The Evolution of ServiceNow at Williams-Sonoma

Kristen Byrne,

Room : Starvine 3,4 and 5

Subject : Process

Breakout : Leadership

Williams-Sonoma, Inc., the premier specialty retailer of home furnishings and gourmet cookware in the United States, was one of the first retail organizations to deploy ServiceNow. When your organization depends on a tool like ServiceNow to centralize all IT functions, it is important that the tool is configured to support your business requirements. How do you ensure your ITIL processes drive tool configuration, while ensuring the tool capabilities – continuously growing – are exploited fully to expand your IT capabilities?

Kristen Byrne and her team will share their experience and the story of the evolution of ServiceNow at William-Sonoma - from a complex and unique configuration, to more streamlined processes that are easier to maintain and provide significant business benefit to the organization. The session will also highlight how the support of a Global System Integrator was critical in transforming and supporting the ongoing running of the ServiceNow environment.