ServiceNow Federal Forum
Intelligent Transformation
March 21-22, 2024 | Gaylord National Resort & Convention Center | National Harbor, MD
U.S. Capitol


Thursday, March 21, 2024

National Harbor 2

Veterans’ transitioning to the workforce is crucial when looking at building a successful future workforce. The focus on diversity, equity, and inclusion (DEI) and veteran support emphasizes the importance of reskilling. This session will explore the intersection of veteran transitions and reskilling while building the workforce of the future.

Herb Thompson [moderator]
Principal Program Manager for Veteran Programs
Kevin Brooks
Chief of Staff, Global Public Sector
Government and Community Relations Manager
Hire Heroes USA
Acting Chief Diversity Officer, Office of the Secretary
Department of Veterans Affairs
Sarah Moffat
OCHCO Chief Operating Officer
Department of Housing and Urban Development
Potomac Ballroom A, B, C, D
Steve Walters [Welcome]
Senior Vice President and General Manager, Public Sector
Chris Bedi
Chris Bedi [Keynote]
Chief Digital Information Officer
Venice Goodwine
Venice Goodwine [invited]
Chief Information Officer
Department of the Air Force
Potomac Ballroom A, B, C, D

Admiral William H. McRaven will draw on his extraordinary career to inspire authority amidst uncertainty, overcoming adversity and the determination to succeed. Join McRaven as he reflects on his countless life experiences, passing along lessons in teamwork, personal accountability, resilience, and leadership with purpose.

Potomac Ballroom A, B, C, D
Automation plays a key role in supporting the cyber workforce and building operational resiliency. During this session, we’ll emphasize 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.
Session sponsored by:
Arunkumar Iyer
Arunkumar (Arun) Iyer [moderator]
Principal Executive Architect/Field CTO
Bob Cunningham
Executive Director for Enterprise Command Operations
Department of Veterans Affairs
Rick Driggers
Cyber Practice Lead
Accenture Federal Services
Savanrith 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)
Potomac Ballroom A, B, C, D
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. Join this session to explore a strategic approach to innovation that accelerates progress and maximizes investments in new and legacy technologies.
Session sponsored by:
Edward Titus
Edward Titus [moderator]
Area Vice President – National Security Aerospace & Defense
Reshea Deloatch
Executive Director for the Solutions Development Division (SDD), Office of the Chief Information Officer
Department of Homeland Security
Lorelie Distro
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 Division
Potomac Foyer
Potomac Foyer
Potomac Foyer
Potomac Foyer
Potomac Ballroom A, B, C, D

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 will explore 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 processes
Mark Abramowitz
Mark Abramowitz [moderator]
Senior Vice President of Product and Solutions Marketing
Brian J. Peretti
Deputy Chief Artificial Intelligence Officer, Director, Domestic and International Cybersecurity Policy, Office of Cybersecurity and Critical Infrastructure Protection
Department of the Treasury
Potomac Ballroom A, B, C, D

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. Join this session to learn how to implement TX improvements that fulfill your commitment to innovate, adapt, and prioritize citizen experience, while also supporting employees.

Diana Keohane [moderator]
Senior Manager, Solution Consulting - Federal
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
Program Executive Officer
DLA Information Operations
Col. Kris Saling
Acting Director, Innovation Directorate
U.S. Army Recruiting Command
Potomac Ballroom A, B, C, D

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’ll discuss what’s needed to give employees access to emerging Gen AI tools while ensuring our most critical networks and data remain protected.

Gaine Nazareth [moderator]
Director, Solution Consulting
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 Management
Potomac Foyer
Potomac Foyer
Following the program, stick around for a networking reception to chat with your fellow peers and toast the end of Federal Forum day one.
Session sponsored by:

Friday, March 22, 2024 – Hands-On Technical Workshops

A laptop is required for all workshops.

Potomac 1

Learn how to configure and create personalized workforce experiences with the use of communications, widgets, and dashboards. We will explore how to leverage the Federal plugin to create human capital services that include forms.

Potomac 2

Learn how to create lifecycle events and employee journeys, as well as how to develop great manager experiences that simplify work-life balance and enable managers to better support their teams and personalize employee journeys. While some employee events are simple, others are more complex and require various tasks and coordination among different people and departments. Automation of these intricate processes can be easily accomplished using lifecycle events and can be incorporated into an employee journey. Employee journeys include intelligent workflows that support in-the-moment tasking, learning, and listening for a more engaging experience for all involved.

Potomac 3

This workshop is dedicated to showing you how your agency can use ServiceNow’s SPM and APM solutions to help you strategize, align, and deliver value across your mission critical initiatives, as well as gain visibility into your application inventory. You will also learn how you can maximize the value of any agency investment through continuous, collaborative, and contextual alignment and data-driven decision-making.

Potomac 4

This dedicated hands-on workshop will focus on how agencies can use ServiceNow’s SAM and CCM solutions to help optimize costs and utilization of on-prem software, SaaS, and cloud infrastructure investments. Attendees will learn ways to utilize ServiceNow to gain visibility into their software inventory, reduce license spend, mitigate risk, and reduce wasted spend with cloud providers.

Potomac 5

This dedicated hands-on workshop will focus on how agencies can use ServiceNow’s EAM and HAM solutions to help optimize costs and utilization of physical IT hardware, as well as physical enterprise business assets. You will learn ways to utilize ServiceNow to gain visibility into your IT and business assets inventory, reduce hardware spend, mitigate risk, and access full asset lifecycle management.

Potomac 6

Agencies are working to develop and maintain their ATO system accreditations and adhere to the Risk Management Framework (RMF) guidelines. With data being contained in silos, agencies struggle to find an effective way to identify their system risks and vulnerabilities, track system configurations, and implement an effective Plan of Action and Milestone (POA&M) strategy. ServiceNow’s CAM brings all the RMF activities into a single platform that operates across the enterprise. ServiceNow’s SecOps allows agencies to identify and orchestrate vulnerability response, threat intelligence, configuration compliance, and security incidents, and seamlessly integrates with CAM to provide agencies with a holistic view of their ATOs. Please join us for a hands-on workshop to learn practical and tactical approaches to CAM and SecOps from the Federal Solution Consultant team.

This hands-on workshop will provide you with expert training that will cover:

  • Why agencies should digitally transform their ATO process using CAM and SecOps
  • How to develop a complete authorization boundary
  • Dynamic system elements
  • The seven steps of RMF
  • Continuous monitoring of controls
  • End-to-end identification and remediation of an ACAS vulnerability scan
  • How to correlate a STIG compliance checks results to controls
  • How to manage POA&M
National Harbor 12

ServiceNow FSM provides your agency with the tools you need to optimize work performed in, around, and out of the four (or five) walls. Whether you are performing traditional break-fix and maintenance activities for facilities and their assets, home health visits for patients, inspections, investigations, emergency response, deployments, citizen services, or any number of other activities away from the screen, ServiceNow will help drive efficiency and make your teams more effective. From automating work assignments, executing and documenting work in the field, handling escalations and exceptions, and monitoring the progress of work performed in real-time, ServiceNow FSM is your window into your facility and field operations. Join us for a hands-on lab experience designed to show you how to create Work Order Templates, Planned Work Schedules, Schedule Optimization and Automation, and much more.

National Harbor 13

Improve mission insights and service delivery leveraging Public Sector Digital Services. This workshop will dive into configuring and crafting top-tier, personalized experiences, and will cover everything from tailored portals to workflows and customizable dashboards. Gain insights into how to utilize PSDS to create seamless enterprise government missions and service delivery. In particular, these workshops will take a deeper look at how playbooks and Gen-AI transform the end user experience. Come and learn how PSDS enhances employee and customer experience, elevates your expertise, and eases your transformation journeys with ServiceNow.

National Harbor 4

Join us at the Low-Code App Engine Innovation Workshop to see how agencies are reimagining their approach to automation and app development with ServiceNow’s Creator Workflows. Learn how to boost productivity at scale by building high-value low-code mission apps with App Engine. Whether you’re a pro developer of any level looking to streamline repetitive tasks, a low-code business analyst looking for ways to solve unique mission challenges, an architect ready to drive the next phase of innovation, or a business leader seeking the right automation solutions, this low-code hands-on workshop is for you!

During this workshop, you will get to:

  • Learn how to identify the right problems to solve in your agency with low-code tools
  • Hear and see successful examples of how other agencies are driving rapid innovation at scale with ServiceNow’s low-code App Engine
  • Practice ideation and rapid low-code app creation techniques that focus on making the world of work, work better for people
National Harbor 5

Join us at the App Engine Innovation Workshop, level 201, to see how agencies are assisting process owners to enhance their enterprise workflow applications. Building upon the Low-Code App Engine Innovation Workshop, we will take an existing application, Telework Management, and learn developer techniques for providing next-level features and experiences that add tremendous value to any process application. If you’ve been to the Low-Code Innovation Workshop, or are familiar with it and interested in taking your skills to the next level, this workshop is for you!

During this workshop, you’ll get to:

  • Learn how to enhance the user experience through portal branding
  • Learn techniques for securing your application to specific users and roles
  • Upgrade your forms to make them more intelligent
  • Extend your Flow Designer skillset
  • Discuss and ideate new ways to build and bring your apps to life
National Harbor 6

Join us for our ServiceNow automation workshop where we will be looking at some of our more advanced automation capabilities including RPA, Document Intelligence, and building spokes for custom APIs.

In this workshop you can expect to:

  • Build an RPA bot to automate a manual process interacting with a thick-client application using our RPA recorder technology
  • Explore the ServiceNow RPA Hub portal to manage your RPA bots across the enterprise and gain insight into the health and status of your automation
  • Build an integration spoke for a custom API, expose it as a no-code endpoint in Flow Designer, and then build a flow that uses it
  • Learn about the ServiceNow Document Intelligence system that allows you to extract data from forms and apply it to ServiceNow workflows

* Remote Desktop (RDP) client required

National Harbor 7

Join us for our Low Code Application Governance Workshop, where you will get insight into the best practices and tooling for managing your low-code application on the ServiceNow platform. Whether you are looking for oversight of all custom workflows or for developer productivity enhancements like CICD, this workshop is for you.

What can you expect?

  • Learn how to effectively govern your low-code development environment
  • Learn best practices for managing your ServiceNow applications and configurations
  • See how to simplify the management of distributed/citizen development through automation and tooling
  • Learn how to maintain consistency and compliance across your entire development ecosystem while minimizing risk
  • Interact with ServiceNow experts

Who is this workshop for?

  • IT leaders
  • Architects
  • Developers
  • Anyone who wants to improve their low-code governance practices and take advantage of the full capabilities of the ServiceNow platform