ServiceNow Knowledge 2026: The Complete Guide

What is ServiceNow Knowledge?

ServiceNow Knowledge, commonly referred to as K26 this year, is ServiceNow’s annual flagship conference and the single most important event in the ServiceNow calendar. It brings together customers, partners, developers, administrators, architects and executives from across the globe to explore where the platform is heading and what the next chapter of enterprise technology looks like.

The event spans product roadmap announcements, live platform demos, hands-on certification training, developer workshops and headline keynotes from some of the most recognised names in business and technology. Whether you work as a ServiceNow professional, lead a platform team, or are responsible for hiring the people who make it all run, Knowledge is the clearest window into what the next 12 months will look like.

Knowledge 2026 takes place 5 to 7 May at The Venetian Resort and Wynn Las Vegas, with pre-conference activities beginning on 4 May. The central theme this year is You and AI Get to Work, a deliberate shift from AI as a feature to AI as a core operating model.

Full agenda: 4 to 7 May 2026

Below is the confirmed schedule across all four days, including the pre-conference activities on Monday, 4 May. The main conference opens to all registered attendees from Tuesday, 5 May.

Speakers and keynotes

Knowledge 2026 has assembled an exceptional line-up spanning ServiceNow leadership, global business chiefs, AI thought leaders and creative voices. Here is who to know before the event.

The big themes: agentic AI and beyond

Knowledge 2026 marks a genuine inflection point. If Knowledge 2025 introduced AI as a helpful assistant through Now Assist, this year moves firmly into agentic territory: AI that does not just support human decisions, but acts on them.

From assistive to agentic AI

ServiceNow AI Agents are designed to think through problems, make decisions and execute multi-step tasks independently, handling complex workflows like employee offboarding, IT incident response or security remediation without waiting for human input at every stage. This is the central narrative at K26 and represents a fundamental shift in how the platform operates.

AI Control Tower

As organisations deploy more AI agents across their environment, governance becomes critical. The AI Control Tower gives IT leaders a centralised view of every agent in operation, with performance metrics, audit trails, cost controls and safety guardrails built in. It is ServiceNow’s answer to the question every CIO is asking: how do we run AI responsibly at scale?

RaptorDB

Underpinning all of this is RaptorDB, a high-performance database engine built specifically to handle the processing demands of enterprise-scale AI workloads. For ServiceNow architects and platform engineers, this will become increasingly important knowledge over the next 12 months.

Vibe coding at CreatorCon

For developers, the headline this year is vibe coding: describing the intent of an application in natural language while the platform generates the underlying architecture. It is a meaningful change to how ServiceNow applications are built and will directly affect how developer roles are defined in the next wave of platform implementations.

What this means for hiring managers

Knowledge 2026 is not just a conference. The capabilities and roadmap announcements this week will filter directly into the skills your ServiceNow team will need over the next 12 to 18 months. Here is what the Linking Humans team is watching closely from a talent perspective.

AI skills are moving from specialist to essential

The shift to agentic AI means professionals who understand AI configuration, agent design and governance will command a significant premium. Roles that previously focused on traditional ITSM or HRSD delivery are increasingly expected to carry a working understanding of how AI integrates into those workflows. This is not a future requirement: it is happening now.

Platform architects are in the spotlight

With AI Control Tower and RaptorDB both central to the K26 narrative, ServiceNow architects who can design scalable, AI-ready platform structures will be among the most sought-after professionals in the ecosystem globally. If your current team lacks this depth, now is the moment to build your hiring roadmap.

Certification value continues to rise

Knowledge 2026 places a strong emphasis on certification, with discounted exams on pre-conference day and a full ServiceNow University training day available. Certified professionals with AI-specific credentials will remain at a premium even as the overall supply increases in the months that follow.

The talent market is energised right now

Knowledge generates genuine excitement across the ServiceNow community worldwide. Many professionals come away from the event ready for a new challenge. If your organisation is not actively engaging with ServiceNow talent in the weeks around this conference, your competitors very likely are.

What this means for ServiceNow professionals

Whether you are in Las Vegas for the event, following the keynotes live online, or planning to catch session recordings at a more convenient time in your timezone, Knowledge 2026 is worth taking seriously if you care about where your career is heading.

The platform is moving fast. The professionals most in demand over the next few years are those investing now in understanding agentic AI, governance frameworks and the new platform architecture capabilities being announced this week. Even watching the opening and technical keynotes will give you a far clearer picture of where to focus your development time.

If you are a developer, the vibe coding sessions at CreatorCon will directly shape how your role is defined in the next wave of implementations. If you are an architect or platform engineer, RaptorDB and AI Control Tower are not optional knowledge any more. And if you are in a consulting or delivery role, the shift from assistive to agentic AI will define every client conversation you have from this point forward.

The Linking Humans team will be tracking every major announcement across the conference week and sharing what the developments mean for ServiceNow roles, salaries and career trajectories across all markets globally.

Frequently asked questions about ServiceNow Knowledge 2026

These are the questions people search for most when researching Knowledge 2026. If yours is not covered here, the Linking Humans team is happy to help.

Knowledge 2026: What It Means for Your Hiring Plans

ServiceNow’s Knowledge conference takes place 5-7 May in Las Vegas. If you’re trying to hire ServiceNow professionals, here’s what you need to know about how Knowledge affects the talent market and what you should do about it.

May and June Hiring Slows Down Every Year

This isn’t speculation. It’s a predictable pattern we see annually. ServiceNow professionals are either attending Knowledge (physically or virtually), processing what they learned, or pursuing certifications and upskilling based on conference content. They’re not actively job hunting.

If you have urgent hiring needs, you want offers accepted by mid-April. Otherwise, you’re realistically looking at June starts at the earliest, often stretching into July once you factor in notice periods.

The gap matters more than you think. A critical Platform Architect role sitting unfilled from April through June can derail Q2 project timelines, push implementation milestones into Q3, and create cascading delays across your platform roadmap.

Knowledge Creates a Talent Surge in July

The flip side is equally predictable. After Knowledge, professionals return energised, often with new certifications, and many reassess their careers.

If they’ve just learned about ServiceNow’s AI roadmap and agentic automation capabilities, but their current employer is still focused on legacy ITSM break-fix work, they start looking. If they’ve seen what best-in-class platform governance looks like and realise their organisation has none, they start looking. If they’ve networked with peers earning 20% more for similar work, they definitely start looking.

July and August are historically strong hiring months post-Knowledge. The candidate quality is often excellent because these aren’t desperate job seekers. They’re engaged professionals who’ve just had their ambitions raised and realised their current role doesn’t match where the platform is heading.

The Certification Surge Post-Knowledge

Expect candidates interviewing in June and July to have newly acquired certifications from Knowledge. This is positive; it shows they’re investing in staying current.

However, verify they have practical experience to back up the credentials. A certification earned at Knowledge without implementation experience isn’t as valuable as one earned through project work.

The certifications that will appear most frequently post-Knowledge 2026:

• AI-related credentials (Virtual Agent, AI Search, Predictive Intelligence)
• Automation and integration (Flow Designer, Integration Hub)
• Data quality and CMDB management
• Performance Analytics

These align with ServiceNow’s strategic direction from SKO 2026. Professionals are smart. They’re certifying in the capabilities ServiceNow is pushing hardest because they know that’s where demand will grow.

Knowledge as a Talent Attraction Tool

If your organisation is a ServiceNow customer, sponsor attendance for your team. This isn’t just training investment, it’s retention.

Our 2025 Global Salary Survey shows that 49% of ServiceNow professionals would look for a new role if promotion doesn’t happen within 12 months. Knowledge attendance signals investment in their development and provides the learning and networking that satisfy progression needs without necessarily requiring immediate promotion.

Professionals who attend Knowledge feel invested in. They return with new ideas, energy, and capabilities they want to apply. If you create space for them to implement what they’ve learned, retention improves significantly.

Conversely, if you refuse to send team members to Knowledge whilst competitors are sponsoring attendance, you’re sending a clear signal about how much you value development. Don’t be surprised when your best people leave for organisations that do invest.

How to Use Knowledge for Hiring

If you’re hiring, consider attending Knowledge yourself or sending hiring managers. The formal conference sessions are valuable, but the real opportunity is in the hallway conversations, partner events, and unofficial meetups.

The hallway track is where you’ll meet passive candidates who aren’t actively job hunting but are open to the right conversation. A ServiceNow Director of IT discussing their challenges over coffee isn’t in recruiting mode, but they’re absolutely assessing talent and making mental notes about impressive individuals.

Partner showcase sessions work both ways. Yes, partners use them to demonstrate capabilities and attract customers. But customers attending these sessions are also scouting talent. When someone asks an intelligent, challenging question that demonstrates deep platform expertise, you’ve just identified a potential hire.

Industry-specific roundtables are smaller, more intimate sessions where you’ll interact directly with people from your sector. A healthcare ITSM roundtable isn’t just about sharing best practices. It’s where the head of ServiceNow at an NHS Trust meets the architect who’ll solve their problem three months later.

The key is being genuinely helpful and knowledgeable, not overtly recruiting. Build relationships. Share insights. Demonstrate your organisation’s platform maturity and the interesting problems you’re solving. The hiring opportunity follows naturally.

Timing Your Hiring Around Knowledge

March/April strategy: Push hard to close current vacancies before Knowledge. Professionals interviewing in March and early April are motivated to secure new roles before the conference. They don’t want to start a new job immediately before or during Knowledge, so they’re making decisions quickly.

Use this urgency to your advantage. Streamline your interview process. Make decisions faster. The candidate interviewing with you in late March is probably interviewing with two other organisations. The one who moves fastest often wins.

May strategy: Accept that hiring velocity slows. If you’re starting a new search in May, set realistic expectations. You’re looking at June/July start dates at the earliest. Use this time to build your pipeline and have preliminary conversations, but don’t expect quick closures.

June/July strategy: This is when to be highly active. The post-Knowledge talent surge is real. Professionals return energised with new certifications and a fresh perspective on their careers. Many will be open to opportunities they wouldn’t have considered in April.

Register your vacancies with us in April so we can have preliminary conversations at Knowledge and follow up with formal introductions in June. By the time the July hiring surge hits, you’ve already warmed up the best candidates.

What Knowledge 2026 Themes Mean for Hiring

ServiceNow’s SKO 2026 doubled down on agentic AI and the platform as the AI control tower for business reinvention. Every customer conversation this year will centre on AI adoption and intelligent automation.

Knowledge 2026 will reinforce these themes. Expect sessions to be heavily focused on:

• Agentic AI capabilities and implementation patterns
• Virtual Agent and conversational AI interfaces
• Predictive Intelligence and proactive service delivery
• Platform governance and the AI control tower concept
• Integration patterns for AI-enabled workflows

Professionals attending will return wanting to work on these capabilities. If your organisation is investing in AI and automation, you’re well-positioned to attract post-Knowledge talent. If you’re still focused on legacy ITSM, you’ll struggle.

The strategic hiring question for Q3 2026 isn’t just “can we fill our Platform Architect role?” It’s “can we attract talent excited about the work we’re actually doing, or will they see us as behind the curve?”

The Skills Gap Will Become More Visible

Knowledge has a way of making skills gaps painfully obvious. Professionals attend sessions on capabilities they’ve never used, see what peers at other organisations are achieving, and realise how much they don’t know.

This creates two responses:

1. Motivated professionals immediately pursue certifications and upskilling to close the gap
2. Frustrated professionals realise their current employer isn’t investing in these capabilities and look for organisations that are

For hiring teams, this means June and July candidates will be more skills-conscious and certification-focused than usual. They’ll ask direct questions about your platform roadmap, your AI adoption plans, and whether you’ll invest in their development.

Have good answers ready. Vague responses about “we’re exploring AI” won’t cut it. Candidates will have just spent three days immersed in ServiceNow’s AI roadmap. They’ll know whether you’re serious or not.

Competitive Dynamics Post-Knowledge

Your competitors are reading this same advice. Elite Partners, major customers, and forward-thinking organisations all understand the post-Knowledge talent dynamics.

This means July and August will be genuinely competitive. The professionals with new certifications, fresh knowledge, and high engagement will have multiple options. Your ability to move quickly, offer compelling work, and demonstrate platform maturity will determine whether you win or lose.

The organisations that plan win. That means:

• Register vacancies early (April) so recruiters can work the Knowledge network
• Streamline interview processes so you can move from first conversation to offer in two weeks, not six
• Prepare compelling answers about your AI roadmap and platform governance
• Empower hiring managers to make decisions quickly without endless approval layers
• Have competitive offers ready that don’t require three weeks of internal negotiation

Partner with Recruiters Before Knowledge, Not After

We maintain relationships with ServiceNow professionals attending Knowledge. If you register your vacancies with us in March or April, we can have preliminary conversations at the conference, gauge interest, assess skills, and follow up with formal introductions in June.

By the time you’re seeing the July hiring surge, we’ve already identified the best candidates, established relationships, and warmed them up for your opportunity.

The organisations that wait until June to engage recruiters are competing for whoever is left after the early movers have hired. The organisations that plan in April are selecting from the entire talent pool.

The Bottom Line

Knowledge 2026 will create a predictable hiring pause in May, followed by a talent surge in July. The professionals attending will return with fresh certifications, raised ambitions, and often a reassessment of whether their current role aligns with where the platform is heading.

If you want to hire in this window, you need to:

1. Close current vacancies by mid-April or accept June/July start dates
2. Use May to build the pipeline and prepare
3. Be ready to move fast in June and July when talent becomes active
4. Have compelling answers about your AI roadmap and platform investment
5. Partner with specialist recruiters early so they can work the Knowledge network

The organisations that understand these dynamics and plan accordingly will have their pick of engaged, certified, ambitious professionals. The organisations that react late will struggle to fill roles and wonder why everyone’s already accepted other offers.

Want to discuss how to position your organisation for post-Knowledge hiring?

We can help you prepare a hiring strategy that takes advantage of the July talent surge whilst avoiding the May slowdown. Get in touch to discuss your needs.

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Knowledge 2026: The Sessions That Will Actually Change Your Career

ServiceNow’s Knowledge conference is 8 weeks away. While thousands will attend for product updates and certification labs, a select few will use it to land their next role, negotiate a promotion, or position themselves as specialists in emerging capabilities.

The difference isn’t luck. It’s strategy.

Most attendees treat Knowledge like a training event. They attend sessions relevant to their current role, collect some swag, and return to work with a few new tricks. The professionals who leverage Knowledge for career advancement approach it completely differently.

The Sessions Where Hiring Happens

Not all Knowledge sessions are created equal from a career perspective. Product roadmap sessions and technical deep dives are valuable for skills development, but they’re not where career opportunities emerge.

The sessions that matter for your career are the ones where you’ll be in the room with people who hire ServiceNow talent, not just people who use it.

Customer success story presentations are where senior leaders from major organisations discuss their ServiceNow implementations. These aren’t sales pitches. They’re hiring managers explaining their challenges, their teams, and their future plans. When a Financial Services Director of IT presents how they’re building their AI control tower, they’re also signalling they’ll need architects who understand that work.

Partner showcase sessions are where ServiceNow Elite Partners demonstrate their capabilities. These firms are always hiring, and they use Knowledge to assess talent. When you ask an intelligent question in a session run by a major consultancy, you’ve just put yourself on their radar in a way a LinkedIn application never could.

Industry-specific roundtables are smaller, more intimate sessions where you’ll interact directly with people from your sector. A healthcare ITSM roundtable isn’t just about sharing best practices. It’s where the head of ServiceNow at an NHS Trust meets the architect who’ll solve their problem three months later.

The certification labs and hands-on training are excellent for skills development. Attend them. But if you’re serious about career advancement, your priority should be the sessions where you can demonstrate expertise to people who hire, not just learn from people who teach.

The Art of Conference Networking (That Actually Works)

“Networking” at conferences has developed a reputation for being awkward, transactional, and often pointless. That’s because most people do it wrong.

Walking up to strangers with “So what do you do?” rarely leads anywhere. Neither does collecting business cards you’ll never follow up on, nor connecting on LinkedIn with 50 people you spoke to for 30 seconds.

The professionals who turn Knowledge attendance into career opportunities do something simpler and more effective: they ask good questions in sessions, then continue the conversation afterwards.

When someone presents a case study about their HRSD implementation, and you ask a specific, intelligent question about their integration challenges, you’ve immediately differentiated yourself from 200 people sitting silently. After the session, a simple “I appreciated your presentation, particularly the point about…” is a natural conversation starter that doesn’t feel forced.

The Knowledge app allows you to see who else attended which sessions. If you asked a question that sparked discussion, message the presenter and two or three other attendees afterwards with a genuine observation or follow-up question. You’ve just created a network based on shared professional interest, not awkward small talk.

The most valuable networking happens in unscheduled time. The queue for coffee. The walk between venues. The breakout area where people check emails between sessions. These moments allow for genuine conversations without the performance pressure of formal networking events.

And here’s what almost nobody does but should: arrive a day early or stay a day late. The professional community around Knowledge often organises unofficial meetups, partner events, and informal gatherings the day before or after the official agenda. These smaller events are where the real relationship building happens.

The Certification Strategy That Opens Doors

Knowledge offers dozens of certification opportunities, from instructor-led training to hands-on labs to exam vouchers. Most people approach certifications at Knowledge the same way they approach them normally: completing the next logical step in their progression.

That’s fine if your goal is skills development. If your goal is career advancement, you need to think about certification strategically.

The market doesn’t value all ServiceNow certifications equally. Some certifications are table stakes, expected for your role, but offering little differentiation. Others are force multipliers that immediately increase your market value.

Before Knowledge, analyse the platform’s strategic direction from SKO 2026 and recent product releases. ServiceNow is pushing hard into agentic AI, automation, and the platform as a control tower for business operations. The certifications that align with these priorities will be the ones that command premium salaries in 2027.

If you’re a mid-level Technical Consultant, everyone expects you to have your CIS certifications in your core modules. That’s not differentiation, that’s qualification. But if you’re the same Technical Consultant with micro-certifications in Predictive Intelligence and Virtual Agent, you’ve just positioned yourself for the work that’s actually growing.

Use Knowledge to gain certifications in emerging capabilities, not just deeper credentials in what you already do. The Developer who returns from Knowledge with AI Search certification hasn’t just learned a new feature. They’ve positioned themselves for every AI implementation project launching this year.

The certification labs at Knowledge also give you something you can’t easily get elsewhere: hands-on experience with capabilities your current employer hasn’t implemented yet. Even if you don’t sit the exam at the conference, the practical experience with new modules makes you credible when discussing them in interviews.

And here’s the detail that matters: put your new certifications on LinkedIn before you leave Las Vegas. The week of Knowledge is when hiring managers are most actively looking at ServiceNow professionals’ profiles. They’re thinking about their talent gaps while surrounded by examples of what good looks like. Your newly updated profile appearing in their feed isn’t a coincidence, it’s timing.

What to Do Before, During, and After

The professionals who maximise Knowledge for career advancement don’t start their strategy when they arrive at the venue. They start it weeks before.

Before Knowledge:

• Research which organisations and partners are presenting sessions in your areas of expertise or interest
• Identify specific people you want to connect with and understand their backgrounds
• Update your LinkedIn profile to reflect your current skills and aspirations (not just your current role)
• Prepare three intelligent questions for the sessions you plan to attend
• If you’re open to opportunities, update your status to reflect that subtly (Open to Opportunities feature, or updating your headline to include “Available from [date]”)

During Knowledge:

• Attend sessions for career opportunity (customer stories, partner showcases, industry roundtables), not just skills development
• Ask at least one question per day in a session (forces you to engage deeply rather than passively consume)
• Use the conference app to message people after sessions with genuine follow-up thoughts
• Attend at least one unofficial evening event or meetup
• Take notes on companies, people, and opportunities that interest you (you’ll forget by Tuesday if you don’t)

After Knowledge:

• Follow up within 48 hours with anyone you had a meaningful conversation with
• Write a LinkedIn post about your key takeaway from Knowledge (hiring managers read these to identify engaged professionals)
• Update your CV with any new certifications
• If someone mentioned their company was hiring, email them directly (not a LinkedIn message) expressing specific interest
• Register with specialist ServiceNow recruiters who work with the organisations and partners you met

The Opportunities You Don’t See Coming

The most valuable career outcome from Knowledge often isn’t the one you planned for.

You might attend planning to network with potential employers and end up in a conversation with a partner who offers you a consulting role you hadn’t considered. You might take a certification lab to tick a box and discover a module that genuinely excites you, changing your career direction. You might ask a question in a session and have three people approach you afterwards because your expertise solved a problem they’re facing.

These moments only happen if you’re genuinely engaged, asking questions, participating in discussions, and open to possibilities beyond your planned agenda.

The professionals who’ve successfully used Knowledge to accelerate their careers all share one characteristic: they treated it as a career development event that happened to include training, rather than a training event where career development might happen by accident.

ServiceNow Sales Kickoff 2026: Key Takeaways for the Year Ahead

ServiceNow’s annual Sales Kickoff (SKO) took place from 20-22 January in Las Vegas, bringing together the company’s global sales organisation to align on strategy, product priorities, and go-to-market messaging for 2026. Whilst SKO is an internal event, its impact extends far beyond the convention centre, shaping hiring trends, customer engagement strategies, and the broader ServiceNow ecosystem for the year ahead.

What Happened at SKO 2026?

The three-day event featured keynotes from ServiceNow’s executive leadership, including CEO Bill McDermott, President and Chief Product Officer Amit Zavery, and President of Global Customer Operations Paul Fipps. The agenda included industry-specific breakout sessions, product deep dives, partner sessions, and hands-on learning through “Learning Playgrounds” and the “Sellers Hub.”

The AI-First Agenda

ServiceNow positioned itself firmly as the “AI control tower for business reinvention,” with agentic AI dominating the conversation. The focus has shifted from simple AI assistance to autonomous agents that can diagnose, plan, and execute multi-step workflows independently. As Zavery noted, “2026 is the year of agentic collaboration in the enterprise.“

Key AI themes included:

• AI-powered workflow automation across all modules
• Agentic AI capabilities that work alongside humans rather than waiting for instructions
• Enhanced OpenAI collaboration, including direct speech-to-speech technology and GPT-5.2 integration
• Governance frameworks to manage “shadow AI” risks

Product Roadmap Priorities

ServiceNow’s land-and-expand strategy remains central, with emphasis on:

• Deeper IT Operations Management (ITOM) capabilities
• Expanded Security Operations (SecOps) functionality
• Continued growth in Customer Service Management (CSM) and HR Service Delivery (HRSD)
• Industry-specific solutions for financial services, healthcare, and the public sector
• Platform consolidation and ROI-driven adoption within existing customers

What This Means for ServiceNow Candidates

The priorities set at SKO directly influence where hiring demand will concentrate throughout 2026. Here’s what professionals should pay attention to:

In-Demand Skills

With ServiceNow doubling down on AI capabilities, expect increased demand for professionals with expertise in:

• Virtual Agent and Predictive Intelligence – as organisations deploy conversational AI
• AI-powered workflow automation – particularly those who can design and govern agentic AI implementations
• Integration specialists – to connect ServiceNow’s AI control tower with enterprise systems
• Industry-vertical specialists – especially in financial services, healthcare, and the public sector

Beyond Implementation: Adoption and Value Realisation

ServiceNow’s expansion strategy means growing demand for professionals who can drive adoption and demonstrate ROI, not just complete initial implementations. Customer Success Managers, Solution Architects, and Business Analysts with change management capabilities will be particularly valuable.

Career Strategy for 2026

• Follow the AI narrative: Upskill in agentic AI, governance frameworks, and responsible AI practices
• Specialise by industry: Vertical expertise will differentiate you in a competitive market
• Think beyond ITSM: Customer Service Management, HRSD, and cross-functional implementations are growth areas
• Network strategically: Connect with ServiceNow professionals across regions and practice areas to stay informed about emerging opportunities

What This Means for ServiceNow Clients

SKO sets the agenda for how ServiceNow will engage with customers over the next 12 months. The messaging your account team uses, the products they prioritise, and the business cases they present will all be influenced by what was discussed in Las Vegas.

What to Expect from Your ServiceNow Team

Your account executives and solution consultants will be focused on:

• AI adoption conversations: Expect discussions about how agentic AI can transform your service delivery, with emphasis on governance and responsible implementation
• Module expansion: ServiceNow will push deeper capabilities across ITOM, SecOps, CSM, and HRSD
• ROI and value realisation: Business cases will emphasise measurable outcomes and platform consolidation benefits
• Industry-specific solutions: Tailored approaches for your sector, whether financial services, healthcare, or the public sector

How to Prepare

1. Understand the product roadmap: Knowing where ServiceNow is investing helps you align your own digital transformation priorities
2. Evaluate AI readiness: Before deploying agentic AI, ensure your data quality and governance frameworks are robust
3. Think strategically about expansion: Consider which modules would deliver the highest ROI for your organisation
4. Engage with partners wisely: Understand how ServiceNow’s partner incentive structure has shifted to identify the best implementation support

Key Questions for Your ServiceNow Account Team

• How do the latest AI capabilities apply to our specific use cases?
• Which industries are seeing the fastest returns from agentic AI implementations?
• What governance frameworks does ServiceNow recommend for managing autonomous agents?
• How can we maximise ROI from our existing modules before expanding further?

The Retention and Expansion Strategy

ServiceNow’s growth model centres on expanding within existing customers, adding modules, increasing usage, and driving measurable value. For candidates, this means opportunities in customer success, adoption services, and value realisation roles. For clients, it means your ServiceNow relationship will increasingly focus on deeper platform utilisation rather than just maintaining what you’ve already implemented.

Looking Ahead: Key Dates for 2026

• Government Forum: 5 March 2026 at Gaylord National Resort, National Harbor, MD (formerly Federal Forum)
• Knowledge 2026: 5-7 May 2026 in Las Vegas – ServiceNow’s flagship customer and partner conference
• AI Summits: Throughout 2026 in cities worldwide

Final Thoughts

Sales Kickoff isn’t just an internal event; it’s where ServiceNow aligns its global organisation around a shared strategy that shapes the market for everyone working in or with the platform.

Whether you’re a ServiceNow professional looking to position yourself for the year ahead or a customer planning your platform roadmap, understanding these priorities helps you stay ahead.

The message is clear: 2026 is the year agentic AI moves from concept to widespread enterprise deployment.

The organisations and professionals who invest in understanding this shift, whilst maintaining robust governance and data quality, will be best positioned to thrive in the AI-powered enterprise.

ServiceNow’s Sales Kickoff (SKO) 2026: What It Means for the Year Ahead

If you work in the ServiceNow ecosystem, whether as a professional, partner, or customer, the next few weeks will set the tone for what 2026 looks like. ServiceNow’s annual Sales Kickoff (SKO) is happening January 20-22 in Las Vegas, and whilst it’s an internal event for ServiceNow’s global sales teams, the impact ripples far beyond the convention centre.

What Actually Is the Sales Kickoff?

The Sales Kickoff is ServiceNow’s annual gathering of its quota-carrying sales force, typically thousands of salespeople, account executives, solution consultants, and customer success teams from around the world. It’s part strategy session, part training event, part celebration of the previous year’s wins, and part motivational rally for the year ahead.

The agenda includes keynotes from ServiceNow’s executive leadership (Bill McDermott, Amit Zavery, Paul Fipps), breakout sessions on industry-specific strategies, product deep dives, partner sessions, and hands-on learning through what ServiceNow calls “Learning Playgrounds” and the “Sellers Hub.” There’s also significant focus on how ServiceNow positions itself in the market, what messaging they’ll use with customers, and which products or capabilities they’re prioritising.

For the people attending, it’s three intensive days of absorbing new product information, understanding go-to-market strategies, and networking with peers across different regions and industries. For everyone else in the ServiceNow ecosystem, it’s a signal of what’s coming.

Why This Matters if You’re Attending

If you’re heading to Las Vegas for SKO26, here’s how to make the most of it.

Focus on AI messaging. ServiceNow has positioned itself as the “AI control tower for business reinvention,” and every indication suggests AI capabilities will dominate the agenda. Pay close attention to how they’re framing AI-powered workflows, agentic automation, and the integration of AI across modules. This messaging will shape how customers talk about their needs and how opportunities are scoped for the rest of the year.

Understand the product roadmap priorities. The breakout sessions and Sellers Hub will reveal which products and capabilities ServiceNow is pushing hardest. Whether it’s deeper ITOM capabilities, expanded SecOps functionality, or continued growth in Customer Service Management and HR Service Delivery, knowing where the investment and attention are going helps you anticipate where demand will be strongest.

Build your network strategically. SKO is one of the few times the entire global field organisation is in one place. Use it. Connect with people in different regions, industries, or roles. If you’re in sales, talk to solution consultants about what’s working in demos. If you’re in customer success, connect with account executives about what’s driving renewals. These relationships matter when you need insight, support, or collaboration later in the year.

Take the competitive positioning seriously. ServiceNow will spend time during SKO explaining how to position against competitors, whether that’s legacy ITSM vendors, hyperscalers building their own workflow tools, or newer entrants trying to carve out niches. Understanding this positioning helps you have more confident conversations with customers and partners.

Don’t just absorb, apply. The volume of information at SKO can be overwhelming. Take notes on the three to five things that are most relevant to your role or territory, and plan how you’ll implement them in the first 30 days after the event. The teams that execute quickly on SKO insights tend to outperform those who treat it as a one-off event.

Why This Matters if You’re Not Attending

Even if you’re not at SKO, the decisions made and strategies unveiled there will affect you.

For ServiceNow professionals (candidates). The product priorities and messaging coming out of SKO shape where hiring demand will be strongest in 2026. If ServiceNow is doubling down on AI capabilities, expect increased demand for professionals with skills in Virtual Agent, Predictive Intelligence, and AI-powered workflow automation. If there’s heavy focus on industry-specific solutions (financial services, healthcare, public sector), expect more opportunities in those verticals. Pay attention to what your network is sharing from SKO; it’s a preview of which skills will be most valuable this year.

For ServiceNow customers (clients). SKO sets the agenda for how ServiceNow will engage with you over the next 12 months. The messaging your account team uses, the products they prioritise in conversations, and the business cases they bring to you will all be influenced by what they learned in Las Vegas. If you want to stay ahead, it’s worth understanding what ServiceNow is emphasising. Are they pushing platform consolidation? Expanding into new modules? Focusing on ROI from AI? Knowing this helps you have more strategic conversations with your ServiceNow reps and ensures you’re aligned with where the platform is heading.

For partners. SKO includes dedicated partner sessions, and the strategies discussed there will influence how ServiceNow partners are incentivised, which solutions get co-sell support, and where partnership investment is focused. If you work with ServiceNow partners or are considering implementation support, understanding these dynamics helps you evaluate who’s best positioned to support your needs.

What We’re Watching For

A few things we’ll be paying close attention to as insights from SKO26 filter through:

How aggressive is the AI messaging? ServiceNow has been positioning itself as central to enterprise AI strategies, but the specifics matter. Are they talking about AI as an add-on feature or as foundational to every workflow? This will shape how customers budget for AI initiatives and which roles become critical to implement them.

Which industries are getting the most attention? ServiceNow has been expanding beyond traditional IT service management into sectors like financial services, healthcare, telecom, and public sector. If SKO reveals heavy investment in specific verticals, expect accelerated hiring and project activity in those areas.

What’s the partner story? ServiceNow’s ecosystem is massive, and how they position partners (system integrators, MSPs, ISVs) at SKO signals where they see the most value. If there’s emphasis on partner-led implementations or co-innovation, that changes the talent landscape as partners ramp up hiring to meet demand.

What’s the retention and expansion play? ServiceNow has built its growth on land-and-expand strategies. If SKO focuses heavily on expanding within existing customers (adding modules, increasing usage, driving ROI), that suggests strong demand for professionals who can drive adoption and value realisation, not just initial implementation.

The Bottom Line

Sales Kickoff isn’t just an internal event. It’s where ServiceNow aligns its global organisation around a shared strategy, and that strategy shapes the market for everyone who works in or with the platform.

If you’re attending, use it strategically. If you’re not, stay tuned to what emerges. The priorities set this week in Las Vegas will define where opportunities, investment, and demand concentrate over the next 12 months.

ServiceNow Saudi Summit 2025: Key Insights

The ServiceNow Put AI to Work Summit held at the JW Marriott in Riyadh on Monday, 8th September 2025, marked a pivotal moment for digital transformation in Saudi Arabia. This comprehensive recap provides valuable insights for both job seekers and organisations considering ServiceNow solutions in the Kingdom.

Event Overview and Strategic Focus

The summit brought together over 500 distinguished guests, including representatives from prominent Saudi organisations such as NEOM, SDAIA, and Aramco. The event centred on ServiceNow’s vision of “putting AI to work for people,” showcasing how the platform can drive exponential productivity across business operations.

Saif Mashat, Area Vice President for ServiceNow Saudi Arabia, emphasised the company’s commitment to the Kingdom, stating that their team continues to grow whilst working closely with local and global partners to deliver tangible results that drive the country’s tech ecosystem.

Major Announcements and Platform Innovations

AI Agents and Platform Capabilities

The summit highlighted ServiceNow’s latest AI innovations, particularly the AI Agent platform designed to create “a new digital workforce”.

Key announcements included:

RaptorDB Performance Database: ServiceNow unveiled RaptorDB, their next-generation database designed for speed and scale. This high-performance database improves transaction times by up to 53%, runs analytics and loads dashboards up to 27 times faster, and delivers three times more transactional throughput.

AI Control Tower: A centralised command centre for governing, managing, and securing AI agents, models, and workflows across the enterprise. This solution addresses critical governance challenges in deploying autonomous AI systems.

Enhanced CRM Capabilities: The summit showcased ServiceNow’s AI-powered CRM platform that unifies selling, fulfilment, and service on one platform, enabling businesses to transform from reactive support to proactive customer engagement.

Customer Success Stories

Pure Storage was highlighted as a customer success story, demonstrating how ServiceNow CRM enables them to deliver smarter, proactive, and connected experiences at scale while reducing costs. BT was also mentioned as a customer benefiting from ServiceNow’s AI agents.

Strategic Partnerships and Local Investment

Partnership Ecosystem Expansion

The summit reinforced ServiceNow’s commitment to building a robust partner ecosystem in Saudi Arabia. Two significant partnerships were highlighted:

Solutions by STC Partnership: This collaboration focuses on delivering AI solutions and services to organisations across Saudi Arabia, transforming business outcomes by infusing AI intelligence across every business process.

Customizo Partnership: The global systems integrator has expanded into Saudi Arabia as a strategic consulting and implementation partner, bringing decades of expertise to power regional innovation with a strong commitment to localising services.

Investment and Infrastructure Development

ServiceNow’s presence in Saudi Arabia builds upon its substantial $500 million investment in the Kingdom announced previously. Key infrastructure developments include:

Regional Data Centres: ServiceNow confirmed plans to launch data centres in Saudi Arabia by 2026, which will meet the country’s data residency and high-speed latency standards whilst adhering to strict data privacy frameworks.

Arabic Platform Support: The Now Platform is now available in Arabic, providing end-users with a comprehensive mobile experience, from customer and employee interactions to IT support and risk management.

Opportunities for Candidates

Growing Demand for ServiceNow Skills

The Saudi market presents tremendous opportunities for ServiceNow professionals. Industry analysis reveals:

High Demand, Limited Supply: There is significant demand for ServiceNow experts but a shortage of qualified professionals in the Middle East, particularly in Saudi Arabia. Professionals with certifications and practical experience can command premium positions.

Key Skill Areas: The most sought-after expertise includes:

• IT Operations Management (ITOM)

• Strategic Portfolio Management (SPM)

• Governance, Risk, and Compliance (GRC)

• Integrated Risk Management (IRM)

• Arabic-speaking capabilities (highly valued)

Career Growth Trajectory: ServiceNow’s expanding presence in the Kingdom, including its growing Riyadh team and upcoming data centres, creates substantial career advancement opportunities.

Client Value Propositions

Digital Transformation Acceleration

The summit demonstrated how ServiceNow’s AI platform enables organisations to:

Operational Excellence: Companies implementing ServiceNow solutions have achieved 40-60% reduction in resolution times, 30% reduction in ticket volume through intelligent self-service, and 20-25% reduction in operational costs.

Scalability and Performance: With RaptorDB, organisations can handle billions of complex transactions supporting both operational and analytical workloads in real-time.

Unified Platform Benefits: Unlike traditional fragmented systems, ServiceNow provides one platform for end-to-end business transformation, eliminating inefficiencies tied together by spreadsheets and human middleware.

Industry-Specific Solutions

ServiceNow showcased tailored solutions for key Saudi sectors:

• Financial services with Now Assist for Financial Service Operations

• Healthcare with unified patient support operations

• Telecommunications with network inventory and performance management

• Public sector digital services aligned with Vision 2030 objectives

Compliance and Governance

The platform addresses critical Saudi requirements, including:

• Data residency compliance through local data centres

• Arabic language support for local workforce integration

• Robust security and privacy frameworks meeting regional standards

Vision 2030 Alignment

The summit reinforced ServiceNow’s role in supporting Saudi Vision 2030. H.E. Eng. Abdullah Alswaha, Minister of Communications and Information Technology, highlighted the Kingdom’s strengthened position as a leader in digital transformation through partnerships with global leaders like ServiceNow.

ServiceNow’s AI-integrated solutions are fundamentally transforming the enterprise software industry across businesses in the Kingdom, contributing to the ambitious goals of creating a global innovation hub.

Future Outlook

The ServiceNow Saudi Summit 2025 clearly demonstrated that the Kingdom is no longer just catching up in technology but is leading transformation initiatives. With ServiceNow’s continued investment, expanding partner ecosystem, and commitment to local talent development, the platform offers substantial opportunities for both career advancement and business transformation.

The combination of AI-powered automation, robust governance capabilities, and local infrastructure positions ServiceNow as a strategic partner for organisations embarking on their digital transformation journeys in Saudi Arabia. For professionals in the ServiceNow ecosystem, the Kingdom presents an exciting frontier with significant growth potential and competitive opportunities.

The summit’s focus on practical AI implementation, customer success stories, and strategic partnerships provides a clear roadmap for how ServiceNow will continue to “put AI to work” in supporting Saudi Arabia’s ambitious technological transformation goals.

ServiceNow Knowledge 2025 Recap: AI, Automation, and the Future of Work

ServiceNow Knowledge 2025 delivered a wave of innovation, practical AI solutions, and new platform capabilities that are already shaping the future of digital transformation, workflow automation, and customer experience. Here’s a comprehensive recap of the top announcements and trends from this year’s event- essential reading for anyone searching for the latest on ServiceNow AI, enterprise automation, and next-generation CRM.

ServiceNow AI Platform: Unified Intelligence for Enterprise Transformation

A headline announcement was the launch of the reimagined ServiceNow AI Platform. Designed for the agentic and open era, this platform brings together any AI, any agent, and any workflow on a single foundation. Organisations can now unify intelligence, data, and orchestration across all business functions, moving from fragmented pilots to enterprise-scale AI execution.

• AI Control Tower: This central command centre allows businesses to govern, manage, and secure every AI agent, model, and workflow in one place. It streamlines AI operations and ensures seamless, responsible integration into enterprise strategies, helping organisations realise the full value of their AI investments

• AI Agent Fabric: ServiceNow’s new AI Agent Fabric enables agent-to-agent and multi-model communication, making it easier for AI systems and tools to collaborate and automate complex, cross-platform workflows

• Workflow Data Network: By uniting data platforms, applications, and open-source tools, this network eliminates silos and delivers real-time intelligence to power AI-driven workflows and decision-making

AI-Powered CRM: Redefining Customer Experience

ServiceNow unveiled a next-generation, AI-powered CRM platform designed to unify sales, fulfilment, and service. This CRM orchestrates work across departments, enabling fast, seamless experiences throughout the customer lifecycle. New AI agents can now autonomously complete tasks, scale contact centres, and deliver true self-service-transforming how organisations approach customer engagement and retention.

• Personalised and proactive experiences across the entire customer journey

• End-to-end automation that reduces manual effort and improves productivity

• Integration with existing systems to break down barriers between teams and data

Core Business Suite: Transforming Essential Functions

The new Core Business Suite, powered by AI, connects employees, suppliers, systems, and data in one place. It streamlines HR, procurement, finance, facilities, and legal processes, driving efficiency and faster time to value for organisations of all sizes. The Finance Case Management solution, for example, uses AI-driven workflows to automate requests and eliminate manual work across back-office teams.

• Accelerated digital transformation across business operations

• Improved service experiences and reduced operational costs

• Scalable for enterprises and fast-growing businesses alike

Deeper Integrations and Strategic Partnerships

Knowledge 2025 also featured expanded integrations with leading technology partners, including Microsoft, NVIDIA, Google Cloud, Oracle, Accenture, Adobe, Cisco, and Zoom. These partnerships enable seamless workflows, improved data orchestration, and faster business outcomes for global enterprises.

Autonomous IT and Enhanced Employee Experience

ServiceNow continues to drive the shift from IT support to IT strategy with autonomous operations powered by AI. Solutions like Lenovo’s Care of One, deeply integrated with ServiceNow, showcased how automation and personalisation can modernise IT operations, reduce onboarding time, and deliver better employee experiences.

• Real-time case deflection and reduced manual workloads

• Hyper-personalised support for employees worldwide

• Measurable improvements in efficiency and satisfaction

The Takeaway: ServiceNow Leads the AI-Driven Enterprise Revolution

Knowledge 2025 confirmed ServiceNow’s position as a leader in enterprise AI, automation, and digital workflow transformation. The new platform capabilities, AI-powered CRM, and Core Business Suite are set to help organisations:

• Accelerate digital transformation and workflow automation

• Improve customer experiences and retention

• Optimise core business functions with AI-driven insights

• Strengthen IT operations and employee engagement

Why ServiceNow Knowledge 2025 Matters to You: Candidates and Clients

ServiceNow Knowledge 2025 brings exciting opportunities for both candidates and clients in the ServiceNow ecosystem. For candidates, the event’s focus on AI-driven automation, next-generation CRM, and the launch of ServiceNow University means there is a growing demand for skilled professionals who can navigate these new technologies and lead digital transformation projects. Upskilling through tailored learning paths and certifications is now more important than ever to stay competitive in the evolving job market.

For clients, Knowledge 2025 highlights how ServiceNow’s expanded AI capabilities and integrated workflows can drive efficiency, improve customer experience, and enhance security across business functions. Finding the right talent with expertise in these cutting-edge ServiceNow solutions is critical to maximising the platform’s value and accelerating business outcomes.

If you are a ServiceNow professional looking to advance your career or a company seeking top-tier ServiceNow talent, we can help. Get in touch with us today to explore the latest job opportunities or to find skilled candidates tailored to your business needs. Together, we can unlock the full potential of ServiceNow for your organisation.

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ServiceNow Knowledge 2025: Tips for Getting the Most Out of the Event Without Attending

ServiceNow Knowledge 2025, scheduled for May 6-8, 2025, at The Venetian Resort in Las Vegas, promises to be a landmark event for the ServiceNow community. Being marketed as “The AI event of 2025,” it will focus on digital transformation, workflow automation, and AI implementation across businesses. While attending in person offers unique benefits, those unable to make the trip can still extract tremendous value from this event with the right approach. This guide outlines strategies to maximise your virtual participation in Knowledge 2025, ensuring you don’t miss out on the latest innovations, insights, and networking opportunities.

What to Expect from Knowledge 2025

Knowledge 2025 brings together ServiceNow professionals, developers, business leaders, and enthusiasts from around the globe. The agenda is packed with:

• Keynote sessions: Insights from ServiceNow executives, industry leaders, and special guests on the future of digital transformation and AI-powered workflows.

• Hands-on labs: Interactive sessions designed to help you deepen your technical skills and explore new features under expert guidance.

• Breakout sessions: Covering a wide range of topics, from IT service management and HR to customer service and cross-platform integrations.

• Networking opportunities: Even virtually, there are ways to connect with peers, experts, and partners to exchange ideas and build your professional network.

Key themes for this year include the integration of generative AI (such as Now Assist), cross-platform workflow automation, scalable governance, and the expansion of ServiceNow’s CRM capabilities.

Strategies for Virtual Participants

1. Plan Your Agenda in Advance

Review the published agenda and prioritise sessions that align with your professional interests or organisational goals. Many sessions are recorded, so you can catch up later if you have scheduling conflicts.

2. Engage with Keynotes and Live Streams

ServiceNow typically offers livestreams of major keynotes and selected sessions. Block out time to watch these live, as they provide the latest announcements and strategic direction from ServiceNow leadership.

3. Take Advantage of On-Demand Content

Most breakout sessions and labs are made available on demand after the event. Create a shortlist of must-watch sessions and set aside time post-event to work through them at your own pace.

4. Participate in the Community

Join ServiceNow user groups and participate in online forums before, during, and after the event. These communities are invaluable for sharing insights, discussing new features, and networking with peers globally.

5. Follow Social Media and Event Hashtags

Monitor the official event hashtag (such as #Knowledge25) on LinkedIn for real-time updates, session highlights, and discussions. Many attendees and ServiceNow experts share their key takeaways and resources in real time.

6. Connect with Partners and Experts

Many ServiceNow partners and sponsors host virtual booths, webinars, or Q&A sessions alongside the main event. Take advantage of these to ask questions, see product demos, and learn about the latest ecosystem innovations.

7. Organise a Virtual Debrief

After the event, summarise your key learnings and share them with your team. Consider hosting a virtual lunch-and-learn or roundtable to discuss how new insights can be applied within your organisation.

Key Takeaways for Remote Attendees

• Stay proactive: Register for updates and check the official ServiceNow Knowledge website for the latest on virtual access and session availability.

• Leverage community resources: User groups, forums, and social media can fill the gap left by not being physically present.

• Focus on actionable insights: Prioritise sessions and labs that offer practical knowledge you can implement in your role or organisation.

• Build your network: Engage with other virtual attendees, speakers, and partners to expand your professional connections.

Conclusion

While attending ServiceNow Knowledge 2025 in person offers a unique experience, virtual participants can still access a wealth of knowledge, inspiration, and networking opportunities with the right approach. By planning, engaging actively online, and sharing your learnings, you can ensure you and your organisation benefit fully from the event’s innovations matter where you are.

Stay connected with the ServiceNow community and keep an eye out for further updates on virtual participation options as the event approaches.

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How to Prepare for ServiceNow Knowledge 2025: Expert Tips for Attendees 

ServiceNow Knowledge 2025 is just around the corner, and whether you’re a first-timer or a seasoned attendee, preparing well can make all the difference to your experience. This blog will guide you on organising yourself, maximising your learning, and getting the most from this premier event.

1. Plan Your Schedule Early

• Register and book sessions as soon as possible. Popular sessions fill up quickly, so secure your spot early to avoid disappointment.

• Review the event agenda and identify key sessions that align with your role and goals. Whether you’re a developer, tech leader, or business user, tailor your schedule to focus on relevant tracks and topics.

• Consider attending the Pre-Conference Training day on May 5th, which offers customised sessions and certification vouchers to boost your skills before the main event.

2. Set Clear Learning Objectives

• Define what you want to achieve: Is it certification, networking, or mastering new features like GenAI and platform administration?

• Focus on trending topics such as CMDB, CSDM, AI integration, and workflow automation to stay ahead in the evolving ServiceNow ecosystem.

3. Organise Your Logistics

• Prepare your travel and accommodation early to avoid last-minute stress

• Pack essentials, including your device chargers, business cards, and comfortable shoes for walking between sessions

• Familiarise yourself with the venue layout and event app to navigate efficiently

4. Network Strategically

• Use your ServiceNow representative to connect with peers in your industry before and during the event

• Attend networking sessions, parties, and developer meetups to build relationships that extend beyond the conference

• Engage actively in community forums and social media to enhance your presence and learn from others

5. Maximise Your Event Experience

• Take notes during sessions and collect resources for later reference

• Participate in hands-on labs and workshops to deepen your understanding

• Avoid common pitfalls such as overbooking your schedule; leave time for breaks and spontaneous learning opportunities

6. Post-Event Follow-Up

• Review your notes and share key insights with your team to maximise organisational impact

• Reach out to new contacts and continue conversations to build your professional network

• Plan how to apply new knowledge and certifications to your projects and career development

By following these tips, you’ll be well-prepared to make the most of ServiceNow Knowledge 2025, gaining valuable skills and connections that will benefit your career worldwide.

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