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


Track 03

Proven Governance and Design Approach: Eliminate Customization and Ensure Easy Upgrades

Salon 3

The IRS eliminated customization and technical debt in just 12 months when the agency migrated from their legacy ITSM system to ServiceNow. Join this session to learn about the tools and methods the IRS used to set up a highly effective governance model and utilize a simple, effective design. The insight will be focused on individuals facing difficulty controlling scope creep, implementing upgrades, or those using out-of-the box features due to existing customization.

Sponsored by Intact Tech


Michelle Clonmell
Program Director
Jesse White
Chief Executive Officer
Intact Technology