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132615 - Industry Analysts - New this year at K17! <p><ul><br /> <li>Financial Services</li><br /> <li>Medical/Healthcare</li><br /> </ul><br /> </p><p><a href="https://knowledge.servicenowevents.com/connect/meetings.ww " target="_blank">To Schedule Meeting Click Here</a></p> 1 Hour ExecConnect 1:1 Meetings
PCC4518-2 - ServiceNow HR Administration (2-Day Course) -2 <p>The ServiceNow&reg; Human Resources Service Management (HRSM) application automates standard HR processes within your organization to eliminate the number of checklists, email exchanges, and phone calls performed by the HR team. Learn how to configure and administer the ServiceNow Human Resources Service Management (HRSM) application.</p> <p>During this condensed 2-day interactive training course, attendees will gain in-depth knowledge and practice in configuring and using the ServiceNow HRSM application. A combination of course content and lab work will help attendees learn to:</p> <p>&bull; Review the ServiceNow HRSM solution and its capabilities<br /> &bull; Utilize the Guided Setup feature to configure HRSM<br /> &bull; Configure HR properties, criteria, document templates, and managed lists<br /> &bull; Define and manage the HR Service Portal, HR Catalogs, Categories, and Items<br /> &bull; Explore skills and auto-assign HR Cases based on skills<br /> &bull; Learn about employee Profile Management and the security constraints that determine access<br /> &bull; Establish the workflow for HR Knowledge Management<br /> &bull; Gain practical knowledge of HR Case Management, data handling, and HR surveys<br /> &bull; Drill into results via reporting and dashboards<br /> Who Should Attend: This course is designed for HR Administrators, ServiceNow administrators, and consultants who need to implement, configure, and administer ServiceNow HR Service Management.<br /> Prerequisites:The ServiceNow Foundations eLearning course &ndash; six modules that introduce the ServiceNow platform and interface.</p> 18 Hours over 2 sessions Pre-Conference Training – Classes
PCC4514-3 - ServiceNow Service Mapping (2-Day Course) -3 <p>Learn how to discover and model business services to manage service health, determine the business impact of infrastructure problems, simplify the root cause analysis of service issues, and minimize the service impact of infrastructure changes. During this condensed 2-day interactive training course, attendees will gain in depth knowledge and practice in configuring and using ServiceNow Service Mapping. A combination of course content and lab work will help attendees learn to:</p> <p><br /> Gain a clear understanding of the ServiceNow Service Mapping solution and its capabilities and how it differs from the ServiceNow Discovery solution<br /> Learn the concepts and value of ServiceNow Service Mapping top down discovery that allows ServiceNow administrators to model an entire business service by providing a single entry point to the service such as a web URL or host address and port<br /> Install and configure MID Servers<br /> Navigate the Service Mapping user interface<br /> Configure Service Mapping credentials<br /> Configure Service Mapping to discover and model a business service from a top down approach including all the applications, network devices, and servers that support it<br /> Gain in depth knowledge on how to configure Service Mapping patterns that allows administrators to model proprietary applications and connections unknown to ServiceNow Service Mapping<br /> Work with the Identification and Reconciliation application to understand how inserts and updates are performed to configuration items in the CMDB<br /> Gain understanding of how Service Mapping works with ServiceNow Event Management to provide visibility into service outages<br /> Learn common troubleshooting techniques<br /> Who Should Attend: This course is designed for IT Operations Managers, ServiceNow administrators, and consultants who need to implement, configure, and administer ServiceNow Service Mapping.<br /> &nbsp;Prerequisites:&nbsp;<br /> &nbsp;<br /> &nbsp;Certified ServiceNow System Administrator preferred<br /> Experience configuring monitoring and discovery tools and working knowledge of UNIX and/or Windows servers is highly recommended<br /> A fundamental knowledge of networking including TCP/IP ports and firewalls, network protocols, IP networks, subnetting, and network devices</p> 18 Hours over 2 sessions Pre-Conference Training – Classes
PCC4513-3 - Performance Analytics for Administrators (2-Day Course) -3 In this 2-day interactive technical training course attendees master the setup, configuration, and usage of the ServiceNow Performance Analytics application (Premium version). The course is designed for Performance Analytics Administrators, Power Users, and Business Process Owners who require deeper service insight through Performance Analytics. A combination of lecture content and lab work helps attendees achieve the following: • Get introduced to ServiceNow Performance Analytics and understand its use cases, architecture, and deployment process • Use Performance Analytics Visualizations including Scorecards and Dashboards • Create and configure Data Collection Jobs • Build Automated Indicators and add Breakdowns and Relations for powerful data navigation • Create Manual Indicators and manage manual data population • Build Formula Indicators for added process and service inferences • Make data actionable via Targets and Thresholds • Work with Widgets and design role based and context sensitive Dashboards Who Should Attend: This course is designed for Performance Analytics Administrators and Power Users who plan to administer the Performance Analytics application. Service owners who plan to design requirements and specifications for Indicator and Dashboard creation may also benefit from this course. Prerequisites:The ServiceNow Foundations eLearning course – six modules that introduce the ServiceNow platform and interface. 18 Hours over 2 sessions Pre-Conference Training – Classes
TT132355 - General ServiceNow Scripting Someimes, the only way to do something is to code it. Let's talk coding, best practices, and getting efficient and effective code into the system. 1 Hour TableTalks Mike Allen
Lead Technical Specialist–Banking Industry
132177 - Are you in the best shape that you can be? Instance Health Check Learn best practices and get recommendations to ensure your instance is performing optimally. <p><a href="https://knowledge.servicenowevents.com/connect/meetings.ww " target="_blank">To Schedule Meeting Click Here</a></p> 1 Hour EngageNow Meetings
132184 - For ITSM: Optimize Adoption and Value Realization Through Aligning Business Value and Stakeholders Get empowered. Drive increased adoption and value realization for new implementations by designing stakeholder maps and business value statements. <p><a href="https://knowledge.servicenowevents.com/connect/meetings.ww " target="_blank">To Schedule Meeting Click Here</a></p> 1 Hour EngageNow Meetings
TN132831 - How to Bring ServiceNow into Lines of Business Outside of IT During this session, you’ll learn about a company that extended ServiceNow into their critical lines of business by implementing Nuvolo’s Enterprise Asset Management platform. Allowing them to improve compliance, cut costs and increase organizational efficiencies. Who Should Attend? IT Leadership and CIO’s that work in healthcare, life-sciences, higher education or retail and that are interested in brining ServiceNow to other divisions within their business. 15 Minutes TheaterNow Ben Person
Sr. Director, Managed Services–Nuvolo Technologies
132184-B - For CSM: Optimize Adoption and Value Realization Through Aligning Business Value and Stakeholders <p>Get empowered. Drive increased adoption and value realization for new implementations by designing stakeholder maps and business value statements.<br /> </p><p><a href="https://knowledge.servicenowevents.com/connect/meetings.ww " target="_blank">To Schedule Meeting Click Here</a></p> 1 Hour EngageNow Meetings
CCDT132557 - Pro Tips for Getting your App Certified for ServiceNow Store Crossfuze has built and certified numerous apps for the ServiceNow Store. Get expert insights into what to do to get your app on the fast track to certification and onto your customer's instance fast. First come, first served as seating is limited. 15 Minutes CreatorCon Developer Theater Jacob Andersen
VP, Partnerships and Platform Integration–Crossfuze
TT132716 - Improve and Optimize Your Field Service Operations <p>Do you utilize field services to address issues for external and internal customers? Come have lunch with peers and discuss the challenges faced and learn from others' experiences.</p> 1 Hour TableTalks Nikki Narang
Product Manager–ServiceNow
WIT132292 - Women In Tech Luncheon Join us for a panel discussion on the importance of bridging the gender gap in technology careers. Over 1.1 million technology jobs may go unfilled by 2024, and fewer women than ever are in the talent pipeline. Moving forward, creative solutions will be needed to encourage more women into diverse technology jobs, and to sustain the careers of those already in place. On the panel will be several executives who will share the ways they’ve started to effect positive change from where they sit, within their own companies and communities. The panel will be moderated by Avis Yates-Rivers, President & CEO of Technology Concepts Group International and will include: John Donahoe, President & CEO, ServiceNow, Farrell Hough, GM and VP, ITSM and Product Operations, ServiceNow, and Heather Pfluger, Principal PM Manager, Microsoft IT and Rachel Trombetta, Principle Architect, GE Digital Professional Services. 1.5 Hours Women in Tech Avis Yates Rivers
President & CEO–Technology Concepts Group International
Ashley Haynes-Gaspar
Vice President & General Manager Global Support–GE Digital
Heather Pfluger
Director–Microsoft Corporation
Farrell Hough
GM and VP of ITSM and Production Operations–ServiceNow
John Donahoe
President & Chief Executive Officer–ServiceNow Board Member
CCDT131915 - TechNow: Build Business Apps at Lightspeed with Pro Code The TechNow team will show you what's possible on the platform: build pro code apps fast. First come, first served as seating is limited. 40 Minutes CreatorCon Developer Theater Kreg Steppe
Sr. Curriculum Developer–ServiceNow
Chuck Tomasi
Platform Architect–ServiceNow
Dave Slusher
Developer Evangelist–ServiceNow
CCDT132071 - Create a Seamless Service Experience for the Enterprise Customers expect a more personalized, modern experience and we can do better. We will cover best practices and principles identified to elevate the service experience and deliver a better UX across the enterprise with Service Portal Designer. First come, first served as seating is limited. 15 Minutes CreatorCon Developer Theater Matt Metten
Enterprise UI Architect–ServiceNow
CCDT132076 - REST and OAuth and Activities, Oh My! Learn how to form complex REST integrations that are reusable in script, service catalog, and orchestration workflows. First come, first served as seating is limited. 15 Minutes CreatorCon Developer Theater Ben Yukich
Solution Architect–ServiceNow
CCDT132918 - Developer Site Learning Plans Maximize the benefit you get from the Developer Portal using Learning Plans and our re-designed content. First come first served, as seating is limited. 15 Minutes CreatorCon Developer Theater Mary Ellen Niedzielski
Developer Site Content Owner–ServiceNow
TN132836 - Forget science fiction. Fujitsu can augment your reality with ServiceNow <p>Fujitsu is passionate about human centric innovation, which at its heart involves connecting the physical world with the digital world. As part of this we have developed a solution to enhance the working environment of field engineers. In this exciting live demo we will take you through a real-life field engineering situation; from engineering despatch combined with the use of our augmented reality software and wearables, you will be stunned as to how your teams can work at lightspeed, transforming science fiction to reality, enabling your business to transform with confidence.</p> 15 Minutes TheaterNow Nerys Mutlow
CTO for SaaS EMEA–Fujitsu
TN132829 - Transforming HR Service Delivery through Robotics Process Automation and ServiceNow Across industries, HR functions continue to seek ways to deliver an improved user experience during employee onboarding. They are also focused on driving out cost and raising the effectiveness of current processes through automation. The purpose of this session is to present innovative approaches where clients are looking to leverage ServiceNow and robotics process automation (RPA) technologies to transform HR service delivery that results in lower costs, more satisfied employees, and greater compliance and control effectiveness. 15 Minutes TheaterNow Aristide Toundzi
Senior Manager–EY
GSKEY131908 - Work at Lightspeed - Delivering IT, Customer Service, Security and HR at Lightspeed Accelerate your enterprise to work at Lightspeed with Cloud Services, the Now Platform and custom applications for every department and process. See how IT, Security Operations, Customer Service and Human Resources are making employees lives better with proactive, innovative intelligence and automation.  1 Hour 30 Minute General Session Keynote Rahn Wakeley
Head of Cyber Security–AMP
CJ Desai
Chief Product Officer–ServiceNow
KEYT131910 - Customer Service Keynote: ServiceNow for Customer Service - Make Customer Service a Team Sport ServiceNow Customer Service Management is delivering measurable benefits at lightspeed to customers across the globe. Learn how you can transform and modernize service for your external customers, partners, and other constituents that results in greater customer loyalty, reduced costs, and new revenue. 50 Minutes Topic Keynote Dan Hedstrom
VP System Solutions & Services–Cubic Transportation System
JOLENE JEFFRIES
Director, Global Support Delivery–GE Digital
Ian Ashby
SVP, Global Support–Epicor Software Corp
Abhijit Mitra
General Manager, Customer Service Management–ServiceNow
TT132209 - Consumerizing the Employee Service Experience What does consumerization mean to you and how is it impacting your organization? Take the opportunity to network and discuss with your peers on how modern technology and consumerization is changing the way employees want to work going forward. 1 Hour TableTalks Mike Vilimek
Director, Product Marketing–ServiceNow
TT132211 - HR Service Dashboards, Analytics & KPIs What HR analytics & KPI's should be top of mind in any organization? Take the opportunity to network and learn what your peers have to say on this trending topic of discussion. 1 Hour TableTalks Jennifer Stroud
HR Evangelist & Transformation Consultant–ServiceNow
TT132216 - Financial Services, Artificial Intelligence and ServiceNow A deep dive discussion about how machine learning is driving enterprise transformation in Financial Services. 1 Hour TableTalks Chris Collazo
Solution Architect–ServiceNow
Julia Smith
Director - Financial Services - Inspire–ServiceNow
TN132817 - Simplify, Streamline, and Empower Security with iSecOps The proliferation and severity of cyber attacks has everyone’s attention, none more so than Security. But as these attacks become more sophisticated and frequent, Security teams are finding themselves incapacitated by manual processes, disparate systems, and information overloads. It’s time for Security to embrace the ServiceNow platform and what IT has taught us. During this TheaterNow session, you’ll get a sneak-peak demo of DXC Technology's Integrated Security Operations solution - iSecOps. By combining global managed security services with the power of the ServiceNow platform, iSecOps better aligns Security and IT to prevent, detect, address, and recover from today’s perpetual cyber threats. By empowering your Security team with predefined security controls for integration, workflow and security support, you can tilt the playing field in your favor. 15 Minutes TheaterNow Matthew OBrien
Cyber Global Product Manager–DXC
TN132824 - Okta + ServiceNow: Modern Identity and Service Management <p>Come learn how Okta can extend the ServiceNow platform to allow administrators to control Enterprise Identity Services within the Okta Identity Cloud. By automating User Onboarding and Offboarding tasks to repeatable, standardized processes, and moving user password and security requests to self-service options, customers can save time and money while delivering a seamless, modern experience.</p> 15 Minutes TheaterNow Josh Donelson
Mr.–Okta
TN132843 - Incident Response Best Practices for the Modern Enterprise <p>In the digital era, balancing speed, accountability, and costs when responding to critical incidents is an imperative, not a goal.&nbsp;<br /> Using lessons learned from hundreds of the best ServiceNow teams, David Hayes will be sharing best practices in incident response.&nbsp;<br /> Attendees will leave with actionable insights to up-level their response practices for improved employee and customer value.</p> 15 Minutes TheaterNow David Hayes
Director, Platform Strategy–PagerDuty
BRE4007 - Follow the Yellow Brick Roadmap: A Journey To the Emerald CMDB How Eli Lilly and Company implemented an Enterprise Configuration Management Database (CMDB) following a phased approach to integrate multiple “local” CMDBs into a single Enterprise CMDB supporting Incident, Problem and Change Management, and how the information in the CMDB is being used today to answer business questions for lifecycle management, vulnerability risk management, and more. 50 Minute Traditional Breakout John Rea-Hedrick
IT Consultant–Eli Lilly and Company
BRE4014 - Evolution or Revolution: What a Difference a Letter Makes! A look at how Stanley Black & Decker re-implemented ServiceNow to include SDLC, streamlined core processes with CMDB at its core, and mapped services through Service Mapping. A detailed look at how Julia's team met the challenges in a global organization, used revolutionary approaches to change culture, and evolved IT Service Management at Stanley Black & Decker with ServiceNow at its heart. We had to go back to the drawing board and re-engineer our processes with CMDB at its core. We were on Fuji release and needed to upgrade as well, to include the new functionality for configuration management and service mapping. 50 Minute Traditional Breakout Julia Myram
Director - SMO–Stanley Black & Decker Inc
BRE4019 - Nationwide Configuration Management: A Journey to the Center of the Service Foundation Nationwide® Mutual Insurance will take you on a journey to the center of the Service Foundation: Configuration Management! We will share our lessons learned from past, current endeavors in our Configuration Management journey, as well as our partnership with the ServiceNow Inspire team to lay a solid roadmap for the future. 50 Minute Traditional Breakout Ben Troutman
SACM Process Owner–Nationwide Mutual Insurance Co.
Michael D'Ippolito
AVP, Run Services Delivery–Nationwide Insurance
BRE4021 - Taking the Plunge: One University’s Journey to CMDB CMDB implementations have an 80% failure rate, a risk that has led many resource-limited organizations to avoid attempting this valuable endeavor. Yet with a viable Discovery tool and buy-in from management, success is almost guaranteed. In this session, you'll hear how the University of Denver, took the plunge and successfully transformed their ServiceNow implementation from a glorified ticketing system to a fully populated CMDB, opening seemingly endless doors for ITSM within the IT division and beyond. Shannon Valerio will take you through the University's implementation of CMDB, populated with ServiceNow’s Discovery tool, by taking the audience through a step-by-step look at the process from getting buy-in from stakeholders and technical staff, to the population of a robust CMDB; a process that led to enhancing their ITSM environment through revamping the Change Management process, as well as the implementation of other modules such as Asset Management, GRC, etc. 50 Minute Traditional Breakout Shannon Valerio
Director, IT Customer Service–University of Denver
Kent Hogue
Web Developer–University of Denver
BRE4026 - Come learn how Operational Intelligence uses Machine learning to prevent service outages Machine learning capabilities helps reduce alert fatigue, identify root cause and predict future failures. In the past year ServiceNow has added several new features such as predictive alerts, anomaly alerts, and more. Come and learn about Operational Intelligence machine learning capabilities and how it can help you reduce operational noise, isolate problems faster, and prevent service outages. 50 Minute Traditional Breakout Puru Amradkar
Sr Product Manager, ITOM–ServiceNow
BRE4033 - Automating the Employee Onboarding Service Experience at Overstock.com Overstock.com is a leading online retailer based in Salt Lake City, Utah. The company sells more than 6,000,000 products on its website, offering discounted prices on furniture, rugs, bedding, electronics, clothing, jewelry and other goods. Founded in 1999, the company has revenues of more than $1.8 billion and employs in excess of 1,700 associates. Due to its robust growth, Overstock.com continues to onboard more than 300 professional associates every year. As with many organizations, Overstock.com onboarded its new associates manually. This process was incredibly time consuming and error prone. For each new associate, it took between 60 to 80 interactions to get everything in place. &quot;We were performing last minute miracles, and even then we weren’t ready. On average, new hires wasted three days waiting for everything they needed. With the number of people we hire, we were losing 1,000 days of productivity every year.” Said Brian Wagstaff, Director of Technical Services Hear from Brian Wagstaff, Director of Technical Services at Overstock.com, as he highlights how Overstock.com was able to reduce the typical 60-80 individual onboarding interactions down to fewer than 8, and eliminate many manual processes, which were costing Overstock.com 1,000 days of productivity every year, using ServiceNow. The tight integration between their Workday and ServiceNow systems has allowed new associates to come on board and hit the ground running—with somewhere to work, a laptop, an email account and access to various corporate systems. Human resources, IT, and facilities now all work together to be ready for each hire’s first day on the job. 50 Minute Traditional Breakout Brian Wagstaff
Director of Technology–Overstock.com, Inc.
BRE4038 - Enabling Facilities Service and Move Management on your ServiceNow Platform Blue Shield of California, which has been a ServiceNow platform customer since 2013, is an independent member of the Blue Shield Association and is a nonprofit health plan dedicated to providing Californians with access to high-quality health care at an affordable price. When the Corporate Real Estate team wanted move management to be requested and tracked in the company’s Service Marketplace they found enabling ServiceNow’s Facilities Service Management solution was the ideal solution. Matt Small, Application Consultant Lead at Blue Shield of California will discuss how they were able to convert all their existing facility CAD maps and easily import those maps and their facility spaces into the ServiceNow platform. By leveraging the ServiceNow Facilities Service Management solution, Blue Shield of California now has a more streamlined on-boarding and support experience as user location is now an integral part of the user profile. 50 Minute Traditional Breakout Matt Small
Consultant/Lead Application Developer–Blue Shield of California
BRE4040 - Improving HR Efficiency by Delivering a Modern Consumerized Employee Service Experience Cox Automotive, which is the leading provider of products and services spanning the automotive ecosystem needed a more efficient way to service their large global workforce of 30,000 employees. HR spent a lot of time fielding benefits and employee issues on a daily basis, which was just becoming very time consuming for their limited HR resources. HR also needed a better way to measure the HR services they provided and determine where and how to improve their processes through the use of HR analytics and dashboards, which they had no insight into using their current legacy systems. Hear from Donna Woodruff, Enterprise Service Enablement Leader at Cox Automotive, and Kristin Deegan, HR Information Systems at Cox Automotive as they highlight modernized and transformed their employee service experience from manual to automated in just 90 days using ServiceNow. Learn how they are leveraging ServiceNow and the HR Portal to support their acquisitions, streamline processes, and provide their growing team member population a more consumerized service experience. She will demonstrate how HR uses ServiceNow Analytics and Dashboards to manage effectiveness, improve inefficiencies and provide transparency to their senior leadership. 50 Minute Traditional Breakout Donna Woodruff
Improving HR Efficiency–Cox Automotive
Kristin Deegan
Sr. Director, Global HR Technology–Cox Automotive
BRE4052 - The Need for Enterprise Security Response: Introduction to Security Operations You’ve likely heard that ServiceNow has entered into the security market. But where does ServiceNow fit into the security ecosystem? Come to this session for an introduction and overview of ServiceNow Security Operations. During this session, you will learn the basics of the Security Operations offerings, the third party security products that are integrated with them, and some of the key use cases that Security Operations customers are successfully using today. 50 Minute Traditional Breakout Janene Casella
Senior Product Marketing Manager, Security Operations–ServiceNow
Bryce Schroeder
Sr. Director–ServiceNow
BRE4057 - Automating Customer Service for a $66 Billion Business Broadcom is built upon 50 years of innovation, collaboration and engineering excellence that attributes to a $66 Billion market capitalization today. Their journey begins with how meticulously IT strategized to automate and transform itself in driving a zero helpdesk which led to simplifying complex customer relationships through ServiceNow. 50 Minute Traditional Breakout Stanley Toh
Global IT Director–Broadcom Limited
BRE4064 - Introduction to Customer Service Management (including roadmap) Are you struggling to improve customer service while driving down costs? Attend this informative session to learn how the familiar benefits of the ServiceNow platform power Customer Service Management to provide business partners and customers with always-available and easy-to-use self-service options while providing an effortless customer service agent experience that connects customer service to the rest of your organization, speeding problem diagnosis to drive permanent solutions and not just one-time fixes. In addition to an overview of current capabilities, this session will reveal what is planned for upcoming releases. 50 Minute Traditional Breakout Victor Chan
Product Management Director–ServiceNow
Prithvi Yoganand
Product Manager–ServiceNow
BRE4069 - Transforming Customer Service at TriMedx The costs of delivering superior healthcare continue to rise. To address those challenges, TriMedx supports more than 1,800 customers in delivering health technology management that provides sustainable savings and efficiencies. Hear how TriMedx leveraged Customer Service Management to transform its customer service operations and offer new revenue-generating products. 50 Minute Traditional Breakout Doug Folsom
CIO–TriMedx
BRE4071 - HMS and How We Automated the IT End-to-End Process Last year, at Knowledge 16, HMS presented the IT Work Intake Process using ServiceNow Idea and Demand Management modules. This year, HMS took a giant leap forward and completed their IT End-to-End Process Automation project. HMS has now closed the circle by moving past Work Intake and into Project Management, Time Management, Change Management and Product Delivery. Learn how last year's efforts are reaping rewards with our business partners, how ServiceNow became woven into the fabric of IT service delivery and how ServiceNow has become one of the most talked about products within HMS. 50 Minute Traditional Breakout Debbie Balmos
Sr. Director, IT Support–Health Management Systems, Inc (HMS)
BRE4076 - ERP for Information Technology: Using ITSM, SDLC, Demand, and PPM Together With the ServiceDesk, Bristow Information Technology developed a single solution that serves as the ERP for IT. With one platform, Bristow IT teams are able to manage their work through a single pane of glass. They have visibility into new feature requests to manage and prioritize software development activities. They also have a clear picture of operational issues and service catalog requests as part of the service management processes. The platform provides insight into demand for new business projects to IT leaders. The ServiceDesk enterprise platform makes work simpler and automated for IT teams, while making for an engaging experience for business users. 50 Minute Traditional Breakout Adil Ahmed
Director, Knowledge Systems–Bristow Group Inc.
BRE4083 - Finally - IT planning that doesn't suck! Too often enterprises today are being run from a variety of systems and data sources that are disconnected and result in poor planning, inefficiencies, and often times a disconnection between IT and the business. What if we organized our IT planning processes and moved from &quot;order takers&quot; to &quot;trusted business partners&quot;? Creating portfolios to define our business partner network and aligning strategies, goals, ideas, and demands against them positions IT to do exactly that. See how a large property management company is using a combination of PPS, APM and ITFM to deliver an integrated approach leveraging interconnected data to not only start the journey of becoming a more functional organization, but more importantly, a &quot;trusted business partner&quot;. 50 Minute Traditional Breakout Brian Muffley
Senior Director of Service Management–Crawford & Company
Brian Muffley
Enterprise Architect–Lendlease
BRE4090 - Roadmap: Future Direction for ServiceNow Financial Management Join our product team for insights on how we're investing to innovate and drive new value in the field of IT Financial Management. We'll explore the product roadmap. 50 Minute Traditional Breakout Alex Nesanelis
Product Manager–ServiceNow
Youli Ashkelony
Senior Product Manager, Financial Management–ServiceNow
BRE4095 - The ITBM Suite supercharges your Strategy to Portfolio value stream Adjusting your business and IT priorities yearly no longer cuts it today's disruptive business climate. Being able to shift priorities quickly is critical for today's business climate. We will review how the new ITBM suite helps organizations accelerate their planning activities under the IT4IT standard own Strategy to Portfolio value-stream to bring all key planning functions together in the ServiceNow platform. 50 Minute Traditional Breakout Mark Bodman
APM Product Manager & IT4IT expert–ServiceNow
BRE4115 - Using ServiceNow to provide Self-Service Access and Tracking of Cloud Usage Faced with challenges associated with long lead times for developers to get access to cloud resources, as well as limited visibility into utilization, and ownership of resources, Go Daddy turned to ServiceNow for a solution. Attend this session and learn how Go Daddy is using ServiceNow to manage cloud sprawl by being able to track usage and ownership of cloud resources, as well as providing self-service access to cloud resources for their developers. 50 Minute Traditional Breakout Daymion Reynolds
Sr Director–GoDaddy
Jan-Erik Carlsen
Software Development Engineer–GoDaddy
BRE4122 - A Journey into Enterprise Service Management I will talk about the journey that Campbell took . How started with HR and then expanded ServiceNow fulfilers across our Enterprise wide shared services in 3 months. I will discuss the models we used to support and build this and how we progress over an 18 month period to provide comprehensive services using ServiceNow across HR, IT, Finance, Procurement, Revenue Management, Mater Data, Security and Facilities. In addition, I will elaborate on how we now us ServiceNow to manage or development, our ideas, projects and performance across our shared services and beyond. 50 Minute Traditional Breakout Mark Grimmelikhuijsen
Technology Enablement–Campbells
BRE4127 - Connect Support: How Asurion employees use Connect to better understand our customers Before Connect Support, technical leads in the contact center used a crowded Skype Group Chat room to manage escalations with agents. Without a discrete chat conversation, reporting and trending was impossible and keeping track of conversations was a challenge. Rather than spending $300k+ on an internally developed solution, Asurion utilized the ServiceNow platform Connect Support application to manage chat queues by Client and allow technical leads to create cases based on their conversations with agents. The team is now able to see what agents are escalating, allowing them to quickly respond with training or additional education material as needed. With reporting and the use of sentiment analysis gathered from Connect Support, social media, and other sources, Asurion is also able to understand our agents and customers attitudes and quickly respond to negative or positive indicators. 50 Minute Traditional Breakout Scott Tuck
IT Manager - Software Engineering–Asurion
Nicholas Hord
Software Engineer–Asurion
BRE4153 - ITSM – powered by Analytics & Machine Learning A look into the future of ServiceNow ITSM. We'll be exploring Analytics & Machine Learning / Cognitive skills; and how they can be used for solving ITSM challenges. 50 Minute Traditional Breakout Abhay Kulkarni
Director - Product Management Data Insights–ServiceNow Inc
Darius Koohmarey
Product Manager - ITSM (Express)–ServiceNow
BRE4160 - Organizing Teams for Quick and Efficient Incident Resolution How do you organize the chaos that comes with 'all hands on deck' major incident response and resolution? Can we keep the right parties informed throughout the process and ensure the teams have the support they need to quickly resolve the issue? See how we approached these issues and more using Incident Management, Incident Alert, On-Call Scheduling and an integration with Notify. 50 Minute Traditional Breakout Jamie Hollenbeck
Business/Process Consultant–Mary Kay, Inc.
BRE4172 - Stop HELPING and start SERVICING your employees! A story of IT helpdesk transformation The recent deployment of ServiceNow Express become a catalyst event to reshape and rebrand our internal employee IT Help desk. The transformation included full rebranding to IT SERVICE DESK, job description updates, employee communication, mission statement, service level creation and more. This session will describe the road map to embark on such an evolution. The end result has created a new high quality internal IT service department delivering smart and reliable solutions, while delivering a continuous positive technology experience. 50 Minute Traditional Breakout Jim Maza
Vice President Information Technology–Assurance
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