NowForum Agenda Dallas


November 1, 2016 at Sheraton Dallas

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.

NOVEMBER 1, 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
    Dan McGee, Chief Operating Officer, ServiceNow

    All this talk about the service experience affecting work productivity begs the question – how can enterprises make it happen? Join Dan McGee 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 - 11:45 am
    Keynote: Southwest Airlines Success Story
    Craig Maccubbin, Vice President and Chief Technology Officer, Southwest Airlines

    Learn how Southwest Airlines has implemented many of the service management capabilities and how they have achieved great results.

  • 11:45 am - 1:15 pm
    Lunch and Partner Expo
  • 1:15 pm - 2:00 pm
    choose 1 breakout
    Track #1 – Modernize: Accelerate IT Service Delivery
    Breakout: Power to the People: Drive Your ITSM Solution Towards Zero Level Support
    Josh Addington, Advisory Solution Consultant, ServiceNow
    Omar Martinez, Sr. ITSM Strategist, CHRISTUS Health

    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
    Zac Fleming, IS Portfolio Team Manager, Baylor Scott & White Health
    Richard Hawes, Director, IT Business Management Product Marketing, 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 and hear from Baylor Scott & White Health on how they are using business principles in project management.

  • Track #3 – Innovate: Fuel Strategic Growth with Service Management Across the Enterprise
    Breakout: Customer Service at Epicor Software
    Chris Orr, Vice President Strategy, Epicor Software
    Jeffrey Davis, Product Line Sales Manager - Customer Service Management, ServiceNow

    Epicor, a leading ERP software manufacturer, is implementing the new Geneva Customer Service application to replace ten different customer support systems. Under the project name of EpicCare, Epicor is harmonizing disparate business processes used across different product lines, business units, and geographies and configuring ServiceNow as their single, global, Customer Service system.  In this session, they will cover how they have implemented the ServiceNow Customer Service application and how they are using it to drive consistency in service, to improve customer satisfaction, and drive revenue growth. 

  • 2:15 pm - 3:00 pm
    choose 1 breakout
    Track #1 – Modernize: Accelerate IT Service Delivery
    Breakout: Manage Costs and Risks by Increasing Service Availability
    Brian Boyd, Manager Systems Engineering, Sabre Systems
    Eric Hagstrom, ITOM Enterprise Sales Specialist, ServiceNow

    Learn how you can increase service availability by managing end‑to‑end services, rather than technology silos. Get new insight into the service availability use case and ServiceWatch Insight—our service availability solution that covers event management, business service discovery, and infrastructure discovery—so you can detect and diagnose service issues more quickly and easily than ever before.

  • Track #2 – Transform: Align Operations and Business Initiatives
    Breakout: Security Ops: Because You Can’t Redo Your First Security Response
    Piero DePaoli, Senior Director, Product Marketing - Security Business Unit, 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: Service Platform: Easily Build Apps That Power a Better Way to Work
    Dave Knight, Director, Solution Consulting, 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. Discover how to build a better way to work for your business on the ServiceNow Platform.

  • 3:00 pm - 3:15 pm
  • 3:15 pm - 4:00 pm
    choose 1 breakout
    Track #1 – Modernize: Accelerate IT Service Delivery
    Breakout: Service Portal: Create Engaging Experiences on ServiceNow
    Omid Borjian, Product Manager, Design and Experience

    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: Aligning Your People, Data, and Business Goals with Performance Analytics
    Sasson Jamshidi, Senior Solution Consultant, Performance Analytics & Reporting, ServiceNow

    Find out more about the need for structured process and continual service improvement using performance analytics and visualization. We’ll explore strategies for empowering your organization with effective, results‑driven solutions.

  • Track #3 – Innovate: Fuel Strategic Growth with Service Management Across the Enterprise
    Breakout: HR Customer Journey: How Sally Beauty Transformed their Employee Experience
    Shalonda Welborn, Sr. Manager HR Shared Services, Sally Beauty Holdings Inc
    Michele O'Brien, Product Line Sales Manager - Human Resources, ServicenNow

    Discover how Shalonda Welborn and her team at Sally Beauty simplified and increased communication across HR, payroll, benefits, compensation, the call center, and the Field HR teams—finding ways to track issues through to resolution, engage the right experts at the right time, and ultimately improve employee satisfaction. She will share her first‑hand experience in:

    • Making the case for change at Sally Beauty
    • Creating a checklist for transforming HR into a value‑center
    • Crafting HR productivity metrics that enable accurate and timely resource planning
    • Establishing best practices for a successful enterprise‑wide rollout
  • *Agenda subject to change.