itil servicenow offerings

ITIL / ServiceNow offerings

Presented by:

Vijay Mohire, B.Eng, MBA, M.Tech

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My Overview

• Computer engineer and architect with 15 years in IT industry

• Professional engineer and member –MACS, MIEAust

• Canadian resident, currently in India

• Member – ICT Council of Canada

• Mentored BS students for courses in Android, Java, C, Assembly, SW

Engineering

• Major recent achievement was : designed 10 large solutions for HP for

total contract value of $20 million using ITIL and ServiceNow

• Lived & worked in many part of the globe like UK, US and Australia

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Service offerings – chart

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Sl.No Core

Competency

Experience / Work

Sample and results

Talent / Products used ,Capabilities

1 Business Analysis Setting up a Convenience

store in Canada

Use cases, BABOK, CoBIT, ITIL,

ServiceNow, TCO, Feature-benefits,

Monte carlo simulation, Stakeholder

views, business models

2 IT / Engineering

Strategy and

Transformation

design

Recommending a strategy

for a Canadian Shoe

company

Sales, Marketing, IT strategies, E-

commerce, Mobile ads, Quality and

Health standards, Compliances

3 Enterprise

Architecture (EA)

design and

development

Intelligent Management

System

EA tools, TOGAF, Govt. IT framework,

Datacenter best practices, use of Cloud

and mobile apps, Data mining tools,

Big Data

4 Technology Audit

services

IBYSYS Canada – Fraud

investigation and audit

report

Due diligence, fact finding, time and

data analysis, anomaly detection,

documenting and reporting

Service offerings

4

Sl.No Core

Competency

Experience / Work Sample

and results

Talent / Products used

,Capabilities

1 Business Analysis Setting up a Convenience

store in Canada

Use cases, BABOK, CoBIT, ITIL,

ServiceNow, TCO, Feature-

benefits, Monte carlo simulation,

Stakeholder views, business

models

2 IT / Engineering

Strategy and

Transformation

design

3 Enterprise

Architecture (EA)

design and

development

4 Technology Audit

services

Business Analysis• Involves study of client’s current state-of-art technology, modus-

operandi, and overall “what, how, when, where” of the business

• Design of visuals & workflows to base line the current business

processes, operations, delivery, fulfillment & issue resolutions.

• In depth analysis of the technology, method, features, products

used to align operations for meeting business goals

• Deliverables include Analysis document, business models, IT

expenditure, budget, costs per function/ process, current financials

like cash flows, programs and projects, clients, feedbacks,

limitations, social sentiments of owner and company brand and

many more finer details

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Work samples & benefits

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Benefits:

•Increase in revenue by 25%

due to clear product

display

•Zero-theft as owner has

best seat for cashier and

also security cameras

•Clarity in business work

flow, operations, &

emergency situations

•Innovative

Products/ Techniques used• Use cases: Capture business entities, operations, products, services, typical &

abnormal conditions, thefts, loss factors

• BABOK: Industry best methodology, process, six knowledge areas

• CoBIT: IT Governance, control over IT processes , Separation of owners jobs,

business goals, IT utilization and controlling these effectively

• ITIL/ServiceNow: Services adopted for Retail industry, streamline ticketing,

resolving billing conflicts, queue management, Help desk setup, ticket mgmt.

• TCO: IT assets base line in terms of money, ROI, cost per IT configurable item,

profit margins, visibility in cost factors

• Feature-benefits: Solution features and its realization monetary value

• Monte-carlo simulation: What-If Analysis to simulate product, service mix

• Stakeholder views: Integrate all the pain points into the offered solution

• Business models: For different setups, org structure, operations..7

Agilent App Mgmt System

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Products/ Techniques usedApplication Management

• Monitoring to ensure the availability and performance of system and

database components

• Environment maintenance, maintaining most recent patches and releases

Escalation Management

•Appropriate parties for informal and formal IT escalations related to

application management created, coordinated, and informed

Communication Management

•Ability to communicate with various levels of management in the Governance

Model and also users of the application

Supplier Management

• Management and coordination of escalations

• Issues requiring product support are invoked and resolved

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Service offerings

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Sl.No Core

Competency

Experience / Work Sample and

results


,Capabilities

1 Business

Analysis

2 IT /

Engineering

Strategy and

Transformatio

n design

Recommending a strategy for a

Canadian Shoe company

Sales, Marketing, IT

strategies, E-commerce,

Mobile ads, Quality and

Health standards,

Compliances

3 Enterprise

Architecture

(EA) design and

development

4 Technology

Audit services

IT / Engineering Strategy and

Transformation design

• Design of a hypothesis by leveraging market trends, research inputs,

opinions from market leaders like Gartner, owner’s business

directions, and other suitable instruments

• Setup of pilot, proof of concept lab/ team to experiment the

hypothesis and arrive at a conclusive set of guidelines that will be

used as Asset and for standard operating procedures

• Drafting of strategy plan, roadmap and advice on product stack

based on set of business goals that drive the need to transform and

reorient its service/ product offerings

• Assist Enterprise Architect team in building the set of reusable assets11


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Benefits:

•Company started benefiting from the strategy from first day

itself by way of better sales based on cross-selling of shoe related

products placement.

•Company web site had a new online purchase and checkouts

which increased sales by 20%

Products/ techniques used

• Sales: CRM tools, Sales-force, Social selling, Media, Store-Checkout

• Marketing: Segmentation, target marketing, target mobile ads

• IT strategies: Web redesign, SEO, Cloud, Mobile push, NFC reader

• E-commerce: Online order fulfillment, tracking, billing and dispatch

• Mobile ads: Web traffic generation, brand awareness, campaign

• Quality and Health standards: Compliance to Canadian leather

standards, export needs, leather treatment for anti-icing and anti-

fungal infection

• Compliances: Federal and provincial rules for retail and leather

industry, export policies, shipping and international trading,

manufacturing frameworks, process and automation 13

Service offerings

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Sl.No Core

Competency


results


,Capabilities

1 Business

Analysis

2 IT /

Engineering

Strategy and

Transformation

design

3 Enterprise

Architecture

(EA) design

and

development

Intelligent Management System EA tools, TOGAF, Govt. IT

framework, Datacenter best

practices, use of Cloud and

mobile apps, Data mining

tools, Big Data

4 Technology

Audit services

Enterprise Architecture (EA)

design and development

• Involves alignment , refinement of existing enterprise continuum,

developing new frameworks and reusable assets based on IT

strategy

• Design an elaborate mapping of transformation requested onto the

product features, functions for best utilization of the tools, techniques

and enterprise level performance needs, SLA and KPI metrics

• Generate solutions based on various architectural views of business,

information, technology, stakeholder inputs, industry frameworks

• Develop blue prints for the delivery, operations, management team

to reuse the artifacts

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Products used• EA tools: IBM System Architect, Software Defined NW, Cloud IaaS

strategy

• TOGAF: TOGAF architect, Enterprise Continuum, Open framework,

Mapper to Federal frameworks,

• Govt. IT framework: Derivatives of FEF, TOGAF, Defense standards

• Datacenter: Layout based on pre-fabricated components, design

layout, CAD based model simulations

• Cloud and mobile apps: IBM cloud, Data mining, Analytics, Mobile

push servers, map layers for various data inputs

• Data mining tools: For structured and unstructured Big data, M2M

data

• Big Data: Use of Hadoop YARN, IBM Analytics, ETL inputs integration

using open tools Sqoop, flume and PIG, Dashboards for job status

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Service offerings

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Sl.No Core

Competency


results


,Capabilities

1 Business

Analysis

2 IT /

Engineering

Strategy and

Transformation

design

3 Enterprise

Architecture

(EA) design and

development

4 Technology

Audit services

IBYSYS Canada – Fraud

investigation and audit report

Due diligence, fact finding,

time and data analysis,

anomaly detection,

documenting and reporting

Technology Audit services• Involves inspection and reporting of the finding of the subject under

investigation on a “As-Is” basis, without any personal views,

recommendations or prejudice

• Based on the existing SLA, KPI and quality metrics, measure the

current state, verify with the user and report the same

• Study the existing enterprise artifacts, knowledge base and use the

business language suitable to the subject under examination

• Setup suitable sand-box environment, tools, agents, devices to

instrument and avail the desired details without affecting the

operations or altering the current state

• Deliverables include the audit report, any observations, deviations

and any blocked situations / sub-standard methods encountered 20


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Benefits:

•Captured the major incidents, which lead to narrowing to specific

time period when theft had occurred

• Identified the tools, amount and persons involved in the crime

Products used• Due diligence: Visual inspection, Server records/log files,

Spywares installed for traffic diversion, virtual network with

duplicate IP address, app enlisting tools, server inventory tools

• Fact finding: Investigated email tracks, server logins, analysis

using simple excel sheets, router log files, use of ethical hackers

tool to find the foot prints used, IP tracker, bank account

transaction logs, international money laundering facts AML rules,

dubious company tracing

• Time and data analysis: Tools used to gather all server logs, data

on computers and running text mining tools, search to find dates

when theft occurred

• Anomaly detection: Search and mining tools to detect above

threshold usage, non working hours usage, large volume traffic

• diversion, call data record

• Documentation: MS Word, PPT, Visio diagrams

• Reporting: MS Word and Canadian legal templates22

Q & A

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Disclaimer

• Images, diagrams, company names, logos, are for illustrative purpose only

• Author does not claim any rights over any proprietary information

• Data is provided on a “As-Is” basis and no claims can be made as a result of

any damages due to use of the details

• Please use expert advice before implementing the details

• Reproduction, forwarding of any information is after obtaining permission

from author

• Details are for personal reference only and not for business or trading the

details for cash

• Please report in case of any misuse or abuse of this document

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My contacts

Email : [email protected]

Mobile : +91-9741040195

Skype: vijaymohire

Facebook: https://www.facebook.com/vmohire

LinkedIn: in.linkedin.com/in/vijaymohire

Slideshare: http://www.slideshare.net/Vijaymohire

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Thank you !!

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