NowForum Agenda London

LONDON 2016 AGENDA

October 27, 2016 at ExCel London

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.

OCTOBER 27, 2016

  • time
    event
  • 8:00 - 9:00
    *
    EXPONOW
    Connect over breakfast
  • 9:00 - 9:15
    *
    Plenary Room
    Welcome & Opening
    ServiceNow - Bob Moore, Area Vice President United Kingdom & Ireland
  • 9:15 - 10:00
    *
    PLENARY ROOM
    Keynote: Experience the Service Revolution
    ServiceNow - Dave Wright, Chief Strategy Officer
    ServiceNow - Kevin Murray, Senior Director, Product Marketing
    ServiceNow - James Neal, Advisory Solution Consultant

    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 Dave Wright 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.

  • 10:00 - 10:45
    *
    PLENARY ROOM
    Keynote: Drive the Service Revolution
    ServiceNow - Dan McGee, Chief Operating Officer
    ServiceNow - Kevin Murray, Senior Director, Product Marketing
    ServiceNow - James Neal, Advisory Solution Consultant

    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 - 11:15
    *
    EXPONOW
    Break
  • 11:15 - 12:00
    *
    BREAKOUT A
    Breakout: Supporting an end to end critical business process with ServiceNow
    Alfa Laval - Karolina Tolvsgård, Product Manager ServiceNow
    Alfa Laval - Jason Macellaro, Global Claim Process Owner

    The vision of this implementation of ServiceNow,  "Act",  is to strengthen the Problem Resolution Process for Claims across the entire company´s value chain to improve reliability and exceed customer expectations. All the way from Customer Service to provide the R&D team with significant information. How ServiceNow platform has given Alfa Laval the support needed and how Alfa Laval sees the future regarding enhancing and further more empower the business in its strategic goals by continual service improvement.

     

  • 11:15 - 12:00
    *
    BREAKOUT B
    Breakout: Transform IT to be a Catalyst for Business Growth
    ServiceNow - Simon Grice, Business Management Sr. Advisory Solution Consultant
    ServiceNow - James Ramsay, Business Management Advisory Solution Consultant
    ServiceNow - Dave Gomm, Senior Solution Consultant

    IT Business Management (ITBM) brings together Project and Portfolio Management (PPM), Financial Management (ITFM), and new capabilities to provide a holistic approach that helps IT to operate in a more business‑like manner. CIOs can link spending to services and balance portfolios 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 operate more like a business unit and communicate better with business colleagues 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 business priorities, and accelerate the delivery of new services.

  • 11:15 - 12:00
    *
    BREAKOUT C
    Breakout: ServiceNow Platform: 3 Steps To Value Beyond ITSM
    ServiceNow - Dan Barrett, Advisory Solution Consultant

    The platform underlying the ITSM to gives you the tools to allow your IT admins and development‑savvy business users to augment your scarce and expensive app‑dev resources to solve routine business problems across the enterprise.  Learn the three steps to deploy platform features like Delegated Development and Service Creator to expand your developer pool and free up your pro developers to solve the hard problems only they can.

  • 11:15 - 12:45
    *
    Hands On Lab D Invitation Only
    Hands On Lab 1: Access Control Rules: Securing Your Instance
    ServiceNow - Andy Venables, PS Solution Architect
    ServiceNow - Marcel Allie, Solution Consultant

    An instance uses access control rules, also called access control lists (ACLs), to control what data users can access and how they can access it. ACL rules require users to pass a set of requirements in order to gain access to particular data. Join this lab to learn how you can control the visibility of data in lists and reports by creating roles, workspaces and access rules.

  • 11:15 - 12:45
    *
    Hands On Lab E Invitation only
    Hands On Lab 1: Continual Service Improvement - Analytics & Reporting
    ServiceNow - Rod Bridgman, Senior Solution Consultant
    ServiceNow - Jeff Flynn, Senior Solution Consultant

    ServiceNow Performance Analytics helps you identify trends and gain valuable insight into your process. But how do you turn that into actionable information to increase customer satisfaction while reducing cost? This lab brings together the reporting engine and Performance Analytics to help you identify key leading and lagging process indicators that will help you build meaningful dashboards tailored to all of your different stakeholders. Explore the workbench widget, interactive filters, and in‑form analytics. By aligning your data, people, and business goals, you can give everyone in your organization the tools needed to achieve continual service improvement on any ServiceNow process.

  • 12:15 - 13:00
    *
    BREAKOUT A
    Breakout: Bank of Ireland & Servicenow – a SIAM match made in heaven
    Bank of Ireland - Mark Kellett, IT Service Design Manager
    Bank of Ireland - Colin McEvoy, Head Of IT Service Transition

    Colin and Mark will deliver an excellent insight into the transformation of  an IT organisation embracing SIAM, a thought provoking and experience sharing journey for any IT Service Management professional in a multi‑source working environment today. Many IT organisations enable change for their customers every day, but when it comes to changing themselves a completely different challenge appears in multiple areas, Colin and Mark will walk us through this journey in Bank of Ireland……………

    Beginning with the starting position Colin and Mark will highlight the indicators and alarms that a multi‑source environment without SIAM demonstrates, the impact it had on the organisation, the people and ultimately the impact on the customer. From those warning alarms they will move on to an insight into how a “seed of SIAM” branched out in the organisation to form a new path, how the foundations and cornerstones were laid and the core objectives set out across the teams for the transformational journey ahead. The journey will move on to the people, process and tool challenges experienced in the transformation, the battle to keep the transformation ship on course towards  core objectives and how Servicenow was used as the lighthouse to steer us safely to shore.

    The presentation will conclude with the position today, our change success, the partnerships formed, the change in culture and the power of the right tool SIAM tool, with a Top 5 Tips for navigating the SIAM transformation waters for any organisation as a takeaway.

    There will be a Q&A session at the end, and both Colin and Mark encourage questions and information sharing.

    “Be the change that you wish to see in the world”. ‑Mahatma Gandhi

     

  • 12:15 - 13:00
    *
    BREAKOUT B
    Breakout: ITSM + ITOM = Outsmart Service Outages
    ServiceNow - Adam Shaw, Senior Solution Consultant

    Learn how to outsmart service outages by bolstering ServiceNow ITSM with ServiceNow ITOM.  We will review the service outage challenges that impact IT service delivery and IT operations teams and then examine how ITSM and ITOM work together seamlessly as an end‑to‑end solution for quickly resolving service outages.

  • 12:15 - 13:00
    *
    BREAKOUT C
    Breakout: A Global HR Contact Center Transformation: “Getting the House in Order”
    Ernst & Young - Daniele Colombo, Assistant Director, HR Services
    ServiceNow - Jeremy Bono, Director WW Sales & Strategy, HR
    ServiceNow - Sally Sabet, Senior Solution Consultant

    In this session, get introduced to ServiceNow’s HR Service Management solution and the value it has helped drive for over 350 customers.

    When it comes to delivering exceptional HR services, an effective global Contact Center becomes a key component of the HR operating model, providing a one stop shop solution for HR matters. Learn more about how EY has successfully implemented a global HR Contact Center solution by:


    ‑ Introducing new global processes and a new global ServiceNow HR enabling technology
    ‑ Adopting a phased approach, functionally and geographically, to drive a sustainable rapid deployment across 8 HR Shared Services Centers within 7 months, covering 147,000 employees worldwide

     

  • 13:00 - 14:30
    *
    EXPOFLOOR
    Connect over lunch
  • 13:30 - 15:00
    *
    Hands On Lab D Invitation Only
    Hands On Lab 2: Using templates to Create Service Management Apps
    ServiceNow - Dan Barrett, Advisory Solution Consultant

    Gain productivity and streamline your IT development process. In this lab, you will use a new capability in the latest release of ServiceNow to generate a full‑featured service management application. You will learn what is included in generated applications, how business users can use and modify them, and how you can extend them to meet your organization's unique needs.

  • 13:30 - 15:00
    *
    Hands On Lab E Invitation Only
    Hands On Lab 2: Configuration Management: A Service Aware CMDB
    ServiceNow - Adam Shaw, Senior Solution Consultant
    ServiceNow - Mike Mortimer, Solution Consultant

    You can make your CMDB service‑aware by automating discovery of your business services and IT infrastructure – and how they are related. Join this lab to first create a manual Business Service CI (Configuration Item), then import data to create CIs associated with a Business Service, and finally import relationship data into the CMDB.

  • 14:30 - 15:00
    *
    PLENARY ROOM
    Breakout: Learn how the Royal Bank of Scotland implemented ServiceNow in just 10 months
    Royal Bank of Scotland - Anna Bisset, Program Manager

    More information will be available shortly

  • 15:15 - 16:00
    *
    BREAKOUT A
    Customer Success Story: "Evolving Vodafone Enterprise" – The start of a transformational journey with ServiceNow
    Vodafone - Zahid Razzaq, Principal Business Solution Architect - RUN Enterprise IT Delivery
    Vodafone - Ellie Sugrue, Senior Manager - Partner Performance

    More information will follow shortly

  • 15:15 - 16:00
    *
    BREAKOUT B
    Breakout: ServiceNow SecOps: Because You Can’t Redo Your First Security Response
    ServiceNow - Eric Le Martret, Senior Advisory Solution Consultant, GRC Practice
    ServiceNow - Essa Moshiri, Senior Solution Consultant

    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.

  • 15:15 - 16:00
    *
    BREAKOUT C
    Breakout: Performance Analytics: Aligning Your People, Data, and Business Goals with Performance Analytics
    ServiceNow - Rod Bridgman, Senior Solution Consultant

    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.

  • 15:15 - 16:45
    *
    Hands On Lab D Invitation Only
    Hands On Lab 3: Service Portal: Transform Your User Experience
    ServiceNow - Chris Hann, Senior Solution Consultant
    ServiceNow - Marouane Mraihi, Solution Consultant

    This lab explains how ServiceNow is configured to discover Amazon AWS and Microsoft Azure cloud resources, publish these resources in your Self‑Service Catalog and report on usage, costs and performance of the cloud services offered.

  • 15:15 - 16:45
    *
    Hands On Lab E Invitation Only
    Hands On Lab 3: Orchestrating Cloud Workloads with Self-Service Catalog
    ServiceNow - Tim Norman, Advisory Solution Consultant
    ServiceNow - Bans Sagoo, Senior Solution Consultant

    In this lab you will manage the entire Software Development Lifecycle from inception to deployment on the ServiceNow platform. By sharing data across applications — Project and Portfolio Management (PPM), Development, and Operations — and aligning it with your ITIL processes, you will determine future enhancements or track issues based on actual incidents, problems, and changes.

  • 16:15 - 17:00
    *
    BREAKOUT A
    Breakout: Killing PowerPoint with Performance Analytics
    Worldpay - Toby Isaacson, ITSM Analytics Transformation Lead
    Worldpay - Jason Scott-Taggart, Head of Technology Operations

    It has been a mission of Toby’s to get rid of PowerPoint from as many meetings as possible. This session will show how through the single‑system‑of‑record and the use of interactive dashboards built on Performance Analytics this can be possible. Learn how to predict the questions people will ask, get the business used to using dashboards and information that will find them to change the way people work.

  • 16:15 - 17:00
    *
    BREAKOUT B
    Breakout: The Future of Customer Service – Today!
    ServiceNow - James Neal, Advisory Solution Consultant

    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.

  • 16:15 - 17:00
    *
    BREAKOUT C
    Breakout: Enable Continuous Monitoring for Effective Risk Management
    ServiceNow - Eric Le Martret, Senior Advisory Solution Consultant, GRC Practice
    ServiceNow - Mohamed AbdelMoneim, Senior Solution Consultant

    For many organizations, risk management programs remain siloed, with each program running its own frameworks, processes and reporting mechanisms.  Information sharing across risk management teams, and with compliance and internal audit teams take time leading to delays in business impact assessment and risk treatment. Since most risk managers run assessments on a periodic basis, they also miss opportunities to detect failing controls in between assessments.
    In this session, GRC experts Eric le Martret and Mohamed AbdelMoneim will discuss how to use the capabilities in the ServiceNow GRC suite to shift the GRC Executive’s mindset from “an activity that slows me down” to “a strategic differentiator that enables higher service quality and effective decision making.”

  • 17:00
    *
    EXPOFLOOR
    Connect over drinks