Power your future

KPMG at ServiceNow Knowledge18

The Venetian | Las Vegas, NV

  • Overview
  • KPMG Powered IT
  • Speaking Sessions
  • Health Innovation


For the seventh consecutive year, KPMG is proud to be the top sponsor of Knowledge18, the ServiceNow Global User Conference being held May 7–10 at The Venetian in Las Vegas. This year, 18,000 ServiceNow information technology (IT), human resources (HR), and security professionals are expected to attend to learn leading practices, experience hands-on training, and hear about the latest innovations on the platform.

Do not miss the opportunity to connect with KPMG to hear critical insights on how IT can become a business broker, integrator, and orchestrator of transformation to the enterprise! Featuring some of KPMG’s FORTUNE 500 clients and their success stories, KPMG will deliver multiple speaking and innovation sessions, Webcasts, and demos for IT, HR, Security, CSM, ITBM, and more!

Opportunities to Get Powered at Knowledge with KPMG include:

KPMG speaking sessions: KPMG clients and our team of advisors will lead several conference sessions. Get more details on the Speaking Sessions tab and visit the Knowledge18 session catalog to register

KPMG-sponsored healthcare industry reception: Immediately following the ServiceNow healthcare industry track, join us for a reception for healthcare clients on Wednesday night from 5:00 p.m. to 6:00 p.m.

KPMG Healthcare Innovation Forum: Join KPMG on Thursday, May 10, for our healthcare innovation forum. Hear from KPMG’s healthcare technology strategists and clients, and ServiceNow experts, on the leading practices and innovation for the medical community.

Demos: Stop by the KPMG exhibit for a live demo of KPMG Powered Enterprise for IT or contact us to schedule a demo.

1:1 strategy sessions: Meet with KPMG advisers to address key challenges in IT, HR, customer service, security, GRC, ITFM, and PPM. Contact us to request a meeting.

KPMG Attains ‘Winner’s Circle’ Status in HfS Blueprint Report: ServiceNow Services 2018


For questions, please contact Marina Ebert, ServiceNow Marketing, KPMG LLP.

KPMG Powered IT

Straightforward, fast, and uncomplicated…these are not the words that usually come to mind when information technology (IT) prepares to deploy new technologies. The fact is you may be wondering why, in today’s cloud-enabled environments, it still takes so long to see the benefits of some of your latest IT investments.

With this in mind, we have taken our experience across hundreds of ServiceNow implementations and developed a set of proven, standardized models and tools to help with your organization’s IT transformation. The result is the only ServiceNow vetted and endorsed out-of-the-box cloud-transformation solution, and the latest addition to our Powered Enterprise suite of solutions, KPMG Powered IT.

Powered IT organizational and process accelerators are aligned with preconfigured ServiceNow modules and capabilities to help you transform the “business of IT” quickly, with less risk, minimal customization, and more options for innovation than ever before! To increase effectiveness, the approach includes predefined operating models, process definitions, governance strategies, and organizational change management toolkits. These Powered IT toolkits address the six areas that are critical to delivering exceptional IT services: Innovation, Planning, Delivery, Security, Support, and Automation.

Learn more about Powered IT through our videosPowered IT overview, and our CIO.com blog.

Speaking Sessions

Tuesday May 8, 2018

10:30 a.m. - 11:30 a.m.
HR Keynote: How to make employee experience your competitive advantage

Every employee’s journey will be made up of both routine daily interactions and more pivotal “moments that matter.” Each one is an opportunity for organizations to differentiate themselves as a preferred place to work by providing a great employee experience. Join Deepak Bharadwaj, VP and GM, HR Product Line at ServiceNow, along with Raju Vijay, Division GM, Global Digital HR at Nissan, and industry thought leaders Josh Bersin and Erica Volini as they explore what it takes to make employee experience your competitive advantage.

Deepak Bharadwaj, VP & GM HR Product Line, ServiceNow
Raju Vijay, Division GM, Global Digital HR, Nissan

10:30 a.m. – 11:20 a.m.
An engaging use case: How Fiserv designed a new business application with ServiceNow’s platform of engagement

Whether you are a pro at running ITSM or entirely new to the platform, it’s important to remember that first and foremost ServiceNow is a platform to help solve business application challenges. Now, using scoped application development, there’s never been a better time to consider the platform’s fit for your application use cases.

Having tackled ITSM and then Customer Service, Fiserv was presented with the challenge of coordinating complex and varying customer deployments. Turning to ServiceNow’s platform of engagement, Fiserv designed a new application from the ground-up to efficiently initiate, plan, manage and delegate the detailed work involved in implementing financial systems. Join KPMG LLP and Fiserv to learn about the do’s, don’ts, opportunities and pitfalls of custom application development on the platform. The discussion will include types of applications and organizational and governance considerations when scaling the breadth of your ServiceNow deployment.

April Somogyi, Business Process Analyst, Fiserv
Adam Hutton, Specialist Director, KPMG LLP
Mack Peace, Manager, KPMG LLP

1:30 p.m. - 2:20 p.m.
When maximizing the value of ServiceNow requires “re-implementation”: What to do (and not to do)

When faced with a ServiceNow environment that was overly customized, cumbersome to maintain and, frankly, standing in the way of achieving the full value of the platform, JM Family Enterprises decided to start over. Re-implementations can seem like the easy answer to achieve a clean slate, but these projects still require significant planning, process definition, and technical re-engineering. Learn how JMFE decided to start with a clean slate, avoid the sins of the past and take advantage of additional ServiceNow products, by leveraging KPMG's Powered IT solution to accelerate transformation.

Michelle Esposito, AVP, Technology Planning, JM Family Enterprises
John Roy, Director, CIO Advisory, KPMG LLP

2:40 p.m. - 3:30 p.m.
#StopTheChaos – How to Calm the Storm and Transform the Way to Manage Business Demand

Faced with operational inefficiencies, lack of transparency into their project portfolio, and never saying no, Community Health Systems (CHS) recognized they were overcommitting and underdelivering. They knew they needed a better approach to managing and prioritizing requests to information technology (IT) from the business before committing service delivery to their business partners. Working with KPMG LLP (KPMG), CHS leveraged ServiceNow’s IT Business Management Suite to help prioritize business demand, plan and execute projects more efficiently, and create balanced diversified portfolios. Through an IT Business Management Transformation initiative, CHS has brought transparency to their project portfolios. Their business counterparts are beginning to realize how much is asked of IT at any given moment and collaboration has never been better. IT and business customers are able to work together to prioritize and make tough decisions. In addition, KPMG migrated a paper-based capital expenditure process onto ServiceNow, allowing that process to be incorporated into Demand Management to streamline project requests and capital funding requests into one thorough process. In this session, we will discuss how CHS took control of their project pipeline through process transformation, leveraging ServiceNow, and implementing a network of advocates. We will share lessons learned with regard to sticking out of the box, how to prepare for the required cultural shift, and continually improving.

Briana Alexander, Vice President, Community Health Systems Inc
John Smits, Senior Associate, KPMG LLP

2:40 p.m. – 3:30 p.m.
Integrating CSM and ITSM to drive customer success at CDL

In this session, learn how CDL has fully integrated Customer Service Management with IT Service Management to provide a unified, customer-focused service experience to support external customers in the UK insurance sector using 70+ service portals. Insurers and brokers obtain comprehensive self-service support directly from the relevant resolver teams, and automated system alerts instantly feed service notifications to the portal providing pro-active support and reducing the business impact on customers.

Clive Simpson, Head of Service Management, CDL
Adrian Japp, ServiceNow Manager, CDL

3:50 p.m. – 4:40 p.m.
Level up technology insight and decisions with Business Services

Business Service Portfolio Management in ServiceNow helps maximize value and enables decisions in business terms, aligned to business strategy. ServiceNow can serve as a bridge between applications and the business bill payer in a regulated industry, where operational data governance and business service total cost of ownership are pivotal to making effective decisions that drive the digital business.

In this session, we will share how KPMG LLP helped USAA eliminate the IT-centric view of applications, data, and decisions that did not fully align to the strategy or needs of the business—evolving service management to the business service/business capability level for holistic technology decisions that drive the business agenda and accelerate time to value.

Brian McCarty, Principal Technical Architect, USAA
Kimberly Sorensen, Director, CIO Advisory, KPMG LLP

5:00 p.m. – 5:50 p.m.
ServiceNow & Qualys - Expanding the Integration

At Royal Automotive Club of Victoria (RACV) they wanted to expand the ServiceNow footprint to increase their ability to:

  • Improve and standardize RACV’s vulnerability response capabilities.
  • Create a scalable solution for vulnerability management.
  • Realize the benefits of existing security product tool sets by integrating tools for high value/high volume use cases
  • Improve RACV’s security posture by minimizing vulnerability exposure timeframes.
  • Improve and standardize Security Incident Response (SIR) capability.

Dan Maslin, Cyber Security Manager – Cyber Security Team, Royal Automobile Club of Victoria (RACV)

Wednesday, May 9

10:30 a.m. - 11:20 a.m.
Human insight + digital thinking + ServiceNow = an enterprise-wide employee experience (EX) digital transformation

In today’s “as a service” economy, the service experience matters immensely. Our workforce demands experiences at work that meet or exceed their everyday consumer experiences. A digital experience that enables employees to easily and quickly gain access to company services in a unified, consistent and “consumerized” manner is a key aspect of how they can attract and retain. Service Management Leaders are looking for breakthrough approaches to simplify processes while creating impactful service experiences. Embracing digital innovation of service delivery as well as modern user experience (UX) leading practices is critical in creating the future of the employee experience. Learn how global organizations put employees first when redesigning their employee service portal by engaging KPMG LLP to help them perform in-depth field research and journey mapping to identify human motivations and behavioral patterns. KPMG provided clear insights into the rational—and sometimes irrational—ways users interact with the service portal. Armed with these insights, organizations can take a holistic, human-centered design approach when building an optimized user experience that positions the service portal as a single place to engage with employees across the enterprise.

Gregory Horvath, Director, KPMG LLP
Michael Higgins, Lead Specialist, Advisory, Digital Enablement, KPMG LLP

11:40 a.m. - 12:30 p.m.
Improving the employee experience and HR’s productivity through ServiceNow HRSM

Faced with operational inefficiencies, disparate global approaches, and lack of a robust governance capability, Nissan knew they needed a better approach to HR case resolution. Their goals specifically were to improve the employee experience, increase visibility into cases and questions inundating HR, and standardize the case resolution approach globally. They turned to KPMG LLP to implement the ServiceNow HRSM module globally to achieve these goals while driving more value across HR. In this session, attendees will engage in a lively discussion with subject-matter professionals around the implementation approach and key change management considerations.

Brian Bedsole, Manager, Global Digital HR, Nissan Motor Corporation
Abhinav Gupta, Manager, KPMG LLP
Ricky Thanudape, Manager, KPMG LLP

Thursday May 10

1:30 p.m. - 2:20 p.m.
Panel: Now on Now - Expanding GRC Beyond IT

Many organizations’ Governance Risk and Compliance activities are managed in silos using multiple tools and outdated manual processes. IT organizations may have identified or even implemented internal uses cases for ServiceNow GRC, but are struggling to take the next step to expand GRC capabilities to the broader enterprise. In this session, we’ll discuss what Enterprise GRC is, where to start your implementation, how to engage with non-IT functions such as legal, compliance, audit, and finance, and how to up-level the conversation to win support as a cross functional initiative. We’ll also explore ways to build an effective value statement and ROI in support of a broader GRC program. As part of this session, panelists who have implemented enterprise governance, risk, and compliance will share their stories of where they started and the steps they took to get where they are today.

Health Innovation


All healthcare industry professionals participating in the healthcare industry track on Wednesday, May 9, are invited to join the KPMG-sponsored reception immediately following the last session.
Date: May 9, 2018
Time: 5:20 p.m. – 6:30 p.m.
Location: Venetian Palazzo Level 3


KPMG Healthcare Innovation Forum: Organizing Around the Chaos

Join KPMG leaders, ServiceNow professionals, and healthcare technology strategists to hear critical insights into how emerging technology, such as intelligent automation, chatbots, virtual agents, and blockchain, is poised to change the future of healthcare delivery. Participate in this unique discussion on how to manage the hype surrounding disruptive technologies and gain the perspective that leaders need in order to overcome the challenge of integrating these latest innovations into future healthcare operating models.

Date: Thursday, May 10 10:30 a.m.—12:30 p.m.

Explore how KPMG helped healthcare clients accelerate business results:

Community Health Systems

Global pharmaceutical company

Some or all of the services described herein may not be permissible for KPMG audit clients and their affiliates or related entities.