It's Time to Eliminate Service Outages - Once and For All

© 2017 ServiceNow All Rights ReservedConfidentialConfidential

Joshua LinBill Cypert

Senior Product Marketing Manager, ITOM Solution Consultant Manager, ITOMServiceNow

ServiceNow

Eliminate Service Outages

© 2017 ServiceNow All Rights Reserved 2Confidential

Companies Invest Yet Outages Keep Hitting Profits and Reputations

Automation Workflows

Change Advisory Board

Operations Analytics

Network Monitoring

Server Monitoring

Application Performance Management

Configuration Management Databases

IT Service Management

Change Management

Alerting Collaboration


Service Operations Today

Mean Time to Recovery

ProcessTools and people employed to

address the issue

Cost People

ChangeSLA

ReliefThe time that it takes to bring

services back online

Govern

Remediate Measure

Outage!The “Oh Sh*t” moments we all

want to avoid

IncidentEvent

ProblemBreach

The Outage Timeline


Outdated Legacy Tools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 Operations with ServiceNow ITSM + ITOM

Outage! ReliefThe “Oh Sh*t” moments we all

want to avoidThe time that it takes to bring



Govern

Remediate Measure

ProcessTools and people employed to

address the issue

Cost People

ChangeSLAIncidentEvent

SLA

Process

The Outage Timeline


Service Operations with ServiceNow ITSM + ITOM

Outage!The “Oh Sh*t” moments we all

want to avoid


Automation

IncidentEvent

SLA

ReliefThe time that it takes to bring


Govern

Remediate Measure

Single Owner

Process

OpEx Efficiency = 60 / 40

Serv

ice

Inte

llige

nce

Redu

ce o

r Pre

vent

Out

ages

from

Occ

urrin

gThe Outage Timeline


Service-OrientedService Management

Infrastructure-OrientedOperations Management

Better Together


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


What Success Looks LikeBusiness Metric Key Performance Indicators (KPIs) Improvements Realized

Operating Expense (OpEx) People required for Manual Processes:• Repeatable Tasks• Service Modeling

• Impact to OpEx from automated processes >$20M reduction (Maritz)

• 90% reduction in manual mapping (OSS Provider)

• Tools reduced/consolidated (FICO)• War-room time reduced by 50%

(decommissioned early) (Symantec)

Quality of Service (QoS) • Mean Time to Recovery (MTTR)• Service Outages (#)

• Reduced service outages by 80% (TransAlta)


Customer Success


Recap

ServiceNow ITOM + ITSM = complete solution for eliminating service outages

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

ServiceNow customers have:• Reduced operating expenses• Increased quality of service

© 2017 ServiceNow All Rights Reserved 18Confidential 18© 2016 ServiceNow All Rights ReservedConfidential 18© 2017 ServiceNow All Rights ReservedConfidential

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Joshua Lin Bill Cypert Senior Product Marketing Manager, ITOM Solution Consultant Manager, ITOM ServiceNow ServiceNow

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It's Time to Eliminate Service Outages - Once and For All