NET+ ServiceNow Higher Education Summit at Knowledge25



Event Details

Date: Monday, May 5, 2025
Time: 10:00 AM - 4:00 PM
Location: UNLV, Foundation Building

Address: UNLV Foundation Building, 4505 S Maryland Pkwy, Las Vegas, NV 89154
Cost: Free | Capacity: 100 Registrants
Registration: Closed - Email netplus@internet2.edu for any questions.
Ride-share Drop-off and Parking: UNLV Parking Lot Y

Welcome

Welcome to the NET+ ServiceNow Higher Education Summit at Knowledge25! Join us for a day of discussions on key trends and opportunities in higher education. The Summit takes place on Monday, just before the main Knowledge conference begins on Tuesday.

Jump to : May 5 Summit Agenda | May 6 & 7 Hospitality Suite Schedule | Contact

May 6 Summit Agenda

TimeSession
9:30 - 10:00 AMCheck-in
10:00 - 10:30 AM

Welcome

Terry Fernandez, Assistant Vice President, Customer Service, American University and NET+ ServiceNow Service Advisory Board Chair

10:30 - 11:15 AM

ServiceNow Academic Partnerships and New York Institute of Tech: A Winning Partnership

Speakers:

  • Alexa Petersen, Director of Academic Partnerships, ServiceNow
  • Darren Moses, Director of Client Services & Engagement at New York Institute of Technology
11:15 - 12:00 PM

ServiceNow Accessibility Updates

Speaker: Aileen Hackett - Director of Product Management for Accessibility, ServiceNow

12:00 - 1:30 PMLunch & NET+ ServiceNow Knowledge Poker
1:30 - 2:15 PM

Learn More About Notre Dame's Journey in Deploying GRC

Speaker: Jack O'Brien - ServiceNow Platform Manager at University of Notre Dame

Join us for an inside look at the University of Notre Dame's implementation of Governance, Risk, and Compliance (GRC) strategies and tools.

2:15 - 3:00 PM

Process Mining: Finding Small Wins that Lead to Large Insights

Speaker: Austin Grasty - Director, Customer Service Experience at American University

In this session, we explore how ServiceNow's Process Mining tool was used to review routing inefficiencies and improve ticket triage within American University's IT Help Desk. With all Help Desk Analysts participating in manual ticket assignment, we sought an opportunity to do an effective audit of triage efficiency, consistency, and repeatability. With process mining, and the help of ServiceNow's Product Management team, we were able to map routing behaviors and identify bottlenecks across different ticket types, applications, and teams. This session shares lessons learned, practical tips, and actionable insights into using Process Mining to drive service improvement.

3:00 - 3:15 PMAfternoon Break
3:15 - 3:45 PMGetting the Most Out of Your Summit: Insights from Seasoned Attendees
3:45 - 4:00 PMWrap-up

We're working hard to bring you the best sessions possible, but things may shift as we get closer to the event. Topics, speakers, and schedules are subject to change, so be sure to check back for the latest updates.

Hospitality Suite

Join us to connect, mingle, and share insights with fellow higher education peers. Refreshments will be provided.
Location: Venetian Prestige Club Grand Room, 36th Floor.

Hospitality Suite Schedule

May 6 Schedule

TimeTopic
1:00 - 1:45 PMCampus Service Management & CRM
2:00 - 2:45 PMStrategic Portfolio Management & Architecture
3:00 - 3:45 PMCampus Strategies for AI and ServiceNow
4:00 - 4:45 PMIntegrating ServiceNow with Other Higher Ed Systems

May 7 Schedule

TimeTopic
1:30 - 2:15 PMHRSD: Best Practices for HR Service Delivery
2:30 - 3:15 PMAsset Management
3:30 - 4:15 PMServiceNow Governance Models for Decentralized Campuses
4:30 - 5:00 PMOpen Topics

Directions to the Venetian Prestige Lounge

  1. Exit the Convention Center and walk toward the main hotel lobby of The Venetian.
  2. Look for signs directing you to the Venetian Guest Elevators.
  3. Take the guest elevators to the Prestige Level (36th floor).
  4. Check in with the Prestige Lounge concierge desk and mention you're attending the event for "Internet2 NET+".

Questions? Email netplus@internet2.edu and we will be happy to assist you.

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