An agency’s ability to execute on its mission comes down to the people supporting that mission: the workforce. Without a backbone of human capital with the passion, drive, and innovative force to translate new ideas to reality, any overhaul in customer service delivery falls flat. In this session, experts in customer experience and employee engagement make the case for a holistic approach to CX, starting with the employees, and share their roadmap for success in treating employees as...

Today's guest is Yolanda Inchauregui, Senior Manager, Support Account Management Services at ServiceNow. Based in Washington DC, Yolanda is a Project and Relationships Manager with over ten years of experience in enhancing processes and key relationships, reducing operating expenses, and eliminating unused resources.  Yolanda is focused on the management of diverse teams, relationships, and expectations with record of success in high-pressure environments. She is a producer and presenter of...

As agencies work to keep pace with the digital expectations of their users – both employees and citizens – hyperautomation may prove to be an effective modernization approach. Hear Gus Pastore, Director, Creator Workflows - US Federal, ServiceNow, explore how hyperautomation is not only achievable, but how it can transform the way organizations operate. See video recording here: link to YouTube  See omnystudio.com/listener for privacy information.

This session will highlight several applications created by Federal agencies using ServiceNow Creator Workflows. Join us to find out how agencies quickly developed digital solutions to meet their unique mission challenges. Learn how a low code approach provides high value for app development. Featured Speakers:• Chris Geer, Creator Workflows SC Technical Director, ServiceNow• Brian Given, Director, Business Support Division, Federal Emergency Management Agency• Steven Lock-Campbell, Project...

The Biden administration’s executive order on transforming customer experience (CX) put people at the center of everything government does. To rethink government service delivery and create lasting change, agencies must take a holistic view, spanning financial, human resources, legal, data, and technology teams; empower employees; create seamless workflows; and more. Join this session to gain variety of perspectives on CX best practices and learn how one agency built constituent trust through...

Today's guest is David Hegarty, Director, Success Architecture – Federal at ServiceNow. David is responsible for developing and maintaining C-Level executive relationships to help the client's product adoption and expansion of the ServiceNow platform. He leads a strong team to ensure proper practices, methodologies and tools to best serve their customers and their success. David is also responsible to lead a team of success architects, platform architects, and customer success managers to...

Today's guest is Nichole Francis Reynolds, Vice President and Global Head of Government Relations at ServiceNow. In her role, Nichole is responsible to build and manage ServiceNow's global government relations team and budget, and works closely with C-Suite executives. She develops, leads and executes ServiceNow’s global government relations, public policy, advocacy and communications objectives. Nichole's responsibilities also include to develop and lead alignment strategies to help grow...

Today's guest is Chris Dilley, CTO/Chief Architect – State & Local Government – Higher Education at ServiceNow. Chris is a highly driven business technology executive with a career of positively disrupting and creating organizations that improve the customer/citizen experience, optimize, automate, grow influence, services, and customer satisfaction. He has a proven record of identifying innovative solutions that enable evolution and organizational change to serve both their employees and...

Today's guest is Herb Thompson, Senior Program Manager – Veteran Programs at ServiceNow, where his mission is to grow the veteran talent pool in the ServiceNow ecosystem. Herb is also the author of the best-selling and award-winning book, The Transition Mission, from his perspective as a retired Special Forces (Green Beret) leader. He is the only person in US Army history to have earned the Green Beret and Drill Sergeant of the Year awards.Herb is actively involved in the SkillBridge program,...

Today's guest is Jonathan Alboum, Federal Chief Technology Officer at ServiceNow. In his role with the Federal Government at ServiceNow, Jonathan works with federal agencies to deliver digital workflows that create great experiences and unlock productivity. Prior to ServiceNow, Jonathan was the Public Sector CTO for Veritas Technologies, where he helped government, healthcare, and education organizations manage, secure and identify business value from data on premises or in multi-cloud...

Today's guest is Ivy Ryerson, Principal Strategist - U.S. Federal Inspire Value at ServiceNow. Ivy has over 15 years of experience working with federal and commercial organizations to develop and execute digital transformation and business strategy initiatives that are aligned with policy, business priorities, and risk management programs. In her current role, Ivy is responsible to engage with executives to define and manage bespoke industry-aligned digital transformation advisory engagements...

Utilizing and managing an Authority to Operate (ATO) is a common struggle across Federal agencies. In this fireside chat, learn how a unified enterprise ATO helped the Navy and Marine Corps create increased transparency, visibility, and efficiencies inside their agencies. Featured Speakers: • David Perodin, Cloud Security SME, Office of the CISO, ServiceNow • Alex Beachy, Enterprise Account Executive, ServiceNow • Van Chapman, ServiceNow Services, Program Executive Office Digital and...

In accelerating digital transformation, experience is key, while modern service delivery means anticipating issues before they arise and empowering constituents to quickly get what they need. In this session, we will align those concepts in a Total Experience journey, in which we will discuss utilizing design thinking concepts to define desired outcomes, coming together in a shared vision, driving innovation, and leveraging the breadth of ServiceNow’s capabilities to deliver a transformative...

From forecasting and acquisition to deployment and maintenance, managing the life cycle of non-IT assets can be a daunting challenge. Disjointed systems, inconsistent processes, and limited data provide insufficient insight and make it difficult to determine costs and spending. Join this session to explore how ServiceNow can provide a powerful solution, with better insight and governance, as well as more effective outcomes for your organization. Featured Speakers: • Kevin Adler Sales...

Today’s Federal government only leverages a fraction of its current talent because agencies have no way to see the full range of employee experience and expertise. This untapped potential leads to myriad missed opportunities for the workforce, reduces employee engagement, and increases turnover. Agencies need new, innovative, and agile ways to visualize their “workforce gold.” Join this session to learn how to use skills intelligence to power the Federal workforce and create great employee...

Zero Trust is more than a mandate, it’s a framework and maturity journey. It’s also not achieved with a single technology. During this session, we’ll explore how a platform-based approach, coupled with automation and orchestration, enables agencies to move their Zero Trust plans forward to secure their missions. Featured Speakers: • Ben de Bont Chief Information Security Officer ServiceNow • Ann Dunkin Chief Information Officer Department of Energy • Dr. Kelly Fletcher Chief Information...

Employee wellness, a major priority even before the pandemic, is now widely considered inseparable from employee effectiveness and efficiency. During this session, we’ll examine how Federal agencies are using digital services to evolve their missions and support employee wellbeing. We will share examples, including a ServiceNow digital partnership with the Department of Defense to support suicide prevention and other sensitive areas of need. Featured Speakers:Kevin Brooks, Field CTO and...

The business of building a more resilient Federal government is proceeding apace, as the nation assesses the pandemic’s lessons for ensuring that government works under any conditions. Join Federal agency leaders to explore what enhanced technology and expanding digitization mean for government business continuity – and how this continuity helps secure citizen and employee trust. Featured Speakers:Jonathan Alboum, Federal CTO, ServiceNowDonald Remy, Deputy Secretary, Department of Veterans...

Cybersecurity is everyone’s responsibility, which means that Capitol Hill is taking a hard look at the role legislation can play in our collective defense. This bipartisan congressional panel will discuss what congressional action is needed to ensure a resilient, secure Federal government – from FedRAMP to FISMA, to other critical cyber considerations. It will also review cyber measures passed in the recent National Defense Authorization Act, such as the reauthorization of the National...

Delivering frictionless citizen services, enhancing workforce efficiency, and empowering secure innovation are all part of the Federal digital transformation agenda. What’s next? Join this session to recognize the substantial progress government innovators have made and discuss what agencies can prioritize to accelerate digital transformation and sustain innovation. Featured Speakers: Dan Wallace, Area Vice President – Federal Civilian, ServiceNow Lauren Boas Hayes, Senior Advisor for...

Top priority for Federal leaders: Make government service delivery and operations more human and citizen-centric, taking direction from the President’s Management Agenda and the customer experience Executive Order. This means putting experience first and rearchitecting how work gets done. Agencies must improve all interactions, citizen AND employee, confirming the undeniable link between great citizen experiences and great employee experiences. This session will explore Total Experience (TX),...

A 30-year national security leader and former principal deputy director of national intelligence, Sue Gordon joined the 2023 ServiceNow Federal Forum program as this year’s keynote speaker. Being one of the most accomplished leaders in the history of national security, Sue Gordon has led at every level of the intelligence community with roles spanning numerous organizations and disciplines. Listen as Gordon provides an analysis on the future of national security, cyber security, and more....

ServiceNow and Federal innovators are partnering to change how government delivers on its mission. Join ServiceNow executives to discover how we’re accelerating digital transformation so government can better serve the American people. Featured Speakers:Steve Walters, Vice President, US Federal Sales, ServiceNowNick Tzitzon, Chief Strategy Officer, ServiceNow See video recording here: link to YouTube  See omnystudio.com/listener for privacy information.

Join ServiceNow risk experts Matt Fisher and Hassan Javed as they discuss the evolution of risk management. Acknowledging that risk is becoming increasingly embedded in every facet of the work we do, Matt and Hassan point out how organizations are now looking for a complete, centralized, and simplified picture of risk in order to effectively meet objectives. Tune in as they share insights on how Government agencies can achieve this connected view and proactively manage risk. See...

The President’s Management Agenda (PMA) aims to make every federal job a “good job.” It emphasizes employee engagement at a critical time when many Americans are interacting with government in new ways. It also challenges agency leaders to think differently about recruiting and retention, to look beyond the numbers and build a workforce that reflects the population it serves. In this program we explore the challenges and opportunities to transform the federal workforce and meet or exceed PMA...