Enterprise Architecture Forum Switzerland

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Enterprise Architecture Forum Switzerland

Monday, October 27, 2025
9.00 - 16.00 CET
ServiceNow Office, Cherstrasse 4, 8152 Glattbrugg

Enterprise Architects Putting AI to Work.

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AI and CSDM are at the top of our customers' lists of current topics. However, the question remains: How do we implement them?

Most of our existing clients are eager to adopt the ServiceNow Common Service Data Model (CSDM), and artificial intelligence is a widely discussed topic throughout the industry. As an enterprise architecture team, it is important to us to share our knowledge of these topics with our customers' architects in a targeted, non-promotional manner.

High-caliber speakers are waiting for you and we look forward to seeing you! This Forum is organized exclusively for enterprise architects and platform architects of ServiceNow customers.

Agenda

9.00 – 9.20 Reception, Welcome

9.20 – 10.00
CSDM and EA in Product-Centric Operating Models.
What we think is next for CSDM, EA, IT4IT etc. in an AI driven world. Mark Bodmann, Sr. Product Owner CSDM, ServiceNow

10:00 – 10:40
Sit, Jump, Run: A Pragmatic CSDM journey.
After separating from ABB, Hitachi Energy used ServiceNow’s CSDM to build a new platform and transform IT services. This session shares their journey, lessons learned, and blueprint for data-driven operations. Michael Dul, ServiceNow CoE Technical Lead Service Integration, Hitachi Energy

10:40 - 11:10 Networking Break

11:10 - 11:50
Put AI to Work by Enterprise Architects.

AI Architecture, Governance, and Roadmap from an Enterprise Architects perspective. Jennypher Mottola and Manoj Patel, Enterprise Architects, ServiceNow

11:50 - 12:30

Architecting AI with ServiceNow EA: Foundations, Embedded Intelligence, and Future Vision

Explore ServiceNow EA’s role in AI system design—product foundations, embedded AI capabilities, and a forward-looking roadmap. Sankhadeep Dhar, Sr. Outbound Product Manager, ServiceNow

11:50 - 12:30 Lunch

13:00 - 14:40

INDUSTRY-FOCUSED SESSIONS
Track 1 - Manufacturing

Track 2 - Retail
Track 3 - Banking & Insurance

Track 4 - Enterprise Service Management

1 - MANUFACTURING

Digitizing Operational Excellence to Transform Manufacturing Performance

Transform the shop floor into a paperless environment that empowers operators and embeds continuous improvement into daily work.

2 - RETAIL
Retail Roundtable

How can a platform architecture empower retailers to swiftly embrace future business models like loyalty programs, retail media, marketplaces, and digital stores?

3 - BANKING & INSURANCE

The Banking Roadmap for Agentic AI

A strategic roadmap detailing how banking can adopt and integrate AI agents to improve efficiency and decision-making.

End-End Operational Resilience

How can ServiceNow provide an E2E Solution for operational resilience, building upon your current platform foundations?

4 - ENTERPRISE SERVICE MANAGEMENT

ESM Architecture Blueprint

Vision to Excellence v7.0: unifying and streamlining enterprise services using AI-driven, modular workflows for greater innovation and efficiency.

Digital Product Portfolio Management for Enterprise Services

ESM organizations can ‘implement’ digitalization as part of a one-time transformation, but to generate value and they must ‘become digital’. A practical approach based on IT4IT DPPM.

14:40 - 15:00 Networking Break

15:00 - 15:40

Feedback & interest gathering for next forum

Contact: For any questions regarding this Event please contact Jennypher.Mottola@servicenow.com.

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EVENT LOCATION

ServiceNow, Zurich office

Cherstrasse 4, 8152 Glattbrugg, Switzerland

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