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

9:00am - 9:30am   Mobilize Your User Experience in Madrid
Speaker: Jemma Taipan, ServiceNow

ServiceNow’s mobile application has been re-platformed in Madrid to allow for a mobile first experience with several capabilities including, but not limited to, offline read and write, cross platform support, and codeless app creation.  We will discuss the mobile roadmap, review the out of the box applications for IT Service Management and Field Service Management, and show how to build your own experience with Mobile Studio.

9:30am - 10:00am   Security Best Practices for Your Instance
Speaker: Brenda Santos, ServiceNow

Learn the best practices of securing your instances, review the Security Center, understand common threats to Web Applications, and most importantly have immediate steps to take back to your office to improve the security posture of your instances.

10:00am - 10:50am   ServiceNow beyond ITSM: Custom Apps & Integrations
Jeff Maher, Servicenow Administrator, Harvard University
Dan Alexander, Associate Director of IT Service Management, MIT Sloan School of Business

Dan and Jeff will talk about where you go once you’ve implemented core ITIL processes, and how you grow the ServiceNow platform within and then beyond IT.  They’ll discuss successful higher-ed use cases for delivering custom applications to solve common business issues, including implementations for Harvard Benefits Office, and MIT Sloan’s Finance and Alumni Relation teams. Dan and Jeff will also touch on how integrations with ServiceNow can extend your reach and push or pull useful data and artifacts for consumption and interaction around ServiceNow. Jeff will discuss recent integrations at Harvard University with JIRA and Slack, while MIT Sloan will discuss a new project that ingests course data from Canvas to support the process of Course Management and Onboarding.

10:50am - 11:05am   Break

11:05am - 12:00pm   Transparency and Transformation through ITBM
Speaker:  Brighid Whalen, Assistant Director of Project & Service Management, Northeastern University

Like many IT organizations, Northeastern University’s Information Technology Services department is being continuously asked to do more to help the university achieve its strategic goals.  Requests for software enhancements, application integrations, system upgrades arrive daily with aggressive timelines. 

With the implementation of ITBM services, we have seen many improvements and an increase in transparency with our customers. Utilizing Demand, Project, Portfolio, and Resource Management, we can now report on multiple verticals and provide business units with better insight on work being completed. 

12:00pm - 1:00pm   Lunch

1:00pm - 1:55pm    Wesleyan Asset Renewal and Management App
Kevin Kane, Web Applicatoins Developer & Student Systems Manager, Wesleyan University
Karen Warren, Deputy Chief Information Officer, Wesleyan University

Wesleyan University had been using an old homegrown method for tracking faculty and staff computer replacement cycles.  That method was highly manual and subject to error.  A year ago, they switched to an application built in ServiceNow that automatically collects data from the configuration items to generate records with budgetary values that allow for planning as far as 4 years in advance.   We have iterated numerous times working out kinks in the process.  Now a full year in, the application is THE source of data for replacement cycles.  Karen will share the application, the problem being solved, the method to get there with an honest analysis of where it has been a success and where it still needs some fine tuning.

2:00pm - 3:00pm   Harvard Automated Testing Framework:  Pick Three: Fast, Reliable, Cheap; An ATF story
Jeff Manville, Servicenow Administrator, Harvard Business School 
Poornima Sanivada,  Senior Quality Assurance Engineer, Harvard University
Sukeshi Shah, Director of Quality Assurance, Harvard University

During the session we will describe how, by leveraging the Automated Test Framework, we were able to reduce our testing and regression cycle from 40 human hours to 20 automated minutes. This time savings freed up QA resources to shift focus from repetitive test execution to designing test cases and shifted our Dev and QA work to a Test-First model where both development and test coverage are designed, built, and executed together to deliver high quality work to the organization while reducing resource cost and increasing output velocity.

3:00pm   End