NowForum Agenda NYC


October 13, 2016 at New York Hilton

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 13, 2016

  • time
  • 7:00 am - 8:30 am
    Registration, Continental Breakfast and Partner Expo
  • 8:30 am - 8:45 am
    Welcome and Introductions
  • 8:45 am - 9:30 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.

  • 9:30 am - 10:30 am
    Keynote: Drive the Service Revolution
    Allan Leinwand, Chief Technology Officer, ServiceNow

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

  • 10:30 am - 10:45 am
  • 10:45 am - 11:15 am
    Keynote: Enterprise Service Management: Vision Turned into Reality
    Ashish Agarwal, Head of Application Product Management, Swiss Re

    After being a finalist for the 2015 Innovation of the Year award, Swiss Re turned their vision into reality by launching their Enterprise Service Management Portal 79 locations around the globe. The only thing that they changed...was everything! In this session, you will hear about the content management system they created to effectively manage thousands of regional and global services. Now user inquiries about password resets, flipcharts, time statements, benefits packages, and more can all be managed in a single, personalized, mobile‑friendly portal, offering an "Amazon‑like" service experience. They will share their journey—including user feedback, challenges they encountered, and how their progress will continue.

  • 11:15 am - 11:45 am
    Customer Panel with CIBC: The Journey to a Modern Service Experience
    Moderated by Jeff Margolese, Vice President, Solutions Consulting, ServiceNow
    Panelist: Christopher Kendrick, Vice President, Information Infrastructure Services, CIBC
    Panelist: Walid Saleh, Senior Director of Enterprise Service Management and Automation, CIBC

    A distinguished panel of IT leaders will share how they address service management within the demanding resiliency and security requirements of their respective industries. Hear how these leaders:

    • Reduce business‑impacting events

    • Ensure that regulatory, compliance and security requirements do not delay the release of new products and services

    • Gain visibility and control of the core services delivered to the business

    • Facilitate innovation with services that readily scale to make mergers, acquisitions, and reorganizations run smoothly

    • Deliver consumer‑quality applications and dynamically scale to match demand with the speed and security demanded in their respective industries  

  • 11:45 am - 1:15 pm
    Lunch and Partner Expo
  • 1:30 pm - 2:15 pm
    choose 1 breakout
    Track #1 – Modernize: Accelerate IT Service Delivery
    Breakout: Power to the People: Drive Your ITSM Solution Towards Zero Level Support
    Kevin Murray, Senior Director IT Product Marketing, ServiceNow
    Bobby Dohil, Senior Solution Consultant, ServiceNow

    Your customers’ expectations of IT services are higher today than ever before. A lot of that has to do with the rise of consumer apps like Uber and Amazon, and the quick, easy‑to‑use experiences they offer outside of work. As a result, 80% of workers say slow and cumbersome IT service delivery has negatively impacted their productivity. Learn how to change the IT service delivery paradigm—and the best practices you can implement for 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
    Brad Smith, Product Line Sales Manager, Service Strategy, ServiceNow
    Chris Kaeser, Senior Solution Consultant, ServiceNow

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

  • 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
    Garfield Swaby, Senior IT Director, New York Public Library
    Tom Cullen, Solution Architect, ServiceNow
    Michael Ritchie, Platform Architect, ServiceNow

    Employees waste more than 15 hours of every work week—40% of their time—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 companies have built both departmental and enterprise‑wide apps that deliver experiences users love, drive innovation, and still allow IT to maintain control and governance. You will hear a case study from the New York Public Library around how they used the ServiceNow platform to develop an application called NYPL Atlas—providing insight into the business and allowing staff to track things such as number of visits, PC reservations, and both physical and IT assets per location.

  • 2:30 pm - 3:15 pm
    choose 1 breakout
    Track #1 – Modernize: Accelerate IT Service Delivery
    Breakout: AWS Cost and Usage Case Study with ServiceNow Cloud Management
    Tameem Hourani, Senior Director, Cloud Services NOC, PTC
    Zaki Bajwa, Global Director ITOM Practice, ServiceNow

    A barrier to AWS adoption is the anticipated cost of moving workloads to AWS compared to actual costs.  We will share a complete view of all cost and usage today for leading public clouds, and we’re working on solutions to show ROI actuals post‑migration to the public cloud. Armed with this level of information, informed decisions can be made about the most cost‑efficient placement of workloads and overall cost management of cloud environments, which will help customers make good decisions and allay cost concerns—ultimately driving faster adoption. Join our customer PTC and Delivery Partner Acorio discuss this case study.

  • Track #2 – Transform: Align Operations and Business Initiatives
    Breakout: Security Ops – Because You Can’t Redo your First Security Response
    Jonathan Walker, Security Solutions Architect, ServiceNow

    Are you secure? Are things getting better or worse? These are the two most important questions faced by today’s security leaders. But with security teams inundated by alerts from multiple, siloed products, using manual processes and handoffs to respond, it’s virtually 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 a 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: Building a Sustainable Service Management Program in a Shared Services Environment
    Mark Grimmelikhuijsen, Sr. Manager, Service and Portfolio Management, Campbell Soup Company

    In this session, you will hear firsthand how Campbell Soup Company developed and built an effective framework to aid with the accelerated implementation of ServiceNow across their shared services. Their rapid implementation enabled them to onboard multiple functions into ServiceNow across eight functions in three months. In this session, they will share the challenges they faced and the mechanisms they put in place to build a sustainable program. Mark will talk about how they organized themselves to be successful, the roles they created, the tools and techniques they used, and the "pipeline" they developed to funnel and manage demand.

  • 3:15 pm - 3:30 pm
  • 3:30 pm - 4:15 pm
    choose 1 breakout
    Track #1 – Modernize: Accelerate IT Service Delivery
    Breakout: Service Portal: Creating Engaging Experiences on ServiceNow
    Omid Borjian, Product Manager - Design and Experience, ServiceNow

    Transform the way people work by creating modern and engaging experiences with Service Portal. We’ll explore how to 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 portals, dashboards, and applications that are robust, interactive, and responsive.

  • Track #2 – Transform: Align Operations and Business Initiatives
    Breakout: Service Release Automation – It’s Not How Fast You Release, It’s How Well You Release Fast
    Bill Cypert, Solution Consultant Manager, ITOM Practice, ServiceNow

    In today’s world, software is a key differentiator for businesses looking to stay ahead in their respective markets. To gain the competitive advantage, organizations must excel in their ability to both manage release complexity and ensure the end product meets the high expectations of their consumers. Join this session to learn how ServiceNow can help you accelerate time to market with the ability to reduce integration complexity and develop software rapidly, improve the quality of releases by removing manual steps and implementing a consistent automated model across all environments, and maintain a transparent release pipeline to ensure development and operations teams have the same view and insights into the development process.

  • Track #3 – Innovate: Fuel Strategic Growth with Service Management Across the Enterprise
    Breakout: Transforming Customer Support at NICE Systems
    Eyal Lubin, Director of Global Service Operations, NICE Systems

    Join this session to learn about Nice System’s customer support transformation journey with ServiceNow.  We will walk through our business situation, why we selected ServiceNow, the implementation project, and initial results.

  • 4:15 PM - 5:15 PM
    Networking Reception
  • *Agenda subject to change.