ServiceNow Exchange: 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.

Learn more about the Autonomous IT ServiceOps program

Each webinar academy 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.

Future Sessions and On-Demand Recordings:

Date	Topic	Description
July 22, 2006 [upcoming]	The Data Model AI Can't Work Without: CSDM for Brownfield Environments | Autonomous IT Academy	AI agents can't route incidents, change risk assessments miss dependencies, and automation breaks at the seams — usually because the service model underneath it isn't right. Understand what CSDM is, how it relates to your CMDB, and where brownfield environments typically get stuck See why AI capabilities across ITSM, ITOM, and beyond depend on a complete, well-structured service model Get a practical path to improving your CSDM posture from where you are today
July 8, 2026 [upcoming]	Configure and Activate Major Incident Management to deliver coordinated responses and prevent remediation costs associated with major incidents	Major incidents define your team's credibility. Every minute of uncoordinated response erodes customer trust and compounds remediation cost. Set up trigger rules, role assignments, and the Major Incident Workbench as a single command center Configure Communication Plans that deliver automated, role-targeted notifications at every workflow milestone Walk through Post-Incident Review linked to Problem Management to close the loop from crisis to permanent fix
June 24, 2026 [upcoming]	Stop Alert Storms Before They Become Incidents with Event Ingestion and Alert Grouping	Thousands of events but no structured process to turn them into decisions. Event Ingestion  Tag-based grouping
June 10, 2026	Balance Speed & Governance With Fit-for-Purpose Change Models	Change is the primary lever for controlled improvement but can unintentionally also cause service disruption. ServiceNow Modern Change Management puts structure, automation, and risk intelligence at the center of every change decision. Implement fit-for-purpose change models that route each type through the right workflow
May 27, 2026	Digital Employee Experience for proactive Endpoint Support	No visibility into how end users actually experience IT on their devices. Measure device health, app performance, and user sentiment Connect endpoint telemetry back to incident and change workflows Close the loop between IT operations and employee productivity
May 13, 2026	Fix Data Quality at the Source: CMDB Success Advisor + Dynamic IRE	Your CMDB data quality isn't where it needs to be for downstream processes like HAM. Walk through the CMDB Success Advisor — a free store app for guided remediation
Apr 29, 2026	Close the Knowledge Gap: LEAP	One in three IT ops incidents never gets a root cause resolution. Runbooks go stale. See how LEAP uses ML clustering to turn closed incidents into Automation Opportunities Walk through the full workflow from scope to one-click playbooks Understand the four-step implementation framework
Apr 15, 2026	Deflect Calls, Reduce Cost: AI Skills for Requestors	Phone channel handles 40-70% of helpdesk contacts at roughly $20 per call. See a live phone call with an AI voice agent resolving incidents in real time Walk through voice assistant configuration end to end Start with out-of-the-box use cases and expand from there
Apr 1, 2026	Accelerate Agent Productivity: AI Skills for Fulfillers	Licensed for Now Assist but haven't activated the AI skills. Walk through plugin activation, skill configuration, and prompt customization See AI-driven triage and summarization live in the agent workspace Activate one skill at a time, measure, and expand
Mar 18, 2026	See Business Impact: Service Mapping	You have CIs but no business context — when something breaks, you can't trace the impact. Choose the right mapping method for each service Get maps operationalized at 80% rather than waiting for perfection See live demos of dynamic CI groups, tag-based mapping, and top-down maps
Mar 4, 2026	Build Trusted Data: CMDB Core	Your CMDB has duplicates, stale data, or gaps and your teams have gone back to spreadsheets. Scope to 3-5 principal CI classes that matter for outages and change planning Configure CI identifiers and data source precedence Use CMDB 360 and Health to validate data quality before you scale
Feb 18, 2026	Reduce Recovery Time: Major Incident Management	Major incidents still mean scrambling across Slack, email, and bridges with no single owner. Set up trigger rules that flag the right incidents Use the Major Incident Workspace as a single command center Configure post-incident reviews that turn outages into improvements
Jan 21, 2026	Eliminate Coverage Gaps: On-Call Scheduling	You have on-call schedules but coverage gaps keep causing delays. Design shift rotations that eliminate single points of failure Build escalation paths that route to the right responder Set operational guardrails for sustainable 24x7 coverage

Register for the Autonomous IT Academy

Find all the on-demand videos on the ServiceNow Exchange Autonomous IT session playlist: Watch here

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About ServiceNow® Exchange: 

ServiceNow Exchange is your gateway to faster, smarter business outcomes. Connect with peers and industry experts as we simplify complexity through actionable insights, proven shortcuts, and insider tips. Explore curated sessions led by top ServiceNow innovators—designed to give you exclusive knowledge and practical tools to accelerate success and deliver real results. Click here to see the full catalog of ServiceNow Exchange events