Farrell Hough joined ServiceNow in May of 2012 to run the Product Operations business and recently took the lead of ServiceNow’s ITSM business. In the early years at ServiceNow, Hough established the company’s ITSM practice for the R&D and Support organizations and now brings that experience to influence the product. Prior to ServiceNow, Hough was a Managing Principal with Outsights, Inc., where she helped organizations find the best operational models which work for them and adopt leading ITSM practices in the most cost effective ways. Hough began her career with Booz-Allen & Hamilton where she held analyst and researcher positions. She holds a Master’s degree in Business Administration from University of Saint Mary.