Service Symposium

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Service Lifecycle Management Fortifies the Digital Thread

The World’s Largest and Most Respected Service Symposium

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May 15-18, 2023

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Boston Convention & Exhibition Center

415 Summer St., Boston, MA

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About the Symposium

Join us at LiveWorx for the Service Symposium as we celebrate modern innovations in service lifecycle management tuned to strengthen the digital thread and achieve next-level outcomes.

Effective service is good for business capable of making more than $12 for every $1 in equipment sales – and generating significant profit. It’s also the greatest indicator of repeat purchases and critical to building brand loyalty. But effective service is not simple or automatic.

Today’s face-paced experience economy has customers demanding so much more from manufacturers. Customers don’t just want products, they want outcomes, experiences, and only the best service will suffice.

The Service Symposium at LiveWorx is the largest gathering of service practitioners, strategists, and subject matter experts worldwide, with an agenda anchored in best practices and interactive knowledge exchange. End-user practitioners, managers, and executives will all find inspiration in discussing these topics: Field Service Management, Service Parts Management, Technical Content Authoring and Delivery, Warranty and Contract Management, Product-as-a-Service Innovation, Performance-based Logistics and SLAs, Impact of AI/ML/Advanced Data Science, and more.

To attend the Service Symposium at LiveWorx, please complete your LiveWorx registration through the registration portal. We look forward to seeing you there.

2023 Speakers

Neil Barua

President, Service Lifecycle Management, PTC

Gordon Benzie

Director, Analyst Relations & Market Intelligence, ServiceMax, a PTC Technology

Sumair Dutta

VP Product Marketing, ServiceMax, a PTC Technology

Jim Heppelmann - Keynote Speaker

President & CEO, PTC

Amit Jain

Chief Product Manager, ServiceMax, a PTC Technology

Joseph June

SVP of Product Management, ServiceMax, a PTC Technology

Leslie Paulson

General Manager of the Servigistics Business Unit, PTC

2023 Agenda

Monday, May 15 - 1:20pm - 1:50pm

Powerful Digital Threads Deliver Peak Service Outcomes

Leslie Paulson, General Manager, Servigistics Business Unit

With the rapid rise of AI, ML, and Big Data, exponential growth in computing power, paired with the experience economy, product-as-a-service, sustainability, and servitization, technology is dramatically changing the products we buy and how we deliver and experience service. It is a challenging and rewarding opportunity. Organizations that manage aftermarket service well experience higher service revenue, greater profit margins, soaring customer satisfaction, and operate far more sustainably. PTC’s Servigistics, Arbortext, and iWarranty deliver high-value service data strengthening the digital thread. In this session, Leslie Paulson and guests will dissect the opportunities available today and chart the near and far-term trajectories to help OEMs position themselves for continued success.

Monday, May 15 - 2:15 PM - 2:45 PM

Metso Outotec’s Service Supply Chain Optimization

Metso Outotec has a strong reputation for delivering sustainability improvements for its customers. With increasing worldwide demand for metals, including clean energy metals and battery metals such as copper, nickel, and lithium, Metso Outotec is well-positioned for a positive impact. Servigistics, a PTC technology, is a mission-critical technology helping Metso Outotec maximize efficiency within the service parts supply chain. During this session, learn how Metso Outotec utilizes Servigistics to reduce global inventory by 41 million Euros, improve on-shelf parts availability by 3.4%, and improve strategic service decision-making while contributing profoundly to sustainability initiatives.

Monday, May 15 - 3:10 PM - 3:40 PM

Benefits of the Digital Thread for Service

Nina Pathy, EPLM Aftersales Director, AGCO and Gil Shroitman, Senior Product Manager for Arbortext, PTC

A digital thread creates a closed loop between the digital and physical worlds, transforming how products are engineered, manufactured, and serviced. In this session, you will learn how Arbortext, PTC's industry-leading Technical Information Management and Delivery solution, strengthens the digital thread by creating a single flow of data and resources that will enable the linking of content all the way out to someone in the field. For example, starting from the source in engineering CAD data or bill of materials (BOM), as that information flows through the business process, it will be available to those creating technical information or service content.

Monday, May 15 - 4:05 PM - 4:35 PM

ServiceMax Innovation to Empower Critical Service Workers

Gabriele Bodda, VP of Product Management, ServiceMax, a PTC Technology

Service organizations today need to effectively deliver on customer expectations while contributing to the bottom-line. Effective service execution can only be accomplished when all stakeholders are connected and working in unison to understand customer requirements and deliver the necessary solutions. ServiceMax’s powerful connected worker tools work Better Together and deliver a collaborative experience that unifies critical stakeholders in delivering the best customer and business outcomes. These user-centric applications are strengthened by powerful work execution engines and digital automation capabilities to ensure the highest level of efficiency, the most effective path to resolution, and the most complete customer experience. Uncover the true power of the ServiceMax platform.

Tuesday, May 16 - 11:15 AM – 11: 45 AM

A New Vision for Service

Neil Barua, President of Service Lifecycle Management, PTC

Service plays a central role in renewing and expanding customer relationships to support business growth. Service leaders are often the first to encounter increasing product and service demands from customers while dealing with an ever-diminishing stack of resources. The pressure has never been higher to extend the reach of the service organization while increasing contribution to margins. The best service leaders are addressing this by coupling customer knowledge with a better understanding of the underlying assets that are essential to them. This keynote will unveil PTC’s unparalleled vision for Service Lifecycle Management based on the most complete view of the physical asset. With guest presenters and success stories, we will outline key innovation areas in SLM that will strengthen the digital thread and accelerate business outcomes.

Tuesday, May 16 - 1:00 PM - 1:30 PM

Cisco System's Service Supply Chain Planning: A Transformational Journey

Richard Vaillancourt, Program Manager/ Product Owner, Cisco Systems

In March of 2020, Cisco began a journey with PTC to transform their Service Supply Chain. Cisco had been using Xelus for over 20 years and proposed an aggressive timeline (one year) to move their global operation to Servigistics Service Parts Management in the cloud. Through close collaboration with PTC, Cisco IT, and Cisco Planning, Cisco met all its milestones and moved to Servigistics in November of 2021 as planned. This presentation will showcase that journey and how it was accomplished during an incredibly challenging time. In addition, Cisco will share how the journey has continued since the implementation and share the outcome of modernizing the technology to improve productivity and reduce inventory while improving uptime, and customer satisfaction.

Tuesday, May 16 – 1:00 PM – 3:00 PM

ServiceMax Customer User Group Part I

By invitation only

Tuesday, May 16 - 1:55 PM - 2:25 PM

Best Practices to Optimize Translation Management for Serviceability

Moderator: Patti Lutsky, Product Management Senior Director, PTC; Panelists: Andrew Pieper, ETS Information Architect, Toro, Deb Williams, Arbortext Global Sales Director, PTC, Yogesh Bajpai, PLM Practice Lead, HCL Technologies

If you spend a large budget on translations, we'll show you how to reduce that by 40%. Unique to PTC, Translation Management is included with the Windchill Service Parts Information and Instructions add-on, enabling companies to leverage their engineering and manufacturing product data to create high-quality spare parts information. When used with the XBOM Management add-on, it facilitates the creation, management, and delivery of the most up-to-date, accurate, and relevant spare parts service information in the form of a Service Bill of Material (sBOM) and associated part relationships including graphical representations. The Windchill Service Parts Information and Instructions add-on defines spare parts information for every product configuration and enables the automated delivery of graphical parts information throughout the product’s serviceable lifecycle.

Tuesday, May 16 - 2:50 PM - 3:20 PM

Transform your Supplier Recovery

Madhu Kunam, Sr. Director, iWarranty & SKD, PTC

How do you create, automate and/ or transform your supplier recovery processes? What we have found is that many manufacturers recover only a small percentage of warranty expenses incurred from defective supplier components, leaving you as the manufacturer to take on that cost. In a world that just continues to drive escalating costs, more of that liability will need to be covered. This leads to a higher warranty provision needing to be set aside. You can achieve this by implementing effective Supplier recovery.

Tuesday, May 16 - 3:45 PM - 4:15 PM

How Trust in Asset Data Delivers High Performance Business Outcomes

Amit Jain, Chief Product Officer, ServiceMax a PTC technology and Joseph June, SVP, Product Management, PTC

Throughout an asset's lifecycle, asset data is generated and stored in many systems: PLM, ERP, EAM, FSM, and more. Yet it is impossible for stakeholders to hone in on a single version of the truth. Many organizations struggle to centralize and maintain accurate and complete visibility of assets, leading to inaccurate data and a fragmented view of asset data. As a result, manufacturers and service providers lose the opportunity to effectively manage the asset lifecycle and mine critical data for commercial and quality-related initiatives.

ServiceMax's latest product targets this asset data challenge. See how a collaborative asset registry can provide an accurate, enriched, and more complete view of asset performance for stakeholders in development, production, and in the field.

Wednesday, May 17 - 1:00 PM - 1:30 PM

Service Lifecycle Management and Sustainability

When a customer exclaims, “we need this part or this asset fixed RIGHT NOW and can’t complete our project without it,” OEMs spring into action! When OEMs need to keep the client operational, it often means getting critical service parts and knowledgeable field service experts on the next flight, truck, or train. The total cost can be high when considering fuel consumption, transportation costs, person-hours, warehousing costs, and more. Still, with customer commitments (SLAs), the penalties for downtime can be even higher. How can OEMs use best-in-class service parts and lifecycle management technology to simultaneously improve the top-line and bottom-line performance AND contribute to corporate sustainability initiatives?

Wednesday, May 17 - 1:55 PM - 2:25 PM

Asset-Centricity: Enable Digital Transformation Across the Asset Lifecycle

Gordon Benzie, Industry Analyst Relations and Market Intelligence Director, PTC

Manufacturers and service providers of high-value, complex equipment require better visibility to asset data. These insights can drive greater efficiency and improve decision support to maximize revenue. An asset-centric approach to service management means providing the necessary support, insights, and knowledge to ensure highly complex equipment operates at full capacity. But the benefit doesn’t end there. A truly asset-centric approach be leveraged to drive enterprise-wide digital transformation initiatives to the next level. Hear how PTC's acquisition of ServiceMax has unlocked new potential attached to an asset-centric approach that connects service with product design and delivers a truly complete view of the asset lifecycle.

Wednesday, May 17 - 10:15 AM - 10:45 AM

Enable Field Service Feedback and Collaboration Across the Enterprise

Moderator: Pushpinder Toor, Arbortext, General Manager VP, PTC; Panelists: Dominic Dsouza, Senior Director ITC InfoTech, Vi Kellersohn, VP Marketing, Oberon, Reynold DeChant, Manager, Technical Publications, Steris

Critical to providing the most accurate product and service information is the ability to gather input from Subject Matter Experts (SMEs) across the enterprise, straight from the field. From engineering and product development to field service, legal, and marketing, the input of SMEs is critical to provide the most up-to-date and accurate product and service information. We are making it easier for SMEs to provide content and feedback to the Technical Documentation teams. Arbortext Web Editor and Reviewer help streamline the documentation production process to provide intelligent content that can be easily shared and reused across Product and Service documentation, support, and online resource sites.

Wednesday, May 17 - 11:10 AM - 11:40 AM

Arbortext Service Content Delivery in an Augmented Reality-Connected World

Moderator: Rob Bannerman, Arbortext Business Development & Sales, PTC; Panelists: Amit Deshpande, ITC Infotech, Anil Pandit, Steris Corporation, Brad Goldberg, Sr. Technical Writer, Toro, Amber Wright, Product Management Lead for Vuforia Studio, PTC

In today's smart connected world, service data is robust and can enable OEMs to delight customers at a grand scale. PTC does this through the digital thread where Arbortext empowers creating, managing, and delivering technical content. ThingWorx gathers the service data from smart connected products and delivers relevant insights into product usage and operation. And Vuforia provides interactive experiences, guidance, step-by-step instructions, and more. How can OEMs harness this data and information, and what are some leading strategies? This panel will discuss how Arbortext, Vuforia, ThingWorx, and other technologies coalesce and empower organizations to delight customers, including system integrator steps to success.

Wednesday, May 17 – 10:00 AM – 11:45 AM

ServiceMax Customer User Group Part II

By invitation only

Thursday, May 18 - 10:10 AM - 10:40 AM

Bring IoT and Service Together to Address Capacity and Resource Challenges

Sumair Dutta, VP, Product Marketing, PTC

Business leaders continue to struggle with having the right resources in place to support their growth objectives. IDC’s research indicates that, in response, these leaders are prioritizing a host of remote collaboration service solutions to prevent upcoming failures, reduce unnecessary service visits, and improve time to resolution when field visits are necessary. With ServiceMax and ThingWorx working better together, organizations now have the opportunity to capitalize on the premier IoT platform and leading service management solution to achieve their predictive, remote, and field service ambitions.

Agenda is subject to change.

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Welcome ServiceMax Customers and Guests

By Invitation Only

This spring, join ServiceMax at PTC’s LiveWorx event in Boston. Maximize your experience with us at LiveWorx, the event for digital transformation leaders and changemakers. Highlights include: hundreds of sessions and educational tracks to choose from; ServiceMax customer-exclusive user group; a 200k square foot industrial Xtropolis featuring the latest in technology; and many networking opportunities with leading service teams at receptions, sessions, summits, or trainings.

ServiceMax Experience at LiveWorx

Get Ready to Network!

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Service Lifecycle Management Tech Meetup

Tuesday, May 16 | 6:00-9:00 pm

Enjoy complimentary refreshments and appetizers in Boston’s Seaport District while continuing discussions with colleagues about topics covered during your day.


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