Federal Fridays with ServiceNow (Government)

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, ServiceNow Susan Little, Director, Division of Records and Information Systems, Center for Medicare and Medicaid Services Fredy Diaz, Deputy Chief Data Officer, U.S. Department of Agriculture Glorimar 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: See 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 Alldus See 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 YouTube See 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 YouTube See 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 problems This episode is hosted by Mark Kelly CCO at Alldus. See video recording here: Link to YouTube See 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 Alldus See video recording here: Link to YouTube See 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 YouTube See omnystudio.com/listener for privacy information.

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 at select key customers. Ivy leads discovery workshops with customer leadership and their teams to understand key business objectives, challenges, desired outcomes, and future state of service delivery modernization. She also communicates strategic alignment, presents multi-year roadmaps, and documents the full business case to justify action and investment. Ivy also provides full lifecycle business outcomes and offers value realization advisory to senior leadership. In this episode, Ivy will discuss: This episode is hosted by Mark Kelly CCO at Alldus. See video recording here: Link to YouTube See omnystudio.com/listener for privacy information.

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 Enterprise Services, ServiceNow See video recording here: link to YouTube See omnystudio.com/listener for privacy information.

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 user experience. Join us to learn how to design the experience your employees and constituents need to deliver on your mission. Featured Speakers: Jonathan Alboum, Federal CTO, ServiceNow AJ Siegel, Experience Strategist, ServiceNow See video recording here: link to YouTube See omnystudio.com/listener for privacy information.

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 Manager, Customer & Industry Workflows ServiceNow • Eric Ferrington Product Management Director, Enterprise & IT Asset Management ServiceNow • Brian Philbin Senior Advisory Solution Consultant - Field Service Management ServiceNow • Andrew Scherer IT Transformation Solution Sales Manager, Federal ServiceNow See video recording here: link to YouTube See omnystudio.com/listener for privacy information.

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 experiences that inspire mission-critical outcomes. Featured Speakers: Kelly Kent, SVP, Global People Operations, ServiceNow Kimberly Steide, Associate Deputy Assistant Secretary – Human Capital, Department of Health and Human Services See video recording here: link to YouTube See omnystudio.com/listener for privacy information.

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 Officer Department of State • Jamie Holcombe Chief Information Officer United States Patent and Trademark Office See video recording here: link to YouTube See omnystudio.com/listener for privacy 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 Executive Strategist for Defense and National Security, ServiceNow John Carbone, Deputy Director of the Civilian Force Management Directorate, U.S. Air Force Andrea Goldstein, Acting Director, Force Resiliency, Department of the Navy See video recording here: link to YouTube See omnystudio.com/listener for privacy information.