Autonomous IT Academy: Upcoming & Past Sessions

[Pete Withers]

The Autonomous IT Academy is your guide to mastering ServiceNow's Autonomous IT framework. This series takes you through the full transformation journey, centered on achieving two critical outcomes: zero service outages and zero-touch IT support. Each session focuses on actionable steps—how to operationalize AI-driven automation, institute proactive issue resolution, and enable self-service capabilities across your IT environment. This series is designed to help you break silos, optimize workflows, and turn the vision of uninterrupted, efficient IT operations into reality. We will have product experts on hand to demonstrate concepts, provide actionable guidance, and answer your questions in a live setting. 

Autonomous IT Academy sessions are scheduled for every other Wednesday at 8AM PST/11AM EST. You only need to register here one time for the series to receive automatic notifications for upcoming session.

Upcoming Sessions: 

March 4, 2026 - CMDB Core

• How to configure CMDB Core so identification, reconciliation, and data source authority prevent duplicates and conflicting CI data
• Establishing CI class structure and governance aligned to CSDM, starting with a small set of principal CI classes
• Using CMDB 360 and CMDB Health to validate data quality, detect issues early, and build trust in the CMDB

March 18, 2026 - Service Mapping 

• Service Mapping foundations, including patterns, schedules, and defining application services
• Identifying service entry points and mapping upstream and downstream dependencies
• Visualizing service maps for critical business services, with governance and ownership considerations

April 1, 2026 - AI Skills for Fulfillers

• Using AI to support agent triage and categorization during incident handling
• Applying AI‑assisted investigation and resolution guidance, including SLA explanation
• Generating incident summaries, resolution notes, and knowledge content using AI skills

April 15, 2026 - AI Skills for Requestors

• Using Now Assist Virtual Agent and Voice Agent to support requestors through conversational self‑service
• Applying intent detection and topic routing to guide users to the right support path
• Reducing manual ticket submission through AI‑driven request and issue handling

April 29, 2026 - Event Management

• Event Management foundations, including event ingestion strategy, normalization, classification, and alert setup
• Alert management basics such as correlation, alert‑to‑incident creation, prioritization, and noise reduction
• Applying AI‑assisted event investigation and summarization to support faster operator response

May 13, 2026 - Service Graph (Enhanced)

• Integrating data into the Service Graph, including knowledge graph alignment and expanded Service Graph Connectors
• Maintaining up‑to‑date service topology through real‑time topology updates
• Enabling cross‑domain data connections to support broader visibility across ITOM and ITSM

May 27, 2026 - Discovery - Cloud

• Discovering cloud‑native compute, network, and storage across AWS, Azure, and GCP
• Capturing dynamic topology and real‑time relationships in multi‑cloud environments
• Normalizing cloud attributes into a single CMDB model to support service maps, dashboards, and governance

June 10, 2026 - Autonomous Change & Release

• End‑to‑end change automation, including automated change creation, risk‑based approvals, and safe auto‑scheduling
• Autonomous release governance with data‑driven policies, validation gates, release health scoring, and automated rollback
• Major Incident automation, including playbook‑driven resolution steps, auto‑resolution for known patterns, and automated bridge and communications

Register Here

Explore past events by topics: 

• On-Call Best Practices