Speakers
Andrea Kis Enterprise Service Management expertModerator of the day
We welcome Andrea Kis on stage as our moderator of the day. With a steady hand she will make sure we get through the day - on time.
Andrea Kis
Andrea is a Service Management Expert who has a great interest in and passion for human centric technologies and positive experiences. With 21+ years of practical experience, she prides herself in having a strong understanding of business outcomes and customer requirements. She thrives in providing business value based strategic transformation and strong relationship management.
Andrea started her career on a multilingual service desk and worked as a Service Delivery Manager for various organisations in a range of industries and sectors before moving into consulting. This hands-on operational experience helps to bring credibility and practical expertise to her consulting role.
She is one of the architects of the EXIN/BCS SIAM Foundation book, and one of the contributing authors of the VeriSM (Service Management for the Digital Age) book.
An active speaker in the UK and around the world, Andrea has presented nearly 70 times at various industry forums in 3 continents and has contributed thought leadership to several leading industry publications.
Henrik Madsen CEO, Devoteam N Platform Denmark Opening Ceremony: Welcome to Denmark
It's a pleasure for us to welcome Henrik on stage to open this wonderful day. Henrik is the 'host' of this year's conference, and he look very much forward welcoming us all.
Ulrik NehammerPresident, EMEA, ServiceNowOpening Keynote from President of ServiceNow EMEA - Ulrik Nehammer
Let's give Ulrik a warm welcome to Denmark - he knows the country, he is after all Danish.
Ulrik Nehammer
Ulrik Nehammer is the President of EMEA for ServiceNow, overseeing all teams across the region in support of ServiceNow’s global strategy and EMEA customers. Before joining ServiceNow, Ulrik served as CEO of Salesforce APAC. He joined Salesforce in 2017 as Global Senior Vice President, where he served as a Strategic Customer Advisor, consulting more than 450 CxOs from all over the world on their digital transformation.
Previously, Ulrik served as Chief Executive Officer of Coca-Cola Germany. He began working for Coca-Cola in 1992, holding various management positions with both The Coca-Cola Company and its bottling operations. In these roles, he lived in 10 countries across Europe and Asia, with responsibilities spanning more than 60.
Ulrik is an Honorary Professor of Management Practice at IECD business school and is a Board Member of LAIBA Beverages, Shanghai. He is passionate about diversity and has built many houses on a volunteer basis in Cambodia.
He has been a Supervisory and Vice Chairman Board Member of Coca-Cola Icecek since March 2015, and has filled the same role with Coca-Cola Beverages Pakistan Ltd. since June 2015. Ulrik has also served on the international management development association, CEEMAN, in Slovenia, and as a Supervisory Board Member of the Kozminski University, Poland.
José Antonio Palomero del AguaBusiness Solutions and Architecture Regional ManagerFrom a ticketing tool to building a robust bridge between Business and IT
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.
ServiceNow modules in use
ITSM, ITOM
About Votorantim Cimentos
Founded in 1933, Votorantim Cimentos is a building materials and sustainable solutions company. Its building materials portfolio includes not only cement but also concrete, mortars and aggregates. The company also has businesses in the areas of agricultural inputs, waste management and co-processing. Votorantim Cimentos has approximately 12,000 employees and net revenue of R$ 16.7 billion (2020). Its units are strategically located in proximity to the most important growing consumer markets, in ten countries besides Brazil: Argentina, Bolivia, Canada, Luxembourg, Morocco, Tunisia, Turkey, Spain, the United States, and Uruguay. More information at www.votorantimcimentos.com.br
José Antonio Palomero del Agua
José Antonio Palomero del Agua is an experienced manager in the IT area. He holds a M. Sc. Eng. in Telecommunications with more than 10 years of experience in different sectors, such as Consumer Goods and Beverages, Pharmaceutical and Building Materials, initiating this path from a consultancy perspective. Today he leads the Business Solutions and Architecture department at Votorantim Cimentos Europa, Asia & Africa, bridging together business and IT with an innovation approach, and ensuring company strategy and business needs are fulfilled through the appropriate tools and professionals while guaranteeing projects success
Alfredo AlvarezGES Digital Platforms AdvisorCEMEX 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.
Alfredo Alvarez
As part of the Global Enterprise Services (GES) Service Transformation team, Alfredo is leading the adoption of digital technologies to evolve the way CEMEX delivers services to our internal customers. ServiceNow is the main platform where the services are being digitalized through automated workflows. He led the first ServiceNow implementation in CEMEX and has been responsible for the Now platform implementations for 6 years prior to his new role.
ServiceNow modules in use
ITSM, ITOM, HRSD, ITBM
About CEMEX
CEMEX (NYSE: CX) is a global construction materials company that is building a better future through sustainable products and solutions. CEMEX is committed to achieving carbon neutrality through relentless innovation and industry-leading research and development. CEMEX is at the forefront of the circular economy in the construction value chain and is pioneering ways to increase the use of waste and residues as alternative raw materials and fuels in its operations with the use of new technologies. CEMEX offers cement, ready-mix concrete, aggregates, and urbanization solutions in growing markets around the world, powered by a multinational workforce focused on providing a superior customer experience, enabled by digital technologies. For more information, please visit: cemex.com
Mohammed Almukhalfi Assistant Deputy Minister for Systems and Business Development, Ministry of Human Resources and Social Development, Saudi ArabiaHow efficient service management has empowered governmental digital transformation for 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.
Mohammed Almukhalfi
A highly resourceful and successful Assistant Deputy Minister with creative vision, excellent insight and +25 years of rich experience in providing efficient architectural technical decisions and solutions to complement the business vision. Mohammed’s major experience includes strategizing and leading cross-functional teams to bring about positive fundamental change and improvement in strategy and process, and ensuring that all work requested have been reviewed, sized, scheduled, tested, and implemented through approved governance process. As a leader and expert, Mohammed has successfully implemented numerous systems using various technologies, high quality design, and effective planning. He works closely with all other top IT management staff in identifying, evaluating, selecting, and implementing specific information technologies that achieve the business and IT strategies. In addition, he determines individual performance objectives and development plans to ensure alignment with project and department objectives.
Jan KolářManager IT ITSM Europe, Konica Minolta Business SolutionsThe impact of 'a WOW effect' on the organisation
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.
ServiceNow modules in use
CSM, ITSM, ITBM
About Konica Minolta
With its unique expertise in imaging, data processing and data-based decision making, Konica Minolta creates relevant solutions for its customers - small and medium-sized businesses, large enterprises and the public sector - and solves issues faced by society. As a digital workplace solution provider, Konica Minolta helps its clients to identify and unlock the potential digitalisation holds and reach the next level in the digital maturity of their organisation by rethinking the workplace. With its commitment to the Sustainable Development Goals (SDGs), Konica Minolta has pledged to consistently pursue its sustainability and social responsibility goals. Worldwide, the company has over 40,000 employees and is operating in over 150 countries.
Jan Kolář
I am part of an internal European IT organization in Konica Minolta, managing a team that delivers ITSM solutions to internal customers in service organizations across European branches. I joined Konica Minolta in 2011, moving to the ITSM area in 2014 with implementations and roll-outs of BMC Remedy. Although ServiceNow's history with our company dates back only to 2018 I can honestly admit that the platform has changed the view on IT applications of many people including myself.
Sophie LiboutonTeam Manager - Governance and Enterprise Service Management, STIB Digital transformation secured through a new way of designing, developing and delivering services
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.
Modules in use
ITSM, ITOM Discovery, SAM, App engine
About STIB
The Brussels Intercommunal Transport Company is the local public transport operator in Brussels, Belgium. Founded in 1954, STIB operates 4 metro lines, 18 tram lines and 50 bus lines. It covers the 19 communes of the Brussels Capital Region and some surface routes extend to the near suburbs in the other regions.
Alex Steninge JacobsenProduct owner, Novo NordiskLearn how to save CO2 and money when empowering employees through portals
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.
ServiceNow module in use
ITSM, ITOM & ITAM
About Novo Nordisk
We are a global healthcare company, founded in 1923 and headquartered just outside Copenhagen, Denmark.Our purpose is to drive change to defeat diabetes and other serious chronic diseases such as obesity, and rare blood and rare endocrine diseases.We do so by pioneering scientific breakthroughs, expanding access to our medicines and working to prevent and ultimately cure the diseases we treat.We employ more than 47,000 people in 80 offices around the world, and market our products in 168 countries.
Alex Steninge Jacobsen
I have worked in innovation and start-ups for many years, also having my own. The knowledge from this and being a censor and external examiner in entrepreneurship, I use to get the most value out of the IT Operations projects by focusing on feedback and user adaption. In Novo Nordisk, I am a Product Owner within Asset and Configuration Management.
Marcus Millership Director, GBS Transformation and People Services, Rolls-RoyceDriving 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.
Ole-Terje Mosvold PedersenAdvisor land acquisition, Nye VeierHow 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
Diana UtasiSenior Manager, Operations Enablement, SitecoreInsights on Sitecore’s approach on servicing customers on ServiceNow
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.
As the next steps, we are looking into:
- improving our integrations with ServiceNow, with the help of Integration Hub
- creating more self-service options for customers to remove operations overhead on certain tasks
- use more automation in workflows and extend them to optimize entire business processes
ServiceNow modules in use
ITSM, CSM & Integration Hub
Modules coming: Integrated Risk Management Professional (GRC – Governance, Risk and Compliance), IT Operations Management Visibility (ITOM Visibility), Software Asset Management Professional)
About Sitecore
Sitecore is the leading provider of end-to-end digital experience software. Unifying data, content, commerce, and experiences, our SaaS-enabled, composable platform empowers brands like L’Oreal, Microsoft, United Airlines, and PUMA to deliver unforgettable interactions across every touchpoint. Our solution provides the cutting-edge tools brands need to build stronger connections with customers, while creating content efficiencies to stand out as transformation and innovation leaders. Experience more at sitecore.com.
Diana Utasi
As a senior manager, Diana is leading the Operations Enablement team in Sitecore’s Product and Platform Engineering department. She is responsible for the tooling and for cloud automation to streamline all key operations required for end-to-end service delivery for Sitecore’s customers. ServiceNow is part of the tooling portfolio that her teams engineer. Prior to this role, she was leading the Cloud Operations and Automation's teams for the flagship SaaS application of Sitecore (Sitecore Content Hub) therefore she has extensive experience in IT operations management.
