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ManageCloudSprawlJourneyDocument
TableofContents
INTRODUCTION....................................................................................................................................2HOWTOMANAGECLOUDSPRAWL......................................................................................................3
CUSTOMERJOURNEY...........................................................................................................................4OUTCOMES.................................................................................................................................................4METRICS.....................................................................................................................................................5
ADOPTIONJOURNEY............................................................................................................................6
CAPABILITYROADMAP.........................................................................................................................7OVERVIEW..................................................................................................................................................7MODERNIZE................................................................................................................................................9TRANSFORM..............................................................................................................................................10INNOVATE.................................................................................................................................................11CONCLUSION.............................................................................................................................................12
PHASEDINTERACTIONS......................................................................................................................13MODERNIZE..............................................................................................................................................13TRANSFORM..............................................................................................................................................14INNOVATE.................................................................................................................................................15
HIGHLEVELINTEGRATIONSARCHITECTURE........................................................................................16
CUSTOMERJOURNEY–DELIVERY.......................................................................................................17
NEXTSTEPS........................................................................................................................................18
Introduction
ThisdocumentisanoverviewoftheServiceNowreferencearchitectureforthejourneyrelatedtomanagingcloudsprawl.ThisdocumentshouldbeusedasaframeworktoassistwithdeterminingthestepstomatureyouruseoftheServiceNowplatformcapabilities.Thisdocumentincludestheanswerstoaseriesof‘how’questions:
• Howtomanagecloudsprawlattheexecutivelevel• Howtoachievetheoutcomesintheexecutiveoverviewofhowtomanagecloudsprawl• Howtomeasuretoensureoutcomesintheexecutiveoverviewofhowtomanagecloud
sprawlareachieved• Howtoincreaseadoptionthroughtheoutcomesmeasuredforachievementinthe
executiveoverviewofhowtomanagecloudsprawl• Howtoimplementtheappropriatecapabilitiestoincreaseadoptionthroughthe
outcomesmeasuredforachievementintheexecutiveoverviewofhowtomanagecloudsprawlthrougheachphaseofthejourney
• Howtotechnicallyconfiguretheappropriatecapabilitiesimplementedtoincreaseadoptionthroughtheoutcomesmeasuredforachievementintheexecutiveoverviewofhowtomanagecloudsprawlthrougheachphaseofthejourney
• Howtoarchitectthetechnicalconfigurationsoftheappropriatecapabilitiesimplementedtoincreaseadoptionthroughtheoutcomesmeasuredforachievementintheexecutiveoverviewofhowtomanagecloudsprawlthrougheachphaseofthejourney
• Howtocoordinatewithexpertstoassistwith:o Architectingthetechnicalconfigurationsoftheappropriatecapabilities
1©2017ServiceNowAllRightsReserved Confidential
ManageCloudSprawlReferenceArchitecture
o Implementingtoincreaseadoptiono Measuringachievementofoutcomeso Managingcloudsprawl
Formoreinformationortogetapersonalizedpresentationonhowthisappliestoyourorganization,reachouttoyourServiceNowAccountteam.Ifyouaren’tsurewhotoreachoutto,gotohttps://www.servicenow.com/contact-us.html,andclickonsalestofindtheofficenearestyou.
HowtoManageCloudSprawl
The“Howto”diagramaboveillustratesthemulti-stepprocess,focusingonthecorefunctionalareasandunderstandingwhereinteractionsandintegrationsarerequired.------------------------------------Thestepsshownareasfollows:
1. Accesscloudresourcesthroughasimpletousewebinterface.2. ITpoliciesandconfigurationsareautomaticallyapplied.3. Simplifycloudresourcemanagementwhileintegratingwithapprovalsorautomation
workflows.4. Knowthecostofcloudresourcesfrommultipleaccountsandprovidersviaasingle
dashboard.5. Provideuserswhattheyneedwhentheyneedittomitigatecloudsprawl,reducerisk,
andincreasebusinessspeed.
3©2017ServiceNowAllRightsReserved Confidential
MarketingMessageManageCloudSprawl
LETUSERSEASILYREQUESTCLOUDSERVICES
1
GAINAUNIFIEDVIEWOFCOSTAND
UTILIZATION
DETERMINEGUIDELINESTOPROVISION
MANAGECLOUDSERVICELIFECYCLE
2
34
TAKECONTROLOFYOURCLOUDRESOURCES
5
CustomerJourneyOutcomes
Uponreviewingtheabovehow-todocument,manyorganizationsmayask,“Yes,buthowdoIachievethoseoutcomes?”Inordertodoso,theCustomerJourneyisathree-phaseprogression(ModernizetoTransformtoInnovate)deliveringbusinessvalueviaoutcomesbyemployingproductcapabilitiesphasebyphase.Theimageabovedisplaysathree-phasematuritymodel:‘Modernize’to‘Transform’to‘Innovate,’whichisrealizedasaprogressionthroughthreephasesfocusedonauniquesetofconsumerstodeliverspecificbusinessvalueviaasetoftargetedoutcomes.Thecapabilitiesidentifiedrepresentkeyelementsofthesoftwareleveragedtorealizethisbusinessvalue.Thethreephasesareasfollows:
• Modernize:Insighto Gaincloudserviceoversightbasedoncompanypolicyo Providecosttransparencyo Standardizecomplianceandcontrolo Commonoperatingmodel
• Transform:SelfService&Guidanceo Acceleratespeedtodeliverythroughself-service,approvals,anddeployment
automationo Standardizedeploymentsacrosspublicandprivatecloud
6©2017ServiceNowAllRightsReserved Confidential
MINDSET
CONSUMER
PHASE
BUSINESSVALUE
CAPABILITIES
OUTCOMES
CustomerJourney- OutcomesManageCloudSprawl
MODERNIZE TRANSFORM INNOVATEITServiceStaff WorkloadProducers AllCloudConsumers
VISIBILITY AGILITY EXCELLENCE
Insight SelfService&Guidance OperationalExcellence
Financial Portal Mobile Analytics BusinessAlignment ITEvents OrchestrationDiscovery Incident Change
=
• Gaincloudserviceoversightbasedoncompanypolicy• Providecosttransparency• Standardizecomplianceandcontrol• Commonoperatingmodel
CONTROL
• Acceleratespeedtodeliverythroughselfservice,approvals,anddeploymentautomation
• Standardizedeploymentsacrosspublicandprivatecloud
• Realizecompliancethroughsimplification• Provideconsistentworkloaddeployment• Increasecountofstandardizedserviceofferings
ELEVATE
• Improveworkloadplacementbasedonworkloadcharacteristics• Intelligentdecisions• Reducesecurityriskwhileimprovingpolicycompliance
TRANSFORM
o Realizecompliancethroughsimplificationo Provideconsistentworkloaddeploymento Increasecountofstandardizedserviceofferings
• Innovate:OperationalExcellenceo Improveworkloadplacementbasedonworkloadcharacteristicso Intelligentdecisionso Reducesecurityriskwhileimprovingpolicycompliance
Metrics
Aspreviouslystated,theCustomerJourneyisathree-phaseprogressionfromModernizetoTransformtoInnovate.Onceorganizationsareawareoftheprogressionandrequirements,theymayask,“Yes,buthowdoImeasureachievementoftheseoutcomes?”Inordertoensurethismeasurement:
• Organizationsmovethroughthesephasesthroughmeasurementsandmetrics,usingappropriateKeyPerformanceIndicators.
• ThebelowareacatalogofKPIsthatprovideameasuringstickforprogressionacrossthedifferentphasesoftheJourneythatwerecompiledfromServiceNowcustomers,partners,andServiceNow’sexpertsinthefield.
TheKPIsnecessarytonavigatethroughthephasesareasfollows:
• Modernize:Insighto Timetovisibilityofpublicandprivatecloudinventory
7©2017ServiceNowAllRightsReserved Confidential
MINDSET
CONSUMER
PHASE
BUSINESSVALUE
CAPABILITIES
METRICS
CustomerJourney- MetricsManageCloudSprawl
MODERNIZE TRANSFORM INNOVATEITServiceStaff WorkloadProducers AllCloudConsumers
VISIBILITY AGILITY EXCELLENCE
Insight SelfService&Guidance OperationalExcellence
Financial Portal Mobile Analytics BusinessAlignment ITEvents OrchestrationDiscovery Incident Change
=
• Timetovisibilityofpublicandprivatecloudinventory• %Cloudresourcewithcostinformation• Timetovisibilityofcloudresourcecompliance
CONTROL
• TimetoProvisionCloudResources• %ofcompliantcloudresources• Reductioninnoncompliantresources• CountofStandardizedServicesOffered
ELEVATE
• Reductionindata/applicationssittinginnon-compliantlocations• Reductioninunauthorizedchangesmadetoapplicationsonpublic&privateclouds• Costsavingsonpubliccloudbasedonthereports&recommendations
TRANSFORM
o &Cloudresourcewithcostinformationo timetovisibilityofcloudresourcecompliance
• Transform:SelfService&Guidanceo Timetoprovisioncloudresourceso %ofcompliantcloudresourceso countofstandardizedservicesoffered
• Innovate:OperationalExcellenceo Reductionindata/applicationssittinginnon-compliantlocationso Reductioninunauthorizedchangesmadetoapplicationsonpublic&private
cloudso Costsavingsonpubliccloudbasedonthereports&recommendations
AdoptionJourney
Onceorganizationsareabletomeasureforachievement,theymayask,“Yes,buthowdoIensurethesesolutionsareadopted?”Theadoptionjourneyrepresentsthestep-by-stepprogressionofactivitiesfromphasecommencementtofulluseradoptionforthephase.Activitiestypicallycommencedperphaseareindicatedbycoloredcheckmark.EachoftheServiceNowsolutionsprovideamulti-step,prescriptiveapproach,toadoptingthesolution.
1. Step1–Collect&Inventorya. Collectandinventoryallcloudassetsacrossallproviders
8©2017ServiceNowAllRightsReserved Confidential
TheAdoptionJourneyManageCloudSprawl
Collect&Inventory
ü Collectand
Inventoryallcloud
assetsacrossall
providers
ü Relateassetsto
businessservices
ü RelateCIsto
businessowners
CloudBudget CloudServicesCloudUtilization
ü BuildCMDBand
BudgetRequest
Catalogue
ü Buildnon-compliant
VMreports
ü Buildbudgetvsspend
trackingreports
ü Buildsavingsreport
ü Definecloud
utilizationthresholds
ü Buildutilization
reportsforcloud
providers
ü Buildutilization
reportsbasedon
businessservice
ü Understandcloud
servicelifecycle
trends
ü Buildreporttotrack
cloudCI’sin
individualbusiness
services
ü Buildreportto
compareprivatevs
publiccloudper
businessservice
ü Buildreportto
comparePrivate-
PublicCloud
ü Buildutilization
reportsforCloud
Providers
Dashboards&APIs
ü Buildbootstrapweb
pages
ü DesigncustomAPIs
tosupportdata
retrievalandfeed
reporting
ü Designwebpages
leveragingcustom
APItopresentdata
ü ModernizePhase ü TransformPhase ü InnovatePhase
STEP1 STEP2 STEP3 STEP4 STEP5
b. Relateassetstobusinessservicesc. RelateCIstobusinessowners
2. Step2–CloudBudgeta. BuildCMDBandbudgetrequestcatalogb. Buildnon-compliantVMreportsc. Buildbudgetvsspendtrackingreportsd. Buildsavingsreports
3. Step3–CloudUtilizationa. Definecloudutilizationthresholdsb. Buildutilizationreportsforcloudprovidersc. Buildutilizationrepotsbasedonbusinessserviced. Understandcloudservicelifecycletrends
4. Step4–CloudServicesa. BuildrepottotrackcloudCIsinindividualbusinessservicesb. Buildrepottocompareprivatevspubliccloudperbusinessservicec. BuildreporttocomparePrivate-PublicCloud
5. Step5–Dashboards&APIsa. Buildbootstrapwebpagesb. DesigncustomAPIstosupportdataretrievalandfeedreportingc. DesignwebpagesleveragingcustomAPItopresentdata
CapabilityRoadmapOverview
9©2017ServiceNowAllRightsReserved Confidential
CapabilityRoadmapManageCloudSprawl
CLOUDINFRASTRUCTURE
PLATFORM
SERVICEMANAGEMENT
BUSINESSMANAGEMENT
ENGAGEMENTAND
EXPERIENCE
INTEGRATIONSANDSYSTEMSOFRECORD
SECURITYMANAGEMENT
OPERATIONSMANAGEMENT APPLICATIONDEVELOPMENTANALYTICS
SECURITYINCIDENT
VULNERABILITYRESPONSE
REPORTING
PERFORMANCEANALYTICS
AGILEDEVELOPMENT
DEVELOPMENTENVIRONMENT
TESTMANAGEMENT
HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE
CATALOG
PORTAL
REQUEST
MOBILE
ODBC
MIDSERVER
REST
WEBSERVICES
HR LEGAL FACILITIES CUSTOMERSERVICE
FIELDSERVICES
ENGAGEMENTAND
EXPERIENCE
BUSINESSMANAGEMENT
INTEGRATIONS&SYSTEMSOF
RECORD
SECURITYOPERATIONS SERVICEMANAGEMENT
OPERATIONSMANAGEMENT ANALYTICS APPLICATIONDEVELOPMENT
PLATFORM
CLOUDINFRASTRUCTURE
DISCOVERY
ORCHESTRATION EVENTMANAGEMENT
SERVICEMAPPING
CLOUDMANAGEMENT
PROBLEM INCIDENT CHANGE CMDB SLAMGMT RELEASE ASSET
THREATINTELLIGENCE
FINANCE MARKETING
DEMANDMANAGEMENT
GOVERNANCE,RISK&COMPLIANCE
PROJECT&PORTFOLIO
RESOURCEMANAGEMENT
FINANCIALMANAGEMENT
VENDORMANAGEMENT
APPLICATIONPORTFOLIO
KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES
TIMETRACKING
OPENFRAME
Afterensuringadoptionoftheoutcomes,organizationsmayask,“Yes,buthowdoIdeterminewhichcapabilitiesarenecessarytoachievetheseoutcomes?”Thestepsoutlinedabove,whencombinedwiththeJourneyapproach,willalloworganizationstounderstandhowtoimplementandgetvaluefromthesolution.However,whichcapabilitiesarereallybeingusedintheoverallsolution?ThisvisualizationgroupsthecapabilitiesoftheServiceNowportfoliointoconsumableareas.Fromthebottomup
• TheCloudInfrastructurethatServiceNowmaintainsisatthecoreofdeliveringafault-tolerantandhighlyavailablesystem.
• ThePlatform,whichencompassesmuchmorethanwecanarticulateonasingleslide,deliverscorefunctionalityacrosseveryapplicationintheportfolio,fromKnowledgeManagementtoOpenFrameasaconduitforCallintegrations.Movingupwards,webegintoleveragethatplatformforkeyapplicationandmanagementareasthatenablemoreandmorecapabilityintotheenvironment.
• OperationsManagementisfocusedonenhancingandenablingtheoperationalaspectstoincludeEventenrichment,CloudOperationsandAutomation.
• Analyticslooksatbothreportinganddrivingamoreperformance-basedapproachtovisualizingandmanagingbasedoninsights.
• ApplicationDevelopmentprovidesanecosystemtoenableamoreagileandeffectiveapplicationdevelopmentframeworkonthePlatform.Thiscapabilityisutilizedbothforbuildingbusinessapplications,aswellasmanagingtheconfigurationoftheportfolioitself.
• ServiceManagementencompassesthecoreofITServiceManagement,aswellasEnterpriseServiceManagementareas,likeHumanResources,CustomerService,Facilities,etc.
• SecurityOperationsistheareaoftheportfoliothatenablesorganizationstodetectanderadicatesecurity-relatedrisksinastandardizedandgovernedmanner.
• BusinessManagementareahighlightscapabilitiesaroundmanagingthebusinesselementsthatimpacttheorganization.Thisisfocusedonmanagingportfolios,resources,andoverallgovernanceoftheenvironment.
• EngagementandExperienceareasontheleft,includehowconsumersinteractwiththecapabilitiesontheplatform.
• Ontherightside,it’sabouttheexternalizedintegrationsintosystemsofaction,reference,andofrecord.
Modernize
IntheModernizePhase,highlightedintheorangeboxes,organizationsbegintoimplementfoundationalcomponentstodeliverontheoverallrequirements.Thisphasefocusesontheinitialcapabilitiesrequiredtomanagecloudsprawl.Thesefoundationalcapabilitiesincludethefollowingfromeachofthefunctions:
• ServiceManagemento Problemo Incidento CMDBo Asset
• OperationsManagemento Discoveryo CloudManagement
• Platformo Knowledge
• CloudInfrastructureo HighlyAvailableo PairedDataCenterso FaultTolerance
• Integrations&SystemsofRecordo WebServiceso MidServero REST
10©2017ServiceNowAllRightsReserved Confidential
CapabilityRoadmapManageCloudSprawl
CLOUDINFRASTRUCTURE
PLATFORM
SERVICEMANAGEMENT
BUSINESSMANAGEMENT
ENGAGEMENTAND
EXPERIENCE
INTEGRATIONSANDSYSTEMSOFRECORD
SECURITYMANAGEMENT
OPERATIONSMANAGEMENT APPLICATIONDEVELOPMENTANALYTICS
SECURITYINCIDENT
VULNERABILITYRESPONSE
REPORTING
PERFORMANCEANALYTICS
AGILEDEVELOPMENT
DEVELOPMENTENVIRONMENT
TESTMANAGEMENT
HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE
CATALOG
PORTAL
REQUEST
MOBILE
ODBC
HR LEGAL FACILITIES CUSTOMERSERVICE
FIELDSERVICES
ENGAGEMENTAND
EXPERIENCE
BUSINESSMANAGEMENT
INTEGRATIONS&SYSTEMSOF
RECORD
SECURITYOPERATIONS SERVICEMANAGEMENT
OPERATIONSMANAGEMENT ANALYTICS APPLICATIONDEVELOPMENT
PLATFORM
CLOUDINFRASTRUCTURE
ORCHESTRATION EVENTMANAGEMENT
SERVICEMAPPING
CHANGE SLAMGMT RELEASE
THREATINTELLIGENCE
FINANCE MARKETING
DEMANDMANAGEMENT
GOVERNANCE,RISK&COMPLIANCE
PROJECT&PORTFOLIO
RESOURCEMANAGEMENT
FINANCIALMANAGEMENT
VENDORMANAGEMENT
APPLICATIONPORTFOLIO
COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES
TIMETRACKING
OPENFRAME
LEGEND
NOTINSCOPE
Leveraged
LEGENDMODERNIZE
NOTINSCOPE
MIDSERVER
REST
WEBSERVICES
DISCOVERY
CLOUDMANAGEMENT
PROBLEM INCIDENT CMDB ASSET
KNOWLEDGE
ThereisaforcemultiplierasitrelatestoServiceNow’soverallsolutionset.Theuseofcoreplatformfunctionality,suchasreporting,workflow,aswellastheCloudinfrastructure,deliversamoreenhancedsolutiontodeliverontheCloudManagementapproach.Transform
IntheTransformphaseoftheJourney,organizationsbegintotakeadvantageofmoreandmoreplatformcapabilities.TheybegintoaddadditionalAnalyticsandIntelligenceintheoverallprocess.Thisphasefocusesonthetransformationalcapabilitiesrequiredtomanagecloudsprawl.Thesefoundationalcapabilitiesincludethefollowingfromeachofthefunctions:
• EngagementandExperienceo Mobileo Portalo Catalogo Request
• ServiceManagemento Change
• Analyticso Reporting
11©2017ServiceNowAllRightsReserved Confidential
CapabilityRoadmapManageCloudSprawl
CLOUDINFRASTRUCTURE
PLATFORM
SERVICEMANAGEMENT
BUSINESSMANAGEMENT
ENGAGEMENTAND
EXPERIENCE
INTEGRATIONSANDSYSTEMSOFRECORD
SECURITYMANAGEMENT
OPERATIONSMANAGEMENT APPLICATIONDEVELOPMENTANALYTICS
SECURITYINCIDENT
VULNERABILITYRESPONSE
PERFORMANCEANALYTICS
AGILEDEVELOPMENT
DEVELOPMENTENVIRONMENT
TESTMANAGEMENT
HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE
ODBC
HR LEGAL FACILITIES CUSTOMERSERVICE
FIELDSERVICES
ENGAGEMENTAND
EXPERIENCE
BUSINESSMANAGEMENT
INTEGRATIONS&SYSTEMSOF
RECORD
SECURITYOPERATIONS SERVICEMANAGEMENT
OPERATIONSMANAGEMENT ANALYTICS APPLICATIONDEVELOPMENT
PLATFORM
CLOUDINFRASTRUCTURE
ORCHESTRATION EVENTMANAGEMENT
SERVICEMAPPING
SLAMGMT RELEASE
THREATINTELLIGENCE
FINANCE MARKETING
DEMANDMANAGEMENT
GOVERNANCE,RISK&COMPLIANCE
PROJECT&PORTFOLIO
RESOURCEMANAGEMENT
FINANCIALMANAGEMENT
VENDORMANAGEMENT
APPLICATIONPORTFOLIO
COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES
TIMETRACKING
OPENFRAME
LEGEND
NOTINSCOPE
Leveraged
LEGENDMODERNIZE
NOTINSCOPE
MIDSERVER
REST
WEBSERVICES
DISCOVERY
CLOUDMANAGEMENT
PROBLEM INCIDENT CMDB ASSET
KNOWLEDGE
REPORTING
CATALOG
PORTAL
REQUEST
MOBILE CHANGE
TRANSFORM
Innovate
IntheInnovatePhase,organizationsnowhaveafirmfoundationofInsightandOperationaleffectiveness.Thisphasefocusesontheinnovativecapabilitiesrequiredtomanagecloudsprawl.Thesefoundationalcapabilitiesincludethefollowingfromeachofthefunctions:
• BusinessManagemento Governance,Risk&Compliance
• OperationsManagemento ServiceMappingo EventManagement
• Analyticso PerformanceAnalytics
• Platformo BusinessRuleso Workflow
12©2017ServiceNowAllRightsReserved Confidential
CapabilityRoadmapManageCloudSprawl
CLOUDINFRASTRUCTURE
PLATFORM
SERVICEMANAGEMENT
BUSINESSMANAGEMENT
ENGAGEMENTAND
EXPERIENCE
INTEGRATIONSANDSYSTEMSOFRECORD
SECURITYMANAGEMENT
OPERATIONSMANAGEMENT APPLICATIONDEVELOPMENTANALYTICS
SECURITYINCIDENT
VULNERABILITYRESPONSE
AGILEDEVELOPMENT
DEVELOPMENTENVIRONMENT
TESTMANAGEMENT
HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE
ODBC
HR LEGAL FACILITIES CUSTOMERSERVICE
FIELDSERVICES
ENGAGEMENTAND
EXPERIENCE
BUSINESSMANAGEMENT
INTEGRATIONS&SYSTEMSOF
RECORD
SECURITYOPERATIONS SERVICEMANAGEMENT
OPERATIONSMANAGEMENT ANALYTICS APPLICATIONDEVELOPMENT
PLATFORM
CLOUDINFRASTRUCTURE
ORCHESTRATION
SLAMGMT RELEASE
THREATINTELLIGENCE
FINANCE MARKETING
DEMANDMANAGEMENT
PROJECT&PORTFOLIO
RESOURCEMANAGEMENT
FINANCIALMANAGEMENT
VENDORMANAGEMENT
APPLICATIONPORTFOLIO
COLLABORATION NOTIFICATION ON-CALLTIMETRACKING
OPENFRAME
LEGEND
NOTINSCOPE
Leveraged
LEGENDMODERNIZE
NOTINSCOPE
MIDSERVER
REST
WEBSERVICES
DISCOVERY
CLOUDMANAGEMENT
PROBLEM INCIDENT CMDB ASSET
KNOWLEDGE
REPORTING
CATALOG
PORTAL
REQUEST
MOBILE CHANGE
TRANSFORM
PERFORMANCEANALYTICS
EVENTMANAGEMENT
SERVICEMAPPING
GOVERNANCE,RISK&COMPLIANCE
WORKFLOWBUSINESSRULES
INNOVATE
Conclusion
Buildingonthepreviousimages,organizationscanseetheevolutionofcapabilitiesneededtodrivethissolution,fromModernize,toTransform,toInnovate.Thisphasefocusesonthefinalcapabilitiesrequiredtomanagecloudsprawlthroughcommoninteractions.Thesefoundationalcapabilitiesincludethefollowingfromeachofthefunctions:
• BusinessManagemento FinancialManagement
• Extensionso CommonInteractions
13©2017ServiceNowAllRightsReserved Confidential
CapabilityRoadmapManageCloudSprawl
CLOUDINFRASTRUCTURE
PLATFORM
SERVICEMANAGEMENT
BUSINESSMANAGEMENT
ENGAGEMENTAND
EXPERIENCE
INTEGRATIONSANDSYSTEMSOFRECORD
SECURITYMANAGEMENT
OPERATIONSMANAGEMENT APPLICATIONDEVELOPMENTANALYTICS
SECURITYINCIDENT
VULNERABILITYRESPONSE
REPORTING
PERFORMANCEANALYTICS
AGILEDEVELOPMENT
DEVELOPMENTENVIRONMENT
TESTMANAGEMENTCATALOG
PORTAL
REQUEST
MOBILE
ODBC
MIDSERVER
REST
WEBSERVICES
HR LEGAL FACILITIES CUSTOMERSERVICE
FIELDSERVICES
ENGAGEMENTAND
EXPERIENCE
BUSINESSMANAGEMENT
INTEGRATIONS&SYSTEMSOF
RECORD
SECURITYOPERATIONS SERVICEMANAGEMENT
OPERATIONSMANAGEMENT ANALYTICS APPLICATIONDEVELOPMENT
PLATFORM
CLOUDINFRASTRUCTURE
DISCOVERY
ORCHESTRATION EVENTMANAGEMENT
SERVICEMAPPING
CLOUDMANAGEMENT
PROBLEM INCIDENT CHANGE CMDB SLAMGMT RELEASE ASSET
THREATINTELLIGENCE
FINANCE MARKETING
EXTENSIONS
COMMONINTERACTIONS`
LEGEND
NOTINSCOPE
Leveraged
LEGENDMODERNIZETRANSFORMINNOVATENOTINSCOPE
DEMANDMANAGEMENT
GOVERNANCE,RISK&COMPLIANCE
PROJECT&PORTFOLIO
RESOURCEMANAGEMENT
FINANCIALMANAGEMENT
VENDORMANAGEMENT
APPLICATIONPORTFOLIO
KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES
TIMETRACKING
OPENFRAME
HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE
PhasedInteractionsModernize
Buildingontheformatinthepreviousimages,thenextfewdiagramswillhighlightinteractionsamongcapabilitiesandareas.Thisshouldprovideaclearerpictureofwhat’shappeningbetweenthosecomponentsateachphaseoftheJourney.Eachlineintheabovediagramrepresentsdatainteractionsbetweencapabilities,andtheblackboxesidentifywhatthoseinteractionsenablefortheorganization.Theseinteractionsareasfollows:
• IncidentstoProblemo Incidento Problem
• IncidentsagainstCIso Incidento CMDB
• CMDBPublishAssetInventoryo CMDBo Asset
• InventoryPopulationo Grouping1
§ Discovery§ CMDB
o Grouping2§ CloudManagement
14©2017ServiceNowAllRightsReserved Confidential
PhasedInteractionsManageCloudSprawl
CLOUDINFRASTRUCTURE
PLATFORM
SERVICEMANAGEMENT
BUSINESSMANAGEMENT
ENGAGEMENTAND
EXPERIENCE
INTEGRATIONSANDSYSTEMSOFRECORD
SECURITYMANAGEMENT
OPERATIONSMANAGEMENT APPLICATIONDEVELOPMENTANALYTICS
SECURITYINCIDENT
VULNERABILITYRESPONSE
REPORTING
PERFORMANCEANALYTICS
AGILEDEVELOPMENT
DEVELOPMENTENVIRONMENT
TESTMANAGEMENTCATALOG
PORTAL
REQUEST
MOBILE
ODBC
MIDSERVER
REST
WEBSERVICES
HR LEGAL FACILITIES CUSTOMERSERVICE
FIELDSERVICES
ENGAGEMENTAND
EXPERIENCE
BUSINESSMANAGEMENT
INTEGRATIONS&SYSTEMSOF
RECORD
SECURITYOPERATIONS SERVICEMANAGEMENT
OPERATIONSMANAGEMENT ANALYTICS APPLICATIONDEVELOPMENT
PLATFORM
CLOUDINFRASTRUCTURE
DISCOVERY
ORCHESTRATION EVENTMANAGEMENT
SERVICEMAPPING
CLOUDMANAGEMENT
PROBLEM INCIDENT CHANGE CMDB SLAMGMT RELEASE ASSET
THREATINTELLIGENCE
FINANCE MARKETING
DEMANDMANAGEMENT
GOVERNANCE,RISK&COMPLIANCE
PROJECT&PORTFOLIO
RESOURCEMANAGEMENT
FINANCIALMANAGEMENT
VENDORMANAGEMENT
APPLICATIONPORTFOLIO
KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES
TIMETRACKING
OPENFRAME
EXTENSIONS
COMMONINTERACTIONS`
HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE
LEGENDMODERNIZE
REST
MIDSERVER
WEBSERVICESASSETCMDBINCIDENT
DISCOVERY
CLOUDMANAGEMENT
InventoryPopulation
InventoryPopulation
CMDBPublishAssetInventory
KNOWLEDGE
IncidentsagainstCIsIncidentstoProblem
PROBLEM
§ CMDBTransform
Thetransformphasebuildsuponthecapabilitiesavailableinthemodernizephasewithinteractionsandadditionalvalueelementstodelivertheoverallsolution.Atthispoint,organizationsstarttoseemoreinherentcollaboration,technologyintegrations,andbetteroverallvisibility.Eachlineintheabovediagramrepresentsdatainteractionsbetweencapabilities,andtheblackboxesidentifywhatthoseinteractionsenablefortheorganization.Theseinteractionsareasfollows:
• RequesttoIncidento Portalo Incidento CloudManagement
• RequesttoChangeo Portalo Changeo CloudManagement
• CMDBUpdateso CloudManagemento CMDB
• CloudReporting
15©2017ServiceNowAllRightsReserved Confidential
PhasedInteractionsManageCloudSprawl
CLOUDINFRASTRUCTURE
PLATFORM
SERVICEMANAGEMENT
BUSINESSMANAGEMENT
ENGAGEMENTAND
EXPERIENCE
INTEGRATIONSANDSYSTEMSOFRECORD
SECURITYMANAGEMENT
OPERATIONSMANAGEMENT APPLICATIONDEVELOPMENTANALYTICS
SECURITYINCIDENT
VULNERABILITYRESPONSE
REPORTING
PERFORMANCEANALYTICS
AGILEDEVELOPMENT
DEVELOPMENTENVIRONMENT
TESTMANAGEMENTCATALOG
PORTAL
REQUEST
MOBILE
ODBC
MIDSERVER
REST
WEBSERVICES
HR LEGAL FACILITIES CUSTOMERSERVICE
FIELDSERVICES
ENGAGEMENTAND
EXPERIENCE
BUSINESSMANAGEMENT
INTEGRATIONS&SYSTEMSOF
RECORD
SECURITYOPERATIONS SERVICEMANAGEMENT
OPERATIONSMANAGEMENT ANALYTICS APPLICATIONDEVELOPMENT
PLATFORM
CLOUDINFRASTRUCTURE
DISCOVERY
ORCHESTRATION EVENTMANAGEMENT
SERVICEMAPPING
CLOUDMANAGEMENT
PROBLEM INCIDENT CHANGE CMDB SLAMGMT RELEASE ASSET
THREATINTELLIGENCE
FINANCE MARKETING
DEMANDMANAGEMENT
GOVERNANCE,RISK&COMPLIANCE
PROJECT&PORTFOLIO
RESOURCEMANAGEMENT
FINANCIALMANAGEMENT
VENDORMANAGEMENT
APPLICATIONPORTFOLIO
KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES
TIMETRACKING
OPENFRAME
EXTENSIONS
COMMONINTERACTIONS`
HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE
LEGEND
TRANSFORMMODERNIZE
REPORTING
CHANGEMOBILE
PORTAL
CATALOG
REQUEST
CLOUDMANAGEMENT
INCIDENT CMDB
CMDBUpdates
RequesttoIncident
RequesttoChange
CloudReporting
o CloudManagemento Reporting
Innovate
IntheInnovatephasetheinteractionsarekeytofinalizingthedeliveredsolution.Thisroundsouttheoverallapproachandsolutiondesign.Eachlineintheabovediagramrepresentsdatainteractionsbetweencapabilities,andtheblackboxesidentifywhatthoseinteractionsenablefortheorganization.Theseinteractionsareasfollows:
• DriveCloudComplianceo Governance,Risk&Complianceo CloudManagement
• BusinessServiceDefinitionso ServiceMappingo CloudManagement
• CloudReportingo CloudManagemento EventManagemento PerformanceAnalytics
• BusinessRulestoDriveCompliancePolicieso CloudManagemento BusinessRules
16©2017ServiceNowAllRightsReserved Confidential
PhasedInteractionsManageCloudSprawl
CLOUDINFRASTRUCTURE
PLATFORM
SERVICEMANAGEMENT
BUSINESSMANAGEMENT
ENGAGEMENTAND
EXPERIENCE
INTEGRATIONSANDSYSTEMSOFRECORD
SECURITYMANAGEMENT
OPERATIONSMANAGEMENT APPLICATIONDEVELOPMENTANALYTICS
SECURITYINCIDENT
VULNERABILITYRESPONSE
REPORTING
PERFORMANCEANALYTICS
AGILEDEVELOPMENT
DEVELOPMENTENVIRONMENT
TESTMANAGEMENTCATALOG
PORTAL
REQUEST
MOBILE
ODBC
MIDSERVER
REST
WEBSERVICES
HR LEGAL FACILITIES CUSTOMERSERVICE
FIELDSERVICES
ENGAGEMENTAND
EXPERIENCE
BUSINESSMANAGEMENT
INTEGRATIONS&SYSTEMSOF
RECORD
SECURITYOPERATIONS SERVICEMANAGEMENT
OPERATIONSMANAGEMENT ANALYTICS APPLICATIONDEVELOPMENT
PLATFORM
CLOUDINFRASTRUCTURE
DISCOVERY
ORCHESTRATION EVENTMANAGEMENT
SERVICEMAPPING
CLOUDMANAGEMENT
PROBLEM INCIDENT CHANGE CMDB SLAMGMT RELEASE ASSET
THREATINTELLIGENCE
FINANCE MARKETING
DEMANDMANAGEMENT
GOVERNANCE,RISK&COMPLIANCE
PROJECT&PORTFOLIO
RESOURCEMANAGEMENT
FINANCIALMANAGEMENT
VENDORMANAGEMENT
APPLICATIONPORTFOLIO
KNOWLEDGE COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES
TIMETRACKING
OPENFRAME
EXTENSIONS
COMMONINTERACTIONS`
HIGHLYAVAILABLE PAIREDDATA-CENTERS FAULTTOLERANCE
LEGEND
TRANSFORMMODERNIZE
INNOVATE
PERFORMANCEANALYTICS
EVENTMANAGEMENT
SERVICEMAPPING
CLOUDMANAGEMENT
GOVERNANCE,RISK&COMPLIANCE
WORKFLOWBUSINESSRULES
DriveCloudCompliance
BusinessServiceDefinition
BusinessRulestoDriveCompliancePolicies
CloudReporting
HighLevelIntegrationsArchitecture
Onceorganizationsunderstandtheinteractionsrequiredbetweencapabilitiestomanagecloudsprawl,theymaysay“Yes,buthowdowebuildintegrationswithexternalsystemstoarchitectforsuccess?”Ineverysolution,thereisthepotentialforexternalintegrationsintosystemsofreferenceorrecordthatprovideadditionalcapabilitiesnotfoundontheplatform.Theintegrationsarelinkedtotheircorecapability,andexternalsystemsaredenotedoutsideofthePlatformCloudecosystem.
CustomerJourney–Delivery
Finally,onceorganizationsknowhowtoimplementintegrationstoensuretheproperarchitecture,theymaysay“Yes,buthowdowefindtheappropriatetechnicalresourcestoassistwiththeseimplementations?”ServiceNowcustomerscanlooktoServiceNow’sProfessionalServicesteamtospeaktohowtheycanassistinensuringtheorganizationisabletocomealongforthejourney.ServiceNowhascreatedprescriptiveapproachestodeliveringthedefinedsolutioninaphasedapproach.
• EachphaseoftheCustomerjourneyincludeso AsetofConsultingapproachesfocusedonreadiness,assessment,andprocess
implementationo Implementationservicesforapplicationandcapabilityintegrationso Trainingtoeducateusers,operators,andteamsonhowtousethetechnologyto
achievetheagreeduponoutcomes§ ServiceNowoffersasetofprescriptivetrainingclassesforHR
administratorsandagents,aswellasdifferentoperators§ Duringeachphase,therewillbespecifictrainingelementstohelp
organizationsgetthemostvaluefromthesolution.• IntheTransformphase,trainingaroundPerformanceAnalytics
willhelpthemgetthemostfromdashboardsandmeasurementreportingontheappropriateKPIs.
• IntheInnovatephase,ProfessionalServiceswilladdOrchestrationtrainingtohelpteamscreateintegratedand
18©2017ServiceNowAllRightsReserved Confidential
CustomerJourney- DeliveryManageCloudSprawl
CAPABILITIES
PHASE
MINDSET
IMPLEMENT
CONSULTING
TRAINING
MODERNIZE
VISIBILITY
TRANSFORMAGILITY
INNOVATEEXCELLENCE
CLOUD ADMINISTRATOR
CLOUD STRATEGY ASSESSMENT AND ROADMAPSOLUTION BASELINE AND OUTCOME ASSESSMENT
BILLING REPORTPUBLIC AND PRIVATE CLOUD INVENTORY
POPULATION
CLOUD STRATEGY ASSESSMENT AND ROADMAP
TECHNICAL BEST PRACTICES WORKSHOP
SOLUTION BASELINE AND OUTCOME ASSESSMENT
CLOUD ADMINISTRATORCLOUD GOVERNANCE
CLOUD STRATEGY ASSESSMENT AND ROADMAP
TECHNICAL BEST PRACTICES WORKSHOP
SOLUTION BASELINE AND OUTCOME ASSESSMENT
DISCRETE CLOUD RESOURCE IMPLEMENTATIONAPPLICATION STACK CLOUD IMPLEMENTATION
POLICY AND GOVERNANCE
CLOUD ADMINISTRATORCLOUD GOVERNANCE
DISCRETE CLOUD RESOURCE IMPLEMENTATIONAPPLICATION STACK CLOUD IMPLEMENTATION
POLICY AND GOVERNANCE
Financial Portal Mobile Analytics BusinessAlignment ITEvents OrchestrationDiscovery Incident Change
=
automatedflowstodriverequestsandlifeeventsinalowtouchmanner.
NextStepsFormoreinformationortogetapersonalizedpresentationonhowthisappliestoyourorganization,reachouttoyourServiceNowAccountteam.Ifyouaren’tsurewhotoreachouttogotohttps://www.servicenow.com/contact-us.htmlandclickonsalestofindtheofficenearestyou.
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