Planning ahead for Knowledge14: A Customer Guest Blog

[sarah_manning]

We are very fortunate to have a customer guest blogging today!

Steve Emerson is an IT professional who has always had a passion for ensuring the best possible experience for the customer. This passion naturally led him into the field of IT Service Management where he has held several roles over the past few years. In his current role with Parsons Brinckerhoff, Steve is responsible for the creation and continual improvement of all IT Service Management processes and owns the Global ServiceNow implementation.

You can find Steve on Twitter and LinkedIn.

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With Knowledge14 quickly approaching, I'd like to take this opportunity to share my goals for the conference. First, let me tell you a little bit about me. As the IT Service Controls Manager for Parsons Brinckerhoff, I perform two key roles - I am accountable for the creation and continual improvement of all global IT Service Management processes and am also the owner of our ServiceNow implementation. I have been with my company for a little over a year and this is my first exposure to ServiceNow in my career. My role as ServiceNow owner entails setting the strategy and timeline for our implementation, but we wouldn't be where we are today without the help of our developer extraordinaire Michael Carpenter (Carpenter)

While this is the second Knowledge conference I'll be attending, for all intents and purposes it is really my first. When I attended K13 last year, I had only been with my company for a month and was still getting a grasp of what ServiceNow was along with our implementation of it. After attending K13, I walked away amazed at what this solution can do. Since then, we've been busy planning our roadmap and have rolled out a Change Management process, a Knowledge Management process, a CMS-based Self Service Portal, a refreshed Service Catalog and many other minor enhancements. While I view these as great accomplishments, I am even more excited about our future plans.

My goal for Knowledge14 is to be a sponge and absorb as much as I possibly can, but with that said here are my main areas of focus:

• Expanding use of ServiceNow beyond the core ITSM processes
• How to leverage ServiceNow's social features across our enterprise
• Best practices for IT Asset Management & Configuration Management
• Creative approaches for Knowledge Management
• And most importantly - Networking!

If you are on the fence about registering, take a few minutes to read this blog containing customer insights.

I look forward to seeing everyone at #Know14 — The place to be!