Building Your Knowledge 2026 Agenda: What to Expect (and Why AI Is Everywhere)
The agenda builder for ServiceNow Knowledge 2026 is officially live, which means it’s time to start planning your week.
Whether you’re attending ServiceNow University on May 4th or diving into the full conference from May 5–7, there is something for everyone; developers, admins, architects, leaders, and anyone curious about where the platform is heading next. And if you’ve been to Knowledge before, you already know…your schedule fills up fast.
But this year feels different. AI isn’t just a track. It’s the thread running through everything.
AI Is the Headliner…Again (But This Time It’s Different):
If there’s one theme you’ll see over and over again while building your agenda, it’s this: AI is no longer just assisting work, it’s starting to do the work. Across sessions, demos, and keynotes, you’ll see a heavy focus on:
Agentic AI & AI Agents
This is the big one. ServiceNow is pushing hard into “agentic AI”. AI that doesn’t just suggest or summarize, but actually takes action. These AI agents can plan, make decisions, and execute tasks across workflows with minimal human input.
You’ll see sessions around:
Building and configuring AI agents
Creating agentic workflows
Real-world use cases across IT, HR, and customer service
How to safely introduce autonomy into enterprise processes
At Knowledge, this shows up as the idea of an “Autonomous Workforce”, AI working alongside you (and sometimes ahead of you).
Now Assist & Generative AI in Action
We’ve all seen copilots. Now we’re seeing what happens when they grow up. Sessions will focus on:
Using ServiceNow Now Assist to boost productivity
AI-generated summaries, knowledge, and automation
Moving from “prompt → response” to “goal → outcome”
These AI capabilities are designed to reduce manual work and free up teams to focus on higher-value tasks.
AI + Workflows (Where It Actually Matters)
This is where things get real. Instead of AI being a standalone feature, Knowledge 2026 is all about embedding AI directly into workflows:
ITSM automation
AIOps and predictive operations
Customer service resolution
Field service optimization
The focus is on end-to-end orchestration, where AI doesn’t just assist one step it connects the entire process.
AI Governance, Security & Trust
With more autonomy comes more responsibility (and yes, more sessions). You’ll see content like:
AI governance and control frameworks
Risk and compliance
Monitoring AI decisions and actions
Security implications of autonomous systems
Because when AI starts acting on your behalf, you need to trust it and prove you can control it.
AI ROI & Real-World Impact
The conversation is shifting from “this is cool” to “this actually works.” Expect sessions focused on:
Measuring AI success
Reducing MTTR and operational overhead
Driving real business outcomes with automation
The message is clear: AI isn’t experimental anymore it’s expected to deliver value.
How to Approach Your Agenda
With so many sessions (and so many AI buzzwords), it can feel overwhelming. A simple way to approach it:
Pick one or two AI areas you want to go deeper on
Balance that with sessions in your core expertise (ITSM, CMDB, Service Portal, etc.)
Leave room for at least one session that’s completely outside your comfort zone
That’s usually where the “aha” moments happen and just as important don’t overbook yourself! However, keep in mind that some of the most valuable moments at Knowledge happen between sessions:
Walking the Expo floor and having real conversations with people building on the platform
Attending the keynotes to hear where ServiceNow is headed (and reading between the lines a bit)
Checking out the CreatorCon Hackathon and seeing what people are building in real time or join a team!
It’s easy to fill every time slot, but giving yourself space to explore, connect, and be a little spontaneous is where the experience really comes together.
Looking Ahead
Knowledge has always been about learning what’s next on the platform. This year, it feels like we’re watching a shift in how work itself gets done.
AI isn’t replacing what we do it’s reshaping it. And whether you’re just getting started or already building with these tools, there’s never been a better time to lean in, explore, and connect with others figuring it out alongside you.
