Location:
Wednesday, April 9, 2008
Color code: Knowledge Sessions, Technical Sessions, Advanced Technical Sessions
| Start Time | End Time | Program | |||||||||||||
| 8:00 | 5:00 | Registration | |||||||||||||
| 8:00 | 9:00 | Continental Breakfast | |||||||||||||
| 9:00 | 10:30 | Welcome - Rob Luddy, VP Sales, Service-now.com Keynote - Fred Luddy, CEO, Service-now.com |
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| 10:30 | 11:00 | Coffee Break | |||||||||||||
| 11:00 | 11:45 | Customer Presentations - Starwood Hotels & Resorts Worldwide, Inc. World Wide Technology, Inc |
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| 11:45 | 12:45 | Lunch | |||||||||||||
| 12:45 | 1:35 | Breakout Sessions |
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| Integrating Critical Systems Understanding the range of possible integration strategies for a hosted environment is broad but is critical in shaping your integration strategy to closely reflect your technology requirements. Taking advantage of integration possibilities of a hosted environment can be achieved through employing some standard and secure interfaces. This session focuses on functions designed to make integrations easier to accomplish. |
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Service Request Catalog Part 1 - Record Producers & Variables |
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| Change Management: Combining Discovery, Baselining and Change Processes The CMDB categorizes and builds CI relationships providing the foundation of business services definition. The CMDB is used to understand risks in making changes to components that support and deliver business services. It is also leveraged to identify the origin and impact of failures. This session discusses how Service-now.com brings together Discovery and Application Dependency Mapping, Baselining, and the Change Management process to ensure changes are executed as planned. |
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How Service-now.com Manages a SaaS Infrastructure |
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| 1:35 | 2:00 | Rotational Break | |||||||||||||
| 2:00 | 2:50 | Breakout Sessions |
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| Service-now.com Overview Service-now.com product functionality is broad and deep, spanning across all aspects of IT Service Management. We are on a rapid development schedule and have produced many new and exciting features over the past year. Tailored to Service-now.com veterans and new-comers, this session provides a complete overview of everything Service-now.com has to offer. |
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| Service Request Catalog Part 2 - Order Guides & Execution Plans This is the second in a 3 part advanced technical series designed to show an administrator how to leverage the Service-now.com Service Request Catalog to design rules-based bundled services that can be delivered based on asking the business user questions and designing complex work flow to deliver using a friendly user interface. The first part of this session will focus on configuring Order Guides to create a rule-based system for delivering dynamic bundles of specific items and/or services based on collecting information from the requester up front. The second part of this session will be dedicated to constructing complex request fulfillment utilizing execution plans. Examples on how to create pause conditions in work flow, parallel tasks, in-line approval tasks and how to skip tasks based on other conditions will be included. |
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| Discovery & Dependency Mapping: Enabling a New View of IT Service Management Come find out how Discovery and Business Service Mapping can take your IT Service Management to the next level. Watch Dan and Bow as they go through a complete discovery including mapping out a custom application into a Business Service to be used in Incident Management. The session will use real discovery data and business service mappings from a current customer. |
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| Intuitive Approach to Importing Data This session provides guidance on how to import data using the new, intuitive data importing function. Learn how to pull data into Import Sets (staging locations) and dynamically build data relationships between imported data and Service-now.com tables using the Transformation Map. |
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| 2:50 | 3:10 | Rotational Break | |||||||||||||
| 3:10 | 4:00 | Breakout Sessions |
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| New Functionality Overview - Spring Release and Beyond This session provides insight into what Service-now.com Development has been working on the last several months covering a series of new technologies aimed at making your life easier and driving more efficiency in your service delivery process. In this session you will learn about the innovative technologies that will be released over the next 8 months: Closed Loop Change Management, Graphical Workflow, Incident integrated to Run Book Automation, and enhancements made to Service Request & Service Catalog Mgmt, CMDB, Discovery, App Dependency Mapping and Contract Management. We will also cover the release of new functionality such as Grid Editing, Import Sets, Subscription notifications, View Management, and localization. |
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| Designing an Effective CMDB This presentation discusses how a sustainable and integrated CMDB is key to an IT organization's ability to accurately manage an ever growing and complex environment. A sustainable CMDB design should start with a few simple concepts and yet allow for the expression of complex situations and relationships without sacrificing reporting flexibility nor agility. |
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| A Lightweight Approach to Implementing Service-now.com This session is a must for new customers looking to implement Service-now effectively, and experienced customers looking to implement additional features using proper planning, scheduling, and management processes. Presented by Service-now.com’s implementation services team, this session will describe how to build an effective implementation plan for your ITIL strategy. |
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| 4:00 | 4:15 | Coffee Break | |||||||||||||
| 4:15 | 5:00 | Keynote Presentation - Compucom Evolution of IT - Building a Best Practice Shared-Services Organization |
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| 6:00 | 9:00 | Evening Event - Hornblower Adventure Cruise | |||||||||||||