Human + AI is redefining ServiceNow Delivery & Operations. In this AI Innovation Zone session, see how AI‑augmented engineering via MCP coordinates agent-powered roles (architect, developer, process consultant, knowledge) across the lifecycle—from strategy and solutioning to build, test, deploy, and operate—so one architect can deliver what once required a team. We’ll connect the approach to ServiceNow’s AI Agent Studio and enterprise governance concepts like AI Control Tower. Leave with reusable patterns, quality/security guardrails, and practices to scale responsibly.
Sponsors
Meet the ServiceNow partners who transform business challenges into outcomes that matter. Explore how they accelerate your workflows and turn what’s next into what’s now.
Accenture
Diamond
Overview
Accenture is a leading global company that helps the world’s leading businesses build their digital core, optimize operations, accelerate revenue growth—creating tangible value at speed & scale.
Sponsored Sessions
AI Innovation Zone
Intermediate
Yes
Agenda Builder
Knowledge
Session
Accenture
All
First come, first seated
Session Tile
AI
Administrator
Builder / Citizen Developer
Business Analyst
Implementer
Platform Owner
N/A
Session
AI Agents
All AI
AI Agents
Session
Non VOD Session
Tuesday, May 05
9:00 a.m. Tuesday, May 05
, Global GenAI Lead, Accenture
- Tuesday, May 59:00 am - 9:15 am PDTExpo - AI Innovation ZoneFirst come, first seated
Sponsor Think Big
Intermediate
Yes
Agenda Builder
Knowledge
Session
Accenture, Dynatrace
All
First come, first seated
Think Big Tile
IT
Builder / Citizen Developer
Executive
Implementer
Platform Owner
N/A
Session
IT Operations Management
All IT
Think Big
IT Operations Management
Session
Non VOD Session
1:00 p.m. Tuesday, May 05
Tuesday, May 05
Join Accenture, Dynatrace and ServiceNow® to discover how together, we accelerate agentic AI initiatives, help you achieve autonomous operations, and drive business resiliency. By combining end-to-end observability, enterprise-wide IT orchestration and event intelligence, we break down organizational silos and allow you automate with confidence. You’ll leave with a blueprint including use cases, integration touch points, and first steps.
, Managing Director, Accenture ServiceNow Business Group, Accenture LLP
, VP, Solution Consulting, ServiceNow
, Strategic Alliance Director - ServiceNow & NVIDIA, Dynatrace
- Tuesday, May 51:30 pm - 2:00 pm PDTWynn - Mouton 1 - Ground LevelFirst come, first seated
Sponsor Customer Story
Intermediate
Yes
Agenda Builder
Knowledge
Session
Accenture, Centrica
All
First come, first seated
Session Tile
IT
Builder / Citizen Developer
Executive
Implementer
Platform Owner
Technology
Session
IT Operations Management
All IT
IT Operations Management
Session
Non VOD Session
Wednesday, May 06
2:00 p.m. Wednesday, May 06
As part of Accenture and Centrica’s four-year digital transformation, Accenture has helped Centrica modernize IT operations by embedding GenAI at the core of service delivery. AI powered virtual agents now resolve over 50% of user queries, driving true incident and request deflection, reducing L1 effort, and improving end user CSAT by 5%. In this session, the team will share the approach taken, challenges faced and important lessons learnt along the way to enable you to maximize the impact of your own AI-journey.
, Solutioning & Delivery Lead, Accenture
, Director of Strategic Tooling and Observability, Centrica
- Wednesday, May 62:30 pm - 3:00 pm PDTWynn - Mouton 2 - Ground LevelFirst come, first seated
Speakers
Thomas Bruss
Managing Director, Accenture ServiceNow Business Group
Accenture LLP
Richard Davies
Director of Strategic Tooling and Observability
Centrica
Alexander Herttrich
Global GenAI Lead
Accenture
Chris Jolly
VP, Solution Consulting
ServiceNow
Leanne Lawson
Solutioning & Delivery Lead
Accenture
Sanara Marsh
Strategic Alliance Director - ServiceNow & NVIDIA
Dynatrace
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