NowForum Agenda Dallas


November 1, 2016 at Sheraton Dallas

NowForum offers an unparalleled opportunity to learn from visionary business executives and service management experts while networking with your peers from diverse industries. Keep checking here for updates to the agenda as we add speakers and topics for guiding your work in transforming service management throughout your organization.

NOVEMBER 1, 2016

  • time
  • 7:30 am - 8:30 am
    Registration, Continental Breakfast and Partner Expo
  • 8:30 am - 8:45 am
    Welcome and Introductions
  • 8:45 am - 9:45 am
    Keynote: Experience the Service Revolution
    Frank Slootman, President and Chief Executive Officer, ServiceNow

    The world of service is changing – and the experience is front and center. We see this in our personal lives where we rely on, and enjoy, a slew of technology‑enabled services. We don’t give it second thought. At work, it’s a different story. Join Frank Slootman to experience work life transformed to meet, even exceed, the service standards outside of the workplace. A life where users are delighted by instant collaboration and real‑time notifications. Where issues are proactively resolved. And service levels are predictable. A world that changes the way we work. Experience the service revolution.

  • 9:45 am - 10:45 am
    Keynote: Drive the Service Revolution
    Dan McGee, Chief Operating Officer, ServiceNow

    All this talk about the service experience affecting work productivity begs the question – how can enterprises make it happen? Join Dan McGee as he brings the intuitive, connected experience to life. Learn how everyone in your company really can work together, through a single system of engagement. Where services are orchestrated across the enterprise, on a single platform. And applications are purpose‑built for the cloud, with one user interface. Everyday work is collaborative and predictive. And your work environment is secure, scalable and available anywhere, anytime. Change the way people work. Drive the service revolution.

  • 10:45 am - 11:00 am
  • 11:00 am - 11:45 am
    Keynote: Southwest Airlines Success Story
    Craig Maccubbin, Vice President and Chief Technology Officer, Southwest Airlines

    Learn how Southwest Airlines has implemented many of the service management capabilities and how they have achieved great results.

  • 11:45 am - 1:15 pm
    Lunch and Partner Expo
  • 1:15 pm - 2:00 pm
    choose 1 breakout
    Track #1 – Modernize: Accelerate IT Service Delivery
    Breakout: “Power to the People: Drive Your ITSM Solution Towards Zero Level Support”
    Josh Addington, Advisory Solution Consultant, ServiceNow

    Your customers have higher expectations of IT services today than they had in the past. A lot of that has to do with the fast and easy‑to‑use consumer apps, like uber and amazon, they use every day outside of work. As a result, 80% of workers say slow and cumbersome IT service delivery has significantly impacted their productivity. Learn how to change the IT Service Delivery paradigm—and the best practices you can implement to create an IT service experience everyone will love.

  • Track #2 – Transform: Align Operations and Business Initiatives
    Breakout: “Transform IT to be a Catalyst for Business Growth”

    IT Business Management (ITBM) is a holistic approach that helps IT to operate in a more business‑like manner so that it can become better aligned to the rest of the organization and help to drive innovative new opportunities for the business. Learn how our customers empower IT to drive digital transformation of the agile enterprise. Use ITBM to analyze the true costs of all your services, rationalize investments to focus more on innovation, and transform the delivery of new services through lean execution methodologies.

  • Track #3 – Innovate: Fuel Strategic Growth with Service Management Across the Enterprise
    Breakout: “Service Platform: Easily Build Apps That Power a Better Way to Work”
    Dave Knight, Director, Solution Consulting, ServiceNow

    Your business is wasting at least 2 days a week, or 40% of your time, spent on manual tasks and processes that don’t move the business forward. Learn how you can build simple apps to win back that time and make your business more productive. See examples of how other businesses have enabled more people to build both departmental and enterprise‑wide apps that deliver experiences users love, allow the business to innovate fast and still allow IT to maintain control and governance. Learn how to build a better way to work for your business on the ServiceNow Platform.

  • 2:15 pm - 3:00 pm
    choose 1 breakout
    Track #1 – Modernize: Accelerate IT Service Delivery
    Breakout: “Manage Costs and Risks by Increasing Service Availability”

    Learn how you can increase service availability by managing end‑to‑end services, rather than technology silos.  We will review the service availability use case and ServiceWatch Insight, our service availability solution, which includes event management, business service discovery, and infrastructure discovery so you can easily detect and diagnose service issues.

  • Track #2 – Transform: Align Operations and Business Initiatives
    Breakout: “Security Ops: Because You Can’t Redo Your First Security Response”

    Are you secure and are things getting better or worse?  How would you answer this question?Security teams are inundated with alerts from multiple, siloed products and typically have manual processes and handoffs making it impossible to know what’s important, where to start and the current status of an incident or vulnerability.  Linking Security and IT together can help you deliver more efficient security response, streamline remediation and clearly visualize your security posture.  Come to this session to learn how to get started with ServiceNow Security Operations.

  • Track #3 – Innovate: Fuel Strategic Growth with Service Management Across the Enterprise
    Breakout: “Customer Service Management: Future of Customer Service – Today!”
    Jeffrey Davis, Product Line Sales Manager - Customer Service Management, ServiceNow

    It’s 6‑7 times more expensive to acquire a new customer than to keep a current one according to the Office of Consumer Affairs.  But delivering superior customer service is a challenge for most companies.  It requires moving beyond yesterday’s customer service applications to technology that supports new business models and digitally enabled organizations.  Learn how ServiceNow Customer Service Management can turn customer service into a team sport by engaging any department to collaborate and resolve the underlying causes of customer issues.  Provide an effortless experience for your customers, reduce costs, and move beyond day‑to‑day operations to drive proactive customer service strategies.

  • 3:00 pm - 3:15 pm
  • 3:15 pm - 4:00 pm
    choose 1 breakout
    Track #1 – Modernize: Accelerate IT Service Delivery
    Breakout: “Service Portal: Create Engaging Experiences on ServiceNow”
    Omid Borjian, Product Manager, Design and Experience

    Transform the way people work by creating modern and engaging experiences with Service Portal. Easily personalize content based on personas, integrate with platform components and create a seamless user experience across multiple devices.  Join us in this session to discover how Service Portal can be used by both technical and non‑technical folks to create robust, interactive and responsive portals, dashboards and applications.

  • Track #2 – Transform: Align Operations and Business Initiatives
    Breakout: “Aligning Your People, Data, and Business Goals with Performance Analytics”
    Sasson Jamshidi, Senior Solution Consultant, Performance Analytics & Reporting - ServiceNow

    The session talks about the need for structured process and continual service improvement using Performance Analytics and visualization and explores some strategies for empowering your organization with effective, results‑driven solutions.

  • Track #3 – Innovate: Fuel Strategic Growth with Service Management Across the Enterprise
    Breakout: “HR – Three Steps to Deliver an Exceptional Employee Experience”

    Your employees are your company’s most important asset. They serve your business and your customers 24x7. But does your HR department serve them equally well? What if you could reduce the administrative work in your HR department by 30% and free up time to engage with your employees when they need your help the most? Join ServiceNow HR Service Management experts as they outline how you can transform the employee experience within your organization. During this session, they will discuss and demonstrate a new approach to streamlining HR interactions that improves employee satisfaction and increases workforce productivity.

  • *Agenda subject to change.