NowForum Agenda Melbourne

MELBOURNE 2016 AGENDA

November 10, 2016 at Crown Melbourne

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 10, 2016

  • time
    event
  • 8:30 am - 9:15 am
    Registration and Partner Showcase
  • 9:15 am - 9:25 am
    Welcome and Introductions
  • 9:25 am - 9:55 am
    Keynote: Experience the Service Revolution
    Dave Wright, Chief Strategy 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 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.

  • 9:55 am - 10:25 am
    ServiceNow Live Demo
  • 10:25 am - 10:55 am
    Customer Success Keynote with Air New Zealand
    Robert McDonnell, Head of Enterprise Products, Digital, Air New Zealand
  • 11:00 am - 11:45 am
    MORNING BREAK
    ExpoNow
  • 11:45 am - 12:15 pm
    *
    Choose from customer stream or ServiceNow stream
    Breakout: Customer Success with IAG
    David Lahood, Senior Manager, People Services, IAG
  • 11:45 am - 12:15 pm
    *
    Choose from customer stream or ServiceNow stream
    Breakout: ServiceNow Solution Session: IT Service Management + IT Operations Management = Outsmart Service Outages
    Kevin Murray, Senior Director, Product Marketing, ServiceNow

    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.

  • 11:45 AM - 1:00PM
    Hands on Lab #1 - The User Experience - Service Portal

    Imagine building powerful experiences was as easy as building a website. This will give an overview of the framework, thinking in Service Portal, flow of content and user experience. Taking the default portal and making it their own.

  • 12:30 pm - 1:00 pm
    *
    Choose from customer stream or ServiceNow stream
    Breakout: Customer Success with NSW GovDC
    Derek Paterson, Director GovDC and Marketplace Services, NSW Department Finance, Services and Innovation
  • 12:30 pm - 1:00 pm
    *
    Choose from customer stream or ServiceNow stream
    Breakout: ServiceNow Solution Session: Security Ops, Because You Can’t Redo Your First Security Response
    Brian Spring, Security Product Sales, ServiceNow

    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.


  • 1:00 pm - 2:00 pm
    CONNECT OVER LUNCH
    ExpoNow
    Special Interest Group Lunch for Higher Education
    Special Interest Group Lunch for Government
  • 2:00 pm - 2:30 pm
    *
    Choose from customer stream or ServiceNow stream
    Breakout: Customer Success with Woolworths
    Lincoln Robinson, Lead, Service Management Office, Woolworths
  • 2:00 pm - 2:30 pm
    *
    Choose from customer stream or ServiceNow stream
    Breakout: ServiceNow Solution Session - HR: Three Steps to Deliver an Exceptional Employee Experience
    Mark Souter, HR Product Sales, ServiceNow

    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.


  • 2:00 PM - 3:10 PM
    Hands on Lab #2 - Discovering to an Effective Orchestration Communication

    ServiceNow Discovery is an agentless method of populating the CMDB with relevant hardware and software assets within your enterprise environment. You will experience in our labs how discovery efforts can drastically enhanced workflow communication outside of ServiceNow.

  • 2:40 pm - 3:10 pm
    *
    Choose from customer stream or ServiceNow stream
    Breakout: Customer Success with Australia Post
    Margaret Jones, Head of Service Management Information Technology, Australia Post
  • 2:40 pm - 3:10 pm
    *
    Choose from customer stream or ServiceNow stream
    Breakout: ServiceNow Solution Session - CSM: Future of Customer Service – Today!
    Michael Knaggs, Customer Service Product Sales, ServiceNow

    Digital technologies and new business models such as digital transformation are impacting brands, enterprises, and organizations.  52% of the Fortune 500 have been merged, acquired, gone bankrupt, or fallen off the list since 2000. Enterprises need to adapt and ServiceNow is uniquely positioned to help customers with this service revolution. Come and learn how Customer Service Management from ServiceNow takes service management beyond the four walls of the enterprise to offer a totally differentiated approach to external customer service, helping enterprises adapt to the increasing challenges of the digital economy.


  • 3:10 pm - 3:50 pm
    AFTERNOON BREAK
    ExpoNow
  • 3:50 pm - 4:20 pm
    Customer Success Keynote with University of Melbourne
    Byron Collins, Executive Director, University of Melbourne
  • 4:20 pm - 5:00 pm
    Keynote: Drive the Service Revolution
    Chris Pope, Senior Director, Office of the Chief Strategy Officer, ServiceNow

    All this talk about the service experience affecting work productivity begs the question – how can enterprises make it happen? Join Chris Pope 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.

  • 5:00 pm - 6:00 pm
    CONNECT OVER DRINKS
  • *Agenda subject to change.