7:30am - 9:00am   Registration & Coffee

9:00am - 10:00am   ServiceNow Introducing Istanbul & Service Portals
Speaker: Ron Markham, Executive Strategist, ServiceNow

Encouraging self-service is highly dependent on an easy-to-use gateway that allows access to a variety of services. Since the Helsinki release, ServiceNow has provided an excellent tool to do just that. The Service Portal application provides and intuitive interface to quickly setup a portal with all your services, requests and self-help to support your users. It is robust enough that with more advanced development resources you can customize it even further with AngularJS, SCSS and Javascript. The ServiceNow Service Portal will change the way your users do business with you.

10:00am - 11:00am  MIT Atlas Service Center Portal
Speakers:
Lizz McManus, Program Manager, Massachusetts Institute of Technology
Oliver Thomas, Community Partnerships Manager, Massachusetts Institute of Technology
Matt Wollman, IT Support Manager-Escalations, Massachusetts Institute of Technology

The Atlas Service Center is MIT’s new all-in-one location, where staff can get, ID cards, T-passes, Parking permits, I9 verifications, IT support, etc. In order to support this new center, IS&T used ServiceNow to create a greeter / intake application that easily allows the center staff to receive new visitors, create a case for them and process them to the next steps. This also included a new self -service portal where center visitors can process a variety of other requests such as athletic memberships, I9 section 1, reset password, and other self service requests. We will discuss how we did the discover, designed and created this application.

11:00am - 12:00pm   Service Portal Planning Activity
Speakers:
Ron Markham, Executive Strategist, ServiceNow
Lizz McManus, Program Manager, Massachusetts Institute of Technology
Oliver Thomas, Community Partnerships Manager, Massachusetts Institute of Technology
Matt Wollman, IT Support Manager-Escalations, Massachusetts Institute of Technology

12:00pm - 1:00pm Lunch

1:00pm-2:00pm   Harvard University’s Service Portal
Speakers:  Maria Curcio, Director of IT Service Management, Harvard University
Dan Alexander, Associate Director of IT Service Management, Massachusetts Institute of Technology

2:00pm - 3:00pm  Panel / Open Q&A
Speakers:
Maria Curcio, Director of IT Service Management, Harvard University
Ron Markham, Strategy Executive, ServiceNow
Lizz McManus, Program Manager, Massachusetts Institute of Technology
Oliver Thomas, Community Partnership Manager, Massachusetts Institute of Technology
Matt Wollman, IT Support Manager-Escalations, Massachusetts Institute of Technology

3:00pm  End