7:30am – 9:00am  Registration and Coffee

9:00am - 9:15am  Welcome and Introductions

9:15am - 10:00am  ServiceNow Roadmap
Speaker: Steve Petalas, Advisory Solution Consultant, ServiceNow

10:00am – 10:45am  Delivering on a Promise: Service Catalog & The User Experience
Speaker: Ricardo Chavira, Senior Solutions Consultant, Aptris 

When we think of Service Catalog design, we often think first of design, colors, icons and layout. While these are important considerations, it is the Taxonomy that provides a solid foundation for everything else.  How we organize and classify our Services may be the single most important component in the Request and Service Catalog Management Processes, yet it is typically a rushed effort; not aligned with our end users’ expectations; and can grow out of control when unmanaged. This webinar will focus on the role that a properly designed, and actionable, Service Catalog can play in helping Higher Ed organizations overcome challenges and meet key goals. Aptris will share real world best practices and leverage the ITIL framework in this discussion for Higher Ed IT Professionals.

10:45am - 11:00am  Break

11:00am – 11:45am  Case Study: Wesleyan University.  ServiceNow, BDNA, and Being the “Little Guy”
Speaker: Karen Warren, Director of User and Technical Services, Wesleyan University

When Wesleyan brought in Service Now, there were specific pain points they were trying to address.  This included moving from a home-grown largely manual inventory management system that had become unbearably cumbersome and less accurate over time.  They adopted ServiceNow and began the journey of building a CMDB and asset tracking.  The session will cover how inventory was brought in, how it is updated, and how the use of BDNA Technopedia helps keep the data clean and sorted.

11:45am – 12:45pm  Lunch

12:45pm – 1:15pm Internet 2/Net + Agreement
Speaker: Wanda Burgamy, Program Manager, Higher Education, ServiceNow
 

1:15pm  - 2:00pm  Case Study 2: Boston University - CMDB: What’s In It for Me?
Speaker: Eric Dannenberg, Change & Configuration Manager, Boston University

To start this interactive presentation, real life examples will be used to demonstrate the value of having a robust configuration management database (CMDB) as a backbone for successful service.

A quick overview of the Service Asset and Configuration Management (SACM) process will be followed by a jump into the Boston University Information Services & Technology CMDB structure as it currently exists in ServiceNow.

The session will conclude with a practical demonstration of how ServiceNow can be (and is) used today at Boston University to support other IS&T service management processes followed by the requisite Q&A session.

2:00pm – 2:45pm  Panel Discussion/Open Q&A
Speakers from the day will answer questions.  The panel is intended to be an open format for discussion and networking around any aspect of Service Now implementation and deployment.

3:00pm  Wrap-up and End