Hello, I’ll be attending Knowledge next week and would love to connect with other SNUG members for some collaboration time. We currently use Major Incident Management within our organization and are interested in learning more about your user journey and experiences. Thanks, Daniel ... View more

Within our organization, we are in the process of adopting an interactions‑first model for our Service Desk. As we are relatively late in this transition, we’re interested in connecting with organizations that have recently made this shift—or those currently operating in an interactions‑first model—to share learnings and best practices. Our goal is to learn from your experience and proactively avoid challenges you may have encountered along the way. Additionally, we’d love to understand if and how you are leveraging out‑of‑the‑box ServiceNow AI capabilities to support a zero‑touch (or near zero‑touch) Service Desk model.   Thank you, and we appreciate any insights you’re willing to share.       ... View more

Hello SNUG Members!   We hope you'll join us at Knowledge 2026, taking place May 5–7 in Las Vegas — and it's shaping up to be the biggest Knowledge yet! This year's event features exciting new innovations including AI Agents, Agent Studio, the AI Control Tower, and RaptorDB.   With over 1,000 breakout sessions and content tracks, plus technical training, CreatorCon, and much more, there's something for everyone. [Take a look!]   Not registered yet? There's still time — but don't wait too long. The room block deadline for attendees closes on April 6th.   Event Highlights Certification Exam Waiver & Discount — Attend Knowledge and take any of the 18 mainline ServiceNow certification exams without needing to complete prerequisite training first. Registered attendees also receive a 75% discount on exam fees. Two brand-new certifications will be offered on-site for the first time: Certified Implementation Specialist – Data Foundations (CMDB & CSDM). ServiceNow University Day — A dedicated full day of deep technical learning is included as part of the Knowledge experience. The After Party at the Sphere — Cap off the event at the iconic Sphere venue with a night to remember, featuring Idris Elba on the decks followed by the Backstreet Boys. Come Find Us! Be sure to visit the Knowledge Playground in the Expo — a dedicated space for all community members, bringing together CreatorCon, SNU, and SNUGs in one place. We'd love to see you there!   Have questions? You can find help at the Events Help Center.   I hope to see you in Las Vegas this May!   Tracy O'Brien ... View more

Hello SNUG Members!   I am excited to invite you to register for Knowledge 2026!   If you have not done so already, register to attend the event to access Agenda Builder on Tuesday, April 7th.   If attending, please visit me at the Expo in the community area. The SNUG area is called The Knowledge Playground and is the heartbeat of the SNUG community at Knowledge 2026.   This dedicated space is where ServiceNow User Group members come together to connect, learn, and energize each other — face to face.   NEW this year are the SNUG pins replacing the badge ribbons! Come by to collect this keepsake that you can wear each year at Knowledge.   Whether you lead a chapter, present at local events, or are just getting started with a SNUG, the Knowledge Playground is your place at the Expo. Meet chapter leaders and steering committee members, explore resources to help grow your user group, and join drop-in conversations on topics that matter to your community.   With open seating, scheduled meet-and-greets, and community programming throughout the three days, the Knowledge Playground is more than a space — it's a reunion. Come for the connections. Leave with the inspiration to bring something great back home.   I hope to see you there!   Tracy O'Brien ... View more

Awareness of AI opens the door, but using it in meaningful ways is what brings it to life.    ServiceNow AI Summit Charlotte is happening February 24, 2026 at the Charlotte Convention Center.     What to expect:  AI Control Tower keynote + customer panel – See how companies are rethinking operations with AI at the center, with real success stories and actionable takeaways  Breakout sessions – Make your data AI-ready, reimagine CRM, and put autonomous workflows to work across IT, HR, security, and operations  Exchange Roundtables – Get your biggest questions answered through expert-led, peer-to-peer discussions with the ServiceNow community  Want to go deeper? Join us for Learning Labs on February 23, the day prior to the Summit—full-day workshops led by ServiceNow experts. Learning Labs are filling up quickly, so make sure to secure your spot today!    Make this where you put AI to work for you. We'll see you in Charlotte!    Click here to register  ... View more