Location:
Knowledge08
/
Thursday, April 10, 2008
Thursday, April 10, 2008
Color code: Knowledge Sessions, Technical Sessions, Advanced Technical Sessions
| Start Time | End Time | Program | ||||
| 8:00 | 9:00 | Continental Breakfast | ||||
| 9:00 | 9:45 | Customer Presentations - Intrawest Resorts BlueCross and BlueShield of Minnesota |
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| 9:45 | 10:15 | Coffee Break | ||||
| 10:15 | 11:05 | Breakout Sessions |
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| Platform as a Service: Leveraging the On Demand Development Platform Service-now.com is built on an extremely flexible development platform. Our Platform as a Service (PaaS) strategy is designed to help customers build custom applications that leverage the core Service-now.com architecture including business rules, workflow, security, data and hosting facilities. Our PaaS drives automation and integration consistency across custom-built applications and Service-now.com developed solutions. This session highlights Service-now.com PaaS utilities and provides guidance on how you can extend current functionality or build On Demand, integrated custom applications. |
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| Service-now.com Customer Support Processes In this session you will have the opportunity to meet your support team in person, putting faces to the names you have become familiar with. Our goal is to interactively discuss the processes and procedures that we follow as well as share some insight into how we can effectively work together towards our mutual goal of responding to incidents more efficiently. Learn about how we use our own software in the support area and how creating an incident with the right information can lead to a quicker resolution. Satisfaction is not something we deliver, it is something we earn by establishing the right expectations, then working together to meet them consistently. |
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| Change Management Workflow Automation Come see how to automate and streamline your Change Management process using Execution Plans for automated task driven workflow and Process Guides for complex approvals. Dan and Eric will walk through building out a complete workflow using these advanced features. |
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| Scripting, UI Policy and Business Rules Overview This presentation will consist of an overview of configuring a Service-now application. The focus will be on leveraging the unique advantages of UI policies, client scripts, and business rules to make configuring a Service-now instance as easy as possible. The power and flexibility of Client Scripts will be contrasted with the ease of use and simplicity of UI Policies. Finally there will be an opportunity for participants to ask questions and see how Service-now Customer Support approaches configuration and customization requests using these tools. |
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| 11:05 | 11:20 | Rotational Break | ||||
| 11:20 | 12:10 | Breakout Sessions |
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| On Call Rotation Schedules Whether you have simple needs for tracking on-call rotations for the members of your support group or complex scenarios which involved 'follow the sun' roster coverage for a group, Service-now.com's new On Call Rotation Schedules will allow you to easily maintain and report on the rotations of all of your groups. This session will provide a walk-through of the On Call Rotation support, including the features provided, how to define on call rotation schedules, what reporting options are available and how to integrate on call rotation information to business rules. |
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| Service Request Catalog Part 3 - Approval & Process Guides This is the last of a 3 part advanced technical series designed to show an administrator what options are available when creating approval processes when designing a Service Request Catalog. A brief overview on the differences between the default approval and advanced approval engines will begin this session. The majority of our time will focus on the Advanced Approval Engine and Process Guides. Showing how to create multiple steps of approvals, how to create looping processes on rejections and how to use simple scripting and conditions to personalize your work flow will be covered. To conclude we will incorporate some of the concepts from the first two sessions to show how to pull variables from record Producers onto Approval forms and how to use process guides and advanced approval rules as in-line execution plan steps. |
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| Take Control of Your Notifications All organizations utilizing Service-now.com can greatly enhance the efficiency of business e-mail and communication. Do you currently use 5 or more different applications to communicate with your staff and customers? Using Service-now.com’s e-mail and communication functionality you will have the power to keep your staff and customers fully informed throughout each handled process. Empowering each user of the system to effortlessly send out and receive communication is the secret. |
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| Service-now.com Application Security Model Devising and implementing an appropriate security policy is an important step in any Service-now.com implementation. This presentation aims to help in that process by providing a comprehensive overview of the Service-now.com application security model. Specific topics covered will include, wire and network security, application access control, and data partitioning. |
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| 12:10 | 12:25 | Box Lunch Pickup | ||||
| 12:25 | 1:15 | Lunch and Learn: Breakout Sessions | ||||
| Advanced Client Scripting Learn some advanced client scripting techniques. We will explain basic concepts of the Document Object Model (DOM), which is the object model for HTML and XML documents, how JavaScript uses DOM, and how to use some DOM tools to get access to more form control. We'll highlight some examples from the wiki and forums and discuss how they were developed. This session assumes that you already understand and have created basic client scripts. |
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| Integration Success Stories Most implementations of Service-now.com's product line involve some form in integration with a third party system. This presentation examines three integration success stories at various customers with a discussion on the techniques used, the pros and cons of each, and the results. The first example is integration at a major financial services firm between Service-now.com's service catalog and CA's Identity Manager product for the provisioning of accounts. The second example is at a major hospitality firm, where Service-now.com's incident management system was integrated with the Right Answer's knowledge management tool. The third example is integration between Service-now.com's incident management system and an ACD system at a major technology company. |
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| Advanced Incident and Problem Management Service-now.com’s solution consulting team discusses how to orchestrate Incident and Problem Management. This session highlights how Service-now.com integrates Incident and Problem to quickly respond to end user issues and takes you through the identification process of determining the root cause of incidents using Problem Management. The session also discusses how integrating problem management to ITIL’s broadening scope will help build strong people, process and technology investments that will improve ITs effectiveness to the business. |
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| Defining Business Services and Defending From Outsourcing Outsourcing will increase in 2008 leaving IT to defend the services and value it provides. This presentation will focus on how a global outsourcer promised The Gemological Institute of America a potential 50% IT savings and how internal IT hit back, positioning itself as value-add to the business, gaining business confidence and retaining responsibility for IT. Service-now.com provided the visibility across work groups, automated ITIL processes and allowed IT and the business the transparency to evaluate IT as a shared services partner. Result: The business relationships have never been better and IT is seen as a competitive and valuable partner to the business. |
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| 1:15 | 1:30 | Rotational Break | ||||
| 1:30 | 2:20 | Breakout Sessions |
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| Optimizing System Performance The performance of your Service-now.com system can be one of the major components in your end user experience. This presentation will discuss how to manage and improve the performance of your Service-now.com system. Major topics will be divided into three main areas: 1) Operational and process design issues 2) Application server do's and don'ts, and 3) performance considerations in various customization approaches. |
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| Repeat of highest attended session This session will be a repeat of the breakout session that had the highest attendance at the conference. |
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| Knowledge Management Lifecycle This presentation focuses on the lifecycle of knowledge using Service-now.com – from authoring to retirement. We will discuss best practices employed by other customers including knowledge submissions, increasing the accuracy of searches, posting of knowledge for internal and external customers, and real world examples from some existing customers. |
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| 2:20 | 2:35 | Rotational Break | ||||
| 2:35 | 3:00 | Customer Keynote A Leading Global Financial Institution |
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| 3:00 | 3:30 | Customer Roundtable Hear best practices and get Knowledge you need from other members of the Service-now.com community. |
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| 3:30 | 4:00 | Executive Roundtable Company State-of-the-Union |
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