Dear SNUG Suisse Romande community,   Thank you to everyone who joined us for the 17th ServiceNow User Group (SNUG) hosted at Deloitte.    As we could not cover the ServiceNow Roadmap session during the event, we are pleased to invite you to a follow-up virtual session:   Friday, July 3rd, 2026 10:00 AM (Amsterdam, Berlin, Rome, Stockholm, Vienna) 45-minute session + Q&A   Join Zoom Meeting (send email to Isabel Fernandez to get the invitation)   During this session, Thomas Spillard will share: Key highlights from Knowledge 2026 (Las Vegas) Latest ServiceNow Australia release updates and new features Partnership updates and community insights Join us to continue the conversation, discover what’s coming next with ServiceNow, and bring the latest innovations back to our community.   We look forward to seeing you online! Wish you a nice week!   The SNUG Suisse Romande team & Special host Deloitte Isabel Fernandez · Thomas Spillard · Marzena Lapka     #SNUG #ServiceNow #Roadmap #Knowledge2026 #CommunityEvent #Innovation ... View more

Dear SNUG members,   I am happy to share that the agenda for the upcoming SNUG Suisse Romande on 11 June 2026 in Geneva, hosted by Deloitte, is now complete.   A big thank you to Deloitte, and especially to Sébastien Martin and the Deloitte team, for hosting and organising this event with us.       Please note that the session HRSD management in ServiceNow for Deloitte Employees will be organised as a separate virtual session in September.   Agenda 09:00 - 09:30 Welcome Breakfast and Networking 09:40 - 09:50 Welcome and Opening Isabel Fernandez, SNUG leader 09:50 - 10:00 Welcome and Introduction by Deloitte Alice Pearce, Sébastien Martin 10:00 - 10:30 ServiceNow at Scale: Internal Platform Strategy and AI Adoption Joe Erskine - Deloitte Deloitte's ServiceNow platform strategy includes a global, multi-instance architecture serving 150 countries, with an integrated product suite covering IT, Finance, HR and Business operations. The organisation is accelerating digital transformation with Now Assist and Agentic AI. 10:30 - 11:00 Morning break 11:00 - 11:30 AI in ServiceNow: Lessons from the Field Milan Deruelle, Emilie Kirschner - CERN This session shares practical lessons learned from implementing Generative AI and Predictive Intelligence in ServiceNow, including ticket classification, spam detection, field prediction and Knowledge Base recommendations. 11:30 - 12:00 How Lombard Odier is leveraging ServiceNow for integrated risk management? José Diaz - Lombard Odier; Maximilian Bazzi - Bazzi Consulting Lombard Odier will share its ServiceNow IRM journey for Operational Risk Management, including lessons learned and how the programme now supports FINMA and DORA compliance. 12:00 - 13:30 Lunch 13:30 - 14:00 ServiceNow Latest Updates and Roadmap Highlights Thomas Spillard - ServiceNow 14:00 - 14:30 AI Control Tower: Governing and Scaling AI Initiatives ServiceNow 14:30 - 15:00 DTT Global: Implementing an AI Control Tower at Scale Deloitte - Architect Deloitte Technology Transformation Global has established a central AI Control Tower to govern, monitor and optimise AI initiatives across the enterprise, with visibility on project portfolios, performance metrics and value realisation. 15:00 - 15:30 Afternoon break 15:30 - 16:00  CSDM overview ServiceNow 16:00 - 16:30 One Model, Every Perspective: How CSDM Unifies Business, Users, Operations, and Finance Across a Global Enterprise Robin Chytil - Takama; Angela Custodio - dsm-firmenich This session will share how dsm-firmenich is navigating CSDM adoption at global scale: what worked, what did not, and where the real friction lies. It will also show how a solid CSDM foundation can support IT Financial Management and improve cost transparency. 16:30 - 16:40 Open discussion: user satisfaction, collaboration and upcoming events Isabel Fernandez, SNUG leader 16:40 - 18:00 Networking     We are looking forward to seeing you in Geneva! Best regards, Isabel Fernandez Thomas Spillard, ServiceNow Marzena Lapka, Event support and Media ... View more

Dear SNUG members,   I am happy to share that the agenda for the upcoming SNUG Suisse Romande on 11 June 2026 in Geneva, hosted by Deloitte, is now complete.   A big thank you to Deloitte, and especially to Sébastien Martin and the Deloitte team, for hosting and organising this event with us.     Please note that the session HRSD management in ServiceNow for Deloitte Employees will be organised as a separate virtual session in September.   Agenda 09:00 - 09:30 Welcome Breakfast and Networking 09:40 - 09:50 Welcome and Opening Isabel Fernandez, SNUG leader 09:50 - 10:00 Welcome and Introduction by Deloitte Alice Pearce, Sébastien Martin 10:00 - 10:30 ServiceNow at Scale: Internal Platform Strategy and AI Adoption Joe Erskine - Deloitte Deloitte's ServiceNow platform strategy includes a global, multi-instance architecture serving 150 countries, with an integrated product suite covering IT, Finance, HR and Business operations. The organisation is accelerating digital transformation with Now Assist and Agentic AI. 10:30 - 11:00 Morning break 11:00 - 11:30 AI in ServiceNow: Lessons from the Field Milan Deruelle, Emilie Kirschner - CERN This session shares practical lessons learned from implementing Generative AI and Predictive Intelligence in ServiceNow, including ticket classification, spam detection, field prediction and Knowledge Base recommendations. 11:30 - 12:00 How Lombard Odier is leveraging ServiceNow for integrated risk management? José Diaz - Lombard Odier; Maximilian Bazzi - Bazzi Consulting Lombard Odier will share its ServiceNow IRM journey for Operational Risk Management, including lessons learned and how the programme now supports FINMA and DORA compliance. 12:00 - 13:30 Lunch 13:30 - 14:00 ServiceNow Latest Updates and Roadmap Highlights Thomas Spillard - ServiceNow 14:00 - 14:30 AI Control Tower: Governing and Scaling AI Initiatives ServiceNow 14:30 - 15:00 DTT Global: Implementing an AI Control Tower at Scale Deloitte - Architect Deloitte Technology Transformation Global has established a central AI Control Tower to govern, monitor and optimise AI initiatives across the enterprise, with visibility on project portfolios, performance metrics and value realisation. 15:00 - 15:30 Afternoon break 15:30 - 16:00  CSDM overview ServiceNow 16:00 - 16:30 One Model, Every Perspective: How CSDM Unifies Business, Users, Operations, and Finance Across a Global Enterprise Robin Chytil - Takama; Angela Custodio - dsm-firmenich This session will share how dsm-firmenich is navigating CSDM adoption at global scale: what worked, what did not, and where the real friction lies. It will also show how a solid CSDM foundation can support IT Financial Management and improve cost transparency. 16:30 - 16:40 Open discussion: user satisfaction, collaboration and upcoming events Isabel Fernandez, SNUG leader 16:40 - 18:00 Networking   Registration is now almost full, with more than 80 participants already registered. Only a few places remain available (maximum 3). If you would still like to attend, please contact me directly as soon as possible, and I will do my best to accommodate your request. SNUG Suisse Romande Team   We are looking forward to seeing you in Geneva! Best regards, Isabel Fernandez Thomas Spillard, ServiceNow Marzena Lapka, Event support and Media ... View more

Dear SNUG members,   I am glad to share an update on the upcoming SNUG Suisse Romande on 11 June 2026 in Geneva, hosted by Deloitte. Thank you Sébastien Martin and the Deloitte team for your support and enthusiastic participation.   Registration is now open: Register here   We are currently building the agenda and are still looking for a customer willing to share their ServiceNow experience. Slides should be in English. Presentation can be in English or French, with Q&A.   Below is the current draft agenda: Time Who Title Description 9h00-9h30   Breakfast & Networking   9h40-9h50 Isabel Fernandez Welcome & Opening   9h50-10h00 Alice Pearce, Sebastien Martin - Deloitte Welcome & Introduction by Deloitte   10h00-10h30 Joe Erskine - Deloitte Scaling ServiceNow Globally: Deloitte’s Platform Strategy and AI Journey Deloitte's ServiceNow platform strategy encompasses a globally distributed, multi-instance architecture serving 150 countries with an integrated full-stack product suite spanning IT, Finance, HR, and Business operations. The organization is accelerating digital transformation by scaling AI-driven capabilities through Now Assist and Agentic AI, unlocking significant value realization across enterprise workflows. 10h30-11h00   Morning break   11h00-11h30 Joe Erskine HRSD management in ServiceNow for Deloitte Employees Deloitte has scaled its Human Resources Service Delivery (HRSD) capabilities in ServiceNow through advanced case management, Employee Center Pro, and intelligent employee journeys, creating a comprehensive self-service ecosystem. The organization is leveraging Now Assist to enhance HRSD operations with early learnings demonstrating measurable impact, while seamlessly integrating SuccessFactors as the core HRIS to ensure unified HR data and process continuity across the enterprise. 11h30-12h00 TBC Customer / Interactive Session Looking for a customer to share their experience 12h00-13h30   Lunch   13h30-14h00 Thomas Spillard - ServiceNow Latest Updates & Roadmap   14h00-14h30 ServiceNow AI Control Tower: Governing and Scaling AI in practice   14h30-15h00 Deloitte DTT Global: Implementing an AI Control Tower at Scale Deloitte Technology Transformation (DTT) Global has established a centralized AI Control Tower to govern, monitor, and optimize AI initiatives across the enterprise, ensuring alignment with strategic objectives and risk management protocols. The control tower provides real-time visibility into AI project portfolios, performance metrics, and value realization, enabling DTT Global to scale AI adoption responsibly while maintaining compliance, governance, and measurable business impact across all business units. 15h00-15h30   Afternoon break   15h30-16h00 ServiceNow CSDM Overview   16h00-16h30 Robin Chytil, Takama / DSM-Firmenich CSDM in the Real World IT means something different to everyone and that's precisely the problem. Business stakeholders need IT to support critical processes. End-users want their applications and tools to work. Operations teams live in the reality of thousands of configuration items. And finance, the CIO, the CFO? They need numbers they can trust. In theory, CSDM was built to bridge all of this. In practice, deploying it at global scale, across legacy frameworks, inherited taxonomies, and organisations that have never agreed on what an "application" even means, is a different story. This session is not a success story. It's a working story. We'll share how dsm-firmenich is navigating CSDM adoption: what worked, what didn't, and where the real friction lies. With a solid CSDM foundation, IT Financial Management becomes a genuine steering tool, giving CIOs and CFOs the cost transparency they need to make decisions. 16h30-16h40 Isabel Fernandez SNUG News & Closing   16h40-18h00   Networking       Looking forward to seeing you! Isabel Fernandez ... View more