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Defining and EmpoweringThe Service-Oriented Enterprise

Pierre Aeschlimann | partner development manager emeaservicenow | Transform ITmobile: +41 79 816 61 37mail: [email protected]


Service Quality

GOOD

BAD UGLY


Service Innovations: Retail


Service Innovations: Personal Banking


Back to IT…


The Future of Enterprise IT

ITCloud Line-of-Business

Infrastructure Applications?


LEGAL

The Backbone of the Modern Enterprise

FINANCEHUMAN

RESOURCES

INFORMATION

TECHNOLOGY

CUSTOMER

SUPPORTMARKETING FACILITIES


The Service Model Defined

REQUESTER PROVIDER

Five pillars of enterprise service management

ServiceExperience

ServiceAnalytics

ServiceDelivery

ServiceAssurance

ServiceTaxonomy


ServiceExperience

ServiceAnalytics

ServiceDelivery

ServiceAssurance

ServiceTaxonomy

Service Taxonomy: Defining and Classifying Services

REQUESTER PROVIDER


service taxonomy [sur-vis tak-son-uh-mee]

noun

Description, identification, naming, and classificationof standardized service offerings


ServiceExperience

ServiceAnalytics

ServiceDelivery

ServiceAssurance

ServiceTaxonomy

Service Experience: Where Taxonomy Meets Systems

REQUESTER PROVIDER


Chat

Search

Catalog

Knowledge

Collaboration

Request

Familiarity

A complete service experience…


… also on mobile devices

Nothing to install on Device or Solution, No additional configuration, Nothing to purchase… Easy & straight forward mobile experience for Service Requestor and Service Provider


ServiceExperience

ServiceAnalytics

ServiceDelivery

ServiceAssurance

ServiceTaxonomy

Service Delivery: From Workflow to Orchestration

REQUESTER PROVIDER


From simple“people to people”workflow automation…


… to complex “people to machine” or “machine to machine” orchestration


Automated Service Delivery

a unified ecosystem that drives automated, governed service delivery and configuration changes of physical, virtual or cloud assets

Data Center

Public Cloud


ServiceExperience

ServiceAnalytics

ServiceDelivery

ServiceAssurance

ServiceTaxonomy

Service Assurance: The Fusion of Service and Systems Management

REQUESTER PROVIDER


Event Management

Automatically create actionable incidents from infrastructure events generated by existing monitoring tools

3rd Party Monitoring Tools Gather and Send

Events to ServiceNow

ActionableIncidents

Infrastructure


ServiceExperience

ServiceAnalytics

ServiceDelivery

ServiceAssurance

ServiceTaxonomy

Service Analytics: From Data to Information

REQUESTER PROVIDER


Interactive visualizations of any logical data relationship


Consolidate strategic requests from the business and automate the investment decision process


REQUESTER PROVIDERService

ExperienceService

AnalyticsService

DeliveryService

AssuranceService

Taxonomy


Managing Service Inside and Outside the Enterprise

CUSTOMER

SUPPORT

MARKETING FACILITIES



CUSTOMER

SUPPORT



Vision – July 2004

“”Fred Luddy

ServiceNow Founder & Chief Product Officer


Creators of Tomorrow…

HR Recruiter

Secretary

Facilities Manager

Marketing Operations

Legal Counsel

Finance Manager Training Manager

Service Manager Support Manager

Contract Manager

Procurement Manager

Sales Operations

Supply Chain Manager

Program ManagerProject Manager


Life Career Work

© 2014 servicenow all rights reserved 1tagung.prozessfux.com/2014/.../3_die...servicenow.pdf · ©...

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