Artificial Intelligence
Knowledge 2026: ServiceNow Steps Out From Behind the Help Desk
If your IT team needs a system to help manage and address support requests, ServiceNow is still the gold standard. But as it was made clear this week at Knowledge 2026 in Las Vegas, the company is leveraging agentic AI to branch out. New product announcements and demonstrations repeatedly highlighted use cases that promise to have impact far beyond the help desk. HR leaders, legal departments, customer service desks and financial teams are already deploying agents to streamline workflows by automating tasks to drive efficiency and productivity. And if the experience at Knowledge 2026 is any indication, the adoption rate will only continue to increase.
To learn more about Knowledge 2026, visit our conference page.
Participants
Tom Plankers, Sales Director, CDW
Terence Chesire, Group Vice President for CRM and Industry Workflows, ServiceNow
Jithin Bhasker, Group Vice President and General Manager for AI Application Platform and Developer Products, ServiceNow
Blake McConnell, Senior Vice President and General Manager of Industry Products, ServiceNow
Video Highlights
- One of the emerging trends around agentic AI is conversational AI, which allows human users to interact with agents using natural-language processing.
- Tom Plankers of CDW noted that ServiceNow users are typically expanding their use of the platform by beginning with HR tasks.
- Blake McConnell of ServiceNow said he is seeing financial services organizations use the company’s AI assistants to simplify and automate complex workflows.
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