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 - 9:45 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
    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.

  • 10:45 am - 11:00 am
  • 11:00 am - 11:30 am
    Keynote: Enterprise Service Management: Vision Turned into Reality
    Ashish Agarwal, Head of Application Product Management, Swiss Re

    After being one of the five finalists for the 2015 Innovation of the Year award, Swiss Re turned their vision into reality by launching their Enterprise Service Management Portal globally to 79 locations. The only thing that they changed ... is everything!  In this session, they will also tell you about a content management system they use to effectively manage thousands of regional and global services. This ensures that user enquiries about password resets, flipcharts, time statements, benefits packages and more ‑ can all be managed in a single personalized portal with mobile access, offering an "Amazon‑like" shopping experience. They will share their journey ‑ including user feedback, challenges they encountered and how this journey will continue.

  • 11:30 am - 12:00 pm
    Keynote: Customer Panel – CIBC

    More information to come shortly.

  • 12:00 pm - 1:30 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, Sr, Director IT Product Marketing, 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"
    Brad Smith, Product Line Sales Manager, Service Strategy
    Chris Kaeser, Senior Solution Consultant, ServiceNow

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

    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. 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 which provides insight into the business and assets per location allowing staff to look up a given location and track things such as number of visits, pc reservations, and assets per location (both physical assets and IT assets.)

  • 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
    Paul Wydra, Senior ServiceNow Consultant, Acorio

    A barrier to adoption is the anticipated cost of moving workloads to AWS compared to actual costs.  We have a complete view of all cost & 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 we feel this will help customers make good decisions and allay cost concerns, and ultimately drive faster adoption.  Join our customer PTC and delivery partner, Acorio, to discuss this case study.

  • Track #2 – Transform: Align Operations and Business Initiatives
    Breakout: “Security Ops – Because You Can’t Redo your First Security Response”
    Myke Lyons, Director, Security Business Unit, 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.

  • 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, Campbell's will share their experience and lessons learned in developing and building 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 8 functions in 3 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. 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: “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 the business situation, why we selected ServiceNow, the implementation project, and initial results.

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