This session will highlight the importance of unifying ITSM and ITOM on a single platform, with AI to support it. We’ll provide real-world examples of how integrating AI into Service Operations will help you reduce costs and deliver extraordinary employee experiences and productivity. We will explore: deflecting incidents with AI-powered Virtual Agents, identifying anomalies before end users are impacted using AIOps, and improving efficiency with Gen AI tools. And, we’ll share examples of ServiceNow customers solving Service Operations issues and empowering employees.Featured Speaker: • Steve Emerson, Director, ITOM Outbound Product Management, ServiceNow• RJ Jainendra, Vice President and General Manager for ITSM, ServiceNow• Aaron Zuber, Global Area Vice President, Service Operations, ServiceNow Click here to view the on-demand recordingSee omnystudio.com/listener for privacy information.

Generative AI (Gen AI) is already redefining traditional workflows. ChatGPT, Siri, Google Assistant, among others, streamline processes, accelerate productivity, and optimize workflows. In this session, we discussed what’s needed to give employees access to emerging Gen AI tools while ensuring our most critical networks and data remain protected.Featured Speakers: • Gaine Nazareth, Director, Solution Consulting, ServiceNow• Alexis Bonnell, Chief Information Officer, Director of the Digital Capabilities Directorate, Chief AI Officer, Air Force Research Laboratory• David Larrimore, Executive Director of the Chief Technology Officer Directorate, Office of the Chief Information Officer, Department of Homeland Security• John Lau, Senior Strategic IT Operations Advisor, United States Patent and Trademark Office• Catherine Manfre, Chief Transformation Officer, Office of Personnel ManagementClick here to view the on-demand recordinghttps://www.nowfedforum.com/on-demand-videos/?campaign=ServiceNowSee omnystudio.com/listener for privacy information.

Engaged employees create positive experiences for their customers. Leading agencies use the concept of total experience (TX) to unite citizen and employee experiences across channels, creating the best possible outcomes. Listen to this session to learn how to implement TX improvements that fulfill your commitment to innovate, adapt, and prioritize citizen experience, while also supporting employees.Featured Speakers: • Diana Keohane, Senior Manager, Solution Consulting - Federal, ServiceNow• Javier Inclán, Assistant Inspector General for Management and Chief Information Officer, National Science Foundation Office of Inspector General• Mark James, Director of the OIT Enterprise Cloud Services Division, U.S. Customs and Border Protection• James Johnson, Program Executive Officer, DLA Information Operations• Col. Kris Saling, Acting Director, Innovation Directorate, U.S. Army Recruiting CommandClick here to view the on-demand recordingSee omnystudio.com/listener for privacy information.

With AI bringing extraordinary opportunities for innovation, the U.S. Federal government faces a leadership imperative. How can the Federal government serve as a catalyst for advancing AI safely – crucial for U.S. global economic leadership and national security? And how are agencies developing and deploying responsible AI to create simple, intuitive interactions that build trust in government and deliver better results for Americans, including in response to Executive Order 14110 on the Safe, Secure, and Trustworthy Development and Use of Artificial Intelligence?This panel explores how agencies are:• Preparing to implement enhanced AI• Using the latest technologies to build citizen trust and strengthen partnerships•Ensuring AI is developed and deployed to strengthen and expedite processesFeatured Speakers: • Mark Abramowitz , Senior Vice President of Product and Solutions Marketing, ServiceNow• Brian J. Peretti Esq., Deputy Chief Artificial Intelligence Officer, Director, Domestic and International Cybersecurity Policy, Office of Cybersecurity and Critical Infrastructure Protection, Department of the TreasuryClick here to view the on-demand recording See omnystudio.com/listener for privacy information.

As Federal leaders accelerate time to value for new solutions, building on top of current investments (versus ripping and replacing) is key. Seamless innovation involves smooth integration of new technologies and processes into existing frameworks, fostering a culture of continuous improvement and sustainable innovation at Federal agencies. Listen to this session as we explore a strategic approach to innovation that accelerates progress and maximizes investments in new and legacy technologies.Featured Speakers:• Edward Titus, Area Vice President – National Security Aerospace & Defense, ServiceNow• Reshea Deloatch, Executive Director for the Solutions Development Division (SDD), Office of the Chief Information Officer, Department of Homeland Security• Lorelie Diestro, Deputy Director, Digital Innovations, Center for Naval Analyses• Jesse White, Chief Executive Officer, Intact Technology• CDR Jonathan White, Cloud and Data Branch Chief, U.S. Coast Guard, C5ISC Infrastructure Services DivisionClick here to view the on-demand recordingSee omnystudio.com/listener for privacy information.

Automation plays a key role in supporting the cyber workforce and building operational resiliency. During this session, we emphasized the pivotal role automation, artificial intelligence (AI), and Zero Trust Architectures (ZTA) play in staying a step ahead of sophisticated, evolving cyber threats to deliver resilient government services. Featured Speakers: •  Arunkumar (Arun) Iyer, Principal Executive Architect/Field CTO, ServiceNow• Bob Cunningham, Executive Director for Enterprise Command Operations, D• Richard Driggers, Cyber Practice Lead, Accenture Federal Services• Savanrith "Savan" Kong, Customer Experience Officer (CXO), Department of Defense• Dr. Tiina Rodrigue, Chief Information Security Officer, Bureau of Consumer Financial Protection• Davon Tyler, Chief Information Security Officer (CISO) and Director of Enterprise Cybersecurity Group, U.S. Department of Education Technology Directorate Office of Federal Student Aid (FSA) Click here to view the on-demand recordingSee omnystudio.com/listener for privacy information.

Chris Bedi, Chief Digital Information Officer for ServiceNow talks to the power of platforms to unlock digital acceleration. This presentation includes live demos of the ServiceNow platform functionalities illustrating how it supports experience, speed, and AI. Chris is joined by Venice Goodwine, CIO, Department of the Air Force, who talked about how she’s used ServiceNow to build a “coalition of the willing” to transform how IT is managed and how work gets done within the Air Force. Featured Speakers: Steve Walters, Senior Vice President and General Manager, Public Sector, ServiceNowChris Bedi, Chief Digital Information Officer, ServiceNowVenice Goodwine, Chief Information Officer, Department of the Air Force Click here to view the on-demand recordingSee omnystudio.com/listener for privacy information.

Since the launch of the DOD Software Modernization Strategy in 2022, groups across the Department of Defense have accelerated building the capabilities and ecosystem necessary to continuously deliver software to production. These software factories, from the Air Force’s Kessel Run and Kobayashi Maru to the Army Software Factory, are working to build, learn and deploy software at the pace of emerging global and domestic threats. Core to these efforts are practicing DevSecOps, implementing automated optimization, and adopting the cloud. But overcoming challenges around legacy systems, entrenched culture, and talent retention can prove costly and time consuming at a time when speed is crucial. During this webcast, government and industry leaders will explore the people, processes and technology required to run a successful software factory and share how federal agencies can apply lessons learned from the Department of Defense. See video recording here: link to YouTube (https://youtu.be/yExwpO38Fz4)  See omnystudio.com/listener for privacy information.

Transformation — it’s a word that’s tossed around in government leadership meetings all the time, but what does it really mean? Is it about process improvements, technology modernization, or workforce changes? All the above?Join us as our government and industry experts define what transformation means for government and walk through examples of agencies that have achieved true transformation.Specifically, you’ll learn: What transformation means in the context of individual roles.How to get funds for your own modernization priorities.How successful organizations have made big and small transformations at their agencies.Speakers:Jonathan Alboum, Federal CTO, ServiceNowSusan Little, Director, Division of Records and Information Systems, Center for Medicare and Medicaid ServicesFredy Diaz, Deputy Chief Data Officer, U.S. Department of AgricultureGlorimar Ripoll Balet, Director of Product, United States Digital Service, Executive Office of the President (Invited)See video recording here: link to YouTube (https://youtu.be/G0BLIPmNW2Q)See omnystudio.com/listener for privacy information.

Improving Public Sector Customer Experience will focus on how agencies are delivering great customer service and memorable customer experiences. We will cover what is working, what is new and the associated challenges of improving customer experience across the public sector. Delivering great customer service along with seamless customer experiences is paramount. CX needs to be a shared responsibility across the agency with everyone involved in giving citizens the best experience across all touchpoints. Memorable CX and great customer service are intertwined. Although each are different concepts, they work hand in hand when it comes to building brand loyalty.See omnystudio.com/listener for privacy information.

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 customers. Speakers: Nicole "Niki" French, Customer Service Branch Manager, Transportation Security Administration, Department of Homeland SecurityPam Van Meter, Principal CIAM Specialist, OktaRon Vickery, Area VP, Customer & Industry Workflows, Government, Healthcare & Higher Education, ServiceNowAmber Chaudhry, Chief Experience Officer (Acting), Department of Housing and Urban DevelopmentSee omnystudio.com/listener for privacy information.

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 data visualizations and briefs, to senior civilian and military leadership, that precisely lay out strategies for improvement, change management and successful execution.  In this episode, Yolanda discusses: • How she got into the world of ServiceNow • An insight into her role as Support Account Manager • Bringing success through a great team, trust, prioritization and handing pressure • How ServiceNow supports veteran inclusion and career development • Challenges in helping veterans transition to corporate jobs • How international exposure enhances open-mindedness, curiosity and acceptance See video recording here: https://youtu.be/eEBd4lhFj7s To find out more about all the great work happening at ServiceNow, check out the website www.servicenow.com or follow them on LinkedIn, Instagram and X @ServiceNow. You can also connect with Yolanda directly on LinkedIn.  This episode is hosted by Mark Kelly CCO at AlldusSee omnystudio.com/listener for privacy information.

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 Manager, Department of Agriculture• Michael Lovaas, Branch Chief, Federal Emergency Management AgencyGlen Wood, Analytics Operations Officer, U.S. Navy Chaplain Corps See video recording here: link to YouTubeSee omnystudio.com/listener for privacy information.

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 efficiencies and transparency using Public Sector Digital Services from ServiceNow.Featured Speakers: • Ron Vickery, Senior Sales Leader, ServiceNow • Maria Bertucci, System Administrator, National Finance Center, Department of Agriculture• Doug Freeman Director of Customer Experience & Human-Centered Design, Department of Commerce • Pamela Scruggs ePermits Program Lead, U.S. Fish and Wildlife Service See video recording here: link to YouTubeSee omnystudio.com/listener for privacy information.

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 drive value for their customers across the Federal landscape. In this episode, David will talk about: • Focusing on customer value & promoting system efficiency • Expanding ServiceNow across the enterprise for centralized efficiency • Common trends such as analysis paralysis, silos, benchmarking and metrics focus • Support pillars such as the success architect, platform health, upgrades & training • Successfully saving $18 million in software licenses through collaboration • Generative AI as an augmentation for developers • How AI streamlines processes, prepares implementation and offers training • Encouraging communication and collaboration among users and peers  See video recording here: Link to YouTube This episode is hosted by Mark Kelly CCO at Alldus.See omnystudio.com/listener for privacy information.

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 the public sector business, and work closely with business units to accomplish corporate objectives. She helps develop strategies to educate governments about ServiceNow’s NOW Platform and technology solutions, ways their solutions protect IT infrastructure, and modernizing the delivery of employee processes and citizen services around the world.In this episode, Nichole will talk about: • How she got into the world of ServiceNow • An insight into the team and her day-to-day role with ServiceNow • Prioritizing global initiatives, staying accountable and focusing efficiently • How ServiceNow builds relationships and supports military personnel • Aiding government missions efficiently such as natural disaster response • How the government relations team shapes AI legislation • Seeking global AI law harmonization and promoting diverse development See video recording here: link to YouTube To find out more about all the great work happening at ServiceNow, check out the website www.servicenow.com or follow on LinkedIn, Instagram and Twitter @ServiceNow. You can also connect with Nichole directly on LinkedIn or follow her on X @NicholeFrancisR.  This episode is hosted by Mark Kelly CCO at Alldus.See omnystudio.com/listener for privacy information.

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 their customers. Chris has direct experience with strategic leadership and accountability for re-engineering and modernizing of processes supporting enterprise and customer and citizen service management, IT and business operation automation, sales and marketing automation, product development and management, business intelligence, and analytics. His key strengths include successful strategic development and leadership abilities, project and program management, and a strong ability to build and improve customer experiences.In this episode, Chris will talk about: • His background and day-to-day role with ServiceNow • Examples of Digital Transformation in government and higher education • Understanding from the user perspective • Challenges in introducing ServiceNow to government bodies • How ServiceNow integrates with existing systems • Helping organizations upskill on ServiceNow • Using ServiceNow to combat societal problemsThis episode is hosted by Mark Kelly CCO at Alldus.See video recording here: Link to YouTubeSee omnystudio.com/listener for privacy information.

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, which is an intensive, 40hrs a week, 16 week, cohort based virtual training program. The mission of the program is to help transitioning service members, Veterans and Military spouses into meaningful employment. While they do not guarantee employment, their measure of success is to place participants into meaningful employment upon successful completion of the program. In this episode, Herb will discuss: • How he got into the world of ServiceNow • His role as Senior Programs Manager • Transitioning from the military into the corporate world • An overview of the Skillbridge program • Commitment, mindset and overcoming imposter syndrome • Success stories of the program • Advice for people looking to transition into this space This episode is hosted by Mark Kelly CCO at AlldusSee video recording here: Link to YouTubeSee omnystudio.com/listener for privacy information.

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 environments.Jonathan's Federal government tenure includes serving as the CIO for the U.S. Department of Agriculture (USDA). He led the development of the USDA’s IT Modernization strategy, including Cloud computing, network modernization, and enhanced cyber security for a $3 billion annual technology spend. In addition, he served as a leader in USDA’s Acquisition community, supporting the oversight, assessment, and strategic planning of national programs comprising an acquisition portfolio of more than 70,000 awards worth $6 billion annually.In this episode, Jonathan will discuss: • His background working in federal government • How ServiceNow is being utilized in the federal sector • A Case study of ServiceNow in the Fish and Wildlife service • Overcoming challenges of implementing ServiceNow • How ServiceNow integrates with existing systems and technologies • The role of ServiceNow in Cybersecurity & Data Privacy • ServiceNow’s RiseUp program • How ServiceNow will continue to evolve in federal government This episode is hosted by Mark Kelly CCO at Alldus.See video recording here: Link to YouTubeSee omnystudio.com/listener for privacy information.