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© 2016 ServiceNow All Rights ReservedConfidential © 2017 ServiceNow All Rights ReservedConfidential
Gerald Beaulieu
Senior Product Marketing ManagerServiceNow
Make Your Life Easier with Innovative ITSM
© 2017 ServiceNow All Rights Reserved 2Confidential© 2017 ServiceNow All Rights Reserved
HR
SECURITYCUSTOMER
BUSINESSAPPS
SERVICEIT
The Lightspeed Enterprise™
© 2017 ServiceNow All Rights Reserved
© 2017 ServiceNow All Rights Reserved 3Confidential© 2017 ServiceNow All Rights Reserved
Create Your Lightspeed Enterprise™ With ServiceNow
Platform
Cloud Infrastructure
BUSINESS APPSIT SECURITY HRCUSTOMER SERVICEHR
SECURITY
BUSINESSAPPS
CUSTOMERSERVICE
IT
© 2017 ServiceNow All Rights Reserved
© 2017 ServiceNow All Rights Reserved 4Confidential© 2017 ServiceNow All Rights Reserved
BUSINESS APPSIT SECURITY HRCUSTOMER SERVICE
Predictive Analytics
SingleDatabase
KnowledgeBase
DeveloperTools
Workflow ContextualCollaboration
ServiceCatalog
Subscription & Notification
ServicePortal
Multi-instance Secure & Compliant Scalable
Create Your Lightspeed Enterprise™ With ServiceNow
© 2017 ServiceNow All Rights Reserved 5Confidential
Major Trends Affecting You!
Digital Transformation
Enterprise-Wide Shared Services
Increasing IT Service Delivery Demands
© 2017 ServiceNow All Rights Reserved 6Confidential
Today’s ITSM Challenges
REAL-TIMEVISIBILITY
COST OFSERVICES
INNOVATIONSPEED
END-USEREXPERIENCE
BUSINESSALIGNMENT
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ITSM on Fragmented Tools and Complex Environments
Change
SoftwareAssets
SharePoint
Ticketing
SCCM
Change
SCCM
Excel
SharePoint
Ticketing
COSTS PRODUCTIVITY
Ticketing
Messaging
3rd Party Reporting
Assets
SCCM
RDP
© 2017 ServiceNow All Rights Reserved 8Confidential
Adopting ITIL Creates an IT Service Foundation
Incident
Change
Problem
Knowledge
Request
CMDB
© 2017 ServiceNow All Rights Reserved 9Confidential
ITIL Best Practices Delivered on the ServiceNow Enterprise Cloud
ENTERPRISE CLOUD
User Experience450%AVERAGE ROI
46.6%PRODUCTIVITY
GAIN
Source: IDC, “Delivering Enterprise Value with Service Management”
Incident, Problem, Change Management
Configuration, AssetManagement
Knowledge, Dashboards & Benchmarks
Single System-of-Record
© 2017 ServiceNow All Rights Reserved 10Confidential
Closure Notification
Incident Triage Manual Recovery
Common Incident Management Process
Impacted Users
!!
!!
!
!
Technician
!
!
!
!Incident Email
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Automated RoutingMobile Self-Service
Request Impact Analysis
Escalation Resolve & Notify Mobile Notification
Modern Incident Management Process
AUTOMATION COLLABORATION ANALYTICSSINGLE SYSTEM-OF-RECORD
SELF-SERVICE
Cross Functional Collaboration
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Delivery
Common Request Management Process
Manager Approval
IT
Purchase Request
Fulfillment
Request Status
Request SubmitIntranet
© 2017 ServiceNow All Rights Reserved 13Confidential
AUTOMATION COLLABORATION ANALYTICSSINGLE SYSTEM-OF-RECORD
SELF-SERVICE
Modern Request Management Process
Service Catalog Automated ApprovalsSelf-Service
Request
Fulfilment Mobile Notification
© 2017 ServiceNow All Rights Reserved 14Confidential
Real Value Outcomes
50%REDUCTION IN CALL VOLUME
90%REDUCTION IN
ASSET CREATION
7.7MONTHSTIME TO PAYBACK
Logos are trademarks or registered trademarks of their respective owners and not ServiceNow
© 2017 ServiceNow All Rights Reserved 15Confidential
Everyone Can Benefit
VP of IT / CIOLower Cost and Faster Time to Market
Director, IT OpsAgility, Flexibility, Innovation
System/Service Desk Admins Productivity and Ease of Use
Functional IT ManagersInnovate vs. Maintain
End UsersCustomer Engagement and Delight
Dir/Mgr, IT Service DeliveryIT Service Desk
High Quality, Reliable IT Service
© 2017 ServiceNow All Rights Reserved 16Confidential 16© 2016 ServiceNow All Rights ReservedConfidential 16© 2017 ServiceNow All Rights ReservedConfidential
Want to learn more?Visit our website!
Engage in the conversation and visit the ServiceNow community:http://community.servicenow.com
Gerald Beaulieau Senior Product Marketing Manager ServiceNow