fujitsu world tour 2014 belgium servicenow
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Service Now: IT service Management On Demand Carl Wethmar, ESM Practice LeaderTRANSCRIPT
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FUJITSU WORLD TOUR 2014
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Service Now: IT service Management On Demand Carl Wethmar, ESM Practice Leader
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Agenda
IT Service Management
On Demand
ServiceNow Reference Cases
ServiceNow: IT Service Management On Demand
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IT Service Management
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What is “IT Service Management?”
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“IT service management (ITSM) refers to the implementation and management of quality information technology services. IT service management is performed by IT service providers through people, process and information technology.”
Wikipedia [http://en.wikipedia.org/wiki/ITSM]
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And what’s standing in IT’s way?
Source: “Bullwinkle on Business: Motivational Secrets of a Chief Executive Moose” by John Hoover, Ph.D.; St. Martin’s Press, 2007. (Any resemblance to any CIO is purely coincidental.)
MOOSE (per Forrester):
Maintain and Operate the IT Organization, Systems, and Equipment
MOOSE costs: as much as 72 cents of every IT budget dollar – or MORE!
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In Reality IT departments are...
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They’re dated, difficult and expensive to maintain and support
They’re fragmented & perform poorly
They require proprietary/complex technologies and skills
They’re not mobile / Social
They’re not agile or flexible
They don’t support adequate reporting
…and users hate them!
Enterprise Applications Supported by IT …
“However, New technologies enable users to build the applications they want and need”
Every business depends upon them, BUT:
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What is “IT Service Management?”
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“IT service management (ITSM) refers to the implementation and management of quality information technology services. IT service management is performed by IT service providers through people, process and information technology.”
1: IT Service Management Forum (2002). van Bon, J.. ed. IT Service Management: An Introduction. Van Haren Publishing. ISBN 90-806713-4-7
Wikipedia [http://en.wikipedia.org/wiki/ITSM]
“Providers of IT services can no longer afford to focus on technology and their internal organization;
they now have to consider the quality of the services they provide and focus on the relationship with customers.” 1
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Service Relationship Management
Inside and Outside the Enterprise
ERP/IT
Information Technology
IT Service Management
IT Operations
Help Desk
Help Desk
IT Service Management
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Requester SERVICE CATALOG
SEARCH KNOWLEDGE
COLLABORATE
SERVICE CATALOG
SEARCH KNOWLEDGE
COLLABORATE
Provider
Executives
SERVICE RECORD
> HELP
> ORDER
> CHANGE
> INFO
SERVICE-ORIENTED WORKFLOW
ASSIGN &
TRACK WORK
UPDATE
SERVICE STATUS
Service Relationship Management
APPROVALS &
NOTIFICATIONS
KPI
DASHBOARDS
BUSINESS
DASHBOARDS
REPORTING & ANALYTICS
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On Demand
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What is the meaning of “On Demand”?
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On-demand self-service is the process through which “a consumer (or any user for our purposes here) can unilaterally provision computing capabilities, such as server time and network storage, as needed automatically without requiring human interaction with each service provider”.
Source: National Institute of Standards and Technology (NIST)
On-demand self service refers to a feature of cloud computing which allows the management of one’s own services without having to communicate with a service provider
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- Fred Luddy Chief Product Officer, ServiceNow
it is not possible to solve today’s challenges with yesterday’s
technology
“
”
The On-demand world requires a new approach
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Remember this?
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“management of one’s own services”
“focus on the relationship with customers”
Add what the users want And what IT supports
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You need a Powerful Enabler:
The ServiceNow Service Automation Platform!
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ServiceNow Platform Architecture
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ServiceNow Capability
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ServiceNow Platform facilitate “On Demand”
Ideal for forms-based, workflow-driven apps
‒ and for automating custom line-of-business/shared-service processes
Custom apps leverage the foundation of all ServiceNow service management and automation applications
‒ Applications are all enabled by the same underlying platform
Modern Web 2.0 technology
‒ with social, mobile, upgrades, and integrations all built in
“ServiceNow is a robust platform for deploying processes and managing workflow, regardless of the business unit. We quickly learned the whole platform is a process automation tool. It was a lesson in thinking big, probably too big. We were aggressive and bold, but again this was a great opportunity to introduce automation that didn’t require a build-out of databases or servers.”
Gustav Hoyer, Sony Pictures Entertainment IT director © FUJITSU LIMITED 2014
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But why use ServiceNow for on demand business apps?
You have the tools now ‒ The ServiceNow Service Automation Platform
You have the skills now
‒ No “code geeks” required – your people already know JavaScript
It’s a proven solution now ‒ It’s improving ITSM and delivering business value every day
‒ In the marketplace: >60% of ServiceNow customers are already running custom applications on it
It’s not “old school,” it’s “new school” – or “now” school ‒ It’s a native, cloud-based, integrated, robust, and secure platform
‒ It enables your clients to deliver custom business apps effectively, now
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Because the ServiceNow Platform provides:
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Consolidation to a single system of record
a Consumer-like self-service experience
Extend IT’s value with custom business apps
…and evolve ITSM and transform IT and the business!
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On Demand Some thoughts on Performance; Security and Availability
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Enterprise
Department
Consumer Entertainment Shopping Communications
Sales Finance Human Resources
Enterprise IT Infrastructure Developers
Not All Clouds Are Created Equal
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SIZE & SCALE SECURITY & COMPLIANCE NOW ON NOW AVAILABILITY
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Customer Transactions per Month
3,440,000,000 327,798*
1,629,559
Avg Monthly Transactions per Customer
*Salesforce.com avg transaction volume derived from http://trust.salesforce.com/trust/status/ Dec 2, 2012 to Dec 31, 2012 divided by 100,000 customers
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ServiceNow Operations By The Numbers
5 Engineering Centers
12 Datacenters 2014
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SIZE & SCALE SECURITY & COMPLIANCE NOW ON NOW AVAILABILITY
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Nightly Build Security Testing WhiteHat
Static Code Analysis Sonarqube
Code Reviews and Training Peer and Team
Product Features Field Level Encryption, Encoded Storage
3rd Party Penetration Testing Hailstorm
3rd Party Code Inspection Isec Partners
Security Event Monitoring Splunk
Vulnerability Scanning Qualys
Perimeter Countermeasures
ISO 27001
FISMA
SSAE16
Independent Customer Audits
ServiceNow – Security Constantly Challenged and Tested
Operations 3rd Party Audits
Release Development
Defense In Depth Security Architecture
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SIZE & SCALE SECURITY & COMPLIANCE NOW ON NOW AVAILABILITY
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ServiceNow – Defining New Availability Standards
Average Uptime Percentage 99.99% Not Published Not Published 99.96%
Calculated Monthly Downtime 4 minutes Not Published Not Published 18 minutes
Recovery Time Objective (RTO)
2 hours 12 hours 12 hours Not Published
Recovery Point Objective (RPO)
1 hour 4 hours 1 hour Not Published
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Some Reference Cases
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SIZE & SCALE SECURITY & COMPLIANCE NOW ON NOW AVAILABILITY
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Custom Applications
Cloning
Provisioning
Event Monitoring
High Availability
Org Chart
Partner Mgt
Resource Sched
Product Price List
Sales Projection
Deal Mgt Purchase Req Project
Configuration Evaluator
StartNow
Training Registration
Version Entitlements
Escalation Management
Mass Incidents Mktg Requests
Conference Mgt
Mktg Assets
Speaker Mgt
Packaged Applications
Orchestration
CMDB
Asset
Catalog
IT Cost
Project
Discovery
Release
Change
Problem
Incident
Managed Documents
CMDB
Asset
Catalog
IT Cost
Discovery
Orchestration
Release
Change
IT GRC
Project
Incident
Problem
Knowledge Knowledge
SLA
Problem
Change
Incident
Knowledge
Project
Release
SDLC
Enhancement Requests
Test Suite
Problem
on
IT HR Sales Finance Engineering Customer Support Cloud Infra Services Compliance & Security Marketing
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CERN: an “enterprise city” running on ServiceNow!
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Custom ServiceNow apps: other examples
Vendor & Contract Management
Seasonal Retail Location Setup
Insurance Claims Exceptions
Credit Card Loyalty Program Management
Payroll Issue Tracking
Hotel & Car Reservations
Refinery Exception Management
New Market Rollout Rebate
Processing
Shipping Logistics
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Thank you for listening
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