Identify high-ROI opportunities for GenAI implementation across three critical workflows: invoicing, cash flow management, and customer retention
- Implement effective human-in-the-loop protocols that mitigate GenAI hallucinations while maximizing automation benefits
- Design cross-functional workflows that eliminate departmental silos and create seamless customer experiences
- Develop practical metrics to measure GenAI's impact on revenue acceleration, operational efficiency, and customer satisfaction
- Apply a strategic framework for scaling successful GenAI implementations across your organization

Transforming the Customer Journey with GenAI Across the Enterprise

For today’s CIOs and enterprise AI leaders, the path to meaningful AI outcomes doesn’t begin with algorithms—it begins with data. From model training to deployment at scale, the foundation of successful AI lies in how organizations manage, prepare, and govern their data.

Join executive leaders from Beyond.pl, NVIDIA, and Pure Storage for a strategic conversation on accelerating enterprise AI by addressing the most critical—and often underestimated—challenge: enterprise data readiness.

This session will explore:
● How to build a future-ready AI strategy rooted in trusted, governed, and accessible data
● The evolving role of CIOs and CDOs in enabling responsible AI across hybrid environments
● Data sovereignty, compliance, and ethical frameworks shaping AI adoption in regulated industries
● Real-world lessons from Beyond.pl on powering scalable and sustainable AI infrastructures such as their GPU-as-a-service facility in Poland. 
Whether you're piloting GenAI or scaling enterprise-wide initiatives, this webinar will provide actionable insights on aligning data, infrastructure, and governance to maximize business value from AI.

Enterprise AI Unlocked: High Performance Gains Through Innovations In Data Readiness & Ecosystem Integrations at Scale

Support teams are at a critical inflection point, with GenAI reshaping customer expectations overnight. While automation promises efficiency, it often creates impersonal experiences that damage loyalty. The most successful organizations are discovering that GenAI's true power lies not in replacing human interactions, but in strategically enhancing them at every touchpoint.

Generative AI offers transformative potential for support experiences, but only when implemented with a human-centered approach. This session defines GenAI specifically within the support context and explores practical applications that benefit both end-users and support agents. You'll discover how intelligent automation can scale operations while simultaneously improving satisfaction metrics across your support ecosystem.

Join Phyllis Drucker (Influencer, EZ2BGR8 Service Management) to explore proven frameworks for implementing GenAI solutions that put people first while driving measurable business outcomes.

Key Takeaways:

- Find the right balance between scaling support operations and maintaining customer satisfaction
- Implement GenAI-powered chatbots that deliver near-human experiences through contextual understanding
- Create customized, tailored responses that increase satisfaction and engagement 
- Establish measurement systems that quantify GenAI's impact and inform future initiatives
Develop a practical roadmap for implementing GenAI in support functions, regardless of your starting point

Human-Centered GenAI Support: Winning Customer Loyalty in the Automation Era

Despite massive investment and executive enthusiasm, most organizations implementing GenAI remain stuck in perpetual pilot purgatory. Behind the headlines and hype, a select group of companies has quietly crossed the chasm from experimentation to enterprise-wide transformation—achieving what their competitors merely discuss in boardrooms. Their secret isn't better technology, but rather a systematic approach to implementation that balances ambition with pragmatism.

GenAI's true power lies in enterprise-wide applications—reimagining customer experiences, supercharging product innovation cycles and transforming operational efficiency across every business function. The question isn't whether to implement GenAI, but how quickly you can transition from experimentation to organization-wide transformation while balancing innovation with responsible governance and ethical considerations.

Join Pankul Chitrav (Application Release Engineer, TD Bank) to discover how your organization can build an actionable GenAI roadmap that delivers immediate business impact while positioning you for sustainable competitive advantage.

Key Takeaways:

- Explore how leading organizations are applying GenAI to create tangible business value across functions
- Learn specific strategies to expedite product development, content creation, and decision-making through GenAI implementation
- Master techniques for streamlining operations while delivering hyper-personalized services at scale
- Gain actionable insights on governance frameworks, ethical considerations, and sustainable GenAI adoption strategies

Unleashing Generative AI: Transform Business Strategy from Concept to Competitive Edge

With AI tools exploding, organizations today are bombarded with new technical tutorials and prompt engineering tactics. But they often become obsolete within weeks. While competitors chase fleeting GenAI techniques, the true competitive advantage lies not in mastering specific tools, but in cultivating something far more fundamental. This presentation reveals the missing catalyst that transforms GenAI from a specialized technology into an organization-wide force multiplier.

The challenge isn't in teaching your teams how to use GenAI—they're already adopting it in their personal lives. It's in creating an environment where innovation flourishes organically across all levels of your organization. Brian Kirsch demonstrates why empowering employees to apply their unique job expertise to GenAI implementation delivers more sustainable results than top-down technical approaches. Learn how to establish the right framework that enables continuous innovation without requiring constant retraining as the technology evolves.

Join Brian Kirsch, IT Instructor and Industry Expert, to discover the one evergreen principle that drives successful GenAI adoption across organizations of all sizes.

Key Takeaways:

- Understand why traditional GenAI implementation approaches fail to deliver lasting competitive advantage
- Learn to empower employees at all levels to become drivers of AI innovation without technical expertise
- Discover a sustainable framework for GenAI adoption that remains effective despite rapid technological changes
- Gain practical strategies for fostering an environment where AI-driven innovation flourishes organically
- See real-world examples of how simple ideas can create profound change across departments

Unlocking the Secret to Sustained Innovation with GenAI

While enterprise AI offers tremendous potential for organizations, implementation challenges include rapid technological evolution and governance concerns that undermine innovation confidence. This session focuses specifically on AI governance and security, featuring Anaconda's practical advice and best practices for establishing trust controls over AI models and procedures to help organizations succeed with their enterprise AI initiatives.

Practical Open Source AI: Moving Fast Without Breaking Things

Discover how Pure Storage made work flow with AI agents by starting from real business problems and integrating AI in the flow of work — moving from finding information to taking action with Glean — instead of leading with tools and tactics.

Director Phu Nguyen shares a product mindset for adoption, the grassroots tactics that drove usage, and tangible outcomes.

You’ll also get practical guidance on enabling citizen development and evolving from product to platform to scale impact responsibly.

Making Work Flow with AI Agents: A Product Journey at Pure Storage

Generative AI is rapidly transforming collaboration by enabling capabilities such as summarization, workflow automation, translation and more. Generative AI offers the potential to fundamentally transform how teams and individuals collaborate and create, eliminating mundane activities and fostering innovation.

In this session, we’ll explore how Generative AI is changing the workplace collaboration landscape, including availability of tools within collaboration applications, third-party tools, and studios enabling custom AI tool creation. We’ll look at organizational strategies and share real-world examples of approaches that achieve measurable success. We’ll also look at security, compliance, and governance concerns to minimize risk.

Key Takeaways:

- Learn how to identify and implement the right Generative AI tools for your team's specific needs, whether that means using built-in features in existing applications, integrating third-party solutions, or building custom tools for unique workflows.
- Understand how to create a foundational strategy for introducing Generative AI into your organization, including understanding which collaborative tasks can be automated to free up time for strategic work.
- Gain knowledge to evaluate and address security, compliance, and governance risks associated with Generative AI, enabling you to implement these tools responsibly and minimize potential liabilities.
- Discover how to measure the success of Generative AI initiatives by measuring before and after improvements resulting from implementation.

Leveraging Generative AI to Improve Collaboration

Storytelling is one of humanity's oldest tools—yet in the corporate world, its power remains largely untapped. Every day, brilliant business ideas die silently, buried beneath technical specifications and corporate jargon. The result? Missed opportunities, disengaged stakeholders, and strategies that never reach their potential. What if you could break this cycle and transform how your ideas are received and implemented?

With GenAI, business leaders can go from dense and technical business language to persuasive narratives that connect and convert. By leveraging AI-powered storytelling techniques, operations leaders, IT professionals and transformation executives can overcome the traditional disconnect between technical teams and business decision-makers, creating alignment that accelerates adoption and drives measurable outcomes. For professionals working in enterprise processes, AI operations, and digital transformation, this capability isn't just nice-to-have—it's essential for ensuring your initiatives receive the right support and resources.

In this session, Inigo Antolin (Head of Data Management and Governance at The British Council) reveals how to harness GenAI to transform your business communication from forgettable presentations into strategic narratives that drive action and results.

Key Takeaways

- How the storytelling gap is undermining enterprise process improvements and technology adoption in data-driven organizations
- Practical frameworks for using GenAI to translate complex technical concepts into compelling business narratives
- Techniques to customize your storytelling approach for different stakeholders across the enterprise
- Ready-to-implement GenAI tools and prompts that enhance communication effectiveness without requiring creative expertise
- Measurable business outcomes achieved by organizations that have mastered GenAI-powered storytelling in process transformation initiatives

GenAI Storytelling: Turning Technical Complexity into Business Impact

Gaining a Competitive Edge with GenAI

This presentation guides IT leaders beyond foundational AI to harness Agentic AI and Advanced Analytics for profound business transformation. We establish the Economic Imperative for autonomy, focusing on achieving cost-decoupled growth and exponential value gains that outpace competitors. The focus shifts from merely automating tasks to designing self-optimizing systems that autonomously pursue strategic goals.

Key Takeaways & Actionable Guidance:

• Strategic ROI: Quantify the impact of autonomy with expected metrics like 30−50% reduction in Dev Time (via Agentic SDLC) and 90% reduction in Mean Time to Resolution (MTTR) through proactive security and self-healing IT operations. (Source: McKinsey, Forrester, and HFS Research, 2024-2025)
• Architecture of Trust: Learn how to ground agents in proprietary, real-time data using RAG and Knowledge Graphs to ensure traceable, compliant, and highly accurate prescriptive decision-making.
• Governance & Scaling Blueprint: Implement a responsible three-stage adoption framework (Assisted, Delegated, Orchestrated) to mitigate risk. This includes defining Human-in-the-Loop (HITL) oversight points and establishing strict guardrails.
• Partner Evaluation: Utilize a rigorous checklist focusing on Explainability (XAI), LLM Agnostic platform design (to avoid vendor lock-in), system integration capabilities, and the partner's methodology for change management.
• The Evolving Role: Understand the transition of the IT leader role from manager to Chief Agent Designer, focusing on translating business outcomes into clear, measurable agent goals.

The Autonomous IT Leader: Using Agentic AI and Advanced Analytics to Architect a Proactive Business Strategy

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

Generative AI

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Creating the next chapter of Service and Ops resilience with AI

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