My name is Deb McDaniel, and I'm with Rutgers University in NJ. I'm an Associate Director, IT. I'm the IT Service Management Program Manager, and we are in the process of building our first Service Management Office. We are starting from ground zero with our process definitions and ITIL training, and we are targeting October 2019 to begin our implementation of ServiceNow ITSM. Currently, our HR department is implementing ServiceNow HR Service Delivery. I'm attending the class so that I can support our adoption of ServiceNow across the university. My most recent adventure was an outing with my son to see Avengers: End Game.
I am the Executive Director, Application Lifecycle Services at Providence St Joseph Health. My team is responsible for supporting the ServiceNow platform. We implemented ServiceNow in Aug/Nov. We recently upgraded to Madrid.
I am interested in how to build out the platform to show the value, tie back to KPIs and drive adoption.
My next adventure is enjoying the sun in Los Cabos next month.
David Sprowls, Lead Systems Analyst/Developer working for Select Medical. Interested in learning how to continue to drive adoption of the platform. Heading to Colorado in August for a couple weeks.
I manage analytics and process for our domestic desktop support organization focusing on using ServiceNow dashboards and reporting along with Tableau reporting to show how the business is doing. I've been a user of ServiceNow since 2008, but have been really been more of a super user since 2015. I'm here to learn what else we can be doing with the platform to better manage our business and understanding our metrics better.
My name is Paul Porter. I work at the Energy Sciences Network (ESnet) at Lawrence Berkeley National Lab, a DOE Science Lab administered by the University of California at Berkeley.
Up until recently I was the sole administrator, developer, architect and evangelist on and for the platform. We're now a team of two (finally!) after a long term colleague came on to help with development.
Been working on the platform for just shy of 6 years.
We're frustrated with the tiny numbers or organizational antibodies that seem to have a louder voice than leadership provides for the the platform supporters and advocates of the platform. However, leadership is finally turning the tables and providing governance for processes necessary to satisfy requirements we get from the DOE Office of Science. So whatever I can learn here to help push that along will be of advantage.
Most recent adventure was a photo shoot weekend in Yosemite Valley, slogging though deep snow and being enveloped by the profound silence. Imagine Yosemite without crowds.
Hi, my name is Dan Kennedy and I'm an Enterprise Architect with Enbridge. In this course I'm looking to understand how we can better determine the value we are realizing from our ServiceNow investment and how we can grow that value.
Team 1: Metrics. Everyone is at different points in their journey. Value is different at each phase of the journey. Defining value is challenging. Measuring business processes important
Team 2: Customer Satisfaction and Customer Experience defines business value
Team 3: Exceed customer expectations that align to company strategic values
Team 4 Business Value is understanding the strategy of the business and align to business outcomes. Then delivering them
Team 5: Alignment w company strategy. Create measurable goals and delivering them
Team 6: ROI is more that dollars and cents. What value are you driving for the customer? Deadly KPI's - are they still a value? Rob shared a ServiceNow concept - Fair value exchange w KPI's
Team 7 - The Dragons: (GOT tonight) enable the business to be successful at making money. similar problems. "i need something"... How to support w user experience, customer sat. Enable the business to drive revenue by providing value. Drive profit, not revenue.
Team 8: Vision and purpose tied to revenue and cost reduction
I'm Daniel Bladorn currently a Senior Systems Engineer at Kohl's Department stores. I have been working with ServiceNow for the past 7 years. I am currently leading the development team for ServiceNow and a few other enterprise tools at kohls and my role is currently changing to be more of a product manager type of role. I am hoping with this class to get more of an understanding of how to present ServiceNow development opportunities across the business.
Alan Soh, senior manager of Organizational Change Management for The Boeing Company with less than a year ServiceNow experience. The reason for attending the session is to ensure we unleash the business value proposition and realization aligned to the corporate strategies. My most recent adventure is learning a new job, re-expatriating from Singapore back to US, purchasing a new house, acclimating to new environment, and finding time for sleep.
Hi! My name is Tiffany Lancaster and I work for Shelter Insurance Companies.
I have recently moved into a new position as the Supervisor of the Service Management team. While managing the ITSM processes, our team owns the platform, has responsibilities for the administration of the ITSM, ITOM (so far just Discovery), and Facilities modules. We also help the Security Team support their Security modules.
We went live with ServiceNow almost a year ago and continue to grow in our footprint. As you know, each additional increase in footprint also increases the cost of ServiceNow. We have people asking for ITBM and Event Management so I am looking for more advanced methods to help us better show and explain the ROI of ServiceNow.
This morning was helpful Looking forward to the rest of the class and getting to know the group 🙂
Oh awesome. Yeah, Ben is my disc golf buddy and works across the hall from me. Unfortunately he couldn't make it out this year cause his team is done doing ServiceNow market research. I think he should be back next year because his group's process will be in production next year.
Hi I am Greg Higgs, Manager for Enterprise Applications with a Forest Company based in beautiful British Columbia. I am new to Service Now and we are in the process of implementing with a Go Live date of June 17.
You have brains in your head, you have feet in your shoes, you can steer yourself in any direction you choose. You are the one who decides where to go. we will get you there.
