NowForum Agenda Federal


October 26, 2016 at Marriott Wardman

The Federal NowForum offers an unparalleled opportunity to learn from visionary business executives and service management experts while networking with your government peers from the Federal sector. 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 26, 2016

  • time
  • 7:30 am - 8:30 am
    Registration, Continental Breakfast and Partner Expo
  • 8:30 am - 8:45 am
    Welcome and Introductions
  • 8:45 am - 9:30 am
    Keynote: Experience the Service Revolution
    Michael Hubbard, Global Vice President, Inspire Program, 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 Michael Hubbard 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.

  • 9:30 am - 10:15 am
    Keynote: Drive the Service Revolution
    Bob Osborn, Chief Technology Officer, Federal, ServiceNow

    All this talk about the service experience affecting work productivity begs the question – how can enterprises make it happen? Join Bob Osborn as he brings the intuitive, connected experience to life. Learn how everyone in your agency 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.

  • 10:15 am - 10:30 am
  • 10:30 am - 11:00 am
    Government Keynote
    David A. Shive, Chief Information Officer, U.S. General Services Administration
  • 11:00 am - 11:45 am
    Government Executive Panel: Exploring the Service Journey
    Moderated by Bob Osborn, Chief Technology Officer, Federal, ServiceNow
    Panelist: Tony Summerlin, Senior Strategic Adviser, FCC/CIO
    Panelist: Paul Rydeen, ESC Service Office Manager, NASA Shared Services Center
    Panelist: Rich Beutel, Principal, Cyrrus Analytics

    The ability of the IT department to deliver business value across the Agency is key to enabling mission delivery that extends beyond modernization into true transformation. While service relationships are usually well defined and automated within IT, they are often inefficient, unstructured, or non‑existent in other service domains. Savvy Government IT leaders view this as an opportunity to leverage IT service expertise and enable the Agency to deliver easy to use, workflow managed services in new, highly‑impactful ways. Join a highly distinguished panel featuring representatives from some of the most notable government agencies to share how they view the current and future state of service delivery in the Public Sector and how they are leading a shift towards a service delivery viewpoint, which enables the achievement of agency strategy and deepens the IT/business partnership.

  • 11:45 am - 12:00 pm
    Keynote: Perspective from the Hill
    Representative Gerry Connolly, VA 11th District, U.S. House of Representatives
  • 12:00 pm - 1:15 pm
    Lunch and Partner Expo
  • 1:30 pm - 2:15 pm
    choose 1 breakout
    Track 1 – Modernize: Consolidate Business Critical Applications and Deliver a Modern Consumer Experience
    Breakout: Cloud, FedRamp and Beyond – Why Cloud Platforms Make Sense for Federal Agencies
    Bob Osborn, Chief Technology Officer, Federal, ServiceNow

    Explore the viability of a government private cloud offering which provides unrivaled visibility, access and control.  ServiceNow's Federal Chief Technology Officer, Bob Osborn, will present an alternative view to traditional cloud services considerations for federal agencies looking to reap the benefits of cloud, but who remain skeptical of the security and availability of commercial offerings.

  • Track 2 – Transform: Maximize Operational Agility and Align IT and Business with a Single System of Record
    Breakout: Delivering Enterprise Services Beyond IT
    Brian Michl, Chief Technology Officer, Health/Civil Group, CSRA Inc.
    David Lescalleet, Service Solutions Architect, CSRA Inc.

    At the National Cancer Institute (NCI), CSRA Inc. has excelled in providing IT services in support of cancer research. Onsite, the environment of complex scientific laboratories and technical configurations have resulted in steeper learning curves for newer support staff. Knowledge Management and Mobility (KM2), winner of ServiceNow's Innovation of the Year 2015 award, provides a quick, on‑the‑go mobile interface for accessing relevant details about an asset or location: technical specs, ticket history, owner information, installed software, and related knowledge base articles, to name several. A plethora of information is available with a quick scan of a QR code, giving new and seasoned techs alike a head start when supporting their customers.

    As the application has matured, the scope of its impact has continued to grow. Join this session and see first‑hand how KM2 has continued to revolutionize the way it supports NCI, both in customer support and asset inventorying services.

  • Track 3 – Innovate: Accelerate Service Delivery Across the Enterprise
    Breakout: ServiceNow Implementation Evolution at Fannie Mae
    Raghu Bellary, Senior Manager, Enterprise Shared Services, Fannie Mae
    Srinivas Upadhyaya, Director, Enterprise Shared Services, Fannie Mae

    Fannie Mae had a major challenge to address various outdated IT systems and processes that supported multiple business units and large work force spread across multiple locations. Learn how Fannie Mae approached this program, the underlying themes that support it and how they successfully developed a plan to adopt the ServiceNow platform within IT and beyond.

  • 2:30 pm - 3:15 pm
    choose 1 breakout
    Track 1 – Modernize: Consolidate Business Critical Applications and Deliver a Modern Consumer Experience
    Breakout: Bridging the Gap Between IT and CyberSecurity
    Myke Lyons, Director Security Business Unit, ServiceNow

    Is your agency secure ‑ and are things getting better or worse?  How would you answer these questions? 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.

  • Track 2 – Transform: Maximize Operational Agility and Align IT and Business with a Single System of Record
    Breakout: Mission Assurance with Service Availability
    Bill Cypert, Solution Consulting Manager, IT Operations Management, ServiceNow

    Learn how to outsmart service outages by bolstering ServiceNow ITSM with ServiceNow ITOM.  We will review the service outage challenges that impact IT service delivery and IT operations teams and then examine how ITSM and ITOM work together seamlessly as an end‑to‑end solution for quickly resolving service outages.

  • Track 3 – Innovate: Accelerate Service Delivery Across the Enterprise
    Breakout: Enhancing Employee Experiences with ServiceNow HR Automation
    Kristine Korva, Principal, Deloitte Consulting

    Join this session to learn how government agencies can integrate existing systems with ServiceNow to manage critical interactions with their employees to improve their HR experiences.  During this session, attendees will learn how integration with ServiceNow enables workforce self‑service capabilities without investment in new source systems and how to maximize existing technology infrastructure.  With an emphasis on accuracy and convenience, see how to minimize duplicate data entry and increase overall data consistency, reduce manual processes, and provide transparent visibility into the agency‑wide HR workload.

  • 3:15 pm - 3:30 pm
  • 3:30 pm - 4:15 pm
    choose 1 breakout
    Track 1 – Modernize: Consolidate Business Critical Applications and Deliver a Modern Consumer Experience
    Breakout: Modernizing to Digital Government
    Dustin Laun, Sr. Advisor for Innovation and Technology, Federal Communications Commission (FCC)

    Strategic transformation can only be accomplished with an identified end‑state.  It can be unrealistic to expect that you can standardize every application and required need, on a single platform.  The Federal Communications Commission (FCC) designed, and is implementing, a standard called “80/15/5” where the general assumption is that 80% of all applications and enterprise processes can be standardized on a single platform.  15% of applications are additional SaaS based offerings that integrate seamlessly with the other 80%, and are selected to satisfy specific lines of business criteria. The theme is to continue subscribing SaaS solutions the majority of the time and building, from the ground up only 5% of applications that are mission specific; even those will leverage the latest cloud platforms such as AWS/GCP etc.  As part of the overall process, prior to applying the 80/15/5 model, there will be a percentage of applications that will not be invested in at all.

    FCC is applying this methodology as they undertake a massive effort to modernize and transform their enterprise, affecting more than 2 million end users. Applying this approach enables teams to immediately categorize an organizations enterprise into three distinct lanes and associate funding accordingly with an effective timeline and managed scope.

  • Track 2 – Transform: Maximize Operational Agility and Align IT and Business with a Single System of Record
    Breakout: Driving Transformation and Optimizing Service Delivery at the USPS
    Gino Sferra, IT Operations Transformation Consultant, Accenture Federal Services
    MaSonya B. Scott, Sr. Manager, ITSM – Accenture Federal Services

    Since embarking on its ServiceNow journey in 2014, the United States Postal Service has looked to improve upon the successful integration of the ServiceNow platform and further execute the vision of becoming an IT as a Service (ITaaS) organization. Great strides have been taken to automate and transform IT by creating a Service Management Office and leveraging the Service Catalog to bring this vision to a reality.  Come join USPS and Accenture Federal Services as they discuss the role ServiceNow has played in this transformative journey and what plans are in store for technologies like Performance Analytics that will facilitate continual service improvements that enhance the value and impact of IT across the USPS enterprise.

  • Track 3 – Innovate: Accelerate Service Delivery Across the Enterprise
    Breakout: Why FITARA Can Open Doors to Integrative Thinking in the Federal Government
    Brian Jewett, Solution Relationship Director, KPMG
    Sheila Yahyazadeh, Senior Consultant Management Consulting, Federal, KPMG

    How do we enable the mission‑driven interactions needed at various lines of business within a Government agency in order to seamlessly achieve the Agency goals? This is the type of question that the Federal Information Technology Acquisition Reform Act (FITARA) emboldens us to answer. FITARA enables integrative thinking through mission‑driven interactions. The mandate provides an opportunity to transform the achievement of mission‑driven outcomes by enabling a collaborative ecosystem for IT Service Management among C‑Suite executives. This session will discuss the opportunities FITARA presents to federal leaders for enabling a value‑driven, mission enabled approach in the federal government using the power of ServiceNow platform.

  • *Agenda subject to change.