April 18 - 22, 2010

San Diego, California - Omni San Diego Hotel


Space is limited for each pre-conference course so please register and sign up well in advance to guarantee your spot. Register for these courses when you complete your conference registration. If you are currently registered log in and update your account using the orange "Register Now" button at the top of the page.
For a pdf of the entire agenda, click here


Conference Schedule

Sunday, April 18 >
8:00
  Foyer   Breakfast
 
9:00
  Salon D   Service-now.com Administrator Training
content
  Salon E   Service-now.com Administrator Training
content
  Gaslamp 1   ITIL V2 to V3 Bridge Course and Exam
content
 
10:30
  Foyer   Break
 
11:00
  Salon D   Service-now.com Administrator Training
content
  Salon E   Service-now.com Administrator Training
content
  Gaslamp 1   ITIL V2-V3 Bridge Course and Exam
content
 
12:00
  Foyer   Lunch
 
1:00
  Salon D   Service-now.com Administrator Training
content
  Salon E   Service-now.com Administrator Training
content
  Gaslamp 1   ITIL V2-V3 Bridge Course and Exam
content
 
2:00
  Foyer   Break
 
2:30
  Salon D   Service-now.com Administrator Training
content
  Salon E   Service-now.com Administrator Training
content
  Gaslamp 1   ITIL V2-V3 Bridge Course and Exam
content
 
Monday, April 19 >
8:00
  Foyer   Breakfast
 
9:00
  Salon D   Service-now.com Administrator Training
content
  Salon E   Service-now.com Administrator Training
content
  Gaslamp 1   ITIL V2-V3 Bridge Course and Exam
content
 
10:30
  Foyer   Break
 
11:00
  Salon D   Service-now.com Administrator Training
content
  Salon E   Service-now.com Administrator Training
content
  Gaslamp 1   ITIL V2 to V3 Bridge Course and Exam
content
  Gaslamp 2   Service-now.com Implementation Training
content
 
12:00
  Foyer   Lunch
 
1:00
  Salon D   Service-now.com Administrator Training
content
  Salon E   Service-now.com Administrator Training
content
  Gaslamp 1   ITIL V2-V3 Bridge Course and Exam
content
  Gaslamp 2   Service-now.com Implementation Training
content
 
2:00
  Foyer   Break
 
2:30
  Salon D   Service-now.com Administrator Training
content
  Salon E   Service-now.com Administrator Training
content
  Gaslamp 1   ITIL V2-V3 Bridge Course and Exam
content
  Gaslamp 2   Service-now.com Implementation Training
content
 
4:00
  Palm Terrace   One-on-One Developer Forum
content
 
6:00
  Palm Terrace   Welcome Reception
 
Tuesday, April 20 >
9:00
  Salon A   Service-now.com: Today and Tomorrow
content
 
10:30
  Foyer   Break
 
11:00
  Salon A   Customer Case Study: GE Asset Management
 
11:30
  Salon A   Customer Case Study: Japan Tobacco Inc.
 
12:00
  Palm Terrace   Lunch
 
1:00
  Salon A   Graphical Workflow for (not so) Dummies
content
  Salon B   Spring Release Overview
content
  Salon D   Shared Services
content
  Salon E   Lab Session: Inbound and Outbound Email
content
  Gaslamp 1   Building an Enterprise CMDB for ITSM
content
 
1:50
  Foyer   Break
 
2:10
  Salon A   Project Portfolio Management Overview
content
  Salon B   Service Request Overview
content
  Salon D   Service-now.com Overview
content
  Salon E   Lab Session: Advanced Workflow Techniques (2 hour)
content
  Gaslamp 1   Service-now.com Deployment: Customer Case Study
content
 
3:00
  Foyer   Break
 
3:20
  Salon A   Extending Reporting
content
  Salon B   Service Level Management
content
  Salon D   Update Sets: Current and Future Best Practices
content
  Gaslamp 1   Rapid, Large-Scale MSP Deployment - Approach, Results and Lessons Learned
content
 
4:10
  Foyer   Break
4:40
  Salon A   Customer Case Study: NYSE Euronext
5:10
  Salon A   Closing Comments
6:30
      Evening Event: Wine Steals & Petco Park
Wednesday, April 21 >
9:00
  Salon A   Documentation Open Forum
content
  Salon B   Introduction to the Content Management System
content
  Salon D   Optimizing Service-now.com for Managed Service Providers
content
  Salon E   Lab Session: Service Request Catalog
content
  Gaslamp 1   Gannett Co, Inc: Location Separation
content
 
9:50
  Foyer   Break
 
10:10
  Salon A   Incident and Problem Management Best Practices
content
  Salon B   Knowledge Centered Support (KCS) - Integrating Knowledge Management Best Practices into Support
content
  Salon D   Integration Overview
content
  Salon E   Lab Session: Content Management System
content
  Gaslamp 1   CompuCom Systems, Inc. - Discovery and Lifecycle Asset Management
content
 
11:00
  Foyer   Break
 
11:20
  Salon A   Discovery and You
content
  Salon B   Shared Services at C.H. Robinson Worldwide, Inc.
content
  Salon D   Advanced Integration
content
  Salon D   Lab Session: Knowledge Centered Support
content
  Gaslamp 1   Maximizing Service-now.com Return on Investment
content
 
12:10
  Palm Terrace   Lunch
 
1:30
  Salon A   Change Management Overview
content
  Salon B   Field Services
content
  Salon D   The Service-now.com Application Security Model
content
  Salon E   Lab Session: Advanced Discovery and Reconciliation (2 hour)
content
  Gaslamp 1   Local Interest Groups: Building Interest from the Ground Up
content
 
2:20
  Foyer   Break
 
2:40
  Salon A   The REI Service Management Journey
content
  Salon B   Runbook Automation - The Playbook for IT Service Automation
content
  Salon D   The Service-now.com Application Security Model (part 2)
content
  Gaslamp 1   Data Visibility for Complex Implementations
content
 
3:30
  Foyer   Break
 
4:00
  Salon A   Customer Roundtable
 
4:30
  Salon A   Roundtable TBD
 
5:00
  Salon A   Executive Roundtable
 
Thursday, April 22 >
9:00
  Salon A   Survey Management
content
  Salon B   Service Desk and Social Media, Why You Should Meet Your Users on Their Terms
content
  Salon D   Lab Session: Import Sets Part 1
content
  Salon E   Lab Session: Advanced Scripting and Debugging Techniques (2 hour)
content
  Gaslamp 1   Implementing Change Management at Clark County
content
 
9:50
  Foyer   Break
 
10:10
  Salon A   Optimizing Service-now.com Performance
content
  Salon B   Platform Overview
content
  Salon D   Lab Session: Import Sets Part 2
content
  Gaslamp 1   Use It or Lose It: Articulating Implementation Benefits is Not Optional
content
 
11:00
  Foyer   Break
 
11:20
  Salon A   IT Financial Management
content
  Salon B   Change Management: From Vision to Reality in No Time Flat
content
  Salon D   Troubleshooting
content
  Salon E   Lab Session: Platform as a Service (2 hour)
content
  Gaslamp 1   Automating Processes Using Service Catalog & Request Management
content
 
12:10
  Foyer   Break
 
12:40
  Salon A   Domain Administration
content
  Salon B   Build an Effective CMDB and Integration with Asset Data
content
  Salon D   Customer Support Processes
content
  Gaslamp 1   Realizing the Configuration Management System in Service-now.com
content
 
1:30
  Salon A   Data Center Architecture Enhancements, Understanding Operations
content
  Salon B   Implementation of Facilities Work Order into Service-now.com
content
  Salon D   Using Graphical Timelines
content
  Salon E   Lab Session: Service-now.com JavaScripting Techniques
content
  Gaslamp 1   Managing the People Side of Implementation, Tips for a Smooth Transition
content
 
2:20
  Foyer   Break
 
2:45
  Salon A   Customer Case Study: Centrica
 
3:30
  Salon A   Closing Comments
 

 

 

 

 

 

 

8:00 AM — 5:00 PM: Preconference sessions
   
Monday April 19 8:00 AM — 5:00 PM: Preconference sessions
3:00 PM: Registration
6:00 PM: Welcome Reception
   
Tuesday April 20 8:00 AM: Registration, breakfast
9:00 AM: Welcome, Keynote
6:00 PM: Evening Event
   
Wednesday, April 21 8:00 AM: Breakfast
9:00 AM — 5:00 PM: Conference sessions
   
Thursday, April 22 8:00 AM: Breakfast
9:00 AM — 1:30 PM: Conference Sessions
2:45 PM — 4:00 PM: Closing Keynote Presentations