Cloud Journey Doc - ServiceNow · This document is an overview of the ServiceNow reference architecture for the journey related to managing cloud sprawl. This document should be used

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.


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


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


MINDSET

CONSUMER

PHASE

BUSINESSVALUE

CAPABILITIES

METRICS

CustomerJourney- MetricsManageCloudSprawl

MODERNIZE TRANSFORM INNOVATEITServiceStaff WorkloadProducers AllCloudConsumers

VISIBILITY AGILITY EXCELLENCE

Insight SelfService&Guidance OperationalExcellence


=

• 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


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


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



CLOUDINFRASTRUCTURE

PLATFORM

SERVICEMANAGEMENT

BUSINESSMANAGEMENT

ENGAGEMENTAND

EXPERIENCE


SECURITYMANAGEMENT


SECURITYINCIDENT


REPORTING


AGILEDEVELOPMENT


TESTMANAGEMENT


CATALOG

PORTAL

REQUEST

MOBILE

ODBC


FIELDSERVICES

ENGAGEMENTAND

EXPERIENCE

BUSINESSMANAGEMENT


RECORD



PLATFORM

CLOUDINFRASTRUCTURE


SERVICEMAPPING

CHANGE SLAMGMT RELEASE

THREATINTELLIGENCE

FINANCE MARKETING

DEMANDMANAGEMENT


PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT


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



CLOUDINFRASTRUCTURE

PLATFORM

SERVICEMANAGEMENT

BUSINESSMANAGEMENT

ENGAGEMENTAND

EXPERIENCE


SECURITYMANAGEMENT


SECURITYINCIDENT



AGILEDEVELOPMENT


TESTMANAGEMENT


ODBC


FIELDSERVICES

ENGAGEMENTAND

EXPERIENCE

BUSINESSMANAGEMENT


RECORD



PLATFORM

CLOUDINFRASTRUCTURE


SERVICEMAPPING

SLAMGMT RELEASE

THREATINTELLIGENCE

FINANCE MARKETING

DEMANDMANAGEMENT


PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT


COLLABORATION NOTIFICATION WORKFLOWON-CALLBUSINESSRULES

TIMETRACKING

OPENFRAME

LEGEND

NOTINSCOPE

Leveraged

LEGENDMODERNIZE

NOTINSCOPE

MIDSERVER

REST

WEBSERVICES

DISCOVERY

CLOUDMANAGEMENT


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



CLOUDINFRASTRUCTURE

PLATFORM

SERVICEMANAGEMENT

BUSINESSMANAGEMENT

ENGAGEMENTAND

EXPERIENCE


SECURITYMANAGEMENT


SECURITYINCIDENT


AGILEDEVELOPMENT


TESTMANAGEMENT


ODBC


FIELDSERVICES

ENGAGEMENTAND

EXPERIENCE

BUSINESSMANAGEMENT


RECORD



PLATFORM

CLOUDINFRASTRUCTURE

ORCHESTRATION

SLAMGMT RELEASE

THREATINTELLIGENCE

FINANCE MARKETING

DEMANDMANAGEMENT

PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT


COLLABORATION NOTIFICATION ON-CALLTIMETRACKING

OPENFRAME

LEGEND

NOTINSCOPE

Leveraged

LEGENDMODERNIZE

NOTINSCOPE

MIDSERVER

REST

WEBSERVICES

DISCOVERY

CLOUDMANAGEMENT


KNOWLEDGE

REPORTING

CATALOG

PORTAL

REQUEST

MOBILE CHANGE

TRANSFORM


EVENTMANAGEMENT

SERVICEMAPPING


WORKFLOWBUSINESSRULES

INNOVATE

Conclusion

Buildingonthepreviousimages,organizationscanseetheevolutionofcapabilitiesneededtodrivethissolution,fromModernize,toTransform,toInnovate.Thisphasefocusesonthefinalcapabilitiesrequiredtomanagecloudsprawlthroughcommoninteractions.Thesefoundationalcapabilitiesincludethefollowingfromeachofthefunctions:

• BusinessManagemento FinancialManagement

• Extensionso CommonInteractions



CLOUDINFRASTRUCTURE

PLATFORM

SERVICEMANAGEMENT

BUSINESSMANAGEMENT

ENGAGEMENTAND

EXPERIENCE


SECURITYMANAGEMENT


SECURITYINCIDENT


REPORTING


AGILEDEVELOPMENT


TESTMANAGEMENTCATALOG

PORTAL

REQUEST

MOBILE

ODBC

MIDSERVER

REST

WEBSERVICES


FIELDSERVICES

ENGAGEMENTAND

EXPERIENCE

BUSINESSMANAGEMENT


RECORD



PLATFORM

CLOUDINFRASTRUCTURE

DISCOVERY


SERVICEMAPPING

CLOUDMANAGEMENT


THREATINTELLIGENCE

FINANCE MARKETING

EXTENSIONS

COMMONINTERACTIONS`

LEGEND

NOTINSCOPE

Leveraged

LEGENDMODERNIZETRANSFORMINNOVATENOTINSCOPE

DEMANDMANAGEMENT


PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT



TIMETRACKING

OPENFRAME


PhasedInteractionsModernize

Buildingontheformatinthepreviousimages,thenextfewdiagramswillhighlightinteractionsamongcapabilitiesandareas.Thisshouldprovideaclearerpictureofwhat’shappeningbetweenthosecomponentsateachphaseoftheJourney.Eachlineintheabovediagramrepresentsdatainteractionsbetweencapabilities,andtheblackboxesidentifywhatthoseinteractionsenablefortheorganization.Theseinteractionsareasfollows:

• IncidentstoProblemo Incidento Problem

• IncidentsagainstCIso Incidento CMDB

• CMDBPublishAssetInventoryo CMDBo Asset

• InventoryPopulationo Grouping1

§ Discovery§ CMDB

o Grouping2§ CloudManagement


PhasedInteractionsManageCloudSprawl

CLOUDINFRASTRUCTURE

PLATFORM

SERVICEMANAGEMENT

BUSINESSMANAGEMENT

ENGAGEMENTAND

EXPERIENCE


SECURITYMANAGEMENT


SECURITYINCIDENT


REPORTING


AGILEDEVELOPMENT



PORTAL

REQUEST

MOBILE

ODBC

MIDSERVER

REST

WEBSERVICES


FIELDSERVICES

ENGAGEMENTAND

EXPERIENCE

BUSINESSMANAGEMENT


RECORD



PLATFORM

CLOUDINFRASTRUCTURE

DISCOVERY


SERVICEMAPPING

CLOUDMANAGEMENT


THREATINTELLIGENCE

FINANCE MARKETING

DEMANDMANAGEMENT


PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT



TIMETRACKING

OPENFRAME

EXTENSIONS

COMMONINTERACTIONS`


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



CLOUDINFRASTRUCTURE

PLATFORM

SERVICEMANAGEMENT

BUSINESSMANAGEMENT

ENGAGEMENTAND

EXPERIENCE


SECURITYMANAGEMENT


SECURITYINCIDENT


REPORTING


AGILEDEVELOPMENT



PORTAL

REQUEST

MOBILE

ODBC

MIDSERVER

REST

WEBSERVICES


FIELDSERVICES

ENGAGEMENTAND

EXPERIENCE

BUSINESSMANAGEMENT


RECORD



PLATFORM

CLOUDINFRASTRUCTURE

DISCOVERY


SERVICEMAPPING

CLOUDMANAGEMENT


THREATINTELLIGENCE

FINANCE MARKETING

DEMANDMANAGEMENT


PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT



TIMETRACKING

OPENFRAME

EXTENSIONS

COMMONINTERACTIONS`


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



CLOUDINFRASTRUCTURE

PLATFORM

SERVICEMANAGEMENT

BUSINESSMANAGEMENT

ENGAGEMENTAND

EXPERIENCE


SECURITYMANAGEMENT


SECURITYINCIDENT


REPORTING


AGILEDEVELOPMENT



PORTAL

REQUEST

MOBILE

ODBC

MIDSERVER

REST

WEBSERVICES


FIELDSERVICES

ENGAGEMENTAND

EXPERIENCE

BUSINESSMANAGEMENT


RECORD



PLATFORM

CLOUDINFRASTRUCTURE

DISCOVERY


SERVICEMAPPING

CLOUDMANAGEMENT


THREATINTELLIGENCE

FINANCE MARKETING

DEMANDMANAGEMENT


PROJECT&PORTFOLIO

RESOURCEMANAGEMENT

FINANCIALMANAGEMENT

VENDORMANAGEMENT



TIMETRACKING

OPENFRAME

EXTENSIONS

COMMONINTERACTIONS`


LEGEND

TRANSFORMMODERNIZE

INNOVATE


EVENTMANAGEMENT

SERVICEMAPPING

CLOUDMANAGEMENT


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


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


=

automatedflowstodriverequestsandlifeeventsinalowtouchmanner.

NextStepsFormoreinformationortogetapersonalizedpresentationonhowthisappliestoyourorganization,reachouttoyourServiceNowAccountteam.Ifyouaren’tsurewhotoreachouttogotohttps://www.servicenow.com/contact-us.htmlandclickonsalestofindtheofficenearestyou.

Documents

Cloud Journey Doc - ServiceNow · This document is an overview of the ServiceNow reference architecture for the journey related to managing cloud sprawl. This document should be used