Click on 'View recap' for a quick overview, including a recording of the session and your reference presentation. This YouTube playlist allows you to explore our previously recorded Platform Academy sessions. Enjoy!
2026 - Platform Fundamentals Academy Sessions
Platform Academy Sessions
| Session cover page | Session Details | Category |
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April 16th, 2026 - Knowledge Center: Deep Dive - Article Duplicates and Knowledge Gaps Healthy knowledge drives better outcomes across the platform. This deep dive explores how Now Assist-powered Knowledge Center helps you detect duplicates, identify knowledge gaps, and gain the insights needed to keep your knowledge ecosystem accurate, relevant, and power effective AI outcomes. View recap |
Knowledge Management |
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April 14th, 2026 - Getting started with Health & Safety Mobile Getting Started with Agent Mobile for Health and Safety. Unlock the full potential of Health and Safety from any location with mobile and offline capabilities. This session is designed to help your workforce stay productive and compliant wherever work happens- even without a network connection. Learn how to capture incidents, conduct inspections, and capture critical information directly from your mobile device. View recap |
Mobile |
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April 9th, 2026 - UI Interactions This session introduces UI Interactions, a powerful new framework arriving with the ServiceNow Australia release that fundamentally simplifies how developers extend Workspaces without taking ownership of out‑of‑box pages. We explore how UI Interactions replace hard‑to‑maintain event mapping with a linear, encapsulated, and declarative approach to UI logic, making common tasks like launching modals, handling button actions, and running server scripts significantly easier. The stream covers the motivation behind solving the “ownership problem,” a guided tour of the new UI Interaction Editor in UI Builder, and practical guidance on choosing between Generic, Form, and List interaction types. |
Next Experience |
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April 7th, 2026 - From Patching to Predictable Upgrades: Accelerate Your Next ServiceNow Upgrade with Upgrade Console Many ServiceNow customers apply patches to stay current, but full upgrades can still feel manual, fragmented, and risky. This Platform Academy session is for customers who have applied at least one patch and are preparing for their next upgrade. We’ll show how Upgrade Console builds on your upgrade experience to provide a more predictable, insight‑driven, and controlled process. You’ll learn how Upgrade Console helps you: gain centralized visibility into upgrade readiness and progress, identify risks earlier using pre‑upgrade insights and system signals, reduce manual coordination across teams and tools, and transition from reactive patching to a scalable, repeatable upgrade process. Whether you’ve patched recently or upgrade every release, this session will explain why Upgrade Console should be your default starting point and how to adopt it confidently. Who should attend: platform owners, upgrade leads, release managers, and technical admins who have applied patches and want a more predictable upgrade experience. |
Fundamentals |
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April 2nd, 2026 - An Admin's Guide to Assistant Analytics Learn why Assistant Analytics matters for admins responsible for AI adoption and performance. This overview explores the types of insights available and how they support visibility, measurement, and continuous improvement across assistants. |
AI and Now Assist |
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March 31st, 2026 - Agentic ATF In this session, we explore two powerful Automated Test Framework capabilities that transform how teams validate quality on ServiceNow: ATF Code Coverage and the ATF Troubleshooting Agent. Code Coverage delivers line-by-line visibility into which business rules, client scripts, and UI actions execute during a test run, while the ATF Troubleshooting Agent autonomously analyzes failures, invoking AI-powered skills to diagnose root causes and return actionable fix recommendations, so your team spends less time debugging and more time delivering. |
Fundamentals |
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March 26th, 2026 - Getting Started with Globalization Thinking about taking your product global but not sure where to start? This Platform Academy session is for you. |
Fundamentals |
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March 24th, 2026 - Agentic Workflow - Help Allocate Work A - Fair and Intelligent Ticket Distribution Across Teams Help Allocate Work is a platform agentic workflow designed to help supervisors and agent managers distribute work fairly, intelligently, and at scale across their teams. The workflow provides a substantial upgrade over the paradigm of deploying static assignment rules for work assignments. |
AI and Now Assist |
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March 19th, 2025 - Next Experience all menu editing Next Experience All Menu Editing is a simplified configuration interface within the Next Experience that enables you to create and manage application menus, navigation modules, and page layouts directly in context. Instead of navigating to UI16 platform records, you can configure navigation structure, lists, forms, and actions inline with real-time visual feedback. |
Next Experience |
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March 17th, 2025 - Data Privacy Out of the Box vs Premium Data privacy is foundational—but choosing the right capabilities matters. Learn how out‑of‑the‑box and premium data privacy capabilities differ, and what platform owners should consider as requirements, risk, and scale increase in the AI era. |
Security |
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March 10th, 2025 - Demystifying Security Products Platform admins and security teams often ask: where does one security product end and another begin? This session connects the dots across ServiceNow's security portfolio—showing how Vault, Security Center, SecOps, GRC, and AI Control Tower form one integrated security story. Walk away understanding which layers you need and how they work together. |
Security |
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March 5th, 2025 - Agentic Workflows - In‑Product Agentic Workflow AI Experience in UI16 & Workspace Agentic Workflows bring intelligent, goal‑driven AI directly into the heart of everyday work. Instead of forcing users to switch tools or rely on opaque automation, Agentic Workflows embed AI execution right inside records and workspaces—where work already happens. |
AI and Now Assist |
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March 3rd, 2026 - Introducing Voice Agent for Mobile We’re excited to introduce AI Voice Agents on Mobile, now available on the Now Platform! This course explores how voice-driven experiences bring natural, human-like conversations to your enterprise workflows—anytime, anywhere. Learn how AI Voice Agents can answer questions, resolve issues, and complete tasks through intuitive voice interactions, whether it’s resetting a password, checking incident status, or managing travel expenses. |
Mobile |
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February 26th, 2026 - Guided Upgrade Console Platform upgrades are a critical lever for staying current, secure, and innovation-ready, but upgrade friction costs organizations weeks of productivity per cycle. The Guided Upgrade Console consolidates upgrade planning, testing, and remediation into a single guided workflow, now enhanced with AI agents that automate failure diagnosis and skip resolution. In this session, learn how to reduce self-created inefficiencies, and build a repeatable upgrade practice that keeps your platform evergreen. Ideal for platform owners and leaders building a case for modernizing their upgrade strategy. |
Fundamentals |
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February 24th, 2026 - Introducing the new NowAssist for Catalog Generation in Catalog Builder Discover the new live preview experience in NowAssist for Catalog Builder. See catalog items take shape in real-time and make targeted edits to new and existing items to streamline your service catalog management. |
AI and Now Assist |
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February 19th, 2026 - Unlocking Efficiency: Cross‑Workspace Interoperability in the Now Platform Learn how cross‑workspace interoperability empowers teams to build once and reuse everywhere. In this session, we’ll explore how shared pages eliminate duplication, reduce maintenance overhead, and deliver consistent, unified experiences across workspaces. Perfect for builders, admins, and product teams looking to modernize their workspace strategy.Learn how cross‑workspace interoperability empowers teams to build once and reuse everywhere. In this session, we’ll explore how shared pages eliminate duplication, reduce maintenance overhead, and deliver consistent, unified experiences across workspaces. Perfect for builders, admins, and product teams looking to modernize their workspace strategy. |
Next Experience |
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February 12th, 2026 - Deep Dive: Knowledge Center Article Optimization In this session, we will take a deeper look at the Article Optimization feature of Knowledge Center. This feature helps you maintain the health of the Knowledge base to ensure great outcomes for your customers and the best results from your AI initiatives. Our Knowledge Team will walk through the purpose of article optimization, the configuration, the scans, the capabilities with and without Now Assist and even how to setup an example custom scan. |
Knowledge Management |
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February 10th, 2026 - Crafting custom dashboards and reports for Now Assist Discover how to shape meaningful insights from your Now Assist data with simple, flexible reporting tools. This session highlights approachable ways to build dashboards and reports that give admins and platform owners better visibility and control. Learn how to unlock more value from Now Assist with reporting tailored to your organization’s needs. |
AI and Now Assist |
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February 5th, 2026 - Gate Keeper: Configuring ReleaseOps Approvals with Playbooks Learn how to configure ReleaseOps Pipeline Playbooks to add dynamic risk evaluation with dynamic approvals using Deployment Analyzer and Playbooks. |
Fundamentals |
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February 3rd, 2026 - How to Monitor and Manage Now Assist Usage in Subscription Management Curious about how to effectively monitor and manage Now Assist usage in Subscription Management? As a platform owner, you play a pivotal role in ensuring your organization maximizes the value of its AI investments—without unexpected surprises. In this session, you’ll learn how to use Subscription Management to track Now Assist consumption with accuracy, understand usage trends across your instances, and see which skills are driving engagement. We’ll walk through the Now Assist Usage dashboard and the new burn‑down model, equipping you to proactively manage entitlements, mitigate overage risks, and partner confidently with your business stakeholders. Join us to gain the visibility and control you need to operationalize AI across your enterprise. |
Fundamentals |
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January 27th, 2026 - Go from Zero to Hero in Hours with ServiceNow's AI-Driven Onboarding Discover the next generation of in‑platform guidance and end-user adoption with Dynamic Guidance. This new AI‑native approach removes onboarding friction, accelerates proficiency, and empowers every user across your organization.
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Fundamentals |
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January 20th, 2026 - The Document Evolution: Bridging your Core Workflow Experience with Smart AI Capabilities Explore how documents are transforming with intelligent tools that enhance productivity. |
Fundamentals |
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January 15th, 2026 - UI Builder Ask the Experts Curious about UI Builder? Join us for an interactive session where experts answer your questions. |
Next Experience |
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January 8th, 2026 - Ask the Experts: Knowledge Management This is your chance to get expert answers to your Knowledge Management questions. |
Knowledge Management |
Click on the year below for all Platform Fundamental Academy sessions held that year.
