introduction to servicenow - cio summits · pdf fileintroduction to servicenow author: matthew...
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© 2014 ServiceNow All Rights Reserved 1
The Enterprise IT Cloud CompanyIntroduction to ServiceNow
Javier Gómez
ServiceNow
October 20, 2014
© 2014 ServiceNow All Rights Reserved 2
ServiceNow – The Enterprise IT Cloud Company
Enterprise IT Cloud
Cloud-based Service that Modernizesand Transforms Enterprise IT
Highly Secure and Available Enterprise Cloud
SaaS Business Model
NYSE: NOW
2,360+Enterprise Customers
2,300+Global Employees
Major SitesSan Diego, Silicon Valley, Seattle, Amsterdam,
London, Sydney
*Expected 2014 Revenues
$13M$28M
$64M
$128M
$244M
FY12FY11FY10FY09FY08
$424M
FY13
*$652M to $657M
FY14
$306M
Strong Revenue & Growth
$542MTrailing 12-Month Revenue
© 2014 ServiceNow All Rights Reserved 3
Gartner / IDC MarketScape
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Global Enterprises from All Industries Rely on ServiceNow
Construction Federal Financial Services Healthcare Higher Education Insurance IT Services Manufacturing Media MSPs Oil and Gas Retail Services Technology
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Latin America…
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RequesterSERVICE CATALOG
SEARCH KNOWLEDGE
COLLABORATE
SERVICE CATALOG
SEARCH KNOWLEDGE
COLLABORATE
Provider
Executives
SERVICE RECORD
> HELP
> ORDER
> CHANGE
> INFO
SERVICE-ORIENTEDWORKFLOW
ASSIGN &
TRACK WORK
UPDATE
SERVICE STATUS
Service RelationshipManagement
APPROVALS &
NOTIFICATIONS
KPI
DASHBOARDS
BUSINESS
DASHBOARDS
REPORTING& ANALYTICS
© 2014 ServiceNow All Rights Reserved 7
Executives
Requester ProviderBUSINESS
MANAGEMENTPROCESS
AUTOMATIONRECORDKEEPING
SERVICEEXPERIENCE
Four Pillars of Service Relationship Management
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ServiceNow – Service Automation Platform
Single Architecture Shared Resources Single Data Model Custom App Dev
SERVICE AUTOMATION PLATFORM
Field Svc HR
SERVICE MANAGEMENT
AssetChangeCatalogCMDBIncidentProblemRelease Pass Reset Facilities
BUSINESS MANAGEMENT
AnalyticsGovernance
Cost ProjectVendor DemandResource
Service Providers Departments
APPLICATION DEVELOPMENT
‘Citizen’Creators
ProfessionalCreators
SDLC App Creator
OPERATIONS MANAGEMENT
Cloud MgmtOrchestrationDiscovery Config Auto Service CreatorEventSvc Map
© 2014 ServiceNow All Rights Reserved 9
ServiceNow – Service Management
Single Architecture Shared Resources Single Data Model Custom App Dev
SERVICE AUTOMATION PLATFORM
Service Providers Departments
Field Svc HR
SERVICE MANAGEMENT
AssetChangeCatalogCMDBIncidentProblemRelease Pass Reset Facilities
BUSINESS MANAGEMENT
AnalyticsGovernance
Cost ProjectVendor DemandResource
APPLICATION DEVELOPMENT
‘Citizen’Creators
ProfessionalCreators
SDLC App Creator
OPERATIONS MANAGEMENT
Cloud MgmtOrchestrationDiscovery Config Auto Service CreatorEventSvc Map
SERVICE MANAGEMENT
Service Catalog Incident Management
Password Reset Change & Release MgmtProblem Management
CMDB
Field Service Automation
Asset Management
HR Service Automation Facilities Service Automation
© 2014 ServiceNow All Rights Reserved 10
ServiceNow – Operations Management
Single Architecture Shared Resources Single Data Model Custom App Dev
SERVICE AUTOMATION PLATFORM
Service Providers Departments
DiscoveryConfigurationAutomation
OrchestrationCloud
Provisioning
OPERATIONS MANAGEMENT
EventManagement
Service Discovery and Mapping
SERVICE MANAGEMENT
Service Catalog Incident Management
Password Reset Change & Release MgmtProblem Management
CMDB
Field Service Automation
Asset Management
HR Service Automation Facilities Service Automation
© 2014 ServiceNow All Rights Reserved 11
ServiceNow – Business Management
Single Architecture Shared Resources Single Data Model Custom App Dev
SERVICE AUTOMATION PLATFORM
Service Providers Departments
DiscoveryConfigurationAutomation
OrchestrationCloud
Provisioning
OPERATIONS MANAGEMENT
EventManagement
Service Discovery and Mapping
Governance, Risk& Compliance
VendorManagement
CostManagement
DemandManagement
ProjectManagement
BUSINESS MANAGEMENT
Analytics
© 2014 ServiceNow All Rights Reserved 12
IT Service Model
ServiceExperience
ServiceAnalytics
ServiceDelivery
ServiceAssurance
ServiceTaxonomyREQUESTER PROVIDER
Internal Providers
LegalFinanceHuman
Resources
InformationTechnologyCustomer
SupportMarketing Facilities
Enterprise Service Management
© 2014 ServiceNow All Rights Reserved 13
ServiceNow – Transforming Service Management into an Enterprise Discipline
ITService Automation
FacilitiesService Automation Service Automation
HRService Automation
Built by ServiceNow Built by Customer or Partner
Any enterprise service or anythingthat requires a service model
Built by ServiceNowBuilt by ServiceNow
Enterprise Service Management
Enter Service Domains Here
© 2014 ServiceNow All Rights Reserved 14
ServiceNow – Service Automation Platform Services and Features
Single Architecture Shared Resources Single Data Model Custom App Dev
SERVICE AUTOMATION PLATFORM
Service Providers Departments
Included in All ServiceNow Suites and Custom Apps
PLATFORM FEATURES
PLATFORM SERVICES
Manage Resources
Service Catalog
Time Cards
CMDB
Skills Management
On-Call Scheduling
DesignForms Designer
Content Mgt System
Collaborate Intelligence
Reporting
Surveys
Business Service Maps
Visualizations
Chat
Live Feed
Visual Task Boards
Shared Data
Web Services
REST API
Imports / Exports
Mobile
Scripting
Templates
Role-based Security
Workflow
Approvals
Alerts / Notifications
Search
Forms and Lists
© 2014 ServiceNow All Rights Reserved 15
Single Architecture Shared Resources Single Data Model Custom App Dev
SERVICE AUTOMATION PLATFORM
ServiceNow – Custom Application Development
Service Providers Departments
Platform Capabilities(Included in All Suites)
Manage Resources
CMDB
On-Call Scheduling
Skills Management
Time Cards
Design & IntegrateCatalog Item Designer
Content Management System
Forms Designer
REST API
Workflow
Access Information
Knowledge
Mobile Interface
Service Catalog
Collaborate
Chat
Live Feed
Drive Efficiency
Coaching Loops
Visual Task Boards
Intelligence
Business Service Maps
Reporting
Surveys
Visualizations
EXTEND CREATE SHARE
© 2014 ServiceNow All Rights Reserved 16
There´s an App…
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ServiceNow – Empowering Enterprise Transformation
Trainingand Certification
Best Practices WorkshopsProcess and End-User TrainingAdmin and Developer TrainingCertifications
ProfessionalServices
StartNow MethodologyImplementation ServicesProduction Readiness ServicesOptimization Services
Support
Real Availability DashboardsWiki Product DocumentationKnowledge BaseCommunity and ForumsTechnical support
Community
Connect with other usersLocal User GroupsSpecial Interest GroupsShare apps and code
Global PartnerEcosystem
Authorized TrainingSystem IntegratorsManaged Service ProvidersSolution Providers
KnowledgeUser Conference
The Largest Gathering of IT Professionals Using Cloud Services for Enterprise IT Service Automation
© 2014 ServiceNow All Rights Reserved 18
