the time to transform it is now

© 2017 ServiceNow All Rights ReservedConfidentialConfidential

The Time to Transform IT is Now

Joshua LinDeaddin Edris

Going Beyond ITSM with IT Operations Management

Senior Product Marketing Manager, ITOM Senior Product Marketing Manager, ITOMServiceNow

ServiceNow

© 2017 ServiceNow All Rights Reserved 2Confidential

FY09 FY10 FY11 FY12 FY13 FY14 FY15 FY16 FY17E

The Enterprise Cloud CompanyEnterprise Cloud

Cloud-based service that modernizesand transforms the enterprise

Highly secure and available enterprise cloud

SaaS business model

NYSE: NOW

~4,800Global Employees

Major SitesSan Diego, Silicon Valley, Seattle, Amsterdam,

London, Sydney, Israel, India

$28M$64M

$128M$244M

$425M

$683M

Strong Revenue & Growth

$1.005B

$1.391B

$1.820-$1.850B


Global Enterprises in Every Industry Rely on ServiceNow

Construction Federal Financial Services Healthcare Higher Education Insurance IT Services Manufacturing Media MSPs Oil and Gas Retail Services Technology


ServiceNow Provides Cloud Services Across the Enterprise

BUSINESS APPSIT SECURITY HRCUSTOMER SERVICE

Multi-instance Secure & Compliant Scalable

Predictive Analytics

SingleDatabase

KnowledgeBase

DeveloperTools

Workflow ContextualCollaboration

ServiceCatalog

Subscription & Notification

ServicePortal

Platform

Cloud Infrastructure


Outdated Legacy Tools

Declining Customer

Satisfaction

Poor Time to Resolution

At one point we were using three different stop-gap products. They were too expensive to maintain and added very little value!

Staff is losing confidence in IT and beginning to find work-arounds such as “shadow IT” to get their work done.

Our manual processes are error-prone and extremely inefficient. It’s taking way too long to resolve incidents and deliver services!

Challenges Facing IT Service Delivery Teams


Lack of Service Visibility

SlowService Delivery

Unreliable Service

Availability

I can’t tell which systems are connected to each service.

We need to accelerate service delivery, while maintaining quality.

If a service goes down, I can’t find the cause of the outage.

Challenges Facing IT Operations Teams


Change

Discovered CIs

Events and Alerts

Service-OrientedService Management

Infrastructure-OrientedOperations Management

Service Catalog

Incident ProblemServers Applications Storage

Virtualization Cloud NetworkCMDB

Service-aware


Service-OrientedService Management

Infrastructure-OrientedOperations Management

Better Together


Automation Workflows

Change Advisory Board

Operations Analytics

Network Monitoring

Server Monitoring

Application Performance Management

Configuration Management Databases

IT Service Management

Change Management

Alerting Collaboration

Companies Invest, Outages Continue


• Proactively identifying service issues• Pinpointing disruptions• Automating remediation

Eliminate Service Outages by….


Proactively Identify Issues

Instantly see critical issues

Size, color, and tile placement reflect

business service status

Know the status of critical business services through a single dashboard


Pinpoint Disruptions

Diagnose and

remediate issues

Easily review and roll back associated changes to mapped services

Instantly determine the severity of an alert

Quickly identify the business services experiencing problems


Automate Remediation

Automate and accelerate remediation processes

Automatically remediate problems and initiate the incident process, gaining approvals as needed and continually communicating with all stakeholders through resolution


MAP BUSINESS SERVICES TO INFRASTRUCTURE

1

PRIORITIZE ISSUES AND AUTOMATE FIXES

KEEP SERVICE MAPS CURRENT

GAIN VISIBILITY INTO BUSINESS SERVICES HEALTH

2

34

5

INGEST EVENTS FROM ACROSS THE IT LANDSCAPE

How to Eliminate Service Outages


Track Faster Remediation

View average remediation times of resolved incidents

Monitor the improvement in incident remediation performance


Customer Success


IT SLAs Force Cloud Users to Look for Alternatives

Cloud Service Needs Grow

Manual IT processes can take weeks to months

DIY on Public Clouds


Compliance & Audit Issues

Introduction of Security

Risks

Inability to Control Costs

Creating Shadow IT Outside of Business Controls


• Gaining cloud service oversight• Minimizing risks• Reducing costs – simplified through

self-service

Manage Cloud Sprawl by….


Start with Simplified Self-Service Catalogs

Give users access to the cloud resources needed to get the job done

Eliminate the proliferation of non-sanctioned cloud services and put an end to shadow IT

User self-service automatically triggers provisioning process

Service catalog is agnostic to cloud provider, enabling access to public and private cloud services


Establish Good Governance and Minimize Risk

Proactively enforce consistent business policies across cloud resources regardless of the provider

Ensure configurations meet corporate standards, data is properly secured, and business continuity is maintained


Reduce Costs and Optimize Spend

Gain a consolidated view of cloud expense across the enterprise

Visualize current spend and historical trends. Attribute costs to departments, projects, or applications, and improve overall utilization

Consolidate costs from multiple cloud accounts and providers into a single dashboard

Analyze usage across compute, network, and storage to optimize spending

Customize dashboards by cost centers, cloud providers, regions, accounts, and more


LET USERS EASILY REQUEST CLOUD SERVICES

1

GAIN A UNIFIED VIEW OF COST AND

UTILIZATION

DETERMINE GUIDELINES TO PROVISION

MANAGE CLOUD SERVICE LIFECYCLE

2

34

TAKE CONTROL OF YOUR CLOUD RESOURCES

5

How to Manage Cloud Sprawl


“We’ve been impressed with how easily ServiceNow integrated into our AWS environment. We now have complete visibility and control of the cloud-based services we offer our customers – allowing us to enhance service quality while managing profitability.”

Tameem HouraniSenior Director Cloud Services NOC

Customer Success


Recap

ServiceNow ITOM + ITSM = complete solution for eliminating service outages and managing cloud sprawl

The ServiceNow difference• Cloud-first• Service-centric• Single platform

ServiceNow customers have:• Reduced service outages by 80%• Gained complete visibility and control of their cloud resources

© 2017 ServiceNow All Rights Reserved 26Confidential 26© 2016 ServiceNow All Rights ReservedConfidential 26© 2016 ServiceNow All Rights ReservedConfidential

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Joshua Lin Deaddin Edris Senior Product Marketing Manager, ITOM Senior Product Marketing Manager, ITOM ServiceNow ServiceNow

http://www.servicenow.com/solutions/prevent-service-outages.html/?cid=s:489

http://community.servicenow.com/

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