The program of the day

Arrival, check-in and breakfast

Opening Ceremony: Welcome to Denmark

By Sébastien Chevrel, Group Managing Director, Devoteam & Henrik Madsen, Head of Devoteam N Platform, Denmark 

It's a pleasure for us to welcome Sébastien & Henrik on stage. They both look very much forward welcoming us all on this special day in Copenhagen. 


Opening Keynote from President of ServiceNow EMEA

By Ulrik Nehammer, President, EMEA, ServiceNow

It's a pleasure to introduce Ulrik on stage in his motherland, Denmark. We look forward hearing more about his vision for ServiceNow in EMEA. There will be an opportunity to ask Ulrik questions at the end of the presentation. 


Let's introduce the day

By Andrea Kis, Enterprise Service Management Expert and today's moderator

We have a full day of insights and networking ahead of us. Let's take 10 minutes for a quick tour of the day. 


Driving improved employee experiences at Rolls-Royce

By Marcus Millership, Director, GBS Transformation and People Services, Rolls-Royce, United Kingdom

Rolls-Royce Holdings Plc has pioneered the aerospace industry for over 100 years but to stay ahead, they recognise the need to attract and retain the best talent. Rolls-Royce has committed to establishing a Global Business Services division with ServiceNow at its centre. Learn from Marcus Millership, Director of GBS Transformation and People Services at Rolls Royce, how they commenced their GBS journey, the challenges they faced, the successes so far and what the roadmap looks like from here.


Break and visit booths


Learn how to save CO2 and money when empowering employees through portals

By Alex Jacobsen, Product Owner, Novo Nordisk, Denmark 

Learn how Novo Nordisk, a global pharma company, has brought the device policy to life through a MyEquipment portal. By a simple click, the users can start the disposal process and with the NOW app, asset managers ocr-scan the asset tags. The asset is redeployed, sold, harvested or recycled sustainably to provide a CO2 and monetary positive business case.


Digital transformation secured through a new way of designing, developing and delivering services

By Sophie Libouton, Governance & Methods Manager / ServeIT Program Manager, STIB, Belgium

Meet Sophie Libouton from STIB-MIVB as she openly shares her experience on the ServeIT program over the past 2 years in partnership with ServiceNow and Devoteam: ambition, roadmap, best practices, challenges, achievements and next steps.


Insights on Sitecore’s approach on servicing customers on ServiceNow

by Diana Utasi, Senior Manager, Operations Enablement, Sitecore, Denmark

Sitecore is continuously expanding their industry-leading digital offerings and accelerating their delivery of the first truly integrated, SaaS-based digital experience platform. As part of the company’s growth plan, Sitecore has made several acquisitions in the past years. The growth required first the standardization of the tooling and the processes to serve the customers without compromising their experience. We shifted the limited existing processes from different ITSM tools, used by different departments, to ServiceNow. After the successful adoption by the internal teams and by the customers, we continued to introduce new processes such as Incident Management, Change Management, Problem Management, Availability and Outage Management, more advanced Escalation Management.


Lunch & live Opera

From a ticketing tool to building a robust bridge between Business and IT

By José Antonio Palomero del Agua, Business Solutions and Architecture Regional Manager, Votorantim Cimentos, Spain

The story about the ServiceNow project executed by Devoteam at Europa, Asia & Africa, has been more than replacing a ticketing tool by another.
It has involved re-engineering the whole process related to the interaction of business and IT, implying all the IT departments in the countries, leading to lean processes, customer satisfaction and a huge improvement in our relationship with business and our pipeline of work control. This new service strategy and vision has paved the Votorantim Cimentos Europa, Asia & Africa, way to improve our internal processes, demand capture and achieving the highest levels of business satisfaction. It opens to Votorantim Cimentos Europa, Asia & Africa, the doors to keep on developing and improving all the ServiceNow functionalities, where Devoteam will be a key stone in the assessment and support in this transformational endeavour.


The impact of 'a WOW effect' on the organisation

By Jan Kolář, Manager IT ITSM Europe, Konica Minolta, Czech Republic

Meet Jan Kolář, Manager IT ITSM Europe at Konica Minolta Business Solutions. Jan will share insights on Konica Minolta's journey with ServiceNow. How ServiceNow and its product strategy changed the organisation, way of working, way of thinking. Key points of success: Value, Out Of The Box, Mindset.


How ServicNow can be used as a digital management system for land acquisition

by Ole-Terje Mosvold Pedersen, Advisor land acquisition & Magne Bye, Product owner, Nye Veier, Norway


Break and visit booths


CEMEX journey to excellence for delivering business services

by Alfredo Álvarez, GES Digital Platforms Advisor, CEMEX, Mexico

As the next natural evolutionary step, CEMEX is transforming how services are being delivered to our internal clients with a new generation of shared services that will operate under a new end-to-end delivery model leveraged by ServiceNow to ensure standardization and drive integration, agility, and efficiency. CEMEX goal is to enhance and deliver GBS services in a more consistent and reliable way and to exceed our customers' and internal users' expectations. Alfredo joins us all the way from Mexico to share his experiences. 


Closing Keynote: How efficient service management has empowered governmental digital transformation for Saudi Arabia

by Mohammed Almukhalfi,  Assistant Deputy Minister for Systems and Business Development at Ministry of Human Resources and Social Development, Saudi Arabia.

Join our last session of the day as Mohammed Almukhalfi from The Ministry of Human Resources and Social Development of Saudi Arabia will give us all a unique insight into how digital transformation is taking shape in the Middle East. At the heart of this digital transformation, Service management plays a major role for The Ministry of Human Resources and Social Development and it 23,000 employees.


Wrap up and tour of the Opera House

We will finish the day with a guided tour of the Opera House. Get a unique chance to experience the Opera House from inside. After the event we will host a dinner in Copenhagen (optional to participate) with a chance to network in more informal settings.


Boat pick-up

After the end of the official program we will be picked up by boat, which will sail us to the Hotel Admiral, where tonight's dinner will take place. On the way we will pass by some unique places of Copenhagen.