Plat4mation BeLuxJanuary 2016

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Plat4mation in a nutshell

“Unleash the Potential of the ServiceNow Platform

for your Business”

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Plat4mation Services

Apps4U can support customers by developing additional custom

Apps on the ServiceNow platform, to increase platform ROI. We also develop generic

Apps that we offer (usually without or with limited costs) to

our clients.

Projects4U can support customers by implementing

standard ServiceNow modules. Plat4mation projects are

characterized by high quality deliverables, quick delivery and

high customer satisfaction (average CSAT score >9).

Advice4U can support customers in developing an end-to-end vision on Enterprise Service

Management. Typical products are Vision documents, Roadmaps, Maturity

Assessments, PID’s, etc.

Support4U can support customers by performing day-to-

day maintenance of your ServiceNow instance. Typical

activities are implementing small changes, maintaining data

(assignment groups, rights, etc.), process management, building

and running reports.

Plat4mation Services

SUPPORT

Services

Advice4U can support customers in developing an end-to-end vision on Service Management. Typical products are Vision documents, Roadmaps, Maturity assessments, PID’s, etc.

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Advice4U can assist to optimize your Service Management capability and bring the most value from ServiceNow

Define client initiatives

Draft business cases / project charters Develop overall time line

Cluster initiatives to form roadmap

Cheaper, better, faster ? Customers aims to increase their value to customers by being cheaper, better and faster (more responsive)

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Better: Enhance user satisfactionCheaper: Control / Reduce costs Faster: Improve Time-to-Serve

Gain insight in IT cost components to prevent unexpected expenses. Lower the labor effort related to Run and Maintain activities by standardizing and automating tasks and providing self-service options.

Improve Demand and Project management processes to do “The right projects, done right”. Also costs related to changes and projects should be related to specific clients to allow [CLIENT] to understand client profitability.

Ensure IT services are reliable and incident and requests are handled quickly and in a standardized and scalable manner. Provide transparency to clients on status, performance and costs. Offer a customized portal to enhance user experience and ensure clients visit portal before calling .

• CMDB and Asset Management functionality to record items to enhance cost control

• Provide knowledge base to support agents and allow self service for clients to reduce costs and enhance satisfaction

• Use Chat to improve call center productivity and lower costs.

• Lower overall cost-to-serve to increase scalability and support more clients with less staff

• Demand management provides advanced functionality to select the right projects

• Project management allows for steering on project status to ensure ongoing alignment with the business case

• Resource management to ensure resource capacity is focused on limited number of projects to enhance efficiency and utilization

• Time registration ensures project (and other) costs are accounted for

• CMDB for quicker root cause analysis and incident resolution

• Standard Request Fulfilment process to reduce number of emails and enhance satisfaction

• Single portal with Client/Peak look ‘n feel to give clients a unified/personalized user experience

• Standardized new client on-boarding process to increase scalability and time-to-serve and lower costs

Obj

ectiv

eS

cope

EXAMPLE, EXAMPLE, EXAMPLE,

EXAMPLE, EXAMPLE

The Business Case for starting a ServiceNow implementation is highly positive

Personnel• ??? FTE Administrators (for decommissioned software = € ???K)• [CLIENT] (??? FTE reduction = € ???K per year)• Re-allocation of project resources (5% of total Operations staff (???) = ??

FTE, however this is not a benefit)

?? FTE / € ???K

Benefits / SavingsSoftware / Licenses (in case of global Roll-out)

Implementation Costs

• ServiceNow licenses for:• IT Service Automation (number of users ??* ??* 12) • IT Demand & project (number of users ?? * ?? * 12)

• Implementation support for Demand, Project, Resource Portfolio Management and Time writing

• Implementation support for Incident, Problem, Change, Configuration Management and Request Fulfilment

• Create portal• Internal ? FTE (€ ?? K)

~€ ??? K once

Costs / Expenses

Support• ServiceNow administrator (? FTE for € ??K yearly)

?? Man days = € ??K

~???K per Year~??? K per Year

~??? K per year

?? Man days = € ??K

?? Man days = € ??K

€ ??? K per year

IT costs• Software (recurring):

• ??? (€ ???,- based on ???users)• ??? (€ ???,- based on ??? users)• ??? (€ ???- based on ??? users)• ??? (€ ???,- based on ??? users)

• Software (once)• ??? (€ ????,- based on ??? users)

• Infrastructure (€ ????,- based on VM’s for above software)

€ ???K once & € ???K yearly

~??? K per Year

~??? K per year

~?? K once

€ ??? K per year

Total 3 year benefits (without Business potential) ~ €xxxK Total 3 year costs ~ €xxxK

€ ?? KEXAMPLE, EXAMPLE, EXAMPLE,

EXAMPLE, EXAMPLE

The most impactful for benefits for [CLIENT] are qualitative; lower average cost-to-serve, higher maturity (satisfaction) and enhanced time-to-market

Cheaper: Lower cost-to-serve

Standardizing IT processes, automating tasks and enabling self service, allows [CLIENT] to lower the average cost-to-serve per client. Lower IT costs has a direct impact on [CLIENT]’s bottom line results

Time

Year 1 Year 2 Year 3 Year 4 Year 5

Tim

e to

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ket

Time

Year 1 Year 2 Year 3 Year 4 Year 5

CM

Mi l

evel

Time

Year 1 Year 2 Year 3 Year 4 Year 5

FTE

’s

Better: Higher Maturity Faster: Enhanced Time-to-market

Using ServiceNow will enhance process maturity, which in turn leads to a higher degree of predictability, transparency and (ultimately) client satisfaction.

More effective PPM processes will reduce project throughput times, leading to improved time-to-serve. Enhancing IT business agility gives [CLIENT] the possibility to quickly seize new market opportunities

ClientGrowth

Operations FTE Growth

1

2

3

4

5

MaturityGrowth

Project Throughput Time Reduction

EXAMPLE, EXAMPLE, EXAMPLE,

EXAMPLE, EXAMPLE

Faster: [CLIENT] can expect several qualitative and financial benefits when implementing the “PPM” modules

Improved Alignment of Business / IT Investment Strategies

Improved Delivery Performance

Increased Throughput and Utilisation

Increased Investment Value

Reduced PMO Costs

• Stop/refocus misaligned projects before they start (and fail)• Assemble programmes based on strategy need (vs budgetary need)• Embed related benefits – e.g. Business/IT simplification• Improve success rate of major programmes – inc. benefit realisation

• Improved On Time/On Budget Performance• Embed related benefits – e.g. CMMi• Improved audit and regulatory compliance - e.g. SOX

• Increase utilisation of limited resources and skills• Reduced external costs through more predictive planning of external/contractor

spend• Reduction in other resource-based costs – e.g. office space

• Control non-discretionary spend to be minimal but sufficient• Increase funds available for strategic / discretionary spend Increase the average

return on the portfolio (ROI, NPV etc)• Maximise the chance of investments delivering target benefits

• Increase organisation’s ‘metabolic rate’ - faster, better decisions• Reduced overhead costs through automation/ de-duplication of PMO processes• Free up management time to focus on content not administration

• % of misaligned projects: 5-30%• Incremental savings above current situation:

25% (WIP projects) -100% (projects yet to start)

• Increase in average NPV of the change portfolio: 0-5%

• Savings in portfolio operation and portfolio maintenance costs: 15-25%

• Reduced reporting costs: 5-25%• Reduced time to process each demand item:

10-40%

• Increase in resource utilisation: 2-10%• Reduction in contractor headcount/costs: 0-

30%

• Reduction in projects delivery late/over budget: 2-20%

• Reduction in programme/project management costs: 5-15%

ExplanationBusiness Case Drivers Potential Benefits

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All benefit percentages are based on experience and best practice. Implementing “PPM” processes effectively will result in reduction of effort on misaligned projects of ~??? FTE (based on ??? FTE Operations organization)

EXAMPLE, EXAMPLE, EXAMPLE,

EXAMPLE, EXAMPLE

Projects4U can support customers by implementing standard ServiceNow modules, both within and outside of IT. Plat4mation projects are characterized by high quality deliverables, quick delivery and high customer satisfaction

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5 Critical Success Factors 4 quick results and a good TCO

Project Team

People managementProject approach

Scope

Critical Success Factors

Plat4mation Power PacksPlat4mation speeds up ServiceNow projects by using predefined Apps and workshop, test and training materials

Successful projects give the right level of attention to human factors. Proper stakeholder management that the right employees are involved in the right way at the right time

Successful project teams are composed out of projects with different know-how, experience and characters. Plat4mation will ensure IMEC is offered the most optimal mix of resource profiles

The scope of projects and Request for changes needs to be clear from the start. We want to invest in understanding client needs upfront to ensure our delivery stays on track

Our agile project Approach (iterative and workshop based ) ensures that focus is constantly aimed at delivering the most valuable scope within the limits of time and budget

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Step 1 Step 4(Unit testen)

Step 2 (Process, Data, Org.)

Step 3 (KPI, SLA / Report)

Analyses 3 iterations

During the implementation a predefined workshop approach is used to cover all relevant topics in a structured way

During “Step 1” the goal of the process, the involved organizations and their responsibilities and high level use cases will be determined.

Goal of “Step 2”is to identify possible GAPs between the standard and the existing way of working that needs to be addressed during the implementation

The goal of “Step 3” is to validate that the processes supported by ServiceNow can be monitored and controlled.

Goal of “Step 4” is to determine the acceptability of the proposed configuration.

• Incident Management• Change Management• Configuration Management• Problem Management• Knowledge Base

Management• PPM modules• Etc.

Standard approach for a.o.:

SPRINT

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Plat4mation uses accelerators from the power pack to reduce implementation timeliness and costs and introduce best practices

“Uitgangspunten” document

The “Uitgangspunten” document contains approximately 40 checks regarding the implementation used in the beginning to validate all major technical, data, people and process items to prevent misalignment and surprises later on in the implementation.

Accelerators Description

Workshop documents

Update sets

Interfacing designs

Process designs

For all ITSM processes there are workshop decks available, according to the 4 workshop principles. The different decks cover all relevant topics in a structured way for that specific process. This way the best practice is presented to the customer, and based on that the configuration can be changed efficiently and rework is prevented.

Configuration sets are available with the common updates which are made during customer implementations. This to prevent re-inventing the wheel at customer engagements

Test templates Written test cases are available which are typically used during training and UAT tests. These test cases can be reused during the test phase.

Each interface is different, but the majority of data transferred in interfaces and the triggers are similar. For different type of interfaces (e.g. ticket exchange between instances) designs are available which can be reused.

Process designs are available, describing the high level process, detailed steps, Roles and Responsibilities, Governance boards, etc. In case there are none available at the customer, these can be used as example

Examples

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During the project we can advise customers on how to ensure people engagement and alignment

Stakeholder Management

Communication

Training

Stakeholder analyses

Change Agent Network

Satisfaction Survey

Mailings

Intranet messages

Change Agent sessions

Videos

Quick Reference Cards

Training materials

Training sessions

Train-the-trainer

• Understand available communication channels• Mapping of communication channels to stakeholder

groups (are we reaching everyone?)• Determine stakeholder information needs • Develop communication calendar• Develop messages that can be distributed over the

identified communication channels

• Map the different stakeholder types in your organization

• Understand the needs of stakeholder with respect to information, training and communication

• Clarify the “What’s in it for you?” question• Measure user satisfaction with tool, training and after

care

• Determine training needs per stakeholder group• Arrange training logistics like rooms, catering,

equipment and invitations• Assist in preparing training materials and validate that

training needs are covered• Train-the-trainer and assist in class room training

Using appropriate communication moments, messages and channels, will increase stakeholder awareness and engagement

By gaining insight in the needs and perceptions of stakeholders involved in a ServiceNow project, their adoption can be actively managed

Effectively organize knowledge transfer, by using a mix of class room and self study to ensure IMEC employees can use ServiceNow in their day-to-day work

Subject Advantage Activities Products

Apps4U can support customers by developing additional custom Apps on the ServiceNow platform, to increase platform ROI. We also develop generic Apps that we offer (usually without or with limited costs) to our clients.

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PLat4mation has multiple Apps in the ServiceNow store that complement ServiceNow functionality

Apps Use case Features

Planbopard4U is used by managers that want to assign work to their team members in order to optimize resource utilization. This App can use data from all ServiceNow modules (i.e. Incident, Problem, Change, SDLC, Filed Service Mgt. etc.).

• Manage your team resources from a single graphical overview• Direct insight into resource availability• Dispatch tasks by drag & drop • Plan multiple resources for one task.• Easily reschedule appointments and tasks

Rooms4U is the award winning App that allows organizations to optimize the meeting room utilization. It can be integrated with Exchange to allow employees to use their Outlook client (also mobile) to reserve meeting rooms and request visitor access and catering.

• Reserve rooms in ServiceNow via GANTT or 3D building view• Reserve rooms via Outlook client• Setup recurring reservations in daily, weekly and monthly rhythm• Request additional amenities such as visitor access and catering• Very easy to install by administrators, and fully data driven

Cubicles4U is targeted at Facility departments that aim to optimize the use of flexible office space, by allowing employees to reserve desks/cubicles in advance.

• Easy to use Cubicle picker to make reservations 2 weeks ahead• Facility Managers can easily add and remove flex-desks whe office

layout changes

Maps4U is used to show, filter and edit all records that include longitude and latitude data. Field Service managers can use the App to easily understand the locations of incidents, field service engineers and assets to optimize workforce utilization

• All data with geo information (longitude, latitude) can be used• Multiple data sources can be shown in the same map• Dynamic filter options and configurable info-windows• Easily edit records and perform multi-select to mass edit records

(for example to assign field service engineer to multiple tasks)

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Co-creating Apps with Plat4mation ensures your ServiceNow App ideas are realized at a fraction of the actual costs

What you give…

• You share your greatest App ideas with us• Plat4mation will gather your

requirements and translate this into a clear design

• After your validation, we develop the App, and involve you during acceptance testing

• Depending on how generic the App can be marketed, Plat4mation assumes whole or part of development costs

• Client pays a small monthly support fee

What you get…

• Your ideas are turned into reality, against the lowest possible development costs

• Your ServiceNow platform ROI increases• Plat4mation ensures the App is certified

by ServiceNow and made available in the ServiceNow Store for public use

• Plat4mation provides support in case the App is not working

• We meet on a quarterly basis to understand any Request For Changes, to refine our App development roadmap

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We partner with clients to build Apps that are aligned to their needs and re-use existing components

Generic / Infrastructure Apps

De Apps marked with a checkbox have been developed, the other ones are expected in the coming period

(Java) Application that allows organizations to load PGP encrypted files into ServiceNow

Examples of already developed Apps and ideas for Apps

App to transform ServiceNow data into PDF files (for use in contracts)

Mechanism to generate QR codes for IT (/Facility) assets. Scan the code to change properties or report incident

Signature App to allow employees to sign off on request fulfilment. Works in combination with drawing pads

IT department

Examples of Apps

PlanBoard4U and ScrumBoard4U give users

unique functionality to manage work more easily

Development of Project Status Report

functionality to complement existing PPM module for use in PMO’s

Facility Management

Examples of Apps

Reserve meeting rooms and workplaces via

ServiceNow to maximize utilization of square

footage

Integration with Outlook to allow booking of meeting rooms and request additional

facilities (like visitor access and catering)

Human Resources

Examples of Apps

Use your mobile phone to initiate expense

reimbursements and orchestrate manager

approval and payments

Completely configured HR Case Management App

for handling of Suggestions, Questions

and Complaints

Procurement

Examples of Apps

RFI / RFP App to streamline procurement

processes in a transparent and

auditable manner

Fully filled service portal for all procurement

requests (like raising P.O.’s and starting procurement

cycles

Geo-Calls

Examples of Apps

Integration with google-maps enables incidents to be plotted on maps. Via

maps calls can be created and related to incidents

Hand-over log are used by call-centers that operate 24-7, where incidents are

handed-over from one shift to the other

Integration build with Meteo data source to allow Meteo data to be loaded into ServiceNow

Example : Rooms4UMeeting room reservation module in ServiceNow to maximize office space utilization and enhance employee satisfaction

Reserve meeting space in ServiceNow

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Meeting space can be booked in ServiceNow directly via multiple ways

Meetings can be booked in ServiceNow directly. In ServiceNow meeting rooms are shown based on the selection criteria. The icons indicate the default facilities a room have. A room can only be selected if the room is available in that timeslot.

Gannt chart view 3D building view

Another option is to use the graphical 3D interface, which dynamically shows the availability of rooms at this moment. In case a floor is selected the floor is “opened” and a room can be booked directly by clicking on the meeting room.

Requesting extra amenities

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Meeting rooms have static amenities, but also flexible amenities can be requested such as catering, rooms setup and other assets.

The Facility Manager can maintain the type of static amenities per room, and end-users can query on these amenities. A user can filter on these static amenities and room setup types.Additionally a user can select a different setup type (configured by the facility manager) if needed. A different setup type will result in separate reservation before and after the meeting for preparing this setup by the Facility Management department.

Request Static amenities Request Flexible amenities

Additionally the Facility Manager can configure additional flexible amenities for meeting reservations. This can be Assets, Caterings, etc. Per type the Facility Manager configures the time for preparing and removing these amenities. This time is also blocked as a separate reservation.

Amenities can result in a booked preparation and cleanup

Recurring Meetings

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Book recurring meetings in ServiceNow, with the possibility for the Facility Manager to define rules for how many days in advance recurring meetings can be booked.

Outside ServiceNow reservations can be made via multiple channels to provide maximum flexibility to employees

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Exchange ServiceNowInterface

Book rooms via Outlook Book rooms via ServiceNow Book rooms via BookNowRooms (resources) can be added to Active Directory and can be included when scheduling meetings. Integration between Outlook and SN ensures reservations are checked for correctness and loaded into SN.

Within the ServiceNow portal meeting rooms can be booked directly. Additional options are available to complement room reservations with catering, visitor and additional facilities.

Via a Physical Device, integrated with ServiceNow employees are able to check meeting room status and reserve vacant meeting rooms.

To accommodate the current way of working, Plat4mation has an Exchange integration package to compliment the ServiceNow room reservation module

BookNow is an integrated ServiceNow device that offers a complete set of functionality to manage meeting rooms

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Each meeting room (in this case B.3.01) can be equipped with a BookNow device. What is needed is a mounting bracket, Wi-Fi/Internet access and a power supply.

The status of the meeting (in this case: “Meeting in Progress”) is shown and triggers the color of the top bar.

The meeting subject, organizer and start/finish date are shown

In case the meeting room is available, a button is shown “Reserve now” that allows your employees to book the meeting room for ad-hoc meetings.

The time bar indicates when meetings are planned and when the meeting room is available.

In case a meeting is in progress and no other meeting is planned afterwards, it is possible to “Extend” the reservation. Extending is done in 5 minute time slots.

Data captured by the BookNow device is loaded into ServiceNow, so that it can be used to manage “No-shows”

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The Visitors & Catering add-in makes it possible register visitors, reserve parking spots, request lunch from a single interface

The Visitors & Catering Add-in

This Outlook Add-in for both the FAT client as browser version offers the functionality to order additional facilities for the reserved meeting.

The add-in is available for all users within the company of the customers. Facilities such as the following can be ordered:- Catering- Visitor registration- Parking- Wifi

All items these items are reserved from a single screen and automatically, when booked, recorded in ServiceNow. When the meeting is updated, the facilities are also automatically updated.

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There is a minimal impact on the customer organisation• High-level implementation steps

• Deploy applications in ServiceNow instance, with one press of a button from the ServiceNow app store and some initial configuration steps need to be done (1 hour per application for SNOW administrator).

• Design simple 3D building images creation of the images can be done by 3rd party design studio if required. Time / Cost Estimate can be made based on number of building, floors and rooms. Customer will need to provide floor plan info.

• Load office data by the SNOW administrator (1 hour for SNOW administrator).• Load office images (0.15 hour for SNOW administrator), creation of the offices can be done by Plat4mation if required.• No deployments in Office365/Exchange is required, only an account in Office365 and set email forward on all rooms in Exchange to the

ServiceNow instance. New Exchange reservations are synchronised (as of that moment) by the interface automatically to ServiceNow (1 hour for Exchange administrator).

• Set ServiceNow connection for Office365/Exchange (0.5 hour for SNOW administrator)• Mounting of the BookNow devices and connecting them to the local WiFi, done by the customer engineers (1 hour per BookNow

device).• For deploying the Visitors & Catering add-in an Office-App needs to be uploaded in the Office365/Exchange domain (1 hour for

Exchange administrator).

• Maintenance and Support are done by SNOW administrator; ServiceNow and Plat4mation functions as a third line• [CLIENT] own SN administrators will be trained to provide 1st and 2nd line support to [CLIENT] employees• In case of issues, incidents can be registered in HI by [CLIENT], ServiceNow will try to solve the ticket. In case the ticket cannot be solved

by ServiceNow, the ticket is forwarded to Plat4mation• Plat4mation performs third line support activities for complex issues and possibly assist in creating additional functionality development

Rooms4U pricing overviewLogo Application Name List price

Rooms4U USD 250,- per month

Description

The Rooms4U application provides a ready-to-use meeting room reservation module.

Rooms4U Exchange Integration

The Rooms4U Exchange Integration makes it possible for making meeting room reservations from within Outlook and both ServiceNow. The Rooms4U application is a pre-requisite for this application.

BookNow devices € 600 per device

Physical devices which can be mounted on each meeting room. The devices are purchased based on a one time fee per device.

Customization effort € 1000 per day

Professional services for implementation support, based on Time and Material.

USD 250,- per month

Link to AppStore

https://store.servicenow.com/$appstore.do#!/store/application/6dcd9cd20ffff1001e4dc3ace1050edc

Rooms4U Facilities USD 250,- per month

The Facilities4U makes it possible register visitors, reserve parking spots, request lunch and provides the integration with the Outlook add-in (Client App in the customers Outlook client)

https://store.servicenow.com/$appstore.do#!/store/application/f7b4e1890fd482001e4dc3ace1050eec

Customer specific

N/A

N/A

(Performance) Analytics4UPA Power PackPA Value Pack

Plat4mation is “global preferred” Performance Analytics partner• Performance Analytics is a strategic capability that we are growing

• We have 2 PA offerings: PA Power Pack and PA Value Pack

• End of this week, we have 7 people trained in PA (also on MSP)

• We did many PA implementations in various parts of the world, i.e.:• Expedia (US)• Cisco (US)• GMEC (UK)• Kordia (Australia)• ING (NL)• Lamb Weston (NL)• …

• We are in the process of becoming Authorized Training Partner for PA

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Org

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Proc

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Tech

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• Inform (Train) management about Performance Analytics• Inform (Train) employees to use Performance Analytics reports to manage

processes and act on deviations.• Inform (Train) employees to create dashboards and widgets• Roles and Responsibilities

• Performance Analytics to steer operational processes• Process Management steering reports/dashboards (Continuous Improvement)• Monthly reporting and KPI measurement and improvement

• Implement Performance Analytics • Configure relevant out-of-the-box indicators, breakdowns, targets and thresholds • Create daily jobs to collect data and scores • Visualize the indicators on actionable dashboard(s).

PA Power Pack: Efficiently implement PA out-of-the-box and ensure your organization is ready to use it

PA Power Pack: Our approach “Think, Configure, Collect, Visualize” ensuring PA is implemented in ~5 days

Tech

nolo

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Finish Go-liveStart

Man

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xxx x monthsxxx xxx xxx

Kick-off

Prepare workshop

Install PA

Think

Configure Collect Visualize

UAT Train Functional

Train Technical

Evaluation

Plan Discover Prepare Operate TransformDeployStartNow:

• Think about which answer the dashboard should deliver

• Configure the indicators or business goals to achieve

• Collect the scores for the indicators, both historical and scheduled

• Visualize the scores with widgets and dashboards

Think

Configure

Collect

Visualize

PA Value Pack: Increase the value of your current ServiceNow Performance Analytics implementation

• Gather meta data on current Performance Analytics usageWe uncover the hidden value of your PA implementation. For example the need to improve process aligned dashboards, to clarify roles, train admins/users or improve configuration.

• Define deliverables based on meta data resultsCreate and prioritize stories together with management to determine areas of improvement.

Plat4mation PA Value Pack increases the value of your ServiceNow PA implementation by:

• Deliver results that add the most valueWe follow the vision of monitor first, steer your processes second and finally improve your processes.

• Create new dashboards that guides you in improving your processesby following the “Think, Configure, Collect, Visualize” methodology.

Value Scan

Value Sprint

Partners and customers eco system (selection)

Partners and customers eco system (selection)

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Partners Customers

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Thank You!

Plat4mation BVBASchaliënhoevedreef 20T, 2800 Mechelen ▪ RPR Antwerpen ▪ info@plat4mation.com ▪ BTW BE 0645.638.136 ▪ IBAN BE41 3631 5606 0310 ▪ BIC BBRUBEBB